Siemens HiPath Xpressions v.3.0 Unified Messaging Platform

Transcription

1 Jay Lassman Product Report 3 December 2003 Siemens HiPath Xpressions v.3.0 Unified Messaging Platform Summary Siemens HiPath Xpressions v.3.0 is a voice mail, unified messaging and unified communications platform that supports up to 30,000 users while providing a migration path for Siemens Phon system users. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: Capacities and Features: Siemens HiPath Xpressions v.3.0 Table 2: HiPath Xpressions v.3.0 Telephone User Interface User Actions Table 3: HiPath Xpressions v.3.0 Graphical User Interface User Actions Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters Siemens Information and Communication Networks 900 Broken Sound Parkway Boca Raton, FL 33487, U.S.A. Tel: Internet: Overview The Siemens HiPath Xpressions v.3.0 system is a voice messaging, unified messaging and unified communications platform developed by Siemens Enterprise Networks in partnership with Cycos AG. Siemens has a controlling interest in Cycos, a provider of unified communications solutions headquartered in Alsdorf, Germany. HiPath Xpressions v.3.0 is a member of Siemens HiPath MobileOffice portfolio of Internet Protocol (IP)- ready unified communications and mobility solutions. The system provides a voice messaging capability that can be selectively and modularly upgraded to include fax and integration as well as desktop computer telephony integration (CTI) applications. HiPath Xpressions v.3.0 offers a choice of single or dual message store implementations, as well as a combination of both on a user-by-user basis. This flexibility ensures that organizations can deploy this application to best suit their IT architecture and end-user needs. HiPath Xpressions v.3.0 integrates with Microsoft Exchange 5.5 or 2000, Lotus Domino 5.x, Novell GroupWise and other clients using the Internet Message Access Protocol (IMAP4) standard integration protocol. (Support for Lotus Domino release 6 and Microsoft Exchange 2003 is planned for calendar year 2004.) HiPath Xpressions v.3.0 supports full cross-media messaging options, which Siemens calls message morphing. Established Phon systems can also network with HiPath Xpressions systems using the Siemens Connect Server gateway product. Users of the HiPath Xpressions platform can manage message and mailbox functions from a standard multimedia PC, a telephone or a combination of graphical and telephony interfaces using a single mailbox and global address book for all messaging functions. The myxpressions filtering folder assures that end users have telephone access to mission-critical messages by taking advantage of the rules and filtering capabilities in their clients. End users determine message-filtering criteria using the rules wizard; HiPath Xpressions places the highest priority messages in a separate queue. When users retrieve their messages over the phone, the priority messages are presented before all others, making text-to-speech message access an efficient process for mobile users. The following three HiPath Xpressions models are available: HiPath Xpressions v.3.0 Entry provides for a voice or fax mail solution that can be expanded into a unified messaging solution whenever the customer requires increased functionality. HiPath Xpressions v.3.0 Standard provides a full, unified messaging implementation for the convergence of voice, and fax messaging. 3 December

