Clearspan Product Overview RELEASE 22

Transcription

1 Clearspan Prduct Overview RELEASE 22 March 2018

2 NOTICE The infrmatin cntained in this dcument is believed t be accurate in all respects but is nt warranted by Mitel Netwrks Crpratin (MITEL ). The infrmatin is subject t change withut ntice and shuld nt be cnstrued in any way as a cmmitment by Mitel r any f its affiliates r subsidiaries. Mitel and its affiliates and subsidiaries assume n respnsibility fr any errrs r missins in this dcument. Revisins f this dcument r new editins f it may be issued t incrprate such changes. N part f this dcument can be reprduced r transmitted in any frm r by any means - electrnic r mechanical - fr any purpse withut written permissin frm Mitel Netwrks Crpratin. TRADEMARKS Clearspan and Mitel are trademarks f Mitel Netwrks Crpratin. Other prduct names mentined in this dcument may be trademarks f their respective cmpanies and are hereby acknwledged. Clearspan Prduct Overview Release # March 2018, Trademark f Mitel Netwrks Crpratin Cpyright Mitel Netwrks Crpratin All rights reserved

3 Table f Cntents REVISION HISTORY... 5 INTRODUCTION... 6 CLEARSPAN ARCHITECTURE... 7 Cre Architecture... 8 Clearspan Server Cmpnents... 9 Detailed Server Descriptins Cre Redundancy and Fault Tlerance Hardware Redundancy Sftware Applicatin Redundancy Netwrk Redundancy Gegraphic Redundancy Sftware Reliability Cre Security XSP Server Security CORE SBC Server Security Web Prtal and CLI Access Campus Architecture Design Cnsideratins fr Campuses Clearspan Server Interwrking and E911 Cnsideratins CLEARSPAN UNIFIED COMMUNICATIONS Clearspan Cmmunicatr Client Clearspan Call Cntrl Interactin fr UC Clearspan UC Clients Details Clearspan Cmmunicatr Clearspan Receptinist Clearspan Call Center CLEARSPAN-BASED APPLICATIONS AND SOLUTIONS Clearspan Slutin Sets Key Applicatins Unified Cmmunicatins Fixed-Mbile Cnvergence Meet-Me Cnferencing Native Vide Cnferencing Mitel 3

4 Web Cllabratin Business Trunking Business Services Clearspan Call Center Clearspan Receptinist SYSTEM MANAGEMENT OpEasy Web Prtals System Administratr Web Prtal Enterprise Web Prtal Grup Web Prtal Persnal Web Prtal Device Management Access Prfiles Cnfiguratin Prfiles Service Integratin Resurce Management Inventry Management CLEARSPAN LICENSING SUMMARY... 1 INDEX... 2 Mitel 4

5 Table f Cntents REVISION HISTORY The fllwing represents the revisin histry f this publicatin. REVISION NUMBER DATE COMPLETED POINT OF CONTACT DESCRIPTION /03/2018 Mitel Technical Rebranded fr Release 22. publicatins /31/2014 Final edits fr Release /6/2014 Updated Device Management infrmatin /22/14 Gary Mading Final edit fr Release 19 and clients /30/13 Gary Mading Additins fr Clearspan applicatins /14/09 Bev Marsh Update fr Release /14/09 Bev Marsh Crrectins t TOC, Index, and frmatting /25/08 D. Welfle /25/07 C.Ellis Initial release f this publicatin. Mitel 5

6 INTRODUCTION Frm its inceptin, Clearspan has fcused n develping and delivering missin critical telephny and unified cmmunicatins systems t large enterprises, netwrk prviders (hsted) and private, managed service prviders. These netwrks need carrier-class systems t reach resiliency and scalability requirements, while keeping supprt and maintenance csts lw. T deliver these values t next generatin Vice ver Internet Prtcl (VIP) custmers Clearspan was intrduced. Clearspan brings carrier-class slutins t fulfill the prmise f Unified Cmmunicatins. Clearspan is an pen, standards-based (SIP/RTP), highly resilient and easily managed VIP platfrm, capable f elegantly scaling t millins f users. Deplyed n industry standard servers, the slutin delivers lwer ttal cst f wnership (TCO) by lwing implementatin, perating, supprt and maintenance csts. IT and Telecm managers will enjy an easy-t-prvisin and easy-t-manage unified cmmunicatins slutin. Clearspan ffers the fllwing unified cmmunicatins functinality: Full PBX features Integrated Call Center Fixed Mbile Cnvergence Unified Messaging Single Number Reach Audi & Vide Cnferencing Web Cllabratin Desktp Sharing Paging Multi-vendr supprt f SIP phnes Supprt fr analg phnes Sft Client supprt Remte and mbile wrkers End user deplyment and management are ne f the mst time cnsuming tasks fr any IT r Telecm manager. Clearspan has develped the OpEasy suite f management and prvisining tls, als knwn as Operatinal Supprt Systems (OSS), t simplify the deplyment and management f the user ppulatin. At a high level, OpEasy prvides these features/benefits: Simplified Prvisining Bulk Prvisining Phne Aut Discvery Reprting System Perfrmance Mnitring Mitel 6

7 CLEARSPAN ARCHITECTURE Typically, Clearspan is centrally deplyed and remtely managed. As such, the architecture is ideal fr premises-based, private netwrk and hsted data centers. The fllwing figure shws a high-level architecture fr Clearspan. Figure 1. High-Level Clearspan Architecture. A Clearspan Cre is an imprtant term used t define a grup f equipment and services that prvide call cntrl, security, media resurces and web-based management functins. A basic deplyment has tw fully redundant cres that are typically deplyed in gegraphically dispersed data centers. Then ne r mre netwrks are used t prvide access t users. A Clearspan Campus is the ther imprtant term used. A Campus may be c-lcated with the cres (premises mdel) r remte (managed services r hsted mdel). Tremendus flexibility allws mixing Mitel 7

8 the mdels t match exact custmer requirements. A Campus may be a large r small ppulatin f users. Cres and Campuses will be described in further detail later in this dcument. CORE ARCHITECTURE The Clearspan Cres prvide all f the Unified Cmmunicatin (UC) features and functins. The fllwing figure shws the cnceptual view f the Clearspan Cres. At the center resides the BradWrks server cmplex a multi-tenant architecture deplyed in the largest carriers in the wrld. Wrapped arund the BradWrks server cmplex is a layer f advanced security and intercnnect. The uter layer adds all f the advanced UC applicatins. Figure 2. Cnceptual View f Clearspan Cres. The Cre sftware is realized n ff-the-shelf servers as shwn in Figure 3. The sftware-nly slutin runs n a cmbinatin f IBM BladeCenter chassis and discreet servers, using either AC r DC pwer ptins. Mitel 8

9 Figure 3. Cre Sftware n Off-the-Shelf Hardware. CLEARSPAN SERVER COMPONENTS Within the BladeCenter chassis, servers are ppulated by functin and capacity requirements. The fllwing server types are ppulated within the chassis: Applicatin Server (AS) prvides call prcessing, feature lgic, user management, call detail recrds and service management. Deplyed as Active / Standby. Netwrk Server (NS) prvides plicy based translatins and ruting, subscriber lcatin directry and media server selectin. Deplyed in pl architecture. Media Server (MS) prvides specialized media resurces, including media recrding, media playback, DTMF digit detectin, N-way cnferencing, Meet-me cnferencing and media relaying. Deplyed in pl architecture. Prfile Server (PS) prvides cnfiguratin files t sft clients and manages Meet-me recrdings. Deplyed in pl architecture. XSP Server (XSP) supprts Clearspan system web interfaces and additinal external interfaces. The XSP Server supprts the Clearspan Persnal Web Prtal and Call Manager via HTTP(S), as well as the Clearspan Open Client Interface fr the Receptinist applicatin. Deplyed in pl architecture. CORE SBC als knwn as a Cre Sessin Brder Cntrller (SBC). Prvides tplgy hiding, SIP and RTP sessin management, DDOS preventin, and NAT traversal. Deplyed in high-availability cnfiguratin. Unified Messaging (UM) prvides unified messaging features n Clearspan, including message stre and retrieval. Deplyed in high-availability cnfiguratin. Mitel 9

10 The fllwing server types are typically deplyed n discreet servers: Element Management Server (EMS) mnitrs the health, perfrmance and reliability f the Clearspan system. It als supprts the prvisining, backup and restratin f the system. Deplyed in active/standby cnfiguratin. Database Server (DBS) prvides database and call center reprting. Deplyed in highavailability cnfiguratin. VIP Mnitring an ptinal applicatin t mnitr and reprt n MOS scring prblems. Billing an ptinal applicatin t manage call detail recrds and user accunting. In certain cases, Clearspan applicatins may be installed n discreet servers rather than within the BladeCenter chassis in rder t address specific issues with scalability, r redundancy, r t address specific physical deplyment requirements. DETAILED SERVER DESCRIPTIONS The fllwing sectin will describe the server cmplex in detail and illustrate the main intercnnect and prtcls used. CORE SBC The CORE SBC servers are Sessin Brder Cntrllers (SBCs) that are the secure (SIP/RTP) gateways t the system. In the Clearspan architecture, all endpints are untrusted and must traverse the CORE SBCs t gain access t the platfrm. The figure belw shws the CORE SBCs. Figure 4. CORE SBC Platfrm Interactin. The CORE SBCs are deplyed as high-availability clusters and their purpses are: VIP/SIP firewall SIP sessin security management NAT traversal Mitel 10

11 Tplgy hiding DS and intrusin preventin Header manipulatin Registratin prxy The CORE SBCs participate in the registratin and authenticatin f all endpints, whether thse endpints reside in the LAN r WAN. As endpints register with the Clearspan platfrm, the CORE SBCs filter and check these registratins t prevent unauthrized access. Assuming the first phase f filtering is passed, the registratins are then passed t the AS fr authenticatin, and the CORE SBCs wait fr a respnse befre binding the surce IP address f the endpints. Once binding ccurs, the endpints are granted access t service. While the primary functin f the CORE SBCs is t service access devices (terminals), they may als be used t service netwrk devices (PSTN gateways, SIP trunks, etc.). Netwrk devices may be trusted r untrusted depending n the deplyment mdel. In general, netwrk devices such as PSTN r SIP trunks are cnsidered untrusted and must als traverse the CORE SBC/SBC clusters. The deplyment mdel may dictate additinal CORE SBC licensing. Applicatin Server (AS) The Applicatin Server (AS) is shwn in Figure 4 (previus page). The AS is a service delivery platfrm respnsible fr the executin and management f enhanced persnal and grup services. This server maintains the user database and features assigned t thse users. The AS functins als include management f netwrk traffic, handling f signaling interfaces, and lgical executin and management f services. The AS cmprises a database, the ServiceOS abstractin layer, and prtcl stacks. There are multiple layers f service cnfiguratin fr services delivered frm the AS. Secure web access is prvided by the Clearspan XSP/Web Server, described in the XSP Server sectin, which enables management, administratin, prvisining, and cnfiguratin. The assciated web prtals can be custmized fr different user grups, based n the services f thse grups. The Clearspan database maintains user and grup prfiles, as well as service and subscriptin data. Updates and access are perfrmed in real time. The ServiceOS manages the sessins, which are the netwrk cnnectins assciated with a user. The Clearspan Open Client Interface (OCI) is the API used t manage the AS servers. XSP/Web Server Alngside the CORE SBC, the XSP is the secure prxy fr web access t the Clearspan platfrm. The XSP server is a hardened web server built upn Red Hat Linux and runs Apache Tmcat t supprt http and https requests. System administratrs deply XSP servers t supprt system web interfaces and additinal external interfaces. The XSP Server supprts the Web Interface using HTTP(s) and the Clearspan Open Client Interface (OCI). This pled resurce is used fr many purpses, including: User client interfaces Mitel 11

12 Web prtal fr feature cntrl Micrsft Skype fr Business integratin Simplified API fr custm integratin User client interfaces include Clearspan Cmmunicatr sft client, Call center agent and supervisr clients and receptinist clients. These clients will be discussed in detail in later sectins. The web prtal gives end users easy ability t cntrl their calling features. Thrugh this prtal, users can turn n and turn ff many key features including Clearspan Anywhere (a find me fllw me service), D Nt Disturb, Remte Office and many mre. The simplified API (called XSI) runs n this server type and supprts custm integratin f call cntrl. This API is RESTful and uses http PUTs and GETs t interface t the platfrm. The fllwing figure shws the XSP server architecture. Figure 5. XSP Platfrm Interactin. The XSP server is als used t supprt ther client integratin such as Micrsft Skype fr Business. Media Server (MS) The Media Server (MS) enables enhanced services, such as Aut Attendants, Vide Aut Attendants, Meet-Me Cnferencing, Multimedia Messaging, vide advertisements in Call Center queues, capture and play DTMF tnes and ther treatments t callers. The MS uses standard interfaces with intercnnectins t the Applicatin Server and end devices as shwn in the fllwing figure. Mitel 12

13 Figure 6. MS Platfrm Interactin. In the architecture, SIP and HTTP are used as standard prtcls fr cmmunicatin between the Applicatin Server, Netwrk Server, and the Media Servers. When a media service is required, the Applicatin Server sends a media request message t the MS using the SIP interface. Once the MS has allcated the required resurces, the Applicatin Server directs the endpint(s) in the call t the apprpriate MS prts. The MS uses the RTP prtcl t send and receive audi/vide. The HTTP interface is used t pull media files frm a strage area. Media Servers shuld be gegraphically distributed, which will minimize call latency and bandwidth utilizatin. Enterprise administratrs can chse frm multiple cdecs that are supprted n the Clearspan Media Servers. Cnfigurable classes f multimedia service can als be assigned t grups and individual users, restricting callers t the cdecs in their assigned set. Enterprise administratrs can pt fr lwer bit-rate cdecs t increase the number f simultaneus calls that can be prvided n an access link t end users. The Media Server supprts G.711, G.722 and G.729 cdecs. In additin, the Clearspan system can be cnfigured t rute calls differently depending n the cdecs they use, eliminating netwrk elements that d nt supprt included media, r priritizing netwrk elements that ffer better supprt fr included media. Netwrk Server (NS) The Clearspan Netwrk Server (NS) enables system administratrs t centrally manage netwrk-related applicatins within their netwrk. This includes public translatins and ruting capabilities such as leastcst ruting, as well as enterprise-fcused netwrk applicatins such as vice virtual private netwrks (VPNs). The Netwrk Server allws cnstructin f massive next-generatin vice netwrks by assisting with the scaling f IP telephny netwrks and fflading user-specific ruting functins. The Netwrk Server als acts as a platfrm fr netwrk-based enterprise applicatins such as dial plans, and supprts passing f nn-numerical characters like * and # t the netwrk s they can be used t trigger functinality in ther netwrks. Mitel 13

14 The Netwrk Server ptimizes netwrk resurce utilizatin by prviding the capability t selectively rute calls t gegraphically dispersed resurces, thus maximizing netwrk bandwidth utilizatin. Fr example, the Netwrk Server can manage Media Servers as a single netwrk-wide pl f resurces and at the same time, select an apprpriate Media Server fr the lcatin f the requesting user. The Netwrk Server als perfrms a central rle in supprting Clearspan redundancy. Prvisining new users can ccur via synchrnizatin f the grup and user data between Applicatin Servers and Netwrk Servers. The Netwrk Server functins with the Applicatin Server as shwn in the fllwing figure. Figure 7. NS Platfrm Interactin. The plicy database prvides ruting and dialing plicies, t manage access t enterprise netwrk services. It als maintains user lcatin infrmatin t track where users are hsted within the netwrk. The plicy database cntains translatin prcessing and a ruting engine that is driven by a flexible plicy apprach. Dialing plans, call typing, rute selectin, and netwrk services cnfiguratin are plicy-driven and can be updated n-the-fly. The ServiceOS manages the sessins, which are the netwrk cnnectins assciated with a user r netwrk element. Unified Messaging (UM) Server The Unified Messaging (UM) server acts as a message stre fr vice messages stred as.wav frmatted attachments t s. Received messages may be frwarded t the user s inbx r played back thrugh the Telephne User Interface (TUI) utilizing the vic prtal. The fllwing figure shws the integratin f the UM servers. Mitel 14

15 Figure 8. UM Platfrm Interactin. If a called party is unavailable, the calling party will be cnnected t the MS. The AS sends the users vic prmpt which is played t the calling party. The calling party may take actin using DTMF keys, which are decded n the MS, r leave a vice message fr the called party. Once the message is captured and the calling party hangs up, the AS instructs the MS t send the captured message as a.wav file attachment. When vice messages are retrieved by users thrugh their telephne, the AS ntifies the MS f a cunt f hw many vice messages are new and ld, which is played t the user. Based n DTMF actins by the user, the stred vice messages are delivered t the MS frm the UM and played fr the user as retrieved vice messages. Prfile Server (PS) The Prfile Server (PS) prvides a central repsitry fr cnfiguratin files fr phne devices, Clearspan Cmmunicatr, and Meet-me cnferencing recrdings. The PS is nt expsed t the untrusted netwrk; instead, external end-user web and client requests are frnt-ended by the XSP server. The fllwing figure shws the architectural psitin f the PS. Mitel 15

