Case Study. Checkmarq VBX Solution for Dutch Federation. Overview

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1 Overview Checkmarq reseller Overeem Telecom was approached by the Foundation of Shelters, a government supported entity in Amersfoort, giving shelter and support to people who, due to a combination of problems, are homeless or in danger of losing their home. The organizations help them as much as possible to regain an independent and decent existence. Overeem Telecom was to provide a new PBX system that would prepare them for the future years to come and would reduce their telephone costs. The proposed solution was based on the Checkmarq VBX Series PBX packaged with VBX-certified VoIP phones and Xorcom telephony interface modules. The project was awarded to Overeem Telecom, and the complete system was rolled out by Overeem Telecom and Identity Company, both certified Checkmarq resellers. The initial contact was me in January 2008, and during the next few weeks the costumerʼs input was collected. The installation of the Checkmarq VBX, including all of the features, took place in March 2008, over the course of only two business days. Following the installation, the telephone agents received on-the-job training. User Requirements Before installing the new PBX, long interviews were held with both the board of the Shelters as well as the telephone workers in the company, to determine the requirements and ditional requests from the customer. The following list of major points was the result: Hybrid VoIP PBX Use of wireless phones IVR (digital receptionist) Time Conditions Call routing Ring groups and Queues Music on hold Registration of missed calls Personal Voic Hybrid VoIP PBX The of Shelters required that the VoIP PBX be hybrid. So in case the DSL connection goes down and VoIP calling would no longer be possible, the calls would be switched automatically to ISDN and visa versa. The Checkmarq VBX-Series combines VoIP trunking with VoIP providers, in this case secure IAX2 trunks to Vovone. The existing ISDN BRI lines are connected to the Checkmarq VBX default ISDN modules, the Checkmarq VBX-Certified Xorcom Astribanks. The 8 ports ISDN BRI Astribank from Xorcom connects incoming and outgoing phone calls over the KPN ISDN Network.

2 Case Study Network Schematics: Dect over IP phones Voip Trunks Checkmarq VBX 4000 Xorcom Astribank Bri Ports KPN ISDN Lines VBX certified VoIP phones

3 Use of wireless phones Due to the manner of flex working that the federation wanted to implement in their organization, the use of wireless phones within the building became mandatory. This requirement was implemented by connecting several Dect over IP base stations to the Checkmarq VBX. Each base station with 4 extra phones and an ditional 12 repeaters to strengthen the signal throughout the building. IVR IVR, Interactive Voice Response, is also know as the digital receptionist. This requirement was very high on the costumerʼs list, because of the continuously growing telephone traffic during various peak hours, but which was not enough to justify hiring a full-time receptionist. This requirement was implemented using the IVR in the Checkmarq VBX, which is included in the free default license included in all of the VBX-Series models. Using IVR, the telephony flows efficiently to the Call Queues based on the callerʼs selection. Time Conditions The automatic time conditions requirement was defined as mandatory by the federation. In the solution provided there is no need to remember turning on their voic system and listening to it in the morning. The Checkmarq VBX does it all. It automatically engages the voic based on virtually unlimited various time schedules per hour, day, month, year, etc. The voic messages are converted to sound files that are routed to specified mailbox(es). Call routing The routing of the different calls for the different departments of the organization was something that h to be implemented in the new PBX, according to the CEO of the federation. This was easily implemented in the Checkmarq VBX by using the incoming and outgoing call routing groups. This way the telephone agents always see, in the screen of the phone, for which company or department the call is coming in. Ring Groups and Queues The use of ring groups was one of the features that was built into the customerʼs previous PBX and they wanted to preserve it on their new system. This functionality has been extended for their receptionist by introducing a special queue for all the incoming calls to this department.

