1. Alcatel OmniPCX Enterprise for Large Enterprises
Overview Version 5.0 Lx The reference in openness

2. Market trends Analyst vision
Convergence is becoming a reality
IP and Convergence evaporating distance, enabling real time decision making
“73 percent of Global 2000 enterprises are already migrating or planning to migrate to a converged network…”
Employee resource management is critical
“To make knowledge work more productive will be the great management task of this century, just as to make manual work productive was the great management task of the last century.“ Peter Drucker
Enhanced customer interaction becoming imperative
Through 2005, enterprises that deploy multi-channel service & self-service will improve customer loyalty, stabilize personnel costs and lower their costs of service
According to the analyst community IP communication is here to stay.
There are three main directions, the first is convergence at infrastructure level. According to the Meta Group, 73% of the global 2000 companies are already migrating part of their network or planning to do so.
The second driver concerns the evolution of the knowledge worker communication tools, leveraging the ubiquity of IP.
The third driver is the customer interaction with the emergence of multi-media interaction.

3. Business communication Challenges for enterprises
Move to application networkability
Single Network
Any terminal
Anywhere
Anytime
Network
Services
Communication
Applications
E-Business
Branch
Workgroup
Edge
Converged QoS enabled
Multi-media, multi-protocol communication control
Integration of communication functions in e-business applications
Multi terminal and multi modal communication
Portal integration, thin client access
PSTN KS
ATM/FR
Campus networks IP
TDM
PBX RS
Separated infrastructure
Real time telephony call handling
E-business dedicated applications
Multiple communication tools
Dedicated communication applications
with optional client integration
To face these challenges, it is necessary to move onto a single, powerful architecture. Once this converged architecture is in place, it will be easy to access e-business and communications applications from anywhere

4. Our vision to fulfill Business communication needs
Applications e-Business
e-Business applications
Enabled by
Open
APIs
Communication software suite, independent from the infrastructure & enabled with Internet technologies
The Alcatel vision of the evolution of the communication system is based on the following components:
- A robust network foundation necessary to support real time communication applications as well as mission critical applications.
- A fully featured communication suite independent from the network foundation and implementing the latest internet technologies
- The respect of standards to integrate communication functions with e-business application (e.g. CRM) and portals.
Open Communication
Suite
Open
Standards
Supported over
A single, highly available,
standards based, networking infrastructure
Network Foundation

5. Alcatel OmniPCX Enterprise Open, powerful and modular
Enterprise complexity demands a diverse set of applications
Communication control to manage connections throughout your enterprise
Communication applications to enhance employee resource management and customer interaction
Communication
Applications
Web
distribution
Campaign
manager
M.I.S
applications
CRM
connectors
soft phone
Personal
routing
info manager
Single access point
Unified
Messaging
Multi
terminal mgt.
Open Communications Suite
The complexity of the enterprise requires a large number of communication and control functions. The communication control functions must work on traditional or IP infrastructure.This suite must be able to handle the 500+ features, routing based on costs, multi-protocol communication (IP or legacy), and ensure the inter-working between the different types or terminals (fixed or mobile).
The communication applications are designed to integrate with communication functions to boost personal productivity and customer interaction.
Communication
Control
Transparent
network ABC
TDM & IP
Call handling
ACD
Distribution supervision
Multi protocols
management
Context/ cost routing
ARS/Ubiquity
500+ features
multi-tenant
mobility
DHCP/TFTP Server
QoS L2/L3
SNMP agent
LDAP
Data
base

6. Business challenges driving enterprise's decisions
The top six challenges for our customers:
Evolve the communication architecture while protecting investment To enable network innovation and renovation Architectural Flexibility
Optimize network infrastructure To support real time networked applications Intelligent Networking
Personalize employee communication tools To increase productivity & job satisfaction for all users Agile Workplace
Enable flexible and multimedia customer interaction To optimize customer loyalty Customer Interaction
Secure the network To ensure that the network is available Highest Reliability
Optimize network and application management To control operations and TCO Simplified Management
At the end of 2001, we did a survey of our large enterprises in order to identify their main challenges.
They expressed 6 key challenges, in a few words, these questions are:
- how can I upgrade my communications network
- when, where and how should I implement IP telephony
- how can I improve the services to the end users
- what are the solutions to ensure an optimum support of e-Business
- how can I secure the new converged networks
- and finally, how can I manage it
Alcatel Enterprise Survey Q4 2001

7. Introducing Alcatel OmniPCX Enterprise Architectural Flexibility Value Proposition
Let’s discuss the first Value Proposition of the Alcatel OmniPCX Enterprise,
Architectural Flexibility is associated with the ability to integrate communication applications with other business applications, while preserving initial voice and data investments.

