Alcatel-Lucent OpenTouch Multimedia ServicesAlcatel-Lucent OmniPCX Enterprise Communication ServerCO n v E r G E d M u LT i M E d i A CO M M u n i C AT i O n f O r L A r G E E n T E r P r i S E SSmartphones are everywhere. Employees are younger and more connected. The workforce is distributedacross locations. Business cycles continuously accelerate. For enterprises, these converging trends demandcommunications solutions that help employees collaborate across devices, applications, processesand locations. The Alcatel-Lucent OpenTouch™ suite turns traditional enterprise communications into rich conversations by making multi-device, multi- party, multimedia collaboration part of everyday business — and it’s all provided on a platform that’s easy to manage. When employees are more agile and productive, the business is more agile and productive. The OpenTouch Suite delivers native multimedia (video, voice, instant messaging, content sharing) and multi-device conversation services to help users better engage with customers, partners and peers — and thereby improve their productivity at work. OpenTouch offers a seamless user experience, based on natural conferencing capabilities, across devices and locations over time. As a key component of this suite, the Alcatel-Lucent OmniPCX™ Enterprise Communication Server (CS) 10.0 is a communications platform that delivers world-class business telephony features for medium, large and very large-sized companies with a choice of either centralized or decentralized IP telephony solutions. OpenTouch Multimedia Services 1.0 complements OmniPCX Enterprise CS and offers the new OpenTouch conversation services.
FEATURES BENEFITS Conversation services on screen-based devices  Next-generation enterprise communications experience on touch-screen desk phone, PC and smartphones User-centric communications experience across devices full-featured access to enterprise communications services across devices while on-site or off-site and locations  Conversation services with integrated multimedia Enables virtual teams across sites with rich multi-party communications including Instant Messaging, Web conferencing and presence from the desktop  sharing, HD video Business communications services including attendant increase employee communication efficiency. reduce the on-net and off-net communication costs and least cost routing services Embedded voice-centric customer services, multimedia Increase customer satisfaction by improving call resolution while optimizing support resources customer service integration Centralized or decentralized IP Telephony infrastructure Enables a choice of network configurations and a choice of IP, IP/TDM or TDM endpoints, minimizing flexibility and software scalability additional investment and enabling a smooth migration Open SiP and video at the core  Multimedia and standards-based openness Open Application Programming interfaces  using Web Easier agility when integrating communications with business processes Services and rEST technology Simplified and unified Management  reduced total cost of ownership of business communication and conversation servicesTechnical Specifications Manager-assistant OmniTouch 8600 My Instant Video rooms and telepresence • Teams Communicator  • Lifesize Conference, Room, Team, • Filtered lines, private lines • Conversation services on a PC Express series (AAPP)Communication services desktop • Text Messaging, Instant Messag- ¬ Full HD video (1080p30) ing, voice Messaging • PC desktop integrationConversation services  ¬ PTZ camera • Discreet listening • Microsoft Windows XP, Vista, 7• Wideband Voice over IP, HD ¬ Microphone pod video and instant Messaging (iM) Teams and groups • Citrix XenApp 4.5, 5.0 ¬ Continuous presence or virtual communications multiway • Hunting groups, queues LifeSize® Passport (AAPP)• Ad-hoc audio, video, IM and Web ¬ SIP, H.261, H.263, H.264, H.460 • Supervision • Desktop audio/video appliance for conferencing using voice-activat- ed video switching office and remote workers Multi-tenancy On-site mobility• Scheduled audio, video, Web • HD video (720p30) • Services per entity: OmniTouch 8118/8128 WLAN and conferencing • SIP, H.261, H.263, H.264, H.460 300/400/500 DECT ¬ Speed dial• Enterprise presence including • Business communication services conversation status ¬ CLiP/CLir OmniTouch IP Touch™ 8 and 9 Series