16 Figure 9. PS Platfrm Interactin. Database Server (DBS) The Database Server (DBS) acts as a centralized database fr Clearspan where ne Database Server cmplex (physical database) can be shared by multiple applicatins (lgical database). This server is deplyed as a discreet server and integrates the Oracle 11g r later database. It takes full advantage f the Oracle Carrier Grade Framewrk (CGF). This feature-rich envirnment is made f varius cmpnents including Autmatic Strage Management (ASM) and Data Guard. It als prvides many layers f high availability t prevent single pints f failure. Bth lcal and gegraphic redundancy ptins are supprted. Clearspan s standard cnfiguratin is the single-instance mde with each server utilizing RAID 10 fr redundancy. The single instance mde cnsists f multiple servers, each with their wn database instance. Each server is using its lcal disks t stre and retrieve database files. One f the servers functins as the primary. This database is accessed by mst applicatins. Other servers act as standby servers maintained by the primary server as cnsistent cpies. Thse standby databases can be used fr data prtectin, reprting, and database sftware upgrades. Nte that standby databases can be bth lcal and gegraphically remte. The primary functin f the DBS is in supprt f call center reprting and enhanced call lgs, bth ptinal features. The fllwing figure shws the interfaces f the DBS. Mitel 16

17 Figure 10. DBS Platfrm Interactin. Referencing the figure, this example shws an applicatin invlving call center reprting. The call center supervisr client requests, via http, a call center reprt. That request is serviced by the XSP server, which messages the AS f the request. The AS has been filling the database, within the DBS, with call center statistics via JDBC. The AS dispatches the PS t generate the reprt and when cmplete, messages back thrugh the server cmplex that the reprt is ready and displayed n the supervisr client. Element Management System (EMS) The EMS is the Fault, Cnfiguratin, Accunting, Perfrmance, and Security (FCAPS) platfrm fr Clearspan. As such, the EMS hsts many applicatins t facilitate and supprt the FCAPS functins, including: Administratin Fault management User management and prvisining Administratr management and prvisining Phne tls and prvisining Reprting CDR management Perfrmance and system mnitring Phne cnfiguratin files Many f these functins are encapsulated within an Clearspan tl called OpEasy, which will be discussed in a later sectin. The EMS is deplyed n discreet servers in a primary/secndary redundant cnfiguratin with each Clearspan cre. Mitel 17

18 CORE REDUNDANCY AND FAULT TOLERANCE True system reliability is achieved thrugh a cmbinatin f sftware engineering, server redundancy, and netwrking capabilities. Recgnizing this, Clearspan has gne t great lengths t address issues at every layer in the system architecture t achieve the highest levels f reliability, redundancy, and perfrmance. The Clearspan Cre cntains n single pints f failure. A fully redundant Clearspan system incrprating all cmpnents delivers ver % availability. There are several layers f redundancy within the Clearspan Cre, and they include: Hardware Redundancy Sftware Applicatin Redundancy Netwrk Redundancy Sftware Reliability Gegraphic Redundancy Each f these elements play an imprtant rle in the verall architecture and are explained further in the fllwing sectins. HARDWARE REDUNDANCY Within the IBM BladeCenter, hardware cmpnents are replicated and have the fllwing features: Dual prcessrs, redundant memry channels, redundant hard disk drives, and quad Netwrk Interface Cards (NICs) fr each blade server Redundant pwer supplies Redundant Gigabit Ethernet switches Redundant layer 1 / layer 2 interface mdules Redundant fan assemblies The high-level blck diagram f the BladeCenter is shwn in the fllwing figure. Utilizing the multiple NICs, each blade has several paths fr redundancy and fault tlerance. Mitel 18

19 Figure 11. Typical High-level BladeCenter Architecture. Each discreet server has dual pwer supplies, quad NIC interfaces and RAID disk drives. SOFTWARE APPLICATION REDUNDANCY System reliability is the result f mre than just hardware cmpliance. Clearspan prvides a ttal system slutin fr redundancy that addresses ptential pints f failure in bth the Clearspan servers and the enterprise s IP netwrk. This architecture, as described in the fllwing sectin, is designed t ensure that service is maintained in the event f a netwrk and/r server failure. Applicatin Servers Redundancy Applicatin Servers are deplyed in primary/secndary cluster mde. Under nrmal peratin, the primary Applicatin Server handles all traffic. When there is a server r netwrk failure, users are autmatically rlled ver t the secndary Applicatin Server n the next call (either riginating r terminating) that invlves a subscriber. This ensures cntinuus access t nrmal calling fr users. The primary and secndary Applicatin Servers are synchrnized using the fllwing mechanisms: Cluster Data Replicatin: The Applicatin Server TimesTen database is replicated between the primary and secndary servers using TimesTen replicatin capabilities. Subscriber datasharing ensures prper behavir upn rllver f an access device t the secndary Applicatin Server. Cluster File Synchrnizatin: Annuncements, vice mail greetings, web branding, and ther file-based cnfiguratin are synchrnized using RSYNC, which is an pen-surce utility cmmnly used t mirrr Internet web sites. Mitel 19

20 Media Server Pls Redundancy Media Server redundancy is accmplished thrugh N+1 pling. All Media Servers are independent. A failure f a Media Server results in the Applicatin Server timing ut n attempts t reach that server, and then rutes t the next available Media Server. Netwrk Server Redundancy Netwrk Servers are deplyed in true cluster-server farm mde. A Netwrk Server cluster can cntain frm tw t twenty ndes. The primary/secndary cncept des nt exist in a Netwrk Server cluster. Any Netwrk Server in a cluster can be used t prcess a call in a lad-balancing r fixed-rder fashin. When there is a netwrk r server failure, any Netwrk Server in the cluster can take ver. The Netwrk Server cluster is synchrnized using the fllwing mechanisms: Cluster Data Replicatin: The Netwrk Server TimesTen database is replicated acrss the cluster using TimesTen replicatin capabilities. Cluster File Synchrnizatin: Web branding and ther file-based cnfiguratin is synchrnized using RSYNC. Prfile Server Redundancy Prfile Servers are deplyed in true cluster-server farm mde. The primary/secndary cncept des nt exist in a Prfile Server cluster. Any Prfile Server in a cluster can be used t prcess a request in a ladbalancing r fixed-rder fashin. When there is a netwrk r server failure, any Prfile Server in the cluster can take ver. The Prfile Server cluster is synchrnized using the Cluster File Synchrnizatin. Using this, all the device file resurces and file-based cnfiguratin are synchrnized using RSYNC. Xtended Services Platfrm (XSP) Server Redundancy The XSP servers perate in a stateless farm, which means that any XSP in a farm can prcess any request. Fr example, an administratr can create a cluster fully qualified dmain name (FQDN) representing the XSP farm. This FQDN reslves t all f the XSPs in a rund-rbin fashin where any f the XSPs can handle any request. Database Server (DBS) Redundancy Database Server (DBS) redundancy is supprted at tw different levels, lcally and gegraphically. Lcal redundancy is achieved using clustering techniques (N+1), where each nde shares a cmmn database and services client requests using lad balancing algrithms. Gegraphic site redundancy is achieved using a primary/standby mdel (2N), where client requests are prcessed by the primary site and replicated t the standby site. The Clearspan standard deplyment is the 2N mdel. Mitel 20

21 Cre SBC Redundancy CORE SBCs are essentially Sessin Brder Cntrllers (SBCs) and are deplyed in 1:1 clusters within each cre. Thugh the SBCs reside in the same chassis as the cre hardware, lgically they are cnnected t each cre as shwn in the figure belw. All endpints and CPE gear register with the SBCs t btain service. This crss-cupling f SBC clusters enables the Clearspan architecture t withstand single cluster faults. Typically, this crss cupling is ruted ver the private netwrk. Figure 12. SBC Crss Cupling. NETWORK REDUNDANCY Clearspan ffers netwrk-level redundancy, which is a capability nt pssible with mst circuit-switched equipment. Using varius schemes, Clearspan can ffer cntinued service in the event f flds, massive electrical utages, r any ther disasters that affect a particular data center, central ffice, r gegraphic regin. This enhanced service availability is achieved thrugh cmmn signaling interface redundancy, separate access and netwrk interface redundancy, and redundant path tplgy. Clearspan makes a clear distinctin between signaling events frm netwrk devices (fr example, sftswitches, netwrk gateways, prxy servers, management systems) and signaling events frm access devices that interface with the system frm the user premises (fr example, IADs, access gateways, IP phnes, web brwsers). Administratrs can chse t deply bth access and netwrk elements n the same physical interface plane, r they can chse t separate them, fr security purpses, nt separate physical interfaces. In either cnfiguratin, administratrs can als chse the redundant addressing scheme that best fits the tplgy f their netwrk. Clearspan supprts tw IP addressing tplgies: redundant paths, whereby each redundant netwrk interface cards pair is cnfigured n the same IP subnet; r redundant rutes, Mitel 21

22 whereby each netwrk interface card is cnfigured with unique rutable IP addresses n separate IP subnets. GEOGRAPHIC REDUNDANCY It is nt enugh t simply deply redundant netwrk elements. Clearspan assembles these elements int a chesive, highly available slutin. One prblem that arises when prviding end-user services is the management f persistent prfile data and run-time sessin states. Cnventinal redundancy slutins usually slve this prblem with prprietary hardware, which make the slutins expensive and d nt ffer any level f gegraphic redundancy. The slutin fr these prblems in a Clearspan system begins with database replicatin technlgy that keeps data in sync acrss servers in the netwrk. Secndly, thrugh a prven technlgy called Dynamic User Hsting, a user s endpint binds t any apprpriate Applicatin Server in the netwrk. Once the endpint has cnnected t Clearspan, the rest f the netwrk discvers which Applicatin Server is hsting the assciated user s services thrugh the Netwrk Server. This frces all subsequent user transactins t be sent t the hsting Applicatin Server. This slutin is ideal fr deplying gegraphic netwrk slutins. SOFTWARE RELIABILITY A system cntrller manages each Clearspan server by mnitring the health f the server and keeping its prcesses up and running. Alarms are generated in the event f a sftware failure. Internally, each prcess cntains a watch-dg thread t keep all subsystems alive and functining and t minimize service interruptins. This means a sftware failure results in a maximum f ne lst call. Call prcessing sessin audits are perfrmed by the Applicatin Server t tear dwn any hung sessins caused by malfunctining endpints in the netwrk. CORE SECURITY Platfrm security is f prime imprtance within the Clearspan architecture. The fllwing figure highlights the fact that nly a few interfaces are expsed t the untrusted netwrk: The XSP server and the CORE SBC, which is als knwn as a Sessin Brder Cntrller (SBC). Mitel 22

23 Figure 13. Security Interfaces. XSP SERVER SECURITY The XSP is a hardened web server built upn Red Hat Linux and runs Apache Tmcat t supprt http and https requests. This pled resurce is used fr many purpses, including: User client interfaces Web prtal fr feature cntrl Micrsft Skype fr Business integratin Simplified API fr custm integratin User client interfaces include Clearspan Cmmunicatr sft client, call center agent and supervisr clients and receptinist clients. These clients will be discussed in detail in later sectins. The web prtal gives end users easy ability t cntrl their calling features. Thrugh this prtal, user can turn n and turn ff many key features including Clearspan Anywhere (a find me fllw me service), D Nt Disturb, Remte Office, and many mre. The simplified API (called XSI) runs n this server type and supprt custm integratin f call cntrl. This API is RESTful and uses http PUTs and GETs t interface t the platfrm. Mitel 23

24 CORE SBC SERVER SECURITY The CORE SBC Server type is a fully functin SBC frm the leading vendr f SBCs. The SBCs are deplyed as high-availability clusters and their purpses are: VIP/SIP firewall SIP sessin security management NAT traversal Tplgy hiding DS and intrusin preventin Header manipulatin Registratin prxy The CORE SBCs participate in the registratin and authenticatin f all endpints, whether thse endpints reside in the LAN r WAN. As endpints register with the Clearspan platfrm, the CORE SBCs filter and check these registratins t prevent unauthrized access. Assuming the first phase f filtering is passed, the registratins are then passed t the AS fr authenticatin, the CORE SBCs wait fr a respnse befre binding the surce IP address f the endpints. Once binding ccurs, the endpints are granted access t service. WEB PORTAL AND CLI ACCESS Based upn the lgin identity and passwrd, the apprpriate Applicatin Server r Netwrk Server prtal is entered by the system administratr (r prvisining administratr), enterprise administratr, grup administratr, r end user. SSL supprt prvides a secure link fr lgins n the web server. Clearspan has five tiers f passwrd management (system administratr, enterprise administratr, prvisining administratr, grup administratr, and user), the frmat f each determined by the next higher level f user. Fr instance, user passwrds may r may nt be required t be f a certain length, cntain numeric r special characters, be different than the user ID, and expire at regular intervals. Grup administratrs determine which f these frmat requirements t impse upn users. In turn, system administratrs can specify the passwrd requirements f the grup and prvisining administratrs. Fr added security, Clearspan prvides a passwrd wizard. Using the wizard, system administratrs can frce users t change passwrds n an incremental basis. Administratrs can als set up passwrd rules that remve trivial patterns and repeated passcdes. A specified number f unsuccessful lgin attempts blcks users r administratrs frm entering the system, prtecting against passwrd guessing. When a user is blcked frm the system, an message is sent t an administratr, warning f the lgin attempt and subsequent blck. Fr the Applicatin Server, Media Server, and Netwrk Server, the web interface permits secure access fr the fllwing: Mitel 24

25 Applicatin Server Media Server Netwrk Server System administratr Enterprise administratr Grup prvisining administratr Grup administratr End user Nt accessible by any user type (CLI access nly) System administratr Grup prvisining administratr Enterprise administratr (manages dial plan infrmatin fr specific grups) Clearspan inspects the surce IP address f the packet and cmpares it t the IP address r reslved hstname in the endpint identifier cntained in the message. If they match, the packet is allwed and prcessed by the system. Otherwise, the packet is ignred and n further prcessing is perfrmed. As a secndary level f security, Clearspan nly allws hstnames r IP addresses in the endpint identified that have been cnfigured in the access device list fr a grup. Therefre, if a packet is received where the surce IP address and the IP address r reslved hstname match, but the IP address f endpint identifier is nt prvisined in the access device list fr any f the grups, the packet is discarded. System administratrs can use the cmmand line interface t enable r disable this security feature. Mitel 25

26 CAMPUS ARCHITECTURE In either premises-base r hsted PBX deplyments, supprt fr the remte campus r remte ffice is largely the same. The campus may range frm a cuple f endpints t ver 10,000 endpints. The figure belw shws a simplified architectural view f the campus equipment. Figure 14. Simplified Remte Campus Architecture. The campus SBC, als knwn as the Enterprise SBC (ESBC), establishes a pint-f-service within the site. The SBC is usually paired with ne r mre media gateways that cnnect the campus t the Public Switched Telephne Netwrk (PSTN). Finally, ne r mre SIP endpints (desktp r sft clients) are deplyed within the site. The ESBC is a critical element and perfrms the fllwing functins: Serves as a service demarcatin fr hsted PBX service as well as SIP trunks frm a carrier Mnitrs health f the WAN cnnectin Acts as a registratin prxy Maintains Address-f-Recrd (AOR) fr all campus endpints Prvides survivability features when the WAN is dwn Rutes calls t the media gateway fr ff-net calls r in supprt f E911 Thrttles registratin Endpints register with the lcal ESBC, which then registers with the SBCs in the cre call platfrm. The SIP Optin methd is used t ensure the WAN is available and if nt, the ESBC may be cnfigured t pass calls t the lcal media gateway. See the E911 sectin fr an verview f the deplyment ptin and supprt fr 911/E911. In additin t SIP terminals, the basic campus architecture can expand t include the fllwing items: Analg phnes Mitel 27

