VoiceCon Orlando 2008: Presentation

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  • 1. Nortel Response to VoiceCon RFP 2008 VoiceCon Request for Proposal for an IP Telephony System Prepared by Allan Sulkin President, TEQConsult Group teqconsult.com VoiceCon Orlando 2008 Copyright © 2007 TEQConsult Group 1
  • 2. Nortel Response to VoiceCon RFP 2008 Preface The following RFP document was exclusively designed and developed by TEQConsult for the VoiceCon ® Orlando 2008 Conference. The RFP is intended to solicit product information and pricing data about IP Telephony systems during the Fall 2007 time period. The RFP was written for a large multi-facility enterprise configuration with IP voice terminals as the primary station user interface to the system. TEQConsult Group recognizes that every business and institution has unique communications needs and resources, but the much of the material included herein will be of benefit to VoiceCon workshop attendees regardless of their unique system size and application requirements. VoiceCon workshop attendees may use this RFP as a template for customizing their own RFP, but only with expressed written permission from Allan Sulkin, TEQConsult Group (amsulkin@aol.com). Proper accreditation to TEQConsult Group for using this RFP in whole or part must be included in the resulting document. TEQConsult Group would like to thank Fred Knight, GM, Business Communications Review, and the publisher of Business Communications Review, for his review and editing of this document; Unimax Systems Corporation for its contributions to the systems management section of the RFP; and SecureLogix Corporation for its contributions to the security section of the RFP. . Copyright © 2007 TEQConsult Group 2
  • 3. Nortel Response to VoiceCon RFP 2008 VoiceCon IP Telephony System Request For Proposal General Guidelines for Proposals 1. Please read though the entire RFP before beginning to work on your response, and proof the proposal before submission. 2. Configure and price your system design to satisfy all stated RFP requirements, including any and all system hardware and software elements necessary to satisfy a requirement. 3. All products and solutions proposed for this RFP must be formally announced at time of VoiceCon Orlando 2008; pre-briefings of un­ announced products and offerings must be scheduled for and completed at least one month prior to the conference. 4. Do NOT provide material or information unrelated or not relevant to a specific RFP clause requirement. 5. Be brief, but complete, and provide succinct, clear, and unambiguous responses; do not obfuscate your responses with unnecessary wordage. When a vendor response calls for a brief description please restrain from providing more than 400 words of text. 6. Make sure to review and edit your proposal before submission. 7. All proposals are due by December 21, 2007. Deadline extensions will NOT be granted under any circumstances due to the immediate holiday break. 8. Proposal Evaluation The proposals to the RFP will be judged on the following factors: 1. Satisfaction of system performance requirements 2. Price of the proposed solution 3. Adherence to each of the above general proposal guidelines Important submission requirements: • Submit Part 1 System Performance Requirements responses in MS Office WORD file format, excluding responses to requirements specifying attached PowerPoint graphics, e.g., Clause 1.0.1. When PowerPoint format is requested do NOT copy/paste PDF format graphics or images. • Submit Part 2 System Pricing details in an attached MS EXCEL file format Copyright © 2007 TEQConsult Group 3
  • 4. Nortel Response to VoiceCon RFP 2008 PART 1: System Performance Requirements Submit Part 1 responses in MS Office WORD file format except where otherwise noted. 1.0.0 System Overview VoiceCon Company (VoiceCon) plans to install a new IP Telephony System (IPTS) at its newly constructed Campus Headquarters (CHQ) facility. The IPTS will also support two remote facilities, a Regional Office (RO) and a Satellite Office (SO). Distributed IPTS common control equipment must be installed in two equipment rooms located across the CHQ facility. All proposed call telephony servers must independently support all generic software features for the proposed IPTS as required in Section 5 of this RFP. The RO and SO facilities will have local trunk services, but will be configured as survivable remotes behind the centrally located IPTS at CHQ. It is mandatory that a single system image IPTS solution be proposed that satisfies the requirements listed later in this section of the RFP. The proposed IPTS must support 1,500 stations users distributed across the CHQ, RO, and SO facilities at time of system cutover. Anticipated VoiceCon expansion plans will require the proposed IPTS be capable of supporting 50% growth of all call processing and port capacity parameters distributed proportionately across the three facilities. The proposed IPTS must support this growth requirement without replacement of any installed hardware or generic software (excluding new release versions). The IPTS network configuration can be seen in Figure 1: Copyright © 2007 TEQConsult Group 4
  • 5. Nortel Response to VoiceCon RFP 2008 Voicecon IPTS Network CHQ Equipment Equipment Room 1 Room 2 750 Stations 500 Stations RO SO 200 Stations 50 Stations WAN CHQ: Campus Headquarters RO: Regional Office SO: Satellite Branch Figure 1 VoiceCon plans to install a LAN/WAN cabling and a transport infrastructure that will fully satisfy the stringent requirements of IP Telephony communications for all intra-premises and inter-premises call control and voice communications transmissions. Each location will be equipped, at minimum, with a 1-Gbps Ethernet backbone. The local wiring closets will house 10/100/1000 Mbps Ethernet switches equipped with Power over Ethernet (PoE). Multi-service routers will be installed at all locations to support a MPLS WAN installation. All Ethernet switches and IP WAN routers will be equipped and programmed to satisfy QoS and security standards to support voice communications quality acceptable to VoiceCon. Pertinent bandwidth, latency, packet loss, and echo issues will be addressed by the LAN/WAN design and implementation. Each station user’s work area will be supported by four (4) four-pair, Category 5E cable wiring with one (1) RJ-11 wall connector and three (3) RJ­ 45 wall connectors to the local wiring closet. The RJ-11 and RJ-45 connectors will be either wall mounted or mounted in the modular furniture throughout the office environment. NOTE: The proposed IPTS will be required to support a limited number of non-IP stations, e.g., analog telephones, requiring a RJ-11 connector. The proposed system may use circuit switched port carriers, LAN-connected media gateways, or some Copyright © 2007 TEQConsult Group 5
  • 6. Nortel Response to VoiceCon RFP 2008 combination to support IPTS desktop analog communications and PSTN connectivity requirements. Vendor Response Requirement Based on the RFP requirements prepare a simple network diagram that illustrates the proposed IPTS design. Include in the diagram the brand name/model of the IPTSs, circuit switched port carrier/media gateway equipment, the brand/name of the IPTS systems management and messaging system. The diagram must be prepared and submitted in a separate attached file using MS PowerPoint format, and also copy/paste the diagram in the MS WORD submission. Nortel Response: Comply, see below and Appendix B. CHQ - CS 1000E HA 100 HA Telephony CallPilot Unified Manager (TM) Messaging 1005r Building 1 Building 2 CS 1000E High Availability LAN system with redundant call server, signaling server, MG 1000E PRI media gateways, and PRI Gateway Media Gateways providing campus redundancy Regional Office Satellite Office MG 1000E MG 1000E Survivable Media Survivable Media Gateway (MG 1000E) with Gateway (MG 1000E) with integrated Call Server integrated Call Server and Signaling Server and Signaling Server Copyright © 2007 TEQConsult Group 6
  • 7. Nortel Response to VoiceCon RFP 2008 1.0.1 LAN/WAN Requirements VoiceCon has not yet decided on the make/manufacturer of its new LAN/WAN communications equipment. Vendor Response Requirement Indicate if the proposed IPTS solution is requires manufacturer-specific LAN/WAN communications equipment to support any or all of the following voice communications operations or functions: call processing, port interface, network switching and routing, PoE, media gateway, QoS and security. Identify make/models of manufacturer-specific equipment if required. Nortel Response: The proposed solution is standards based and does not require equipment from a specified vendor. 1.1.0 Commercial Availability and Customer References The proposed IPTS equipment should be in current production and operating as part of a commercial system at a minimum of five (5) different customer installations. Vendor Response Requirement State if the proposed IPTS equipment satisfies this commercial availability requirement. If the IPTS model has not yet been shipped and installed in a commercial installation, state expected availability date. NOTE: All proposed system hardware and software must be formally announced as of VoiceCon Orlando 2008 to be accepted by VoiceCon as a response to this RFP. This is a mandatory requirement. Nortel Response: Comply. 1.1.1 Single System Image The proposed IPTS must provide to all system subscribers and administrators a Single System Image across VoiceCon CHQ, RO and SO facilities. The Single System Image must include, but not be limited to, the following: 1) 4- or 5-digit dialing between all station users; 2) Virtually 100% transparent operation across all VoiceCon facilities and buildings of station, attendant, and system features (see RFP Section 5: Call Processing Features); 3) CHQ-housed systems management server(s) utilizing a single unified database for all station user profiles, equipped system design, and system­ level operations; 4) Network-wide attendant operator services across all VoiceCon facilities Copyright © 2007 TEQConsult Group 7
  • 8. Nortel Response to VoiceCon RFP 2008 and buildings, including the capability to support a centrally located attendant pool; 5) CHQ-housed shared messaging system resources; 6) Automatic alternative routing across the network for all voice calls (station-to-station and PSTN trunk connections). Vendor Response Requirement: Answer each of the following questions: 1. Is the proposed IPTS network solution a true single system solution or multiple systems intelligently networked? 2. Does the proposed IPTS network solution fully satisfy all six (6) of the stated Single System Image requirements? If not, identify and explain which of the requirements are not fully satisfied? Nortel Response: 1. Yes - the proposed solution consists of a single system. 2. Comply. 1.1.2 Enhanced 911 (E911) Services Support It is mandatory that the proposed IPTS support E911 services provided by a public safety answering point (PSAP) as defined by FCC regulations. Each of the three VoiceCon facilities utilizes a different PSAP. All VoiceCon IPTS station user E911 calls must be directed to their local PSAP for call handling and response regardless of location, VoiceCon corporate facilities and teleworker residence. If more than one E911 solution is available for the proposed IPTS network configuration clearly specify the solution that is included in the price proposal. Vendor Response Requirement: Confirm that the proposed communications system solution supports E911 service for all user stations (IP and analog) regardless of physical location. Nortel Response: Comply; the proposed solution supports E911 service for all user stations (IP and analog) at each VoiceCon facility across multiple PSAP’s. Also, briefly explain how E911 service requirements are supported, specifically addressing each of the following questions: 1) A description of any optional hardware/software equipment, including peripheral servers. [Note: Include the price of all required equipment, including servers, in the pricing proposal] Nortel Response: No additional hardware or software is required to support the requirements based on our standard offering. Copyright © 2007 TEQConsult Group 8
  • 9. Nortel Response to VoiceCon RFP 2008 2) How are station user moves/adds/changes reported to the PSAP? Nortel Response: With normal station users moves/adds/changes it is not required to update the PSAP as the response location (ERL) location database information has not changed. If emergency response location (ERL) locations are added or removed then a manual update to the PSAP database will be required. 3) What degree of specificity station user location is identified to the E911 PSAP? Desktop work area, local switch room, work floor, other? Nortel Response: With the standard offering, the granularity of reporting is determined by the customer and their specific E911 response requirements. The level of granularity can be to the desktop, a defined physical area in a building, or the main building address itself. This level of support is available to all devices in the system regardless of their technology (e.g. TDM, VoIP, Analog or Digital). Additionally, the Emergency Call Location call routing information can support alternate routing, and dynamic assignment of PSTN callback numbers to non-DID users. 1.1.2.1 E911 and Station Moves Station user moves behind the proposed IPTS solution should be tracked dynamically in real time for E911 services support. Vendor Response Requirement: Indicate if the proposed E911 solution satisfies this requirement and indicate how often the local and PSAP databases are updated. Nortel Response: With the included Internal Layer 3 Discovery option, which is an integrated software component, all IP devices are tracked at Layer 3 via their IP address. IP Address ranges are assigned to specific physical areas within the building (Emergency Caller Locations), and the Emergency Services for Client Mobility (ESCM) Discovery manager applies the proper emergency services profile to the IP telephones upon registration with the CS 1000. Emergency Call Location properties include E911 call routing information, to support multiple PSAPs, the specific Calling Line ID to be used for E911 calls and direct station callback as well as location specific On Site Notification properties to alert local personnel that an emergency call has taken place. The CS 1000E also provides an SSL interface that allows external 3rd party Location Identification Servers (LIS) to provide information on IP telephone moves dynamically. The local Call Server database is now updated in real-time automatically without impact to active call processing. Using this interface, the location of the telephone is determined by the Emergency Caller Location information provided by the external 3rd party LIS. Copyright © 2007 TEQConsult Group 9
  • 10. Nortel Response to VoiceCon RFP 2008 1.2.0 Proposed IPTS Vendor Response Requirement Provide the following information regarding your proposed IPTS as details are requested in following sections: 1. Product and model name(s) for the IPTS and messaging system 2. Software release for each product/model proposed 3. Product/model commercial availability dates Nortel Response: 1) The Nortel Communication Server (CS) 1000E HA (High Availability) communications systems with survivable media gateways is proposed at the Headquarters location with Nortel CallPilot as the unified messaging system. 2) Nortel CS 1000E HA system running Release 5.5 Nortel CallPilot system running Release 5.0 3) Nortel CS 1000E – July 2004; Release 5.5 availability- March 28th CallPilot – September 1997; Release 5.0 availability – September 2007 1.3.0 IPTS Design Platform The proposed system solution may be based on either of the following two architecture system designs: • Converged TDM/IP: call telephony servers supporting LAN/WAN distributed circuit switched port interface cabinets with integrated media gateway interfaces for IP port connectivity • Client/server: call telephony servers supporting LAN-connected media gateway equipment for non-IP port connectivity Vendor Response Requirement: Briefly describe the system architecture and design elements of the proposed IPTS solution. Include in your system description basic information about the following common equipment hardware elements: 1. Architecture design: converged or client/server) 2. Call telephony servers and associated common control equipment 3. Circuit switched port carrier/interface equipment, if applicable 4. LAN-connected media gateways (server-embedded, standalone, switch/router-equipped, desktop), if applicable Nortel Response: The proposed CS 1000E is a converged design with both pure IP and TDM Copyright © 2007 TEQConsult Group 10
  • 11. Nortel Response to VoiceCon RFP 2008 capabilities delivering over 650 system, network and end user features. The CS 1000 is architected on a real-time VxWorks and Nortel Carrier Grade Linux operating system kernel with highly controlled interfacing options for increased security. This real-time operating system gives priority to call processing over management tasks - critical for telephony environments. The Call Server provides call processing capability for up to 22,500 IP phones. The Signaling Server provides a registration and connection point for up to 5,000 IP Phones. It also provides a standard SIP and/or H.323 Gateway signaling interface for signaling other IP Gateways within the network, and an H.323 Network Routing Server (the NRS is similar in function to a Gatekeeper) which provides a mechanism for controlling the various SIP/H.323 elements within the system. An Element Manager built on a web server inside the Signaling Server supports configuration of the Gatekeeper, the network dialing plan and other IP related management duties. Signaling Servers may be deployed singly or in a redundant configuration whereby registration duties are load shared between them. Both the Call Server and Signaling Servers utilize Pentium M/4 based processors which are located within the Media Gateway chassis. The CS 1000E utilizes the Media Gateway 1000E (MG 1000E) and the MG 1000E PRI to support analog and digital lines and trunks, IP-TDM conversion capabilities, and value-add feature modules. 1.3.1 Common Control There are several mandatory common control requirements. 1.3.1.1 Common Control Housing VoiceCon requires that all IPTS host common control elements be fully embedded in compact housing with internal interfaces to media gateways, non-IP port circuit interfaces, and service circuit boards. Call control signaling to/from all IP endpoints must be supported through an integrated Ethernet LAN uplink connector, e.g., RJ-45. The cost benefits of this fully integrated design are reduced hardware, power, and system footprint requirements. 1.3.1.1.1 CHQ Host Common Control Vendor Response Requirement: Briefly describe the hardware housing for all CHQ-located common control elements (call processing, signaling, et al), specifically including size (H x L x W), weight (standard common assembly), fan cooling units, and all embedded hardware components. Include in the response technical information for both CHQ-located host common control and RO/So-located local survivable processing equipment. Nortel Response: The housing is based on a 19” rack mountable chassis. Copyright © 2007 TEQConsult Group 11
  • 12. Nortel Response to VoiceCon RFP 2008 The CS 1000E HA is comprised of two common control elements (one per building), each with their own call processor, signaling servers and media gateways with integrated fan cooling units. Building #1 houses 5 MG 1000E chassis and 1 MG 1000E PRI gateway Building #2 houses 2 MG 1000E chassis and 1 MG 1000E PRI gateway MG 1000E Gateways have the following dimensions and weight: 8.4” x 12.8” x 17.2”, 30lbs. The MG 1000E PRI gateway: 2.5”x 18” x 17.3”, 18lbs Building #1 has an external 1u SIP proxy server for integration with our UC solution, with the following dimensions and weight: 1.75”x22”x17.3”, weight 28lbs. 1.3.1.1.2 RO/SO Local Common Control Vendor Response Requirement: Briefly describe the hardware housing for all RO and SO local common control elements (call processing, signaling, et al), specifically including size (H x L x W), weight (standard common assembly), fan cooling units, and all embedded hardware components. Nortel Response: The housing is based on a 19” rack mountable chassis format with the following elements and dimensions: The Survivable Media Gateways are comprised of MG 1000E chassis, each with their own call processor and signaling servers, with integrated fan cooling units. Weight and dimensions as follows: 17.2” x 12.8” x 8.4”, 30lbs The RO will have 2 MG 1000E chassis. The SO will have 2 MG 1000E chassis. 1.3.1.2 Common Control Redundancy The IPTS common control must be based on a fully redundant duplicated design. Redundant components may be provisioned as active/passive or load sharing with seamless switchover operation between control elements in case of errors or failure. All active calls and programmed feature states must be preserved during the switchover process. Vendor Response Requirement: Confirm that the proposed IPTS common control fully satisfies the requirement for a fully redundant duplicated design and identify if it is based on an active/passive or load sharing (pooled) design. In your response confirm which of the following elements are provisioned in fully redundant mode and specify the design option (active/passive, load sharing, pooled resources, et al.): Copyright © 2007 TEQConsult Group 12
  • 13. Nortel Response to VoiceCon RFP 2008 • Primary call processor • Main system memory • Customer database memory • RJ-45 Ethernet uplinks to network • Power supply • Tone generators • Call classifiers • Registers • DTMF receivers • I/O interfaces Nortel Response: Comply – the proposed solution is based on an active/passive design. The call processor, system memory, database memory, RJ-45 ports power supplies and I/O interfaces are redundant in the hot standby arrangement. A failure in any of these components will cause the system to switch to the standby processor. Additional details on the components identified are listed below. • Primary call processor - Fully redundant as noted above. • Main system memory - Fully redundant as noted above. • Customer database memory - Fully redundant as noted above. • RJ-45 Ethernet uplinks to network - Full redundancy supplied either through redundant components in our proposal (e.g. call processors), redundant uplinks (e.g. Media Gateway Controllers), or both. • Power supply - Redundancy provided through redundancy components in our proposal. • Tone generators - Redundancy provided through redundancy components in our proposal. • Call classifiers - Redundancy provided through redundancy components in our proposal. • Registers - Redundancy provided through redundancy components in our proposal. • DTMF receivers - Redundancy provided through redundancy components in our proposal. • I/O interfaces - Redundancy provided through redundancy components in our proposal. 1.3.1.3 Distributed Control Redundant duplicated common controllers must be installed in each of the two CHQ equipment rooms. Vendor Response Requirement: Confirm that redundant duplicated common control elements are distributed and installed in each of the two CHQ equipment rooms. Describe how the distributed common control elements are physically and logically linked Copyright © 2007 TEQConsult Group 13
  • 14. Nortel Response to VoiceCon RFP 2008 across the two equipment rooms. Nortel Response: Comply. The common control elements are physically connected via a hot standby Ethernet link, which is extended over an IP network. Real-time call processing registers are synchronized between the control elements. 1.3.1.4 Call Processing The proposed IPTS must handle a minimum of 150,000 Busy Hour Call Completions (BHCCS) in its proposed system design and fully equipped configuration. Nortel Response: Comply. 1.3.2 Call Processor Make/Model Vendor Response Requirement: Identify the make/model of the main processor for the proposed common control system. Nortel Response: The proposed CS 1000E utilizes Intel Pentium M based processors with the following features: • Rated at 1,000,000 BHCC (simple IP to IP call) • Two compact flash sockets (one on board and one on the faceplate) • DDR RAM 1GB (up to 2 GB) 1.3.3 Call Processing O/S Vendor Response Requirement: Identify the primary operating system used by the main processor of the proposed common control system. Linux is preferred, but not mandatory. Nortel Response: The CS 1000E Call Server and Signaling Server utilize the VxWorks 5.5 real-time operating system. Network Routing Services are available on both Linux 4.0 and VxWorks 5.5 OS. 1.3.4 Memory Vendor Response Requirement: Briefly describe system memory and storage design for both generic software and customer database requirements. Nortel Response: The Pentium M processors of a CS 1000E system are equipped with a 1 GB DDR DRAM DIMM. This is expandable up to 2 GB. An internal Compact Flash slot Copyright © 2007 TEQConsult Group 14
  • 15. Nortel Response to VoiceCon RFP 2008 (FMD) hosting a 1GB card serves as a hard disk equivalent and stores both the system software and customer data. A faceplate accessible Compact Flash slot serves as the removable drive for data backup and software upgrades. With this design there are no moving parts and no spinning drives that may fail. 1.3.4.1 Database Integrity Vendor Response Requirement: How does the proposed IPTS solution maintain the integrity of the customer database between back-ups? Nortel Response: In a redundant system the database is automatically duplicated to the standby call server and survivable call servers. Additionally, each of the processors maintains two copies of the database image. 1.3.4.2 Database Information Loss Vendor Response Requirement: Identify under what circumstances can customer database information (configuration, messages, logs, etc.) be lost during back-ups Nortel Response: Backup can be accomplished by copying the database to the faceplate accessible compact flash or via an FTP transfer to a customer defined server. User intervention or network issues could affect the backup data, however an up to date copy would still be available on the redundant processors. 1.3.4.3 Database Backup Scheduling Vendor Response Requirement: How often should the customer database be backed up? Specify if it is a full or incremental backup and the time the process takes. Nortel Response: Database backup should occur after any configuration changes to the CS 1000E. The redundant core will automatically receive the database after a change and an image backup to the hard drive will occur automatically during the midnight routine if a change was made. FTP backups are configurable to an hourly level. 1.3.4.4 Data Purging/Archiving Vendor Response Requirement: Describe the mechanism for data purging and archival, including storage and retrieval of archived data. Nortel Response: CS 1000E customer data can be stored on Compact Flash via the faceplate accessible port or alternatively, the data can be sent via FTP to any storage Copyright © 2007 TEQConsult Group 15
  • 16. Nortel Response to VoiceCon RFP 2008 server. Restore routines can restore your data either via the faceplate Compact Flash or via FTP from any storage server. 1.3.5 Power Supply Vendor Response Requirement: Briefly describe common control power requirements and the integrated power distribution design. Indicate if the power supply is dependent on either an AC or DC current source. Nortel Response: Each Call Server, Signaling Server and Media Gateway contains an AC power supply. Power requirements are shown in the following table: Current, power and cooling requirements for CS 1000E components Component Current @120/240 V AC Required UPS power Thermal dissipation (A) (W) (Btu) Maximum Typical Maximum Typical Maximum Typical Core Call 2.50/1.25 1.00/0.50 300.00 120.00 1023.90 409.56 Server 1U IBM 5.50/2.8 3.00/1.5 550.00 50.00 1024.00 682.00 Signaling Server MG 1000E 1.40/0.70 1.17/0.58 300.00 190.00 1023.60 648.30 MG 1000E 1.15/0.58 1.17/0.58 300.00 145.00 1023.60 494.70 Expander MG 1000E 1.10/0.55 1.11/0.56 300.00 140.00 1023.60 480.0 PRI Gateway 1.3.5.1 Power Safeguards Vendor Response Requirement: Describe any power failure safeguards that are included in the IPTS design. Briefly describe what happens to system operation during a power failure Nortel Response: Call processor has redundant cores each with separate power supplies. A failure of the active core power supply will cause call processing to be assumed by the inactive core. To safeguard against a total site power outage, it is recommended that all components have a power backup. In the event of the backup failure, the Survivable Media Gateway feature can provide call processing support to all phones and media gateways. 1.3.5.2 Power Backup Vendor Response Requirement: Does the proposed IPTS solution come equipped with standard UPS hardware, and if so how long can the system run on it? If not, what UPS Copyright © 2007 TEQConsult Group 16
  • 17. Nortel Response to VoiceCon RFP 2008 requirements are recommended? Nortel Response: UPS are not supplied with the CS 1000. The UPS system power requirements are shown in the above table. 1.3.5.3 Power Consumption VoiceCon desires an IPTS with reduced power consumption requirements compared to earlier generation system designs. Vendor Response Requirement: Provide data regarding common control power consumption requirements and heat dissipation levels (BTUs) for the proposed IPTS solution. Nortel Response: See table provided in response to section 1.3.5. 1.3.5.4 Environmental Initiatives Vendor Response Requirement: Briefly identify any current or planned IPTS design initiatives to reduce power consumption requirements and heat dissipation levels. Nortel Response: Nortel continues to seek ways to improve and reduce power consumption in its products by improving our designs. By integrating call server and signaling server capabilities on the CS 1000 within our media gateway chassis we have seen significant reductions in both rack space and power consumption. We will continue to seek ways to improve density and scalability while reducing the need for hardware based components. 1.3.6 Ethernet Call Control Signaling Links Vendor Response Requirement: Identify for each active and standby call telephony server the number of available and configured RJ-45 Ethernet LAN uplink interfaces for call control signaling to LAN-connected cabinets/carriers and/or standalone ports. Include a brief description of how the physical Ethernet connection is provided: dedicated circuit board; daughterboard; fully integrated RJ-45 connector, et al. Nortel Response: The fully redundant Call Processors each have a 10/100 Mbps Ethernet connection on their I/O panel for the Embedded LAN or ELAN connection to outboard application servers. The ELAN is used for both management and call processing applications between outboard servers and the Call Processors. The CPU pack has a 100Mbps RJ45 connection on the front panel, which is then Copyright © 2007 TEQConsult Group 17
  • 18. Nortel Response to VoiceCon RFP 2008 connected via a patch cable to the I/O panel, which also has an RJ45 connection on both sides of the panel, (one for the patch cable and one for the ELAN connection). The Signaling Server has two RJ45 10/100 Mbps Ethernet connections. One is for the ELAN connection and the other is for the Telephony LAN or TLAN connections for the IP signaling out to the devices and endpoints on the customer network. Media Gateway Controller Cards has an embedded Ethernet switch which provides connection to internal modules, as well as two Ethernet connections for dual homed connections to the network. 1.3.7 System Clocks Vendor Response Requirement: Identify the number and type of internal system clocks that are available and configured. Nortel Response: There are basically two types of internal system clocks. • The Call Processor contains a real time clock that maintains the time and date clock. Network Time Protocol allows the time and date to be synchronized with an authoritative NTP server. • For TDM devices, one Stratum 3 clock controller is provisioned per media gateway to provide clock synchronization between trunk cards and the Central Office. 1.4 Remote Survivability In standard operating mode station users at RO and SO facilities will be supported by CHQ common control. It is required that station users at the RO and SO facilities be provided with full, uninterrupted access to all IPTS features and services regardless of CHQ common control failure or LAN/WAN connectivity issues due to switch, router, or private network transmission service errors or failures. Each remote facility must perform a seamless switchover to a local secondary common control while all active local intercom and trunk calls, and programmed feature states, e.g., call forwarding, are preserved. Vendor Response Requirement: Confirm that the proposed IPTS solution satisfies this requirement for remote local survivability and briefly describe the local hardware/software solution at each of the two remote facilities necessary to support the seamless switchover operation. Indicate the time it takes to perform the switchover if not instantaneous and what happens during this time period, including access and implementation of generic software features and functions. Copyright © 2007 TEQConsult Group 18
  • 19. Nortel Response to VoiceCon RFP 2008 Nortel Response: Comply. The Nortel solution deploys the Nortel Media Gateway 1000E (MG 1000E) equipped as survivable Media Gateways at the RO and SO sites. The MG 1000E is the general purpose media gateway previously described. By equipping the MG 1000E with a CP-PM call processor card, it is transformed into a Survivable Media Gateway. As a Survivable Media Gateway, it contains a complete copy of the entire system database. Upon loss of contact with the primary system (active and stand-by processors) for any reason, whether due to LAN/WAN incidents or a failure of the primary system, it will provide survivable service to all clients located at that site or otherwise designated to draw survivable services. In addition, should the primary system be lost but the IP WAN continue to be available, it can operate and control the entire system of thousands of IP phones as well as MG 1000E units operating at other sites. When providing survivable services to IP clients, the Survivable Media Gateway 1000E provides the same level of telephony features that the clients enjoyed while connected normally to the primary system since the system is operating from a copy of the main Call Server database. The Gateway can provide dial­ around services to clients in survivable mode to allow them to reach headquarters and other sites transparently. Basic access to other sites can be provided over any PSTN trunking; PRI trunking will allow full direct dial service. The switchover time take 1.5 minutes for the MG 1000E to register with the alternate call server. Concurrently the signaling server switches over upon loss of connectivity with the signaling server leader. The signaling server default setting for the switchover timer is set to 2 minutes, but this can be configured lower if required. 1.4.1 Survivable IPTS Features/Services Vendor Response Requirements: Identify any required generic software feature or (See Section 5.0 Call Processing Features) or system function (including E911 support services) not available or operational when the local survivability option is activated at either the RO or SO facility. Also identify any type of station user equipment (instruments, consoles, soft phones, mobile clients, et al) not supported in local survivability mode at either of the two facilities. Nortel Response: All features are supported in survivable mode for VoiceCon’s Remote office (RO) and satellite office (SO) facilities. All station user equipment is supported in survivable mode for these two facilities. 1.4.2 Local Survivability Failover and Switchback Vendor Response Requirements: Copyright © 2007 TEQConsult Group 19
  • 20. Nortel Response to VoiceCon RFP 2008 For each of the remote facilities confirm that switchover to the local survivable common control option seamless, i.e. no interruption of in-process telephony services, for any or all stations users if WAN connectivity is disrupted to the HQ IPTS? Also provide answers to the following: • Is there a station user recognizable delay in dial tone and call implementation after the WAN disruption? • Describe the switchback process when HQ facility IPTS common control is again accessible, specifying if the process is automatic or manual and how long the process takes to implement • Are connected calls and/or telephony server operations at the remote facility affected in any way during the switchback process? If the answer is yes, describe how they are affected. Nortel Response: Switchover to local survivable common control at remote facilities is seamless without user intervention. Services and calls using the WAN will be disrupted. Local IP calls will not be disrupted. Calls requiring gateway resources will be affected. There is no station user recognizable delay in dial tone and call implementation after WAN disruption. The switchback process, when CHQ IPTS common control is reestablished, is automatic. The switch back time take 1.5 minutes for the MG 1000E to re­ register with the primary call server. Concurrently the signaling server will initiate a ‘reelection’ of a leader. The signaling server default setting for the switchover timer is set to 2 minutes, but this can be configured lower if required. Connected calls and or telephony server operations at the remote facility are not affected during the switchback process. The switchback process will occur during a quiescent call time or with manual intervention. 1.4.3 Survivable Messaging Services It is desirable that remote station users at the RO and SO facilities have access to messaging services (see Section 7) if there is a WAN link disruption to the HQ messaging system. Vendor Response Requirements Briefly describe how messaging services would be accessed and implemented by remote station users when there is a WAN link disruption. Would any messaging features/functions not be supported in this situation. Nortel Response If there is a WAN link network-pathway disruption to the HQ messaging system, users would still have access to their message store with full features/functions by dialing into CallPilot system at HQ directly over DID or other trunks attached Copyright © 2007 TEQConsult Group 20
  • 21. Nortel Response to VoiceCon RFP 2008 to that PBX. As well, if the user was remote and had some network access to the CLAN connected to the CallPilot at HQ (i.e. via via Nortel VPN Routers), they’d have access to their voice/fax messages via Desktop Messaging and/or My CallPilot. 1.4.4 Network Failover Resiliency VoiceCon desires that the proposed IPTS support network failover resiliency to a comparable IPTS located at a remote facility in the unlikely event the redundant CHQ common control (primary active/active or active/passive) becomes nonfunctional for any reason? Network failover resiliency requires that all IPTS station users and port carrier/media gateway equipment at all facilities (CHQ, SO, and BO) can automatically re-register to a designated back-up IPTS if so programmed. Vendor Response Requirements Respond to each of the following: • Can the proposed IPTS solution support network failover resiliency to another back-up IPTS in case of a catastrophic CHQ common control failure? • If yes, briefly describe the failover process including the time required before full telephony services are available to re-registered station users. • Can there be more than one designated back-up IPTS? Nortel Response: Comply, with no additional hardware of software elements required. The CS 1000E has the ability to provide call processing at the two remote locations with the Survivable Media Gateways. Any media gateway can register with up to 3 call processors in the event that they can no longer connect to the main system. Any IP set may register with any two call processors in the event a set looses connectivity with its main system (eg. at HQ site). All call servers have the ability to support all the system end points or a subset of them within the network provided there is WAN connectivity between the sites. In the event sets cannot reach either the primary or secondary call processor, sets will revert to their local system in survivable mode. All features of the CS 1000E are supported in survivable mode at the MG 1000E sites. The time to complete a network failover from one system to another is in the order of several seconds. The proposed system can support a number of network failover designs, as each remote system can identify an independent backup system in the event of a common equipment or WAN link failure at the HQ site. 1.5 Session Initiated Protocol (SIP) VoiceCon requires that the proposed IPTS support SIP-compatible stations Copyright © 2007 TEQConsult Group 21
  • 22. Nortel Response to VoiceCon RFP 2008 and trunk networking as specified by IETF Work Group RFC documents, including 3261, 3263, 3264, 3265, 3604 and 4456,. Vendor Response Requirements Respond to each of the following: • Does the proposed IPTS conform to IETF SIP specifications cited above 3261? • Is the proposed IPTS solution based on a native-SIP design or is optional hardware/software required? Indicate if optional equipment is required to support SIP communications protocol specifications. • Can the proposed IPTS support SIP-compliant desktop telephone instruments? • Can the proposed IPTS support SIP trunk services? Indicate if optional SIP proxy gateways are required? • Can the proposed IPTS support SIP-enabled applications, such as Internet conferencing, telephony services and features, presence, events notification and instant messaging? Indicate if optional server equipment is required. Nortel Response Comply; the CS 1000 conforms to IETF SIP specification RFC 3261 as requested above. Additionally we also conform to the following SIP specifications: RFC 3264, 3262, 3311, 3323, 3325, 3326, 2976, 3265, 3515, 3842, 2806. SIP communications are native to the CS 1000 platform; additional hardware may be required to support the optional SIP application depending upon your deployment configurations. Yes, the proposed IPTS supports SIP complied desktop instruments. Yes, the proposed IPTS supports SIP trunk services, without the need for an additional SIP proxy gateway. Yes, the CS 1000 solution can support SIP-enabled applications such as conferencing, presence and IM through the integration with the Nortel Multimedia Communications Solution (MCS) 5100 and other SIP based solutions such as Microsoft’s Office Communication Server. 1.6.1 Unauthorized System Access VoiceCon requires that the proposed IPTS solution be secure against unauthorized system access. The following system design and configuration guidelines should be followed: • All unnecessary ports, such as telnet, SNMP, etc. will be closed by default. Copyright © 2007 TEQConsult Group 22
  • 23. Nortel Response to VoiceCon RFP 2008 • The software running for ports will not contain any known vulnerabilities. • Administrative interfaces will not ship with known default passwords. • Default community strings for SNMP will not be used. SNMP version 3 will be supported. • The switch network will support security features such as VLANs, Network Admission Control (NAC), and other features. • Key components, such as the call processor, media gateway, or associated servers/cards will have built in host-based intrusion prevention systems. Vendor Response Requirements Confirm that the proposed IPTS solution satisfies each of the above listed security attributes. Briefly describe authentication processes embedded in the proposed IPTS solution to prevent unauthorized access to common control elements, data resources; and abuse of telephony services, e.g., toll fraud. Nortel Response: Comply – as noted below. All necessary ports are protected by application and with the deployment of the Secure Multimedia Controller (SMC) 2450 firewall. Initial default passwords are provide however Nortel forces password changes once users log into an account with a default password. Default community strings of public and private are not used; however, SNMP version 3 is not currently supported. It is being considered for a future release. Nortel’s solution includes the SMC 2450 for intrusion prevention. Access to the common control elements is tightly controllable whether directly accessing the system or using the CS 1000 Telephony Manager. • Passwords and Access Roles: Limited Access Passwords can be defined to provide a high degree of access control and to enhance tracking of system access and operational activities. Password controls include password aging, reuse & history, configurable guessing lockout and complexity requirements, forced default change, and more. Passwords are stored encrypted using SHA-256 hashing. Administrator roles can be defined, accessible through one or more passwords, and assigned to different groups of administrators, technicians and users. The CS 1000 Telephony Manager software leverages Windows platform user accounts and groups which provide platform access control, audit trails, and secure installation controls, such as the ability to implement authentication through the Windows Server Domain, and the use of SSL for LDAP synchronization and authentication. Copyright © 2007 TEQConsult Group 23
