OmniPCX Enterprise + OpenTouch Multimedia Services

Transcription

1 Alcatel-Lucent OpenTuch Suite fr Mid sized and Large Enterprises OmniPCX Enterprise + OpenTuch Multimedia Services April 2014 Offer - Ed.02 Ref.: ENT_MLE_ Disclaimer: the infrmatin presented is subject t change withut ntice. Alcatel-Lucent Enterprise assumes n respnsibility fr inaccuracies cntained herein. Alcatel-Lucent Enterprise All Rights Reserved Alcatel-Lucent Enterprise 2014

2 Cpyright Alcatel-Lucent All rights reserved. Passing n and cpying f this dcument, use and cmmunicatin f its cntents nt permitted withut written authrizatin frm Alcatel-Lucent. Ntice: While reasnable effrt is made t ensure that the infrmatin in this dcument is cmplete and accurate at the time f printing, we cannt assume respnsibility fr any errrs. Changes and/r crrectins t the infrmatin cntained in this dcument may be incrprated int future issues. This dcument intrduces the Alcatel-Lucent OpenTuch and OmniPCX Enterprise Cmmunicatin Server, their prducts and features. All dcuments assciated t this intrductin cver mst f the aspects fr designing ffers based n current manufacturers and business partner agreements. They include intrductry explanatins t psitin the ffer in relatin t client needs. References t in-depth dcumentatin are indicated t direct yu t prduct descriptins r prduct sites. Wh Shuld Use this Dcument? As an intrductry ffer, this dcument can be used by Alcatel-Lucent vendrs, clients, partners and assciates invlved with the implementatin f Alcatel-Lucent systems. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 2

3 1 Cntent 2 Alcatel-Lucent Enterprise changes the cnversatin 5 3 Intrducing Alcatel-Lucent OpenTuch Suite ffer 8 4 Devices and Clients fr Cnnectin users Defining the Cnnectin user experience Business Telephny with hardphne Mbility WLAN Mbility DECT PC & MAC Sftware applicatins Smartphne Sftware applicatins IP Desktp Sftphne fr Andrid and ipad tablets 33 5 Devices and Clients fr Cnversatin users Defining the Cnversatin user experience Business Telephny with hardphne OpenTuch Cnversatin fr PC OpenTuch Cnversatin fr Web OpenTuch Cnversatin fr ipad Smartphne Sftware Clients 53 6 System Services A high level f availability SIP and web services OmniPCX Media Service (OXE MS) Attendant Services Messaging Services OmniPCX RECORD Suite Fax Services Visual cllabratin and vide Htel/hspital management 89 All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 3

4 7 Custmer Services 96 8 Management Operatins Security Glbal security view OpenTuch Sessin Brder Cntrller IP Tuch security 121 All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 4

5 2 Alcatel-Lucent Enterprise changes the cnversatin The pace f change in the cmpetitive landscape fr enterprises is accelerating, due t glbal ecnmic, scial, and technlgical shifts; business cycles that used t take days nw take hurs. Tday s business envirnment crsses traditinal enterprise bundaries: remte r branch ffices, glbal teamwrk, mbile prfessinals, hme wrkers and third-party partners have all becme part f tday s enterprise. Enterprise cmmunicatins challenges at the era f smartphnes, and tablets Althugh tday the majrity f infrmatin wrkers are still cnducting business frm a desk, they are becming mre and mre mbile, and the devices they want t use t imprve their wn persnal prductivity are must als be increasingly mbile and prtable, whether these devices are prvided by the cmpany r nt. Infrmatin wrkers expect the same quality experience whatever their device, wherever they are. These knwledge wrkers are an essential part in the business prcesses required t keep custmers happy. Cnsidering that, and it is way mre expensive t acquire new custmers than it is t service existing nes, a key fr current businesses is t ensure that they can meet these challenges f delivering quality cmmunicatins t their entire user ppulatin. The missin statement f enterprise unified cmmunicatins Unified cmmunicatins create new pprtunities t increase staff prductivity and custmer satisfactin in this changing envirnment. The gal f a truly unified cmmunicatins envirnment is t imprve the efficiency acrss the entire rganizatin ppulatin: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 5

6 - The emplyees wh primarily wrk frm their ffice in missin-critical prcesses (such as smene in the supply chain) - The increasing number f emplyees in highly mbile and cllabrative wrkplace (such as a business cnsultant r sales persn) - And custmer facing emplyees such as cntact center agents r help-desk teams - wh spend mst f their time in cnversatin with internal and external parties, having a direct impact n custmer satisfactin and business. Alcatel-Lucent OpenTuch: high-quality unified cmmunicatins acrss the entire rganizatin OpenTuch imprves efficiency by prviding high quality unified cmmunicatins, in the ffice wrkplace, between sites, n the g, and acrss the enterprise bundaries: - Primarily deskbund emplyees enjy an expert business cmmunicatins experience, t prvide instant business respnses - The highly-mbile wrkfrce benefits frm new cllabrative prcesses - The rganizatin s brands benefit frm a superir custmer experience, thrugh prfessinal welcme and custmer care, t the mst advanced e-reputatin management in scial netwrks All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 6

7 These user experiences and emerging wrk styles are delivered by a unified applicatin suite that simplifies management, imprves the TCO, and enables smth transfrmatin paths frm TDM technlgy t clud ptimizatin. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 7

8 3 Intrducing Alcatel-Lucent OpenTuch Suite ffer Intrducing Alcatel-Lucent OpenTuch Suite ffer The Alcatel-Lucent OpenTuch Suite delivers high-quality unified cmmunicatins. It is a mdular sftware suite fr large rganizatins that require prfessinal business cmmunicatins, multimedia cllabratin at the ffice and n the g, custmer service functinality and management services. The chice f using traditinal, mixed r full IP slutins depends n custmer s business bjectives, rganizatin, vice-data cnvergence prjects, and mst imprtantly expected return n investment. The Alcatel-Lucent OpenTuch Suite fr MLE cnsists f the fllwing prducts: The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server: a standard-based, pen, distributed cmmunicatin server fr medium t extra large crpratins, supprting bth traditinal phne cnnectivity and IP cnfiguratins, prviding the wrld s mst scalable, advanced business cmmunicatin services and applicatins. The Alcatel- Lucent OmniPCX Enterprise Cmmunicatin Server slutin accmmdates current needs and future upgrades impsed by rapidly changing business cmmunicatins requirements. The Alcatel-Lucent OpenTuch Multimedia Services (OTMS): Emplyees wh need pwerful interactive visual cmmunicatin will benefit frm OpenTuch Cnversatin, the multi-device, multiparty, multimedia experience fr easy cllabratin at the ffice and n the g. OpenTuch Cnversatin sessins feature vice, vide, instant messaging (IM), presentatin sharing and natural cnferencing capabilities t help users better engage with custmers, partners and clleagues. Users are able t shift their sessin between their devices when they mve t anther lcatin. They can create and jin multiparty and multimedia cnferences in a few clicks. The Alcatel-Lucent OpenTuch Message Center (OTMC). The Alcatel-Lucent OmniVista 8770 Netwrk Management System: an easy t use Administratin and Management Platfrm with a user friendly graphical interface. The Alcatel-Lucent OmniTuch Cntact Center: the best in class call center slutin. It is integrated t the Cmmunicatins Server and features the same security and redundancy level. Alcatel-Lucent helps cmpanies t build cmplete cnverged slutins with its reliable, highly secure, next generatin data prtfli. The imprtant ROI increases and TCO decreases are generated frm extremely efficient features such as PE, cntinuus smart switching, netwrk access cntrl, pwer cnsumptin, ne click QS, etc. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 8

9 4 Devices and Clients fr Cnnectin users 4.1 Defining the Cnnectin user experience Emplyees wh primarily make extensive use f vice cmmunicatins benefit frm the OpenTuch Cnnectin, the advanced business cmmunicatins experience available frm reliable Digital r IP deskphnes, as well as sturdy DECT r WLAN mbile handsets. Users can pick the telephny features that suit their ffice wrk style frm the cmprehensive list f telephny features ffered by the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server. Office wrkers enjy high-quality, wideband vice cmmunicatins with easy audi and visual guidance, and ultra-fast directry lk-up frm the phne keybard. OpenTuch Cnnectin user experience can be enriched with sftware clients fr PCs, smartphnes r tablets that bst their prductivity in the ffice and n the g. Examples f the OpenTuch Cnnectin experience and applicatins 4.2 Business Telephny with hardphne Premium DeskPhnes The Alcatel-Lucent Premium DeskPhnes benefit frm a new industrial design t enhance telephny experience. They cme with an adjustable ft stand, enhanced audi quality, imprved usability with backlit displays, dedicated functins keys and alphabetic keybards. Alcatel-Lucent 80x9 are digital deskphnes and Alcatel-Lucent 80x8 are IP deskphnes. They are equipped with an alphabetic keybard and an adjustable ft stand ranging frm 25 t 60. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 9

10 Phne capabilities can be extended with Premium Add-n 10 & 40 keys mdules r Premium Smart display 14 keys mdule. 8068/8068BT Premium DeskPhne A Bluetth handset r wired Cmfrt Handset Hearing Aid Cmpatible LED Flashing blue: arrival f a new call Flashing range: alarm Clr screen 10 dedicated functins keys 3.5 mm headset jack Alphabetic keybard Navigatin Permanent features keys: Quick access t the phne s main features A wideband speaker fr ptimized sund All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 10

11 8038/8039 Premium DeskPhne LED Flashing blue: arrival f a new call Flashing range: alarm Cmfrt Handset Hearing Aid Cmpatible Mnchrme screen 10 dedicated functins keys 3.5 mm headset jack Alphabetic keybard Navigatin Permanent features keys: Quick access t the phne s main features A wideband speaker fr ptimized sund 8028/8029 Premium DeskPhne LED Flashing blue: arrival f a new call Flashing range: alarm Cmfrt Handset Hearing Aid Cmpatible Mnchrme screen 6 dedicated functins keys 3.5 mm headset jack Navigatin Permanent features keys : Quick access t the phne s main features A wideband speaker fr ptimized sund All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 11

12 4.2.2 OpenTuch Cnnectin fr 8082 My IC Phne The Alcatel-Lucent OpenTuch Cnnectin fr 8082 is a new usage brught by the Alcatel-Lucent 8082 My IC Phne device. This new usage is taking benefit f the fully featured integrated IP cnnectivity and telephny already available n Alcatel-Lucent Premium DeskPhnes (8068) sets by using the Alcatel-Lucent New Office Envirnment (NOE) prtcl. It ffers an unprecedented level f cmfrt at the desk with high-quality wideband audi capacity and always-n availability. Its capacitive tuch screen integrated int its award-winning design brings intuitive ergnmics and enhanced effective usage cmpared t a mre standard business phne. Outstanding audi Full duplex wideband cmmunicatins Bluetth handset Large ludspeaker with High Fidelity audi Wide tuch screen 7-inch capacitive tuch screen LED-backlit An adjustable base Open cnnectivity supprts easy expansin 10/100/1000 Ethernet switch fr LAN and PC cnnectivity Embedded BT chipset mm headset prt Pwer supply and PE (Class 3) supprt Access in ne tuch A sensitive Hme key 4 Sensitive keys t pilt yur audi 4 Sensitive keys t access yur main applicatins The 8082 My IC Phne set supprts 802.3AF pwer ver Ethernet (PE) (Class 3), and the maximum pwer in use is less than 8.2 W. An pen cnnectivity supprts easy expansin with a 10/100/1000 Ethernet switch fr LAN and PC cnnectivity, an embedded Bluetth chipset, a 3.5 mm headset prt, as well as cnnectrs fr handset. T reduce and simplify the wiring requirements, the 8082 My IC Phne is pwered via Ethernet, using PE (Pwer ver Ethernet) technlgy. It als allws the system t be secured mre easily. In sme custmer deplyment the pwer adapter can be directly used. Tw references exist in the catalg, ne delivers the phne with a Bluetth handset, the ther reference delivers the phne with a Cmfrt handset. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 12

13 4.2.3 OmniTuch 4135 SIP Cnference Phne The Alcatel-Lucent OmniTuch 4135 SIP Cnference Phne is a high-quality, easy-t-use audi cnferencing mdule. SIP-based, it ffers fur simultaneus cnnectins t create a five-way call fr mre efficient cnferences. Calls can be recrded (n an SD memry card) and stred. The cnference guide enables calls t pre-prgrammed grups. With expansin micrphnes, the OmniTuch 4135 SIP Cnference Phne is the business phne f chice fr large cnferences. Up t fur user prfiles can be saved with settings and cntact details Call recrding functin n the SD memry card enables meetings and file ntes t be saved and transferred t a cmputer A cnference guide enables grup calls All participants in a grup can be cntacted at the same time with ne buttn access. Up t 20 grups can be stred per prfile. It cntains an LDAP client with direct access t the directry via a dedicated key It is easy t cnfigure with the Web interface Settings can be imprted and exprted t ther OmniTuch 4135 IP Cnference Phnes. Expansin fr large rms A cmbinatin f the unit s mnidirectinal micrphne with directinal micrphnes increases vice pickup by tw (frm 30 m2 (320 ft2) t 60 m2 (620ft2)) x5 Audiffice The Alcatel-Lucent 8115 Audiffice and the Alcatel-Lucent 8125 Audiffice are next-generatin cnference mdules that add premium quality sund and easy-t-use audi cnferencing capabilities t Alcatel-Lucent Deskphnes and Sftphnes. Audiffice is a versatile smart bject with a simple, uncluttered design and utstanding audi perfrmance that can greatly imprve any cnferencing situatin. With six bradband speakers, fur digital micrphnes, a passive radiatr fr bass bst and immersive spatial sund, Audiffice will fster mre dynamic, nuanced and prductive cnversatins between Alcatel-Lucent end-pints fr business cmmunicatins. The Alcatel-Lucent 8115 Audiffice features a 3.5 mm input/utput jack t cnnect t Alcatel- Lucent Deskphnes, and a USB prt t cnnect t Persnal Cmputers. The Alcatel-Lucent 8125 Audiffice features a 3.5 mm input/utput jack t cnnect t Alcatel- Lucent Deskphnes, a USB prt t cnnect t Persnal Cmputers, Bluetth cnnectivity fr All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 13

14 Bluetth enabled deskphnes, smartphne and tablet and a universal dcking slutin fr smartphnes and tablets. Alcatel-Lucent 8115 Audiffice Alcatel-Lucent 8125 Audiffice 4.3 Mbility WLAN WLAN Offer In many business envirnments, mbility is an ever increasing pririty, but the ways in which endusers cmmunicate evlve cnstantly. Within cmpany premises, end-users get accustmed t cmfrtable and efficient methds t ensure vice and data cmmunicatin exchanges. Away frm the desks, but still at wrk, they are entitled t expect the same facilities and services. Alcatel-Lucent, the leader in wireless vice slutins fr the wrkplace, ffers the industry's mst advanced Vice ver IP (VIP) service fr Wireless LAN (WLAN) netwrks, namely VWLAN (Vice ver Wireless LAN) r VIP n WLAN. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 14

15 T meet crprate user mbility requirements in cmpany premises, Alcatel-Lucent prvides a range f VWLAN slutins fr businesses in search f a scalable, secure WLAN netwrk t deliver high perfrmance user access, supprting lcatin tracking applicatins. Based n glbal standards fr WLANs, Alcatel-Lucent VWLAN slutins simplify netwrk infrastructure by allwing cnverged vice and data traffic ver a cmmn wireless bradband (802.11a/b/g/n) netwrk. VWLAN handsets Alcatel-Lucent ffers the industry's mst versatile and cmplete wireless slutin fr the wrkplace. Mbile IP Tuch Wireless Telephnes are designed fr a brad range f enterprise applicatins, frm general ffice t industrial use. The Alcatel-Lucent OmniTuch 8118/8128 WLAN Handsets prvide: Time saving benefits fr vice and data applicatins Alcatel-Lucent prprietary prtcl phne services such as caller name display fr phne bk members Excellent vice quality thrughut the wrkplace Imprvements fr mbility, respnsiveness, and prductivity The lightweight OmniTuch 8118/8128 WLAN Handsets are extremely simple t use, require minimal training, and are durable enugh t withstand the rigrs f wrkplace use. The rugged design has n mving parts r external antenna. A cmplete set f accessries is available including headsets, chargers, and carrying cases. OmniTuch 8118/8128 WLAN Handset ffer mre than just telephne cmmunicatin. A push-t-talk functinality is available with the Alcatel-Lucent OmniTuch 8128 WLAN Handset t bradcast cmmunicatin between emplyees, eliminating the need fr tw-way radis r walkietalkies. By putting Wireless t Wrk, Alcatel-Lucent has helped many cmmercial enterprises t imprve prductivity, respnsiveness, and custmer service. Alcatel-Lucent's enterprise telephny integratin capabilities, standards-based wireless architecture, excellent vice quality, and prtfli f handsets make Mbile IP Tuch wireless telephnes the right chice fr wireless LAN telephny. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 15

16 The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server R11.x supprts cnfiguratins withut any additinal servers fr WLAN handsets in an Alcatel-Lucent WLAN infrastructure. The Alcatel-Lucent OmniTuch 8118/8128 WLAN Handsets supprt: e Wi-Fi Multi Media (WMM) Enhanced Distributed Channel Access (EDCA) WMM Pwer Save (U-APSD) 4.4 Mbility DECT Dect Offer T meet crprate user mbility requirements in cmpany premises, the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server ffers a wireless telephne service based n the internatinal DECT (Digital Enhanced Crdless Telecmmunicatins) standard. The DECT standard is a cellular technlgy that uses the 1880/1900 MHz frequency band. DECT is available: In all Eurpean cuntries In a large number f Asian and African cuntries. The 1900/1930 MHz bandwidth is used fr Thailand and Latin American. The DECT standard is designed t prvide mbility services in envirnments with high user density such as large buildings r campuses: Erlangs/Km sq. (GSM 200 Erlangs/Km sq., DCS 500 Erlangs/Km sq.). This standard is based n a digital technlgy prviding high quality cmmunicatin, with Raming and Handver (Handff) capabilities. CDCS (cntinuus dynamic channel selectin) is a unique feature that ensures that every mbile phne perates n the best available radi channel. In additin, n frequency planning is required when adding a radi base statin. All base statins can transmit n any channel. The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server integrates mbility cmpnents based n the DECT technlgy, ffering ergnmics, security, and user-friendly management. Alcatel-Lucent DECT handsets This prduct line, fully cmpatible with existing indr and utdr Alcatel-Lucent base statins, is based n three prducts: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 16

17 500 Dect Handset 8232 Dect Handset 8242 Dect Handset The Alcatel-Lucent 8232/8242 DECT Handsets are designed t suit the vice requirements f emplyees wh are away frm their ffice. They ffer access t the same added value vice services as Alcatel-Lucent fixed desk digital phnes. They are equipped with a clr display and can be dedicated t the intensive mbility needs f mst cmpanies tday. Designed as a high-end business terminal with capabilities such as a large clr screen fr crystal clear readability and HD Audi-Ready technlgy fr superir audibility, the 8242 DECT handset als prvides ntificatin, and lcatin capabilities, as well as a ne-buttn alarm functin t address verticals such as hspitality, healthcare r any ther n-demand envirnment Alcatel-Lucent Mbile DECT 500 is mainly designed fr islated wrkers in harder physical cnditins r explsive envirnments. The prducts benefit frm an imprved usability thrugh functins like backlight display and a vibrate mde. 4.5 PC & MAC Sftware applicatins OpenTuch Cnnectin fr PC Intrductin The OpenTuch Cnnectin fr PC is an enterprise-grade sftphne applicatin that manages cmmunicatins easily and efficiently, all frm the cmputer desktp. This applicatin can be used as business phne cmpanin r can replace a deskphne. It prvides the fllwing capabilities: manage incming and utging calls; display when cntacts are available; prvide a snapsht f all activities (call backs, new vice mail, and missed calls); search fr lcal r crprate cntacts; and manage vice messages. All these features are available frm any lcatin and use ne single identity n matter which device is being used. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 17

