Alcatel OmniPCX Office – Release 5.0 Applications

1. Alcatel OmniPCX Office – Release 5.0Applications SMB Solution Management / May 2005

2. Key Points – Agenda Call Center Office: • Up to 32 agents • Display of group names • Enlarge open days and hours • Hotel: • Wake-up initiator identification • Manual DDI allocation • PIMphony r6.0: • New architecture and offer • PIMphony Attendant • Multi-site supervision • Supervision enhancements • New Telephony Features • CRM integration • Miscellaneous

3. Key points - Agenda • OmniVista4760 r4.0 / 4760RSC r4.0: • IP QoS ticket • Automatic Alarm reporting over IP • RSC: report per client per language, additional field for technician • XML Web Services r3.0: • My Phone: record on line API • My Messaging • My management • Multi-node • OMC Management: • PM5 is renamed in OMC (OmniPCX Office Management Console) • Call accounting over IP • Application contention

4. PIMphony r6.0

5. Example with TAPI 2.1 Example with TAPI TAPI server TAPI client app TAPI API TAPI API Alcatel TAPI SPI (CSTA) MS TAPI 2.1 server TAPI client app MS remote SPI TAPI 2.1 TAPI API Alcatel TAPI SPI Client/server API CSTA client Telephony clients External Telephony server Telephony clients CTI link Client/server API CTI link Reminder: before OmniPCX Office R5.0 TAPI 2.0 or TAPI 2.1 (dedicated server) is mandatory with PIMphony

6. New architecture for PIMphony User PC • PIMphony is now only available in direct connection • Do not use anymore TAPI interface • Benefits • Easy to install • only one configuration • Easy to quote (and cheaper) • Order only the number of PIMphony users needed PIMphony Soap Web Services Provider CSTA Central Services • If dial in PIM is requested, • a complementary software • must be installed on the PC CTI link

7. Architecture with Terminal Server Terminal Server • PIMphony and Microsoft Terminal Server • Easy to install • TAPI 2.1 is no more required • Less expensive • No more TAPI 2.1 licenses PIMphony Soap Web Services Provider CSTA Central Services User with PIMphony under TSE User with PIMphony under TSE CTI link

8. New Offer • PIMphony Basic Free • PIMphony Pro Your productivity tool • PIMphony Team Your groupware tool • PIMphony Attendant Operator with multi-site features • New limits for simultaneous active PIMphony • Maximum 75 on a Compact and Standard Unit • 25 without Hard Disk • 75 with Hard Disk • Maximum 200 on a Premium Unit • No more need for additional TAPI licenses • Nomadic mode activation from all PIMphony range New features

9. PIMphony Attendant

10. PIMphony Attendant: a new license • A version of PIMphony dedicated to attendants / assistants • Can run in OXO multi-site environment • Manage • User information • System information • Maximum 2 PIMphony Attendant applications per system • PIMphony Attendant manages • Up to 2500 multi-site users • Up to 250 users per site

11. Intranet / IP Network PSTN Architecture Reference site Secondary site Secondary site PIMphony Attendant * • Supported links between sites: • H323 • SIP • ISVPN • Information transmitted: • Calling number • Called number * Specific configuration for a centralized PIMphony Attendant in multi-sites environment

12. User management * • PIMphony Attendant read (R) and write (W) the following user information • First name and last name (R/W) • PIMphony profile (R) • Reset password to default value (W) • Account lock/unlock (W) • E-mail address (R/W) • Device language (R/W) • Call barring (R/W) • Online update (W) • Nomadic right (R/W) • Forward state (R/W) • Main phone set number(R) • Other numbers (Home, Mobile, Business2, other) (R/W) Modification protected by password A user can modify his own phone numbers and email address using PIMphony Team except main phone set * Read only

13. User managementMulti-site environment First name and last name modification only for the local PBX All other information can be modified for all the sites

14. System management • PIMphony Attendant read and write • date and time of the systems • Date read is from the local site • Phone book synchronization • Modification of first name and last name in PIMphony Attendant is done only on the local PBX where PIMphony Attendant is connected • PIMphony retrieves user’s information for all the sites when it is launched • Synchronization of phone book must be done with OMC Easy

15. Multi-site supervision • PIMphony Attendant have a multi-site supervision With new ergonomic

16. Full view of card Ready Ringing In call Immediate Forward to xxx Busy Forward to xxx No Answer Forward to xxx Forward text: xxxxxxxxx Out of service Do Not Disturb Nomadic mode to xxx • Go from a simple view to a full view • Action icons • Deflect / transfer to voice mail • Edit user information Access card and preferred button State area Information area

17. Miscellaneous • And even more … • Other enhancements – New icons in supervision window • Forward text + text • Nomadic mode to xx • Incoming / outgoing call information • External / internal call information • Manual or automatic pop up of contact card • Now available also in Assistant view of PIMphony Team

18. PIMphony Telephony features

19. PIMphony and the ACD • Display of the ACD group name with waiting time • Depending on the configuration of the system (global info), information displayed is • Group name • Or • Called name (if known in the PIM) or called number • Useful for multi-secretary or Business Center

