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Clearspan® Product Overview R19

Aastra – 2740-007

2014 Clearspan® is a Registered Trademark of Aastra Technologies Ltd.

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Summary of Contents for Clearspan

Page 1: ...astra 2740 007 2014 Clearspan is a Registered Trademark of Aastra Technologies Ltd Page1 of 93 2811 Internet Blvd Frisco Texas 75034 1851 Tel 1 469 365 3000 Tel 1 800 468 3266 www aastrausa com Produc...

Page 2: ...Clearspan Product Overview R19 Aastra 2740 007 2014 Clearspan is a Registered Trademark of Aastra Technologies Ltd Page2 of 93...

Page 3: ...rs within seven business days of the contact Note that product support is not available through this email address For product support contact the Aastra Customer Technical Support ACTS at 1 800 729 1...

Page 4: ...t Description 007 6 6 2014 Velvet Moore Updated Device Management information 006 04 22 14 Gary Mading Final edit for Release 19 and clients 005 10 30 13 Gary Mading Additions for Clearspan applicatio...

Page 5: ...24 2 2 5 Software Reliability 25 2 3 Core Security 25 2 3 1 XSP Server Security 26 2 3 2 SSM Server Security 26 2 3 3 Web Portal and CLI Access 26 2 4 Campus Architecture 29 2 4 1 Design Consideration...

Page 6: ...rspan Receptionist 70 5 System Management 74 5 1 OpEasy 74 5 2 Web Portals 75 5 2 1 System Administrator Web Portal 76 5 2 2 Enterprise Web Portal 80 5 2 3 Group Web Portal 81 5 2 4 Personal Web Porta...

Page 7: ...d Call setup Call Flows 32 Figure 17 Clearspan Inbound Signaling and Call Flows 33 Figure 18 Inbound Call setup Call Flows 34 Figure 19 Clearspan Internal Signaling and Call Flows 35 Figure 20 Interna...

Page 8: ...View 68 Figure 41 Call Center Reporting Table View 68 Figure 42 Call Center Reporting Skill Level Utilization 69 Figure 43 Call Center Reporting Agent Duration 69 Figure 44 Clearspan Receptionist Con...

Page 9: ...to millions of users Deployed on industry standard servers the solution delivers lower total cost of ownership TCO by lowing implementation operating support and maintenance costs IT and Telecom mana...

Page 10: ...e a group of equipment and services that provide call control security media resources and web based management functions A basic deployment has two fully redundant cores that are typically deployed i...

Page 11: ...r resides the BroadWorks server complex a multi tenant architecture deployed in the largest carriers in the world Wrapped around the BroadWorks server complex is a layer of advanced security and inter...

Page 12: ...rofile Server PS provides configuration files to soft clients and manages Meet me recordings Deployed in pool architecture XSP Server XSP supports Clearspan system web interfaces and additional extern...

Page 13: ...the main interconnect and protocols used 2 1 2 1 SIP Session Management SSM The SSM servers are Session Border Controllers SBCs that are the secure SIP RTP gateways to the system In the Clearspan arch...

Page 14: ...d for different user groups based on the services of those groups The Clearspan database maintains user and group profiles as well as service and subscription data Updates and access are performed in...

Page 15: ...ertisements in Call Center queues capture and play DTMF tones and other treatments to callers The MS uses standard interfaces with interconnections to the Application Server and end devices as shown i...

Page 16: ...tem administrators to centrally manage network related applications within their network This includes public translations and routing capabilities such as least cost routing as well as enterprise foc...

Page 17: ...s driven by a flexible policy approach Dialing plans call typing route selection and network services configuration are policy driven and can be updated on the fly The ServiceOS manages the sessions w...

Page 18: ...nd the captured message as a wav file attachment When voice messages are retrieved by users through their telephone the AS notifies the MS of a count of how many voice messages are new and old which i...

Page 19: ...to prevent single points of failure Both local and geographic redundancy options are supported Aastra s standard configuration is the single instance mode with each server utilizing RAID 10 for redund...

Page 20: ...rough the server complex that the report is ready and displayed on the supervisor client 2 1 2 9 Element Management System EMS The EMS is the Fault Configuration Accounting Performance and Security FC...