8. Architectural Flexibility means
Cost effectively match your communication network to company size, topology, and business needs as they evolve.
“80/20 rule”: Get maximal ROI by applying investments where they make most sense
Minimize CAPEX by leveraging existing voice network infrastructure investments
Minimize CAPEX by leveraging existing data network infrastructure investments
Preserve your new investments with future proof, standards-based solutions
Quickly realize the benefits of future innovations by openning up your network
“73 percent of Global 2000 enterprises are already migrating or planning to migrate to a converged network…”
MetaGroup
As illustrated in many analysts quotes, convergence is there and growing fast. Enterprises are deploying IP Technologies in order to provide innovative, value added and reliable communication solutions. This is in most of the cases a phased approach and not a forklift

9. Alcatel OmniPCX Enterprise Multi-OS, multi-platform
IP Address
(DHCP)
Architectural Flexibility
Seamless integration with any network
Operating system independent
Robust Operating System: Linux and Unix
Reliable, secure and future-proof O.S
Dominates in e-Business (ERP, CRM…)
Reduced kernel latency, 30ms response guaranteed
Server independent
Alcatel hardware
Optimized for small/medium configurations
Non Alcatel hardware (“Appliance server”)
Dissociate HW & SW, fit purchasing agreements
TFTP server
H323 SIP server
DHCP
www
H323
SIP
MIB2
QoS
IP Media Handling
Voice Processing
4645
Architectural Flexibility means:
- The possibility of integrating the Alcatel OmniPCX Enterprise seamlessly over any QoS enabled network architecture.
- The selection of a robust operating system adapted to real time requirements.
- The availability of the communication control on different platforms, either Alcatel’s own components or third party (e.g. IBM).
SNMP traps
IP QoS
CPU-GD
LAN/ WAN
ISDN/ PSTN
Analog or FAX
Conferencing
Compression
Voice guidance

10. SIP: Message bus conveying presence notification
SIP: adding new Internet services to existing voice services and applications
Wireless
Support for SIP
SIP clients Windows XP, Pingtel phones
SIP access to distributed application servers for better scalability and easier deployment of customized services
SIP Proxy (registrar, location)
SIP Gateway:
Inter-working with legacy phones: H323, ReflexesTM, e-ReflexesTM, POTS, DECT/PWT, cellular
Advanced services (call barring & billing for PSTN access, transfer, conference, voice mail access & notification…)
Applications
ADSL
SIP
POTS
lines
SIP
Proxy
3rd Party Networks
Sip, Sip-T
The Alcatel OmniPCX Enterprise is the first large enterprise system to support SIP in the generic release.
SIP gateway/proxy: The Alcatel OmniPCX family of voice switch contains a SIP gateway that manages calls between SIP devices and OmniPCX devices or a PSTN access. The SIP gateway contains an embedded SIP proxy that can provide registration and location services to SIP devices.
The OmniPCX Enterprise enables SIP devices to communicate with legacy phones and to benefit from advanced services (call barring and call billing for PSTN access, voice mail access and notification, attended transfer, 3 way conference, SIP location, SIP authentication).
Access to Internet HTML servers, possibility of design enterprise applications such as access to meeting room reservation.
SIP: Message bus conveying presence notification
Business
Applications
Enterprise
SIP+
Proxy
Interworking
H.323+
Softphone
SIP
Softphone
IP phones
Digital phones

11. One platform for a variety of profiles
Customer profiles
Pure IP
Hybrid environment
Traditional telephony
IP LAN/WAN
network
PSTN
ISDN
Appliance server
Media
Gateways
IP centric
architecture
Edge Switch
Access Switch
PSTN
ISDN
IP LAN/WAN
network
Media Gateway
Hybrid architecture
pockets of convergence
PSTN
ISDN
Remote shelf
TDM
network
Traditional voice
architecture
The Alcatel OmniPCX Enterprise adapts to customer profiles.
It provides solutions for full IP configurations, for hybrid IP/TDM configurations and will provide, in a second step, a migration path for traditional architectures.