18 The OpenTuch Cnnectin seamlessly integrates with Micrsft Outlk, Micrsft Lync, IBM Ntes and IBM Sametime applicatins t prvide telephny and messaging services. Users can als easily schedule and manage OpenTuch cnferences frm Micrsft Outlk. Figure 1 Sessin windw Figure 2 Search bar and taskbar icn Benefits Bring business-class IP telephny t the desktp The OpenTuch Cnnectin is a sftphne with high-fidelity wideband audi and deskphne cntrl features (include the capability t make calls, receive calls, clear calls, frward calls, transfer calls, cnduct three-party cnference calls, hld/retrieve calls, and switch between calls). The OpenTuch Cnnectin fr Micrsft Windws PCs makes vice cmmunicatins simple and reliable. Wrk frm anywhere Regardless f user lcatin (n the cmpany premises r ff-site), the applicatin bsts prductivity by prviding quick access t enterprise-grade business cmmunicatin features and services, including: telephny services, event ntificatin, crprate directry, cmmunicatin histry, and clleagues availability. Maintain a single identity Emplyees can be cntacted faster and mre efficiently with a single business identity when using the deskphne, PC, mbile phne, r any All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 18

19 ther device. Mnitr clleague s availability Telephne presence allws users t visually mnitr whether clleagues phnes are n- r ff-hk. This helps users t avid placing calls when the ther party is unavailable and reduces the time spent recrding and/r listening t vice messages. Cllabrate directly frm Micrsft and IBM business applicatins Access OpenTuch Cnnectin applicatin capabilities frm any cmmn Micrsft and IBM desktp applicatins, and: Click-t-initiate vice calls and click-t-play vice messages frm cntact cards and when using Micrsft Outlk r IBM Ntes. Schedule and manage OpenTuch cnferences frm Micrsft Outlk. Cmplement Micrsft Lync and IBM Sametime cllabrative wrkspaces with enterprise telephny, messaging services and phne presence. Cmmunicate securely Wherever emplyees wrk n cmpany premises r ff-site the OpenTuch Cnnectin fr PC allws secure cmmunicatins with clleagues and custmers. Figure 3 Call tast Figure 4 Cntact card Features The OpenTuch Cnnectin fr PC can be used in the fllwing cntexts: Deskphne cntrl Users cntrl their business phne frm their PC while in the ffice. Mbility mde (als called Nmadic mde) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 19

20 When away frm their ffice, users can: Assciate a PSTN number (e.g. mbile phne, hme phne) with the OpenTuch Cnnectin Or use vice ver IP (SIP-based cmmunicatins) Their business phne is frzen while in this mde. Vices ver IP cmmunicatins are SIP-based with narrwband (G.711u/a, G.729a/b, G.723.1) and wideband (G.722.2) audi cdecs. Sftphne mde Users can make and receive phne calls frm anywhere and can access the crprate netwrk frm their Persnal Cmputer. Vice ver IP cmmunicatins are SIP-based with narrwband (G.711u/a, G.729a/b, G.723.1) and wideband (G.722.2) audi cdecs. The main features f the OpenTuch Cnnectin are: Enterprise-class IP telephny Make, receive, and cntrl phne calls frm the ffice r ff-site. Use traditinal telephny features with business-quality audi. Click-t-call frm typical Micrsft and IBM desktp applicatins (Outlk, Lync, Ntes, Sametime) withut having t lk up fr phne numbers. Use integrated call cntrl features fr Plantrnics and Jabra audi devices, including call answer/end and synchrnized mute. Single identity Users maintain a single business identity with nly ne phne number whether the device they are using is a PC, deskphne, mbile phne, r any ther device. Cntacts Search fr lcal (Micrsft Outlk) and crprate cntacts. Phne presence View clleague availability in real-time and avid placing phne calls when the ther party is n the telephne. Cmmunicatin histry View infrmatin n previus cmmunicatins and quickly redial a party. Ntificatins Check new vice messages, missed calls and callback requests. Visual vic Display and manage vice messages as easily as s using the visual vic interface where messages can be selected, played back r deleted in any rder. Micrsft integratin Use Outlk t click-t-initiate vice calls frm cntact cards and , and t click-t-play vice messages frm an . All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 20

21 Cmplement Lync cllabrative wrkspaces with enterprise telephny, messaging services and phne presence with an external cntrl pane. Schedule cnferences frm Outlk; sending an invitatin r Outlk appintment which includes a link t the cnference. IBM integratin Use Ntes t click-t-initiate vice calls frm cntact cards and , and t click-t-play vice messages frm an . Cmplement Sametime cllabrative wrkspaces with enterprise telephny, messaging services and phne presence via an embedded panel. Virtual envirnments Cmplement deskphnes (Vice ver IP is nt supprted) by deplying the OpenTuch Cnnectin fr PC in virtual envirnments using Citrix XenApp 6.5 and Micrsft Windws Server 2008 Remte Desktp Services (RDS). Secure access t crprate infrastructure Reverse prxy supprt. Sessin brder cntrller (SBC) supprt. Virtual private netwrk (VPN) supprt. Figure 5 Ntificatins and Call histry Figure 6 Visual vic All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 21

22 Micrsft integratin The OpenTuch Cnnectin is cmplemented with Micrsft Outlk (versins 2010 and 2013) addins fr: Cnference scheduling Telephny and messaging services Searching persnal cntacts OpenTuch Cnnectin cmplements Lync 2010 cllabrative wrkspace with telephny services, messaging services and phne presence. Cnferencing add-in fr Micrsft Outlk Use Micrsft Outlk t schedule OpenTuch cnferences. Participants receive an invitatin r Outlk appintment that includes a link t the cnference. Figure 7 Cnferencing add-in Click the Cnferencing icn t create a new OpenTuch cnference (this creates a new appintment in the Calendar with the selected date and hur) r start creating an appintment and then click the OpenTuch cnference icn: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 22

23 Figure 8 OpenTuch cnference Telephny and Messaging add-in fr Micrsft Outlk Use Micrsft Outlk (via an add-in available in the Outlk Ribbn) t: Click-t-initiate vice calls frm cntact cards and s Click-t-play vice messages frm s Figure 9 Telephny and Messaging add-in Call the sender f an r make a call frm a cntact card: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 23

24 Figure 10 Call frm an Figure 11 Call frm a cntact card Play a vice message received via an (when using the unified messaging stre based n the server): Figure 12 Play a vice message received in an Use the Recrd buttn (when creating a new mail, when replying t r frwarding an ) t add a vice message (.wav file) t an Figure 13 Recrd and send vice messages Micrsft Lync integratin The OpenTuch Cnnectin cmplements the Micrsft Lync 2010 cllabrative wrkspace (clientt-client integratin) with enterprise telephny, messaging services and phne presence using an external cntrl pane. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 24

25 Figure 14 OpenTuch Cnnectin cntrl pane The OpenTuch Cnnectin cntrl pane fr Micrsft Lync prvides: Deskphne cntrl Inbuilt sftphne with wide-band audi (G.722.2) fr PC t PC cmmunicatins Phne presence Drag and call Direct dial Primary device management ( current phne fr the audi media) Ntificatins Call sessin management, call cntrl, call frwarding Call histry Visual vic Single sign in SIP TLS/SRTP (with Reverse Prxy and SBC netwrk elements) fr PC t PC cmmunicatins All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 25

26 Figure 15 Features frm the cntrl pane IBM integratin Telephny and Messaging add-in fr IBM Ntes Use Ntes t click-t-initiate vice calls frm cntact cards and s, and t click-t-play vice messages frm an . Figure 16 Telephny and Messaging add-in Call the sender f an r make a call frm a cntact card. Play a vice message received via an (when using the unified messaging stre based n the server). Use the Recrd buttn (when creating a new mail, when replying r frwarding an ) t add a vice message (.wav file) t an . All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 26

27 IBM Sametime integratin The OpenTuch Cnnectin fr IBM Sametime 8.5.x uses best in class unified cmmunicatins capabilities frm Alcatel-Lucent and IBM t transfrm the business prcesses and reach new levels f prductivity. This easy-t-use desktp integratin: Cmplements IBM cllabrative wrkspace with Alcatel-Lucent business-class telephny capabilities and unified messaging services with: Built n Sametime user expertise Real time presence updates Click-t-call frm the cntact list Increases prductivity and speeds decisin making by streamlining cmmunicatins Enriches existing IBM Sametime presence and instant messaging capabilities with a brad set f Alcatel-Lucent unified cmmunicatins services Prvides a single call-cntrl architecture KEY FEATURES Hardphne cntrl r VIP with the Persnal Cmputer (high audi quality with G wide band cdec) Phne presence f the Ltus Sametime cntact whm the user wants t reach Place a business call frm the Ltus Sametime buddy list Inbund call ntificatin (mve calls t the vice mail, t a phne number, answer with an instant message) Ntificatins (displays missed calls, callback requests and new vice messages) Visual vic Business call histry (display all incming and utging calls) Call frwarding (frward calls t the vice mail, r ther pre-defined phne number) Call sessin management (with mid-call cntrl features, rich presence, call infrmatin ) Media blending Anywhere access: select any phne t be yur current phne fr making and receiving calls All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 27

28 Easy desktp integratin and deplyment Single sign in IBM Sametime and OpenTuch Cnnectin clients are jined and appear as a unified user interface. The Sametime client uses the same extensin as the OpenTuch Cnnectin fr Remte Call Cntrl r the Sftphne mde. Calls riginating frm the Sametime client are ruted thrugh the OpenTuch Cnnectin client. The OpenTuch Cnnectin client is installed n the same machine as the Sametime client. Integratin is available when the Sametime user is lgged in. Figure 17 OpenTuch Cnnectin panel fr IBM Sametime All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 28

29 4.5.2 IP Desktp Sftphne fr PC and MAC The IP Desktp Sftphne is a vice telephny applicatin installed n a user s desktp (PC r MAC). This fully-integrated, multimedia telephny slutin cmpletely replaces physical phnes, when desktp cnnectin is the preferred cmmunicatin mde. The IP Desktp Sftphne emulates a 8068 Premium DeskPhne. The applicatin is quick and easy t install. User-friendly, it accmmdates custmizatins t suit user preferences. This applicatin makes it transparent fr remte wrkers t phne and t be called as lng as they are cnnected t their netwrk using their cmpany VPN. Benefits Fully-integrated telephny slutin Quick and user-friendly access t telephne facilities Help businesses ptimize staff prductivity 8082 My IC Phne user experience fr fast adptin Easy integratin f remte and hme wrkers, especially when desktp cnnectin is the preferred cmmunicatin mde Carbn ftprint reductin Cmmunicatins, cnnectivity and hardware csts cntrl Features VIP prtcl prvides vice cmmunicatins n the cmputer Runs under MS Windws, Apple MAC OS Available ff-site anywhere the user is able t cnnect t the cmpany IP netwrk via a cmpany VPN (wrks n Ethernet, Wi-Fi, 3G/4G cellular) Available n-site n wired Ethernet cnnectin r Wi-Fi Suitable in bth Business and Cntact Center envirnments G.711 and G.729 cdecs are supprted The user interface can be persnalized Identical display and keys as the 8082 My IC Phne Desk sharing is supprted All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 29

30 Telephny is supprted n any CTI envirnment (fr example: Cntact Center agent wrkspace, Desktp Applicatin, TSAPI r specific CTI Tlbar) QS Level 3 IP TOS / DSCP Up t 15 different ring tnes Custmized skins can be created t meet specific client needs n demand It is als pssible t adapt the applicatin n demand t meet specific needs 4.6 Smartphne Sftware applicatins My Instant Cmmunicatr Mbile editin fr Cnnectin User Benefits Brderless ffice Users have access t unified cmmunicatin capabilities everywhere (n-site and ffsite) s that they are able t get business ntificatin events (vice mail, callback request, missed call ntificatins, instant messages) and access enterprise-grade services (e.g., crprate directry, telephny presence, instant messaging and cllabratin/cnferencing) regardless f their lcatin. Increases first-call reslutin Single business number fr any user - Avids wasting time by having ne number that autmatically fllws a user acrss multiple phnes (fixed and smartphne). Media blending - Prvides additinal media ptins fr answering a call such as e- mail r instant message. Cntrls/reduces csts Cellular: significantly reduces smart phne csts with savings n lng distance calls. Use f Wi-Fi when at the ffice r hme. Least cst ruting: set up rule-based plicies t reduce internatinal direct dial and raming charges. Cnsistent graphical user experience (cmmn lk and feel) Allws users familiar with MIC Mbile Editin t instantly knw hw t use any mbile device. Features Cnsistent graphical user interface regardless f the device used (cmmn user experience) Single business number One single phne number fr fixed and smartphne devices Single business identity, whatever the device used Capability t cntrl ringing (fixed and mbile r fixed phne nly) Single business vice mail Visual vic interface fr displaying and managing vice messages as s Directry lkup Search lcal and crprate cntacts All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 30

31 Business call histry Ntificatins at a glance New vice messages Callback requests Missed calls Instant messages Business caller identificatin Make a call Frm the lcal cntact list r crprate directry Frm the enterprise dialing plan Frm the business call histry list Frm the vice mail interface Thrugh the attendant r cmpany switchbard peratr Mid-call cntrl Make a call, take a call, clear a call, call frwarding, call transfer, three-party cnference, hld/retrieve call, switch between calls, etc. Device handff Mve an active call frm a smartphne t a fixed phne Media blending Rich presence Capability t answer using a media ther than vice such as r instant messaging Cntact presence Phne presence Instant cnference Set up and jin cnferencing calls instantly, anywhere Secure instant messaging and cllabratin Set up cllabratin anywhere (frm chat t data sharing) Data ver Wi-Fi Autmatic switch t trusted WLAN (raming) Secure access t enterprise Reverse Prxy https supprt Native BlackBerry Enterprise Server (BES) secured channel Business and private lifestyle management Business mde: Incming and utging calls are prcessed via the Alcatel-Lucent cmmunicatin server. Business ntificatin events are presented Private mde: Incming and utging calls are directly prcessed by the mbile carrier (n business ntificatin events) Autmatic fallback Enterprise-grade vice services remain available (due t fallback in-band DTMF cdes) when the secure data channel is ff Least cst ruting All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 31

32 Allws savings fr internatinal raming (set up f rule-based plicies by the system administratr) Applicatin management Sftware dwnlad ver-the-air Remte cnfiguratin and prvisining thrugh Alcatel-Lucent client management functins BlackBerry iphne Andrid IP Desktp Sftphne fr iphne The IP Desktp Sftphne is a vice telephny applicatin installed n a user s Apple iphne r ipd tuch. This multimedia, fully-integrated telephny slutin cmpletely replaces physical phnes. The IP Desktp Sftphne emulates a 8068 Premium DeskPhne. The applicatin is quick and easy t install. User-friendly, it accmmdates custmizatins t suit user preferences. This applicatin makes it transparent fr remte wrkers t phne and t be called as lng as they are cnnected t their netwrk using their cmpany VPN. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 32

33 The IP Desktp Sftphne fr iphne and ipad is available n the Apple Stre. Benefits Fully-integrated telephny slutin Quick and user-friendly access t telephne facilities Help businesses ptimize their emplyee s prductivity 8082 My IC Phne user experience fr fast adptin Easy integratin f remte and hme wrkers, especially when desktp cnnectin is the preferred cmmunicatin mde Carbn ftprint reductin Cmmunicatins, cnnectivity and hardware csts cntrl Features VIP prtcl prvides vice cmmunicatins n the iphne and ipad Available ff-site anywhere the user is able t cnnect the custmer IP netwrk via a cmpany VPN (wrks n Ethernet, Wi-Fi, 3G/4G cellular) Available n-site n wired Ethernet cnnectin r Wi-Fi Suitable in bth Business and Cntact Center envirnments G.711 and G.729 cdecs are supprted The user interface can be persnalized Identical display and keys as the 8082 My IC Phne Desk sharing is supprted Hrizntal/vertical flip and hrizntal full screen n the iphne Telephny is supprted n any CTI envirnment (ex: Cntact Center agent wrkspace, Desktp Applicatin, TSAPI r specific CTI Tlbar) QS Level 3 IP TOS / DSCP Up t 15 different ring tnes Custmized skins can be created t meet specific client needs n demand It is als pssible t adapt the applicatin n demand t meet specific needs 4.7 IP Desktp Sftphne fr Andrid and ipad tablets The IP Desktp Sftphne is a vice telephny applicatin installed n a user s tablet (Apple ipad r Andrid). This multimedia, fully-integrated telephny slutin cmpletely replaces physical phnes. The IP Desktp Sftphne emulates a 8068 Premium DeskPhne. The applicatin is quick and easy t install. User-friendly, it accmmdates custmizatins t suit user preferences. This applicatin makes it transparent fr remte wrkers t phne and t be called as lng as they are cnnected t their netwrk using their cmpany VPN. The IP Desktp Sftphne fr ipad is available n the Apple Stre and n Ggle Play fr Andrid devices. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 33

34 Benefits Fully-integrated telephny slutin Quick and user-friendly access t telephne facilities Help businesses ptimize their emplyee s prductivity 8082 My IC Phne user experience fr fast adptin Easy integratin f remte and hme wrkers, especially when desktp cnnectin is the preferred cmmunicatin mde Carbn ftprint reductin Cmmunicatins, cnnectivity and hardware csts cntrl Features VIP prtcl prvides vice cmmunicatins n tablets and smartphnes Runs under Apple ios and Andrid (please check the list f cmpatible Andrid devices in the Services Applicatins Cmpatibility Matrix available n the Alcatel-Lucent Enterprise Business Prtal) Available ff-site anywhere the user is able t cnnect t the cmpany IP netwrk via a cmpany VPN (wrks n Ethernet, Wi-Fi, 3G/4G cellular) Available n-site n wired Ethernet cnnectin r Wi-Fi Suitable in bth Business and Cntact Center envirnments G.711 and G.729 cdecs are supprted The user interface can be persnalized Identical display and keys as the 8082 My IC Phne Desk sharing is supprted (except n Andrid devices) Hrizntal/vertical flip and hrizntal full screen Telephny is supprted n any CTI envirnment (ex: Cntact Center agent wrkspace, Desktp Applicatin, TSAPI r specific CTI Tlbar) QS Level 3 IP TOS / DSCP Up t 15 different ring tnes Custmized skins can be created t meet specific client needs n demand It is als pssible t adapt the applicatin n demand t meet specific needs All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 34

35 5 Devices and Clients fr Cnversatin users 5.1 Defining the Cnversatin user experience Cnversatin user prfile Emplyees wh need pwerful interactive visual cmmunicatin benefit frm OpenTuch Cnversatin, the multi-device, multiparty, multimedia experience fr easy cllabratin at the ffice and n the g n entry level t the mst advanced SIP Business Phnes, sftware clients fr PCs, smartphnes, tablets and WEB interface. OpenTuch Cnversatin sessins feature vice, vide, instant messaging (IM), presentatin sharing and natural cnferencing capabilities t help users better engage with custmers, partners and clleagues. Users can mve frm a phne call t a cnference call simply by adding peple t the cnversatin and can add vide, shw presentatins, and exchange files with ease. Emplyees can ptimize their time by transferring calls t their smartphne, tablet, videcnferencing end-pint, r PC withut interruptin. OpenTuch Cnversatin adapts t the way that users wrk, fstering cnversatins that enrich their business. The OpenTuch Cnversatin app supprts native perating systems fr Apple ipad, Apple iphne, Micrsft Windws, and Andrid devices. The OpenTuch Cnversatin web client supprts Ggle Chrme, Mzilla Firefx, Micrsft Internet Explrer, and Apple Safari web brwsers. N matter the device r platfrm, OpenTuch Cnversatin supprts business cmmunicatins needs. Examples f the OpenTuch Cnversatin experience and applicatins All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 35

36 Cnversatin Services Scial Imperative Cnversatins acrss the cmpany: Device Prliferati n Vide Explsi n Investme nt Prtecti n Multi-Party Cnversatins Multi-Device Cnversatins Multi-Media Cnversatins Multi-Vendr Cnversatins ANY TO ANY COLLABORATION VISUAL STANDARDS Multi-party: Native cnferencing capabilities during a cnversatin, at any time Multi-device: Rapid sessin shift between devices while keeping the same cntext, n disruptin r latency Multimedia: Seamless. Audi-vide-dcument sharing escalatins OpenTuch multi-device features One-number ruting A user has ne directry name and number. Calls t this number can be ruted t the device f chice r t several devices at the same time. Depending n the wrking envirnment, the user can define ruting rules t specify t which business devices (including business phne, mbile, tablet and PC), vice mail r ther number calls are ruted, and frm which devices calls can be made. Users, while benefiting frm OpenTuch advanced services, can always be reached whether they are n-site r ff-site. Refer t device specific sectins fr further details. Nte: if the call is ruted t a Mbile that is ff-line, the call will g t the mbile s vic system. Rapid sessin shift between devices All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 36

