Presentation on theme: "Multimedia Communication Server 5100 (MCS 5100)"— Presentation transcript:
1 Multimedia Communication Server 5100 (MCS 5100) What is MCS 5100? It’s an extremely powerful, mm services engine which will revolutionise the way people collaborate with one another. It’s been designed with open standards protocols, based on SIP, & interoperability in mind so will add mm services to any existing PBX and IT systems environment.MCS 5100 Release 3 Customer PresentationSeptember 2004Chris HeywoodEMEA IP Telephony Product Marketing
3 Market TrendsLocation Independent Communications are moving mainstreamMultimodal Communications offer much needed flexibilitySessions— Media AgnosticBusiness ContinuityRemovesBarriers to AccessThere are a number of trends in the market we need to understand in order to address them effectively:At a high level there is a direction towards more standards based systems: Why? What are customers looking for?Do realise this standards discussion is a very tricky one: there is a thin line to walk here, on one hand the customer wants rich functionality and on the other hand he wants standards. That is a conflict: Standards develop slowly and will always be compromises, where proprietary technology moves faster and is feature richer. Standards are really important to be able to connect to the outside world, but whether the internal bus of a system is standard or not is irrelevant. Also: just imagine you’re trying to sell a product that does nothing but the standards, like all your competitors, that is going to be difficult to compete with!All these aspects will be discussed during this course.At a lower level (more practical) Mobility (i.e. Location Independent Communications) is one of the key drivers in the current market: Companies want their staff to be mobile; working from home or elsewhere are becoming critical for today’s enterprise. Lower cost (no office space and infrastructure), higher productivity (no commute and other time wasters) allow companies to work on their bottom line. However in order to do so effectively they need to have access to all services in the corporate network.Users needs to be able to connect in a simple and reliable way to enable to work anywhere and anytimeSIP … key open interface going forward, enabling many new applicationsWill be more detail on SIP in a later piece of the courseKey pointsOpen standards basedAlways good for customersNot tied in to any one vendorMedia AgnosticSIP just sets up “sessions”, can then mix Instant Messages / Audio / Video / Web Push / File Transfer etc. within that same sessionMobility – any device , any time , any whereBecause once have access to the data network, available for real time communicationAny device – e.g. PDA for Instant Messages, GSM phone for voice, PC Client for voice/videoFor example in a telecommuting scenario, the voice service provides a soft second line that can be delivered over broadband DSL and cable infrastructures. Using Session Initiation Protocol (SIP), the 5100 can supports these key telephony features in a Voice over IP infrastructure.SIPOPENAny Device Any Time AnywhereReal-time CommunicationsApplication and Network Aware
4 Market Trends3. Collaboration is expected to be actively deployed in most Enterprises within the next two yearsNemertes Research, Getting a Grip on Collaboration—tools that let people meet, interact and work on the same documents at the same time.We predict that instant messaging will become pervasive (i.e. used daily by all knowledgeworkers) within the majority of enterprises by mid-2004 (By 2005, Web conferencing will become a common tool for hosting virtual meetings withinthe majority of enterprises and will act as an adjunct to 30%-50% of all audio conferences,Presence technology—the ability to see where others are at all times, regardless of theapplication they’re in or the technology (PC, phone, PDA, etc.) they’re using—is still at least three tofive years out.will remain a formidable communication channel for years to come. People willsend fewer messages, as real-time communications are handled over IM. And people will send fewer attachments, as they use online workspaces and, to some extent, Web conferencing, to sharedocuments.
5 Nortel Networks Introduces … MCS 5100 New Multimedia Communications and CollaborativeServices for the EnterpriseApplicationsCommercialServerPlatformsGives user control of their communicationsChanges wait-time…to productive timeEasy-to-use and cost effective user mobilityMultimediaEngagedBusinessApplicationsKey pointsHeritage of MCS 5100, coming from 5200 …Not a new product, coming from MCS 5200 on the carrier side (with associated reliability, scalability etc.)Also benefits of Wireless team as well … three Lines of Business feeding features into one product family ….Commercial Server platformsCore infrastructure serversExisting Sun Fire V100 (Solaris) for micro / medium systemsNEW Sun Fire N240 (Solaris) for large systemsMedia ServersExisting IBM X335 (hardened Win2K) for medium, large systemsNEW IBM X306 (hardened Win2K) for micro systemNEW IBM Blade Centre (hardened Win2K) for medium, large systems (greater scalability, smaller footprint)At this point servers must ship from NortelGoal going forward is for a software only solution, similar to path of Symposium Call Centre ServerUser control of communicationsPersonal Agent – “web portal” into MCS 5100 for usersManage their call routing, directories, buddy lists etc.Applications, Open StandardsNew multimedia applications, productivity enablers for Enterprise usersOpen standards based – SIP – more of which laterToday the hardware and software are all delivered by Nortel Networks. Customers can not buy these separately and procure their own hardware; In the future these will be unbundled. Earlier we had similar situations with Symposium: in the first number of releases Nortel delivered hard and software, over time we unbundled them to allow customer to purchase their own hardware. Over time the same thing will happen for MCS5100.OPEN Standards – based on SIPOCS – Open Client Strategy, people can sign up to get all the interop specs and develop their own clients …Developer Program – for partners like ipDialog (hard SIP phone)Client API / TDK in R3.0 timeframe – first iteration of openness, on client side; server in subsequent releasesNortel Networks heritage brings ultimate reliability (MCS 5200)….Communications convergence with dynamic services
6 Multimedia Communication Portfolio Positioning Server (MCS) 5100Real-time communicationsProductivity, Collaboration and MobilityScales from 50 seats to 10’s of thousandsOptimised for up to 15,000 IP UsersScalable to up to 15,000 IP usersBusiness Communications ManagerCommunication Server 2100CommunicationServer 1000MServer 1000EOptimised for 100 to 1,000 IP UsersServer 1000SMCP = Multimedia Communication PortfolioOverall “family” of MCS 5100 (Enterprise), MCS 5200 (Wireline) and wireless variantsProduct positioning…How does the MCS 5100 fit into the Nortel Enterprise portfolio….First let’s take a quick look at that portfolio,The enterprise portfolio includesThe BCM for small-to-medium businesses, the BCM is also a good solution for branch offices of larger organizations.Going up in scale, we have the Call Server 1000, 1000M for medium-to-large businesses.Lastly, we have the CS 2100, which is the IP evolution of the SL-100 which is designed for carrier service providers and for enterprise organizations that are large enough to require carrier-sized equipment.All of these systems provide full-functioned IP Telephony services.Now back to how the 5100 fits in….The 5100 is a SIP based multimedia application server designed to enhance the services of a full-functioned PBX or IP PBX call server.The Multimedia Communication Server 5100 can be added as an overlay service to any communications network whether the telephony services are Nortel Networks based or third party vendor based.Multimedia features can be provided to non IP-phone users, allowing multimedia communication to be provided to end-users regardless of whether they have an IP phone or a digital or analog telephone, therefore, protecting the customer’s investment.So whether the customer has a BCM, a Succession 1000, or a third party PBX, the 5100 can provide multimedia services to those users via SIP.The MCS 5100 is positioned as an “Application Overlay” to an existing PBX network … providing multimedia services to those PBX users, who continue to receive their voice features from the PBX network …Some users can be migrated across from the PBX network to the MCS over time if required … MCS can also provide a base level of telephony functionality …Many PBXs in the network, typically one per physical location, PBX is a NODAL solution.These multiple PBXs can be served by one MCS 5100 in the network, MCS 5100 is a NETWORK solution.Be very careful not to confuse people by spending too much time on the possible stand-alone option.
