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Symposium Call Centre Server

163

• With Symposium Call Centre Server the call

queuing and treatments provided are based

on the instructions defined in each script –

supporting tremendous customisation in sync

with the contact centre’s dynamic requirements

• Virtual or networked call centres with centralised

administration, management and reporting can

also be built offering increased business

productivity

• Multimedia integration through open interfaces,

integrates completely with the Symposium

Application suite of products

• Relevant Management Reports allow easily

customisable reports using industry standard

report writers

• Real Time Call Centre data permits rapid response

to changing Call Centre conditions

• Easy-to-learn and easy-to-operate, using familiar

Windows and Explorer based displays for agents,

supervisors and managers

• The scalability of Symposium permits cost

effective entry level with expansion potential to

meet the changing needs of any enterprise

• Symposium Web Client - Customers with

Symposium Call Centre Server Release 4.0

onwards can now take advantage of an Internet

browser-based thin client application that

introduces superior management tools and

simplifies the administration and configuration

of clients on the Symposium Call Centre Server

• Up to 1,500 concurrent active agents

(3,000 configured)

• 1 to 48 agent call answering priority levels

• Calls can be queued to up to 20 skill sets

simultaneously

• Up to 350 skill sets (300 local, 50 network),

individual agents can be assigned to 50 skill sets

simultaneously

• Approximately 35,000 calls per hour

• Up to 30 networked SCCS sites in a Meridian 1

or CSE1K environment

• Server Operating System - Windows 2000

• Client Operating System Windows 95, 98, 2000

and NT 4.0 Workstation

• Simple Network Management Protocol

(SNMP) compliancy

• 7 x 24 x 365 reliability

Ordering Information

For further information, please contact your local Nortel Networks Representative.

Summary of Contents for Nortel Passport 8100

Page 1: ...Product and Solution End User Edition January 2003 Nortel Networks Reference Guide for Enterprise Customers ...

Page 2: ...0 Series Routing Switches 35 Routing BayRS Access Stack Node ASN 39 BayRS Advance Remote Node ARN 41 BayRS Backbone Node BN 43 Contivity Secure IP Services Gateway 45 Passport 1424 Switch 23 Passport 2430 BayRS Access Router 51 Passport 5430 BayRS Router 53 Multiservice Switching Passport 4400 Multiservice Access Switch 55 Passport 6400 Multiservice Enterprise Switch 57 Passport 7400 Multiservice ...

Page 3: ...y Gateway ITG Line Card 97 Internet Telephony Gateway ITG Trunk Card 119 Meridian 1 Option 11C 123 Meridian 1 Option 11C Mini 127 Meridian 1 Option 61C 81C Communication Systems 129 Meridian 1 Remote Services Line Side E1 Interface 131 Remote Office 9150 133 Remote Office 9110 9115 137 Terminals Internet Telephone 87 M3900 Digital Telephones 139 USB Headset Adapter 111 Integrated VoIP Applications...

Page 4: ...ntre Solution 207 Multimedia Customer Contact Solution 211 Speech Enabled Self Service 215 Business Connectivity via the Internet Data Centre Solution Converged LAN and Server Performance Optimisation 217 Secure Remote Connectivity Home Worker 219 Secure Remote Connectivity Intranet IP VPN 221 Secure Remote Connectivity Extranet IP VPN 223 Secure Remote Connectivity Remote Access IP VPN 225 Optica...

Page 5: ...Table of Contents ...

Page 6: ...been designed to provide in depth information of Nortel Networks high performance enterprise solution sets including specific product portfolio details together with examples of their applications and competitive positioning Please note that the solutions included in this guide do not represent the entire Nortel Networks portfolio For additional information please contact your local Nortel Network...

Page 7: ...ore more efficiently and with more intelligence Of increasing importance is what new revenue opportunities they can help create Convergence is a key theme not just the convergence of voice and data but also the elimination of network boundaries for accessing the communications infrastructure with the ability to support multiple devices in order to share information Nortel Networks has emerged as t...

Page 8: ...P R O D U C T G U I D E Nortel Networks ...

Page 9: ...Nortel Networks Product Guide ...

Page 10: ...y across the 20 RISC processors The feature rich WebOS not only performs standard Content Switching but also allows for advanced applications such as Firewall Load Balancing Application Redirection Wireless access and full RTSP Streaming support The switch is without doubt an easy to mange and robust device that is deployed in some of the most mission critical and highly accessed sites today The i...

Page 11: ... SLAs and usage based services Response Time Bandwidth Link Hash Least Connections Maximum Connections Leastconn Maxconn and Roundrobin load balancing metrics for unparalleled infrastructure optimisation Full network address translation enables multi site load balancing and traffic redirection Global Server load balancing to distributed servers based on health user proximity server weights and res...

Page 12: ...h checks to optimise existing server infrastructure and minimise costs Enables Firewall and VPN Load Balancing which can run simultaneously with server load balancing for economical security deployment without bottlenecks Delivers Content Intelligent Switching and true session level persistence to maximise profitability while minimising infrastructure impact Supports unique features to enable new ...

Page 13: ...4 Alteon Web Switch Module WSM Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 14: ...distant offices up to 70 km that need to share resources Are you concerned about cost when considering switching purchase Do you want Gigabit performance without the investment in a chassis based switch Do you expect your business to grow and the associated traffic in your network within the next 6 18 months Key Points High density high bandwidth desktop switching Dual 24 Gb switch fabrics Simple ...

Page 15: ... training and installation costs All BayStack switches including the BayStack 470 48T have a common look and feel which reduces training costs These tools include Web Command Line Interface CLI menus Optivity Network Management System NMS Optivity Switch Manager OSM and Optivity Policy Services OPS Save money and time with Auto MDI MDIX feature This feature eliminates the need for expensive cross ...

Page 16: ...share resources Do you expect your business to grow within the next 6 18 months Are you concerned about cost when considering switching purchases Typical Applications Network segmentation and high density desktop switching High speed LAN connectivity and data access Gigabit uplinks to fit any larger network architecture Key Points Affordability low per port price for a cost effective switching sol...

Page 17: ... is secure BaySecure MAC address Access Control provides enhanced security by limiting access to the switch based on allowed source MAC addresses Enhanced administration control with RADIUS based authentication administrative access to the switch is password protected Protects your initial investment grow your network with the stackable solution that grows The BayStack 420 can stack up to 8 switch...

Page 18: ...eb based Management Yes Yes via Business Policy Switch 10BASE T Yes Yes 10BASE T 100BASE TX Yes Yes 100BASE FX No Yes 1000BASE SX LX XD ZX Yes Yes BootP support Yes Yes TFTP support Yes Yes Telnet support Yes Yes Full Duplex Yes Yes Port Mirroring Yes Yes BaySecure Security Yes Yes Port based VLAN Support Yes Yes Protocol based VLAN Support No Yes Fail Safe Stackability No Yes Distributed MultiLin...

Page 19: ...10 BayStack 420 Switch ...

Page 20: ...uration so that if one unit should fail application connectivity is not affected Each Gigabit uplink on the BayStack 450 is equipped with two different physical fibre connectors so that if one should fail traffic can be immediately switched to the other MultiLink Trunking allows ports to be aggregated for higher bandwidth and redundancy If one port fails the others take the load seamlessly Load ba...

Page 21: ...itching solution FailSafe Stackability A key differentiation for the BayStack 450 Switches is their fail safe stacking feature BayStack 450 Switches can stack up to 8 units with a cascade stacking design guaranteeing uptime even if any switch in the stack should fail Cascade cables loop stacking signals back at point of failure thus maintaining the integrity of the stack even in the unlikely event...

Page 22: ...the features of Nortel Networks Business Policy Switch such as advanced Quality of Service QoS and high resiliency The BayStack 460 24T PWR Switch will begin to be orderable in January 2003 The switch is scheduled to ship in January 2003 BayStack 460 24T PWR Power over Ethernet PoE Switch further extends Nortel Networks Voice over IP VoIP portfolio Building on the success of the expanding BayStack...

Page 23: ... port and power distribution is actively monitored based on power current availability port priority Active circuit protection automatically disables the port if there is a short while other ports remain active Includes resiliency and robust QoS features of Business Policy Switch Distributed MultiLink Trunking feature provides port aggregation and fail over connections across different switches in...

Page 24: ...bandwith requirements such as multimedia video and application streaming eCommerce and Web Applications Delay intolerant applications such as IP telephony Key Points Industry leading QoS capabilities and features Web based management The size only 1 U high Innovative built in stacking ports Two built in GBIC ports for highest uplink capacity 2Gb per switch in stack Fail safe stacking and resilienc...

Page 25: ...oints of failure in the network and allows BayStack 470s to have multiple active connections to the network core Secure access and data traffic protection Features include BaySecure Radius IP Manager List Access List SNMP v3 password protection and Extensible Authentication Protocol EAP over LAN Nortel Networks is the only major vendor to support SNMPv3 protocol for user authentication and data en...

Page 26: ...e to revenue and customer satisfaction The three NEBS compliant products deliver a variety of access options to meet service demands and transport choices The OPTera Metro 1000 series also features QoS to enable tiered services and profitable SLAs Like the OPTera Metro 1200 the OPTera Metro 1400 and 1450 Ethernet Service Modules ESM represent a new class of purpose built carrier class edge devices...