  • 24. Nortel Response to VoiceCon RFP 2008 • Secure Access and Logging: Access to web-based management interfaces like the Element Manager and NRS Manager can be established using SSL/TLS encryption protocols. SSH Secure Shell is used for remote logins, and Secure FTP (sFTP) is used for secure file transfer. Security logging records information such as remote login information, account creation, deletion, or modification, and role creation, deletion, or modification. • Secure System Signaling: Signaling between components of the CS 1000 is secured through the use of SIP TLS and IPSec to prevent eavesdropping. Telephone Abuse and Toll-Fraud Protection: The CS 1000 offers an extensive set of voice security features which control user privileges and access to voice services, including: • Class of Service assigns call origination and receiving privileges at the station and trunk level to control the degree of access to external networks and certain features within the system, • Trunk Group Access Restrictions control access for basic and network automatic route selection, • Access Restrictions limit terminal access to the exchange network, private network, and certain services and features. They can be temporarily overridden by the use of other features such as Forced Charge Account, Authorization Codes and System Speed Call, • Authorization Codes allow users to temporarily override access restrictions assigned to any station or trunk by dialing an authorization code. This allows user identification for billing, user Class of Service, and network access control, • Network Authorization Codes extend Authorization Code functionality to provide up to 20,000 codes used for accessing calls, routes, and features throughout a private network, • Station Specific Authorization Codes provide control of the level of authorization code access on a per telephone basis, • Forced Charge Accounts temporarily override Class of Service restrictions for toll-denied users. FCA can, for example, allow and charge long distance calls to an account number when calling from a telephone that is restricted from making long distance calls. • Direct Inward System Access (DISA) uses a combination of security code and access code to authorize calling abilities, • Call Forward External Deny provides the option to restrict, on a per telephone basis, the directory number that can be programmed for Call Forward All Calls, • Malicious Call Trace provides information about a Malicious Call. Enhanced Malicious Call Trace allows a recording device to be conferenced with a Malicious Call. Terminal Access to Services: Port-based authentication of IP phones is supported using 802.1x and Extensible Authentication Protocol (EAP). EAP­ enabled networks allow the administrator to ensure that individual devices and/or users are authorized to access the enterprise’s LAN environment. Capabilities include: Copyright © 2007 TEQConsult Group 24
  • 25. Nortel Response to VoiceCon RFP 2008 • An 802.1X supplicant on the phone side of the integrated Layer 2 switch, • EAP with MD5 authentication, • The ability to allow traffic from the PC port of the Layer 2 switch (in the phone) to pass through the switch independent of state of the phone authentication. 1.6.2 Unauthorized Network Access VoiceCon requires that the proposed IPTS solution be secure against unauthorized network access. Vendor Response Requirements Briefly describe call type detection and prevention processes embedded in the proposed IPTS solution to identify and prevent: • Unmonitored and non-secured Internet sessions by employees calling private Internet Service Providers accounts using modems connected to corporate phone lines. • Unlawful data network access by outsiders penetrating through modem-enabled corporate phone lines connected to LAN/WAN accessible workstations and other equipment. Nortel Response: Based upon dial number restrictions, employees would be prevented from calling private ISPs using the proposed IPTS. Based upon caller line ID, restrictions could be set to restrict against unauthorized use of Modem enabled lines. With call detail records, abuse of IPTS resources can be flagged and appropriate security actions taken. It is recommended that modems with two way challenge passwords be utilized to prevent abuse. 1.6.3 Disruption of Services VoiceCon requires that the proposed IPTS solution be secure against disruption of services. A minimum, the vendor will should: • Provide built-in DoS resiliency for all components processing signaling and audio. • Provide embedded or compatible third party firewalls, IDS/IPS systems, or anti-DoS systems will be available. • Support DoS detection and mitigation capabilities in network switches • Provide a solution for malformed or “fuzzed” packets • Provide protection for key supporting infrastructure services, such as TFTP, DHCP, DNS, etc. will be provided. Copyright © 2007 TEQConsult Group 25
  • 26. Nortel Response to VoiceCon RFP 2008 Vendor Response Requirements Briefly describe any embedded features/functions in the proposed IPTS solution that will reduce probability of telephony services disruption due to Denial-of-Service (DoS) attacks and address each of the above listed items in your response. Nortel Response: The CS 1000 is highly resistant to Denial-of-Service and other attacks through both design and well-defined implementation guidelines. It has proven itself through an established and enviable track record of secure operation. The CS 1000’s core architecture is designed to be secure. The CS 1000 core is based on hardened VxWorks O/S, a commercially available real-time operating system that historically has not been a target of attacks. The CS 1000 SIP application is based on LINUX, a hardened version used by Nortel carrier products, which is designed to prevent such attacks. Additional security capabilities have also been added by Nortel, such as: • An audit trail to report OS activities to determine root cause and respond to a potential DoS attack, • A watch dog process to restore potentially failed services, and thus minimize the impact of a potential DoS attack, • Enhanced memory management to optimize memory allocation to minimize the impact of a potential system attack. No system is secure if not implemented properly. Nortel has established well­ defined network design guidelines to assure secure operation and protection from DoS attacks. Several separate network segments must be deployed to assure protected and secure communication between distributed control elements of the system while still allowing client and application access to the system. Nortel has published guidelines for protections that must be implemented for the interconnection of these segments to the rest of the customer network. These guidelines can be met through off-the-shelf firewalls, access controls, or other commonly deployed network protection schemes, or the client can deploy a “Secure Multimedia Zone” using the Nortel Secure Multimedia Controller (SMC) 2450. The Nortel Secure Multimedia Controller (SMC) 2450, included within this proposal, provides a comprehensive approach to providing a “Secure Multimedia Zone” that protects business critical converged or multimedia infrastructure resources from internal attacks. The SMC 2450 is a transparent network appliance that provides DoS attack protection to the network segments surrounding the CS 1000 and its associated applications and services, creating the Secure Multimedia Zone The SMC 2450’s Copyright © 2007 TEQConsult Group 26
  • 27. Nortel Response to VoiceCon RFP 2008 capabilities include: • Stateful filtering and attack protection on traffic destined for the multimedia infrastructure, • Integrated configuration and management with simplified policies and QoS capabilities, • Stateful failover in case of a software or hardware failure, • Scalable security for low-end and high-end deployments including user proxy support and the ability to support crypto off-load, • Protection against common DoS attacks including rate limiting on signaling channels (Unistim, H.323 and SIP), • A mechanism for RTP media to traverse the SMC securely without opening a block hole of UDP ports, • Call signaling encryption for Nortel IP Phones (see next section). 1.6.4 Theft of Services Vendor Response Requirements Briefly describe any embedded features/functions in the proposed IPTS solution that will identify the incidence of toll fraud and other types of Long Distance toll service abuse/misuse (e.g. LD voice calls on fax lines) in real­ time, and alert and/or block such activity to reduce financial losses. Nortel Response: Incidences of toll fraud and other types of service abuse/misuse are monitored in real-time and may be alerted to security, administration or management. Telephone Abuse and Toll-Fraud Protection: The CS 1000 offers an extensive set of voice security features which control user privileges and access to voice services, including: • Class of Service assigns call origination and receiving privileges at the station and trunk level to control the degree of access to external networks and certain features within the system, • Trunk Group Access Restrictions control access for basic and network automatic route selection, • Access Restrictions limit terminal access to the exchange network, private network, and certain services and features. They can be temporarily overridden by the use of other features such as Forced Charge Account, Authorization Codes and System Speed Call, • Authorization Codes allow users to temporarily override access restrictions assigned to any station or trunk by dialing an authorization code. This allows user identification for billing, user Class of Service, and network access control, • Network Authorization Codes extend Authorization Code functionality to provide up to 20,000 codes used for accessing calls, routes, and features throughout a private network, • Station Specific Authorization Codes provide control of the level of authorization code access on a per telephone basis, • Forced Charge Accounts temporarily override Class of Service restrictions Copyright © 2007 TEQConsult Group 27
  • 28. Nortel Response to VoiceCon RFP 2008 for toll-denied users. FCA can, for example, allow and charge long distance calls to an account number when calling from a telephone that is restricted from making long distance calls. • Direct Inward System Access (DISA) uses a combination of security code and access code to authorize calling abilities, • Call Forward External Deny provides the option to restrict, on a per telephone basis, the directory number that can be programmed for Call Forward All Calls, • Malicious Call Trace provides information about a Malicious Call. Enhanced Malicious Call Trace allows a recording device to be conferenced with a Malicious Call. 1.6.5 Restricted Calls Vendor Response Requirements Briefly describe any embedded features/functions in the proposed IPTS that will identify telephony/fax spam, harassing calls, and other types of restricted calls (e.g. bomb threats, threatening calls, calls to/from restricted numbers) in real-time, and alert and/or block such activity to reduce damages and legal exposure. Nortel Response: Call Tracking is Nortel Telephony Manager's (TM) real time telephone call monitoring and alarm application. Its graphs indicate trends and provide displays of unusual calls enabling you to adjust your equipment and services to maximize your resources. Call Tracking monitors and displays information output from the CS 1000. It then accumulates the data and displays the information in different formats in its CDR displays. Call Tracking also provides alarm generating functions, which can be set up to warn you of unusual calling patterns. This is useful in the quick detection of unauthorized telephone calls that occur with toll fraud. You can define multiple alarm templates to detect different calling patterns, including calls exceeding certain durations, calls made at unusual times, and toll calls. Call Tracking can also be configured to output visual alarms or send to a log file on an external device such as a printer or network workstation. 1.6.6 Confidentiality and Privacy (Packet Sniffing) VoiceCon requires that the proposed IPTS solution provide for a high degree of confidentiality and privacy, including: • Support for standards such as IPSec, TLS, and SRTP. • Encryption for all public (to the LAN) traffic must be supported. This includes traffic exchanged between the call processor and media gateway. Copyright © 2007 TEQConsult Group 28
  • 29. Nortel Response to VoiceCon RFP 2008 Vendor Response Requirements Briefly described any embedded features/functions in the proposed IPTS that will preserve communications confidentiality and privacy, including the standards listed above. Indicate if control signaling and/or bearer communications signaling is encrypted at the call control, voice client, and media gateway elements to counter packet sniffing attempts: Nortel Response: The CS 1000 solution supports both encrypted media and encrypted call and intra- and inter-system signaling. Call media is secured using Secure RTP (sRTP) (RFC 3711). sRTP is supported in all 200x-series and 11xx-series Nortel IP Phones, and in the DSP resources installed in all Media Gateway 1000E units. This assures that secure calls can be made both between IP sets as well as between IP and TDM endpoints, such as PSTN trunks. The administrator can define encryption options such as forcing encryption always on or off. When an IP phone call is encrypted, an indication appears on the phone display to inform the user. Signaling between components of a single CS 1000 system (such as to secure a DSP channel and an outgoing PSTN trunk) is encrypted using natively embedded IPSec tunnels. Virtual trunk signaling between CS 1000 systems (such as setting up a call to a remote system) uses SIP TLS, with SDesc and MIKEY for key exchange. Additionally call signaling to and from Nortel IP Phones is encrypted using the SMC 2450 described in the previous section. The SMC 2450 defines the border of the Secure Multimedia Zone (SMZ). Services deployed within the SMZ enjoy enhanced DoS protection as all signaling and media traffic entering or leaving the SMZ must pass through the SMC 2450. The SMC 250 terminates the encrypted signaling to and from the IP phone and relays that signaling to and from the CS 1000. 1.6.7 Physical Interfaces Vendor Response Requirements Are there separate physical network interfaces to IPTS administration, control, and voice transmission signaling functions? Nortel Response: IPTS administration and control are both physically and logically separated from each other. IPTS administration access is via either serial ports or the Embedded LAN (ELAN) IP Ethernet interface. Voice signaling and media ingress / egress are via the Telephony LAN (TLAN) IP Ethernet interface. The ELAN and TLAN are both physically and logically separated. Nortel has established strongly-defined deployment guidelines, including the deployment of broadcast and multicast rate limitation and the user of physically or virtually separate LAN switching infrastructure to assure separation and protection of these interfaces (see section 1.6.2 for further discussion on the protection of these interfaces). Copyright © 2007 TEQConsult Group 29
  • 30. Nortel Response to VoiceCon RFP 2008 No access is possible within the system between these two interfaces. IP clients are deployed outside of any of these interface access LANs. 1.6.7 Root Access Vendor Response Requirements Is there direct Root access to the IPTS common control, and does the proposed IPTS solution conform to the following design attributes: • Disablement of non-secure management interfaces such as telnet by default. • No installation of any default administrative or root passwords. • Logging of all activity for administrative or root access. Nortel Response: Yes, Nortel provides direct Root access to the IPTS common control with authentication, password encryption, and account activity logging. Disablement of non-secure interfaces is possible and preferred but not enabled by default. The system by default petitions to change the default administrative and root passwords. CS 1000 does provide logging of all activity including administrative and root access. 1.6.9 Miscellaneous Security Requirements Vendor Response Requirements VoiceCon requires that the proposed IPTS solution provide the following general security features: • A patch management process and system must be available. • A secure alternative to TFTP (whose files can easily be sniffed) must be provided. • Support of TCP and authentication should be provided if SIP is supported. • Firmware loads for IPTS phones will be signed to insure authenticity. Vendor Response Requirements Confirm that the proposed IPTS solution satisfies each of the listed general security features: • Patch management • TFTP alternative • Signed firmware loads Copyright © 2007 TEQConsult Group 30
  • 31. Nortel Response to VoiceCon RFP 2008 Nortel Response: Comply. Any security patches deemed to be applicable to all systems would be categorized as a GEN (generally applicable) or EMG (emergency) status to be publicly downloaded by all customers; as well as being delivered via the Dependency List for installation. The patch can be individually installed using cli commands or element manager; or installed via full dependency list or delta dependency list using cli command or in using element manager. Security patches are communicated to customers via product bulletins/alerts. The CS 1000 uses Unistim FTP as an alternative to TFTP. The CS 1000 is currently developing a signed firmware loads solution. Copyright © 2007 TEQConsult Group 31
  • 32. Nortel Response to VoiceCon RFP 2008 2.0 IPTS Network Port Capacity Requirements The proposed IPTS must be capable of supporting port capacity requirements for the HQ facility and remote branches. It must also be capable of supporting future VoiceCon growth requirements at HQ and RO facilities. 2.1.0 Port Capacity Requirements The equipped port capacity of the proposed VoiceCon HQ IP Telephony System at time of installation and cutover must support of a mix of IP telephones, analog telephones, facsimile terminals, modems, central office trunk circuits (analog and digital) for local and long distance services, and private network IP trunk circuits). In support of general communications requirements, VoiceCon facilities will have a sufficient number of wiring closets distributed throughout each facility to satisfy ANSI/EAI/TIA 569 structured cabling specifications for voice and data communications. Wiring closets will be interconnected based on requirements of the selected system. The entrance facility (trunk connect panel), main telecom equipment room, and Main Distribution Frame (MDF) for each facility are located off the entrance lobby. It will be the responsibility of the contractor to provide all cross connects between labeled 110 terminal blocks in each wiring closet and the demarc or "smart jack" and their equipment. The following sections describe the port capacity requirements for each of the VoiceCon network locations. Satisfying these stated port capacity requirements is a MANDATORY requirement 2.1.1 CHQ Facility The CHQ campus includes two buildings, each a four-floor facility, with station equipment uniformly distributed within and across the four floors of the building. There are five (5) wiring closets per floor and one (1) main equipment room on the first floor of each building. 2.1.2 RO Facility The RO facility has two floors with station equipment uniformly distributed within and across each floor of the building. There are five (5) wiring closets per floor and one (1) main equipment room on the first floor. 2.1.3 SO Facility The SO facility has one floor with uniformly distributed station equipment across building. There are two (2) wiring closets and one (1) main equipment room. 2.2 Port Requirements Copyright © 2007 TEQConsult Group 32
  • 33. Nortel Response to VoiceCon RFP 2008 VoiceCon requires that the proposed IPTS communications solution be designed to support the following equipped port capacity requirements in the following tables with wired capacity for 50% growth. The definition of “equipped capacity” is all necessary system hardware and software components installed and working at time of initial system installation based on the stated requirements of this RFP. The definition of “wired for capacity” is the capability for system expansion (call processing, switched connections, and port capacity) with the addition of port interface cards or media gateway boards, only. VoiceCon will engineer its WAN trunk circuits to support compressed voice traffic (G.729A algorithm voice codecs) across its facilities. In addition to the following trunk circuit requirements any additional trunk services necessary to support the proposed IPTS, e.g., local survivability requirements, must be identified, configured, and included in the pricing proposal. Necessary common equipment must be included in the system configuration and pricing proposals and identified as such. 2.2.1 CHQ Station/Trunk Port Requirements 2.2.1.1 CHQ Building 1 Station Equipment • Analog devices (VoiceCon provided): 75 o 2500-type telephone instruments: 55 o Modems: 15 o Facsimile terminals: 5 • IP terminals (See Section 4) 675 o Economy desktop instrument 25 o Administrative desktop instrument 50 o Professional desktop instrument 425 o Executive desktop instrument 75 o ACD agent/supervisor telephone instrument 75 o Attendant soft consoles 3 o Audio conferencing units 22 Trunk Circuits • Local Service o GS/LS circuits 48 o T1-carrier (PRI) circuits 3 • Long Distance o T1-carrier (PRI) circuits 2 • Inbound ACD o T1-carrier (PRI) circuits 4 2.2.1.2 CHQ Building 2 Copyright © 2007 TEQConsult Group 33
  • 34. Nortel Response to VoiceCon RFP 2008 Station Equipment • Analog devices (VoiceCon provided): 50 o 2500-type telephone instruments: 35 o Modems: 10 o Facsimile terminals: 5 • IP terminals (See Section 4) 450 o Economy desktop instrument 25 o Administrative desktop instrument 25 o Professional desktop instrument 300 o Executive desktop instrument 35 o ACD agent/supervisor telephone instrument 50 o Attendant soft consoles 3 o Audio conferencing units 12 Trunk Circuits • Local Service o GS/LS circuits 32 o T1-carrier (PRI) circuits 2 • Long Distance o T1-carrier (PRI) circuits 2 • Inbound ACD o T1-carrier (PRI) circuits 3 2.2.2 RO Station/Trunk Port Requirements Station Equipment • Analog devices (VoiceCon provided): 25 o 2500-type telephone instruments: 15 o Modems: 5 o Facsimile terminals: 5 • IP terminals (See Section 4) 175 o Economy desktop instrument 15 o Administrative desktop instrument 15 o Professional desktop instrument 120 o Executive desktop instrument 15 o Attendant soft consoles 2 o Audio conferencing units 8 Trunk Circuits • Local Service o GS/LS circuits 8 o T1-carrier (PRI) circuits 1 • Long Distance o T1-carrier (PRI) circuits 1 2.2.3 SO Station/Trunk Port Requirements Station Equipment Copyright © 2007 TEQConsult Group 34
  • 35. Nortel Response to VoiceCon RFP 2008 • Analog devices (VoiceCon provided): 5 o 2500-type telephone instruments: 3 o Modems: 3 o Facsimile terminals: 2 • IP terminals (See Section 4) 45 o Economy desktop instrument 5 o Administrative desktop instrument 5 o Professional desktop instrument 25 o Executive desktop instrument 5 o Attendant soft consoles 0 o Audio conferencing units 5 Trunk Circuits • Local Service o GS/LS circuits 8 o T1-carrier (PRI) circuits 0 • Long Distance o T1-carrier (PRI) circuits 0 Copyright © 2007 TEQConsult Group 35
  • 36. Nortel Response to VoiceCon RFP 2008 3.0 Port Interface and Traffic Handling Requirements The proposed IPTS must support a variety of peripheral ports and switched connections. In addition to IP endpoints it is required to support traditional circuit switched analog stations and analog & digital trunk circuit interfaces. The common equipment (port interface carriers, media gateways) must be supported in a distributed topology using VoiceCon’s LAN/WAN for transmission and switching of communications and control signaling. Common equipment must be located at CHQ, RO, and SO facilities. Any and all port interface cabinets/carriers designed to support traditional analog and digital interface ports should include an integrated TDM bus backplane traffic engineered to support non-blocking switch network access for all peripheral endpoint connections. Transmission and connections between all TDM buses must also be traffic engineered to operate in non­ blocking mode. A center stage switch network, if equipped, must also be traffic engineered for non-blocking access. Media gateway equipment should be designed and configured to support a 4:1 ratio between IP peripheral endpoints (line station and trunk circuit) and media gateway channels used to connect to non-IP ports. For common equipment configuration design purposes assume the following voice communications traffic volumes: User line station (analog and IP) 12 CCS at busy hour Attendant console position 36 CCS at busy hour ACD/Supervisor call center agents 36 CCS at busy hour Voice mail port traffic 36 CCS at busy hour All trunk circuit traffic 36 CCS at busy hour The assumed system voice communications traffic mix should be 40% station to station calls, 30% incoming trunk calls, 30% outgoing trunk calls. Vendor Response Requirement: The proposed system IPTS be designed and engineered to support the above traffic assumptions. Confirm you have satisfied this requirement. Nortel Response: Comply. 3.1 Common Equipment The proposed IPTS solution must support a variety of peripheral ports and switched connections. Although it is not required to support traditional digital voice terminal equipment, the IPTS must support analog communications devices and PSTN trunk circuits. Switched connections Copyright © 2007 TEQConsult Group 36
  • 37. Nortel Response to VoiceCon RFP 2008 involving non-IP ports may be handled using a circuit switched network, media gateways/Ethernet switches, or a combination of both. Vendor Response Requirement: Briefly identify by make/model the proposed common equipment and describe each type of equipment housing used to support ports, circuit card interfaces, media gateway boards, and other required equipment. Specifically discuss in the response housing size (H x L x W), weight (standard common assembly), fan cooling units, power supply requirements, heat dissipation levels (BTUs), and number of usable port card slots per carrier/chassis. Nortel Response: The CS 1000E proposed supports all interface cards within the Media Gateway chassis. These chassis are connected and distributed across an IP network. A media gateway chassis (MG 1000E) can be comprised of two chassis: A main chassis and an expander. Each chassis is physically the same size (19” wide x 5 units high) and each weighs approximately 30 lbs. Heat dissipation levels would depend on the specific configuration of each chassis and the interface cards contained within. However see the table below for both worst case and typical values for both the main and expander chassis. Both chassis are forced-air cooled with internal fans. Both chassis are AC-powered (120/240V). Each chassis/expander combo has 8 universal card slots. Each chassis can accommodate digital and analog line cards, digital and analog trunk cards, application cards, media cards, call processing and signaling cards. Up to 50 MG 1000E chassis pairs (main and expander) can be equipped in a single CS 1000E system, providing up to 400 card slots maximum. Component Thermal Dissipation Thermal Dissipation (Typical BTUs) (Maximum BTUs) MG 1000E PRI Gateway 480.0 1023.60 Main Media Gateway 648.30 1023.60 Chassis Expander Media 494.70 1023.60 Gateway Chassis 3.1.1 Universal Card Slots VoiceCon prefers that the proposed common equipment be based on a universal card slot design for all TDM port interface circuit cards. Vendor Response Requirement: Confirm that your proposed system satisfies this requirement. Nortel Response: Comply 3.1.2 Common Equipment Redundancy Copyright © 2007 TEQConsult Group 37
  • 38. Nortel Response to VoiceCon RFP 2008 VoiceCon requires an IPTS that satisfies a very high degree of reliability and services availability. To achieve this goal IPTS common equipment should include a significant number of redundant design elements to minimize the affects of single points of failure. Vendor Response Requirement: Confirm if the proposed common equipment includes any or all of the following redundant common equipment elements, and include a brief description of the level or type of redundancy provided for each element. • Service circuits • I/O interfaces • Media gateway boards • Control signaling interfaces • TDM bus backplane • Inter-TDM bus switch network connections • Center stage switch network (if applicable) • Internal power supply Nortel Response: The CS 1000 provides the following redundant common equipment addressed above: The CS 1000 solution provides redundant and load balanced service circuits via the Media Gateway Controller (MGC) cards. The CS 1000 provides redundant I/O interfaces via IP or serial ports, for the purposes of management. Media gateway cards are equipped in a redundant load balanced configuration. The CS 1000 has redundant control signaling interfaces on call processors and signaling processors. TDM bus backplane redundancies can be provided by implementation of redundant MG 1000E gateways. However media gateways with TDM backplanes have a proven MTBF of over 37 years. Inter-TDM bus switch network connections are provided over redundant media gateway controller interfaces. Center stage switch network connections are provided over redundant media gateway controller interfaces. 3.2.1 IP Station Discovery How do IP communications devices learn about their voice VLAN, including IP Copyright © 2007 TEQConsult Group 38
  • 39. Nortel Response to VoiceCon RFP 2008 addresses, default gateways, call controller, TFTP server, QoS settings, VLANs, and other parameters. Does the proposed system solution employ proprietary protocols for IP communications devices to learn their voice VLAN or is an industry standard, such as Dynamic Host Control Protocol (DHCP) used? Nortel Response: Industry standards are employed to provide IP station discovery mechanisms. Nortel supports DHCP Options for the configuration of VLAN as well as IP addresses, gateway call server settings. Additionally, Nortel phones support VLAN configuration via the industry standard 802.1ab protocol. QoS parameters are delivered to the IP telephone during the registration process once the phone is identified to the call server. Any changes to QoS parameters after set registration are automatically pushed to the device and updated in a non­ disruptive way. 3.2.2 IP Station Power over Ethernet (PoE) VoiceCon requires that the power option to support IP telephones conform to IEEE 802.3af Power over Ethernet (PoE) standards. Vendor Response Requirement: Confirm that the proposed IPTS solution supports the IEEE 802.3af specification for in-line of IP telephone equipment. Describe current, future and retrospective compatibility of all proposed equipment. If 802.3af is not supported, identify the PoE implementation being proposed. Nortel Response: Nortel complies with the current 802.3af Power over Ethernet (PoE) standards for all IP Phone models. 3.2.3 IP Station QoS Vendor Response Requirement: Describe the proposed IPTS solution’s capabilities to provide Layer 2 and Layer 3 QoS to IP stations to ensuring end-to-end quality of service. Include in the response what industry standards are deployed. Nortel Response: Nortel supports 802.1p and 802.1q for both the signaling and bearer paths at Layer 2 as well as Differentiated Services Code Point (DSCP) for Layer 3 control of QoS. These configuration options are distributed to the IP Telephone during the registration process with the Telephone Proxy Server embedded within the solution. Any changes to the QoS settings that may take place after registration are immediately pushed to the IP Telephones during the next available idle call cycle. Copyright © 2007 TEQConsult Group 39
  • 40. Nortel Response to VoiceCon RFP 2008 3.3 Multi-Party Conference Calls The proposed system must be able to support six party add-on conference calls among IPTS stations and off-network stations. The system must also support a minimum of three (3) off-network stations per multi-party conference call when required. The HQ IPTS must support a minimum of 20 simultaneous multi-party add-on conference calls (up to six parties per conference) and the RO IPTS a minimum of 10 simultaneous multi-party add­ on conference calls (up to six parties per conference) Vendor Response Requirement: Briefly explain how multi-party add-on conference calls are handled if: 1) All parties are on-network IP stations; 2) There is a mix of on-network IP and off-network stations. The explanation should identify any and all hardware and software requirements necessary to support multi-party add-on conference call requirements. Specify if peripheral hardware equipment, e.g., conference bridge servers, is required. Nortel Response: In a multi-party on-network IP station or mix of an on-network IP and off­ network station conference, the conference connections are maintained by the CS 1000 Conference/Tone and Digit Switch resources located in the Media Gateway Controller. The initiation of the conference feature is controlled by a telephone class of service option. Add-on (ad-hoc) conferencing is possible with up to 6 or more parties. Conference size is limited only by the conference resources that are available system wide. 3.4 VoIP Overflow Traffic If available WAN circuits connecting the HQ, RO and all SB facilities are busy, call admission control levels are reached, or QoS levels are not satisfied on­ network voice traffic must be able to automatically overflow to PSTN trunk circuits. Vendor Response Requirement: Confirm that your proposed communications system supports overflow of voice traffic across VoiceCon locations if WAN links are not available or conditions are not acceptable. Also indicate if overflow traffic can revert back to the WAN if conditions permit. Nortel Response: Comply. Nortel’s Proactive Voice Quality Management (PVQM) and Adaptive Bandwidth Management (ABWM) features ensure our proposed solution supports overflow of voice traffic if WAN links are not available or conditions are not acceptable. Overflow traffic will automatically revert back to the WAN when defined network quality criteria are met. Copyright © 2007 TEQConsult Group 40
  • 41. Nortel Response to VoiceCon RFP 2008 3.5.0 Port Interface Circuit Cards For each of the following port types, provide a brief description of the proposed port interface circuit card(s) and/or media gateway equipment included with the proposed IPTS to support analog, digital, and IP ports. Include in the descriptions below the number of port interface terminations for each port circuit card, and the number of available gateway channels for each media gateway unit. 3.5.1 IP Telephones (desktop instrument and PC client softphones, including Attendant Console Position) & IP Audioconferencing Units Vendor Response Requirement: Provide a brief description how all IP telephone types are logically and physically supported by the common control call telephony server. If direct call control signaling via the Ethernet LAN/WAN is not supported identify all intermediary carrier, signaling interface and/or media gateway equipment that is required. Nortel Response: IP phones are supported directly via the Ethernet LAN/WAN off the call processors of the CS 1000E, specifically by the IP Line application which operates on the CS 1000 Signaling Server. The Signaling Server IP Line application provides a Terminal Proxy Server (TPS) which represents the virtual ports of each IP phone to the common call control logic housed in the CS 1000 call servers. The TPS then provides all downstream signaling to the IP phones. This architecture allows the CS 1000 call server to treat IP phones in the same manner as TDM phones and thus provides feature transparency and media flexibility to the user. When calls are made between two IP phones, media is direct between the phones, assuring optimal network routing, even when they span multiple systems. Only the signaling follows the path through the Signaling Server and Call Server. When calls are made between an IP phone and a TDM device, the Call Server signals the appropriate media gateway to seize a DSP channel for the IP portion of the call, to set up the TDM portion of the call, and ultimately link those two portions together. IP phones are physically supported off any standard RJ-45 Ethernet port providing adequate network services. No specific vendor’s data networking equipment is required to support Nortel IP phones. The phones can be configured manually (IP address, VLAN, call server address, application server address, etcetera) or automatically. 3.5.2 Analog telephones Vendor Response Requirement: Provide a brief description how analog telephones are logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Copyright © 2007 TEQConsult Group 41
  • 42. Nortel Response to VoiceCon RFP 2008 Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: The Call Servers provide connectivity to telephony devices using IP signaling through the media gateways (MG 1000Es). The Call Server uses a proprietary protocol to control the MG 1000Es. This proprietary protocol is similar to industry-standard Media Gateway Control Protocol (MGCP) or H.248 Gateways. The Call Servers can control up to 50 MG 1000Es, each MG supports up to 8 universal card slots which can house Analog Message Waiting Line Cards that support 16 analog ports. The Call Servers communicate with the MG 1000E media gateways and Analog Message Waiting Line Cards over the Embedded LAN (ELAN). The ELAN subnet (100BaseT, full-duplex) is used to manage signaling traffic between the Call Server, Signaling Server, and MG 1000Es. 3.5.3 Facsimile terminal Vendor Response Requirement: Provide a brief description how facsimile terminals are logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: Please see the response in question 3.5.2. Fax machines are supported by 16­ port analog line cards located in the Media Gateways. The proposed CS 1000E supports IP Peer Networking which leverages the voice-to-fax switchover protocol for T.38 Fax, by using the mode select signaling in H.323. 3.5.4. Modem Vendor Response Requirement: Provide a brief description how modem terminals are logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: Nortel can terminate modem terminals as user or maintenance equipment on analog line cards, BRI interface cards, and maintenance ports. Given the variability of IP networks and the issues created by packet loss for modems; it is recommended that modem traffic be sent directly over circuit­ switched PSTN trunks. Otherwise response to section 3.5.2 is applicable. 3.5.5 Power Failure Transfer Station (PFTS) Copyright © 2007 TEQConsult Group 42
  • 43. Nortel Response to VoiceCon RFP 2008 Vendor Response Requirement: Provide a brief description how analog telephone instrument Power Failure Transfer Stations (PFTSs) are logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: Power Fail Transfer Stations are controlled by 3rd party (Gordon Kapes Inc). These units connect eight analog trunks to eight analog stations at the main distribution frame in the event of a power failure and loss of battery backup on the Communication Server to provide direct access to the trunks by the stations. 3.5.6 GS/LS CO Trunk Vendor Response Requirement: Provide a brief description how GS/LS CO trunk circuits are logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: Ground Start / Loop Start trunk circuits are supported on software­ programmable Universal Trunk Cards. Each card can support a multitude of trunk types and has 8 physical ports. The Universal Trunk Card can be inserted into any Media Gateway universal card slot. Please see the response to question 3.5.2 for description of logical and physical connectivity for common control signaling. 3.2.7 DS1/T-1 Carrier Interface Trunk Vendor Response Requirement: Provide brief description how DS1-based T-1 carrier trunk circuits are logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: In the CS 1000E, there are now two alternatives for T1 support. The first alternative is a single slot Digital Trunk Interface Card inserted into the MG 1000E. Each card is capable of supporting one DS1 T1 circuit. Up to 4 Digital Trunk Interface Cards maybe installed per MG 1000E. The second alternative is a high-density PRI Gateway is capable of expanding up to 8 E1 or T1 spans in a small footprint. The PRI Media Gateway uses one downloadable D-channel daughterboard to serve two E1/T1 spans. Each of the E1/T1 spans in the PRI Gateway can be configured as E1 or T1. Additionally, multi-country E1/T1 ISDN protocols can be configured for each span and each Copyright © 2007 TEQConsult Group 43
  • 44. Nortel Response to VoiceCon RFP 2008 E1/T1 span can be configured with any PRI protocol variant or interface type, for example, DPNSS, Euro ISDN, NI2, and MCDN. Please see the response to question 3.5.2 for description of logical and physical connectivity for common control signaling. 3.2.8 Other Trunk Interfaces VoiceCon may need at some future time additional analog trunk interfaces, specifically Auxiliary, FX, and E&M Tie Line. Vendor Response Requirement: Provide a brief description of how additional analog trunk interface requirements can be logically and physically supported by the common control call telephony server, identifying all intermediary hardware elements necessary for control signaling transmission. Specify the number of circuit terminations per circuit board/module/media gateway. Nortel Response: Analog trunk requirements such as Central Office, FX, DID, Loop Dial Repeating, Recorded Announcement, and Paging trunks can be accommodated with the Universal Trunk Card. The universal trunk card is a single-slot card and provides 8 analog trunk terminations. The card can be located in any slot of a media gateway (MG 1000E). Analog 2-wire and 4-wire E&M trunks and 4-wire DX trunks are provisioned with an E&M trunk card, which has 4 trunk terminations. Up to 8 analog E&M trunks or FX trunks maybe installed per MG 1000E. For control signaling transmission see the response to question 3.5.2. Copyright © 2007 TEQConsult Group 44
  • 45. Nortel Response to VoiceCon RFP 2008 4.0.0. Voice Terminal Instruments The proposed communications system must be able to support a mix of analog and IP communications devices. VoiceCon will provide its own analog telephone instruments, fax terminals, and modems. 4.1 Regulation Requirements All single- and multi-line IP phones will be manufactured in accordance with Federal Communication Commission hearing aid compatibility technical standards contained in Section 68.316 and the Telecommunication Act of 1996. Vendor Response Requirement: Confirm the proposed telephone equipment satisfies these regulation requirements Nortel Response Comply. The proposed equipment is compliant with the FCC hearing and compatibility technical standards contained in Section 68.316 and the Telecommunications Act of 1996. 4.2 Desktop IP Telephone Instruments VoiceCon has a requirement for several types of desktop IP telephone instruments: • Economy • Administrative • Professional • Executive Vendor Response Requirement: In a separate PPT file attachment provide a slide illustration (graphic or photograph) of the four proposed desktop IP telephone instruments with models identified. Include in the illustration any add-on modules required to satisfy the individual model requirements. 4.2.1 Economy Desktop IP Telephone Instrument A single line Economy model will be used in common areas. It should have, at minimum, the following design attributes and features/functions: • 12-key dial pad • Hold button • G.711/G.729 voice codecs • Auto Self Discovery/DHCP • QoS Support (802.1p/Q, DiffServ) Copyright © 2007 TEQConsult Group 45
