A Telecommunication Consulting and Professional Services Company More than a Unified Messaging Service By Manuel Pablo Lorenzo 8620 SW 113 Terrace Miami, FL. 33156 Phone 786.888.5170 Fax 786.787.5170
Introduction When communication messaging is a mission critical part of operations, deploying and managing systems for voice mail, fax, and e-mail no longer makes sense. Unified Messaging is client-server platform that delivers voice, fax, and e-mail messages to a single universal mailbox. Users of a unified messaging service, on their PC desktops or laptops, can view, organize and manage all of their messages at a single glance, decide which are most important, then point-and-click on the e-mail and fax messages they wish to read and the voice messages to which they would like to listen. Voice messages can be played over the speakers of a multimedia PC or over the telephone, and can be handled like e-mail: saved, deleted, replied to, attached to another message, forwarded, etc. all through simple point-and-click operations. The benefits to the end users or clients of a Unified Messaging system in terms of productivity, responsiveness, and enhanced communications are both obvious and significant. For IT and telecom managers, the consolidation of voice and fax administration into the e-mail environment means that less time and resources are required compared to the traditional approach of managing voice, fax, and e-mail infrastructures independently. 1
Implementing a Unified Messaging Solution While the benefits of the Unified Messaging System are many, there are a few issues which corporations should address in order to deploy and implement a Unified Messaging solution and enjoy the maximum return on their investment. Most companies still have separate groups administering voice and data. A successful implementation of converged applications requires IT and telecom groups to work together. Unified Messaging applications require significant integration between two technologies that have previously been mutually exclusive. Improper integration of either operating system, e-mail server or PBX can result on poor performance system. Since voice files will be traveling through the network, a proper network re-planning is required from the LAN traffic and storage point of view. With all messages stored on the same server, the consequences of a network failure could be serious. Network reliability and fault tolerance should be taken into consideration. Open standards and interoperability with other systems are key factors in ensuring the Unified Messaging investment can meet the future needs. A Unified Messaging implementation requires technical skills and expertise spanning both the telephony and data side of the equation. VOX3: The Perfect Solution Outsourcing the time-consuming, critical processes involved in the design and implementation of a Unified Massaging system will drive measurable results with demonstrable benefits including increased savings, reduced hassles, and streamlined efficiencies. Intelligent enterprises that are striving for market leadership will gain control of this 2
unnecessary waste through outsourcing to the right partner - realizing dramatic improvements in the bottom line. DSLi Corporation, a Miami based premiere Voice and Data Service Provider Company, combining the power of being its own CLEC with the connectivity of high speed Internet access has developed VOX3, which is more than just a Unified Messaging system. VOX3 is a robust server platform hosting all voice and data applications required to provide clients with an easy and familiar interface to manage and administer all their messages: a web browser or the MS-Outlook. VOX3 web portal offers an intuitive navigation for users to manage their voice, fax, and e-mail messages, as well as capabilities to store contacts information, tasks, and appointments on 25MB of disk storage (increasing this capacity is optional). Import and export capabilities are standard. When subscribing to the VOX3 service, the customer receives two Miami phone numbers: a fax number, and a voicemail number. Anyone in the world can send faxes to the VOX3 fax number, or a voicemail can be left by dialing the voicemail number. Using a computer connected to the Internet, the user can place unlimited calls or send faxes to South Florida for free. Also the user can check voicemail messages, e-mails, and view your faxes over any Internet connection, avoiding long distance charges. VOX3 allows to make phone calls to and from anywhere in the world bypassing the PSTN (Public Switched Telephone Network), therefore reducing considerably 3
the cost of the call. Call Wizard (an icon on the web portal) gives you real time call control using any computer with any Internet connection. SIP (Session Initiation Protocol - an IP telephony signaling protocol) Devices allow the use of a regular phone to make calls using VOX3. With a click of a mouse, the user can: Answer the call using your computer Answer the call with a regular phone Transfer the call to another phone Transfer the call to an IP address Send the call to a voicemail Play any voice mail greeting the user selects. If user does not send a command to the VOX3 server, the call goes to the voice mail after a user-defined number of rings. Call Control Perhaps one of the most important features of the VOX3 system is the Call Control tab. 4
