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Enterprise Applications for IP PBXs. Patrick Ferriter Director of Product Marketing Zultys Technologies. Which is more productive?. Old presence tools. Busy lamp field (BLF) In/Out boards Recorded voice mail announcements. Drawbacks and Limitations. Busy lamp field on the phone
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Enterprise Applications for IP PBXs Patrick Ferriter Director of Product Marketing Zultys Technologies
Old presence tools • Busy lamp field (BLF) • In/Out boards • Recorded voice mail announcements
Drawbacks and Limitations • Busy lamp field • on the phone • not on the phone • In/Out boards • must go to board to view • cumbersome • Voice mail recordings • time consuming
Presence today • Integrated with IP PBX systems • Used by everyone • users • operators • ACD agents • Select buddies from corporate directory • Monitor their presence as it changes • real time
Presence and call handling • Presence is tightly coupled • Call rules • based on presence
Presence and operators • Operators • see presence of everyone • much more useful than BLF • Intelligent call routing • to secretary if in a meeting • to voice mail if busy • Professional impression
IM and Chat • Feature of modern IP PBX systems • Saves time • see presence • send IM • get immediate response • Operators • IM to see if user can take a call
Extensible IM and Chat • Interoperability with other IM and chat tools • very important • SIP based • IM to the phone • IP phones now support IM as well • may not always have PC application
Site B WAN PSTN PSTN PSTN Site C Site A Networked IP PBXs
Distributed applications • Global presence, IM, and chat • Global user directory • Complete mobility • travel to any site and log in • calls come directly to you • Operators anywhere • Agents anywhere
Teleworkers — before • Old PBX systems • set up to forward calls to a home number • PC with VPN client • provides access to corporate network • Completely separate networks • no integration
Home VPN Internet PSTN Teleworkers — now Outside callers dial a single extension - phone at the office rings - phone at home rings • Remote worker • can dial others within the enterprise • can see presence of others in company • can send and receive IM
On the road • Salesperson travels to hotel • Connects laptop to broadband connection • VPN to headquarters • Use soft phone to make and receive calls • set and view presence
Voice mail notification • Receive a call from the voice mail system • Email sent to indicate voice mail • Very handy when on the road
Call return from voice mail • Callers prompted to verify caller ID or leave call back number • When checking voice mail • can return the call • when call ends voice mail review continues • Workers on the go • need not make multiple calls
Fax termination • Replaces fax machines • Replaces external fax servers • Built into modern IP PBX systems • Assign FAX DIDs to users • Fax calls received and faxes distributed to end users
Unified Messaging • Received faxes and voice mail • distributed via email • choice of email client • Modern IP PBXs have tools • for replying to voice mail on the PC • for sending faxes from the desktop
Desktop phone control • Desktop application • linked to a specific phone • can initiate and control calls • Call status indications • on phone • on desktop application
Basic CRM integration • Modern IP PBX has TAPI support • used to make and receive calls • Compatible with • Outlook • Goldmine • Maximizer • ACT! • …
Secure IP Telephony Port mirroring allows snoopy to hear and record voice traffic Voice traffic flows through switches Modern PBX systems support encryption so snoopy cannot hear or decode a conversation
Moves, adds, and changes — before • Required ingredients • army of trained technicians • service van in parking lot • an entire weekend
Moves, adds, and changes — now • Add and change users in seconds • about the same complexity as adding a user in Outlook • Moves • user picks up their phone and takes it to new location • phone boots up and user can receive calls
Management applications — before • Disparate systems • Disparate management applications • Options • rely on trained technicians • invest in a lot of training yourself
Management applications — now • Modern IP PBX systems provide • integration in function • integration in management • single interface for management
Expansion — before • Painful process! • New hardware for additional extensions • crude applications for configuring new hardware
Expansion — now • Modern IP PBX systems • do not require additional hardware to expand to maximum number of users • expand in seconds using software licenses • cut and paste into administrative application
Open standards — SIP Use ANY SIP based accessory or application!