Alcatel-Lucent Enterprise Communication Solutions for enterprises Customer proposal Name of Presenter Date (Format as Month, 2012) Disclaimer: the information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.
1 Content 1 Content ____________________________________________________________________ 3 2 A partner you can trust ________________________________________________________ 4 3 The Communication Architecture ________________________________________________ 5 3.1 IP ready solution ________________________________________________________________ 5 3.2 Full IP solution__________________________________________________________________ 6 3.
2 A partner you can trust Alcatel-Lucent Changes the Conversation In response to the challenges of new compliance requirements, sophisticated user demands, increasing levels of information, network complexity and a highly competitive market, enterprises need to become more and more interactive. Besides, businesses today have to cope with the “consumerization” of the enterprise and changes in the way people want to work.
3 The Communication Architecture The starting point for the Alcatel-Lucent communications solution is a high-performance communications software suite – the OmniPCX Enterprise. This software suite includes a set of telecommunications applications based on the Linux operating system and can be used, under license, to access more than 500 telephony services.
The update solution is based on an OmniPCX Enterprise server that can be equipped with all types of media gateways (e.g., common hardware rack 1 and rack 3, crystal hardware M2, M3, and the ACT14 and ACT28 which are 19-inch rackable). The public network and all other equipment are connected directly to the chassis’ analog or digital ports. The existing cabling can be reused and there is no need to update the LAN because voice and data remain on separate networks. 3.
Architecture The Full IP solution is based on an OmniPCX Enterprise server that can be equipped with all types of media gateways (common hardware rack 1, Rack 3, crystal hardware M2, and M3). For larger configurations, the OmniPCX Enterprise server can be hosted on a market standard compatible server. The IP telephones are connected directly to the IP data network. Voice-data cabling is unified for easy connection on the front panel, using RJ-45 modular jack connectors.
Centralization of telephone subscriptions (PSTN lines shared by all the sites) Elimination of inter-site communications costs (the data network is used to route the voice signals between the sites) Optimum use of the corporate private network With this solution, you can optimize your management operational resources: The management platform considers the entire network as a single virtual entity so that any change is automatically replicated across the network.
3.4 Configuration for small branch offices To equip a small branch office, you need only connect a few IP telephones to the data network of the branch office, and configure the required licenses at the central server level. Benefits Fastest and least expensive way of offering the same level of communications service to all your employees Branch office employees are integrated into the main server and benefit from services offered by the head office server.
3.5 Configuration for mid-sized branch offices This configuration is based on a media gateway (without CPU) installed in a branch office via an IP link. The connectivity with the legacy voice network enables connections to the public network to be created locally and for analog or digital devices. The RTP mode means that the IP telephones in branch offices do not use the WAN bandwidth for local calls.
3.6 Configuration in small network nodes Several OmniPCX Enterprise communication servers are connected together. By using the ABC protocol, this solution provides users with the same set of functions regardless of their site location. This makes it possible to centralize or distribute applications across the network, according to requirements and with no constraints. (This server is then networked, with a maximum level of interoperability, with the main server using the ABC 3 protocol.
4 Improving employee efficiency 4.1 Main communication Enterprise Services The Alcatel-Lucent OmniPCX Enterprise Communication Server provides an extensive palette of hardware, applications, and services allowing any Enterprise, large, medium or small, to have access to a pool of rich communication tools. The flexible architecture can be used to create basic voice communication networks or multi-sited, multimedia networks capable of transferring complex encrypted data internationally.
the simplest technology is the server-embedded Direct Inward Station Access (DISA). You can call a system extension using over-dialing and transparently make your telephone the central element of your office and day's work. software clients on PCs connect to the enterprise over a VPN or a secure SIP. You can then use the embedded VoIP client or use third-party call control of any phone.
call...