3 HiPath Xpressions v.3.0 Advanced combines the functionality of HiPath Xpressions v.3.0 and HiPath SimplyPhone for a true unified communications solution. HiPath SimplyPhone is a Siemensengineered personal CTI application that integrates with Microsoft Outlook or Lotus Notes to establish and log inbound/outbound calls. Users have the ability to respond in real-time to morphed mixed-media messages, click and dial from corporate and Lightweight Directory Access Protocol (LDAP)-compliant directories, and implement desktop call control features, screen pops and automated client matter codes. Table 1: Capacities and Features: Siemens HiPath Xpressions v.3.0 Description Specification Software Release 3.0 Number of Voice/Fax Channels (Ports) Up to 256 in a single system image with concurrent use Number of Voice/Fax Mailboxes Up to 30,000 in a single system image Number of Desktop Messaging Users (UM Clients) Up to 30,000 in a single system image System Configuration (Minimum) Processor Intel 933MHz Memory (Minimum) 512MB Storage 5GB Operating System Microsoft Windows 2000 Redundancy Support Disk Shadowing (redundant array of independent Optional disks [RAID]) Telephone User Interface (TUI) Support for Speech Yes, provided within HiPath MobileOffice Portfolio Recognition Interactive Voice Response (IVR) Support Optional Text-to-Speech (TTS) Support Optional using SpeechWorks TTS engine System Configurations System configurations are available as follows: Voice, , fax messaging and desktop CTI [HiPath Xpressions Advanced] Voice, and fax messaging [HiPath Xpressions Standard] Voice and fax messaging Voice and messaging Voice-only messaging [HiPath Xpressions Entry] Fax-only messaging [HiPath Xpressions Entry] HiPath Xpressions for messaging (in the absence of Groupware) Users can choose to implement one type of configuration and then evolve to another as their requirements change. Customers can start with the voice-only configuration, then later add and fax messaging. Siemens strongly suggests that data traffic analysis be completed carefully for each type of system configuration. HiPath Xpressions v.3.0 Unified Messaging Server Capabilities 3 December

4 The following highlights subscriber, networking and administration capabilities, as well as platform architecture. Subscriber Unified Mailbox: a single in-box for voice, fax, and compound messages Message morphing: the ability to convert one media to another Telephone User Interface (TUI): telephone access to the Unified Mailbox Graphical User Interface (GUI): access to the Unified Mailbox from a PC MyXpressions folder: TUI-enabled, rules-based message filter, outside the in-box Personal Auto-attendant Text-to-Speech (TTS) capability (supports seven languages) Personalized message notification with flexible schedule and multiple destination cascading (up to 12 destinations) Multiple personal greetings Web-based administration of personal messaging options Personal Web-based client for user mailbox administration is localized in the German, U.S. English and British English languages System administration using Web-based interface available in German, English (same for U.S. and U.K. English), French, Italian and Spanish TUI Multilingual capabilities in 13 languages (German, U.S. English, British English, French, Dutch, Italian, Spanish, Portuguese, Brazilian Portuguese, American Spanish, Canadian French, Russian and Turkish) System Features Basic Mobility Voice-messaging applications System Auto-attendant Audiotext applications Message Waiting Indication (MWI) Multiple types of system access points Multiple Restriction Tables Multiple schedules Multiple templates for user accounts Networking HiPath Xpressions v.3.0 to HiPath Xpressions v.3.0 (including multiple servers within a Microsoft Exchange site) 3 December

5 HiPath Xpressions v.3.0 to Phon (via Siemens Connect Server gateway product) Administration Web-based system administration interface Multiple Classes of Service for access control Web-based interface available in German, English (same for U.S. and U.K. English), French, Italian and Spanish Fully integrated with Siemens Hicom Domain Management System (HDMS) so that HiPath Xpressions v.3.0 is one more application on the Hicom network that can be administered from a single point Platform Architecture HiPath Xpressions unified messaging engine running on Windows 2000 Server Integration to Microsoft Exchange, Lotus Domino and Simple Mail Transfer Protocol/Internet Message Access Protocol (SMTP/IMAP4)-compliant systems Internal fax capabilities Integration to third-party, Exchange-compliant fax server Time division multiplexing (TDM) and Internet Protocol Private Branch Exchange (IP PBX) connectivity ports HiPath Xpressions v.3.0 Enhancements Siemens has added the following capabilities to its latest version of HiPath Xpressions: Choice of Single or Dual Message Store or a Combination of Both on a User-by-User Basis Provides options that best suit enterprisewide messaging needs and data communications infrastructure. Choice of Platforms Integrates with Microsoft Exchange 5.5, 2000, 2003, Lotus Domino R5 and R6 Novell GroupWise R6 and other IMAP4 and Post Office Protocol v.3 (POP3) platforms. Multiple Integrations A single HiPath Xpressions system can support more than one integration at the same time. For example, the system could support one group of Lotus Domino users and another group of Microsoft Exchange users on the same system. This capability is unique to Siemens HiPath Xpressions. Multiple PBX Integrations A single HiPath Xpressions system can simultaneously connect to multiple PBX systems. Analysis The HiPath Xpressions v.3.0 platform uses the following components: Hardware Intel architecture server 3 December