This feature allows the user to setup three different call statuses that can be activated ( on or off ) with four different profiles for each call status. A simple way to see it is on the following chart: PROFILES C A L L S T A T U S REMOTE OFFICE (On / Off) DO NOT DISTURB (On / Off) AVAILABLE IN OFFICE Calls are directed to the specified phone number. Vox3 maintains control of the call, thus allowing you to use the Call Wizard to transfer the call, send it to Voice Mail etc. AVAILABLE OUT OF OFFICE Calls are directed to an alternate number (mobile phone) or send the calls to voice mail. BUSY Calls are directed to user s Voice Mail, but allow calls from 3 phone numbers to ring on your primary device or be forwarded to an alternate phone number. UNAVAILABLE Calls are directed to user s Voice Mail, allows calls from 3 phone numbers to ring on your primary device or be forwarded to an alternate phone number. You can also select the voice mail message the caller will hear. Do Not Disturb (DND) allows users to prevent the primary phone from ringing, and callers will be sent to Voice Mail. CALL FORWARDING (On / Off) The Call Forwarding service allows user to redirect incoming phone calls to another number, such as a mobile phone or administrative assistant. Unlike Remote Office, Vox3 does not maintain control of the call; therefore calls can't be viewed or controlled through the Call Wizard. With the Call Control users can select the action to be taken with every incoming call, from forwarding it, to sending it to the voice mail, or answering it with a specific greeting message. Phone Calls à la carte There are several ways to make phone calls using VOX3 services; depending on the kind of device you have available when making the phone call. The typical ways to make calls are the following: Computer-to-Phone Call. A VOX3 user can make phone calls using a computer. You can take advantage of the VOX3 Call Wizard to 5
V O X 3 M O R E T H A N A U N I F I E D M E S S A G I N G S E R V I C E make calls. All you will need is a regular microphone and speakers, (though it is recommend the use of a headset). The VOX3 can initiate phone calls from anywhere in the world, as long as an internet connection is available, and from the VOX3 telephone Switch located in Miami, FL., that call will go via PSTN (the Public Switched Telephone Network) and ring at the final call recipient located in any city in the world. If the call recipient is located in South Florida, the call is free; if not the toll to be paid will be from Miami to where the recipient is located. SIP Device-to-Phone Call. VOX3 gives users the ability to make phone calls using a SIP device. SIP appliances are relatively inexpensive, compact, portable, and easy to use. These devices connect to a regular analog phone. Users can then pick-up your phone, and place phone calls just as they would on a normal phone line. SIP Devices are simply connected to the internet-connected network, and make phone calls as using a regular phone. The process and toll fees are the same as explained in above session. Phone-to-Phone Call. VOX3 allows making phone-to-phone calls using the Call Wizard, which allows users to ring any two phones in the world, and connect the calls together. 6
V O X 3 M O R E T H A N A U N I F I E D M E S S A G I N G S E R V I C E The Call Wizard allows making phone calls by ringing a regular phone, and then connecting VOX3 users to the other party, like a Virtual Operator. Let s suppose that a VOX3 user is in South America and is making a call to a customer in New York. The user first tells VOX3 where he/she can be reached at (for instance a cellular phone). Next, user tells VOX3 the number to call to in New York. VOX3 will ring user s cell phone, and upon answering immediately connect the other party in New York. Long distance charges to be applied are from Miami to where the user is located in South America, plus from Miami to New York. MS-Windows Messenger-to-Phone Calls. Computers with the Windows operating system usually have MS-Windows Messenger already installed. In just a few steps, by activating the communication Server service option, users can transform Messenger into a virtual phone, with which you can make phone calls. Procedures and charges are similar when a Computer-to-Phone Call is made. 7
Conclusions Unified Messaging is picking up momentum and will take a leap any time now, so this is a good time to evaluate and implement solutions that will take the enterprise forward into the converged world. Getting managed services, such as VOX3, help to reduce cost and the implementation time gets reduced to nothing. Users can take advantage of services today. VOX3 extends service to new devices such as screen phones, micro-browsers, voice and text pagers. Today it integrates call control with other applications and technologies such as scheduling and contact managers, one-number and followme services. Another benefit of this technology is the cost reduction of long distance charges, making it ideal for road-warrior employees, foreign companies looking for a virtual presence in the USA (with a local US phone and fax number), or corporations with many remote SOHO (Small-Office-Home-Office) employees looking to consolidate all their employees communication needs. About DSLi Corporation Based in Miami, DSLi is the premiere Voice and Data Provider Company combining the power of being its own CLEC with the connectivity of high speed Internet access. In addition to offering Voice and Data service, DSLi facilitates web-site design/development, web hosting, internet security, and is an Information Technology (IT) enabler. For more information contact DSLi at info@dsli.com, visit their web site www.dsli.com, or call at 305-779-7777, 954-880-8888 or 561-9611900. About LoNet, Inc. Based in Miami, LoNet is a Telecom and IT Consulting and Professional Services company. LoNet has become one of the leading technical consulting and service providers offering high-end engineering professional services, including managed services, network consulting, intelligent maintenance and management solutions for emerging generation of communication networks. For more information contact mplorenzo@lonet.us, or call at 305-975-0600 or 786-888-5170. 8