Page 27: ...Metro 1000 series is provisioned with the relevant service SLA metrics and TDI VPN ID information Using the Auto Discovery feature it automatically learns of other sites in the customer network thus avoiding the need to provision existing network devices When adding or deleting a new site to an existing customer network the service provider needs to only provision the site enabling Simple End poin...

Page 28: ...0 customers per OPTera Metro 1000 device by using a Transparent Domain Identifier TDI VPN Identifier VPN ID for each customer Quality of Service QoS and Service Level Agreement SLA support through tunable bandwidth from 1 Mbps to 100 Mbps in increments of 1 Mbps per port or per TDI VPN ID 802 1p and DSCP priorities mapping utilisation of 4 UNI egress queues and 8 NNI egress queues OPTera Metro 100...

Page 29: ...20 OPTera Metro 1000 Ethernet Service Module ...

Page 30: ...livers unsurpassed reliability massive bandwidth exceptional performance and industry leading intelligence Enabling a distributed logical provider edge model that replaces the complex and expensive fully meshed metro networks of today with a dramatically simplified hub and spoke model OPTera Metro 8000 is leading the Optical Ethernet revolution and delivering on the promise of faster simpler more ...

Page 31: ...reliability mechanisms NEBS 3 compliant chassis All components hot swappable and redundant Only device in class capable of fully redundant configuration 22 OPTera Metro 8000 Services Switch Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 32: ...wer problems to troubleshoot The Passport 1424T s ability to classify traffic at the network edge allows network administrators to set policies based on traffic type which ensures that applications who have special bandwidth requirements will get the bandwidth they need Flexibility With 24 10 100 ports and 2 GBIC slots the Passport 1424T provides enhanced connectivity for workgroups and servers Th...

Page 33: ...24 Passport 1424 Switch ...

Page 34: ...ng needs Enterprise Customers Is reliability critical to your business Do you plan to upgrade your existing Ethernet network Do you plan do migrate your network from ATM or Token Ring to Ethernet Do you plan to unify your communications onto one network What are your plans for deploying web hosting services Do you have mission critical traffic requiring prioritisation What are your plans for deplo...

Page 35: ...ical Ethernet Metro network Typical Applications Enterprise Customers Desktop switching Enterprise core IP routing IP Multicasting Web hosting Metropolitan inter site connectivity Service Provider and Carriers Metropolitan Ethernet Service Internet Data Centre Transparent LAN services Virtual Private Networking Services Disaster Recovery Services Service Provider internal networks Key Points High ...

Page 36: ...plifies design sparing training and operations Flexible solution series that can be deployed to meet a variety of different needs and that grows with your customer s network Powerful Ethernet and web switching capabilities in a single solution simplifies deployment and operations No performance penalty for real time applications that demand Quality of Service even during periods of network congest...

Page 37: ...28 Passport 8000 Series Switches ...

Page 38: ...eploying an Internet Data Centre Is reliability critical to your customers What are your plans for delivering Virtual Private Network services Passport 8000 Chassis 29 Passport 8000 Chassis Overview The Passport 8000 series is comprised of four chassis the ten slot Passport 8010 and Passport 8010CO the six slot Passport 8006 and the three slot Passport 8003 The series also includes two categories ...

Page 39: ...s non blocking switching fabric 96Mpps throughput Wire speed L2 through L7 packet classification Wire speed L2 through L7 forwarding for critical data traffic Resilience Five nines carrier grade reliability no single point of failure Device level redundancy power supplies fans switching fabrics modules All components hot swappable Link level redundancy Multi Link Trunking Split Multi Link Trunking...

Page 40: ...ies design sparing training and operations Flexible solution series that can be deployed to meet a variety of different needs and that grows with your customer s network Powerful Ethernet and web switching capabilities in a single solution simplifies deployment and operations No performance penalty for real time applications that demand Quality of Service even during periods of network congestion ...

Page 41: ...32 Passport 8000 Chassis ...

Page 42: ...etwork Do you plan to deploy Internet telephony Do you plan to deploy videoconferencing on your data network Do you plan to deploy streaming audio or video applications Do you plan to deploy desktop based instruction Typical Applications Desktop Switching Power User Group eg Graphic Workstations Wiring Closet aggregation Key Points High Density Layer 2 switching Low Cost Advanced Features Redundan...

Page 43: ...apacity switching for high density wiring closets Flexible solution series that can be deployed to meet a variety of different needs and that grows with your customer s network High density for large wiring closet applications No single point of failure in the switch control plane Prevents service and network management interruption No single point of failure in the switch control plane No wasted ...

Page 44: ... a powerful and highly reliable routing solution providing hardware based Layer 2 through Layer 7 routing and traffic classification These modules are specifically designed to offer high redundancy high density and high bandwidth connections wire speed performance and penalty free QoS support to Enterprises Service Providers and Carriers Passport 8600 series Routing Switch modules typically reside...

Page 45: ...services What are your plans for deploying an Internet Data Centre Is reliability critical to your customers What are your plans for delivering Virtual Private Network services What are your plans for delivering Transparent LAN services What are your plans for offering streaming audio or video services What are your plans for offering Video On Demand services What are your plans for offering Inter...

Page 46: ...sable and configurable Copper and fibre Ethernet ATM and PoS support Benefit One chassis with a variety of I O modules for the wiring closet Enterprise network core Metro edge or Metro Ethernet core delivers flexibility and simplifies design sparing training and operations Flexible solution series that can be deployed to meet a variety of different needs and that grows with your customer s network...

Page 47: ...38 OPTera Metro 5000 Multiservice Switch ...

Page 48: ...st packet cache Redundant power High performance processor LAN and serial Interfaces Progressive traffic management Hardware based data compression coprocessor net module BayRS Access Stack Node ASN 39 BayRS Access Stack Node ASN Overview Nortel Networks Access Stack Node ASN is a stackable router that provides cost effective solutions for Enterprise network centres Nortel Networks Switched Intern...

Page 49: ... s network interfaces Provides network connectivity via a selection of net modules that provide Ethernet 100 Base T Fast Ethernet Token Ring FDDI Synchronous T1 E1 ISDN BRI and ISN PRI interfaces to meet a wide variety of connectivity requirements Allows dynamic control of network traffic based on application user or other criteria Allows CPU resources to be used for higher throughput or other pro...

Page 50: ... a branch access router that provides enhanced connectivity and forwarding capabilities for remote locations A Motorola 33 MHZ 68040 microprocessor ensures high forwarding and filtering rates scaling up to 25 000 pps across each of its network interfaces The ARN provides highspeed WAN connectivity high interface density legacy traffic transport dial services dual LAN support and available RMON har...

Page 51: ...g Data Compression on a per circuit link basis Diffserv EZ Install Interfaces 2 WAN adaptor modules capable of supporting Serial V 35 X 21 ISDN BRI S T U E1 and Fractional E1 RJ45 or BNC LAN 10 100BaseTx 100BaseFx Token Ring Protocols WAN Frame Relay PPP X 25 SMDS and IP LAN Ethernet Token Ring 42 BayRS Advance Remote Node ARN Ordering Information For further information please contact your local ...

Page 52: ... 3 Mpps aggregate performance Scalable routes VCs VPN tunnels compression Resilient hot swap redundancy HW SW fault isolation Tight integration with campus backbone frame or cell Platform for delivery of enhanced IP Services and migration to IP optimised networks Highly scalable routing protocols OSPF BGP4 Multiprotocol migration IPX SNA Appletalk WAN access ATM Frame Relay leased lines Features a...

Page 53: ...44 BayRS Backbone Node BN ...

Page 54: ...he solution includes site to site encrypted tunnelling IPSec encryption from the switch to the desktop integrated configuration and management software simplified interfaces for both switch administration and for the IPSec Client an integrated Authorisation Authentication and Accounting AAA server and flexible and scalable VPN deployment options Nortel Networks high performance VPN platforms enabl...

Page 55: ...tivity with standard software and 500 VPN tunnel license can be purchased as a single bundled model number Contivity 2700 Up to 2 000 tunnels Hardware Features Memory Standard 128 MB Maximum 256MB 1 33 GHz processor Three PCI expansion slots LAN WAN interfaces Standard 2 10 100Base T Ethernet ports Management console port DB 9 Optional Additional 10 100Base T Ethernet Single port V 35 X 21 T1 with...

Page 56: ...ntivity Stateful Firewall Contivity Advanced Routing OSPF VRRP Bandwidth management Contivity Multi OS VPN Client for MAC and UNIX CD and on line HTML documentation Contivity 1010 1050 Up to 30 tunnels Hardware Features Memory 128 MB RAM 32 MB Flash LAN WAN interfaces Contivity 1010 2 10 100Base T Ethernet ports RJ 45 Management console port DB 9 Contivity 1050 1 10 100 Base T Ethernet RJ 45 4 por...

Page 57: ...ity Stateful Firewall Contivity Advanced Routing OSPF VRRP bandwidth management Contivity Multi OS VPN Client for MAC and UNIX CD and on line HTML documentation Contivity 600 Up to 50 tunnels Hardware Features Memory 128 MB One PCI expansion slot LAN WAN interfaces Standard 2 10 100Base T Ethernet ports Management console port DB 9 Optional Additional 10 100Base T Ethernet Single port V 35 X 21 T1...