  • 46. Nortel Response to VoiceCon RFP 2008 • Echo Canceller • IEEE 802.af POE support Vendor Response Requirement: Confirm that your proposed Economy model fully satisfies each of the stated requirements and provide a brief description of the instrument (including supported communications protocols). Nortel Response Comply. For the economy model, Nortel proposes the Nortel IP Phone 1210 single-line IP Phone and is fully compliant with all Voice Con stated requirements. The Nortel IP Phone 1210 supports Nortel Communication Server protocol (i.e., UNIStim), integrates a 143 x 32 pixel display, four context­ sensitive soft-label keys and four-way navigation cluster plus Enter key, an integrated high-quality handsfree audio speaker, support for DHCP static, partial and full discovery settings (full DHCP is factory default), 802.3af PoE or local AC power and also support for 802.1ab Link Layer Discovery Protocol (LLDP) for network discovery. 4.2.2 Administrative Desktop IP Telephone Instrument The Administrative model will be used by station users who have executive management group call answering and coverage responsibilities. It should have, at minimum, the following design attributes and features/functions: • 12-key dial pad • Sixteen (16) programmable line/feature keys with soft label/status indicators • Capable of supporting an optional add-on key module (12 line/feature, minimum) with soft label/status indicators • G711, G729 and wideband (G.722 or equivalent) voice codecs • Auto Self Discovery/DHCP • Echo Canceller • QoS Support (802.1p/Q, DiffServ) • Hold key • Last Number Redial key • Release key • Message Waiting/Call Ringing indicator(s) • Full Duplex Speakerphone • Speaker/Mute key • Volume Control keys/slide • High resolution, backlit, monochrome grayscale pixel-based, graphical display screen • Four (4) associated context sensitive soft feature keys • Cursor/navigator interface for display control • LDAP access Copyright © 2007 TEQConsult Group 46
  • 47. Nortel Response to VoiceCon RFP 2008 • Stored Call Data (Last 50 numbers dialed/Last 50 incoming call numbers) • Integrated Ethernet switch with two (2) RJ-45 connector interface ports for 10/100 Mbps LAN and desktop PC connectivity • Bluetooth headset interface • IEEE 802.af POE support Vendor Response Requirement: Confirm that your proposed Administrative model satisfies each listed requirement by providing a check mark in the following table. Provide a brief description of the proposed telephone instrument, including supported communications protocols and the extent that any requirement is not fully satisfied, e.g., soft feature key substituted for fixed feature key requirement. Attributes Yes/No 12-key dial pad Yes 16 programmable line/feature keys with soft label/status Yes 1 indicators Add-on key module (12 line/feature, soft label/status Yes indicators) option G711, G729 and wideband voice codecs Partial 2 Auto Self Discovery/DHCP Yes Echo Canceller Yes QoS Support (802.1p/Q, DiffServ) Yes Hold key Yes Last Number Redial key Yes 3 Release key Yes Message Waiting/Call Ringing indicator(s) Yes Full Duplex Speakerphone Yes Speaker/Mute key Yes Volume Control keys/slide Yes High resolution, backlit, monochrome grayscale pixel Yes screen Four (4) associated context sensitive soft feature keys Yes Cursor/navigator interface for display control Yes LDAP access Yes Stored Call Data (Last 50 numbers dialed/Last 50 Partial 4 1 16 line appearances met with addition of an 18-button Expansion Module 2 G.711 and G.729 codecs fully supported. IP Phone 1120E supports a wideband speaker and microphone. G.722 codec negotiation requires IP Phone firmware update and Nortel Communication Server development for full support. 3 Last Number Redial feature is supported on the Directory Number Key. The last incoming number is stored on the Nortel Communication Server and can be dialed by user lifting the handset and depressing the DN key twice Copyright © 2007 TEQConsult Group 47
  • 48. Nortel Response to VoiceCon RFP 2008 incoming call numbers) Integrated 10/100 Mbps Ethernet switch (2 RJ-45 Yes connector ports) Bluetooth headset interface Yes 5 IEEE 802.af POE support Yes Nortel Response: Comply with explanation. For the administrative model, Nortel proposes the Nortel IP Phone 1120E. The Nortel IP Phone 1120E natively supports four self­ programmable line/feature keys. One Expansion Module for IP Phone 1100 Series (18-button) is proposed per IP Phone 1120E deployed to meet the 16-line appearance requirement for Voice Con. The Nortel IP Phone 1120E supports a high-resolution, 240 x 80 pixel, fully backlit, eight-level grayscale monochrome display with anti-glare coating. Four context-sensitive soft label keys reside directly under the display. The Nortel IP Phone 1120E integrates an IEEE 10/100/1000 switch with both LAN and PC ports to support a collocated PC and also supports USB peripherals such as standard USB mice and keyboards through its integrated USB port for enhanced application navigation. The Nortel IP Phone 1120E supports a wideband speaker and microphone. A firmware update is required along with Nortel Communication Server development to support G.722 codec negotiation from IP Phone Æ IP Gateway. Stored Call Data are supported with access via context-sensitive soft label keys on the Nortel IP Phone 1120E. Call logs are stored at the Nortel Communication Server. Nortel’s Callers List (inbound calls) stores the last 100 calls received and is compliant. Redial list (outbound calls) stores the last 20 outbound calls made and is non-compliant. For Bluetooth support, Nortel has performed audio performance testing of Plantronics Voyager 510S Bluetooth Headset within its audio labs. This headset delivers acceptable voice quality with IP Phone 1120E. The Plantronics Voyager 510S is supported on the Nortel IP Phone 1120E through use of the Plantronics Voyager 500 desktop adapter, which is connected into the integrated headset port of the Nortel IP Phone 1120E. The IP Phone 1120E supports Nortel Communication Server protocol (i.e., 4 Stored Call Data (callers list, redial list) is supported via context­ sensitive soft label keys. Callers List (inbound) is compliant with the last 100 inbound calls being stored. Redial list is non-compliant as the last 20 numbers are stored. 5 IP Phone 1120E has tested within its audio labs and supports Bluetooth Headsets such as the Plantronics Voyager 510S. Connection of the Voyager 510S is via Plantronics’ Voyager 500 desktop adapter into the headset port of the IP Phone 1120E. Copyright © 2007 TEQConsult Group 48
  • 49. Nortel Response to VoiceCon RFP 2008 UNIStim) and also supports RFC 3261 compliant Session Initiation Protocol (SIP). Note that both protocols can not be run concurrently on the IP Phone 1120E (i.e., Voice Con must elect to use phone firmware in support of Nortel Communication Server protocol or SIP but cannot run both simultaneously). Migration to and from Nortel Communication Server and SIP protocols is available. 4.2.3 Professional Desktop IP Telephone Instrument The Professional model will be used by VoiceCon managers. It should have, at minimum the following design attributes and features/functions: • 12 key dial pad • Six (6) programmable line/feature keys with soft label/status indicators • G711, G729 and wideband (G.722 or equivalent) voice codecs • Auto Self Discovery/DHCP • Echo Canceller • QoS Support (802.1p/Q, DiffServ) • Embedded Web services support, e.g., XML • Hold key • Last Number Redial key • Release key • Message Waiting/Call Ringing indicator(s) • Full Duplex Speakerphone • Speaker/Mute key • Volume Control keys/slide • High resolution, backlit, monochrome grayscale pixel-based, graphical display screen with four (4) associated context sensitive soft feature labels ((key, cursor, or navigator control) • LDAP access • Stored Call Data (Last 50 numbers dialed/Last 50 incoming call numbers) • Integrated Ethernet switch with two (2) RJ-45 connector interface ports for 10/100/1000 Mbps LAN and desktop PC connectivity. • Bluetooth or USB interface • IEEE 802.af POE support Vendor Response Requirement: Confirm that your proposed Professional model satisfies each listed requirement by providing a check mark in the following table. Provide a brief description of the proposed telephone instrument, including supported communications protocols and the extent that any requirement is not fully satisfied, e.g., soft feature key substituted for fixed feature key requirement. Attributes Yes/No 12-key dial pad Yes Copyright © 2007 TEQConsult Group 49
  • 50. Nortel Response to VoiceCon RFP 2008 6 programmable line/feature keys with soft label/status Yes indicators Partial 6 G711, G729 and wideband voice codecs Auto Self Discovery/DHCP Yes Echo Canceller Yes QoS Support (802.1p/Q, DiffServ) Yes Embedded Web services support Partial 7 Hold key Yes Last Number Redial key Yes 8 Release key Yes Message Waiting/Call Ringing indicator(s) Yes Full Duplex Speakerphone Yes Speaker/Mute key Yes Volume Control keys/slide Yes High resolution, backlit, monochrome grayscale pixel Yes display Four (4) associated context sensitive soft feature keys Yes Cursor/navigator interface for display control Yes LDAP access Yes Stored Call Data (Last 50 numbers dialed/Last 50 Partial 9 incoming call numbers) Integrated 10/100/1000 Mbps Ethernet switch (2 RJ-45 Yes connector ports) Bluetooth or USB interface Yes 10 IEEE 802.af POE support Yes Nortel Response: Comply with explanation. For the professional model, Nortel proposes the Nortel IP Phone 1140E. The Nortel IP Phone 1140E natively supports six self­ programmable line/feature keys to meet the Voice Con requirement. The Nortel IP Phone 1140E supports a high-resolution, 240 x 160 pixel, fully 6 G.711 and G.729 codecs fully supported. Nortel IP Phone 1140E supports wideband speaker and microphone. Requires firmware update and Nortel Communication Server development to support G.722 codec negotiation between IP Phone Æ IP Gateway. 7 Support of XML services delivered via Graphical External Application Server (GXAS) such as the Nortel Application Gateway 2000. 8 Last Number Redial feature is addressed by the User lifting the handset and depressing the DN key twice. 9 Stored Call Data (Callers List, Redial List) is accessible via context­ sensitive soft label keys with the Nortel IP Phone 1140E. Callers List (inbound) is compliant with the lat 100 inbound calls stored. Redial List (outbound) is non-compliant with the last 20 outbound calls stored. 10 Nortel IP Phone 1140E supports integrated Bluetooth and offers an integrated USB port. Copyright © 2007 TEQConsult Group 50
  • 51. Nortel Response to VoiceCon RFP 2008 backlit, eight-level grayscale monochrome display with anti-glare coating. Four context-sensitive soft label keys reside directly under the display. The Nortel IP Phone 1140E integrates an IEEE 10/100/1000 switch with both LAN and PC ports, supports an integrated Bluetooth 1.2 audio gateway for direct connection of standard Bluetooth headsets and also supports USB peripherals such as standard USB mice and keyboards through its integrated USB port for enhanced application navigation. The Nortel IP Phone 1140E supports a wideband speaker and microphone. A firmware update is required along with Nortel Communication Server development to support G.722 codec negotiation from IP Phone Æ IP Gateway. Stored Call Data are supported via context-sensitive soft label keys on the Nortel IP Phone 1140E. Call logs are stored on the Nortel Communication Server. Callers List (inbound calls) is compliant with the last 100 inbound calls stored. Redial List (outbound calls) is non-compliant with the last 20 outbound calls stored. The Nortel IP Phone 1140E leverages Virtual Network Computing (VNC) technology and Remote Frame Buffer protocol, along with its graphical grayscale pixel-based display, to support Graphical External Application Servers (GXAS) such as the Nortel Application Gateway 2000 in support of web browsing (XML) services on the phone display. The Nortel IP Phone 1140E supports Nortel Communication Server protocol (i.e., UNIStim) and also supports RFC 3261 compliant Session Initiation Protocol (SIP). Note that both protocols can not be run concurrently on the Nortel IP Phone 1140E (i.e., Voice Con must elect to use phone firmware in support of Nortel Communication Server protocol or SIP but cannot run both simultaneously). Migration to/from Nortel Communication Server protocol and SIP is available. 4.2.4 Executive Desktop IP Telephone Instrument The Professional model will be used by VoiceCon’s executive management team. It should have, at minimum the following design attributes and features/functions: • 12 key dial pad • Ten (10) programmable line/feature keys with soft label/ status indicators • G711, G729 and wideband (G.722 or equivalent) voice codecs • Auto Self Discovery/DHCP • Echo Canceller • QoS Support (802.1p/Q, DiffServ) • Embedded Web services support, e.g., XML • Hold key • Last Number Redial key Copyright © 2007 TEQConsult Group 51
  • 52. Nortel Response to VoiceCon RFP 2008 • Release key • Message Waiting/Call Ringing indicator(s) • Full Duplex Speakerphone • Speaker/Mute key • Volume Control keys/slide • High resolution, backlit, color pixel-based, graphical display screen with four (4) associated context sensitive soft feature labels (key, cursor, or navigator control) • LDAP access • Stored Call Data (Last 10 numbers dialed/Last 10 incoming call numbers) • Integrated Ethernet switch and two (2) RJ-45 connector interface ports; 10/100 Mbps connectivity • Bluetooth or USB interface • IEEE 802.af POE support Vendor Response Requirement: Confirm that your proposed Professional model satisfies each listed requirement by providing a check mark in the following table. Provide a brief description of the proposed telephone instrument, including supported communications protocols and the extent that any requirement is not fully satisfied, e.g., soft feature key substituted for fixed feature key requirement. Attributes Yes/No 12-key dial pad Yes 10 programmable line/feature keys with soft label/status Yes 11 indicators Partial 12 G711, G729 and wideband voice codecs Auto Self Discovery/DHCP Yes Echo Canceller Yes QoS Support (802.1p/Q, DiffServ) Yes Embedded Web services support Yes 13 Hold key Yes Last Number Redial key Yes 14 Release key Yes Message Waiting/Call Ringing indicator(s) Yes 11 The Nortel IP Phone 2007 supports six programmable line/feature keys and with Communication Server 1000, the shift function supports a second page of six appearances for a total of 12. 12 The Nortel IP Phone 2007 supports G.711 and G.729 codecs only. 13 The Nortel IP Phone 2007 leverages its graphical, grayscale display to support Graphical External Application Servers (GXAS) such as the Nortel Application Gateway 2000 to provide web browsing (XML) services. 14 Last Number Redial is supported by the user lifting the handset and depressing the DN key twice to redial the last number. Copyright © 2007 TEQConsult Group 52
  • 53. Nortel Response to VoiceCon RFP 2008 Full Duplex Speakerphone Yes Speaker/Mute key Yes Volume Control keys/slide Yes High resolution, backlit, color pixel display Yes Four (4) associated context sensitive soft feature keys Yes Cursor/navigator interface for display control Yes LDAP access Yes Stored Call Data (Last 50 numbers dialed/Last 50 incoming Yes 15 call numbers) Integrated 10/100/1000 Mbps Ethernet switch (2 RJ-45 Partial 16 connector ports) Bluetooth or USB interface Yes 1718 IEEE 802.af POE support Yes Nortel Response Comply with explanation. For the Executive Desktop IP Phone, Nortel proposes the Nortel IP Phone 2007. The Nortel IP Phone 2007 incorporates a 320 x 240 pixel, fully backlit, high-resolution, color touchscreen display. The Nortel IP Phone 2007 supports Nortel Communication Server protocol (i.e., UNIStim). The Nortel IP Phone 2007 supports up to twelve self-programmable line/feature keys when deployed off of Nortel Communication Servers which support the Shift function to meet the Voice Con requirement. The Nortel IP Phone 2007 fully supports G.711 and G.729 codecs. It does not support a wideband at this time. The Nortel IP Phone 2007 supports Virtual Network Computing (VNC) and Remote Frame Buffer protocol which enables support of Graphical External Application Servers (GXAS) such as the Nortel Application Gateway 2000 for web browsing (XML/HTML) services. Stored Call Data (Redial List, Callers List) is supported on the Nortel IP Phone 2007 via context-sensitive softkeys. Callers List (inbound) stores the last 100 incoming calls. Redial List (outbound) stores the last 20 outbound calls. Both are compliant for Voice Con’s executive model IP Phone. 15 Stored Call Data (Redial List, Callers List) are accessed via context­ sensitive softkey with the Nortel IP Phone 2007. Callers List (inbound) stores the last 100 inbound calls and Redial List (outbound) stores the last 20 outbound calls made. Both maximums are compliant for Voice Con’s Executive Model IP Phone. 16 The Nortel IP Phone supports an integrated 10/100 Mbps Ethernet Switch 17 The Nortel IP Phone 2007 has been tested in Nortel audio labs with the Plantronics Voyager 510S Bluetooth Headset. Connection to the IP Phone 2007 is via Plantronics Voyager 500 Desktop Adapter into the integrated headset port of the Nortel IP Phone 2007. 18 The Nortel IP Phone 2007 supports an integrated USB port. Copyright © 2007 TEQConsult Group 53
  • 54. Nortel Response to VoiceCon RFP 2008 The Nortel IP Phone 2007 offers an integrated IEEE 10/100 Ethernet switch. It does not support Gigabit Ethernet. The Nortel IP Phone 2007 has tested the Plantronics Voyager 510S Bluetooth Headset in its audio laboratories which provides acceptable audio performance. Support with the IP Phone 2007 is through use of the Plantronics Voyager 500 Desktop Adapter. This adapter directly connects into the Nortel IP Phone 2007’s integrated headset port to provide Bluetooth Headset services. The IP Phone 2007 integrates a USB port for support of standard USB mice and keyboard peripherals to enhance user navigation experience. 4.2.5 ACD/Supervisor IP Telephone Instrument The ACD Agent//Supervisor model will be used by VoiceCon contact center personnel. It should have, at minimum the following design attributes and features/functions: • 12 key dial pad • Six (6) programmable line/feature keys with soft label/status indicators • G711, G729 and wideband (G.722 or equivalent) voice codecs • Auto Self Discovery/DHCP • Echo Canceller • QoS Support (802.1p/Q, DiffServ) • Embedded Web services support, e.g., XML • Hold key • Last Number Redial key • Release key • Work Code key • Supervisor Alert key • Message Waiting/Call Ringing indicator(s) • Full Duplex Speakerphone • Speaker/Mute key • Volume Control keys/slide • High resolution, backlit, monochrome grayscale pixel-based, graphical display screen with four (4) associated context sensitive soft feature labels ((key, cursor, or navigator control) • LDAP access • Stored Call Data (Last 50 numbers dialed/Last 50 incoming call numbers) • Integrated Ethernet switch with two (2) RJ-45 connector interface ports for 10/100/1000 Mbps LAN and desktop PC connectivity. • Bluetooth or USB interface • Recording interface • IEEE 802.af POE support Copyright © 2007 TEQConsult Group 54
  • 55. Nortel Response to VoiceCon RFP 2008 The ACD model should also allow agents to have access and be able to view, at minimum, the following types of information in the instrument display field: • Current ACD system and group call volumes; • Group agent status; • Number of calls in queue; • Longest time for call waiting in queue; • Incoming call ANI/CLID; • Variety of personal call statistics. Vendor Response Requirement: Confirm that your proposed ACD model satisfies each listed requirement by providing a check mark in the following table. Provide a brief description of the proposed telephone instrument, including supported communications protocols and the extent any requirement that is not fully satisfied, e.g., soft feature key substituted for fixed feature key requirement. Attributes Yes/No 12-key dial pad Yes 6 programmable line/feature keys with soft label/status Yes indicators G711, G729 and wideband voice codecs Partial 19 Auto Self Discovery/DHCP Yes Echo Canceller Yes QoS Support (802.1p/Q, DiffServ) Yes Embedded Web services support Yes 20 Hold key Yes Last Number Redial key Yes 21 Release key Yes Work Code key Yes 22 Supervisor Alert key Yes 23 Message Waiting/Call Ringing indicator(s) Yes Full Duplex Speakerphone Yes 19 The Nortel IP Phone 1140E fully supports G.711 and G.729 codecs. G.722 codec support for headsets is not supported. 20 IP Phone 1140E web services are supported through presentation from Graphical External Application Servers (GXAS) such as the Nortel Application Gateway 2000 21 Last Number Redial feature supported by the user lifting the handset and depressing the DN key twice to redial the last number 22 The Nortel IP Phone 1140E can support a Work Code key by programming one of the twelve line/feature keys with the IP Phone 1140E 23 The Nortel IP Phone 1140E can support a Supervisor Alert key by programming one of the twelve line/feature keys with the IP Phone 1140E Copyright © 2007 TEQConsult Group 55
  • 56. Nortel Response to VoiceCon RFP 2008 Speaker/Mute key Yes Volume Control keys/slide Yes High resolution, backlit, monochrome grayscale pixel Yes display Four (4) associated context sensitive soft feature keys Yes Cursor/navigator interface for display control Yes LDAP access Yes Stored Call Data (Last 50 numbers dialed/Last 50 incoming Partial 24 call numbers) Integrated 10/100/1000 Mbps Ethernet switch (2 RJ-45 Yes connector ports) Bluetooth or USB interface Yes 25 Recording interface Partial 26 802.11af POE Yes Display Screen Data/Stats Yes/No Current ACD system and group call volumes Yes Group agent status Yes Number of calls in queue Yes Longest time for call waiting in queue Yes Incoming call ANI/CLID Yes Variety of personal call statistics Yes Nortel Response Comply with explanation. Based on Voice Con requirements, Nortel also proposes the Nortel IP Phone 1140E deskset for the ACD/Supervisor deskset model. The Nortel IP Phone 1140E comes standard with a high-resolution fully-backlit, monochrome grayscale 240 x 160 pixel display with anti-glare coating. Four context-sensitive soft label keys reside directly under the display to meet the Voice Con requirement. While the IP Phone 1140 can support SIP, note that the Nortel IP Phone 1140E ACD features operate on Nortel Communication Server protocol. The Nortel IP Phone 1140E supports six self-programmable line/feature keys (up to twelve with use of the Shift function from Nortel Communication Server 1000) 24 Stored Call Data (Redial List, Callers List) is supported via context­ sensitive softkeys of the Nortel IP Phone 1150E. Callers List (inbound calls) store the last 100 incoming calls and is compliant. Redial List (outbound) stores the last 20 outbound calls made and is non­ compliant. 25 The Nortel IP Phone 1150E supports both an integrated 1.2 Bluetooth Audio Gateway and a standard USB port 26 A programmable line/feature key can be configured to provide access to Nortel’s Contact Recording and Quality Monitoring application suite providing centralized dual-stream media recording. There is no local IP call recording interface for IP Phone 1140E. Copyright © 2007 TEQConsult Group 56
  • 57. Nortel Response to VoiceCon RFP 2008 meeting the Voice Con requirement. The Nortel IP Phone 1140E fully supports G.711 and G.729 codecs and integrates a high-quality audio two-way speaker. The Nortel IP Phone 1140E supports a wideband speaker and microphone. A firmware update is required along with Nortel Communication Server development to support G.722 codec negotiation from IP Phone Æ IP Gateway The Nortel IP Phone 1140E leverages Virtual Network Computing (VNC) technology and Remote Frame Buffer protocol and leverages its graphical, grayscale pixel-based display to support Graphical External Application Servers (GXAS), such as the Nortel Application Gateway 2000, in support of web browsing (XML) services. The IP Phone 1140E and one of its 12 programmable line/feature keys can be used to support the “Work Code” key requirement (Nortel refers to this as an Activities Key). Contacting supervisors can also be addressed by the programming of a line/feature key for direct supervisor access. The Nortel IP Phone 1140E supports Nortel Contact Recording and Quality Monitoring for centralized dual-media stream call recording. With Call Recording Desktop, agents have an icon on their desktop which can be used to initiate (and stop) call recording as they choose. The IP Phone 1140E does not support a local call recording interface at this time. Alternatives for supporting local call recording for Voice Con agents include deployment of the professional-level IP Softphone (IP Softphone 2050). The IP Softphone 2050 supports local call recording through deployment of Algo Solutions’ CCR Software for IP Softphone 2050 (Algo is a Nortel Select Product Program partner). Release 2.0 or later of the Softphone is required. The Softphone also supports centralized recording service. Should deskset presence be mandatory for the agents, Nortel also offers the Meridian Digital M3905 Contact Center Telephone, which supports Algo Solutions’ 4102 Digital Auxbox Call Recorder for local support. The Nortel IP Phone 1140E comes standard with an IEEE Gigabit Ethernet Switch with LAN and PC ports to support traffic from a collocated PC. An integrated Bluetooth 1.2 Audio Gateway is standard (Power Class 2) and supports standard Bluetooth Headset profiles. Stored Call Data (Redial List, Callers List) is supported on the Nortel IP Phone 1140E via context-sensitive softkeys. Callers List (inbound calls) stores the last 100 incoming calls received and is fully compliant. Redial List (outbound calls) stores the last 20 outbound calls and is non-compliant. The Nortel IP Phone 1140E also supports an integrated USB port for support of standard USB mice and keyboard peripherals to enhance user navigation experience. 4.2.6 Desktop IP Telephone Instrument Web Services Functionality Copyright © 2007 TEQConsult Group 57
  • 58. Nortel Response to VoiceCon RFP 2008 Vendor Response Requirement: Provide a brief description of embedded Web-browser functionality for the proposed Professional and Executive IP desktop telephone instrument models. Include the following information in your response: • Browser protocols (XML, HTML, WAP, et al.) • Station user interaction (touchscreen and/or keypad control cursor control); • Screen saver • Standard applications, such as visual mailbox, personal directory/calendar, web page display, visual and/or audio alerts Nortel Response: The Nortel Application Gateway 2000 extends web-browsing services to the Nortel IP Phone 1140E (Professional) and the Nortel IP Phone 2007 (Executive) desktop IP Phones. The Nortel Application Gateway 2000 supports formats commonly used for websites and microbrowsers including: • HTML versions 4.0, 3.2 and 2.0 • cHTML versions 4.0, 3.2 and 2.0 • HDML version 3.0 • i-mode version 1.1 (preliminary testing completed) • XHMTL versions 1.1 and 1.0 • XML version 1.0 • WML version 1.1 • XSL version 1.0 • GIP, JPEG, EMP and WBMP image formats • Formats required to support IP Phones Both the Nortel IP Phone 1140E and IP Phone 2007 support station user interaction by dialpad entry along with navigation cursor (i.e., left, right, up, down arrow). In addition, the Nortel IP Phone 2007 supports touchscreen user interaction. Screen savers can be flexibly applied with images presented to either IP Phone from the Nortel Application Gateway 2000. Both the IP Phone 1140E and IP Phone 2007 support screen saver timer options within their phone firmware (user or administrator selectable). The screen saver is enabled and presented on the IP Phone after a selected period of inactivity (i.e., making a phone call, browsing or interacting with an application). Screen saver timer options include 5, 10, 15, 20-minute, 1-hour, 2-hour and Sleep-never inactivity periods. The Nortel Application Gateway 2000 supports the most comprehensive suite of pre-packaged applications and Copyright © 2007 TEQConsult Group 58
  • 59. Nortel Response to VoiceCon RFP 2008 customizable solutions in the industry and web applications can be deployed without expensive tools. The Nortel Voice Office Suite includes the following applications as standard: • Visual Voicemail – displays the envelope information of voice messages such that users can select the most important to review • Express Directory – enables lookup of corporate wide LDAP-based directories in 75% faster time versus using a traditional phone switch directory. Employs Text-on-Nine (T9) algorithms to simplify and speed entry. • Broadcast Alerts – delivers priority messages in the form of audio, text and graphical alerts to the screens and speakers of both the IP Phone 1140E and IP Phone 2007. • Zone Paging – enables system wide announcements or pages to individuals avoiding expense of installing dedicated overhead paging systems. Additionally, the Application Gateway supports a suite of Guest Services applications for the hospitality sector to differentiate businesses by providing phone services/features, generate revenue from advertising on the phone screen, and reduce the cost of operations by enabling guests to self serve. 4.2.7 Desktop Instrument Options and Add-on Modules Vendor Response Requirement: Provide a brief description of all hardware/software options and/or add-on modules currently available with the proposed Economy, Administrative, Professional, and Executive models. Options/modules may include key modules, display modules, Bluetooth interface, USB interface, Gigabit Ethernet connectors, et al. necessary to satisfy the above telephone model requirements. Indicate the specific models that support the individual option/module. Nortel Response The Nortel IP Phone 1120E (Administrative), IP Phone 1140E (Professional and ACD) and the IP Phone 2007 (Executive) offer an integrated USB port for enhanced navigation using standard USB mice and keyboard peripherals. The Nortel IP Phone 1120E and IP Phone 1140E also offer integrated Gigabit Ethernet LAN and PC ports to support a collocated PC with traffic switched through the IP Phone. In addition, the Nortel IP Phone 1140E also comes standard with an integrated Bluetooth 1.2 Audio Gateway for support of standard Bluetooth headset profiles (Power Class 2). Bluetooth support on the Nortel IP Phone 1120E and IP Phone 2007 is offered via Plantronics’ Voyager 500 Desktop Adapter and their Voyager 510S Bluetooth Headset. The Voyager 500 Desktop Adapter plugs into the integrated headset port of both IP Phones. Copyright © 2007 TEQConsult Group 59
  • 60. Nortel Response to VoiceCon RFP 2008 The Nortel IP Phone 1120E and IP Phone 1140E support an 18-button Expansion Module for added scalability of self-programmable line/feature keys. Up to three modules per IP Phone can be powered and supported by the set and are powered via 802.3af PoE. The display can be backlit should Voice Con choose to do so. A local power supply (common to the IP Phone) is required to support Expansion Module backlighting. The Nortel IP Phone 1120E (Administrative) set requires the Expansion Module to meet Voice Con requirements. As an economy model, the Nortel IP Phone 1210 does not support any of the above options or supports an expansion module. 4.2.8 SIP Compatibility It is not required that the proposed desktop IP telephone instruments be programmed to support SIP standards and specifications, e.g., RFC3261, at time of installation and system cutover. It is desirable, however, that each of the four proposed instrument models be capable of SIP support at later time. Vendor Response Requirement Complete the following table to indicate which of the proposed telephone models are native SIP or can be programmed for SIP support when requested by VoiceCon . Model Default VoIP Protocol SIP-capable thru (SIP, H.323, firmware download Proprietary, Other) Economy Proprietary No Administrative Proprietary, SIP Yes Professional Proprietary, SIP Yes Executive Proprietary No ACD Proprietary, SIP Yes 4.2.9 Encryption VoiceCon requires that its Administrative, Professional, Executive, and ACD model telephone instruments support voice media and control signaling encryption using Advanced Encryption Standard (AES) or a comparable security standard Vendor Response Requirement Confirm that this requirement is satisfied for each of the five designated telephone instrument models for both bearer and control transmission signals. Also indicate the type of encryption method deployed. Nortel Response: Comply. Nortel IP Phone firmware supports Advanced Encryption Standard 128- Copyright © 2007 TEQConsult Group 60
  • 61. Nortel Response to VoiceCon RFP 2008 bit encryption for the IP Phone 1120E (Administrative), IP Phone 1140E (Professional and ACD models) and IP Phone 2007 (Executive model) to meet the Voice Con requirement. 4.3 Teleworker Options VoiceCon may require a fixed desktop and/or a mobile soft client teleworker option at some future date. 4.3.1 Desktop Teleworker VoiceCon may require a desktop teleworker option at some future date. An IP desktop telephone instrument should be comparable in function, capabilities, and attributes to the Professional model IP desktop telephone instrument as described in Section 4.2.3. If required the teleworker instrument should be able to connect to the host communications system via a VPN connection. Vendor Response Requirement Confirm that your proposed communications system can support a teleworker IP desktop telephone instrument that is comparable to the standard level IP telephone instrument model as described above. Provide a brief description of the proposed model, including: • How the instrument physically and logically connects to the host communications system; • If a standard Internet connection is supported; • If a VPN connection requires an external gateway; • Operational procedures required to log-in and log-out to the host communications system; • Local power requirements; • E911 support and calling procedures to the teleworker’s local PSAP. Nortel Response: Comply. For the Voice Con desktop teleworker, Nortel proposes the IP Phone 1140E professional-level deskset combined with a Nortel VPN Router 221 to support secure a VPN connection back to the corporate network over Voice Con’s chosen broadband provider (DSL or Cable). The Nortel VPN Router supports VPN connectivity, firewall and NAT to secure all voice communications between the teleworker’s local area network and the internet. The Nortel VPN 221 Router comes standard with a four-port integrated 10/100 switch to address LAN device connectivity and one 10/100 WAN port. The Nortel IP Phone 1140E connects via its standard CAT5e cable into one of the Nortel VPN Router 221 autosensing 10/100 LAN ports. The teleworker’s cable/DSL modem (broadband service recommended for audio quality of service) is connected into the 10/100 WAN port of the Nortel VPN 221 Router. Internet access is supported via Ethernet, PPPoE and PPTP. Copyright © 2007 TEQConsult Group 61
  • 62. Nortel Response to VoiceCon RFP 2008 The Nortel VPN 221 Router supports a simple web GUI for configuring Internet access. This is also used for establishing a VPN connection to the host network and for logging off. Voice Con administrators would provide the log-in credentials (i.e., user ID and password). Logoff would be via the same interface. The Nortel VPN 221 Router also supports an “Always On” connection should Voice Con desire this for their teleworkers. Teleworkers connected to the Nortel Communication Server 1000 via IP are placed into appropriate Emergency Response Locations (ERL’s) to provide proper E9-1-1 call handling. Each ERL can provide unique and specific E9-1-1 call routing and Caller ID manipulation. If the teleworker resides in the same E9-1-1 Selective Router service area as the Voice Con CHQ, as defined by the local carrier, then 9-1-1 calls from the teleworker would be sent over the main office PRI circuits with a modified Caller ID/Automatic Number Identification tag that allows termination at the PSAP. If the teleworker resides in an area that is foreign to the E9-1-1 Selective Router servicing the CHQ, the call can be routed to a VoIP Positioning Center (VPC) for nationwide E9-1-1 service to the appropriate PSAP. Voice Con administrators would determine, based on their corporate dialing plan (ex: 4 or 5-digit), the calling procedures teleworkers would use to place a 9-1-1 call given they are part of the Nortel Communication Server 1000 network. 4.3.2 Mobile Teleworker VoiceCon may require a mobile teleworker option at some future date. At minimum the PC soft phone client should have comparable telephony services capabilities to the Professional model IP telephone instrument model described in Section 4.2.3, including the capability to function and operate as a SIP client with Microsoft Outlook compatibility. Mandatory requirements include: multiple contact directories; LDAP/Active Directory access, detailed call logs (minimum 100 incoming and outgoing calls, respectively); click to dial function; virtual fixed feature and speed dial keys. Vendor Response Requirement Confirm that the proposed softphone solution satisfies the stated requirements and provide a brief product description that includes an illustration/photograph (PPT format, only) that depicts the look and feel of an active call screen display. Nortel Response: Comply with explanation. For the Voice Con Mobile Teleworker requirement, Nortel proposes the Nortel IP Softphone 2050 Release 3.0 application. The Nortel IP Softphone 2050 application supports both personal and corporate directories, permits importing of contacts into its personal directory from LDAP/Active Directory, supports Redial List and Caller’s List (i.e., last 100 incoming calls stored and the last 20 outbound calls stored) with support from Nortel Copyright © 2007 TEQConsult Group 62
  • 63. Nortel Response to VoiceCon RFP 2008 Communication Servers, supports Microsoft TAPI for click-to-call functionality from applications such as Outlook and supports twelve programmable line/feature keys which can be configured for speed dial access. As programmable line/feature key labels are stored at the Nortel Communication Server, their appearances can be shared between the IP Softphone 2050 and the professional-level set (IP Phone 1140E). In tandem with simultaneous ringing enabled, this provides Voice Con Mobile Teleworkers with same access to functionality from the deskset and the Softphone, meeting the Virtual Fixed feature requirement. The Nortel IP Softphone 2050 Release 3.0 application supports Nortel Communication Server protocol only. It does not support SIP protocol. 4.4 Soft Attendant Console Attendant operator console requirements are to be satisfied using a PC client softphone application. The attendant console application should include several distinct display fields, such as: incoming call queue and active caller information; release loop keys; feature/function keys; direct station selection (contact directory)/ busy lamp field; trunk groups; minor/major alarms; and messaging. GUI capabilities must support drag & click operations. At minimum the following information and data must be available in the softphone screen display: • Number of calls in queue; • Call appearance status; • Calling/called party number/name; • Trunk ID; • COS/COR; • Number of calls waiting; • Call coverage status; • Time/date; • Call duration; • Text messages; • System alarm notification Vendor Response Requirement Confirm the proposed attendant position softphone solution satisfies the stated requirements, and provide a brief description of the proposed softphone solution when programmed for attendant console operation. Include in the description technical PC requirements necessary to operate the soft client package. Also provide as an attachment a representative illustration or photograph (PPT format, only) that conveys the look and feel of an active call console display screen. Complete the following table for attendant soft console display requirements: Copyright © 2007 TEQConsult Group 63
  • 64. Nortel Response to VoiceCon RFP 2008 Display Characteristic Yes/No Number of calls in queue Yes Call appearance status Yes Calling/called party number/name Yes Trunk ID Yes COS/COR Yes Number of calls waiting Yes Call coverage status Yes Time/date Yes Call duration Yes Text messages Yes System alarm notification Yes Nortel Response: Comply. Nortel proposes the T-Metrics PhoneGroups PCCIU Operator Attendant Console (see Appendix B for photograph). The T-Metrics PhoneGroups PCCIU Operator Attendant Console is a Nortel Compatible PC-based console which delivers a strong keyboard orientation for quick call handling and automation of common functions such as answering, transferring and dialing. T- Metrics is a Nortel Select Product Program Partner. Note: It is assumed that only one centralized corporate directory is required as multiple databases were not specified in the RFP. Full coverage of Busy Lamp Field for IP Desktop, Softphone, Conference Phone and Analog positions including PFTU units is assumed, although also not specified within the RFP. The console supports the following features: • Incoming call queue (number of calls in queue) • Number of calls waiting • Status of call appearance • Active caller information (calling/called party number/name) • Trunk ID and Trunk Groups • COS/COR • Release loop keys • Feature/function keys • Supports Direct Station Selection (contact directory)/ Busy Lamp Field, • Minor/major alarms with notification capabilities • Text messaging. • Supports drag and click operations • Automatic updating of database(s) across all operator PC consoles • Call recording for quality control • Reports package including 60 standard reports • Pre-recorded Attendant Greetings which play to callers when Attendants select to answer a call. Customizable greetings by attendant with each having multiple greetings - automatically played as the system discerns the call type (e.g. call to the main number, Dial 0, etc.) Copyright © 2007 TEQConsult Group 64
  • 65. Nortel Response to VoiceCon RFP 2008 • Integrated Information Directory for organizing text and image files, intranet and internet websites that attendants use to respond to customer requests (i.e., directions, maps, etc.). Attendants can email callers directly from the Information Directory. • Optional Supervisory Software package to show real-time statistics, audible monitoring of phone calls, and visual monitoring of Attendant desktop. • Training wizard for quick and easy self-paced training of operators The T-Metrics PhoneGroups Operator Attendant Console comes standard with the T-Metrics Hasp® Key, sound device cable, PhoneGroups PC software, Call Recording Archiving and LAN Manager Software, a fully-featured Console Reports Package and customer database integration. The T-Metrics PhoneGroups Operator Attendant Console leverages the Nortel Personal Computer Console Interface Unit (PCCIU). Five are required to support all five attendant positions and are included within this proposal. This proposal presumes PC’s are Voice Con supplied. Minimum requirements for the PC’s are as follows: • 2.0 GHz processor • Windows XP operating system • 50 MB of available hard-disk space (plus 5 MB for every 10,000 database records) • 512 MB of RAM • Two USB ports • External Serial port—NOTE THAT THIS MIGHT BE A SPECIAL ORDER ITEM • CD ROM drive or access to one on a network • Display settings higher than 256 colors • Windows-compatible mouse • Full size 101 or 104 keyboard with number pad; portable PCs will require an add-on keyboard Busy Lamp Field support is delivered via T-Metrics IP BLF Server Software. IP BLF servers enable attendants to monitor on-hook/off-hook status not only for IP but also for digital and analog telephones throughout the Voice Con network. A customer supplied PC is required for each BLF server specified. T-Metrics supplies the IP BLF server software and BLF licenses which are included in the Nortel proposal. Two BLF servers (dedicated PC’s) would be required for Voice Con to support its 1500. Minimum PC hardware requirements for the BLF servers are as follows: • Voice Con must provide a dedicated PC for every 800 BLFs (two proposed to address both IP and Analog 500/2500 desktops) • 3.0 GHz processor or better • Windows XP or 2003 operating system • 1 GB of RAM or better • One USB port for BLF Server HASP® key • 100 MB of available hard-disk space • Network access Copyright © 2007 TEQConsult Group 65
