Alcatel-Lucent OpenTouch Suite for Mid sized and Large

Transcription

Alcatel-Lucent OpenTouch Suite for
Mid sized and Large Enterprises
Solution handbook
April 2014 Offer - Ed.01
Ref.: ENT_MLE_015989
Disclaimer: the information presented is subject to change without notice. Alcatel-Lucent assumes no
responsibility for inaccuracies contained herein.
Alcatel-Lucent Enterprise
All Rights Reserved © Alcatel-Lucent 2014
Copyright Alcatel-Lucent 2000-2014. All rights reserved
Passing on and copying of this document, use and communication of its contents not
permitted without written authorization from Alcatel-Lucent.
Notice:
While reasonable effort is made to ensure that the information in this document is complete and
accurate at the time of printing, we cannot assume responsibility for any errors. Changes and/or
corrections to the information contained in this document may be incorporated into future issues.
This document introduces the Alcatel-Lucent OpenTouch and OmniPCX Enterprise Communication
Server, their products and features. All documents associated to this introduction cover most of the
aspects for designing offers based on current manufacturers and business partner agreements.
They include introductory explanations to position the offer in relation to client needs. References
to in-depth documentation are indicated to direct you to product descriptions or product sites.
Who Should Use this Document?
As an introductory offer, this document can be used by Alcatel-Lucent vendors, clients, partners
and associates involved with the implementation of Alcatel-Lucent systems.
Page 2
Table of contents
1
2
3
4
OpenTouch overview _________________________________________________________ 6
1.1
Alcatel-Lucent changes the conversation ____________________________________________ 6
1.2
Overview of the OpenTouch Suite __________________________________________________ 8
Offer Packages _____________________________________________________________ 10
2.1
Software component Services ____________________________________________________ 10
2.2
OpenTouch Business Edition _____________________________________________________ 24
System Services _____________________________________________________________ 30
3.1
Architectural Reliability _________________________________________________________ 30
3.2
Time and date management _____________________________________________________ 39
3.3
Business Telephony routing for branch offices _______________________________________ 40
3.4
OmniPCX RECORD Suite _________________________________________________________ 42
3.5
Integrated voice guide services ___________________________________________________ 43
3.6
Multi-time zone _______________________________________________________________ 44
3.7
Multi-country _________________________________________________________________ 44
3.8
Calling line identification (CLI) per IP Domain ________________________________________ 45
3.9
SIP and Web services ___________________________________________________________ 46
3.10
Fax Services ___________________________________________________________________ 53
Devices and Clients for Connection users _________________________________________ 55
4.1
4.1.1
4.1.2
4.1.3
4.1.4
4.1.5
4.1.6
4.1.7
4.1.8
4.2
4.2.1
4.2.2
4.2.3
4.3
4.3.1
4.3.2
4.3.3
Defining the Connection user experience ___________________________________________ 55
Premium DeskPhones __________________________________________________________________ 55
OpenTouch Connection for 8082__________________________________________________________ 58
8002/8012 Deskphones _________________________________________________________________ 59
4008/4018 SIP Phones __________________________________________________________________ 60
OmniTouch 4135 SIP Conference Phone ____________________________________________________ 61
81x5 Audioffice________________________________________________________________________ 61
Mobility WLAN ________________________________________________________________________ 62
Mobility DECT _________________________________________________________________________ 64
PC & MAC Software applications __________________________________________________ 66
PC and MAC applications per system package _______________________________________________ 66
OpenTouch Connection for PC ___________________________________________________________ 66
IP Desktop Softphone for PC and MAC _____________________________________________________ 77
Smartphone Software applications ________________________________________________ 78
Smartphone applications per system package _______________________________________________ 78
My Instant Communicator Mobile edition for Connection User _________________________________ 78
IP Desktop Softphone for iPhone _________________________________________________________ 82
Page 3
4.4
Tablet Software applications _____________________________________________________ 83
4.4.1
4.4.2
5
Tablet applications per system package ____________________________________________________ 83
IP Desktop Softphone for Android and iPad tablets ___________________________________________ 84
Devices and Clients for Conversation users _______________________________________ 86
5.1
Defining the Conversation user experience __________________________________________ 86
5.2
Business telephony with hardphone _______________________________________________ 90
5.2.1
5.2.2
5.2.3
8082 My IC Phone _____________________________________________________________________ 90
8002/8012 Deskphones _________________________________________________________________ 94
4008/4018 SIP Phones __________________________________________________________________ 95
5.3
OpenTouch Conversation for PC __________________________________________________ 96
5.4
OpenTouch Conversation for Web ________________________________________________ 101
5.5
OpenTouch Conversation for iPad ________________________________________________ 104
5.6
Smartphone Software Clients____________________________________________________ 106
6
Visual collaboration and video ________________________________________________ 113
6.1
Alcatel-Lucent Video Conferencing _______________________________________________ 113
6.2
Alcatel-Lucent Video offer ______________________________________________________ 117
7
Attendant Services _________________________________________________________ 125
7.1
Greeting _____________________________________________________________________ 125
7.2
4059IP and 4059EE attendant consoles ____________________________________________ 131
8
Messaging Services _________________________________________________________ 137
9
Customer services __________________________________________________________ 141
9.1
Contact centers _______________________________________________________________ 141
9.2
OmniTouch Contact Center - Standard Edition architecture____________________________ 148
9.3
OmniTouch 4625 CCIVR ________________________________________________________ 162
9.4
OpenTouch Customer Suite portfolio _____________________________________________ 167
10
Hospitality Communication Services _________________________________________ 174
Page 4
11
API Openness ____________________________________________________________ 182
11.1
Web Services _________________________________________________________________ 182
11.2
MyIC Phone openness _________________________________________________________ 184
11.3
Ecosystem ___________________________________________________________________ 186
12
Management Operations __________________________________________________ 187
12.1
OmniVista 8770 Management System _____________________________________________ 187
12.2
OmniVista 8770 MCS Edition ____________________________________________________ 202
13
Topology – Network Services _______________________________________________ 203
13.1
Topology overview - deployment design ___________________________________________ 203
13.2
Distributed architecture with networking call control ________________________________ 204
14
Hardware Components ____________________________________________________ 214
14.1
Hardware servers for applicative services __________________________________________ 214
14.2
Site requirements _____________________________________________________________ 217
14.3
Related standards _____________________________________________________________ 223
15
Security ________________________________________________________________ 224
15.1
Global security view ___________________________________________________________ 224
15.2
OpenTouch Session Border Controller _____________________________________________ 228
Page 5
1 OpenTouch overview
1.1 Alcatel-Lucent changes the conversation
The pace of change in the competitive landscape for enterprises is accelerating, thanks to global
economic, social, and technological shifts; business cycles that used to take days now take hours.
Today’s business environment crosses traditional enterprise boundaries: remote offices, global work
teams, mobile professionals, home workers and third-party partners are all part of today’s
enterprise.
Enterprise communications challenges at the era of smartphones, and tablets
Although today the majority of information workers are still conducting business at a desk, they are
becoming more and more mobile, and the devices they prefer to use in order to improve their own
personal productivity are also increasingly mobile, regardless of whether or not these devices are
provided by the company.
However, information workers are expecting the same quality experience whatever the device,
wherever they are. These knowledge workers are integral to the business processes that are
keeping customers happy, and it’s a lot more expensive to acquire new customers than it is to
service existing ones.
Therefore it’s key for businesses to ensure that they can meet these challenges of delivering quality
communications to their entire user population.
The mission statement of enterprise unified communications
Unified communications create new opportunities to increase employee productivity and customer
satisfaction in this changing environment. The goal of a truly unified communications environment
is to improve the efficiency across all the organization:
Page 6
-
those employees who primarily work from the office in mission-critical processes (such as
someone in the supply chain)
the increasing number of employees in highly mobile and collaborative workplace (such as a
business consultant or sales person)
And customer facing employees – such as contact center agents or help desk teams - who
spend most of their time in conversation with internal and external parties, having a direct
impact on customer satisfaction and business.
Alcatel-Lucent OpenTouch: high-quality unified communications across the entire
organization
OpenTouch improves efficiency by providing high quality unified communications, in the office
workplace, between sites, on the go, and across the enterprise boundaries:
-
Primarily deskbound employees enjoy an expert business communications experience, to
provide an instant business response
The highly-mobile workforce benefits from a new collaborative workstyle
The organization’s brands benefit from a superior customer experience, through
professional welcome and customer care, to the most advanced e-reputation management
in social networks
Page 7
These user experiences and work styles are delivered by a unified application suite that simplifies
management, improves the TCO, and enables smooth transformation paths from TDM to cloud.
1.2 Overview of the OpenTouch Suite
OpenTouch: one software and 3 delivery models
Customers can choose the best way for them to acquire the OpenTouch capabilities.
OpenTouch can be delivered as an all-in-one, single server solution, to improve TCO in enterprises
with up to 1500 users. It’s OpenTouch Business Edition.
OpenTouch is a modular software suite that’s scalable to a larger number of users and more
complex communication networks. The main modules are OmniPCX Enterprise Communication
Server, OpenTouch Multimedia Services and OmniVista 8770 Network Management System.
OpenTouch Enterprise Cloud is an as-a-service cloud offer that delivers all the OpenTouch Suite
capabilities.
Page 8
FLEXIBLE DELIVERY MODELS
OPENTOUCH
BUSINESS EDITION
OPENTOUCH
SUITE
ALL-IN-ONE
ADAPTABLE
up 1500 users
large networks
AS A SERVICE
ONE SOFTWARE
SEVERAL TRANSFORMATION PATHS
11
COPYRIGHT © 2014 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
The OpenTouch difference
In a nutshell, OpenTouch offers business telephony leadership, a superb conversation experience
for the mobile workforce, integrated contact center functionality in an optimized architecture, that
delivers smooth transformation options.
Page 9
2 Offer Packages
Introducing Alcatel-Lucent OpenTouch Suite offer
The Alcatel-Lucent OpenTouch Suite delivers high-quality unified communications. It is a modular
software suite for large organizations that require professional business communications,
multimedia collaboration at the office and on the go, customer service functionality and
management services.
The choice of using traditional, mixed or full IP solutions depends on customer’s business
objectives, organization, voice-data convergence projects, and most importantly expected return on
investment.
Alcatel-Lucent OpenTouch Suite for MLE consists of the following products:
·
·
·
·
·
The Alcatel-Lucent OmniPCX Enterprise Communication Server: a standard-based, open,
distributed communication server for medium to extra large corporations, supporting
both traditional phone connectivity and IP configurations, providing the world’s most
scalable, advanced business communication services and applications. The AlcatelLucent OmniPCX Enterprise Communication Server solution accommodates current
needs and future upgrades imposed by rapidly changing business communications
requirements.
The Alcatel-Lucent OpenTouch Multimedia Services (OTMS): Employees who need
powerful interactive visual communication will benefit from OpenTouch Conversation,
the multi-device, multiparty, multimedia experience for easy collaboration at the office
and on the go.
OpenTouch Conversation sessions feature voice, video, instant messaging (IM),
presentation sharing and natural conferencing capabilities to help users better engage
with customers, partners and colleagues.
Users are able to shift their session between their devices when they move to another
location. They can create and join multiparty and multimedia conferences in a few clicks.
The Alcatel-Lucent OpenTouch Message Center (OTMC)
The Alcatel-Lucent OmniVista 8770 Network Management System: an easy to use
Administration and Management Platform with a user friendly graphical interface.
The Alcatel-Lucent OmniTouch Contact Center – Standard Edition (OTCC-SE): the best in
class call center solution. It is integrated to the Communications Server and features the
same security and redundancy level.
Alcatel-Lucent helps companies to build complete converged solutions with its reliable, highly
secure, next generation data portfolio. The important ROI increases and TCO decreases are
generated from extremely efficient features such as PoE, continuous smart switching, network
access control, power consumption, one click QoS, etc.
2.1 Software component Services
Alcatel-Lucent Communication Services
The Alcatel-Lucent OmniPCX Enterprise Communication Server offers a standards based opendistributed communications server for both medium and large enterprises, managing both
traditional and IP configurations. With a capacity of 15,000 to 100,000 users, the Alcatel-Lucent
OmniPCX Enterprise Communication Server is one of the world's most scalable advanced business
communication systems.
Page 10
The Alcatel-Lucent OmniPCX Enterprise Communication Server is the reference in carrier-class
intranet communication servers and applications.
The Alcatel-Lucent OmniPCX Enterprise Communication Server is designed with IP at the core,
allowing fully distributed IP solutions across data networks. Its unique media gateway architecture
also allows traditional TDM or mixed IP-TDM configurations.
This IP network may include one or more Local Area Networks (LANs) or local networks linked via
public networks to form Wide Area Networks (WANs).
Because of its ability to communicate over any network infrastructure, customers can deploy new
technologies at their own pace. They can choose the right solution according to their specific
communication requirements and their expected return on investment.
The Alcatel-Lucent OmniPCX Enterprise Communication Server is a complete telephony offer that
includes:
·
·
·
·
·
Hardware solutions to create or complement a network
State of the art telephones
Embedded applications to facilitate communications inside and outside businesses
Value added applications to run specialized services
Interfaces for external applications to use in conjunction with an Alcatel-Lucent or a
non-Alcatel-Lucent solution.
Structural robustness
Alcatel-Lucent offers a range of communication services and applications adapted to the business
market and fully equipped for e-commerce organizations. Two software communication suites are
Page 11
available: Alcatel-Lucent OmniPCX Office Communication Server and Alcatel-Lucent OmniPCX
Enterprise Communication Server, each one targeted at specific enterprise organizations and
activities. Using these software suites, running either on the Alcatel-Lucent optimized hardware
(Rack server) or on an Industry standard hardware (Appliance server), specific solutions can be
applied to cover the whole enterprise market spectrum. Customers can choose, among the
software suites, the applications that best suit their business communication environment.
Alcatel-Lucent OmniPCX Office Communication Server is the "e-communication appliance", targeting
very small to medium sized enterprises for both voice-only or converged (voice & Internet & data)
communication.
Alcatel-Lucent OmniPCX Enterprise Communication Server is the "IP technology" communication
server based on client-server architecture, targeting medium-large to the largest enterprises either
for IP-only or mix IP/TDM configurations.
The choice of using traditional, mixed or full IP solutions depends on business objectives,
organization, voice-data convergence projects, and above all expected return-on-investment.
The Alcatel-Lucent OmniPCX Enterprise Communication Server business communication solutions
are presented as building blocks of an open communications model.
The main items are:
·
·
·
·
The communication server, consisting of a processing platform and communication
server software
A set of media gateways
A set of IP clients: phone sets, devices, desktop software, both fixed and mobile
A set of digital clients: phone sets, desktop software both fixed and mobile
Note: All the items can run independently of the underlying data network.
Communication Server
The IP Communication Server is the core of the IP network: It supports the Communication Server
engine for the management of IP Media Gateways and provides access to a high level of telephony
services for the whole IP network.
The Alcatel-Lucent OmniPCX Enterprise Communication Server is based on the Linux operating
system which facilitates the development of new hardware platforms. This Communication Server
can either be pre-integrated by Alcatel-Lucent on a Hardware platform or it can be delivered in a
Software model for virtualization.
The communication server software is loaded on the hard drive at system installation. This software
is unique for each configuration. Licenses and soft-keys allow certain features to be accessed or
restricted according to the purchased options.
Page 12
The communication server provides:
Support for one or more media gateways to allow for legacy connectivity
IP communication devices (IP Touch, Mobile IP Touch, multimedia PCs, or SIP phones)
Legacy TDM communication devices (Alcatel-Lucent 9 series phones, single line phones)
Local or remote network management systems
Connectivity to Alcatel-Lucent or third party application suites
·
·
·
·
·
Depending on requirements the Alcatel-Lucent OmniPCX Enterprise Communication Server is
available with different form factor:
·
·
·
It can be delivered in software model for virtualization
It can run and can be pre-integrated on Alcatel-Lucent or industry-standard server
platforms:
The IP Rack Server (IP RS): communication server (CS):
o
Installed inside a dedicated Alcatel-Lucent Rack 1 module chassis and
connected to the data network or media gateways via an Ethernet link. Ideal
for IP configurations up to 1000 users. In a duplicated configuration, the
duplicated Com Server is hosted in an Alcatel-Lucent Rack 1 module.
o
Hosted in an Alcatel-Lucent Rack 3 module media gateway platform with
other interface and resource boards for “all-in-one” type configurations. Ideal
for configurations up to 350 users (IP and TDM).
Page 13
·
The IP Appliance Server (IP AS): runs on an industry-standard hardware platform,
and is connected to the system via an Ethernet link. This server is used for enhanced
IP installations and is configured and delivered by Alcatel-Lucent. Ideal for the
largest configurations. The platform, selected by Alcatel-Lucent, can change
according the Communication Server release.
Power Connection
The Appliance Server can either be directly connected to the mains power supply, or connected
to the mains via a UPS (Uninterruptable Power Supply) device. The use of a UPS maintains the
Call Server in service in case of mains failure.
In addition to the power supply connection, a data connection links the UPS to the Call Server.
This link carries UPS status. The Call Server can generate alarms and perform a clean shutdown
if and when batteries are low.
·
OmniPCX Enterprise Communication Server (OXE-V) and OmniVista 8770 (8770-V) can
be virtualized to become hardware agnostic and/or to be integrated inside an existing
Data Center environment. This environment can be a simple collection of server (for a
small customer) as well as a complete datacenter or a private cloud operated by an end
customer.
It applies to several markets:
o Mid, L and XL markets in traditional CPE and customer’s private clouds
o Hosted mid market in shared cloud
The solution runs on top of VMware technology, either the complete vSphere solution or
the free ESXi hypervisor. VMware qualification ensures the compatibility with all the
hardware supported by VMware (server and blades, network interface cards, disk
controller, mass storage …).
Software delivery of OXE, 8770 and License Server software (use case dependent) is
automatically configured by Actis.
Refer to dedicated “OpenTouch Suite for MLE: Virtualized offer” document, for more
details.
Page 14
OmniPCX Enterprise Media Services
In case of IP/SIP solution, OmniPCX Media
Service (OXE MS) is a software component
allowing OXE full software solution
deployment, without Hardware Media
Gateway.
Associated to an OXE Software
deployment, Alcatel-Lucent is able to
propose an Hardware agnostic solution
with a Green computing approach.
This solution can be used in data center
deployment approach, avoiding deploying
Hardware Gateway in this centralized
“Software area”.
Note: Even in case of central software
deployment, Hardware Media Gateway can
be associated in remote/branch office for
PSTN backup connectivity for instance.
OXE Media Service offers simultaneous audio access ports (in G711/G729) for:
-
Voice codec transcoding
N parties audio conferencing
Voice Guide accesses, including Music On Hold
Page 15
OXE Media Services Software is intended to be deployed within a VMware virtual machine.
Refer to dedicated “OpenTouch for MLE: Virtualized offer” document, for mode details regarding
virtualization topologies, requirements and quotations.
Media gateway
The IP Media Gateways manage the accesses and interfaces of a customer solution. They are
controlled by the Communication Server through an IP connection.
The IP Rack Media gateway is managed by a Gateway Driver processing unit and handles the
“classical” legacy Rack interfaces to connect terminals, public accesses or auxiliary interfaces.
For more information, refer to the dedicated Media Gateway section.
Alcatel-Lucent Unified Communication Services
OmniPCX Enterprise can be completed by OpenTouch Multimedia Services to offer additional
Unified Communication Services, including multimedia, collaboration, conferencing and/or unified
messaging services.
The OpenTouch Multimedia Services (OTMS) is a software component that can be used in addition
to an OmniPCX Enterprise Solution to offer the following services:
·
·
·
·
·
·
·
OmniTouch 8600 MIC client support, including OmniTouch 8600 MIC Deskphone,
OmniTouch 8600 MIC Desktop (Softphone) and OmniTouch 8600 MIC Mobile
(Blackberry)
Softphone Call Control of OmniPCX Enterprise devices from the OmniTouch 8600 MIC
Desktop Softphone
Unified messaging
Audio/data and video conferencing
Instant messaging (IM)
Universal Directory Access (UDA)
Presence information
Page 16
For more information regarding Applicative Communication Services, refer to Business
Communication Services, Messaging Services, Collaborative Services and Desktop Communications
Devices chapters.
The solution can be
shipped either in a
pure software model
or can be preintegrated in an
Appliance Server.
The solution is able
to support:
·
·
Up to
1500
users
3000
devices
OTMS Software packs can provide an Hardware agnostic solution to add UC&C services and/or
users with My IC Phone / Software Conversation clients on OXE installed base
Page 17
Hardware pre-requisites for OTMS Software packs depends on expected capacities:
Less than 150 users
§
§
§
§
2 core i3 2.5 GHz
8GB RAM
Disk: 50 GB
Compatible with RedHat 5.8
Up to 500 users
§
§
§
§
Quad Core Xeon 3.2GHz
16GB-RAM
Disk: 500GB SATA
Up to 1500 users
§
§
§
§
Dual quad-core Xeon
20 GB RAM
2*500 GB hard drive
Software architecture
The following servers are installed on the Red Hat operating system:
·
·
The OpenTouch server, based on a SIP architecture
The FLEXlm server which allows to centralize licensing. It is secured by the server ID.
It covers application licenses for the Instant Communications Suite
Page 18
Only 1 OpenTouch Multimedia Services can be part of an homogeneous ABC network (sub-network)
composed of up to 100 nodes.
All the nodes associated with the OpenTouch Multimedia Services must run OmniPCX Enterprise
R10, the other nodes in the network can run with OmniPCX Enterprise release 9.0, 9.1 or 10.
If this configuration is used to include existing applicative servers (ICS, ACS, …) serving the
OmniPCX Enterprise users:
·
A functional link is required between the embedded ACS and the existing ACS.
Page 19
·
The OpenTouch Multimedia Services can only be delivered to OpenTouch users.
Applicative Services for Standard users are provided by OmniTouch 8400 ICS and/or
OmniTouch 8460 ACS components.
Alcatel-Lucent Voice Messaging Services
The Alcatel-Lucent OmniPCX Enterprise Communication Server delivers full voice and fax messaging
solutions in an easy and cost-effective manner. The integrated voice messaging solutions leverage
the full benefits of the Alcatel-Lucent Premium DeskPhone series family of telephones (including
notification, direct keying, menus, prompts, etc...).
Alcatel-Lucent offers complementary voice mail systems:
·
·
The Alcatel-Lucent OpenTouch Message Center is a pure-software voice messaging
solution compatible with most of network architectures while being also integrated into
Alcatel-Lucent OpenTouch Multimedia Services. OTMC is designed for mid-sized to large
enterprises. The typical number of voice mail users is up to 15,000.
The Alcatel-Lucent 4645: a voice messaging application for small to medium enterprises.
This is an embedded voice mail system, which can run on the same system processor as
the communication server, or on a dedicated appliance or rack server. The typical
number of voice mail users is up to 1000.
VOICE MESSAGING
Multimedia/
Unified
Messaging
OTMS
§ To complete OXE solution
§ To offer a full UC Services solution
§ Up to 5K users, 100 ports
OTMC
§ Dedicated and optimized packaging for Voice
Messaging Services only
§ User based UM
§ Web Messaging
A4645
Legacy
Voicemail
§ Hospitality features
Mid
Common characteristics:
- Unified Management
- High Availability (Vmware HA for A4645)
- Unified Management
Large
X-Large
19
COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.
ALCATEL-LUCENT — INTERNAL PROPRIETARY — USE PURSUANT TO COMPANY INSTRUCTION
For more information on voice mail, refer to the Voice Messaging Services chapters.
Page 20
Alcatel-Lucent 4645 Voice Messaging Services
The Alcatel-Lucent 4645 embedded software-based voice mail application integrates individual and
enterprise “welcome” management while remaining available to all users (stationary or mobile).
The Alcatel-Lucent 4645 covers all areas of business activity, whether organized centrally or
remotely.
The 4645 voice mail can be hosted in the same CPU as the communication server. However, for
systems using redundant (duplicate) communication servers, a dedicated A4645 server is
recommended.
Note: It is also possible to use an external voice mail system connected via analog lines using the
VPS protocol, or based on SIP. Services offered depend on the type of voice mail purchased.
Alcatel-Lucent Unified Messaging Application among OpenTouch Multimedia Services
The Alcatel-Lucent Unified Messaging (UM) Application enables network-wide unified messaging
services, helping to ensure efficient communication while increasing employee productivity and
improving customer satisfaction.
Alcatel-Lucent UM provides enhanced visual voice messaging GUI access to voice messages from
smartphones, Alcatel-Lucent desktop phones and softphones as well as Microsoft® Outlook® and
IBM® Notes® e-mail applications.
Page 21
Alcatel-Lucent UM is integrated with the Alcatel-Lucent OmniTouch™ 8400 Instant Communications
Suite (ICS) for Enterprise, Alcatel-Lucent OpenTouch™ Multimedia Services and the Alcatel-Lucent
OpenTouch™ Business Edition. It can be centralized in an Alcatel-Lucent OmniPCX Enterprise
Communication Server (ECS) network.
Key features
Visual voicemail on:
·
·
·
·
·
Alcatel-Lucent Premium DeskPhones
Alcatel-Lucent OmniTouch™ 8082 My
Instant Communicator (IC) Phone
Apple® iPhone®, Google Android and
Blackberry® through Alcatel-Lucent
OmniTouch™ 8600 My Instant
Communicator (MIC) Mobile Edition
Alcatel-Lucent OpenTouch™
Conversation (OTC) for iPad
Any browser
Key Benefits
·
·
·
·
·
·
Ensures efficient communication
Increases employee productivity
Improves customer satisfaction through
increased employee productivity
Reduces end-user training through an
enhanced user experience
Optimizes investments
Adapts to users’ needs
Voice message access from Microsoft Outlook
and IBM Notes e-mail applications with
enhanced voicemail management features
Telephone user interface (TUI) voice message
accessibility from any phone
Message state synchronization across all devices
Alcatel-Lucent OpenTouch Message Center
Alcatel-Lucent OpenTouch™ Message Center is a pure software voice-messaging solution that
enables network-wide advanced voice mail services across any voice network infrastructure,
providing messaging access from internal or external telephone devices and e-mail applications.
Key features
·
·
·
·
·
·
·
·
High scalability, virtualizable
Support for multiple time zones
XML web services
High availability
Message accessibility from any phone
device
Visual voice mail on Alcatel-Lucent IP
Touch™ 4028, 4038, 4068, 8028, 8038,
8068 and 8082 Extended Edition phones
Access to voice messages from any
Internet Mail Access Protocol (IMAP)
client
SMS and e-mail notification on voice mail
reception
Key Benefits
·
·
·
·
·
Optimizes investments
Reduces OPEX
Ensures business continuity
Protects confidentiality
Reduces end-user training
Page 22
Alcatel-Lucent Customer Care Services
Contact in business is primordial. Whether the call is the introduction to your business center or
your business is the call center, the way in which clients are treated is reflected in your profits.
The long experience in developing call centers enables Alcatel-Lucent to offer the widest possible
range of products using the Alcatel-Lucent OmniPCX Enterprise Communication Server technology.
From basic features of the attendant services through to international multi site contact centers
with tailor-made features, Alcatel-Lucent can offer almost unlimited possibilities.
suites are fully integrated multimedia contact center applications. They are designed to fit the
needs of small to mid size contact centers. Due to the importance of contact centers and the
variation of their specific needs, Alcatel-Lucent provides several product offers, these are the:
·
·
·
·
Easy Contact (OTCC-SE)
Alcatel-Lucent OmniTouch Contact Center - Standard Edition (OTCC-SE)
Genesys Compact Edition Contact Center (GCE)
Alcatel-Lucent OmniTouch Contact Center – IVR (CC-IVR)
For an introduction to the OmniTouch Contact Center suites, refer to the “Contact Centers” chapter.
For detailed information about the Contact Center applications, refer to the Product Documentation
related to Contact Centers.
Alcatel-Lucent Management Services
Command line manager
The Command Line Manager (mgr) application allows telecom managers to access the
communication server configuration and maintenance parameters from a system console. The
Command Line application can be accessed from a remote console via the IP network and the
Telnet application.
OmniVista 8770
It provides network management for the Alcatel-Lucent OmniPCX Enterprise Communication Server
and the OpenTouch networks. They are modular platforms that offer a suite of management
applications:
·
·
·
·
·
·
·
·
Configuration of a system or the global network
Topology and Alarms management
Multi-carrier consolidated Call Accounting and Tracking
Performance and Voice over IP Performance
LDAP Enterprise Directory
Scheduler
Maintenance
Security
All the applications can be ordered and run separately, except:
·
·
Scheduler, Maintenance and Security, which are always included in the application
Tracking, Voice over IP Performance and Topology, which are options for the
Accounting, Performance and Alarms Applications
Page 23
An open interface allowing the integration with hypervisor platform applications such as HP Open
View® or TVN® (from C.A.)
The OmniVista 8770 suite allows management of the complete OmniPCX network.
For more information on management solution, refer to the OmniVista 8770 chapters.
2.2 OpenTouch Business Edition
Introducing OpenTouch Business Edition
Alcatel-Lucent OpenTouch™ Business Edition designed to meet mid-sized companies
delivers a range of communication services on a single platform, from world-class
business telephony to the most advanced multimedia collaboration and mobility
services.
Mid-sized companies typically want to be in position to compete with larger rivals. Their need to
grow must be controlled so that they can retain the flexibility granted by their size. Their stance
must be aggressive without losing profit. Their focus must remain on customer relationships to
increase customer loyalty. Last, but not least, they are eager to improve staff efficiency and
mobility, while keeping a close eye to their markets and ensuring speedy responses to customer
demands.
Generally speaking, they are hindered by investment costs, a limited expertise in the fields of IT
and telephony services, and fear of negative business impacts during system implementation.
The Alcatel-Lucent OpenTouch Business Edition responds precisely to mid-sized company needs
and specificities in that it is offered at a very competitive price, and meets their budget constraints.
One single physical server provides a complete communication solution, with intelligent services
complementing a telephony base. It is simple to use, implement, administer and maintain, while
allowing flexibility and scalability.
Service overview
OpenTouch Business Edition addresses the communication requirements of enterprises of up to
1500 employees and 3000 devices by providing advanced business communications, multimedia
collaboration at the office and on the go, contact center functionality and management services.
OpenTouch Business Edition delivers all these services on a single platform to improve the total
cost of ownership (TCO).
Employees who primarily work on company premises and make
extensive use voice communications benefit from OpenTouch
Connection, the advanced business communications
experience available on reliable desk phones, sturdy DECT or
WLAN mobile handsets, and on software clients for PCs, tablets
or smartphones.
Users can pick the telephony features that suit their office work
style from the comprehensive list of telephony features offered
by the embedded Alcatel-Lucent OmniPCX™ Enterprise
Communication Server.
Office workers enjoy high-quality, wideband voice
communications with easy audio and visual guidance, and ultrafast directory look-up from the phone keyboard.
Page 24
Employees who need powerful interactive visual communication
will benefit from OpenTouch Conversation, the multi-device,
multiparty, multimedia experience for easy collaboration at the
office and on the go.
OpenTouch Conversation sessions feature voice, video, instant
messaging (IM), presentation sharing and natural conferencing
capabilities to help users better engage with customers, partners
and colleagues.
Users can shift their sessions between devices when they move
to another location. They can also turn a two person session
into a multiparty and multimedia conference in a few clicks.
OpenTouch Business Edition embeds Alcatel-Lucent
OmniTouch™ Contact Center Standard Edition, a scalable
and reliable contact center solution. Alcatel-Lucent OmniTouch™
Contact Center Standard Edition is the ideal solution for
companies with contact centers that are mainly driven by voice
interactions. With the most advanced features and up to 250
connected agents capability, this solution efficiently supports the
organization’s interaction with existing and potential customers.
OpenTouch Business Edition comes with integrated OmniVista
8770 management/provisioning & overall system administration
including Telephony, Conferencing, Collaboration and Messaging
System. Additional options such as directory & network
management, system monitoring and accounting can be added
to better serve operational efficiency.
Packaging
Single-server design
The single-server design of the OpenTouch Business Edition is key for enterprises that want to
reduce the cost and effort of provisioning, testing and managing new servers and don’t want to
install more software every time they need to deploy a new communication application
Page 25
Type of packages
OpenTouch Business Edition can be provided as pre-installed SW/HW servers or as a full software
version designed for VMware® virtualization. OpenTouch Business Edition commercial offer is
available in different flavors :
-
Pre-installed servers: one for up to 500 users/1000 devices and one for up to 1500
users/3000 devices
OpenTouch Business Edition Software suite come as a pre-installed software package on an
industry standard RAID1 Hot swap equipped hardware server ready to run for up to the
maximum of users/Devices supported. This includes Licenses, Operating systems (RedHat,
MS Windows, Linux), OmniPCX Enterprise Call Handling, Multimedia SIP/Media Server,
Multimedia Collaboration and Conferencing, Contact Center and management platform.
-
Software delivery for virtualization
OpenTouch Business Edition Software suite can also be provided as a virtualized solution
designed to meet requirements of virtualization infrastructure industry leaders such as
VMware©.
In addition to pre-installed servers or software delivery, OmniPCX Enterprise IP media gateway and
legacy items (common with OmniPCX Enterprise) are available to support legacy trunks and legacy
phone sets. However, in case of full IP configurations, a full software deployment including
OmniPCX Enterprise Media Services as software solution replacing physical IP media gateway is
also available. This can be combined with virtualization technology.
The complete OpenTouch configuration typically includes: a software, a server (in case of preintegration), legacy items and phone sets. Other deployments matching full IP/ full Software or
virtualization are also available.
Page 26
Topologies
The following deployments are supported:
·
·
·
Standalone deployment for a single site with up to 1500 users
Centralized Datacenter (IP Centralized topology) with up to 32 branches for up to 1500
users
Distributed (Networking) deployments
Standalone deployment
Topology: server and users on a single site. Up to 1500 users / 3000 devices.
All users (Connection and Conversation) can benefit from Unified Communication, collaboration and
multimedia conferencing.
The embedded OmniVista 8770 manages all users (Connection and Conversation)
High availability is supported (local or remote), based on the OmniPCX Enterprise providing
telephony redundancy for all users (Conversation users (SIP level) and Connection users) with
automatic recovery support.
Page 27
Standalone single site
1 single main site
OTBE with up to 1500 users max
OxE High Availability (Local/Remote)
IP centralized deployment
Topology: IP centralized deployments address Headquarter / Branch Office topologies with focus
on IP centralization for up to 1500 users / 3000 devices. Users (Connection and Conversation) are
dispatched over small locations, connected to headquarters via IP WAN with possibly limited
bandwidth.
All functions are centralized on a master/headquarter site while user devices and applicative clients
are distributed in other locations.
The embedded OmniVista 8770 manages all the users spread over the different sites.
Branch offices deploy media gateways for local PSTN access, and OmniPCX Enterprise Passive Call
Servers for survivability.
High availability is supported (local or remote), based on the OmniPCX Enterprise providing
telephony redundancy for all users (Conversation users (SIP level) and Connection users) with
automatic recovery support.
IP Centralized deployment
1 main site – 32 branch offices
Branch offices
Passive Call Server (PCS)
Media Gateway
Page 28
IP distributed deployment
Topology: distributed (networked) deployment: a global population of employees is spread on
several sites using local resources on each site.
Targets either green field or existing Alcatel-Lucent customers with several OmniPCX Enterprise
nodes networked together over several sites where OpenTouch Business Edition server (1500 users
versions) can be used as common applicative and management platform for the complete network
(with a maximum of five nodes) as follows:
·
·
The OpenTouch Business Edition embedded OmniVista 8770 management application
can serve up to five OmniPCX Enterprise nodes (the one embedded in the OpenTouch
Business Edition and four extra nodes) and up to 2000 networked users.
The OpenTouch Business Edition embedded applicative suite provides applications and
services for a maximum of 1500 users, including:
o All Conversation Users (for instance MyIC Phones users)
o All Connection users of the embedded OmniPCX Enterprise
o Other Connection users from other sites.
Local OmniPCX Enterprise redundancy is possible on each site.
Local Alcatel-Lucent media gateways can be put into service on each site.
IP Distributed deployment
OXE Network
5 nodes – 2000 network users
Page 29
3 System Services
3.1 Architectural Reliability
The network requirements of each client are defined by the balance between service continuity,
network needs, and cost. The resulting choice is inevitably linked to the Return On Investment
(ROI) that can only be defined by the client.
As the system reliability and availability increase in importance, the requirements for additional
hardware increase. This section describes some of the options and features.
Communication server redundancy (duplication)
The Alcatel-Lucent OmniPCX Enterprise Communication Server provides a unique and secure
backup mechanism when mission critical applications require high resiliency. Communication Server
redundancy (duplication) allows switch over from one communication server to its mirrored
communication server through an IP link.
In this type of configuration, two Communication Servers coexist in the same system. One server is
active, and is the primary Communication Server. The other server is constantly in watchdog mode
on standby. If the primary server fails, the standby automatically takes over.
Note: To avoid possible communication server performance distortion, the CPU hardware must be
identical for both the main and standby communication servers.
IP rack server (Common hardware) and Appliance server
During normal operation, a polling dialog is established and maintained between the main and
standby communication servers. Interruption of this dialog indicates to the standby machine that
the main communication server not available. The standby communication server then takes over
as the main communication server.
Page 30
Primary and secondary Communications Servers can be located in two geographical sites and can
be in different IP sub networks thanks to dual IP addresses.
All the following applications are able to address the dual IP addresses:
·
·
·
·
·
Network Management Center OmniVista 8770
Voice mail applications
Alcatel-Lucent OmniTouch Contact Center - Standard Edition solution except
CCOutbound solution
Alcatel-Lucent OmniTouch – IVR (CC-IVR)
XML Web Services (My Phone WS, My Messaging WS, My Management WS, My Assistant