37 With the One Number feature, all the user s devices can be rung at the same time. When the call is established, the call can be switched t anther device with n cntact lss r music n hld. Sessin shift can be activated by a user n an utging call r when the user receives an incming call. The user presses a key r selects a menu n the initial device r n the target device. Refer t device specific sectins fr further details. Deskphne and mbile phne remte cntrl frm PC Using a Client PC interface, a user can search in the directry, including system and persnal cntacts, t perfrm calls frm devices such as their mbile, hme phne, r deskphne. Unified call and messaging histry acrss devices The histry f the ne-number cmmunicatins is available n the PC, smartphnes and tablet clients. An entry in the call lg histry list includes the caller identity, the sessin time, date, status (i.e. missed, established) and duratin. Even if a device is nt selected as the Rute My Calls target, the histry list n this device will shw the call that was ruted t ther devices. Visual vic The OpenTuch interface n the devices can be used t directly access the mailbx. Display and manage vice messages as easily as s, using a visual vic interface that allws messages t be selected, played back r deleted regardless f their rder f arrival. The visual vic lets the user be mre respnsive: instead f listening t messages in sequential rder f receipt, it is pssible t use key presses t navigate within the crprate vice mailbx, t priritize messages and listen t the critical nes first. Refer t device specific sectins fr further details. OpenTuch multiparty features Multiline sets All advanced Alcatel-Lucent Enterprise phnes can supprt multiple telephne lines. A multiline cnfiguratin can be implemented n ne device. Multiple lines allw a high level f telephne traffic t be handled while clearly identifying the rigin f the calls. System cnfiguratin can prvide a multiline ver-ringing tne. This is a shrt beep tne emitted fr each incming call n a busy multiline phne. Enterprise presence including cnversatin status Members f the same team can be infrmed f the current status f team members. Depending n the capabilities f the device, ther users can see that a team member is: Absent (Out f Office) Unavailable In a call Out t lunch Present and available All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 37

38 The presence status can be updated n PC, tablet and smartphne clients Manager/assistant Manager/assistant rules can be activated frm the manager r assistant set. Fr better call management between the parties, telephny status is available fr the manager and the assistant. A white list f calling numbers can be created s that incming calls frm these numbers are put thrugh even if a mnitring rule has been activated. In case f n respnse frm any f the parties, the manager call verflw rules are applied. Refer t the device specific sectins fr further details. Supervisin / Pick-up OpenTuch Cnversatin users can benefit frm call supervisin (bservatin f telephny status) and call pick-up services. A supervised Cnversatin user can be equipped with any device (hardphne) and/ r Cnversatin sftware client. Several users may supervise the same user Refer t the specific device sectins fr further details. OpenTuch Multimedia and Cllabratin features Multimedia escalatin OpenTuch Cnversatin users benefit frm native multimedia cmmunicatin features: depending n device capabilities, it is easy t escalate frm audi t vide r instant messaging t enrich the cnversin with visual interactins. Refer t the specific device sectins fr further details. Multimedia cnferencing and Cllabratin services Cnversatin users benefit frm multimedia cnferencing and cllabratin services: users can establish cnversatins (n the fly r scheduled) with multiple participants. Users with presence and instant messaging features are included in the audi, vide and data sharing cmmunicatins. Depending n device capabilities, it is easy t add new participants r t escalate frm ne media t anther. Fr instance it is pssible t switch frm IM t audi then t vide and data sharing, t enrich the cnversatin. Refer t the specific device sectins fr further details. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 38

39 5.2 Business Telephny with hardphne My IC Phne The 8082 My IC Phne set is a full-featured SIP device creating a new step in the implementatin f user needs and cmfrt. The 8082 My IC Phne set prvides the benefits f advanced cmmunicatins t all businesses. Industries, such as hspitality, finance, healthcare and retail, can bring new experiences t their emplyees and custmers. With the Alcatel-Lucent OmniTuch 8082 My IC Phne: Cnversatins can be multimedia. Peple can add vide media during a cnversatin. There is n need t switch devices t cnverse in a different media Cnversatins can have cntext. When cmbined with the Alcatel-Lucent OpenTuch platfrm, users have access t a cmprehensive new set f cmmunicatins services, including address bks, cnferencing facilities and multidevice management Cnversatins are easy. The smartphne experience is available n the desktp. A tuch screen allws applicatin brwsing. Any user can easily custmize their hmepage and their applicatins t suit their preferences r their rle. Cnversatins can include apps. The deskphne can hst applicatins fr better efficiency at the desk. Fr example, autmatin features such as heat, r light cntrl can be accessed by using yur deskphne. Users can enjy new ways f interacting with a business phne. The 8082 My IC Phne set is built arund a 7 inch capacitive LED backlit tuch screen, which prvides cntext sensitive feedback. The presentatin screen can be custmized fr: Persnal preferences: screen displays and menu presentatins can be mdified accrding t persnal needs (screensaver, meldies, backgrund image, clrs, backlight ) Cmpany brand: Enterprise lgs and infrmatin can be displayed t highlight the cmpany image All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 39

40 Access t the mst cmmn features is facilitated by a quick access pad, where a sensitive hme key brings yu t the hme page. Other sensitive keys pilt yur audi vlume and prvide access t yur main applicatins. The 8082 My IC Phne prvides 24 hur access t all the cmpany cmmunicatins tls My IC Phne sets cmply with the Eurpean standard (ETS Annex B), US standard (UL/CSA 60950), and Australia standard (AS/ACIF S004) fr nise and acustic shck The audi quality is utstanding with: High fidelity audi quality ludspeaker and handsfree capability Wideband audi prvides an acustic frequency respnse cvering a Hz range and audi quality cmpliance with mst widespread narrwband and wideband VIP standards Wideband Bluetth handset (and headset) fr privacy and wires-free mbility The Hearing Aid Cmpatibility (HAC) feature, which cnsists in prviding audi assistance fr hearing impaired peple. A crded cmfrt handset is available fr high fidelity audi cmmunicatin. A USB camera (Lgitech C920) can be cnnected t the 8082 My IC Phne t prvide vide capabilities, based n H264 vide negtiatin. The 8082 My IC Phne set supprts 802.3AF pwer ver Ethernet (PE) (Class 3), and the maximum pwer cnsumptin is less than 8.2 W. Open cnnectivity supprts easy expansin with a 10/100/1000 Ethernet switch fr LAN and PC cnnectivity, an embedded Bluetth chipset, a 3.5 mm headset prt, tw USB cnnectrs, as well as handset cnnectr. T reduce and simplify the wiring requirements, the 8082 My IC Phne is pwered via Ethernet, using the PE (Pwer ver Ethernet) technlgy, which als allws the system t be secured. In mst cases, a single backup pwer supply can be used fr all devices cnnected t a switch. In sme custmer deplyments a pwer adapter can be used. The 8082 My IC Phne supprts the 802.1x MD5 and 802.1x TLS authenticatin prtcls. The SIP survivability mde allws service cntinuity, with a restricted level f services, when the DHCP server r the Cmmunicatin Server is nt reachable. T imprve system perating reliability, 8082 My IC Phne sets supprt SIP server redundancy. SIP server redundancy allws service cntinuity with the same level f features, when the main server fails, and a switchver t the secndary server ccurs. The tw SIP servers can be in different IP subnetwrks (spatial redundancy). All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 40

41 Deskphnes The Alcatel-Lucent 8012 Deskphnes is cst-effective, entry-level phnes that ffer SIP telephny fr essential cmmunicatins in a business-grade design. It is the perfect vice cmpanin t desktp-centric activities t ensure cnnectivity and fast access t the enterprise directry Benefits Meet ec-friendly and lw energy cnsumptin standards Offer permanent cnnectivity t ensure the cntinuity f critical cmmunicatins Integrate cmpletely in a multi-device envirnment Can be the ideal cmpanin t a sftphne fr better audi cmfrt Simplify peratins and reduce OPEX and TCO thrugh a seamless and single management platfrm shared with ther devices, applicatins and netwrking elements Canc el key Relea se key Start Call key Vlume & ludspeaker keys Hm e key Messa ge key All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 41

42 Yu can access all f their pwerful features and services immediately with: A character-based display Tw-way navigatin menu buttns Display languages can include Latin and Cyrillic characters /4018 SIP Phnes The Alcatel-Lucent IP Tuch 4008/4018 phne Extended Editin sets are designed t perate in SIP standalne mde with an OpenTuch SIP Server. They can be re-used in case f investment prtectin and migrate frm OmniPCX Enterprise t OpenTuch systems. They allw Cnversatin users t use entry level lw cst audi devices. They can be used cmbined with ther OpenTuch Cnversatin clients t enlarge user experiences. Fllwing their registratin t the SIP server, they perate as integrated SIP sets and benefit frm business telephny features, based n SIP standard best practices. In SIP survivability mde, the Alcatel-Lucent IP Tuch 4008/4018 phne Extended Editin sets can als perate n the duplicated Cmmunicatin Server r Passive Cmmunicatin Server. The SIP mde is activated directly by the management framewrk Easy managed via the 8770 device management Vice mail access is guaranteed frm the phne set (dedicated key and LED indicatr) Dedicated fixed keys are available (access t lines 1/2, call frwarding activatin/deactivatin) Prgrammable keys are autmatically assciated t a specific telephny service (Speed dialing) Three-party cnferences are lcally handled by sets Server redundancy is supprted by sets (Cmmunicatin Server duplicatin) A set f paper labels is prpsed fr quick and easy identificatin f the prgrammable keys. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 42

43 Yu can access all f their features and services immediately with: A character-based display Tw-way navigatin menu buttns Prgrammable feature buttns Display languages can include Latin and Cyrillic characters 5.3 OpenTuch Cnversatin fr PC Intrductin The OpenTuch Cnversatin fr PC enhances cllabratin and cmmunicatin within the enterprise: users benefit frm multimedia cnversatins with high-quality vice and vide, instant messaging, presence, seamless sessin shifts, and embedded cllabrative sessins. The OpenTuch Cnversatin allws emplyees t find the right peple, see if they are available and n what device, and cllabrate using their preferred methd. Available n the latest Micrsft Windws platfrms (Windws 7 and Windws 8 ), the OpenTuch Cnversatin fr PC wrks in any lcatin (n cmpany premises r ff-site), with industry-standard security mechanisms, t ensure clear and reliable cmmunicatins. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 43

44 Benefits Easy t learn and use n multiple devices The OpenTuch prvides a familiar and cnsistent user experience acrss a variety f devices, enabling users t mve between PC, smartphne, tablet and deskphne applicatins with ease. Imprve cllabratin Increase cmmunicatin efficiency with advanced, streamlined business cnversatins that can include multiple parties, persistent cnversatins, cntent sharing and high-quality vide cnferencing. Wrk frm anywhere Bst prductivity and reduce expenses with quick access t business cmmunicatin features frm any lcatin. N matter where they are, users can receive business ntificatin events and access enterprisegrade services including crprate directry access, telephny, cnferencing, instant messaging, cmmunicatin histry, and clleagues availability. Maintain a single identity Emplyees can be cntacted faster and mre efficiently using a single business identity acrss multiple devices (such as a deskphne, PC, mbile phne, tablet, and hme phne). Stay cnnected Wrkers can view clleagues' availability and select the best way t cmmunicate by initiating a phne call, vide call, an instant message r an . Cmmunicate securely N matter where emplyees chse t wrk at the cmpany premises r ff-site the OpenTuch Cnversatin fr PC allws fr secure cmmunicatins between clleagues and custmers. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 44

45 Features The OpenTuch Cnversatin fr PC can be used in fllwing cntexts: Sftphne mde A user can make and receive phne calls frm any lcatin, prvided that they can access the crprate netwrk with their Persnal Cmputer. Vice ver IP cmmunicatins are SIP-based with narrwband (G.711u/a, G.729a/b, G.723.1) and wideband (G.722.2) audi cdecs. Deskphne cntrl fr making calls Users cntrl their business phne and make calls frm their PC while in their ffice. Calls can be deflected. The main features f OpenTuch Cnversatin are: Multimedia cnversatins Start with a simple ne-t-ne chat sessin and add peple, vice, vide, and cntent, seamlessly and effrtlessly. Single identity Meetings Cntacts Maintain a single business identity, with ne phne number, acrss multiple devices (e.g., PC, tablet, deskphne, mbile phne, and hme phne). Schedule meetings n-the-g using predefined meeting prfiles that tailr OpenTuch cnferencing capabilities t match the type f meeting r event (business meeting, webinar, training and cnference call prfiles). View and cnduct presentatins (view shared presentatins, PDFs, and images). Search fr lcal (Micrsft Outlk ) and crprate cntacts. Instantly access favrite cntacts with a single click-t-call/-vide/-chat/-share. Instant messaging and presence Chat securely with clleagues and crprate cntacts. View clleagues availability and identify what type f cmmunicatin is mst apprpriate. Cnversatin Wall Ntificatins See past cnversatins, active cnversatins and future meetings in a single view. Check new vice messages, missed calls and instant messages. Vice and vide capabilities Place calls, manage incming calls, switch between devices, and add and drp participants. Use high-quality cmmunicatins (HD vice, HD vide) t imprve persnal cnnectins. Seamlessly mve cnversatins between business devices with a single click. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 45

46 Manage cmmunicatins preferences and reachability, using call ruting prfiles, effrtlessly and while n the mve. Use integrated call cntrl features fr Plantrnics and Jabra audi devices, including call answer/end and synchrnized mute. Visual vic Display and manage vice messages as easily as s, using a visual vic interface that allws messages t be selected, played back r deleted in any rder. Secure access t crprate infrastructure Reverse prxy supprt. Sessin brder cntrller (SBC) supprt. Virtual private netwrk (VPN) supprt. Add peple, dcuments, presentatins, vice r vide easily t any cnversatin. Micrsft integratin The OpenTuch Cnversatin can be cmplemented with Micrsft Outlk (versins 2010 and 2013) add-ins fr: Cnference scheduling All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 46

47 Searching persnal cntacts (the add-in is autmatically installed with OpenTuch Cnversatin) Cnferencing add-in Use Micrsft Outlk t schedule OpenTuch cnferences. Participants receive an invitatin r Outlk appintment that includes a link t the cnference. Click t create a new OpenTuch cnference (this creates a new appintment in the Calendar with the date and hur) r start creating an appintment and then click the OpenTuch cnference icn: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 47

48 5.4 OpenTuch Cnversatin fr Web Intrductin The OpenTuch Cnversatin fr Web applicatin (OTC Web) creates a prductive and easy-t-use meeting experience that fsters real-time team cllabratin. Guests can jin meetings withut dwnlading r installing bthersme plug-ins r fllwing a myriad f cmplicated instructins and prcedures. Designed fr simplicity and ease f use, the OTC Web enables meetings t start n time withut distractins. The meeting launcher can easily schedule and manage OpenTuch cnferences frm Micrsft Outlk, r frm the OT Cnversatin fr Windws PC and ipad. Benefits Encurages use t increase prductivity and save travel csts Easy t use, elegant and pwerful applicatin t interact between grups and with yur custmers and partners, while reducing travel csts and emplyee dwntime. HTML5 t welcme anyne Ensures pen and easy access with supprt fr the fur mst ppular brwsers. Real 0 ftprint slutin which desn t requires n intrusive plug-in nr add-in, and s welcmes users with PC, MAC, and tablets. Effective services t fster cllabratin Imprves prductivity with supprt fr ppular and cmmn dcument types fr web presentatins and anntatin All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 48

49 Speaker identificatin Avids cnfusin n calls by enabling speaker identificatin by displaying vice-activity clearly and succinctly. Private cmmunicatins thanks t sidebar chat Enables private cmmunicatins during meetings with public grup chat and sidebar chat sessins. Highly secure meeting Passwrd prtected meetings reinfrce cnfidentiality, in additin t SSL encrypted cmmunicatins. Features The OpenTuch Cnversatin fr Web PC welcmes any participant whether this persn is a cmpany emplyee with r withut an OpenTuch accunt, r an external participant. Yu can be invited, accrding t the meeting launcher chice, as the meeting leader r a meeting participant : The meeting leader has access t cntrls that are nt granted t a meeting participant: Cntrl the attendance: mute, mute all, and drp. Cntrl the presentatin: uplad a dcument, start a presentatin, change page, anntate a presentatin. The main features f the OpenTuch Cnversatin fr Web PC are: Jin Annymus users cnnectin Uplad my picture / select an avatar Passwrd prtected meeting Dial in & dial ut Share & View Dcument sharing Dcument uplad, dwnlad Full screen mde Msaic preview Dcument Anntatin Cntrl Mute yurself, mute participants Drp a participant (leader rle) Identify the active talker Chat Instant Messaging : public chat, sidebar chat(s) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 49

50 Emticns Miscellaneus Easy t use, guided tur fr first time user Cnference infrmatin Easily highlight yur speech with anntatins, identify wh is talking, and perfrm private chats t align with yur clleagues. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 50

51 5.5 OpenTuch Cnversatin fr ipad The OpenTuch Cnversatin fr ipad implements the features and flexibility f the OpenTuch Suite, n the ppular ipad tablet device. Rely n the usual gestures t place calls, retrieve messages and mve easily frm a phne call r IM t a multi-party cnversatin. View and anntate presentatins, PDFs, and images. Send IMs, exchange files, and activate and create callruting prfiles. Features Place, answer, and manage vice and vide calls using the enterprise dialing plan call anywhere using the device, crprate directry, r OpenTuch cntact list View cntact presence and availability and tap t start and manage cllabrative, secure cnversatins Start with a simple ne-t-ne chat and add peple, add vice, add vide, add cntent seamlessly and effrtlessly Open past cnversatins t review ntes and exchanges r re-start the cnversatin where yu left ff Manage cmmunicatins preferences and availability using call ruting prfiles, effrtlessly while n the mve All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 51

52 Present a single business identity, with ne phne number acrss multiple devices desk phne, PC, tablet and smartphne Mve the cnversatin between devices using Rapid Sessin Shift - mve the late day vide cnference t yur mbile device and be n time fr the next appintment Listen t and manage vice mail messages Schedule meetings using pre-defined meeting prfiles that tailr OpenTuch cnferencing capabilities t match the type f meeting r event Business Meeting, Webinar, Training and Cnference Call prfile types View and cnduct presentatins view shared presentatins, PDFs, and images Anntate shared presentatins, PDFs, and images using gestures t select tls and make real-time edits Manage nging cnversatins using the cmplete set f cnference cntrls transfer, mute, hld, resume, hang up, add, prmte and mre Benefits Cmpelling and heedful user experience that encurages use, encurages emplyee cmmunicatins and encurages rich and frequent cnversatins Reduced enterprise cmmunicatins expenses thrugh the use f Wi-Fi r 4G/3G data cnnectivity fr telephne calls and cnference calls (VIP) Imprve cllabratin and increase efficiency with streamlined evlutin f business cnversatins t include multiple parties, persistent cnversatins, cntent sharing and high-quality vide cnferencing while n the mve Bst prductivity and save expenses with quick access t business cmmunicatin features anywhere Be cntacted faster and mre efficiently with a single business identity acrss multiple devices Save time with autmatic presence that indicates clearly when a cntact is available and the best ways t cmmunicate with them Imprve the meeting experience with prfiles that tailr system behavir t match the type f meeting r event, including webinars, training sessins and daily business meetings Express ideas and interactively cllabrate and innvate using feature-rich anntatin using feature-rich anntatin tls All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 52

