Business Communications ManagerDocument Transcript
Network convergence strategies designed
to empower organisations of all sizes
Network convergence strategies
for a broad range of markets
The powerful synergy created by converging traditional data
networks with breakthrough IP telephony applications offers
significant benefits to businesses.
Whether it’s using Internet Protocol (IP) By supporting both digital and IP Network solutions that can
networks to handle telephony traffic, telephony in a single, easy-to-manage, help grow the bottom line
establishing Interactive Voice Response cost-effective unit, this scalable platform
and Auto Attendant applications to enables organisations to adopt IP-based Business Communications Manager
provide higher levels of customer service, solutions at their own pace. delivers a complete, stand-alone solution
or network management tools that that provides a smooth migration path
deliver streamlined global solutions, to the IP-enabled networks of the future.
Business Communications Manager Whether a company wants to establish
can help businesses gain a strategic IP telephony on-site, extend the service
edge over their competitors. to remote sites, or to home offices,
Nortel Networks can help. Unlike digital
telephony equipment, IP phones are
connected directly to the data network.
This enables companies to capitalise on
the economies of a single, simplified
wiring system for both data and voice
networks. Business Communications
Manager also supports a full range of
flexible wireless IP solutions to streamline
Retail and eCommerce
Business Communications Manager
helps deliver new levels of customer service
that can set organisations apart from the
competition. For example, Interactive
Voice Response (IVR) enables customers
to save time by reordering products simply
through entering information via the
touchtone keys on their phone. If they
have a question that needs personal
assistance, Auto Attendant gives them the
option to be routed to a staff member,
request a callback, or receive other
information. This can cut customer on-
hold times and increase employee efficiency.
Business Communications Manager
delivers cost-effective IP Telephony access Finance and Insurance Healthcare
to as few as ten users. As a company’s
When security is a priority, Virtual Staff can have instant access to medical
business grows it can be expanded to
Private Networks (VPNs) create records via their laptops from anywhere
support up to 200 users. Powerful
encrypted data tunnels between corporate in their facility, accessing and updating
management solutions are available that
sites over the Internet, delivering Triple patient records as they make their
help companies configure new units with
DES security without the need for costly rounds. Wireless phones also increase
ease, and make quick, efficient global
leased lines. IP telephony, voicemail, and efficiency by keeping staff in constant
changes to all the units on their network.
four-digit dialling between branches contact with their co-workers. By
improve operational efficiency and reduce eliminating the need for purchasing,
Government and Education
costs. Security is also enhanced by using cabling, managing, and maintaining
For central and local government and for file transfers, email, and unified legacy telephony equipment, facilities
education, Business Communications voice/data/fax messaging. can cut costs through simplification of
Manager offers a robust, stand-alone their internal network.
solution that provides virtually seamless Telephony costs are effectively contained
voice networking capabilities. Centralised by consolidating incoming lines and
voicemail and four-digit dialling can be rerouting traffic over available bandwidth
extended to all branch locations over the on the corporate IP network. Incoming
wide area network (WAN). Advanced customer calls can be routed through a
telephony features – such as call transfer main or regional facility and distributed
between branches, conference calling, to Business Communications Manager
call centres, universal/co-ordinated units at branch locations manually or
dialling plans, and wireless telephony – using the integrated Auto Attendant. Call
streamline internal operations and Detail Recording allows companies to
increase efficiency. track telephony usage patterns across the
network, delivering a precise picture of
how network resources are being utilised.
Nortel Networks Business
Communications Manager 400 and
Business Communications Manager 200
Solving business challenges
with hybrid digital/IP solutions
Today’s competitive marketplace demands that organisations Nortel Networks has brought
adopt new technologies that can help deliver improved eight key capabilities into a
customer service, reduce operating expenses and increase single, affordable device
revenues by expanding market reach. that’s designed to help
businesses offer exciting new
services while simultaneously
A member of the Nortel Networks • Business Communications reducing costs.
Succession converged IP telephony Manager 400 is designed to bring
portfolio, Business Communications the benefits of converged voice/data
Manager is available in two different networking to small- to medium-sized Digital and IP telephony from a
models: sites of 16 to 200 users. single, cost-effective device. Business
Communications Manager can support
• Business Communications Both models offer key technologies up to 160 digital telephones (or up to
Manager 200 is designed to supply that can help businesses compete more 200 telephones, using a mix of digital
the benefits of converged voice/data effectively, including support for both and IP phones) and can offer a level of
networking to smaller sites, typically IP and digital telephony, Interactive flexibility and usability that is unmatched
of 10 to 24 users and more (up to 64 Voice Response, Auto Attendant, Unified by any other product in today’s market.
using a mix of digital and IP phones). Messaging, and more – all from a single,
cost-effective, easily-managed device.