WS, IP Touch XML Services)
Note: To avoid possible desynchronization between databases, it is recommended to secure the IP
link between primary and secondary Com Servers.
Com server changeover
When the changeover takes place, active calls are maintained and calls in the process of being set
up are interrupted.
The data involved in the updates includes:
·
·
·
·
Status of the different elements (including boards and terminals)
Configuration information
Accounting tickets (call detail records)
CCD data
Note: A manual change over command is also available in maintenance mode.
In case of ABC network configuration (multiple Communication Servers interconnected through
ABC-F2 TDM or IP links), active networked communication are maintained when the changeover
takes place.
Database consistency
The standby Com Server is updated continuously and is ready to act as the primary server at any
time. ALL data, including databases, applications, and communication-handling software, is run in
parallel on both servers. This operation ensures a reliable, secure switch over from one server to
the other.
When the standby Com Server is unreachable, the main Com Server stores for a limited period of
time the history of MAO commands used to update is database. Two situations can occur:
·
·
If the standby Com Server becomes operational before the expiration of the storage
duration, the main Com Server sends MAO commands to the standby Com Server which
automatically updates its database. As a result, the two databases become consistent.
If the standby Com Server is still unreachable after the expiration of the storage
duration, the main Com Server stops storing MAO commands and delete them. When
the standby Com Server becomes reachable, the two databases must be consistent via a
database cloning operation (or master copy operation).
Page 31
Automatic database synchronization is available for Com Servers located on CS-2 boards (Common
Hardware), Appliance Servers and Blade Centers. This operating mode is identical in a double main
configuration.
Information handled by MAO commands are:
·
·
·
·
·
·
·
·
Agent login/logout (Alcatel-Lucent OmniTouch Contact Center - Standard Edition)
Configuration of set parameters (secret code, language, user name, keys, etc.). This
applies to digital and cordless sets
Set status (in or out of service)
Interphony service
Hotel/Hospital application
Configuration of attendant parameters (and attendant groups)
Configuration of entity parameters
Configuration of Call Distribution Tables (CDT)
Communication server survivability for OpenTouch Conversation users
The Communication Server Duplication service can be deployed in an OpenTouch configuration to
improve the reliability of system operations.
An Alcatel-Lucent Communication Server hosted on an Appliance Server (or a CS-2 (Common
Hardware board)) is used as stand-by Com Server. It takes over when the OpenTouch is not
reachable or out of service.
Communication Server Duplication offers the same level of service in both Connection and
Conversation configuration, such as:
·
Real-time duplication of telephony data, provided by the Com Server hosted on the
OpenTouch, including traffic observation, accounting records and Contact Center data
Note: Data relating to CCA, OmniVista 8770, Alcatel-Lucent OmniTouch Unified Communications,
and OmniTouch Fax Server are not duplicated.
·
·
Detection of OpenTouch Server loss and switchover
Continuity of telephony services when a switchover occurs (e.g. communications
established are maintained), except for:
o
ABC communications on hybrid logical links (e.g. ABC link through IP)
o
Communications with SIP devices or established via a SIP trunk group
A switchover can occur when the OpenTouch server activity is interrupted, due for example to a
power failure or network problem. The dialog established between the OpenTouch server and
Stand-by Com Server is lost, and the stand-by Com Server becomes the Main Com Server.
The Stand-by Com Server and OpenTouch server can be located:
·
In the same IP sub-network. Continuity of telephony services is ensured, when the
OpenTouch server is out of service (e.g. power failure)
Page 32
·
In different IP sub-networks (spatial redundancy). Continuity of telephony services is
ensured, when the OpenTouch server is either not reachable (e.g. IP link failure) or out
of service
Secure call processing with the passive communication server
The Passive Communication Server (PCS) provides call handling services to a media gateway or
group of media gateways if the Alcatel-Lucent OmniPCX Enterprise Communication Server is
unavailable.
If the IP links to the site which hosts the Communication servers are broken or the Communication
servers are out of service, call processing continues at a local level.
Page 33
PCS use in SIP environment:
The PCS can rescue SIP phones and SIP trunk groups (SIP trunking), provided the SIP devices
(external gateways/SIP proxies, SIP phones) can handle primary and secondary DNS server
addresses (to access the main and backup Com Servers), and a proxy server address (to access the
PCS). The Domain Name (DN) resolution is performed with DNS A (DNS SRV is not supported).
SIP registrations on the main Com Server are not duplicated on the PCS. When the PCS becomes
active (Com Servers are down), the SIP sets must register on the PCS to be in service.
The Alcatel-Lucent OmniTouch 8450 Fax Software solution does not support backup SIP proxy.
In normal conditions:
·
·
·
The Communication servers control the calls within the network
The IP Phones and/or Media Gateways within a region are defined for the PCS
Automatic or manual synchronization of the region is carried out on a general or
individual PCS basis
If Communication Server loss occurs:
·
·
·
·
The telephony services are restarted locally
Centralized services such as voice mail are no longer available
All standalone features defined inside active call processing are maintained by the PCS
including OmniTouch Contact Centers.
CDRs (Call Detail Record) are recorded in the PCS
When the IP link to the OmniPCX Enterprise is back IN SERVICE, the PCS switches to standby mode
either after a timer or at a configured time (typically the PCS is configured to switch at night to
avoid telephone disruption).
When the PCS switches to standby mode:
·
·
IP phones and media gateway reboot and are under the OmniPCX Enterprise control
Accounting tickets (CDRs) are transmitted to the OmniVista 8770
Page 34
The PCS is defined with the same provisioning level as the Communication Server. It can be hosted
on a Common Hardware CPU, Appliance Server, or Blade Server.
Note: Because of the differences in the Database structures, IP Crystal Servers cannot be used in a
PCS configuration. A PCS cannot be duplicated.
Secure call processing for Conversation users with the passive communication server
The Passive Communication Server (or PCS) is a feature of the Alcatel-Lucent OmniPCX Enterprise
Communication Server. It offers a SIP survivability level of service for OpenTouch™ Conversation
users.
In a OpenTouch configuration, the PCS provides the continuity of telephony services and the
Contact Center in case of:
·
Loss of the OpenTouch host:
o If the Communication Server Duplication service is not used, the PCS secures call
handling when it is deployed on the main site for all Media Gateways
o Additional PCSs can be deployed per Branch Offices (per Media Gateway)
·
Breakdown of IP network links:
o WAN/LAN out of service
o IP links lost between central site and Media Gateways
Page 35
If the OpenTouch server crashes (configuration without using the Communication Server
duplication), a phone reset takes place. After this reset, only telephony and the Contact Center
CCD/CCS remain operational.
The CCA, CC-IVR, OmniVista 8770 Server, Alcatel-Lucent OmniTouch Unified Communications, XML
Web Services, and OmniTouch Fax Server are no longer available.
The telephony service remains operational for a period of thirty days. It is recommended to repair
the OpenTouch server as soon as possible.
Note: Other PCSs can be deployed in Branch Offices (typical OmniPCX Enterprise deployment).
Backup signaling for IP media gateways
Note 1: This feature is only available for Connection Users.
If the IP link between the communication server and a common hardware IP media gateway is lost,
a backup signaling link is used to re-establish the signaling path over the PSTN. This service is
designed to ensure continued telephone service at remote sites.
During the backup connection, users can make and receive calls over the local PSTN network
connection (see the next section for more details), and VoIP calls between the remote and all the
other sites can be redirected via the public network.
The communication server monitors the links to each media gateway using a polling dialog. An
interruption of this dialog informs the communication server that a failure has occurred. The
communication server then attempts to reach the remote media gateway over the PSTN (via GD
internal modems). During this time, the remote media gateway restarts.
Page 36
Return to normal
In backup mode, the media gateway periodically polls the IP network.
When the IP network connection is re-established, the media gateway switches the communication
server signaling back to the normal link.
All calls are maintained while normal IP network signaling is re-established.
In addition, when the IP network is unavailable, voice inter-site communications can be established
via the public network. Dialed internal numbers are translated automatically into public numbers.
This mechanism can also be used when the Call Admission Control of the remote site is reached.
Note 2:
Because a minimum of telephone services are offered for inter-site communications, it is not
recommended to use this “private to public overflow” permanently.
Within the Alcatel-Lucent OmniPCX Enterprise Communication Server architecture, it is possible to
mix both features, PCS and "Backup Signaling Link of Media Gateways", if they do not back up the
same sites.
IP Touch sets survivability
Dynamic IP address allocation of IP Touch sets (Alcatel-Lucent 8 Series sets), located in remote
sites, can be done with a central DHCP server. During its first initialization, the IP Phone stores all
the IP addresses (its address, TFTP server address, default gateway address, and subnet mask
address) given by the DHCP Server. In this way, when an IP Phone is not able to reach a DHCP
server (for example, IP WAN network outage), the IP Phone initialization is possible and it can
establish its telephony signaling link with the Communication Server via the media gateway and the
backup signaling link on PSTN.
The signaling link between a remote IP Touch and the Communication Server is direct. This means
that, even if the remote Media Gateway is out of order, the IP Touch is able to communicate with
other devices.
Note: Static IP addressing from the IP phone is always available. This feature is compatible with the
IP Touch Security feature providing encryption and firmware integrity.
When there is no PCS and no backup signaling link, SIP survivability may apply to Alcatel-Lucent 8
series phone Extended Edition. When the Com Server is not reachable via the IP network, the set
operates as a SIP set via the SIP proxy.
Calls are established by the SIP proxy server through the PSTN.
Rescued phones must be situated in domains where there is a router implementing SIP proxy
features. They must have been initialized in the Alcatel-Lucent proprietary mode at least once and
sent SIP binaries and parameters to the Communication Server.
Business continuity of IP Touch in case of IP failure
IP Touch is able to maintain the active communication even if the connection with the
Communication Server fails. The communication is maintained until either user or remote party
hang’s up.
Page 37
When Com Server is lost, the phone is frozen, except for the audio management: user is able to
handle HP+/HP-, mute/un-mute, voice mode switch (Handset, Hands-free, Headset). In addition,
an error message is displayed on the phone screen.
After call completion (hanging-up of called or callee), the IP Touch restarts and registers
automatically to either a PCS (in NOE mode) or an AudioCodes SIP survival gateway (in SIP or SIP
TLS mode).
Business continuity for out of service Digital/Analog devices
To avoid loosing communication, an automatic immediat forward towards either an immediate
forward number or associated overflow number is proposed when the digital or analog caller
devices is out of service.
Fallback when SIP Voice Messaging is not reachable
To avoid loosing communication, the calling device rings when it is forwarded (any kind of call
forwarding) to an out of order or unreachable SIP Voicemail (e.g. OT Messaging).
Dual LAN attachment
The servers, hosting Alcatel-Lucent OmniPCX Enterprise Communication Server or OpenTouch™
packages, provide two Ethernet ports to prevent network related problems. If one of these two
ports fails, traffic is automatically routed to the second port so that there is no service interruption.
Only one Ethernet port is active at a given time. Dual Ethernet does not support:
·
·
Load balancing
Split of data stream per application
Dual Ethernet is not compatible with encryption. When encryption is used, one Ethernet port is
connected to the encryption device. The other Ethernet port is not used.
Page 38
Uninterruptible power supply
An external UPS provides a battery backed up
supply to keep equipment operating when there
is a power cut and effective protection against
damaging surges.
UPSs are designed for USB compatibility and
include power management software.
A battery pack, an external UPS may be used to
provide power redundancy. In case of a long
power failure, the external UPS sends an alarm
to stop the OpenTouch server, and shutdown the
different Virtual Machines, then the host,
correctly.
This provides sufficient time to stop the system
properly without risking any loss of data.
Note: Only the UPS recommended by AlcatelLucent for the OmniPCX Enterprise are
supported.
3.2 Time and date management
Most applications need to retrieve or record reliable time information: the messaging application
must provide date-related data for all types of messages.
For company critical applications such as call centers, messaging systems, or accounting systems,
access to time-sensitive information from a reliable or universal time source is mandatory.
Most company applications, whether related to voice or not, must share timer information provided
by a reliable time source.
Today, the various application components of an information system are usually synchronized on an
independent time source:
·
·
The system clock of the server hosting the application provides the time used by the
application.
The communication server is synchronized according to the operating time source (when
available) or PBX internal clock.
Alcatel-Lucent OmniPCX Enterprise Communication Server system administration determines the
date and time used by any feature requesting such data. An internal clock is configured and can be
updated via ISDN or NTP.
In as much as a customer may need different time zones for the same system, different time zones
can be configured according to IP domains (see: module Topology - Distributed Architecture with
Centralized Call Control - Multi-Time Zone).
Page 39
3.3 Business Telephony routing for branch offices
Business Contact Standard Edition is a packaged solution offering an intelligent business call routing
for branch offices, using standard telephony, upstream of a contact center. Based on the OmniPCX
Enterprise, Business Contact Standard Edition was created for services companies organized in
branches that wish to personalize contact with their customers and offer a consistent welcome
across their entire organization. Customers are sent straight through to their preferred advisor or
routed to the next best available profile. Irrespective of where the customer call comes from, it will
always reach the right advisor, rather than a contact center or an IVR. This direct contact with the
right person can radically reduce abandoned calls estimated to be up to 20% and accounting for 4
million € loss per year in financial organizations, according to Gartner.
By always connecting the customer to the right advisor, irrespective of where the customer is
calling from, Business Contact drastically reduces lost calls and enhances business calls and
advisors’ activity insight through call tracking. This directly impacts direct touch activities by
creating long-lasting customer-advisor relationships.
As it is using the powerful Business Contact Engine, further customization is easily possible from
Alcatel-Lucent Professional Services (upon request), to adapt to the customer organizational and
business structure, job profiles, opening hours, and more. Business Contact Standard Edition is
easy and fast to deploy; it includes predefined routing strategies for 50 Business Contact users.
Branch
Office
Preferred
assistants
Visit Card
Personal
advisor
y*
busy*
1
2
Direct call
Customer
Customer calls his personal
advisor which responds if available.
If he is unavailable, then route to
any one in the branch office according
to business rules & skills
1
routing towards an assistant
2
routing towards a job profile
3
Two choice menu or
Final route (e.g. Contact Center…)
Available
specialists
3
* Busy / No answer / OOS
Route to…
Contact
center
Attendant
Voicemail
Key features
·
·
·
·
Business Contact Unified engine with built-in predefined strategies:
–
Configurable to adapt to job profiles
–
Integrated with calendar for branch office opening hours management
–
Adaptable to organization structure (branch office)
Complements the OmniPCX Enterprise business telephony services
Centralized performance measurement through call detail records
Existing strategies can easily be replicated into new business units or branches
Page 40
·
·
High availability (optional)
Customizations to meet specific needs (optional)
Benefits
·
·
·
·
·
Ensure unified welcome across a distributed business organization
Easy to manage and use
Fits perfectly in your existing Alcatel-Lucent IP architectures
Improves customer satisfaction by drastically reducing lost calls
Helps better measure advisors’ performance
Prerequisites
Hardware
·
·
·
·
Quad core processor 2,0 GHz, 4 GB of RAM, 80 GB of hard disk space
The hardware platform is not provided
Check that your platform is a Red Hat Enterprise Linux certified platform
Only 32-bit and 64-bit editions of RHEL are supported
Licenses
·
·
·
Red Hat Enterprise Linux R4 u8 or R6
Latest supported OmniPCX Enterprise release
Required OmniPCX Enterprise elements (not included)
–
1x RSI Routing Services Interface Server
–
1x TSAPI server
Limits and restrictions
·
No CTI monitoring of the Business Contact Standard Edition users and thus no screen popup or CTI integration available in R1.0
Page 41
3.4 OmniPCX RECORD Suite
The Alcatel-Lucent OmniPCX RECORD Suite offers small and medium-sized businesses a complete
tracking solution for customer interactions through unique call recording, screen capture and
coaching capabilities. Flexible, simple to install and user-friendly, it seamlessly integrates into both
new and existing OpenTouch™ Server environments.
Key features
·
·
·
Modular offer
–
RECORD: rich recording facilities of inbound and outbound calls in multiple audio
formats (MP3, GSM6.10, WAV)
–
SCREEN CAPTURE: complete user desktop activity capture
–
SILENT MONITOR: remote and discrete monitoring
–
QUALITY MONITOR: evaluation of recorded employees and instant coaching
sessions
Architecture
–
Call recording in SIP (declared as SIP SEPLOS), VoIP, analog, digital and mixed
environments
–
Web-enabled architecture that makes it easy to locate and use recordings
–
Multiple language web interface
–
Centralization of recordings from independent satellite sites to a central server
–
Support of multi-node environments
–
High availability (Warm standby)
–
Support of virtualization
–
Open integrations through the Application Programming Interface (API)
Compliance
–
Records encryption
–
Login authentication via Radius server
–
Compliance with Thales encryption
–
In line with Payment Cards Industry (PCI) requirements for call recording
systems
Benefits
·
·
Fulfills every need with a modular offer made up of four modules (Record, Capture, Silent
Monitor and Quality Monitor)
Accelerates resolution of customer issues
Page 42
·
·
·
·
·
·
Minimizes risk of disputes through complete tracking of customer interactions
Boosts customer satisfaction and loyalty
Enhances employee productivity thanks to monitoring and coaching
Improves quality assessment based on actual customer-employee interaction recordings
Transparently integrates with Alcatel-Lucent Communication Servers
Minimal hardware requirement (single server)
3.5 Integrated voice guide services
The Alcatel-Lucent OmniPCX Enterprise Communication Server includes recordings of human voice
guides to provide users with information on the various options available to them during a
telephone call. Voice guides give verbal information about the current status of the phone and offer
direct access to appropriate features. These step-by-step instructions are available on any phone,
ensuring easy use of all features and helping to avoid errors. Voice guides operate as dialing tones:
the user can start dialing at any time.
Voice guides are available in all languages as a standard feature (with a female or male voice,
depending on customer choice). They can be broadcasted to internal and external users alike.
Customization of voice guides, as well as creation of specific voice guides is made available to the
customer as a standard feature. You may record your own voice guides, either mimicking the
standard recordings and/or providing any information you deem relevant. Recordings can take
place in a professional studio, but you can greatly reduce your costs by using the Alcatel-Lucent
Audio Station application to record your own messages with a high professional sound quality or
using an Alcatel-Lucent 8/9 series phone. Customized files are easily integrated to the system to
reflect your company image.
A standard (free of rights) music-on-hold file is included on the voice guide CD-ROM delivered with
the Alcatel-Lucent OmniPCX Enterprise Communication Server. You may use this file, customize it
with voice messages, or play the music file of your choice, unless you prefer to connect another
device to the server.
The voice guide feature also includes: wake up calls, off-hook messages and greetings.
Page 43
Pre-recorded standard messages are available to greet incoming calls. According to configuration,
when the Alcatel-Lucent OmniPCX Enterprise takes an incoming call, a pre-programmed message is
played before the caller is diverted to a directory number.
·
·
·
Greeting messages are stored in the system (maximum 254 messages)
Messages are selected according to user requirements
The chosen greetings can apply to individual phones or to all extension phones, or can be
dependent on the recipient’s status
3.6 Multi-time zone
The Alcatel-Lucent OmniPCX Enterprise Communication Server system allows to set up local time
zones for each IP domain. This enables sets to display the real time of the site. The date format
may be either in the order day-month-year, or in the order year-month-day.
This data is updated by ISDN or NTP and changes automatically with Daylight Saving Times. It is
displayed on mobile or fixed digital sets (whether IP or TDM) and attendant sets (for example,
Alcatel-Lucent 4059 IP attendant console). It applies to all user time-related features such as wakeup and appointment calls, unanswered call time, deposit time for text messages, charging
(accounting tickets, according to the correct time zone), and is also updated in these features'
corresponding voice guides. It is also compatible with DECT and MIPT roaming.
The Alcatel-Lucent OmniTouch 8440 Messaging Software records messages with the local date and
time of the receiving set. The voice mail allows mailbox owners to select their present time zone
from a Web interface. This operation guarantees that the voice mail announces the date and time
of messages received by the mailbox owners according to their time zone.
Restrictions:
If an IP domain includes SIP or S0 sets:
·
·
SIP sets display their own date and time
S0 sets display the system date and time
3.7 Multi-country
IP telephony domains can be used to associate specific countries to IP devices. In addition, the
Alcatel-Lucent OmniPCX Enterprise Communication Server supports configurations where the
remote sites are located in different countries.
The multi-country mode is used for:
Page 44
·
Tones setup. The tone generation definition of the corresponding country is sent by the
Com Server to the Media Gateway at Media Gateway initialization. For IP Phones, the Com
Server sends the tone generation definition of the corresponding country to the set.
When a tone is sent to a device, the Com Server checks the country declaration of this piece
of equipment and sends the corresponding tone parameters in a specific tone message.
·
Call back service. An External Call Back Translation Table is used for incoming calls.It
converts the number of the external caller presented by the public carrier.The number thus
translated is the exact number a user/system must redial in case of callback.
The translated number is:
Displayed as caller number on digital sets with a display
When applicable, added to the list of unanswered ISDN calls on a digital set with a
display
· Used to call back the calling set
· Stored in a call log
In case of multi-country configuration, A call can enter the system via a trunk group located
in one country and be internally routed to the called set located in another country.
Regardless of called set location, the calling number displayed must be the number to dial to
call the caller back, in other words:
· The outgoing prefix must be the prefix used in the country of the called set
· If the calling set is located in a foreign country, the international access prefix and
the national code must been added
Common Hardware boards initialization and other pieces of equipment initialization (IP
devices and devices linked to a Common Hardware board).
·
·
·
The multi-country mode affects:
·
·
Calls to a forwarded set not located in the same country as the caller. The calling number is
built with the directory number of the forwarded set
Calls to a remote extension (for example, mobile phone) not located in the same country as
the caller. The calling number is built with the directory number of the remote extension
combined with additional parameters
3.8 Calling line identification (CLI) per IP Domain
IP telephony domains enable to define a specific installation number corresponding to a local
number of the remote site. This number is mainly used as CLI number for outgoing calls from nonDID sets.
This is particularly useful for outgoing emergency calls. It prevents the emergency center from
being misled by a CLI number which would not correspond to the real location of the calling party.
For emergency numbers, a specific CLI per IP domain, allows emergency services to call back the
user (or any other individual in the same geographical location) having called them in the first
place.
This feature is available for PSTN, H.323, and SIP interfaces.
Page 45
3.9 SIP and Web services
Alcatel-Lucent has chosen SIP as one of the corner stones of its standards-based developments for
enterprises interactive communication solutions. SIP has been evaluated as the emerging standard
for the future of real-time multi-media IP communications for the following reasons:
·
·
·
·
·
SIP evolved out of the Internet community and addresses the implementation of real-time
communication services in IP networks:
o
It belongs to the web protocol family: XML, HTML, MIME and others
o
It is directed by the IETF standards body
SIP is at the center of carrier/service provider networks and is currently poised at the center
of several major deployment projects
Completely endorsed by key industry application vendors
Standardization has progressed significantly and ongoing work is fueled by strong
acceptance from the majority of the communication industry
It is the only protocol that provides “across-the-board” solutions according to three major
application points:
o
End-points (devices, stations, phone-sets, soft-clients)
o
Trunking (private or public)
o
Interactive media-based applications
Currently considered as the protocol for the future of Voice over IP, the implementation of any
ubiquitous solution will occur over a period of time, and employ a systematic phased approach. The
scope and breadth of the SIP protocol follows the industry standards process (IETF) and will
progressively enlarge the level of services for each application as the market advances.
SIP basics
SIP is an IP signaling protocol designed to establish, to maintain, and to end multimedia sessions
between different parties. It operates on a client-server mode. It is based on the exchange of text
messages with syntax like that of HyperText Transport Protocol (HTTP) messages. Elements of the
SIP world are identified by SIP Uniform Resource Locators (URLs) like e-mail addresses.
It is important to note that SIP does not provide an integrated communication system. SIP is only
in charge of initiating a dialog between interlocutors and negotiating communication parameters,
particularly concerning the media involved (audio, video). The Session Description Protocol (SDP)
describes Media characteristics.
SIP uses the other standard communication protocols on IP: for example, for voice channels on IP,
Real-time Transport Protocol (RTP) and Real-time Transport Control Protocol (RTCP). In turn, RTP
uses G7xx audio codecs for voice coding and compression.
Unlike H.323, the SIP protocol can rely on the IP network transport protocol in datagram mode
User Datagram Protocol (UDP) in addition to the IP network transport protocol in Transmission
Control Protocol (TCP) connected mode.
UDP has the advantage of being an unconnected protocol that facilitates swift exchanges. It does
not guarantee datagram reception and transmission sequence preservation. Thus, SIP carries out
these functions, using retransmission, acknowledgment and sequencing mechanisms.
As such, SIP is a protocol that can be used for managing Voice over IP (VoIP) sessions over an IP
network but with certain limitations for call handling.
Page 46
SIP and OpenTouch
In OpenTouch SIP can be used for more of the basic communication applications. These include:
·
·
·
Multimedia Routing application controls:
o
Core Switching and handling
o
Building rules for a user to route their calls to the endpoints or to another user
o
User interaction for setting routing rules
User Session Manager to manage:
o
Multiple device ownership
o
Session handover between the devices
SIP Basic communication applications for basic and standard SIP endpoints. These include:
o
Make, take, clear, reject and deflect calls
o
CLIP/CLIR
o
Multi-endpoints forking for user centricity, Multi-lines
o
Hold/retrieve communication and enquiry communication
o
Attendant and unattended transfer
o
Immediate/no response/ on busy/ on busy or no response forwarding managed
by TUI
o
Call-backs for Busy or no answer calls
o
Lock and unlock for each endpoint
o
Message Waiting Indicator (MWI)
o
Get and deposit message in Voice Mail from internal or external calls
o
Peer to Peer Video between endpoints that support audio/video connections
Session Initiation Protocol (SIP) networking
This section describes Session Initiation Protocol (SIP) and how the Alcatel-Lucent OmniPCX
Enterprise Communication Server accommodates this method of communications transport. The
arrival of low-level SIP telephone sets and their increasing availability on the market offers the
possibility of analog phone replacement.
SIP and Alcatel-Lucent OmniPCX Enterprise Communication Server
The Alcatel-Lucent OmniPCX Enterprise Communication Server SIP implementation addresses the
integration of SIP end-points with other devices controlled by the Alcatel-Lucent OmniPCX
Enterprise Communication Server.
·
·
TDM sets and trunks
IP sets and trunks (including IP Touch, H.323 trunks)
This implementation prepares the communication application architecture, to provide SIP enabled
applications to various sets and devices (whether SIP or not). This concerns notably:
·
·
·
·
Alcatel-Lucent OmniTouch 8400 Instant Communications Suite
GVP IP (Genesys Voice Portal)
Microsoft Exchange 2007
Selected Alcatel-Lucent Application Partner Program (AAPP) products such as Thomson ST
2022 & 2030, Ascom i75 and Teledex
Page 47
The Alcatel-Lucent OmniPCX Enterprise Communication Server comes with an embedded SIP
Gateway.
The SIP Gateway consists of the gateway function, and a proxy and registration server:
·
·
·
The gateway deals with the inter-working functions between SIP and OmniPCX phones or
trunks
The proxy deals with SIP routing and SIP end point (phones) location. The proxy looks up
the internal database in order to locate (for example, find the IP address) SIP end points
The registrar receives registration from SIP end points, and stores mapping of SIP phone
numbers and associated IP addresses in an internal database. Authentication for the
registration uses MD5
End points can use UDP or TCP transport.
The Alcatel-Lucent OmniPCX Enterprise Communication Server SIP proxy/gateway is embedded in
the Communication Server, and thus benefits from the “high availability” feature provided by
duplicate (redundant) servers (Backup avoids reregistering of SIP end points after a failure).
SIP trunking
The aim of SIP trunking is to allow connections to a SIP operator with the same service level as
ISDN. This includes the possibility of different types of access, compatibility with existing services,
and integration with the management tools for configuration, observation and call metering.
Several SIP trunks groups can be created:
·
·
One main trunk group is created for the external SIP extensions and Alcatel-Lucent
OmniTouch 8400 Instant Communications Suite
Separate trunk groups are created for external gateways
SIP trunk capacity is an example of the evolution speed in SIP technology. Current capacities can
fulfill requirements for large-size installations, including installations with numerous remote sites.
If an installation including several remote sites, it is possible to configure a local SIP connection to
the PSTN for each remote site. This, for example, enables accounting tickets to include the SIP
trunk group number and to adapt call costs to each site.
The configuration of mini-SIP trunk groups instead of standard SIP trunk groups enables to limit
the number of trunks per trunk group, so that the total number of trunks remains lower than the
maximum authorized, even in case of many trunk groups.
Public SIP trunking
The communication server performs the SIP trunk group signaling.
When the Alcatel-Lucent OmniPCX Enterprise Communication Server is connected to the PSTN via a
SIP carrier:
·
·
·
SIP signaling exchanges are between the Communication Server and the SIP carrier
gateway.
Voice flows are exchanged between Alcatel-Lucent IP phones or IP Media Gateway and the
carrier Trunking gateway.
TLS/SRTP protocols can deployed to protect SIP communication with external/ public SIP
Gateways. TLS protects SIP signaling and the SRTP protocol (two keys: one key is used to
Page 48
encrypt sent voice flow and an other key is used to encrypt received flows) protects voice
flows. Thus, End-to-end encryption, between carrier and all OmniPCX Enterprise equipments
(IP Phone, Media Gateway, Com Server, …) can be proposed.
Note: end-to-end ABC subnetwork encryption is not yet possible.
·
The SBC is the access point to the carrier infrastructure
A Session Border Controller (SBC) is a gateway that typically resides at the boundary of an IP
network. This device is used to control the signaling and media streams. SBCs are put into the
signaling and/or media path between calling and called party.
The call barring category, connection category and entity are all processed
Call Detail Records (CDR) are generated as for legacy trunk groups, and the Call duration mode is
used for accounting purposes.
Call Admission control (CAC) is configured in the Alcatel-Lucent OmniPCX Enterprise Communication
Server to control the number of calls through the PSTN trunking gateway and so controls
admissible calls between SIP endpoints using the IP domain feature. CAC is used for:
·
·
SIP sets
Analog sets or FAX device behind SIP gateways (declared as SIP users)
Note: CAC is not applied to SIP video flows. Bandwidth must be calculated to avoid deterioration in
voice quality.
Supported telephony features
The tables in this section contain the telephony features supported by the Alcatel-Lucent OmniPCX
Enterprise Communication Server with current limitations.
In the following tables:
·
·
User side feature means if service is available to user on OmniPCX side when
communicating with/through a SIP trunk
SIP public trunk side means that a service activated on OmniPCX involves the SIP network
to perform the service. If yes, means that the service can also be activated on carrier side.
Page 49
SIP-related Features
User
side
SIP public
trunk side
(NGN
involved)
SIP
private
trunk
side
Comments
Basic call Outgoing with
number and name
display
Yes
Yes
Yes
Block dialing for OG
Canonical form for public numbering
<sip:+33390677517@my_domain>
RFC 3261
Basic Call Incoming with
DDI with number and
name display
Yes
Yes
Yes
Canonical form for public numbering
<sip:+33390677517@my_domain>
Range of DDI numbers/users must be
provisioned at the NGN side
RFC 3261
Calling line/name
Yes
identification
presentation (CLIP/CNIP)
Yes
Yes
Provided there is compliance with RFC
3323, 3324 & 3325 is ensured and the
Alcatel-Lucent OmniPCX Enterprise
Communication Server is considered as a
trusted element
Calling line identification
restriction (CLIR)
Yes
Yes
Yes
3323, 3324 & 3325 is ensured and the
Communication Server is considered as a
trusted element
Connected line/name
identification
presentation (COLP)
Yes
Yes
Yes
Connected line/name
identification restriction
(COLR)
Yes
Yes
Yes
Call forwarding
unconditional (CFU) and
on busy/No answer
(CFB/CFNR)
Yes
No
Yes
User side: Performed by joining both half
calls within Alcatel-Lucent OmniPCX
Enterprise Communication Server. RTP
optimized.
Private trunk: provided there is compliance
with RFC 3261 (302 Moved Temporarily
message)
Call hold (CH)
Yes
Yes
Yes
Using SIP-related RFC: RFC 3264
Page 50
SIP-related Features
User
side
SIP public
trunk side
(NGN
involved)
SIP
private
trunk
side
Comments
Enquiry/
Broker/Conference
Yes
Yes
Yes
Using basic SIP features like invite, call
hold, and conference (Conference in the
Communication Server, not using SIP
conference packages)
Attended Transfer/Early
Attended transfer
Yes
No
Yes
User side: Performed by joining both half
calls within Alcatel-Lucent OmniPCX
Enterprise Communication Server. RTP
optimized.
Private trunk: Provided there is compliance
with RFC 3515 (SIP Refer method)
DTMF overdialing
Yes
Yes
Yes
2833
Fax support
Yes
Yes
Yes
T38 ITU-T annex D with G711 fallback
G711 transparent
Same integration with
user and system call
handling features than
for ISDN trunks
Yes
No
Features like DDI, differentiated ringing,
parking, overflow to attendant, charging,
overflow to ISDN
SIP related Features
SIP public
trunk side
SIP private
trunk side
Comments
Authentication for Outgoing
calls/Incoming calls
Yes
Yes
2617 & RFC 1321
Dynamic registration of
OmniPCX SIP gateway to
Carrier SIP proxy (with or
without authentication)
Yes
Range of DDI numbers/users must be
provisioned statically at the NGN side
Alternate SIP proxy through
ARS
Yes
Communication Server side
SIP keep alives to SIP proxy
Yes
Page 51
SIP related Features
SIP public
trunk side
SIP private
trunk side
Comments
Message Waiting Indication
No
Yes
3842
Several SIP trunks
Yes
Yes
Communication Server side
Call Admission Control SIP
Yes
Yes
« IP domain CAC » takes into account
SIP sets inside IP domains
Multi-codec support
Yes
Re-negotiation of codecs in case of
communication evolutions to select
the best quality codec and avoid
audio transcoding
Tel URI
Yes
RFC 3966 – To support tel URI for
incoming calls in addition to sip URI:
IMS business trunking conformance
Registration on Outbound
proxy discovery
Yes
Allows OXE to register to a second
carrier proxy as soon as the first one
is no more active : better availability
for public SIP trunk without losing
calls
P-early media
Yes
RFC 5009 - P-early media is for
policing early media (Ring Back
Tone). Avoid user to stay without
audio in ringing phase in some cases.
Authentication nonce caching Yes
SIP authentication procedure
optimization to avoid challenging
systematically all SIP messages
SIP Trunking and G722
compatibility
Yes
G722 Wide Band Audio on SIP trunk .
Available for G722 capable sets not
IPMG / OXE MS
Law A-mu transcoding with
SIP Trunking
Yes
Avoid deploying additional CS node to
offer a A-Mu law conversion. Both
codecs can be sent by the same
carrier to the same OXE
These SIP devices typically have no directory number in the system and are not registered on the
Alcatel-Lucent OmniPCX Enterprise Communication Server SIP proxy.
Page 52
3.10
Fax Services
Fax Services integrate seamlessly with Voice over IP (VoIP) technology and the T.38 fax relay
capabilities of leading Alcatel-Lucent VoIP gateways, thus enriching unified messaging with fax
communication in addition to e-mail and voice messaging.
Key benefits
Hardware-agnostic and easy to deliver thanks Provides seamless OmniPCX Enterprise integration
to a pure software solution:
and virtual machine support
Allows co-hosting of software on the same server as
the Alcatel-Lucent OmniTouch 8400 Instant
Communications Suite
Improves collaboration & productivity:
Manages large fax volumes and delivers high levels
of scalability, reliability and availability
Offers document communication, processing &
storage
Streamlines business workflow
Improves presence, collaboration and customer
interaction, anywhere, anytime
Cost savings & ROI:
Reduces ongoing fax machine related costs
Eliminates junk faxes, reduces printing
Reduces energy consumption to advance Ecosustainability initiatives
Page 53
Reduces single purpose fax hardware and analog
circuits
Facilitates security & compliance:
Routes sensitive documents to designated recipients
Provides an audit trail of transactions
Key features
Provides a full software-based solution with Red
Hat® Enterprise Linux® environment on the
server
Supports SIP/T.38; no hardware board is
required
Enables transmission and receipt of faxes from: Anywhere through secure web access
Any SMTP-based e-mail messaging system
(advanced features through user forms are
available for Microsoft ® Outlook® messaging
software and IBM® Notes® mailbox)
Any desktop application through a virtual fax
printer
Provides access to system management from
anywhere through secure web administration
Enables enhanced survivability through server
high availability (N+1) mechanism
Page 54
4 Devices and Clients for Connection users
4.1 Defining the Connection user experience
Employees who primarily make extensive use of voice communications benefit from OpenTouch
Connection, the advanced business communications experience available on reliable Digital or
IP deskphones, sturdy DECT or WLAN mobile handsets.
Users can pick the telephony features that suit their office work style from the comprehensive list of
telephony features offered by the Alcatel-Lucent OmniPCX™ Enterprise Communication Server.
Office workers enjoy high-quality, wideband voice communications with easy audio and visual
guidance, and ultra-fast directory look-up from the phone keyboard.
OpenTouch Connection user experience can be enriched with software clients for PCs,
smartphones or tablets that boost their productivity in the office and on the go.
Examples of the OpenTouch Connection experience and applications
4.1.1 Premium DeskPhones
The Alcatel-Lucent Premium DeskPhone leverage new industrial design to enhance telephony user
experience with adjustable foot stand, enhanced audio quality, improved usability with backlit
display, dedicated functions keys and alphabetic keyboard.
Alcatel-Lucent 80x9 are Digital DeskPhones and Alcatel-Lucent 80x8 are IP DeskPhones. They are
equipped with an alphabetic keyboard and an adjustable foot stand ranging from 25° to 60°.
Page 55
Phone capabilities can be extended with Premium Add-on 10 & 40 keys modules or Premium Smart
display 14 keys module.
8068/8068BT Premium DeskPhone
A Bluetooth®
handset or wired
Comfort Handset
Hearing Aid
Compatible
LED
·
·
Flashing blue: arrival of a new call
Flashing orange: alarm
·
·
3.5 mm headset
jack
Alphabetic
keyboard
Color screen
10 dedicated functions
keys
Navigation
Permanent features keys : Quick
access to the phone’s main
features
A wideband speaker for optimized sound
Page 56
8038/8039 Premium DeskPhone
LED
·
·
Comfort Handset
Hearing Aid
Compatible
·
·
Monochrome screen
10 dedicated functions
keys
Navigation
3.5 mm headset
jack
Permanent features keys: Quick
access to the phone’s main features
Alphabetic
keyboard
8028/8029 Premium DeskPhone
LED
·
·
Comfort Handset
Hearing Aid
Compatible
Monochrome screen
6 dedicated functions keys
4 programmable keys with Led and
paper label
3.5 mm headset
jack
Navigation
Alphabetic
keyboard
Permanent features keys : Quick
access to the phone’s main
features
Page 57
4.1.2 OpenTouch Connection for 8082
