New Trends And Functionalities Of Telco Equipment - Integrated systems vs. Hybrid PBXs.

1. New trends and functionalities of
Telco equipment
Author: Serafimovski Igor
Sales support specialist in Key Customers Business Center
Skopje, August 2006

2. Content
1. Intro...............................................................................................................3
2. Characteristics and trends of new-generation Hybrid IP PBXs...............4
2.1. Easy communication – terminal equipment................................................4
2.2. Efficiency....................................................................................................4
2.3. Cost-Cutting Performance..........................................................................4
2.4. Reliability....................................................................................................5
2.5. Future-Ready Design .................................................................................5
2.6. IP integration ..............................................................................................5
3. Features of the new-generation Hybrid IP PBX.........................................6
3.1. Networking Features ..................................................................................6
3.1.1. TIE Line Service .....................................................................................6
3.1.2. Virtual Private Network (VPN) ................................................................6
3.1.3. QSIG Network ........................................................................................6
3.1.4. Voice over Internet Protocol (VoIP) Network ..........................................6
3.2. Computer Telephony Integration (CTI) Features........................................6
3.3. Built-in Small Call Centre Features ............................................................7
3.3.1. Queuing Feature.....................................................................................7
3.3.2. Log-in/Log-out ........................................................................................7
3.3.3. VIP Call...................................................................................................7
3.4. Computer Telephony Integration (CTI) Features........................................7
3.5. Voice Mail Features ...................................................................................7
3.6. Paralleled Telephone Features ..................................................................8
3.6.1. Parallel Mode..........................................................................................8
3.6.2. Extra Device Port (XDP) mode ...............................................................8
3.6.3. Digital XDP mode ...................................................................................8
3.7. Voice Mail Features ...................................................................................8
3.8. Hospitality Features ...................................................................................8
3.9. Simplified Voice Message (SVM) Features ................................................8
4. Functionalities of integrated telecommunication systems ......................9
4.1. Full PBX features .......................................................................................9
4.2. Converged Voice Communications Solution ..............................................9
4.3. Data Communication Solution....................................................................9
4.4. Applications Platform ...............................................................................10
5. Comparison between new-generation Hybrid IP PBXs and Integrated
systems .............................................................................................................12
6. Several reasons to buy integrated solution ............................................13
7. An example for implementation of an integrated communication
system ...............................................................................................................14

3. 1. Intro
Hybrid IP PBX system is a powerful communications tool designed to
support businesses in today's Converged Networking age.
The new-generation Hybrid IP PBX system merges PBX functions and
reliability with IP technology. The result is a high-performance business
communication system that provides advanced telephone and messaging
solutions, efficient and flexible communications, DECT Wireless Mobility, IP
Networking capability, Voice-Over-IP, and seamless integration with your PC
through plug-n-play USB connection or LAN card.
This integration provides a complete communications solution for
businesses of all kinds, helping to improve your productivity, save you money,
and integrate your people, your phone system and your IT infrastructure.
The Hybrid IP PBX system combines PBX features with IP
compatibility to create a host of advanced functions. For example, using the
Voice-Over-IP Gateway option card, it converts voice signals into IP packets,
making it possible to leverage your company's corporate data network to connect
multiple locations without the need for a separate, dedicated leased line or
IPVPN. This function also allows you to link your company's internal phone
system with personal computers and the Internet. Also, this new-generation PBX
can be installed inside a 19” rack and can be fully integrated with existing IT
network.
Using call management software and call logging it can help any
business to be more efficient. And there are a lot of software packages for a
range of applications, from Messaging on Hold systems to solutions for call
management and analysis.
In line with vendor's commitment to user-friendly operation, the Hybrid
IP-PBX system is easy to use, even for people without a lot of IP experience.
The Internet and broadband technology have revolutionized the
business world. New-generation Hybrid IP-PBX system lets companies keep
pace with leading-edge technology and features that will completely transform
the way one company communicates.
These new hybrid IP PBX Systems are designed to fulfill customers
requirements today and into the future. They can be configured to meet their
present needs, and expand as their applications grow or change. A core concept
behind the new product line is the idea of “Friendly Systems for Everyone".
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4. 2. Characteristics and trends of new-generation Hybrid IP
PBXs
2.1. Easy communication – terminal equipment
New telecommunication trend is usage of terminal equipment
(telephones, consoles, panels etc.) which is stylish, easy to use, and efficient.
They feature an ID display of up to 20 characters, a large, easy-to-read, 6-line
back-lit display, an easy-to-view Message/Ringer Lamp, Navigator Keys for quick
and easy operation, 4-step angle adjustment for greater flexibility, and a USB
terminal that provides easy plug-n-play connection to a PC.