  • 66. Nortel Response to VoiceCon RFP 2008 • CD ROM drive or access to one on a network Windows-compatible mouse and full size 101 or 104 keyboard with number pad If purchasing a new PC for the IP BLF Server application, a 2.8GHz Dual Core Processor (or better) is recommended for maximum performance. 4.5 IP Audio Conferencing Unit VoiceCon requires a limited number of desktop audio conferencing units with multidirectional, full duplex speakerphone operation. The unit must be native IP. Vendor Response Requirement Provide a brief description of the proposed IP audio conferencing unit and include as an attachment an illustration or photograph (PPT format, only) of the unit. Nortel Response: Comply. For the IP Audio Conferencing unit, Nortel proposes the Nortel IP Audio Conference Phone 2033. The Nortel IP Audio Conference Phone 2033 is a full­ duplex speakerphone which offers 360 degree room coverage for rooms up to 20’ x 30’, a 248 x 64 pixel monochrome backlit display and Nortel telephony feature support. 4.6 Mobile Extension VoiceCon requires that the proposed IPTS support mobile extensions for a number of its station users. 4.6.1 Basic Mobile Cellular Extension Option VoiceCon requires that the proposed communications system solution support a mobile cellular extension option. • The option should be capable of working with almost any cellular carrier network and supported mobile handsets/PDAs; • The mobile handset/PDA must be able to receive incoming calls directed to the station user’s primary system directory number, and calling party information should be displayed at the mobile handset; • Calls placed from the mobile handset/PDA to other communications system subscribers must appear to look like calls from the station user’s primary desktop voice terminal, including calling party name/ID display; • IPTS system subscribers must be able to program incoming calls to ring simultaneously or sequentially at the desktop instrument and mobile handset/PDA as required; Copyright © 2007 TEQConsult Group 66
  • 67. Nortel Response to VoiceCon RFP 2008 • Basic IPTS telephony features that should be supported in mobile extension mode, including Hold, Transfer, Conference, and Forward to IPTS voice mail system on no-answer; • Call detail records must be collected and stored for all mobile extension calls. At time of system installation VoiceCon requires 100 mobile cellular extension user licenses. Include this requirement in your pricing proposal. Vendor Response Requirement Confirm that your proposed communications system solution supports mobile cellular extension capabilities as listed above, and is included in the system configuration and pricing proposals. Include a brief description of any hardware/software requirements, including peripheral application servers, necessary to support the option and a provide a list of standard feature/function capabilities. Nortel Response: Comply. Nortel proposes the Nortel Mobile Extension to Generic Cell phone capability to support mobile cellular extension requirements as listed above. The Mobile Extension to Generic Cell phone capability is a native feature of the Communication Server 1000 Release 5.5 and is licensable on a per extension basis. It allows any generic mobile device connected to the Communication Server 1000 to access features and appear like any office extension The key feature/function capabilities for the Mobile Extension to Generic Cell include: • Delivers core Fixed Mobile Convergence capabilities such as single number reach and single voice mail • Extends basic PBX features to the mobile device such as direct PBX extension dial and conferencing service • Supports any generic cellular phone • Uses DTMF feature/*code to access the mobile extension feature • Offers call handoff to easily transfer calls between mobile device and desk phone • Provides call management features such as transfer, hold, forward, etc. • Supports simultaneous or sequential ringing of mobile device • Supports Microsoft’s Office Communicator Client The Mobile Extension to Cellular phone capability does not need to be loaded on the mobile device. However, the mobile device is required to be configured by a Nortel Communication Server 1000 Release 5.5 Universal Extension User License. 4.6.2 Advanced Mobile Client - To optimize the advantages of deploying a mobile cellular extension option Copyright © 2007 TEQConsult Group 67
  • 68. Nortel Response to VoiceCon RFP 2008 VoiceCon also requires that the proposed communications system solution support an advance mobile client option. The mobile client should include a user friendly GUI to facilitate and enhance mobile handset telephony service features and functions. At minimum the mobile client GUI should display: multi-line appearances; fixed and programmable feature keys; contact directories; call logs; incoming call information; active call information. At time of system installation VoiceCon requires 50 advanced mobile client user licenses. Include this requirement in your pricing proposal. Vendor Response Requirement Confirm that your proposed communications system solution supports an advanced mobile client option, and that is included in the system configuration and pricing proposals. List the make/model of all cellular handsets and PDAs that can work with the proposed advanced mobile client. Include a brief description the software client and provide as an attachment one or two graphical illustrations (PPT format, only) that are representative of the GUI screen display. Nortel Response: Comply with explanation - multi-line appearance not supported. Nortel proposes the Nortel Mobile Communication 3100 solution for the advanced mobile client option. The Nortel Mobile Communication 3100 solution builds upon existing enterprise investments in IP Telephony systems, extending IP Telephony system features to cellular coverage zones. Enterprise Wi-Fi connectivity is leveraged to reduce on-site mobile communication costs. The Nortel Mobile Communication 3100 solution gives Voice Con users a consistent set of services and rich GUI feature access whether in the office, at home or on the road. The Nortel Mobile Communication 3100 solution includes software clients for popular mobile PDAs and smartphones such as Windows Mobile dual-mode (Wi­ Fi/Cellular) devices and selected single-mode BlackBerry and Nokia devices. In addition, for single mode devices, the Mobile Communication Gateway 3100 is software which operates on Commercial-off-the-shelf servers (COTS) to facilitate communication between private and cellular networks for single-mode devices. The Mobile Communication Client 3100 for BlackBerry/Nokia is a single-mode soft client that allows real-time communication with the Mobile Communication Gateway 3100 to extend private enterprise communication server features to mobile phones. The Mobile Communication Client 3100 for BlackBerry/Nokia works with the following devices. • Nokia E60/E61/E65 • Blackberry 71xx/81xx/87xx/8800 The Mobile Communication Client 3100 for Windows Mobile is a SIP-based client Copyright © 2007 TEQConsult Group 68
  • 69. Nortel Response to VoiceCon RFP 2008 that provides consolidated voice and messaging services on dual-mode Windows Mobile handheld devices. An optional VPN package is available for the Mobile Communication Client 3100 for Windows Mobile, enabling secure calling from within the enterprise WLAN or from Wi-Fi hotspots. The Mobile Communication Client 3100 for Windows Mobile works with the following devices: • HP IPAQ 69xx • HTC Apache (UTStarcom PPC 6700) • HTC TyTn • HTC Universal (I-Mate Jasjar) The Mobile Communication 3100 makes use of the available rich GUI capabilities and features a customizable dialer interface with fixed keys for call hold, transfer and conferencing. – complemented by an intuitive navigation bar, icons and menu-driven feature access screens. The Nortel Mobile Communication 3100 solution supports the following capabilities: • Local storage of inbound, outbound and missed calls • Caller ID support on incoming calls • WiFi/Cellular indication (dual-mode only) • Session status including active call indication, on hold, incoming and outbound calling • Customizable dialer interface complemented by an intuitive navigation bar, icons and menu-driven feature access screens • Advanced call control including the capability to originate and terminate calls on any phone • Fixed keys for Hold, Transfer and Conference (dual-mode) Both the Mobile Communication Client 3100 for Windows Mobile and Blackberry/Nokia solutions are single-line implementations. They do not support multiple line appearance. 4.7 Other IP Telephone Instruments Include as an attachment a graphical illustration (PPT format, only) of IP telephone instrument models and add-on options not included as part of the proposed required system configuration. Nortel Response: See Appendix B. Copyright © 2007 TEQConsult Group 69
  • 70. Nortel Response to VoiceCon RFP 2008 5.0 Call Processing Features The proposed communications system should have a robust list of call processing features supporting station user, attendant, and system operations. 5.1 Station User Features It is required that the proposed communications system support the following list of station user features. Definitions for most listed features may be found in PBX Systems for IP Telephony (2002), written by Allan Sulkin and published by McGraw-Hill Professional. Table 9 Station User Features ADD-ON CONFERENCE (6 party or more) AUTOMATIC CALLBACK AUTOMATIC INTERCOM BRIDGED CALL APPEARANCE CALLBACK LAST INTERNAL CALLER CALL COVERAGE (PROGRAMMED) INTERNAL & EXTERNAL CALL PROGRAMMING TIME OF DAY/DAY OF WEEK CALL PROGRAMMING ANI/DNIS/CLID CALL PROGRAMMING INTERNAL CALLER ID PROGRAMMING CALL FORWARDING - ALL CALLS CALL FORWARDING - BUSY/DON'T ANSWER CALL FORWARDING - FOLLOW-ME CALL FORWARDING - OFF-PREMISES CALL FORWARDING: RINGING CALL HOLD CALL PARK CALL PICKUP - INDIVIDUAL CALL PICKUP - GROUP CALL TRANSFER CALL WAITING Copyright © 2007 TEQConsult Group 70
  • 71. Nortel Response to VoiceCon RFP 2008 CONSECUTIVE SPEED DIALING CONSULTATION HOLD CUSTOMER STATION REARRANGEMENT DIAL BY NAME DISCRETE CALL OBSERVING DISTINCTIVE RINGING DO NOT DISTURB ELAPSED CALL TIMER EMERGENCY ACCESS TO ATTENDANT EXECUTIVE ACCESS OVERRIDE EXECUTIVE BUSY OVERRIDE FACILITY BUSY INDICATION GROUP LISTENING HANDS-FREE DIALING HANDS-FREE ANSWER INTERCOM HELP INFORMATION ACCESS HOT LINE INCOMING CALL DISPLAY INDIVIDUAL ATTENDANT ACCESS INTERCOM DIAL LAST NUMBER REDIALED LINE LOCKOUT LOUDSPEAKER PAGING ACCESS MALICIOUS CALL TRACE MANUAL INTERCOM MANUAL ORIGINATING LINE SERVICE USER CONTROLLED MEET ME CONFERENCING (6-Party or more) MESSAGE WAITING ACTIVATION MULTI-PARTY ASSISTED CONFERENCE w/SELECTIVE CALL DROP MUSIC ON HOLD OFF-HOOK ALARM PADLOCK PAGING/CODE CALL ACCESS Copyright © 2007 TEQConsult Group 71
  • 72. Nortel Response to VoiceCon RFP 2008 PERSONAL CO LINE (PRIVATE LINE) PERSONAL SPEED DIALING PERSONALIZED RINGING PRIORITY CALLING PRIVACY - ATTENDANT LOCKOUT PRIVACY - MANUAL EXCLUSION RECALL SIGNALING RINGER CUT-OFF RINGING TONE CONTROL SAVE AND REDIAL SECONDARY EXTENSION FEATURE ACTIVATION SEND ALL CALLS SILENT MONITORING STEP CALL STORE/REDIAL SUPERVISOR/ASSISTANT CALLING SUPERVISOR/ASSISTANT SPEED DIAL TEXT MESSAGES TIMED QUEUE TRUNK FLASH TRUNK-TO-TRUNK CONNECTIONS WHISPER PAGE Vendor Response Requirement Confirm that the proposed IPTS supports each of the above listed station user features. Identify any and all features that are not included as part of the standard call processing software generic package. Also identify optional hardware/software, e.g., CTI application server, to satisfy a listed feature, because it is not included as part of the standard generic software package. Nortel Response: Comply with stated requirements above. Features “Meet-me Conferencing” and “Multi-Party Assisted Conference w/Selective Call Drop” require an Integrated Conference Bridge card installed in a MG 1000E. Note: Avaya’s proprietary Whisper page capability can be addressed by Nortel’s attendant break-in with secrecy feature. Copyright © 2007 TEQConsult Group 72
  • 73. Nortel Response to VoiceCon RFP 2008 5.1.1 Additional Station User Features Vendor Response Requirement Provide as an attachment a listing of proposed standard generic software station user features that are not included in Table 9 that VoiceCon may find of use and benefit. Nortel Response: Nortel’s feature list is extensive and is found in Appendix A. 5.2 Attendant Operator Features It is required that the proposed communications system support the following list of attendant operator features. Definitions for most listed features may be found in PBX Systems for IP Telephony (2002), written by Allan Sulkin and published by McGraw-Hill Professional. Table 10 Attendant Operator Features AUTO-MANUAL SPLITTING AUTO-START/DON'T SPLIT BACK-UP ALERTING BUSY VERIFICATION OF TERMINALS/TRUNKS CALL WAITING CAMP-ON CONFERENCE CONTROL OF TRUNK GROUP ACCESS DELAY ANNOUNCEMENT DIRECT STATION SELECTION w/BLF DIRECT TRUNK GROUP SELECTION DISPLAY INTERCEPT TREATMENT INTERPOSITION CALL & TRANSFER INTRUSION (BARGE-IN) OVERFLOW OVERRIDE OF DIVERSION FEATURES PAGING/CODE CALL ACCESS Copyright © 2007 TEQConsult Group 73
  • 74. Nortel Response to VoiceCon RFP 2008 PRIORITY QUEUE RECALL RELEASE LOOP OPERATION SERIAL OPERATION STRAIGHT FORWARD OUTWARD COMPLETION THROUGH DIALING TRUNK-TO-TRUNK TRANSFER TRUNK GROUP BUSY/WARNING INDICATOR TRUNK ID Vendor Response Requirement Confirm that the proposed IPTS supports each of the above listed attendant features. Identify any and all features that are not included as part of the standard call processing software generic package. Also identify optional hardware/software, e.g., CTI application server, to satisfy a listed feature, because it is not included as part of the standard generic software package. Nortel Response: Comply with stated requirements above. No additional hardware required for proposed solution. 5.2.1 Additional Attendant Operator Features Vendor Response Requirement Provide as an attachment a listing of proposed standard generic software attendant operator features that are not included in Table 10 that VoiceCon may find of use and benefit. Nortel Response: • Provide Standards-based, Windows Graphical User Interface (GUI) • Provide Enhanced incoming call information • Provide Feature-rich drag and drop, cut and paste functionality • Provide Quick access to information screens • Provide On-line Directories with dial-by-name • Internal and external locations • Provide Connectivity alarm monitoring • Provide Dual Hand/Headset interfaces with slider volume control • Provide Power Fail Transfer switch • Provide Supports multi-site environments • Provide Directory look-up and dial-by-name • Provide Incoming Call Indicator (ICI) and Loop Keys • Provide Flexible incoming ringing tones • Provide Custom prioritization of ICI calls via “WAV” files • Provide Custom ICI and feature key labeling • Provide Customizable Screen Copyright © 2007 TEQConsult Group 74
  • 75. Nortel Response to VoiceCon RFP 2008 • Provide Virtual Features (Macros) • Consolidate multiple keystrokes into one keystroke via scripts • Provide On-line help topics and Glossary 5.3 System Features It is required that the proposed communications system support the following list of system features. Definitions for most listed features may be found in PBX Systems for IP Telephony (2002), written by Allan Sulkin and published by McGraw-Hill Professional. Table 11 System Features ACCOUNT CODES ADMINISTERED CONNECTIONS ANSWER DETECTION AUTHORIZATION CODES AUTOMATED ATTTENDANT AUTOMATIC CALL DISTRIBUTION AUTOMATIC ALTERNATE ROUTING AUTOMATIC CAMP-ON AUTOMATIC CIRCUIT ASSURANCE AUTOMATIC NUMBER ID AUTOMATIC RECALL AUTOMATIC ROUTE SELECTION - BASIC AUTOMATIC TRANSMISSION MEASUREMENT SYSTEM CALL-BY-CALL SERVICE SELECTION CALL DETAIL RECORDING CALL LOG CENTRALIZED ATTENDANT SERVICE CLASSES OF RESTRICTION (SPECIFY #) CLASSES OF SERVICE (SPECIFY #) CODE CALLING ACCESS CONTROLLED PRIVATE CALLS DELAYED RINGING DIAL PLAN DIALED NUMBER ID SERVICE Copyright © 2007 TEQConsult Group 75
  • 76. Nortel Response to VoiceCon RFP 2008 DIRECT DEPARTMENT CALLING DIRECT INWARD DIALING DID CALL WAITING DIRECT INWARD SYSTEM ACCESS DIRECT INWARD TERMINATION DIRECT OUTWARD DIALING E-911 SERVICE SUPPORT EXTENDED TRUNK ACCESS FACILITY RESTRICTION LEVELS FACILITY TEST CALLS FIND ME- FOLLOW ME FORCED ENTRY ACCOUNT CODES HOTELING (/PERSONAL ROAMING) HOUSE PHONE HUNTING INTEGRATED SYSTEM DIRECTORY LEAST COST ROUTING (Tariff-based, TOD/DOW) MULTIPLE LISTED DIRECTORY NUMBERS MUSIC ON HOLD NIGHT SERVICE –FIXED NIGHT SERVICE - PROGRAMMABLE OFF-HOOK ALARM OFF-PREMISES STATION (OPX) OPEN SYSTEM SPEED DIAL PASSWORD AGING POWER FAILURE TRANSFER STATION RECENT CHANGE HISTORY RESTRICTION FEATURES: CONTROLLED FULLY RESTRICTED INWARD/OUTWARD MISCELLANEOUS TERMINAL MISCELLANEOUS TRUNK Copyright © 2007 TEQConsult Group 76
  • 77. Nortel Response to VoiceCon RFP 2008 TOLL/CODE TRUNK VOICE TERMINAL (IN/OUT) ROUTE ADVANCE SECURITY VIOLATION NOTIFICATION SHARED TENANT SERVICE SNMP SUPPORT SYSTEM SPEED DIAL SYSTEM STATUS REPORT TIME OF DAY ROUTING TIMED REMINDER TRUNK ANSWER ANY STATION TRUNK CALLBACK QUEUING UNIFORM CALL DISTRIBUTION UNIFORM DIAL PLAN VIRTUAL EXTENSION VOICE MESSAGE SYSTEM INTERFACE Vendor Response Requirement Confirm that the proposed IPTS supports each of the above listed system features. Identify any and all features that are not included as part of the standard call processing software generic package. Also identify optional hardware/software, e.g., CTI application server, to satisfy a listed feature, because it is not included as part of the standard generic software package. Nortel Response: Comply. All features are supported with proposed solution. 5.3.1 Additional System Features Vendor Response Requirement Provide as an attachment a listing of proposed standard generic software system features that are not included in Table 11 that VoiceCon may find of use and benefit. Nortel Response: Nortel’s feature list is extensive and is found in Appendix A. Copyright © 2007 TEQConsult Group 77
  • 78. Nortel Response to VoiceCon RFP 2008 6.0.0 Systems Management The proposed communications system must be administered, monitored, and maintained through operations organized into five functional areas: Fault, Configuration, Accounting, Performance and Security. All of the systems and devices in your proposed solution should attempt to provide comprehensive operations in each area. Operations for each area must be accessible through one interface regardless of the underlying system or device being managed. If a proxy server is used for intermediate operations, there must be at most one central database for each functional area. Systems or devices may be accessed individually if no proxy server is used. EXCEPTION: Optional call center solutions may provide its own set of FCAPS management operations separate from the general enterprise communications solution. Any supplied management applications must support decentralized access from any distributed PC client across the HQ LAN/WAN infrastructure and remote dial-up PC clients. It is also desirable for the applications to support a browser based user interface for intensive remote operations. Any supplied management applications may integrate information from the five functional areas at the presentation level. Vendor Response Requirement Confirm and verify that each functional area required to manage the proposed IPTS network is supported by a single, centrally located proxy server or, alternatively, each system or device supports a single API for a given functional area. Provide a brief description of the proposed management system, including its major hardware and software components. Specify if the proposed systems management server and software is available as a bundled offering, only, or if VoiceCon is responsible for providing its own server hardware to operate the software. If third party technology is used, please indicate which components are managing your solution in a vendor agnostic fashion. Nortel Response: Comply. The overall management solution for the Communication Server 1000 is comprised of two components: Telephony Manager and Element Manager. Description: Communication Server 1000 Telephony Manager is an advanced management application that provides an integrated suite of powerful management tools for secure configuration, control, and analysis of Communication Server 1000 (CS 1000) and Meridian 1 systems. CS 1000 Telephony Manager offers a web management interface that provides administrators a simple-to-use graphic user Copyright © 2007 TEQConsult Group 78
  • 79. Nortel Response to VoiceCon RFP 2008 interface (GUI) for most day-to-day telephone moves, adds and changes, maintenance, reporting and analysis activities. It also includes several useful Windows client application tools for specific management tasks. Complementary to Telephony Manager, the Communication Server 1000 Element Manager is a simple and user-friendly web-based interface that supports a broad range of system management tasks. Element Manager is used for real-time system provisioning and maintenance and is generally used during implementation. Element Manager provides for basic infrastructure configuration and break/fix field activities. Element Manager is the on-board local management interface into the core CS 1000E system for the following tasks: • Configuration and maintenance of IP Peer and IP telephony features • Configuration and maintenance of traditional routes and trunks • Configuration and maintenance of numbering plans • Configuration of Call Server data blocks (such as configuration data, customer data, Common Equipment data, D-channels) • Maintenance commands, system status inquiries, backup and restore functions • Software download, patch download, patch activation The Element Manager is provided as a standard offering at no additional cost. EM is a web server that resides on the Communication Server 1000's Signaling Server and can be accessed directly through a web browser or Telephony Manager. The Telephony Manager navigator includes integrated links to each network system and their respective instances of Element Manager. Both Telephony Manager and the Element Manager can be displayed from the Telephony Manager System Navigator. Telephony Manager does not include the server hardware. Nortel provides the software, VoiceCon must provide the server. Also available is an option to deploy the CS 1000 Element Manager on a dedicated Linux COTS server. This deployment option provides centralized management of multiple systems, including utilization of the security infrastructure provided by the Enterprise Common Manager Framework. The Enterprise Common Manager provides the underlying infrastructure to deliver the vision of converging system management applications, centralizing data and opening interfaces to third party applications. As our solution consists of a single system with multiple nodes, this capability is not necessary to satisfy the requirements of this proposal and therefore is not included in our proposal. 6.0.1 System/Port Capacity Vendor Response Requirement Identify the maximum number of independent IPTS communications systems that can be supported by the proposed systems management server, and the maximum number of user ports that can be passively and actively supported. Nortel Response: Copyright © 2007 TEQConsult Group 79
  • 80. Nortel Response to VoiceCon RFP 2008 Element Manager running on a Signaling Server supports a single CS 1000 system. The optional Linux COTS server deployment of Element Manager can support up to 500 CS 1000 systems from a centralized location. Telephony Manager can support up to 256 systems and 128,000 terminal numbers. For passive VoIP monitoring with NetIQ AppManager, there is no port limitation. Active VoIP monitoring is limited by the number of active endpoints the customer purchases. 6.0.2 Terminal Capacity Vendor Response Requirement Identify the maximum number of configurable and active PC client terminals that can be configured as part of the proposed management server system. Nortel Response: Element Manager supports web browser access and allows up to 5 sessions to be supported. Concurrent overlay access is controlled by the CS 1000 call server such that two users cannot work on overlays that do not allow multi-user access, or two overlays that cannot be loaded at the same time. The optional Linux COTS server deployment of Element Manager allows up to 25 active sessions across multiple servers, or 10 active sessions on a single server (assuming multiple managed elements). A single managed element supports up to 5 active sessions. Telephony Manager can support a maximum of 255 Windows based clients associated to a single server. The maximum number of web clients logged into Telephony Manager is 5. 6.0.3 Support for Open Standards The proposed management system should provide support for open protocols, such as LDAP and SNMP. The proposed management system should use open encoding schemes, such as XML and HTML. Vendor Response Requirement Briefly discuss the open standards included in your proposed management system that supports administration, operations and maintenance services. Indicate if any protocols or encoding schemes are de facto standards or are being implemented publicly by other vendors. Nortel Response: SNMP v1 is supported by CS 1000 and its management applications for fault management and for proactive voice quality management. SNMP MIB-II groups provide system information and statistical information on operational status of data network (per RFC 1213). Copyright © 2007 TEQConsult Group 80
  • 81. Nortel Response to VoiceCon RFP 2008 Element Manager supports SSL encryption for securing web administration sessions. Telephony Manager supports SSL encryption during user authentication. Element Manager uses XML for communication with CS 1000 systems. Telephony Manager utilizes an OpenLDAP directory and supports synchronization with the following LDAP enabled directory servers, Active Directory Server 2000/2003, Microsoft Exchange Server 2000/2003, and Sun Java System Directory Server 5.2. With the optional deployment of the Linux COTS server and the Enterprise Common Manager framework, access to configuration data of all systems in the network is possible using a Web Services XML/SOAP interface (available to selected development partners). . 6.04 Security Features Unauthorized access to the communications system is a major concern. The ability to detect security problems is desirable beyond mechanisms to prevent security problems. Vendor Response Requirement Briefly describe the security features that are embedded in the proposed management system to prevent unauthorized access and operation. Specify if media encryption is used for command signaling transmissions. What, if any, Denial of Service (DoS) and user authentication mechanisms are supported for the systems management application? Nortel Response: For authentication of users, several security mechanisms exist. First, the ability to create and manage multiple levels of user accounts exists on both Element Manager and Telephony Manager, providing a granular ability to enable or restrict users from access/read/write activity. This allows “role-based” security. In addition to user accounts, there are forced password change mechanisms, password synchronization mechanisms, password complexity options and a password reset mechanism. Element Manager and Telephony Manager also include a login warning banner. Element Manager stores passwords in SHA-256, encrypted with AES256, and also provides RADIUS support and multiple versioning (for files, records and hashes), failed login tracking and thresholds, an audit trail for password utilization and the use of SSH for remote logins. There are also FTP restrictions for different levels of passwords. Command signaling is protected by TLS on the TLAN and IPSec and SSH on the ELAN. Media encryption is handled by sRTP. Further, there is an option for secure UNIstim signaling via the Secure Copyright © 2007 TEQConsult Group 81
  • 82. Nortel Response to VoiceCon RFP 2008 Multimedia Controller, which is an application firewall that can protect the entire multimedia core. With the optional deployment of the Linux COTS server and the Enterprise Common Manger framework, the following security features are also available: • Password history policy enforcement • Password lockout policy enforcement • Inactive session termination policy • Login warning banner • Authentication scheme policy for local users or users on external Radius or LDAP servers The authorization process, also known as access control, determines and enforces assigned privileges for an authenticated user and its managed elements. Authorization supports both Role based Access Control (RBAC) and Instance Level Access Control (ILAC). 6.0.5 User Interface & Tools The management system should be operated using by GUI tools, formatted screens, pull down menus, valid entry choices, templates, batch processing & transactions scheduling, and database import/export. In general you should support a user interface set for each functional area: fault, Configuration, Performance and Security. The constituent users of each of these areas are distinct and your interface for each should optimize the experience for that constituent group. Management applications may integrate information from several management areas to enhance one functional area being managed. Nortel Response: Comply 6.1.0 Administration Functions The proposed systems management solution must support: station user moves, adds, and changes; trunk group definitions and individual trunk circuit programming; voice terminal parameters; call restriction assignments; class of service definitions and assignments; password resets; customer profile database; ARS routing tables; group definitions and assignments; first digit tables; dial plan; feature access codes; paging/code call zone assignments. Vendor Response Requirement Confirm the proposed systems management solution supports each of the listed administrative functions. Identify any functions not supported. Nortel Response: Comply, all functions supported. Group Assignments The administration subsystem must support each of the following group definitions and assignments Copyright © 2007 TEQConsult Group 82
  • 83. Nortel Response to VoiceCon RFP 2008 • Abbreviated Dialing (System, Group, Enhanced) • Hunt Groups • Call Coverage Answer Groups • Pickup Groups • Intercom Groups • Terminating Extension Groups • Trunk Groups Vendor Response Requirement Confirm administration support for each of the listed group definitions. List any and all groups not supported by the administration subsystem. Nortel Response: Comply. 6.1.2 Facilities Performance Management & Reports The management system must be able to collect, analyze, and provide reports for a variety of system operations. Nortel Response: Comply. 6.2.1 Basic Trunk Usage and Traffic Trunk traffic records should be kept for all inbound and outbound calls, identifying the trunk group and trunk channel, time and duration of call. Vendor Response Requirement Confirm that the proposed facilities management system satisfies this requirement. Nortel Response: Comply. 6.2.1.1 Individual Trunk Line Counters Vendor Response Requirement Confirm that individual trunk line counters measure and report: Number of call attempts; Number of blocked trunk lines; Traffic intensity (Erlangs). Nortel Response: Comply. Note: All measurements are reported in CCS (Centum Call Seconds). Erlang and CCS are interchangeable units of measure for traffic measurement. 6.2.1.2 Outgoing Trunk Route Counters Vendor Response Requirement Confirm that outgoing trunk route counters measure and report: Number of Copyright © 2007 TEQConsult Group 83
  • 84. Nortel Response to VoiceCon RFP 2008 outgoing attempts; Number of successful calls overflowing to another route; Number of lost calls due to blocking; Number of blocked trunks in measurement; Traffic intensity (Erlangs). Nortel Response: Comply. Measured and reported in CCS (Centum Call Seconds). 6.2.1.3 Incoming Trunk Route Counters Vendor Response Requirement Confirm that incoming trunk route counters measure and report: Number of incoming call attempts; Number of trunks in the measurement; Number of blocked trunks in the measurement; Traffic intensity (Erlangs). Nortel Response: Comply. Measured and reported in CCS (Centum Call Seconds). 6.2.1.4 Both Way Trunk Route Counters Vendor Response Requirement Confirm that both way trunk route counters measure and report: Number of incoming call attempts; Number of trunks in the measurement; Number of blocked trunks in the measurement; Traffic intensity (Erlangs). Nortel Response: Comply. Measured and reported in CCS (Centum Call Seconds). 6.2.2 Attendant Consoles Attendant counters should measure all attendants in the system, or individual attendant positions. Record measurements include: number of answered calls; number of calls initiated by attendant; accumulated handling time for all calls; accumulated handling time for recalls; accumulated handling time for calls initiated by attendant; accumulated total delay time for recalls; number of answered recalls; number of abandoned attendant recalls; accumulated waiting time for abandoned calls to an attendant; accumulated waiting time for abandoned recalls, and accumulated response time for all types of calls. Vendor Response Requirement Confirm that attendant counters measure and provide reports for each of the listed parameters. Identify attendant parameters which are not measured. Nortel Response: Comply. In addition to the reports, Telephony Manager has the ability to model attendant console performance impacts of increasing or decreasing the number of attendant consoles with a "what if" analysis tool. 6.2.3 Stations Station counters should measure individual stations or station group traffic statistics, including: number calls; number of stations in measurement; Copyright © 2007 TEQConsult Group 84
  • 85. Nortel Response to VoiceCon RFP 2008 number of blocked stations in measurement; traffic rating (Erlangs). Vendor Response Requirement Confirm that station counters measure and provide reports for each of the listed parameters. Identify station parameters which are not measured. Nortel Response: Comply. 6.2.4 Traffic distribution When applicable, traffic distribution across the internal switching network should be measured for each local TDM bus, traffic over each highway bus, and traffic across the center stage switch by each switch network interface link. Vendor Response Requirement Confirm that traffic distribution is measured and reported for each switch network element listed. Identify what is not measured and reported. Nortel Response: Comply. In Nortel terms, these Traffic Analysis reports would be for Network Groups, Network Loops and Junctors. 6.2.5 Busy hour traffic analysis Busy hour traffic analysis measurements for trunks, stations, and the internal switch network should be performed and reported for any one hour interval for any time of the day. Vendor Response Requirement Confirm busy hour traffic measurements for trunks, stations, and the internal switch network for any one hour interval for any time of the day. Nortel Response: Comply. Information is collected and reported on an hourly basis by the system. 6.2.6 Erlang Ratings Erlang rating should be calculated and reported for individual trunk lines, each trunk group, and all trunk groups. CCS ratings should be calculated for individual stations or groups of stations. Vendor Response Requirement Confirm Erlang and CCS rating calculations and reporting for each listed item. Nortel Response: Comply. Nortel uses CCS unit of measure instead of Erlangs. 6.2.7 Processor Occupancy System call processing performance is measured in terms of Busy Hour Calls Copyright © 2007 TEQConsult Group 85
  • 86. Nortel Response to VoiceCon RFP 2008 (Attempts and Completions). The percent of maximum call processing capacity should be reported for programmed time intervals. Threshold reports should also be generated to monitor system load factors. Vendor Response Requirement Confirm measurement and reporting of processor occupancy and threshold levels Nortel Response: Comply. 6.2.8 Threshold Alarms For a variety of system hardware devices it should be possible to define a congestion threshold value, and measure generated alarms. Alarms are recorded in an Alarm Record Log. The types of devices that can be tracked include: tone receivers; DTMF senders and receivers; conference bridges; trunk routes; modem groups. Vendor Response Requirement Confirm recording and reporting of alarms for each listed item. Nortel Response: Comply. 6.2.9 Feature Usage Feature usage counters for selected station features, e.g., call forward, call transfer, add-on conference, and attendant system features, e.g., recall, break-in, should be measured and reported for programmed intervals. Vendor Response Requirement Confirm recording and reporting of feature usage counters for both station and attendant operations. Nortel Response: Comply. 6.2.10 VoIP Monitoring The management system should collect and store data to track usage and performance data of IP gateway devices, IP phones, and VoIP intercom/trunk calls. VoIP information reports may include: tracking of IP gateway devices and calls that pass through each gateway; gateway congestion; assignment of services or routes to gateways; tracking of phone numbers dialed or originating off-site numbers; and IP gateway addresses. Vendor Response Requirement Briefly describe all VoIP monitoring information records and reports that are available. Specify if VoIP QoS parameters such as jitter, call delay/latency, and packet loss are tracked and reported, and if a system administrator can Copyright © 2007 TEQConsult Group 86
  • 87. Nortel Response to VoiceCon RFP 2008 monitor VoIP calls in real-time for QoS observing? Indicate if any third party equipment is being proposed as part of your solution. Nortel Response: Nortel VoIP phones continuously monitor and report VoIP QoS parameters in real-time using Industry standards (E-Model [ITU G.107] and RTCP-XR [IETF 3611]). RTCP-XR QoS parameters are reported periodically during a call, at the end of the call and/or when programmable QoS thresholds have been exceeded. RTCP XR (RFC 3611) reported metrics include Round Trip Delay (latency), Average End System Delay, Jitter, Network Packet Loss Rate, Average Codec Discard Rate, Burst Loss Density, Burst Length and Listening R-Value. The CS 1000 receives QoS messages from Nortel IP phones and generates the following reports and actions: o SNMP alarms are generated when voice quality metric thresholds are violated on a per-call or bandwidth zone basis. o Consolidated voice quality metrics are provided via an SNMP MIB and IP Phone Zone Traffic Reports. o OM reports contain hourly summations of R-Value voice quality metrics and endpoint registration activity. IP Phone diagnostic utilities help identify, isolate, and report network problems affecting voice quality. These utilities include Traceroute, Ping, Ethernet statistics, IP Network statistics, UNIStim/RUDP statistics, RTCP statistics, and DHCP data. Telephony Manager Traffic Analysis Reports TFS016 report on cumulative data collected from the CS 1000 on an hourly basis and provide a view of bandwidth utilization within and between bandwidth management zones. Also available is traffic report TFC012. This report will show traffic through the systems DSPs on an hourly basis, and will indicate the number of successful transcodings that take place and the number of transcodings that have failed due to a lack of bandwidth or a lack of available DSPs. Although the capability to monitor and report on VoIP quality real-time is inherent in the CS 1000, the solution is greatly enhanced with the addition of optional 3rd party components from NetIQ. NetIQ AppManager – AppManager provides sophisticated Knowledge Scripts which allow you to monitor critical IPT resource and SLA performance issues. Powerful reporting and graphing capabilities provide intuitive trend analysis of VoIP quality parameters, identifying service affecting issues before they become a problem. NetIQ Vivinet Diagnostics – Vivinet Diagnostics is an automated / expert trouble­ shooter that is automatically invoked when a real-time R-value (Quality of Copyright © 2007 TEQConsult Group 87
  • 88. Nortel Response to VoiceCon RFP 2008 Experience) trap is received from a CS 1000 system and correlates the received RTCP-XR metrics with the status of the network devices in the media path to generate a root cause analysis report. 6.3 Optional Reports Directory records may include each subscriber’s name along with a variety of phone numbers such as primary, published, listed, emergency, and alternate, as well as authorization code information, job title, employee number, current employment status and SSN. Inventory records and management is used to administer any kind of inventory product part, including: PBX common equipment (cabinets, carriers, circuit cards); voice terminals and module options; jacks, and button maps. The reports allow administrators to accurately re-charge items. Inventory can be tracked by data such as user, system (PBX or other networks), jack, serial number, asset tags, trouble calls, recurring and non­ recurring costs, and general ledger codes. The inventory management system may also include records containing the following data: purchase date, purchase order number, depreciation, lease dates, manufacturer and warranty information. Cabling records keep track of all cable, wire pairs, distribution frames, wiring closets and all connections (including circuits) down to both the position and the pair level. Cable records include starting and ending locations, description, type and function. Individual cable lengths are maintained and automatically added, as is the decibel loss, for the entire path. Information can also be provided on the status of all cable runs, as well as the number of pairs it contains, the status of the pairs, and the type of service it provides. Vendor Response Requirement Identify and briefly describe your proposed management system’s Directory, Inventory, and Cabling reports, if available. Nortel Response: Inventory Reports are available from Telephony Manager for both telephone sets and cards installed in the PBX. A list of Telephone Sets and Cards currently installed in the PBX can be retrieved. Once retrieved, Telephony Manager can display the list of Telephone Sets or Installed Cards by opening MS Excel and running a Macro to parse the available data into columns to display the devices and their collected device characteristics. In Telephony Manager, ten user definable fields are available and can be used for any data tracking purpose such as closet, jack and pair, SSN, emergency numbers, etc. The directory can be synchronized with LDAP or Active Directory databases. Telephony Manager also provides the ability to upload directory information to the PBX(s) and enable directory dialing from digital and IP display telephones. There is not a specific cable management application within Telephony Manager; however Telephony Manager's user-definable fields are sometimes used by customers to manage cable records, by designating closet number and cable pair Copyright © 2007 TEQConsult Group 88
  • 89. Nortel Response to VoiceCon RFP 2008 number for each telephone. 6.4.0 Call Detail Recording Call Detail Record (CDR) data should be compiled for all successful incoming and outgoing trunk calls. Call record fields typically include the following: • Date • Time • Call Duration • Condition Code (categorizes information represented in the call record) • Trunk Access Codes • Dialed Number • Calling Number • Account Code • Authorization Code • Facility Restriction Level for Private Network Calls • Transit Network Selection Code (ISDN access code to route calls to a specific inter-exchange carrier) • ISDN Bearer Capability Class • Call Bandwidth • Operator System Access (ISDN access code to route calls to a specific network operator) • Time in Queue • Incoming Trunk ID • Incoming Ring Interval Duration • Outgoing Trunk ID Vendor Response Requirement VoiceCon will purchase its own third party call accounting and billing system. Identify all available CDR reports that can be generated for any or the entire call record field data listed above. Nortel Response: The CS 1000 outputs many different call records and types. However, actual reports to be run are determined not by our platform, but by the Call Accounting and Billing System used to interface to the call processing platform. Below is a list of Call Records that are generated: • Authorization Code • Authorization Code and Call Transfer • Charge Account with AUXID • Calling Party Number • Charge Conference (3 types) • Call Transfer and Charge Account features • Metered Transferred Call • Multi-Tenant • Calling Line Identification (CLID) • Calling Line Identification (CLID) on a tandem call Copyright © 2007 TEQConsult Group 89