Pre-programmed set profiles Selective filters External and internal call filtering Flexible configuration Private line (which may be forwarded) Immediate forwarding activated by the manager or the assistant Specific text messaging features Discreet listening of filtered line Assistant absence management White list (filtering) Mobility: DECT phones Same level of service on a personal mobile phone WLAN phones User's choice of "current" device Free seating application Transparent shift from one device t
callers hangs up, the other caller hears a busy signal. The called party is busy The caller hears the busy signal or a voice guide associated with the caller's rights.
Pressing a key Pressing a line key on multiline sets (Alcatel-Lucent 8/9 series phones) This operation can be repeated from User B to User C to User B. Transfer When in conversation with User B, User A can transfer User B to another user or to an attendant. Parties may be internal or external. If the connection is not allowed, the call is routed back to the transfer initiator. Transfer is possible when the class of service of the phones involved authorizes the connection.
User B or by dialing a cancellation prefix (management option) or using a specific soft key. Automatic callback on free phones Any user calling a free advanced phone that is not answered can request a callback. The LED and/or icon message flash on the phone that has received the request for a callback. The requested user can review the list of people who have requested a callback. The LED continues to flash until each of the messages or call back requests are processed.
Forwarding on no answer and immediate forwarding on busy Combines the immediate forwarding on busy and time delayed forwarding on no answer services described above. Unconditional external forwarding User A's internal/external calls are immediately routed to an external number chosen by User A. This service is activated or cancelled via the routing menu from phone A. Another unconditional forwarding cancels the previous one.
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.
4.1.2.1 Key features The Alcatel-Lucent OmniPCX Enterprise Communication Server offers the widest range of solutions to answer the necessity for current and future upgrades, imposed by rapidly changing business communications needs. The Alcatel-Lucent OmniPCX Enterprise Communication Server solution can grow with present and future business at your pace.
can include the access to telephony services within the same enterprise building or to the total mobile communication system inside and outside the Enterprise sites. The DECT / WLAN level of service is equal to office phone service quality. Mobility features offer communication hand-over and cell roaming over the total radio infrastructure, maintaining constant and seamless communications for the user. The efficient QoS management is realized by the 802.11e standard.
It includes the secured configuration and management of a system or a network, system call accounting, traffic observation and alarm management, enterprise voice network topology management, performance management features and the enterprise LDAP directory. It is an open interface allowing integration with Hypervisor platform applications such as HP Open View® or TVN® (from C.A.). The MCS set of functions are adapted to carriers needs.
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).
When the Alcatel-Lucent OmniPCX Enterprise Communication Server is connected to the PSTN via a SIP carrier: SIP signalling 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. 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.
Alcatel-Lucent offers a full range of desktop phone sets answering end-users communication needs: Alternative design Enhanced audio quality Open to external applications Two product lines are available: The Alcatel-Lucent IP Touch 8 series phone Extended Edition product line, including the following phone sets: Alcatel-Lucent IP Touch 8 series phone Extended Edition This product line is fully featured with integrated IP connectivity and telephony, bringing you the converged power of data and voice over IP
This product line is the TDM counterpart to Alcatel-Lucent IP Touch 8 series phone Extended Edition. It is the natural choice for companies using traditional telephony infrastructures. The Alcatel-Lucent 9 series phone sets take you to a new dimension in audio experience, aesthetics, communications productivity and customer care. This advanced product line benefits from the award-winning power of the Alcatel-Lucent OmniPCX communication servers.
This module is used in conjunction with a series 8 or a series 9 via the headset plug (except 4019, 4008/4018). A transformer is provided to power the module from a mains supply. The module is activated by pressing the "Hands free" button on the phone. When connected, the module automatically adjusts sound volumes to reduce echo, but in addition, a trim button is located on the module to adjust sound settings manually.
4.3 Unified communication solutions 4.3.1.1.1 My Instant Communicator End users have to deal with an ever-increasing volume of communications: phone calls, voice mails, text messages, faxes, emails, instant messages, and web, voice and video conferences. In addition, there are many there is a wide range of options on the market. This creates a challenge—how to manage and make best use of the different enterprise options on the market. OmniTouch 8600 MIC is an innovative solution to this problem.