2.2. Efficiency
Wireless equipment allows you freedom of mobility so you can initiate
or respond to important calls from anywhere in your office, and the messaging
solution adds value to virtually all your services. Advanced call centre functions
improve communication efficiency and allow you to serve customers and
business partners more effectively. The Hybrid IP PBX makes it easy to distribute
calls, manage your telephone agents, and control office use of the phone system.
Compatible with CTI Standard Protocol, TAPI and CSTA, Hybrid IP
PBX can also serve as the core of a powerful, high-value-added CTI system.
2.3. Cost-Cutting Performance
Any business could benefit from a low-cost, easy-to-use, and reliable
inter-office networking system. Using a VoIP gateway, the Hybrid IP PBX
converts telephone voice signals into IP packets, making it possible for you to
use VoIP technology with your present telephone units. Plus, in addition to
cutting costs, VoIP technology and networking give you easier access within
networks. Hybrid IP PBX also supports the QSIG* protocol, making it effective for
building a company-wide voice network.
Least Cost Routing (LCR) saves money by choosing the most
inexpensive calling route.
*QSIG is an industry-standard digital networking protocol. QSIG
Networking is available with PBX systems that support ISDN BRI QSIG.
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5. 2.4. Reliability
The reliability of new-generation Hybrid IP PBX system is assured by a
rigorous quality control system and tests before it leaves the factory.
The Hybrid IP PBX is also designed for quick, easy maintenance to
keep system downtime to an absolute minimum. For example there is a
possibility you can change or add modules without turning down the system.
2.5. Future-Ready Design
The Hybrid IP PBX is a communications tool your business can grow
with. It also grows with the development of technology. This highly upgradeable
unit comes ready for use with IP Phones, IP Cameras, and other new devices
coming to market in the near future.
2.6. IP integration
Nowadays, if your business is to be competitive, it needs an up-to-date
business communications system that works seamlessly with IT, and combines
voice and data in one low-cost, next-generation, hybrid solution.
Not only does it make you more efficient, it can save you money too.
Using the same wide area network (WAN) for voice and data means you can
make considerable cost savings over using separate networks.
A sophisticated combination of PBX reliability and IP technology, the
IP-enabled Hybrid PBX cost-effectively bridges the gap between your telecom
requirements today, and your demand for future integrated solutions. These new
hybrid IP PBX Systems are designed to fulfill customers requirements today and
into the future. They can be configured to meet their present needs, and expand
as their applications grow or change.
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6. 3. Features of the new-generation Hybrid IP PBX
3.1. Networking Features
This PBX supports the following networking features:
3.1.1. TIE Line Service
A TIE line is a privately leased communication line between two or
more PBXs, which provides cost effective communications between company
members at different locations.
3.1.2. Virtual Private Network (VPN)
VPN is a service provided by the telephone company. It uses an
existing public line as if it were a private line. It refers to a set of solutions and
technologies designed to make secure site to site and remote-access
connections over public networks.
3.1.3. QSIG Network
QSIG is a protocol based on ISDN (Q.931) and offers enhanced PBX
features in a private network of two or more connected PBXs.
3.1.4. Voice over Internet Protocol (VoIP) Network
The PBX can connect to another PBX via a private IP network. In this
case, voice signals are converted into IP packets and sent through this network.
3.2. Computer Telephony Integration (CTI) Features
Connecting a PC to a digital proprietary telephone – DPT (CTI first
party), or connecting a CTI Server to this PBX (CTI third party), allows functions
of the PC, PBX and extension to be integrated so that, for example, detailed
caller information can be taken from a database and displayed on the PC as a
call arrives, or the PC can dial numbers for the extension automatically.
Installing adequate software provides advanced features combining
telephone and PC, such as the ability to display detailed caller information,
including a photograph, on the screen of the PC when a call is received, or to dial
a telephone number automatically just by selecting a name, advanced real time
and history reports etc..
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7. 3.3. Built-in Small Call Centre Features
An incoming call distribution group can be used as a small call centre
with the following features:
3.3.1. Queuing Feature
When a preprogrammed number of extensions in an incoming call
distribution group are busy, additional incoming calls can wait in a queue.
While calls are waiting in the queue, the calls are handled by the
Queuing Time Table, which can be assigned for each time mode
(day/lunch/break/night).
3.3.2. Log-in/Log-out
Incoming call distribution group members can join (Log-in) or leave
(Log-out) the groups manually. While logged-in, a member extension can have a
preprogrammed time period automatically for refusing calls after completing the
last call (Wrap-up).
3.3.3. VIP Call
It is possible to assign a priority to incoming call distribution groups. If
an extension belongs to multiple groups and the extension becomes idle,
queuing calls in the groups will be distributed to the extension in priority order.