27 Fax machines Overhead paging systems Credit card prcessing machines Existing PBX infrastructure DESIGN CONSIDERATIONS FOR CAMPUSES There are many factrs t cnsider when chsing Custmer Premise Equipment (CPE). An entire dcument, New Site Requirements, is devted t the subject and prvides much greater detail. Here are just sme f the decisins t cnsider: What is the number f users at the site? What is the amunt f bandwidth available t reach the site? What is the cncurrent call capacity? What are the future grwth requirements? Is a cmpressed CODEC (e.g. G.729) required? Will vide cnferencing be used? Hw many simultaneus vide calls t be expected? What are the call patterns f the users? Des the campus equipment need t be redundant? Des the campus need t be survivable such that statin-t-statin calls cntinue t functin? Des the campus need t be survivable in reaching the PSTN being able t dial emergency services if the cre call cntrl is nt reachable? Des the campus equipment need t supprt a fail-ver r backup netwrk? Hw will remte and telewrker users cnnect t the service? Hw will SIP phnes btain their cnfiguratin infrmatin? Can the crrect prts be pened n the firewalls? Answering these questins will help Clearspan and its partners design and deply the ptimum Clearspan slutin cmpnents fr campus lcatins. CLEARSPAN SERVER INTERWORKING Up t this pint we have intrduced the servers and peripheral elements required t implement a Clearspan slutin, and als reviewed the high-level Campus deplyment architecture. This sectin examines hw these servers interact, and what rle they play during the typical call setup situatins. The cases fr utbund, inbund, and internal calls are addressed. In the examples seen n the fllwing pages, while SIP endpints are being used, ther endpints (Analg, Digital, etc.) may als be used as part f the slutin, prvided that any additinal equipment required t interface t the IP netwrk is als added. Mitel 28

28 Outbund Call Flws The first case examines the situatin where a Clearspan SIP user initiates a call t a user utside f the Enterprise, which is delivered frm the Clearspan nde ut t the service prvider netwrk. The fllwing figure shws the signaling and media paths which are fllwed when a Clearspan SIP user initiates the call: Figure 15. Outbund Signaling and Call Flws. The SIP signaling traverses the custmer LAN (and ptentially WAN if this is a hsted slutin) t reach the Clearspan nde (1) and (2). Upn being prcessed internally by the Clearspan servers, the signaling messages are frwarded ut t the service prvider netwrk t rute t the remte endpint fr delivery and acknwledgement (3) and (4). Upn cmpleting the call set-up prcess, the RTP media stream is ruted directly between the initiating Clearspan SIP endpint (the calling party) t the remte user (the called party). The nly Clearspan server that the RTP will traverse is the CORE SBC (5). Examining hw the call set-up is handled internally within the Clearspan server cmplex, we see in the fllwing diagram (Figure 16) that the prcess invlves interwrking between the fllwing servers: Mitel 29

29 Figure 16. Outbund Call setup Call Flws. 1. Upn ging ff-hk and dialing the remte party, the initial SIP signaling is sent t the Clearspan nde s CORE SBC server which prvides the SBC functinality and authenticates the surce SIP endpint as a trusted surce. 2. The CORE SBC frwards the request (nw identified as being frm a trusted surce), t the Applicatin Server (AS) t perfrm the call prcessing. 3. The AS queries the Netwrk Server (NS) t btain any required ruting and translating infrmatin required t direct the call setup request. The AS als initiates a CDR fr recrd-keeping/accunting purpses. 4. The NS prvides the AS with the infrmatin n where t rute the signaling either t anther internal endpint, r else utside the Enterprises Clearspan nde fr an external call. 5. Upn receiving the required infrmatin, the AS frwards the signaling request back t the CORE SBC t further directin utside f the Clearspan nde. 6. The CORE SBC directs the signaling request ut t the service prvider fr frwarding t the remte party. The request can be sent ut either ver the IP netwrk, r else thrugh the PSTN netwrk in the case f a failure f the IP cnnectin if there is an ptinal PSTN gateway in place. Upn cmpleting the call setup, the RTP flws directly frm the SIP endpint, thrugh the CORE SBC, ut t the service prvider netwrk t the remte party, withut further interventin frm the ther Clearspan servers. Mitel 30

30 Inbund Call Flws The secnd case examines an inbund call which is a call received by a user serviced by the Enterprise Clearspan nde. The signaling and call flws are reversed frm thse fllwed fr the utbund calls described in the previus sectin. The SIP Signaling request is received by the Clearspan nde frm the service prvider netwrk (1) and (2). Upn being prcessed by the Clearspan server cmplex, the signaling is frwarded ver the custmers LAN t the SIP endpint that is being called (3) and (4). Upn the called SIP endpint accepting the inbund call, the Clearspan nde will send the apprpriate signaling acknwledgments and respnses back thrugh the service prvider netwrk t the calling party t cmplete the call setup. Upn cmpleting the call setup, the RTP media stream is ruted directly between the remte party (via the service prvider netwrk) and the user s SIP terminal. The nly Clearspan server that the RTP wuld traverse after the call setup prcess is cmpleted is the CORE SBC (5). Figure 17. Clearspan Inbund Signaling and Call Flws. Examining hw the inbund call setup is handled within the Clearspan server cmplex, we see in the fllwing diagram (Figure 18), that the prcess invlves interwrking between the fllwing servers: Mitel 31

31 Figure 18. Inbund Call setup Call Flws. 1. Fr an inbund call, the entry pint int the Clearspan nde is the CORE SBC, which wuld determine whether t prvide access (based upn the request being received frm a trusted surce) t the signaling request. The request culd be received ver either the service prviders IP netwrk r via the PSTN netwrk if there is a PSTN gateway in place t handle calls in case f failure f the service prviders IP netwrk link. 2. The CORE SBC frwards the incming request t the Applicatin Server (AS) t perfrm the call prcessing functin. 3. The AS queries the Netwrk Server (NS) t btain the required ruting and translating functins required t direct the call setup request t the apprpriate SIP endpint. The AS als initiates a CDR fr recrd-keeping/accunting purpses. 4. The NS prvides the AS with the infrmatin n where t rute the signaling which internal SIP endpint the external calling party is attempting t call. 5. Upn receiving the required ruting infrmatin, the AS frwards the signaling request back t the CORE SBC t further direct the signaling request t the SIP endpint. 6. The CORE SBC directs the signaling request t the SIP endpint t accept the received call. Upn cmpleting the call setup, the RTP flws directly frm the service prvider netwrk, thrugh the CORE SBC, directly t the SIP user s terminal, withut further interventin frm the ther Clearspan servers. Internal Call Flws Shwn in the fllwing diagram (Figure 19), the last situatin is where a Clearspan SIP user places an internal call t anther user serviced by the same Clearspan nde. Please nte that this is nt t imply Mitel 32

32 that the users must be cllcated at the same physical site, because as mentined earlier, the Clearspan slutin supprts the ability t service dispersed sites. The flws fr the internal calls are naturally smewhat simpler than thse fr either Outbund r Inbund calls, since there is n need t invlve the service prvider (assuming that the calls are ruted ver the internal netwrk even if bth internal parties are at different physical lcatins). The SIP Signaling traverses the custmer LAN t reach the Clearspan nde (1) and (2). Upn being prcessed by the Clearspan server cmplex, the signaling is frwarded ver the custmers LAN t rute t the remte endpint (3) and (4). Upn cmpleting the call set-up, the RTP media stream is ruted directly between the tw endpints, withut having t traverse thrugh the Clearspan server cmplex. Als, as previusly mentined, the tw endpint need nt bth be SIP endpints. Figure 19. Clearspan Internal Signaling and Call Flws. Shwn in the fllwing diagram (Figure 20), fr internal calls, the call set-up is handled within the Clearspan nde itself, and we see that the prcess invlves the fllwing servers: Upn cmpleting the call setup, the RTP flws directly frm the initiating SIP endpint, t the called party SIP endpint. Mitel 33

33 1. After dialing and Figure pressing 20. Internal dial (r waiting Call setup fr the Call digit Flws. timeut), the initial SIP signaling is sent t the Clearspan nde s Cre SBC (CORE SBC) server, which serves 1. After dialing and pressing dial (r waiting fr the digit timeut), the initial SIP signaling is sent t the Clearspan nde s CORE SBC server, which serves the SBC functinality. 2. The CORE SBC frwards the request (frm a trusted surce), t the Applicatin Server (AS) t perfrm the call setup. 3. Unlike either the Inbund r Outbund calls, the AS des nt need t query the NS t btain the required ruting and translating functins required t direct the call setup request. The AS simply frwards the signaling request back t the CORE SBC fr frwarding. The AS als initiates a CDR fr recrd-keeping/accunting purpses. 4. The CORE SBC directs the signaling request t the ther internal SIP endpint t cmplete the call setup request. 911 AND E911 CONSIDERATIONS Clearspan prvides a level f supprt fr 911 and Enhanced 911 (E911) emergency dialing and ruting services by default. This basic level f supprt can be further extended thrugh the additin f ptinal third party prducts and services t prvide a mre rbust slutin with enhanced ntificatin capabilities fr administratrs. The Clearspan platfrm can supprt multiple emergency call number sequences, and cmplete the call apprpriately fr these different numbers. Clearspan can replace the dialed sequence f digits defined fr emergency purpses (fr example, 911) with a fully specified directry number when call riginatrs may be in an area that des nt supprt enhanced emergency call ruting. Mitel 34

34 Upn dialing, the call may be transferred t lcal PSAP, Emergency Ruting Services (ERS), r lcal emergency ffices. Glbal and flexible ruting ptins are als supprted. Glbal ruting may be used when all emergency calls frm an enterprise are sent t the same lcatin. Flexible ruting lets system administratrs define a unique methd t deliver emergency calls frm each ffice/site. In additin t the cmpletin and ruting f the emergency calls, the Clearspan system als prvides sme additinal features t augment the 911/E911 service capability: Call Recrding All emergency calls may be ptinally recrded. The recrdings may be accessed by system administratrs r lcal emergency ffice persnnel. Ntificatins Integratin with systems r with third party desktp alerting sftware. Callback Frm either lcal PSAP r t a fixed number. CDR Call Data Recrds are available fr all emergency calls. Clearspan 911/E911 Deplyment Optins In all 911 scenaris, it is imprtant that the custmer premises be cnfigured with a survivable Sessin Brder Cntrller (SBC). Clearspan supprts the emergency service cnfiguratins, capabilities, and cnstraints described in the fllwing sectins. Basic 911/E911 Emergency Services Limitatins While the Clearspan platfrm prvides a default level f supprt fr 911/E911 services, there are sme limitatins with the basic Clearspan deplyment including: N additinal premises-based equipment required fr the basic capability. A preprgrammed, user accunt-based ELIN/ANI is presented during an emergency call allwing the PSAP peratr lcatin infrmatin f the caller. Custmers may partitin ELIN/ANIs by grup r by individual user. N autmatic lcatin tracking fr mving phnes (phnes may nt be mved). Callback t a fixed party (i.e. lcal emergency ffice). Limitatin upn 911/E911 supprt fr mbile wrkers. The fllwing figure utlines the call flw assciated with the standard Clearspan ffering under nrmal peratin. Mitel 35

35 Figure 21. Basic Clearspan E911 Call Flw fr Nrmal Operatin. 1. A 911 call is detected by the premises SBC and is cnfigured t pass the call directly t the hsted service call cntrl. The ELIN/ANI is mdified per the user s accunt r grup cnfiguratin. 2. The call is ruted t the premises and ut f a lcal media gateway t the PSAP. Nte the gateway has the ability t verwrite the ELIN/ANI als. 3. Calls with the updated ELIN/ANI can als be sent directly t a VPC r SIP Trunk prvider and subsequently t PSAP. Advanced 911/E911 Services (with ptinal EGW) Service Limitatins In additin t the basic default capabilities inherent t the Clearspan platfrm, custmers can als deply Clearspan with an ptinal Emergency Gateway (EGW) t ffer a mre rbust, survivable slutin. There are sme cnstraints when deplying Clearspan with a redundant pair f EGW premises-based appliances: Media gateways are required in each applicable PSAP regin fr survivability. Prvides supprt fr emergency calls frm Share Call Appearance lines. Supprts autmatic lcatin tracking fr SIP phnes mving within the enterprise netwrk when Layer-2 discvery is enabled. An ELIN/ANI is presented based n the physical lcatin f the endpint. Multiple callback ptins (911 caller, emergency desk, etc.). Extended ntificatin/alerting supprt. As with the case fr the basic deplyment ptin, wrkers with sft clients r mving desk phnes will be able t dial 911 services; hwever, it is incumbent upn the custmer t ensure that users lcatins are crrectly updated in the apprpriate databases. The fllwing figure utlines the typical call flws assciated with the advanced Clearspan ffering. An enterprise Sessin Brder Cntrller (ESBC) is required t make this apprach wrk and is critical in the Mitel 36

36 realizatin f a survivable enterprise lcatin. In additin, Emergency Gateways (EGWs) are als required. Figure 22. Advanced Clearspan E911 Call Flw fr Nrmal Operatin. 1. A 911 call is detected by the SBC (911@dmainname detected in the Request URI). 2. Call gets ruted directly t the EGW frm the SBC. 3. The ELIN/ANI is placed int the Frm Header and a prefix is added t the Request URI (e.g. 3911@dmainname). 4. The call is ruted t the SBC. The SBC filter detects a different Request URI and rutes the call t the Hsted Call Cntrl. 5. A lcal media gateway may be used t rute the call t an in-regin PSAP. 6. Other SIP-based 911 ruting ptins may be used instead f the lcal media gateway t reach the PSAP (VPC, etc.). Optinal Third-Party 911 Emergency Psitining and Ruting Services Fr custmers requiring an all-vip slutin which includes supprt fr 911, Clearspan prvides an Emergency Ruting Service (ERS) as an verlay t the capabilities prvided by the advanced 911 service. It includes these features/cnstraints: Redundant Emergency Gateway (EGW) units required. Tw ptins fr ERS supprt with calls being handled by a third-party emergency service prvider via the SBC and EGW, r via a dedicated Enterprise PSTN gateway. Supprts emergency calls frm Share Call Appearance lines. Autmatic lcatin tracking fr phnes mving within the enterprise netwrk when Layer-2 discvery is enabled. Additinally, lcatin updates fr phnes mving utside the enterprise netwrk depending n the third-party services selected. Desktp alerting with ptinal desktp alerting sftware. Mitel 37

37 CLEARSPAN UNIFIED COMMUNICATIONS Clearspan Unified Cmmunicatins (UC) is a cmplete slutin, prviding a cmprehensive suite f services addressing business needs. The verall slutin includes the fllwing features: Audi Calling and Vide Calling Integrated Cnferencing Instant Messaging and Presence Service Management (call settings) Desktp Sharing Address Bks/Cntact Management Fixed Mbile Cnvergence The user experience is centered arund the Clearspan Cmmunicatr client applicatin, which is deplyed n Windws PCs, Mac OS X, as well as Apple ios and Ggle Andrid perating system based platfrms. End users use Clearspan Cmmunicatr t access all their cmmunicatin services prvided thrugh Clearspan. The verall architecture f the Clearspan UC slutin is shwn in the fllwing figure. Figure 23. Clearspan UC High-level Architecture. Fcusing n the Clearspan Cmmunicatr clients, the primary cmpnents in the slutin include the fllwing: Clearspan Cmmunicatr user clients fr Windws, Mac, ios and/r Andrid Clearspan services: Clearspan Cmmunicatr Client Licenses Mitel 38

38 Integrated Instant Messaging and Presence (IM&P) Clearspan user licensing (including Shared Call Appearance) Meet-Me Cnferencing Clearspan Servers Prfile Server (PS): File Repsitry web applicatin Xtended Service Platfrm (Xsp): Web Interfaces Applicatin Server (AS): Clearspan Cmmunicatr Desktp/PC and mbile identity device prfile types Media Server (MS) Meet-Me Audi Cnferencing These items and their features and service interactins will be described in the fllwing sectins. CLEARSPAN COMMUNICATOR CLIENT Clearspan Cmmunicatr Client features include: High Definitin Audi and Vide calling using any available netwrk cnnectin, including Wi- Fi, 3G/4G/LTE r even legacy circuit switched mbile netwrks Instant Messaging with bth enterprise and federated cntacts Rich presence capabilities based n many inputs, including telephny status, user selected status, r Micrsft Exchange status Desktp sharing My Rm, an always-n cllabratin space, enabling a chesive experience fr chat, audi and/r vide cnferencing and desktp sharing User t user cmmunicatins r grup based cmmunicatins, fr calling, chat, and desktp sharing Tight integratin with Micrsft Outlk and Exchange Service Management, call settings (fr example, Call Frwarding r DND) Fully cnfigurable in real-time frm a centralized Device Management interface The fllwing prduct distinctins exist within the Clearspan Cmmunicatr: Cmmunicatr Basic A PC and Mac applicatin that prvides call cntrl integratin with the user s desktp telephne. Cmmunicatr Audi Adds an audi sftphne t the Cmmunicatr Basic applicatin. Platfrms supprted include PC, Mac, ios devices and Andrid smartphnes. Mitel 39