  • 90. Nortel Response to VoiceCon RFP 2008 • CDR with Outpulsed Digits • In-Band Automatic Number Identification • Feature Group D Automatic Number Identification • Abandoned Call • 911 Abandoned Call • Call Transfer, Charge Account, and Time to Answer features • Metered Transferred Call and Time to Answer • Attendant CDR Enhancement for outgoing non-metered CO trunks • CDR Call Transfer Enhancement • CDR Call Transfer Enhancement with network calls • Station Activity Record • Public Network Feature Invocation Record • CDR 100 Hour Call 6.5.0 Maintenance System maintenance operations should, at minimum, support the following: • Monitoring of processor status • Monitoring and testing of all port and service circuit packs; • Monitoring and control of power units, fans, and environmental sensors; • Monitoring of peripherals (voice terminals and trunk circuits); • Initiate emergency transfer and control to backup systems; • Originate alarm information and activate alarms. Vendor Response Requirement Confirm support for the required maintenance monitoring activities by completing following table: Activity Yes/No Monitoring of processor status Yes Monitoring and testing of all port and service circuit packs Yes Monitoring and control of power units, fans, and environmental Yes sensors Monitoring of peripherals (voice terminals and trunk circuits) Yes Initiate emergency transfer and control to backup systems Yes Originate alarm information and activate alarms Yes 6.5.1 Alarm Conditions There are usually several types of communications system alarm conditions: Major, Minor, and Warning. Vendor Response Requirement Briefly describe how your management system defines a Major, Minor, and Warning alarm. Nortel Response: Copyright © 2007 TEQConsult Group 90
  • 91. Nortel Response to VoiceCon RFP 2008 System alarms are based on various fault monitors and indicators. The category of the alarm indicates the severity of the system failure: • A major alarm requires immediate action by the system administrator. It indicates a fault that seriously interferes with call processing. • A minor alarm requires attention, but not necessarily immediate attention by the system administrator. It indicates the system hardware or software has detected a fault requiring attention. • A remote alarm can require attention by the system administrator. It is an optional extension of a major alarm to another location, such as a monitoring or test center, or to an indicator, such as a light or bell. Default event severities for events (alarms) are assigned by Nortel in the Event Default Table. The default severity levels for specific (or wildcard matched) alarms can be overridden by a customer or channel partner with the Event Preference Table to assign a new severity. The alarms can also be marked as "Acknowledged" or "Cleared" by a technician or engineer responding to an incident so that other technicians or engineers can see an indication that the alarm has been responded to. 6.5.2 Maintenance Reports Vendor Response Requirement Provide a list all standard maintenance alarm reports provided by your management system. Nortel Response: There are over 16,000 potential event messages that can be generated, too many to list here. The majority of these messages are available via SNMP. The critical messages we recommend customers monitor are documented in the System Messages Input Output Guide 553-3001-411. This publication is available on www.nortel.com. The Event Default Table values for each alarm are also available in the Telephony Manager help. A number of reports can be printed from the Telephony Manager Event Browser (Windows client) for events that are held in the circular buffered event queue (up to 2000 of the most current events) for the Communication Server. These include: • Critical Acknowledged Events - List • Critical Marked as Cleared Systems Events - List • Critical New Events - List • Critical System Events - List • Filtered System Events - List • Informational Events - List • Major Acknowledged Events - List • Major Marked as Cleared Systems Events - List • Major New Events - List • Major System Events - List • Minor Acknowledged Events - List • Minor Marked as Cleared Systems Events - List • Minor New Events - List • Minor System Events - List Copyright © 2007 TEQConsult Group 91
  • 92. Nortel Response to VoiceCon RFP 2008 • System Events – List In addition, the Event Preference Table can also be printed as a report. Telephony Manager and Element Manager also have Maintenance Windows applications that enable administrators to execute maintenance commands to seek supplementary information on feature/component status. 6.5.3 Remote Maintenance Vendor Response Requirement Briefly describe the available options used to support remote maintenance operations for both customer access and for an outside maintenance service provider. Specify how the system alerts a remote service center when an alarm condition occurs, the trunk circuit requirements for alert transmissions, and security measures to prevent unauthorized access. Nortel Response: Generally, for remote maintenance, the following three methods are available for access. • VPN Remote Access • Modem Access • Terminal server/modem router / Site Event Buffer units For collecting alarm information in a central network service center, the use of SNMP is recommended. This can be done over a WAN. A “virtual private network” (VPN) using secure methods of authentication and encryption are established between the service provider and the customer network. This method has the advantage of using high speed IP connections via the public internet while still ensuring that the connection is secure. A secure connection or “tunnel” is established between the service providers VPN Gateway and the Customer’s network VPN Gateway. SNMP traps can be collected directly from the Call Server, Signaling Servers and Media Cards, or they can be consolidated using Telephony Manager and forwarded on to an SNMP management platform such as HP OpenView, or similar. In addition to forwarding SNMP traps, additional notification options include notification to Console, File, Email, Pager, and Text via Modem. A powerful scripting language allows customization as to which alarms monitored will cause a notification treatment to be activated. Notification treatment can also be assigned to specific days of the week and times of day via scripting. 6.6.0 Provisioning All services should be provisioned in one step. Services should include station configuration, voice mailbox configuration, E-911 location, billing attributes, directory attributes, and mobile Email attributes (Blackberry) and the configuration of other end user applications. For example, if your solution includes a zone paging application, the ability to assign a station to a zone and change the zone membership as a whole must be accessible through the configuration (provisioning) interface. Copyright © 2007 TEQConsult Group 92
  • 93. Nortel Response to VoiceCon RFP 2008 Templates must be supported to organize different settings across different systems according to organizational need. At a minimum, the voice station configuration and the associated voice mailbox must be provisioned in one step through one interface. Your proposed provisioning application or interface must create a complete audit trail and must allow groups of changes to be scheduled for a future time. Further, the solution must support mass create, delete and modify functions to support bulk operations. Vendor Response Requirement Describe the provisioning workflow you recommend showing how each of your proposed solution components is utilized. List any functions above which are not available. List any systems or devices which are not now part of your provisioning interface and provide a roadmap statement of how you will treat this situation going forward. Nortel Response: All services can be programmed for a user within Web Station of Telephony Manager with the exception of external applications such as voice mail and mobile email attributes and zone paging. These all currently have a separate interface to configure. Voice Mailboxes can be administered with CallPilot Manager via a browser-based connection. Zone paging is offered on IP telephones via the Nortel Application Gateway 1000 and is managed by a browser based interface. Zone paging zones are set to the department field (which can be set in the Web Station and synchronized via LDAP) as default. All of these configuration applications can be linked and launched from within Telephony Manager, so the administrator does not have to utilize a separate workstation or log out of the existing management application. Telephony Manager supports bulk administration and scheduling capabilities as well as global changes based on Boolean logic for modifying sets that match user selected criteria. Telephony Manager also offers the ability to validate an impending station database change (rules checking) to ensure that a scheduled change will perform as desired and not fail due to an unforeseen database programming omission. An Administrator may often wish to view the provisioned sets and various combinations or selections of features and associated data. Besides predefined directory reports, the Administrator can easily define custom reports and display them immediately from the web or export them to CSV files. The workflow would include accessing Web Station on Telephony Manager to perform adds, moves and changes on telephones and directory changes to existing subscribers, then link to CallPilot to perform mailbox administration, and link to other application managers that may be required for various applications. CallPilot also supports LDAP integration, which speeds the administration workflow and decreases duplicate data entry. Copyright © 2007 TEQConsult Group 93
  • 94. Nortel Response to VoiceCon RFP 2008 Telephony Manager supports the use of Templates to create profiles of configuration settings for groups of users and/or devices to facilitate easier provisioning of multiple users and/or devices. Roadmap: A new system management software infrastructure called the Enterprise Common Manager Framework was introduced in CS 1000 Release 5.0. Its purpose is to provide the underlying framework to deliver the vision of converging system management applications, centralizing data and opening interfaces to third party applications. The Enterprise Common Manager Framework provides a foundation for Nortel management applications across the Enterprise portfolio to utilize and offer the benefit of common management elements shared with other applications belonging to the Enterprise Common Manager Solution. The Element Manager and the NRS Manager are the two management applications that are supported over this new architecture as of CS 1000 Release 5.0. In CS 1000 Release 5.5, an additional application – ECM Subscriber Manager – is also supported. Subscriber Manager is a new application that can be installed in the ECM framework. Subscriber Manager is fundamental to unifying the management solution across the Nortel Enterprise domain; it will promote the re-use of subscriber data and key provisioning information paving the way to cross product provisioning workflows from a common web interface. The new Subscriber Manager application provides administrators with a centralized web based interface for provisioning subscribers and their associated accounts (i.e. phones). Subscriber Manager focuses provisioning workflows on the Subscriber. This new subscriber first workflow enables navigation by subscriber > account rather than by product > subscriber > account. The applications that are utilizing the Enterprise Common Manager Framework benefit from: • Security infrastructure including; common account management, central Role Based Access control, network wide navigation and Single Sign On • Consistent User interface aligned with new standards for Nortel Web based applications • Web services interface to overlays and system data Copyright © 2007 TEQConsult Group 94
  • 95. Nortel Response to VoiceCon RFP 2008 7.0.0 Integrated Messaging System VoiceCon requires a CHQ-based voice messaging system that must be fully integrated with the proposed IPTS network solution. VoiceCon also requires integration of the proposed voice messaging system with a Microsoft Exchange messaging system to provide “unified” messaging applications. The proposed voice messaging system solution must be centrally located at the VoiceCon CHQ location, and be capable of supporting station users at the two remote VoiceCon faciliities (RO and SO). The voice mail system will also serve as an automated attendant position for select incoming trunk calls, and also as a secondary point of coverage as an automated attendant system for designated stations. All software and hardware necessary to interface with the existing telephone system will be provided under this bid. The sizing requirements are: Installed/Equipped Capacity Maximum Capacity Number of Subscribers 2000 3,000 Number of Ports 96 128 Hours of Storage 1000 1500 Automated attendant ports are included in the requirements. A Grade of Service level of P.01 is required. Vendor Response Requirement Briefly describe the proposed integrated messaging solution, and provide details about the voice mail system architecture and it’s interconnection to the voice communications system and Microsoft Exchange system. Include processing system platform information in the discussion. Verify that the system being bid can comply with each of the proceeding requirements. Nortel Response: Comply. Nortel CallPilot unified multimedia messaging system is proposed. CallPilot Unified Messaging enables a user’s e-mail client to retrieve voicemail, faxes, and text messages from the CallPilot server. CallPilot increases enterprise productivity by combining voice, fax, and e-mail into a single mailbox that can be accessed either locally or from any remote location, over the Web, or by phone to decrease the amount of time spent checking different voicemail and e-mail accounts. CallPilot’s integrated architecture does not store voice or fax messages on the Microsoft Exchange server and thus does not require any changes to the Microsoft Exchange e-mail server. This allows CallPilot to be easier and faster to deploy. Instead CallPilot’s integrated architecture stores voice/fax messages on Copyright © 2007 TEQConsult Group 95
  • 96. Nortel Response to VoiceCon RFP 2008 the CallPilot server. Integration of voice messages and email occurs at the desktop with a simple desktop e-mail plug-in that can be deployed using automated software delivery systems such as Microsoft SMS. Integrated messaging also enables the CallPilot system to retrieve e-mail and other text­ based information from the system using text-to-speech technology using IMAP. CallPilot communicates to the CS 1000 call processor via a signaling LAN. It connects to the voice network via the CS 1000 media gateway. For administration, CallPilot provides a Web browser interface with comprehensive on-line help for ease of management. A complete CallPilot solution requires two servers, the CallPilot server and a customer supplied web server to host the reporting tool. CallPilot provides a graphical customer-defined service creation tool known as Application Builder which enables the CallPilot administrator(s) to quickly construct multimedia applications such as Voice Menus and Automated Attendants. If needed, thousands of services can be defined with Application Builder. These services and voice message services run on any voice port/channel, that is, specific ports are not dedicated to a particular service. CallPilot Platforms CallPilot runs on a Nortel-supplied Intel/Windows 2003 platform. It is available in two rack mount platform models. Nortel proposes the 1005r which exceeds the 64 channel/port requirement with expandability to 192 ports. The following Table defines the specifications for the 1005r platform. Category 1005r CPU Duel Xeon Height 2U Memory 1GB Channel/MPU* 192/288 Capacity Storage Hours 2,400 RAID Standard Tape drive Optional Max. Unified 20,000 Messaging Clients Max Voice 50,000 mailboxes *MPU is a measure of DSP capacity where 1 MPU is needed for voice processing, 2 MPU for fax and 4 MPU for speech recognition. Copyright © 2007 TEQConsult Group 96
  • 97. Nortel Response to VoiceCon RFP 2008 7.1.0 Support for Open Standards Vendor Response Requirement • Describe voice messaging system’s support for open standards. • List the clients that can be used with your proposed solution. • For proprietary clients, detail minimum hardware and software requirements Nortel Response: CallPilot complies with industry standards (VPIM v2, LDAP, IMAP4 and SNMP v1, SMTP, AMIS) providing simple integration with other messaging and management systems. CallPilot has a variety of clients available for Unified Messaging. Three types of clients are available: • Groupware Clients • Internet Mail Clients • Web Messaging Clients • CallPilot supports the ability to install one instance of the Unified Messaging client plug-in on a Citrix server and feed through multiple users on Citrix thin-client terminals. This eliminates the need to install a “Traditional” client plug-in on every user Windows PC. E-mail Clients CallPilot supports Microsoft Outlook 2000/2002 (XP)/2003, Lotus Notes 7.0/6.0/6.5, Novell GroupWise 7.0/6.5, and Internet mail clients such as Qualcomm Eudora Pro, Netscape Communicator, and Microsoft Internet Explorer. My CallPilot My CallPilot can be utilized by Windows, Macintosh, and Linux users. Browsers supported within these environments: • Windows using Netscape or Internet Explorer • Macintosh Netscape or Internet Explorer • Linux Mozilla or Firefox 7.1.1 Security Features Vendor Response Requirement Describe all security features available with the voice messaging system to prevent abuse and unauthorized access. Nortel Response: CallPilot security features include: • Password options that force users to create mailbox passwords that are more secure • Password display suppression • Minimum password length – 4 to 16 digits • Blocking of trivial passwords Copyright © 2007 TEQConsult Group 97
  • 98. Nortel Response to VoiceCon RFP 2008 • Maximum days permitted between password changes – default is 90 days • Password expiry warning • Minimum number of password changes before repeats – by default, users must enter 5 new passwords before they can reuse an old password. • Maximum invalid logon attempts per session – default is 3 to protect against hackers. • Separately customizable restrictions for Thru-dial (call transfers) from Call Answering, Express Voice Messaging, Logon sessions (operator assistance DN, Call-Sender) and auto-attendant applications. • Autologon – can be restricted to specific phone numbers on a user-by-user basis. • External Logon – you can temporarily disable external logon in the event of hacker attack while you investigate and take measures to stop the attack. • Name dialing by external callers – it can be disabled for specific users. • Search tool to locate insecure and inactive mailboxes, mailboxes with passwords that have not been changed since a certain date, and mailboxes for which an internal or external personal greeting has not been recorded. • Reports which alert the administrator to hacker activity by monitoring for Excessive After-Hours Logons, Excessive Thru-Dialer Access, Excessive Incomplete Messaging Accesses, and Excessive Failed Logons. • Mailboxes can be excluded from being name-dialed by external callers. • Separate administrator accounts with different authority levels. • Administrator activity logs. Security features requiring Administrator set up • Restriction/Permission Lists (RPL): These lists control which phone numbers may be used with specific features and applications. These are defaulted to all numbers restricted. • Trunk Group Access Restrictions (TGARs), Class of Service (CLS), and Network Class of Service (NCOS) on the switch: These restrictions control which phones have access to specific trunk groups. • Default settings provide maximum security: By default, on any newly installed system, all CallPilot services that can dial out of the system are completely restricted. This means that these services will not work until you define restriction/permission lists and assign them to services. Monitoring the system for accesses to suspected mailboxes With Hacker Monitor, you can monitor your system for accesses to and thru-dials from suspected mailboxes. Or, you can monitor calls made by specific caller line IDs (CLIDs) that you suspect hackers are calling from. You can also monitor thru-dials made by services you have created with Application Builder. System administration journal used to monitor administrator changes CallPilot provides Administration Action report. This feature logs all system changes made by administrators to provide a journal of troubleshooting information on an administrator’s actions that may have led to system problems, and identify further training requirements for administrators. The report includes the following items: • Time stamp • Administrator’s name Copyright © 2007 TEQConsult Group 98
  • 99. Nortel Response to VoiceCon RFP 2008 • Action Type • Description The data records will contain most of the user, messaging and system administration actions. These actions are grouped under three main action types: • Create • Delete • Modify The “Description” section will provide a very brief explanation of the action and the item(s) affected from this action. By using the existing filtering features of the Call Pilot Reporter, the user will be able to filter the data according to the following items: • Time Stamp • Administrator’s name • Action Type • Object Securing system messages in the server message store from unauthorized access Voice, fax and text messages stored on the CallPilot server are kept in a password-protected proprietary multimedia file system and therefore can not be accessed using standard Windows facilities. This effectively prevents a system administrator from “surfing” contents of users’ mailboxes. Securing messages from unauthorized access Below are specific security measures used for each client. Microsoft Exchange/Outlook, Lotus Notes and GroupWise These integrated clients support CRAM MD5, and challenge response authentication to minimize the risk an unauthorized agent could “spoof” being the user. SSL encryption can optionally be used to prevent unauthorized access to messages through ‘sniffing’ on the network. Internet Mail Clients Outlook Express and Netscape Messenger support SSL for sending and receiving messages and address book lookups. IMAP with SSL must be configured on the CallPilot server. When IMAP with SSL is enabled via the Administration client, it generates a certificate on the CallPilot server that is valid for one year. This certificate is on the server side only. When IMAP clients are configured for an SSL connection, the IMAP client will be presented with the certificate from the CallPilot Server and the user can ensure the Server authenticity. This will also provide an encrypted channel for communication. Eudora Pro does not support SSL. Web Messaging CallPilot Web Messaging operates using Internet components and might have limitations imposed on it by companies’ network security policies. The CallPilot Web Messaging client passes the user password in the clear over the network between the user’s browser and the web server. The web server, in turn, passes the user password to the CallPilot IMAP server in the clear over the customer’s network. For customers who require medium to high security, Nortel Copyright © 2007 TEQConsult Group 99
  • 100. Nortel Response to VoiceCon RFP 2008 recommends that the installation of an authentication certificate in the Microsoft Internet Information Server (IIS, web server), which allows the browser to connect to the server using a strongly encrypted network channel. This method is referred to as SSL. When SSL is enabled on the web server, the CallPilot web client automatically detects this, and uses the secure HTTP protocol to ensure that the user’s mailbox and password are channeled through SSL. The web server can also be configured so that SSL encryption is used for all data communications including message transfers, however, for performance reasons most customers will probably only secure the mailbox and password transmission. If the administrator chooses to install an Authentication Certificate on their Web Server, it allows the web browser to connect to the CallPilot Web Server through a strongly encrypted channel. This certificate is required in order for the browsers to start an SSL session to the server. Anti-virus applications CallPilot currently supports the following industry-leading anti-virus applications: • Computer Associates: eTrust AntiVirus 7.1 • Network Associates: McAfee Virus Scan Enterprise 8.0i • Symantec Norton Anti-Virus release 9.0 (corporate edition) • Trend Micro ServerProtect release 5.58 and Office Scan 7.x 7.2.0 Voice Mail Features 7.2.1 Forwarding The system must provide access for forwarded calls from: • Customer telephone system • Direct central office (Business or Centrex lines) • 800 Service lines Vendor Response Requirement Confirm support for each forwarding requirement. Nortel Response: Comply. 7.2.2. Disconnect Detection The system should detect that a caller has hung up and immediately disconnect and restore the line to service. Vendor Response Requirement Confirm support for this operation. Nortel Response: Comply. 7.2.3. Station Dialing In addition to the menu/route, callers may access an individual station either Copyright © 2007 TEQConsult Group 100
  • 101. Nortel Response to VoiceCon RFP 2008 through the input of the extension number or the input of the called party's last name. A total of 2,000 names plus 100 extension numbers will be possible. Vendor Response Requirement Confirm support for this operation. Nortel Response: Comply. 7.2.4 Answer Announcement Individual, personalized announcements of 15-30 seconds for each mailbox user will be possible. A user's dictated answer message will only occupy the number of seconds dictated, with the remainder to be pooled so as to be available to: • All other mailbox owners, and • For message taking. A system announcement of up to 30 seconds will be possible and also will be available in the event of switching system failure. It will be possible for the mailbox owner to input separate greetings for calls received internally or externally on the system. It will be possible for several individuals to share the same mailbox extension number. A caller reaching such a mailbox will be able to select between individual mailboxes. Vendor Response Requirement Confirm support for these operations. Nortel Response: Comply. 7.2.5 DTMF Signaling The system will be capable of receiving and generating standard DTMF tone signaling. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. 7.2.6 Greeting Voice mail calls will be answered on the first ring and be time-and-date stamped. Vendor Response Requirement Confirm support for this feature. Copyright © 2007 TEQConsult Group 101
  • 102. Nortel Response to VoiceCon RFP 2008 Nortel Response: Comply. 7.2.7 Escape A caller reaching the voice mail system will have the ability to re-route to an extension by dialing up to five digits or the operator by dialing "0" before or after leaving a message. It will not be possible for a caller reconnected to the telephone system to be connected to the public network. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. 7.2.8 Trunk Access It will be impossible for a caller passing through the attendant to reach an outside line. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. The Session Trace utility can be used to perform this function. Audit trail of message do not occur automatically, but have to be turned on by the Administrator and can be viewed or printed on the Administrator’s terminal or printer. 7.2.9 Distribution Lists The system will contain a minimum of 80 distribution lists of at least 25 names each plus "all broadcast." Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. 7.2.10 Message Forwarding Messages may be forwarded to single or multiple destinations with or without introductory comments. Nortel Response: Comply. Vendor Response Requirement Confirm support for this feature. Nortel Response: Copyright © 2007 TEQConsult Group 102
  • 103. Nortel Response to VoiceCon RFP 2008 Comply. 7.2.11 Audit Trail It will be possible for a user to designate a necessary written record of message destination, input time and receipt. This audit trail will be printed on the administrative console together with daily reports. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. The Session Trace utility can be used to perform this function. Audit trail of message do not occur automatically, but have to be turned on by the Administrator and can be viewed or printed on the Administrator’s terminal or printer. 7.2.12 Message Indication The receipt of a message in a mailbox will cause a message-waiting lamp or "stutter" dial tone upon lifting of the station handset to indicate a message­ waiting condition. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. 7.2.13 Identification Code Users accessing the system will input a discrete six-digit identification code which will be positively validated prior to access to their mailbox. Identification codes may be changed by mailbox owner. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. 7.2.14 Message Recovery The mailbox owner accessing the mailbox will be automatically told how many new messages have been received since last access and how many saved messages exist. Upon accessing the messages, the subscriber will have the choice of deleting, skipping or saving a message. Saved messages may only be deleted by the subscriber or by the system administrator. Vendor Response Requirement Confirm support for this feature. Copyright © 2007 TEQConsult Group 103
  • 104. Nortel Response to VoiceCon RFP 2008 Nortel Response: Comply. 7.2.15 Message Reply A mailbox owner may respond to a message input by another system mailbox owner by simply depressing a single key. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. A call to the message-sender is performed with a single key through the telephone interface, desktop e-mail client, or My CallPilot. 7.2.16 Message Review It will be possible for a user to review and edit either an announcement or input a message. Vendor Response Requirement Confirm support for this feature. Nortel Response: Comply. This can be accomplished through the telephone interface or desktop messaging environment. 7.2.17 User Controls A user accessing their mailbox must be capable of the following control functions: 1. Playback messages 2. Skip to next message 3. Cancel review 4. Replay last message 5. Replay faster or slower 6. Pause 7. Append information 8. Forward message (to mailbox or list) 9. Create new answer announcement 10. Increase play-back volume Vendor Response Requirement Confirm support for this feature. Indicate if any function is not supported. Nortel Response: Comply with all items. 7.2.18 System Management Console Copyright © 2007 TEQConsult Group 104
  • 105. Nortel Response to VoiceCon RFP 2008 The system will be equipped with a CRT and printer to provide system management functions. The administrative programs and traffic information secured will be possible during system operation. Traffic reports will be available on customer demand or automatically on a pre-programmed basis in quarter, half or one hour time frames or daily and weekly. At a minimum, they will indicate the following: • Storage space used for announcements or information mailboxes • Storage space used for messages • Maximum storage space used during the interval Vendor Response Requirement Confirm support for this feature. Indicate if any requirement is not supported. Nortel Response: Comply. System Management and Reporting is performed via the CallPilot Manager web browser interface. Reports can be scheduled to run on demand or scheduled. Reporting is performed on 1-hour periods. Announcements and messages are stored in the same file structure. A report is available for total storage utilization. 7.2.19 Traffic Reports Traffic reports will be available on customer demand or automatically on a pre-programmed basis in quarter, half or one hour time frames or daily and weekly. At a minimum, they will indicate the following: • Storage space used for announcements • Total calls answered • Total calls routed to station • Total calls routed to default • Total calls abandoned • CCS use and call count by input Vendor Response Requirement Confirm support for this feature. Indicate if any requirement is not supported Nortel Response: Comply. Total storage for announcements and messages is reported. Reports on calls do not distinguish between those routed to a specific station or a default. 7.2.20 System Changeability It will be possible for the system administrator to add and/or delete mailboxes, change general recordings and perform other administrative duties while the system is in operation. Copyright © 2007 TEQConsult Group 105
  • 106. Nortel Response to VoiceCon RFP 2008 Vendor Response Requirement Confirm support for this feature Nortel Response: Comply. 7.3.0 Networking VoiceCon plans on networking it new HQ messaging system to other VoiceCon locations equipped with messaging systems. 7.3.1 AMIS The proposed messaging system must support AMIS networking standards. Vendor Response Requirement Confirm support for this networking capability. Nortel Response: Comply. 7.3.2 Digital IP Networking The proposed messaging system should support VPIM networking standards. Vendor Response Requirement Briefly describe digital networking capabilities of your proposed messaging system solution. Indicate if VPIM is supported. Nortel Response: CallPilot networking enables users to send, receive, reply to and forward messages to users located at other sites equipped with CallPilot, Meridian Mail, Norstar Voice Mail, Business Communicaitons Manager (BCM), or voice mail products from other vendors. Users would utilize the same commands to send messages via networking as they would to send messages to others on their own system. These sites can be connected through the long distance network, direct distance dialing (DDD), tie lines, digital trunks or via the data network. With CallPilot 5.0 up to 1000 Network sites can be defined, along with up to 1000 Open VPIM Digital Networking sites. In this way, an organization with multiple sites can link their sites for organization-wide voice mail. Copyright © 2007 TEQConsult Group 106
  • 107. Nortel Response to VoiceCon RFP 2008 CallPilot supports VPIM natively. It can support the use of VPIM networking to other internal messaging systems and networking to systems in other organization’s network through VPIM Open addressing. 7.4 Integrated Messaging Application VoiceCon requires that its voice messaging system be fully integrated with its MS Exchange messaging solution to provide unified messaging access from any system termnial/client. Vendor Response Requirement Confirm that the proposed voice messaging system supports this requirement. Briefly describe how the proposed voice messaging system can be integrated with VoiceCon ’s text messaging system, based on a MS Exchange server running the latest version of Exchange, to provide unified messaging system functionality. Station users must be able to view and access all messages (voice, text, fax) from their PC display monitor. Email text messages must be accessable from a telephone using text-to-speech conversion. Nortel Response: CallPilot does not integrate directly with the Exchange server, which makes deployment of unified messaging far less complex. The integration of voice, fax and e-mail messages occurs with an e-mail client plug-in that can be deployed using automated software delivery tools. Voicemails and faxes can be sent directly to a user’s e-mail inbox as well. Nortel’s CallPilot supports Microsoft Outlook 2000/2002 (XP)/2003 client environments. Unified Messaging with CallPilot enables users to send and receive voice, fax, and e-mail messages on their desktop PC with a common user interface. With just a few simple mouse clicks, users can quickly and conveniently access their multimedia messages via CallPilot. CallPilot supports a variety of clients for unified messaging. Three types of clients are available: • Groupware Clients • Internet Mail Clients • Web Messaging Clients With CallPilot Fax Messaging, unified messaging users are able to receive and send faxes from their desktop PC. Users can send faxes from any print-enabled desktop application. CallPilot supports E-mail-by-Phone using text-to-speech. In addition, CallPilot supports ISO character/language recognition. E-Mail-By-Phone (EBP) gives users the following capabilities: • Use Speech-Activated or DTMF commands • Scan through a list of e-mail messages • Listen to the text of an e-mail message Copyright © 2007 TEQConsult Group 107
  • 108. Nortel Response to VoiceCon RFP 2008 • Skip forwards and backwards within a message • Determine whether or not the message contains attachments • Initiate printing of an e-mail on a fax machine • EBP reads message body in the language of origin using ISO Character/Language recognition. The languages supported are: English, Spanish, French, Italian, German, and Dutch. Copyright © 2007 TEQConsult Group 108
  • 109. Nortel Response to VoiceCon RFP 2008 Section 8: Unified Communications VoiceCon desires to conduct a departmental trial of a Unified Communications (UC) solution prior to implementing it across the entire organization. The initial trial is required to support the personal productivity needs of 50 station users situated at the CHQ facility. VoiceCon defines a UC solution as one that supports the following features and capabilities: • Station user programmed call screening, coverage, and routing • Presence management & control • Conferencing tools for audio, data, and video communications • Collaboration tools for desktop screen sharing, management and editing Vendor Response Requirement: Confirm your proposed IPTS communications solution includes a UC option that supports the requirements and capabilities outlined in the following RFP sections, and provide a brief overview of your UC offer. Nortel Response: Nortel offers a choice of Unified Communications solutions: Converged Office with Microsoft Office Communication Server 2007 (referred to herein as simply “OCS”), and Converged Desktop with Nortel Multimedia Communication Server 5100 (MCS 5100). Both offer UC capabilities, using either OCS or MCS to drive multimedia Unified Communications in tight integration with the CS 1000. Converged Desktop with OCS is Microsoft-centric, while MCS Converged Desktop caters to the mixed or non-Microsoft environment. In order to best meet the specific functionality requested by VoiceCon, we propose to deploy Converged Office with OCS. Our responses in the remainder of this section outline how Converged Office meets your requirements. UC Solution Overview Converged Office is a joint solution from Nortel and Microsoft, based on the Innovative Communications Alliance (ICA), an initiative Microsoft and Nortel started in July 2006. The ICA is based on a shared vision for unified communications. The goal of ICA is to accelerate the business-driven transformation of today’s e-mail, voice, video and instant messaging communication silos into unified communications solutions that are rich, intuitive and accessible from any device. These solutions are contextually integrated into business processes and efficiently and securely deployed into existing customer environments. Copyright © 2007 TEQConsult Group 109
  • 110. Nortel Response to VoiceCon RFP 2008 The UC solution from Nortel and Microsoft provides a set of uniquely valued and differentiated products and services with lower total cost of ownership for the enterprise market: • Broad integrated portfolio of telephony, conferencing, messaging and branch solutions. • Software centric integration between Microsoft OCS and Nortel’s communications applications (Communication Server 1000/2100 & Multimedia Conferencing) resulting in feature richness, improved reliability and lower total cost of ownership. • Single soft client. The Microsoft Office Communicator Client (referred to herein as simply the “OC Client”) as a single client for presence, IM, voice/telephony, conferencing and contact center, allows for improved productivity, quicker adoption and lower TCO. Also Office Communicator Mobile (“COMO”) is intended for mobile users. • Consolidated and efficient UC infrastructure. Microsoft Active Directory as single directory and OCS a single presence server for a lower TCO. • Branch solution. Enabling cost effective branch office scenarios by integrating Microsoft mediation server component into Nortel’s branch office secure router technology. • A uniquely qualified services practice with expertise in both telephony and IT. The business-grade telephony capabilities within the ICA Unified Communications solution are based on the Nortel CS 1000, described throughout our response, which provides the benefits of a converged network plus advanced applications and over 750 world-class telephony features. The CS 1000 supports a full range of wired and wireless phones. We have including pricing for the related software elements to support the OCS solution within this bid. However to support the requirements of a departmental trial the customer may wish to take advantage of the ability for a free 180 day OCS trial. Details of this are available at the attached link. http://technet.microsoft.com/en- us/office/bb684921.aspx 8.0.1 UC System Integration Vendor Response Requirements: How do the proposed IPTS and voice messaging systems physically and logically integrate with the proposed UC solution? Nortel Response: The physical connections between the CS 1000 and OCS are via IP across various physical network interfaces as are deployed with the server hardware selected. Logically, the OCS servers drive Microsoft OC Clients and provide the core Presence engine, while the CS 1000 provides the core telephony services including Nortel’s Business Grade Telephony feature set. These two services interact with each other using SIP communications including CSTA SIP TR/87 CTI to enable click-to-call control of CS 1000 telephones from Office Communicator Copyright © 2007 TEQConsult Group 110
  • 111. Nortel Response to VoiceCon RFP 2008 clients. The two systems are completely unified from a dial plan perspective, allowing any combination of CS 1000 and OCS endpoints to interact with each other. Microsoft Active Directory provides the core user database. Nortel CallPilot provides Unified Messaging services, and is accessed through the CS 1000 Media Gateway 1000E. 8.02 Presence Management Vendor Response Requirement: Confirm that presence management is fully integrated into the UC solution. Include a brief description of presence features and functions included with the offering. Indicate if presence management requires a dedicated server or gateway with middleware. Nortel Response: Presence management is fully integrated into the UC solution. The Nortel CS 1000 is tightly integrated via software with OCS, allowing the OC Client to provide telephony presence. The OC Client automatically updates the presence state of a user to accurately reflect what that user is doing, by aggregating presence information from the Microsoft Exchange calendar and the Nortel CS 1000 (i.e. “in a phone call,” “Out of Office”, “In a meeting”). OCS also provides more granular control of “presence levels” allowing the user to control how much information is made available to different groups of users. OCS also supports enterprise directory federation. In these cases, an indicator shows that the contact is from a “federated” relationship with another organization, or with a Public IM network. Presence is a native function of OCS and runs on the OCS servers, which scale from a single server to many based on system size. A service called the Nortel Multimedia Convergence Manager (MCM) is used to facilitate communication between the OCS and CS 1000. The MCM must be run on a separate server. 8.0.3 Instant Messaging Vendor Response Requirement: Confirm that Instant Messaging (IM) is fully integrated into the UC solution. Include a brief description of IM features and capabilities, and also indicate if the integrated IM offer is interoperable with public IM services? Is IM recording supported? Nortel Response: Instant Messaging is a native function of the OC Client and OCS server, and is thus fully integrated into the Converged Desktop solution. Converged Desktop with OCS and the OC Client allow users to initiate and hold IM conversations with Copyright © 2007 TEQConsult Group 111