12. Alcatel OmniPCX Enterprise Visionary and practical
Various migration strategies
Investment protection
Architecture and management simplification
Alcatel OmniPCX Enterprise
PSTN
ISDN
Media
Gateway
CPU 5
CPU 6
INT-IP
PSTN
ISDN
INT-IP
CPU 5
CPU 6
As illustrated in this slide, the OmniPCX Enterprise will offer the best migration capabilities for existing systems.
Step 2 will offer the possibility either to migrate the current processor or to replace it with an appliance server.
INT-IP IP
Network
ACT
INT-IP
Leased
Line
LIOB
INTOF*4
INT-IP
ACT
Fiber
ACT
Switch/Routeur
INTOF
Applications/services
Leased
Line
Fiber
Unified Communications
Contact Center
Network Management
Network Services
ACT

13. Introducing Alcatel OmniPCX Enterprise Intelligent Networking
Value Proposition
The second Value Proposition is intelligent networking, the most commonly known and deployed.
The use of IP for networking makes sense right now.
It saves costs, facilitates manageability and improves the service level.

14. Intelligent Networking means
Delivering consistent features and applications across the total enterprise
Virtual system with distributed intelligence
Providing intelligent call routing for efficient business operations
LCR, branch survivability
Offering new capabilities while migrating from existing voice environments in a non disruptive manner
IP or legacy TDM
Connecting all locations using the full choice of networking technologies
Voice over x
Peter Drucker said “making knowledge work more productively will be the great challenge of this century”. IP kills the distance, it’s everywhere, it enables distributed knowledge working.
Intelligent networking includes additional features such as the capability to build distributed virtual communication systems, smooth integration of island of converged technologies.

15. Alcatel OmniPCX Enterprise distributed architecture
Media Gateways &
traditional telephony
Small & medium size
users
Alcatel OmniPCX Enterprise
5000 users (IP phones, DECT/PWT, analog, soft phones),
2.000 Trunks,
90 Media Gateways (racks)
Bandwidth management: IP domains
Switch/router
Application
servers
Alcatel Omnipcx Enterprise
Switch/router
Switch
IP WAN
PSTN
ISDN
Switch/routeur
Switch/router
A single OmniPCX Enterprise server is a scalable, reliable and fully distributed system. (Those servers may be also distributed to scale to virtually unlimited configurations).
Media Gateways and IP phones
Small & medium size
users
OA512 for very small branch offices
users

16. Alcatel OmniPCX Enterprise Virtual configuration
Scaling & adapting to any topology with multiple call servers
PSTN ISDN
IP LAN
WAN
Alcatel OmniPCX Enterprise
ATM
Frame
Relay
Leased lines
Alcatel OmniPCX Entreprise
The Alcatel OmniPCX Enterprise is a distributed system with up to 100 call servers, supporting up to users, in a true virtual communication system.
Larger configurations are also possible with the networking of these virtual systems.
Virtual Enterprise Multiple communication servers: (peer to peer IP)
100 servers, 50,000 users
Application & management centralization or distribution
Feature transparency
Multiple Enterprise
255 Virtual Enterprises
No user limit
Feature transparency

17. Alcatel OmniPCX Enterprise Distributed architecture
Solution based on Media Gateways & IP phones
Communication within branch office remains local (peer to peer)
The branch retains its identity
Welcome messages
Music on hold
Night service
IP WAN
Application
servers
ISDN
The Alcatel OmniPCX Enterprise branch office solution offers a number of unique selling points such as:
- the possibility for the branch to have dedicated greeting messages, night service and music on hold, even if there is no Media Gateway. Bandwidth optimization mechanisms such as IP domains provide the best trade off between the size of the bandwidth used and the type of call, i.e. WAN calls will be compressed and local branch calls will not.
- the provision of a Media Gateway also optimizes the bandwidth needs as tones, music on hold and conference resources don’t need to be centrally sourced.
Switch/router
Switch/router
WAN bandwidth is optimized
Local tones generation
Local Music on hold
Local conference circuits
Alcatel OmniPCX Enterprise
Switch
Cost optimization
“break-out” feature
LCR/ARS
Media Gateways
and IP phones
Small & medium size
users