6 Line interface cards to PBX Network interface card to LAN Voice processor cards Software Windows 2000 operating system HiPath Xpressions core software The platform provides services such as filtering, message storing, message rules, access to the unified mailboxes, gateway services and directory services. The HiPath Xpressions v.3.0 platform supports Internet standards, such as Simple Mail Transfer Protocol (SMTP), POP3, LDAP, HTTP, HTML and Secure Sockets Layer (SSL), as well as messaging and collaboration standards, like X.400, X.500 and Messaging Application Programming Interface (MAPI). Directory HiPath Xpressions can use LDAP as the protocol to the Microsoft Exchange Active Directory to look up e- mail addresses and extension numbers. This enables administrators to maintain only one directory for voice, and fax mailboxes. Single-point administration is possible from anywhere on an enterprise intranet or on the Internet. Telephone User Interface Like the Phon TUI, the HiPath Xpressions v.3.0 TUI operates on a session basis. This means recorded messages are not sent and deleted messages are not deleted, until the session ends. This allows users to change their minds before their actions take effect. A TTS application reads messages, attachment file names or fax message headers over the telephone. The HiPath Xpressions v.3.0 system sorts messages based on the media types for users accessing their messages by telephone. Last in, first out (LIFO) or first in, first out (FIFO) options are available to individual users. Table 2: HiPath Xpressions v.3.0 Telephone User Interface User Actions Message Type Voice Fax Return Receipt Create Yes No No No Receive Yes Yes Yes Yes Forward Yes Yes Yes No Save Yes Yes Yes Yes Delete Yes Yes Yes Yes Reply Yes Yes No No Print to Fax No Yes Yes No Call the Sender Yes Yes No No From the TUI, users can address a message to one or more of the following types of destinations: Extension Number Name Private List Public Distribution List 3 December

7 In addition, users can use reply to send messages to the originator of an message regardless of from where the message was sent. Subscribers can create and maintain up to 99 Private Lists of their own, with each Private List containing up to 99 members. The System Administrator creates and maintains the Public Distribution Lists. Graphical User Interface The HiPath Xpressions v.3.0 GUI is based on the client. It also provides complete access to the Unified Mailbox. The client is customized with an additional add-in called HiPath Xpressions Viewer. HiPath Xpressions Viewer is similar in purpose to the typical form, but it is enhanced to support additional media. Table 3: HiPath Xpressions v.3.0 Graphical User Interface User Actions Message Type Voice Fax Return Receipt Create Yes Yes Yes No View Yes Yes Yes Yes Forward Yes Yes Yes Yes Save Yes Yes Yes Yes Delete Yes Yes Yes Yes Reply Yes Yes No No Print to Fax No Yes Yes No Voice Messaging HiPath Xpressions v.3.0 provides various voice messaging applications. Users can send, receive, delete and forward voice messages from the TUI or GUI. HiPath Xpressions v.3.0 also includes audiotext and auto attendant applications. In addition, a personal auto attendant is provided that can be tailored to meet each subscriber s specific incoming call-handling requirements. For example, subscribers can change the screening rule of their personal auto attendants to automatically forward incoming calls to referral extensions and not take any messages during holidays or vacations. HiPath Xpressions v.3.0 provides a system greeting and five selectable personal greetings for each user: standard, alternate, busy, internal and off-hours. Message Notification HiPath Xpressions v.3.0 allows subscribers to define their message notification rules based on schedules and destinations, which include home telephone, pager, work telephone and spare telephone. Twelve different devices can be configured. Each day s schedule can be different for an entire seven-day period, Sunday to Saturday. Multiple destinations can be cascaded so that the HiPath Xpressions v.3.0 server will try the next destination if the first one fails. Subscribers can specify pager personal identification numbers (PINs), and HiPath Xpressions v.3.0 will be capable of automatically providing PIN information to paging network operators each time it dials into the paging network. Subscribers can also define the message types ( , voice, fax, urgent and all) for which the system sends message notifications. Users can administer their mailbox options, including notification, in the languages previously mentioned. This benefits global enterprise IT staffs who can minimize being called by individual users wanting to make simple mailbox changes. The notification feature can be enabled or disabled via the TUI or GUI. The target telephone numbers can also be changed and selected via the TUI and GUI, giving mobile users flexibility in deciding how they wish to be notified. Mobility Outcalling 3 December

