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Developing Hosted IP PBX Applications

Developing Hosted IP PBX Applications. Bob Minai. Market Landscape. Thirty years of PBX domination PBXs offered more features and management control than legacy Centrex Centrex success mostly limited to price-conscious small businesses, governments and universities

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Developing Hosted IP PBX Applications

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  1. Developing Hosted IP PBX Applications Bob Minai

  2. Market Landscape • Thirty years of PBX domination • PBXs offered more features and management control than legacy Centrex • Centrex success mostly limited to price-conscious small businesses, governments and universities • Network IP telephony taking off • Hosted PBX solutions offer same services & mgmt control as IP PBX • Most Centrex providers evaluating or deploying IP telephony • Numerous carrier deployments underway, including incumbents

  3. Best of both worlds Consistent Global Service Delivery Enterprise Sites Hosted PBX Offers the Best of Both Worlds Hosted PBX Like IP PBX IP-based software model Rich PBX + multimedia functions Web-based control, MACs Like Centrex Scale, reliability Purchase incrementally Centralized control, mgmt. Open, standards-based

  4. Hosted PBX to Surpass IP PBX Stations & Revenue Forecasts for CPE IP-PBX v. Hosted PBX in the US Market Source: IDC

  5. Example Carriers with IP Voice Deployed Incumbent Carriers Competitive Carriers

  6. A rapidly growing and globally diverse group of developers are building Hosted PBX applications Independent software vendors Communication service providers System integrators Building the Value Proposition • Developer’s Value Proposition • Open, standards-based design encourages solution integration • Opportunity to complement existing platform solutions for Hosted PBX, IP Centrex, Consumer Broadband • Existing sales channels provide opportunity for instant exposure • Service Provider Value Prop • Wide range of applications to market to consumers, enterprises, verticals • Accelerated service creation & delivery to serve specialized needs • Bundling best-of-breed solutions • New revenue, higher profitability • Increased customer loyalty

  7. Serving Specialized Customer Needs • Developers can augment Hosted PBX functionality to serve specialized customer needs by leveraging specific expertise • Market segments • Practice areas • Technologies Market Segments Customer Size, Industry Group, Language, etc… Technologies Wireless, Messaging, Presence, etc… Practice Areas Sales & Mktg, Customer Support, Supply Chain, etc… Specialized applications to enhance customer value

  8. Open Client Architecture • Open Client Inteface • Open, XML Client Interface to Client Applications • Call Control Functions • Provisioning Functions • Supports multiple apps from different vendors • Streamlined development and deployment • Applications not required to be hosted on separate servers • Central platform handles provisioning, authentication, back-office integration, and redundancy • Developers able to focus on core expertise Third Party Clients Open Client Interface Open Client Server Provisioning Call Control Hosted PBX Platform

  9. Leveraging Call Control & Provisioning • Open, XML-based interfaces enable developers to leverage capabilities of existing Hosted PBX platforms • Call Control • Functions • Dial, transfer, hold, talk, conference, release, etc. • Monitor users’ hook status (busy, idle, do not disturb) • Services • Call clients • Attendant console, a.k.a receptionist console • Call center integration • Provisioning • Functions • Access to users’ directories and call logs • User and service configuration • Services • OAMP Integration • Service Activation • Custom Web Portals

  10. Example Application Development Market Trends

  11. Application Integration • DSLi’s VOX3 offering integrates telephony with other useful applications • Calendar • Address Book • E-Mail • Instant Messaging • Task List • Stock Portfolio • VOX3 “Call Control” screen customized for residential use • Remote Office • Do Not Disturb • Call Forwarding • Click-to-Dial • Call Log • Multi-language support on-the-fly

  12. Business Process Integration for Verticals • Integrate with business process applications • Billing Management • Client management • Record keeping • Build value proposition • Improves productivity • Reduces costs • Streamlines operations • Other vertical markets • Consulting • Travel • Financial • Health Care BullDog TeleWorks has integrated telephony services with business process applications for small & mid-sized law firms

  13. Carbon Twelve’s miReception AC Provides benefits that customers are willing to pay for Ergonomic work flow Desktop integration (MS Outlook, IM) Access to enterprise directories (LDAP) Integrated Messaging (Email, SMS, IM) Web-Based Attendant Console

  14. Carbon Twelve’s miPA Lite Remote Office Do Not Disturb Call Forwarding Dialer Call Log MS Messenger Also plugs into MS Internet Explorer MS Outlook Plug-In

  15. MS Internet Explorer Plug-In Highlight any phone number, right click and select dial

  16. Family Receptionist Dashboard (Mock-Up) Johnson Family Receptionist Advanced Configuration Feature Codes Auth. Codes Call Intercept Caller ID Local & Toll Free Domestic LD International LD Toll Calls Receive Collect Calls Ring main number directly Ring all home numbers simultaneously Handle call with Family Receptionist Key 1 2 3 4 5 Name Number Status Restriction 301-555-1001 Main number 301-555-1002 Dad’s home office X X X 301-555-1003 Annie’s teen line M-F 4-8pm 301-555-1004 Tom’s Nextel mobile # Drop-down box includes numbers assigned as home lines. Customer can restrict outgoing & incoming call types for these numbers Also provide option to enter PSTN numbers for routing. Potentially could offer capability to configure other numbers via portal, e.g. cell phones. Default Greeting Personal Greeting Browse for new greeting Browse Music on Hold Browse Opportunity to sell Music on Hold tunes.

  17. SIP Call routed to External App Call Initiated OCS Retrieve Group Directory SIP Transfer Call Voice Dialing Application • Platform uses SIP to handoff calls • Calls routed to third-party application • Third-party server processes call, provides service • Third-party server can also use Open Client Server (OCS) interface • Example: SIP-based speech recognition auto attendant • Platform routes calls to external application • External application • (1) Retrieves company directory using OCS • (2) Provides voice-based auto attendant service • (3) Routes call back through BroadWorks 3RD Party SIP Application Server

  18. Sample Possibilities • CRM Integration • Dial from directory • Access directory for caller identity and account access • VoIP Soft Client • Call control via Hosted PBX platform • Switch between voice and video calls • Hospitality Applications • Automatic Wake-Up, Do Not Disturb • Check-In, Check-Out • Lotus Sametime • Dial from contacts • Access contacts for caller identity • Windows Messenger • Dial from buddy list • Escalate instant messaging session to voice / video call

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