Page 58: ...lling employees Branch to Branch Leverage the Internet for WAN connectivity to remote or branch office locations cheaper than Frame Relay Provide secure tunnelled connections for branch locations Simultaneously allow secure dial in user connections to branches Create branch tunnels on demand Create a routed tunnelled mesh between branches Extranet Flexibility highly secure ubiquitous access to B2B...

Page 59: ...50 Contivity Secure IP Services Gateway ...

Page 60: ...nge of end to end multiservice solutions Customer Profile All Enterprises who require multiprotocol branch access Typical Applications Multiprotocol branch access routing Features and Benefits Low cost branch access Increased network performance Flexible reliable and secure networking Advanced multiprotocol routing Virtual Private Networking VPN Key Points Delivers high performance at a low price ...

Page 61: ...52 Passport 2430 BayRS Access Router ...

Page 62: ...ts Excellent price performance Investment protection Exploit changing WAN service tariffs ATM PPP FR VPN Common and simplified operations reduce impact and costs Features and Benefits Advanced IP and Multiprotocol Routing IP QoS Services Differentiated Services DiffServ Optivity policy based management COPS Integrated services Intserv with RSVP Secure VPN End Node Interoperability with Contivity I...

Page 63: ...54 Passport 5430 BayRS Router ...

Page 64: ...ngle network infrastructure Voice fax video LAN and other data services such as Frame Relay SNA SDLC X 25 asynch and HDLC are carried over a choice of link options to provide efficient reliable and easily managed services for mission critical applications The Passport 4400 switches add value to enterprise networks through key benefits such as Bandwidth Savings achieve bandwidth savings through dyn...

Page 65: ...ent Integrated WAN solution end to end from single vendor Passport 6400 7400 for high performance at large sites Passport 4400 optimised for lots of smaller branch sites integrated solution Multiple classes of service 5 integrated for end to end QoS Priorities mapped to backbone ensure end to end quality and integrity Prioritisation for various IP applications Key reliability and network assurance...

Page 66: ... 6400 multi service solution is designed for Enterprise customers who are looking for network consolidation on voice video LAN and data traffic in a common network infrastructure It provides a very scalable platform to support from several nodes up to 1000 nodes It provides excellent solutions for Enterprise sectors such as Finance Government Utilities and Call Centres Typical Applications The Pas...

Page 67: ... delivering the least possible network latency guaranteeing service level for all traffic Virtual Network Provides flexible cell and frame transport and Switching improves LAN WAN inter working performance for IP and IPX routed traffic as well as bridged traffic M PANL Networking Inter working with PP4400 for both data and with PP4400 voice services ATM SVC PNNI IISP Support Provides ease of confi...

Page 68: ...N Routing Support RIP RIPv2 Provides flexibility in building IP networks OSPF BGP 4 EGP NetSentry Provides advanced IP packet filtering Virtual Router Eliminates a single point of failure inherent in the Redundancy Protocol static default router environment Key Features and Benefits continued Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 69: ...60 Passport 6400 Multiservice Enterprise Switch ...

Page 70: ...ons Passport 7400 series supports all common applications required in the Enterprise customer environment Typical applications include Backbone switching solution for branch access Voice Fax networking for PBX LAN services IP Provide layer 2 connectivity eg ATM FR for existing data equipment network Video conferencing Packet Voice Gateway PVG Key Points Nortel Networks Passport 7400 are scalable m...

Page 71: ...ulation Efficient consolidation of fax with other services reduces communication costs Transmits faxes with only 9 6 14 4 Kbps instead of 64 Kbps A law and Mu law Inherently provides signalling conversion and conversion avoids the need for external signalling equipment Echo Cancellation On board echo cancellation with 64ms tail delay delivers superior voice quality and eliminates the need for exte...

Page 72: ...Passport 7400 Multiservice Switch 63 Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 73: ...64 Passport 7400 Multiservice Switch ...

Page 74: ...in the Passport family ie running on the same software stream offering the same multiservice capabilities and control of the same management system Key Points Passport 15000 offers a high capability backbone solution with reduced complexity and capital costs additional access options and peace of mind through a proven highly secure solution Reliability Designed to meet the most stringent networkin...

Page 75: ...66 Passport 15000 Multiservice Switch Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 76: ...s feeds high quality digital video Key Points Reliability carrier grade 99 999 availability key for business continuity Industry partnerships e g IBM EMC Brocade Sun Dell etc Scalability Flexible network architecture suitable for Core and Enterprise network builds GFP Generic Framing Protocol interfaces to enable Storage protocols e g Fibre Channel to be transported directly over SDH networks Inte...

Page 77: ...ra Metro 5000 Multiservice Switch OPTera Metro 5200 Cabinet The free standing OPTera Metro 5200 Cabinet is an easy to deploy DWDM cabinet solution that extends the OPTera Metro 5200 functionality and flexibility to metropolitan enterprise and customer premise environment applications This cabinet delivers the benefits of the OPTera Metro 5200 Multiservice Platform in a pre tested and pre configure...

Page 78: ...tical applications 1 Market global share in metro optical 41 Metro DWDM market share and 80 market share of optical sales into enterprises Dell Oro 2001 Over 10 000 OPTera Metro 5000 elements shipped globally OPTera Metro 5000 Multiservice Switch 69 Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 79: ...70 OPTera Metro 5000 Multiservice Switch ...

Page 80: ... when it comes to Content Switching The Alteon Application Switch uses a distributed architecture to ensure that all processor intensive intelligent decisions are off loaded evenly across all network processors The feature rich AlteonOS not only performs standard content switching but also allows for advanced applications such as Firewall Load Balancing Application Redirection Wireless access and ...

Page 81: ...dth management enables SLAs and usage based services Response Time Bandwidth Link Hash Least Connections Maximum Connections and Roundrobin load balancing metrics for unparalleled infrastructure optimisation Full network address translation enables multi site load balancing and traffic redirection Global Server load balancing to distributed servers based on health user proximity server weights and...

Page 82: ...Advanced Streaming based Applications like e Learning Corporate Communications and New Product Introduction Managed Content Service provided by an IDC Content Filtering based on administrator configured and or filtering subscription services Traditional Usage of Web Proxy Caching and Web Server Farm Acceleration Key Points High performance streaming appliance delivering 800 Mbps throughput 300K co...

Page 83: ...deliver high value streaming media applications such as e Learning live broadcasts and corporate communications Support for content quality of service with Content Pinning and IP type of service tagging capability Supports filtering subscription services such as N2H2 X Stop and Web Sense 74 Alteon Content Cache ACC Ordering Information For further information please contact your Local Nortel Netwo...

Page 84: ...ion The ACD chooses best site based on requested content Performance The ACD dramatically improves the overall user web experience by dynamically selecting fastest responding site accounting for user proximity server health and load The proximity database maintained by the ACD which is learnt and built during site selection further speeds up site selection process Understanding Streaming Protocols...

Page 85: ...76 Alteon Content Director ACD ...

Page 86: ...s each of which can have individualised management rights and over 2 000 Alteon Content Caches Typical Applications The product is designed to allow comprehensive centralised management of Alteon Content Caches The logging accounting and system management allow for large scale CDNs as well as enterprise wide cache monitoring Key Points The Alteon Content Manager was specifically designed for optim...

Page 87: ...t Configuration Templates Scheduling of events eg configuration changes upgrades or other maintenance Content Content Collections to treat large quantities of content as single object Management for management Cache Group defined for Cache Management are used in content management as well Content Pre positioning of collections to distribution groups Monitoring of Content Collections Job Scheduling...

Page 88: ...led backup WAN links Transparent to users and ISP providers Alteon Link Optimizer ALO 79 Alteon Link Optimizer ALO Overview Nortel Networks Alteon Link Optimizer is designed to simplify multi homing and optimise multiple WAN links for application performance scalability and cost effectiveness while also providing a first line of security for network assets With both Fast Ethernet and Gigabit Ether...

Page 89: ...ry 18 MB switch 18 MB switch Concurrent Session 336K 336K Session per Second 24K 24K ISP Links load balanced 8 8 IP Routing Interfaces 256 256 Policy Filters 224 224 VLANS 256 256 Switch Capacity 143 8 Gbps 8 Gbps Ordering Information For further information please contact your Local Nortel Networks Representative ...

Page 90: ... Networks industry leading Alteon Web Switch to create a total solution that allows you to ensure security for you and your customers and to manage key administration centrally all without losing the site performance that is truly critical to success So one can enjoy the performance one needs with the strong security customers demand at a much lower cost than adding more servers all in a highly sc...

Page 91: ...witch Centralised advanced key and certificate management saves administrative costs and maintenance hassles Automatic import of keys generated by Apache Stronghold OpenSSL IIS 4 0 Weblogic and PKCS12 Scalable up to 256 hot swappable SSL Accelerators per Content Switch for performance and redundancy Supports multiple virtual SSL servers in active standby mode for resilient SSL services Content Int...

Page 92: ... use of the OPSEC certified software ensuring strong security as a given this allows customers to focus on other aspects of deployment Time sensitive applications such as Streaming and VoIP services will benefit from the very low latency imposed by the ASF Customers who have a large user base making multiple connections requiring raw throughput and session set up such as wireless users will be abl...