  • 112. Nortel Response to VoiceCon RFP 2008 individuals, user-defined groups, and corporate distribution groups. Key features include: • The ability to paste text (without losing formatting) and pictures into IMs; • The ability to automatically update presence visible to the IM client by aggregating information from the user’s calendar, their Out of Office “OOF” message, and status of their desk phone; • Contact ‘tagging’ to receive a notification of state changes; • Federated presence. Public IM connectivity is provided to MSN, AOL and Yahoo. IM recording is supported. 8.0.4 UC Clients Vendor Response Requirement: What desktop PC client communications protocols are supported by the UC solution? For example, is a SIP-based client, only, supported or required? Identify the PC’s technical specifications required to support the UC client. Provide as an attachment a graphical illustration (PPT format, only) of a typical UC screen shot that is representative of your UC offering. Nortel Response: OCS supports and is driven by SIP communications to the desktop. The primary client for our solution is the Microsoft Office Communicator (OC) Client. The Nortel CS 1000 is tightly integrated with OCS allowing Office Communicator to make and receive calls to/from any analog, digital or IP phone on the CS 1000 and the public voice network; to provide remote call control between the desktop phone and Office Communicator, enabling click to call from desktop applications to existing, familiar analog, digital or IP desk phones; and to provide telephony presence. This is a software-only interface which extends the CS 1000’s telephony features and reliability to OCS. The following UC clients are supported: • Microsoft Office Outlook, Outlook Web Access, Outlook Mobile and Outlook Voice Access for Microsoft Exchange Unified Messaging Mailbox (note that Microsoft Exchange is not a part of our proposed solution). • These provide an integrated user experience across these UC clients and broad set of digital and wired and wireless IP phones supported on CS 1000. For example: • The Nortel IP Phone 1100 series of desktop IP Clients which includes support for high-resolution graphical displays, USB, Gigabit Ethernet and Bluetooth (selected models), a local secure tools menu for simplified administration along with a sleek, cutting-edge ergonomic design. • The Nortel IP Phone 2007, an IP color touch screen display phone, which offers a fully bitmapped, pixel based, 5.7" diagonal display offering multimedia capabilities Copyright © 2007 TEQConsult Group 112
  • 113. Nortel Response to VoiceCon RFP 2008 • The Nortel IP Audio Conference Phone 2033, a state-of-the-art, full duplex, hands-free, IP audio conference phone • The Nortel WLAN Handset 2200 series, specifically designed for mobile workplace use within a facility using 802.11b Access Points (APs) in a wireless LAN. • The Nortel 1535 desktop video phone with WiFi capabilities • The LG-Nortel IP Phone 8540 optimized for Office Communications Server 2007 and Office Communicator 2007 and including a standalone phone, a USB handset and wireless ear bud. 8.0.5 Client Control Vendor Response Requirement: Can the PC client be used to access and implement IPTS telephony features for control of the desktop telephone instrument? Nortel Response: The PC client (OC Client) can be used to make and answer calls on the desktop telephone instrument. The phones can be analog, digital or IP; and only a single client (the OC) is required, whereas some other solution require two clients. Once a call is established, the OC client can control the call, including placing and removing the call on hold, blind and consultative transfer, and terminating the call. The OC client can be used to establish call forwarding on the desktop phone. Incoming calls to a desktop phone can be answered by the OC client, even if the user is remotely located away from the telephone. 8.0.5.1 Call Routing Control Call coverage and routing control should include, at minimum, the following programming parameters: • Caller priority level; • Current station status • Available route-to devices (desktop telephone instrument, mobile teleworking client, wireless handset, cellular handset, et al) • Time-of-day/day-of-week Vendor Response Requirement: Describe how the client GUI is used to screen, manage and route calls on a customized basis. Confirm that the above programming parameters are supported as part of the call routing control mechanism. Nortel Response: Microsoft Office Communications Server 2007 provides simultaneous ringing and call forwarding of incoming calls based on user’s preferences (ring/forward to voice mail, to mobile, to another contact or any other number). While the OCS Copyright © 2007 TEQConsult Group 113
  • 114. Nortel Response to VoiceCon RFP 2008 UC solution does not itself provide call routing on the other specified criteria, Nortel can supply additional capabilities in this area through the deployment of solutions such as the Integrated Call Director (ICD). The ICD can, among other features, direct calls based on time-of-day and day-of-week. 8.0.5.2 Voice Portal Station uses should be able to use their telephone instrument to perform the following functions via voice commands: • Set presence status and preferred phone • Access unified messaging system for voice and email messages • Access MS Outlook for contact lists, calendar, tasks, and other personal folders • Initiate or join scheduled and ad-hoc voice or web conference calls with predefined workgroups Vendor Response Requirement: Describe voice portal features and functions available with the proposed UC solution, specifically addressing each of the listed voice command capabilities. Also identify other voice command operations supported by UC solution. Nortel Response: Our solution includes Nortel CallPilot Unified Messaging, which includes a voice command portal that allows access to voice and email messages. Email messages can be read to the caller through the CallPilot text-to-speech capability. Nortel also partners with Microsoft to integrate Microsoft’s Exchange 2007 Unified Messaging solution. While we have not included this in our proposal to VoiceCon, it can provide many of the other voice portal features you specify. Based on the importance of those features compared to other attributes, we can modify our offer to include this component if you so desire. 8.0.5.3 Text-to-Speech The proposed UC solution should support a text-to-speech feature that converts text messages to speech format for access from various voice terminal devices such as desktop telephones and mobile handsets. Vendor Response Requirement: Confirm the proposed UC solution supports text-to-speech and briefly describe the communications operations it supports. Nortel Response: Copyright © 2007 TEQConsult Group 114
  • 115. Nortel Response to VoiceCon RFP 2008 Nortel CallPilot, described in full in our response to the messaging portion of this RFP, provides this capability. 8.0.6 Mobile Clients Vendor Response Requirement: What mobile clients are supported (Windows Mobile, Blackberry, et al)? What functions and operations can be supported on these mobile clients? Nortel Response: The Microsoft Office Communicator Mobile extends OCS services to the mobile environment. It offers a set of data capabilities and shares a consistent look and feel with the desktop OC Client, while voice services are provided through the cellular functions of the smartphone device. Blackberry also offers an OCS­ interoperable data-only client. In both cases, UC functions such as presence, instant messaging, and directory access are provided through the client, while voice is handled over the cell network. Nortel offers a family of WiFi telephony handsets and SIP dual-mode clients for Windows Mobile 5, Blackberry, and other mobile clients that extend telephony and access to the UC community to mobile environments. These include: • Mobile Communication Client 3100 (MCC 3100) provides SIP-based single- and dual-mode communications on Blackberry and Nokia devices including access to • IP Mobile Softphone 2050 (a.k.a. Mobile Voice Client 2050) operates on various PDAs supporting Windows Mobile. • WLAN Handset 6100 and 2200 series provide mobile communications in a WiFi environment. 8.0.6.1 Mobile Security Vendor Response Requirement: What security features are supported for mobile clients? Nortel Response: Security capabilities vary based on the mobile client in use. Blackberry solutions include embedded Blackberry security through the use and deployment of the Blackberry Enterprise Server (BES). Windows Mobile clients support the use of an IPSec VPN client. We highly recommend the use of Nortel’s VPN client for all IP-based remote access applications including VoIP. In fact, Nortel offers the industry’s only WiFi handset with integrated VPN capabilities. Nortel’s VPN Gateway portfolio is a remote access security solution that extends the reach of enterprise applications to remote employees, partners, and customers. By leveraging the native capability of widely deployed SSL enabled Web browsers, while also supporting traditional IPSec VPN access, Nortel’s VPN Copyright © 2007 TEQConsult Group 115
  • 116. Nortel Response to VoiceCon RFP 2008 Gateway offers the industries most flexible and cost effective secure remote access solution on the market today. 8.0.6.2 Web Client Vendor Response Requirement: Is a Web-based client supported? If so, briefly describe its features and capabilities and how it differs from the standard UC client. Nortel Response: The Microsoft Office Communicator Web Access provides users with access to core instant messaging and presence capabilities via a Web browser. This enables information workers who cannot use the desktop version of the OC Client – for example, while working at an Internet kiosk, on an operating system other than Windows® or on a locked-down desktop – to retain access to essential features that share a consistent look and feel with the desktop client. 8.0.7 Microsoft Integration Vendor Response Requirement: What is the level of integration with Microsoft Outlook, Office and Active Directory? Is the proposed UC solution compatible with the scheduled Microsoft Office Communications Server (OCS) solution? Describe any hardware/software requirements and options required to integrate with the Microsoft solutions. Nortel Response: Nortel’s Converged Desktop solution provides the highest possible level of integration with Microsoft Outlook, Office, and AD, because those Microsoft products are in fact a key part of the solution, as opposed to some solutions which merely coexist with Microsoft components. With our proposed solution, Microsoft OCS is the multimedia solution. Through integration with Microsoft Office system applications such as Word, Excel, SharePoint and Outlook, as well as LOB applications, OCS makes presence information and UC capabilities available from within applications that workers use every day, further streamlining communications and collaboration. With Microsoft Office Outlook or Outlook Web Access, a Scheduling Assistant provides visual guidance on the best dates and times to meet. Integration with Windows Mobile 6.0 allows users to access, search and manage their e-mail and calendars directly on their mobile devices. Hardware (server) requirements for OCS vary based on the scale of the OCS implementation undertaken. For a 50-user trial, a single server OCS Standard Edition implementation will more than meet your needs. A service called the Copyright © 2007 TEQConsult Group 116
  • 117. Nortel Response to VoiceCon RFP 2008 MCM (Multimedia Convergence Manager) is used in communication between the OCS and CS 1000. The MCM can be loaded directly on the OCS server, thereby not requiring an additional server, or can be deployed on a separate server if system capacity needs dictate. 8.0.8 IBM Integration Vendor Response Requirement: What is the level of integration with IBM Lotus Sametime, Lotus Quickr, and Lotus Web conferencing? Describe any hardware/software requirements and options required to integrate with the IBM solutions. Nortel Response: As previously noted, Nortel offers a choice of UC solutions. For VoiceCon, we are proposing our Converged Office solution which tightly integrates the Nortel CS 1000 and Microsoft OCS. This solution does not integrate directly with IBM software. If your requirement for IBM integration is significant, we can provide our MCS 5100 UC solution with Converged Desktop. The MCS 5100 includes the Lotus Integrated Client which provides UC functionality integrated within Lotus Notes. MCS 5100 can also integrate with Lotus Sametime IM, thereby allowing the user to utilize the UC capabilities of the MCS 5100 and CS 1000 while still maintaining connectivity and communication with other colleagues in the Sametime environment. 8.1 Conferencing & Collaboration 8.1.1 Ad Hoc Conference Vendor Response Requirement: Is ad hoc and meet me audio/video conferencing supported? Briefly describe how such a conference is established and managed. Nortel Response: Desktop point-to-point video, desktop Ad hoc and Meet Me video conferencing and desktop to boardroom based systems (e.g. Polycom) are supported. OCS supports point-to-point, ad hoc and meet-me audio video conferencing as part its base software. Additionally Nortel can support Meet Me conferencing for external parties via the Nortel Multimedia Conferencing system. With Nortel’s Multimedia Conferencing, conferences can be initiated from any client, whether a local or remote telephony client (including any POTS or cellular telephone), or a soft-client including an OCS client. Each user is given his/her own personal access code and chairperson password. To hold a conference, the chairperson provides their unique access code to all expected participants such that all participants dial into the conference bridge (whether using a soft client, Copyright © 2007 TEQConsult Group 117
  • 118. Nortel Response to VoiceCon RFP 2008 an IP phone or cell phone) and provide the given access code. This establishes the audio conference. The chairperson, if using a video-capable client (OC Client) can then easily escalate the conference to video. A conference can also be easily and quickly initiated via the user on their OC Client using the “Share Information Using Live Meeting” function, or by the user via the Live Meeting Client using the “Meet Now” option. Also supported is a “mini-telepresence” solution using Microsoft’s RoundTable, a powerful complement for ad hoc conferencing. RoundTable is a table-top device, not much bigger than a traditional speaker phone at the base. It can be connected to a standard PC to offer synchronized voice and video conferencing. The device creates a 360-degree, panoramic video of side-by-side images of everyone who is taking part in the conference. It tracks the flow of the conversation, so the image and voice of the person who is speaking are spotlighted. 8.1.2 Scheduled Conference Vendor Response Requirement: Can an individual station user schedule an audio/video conferencing session and reserve conferencing services as needed? Briefly describe how such a conference is established and managed. Nortel Response: Users can schedule conferences through the standard Outlook meeting scheduling interface. Resources are managed based on the users profile set by the service administrator. This provides the ability for an enterprise to oversubscribe the Meet Me Conferencing application thereby lowering total conferencing expenditures. 8.1.3 Host Control Features An audio conference host should access and implement, at minimum, the following features/functions: • View conference participants; • Play roll call of participants. • Mute all lines; • Mute select lines; • Disconnect select participants; • Dial out to bring new participants into the call; • Record conference; • Lock conference; • Initiate a sub-conference. Vendor Response Requirement: Copyright © 2007 TEQConsult Group 118
  • 119. Nortel Response to VoiceCon RFP 2008 Briefly describe available audio conference host control capabilities, and confirm support of each of the above listed features/function (indicating implementation by TUI or Web-based control) Nortel Response: Our solution provides most of the specific features you require, plus many more. Features related to your specific requests include: • Participant roster displayed to all participants or just the chairperson via Office Communicator • Participants and host can query the number of participants • Mute/un-mute all or specific participants via Office Communicator • Eject participant from conference via Office Communicator • Chairperson dial-out to participants • Participants can choose the device that Multimedia Conferencing will call and connect them to the conference (Office Communicator, mobile phone, desktop analog/digital/IP phone, etc.) • On-demand conference recording and playback standard • Per event pass codes (dynamic pass codes) can be assigned by the chairperson for additional security • Chairperson controls include mute/un-mute, lock/unlock, count participants, terminate conference, PIN change • Chairperson can initiate an IM-chat sub-conference where participants can exchange public or private messages. In addition, the following features are included in the solution: • languages supported; English, Spanish, French, German, Korean, Cantonese, Portuguese, Simplified Chinese, and Japanese • Access from any device including SIP, IP, analog, digital, PC clients, and mobile phones • Chairperson can log-in using a telephone and still use Office Communicator to control the conference • Reservation-less conferencing requires no pre-scheduling of conferences – each user is assigned their own unique conference access code • Conference Fast Start can be configured by the chairperson so that others can collaborate prior to the conference chairperson joining the call • Access to whispered help prompts during conferences • Audio emoticons (clapping, laughing, snoring, etc.) • Integration with Microsoft Outlook for conference meeting notices • Single click to join conference from Outlook meeting notice • Escalate IM conversation to an audio or video conference 8.1.4 Web Collaboration Vendor Response Requirement: What form of Web services collaboration is provided for conference calls? Briefly describe how collaboration services are established and managed, including a listing of host control features and functions as they differ from Copyright © 2007 TEQConsult Group 119
  • 120. Nortel Response to VoiceCon RFP 2008 audio-only conference capabilities. Indicate if recording and playback of an integrated audio/Web conference is supported. Nortel Response: Our solution includes Microsoft OCS, which offers Web conferencing with Live Meeting Console as a single client experience for either on-premise/off-premise conferencing. The Live Meeting Console experience is enhanced with the addition of Microsoft Roundtable with integrated 360 degree video. There are two modes, one for document publishing which is well suited for presentations, and the other mode is document sharing which enables users to pass control of a document or application amongst one another. The only requirement for participants who wish to join a web collaboration session is a compatible web browser such as Internet Explorer or Netscape with Active X enabled. Web collaboration sessions can be easily booked by the chairperson, using the Live Meeting add-in for Outlook 2007. This allows the chairperson schedule their call in advance using the familiar Outlook interface, invite all participants and send a calendar with all the relevant details automatically. From the user point of view, they can subsequently access the conference by simply clicking the hyperlink within the calendar invite. This will open the Live Meeting Console and add the users – and chairperson – into the conference call with the minimum of activity. Conference recording is supported, including the audio, video, and web collaboration portions. 8.1.5 Application Sharing Vendor Response Requirement: Is application sharing services supported by the UC solution? If yes list the specific applications. Nortel Response: Application sharing is supported. It enables the chairperson to make changes to the shared application and all participants see the changes dynamically as they occur. There are no restrictions on applications being shared, except that the presenter has to have the application running on his/her desktop. 8.2 UC Architecture Vendor Response Requirement: Briefly describe the hardware/software architecture of the proposed UC solution, including all necessary server and client software requirements. Address in your response the following: Copyright © 2007 TEQConsult Group 120
  • 121. Nortel Response to VoiceCon RFP 2008 • Embedded open industry standards ands specifications, such as SIP, SOA Web services, et al. • Level of design redundancy for both hardware and software elements, network interfaces, and memory storage • Subscriber system capacity and scalability parameters • Capability to support multiple PBXs (IPTS) and remote sites Nortel Response: The Nortel-Microsoft ICA Converged Office UC solution consists of the Nortel CS 1000 and Microsoft OCS. The architecture of the CS 1000 is detailed elsewhere in this response. An Office Communications Server 2007 pool consists of one or more Front End Servers that provide IM, presence, and conferencing services and are connected to a SQL Server database for storing user and conference information. Depending on the pool configuration, the database might reside on the same server. In addition, certain conferencing components might be deployed on the same physical computer, depending on the chosen pool configuration. Both systems support SIP, and all communication between the systems is SIP­ based. Additionally other protocols that are used in Office Communications Server 2007 include the following: ƒ HTTP (Hypertext Transfer Protocol) ƒ C3P (Centralized Conference Control Protocol) ƒ PSOM (Persistent Shared Object Model). ƒ SRTP (Secure Real-time Transport Protocol) ƒ RTCP (Real-Time Control Protocol) The CS 1000E as proposed in our response is fully redundant, as detailed elsewhere in this document. Microsoft OCS can be deployed as redundant or non-redundant. For your pilot of 50 users, we recommend the non-redundant OCS Standard Edition. When you are prepared to expand your deployment across your entire employee base, the fully redundant OCS Enterprise Edition would be appropriate. OCS Enterprise Edition is deployed across multiple servers (the server count being determined by scale requirements) using network load sharing devices such as the Nortel Application Switch to distribute load across the servers. The CS 1000 can scale to 22500 IP telephones and multiple CS 1000 systems can be networked together and transparently provide services to users across the network environment to scale into the hundreds of thousands of endpoints.. OCS can scale to 5,000 users for the Standard Edition, and over 100,000 users for the Enterprise Edition. The UC solution can easily work with multiple CS 1000s at multiple sites, using the Multimedia Convergence Manager (MCM) as a broker to direct requests between systems. Copyright © 2007 TEQConsult Group 121
  • 122. Nortel Response to VoiceCon RFP 2008 8.3 Systems Management UC systems management functions should include, at minimum, the following: • Station user telephone instrument management • Status displays for all UC system components • Audit trails (configuration log) • System resource monitoring (CPU, memory, disk space) • Serviceability, error logging, and tracing features • Storage & Reporting features • Interface for backup and recovery Vendor Response Requirement: Briefly describe UC systems management tools, including hardware/software requirements, and confirm that support for each of the above operations. Nortel Response: Station user telephone instrument management is supported by the CS 1000 management tools, such as EM, TM, and ECM. See section 3 for more details. Status displays for all UC system components is provided by OCS management tools for monitoring and troubleshooting, including: • Enhanced MOM pack, which includes support for new server roles. • A new tracing and logging tool, OCSLogger, for troubleshooting and debugging is available with the Office Communications Server 2007 administrative snap-in. This tool can be used to enable logging, collect and analyze logs, and package logs for sending to Microsoft Customer Support Services. • A new log analysis tool, Snooper, is available from the resource kit tools for advanced analysis of protocol traffic (SIP, CCCP), troubleshooting voice call signaling, and viewing user and conference state information. • A run-time diagnostics module that monitors problems (such as server connection and DNS failures, certificate validation failures, client authentication failures, and domain validation issues) and raises MOM enabled alerts. • More detailed error information conveyed by server and client. Each error is associated with a unique ID, reason, and detailed parameters. • RouteHelper, a resource kit tool that offers an alternative to the administrative snap-in for viewing, modifying, and testing Enterprise Voice number normalization rules, location profiles, voice policy, and routes. • QoE Monitoring Server focuses on the media quality at the endpoints and provides a near real-time alerting and health model and includes standard reports OCS provides auditing capability with an Archiving and CDR Server, which provides the following capabilities: • Archiving of all instant messaging (IM) conversations for all users or for individual users that you specify. Copyright © 2007 TEQConsult Group 122
  • 123. Nortel Response to VoiceCon RFP 2008 • Archiving of call detail records for all users. Messages from the Office Communications Server Front End Server are sent through the Windows Server® Message Queuing service to the Archiving and CDR Server, which uses a Microsoft SQL Server™ database to store archived information. The Windows operating system itself provides tools and reports to monitor CPU, memory, and other related metrics that extend beyond OCS 2007 itself. OCS also provides comprehensive backup & restore capabilities as documented in the Office Communications Server 2007 Backup & Restoration Guide. These capabilities include procedures and tools to backup settings and data as well as steps to restore service to an OCS 2007 deployment. These capabilities extend all 3 levels of settings found in OCS 2007: • Global level settings, which apply to all computers in the forest. • Pool-level settings, which apply to a pool on a Standard Edition server or to all servers in an Enterprise pool. • Computer-level settings (also referred to as machine-level settings), which are specific to each individual computer running Office Communications Server 2007. 8.4 Security What security features and functions are embedded or are available with the proposed UC solution? In your response specifically address each of the following security issues: • Password Access • Authorization • Authentication • Encryption • Certification strategy Nortel Response: Most network communications in Office Communications Server 2007 are encrypted by default. The only exception is the TCP link between a Mediation Server and a basic media gateway. By requiring all servers to use certificates and by using Kerberos authentication, TLS, Secure Real-time Transport Protocol (SRTP), and other industry-standard encryption techniques, virtually all Office Communications Server 2007 data is protected on the network. In addition, role­ based setup makes it possible to deploy Office Communications Servers so that only the services, and the permissions related to those services, are installed as appropriate on each server role. Fundamental security elements in OCS 2007 are as follows: • Active Directory Domain Service provides a single trusted back-end repository for user accounts and network resources. Copyright © 2007 TEQConsult Group 123
  • 124. Nortel Response to VoiceCon RFP 2008 • PKI (Public Key Infrastructure) uses certificates issued by trusted CAs (Certificate Authorities) to authenticate servers and ensure data integrity. • TLS (Transport Layer Security) and MTLS (Mutual Transport Layer Security) enable endpoint authentication and IM encryption. Media streams are encrypted using SRTP. These fundamental security elements work together to define trusted users, servers, and connections. The resulting trust relationships provide the foundation on which rests the entire Office Communications Server 2007 security framework. Active Directory Domain Service functions as the directory service for Windows Server 2003 networks. Active Directory also serves as the foundation on which the Office Communications Server 2007 security infrastructure is built. Office Communications Server 2007 uses Active Directory to store: • Global settings that all Office Communications Server 2007 servers in a forest require. • Service information that identifies the roles of all Office Communication Server 2007 servers in a forest. • User settings. Copyright © 2007 TEQConsult Group 124
  • 125. Nortel Response to VoiceCon RFP 2008 Section 9: Automatic Call Distribution (ACD) Contact Call Center 9.0 Basic ACD Call Center Requirements VoiceCon requires that the proposed IPTS communications solution must support an ACD-based contact call center solution that includes call screening, call prompts, automatic distribution routing, call queuing, announcements, call handling, agent mobility, management and reporting, feature configuration and programming, administration. Vendor Response Requirement: Confirm your proposed communications system can support the listed functional requirements and briefly describe the necessary hardware and software requirements. Indicate if any ACD capabilities are embedded in the IPTS generic software package. Nortel Response: Comply: CS 1000E R5.5 supports embedded an ACD- based contact call center solution that includes call screening, call prompts, automatic distribution routing, call queuing, announcements (with external optional source), call handling, agent mobility, management and reporting, feature configuration and programming, and administration. More advanced contact call center features are available from Nortel Contact Center 6.0 and are required for additional requirements of this RFP as noted in the following. 9.01 Third Party System Integration VoiceCon requires that the proposed ACD solution be able to support third party equipment. Vendor Response Requirement: Confirm that the proposed ACD solution can support each of the following third party equipment options: • Message Board • Interactive Voice Response (IVR) system • Customer Relationship Management (CRM) system • Workforce Management system • Quality Monitoring system Copyright © 2007 TEQConsult Group 125
  • 126. Nortel Response to VoiceCon RFP 2008 Nortel Response: Comply: Nortel CS 1000 R5.5 and Contact Center R6.0, included in this proposal, can support the above third party equipment options. 9.0.2 ACD Station Equipment VOICECON requires that the proposed ACD solution be capable of supporting a mix of terminal equipment for agents and supervisors. Vendor Response Requirement: Confirm that the proposed ACD solution can support a mix of ACD agent/supervisor station equipment that includes analog and IP desktop telephone instruments and PC client soft phones for agent/supervisor voice communications requirements. Nortel Response: Comply: Nortel CS 1000 R5.5 and Contact Center R6.0 supports a mix of terminal equipment for agents and supervisors. The Nortel solution can support a mix of ACD agent/supervisor station equipment including analog (not recommended), IP desktop telephone instruments, and PC client soft phones for agent/supervisor communication requirements. 9.0.2.1 ACD Telephone Instrument Vendor Response Requirement: Briefly identify and describe all desktop telephone instruments and equipment in your portfolio that are designed specifically for ACD agents and supervisors. Nortel Response: Comply: Nortel telephone sets designed specifically for the use as ACD agents and supervisors are; ƒ IP Phone 1150E ƒ M3905 Call Center Telephone 1150E: IP Call Center Telset - is a multi-line, specialty IP Phone designed for ACD and IP Contact Center environments. IP Phone 1150E supports up to twelve line/programmable feature keys* and features seven additional fixed keys dedicated for use by agents or supervisors. IP Phone 1150E includes a high­ resolution, backlit, graphical, grayscale pixel-based display, an integrated USB port for enhanced navigation and entry, integrated Bluetooth agent headset support and integrated Gigabit Ethernet to deliver superior performance and user experience. Copyright © 2007 TEQConsult Group 126
  • 127. Nortel Response to VoiceCon RFP 2008 M3905: Digital Call Center Telset is designed for the specialized needs of call center agents and supervisors. The M3905 includes a direct-connect headset jack for agents, as well as a supervisor port. The supervisor port works in conjunction with the Supervisor Observe button to listen in on an active call, or listen and talk. 9.0.2.2 Supervisor Workstation Vendor Response Requirement: Briefly describe the proposed supervisor workstation solution in your ACD solution proposal, including telephony and ACD-specific feature and functions, toolbars, and report screens. Nortel Response: Comply: Nortel Contact Center Manager Administration is a browser-based thin client that runs on a MS Windows PC. It provides total or partitioned levels of control for the contact center from any IP connection worldwide, including control of: real-time displays, historical reporting, configuration, system monitoring, and user management. The figure below displays the initial screen, which is launched from Microsoft Internet Explorer. Supervisors can accurately track contact center performance, and the level of support provided by an individual as well as by a group of agents. The system’s Copyright © 2007 TEQConsult Group 127
  • 128. Nortel Response to VoiceCon RFP 2008 real-time and historical reporting makes it easy to determine when and how to adjust staffing levels during peak periods and how to forecast business needs and human resources requirements over the long term. Administrators can use the browser-based client to configure the following: ƒ configure contact center parameters ƒ define users ƒ define agents ƒ define supervisors ƒ define skillsets ƒ define contact types ƒ create threshold classes Supervisors and managers can use the browser-based client to access and manage the following: ƒ contact routing scripts ƒ skillsets ƒ agents ƒ supervisors ƒ switch resource acquisition (CS 1000/CS 2000 ports, and SIP Uniform Resource Identifiers [URIs]) ƒ real-time display information ƒ report generation ƒ outbound campaign management information 9.0.3 Remote ACD Station Equipment VoiceCon requires that the proposed ACD solution can support remote agents. Vendor Response Requirement: Confirm that the proposed ACD solution can support remote off-premises IP desktop telephone instruments and/or PC client soft phones for agent communications requirements. Also indicate if your system solution can guarantee Quality of Service levels for PSTN level connections to remote agents. Nortel Response Comply: Nortel supports remote off-premises IP Desktop. For contact centers, where remote and work-at-home agents are employed, the IP Softphone i2050 for Windows PC can be seamlessly integrated into the contact center. Functionality from this softphone is tightly integrated into the Nortel Contact Center Agent Desktop, providing a single location independent interface for inbound / outbound voice calls, Email, Web chat and more. The Nortel IP Softphone i2050 for Windows PC is designed foremost with audio quality in mind. Paired with a Nortel USB Enhanced Adapter and headset for Copyright © 2007 TEQConsult Group 128
  • 129. Nortel Response to VoiceCon RFP 2008 contact center agents, the IP Softphone i2050 for Windows PC delivers superior audio performance with embedded Quality of Service (QoS) to meet the needs of today’s business professional. The CS 1000 system is capable of monitoring and managing QoS performance of IP trunks and IP sets. 9.0.3.1 Virtual Contact Center VoiceCon may require a virtual contact call center solution in the future as it integrates CHQ facilities with other corporate facilities. Vendor Response Requirement: Confirm that your proposed ACD solution can support a virtual call center environment, and include in your response answers to the following questions: • How many remote sites can be supported? • How remote sites are physically and logically supported? • Can call loads be balanced across multiple sites to avoid agents sitting idle at one site while other sites are overloaded? • Are all call center operations transparent across sites for ACD call routing, supervisory and reporting functions, telephony features, and any applications such as call recording? • Can your system guarantee Quality of Service (QoS) at the PSTN level for the voice channel for remote agents, and if so how is this done? • Are remote agents measured, service observed, recorded the same as local agents? Can they be members of the same ACD group, queue, split/skill as local agents? Nortel Response: Comply: Nortel solution supports a Virtual Contact Center • A virtual Nortel Contact Center can include 30 sites networked together. • Nortel remote sites can be networked (configured) in several different ways; • Sites can be nodal instances of a contact center applications (up to 30) on a Windows servers connected to a CS 1000, CS 2X00, or an MCS 5100 distributed locally or geographically. • Remote sites can be 1 or more IP agents and supervisors working remotely to a central contact center application serving a CS 1000, CS2X00, or an MCS 5100. • Remote sites can be a combination of the above two remote deployment types. Call loads can be distributed across the networked or virtual contact center Copyright © 2007 TEQConsult Group 129
  • 130. Nortel Response to VoiceCon RFP 2008 Nortel call center OA&M functions are transparent across sites, including; Network Skill Based Routing (NSBR), management and supervisory functions, reporting functions, telephony features and application capability such as call recording. Nortel offers Quality of Service (QoS) for IP Agents that are connected to the corporations IP network. Additionally, the Nortel IP Softphone i2050 for Windows PC has embedded Quality of Service (refer to section 9.0.3). Remote agents can be recorded, accessed for quality performance and service observed just like local agents. What’s more they can be members of the same skillset, serving queued contacts like local agents. 9.04 Redundancy VoiceCon requires a high level of service availability for its contact center solution. Vendor Response Requirement: What levels of redundancy are embedded into your ACD solution design? Be specific as to ACD call control and routing functions, switched connections, announcements, and MIS reporting capabilities. Identify if redundancy is based on fully duplicated or load sharing hardware or software elements. Nortel Response: Comply: Nortel supports ACD solution redundancy CS 1000 Capability; Should call processing applications within the Nortel Contact Center fail, default operations within the CS 1000 will continue to process ACD calls. In the event communication with the Contact Center Manager controlling application is interrupted, default routing specified for the CDN will direct each call. No calls will be lost. Nortel Contact Center Server Capability; Advanced resiliency features for Nortel Contact Center include options to replicate servers to operate within a contact center network or the ability to configure an alternative contact center site (known as a “failover” site) for maximum business continuity security. Alternative operational sites in geographically distributed configurations can replicate primary sites so that if a disaster causes a total outage at the primary site, the alternative site can start quickly. Remote IP agents are an important consideration for disaster recovery configurations. A replication site can include all the capability of the targeted primary site, from contact recording to routing capabilities. Redundancy options for individual servers in a single location address the problem of a single component failure within a site. A separate local stand-bye server keeps a hot stand bye server current by replicating each transaction. If a failure occurs, users are automatically or manually redirected to the standby Copyright © 2007 TEQConsult Group 130
  • 131. Nortel Response to VoiceCon RFP 2008 server (this can include Contact Recording). Additionally, the Nortel Contact Center application software is certified and tested on the Stratus ftServer. This server employs a fault tolerant architecture where two complete parallel servers run in lock-step. This architecture also includes redundant operating system images as well as hardened drivers. 9.1 ACD Contact Call Center Parameters VoiceCon requires an ACD contact call center capability to support the following basic parameters: • 115 active and 200 configurable agents with workstations • 5 active and 10 configurable supervisors with workstations • 15 agent groups/splits • 50 integrated announcements with scripts Confirm the proposed communications solution can satisfy these parameter requirements, and complete the following table. Nortel Response Complies Maximum # Configurable Agents with 10,000 nodal and 300,000 workstations networked Maximum # Active Agents with 3,350 nodal and 100,000 workstations networked Maximum # Configurable Supervisors 600 nodal and 18,000 networked w/workstations Maximum # Active Supervisors w/workstations 350 nodal and 10,500 networked Maximum # Splits/Groups 1000 Skillsets per Node each Agent can be assigned up to 100 Skillsets Standard MIS Reports # Real Time 9 std. real time templates with up to 6 types of displays highlighting 20+ statistics in each. Displays can be totally customized including: data filtering, real-time properties (refresh, thresholds) , and display formats; tabular, graphical or a combination. # Historical Over 110 standard/historical reports, many customization options including, a report creation wizard or any third party ODBC compliant report-writer. All historical data can be accessed via standard SQL/ODBC commands and is published in our data dictionary. # Exception Exception thresholds are applied to Copyright © 2007 TEQConsult Group 131
  • 132. Nortel Response to VoiceCon RFP 2008 the real-time reporting templates and are also customizable. Can be set, high and low against 6 types of thresholds highlighting 20+ statistics. Customized "Threshold Classes" can be configured allowing hundreds of Exceptions. 9.2 Basic ACD Features The proposed ACD solution should include, at minimum, the following basic features: • Agent mobility (e.g. login at any terminal); • Multiple Agent Groups • Call Flow • Applications/Skills-based Routing • Priority Queuing • Call Overflow and Interflow • Redirect on No Answer • Predictive Overflow • Recorded Announcements • Music between Recordings • Dial out of Queue • Work codes • Work timers • Make Agent Position Busy • Agent Help Request to Supervisor • Silent Monitoring – Split Monitoring: Supervisor & Agent • Silent Monitoring – Split Monitoring: Supervisor, Agent and Caller • Threshold Alerting • Queue status Vendor Response Requirement: Confirm that the proposed ACD solution supports each of the listed features/functions, identifying any feature/function not supported: Nortel Response: Comply: Nortel’s ACD solution supports each of the listed features/functions with further explanation for Silent Monitoring. o Silent Monitoring – Split Monitoring: Supervisor & Agent - The Agent Observe feature enables a supervisor to listen to an agent's conversation Copyright © 2007 TEQConsult Group 132