The Alcatel-Lucent OpenTouch™ Connection for 8082 is a new usage brought by the Alcatel-Lucent
8082 My IC Phone device. This new usage is taking benefit of the fully featured integrated IP
connectivity and telephony already available* on Alcatel-Lucent Premium DeskPhones (8068
Premium) sets by using the Alcatel-Lucent New Office Environment (NOE) protocol,
It offers an unprecedented level of comfort at the desk thanks to its high-quality wideband audio
capacity and its always-on availability. Its capacitive touch screen integrated into its award-winning
design brings intuitive ergonomy and effective usage expected from a business phone.
*please consult feature list
The 8082 My IC Phone set supports 802.3AF power over Ethernet (PoE) (Class 3), and the
maximum power in use is less than 8.2 W. An open connectivity supports easy expansion with a
10/100/1000 Ethernet switch for LAN and PC connectivity, an embedded Bluetooth chipset, a 3.5
mm headset port, as well as connectors for handset.
To reduce and simplify the wiring requirements, the 8082 My IC Phone is powered via Ethernet,
using PoE (Power over Ethernet) technology. It also allows the system to be secured more easily.
In some customer deployment the power adapter can be directly used.
Two references exist in the catalog, one delivers the phone with Bluetooth handset, the other
reference delivers the phone with Comfort handset.
Page 58
4.1.3 8002/8012 Deskphones
Alcatel-Lucent 8002 and 8012 DeskPhones can
operate in SIP standalone mode to communicate via
the SIP interface of the Alcatel-Lucent OmniPCX
Enterprise Communication Server. Following their
registration to the Alcatel-Lucent OmniPCX Enterprise
Communication Server, they operate as integrated
SIP sets and benefit from a large range of business
telephony features, so far reserved for internal
Alcatel-Lucent proprietary devices.
BENEFITS
·
·
·
·
·
·
Meet eco-friendly and low energy
consumption standards
Easy access to audio controls (mute, volume
+/-, handsfree, headset)
Simple navigation through up/down/ok keys
Message Waiting Indication: Voice mail access
and missed calls access are guaranteed from
the phone set (dedicated key and LED
indicator)
Three-party conferences are locally handled
by sets
Server redundancy is supported by sets (Com
Server duplication, Passive Com Server)
You can immediately access all of their powerful features and services with:
·
·
·
·
·
A character-based display
Two-way navigation menu buttons
Display languages include Latin and Cyrillic characters
Giga Ethernet PC connectivity on 8012
Jack connector for headset plug, easy and comfort to handle efficient
business communications
Page 59
4.1.4 4008/4018 SIP Phones
Alcatel-Lucent IP Touch 4008/4018 phone Extended Edition sets can operate in SIP standalone
mode to communicate via the SIP interface of the Alcatel-Lucent OmniPCX Enterprise
Communication Server. Following their registration to the Alcatel-Lucent OmniPCX Enterprise
Communication Server, they operate as integrated SIP sets and benefit from a large range of
business telephony features, so far reserved for internal Alcatel-Lucent proprietary devices.
In SIP survivability mode, the Alcatel-Lucent IP Touch 4008/4018 phone Extended Edition sets can
also operate in a standard SIP environment when registered to the remote SIP proxy server of an
operator. They have a limited set of telephone features (compared to those available with the
Alcatel-Lucent OmniPCX Enterprise Communication Server).
·
·
·
·
·
·
·
SIP mode is activated directly on the AlcatelLucent phone set or via the lanpbx
configuration file (TFTP/HTTP server)
Easy return to the Alcatel-Lucent proprietary
mode is possible at any time
Voice mail access is guaranteed from the
phone set (dedicated key and LED indicator)
Dedicated fixed keys are still available (access
to lines 1/2, forwarding
activation/deactivation)
Programmable keys are automatically
associated to a specific telephony service
(Speed dialing)
Three-party conferences are locally handled
by sets
Server redundancy is supported by sets (Com
Server duplication, Passive Com Server)
A set of paper label is proposed for a quick and easy identification of associated keys.
Page 60
4.1.5 OmniTouch 4135 SIP Conference Phone
The Alcatel-Lucent OmniTouch™ 4135 SIP Conference Phone is a high-quality, easy-to-use audio
conferencing module. SIP-based, it offers four simultaneous connections to create a five-way call
for more efficient conferences. Calls can be recorded (on SD memory card) and stored.
The conference guide enables calls to pre-programmed groups. With expansion microphones, the
OmniTouch 4135 SIP Conference Phone is the business phone of choice for large conferences.
·
·
·
·
·
·
Up to four user profiles can be saved with settings and contact details
Call recording function on SD memory card enables meetings and file notes to be saved and
transferred to a computer
Conference guide enables group calls – All participants in a group can be contacted at the
same time with onebutton access. Up to 20 groups can be stored per profile.
LDAP client with direct access to directory thru dedicated key
Easy configuration with the Web interface – Settings can be imported and exported to other
OmniTouch 4135 IP Conference Phones.
Expansion for large rooms – A combination of the unit’s omnidirectional microphone with
directional microphones increases voice pickup from 30 m2 (320 ft2) to twice that.
4.1.6 81x5 Audioffice
The Alcatel-Lucent 8115 Audioffice and the Alcatel-Lucent 8125 Audioffice are next-generation
conference modules that add premium quality sound and easy-to-use audio conferencing
capabilities to Alcatel-Lucent DeskPhones and SoftPhones.
Audioffice is a versatile smart object with a simple, uncluttered design and outstanding audio
performance that can enhance any conferencing situation. With six broadband speakers, four digital
microphones, a passive radiator for bass boost and immersive spatial sound, Audioffice will foster
more dynamic, nuanced and productive conversations between Alcatel-Lucent end-points for
business communications.
The Alcatel-Lucent 8115 Audioffice features a 3.5 mm input/output jack to connect to AlcatelLucent DeskPhones, and a USB port to connect to Personal Computers.
The Alcatel-Lucent 8125 Audioffice features a 3.5 mm input/output jack to connect to AlcatelLucent DeskPhones, a USB port to connect to Personal Computers, Bluetooth connectivity for
Bluetooth enabled Deskphone, smartphone and tablet and a universal docking solution for
smartphones and tablets.
Page 61
Alcatel-Lucent 8115 Audioffice
Alcatel-Lucent 8125 Audioffice
4.1.7 Mobility WLAN
WLAN Offer
In many business environments, mobility is an ever increasing priority, but the ways in which endusers communicate evolve constantly. Within company premises, end-users get accustomed to
comfortable and efficient methods to ensure voice and data communication exchanges. Away from
the desks, but still at work, they are entitled to expect the same facilities and services.
Alcatel-Lucent, the leader in wireless voice solutions for the workplace, offers the industry's most
advanced Voice over IP (VoIP) service for Wireless LAN (WLAN) networks, namely VoWLAN (Voice
over Wireless LAN) or VoIP on WLAN.
To meet corporate user mobility requirements in company premises, Alcatel-Lucent provides a
range of VoWLAN solutions for businesses in search of a scalable, secure WLAN network to deliver
high performance user access, supporting location tracking applications.
Page 62
Based on global standards for WLANs, Alcatel-Lucent VoWLAN solutions simplify network
infrastructure by allowing converged voice and data traffic over a common wireless broadband
(802.11a/b/g/n) network.
VoWLAN handsets
Alcatel-Lucent offers the industry's most versatile and complete wireless solution for the workplace.
Mobile IP Touch Wireless Telephones are designed for a broad range of enterprise applications,
from general office to industrial use.
The Alcatel-Lucent OmniTouch 8118/8128 WLAN Handsets provide:
·
·
·
·
Time saving benefits for voice and data applications
Alcatel-Lucent proprietary protocol phone services such as caller name display for phone
book members
Excellent voice quality throughout the workplace
Improvements for mobility, responsiveness, and productivity
The lightweight OmniTouch 8118/8128 WLAN Handset are extremely simple to use, require minimal
training, and are durable enough to withstand the rigors of workplace use. The rugged design has
no moving parts or external antenna. A complete set of accessories is available including headsets,
chargers, and carrying cases. OmniTouch 8118/8128 WLAN Handset offer more than just telephone
communication.
A push-to-talk functionality is available with the Alcatel-Lucent OmniTouch 8128 WLAN Handset to
broadcast communication between employees, eliminating the need for two-way radios or walkietalkies. By putting Wireless to Work, Alcatel-Lucent has helped many commercial enterprises to
improve productivity, responsiveness, and customer service.
Alcatel-Lucent's enterprise telephony integration capabilities, standards-based wireless architecture,
excellent voice quality, and portfolio of handsets make Mobile IP Touch wireless telephones the
right choice for wireless LAN telephony.
The Alcatel-Lucent OmniPCX Enterprise Communication Server R10.0 supports configurations
without any additional servers for WLAN handsets in an Alcatel-Lucent WLAN infrastructure. The
Alcatel-Lucent OmniTouch 8118/8128 WLAN Handsets support:
·
·
·
802.11e Wi-Fi Multi Media (WMM)
Enhanced Distributed Channel Access (EDCA)
WMM Power Save (U-APSD)
Page 63
Security
Wifi sets are able to support the WPA2 security mechanism. This protocol is based on the final IEEE
802.11i amendment of the 802.11 standard.
WPA2, like WPA, has two operational modes: Enterprise and Personal.
Enterprise mode uses:
·
·
·
PEAP-MSCHAPv2
EAP-TLS
EAP-FAST
Personal mode:
·
Based on a PreShared Key model, WPA2, like WPA, creates a new session key at every
association.
The encryption keys used for each client are unique on the network and specific to each client.
Ultimately, every client sends packets over the air, encrypted with a unique key. WPA2 is more
robust than WPA. WPA2 uses the AES encryption algorithm instead of RC4 Security (used by the
first version of WPA).
Rogue AP detection is performed by the WLAN controller.
Site requirements
The existing WLAN infrastructure must be studied for compatibility with the WiFi telephony. This
includes the following tasks:
·
·
·
·
All WLAN products must be part of a certified list for compliancy.
Refer to the "Alcatel-Lucent OmniTouch 8118/8128 WLAN Handsets on Specific WLAN
Infrastructures" available on the Business Portal.
The topology has to be studied in order to ensure enough bandwidth for voice
communication.
The IP scheme used (L2 and L3) needs to be analyzed to fit the architecture.
To ensure correct RF coverage for providing seamless handovers, a Voice site survey is mandatory.
4.1.8 Mobility DECT
Dect Offer
To meet corporate user mobility requirements in company premises, the Alcatel-Lucent OmniPCX
Enterprise Communication Server offers a wireless telephone service based on the international
DECT (Digital Enhanced Cordless Telecommunications) standard.
The DECT standard is a cellular technology that uses the 1880/1900 MHz frequency band. DECT is
available:
·
·
In all European countries
In a large number of Asian and African countries. The 1900/1930 MHz bandwidth is used for
Thailand and Latin American.
Page 64
The DECT standard is designed to provide mobility services in environments with high user density
such as large buildings or campuses: 10 000 Erlangs/Km sq. (GSM 200 Erlangs/Km sq., DCS 500
Erlangs/Km sq.).
This standard is based on a digital technology providing high quality communication, with Roaming
and Handover (Handoff) capabilities.
CDCS (continuous dynamic channel selection) is a unique feature that ensures that every mobile
phone operates on the best available radio channel. In addition, no frequency planning is required
when adding a radio base station. All base stations can transmit on any channel.
The Alcatel-Lucent OmniPCX Enterprise Communication Server integrates mobility components
based on the DECT technology, offering ergonomics, security, and user-friendly management.
Alcatel-Lucent DECT handsets
This product line, fully compatible with existing indoor and outdoor Alcatel-Lucent base stations, is
based on three products:
The Alcatel-Lucent 8232 DECT Handsets are designed to suit the voice requirements of employees
who are away from their office. They offer access to the same added value voice services as
Alcatel-Lucent fixed desk digital phones. All of them are equipped with a color display and can be
dedicated to the intensive mobility needs of most companies today.
Designed as a high-end business terminal with capabilities such as large color screen for crystal
clear readability and HD Audio-Ready technology for superior audibility, the 8242 DECT handset
also provides notification, and location capabilities, as well as a one-button alarm function to
address verticals such as hospitality, healthcare or any other on-demand environment
Alcatel-Lucent Mobile DECT 500 is mainly designed for isolated workers in harder physical
conditions or explosive environments.
The products benefit from an improved usability through functions like backlight display and a
vibrate mode.
Page 65
4.2 PC & MAC Software applications
4.2.1 PC and MAC applications per system package
Software applications for MLE covering all user profiles – from voice to UC&C are available on PC
and MAC platforms. The following applications are available according to packages and user
profiles.
Infrastructure
OXE
ICS
OTMS/OTBE
Connection User Conversation User
OpenTouch Connection
PC
OpenTouch Conversation (*)
PC
IP Desktop Softphone
PC, MAC
My Instant Communicator
PC, MAC
PC
(*) Refer to Section “Device and Clients for Conversation Users”
4.2.2 OpenTouch Connection for PC
Introduction
OpenTouch Connection for PC is an enterprise-grade softphone application that manages
communications easily and efficiently, all from the computer desktop. This application can be used
as business phone companion or can replaced a deskphone with following capabilities: manage
incoming and outgoing calls; display when contacts are available; provide a snapshot of all activities
(call backs, new voice mail, and missed calls); search for local or corporate contacts; and manage
voice messages. All this functionality is available from any location and uses a single identity no
matter what device is used.
OpenTouch Connection seamlessly integrates with Microsoft® Outlook™, Microsoft® Lync™, IBM®
Notes™ and IBM® Sametime™ applications to provide telephony and messaging services. Users can
also easily schedule and manage OpenTouch conferences from Microsoft Outlook.
Figure 1 Session window
Page 66
Figure 2 Search bar and taskbar icon
Benefits
Bring business-class
IP telephony to the
desktop
OpenTouch Connection is a softphone with high-fidelity wideband audio and
deskphone control features (including the ability to make calls, receive calls,
clear calls, forward calls, transfer calls, conduct three-party conference
calls, hold/retrieve calls, and switch between calls). OpenTouch Connection
for Microsoft® Windows™ PCs makes voice communications simple and
reliable.
Work from anywhere
Regardless of location (on the company premises or off-site), the
application boosts productivity by providing quick access to enterprise-grade
business communication features and services, including: telephony
services, event notification, corporate directory, communication history, and
colleagues’ availability.
Maintain a single
identity
Employees can be contacted faster and more efficiently with a single
business identity when using the deskphone, PC, mobile phone, or any
other device.
Monitor colleague’s
availability
Telephony presence allows users to visually monitor whether colleagues’
phones are on- or off-hook. This helps users avoid placing calls when other
parties are unavailable and reduces the time spent creating and/or listening
to voice mail.
Collaborate directly
from Microsoft and
IBM business
applications
Access OpenTouch Connection application capabilities from common
Microsoft and IBM desktop applications, including the ability to:
Click-to-initiate voice calls and click-to-play voice messages from contact
cards and email when using Microsoft Outlook or IBM Notes.
Schedule and manage OpenTouch conferences from Microsoft Outlook.
Complement Microsoft Lync and IBM Sametime collaborative workspaces
with enterprise telephony, messaging services and phone presence.
Page 67
Communicate
securely
Wherever employees chose to work – on company premises or off-site –
OpenTouch Connection for PC allows secure communications with
colleagues and customers.
Figure 3 Call toast
Figure 4 Contact card
Features
OpenTouch Connection for PC can be used in following contexts:
·
·
·
Deskphone control
o User controls his business phone from the PC while in his office.
Mobility mode (aka «Nomadic»)
o When away from his office, user can:
§ Associate a PSTN number (e.g. mobile phone, home phone) with OpenTouch
Connection
§ Or use voice over IP (SIP-based communications)
o Business phone is frozen while using this mode.
o Voices over IP communications are SIP-based with narrowband (G.711u/a,
G.729a/b, G.723.1) and wideband (G.722.2) audio codecs.
Softphone mode
o User can make and receive phone calls from anywhere he can access the corporate
network with the Personal Computer.
o Voice over IP communications are SIP-based with narrowband (G.711u/a, G.729a/b,
G.723.1) and wideband (G.722.2) audio codecs.
Main features of OpenTouch Connection are as follows:
Enterprise-class IP telephony
·
Make, receive, and control phone calls from the office or off-site.
Page 68
·
·
·
Use traditional telephony features with business-quality audio.
Click-to-call from common Microsoft and IBM desktop applications (Outlook, Lync, Notes,
Sametime) without having to look up phone numbers.
Use integrated call control features for Plantronics® and Jabra® audio devices, including
call answer/end and synchronized mute.
Single identity
·
Maintain a single business identity – with one phone number – when using the PC,
deskphone, mobile phone, or any other device.
Contacts
·
Search for local (Microsoft Outlook) and corporate contacts.
Phone presence
·
View colleague availability in real-time and avoid placing phone calls when the recipient is
using the telephone.
Communication history
·
View information about previous communications and quickly redial a party.
Notifications
·
Check new voice messages, missed calls and callback requests.
Visual voicemail
·
Display and manage voice messages as easily as email using a visual voicemail interface
that allows messages to be selected, played back or deleted in any order.
Microsoft integration
·
·
·
Use Outlook to click-to-initiate voice calls from contact cards and email, and to click-to-play
voice messages from email.
Complement Lync collaborative workspaces with enterprise telephony, messaging services
and phone presence using an external control pane.
Schedule conferences from Outlook; invitees receive an email invitation or Outlook
appointment that includes a link to the conference.
IBM integration
·
·
Use Notes to click-to-initiate voice calls from contact cards and email, and to click-to-play
voice messages from email.
Complement Sametime collaborative workspaces with enterprise telephony, messaging
services and phone presence using an embedded panel.
Virtual environments
·
Complement deskphones (Voice over IP is not supported) by deploying OpenTouch
Connection for PC in virtual environments using Citrix® XenApp™ 6.5 and Microsoft®
Windows Server™ 2008 Remote Desktop Services (RDS).
Secure access to corporate infrastructure
·
·
·
Reverse proxy support.
Session border controller (SBC) support.
Virtual private network (VPN) support.
Page 69
Figure 5 Notifications and Call history
Figure 6 Visual voicemail
4.2.2.1
OpenTouch Connection is complemented with Microsoft Outlook (versions 2010 and 2013) add-ins
for:
·
·
·
Conference scheduling
Telephony and messaging services
Searching personal contacts
OpenTouch Connection complements Lync 2010 collaborative workspace with telephony services,
messaging services and phone presence.
Conferencing add-in for Microsoft Outlook
Use Microsoft Outlook to schedule OpenTouch conferences. Invitees receive an email invitation or
Outlook appointment that includes a link to the conference.
Figure 7 Conferencing add-in
Page 70
Click the Conferencing icon to create a new OpenTouch conference (this creates a new
appointment in the Calendar with current date and hour) or start creating an appointment and then
click the OpenTouch conference icon:
Figure 8 OpenTouch conference
Telephony and Messaging add-in for Microsoft Outlook
Use Microsoft Outlook (via an add-in available in Outlook Ribbon) to:
·
·
Click-to-initiate voice calls from contact cards and emails
Click-to-play voice messages from emails
Figure 9 Telephony and Messaging add-in
Call the sender of an email or make a call from a contact card:
Page 71
Figure 10 Call from an email
Figure 11 Call from a contact card
Play a voice message received via an email (when using the unified messaging store based on the
email server):
Figure 12 Play a voice message received in an email
Use the Record button (when creating a new mail, when replying or forwarding an email) to add a
voice message (.wav file) to an email:
Figure 13 Record and send voice messages
Microsoft Lync integration
OpenTouch Connection complements Microsoft Lync 2010 collaborative workspace (client-to-client
integration) with enterprise telephony, messaging services and phone presence using an external
control pane.
Page 72
Figure 14 OpenTouch Connection control pane
OpenTouch Connection control pane for Microsoft Lync provides:
·
·
·
·
·
·
·
·
·
·
·
·
Deskphone control
Inbuilt Softphone with wide-band audio (G.722.2) for PC to PC communications
Phone presence
Drag and Call
Direct dial
Primary device management (“current phone” for the audio media)
Notifications
Call session management, call control, call forwarding
Call history
Visual voicemail
Single sign in
SIP TLS/SRTP (with Reverse Proxy and SBC network elements) for PC to PC communications
Page 73
Figure 15 Features from the control pane
4.2.2.2
IBM integration
Telephony and Messaging add-in for IBM Notes
Use Notes to click-to-initiate voice calls from contact cards and email, and to click-to-play voice
messages from email.
Figure 16 Telephony and Messaging add-in
·
·
·
Call the sender of an email or make a call from a contact card.
Play a voice message received via an email (when using the unified messaging store based
on the email server).
Use the Record button (when creating a new mail, when replying or forwarding an email) to
add a voice message (.wav file) to an email.
Page 74
IBM Sametime integration
OpenTouch Connection for IBM Sametime 8.5.x uses best in class unified communications
capabilities from Alcatel-Lucent and IBM to transform the business processes and reach new levels
of productivity. This easy-to-use desktop integration:
·
·
·
Complements IBM collaborative workspace with Alcatel-Lucent business-class telephony
capabilities and unified messaging services
o Built on Sametime user expertise
o Real time presence back and forth
o Click-to-call from contacts list
Increases productivity and speeds decision making by streamlining communications
o Enrich existing IBM Sametime presence and instant messaging capabilities with a
broad set of Alcatel-Lucent unified communications services
Provides a single call-control architecture
KEY FEATURES
Hardphone control or VoIP with the Personal Computer (high audio quality with G.722.2 wide band
codec)
Phone presence of the Lotus Sametime contact user wants to reach
Place a business call from the Lotus Sametime buddy list
Inbound call notification (move calls to the voicemail, to a phone number, answer with an instant
message)
Notifications (display missed calls, callback requests and new voice messages)
Visual voicemail
Business call history (display all incoming and outgoing calls)
Call forwarding (forward calls to the voicemail, to pre-defined phone numbers, to any number)
Call session management (with mid-call control features, rich presence, call information…)
Media blending
Anywhere access: use any phone to be the current phone for placing and receiving calls
Page 75
Easy desktop integration and deployment
Single sign in
IBM Sametime and OpenTouch Connection clients are joined and appear as a unified user interface.
The Sametime client uses the same extension as OpenTouch Connection for Remote Call Control or
the Softphone mode.
Calls originating from Sametime client are routed through the OpenTouch Connection client.
OpenTouch Connection client is installed on the same machine as the Sametime client. Integration
is available when Sametime user is logged in.
Figure 17 OpenTouch Connection panel for IBM Sametime
Page 76
4.2.3 IP Desktop Softphone for PC and MAC
The IP Desktop Softphone is a voice telephony application installed on a user’s desktop (PC or
MAC). This multimedia, fully-integrated telephony solution completely replaces physical phones,
when desktop connection is the preferred communication mode. The IP Desktop Softphone
emulates a 4068 IP Touch set / 8068 Premium DeskPhone. The application is quick and easy to
install. User-friendly, it accommodates customizations to suit user preferences. This application
makes it transparent for remote workers to phone and to be called as long as they are connected
to their network using their company VPN.
Benefits
·
·
·
·
·
·
·
Fully-integrated telephony solution
Quick and user-friendly access to telephone facilities
Help businesses optimize their employee’s productivity
8082 My IC Phone user experience for fast adoption
Easy integration of remote and home workers, especially when desktop connection is the
preferred communication mode
Carbon footprint reduction
Communications, connectivity and hardware costs control
Features
·
·
·
·
·
·
·
·
·
·
VoIP protocol provides voice communications on the computer
Runs under MS Windows, Apple MAC OS
Available off-site anywhere the user is able to connect the customer IP network via a
company VPN (works on Ethernet, WiFi, 3G/4G cellular)
Available on-site on wired Ethernet connection or WiFi
Suitable in both Business and Contact Center environments
G.711 and G.729 codecs are supported
User interface can be personalized
Identical display and keys as the 8082 My IC Phone
Desk sharing supported
Telephony is supported on any CTI environment (ex: Contact Center agent workspace,
Desktop Application, TSAPI or specific CTI Toolbar)
Page 77
·
·
·
·
QoS Level 3 IP TOS / DSCP
Up to 15 different ring tones
Customized skins can be created to meet specific client needs on demand
It is also possible to adapt the application on demand to meet specific needs
4.3 Smartphone Software applications
4.3.1 Smartphone applications per system package
Software applications for MLE covering all user profiles – from voice to UC&C are provided on
different platforms. Following applications are available according to packages and user profiles.
Infrastructure
OXE alone
ICS
OTMS/OTBE
My Instant Communicator (MIC)
Mobile Edition
Android
iPhone
Android
iPhone
BlackBerry BlackBerry (*)
BlackBerry (*)
(MIC v3)
(MIC v4)
(MIC v3)
OpenTouch Conversation (**)
Android
iPhone
iPhone
iPhone (***)
(*) OpenTouch Enterprise Cloud offer only
(**) Refer to section: “Devices and Clients for OpenTouch Conversation users”
(***) Connected to embedded OmniPCX Enterprise in OpenTouch Business Edition
4.3.2 My Instant Communicator Mobile edition for Connection User
Benefits
·
·
Borderless office
o Users have unified communication capabilities everywhere (on-site and off-site) so
they are able to get business notification events (voice mail, callback request, missed
call, instant message) and access to enterprise-grade services (e.g., corporate
directory, telephony presence, instant messaging and collaboration/conferencing)
regardless of location.
Increases first-call resolution
o Single business number - Avoid wasting time by having one number that
automatically follows a user across multiple phones (fixed and smartphone).
o Media blending - Provides additional media options for answering a call such as
email or instant messaging.
Page 78
·
·
Control/reduce costs
o Cellular: significantly reduce smart phone costs with savings on long distance calls.
o Use Wi-Fi when at the office or home.
o Least cost routing: set up rules based policies to reduce international direct dial and
roaming charges.
Consistent graphical user experience (common look and feel)
o Allows users familiar with MIC Mobile Edition to instantly know how to use any
mobile device.
Features
·
·
·
·
·
·
·
·
·
·
·
·
Consistent graphical user interface regardless of the device used (common user experience)
Single business number
o One phone number for both fixed and smartphone devices
o Single business identity, whatever the device used
o Capability to control ringing (fixed and mobile or fixed phone only)
Single business voicemail
o Visual voicemail interface for displaying and managing your voice messages similar
to email
Directory lookup
o Search local and corporate contacts
Business call history
Notifications at a glance
o New voice messages
o Callback requests
o Missed calls
o Instant messages
Business caller identification
Make a call
o From the local contact list or corporate directory
o From the enterprise dialing plan
o From the business call history list
o From the voicemail interface
o Through the attendant or company switchboard operator
Mid-call control
o Make a call, take a call, clear a call, forward, transfer, three-party conference,
hold/retrieve call, switch between calls, etc.
Device handoff
o Move an active call from smartphone to fixed phone
Media blending
o Capability to answer using another media than voice such as email or instant
messaging
Rich presence
Page 79
·
·
·
·
·
·
·
·
o Contact presence
o Phone presence
Instant conference
o Set up and join conferencing calls instantly, anywhere
Secure instant messaging and collaboration
o Set up collaboration anywhere (from chat to data sharing)
Data over Wi-Fi
o Automatic switch to trusted WLAN (roaming)
Secure access to enterprise
o Reverse Proxy https support
o Native BlackBerry Enterprise Server (BES) secured channel
Business and private lifestyle management
o Business mode: Incoming and outgoing calls are processed via the Alcatel-Lucent
communication server. Business notification events are presented
o Private mode: Incoming and outgoing calls are directly processed by the mobile
carrier (no business notification events)
Automatic fallback
o Enterprise-grade voice services remain available (due to fallback in-band DTMF
codes) when secure data channel is off
Least cost routing
o Allows savings for international roaming (set up of rules based policies by the system
administrator)
Application management
o Software download over-the-air
o Remote configuration and provisioning through Alcatel-Lucent client management
functions
My Instant
Communicator
Mobile Edition
v3 release
Android
BlackBerry (*)
iPhone
Consistent graphical user
interface whatever the device
used (common user
experience)
√
√
√
Single number
√
√
√
Visual voicemail
√
√
√
Caller identification
√
√
√
√
√
√
Make a call
o
From the local contact
list or corporate
directory
o
From the enterprise
dialing plan
o
From the business call
history
Page 80
o
o
From the voicemail
interface
Through the company
switchboard operator
Mid-call control
√
√
-
Device handoff
(move active call from
smartphone to fixed phone)
√
√
-
Media blending
o
Voice, instant
messaging, email
√
√
(**)
√
(**)
Phone presence
√
√
√
Contact presence
-
√
-
Directory lookup
√
√
√
√
√
√
Call history
√
√
√
Instant messaging
-
√
-
Data over Wi-Fi
√
√
√
Virtual private network
-
(BES)
-
Reverse Proxy https
√
-
√
Business and private lifestyle
management
√
√
-
(***)
√
-
-
√
-
√
√
√
o
Voice messages,
callback requests,
missed calls, instant
messages (BlackBerry
only)
Automatic fallback
o
Keep voice services
when data channel is lost
Least cost routing
√
√
Application management (****)
o
o
Software download over
the air
Remote configuration
and provisioning
(**) Voice and email only
(***) For Make Call and Release Call services
(****) Using the BlackBerry infrastructure and tools for BlackBerry devices. Using their
corresponding Market Store and OpenTouch for iPhone & Android devices
Page 81
BlackBerry
iPhone
Android
4.3.3 IP Desktop Softphone for iPhone
The IP Desktop Softphone is a voice telephony application installed on a user’s Apple iPhone or iPod
touch. This multimedia, fully-integrated telephony solution completely replaces physical phones.
The IP Desktop Softphone emulates a 4068 IP Touch set / 8068 Premium DeskPhone. The
application is quick and easy to install. User-friendly, it accommodates customizations to suit user
preferences. This application makes it transparent for remote workers to phone and to be called as
long as they are connected to their network using their company VPN.
The IP Desktop Softphone for iPhone and iPod touch is available on the Apple Store.
Benefits
·
·
·
·
·
Page 82
·
·
Features
·
·
·
·
·
·
·
·
·
·
·
·
·
·
VoIP protocol provides voice communications on the iPhone and iPod touch
Desk sharing supported
Horizontal/vertical flip and horizontal full screen on the iPhone
4.4 Tablet Software applications
4.4.1 Tablet applications per system package
Software applications for MLE covering all user profiles – from voice to UC&C are available on PC
and MAC platforms. The following applications are available according to packages and user
profiles.
Infrastructure
OXE
OTMS/OTBE
OpenTouch Conversation (*)
iPad
Android, iPad
Android, iPad
(*) Refer to Section “Device and Clients for Conversation Users”
Page 83
4.4.2 IP Desktop Softphone for Android and iPad tablets
The IP Desktop Softphone is a voice telephony application installed on a user’s tablet (Apple iPad or
Android). This multimedia, fully-integrated telephony solution completely replaces physical phones.
The IP Desktop Softphone emulates a 4068 IP Touch set / 8068 Premium DeskPhone. The
application is quick and easy to install. User-friendly, it accommodates customizations to suit user
preferences. This application makes it transparent for remote workers to phone and to be called as
long as they are connected to their network using their company VPN.
The IP Desktop Softphone for iPad is available on the Apple Store and on Google Play for Android
devices.
Benefits
·
·
·
·
·
·
·
Features
·
·
·
·
·
·
·
VoIP protocol provides voice communications on tablets and Smartphones
Runs under Apple iOS and Android (please check the list of compatible Android devices in
the Services Applications Compatibility Matrix available on the Alcatel-Lucent Enterprise
Business Portal document)
Page 84
·
·
·
·
·
·
·
·
Desk sharing supported (except on Android devices)
Horizontal/vertical flip and horizontal full screen
Page 85
5 Devices and Clients for Conversation users
5.1 Defining the Conversation user experience
Conversation user profile
Employees who need powerful interactive visual communication benefit from OpenTouch
Conversation, the multi-device, multiparty, multimedia experience for easy collaboration at the
office and on the go on entry level to the most advanced SIP Business Phones, software
clients for PCs, smartphones, tablets and WEB interface.
OpenTouch Conversation sessions feature voice, video, instant messaging (IM), presentation
sharing and natural conferencing capabilities to help users better engage with customers, partners
and colleagues. Users can move from a phone call to a conference call simply by adding people to
the conversation — and can add video, show presentations, and exchange files with ease.
Employees can optimize their time by transferring calls to their smartphone, tablet,
videoconferencing end-point, or PC without interruption.
OpenTouch Conversation adapts to the way that users work, fostering conversations that enrich
their business. The OpenTouch Conversation app supports native operating systems for Apple®
iPad™, Apple® iPhone™, Microsoft® Windows™, and Android™ devices. The OpenTouch
Conversation web client supports Google® Chrome™, Mozilla® Firefox™, Microsoft® Internet
Explorer™, and Apple® Safari™ web browsers. No matter the device or platform, OpenTouch
Conversation supports business communications needs.
Examples of the OpenTouch Conversation experience and applications
Page 86
Conversation Services
Conversations across the company:
Social
Imperative
Multi-Party
Conversations
ANY TO ANY
Device
Proliferati
on
Video
Explosio
n
Multi-Device
Conversations
Multi-Media
Conversations
COLLABORATION
VISUAL
Investme
nt
Protectio
n
Multi-Vendor
Conversations
STANDARDS
Multi-party: Native conferencing capabilities during the conversation, at any time
Multi-device: Rapid session shift between devices while keeping the context, no disruption nor
latency
Multimedia: Seamless. Audio-video-document sharing escalations
OpenTouch multi-device features
One-number routing
A user has one directory name and number. Calls to this number can be routed to the device of
choice or to several devices. Depending on working environment, user has the possibility to define
routing rules thus specifying to which business devices (including business phone, mobile, tablet
and PC) , voice mail or other number calls will be delivered and from which devices call is dialed.
Therefore the user can always be reached when he/she is on-site, off-site while benefiting from
OpenTouch advanced services.
Refer to device specific sections for further details.
Note: if the call is routed to a Mobile that is off-line, the call will go to the mobile’s voicemail
system.
Rapid session shift between devices
With the One Number feature, all the user’s devices can be rung at the same time. When the call
is established, the call can be switched to another device with no contact loss or music on hold.
Page 87
Session shift can be activated by a user on an outgoing call or when he received an incoming call.
The user presses a key or selects a menu on the initial device or on the target device
Deskphone and mobile phone remote control from PC
Using Client PC interface user can search into the directory, including system and personal contacts
to perform calls from devices like the mobile, home phone, deskphone.
Unified call and messaging history across devices
The history of the one-number communications is available on the PC , smartphones and tablet
clients. An entry in this history list comprises the remote participant identity, the session time, date,
status (i.e. missed, established) and duration.
Even if a device is not selected as the “Route My Calls” target, the history list on this device will
show the call that was routed to other devices.
Visual voicemail
The OpenTouch interface on the devices can be used to access the mailbox directly. Display and
manage voice messages as easily as email, using a visual voicemail interface that allows messages
to be selected, played back or deleted in any order.
The visual voicemail lets the user be more responsive: instead of listen to messages in sequential
order of receipt (when dialing into the corporate voicemail box and using key presses to navigate),
prioritize messages and get to the critical ones first.
OpenTouch multiparty features
Multiline sets
All advanced Alcatel-Lucent phones can support multiple lines of telephone service. These two
multiline configurations can also be combined on one phone. Multiple lines allow a high level of
telephone traffic to be handled while clearly identifying the origin of the calls.
System configuration can provide a multiline over-ringing tone. This is a short beep tone emitted
for each incoming call on a busy multiline phone.
Enterprise presence including conversation status
Members of the same team can know the current status of team members. Depending on the
device, this can inform the user that a team member is:
–
–
–
–
–
Absent (Out of Office)
Unavailable
In a call
Out to lunch
Present and available
The presence status can be updated on PC, Tablet and Smartphone clients
Manager/assistant
Manager/assistant rules can be activated from the manager or assistant set.
Page 88
For better call management between the parties, telephony status is available for the manager and
the assistant.
A white list of calling numbers can be created in order to take the incoming calls even if a
monitoring rule has been activated.
In case of no response from any of the party, the overflow rules are the one of the manager.
Refer to device specific section for further details.
Supervision / Pick-up
OpenTouch Conversation user benefit from call supervision (observation of telephony status) and
call pick-up services. A OpenTouch supervised user can be equipped with any devices (hardphone)
and/ or Conversation Software client. Several users may supervise the same user.
Refer to device specific section for further details.
OpenTouch Multimedia and Collaboration features
Multimedia escalation
OpenTouch conversation users benefit from native multimedia communication means: according to
device capabilities, it is easy to escalate from audio to video in order to enrich the conversion with
visual interaction.
Multimedia conferencing and Collaboration services
OpenTouch users benefit from multimedia conferencing and collaboration services allowing to
establish conversation (on the fly or scheduled) with multiple participants with presence, instant
messaging , audio, video and datasharing communication means. According to device capabilities, it
is easy to add new participants or to escalate from one media to another (for instance from IM to
audio then to video and datasharing) in order to enrich the conversion.
Page 89
5.2 Business telephony with hardphone
5.2.1 8082 My IC Phone
The 8082 My IC Phone set is a full-featured SIP device which constitutes a new step in the
implementation of user needs and comfort.
The 8082 My IC Phone set provides the benefits of advanced communications to all businesses.
Industries, such as hospitality, finance, healthcare and retail, can bring new experiences to their
employees and customers.
With the Alcatel-Lucent OmniTouch™ 8082 My IC Phone:
–
–
–
–
Conversations can be multimedia. People can add video media during a
conversation. There is no need to switch devices to converse in a different media
Conversations can have context. When combined with the Alcatel-Lucent
OpenTouch™ platform, users have access to a comprehensive new set of
communications services, including address books, conferencing, multi-device
management
Conversations are easy. The smartphone experience is available on the desktop. A
touch screen allows browsing of applications. Any user can easily customize their
homepage and their applications to suit their preferences or their role.
Conversations can include apps. The deskphone can host applications for better
efficiency at the desk. For example, automation features such as heat, or light control
could be accessed by using your deskphone. Users can enjoy new ways of interacting
with a business phone.
The 8082 My IC Phone set is built around a 7 inch capacitive LED backlit touch screen, which
provides a context sensitive feedback.
The presentation screen can be customized for:
–
–
Personal preferences: screen displays and menu presentations can be ordered according
to personal needs (screensaver, melodies, background image, colors, backlight…)
Company brand: Enterprise logos and information can be displayed to highlight the
company image
Access to the most common features is facilitated by a quick access pad, where a sensitive home
key brings you to the home page. Other sensitive keys pilot your audio volume and provide access
to your main applications.
Page 90
In this way, it provides 24 hour access to all the company communications tools.
8082 My IC Phone sets comply with the European standard (ETS300245-2 Annex B), US standard
(UL/CSA 60950), and Australia standard (AS/ACIF S004) for noise and acoustic shock
The audio quality is outstanding with:
–
–
–
–
High fidelity audio quality loudspeaker and handsfree
Wideband audio provides an acoustic frequency response over the range 200-6300 Hz
and audio quality complies with the most widespread narrowband and wideband VoIP
standards
Wideband Bluetooth handset (and headset) for privacy and wires-free mobility
The Hearing Aid Compatibility (HAC) feature, which consists in providing audio
assistance for hearing impaired people Corded Comfort handset is available for high
fidelity audio communication.
An USB camera (Logitech C920) can be connected to 8082 My IC Phone to provide video
capabilities, based on H264 video negotiation.
The 8082 My IC Phone set supports 802.3AF power over Ethernet (PoE) (Class 3), and the
maximum power in use is lees than 8.2 W. An open connectivity supports easy expansion with a
10/100/1000 Ethernet switch for LAN and PC connectivity, an embedded Bluetooth chipset, a 3.5
mm headset port, two USB connectors, as well as connectors for handset.
To reduce and simplify the wiring requirements, the 8082 My IC Phone is powered via Ethernet,
using PoE (Power over Ethernet) technology. It also allows the system to be secured more easily. A
single backup power supply can be used for all devices connected to a switch. In some customer
deployment the power adapter can be directly used.
The 8082 My IC Phone supports the 802.1x MD5 and 802.1x TLS authentication protocols.