3.4. Computer Telephony Integration (CTI) Features
Connecting a PC to a digital proprietary telephone – DPT (CTI first
party), or connecting a CTI Server to this PBX (CTI third party), allows functions
of the PC, PBX and extension to be integrated so that, for example, detailed
caller information can be taken from a database and displayed on the PC as a
call arrives, or the PC can dial numbers for the extension automatically.
Installing adequate software provides advanced features combining
telephone and PC, such as the ability to display detailed caller information,
including a photograph, on the screen of the PC when a call is received, or to dial
a telephone number automatically just by selecting a name, advanced real time
and history reports etc..
3.5. Voice Mail Features
The new-generation Hybrid PBX supports Voice Processing Systems
(VPS) with DTMF Integration as well as DPT (Digital telephone) Integration.
Nowadays this feature is either integrated or can be installed as a cheap card.
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8. 3.6. Paralleled Telephone Features
By connecting telephones in parallel, you can increase the number of
telephones connected to the PBX without adding additional extension cards.
There are several ways for parallel connectivity:
3.6.1. Parallel Mode
An SLT (single line telephone) can be connected to an APT (analogue
proprietary telephone) or DPT (digital proprietary telephone) that is connected to
a Super Hybrid port of the PBX. The SLT shares the same extension number
with the APT or DPT.
3.6.2. Extra Device Port (XDP) mode
An SLT can be connected to a DPT that is connected to a Super
Hybrid port of the PBX. Unlike parallel mode, XDP mode allows each telephone
to act as an independent extension with its own extension number.
3.6.3. Digital XDP mode
A DPT can be connected to another DPT that is connected to a DPT
port or a Super Hybrid port of the PBX. Similar to XDP mode, each DPT acts as
an independent extension with its own extension number.
There is an interesting combination of XDP and DXDP mode which
triples the capacity of a PBX’s Super Hybrid ports.
3.7. Voice Mail Features
The new-generation Hybrid PBX supports Voice Processing Systems
(VPS) with DTMF Integration as well as DPT (Digital telephone) Integration.
Nowadays this feature is either integrated or can be installed as a cheap card.
3.8. Hospitality Features
This PBX has several features that support its use in a hotel-type
environment. Extensions corresponding to guest rooms can be "checked in" or
"checked out" by a designated hotel operator, who can also check or set wake-
up calls, and print out records of guest charges.
3.9. Simplified Voice Message (SVM) Features
By just installing an optional voice message card in the PBX, simple
answering machine services can be provided.
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9. 4. Functionalities of integrated telecommunication
systems
4.1. Full PBX features
Integrated telecommunication systems have the same voice
processing capabilities as new-generation Hybrid IP PBXs (Caller ID, Call
Forwarding, Conference Calling, Voice Messaging and more).
4.2. Converged Voice Communications Solution
For converged communications, the integrated telecommunication
systems acts as an IP telephony server:
• Integrated H.323 Gatekeeper and Gateway
• Quality of Service (QoS) support through DiffServ for routing.
4.3. Data Communication Solution
For offices with basic and advanced data networking needs, integrated
telecommunication systems can provide a complete data communications and
networking solution. Superior data communication is the main advantage of
integrated solutions over new-generation Hybrid IP PBXs. As most important
functionalities there are:
• Internet Access
Firewall protected, leased line or dial-up connectivity via PRI, T1 or
WAN port: high-speed dialed access, direct leased line connections for high
usage and Web site hosting, integral security, and efficient access to information
and a larger business presence via the Web. New telecommunication trend is full
integration of e-mail, proxy, cache and intranet server.
• Routing
Routing can be Static or Dynamic (RIP I/II) for both Internet and
Branch-to-Branch solutions.
• Security
Security is obtained through NAT (Network Address Translation) and
built in firewall to protect the internal network. IPSec support allows secure data
transmission across public IP Networks using 3DES encryption.
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10. • DHCP
DHCP provides Automatic IP address allocation for local and remotely
attached PCs.
• Remote Access Server – RAS
Access to local LAN servers is obtained through optional two-channel
V90 modem or digital trunks: individual firewall security, access control per user,
and standards-based security enable remote workers.
• LAN Hub/Switching
Integrated systems have an integrated (or possibility to be
implemented) 4,8,16… port hub/switch that connects PCs and/or supported IP
devices.
4.4. Applications Platform
Integrated systems provide big business benefits and enhanced
productivity for small and mid-size businesses with a full compliment of
sophisticated applications, including:
• Voicemail
Incoming callers never reach an empty office. With Call Forwarding,
Dial by-Directory, the ability to retrieve phone messages via the PC Soft Phone,
and more.