8 HiPath Xpressions v.3.0 allows users to define a telephone number, most likely a cellular phone or pager, to give callers the opportunity to contact them for a real-time conversation. For example, Press 7 to try my cell phone. The HiPath Xpressions system then hands the call off to the public switched telephone network (PSTN) to try the cell phone. If the forwarded call is not answered, the call is pulled back into HiPath Xpressions and allows the caller to leave a message. This mobility feature can be enabled or disabled and the telephone number changed, with a telephone call to the HiPath Xpressions server or via the Client Assistant. Choice of Single or Dual Message Store A Single Message Store approach allows customers to store fax, and voice messages on their e- mail servers. This enables a consolidated, more efficient and cost-effective management of storage requirements and minimizes network traffic. A Dual Message Store implementation provides flexible and fault-tolerant deployment options for enterprisewide messaging needs, allowing full access to all saved voice, and fax message store to be configured on each server by the user. Speech Recognition Speech recognition access to HiPath Xpressions is available as an option using a speech-enabling application within Siemens HiPath MobileOffice solution set. This capability provides mobile and remote personnel access to messages, contact lists, calendars, calling and conferencing by simply speaking commands into any phone. Fax Messaging HiPath Xpressions v.3.0 provides a choice of internal fax messaging or integration with third-party fax servers. Internal fax capabilities include fax store and forward, fax forms and automatic fax tone detection. When using the HiPath Xpressions internal fax feature, users can direct Microsoft Office documents that arrive as attachments, to print to the nearest fax machine. This is a key capability for mobile workers that need immediate access to key information in their in-box when computer access is not possible. If customers prefer an external server, they can choose from a variety of solutions. For the v.3.0 release, Siemens plans to support external fax servers Fax Sr. and Genifax from Omtool and LightningFAX from Interstar. Both support Lotus Notes as well as Microsoft Exchange. Call Processing HiPath Xpressions v.3.0 provides users with a call management tool for building call-processing applications. The system administrator can create multiple schedules for the HiPath Xpressions v.3.0 server. For example, calls can come into call processing applications and get different greetings or get routed to different menu boxes based on the time of day or the time of week. In addition, each user can change the target telephone number during a telephone session or via a personal Web page. HiPath Xpressions Client Assistant The HiPath Xpressions end-user administration tool is called Client Assistant. It allows HiPath Xpressions v.3.0 subscribers to manage their personal messaging options through a Web-based interface. This feature enables end users to administer their personal mailbox simply and conveniently via a standard browser. They can adjust their profiles to meet their own communication requirements depending on the day, week or month without the assistance of the system administrator. HiPath Client Assistant enables end users to set up distribution lists, change their personal user data, adjust reply and mailbox options or alter message-waiting signaling on a service-specific basis. It will even allow them to change the language in which they are working. Client Assistant is designed to be intuitive and provides an extensive online help service enabling the users to search for answers to their questions. 3 December