Page 21: ...ers of redundancy within the Clearspan Core and they include Hardware Redundancy Software Application Redundancy Network Redundancy Software Reliability Geographic Redundancy Each of these elements pl...

Page 22: ...work failure users are automatically rolled over to the secondary Application Server on the next call either originating or terminating that involves a subscriber This ensures continuous access to nor...

Page 23: ...zation Using this all the device file resources and file based configuration are synchronized using RSYNC 2 2 2 5 Xtended Services Platform XSP Server Redundancy The XSP servers operate in a stateless...

Page 24: ...nterface plane or they can choose to separate them for security purposes onto separate physical interfaces In either configuration administrators can also choose the redundant addressing scheme that b...

Page 25: ...nd keeping its processes up and running Alarms are generated in the event of a software failure Internally each process contains a watch dog thread to keep all subsystems alive and functioning and to...

Page 26: ...e VoIP SIP firewall SIP session security management NAT traversal Topology hiding DoS and intrusion prevention Header manipulation Registration proxy The SSMs participate in the registration and authe...

Page 27: ...dia Server Network Server System administrator Enterprise administrator Group provisioning administrator Group administrator End user Not accessible by any user type CLI access only System administrat...

Page 28: ......

Page 29: ...ed within the site The ESBC is a critical element and performs the following functions Serves as a service demarcation for hosted PBX service as well as SIP trunks from a carrier Monitors health of th...

Page 30: ...urvivable in reaching the PSTN being able to dial emergency services if the core call control is not reachable Does the campus equipment need to support a fail over or backup network How will remote a...

Page 31: ...user initiates the call Figure 15 Outbound Signaling and Call Flows The SIP signaling traverses the customer LAN and potentially WAN if this is a hosted solution to reach the Clearspan node 1 and 2 U...

Page 32: ...g information required to direct the call setup request The AS also initiates a CDR for record keeping accounting purposes 4 The NS provides the AS with the information on where to route the signaling...

Page 33: ...being processed by the Clearspan server complex the signaling is forwarded over the customers LAN to the SIP endpoint that is being called 3 and 4 Upon the called SIP endpoint accepting the inbound c...

Page 34: ...ing request to the Application Server AS to perform the call processing function 3 The AS queries the Network Server NS to obtain the required routing and translating functions required to direct the...

Page 35: ...routed over the internal network even if both internal parties are at different physical locations The SIP Signaling traverses the customer LAN to reach the Clearspan node 1 and 2 Upon being processed...

Page 36: ...ord keeping accounting purposes 4 The SSM directs the signaling request to the other internal SIP endpoint to complete the call setup request 2 4 3 911 and E911 Considerations Clearspan provides a lev...

Page 37: ...to a fixed number CDR Call Data Records are available for all emergency calls 2 4 3 1 Clearspan 911 E911 Deployment Options In all 911 scenarios it is important that the customer premises be configure...

Page 38: ...ilities inherent to the Clearspan platform customers can also deploy Clearspan with an optional Emergency Gateway EGW to offer a more robust survivable solution There are some constraints when deployi...

Page 39: ...trol 5 A local media gateway may be used to route the call to an in region PSAP 6 Other SIP based 911 routing options may be used instead of the local media gateway to reach the PSAP VPC etc 2 4 3 1 3...

Page 40: ...rspan Communicator client application which is deployed on Windows PCs Mac OS X as well as Apple iOS and Google Android operating system based platforms End users use Clearspan Communicator to access...

Page 41: ...acts Rich presence capabilities based on many inputs including telephony status user selected status or Microsoft Exchange status Desktop sharing My Room an always on collaboration space enabling a co...

Page 42: ...ing and Presence IM P Desktop sharing Full Web Collaboration capabilities With the IM P service the Clearspan Communicator allows a user to build a list of frequent contacts called buddies When users...

Page 43: ...dant console application that provides group member call status directory integration presence and click to transfer functionality Clearspan Call Center Thin client application for call center agents...

Page 44: ...Clearspan Communicator is a set of software based SIP clients available on a number of platforms Clearspan Communicator provides an evolution of the original BroadSoft UC ONE client and combines acces...