Page 93: ...y 3RU for the base Alteon Switched Firewall or 1RU for the ASF 5100 series A single GUI is used to manage both the Switched Firewall Accelerator and the Switched Firewall Director Switch and Director logs centrally monitored VLAN and 802 1Q tagging support allowing for 256 DMZs Customers need not trade off performance for security 84 Alteon Switched Firewall ASF Throughput Session connections s Ac...

Page 94: ...cilitate the bridging conversion of voice streams between the packet switched IP data network and the circuit switched PBX network These 24 DSP ports allow the card to support up to 24 wireless IP handsets In addition the Wireless IP Gateway card acts as a Terminal Proxy Server or virtual line card for wireless handsets In this capacity the card is responsible for registering handsets and keeping ...

Page 95: ...y on the handset Called Calling Party Name Display Message Waiting Indication Conference Transfer Call Forward Ring Again Call Park Retrieve Timeout Make Set Busy Dial Access to Group Call Speed Call User Call Pickup Dial Access to Paging Twinning Privacy Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 96: ...iguring supporting and maintaining IP extensions over digital extensions Portability It s possible to extend an IP station to virtually anywhere in the LAN WAN via IP Home workers can be connected through dial up from anywhere in the world Small branch offices can be connected back to a central IP enabled Meridian 1 CSE 1000 or Business Communications Manager using a Nortel Networks data switch at...

Page 97: ...latform Compatibility Dimensions Weight Colour Power Supply AC Power DC Input Power Specifications i2002 i2004 i2050 Power over LAN Hub Business Communications Manager IP Enabled Meridian 1 and Meridian SL 100 systems Succession Communication Server for Enterprise 1000 Succession Communication Server 2000 Succession Communication Server 3000 and Succession Interactive Multimedia Server 8 2 x 6 5 x...

Page 98: ... N A N A N A N A N A N A N A N A N A N A N A 24 10 100 Mbps autosensing IEEE approval in process N A N A Common mode on pairs 4 5 7 8 Automatic common mode sensing Will not power unused pair unless a valid load is present Automatic over under current independent on each port N A N A N A N A N A G 711a and or u law G 723 1 G 729a and annex b UNISim subset over UDP w reliability layer Nortel Network...

Page 99: ...90 Internet Telephones ...

Page 100: ...e SME single site customer who requires an advanced feature rich communication solution It is also an ideal solution for larger customers with branches or multiple premises which need to communicate with each other over a network Defining Needs The key for BCM is not to just focus on single features such as Voice over IP or basic telephony but to look at it as a complete solution to a business nee...

Page 101: ...eir multimedia equipped PC or laptop computer Three levels of Call Centre functionality are available enabling a wide rage of contact centre solutions to be implemented These when combined with the reach of the Internet enables businesses to provide enhanced customer service experiences through personalised agent interaction and customised information and service delivery Interactive Voice Respons...

Page 102: ...ctivate new software remotely minimising the need for costly and time consuming site visits Business Communications Manager Release 3 0 93 BCM 200 2 U high Chassis supporting up to 2 Media Bay Modules 32 Digital telephone Users maximum 64 IP Telephone Users maximum Optional Redundant Hard Disk BCM 400 4 U high Chassis supporting up to 4 Media Bay Modules Optional expansion Chassis for adding up to...

Page 103: ...net telephones Support for up to 60 VoIP trunks Voice networking between BCM systems Meridian 1 IP enabled systems via ITG or Succession CSE 1000 using MCDN protocols over IP Support for Symbol IE 802 11 wireless IP telephones with T7100 digital set feature emulation Data capabilities IP IPX Router RIP1 RIP2 OSPF Static DHCP Server DNS Cache Server Web Cache Server NAT Public to Private Network Ad...

Page 104: ... 16 simultaneous IPSec clients PPTP Up to 10 tunnels System Management and IP services WEB browser system management interface SNMP traps Network Configuration Manager for Multi Site management and configuration of up to 2000 BCM nodes DiffServ quality of service DHCP server Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 105: ...96 Business Communications Manager Release 3 0 ...

Page 106: ...cuit switched telephony network and IP clients Can take advantage of IP telephony on an existing Meridian 1 system Increased choice and flexibility in providing desktop voice capability for campus and remote users Leverages customer s existing data network infrastructure data voice convergence Enables smooth roll out of IP telephony services building on the existing voice network Load balancing so...

Page 107: ... the Meridian 1 system Complies with Open standards Consolidation of network services resulting in savings 98 Internet Telephony Gateway ITG Line Card Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 108: ... are available to users on a data network A business benefits from distributed applications that are cost effectively and easily deployed Whether a contact centre comprises a single site or is geographically dispersed IP Telephony can be used to simplify management and administration and to extend customer care capabilities to agents anywhere in branch offices or working at home The flexibility of...

Page 109: ...ed at remote sites Meridian 1 supports a mix of analogue digital and IP terminals applications and management distributable over an IP network Key benefits of IP enabled Meridian 1 include Most cost effective evolution to IP telephony Built in reliability Simplified network management eBusiness solution enabled Feature rich telephony Industry leading IP applications and devices Open standards base...

Page 110: ...orted Telephony features Symposium Call Centre CallPilot Unified Messaging Meridian Mail TAPI etc System Administration Policy capability under Optivity Telephony Manager Features and Benefits The Meridian Digital Telephone IP Adapter comes in an internal and external version The internal version is a small circuit card that snaps inside the footstand of a Meridian M2008D M2616D M2008HFD M2216D M3...

Page 111: ...cards Ethernet interface for VoIP All Meridian 1 Succession CSE 1000 Applications Telephony features Symposium Call Centre Supports 1st 3rd party CTI Call Pilot Unified Messaging Meridian Mail G 711 G 729a 30ms voice samples 16 simultaneous per single slot RLC 20 simultaneous per dual slot RLC Can simultaneously support Remote Office 9150 branch offices 9110 9115 Home working Meridian Digital Tele...

Page 112: ...both solutions above the Baystack and POL Hub are compliant with this standard 1 i200x will support this standard from mid year 03 Customer Profile The Power over LAN Hub forms the basis of a power system that brings PBX reliability to Voice over IP while maintaining the plug and play installation typical of data networks Power over the LAN and reliable system backup are additional options availab...

Page 113: ...104 Power over LAN Hub Power In Line Patch Panel ...

Page 114: ...the office at home or on the road Existing enterprise customers that want the business features and service capabilities of a Meridian 1 on an IP telephony communications server running over a telephony grade converged network Typical Applications Centralised telephony services distributed to multiple sites using a converged network as transport Simplifying management with an end to end converged ...

Page 115: ...e need for separate IP trunk hardware ports The IP Peer Networking feature eliminates the requirement to provide IP trunk card ports for IP phone to IP phone communication across 2 or more systems Improved Interoperability The Succession CSE 1000 uses standard H 323 version 3 protocol to provide interworking with vendors that implement the same interpretation of the standard Succession Branch Offi...

Page 116: ...s e g boss secretary filtering Corporate Directory The Corporate Directory feature is similar to the M3900 corporate directory but it provides a network directory rather than a nodal directory This feature is available on the i2002 and i2004 IP phones and the i2050 soft phone The corporate directory database is created using OTM which is LDAP compatible with customers unified directory Core System...

Page 117: ... there s a network outage or ITG line card failure therefore ITG line cards support n x redundancy where n the number of ITG line cards Succession CSE 1000 is built on proven technology and provides the safest method of IP telephony implementations The call server runs embedded V Works as an operating system Secure resilient and time tested Succession CSE 1000 fully leverages Meridian 1 X11 softwa...

Page 118: ...ith the device they want and to enable them to personalise their services to their specific needs Enables enterprises to strengthen their relationships with their customers using SIP as a key enabling technology Open standards based supporting a range of 3rd party SIP terminals and gateways SIP H323 MGCP Scalability from 100 to 200 000 users 5 x 9 s reliable with redundant servers and survivable g...

Page 119: ... used as mobile extensions SIP Multimedia PC Client provides multimedia collaboration on a PC Competitive Positioning No true direct competitors to the CSE MX Security reliability and application integration is uniquely different from alternative solutions 110 Succession Communication Server for Enterprise Multimedia Xchange CSE MX Ordering Information For further information please contact your l...

Page 120: ...re agents Key Points USB Headset Adapter provides a controlled high quality audio environment This solution is superior to sound cards in that it offers the ability for a softphone to have an absolute and predictable loss and level plan which is necessary to meet TIA 810 FCC part 68 and its international equivalents as well as the ADA requirements for the hearing impaired Simple installation using...

Page 121: ...112 USB Headset Adapter ...

Page 122: ... largest with Option 81C businesses all of sizes can leverage Nortel Networks state of the art MCDN features to lower costs boost employee productivity and enhance the level of responsiveness provided to customers From centralised voice mail to reduced hardware and administration costs to automatic call distribution over the Meridian 1 corporate network to enhance customer responsiveness to ISDN f...