53 5.6 Smartphne Sftware Clients My Instant Cmmunicatr Mbile editin fr Cnversatin User Benefits Access features anywhere Users have unified cmmunicatin capabilities everywhere, n-site and ff-site. Regardless f their lcatin, they can get business ntificatin events (vice messages, missed calls and instant messages) and access enterprise-grade services, including crprate directry, telephny, cnferencing, instant messaging, cmmunicatin histry, clleagues availability and assistant call delegatin. Maintain a single identity Stay cnnected A single business number is used acrss multiple devices, such as desk phne, persnal cmputer, mbile phne, tablet and hme phne. Outbund calls frm a mbile device can use a single identity and phne number, making it easier fr clleagues, custmers, partners and persnal cntacts t recgnize calls frm the MIC Mbile Editin. Wrkers can view clleagues availability and select the best way t cmmunicate, by initiating a phne call, instant message (IM), r text message (SMS). Cntrl/reduce csts Cellular: Significantly reduce smartphne csts with savings n lng distance calls. Use Wi-Fi when at the ffice r at hme fr data usage. Least-cst ruting: Set up rules-based plicies t reduce internatinal direct dial and raming charges. Cnnect mre securely Secure access is prvided t the enterprise with Reverse Prxy https supprt, native BlackBerry Enterprise Server secured channel and VPN supprt. Features Single identity One phne number acrss multiple devices (desk phne, mbile, persnal cmputer, tablet, hme phne ) Single business identity, whatever the device used Business caller identificatin Directry lkup Favrites Ntificatins Search fr lcal and crprate cntacts frm an user friendly interface Instant access t favrite desktp cntacts with a single click t call r chat Identificatin f new vice messages, missed calls and instant messages Business calling anywhere All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 53

54 Mid-call cntrl Calling frm the lcal cntact list r crprate directry, favrite cntacts list, enterprise dialing plan, business cmmunicatin histry, vic interface and mre Take a call, clear a call, transfer a call, hld/retrieve a call, switch between calls, add participants t a call (n-party cnference) Instant cnference Set up and jin cnferencing calls instantly with a single click frm the calendar r invitatin Switch device (handff t and frm) Seamlessly mve an active call frm the mbile t any ther device Seamlessly pick up an active call frm anther business device t the mbile with a single click Unified business cmmunicatin histry Visual vic Filter events (vice calls, vice messages and instant messages) r display a unique view fr all events Display and manage vice messages as easily as s, with a visual vic interface that allws messages t be selected, played back r deleted in any rder Instant messaging Text messaging Rich presence Media blending Chat securely with crprate cntacts View clleagues availability (cntact and phne presence) Answer using a media ther than vice, such as r instant messaging Call ruting prfiles Cntrl which device(s) will ring (fr example, desk phne, tablet, mbile r persnal cmputer) by using ruting prfiles, such as Office, Hme, On the Mve r Busy Manager/Assistant Fr the manager: Activate/deactivate call delegatin t the assistant and display details in the business call histry Business and private lifestyle management Business mde: Incming and utging calls are prcessed n the Alcatel-Lucent cmmunicatin server Private mde: Incming and utging calls are prcessed by the mbile carrier (a private call can be perfrmed either frm the MIC applicatin r the native dialer) Autmatic fallback Enterprise-grade basic vice services remain available thrugh in-band DTMF cdes when the secure data channel is lst Least-cst ruting Allw savings fr internatinal raming (rules-based plicies set up by the system administratr) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 54

55 Data ver Wi-Fi Autmatic switch t trusted WLAN (raming) Secure access t the crprate infrastructure Reverse Prxy https supprt Virtual Private Netwrk (VPN) supprt Native BlackBerry Enterprise Server (BES) secured channel Applicatin management Sftware dwnlad ver the air Remte cnfiguratin and prvisining thrugh Alcatel-Lucent client management functins BlackBerry OpenTuch Cnversatin fr Andrid & iphne Benefits Optimize wrkfrce mbility csts by using Vice ver IP ver wireless LAN. Place and receive calls ver crprate WLAN and when at hme r at a htspt using Wi-Fi Cmpelling and heedful user experience that encurages use, encurages emplyee cmmunicatins and encurages rich and frequent cnversatins Imprve cllabratin and increase efficiency with streamlined evlutin f business cnversatins t include multiple parties, persistent cnversatins Bst prductivity and reduce csts with quick access t business cmmunicatin features anywhere Enable emplyees t be cntacted faster and mre efficiently with a single business identity acrss multiple devices Guarantee emplyee efficiency with a full set f ntificatins (vice messages, missed calls, scheduled cnference alerts) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 55

56 Secure access t the enterprise with reverse prxy https supprt Features Maintain a single business identity, with ne phne number acrss multiple devices - desk phne, PC, tablet and smartphne Place, answer, and manage vice calls using the enterprise dialing plan Call anywhere using iphne r OpenTuch cntacts r the crprate directry View cntact presence and availability and tap t start and manage cllabrative, secure cnversatins Listen t and manage vice mail messages with Visual Vic One click t jin a cnference Private call capability Manage availability using custmizable call ruting prfiles, including name, avatar, and list f devices Mve the cnversatin between devices using Rapid Sessin Shift Manage cnversatins using the cmplete set f mid-call cntrls: cnsultatin call, hld, back & frth, transfer, ad-hc cnference, add/remve participant, leave r terminate cnference and hang up Andrid All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 56

57 iphne All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 57

58 6 System Services 6.1 A high level f availability The netwrk requirements f each client are defined by the balance between service cntinuity, netwrk needs, and cst. The resulting chice is inevitably linked t the return n investment (ROI) that can nly be defined by the client. As the system reliability and availability increase in imprtance, the requirements fr additinal hardware increase. This sectin describes sme f the available ptins and features. Cmmunicatin server redundancy (duplicatin) The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server prvides a unique and secure backup mechanism when missin critical applicatins require high resiliency. Cmmunicatin Server redundancy (duplicatin) allws a switch ver frm ne cmmunicatin server t its mirrred cmmunicatin server thrugh an IP link. In this type f cnfiguratin, tw Cmmunicatin Servers cexist in the same system. One server is active, and is the primary Cmmunicatin Server. The ther server is cnstantly in a standby watchdg mde. If the primary server fails, the standby autmatically takes ver. Nte: T avid pssible cmmunicatin server perfrmance distrtin, the CPU hardware must be identical fr bth the main and standby cmmunicatin servers. IP rack server (Cmmn hardware) and Appliance server During nrmal peratin, a plling dialg is established and maintained between the main and standby cmmunicatin servers. Interruptin f this dialg indicates t the standby machine that the main cmmunicatin server nt available. The standby cmmunicatin server then takes ver as the main cmmunicatin server. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 58

59 Primary and secndary Cmmunicatins Servers can be lcated in tw gegraphical sites and can be in different IP sub netwrks thanks t dual IP addresses. All the fllwing applicatins are able t address the dual IP addresses: Netwrk Management Center OmniVista 8770 Vice mail applicatins Alcatel-Lucent OmniTuch Cntact Center - Standard Editin slutin except CCOutbund slutin Alcatel-Lucent OmniTuch IVR (CC-IVR) XML Web Services (My Phne WS, My Messaging WS, My Management WS, My Assistant WS, IP Tuch XML Services) Nte: T avid pssible desynchrnizatin between databases, it is recmmended t secure the IP link between primary and secndary Cmmunicatin Servers. Cm server changever When the changever takes place, active calls are maintained and calls in the prcess f being set up are interrupted. The data invlved in the updates includes: Status f the different elements (including bards and terminals) Cnfiguratin infrmatin Accunting tickets (call detail recrds) CCD data Nte: A manual change ver cmmand is als available in maintenance mde. In case f ABC netwrk cnfiguratin (multiple Cmmunicatin Servers intercnnected thrugh ABC-F2 TDM r IP links), active netwrked cmmunicatins are maintained when the changever takes place. Database cnsistency The standby Cmmunicatin Server is updated cntinuusly and is ready t act as the primary server at any time. ALL data, including databases, applicatins, and cmmunicatin-handling sftware, is run in parallel n bth servers. This peratin ensures a reliable, secure switch ver frm ne server t the ther. When the standby Cmmunicatin Server is unreachable, the main Cmmunicatin Server stres fr a limited perid f time the histry f MAO (administratin) cmmands used t update is database. Tw situatins can ccur: If the standby Cmmunicatin Server becmes peratinal befre the expiratin f the strage duratin, the main Cmmunicatin Server sends MAO cmmands t the standby Cmmunicatin Server which autmatically updates its database. As a result, the tw databases becme cnsistent. If the standby Cmmunicatin Server is still unreachable after the expiratin f the strage duratin, the main Cmmunicatin Server stps string MAO cmmands and deletes them. When the standby Cmmunicatin Server becmes reachable, the tw All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 59

60 databases must be cnsistent via a database clning peratin (r master cpy peratin). Autmatic database synchrnizatin is available fr Cmmunicatin Servers lcated n CS-2 bards (Cmmn Hardware), Appliance Servers and Blade Centers. This perating mde is identical in a duble main cnfiguratin. Infrmatin handled by MAO cmmands are: Agent lgin/lgut (Alcatel-Lucent OmniTuch Cntact Center - Standard Editin) Cnfiguratin f set parameters (secret cde, language, user name, keys, etc.). This applies t digital and crdless sets Set status (in r ut f service) Interphny service Htel/Hspital applicatin data Cnfiguratin f attendant parameters (and attendant grups) Cnfiguratin f entity parameters Cnfiguratin f Call Distributin Tables (CDT) Cmmunicatin server survivability fr OpenTuch Cnversatin users The Cmmunicatin Server Duplicatin service can be deplyed in an OpenTuch cnfiguratin t imprve the reliability f system peratins. An Alcatel-Lucent Cmmunicatin Server hsted n an Appliance Server (r a CS-2 (Cmmn Hardware bard)) is used as stand-by Cmmunicatin Server. It takes ver when the OpenTuch is nt reachable r ut f service. Cmmunicatin Server Duplicatin ffers the same level f service in bth Cnnectin and Cnversatin cnfiguratin, such as: Real-time duplicatin f telephny data, prvided by the Cmmunicatin Server hsted n the OpenTuch, including traffic bservatin, accunting recrds and Cntact Center data Nte: Data relating t CCA, OmniVista 8770, Alcatel-Lucent OmniTuch Unified Cmmunicatins, and OmniTuch Fax Server are nt duplicated. Detectin f OpenTuch Server lss and switchver Cntinuity f telephny services when a switchver ccurs (e.g. established cmmunicatins are maintained), except fr: ABC cmmunicatins n hybrid lgical links (e.g. ABC link thrugh IP) Cmmunicatins with SIP devices r established via a SIP trunk grup A switchver can ccur when the OpenTuch server activity is interrupted, due fr example t a pwer failure r netwrk prblem. The dialg established between the OpenTuch server and Stand-by Cmmunicatin Server is lst, and the stand-by Cmmunicatin Server becmes the Main Cmmunicatin Server. The Stand-by Cmmunicatin Server and OpenTuch server can be lcated: In the same IP sub-netwrk. Cntinuity f telephny services is ensured, when the OpenTuch server is ut f service (e.g. pwer failure) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 60

61 In different IP sub-netwrks (spatial redundancy). Cntinuity f telephny services is ensured, when the OpenTuch server is either nt reachable (e.g. IP link failure) r ut f service Secure call prcessing with the passive cmmunicatin server The Passive Cmmunicatin Server (PCS) prvides call handling services t a media gateway r grup f media gateways if the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server is unavailable. If the IP links t the site which hsts the Cmmunicatin servers are brken r the Cmmunicatin servers are ut f service, call prcessing cntinues at a lcal level. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 61

62 PCS use in SIP envirnment: The PCS can rescue SIP phnes and SIP trunk grups (SIP trunking), prvided the SIP devices (external gateways/sip prxies, SIP phnes) can handle primary and secndary DNS server addresses (t access the main and backup Cmmunicatin Servers), and a prxy server address (t access the PCS). The Dmain Name (DN) reslutin is perfrmed with DNS A (DNS SRV is nt supprted). SIP registratins n the main Cmmunicatin Server are nt duplicated n the PCS. When the PCS becmes active (Cmmunicatin Servers are dwn), the SIP sets must register n the PCS t be in service. The Alcatel-Lucent OmniTuch 8450 Fax Sftware slutin des nt supprt backup SIP prxy. In nrmal cnditins: The Cmmunicatin servers cntrl the calls within the netwrk The IP Phnes and/r Media Gateways within a regin are defined fr the PCS Autmatic r manual synchrnizatin f the regin is carried ut n a general r individual PCS basis If Cmmunicatin Server lss ccurs: Telephny services are restarted lcally Centralized services such as vice mail are n lnger available All standalne features defined inside active call prcessing are maintained by the PCS including OmniTuch Cntact Centers. CDRs (Call Detail Recrd) are recrded in the PCS All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 62

63 When the IP link t the OmniPCX Enterprise is back IN SERVICE, the PCS switches t standby mde either after a timer r at a cnfigured time (typically the PCS is cnfigured t switch at night t avid telephne disruptin). When the PCS switches t standby mde: IP phnes and media gateway rebt and are under the OmniPCX Enterprise cntrl Accunting tickets (CDRs) are transmitted t the OmniVista 8770 The PCS is defined with the same prvisining level as the Cmmunicatin Server. It can be hsted n a Cmmn Hardware CPU, Appliance Server, r Blade Server. Nte: Because f the differences in the Database structures, IP Crystal Servers cannt be used in a PCS cnfiguratin. A PCS cannt be duplicated. Secure call prcessing fr Cnversatin users with the passive cmmunicatin server The Passive Cmmunicatin Server (r PCS) is a feature f the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server. It ffers a SIP survivability level f service fr OpenTuch Cnversatin users. In an OpenTuch cnfiguratin, the PCS prvides the cntinuity f telephny services and the Cntact Center in case f: Lss f the OpenTuch hst: If the Cmmunicatin Server Duplicatin service is nt used, the PCS secures call handling when it is deplyed n the main site fr all Media Gateways Additinal PCSs can be deplyed per Branch Offices (in ther wrds per Media Gateway) Breakdwn f IP netwrk links: WAN/LAN ut f service IP links lst between central site and Media Gateways All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 63

64 If the OpenTuch server crashes (cnfiguratin withut Cmmunicatin Server duplicatin), a phne reset takes place. After this reset, nly telephny and the Cntact Center CCD/CCS remain peratinal. The CCA, CC-IVR, OmniVista 8770 Server, Alcatel-Lucent OmniTuch Unified Cmmunicatins, XML Web Services, and OmniTuch Fax Server are n lnger available. The telephny service remains peratinal fr a perid f thirty days. It is recmmended t repair the OpenTuch server as sn as pssible. Nte: Other PCSs can be deplyed in Branch Offices (typical OmniPCX Enterprise deplyment). Backup signaling fr IP media gateways Nte 1: This feature is nly available fr Cnnectin Users. If the IP link between the cmmunicatin server and a cmmn hardware IP media gateway is lst, a backup signaling link is used t re-establish the signaling path ver the PSTN. This service is designed t ensure cntinued telephne service at remte sites. During the backup cnnectin, users can make and receive calls ver the lcal PSTN netwrk cnnectin (see the next sectin fr mre details), and VIP calls between the remte and all the ther sites can be redirected via the public netwrk. The cmmunicatin server mnitrs the links t each media gateway using a plling dialg. An interruptin f this dialg infrms the cmmunicatin server that a failure has ccurred. The cmmunicatin server then attempts t reach the remte media gateway ver the PSTN (via GD internal mdems). During this time, the remte media gateway restarts. Return t nrmal In backup mde, the media gateway peridically plls the IP netwrk. When the IP netwrk cnnectin is re-established, the media gateway switches the cmmunicatin server signaling back t the nrmal link. All calls are maintained while nrmal IP netwrk signaling is re-established. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 64

65 In additin, when the IP netwrk is unavailable, vice inter-site cmmunicatins can be established via the public netwrk. Dialed internal numbers are translated autmatically int public numbers. This mechanism can als be used when the Call Admissin Cntrl f the remte site is reached. Nte 2: Because a minimum f telephne services are ffered fr inter-site cmmunicatins, it is nt recmmended t use this private t public verflw permanently. Within the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server architecture, it is pssible t mix bth features, PCS and "Backup Signaling Link f Media Gateways", if they d nt back up the same sites. IP Tuch sets survivability Dynamic IP address allcatin f IP Tuch sets (Alcatel-Lucent 8 Series sets), lcated in remte sites, can be dne with a central DHCP server. During its first initializatin, the IP Phne stres all the IP addresses (its address, TFTP server address, default gateway address, and subnet mask address) given by the DHCP Server. When an IP Phne cannt reach a DHCP server (fr example, IP WAN netwrk utage), the IP Phne initializatin is still pssible and it can establish its telephny signaling link with the Cmmunicatin Server via the media gateway and the backup signaling link n PSTN. The signaling link between a remte IP Tuch and the Cmmunicatin Server is direct. This means that, even if the remte Media Gateway is ut f rder, the IP Tuch can cmmunicate with ther devices. Nte: Static IP addressing frm the IP phne is always available. This feature is cmpatible with the IP Tuch Security feature prviding encryptin and firmware integrity. When there is n PCS and n backup signaling link, SIP survivability may apply t Alcatel-Lucent 8 series phne Extended Editin. When the Cmmunicatin Server is nt reachable via the IP netwrk, the set perates as a SIP set via the SIP prxy. Calls are established by the SIP prxy server thrugh the PSTN. Rescued phnes must be situated in dmains where there is a ruter implementing SIP prxy features. They must have been initialized in the Alcatel-Lucent prprietary mde at least nce and sent SIP binaries and parameters t the Cmmunicatin Server. Business cntinuity f IP Tuch in case f IP failure IP Tuch can maintain an active cmmunicatin even when the cnnectin with the Cmmunicatin Server fails. The cmmunicatin is maintained until either the user r the remte party puts the phne dwn. When the Cmmunicatin Server is lst, the phne is frzen, except fr the audi management: the user can still put the ludspeaker n, mute/un-mute the cnversatin, r switch vice channels (handset, hands-free, headset). In additin, an errr message is displayed n the phne screen. After call cmpletin (hanging-up f called r calling party), the IP Tuch restarts and registers autmatically t: either a PCS (in NOE mde), r an AudiCdes SIP survival gateway (in SIP r SIP TLS mde). All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 65

66 Business cntinuity fr ut f service Digital/Analg devices T avid lsing cmmunicatin, an autmatic immediate call frwarding t a call frwarding number r assciated call verflw number is ffered when the digital r analg caller devices is ut f service. Fallback when SIP Vice Messaging is nt reachable T avid lsing cmmunicatin, the calling device rings when it is frwarded (any kind f call frwarding) t an ut f rder r unreachable SIP Vic (e.g. OT Messaging). Dual LAN attachment The servers, hsting Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server r OpenTuch packages, prvide tw Ethernet prts t prevent netwrk related prblems. If ne f these tw prts fails, traffic is autmatically ruted t the secnd prt s that there is n service interruptin. Only ne Ethernet prt is active at a given time. Dual Ethernet des nt supprt: Lad balancing Split f data stream per applicatin Dual Ethernet is nt cmpatible with encryptin. When encryptin is used, ne Ethernet prt is cnnected t the encryptin device. The ther Ethernet prt is nt used. Uninterruptible pwer supply An external UPS prvides a battery backed up supply t keep equipment perating when there is a pwer cut and effective prtectin against damaging surges. UPSs are designed fr USB cmpatibility and include pwer management sftware. As a battery pack, an external UPS may be used t prvide pwer redundancy. In case f a prlnged pwer failure, the external UPS sends an alarm t the OpenTuch server, which initiates a shutdwn f the different Virtual Machines and then the hst, crrectly. This prvides sufficient time t stp the system prperly withut risking any lss f data. Nte: Only the UPS recmmended by Alcatel- Lucent fr the OmniPCX Enterprise are supprted. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 66

67 6.2 SIP and web services SIP and OpenTuch In an OpenTuch system, SIP can be used fr mre than basic cmmunicatin applicatins. SIP features fr OpenTuch include: Multimedia Ruting applicatin cntrls: Cre Switching and handling Building rules fr a user t rute their calls t the endpints r t anther user User interactin fr setting ruting rules User Sessin Manager fr the administratin f: Multiple device wnership Sessin handver between the devices SIP Basic cmmunicatin applicatins fr basic and standard SIP endpints. These include: Make, take, clear, reject and deflect calls CLIP/CLIR Multi-endpints frking fr user centricity, Multi-lines Hld/retrieve cmmunicatin and cnsultatin calls Attendant and unattended (blind) transfer Immediate/n respnse/ n busy/ n busy r n respnse call frwarding managed by the Telephne User Interface (TUI) Callbacks fr calls n busy telephnes r unanswered calls Lck and unlck f each endpint Message Waiting Indicatr (MWI) Get and depsit message in vice mail frm internal r external calls Peer t peer vide calls between endpints that supprt audi/vide cnnectins Public SIP trunking The cmmunicatin server perfrms SIP trunk grup signaling. When the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server is cnnected t the PSTN via a SIP carrier: SIP signaling exchanges are between the Cmmunicatin Server and the SIP carrier gateway. Vice flws are exchanged between Alcatel-Lucent IP phnes r IP Media Gateway and the carrier Trunking gateway. TLS/SRTP prtcls can be deplyed t prtect SIP cmmunicatin with external/ public SIP Gateways. TLS prtects SIP signaling and the SRTP prtcl (there are tw keys: ne key is used t encrypt sent vice flw and anther key is used t encrypt received flws) prtects vice flws. This means that end-t-end encryptin, between carrier and all OmniPCX Enterprise devices (IP Phne, Media Gateway, Cmmunicatin Server, ) can be ffered. Nte: end-t-end ABC subnetwrk encryptin is nt yet pssible. The SBC is the access pint t the carrier infrastructure All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 67