39 Cmmunicatr Vide Adds pint-t-pint vide t the Cmmunicatr Audi applicatin. Refer t further infrmatin in the fllwing sectins fr details and features. CLEARSPAN CALL CONTROL INTERACTION FOR UC The Clearspan system supprting prtins f the Unified Cmmunicatins functinality will be deplyed and managed by the end custmer r Clearspan, depending n the business mdel. This Clearspan system will supprt the fllwing UC capabilities: All call cntrl including pint-t-pint audi and vide sessins Multiparty Audi Cnferencing (Meet-Me, ptinal) Supprt f mbile users and clients with varius Fixed Mbile Cnvergence (FMC) strategies Licensing f the Clearspan Cmmunicatr clients Clearspan Device Management fr autmated client prvisining Enterprise Directries Call Lgs (Missed/Placed/Received) Centralized Service Cnfiguratin (Call Frwarding, DND, etc.) CLEARSPAN UC CLIENTS DETAILS In additin t web-based prtals prvided fr administratr and user self-cnfiguratin purpses, Clearspan ffers a range f client applicatins t access the features assciated with the Clearspan services, designed t address the varying needs f different user types. These prducts are integrated with Clearspan server-based features and ffer enhanced functinality fr users. In additin t hardware based ptins, the Clearspan slutin prvides the fllwing sftware based end-user UC client ptins: Clearspan Cmmunicatr - A sftware-based SIP client prviding access t vice and UC services t users n a variety f cmputing and smartphne platfrms. Clearspan Cmmunicatr prvides access t the cmplete UC feature set, regardless f the platfrm upn which is it installed. The Clearspan Cmmunicatr is available in the fllwing three cnfiguratins: Clearspan Cmmunicatr Basic A PC and Mac applicatin that prvides call cntrl integratin with the user s desktp. Clearspan Cmmunicatr Audi Adds an audi sftphne t the Cmmunicatr Basic applicatin. With the Clearspan R19 release, the platfrms supprted include PC, Mac, ios and Andrid. Clearspan Cmmunicatr Vide An extensin t the Clearspan Cmmunicatr Audi client, this client ptin adds pint-t-pint vide t the basic vice nly applicatin. Clearspan Receptinist Thin client attendant cnsle applicatin that prvides grup member call status, directry integratin, presence and click-t-transfer functinality. Clearspan Call Center Thin client applicatin fr call center agents and supervisrs t participate in call center queues, manage calls, wrap calls, and generate reprts. Mitel 40

40 CLEARSPAN COMMUNICATOR The Clearspan Cmmunicatr is a set f sftware-based SIP clients available n a number f platfrms. Clearspan Cmmunicatr prvides an evlutin f the riginal BradSft UC-ONE client and cmbines access t the vice and vide call cntrl capabilities prvided by the native Clearspan platfrm, and the ptinal Instant Messaging and Presence capabilities prvided thrugh the Clearspan Service. Figure 24. Clearspan Cmmunicatr Platfrm Evlutin. Initially available as a desktp client n the PC platfrm, Clearspan Cmmunicatr supprt has been extended t nw include deplyment n Apple and Andrid OS based smartphnes. Future releases will extend the supprted platfrms further t include ios and Andrid based tablets and the MAC platfrms. Clearspan Cmmunicatr Basic The Clearspan Cmmunicatr Basic ffers the ability fr users t cntrl their services. The client supprts the fllwing service management features allwing supplementary services t be managed using the native Client Preferences windw: Clearspan Anywhere Clearspan Remte Office Call Frwarding D Nt Disturb Hide Number (Calling Line Identificatin Presentatin [CLIP]/Calling Line Identificatin Restrictin [CLIR]) Mitel 41

41 Simultaneus Ring Persnal Figure 25. Cmmunicatr Basic Service Management. Clearspan Cmmunicatr Audi The Clearspan Cmmunicatr Audi client is an audi sftphne that prvides users a feature-rich desktp interface t make and receive calls as well as execute enhanced features. The Cmmunicatr has access t the many Clearspan advanced VIP features including screening and messaging/vice mail integratin. As an integrated device with the Clearspan platfrm, enterprise administratrs are able t aut prvisin the client, prvide autmatic updates, and maintain versin cntrl seamlessly thrugh the Clearspan Applicatin Server. Clearspan Cmmunicatr Audi is capable f supprting bth G.711 and G.729a prtcls. Clearspan Cmmunicatr Audi allws users t use the client as a primary r secndary phne device. Clearspan supprts this via server features that enable bth devices t register t the same user accunt and directry number (DN)/direct-inward dialing (DID) number. Clearspan Cmmunicatr Vide The Clearspan Cmmunicatr Vide prvides all the capabilities f the audi-nly Clearspan Cmmunicatr Audi, and adds high quality multimedia transmissin. With Clearspan Cmmunicatr Vide, a user s desktp cmputer can functin as a full-feature multimedia cmmunicatins platfrm. Mitel 42

42 Figure 26. Clearspan Cmmunicatr Vide. While Clearspan integratin ffers cnsiderable value fr the audi-nly client, the benefits are even further expanded with the additin f vide. First, the vide cdec negtiatin is smewhat mre cmplicated than audi-nly cdec negtiatin. Clearspan pre-integratin limits the issues assciated with vide cdec negtiatin, simplifying deplyment and reducing supprt calls and user issues. Secnd, pre-integratin with the vide client enables separate ruting f vice streams ver traditinal handsets while the vide signal is cnnected t the vide client. Thus, users can enjy features f their desk handsets such as a high-fidelity speakers and micrphne, alng with the multimedia experience available frm the desktp client. Mitel 43

43 CLEARSPAN RECEPTIONIST Clearspan Receptinist is a carrier class IP telephny attendant cnsle fr use by receptinists, r telephne attendants, wh manage and screen inbund calls fr the enterprise. Clearspan Receptinist is a feature-rich desktp applicatin that is fully integrated with the Clearspan platfrm that delivers the fllwing benefits t users: Easy-t-use design that fllws the natural wrk flw f a call frm the tp t the bttm f the screen. Intuitive business prcesses, as nly valid ptins are presented t the attendant. Prfessinal call handling as critical infrmatin is available in real time. Accurate delivery f messages via a ne-step prcess when peple are unavailable. The Clearspan Receptinist can be used under a number f different peratinal scenaris. These scenaris include: After Hurs Allws peratrs t autmate switching frm day t night mde. Call Center Queue Allws peratrs t mnitr and cntrl calls in a Call Center queue, and t manage their availability status. Hteling Allws multiple part-time peratrs t share a single lg-in sequence when they change shifts. Lw Traffic Allws single receptinist answering ne r mre dedicated main line numbers. High Traffic Allws mre than ne attendant cnsle managing multiple dedicated main line numbers. Netwrk Attendant Cnsle Allws gegraphically dispersed peratrs t supprt each ther in an enterprise cnfiguratin. Multi-tenanted Offices Allws ne r mre peratr t answer calls n behalf f different rganizatins. Optinal Vice Mail Transfer Allws peratr t transfer calls t vice mail fr cntacts in a grup/enterprise that are busy r unavailable. Mitel 44

44 Figure 27. Clearspan Receptinist Main Windw. CLEARSPAN CALL CENTER The Clearspan Call Center applicatin prvides an intuitive, thin-client graphical interface fr managing calls and queues in a Call Center. It has tw mdes f peratin: ne fr Call Center agents, and ne fr Call Center supervisrs. The mde is determined when a user lgs in accrding t the license the user has been granted n the Clearspan Applicatin Server. The agent mde allws users t answer calls in the queue, t transfer calls back t the queue, t make utbund calls, and t manage their availability. Agents can als escalate calls t a supervisr n duty. Supervisrs have the additinal abilities t mnitr the status f all agents in their Call Center, t barge in silently n active calls, and t examine statistical reprts n Call Center activity and queue size. Mitel 45

45 Figure 28. Clearspan Call Center (Agent Mde). The fllwing elements are available frm the Call Center interface: Lg pane The Lg pane displays infrmatin abut yu and cntains links t ther pages and functins. Call Cnsle Yu use the Call Cnsle t view and manage yur current calls. Cntacts pane The Cntacts pane cntains yur cntact directries, the list f yur supervisrs, and the list f the call centers t which yu belng. It allws yu t use yur cntacts t make and manage yur calls. Dashbard pane The Dashbard pane prvides real-time summary infrmatin abut up t 50 call centers selected frm the list f call centers t which yu are assigned. Call Histry dialg bx Yu use the Call Histry dialg bx t view yur past calls and make calls frm histry. Chat windws Yu use Chat windws t chat with yur IM&P cntacts. Reprt windw Yu use the Reprt windw, accessed via the Reprting link, t generate reprts abut yur activity and perfrmance in the call centers yu are staffing. Settings pages Yu use the Settings pages, accessed via the Settings link, t cnfigure varius aspects f Call Center. Mitel 46

46 CLEARSPAN-BASED APPLICATIONS AND SOLUTIONS CLEARSPAN SOLUTION SETS Clearspan prvides each f the fllwing slutin sets. Nte that all f these slutin sets are fully integrated within Clearspan they share a cmmn web prtal, have fully integrated management capability, are fully integrated in Clearspan accunting and CDRs, and s n. Call Centers and Call Distributin Clearspan allws enterprise administratrs t ffer Call Center and virtual Call Center functinality, and als supprts a wide variety f Hunting and autmatic call distributin (ACD) services. Executive/Assistant Supprt Clearspan supprts a variety f executive/assistant slutin sets, including dedicated assistants, assistant pls, and multiple executives-multiple assistant administratrs sharing. Remte Office and Telewrkers Clearspan allws enterprises t ffer full virtual user functinality. Users can carry their services with them wherever they g. Clearspan supprts a variety f persnal mbility services, including remte ffice, hteling, sft clients, PC and web clients, and mbile clients. Flexible Seating With the release f R20, Clearspan intrduces a new user service called Flexible Seating Guest service t allw multiple Guest users t use a cmmn Hst device, and utilize their persnal (Guest) user prfile, rather than the prfile determined by the Hst device. Virtual Frnt Office Attendants and Switchbards Clearspan supprts fully-virtual sftware-based attendant cnsle functinality, Autmated Attendant functinality, hardware attendants, and the ability fr carriers and enterprises t design the lk, feel, and peratins f their frnt ffice. Prductivity Clients Clearspan supprts a variety f PC, Mac, mbile, and web clients that prvide persnal prductivity enhancement, and als supprts specialized clients fr applicatins like Call Centers and Receptinists. PBX Integratin Enterprise administratrs can meld users n legacy PBXs with users n IP phnes r mbiles. PBX-based users can receive verlay services, disaster recvery and business cntinuity services, and unified dial plan functinality frm Clearspan. KEY APPLICATIONS The flexibility f the Clearspan slutin, cupled with Clearspan s technlgy and partners, enables enterprises and service prviders t address a wide range f applicatins. In additin t the fllwing applicatins, enterprises may easily develp their wn applicatins, features and integratins with a cmmercially available sftware develpment envirnment. The applicatins mst ften cnsidered are: Unified Cmmunicatins Maximize end-user prductivity by prviding them a fully integrated cmmunicatins envirnment, enabling smth interactin acrss individuals and grups. With its tight integratin with Outlk, click-t-dial, vice and vide, unified Mitel 47

47 messaging, call center and cnferencing, Clearspan prvides a ubiquitus cmmunicatin experience, independent f the endpint device used. Fixed/Mbile Cnvergence (FMC) - Whether users are using mbile r statinary phnes, they share the same experience. Because the features are separated frm the endpints, Clearspan can easily integrate any type f device, withut additinal user licensing expense. With Clearspan s FMC slutin, there is n reasn t invlve the cellular carrier as all features supplied t the mbile client are independent f carrier used. Business (SIP) Trunking - Allws enterprises t prvide IP Trunking cnnectivity t existing PBXs. Enterprises may deply next-generatin trunking and verlay features while preserving legacy PBX investments and slwly transitin all lcatins t VIP. Meet-Me Cnferencing Prvides a Meet-Me Audi Cnferencing service that runs within the Clearspan Applicatin Server. The audi mixing is perfrmed by the Clearspan Media Server. The Meet-Me Cnferencing service includes the fllwing capabilities: Up t 294-way cnferencing Scheduled and reservatin-less cnferences Recrding f cnferences Muting participants and inviting new participants (by mderatr) Web interface t cntrl the cnference High definitin (HD) audi Migratin tl t cnvert users wh are using the existing Audi Cnferencing slutin Multi- Party Vide Cnferencing With Release R20, Clearspan als supprts a vide cnference capability in additin t the Meet-Me Audi cnferencing available in releases prir t R20. The native Vide cnferencing service includes N-Way Calling and Call Recrding (f vide) with cmbined utput. The calling and called parties are presented with unique images as if they were directly cnnected. The mnitring party is presented with a tiled image f the calling and called party. A ttal f up t 15 participants may be cnferenced using the feature. Web Cllabratin - Prvides users with a feature-rich web and vide cnferencing tl fr hsting nline meetings, webinars and training. With Web Cllabratin, users are ffered face-t-face, multi-persn vide capability, can braden their cllabrative tlset and deepen engagement by ding mre frm call scheduling, demnstrating prducts, and hsting targeted webinars, t using desktp applicatins r regin sharing t wrk mre clsely with remte parties. Call Center A carrier-class, cmmunicatins management prduct fr Call Center agents and supervisrs used with the Clearspan platfrm, n which call centers are hsted. Clearspan Call Center delivers the fllwing real benefits t users: Efficient call handling and autmatic call distributin (ACD) state management by Call Center agents Integratin f nline directries with Click-T-Dial capability Real-time mnitring f agent and queue activity by Call Center supervisrs Real-time and Histrical reprting n agent and queue activity by Call Center supervisrs Alng with this fcus n design, Clearspan Call Center emplys the latest technlgy platfrms and cmmunicatins facilities. Mitel 48

48 Clearspan Receptinist - A carrier-class Internet Prtcl (IP) Telephny Attendant Cnsle, specifically develped fr hsted envirnments. It is used by frnt-f-huse receptinists r telephne attendants, wh screen inbund calls fr enterprises. Clearspan Receptinist realizes the prmise f IP telephny by enhancing business prcesses and delivering rich services in a user-friendly way. UNIFIED COMMUNICATIONS The key advantage f a cnverged large enterprise slutin with Clearspan is that all enterprise cmmunicatins, regardless f lcatin r premise equipment, are managed by a netwrk-hsted system. This means that all enterprise users benefit frm a cmmn set f features, a cmmn directry, cmmn enterprise dialing plans, and mst imprtantly, a cmmn end-user experience, n matter what their equipment r gegraphic lcatin. Cnsider the fllwing real-wrld example a large enterprise may have: A large PBX serving crprate headquarters Other PBXs r IP PBXs serving reginal r cuntry headquarters Branch ffices r new sites using IP phnes Sales r mbile wrkers with nly a mbile phne as their crprate handset Sales, mbile, r executive wrkers with bth a mbile and a fixed handset (and administrative assistants wh share their lines) Hme r cntract wrkers wh wrk frm a hme ffice ver a residential line The fllwing figure shws an example f hw a hetergeneus enterprise is served by an enterprise administratr s netwrk-hsted FMC slutin. Mitel 49

49 Figure 29. The Cnnected Enterprise. Key Functinality This sectin highlights sme f the key functinality prvided by cnverged enterprise slutins, as pwered by Clearspan. This list is nt exhaustive, but is meant t intrduce applicatins that can be used t help enterprises maximize the use f their system. Abbreviated dialing between PBX sites, IP phne sites, and 2G, 2.5G, 3G and 4G mbile users (bth intra-cuntry and inter-cuntry). Abbreviated dialing within the enterprise frm mbile statins. Click-t-Call dialing (with a cmmn lk and feel) frm PBX statins, IP phnes, hme ffices, r mbile phnes. Call Centers that span sites, r span cuntries fr example, a technical supprt line with a 24-hur fllw-the-sun strategy can have supprt calls g t Western Eurpe, Nrth America, r Asia, based n the specific time blcks within the day. Supervisrs can mnitr the Call Center frm anywhere in the wrld. Mbile/Landline Call Park and Pickup executives can take a call n their mbile, park the call, and then re-establish it frm a wireline phne in their ffice r in a cnference rm. Netwrk-based vice and vide mail. Simultaneus Ringing and single number calls t users ring n their enterprise landline and mbile handsets. Mitel 50