Page 123: ...sharing the workload Calls can be re routed to an alternate attendant at a remote location based on a variety of conditions such as overflow time of day night service etc Benefits Boosts system resiliency and redundancy of the very important D Channel signalling information from Meridian 1 systems Enhances customer responsiveness Maximises customer responsiveness and boosts employee productivity t...

Page 124: ...ssaging services across an ISDN network Meridian 1 systems connected with PRI or ISL ISDN Signalling Link can extend supported message services to all users within the network from a single central location Provides ring again capability within the PRI ISL network For example a caller at location A who encounters a busy destination signal at location B can press the ring again key on their telepho...

Page 125: ...CDR ESN Network Ring Again Network Call Redirection Network Message Services Network ACD and Network Call Party Name Display ISL supports both TIE and ISA trunk types with Meridian 1 to Meridian 1 and CSE 1000 to CSE 1000 connectivity Gives customers the call telephone s ID in CDR records including through a tandem node Enables customers to charge the calling party for services rendered in connect...

Page 126: ...sts by not requiring a dedicated private network Reduces costs in private networks by maximising D Channel capabilities Leverages and maximises your investment in the rich services of MCDN within ISDN Q SIG standardised networks Solution Sets Meridian 1 and CSE 1000 ISDN Basic Rate Interface BRI ISDN BRI connects data terminals and telephones to public network switches such as those used by local ...

Page 127: ... 1000 QSIG Networking QSIG is oriented towards signalling and services that occur between two switches For example two PBXs or a PBX and a Centrex switch could exchange signalling for services across a Q reference point The QSIG interface will support the following services Call Establishment and Tear Down ETSI or ISO version of basic call 64 kbps clear data Overlap Sending Receiving Channel Negot...

Page 128: ...an IP network and multiple point to point tie lines Multi site customers interconnected via high speed IP networks MAN Optical Typical Applications ITG Trunk is an important element of Nortel Networks High Performance Network Architecture by facilitating the convergence of voice and data on the Meridian 1 platform With this product an existing IP based data network can be used for voice and fax tr...

Page 129: ...ther than Internet use since an intranet is a more controlled and managed data environment 100 10BaseT Ethernet interfaces to the ITG card are required as well as support of IP version 4 Network layer and addressing in the WAN There is no restriction on the physical medium of the WAN ITG Trunk cards are Intelligent Peripheral Equipment IPE trunk cards that link two or more Meridian 1 systems toget...

Page 130: ...ting indication over IP Utilise Network Attendant Service over an IP Telephony network Form a Network based ACD Automatic Call Distribution over an IP Telephony network Gain time saving extra signalling features when sending calls over an IP Trunk Calling Line ID Caller Name Display QSig and MCDN signalling features Other features similar to those provided by a point to point PRI tie line Meridian...

Page 131: ...122 Internet Telephony Gateway ITG Trunk ...

Page 132: ...ostics and back up monitoring Easy to use and manage Flexible communications solution that offers any combination of circuit or packet switched capabilities in a small package Features and Benefits Meridian 1 Option 11C Overview Sophisticated communications in a small package Option 11C supports the same first class desktop and system features as our larger Meridian 1 systems including digital tel...

Page 133: ... that provide capacities from 6 to 60 keys for lines and features modular displays for enhanced call coverage and programmable data adapters to take advantage of sharing on site and remote computers modems and public databases All Meridian digital phones work alike including our i2004 Internet telephone and i2050 Software Phones so if a customer can use one Meridian phone they can use them all No ...

Page 134: ...currently being pursued by our research and development teams Nortel Networks takes pride in its record of protecting customers investments in communications over the long term All the performance value simplicity and unparalleled quality you d expect from Nortel Networks the leading manufacturer of digital communication systems is available with Meridian 1 Option 11C The Meridian 1 Option 11C is ...

Page 135: ...nt Card Integrated Personal Call Director Card and the Integrated Conference Bridge It is true that Option 11C capabilities have expanded dramatically And as these upgrades took place our customers were able to stay current while retaining more than 90 percent of their initial investment Today the Option 11C is widely regarded as industry best in class It boasts a mean time between failure rate me...

Page 136: ... to take advantage of voice data network integration Flexibility Interacts with other servers to allow multimedia communications including voice messaging call centres database lookup and CTI applications Software programmable to support a variety of central office trunks Can interface with the signalling and protocols of public carrier networks Simplicity Simplified administration and maintenance...

Page 137: ...mum capacity of up to 800 ports Designed with Nortel Networks Evergreen strategy in mind ensuring a smooth upgrade path Mini supports all Meridian 1 networking protocols and the full range of integrated Meridian 1 applications including Meridian Mail CallPilot Symposium Call Centre Symposium desktop applications MICB MIRAN Meridian Integrated Personal Call Director MIPCD and Meridian mobility solu...

Page 138: ...unications to the smallest branch site locations and home workers They are equally well capable of supporting large numbers of mobile employees through the virtual office feature and i2050 software telephone The modular design of Meridian 1 systems across the portfolio provides built in scalability so that when your enterprise grows then so too can your Meridian 1 This enables seamless growth from...

Page 139: ...itched or IP telephony ITG line side ITG trunk side Remote Office IP telsets IP adaptors for Digital sets Meridian 1 uses award winning technology including ITG and Remote Office 9150 Features and Benefits Advanced functionality Meridian 1 supports over 400 features including Calling line ID Ring Back and Boss Secretary filtering Many of these advanced features are not available from alternative v...

Page 140: ...f a digital trunk side connection was used to the IVR system the IVR system could not transfer the call back to the Meridian 1 Analogue ports and channel bank equipment would have to be deployed for line side capability a much more expensive solution Key Points The Line Side E1 interface is appropriate for any application where both E1 connectivity and line side functionality is required It provid...

Page 141: ...hile designed for remote services applications Line Side E1 interfaces are also used for interfacing to IVR equipment like the Nortel Networks Periphonics line of products or other third party IVR equipment for Enterprise Contact Centres and Self Serve applications Features Product Eliminates need for expensive channel bank equipment Line side E1 Interface Card with support for third party E1 comp...

Page 142: ...sed voice mail Small clinics and doctors offices extended from a main hospital Banks credit unions and other financial services organisations with numerous remote sites Typical Applications Typical applications include small branch offices that desire to leverage the features and functionality of a central corporate PBX while still providing a local presence in the distant community served Example...

Page 143: ...e 9150 allows centralised administration and control of branch office telephones a consistent user interface between branch offices and headquarters and centralised application support such as CallPilot Unified Messaging and Symposium Call Centre The Remote Office 9150 is fully survivable in the event that the branch office loses IP connectivity with the headquarters office Features Scalable Capac...

Page 144: ...Meridian 1 or Succession CSE 1000 communication system 802 1p Layer 2 QoS and DiffServ Layer 3 QoS means improved IP performance When installed on a QoS capable network the Remote Office 9150 utilises these QoS features to ensure maximum IP performance and voice quality over the IP network Administrators can now minimise latency delay on fast high performance IP connections or maximise voice quali...

Page 145: ...If the maximum IP bandwidth restriction has been reached and additional calls are attempted those calls will be routed over the BRI connection Ordering Information For further information please contact your Nortel Networks representative 1 Remote Office 9110 9115 won Best of Show award at the 2001 Internet Telephony Conference and Expo in San Diego USA 2 Directly wired Meridian Digital Telephone ...

Page 146: ...ustomer Profile Home based employees Executive home based offices Home based employees Occasional remote worker Call centre agent teleworkers single agent working from home or remote site Remote jobsite support support of small temporary field project offices Support personnel including IT facilities that may rotate pager duty and or have to respond to work calls after hours Very small branch offi...

Page 147: ...ress Translation Call Pilot Unified Messaging message lights MICB Conference Bridge etc Same phones and user interface whether at remote site or at main site Phones can be programmed identically to local phones including an exact copy of an existing phone one phone number rings at both a remote and local office phone MADN Multiple Appearance Directory Number Remote phones have the same access as l...

Page 148: ...f management are guaranteed with all sets in the M3900 series M3901 Current Highlights Entry level single line set 5 programmable features 4 fixed keys Line Feature Hold Goodbye Ringing and Handset Volume control LED indicator Message waiting Feature activation Feature card Desk or wall mount Typical Applications Lobby hallways etc M3902 Current Highlights Basic single line set 2 line x 24 charact...

Page 149: ...hnical specialists M3904 Current Highlights Multi line 5 line x 24 character display 6 self labelling programmable line feature keys 4 context sensitive feature keys Advanced feature access Virtual Office Corporate Directory Set to Set Messaging Fixed feature keys Message Directory Log includes Personal Directory Call Log and Redial List Applications Shift Smart Mute w LED Headset w LED Hold Goodb...

Page 150: ... Centre agents and supervisors Typical Applications Contact Centre agents and supervisors Key Points Lower cost of ownership Self labelled keys Simplified administration upgrades and maintenance Simplify accessories installation Increased user productivity through simplified user interface Enhancements to Directory search makes calling easier and finding numbers faster More efficient access to val...

Page 151: ...142 M3900 Digital Telephones ...

Page 152: ...dministration of conferences can be controlled via a web based browser user interface on a personal computer Features and Benefits The Meridian Integrated Conference Bridge offers features designed to make scheduling administrating and attending a conference effortless for any organisation To ensure conference security MICB provides password protection on a conference by conference basis Specific ...