9 Networking A HiPath Xpressions v.3.0 server can be networked with other HiPath Xpressions v.3.0 servers or Phon systems over a TCP/IP network according to the following: HiPath Xpressions v.3.0 to HiPath Xpressions v.3.0 The HiPath Xpressions v.3.0 Digital Networking feature allows multiple HiPath Xpressions v.3.0 servers to be networked together based on the standard Microsoft Exchange and Lotus Domino networking mechanisms. Subscribers on one HiPath Xpressions v.3.0 server can exchange messages with subscribers on remote HiPath Xpressions v.3.0 servers as if they were on the same local server. The HiPath Xpressions v.3.0 Digital Networking feature is based on the Internet or a corporate intranet. It allows end users to address a message by telephone number or by name from the telephone. There is no limit to the number of HiPath Xpressions v.3.0 servers that can be networked within an Exchange site. HiPath Xpressions v.3.0 to Phon The HiPath Xpressions v.3.0 Digital Networking feature also enables the interoperability between a HiPath Xpressions v.3.0 network and an installed Phon Long Distance Network (LDN) through the Siemens Connect Server gateway product. Typically, Connect Server is attached to a Phon system through its Token Ring interface to serve as the gateway between the HiPath Xpressions v.3.0 network and the Phon LDN network. The Phon node to which a Connect Server is attached must be release or later. Through this Connect Server, Phon users and HiPath Xpressions v.3.0 users can exchange voice messages transparently. The Connect Server filters out fax, and the nonvoice part of compound messages. The subscribers unified mailbox numbers are normally mapped into their private network dialing plan, which means that the end user s mailbox number is the same as his or her telephone number. Between HiPath Xpressions v.3.0 users and Phon users, only Addressing by Number is available. PBX Integration In addition to supporting HiPath Xpressions v.3.0 integration with most versions of the following Siemens switches, Siemens supports integration with other Siemens and non-siemens switches on a case-by-case basis: HiPath 3000 Series HiPath 4000 Series HiPath 5000 Series Hicom 300 E and H Series Hicom 150 E and H Series CBX 9751 Models Migration Path HiPath Xpressions v.3.0 can be networked with not only other HiPath Xpressions v.3.0 servers, but also Phon systems. The Siemens Connect Server gateway product enables interoperability between a HiPath Xpressions v.3.0 network and a Phon LDN network, enabling users to preserve their Phon investments. Customers can migrate all users from Phon to HiPath Xpressions v.3.0 at once or take a phased approach and move users gradually with minimal interruptions to business operations. Message Morphing 3 December

10 Message morphing enables end users to choose the most appropriate medium to receive and reply to their messages. For example, an end user might receive a voice message but choose to answer it using while in an office. Alternately, a user at an airport might receive an message but choose to have the message read aloud via telephone in conjunction with the HiPath Xpressions v.3.0 server s TTS application. In this case, end users can record a voice reply to an message and can even forward the compound plus voice message to a colleague using the telephone. messages can be heard via TTS, then be printed to the nearest random fax device to be reread on a plane or used in a meeting. This feature enables end users to have access to printed messages while on the road. In addition, callers can identify the title of an attachment via the TUI using the HiPath Xpressions v.3.0 built-in, text-to-speech capability. Users can blend message formats and create compound messages that combine voice with fax or . When using the HiPath Xpressions internal fax feature, users can also direct Microsoft Office documents that arrive as attachments to print to the nearest fax machine. Choice of System Integration Siemens can ship HiPath Xpressions v.3.0 on an IBM server, or a customer can choose to purchase a Siemens Software License Pack for the product, which provides the flexibility to independently choose server hardware and service providers. Professional Services are available in both cases. Investment Protection HiPath Xpressions v.3.0 interoperates with Phon using the Connect Server, as well as with other voice messaging systems via industry-standard Audio Messaging Interchange Specification (AMIS) and in VPIM in a future release. This enables Phon systems to work together with HiPath Xpressions during a transition to unified messaging. Users can still send and receive messages to and from users on the other system. Established platform investments are also protected since HiPath Xpressions messages are received within the end users standard client. Pricing HiPath Xpressions v.3.0 starts at US$80 per subscriber mailbox, depending on system size, configuration and features. HiPath Xpressions v.3.0 costs US$13,650 (list) for an eight-port system that supports 200 users. Siemens also offers a migration credit program to Phon users. For customers who want to supply their own server, Siemens offers the Software License Pack configuration. A system that supports 200 users is $8,000 (list). GSA Pricing No. Competitors HiPath Xpressions v.3.0 competes with unified messaging systems, such as the following: Active Voice Repartee LX and Kinesis Avaya INTUITY Server and Modular Messaging Applied Voice and Speech Technologies (AVST) CallXpress* Cisco Systems Unity Interactive Intelligence Communité 3 December