7 MCS 5100 delivers solutions in a Multi-vendor environment End to end VoIP VPN capabilitiesNetwork based routing provides ability to ring two phones at onceOne phone native to PBXOther device native to MCS 5100Hybrid desktop provides Multimedia collaborationPC and Web clients redefine mobility, productivitySL-100Meridian13rd PartyBCMOffers a foot in the door, that we might not have had in the past ...For third party, MCS 5100 would be situated “in front” of the PBX to allow converged desktop type solution .....Incoming calls routed to MCS 5100 (via a SIP/PRI gateway in each PBX site – only PRI to 3rd party supported at this time, not H.323 / SIP)Personal Agent screening of called user comes into playCall alert on PC Client … and simultaneously / subsequently alert on desktop phoneIncoming call routed from 3rd party PBX to MCS in one of two waysIdeally – 3rd party has a simring type functionality, similar to CS1000Else do some translation on call to set, so that goes to MCS firstFor M1 / S1000 (M) have the choice of how to implement“Simring” or PCA via either PRI (MCS 1.1, Meridian1 R25.40) or H.323 (MCS 2.0, Succession R3.0)SIP in R3.0 environment (and CS1000 R4.0)We will discuss these implementation models in a lot more detail later in the course, this is just an introduction remember!CS1000x
8 MCS 5100 Deployment Model Enterprise Data Network A single* MCS 5100 is Designed to provide centralised collaboration services to an entire enterprise.PresenceConferencingVideoInstant MessagingPeer to Peer File XferWeb-Push with AutoWebWeb ClientPersonal AgentEnterpriseSitesPRI to SIP GatewayMobileEnterprise DataNetworkMeridian 1or 3rd Party PBXThere is not one MCS 5100 system associated with each PBX site …Rather it is more a data centric model, with the MCS 5100 at the network level providing multimedia services to a number of PBX nodesAlso shows that mobile users for example can take their services (including basic telephony) directly from the MCS 5100Be a little careful with positioning of this solution for the BCM. The BCM supports SIP trunking from 4.0 onwards, but is not (yet) supported on the MCS5100. This support is expected for MCS4.0!VPN TunnelCS 1000xH.323 – CS x, BCM 3.5SIP – CS x, BCM 4.xBCM
9 Real-Time Multimedia Communications Recognized Standard For Business CommunicationsIndustry StandardSIP InterfaceMultimedia Services ConvergenceCS 1000MMeridian 1CS 1000/EBCMSIP Phones & PDACS 2000/2100Unified Messaging CallPilotIVRMPS 100/500/1000MCS 5100Industry/OEM Gateways, Apps, & ServersShowing the increasing use of SIP as an open, standards based interface across the Nortel portfolioUnified Messaging / Call Pilot – not there today, but in the plans – and so is Symposium Call Centre ServerSimilarly BCM – while BCM does support SIP interface to other BCMs today, some interop work needed to officially support SIP to MCS 5100Referring to the industry / OEM piecesThe ipDialog ManiTone SIP phone can be used with both MCS 5100 and CS1000MCS 5100 uses OEM Audiocodes Mediant 2000 SIP / PRI gateway
10 Convergence Benefits What are the key benefits of convergence? Reduced operating costsSimplified administrationImproved customer serviceIncreased employee productivityWe’ll look at MCS in the context of how it saves money, simplifies management, and improves customer service and employee productivity.How you can use innovative services to gain a competitive edge.CompetitiveEdgeEfficiencyProductivityAgilityAgilityEnterprise Momentum
11 Why MCS 5100? Increase Productivity Improve Mobility Collaboration Tools & ease of useImprove MobilitySoft / Web / mobile clientsSpeed Up Decision making!See who’s available - PresenceConnect with confidence – IM / Personal AgentShrink your travel costs & time wastedVirtual meetings from desk
12 Application Building Blocks MultimediaPersonalisationMobilityDesktop Video ConferencingInstant Messaging / ChatMultimedia ConferencingWeb Application CollaborationPresence ManagementPersonal AgentDirectoryClick to CallCall LogsCall ScreeningIM screening and routingPicture Caller IDFind-me, Guide-meSimultaneous RingingSequential Ringing“On the Phone”Much of R2.0 was point to point … although audio conferencing of course was there …Video callingCollab (web push, file transfer)IMR3.0 / R3.x fast features bring more point to multi point capabilityVideo conferencing, on top of audio conferencing (*)Web Collaboration (*)IM Chat / IM BroadcastR3.0 GA scheduled for late September timeframe, bulk of functionality delivered then …Introduces the concept of “Fast Features”, or “point releases” that will be introduced in the months following GA forC++ ClientH.263 video codecVideo ConferencingWeb CollaborationAll the above features will always be indicated as a Fast Feature by use of a “*” throughout these slides ….Presence can be manual presence (updated by user) or automatic (updated by system)Personal Agent is the “individual web portal” for the end-userCopy entries from Global Directory to their own Personal DirectoryDefine their own personalised Call Routing (e.g. ring PC Client, desk phone 4 times; if no answer, GSM phone 4 times; if no answer, voice mail) – or simultaneously (if allowed by administrator)Picture Caller ID – see who is calling, not just name / number; can also see the SUBJECT of the callBy definition a mobile solution …. User can login anytime they have a connection to the company networkServices Anywhere,AnytimeEnriching the CommunicationsExperiencePersonal Control of the Communications Experience
13 MCS 5100 Target Applications ConferencingMeet-Me and ad-hoc conferencingVoice, video, data (R3 *)CollaborationInstant MessagingInstant Messaging chatWhite boardingFile sharing & Web page push/pullWeb Collaboration (R3 *)Custom ApplicationsDistributed Workforce and Mobility+Converged User DesktopPersonal Agent Flexible AccessKey focus of next section … looking at some of the “killer apps” for MCS 5100 … will go through each in turnMobility can be supported effectively through the personal routing functionality delivered by the Personal AgentWith the converged Desktop we enable users to ‘manage’ their traditional phone calls through the PC Client, and use the integrated suite of collaboration tools as well:Click to call, pop-up window on incoming call, IM/ Web /file exchange sessions linked to the telephone call automaticallyOf the four, important to position – in R3.0 first three readily available … custom applications starts to come in the R3.x timeframe, when we release the client APIs and client TDK … server APIs would be subsequent releasesVideo conferencing will be added as a Fast Feature in a 3.x sub release, after GASame for Web CollaborationMultimediaPC ClientCurrentPhoneProgrammability tools, interfaces & inter-op labs
14 Intuitive, Productive Communication Real-time reporting of PresenceConnected / OfflineActive / InactiveOn the PhoneAway from desk, Out to lunch etc.Check status & availability before contacting othersIdentify best people to contactChoose best media to useCommunicate while ‘busy’Urgent multi-taskingComment – survey re IM in Enterprise workplace – internal telephony calls can drop by 30%!For Presence …Ability to see who is available from a team for example … cut out multiple voic s, go straight to available team memberParticularly useful in distributed teams – across a city / region / country / globally …Can see presence status of a user in a different country, similar to “looking over the partition”Example – see a user is “on the phone” – will not try a voice call, may send an Instant Message insteadR3.0 brings to the tableIM ChatIM BroadcastDid you know only 1 out of 10 telephone call attempts lead to an actual conversation between the parties envisioned? Through Presence we can increase this number tremendously. How much time do you think we spend on this 90% of failed calls? Productivity/motivation!!Some critics might say, well this is just another application for the users, will they actually kept it up to date? Our own experience shows when people see the advantage, the individual value, users will be motivated to do so. Also we have seen the effect where some users who did not, were asked/forced by colleagues to do so, because they insisted……Also very helpful is the fact each user can put his/her personal message in: eg I am busy leave me alone, will be available after 4pm…. That’s clear isn’t it?