20. Call recording • Conversation can be recorded directly with PIMphony • Possible configuration • E-mail notification of the recorded conversation with wav attachment • To the user • Give to the user the right or not to record • Limits • Only up to 3 record on line and conference in the same time on a system

21. New programmable buttons Deflect / transfer a call to the voice mail of a specified user of the local system • Parameter is the extension of the user • Launch a Windows Exe file

22. New programmable buttons Set “Text forwarding” • Predefined text or enter a new message • When an internal user is calling, the text is displayed on the set or in PIMphony Result

23. New icons in the call log • Indication of picked up call • A call is considered as answered and picked up in the following cases • The call has been answered by a third party using a phone or group pick-up. • The call has been answered on another set of a multiset phone • The call has been answered using a supervision key on an other set • A parallel group call has been answered by another member of the group • A dynamic routed call has been answered by the route destination set • Information about forwarded calls • New icon when a received call is forwarded to the voice mail or to an extension (when set is in forward state)

24. PIMphony andthe nomadic mode • Activation/cancel of the nomadic mode • Done through programmable buttons • Extension can be entered or not • Any kind of phone number (mobile, fixed) • Nomadic feature must be allowed to the user • When the nomadic mode is activated • Incoming calls are redirected to the specified extension • Outgoing calls are done with your PBX extension • Nomadic mode remains active if PIMphony is not launched

25. PIMphony and the nomadic mode (con’t) • PIMphony features are available • Telephony features (transfer, conference, …) • Screen pop, Call log, Dial by name • Consultation of voice mail • Interaction with other features • Active forwarding on the fixed terminal has higher priority than nomadic incoming calls • Dynamic routing on the fixed terminal may be performed before answer on nomadic terminal • depending on dynamic routing activation and timer value • 2 metering tickets issued for every nomadic incoming or outgoing call • Ticket 1 : call between external party and internal fixed terminal • Ticket 2 : call between virtual terminal and nomadic terminal

26. PIMphony and the nomadic mode (con’t) • Software licences • Existing nomadic license is required • Global to the system • No nomadic license dedicated for PIMphony • System limits • Maximum 50 simultaneous nomadic users (reminder: 2 trunks per call) • Restrictions • 2 trunks necessary for all nomadic incoming and outgoing calls and a virtual phone • Fixed terminal is “frozen” and cannot be used while nomadic mode is active • Fixed terminal displays “Nomadic mode active”

27. Contact Manager integration • New PIM • Lotus Notes is now supported • Version 5.02 to 6.5 • Level of functionalities • Name resolution / Dial-by-name • Phone number resolution • Contact card opening, closing and creation • Log call information in PIM journal • Restriction • Dial directly in Lotus Notes is not possible (not supported by Lotus Notes) • New version of existing PIM • Act! 2005 (7.x) • GoldMine 6.7

28. Miscellaneous • PIMphony supports the new WLAN sets • MIPT300 and 600 • Localization • Greek is now available

29. PIMphonyCompatibility table with OXO versions • PIMphony 6.0 is only compatible with OmniPCX Office R5.0 • If requested, needs upgrade of OmniPCX Office • PIMphony 5.1 is the maintenance release of PIMphony running with OmniPCX Office R4.1 and before

30. Benefits • Expand our addressable market • Integration of Lotus Notes, Act! 2005, GoldMine 6.7 • PIMphony in multi-sites environment • New language with Greek • Simplify ordering, installation and management • No more TAPI licenses needed • New architecture with only direct connection • Centralized phone book and management for multi-sites • Nomadic mode • Single number dialling point • Remote worker facility providing the comfort and easiness of a telephone set on top of PIMphony • Business calls are charged to the company (at standard rates)

31. OmniTouch Call Center Office

32. Expand our addressable market • Compact evolution • Possibility to add a hard disk • Statistics and Welcome Office Pro are now available • A new license extends Welcome Office Pro to 32 active agents • Available for Compact, Advanced and Premium Unit • Pricing • Extension to 32 agents 2400 € WPL

33. OmniPCX Office offer summary OmniTouch Call Center Office limits by OmniPCX Office platforms (for Compact) Note: Be careful to have enough trunks for the Compact Edition and OXO Unit1 for example !!!

34. ACD enhancements • Display of group name on all Alcatel phone sets with screen • Information is displayed in ringing state • Display format depending on the size of the screen • Minimum size is 16 characters • If known name is displayed, else number • In addition, display of waiting time in queue • Depending on the size of the screen • Information is displayed with the group name • Or alternatively, group name and waiting time • Multi-secretary, Business Center option • Instead of group name, possibility to display the called number • Configuration is done through a global flag in PM5

35. ACD enhancements (con’t) New limits • Exceptional closing days • Up to 40 closing days • Instead of 15 in previous releases • Apply for all the groups or the selected groups • Exceptional opening days • Up to 10 exceptional opening days • For each day, 2 possible time ranges for the opening hours • New language • ACD is now localized in Greek