Page 45: ...and Android based tablets and the MAC platforms 3 4 2 1 Clearspan Communicator Lite The Clearspan Communicator Lite offers the ability for users to control their services The client supports the follo...

Page 46: ...e to auto provision the client provide automatic updates and maintain version control seamlessly through the Clearspan Application Server Clearspan Communicator Audio is capable of supporting both G 7...

Page 47: ...ndsets while the video signal is connected to the video client Thus users can enjoy features of their desk handsets such as a high fidelity speakers and microphone along with the multimedia experience...

Page 48: ...numbers o High Traffic Allows more than one attendant console managing multiple dedicated main line numbers o Network Attendant Console Allows geographically dispersed operators to support each other...

Page 49: ...pages and functions Call Console You use the Call Console to view and manage your current calls Contacts pane The Contacts pane contains your contact directories the list of your supervisors and the l...

Page 50: ......

Page 51: ...Productivity Clients Clearspan supports a variety of PC Mac mobile and web clients that provide personal productivity enhancement and also supports specialized clients for applications like Call Cente...

Page 52: ...more closely with remote parties Call Center A carrier class communications management product for Call Center agents and supervisors used with the Clearspan platform on which call centers are hosted...

Page 53: ...heir lines Home or contract workers who work from a home office over a residential line The following figure shows an example of how a heterogeneous enterprise is served by an enterprise administrator...

Page 54: ...business features are supported on 2G 2 5G and 3G handsets including enhanced business services like Mobile Receptionist 4 2 2 Fixed Mobile Convergence When Clearspan is coupled together with Aastra...

Page 55: ...ring event or a reservation less conference that is available at any time Key Benefits of the Clearspan Solution Reduce costs The solution runs on existing Clearspan servers eliminating the need to in...

Page 56: ...ables them to deploy a cost effective web collaboration service and immediately benefit from increased productivity and efficiencies that it provides There are two clients available for the Web Collab...

Page 57: ...h pointers and can annotate on live screens stored documents and whiteboards including embedding images and adding text Recording and editing Sessions can be recorded and edited They can then be poste...

Page 58: ...logies Ltd Page58of 93 Figure 33 Same Web Collaboration Example Shown on Tablet Screen In addition to the actual in session interface the Web Collaboration service provides a number of intuitive setup...

Page 59: ...l Center Interoffice Auto Attendant Web Conferencing and Voice VPN Users can access and configure these services in real time through the CommPilot Personal Portal For multi site businesses overlay se...

Page 60: ...h Some of the key components of the Clearspan Call Center solution are the hosted web applications that are used by agents and supervisors The clients referred to in this document as the Clearspan Age...

Page 61: ...ations using Clearspan Hoteling Agents can easily log in at a shared workstation and or phone while maintaining their user settings Unified Messaging for Voice Video and Fax Clearspan Unified Messagin...

Page 62: ...e Figure 36 Clearspan Call Center Agent Thin Client The main elements of the Call Center Agent client window are broken down into the following components Logo Pane The Call Center main window interfa...

Page 63: ...Panel Allows users to manage Speed Dial 8 and Speed Dial 100 contacts It is available to users who have been assigned Speed Dial 8 and or Speed Dial 100 services o Queues Panel The Queues panel availa...

Page 64: ...Expected Waiting Time This is the estimated time a caller has to wait in this queue before their call is answered o AHT Average Handle Time This is the average time it takes to process a call in this...

Page 65: ...e following tasks Retrieve a Call Retrieve calls from the queue and answer the calls themselves This effectively transfers the call out of the queue to the Supervisor Transfer a Call Transfer calls fr...

Page 66: ...two parts with queue information in the top half and agent information in the bottom half The information is updated at a configurable refresh rate The default is 5 seconds Queue Information The Super...

Page 67: ...If an agent is in multiple calls the call time reflects the time of the longest running call When a call is released then the call time reflects the time on the remaining calls o Agent State Time The...

Page 68: ...rest When not provided the end time is assumed to be the current time that is the time at which the report request is executed Historical reports provide data up to a specified time that occurred in t...

Page 69: ...n Report template is a real time report template which can be used by administrators agents and supervisors to request real time or historical reports This is an interval based report template The rep...