The SIP survivability mode allows the continuity of service with a restricted level of services if the
DHCP server or the Com Server are not reachable.
To improve system operating reliability, 8082 My IC Phone sets support SIP server redundancy.
SIP server redundancy allows the continuity of service with the same level of features: when the
main server fails, a switchover to the secondary server occurs.
The two SIP servers can be in different IP subnetworks (spatial redundancy).
Available configurations
The 8082 My IC Phone set has 3 software variants:
–
–
–
OpenTouch Conversation for 8082 My IC Phone is a business set for OpenTouch users,
compliant with Conversation usages.
OpenTouch Connection for 8082 My IC Phone is a business set for Connection users
compliant with NOE protocol on OmniPCX Enterprise
OpenTouch Hospitality for 8082 My IC Phone is a set for guests in a hospitality
configuration with an OmniPCX Enterprise
Page 91
Telephone sets as corporate tools
The 8082 My IC Phone sets come with 3 levels of customization capabilities:
-
Company’s brand customization
The 8082 My IC Phone allows customers to customize their devices upon their need and in
particular to their brand. Company’s graphical chart can then be applied to any device by
modifying colors, background image, melody and screensaver.
The My IC Customizer is a WYSIWYG (What You See Is What You Get) , a very simple
graphical tool available to create packages compatible with the My IC Phone graphics.
The tool is available on the BP website.
-
Company’s efficiency; Company is able to modify some telephony application to make it
compliant to their communication processes. It is called behavioral customization. As an
example, it is possible to add new homepage shortcuts, modify icons or labels of the
homepage, or configure emergency calls buttons.
This capability is available by using the settings editor of the My IC Phone Customizer,
available on the BP website.
Company’s business applications; creation of third party applications
A Software Development Kit (SDK) is available for the set. Please go to the developer portal
for more details on the partner program (http://developer-enterprise.alcatel-lucent.com/)
·
It is possible to add new applications or adapt existing applications to fit the business
context and the user expectations
Re-use objects of the product’s graphical library for fast implementation. Your application is
automatically adapted to the skins selected by the user
Page 92
Access any data, services or events proposed by the Smart Desk Phone platform and
applications to build your own application
Page 93
5.2.2 8002/8012 Deskphones
The Alcatel-Lucent 8002 and 8012 DeskPhones are cost-effective, entry-level phones that offer SIP
telephony for essential communications in a business-grade design. They are the perfect voice
companion to desktop-centric activities to ensure always-on connectivity and fast access to the
enterprise directory
Benefits
·
·
·
·
·
Meet eco-friendly and low energy consumption standards
Offer always-on connectivity to ensure continuity of critical communications
Integrate completely in a multi-device environment
Can be the ideal companion to a softphone for better audio comfort
Simplify operations and reduce OPEX and TCO through a seamless and single management
platform shared with other devices, applications and networking elements
Page 94
–
–
–
Display languages can include Latin and Cyrillic
characters
5.2.3 4008/4018 SIP Phones
The Alcatel-Lucent IP Touch 4008/4018 phone Extended Edition sets are designed to operate in SIP
standalone mode on OpenTouch SIP Server. So, they can be re-used in case of investment
protection and migrate from OXE to OpenTouch systems.
They allow OpenTouch Users to own entry level low cost audio devices.
They can be used combined with other OpenTouch Conversation clients to enlarge the User
Experiences.
Following their registration to the SIP Server, they operate as integrated SIP sets and benefit from
business telephony features, based on SIP Standard best practices.
In SIP survivability mode, the Alcatel-Lucent IP Touch 4008/4018 phone Extended Edition sets can
also operate on the duplicated Communication Server or Passive Com Server.
–
–
–
–
–
–
–
SIP mode is activated directly by the
management framework
Easy managed via the 8770 device
management
Voice mail access is guaranteed from the
phone set (dedicated key and LED
indicator)
Dedicated fixed keys are available (access
to lines 1/2, forwarding
activation/deactivation)
Programmable keys are automatically
associated to a specific telephony service
(Speed dialing)
Three-party conferences are locally
handled by sets
Server redundancy is supported by sets
(Com Server duplication)
A set of paper label is proposed for a quick and easy identification of associated keys.
Page 95
–
–
–
–
Programmable feature buttons
Display languages can include Latin and Cyrillic
characters
5.3 OpenTouch Conversation for PC
Introduction
OpenTouch Conversation for PC enhances collaboration and communication within the enterprise:
users benefit from multimedia conversations with high-quality voice and video, instant messaging,
presence, seamless session shifts, and embedded collaborative sessions. OpenTouch Conversation
allows employees to find the right people, see if they are available and on what device, and
collaborate using their preferred method.
Available on the latest Microsoft Windows platforms (Windows 7™ and Windows 8™), OpenTouch
Conversation for PC works in any location (on company premises or off-site) with industry-standard
security mechanisms, ensuring clear and reliable communications.
Page 96
Benefits
Easy to learn and
use on multiple
devices
OpenTouch provides a familiar and consistent user experience across a
variety of devices, enabling users to transition between PC,
smartphone, tablet and deskphone applications with ease.
Improve
collaboration
Improve collaboration and increase efficiency with advanced,
streamlined business conversations that can include multiple parties,
persistent conversations, content sharing and high-quality video
conferencing.
Work from
anywhere
Boost productivity and reduce expenses with quick access to business
communication features from any location. No matter where they are,
users can receive business notification events and access enterprisegrade services, including corporate directory, telephony, conferencing,
instant messaging, communication history, and colleagues’ availability.
Maintain a single
identity
Employees can be contacted faster and more efficiently using a single
business identity across multiple devices (such as a deskphone, PC,
mobile phone, tablet, and home phone).
Stay connected
Workers can view colleagues' availability and select the best way to
communicate by initiating a phone call, video call, instant message or
an e-mail.
Communicate
securely
No matter where employees chose to work – at the company premises
or off-site – OpenTouch Conversation for PC allows for secure
communications with colleagues and customers.
Page 97
Features
OpenTouch Conversation for PC can be used in following contexts:
·
·
Softphone mode
o User can make and receive phone calls from anywhere he can access the corporate
network with the Personal Computer.
o Voice over IP communications are SIP-based with narrowband (G.711u/a, G.729a/b,
G.723.1) and wideband (G.722.2) audio codecs.
Deskphone control for making calls
o User controls his business phone for making calls from the PC while in his office.
o Call can be cleared when calling party is ringing.
Main features of OpenTouch Conversation are as follows:
·
·
·
·
·
·
·
·
Multimedia conversations
o Start with a simple one-to-one chat session and add people, voice, video, and
content, seamlessly and effortlessly.
Single identity
o Maintain a single business identity, with one phone number, across multiple devices
(e.g., PC, tablet, deskphone, mobile phone, and home phone).
Meetings
o Schedule meetings on-the-go using predefined meeting profiles that tailor
OpenTouch conferencing capabilities to match the type of meeting or event
(business meeting, webinar, training and conference call profiles).
o View and conduct presentations (view shared presentations, PDFs, and bitmap
images).
Contacts
o Search for local (Microsoft® Outlook™) and corporate contacts.
o Instantly access favorite contacts with a single click-to-call/-video/-chat/-share.
Instant messaging and presence
o Chat securely with colleagues and corporate contacts.
o View colleagues’ availability and identify what type of communication is most
appropriate.
Conversation Wall
o See past conversations, active conversations and future meetings in a single view.
Notifications
o Check new voice messages, missed calls and instant messages.
Voice and video capabilities
o Place calls, manage incoming calls, easily switch between devices, and add and drop
participants.
o Use high-quality communications (HD voice, HD video) to improve personal
connections.
o Seamlessly move conversations between business devices with a single click.
Page 98
Manage communications preferences and reachability using call routing profiles,
effortlessly and while on the move.
o Use integrated call control features for Plantronics® and Jabra® audio devices,
including call answer/end and synchronized mute.
Visual voicemail
o Display and manage voice messages as easily as email, using a visual voicemail
interface that allows messages to be selected, played back or deleted in any order.
Secure access to corporate infrastructure
o Reverse proxy support.
o Session border controller (SBC) support.
o Virtual private network (VPN) support.
o
·
·
Easily add people, documents, presentations, voice or video to any conversation.
OpenTouch Conversation is complemented with Microsoft Outlook (versions 2010 and 2013) addins for:
·
·
Conference scheduling
Searching personal contacts (add-in is automatically installed with OpenTouch Conversation)
Page 99
Conferencing add-in
Use Microsoft Outlook to schedule OpenTouch conferences. Invitees receive an email invitation or
Outlook appointment that includes a link to the conference.
Click to create a new OpenTouch conference (this creates a new appointment in the Calendar with
current date and hour) or start creating an appointment and then click the OpenTouch conference
icon:
Page 100
5.4 OpenTouch Conversation for Web
Introduction
The OpenTouch Conversation for Web application (OTC Web) creates a productive and easy-to-use
meeting experience that fosters real-time team collaboration. Guests can join meetings without
downloading or installing bothersome plug-ins or following a myriad of complicated instructions and
procedures. Designed for simplicity and ease of use, OTC Web enables meetings to start on time
without distractions.
Meeting owner can easily schedule and manage OpenTouch conferences from Microsoft Outlook, or
from OT Conversation for Windows PC and iPad.
Benefits
Encourages use to
increase
productivity and
save travel costs
Easy to use, elegant and powerful application to interact between
groups, with your customers and partners, while reducing travel costs
and employee downtime.
HTML5 to welcome
anyone
Ensures open and easy access with support for the four most popular
browsers. Real 0 footprint solution which doesn’t requires intrusive
plug-in nor add-in, and thus welcome users with PC, MAC, and tablet.
Effective services to Improves productivity with support for popular and common document
foster Collaboration types for web presentation and annotation
Page 101
Speaker
identification
Avoids confusion on calls by enabling speaker identification at-a-glance
by displaying voice-activity clearly and succinctly.
Private
communications
thanks to sidebar
chat
Enables private communications during meetings with public group
chat and sidebar chat sessions.
Highly secure
meeting
Password protected meeting reinforces confidentiality, besides SSL
encrypted communications.
Features
OpenTouch Conversation for Web PC welcomes any invitee whether it is an company employee
owning or not an account on OpenTouch, and external invitee.
You can be invited, according to meeting owner choice, as “meeting leader” or a “meeting
participant”:
·
Meeting Leader role means someone who leads the meeting and notably owns following
controls that are not granted to a meeting participant:
o Control the attendance : mute, mute all, drop.
o Control the presentation : upload a doc, start a presentation, change page, annotate
a presentation.
Main features of OpenTouch Conversation are as follows:
·
·
·
·
Join
o Anonymous users connection
o Upload my picture / select an avatar
o Password protected meeting
o Dial in & dial out
Share & View
o Document sharing
o Document upload, download
o Full screen mode
o Mosaic preview
o Document Annotation
Control
o Mute yourself, mute participants
o Drop a participant (leader role)
o Identify active talker
Chat
o Instant Messaging : public chat, sidebar chat(s)
o Emoticons
Page 102
·
Miscellaneous
o Easy to use, guided tour for first time user
o Conference information
Easily highlight your speech through annotations, identify who is talking, and perform private chats
to align with your colleagues.
Page 103
5.5 OpenTouch Conversation for iPad
OpenTouch Conversation for iPad exposes the features and flexibility of the OpenTouch Suite
through the popular iPad tablet device. Use gestures to place calls, retrieve messages and move
easily from a phone call or IM to a multi-party conversation. View and annotate presentations,
PDFs, and images. Send IMs, exchange files, and activate and create call-routing profiles.
Features
•
•
•
•
•
•
Place, answer, and manage voice and video calls using the enterprise dialing plan — call
anywhere using device, corporate directory, or OpenTouch contacts
View contact presence and availability and tap to start and manage collaborative, secure
conversations
Start with a simple one-to-one chat and add people, add voice, add video, add content —
seamlessly and effortlessly
Open past conversations to review notes and exchanges or re-start the conversation where
you left off
Manage communications preferences and reachability using call routing profiles, effortlessly
while on the move
Present a single business identity, with one phone number across multiple devices — desk
phone, PC, tablet and smartphone
Page 104
•
•
•
•
•
•
Move the conversation between devices using Rapid Session Shift - move the late day video
conference to your mobile device and be on time for the next appointment
Listen to and manage voice mail messages
Schedule meetings on-the-go using pre-defined meeting profiles that tailor OpenTouch
conferencing capabilities to match the type of meeting or event —Business Meeting,
Webinar, Training and Conference Call profile types
View and conduct presentations —view shared presentations, PDFs, and bitmap images
Annotate shared presentations, PDFs, and images using gestures to select tools and make
real-time edits
Manage ongoing conversations using the complete set of conference controls —transfer,
mute, hold, resume, hang up, add, promote and more
Benefits
•
•
•
•
•
•
•
•
Compelling and thoughtful user experience that encourages use, encourages employee
communications and encourages rich and frequent conversations
Reduced enterprise communications expenses through use of Wi-Fi or 4G/3G data
connectivity for telephone calls and conference calls (VoIP)
Improve collaboration and increase efficiency with streamlined evolution of business
conversations to include multiple parties, persistent conversations, content sharing and
high-quality video conferencing while on the move
Boost productivity and save budget with quick access to business communication features
anywhere
Be contacted faster and more efficiently with a single business identity across multiple
devices
Save time with automatic presence that makes clear when a contact is available and shows
the best ways to communicate
Improve the meeting experience with profiles that tailor system behavior to match the type
of meeting or event, including webinars, training sessions and daily business meetings
Express ideas and interactively collaborate and innovate using feature-rich annotation using
feature-rich annotation tools
Page 105
5.6 Smartphone Software Clients
List of available Smartphone software clients
Allocation of smartphone software applications for MLE covering all user profiles – from voice to
UC&C:
Infrastructure
OXE alone
ICS
OTMS/OTBE
Mobile Edition
Android,
BlackBerry,
iPhone
Android,
BlackBerry (*),
iPhone
Android,
BlackBerry (*)
(MIC v3)
(MIC v3)
(MIC v4)
OpenTouch Conversation
iPhone
iPhone
iPhone
(**)(**)
(**)
(**) refer to Document “Devices and Clients for Connection Users”
My Instant Communicator Mobile edition for Conversation User
Benefits
•
•
•
•
Access features anywhere
o Users have unified communication capabilities everywhere, on-site and off-site. So
regardless of location, they can get business notification events (voice messages,
missed calls and instant messages) and access to enterprise-grade services,
including corporate directory, telephony, conferencing, instant messaging,
communication history, colleagues’ availability and assistant call delegation.
Maintain a single identity
o A single business number is used across multiple devices, such as desk phone,
personal computer, mobile phone, tablet and home phone. Outbound calls from a
mobile device can use a single identity and phone number, making it easier for
colleagues, customers, partners and personal contacts to recognize calls from the
MIC Mobile Edition.
Stay connected
o Workers can view colleagues’ availability and select the best way to communicate, by
initiating a phone call, instant message (IM), e-mail or text message (SMS).
Control/reduce costs
o Cellular: Significantly reduce smartphone costs with savings on long distance calls.
o Use Wi-Fi when at the office or at home for data usage.
Page 106
Least-cost routing: Set up rules-based policies to reduce international direct dial and
roaming charges.
Connect more securely
o Secure access is provided to the enterprise with Reverse Proxy https support, native
BlackBerry Enterprise Server secured channel and VPN support.
o
•
Features
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Single identity
o One phone number across multiple devices (desk phone, mobile, personal computer,
tablet, home phone and so forth)
o Single business identity, whatever the device used
Business caller identification
Directory lookup
o Search for local and corporate contacts from an easy-to-use interface
Favorites
o Instant access to favorite desktop contacts with a single click to call or chat
Notifications
o Identification of new voice messages, missed calls and instant messages
Business calling anywhere
o Calling from the local contact list or corporate directory, favorite contacts list,
enterprise dialing plan, business communication history, voicemail interface and
more
Mid-call control
o Take a call, clear a call, transfer a call, hold/retrieve a call, switch between calls, add
participants to a call (n-party conference) and so forth
Instant conference
o Set up and join conferencing calls instantly with a single click from the calendar or
email invitation
Switch device (handoff to and from)
o Seamlessly move an active call from the mobile to any other device
o Seamlessly pick up an active call from another business device to the mobile with a
single click
Unified business communication history
o Filter events (voice calls, voice messages and instant messages) or display a unique
view for all events
Visual voicemail
o Display and manage voice messages as easily as email, thanks to a visual voicemail
interface that allows messages to be selected, played back or deleted in any order
Instant messaging
o Chat securely with corporate contacts
Text messaging
Rich presence
o View colleagues’ availability (contact and phone presence)
Page 107
Media blending
o Answer using media other than voice, such as email or instant messaging
Call routing profiles
o Control which devices will ring (for example, desk phone, tablet, mobile or personal
computer) by using routing profiles, such as Office, Home, On the Move or Busy
Manager/Assistant
o For the manager: Activate/deactivate call delegation to the assistant and display
details in the business call history
Business and private lifestyle management
o Business mode: Incoming and outgoing calls are processed on the Alcatel-Lucent
communication server
o Private mode: Incoming and outgoing calls are processed by the mobile carrier (a
private call can be performed either from the MIC application or the native dialer)
Automatic fallback
o Enterprise-grade basic voice services remain available through in-band DTMF codes
when the secure data channel is lost
Least-cost routing
o Allow savings for international roaming (rules-based policies set up by the system
administrator)
Data over Wi-Fi
o Automatic switch to trusted WLAN (roaming)
Secure access to the corporate infrastructure
o Reverse Proxy https support
o Virtual Private Network (VPN) support
o Native BlackBerry Enterprise Server (BES) secured channel
o Software download over the air
o Remote configuration and provisioning through Alcatel-Lucent client management
functions
•
•
•
•
•
•
•
•
•
Mobile Edition
v4 release
Android
BlackBerry (*)
Single identity
√
√
√
√
Directory lookup
√
√
Favorite contacts list
√
√
√
√
-
√
o
o
Voice messages, missed calls
Instant messages
Page 108
Make a call anywhere
√
√
Mid-call control
√
√
Instant conference
-
√
Switch device (move/get an active call
to/from another device)
√
√
Unified communication history
√
√
Visual voicemail
√
√
Instant messaging
-
√
Text messaging
√
√
-
√
√
√
Media blending (voice, instant
messaging, email)
-
√
√
√
Manager/Assistant (call delegation on/off
and display in communication log)
√
√
management
√
√
Rich presence
o
Contact presence
o
Phone presence
Automatic fallback (maintain voice
services when data channel is lost)
√
(**)
√
Least-cost routing
√
-
Data over Wi-Fi
√
√
Reverse Proxy HTTPS support
√
-
Application management (***)
o
Software download over the air
o
Remote configuration and
provisioning
√ (Google Play)
√ (BlackBerry World)
√
√
(**) Make call, release call, voicemail consultation and basic call routing services
(***) Using the BlackBerry infrastructure and tools for BlackBerry devices. Using the Android Market Store and OpenTouch for Android devices
Page 109
Android
BlackBerry
OpenTouch Conversation for iPhone
Benefits
•
•
•
•
•
•
•
Optimize workforce mobility costs by using Voice over IP over wireless LAN. Place and
receive calls over corporate WLAN and when at home or at a hotspot using Wi-Fi
Compelling and thoughtful user experience that encourages use, encourages employee
communications and encourages rich and frequent conversations
Improve collaboration and increase efficiency with streamlined evolution of business
conversations to include multiple parties, persistent conversations
Boost productivity and reduce costs with quick access to business communication features
anywhere
Enable employees to be contacted faster and more efficiently with a single business identity
across multiple devices
Guarantee employee efficiency with a full set of notifications (voice messages, missed calls,
scheduled conference alerts)
Secure access to the enterprise with reverse proxy https support
Features
•
•
•
•
•
•
•
Maintain a single business identity, with one phone number across multiple devices - desk
phone, PC, tablet and smartphone
Place, answer, and manage voice calls using the enterprise dialing plan
Call anywhere using iPhone or OpenTouch contacts or the corporate directory
View contact presence and availability and tap to start and manage collaborative, secure
conversations
Listen to and manage voice mail messages with Visual Voicemail
One click to join conference
Private call capability
Page 110
•
•
•
Manage availability using customizable call routing profiles, including name, avatar, and list
of devices
Move the conversation between devices using Rapid Session Shift
Manage conversations using the complete set of mid-call controls: inquiry call, hold, back &
forth, transfer, ad-hoc conference, add/remove participant, leave or terminate conference
and hang up
OpenTouch Conversation
iPhone
Single identity
√
Voice over Wireless LAN
√(*)
√
(**)
Corporate directory & local contact
lookup
√
Favorite contacts list
√
Notifications at a glance (voicemail,
missed call and upcoming conference)
√
Make a call anywhere
√
Mid-call control
√
Call recording
√
Ad-hoc conference
√
One-click to join scheduled or
reservationless conference
√
Switch device (move/get an active call
to/from another device)
√
Unified conversation history
√
(***)
Visual voicemail
√
Phone presence
√
√
Manager/Assistant (call delegation on/off
and display in communication log)
√
Supervision on/off
√
management
√
Fallback mode (maintain voice services
when data channel is lost)
Data over Wi-Fi
√
(****)
√
Page 111
Reverse Proxy https support
√
Device inventory
√
QR Code for easier
login screen provisioning
√
o
Software download over the air
o
Remote configuration and
provisioning
√ (iTunes)
√
(*) Voice over IP over corporate ALE WLAN infrastructure (customer premises)
Voice over IP over mobile data networks or non-corporate WLAN infrastructure (such as Home/Hotspot Wi-Fi) via native VPN client
(**) VoWLAN only (in Cellular mode, depending on native local contact details richness)
(***) Past logs including call, instant messaging and attended conference events
(****) Services include make call (including voicemail access) and call routing (via TUI)
iPhone
Page 112
6 Visual collaboration and video
6.1 Alcatel-Lucent Video Conferencing
The Alcatel-Lucent OpenTouch offer includes all facets of video conferencing and collaboration:
·
·
·
·
Room systems
Desktop devices and software
Unified communications-based video conferencing and collaboration
Video infrastructure—NAT/firewall, multipoint conferencing, gateways, management apps
The choices can all be satisfied by the offer.
Unified Communications video services offer video media as a primary component of visual
communications and collaboration. Services provided include:
·
·
·
Peer to peer video calling
Multipoint video conferencing using voice-activated video switching native to the OpenTouch
platform
Multipoint video conferencing using an external video multipoint control unit (MCU), which
offers continuous presence display supporting an array of third-party video endpoints
Alcatel-Lucent offers endpoints and clients that use the video benefits of the OpenTouch platform.
End users can use the MyIC Phone and webcam, integrated systems from LifeSize, OpenTouch
Conversation for PC (OTC PC), and OpenTouch Conversation for iPad (OTC iPad).
LifeSize systems and devices address the need for enterprise group video conferencing and desktop
video conferencing. LifeSize systems can be deployed with no integration to OpenTouch, or they
can be deployed in a tight and well-tested integration where the LifeSize device is a native part of
the OpenTouch call flow.
The OTC PC and OTC iPad clients are most suitable for personal use. These applications run on
standard devices and can interoperate with Lifesize systems.1 OpenTouch Conversation clients offer
1
See Alcatel-Lucent Application Partner Program for information about third-party video systems support.
Page 113
advanced unified communications features such as application and desktop sharing, presentation
sharing and annotation, presence and IM, call routing, and conference administrative functions.
Video solution
OpenTouch Communications can combine one or several media:
·
·
·
·
Audio only
Audio and video
Audio and data sharing
Audio, video and data sharing
There are different ways of establishing video communication from the OpenTouch Conversation for
PC (OTC PC) client.
Peer-to-peer session between two endpoints (e.g., OTC PC and MyIC phone). Peer to Peer is
based on Direct RTP. The quality and performance depends on network configuration and video
equipment (codec/webcam)
Multiparty video conferencing is a conference between 3 or more participants. These
participants can use a client of their choice.
Within the multiparty video conferencing there are different types of conferences:
·
·
·
Ad Hoc
Scheduled
Meet Me Conferencing
Page 114
Ad hoc conferencing (immediate or on-the-fly) -- this is an unscheduled conference that requires
no advanced preparation. This type of conference is initiated by
·
·
Selecting several contacts through a user interface (e.g., from OTC PC) and pressing a video
call button.
Calling additional people during a call or conference.
Three-party and six-party conferences operate in the same way as Ad hoc conferences. No
conference identification is provided or required. No conference resources are reserved.
They are acquired from a pool of resources. If no resources are available, the conference
will not be established.
Scheduled conferencing -- this is a scheduled conference organized in advance where:
·
·
The date, time, duration, and reoccurrence are defined using OTC PC, OTC iPad, or Outlook
Invitees receive dial-in numbers and a conference invitation URL – if Outlook was used to
schedule the conference, invitees receive an Outlook Calendar appointment
Meet-me conferencing is a “reservationless” conference, which is a scheduled conference with a
long duration. The conference “room” is always open and can contain persistent chat conversations
and documents. Both scheduled and meet-me reservationless conferences can be password
protected for an additional layer of security.
The meet-me conference consists of:
·
·
Dial-in phone numbers
Conference invitation URL (meeting URL)
For meet-me, scheduled conferencing, and ad-hoc conferencing with more than 3 participants, the
Conferencing option is required.
There are two principle modes of multiparty video conferencing:
·
·
Voice-activated video switching (selective presence)
Video mixing (continuous presence)
Depending on the video communication requirements, CPU processing requirements can differ. An
external video MCU, which is a dedicated hardware solution, is needed for multi-party video
conference with continuous presence or video mixing.
Voice-activated video switching (selective presence)
Selective Presence means that only one participant is displayed at any specific time, for example, in
the case of a presentation where the speaker is seen by all the audience members.
Page 115
In this context, video multiparty conference can be handled by the embedded OpenTouch software
or an external hardware MCU solution.
Generally, with a software solution:
·
·
·
All participants must be running with the same video codec—codec conversion is not
possible
No resolution adaptation
No framing modification
When the speaker changes, the new video stream is selected and broadcasted to all participants
thanks to VAD mechanism (Voice Activity Detection).
To ensure the image quality on each of the video end points, all the video client should have the
same configuration in terms of supported codecs, resolution and framing.
Video mixing (continuous presence)
Video mixing (continuous presence) requires an integrated LifeSize UVC Multipoint system. LifeSize
UVC MP supports:
·
·
·
Codecs conversion (transcoding)
Resolution adaptation (trans-scaling)
Framing modification (trans-rating)
In addition to video collaboration solutions for the PC and in partnership with major actors of the
videoconference market, Alcatel-Lucent offers:
·
·
·
·
·
·
·
Full HD (1080p) videoconference facilities to ensure optimum conference room
Multipoint Control Unit (MCU)
Telepresence (HD video on a one-to-one scale)
ISDN compatibility for external connections on ISDN
Firewall management for IP external connections
Administration solutions to pilot and configure all devices from a central platform
Recording platform for video streaming
Page 116
6.2 Alcatel-Lucent Video offer
Video Multipoint Conferencing Unit
Two types of multipoint video are provided by Alcatel-Lucent offer. The first one is embedded with
the OpenTouch solution and supports only selective presence use cases (voice-activated video
switching). The second one is based on 3rd party equipment (from partner LifeSize) for addressing
selective and continuous presence use cases.
Embedded Voice-Activated Video Switching (selective presence)
Alcatel-Lucent OpenTouch Business Edition or Alcatel-Lucent OpenTouch Multimedia Services
solution embeds video switching capability (limited to selective presence). In addition to SD/HD
audio quality mixing, this feature supports HD video switching (based on active talker) between
participants involved in an ad hoc conference and scheduled conference usages.
All participants must be running in the same video codec (no trans-coding is performed).
Table below indicates embedded video switching specifications
OpenTouch
Business Edition
OpenTouch
Business Edition
OpenTouch
Multimedia Services
500 users
1500 users
3000 users
Maximum number of 3 party
conferences (audio, video, data)
7
13
22
Max Participants in 1 ad-hoc
conference (audio, video, data)
30
30
30
Max Participants in 1 or N scheduled
conf (audio, data)
40
100
180
Max Participants in 1 or N scheduled
conf (audio, video, data)
31
70
123
External Video Multipoint Conferencing Unit (selective & continuous presence)
LifeSize UVC Multipoint
The video usages requiring continuous presence features are powered by LifeSize UVC Multipoint
software. Designed for ultimate flexibility and scale, LifeSize UVC Multipoint is a software-based
multiparty solution for on-demand or scheduled video meetings.
Page 117
UVC Multipoint is a multiparty video solution that lets the customer purchase one port at a time, so
it can buy exactly what it needs today and scale as its needs grow. Plus, each port can expand
capacity: 720p capacity doubles at 480p and quadruples at 360p (resolutions that best meet the
needs of mobile devices).
The following table summarizes the license use for the UVC Multipoint software.
Flexible Port Capacity (flex ports)
Control port capacity based on resolutions
that meet your needs
Multiparty Video Calling for Broad
Distribution
Join on-demand meetings anytime, anywhere,
on any device
Interoperable
Works with standards-based video systems from
LifeSize and third parties
Microsoft Lync Interoperability
Join calls with Microsoft Lync 2010 and Lync
2013
Flexible Licensing
Scale as your needs grow
The following table summarizes the video performance for the UVC Multipoint software.
Resolution
1080p
720p
480p
Flex Port
(Consumption)
2 flex ports
1 flex port
1/2 flex port
Video Participants
1 video/audio
1 video/audio
2 video/audio
Audio Participants
7 audio only
3 audio only
2 audio only
LifeSize ClearSea
For Enterprise customers who need entry level HD video conferencing solution for desktop and
mobile clients, Alcatel-Lucent suggests the standalone LifeSize ClearSea solution.
LifeSize ClearSea enables professional HD video collaboration up to 1080p for an immersive, trueto-life experience. Powerful collaboration tools such as multiparty call escalation, presence and text
chat, far-end camera control, data sharing, single number reach and a centralized contact list for
easy directory dialing ensure that users can connect faster and easier than ever before in Full HD
LifeSize ClearSea connects users from their desktops or mobile devices of their choice to any
standards-based video collaboration system or infrastructure in seconds. Clustering capability
ensures that large organizations can achieve the scale and redundancy they require to collaborate
effectively over video.
The LifeSize ClearSea Server is available as a hardware appliance or as virtual machine software,
giving a complete flexibility for the mode of deployment. LifeSize ClearSea offers the flexibility to
collaborate from HD desktop client (PC and Mac) or from mobile video solution (Android or iOS
smartphones and tablets).
Page 118
Built-in automatic NAT/firewall traversal and embedded media encryption provide secure video
collaboration inside or outside the organization without additional equipment or IT resources.
Table below indicates ClearSea Configuration
Model
CS100
CS150
CS300
Ports
6/16
26/50/100
1u
Account
200
2500
2500
Virtual Machine
Software
Virtual Machine
Software
Hardware
Appliance 1U
2vCPU 2GB RAM
10 GB HDD 2vNIC
8vCPU 3GB RAM
10 GB HDD 2vNIC
NA
Form Factor
Virtual Machine Configuration
Full HD Boardroom Conferences
Management team collaboration can be improved with video capabilities that reflect the real time
presence environment. Face to face collaboration encourages immediate response and social
exchange in the interest of real communications. Alcatel-Lucent can provide a selection of bundles
to meet these management needs.
Page 119
These equipment are supported by following solutions:
·
·
OpenTouch™ Business Edition
Alcatel-Lucent OmniPCX Enterprise Communication Server in conjunction with OpenTouch™
Multimedia Services
8082 My IC Phone
The 8082 My IC Phone set is a full-featured SIP device which constitutes a new step in the
implementation of user needs and comfort.
The 8082 My IC Phone set is built around a 7 inch capacitive LED backlit touch screen, which
provides a good video experience at the desk.
Intuitive and ergonomic, the 8082 My IC Phone brings video at the desk. It is as easy as launching
an audio call.
An USB camera (Logitech C920) can be added on top of My IC Phone to provide video capabilities,
based on H264 video negotiation.
Thus, the OpenTouch user can start a communication in audio and then escalade with video.
Multi-party conversation with is possible as well.
Available video commands
·
·
·
·
·
Mute video
Display/hide Picture In Picture: Area to insert his/her own video into the received video
Full Screen mode
Receives SD streams (704 x 576 @ 25fps)
Emits in HD, by using the Logitech C920
User service mode: Capability to arrange and position camera based on required viewed angle.
Example of video escalation from MyIC Phone is detailed below:
Page 120
HD video equipment
In addition to Full HD video conferences equipment (refer to previous section), Alcatel-Lucent can
provide a selection of bundles adapted for small meeting room or office.
Page 121
The LifeSize Unity 50 is a fully integrated system with HD video and wideband audio offering a 24
inch display and 1920x1080p resolution.
These equipments are supported by following solutions:
·
·
Multimedia Services
Video software client
In addition to hardware video equipments (refer to previous sections), Alcatel-Lucent provides its
own multimedia software clients which are:
·
·
OpenTouch Conversation for iPad
OpenTouch Conversation for PC
OpenTouch Conversation for iPad brings a new user experience for rich communications usage
(Voice & Video and data sharing).
·
·
·
·
·
·
·
·
H.264 profile 3.0
640x480—15 fps, 4:3 format
Video calls and multiparty conferencing
View and share presentations
Availability presence
Directory look-up
Scheduling
And more…
Page 122
OpenTouch Conversation for PC (Windows 7 and 8) offers the following:
·
·
·
·
·
·
·
·
H.264 baseline profile level 3.1
1280x720—30 fps, 4:3 format
Video calls and multiparty conferencing
View and share presentations concurrent with video display
Availability presence
Directory look-up
Scheduling
And more…
OpenTouch Conversation for iPad (OTC iPad)
Video commands provides inside OpenTouch conversation are detailed below:
Page 123
OpenTouch Conversation for PC (OTC PC)
Video commands provided by OTC PC are detailed below:
Full screen
video
Start/stop video
Picture in
picture on
Full screen video
These video software clients are supported by following solutions:
·
·
Multimedia Services
The main video capabilities supported by Alcatel-Lucent software clients are:
·
·
·
Video quality grades are supported (high, medium or low)
Grade
H264
Profile
H264
level
Corresponding format
Compliant Clients
Low
baseline
1.3b
CIF (352x288 – 30 f/s)
OpenTouch Conversation for
iPad and PC
Medium
baseline
3.0c
625 SD (720x576 – 25 f/s) or VGA
(640x480 – 33.8)
OpenTouch Conversation for
iPad and PC
High
baseline
3.1
720p HD (1280x720 – 30 f/s)
OpenTouch Conversation for PC
The video RTP flow can have a specific QoS
The video negotiation is symmetric. It means that the video call is established using the
highest common profile of the two users (See RFC 3984 chapter 8.2.2)
Page 124
7 Attendant Services
7.1 Greeting
The Alcatel-Lucent OmniPCX Enterprise Communication Server and OpenTouch offer a wide range
of attendant solutions to welcome customers:
1. An entry level solution consisting either in:
· An Alcatel-Lucent IP Touch 4068 phone Extended Edition set used as an attendant set.
Its context-sensitive softkeys provide a user-friendly access to attendant facilities for
efficient management of incoming and outgoing calls.
The attendant service on Alcatel-Lucent IP Touch 4068 phone Extended Edition is fully
compatible with:
o
o
o
·
The Smart Display Module (up to three Smart Display Module with 14 keys each
can be connected to a set)
The IP Touch security feature
Display of long names and names in non-Latin characters (UTF-8 standard)
An Alcatel-Lucent IP desktop attendant Softphone.
Page 125
The Alcatel-Lucent IP desktop attendant Softphone runs on a computer and emulates an
Advanced Reflexes 4035 Phone set. This multi-skin software application efficiently replaces
the physical desktop set and provides the same level of features as Advanced Reflexes 4035
Phone configured as an attendant.
Features:
·
·
·
·
·
·
·
·
·
·
·
·
Skinnable user interface
Emulated UA phone keys
UA display
Automatic voice switch to a USB headset when connected, ringing through computer
speakers
Programmable keys
LED signaling using the appropriate skin
QOS tickets generation
DTMF tones
Shortcut customization
Several screen sizes: bar, with or without directory keys
Using WinRTP as RTP stack, extended to support G723.1/G729 codecs
This solution is not available with OpenTouch Business Edition offer.
Page 126
2. A multimedia professional attendant solution, allowing attendant to switch between
telephony applications and Windows applications at any time. The full IP solution is
provided by one of the following Alcatel-Lucent 4059 offers:
· An Alcatel-Lucent 4059 IP attendant console for OmniPCX Enterprise Communication
Server including:
o An associated Alcatel-Lucent 8/9 series set used for voice (IP or TDM)
o The 4059 IP Attendant Application running on a standard PC
o An optional Busy Lamp Field (BLF) application, running on a standard PC
o An ergonomic telephony keyboard with LEDs, shortcut keys, and USB connection
or
Page 127
·
An Alcatel-Lucent 4059 Extended Edition attendant console (4059EE) for OmniPCX
Enterprise Communication Server and OpenTouch including:
o An associated Alcatel-Lucent 8/9 series set used for voice (IP or TDM)
o The 4059 Extended Edition Attendant Application (with an embedded Busy Lamp
Field (BLF) option) running on a standard PC
o An ergonomic telephony keyboard with LEDs, shortcut keys, and USB connection
or a standard PC keyboard
The Alcatel-Lucent 4059 Extended Edition Attendant Console is a new design of the 4059 IP
application. It provides a modern graphical user interface and new future-proof software
architecture.
Note 1: The following descriptions apply to both Alcatel-Lucent 4059 IP and Alcatel-Lucent
4059 EE , the differences are mentioned.
Note 2: The 4059 Extended Edition (4059EE) is the only 4059 attendant application capable
to handle OpenTouch users.
The Alcatel-Lucent 4059 IP and the Alcatel-Lucent 4059 Extended Edition are Attendant
Console applications that run on Windows® XP,Windows® 7 and Windows® 8. They are
connected to the OmniPCX Enterprise Communication Server through the IP network.
The PC is not solely dedicated to this application and can handle telephone applications and
business software simultaneously.
In addition, the application can be combined with other Alcatel-Lucent software such as the
OmniVista 8770, OmniVista 4760 and 4059 IP BLF (Busy Lamp Field), as well as other
market software (TAPI or non-TAPI), such as PIM, e-mail, agenda, scheduler, directory, etc.
The Alcatel-Lucent 4059 EE application embeds the BLF (Busy Lamp Field).
Features:
·
·
Access controlled by login procedure, 12 keys for basic call handling
Screen setting: busy lamp field for extensions, trunks, bundles
Page 128
·
·
Directories at PC level Internal/external directories, company directory, multi-criteria
search, etc.
Automatic screen pop-up on incoming or outgoing calls, direct caller/called party minimessage display on screen
Characteristics:
·
·
·
·
·
·
·
·
·
·
·
·
Open client/server architecture
Win XP® SP3, Windows® 7, Windows® 8 compliant application
Fully compliant LDAP client: universal call-by-name in LDAP/ODBC databases
Directory pop-up: manual/automatic, call type dependent, content customizable
Drag and drop automatic dialing
Import/export from Excel to operator personal phone book (OLE interface) (AlcatelLucent 4059IP)
Import(4059EE)/export personal phone book from operator to operator
Inter-working with other Windows TAPI applications for outgoing calls
Interworking with other Windows TAPI applications for incoming call (4059 IP only)
API for incoming calls monitoring (4059 EE)
Non-dedicated PC. Minimum configuration: Pentium 1.5 GHz or equivalent, 2GB RAM, 4
GB disk space, DVD-ROM drive
Screen graphics minimum 1280*1024 true color for the Alcatel-Lucent 4059EE
Page 129
3. An Automated Attendant (AA)
The enterprise welcome service (Automated Attendant) is an essential service to handle
external (or internal) calls. It allows a caller to be guided to the correct company