15 Collaboration ToolsEnriches conversation and improves productivity with integrated communication and collaboration toolsPresence Enabled Friends listInstant File TransferWhiteboard(and Web Collaboration *)Instant Messaging (including IM Chat, IM Broadcast)Starting from top right, talk through what could be a “typical” session …User looks at buddy list to see which member of virtual team availableSends an Instant Message to a colleagueEncrypted using TEA (Tiny Encryption Algorithm, 128 bit algorithm) – no clear textClicks on the call button to launch voice call to the colleagueOne / two way video can also be added at this time if required … or a video conference * if requiredOne colleague can push a web page with information to the other … or a web collaboration * conference if requiredThey can do some basic whiteboarding (network diagrams or such)They can do a point to point file transferFile transferNo need to open Exchange, try to attach file, too big …Go to ftp server instead, upload and download – takes time …Instead just send across mid call to other PC – security of accepting / notRegular question – MCS 5100 does not enforce any virus checking or such on these file transfers (which are point to point between the two clients involved). However we normally position as follows:Receive folder for such ftp sessions can be configured on PC ClientsCan also configure under most virus checkers, specific folders to always enforce virus checking on before opening any file – can point the virus checking software to the MCS receive folder in this wayKEY POINT – ALL the above is managed from within the one Nortel Networks MCS 5100 client … not one point application for ftp, another for IM, another for voice and yet another for video …Also need to understand – can be on a voice call with one person, doing a web push to someone else, while on an IM Chat with others, for exampleAbility to have parallel conversationsAbility to change media types in mid session (start with IM, add voice, add video, stop video, etc.)Web Push & Co-BrowsingVideo (/Conferencing *)Voice /Conferencing
16 Challenges to Connecting Employees Cost controlHigh travel expensesHigh mobile telephone costCost of second voice only lines for remote employeesDifficulty to access key employeesLack of unified access toInstant messagingFile sharingPresenceConferencingCollaborative servicesCommon problems for organisations with a sales force or other groups of mobile employees:Travel expenses – to meetings for exampleTime wasting for daily commute in/from the office -- threat to productivity and motivation (retention)GSM expenses – making calls off the company network, rather than on the networkNot knowing who is available at what timeEmployees needing a number of different applications for their work
17 Connect Employees Solution Template Instructions:VOICEFAX- we utilise the MCS 5100 product to provide an easy to use, unified interface to capabilities like instant messaging, presence, file exchange, white board collaboration, find-me follow-me / personalised call handling, video calling and access to integrated unified messaging.The solution also provides its own native reservationless meet-me media conferencing and later this year video conferencing-using inexpensive PC web cameras, bringing this capability to the users desktop, with access to collaborative tools while on the call.With connect your employees solutions You can also provide mobile employees access to corporate dialplan and all communications services just like being in the office.And all these capabilities, rather than being accessed through multiple interfaces as is the case in many enterprises today, are delivered through one centrally engineered and managed communications solution.NW Fusion is mentioned on the slide here, as on of the independent reviewers in this market – where MCS 5100 won an award - & came out on top Vs rivals, for telecommuting solutionsUnified MessagingPersonalized MultimediaAnd CollaborationMobiltyMeet-Me Media ConferencingSingle Interface to collaborative applicationsMobile employees communicate just like being in the officeEasy access to key employeesNative reservation-less conferencingMCS 5100 Telecommuter Blue Ribbon Award
18 Mobility – Personal Agent Personalised Call RoutingSimultaneous / Sequential calling of multiple devicesWeb-basedNetworked Address BookNetworked “Friends” ListPersistent Call ScreeningCLIDAddress book nicknameTime of DayScreen Until "x" timeCall blocking or route to voic for anonymous callsIM screening and routing‘Click to Call’“Multimedia Personal Call Assistant”The Personal Agent is like the “web portal” into MCS for the end user. End-users use the Personal Agent to define what happens with incoming calls (individual call routing) – and also incoming IM in R3.0, to block Presence monitoring from unwanted ‘Friends’ etc.The Personal Agent is accessible from any PC on the network – Web based access, then user authenticationUsers can copy a subset of the Global Directory, to view in their own Personal Directory on their clients and a subset of Personal Directory, who they may work with on a daily basis for example, can be part of their own personal ‘friends’ list … they are automatically updated as their buddies’ presence status changes.New with R3.0 – users can also search the Global Directory directly from the PC Client, without having to use Personal Agent.All calls to a user’s MCS address are screened on Personal Agent, as per aboveUser can sequentially or simultaneously ring a number of devices … PC Client, desk phone on PBX, GSM, home number, colleague etc.In addition …Can send an Instant Message back to a (MCS) callerCan push a web page to a (MCS) callerUser can also use a limited amount of presence information in their rules, new with R3.0 – can check if presence state is “Unavailable Busy” and use this as decision on how to route callPersonal Agent offers the user to ability to customise their call routing ….For example:Ring PC Client and deskphone at the same time …Ring PC Client, wait 4 rings; send back Instant Message to user; ring deskphone 4 times; go to voic …Ring deskphone, GSM phone at the same time …If on holidays: send back an Instant Message “contact delegate” … and push a web page with information on holiday location ;-)NEW with R3.0 – check if Presence is “Unavailable Busy” and use this to determine how to route call …NEW with R3.0 – can route IM in a similar way to voice call (do auto reply, forward IM to other contacts)Through the Personal Agent Call Routing we can achieve a key goal: we give ONE number on our business card and as an individual user we can manage calls to this number. E.g. A salesrep is waiting for a massive order, he is going on leaf for two days. All professional calls –except from this key customer- will be routed to Call Pilot. Private calls and calls from this one customer will be forwarded to his mobile, except calls from his customer during the time between 11pm and 730am. In that timeframe the calls will be forwarded to Call Pilot, in order to ensure a good night of sleep.Plus “Click to Call”Once user has access to Personal Agent web page, can request a call be placed between two endpointsFor example – their own GSM phone, and a customer number
19 Mobility – Web client Anywhere, Anytime Access your communications network from any Internet “hot spot” or dial-UpLog-in from any PC using the SIP Multimedia Web ClientEver stayed in a hotel, waited in an airport lounge, where there was no web access except for a public PC in the lobby/lounge? With the Web Client you can turn such a PC into your Personal Multi-media communication and collaboration tool. Everything you can do on your own PC through the PC client is available, except for obvious reasons: file transfer and the link of a telephone set.All The Services You Have In the Office!Visiting Other OfficesWork At HomeAt Customer’s SitesFrom HotelsFrom AirportsMCS 5100 wins "Best of Show" at INTERNET TELEPHONY Conference & EXPO Miami 2004
20 Mobility Savings Hard Savings: Soft Savings: No separate home office LineReduce Calling Card costsReduce Cell phone costsReduce hardware expenseTouch-down locations share IP TelephonesReduce relocation costsSoft Savings:Time to decision-makingFlexible work environmentTime management = productivityPersonalisation and streamlined communications = reduced voice mail clutter and repetitive tasksMoving to the business case for mobility….First let’s define mobile employee, it refers to not only travelling employees but also full or part time telecommuters, or employees working from non-traditional offices.Some of the significant hard savings here will include elimination of the cost of a 2nd voice only phone line for telecommuters, reduction or elimination of calling card expenses for frequent travellersOn the soft dollar side, there can be significant time savings for users on the rd party studies have shown savings anywhere from 15 to 25 minutes per day. And immediate access to information and key resources can be translated into better customer service and revenue opportunities for the enterprise.Again the VoIP tool can help to run through some of these scenarios.Do realise this example is US oriented, the Calling Card doesn't play role in Europe, these costs would be absorbed typically in GSM cost (Cell phone)