68 A Sessin Brder Cntrller (SBC) is a gateway that typically resides at the bundary f an IP netwrk. This device is used t cntrl the signaling and media streams. SBCs are put int the signaling and/r media path between calling and called party. The call barring class f service, cnnectin class f service and entity are taken int accunt. Call Detail Recrds (CDR) are generated as fr legacy trunk grups, and the Call duratin mde is used fr accunting purpses. Call Admissin cntrl (CAC) is cnfigured in the Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server t cntrl the number f calls thrugh the PSTN trunking gateway and s cntrls admissible calls between SIP endpints using the IP dmain feature. CAC is used fr: SIP sets Analg sets r FAX device behind SIP gateways (declared as SIP users) Nte: CAC is nt applied t SIP vide flws. The bandwidth must be calculated t avid deteriratin in vice quality. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 68

69 6.3 OmniPCX Media Service (OXE MS) In case f IP/SIP slutin, the OmniPCX Media Service (OXE MS) is a sftware cmpnent allwing OmniPCX Enterprise (OXE) full sftware slutin deplyment, withut Hardware Media Gateway. Assciated t an OXE Sftware deplyment, Alcatel-Lucent can ffer a hardware agnstic slutin with a Green cmputing apprach. This slutin can be used in a data center deplyment apprach, aviding deplying a Hardware Gateway in this centralized Sftware area. Nte: Even in case f central sftware deplyment, a Hardware Media Gateway can be assciated in remte/branch ffice fr PSTN backup cnnectivity fr instance. OXE Media Service ffers simultaneus audi access prts (in G711/G729) fr: - Vice cdec transcding - N parties audi cnferencing - Vice Guide accesses, including Music On Hld OXE Media Services Sftware is intended t be deplyed within a VMware virtual machine. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 69

70 6.4 Attendant Services The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server and OpenTuch ffer a wide range f attendant slutins t welcme custmers: An entry level slutin cnsisting either in: An Alcatel-Lucent IP Tuch 4068 phne Extended Editin set used as an attendant set. Its cntext-sensitive sftkeys prvide a user-friendly access t attendant facilities fr efficient management f incming and utging calls. The attendant service n Alcatel-Lucent IP Tuch 4068 phne Extended Editin is fully cmpatible with: The Smart Display Mdule (up t three Smart Display Mdules with 14 keys each can be cnnected t a set) The IP Tuch security feature Display f lng names and names in nn-latin characters (UTF-8 standard) A multimedia prfessinal attendant slutin, allwing the attendant t switch between telephny applicatins and Windws applicatins at any time. The full IP slutin is prvided by ne f the fllwing Alcatel-Lucent 4059 ffers: An Alcatel-Lucent 4059 IP attendant cnsle fr the OmniPCX Enterprise Cmmunicatin Server including: An assciated Alcatel-Lucent 8/9 series set used fr vice (IP r TDM) The 4059 IP Attendant Applicatin running n a standard PC An ptinal Busy Lamp Field (BLF) applicatin, running n a standard PC An ergnmic telephny keybard with LEDs, shrtcut keys, and USB cnnectin All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 70

71 r An Alcatel-Lucent 4059 Extended Editin attendant cnsle (4059EE) fr the OmniPCX Enterprise Cmmunicatin Server and OpenTuch including: An assciated Alcatel-Lucent 8/9 series set used fr vice (IP r TDM) The 4059 Extended Editin Attendant Applicatin (with an embedded Busy Lamp Field (BLF) ptin) running n a standard PC An ergnmic telephny keybard with LEDs, shrtcut keys, and USB cnnectin r a standard PC keybard All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 71

72 Features: The Alcatel-Lucent 4059 Extended Editin Attendant Cnsle is a new design f the 4059 IP applicatin. It prvides a mdern graphical user interface and new future-prf sftware architecture. Nte 1: The fllwing descriptins apply t bth Alcatel-Lucent 4059 IP and Alcatel-Lucent 4059 EE, differences are mentined where applicable. Nte 2: The 4059 Extended Editin (4059EE) can cater fr Cnversatin users. The Alcatel-Lucent 4059 IP and the Alcatel-Lucent 4059 Extended Editin are Attendant Cnsle applicatins that run n Windws 7 and Windws 8. They are cnnected t the OmniPCX Enterprise Cmmunicatin Server thrugh the IP netwrk. The PC is nt slely dedicated t this applicatin and can handle telephne applicatins and business sftware simultaneusly. In additin, the applicatin can be cmbined with ther Alcatel-Lucent sftware such as the OmniVista 8770 and 4059 IP BLF (Busy Lamp Field), as well as ther market sftware (TAPI r nn-tapi), such as PIM, , agenda, scheduler, directry, etc. The Alcatel-Lucent 4059 EE applicatin embeds the BLF (Busy Lamp Field). Access cntrlled by a lgin prcedure, 12 keys fr basic call handling Screen setting: busy lamp field fr extensins, trunks, bundles Directries at PC level Internal/external directries, cmpany directry, multi-criteria search, etc. Autmatic screen pp-up n incming r utging calls, direct caller/called party minimessage display n screen Characteristics: Open client/server architecture Windws 7, Windws 8 cmpliant applicatin Fully cmpliant LDAP client: universal call-by-name in LDAP/ODBC databases All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 72

73 Directry pp-up: manual/autmatic, call type dependent, cntent custmizable Drag and drp autmatic dialing Imprt/exprt frm Excel t peratr persnal phne bk (OLE interface) (Alcatel- Lucent 4059IP) Imprt(4059EE)/exprt persnal phne bk frm peratr t peratr Inter-wrking with ther Windws TAPI applicatins fr utging calls Interwrking with ther Windws TAPI applicatins fr incming call (4059 IP nly) API fr incming calls mnitring (4059 EE) Nn-dedicated PC. Minimum cnfiguratin: Pentium 1.5 GHz r equivalent, 2GB RAM, 4 GB disk space, DVD-ROM drive Screen graphics minimum 1280*1024 true clr fr the Alcatel-Lucent 4059EE An Autmated Attendant (AA) The enterprise welcme service (Autmated Attendant) is an essential service t handle external (r internal) calls. It allws a caller t be guided t the crrect cmpany department r user, and it may als be used t assist attendants when there are t many simultaneus calls. In all cases, the purpse is t ensure that n call ges unattended. The flexibility f the autmated attendant system allws t define a cmplete set f rules regarding the pints f entry int the cmpany and t implement them efficiently. Autmated Attendant services can be prvided in tw different mdes: Embedded in the Alcatel-Lucent OmniPCX Enterprise slutin Via the 4645 vice mail numbers All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 73

74 Advantages: Relieves the attendant f simple and repetitive tasks Available rund-the-clck, every day f the year Offers cnstant high-quality greetings 6.5 Messaging Services Overview Alcatel-Lucent has been a wrldwide leader in vice mail systems fr enterprises since 1998, with significant experience in understanding and meeting enterprise vice mail requirements. The Alcatel-Lucent apprach is t allw each user t handle incming calls simply and efficiently, whether users are present, away frm their desk, r busy n the telephne. In additin t Autmated Attendant (welcme) services, the Alcatel-Lucent vice mail applicatins ffers natural interactive messaging. This increases the quality and efficiency f cmmunicatins between clleagues and c-wrkers within the same enterprise. Sending a message via the Alcatel- Lucent vice mail system is as easy as placing a call t anther individual. An imprtant aspect f any successful vice mail service is ease-f-use and peratin. Alcatel- Lucent has a prven track recrd f innvatin in human factr ergnmics. Frm individually cnfigured welcme services t mre sphisticated glbal enterprise Autmated Attendant (welcme) services, each call is efficiently handled by ruting callers t the crrect party, r by prviding infrmatin relevant t the call. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 74

75 As a market leader in vice mail systems, Alcatel-Lucent prvides thrugh custmer supprt fr implementing enterprise glbal vice messaging services and is available twenty-fur hurs a day, seven days a week. OpenTuch vice messaging The Open Tuch vice messaging applicatin is exclusively SIP based, which makes it flexible, easy t deply and highly scalable: it can serve a high number f users and gradually extend accrding t business needs. It is an integral part f the OpenTuch Business Editin and OpenTuch Multimedia Services slutins t prvide a legacy and unified vice messaging service fr Cnversatin and Cnnectin users. Bth the OpenTuch Business Editin and OpenTuch Multimedia Services slutins can be installed in a virtual envirnment. The scalability f OpenTuch vice messaging varies widely depending n the cmmercial package f the OpenTuch and whether it is installed n a physical server r a virtual envirnment. The currently highest pssible values are 5000 vice messaging users and 180 cncurrent calls fr message depsit and retrieval plus additinal 75 cncurrent calls fr autmated attendant services. 6.6 OmniPCX RECORD Suite The Alcatel-Lucent OmniPCX RECORD Suite ffers small and medium-sized businesses a cmplete tracking slutin fr custmer interactins thrugh unique call recrding, screen capture and caching capabilities. Flexible, simple t install and user-friendly, it seamlessly integrates int bth new and existing OpenTuch Server envirnments. Key features Mdular ffer RECORD: rich recrding facilities f inbund and utbund calls in multiple audi frmats (MP3, GSM6.10, WAV) SCREEN CAPTURE: cmplete user desktp activity capture SILENT MONITOR: remte and discrete mnitring QUALITY MONITOR: evaluatin f recrded emplyees and instant caching sessins Architecture Call recrding in SIP (declared as SIP SEPLOS), VIP, analg, digital and mixed envirnments Web-enabled architecture that makes it easy t lcate and use recrdings All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 75

76 Multiple language web interface Centralizatin f recrdings frm independent satellite sites t a central server Supprt f multi-nde envirnments High availability (Warm standby) Supprt f virtualizatin Open integratins thrugh the Applicatin Prgramming Interface (API) Cmpliance Recrds encryptin Lgin authenticatin via Radius server Cmpliance with Thales encryptin In line with Payment Cards Industry (PCI) requirements fr call recrding systems Benefits Fulfills every need with a mdular ffer made up f fur mdules (Recrd, Capture, Silent Mnitr and Quality Mnitr) Accelerates reslutin f custmer issues Minimizes risk f disputes thrugh cmplete tracking f custmer interactins Bsts custmer satisfactin and lyalty Enhances staff prductivity thanks t mnitring and caching Imprves quality assessment based n actual custmer-emplyee interactin recrdings Transparently integrates with Alcatel-Lucent Cmmunicatin Servers Minimal hardware requirement (single server) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 76

77 6.7 Fax Services Fax Services integrate seamlessly with Vice ver IP (VIP) technlgy and the T.38 fax relay capabilities f leading Alcatel-Lucent VIP gateways, thus enriching unified messaging with fax cmmunicatin in additin t and vice messaging. Key benefits Hardware-agnstic and easy t deliver thanks t a pure sftware slutin: Imprves cllabratin & prductivity: Cst savings & ROI: Prvides seamless OmniPCX Enterprise integratin and virtual machine supprt Manages large fax vlumes and delivers high levels f scalability, reliability and availability Offers dcument cmmunicatin, prcessing & strage Streamlines business wrkflw Imprves presence, cllabratin and custmer interactin, anywhere, anytime Reduces nging fax machine related csts Eliminates junk faxes, reduces printing Reduces energy cnsumptin t advance Ecsustainability initiatives Reduces single purpse fax hardware and analg circuits All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 77

78 Facilitates security & cmpliance: Rutes sensitive dcuments t designated recipients Prvides an audit trail f transactins Key features Prvides a full sftware-based slutin with Red Hat Enterprise Linux envirnment n the server Supprts SIP/T.38; n hardware bard is required Enables transmissin and receipt f faxes frm: Anywhere thrugh secure web access Any SMTP-based messaging system (advanced features thrugh user frms are available fr Micrsft Outlk messaging sftware and IBM Ntes mailbx) Any desktp applicatin thrugh a virtual fax printer Prvides access t system management frm anywhere thrugh secure web administratin Enables enhanced survivability thrugh server high availability (N+1) mechanism All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 78

79 6.8 Visual cllabratin and vide Alcatel-Lucent Vide Cnferencing The Alcatel-Lucent OpenTuch ffer includes all facets f vide cnferencing and cllabratin: Rm systems Desktp devices and sftware Unified cmmunicatins-based vide cnferencing and cllabratin Vide infrastructure NAT/firewall, multipint cnferencing, gateways, management apps Yur needs can all be satisfied by the ffer. Unified Cmmunicatins vide services ffer vide media as a primary cmpnent f visual cmmunicatins and cllabratin. The services prvided include: Peer t peer vide calling Multipint vide cnferencing, using vice-activated vide switching, native t the OpenTuch platfrm Multipint vide cnferencing, using an external vide multipint cntrl unit (MCU), which ffers cntinuus display and supprts an array f third-party vide endpints Alcatel-Lucent ffers endpints and clients that benefit frm the vide quality f the OpenTuch platfrm. End users can use the MyIC Phne and webcam, integrated systems frm LifeSize, the OpenTuch Cnversatin fr PC (OTC PC), and the OpenTuch Cnversatin fr ipad (OTC ipad). LifeSize systems and devices address the need fr enterprise grup vide cnferencing and desktp vide cnferencing. LifeSize systems can be deplyed with n integratin t the OpenTuch, r they can be deplyed in a tight and well-tested integratin where the LifeSize device is a native part f the OpenTuch call flw. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 79

80 The OTC PC and OTC ipad clients are mst suitable fr persnal use. These applicatins run n standard devices and can interperate with LifeSize systems. OpenTuch Cnversatin clients ffer advanced unified cmmunicatins features such as applicatin and desktp sharing, presentatin sharing and anntatin, presence and IM, call ruting, and cnference administrative functins. See the Alcatel-Lucent Applicatin Partner Prgram fr infrmatin n third-party vide systems supprt. Vide slutin OpenTuch Cmmunicatins can perate with ne r several media: Audi nly Audi and vide Audi and data sharing Audi, vide and data sharing There are different ways f establishing vide cmmunicatin frm the OpenTuch Cnversatin fr PC (OTC PC) client. Peer-t-peer sessin between tw endpints (e.g.: the OTC PC and MyIC phne). Peer t Peer is based n Direct RTP. The quality and perfrmance depends n netwrk cnfiguratin and vide equipment (cdec/webcam) Multiparty vide cnferencing is a cnference between three r mre participants. These participants can use the client f their chice. Within the multiparty vide cnferencing there are different types f cnferences: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 80

81 Ad Hc Scheduled Meet Me Cnferencing Ad hc cnferencing (immediate r n-the-fly) - this is an unscheduled cnference that requires n advanced preparatin. This type f cnference is initiated by: Selecting several cntacts thrugh a user interface (e.g.: frm the OTC PC) and pressing a vide call buttn. Calling additinal peple during a call r cnference. Three-party and six-party cnferences perate in the same way as Ad hc cnferences. N cnference identificatin is prvided r required. N cnference resurce is reserved. They are acquired frm a pl f resurces. If n resurces are available, the cnference is nt established. Scheduled cnferencing - this is a scheduled cnference rganized in advance, where: The date, time, duratin, and pssible reccurrence f the cnference are defined using the OTC PC, OTC ipad, r Outlk Cnference participants receive dial-in numbers and a cnference invitatin URL if Outlk is used t schedule the cnference, participants receive an Outlk Calendar appintment Meet-me cnferencing is a reservatinless cnference - this is a scheduled cnference with an expected lng duratin. The cnference rm is always pen and can cntain persistent chat cnversatins and dcuments. Scheduled and meet-me reservatinless cnferences can be passwrd prtected fr an additinal layer f security. The meet-me cnference cnsists f: Dial-in phne numbers Cnference invitatin URL (meeting URL) Fr meet-me, scheduled cnferencing, and ad-hc cnferencing with mre than three participants, the Cnferencing ptin must be purchased. There are tw main mdes f multiparty vide cnferencing: Vice-activated vide switching (selective presence) Vide mixing (cntinuus presence) Depending n vide cmmunicatin requirements, CPU prcessing requirements can differ. An external vide MCU, which is a dedicated hardware slutin, is required fr multi-party vide cnference with cntinuus presence r vide mixing. Vice-activated vide switching (selective presence) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 81

82 Selective presence means that nly ne participant is displayed at any specific time, this applies t presentatins where the speaker must be seen by all the audience members. In this cntext, vide multiparty cnference can be handled by the embedded OpenTuch sftware r an external hardware MCU slutin. Generally, with a sftware slutin: All the devices cnnected t the cnference must be running with the same vide cdec cdec cnversin is nt pssible There is n reslutin adaptatin There is n pssible framing mdificatin When the speaker changes, the new vide stream is selected and bradcast t all participants thanks t the VAD mechanism (Vice Activity Detectin). T ensure the image quality n each f the vide endpints, all the vide client must have the same cnfiguratin in terms f supprted cdecs, reslutin and framing. Vide mixing (cntinuus presence) Vide mixing (cntinuus presence) requires an integrated LifeSize UVC Multipint system. LifeSize UVC MP supprts: Cdec cnversin (transcding) Reslutin adaptatin (trans-scaling) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 82

83 Framing mdificatin (trans-rating) In additin t vide cllabratin slutins fr PCs and in partnership with majr actrs f the videcnference market, Alcatel-Lucent ffers: Full HD (1080p) videcnference facilities, t ensure ptimum cnference rm cnditins Multipint Cntrl Unit (MCU) Telepresence (HD vide n a ne-t-ne scale) ISDN cmpatibility fr external cnnectins n ISDN Firewall management fr IP external cnnectins Administratin slutins t pilt and cnfigure all the devices frm a central platfrm Recrding platfrm fr vide streaming Alcatel-Lucent Vide ffer Tw types f multipint vide are prvided by Alcatel-Lucent Enterprise ffer. The first is embedded in the OpenTuch slutin and nly supprts selective presence cnferences (vice-activated vide switching). The secnd is based n 3 rd party equipment (frm ur partner: LifeSize) t address selective and cntinuus presence cnferences. Embedded Vice-Activated Vide Switching (selective presence) The Alcatel-Lucent OpenTuch Business Editin and Alcatel-Lucent OpenTuch Multimedia Services slutin embed a vide switching capability (limited t selective presence). In additin t SD/HD audi quality mixing, this feature supprts HD vide switching where it is the active talker wh is bradcast t the participants f ad hc and scheduled cnferences. All the clients used by participants must be running in the same vide cdec (n trans-cding is perfrmed). The fllwing table indicates embedded vide switching specificatins OpenTuch Business Editin 500 users OpenTuch Business Editin 1500 users OpenTuch Multimedia Services 3000 users Maximum number f 3 party cnferences (audi, vide, data) Max Participants in 1 ad-hc cnference (audi, vide, data) Max Participants in 1 r N scheduled cnference (audi, data) Max Participants in 1 r N scheduled cnference (audi, vide, data) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 83