department or user, and it may also be used to assist attendants when there are too many
simultaneous calls.
In all cases, the purpose is to ensure that no call goes unattended.
The flexibility of the automated attendant system allows to define a complete set of rules
regarding the points of entry into the company and to implement them efficiently.
Automated Attendant services can be provided in two different modes:
·
·
Embedded in the Alcatel-Lucent OmniPCX Enterprise solution
Via the 4645/4635 voice mail numbers
Advantages:
·
·
·
Relieves the attendant of simple and repetitive tasks
Available round-the-clock, every day of the year
Offers constant high-quality greetings
Page 130
7.2 4059IP and 4059EE attendant consoles
Audio devices
When they are used as 4059 IP / 4059 EE attendant sets, Alcatel-Lucent 8/9 series sets can use the
following devices:
–
–
–
–
Corded handset
Corded headset + headset with jack
Bluetooth handset/headset (with Alcatel-Lucent IP Touch 4068 Phone set type only)
Bluetooth handset (only with Alcatel-Lucent IP Touch 4068 Phone )
Note: There is no Bluetooth or headset icon on the 4059IP/4089EE attendant application. When the
set detects a headset (jack or Bluetooth), the associated set displays a headset icon (there is no
headset icon on the PC).
Alcatel-Lucent 4059 IP screen presentation
The Alcatel-Lucent 4059 IP attendant application is multi-user software: each attendant can
customize the workstation and retrieve their personalized settings with a personal login and
password. The application displays the following information:
1.
2.
3.
4.
5.
Call handling fields
First-party call field
Routed calls field
Calls on hold field
Waiting queues fields
Page 131
6. Context-sensitive soft keys
7. Station status
8. Busy lamp field window
9. System or user programmable keys window
10. Application window menu bar
First-party call field
In idle state, this field displays the incoming call queues. After a call is answered, the necessary
information for identifying and handling the call is displayed. For example, caller name, entity
name, whether the call is internal (local) or external, CLIP, user COS, if the caller is a VIP guest
(Hotel application).
Routed calls field
In idle state, this field indicates the calls routed to company users. If the calls are not answered,
they are redirected to the first party call field after a specific period of time. However, the attendant
can pick up one of the routed calls at any time.
Calls on hold field
In idle state, this field indicates the calls on hold. The calls are redirected to the first-party call field
after a specific period of time. However, the attendant can pick up one of the calls on hold at any
time.
Third-party call field
When an attendant already engaged in a call selects a third-party user (internal, network, or
external), the relevant information is displayed in a single window overlapping the routed calls and
calls on hold fields.
Waiting queues field
This field indicates the number of normal or urgent waiting calls and the changing status.
Context-sensitive soft keys
These keys allow access to telephone features according to the call context.
Station status
This field displays a row of icons presenting information about station status and configuration:
1.
2.
3.
4.
5.
6.
Switched on/off and call forwarding 1/2
Day or night service
Supervision icons (*)
Hands free mode (*)
Speaker (*)
Mute (deactivated) – Micro (activated) or Mute (activated) – Micro (deactivated)
Page 132
7. Automatic answer (*)
8. Automatic transfer (*)
9. Speaker volume status
10. Pulse dialing (*)
(*): Colored (bright) -> activated; grayed (dimmed) -> deactivated
Busy Lamp Field window
The Busy Lamp Field (BLF) allows the attendant to supervise objects such as user, trunk, or trunk
group. A basic BLF providing eight "lamps" is available with the telephone application. These
supervision icons are active: a direct call or a transfer can be made by clicking on the relevant icon.
The attendant can program each icon individually from a configuration menu. For higher
supervision capabilities, such as network supervision, or for more than eight icons, the 4059 Large
BLF software is required.
System or user programmable keys window
This field allows to make direct calls or to access other features via pre-defined keys. The
administrator or attendant can define the function of these keys with a configuration menu. The
following functions can be assigned to a key:
–
–
–
–
–
–
–
–
User direct call
Abbreviated (speed dialing) number
Individual routing
Network to network transfer
Trunk group supervision
Trunk out-of-service
Individual hold
Transfer with privilege
Menu bar
This field allows configuration of the console by choosing from the following menus:
–
–
–
–
Attendant - allows configuration of the operating mode
o
Application activated
Activate/deactivate the microphone
o
Activate/deactivate the speaker and switch to hands free
o
o
Open a dialog box with the last ten users dialed
Open a dialog box with a list of users
o
Directory - allows searches in various directories
o
Directory(s) previously selected in the Option menu
Attendant's personal directory
o
OmniPCX Enterprise Communication Server system directory
o
Extension - allows access to a range of management services
o
Alcatel-Lucent 4755 centralized directory
System management
o
o
Customization of the attendant station
Appointment reminder
o
View - allows screen and environment configuration
Page 133
Hide or display date and time
o
Window customization
Background color
o
Switch between busy lamp field and programmable keys
o
o
Switch between soft keys and programmable keys
Option - allows working area configuration
Attendant mini (text) messages
o
o
Display or hide programmable keys
Display or hide busy lamp field
o
Selection of the directories used for call-/dial-by-name feature
o
o
Display lists of application users connected before the current session (names, login
and logout dates)
o
–
Alcatel-Lucent 4059EE screen presentation
The attendant can customize the workstation by resizing the different windows.
The 4059EE application displays the following information:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Call handling fields
Routed calls field
Calls on hold field
Queues barometer
Station status
Busy lamp field window
Application menu bar
Page 134
Call handling field
The call handling fields consists of two panes where the call information is displayed with text and
graphical symbols.
When a call is answered, the necessary information for identifying and handling the call is displayed
in the first pane. For example, caller name, entity name, whether the call is internal (local) or
external, CLIP.
When an attendant already engaged in a call selects a third-party user (internal, network, or
external), the relevant information is displayed in the second pane. Information about the third
party user is displayed, including the presence status coming from MyTeamwork.
Routed Calls Field
This field indicates the calls routed to company users. If the calls are not answered, they are
redirected to the first party call field after a specific period of time. However, the attendant can pick
up one of the routed calls at any time.
Calls on Hold Field
This field indicates the calls on hold. The calls are redirected to the first-party call field after a
specific period of time. However, the attendant can pick up one of the calls on hold at any time.
Queues barometer
The field indicates the number of normal, average or urgent waiting calls and the changing status
using a bar graph and colors.
These keys allow access to telephone features according to the call context. The ordering of these
keys can be customized by the operator according to her/his preferences.
Station status bar
This field displays a row of icons presenting information about station status and configuration:
1.
2.
3.
4.
5.
6.
7.
8.
9.
Switched on/off, call forwarding ½, pause
Day or night service
Hands free mode
Microphone status Muted-Active
Loudspeaker status and volume
Automatic answer status
Automatic transfer status
Access to guide window
Access to service window
Busy Lamp Field window
The Busy Lamp Field (BLF) allows the attendant to supervise objects such as user, trunk, or trunk
group using icons.
The blf field can be split in different tabs.
Page 135
These supervision icons are active: a direct call or a transfer can be made by clicking on the
relevant icon. The attendant can program each icon individually from a configuration menu.
A basic BLF providing eight "lamps" is available with the attendant license. For higher supervision
capabilities, such as network supervision, or for more than eight icons, the additional BLF license is
required, but no additional application is needed.
The BLF configuration can be saved/exported/restored using specific files.
This field allows to make direct calls or to access other features via pre-defined keys. The
administrator or attendant can define the function of these keys with a configuration menu. The
following functions can be assigned to a key:
–
–
–
–
–
–
–
–
User direct call
Abbreviated (speed dialing) number
Individual routing
Network to network transfer
Trunk group supervision
Trunk out-of-service
Individual hold
Transfer with privilege
Application menu bar
This field allows configuration of the console by choosing from the following menus:
–
–
–
Files – allows sign-on / sign-off
Settings – allows system settings and application look&feel configuration
o
Select the OmniPCX Enterprise in charge of call handling
o
IP address of OmniPCX Enterprise
ABCAcom path
o
Softphone on/off
o
o
Trace function for debugging purpose
Operator’s directory number
o
Language
o
Keyboard shortcuts (mainly for standard PC keyboard)
o
o
Keyboard schema management
Automatic startup
o
BLF settings
o
o
Log level (mainly for debugging purpose)
OmniPCX settings (trunk seizure, international code, country code, etc)
o
Call By Name preferences
o
o
Font size
Call to: and Pam to: management
o
o
MyTeamwork connector parameters
o
Extensions configurations (PAM system)
Help – provides information about licenses and software versions
Page 136
8 Messaging Services
Overview
Alcatel-Lucent has been a worldwide leader in voice mail systems for enterprises since 1998, with
significant experience in understanding and meeting enterprise voice mail requirements.
The Alcatel-Lucent approach is to allow each user to handle incoming calls simply and efficiently,
whether users are present, away from their desk, or busy on the telephone.
In addition to Automated Attendant (welcome) services, the Alcatel-Lucent voice mail applications
offers natural interactive messaging. This increases the quality and efficiency of communications
between colleagues and co-workers within the same enterprise. Sending a message via the AlcatelLucent voice mail system is as easy as placing a call to another individual.
An important aspect of any successful voice mail service is ease-of-use and operation. AlcatelLucent has a proven track record of innovation in human factor ergonomics.
From individually configured welcome services to more sophisticated global enterprise Automated
Attendant (welcome) services, each call is efficiently handled by routing callers to the correct party,
or by providing information relevant to the call.
As a market leader in voice mail systems, Alcatel-Lucent provides thorough customer support for
implementing enterprise global voice messaging services and is available twenty-four hours a day,
seven days a week.
The following messaging solutions exist. Those are all pure software solutions:
– The Alcatel-Lucent 4645 voice mail for OmniPCX Enterprise users
– OpenTouch Business Edition & Multimedia Services integrated voice messaging services for
OpenTouch Connection and Conversation users
– The Alcatel-Lucent OpenTouch Message Center, a stand-alone software messaging system,
available to OmniPCX Enterprise users
Alcatel-Lucent 4645 voice messaging system
The Alcatel-Lucent 4645 VMS (Voice Messaging System) is a powerful software
application designed to be integrated in the Alcatel-Lucent OmniPCX Enterprise
Communication Server for more efficient deployment and management of
messaging and greeting features.
Available to all end-users whether they use fixed or mobile sets, covering all
business sectors and activities, the Alcatel-Lucent 4645 VMS provides natural
interactive messaging to ensure a high level of company «welcome»
management.
Page 137
The Alcatel-Lucent 4645 VMS is the best suited, cost
effective voice mail solution for systems based on Common
Hardware platforms or Appliance Server.
The Alcatel-Lucent 4645 VMS can be embedded in an
independent hardware platform or fully integrated on the
same hardware platform as Alcatel-Lucent OmniPCX
Enterprise Communication Server.
The Alcatel-Lucent 4645 VMS is a multi-service voice application. It makes it possible for callers to
leave a message in a user’s voice mailbox when the user is busy or away so that messages are
never missed. Voice prompt menus help mailbox owners by providing contextual options to manage
the service. End-users can manage their mailbox more quickly and easily, their set display offers
the relevant contextual options, which can be selected via softkeys.
The Alcatel-Lucent 4645 VMS also offers the following services:
–
Voice mail messaging features that allow the owner of a mailbox to send messages
to other mailbox users. A large range of options are available to assist the mailbox
owner:
o Message forwarding to one or several correspondents
o System distribution list used to send messages simultaneously to multiple
destinations
o Importance level of the message
o Verification of message distribution (acknowledgement when correspondents have
listened to the voice mail)
Each user can program their desired type of acknowledgement (for example notification by
their telephone ringing)
–
–
–
Automated Attendant features that allow the voice mail system to automatically:
answer incoming calls, transfer them to a requested number or requested mailbox, and
present general company information
Information messages to present company information (opening times, description of
departments (e.g., marketing, etc.) to be played to callers. This service involves
implementation and configuration of specific automated attendant parameter settings
Specific services for mobile users, which enables a caller to select various options
(offered by the Ubiquity assistant) when the caller cannot reach the requested user. The
configuration of specific automated attendant parameter settings creates the Ubiquity
assistant
In addition to these services, Alcatel-Lucent 4645 VMS can provide the following advanced services:
–
Alcatel-Lucent 4645 My Messaging service, which allows mailbox owners to
consult their voice mail from a remote PC (e-mail client) via the IP network thanks to the
Page 138
implementation of an Internet-standard protocol, IMAP4 (Internet Messaging Access
Version 4).
Many businesses are eager to consolidate
their dispersed mailing systems and offer
their employees common access to all
their messages while ensuring:
–
–
–
–
Existing investments in both
voice mail and e-mail
infrastructures are preserved
Users’ expertise regarding the
interface of their choice are
respected
Easy deployment of the
solution whether for a few
users or to the whole company.
This is because no server plugin is necessary, only the email
client needs to be configured.
Alcatel-Lucent 4645 Networking service, which enables the Alcatel-Lucent 4645
VMS node to be connected to several other voice mail system nodes (Alcatel-Lucent
4645 VMS, Alcatel-Lucent OpenTouch voice messaging or a voice mail from another
manufacturer) over the IP network
Note: A reduced version of the Alcatel-Lucent 4645 VMS, the Alcatel-Lucent 4645 Starter Pack,
designed for standalone mid-market sites, is available. Networking service and My Messaging
services are not available with this product.
OpenTouch voice messaging
The Open Touch voice messaging application is exclusively SIP based, which makes it flexible, easy
to deploy and highly scalable: it can serve a high number of users and gradually extend according
to business needs. It is integrate part of The OpenTouch Business Edition and OpenTouch
Multimedia Services solutions to provide a legacy and unified voice messaging service for
Conversation and Connection users. Both OpenTouch Business Edition and OpenTouch Multimedia
Services solutions can be installed in a virtual environment.
The scalability of OpenTouch voice messaging varies widely depending on the commercial package
of OpenTouch and whether it is installed on a physical server or a virtual environment. The
currently highest possible values are 5000 voice messaging users and 180 concurrent calls for
message deposit and retrieval plus additional 75 concurrent calls for automated attendant services.
OpenTouch Message Center
The Alcatel-Lucent OpenTouch Message Center provides legacy voice messaging services to
OmniPCX Enterprise users.
o
o
It is highly scalable: it can serve a high number of users and gradually extend according to
business needs
It provides an enhanced user experience, with message accessibility from any device, web
based user option management
Page 139
o
It provides Visual Voice mail access from Alcatel-Lucent from Alcatel-Lucent 4028, 4038,
4068, 8028, 8038, 8068, 8082 phones and from any IMAP client such as Thunderbird or
Microsoft Outlook™
OpenTouch Message Center can be installed in a virtual environment and provides an enhanced
high availability solution.
The capacity of OpenTouch Message Center is 15 000 voicemail users and 180 concurrent calls for
message deposit and retrieval plus additional 75 concurrent calls for automated attendant services.
Page 140
9 Customer services
9.1 Contact centers
Overview
The ability for a customer to easily contact an organization is fundamental to the success of this
organization. Whether this contact is the introduction to your business center or your business is
your contact center, the way in which clients are treated is reflected in your profits.
Many years of experience in developing contact centers enables Alcatel-Lucent to offer a wide
range of products using the OmniPCX Enterprise Communication Server technology. From basic
features of attendant services 1to international multisite contact centers with tailor-made features,
Alcatel-Lucent can offer almost unlimited possibilities.
Note: For additional information about Attendant Phones, refer to the Attendant Phones and
Services chapter.
They are designed to fit the needs of small to very large contact centers and from simple to highly
customized. Due to the importance of contact centers and the variation of their specific needs,
Alcatel-Lucent provides several product offers as the link between clients and the enterprise.
As contacts centers today are mainly providing customer service and technical customer service, it
is pivotal that contact center solutions extend their offer to include tools to help companies to focus
on this reality. Balancing cost and quality is the daily challenge of a customer service. Both vectors
have multiple dimensions from which turning cost into revenue and turning contacts into cases are
indeed two that have been pointed out as part of the main trends.
Turning cost into revenue is being done by increasing retention, cross-sell and up-sell, while
servicing a customer. It takes time and training to implement this type of strategy but moreover it
needs the appropriate tools and solutions in order to allow the rapid change of product or service
offers and respective argumentative scripts.
Turning contacts into cases is being done by connecting all efforts done to solve a customer issue
and thus obtaining a truly universal and meaningful customer history. The ideal situation is to close
the case on the first contact, thus increasing the FCR (First Call Resolution) indicator, but this is not
always possible. And when it is not, then the challenge is to follow it up until problem solved and
case closed, before the customer contacts again. It takes a business process management
orientation to achieve this stage but moreover it needs the appropriate tools and solutions to
implement processes across departments that link to the contact center.
Alcatel-Lucent Contact Center solution addresses these challenges by offering a comprehensive, yet
modular solution, for contact center management, including focusing on customer experience and
on streamlining flows between all operational departments of the company providing the service.
These include:
1
–
Greetings Assistant and Greetings Attendant
–
Alcatel-Lucent OmniTouch Contact Center - Standard Edition (OTCC-SE)
–
Alcatel-Lucent OpenTouch Customer Service – Plug-In & Prime Editions (OTCS)
For additional information on Attendant Phones, refer to the Attendant Phones and Services chapter.
Page 141
This document introduces Contact Center Suite selection criteria, according to company
characteristics and needs. The main features and advantages of Greetings Assistant, Greetings
Attendant and Alcatel-Lucent OmniTouch Contact Center - Standard Edition are detailed here.
Notes:
–
For a brief description of the Greetings Assistant, see the Attendant telephones chapter.
–
For detailed information on Alcatel-Lucent Call Center Office, please refer to the
corresponding product documentation.
–
For further information on the , Genesys Compact Edition and for Genesys Full Suite,
please refer to the corresponding documentation
Operating systems
All OTCC-SE clients (CCS/CCA) can run Windows XP, Windows 7 (32 or 64 bits) or Windows 8 (32
or 64 bits)
All OTCC-SE Servers (CCS Server, ASM Server & CCA Server) can run Windows 2008 Server R2
within a single KVM Virtual Machine embedded on OTBE appliance Server or in a single VMWare
ESXi 5.1 Virtual machine on blade or appliance servers.
#1
All OTCS clients (Unified Desktop) can run Windows XP, Windows 7 (32 or 64 bits) or Windows 8
(32 or 64 bits).
All OTCS Servers can run Windows 2008 Server R2, Windows 2012 Server within a single a single
VMWare ESXi 5.1 Virtual machine on blade or appliance servers.
Introduction
Today, the telephone is the first point of contact and typically the preferred communication tool
between a company and its customers. Therefore, the quality of service offered over the phone is
essential for good customer relationship and customer retention, which results in a marked
competitive advantage and business growth.
The ideal choice for a basic contact center is the Greeting Assistant. This is an embedded
application that uses the features of an Alcatel-Lucent IP Touch 4038 (8038) Phone or an AlcatelLucent IP Touch 4068 (8068) Phone to create a simple call distribution system. It offers queuing
with announcements to receive incoming calls and enables redirection to the right person. This
solution, easy to use and configure, is ideal for small agent/attendant teams.
Since the introduction of contact centers, about thirty years ago, the need for a call center has
evolved from basic phone call handling to management of complex customer information and
Page 142
interaction center supporting multiple types of media (email, chat, Social media, Fax, SMS) access
and applications. Depending on the degree of sophistication, a contact center requires one or more
of the following:
–
Pre-qualification by an Interactive Voice Response (IVR) unit for front-end caller
identification/authentication and call characterization
–
IVR self-service at least for overflow or out of service hours, using touch tone and/or
speech recognition with text to speech information updates
–
Automatic call distribution and multimedia (email, chat, Social media, Fax, SMS)
distribution to a pool of agents or individually skilled agents or any sophisticated routing
strategies
–
Ergonomic agent workstations supporting multimedia handling and multimedia blending
–
Computer Telephony Integration (CTI) with the enterprise information system
–
One or more supervision and administration workstations to manage traffic flow and
system configuration.
–
Integrated multimedia real-time monitoring and historical reporting on individual or
combined components of the contact center
–
Centralized, distributed or Head-Quarter/Branch offices IP topologies.
–
High availability and branch survivability or more simple backup solutions
The Alcatel-Lucent OmniTouch Standard Edition suite is the foundation for a world-class
contact center providing the tools and functionality required for companies to implement a quality
customer organization while controlling operating costs. Alcatel-Lucent solutions address these
needs by providing:
–
An open and modular architecture based on computer and communication standards:
o
Real-time Linux kernel for communications servers (OXE) embedding OTCC-SE CC
part.
o
Windows operating system for OTCC-SE CC application servers (CCS Server, CCA
Server & ACR Server)
o
Windows operating system for OTCC-SE CCA client handling voice.
o
Windows operating system for OTCC-SE CCS client for supervision and
administration.
o
Computer Supported Telephony Applications (CSTA) communication protocol (OXE)
o
TCP/IP with Ethernet link to the information system
o
KVM virtualization layer running CC servers (CCS Server, CCA Server & ACR Server)
allowing to embed all logical CC servers on OTBE appliance server
o
VMware ESXi virtualization layer running OTCC-SE CC servers (CCS Server, CCA
Server & ACR Server) allowing to embed all logical CC servers on Blade or Appliance
servers.
–
An innovative and patented call routing and distribution algorithm
–
Intuitive and ergonomic telephones
Page 143
The Alcatel-Lucent OpenTouch Customer Suite Editions deliver a modular solution that
unifies all touch points throughout the organization.
Alcatel-Lucent offers solutions for every type of contact center including Customer Service, Action
Request Systems, Telemarketing, Banking Services…
Contact center managers can focus on key goals by monitoring in real time operations and business
outcomes, taking immediate actions to improve productivity and results.
–
An open and modular architecture based on computer and communication standards:
o
Windows operating system for OpenTouch Customer Service application servers
running multimedia handling and complementing OTCC-SE solution.
o
Windows operating system for OTCS Unified Desktop client handling voice and
multimedia interactions in blending model for Plug-In edition or native multimedia
for Prime edition .
o
Computer Supported Telephony Applications (CSTA) communication protocol (OXE)
o
TCP/IP with Ethernet link to the information system
o
VMWare ESXi virtualization layer running OTCS CC servers allowing embedding all
logical CC servers on Blade or Appliance physical servers.
–
A flexible interaction distribution logic based on scripts
–
Intuitive and ergonomic telephones
–
Agent desktop applications with “out-of-the-box” or custom CRM integrations
–
Web-based supervision and administration systems (Web Management Portal)
–
An extensive portfolio resulting from partnerships with third party solution providers
(Recorders for Quality Management, Workforce Management integration)
Alcatel-Lucent contact center suite portfolio
The Alcatel-Lucent OmniTouch CC suite is a comprehensive. It starts with EasyContact: the
Alcatel-Lucent Enterprise Greeting Center and can be enhanced with features covering advanced
greeting needs, providing the ability to expand and adapt to large communication flows.
The Alcatel-Lucent OmniTouch CC suite consists of the following contact center solutions:
–
The EasyContact package solution is designed for greeting centers. All companies have
to improve customer service (internal or external) and optimize call handling, but not all
companies can afford to fully dedicated resources or have the time for precise call
supervision and traffic reporting.
–
The EasyContact pack is a simple, comprehensive, and professional greeting solution,
dedicated for small groups of people. This solution is fully embedded in the OmniPCX
Enterprise. For more information, refer to the corresponding documentation, available
from the Enterprise Business Portal and Technical Knowledge Base.
–
The Alcatel-Lucent OmniTouch Contact Center - Standard Edition is the ideal solution for
needs related to voice communications. Alcatel-Lucent OmniTouch Contact Center Standard Edition can run from 5 to 2000 connected agents in a single OXE node and
more for multi OXE nodes configuration. Since contact center router and database are
embedded in the OmniPCX Enterprise, Alcatel-Lucent OmniTouch Contact Center Standard Edition supports several important features:
Page 144
–
o
High availability—for inbound with main and back up communication servers
o
Branch survivability for inbound with passive communication server
o
Short deployment and fast reactions to business changes
The OTCS Plug-in Edition complementing Alcatel-Lucent OmniTouch Contact Center Standard Edition for adding multimedia (SMS, Chat, Social Media, SMS, Fax) interactions
handing while voice is handing by the OTCC-SE part. OTCS Plug-in Edition provides also
integration to the Contact Center eco-system such as Recorders, Workforce
management and CRM applications.
OTCS Plug-In supports
–
o
High availability and survivability—for multimedia interactions
o
OTCS Voice portal for complex IVR strategies including TTS and ASR technologies as
well as integration with the back-end of the company.
o
Native or custom business integration with 3rd pty applications such as Workforce
Management or Customer Relationship Management (CRM).
o
Native or custom integration with 3rd pty recorders providing quality management,
coaching as well as mentoring by recording voice/data agent sessions.
o
Customizable integration to business applications
The OTCS Prime Edition providing full multimedia (Voice Inbound, Voice Outbound,
SMS, Web-Chat, Web callback, Social Media, Fax) interactions handing while voice is
handing by the OTCC-SE part. OTCS Plug-in Edition provides also integration to the
Contact Center eco-system such as Quality Management with Recorders, Workforce
management for agent capacity planning and CRM applications for managing a business
relationship with a customer.
OTCS Prime supports
o
High availability and survivability—for multimedia interactions
o
OTCS Voice portal for complex IVR strategies including TTS and ASR technologies as
well as integration with the back-end of the company.
o
Native or custom business integration with 3rd pty applications such as Workforce
Management or Customer Relationship Management (CRM).
o
Native or custom integration with 3rd pty recorders providing quality management,
coaching as well as mentoring by recording voice/data agent sessions.
o
Customizable integration to business applications
No programming skills required for business managers to become autonomous. It is a modular
suite which includes the following components:
–
CCDistribution (Contact Center Distribution) is the core of the solution. It is based on
the unique matrix call routing model and is fully embedded in the OmniPCX Enterprise.
It provides efficient call routing and distribution to the most suitable agent (matrixbased group skill mapping, routing based on groups or sophisticated/Advanced routing
rules for targeting the best agents such as Last Called Agent or SQL lookup of a
business/metier Database)
–
CCSupervision (Contact Center Supervision) is the all-in-one application for real time
Page 145
supervision, system configuration, alarm signaling, statistics compilation and detailed
Excel-based reporting (Contact Center WYSIWYG). With the CCSupervision all-in-one
management tool, supervisors can truly manage contact center operations with a unique
graphical interface
–
CCAgent (Contact Center Agent) is a phone desktop application running on a computer,
allowing agents to handle calls from the Contact Center
–
Wallboards are made of LEDs offering optimized information visibility and IP
connection. Wallboard Manager provide rich features (e.g. real time information on the
Contact Center activity) driven by a dedicated ergonomic management tool for LED
wallboards. For more information on the different components of the Alcatel-Lucent
OmniTouch Contact Center - Standard Edition, refer to the corresponding
documentation, available from the Enterprise Business Portal and Technical Knowledge
Base.
A specific package: the OmniTouch CC Welcome, consisting of several Alcatel-Lucent
OmniTouch Contact Center - Standard Edition components, referred to as the Starter
package, is designed to suit the special needs of small and medium-sized companies.
This integrated solution meets the challenge of providing advanced single-site
distribution features at an attractive price, in order to face the very same challenges as
many larger businesses.
The OmniTouch CC Welcome can include up to 25 connected agents and 8 singlesite/multi-site CC supervisors. It starts with a 5 agent call center. The number of agents
may be increased with an on-demand call center that addresses peak period loads in the
most efficient way.
Easy migration towards the complete contact center version, including all the modules of
the OmniTouch suite is guaranteed. This allows end-users the capability to upgrade their
configuration at their own pace to include more agent positions, interactive voice
response, networking and campaign management.
–
Soft Panel Manager is designed to expose real time data on Panel PC or TV screens or
desktop PCs in addition to LED wallboards. Views on TV screen are customizable for
offering to CC admin graphics, trends, pies of system KPIs or business KPIs
–
OTCS Plug-IN is composed of multiple modules and is designed to complement
OmniTouch Contact Center for:
–
o
Managing multimedia interactions thru a Unified Routing/Unified queuing engine.
o
Providing Unified Desktop agent for multimedia handing and blending
o
Providing connectors to 3rd pty Workforce Management applications
o
Providing connectors to CRM applications
o
Providing connectors to 3rd pty recorders
o
Providing embedded Voice Portal for complex IVR scripts designing complex routing
strategies. Voice portal handles also voice and provides TTS/ASR capabilities thru 3rd
party technologies.
OpenTouch CS Unified Interaction: With OpenTouch Customer Service,
Organizations of any size may handle and manage voice calls, emails, faxes,
SMS/texting, chat, social media, digitized mail and face to face, in a full blended and
geographically distributed environment.
Page 146
–
By handling all media types in a unified way, OpenTouch CS’s solution allow for an
outstanding customer service since a record of all interactions is kept for follow-up or
future reference.
–
OpenTouch CS Unified Dialer: OpenTouch CS outbound dialer comprises predictive,
power and preview pacing modes, with accurate call classification, that enable
productivity enhancements and compliance with the most demanding telemarketing
legislation.
–
OpenTouch CS Workflow: Since good customer service does not end on the contact
center but extends to the whole enterprise, OpenTouch Customer Service includes a
module for workflow automation, OpenTouch CS Workflow, to assure quality on all
customer activities across all departments and avoid loose and dead ends.
OpenTouch CS Workflow brings the contact center efficiency to the overall business
processes, enabling cases to solve faster and improving customer satisfaction.
–
OpenTouch CS Unified Desktop: OpenTouch CS Unified Desktop provides agents all
functionality and information needed for their activities. Functionality provided include
voice management through softphone or deskphone, an email and a chat interface,
access to the knowledge base and handling workflow tasks. Information includes all
contact data and past history of the customer.
–
Having all information needed to manage an interaction at disposal make agents more
productive (thus decreasing costs), more efficient (thus increasing quality) and more
motivated since they can solve more customer issues on the fly.
–
OpenTouch CS Management Portal: OpenTouch Customer Service delivers
functionality for the full management of the interaction life cycle, including contact list
management, interaction routing, monitoring and historical reporting.
OpenTouch CS Management Portal allows managers to monitor operations and the
outcome of activities in real time, taking actions to improve results.
–
OpenTouch CS Unified Routing: OpenTouch CS Unified Routing applies priorities,
intelligent and skills-based routing rules to all types of activities, including interactions
and workflow tasks.
–
OpenTouch CS Unified Routing ensures that customers receive the best service, from
the most appropriate resource in the optimum time frame, regardless of the used media
type.
–
OpenTouch CS Voice Portal: The solution includes support for full voice self-service
with OpenTouch CS Voice Portal for inbound and outbound. The suite can also be
integrated with 3rd party IVR systems using OpenTouch CS APIs.
–
OpenTouch CS Design Studio: OpenTouch Customer Service offers a single, high
level, development framework, used to adapt the suite to customer needs. This tool,
OpenTouch CS Design Studio, is especially tailored for contact center applications and
can manage all the interaction lifecycle from routing, IVR to Unified Desktop – including
screen pop and telemarketing scripts.
–
OpenTouch CS Connectors & Integration Server: OpenTouch Customer Service
provides out of the box integration with leading CRM solutions, OpenTouch CS
Connectors. OpenTouch CS Integration server enables the integration of custom
developed applications with OpenTouch Customer Service.
Page 147
9.2 OmniTouch Contact Center - Standard Edition
architecture
LAN-based architecture
The underlying architecture is based on a standard Ethernet LAN with TCP/IP and a client/server
design. By adhering to standards, Alcatel-Lucent components provide fast and easy integration with
a company’s data environment and third-party applications.
OmniTouch Contact Center Standard Edition for OXE offer
OTBE Server (CTI Server + CCS
Server+CCA Server)
CC-IVR Server
CC IVR Client
CC Supervision
CC Agent (Agent
Workstation)
Agent Phone
OmniTouch Contact Center Standard Edition for OTBE offer (some logical servers are virtualized
and embedded on OTBS appliance server)
Page 148
OTCS Plug-In
embedding CTI server
and IVR (optional)
CC-IVR Server (Optional)
Soft panel Manager
TV screen (Optional)
OmniPCX Enterprise
CC-IVR client (Optional)
CC supervision
Agent
Phone
Unified
Desktop
Agent
OmniTouch Contact Center Standard Edition complemented by OTCS Plug-in for multimedia
handling and eco-system integration
Positioning Standard Edition
The size of your agent team is not the major criteria to select a particular solution. Other factors to
consider are:
–
–
–
–
–
Customer experience in Contact Centers, first implementation or replacement of an existing
system after several generations
Full time or part time Contact Center manager(s)
Available IT expertise for configuration and administration
E-mail and other media support in the Contact Center environment
Evolution of the company needs, including geographical sites
The following table indicates the features available for each contact center product:
Alcatel-Lucent CC product
lines
OmniTouch CC OTCS Plug-In
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full
Suite
OTCS Prime
Edition
Yes
Yes
Yes
Yes
Yes
Call routing/Call queuing
Basic routing
Yes
Matrix Based routing
Yes
Multi-site routing
Yes
Yes
Yes
Yes
Yes
(via IP gateway (via IP gateway (via IP gateway)
(via IP
or virtual OTCC- or networked
gateway or
SE based on
networked
OXE)
networked OXE)
OXE)
(via IP
gateway or
networked
OXE)
Page 149
lines
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full
Suite
OTCS Prime
Edition
Best Practice
Yes
Yes
Yes
Yes
Yes
Skill Based routing
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes, script
Yes, graphical
script
Yes,
graphical
script
Yes, script
>6 Levels in Queue
DB Driven
Embedded IVR
External IVR
Yes graphical
script
Using Integrated
Automated
Attendant
Yes CC-IVR or
GVP
Business Rules Based
Yes (Visual IVR)
Yes OTCS-Voice Yes CC-IVR or
Portal
GVP
Yes
Carrier-Based
Programmable/Scripting
Yes OTCSVoice Portal
Yes GVP
Yes CC-IVR or
GVP
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Agent Desktop
Agent Desktop (PC
Based)
Yes (Thick for
voice only )
Yes Thick and Yes Thick and
Yes Thick Yes Thick and
Thin multimedia and Thin
Thin
Thin
multimedia
multimedia multimedia
Multimedia Contact Log
Yes
Yes
Yes
Knowledge Management
Yes
Yes
Yes
Agent scripting
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Monitoring
Voice
Multimedia
“All-in-one”
Yes
Yes
Planned for
Page 150
lines
Standard
edition for
Edition
OTCC-SE
(CCS Thick client)
Rich UI (Drag & Drop,
etc.)
Specialized admin
Desktops (Thin & Thick)
Genesys
Compact
Edition
Genesys
Full
Suite
OTCS Prime
Edition
(Rich client)
Q4 ’14 Rich
client
Yes
Yes
Yes
Yes
Yes (CCS Thick
for voice only)
Yes CCS Thick
and Thin Web
Management
Portal
multimedia
Yes Thick
multimedia
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Thick Yes Thin Web
and Thin Management
Portal
multimedia
multimedia
Reporting
Predefined/caned reports
Wizard/Customization
Excel Based
Yes
Yes
Yes
Web Access (HTML
format)
Yes
Yes
Yes
Business Level Analysis
(End-users KPIs)
Yes
Yes
Yes
Medias
Voice (Inbound)
Yes
Yes
Yes
Yes
Yes
Multimedia (E-mail)
Yes
Yes
Yes
Yes
Voice (Outbound)
Yes
Yes
Yes
Yes
Multimedia (Social Media)
Yes
Yes
Yes
Multimedia (SMS)
Yes
(Transformed
to email)
Yes
(Transformed
to email)
Multimedia (Fax)
Yes
(Transformed
to email)
Yes
(Transformed
to email)
Page 151
lines
Standard
edition for
Edition
OTCC-SE
Multimedia (Open Media)
Genesys
Compact
Edition
Genesys
Full
Suite
Yes
(Transformed
to email)
OTCS Prime
Edition
Yes
(Transformed
to email)
Last Contact Agent (Email and Voice)
Voice only
Yes for
multimedia
Yes
Yes
Yes
E-mail Adv. Reporting
Yes
Yes
Yes
Yes
Yes
Yes
Simple
Advanced
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
MS-SQL DB and
Oracle DB
SQL Server
Any DB
MS-SQL DB
and Oracle
DB
E-mail. Content Analysis
Fully Programmable
Media Routing
Yes (Voice only)
Architecture
PBX Embedded
Yes
CTI
Yes
Supported Databases
Licensing
Overrun
Yes
Workforce Management
Custom integration
Yes
Yes
Out-Of-The-Box
Yes
Yes
Customer Relationship
Management
Custom integration
Yes Simple
Out-Of-The-Box
Yes via
“Custom”
connectors
Powerful with
Gplus
Yes via “Out-of- Powerful with
Powerful
with Gplus
Yes via
“Custom”
connectors
Powerful
Yes via “OutPage 152
lines
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full
Suite
OTCS Prime
Edition
the-box”
connectors
Gplus
with Gplus
of-the-box”
connectors
Quality Management
Custom integration
Yes
Yes via
“Custom”
connectors
Yes
Yes
Yes via
“Custom”
connectors
Out-Of-The-Box
Yes
Yes via “Out-ofthe-box”
connector
Yes
Yes
Yes via “Outof-the-box”
connectors
Instant
Messaging/Presence
Planned for Q1
‘15
Yes
Yes
Planned for
Q1 ‘15
Conferencing
Planned for Q1
‘15
Unified Communication
Planned for
Q1 ‘15
Greeting assistant
The introductory contact center offer is the Greeting-Assistant, which offers the possibility to use
any of the Alcatel-Lucent IP Touch 4038 Phone, Alcatel-Lucent IP Touch 4068 Phone, or AlcatelLucent 4039 Digital Phone as an attendant phone.
The combination of. phone set and. embedded EasyContact package creates a Greeting-Assistant
desk for smaller services, with up to five agents.
The phones context-sensitive and programmable keys can be configured to customize the sets
specifically for attendant purposes.
The EasyContact package solution is an easy to use, simple voice distribution system offering
queuing facilities with announcements that manage customer contacts efficiently for up to twentyfive individuals. Fast deployment is ensured, with implementation wizard and verticals templates.
Page 153
CCDistribution
The distribution module primarily focuses on the location, status, and availability of contact center
personnel and (according to this information) the distribution of calls.
Call routing
The ability to route a call to the most appropriate agent is an important factor in managing contact
centers. The CCD distributes calls to available agents based on agent skills and related costs.
The call distribution within CCDistribution is based on the pilot concept. A pilot is one entry point
into the CCDistribution system. Typically, there is a pilot for each type of service offered by a
company to its customers. CCDistribution connects three distinct object classes: pilots, queues, and
resources (either agent or groups) by prioritizing directions.
Prior to entering a pilot, a call is profiled. The call profile is based on call characteristics, such as
its geographical origin or a particular client status.
The call is then distributed to the most appropriately skilled agent, using the CCD’s Advanced Call
Routing (ACR) distribution mechanism. Call routing is accomplished in the following ways:
–
–
–
–
A call without a profile is directed to a pilot based on information such as the ANI
(Automatic Number Identification - Caller ID), called number, IVR characterization or an
identifier that groups similar types of calls.
Calls without profiles are routed to a waiting queue, an overflow queue, or a redirection
process. The current routing options are then evaluated with regards to priority, resource
availability, queue status, and estimated waiting time.
Calls with profiles are directed to an ACR waiting room using the pilot’s top priority direction.
Selection of the most appropriate direction is based on priority, waiting room status (open,
