IP Telephony on System i Unified Communications through Application Integration including Sametime and Domino

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1 IP Telephony on System i Unified Communications through Application Integration including Sametime and Domino Mike Valiant Voice Solutions Marketing Manager 3Com Product Marketing i want easier collaboration. i want control.

2 3Com Honoured with IBM Beacon Award!! The IBM PartnerWorld Beacon Awards acknowledges the best solutions IBM Business Partners have to offer from every part of the business. Judges remarked that 3Com's solution: showcases the unique benefits of the System i platform and is one of the most innovative solutions on the market for System i. 3Com s investment, leadership and cross industry solution capabilities make them an invaluable Business Partner. 3Com Corporation teamed with IBM to deliver an innovative, highly differentiated IP Telephony solution for customers. Delivering tight integration of the 3Com IP Telephony for System i solution with Lotus Notes and SameTime provides Small and Medium Business (SMB) customers with an economical highly integrated solution that previously would only have been available to large corporations willing to invest significantly in custom integration. 2

3 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications 4. IP Communications benefits 3

4 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications 4. IP Communications benefits 4

5 Market Shift Has Begun - Voice As An Application Technology Voice Voice over over TDM TDM Voice Voice over over IP IP Voice Voice as as an an App App Buyer Telecom Telecom Mgr Mgr Network Network Mgr Mgr Applications Applications Mgr Mgr Application Support Standalone, Standalone, proprietary proprietary h/w h/w appliances appliances (voice (voice mail, mail, ACD, ACD, etc.) etc.) Closed Closed IP-based IP-based s/w s/wappliances, Lin/Wintel Lin/Wintel servers servers Open, Open, SIP-based SIP-based applications applications Features Call Call Control Control & Voice Voice Features Features embedded embedded in in proprietary proprietary h/w h/w (PBX, (PBX, KTS, KTS, phone phone sets) sets) Call Call Control Control & Voice Voice Features Features largely largely proprietary proprietary h/w h/w (IPT (IPT platforms, platforms, phone phone sets) sets) Proprietary Proprietary & open open source source call call control control // features, features, SIPbasebased SIP- soft soft phones phones Through Sources: Yankee Group, IntelliCom Analytics 5

6 IP Telephony moving to an application model Traditional telephony Often totally independent from the IP network IP Network Device State Routing Info Dial Plans Voice Mail PBX Phone Keypad Features Call Restrictions PSTN 6

7 IP Telephony moving to an application model SIP Communications Call Processing Operator Console SIP Registration Traditional Server-based telephony applications Often totally independent from the IP network Presence Module IP Network IP Messaging IP Conferencing IP Contact Center Device State PBX functionality replaced with server-based applications IP phones & communications Gateways to the PSTN SIP Communications module Provides telephony features Routes calls between phones and applications New applications easily added Easy to develop software capabilities Routing Info Easy to integrate & deploy third party applications Dial via SIP and Web services Plans Voice Mail PBX IP Phone Soft Phone IP Phone Phone Keypad Features PSTN Gateway Call Restrictions PSTN 7

8 Telephony: Just Another Application on the IP Network Data Network & Applications Domino/ SameTime WebSphere Portal CRM IP Telephony IP Network Telephony Network & PBX 8

9 What Convergence Applications Are Driving IP Telephony Adoption? Which of the following enhanced services or features are being used with the IP PBX? Audio Conferencing Custom Application IM and Presence Unified Messaging Directory Services Click to Dial Wireless Options PDA Integration Video Conferencing Communications Portal Don t Know/None Other IP Telephony Must Be More Than Dial Tone Source: IDC IP Telephony Survey

10 What users are looking for from Unified Communications. Integration of communications control across devices Common Contact Lists Easy to maintain contacts across multiple devices Media choice Simple to respond to communications with alternate media E.g. Click-to-call to respond to 10 Presence Is someone available now? Multimedia Communicate using multiple media Voice Video IM Desktop share Unified inbox All messages in on place Voic Fax

11 Beyond Unified Communications Integration of telephony, collaboration tools and business applications to drive revenue, improve business processes and increase customer satisfaction IP Telephony Collaboration Business Applications 11

12 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications 4. IP Communications benefits 12

13 Open Standards Route to Multimedia: SIP A standard for initiating interactive sessions: Session ession Initiation Protocol Enables multi-vendor deployment of IP Telephony Supports communications using multiple media such as video and instant messaging not just voice Can be easily integrated with Web technologies Calling based on -like addressing Extremely flexible 13

14 Enriched Communications Multimedia SIP Clients Support multimodal sessions Instant Messaging Audio Video Desktop sharing Enables workers to communicate more effectively Media appropriate to communication Increases contact and understanding 14

15 A single SIP infrastructure can support many different services! SIP webcam SIP Surveillance SIP Paging 15

16 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications Lotus Sametime Integration IP Telephony Web Services API Call Centre Database Integration IP Communications benefits

17 Telephony Integration with Domino & Sametime Click to Dial Click to Conference 3Com IP phone from Sametime Interface & Sametime Web Client Click to Dial 3Com IP phone from Lotus Notes Client Telephony Presence in Sametime Client 17 Telephony presence with on-hook/off-hook indication in addition to IM presence.