4 Music on Hold Music on hold is a feature that can be implemented in various ways. The vantage to the customer of doing this the Checkmarq way is that s/he can uplo WAV and MP3 files themselves, edit their own Music on hold play list, and even choose music styles based on the hour of the day, or season bound, like Christmas songs. Registration of missed calls The registration of missed calls, was one of the things that was defined mandatory by the federation. Every missed call on a phone was to be me visible or the telephone agent should get an alert. This was easily implemented by turning on the Log missed Calls feature on the Checkmarq Certified voip phones. When a call is missed the telephone now shows how much calls were missed, from which number with a time stamp inste of the default screen. Personal Voic Foundation of shelters was used to have one voic recorder, which recorded all incoming messages during company off hours. Once back at work, the telephone agents would send around notices to the relevant employees, relating information from the voic messages. By implementing Personal Voic each employee was allocated their own voic box, with their own personal message. This way the communication became clearer while the work lo on the telephone agents was significantly reduced. The VBX voic can even be forwarded to the other voic boxes on the PBX. Again, this feature is license free on the VBX-Series. Results Since installation the system has run flawlessly. The wireless and voip phones that are connected by the Checkmarq VBX work without any errors, delays or echo. And the UPS backup ensures that the VBX-Series PBX, including the connected modules, runs 24/7/ even if the main power drops. Conclusion The Foundation of Shelters not only have a cheaper monthly telecommunications bill due to VoIP, they also have become more efficient by using the Checkmarq VBX series.

5 Current Setup The current telephony system is comprised of: Checkmarq VBX Series Xorcom Astribank BRI 8 Ports 6 Checkmarq Certified VoIP Phones 30 Checkmarq Certified Dect phones Vovone Failover VoIP Trunks 8 ISDN BRI Lines IVR (digital receptionist) Registration of missed calls Call Routing Several different call queues and ring groups with time conditions Voic This system handles an average of 5 concurrent calls at any given time during business hours, with spikes of over 15 concurrent calls. The Checkmarq VBX, including all the features mentioned earlier, was installed in March About Overeem Telecom Overeem Telecom provides support and installation services on Checkmarq VBX Series. They have nearly 35 years of experience in many areas of the Telecom industry. Overeem Telecom has been working with VoIP PBXs since Implementations range from small offices of 5 extensions to multi-site offices. Being an Alcatel integrator in the past, all the deployments are now based on the Checkmarq VBX Series. Overeem Telecom is a Checkmarq VBX-Series Premium Certified Reseller. More info: About Identity Company As one of the holding companies of Checkmarq and initial builder of the VBX-Series, Identity Company still provides specialized support for key accounts, special projects and large integrations. Due itʼs experience in the ICT industry since 1994 and specialization in VoIP since 2000, IDC has build up an extensive intellectual property to vice in large projects. About Foundation of Shelters The of Shelters promotes the interests of homeless shelters and womenʼs shelters. The monitors trends and developments, encourages innovation, initiates cooperation on national and local level and influences policy making on actual themes.

6 Homeless shelters and womenʼs shelters The shelter organizations give shelter and support to people who, due to a combination of problems, are homeless or in danger of losing their home. The organizations help them as much as possible to regain an independent and decent existence. More info: About Xorcom Founded in 2004, Xorcom is a privately-held IP-PBX manufacturer. Xorcom harnesses the power of Asterisk Open Source IP-PBX the most rapidly developing telephony platform in the world to design and produce leing-edge hardware telephony solutions for commercial installations. Today, Xorcom offers the widest and most flexible range of solutions and hardware platforms in the Asterisk market. System integrators, telecom equipment manufacturers, and customer premise telephony and VoIP providers use Xorcom products to provide ded value to their end users. Xorcom sells its products via a worldwide distribution channel, OEM partners, and a sales office in the USA. More info: About Vovone Vovone provides VoIP services since Focussed on the consumer market in the early years, Vovone shifted to pure professional VoIP providing when the business market became more familiar with VoIP and the ʻlast mileʼ network infrastructures became reliable enough in selected countries to support the professional level VoIP Vovone delivers. Connected to all major telecom operators over the world, Vovone can deliver competitive call rates to all countries in the world and inbound phone services in selected countries. More info: About Checkmarq bv Checkmarq bv is an appliance manufacturer since Being focused on security appliances till 2008, technology investment from itʼs holding company, IDC, me it possible to start building PBX appliances, with the goal to penetrate the market with aggressively priced quality telephony products without the expensive licenses major PBX manufacturers are known for. The functionality of the so called ʻ$ Enterprise PBXʼ for the complete business market, from SOHO to Fortune 500 is what Checkmarq bv, with itʼs partners, are making possible today. More info:

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