18. Back-up continuity for surviving IP WAN failures
Media Gateways &
traditional telephony
Small & medium size
users
Switch/router
Router back up
over ISDN
Additional back-up via Media Gateways
Signaling backup via PSTN connection
All local services maintained
Intra enterprise call via public network
Application
servers
IP WAN
The Alcatel OmniPCX Enterprise offers a number of back up solutions for the branch office.
It starts from the use of standard router ISDN back up.
Additionally, the IPMG 25, 50, 80 and 150 Media Gateways offer additional back up continuity with the possibility of backing up signaling and to making calls on the public network.
The ultimate back up solution offers the possibility of backing up voice and signaling.
Switch/router
ISDN
Switch/router
Alcatel OmniPCX Enterprise
Signaling Back-up
Switch/router
Switch
Media Gateway & IP phones
Small & medium size
users
OA512 for very small branch offices
users

19. Alcatel OmniPCX Enterprise
Alcatel OmniPCX Enterprise Integration with existing networks
Interwork with Voice over IP networks (H323, SIP)
OmniPCX Enterprise supports a full range of TDM protocols to interface easily with existing PBX’s
Integrates the legacy into the company communication workflow
Protect existing
investment
In order to interconnect a legacy telephony environment with an IP network, it is possible to use OmniPCX Enterprise capabilities.
The OmniPCX Enterprise provides all the legacy interfaces and protocols such as: E&M, DPNSS, DC5A, Q-SIG etc.
The level of features depends upon the protocol used, which ranges from basic call with E&M to a more elaborated feature with Q-SIG.
Q-SIG
H3223 Gatekeeper
PRI Master
Alcatel OmniPCX Enterprise
DPNSS
SIP
Gateway
Media
Gateway
Analog Tie lines
E&M
Existing
3rd vendor
PABX
Enterprise
IP Network
Media
Gateway

20. Introducing Alcatel OmniPCX Enterprise Agile Workplace Value Proposition
The main characteristic of the Agile Workplace is flexibility. It enables free-flowing practices and offers easy access to communication applications.

21. The Agile Workplace means...
Providing feature-rich telephony to simplify communications
Dial by name, voice mail integration on phone display, voice quides ...
Providing feature consistency across a range of phone choices
Optimized infrastructure without compromise on user productivity
Providing SIP end-point support
Openness to future multi-media applications
Offering full-featured on-site/off-site mobility solutions
Increased accessibility and reduced response time
Extending PC desktop environment with voice services
Simplified access to communication applications from a standard web browser (web/XML interface)
Low cost deployment and enhanced productivity with out-of-the-box softphone integration (Lotus, MS..)
The Alcatel OmniPCX Enterprise agile workplace solutions offer:
- A natural access to communication applications, from any type of terminal (fixed, mobile or softphone IP or not).
- Voice Mobility solutions adapted to each mobility profile,
* on site with a fully integrated DECT/PWT solution or WLAN interworking
* on/off site with the cellular client and one number function
- SIP end point support
- The OmniPCX Entreprise extends PC desktop environment with voice services,
leveraging new technologies such as Web/XML integration as well as out-of-the-box softphone integration with Lotus or Microsoft clients.

22. ReflexesTM: focused on facilitating communications
Easy communications - IP or Digital
A range of four sets:
QWERTY call by name, Voice guidance
Single-line & multi-line, display, hands free, navigator…
Application integration: voice mail, fax
Full integration with 4635 messaging system (TUI, management, record on line...)
IP telephony
Integrated 10/100baseT switch
G.711, G.729a and G.723.1
QoS: 802.1p/Q & TOS/diffserv
DHCP and TFTP clients
SNMP agent (MIB 2)
DC power pack or centralized patch panel
- Users are reluctant to loose their traditional telephone set, and want friendly service access according to intelligent rules. With ReflexesTM sets, communication becomes natural: Reflexes provide name-oriented access to internal or external correspondents: a key element for efficient and time saving communication.
In all communication phases, contextual services are displayed so that the user can choose, at a glance, the relevant service with one touch on the « soft key » below the display. A navigator dramatically improves the overall terminal use, by scrolling upwards and downwards as well as left and right. Combining the display and the context-sensitive soft keys provides the unique one-touch interface allowing intuitive and immediate access to a huge number of features. Furthermore, all these concepts are valid for accessing communication applications such as voice mail, fax mail etc.
The Alcatel OmniPCX Enterprise provides these functions on IP or digital phones.