18 Sametime Integration CallP db IP Telephony LPAR Web Service Server TomCat Apache Make Call Config Phone Get Status Status Response i5os TCSPI* Sametime Domino *Teleconferencing Service Provider Interface

19 19

20 Instant Web conference with telephone integration and moderator controls, chat and desktop sharing capabilities. 20

21 Or schedule a web conference in advance, publishing dial in info etc. into form below participants can just click on join call to have their phones dial into published bridge. 21

22 Sametime Click to Call/Click to Conference The Click to Call and Click to Conference capabilities are enabled using a SERVER-SIDE Sametime add-in Installed on the Sametime server on i5/os. The Component is called TCSPI TeleConferencing Service Provider Interface. Provided on the VCX DVD in the top level i5/os folder IPTelephonySPI-7.2.x.y.tar Minimum Installation Requirements: Domino 7.0+ Sametime Note: Sametime 7.5 is not supported 22

23 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications Lotus Sametime Integration IP Telephony Web Services API Call Centre Database Integration IP Communications benefits

24 Telephony API SDK Allow ISVs to integrate with telephony applications Call control and phone configuration capabilities with service oriented web services API (HTTPS, XML, SOAP) Sample applications in various languages and developer documentation 24 Call Control Functions: Make a Call Put a Call on Hold Disconnect a Call Transfer a Call Add party to a conference call Phone configuration functions: Set/Clear Do Not Disturb Set/Clear Forward to Voic Call Forward Busy/Ring No Answer/Universal Hunt group login/logout Mute phone

25 3COMON WEB PORTAL Register for free Download SDK 25

26 API Software model CallP db IP Telephony LPAR Web Service Server TomCat Apache SOAP Requests/ Responses Make Call Config Phone Get Status Status Response Third Party Application 26

27 What is SOAP* SOAP is a lightweight protocol for exchanging structured information in a decentralized, distributed environment It is an XML based protocol that consists of three parts: an envelope that defines a framework for describing what is in a message and how to process it a set of encoding rules for expressing instances of applicationdefined datatypes a convention for representing remote procedure calls and responses. *Extract from the draft W3C specification 27

28 Call Control Make a call from a phone to a number Origin phone (3Com) and any destination phone Conference a new party into an existing call Origin phone (3Com) and any destination phone Transfer the remote party of an existing call to another number Origin phone (3Com) and any remote phone Disconnect an existing call on a 3Com phone Origin phone Place an existing call on hold Origin phone 3Com Phones Speaker Basic Basic Business Manager 28

29 Phone/Extension Status Get the current call status Call Originated Call Delivered Call Established Call Held Connection Cleared Request the Do Not Disturb (DND) status of an extension Request the Forward-to-Voic status of an extension Request the Call Forward Universal status of an extension Request the Call Forward If Busy status of an extension Request the Call Forward If Ring-No-Answer status of an extension Request the Hunt Group Login status of an extension 29

30 Phone/Extension Configuration Mute a specified phone Set or reset Do Not Disturb on an extension Set or reset Forward-to-Voic on an extension Configure Call Forward Universal on a specified extension Configure Call Forward If Busy on a specified extension Configure Call Forward If Ring-No-Answer on a specified extension Log in or log out an extension from a hunt group 30

31 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications Lotus Sametime Integration IP Telephony Web Services API Call Centre Database Integration IP Communications benefits

32 Applications: IP Call Center Inbound Call Center Application Planned General Availability : Q Typical Inbound Call Center applications Internal sales teams Help desks Support centers Customer service centers Telemarketing response lines Incident response centers Order entry teams Any requirement to route calls to a team of agents with Application integration Supervisor and monitoring functions 32

33 IP Call Center Benefits of a Call Center? Integrates with other applications to provide screen pops Enables high quality customer interactions based on contact and business history Manages calls into teams based on client value, skills and availability Collects customer data and provides in-queue information to callers Provides supervisor functions to monitor overall call center efficiency and individual agent performance Delivers comprehensive reports for management and analysis 33

34 Offer Summary EPICCenter on System i Software only solution Inbound contact center application Deploys on available Logical Partition (LPAR) on System i Open standards Linux based and SIP end-to-end Works in conjunction with 3Com IP Telephony on System i and 3Com IP phones Nicknamed Epic on i 34

35 EPICCenter Key Features at a Glance Queuing by algorithms CRM and Database integration with certified ODBC drivers on System i Superior Management Information System State of the art Customer Service Representative (CSR) tools Screen-Pops Multi layer routing options Priority, Skill based, Statistical, Business rules, Customer value IVR Capability 35

36 Software Components Supervisors EPICVisor Supervisory: Real-time reports Historical Reports IP Resource Management Agents EPICEngine EPICAgent Agent Tools: Customer Visibility Screen-pops & Wrap up 36