Phones • Hands-free• Desktop phone and mobile phone ¬ Auto attendant control from PC • Business communication services • Headset capability ¬ Greeting message• Universal directory access • Embedded alpha keyboard • Integration with notification and ¬ Music on hold location-based services (AAPP)• Call by name, by skill ¬ night service • Display of participant name and contextual feature keys • Unified call and messaging history Off-site mobility across devices Desktop communications • Hands-free, loudspeaker an-  nouncement • One number and messaging• One-number routing OmniTouch 8082 My IC Phone • Headset capability (Bluetooth®, etc.) • Access to business services• Rapid session shift between • 7’’ capacitive and haptic touch devices screen • Alcatel-Lucent NOE protocol, SIP • Software client with menu-driven or nOE over SiP interface• Visual mailbox access • Media player, screensaver and pictures • Add-on supervision modules• Desktop integration OmniTouch 8600 My Instant • Microsoft Outlook sync • XML Kit/library for developers Communicator Mobile Business communication • Conversation services • Presence, instant messaging, list services • Manager – assistant PC Desktop integration  of participants on BlackBerry®• Centralized directory, call by name conversations • Desktop phone and mobile phone • Visual messaging for control• Multiline telephony • Hospitality mode ¬ BlackBerry • One number control• Call options, speed dials • SIP audio and IM, Web Services ¬ iPhone® • Unified Messaging control• Audio conferencing • 3rd party Web-based applications ¬ Android ® support • Microsoft® desktop• Personal and enterprise call rout- ¬ Windows Mobile® ing and forwarding • SDK, developer portal ¬ Outlook 2010 • Easy deployment:• Call-back features • 10/100/1000 Ethernet ¬ Exchange Server 2003, 2007, 2010 ¬ RIM BlackBerry Enterprise • Lawful intercept • Bluetooth® Server ¬ Office Communicator 2007 R2• Call history • G722, G722.2 wideband audio ¬ Apple AppStore • IBM ® desktop• Contextual voice prompts • 802.3 AF PoE (class 3) ¬ Google Android Market ¬ Lotus Notes 8.0.x, 8.5• Informal group features ¬ Windows Mobile Device Center ¬ Lotus Domino 8.0.x, 8.5 ¬ Lotus Sametime 7.5.1, 8.0.x, 8.52 Alcatel-Lucent OpenTouch Multimedia Services | data Sheet
OmniTouch 8622 My Cellular Customer Services • Wallboard display control for LED • Transaction code (with reporting)Extension & TV • Supervisor Help / monitoring OmniTouch Contact Center ¬ BlackBerry Standard Edition • Genesys Workforce Management • Agent desktop VoIP and IP plug-in ¬ Windows Mobile OmniPCX embedded distribution • Openness to other WFM • Multimedia Genesys Agent Desk- ¬ nokia intellisync Call Connect • Patented visual tool to manage top (GAd) with screen-pop and Genesys Compact Edition contact history configuration & design routing, Hospitality communication to check call flow in real time and Segmented media distribution • IP Touch 8 and 9 Series phone services update • Visual Contact Center reuse of support• My IC Phone, 8 & 9 Series or • Skill- and cost-based distribution popular/patented CCS matrix con- • Home & mobile agent with analog analog phones cepts applied to blended e-mail / telephone, dECT, GSM, mobile • Conditional pilot overflow on voice routing.• Guest features voice mail• Room service features • Windows drag-and-drop configu- Supervisor features • Pilot forwarding to other pilot ration capabilities• Room directory features • Routing time schedule • Object including both voice and • Contact segmentation based on e-mail – real-time statistics • Billing and barring features • Expected and Remaining waiting qualification and type of service monitoring time announcement • Skill- and cost-based distributionAttendant Services • Call monitoring barge in and • Group selection: fixed head, • Queue management: waiting, discrete listening• Call queuing services cyclic, longest idle time dissuasion, overflow • Service-level management and • Alarm indication Outbound • Conditional overflow monitoring• Attendant group features • Preview, progressive, predictive • Estimated waiting time informa- • Overrun option automatically • Busy lamp field tion with options increases agent licenses during• Multi-tenant services • Visual Agent Scripting for out- 10-day peak period by 30% bound quality dialog defined by • Look ahead contact routing• Record online