84 External Vide Multipint Cnferencing Unit (selective & cntinuus presence) LifeSize UVC Multipint Vide cnferences requiring cntinuus presence features are pwered by the LifeSize UVC Multipint sftware. Designed fr ultimate flexibility and scale, LifeSize UVC Multipint is a sftware-based multiparty slutin fr n-demand r scheduled vide meetings. The UVC Multipint is a multiparty vide slutin which ffers the ptin f purchasing ne prt at a time. This means that a cmpany can buy precisely what it needs tday and gradually buy mre prts, as its needs grw. Furthermre, each prt can expand its capacity: t the best adapted reslutins fr mbile devices, a 720p capacity dubles at 480p and quadruples at 360p. LifeSize ClearSea Fr Enterprise custmers wh need entry level HD vide cnferencing slutin fr desktp and mbile clients, Alcatel-Lucent suggests the standalne LifeSize ClearSea slutin. LifeSize ClearSea enables prfessinal HD vide cllabratin up t 1080p fr an immersive, truet-life experience. Pwerful cllabratin tls such as multiparty call escalatin, presence and text chat, far-end camera cntrl, data sharing, single number reach and a centralized cntact list fr easy directry dialing ensure that users can cnnect faster and easier than ever befre in Full HD LifeSize ClearSea cnnects users frm their desktps, r mbile devices f their chice, t any standards-based vide cllabratin system r infrastructure in secnds. A clustering capability ensures that large rganizatins can achieve the scale and redundancy they require t cllabrate effectively ver vide. The LifeSize ClearSea Server is available as a hardware appliance r as virtual machine sftware, prviding cmplete flexibility n deplyment. LifeSize ClearSea ffers the flexibility t cllabrate frm HD desktp client (PC and Mac) r frm mbile vide slutin (Andrid r ios smartphnes and tablets). All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 84

85 A built-in autmatic NAT/firewall traversal and embedded media encryptin prvides secure vide cllabratin inside r utside the rganizatin, withut additinal equipment r IT resurces My IC Phne The 8082 My IC Phne set is a full-featured SIP device which cnstitutes a new step in the implementatin f user needs and cmfrt. The 8082 My IC Phne set is built arund a 7 inch capacitive LED backlit tuch screen, which prvides a gd vide experience at the desk. Intuitive and ergnmic, the 8082 My IC Phne brings vide at the desk. It is as easy as launching an audi call. A USB camera (Lgitech C920) can be added n tp f the My IC Phne t prvide vide capabilities, based n H264 vide negtiatin. Thus, the OpenTuch user can start a cmmunicatin in audi and then escalate the call with vide. Multi-party vide cnversatin is als pssible. Available vide cmmands Mute vide Display/hide Picture In Picture: Area t insert yur wn vide camera view int the vide display Full Screen mde Receives SD streams (704 x 25fps) Emits in HD, by using the Lgitech C920 User service mde: Capability t arrange and psitin the camera based n the requested viewed angle. Example f vide escalatin frm the MyIC Phne: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 85

86 Vide sftware client In additin t hardware vide equipment, Alcatel-Lucent prvides its wn multimedia sftware clients which are: OpenTuch Cnversatin fr ipad OpenTuch Cnversatin fr PC The OpenTuch Cnversatin fr ipad brings a new user experience fr rich cmmunicatins usage (Vice & Vide and data sharing). All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 86

87 H.264 prfile x fps, 4:3 frmat Vide calls and multiparty cnferencing View and share presentatins Availability presence Directry lk-up Scheduling And mre The OpenTuch Cnversatin fr PC (Windws 7 and 8) ffers the fllwing: H.264 baseline prfile level 3.1 All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 87

88 1280x fps, 4:3 frmat Vide calls and multiparty cnferencing View and share presentatins cncurrent with vide display Availability presence Directry lk-up Scheduling And mre OpenTuch Cnversatin fr ipad (OTC ipad) Vide cmmands are prvided within the OpenTuch cnversatin windw: OpenTuch Cnversatin fr PC (OTC PC) The vide cmmands prvided by OTC PC are: Start/stp vide Full screen vide Picture in picture n /ff Full screen vide These vide sftware clients are supprted in the fllwing slutins: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 88

89 OpenTuch Business Editin Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server in cnjunctin with the OpenTuch Multimedia Services 6.9 Htel/hspital management Hspitality The hspitality ffer is based n OmniPCX Enterprise hardware and specific Alcatel-Lucent Hspitality Sftware. The users f the system are divided int tw different types: Administrative staff: Htel r hspital staff members need access t infrmatin such as the Guest Name and Rm Number. Other useful infrmatin such as Language Spken and VIP status can be useful t imprve the guest service levels. Guests (r patients) The salient features f the system are the simplicity f basic functins, and user-friendly ergnmics. In the Alcatel-Lucent ffer, the cmpatible telephnes are all the telephnes f the current range... Particularly fr the htel cntext, the Alcatel-Lucent OmniTuch 8082 My IC Phne is much appreciated fr its design and its ptential t custmize the display f all infrmatin and features. Its screen prvides an excellent platfrm fr the additinal services that the htel r hspital can prvide. The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server hspitality sftware is an integrated applicatin prviding a cnsistent grup f features designed t address the fllwing needs: Handling guest arrivals and departures Handling grup arrivals and departures Management f wake-up calls Management f guest vice messages Dynamic htel suite cnfiguratins (in guest-based cnfiguratin) Billing f calls (itemized and glbal) frm rms (tw currencies are available) Real-time tracking f guest telephne credit (depsit) Verificatin and tracking f rm status Management f rm service Management f waiting messages The OmniPCX Enterprise hspitality sftware can als wrk in assciatin t a hspitality prperty management system (PMS) with the Alcatel-Lucent hspitality link (AHL) t satisfy the fllwing needs: Dialing plans adaptable t the htel cnfiguratin, such as matching phne numbers t rm numbers Different and separate utging trunk grups fr the rm phnes and the administratin phnes All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 89

90 Specific guest requirements: Check-in, checkut Billing Wake-up calls Vic & Message handling, etc. Overview f available services Rm ccupancy: ccupied r vacant (autmatically updated by guest check-in/checkut and rm assignment cmmands Rm status: up t 10 pssible statuses: t clean, being cleaned, cleaned, ready (r custmizable statuses). Autmatic and manual updates are available Vice guides in up t fur languages Wake-up calls: pre-prgrammed key r prefix r set by attendant, with acknwledgement prvided by a vice guide, snze feature (fur additinal wake-up calls) D nt Disturb: pre-prgrammed key r prefix r set by attendant, acknwledgement prvided by a vice guide, incming calls ruted t the attendant (except fr wake-up calls) Set lck/unlck: prtectin against misuse, PIN requested t unlck the phne Phne bth: mnitred by the attendant and transferred t guest's bill Privacy: guest names and numbers may be masked when making internal calls Messages indicated by LED, autmatic ruting t mailbx if desired Call frwarding: t mailbx r internal/external number, immediate r delayed Greeting custmizatin All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 90

91 Multi-dispatching rm service Alcatel-Lucent cmpatibility with ther hspitality sftware The Alcatel-Lucent Hspital Link (AHL) is a cmputer link used t access the OmniPCX Enterprise, fr htel/hspital features nly, frm an external PMS cmputer. The AHL link enables the frnt ffice cmputer t incrprate telephne features in htel/hspital management. The AHL link wrks n V.24 r TCP/IP Ethernet, CTI lines. Fr each transactin, an acknwledgement is sent back by the ther system. Messages frm the Cm server Call ticket Check-in/check-ut Rm allcatin Rm status mdificatin Vice mail and wake-up facilities Guest telephne accunt Messages frm the external applicatin Check-in/check-ut Rm allcatin Assignment f vice mail facilities The Alcatel-Lucent Applicatins Partners Prgram certifies many CMS and PMS publishers. The cmplete AHL prtcl is nly available t develpers wh have a partnership cntract with Alcatel- Lucent My IC Phne hspitality package The intrductin f the Alcatel-Lucent OmniTuch 8082 My IC Phne pens new pssibilities fr cmmunicatins in htel envirnments. All the features f the hspitality ffer are available and enhanced by the intuitive interface and high-reslutin tuch screen incrprated in the 8082 My IC Phne. The telephne screen can be custmized t accentuate the cmpany services r t shw external r internal cmmercial ffers that culd be interesting fr the client. Subjects f interest culd include: The htel r hspital services Weather infrmatin All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 91

92 Lcal turism Restaurant infrmatin Shpping prpsitins... The 8082 My IC Phne set is fully cmpatible with Htel management applicatins that can handle: Custmer checkin/checkut Billing and accuntancy tasks Guest name and directry In/ut calls management Suite management Rm status Wake-up calls, D nt Disturb, call frwarding Vice mail management Dr Cam service In additin t the native Hspitality package, Alcatel-Lucent ffers a rich set f hspitality applicatins called Smart Guest Applicatins, prviding guests with advanced bedrm cntrl and cmplete persnalized htel services fr a unique experience. The architecture is based n the fllwing architecture t allw fr efficient management f the cmmunicatins system. Nte: The Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server must be in release 10 r later release. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 92

93 The basic client telephne displays icns t access any available services directly. In this way the client can be guided, which can definitely imprve guest experience. Figure 4.3: The basic htel screen example The fllwing image is an example f a htel visit t shw the qualities f the cnference rm. The administrative ptins include a set f embedded skins t instantly change the screen appearance. This is a useful and simple methd t develp an ambience, crdinated with clr schemes. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 93

94 Figure 4.5: Embedded skins fr the 8082 My IC Phne The skin may be custmized by the Business Partner fr any specific htel by using the 8082 My IC Phne Custmizer. This tl is delivered n the Enterprise Business Prtal and is presented as a WYSIWYG applicatin t mdify the appearance f the telephne display t fit with custmer graphical chart. An advanced ptin is available fr mre custmizatin, such as mdifying the psitin f buttns, creating new shrtcuts r even altering applicatin behavir (fr instance enable/disable the call transfer ptin) My IC Phne Smart Guest applicatins Smart Guest applicatins ffer guests a unique experience thanks t an unmatched set f htel applicatins, accessible frm a single device, the 8082 My IC Phne. This telephne set prvide guest access t htel services and cntrl t their rm envirnment (such as adjusting the lighting and temperature), r manage their rm status. Hspitality representatives can prmte their htel services, activities r nearby shps, thanks t a All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 94

95 custmizable presentatin service. With simple access t the relevant infrmatin, guests can easily call t enjy htel amenities. Key features Custmizable screensaver: backgrund image and guests services Htel services presentatin (restaurants, bars, spa ) with direct call buttns Presentatin f shps clse by with direct call buttn fr bking Presentatin f htel leisure r business activities Interactive clck screensaver, with direct access t main services Rm autmatin cntrls: lighting, blinds, air cnditining Privacy management (D nt Disturb status) IT administratin with cnfiguratin backup Optin: weather frecast fr the area, htel favrites r any city chsen by the guest (this feature requires a custmer subscriptin t the weather frecast prvider) Icns, skins, backgrund, mdules and thers can be custmized upn request t Alcatel- Lucent Prfessinal Services Benefits Cnvey a state-f-the-art brand image f the htel Prvide greater cnvenience and cmfrt, with quick access t the relevant services and infrmatin Gain new pprtunities fr advertising and enhance brand awareness inside the htel Increase staff efficiency and ptimize htel peratins Create new revenue pprtunities with added-value services Strengthen guest lyalty by creating a unique and satisfying experience Figure 4.7: Examples f skins fr the 8082 My IC Phne Smart Guest applicatins All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 95

96 7 Custmer Services Intrductin Tday, the telephne is the first pint f cntact and typically the preferred cmmunicatin tl between a cmpany and its custmers. Therefre, the quality f service ffered ver the phne is essential fr gd custmer relatinship and custmer retentin, which results in a marked cmpetitive advantage and business grwth. The ideal chice fr a basic cntact center is the Greeting Assistant. This is an embedded applicatin that uses the features f an Alcatel-Lucent IP Tuch 4038 (8038) Phne r an Alcatel- Lucent IP Tuch 4068 (8068) Phne t create a simple call distributin system. It ffers queuing with annuncements t receive incming calls and enables redirectin t the right persn. This slutin, easy t use and cnfigure, is ideal fr small agent/attendant teams. Since the intrductin f cntact centers, abut thirty years ag, the need fr a call center has evlved frm basic phne call handling t the management f a cmplex custmer infrmatin and interactin center supprting multiple types f media ( , chat, Scial media, Fax, SMS) access and applicatins. Depending n the desired degree f sphisticatin, a cntact center requires ne r mre f the fllwing: Pre-qualificatin by an Interactive Vice Respnse (IVR) unit fr frnt-end caller identificatin/authenticatin and call characterizatin IVR self-service, at least fr call verflw r ut f service hurs, using tuch tne and/r speech recgnitin with text t speech infrmatin updates Autmatic call distributin and multimedia distributin t a pl f agents r individually skilled agents r a sphisticated ruting strategy Ergnmic agent wrkstatins supprting multimedia handling and multimedia blending Cmputer Telephny Integratin (CTI) with the enterprise infrmatin system One r mre supervisin and administratin wrkstatins t manage traffic flw and system cnfiguratin. Integrated multimedia, real-time mnitring and histrical reprting n individual r cmbined cmpnents f the cntact center Centralized, distributed r Head-Quarter/Branch ffices IP tplgies. High availability and branch survivability r mre simple backup slutins The Alcatel-Lucent OmniTuch Standard Editin suite is the fundatin fr a wrld-class cntact center prviding the tls and functinality required fr cmpanies t implement a quality custmer rganizatin while cntrlling perating csts. Alcatel-Lucent slutins address these needs by prviding: An pen and mdular architecture based n cmputer and cmmunicatin standards: Real-time Linux kernel fr cmmunicatins servers (OmniPCX Enterprise) embedding the OTCC-SE CC. Windws perating system fr OTCC-SE CC applicatin servers (CCS Server, CCA Server & ACR Server) All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 96

97 Windws perating system fr OTCC-SE CCA clients, fr vice handling. Windws perating system fr OTCC-SE CCS clients, fr supervisin and administratin. Cmputer Supprted Telephny Applicatins (CSTA) cmmunicatin prtcl (OmniPCX Enterprise) TCP/IP with Ethernet link t the infrmatin system KVM virtualizatin layer running CC servers (CCS Server, CCA Server & ACR Server) allwing t embed all lgical CC servers n an OpenTuch Business Editin appliance server VMware ESXi virtualizatin layer running OTCC-SE CC servers (CCS Server, CCA Server & ACR Server) allwing t embed all lgical CC servers n Blade r Appliance servers. An innvative and patented call ruting and distributin algrithm Intuitive and ergnmic telephnes The Alcatel-Lucent OpenTuch Custmer Service Editins deliver a mdular slutin that unifies all tuch pints thrughut the rganizatin. Alcatel-Lucent ffers slutins fr every type f cntact center including Custmer Service, Actin Request Systems, Telemarketing, Banking Services Cntact center managers can fcus n key gals by mnitring in real time the peratins and business utcmes and taking immediate actins t imprve prductivity and results. An pen and mdular architecture based n cmputer and cmmunicatin standards: Windws perating system fr OpenTuch Custmer Service applicatin servers running multimedia handling and cmplementing the OTCC-SE slutin. Windws perating system fr the OTCS Unified Desktp client, handling vice and multimedia interactins in blending a mdel fr the Plug-In editin r native multimedia fr Prime editin. Cmputer Supprted Telephny Applicatins (CSTA) cmmunicatin prtcl (OmniPCX Enterprise) TCP/IP with Ethernet link t the infrmatin system VMware ESXi virtualizatin layer running OTCS CC servers allwing embedding all lgical CC servers n Blade r Appliance physical servers. A flexible interactin distributin lgic, based n scripts Intuitive and ergnmic telephnes Agent desktp applicatins with ut-f-the-bx r custm CRM integratins Web-based supervisin and administratin systems (Web Management Prtal) An extensive prtfli resulting frm partnerships with third party slutin prviders (Recrders fr Quality Management, Wrkfrce Management integratin) Alcatel-Lucent cntact center suite prtfli All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 97

98 The Alcatel-Lucent OmniTuch CC suite is a cmprehensive ffer. It starts with the EasyCntact: the Alcatel-Lucent Enterprise Greeting Center and can be enhanced with features cvering advanced greeting needs, prviding the ability t expand and adapt t large cmmunicatin flws. The Alcatel-Lucent OmniTuch CC suite cnsists f the fllwing cntact center slutins: The EasyCntact package slutin is designed fr greeting centers. All cmpanies want t imprve custmer service (internal r external) and ptimize call handling, but nt all cmpanies can affrd fully dedicated resurces r have the time fr precise call supervisin and traffic reprting. The EasyCntact pack is a simple, cmprehensive, and prfessinal greeting slutin, dedicated fr small grups f peple. This slutin is fully embedded in the OmniPCX Enterprise. Fr mre infrmatin, refer t the crrespnding dcumentatin, available frm the Enterprise Business Prtal and Technical Knwledge Base. The Alcatel-Lucent OmniTuch Cntact Center - Standard Editin is the ideal slutin fr needs related t vice cmmunicatins. The Alcatel-Lucent OmniTuch Cntact Center - Standard Editin can handle 5 t 2000 cnnected agents in a single OmniPCX Enterprise nde and mre fr multi OmniPCX Enterprise ndes cnfiguratin. Since the cntact center ruter and database are embedded in the OmniPCX Enterprise, the Alcatel- Lucent OmniTuch Cntact Center - Standard Editin supprts several imprtant features: High availability - with main and back up cmmunicatin servers Branch survivability with passive cmmunicatin server Shrt deplyment and fast reactins t business changes The OTCS Plug-in Editin, cmplementing the Alcatel-Lucent OmniTuch Cntact Center - Standard Editin, adds multimedia (SMS, Chat, Scial Media, SMS, Fax) interactins handling t vice handling by the OTCC-SE. The OTCS Plug-in Editin prvides integratin t the Cntact Center ec-system such as Recrders, Wrkfrce management and CRM applicatins. The OTCS Plug-In supprts High availability and survivability fr multimedia interactins An OTCS Vice prtal fr cmplex IVR strategies, including TTS and ASR technlgies as well as invlvement f ther departments f the cmpany. Native r custm business integratin with 3rd party applicatins such as Wrkfrce Management r Custmer Relatinship Management (CRM). Native r custm integratin with 3rd party recrders, prviding quality management, caching, as well as mentring thrugh recrding vice/data agent sessins. Custmizable integratin t business applicatins The OTCS Prime prvides full multimedia (Vice Inbund, Vice Outbund, SMS, Web- Chat, Web callback, Scial Media, Fax) interactins handling while vice is handled by the OTCC-SE. The OTCS Plug-in Editin prvides integratin t the Cntact Center ec-system such as Quality Management with Recrders, Wrkfrce management fr agent capacity planning and CRM applicatins t manage a business relatinship with a custmer. The OTCS Prime supprts All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 98

99 High availability and survivability - fr multimedia interactins An OTCS Vice prtal fr cmplex IVR strategies including TTS and ASR technlgies as well as invlvement f ther departments f the cmpany. Native r custm business integratin with 3rd party applicatins such as Wrkfrce Management r Custmer Relatinship Management (CRM). Native r custm integratin with 3rd party recrders prviding quality management, caching as well as mentring by recrding vice/data agent sessins. Custmizable integratin t business applicatins All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 99

100 8 Management Operatins Overview Telecm managers need flexible netwrk management tls t deal with the challenge f staying up-t-date with tday s netwrk and telecmmunicatin advances. The netwrk administratin platfrm has evlved frm a simple management tl t a pwerful applicatins suite, which mnitrs staff activity and prvides invaluable infrmatin t managers. The Alcatel-Lucent OmniVista 8770 Netwrk Management System suite is a cmprehensive set f applicatins designed t help telecm managers and administratrs in their day-t-day tasks. It can aid them in making strategic chices fr their cnverged netwrks, by cmbining reliability, assured availability, perfrmance infrmatin, access security, cnfiguratin management and telecmmunicatin cst tracking. The OmniVista 8770 prvides centralized management fr the Alcatel-Lucent OpenTuch Suite: Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server frm release 6.0, Alcatel-Lucent OpenTuch Business Editin, Multimedia Service, Enterprise and Office Clud and Message Center, Alcatel-Lucent OmniPCX Office RCE frm release 5.0. This mdular platfrm ffers a suite f management applicatins: Unified and Device Management (1) Cnfiguratin fr a system r a glbal netwrk Operatins Audit (1) Tplgy and Alarms management Multi-carrier cnslidated Call Accunting and Tracking Perfrmance mnitring LDAP Enterprise Directry (1) Scheduler Maintenance Security External applicatins launching All the applicatins can be rdered and run separately, except fr: Tplgy, which is an additinal ptin fr the Alarms Applicatin, Micrsft Active Directry integratin and User prvisining API which are additinal ptins fr Unified Management (1), SNMP prxy, which is an additinal ptin with the Alarms Applicatin (1), Scheduler, Maintenance and External applicatin launching, which are always included in the applicatin. (1) Nt available fr OmniPCX Office The OmniVista 8770's client/server scalable platfrm can handle netwrked r standalne OpenTuch Suite systems, with up t 50,000 users cnfigured n ne OmniVista 8770 server. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 100