21 Creating the Inter-Human Web People to peopleConverged IP Communications: Data, Telephony, MultimediaThe inter-human web is bringing the simplicity of using the internet or WWW to how we communicate with one another.People are names – to reach someone I just click on their name from a directory or , or type in their name to reach them. The telephone call is like a URLs – if I’m working from home or across city in another office, I can redirect calls to my nearest phone without needing to advertise a different number – this allows me to have just one number for business and one number for personal.Video and Instant sharing of information will allow us to build much closer virtual communities with a stronger bond and sense of belonging – creates better teamwork across dispersed organisations.Project manager of an architects out at clients site – can use 3G phone to have video connection back to office to show status of project building work to colleagues in the office, can instantly send across photo’s and suggest alterations to be made. Plans can be discussed and updated in real time.HR director in Munich can have virtual interview with job candidates from Russia, China and so on.NN uniquely positioned to build a new era of people to people collaboration – one that’s inherently simpler and more powerful than ever before, where people are reached by name, not number, services available anytime, anywhere.We’re leader in building new 3G mobile phone networks – based on SIP technology.MCS 5100 is enterprise scaled platform yet offers all the powerful mm services being developed for nationwide and global service providers using the MCS 5200 carrier scaled platform.One of the features here is the RTP Media Portal developed to enable secure pinholes to be created through multi corporate firewalls to enable collaboration beyond a single enterpriseMobile / WirelineService ProviderEnterprise Value Chain(Supplier, Partner, Channel)People are names; calls are URLsServices available anytime, anywhereMuch simplified user interfaces
22 Meet-Me Media Conferencing Scaleable Reservation-less Conferencing Personal conferencing with personal dial in number or SIP addressSecure conference password, per conference password and Chairperson PIN codeVisual notification via Instant Message of conference eventsParticipant waiting in queue,Entering or leaving the conference,Transfers to another numberInstant Message Chat “built in”Soft DSP technology reduces cost and footprint versus TDM in-house Meet me media servicesConference Bridge Dial In:Access CodeMonday, March 24, 2004Very good business case for MCS 5100 – in some cases, this alone is sufficientIf customer already paying a service provider for their conferencing, very easy for them to provide those figures to be inputs in a business caseThen can work out the payback period, for the initial investment; plus the ongoing savings thereafterFully featured “soft” conferencing … additional features and scalability in MCS 5100 R3.0Typically 300 ports G.711/ 100 ports G.729 / 100 ports video – max 300 MPU or Media Processing UnitsAlso, Premium audio conferencing option- Designed to provide improved audio quality in networks where Digital Subscriber Line (DSL) and cable modem services are prevalent.Instant Messaging
23 Collaboration – Video Calling Increase employee productivityReduce travel costsImprove customer carePoint to point video using cheap web cameras – Euro 20 or Euro 30 …No more necessary to book a specialised video conference roomEspecially useful for home workers / virtual teams in different locationsResearch shows voice/video conversations are more efficient than voice-only. Productivity.In a mobility scenario it allows people to see each other on a regular basis, that will create more of a bond. Important for groups of home workers to feel part of a team….… Affordable Desktop Video calling
24 Video Conferencing * … Affordable Desktop Video Conferencing New application running on same Media Application Server as existing Ad Hoc or Meet Me Audio Conferencing“Video enable” the existing conference serversVideo Conference a fast feature in 3.x timeframe, likely “GA” in October time frameStill using DivX video codec only for video conferencing, H.263 available as a fast feature in same time frame but point to point onlyH.263 subsequently will allow Polycom interopVideo Conferencing works on the “talking head” principle …All users send their video to the Media ServerThe Media Server monitors the audio channels and determines the active speaker at any timeThe video associated to the active speaker is sent back to all other callersNOT a “Continuous Presence” capability, i.e. do not see video shots for all other callers all the time“Hysterisis” function to determine who is active speaker, without random bouncing around if someone coughs etc. – can be tuned – means someone has to speak for (e.g.) 200ms or so, before determined to be activeCan mix audio callers in with video …Video format negotiated to that of the chairperson …i.e. if chairperson is audio only, so will conference call be ….Codec = DivX only (no transcoding on MAS)Frame size = frame size negotiated between chairperson and MASFrame rate is not fixed, MAS does “best effort” to match to different caller rates (allows for different cases of people on LAN / WAN / dialup)… Affordable Desktop Video Conferencing*Fast Feature – trials end ‘04
25 H.263 open standards based Video * What does this mean?Currently, MCS 5100 PC and Web Clients use the DivX video codecIntroduction of H.263 video codec on MCS will allow for integration & interop testing with other vendors video conferencing systemsNortel and Polycom have already made an announcement concerning joint development & interop tests; customer trials for later 2004* At present, support for H.263 video codec is for point to point calls only, as a R3.x fast featureNote. Video conferencing – another R3.x fast feature – will continue to use the DivX video codec for time beingNote. DivX is a standards based video codec, but not widely used by video conferencing / telephony vendors - most of which have standardised on H.26x video codecs
26 Web Collaboration * Web Publishing of information … Powerpoint, Word or Excel as JPEG filesApplication Sharing …True sharing of any application from desktopBetween multiple users, building on a meet me audio / video conference callChairperson updated as each person joinsIM Chat also possible on the conferenceControl can be passed between usersNon MCS users can access multimedia via URL, audio via meet me bridge on phoneOne same access code for both media sessionsWeb collaboration a fast feature for late 2004Builds on top of audio / video conference call (not point to point only at this time … subsequent release)Web PublishingWhy use JPEG files ? – cuts down on the bandwidth usageChairperson converts file prior to conf call, first page immediately visible as people joinChairperson sees each participant as they join the callChairperson can advance pages, use pointer, or highlight sections – CANNOT modify (as JPEG)Chairperson can pass control to other user / take backIM Chat available on the call alsoNon MCS users can dial in for audio part, access URL for multimedia pieceApplication SharingSetup similar to web publishing, builds on audio / video conf call, non MCS users also possibleChairperson can select different applications from desktop, share out to all people on callEveryone sees any changes in application in real timeChairperson can also pass control to / take back from other participants*Fast Feature – trials end ‘04
27 Collaboration and Conferencing Savings Hard Savings:Operation savings of up to 86% versus outsourced conferencingVERY easy to take monthly outsourced conferencing bill from customer and build a business case …Soft Saving:Accelerate team collaborationReduce travel expensesControl monthly expensesDeliver media services, and visual conferencing toolsTime to decision-makingFlexible work environmentTime management = productivityPersonalisation and streamlined communicationsObviously the scale of the conferencing requirements is an important parameter to evaluate when producing a payback justification. More users, more minutes, shorter payback period.In several cases this sole application was good enough to sell the MCS solution. In such a case do not forget to point some of the value-add the solution contains, to make the customer even happier than he already is.