  • 133. Nortel Response to VoiceCon RFP 2008 with or without being heard by the parties on the call. However the supervisor is unable to listen to the agent only. o Silent Monitoring – Split Monitoring: Supervisor, Agent and Caller - The Agent Observe feature enables a supervisor to listen to an agent's conversation with or without being heard by the parties on the call. In addition, Nortel Remote Agent Observe can enable supervisors to easily observe agents from virtually anywhere using any DTMF-capable phone. 9.3 Call Flow At minimum the proposed ACD contact call center solution must be able to provide call control, screening, and routing based on: • Incoming Trunk Group • ANI, DNIS, or CLID • Call Volume • System Performance Criteria • Priority Queuing • Call Prompts Vendor Response Requirement: Confirm that the proposed ACD solution supports each of the listed call control criteria and briefly describe how supervisors/administrators create and develop scripts for incoming call flow operations. Nortel Response: Comply: Nortel’s ACD solution supports each of the listed control criteria. Call control is managed by the Contact Center Manager (CCM) within its contact scripts. The goal of scripting is to perform intelligent routing of calls and contacts based on criteria like the requirements listed; • Incoming Trunk Groups – Nortel can utilize information regarding the trunk route to determine the call treatment and routing of the call. For example; a trunk value can be equated to the route number of the current call. If some routes are more expensive than others, you can use an intrinsic to ensure that calls from expensive routes are treated quickly. • ANI, DNIS, or CLID – Nortel can utilize information regarding who the customer is and what number the customer dialed (DNIS) to determine the call treatment and routing of the call. • Call Volume – Call volume criteria can be used to determine the call treatment and routing of the call. The system will consider information about time of day, call counts, speed of answer, contact rate and more. • System Performance - Performance Criteria can be used to determine the call treatment and routing of the call. The system will consider information about Copyright © 2007 TEQConsult Group 133
  • 134. Nortel Response to VoiceCon RFP 2008 agent counts, idle time, call forwarding, hold time, queued calls and more. • Priority Queuing – Priorities can be assigned contacts in order to influence the importance the system places on the contact. The system will consider information about Position In Queue, Priority In Queue, Queued Call Count, Age Of Call and more. What’s more priorities can be given to specific contacts to quickly advance them in the routing process or to route them to a specified agent. • Call Prompts - Call prompts can be provided through scripted call treatments that request voice services from an Integrated Voice Response (IVR) application like our MPS 500 system or a Unified Messaging system like CallPilot. Information collected can be used to control the call flow. The proposed solution includes the CallPilot system for voice services to the contact center and the CS 1000 system. Scripts are created from script building blocks using Script elements, Script, Intrinsics, and Variables using Nortel Contact Center 6.0 scripting tools that make viewing, creating, and editing scripts easy: ƒ the Script Manager ƒ the Web Scripts Editor ƒ the Scripts Commands Reference 9.3.1 Routing & Queuing Vendor Response Requirement: Confirm the proposed ACD solutions can support, at a minimum, each of the following call flow routing & queuing decision criteria, identifying any not supported. • First In/First Out (FIFO) • Time of day (TOD) / Day of week (DOW) / Day of year (DOY) • ANI/DNIS/CLID • Originating call by voice terminal type, i.e., cell phone or payphone • Call prompt response • Number of calls in queue • Abandoned Calls • Longest held call in queue • Estimated wait time • Available agents (number, skill) • Agent idle time • Agent handle times • Caller directed routing Nortel Response: Comply: Nortel solution can support all the routing & queuing decision criteria. Copyright © 2007 TEQConsult Group 134
  • 135. Nortel Response to VoiceCon RFP 2008 9.3.2 Agent Skills Vendor Response Requirement: Confirm that the proposed ACD solution supports skill-based routing, and identify: • Total number of programmable skills; • Number of programmable and active skills per agent; • Number of programmable and active multiple group assignments; • If an agent can add/delete their skill assignments; Nortel Response Comply: Nortel supports skill-based routing with the following details: • Total number of programmable skills – Nortel offers 1000 skillsets per system. • Number of programmable and active skills per agent – Each agent may be assigned up to 100 skill sets with a settable priority of 1 to 48 for each assigned skillset. A contact that requires a certain skillset is presented to the next available agent with the highest priority for that skillset • Number of programmable and active multiple group assignments - The advantage of Nortel Contact Center 6.0 is skillsets are assigned to individual agents rather than to groups of agents. Agents are therefore defined as individuals, with individual capabilities and parameters rather than taking on the characteristics of a group. • If an agent can add/delete their skill assignments – An Agent given the “Supervisor/Agent” user type would be allowed to add/delete/change skillset assignment themselves. 9.3.3 Customer Preference Vendor Response Requirement: Confirm the proposed ACD solution supports customer preference call routing and queuing capabilities, and briefly describe the process how incoming callers can control their call flow. Nortel Response: Comply: Nortel supports customer preference call routing and queuing capabilities. Nortel provides several ways that a customer can direct their call flow. In each case, the contact center provides predetermined choices appropriate to the caller. This is done through a prompt and response method available through either the CallPilot or MPS 500 products. The scripting language directs the call to the appropriate treatment within the CallPilot or MPS 500 product and then collects the customer response. The script then translates the response to assign the call to a queue and can even assign a priority derived from the response. Copyright © 2007 TEQConsult Group 135
  • 136. Nortel Response to VoiceCon RFP 2008 Note: It is also possible to direct a specific contact (voice call, Email,Web Chat, etc.) to a specific agent. Optionally, Nortel can provide a capability for the caller to select an agent by name; this is sometimes referred to as “Dial-by-name” 9.4 Call Processing Functions Provide brief answers to each of the following questions regarding the proposed ACD solution call processing features and operations. 9.4.1 Describe how call control and agent handling methods can be administered locally and changed on demand if necessary in response to system activity. Nortel Fully Complies – The Nortel Contact Center Administration function is operated from a desktop PC thin client product that can be used anywhere a secure IP connection can be made. A supervisor can easily manipulate the assignment of agents to skillsets and a priority associated with that assignment. Additionally, the scripting utilized to provide call flow is easily edited from the same thin client. 9.4.2 How many priority levels can be assigned incoming calls? Can priority level be changed while it is in queue based on system factors, i.e., time in queue, available agents, etc.? Nortel Fully Complies – Calls queued to a skillset in a Nortel Contact Center can be assigned a priority range of 1 to 6 by the scripting language. The call can be reprioritized or even re-queued based on changing system conditions. 9.4.3 How many callers can concurrently listen to a particular ACD recorded announcement? Is the number based on origin of the announcement, i.e., internal or external to ACD system? Nortel Fully Complies – A Single Call Pilot Port can broadcast a recorded announcement to up to 50 waiting Callers simultaneously. Up to 96 Call Pilot Voice Ports can be dedicated Contact Center virtually housing thousands of announcements which can be played back to callers based on internal intrinsics , including call origin, time of day, estimated wait time etc. The total number of announcements is not tied to the origin of a call but rather disk storage. 9.4.4 Can announcements played for a caller be defined as “uninterruptible” even when agents are available to handle the incoming call? Nortel Fully Complies – Announcements played to a caller as a scripted call treatment are uninterruptible by default. The script must specify INTERRUPTIBLE as an optional parameter in order to make the announcement interruptable. Copyright © 2007 TEQConsult Group 136
  • 137. Nortel Response to VoiceCon RFP 2008 9.4.5 Describe all available and standard automated prompt features that a caller would have to listen and react to for call screening and routing procedures. Nortel Fully Complies – Two approaches to screening can be utilized, front end screening or scripted screening. The calls made to the contact center can be directed to the Call Pilot or MPS 500 as a front end process. Both of these products are very flexible and can provide screening processes to discourage unwanted callers or direct the callers to Internet web sites. There is no set or standard recordings that must be used. These systems are very flexible, providing a completely customized screening process Nortel’s scripting language provides a very flexible approach to call screening from within the contact center application. A simple approach to screening can be to play a series of announcements to the caller encouraging disconnects from misdirected callers, people without the right information on hand or customers who might prefer the corporate web site. The scripting method could also request IVR services for the caller, screening them and routing the desired callers to the correct skillsets. 9.4.6 Can callers maintain their position in queue while interacting with an IVR? Nortel Fully Complies – The call holds its position in all of the queues that it was in prior to the IVR command. As an alternative, the INTERRUPTIBLE option can be used to interrupt the IVR treatment when, for example, an agent becomes available to take the contact. If the contact is queued before the IVR command is used and the INTERRUPTIBLE option is used, then the session is interrupted when an agent becomes available to take the contact. . 9.4.7 Describe any other unique call routing features available on your ACD system that you believe VoiceCon would be interested in knowing about. Optional feature; Nortel’s Contact Center offers an Open Queue architecture that provides integrated routing and queuing for any external multi-media transacation this includes Emails and Web services. That means multimedia communication channels queued to the same agents and skillsets utilizing the same scripting language. Routing for Web services include; routing based on the originating page, customer supplied information, URL, and navigation trace information (where you have been). Web services to be routed include Chat requests, call back requests (click-to-call - immediate or scheduled) and co-browsing (two way page push), Routing for Email services include; routing on key words and phrases, route by originating email, and junk mail blocking. Copyright © 2007 TEQConsult Group 137
  • 138. Nortel Response to VoiceCon RFP 2008 9.5 Supervisor Functions The proposed ACD solution must be able to support supervisor positions to monitor and assist call agent positions, monitor and review system performance, and administer ACD functions and operations. Provide answers to each of the following supervisor function requirements. 9.5.1 Describe how a supervisor can remotely monitor an agent. Indicate if the agent is notified by the system if they are being monitored by a supervisor, and specify the type of notification signal. • Nortel Fully Complies – A supervisor can use the Agent Observe feature to listen to an agent’s conversation with or without being heard by the parties on the call. An optional tone is available to alert the agent and, if desired, the customer that the call is being monitored. The observing supervisor can also enter the call and form a conference. 9.5.2 Can a supervisor assist an agent during an active call, and if so can the agent received prior notification this is about to occur. • Nortel Fully Complies – A supervisor can use the Agent Observe feature to listen to an agent’s conversation and enter the call and form a conference. An optional tone is available to alert the agent that a supervisor is listening and may enter the call. What’s more since both agent and supervisor can use PC desktop applications, IM’s may be used to warn the agent that a supervisor is about to enter the call. 9.5.3 Identify and briefly describe reports that are available to a supervisor via their PC monitor. Attach samples of available display screenshots. Supervisor Historical Reports and Real-time Displays – Nortel Fully Complies Advanced reporting capabilities can help assess staffing requirements, control operating costs, generate additional revenues, and, most importantly, enhance service to customers. These reports can be real- time or historical reports. What’s more they can be “consolidated” across networked / virtual contact center environments. Consolidated real-time reports Contact center administrators, managers, and supervisors can access real-time consolidated reports of the entire network, some of these are: ƒ Consolidated Agent Position Status Count - This display shows the number of agents in various states in skillsets across the network such as • the number of agents in service (logged on) • the number of agents waiting to receive calls Copyright © 2007 TEQConsult Group 138
  • 139. Nortel Response to VoiceCon RFP 2008 • the number of agents not ready to receive calls • the number of agents currently handling skillset calls ƒ Consolidated Application Display - The Consolidated Application Display monitors the performance of all applications in the network and displays the following information: ƒ number of calls waiting ƒ number of calls arrived ƒ number of calls answered ƒ number of calls abandoned ƒ service level ƒ average answer delay ƒ Consolidated Skillset Display - The Consolidated Skillset Display monitors the performance of all skillsets in the network and displays the following information: ƒ average answer delay ƒ service levels ƒ number of calls answered ƒ number of calls waiting Example Real-time Displays Copyright © 2007 TEQConsult Group 139
  • 140. Nortel Response to VoiceCon RFP 2008 Consolidated historical reports Contact Center administrators, managers, and supervisors can access many consolidated historical reports of the entire network: ƒ Network Call-by-Call Statistics ƒ Network Consolidated Application Performance ƒ Network Consolidated DNIS Statistics ƒ Network Consolidated Incoming Calls ƒ Network Consolidated Outgoing Calls ƒ Network Consolidated Route Performance ƒ Network Consolidated Skillset Call Distribution ƒ Network Consolidated Skillset Performance ƒ Network Site and Application Properties ƒ Network Skillset Routing Properties ƒ Network Table Routing Properties ƒ Nodal Consolidated Application Delay Before Abandon ƒ Nodal Consolidated Application Delay Before Answer ƒ Nodal Consolidated Application Performance Example Historical reports; Copyright © 2007 TEQConsult Group 140
  • 141. Nortel Response to VoiceCon RFP 2008 Copyright © 2007 TEQConsult Group 141
  • 142. Nortel Response to VoiceCon RFP 2008 Copyright © 2007 TEQConsult Group 142
  • 143. Nortel Response to VoiceCon RFP 2008 9.5.4 How often is data updated on supervisor monitor display? Real-time display refresh rate - Nortel Fully Complies Real-time displays can be configured to refresh as often as every half second. Each type of statistic used in real time reporting is collected in two different ways—interval-to-date and moving-window. The interval used for interval-to-date calculations is user-configurable in fifteen minute increments from 15 minutes to 24 hours. The interval used for moving window calculations is predefined to be10 minutes. 9.5.5 Describe the various display screens a supervisor would have access to for real time management operations. Include an explanation for each screen field. Specify if any of the following agent performance metrics are displayed: service level; quantity and time of calls in queue; average speed to answer; number of agents staffed to handle calls; and identity* any other available performance monitoring capabilities. Copyright © 2007 TEQConsult Group 143
  • 144. Nortel Response to VoiceCon RFP 2008 Consolidated real-time reports – Nortel Fully Complies Contact center administrators, managers, and supervisors can access real-time consolidated reports of the entire network, some of these are: ƒ Consolidated Agent Position Status Count - This display shows the number of agents in various states in skillsets across the network such as • the number of agents in service (logged on) <- number of agents staffed to handle calls and identity • the number of agents waiting to receive calls • the number of agents not ready to receive calls • the number of agents currently handling skillset calls <- number of agents staffed to handle calls and identity ƒ Consolidated Application Display - The Consolidated Application Display monitors the performance of all applications in the network and displays the following information: ƒ number of calls waiting <- quantity and time of calls in queue ƒ number of calls arrived ƒ number of calls answered ƒ number of calls abandoned ƒ service level <- service level ƒ average answer delay <- average speed to answer ƒ Consolidated Skillset Display - The Consolidated Skillset Display monitors the performance of all skillsets in the network and displays the following information: ƒ average answer delay ƒ service levels <- service level ƒ number of calls answered ƒ number of calls waiting <- quantity and time of calls in queue Copyright © 2007 TEQConsult Group 144
  • 145. Nortel Response to VoiceCon RFP 2008 Real-time displays can have the following formats: ƒ Grid (or tabular) displays These displays use a table format with the statistics appearing in rows and columns. ƒ Chart displays These displays summarize statistics in the grid displays using bar charts or pie charts. Copyright © 2007 TEQConsult Group 145
  • 146. Nortel Response to VoiceCon RFP 2008 ƒ Agent maps Agent maps show all the agents to whom the supervisor has access in the center in a single graphical display. ƒ Billboards Billboard displays show a single statistic that requires close monitoring. Billboards display the statistic as a large colored number that updates every 5 seconds. Copyright © 2007 TEQConsult Group 146
  • 147. Nortel Response to VoiceCon RFP 2008 ƒ Collections A collection display is a group of real-time displays that appear in one window for simultaneously viewing statistics. Copyright © 2007 TEQConsult Group 147
  • 148. Nortel Response to VoiceCon RFP 2008 ƒ Billboard collections A billboard collection is a group of data windows that can include up to 25 billboard displays. Contact center supervisors can apply color schemes, add custom formulas to graphical displays, and insert or remove statistics columns in grid displays. 9.5.6 Can a supervisor perform drag and click system management programming from their monitor, and if so briefly describe available management features and operations. Specify if a supervisor can perform real time reconfiguration of call flows and agent skills assignments. Drag and Click System Management – Nortel Partially Complies The Nortel Contact Center does not Provide a Drag and Click interface that controls call flow. However, Nortel’s Contact Center Manager Administration (CCMA) allows supervisors to reconfigure call control and agent to skill set assignments in real time, change call flows, and view details of orphaned calls while retaining the supervisor’s settings regardless of log-on location. The CCMA is Nortel’s browser based GUI administration tool that provides the following functions: Copyright © 2007 TEQConsult Group 148
  • 149. Nortel Response to VoiceCon RFP 2008 - Access and Partition Management - Contact Center Management - Real-Time Reporting - Historical Reporting - Configuration - Call Flow Scripting - Outbound Campaign Management - Audit Trail Nortel does have a drag and click interfaces related to the IVR product MPS 500. The MPS500 is often used to build advanced contact center solutions. Nortel refers to it as the Service Creation Environment (SCE). The SCE does manipulate the call flow in the IVR product and it is currently being extended (developed) to the Nortel Contact Center, providing one GUI for both product. 9.5.7 Can supervisors log-out an agent remotely? Supervisor Forcing Agent Logout – Nortel Fully Complies Nortel provides the ability for supervisors to remove agents from skill sets in real-time. This functionally removes the agent from the contact center. In addition, a supervisor can direct the system to automatically log out an Agent after failing to answer a call. In this scenario , a call is presented to an Agent who fails to answer the call after a set number of seconds, the call is returned to queue and the Agent is automatically logged out and no further calls are presented to that Agent. 9.5.8 Can supervisors force a group into night handling? Supervisor’s Forced Night Handling – Nortel Fully Complies Nortel provides the real-time ability for supervisors to move any skillset into night mode. This functionally is accomplished through the Contact Center Manager Administration thin client and can be done from any location where a secure Internet connection can be made. 9.5.9 Can supervisors monitor and observe agents by agent ID? Can they listen and talk to an agent during a conversation: Can the entire customer experience be monitored, including announcements, music, etc.? Supervisor Monitoring – Nortel Complies with explanation Nortel provides the ability for supervisors to monitor agents through the Remote Agent Observe feature selecting agents by their ID is one of the options available for that functionality. The supervisor can enter the conversation when required or IM the agent, or simply call them on the supervisor/agent keys. The remote agent observe function is not designed to monitor the entire customer call, only the time the call is connected to the agent. Copyright © 2007 TEQConsult Group 149
  • 150. Nortel Response to VoiceCon RFP 2008 However, by using the Nortel Contact Recording and Quality Monitoring Platform, supervisors have the ability to record inbound trunks thus capturing the entire Customer experience including announcements music etc… 9.6 Agent Functions The proposed ACD solution must support a variety of agent functions. Provide answers to each of the following agent function requirements. 9.6.1 Describe the process for an agent to request supervisor assistance during an active call, and specify if the caller must be on hold or if the agent/supervisor can talk without the caller hearing the conversation. After the supervisor consultation can the caller be transferred or conferenced? Agent Requests Supervisor Assistance – Nortel Fully Complies The supervisor can be alerted to an agent need in several different ways. ƒ Instant Message – When the agent and the supervisor are both working on desktop PC interfaces an Instant Message (IM) can be sent from the agent to the supervisor requesting assistance or monitoring. The Supervisor can then utilize Remote Agent Observe to monitor the call silently, joining in when appropriate. In this case the calling party is not placed on hold. ƒ Supervisor key - The Supervisor key is the direct line to the Supervisor. Sometimes an agent can require assistance from a supervisor to further support a customer’s needs. By pressing the Supervisor key, an agent can instantly contact the supervisor for a consultation. If the agent is on an established contact center call, pressing this key places the customer on hold and initiates a call to the supervisor. After the supervisor answers, a three-way conference can be established with the agent, the supervisor, and the customer. ƒ Emergency key - The Emergency key joins the supervisor into a call when a call is judged to be an emergency situation. An agent who is confronted with an emergency or threatening call can get assistance from the supervisor immediately by pressing the Emergency key. Information about the call is automatically printed on a maintenance terminal, and the supervisor is alerted by a corresponding Answer Emergency key on the supervisor telephone. If the contact center is equipped with a recording device, emergency calls can also be recorded for follow-up investigations. 9.6.2 What happens if a supervisor is not available when assistance is required? Supervisor is Not Available For Assistance – Nortel Fully Complies Copyright © 2007 TEQConsult Group 150
  • 151. Nortel Response to VoiceCon RFP 2008 The Nortel Contact Center allows for a secondary supervisor to be assigned for each agent. If the primary supervisor is not available to assist an agent with a problem call the secondary supervisor is requested for response. 9.6.3 Identify and provide a brief description of ACD system information (calls in queue, average time in queue, personal call handling statistics, et al) that can be retrieved and displayed on the agent desktop telephone instrument. Telephone Displayed ACD Info – Nortel Fully Complies With the use of the Customized Phone Set displays, current call as well as statistics on calls waiting in queue can be shown on the agent’s phone set. Examples include skillset presented, caller hold time, caller line ID. The display will be maintained throughout the duration of the call. 9.6.4 Identify and provide a brief description of ACD system information and reports (calls in queue, average time in queue, personal call handling statistics, et al) that can be retrieved and displayed on the agent PC monitor. Attach samples of available display screenshots. About agent desktop displays Nortel Contact Center includes agent desktop displays that agents use to keep an eye on their current performance statistics and see how they contribute to the overall effectiveness of the contact center. An agent can see up to 21 statistics for each of their assigned skillsets, in either a one-line or a tabular format. Agents can view agent desktop displays when they are not logged on to their phoneset. Agents who are on breaks or performing other tasks can actively monitor the contact center activity and assist with contact handling when necessary. Nortel Contact Center also offers a choice in how real-time information is viewed—either as a moving window or an interval-to-date view. Agent-related displays can update as Copyright © 2007 TEQConsult Group 151
  • 152. Nortel Response to VoiceCon RFP 2008 often as every 0.5 second. 9.6.5 Describe how an agent is able to distinguish incoming calls as a new call, transferred call, or a call from a voice response system. Distinguish Incoming Calls – Nortel fully complies The origin of a call is identified in the display area on an agent’s phone set or on the Agent Desktop PC client. The message will identify if the call has been transferred, presented from a skillset or routed from an IVR. 9.6.6 Describe each of the available “states” an agent can be in, e.g., logged in; available to take calls; after call work time; etc. Available “States” of an Agent – Nortel Fully Complies Nortel provides and tracks several layers of states for use in several different ways. Many of the states fall within the definition of others and reflect a further granularity of definition. Logged Out / In – Indicates the agents presence within the system. Ready / Not Ready – Indicates the agent’s availability to be presented contacts from skillsets Busy / Idle - Indicates if the agent is working with a customer contact or not Varying states of “Not Ready” can be assigned based on the reason code selected by the agent. For example, the agent could select a code that indicates a required wrap-up process must be preformed in the data base or they could be on a break. Varying states of “Busy” are assigned based on the activity of the agent. Typically this level of state is used to “peg” time for statistical reporting. For example an agent can be in a Busy on ACD or a Busy on DN. Another example is Busy on Talk Time, Busy on Ring Time or Busy on Hold Time. 9.6.7 Describe how an agent enters work codes that describe the nature of the call. Specify the maximum number of work codes and work code digits that can be entered into the system. Work Codes – Nortel Fully Complies Nortel provides a feature key to record an activity code or a work code during an active incoming skillset call. Multiple activity codes can be entered during a single call to reflect time spent on each specific function such as, taking orders, dispensing information, or answering product questions. Activity codes provide a way of tracking the time agents spend on various types of incoming calls. They are also known as Line of Business (LOB) codes. For example, the Copyright © 2007 TEQConsult Group 152
  • 153. Nortel Response to VoiceCon RFP 2008 activity code 720 might be used to track sales calls. Additionally agents can then enter these codes on the Agent Desktop PC client during sales The Nortel Contact Center provides up to 10,000 separate Activity Codes. 9.6.8 Can agents be made automatically available immediately after each call? Automatic Answer – Nortel Fully Complies Nortel provides “Automatic Answer”, also called “Call Forcing”. This feature maximizes the amount of time agents spend addressing customers’ needs by minimizing the time between calls. Automatic Answer can be defined for agent groups and can be implemented to the individual agent level. When an agent finishes a call, the next call that requires the agent’s skillset can be automatically connected without the agent pressing any keys. A delay timer (from 0 seconds to 5 minutes) can be established to give the agent time to complete post-call tasks, prepare for the next call and for third-party applications to display the necessary information on the agent’s terminal before the agent answers the call. 9.6.9 Can agents be members of multiple groups/splits/skills? Multiple Skillsets – Nortel Fully Complies Agents can be assigned to 100 skillsets with a different priority in each skillset. Nortel’s Skill Based routing utilizes a design where agents are assigned to supervisors for management, and assigned to skillsets for the presentation of contacts like inbound and outbound voice calls, emails, Web chats and more. The priority number indicates the affinity the agent has to the skillset. A low priority (1 to 48) indicates the agent is a very good resource for the contact or call. A high priority indicates that the agents is less preferred resource. Nortel does not organize the agents into groups or splits because of it’s Skill Based Routing design. 9.6.10 Can agents be made automatically unavailable after each call in order to complete work associated with the call before the next call is delivered? Can this time be specified and controlled and is this unavailable state measured and tracked in ACD reports? Agents Automatically Unavailable – Nortel Fully Complies In some contact centers, agents can require a specified time between calls to complete post-call processing. Nortel provides a timer that can be provisioned by the Administrator and Supervisor to provide agents with a delay before the next call is presented. During the delay period, agents can complete necessary paperwork without being presented with another call. Offering agents a delay between calls ensures that new customers are not placed on hold while the agent completes the previous customer’s information. Copyright © 2007 TEQConsult Group 153
  • 154. Nortel Response to VoiceCon RFP 2008 The time allocated to this function is collected and is available for reporting by contact center, skillset and agent, this statistic is tracked as Post Call Processing time. 9.6.11 Can agents make themselves unavailable temporarily and have this unavailable state measured and tracked in ACD reports. Can the ACD agent enter a reason code to indicate why they are unavailable and have this unavailable state measured and tracked by reason code on ACD reports? Unavailable Agent State Selection & Tracking – Nortel Fully Complies Agents are able to select the “Not Ready” state and specify reason codes to document their activity. For example, the agent could select a code that indicates a required wrap- up process must be preformed or they could select a code that indicates they are on a break. The times allocated to these reason codes are collected and made available for reporting by contact center, skillset and agent. The Not Ready Reason Codes by Agent report allows you to monitor why agents went into Not Ready state. You can define Not Ready reason codes in Contact Center Manager Administration. 9.6.12 Can calls that ring at an available agent’s station, but are not answered automatically, be redirected to the next available agent rather than letting the call ring unanswered until abandonment? For example, if an agent left their station without logging out, will the system automatically log the agent out or make them unavailable and notify the supervisor? Will this event be tracked by the reporting system? Return to Queue on No Answer – Nortel Fully Complies If an agent walks away from the telephone, the Return to Queue on No Answer feature offers the means to send a call that was sent to the agent’s telephone back to the queue after a predefined amount of time. This safeguard ensures that calls are always being answered with optimum efficiency. When a call returns to the queue, the agent’s telephone enters either the Not Ready or Make Busy state (as defined by the system administrator) to prevent additional calls from arriving at the telephone. The time allocated to “Not Ready” or “Make Busy” State is collected and is available for real-time and historical reporting. Thresholds for either of these states can be set and alerts offered when exceeded. The Agent Login/Logout report shows logon, logoff, walkaway, return from walkaway, ready, and not ready occurrences for each agent. The report also shows the times at which these events occurred. 9.6.13 Can the system provide a brief announcement heard only by the agent indicating what type of call is arriving so that the agent can greet the Copyright © 2007 TEQConsult Group 154
  • 155. Nortel Response to VoiceCon RFP 2008 caller appropriately if agents handle calls for multiple applications or who are visually impaired,? Can the voice terminal also display this information to the agent before delivery of the call? Agent Greetings – Nortel Complies with explanation Nortel provides an Agent Greeting feature that provides a digitally recorded greeting played simultaneously to the caller and the agent. Recorded greetings can be customized by agent and skillset (application). The customer hears an energetic greeting and the agent is freed from the tedium of repeating a prescribed introduction. What’s more the type of call can be communicated by the specific recorded greeting. In this way an agent can prepare themselves to respond to the call regardless of the skillset it is presented from. The visually impaired agent will find this a great alternative to the display on the desktop telephone. 9.6.14 Can agents be “logical agents”, i.e., can they login with their agent ID from any system endpoint and take ACD calls? “Logical Agents” – Nortel Fully Complies Nortel Contact Center agents can work from any secure internet connection via a thin Agent Desktop client. Nortel also provides the option to use digital telephone sets that utilize a physical connection. Even in this case, an agent is not restricted to using a specific digital set but can sign in on any available agent station. The i2050 IP Softphone allows agents to be geographical dispersed anywhere on any QOS based network. 9.6.15 Confirm if the system can automatically record agent calls for quality and monitoring purposes, and indicate if all calls can be recorded (incoming, station-to-station, non-ACD calls, etc.). Indicate if there is a beep tone to notify one or both of the call parties that the call is being recorded. Also indicate if the proposed ACD solution supports an integrated call recording feature or if an auxiliary system is required. Contact Recording & Quality Monitoring - Nortel Fully Complies Nortel Contact Recording is feature rich call-recording (auxiliary) system for organizations that need bulk or selective call-recording capabilities for reasons such as compliance, risk reduction, fraud prevention, business verification, business optimization, or quality monitoring. The system is capable of recording all types of calls; incoming, station-to-station, non- ACD calls, etc. The system will deliver a recorded announcement or beep tone to alert the agent and caller that the exchange is being recorded. Nortel Quality Monitoring records agent interactions with customers as well as the agent’s corresponding desktop activities, such as data entry, screen navigation, and data retrieval. By capturing both voice and desktop activity and by synchronizing them during replay, contact centers achieve thorough customer interaction recording for use in continuous performance improvement initiatives. 9.7 System Call Prompts & Announcements Copyright © 2007 TEQConsult Group 155
  • 156. Nortel Response to VoiceCon RFP 2008 VoiceCon requires that the proposed ACD solution prompt the caller to enter digits to determine how a call should be routed and then route based upon their response. Vendor Response Requirement: Confirm if the proposed ACD solution has a fully integrated call prompt (call director) feature that does not require optional hardware/software equipment? If yes, identify how call prompt announcements are programmed, scripted and recorded; the maximum number of programmable call prompts; and the maximum number of concurrent activated call prompts for incoming calls. Also indicate if the caller can interrupt the call prompt for TUI response before the full script is played. Nortel Response: Fully Integrated Call Prompting – Nortel Fully Complies The Nortel Contact Center Solution has a fully integrated solution that includes the CallPilot Voice Mail solution or MPS500 IVR solution. The overall proposed solution includes CallPilot for the Voice Mail application and therefore will not require any other additional hardware or software. Creating a call treatment that includes call prompting and then receiving the DTMF response is simple. The announcements are recorded on the CallPilot system and the scripting language utilizes the Open Voice Session, Play Prompt and Collect Digits commands within the script to complete the call treatment. Please note, the customer entered information can be enhanced by a CTI application that does a data dip into the corporate IS data bases. From this enhanced data, routing can be more effective and screen pops can be created. The CTI application is not included in this proposal but remains an option for future development. The number of Recorded Announcements or RAN’s is only limited by the amount of disc space included on the CallPilot system. The maximum number of concurrent active call prompts is limited by the number of ports configured on the Call Pilot system, Each port allows 50 concurrent prompts and there are a maximum of 96 ports per callPilot system. As required, the caller is able to respond to the RAN prior to the completion of the announcement, improving the efficiency of the customer experience. 9.7.1 Hands Free Caller Prompt Response Vendor Response Requirement: Confirm if the proposed ACD solution can support integrated Automatic Speech Recognition (ASR) as an alternative to TUI and describe how speech prompts are scripted and recorded. Nortel Response: Integrated Automatic Speech Recognition – Nortel Fully Complies Copyright © 2007 TEQConsult Group 156
  • 157. Nortel Response to VoiceCon RFP 2008 As requested the proposed contact center solution could be expanded to include the MPS 500 with an integrated Speech Self Service application. This would allow the scripting to use the “Give IVR” command in the treatment of the caller. This flexible option provides an ability to recognize speech and pass the information derived from the exchange to the script for improved routing of the call. Please note, the customer entered information can be enhanced by a CTI application that does a data dip into the corporate IS data bases. From this enhanced data, routing can be more effective and screen pops can be created. The CTI application is not included in this proposal but remains an option for future development. The MPS500 system administration and application development are managed through a browser based set of intuitive GUI tools. 9.7.2 Announcements Vendor Response Requirement: Confirm that the proposed ACD solution has fully integrated announcement capabilities and provide answers to the following: • How many different announcements can be provided? • How many announcements can be played concurrently? • How many announcement boards are supported? • Are digitally recorded announcements supported? • How many different music sources can be supported? • Can multiple announcements and music treatment be provided to a call, and can announcements and music treatment be specific to each queue? • Can announcements and music treatment provided depend upon queue conditions or call related information, and how many different announcements can be provided for this situation? • How do you handle feedback (music/announcements) for calls that are queued remotely? • Can you connect audible feedback locally for calls that are queued remotely in order to decrease the number of packets sent over the IP trunk? Nortel Response: Integrated Announcement Capabilities – Nortel Fully Complies Copyright © 2007 TEQConsult Group 157
  • 158. Nortel Response to VoiceCon RFP 2008 Nortel can provide announcements through RAN cards added to the CS 1000, the MPS 500 or the CallPilot Unified Messaging system • How many different announcements can be provided? – Nortel Contact Center offers up to 512 RAN and music routes, each route represents one unique announcement. The number of announcements that are offered from a CallPilot or MPS500 system is limited by the disk configured on those systems. This system is configured with a CallPilot so the number of different announcements is limited to 512 plus the amount allowed by disc space on the call pilot system. • How many announcements can be played concurrently? – The Max number of concurrent RAN messages played by the CS 1000E exceeds 3,840, the contact center can control 512 of those. Additionally while the RAN cards are playing messages Call Pilot can be playing messages to callers. The CallPilot’s ability to broadcast messages is based on it’s configuration and that of the communication server and could exceed 4,600 concurrent announcement. • How many announcement boards are supported? – The number of RAN cards that can be configured into a CS 1000E is based on the system configuration and can be more than 16 cards. Each of those cards is able to serve up to 240 simultaneous callers for a system total that exceeds 3,840 callers. • Are digitally recorded announcements supported? – All announcements and prompts are digitally recorded and stored. This means every announcement or prompt will produce great quality time and time again. • How many different music sources can be supported? – The Nortel Contact Center can support up to 512 music sources. • Can multiple announcements and music treatment be provided to a call, and can announcements and music treatment be specific to each queue? – Through the use of the Give Music and Give RAN commands in the scripting language the system is very flexible. Multiple RAN’s and music treatments can be assigned to a call. The scripting language allows you to customize the application of RAN’s and music to the Skillset. • Can announcements and music treatment provided depend upon queue conditions or call related information, and how many different announcements can be provided for this situation? - Nortel’s scripting language provides a flexible and powerful way to apply RAN’s and music treatment. The application of these elements can be made conditionally based on many factors like number of calls in queue, wait times, numbers of agents available, etc.. The number of different RAN’s depends only on the amount of disc space associated with the CS 1000. • How do you handle feedback (music/announcements) for calls that are queued remotely? - The RAN card or music source can be attached remotely or locally and made available for service to the whole network. • Can you connect audible feedback locally for calls that are queued remotely in order to decrease the number of packets sent over the IP trunk? - The RAN card or music source can be attached remotely or locally and made available for service to the whole network. Copyright © 2007 TEQConsult Group 158