IP-enabled or pure-IP
networks? The choice is yours.
Whether a company is creating
a hybrid digital/IP telephony
environment, or creating a
new IP-based voice network,
Nortel Networks has the solutions
to ensure its success.
For customers interested in a
traditional digital telephony
Communications Manager supports
the requirements of sites with up to
160 telephones. Nortel Networks
Business Series Terminals provide a
full-featured option for traditional
digital phones. Full interoperability
and support are also offered for
Nortel Networks Norstar and
Centralised configuration and Virtual Private Networks (VPNs) Unified messaging increases
management for networks of all sizes. for enhanced security. Intra-site Virtual productivity by consolidating all
In addition to an intuitive application Private Networks (VPNs) enable incoming messages – including email,
that’s ideal for configuring a single unit organisations to use the public Internet voicemail and faxes – on to the screen
or small networks, Nortel Networks for secure communications, reducing of a user’s PC.
delivers Network Configuration Manager, the need for costly leased lines. Contivity
a powerful, global, template-based clients can now be loaded on to users’ Hybrid environment leverages
solution that simplifies the management remote PCs and laptops, delivering existing investments in Meridian and
of large networks containing hundreds secure access from any location. Norstar systems, offering a future-proof
of units. migration strategy.
Call centre applications combine
Interactive Voice Response (IVR) personalised agent interaction and Simplified network infrastructure
for improved profitability. Now smaller customer support with advanced web- cuts costs by connecting IP phones over
companies can cut down on customer based solutions. The silent monitoring the LAN wiring system, streamlining
hold times, increase the efficiency of feature enables supervisors to listen to network management and extending
their employees, and improve customer calls as they occur, helping to ensure connectivity to multiple sites over the
service by offering information and high levels of customer service. IP network.
ordering capabilities from the keypad
of any touchtone phone.
Business Communications Manager campuses without the distance effective IP telephony infrastructure,
is also ideal for supporting IP limitations of digital systems. or a pure-IP solution capable of
telephony in hybrid digital/IP In addition, wireless IP telephony delivering advanced network
and pure-IP environments. The provides companies with services, Nortel Networks can help.
Nortel Networks i2002 and i2004 exciting new ways of meeting
Internet Telephones combine the their business requirements. Today’s increasingly competitive
functionality of the popular Wide-area connectivity over IP marketplace poses a challenge to
Meridian handsets with the power extends advanced call centre single-site and multi-site businesses:
and flexibility of IP telephony, and and messaging applications to to adopt technologies that will help
the Nortel Networks i2050 Software both branch and home offices, businesses grow and compete
Phone brings complete telephony creating a more cohesive structure more effectively.
functionality to a Windows PC. that will maximise the efficiency
of personnel. Nortel Networks understands that
new hardware investments need to
IP telephony – A technology
Best of all, Business Communications deliver tangible benefits. Business
whose time has come Manager is a flexible, future- Communications Manager is
Until now, it’s been impossible to proof solution that will enable designed to help organisations
find an affordable platform that’s organisations to adopt new achieve the strategic edge they are
capable of handling both data technologies at their own pace. looking for, reduce operating costs,
and IP telephony in a converged Whether a company is interested improve customer service, and
environment. Telephony can now in a gradual migration from digital increase revenues by expanding
be easily extended across large PBX phone systems to a more cost- market reach.
Finding the strategic edge
Hybrid digital/IP telephony • sufficient bandwidth. For example, IP telephony offers a truly portable
solutions a user can connect his laptop at solution. Any port with sufficient
any branch office, plug in the bandwidth on the LAN/WAN will
Unlike some competing products that Nortel Networks i2050 Software Phone, provide the connectivity needed – just
require companies to make an ‘either/or’ and place or receive calls exactly as if plug in a configured phone or laptop
choice, Business Communications located at his home office. and a user is ready to go. And if wireless
Manager gives them the option of IP connectivity is required for a phone,
continuing to support, or even expand, laptop, or scanner, the equipment will
• Flexible connectivity options that allow
their digital telephony network, while work anywhere on the network where
companies to deploy handsets across the
simultaneously deploying IP telephony there’s an 802.11b access point installed.
data infrastructure, including wireless
where it suits the needs of their organisation.