28 Converged Desktop Phase I Calls coordinated with PC ClientCurrent Phone handles voice, PC Client handles MultimediaEvents on one device cause status updates on the otherSIP/PRI Gatewayto ANY PBXBayStack 460MCS H.323 GatekeeperSignaling ServerMCS 5100 Rel2Multimedia PC Client(Succession 1000/1000M)SIP/PRI gateway – any 3rd party, or any M1/Succession 1000 pre R3.0 timescalesH.323 – MCS R2+, Succession R3.0+ onlySIP – MCS R3+, CS1000 R4+Converged Desktop …Use of existing PBX phone (analog / digital / IP) for voiceUse of MCS 5100 PC Client for multimediaIncoming call to PBX phone alerts the PC Client … user can send Instant Message / push web page etc. in responseWatch out! We have two models in one picture: Q.SIG to SIP through the PRI gateway, the second model through H.323. That is why there is a build in this picture. We will discuss more detail later in the course.Comment – Phase I is TRUNK calls (be it PRI or H.323) between PBX and MCS … so obviously not very intelligent … no presence or other information is possible across such a trunkCurrent PhoneExisting PBX
29 Converged Desktop Phase II Phone handles voice, PC Client handles MultimediaEvents on one device cause status updates on the other, including PresenceCallPilot on PBX => MWI to MCS usersBayStack 460Network Redirection Server(NRS)SIP signallingMCS 5100 (Rel3)Also referred to as Converged Desktop Phase IISIP – CS1000 R4.0 onlyTrue integration between PBX and MCS, using SIP signallingCan use PBX phone (audio, digital, IP) for audio – and parallel multimedia (including VIDEO!) on the PC ClientAlso Click to Call from the PC ClientDouble click on a buddy / call log / directory entryPBX phone rings -> answerThen PBX phone makes outgoing leg of callIf to another Converged Desktop user, screen pop etc. updatedOnce other Converged Desktop user answers, can start video in parallel on PC ClientsAlso – CallPilot on CS1000 R4, can now send MWI to MCS users!Multimedia PC ClientCurrent PhoneCall Server 1000x R4
30 Transforming The Communication Experience CS 1000 R3.0, MCS 5100 R1.1 & 2.0Peered systemPRI & H.323 Trunking interfaceSynchronised screen popsCS 1000 R4.0, MCS 5100 R3.0Tightly Integrated solution => SIP !!Single user, single experienceBusiness Telephony & Multimedia SIP servicesInvestment ProtectionAudio on PBX device, multimedia (presence, IM, video, collaboration) on MCS PC ClientKey point ..SIP Signalling more intelligent than H.323 or PRI predecessorsNot just bouncing trunk calls around anymorePresence, MWI information can be passed over and back between CS1000 and MCSSetup audio call between two (e.g.) analog phones on CS1000 systems … once call connected, can then have parallel video stream on MCS clients!Converged Desktop Phase IICoordinated telephony/multimediaExisting telephony & full multimedia featuresConverged Multi-Media Desktop Solution
31 Converged Desktop Call SIP Signaling between CS 1000 & MCS 5100- MCS Updates Presence “On the Phone”- Outgoing Call Log startedMCS Launches Screen Pops- Picture CLID- Multimedia Collaboration- Video- Incoming Call Log, PresenceMCS 5100SIPSIPLAN/WANSIPSIP SignalingCS 1000CS 1000Users continue to use known phone devices on PBX for audio and associated features they are familiar withPhone on CS1000, associated to MCS user, sends presence information to the MCSUser on MCS, can request a call to be originated from their device on the CS1000Video not started automatically – user can request, once the voice call has been connected on the PBX sideDirect Media Path(TDM or IP)Converged Desktop AConverged Desktop BCS 1000 Desktop A Calls B, Audio through telephone- CS 1000 Business Telephony Feature Set- Analog, Digital, or IP Sets – Investment Protection
32 MCS 5100 Converged Desktop Benefits Users benefit from new productivity and mobility enhancing tools without loosing existing phone featuresUsers continue using services with familiar handset, no costly retrainingRetain investment in Telephony infrastructure and evolve users overtimeHard Saving:Multimedia communications at a low entry costNo LAN upgradeEvolution of existing Telephony infrastructureMobility savings for usersSoft Saving:Retain & augment voice servicesIP without the Risk“Evolution, not revolution”No “rip n’ replace”User mobility, flexible workingTime management = productivityCommunications control & Personalisation
33 PC Client (C++ Version)* Re-architecture of the PC Client (C++) to optimise memory size and utilisation, to improve performance and end user experienceSome features on new client only:Distinctive ringing on per user basisSeparate paths for tones and audio (as per i2050)Support of newer Nortel USB headset with call control buttonsAnd alsoClient Application Programming InterfaceTheme Developer KitH.263 Video*Fast Feature – trials end ‘04
34 Theme Developer Kit *Allows service providers to create a unique theme / view of the PC client for their own customersImagesSize and location of controls (can hide controls; cannot add NEW controls in initial offering)Colours, fonts, text stringsSounds (change from defaults)Requires R3.0 MM PC Client to be installed on machine, reuses components of same*Fast Feature – trials end ‘04
35 PC Client APIs * Basic calls Instant Messaging Presence Purpose of PC Client APIs is to allow 1st party type interaction between MCS 5100 SIP PC Client and other applicationsThe PC Client API is a portable, object oriented API for C / C++ based computer telephony and multimedia applicationsNot limited to Microsoft / Windows applications …The Client APIs will enable a third party application to invoke MCS client services such asBasic callsInstant MessagingPresence*Fast Feature – trials end ‘04
36 MCS ClientsPDA ClientMultimedia PC ClientEnterprise desktop interface to MCS 5100 client servicesWeb Multimedia ClientBrowser based interface for increased MobilityPDA ClientSupports small footprint devices (PDA interface)i2004/2 IP PhoneSupport for Nortel i2004 and i2002 Internet PhoneSupport for 3rd party SIP devices planned via Nortel interop labsMultimedia PC Clienti2004 IP Phonei2002 IP Phone3rd Party SetsInterop-LabWeb Client
37 Simple Call Management PC Client Status WindowCaller ID with Name & PictureOnline DirectoryReal time call handling optionsComplete communication control at your fingertipsClick-to-call, IM orLet’s move on to Call Management….Call Management features integrate the user’s phone and PC desktop with the PC Client saving user time by automating repetitive communications tasks and personalizing how calls can be handled.Now the PC Client user sees a picture caller ID of incoming callers and is immediately presented with list of call handling options that let him decide what to do with the call – no longer is voic the only option! - for example, The call could be responded to with an IM, caller could be pushed information on a web site, or be presented with a pre-populated – in case of busy or unavailable situationsFor outbound communications the client allows you to call, IM or send an with a mouse click from your personal directory, call log, , or corporate directory. The client logs all of the users in and out bound calls allowing single click redial or return of missed callsThe key benefit for the user is more efficient use of their time by making everyday communications easier, usually a single click, and by integrating multiple applications into a single interface.Further control and personalisation is available with PA – next slide….Call Control WindowCall LogsIntegrates with MS Outlook and other directoriesInstantly create a conference callMid-call optionsClick to return call or send IM
38 Current Phone Multimedia PC Client Real-Time Multimedia Communications Multimedia Communication Server (MCS) Delivering real value to the enterprisePersonal Agent – Flexible AccessProductivity & PersonalisationMobilityCollaborationSimplicityConferencing, Instant Messaging,Application SharingSo let’s wrap up with a summary of the strong points of the MCS 5100.MCS 5100 provides a flexible path to add advanced multimedia communication and services (while preserving my investment in phones and desktop PC’s).MCS 5100 allows my workers to communicate better, faster, and more efficiently, increasing the velocity of information in my organization and allowing people to work faster.MCS 5100 allows my workers to personalize their own communication settings, giving them control over how they wish to communicate, while not burdening administrators.MCS 5100 removes geographic boundaries between people and eases communications of all types. Remote workers are brought closer to each other, and can work in a more coordinated fashion from wherever they are.Since MCS 5100 speeds the delivery of information around my organization, I get faster correct decisions – no more waiting for information to arrive.Lastly, the MCS 5100 is intuitive and simple to use. Want to make a video-call? Pick up the phone and dial, etc. Making such services intuitive and simple is KEY in getting people to USE communication tools effectively.Converged DesktopCurrent Phone Multimedia PC Client
39 What the Analysts say“The key sales driver in the enterprise communications market today remains infrastructure competence. But customer expectations are evolving, and it will almost certainly be applications competence that wins business in future years. Leading-edge systems like Nortel Networks MCS 5100 are becoming critical differentiators.”“Presence-aware, multimedia collaboration systems like MCS 5100 take full advantage of the unique capabilities of packet-based communications. And Nortel Networks early efforts to deliver a standards-based solution with short-term ROI should get the attention of forward-thinking customers.”—Jerry Caron, Senior Analyst, Current Analysis
40 Nemertes Research 2003“As companies increasingly assess their network-convergence projects, they seek vendors who support open standards and provide for a hybrid migration strategy. Nortel Networks is well-positioned to meet those demands, giving companies the option to gradually migrate traditional voice and video traffic to a single IP network to leverage SIP multimedia applications.”—Robin Gareiss, Principal Research Officer, Nemertes ResearchIntegration is critical for collaboration tools to be more than just another application within an enterprise, and instead become a workplace-changing technology.We believe that the desktop of tomorrow will be focused around instant messaging, audio, video and Web conferencing, and online workspaces, but only if the technologies all work together.