23. Alcatel OmniPCX Enterprise Attendant solutions
Professional range of attendant consoles
Maximum uptime and ease-of-use with the multi-media keyboard
Professional attendant interface: Multi-window, BLF, directory, basic management
Multimedia
Console
4059
Greet your customers in a professional, efficient, business-like way and your ratings will go up overnight. Having a Corporate greeting is the key to improving initial customer contact points.
Attendants, renowned for providing a warm customer welcome, now play a crucial, proactive role as the company’s central contact point. They foster a positive image of a customer-oriented company with each incoming call by guiding new customers to the appropriate department, prioritizing calls and encouraging business opportunities. Our easy-to-use consoles can be adapted to the specific needs of your attendants, giving them the means to provide an unsurpassed greeting service. Professional attendant consoles with easy to use interfaces such as: mini-text messaging, call by name, stand alone and network call handling, multi-tenant services for attendants are all part of the advanced Alcatel OmniPCX 4400 greeting concept.
Alcatel offers the operator, 4049 PC attendant and 4059 PC Multimedia attendant consoles.
The choice of the console is dependent upon the flow of traffic and the type of application services required.
Dedicated
Console
4049
Telephone
Console
4035

24. Alcatel OmniPCX Enterprise Mobility solutions
Most feature-rich, well-integrated and scalable on-site wireless
Thousands of users
Best handset features and autonomy
Network roaming
Price performance
Secure digital voice quality
Integrated management
Integration for WLAN
Integration of 3rd-party solutions
Secure IP terminal portability
VPN, DHCP and AVLAN
Alcatel OmniPCX Entreprise
MGC
Mobility
H323
Gateway
H323
Gatekeeper
WLAN
802.11b
Voice mobility is driven by two protocols DECT in Europe and PWT in America. The benefits are: voice quality with no risk of bad QoS (32 Kbits encoding), fully featured. Moreover handsets must provide all standard telephony features such as voice mail, call by name, vibrator, twinset (one number, one voice mail… with the desktop set), roaming in network…. The management is integrated (configuration, performance, call accounting…)
Wireless LAN is primarily a solution for data mobility that accepts voice. It operates on the 2.4 GHz frequency with a limited bandwidth (1 to 11 Mbs per Base station).
Later on the standard evolution will offer more, and will significantly improve the bandwidth of the wireless LANs (54 Mbs per base station) on a dedicated bandwidth (5GHz)
Enterprise
IP LAN
Media
Gateway
AVLAN DHCP
VPN
DECT/PWT

25. Alcatel OmniPCX Enterprise Integration with cellular handsets
Ubiquity
One number, one mailbox, one access, one management
Cellular clients
Same features as other company phones
Softphone association
Attendant call
handling to Cellular
1) It is estimated that 40% of employees in a company have a potential need for off-site mobility. Giving these employees Cellular packages is often the solution. This normally implies one number for the office set and another for the cellular set, two voice mails, etc. The multiplicity of communication tools leads to complexity, and is often the origin of errors or misunderstandings. With Alcatel’s Ubiquity solution, cellular sets, are fully integrated in company communication workflow (one number, one voice mail, one network access).
2) Employees may just be equipped with a cellular phone. In that case, all they need to do is access the Alcatel OmniPCX Enterprise functions just like any other phone within the enterprise. This possibility is offered by the cellular client function of the OmniPCX Enterprise. The cellular handset number is integrated into the OmniPCX Enterprise dial plan, it gets features such as conference, forwarding; incoming calls may overflow to the operators. Outbound calls are controlled thanks to class of services….
For both ubiquity and cellular clients, mobile phone calls are handled by the existing Carrier network; no specific infrastructure is needed…
Inbound calls with caller name ID
Full Telephony
features to Cellular
Company
Cellular
Outbound calls C.O.S. controlled
PC telephony CSTA monitoring
Manager/assistant
monitoring

26. Alcatel OmniPCX Enterprise Voice mail solutions
Bringing simplicity to messaging via the ReflexesTM/ e-ReflexesTM Telephone User Interface (TUI)
Extensive interactive support
Soft key guidance, voice prompts
Multiple greeting messages
Dial by name mailbox
Record on line
Share conversations or conferences with other users
Ubiquity, hotel, automated attendant
Foundation for e-com center (delete)
Alcatel 4635 voice mail is a HW option of the OmniPCX Enterprise Alcatel 4645 voice mail is a software option of the OmniPCX Enterprise
For both of them, functions are displayed automatically on the Alcatel Reflexes phone sets and give users all the features at their fingertips!
VPIM
Octelnet
Integrated
messaging
VPIM step 2
MAX
4645
4635
64 accesses
15,000 mail boxes
500 Hrs. storage
1000 mail boxes
200 Hrs. storage