802.11b connectivity and extended
fibreoptic cabling runs. Business Communications Manager
Business Communications Manager delivers a fully integrated solution that
provides an elegant, self-contained does not require external devices – such
• Unlike digital phones, which are
solution that is simple to deploy and as application servers or voicemail servers
hardwired to the PBX base unit, the
manage. Unlike complex chassis-based – to realise the benefits offered by IP
Nortel Networks i2002 or i2004
products that can only be deployed at telephony. These capabilities are native to
Internet Telephones or Nortel Networks
the central site, this cost-effective solution the unit, improving network reliability
i2050 Software Phone will work
can be installed in the branch office and resiliency because there are fewer
anywhere on the data network, even
environment and easily managed from devices to manage and keep online.
over a remote connection. In addition,
any remote location. To ensure prioritisation of latency-
the Contivity VPN capabilities of
sensitive network traffic such as voice,
Business Communications Manager
Business Communications Manager the Nortel Networks BayStack 460-24T-
extend secure voice services over the
enables the network of companies to PWR Switch or other DiffServ-capable
be extended economically without device should be installed on the network.
sacrificing features or functionality.
• Toll-free telephony between branch
Both units deliver the unique benefits
offices eliminates toll charges. By using
of IP telephony, including:
the extra bandwidth on the wide area
network (WAN) for IP telephony,
• Portable connectivity options that enable
companies can leverage the untapped
a configured handset or computer to be
capabilities of their existing data
connected to any LAN/WAN port with
infrastructure to maximise the return
on their current network investment.
Data services Even for small sites, Nortel Networks Many small-and medium-sized
delivers a solution capable of meeting all businesses, as well as larger enterprises,
In today’s challenging business
the data and voice networking needs of a can’t afford a full-time receptionist at
environment, the fast, secure exchange
company from a single, easily managed every site. The Auto Attendant feature
of information between the users in a
device – Business Communications solves that problem with customer-
company is a prerequisite for success.
Manager. The unit includes on-board controlled routing that gets callers where
Until now, achieving this level of
routing capabilities and is capable of they need to go – fast. This ensures that
connectivity has required the purchase
extending Internet connectivity to all customers can always reach the company,
of multiple devices, posing financial
users, enabling them to communicate via eliminating busy signals and the potential
and network management challenges
email, access web sites, and share files for missing an important call or message.
that small-and medium-sized businesses
between remote locations.
were not prepared to meet.
Business Communications Manager
Voice messaging will help organisations create a flexible,
For organisations that need to establish
scalable solution that will improve
secure communication between sites, Up to 75 percent of business calls are customer service and streamline
Business Communications Manager not completed on the first try, and that is internal and external communications.
supports the creation of Triple DES why efficient voice messaging is essential These enhanced voice-processing
encrypted Virtual Private Networks to a company’s success. To maximise applications are an incredible time saver,
(VPNs). Contivity software clients can efficiency, Business Communications and will dramatically simplify companies’
be loaded on to a user’s laptop or PC, Manager CallPilot unified messaging message management.
and costly leased-line connections can solution enables employees to manage
be reduced or even eliminated by their voicemail, email, and incoming
establishing secure, encrypted tunnels faxes directly from any multimedia
over the public Internet, corporate Windows PC. Users can listen to
intranets, and extranets. Ideal for voicemail, save or forward messages,
protecting sensitive data, VPNs use the view faxes on the screen and forward
most powerful IPSec encryption and them as email, or even use Caller ID
authorisation technologies available, and to go straight to the message they have
can be extended to a Nortel Networks been waiting for.
Contivity Extranet Switch, a Nortel
Networks Shasta 5000 Broadband
Service Node, or another Business
Call centre number by the next available agent.