41 Most recent EMEA customer wins Customer quote: "Nomura International plc will be piloting the collaborative tools and assessing their potential to assist its business globalisation as well as its remote working capabilities. The features being reviewed closely include Soft Phone, Presence, Multi-media Conferencing and Personal Call routing."Nomura Bank rationale for purchase: to increase flexibility for working from home or anywhere and still being online with the full 'office' experience & efficiencies given by Presence - also the easily justified ROI for Meet Me conferencing to increase collaboration between people and teams, especially global teamsNational Oilwell will use the MCS5100 to offer mobility, the ability to work from your office anywhere, to their workforce. Users will have the status of the members of their virtual work teams by use of presence and IMNational Oilwell is based in two main sites and many small sites in Norway and Houston, USA
42 FedEx / University of Michigan FedEx Institute of Technology,Nortel Networks to facilitate'Workplace of the Future' withMCS 5100 – 6th May 2004“Our work with Nortel Networks will enable us to further our goals of creating the ‘Workplace of the Future,’ where we will showcase ways our students and faculty can collaborate to a much greater degree—not only among themselves but with our external research partners as well.”—James M. Phillips, Chairman, FedEx Institute of TechnologyNortel Networks and the FedEx Institute of Technology at theUniversity of Memphis are working together to facilitate the"Workplace of the Future," where advanced collaborative capabilitiesare expected to make it possible for tomorrow's leaders to reach outvirtually 'anytime, anywhere' to tap the resources and expertise theyneed to succeed.
43 Erlanger - Healthcare“Convergence is taking us leaps and bounds above what other hospitals are doing. Our strategy has been to test these exciting new technologies with technology-literate users to help us determine the best applications and usage among all our users. The innovative features and functionality of the MCS 5100 mean we can provide new tools for lots of people.”—John Haltom, Network Director, Erlanger Health System
44 Global Lead Customer Monster.com SIP is hip at Monster.com“We recognize that the communications landscape is rapidly changing and that we have to offer the latest technology to our employees that can dramatically improve the way they interact. Nortel Networks Multimedia Communication Server (MCS) 5100 provides the most innovative set of applications to deliver truly consolidated, multimedia capabilities in a well-designed comprehensive solution.”—Brian Farrey, President, Monster Worldwide TechnologiesMonster.com, on-line careers recruitment company have been using MCS 5100 by their technical teams in NA and it has worked great for them. They’ve now extending NA MCS SIP services to colleagues in their Prague office, Czech Republic, where they’re expanding a lot.See MCS as ideal for collaboration and mobility. Allow employees to work transparently wherever they are. They see great value in operations benefits – can see if person is available to talk before picking up the phone, can use IM to unobtrusively get Q’s answered, can filter and screen calls when necessary – generally be more productive than before.They also see MCS MM support to build new services that benefit their customers I ways never before realised. Video calling key benefit for their clients – recruitment interviews, instant file sharing“MCS 5100 has been used by the technical teams in the U.S. and has worked great. We are deploying in the Prague office. We see SIP as a driver for increased user mobility and collaboration.”“We can expand our footprint and service coverage without today’s limitations or costsdue to travel.”
45 Nortel Networks Value Proposition Deliver personalized, easy to use multimedia services that provide individuals with the freedom to communicate naturally, without the restrictions of location, access type, or media.Seamless Integration of Telephony with Video, Collaboration, and Presence to Deliver Next-Generation Communication Services
48 Try before Buy 60 Day Test Drive End customers offered 60 day free trial of MCS 5100 hosted off Nortel Networks system4 x PC clients for end customer, 4 x PC clients for NN and channel SE and Sales ManagersFormal process based on sales opportunityPublished firewall and NAT policy requirements
49 Communications are Changing From:To:Just like the cave man we are still evolving. One of the fundamental shifts taking place today in organizations is a change in how we communicate with each other. In today’s highly competitive, fast-paced, changing environment, it is vitally important that an organization be able to respond to changes in their external environment. Decisions need to be made QUICKLY and CORRECTLY, and in order to do this I need better communications to increase the velocity of information within my organization.Five years ago, in order to make a decision, we might call people on the phone, leave voic messages, wait for a response, another person (where your message promptly gets buried in their inbox until they can get to it). Multiply all of this reactive, delayed moving of information throughout your organization, and you can see that there are tremendous efficiencies that are lost.One of the fundamental shifts taking place today in organizations is a change in how we communicate with each other. In today’s highly competitive, fast-paced, changing environment, it is vitally important that an organization be able to respond to changes in their external environment. Decisions need to be made QUICKLY and CORRECTLY, and in order to do this I need better communications to increase the velocity of information within my organization.Today’s communication systems need to support REALTIME delivery of information – Employees must be able to collaborate to work effectively as a high-performance team. This collaboration gives an organization the ability to make accurate decisions much more quickly. People work proactively instead of waiting for things to happen – this improves customer service, efficiency, and all of the business processes in your organization that depend on the velocity of information.An example of speeding up communications – If you are on the phone to a customer, and you are able to get them a definitive answer to their question before you finish the call with them, you have just sped up the whole process and potentially really impressed them with your ability to respond with a fast, definitive answer. If your customer had to wait for a call back from you in order to make a decision, they might start calling your competitors to see if they could provide a faster answer.The end result of this shift in communications is that instead of individuals and organizations being dependant, waiting for information, we need the ability to build tightly-knit high-performance teams that can break down silos, allowing organizations to quickly adapt to changing conditions, engaging their customers, anticipating their needs, and providing a powerful competitive advantage against their competition.When people ask me what the “killer app” is for convergence or IP Telephony, this is my answer – to fundamentally shift the way we communicate, which allows us to build more highly efficient, competitive organizations.
50 Target Markets Target verticals Ideal customer profile Multiple sites Mobile workersHome workersCulture that supports flexible workingRequirement to collaborate across dispersed teamsHeavy usage of external conference bureau servicesTarget verticalsFinanceHealthcareManufacturingProfessional Services eg LawEducation
51 Positioning MCS 5100 in the Collaboration Market Many niche solutions on the market from specialist vendors of instant messaging, collaboration, video etcNone offering the same integration with business telephony or full suite of servicesRival vendors announced SIP capabilitiesNone can deliver full suite of MCS servicesMany are stories of future capability, MCS 5100 delivers todayMCS 5100 is unique in integrating a SIP collaborations suite with business telephony services and enabling engaged business applications.We’re delivering what others are talking about.