50 Multiple phne numbers executives with a wrldwide presence can have multiple phne numbers, fr example, a Frankfurt number, a New Yrk City number, a Tky number, and s n. The all-mbile branch ffice a small enterprise r a small branch ffice can chse t nly use mbile statins as their enterprise phnes. All business features are supprted n 2G, 2.5G, and 3G handsets, including enhanced business services like Mbile Receptinist. FIXED-MOBILE CONVERGENCE When Clearspan is cupled tgether with Clearspan s ptinal mbility slutin, Clearspan Cmmunicatr mbile, the crprate cmmunicatins suite takes Unified Cmmunicatins a step further t ffer users full freedm t chse hw and where t perfrm their business irrespective f device and gegraphical lcatin. The Clearspan Cmmunicatr mbile slutin, a client residing n prtable platfrms such as cellular phnes r tablets, allws users t access their Clearspan services via either Wi-Fi r cellular cnnectins, and t switch between the tw depending upn their lcatin and preferences. Clearspan Cmmunicatr mbile is a SIP User Agent (UA) client, supprted n the Apple OS and Ggle Andrid perating systems, and has been verified n a number f prtable devices. Key Functinality Sme f the key functinality prvided by the Clearspan Cmmunicatr mbile applicatin may include the fllwing: Initiate and receive vice and vide calls, instant messages, and file transfers. Maintain a cntact list in the client, which shws the presence status f friends, family, and clleagues. Integrate with Clearspan t prvide Instant Messaging, Grup Chat, and Cnferencing capabilities. Figure 30. Clearspan Cmmunicatr (n iphne) Screens. Mitel 51

51 MEET-ME CONFERENCING Clearspan ffers a full suite f cnferencing slutins, frm simple ad-hc cnferences such as N-Way calls, t full-featured Meet-Me Audi Cnferencing, which can supprt hundreds f participants and includes mderatr cntrls, web-based clients, and scheduling ptins. With Clearspan Meet-Me Audi Cnferencing, an administratr creates cnference bridges (which include a DID number in its definitin such as ) and designates Clearspan users as cnference hsts. The hst can create cnferences n the cnference bridge that has been assigned t them, with a unique cnference ID created fr each cnference. Participants dial the bridge number, enter the cnference ID, and are jined tgether n the cnference. The cnference can be scheduled as a ne-time event, a recurring event, r a reservatin-less cnference that is available at any time. Key Benefits f the Clearspan Slutin: Reduce csts The slutin runs n existing Clearspan servers, eliminating the need t intrduce additinal platfrms r third-party applicatins. Enhance the experience with high definitin (HD) vice The slutin supprts HD Vice (G.722 cdec), s that participants with HD-capable devices can experience the benefits f clear HD cmmunicatin. Reduce distractins during calls The slutin blcks Music On Hld frm ther Clearspan participants if they put the call n hld during a cnference, and supprts Lecture Mde which autmatically mutes all participants when they jin a cnference. Simplify ntificatins The Clearspan Meet-Me Cnferencing Add-in fr Micrsft Outlk allws hsts t quickly add a Clearspan Meet-Me Cnference t an Outlk meeting. Key Functinality The slutin supprts the fllwing key functinality: Reservatin-less and scheduled cnferences Outlk add-in fr participant ntificatins HD (G.722) audi supprt Dual-tne multi-frequency (DTMF) cntrls fr mderatrs and participants Web-based Cnferencing Mderatr client Participant Call Back ptin Blcking Music On Hld frm ther Clearspan participants Cnference Optins: Play tne r name when participants arrive r depart Rll call Lecture Mde Mute r unmute lines Mitel 52

52 Lck r unlck cnference Recrding Escape t Operatr Outdial t add participants NATIVE VIDEO CONFERENCING With the intrductin f release R20, Clearspan ffers a built-in Vide Cnferencing service. The feature adds vide capabilities in additin t the existing Clearspan vice cnferencing capabilities. Such services include N- Way Calling and Call Recrding (f vide) with cmbined utput. With this service, Vide cnferencing is supprted fr devices with reslutin up t 720p HD. The Media Server mixes the audi stream and the vide stream frm multiple participants and sends back a single vide stream and a single audi stream t each participant. Fr cnferencing services such as N-Way Calling, the same tiled vide image f up t six parties is sent t each participant. Fr mnitring services such as Call Recrding (f vide), with cmbined utput, the calling and called parties are presented with unique images as if they were directly cnnected. The mnitring party is presented with a tiled image f the calling and called party. Audi-nly participants are als supprted. They send and receive audi, but d nt send r receive any vide; therefre, they d nt affect what is displayed in the tiled image. Their audi is mixed with the audi frm the ther cnferencing participants. Figure 31. Clearspan Native Vide Cnferencing. Mitel 53

53 The multi-party Vide cnferencing service can supprt up t 15 vide participants. Of the cnnected vide participants, at mst six are displayed in a tiled layut. The same tiled layut is presented t all vide participants cnnected t the cnference. Only active vide participants (that is, participants wh are nt videmuted ) affect the display. Audi-nly participants als d nt affect the display. Additinally, the Active-Talker feature always displays the mst recent active participant (the last party t have spken) in the tp-left windw f the display as the largest tile, with the next five mst recent participants tiled arund the main display tile. WEB COLLABORATION The Clearspan Web Cllabratin service prvides users with a simple-t-use, secure set f web cllabratin tls. The service allws service prviders and enterprises t deply web cllabratin slutins quickly and easily with limited technical investment, since the majrity f the infrastructure is maintained and perated by Clearspan. The Clearspan Web Cllabratin service prvides users with the ability t meet nline and cllabrate, share dcuments and applicatins, view participant vide feeds, chat, and cmmunicate via an audi bridge r using VIP. Fr small and medium-sized businesses (SMBs) and enterprises, the Clearspan Web Cllabratin service enables them t deply a cst effective, web cllabratin service and immediately benefit frm increased prductivity and efficiencies that it prvides. There are tw clients available fr the Web Cllabratin service: A native client fr Windws and Mac platfrms - Used by sessin leaders and ptinally participants, it prvides all web cllabratin features. It is autmatically dwnladed and installed the first time a sessin leader jins a cllabratin sessin. Web Client n Windws, Mac, ipad, and Andrid tablets - Participants can jin web cllabratin sessins using a brwser. N sftware is installed n the participants PC, Mac, r tablet. Participants can ptinally jin a sessin using the native client. Key Functinality Sme f the key features delivered by the Web Cllabratin service include: Multi-pint vide This feature is used t view sessin leader s and participants vide with an unlimited number f vide feeds. The vide can be adjusted t 30 frames per secnd (FPS) and windw size can als be adjusted. Vide can be streamed and ccupy the entire screen, if desired. Public and private chat Share instant messages with all participants cllectively r individually. Public chats are recrded; hwever, private chats are nt. Internet and integrated audi Audi can be transmitted via an Internet cnnectin (VIP) r thrugh an integrated telecnference bridge. An integrated telecnference bridge allws users t cntrl audi functins via the sftware s interface. It als enables the system t call back participants t jin a telecnference. Desktp, Regin, and Applicatin sharing Sessin leaders can share their entire desktp, a prtin f their desktp, r a specific applicatin. Mitel 54

54 In-sessin File Transfer Send files frm their cmputer t participants n the cnference in real time. Synchrnized Web Brwsing Participants can view a web site in real time during a meeting. Interactive whitebard An pen space t create cntent, share ideas, utline prjects, and perfrm ther tasks. Anntatin and pinters Sessin leaders can fcus participants n certain areas with pinters, and can anntate n live screens, stred dcuments, and whitebards, including embedding images and adding text. Recrding and editing Sessins can be recrded and edited. They can then be psted t varius sites fr viewing. Recrdings cme in varius frmats that allw fr greater editing scpe and greater prtability. Feedback and plling Participants can prvide real-time feedback during the sessin n the pace r cntent, and the sessin leader can pst plling questins peridically t slicit feedback. Plling reprts are available later t review results. Tests and surveys Leaders can create tests and surveys, cntaining multiple-chice single answers, multiple-chice multiple answers, fill-in-the-blank, essay, and frmula questins. Test and survey reprts are available t review results later. The fllwing figures shw the interface fr the Web Cllabratin service fr bth the desktp and mbile platfrms: Figure 32. Desktp Web Cllabratin Screen Example Shwn with Dcument Shared. Mitel 55

55 Figure 33. Same Web Cllabratin Example Shwn n Tablet Screen. In additin t the actual in-sessin interface, the Web Cllabratin service prvides a number f intuitive setup and summary screens allwing fr system persnalizatin. Figure 34. Web Cllabratin "Hme" Screen Example. Mitel 56

56 Figure 35. Web Cllabratin "Green Meter" Screen Sample. The screen shwn abve summarizes sme f the benefits and savings that have been affrded thrugh the use f the Web Cllabratin service. BUSINESS TRUNKING Business Trunking, als called SIP Trunking, prvides SIP-based netwrk services t intercnnect user premises equipment (CPE) such as legacy PBXs r key telephne systems (KTS). Each business trunk represents a cncurrent call r vice channel fr premises equipment. Businesses require a certain number f trunks based n call traffic and the rate f versubscriptin fr their CPE. Business Trunking is transprt neutral and can be delivered thrugh multiple types f access, including T1/E1, DSL, and Ethernet. A single integrated access device (IAD) is used t cnnect the access line t bth user vice equipment and an Ethernet switch. Business Trunking prvides a platfrm fr persnal and grup enhanced services that can verlay the feature-functinality existing premises equipment. These differ frm TDM r ther VIP trunks. Enhanced services may include Unified Messaging, Find-Me/Fllw-Me (Mbility), Virtual Call Center, Interffice Aut Attendant, Web Cnferencing, and Vice VPN. Users can access and cnfigure these services in real time thrugh the CmmPilt Persnal Prtal. Fr multi-site businesses, verlay services can ffer a cnsistent set f feature-functinality t all users. These services can help t integrate multi-site peratins and increase staff cntact hurs and mbility. The range f applicatins ffered by Clearspan enables enterprises t ffer an attractive migratin. In additin t Business Trunking, the enterprise can verlay their existing PBX r KTS with enhanced feature-functinality and inter-ffice Vice VPN. When the CPE is scheduled fr its end-f-life time, the entire enterprise can be cnverted t the Clearspan platfrm. All users, regardless f applicatin and thrughut the transitin, are managed in the same grup with a cmmn dial plan, feature set, and management interface. BUSINESS SERVICES There are a number f business fcused services available t enterprises ffering UC services using the Clearspan platfrm. These services allw business users t cntrl where, when, and hw they cmmunicate. In additin t the clients available t users, and cllabratin tls as addressed in the previus sectin, Mitel 57

57 Clearspan ffers services such as the Executive/Assistant and Flexible Seating services t further expand the business users cmmunicatin flexibility. Executive Assistant Services The Clearspan Executive/Assistant service allws Executive type users t cntrl hw their incming and utging vice services can be directed r cntrlled in cnjunctin with an Executive Assistant. With release R20, the Clearspan Executive/Assistant service has been extended t g beynd the traditinal 1-1 relatinship that might exist between an Executive and an Executive Assistant user. The enhanced service allws the creatin f pls f bth Executive type users and Assistant type users. Frm these pls f users, assciatins can be made based upn: 1 Executive user t 1 Executive Assistant user 1 Executive user t multiple Executive Assistant users Multiple Executive users t a single Executive Assistant user Multiple Executive users t multiple Executive Assistant users Figure 36. Clearspan Executive Assistant service. Once these pls f users (Executives and/r Executive-Assistants) have been prvisined, and the services assigned, the users can make use f the applicable call management features such as Call Frward, Call Pull, SCA etc. fr managing the vice cmmunicatins f the Executive user. Executive- Assistant users can pt-in and pt-ut f this service frm either the vice prtal r the phne client interface, withut requiring additinal supprt r cnfiguratin frm system administratrs. Mitel 58

58 Executive User Prvisining Users becme executive users when they have been assigned the Executive service. The executive user can then cnfigure the fllwing via the Executive service: Assistants The executive can cnfigure the list f assistants that are assigned t the executive, and can set whether r nt the assistants can pt in r pt ut. The list f assistants is rdered fr sequential alerting purpses, and all assistants must be within the executive s grup/enterprise. Filtering The executive can cnfigure whether filtering is enabled, the filtering mde t use fr filtering, the filter type t use fr the simple filtering mde, and the criteria t be used fr the advanced filtering mde. Screening The executive can cnfigure whether screening is enabled, the alert type t use fr screening, and whether t alert specific types f lcatins fr screening. Alerting The executive can cnfigure the alerting mde fr filtered calls, the cntents f the Calling Line ID (CLID) name and number fr filtered calls, the timer fr advancing t the next assistant fr filtered calls using the sequential alerting mde, the timer fr triggering the rllver actin fr filtered calls, the rllver actin t apply fr filtered calls, and the timer t use fr call push recalls. Executive-Assistant User Prvisining Users becme assistants when they have been assigned the Executive-Assistant service. The assistant can then cnfigure the fllwing via the Executive-Assistant service: Divert The assistant can cnfigure whether the divert ptin is enabled, and the address t divert filtered calls t. Opt-in/Opt-ut Fr any executive the assistant is assigned t that has the Executive service s Allw Assistants t Opt-in/Opt-ut f Pl ptin enabled, the assistants can cnfigure whether they have pted in r pted ut fr that executive. Executive Settings Fr any executive the assistant is assigned t, the assistant can access and mdify the filtering, screening, and alerting cmpnents f the Executive service cnfiguratin fr the executive. Hwever, the assistant s cmpnent f the Executive service cnfiguratin fr the executive cannt be accessed r mdified by the assistant. Additinally, this feature makes the Clearspan Anywhere E.164 Dialing feature access cde (FAC) available fr use when a user has been assigned either the Clearspan Anywhere service r the Executive-Assistant service. The default fr the feature access cde remains as *14. Fr mre infrmatin n the riginal Clearspan Anywhere E.164 Dialing feature access cde, see the Clearspan Service Guide Dcument. Flexible Seating Guest Service This feature intrduces a new Clearspan user service called Flexible Seating Guest service t Clearspan. When this service is authrized t a grup, the Clearspan administratr can prvisin a list f Flexible Seating Hsts which can be shared acrss multiple users as needed. A Flexible Seating Hst is a virtual subscriber prvisined with a phne device. Mitel 59

59 Figure 37. Clearspan Flexible Seating service. A Clearspan user with the Flexible Seating Guest service enabled can create an assciatin with the Flexible Seating Hst in the same grup (r enterprise depending n the access level f the Flexible Seating Hst). After the Hst-Guest assciatin is established, the Hst-phne device is recnfigured with the guest user s device settings and becmes the guest s alternate device. The Flexible Seating feature has similar functinality t the Hteling features. Hwever, the Flexible Seating Guest feature is different frm the Hteling feature in sme ways. The main differences between the cmmn Hteling feature and the Clearspan Flexible Seating Guest feature are as fllws: Recnfiguring hst s phne with guest s device files - With a Hteling feature, the Hteling Hst s phne device is always cnfigured with the hst s prfile settings. When a Hteling Guest uses the Hteling Hst s phne device, the device settings, fr example, line key settings, cntact directry, and s n, are fr the hst, and nt the guest. With the Flexible Seating feature - The Flexible Seating Hst s phne device dwnlads and is recnfigured with the Flexible Seating Guest s device files when the guest is assciated with the hst. The device settings are fr the guest, nt the hst. Alternate device - In the Hteling feature, when a Hteling Guest is assciated with a Hteling Hst, the hst device is treated as a replacement f the guest s primary device. The call riginatins frm guest s primary device are nt allwed except fr emergency calls. The guest s primary device is nt alerted n incming calls t the guest. In the new Flexible Seating feature, when a Flexible Seating Guest is assciated with a Flexible Seating Hst, the hst device is recnfigured with the guest s device settings and is treated as an alternate device f the guest. The call riginatins frm guest s primary device are als allwed. The guest s primary device is als alerted n incming calls t the guest. T use the Flexible Seating feature, a Clearspan user with the Flexible Seating Guest service enabled cmes t the physical lcatin where a cmmn-use Hst phne device is prvided fr guests. The Mitel 60