Page 153: ...tion capability BUI Administration Support of configuration schedules and reports Entrance Exit Options Enter exit by Name Tone or Silence Multi Language Prompts Selective application in language of choice Password Security Controls access by Chairperson Participant Email Notification Conference confirmation attributes to scheduler Custom Greeting Permits recording of brand line greeting Assign Ch...

Page 154: ...a the Web in order to create customised call screening and routing profiles based on time of day and date scheduling MIPCD provides two intuitive user interfaces a Web based Browser User Interface BUI and a voice prompted Telephone User Interface TUI the TUI allows users to conveniently make changes to their MIPCD settings from any DTMF telephone The MIPCD administrator can benefit from very exten...

Page 155: ... several different configurations 8 port 50 users 16 port 100 users 24 port 150 users and 32 port 200 users The maximum user capacities that can be reached at each of the port sizes are the 8 port 50 user configuration can expand to a maximum 100 users the 16 port 100 user MIPCD card to a maximum 150 users the 24 port 150 user MIPCD card to a maximum 200 users and the 32 port card can grow to a ma...

Page 156: ...rd security Announcements can be recorded either locally or remotely as often as required Features and Benefits MIRAN delivers a simple cost effective alternative to standalone digital announcers that have traditionally operated as auxiliary adjuncts to the Meridian 1 system Its integrated design eliminates the need for external battery back up power supply cabling or switch room space normally re...

Page 157: ...MIRAN cards as required can be supported by Meridian 1 limited only by the number of IPE slots available in the system 148 Meridian Integrated Recorded Announcer MIRAN Feature Benefit Text Based User Interface Provides menus and commands for all OA M functions Telephone User Interface TUI Access MIRAN from any DTMF phone for recording or amending announcements Browser User Interface BUI Access MIR...

Page 158: ... protected by passwords and automatic lockout is triggered after a set number of failed number entries Hacker Tracker monitors unlawful system intrusion which integrates with Meridian Mail Reporter alerting your system supervisor when unauthorised access was attempted allowing you to take remedial action at the earliest opportunity Voice Menu A menu may simply prompt a caller to dial the extension...

Page 159: ...ir guests with their own voice mailbox at check in Anyone can then leave a message in their own voice at their own pace and in their own language Meridian Mail Reporter Meridian Mail Reporter is a robust feature rich management tool that works with the Meridian Mail system helping it run more efficiently protecting you from toll fraud and allowing you to maximise the cost effectiveness of the syst...

Page 160: ...or networking one Meridian Mail system with multiple Meridian 1 PBXs AMIS Analogue Open Networking for networking with other AMIS compliant voice mail system regardless of manufacturer Ordering Information For further information please contact your local Nortel Networks Representative Messaging Meridian Mail 151 ...

Page 161: ...152 Messaging Meridian Mail ...

Page 162: ...m management tools to maintain low Total Cost of Ownership Complies with industry standards to fit in with existing customer IT and telecom environments Features and Benefits Simplified usage reduces training and increases productivity uses the same Telephone User Interface TUI commands as Meridian Mail to ensure ease of transition between the two systems Playback messages through the PC Web or te...

Page 163: ... very own personalised visual window into CallPilot messaging offering exceptional flexibility for managing messaging needs including the ability to change the setup of your mailbox features create personal distribution lists and receive forward reply to and send email messages via the web client CallPilot Manager is a powerful management application that enables the device to be configured and ma...

Page 164: ...Messaging CallPilot Digital Networking CallPilot 100 150 for Norstar Small to Medium business voice messaging solution specially designed to work with Norstar Business Communications systems Features 8 Port wall mounted System wide choice of either Norstar or CallPilot user interface IP enabled with 10 100 Ethernet port for system administration and maintenance Co resident Basic or Professional Ca...

Page 165: ...156 Messaging CallPilot Unified Messaging ...

Page 166: ...pop functionality in your call centre Do you want basic outbound call functionality being able to dial numbers from the desktop from customer lists corporate directories etc During a call would you like text comments made by agents to follow the call if it was transferred to another agent Do you want to build powerful workflow solutions to automate and assist agents as they step through complex tr...

Page 167: ... or a quick menu from which you are able to access personal and LDAP compliant corporate directories AgentMessaging agents can enter text based messages or comments after the call has been answered that can follow a transferred call locally or across the network AgentMobility agents can log on from any desk within the call centre When the agent logs on the Symposium Agent application validates the...

Page 168: ...e handling calls from multiple accounts Are your agents working in a high volume 300 calls per day environment Do your agents get tired of repeating the standard greeting resulting in their greeting becoming flat and unwelcoming by the end of the day Are you looking for innovative ways to increase agent satisfaction and retention saving on training and recruitment costs Are you aiming for higher l...

Page 169: ...by this feature are an additional revenue opportunity increased greeting quality increased agent effectiveness and improved customer loyalty Robust and scalable solution to meet the high inbound approx 300 calls per day and sophisticated contact centre requirements Features and Benefits Enables agents to easily pre record standard greetings Supports agent and skill set specific greetings for SCCS ...

Page 170: ...o you need a focal point for customer service relationship in your business Are looking for a powerful and flexible business solution for your customer care needs Do you want to customise your call centre to build strong customer relationships Do you want to multimedia enable your call centre and do you have plans to use VoIP in your call centre infrastructure Do your agents have specialised skill...

Page 171: ...provide a snapshot of the call centre for management to view customised performance statistics for increased responsiveness to changing conditions Complete Customisable Reports and Call Tracking with 70 standard reports and the ability to customise historical reports Symposium Call Centre Server offers a comprehensive management tool to explore valuable data for making business decisions Industry ...

Page 172: ... permits cost effective entry level with expansion potential to meet the changing needs of any enterprise Symposium Web Client Customers with Symposium Call Centre Server Release 4 0 onwards can now take advantage of an Internet browser based thin client application that introduces superior management tools and simplifies the administration and configuration of clients on the Symposium Call Centre...

Page 173: ...164 Symposium Call Centre Server ...

Page 174: ...ates on call status and the ability to measure report and improve your customer call handling using off the shelf reporting tools Do you need sophisticated technology such as skill based routing and hot desking to support a call centre function Are you looking for a solution to support new ways of doing business such as utilising CTI applications and screen pops Do you require sophisticated call c...

Page 175: ...rks Symposium Express Call Centre and Symposium Call Centre Server both offer skill based routing to agents call treatment options real time displays and comprehensive management and reporting functionality empowering today s contact centres with the tools and agility to deliver unique and unprecedented care to their customers Determining the best solution for your customer requires an assessment ...

Page 176: ...g or Age of Call Threshold 2nd Overflow Treatment Customisable Call Waiting Timers separate Wait Announcement Treatment Customisable Skill set Agent Intrinsics 13 No Customisable Traffic Volume Call Rate No Customisable Utilises Mathematical Calculations No Customisable Emergency State System Wide Treatment Customisable System Wide Announcements Emergency Announcement 1 per System Customisable Una...

Page 177: ...168 Symposium Express Call Centre ...

Page 178: ...r from a database and display it on an agent s screen At the same time the application can place the call on behalf of the agent via Symposium Link Both application examples demonstrate how agent productivity can be improved while providing personalised service The host computer and Symposium cooperate to provide enhanced and effective applications to the end user community Key Points Calls answer...

Page 179: ... DNIS are passed via LINK to the external computer or IVR TAPI Enabler LINK enables TAPI Service Provider to deliver comprehensive support of Symposium Link call processing features as well as Call Centre agent functions LINK integrates Meridian 1 telephony with Meridian Mail voice processing capabilities for host applications to play messages and collect information from a caller Host Enhanced Ro...

Page 180: ... users could be given access to Windows applications such as Microsoft Outlook dialling while call centre agents may be given desktop telephony tools to answer make and transfer calls Symposium TAPI Service Provider is a prerequisite for Symposium Agent Nortel Networks CTI solution for agents desktops Key Points Comprehensive support of Meridian Link call processing features Support for Call Centr...

Page 181: ...I each switch vendor must develop a TAPI Service Provider SP that translates the switch commands into a standard TAPI compatible format This allows customers and developers to focus on the desktop applications and not the plumbing Together Microsoft TAPI and Nortel Networks Symposium TAPI Service Provider allow the telephony capabilities of the Meridian 1 Succession CSE 1000 to be easily and very ...

Page 182: ...tomers should be encouraged to purchase the Symposium Call Centre Web Client option not only can they take advantage of the benefits that a thin client can offer to businesses but they also will be able to leverage the new enhancements and tools that it delivers Symposium Call Centre Web Client should be positioned as a key part of our product evolution strategy No additional enhancements or featu...

Page 183: ...and upgrade clients individually has been eliminated As a result the amount of time and expense that is typically involved with client installation and upgrades is significantly reduced Most sites would therefore benefit from Symposium Web Client With existing Symposium client requiring approximately one hour of installation on each individual client PC assuming that there are no software conflict...

Page 184: ...au environment please note that administrative functions are not partitioned but they are restricted by access classes Historical Reporting centralised reporting enables sharing of public reports and email notifications on the completion of scheduled reports Increased Number of Client Sessions With Web Client you can have more than 100 clients monitoring and managing the contact centre The number ...