52 MCS 5100 – The CompetitionMCS 5100 will compete against new competitors who’s software base products have evolved with specific functions targeted to a specific audience.MCS 5100 is a total integrated solution providing central management and control while being able to deliver advanced forms of communications.No other single software or hardware vendor today is able to deliver the same level of capability and scalability as MCS 5100.
53 MCS 5100 Competitive – An entirely new landscape! Telephony Vendors – The Traditional PlayersSiemens OpenScape – A Instant Messaging and Collaborative software application leveraging Microsoft Real-Time-Communications server. Much less scalability than MCS (<2000 in latest release), multi-server deployment, NO centralised management and does not support UNIX or Linux customers. Must install most of Microsoft’s server technology to implement. Much less functionality - video only just released Q3 ‘04. Advantage Nortel Networks! MCS 5100 offers customers an advanced solution from a single source supplier with no implementation mandates or requirements.Avaya, Cisco, NEC, Alcatel and Mitel have all announced support for SIP but only in a proxy fashion with no announced support for Instant Messaging or other Collaborative Applications. Advantage Nortel Networks! MCS 5100 offers a complete suite of advanced solutions.Instant Messaging Vendors – The New CompetitorsMSN, AOL, Yahoo, Lotus Sametime, Bantu, Bungo and Facetime are just a few of the new names you will encounter!Collaboration Vendors – The New Competitors2-Way, WebEx, ACD Systems, Centra 7 – are some of the new collaboration players you will encounter!All offer robust products in the realm of Instant Messaging but are too specific only offering IM products.Many of these solutions require off-site servers with monthly access service fees.None of these vendors are able to offer complete solutions including Telephony components + Instant Messaging + Collaboration.No support for IP hard clients, SIP trunking gateways etc.No support for advanced telephony calling features.No support for advanced applications like Unified Messaging or Call Center.
54 Why Nortel Networks Complete solution Business communication services over secure, converged network infrastructureIntegrated communication servicesMultimedia: unified messaging, collaborationContact centre and self serviceBusiness telephonyDeployment flexibilityEnterprise or hosted solutionWe can provide a complete solution with the converged network – wired or wireless, security, bandwidth, management, intelligence required.We lead in business telephony solutions with 6M new extension lines sold per yr (90% on converged platforms) and in unified messaging (1M+ unified mailboxes) and contact centres (3M+ agents worldwide)Now can add mm services integrated with these other communication services.We offer flexibility of in house or outsourced management, of enterprise or carrier hosted services.Because we’re building nex gen SIP networks in wireless, carrier, and enterprise, you will be partnering with the industry leader and expert in communications.
55 Efficiency through collaboration Business ProblemFunctional ProcessesTime estimated for process using traditional communicationsTime estimated for process using Unified communicationsImprovementCollaboration while travelling or working from homeResponsiveness to collaboration and workflow documents30 to 60 min/day15 to 40 min/day35 to 50 %Primary enhancements includeMore efficient notification of ongoing workflow by reducing access timeConnectivity improvementsSOURCE: Yankee group Efficiency Chart
56 Sales Tool ROI Calculator Example: MCS 5100 system used to provide in house conferencing servicesto 1000 users using 100 conference bridge ports20 mins per day per user usage= $1M savings over 3 years – enough to fund LAN upgrade!
57 Architecture for the Converged Enterprise (ACE) yAdaptiveClientsEngagedApplicationsMangemtCommunicationServicesData NetworkingACE includes six key components:The Engaged Applications layer includes all enterprise applications used by customers or employees, which are or can become communications intensive and engaged.Adaptive Clients are devices that access or invoke applications—either for human-to-network interactions (e.g. phones and PCs) or machine-to-machine interactions (e.g. sensors).Communications Services provide the intelligence layer that empowers Engaged Applications and Adaptive Clients to transcend geographical and network boundaries, for example, through IP public branch exchanges (PBXs) and multimedia services, directory network services, and application-aware, content-aware (Layer 4-7) switching.The Data Networking layer provides scalable, secure, high-performance Layer 1-3 connectivity for enterprise applications—taking advantage of IP, Ethernet and optics and access via wired and wireless LANs, MANs, and WANs.Network and service management enables cost-effective planning, deployment, and operation of the Converged Business Architecture across all elements and layers, and interworking with higher-level umbrella management systems.Security controls and auditing capabilities are built into multiple layers of the Converged Business Architecture to protect enterprise resources from internal and external threats.Our Strategy business without boundariesOur Vision the engaged enterprise for customers, partners and employeesOne Network protocol, infrastructure, service and application convergenceA World of Choice private, managed and hosted solutionsOpen extensible, agile and standards-based
58 ACE Communications Services AdaptiveClientsEngagedApplicationsSecurityMangmData NetworkingNetwork-based servicesDNS and DHCPIP MobilityLocation-based servicesDirectoriesData center servicesIntelligent load balancingContent-aware application switchingContent distribution servicesStorage-aware intelligenceRich MediaVideoWeb collaborationIM and chatUnified messagingPersonalizationPresence mgtMedia conferencingMobilityOpen API (incl XML)Customer ContactIVRSpeech appsWeb-centric self-serveSkill-based routingMultimedia transaction handlingReal-time historical reportingOpen API (incl XML)Business TelephonyTelephony call processingWireless gatewaysMedia gatewaysWeb app gatewaysNetwork gatewaysOpen API’sLayer 4-7 network and service intelligenceCommunication Services add “intelligence” to the network to simplify or enhance the way people and computers communicate, and applications are delivered, . The network now knows not only low-level information (such as the source and destination of a message or request), but also higher-level information, such as what type of user or device is making the request, what type of content is being requested, and more. This type of intelligence enables the network to deliver media-adaptive, content-aware, user-aware services that were never before possible—and to deliver them as efficiently as possible.Nortel Networks broadly categorizes Communications Services into the areas as illustrated in the chart.Some notes:DHCP (Dynamic Host Configuration Protocol) is for dynamic IP address assignmentDNS (Domain Name Service) translates URL to IP addressesIP mobility enables users to access the enterprise wireless LAN (WLAN) even as they roamLocation-based services deliver content and performance tailored to the user’s current location.Intelligent load balancing works across servers, firewalls, and other devices, not just in data centersContent-aware application switching, is based on full Layer 7 inspectionStorage-aware intelligence provides similar optimization capabilities for distributed storage environment. Today, we focus on optical networking, though we transparently support IP storage and will add IP storage awareness over time.Presence functionality enables the network to know when a user is available for real-time communications, and if so, by what channel (e.g., Web browser, instant messaging, telephony, or video).The elegance of ACE is that it does not mandate a single method for how these building blocks are implemented. For example, an IP telephony service could be implemented as (1) an evolution of an existing PBX such as Nortel Networks Meridian PBX, or (2) with fully distributed gateways and servers, such as the Nortel Networks Succession 1000, or (3) on a converged platform, such as the Nortel Networks Business Communications Manager.Nortel Networks delivers capabilities that transform the way employees, partners and customers connect and communicate