Page 70: ...er identification service DNIS numbers being assigned to a single call center agent skill levels for directing calls to more skilled agents additional unavailable codes for when agents are not able to...

Page 71: ...earspan Receptionist Console The Clearspan Receptionist Console interface contains the following main work areas Logo pane The Logo pane displays links to other pages or functions of Receptionist and...

Page 72: ...e Common This consists of all contacts in the user s group enterprise s common phone list configured by their administrator on Clearspan The directory may be empty if the administrator has not configu...

Page 73: ...t directory name This consists of all contacts in the user s custom contact directories configured by the administrator on the web portal Each custom directory is displayed in a separate tab Users may...

Page 74: ...ilder for configuration and provisioning of the system and SNMP Manager for monitoring and system error notification The following figure shows the main screen after the OpEasy login Figure 45 OpEasy...

Page 75: ...the SNMP Manager the user can display both recent and historical traps In addition the reporting of traps can be throttled to prevent over notification System Status A web application that provides a...

Page 76: ...ers Activating and customizing services such as Call Forwarding and Call Notification is simple and intuitive Figure 46 Hierarchy of the Clearspan Web Portal Clearspan web portals are delivered from t...

Page 77: ...me originating tag billable call duration call type media codecs used conference data dialed digits prior to any translations and IP address of access device If a call consists of multiple legs due to...

Page 78: ...ccess device or server configuration information Group provisioning administrators can view add modify and delete the groups and users created by other provisioning administrators 5 2 1 3 2 Portal Sup...

Page 79: ...on about the command line interface for a particular server refer to the appropriate Command Line Interface Administration Guide 5 2 1 5 Service Quantities This feature allows system or enterprise adm...

Page 80: ...external interface for user or operations support system access The interface allows an external system the capability of adding removing and modifying groups and the services resources and telephone...

Page 81: ...nother example if Clearspan is being used to provide voice mail only an enterprise administrator could configure the host system as a shared access device for the purpose of delivering MWI notificatio...

Page 82: ...o configure hours of operation greetings and transfer options Figure 50 Auto Attendant Business Hours Screen Similar web pages are provided to manage a host of group services including Account Codes A...

Page 83: ...wing figure enables users to indicate which incoming calls they want to be notified of and during which hours of the week They can also choose to have their notifications sent to their mobile phone or...

Page 84: ...y for the storage of device files It offers an HTTP and webdav interface for file operations and it supports authentication and file replication with other PSs for scalability and redundancy The confi...

Page 85: ...erate configuration files Configuration files are stored on the Profile Server and made accessible to the devices over the access network The Clearspan Application Server uses either File Transfer Pro...

Page 86: ...ts of users in the network by customizing resources at the corresponding group level This allows administrators to present specific backgrounds or logos to the liquid crystal display LCD display on In...

Page 87: ...cense file generated and stored on the AS The next level of licensing platform options are system wide options and typically include Lawful Intercept CALEA inbound FAX to email VoIP active and passive...

Page 88: ...rk of Aastra Technologies Ltd Page88of 93 Figure 54 Feature Packages Finally licensed users may be give a wide variety of Unified Communication packages including but not limited to Call Centers Fixed...

Page 89: ...runking enables users to have a unified feature set and dial plan For wide spread deployment the system is easily configured and operational within days or weeks The integration of telephony the web p...

Page 90: ...Clearspan Product Overview R19 Aastra 2740 007 2014 Clearspan is a Registered Trademark of Aastra Technologies Ltd Page90of 93...

Page 91: ...management 76 Web Server 14 Clearspan Assistant Enterprise 43 Toolbar 43 Clearspan Call Center 49 Clearspan Communicator 46 Clearspan Receptionist 70 CommPilot Enterprise Portal 80 Group 76 Group Port...

Page 92: ...tware reliability 25 Solution sets Business conferencing 51 Call Centers and call distribution 51 Clients 51 Corporate dial plans 51 Executive assistant support 51 Mobile integration 51 PBX integratio...

Page 93: ...Clearspan Product Overview R19 Aastra 2740 007 2014 Clearspan is a Registered Trademark of Aastra Technologies Ltd Page93of 93...

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