• Auto-Attendant
Simplify service for customers with this easy-to-use graphical interface;
the ability to construct customized automated services means callers can
efficiently navigate the system, and reach the right person, without the assistance
of an operator.
• Integrated Messaging
Voice messages can be automatically forwarded to an SMTP email
server or MAPI compliant email client (usually as attachment in WAV format).
Voice messages can also be synchronized with a Microsoft Exchange email
server.
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11. • Interactive Voice Response (IVR) and Text to Speech
Create automated customized systems allowing callers to interact with
business information, for example, Account enquiry systems, Automated ordering
systems, Ticket purchasing systems, PIN number checking, Remote time sheet
management, etc.
Even more this system can be upgraded using Text To Speech to read
information back to callers.
• Open CTI interfaces
TAPI-compliant, any integrated system can be easily integrated with
popular contact management applications such as Outlook, ACT!6, GoldMine
etc. Sophisticated custom applications can be rapidly developed and deployed
with appropriate software development kit as a response to a customer’s needs.
• Desktop applications
These applications installed in an Integrated system allow you to
control and manage phone calls from your Windows desktop.
• Call Center applications
Report on overall system performance and basic call center
functionality with quality of service reports, selected group reports, simple plug-
and-play installation, and more.
They also provide a full customer management toolset including real
time agent, system, group management, standard and custom reporting, real
time tracking and analysis, options for agent connection, and remote agent
support, wallboards etc..
• Queue Manager and Campaign Manager
These are powerful voice and IVR applications for the Call Center that
facilitate agent and traffic management for better productivity and customer
service.
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12. 5. Comparison between new-generation Hybrid IP PBXs
and Integrated systems
All the features regarding new-generation Hybrid IP PBX are shown on
first picture so as all the features regarding integrated system are shown on
pic.2. New telecommunication trend is that new-generation Hybrid IP PBX
attempts to spread it’s features and functionalities in the second feature-circle
(for example unified messaging is obtained in two ways: through installation of an
adequate software on PC (PC must be connected with PBX through CTI), or
through added separate hardware – voice processing system.
Сл.1. New-generation Hybrid IP PBX
Сл.2. Integrated system
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13. 6. Several reasons to buy integrated solution
• Integrated system is cost effective
With the combination of voice, data and essential Internet application
on one box, integrated solutions significantly lowers network fees associated with
traditional multiple-network arrangements (PBX, Internet router, E-mail server,
Firewall, IP network). Total Cost of Ownership can be reduced up to 30%.
• Integrated system is easy
The system is easy to install thanks to pre installed applications, easy
to evolve thanks to software keys and easy to use on day to day.
Therefore company focuses on business, not on technology and
improves the Company’s efficiency
• Integrated system enables growth
Integrated system is a set of up-to-date embedded communications
applications as telephony, mobility, internet, e-mail etc., and is upgradeable for
more sophisticated capabilities and more users, so company can address new
markets, new customers, develop news services
• It leverages existing IT investment
We are talking about one single system for every needs (secure
shared internet access, integrated e-mail server, advanced telephony (TDM or IP
based), LAN switching), so the company can focuses on business and facilitate
IT deployment.
• It is future proof
⇒ State of the art design and components usage
⇒ Expert telephony services
⇒ Openness towards evolution and application
⇒ Reliability based on telecom grade standards
Every company need two things: it needs a telephone system that
efficiently handles customers’ calls, and it needs, or probably will need soon -
Internet and data capability in order to manage more and more information
flowing from a variety of networks.
The beauty of the integrated system is: you only buy what you need.
It’s a flexible, modular, powerful, cost-effective all-in-one solution, which
means you don’t have to opt for all of the solution until it suits you.
It evolves when you evolve.
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14. 7. An example for implementation of an integrated
communication system
⇒ Customer’s request
The client has 40 employees. His problem is that the phone lines are
jammed and the company got to trade up.
At this time only two of them have got Internet access and they need
the Internet more and more to work with their customers and suppliers and to tap
into market information. He intends to provide Internet access to his staff but I
don’t want to see my costs go through the ceiling.
He has heard about the need for security but he doesn’t have an I.T.
manager to consult. They’ve got to rethink their total communications needs.
⇒ Solution
The integrated system is the answer. A single solution for
everyone’s needs. Voice + Data + Internet. Simple to set up and easy to run for
a company with no I.T. specialist of its own.
One single Internet access is shared by all the staff to keep down the
costs and enable efficient management of Internet access for the whole
workforce thanks to the proxy server. An integrated firewall to make sure
access is secure.
And unified messaging to boost productivity for those employees who
make maximum use of the system’s capabilities, through one interface (PC) –
voice mail, e-mail and faxes – all in one.
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