closed, or blocked) and estimated waiting time.
After a profiled call is placed in a waiting room, the CCD sends a request to the ACR agent
selection module (ASM). The ASM interprets high level workflow rules defined in scripts and
returns the following information to the distribution mechanism:
Page 154
–
–
–
o
A list of skilled agents available to answer the call
o
A cost associated with the agent’s ability to handle the call
o
A call priority 0-9 – optional
o
A reselection timer – if the timer expires while the call is still in the waiting room, a
new request is sent to the ASM to expand the list or modify the call priority.
After a call is directed to a queue, if target resources (agents in resource groups and/or ACR
agents, IVR ports, etc.) are available, the call is distributed to the selected group or ACR
agent immediately with no delay, and then presented within the group to the appropriate
agent. This is the resource selection process.
If the selected resources are busy, the routed call is placed in a queue. Queues are
managed according to the "first in, first out" principle. The size of a queue is defined by its
maximum waiting time, i.e., the maximum time allowed for calls to queue. When this
maximum time is reached, the queue is closed and new calls are routed to the next highest
priority queue. Calls in the queue can access an IVR or automatic attendant without losing
their position in the queue (interactive queuing).
When a resource in the highest priority group becomes available, the call with the highest
priority at the head of the queue is distributed to the available agent. This is the call
selection process.
Routing criteria are recorded as distribution rules. The correct rule is automatically applied via a
calendar that activates the rule based on a pre-selected day and time. In extreme situations when
critical traffic conditions occur or when the relevant agents are unavailable, the supervisor is able to
control and adjust the distribution rules. If waiting times increase too much, it is possible to reroute all or some of the calls to one or more remote sites (network overflow).
This matrix interface indicates expected waiting time for incoming calls.
CCSupervision
The Supervision module is concerned with system efficiency. It collects and analyzes statistics in
order to perform configuration modifications.
The CCSupervision client application is based on standard Windows PC technology and is connected
to CCDistribution through a TCP/IP link. It runs in various environment, including Windows® XP,
Terminal Server, Vista Business and Citrix 4.5 and Windows® 7 (32 bits and 64 bits).
Page 155
Introduction
CCSupervision controls and improves CCD system quality and efficiency by providing:
–
–
Real-time statistics, so that supervisors can analyze system operations and react in an
appropriate and timely manner.
Historical statistics, so that supervisors can analyze system operations at a later time.
There are two types of management functions:
–
–
Supervisory function, which allows observation of system operations
Administration function, which provides the ability to re-configure the system to adapt to
current or future operating conditions
After logging into CCD system through any CCS management workstation using a name and
password, the supervisor can use any of the following services:
Administrative configuration function:
–
–
–
–
Modification in real time of call routing and call distribution parameters
Reconfiguration of various CCD objects (trunk groups, pilots, queues, groups) and superobjects (several objects of a specific type grouped together)
Full agent-level management, including group assignments, default logon settings, and
immediate actions
General default system parameters
Real-time supervisory monitoring of CCD objects is performed:
–
–
–
From the navigator, a GUI all-in-one management tool that provides a complete view of
operations. A snapshot view, updated every three seconds, provides information on object
status, traffic conditions, etc.
Over a supervisor-defined sliding observation period (up to one hour)
On event-triggered alarms and pilot-specific service level windows
Statistics compilation and storage of historical analyzed data with report editing and printing
capabilities are available.
Statistics and reports
Excel or ticket extractor
CCSupervision provides Microsoft Excel predefined reports.
For more powerful reporting tools, the Call Record Interface (CRI) option is delivered with Ticket
Analyzer. One tool to retrieve and visualize tickets with filtering facilities.
In addition to CRI, it is also possible to run Ticket Extractor application. This is recommended when
more detailed statistics and customized reports are required. Ticket Extractor extracts detailed data
on calls and stores it in a standard external database. Such data can be processed by reporting
tools such as Hyperion, Crystal Reports, or Interactive Insights.
Workforce management applications
In many markets and industries, workforce management is all about assigning the right employees
with the right skills to the right job at the right time. Such scheduling is achieved by establishing
Page 156
likely demand by analyzing historical data. Real Time adherence enables short-term reactions to
deviations from the forecasted demand or expected over - or understaffing.
Historical data with workforce management interface (WMI)
Several WFM have been certified. Please refer to AAPP interworking reports.
Real time adherence
For real time adherence, use the Real Time Interface (RTI).
Genesys workforce management
The leading Genesys WFM is available and uses CSTA monitoring, for a more advanced and
detailed visibility on Contact Center events.
CCAgent
The CCAgent provides the visual interface for :
–
–
–
Agent to respond to incoming calls
Team leader to observe the service and intervene in call problems
Supervisors to respond to service problems
The interface is constructed with tool bars for each of the specific profiles and for available
applications such as CCOutbound.
Architecture
The architecture is based on client server design using the CCAgent server as middleware interface
to the Alcatel-Lucent OmniPCX Enterprise Communication Server/OmniTouch CCDistribution. The
CCAgent server is connected to the Communication Server through native Ethernet TCP/IP
connection.
The CCAgent server supports CCAgent clients through the activities of various application servers:
–
–
–
A Telephony server providing access to telephony services and agent control using the CSTA
protocol
A Statistics server providing real time statistics related to CCD agents
A Configuration server allowing access to an object’s configuration
The CCAgent, as a desktop application, provides agents with:
–
–
–
–
Full telephony and session control
Access to personal and group statistics
Integration with directory clients
Access to messaging services, and interfaces for third-party applications such as customer
relationship management (CRM) applications or enterprise resource planning (ERP)
It offers open interfaces to integrate with third-party applications through OLE, DDE, and Active X
using the CCti interface.
The CCti interface provides an OLE (object linking and embedding) server to automate exchange of
information between the CCti and third-party applications. This enables other applications to control
the CCAgent or to receive information from the CCAgent, allowing a client application to use the
CCAgent to perform telephone operations. In the same way, a client application is advised of the
telephone or agent state changes by events transmitted through a notification interface.
Page 157
Network configuration
One CCAgent server is needed per Alcatel-Lucent OmniPCX Enterprise Communication Server node.
Remote agents
Remote agents on the phone
With this application, Alcatel-Lucent Contact Centre agents can process calls at home, from another
company, or from a mobile phone or using any OmniPCX Enterprise phone not supported by
Contact Center, for example, DECT phones or SIP phones/SIP end points.
The user interface for a “local” agent is based on telephone screen menus and soft keys. For a
remote agent, display on the screen is converted to voice guides and DTMF codes are converted
into soft keys.
In addition, remote agents can be equipped with a data terminal of a system integrated with
OmniPCX Enterprise via CSTA: like CCAgent, GCE Agent, Genesys Agent Desktop, or another CRM
desktop.
CCAgent Nomadic
CC Agent Nomadic is a solution offering transparent access to CC Agent services for traveling and
home workers equipped with a multimedia PC (Voice over IP), cellular phone, analog phone set, or
home DECT/PWT set.
Wallboards
Wallboards are essentially used to inform/motivate the team and improve productivity. In addition
to Key Performance Indicators, wallboards can notify the teams with up to date status on current
situations concerning sales. They provide visual means to welcome visitors and can display any
available statistics.
Page 158
LED wallboards
LED wallboards provide the following advantages:
–
–
–
–
Efficiency and Low energy consumption
Durability - Long life cycle
Total silence
Improved viewing – messages can be read from different angles
Wallboards are available in the following formats:
–
–
–
–
2
4
6
5
lines of 16 characters
colors that can be blinking or solid text
Note: Alcatel-Lucent Wallboards are not available for ordering in North America.
Panel PC
This LCD screen has a LAN plug and includes a powerful PC. Several LCD screens can be linked to a
Contact Center LAN. They provide the means to display beautiful graphics that customers
appreciate. Their definition provides a sharp, crystal clear image and excellent resolution, with all
high definition sources. Compared with average TV screens, this LCD has been selected for
professional use. Alcatel-Lucent recommends the Soft Panel Manager application to make the most
of this Wallboard.
Soft Panel Manager
The Soft Panel Manager manages the real time display of Business Data and Contact Center
statistics. Soft Panel Manager helps agents quickly identify strengths and weaknesses, establish
corrective strategies, thus optimizing Contact Center efficiency and Customer service. As a business
monitoring tool that displays company information, Soft Panel Manager contributes to take quick
strategic or security decisions.
Page 159
Its highly flexible interface allows numerous statistics and data formats from several sources to be
displayed on multiple devices: LED wallboards, LCD/Panel PC/Plasma/TV screens, or on an
individual PC screen (Desktop Wallboard).
The Soft Panel Manager is available for all Alcatel-Lucent Enterprise Contact Center environments.
Key features
–
–
–
–
–
–
–
–
–
–
Diverse data sources: Contact Center
statistics, calculated data, any business
data and videos
Four supported Contact Center
environments: OmniTouch Contact
Center Standard Edition, Genesys
Compact Edition, Genesys and OpenTouch Customer Service
Designed for any business environment where data display is critical: education, healthcare,
industry, events…
Displays statistics and data on multiple devices: LED wallboards, LCD/Panel PC/Plasma/TV
screens, individual PC screens (Desktop Wallboard)
Diverse and flexible display formats for statistics and data: textual area, pie charts, graphs,
charts, gauges, barometers, images, HTML pages, messages, tables, videos…
Displays rotating and schedulable view sequences
User-friendly design and widget management through a web interface:
o Real-time management of the displayed data by simply choosing one value from a
drop-down menu: easy counter adding & removing, position and format changing
o Fast real-time screen change: each graphic (charts/wallboard) can be moved and
resized using the mouse by a simple drag-and-drop command on the screen
Alarm notification via an Email when a defined threshold for one or more statistics is
reached
Connection to the OpenTouch Video Store or YouTube to broadcast videos
Desktop Wallboard: offers an agent the opportunity to display statistics on his own
computer, with the same functionality as a standard LED wallboard. This application is most
useful for architectures with distributed sites as it enables remote monitoring of an existing
wallboard and allowing the overseeing of Contact Center agents’ activity from a distance
Benefits
–
–
–
–
–
–
–
Optimizes contact center efficiency through display of any required data
Helps agents focus on customer service
Increases campaign success rate by informing agents continuously
Improves reactivity and enables responsive correction strategies such as staffing decisions
Continuously informs key stakeholders of performance in real time
Enhances security by rapidly communicating important data to specific departments (IT,
networking…)
Ideal tracking tool for supervisors and agents, offering control over statistics and message
display, real-time contact center activity monitoring and instant daily updates on strengths
and weaknesses
Page 160
CSTA
To support computer telephony integration (CTI) applications, OmniPCX Enterprise offers the
Computer Supported Telephony Application (CSTA) protocol. OmniPCX CSTA conforms to the ECMA
CSTA standard (ECMA/TC32-TG11), a widely accepted de facto standard for client and application
developers.
CSTA services can:
–
–
–
–
–
Implement a third-party call control in which the switch to host link is called the CSTA link
Provide both a physical connection and transport mechanism for the communication
between the PCX (TDM and IP switch) and the computer platform (host) through the CSTA
link
Implement a client/server communication model including service request direct function
calls, which support a specific service including:
o CSTA initialization services
o CSTA switching function services such as:
§ Answer call
§ Conference call
§ Make call
§ Transfer call
o CSTA status reporting services, such as:
§ Start monitoring
§ Change monitor filter
· Service Responses can either be a confirmation event or a universal
failure, including CSTA switching function events such as:
o Call cleared
o Established
o Failed
o Transferred
CSTA agent state events such as:
o Ready/not ready
Unsolicited events are provided when external events occur
Page 161
9.3 OmniTouch 4625 CCIVR
Overview
Interactive Voice Response (IVR) technology uses the telephone to implement a communication
between a caller and a data processing system. Input from a caller to the system may be spoken,
entered via the telephone keypad, or faxed. The output may be spoken, sent via fax, or e-mailed to
the caller. IVR technology is ideal for the operations providing automated around-the-clock
services.
The OmniTouch™ 4625 Contact Center Interactive Voice Response server is designed to
complement the Alcatel-Lucent OmniPCX Enterprise Communication Server and the Alcatel-Lucent
Contact Center Suite. It allows enterprises to benefit from the latest technologies in the
convergence of both voice and data, with stationary and mobile technologies. In addition,
OmniTouch™ 4625 CCIVR assists enterprises in achieving their goal of improving speed and quality
of a customer’s experience and promoting self-service customer applications. The OmniTouch™
4625 CCIVR allows enterprises to create reliable and powerful contact centers and interactive voice
response (IVR) solutions.
Well packaged IVR fits with Mid Market requirements, it is ready to develop applications from
delivery, provides a graphical application generator for an easy start in the development of
applications with easy updates, along with powerful statistics to understand how callers are using
applications. The caller is never lost as there is a high level of call control, voice mailboxes are
available to manage messages and complete the alternatives offered to the caller. With only one
week of training, a developer is autonomous.
OmniTouch™ 4625 CCIVR is well suited to customize outbound applications, such as negotiated
Call back in Contact Centers, or alerts with reporting and retries or fax campaigns.
OmniTouch™ 4625 CCIVR key benefits include new avenues for customer interaction through the
latest speech and text-to-speech technology, significant cost savings through automated services,
and investment security. The OmniTouch™ 4625 CCIVR application is based on industry-standard
platforms, such as Windows® Server 2008 Std or Enterprise EN SP2 32 bits.
OmniTouch™ 4625 CCIVR can be used as a front-end to Contact Center enabling caller
identification and profiling prior to forwarding the call to a selected agent. This caller information is
then displayed in a window on the agent’s desktop, or on the display of the agent’s phone.
Contact Centers Call qualification is a key process for better customer service. It also significantly
reduces costs. It can be enhanced with OmniTouch™ 4625 CCIVR interactivity. It includes Expected
Waiting time announcements and proposals for alternative, such as call back, call customer
feedback applications, and structured messages.
Note 1: Certain pieces of equipment, components, or features may not be offered in every country
or region. For more information, contact your Alcatel-Lucent representative.
Note 2: The OmniTouch™ 4625 CCIVR solution benefits Genesys Compact Edition and Genesys
integration as well as OTCC Standard Edition integration.
Product highlights
OmniTouch™ 4625 CCIVR benefits
OmniTouch™ 4625 CCIVR automatically provides call handling 24-hours a day, 7-days a week:
–
Includes interactive call qualification with alternatives such as changing requirements for
shorter waiting time, or negotiated call back or leaving a message
Page 162
–
Reduces operational costs by automatically handling simple requests
–
Automatically handles overflow calls, reducing or eliminating hold time
–
Increases the order volume that the Contact Center can handle without additional
agents
–
Expands the operating hours for improved customer service
–
Increases efficiency and profitability
–
Provides a transaction confirmation by e-mail or fax
Windows server platform
–
Industry standard
–
Openness allowing integration across a broad range of third party vendors and tools
–
Secures investments for the future
Multi-media
–
Automated attendant, voice mail, e-mail, incoming fax, enhanced fax-on-demand
–
Text-to-speech and speaker-independent speech recognition enables information to be
provided in the format and through the medium required by the customer
High server availability
–
Cost-effective services 24-hours a day, 7-days a week
–
Highly scalable – increases the total capacity of the system to several thousand lines
–
Easy administration - multiple CCIvr servers can be accessed from a single point
–
Changing applications requires less time
–
High server availability and increased reliability of services
SIP connectivity
–
More flexible connectivity with LAN
–
Up to 120 SIP lines, scalable per port
–
SIP trunks group (neutral)
–
SIP users (neutral)
–
SIP users with CSTA monitoring and Genesys Compact Edition/Genesys integrations
Digital link to Alcatel-Lucent OmniPCX Enterprise Communication Server
–
Scalable up to 120 lines per IVR (but several CCivrs can run on the same OXE)
–
Low costs per line, especially for large numbers of ports
ISDN trunk access
–
Opens new market segments where IVR is directly linked with the PSTN trunks. It is
possible to benefit from the OmniTouch™ 4625 CCIVR application on its own, especially
when Alcatel-Lucent OmniPCX Enterprise Communication Server/OmniTouch Contact
Center is planned to be implemented in a second phase
–
It is mandatory to involve a “Premium Customer Service” process for the first ISDN
installations. ISDN access is the default configuration of boards. All Application
Generator Building Block data provided by CSTA session are not valid
Page 163
Powerful integration with OmniTouch contact centers and with Genesys
–
OmniTouch™ 4625 CCIVR is very efficient for Interactive Call qualification before Call
distribution, or in parallel with queuing (Interactive Queuing for Alcatel-Lucent
OmniTouch Contact Center - Standard Edition only) or as a Processing Group. Powerful
integrations with Genesys Contact Centers are available
–
CSTA Correlator data with 30 bytes with OmniPCX Enterprise and Alcatel-Lucent
OmniTouch Contact Center - Standard Edition
–
Attached data with Genesys Contact Centers
Speech recognition
–
Voice recognition can be used to build a user-friendly application interface, and increase
acceptance of offered services
–
This software based solution allows the system to easily evolve with the latest
developments in the field of speech recognition, such as Nuance, Loquendo, Telisma
–
Speech recognition allows more interface options than touch-tone (DTMF) dialing
–
Enables new types of applications, such as voice dialing and directory assistance
–
Recognizes many different languages
–
State-of-the-art features such as "barge-in" and "recall" recognition algorithms as well
as utilities for adaptation, tuning adjustments, and exception handling
–
Choice between recognition options: vocabulary size (from small to complex), or
closed/open grammar. It is easy to use Speech Recognition for small and stable
vocabularies. For large vocabularies or open grammars, it is recommended to involve
our Professional Services or the Technology vendor
–
Recognition of up to 20 000 words enables a wider range of contact center applications
with full application control
Natural language comprehension
–
A natural dialog with a computer results in improved acceptance of the offered services
–
Enables highly automated applications such as automated booking or ordering systems
Text-to-speech
–
Ideal and cost-effective solution to present regularly changing information through the
phone, or like knowledge database
–
Quick and inexpensive. Existing textual information may be reused without any
additional word processing effort
–
Rapid prototyping of dialogs for testing and acceptance tests
–
Can be made more attractive with several voices (female and male) for the same
language
–
Utilities for TTS tuning, and exceptions
Fax-on-demand
–
The integrated fax server supports the majority of customer requirements with no
additional equipment. All voice boards have fax capability as an option
–
Supports “One-call fax”: The fax is delivered with the incoming call with no additional
Page 164
costs for the OmniTouch™ 4625 CCIVR. Devices needed on the caller side: a fax
machine with an integrated handset, or a fax machine and a separate telephone set
capable of transferring the call from the handset to the fax machine
–
Supports “Two-call fax”: The fax is sent with an outgoing call. The call charge is
supported by OmniTouch™ 4625 CCIVR. The fax can be sent at anytime, for example,
when telephone prices are lower
–
Fax campaigns can be designed using the fax numbers from your customer database
–
Sophisticated fax templates can be customized using Crystal Reports. Typical
applications for these fax reports are bank statements or stock level lists
Incoming fax services
–
Enables new services and provides the basis for workflow automation (for example, fax
to e-mail conversion, optical character recognition, etc.)
–
Increases customer service while significantly decreasing internal information routing
costs
E-mail integration
–
Sending e-mail using a MAPI-compatible or SMTP e-mail server may be triggered by the
OmniTouch™ 4625 CCIVR (e.g., Microsoft Exchange)
–
E-mails can be retrieved on request
Reference server
–
OmniTouch™ 4625 CCIVR releases are validated on one reference server (currently: HP
DL 380 G6). Customers and Business Partners are supported when they install CCIVR on
PCs that they consider as compatible. But Technical Support can only investigate issues
reproduced on the reference server.
Redundancy
–
OmniPCX Enterprise spatial redundancy: OmniTouch™ 4625 CCIVR can run when one
Alcatel-Lucent OmniPCX Enterprise Communication Server switches to a back up
–
A second OmniTouch™ 4625 CCIVR can be connected to the same OmniPCX Enterprise
with cold swapping
Several OmniTouch™ 4625 CCIVRs on the same OmniPCX Enterprise
–
It is possible to connect two (or more) OmniTouch™ 4625 CCIVR on the same OmniPCX
Enterprise with, for instance, load sharing managed by the OmniTouch Contact Center
router. With a single OmniPCX Enterprise in a multi-site configuration with several MGs
with PSTN, it is possible to optimize traffic with several local OmniTouch™ 4625 CCIVRs.
It is possible to set up CSTA links for Branch Survivability.
–
These configurations involve a manual ordering process with Product Management help
Flexibility through COM interface and CallDll
–
Compatible with industry standards
–
Open architecture allows future system enhancements
–
Seamless integration with third party solutions. COM (Component Object Model) is a
very powerful way to communicate
Page 165
Integrated ODBC-database server
–
Supports ODBC - the standard for database interfaces
–
ODBC drivers are available for many market databases : Oracle®, Microsoft® SQL, and
others like AS/400®, DB2®/400 dBase®, FoxPro®, Informix®, Ingress®, Microsoft®
Access, Paradox®, Gupta®, and Sybase®
OLE database access
–
Wider range of available services
–
Future-proof, state-of-the-art concept to access external databases through a COM
interface
–
New data can be accessed
–
Offers developers wider possibilities for refinement, which can result in faster access
(depending on the database)
Self service to deliver information
–
In Business context as well as for Contact Centers, self services can be created with
database accesses, fax-on-demand, text to speech, automated speech recognition, and
e-mail
Automated attendant in DTMF or ASR and TTS
–
In Business context, with the OmniPCX Enterprise directory or other LDAP directories,
OmniTouch™ 4625 CCIVR can be implemented to provide full availability, 24/7,
multilingual access to organization entry points and selected people for hospitals, large
government agencies, large companies
Outbound applications easily implemented with background application
–
Various applications, such as negotiated callback and fax broadcast, are easily
implemented with two applications: one foreground application to negotiate callback and
one background application to process outgoing calls
Customer feedback with OmniTouch™ 4625 CCIVR applications
–
This real time feedback provides several benefits: prove to your customers that you
appreciate their comments and feedback while maintaining your Contact Centers as a
customer-focused environment. Gain more reliable and accurate information directly
from callers, with immediate customer feedback. OmniTouch™ 4625 CCIVR is well
suited to implement Customer Feedback Applications with DTMF or Voice Recognition for
data entry and structured answers (voice forms) in application mailboxes. Customized
statistics can be exported or stored in shared databases as a result
Application generator
–
User specific quick and cost-effective solutions can be built with a graphical user
interface. No time-consuming or costly native programming required
–
Creating or modifying an application is easy
–
Supports advanced call routing (ACR) skill-based routing
–
Complex call characterization scenarios are easily implemented through templates
–
Intuitive user-friendly interface, especially when using the speech recognition technology
embedded within the application package
Page 166
–
Automatic synchronization with the agent skill database is implemented inside the
OmniTouch module
Additional features
–
Application developers can use the latest and best tools available on the software
market (such as Visual C++ and .Net, or Web Services), using optimized libraries and
executables with faster execution speed
–
Redundant power supply, Raid 1 or 5 are available as options.
9.4 OpenTouch Customer Suite portfolio
Overview
OpenTouch Customer Service is infrastructure independent (desktops, servers and switches) and
database independent.
OpenTouch CS Unified Desktop –
Opened architecture
OpenTouch Customer Service interoperates with TDM or VoIP switches from leading vendors.
OpenTouch Customer Service can be deployed on top of market leading servers and RDBMS using
virtualization technology or directly on top of the operating system.
Any custom development made on top of OpenTouch Customer Service is platform agnostic and
can easily be migrated, with zero to very low development costs, between voice switching, RDBMS
Page 167
and operating system, providing OpenTouch CS Software customers with true technology
independence.
The deployment of OpenTouch Customer Service is independent of geography. The suite
architecture is such that it allows the deployment to be the most suited for different organization
needs. Deployment modes include full in-house, distributed in-house (clear separation between
data center and contact center), mixed in-house/outsourced, off shoring, right shoring and cloud
deployments.
Platforms & Integration
OpenTouch CS Software partners and integrates its products with leading technology vendors in
operating systems, database systems, communication systems and components, quality
management, workforce management and speech technology.
OpenTouch Customer Service is an open platform independent solution that allows organizations to
leverage existing technology investments. OpenTouch CS Software products interoperate with
multiple hardware and software platforms, as presented below.
Communication Systems
Operating Systems And Database Systems
Communication Components
Quality Management (Recorders)
Speech Technology
Automatic Speech Recognition (ASR), Text To Speech (TTS), Natural Language (NL)
Page 168
The underlying architecture is based on a standard Ethernet LAN with TCP/IP and a client/server
design. By adhering to standards, Alcatel-Lucent components provide fast and easy integration with
a company’s data environment and third-party applications.
Positioning OTCS Prime Edition
The size of your agent team is not the major criteria to select a particular solution. Other factors to
consider are:
–
–
–
–
–
Customer experience in Contact Centers, first implementation or replacement of an existing
system after several generations
Full time or part time Contact Center manager(s)
Available IT expertise for configuration and administration
E-mail and other media support in the Contact Center environment
Evolution of the company needs, including geographical sites
The following table indicates the features available for each contact center product:
lines
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full Suite
OTCS
Prime
Edition
Yes
Yes
Yes
Yes
Yes
Call routing/Call queuing
Basic routing
Yes
Matrix Based routing
Yes
Multi-site routing
Yes
Yes
Yes
Yes
Yes
Page 169
lines
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full Suite
(via IP gateway (via IP gateway (via IP gateway)
(via IP
or virtual OTCC- or networked
gateway or
OXE)
SE based on
networked
OXE)
networked OXE)
OTCS
Prime
Edition
(via IP
gateway or
networked
OXE)
Best Practice
Yes
Yes
Yes
Yes
Yes
Skill Based routing
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes, script
Yes, graphical
script
Yes,
graphical
script
Yes, script
>6 Levels in Queue
DB Driven
Embedded IVR
External IVR
Yes graphical
script
Using Integrated
Automated
Attendant
Yes CC-IVR or
GVP
Business Rules Based
Yes (Visual IVR)
Yes OTCS-Voice Yes CC-IVR or
Portal
GVP
Yes
Carrier-Based
Programmable/Scripting
Yes OTCSVoice Portal
Yes GVP
Yes CC-IVR
or GVP
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Thick
and Thin
multimedia
Yes Thick
and Thin
multimedia
Agent Desktop
Agent Desktop (PC
Based)
Yes (Thick for
voice only )
Yes Thick and Yes Thick and
Thin multimedia
Thin
multimedia
Multimedia Contact Log
Yes
Yes
Yes
Knowledge Management
Yes
Yes
Yes
Yes
Yes
Agent scripting
Yes
Yes
Yes
Monitoring
Page 170
lines
Voice
Standard
edition for
Edition
OTCC-SE
Yes
Multimedia
“All-in-one”
Rich UI (Drag & Drop,
etc.)
Specialized admin
Desktops (Thin & Thick)
Genesys
Compact
Edition
Genesys
Full Suite
OTCS
Prime
Edition
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
(CCS Thick client)
(Rich client)
Planned for
Q4 ’14 Rich
client
Yes
Yes
Yes
Yes
Yes (CCS Thick
for voice only)
Yes CCS Thick
and Thin Web
Management
Portal
multimedia
Yes Thick
multimedia
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes Thick
Yes Thin
and Thin
Web
multimedia Management
Portal
multimedia
Reporting
Predefined/caned reports
Wizard/Customization
Excel Based
Yes
Yes
Yes
Web Access (HTML
format)
Yes
Yes
Yes
Business Level Analysis
(End-users KPIs)
Yes
Yes
Yes
Medias
Voice (Inbound)
Yes
Yes
Yes
Yes
Yes
Multimedia (E-mail)
Yes
Yes
Yes
Yes
Voice (Outbound)
Yes
Yes
Yes
Yes
Multimedia (Social
Media)
Yes
Yes
Yes
Page 171
lines
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full Suite
OTCS
Prime
Edition
Multimedia (SMS)
Yes
(Transformed
to email)
Yes
(Transforme
d to email)
Multimedia (Fax)
Yes
(Transformed
to email)
Yes
(Transforme
d to email)
Multimedia (Open Media)
Yes
(Transformed
to email)
Yes
(Transforme
d to email)
Last Contact Agent (Email and Voice)
Voice only
Yes for
multimedia
Yes
Yes
Yes
E-mail Adv. Reporting
Yes
Yes
Yes
Yes
Yes
Yes
Simple
Advanced
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
MS-SQL DB and
Oracle DB
SQL Server
Any DB
MS-SQL DB
and Oracle
DB
E-mail. Content Analysis
Fully Programmable
Media Routing
Yes (Voice only)
Architecture
PBX Embedded
Yes
CTI
Yes
Supported Databases
Licensing
Overrun
Yes
Custom integration
Yes
Yes
Out-Of-The-Box
Yes
Yes
Page 172
lines
Standard
edition for
Edition
OTCC-SE
Genesys
Compact
Edition
Genesys
Full Suite
Powerful with
Gplus
Powerful with
Gplus
OTCS
Prime
Edition
Customer Relationship
Management
Custom integration
Yes Simple
Yes via
“Custom”
connectors
Yes via “Out-of- Powerful with
the-box”
Gplus
connectors
Out-Of-The-Box
Yes via
“Custom”
connectors
Yes via
Powerful with
Gplus
“Out-of-thebox”
connectors
Quality Management
Custom integration
Yes
Yes via
“Custom”
connectors
Yes
Yes
Yes via
“Custom”
connectors
Out-Of-The-Box
Yes
Yes via “Out-ofthe-box”
connector
Yes
Yes
Yes via
“Out-of-thebox”
connectors
Instant
Messaging/Presence
Planned for Q1
‘15
Yes
Yes
Planned for
Q1 ‘15
Conferencing
Planned for Q1
‘15
Unified Communication
Planned for
Q1 ‘15
High availability
OpenTouch Customer Service can be deployed on contact centers with the most demanding high
availability requirements. OpenTouch Customer Service can be deployed in multiple redundant
servers that are centrally managed so that a single node failure is compensated by other available
nodes.
Scalability
OpenTouch Customer Service can escalate cost effectively from tens to thousands of agents.
OpenTouch Customer Service can be deployed so that preventive maintenance can be done in
minimal time leading to very high levels of overall system availability.
Page 173
10 Hospitality Communication Services
Hospitality
The hospitality offer is based on OmniPCX Enterprise hardware and specific Alcatel-Lucent
Hospitality Software.
The users of the system are divided into two different types:
–
Administrative staff:
The hotel or hospital staff require access to information such as the Guest Name and Room
Number. Other useful information such as Language Spoken and VIP status can be useful to
improve the guest service levels.
–
The guests or patients
The important features of the system are simplicity for basic functions, and agreeable ergonomics.
In the Alcatel-Lucent offer, telephones can be offered from any of the current range of telephones.
Particularly in the hotel context, the Alcatel-Lucent OmniTouch™ 8082 My IC Phone is much
appreciated for its aspect and its potential to include customized visible information. The screen
provides an excellent platform for the additional services that the hotel or hospital can provide.
The Alcatel-Lucent OmniPCX Enterprise Communication Server hospitality software is an integrated
application providing a consistent group of features designed to address the following needs:
–
–
–
–
–
–
–
–
–
–
Handling guest arrivals and departures
Handling group arrivals and departures
Management for wake-up calls
Management of guest voice messages
Dynamic suites configurations (in guest-based configuration)
Billing of calls (itemized and global) from rooms (two currencies are available)
Real-time tracking of guest telephone credit (deposit)
Verification and tracking of room status
Management of room service
Management of waiting messages
The OmniPCX Enterprise hospitality software can also work in association with a hospitality property
management system (PMS) with the Alcatel-Lucent hospitality link (AHL) to satisfy the following
needs:
–
–
–
Dialing plans adaptable to the hotel configuration, such as matching phone numbers to
room numbers
Different and separate outgoing trunk groups for the room phones and the
administration phones
Specific guest requirements:
o Check-in, Checkout
o Billing
o Wake-up Calls
o Voicemail & Message handling, etc
Page 174
Overview of available services
–
–
–
–
–
–
–
–
–
–
–
–
Room occupancy: occupied or vacant (automatically updated by guest check-in/checkout and room assignment commands
Room status: up to 10 statuses: to clean, being cleaned, cleaned, ready (or
customizable statuses). Automatic and manual updates available
Voice guides: up to four languages
Wake-up calls: pre-programmed key or prefix or set by attendant, acknowledgement
provided by voice guide, snooze feature (four additional wake-up calls)
Do not Disturb: pre-programmed key or prefix or set by attendant, acknowledgement
provided by voice guide, incoming calls routed to the attendant (except wake-up calls)
Set lock/unlock: protection against misuse, PIN requested to unlock phone
Phone booth: monitored by attendant and transferred to guest's bill
Privacy: guest names and numbers may be masked when making internal calls
Messages indicated by LED, automatic routing to mailbox if desired
Call forwarding: to mailbox or internal/external number, immediate or delayed
Greeting customization
Multi-dispatching room service
Alcatel-Lucent compatibility with other hospitality software
The Alcatel-Lucent Hospital Link (AHL) is a computer link used to access the OmniPCX Enterprise,
for hotel/hospital features only, from an external PMS computer.
The AHL link enables the front office computer to incorporate telephone features in hotel/hospital
management. The AHL link works on V.24 or TCP/IP Ethernet, CTI lines.
For each transaction, an acknowledgement is sent back by the other system.
Page 175
Messages from the Com server
–
–
–
–
–
–
Call ticket
Check-in/check-out
Room allocation
Room status modification
Voice mail and wake-up facilities
Guest telephone account
Messages from the external application
–
–
–
Check-in/check-out
Room allocation
Assignment of voice mail facilities
The Alcatel-Lucent Applications Partners Program certifies many CMS and PMS publishers. The
complete AHL protocol is only available to developers who have a partnership contract with AlcatelLucent.
My IC Phone hospitality package
The introduction of the Alcatel-Lucent OmniTouch™ 8082 My IC Phone opens new possibilities for
communications in hotel environments. All the features of the hospitality offer are available and
enhanced by the intuitive interface and high-resolution touch screen incorporated in the 8082 My IC
Phone.
The telephone screen can be customized to accentuate the company services or to show external
or internal commercial offers that could be interesting for the client. Subjects of interest could
include:
–
–
–
–
–
The hotel or hospital services
Weather information
Local tourism
Restaurant information
Shopping propositions...
Page 176
The 8082 My IC Phone set is fully compatible with Hotel management applications that can handle:
–
–
–
–
–
–
–
–
–
–
Customer checkin/checkout
Billing and accountancy tasks
Guest name and directory
In/out calls management
Suite management
Room status
Wake-up calls, Do not Disturb, call forwarding
Voice mail management
Door Cam service
In addition to the native Hospitality package, Alcatel-Lucent offers a rich set of
hospitality applications called Smart Guest Applications, providing guests with advanced
bedroom control and complete personalized hotel services for a unique experience.
The architecture is based on the following architecture to ensure the management of the
communications system.
Note: The Alcatel-Lucent OmniPCX Enterprise Communication Server requires R10 or later.
The basic client telephone displays icons to access any available services directly. In this way the
client can be directed directly to improve the guest experience.
Page 177
Figure 4.3: The basic hotel screen example
The following image is an example of a hotel visit to show the qualities of the conference room.
The administrative options include a set of embedded skins to instantly change the screen
appearance. A useful and simple method to create ambience and coordination with color schemes.
Page 178
Figure 4.5: Embedded skins for the 8082 My IC Phone
The Skin may be customized by the Business Partner for any specific hotel by using the My IC
Customizer. This tool is delivered on the Enterprise Business Portal and is presented as a WYSIWYG
to modify appearance of the phone and fit customer graphical chart. An advanced option is
available to do more customization by altering position of buttons, create new shortcuts or even
alter application behavior such as enable/disable transfer function.
Door cam solution on 8082 My IC Phone
When a visitor rings at the door a one-direction video communication can be established with the
suite. A new button (using DTMF services) appears during the communication so that the room
guest can open the door accordingly.
Multiple instances could be configured, and are supported by the phone.
This solution is only available on the 8082 My IC Phone v2 (3MG27036AA)
Page 179
My IC Phone Smart Guest Applications
Smart Guest Applications offer guests a unique experience thanks to an
unmatched set of hotel applications accessible from a single device, the 8082
My IC Phone. It allow guests to access hotel services and control their in room
environment (such as adjust lighting and temperature controls), or manage
their room status. Hospitality representatives can also promote their hotel
services, activities or nearby shops, thanks to a customizable presentation
service. With simple access to relevant information, guests can easily call to
enjoy hotel amenities.
Key features
–
–
–
–
–
–
–
–
–
Customizable screensaver: background image and guests services
Hotel services presentation (restaurants, bars, spa…) with direct call button
Proximity shops presentation with direct call button for booking
Hotel leisure or business activities presentation
Interactive clock screensaver with direct access to main services
Room automation control support for lighting, blinds, air conditioning
Privacy management (Do Not Disturb status) IT administration with configuration backup
Option: Weather forecast for hotel city, hotel favorites or any city chosen by the guest (this
feature requires a customer subscription to the weather forecast provider)
Icons, skins, background, modules and others can be customized upon request to AlcatelLucent Professional Services
Benefits
–
–
–
Convey a state-of-the-art brand image of the hotel
Provide greater convenience and comfort, with quick access to relevant services and
information
Gain new opportunities for advertising and enhance brand awareness inside the hotel
Page 180
–
–
–
Increase staff efficiency and optimize hotel operations
Create new revenue opportunities with added-value services
Strengthen guest loyalty by creating a unique and satisfying experience
Figure 4.7: Examples of skins for the My IC Phone Smart Guest Applications
Page 181
11 API Openness
11.1
Web Services
Web services are the fundamental building blocks in the move to distributed computing on the
Internet. Web Services provide the link between the world of telephony and that of the Web,
connecting Alcatel-Lucent communication services to customer business applications. These open
interfaces are designed for use on Alcatel-Lucent communication platforms.
In the current OpenTouch solutions, two sets of Web Services are available:
–
–
Most of the former 8400 ICS Web Services are still available, and apply only to
Connection (Standard) Users (connected to OmniPCX Enterprise).
The first part of a new set of Web Services, applying to both Connection and
Conversation users.
Alcatel-Lucent XML Web Services are designed to:
–
–
–
–
–
Ease integration across heterogeneous vendor environments
Implement easily interactions between OpenTouch and the customer’s ecosystem (CRM,
etc)
Reduce the time and complexity of interfacing
Simplify the creation of new services and applications
Reduce the total cost of ownership (TCO) by minimizing installation time and
administrative costs
The following XML Web Services from the former 8410 ICS suite are still available for Connection
users:
–
–
–
–
–
Telephony Web Services include an array of telephony services, such as detailed
information about current incoming call, personal phonebook management, phone set
management, unified directory access, access from anywhere and call log.
Messaging Web Services are used for vocal interaction from a third party application.
The voice media located on a voice mail server can be played on and recorded from any
device (Business phone, external PSTN phone).
One Number Web Services provide customization options to set and review the rules
that route incoming calls for an OmniPCX Enterprise user.
Teamwork Web Service include services to manage contact lists, user presence and
conferences.
IP Touch XML Services enable an application to interact with Alcatel-Lucent OmniPCX