27. Alcatel OmniPCX Enterprise e-Communication Center
A single Web access to all communication services
To communicate and access information
A single access point to personalized information
Com engine
Unified
messaging
Directories
IP, PSTN, GSM, GPRS, UMTS, WLAN, bluetooth, etc…
The e-Communication center application is a suite of Web and Voice applications & APIs.
It provide a single access point from any communication device to personalized information & applications
The first e-Communication center module, a web softphone, will be available in October Altogether they will offer a single point:
to all communication services such as: and messaging, directory, agenda & softphone
from any device (PC, Phone, Personal Directory Assistant),
through any kind of media (PSTN, Internet, Mobile networks – GSM, UMTS)
It features a new technology environment:
J2EE: Java 2 Enterprise Edition – Software which allows object-oriented communication between applications.
SIP: Session Initiation Protocol – New Model for Multimedia communication in the Internet world.
Voice XML: Development language for translating Text into voice (e.g. allows you to read a web page on your cellular phone).
Personal
information
Web sites
Personal
assistant
any IT resource
Single access
point
Infra
independent
Device
independent

28. My Softphone Application
Web-based application
Lower management overhead
Main telephony services
Call, transfer, conference, forwarding & set management
Universal call by name, Pop-up, LDAP, Outlook contacts)
Call logs (interaction with PIM)
4980 client integration with Office environment (option)
Full features, VoIP option
Lotus Notes 5.0x, Outlook 2000/2002, OWA, iNotes
VoIP available with My Softphone 4980 option
Web
Softphone
My Softphone application is an attractive communication tool designed to control all types of phone sets such as:
Analog
Digital (reflexes)
DECT / PWT
Cellular
This IP / PC Telephony application delivers different interfaces such as Web based (integrated within Netscape or IE) or advanced 4980 client interface (as an option). Softphone features can also be integrated within company preferred applications ( client: Lotus Microsoft).
IP Softphone

29. Alcatel OmniPCX Enterprise e-Communication Center
e-Communication Center applications
My Unified
Messenger
voice (VxML and 4635/eVA)
fax (3rd party fax servers)
automated attendant
voice mail settings
My Softphone
softphone
conferencing manager
instant messaging
file sharing
whiteboard
My Personal Information
Manager
contacts
directories
calendar
meeting manager
to do list
My Assistant
Routing manager
Mobile services
Notifications manager
Oct/02
In addition to My softphone, the following modules will be available:
-My Unified Messaging leveraging existing network, and re-using existing security (back-up, load balancing, mirroring). It will work with existing voice mails such as Alcatel 4635 and 4645.
- My assistant defines how and where I want to be called or notified; it includes 1) a routing Manager, 2) mobile Extension services to access the corporate telephony services from any phone, transfer calls, make conference calls, access your agenda, consult your personal contacts or corporate directory 3) a Notification Manager to notify important events on any device (SMS, WAP, Fax, , Phone calls) 4) a filtering by media (e-news, , voice mail, fax, meeting/conferencing), by date, key words, content, message sender, message size and subject.

30. Introducing Alcatel OmniPCX Enterprise Customer Interaction Value Proposition
Improving customer interaction means two things:
- a better customer intimacy.
- a professional interaction using the client’s favorite media (instant messaging, voice, , or co-browsing).

31. Customer Interaction means
Offering a diverse, yet consistent, range of components to allow
customers to interact using their preferred method
Providing end-to-end integration with business applications
Allowing the business to adapt dynamically to changes in the workplace or staffing
simplified sizing and configuration rules of interaction center
flexible agent environment
Allowing for plug-and-play integration of components in any IT environment
scalable, distributed and open architecture
“Through 2005, enterprises that deploy multi-channel service & self-service will improve customer loyalty, stabilize personnel costs and lower their costs of service“
Gartner Research June 2001
The Alcatel OmniPCX Enterprise customer interaction solution provides a wide range of solutions ranging from easy to use packaged solutions to multi-channel interaction.
Whether voice or multi-media, the supervision of the interaction center is always easy to use.
The packaged interaction with Customer Relationship Management applications makes it easy to integrate and provides an effective integration of contact center communication functions into business applications.
Last but not least the OmniPCX Enterprise native IP infrastructure facilitates the distribution of contact center agents through the IP network.