Page 185: ...176 Symposium Web Client ...

Page 186: ...rom the visual benefits of multimedia support service eg web collaboration page sharing and form sharing Any organisation seeking to close sales over the web Defining Needs Do you want to be able to manage emails with the same as efficiently and formality as you currently handle telephone calls Are your customers complaining that making enquiries via email are not responded to or are too slow Do y...

Page 187: ...isting customer relations and extend their reach into new lucrative markets and an Internet savvy base Features and Benefits This comprehensive set of solutions includes E mail Response Manager Multimedia Queuing and Routing Web Communications Manager Click to Call All of these solutions provide administrators and supervisors with the necessary tools to effectively manage on line customer care act...

Page 188: ...cation module s real time typed text chat feature she can discuss her needs and budget She can also take advantage of the module s co browsing feature and push the agent a page on an interesting property that she discovered while browsing the site The agent in turn can push pages to the customer detailing other properties that might suit her needs The agent can also use the opportunity to cross se...

Page 189: ...180 Symposium Web Centre Portal ...

Page 190: ...odes without field hardware expansions Customer Profile Small to medium sized contact centre environment Entry level IVR customers requiring highly featured solutions database access CTI integration etc Defining Needs Do you want to control the operational costs of your contact centre Do your contact centre staff regularly handle repetitive routine calls Are you looking for a fully featured carrie...

Page 191: ...nsistently and efficiently eliminating the need to have your callers wait in queue to speak to an agent Key code activated expansion and enhancement system port size can be increased by activating a key code thereby eliminating the requirement to send a technician on site There is no requirement to add costly hardware Additional software features are activated by key code as well This can be compl...

Page 192: ...s to see applications output Each transaction is presented as a separate page in a browser Easy integration to third party applications the networking centric architecture of the Media Processing Server supports multiple LAN interfaces for easy integration into a distributed environment MPS 100 provides interface support for a number of CTI middleware packages Plug in integration of a wide variety...

Page 193: ...ures Digital T1 E1 interfaces Analogue interfaces Non blocking detection of touch tones Detection of precision call progress tones Digital signal generation for call progress and other precision tones Multiple signalling protocols for digital trunks DNIS and CLID support Media Processing Features Virtually unlimited prompt and or message length Optimised minimum concatenation for speech output Pro...

Page 194: ...ti key indexed records Extensive system and application specific statistics Optional support for C C and other programming languages Java services interface MQSeries interface Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 195: ...186 Media Processing Server 100 MPS 100 ...

Page 196: ...ir customers Contact centres needing to free up agents from repetitive and tedious tasks in order to deliver superior customer service to valuable clients and more complex calls In conjunction with CTI software applications requiring customer information input to be displayed on the agent s desktop eliminating the need to ask for information twice Key Points Delivers mission critical reliability t...

Page 197: ... from simple information delivery services to complex transaction processing services as well as Web based transactions with local databases A wide selection of telephony and host computer connectivity interfaces facilitate the easy integration of automated functions into existing data processing and communications environments Maximised Resource Utilisation MPS 1000 is unique in its ability to dy...

Page 198: ...sive management services are provided by the PeriView application which combines local management with visibility into branch installations from the central site By using a centralised Web based management approach the efficiency of management personnel is maximised This approach reduces the need for physical visits to branch offices and sharply lowers the cost of system maintenance Future Capabil...

Page 199: ...190 Media Processing Server 1000 MPS 1000 ...

Page 200: ...ex calls In conjunction with CTI software applications requiring customer information input to be displayed on the agent s desktop eliminating the need to ask for information twice Key Points All the features and functions of the MPS 100 plus Full suite of Advanced Speech Recognition capabilities including Natural Language Understanding Text to Speech and Speaker Verification Text to Speech which ...

Page 201: ...udio Graphical Recording Studio Call Simulator Script Driven Testing Tool PeriReporter Report Generator PeriBlast a telephony tool designed for the verification of application and system level performance PeriView Full Visual User Interface Graphical Application Configuration Graphical Topology Map Real time Graphical Performance Monitoring User Level Security Other Capabilities Local Random Acces...

Page 202: ...spend a lot of time away form their desks yet need to remain in contact Is secure low cost low power output and highly featured Features and Benefits The DECT system utilises 32Kbps ADPCM to offer speech quality the same as fixed networks Using this technology an ETSI protocol has been developed named GAP Generic Access Protocol DECT systems that are GAP compliant allow users to operate a handset ...

Page 203: ...and 160 base stations Meridian 1 Option 61 and Option 81 X11 R23 and later Approximately 3000 handsets based on typical office traffic levels and 256 base stations DECT Base Station Two base station options are available 6 simultaneous calls standard 12 simultaneous calls high capacity Typical cell radius within a building 20 100m Optional directional antenna Small physical size 235x172x45mm C4050...

Page 204: ...s list redial list including dial back feature Built in visual call alert Beltclip Battery charger Microphone Mute Keypad Lock 145 grams C4010 The C4010 EX DECT handset is an intrinsically safe DECT digital cordless handset Ex DECT Handset forming part of the Meridian Succession DECT portfolio It has been approved for use in hazardous environments such as the chemical and oil industries and comes ...

Page 205: ...d user s DECT handset Server A web admin client provides simple and convenient management Text messages can be generated from A compatible handset The web client An external application via SNPP or TAP Ordering Information For further information please contact your local Nortel Networks Representative ...

Page 206: ...management platform while other vendors offer multiple management applications that run on disparate operating systems to support different products releases and applications Call Tracking monitor call usage patterns and trends with graphical displays Call Tracking also provides an alarm generating function which can be set up to warn you of unusual calling patterns Alarm Management provides an al...

Page 207: ...nd allocate costs to the appropriate users or departments using flexible cost models It also generates meaningful reports that supports multiple currencies The Optivity Telephony Manager Release 2 0 OTM 2 0 provides concurrency up to and including release 25 40 as well as CSE 1000 release 2 0 OTM 2 0 includes the feature enhancements described below Succession CSE 1000 Release 2 0 Concurrence The ...

Page 208: ...OTM 2 0 servers and clients The Optivity Telephony Manager Release 2 0 OTM 2 0 provides concurrency up to and including release 25 40 as well as CSE 1000 release 2 0 OTM 2 0 includes the feature enhancements described below Succession CSE 1000 Release 2 0 Concurrence The OTM 2 0 applications have been modified to support the introduction of new components in the CSE 1000 Rel 2 0 solution It includ...

Page 209: ...M database Web Station data Web Navigator data such as user groups client list that were not previously included in the full OTM backup disaster recovery operations Updated OTM Sample Data Sample Data are updated on OTM 2 0 to include components of CSE 1000 offer Billing Improvements The Billing application is enhanced to support Network Wide Billing consolidation and billing support for transferr...

Page 210: ...S O L U T I O N S G U I D E Nortel Networks ...

Page 211: ...Nortel Networks Solutions Guide ...

Page 212: ... and environment with them throughout the world without compromise Not only can they get fully secure high speed remote access to their corporate systems but they can also access the full functionality of their telephone system through their laptop In addition this degree of access can be extended to whole offices presenting a more convenient way to help grow the global enterprise Designed to take...

Page 213: ...mmoditised world By moving telephony into the Web paradigm the new enterprise network offers multi media capabilities that give users control over where when how and in what form they can be reached Consistent information is delivered through increased centralisation of IT infrastructure enabled through Optical Ethernet Business connectivity over the Internet With innovations in privacy and qualit...

Page 214: ...f features and functions multiple migration paths and coexistence with legacy systems Converging voice and data onto one infrastructure integrates critical communications capabilities into a single platform to lower total cost of ownership and build productivity through new applications Security inherent in all applications and services High performance multi layer security protects data integrity...

Page 215: ...206 One Network A World of Choice ...

Page 216: ...t keeping the existing Symposium Call Centre Server or Symposium Express Call Centre without losing any contact centre features Maintain telco grade reliability in a mission critical VoIP contact centre environment with fallback to PSTN and fully survivable local calling capability Nortel Networks Solution Customers can use either Symposium Call Centre Server or Symposium Express Call Centre with ...

Page 217: ...gement Gateways Communication Server Symposium Call Center or Symposium Express Call Center Figure 1 Nortel Networks Meridian 1 IP Contact Centre Solution Figure 2 Succession Communication Server for Enterprise 1000 CSE1000 Solution Nortel Networks IP Contact Centre Solution Building Blocks The Nortel Networks IP Contact Centre solutions leverage existing and new products in the Nortel Networks En...

Page 218: ...t Telephony businesses can extend their contact centres to agents anywhere while still providing a seamless experience for customers and suppliers This flexibility can help attract and retain customers by making it easier to conduct business with them anyway and anytime Benefits of Nortel Networks IP Contact Centre Solution include Build more profitable customer relationships by giving remote agen...

Page 219: ...210 IP Contact Centre Solution ...

Page 220: ...outing Comprehensive easy to use management tools to provide managers and supervisors with the real time information required to monitor performance and react immediately Detailed reports to provide historical information to measure Contact Centre and agent performance to track trends and to plan The ability to operate more effectively reducing operating costs and to build customer loyalty in toda...