60 Guest Clearspan user creates the Hst-Guest assciatin by lgging in t the phne r via vice/web prtal, and the phne becmes a leased phne fr the time duratin restricted by the Flexible Seating Guest service and the Flexible Seating Hst. The flexible seating assciatin is nt cmpleted until all the fllwing prerequisites are met: The guest user has the Flexible Seating Guest service assigned and enabled. In the enterprise mdel, the access level (enterprise r grup) f the Flexible Seating Hst allws the guest user t assciate with the hst. The device prfile type f the Flexible Seating Guest service matches the device prfile type f the Flexible Seating Hst. CLEARSPAN CALL CENTER The Clearspan Call Center slutin prvides custmers with a highly flexible, feature-rich, fully integrated Autmatic Call Distributin (ACD) and Call Center service that addresses the requirements f demanding business custmers. The service includes simple hunting and queuing fr individuals and wrk grups t sphisticated call distributin and ruting, cnditinal annuncements, agent availability states, Interactive Vice Respnse (IVR), desktp clients, and mnitring and reprting fr mre cmplex call center envirnments. Here are sme f the key capabilities which make the Clearspan-based slutin superir t an alternative ACD platfrm. Sme f the key features and benefits: Virtual call centers A call center grup can include any user, regardless f lcatin. Inbund calls can efficiently reach a brader set f agents, including agents at different lcatins, hme-based wrkers, and agents wrking frm temprary lcatins. On-demand service Organizatins can deply the service in days instead f mnths, since the nly activity is t cnfigure and activate the Call Center service fr the enterprise. There are n platfrms t install and integrate. Carrier-class availability Because the same slutin is als available t service prviders, Enterprises deplying the slutin benefit frm the additinal resilience and fault tlerance demanded by carriers cmpared t platfrms traditinally targeted t the enterprise market. With the prper cnfiguratin, if a physical site is unreachable due t either pwer r transmissin issues, inbund calls can be ruted t alternate lcatins r callers can receive an annuncement, instead f a busy signal and unanswered calls. Supprts bth small/simple and large/cmplex envirnments The Clearspan Call Center slutin can be cnfigured t supprt any envirnment, frm the mst simple queuing t cmplex call centers, allwing even the smallest rganizatin t btain access t features that were previusly ut f their reach. Sme f the key cmpnents f the Clearspan Call Center slutin are the hsted web applicatins that are used by agents and supervisrs. The clients, referred t in this dcument as the Clearspan Agent client and the Clearspan Supervisr client are described in the Clearspan Hsted Thin Call Center User Guide. Mitel 61

61 Key Features The fllwing are sme f the key features prvided by the Clearspan Call Center slutin: Inbund Interactive Vice Respnse Callers can use an Autmated Attendant t get ruted t the mst apprpriate set f agents, with different ruting ptins fr business hurs and nn-business hurs. Autmatic Call Distributin (ACD) Intelligent call distributin selects an available agent using a cmbinatin f the agent s line state, availability setting, and skill level, r a cmbinatin f the agent s line state, availability setting, and a call distributin algrithm (direct agent hunt, mst idle hunt, simultaneus ringing, weighted distributin). Queuing Calls are queued when all the agents are busy, with the assciated entrance annuncement, music, r vide n hld, and peridic cmfrt messages played t the caller while they wait. Queued Call Priritizatin Calls in queue can be priritized based n their time in the queue and the dialed number (DNIS). Custmized Audi and Vide Greetings and Annuncements Callers can receive custm greetings and annuncements based n the dialed number (DNIS) when they reach a call center, when they are waiting in a queue, r when they are reruted t alternate lcatins. Custmized Whisper Annuncements Agents answering ACD calls can hear a custm whisper annuncement befre being cnnected t the caller. This allws custmers t prvide specific call instructins prir t the call based n the dialed number (DNIS). Time and Schedule-based Ruting Inbund calls are ruted t alternate destinatins during nn-business hurs and hlidays. Cnditinal Ruting Calls can be reruted based n varius cnditins, such as bunced calls, stranded calls, calls that have waited t lng, and calls that reach a call center with an excessive number f queued calls. Temprary Frced Ruting Calls can be autmatically reruted t alternate lcatins due t a temprary cnditin in the call center. Outbund Calling Outbund calls frm agents can be assciated with a call center, t supprt utbund dialing campaigns. Agent and Supervisr Clients Intuitive interface prvides greater agent prductivity and management versight. Dashbard Real-time mnitring f agents and queues tracks current state and current perfrmance f agents and queues. Reprting Real-time and histrical reprts track key perfrmance indicatrs (KPIs). Users have capability t schedule reprts and system prviders have the ability t custmize reprts. Extensin Mbility using Clearspan Remte Office r Clearspan Anywhere Agents can receive r make calls frm remte lcatins (hme, alternate lcatin) r their mbile device. Shared Wrkstatins using Clearspan Hteling Agents can easily lg in at a shared wrkstatin and/r phne while maintaining their user settings. Mitel 62

62 Unified Messaging fr Vice, Vide, and Fax Clearspan Unified Messaging can be used with a call center supprting vice messages, vide messages, and fax messages, with the message frwarding t an address r alias. Cnferencing Agents can quickly escalate calls t a supervisr r engage ther subject matter experts within the rganizatin using the integrated Clearspan Cnferencing services. Clearspan Call Center interfaces The Clearspan Call Center slutin prvides agent and supervisr users with intuitive graphical user interfaces (GUIs), which facilitates the users ability t perfrm their respective tasks. Clearspan Call Center Agent Users The Clearspan Call Center Agent client prvides users with a rich set f features designed t supprt the needs f a call center Agent user including: In-bund Call Infrmatin - When an inbund call arrives, the Agent client has a Glbal Message Bar that prvides the user with the infrmatin abut the call. Active Call Management - The client prvides intuitive buttns fr the cmmn call handling functins, such as answer, hld, transfer, cnference, and end, plus the ability t initiate utbund calls. Set Availability States - The client includes buttns and drp-dwn ptins t set availability states, including Available, Unavailable, Unavailable Reasns (lunch, training, break, and s n), Wrap-up, and Sign-in/Sign-ut. Online Directries with Click-t-Dial - Online directries are available in the client, including the enterprise r grup directry, persnal directries, speed dials, and the user s Outlk directry (includes the ability t use Click-t-Dial t initiate an utbund call). Call Escalatin - Agents can quickly escalate a call t a supervisr using the Escalate r Emergency Escalate buttns n the client. This is designed t quickly invlve a supervisr n a custmer call. Aut-answer Optins - Agents with phne headsets can have inbund calls autmatically answered (aut ff-hk) using settings in Clearspan r n the client. Enhanced Reprting - The Clearspan Agent client prvides a set f reprts that shws the agent s activity ver a specified perid f time. Mitel 63

63 Figure 38. Clearspan Call Center Agent Thin Client. The main elements f the Call Center Agent client windw are brken dwn int the fllwing cmpnents: Lg Pane - The Call Center main windw interface cntains a lg pane that displays the Call Center client r cmpany lg, glbal messages, links t ther interface elements r Call Center functins, and infrmatin abut the lgged-in user. The links that are prvided include: Reprting Prvides access t Call Center Reprting. Settings Prvides access t client cnfiguratin pages. Help Opens the Clearspan Hsted Thin Call Center Agent/Supervisr User Guide. Sign-Out Signs yu ut f the call center and allws yu t save yur wrkspace. Glbal Message Area This is lcated t the right f the Call Center name. The Glbal Message Area is used by Call Center t display varius infrmatin, warnings, and errr messages t the user. A message is displayed fr several secnds and then it disappears. Call Cnsle This is lcated n the left side f the Call Center main page. It allws users t manage their current calls. The main area f the Call Cnsle displays yur current calls and allws yu t take actins n them. In additin, the Call Cnsle cntains the fllwing panels: Dialer This is where yu dial ad hc numbers. Cnference Call This is where yu manage cnference calls. Cntacts Pane This is the middle pane f the Call Center main page. The Cntacts pane prvides users with cntact directries and allws users t use their cntacts t make r manage calls. The Cntacts pane cntains the fllwing areas: Mitel 64

64 Search Panel Used t search fr cntacts. Enterprise/Grup Panel Cntains the cntacts in users Clearspan grup directry (if yur grup is part f a service prvider) r enterprise directry (if yur grup is part f an enterprise. Cmmn Pane Cntains the cntacts in user s grup's cmmn phne list cnfigured by their administratr. Persnal Panel Cntains cntacts frm the user s Clearspan Persnal Phne List. Supervisr s Panel Prvides the list f user s supervisrs. The main purpse f this directry is t allw yu t cntact a supervisr quickly. Speed-Dial Panel Allws users t manage Speed Dial 8 and Speed Dial 100 cntacts. It is available t users wh have been assigned Speed Dial 8 and/r Speed Dial 100 services. Queues Panel The Queues panel, available t bth agents and supervisrs, it lists the call centers users are staffing as an agent. Custm Directries Panel A custm directry cntaining a subset f the cntacts in a user s Clearspan grup r enterprise directry. Instant Message Panel Displays IM&P cntacts a user is subscribed t alng with presence states. Users can chat with any cntact that has an IM&P service assigned n Clearspan, but users can nly see the presence state f the cntacts t which they are subscribed. Outlk Panel Cntains a user s Outlk cntacts. This panel is available t users nly if they have the Outlk Integratin service assigned. Directries panel Cnslidates the cntacts frm the fllwing directries: Enterprise/Grup, Custm, Persnal, Outlk, and Speed Dial. This panel is always visible. Users can chse which directries t display in the Directries panel and can cllapse the panel, but they cannt clse it. Dashbard Pane This is lcated n the right-hand side f the Call Center main page. The Dashbard pane allws agents t mnitr the call centers t which they are assigned and prvides key indicatrs fr each. Sme fields are clr-cded t prvide visual indicatrs f threshld severity. Figure 39. Dashbard Pane (Agents). Mitel 65

65 The fllwing infrmatin is prvided fr each mnitred call center: Call center name The name f the call center. Service Mde (Premium call centers) The mde in which the call center currently perates. This field can have ne f the fllwing values: Night Service, Night Service Override, Hliday Service, Frced Frwarding, and Nne. Current Calls in Queue This is the number f queued calls expressed as a rati f the ttal queue capacity fr that call center. Fr example, 6/10 means that there are six calls in the queue, which can queue a maximum f ten calls. Lngest Waiting Call This is the waiting time f the call that has been in the queue the lngest. EWT (Expected Waiting Time) This is the estimated time a caller has t wait in this queue befre their call is answered. AHT (Average Handle Time) This is the average time it takes t prcess a call in this queue. ASA (Average Speed f Answer) This is the average time a caller spends in the queue befre the call is ffered t an agent. Staffed This is the number f agents that are in Sign-In, Available, Unavailable, r Wrap-Up ACD state, as a rati f all agents assigned t this call center. The fields that prvide clr-based visual indicatrs are Current Calls in Queue, Lngest Waiting Call, EWT, AHT, and ASA. Clearspan Call Center Supervisr Users Supervisrs are Clearspan Call Center users wh are respnsible fr managing the call center and the agents wh service thse call centers. Additinally, Supervisrs can als perfrm Agent functins when needed. Each Supervisr may be assigned the Clearspan Supervisr client that prvides them with the ability t perfrm the tasks demanded by the rle at the click f a buttn. Mitel 66

66 Figure 40. Clearspan Call Center Supervisr Thin Client Main Windw. The Lg Pane, Glbal Message Area, and Cntacts Pane will be similar in layut and functin between the Supervisr and Agent user type. Hwever, in the Cntacts Pane, Supervisr users will be prvided with a list f the Agents that they are mnitring and their current activity status as fllws: Figure 41. Supervisr s Cntacts Pane Agents Panel. In additin t the Agent tasks that they can perfrm, Call Center Supervisr users can als perfrm the fllwing tasks: Retrieve a Call Retrieve calls frm the queue and answer the calls themselves. This effectively transfers the call ut f the queue t the Supervisr. Transfer a Call Transfer calls frm ne Call Center queue t anther. This type f activity wuld be useful in scenaris in which a supervisr ntices a particular call center is swamped with calls and calls cming int the queue are nt serviced effectively. The supervisr has the ability t transfer thse calls frm the busy call center t anther call center r any ther destinatin t ensure that the calls are serviced in an effective manner. Prmte a Call Prmte a lwer pririty call t a higher pririty. Fr example, the supervisr may recgnize a caller within the number and may prmte the call t a higher pririty t ensure the call is answered mre quickly. Rerder Calls The supervisr has the ability t rerder existing calls in a queue. Calls tward the end f the queue can be mved t the frnt f the queue and vice versa. The Mitel 67

67 supervisr can make a decisin t mve imprtant calls, based upn selective criteria, t the frnt f the queue s that these calls are serviced with a higher pririty. Mnitr Next Call The supervisr can mnitr the next call received by a call center r a particular DNIS in a call center. One area where the clients fr Agents and Supervisr differ is in the Dashbard Pane. Unlike the windw fr Agent users, where the Dashbard is a pane within the main windw, Supervisrs can access the Supervisr Dashbard windw thrugh a link prvided at the tp right f the Lg Pane f the main windw. Figure 42. Supervisr s Dashbard Windw. The supervisr Dashbard is divided int tw parts with queue infrmatin in the tp half and agent infrmatin in the bttm half. The infrmatin is updated at a cnfigurable refresh rate. The default is 5 secnds. Queue Infrmatin The Supervisr Dashbard displays each call center queue n a separate line and prvides the fllwing infrmatin abut each queue: Name This is the name f the call center. Status (Premium call centers) This identifies the service mde in which the call center is currently perating, which can be ne f the fllwing: Night Service, Night Service Override, Hliday Service, Frced Frwarding, and Nne. Calls in Queue The number f queued calls expressed as a rati f the ttal queue capacity fr that call center. Fr example, 6/10 means that there are six calls in the queue, which can queue a maximum f ten calls. Mitel 68

68 Lng Waiting Call This is the waiting time f the call that has been in the queue the lngest. EWT (Expected Waiting Time) The expected waiting time f calls in the queue. AHT (Average Handle Time) The average handling time fr calls in the queue. ASA (Average Speed f Answer) The average amunt f time a caller spends in the queue befre the call is ffered t an agent. Staffed (Agents) The number f agents managed by yu that are in Sign-In, Available, Unavailable, r Wrap-Up ACD state, as a rati f all agents managed by yu fr this call center. Idle (Agents) The number f agents wh are in the Available ACD state but presently nt n a call. Unavailable The number f agents wh are signed in t the call center but nt available t take calls. Shw Agents When this check bx is selected, the agents wh are jined in the call center are displayed in the Agents area f the Dashbard. Agent Infrmatin - Infrmatin abut the agents fr the selected queues. Supervisr agents select the queues fr which they want t view agents infrmatin by checking the Shw Agents bx n the lines fr the queues in the Queues area f the Dashbard. The fllwing infrmatin is prvided fr each displayed agent: Name - The agent s name. Queues (ttal) - The ttal number f queues t which the agent is assigned. This number is a link, which when clicked, pens a dialg bx that lists the agent s queues. Sign-In Time - The agent s mst recent sign-in time. Sign-In Duratin - The amunt f time that the agent has been signed in. Call State (Time) - The call state and time n the current call. The call state can be Idle, Ringing, r On a call. If an agent is in multiple calls, the call time reflects the time f the lngest running call. When a call is released, then the call time reflects the time n the remaining calls. Agent State (Time) - The agent ACD state and time. If an agent is unavailable, the unavailable cde is shwn. % Available - The time that the agent was available t take calls shwn as a percentage f the duratin f the current sign-in. Avg. Busy In - The average time spent by the agent n an incming ACD call. Avg. Busy Out - The average time spent by the agent n an utging ACD call. Avg. Wrap-Up -The average time spent by the agent in a pst call wrap-up. Fields that prvide visual indicatrs are Call State (Time), On Call, Idle, Agent State (Time), Unavailable, Avg. Busy In, Avg. Busy Out, and Avg. Wrap-Up. Mitel 69

69 Clearspan Call Center Reprting The Clearspan Call Center Reprting facility prvides users with a cmprehensive set f reprts n agents, queue activity, and the key perfrmance indicatrs (KPIs) f the call center as a whle. Reprts can be generated in real time in the Clearspan Agent and Supervisr clients fr varius time frames and intervals. Alternatively, reprts that are required t be generated frequently may als be scheduled by administratrs and supervisrs and then delivered via at the apprpriate time. The reprts nly allw visibility t the data that the user has permissin t see. Agents can nly view reprts n themselves, while supervisrs can nly view reprts n call centers r the agents they supervise. Administratrs can run reprts n all entities within the enterprise. The Call Center reprts are designed t prvide supervisrs with a clear understanding f the perfrmance f the call center as a whle, r individual agents. Agents, supervisrs, and administratrs use reprts t btain the key perfrmance indicatrs frm either a real-time r histrical perspective. There are ver a dzen pre-created canned reprts prvided as part f the slutin, and additinal reprts may be added by creating custm reprts. Real-time reprts can prvide perfrmance data up t the current time. In these cases, the users select the time perid (start-time and end-time) f the interval f interest. When nt prvided, the end time is assumed t be the current time (that is, the time at which the reprt request is executed). Histrical reprts prvide data up t a specified time that ccurred in the past. In these cases, the user must select the start time and the end time f the reprt time interval. The data cllected by the reprts can be presented in either tabular r graphical frm. A sampling f sme f the available reprts is shwn in the fllwing figure. The number f Calls by Call Type can be displayed in a pie chart shwing the percentage and cunts fr each type f call handled by the agent(s) fr the reprting perid. Figure 43. Call Center Reprting Pie Chart View. Alternatively, the Number f Calls by Call Type can be displayed in tabular frm. The table includes a rw per interval fr each agent wh is active ver the interval. It als includes the fllwing summary rws: Mitel 70