Special offers can be provided via the web
When customers pick up the phone,
while they are waiting; and if they just
what happens next can make the
need a quick question answered, they can
difference between the success and failure
‘chat’ online when their message reaches
of a business. Whether customers are
the head of the queue.
calling to place their first order, to
reorder, or for support with an existing
Business Communications Manager
order, Business Communications
also supports Computer Telephony
Manager can help deliver the top-flight
Integration (CTI), which enables call
customer service that leads to success.
centre agents and other users to have
access to caller information before the
Through the power of IP telephony,
conversation begins. Recent purchases
Business Communications Manager
are displayed on the screen, enabling
enables agents in multiple locations to
agents to provide improved customer
support the same queue – even agents
service and more efficient call handling.
working from home can receive calls as if
By giving customers rapid access to sales
they were at the central site. Customers
and support personnel via the phone,
browsing the website of an organisation
the web, and email, businesses can
can enter the queue simply by clicking a
deliver the highest levels of customer
button and entering their phone number.
service – even better than larger
When their request reaches the front of
competitors who haven’t adopted
the queue, they are called at the specified
these advanced techniques.
What is a converged • Simplified networking architecture.
networking environment? A single infrastructure is capable of
carrying both data and telephony
In a converged environment, both
traffic, saving money by eliminating
telephony and data signals are
the need to install separate cables
transmitted as packets over the data
and manage two networks. This
network. This approach delivers
approach reduces repair time and
several advantages, including:
streamlines system installations
• Cost-effective IP telephony.
Bandwidth resources that have
• Portable, flexible solution. Network
traditionally been restricted to
deployments and reconfigurations
data can now be used for telephony,
are simplified, and service can be
maximising the efficiency of a
extended to remote sites and home
company’s network and simplifying
offices over cost-effective IP links.
network management. Digital voice
circuits can be relegated to back-up
status or even eliminated, and toll
charges between branch offices can
Network architecture voice connections can now be transmitted Prioritising network
over the same fibre connection as the traffic with the BayStack
Business Communications Manager
LAN. This eliminates the need for dual
delivers a flexible, scalable solution for 46D-24T-PWR Switch
cabling plants, dramatically increases
growing businesses. Ideal for creating Now there’s a way to make a company’s
cabling distances, and provides a network
branch office connectivity between network priorities mirror those of their
architecture that is both more efficient
multiple sites, the hybrid digital/IP-based business. By installing the BayStack 460
and easier to manage.
solution delivers multiple benefits in Switch with Business Communications
terms of creating a more unified, Manager, the network becomes an
Key benefits are realised by enabling
cohesive, and cost-effective network for intelligent partner that can prioritise
personnel at different sites to reside on
businesses. Capable of supporting a business-critical traffic, helping to get the
the same network. Companies of all
hybrid environment of digital telephony, most out of the existing infrastructure.
sizes can use Business Communications
IP telephony, and 10/100 Ethernet data DiffServ ensures that latency-sensitive
Manager to create a unified
networks, this innovative platform applications and selected users will
communications network that supports
maximises the utility of a company’s receive platinum-level service, while less
multiple branches – and even home
existing equipment while providing a urgent traffic is allocated bandwidth on
offices – over IP connections. Companies
smooth migration to the IP-enabled a lower-priority basis.
with a Meridian 1 PBX phone system
networks of the future.
installed at the central site can extend
CallPilot and Meridian Mail services Traffic prioritisation is especially
Until now, companies of all sizes have important for businesses that support
to remote offices where a Business
traditionally used separate cabling mission-critical IP applications –
Communications Manager is installed,
installations to support their data including IP telephony – but do not
optimising their existing investment by
network and PBX phone systems. Each want to incur higher costs by over-
extending unified voice/fax/email
telephone needed its own twisted-pair provisioning the network to ensure
messaging to the remote site. Both
copper connection to the central PBX bandwidth availability.
approaches provide centralised voice
unit, and typically had to be located no
services, and offer four-digit extension
more than 1,200 metres away. In the
dialling to any point on the network –
converged environment created by
including home offices connecting over
Business Communications Manager,
broadband or cable.
Whether your business is transitioning from digital to IP telephony, or
you're creating a new IP-only environment, Nortel Networks delivers
the only integrated solution that supports either approach.
Figure 1: Business Communications Manager single-site solution
Figure 2: Business Communications Manager multi-site solution
Putting the power of IP telephony
to work for businesses
In an increasingly competitive marketplace,
companies of all sizes need to find a strategic edge.
Business Communications Manager To learn more about how Business
helps companies compete more Communications Manager can put
effectively by delivering new technologies the power of IP telephony to work
designed to increase the efficiency of for businesses, contact your local
their personnel, maximise the viability of Nortel Networks representative, or call
their existing resources, and reduce 00800 8008 9009 for more information.