32. The Alcatel Contact center suite
Packaged approach to minimize duration to cut-over
Intuitive user-friendly supervision and administration
Full featured telephony desktop with integration tools
Modular application suite: from ACD to multimedia
Advanced voice IP virtual contact center
Best integration with Genesys suite
OmniTouch
CCdistribution
CCsupervision
Alcatel OmniTouch offers all the components required to design most contact centers. It is a packaged and modular application suite offering an overall low Total Cost of Ownership and fast deployment time.
As we can see, the suite includes the core components such as the OmniPCX Enterprise CCdistribution, CCsupervision, CCivr and Ccagent. The multi media modules, namely CCweb, CC and CCoutbound, are powered by Genesys technology.
These Genesys modules come pre-integrated (i.e: packaged) into the OmniTouch suite to stay in line with the OmniTouch spirit.
CCivr
CCagent
CCoutbound CC
CCweb
A family of open converged enterprise products with bundled applications

33. Alcatel OmniPCX Enterprise Packaged contact center
Simplify integration of best of breed components:
Leverage OmniPCX Enterprise IP Telephony architecture
Cost effective inbound CRM connectors
Professional services for contact center components integration
Enterprise resource planning
Supply chain management
e-Business
Standard or specific CRMs Integration
Sales force automation
Customer support & services
Enterprise mktg automation
Customers can reach the Alcatel OmniTouch agents through a full set of application modules such as Integrated Voice Response, Automatic Attendant, Automatic Call Distribution, distribution, fax, web contact center or outbound/tele-marketing. Alcatel partners provide the integration services for each of these modules.
These multi-media contacts are handled by multi-media queuing and monitoring mechanisms and are distributed to the most skilled agent.
Finally middleware and a set of Customer Relationship Management (CRM) Connectors provide an easy integration with e-business applications (e.g. single log in, integration of communication function in e-business screen, screen pop up…).
The Alcatel OmniPCX Enterprise also provides a link optimizing the integration of the Genesys G6 contact center suite.
Middleware
Interaction
center
3rd party CTI
application integration
Multi-media queuing and monitoring
Statistics customization
Scripting for multimedia distribution
IVR AA
ACD
Web
Fax
Outbound
Advanced IVR scripting...
, chat, co-browse..

34. Alcatel OmniTouch IP contact center
Distribution of resources (LAN/WAN)
Human
Applications
Same service level on agent desktop
Local IP-phone and CCagent
Remote worker
Internet interaction through CCweb & CC
Call thru, call back & chat
Co-browsing
distribution
distribution
MIS
Campaign manager
Web call distribution
Alcatel OmniPCX Enterprise
The Alcatel OmniPCX Enterprise foundation makes the OmniTouch a pure IP contact center distributing human and applications resources over the LAN/WAN.
The Internet contact center suite facilitates Internet interaction with OmniTouch.
IVR
Agent Desktop
CRM
application
Workforce
management
Media
Gateways
CRM integration

35. Introducing Alcatel OmniPCX Enterprise Highest Reliability Value Proposition
IP shouldn’t jeopardize telephony security and IP telephony shouldn’t be a data network security problem.

36. Highest Reliability means
Protecting call server and communication applications from security breaches
Hardened Call server (Unix/Linux), standard integration with firewalls
Secure partition management
Inexpensive redundancy
Communication server redundancy, geographic server separation, LAN/WAN Connection resiliency, data base mirroring
Full featured campus/branch office survivability
No compromise on traditional voice security
Toll fraud protection, privacy...
85% reported breaches in the last 12 months
64% acknowledged $ losses
Attacks: 70% from outside, 30% from inside
Computer Security Institute & FBI joint survey
The Alcatel OmniPCX Enterprise offers embedded tool fraud mechanisms securing the telephone network.
The protection of the system itself is available through denial of service mechanisms as well as management station role based management.
Applications such as PC Telephony and web contact center are also designed with security in mind, and integrate into existing VPN and firewall architectures.

37. Alcatel OmniPCX Enterprise High resiliency
An architecture designed to support mission critical applications
Primary and backup call processing/database servers may be physically separated
Switch-over between distributed servers occurs w/o communication cut off
Non-stop operation: easy to remotely download a new SW release or prepare a modification without interrupting communications
License upgrade
Remove and add remotely
Transfer from one call server to another
Web Management of licenses
Main
Mirroring
Stand by
Enterprise
IP LAN
10/100
E-Media Gateways
Alcatel OmniPCX Enterprise
More and more companies want to get physically dispersed back-ups of their sensitive data (e.g. in different rooms).
The Alcatel OmniPCX Enterprise offers this possibility. It provides processing as well as data base back up.
Switch over between processors is possible without cutting communications.
As e-business requires non stop operation, it is possible to prepare a software upgrade without interrupting operations