Instant Communications Suite. This solution improves personnel accessibility and productivity by keeping them connected anytime, anywhere. OmniTouch 8600 MIC smoothly adapts to the available device, making it an intrinsic application of your favorite interface. Refer to the Alcatel-Lucent user guides for detailed descriptions of the various available interfaces.
Collaboration services options: Audio conferencing ports Data conferencing ports (features desktop and application sharing and web presentations) Video conferencing enabler to control third party video bridges and room systems Infrastructure options: High availability mode (server redundancy) Multi-site topology (centralized Alcatel-Lucent OmniTouch 8400 Instant Communications Suite on an OmniPCX Enterprise network) Bringing IP communications to the Microsoft™ desktop While the PC is a key communication too
Integration with IBM™ The Alcatel-Lucent – IBM Unified Communications and Collaboration joint solutions: Increase the productivity of existing business models and enables new modes of operations Include collaboration and conferencing capabilities as well as converged telephony and messaging for versatile real-time communications Reduce the cost and complexity of adoption through unprecedented interoperability Deliver rapid value to users by leveraging trusted platforms and applications Alcatel-Lucent offers
Teamwork services and IBM solutions Audio conferencing support – Teamwork Services for IBM Lotus Sametime provides carrier-grade, platform-agnostic, multiparty conference capabilities that include ad hoc click-to-conference from Sametime Connect, Lotus Notes, Microsoft Outlook and Office applications, as well as the ability to schedule, record and manage sessions from within Sametime.
IBM Lotus users have access direct from their Lotus interface to telephony services, one-number dialing, and unified messaging services.
The integration of a My Instant Communicator client to IBM Lotus Sametime provides OmniPCX Enterprise and Sametime users with the following capabilities: – – – – – Access and addition of Sametime contacts from the My Instant Communicator contacts list Synchronized presence Answer incoming voice calls with a Sametime IM chat session Open a Sametime IM chat session when sending an IM from My Instant Communicator View telephony presence from Sametime IBM users benefit from the media-blending capabilities of
OmniTouch 8600 MIC Mobile allows users to stay business-connected, anywhere. This AlcatelLucent solution improves personnel accessibility and productivity by keeping people connected anytime and anywhere, as for instance: For immediate expert or support assistance you can perform a directory lookup and thanks to contact presence information, easily select the best media for your communication. When leaving an airplane, you can see what business communications took place by checking voicemail.
Nokia graphical user interface iPhone graphical user interface Windows mobile graphical user interface All Rights Reserved © Alcatel-Lucent 2012 Page 37
Android graphical user interface 4.3.1.1.3 Collaboration Services Teamwork Services is a software-based multimedia, multiparty business communications solution running on commonly available computer hardware. Install OmniTouch Teamwork Services within any network and access from any telephone, any location, and any browser for secure conferencing with anyone inside or outside the company.
See who is online and who is on the phone Participate in video conferences Access conversation archives with instant messaging logs, including participant list and the media used Share your desktop or applications with others Make presentations and upload attachments Conduct polls Control who can see when you are online and who can send you messages 4.3.1.1.4 Visual Collaboration The Alcatel-Lucent OpenTouch offer introduces the opportunity to use video with ease and simplicity.
Video services provide the capability to offer video media as a complement to audio media for telephony services.
– Ad hoc conferencing (immediate or on the fly): this is an unscheduled conference which requires no advanced preparation. This type of conference is initiated: o by selecting several contacts through a user interface (e.g. from MIC Desktop or MyTeamwork client) and pressing call button (e.g. from Phone) o or by calling additional people during a communication. Casual, immediate, on the fly, 3 ways, 3 party or 6 party conference operate in the same way as Ad hoc conferences.