101 Up t 100,000 users and 300 ndes can be managed with a distributed architecture (ne mdule per server). OmniVista 8770 value prpsitins: Manage and cntrl cnvergence The OmniVista 8770 prvides tracking f Vice ver IP calls, t mnitr the VIP traffic and quality, and ease the integratin f VIP int the custmer's data netwrk. Its lng-term trend reprting capability aids in planning anticipated infrastructure upgrades. The OmniVista 8770 prvides administratrs with cnfiguratin and tracking f vice and Vice ver IP traffic with a cmbined applicatins suite. LDAP directry The OmniVista 8770 includes an LDAP Directry, based n the Oracle Java System Directry Server. The Directry is autmatically synchrnized with the OmniPCX Enterprise netwrk and OpenTuch. In additin, OmniPCX Enterprise users can place a call by simply clicking n a displayed phne number. Administrative infrmatin can be added, by imprting/exprting cntact infrmatin frm ther LDAP cmpliant directries, such as Micrsft Active Directry. The Directry can be reached via any PC with an internet brwser, any wrkstatin n the LAN/WAN via the Directry client r any standard LDAP client (such as MS Outlk ). The Alcatel-Lucent Multimedia Attendant Cnsle 4059, OpenTuch and OmniTuch Unified Cmmunicatin can access the Directry. Integrated applicatin suite Thugh they can be rdered separately, OmniVista 8770 applicatins are tightly integrated tgether fr peratinal efficiency. Tw examples: Mdifying a user name in Unified Management is applied immediately t bth the Directry and Accunting applicatins Right-clicking n an item in Tplgy prvides access t the cnfiguratin r t the alarms fr the selected item Practive tl As sn as new infrmatin is generated, the OmniVista 8770 can send an , an alarm r launch an applicatin t ntify the apprpriate persn, fr practive management. Fr example, if an alarm ccurs, the infrmatin can be sent via t the netwrk manager. In the same way, accunting and perfrmance reprts can be autmatically generated in different frmats (MS Excel,.PDF, HTML, text files) and sent via t the relevant supervisrs. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 101

102 A distributed administratin access The OmniVista 8770 integrates an embedded security agent that cnfigures administratr access rights. Each administratr accesses the applicatins accrding t their rights, frm their wrkstatin, thrugh the cmpany's LAN/WAN r thrugh the cmpany's intranet via a brwser. Several applicatins can be accessed simultaneusly. Directry Because a cmpany s success depends n its peple, a crprate directry is a key success factr fr efficient internal cmmunicatin. The directry needs t be flexible, prviding assistance t every emplyee with quick and relevant infrmatin n their desktp. The directry applicatin included in the Alcatel-Lucent OmniVista 8770 Netwrk Management System is designed t address a cnverged infrastructure and prvide infrmatin t all desktps. It wrks with the main enterprise directries as part f a unified directry strategy based n the LDAP standard. The directry is als used t rganize the users fr the unified management mdule. The OmniVista 8770 cmpany directry feature is available fr the OmniPCX Enterprise and OpenTuch. The OmniVista 8770 Directry is based n the Oracle Directry Server Enterprise Editin R11, is LDAP V3 cmpliant, and prvides: Imprt and Exprt in LDIFF (LDAP Directry Interchange File Frmat) Access thrugh Alcatel-Lucent clients such as the Alcatel-Lucent multimedia Attendant Cnsle 4059, the OpenTuch and OmniTuch Unified Cmmunicatin systems Access thrugh standard LDAP V3 clients Synchrnizatin with ther Directries, including Micrsft Active Directry Access by LDAP cmmands The OmniVista 8770 directry server can be synchrnized with an external LDAP server. This prcess can be autmated thanks t a specific LDAP cnnectr. This cnnectr perfrms a regular autmatic synchrnizatin between tw LDAP surces (fields mapping, selectin f master fields between the tw surces, etc.). The OmniVista 8770 scheduler regulates this synchrnizatin t fllw a specified planning. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 102

103 The integratin with the external LDAP directry can be extended in rder t prvide the pssibility t prvisin users frm the external directry (fr instance Micrsft Active Directry). Refer t the paragraphs n User Unified management fr mre infrmatin. There is autmatic database synchrnizatin between distributed Alcatel-Lucent Enterprise servers and the OmniVista 8770 directry server. Fr example, when there is an update f a cst center r a name in the cmpany directry, it autmatically updates the cst center and the name f the user in the OmniPCX Enterprise and OpenTuch databases. The alarm license allws an update in realtime; therwise the Directry is updated during daily synchrnizatins. There is n need t manually update multiple directries, which means reduced TCO. Any terminal with a Web brwser can access the directry infrmatin via a user-friendly interface. In additin, any OmniPCX Enterprise user can place a call by clicking n the displayed phne number. Security management autmatically checks the access rights f the user, thrugh their lgin and passwrd. A first level access is available withut any lgin/passwrd. The OmniVista 8770 directry can cntain up t 200,000 entries. These entries are gruped in the cmpany directry rganizatin tree. This hierarchical structure maps the cmpany rganizatin chart. These entries can be branches f the tree (with sub levels): Cmpanies Cuntries Departments Cities They can als be leaves (end-pints): Persns Rms Grups Each entry cntains fields (fr example 93 fields per persn). The administratr selects amng the fields which nes t display in the user interface. Field names can be custmized. These fields can be telephne infrmatin, updated in real time by the OmniPCX Enterprise, the OpenTuch, as well as administrative infrmatin, such as gegraphical lcatin, department, pht, and emplyee number. T simplify the task f the administratr, each persn s entry can be autmatically created and then updated, frm the OmniPCX Enterprise / OpenTuch users infrmatin. Several internal phne numbers (Alcatel-Lucent 8/9 series, DECT set, mdem, etc.) and several external numbers (DDI/DID number, mbile phne, fax, etc.) can be assciated t the same entry. These numbers are updated in real time in the OmniVista 8770 cmpany directry. The fields in the rganizatin (e.g., Cmpany, Cuntry, Department ) can be autmatically filled in with the infrmatin frm the rganizatin tree. There are three pssible accesses t the Directry: Web directry: users can access r update the cmpany directry thrugh their brwsers. This interface prvides the "click t call" feature. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 103

104 Directry lkup: users can access the phne numbers f the directry entries when perfrming a search by name frm a MyIC Phne / Desktp/Mbile r OTC client. Directry administratin: administratrs manage the directry (and ther authrized applicatins) thrugh the OmniVista 8770 Directry Administratin, via the Java-client r a brwser. T meet the challenge f multiple users with the same name (hmnymy), the directry entry is created with an identifier made up f three fields: Name First name Free cnstructin rule, may be left blank r cntain additinal infrmatin: Extensin number (internal OmniPCX number) OmniPCX number Cst Center If a hmnymy issue is fund, the system launches an OmniVista 8770 alarm. If a user has several phnes (DECT, FAX), the administratr can manually assciate these phnes t the same directry entry. Unified User Management The OmniVista 8770 NMS Unified User Management mdule allws administratrs t prvisin OmniPCX Enterprise, OmniTuch 8400 Instant Cmmunicatin Server, OmniTuch 8440 Messaging (frm versin 6.7.1) and OpenTuch users n ne unified interface with a reduced set f parameters. It als allws the assciatin f devices and the activatin f services fr OmniPCX Enterprise and OpenTuch users. The Cmpany directry, OmniPCX Enterprise, OmniTuch 8400 Instant Cmmunicatin Server, OmniTuch 8440 Messaging (frm versin 6.7.1) and OpenTuch are autmatically updated with the user data cnfigured in the Users applicatin. The applicatin prvides features such as: Prfiles t apply t sets f users Meta prfiles definitin fr user creatin Assciatin f devices t users Creatin and assciatin f new devices t users, in ne step Mass prvisining thrugh txt/csv imprt and exprt All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 104

105 Device Management The Device management applicatin is the interface fr the cnfiguratin and deplyment f the SIP and mbile devices handled by OmniPCX Enterprise and OpenTuch ndes. Addressed devices can be SIP physical phne sets, OpenTuch Cnversatin r Cnnectin applicatins n PC, tablet, smart phnes and vide devices. The applicatin displays the available devices with all cnfiguratin parameters and firmware fr their cmmissining. Up t five different types f devices can be assciated per OpenTuch user, ne device fr OmniPCX Enterprise users. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 105

106 With the Devices applicatin, it is pssible t: Cnfigure devices (creatin, update and deletin) Assciate ne r several devices t an OpenTuch (Cnversatin) r OmniPCX Enterprise (Cnnectin) user Display infrmatin n devices Cnfigure devices Deply sftware versins n SIP devices Mass prvisin devices thrugh imprt/exprt t r frm a file (CSV frmat) Check firmware and applicatin infrmatin User Prvisining API The OmniVista 8770 User prvisining API (Applicatin Prgramming Interface) enables third party applicatins t prvisin OmniPCX Enterprise and OpenTuch (frm versin 2.0) users and devices. It can be used fr example by end-users t easily create OmniPCX Enterprise and OpenTuch users frm a management prtal thrugh cmmercial prfiles. It is an ptin f the OmniVista 8770 User Management. The available peratins are: create, read, update and delete users and assciate 8012 Deskphnes, 8082 My IC Phne and OpenTuch Cnversatin fr PC devices t Cnversatin users. It is based n Web Services (https). It is rderable as an ptin f the OmniVista 8770 (frm versin 2.0). A user prvisining API is available fr OmniPCX Enterprise users (frm versin 6.0), prvided they have n SIP device, and OpenTuch users (frm versin 2.0). The benefits f this management API fr the develpers are an unified interface fr all available versins f OmniPCX Enterprise (frm versin 6.0) and OpenTuch (frm versin 2.0), the simplicity f user creatin thrugh prfiles, the stability f the Web services acrss past and future systems versins, as this feature is based n the OmniVista 8770 server Unified management. Cnfiguratin applicatin The cnfiguratin mdule prvides centralized management f the OmniPCX Enterprise and OpenTuch. It has been designed t be flexible, user-friendly, and easily integrated int a legacy envirnment. The OmniVista 8770 cnfiguratin prvides lcal r remte management f a single Alcatel-Lucent OmniPCX Enterprise and OpenTuch r netwrked system (i.e., with multiple ndes f the OmniPCX Enterprise and OpenTuch ). The netwrk manager can quickly and easily edit, create r delete any netwrk bject in the managed netwrk. A cnfiguratin tree and a cnfiguratin table are displayed t view at a glance, navigate, and select ne r several instances. A search functin helps the netwrk manager lcate any bject r field. In additin t the OmniPCX and OpenTuch search, the OmniVista 8770 enhances the search capability because it ffers searches fr an attribute name r value within the grid result. In the cnfiguratin tree, the ndes (OmniPCX Enterprise, OmniPCX Office, ICS, OpenTuch ) are gruped in sub-netwrks and netwrks. While using the cnfiguratin applicatin, the netwrk manager can access and mdify the data in the alarms and directry applicatins by clicking n the crrespnding tab. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 106

107 Audit applicatin This applicatin prvides centralizatin and fllw-up f the recrded peratins perfrmed in the OmniPCX Enterprise netwrk. Operatins are recrded regardless f the platfrm that has been used: OmniVista 8770 Cnfiguratin, Telnet/Manager, ecnfig, etc. This is an ptin f the Cnfiguratin mdule. The OmniPCX database cntains infrmatin abut: Cmmunicatin Server CPU, versin, site and cntact infrmatin Media Gateway type and lcalizatin Bard lcalizatin within the Media gateway and Serial Number Telephne devices by site fr UA/analg lines r IP address and serial number Nte: the serial number has t be filled manually if the device is nt an IP Tuch The OmniVista 8770 synchrnizes all the infrmatin items, stres them in its LDAP database, and displays them in the Cnfiguratin applicatin. The data can then be used by the ther OmniVista 8770 applicatins. The data can als be cnsulted by an LDAP client r via the cnfiguratin applicatin with n need t cnnect t the Alcatel-Lucent OmniPCX Enterprise. The field labels can be custmized if required by the administratr. The Alcatel-Lucent OmniPCX Enterprise inventry stred in the LDAP database has six additinal data fields. The administratr can change the names f these additinal fields accrding t cmpany needs. The additinal data fields are: Misc1 Misc2 Misc3 Misc4 Misc5 Site Address. The Audit applicatin is embedded in the Cnfiguratin mdule. It enhances OmniPCX Enterprise security: In case f a security threat, specific analysis prvides infrmatin n the peratins perfrmed during a given time range Fr Service Level Agreement, distributin f mnthly reprts prvides the list f the peratins made fr this custmer r department by the administratrs in charge The Audit applicatin is a supervisin tl used t recrd and manage: MAO bject cnfiguratins (als named Operatins) perfrmed n an OmniPCX Enterprise and OpenTuch. The OmniVista 8770 prvides centralizatin and fllw-up f the recrded peratins perfrmed in the OmniPCX Enterprise netwrk. The cnfiguratin peratins are recrded regardless f the tl used t perfrm them: OmniVista 8770 Telnet/Manager ecnfig, etc. System peratins perfrmed n an OmniPCX Enterprise. It prvides the histry f the Telnet sessins pened and the detail f the cmmands entered Lgin/lgut peratins n OmniVista 8770 clients Accesses t the OmniVista 8770 client applicatins, such as Accunting and Reprts Audit Grid and Tree Structure All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 107

108 A summary f all the peratins and details f an peratin are displayed in the audit grid. Filters per nde, n a time range, n an bject, n the user id (if security access activated n the OmniPCX Enterprise), n an actin, etc. are available fr display and editin. The OmniPCX Enterprise ndes are displayed in a tree by sub-netwrks and netwrks. Rightclicking directly launches the nde cnfiguratin. Statistics n Audit Infrmatin The statistics n the Operatins audit prvide a fllw-up f the cnfiguratin actins perfrmed in the OmniPCX Enterprises. These statistics are available with the Audit ptin (n accunting r perfrmance license is needed). Filters can be applied n a sub-netwrk, a nde, an bject, a user id, n the actin perfrmed, and n ther criteria. Operatins audit There are three predefined reprts delivered with the OmniVista 8770 available in the Reprter, in the Audit flder: Ttal reprts: hurly and daily synthesis f peratins, prvides cunters by peratin types (Create, Delete, Update, Actin) Detailed reprt: each peratin is detailed (date/hur, actin perfrmed, bject name, server name, user name, etc.) In additin, administratrs can create their wn audit reprts by mdifying existing nes r creating them frm scratch. Example f hurly peratin synthesis: Infrmatin abut lgs The OmniPCX Enterprise generates its lg file autmatically (n cnfiguratin is required). Hwever, lg retrieval frm the OmniVista 8770 requires activating the audit prcess n the entire system and fr each OmniPCX. The audit graphical applicatin and the audit reprt prvide predefined filters t access specific lgs. In additin, the cnsle access t the Alcatel-Lucent All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 108

109 OmniPCX Enterprise prvides advanced maintenance cmmands fr debugging purpses (such as traces f a prcess r traces specific t ne cmpnent). Using the OmniVista 8770 Audit applicatin, the administratr can check any change that was made in the OmniPCX Enterprise cnfiguratin. The grid view presents a summary f all the mdificatins: Server r tl used t perfrm the change; the server can be: An OmniVista 8770 server An applicatin such as the Instant Cmmunicatin Service The manager applicatin embedded in the OmniPCX Enterprise Lgin f the user wh has perfrmed the changes Date f the mdificatin Actin perfrmed: add, update, delete Type f bject mdified: subscriber, prgrammable key Anther Alcatel-Lucent OmniPCX Enterprise bradcasting its internal changes Frm the grid, the administratr can display the detail view with the new applied values. Syslg files With the security-by-default mechanism, the SYSLOG file is enabled n the Cmmunicatin Server and registers all netwrk events as part f the prcess t prevent security issues. A recrd f every event that invlves the kernel, the netwrk interface, the lgin, and ther cmpnents seen by the Linux system is distributed. These recrds are categrized by rigin and severity and stred in files (directry: /var/lg (ex: messages, secure, auth.lg, etc.). The SYSLOG file keeps recrds r lgs that cncern: Cnnectins (wh cnnected, and at what time) The Kernel and registratin f the daemns used n devices Unauthrized attempts t enter the system Histry f system cmmands used Lg files are dynamic and can vary widely in resurce utilizatin. T avid cngestin n the disk caused by these files, an autmatic mechanism rtates lg files. They are cmpressed and renamed by this mechanism. The rtatinal schedule is weekly and/r when the file exceeds 500 Kb (befre cmpressin). In cncept, SYSLOG is a straightfrward tl used t send small textual messages (usually less than 1024 bytes) t a lgging server via UDP and/r TCP. In the mst cmmn cnfiguratins, SYSLOG messages are sent acrss a netwrk in clear text, but ptins d exist t use SSL/TLS services t transprt SYSLOG messages in encrypted frm. Launching external applicatins External applicatins (an exe file r a brwser) can be launched in a separate windw frm the client. Access t these applicatins is cntrlled by the OmniVista 8770 security agent. Maintenance All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 109

110 The Maintenance applicatin prvides: Immediate r scheduled backup fr ne r fr a set f OmniPCX Enterprise and OpenTuch. Immediate r scheduled sftware update fr ne r fr a set f OmniPCX Enterprises. Tls fr the OmniVista 8770 server: Immediate r scheduled database backup, defragmentatin, rebt are prvided in the 8770 maintenance. A minimum bandwidth between the OmniVista 8770 server and the remte systems is necessary fr netwrk maintenance peratins. Alarms applicatin The Alarms applicatin centralizes the alarms and events cming frm the OmniPCX Enterprise and the OpenTuch, as well as the internal faults detected n the OmniVista 8770 server, and the Perfrmance threshld crssing, when this mdule is activated. The alarms may result frm a call, an envirnment, an equipment prblem, r a prcessing failure. If the Perfrmance ptin is activated, alarm threshlds crssing in the OmniPCX Enterprise vice ver IP quality are als cnslidated. The events can be the creatin, the deletin, mdificatin f an bject such as a user r an extensin, a change in the value f an attribute, r a security breach. The events are available fr the OmniPCX Enterprise. Relevant events are handled by the OmniVista 8770 server t update its inventry and its internal applicatin, but all OmniPCX Enterprise cnfiguratin changes are handled by the audit applicatin. These alarms and events are displayed in real time, accrding t filters and are prcessed by the alarms applicatin accrding t the needs f the telecm manager. The alarms are displayed fllwing the ISO mdel, using specific clrs related t the severity level. By default 1,000 alarms and events are displayed, and the 5,000 mst recent alarms and events are stred in the OmniVista 8770 database. Filters and details allw the netwrk manager t lk fr specific items in the list. The administratrs can manage the alarms: delete an alarm, clear it r acknwledge it. Alarms and events lists and details can be printed, in rder fr the netwrk manager t archive histrical data. Statistics n alarms are als available in the reprt applicatin. When an alarm ccurs, a sund can be played, an autmated can be sent, r a script can be prcessed, thus prviding pr-active management. Right clicking n the alarm r the event directly launches the cnfiguratin f the crrespnding bject. The alarms and events autmatic deletin can be set up (by default: 45 days and 10,000 alarms and/r events). The cmbinatin f the OmniVista 8770 tplgy and the alarm applicatin empwers the netwrk manager t reduce trubleshting time and be mre practive. Tplgy All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 110