  • 159. Nortel Response to VoiceCon RFP 2008 9.8 MIS Reporting System VOICECON requires a comprehensive MIS reporting system capability with its proposed ACD solution. Vendor Response Requirement: Confirm that the proposed ACD MIS reporting system supports each of the following capabilities and attributes, and identify any that are not supported: • Track local and remote, digital and IP agents • Windows-based GUI • Real-Time Monitoring • Reporting Exceptions • Threshold Notification • Web-based access to reports • Historical Reporting • Custom Reporting Option • Open Database Connectivity • Exporting Data to other applications • Local and remote access by supervisors Nortel Response: Comprehensive MIS Reporting Capability – Nortel Fully Complies • Track local and remote, digital and IP agents – The reporting capability of the Nortel Contact Center includes comprehensive reporting for all agents regardless of their communications format, IP or TDM, and where they are located. • Windows-based GUI – The reporting functionality for the system is entirely Microsoft Windows based. • Real-Time Monitoring – Comprehensive real-time reporting allows an agent or supervisor to monitor many different aspects of the contact center operation with refresh rates as little as every .5 seconds. • Reporting Exceptions – Historical reports can be setup to highlight data that is exceptional in nature. This can be done through thresholds and filters. The Report Creation Wizard is also a great source of reporting exception only data. • Threshold Notification - Thresholds can be set on many of the statistics that are collected and managed by the system. An out of range condition can then provide real-time alerting with color coded displays that are designed to get attention. • Web-based access to reports – All reports can be posted as HTML formats for access via the Internet. Copyright © 2007 TEQConsult Group 159
  • 160. Nortel Response to VoiceCon RFP 2008 • Historical Reporting – Reporting in a historical form is provided. • Custom Reporting Option – Customized reports may be generated by any standard report writer that conforms to the Open Database Connectivity (ODBC) and Structured Query Language (SQL) standard, or by using the Report Creation Wizard that comes with the system. • Open Database Connectivity – The data base conforms to the ODBC and SQL standards that are common to most report writers and many contact center third party applications. • Exporting Data to other applications - data can be exported in various formats to be viewed within applications like Excel, Internet Explorer, Crystal Reports, HTML and more. • Local and remote access by supervisors – Supervisors can work anywhere a secure internet connection can be made. That could be in a local office on a desktop computer or a remote airport on a laptop computer. 9.8.1 System Requirements Vendor Response Requirement: Briefly describe the hardware/software requirements for the proposed ACD MIS reporting system, including requirements for applications servers and software, workstation terminals (agent and supervisor) and client software. Nortel Response: Special HW/SW Requirements for Reporting – Nortel Fully Complies No special hardware or software is required for the reporting function. The base Nortel Contact Center System runs as a client / server model. The reporting function is completely integrated into that model and requires no further investment. 9.8.2 MIS Reports The ACD MIS reporting system must be able to support a wide variety of report categories, including, as a minimum, the following: • Single Agent Reports • Agent Group Reports • ACD Queue Reports • Abandoned Calls Report • Trunk Reports • Daily Total Reports • Ongoing Status Reports Vendor Response Requirement: Copyright © 2007 TEQConsult Group 160
  • 161. Nortel Response to VoiceCon RFP 2008 Confirm the proposed fully integrated ACD MIS reporting system satisfies this requirement, and identify any listed report type not supported. Nortel Response: MIS Reporting – Nortel Fully complies • Single Agent Reports – Many reports are run by the agent like the Activity Code By Agent, Agent By Skillset Performance or the Agent Login/Logout reports. • Agent Group Reports – Nortel provides agent reports based on supervisor or skillset. Like the Agent Performance By Supervisor or the Agent By Skillset Performance reports. • ACD Queue Reports – Reports on skillset are also provided like the; Network Consolidated Skillset Call Distribution, Network Consolidated Skillset Performance or the Skillset Performance reports. • Abandoned Calls Report – Reports regarding abandonment are provided, an example is the Application Delay Before Abandon report which gauges service quality by indicating how many callers disconnect (abandon) before reaching an agent. This report is shown as an example in section 9.5.3. • Trunk Reports – Reports like the Route Performance or Trunk Performance provide information important to understanding the usage of communications infrastructure. For example, use these reports to see if calls utilizing expensive trunking are being served quickly. • Daily Total Reports – Some reports are required on a daily basis. Nortel allows you to apply date ranges and schedule them to run at 24 hour intervals. This means that almost any report can become a daily report, including custom reports from the Report Creation Wizard. Some reports that would be good candidates to run daily are; Application Performance, IVR Port Statistics or the Network Consolidated Incoming Calls report. • Ongoing Status Reports – Nortel allows the supervisor to run statistical reports that display “to-date” statistics, something like a batting average. Reports that would make excellent candidates for “to-date” type reporting are the Activity Code By Agent or the Agent Performance report. 9.8.3 Real Time Reports Vendor Response Requirement: Provide a list of all standard and optional real time monitoring reports. Nortel Response: Real-time Monitoring Reports – Nortel Fully Complies Nortel Contact Center provides 9 std. real time templates with up to 6 types of displays highlighting 20+ statistics in each. Displays can be totally customized including: data Copyright © 2007 TEQConsult Group 161
  • 162. Nortel Response to VoiceCon RFP 2008 filtering, real-time properties (refresh, thresholds), and display formats; tabular, graphical or a combination. Contact center administrators, managers, and supervisors can access real-time consolidated reports of the entire network, some of these are: ƒ Consolidated Agent Position Status Count - This display shows the number of agents in various states in skillsets across the network such as • the number of agents in service (logged on) • the number of agents waiting to receive calls • the number of agents not ready to receive calls • the number of agents currently handling skillset calls ƒ Consolidated Application Display - The Consolidated Application Display monitors the performance of all applications in the network and displays the following information: ƒ number of calls waiting ƒ number of calls arrived ƒ number of calls answered ƒ number of calls abandoned ƒ service level ƒ average answer delay ƒ Consolidated Skillset Display - The Consolidated Skillset Display monitors the performance of all skillsets in the network and displays the following information; ƒ average answer delay ƒ service levels ƒ number of calls answered ƒ number of calls waiting Real-time reports may appear in one of six formats (refer to section 9.5.5 for examples); • Grid or tabular display • Chart display • Agent map display • Billboard Display • Collection display • Billboard collection display 9.8.4 Historical Reports Vendor Response Requirement: Provide a list of standard and optional historical system reports. Nortel Response: Historical Reports – Nortel Fully Complies Copyright © 2007 TEQConsult Group 162
  • 163. Nortel Response to VoiceCon RFP 2008 The following is a listing of standard / historical reports offered by the Contact Center Manager: - Activity code reports - Activity Code By Agent - Activity Code By Application - Not Ready Reason Codes By Agent - Agent reports - Agent Average Calls per Hour - Agent Average Calls per Hour, Bottom 5 - Agent Average Calls per Hour, Top 5 - Agent by Activity Code - Agent By Application Performance - Agent By Skillset Performance - Agent DN Performance - Agent DN Performance Calls Answered, Bottom 5 - Agent DN Performance Calls Answered, Top 5 - Agent Login/Logout - Agent Network/NACD Activity - Agent Performance - Agent Performance By Supervisor - Agent Performance Calls Answered, Bottom 5 - Agent Performance Calls Answered, Top 5 - Agent Short Calls - Agent Transferred/Conferenced Activity - Estimated Revenue Per Agent - Application reports - Application By Activity Code - Application By Skillset. - Application Call Treatment - Application Delay Before Abandon - Application Delay Before Answer - Application Performance - Crosstab - Application Performance - Call by call reports - Call By Call Statistics - Configuration reports - Activity Code Properties - Agent By Supervisor Properties - Agent Properties - Agent Skillset Assignment - Agent Skillset Properties - Agent Supervisor Assignment - Application Script Properties - Application Template Properties - CDN Properties Copyright © 2007 TEQConsult Group 163
  • 164. Nortel Response to VoiceCon RFP 2008 - Database View Definitions - Historical and Real Time Statistics Properties - IVR Port Properties - IVR Queue and Port Properties - Logged In Agent Position ID - Network Site and Application Properties - Network Skillset Routing Properties - Real Time Template Properties - Route Properties - Script Variable By Script - Script Variable Properties - Skillset Properties - Supervisor Properties - Telephone Display Properties - User Access Privilege - IVR reports - IVR Port First Login/Last Logout - IVR Port Statistics - IVR Queue Statistics - Network Control Center reports - Network Call By Call Statistics - Network Consolidated Application Performance - Network Consolidated DNIS Statistics - Network Consolidated Incoming Calls - Network Consolidated Outgoing Calls - Network Consolidated Route Performance - Network Consolidated Skillset Call Distribution - Network Consolidated Skillset Performance - Network Site and Application Properties - Network Skillset Routing Properties - Network Table Routing Assignments - Nodal Consolidated Application Delay Before Abandon - Nodal Consolidated Application Delay Before Answer - Nodal Consolidated Application Performance - Network reports - Crosstab - Network Incoming Calls - Crosstab - Network Outgoing Calls - Network Application Performance - Network DNIS Statistics - Network Incoming Calls - Network Outgoing Calls - Network Route Performance - Network Skillset Performance - Resource reports - CDN Statistics - Crosstab - CDN Statistics - Crosstab - DNIS Statistics - Crosstab - Route Performance - Crosstab - Trunk Performance - DNIS Properties Copyright © 2007 TEQConsult Group 164
  • 165. Nortel Response to VoiceCon RFP 2008 - Formula Properties - DNIS Statistics - Music/RAN Route Statistics - Route Performance - Trunk Performance - Skillset reports - Crosstab - Skillset Performance - Skillset By Application - Skillset Performance 9.8.4.1 Frequency Vendor Response Requirement: What is the frequency that reports can be produced? Nortel Response: Reporting Frequency – Nortel Fully Complies Any report; standard, Report Creation Wizard or Crystal can be scheduled. Reports can be scheduled to run once on a specific date and time or run on a reoccurring basis by time of day, weekly or monthly. Reports can also be scheduled to run on an interval basis. The minimal interval for the scheduled reports is every 15 minutes. 9.8.4.2 On-Demand Reporting Vendor Response Requirement: Can all of the historical reports be accessed on-demand? Identify any report that cannot be accessed on-demand Nortel Response: On Demand Reporting – Nortel Fully complies Nortel provides the ability to run both historical and real-time reports when desired. Some reports are subject to the refresh parameters of collected statistics and may be subject to the availability of statistics. Typically this is within a fifteen minute window while statistics being processed for summary/consolidation, otherwise there are no restriction all reports are available. Each type of statistic is collected in two different ways—interval-to-date and moving- window. The interval used for interval-to-date calculations is user-configurable in fifteen minute increments from 15 minutes to 24 hours. The interval used for moving window calculations is predefined to be 10 minutes. 9.8.4.3 Storage & Backup Vendor Response Requirement: Copyright © 2007 TEQConsult Group 165
  • 166. Nortel Response to VoiceCon RFP 2008 How long are historical reports stored and archived by the system, and describe data backup operations. Nortel Response: Storage & Backup – Nortel Fully Complies Nortel can save reports for any time span a customer desires. Report retention is based on the disc space configured on the host server. Host systems can be configured with large disc farms created using JBOD extensions to the host for long storage requirement. System maintenance utilities on the Nortel Contact Center Manager platform allow an administrator to perform partial or complete backups and restores, including reports, on any server on the network. Backup can be performed locally using a tape drive on the actual server. In addition, you can also perform remote backups across the network on a specified network drive rather than using local tape backups. 9.8.5 Customized Reporting VoiceCon may require customized ACD MIS reports in addition to system standard/optional reports. Vendor Response Requirement: Confirm the proposed ACD MIS reporting system supports customized reporting capabilities and provide a brief description of how customized reports can be defined and generated. Nortel Response: Customized Reporting – Nortel Fully Complies Nortel Contact Center includes a Report Creation Wizard that allows a contact center administrator, manager or supervisor to create a report designed for their unique needs. The easy-to-use interface make the process simple and fast. The Wizard format prompts the developer through the entire process. Custom reports can also be generated use any ODBC compliant report writer such as Seagate Crystal Reports. A standard SQL/ODBC-compliant interface allows applications to read historical statistical performance data, historical event data, and certain configuration data. This data is collected and stored by Contact Center - Manager. 9.8.6 Terminal Report Access VoiceCon requires that ACD MIS reports must be available on terminal display and paper printout and be able to be downloaded to a PC. Copyright © 2007 TEQConsult Group 166
  • 167. Nortel Response to VoiceCon RFP 2008 Vendor Response Requirement: Confirm the proposed ACD MIS reporting system supports this requirement. Nortel Response: Terminal Report Access – Nortel Fully Complies Administrators, managers and supervisors work from a thin client PC desktop application that interfaces with the Nortel Contact Center Manager. The reporting is requested from the thin client and created by the Contact Center Manager. All reports are available on the PC desktop to view and print. 9.8.7 Scheduled and Email of Reports VoiceCon requires that ACD MIS reports must have email capability and permit the supervisor to schedule. Vendor Response Requirement: Confirm the proposed ACD MIS reporting system supports this requirement. Nortel Response: Scheduled and Email of Reports – Nortel Fully Complies Administrators, managers and supervisors can schedule reports and utilize Email to send them to other parties. What’s more the system will Email a supervisor to inform them that a certain scheduled report is ready to view or print. 9.8.8 Report Formats VoiceCon requires that the proposed ACD MIS reporting system supports a variety of graphical and file type (EXCEL, TEXT, PDF, et al.) report formats. Vendor Response Requirement: Confirm the proposed ACD MIS reporting system supports a variety of graphical report formats and identify by type. Nortel Response Report Formats – Nortel Fully Complies Reports can be exported in various formats to be viewed within applications like Excel and Internet Explorer. Contact Center report data can be exported into the following formats: • Crystal Reports Copyright © 2007 TEQConsult Group 167
  • 168. Nortel Response to VoiceCon RFP 2008 • Data Interchange • Word for Windows • Record Style • Rich Text • Comma Separated Values • Tab Separated Values • Character Separated Values • Text • Tab Separated Text • Lotus 123 (WKS) • Lotus 123 (WK1) • Lotus 123 (WK3) • Excel 2.1 • Excel 3.0 • Excel 4.0 • Excel 5.0 • HTML 9.9. ACD Management & Administration Vendor Response Requirement: Provide a description of ACD management & administration capabilities. Identify in your response which of the following supervisor or administrator capabilities are supported: • Define service levels and other thresholds • Create call flow scripts • Enter agent PINs and create passwords • Limit access to data for users • Configure all peripherals (printers, faxes etc.) • Backup and restore the database • Configure automatic backup and recovery of customer data • Create individual ”views” of the call-center Nortel Response: ACD Management & Administration Capabilities – Nortel Fully Complies The contact center team can access this complete set of management tools through the Nortel Contact Center browser-based client. The client is fast and easy to implement and maintain because the software is housed centrally on a single server to eliminate the need to install, patch, and upgrade individual desktop clients. The result is a significant savings in time, effort, and money. Moreover, supervisors can take advantage of the superb management tools, real-time displays, and historical reports from almost anywhere to help make better business decisions and to respond quickly to service issues. Copyright © 2007 TEQConsult Group 168
  • 169. Nortel Response to VoiceCon RFP 2008 Managing Nortel Contact Center - The Nortel Contact Center makes configuring a contact center easy with the browser-based client. Administrators can use the browser- based client to: ƒ configure contact center parameters ƒ define users ƒ define agents ƒ define supervisors ƒ define skillsets ƒ define contact types ƒ create threshold classes With the bulk add and delete feature of Contact Center 6.0, administrators can; ƒ bulk assign a group of agents to a new supervisor ƒ bulk delete agents ƒ bulk add agents and supervisors This feature saves configuration and administration time because administrators can easily manage large numbers of agents and supervisors. About configuring contact center parameters - Administrators and supervisors use the Nortel Contact Center browser-based client to define contact center configurations. The following items are some of the parameters that can be configured; ƒ contact routing scripts ƒ skillsets ƒ agents ƒ supervisors ƒ switch resource acquisition (CS 1000/CS 2000 ports, and SIP Uniform Resource Identifiers [URIs]) ƒ real-time display information ƒ data collection information for reports ƒ outbound campaign management information Response to requirements as listed above; • Define service levels and other thresholds – Administrators and supervisors are provided the means to establish service levels and thresholds within the system. • Create call flow scripts – Nortel provides a powerful scripting language that creates extreme flexibility in call flows / routing and queuing. The administrator or supervisor functions can be provided (or restricted from) access to the development and maintenance of these scripts. • Enter agent PINs and create passwords - Administrators and supervisors are provided the means to add and configure agents, this includes security functions like Login Id’s and passwords. Copyright © 2007 TEQConsult Group 169
  • 170. Nortel Response to VoiceCon RFP 2008 • Limit access to data for users – Nortel provides an extensive portioning function that can be used to restrict agents and supervisors from access to reports, configuration capability and data access. • Configure all peripherals (printers, faxes etc.) - Administrators and supervisors can be provided with a means to add and configure peripheral devices that are used by the system • Backup and restore the database – Nortel provides maintenance utilities to perform partial or complete backups and restores. Backup can be performed locally or remotely. • Configure automatic backup and recovery of customer data – Scheduled backups can be created utilizing Nortel provided maintenance utilities. • Create individual ”views” of the call-center – Administrators and supervisors can create “configuration views” of the contact center as a standard report to be run ad- hoc or to be scheduled for reoccurring execution. It is also possible to use real-time system statistics to display “performance views” of the contact center as needed. The data and the views of that data can have controlled or restricted access through an administrative function called Access and Partition Management. Copyright © 2007 TEQConsult Group 170
  • 171. Nortel Response to VoiceCon RFP 2008 2.0 Summary Pricing – VoiceCon IPTS solution Component LIST DISCOUNT All Common Equipment $333,077.00 $200,635.83 Standard Generic Software License $37,100.00 $24,708.60 Optional Software Licenses (including $311,110.00 $207,353.55 IP port license fees, all soft client license fees, mobile license fees) Voice Terminal Equipment $834,915.00 $556,930.29 Systems Management $7,650.00 $4,868.46 Voice Messaging $140,862.00 $90,437.25 UC System Options (includes UC client $49,381.44 $44,831.13 licenses) ACD System Options $183,834.00 $117,095.75 Installation/Warranty fees $252,935.60 $252,935.60 TOTAL $2,150,865.04 $1,499,796.46 2.2 Software Upgrade Subscriptions Software Element List Discount Annual Standard Generic Software $15.30 $15.22 Upgrade Subscription Fee (per user)* Annual Voice Mail Software Upgrade $8.24 $8.20 Subscription Fee (per user) Annual UC System Software Upgrade $205.89 $205.89 Subscription Fee (per user)* Annual ACD System Software Upgrade $179.00 $169.07 Subscription Fee (per user) Annual Mobile Client Software Upgrade $0.00 $0.00 Subscription Fee (per user)* 3.0 Desktop Voice Terminal Pricing Terminal LIST DISCOUNT Copyright © 2007 TEQConsult Group 171
  • 172. Nortel Response to VoiceCon RFP 2008 Economy Desktop Telephone $195.00 $129.29 Administrative Desktop Telephone $605.00 $401.12 Professional Desktop Telephone $570.00 $377.91 Executive Desktop Telephone $765.00 $457.47 ACD Desktop Telephone $570.00 $377.91 Attendant Soft Console $3,500.00 $3,287.38 IP Audio Conferencing Unit $1,145.00 $759.14 IP Terminal License Fee* $190.00 $125.97 Mobile Extension License Fee* $20.00 $13.26 Advanced Mobile Client License Fee* $20.00 $13.26 Desktop Telephone Options Gigabit Ethernet Adapter $0.00 $0.00 Bluetooth adapter $0.00 $0.00 USB adapter $0.00 $0.00 Copyright © 2007 TEQConsult Group 172
  • 173. Nortel Response to VoiceCon RFP 2008 Appendix A CS 1000 Software Feature 1.5/2.0 Mbps Gateway 1+ Dialing 10/20 Digit ANI on 911 Calls 16-Button Digitone/Multifrequency Operation 2 Mbps DTI 2 Mbps DTI Enhancements 2 Mbps RPE 2 Mbps RPE Alarm Handling 510 Trunk Route Member Expansion AC15 Recall: Timed Reminder Recall AC15 Recall: Transfer from M1 AC15 Recall: Transfer from N* Access Codes Access Restrictions Access Restrictions - Class of Service Access Restrictions - Network Class of Service Access Restrictions - Trunk Group Access Restriction ACD Activity Codes for Not Ready State ACD Answering Time in Night Service (Adv) ACD Call Delays ACD Call Priority ACD Call Waiting Thresholds (Adv) ACD Calls on Hold ACD DN/CDN Expansion ACD Dynamic Queue Threshold ACD in Night Service ACD Least Call Queuing (Adv) ACD Management Reports ACD Night Call Forward (NCFW) (Basic) ACD Night Call Forward without Disconnect Supervision (Advanced) ACD Threshold Visual Indication (Adv) ACD-CDR Connection Record (Basic) Activity Codes for Not Ready State Adaptive Network Bandwidth Management Advice of Charge Agent and Supervisor Communication (Adv) Copyright © 2007 TEQConsult Group 173
  • 174. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Agent Features Agent ID Option Agent Key (Advanced) Agent Lamp (Advanced) Agent Lamps (Basic) Agent Observe (Adv) Agent Observe Login (Advanced) Alarm Management Alternate Call Answer (Basic) Alternative Call Routing for Network Bandwidth Management Alternative Conference Pad Levels Alternative Loss Plan Alternative Routing for DID/DDD Analog Private Network Signaling System (APNSS) Analog Semi-permanent Connections Application Module Application Module Link (AML) Attendant Administration Attendant Alternative Answering Attendant and Network-Wide Remote Call Forward Attendant Announcement Attendant Barge-In Attendant Blocking of Directory Number Attendant Break-In Attendant Break-In Busy Indication and Prevention Attendant Break-In to Inquiry Calls Attendant Break-In to Lockout Set Denied Attendant Break-In with Secrecy Attendant Busy Verify Attendant Call Selection Attendant Calls Waiting Indication Attendant CDR Enhancement Attendant Clearing During Night Service Attendant Console Autoline Attendant Consoles Attendant Delay Attendant Display of Speed Call or Autodial Attendant Emergency Codes Attendant Forward No Answer Attendant Incoming Call Indicators Attendant Interpositional Transfer Attendant Lockout Copyright © 2007 TEQConsult Group 174
  • 175. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Attendant Overflow Position Attendant Position Busy Attendant Recall Attendant Recall with Splitting Attendant Secrecy Attendant Splitting Attendant Supervisory Console Attendant Through Dialing Nationwide Attendant Trunk Group Busy Indication Audible Reminder of Held Calls Authorization Code Authorization Code Security Enhancement Autodial Autodial Tandem Transfer Autodial Tandem Transfer (Behind Centrex) Automated Modem Pooling Automatic Answer Automatic Answerback Automatic Call Distribution Automatic Call Distribution CDR Queue Connection Records Automatic Gain Control Inhibit Automatic Guard Detection Automatic Hold Automatic Least-cost Routing Automatic Line Selection Automatic Number Identification Automatic Number Identification on DTI Automatic On-Net to Off-Net Overflow Automatic Overflow (Adv) Automatic Preselection of Prime Directory Number Automatic Redial Automatic Route Selection Automatic Set Relocation Automatic Timed Reminders Automatic Trunk Maintenance Automatic Wake Up Automatic Wake Up FFC Delimiter Auxiliary Processor Link Auxiliary Signaling Background Terminal Background Terminal Facility Copyright © 2007 TEQConsult Group 175
  • 176. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Back-up D-Channel (M1 to M1 Only) Backup of dynamic desktop settings BARS and NARS Bypass Control Basic Call Service B-Channel Overload Control Bearer Capability and CDR Boss/Secretary Filtering Enhancement Break-in Features BRI Trunk with Night Service Enhancement BRI/PRI Basic Call Interworking Bridging Bridging (DN sharing on single line phones) Business Networking Express/EuroISDN Call Diversion Business Networking Express/EuroISDN Explicit Call Transfer Business Networking Express/Name and Private Number Display Busy Lamp Field (Key Expansion Modules) Busy Tone Detection (AP and CALA) Busy Tone Detection (Japan) Busy Verify on Calling Party Control Calls Call Back Queuing Against Main Call Ceiling Call Charge Keeping Call Connection Restriction Call Detail Recording Call Detail Recording Enhancement Call Diversion Notification Call Forcing (Adv) Call Forward All Calls Call Forward All Calls/No Answer Call Forward and Busy Status Call Forward Busy Call Forward by Call Type Call Forward Destination Deactivation Call Forward External Deny Call Forward No Answer, Second Level Call Forward No Answer/Flexible Call Forward No Answer Call Forward Save On SYSLOAD Call Forward to Trunk Restriction Copyright © 2007 TEQConsult Group 176
  • 177. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Call Forward, Break-in and Hunt Internal or External Network Wide Call Forward, Internal Calls Call Forward, Remote (Attendant and Network Wide) Call Forward/Hunt Override Via Flexible Feature Code Call Hold Call Hold, Deluxe Call Hold, Individual Hold Enhancement Call Hold, Permanent Call Interflow (Adv) Call Join Call Number Information Messages Call Page Network Wide Call Park Call Park Network Wide Call Park on Unsupervised Trunks Call Party Name Display Call Pickup Call Pickup Network Wide Call Pickup, Directed Call Redirection by Day Call Redirection by Time of Day Call Source ID (Basic) Call Transfer Call Waiting Indication Key (AWC) (Advanced) Call Waiting Indication Key (AWC) (Basic) Call Waiting Redirection Call Waiting/Internal Call Waiting Callback Queuing Against Main Called Party Control on Internal Calls Called Party Disconnect Control Calling Line ID Calling Party Number Calling Party Privacy Calling Party Privacy Override Calling Party Privacy Override Enhancement Camp-On Camp-On to a Set in Ringback or Dialing Camp-On to DN Camp-On, Forced Camp-On, Station Capacity Expansion Copyright © 2007 TEQConsult Group 177
  • 178. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Card LED Status Carrier Remote CCR Call Handling Error Detection CCR Capacity Impacts CCR Controlled Mode Operation CCR Script Commands and Operation CDR 100 Hour Call CDR Answer Supervision CDR Expansion CDR On Busy Tone CDR On Data Link CDR On Redirected Incoming Calls CDR On TTY CDR with Charge Account CDR with Outpulsed Digits Centralized Attendant Service Centralized Multiple Line Emulation Centralized SIP interconnect Centrex Switchhook Flash Channel Negotiation Charge Account and Calling Party Number Charge Account, Forced Charge Display at end of Call CIS ANI Digits Manipulation and Gateways Enhancements CIS ANI Reception CIS Multifrequency Shuttle CIS Toll Dial Tone Detection CLASS: Calling Number and Name Delivery CLASS: Visual Message Waiting Indicator CLID on CDR Collect Call Blocking Computer/PBX Interface (CPI) Conference Conference - Adhoc, multiple parties Conference Warning Tone Enhancement Console Operations Console Presentation Group Level Services Controlled Class of Service Controlled Class of Service, Enhanced Coordinated Callback Queuing Coordinated Dialing Plan Copyright © 2007 TEQConsult Group 178
  • 179. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Coordinated Dialing Plan with CDR Enhancement CPND Denied CS 1000 Initialization Prevention and Recovery CTI Trunk Monitoring and Control Customer Controlled Routing (Adv) D Channel Expansion Data Packet Network Access Data Port Hunting Dedicated Modems Departmental Listed Directory Number Dial Access to Group Calls Dial Intercom Dial Pulse/Dual-tone Multifrequency Conversion Dial Tone Detection Dialed Number Identification Service Dialed Number Identification Service Across Call Modifications Dialed Number Identification Service Dialed Number Identification Service (Adv) Dialing Transparency DID/DTMF DOD DID-to-Network Calling Digit Display Digit Key Signaling at Console Digit Manipulation Digit Translation/Restriction/Recognition Digital Private Network Signaling System Digital Trunk Interface Digital Trunk Interface and Primary Rate Interface Time Slot Reuse Digital Trunk Interface Replacement Digitone Receiver Enhancements Direct Inward Dialing Call Forward No Answer Timer Direct Inward System Access (DISA) Direct Private Network Access Directory Number Directory Number - Flexible Attendant Directory Number - Listed Directory Number - Multiple Appearance (MADN) (Listed in NTP as MADN) Copyright © 2007 TEQConsult Group 179
  • 180. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Directory Number Delayed Ringing (Attendant) Directory Number Expansion Directory Number Key (Basic) Display of Access Prefix on CLID Display of Calling Party: Allowed / Denied Display Waiting Calls (DWC Key) Display Waiting Calls (DWC Key) (Adv) Distinctive Ringing by DN Distinctive/New Distinctive Ringing DNIS Do Not Disturb (Attendant) Dual Signaling on Analog Trunks Dual Value Added Server ID E.164/ESN Numbering Plan Expansion Electronic Brandlining Electronic Lock Network Wide/Electronic Lock on Private Lines Electronic Switched Network (ESN) Electronic Switched Network Compatibility on ISDN Electronic Switched Network Interworking Emergency Key (Advanced) Emergency Services Access (US E911) Emergency Teletype Messages End of Dialing on Direct Inward/Outward Dialing End of Selection End of Selection Busy End-to-End Signaling End-to-End Signaling Display Enhancement Enhanced ACD Routing (Adv) Enhanced E911 Enhanced Maintenance (Patching) Enhanced Malicious Call Trace Enhanced Night Service Enhanced Overflow (Adv) Equal Access Compliance Equi-distribution Routing Network Attendant Service Error Handling on ISDN Signaling Link Analog E&M TIE Trunks Expensive Route Warning Tone Copyright © 2007 TEQConsult Group 180
  • 181. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Extended Flexible Central Office Trunk Software Support Extended Multifrequency Compelled Sender/Receiver Extended Tone Detector Global Parameters Download Facility Restriction Level Fast Tone Digit Switch FCC Compliance for DID Answer Supervision FCC Compliance for Equal Access Feature Group D (FGD) Automatic Number ID First-second Degree Busy Indication Flexible Attendant Call Waiting Thresholds Flexible Attendant DN Flexible Busy Tone Timer Flexible CDR Digit Suppression Flexible Dial Tone Detection Flexible DID - Hospitality Specific Flexible ESN "0" Routing Flexible Feature Code Boss Secretarial Filtering Flexible Feature Codes Flexible Feature Codes, Enhanced Flexible Key Assignment Flexible Numbering Plan Flexible Numbering Plan Enhancement Flexible Orbiting Prevention Timer Flexible Tone and Digit Switch Control Flexible Trunk to Trunk Connections Flexible Voice/Data Terminal Number Forced Camp-On and Priority Override Format CDR Forward No Answer Call Waiting DID Free Calling Area Screening Generic XFCOT Software Support Group Call Group Hunt Group Hunt Queuing Limitation Group Hunt Queuing Limitation Enhancement Guest Entry of Automatic Wake Up (GEWU) Copyright © 2007 TEQConsult Group 181
  • 182. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Handsfree Transmission Parameter Download Held Call Clearing History File Hold in Queue for IVR (Adv) Hot Line Hunting Hunting by Call Type ICP Network Screen Activation, Flexible Idle Extension Notification In-Band ANI In-Band ANI (IANI) (Basic) In-band SIP Signaling Inbound AMP Inbound Modem Pooling In-Calls Key (Basic) Incoming Call Indicator Enhancement Incoming DID Digit Conversion Incoming Digit Conversion Enhancement Incoming Trunk Group Exclusion Incoming Trunk Programmable CLID Incoming Trunk Restrictions (Basic) Incremental Software Management India Phase II Individual Attendant Console Directory Number (IADN) Information Notification Service for Japan INIT ACD Queue Call Restore Integrated Messaging System Link - 3rd party VM Integrated Services Access Integrated Services Digital Network Integrated Trunk Access Integrated Voice and Data Intercept Computer Dial from Directory Intercept Computer Enhancements Intercept Computer Interface Intercept Treatment Intercept Treatment Enhancements Intercept Treatments Interchangeable Numbering Plan Area Interflow Key (Adv) Internal CDR Copyright © 2007 TEQConsult Group 182
  • 183. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature International CS 1000 Inventory Reporting IP Call Recording IP Security IPE Completion IPE Software Enhancements ISDN BRI ISDN CLID and Presentation ISDN CLID Enhancements ISDN PRI CO Connectivity ISDN QSIG ISDN QSIG Alternate Routing ISDN QSIG Basic Call ISDN QSIG Call Diversion Notification ISDN QSIG Call Diversion Notification Enhancements ISDN QSIG Call Transfer Notification ISDN QSIG Channel ID Coding ISDN QSIG Generic Functional Transport ISDN QSIG Name Display ISDN QSIG Name Display Enhancement ISDN QSIG Path Replacement ISDN QSIG/ETSI GF Enhancement ISDN QSIG/EuroISDN Call Completion ISDN QSIG/EuroISDN Call Completion Enhancement ISDN QSIG-BC and QSIG-GF Compliance Update Keyboard Dialing Last Number Redial Limited Access to Overlays Line Load Control - AUTOVON Line Lockout (Attendant) Listed DNs Lockout, DID Second Degree Busy, and MFE Signaling Treatments Log In / Logout Loop back on Public Exchange/CO Trunks Loop Start Supervisory Trunks M911 Call Abandon M911 MADN Display Coordination Maid Identification Make Set Busy Malicious Call Trace Copyright © 2007 TEQConsult Group 183
  • 184. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Manual Line Service Manual Signaling (Buzz) Manual Trunk Service MCDN Alternate Routing MCDN End to End Transparency Media Security Meridian 911 Meridian Hospitality Voice Services (Voice Mail) Meridian Mail Meridian Mail Trunk Access Restriction Meridian Mail Voice Mailbox Administration Message Center Message Intercept Message Registration Message Waiting Indication (MWI) Interworking Message Waiting Indicator Message Waiting Indicator by DN Message Waiting Lamp Maintenance Message Waiting Unconditional MFC Interworking with AML Based Apps MSDL Idle Code Selection MSDL Port Overload Counter MSDL Status Enquiry Message Throttle Multifrequency Compelled Signaling Multi-language Messaging Multi-language prompt support Multi-language Wake Up (MLWU) Multiple Appearance Directory Number Multiple Appearance Directory Number Redirection Prime Multiple Console Operation Multiple Customer Operation Multiple DID Office Code Screening Multiple Queue Assignment (ACD) Multi-Purpose Serial Data Link Serial Data Interface Multi-Site Mobility Networking Multi-Tenant Service Multi-User Login Music Music Broadcast Music, Enhanced Copyright © 2007 TEQConsult Group 184
  • 185. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature N Digit DNS Name Display for DNIS (Adv) Network ACD (NACD) Network and Executive Distinctive Ringing Network Application Protocol Link Enhancement Network Attendant Service Network Break-in and Force Disconnect Network Call Redirection Network Call Transfer Network Call Transfer and Network Extended Calls Network Class of Service Network CPND/Network Name Delivery Network Drop Back Busy and Off- hook Queuing Network Individual DND Network Intercom (Hot Type D and Hot Type I Enhancements) Network Message Services Network Metering CDR Enhancement Network Ring Again Network Signaling on Virtual Network Services Network Speed Call Network Tenant Service Network Time Synchronization Network Traffic Measurements Network Wide Listed DN New Flexible Code Restriction NI-2 B-Channel Service Messaging NI-2 Call By Call Service Selection NI-2 Name Display Supplementary Service NI2 TR-1268 PRI NI-2/QSIG Compliance Update Night Call Forward (NCFW) (Basic) Night Key for Direct Inward Dialing (DID) Digit Manipulation Night Mode (Basic) Night Restriction Classes of Service Night Service Night Service Enhancement for BRI Trunks Night Service Enhancements Night Treatment (Basic) Copyright © 2007 TEQConsult Group 185
  • 186. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature No Hold Conference North American Numbering Plan Not Ready NPI and TON in CDR Observe Agent Key Off-Hook Alarm Security Off-Hook Alarm Security Half Disconnect Enhancement Office Data Administration System (ODAS) Off-net Number Recognition Off-Premise Extension On Hold on Loudspeaker On-Hook Dialing Optional Outpulsing Delay Outbound AMP Outbound Modem Pooling Outgoing Hold Timer Increase Out-of-Service Unit (OOSU) Override Paging Partial Dial Timing Periodic Camp-on Tone Periodic Clearing Periodic Clearing on RAN, Meridian Mail, ACD and Music Periodic Pulse Metering Phantom Terminal Numbers Position Busy with Call on Hold Predictive Dialing Pretranslation Preventing Reciprocal Call Forward Prime DN Priority Agents Priority to CDR Priority Trunks Privacy Privacy Override Privacy Release Private Line Service Private to Public CLID Conversion Process Management for Networked Calls Property Management System Interface Public Network Feature Invocation Records Public Switched Data Service Pulsed E&M DTI2 Signaling Copyright © 2007 TEQConsult Group 186
  • 187. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature R2 Multifrequency Compelled Selective Route to Attendant R2 Multifrequency Compelled Signaling R2 Multifrequency Compelled Signaling 1.5 Mbps DTI R2 Multifrequency Compelled Signaling to DPNSS1 Gateway R2MFC CNI/CDR Enhancements R2MFC Signaling and basic features Radio Paging Recall after Parking Recall to Same Attendant Recall with Priority During Night Service Recall with Priority During Night Service, Network Wide Recorded Announcement Recorded Announcement Broadcast Recorded Announcement for Calls Diverted to External Trunks Recorded Overflow Announcement Recorded Telephone Dictation Recovery on Misoperation of Attendant Console Redirecting Name Display Enhancement for QSIG Call Re-routing Reference Clock Switching Release Key Remote Call Forward Remote Radio Paging Remote Virtual Queuing Restricted Call Transfer Restricted DID Class of Service Reverse Dial on Routes and Telephones Ring Again Ring Again on No Answer Ring and Hold Lamp Status Ringback Tone from CS 1000 Enhancement Ringing Change Key Ringing Instead of Buzzing on Digital / IP Telephones Room Status Routing by DNIS Number Routing Control Satellite Link Control Scheduled Access Restriction Scheduled Access Restrictions Copyright © 2007 TEQConsult Group 187
  • 188. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Scheduled Electronic Lock SDID Number as CLID for EuroISDN Trunks Secondary DN Call Blocking (SDNB) (Adv) Secretarial Filtering Secure OAM Seizure Acknowledgement Selectable Conferee Display and Disconnect Selectable DN Size Semi-Automatic Camp-On Semi-compelled MFC and Calling Number Identification Changes Series Call Service Network Wide Service Verification Set-Based Administration Short Buzz for Digital Telephones Singapore ISDN Restart Message Single Appearance DN Single-digit Access to Hotel Services SIP Signaling Security Six-Party Conferencing Slow Answer Recall Slow Answer Recall for Transferred External Trunks Software Defined Network Access Software Release ID Source Included when Attendant Dials Special Dial Tones after Dialed Numbers Special Signaling Protocols Special Trunk Speed Call Speed Call, System Speed Call/Autodial with Authorization Codes Stand-alone and Network Outgoing Non-metered CDR Transfer Enhancement (CDRX) Station Activity Call Detail Recording Station Category Indication Station Specific Authorization Code Station-to-Station Calling Stored Number Redial Supervised Analog Lines Supervisor and Agent Communication (ACD) Copyright © 2007 TEQConsult Group 188
  • 189. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Supervisor Control of Night Service (ACD) Supervisor Control of Queue Size (ACD) Supervisor Features Supplemental Digit Restriction and Recognition Survivable Media Gateway Synchronous Data Switching Taiwan R1 Modified Signaling Telelink Mobility Switch 1 Teletype Terminal Access Control in Multi-customer Environment Telset Call Timer Terminating Carriage Control Three-Party Conferencing Three-Party Operation Three-Wire Analog Trunk - Commonwealth of Independent States Time and Date Time of Day Routing Time Overflow (TOF) Queuing (Advanced) Time to Answer Tone to Last Party Tones and Cadences Tones, Flexible Incoming Total Redirection Count Traffic Reporting Transparent Data Networking Trunk Anti-Tromboning Trunk Barring Trunk Failure Monitor Trunk Optimization Before Answer Trunk Route Optimization Call Modification Trunk to Trunk Connection Trunk Verification from a Station Uniform Dialing Plan Uninterrupted Line Connections United Kingdom Analogue Hardware Support User Selectable Call Redirection Variable Flash Timing and Ground Button Variable Guard Timing VIP Automatic Wake-Up Virtual Directory Number Expansion Virtual Network Services Copyright © 2007 TEQConsult Group 189
  • 190. Nortel Response to VoiceCon RFP 2008 CS 1000 Software Feature Virtual Network Services in the UK with DASS2/DPNSS1 Bearers Voice Call Voice Call Override Copyright © 2007 TEQConsult Group 190