users through their 8 Series terminals. They allow the application to build screens and
collect user actions. Applications are easily accessible on the set screen.
As a first subset from a new collection of Web Services in REST technology, the following services
are available in OpenTouch 2.0 for Connection and Conversation users:
–
–
Basic Telephony Web Services to make, take or release a call on user’s own devices
Advanced Telephony Web Services offer third party call control with a rich set of
features, as well as personal routing profiles management and directory lookup
More new sets of REST services will be introduced in future releases, and Advanced Telephony
services will be enriched.
Page 182
Key Benefits
Includes a rich set of unified
communication services
Offers a simplified mechanism to connect applications
easily, regardless of the technology or communication
device being used
Applications running anywhere, on any technology or
device will have a Web Services capability available to
them. As such, the applications of customers and
business partners will be able to participate in an
organizations business process, in real time.
Based on industry standard protocols
with universal support
Loosely coupled
Allows for cost savings
Focusing on XML protocols and REST technologyWeb
Services describe the connection, not the technology at
either end. Loose coupling is not just a technology
issue, but a key aspect of service design
Web services are based on open standards; this makes
them more affordable and easier to adopt than many
proprietary solutions. Web services take advantage of
ubiquitous protocols and the Web infrastructure that
already exists in every organization, requiring little or
no additional technology investment.
Standards
OpenTouch™ uses the latest Internet standards and technologies, including Java (J2EE),
XML/SOAP, WSDL (Web Services), REST, VxML (VoiceXML), SIP, RTP and SRTP. This makes it
future proof, by being compatible with multimedia IP communication networks for both today and
tomorrow.
Page 183
11.2
MyIC Phone openness
MyIC Phone SDK
The Alcatel Lucent OmniTouch™ 8082 My IC Phone offers customization and development
capabilities. Business Partners as well as IT administrators at customer side are to customize and to
configure the User Interface and the device applicative packages based on the company’s
environment. A set of SDK tools opens the door for third-party developers to develop innovative
applications that are customized for specific industry and business needs.
My IC Phone customizer
The customization of the My IC Phone is done by the My IC Phone Customizer which is a graphical
tool. It enables the IT administrator to customize one or multiple devices. This tool generates files
handled by the Device Management of the Alcatel-Lucent OmniVista™ 8770 Network Management
System. No developer skills are required to use the My IC Phone Customizer.
Customization examples
–
–
–
–
–
–
–
–
Change display theme of My IC Phone: background
image, skin, homepage type, screensaver, language (look
at the both pictures as examples)
Add shortcuts (preferred numbers, preferred applications,
etc.)
Pre-configure contacts or favorites (emergency numbers, etc.)
Add images, icons, music, etc.
Select items from the My IC Phone multimedia library
(sound, images, icons)
Enable/disable native application behavior (disable
transfer, disable settings, enable lock, etc.)
Manage and set remotely settings of the My IC Phone
Download third-party web applications
Page 184
Development
The My IC Phone is built on top of web technology, the developer willing to build web applications
should be familiar with web technologies (HTML, CSS, javascript) as well as web application
development (Ajax model).
Developers can build third party web applications (so called webapps) on top of the API available
with the My IC Phone. To ease this development and testing activity workflow the SDK Center is
available online. It contains a set of tools such as:
–
–
–
–
–
My IC Phone Simulator: this software simulates My IC Phone behavior
Remote Display: While connected to a My IC Phone or a My IC Phone Simulator this
software exports the display
RPM Packager: this software packages webapps, localization files, skin and help projects
for installation on the My IC Phone
Mini-DM (Minimal Device Management): it updates and configures My IC Phone.
Settings Manager: it enables user friendly application to define user/device settings for
the webapp
Examples of third party webapps:
–
–
–
–
–
–
Automation controller (example beside)
Stock quotation
Website application (Website application access
such as yellow pages, weather forecast, traffic,
etc. – example beside)
Surveys
Dynamic Speed Dial
CRM access
Administrator deploys then webapps by using the My IC Phone
Customizer (optional) and the Device Management of the AlcatelLucent OmniVista™ 8770 Network Management System.
Page 185
11.3
Ecosystem
The AAPP Factory is an online portal dedicated to the community of developers around AlcatelLucent Enterprise products and solutions. It is a component of the Alcatel-Lucent Application
Partner Program (AAPP). It aims at fostering creativity and innovation on Alcatel-Lucent enterprise
platforms, at facilitating collaboration among developers worldwide and at developing a broad
choice of content and applications for said platforms.
Please join us at http://developer-enterprise.alcatel-lucent.com/
This portal features among other things:
–
–
–
A Forum for developers and IT administrators to exchange
and ask questions.
A Resources center for downloading documents and API and for reading latest news
A Workshop for colleagues to share documents and discuss new ideas
Certified application
Developers may submit their application to the Alcatel-Lucent Application Partner Program (AAPP)
for certification.
In a wider extent, the Program’s mission is to support a broad ecosystem of developers and
partners throughout the Application Lifecycle which complements Alcatel-Lucent communication
solutions for enterprises. The Program, designed for application enablement, helps members to:
–
–
–
Develop innovative applications based on advanced APIs, knowledge of Alcatel-Lucent
technologies, and technical support from Alcatel-Lucent
Certify and deploy trusted applications, which may be maintained and upgraded over
multiple releases
Market and sell joint solutions, by increasing market presence and go-to-market
opportunities across all regions and markets
Page 186
12 Management Operations
12.1
OmniVista 8770 Management System
Overview
Telecom managers need flexible network management tools to deal with the challenge of staying
current with today’s network and telecommunication advances. The network administration
platform has evolved from simply a management tool to a powerful applications suite that monitors
employees’ activity and informs managers.
The Alcatel-Lucent OmniVista 8770 Network Management System suite is a comprehensive set of
applications designed to help telecom managers and administrators in their day-to-day tasks and
aid them in making strategic choices in their converged networks, due to reliability, assured
availability, performance information, access security, configuration management and
telecommunication cost tracking.
OmniVista 8770 provides centralized management for the Alcatel-Lucent OpenTouch™ Suite:
–
–
–
Alcatel-Lucent OmniPCX Enterprise Communication Server from release 6.0,
Alcatel-Lucent OpenTouch™ Business Edition, Multimedia Service, Enterprise and Office
Cloud and Message Center,
Alcatel-Lucent OmniPCX Office RCE from release 5.0.
This modular platform offers a suite of management applications:
–
–
–
–
–
–
–
–
–
–
–
Unified and Device Management(1)
Configuration of a system or the global network
Operations Audit(1)
Topology and Alarms management
Multi-carrier consolidated Call Accounting and Tracking
Performance
LDAP Enterprise Directory(1)
Scheduler
Maintenance
Security
External applications launching
All the applications can be ordered and run separately, except for:
–
–
–
–
(1)
Topology, which is an additional option for the Alarms Application,
Microsoft® Active Directory integration and User provisioning API which are
additional options for Unified Management(1),
SNMP proxy, which is an additional option with the Alarms Application(1),
Scheduler, External application launching and Maintenance, which are always included in
the application.
Not available for OmniPCX Office
OmniVista 8770's client/server scalable platform can handle networked or standalone OpenTouch™
Suite systems, with up to 50,000 users on one OmniVista 8770 server.
Page 187
Up to 100,000 users and 300 nodes can be managed with distributed architecture (one module
per server), PCS (Premium Customer Support, form available on the BP web site) is required.
OmniVista 8770 value propositions:
–
Manage and control convergence
OmniVista 8770 provides tracking of Voice over IP calls, for better follow-up of the VoIP
traffic and quality, and easy integration of VoIP into the customer's data network.
Its long-term trend reporting capability aids in planning of anticipated infrastructure
upgrades. OmniVista 8770 provides administrators with configuration and tracking of voice
and Voice over IP with a combined applications suite.
–
LDAP directory
OmniVista 8770 includes an LDAP Directory, based on the Oracle® Java System Directory
Server. The Directory is automatically synchronized with the OmniPCX Enterprise network
and OpenTouch™. In addition, any OmniPCX Enterprise users can place a call by simply
clicking on the displayed phone number. Administrative information can be added, due to
the import/export from other LDAP compliant directories, such as Microsoft® Active
Directory.
The Directory can be reached via any PC through the intranet via a browser, any
workstation on the LAN/WAN via the Directory client, any standard LDAP client (such as MS
Outlook®).
The Alcatel-Lucent Multimedia Attendant Console 4059, OpenTouch™ and OmniTouch
Unified Communication can access the Directory in the same way.
–
Integrated application suite
Though they can be ordered separately, OmniVista 8770 applications are tightly integrated
together for operational efficiency.
Two examples:
Modifying a user’s name in Unified Management applies immediately and
automatically to Directory and Accounting
o Right-clicking on any item in Topology leads to the configuration or to the alarms of
this item
Proactive tool
o
–
As soon as new information is generated, OmniVista 8770 sends an e-mail, an alarm or
launches an application to notify the appropriate person, for proactive management. For
example, the instant an alarm occurs, the information can be sent via e-mail to the network
manager.
In the same way, accounting and performance reports can be automatically generated in
different formats (MS Excel, .PDF, HTML, text files) and sent via e-mail to selected people.
–
A distributed administration access
OmniVista 8770 integrates an embedded security agent that configures administrator’s
access rights. Each administrator accesses the applications according to his rights, from his
workstation, through the company's LAN/WAN or through the company's intranet via a
browser. Several applications can be accessed simultaneously.
Page 188
Directory
Because a company’s success depends on its people, a corporate directory is a key success factor
for efficient internal communication. The directory needs to be flexible and able to assist every
employee with quick and relevant information on their desktop.
The directory application included in the Alcatel-Lucent OmniVista 8770 Network Management
System is designed to address a converged infrastructure and provide information on all desktops.
It works with the main enterprise directories as part of a unified directory strategy based on the
LDAP standard.
The directory is also used to organize the users for the unified management module.
The OmniVista 8770 company directory feature is available for OmniPCX Enterprise and
OpenTouch™.
The OmniVista 8770 Directory is based on the Oracle Directory Server Enterprise Edition R11, LDAP
V3 compliant, and provides:
–
–
–
–
–
Import and Export in LDIFF (LDAP Directory Interchange File Format),
Access through Alcatel-Lucent clients such as Alcatel-Lucent multimedia Attendant
Console 4059, OpenTouch™ and OmniTouch Unified Communication systems,
Access through standard LDAP V3 clients,
Synchronization with other Directories, including Microsoft Active Directory,
Access by LDAP commands.
The OmniVista 8770 directory server can be synchronized with an external LDAP server. This
process can be automatized thanks to a specific LDAP connector. This later performs a regular
automatic synchronization between two LDAP sources (fields mapping, selection of master fields
between the two sources, etc.). The OmniVista 8770 scheduler allows to make this synchronization
regular, following the specified planning.
The integration with the external LDAP directory can be extended in order to provide the possibility
to provision users from the external directory (for instance Microsoft® Active Directory). Refer to
the User Unified management chapter for more information.
There is automatic database synchronization between distributed Alcatel-Lucent Enterprise servers
and the OmniVista 8770 directory server. For example, when there is an update of a cost center or
a name in the company directory, it automatically updates the cost center and the name of the user
in the OmniPCX Enterprise and OpenTouch™ database. Alarm license allows real-time update,
otherwise Directory is updated during daily synchronization.
No need to manually update multiple directories means reduced TCO.
Page 189
Any terminal with a Web browser is now able to access the directory information via a userfriendly interface.
In addition, any OmniPCX Enterprise user can place a call by clicking on the displayed phone
number. Security management automatically checks the access rights of the user, through their
login and password. A first level access is available without any login/password.
The OmniVista 8770 directory can contain up to 200,000 entries. These entries are grouped in the
company directory organization tree. This hierarchical structure maps the company
organization chart.
These entries can be branches of the tree (with sub levels):
–
–
–
–
Companies
Countries
Departments
Cities
They can also be leaves (end-points):
–
–
–
Persons
Rooms
Groups
Each entry contains fields (for example 93 fields per person). The administrator selects among the
fields which ones to display in the user interface. Field names can be customized.
These fields can be telephone information, updated in real time by the OmniPCX Enterprise,
OpenTouch™, as well as administrative information, such as geographical location, department,
photo, and employee number.
To simplify the task of the Administrator, each person’s entry can be automatically created and
then updated, from the OmniPCX Enterprise / OpenTouch™ users information.
Several internal phone numbers (Alcatel-Lucent 8/9 series, DECT set, modem, etc.) and several
external numbers (DDI/DID number, mobile phone, fax, etc.) can be associated to the same entry.
These numbers are updated in real time in the OmniVista 8770 company directory.
The fields in the organization (e.g., Company, Country, Department) can be automatically filled in
with the information from the organization tree.
There are 3 ways to access the Directory:
–
–
–
Web directory: users can access or update the company directory through their
browsers. This interface provides the "click to call" feature.
Directory lookup: users can access the phone numbers of the directory entries when
performing a search by name from a MyIC Phone / Desktop/Mobile or OTC client.
Directory administration: administrators manage the directory (and other authorized
applications) through the OmniVista 8770 Directory Administration, via the Java-client or
a browser.
To meet the challenge of multiple users with the same name (homonymy), the directory entry is
created with an identifier made up of three fields:
–
–
–
Name
First name
Free construction rule, may be left blank or contain additional information:
Page 190
o
o
o
Extension number (internal OmniPCX number)
OmniPCX number
Cost Center
If a homonymy issue is found, the system launches an OmniVista 8770 alarm. If a user has several
phones (DECT, FAX ), the administrator can manually associate these phones to the same directory
entry.
Unified User Management
The OmniVista 8770 NMS Unified User Management module allows administrators to provision
OmniPCX Enterprise, OmniTouch 8400 Instant Communication Server, OmniTouch 8440 Messaging
from 6.7.1 and OpenTouch™ users through one unified interface with a reduced set of parameters.
It allows as well devices association and services activation for OmniPCX Enterprise and OpenTouch
users. Company directory, OmniPCX Enterprise, OmniTouch 8400 Instant Communication Server,
OmniTouch 8440 Messaging from 6.7.1 and OpenTouch™ are automatically updated with the user
data configured in the Users application.
The application provides functionalities like:
–
–
–
–
–
Select profiles to apply to sets of users,
Define Meta profiles for user creation,
Associate devices to users,
Create and associate in one step new devices to users,
Mass provisioning through txt/csv import and export.
Device Management
The Device management application is the interface for the configuration and deployment of the
SIP and mobile devices handled by OmniPCX Enterprise and OpenTouch™ nodes. Addressed
Page 191
devices can be SIP physical phone sets, OpenTouch™ Conversation or Connection applications on
PC, tablet, smart phones, video devices. It provides devices with all configuration parameters and
firmware for their commissioning. Up to 5 different types of devices can be associated per
OpenTouch™ user, one device for OmniPCX Enterprise users.
With the Devices application, it is possible to:
–
–
–
–
–
–
–
Configure devices (creation, update and deletion),
Associate one or several devices to an OpenTouch™ or OmniPCX Enterprise user,
Display information on devices,
Configure devices,
Deploy software versions to SIP devices,
Mass provision devices through import/export to or from a file (CSV format),
Check firmware and application information.
User Provisioning API
The OmniVista 8770 User provisioning API (Application Programing Interface) enables third party
applications to provision OmniPCX Enterprise and OpenTouch™ from 2.0 users and devices. It can
be used for example by end-users to create easily OmniPCX Enterprise and OpenTouch™ users
from a management portal through commercial profiles. It is an option of OmniVista 8770 User
Management. Available operations are Create, Read, Update and Delete users and associate
8002/8012 Desk phones, 8082 My IC Phone and OTCv PC devices to OpenTouch™ users. It is
based on Web Services (https). It is orderable as an option of OmniVista 8770 from 2.0 in
OpenTouch™ Suite for MLE ACTIS from 19.1. User provisioning API is available for OmniPCX
Enterprise from 6.0 users (with no SIP device) and OpenTouch™ from 2.0.
The benefits of this management API for the developers are an unified interface for both all the
versions of OmniPCX Enterprise from 6.0 and OpenTouch™ from 2.0, the simplicity of users
Page 192
creation through profiles, the stability of the Web services across past and future systems versions
(because based on the OmniVista 8770 server Unified management).
Configuration application
The configuration module provides centralized management of the OmniPCX Enterprise and
OpenTouch™. It has been designed to be flexible, user-friendly, and easily integrated into a legacy
environment. The OmniVista 8770 configuration provides local or remote management of a single
Alcatel-Lucent OmniPCX and OpenTouch™ or network (i.e., multiple nodes of the OmniPCX
Enterprise and OpenTouch™).
The network manager can quickly and easily edit, create or delete any network object in the
managed network.
A configuration tree and a configuration table allow to quick view, navigate, and select one or
several instances. A search function helps the network manager locate any object or field. In
addition to the OmniPCX and OpenTouch™search, the OmniVista 8770 enhances the search
capability because it offers searches for an attribute name or value within the grid result.
In the configuration tree, there are nodes (OmniPCX Enterprise, OmniPCX Office, ICS,
OpenTouch™), sub-networks (groups of nodes), and networks (groups of sub-networks).
While using the configuration application, the network manager can access and modify the data in
the alarms and directory applications by clicking on the corresponding tab.
Audit application
This application provides centralization and follow-up of the recorded operations performed in the
OmniPCX Enterprise network. The operations are recorded whatever the way to perform them:
through OmniVista 8770 Configuration, through Telnet/Manager, eConfig, etc. This is an option of
the Configuration module.
The OmniPCX database contains information about:
–
–
–
–
Communication Server CPU, version, site and contact information
Media Gateway type and localization
Board localization within the Media gateway and Serial Number
Telephone devices by site for UA/analog lines or IP address and serial number
Note: the serial number has to be filled manually if the device is not an IP Touch
The OmniVista 8770 synchronizes all the information items, stores them inside its LDAP database,
and displays them in the Configuration application. The data can then be used by the other
OmniVista 8770 application. The data can also be consulted by an LDAP client or in the
configuration application without having to connect to the Alcatel-Lucent OmniPCX. The field labels
can be customized if required by the administrator.
The Alcatel-Lucent OmniPCX inventory stored in the LDAP database has six additional data fields.
The administrator can change the names of these additional fields according to company needs.
The additional data fields are: • Misc1 • Misc2 • Misc3 • Misc4 • Misc5 • Site Address.
The Audit application is embedded in the Configuration module. It enhances OmniPCX Enterprise
security:
–
In case of security threat, specific analysis provides information on the operations
performed during a time range
Page 193
–
–
–
–
–
–
For Service Level Agreement, e-mail distribution of monthly reports provides the list
of the operations made for this customer or department by the administrators in charge
The Audit application is a supervision tool used to record and manage:
MAO object configurations (also named Operations) performed on an OmniPCX
Enterprise and OpenTouch™. OmniVista 8770 provides centralization and follow-up of
the recorded operations performed in the OmniPCX Enterprise network. The
configuration operations are recorded whatever tool is used to perform them:
o OmniVista 8770
o Telnet/Manager
o eConfig, etc.
System operations performed on an OmniPCX Enterprise. It provides the history of the
Telnet sessions opened and the detail of the commands entered
Login/log out operations on OmniVista 8770 clients
Accesses to the OmniVista 8770 client applications, such as Accounting and Reports
Audit Grid and Tree Structure
Summary of all the operations and detail of an operation are displayed in the audit grid. Filters per
node, on a time range, on an object, on the user id (if security access activated on OmniPCX
Enterprise), on an action, etc. are available for display and edition.
The OmniPCX Enterprise nodes are displayed in a tree by sub-networks and networks; right-click
launches directly the node configuration.
Statistics on Audit Information
The statistics on Operations audit provide a follow-up of the configuration actions performed in the
OmniPCX Enterprises. These statistics are available with the Audit option (no accounting or
performance licenses are needed). Filters can be applied on a sub-network, a node, an object, a
user id, on the action performed, and other criteria.
–
Operations audit
There are three predefined reports delivered with the OmniVista 8770 available in the
Reporter, in the Audit folder:
o
o
Total reports: Operations hourly and daily synthesis, provides counters by
operation types (Create, Delete, Update, Action)
Detailed report: each operation is detailed (date/hour, action performed, object
name, server name, user name, etc.)
In addition, administrators can create their own audit reports by modifying existing ones or
creating them from scratch.
Example of operation hourly synthesis:
Page 194
Information about logs
The OmniPCX Enterprise generates its log file automatically (without any management required).
However, log retrieval from the OmniVista 8770 requires activating the audit process globally and
for each OmniPCX. The audit graphical application and the audit report provide predefined filters to
access specific logs. In addition, the console access to the Alcatel-Lucent OmniPCX provides
advanced maintenance commands for debugging purposes such as traces of a process or traces
specific to one component.
Using the OmniVista 8770 Audit application, the administrator can check any change that was made
on the OmniPCX Enterprise configuration. The grid view presents a summary of all the
modifications:
–
–
–
–
–
–
Server or tool used to perform the change; the server could be:
o An OmniVista 8770 server
o An application such as Instant Communication Server
o The manager application embedded in OmniPCX Enterprise
Login of the user who performs the changes
Date of the modification
Action: add, update, delete
Type of object modified: subscriber, programmable key
Another Alcatel-Lucent OmniPCX broadcasting its internal changes
From the grid, the administrator can display the detail view with the new applied values.
Syslog files
With the security-by-default mechanism, the SYSLOG file is enabled on the Communication Server
and registers all network events as part of the process for preventing security issues. A record of
every event that involves the kernel, the network interface, the login, and other components seen
by the Linux system is distributed. These records are categorized by origin and severity and stored
in files (directory: /var/log (ex: messages, secure, auth.log, etc.).
Page 195
The SYSLOG file keeps records or logs that concern:
–
–
–
–
Connections (who connected, and at what time)
The Kernel and registration of the daemons used on devices
Unauthorized attempts to enter the system
History of system commands used
Log files are dynamic and can vary widely in resource utilization. To avoid congestion on the disk
caused by these files, an automatic mechanism rotates the log files. They are compressed and
renamed by this mechanism.
The rotational schedule is weekly and/or when the file exceeds 500 Kb (before compression). In
concept, SYSLOG is a straightforward tool used to send small textual messages (usually less than
1024 bytes) to a logging server via UDP and/or TCP. In the most common configurations, SYSLOG
messages are sent across a network in an unencrypted clear text form, but options do exist to use
SSL/TLS services to transport SYSLOG messages in encrypted form.
Launching external applications
External applications (exe file or browser) can be launched in a separate window from the client.
Access to these applications is controlled by the OmniVista 8770 security agent.
Maintenance
The Maintenance application provides:
–
–
–
Immediate or scheduled backup for one or for a set of OmniPCX and OpenTouch™.
Immediate or scheduled software update for one or for a set of OmniPCX.
Tools for the OmniVista 8770 server: Immediate or scheduled database backup,
defragmentation, reboot are provided in the 8770 maintenance.
A minimum bandwidth between the OmniVista 8770 server and the remote systems is necessary for
network maintenance operations.
Alarms application
The Alarms application centralizes the alarms and events coming from OmniPCX and OpenTouch™,
as well as the internal faults detected on the OmniVista 8770 server, and the Performance
threshold crossing, when this module is activated.
–
–
The alarms may result from a call, an environment, an equipment problem, or a
processing failure. If the Performance option is activated, problems in the OmniPCX
Enterprise and OpenTouch™ quality of service are also consolidated.
The events can be the creation, the deletion, modification of an object such as a user or
an extension, a change in the value of an attribute, or a security breach. The events are
available for OmniPCX. Relevant events are handled by the OmniVista 8770 server to
update its inventory and its internal application, but all OmniPCX Enterprise
configuration changes are handled by the audit application (Cf Audit Chapter).
These alarms and events are displayed in real time according to filters and are processed by the
alarms application according to the needs of the telecom manager. The alarms are displayed
following the ISO model, using specific colors related to the severity level.
Page 196
By default 1,000 alarms and events are displayed, and the 5,000 most recent alarms and events
are stored in the OmniVista 8770 database. Filters and details allow the network manager to look
for specific items in the list.
The administrators can manage the alarms: delete an alarm, clear it or acknowledge it.
Alarms and events lists and details can be printed, in order for the network manager to archive
historical data.
Statistics on alarms are also available in the report application.
When an alarm occurs, a sound can be played, an automated e-mail can be sent, or a script can be
processed, thus providing pro-active management.
By right clicking on the alarm or the event, the user directly launches the configuration of the
corresponding object.
The alarms and events automatic deletion can be set-up (by default: 45 days and 10,000 alarms
and/or events).
The combination of the OmniVista 8770 topology and the alarm application empowers
the network manager to reduce troubleshooting time and be more proactive.
Topology
The Topology maps display a logical view of the networks, sub-networks, nodes (OmniPCX
Enterprise, Office and OpenTouch™) and the OmniVista 8770 application as well as the logical links
between OmniPCX Enterprise.
They are updated in real time with the alarms, using severity colors. Only correlated alarms (alarms
having a beginning and an end) are used to update the topology.
Performance alarms are consolidated if the Performance module is activated.
The topology application is an option in alarms.
Enhanced mechanisms have been implemented such as auto-discovery of the ABC links between
OmniPCX Enterprise, and automatic display of the sub-networks and nodes existing in the
configuration.
If a problem occurs, the manager clicks on the object and accesses the faulty item. It provides
everything from an overall view to a close-up display of the faulty element. Thus, the network
manager has a global view of the network updated in real time and can drill down on a node, a
component, etc.
If a parameter needs to be changed, the telecom manager right-clicks on the object to launch the
configuration of this object, or to go to the corresponding alarms. Telnet can also be started for
direct access to OmniPCX Enterprise and OpenTouch™ embedded maintenance tools.
The topology maps can be customized to display geographical aspects or a domain. The network
manager can customize the background maps, and create his own topology views by selecting the
networks, sub-networks, nodes, among the existing one or by creating new objects.
From OmniVista 8770 2.0, a filter has been added in the Topology to display only selected alarms.
For OpenTouch™ from 2.0, alarms are displayed by Service, to inform the administrator in real-time
about the status of the different features of the OpenTouch™: Communication, Conferencing,
Messaging, etc. Some Services like Communication have sub levels (Routing and Telephony for
Communication), to know more precisely which features are impacted.
Page 197
From OpenTouch™ Message Center (OTMC) 2.0, OpenTouch™ Multimedia Service (OTMS) and
Business Edition (OTBE) 2.0.1, the High Availability (HA) is also automatically displayed in the
standard Topology view. Below the OpenTouch™ instance level, the two redundant servers are
displayed with their respective alarms. The static default role is displayed, primary or backup. It is
possible to do a manual switchover from one server to the other by right-clicking on the icon of one
the two servers to launch a connection with the system.
Accounting
Decreasing telecommunication costs and providing better service to customers are constant
concerns of any company. This is just as true for telephone usage as for any other expense;
telephone costs must be controlled and efficiency measured. OmniVista 8770 offers all companies
operating on one or several sites, a way to analyze their telecommunication costs as well as the
quality of their telephone service.
OmniVista 8770 automatically retrieves charging information from all of a company’s sites equipped
with OmniPCX Enterprise, OmniPCX Office and OpenTouch™, whether networked or not. Telephone
costs can be consolidated by means of comprehensive reports.
OmniVista 8770 is equipped with a relational database in which information can be searched,
sorted, analyzed, presented and exported according to selected criteria. This database contains the
organizational map, the report definitions, the CDRs (Call Detail Records), the performance
counters, the carriers’ code book and the alarms and events. The database can be saved and
restored.
Costs can be controlled in a multi-operator environment. Simulation features let you make the best
choice.
Detailed and summary reports as well as hit lists are available. Most typical reports are predefined
and pre-installed to ease the task of the accountant manager. They can be automatically and
periodically generated, exported and sent by e-mail. Many different formats are available, such as
Excel, PDF, txt and HTML.
This powerful and secure tool communicates with OmniPCXs and OpenTouch™ using standard
protocols, enabling large amounts of information to be processed quickly: maximum number of
Page 198
CDRs handled per day is 500,000. The maximum number of CDRs stored in the database is 30
million. Any number of CDRs beyond this amount must be archived.
The use of passwords and partial concealment of dialed numbers ensures confidentiality.
Call monitoring provides supervision of Telecom expenses and can automatically send an e-mail
when those expenses exceed a threshold.
The main parts of the OmniVista 8770 accounting administration are:
–
–
–
–
Organization map: the organization map is a tree displaying the financial organization
of the company. Costs are dispatched and reports are generated along the cost centers
and the organizational levels of the tree. Historical information remains, so that the
Administrator can see the changes that occurred within the organization of the
company. The accounting tree represents the past and present accounting organization
of the company.
Accounting management allows the administrators to manage the carriers’ fees, to
apply specific costs, to ensure confidentiality. Advanced features such as operators'
comparison and simulation provide reports on what would have been the telephone
costs with another carrier, on selected directions. In OmniVista 8770, different carriers’
fees can be set up by trunk groups.
Monitoring (tracking): The option Tracking/Monitoring provides a graphical view
called “Tracking status” and a notification by e-mail or alarms in case of threshold
crossing. In addition, the accounting application provides predefined or customized
reports on Monitoring, or threshold crossing, using cumulative counters.
Reporter tool: The main function of the accounting application is to produce reports
on telecommunication costs, according to the parameters provided in accounting
management and to the information provided by the OmniPCX in the CDRs generated
after each call. Using the Reporter, the user can generate predefined or customized
accounting reports. The Reporter is also used to manage reports on Performance and
Alarms.
Traffic analysis
As your organization grows, your communication system needs to be permanently monitored:
–
–
–
Is your on-site infrastructure (DECT/PWT) well designed?
Does your installation have enough bandwidth to handle the overall traffic to carrier
networks?
Do your attendants answer calls fast enough?
Managers expect their Network Management System allow them to optimize the capacity, ensure
the quality of the network, support a wireless DECT/PWT infrastructure and save
telecommunications costs.
Here are some examples of information provided by Traffic analysis:
–
–
–
–
–
–
Measurement of response time
Statistics on the line-occupancy ratio for incoming calls
Reports on attendant and user traffic
Occupancy rates of the different internal and external links
Average time spent waiting for an attendant
Base station traffic analysis for capacity control of cells
Page 199
This information is provided through predefined or customized reports. OmniVista 8770 allows
network managers to schedule reports and then receive them by automated e-mail, as well as
access them from anywhere on the intranet. This application is only available for OmniPCX
Enterprise.
Reporter tool
The Reporter application includes powerful tools to create, modify and delete reports and report
definitions.
The Reporter is used for the Accounting, Traffic analysis, Audit and Alarms applications, and VoIP
Performance for OmniPCX Office.
Predefined report definitions (e.g. Accounting: detailed report per extension) are delivered within
the OmniVista 8770.
Customized report definitions can be made from predefined ones (e.g., Detailed report per
extension for the Commercial Department on calls > $100) or newly created.
Reports can be generated using report definitions, and then exported to different formats: Excel,
PDF, txt, HTML, or sent by e-mail.
The report generation, export and notification by e-mail can be scheduled automatically by
OmniVista 8770.
Dynamic filters can be defined in a report definition to limit the scope when generating reports (for
a specific period, for a specific node in the network, etc.).
Performance
To achieve a level of visibility that VoIP deployments require it is necessary to monitor both audio
and signaling quality performance indicators that impact call quality before, during, and after a
VoIP deployment. Analysis technology must be able to capture VoIP PBX generated performance
statistics. It must collect, measure, analyze and correlate results from IP-PBX VoIP call detail
records.
OmniVista 8770 Performance monitoring application can measure VoIP performance indicators
within a network carrying VoIP traffic to baseline performance, obtain real-time troubleshooting
diagnostics and alarm on problems. OmniVista 8770 Performance monitoring application provides
the critical information necessary to plan for a VoIP deployment, to pre-empt post deployment
problems and to optimize resources to maximize return on the Voice over IP network investments
(ROI). The tool provides visibility into geographically dispersed, multi-technology converged
OmniPCX Enterprise and OpenTouch™ networks. It enables IT and VoIP managers to monitor,
analyze, manage and predict OmniPCX Enterprise and OpenTouch™ performance from a single
centralized location.
The OmniPCX Enterprise and OpenTouch™ consist of variety of components each of which
produces data related to performance monitoring:
–
–
–
A Linux based processor
VoIP equipments, which are also referred to as couplers (INT-IP for 4400 racks, GA/GD
for MG, IP voice mails 4645)
IP-Phones which may be either software running on a PC as IP desktop softphone, or a
VoIP capable telephone set as 8 Series (some previous generation sets are also
supported as 4035 IP, 4020 IP, 4010 IP and IP Softphones 4980)
Page 200
This section will provide the following information:
–
–
–
Data collection and alarming for data available from the OmniPCX Enterprise and
OpenTouch™ systems, including:
o SNMP data collection of systems performance from the UC-Davis MIB.
o Bulk data collection of VoIP statistics tickets to provide per-call performance data.
Performance features that support analysis of VoIP performance for the OmniPCX
Enterprise and OpenTouch™ data, including:
o Network Thresholding and Alarming capabilities associated with VoIP monitoring
o Network VoIP Quality Indices and Heat charts
o MOS score parameter tuning
o MOS score calculations
Reporting on performance, including:
o Predefined reports that include data from the OmniPCX Enterprise and OpenTouch™
based collectors.
o ART reports based on OmniPCX Enterprise and OpenTouch™ VoIP statistic ticket
data
Accounting and VoIP Ticket collector
OmniVista 8770 provides an interface “Ticket collector” to export the OmniPCX and OpenTouch
Accounting CDRs for an external application (billing application, etc.). The Ticket Collector SDK and
documentation are available for the registered partners on the Alcatel-Lucent Application Partner
Program. Ticket Collector license is orderable through OmniVista 8770 application in ACTIS.
The Ticket Collector allows the export to various files, stored in a local or external directory in the
PBXs’ format.
The VoIP CDR Ticket Collector feature is the same as the Ticket Collector, except that instead/in
addition to Accounting CDRs, VoIP CDRs are collected. The license "Ticket Collector" is the same.
VoIP Statistics records contain various data items (codec used, jitter impact, packet loss, delay...)
designed to identify the causes of potential problems with IP devices connected to a OmniPCX and
OpenTouch™ that could result in a bad Quality of Service (QoS). The data collected can be
exported to third party applications to provide Statistics records for analysis.
Integration into standard management platforms
Standard management platforms provide solutions to manage multi-vendor heterogeneous IP
networks.
The integration of OpenTouch™ Suite with leading standard Network Management Platforms
provides a solution to manage a Voice and Data converged Enterprise Network.
Page 201
12.2
OmniVista 8770 MCS Edition
Managed Communication Services
Driven by low cost and high bandwidth connectivity, new markets have opened up for out-tasking
and outsourcing of a range of Information and Communication Technology (ICT) services. More
and more focused on their core business activities, multi-national companies are looking for:
–
–
–
–
–
Investment in strategic assets only
Single Point of Contact (SPOC) responsible for their solution worldwide
Decrease contract management complexity
Predictable costs, flexibility in operations
Committed SLAs (Service Level Agreements)
To better fit to customer needs Alcatel-Lucent is now providing a new approach based on a user
needs served by a service. In fact in some cases the customer doesn’t want to buy the equipment
with some features on it but a level of service that will respond to customer needs, and that can
evolve.
Virtualized OmniVista 8770 MCS Edition is also offered in the Cloud for Unified Communication as a
Service (UCaaS) management.
OmniVista 8770 MCS Edition key benefits
A key component of MCS is the OmniVista 8770 2.0 MCS Edition offer, which provides the Service
Providers (Alcatel-Lucent Business Partners, Carriers, etc.) with two key benefits:
–
–
Increase recurring services revenue with an enlarged portfolio of remote services which
are highly automated – such as alarm monitoring & resolution, backups, upgrades, user
MAC (moves, adds, changes), performance & accounting reports, asset management,
etc.
Reduced cost of operations by centralizing management and visibility of the customers’
equipment with the Network Operating Centre, so that tasks are performed remotely
instead of sending technicians on-site.
When a customer buys such services from the Service Provider, it means that they are out-tasking
or outsourcing more of their management and operations. Thus, they have less staff in-house, and
rely more on the service provider expertise and services. By building on this relationship, the
service provider can increase customer loyalty, avoid commoditization and margin erosion.
All of Alcatel-Lucent products can be sold to customers in managed or hosted mode. The first step
is to implement a Network Operating Centre with the OmniVista 8770 2.0 MCS Edition, installed on
a physical server or virtualized, so that the service provider can remotely manage and operate the
customers’ equipment.
Page 202
13 Topology – Network Services
13.1
Topology overview - deployment design
The Alcatel-Lucent OmniPCX Enterprise Communication Server is part of the next generation of
enterprise IP-PBX communication systems. It is designed around native IP technologies and allows
the customer to deploy mixed or legacy solutions to support a converged data-voice network.
The Alcatel-Lucent OmniPCX Enterprise Communication Server architecture provides a single logical
communication system whose benefits are:
–
–
–
–
–
Scalability and ability to increase system performance and increase the number of
supported users: flexible solutions for businesses of all sizes
Resiliency and reliability, producing a highly stable service level consistent with its use
Easy access from anywhere: communication solutions fit to all types of user profiles
Technologically transparent: smooth migration of existing network
Easily upgradeable and future-proof: protect and leverage existing investments