non-programmers • Multi-stage and multi-level priori- Supervision and statistics• Trunk and charging features tized queuing Architecture • Enhanced, easy-to-use custom-• VIP line features • Multimedia group, queue and ization of historical predefined • User management features • Distributed Contact Center with agent selection Microsoft Excel®-based reports ABC network • Scheduled time-of-day routing • Add-on module • Scheduling and generation of • HA and branch survivability with • Agent skills and group levels historical reports• Headset capability OmniPCX • Group selection: cyclic, top down, • Voice and e-mail object alarm Attendant Positions • Home & mobile agent with analog longest available monitoring telephone, DECT, GSM, IP Touch 8 • PC-based IP attendant & 9 Series phones • Alarm/alert customization Visual IVR• PC-based 4059 EE attendant • Optional integration with full • Unicode supporting multiple console • Embedded in VisualCC reusing languages featured ivrs OmniPCX resources, no additional• IP Touch 4068 EE hardware • Wallboard display control for LED Voice announcement & TV • Used for interactive qualification Messaging Services • External /external voices guides or when in queue or as a group Openness options• Integrated or Unified Messaging  • From audio station or IPTouch • Icon selected from Visual CC phones • End-to-end detail statistics ¬ Local storage, iMAP servers reporting• 4645 Voice Messaging Services E-mail Agent features • Optional integration with full • Extended recording and playback • Auto-acknowledgment and featured ivrs • Free seating agent position redirection control • Genesys Workforce Management • Logon/logoff, withdraw, Wrap-up • Keyword classification• Message Waiting Indication and (manual or CTi-based) • Workforce management interface visual control • Backlog and work-bin • Private call barring management • CRM Gplus Adapters – Microsoft • Automated Attendant Dynamics® business software, • Transaction code (with reporting)• Personal Automated Attendant Outbound SAP® software • Supervisor Help / monitoring• Distribution lists • Preview, progressive, predictive • Agent direct call with statistics Professional services provided• Record online • Visual Agent Scripting for out- options • CCA applications: IP Touch 8 & 9 • Shared mailbox Series phones on toolbar provid- bound quality dialog defined by • Interface to Remedy, Salesforce, ing personal statistics non-programmers Pivotal and othersFax Services  Voice announcement • CC Teamer real-time commu-• Embedded software Supervision and statistics nication with presence status,• SIP, SIP/TLS, T.38 Fax over IP, • Real-time statistics • Agent tutorial voice guides conferencing and collaboration SMTP • Alarm handling • Routing voice announcement via OmniTouch My Teamwork™• Microsoft Outlook/Exchange updates Conferencing and Collaboration • Customizable alarms and reports desktop integration 2003, 2007, 2010 • Redirection, closing, opening an- • Discrete call listening and moni- nouncements• Microsoft desktop integration toring OmniTouch 4625 CCIVR• IBM Lotus/Domino 7, 8, 8.5 • From audio station or IPTouch • Predefined and customizable phones • Short deployment time and easy • Web access Microsoft Excel-based statistics access to autonomy with pack- and reporting Agent features aged ivr including Application • Export of communication reports Generator • Free seating agent position (ASCii files) • 65 Building Blocks and debug • Logon/logoff, withdraw, Wrap-up mode • Statistics download (FTP) (automatic or manual) • Free seating supervisor position • Outbound applications • Private call barring Alcatel-Lucent OpenTouch Multimedia Services | data Sheet 3
• ASR, TTS, Voice Mailboxes, Fax Software • Voice-activated video switching • SSHv2 for secure sessions (Telnet, • Advanced integration with OTCC • Red Hat® Linux® and Linux for ad-hoc conferences  fTP, etc.) Standard Ed., Genesys Compact Kernel 2.4.17 • Continuous presence  (requires • SSLv2/v3 for secure HTTP session Ed. and Genesys additional MCu) • SNMP v1/v2c/v3 for complete Business process ¬ rAdviSiOn Scopia, Scopia Elite nMS integrationGenesys suite integration • TAPI, MAPI, DDE, OLE.com, LDAP • ISDN gateways (AAPP) • Client/device confidentiality (sig-• OmniPCX Routing Service Intel- naling protocol and media) ligence (rSi) Application partner interfaces • Video Center (AAPP) (AAPP program) • IPSec and Secure RTP (AES ¬ Optimization by leveraging Om- Fax 128 bits) niPCX features and resources • SIP • G3, super G3 fall-back ¬ Database synchronization • XML Web Services Integrity • Automatic fax detection ¬ CCd backup on OmniPCX • CSTA, TSAPI Premium Server, TAPI • Media gateway and IP Touch Premium Server, RTI, WMI • G.711 transparent (Alcatel-Lucent binaries signatures• 8 & 9 Series agent display protocol) and T.38 (Alcatel-Lucent • DR-Link protocol, H.323 and SIP) • System maintenance and accessOperations  • Alcatel-Lucent Hospitality Link, ¬ dual port (hot standby mode) infoCenter Messaging networks ¬ Local and remote logging• Centralized or distributed manage- ment via OmniVista 8770 NMS • OmniVista Tickets Collector, CDR • 4645 VMS: IMAP4, VPIM, Octel- (syslog)• Comprehensive application suite • QSIG, Paging Interface net and Amis ¬ Serial console port for local to manage OmniPCX Enterprise and remote (call back modem CS from 8.0 and OpenTouch Session Initiation Protocol Trunks dialup) access• Real-time performance monitor- (SIP) Private networking protocols ¬ network time protocol (nTP) ing including MOS and r-factor • SIP proxy/registrar/redirect server • Alcatel-Lucent ABC server and client for network and SiP gateway wide time synchronization• Advanced proactive real-time ¬ user feature transparency thresholding and alerting with • Server redundancy (active/ ¬ network-wide management User authorization to communi- versatile reporting capabilities passive) ¬ network-wide routing cation services• Tailored and animated topology • Branch office survivability ¬ Centralized applications • Call monitoring feature maps IETF standards • IP: • Internal toll fraud protection by • Multi-carrier metering class of services• Unified Web and LDAP corporate • SIP RFC: 2782, 3261, 2543, 3262, ¬ ABC based on enhanced QSIG 3263, 3264, 3265, 3311, 3323, (tunneling) and H.323 for VoIP • PIN codes for calls directory 3324, 3325, 3327, 3515, 3891, ¬ SIP, H.323v2 • Barring categories• Company directory 3892, 3398, 3608, 3966 (partial), • PIN for DISA• Evolution path from OmniVista 4497, 2327, 2617, 1321, 2833, ¬ ABCVPN for networking over 4760 4733, 3842, 4028, 3725 (partial), iSdn/PSTn network Hardware 3960 (partial) • TDM: Appliance Servers or Bladeinfrastructure • RTP RFC: 1889, 1890, 2198, 3550, ¬ ABC Centers 3551, 3711, 3362 ¬ QSIG BC, QSIG GF, DPNSSCapacities • OpenTouch Multimedia Services SIP best practices: RFC 4504 • OpenTouch Multimedia Services ¬ Software distribution Security ¬ Single server: 1,500 users with ¬ HP DL Appliance Server conversation services, 3,000 Voice over IP Global security certification • G722, G722.2 audio wideband • OmniPCX Enterprise CS My iC devices • Common criteria EAL2+ • G.711 A-law and μ-law, G.723.1A, ¬ IBM x appliance servers• OmniPCX Enterprise CS G.729.AB audio Authentication ¬ IBM Blade Center ¬ Single server: 15,000 IP us- ers/5,000 TdM users • Call admission control • Local, RADIUS, LDAPS ¬ HP DL appliance servers ¬ 100 servers in a single network • Automatic compression algorithm authentication ¬ HP BladeSystem Blade Center allocation • NTLM Single Sign-On  ¬ fully networked servers, • Dynamic jitter buffer, echo cancel- (My iC desktop) Racks 100,000 iP/TdM users with single image lation, Packet loss concealment • Client/device (IP Touch) network OmniPCX Enterprise RM1 (PLC), VAD: silence suppression access (19-in. rack) ¬ 250 servers in a supra network and comfort noise generation • 3 modular slots (stackable up to ¬ >1 million users in a supra- ¬ IEEE 802.1X MD5/TLS • DTMF Q23, robust DTMF relay, 3 with rM3) network RFC 2833 Traffic filtering • 2.60 in x 17.40 in x 15.75 in ¬ BHCC per server: 300,000 • Generic signal qualification and • OmniPCX Enterprise CS • 66 mm x 442 mm x 400 mm modem transport (HxWxD) - weight: 22 lb (10 kg)Architecture ¬ Trusted hosts file • Anti-saturation mechanism; • Centralized or distributed CS ¬ TCP wrapper function backward and forward automatic OmniPCX Enterprise M2 (cabinet)• CS and database duplication gain control • Client/device (IP Touch) • 1 ACT 28 or 2 ACT 14• Main-standby seamless communi- • Embedded signal quality ¬ ArP spoofing protection • 10.04 in. (255 mm) cations fail-over diagnostic tool ¬ PC port switch vLAn filtering • 29.13 in. (740 mm)• Passive CS for business communi- • QoS: TOS or DiffServ tagging, cations full-featured branch-office 802.1 p/Q Encryption • 22.44 in. (570 mm) survivability • Weight: 154.32 lb (70 kg) • Secure SIP/SRTP• Backup signaling link for branch- Video ¬ 4028, 4038, 4068 (NOE over office survivability • SD/HD video SiP mode)• TDM or IP switching • H.263, H.264 ¬ SiP trunks4 Alcatel-Lucent OpenTouch Multimedia Services | data Sheet