The conference is still reusable using the same access code For Meet me, scheduled conferencing and ad-hoc conferencing with more than 3 participants, the MyIC Conferencing license option is required. There are two principle methods of video conferencing: Video switching (selective presence) Video mixing (continuous presence) Note : Depending on the video communication requirements, CPU processing requirements can differ. A video MCU is needed for multi-party video conference with continuous presence.
The CPU consumption is greater than peer to peer video and Switched presence, and so specific hardware is needed to manage and display the single composed image.
Hardware-agnostic and easy to deliver thanks to a pure software solution: Provides seamless OmniPCX Enterprise integration and virtual machine support through the OpenTouch™ business Edition 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: Re
4.4 Mobility solutions 4.4.1 On Site mobility 4.4.1.1 Introduction No matter what the size and activity of a company, mobile communications remain an indispensable application in a business environment. To improve the productivity and efficiency of their staff, companies are led to offer them the most adapted communication tools when they have to move in and out of their office. In typical company premises, leaving your office can result in missing contacts and information.
A product line of DECT and VoWLAN radio base stations covering all requirements in terms of traffic or radio coverage A line of professional DECT and WLAN wireless devices supporting the OmniPCX Enterprise services and addressing mobility needs for on-site roamers: be they blue-collar or whitecollar workers, or managers The European DECT standard is the traditional voice mobility system, based on proven and price attractive digital cordless technology while the wireless LAN radio standard is the converged v
Users regularly connected from their office may need to recover their telephone environment when they temporarily move to a meeting room, another office The Free Desktop service is activated either: From a free desktop telephone or IP Desktop Softphone of the company (easy login/logout) Or a Web-based mobility interface When the service is activated on desktop phones, people automatically retrieve their telephone profile (directory number, number barring, pre-programmed keys, etc.). 4.4.1.
Waiting call consultation Call Park/Retrieve Do not disturb Wake up/Appointment reminders Room status management Suite Wake up Password modification Meet me conference call organization Hunt group participation Voice mail consultation Business account code management Associated Set modification Note 2: The preceeding lists are not exhaustive. For more details see the OmniPCX Enterprise Communication Server feature list. Messaging example Messages are indicated with the presence of an envelope icon.
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.
Direct RTP between two sites (OT8118 & OT8128) In a Site to Site configuration, a call between two OmniTouch WLAN handsets (OT8118/OT8128) is treated as an IP Touch phone call with the implementation of Direct RTP. The G711 algorithm is used for local communication on each site, G729A is configured on the WAN to reduce bandwidth consumption. 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.
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. 4.4.1.
Alcatel-Lucent DECT products offer optimized base stations: Intelligent Base Station (IBS) available in two versions: indoor (4070 IO) and outdoor (4070 EO). IBS can be connected to UA boards (Crystal Hardware) or UAI/MIX boards (Common Hardware) allowing up to 6 simultaneous calls A line of professional DECT wireless devices called Alcatel-Lucent 8232 DECT Handset and Alcatel-Lucent 400 DECT Handset.
from one base station to another. To cover a site, radio base stations, connected to the OmniPCX Enterprise, are mounted to create a private cellular network. A radio coverage survey is necessary and must be conducted to define the number of base stations needed at specific locations. All internal calls are free of charge. External calls bear the same cost as calls from any wired phone. The signalling for the base station and the DECT sets is included in the media gateway signalling.
– Reduced Long distance and international phone charges 4.4.3 The Free Desktop Environment application (optional) Alcatel-Lucent Free Desktop Environment is available in two formats: – – A standard application solution, provided with the Alcatel-Lucent OmniPCX Enterprise Communication Server which caters to the needs of Free Seating An advanced and customized solution, based on the standard solution, requiring a precise analysis of client needs and implemented by Alcatel-Lucent's Professional Services.
5 Customer interaction 5.1.1 Attendant Services The Alcatel-Lucent OmniPCX Enterprise Communication Server offers a wide range of attendant solutions to welcome customers: An entry level solution consisting either in: An Alcatel-Lucent IP Touch 4068 phone Extended Edition set used as an attendant set.