37 Convergence Example Student Portal IP Telephony Gateway 2 SIP EPIC on i Interactive Voice Response Student Calls from Public network System i routes call to operator IVR asks for student info/id 1 IP Telephony Student Portal Student db 3 4 Student advisor answers call with student info on computer screen Student 4 Advisor can conference in other persons from computer screen if needed 37

38 Enriched Communications through Application Integration and Multimedia 1. IP Changes Communications 2. Open Standards Route to Multimedia: SIP 3. IP Communications Applications 4. IP Communications benefits 38

39 IP Telephony delivers on cost and productivity Moving from Traditional to IP Telephony can deliver significant benefits Reduced costs associated with long distance, voice mail, and conferencing Simplified administration Reduced construction and maintenance Increased employee productivity Improved customer service 39

40 System i IP Telephony Suite Internet IP Messaging Telephony Applications IP Presence Business Applications Administration & Management Enterprise Management Suite, Web Provisioning, & CDR Reporting IP Contact Center FXO and FXS Analog Media Gateways IP Conferencing IP Telephony SIP Media Gateways & SIP Devices Digital Media Gateways SIP IP & Wi-Fi Phones CRM Soft Phone Analog Phone and Fax PSTN Dynamic partitioning supports short term needs for high processor resources E.g. a large conference call 40

41 High Availability through Application Redundancy Application approach to resilience Database replication ensures multiple application instances remain synchronized Hot standby redundant applications that can take over services instantly Critical data replicated or mirrored between servers Gateways provide survivable telephony to enable calling even if contact to server lost Application capacity scales with processing resources, memory and hard discs Can grow with the business No forklift upgrades or server replacement Traditional PBX vendors often requires phones to be replaced for larger platforms You should always have dial tone. PRIMARY Real Time Replication Real Time Mirroring SECONDARY In testing fail-over of the VCX, we were frankly astonished that we could keep disconnecting back-up controllers, and phone service continued without skipping a beat. * 41 *Source: Miercom is a privately held network consultancy, specializing in networking and communications-related product testing and analysis.

42 IBM System i System i IP Telephony is Powered by 3Com > Shared values make a great fit: > Support for Open Standards > Focused on the mid-market > Promise simplicity and integration > System i brings core values > Scalability A complete IP Telephony suite on a single system > Reliability Legendary uptime, expert support and #1 in customer satisfaction > Integration With collaboration and business processing apps already on your system 42

43 43 IBM System i Trademarks and Disclaimers 8 IBM Corporation All rights reserved. References in this document to IBM products or services do not imply that IBM intends to make them available in every country. The following terms are trademarks of International Business Machines Corporation in the United States, other countries, or both: AS/400 eserver i5/os System i5 AS/400e iseries WebSphere Blue Gene IBM OS/400 e-business on demand IBM (logo) System i Rational is a trademark of International Business Machines Corporation and Rational Software Corporation in the United States, other countries, or both. Intel, Intel Logo, Intel Inside, Intel Inside logo, Intel Centrino, Intel Centrino logo, Celeron, Intel Xeon, Intel SpeedStep, Itanium, and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries. Linux is a trademark of Linus Torvalds in the United States, other countries, or both. Microsoft, Windows, Windows NT, and the Windows logo are trademarks of Microsoft Corporation in the United States, other countries, or both. UNIX is a registered trademark of The Open Group in the United States and other countries. Java and all Java-based trademarks are trademarks of Sun Microsystems, Inc. in the United States, other countries, or both. Other company, product or service names may be trademarks or service marks of others. Information is provided "AS IS" without warranty of any kind. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. Information concerning non-ibm products was obtained from a supplier of these products, published announcement material, or other publicly available sources and does not constitute an endorsement of such products by IBM. Sources for non-ibm list prices and performance numbers are taken from publicly available information, including vendor announcements and vendor worldwide homepages. IBM has not tested these products and cannot confirm the accuracy of performance, capability, or any other claims related to non-ibm products. Questions on the capability of non-ibm products should be addressed to the supplier of those products. All statements regarding IBM future direction and intent are subject to change or withdrawal without notice, and represent goals and objectives only. Contact your local IBM office or IBM authorized reseller for the full text of the specific Statement of Direction. Some information addresses anticipated future capabilities. Such information is not intended as a definitive statement of a commitment to specific levels of performance, function or delivery schedules with respect to any future products. Such commitments are only made in IBM product announcements. The information is presented here to communicate IBM's current investment and development activities as a good faith effort to help with our customers' future planning. Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon considerations such as the amount of multiprogramming in the user's job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve throughput or performance improvements equivalent to the ratios stated here. The 3Com IP Telephony ROI Analysis Tool ( Tool ) was developed by Alinean and 3Com. IBM is not responsible for the contents of the Tool, the accuracy of the data contained in the Tool, how results are generated, or any reports created by the Tool. Any ROI projections cited are estimates and were created using the Tool, which includes certain assumptions relative to the value of IP Telephony. Any reliance by you on the Tool and any results from the Tool is at your sole risk and will not create any liability or obligation for IBM.