OmniPCX Enterprise AC 14-in • Advanced Radio Base Station Telephony protocols Environmental conditionsdata rack format (19-in. rack) (RBS) ¬ Alcatel-Lucent OmniPCX (nOE) • ETSI – ETS 300 019 Part 1-1: • 48 V power supply and battery ¬ 12 simultaneous ¬ SiP Storage backup communications • ETSI – ETS 300 019 Part 1-2: • 1 ACT 14 ¬ Dedicated DECT8 board Paging Transportation• Depth: 15.09 in. (383.4 mm) ¬ External power supply • ESPA 3 protocol • ETSI – ETS 300 019 Part 1-3: In • Height: 10.41 in. (264.4 mm) ¬ Outdoors versions • External call waiting on voice use• Width: 19.15 in. (486.3 mm) prompt WLAN • Internal and external calls transfer Telecom• Weight: 66.14 lb (30 kg) OmniAccess WLAN access points to pager features • ETSI EG 201 121OmniPCX Enterprise RM3 and WLAN controllers • ETSI ES 203 021(19-in. rack) International directives • IEEE 802.11a/b/g/n • ETSI TBR 021, 010, 022, 003, 033, • 9 modular slots (stackable up to 3 • EC Directives • IEEE 802.11i 004, 034, 008, 038 with rM1) • 94/9/EC: ATEX • Radio frequency range • ITU-T H.323• Takes optimized hardware mod- • 1999/5/EC: R&TTE ¬ 2.4 GHz to 2.4835 GHz • FCC Part 68 ules (or/and • 1999/519/EC: SAR e-CS communications server) ¬ 5.150 ~ 5.250 GHz (low band) • Canada CS03 • 2002/95/EC: ROHS• Depth: 15.75 in. (400 mm) ¬ 5.250 ~ 5.350 GHz (mid band) • 2002/96/E: WEEE Over voltage and over currents• Height: 6.06 in. (154 mm) ¬ 5.470 ~ 5.725 GHz (Europe) • 2004/108/EC: EMC • ITU-T K.21, K.22• Width: 17.40 in. (442 mm) ¬ 5.725 ~ 5.850 GHz (high band) • 2005/32/EC: Ecodesign• Weight: 38 lb (17 kg) Automated radio coverage • 2006/95/EC: LVD SafetyOmniPCX Enterprise M3 (cabinet) • Dynamic RF management for AP channel power and channel • IEC 60950-1• 2 ACT 28 or 2 ACT 14 optimal setting • UL 60950-1• Depth: 20.31 in. (516 mm) • Self-healing around failed access • Height: 59.05 in. (1500 mm) points SAR• Width: 22.4 in. (570 mm) • Cenelec EN50360 Wireless security• Weight: 242.5 lb (110 kg) • Cenelec EN50385 • WEP, WPA, WPA-PSK, WPA2 and WPA2-PSK • FCC OET 65 and IEEE 1528OmniPCX Enterprise ACT 28 indata rack format (19-in. rack) • Integrated stateful firewall EMC• 48 V power supply and battery • Rogue access point detection and • IEC-CISPR22 Class B backup containment • Cenelec EN55022 Class B• 1 ACT 28 • Wireless IDS/IPS • FCC Part 15B• Depth: 15.09 in. (383.4 mm) Quality of service • IEC-CISPR24• Height: 20.87 in. (530 mm) • Standardized • Cenelec EN55024• Width: 19.15 in. (486.3 mm) ¬ Over-the-air QoS: 802.11e • IEC-EN61000-3-2• Weight: 154.3 lb (70kg) - WMM (EDCA) • ETSI-EN 301 489-06: DECTDECT ¬ 802.11e Power Save (U-APSD) • ETSI-EN 301 489-17: Bluetooth ¬ 802.11e Traffic Specification and WLAN• Radio DECT/GAP (TSPEC)• Radio frequency range Radio • SRP mode ¬ 1.88 GHz to 1.90 GHz (Europe) • ETSI EN 300 328: 2.4 GHz • Connection Admission Control ¬ 1.91 GHz to 1.93 GHz (South with graceful load balancing • ETSI EN 301 893: 5 GHz America) • 802.1p DiffServ marking • ETSI EN 301 406: DECT ¬ 1.92 GHz to 1.93 GHz (U.S.) with power adaptation • FCC Part 15 Subpart C and D Call persistency• Optimized Radio Base Station • Proxy mobile IP for Layer 3 (IBS) EX Environment handover ¬ Six simultaneous • Cenelec EN 60079-0 • Fast handover – WPA2 communications opportunistic key caching • Cenelec EN 60079-11 ¬ 2 x UA interfaces • Voice-aware scanning Miscellaneous environments ¬ inline-powered • Voice-aware 802.1x re-authenti- • Cenelec EN 50121-4: Railway cation applications • IEC 60945: Maritime This feature requires both OmniPCX Enterprise CS and OpenTouch Multimedia Services This feature requires OmniVista 8770 Network Management Software My IC Phone requires both OmniPCX Enterprise CS and OpenTouch Multimedia Services except when deployed in specific industries and verticals, such as hospitality, where only OmniPCX Enterprise CS is required.for further information about the complete feature list, please contact your Alcatel-Lucent reseller. Alcatel-Lucent OpenTouch Multimedia Services | data Sheet 5