IP desktop attendant softphone 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.
Alcatel-Lucent 4059 IP attendant console or An Alcatel-Lucent 4059 Extended Edition attendant console (4059EE) including: An IP Desktop Softphone emulating an Alcatel-Lucent IP Touch 4068 Phone for voice A standard PC running the 4059 Extended Edition Attendant Application (with a Busy Lamp Field (BLF) option) An ergonomic telephony keyboard with LEDs, shortcut keys, and USB connection or a standard PC keyboard All Rights Reserved © Alcatel-Lucent 2012 Page 57
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 software architecture ready to integrate unified communications features. Note 1: The following descriptions apply to both Alcatel-Lucent 4059 IP and Alcatel-Lucent 4059 EE , any differences are mentioned. The Alcatel-Lucent 4059 IP and the Alcatel-Lucent 4059 Extended Edition are Attendant Console applications that run on Windows® XP or Windows® 7.
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. Advantages: Relieves the attendant of simple and repetitive tasks Available round-the-clock, every day of the year Offers constant high-quality greetings 5.1.
needs related to voice communications. Alcatel-Lucent OmniTouch Contact Center Standard Edition can run from 5 to 1000 agents in a single node and more for multi-node configuration.
6 Unified management 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 application suite that monitors employees’ activity and informs managers.
Manage and control convergence OmniVista 8770 1.0 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.
7 A high level of availability 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. 7.
Alcatel-Lucent OmniTouch Contact Center - Standard Edition solution except CCoutbound solution 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. When the changeover takes place, active calls are maintained and calls in the process of being set up are interrupted.
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. Return to normal In backup mode, the media gateway periodically polls the IP network.
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.
8 Security solutions 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.
Once the voice and data fabric are secured and appropriate fine grained controls are in place, the next consideration is to target directly specific applications that require extra special treatment. This is followed by solutions to protect the mobile user and mobile assets of the corporation, such as laptops. User-centric security deployment Perimeter security Choosing a perimeter security solution usually implies different choices according to the various types of enterprises.
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.
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.
9 Hotel/hospital management 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.
o Voicemail & Message handling, etc 9.1 Overview of available services Room occupancy: occupied or vacant (automatically updated by guest check-in/check-out and room assignment commands Room status: up to 10 statuses: to clean, being cleaned, cleaned, ready (or customizable statuses).
9.2 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.
The telephone screen can be customised 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...
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. 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.
Embedded skins for the 8082 My IC Phone All Rights Reserved © Alcatel-Lucent 2012 Page 76
10 Service Offerings at a glance Enterprise Services Overview For optimal system integration, a wide range of Integration Services are available from the Professional Services’ team – from consulting and designing to operating and maintaining your communications solution. If you need to enrich your solution with rich value-added features, Application Services offer you ready-to-use, off-the-shelf applications for business, contact centers or network management.
Consult & Design Business and solutions consulting Proof of concept Architecture audit & design Site survey Integrate & Deploy Application development and customization Solution deployment assistance Acceptance tests Staging Coaching Operate & Maintain Resident Engineer Project Management Project, Technical and Account Management Global Project Management Application Services Application Services offer you an assessment of your specific requirements and recommendation of tailored solutions that address thes
Business Contact This intelligent call routing application automatically directs callers to the most appropriate employee across branch offices, ensuring that your clients receive a prompt and most helpful response Voice Quality Analysis (VQA) Ensure consistent high performance from your IP network.
11 To conclude We are pleased with your interest. Alcatel-Lucent Enterprise products offered in this proposal will fit perfectly in your IT environment. We are sure they will provide a cost effective contribution to your total IT solution. All products support open standards to fit seamless in your ICT architecture and has gone through extensive testing to assure the best quality. Product assistance is worldwide available by trained and certified support personnel.
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