This flexible architecture allows the Alcatel-Lucent OmniPCX Enterprise Communication Server to be
installed and operated in a totally distributed design configuration on a single site (campus) or
across multiple sites.
The Alcatel-Lucent OmniPCX Enterprise Communication Server is designed to meet the needs of all
types of architectures and configurations. The choice of a telecommunication solution is mainly
based on topology and architecture. Alcatel-Lucent OmniPCX Enterprise Communication Server
solutions can address the following deployment models, offering state-of-the-art telephony
services:
–
A single-system for a local environment. The simplest package is based on a single
Appliance configuration containing embedded applications.
Depending on the licenses, users can access the Messaging, Conferencing, Collaboration,
Security services.
–
–
A centralized call handling system with distributed hardware solution for a campus
environment or multi-site environments (e.g. branch offices). A centralized call handling
implies a central Alcatel-Lucent OmniPCX Enterprise Communication Server controlling
one or more remote Media Gateways located locally or in remote sites
A distributed call handling system with distributed hardware solution for multi-site
environments. A distributed call handling implies several Alcatel-Lucent OmniPCX
Enterprise Communication Server,. Alcatel-Lucent OmniPCX Enterprise Communication
Server can be networked to cover multiple buildings, sites, or campuses, at various
geographic locations. In these types of configurations, each Alcatel-Lucent OmniPCX
Enterprise Communication Server is considered as a network node
Alcatel-Lucent OmniPCX Enterprise Communication Server solutions are not limited by the network
infrastructure and can operate on IP (H.323 and SIP included), TDM.
These different types of infrastructure can co-exist in the enterprise.
The OmniPCX Enterprise allows a network consisting of several sites to be built with a high level of
service integration and transparency. It also allows interconnection with legacy PCXs or with next
generation IP-PBXs using digital TDM or IP technology.
Page 203
13.2
Distributed architecture with networking call
control
Corporate ABC networking: infrastructure
The Alcatel-Lucent OmniPCX Enterprise Communication Server can support up to 100,000 users
(TDM, DECT, IP) using various geographic design topologies (legacy or IP). In case of a legacy
topology (TDM), the networked configuration can support up to 32 fully/partially meshed Com
Servers and 68 satellite Com Servers for a total network configuration of 100 systems with full
transparent features.
The networked solution uses the powerful Alcatel-Lucent Business Communications (ABC) protocol,
which is based on and compatible with ETSI QSIG.
The Alcatel-Lucent OmniPCX Enterprise Communication Server can be networked in various
topologies: line, star, full meshed, or a combination of these.
In general, interconnections are made through:
–
–
–
TDM leased lines
ABC-VPN over ISDN/PSTN
IP
Page 204
Homogeneous networks may consist of Alcatel-Lucent OmniPCX Enterprise Communication Server
R10.0 nodes only, or may include nodes of Alcatel-Lucent OmniPCX Enterprise Communication
Servers R10.0, R9.0, R8.0, R8.0.1 and R7.1.
If in the customer network, some nodes run in releases under 9.0, a smooth transition is still
possible by interconnecting nodes in different versions during a controlled migration period. During
this specific period, it would be allowed to have in a same homogeneous network, for instance, a
node in the release 8.0.1 and another one in R10.0.
This will allow customers to migrate on a node-by-node basis without compromising existing
services or features.
Restrictions on features
When a new ABC-F2 service is introduced in a software release, this service can only be handled on
a system with the same software release level (“end-to-end service”). However, due to the
“message transparency” service included in the ABC-F2 protocol, nodes running a lower level of
software release can route new messages.
Implementing “disallowed” configurations can lead to poor VoIP quality because of voice
compression/decompression cycles. Guidelines are available to build a VoIP solution that ensures
the best possible voice quality and interactivity to voice communication over an IP network.
Private network configurations and scalability
Supranetwork (More than 100 Nodes)
Several homogeneous Alcatel-Lucent OmniPCX Enterprise Communication Server networks can be
linked together in an extended configuration called a “supranetwork.” In a supra-network,
homogeneous networks (made of 1 to 100 nodes) are linked together through a TDM ABC-F Trunk
Group or an IP ABC-F Trunk Group.
An ABC-F Trunk Group will be used instead of an ABC link to:
–
–
Answer scalability requests (above 100 nodes or above 100 000 terminals in a subnetwork; up to 250 sub-networks)
Cope with customer requirements in terms of organization or/and numbering plan:
Each sub-network can be fully managed independently
The numbering plan can be homogeneous or heterogeneous
If the ABC-F (Features), ABC-M (Management) and Virtual Services are carried by an ABC link, only
ABC-F is carried by an ABC-F Trunk-Group. So, in a supra network, homogeneous networks are
managed independently and the applications (e.g., Voice Mail) are centralized at the level of each
homogeneous network.
In a supra-network, each homogeneous network retains its own external connections and
attendants. Therefore, one of the advantages of this configuration is that a large company with an
international scope can have an enterprise-wide network while maintaining local connectivity to the
PSTN.
Page 205
Private ABC networks using TDM leased lines
Systems can be interconnected using:
–
–
G.703/G.704 T1/E1 leased lines. ABC signaling is transported using TS16. Voice is
transported in remaining digital frames
Systems can be interconnected using several T1/E1 interfaces or a part of a single T1/E1
(fractional T1/E1). It is also possible to provide ABC-VPN over leased lines. If the leased
line is saturated, additional calls are routed over the public network (providing that the
user has the correct class of service)
Note: ABC networking over analog leased lines is also supported. In this case, the Crystal media
gateway is used to provide the tie line interfaces required (ACEM, EMTL boards).
ABC virtual private networks (VPNs) on ISDN/PSTN networks
ABC VPN and leased lines
Cost restrictions related to private network designs often lead to bandwidth limitations. However, to
provide maximum availability, private links have to be sized to support peaks in network traffic.
This results in some bandwidth being unused for long periods of time, and it increases monthly
Page 206
lease expenses. The best way to optimize bandwidth is to reduce the number of leased lines based
on average traffic requirements and overflow traffic during peak traffic periods to an alternative
network, as illustrated below:
Service characteristics
The Alcatel-Lucent VPN configuration offers full ABC services regardless of the network used for
voice transport. Telephone signaling always uses a reserved channel in the digital leased line (D
channel).
The application uses virtual DID to overflow calls when the leased line is saturated. A limited set of
DID numbers are reserved for this service (according to the traffic), so as to integrate users with or
without DID numbers into the network while saving DID subscription costs.
The network manager can manage the overflow precisely. The service can be assigned user-byuser, and the cost then remains under control with a good quality of service.
When the leased lines are saturated, a voice guide suggests an automatic callback request to a
user who is not entitled to an overflow operation.
In addition, a flag is associated with each overflowed call in the Alcatel-Lucent OmniPCX Enterprise
Communication Server metering (accounting) application. This gives the network manager precise
data to analyze, whether the service remains consistent over a period of time.
ABC VPN without leased line for voice
For some configurations with low traffic levels, a dedicated digital T1/E1 line is not cost effective.
Today, many enterprises have switched from owned leased line networks to managed-switched
voice networks (voice VPN).
For such topologies, the Alcatel-Lucent OmniPCX Enterprise Communication Server interconnects
systems with full ABC services using the PSTN to support ISDN services, or a private QSIG network
to transport voice and a permanent line to transport signaling, as shown below.
IP network:
Page 207
Service characteristics
The Alcatel-Lucent VPN configuration offers full ABC services. The service uses virtual DID. A
limited set of DID numbers is reserved (according to the traffic requirements) so the application can
integrate users with or without DID numbers into the network while saving DID trunk expenses.
VoIP networking in ABC networks
The Alcatel-Lucent OmniPCX Enterprise Communication Server provides full feature transparency
via leased lines and ISDN/PSTN networks. It provides the same transparent features when different
Alcatel-Lucent OmniPCX Enterprise Communication Server systems in a private network are
interconnected through an IP network.
Page 208
The H.323 gateways and ABC building blocks provide:
–
–
–
–
Standard VoIP (H.323): G.711, G.723.1 and G.729A voice codecs and fax
A high level of feature transparency (ABC protocol)
Direct RTP between IP phones and distributed media gateways on different nodes to
minimize delay (no transit in the network)
Ability for calls to overflow transparently to the ISDN/PSTN network when the IP WAN is
out of service or if IP trunks are saturated (See Call Admission Control chapter)
Call admission control on H.323 VoIP networks using internal mechanisms
CAC (call admission control) is used to prevent a new call from being routed over the IP network if
there is not enough available bandwidth. The call is rejected or is rerouted through the PSTN with
complete feature transparency.
Due to the characteristics of IP, it is not possible to dynamically adapt to the available bandwidth
on the network. However, the Alcatel-Lucent OmniPCX Enterprise Communication Server performs
CAC statically in two ways in an ABC network:
–
–
–
Globally limiting the number of H.323/ABC calls on a node (e.g., A maximum of ten
incoming/outgoing calls. The 11th call will be rejected)
This solution is well adapted to IP networks with a star topology (a single WAN link per
node)
Limiting calls per direction when the site has several WAN links to other sites. For
example, 10 calls in direction one, five calls in direction two, etc.
This solution is well adapted to IP networks with a meshed topology.
Call admission control for SIP
Page 209
CAC is used to manage the traffic for SIP phones in the same way as IP Touch phones or IP Media
Gateways as the SIP endpoints are registered in the Alcatel-Lucent OmniPCX Enterprise
Communication Server SIP Proxy.
A SIP phone making or receiving an intra domain call will use the intra domain codec for the
domain, probably G711.
If the maximum number of domain calls is reached, the SIP phone will be forced to use the predefined extra domain codec.
The CAC-SIP configuration (y/n) limits the number of SIP calls by domain to maintain the voice
quality.
Note: Video is not possible if CAC-SIP is enabled.
Private ABC sub-networks using ABC trunk groups on IP
The ABC trunk groups on IP provide an alternative to the TDM leased lines to connect ABC subnetworks within a network consisting of ABC sub-networks (i.e. ABC supranetwork).
The ABC trunk groups on IP enable a fully-fledged IP solution for communications within an ABC
supranetwork. Within ABC sub-networks, the inter-node IP links are provided by ABC logical links
on IP.
Via these IP links, the ABC supranetwork forms a global IP network where IP communications are
ensured from their beginning to their end within the ABC supranetwork.
Page 210
Within an ABC supranetwork, up to 250 ABC sub-networks can be connected via ABC trunk groups
on IP.
–
–
–
When there are too many Com Servers in an ABC sub-network (OmniPCX Enterprise
product limit)
For customer deployment and organization (per area)
For numbering plan issues (within an ABC sub-network, the numbering plan must be
homogeneous)
Services provided by the ABC trunk groups on IP are:
–
–
–
–
–
–
–
Same level of services as TDM leased lines
Direct RTP between IP devices located on different ABC sub-networks
Call Admission Control (CAC) over IP
IP Touch Security service (encryption)
T.38 fax communications over IP
Possibility to configure heterogeneous numbering plan in the ABC supranetwork
Compatibility with current network services of the Alcatel-Lucent OmniPCX Enterprise
Communication Server (e.g. Automatic Route Selection)
An ABC-F Trunk Group on IP can only be configured between two nodes (of different ABC subnetworks) in R9.0 or higher. An ABC sub-network can contain nodes in releases lower than R9.0
(this depends on the Alcatel-Lucent compatibility between releases).
Use of ABC trunk groups on IP implies the following restrictions:
–
–
Both ABC trunk groups on IP and TDM leased lines cannot be supported at the same
time between two ABC sub-networks
Only one ABC trunk group is supported between two nodes located on different ABC
sub-networks
ABC network features
Distributed call handling is available for enterprises with multiple sites.
Each site is equipped with a specific Com Server E-CS (duplicated or not), using the same basic
software as typical single-site configurations (classic or IP configured).
The servers are interconnected to provide the customer with all the expected benefits of
networking (cost optimization, centralized resources, transparent service for the end user,
centralized management, etc.)
Page 211
These services are supported by the enhanced ABC (Alcatel-Lucent Business Communications)
protocol, which is compatible with the QSIG-GF standard.
The ABC protocol has four main modules:
–
–
–
–
ABC-F for feature transparency - provides users with the same telephone services
regardless of their location in the enterprise.
ABC-M for network wide management - allows centralized, simplified management
ABC-R for network wide routing - optimizes routing for cost/resource optimization and
simplifies routing management
Virtual services which carry the ABC-A (Application) protocol which allows the
centralization of applications (e.g. voice mail centralization) but also specific information
relating to the call distribution or multi-line feature (there can be managers located in
one node and their secretary located on another node, a phone connected on a node
may be supervised from a phone connected on another one, etc.)
Because of its support for QSIG-BC and GF protocols, Alcatel-Lucent OmniPCX Enterprise
Communication Server inter-PBX networking interoperates with third party QSIG devices and/or
PABXs.
Heterogeneous networking
ISVPN (country dependent)
ISDN based VPN (ISVPN) provides an entry level networking solution based on a subset of the ABC
private network protocol using only the ISDN network.
No leased line is required for voice or telephone signaling. Voice is transported over the standard
public ISDN network, and the signaling transport is based on the USS1 service provided by the
ISDN network. The features provided by this service are:
–
–
–
–
–
–
–
–
–
–
–
Distribution of incoming public calls based on virtual DID
Homogeneous private numbering (dialing) plan
ISVPN call is seen as an internal call, not a public one
Name identification (with transport of number)
Optimized transfer (loop avoidance and optimized call forwarding)
Callback request (on Alcatel-Lucent 8/9 series)
Intrusion/Barge-in
Other Alcatel-Lucent OmniPCX Enterprise Communication Server features over ISDN
without the added value of ISVPN
Call distribution in network: centralized attendants
Inter-working with ABC networks
Centralized management
ISVPN is also supported on Alcatel-Lucent OmniPCX Office, which is used to build small, simple
enterprise/office networks over ISDN.
Page 212
DPNSS networking
The Alcatel-Lucent OmniPCX Enterprise Communication Server offers a compliant legacy Digital
Private Network Signaling System (DPNSS) interface and protocol, mainly used to connect the voice
system to:
–
–
–
–
DPNSS installed base not compatible with QSIG
VPN offer of BT (FEATURENET) and Cable & Wireless in UK
Alternative carriers (e.g., GSM operators in Germany and Sweden)
Legacy applications
The DPNSS services supported are:
–
–
–
–
–
–
–
–
–
–
–
–
–
–
Voice call (six and seven)
Callback when free (call completion on busy phone) (nine)
Intrusion/Barge-in (ten)
Call forwarding (11)
Hold (12)
Inquiry/consultation call (13)
Transfer (13)
Conference (13)
Call offer (14)
Service independent string (16) name
Call waiting (17)
Route optimization (19)
Centralized night service (25)
Do not disturb (32)
Page 213
14 Hardware Components
14.1
Hardware servers for applicative services
Hardware servers for applicative services
Most of the following hardware components can be deployed with both Alcatel-Lucent OmniPCX
Enterprise Communication Server or OpenTouch™ Business Edition offers.
For OpenTouch™ Business Edition exceptions please refer to OpenTouch feature list.
Appliance Servers
Refer to “Cross Compatibility” and “Feature List” documents to get exact requirements on hardware
servers offered for the different OmniPCX Enterprise, OpenTouch and OmniVista solutions.
Common hardware IP media gateway
A common hardware IP media gateway is built with one or more (maximum of three) Rack 3
module chassis. It consists of:
–
–
A main rack: Rack 1 Module or Rack 3 Module controlled by a Gateway Driver (GD)
board
One or two expansion racks connected to the main rack by a high speed link (HSL)
Page 214
A common hardware IP media gateway is connected to the communication server through an
Ethernet link. The communication server can be located in:
The IP Rack Media gateway is managed by a Gateway Driver processing unit and handles the
“classical” legacy Rack interfaces to connect terminals, public accesses or auxiliary interfaces.
Connection to an external network (public or private):
–
–
–
–
–
–
T0 ISDN
E1-CCS ISDN (T2)
E1-CAS
T1 CCS (PRI)
T1 CAS
DID/DDI or NDDI/non-DID analog networks
Connection to digital TDM phones, attendant locations (UA interfaces).
Connection to analog devices such as fax machines, etc. (z-analog interfaces).
Connection of DECT base stations.
IP connectivity.
Voice compression channels: G.711, G.723, G.729A.
DSP resources for media services: voice guides, conferencing, etc.
Page 215
Crystal IP media gateway
A Crystal IP media gateway is built with crystal shelves. It is connected to the communication
server through either an Ethernet link (Appliance Server), or the chassis back panel bus (Crystal
CPU). It consists of a main shelf controlled by an IOIP board.
Possibly one level of peripheral crystals connected to the main shelf by INTOF2
Page 216
14.2
Site requirements
Installation of the Alcatel-Lucent OmniPCX Enterprise Communication Server will be oriented to the
client situation and needs. This section is divided into two subsections:
–
–
Small site minimal requirements
Large telephone equipment and data lab requirements
Alcatel-Lucent prides itself on its ability to satisfy clients of all sizes, so Alcatel-Lucent OmniPCX
Enterprise Communication Server installations can be located in small environments, but the
following recommendations can be considered and adapted for smaller installations.
Small site minimal requirements
Site
Positioning
Choose a dry, clean, lockable, and vibration free area.
Airflow
Maintain an ambient airflow to ensure normal operation. If the airflow is
blocked or restricted, or the incoming air is too warm, there is a risk of
overheating.
If you install the equipment in an enclosed space or cabinet, make sure
that the cabinet is fitted with a ventilation system that is able to dissipate
the heat of the installed equipment. Leave a minimum of 3 cm (1.2 inches)
free space around the side vents, and at least 10 cm (4 inches) around the
vents at the back of the equipment. Make sure that the airflow is not
blocked on the sides of the rack.
Make sure that the connecting cables of the Alcatel-Lucent OmniPCX
Enterprise Communication Server case or any other item of equipment, or
the rack(s) struts do not obstruct the airflow through the case.
Power source
Install a 230 V or 110 V (depending on country) – 50 Hz (2P + E) main
power outlet. This is installed at less than one meter (3.3 feet) from the
case if it is not installed in the rack (otherwise the cutout incorporated in
the rack is used).
Lighting
The room must have suitable lighting.
Environmental conditions
Operation
Temperature:
An ambient temperature range between 5°C (41°F) and 35°C (95°F) (40°C
– 104°F with ventilation) is recommended to ensure optimum reliability.
Temperature variations should not exceed 5°C (41°F) per hour.
Relative humidity:
Relative humidity must be between 10% and 80% (without condensation)
Page 217
with a variation rate not exceeding 10% per hour.
Storage
Temperature:
Storage temperature must be between –5°C (23°F) and +45°C (113°F).
Relative humidity:
Relative humidity must be between 10% and 80% (non-condensing).
Large telephone equipment and data lab requirements
Site
The Telephone equipment must be installed in a location which can be secured from unauthorized
personnel. Consideration should be given to:
–
–
–
Vehicle access
Unloading and temporary storage
Internal transit
The equipment room must be located with access to appropriate power and air conditioning.
Although certain elements can be assembled on site, in most cases racks are delivered in an
equipped, sealed state after initial testing and verification. Fully equipped racks can weigh up to
350 kg.
Room opening
The racks must pass easily through the opening of the room. The minimum dimensions for the door
opening are:
–
–
Height: 2.25 m
Width: 0.80 m
Room sealing
To provide a seal for the room and to take into account pressurization (room with air conditioning),
it is advisable to equip access doors with automatic closing devices. For detailed information about
room sealing, see the European Telecommunications Standards Institute (ETSI) specification: ETS
300 019–1.
Room clearance
Minimum recommended clearances when installing large free standing telephony systems in a
specific room are listed in the following table.
Description
Minimum Distance (mm)
From the wall to the rear of the first row of racks 1000
Page 218
Description
Minimum Distance (mm)
From the wall to the front of the racks
1500
Passage between rows
1200
From the side wall to the end of the rows (main
passage side)
1200
From the side wall to the end of the rows
(secondary passage side)
1000
Fire prevention
Telephone equipment must be protected by fire detection devices above the equipment racks.
These devices trigger the extinguishing system. Depending on customer configurations, CO2,
Inergen or FM-200 extinguishing systems are used for fire prevention.
Air conditioning in the equipment room must be shut down. Power to the affected area can be shut
down from the main power control point.
Note: The use of water sprinklers in case of fire can cause electrocution and permanent equipment
damage. Water sprinklers are not recommended in closed telephone environments.
All methods of fire extinguishing used on telecommunications platforms render the atmosphere
unbreathable. Evacuation of the platform is mandatory. Keep exits and passages clear of all
obstructions.
Fit smoke alarms before installation
The risk of fire exists at all times during the construction of the site and the equipment installation.
To protect personnel and equipment, smoke alarms must be fitted, linked to the ventilation system
and connected to the low voltage electrical system before installing the system.
Floor and ceiling options
Installation is available on either a raised floor or solid floor.
The floor must support the following loads in operation:
–
–
Distributed loads: 6000 Pa (or 610 kg/sq.m)
Concentrated loads: 3500 N on a 55 mm x 55 mm base applied at any point on the tile
Although it is possible to install hardware elements on a solid floor, Alcatel-Lucent recommends
installing telecommunications equipment on a raised floor. The cables are run in cable trays under
the raised floor, or overhead in a solid floor configuration.
Ceiling clearance:
Page 219
A suspended ceiling is not mandatory but can reduce dust, noise, and air conditioning
requirements. Both raised and the solid floor installations require minimum ceiling clearance of 500
mm.
Raised floor requirements:
A raised floor facilitates the flow of cooled air and the distribution of cables. The external cables
connect the rack at the base and run underneath the floor of the room.
Recommendations:
The original floor should:
–
–
–
Resist forces of 30 kg/sq. cm
Be painted with anti-dust paint
Have drainage facilities, in case of flooding
The height of the raised floor, measured from the original floor to the underside of the floor tiles,
should be at least 35 cm to provide 25 cm for the flow of cooled air. Adjustable jacks support the
removable tiles. Reinforcement cross members can be attached to these jacks.
The raised floor is made up of 600 mm x 600 mm tiles to take into account the width of the
corridor between rows.
Raised floor grounding:
The raised floor is grounded by a meshed bonding network. All associated equipment frames, racks
and cabinets and usually the DC power return conductor, are bonded together. This is done at
multiple points to the main earthing and bonding system of the telecommunication building.
A 5 sq. mm section of flexible, tinned, copper braid is attached at 1.20 m intervals in both
directions (every other jack). This means that each tile is resting on at least one grounded jack.
The two flexible braids that form the intersection of the meshed bonding network are linked to
jacks at the bottom by stainless screw-clamped collars. The flexible braids run along the floor and
are not raised so that they can not be pulled loose inadvertently. Each flexible braid built into the
bonding network forms a continuous strip. The vertical connections run at both ends of the braid,
pass through the floor, and are connected to the bonding ring.
The transverse resistance of the raised floor is between 10 5 and 10 8 which complies with the
European Conference of European Posts and Telecommunications (CEPT) Recommendation T/TR02-08 (1986) on the conductivity of floors in telephone exchanges.
For detailed information about bonding and earthing, see the ETSI specification: ETS 300 253.
The maximum resistance allowed for earth connection must be less than 3 ohms.
Solid floor requirements:
Installation on a solid floor means that the external cables connect the rack from the top and run in
cable trays in the superstructure. All cables must be routed overhead. Physical considerations
concerning weight and size are the same as for the raised floor.
The room must have suitable lighting.
Page 220
Environmental conditions
The maximum temperature in the PSCN equipment room is limited to 40° C. This figure is based on
the maximum working temperature of the least resistant element minus a safety margin of 5° C.
The room requires ventilation or air conditioning to remove the excess heat produced by the
telecommunications equipment.
The environmental conditions assume that there is air conditioning in the equipment room.
The following table indicates some of the temperature and humidity requirements in a room
equipped with air conditioning.
Parameter
Class 3.1
Permitted low/high air temperature
5° C/40° C
Recommended low/high air temperature
10° C/30° C
Maximum rate of change of temperature
0.5° C/minute (averaged over 5 minutes
Low/high relative humidity
5%/85%
Low/high absolute humidity
1/25 g/m3
Maximum rate of change of humidity
10 RH/hour at constant temperature
Low/high air pressure
70/106 kPa
Temperature and humidity set point
23° C ±2° C/50%±3%
Note 1: The information provided in this section is based on standards for temperature-controlled
enclosed locations (class 3.1). Other important guidelines can apply to your specific site.
For detailed information about climatic conditions, see the ETSI specification: ETS 300 019–2–3.
Ventilation:
Equipment in the racks are ventilated by natural or forced convection. In order to ventilate the rack
as a whole, heat is exchanged between the surrounding air and the air inside the rack through the
doors (front and rear) and the rack top grid.
Dust protection:
Operator approved cleaning methods should be applied to minimize the presence of sand, dust and
other mechanically active substances in the equipment and storage rooms. Some pieces of
equipment are equipped with dust filters that you can change periodically.
The following table provides information about recommended dust limits in equipment rooms.
Page 221
Substance
Unit of measure
Recommended limit
Sand
mg/ m3
3 30
Dust (suspension)
mg/ m3
3 0.2
Dust (sedimentation)
mg/(sq.m h)
1.5
Note 2:
–
–
Thermal dissipation is affected by not cleaning. Program dust removal at regular
intervals or whenever on-site intervention is required.
Floor polishing can generate static electricity. Use only anti-static cleaning products and
methods.
Electromagnetic conditions:
To obtain Electromagnetic Compatibility (EMC) continuity, all the racks in a given row must be
positioned side by side. No free space can be left for later use between two racks of the same row.
If obstructions such as pillars exist, metalwork components are used to ensure continuity.
For detailed information about electromagnetic and electrostatic conditions, see the ETSI
specification: ETS 300 386 (2001).
Vibrations
The equipment must not be subjected to any vibration, even intermittent vibration.
Seismic considerations:
In all locations where earth movements are known to be possible, either from natural seismic
events or from man-made origins, a raised floor is recommended.
This enables the use of anti-seismic installation kits for the Alcatel-Lucent racks. These kits absorb
minor earth movements and so reduce the possibility of data corruption from vibrations. The kits
provided by Alcatel-Lucent are listed as:
–
–
3EK 00056 AA
3EK 00057 AA
From a functional point of view, Alcatel-Lucent hardware complies with ETSI specifications ETS 300
019–2–3 (tests) class T3.1.
When the additional seismic support is used, the equipment complies with ETSI specification ETS
300 019–2–3 (tests) for Amendment A1.
Page 222
14.3
Related standards
The Alcatel-Lucent OmniPCX Enterprise Communication Server is a direct compliant product which
allows connections to the public telephone network through appropriate interfaces following
international standards and norms.
Electromagnetic compatibility (EMC)
The Alcatel-Lucent OmniPCX Enterprise Communication Server complies with the following
standards:
–
–
–
EN 55 022 1998 version class B
EN 55024 1998 version
FCC Part 15 class B
Safety
The Alcatel-Lucent OmniPCX Enterprise Communication Server complies with the following
standards:
–
–
IEC950 version 2 + Amendment No. 1 + Amendment No. 2 (1993)+ Amendment No. 3
(1995)+ Amendment No. 4
CSA C22.2 No. 950-95 / UL 1950 third edition
CSA certified for use in Canada and the United States.
Network connection
The Alcatel-Lucent OmniPCX Enterprise Communication Server complies with FCC part 68.
Environment
The Alcatel-Lucent OmniPCX Enterprise Communication Server complies with FCC part 68.
1.
2.
3.
4.
Storage conditions: ETS 300 019 Class 1.1
Transportation: ETS 300 019 Class 2.3
Except for Aux-MG (VH, M2 and Mi) rack and cabinet: Class 2.2
Operating conditions: ETS 300 019 Class 3.1
Reduction of hazardous substances (RoHS)
The European Directive 2202/95/EC on the Restriction of the use of Hazardous Substance (RoHS)
imposes a number of constraints on producers that affect product design.
This directive restricts the use of certain hazardous substances in Electrical and Electronic
Equipment (EEE) from the 1st of July 2006. The substances identified by the Directive as hazardous
are:
–
–
–
–
–
–
Cadmium
Mercury
Hexavalent Chromium (Cr6+)
Polybrominated biphenyls (PBB)
Polybrominated diphenyl (PBDE)
Lead (Pb)
This directive will have an effect on the medium and long term development of hardware and its
future replacement.
Page 223
15 Security
15.1
Global security view
Securing communications for all voice and data applications as well as employee mobility is the key
to supporting new business models and enabling a trusted dynamic enterprise that competes
effectively in today’s business environment. Security must become a positive enabler to drive
business performance. To achieve this objective, enterprises must have a corporate-wide strategy
— a security blueprint — that allows the enterprise to be open for business and, at the same time,
provide a trusted environment. This requires a shift to a user-centric approach to security, delivered
from within the network to protect networks, people, processes and knowledge.
The user-centric security blueprint
A user-centric security blueprint can enable a powerful shift to a trusted, dynamic enterprise. At the
same time, enterprises manage risk, protect private data, and maintain compliance.
With a security blueprint, enterprises can keep satisfying the demands of employees, business
partners, and customers for always-on, always available voice and data applications, that can be
accessed from anywhere and at any time.
The blueprint looks at security for the enterprise as being delivered from within the network to
protect networks, people, processes and knowledge. If abiding by the blueprint, the enterprise
benefits from:
·
·
·
·
A network that is user-aware and provides security for voice, data and mobility, and
enables compliance with policy enforcement and audit
People securely collaborating across organizational boundaries, leveraging business-tobusiness relationships, Web 2.0, and cloud computing without security-imposed human
productivity barriers
Processes that are agile, automated and always secured
Knowledge in the form of protected private data, as well as secured knowledge
sharing
The user-centric security blueprint prescribes a global, corporate-wide security infrastructure that
provides a consistent and corporate-wide application of security.
Applying the security blueprint
Securing the core of the Information system and consequently security of the solution and the
network implies handling the security and also the awareness of potential vulnerabilities at each
level. Based on this approach, Alcatel-Lucent integrates Security as a whole and at different levels
in the following model.
Page 224
Defense in depth is an information assurance (IA) concept in which multiple layers of security
controls (defense) are placed throughout an information technology (IT) system. Its intent is to
provide redundancy in the event a security control fails or a vulnerability is exploited that can cover
aspects of personnel, procedural, technical and physical for the duration of the system's life cycle.
Security is not just a function that is implemented at a given level. Taking into account Security
efficiently means at all the different levels in order to address multiple types of potential
vulnerabilities. Security must be global and has to adapt to environment constraints.
This security approach also takes place in the OpenTouch Security Policy where the guiding
principles are to provide customers with communication solutions that are secure. The vendor’s
factory floor must stay secure during all processing steps and milestones. Within product
development rules set the following have been defined: Security in Design, Security by Default, and
Security in Deployment.
Security in Design : The OpenTouch context, security within design target is to avoid flaws in
products as early as possible in development process by training developers to avoid programming
interfaces that are known to lead to security vulnerabilities 99% of the time
Security by Default : Within the OpenTouch context the security features will protect products
coming out of the factory during the installation phase must be already enabled.
Security in Deployment : OpenTouch products once deployed must stay secure over time despite
an ever evolving threat context. A good layering approach is to have a security control that
prevents an attack backed up with a mechanism to detect a successful attack success and alert
administrators. Where security needs are strong, a third layer can be added to mitigate the impact
of a successful attack.
Perimeter security
Page 225
Choosing a perimeter security solution usually implies different choices according to the various
types of enterprises. It is also greatly dependent on security strategy.
If an enterprise prefers to follow a best-of-breed approach to threat
management - then separate solutions are required for firewall/VPN,
anti-virus, anti-malware and web filtering. If an integrated approach to
threat management is preferred, then a unified threat management
and firewall solution is attractive.
If an enterprise has many independent branch offices, an integrated
solution which includes routing functionality, referred to as a security
router, is an approach to be considered.
In today’s network, a web application firewall is a must to protect web
servers and web-facing applications. One overall consideration in
controlling security operations costs is scalability and manageability of
the perimeter solution chosen, especially for enterprises with many
locations to protect.
Protecting a company at the perimeter with a firewall is a good
practice, but not enough for a good security practice. Adding an
intrusion detection system (IDS) inside the perimeter protected by the
firewall will at least alert administrators when an attack is forthcoming
from the Internet successfully circumvented the firewall (or came from
inside the LAN).
Network access control
Network access control can be achieved by looking at several
categories of solutions. Starting with IP address management that
offers the ability to provide an address to devices connected to the
network, followed by host integrity check solutions that ensure that
it is safe to allow a device on the network, ending with role-based
access control solutions.
Authentication (802.1x) at the network level is recommended to
avoid unauthorized accesses to the LAN.
802.1x is IEEE standard for port-based Network Access Control. It
provides authentication to devices attached to a LAN port. It is used
for certain closed wireless access points, and is based on the EAP,
Extensible Authentication Protocol (RFC 2284).
All ALE Deskphones implement the supplicant part of 802.1x
protocols and support EAP-MD5 and EAP-TLS authentication
protocols.
Host integrity check solutions will determine if a device is configured
in accordance with enterprise policy and that it contains no malware
before the device is allowed onto the network. It is a must in any
wireless environment where users connect devices to the network at
will. Enterprises that have a stringent need to protect certain servers
Page 226
and applications or are in highly regulated industries, should
consider role-based access control solutions to provide the required
controls with audit. These solutions can be deployed without having
to re-configure networks on a physical level to achieve security
requirements.
Identity management
Identity management is essential to user-centric security and starts with an enterprise-wide
password management platform and directory server farm. Many organizations today will consider
the move to some form of strong authentication based on certificates coupled with two factoridentifications of end users and devices. Providing a rich set of interface and control points to the
voice and data fabric of the enterprise is key to the deployment of an Authentication, Authorization
and Accounting (AAA) infrastructure.
Of course, an enterprise-wide single sign-on capability is also important to provide an internal
secured environment that remains enabling for employees. With the move to Web 2.0 and cloud
computing the addition of a federated identity management capability may be necessary.
Application security
The deployment of new applications such as VoIP, the adoption of
new business models leveraging Web 2.0 and the Cloud, and new
compliance regulations create the need for security solutions that
protect user activity with an understanding for the application being
used by the end user.
With the deployment of VoIP, it is important that the existing
enterprise security can ensure that the new virtualized perimeter
defense and possibly encryption requirements for VoIP are met.
In the case of Web 2.0 and the Cloud, solutions that secure
individual Web services and can act as a trusted intermediary with
the Cloud are becoming a must have for protecting enterprises.
Solutions ensuring that enterprises are compliant with regulation in
the processing of monetary transactions and control the cost of
being compliant are important to many enterprises.
Page 227
Mobile security
Many enterprises today have employees that spend much of their
working hours outside the enterprise perimeter using mobile
computing devices such as laptops. Solutions for securing mobile
laptops must address the concern of private information stored on
them risking being lost or stolen and also address the need to be
able to configure laptops at any time.
Security management
Security management requires a number of platform choices covering performance and event
management, patch management, vulnerability detection and compliance management. Solutions
deployed for performance and event management must be able to install in a global enterprise,
collect a rich set of data from the voice and data fabric, and provide a robust event response and
escalation engine. Solutions for patch management must be able to integrate with enterprise
platforms that manage mobility.
15.2
OpenTouch Session Border Controller
Introduction
The OpenTouch SBC (Session Border Controller) enables OpenTouch multimedia conversations to
securely traverse the enterprise IP border while controlling quality and ensuring interoperability.
The OpenTouch SBC will enable seamless connectivity to SIP trunking providers and deployment of
OpenTouch clients on the internet, outside the enterprise firewall.
The OpenTouch SBC is a software-only solution running on a standard server, avoiding the costs
associated with dedicated hardware (logistics, inventory) while providing high scalability and high
availability. The OpenTouch SBC is moreover ready to be virtualized to integrate in the future into
different environments and platforms.
Besides OpenTouch family, the SBC can also be used with the Alcatel-Lucent OmniPCX Enterprise
system,
Aimed at mid-size to large-size enterprise customers, the OpenTouch SBC's maximum capacity is
4,000 SIP sessions but typical capacity is from a few tens to a few hundreds of sessions.
To remove dependency to a specific HP platform in order to address smaller capacities, OTSBC can
run on an VM ware Hypervisor (up to 250 sessions).
The SBC is an OEM product developed by AudioCodes, referred to as the Mediant Software E-SBC.
The SBC benefits from the rich capabilities of AudioCodes' E-SBC product series. AudioCodes' E-SBC
Page 228
is already used for SIP interoperability between Alcatel Lucent Enterprise OmniPCX Enterprise, and
Microsoft™ Exchange and Lync® Server 2013.
Features/Benefits
FEATURES:
·
·
·
·
·
·
·
·
·
Enterprise perimeter defense against SIP denial of service, fraud and eavesdropping
Certified with SIP service providers
Addresses the communication security requirements of mid-size and large enterprises
Enables SIP protocol adaptations for interoperability
Provides secure SIP/media connectivity and NAT traversal for OpenTouch voice and video
collaborative conversations over the Internet
Acts as a secure softphone proxy for enterprises that need a demarcation point between a
segregated voice network and softphones that are in an all-purpose data network
Provides business continuity over redundant servers with SIP and media session
preservation
Runs on a commercial off-the-shelf (COTS) server and virtualization layer
Provides easy-to-use web-based management
BENEFITS:
·
·
·
·
·
·
·
·
Provides security between the enterprise and SIP trunking providers
Complements the enterprise firewall with dedicated protection against SIP-based attacks
Simplifies interoperability with various flavours of SIP trunking
Enables cost-effective and secure conversations with OpenTouch remote workers over the
Internet
Solves SIP and media traversal of Network Address Translation (NAT) devices
Provides an easy-to-manage central demarcation point between softphones on an untrusted
network and the communications network
Monitors voice quality for Service Level Agreements (SLA)
Improves the TCO with a high-performance solution running on a COTS server and
virtualization layer
End of document
Page 229

Alcatel-Lucent OpenTouch Suite for Mid sized and Large

Transcription

Similar documents

VitalSuite Application Performance Management Software Release

g.fast - Irisa

l3-cpe/l2-cpe

ClearPass SE Remote Demo GSG

Kabel Deutschland prepares for accelerated growth - Alcatel

a flyer on making the transition to IP

Installation Manual

Low-power sleep mode - Workshop Series on Green Communications

2015-11-12 edited SAR and SAS Discussion

Passerelle GSM - voipsolutions.gr