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Enterprise Applications for IP PBXs

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

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  1. Enterprise Applications for IP PBXs Patrick Ferriter Director of Product Marketing Zultys Technologies

  2. Which is more productive?

  3. Old presence tools • Busy lamp field (BLF) • In/Out boards • Recorded voice mail announcements

  4. 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

  5. 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

  6. Presence and call handling • Presence is tightly coupled • Call rules • based on presence

  7. 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

  8. 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

  9. 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

  10. Site B WAN PSTN PSTN PSTN Site C Site A Networked IP PBXs

  11. 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

  12. 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

  13. 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

  14. 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

  15. Voice mail notification • Receive a call from the voice mail system • Email sent to indicate voice mail • Very handy when on the road

  16. 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

  17. 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

  18. 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

  19. Desktop phone control • Desktop application • linked to a specific phone • can initiate and control calls • Call status indications • on phone • on desktop application

  20. Basic CRM integration • Modern IP PBX has TAPI support • used to make and receive calls • Compatible with • Outlook • Goldmine • Maximizer • ACT! • …

  21. 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

  22. Moves, adds, and changes — before • Required ingredients • army of trained technicians • service van in parking lot • an entire weekend

  23. 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

  24. Management applications — before • Disparate systems • Disparate management applications • Options • rely on trained technicians • invest in a lot of training yourself

  25. Management applications — now • Modern IP PBX systems provide • integration in function • integration in management • single interface for management

  26. Expansion — before • Painful process! • New hardware for additional extensions • crude applications for configuring new hardware

  27. 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

  28. Open standards — SIP Use ANY SIP based accessory or application!

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