70 Figure 44. Call Center Reprting Table View. The Agent Call by Skill Reprt template is a real-time reprt template that can be used by administratrs, agents, and supervisrs t request real-time r histrical reprts. It is an interval-based reprt template. The reprt prvides infrmatin abut the number f ACD calls an agent has received at different skill levels. Figure 45. Call Center Reprting Skill Level Utilizatin. The Agent Duratin Reprt template is a real-time reprt template which can be used by administratrs, agents, and supervisrs t request real-time r histrical reprts. This is an interval-based reprt template. The reprt prvides infrmatin related t the duratin f calls handled by agents. Mitel 71

71 Figure 46. Call Center Reprting Agent Duratin. Call Center License Offerings The Clearspan Call Center slutin is ffered with three licensing ptins designed t enable a wide range f deplyment envirnments. The call center licenses are assigned at the user level. Therefre, there is n restrictin n the number f call centers that can be created. Any user with an apprpriate call center user license can be assigned t a call center. Basic Call Center A Basic call center is designed t supprt a simple call distributin and queuing scenari, such as a frntffice receptinist r a small wrk grup. Inbund calls are distributed based n the agent s line state and jin status. Callers receive apprpriate entrance and queue messages, and calls can verflw t alternate lcatins if they wait t lng in queue r if the queue is beynd capacity. This type f call center des nt supprt Agent ACD states, Clearspan Agent client, r Reprting. Any user with a call center license can be assigned t a Basic call center. Standard Call Center A Standard call center is designed t supprt a nrmal call center envirnment where flexible ruting ptins are needed and the agent s wrkflw dictates the need fr ACD states such as Available, Unavailable, and Wrap-up. In additin, Standard call centers are designed t supprt deplyments that require clients such as the Clearspan Agent client and Reprting. Any user with a Standard r Premium call center license can be assigned t a Standard call center. Premium Call Center A Premium call center is designed t prvide the mst advanced set f ruting and call management ptins t supprt a frmal call center envirnment. It supprts such capabilities as multiple dialed number identificatin service (DNIS) numbers being assigned t a single call center, agent skill levels fr Mitel 72

72 directing calls t mre skilled agents, additinal unavailable cdes fr when agents are nt able t take calls, and dispsitin cdes t assciate with ACD calls, utbund calling, and silent mnitring f agents. Only users with a Premium call center license can be assigned t a Premium call center. CLEARSPAN RECEPTIONIST Clearspan Receptinist is a carrier-class Internet Prtcl (IP) Telephny Attendant Cnsle, specifically develped fr hsted envirnments. It is used by frnt-f-huse receptinists r telephne attendants, wh screen inbund calls fr enterprises. Clearspan Receptinist realizes the prmise f IP telephny by enhancing business prcesses and delivering rich services in a user-friendly way. Clearspan Receptinist delivers the fllwing real benefits t users: An elegant design that is aesthetically pleasing An ergnmic design that fllws the natural wrk flw f a call frm the left t the right f the screen Imprved business prcesses as nly valid ptins are presented t the attendant Prfessinal call handling as critical infrmatin is available in real time Accurate delivery f messages thrugh a ne-step prcess when peple are unavailable Web-based interface, accessible frm a web brwser Clearspan Receptinist can be used under a number f different peratinal scenaris. These scenaris include: After Hurs Allws peratrs t autmate switching frm day t night mde. Call Center Queue Allws peratrs t mnitr and cntrl calls in a Call Center queue, and t manage their availability status. Hteling Allws multiple part-time peratrs t share a single lg-in sequence when they change shifts. Lw Traffic Single receptinist answering ne r mre dedicated main line numbers. High Traffic Mre than ne attendant cnsle managing multiple dedicated main line numbers. Netwrk Attendant Cnsle Gegraphically dispersed peratrs supprting each ther in an enterprise cnfiguratin. Multi-tenanted Offices One r mre peratr answering calls n behalf f different rganizatins. Optinal Vice Mail Transfer Operatr has the added ability t transfer calls t vice mail fr cntacts in a grup/enterprise that are busy r unavailable. Mitel 73

73 Figure 47. Clearspan Receptinist Cnsle. The Clearspan Receptinist Cnsle interface cntains the fllwing main wrk areas: Lg pane The Lg pane displays links t ther pages r functins f Receptinist and prvides infrmatin abut the lgged user. It als displays errr, warning, and infrmatin messages t the user. Call Cnsle This is where users view and manage their current calls. Queued Calls pane This is where users manage queued calls. Users will need t have the Clearspan Supervisr service assigned t have access t this feature. Cntacts pane This pane cntains the user s cntact directries, which are used t make calls t cntacts and mnitr selected cntacts. Settings pages Users use the Settings pages, accessed via the Settings link, t cnfigure varius aspects f Receptinist. Call Histry dialg bx Users use the Call Histry dialg bx t view and return their past calls. Chat windws Users use a Chat windw t chat with Instant Messaging and Presence (IM&P) cntacts. Mitel 74

74 There are multiple cntact directries that are available t the user, and these may include: DIRECTORY NAME CONTENTS COMMENTS Favrites This cnsists f the cntacts whse phne status the user is currently mnitring. The list f cntacts t mnitr must be cnfigured fr the users r by them directly n the web prtal. Mnitring is limited t 200 static cntacts enterprise-wide. Grup/Enterprise Grup/Enterprise Cmmn Persnal Speed Dial Instant Message This cnsists f all cntacts in the user s Clearspan grup r enterprise directry. This is the same directry that can be accessed thrugh the web prtal. Hwever, if the enterprise administratr has restricted the access t the enterprise directry, the user can nly see the cntacts in their grup. This cnsists f all cntacts in the user s grup/enterprise's cmmn phne list cnfigured by their administratr n Clearspan. This cnsists f all cntacts in the user s persnal directry n the Clearspan web prtal. This cnsists f all speed dial cdes cnfigured fr r by the users fr their Speed Dial services. This cnsists f the IM&P users that the user is subscribed t. Users can dynamically mnitr cntacts in their Grup/Enterprise directry. The maximum number f cntacts they can dynamically mnitr is cnfigured by their administratr and cannt exceed 100. The directry may be empty if the administratr has nt cnfigured any cntacts. Users will need t have Speed Dial 8 and/r Speed Dial 100 services assigned. Users will need t have the Integrated IM&P r Third-Party IM&P service assigned. Queues This cnsists f the call centers and assciated DNIS numbers that users are staffing as an agent r supervising. It allws the user t transfer calls int queues quickly. Users will need t have Call Center service assigned. Mitel 75

75 DIRECTORY NAME CONTENTS COMMENTS LDAP (search nly) Custm: <custm cntact directry name> This cnsists f all users fund in the cnfigured LDAP directry. Receptinist prvides the user with search access t LDAP and results are displayed in the Search tab. This cnsists f all cntacts in the user s custm cntact directries cnfigured by the administratr n the web prtal. Each custm directry is displayed in a separate tab. The directry needs t be cnfigured by the system administratr. Otherwise, it is nt visible. Users als need t have the LDAP Integratin service assigned. Users may nt have any cntact directries r they may have several. Outlk This cnsists f all f the user s Outlk cntacts. Users will need t have Outlk Integratin service assigned. Mitel 76

76 SYSTEM MANAGEMENT Clearspan prvides tw methds f Clearspan system management: standard web prtals and OpEasy. Web prtals cme standard with the prduct, while OpEasy simplifies the prvisining, reprting and MACD activity and is purchased as an ptin. Mst administratrs wuld use bth the web prtals and OpEasy t mst effectively manage the Clearspan platfrm. Each is described in the fllwing sectins. OPEASY OpEasy is a suite f applicatins that prvide enhanced functinality fr users, administratrs, and peratins persnnel fr the Clearspan system. These applicatins include Aut Install and XML features fr Clearspan phnes, Bulk Prvisining and Template Builder fr cnfiguratin and prvisining f the system, and SNMP Manager fr mnitring and system errr ntificatin. The fllwing figure shws the main screen after the OpEasy lgin. Figure 48. OpEasy Main Screen. The OpEasy management suite prvides users with the fllwing capability: Administrative Tls - A web applicatin that allws access t System Administrative type activities. Emergency Gateway Manager - A web applicatin that prvides cnfiguratin fr the 911 Enable Emergency Gateway servers equipped n the Clearspan system. The Emergency Gateway Manager service autmatically updates, creates, and deletes endpint recrds in the 911 Enable Emergency Gateway n a peridic basis fr all users cnfigured in the Clearspan system. Lgin Management - A web applicatin t add, edit and delete OpEasy administratr accunts. This applicatin als prvides the ability t custmize privileges per administratr. Mnitring A set f web applicatins that prvides cnfiguratin fr cmpnents t be mnitred by the system. The status fr all cnfigured devices is displayed in the System Status applicatin. Mitel 77

77 System Status - A web applicatin that prvides a view f varius statuses including status f system services, cmpnents and last database audit. The system service display shws status fr all services n bth EMS servers and indicates if a service is active n the primary r secndary (in case a failure has caused the secndary t take ver as active fr a given service). The ability t run an n-demand database audit is als prvided. There is als an SNMP Manager applicatin that manages, displays, and reprts received SNMP traps (event ntificatins) sent by Clearspan devices. The SNMP traps identify bth nrmal and failure events that have ccurred at the sending Clearspan device. The SNMP Manager recrds traps in an OpEasy database and cntrls the subsequent reprting f thse traps. Traps can be displayed, frwarded t ther SNMP managers, and/r reprted in messages t select users. Using the SNMP Manager, the user can display bth recent and histrical traps. In additin, the reprting f traps can be thrttled t prevent verntificatin. Prvisining - A web applicatin that prvides a mre simplified methd f manipulating Clearspan users and their assciated devices than the riginal Bulk Prvisining applicatin. This applicatin als prvides the ability t add certain features t users and t create templates. Additinally, a Bulk Prvisining applicatin prvides functins t bulk insert prvisining data fr users, phnes and Surg vic using Excel spreadsheets. It als prvides an exprt functin t extract user and phne infrmatin int a spreadsheet fr review. Reprting - A web applicatin that prvides reprting capabilities. Currently three reprts can be generated at an Enterprise level the Inventry Reprt, the Enhanced Inventry Reprt and the License and Optinal Services Reprt. In additin, the System License Reprt can be generated at a System level. These reprts are generated in Excel spreadsheet frmat. In additin t the built-in reprting capability, the OpEasy Reprting facility administratrs can search fr and display CDR recrds meeting a specific set f criteria. Administratrs can then initiate a dwnlad f the search results as a file cntaining CDR recrds in the Bradsft AS standard CDR file frmat. The display f the CDR recrds n the CDR Query page f Reprting displays the numeric cdes in a human readable frm. In additin t displaying a numeric cde in fields, OpEasy displays a text mnemnic that describes that cde t make it understandable. OpEasy Additinal Features: Aut Install - A system service that wrks in cnjunctin with Clearspan SIP terminals t greatly simplify the set, test and detail f the desktp phne. Cnfiguratin File Manager - A system service that autmatically encrypts phne cnfiguratin files as they are updated frm the Clearspan system. DB Optimizer - A system service that peridically ptimizes the database tables and prunes (the SNMP trap infrmatin) t cnfigured limits. Mitel 78

78 WEB PORTALS The web prtals prvide multiple tiers f secure, web interfaces that enable cnfiguratin and management f features fr the end-user, grup/enterprise administratr, and enterprise administratr. Specific layers in the administrative hierarchy are described as fllws: System Administratr Web Prtal - Allws access t all levels and pages in the system. These web pages permit ffsetting respnsibilities t enterprise administratrs r user service representatives (prvisining administratr). Enterprise Administratr Web Prtal - Allws enterprise administratrs access t system-level set-up and mnitring functins, as well as grup and persnal management. The enterprise administratr web prtal differs frm the system administratr access in that nly tasks related t an enterprise administratr are accessible, rather than functins fr mnitring and maintaining Clearspan. Grup Web Prtal - Fr business grup administratrs, distributes sme f the enterprise administratr respnsibilities and management t the grup administratr, empwering the cmpany t prvisin features t users and t manage grup-related activities. Grup administratrs have the ptin f establishing an additinal department layer f administratin (fr example, Sales r Engineering). This capability is especially useful fr larger enterprises that want t distribute respnsibilities fr day-t-day administratin t department administratrs. Persnal Web Prtal - Grants easy access t feature cnfiguratin and management t individual users. Activating and custmizing services such as Call Frwarding and Call Ntificatin is simple and intuitive. Figure 49. Hierarchy f the Clearspan Web Prtal. Mitel 79

79 Clearspan web prtals are delivered frm the XSP/Web Server. The XSP Server interfaces with the Applicatin Server and the Netwrk Server. A cmmand line interface (CLI) als exists fr quick executin f cnfiguratin functins n the Applicatin, Media, and Netwrk Servers. Mves, Adds, and Changes fr users and grups n the Applicatin Server are autmatically prpagated t the Netwrk Server via a synchrnus API tl. The CLI prvides cmmn cmmands in an easy-t-understand syntax fr administratin f the ruting and translatins functins. Each level f the web prtals (System, Enterprise, Grup, and Persnal) will be described in the fllwing sectins. SYSTEM ADMINISTRATOR WEB PORTAL The system administratr web prtal prvides access t all f the system mnitring, maintenance, and cnfiguratin functins f Clearspan via a web interface. System administratrs can als access the prvisining and mnitring functins via a cmmand line interface. The system administratr web pages differ frm thse f the enterprise administratr web prtal in that system administratrs can access the system mnitring and maintenance functins f Clearspan, while enterprise administratrs have access t nly thse web pages that affect their users. Clearspan integrates seamlessly with existing peratins supprt systems and netwrks even thrugh system upgrades and cre netwrk changes. Management f the Clearspan netwrk gives enterprises a system that remains simple thrugh the grwth and changes f the netwrk. Use f industry-standard interfaces and prtcls such as HTML (Hyper-Text Markup Language), HTTP (Hyper-Text Transfer Prtcl), SNMP (Simple Netwrk Management Prtcl), and XML (extensible Markup Language) allws enterprise administratrs t make use f existing tls and skills, withut cmprmising ease f use r results f system management. In additin, Clearspan prvides cnfiguratin audit trails t lg all changes made by the system administratr, including adds, changes, and deletins. Accunting Management Clearspan accunting infrmatin is generated in the frm f call events. The call events are atmic pieces f infrmatin generated during the calls upn call riginatin, terminatin, service invcatin, and ther events that can have an impact n the billing f a call. Additinally, a lng duratin call accunting ptin prvides the ability t generate a separate accunting event fr calls f a specified duratin (fr example, ne day). The Clearspan call detail recrd (CDR) cntains infrmatin abut each call, including called party, calling party, call riginatin time, riginating tag, billable call duratin, call type, media cdecs used, cnference data, dialed digits (prir t any translatins), and IP address f access device. If a call cnsists f multiple legs, due t a transfer, the CDR cntains a recrd f all related calls and the reasn fr the call spanning multiple legs. The CDR als identifies which feature a user invked as a result f dialing a feature access cde. Since feature cdes are cnfigurable per grup, this enhancement simplifies the billing f usagesensitive services. On a peridic basis, an external mediatin system retrieves the accunting files frm Clearspan and crrelates the call events t aggregate them in a call detail recrd that can be prcessed by the enterprise administratr s dwnstream billing system. This enables a system administratr t cntrl the size f the internal CDR buffer t allw generatin f CDRs in real-time, if required. Mitel 80

80 RADIUS Interface The Clearspan Applicatin Server uses the ptinal RADIUS interface t send call detail recrds t the Call Detail r Database Server, which prvides real-time call data fr third-party accunting applicatins such as pre-paid calling. Requests are authenticated by the RADIUS shared secret fr security. The Applicatin Server can als deliver real-time call detail recrds using the ptinal Radius Accunting prtcl (RFC 2866), which is dne by sending multiple call detail recrds per call. The cntent f a call s call detail recrd is cumulative; that is, each call detail recrd cntains all available call infrmatin at the time it is generated. The call detail recrd infrmatin is cnveyed in a number f vendr specific attributes (VSAs). Cnfiguratin Management Upn lg in t the system using an ID and passwrd, system administratrs have instant access t a user list, by enterprise r grup name, as shwn in the fllwing figure. Links prvide quick retrieval f user, service, interface, r system infrmatin. Figure 50. System Administratr s Prfile. System administratrs have the ability t add, delete, and mdify users, grups, services, and interfaces t meet the user needs, as well as perfrm system maintenance and management, maintain system and user security, and mnitr system events. With the intrductin f enterprise administratrs and grup r cmpany administratrs t attend t the details f user requests, system administratrs are able t fcus n perfrmance and mnitring issues. Tiered System Administratr Privileges System administratrs can create tw levels f access privileges fr different levels f service. The prvisining administratr web interface allws access t a subset f the functinality enabled by the system administratr web prtal interface. Specifically, the prvisining administratr level has full functinality with regard t users and grups, but des nt permit access t system-level service r Mitel 81