36. Office Hotel Link (OHL)

37. Hotel applications • New Office Link Driver (OLD) providing • Call accounting over IP (no need anymore of v24 sub-device) • 2 new hotel features: • Wake-up initiator identification (guest or receptionist) • Manual DDI allocation (eg: frequent guests or room reallocation) • OHL interface unchanged for the Application Partners • Requires only to install the new Office Link Driver to be compliant with OXOr5.0 (no development needed) • Development required only to implement the 2 new features • Licenses: • No license for OHL mode • Call accounting over IP license included in Guest server

38. Configuration + 2 new features OHL interface (unchanged) + 2 new features + 2 new features Hotel applications Office Link Driver • What needs to be done by the Application Partner ? • Case 1: No needs for the 2 new features • Use the new OLD driver • No more need for the v24 subdevice • No development • Case 2: With the implementation of the 2 new features • Same as case 1 • + developments required to support the 2 new features • Compatibility rules: Metering over IP Hotel applications (AAPP)

39. Call accounting over IP • Available through a web service: • For 3rd party accounting application on the LAN or eventually over a WAN* connection. AAPP membership required to access to the SDK • Directly usable as an XML file for a simple accounting application packaged within OXO (LAN). OLD.exe driver available for BPs (on technical CDROM). • Substitute for the ”on the fly” metering. • No need anymore for a V24 option • V24 accounting mode remains available • V24 and IP mode are exclusive • Subject to a new call accounting over IP license • *Be careful, OXO internal buffer is limited to 1000 call records. Otherwise, 4760 ticket collector shall be used.

40. Configuration + 2 new features OHL interface (unchanged) + 2 new features Hotel applications (AAPP) + 2 new features XML File Call accounting over IP – Embedded solution A basic accounting solution • Install OLD (Office Link Driver) on a PC • Configure the OLD in “Call Accounting Mode” at installation • (instead of “Hotel mode”) • Driver automatically collects on line the call records in OXO • From the internal IP/V24 metering buffer • Driver stores tickets in an XML file (TicketCollector.xml) • When the file is full (size is programmable), automatic archiving is performed, files are renamed incrementally: TicketCollector_1.xml TicketCollector.xml file HTTPS OLD.exe driver Office Link Driver Call accounting over IP

41. Call Accounting over IP (for BPs) • XML file available on the PC • Directly Read, Sort, Make report, Print in an excel sheet

42. Call Accounting over IP (for AAPP partners) • Developer information • SDK: • OLD.exe driver • Development guide document • Samples of applications • Tests: • Test plan, FAQ, release note,… • Process: • AAPP standard process (membership required) • Reminder: Web services subject to license

43. CTIXML Web Services

44. XML API r3.0 • XML My Phone: record on line API in addition • XML My Messaging • XML My management (limited -See next slide on supported APIs) • XML IP Touch evolution: • Heterogeneous numbering plan support • Forbid notification to all terminals • Notification restricted by licenses • Multi-node: • Only in homogeneous numbering plan • Except for XML IP Touch in heterogeneous numbering plan (in project mode)

45. XML My Management • Supported APIs: • phonebook • loadPhonebook() • getPhoneBook() • releasePhoneBook() • externalSubscriber • loadExternalSubscribers() • getExternalSubscriberList() • getExternalSubscriber() • setExternalSubscriber() • createExternalSubscriber() • removeExternalSubscriber() • Note: “Subscriber” not supported

46. CTI Openness : new commercial offer and pricing • PIMphony does not require anymore TAPI 2.0 nor TAPI 2.1 connectivity • Better price positioning for mid / large configuration with PIMphony • Easier to quote and to install • Existing TAPI 2.0 commercial references kept as add-on • Global limits for CTI clients (TAPI2.0 client & PIMphony): • 75 for Advanced Unit • 200 for Premium Unit • TAPI 2.0 direct connection available for application partners • More attractive TAPI 2.0 “direct connection”, with 4 monitoring and 2 sessions • Price reduction for CTI licenses • Includes CSTA and TAPI 2.1 server

47. Management

48. Management • OMC Management: PM5 is renamed in OMC “OmniPCX Office Management Console” • Multi-site wizard: • Management and configuration tool for Multi-site networked environment • Upfront configuration and synchronization of common data (especially the Phonebook) • New wizard for secondary nodes (ARS, numbering plan) with a copy of the reference node data) • Business opportunities and benefits • Multi-site SMB (typically 3 sites) • Operation cost reduction for installation of private networks • Centralized resources and management

49. OMC Multi-site wizard • Available with OMC: • Installer session (Expert) • Support OXO from r5.x • Limit: • linked to the phonebook entries (up to 5000 from r5.x) and duration of synchronization. • 10 sites is typically a good limit. • Not subject to license

50. OMC Multi-site wizard • Creation of a reference site: • Connect to the OXO reference site • First node is considered as the reference one • Program the site data using the multi-site wizard • Add a (secondary) site: • Automatically connect to the reference site • Upload the common data (Phonebook,…) as well as numbering plans and ARS tables • Automatically copy data in the secondary node • Modification-adaptation of the specific data in the secondary node using the multi-site wizard • At the end, a pop up suggests to synchronize the network : • If YES, all nodes are synchronized • If NO, only the reference site is automatically updated with following data: (Phone book & topology tree)