59 MCS 5100 Release 2.0 (Includes Release 1.1) Status: GAMCS 5100 Release 2.0 (Includes Release 1.1)Enterprise MultimediaBrowser BasedCompact FootprintUser InterfacesCall ManagementSIP ServicesClientsTelephonyApplicationsInterworkingManagementPlatformSIP Personal Call Agent – Advance Call Mgt.i2004PC ClientWEB Client3rd party terminalsi2002GIPS (soft clients only)Microsoft Messenger I/W (Win. XP only)Usability ImprovementsSuccession MX / Periphonics SIP based - Voice Activated Corp. DirectoryAutomatic PresenceNetwork Address BookVoice Mail & UM I/WInstant MessagingCollaboration – File Share, Web Push/Co- BrowseMedia Application Server – Adhoc Audio Conf./Meet Me Audio Conf.Intuitive User InterfaceMajor, Minor, Critical AlarmsUser Self Provisioning (i2004, i2002 & Call Agent)Provisioning options, by user & bulkUser Profile Mgt.Element Mgt.Configurable Diffserv QoSXML-based billingKeycoding – Ph 1SUN Fire V100 Server (rack mountable)Redundancy/ ScalabilityAudio Conf.ServerServer Overload ControlsMedia Application ServerCalling Name, Number, PictureSim Ringing, Seq RingingDynamic Call HandlingAdvanced Call ManagementCall Hold, Transfer, ConferencingCall History/LogsClick-to-CallPrivate, National, International Dialing PlansPoint-to-Point VideoNortel Networks CPE interworking via 3rd Party SIP CPE Gateway- FXO/FXS- PRI GWNortel Networks Unified Messaging Interworking- Call Pilot (Audiocodes T1 CAS / SMDI)3rd Party Voice Mail & Unified Messaging interworking- Protocols PRI/SMDI & SIPH.323 Gatekeeper (Native CDP/UDP)
60 MCS 5100 Release 3.0 Status: POR Beta: May ’04 GA: Sep’ 04 Clients TelephonyApplicationsInterworkingManagementPlatformH.263 video support in soft clients *PC Client enhancementsAuto upgradeFirewall detectionGlobal address listsProgrammable keysSpeed dialPresence change notificationIMCall forwardPC Client size optimization (C++) *IM enhancementsIM ChatIM Screening and RoutingProfessional Assistant servicesMusic on HoldAnnouncementsCall Park/RetrieveAd-Hoc and Meet Me conferencing enhancements on MASConverged desktop Phase IINetwork based Call Logs on Personal AgentPersonal Agent Usability EnhancementsDesktop HTML integration with i2004 internet telephoneVideo Conferencing (ad-hoc & meet-me) (SIP based w/limitations)*PC Client customization SW developer kit*SIP Trunking to M1 / CSE1000Translations & Routing EnhancementsCLID restrictionCall Forward restrictionmulti-TON/NPI support on single trunk group911 zoningProvisioning enhancementsRTP Media Portal Selection & InsertionKeycoding – phase IISUN n240 and v240 platform introductionHigh Density MAS PlatformSUN n240 Introduction with H.323 GatekeeperEnterprise micro systemSystem backup and restoreQuality, robustness, capacity improvementsRTP Media Portal Platform EnhancementsSUN JVM upgradeSecurity hardening Phase IILDAP Phase IOSS release delta documentationServiceability enhancementsRe-IPBackup and Restore* - Denotes Fast Feature (see Fast Feature POI/POR for details)
61 Converged Desktop Features Convergence MethodConverged Desktop FeaturesSucc 3.0 & MCS & 2.0SIP – Succ 4.0 & MCSPersonal Agent – with minimal trunk usageRAN configurable for caller while call routed by PATerminating Screen Pop with Succ TerminationOriginating Screen Pop with Succ originationCollaboration independent of orig. deviceCall Log – IncomingCall Log - OutgoingPicture Calling Line IDCollaboration (IM, File Xfr, Wht Brd, Web Push, Clip Xfr)Presence – non telephony relatedPresence PC Voice Client usagePresence Succ telsetTrunk UsageClick to Call PC Client – including ringing Succ 1000 desktopClick to Call Succ DesktopAnswer/Orig Calls on PC ClientVideo - PC Client to PC ClientVideo – coordinated with Succ DesktopCDR Record CoordinationVoice Mail Support on Succ 1000, incl. MWI on PC ClientConfiguration requirementsworks works with limitations does not work1/ Converged Client2/ Peered Client1/ PC Client
63 Data Networking Contributes to Convergence What Is Convergence?VoiceVideoStorageDataData Networking Contributes to ConvergenceApplication AwarenessBudget constraints will drive solutions that are simplest to ownSoftware is where vendors will differentiate themselves with features and functionalityApplications continue to drive increased demand on the networksSecurity will become embedded within the infrastructureNortel’s differentiation – our understanding of Multimedia applications (including voice)Security – Contivity (encryption), Alteon (firewall)Secure, Resilient and MobileSeparate networks converging – sharing resources, lowering costs, enabling new applications and services
64 Cross Portfolio End to End Strategy Enterprise/CarrierManagedCommonDesktop ApplicationsCarrierHostedMCS5200TransmitReceiveMCS5100Multimedia IPIP VPN GatekeeperMultimedia IPSIP GatekeeperApplicationsCS2KS1000 / MBusiness Telephony IPH323 GatekeeperDMS(IP Centrex)TerminalsMeridian 1(IP Enabled)Maximises Customer ChoiceProvides Support & Service Synergy
65 MCS 5100 - Custom Application Services - Virtual Kiosk Interactive Video AnnouncementVideo playback with voice promptsMultimedia Playback capabilitiesVideo playback based on command (speech recognition)Content pushed to provide added information (via web push)Transfer to live agent when ready
66 MCS 5100 - Custom Application Services Programmability Overview ClientsThe MCS 5100 Programmability environment providing tools, interfaces & inter-op labsServices based on standard open mechanismsOpen APIs & interfaces include SIP, CPL, HTTP, JAIN, Parlay, VXML, SOAP, CCXML, SALTOpen interface strategy on key solution componentsClient InterfacesSIP Application Server logicMedia Application Server multimedia building blocksThird Party Application ServersIntelligent InterfacesSIPAPIChoice of user interfacesSupport of standard protocolsSupport of open APIsSIP App Server LogicOther App ServersAPI"Peer SIP" enables multi-vendor SIP strategiesAccess to application specific API (JAIN SIP, Parlay, etc.)Access to application environments (WebLogic, WebSphere, .NET, Net6) & Nortel Networks Portal SolutionsServices implemented by routing to peer SIP functionsCPL scripts invoke customized logic of servicesAccess to advanced SIP features (Presence & IM)Media Application ServerSIPAPIMultimedia building blocksCreate multimedia servicesOpen interfaces
67 Integrating Communications into Business Workflow Process “Engaged Business” AnticipatoryMedia-AdaptiveTime-CriticalEngagedApplicationImage of transaction“Contact us urgently”The future direction for MCS 5100 will be to integrate these multimedia communication channels you’ve heard about into automated business workflow processes.Automated, electronic business workflow is being used to speed up the time it takes customer sales orders to be actioned and delivered, the time it takes customer service requests to be sorted out, and also being used for internal processes like new employee hire. These rely on a set of business rules and send information to appropriate systems and individuals using the IP network.But what happens when there’s an exception to the rule? When you have to get hold of a decision maker, a human being, to make the call eg Go / No Go decision or to approve the customer request.Being able to use MCS 5100 to detect the presence or availability of the right person with decision making authority and get the information delivered to them using the most appropriate channel before the delay creates a real business problem.Eg In this example, customer support ticket is raised on system – customer is demanding extra services and support. System uses Presence and detects salesman is travelling but is available on mobile phone – sends ticket as VoiceXML msg to mobile. Sales person pulls over at Motorway Service Station where theres a WLAN HotSpot. Uses MCS client on PC to get several colleagues on conference call, discuss what can be done, requests some background information on the possible solution to be instantly sent to PC, then has all the info needed to call the customer and turn the problem into opportunity to provide excellent customer service and opportunity for more ongoing business. – this scenario could similarly be applied to say a field maintenance engineer while out on the road“Contact us urgently”Engaged Application detects sales rep is available on mobile phoneSends ticket message to mobile phoneSales rep gets message – text to speechRequests more information to be sent to his PDACustomer Support ticket raised at front deskNow has all information needed for meeting
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