11 Key Voice Interchange Nortel Networks CallPilot** TOPCALL Unified Messenger *CallXpress product line sold to AVST in September 2003 by Captaris. **Does not support integration with third-party PBX systems, such as those from Avaya, Mitel, NEC and Siemens. Strengths Modularity Voice mail capability can be selectively and modularly upgraded to include fax and integration. Convertible from circuit switched to mixed to pure IP environments. HiPath Xpressions Version 3.0 is supported on Hicom 300 H, Hicom 150 H, HiPath 3000, 4000 and Additional PBXs are supported as custom installations. Single or Dual Message Store, or Combination of Both Approaches, User-by-User Provides options that best suit enterprisewide messaging needs and data communications infrastructure. Choice of Platforms Integrates with Microsoft Exchange 5.5, 2000, 2003, Lotus Domino R5, R6 Novell GroupWise and other IMAP4 and POP3 platforms. Multiple Integrations A single HiPath Xpressions system can support simultaneous integration with disparate servers. Administration Active Directory (AD) or LDAP directory interface used to look up addresses and extension numbers enables administrators to maintain only one directory for voice, and fax mailboxes. Single-point administration is possible from anywhere on an enterprise intranet or the Internet. Choice Fax Messaging Solutions Internal fax capabilities include fax store and forward, fax forms and automatic fax tone detection. Integration with external fax servers is also supported. Centralized Messaging One HiPath Xpressions server can support simultaneous integration with multiple switches, including 9751 s, Hicom 300H, Hicom 150 H, HiPath 3000, 4000 and The system provides concurrent interoperability between circuit-switched, converged and pure IP environments. Using HiPath Connect Server, HiPath Xpressions and Phon can be seamlessly networked as well. Flexible Message Handling 3 December

12 MyXpressions filtering folder utilizes rules-based message-handling capabilities that enable users to prioritize and filter messages based on criteria they set themselves. When users access HiPath Xpressions via the telephone, they can access the My Xpressions filtering folder to retrieve their most important messages and still have access to their full in-box. Support for Multiple Languages In addition to TUI and TTS multiple-language support, HiPath Xpressions provides the same languages for personal mailbox and system administration interfaces. This provides an advantage for global customers and transnational organizations. Limitations PBX Integration Integration of HiPath Xpressions v.3.0 is primarily targeted at Siemens PBX and IP PBX platforms. Integration for third-party PBX systems, such as those from Avaya, Nortel, NEC and Cisco is available today via HiPath Professional Services. These integrations will be generally released in an upcoming version of Xpressions. Networking Support for networking using industry-standard Voice Protocol for Internet Messaging (VPIM) is a planned future enhancement, but custom engineering is available. Recommended Gartner Research Gartner Voice Mail and Unified Messaging Systems: Comparison Columns, Note Number DPRO Insight This new version of Siemens HiPath Xpressions v.3.0 offers message store architecture flexibility, simultaneous integration to both Microsoft Exchange and Lotus Domino platforms, with the same application, and the MyXpressions folder. In addition, the server provides a logical evolution and replacement for the Phon voice messaging product line. HiPath Xpressions v.3.0 has a Phon like TUI, and Phon users can network with HiPath Xpressions platforms, making the transition to unified messaging a viable business alternative. Although Siemens has packed a lot of functionality into its HiPath Xpressions platform, there have been indications that proposal activity has been low and market acceptance has been slow. With Siemens now having a controlling interest in Cycos, the actual deployment of HiPath Xpressions v.3.0 as an alternative offer for Phon should increase. 3 December