38. Alcatel OmniPCX Enterprise Networked security
Checking for security breaches in the IP communication network
Web surfer
Voice
security
Sensitive server protection
Wiring
closet
Configuration security
Disaster recovery
Communication Application
Servers
The Alcatel OmniPCX Enterprise communication server uses standard services & ports defined by IETF to seamlessly integrate its applications into a global IP security framework.
Its Media Gateways ensures a total partitioning between VoIP traffic & system control.
The OmniPCX Enterprise applications also provide a secure, full access to communication applications.
Last but not least IP Telephony doesn’t jeopardize any of the traditional telephony security mechanisms.
Network operations
Internet
Tele-
workers
WAN
PSTN
Media Gateway
Hardened IP/TDM
Interface security
Branch Office

39. Introducing Alcatel OmniPCX Enterprise Simplified Management Value Proposition
Simplified Management is about reducing network operations’ complexity & costs. It demands network management solutions that facilitate control and reduce workload.

40. Simplified Management means
One Touch management of all users,
communication applications and components from one user interface
All management applications from one user interface
Synchronization of updates across the network
Movable software licenses between locations
The management of VoIP and the IP oriented aspects of IP Telephony are still fairly new & the manner in which they are performed varies considerably among systems.
Mier consulting Feb 2002
Alcatel OmniPCX Enterprise Simplified Management reduces network operations’ complexity & costs. The highlights are:
- automatic synchronization of networked OmniPCX data bases as well as applications such as voice mail, directories...
- standards network services to integrate smoothly the OmniPCX Enterprise with hypervisors
- web based management

41. Alcatel OmniPCX Enterprise Network services
Integrates in existing network services infrastructure
Embedded or external DHCP servers
Automatic moves, adds and changes
IP address optimization
SNMP
agent
DHCP
server
QoS tagging L2 and L3
Guarantee voice quality using standards
The management of converged networks requires the availability of state of the art network services. The Alcatel OmniPCX Enterprise supports them, in particular, with QoS tagging, SNMP agent, LDAP compatibility, DHCP servers...
SNMP agent
Converge alarm management, topology across voice and data infrastructure
Firewall
services
SLA
Alcatel OmniPCX Enterprise
QoS
tagging
LDAP
client
LDAP client
Reach all users known in any LDAP company directory
Monitor RTP traffic (step 2)
To monitor IP Telephony quality

42. Alcatel OmniPCX Enterprise Network Management
One client server management application for all OmniPCX
applications reducing training & administration costs, improving control
Modular Web based management functions:
Configuration, fault and alarms, performance, call accounting, LDAP directory, topology
Manage all users, applications, and components of your voice network from a single GUI
HP Open view
Unicenter TNG
SNMP
Alcatel OmniVista easily integrates with the company Intranet:
* provides access from the Web browser
* synchronizes with the network LDAP directory
* broadcasts the reports by , using an HTML format
* empowers the telecom Manager with state of the art management (HTTP, GUI, Client Server, Java…): * can configure, manage directories, control call logging and performance, monitor alarms and topology. OmniVista is a single management tool for all Alcatel OmniPCX applications, it simplifies day to day management, offers reports scheduling and automatic distribution by . IP
Alcatel OmniPCX Enterprise
Expert Embedded
Configuration
Tool (Web Client)
IT Manager or Accountant
OmniVista
Client (W98,NT4,2000, millenium, XP)
Media
Gateway
Wizard
Installation
Contact
Center
Mobility
Internet
Directory
Management Web Client
(Explorer or Netscape)
Voice Mail
OmniVista 4760 Server (WNT4, 2000)

43. Recognized by the press and analyst communities
The most awarded IP Telephony system
The Alcatel OmniPCX Enterprise is the IP Telephony system with most awards.
This is illustrated by the Business Communications Review report on IP Telephony, the Mier consulting report on management, and Netwok world report on PC Telephony (in 2002) as well as with all the European and US best of show awards.
Alcatel e-ND’s 4980 Soft Phone was clearly a cut above the others, earning out our World Class Award. In the features realm, this product supported 37 of the 41 features we deemed necessary for use in a corporate setting. Alcatel’s product also topped the ticket in terms of installation, ease of use and configuration.
Compared Management features & capabilities OmniPCX & OmniVista: +++++
Cisco AVVID
Siemens Hicom 150 H ++
Avaya Definity & IP

44. Thank you