Page 221: ...le from January 2003 and SAPphone R 3 compliancy from SAP Symposium Agent offering an excellent desktop computer telephony framework that takes full advantage of industry standard desktop and server components Symposium Agent Greeting automating the agent s greeting enabling the agent to pre record a standard greeting that can be played to the customer before the agent handles the live call Sympos...

Page 222: ... a week Handles Web interactions and e mail with the same ease and efficiency as telephone calls improving your overall customer service Helps to increase job satisfaction and staff retention by making your agents more productive and adding variety to their work Helps you improve agent productivity and address your customers concerns effectively using superior management tools including real time ...

Page 223: ...214 Multimedia Customer Contact Centre Solution ...

Page 224: ...g applications in an open and scaleable environment Best in class technology with industry leading large vocabulary speech recognition LVR Natural Language Understanding NLU Text to Speech TTS and Speaker Verification technologies Natural language speech recognition is one of the core enabling technologies available with the Nortel Networks Speech Processing Platform Our advanced systems are able ...

Page 225: ...ch reduces turnover Our solutions also improve employee productivity lower your operational costs and increase revenue all of which lead to a rapid return on investment In fact Nortel Networks customers report up to a 50 percent reduction in transaction costs as a result of deploying a Nortel Networks speech recognition solution Key Benefits Automating services to provide accessible and cost effec...

Page 226: ...ata centre Increase end user service level through implementation of Disaster Recovery capabilities Nortel Networks Solution Nortel Networks Passport 8600 Ethernet Switch with WSM Web Switch Module and Optical Ethernet OE provide the capacity scalability and stability required for performing critical functions within an Enterprise data centre The Passport 8600 delivers high performance robust Ethe...

Page 227: ...n of server resources the Passport 8600 with WSM provides an integrated solution for both the connectivity via Ethernet of servers but also intelligent traffic and load management as well The WSM is a direct evolution of Alteon Webswitch technology and is a proven solution already used in data centres around the world High density high performance high resilience connectivity the Passport 8600 pla...

Page 228: ...atform for secured tunnelling across the Internet Home side telephony is provided by the Nortel Networks suite of IP telephony solutions including the i2050 Soft Client can be used with a USB headset USB phones that connect into the PC and the i2004 IP phone In the office Enterprises can leverage the evolution of their existing Meridian 1 PABX solutions by adding a line side ITG Internet Telephony...

Page 229: ...cure tunnel If the PC creating the tunnel has routing functionality and multiple network interfaces the phone can plug directly into the PC s second Ethernet port For most situations a Contivity VPN switch at the home office provides an easier solution The Contivity switch opens up a branch tunnel between the home office and the office and secures all traffic between the two sites Everything that ...

Page 230: ...e encryption and strong authentication between sites Implement a low cost mesh between sites Nortel Networks Solution The Nortel Networks Contivity VPN Switch integrates all of the elements needed to build a high performance scalable and secure VPN routing firewall bandwidth management encryption authentication and data integrity into one single platform for secured tunnelling across the Internet ...

Page 231: ...ity of the Internet for almost global connectivity Single connection into the IP network for VPN Internet and IP services Delivers confidentiality integrity privacy and non repudiation to all transactions Simple to configure simple to maintain Provides a competitive advantage through enabling new business models allowing the adoption of e business improving communication between the workforce intr...

Page 232: ...plementation of solutions tailored to fit small medium and large companies Contivity switches are placed at each partner s office Connectivity into the managed IP network is via any available transport technology Secure IPSec tunnels encrypt and encapsulate traffic between sites Firewalls in each Contivity switch protect the site LAN from outside threats Group policies on the firewalls control whi...

Page 233: ... access to a segment worth US 1 3 trillion by 2003 Increases transactional performance Better customer service Reduces costs and delays of dealing with suppliers and customers Reduces administration complexity turn around time and potential for human error Better achieves JIT operating principles Removes psychic distance for transactions Lessens human dependence of e partnerships SRT returns dynam...

Page 234: ... and large companies Telephony is provided by the Nortel Networks i2050 Soft Client can be used with a USB headset Contivity switches are placed at the core location User machines have secure client software installed Users connect to local ISP Internet via whatever mechanisms are available dial DSL cable wireless or Ethernet Remote Access IP VPN Solution 225 Secure Remote Connectivity Remote Acce...

Page 235: ... while tunnel is up Solution Value Proposition Reduces corporate remote access expenses by 60 80 Accommodates an increasing dispersed and mobile workforce estimated to be 83 of all employees by 2003 Gain anywhere access with minimal access charges Reduces ongoing expense of dial access Eliminates costly toll free access numbers Eliminates dedicated RAS infrastructure Secures access from anywhere w...

Page 236: ...ng solution overcomes this problem by transporting all of these and other essential protocols in their native format to interconnect an organisation s critical storage devices The Storage Area Networking concept consists of setting up a separate high speed mesh network that links servers and storage devices Typically Fibre Storage Area Networking Solution 227 Optical Storage Area Networking Soluti...

Page 237: ...s across enterprises It organises and stores a wide variety of data over time which can be used to create reports and extract data at a later date Data mining involves processing large volumes of data and can take advantage of the processing storage and querying potential of a data warehouse Data Sharing entails using computer software and systems designed to aid with group decision making communi...

Page 238: ...le Ethernet solutions while combining the intelligent quality of service mechanisms to set application traffic priorities at the network edge Optical Ethernet Solution 229 Optical Ethernet Solution Customer Needs Remove bottlenecks and limitations of traditional WAN Provide inter office bandwidth ranges from 1Mbps to 1000Mbps Simplify LAN and WAN networking Provide network support for multimedia a...

Page 239: ... up to 10Gbps IP ATM Ethernet ESCON Fibre Channel FICON PDH SDH SONET Digital Video etc Wavelength efficiency is achieved by a rich set of sub rate multiplexer cards The OPTera Metro 5200 allows Enterprises to extend fibre capacity up to 240Gbps if required while preserving the ability to offer individual wavelengths 50mS protection switching for high availability applications Nortel Networks prov...

Page 240: ...r access to corporate data and applications Reduces IT cost Simplifies network architecture layer 3 to layer 2 Reduces support costs fewer routers in the WAN Consolidates computing support resources Ethernet traffic remains the same end to end Positions for outsourcing of high value applications and services Enables new applications to be introduced Provides internal efficiencies for programs such...

Page 241: ...232 Optical Ethernet Solution ...

Page 242: ...omers looking to upgrade or change out existing voice networks Succession is applicable to all vertical markets and most enterprises from the SME to the large global multi site corporation due to the scaleable range of Succession platforms Enterprises adopting converged voice and data solutions will typically have the following characteristics Companies wishing to achieve infrastructure savings by...

Page 243: ...ications Manager BCM contains all the business telephony features of Norstar and Succession Communication Server for Enterprise 1000 CSE 1000 contains all the business telephony features of the Meridian 1 There are 3 main areas of convergence in Nortel Networks Succession IP Telephony Portfolio Convergence in the WAN This involves converging separate voice and data networks connecting offices toge...

Page 244: ...omer relationship management integrate real time voice with customer web sites screen popping multi media collaboration with customers integrate self service advanced speech recognition applications with contact centres Symposium Periphonics Our Succession Enterprise strategy is to provide a seamless evolution from today s voice and data enterprise networks to tomorrow s fully converged enterprise...

Page 245: ...236 IP Telephony Solutions ...

Page 246: ...ng and more Perimeter defence certified stateful firewalls protect a network or its nodes against unauthorised users High availability and redundancy of the security system Load balancing hardware software redundancy and failover mechanisms provide premium uptime and recovery time Managing performance demands of security balancing schemes enable activation of a full complement of security measures...

Page 247: ... critical concerns Nortel Networks Security Solutions ensure information integrity and confidentiality across a full range of applications and architectures The Nortel Networks Unified Security Architecture provides a comprehensive physical and procedural framework of network elements capabilities and best practices to provide multi faceted end to end security for networks and applications For fur...

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Page 250: ...ones 87 Internet Telephony Gateway ITG Line Card 97 Internet Telephony Gateway ITG Trunk Card 119 IP Contact Centre Solution 207 ISDN Integrated Services Digital Network 113 M3900 Digital Telephones 139 Media Processing Server 100 MPS 100 181 Media Processing Server 1000 MPS 1000 187 Meridian 1 Internet Enabled IE Communications System 99 Meridian 1 Option 11C 123 Meridian 1 Option 11C Mini 127 Me...

Page 251: ...3 Secure Remote Connectivity Extranet IP VPN 223 Secure Remote Connectivity Home Worker 219 Secure Remote Connectivity Intranet IP VPN 221 Secure Remote Connectivity Remote Access IP VPN 225 Speech Enabled Self Service 215 Storage Area Networking 227 Succession CSE 1000 Communication Server for Enterprise 1000 Release 2 0 105 Succession Communication Server for Enterprise MultiMedia Xchange CSE MX...

Page 252: ...erved Nortel Nortel Networks The Nortel Networks corporate logo and the globemark design are trademarks of Nortel Networks All third party trademarks are recognised and acknowledged Information is subject to change since Nortel Networks reserves the right to make changes without notice in equipment design or components as engineering or manufacturing methods may warrant The description of features...

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Summary of Contents for Nortel Passport 8100

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