81 interface parameters, prfiles f ther administratrs, r access device r server cnfiguratin infrmatin. Grup prvisining administratrs can view, add, mdify, and delete the grups and users created by ther prvisining administratrs. Prtal Supprt Prtal supprt f the Applicatin Server prvides an API that allws the Clearspan web interface t be integrated int an enterprise administratr s prtal. Users wh access Clearspan via the web site f an enterprise r ther prtal d nt require re-authrizatin. Cmmand Line Interface Clearspan has a cmmand line interface fr system cnfiguratin tasks such as adding, mdifying, and deleting users, interface, and service infrmatin. Using simple, cmmn cmmands, data can be reviewed r edited by system and enterprise administratrs. Sme f the functinality f the cmmand line interface includes: Cnfiguratin Prvides a subset f the grup, user, service and interface parameters, and system cnfiguratin functinality f the system administratr web interface. Individual user features cannt be assigned r edited using the cmmand line interface. Alarms Prvides access t system generated alarms and events (SNMP traps). The display is real time. Audit Trails Prvides access t all changes made by the enterprise administratr, including, adds, changes and deletins. Als prvides the ability t view the data. Service Perfrmance Measurements Prvides access t service-level peratinal measurements. System Perfrmance Measurements Prvides access t system-level peratinal measurements. Enables enterprise administratrs t use the cmmand line interface t query and display reprts n perfrmance measurements. Bth real-time and histrical (fr example, last day, mnth, and year) reprting is available, and infrmatin can be viewed frm a web page r a file. The Clearspan cmmand line interface is available n the Applicatin Server, Web Server, Media Server, Netwrk Server, Element Management System, and Call Detail Server, in varius frms with relevant cmmands. Fr mre infrmatin abut the cmmand line interface fr a particular server, refer t the apprpriate Cmmand Line Interface Administratin Guide. Service Quantities This feature allws system r enterprise administratrs t set a maximum number f instances fr each feature assigned t the grup. When features are purchased frm Clearspan, the number f desired instances f a feature is assigned. The system permits assignment f the feature t the desired number f users r the desired number f times fr a grup. Fr example, a grup administratr can issue a limited number f users a feature such as Selective Call Frwarding, as well as limit the number f Aut Attendants used by the cmpany. Mitel 82

82 Figure 51. Service Quantity Allcatin. User Quantities Setting the user quantities enables system administratrs t set a maximum number f users that a grup, r enterprise administratr, can have. Enterprise administratrs als have the ability t place a limit n the number f users in each f their grups. Feature Access Cdes Enterprise administratrs can specify their wn default set f feature access cdes. New grups created by the enterprise administratr start with this default set f cdes. Grup administratrs can subsequently specify their wn set f custm feature access cdes and prefixes. Call Cntrl Interface Clearspan prvides an external call cntrl interface fr users wh wuld prefer t use third-party applicatins fr call management. The interface is pen and XML-based, and can be used t develp a wide range f applicatins fr such purpses as cmmunicatin, cllabratin, business prcess integratin, and user interface custmizatin. Fr example, enterprises may want t deply a custmized attendant cnsle that is tailred t a particular vertical segment. Alternatively, enterprises may deply an entirely different type f applicatin that can perfrm call management functins, including answer, hld, retrieve, transfer, cnference, dial, and release. Call cntrl functinality can als be integrated int existing web applicatins (fr example, CRM) t prvide value-added cllabrative applicatins. Applicatins can als leverage the call cntrl interface t supprt call lgs and grup directries, as well as retrieve user call status fr presence. Mitel 83

83 ENTERPRISE WEB PORTAL The Enterprise Web Prtal prvides an ptinal layer f administratin abve the grup layer t facilitate the management f large enterprises spanning multiple grups and sites. Enterprise administratrs can use this administrative layer t manage selected services acrss their business grups and sites. Fr example, a Vice VPN private dialing plan can be cnfigured t enable users t call ne anther using lcatin cdes and extensins instead f full phne numbers. Cnfigurable Default Feature Access Cdes Enterprise administratrs can cnfigure a default feature access cde (FAC) set. When new grups are created under that enterprise, their FAC table is initialized based n the enterprise administratr s defaults. Restricted Administrative Access System and enterprise administratrs can define what level f cntrl is granted t administratrs and users thrugh their web prtals. Access rights are defined as read nly r read and write. Read-nly access makes functins viewable, but nt mdifiable. Fr example, a grup administratr can be created withut the ability t add r remve users. Service (Feature) Packs Enterprise administratrs have the ptin f creating packs f user services that can be authrized and assigned accrding t the enterprise s plicy. Service r feature packs are authrized and assigned by enterprise administratrs and d nt affect the manner in which system administratrs authrize services t enterprise administratrs. Rather than assign individual features t each user, this capability prvides an ptin t streamline the prcess by assigning a pack f features all at nce. A tl is prvided t autmate the prcess f migrating t Clearspan service packs. Individual services can be cnverted t service packs fr a large grup f users all at nce. In additin, enterprise administratrs wh are already using service packs can use the tl t repackage services int different service packs. Shared Device Supprt Certain devices and/r netwrk elements can be shared acrss grups f users. Shared devices can be cnfigured by the enterprise administratr and wuld be accessible by grup administratrs when service is assigned t a user. Fr example, an enterprise administratr can deply a single 24-prt access device in an ffice building t supprt multiple users. In anther example, if Clearspan is being used t prvide vice mail nly, an enterprise administratr culd cnfigure the hst system as a shared access device fr the purpse f delivering MWI ntificatins. Mitel 84

84 Vice Prtal Custmizatin Vice Prtal Custmizatin enables system administratrs t custmize the keys and prmpts that are used t navigate thrugh their vice prtal menus and submenus. A key is either 1 digit (0 thrugh 9), *, r #. Administratrs can chse frm a list f valid keys that are free t use. If n key is chsen fr an ptinal menu selectin, the menu ptin is disabled. The assciatin f keys t actins (chices f each menu) is cnfigurable fr mst menus and submenus. The system intrduces ne annuncement per menu ptin and ne annuncement per key value. Typically, prmpts are autmatically cnstructed t list the ptins and their matching keys. GROUP WEB PORTAL The Grup Web Prtal empwers cmpanies t cnfigure and manage their telephny services with instant results. Administratr interactin is minimized and the time and expense required t make mves, adds, and changes is significantly reduced. Each grup service is set up and cnfigured by the grup administratr thrugh intuitive web pages. Fr example, calling plans can be set up and mdified fr each member f the business grup (shwn in the fllwing figure), withut having t call an administratr r wait fr the requested changes t take effect. The grup administratr simply selects the varius call types t activate and deactivate them fr a particular user. Figure 52. Outging Calling Plan. In anther example, the web-based Aut Attendant (shwn in the fllwing figure) enables grup administratrs t cnfigure hurs f peratin, greetings, and transfer ptins. Mitel 85

85 Figure 53. Aut Attendant Business Hurs Screen. Similar web pages are prvided t manage a hst f grup services, including Accunt Cdes, Authrizatin Cdes, Call Centers, Call Park and Pick-Up, Device Inventry, Hunt Grups, and Vice Prtal. The grup web prtal als enables cmpanies t perfrm administrative functins, such as setting up users and prvisining their persnal telephny services and devices. Grup administratrs have the ptin f establishing an additinal layer f administratin fr individual departments within their verall business grup (fr example, Sales, Engineering). This is especially useful fr larger enterprises that want t distribute respnsibilities fr day-t-day administratin. Department administratrs can be authrized t manage the users and services within their respective departments using the grup web prtal. PERSONAL WEB PORTAL The CmmPilt Persnal web prtal prvides individual users with the ability t cnfigure and manage a hst f traditinal and advanced telephny services. Users are empwered with the cntrl and flexibility t easily cnfigure their services t meet their unique needs. Users n lnger have t remember any star cdes r cmplex prcedures t cnfigure their services, as is ften the case with legacy systems. Rather, Clearspan imprves persnal prductivity by leveraging the web t make services understandable and actually useable. Users can custmize their services t fllw them anywhere, whether at wrk, at hme r n the rad. Fr example, the Call Ntify service (shwn in the fllwing figure) enables users t indicate which incming calls they want t be ntified f, and during which hurs f the week. They can als chse t have their ntificatins sent t their mbile phne r address. Mitel 86

86 Figure 54. Call Ntify. After lgging in t the persnal web prtal with his/her user identity and passwrd, a user can activate, deactivate, and mdify the parameters f his/her wn services, including Call Frwarding (Always, Busy, N Answer, Selective), Simultaneus Ring, D Nt Disturb, Selective Call Acceptance and Rejectin, Annymus Call Rejectin, Pririty and Distinctive Ringing, Calling Line ID Blcking, Vice Messaging Ntificatin, Vice Messaging t , Persnalized Name Recrding, and Remte Office. The left navigatin area lists services and features available t the user. The Web Prtal updates features and cnfiguratins in real-time, prviding utility and cnvenience. Cnvenience is imprtant fr features that are frequently updated by users such as the call-frwarding suite. The web interface als prvides a means fr making sphisticated entries and cnfiguratins, which are difficult t replicate thrugh a standard vice prtal. Fr example, in additin t specifying phne numbers fr service treatments, Clearspan enables users t prvide SIP URLs, feature access cdes, and/r speed cdes. Selective call treatments can be defined fr parameters that include line ID status such as PRIVATE, and UNAVAILABLE, alng with the mre cmmn IDs such as ANONYMOUS. DEVICE MANAGEMENT Clearspan prvides an industry-leading device management slutin that allws system administratrs t address the mst challenging aspect f deplying VIP slutins simplified prvisining f the end devices. Clearspan prvides an end-t-end slutin fr managing, cnfiguring, and mnitring the endpints. Supprted access devices include many analg terminal adapters (ATAs), IP phnes, integrated access devices (IADs), and IP PBX equipment. Service access devices cnnect t Clearspan t dwnlad their cnfiguratin prfiles, firmware, and ther file resurces required t deliver the services. Using the Device Management feature, administratrs can manage and cntrl all aspects f device cnfiguratin centrally fr their Clearspan slutin. The device management functinality makes use f the Clearspan Xtended Services Platfrm (XSP) and the Prfile Server (PS). The PS serves as a central repsitry fr the strage f device files. It ffers an HTTP and webdav interface fr file peratins, and it supprts authenticatin and file replicatin with ther PSs fr scalability and redundancy. The cnfiguratin files can be ppulated t the PS using the Clearspan management tls such as OpEasy r laded frm external tls such as BSS/OSS systems thrugh the available prgrammatic interfaces. Mitel 87

87 The XSP hsts the access URL and authenticates all requests made by the access devices. Once authenticated, the XSP will request the device-specific cnfiguratin file frm the PS and dwnlad it t the device ver HTTP(S). Access devices can use the Xtended Services Platfrm t access setup and cnfiguratin files, using HTTP r HTTPS (the chice f HTTP r HTTPS is per device type). Clearspan prvides mechanisms t authenticate GET requests cming frm devices, using MAC authenticatin r user name/passwrd. The Clearspan server supprts nging device management by generating ntificatins t trigger the end device t synchrnize its settings, and t prvide inventry cntrl f devices in the field which are shwn in the fllwing figure: Figure 55 Device Management fr Access Device Cnfiguratin Files. The fllwing subsectins further detail the peratin f the Device Management functinality. ACCESS PROFILES Befre an access device can cnnect t Clearspan, a crrespnding access prfile must be defined fr that device. An access prfile specifies the signaling and media capabilities f the device. This allws Clearspan t tailr service delivery t match the specific capabilities f each device in the netwrk. Fr instance, ne device may supprt dynamic registratin, while anther may need t have its cntact address prvisined statically. Anther device may supprt multiple call appearances, while anther may require waiting calls t be managed in the netwrk. By defining unique access prfiles fr each f these device types, Clearspan can adjust the way it signals t each device accrdingly. The access prfile als defines the number f prts r unique line addresses that the device supprts. As prts are assigned t line addresses, Clearspan keeps track f which prt is allcated and which prt is free. This helps peratrs manage nt nly the inventry f devices in the netwrk, but als the number f prts that are in use. Mitel 88

88 CONFIGURATION PROFILES T simplify deplyment, Clearspan allws cnfiguratin prfiles t be defined fr each device it is managing. A cnfiguratin prfile defines the attributes and settings required fr the device t cnnect t the netwrk and deliver service. Cnfiguratin prfiles are ptinal. If Clearspan is nt respnsible fr the cnfiguratin prfile f the device, then this part f Device Management can be disabled. When enabled, Clearspan uses the cnfiguratin prfile t generate cnfiguratin files. Cnfiguratin files are stred n the Prfile Server and made accessible t the devices ver the access netwrk. The Clearspan Applicatin Server uses either File Transfer Prtcl (FTP) r Hypertext Transfer Prtcl (HTTP) t depsit files in the repsitry. File transfers ccur n the private side f the Clearspan server cmplex. SERVICE INTEGRATION One f the mst pwerful features f Device Management n Clearspan is the ability t easily integrate Clearspan user services with features n the access device. This is mst applicable fr advanced business services, such as Shared Call Appearances (SCA) and Busy Lamp Field (BLF), which require attribute values t be set in bth Clearspan and the access device befre the service perates prperly. Fr instance, the Busy Lamp Field service n Clearspan requires the use f the Sessin Initiatin Prtcl (SIP) dialg event package. T access the service, the device must SUBSCRIBE t a specific SIP URI representing the specific user s Busy Lamp Field state. This SIP URI must be prvisined n bth the user s service prfile as well as any device he r she wishes t use t access the service. When using Device Management, the prvisining system nly needs t set this value nce n the user s service prfile. This triggers Clearspan t update any crrespnding device cnfiguratin files and depsit them in the cnfiguratin file repsitry n the PS. If the changes are t take effect immediately, the administratr can initiate a remte rebt f the affected access devices t frce a relad f mdified the cnfiguratin files. Clearspan supprts a lng list f service attributes that can be integrated with device prfile settings, including, but nt limited t: Shared Call Appearances Busy Lamp Field Any service using a feature access cde Vice Prtal and Vice Mail Language and Lcale RESOURCE MANAGEMENT In additin t cnfiguratin files, an access device may require ne r mre resurce files befre it can deliver the service. The mst cmmn type f resurce that must be managed is the firmware files that represent the current versin f sftware embedded in the access device. Device Management prvides methds and prcedures that can be used t manage which device uses which versin f a resurce file. This allws administratrs t easily cntrl which versin f firmware is deplyed in the netwrk, and t easily rll ut new versins f firmware in a cntrlled and predictable manner. Specific grup resurces can be deplyed t subsets f users in the netwrk by custmizing resurces at the crrespnding grup Mitel 89

89 level. This allws administratrs t present specific backgrunds r lgs t the liquid crystal display (LCD) display n Internet Prtcl (IP) phnes r prvide custm ring tnes tailred t specific custmer requests. INVENTORY MANAGEMENT Clearspan maintains a list f all devices that are prvisined in the netwrk. This is integrated int the same database that manages all users, lines, and services in the netwrk. This means Clearspan can easily track relatinships between devices, the prts that are free, the prts that are in use, and the crrespnding users wh are assciated with each prt n the device. This type f infrmatin is invaluable when tracking the state f devices in the netwrk and trubleshting prblems n the access netwrk. Clearspan als prvides basic inventry management reprting tls that can be used either by themselves r integrated with a brader inventry management system. Mitel 90

90 CLEARSPAN LICENSING Licensing n Clearspan is simple and straight-frward. The fllwing figure presents a high level view f the license structure. Figure 56. High Level View f Licensing. The platfrm licensing includes all f the Clearspan applicatins required t perfrm all f the PBX and UC functins. This level f licensing typically invlves the cre server cmplex where server identities are define, their UUIDs cllected and a license file generated and stred n the AS. The next level f licensing, platfrm ptins, are system-wide ptins and typically include Lawful Intercept (CALEA), inbund FAX t , VIP active and passive quality mnitring, and SBC r sessin management licenses. Next, users are licensed. A user may be assigned a device (SIP r analg phne registered t Clearspan) r may be assigned t a trunk grup (a phne cnnected t a legacy PBX). Any user, whether cnnected directly t Clearspan with a phne r cnfigured in a trunk grup behind a legacy PBX, may be given feature packages. Directly cnnected users may be assigned basic r premium features, while trunk users may be assigned trunk, basic r premium features. The fllwing figure highlights the varius feature packages. Mitel 91

91 Figure 57. Feature Packages. Finally, licensed users may be give a wide variety f Unified Cmmunicatin packages including but nt limited t Call Centers, Fixed Mbile Cnvergence (FMC), Audi Cnferencing, Web Cllabratin and Desktp integratin. Mitel 92