111 Tplgy maps prvide a lgical view f the netwrks, sub-netwrks, ndes (OmniPCX Enterprise, OmniPCX Office and OpenTuch ) and the OmniVista 8770 applicatin as well as the lgical links t the OmniPCX Enterprise. They are updated in real time with the alarms, using the clr cde fr severity. Only crrelated alarms (alarms having a beginning and an end) are used t update tplgy. The tplgy applicatin is an ptin in alarms. Enhanced mechanisms have been implemented such as aut-discvery f the ABC links between OmniPCX Enterprises, and autmatic display f the sub-netwrks and ndes existing in the cnfiguratin. If a prblem ccurs, the manager clicks n the bject and accesses the faulty item. The display prvides everything frm an verall view t a clse-up display f the faulty element. The netwrk manager benefits frm a glbal view f the netwrk, updated in real time, and can still drill dwn n a nde, a cmpnent, etc. If a parameter needs changing, the telecm manager right-clicks n the bject t launch the cnfiguratin fr this bject, r access the crrespnding alarms. Telnet can als be started fr a direct access t the OmniPCX Enterprise and OpenTuch embedded maintenance tls. The tplgy maps can be custmized t display gegraphical aspects r a dmain. Netwrk managers can custmize backgrund maps, and create their wn tplgy views by selecting the netwrks, sub-netwrks and ndes amng the existing ne, r by creating new bjects. Frm the OmniVista , a filter has been added t the Tplgy t display nly selected alarms. Fr the OpenTuch (frm versin 2.0), alarms are displayed by service, t infrm the administratr in real-time f the status f the different features f the OpenTuch : Cmmunicatin, Cnferencing, Messaging, etc. Sme services, fr instance, Cmmunicatin, have sub levels (Ruting and Telephny), t specify which features are cncerned. Fr the OpenTuch Message Center (OTMC) 2.0, the High Availability (HA) is autmatically displayed in the standard Tplgy view. Belw the OpenTuch instance level, the tw redundant servers are displayed with their respective alarms. The static default rle is displayed: primary r backup. It is pssible t d a manual switchver frm ne server t the ther by right-clicking n the icn f ne the tw servers, which launches a cnnectin t the system. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 111

112 Accunting Decreasing telecmmunicatin csts and prviding better service t custmers are cnstant cncerns f any cmpany. This is just as true fr telephne usage as fr any ther expense: telephne csts must be cntrlled and efficiency measured. The OmniVista 8770 ffers all cmpanies, perating n ne r several sites, a tl t analyze their telecmmunicatin csts as well as the quality f their telephne service. The OmniVista 8770 autmatically retrieves charging infrmatin frm all f a cmpany s sites equipped with ne r mre f the OmniPCX Enterprise, the OmniPCX Office and the OpenTuch, whether netwrked r nt. Telephne csts can be cnslidated by means f cmprehensive reprts. The OmniVista 8770 is equipped with a relatinal database in which infrmatin can be searched, srted, analyzed, presented and exprted accrding t selected criteria. This database cntains the rganizatinal map, the reprt definitins, the CDRs (Call Detail Recrds), the perfrmance cunters, the carriers cde bk and the alarms and events. The database can be saved and restred. Csts can be cntrlled in a multi-peratr envirnment. Simulatin features help t make the best chice. Detailed and summary reprts as well as hit lists are available. Mst typical reprts are predefined and pre-installed t ease the task f the accunting manager. They can be autmatically and peridically generated, exprted and sent by . Many different frmats are available, such as Excel, PDF, txt and HTML. This pwerful and secure tl cmmunicates with OmniPCX and OpenTuch systems using standard prtcls, enabling large amunts f infrmatin t be prcessed quickly: the maximum number f CDRs handled per day is 500,000. The maximum number f CDRs stred in the database is 30 millin. Any number f CDRs beynd this amunt must be archived. The use f passwrds and partial cncealment f dialed numbers ensures cnfidentiality. Call mnitring prvides the supervisin f Telecm expenses and can autmatically send an when these expenses exceed a specified threshld. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 112

113 The main parts f the OmniVista 8770 accunting administratin are: Organizatin map: the rganizatin map is a tree displaying the financial rganizatin f the cmpany. Csts are dispatched and reprts are generated accrding t cst centers and rganizatinal levels f the tree. Histrical infrmatin is recrded, s that the administratr can see the changes that ccurred within the rganizatin f the cmpany. The accunting tree represents the past and present accunting rganizatin f the cmpany. Accunting management allws the administratrs t manage the carriers fees, t apply specific csts and ensure cnfidentiality. Advanced features such as cmparisn and simulatin f carrier fees prvide reprts n what wuld have been the telephne csts with anther carrier, n selected directins. In the OmniVista 8770, different carrier fees can be set up by trunk grups. Mnitring (tracking): The ptin Tracking/Mnitring prvides a graphical view called Tracking status and a ntificatin by r alarms in case f a threshld crssing. In additin, the accunting applicatin prvides predefined r custmized reprts n Mnitring, r threshld crssing, using cumulative cunters. Reprter tl: The main functin f the accunting applicatin is t prduce reprts n telecmmunicatin csts, accrding t the parameters prvided in accunting management and t the infrmatin prvided by the OmniPCX Enterprise in the CDRs generated after each call. Using the Reprter, the user can generate predefined r custmized accunting reprts. The Reprter is als used t manage reprts n Perfrmance and Alarms. Traffic analysis As yur rganizatin grws, yur cmmunicatin system needs t be permanently mnitred: Is yur n-site infrastructure (DECT/PWT) well designed? Des yur installatin have enugh bandwidth t handle the verall traffic t carrier netwrks? D yur attendants answer calls fast enugh? Managers expect that their Netwrk Management System can ptimize capacity, ensure the quality f the netwrk, supprt a wireless DECT/PWT infrastructure and save telecmmunicatins csts. Here are sme examples f infrmatin prvided by Traffic analysis: Measurement f respnse time Statistics n the line-ccupancy rati fr incming calls Reprts n attendant and user traffic Occupancy rates f the different internal and external links Average time spent waiting fr an attendant Base statin traffic analysis fr capacity cntrl f cells This infrmatin is prvided thrugh predefined r custmized reprts. The OmniVista 8770 allws netwrk managers t schedule reprts and then receive them by autmated , as well as access them frm anywhere n the intranet. This applicatin is nly available fr the OmniPCX Enterprise. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 113

114 Vice ver IP Perfrmance T achieve a level f visibility that VIP deplyments require, it is necessary t mnitr bth audi and signaling quality perfrmance indicatrs that impact call quality befre, during, and after a VIP deplyment. Analysis technlgy must be able t capture VIP PBX generated perfrmance statistics. It must cllect, measure, analyze and crrelate results frm IP-PBX VIP call detail recrds. The OmniVista 8770 Perfrmance mnitring applicatin can measure VIP perfrmance indicatrs within a netwrk carrying VIP traffic t baseline perfrmance and alarm n prblems. The OmniVista 8770 Vice ver IP Perfrmance mnitring applicatin prvides the critical infrmatin necessary t plan a VIP deplyment, t pre-empt pst deplyment prblems and t ptimize resurces t maximize return n the Vice ver IP netwrk investments (ROI). The tl prvides visibility int gegraphically dispersed, multi-technlgy cnverged OmniPCX netwrks. It enables IT and VIP managers t mnitr, analyze, manage and predict OmniPCX perfrmance frm a single centralized lcatin. The Vice ver IP Perfrmance ptin is available fr OmniPCX Enterprise frm 8.0, and OmniVista 8770 frm 2.5. The Vice ver IP Perfrmance ptin is available fr OmniPCX Office frm 5.0, and OmniVista The same VIP reprts as OmniPCX Enterprise are available. VIP Perfrmance is an ptin f the OmniVista 8770 Perfrmance applicatin. The OmniPCX Enterprise cnsists f variety f cmpnents, each f which prduces data related t perfrmance mnitring: VIP equipment, which are als referred t as cuplers (INT-IP fr 4400 racks, GA/GD fr MG, IP vice mails 4645) IP-Phnes which may be either sftware running n a PC as IP desktp sftphne, r a VIP capable telephne set as the 8 Series (sme previus generatin sets are als supprted as 4035 IP, 4020 IP, 4010 IP and IP Sftphnes 4980) Fr the custmers equipped with the IP encryptin slutin Server and Media Security Mdules (SSM/MSM), infrmatin encrypted/nt encrypted is available in the VIP CDRs. Fur predefined VIP reprts n encryptin are included in OmniVista 8770 VIP Perfrmance. These statistics prvide infrmatin n the encryptin rati fr a device, an IP dmain, and detailed reprts n cmmunicatin encrypted r nt. This sectin will prvide the fllwing infrmatin: Data cllectin and alarming fr data available frm the OmniPCX Enterprise and Office, Bulk data cllectin f VIP statistics tickets t prvide per-call perfrmance data Perfrmance features that supprt analysis f VIP perfrmance fr the OmniPCX data, including Netwrk Threshlding and Alarming capabilities assciated t VIP mnitring, Reprting n perfrmance, including predefined reprts that include data frm the OmniPCX Enterprise and Office. Reprter tl The Reprter applicatin includes pwerful tls t create, mdify and delete reprts and reprt definitins. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 114

115 The Reprter is used fr the Accunting, Traffic analysis, Audit and Alarms applicatins, and VIP Perfrmance fr the OmniPCX Office and Enterprise. Predefined reprt definitins (e.g. Accunting: detailed reprt per extensin) are delivered within the OmniVista Custmized reprt definitins can be made frm predefined reprts (e.g., Detailed reprt per extensin fr the Cmmercial Department n calls > $100) r newly created. Reprts can be generated using reprt definitins, and then exprted t different frmats: Excel, PDF, txt, HTML, r sent by . The reprt generatin, exprt and ntificatin by can be scheduled autmatically by the OmniVista Dynamic filters can be defined in a reprt definitin t limit the scpe when generating reprts (fr a specific perid, fr a specific nde in the netwrk, etc.). Accunting and VIP Ticket cllectr The OmniVista 8770 prvides an interface Ticket cllectr t exprt the OmniPCX and OpenTuch Accunting CDRs fr an external applicatin (billing applicatin, etc.). The Ticket Cllectr SDK and dcumentatin are available fr the registered partners n the Alcatel-Lucent Applicatin Partner Prgram. A Ticket Cllectr license can be rdered frm the OmniVista 8770 applicatin in ACTIS. The Ticket Cllectr allws the exprt t varius files, stred in a lcal r external directry in the PBXs frmat. The VIP CDR Ticket Cllectr feature is the same as the Ticket Cllectr, except that instead f, r in additin t Accunting CDRs, VIP CDRs are cllected fr OmniPCX Enterprise. VIP Statistics recrds cntain varius data items (cdec used, jitter impact, packet lss, delay...) designed t identify the causes f ptential prblems with IP devices cnnected t an OmniPCX that culd result in a bad Quality f Service (QS). The data cllected can be exprted t third party applicatins t prvide Statistics recrds fr analysis. Integratin int standard management platfrms Standard management platfrms prvide slutins t manage multi-vendr hetergeneus IP netwrks. The integratin f the OpenTuch Suite with leading standard Netwrk Management Platfrms prvides a slutin t manage a Vice and Data, cnverged Enterprise Netwrk. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 115

116 9 Security 9.1 Glbal security view In additin t emplyee mbility, securing cmmunicatins fr all vice and data applicatins is the key t supprting new business mdels. The aim is t establish a trusted dynamic enterprise that cmpetes effectively in tday s business envirnment. Security must becme a psitive enabler t drive business perfrmance. T achieve this bjective, enterprises must have a crprate-wide strategy a security blueprint which allws the enterprise t be pen fr business in a trusted envirnment. This requires a shift t a user-centric apprach t security, delivered frm within the netwrk t prtect netwrks, peple, prcesses and knwledge. The user-centric security blueprint A user-centric security blueprint can enable a pwerful shift t a trusted, dynamic enterprise, while the same time, managing risks, prtecting private data, and maintaining cmpliance. With a security blueprint, enterprises satisfy the demands f emplyees, business partners, and custmers fr always-n, always available vice and data applicatins, which can be accessed frm anywhere and at any time. The blueprint delivers enterprise security frm within the netwrk and prtects netwrks, peple, prcesses and knwledge. When abiding by the blueprint, the enterprise benefits frm: A netwrk that is user-aware and prvides security fr vice, data and mbility, and ensures cmpliance with plicy enfrcement and audit Peple securely cllabrating acrss rganizatinal bundaries, leveraging business-tbusiness relatinships, Web 2.0, and clud cmputing withut security-impsed prductivity barriers Prcesses that are agile, autmated and always secured Knwledge in the frm f prtected private data, as well as secured knwledge sharing The user-centric security blueprint prescribes a glbal, crprate-wide security infrastructure that prvides a cnsistent and crprate-wide applicatin f security. Applying the security blueprint Securing the infrmatin system cre and cnsequently securing the slutin and the netwrk implies handling security against ptential vulnerabilities at every level. Based n this apprach, Alcatel-Lucent integrates security at each f the different levels in the fllwing mdel. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 116

117 Defense in depth is an infrmatin assurance (IA) cncept in which multiple layers f security cntrls (defenses) are placed thrughut an infrmatin technlgy (IT) system. The intent is t prvide redundancy in the event f a security cntrl failure r vulnerability. This can reduce all aspects f persnnel, prcedural, technical and physical security, during the system's life cycle. Security is nt just a functin that is implemented at a specific level. Efficient security means taking all the different levels int accunt in rder t address multiple types f ptential vulnerabilities. Security must be glbal and has t adapt t envirnment cnstraints. This apprach is used in the OpenTuch security plicy, where the guiding principles prvide custmers with cmmunicatin slutins that are secure. The vendr s factry flr must stay secure during all prcessing steps and milestnes. Prduct develpment rules define: Security in Design, Security by Default, and Security in Deplyment. Security in Design: In the OpenTuch cntext, the target f security in design is t avid flaws in prducts as early as pssible in the develpment prcess. Develpers are trained t avid the prgramming interfaces knwn t lead t security vulnerabilities 99% f the time Security by Default: In the OpenTuch cntext, security features are enabled t prtect prducts cming ut f the factry, during the installatin phase. Security in Deplyment: OpenTuch prducts, nce deplyed, must stay secure ver time, despite an ever evlving threat cntext. A gd layering apprach is t have a security cntrl that prevents an attack, backed up with a mechanism t detect any ptentially successful attack and alert administratrs. Where security needs are strng, a third layer can be added t mitigate the impact f a successful attack. Perimeter security All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 117

118 Chsing a perimeter security slutin usually implies different chices accrding t the varius types f enterprises. It is greatly dependent n security strategy. If an enterprise prefers t fllw a best-f-breed apprach t threat management, separate slutins are required fr firewall/vpn, antivirus, anti-malware and web filtering. If an integrated apprach t threat management is preferred, a unified threat management and firewall slutin is attractive. If an enterprise has many independent branch ffices, an integrated slutin which includes ruting functinality, referred t as a security ruter, is an apprach t be cnsidered. In tday s netwrk, a web applicatin firewall is a must t prtect web servers and web-facing applicatins. One verall cnsideratin in cntrlling security peratins csts is scalability and manageability f the perimeter slutin chsen, especially fr enterprises with many lcatins t prtect. Prtecting a cmpany at the perimeter with a firewall is a gd practice, but nt enugh fr gd security practice. Adding an intrusin detectin system (IDS) inside the perimeter prtected by the firewall will at least alert administratrs when an attack frm the Internet has successfully circumvented the firewall (r came frm inside the LAN). Netwrk access cntrl Netwrk access cntrl can be achieved by lking at several categries f slutins. Starting with IP address management that ffers the ability t prvide an address t devices cnnected t the netwrk, fllwed by hst integrity check slutins that ensure that it is safe t allw a device n the netwrk, ending with rle-based access cntrl slutins. Authenticatin (802.1x) at the netwrk level is recmmended t avid unauthrized accesses t the LAN x is the IEEE standard fr prt-based Netwrk Access Cntrl fr authenticatin f devices attached t a LAN prt. It is used fr certain clsed wireless access pints, and is based n the EAP, Extensible Authenticatin Prtcl (RFC 2284). All Alcatel-Lucent deskphnes implement the supplicant part f 802.1x prtcls and supprt EAP-MD5 and EAP-TLS authenticatin prtcls. Hst integrity check slutins will determine if a device is cnfigured in accrdance with enterprise plicy and ensure that it cntains n malware befre the device is allwed nt the netwrk. It is a must All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 118

119 in any wireless envirnment, where users cnnect devices t the netwrk at will. Enterprises that have a stringent need t prtect certain servers and applicatins, r are in highly regulated industries, shuld cnsider rle-based access cntrl slutins t prvide the required cntrls with audit. These slutins can be deplyed withut having t re-cnfigure netwrks n a physical level t achieve security requirements. Identity management Identity management is essential t user-centric security and starts with an enterprise-wide passwrd management platfrm and directry server farm. Many rganizatins tday will cnsider the mve t sme frm f strng authenticatin, based n certificates, cupled with tw factridentificatins f end users and devices. Prviding a rich set f interface and cntrl pints t the vice and data fabric f the enterprise is ne f the key t the deplyment f an Authenticatin, Authrizatin and Accunting (AAA) infrastructure. Of curse, an enterprise-wide single sign-n capability is als imprtant t prvide an internal secured envirnment that des nt hinder wrk ptentials. With the mve t Web 2.0 and clud cmputing, the additin f a federated identity management capability may be necessary. Applicatin security The deplyment f new applicatins such as VIP, the adptin f new business mdels, leveraging Web 2.0 and the Clud, as well as new cmpliance regulatins create the need fr security slutins t prtect user activity, with an understanding fr the applicatin being used by the end user. With the deplyment f VIP, it is imprtant that the existing enterprise security can ensure that the new virtualized perimeter us defended, and pssibly that encryptin requirements fr VIP are met. In the case f Web 2.0 and the Clud, slutins that secure individual Web services and can act as a trusted intermediary with the Clud are becming crucial t prtect enterprises. The implemented slutins must ensure that enterprises are cmpliant with regulatins in the prcessing f mnetary transactins and must cntrl the cst f being cmpliant. Mbile security All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 119

120 Many enterprises increasingly see their emplyees spending many f their wrking hurs utside enterprise premises, using mbile cmputing devices such as laptps. Slutins fr securing mbile laptps must address the cncern f private infrmatin, and the risk f this infrmatin being lst r stlen. Such slutins must als address the need fr the cnfiguratin f laptps at any time.. Security management Security management requires a number f platfrm chices, cvering perfrmance and event management, patch management, vulnerability detectin and cmpliance management. Slutins deplyed fr perfrmance and event management must be prvide capabilities fr glbal enterprises, t cllect a rich set f data frm the vice and data fabric, and prvide a rbust event respnse and escalatin engine. Slutins fr patch management must integrate with enterprise platfrms that manage mbility. 9.2 OpenTuch Sessin Brder Cntrller Intrductin The OpenTuch SBC (Sessin Brder Cntrller) enables OpenTuch multimedia cnversatins t securely traverse the enterprise IP brder, while cntrlling quality and ensuring interperability. The OpenTuch SBC enables seamless cnnectivity t SIP trunking prviders and deplyment f OpenTuch clients n the internet, utside the enterprise firewall. The OpenTuch SBC is a sftware-nly slutin, running n a standard server, aviding the csts assciated with dedicated hardware (lgistics, inventry), while prviding high scalability and high availability. The OpenTuch SBC can als be virtualized t integrate int different envirnments and platfrms(vmware). The SBC can als be used with the Alcatel-Lucent OmniPCX Enterprise system. Aimed at mid-size t large-size enterprise custmers, the OpenTuch SBC maximum capacity is 4,000 SIP sessins, but its typical capacity is frm a few tens t a few hundreds f sessins. T remve dependency frm a specific HP platfrm in rder t address smaller capacities, the OTSBC can run n a VM ware Hypervisr (up t 250 sessins). The SBC is an OEM prduct develped by AudiCdes, referred t as the Mediant Sftware E-SBC. The SBC benefits frm the rich capabilities f AudiCdes E-SBC prduct series. AudiCdes E-SBC is already used fr SIP interperability between the Alcatel Lucent Enterprise OmniPCX Enterprise and Micrsft Exchange and Lync Server All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 120

121 Features/Benefits FEATURES: Enterprise perimeter defense against SIP denial f service, fraud and eavesdrpping Certified with SIP service prviders Addresses the cmmunicatin security requirements f mid-size and large enterprises Enables SIP prtcl adaptatins fr interperability Prvides secure SIP/media cnnectivity and NAT traversal fr OpenTuch vice and vide cllabrative cnversatins ver the internet Acts as a secure sftphne prxy fr enterprises that need a demarcatin pint between a segregated vice netwrk and sftphnes that are in an all-purpse data netwrk Prvides business cntinuity ver redundant servers, with SIP and media sessin preservatin Runs n a cmmercial ff-the-shelf (COTS) server and virtualizatin layer Prvides easy-t-use web-based management BENEFITS: Prvides security between the enterprise and SIP trunking prviders Cmplements the enterprise firewall with dedicated prtectin against SIP-based attacks Simplifies interperability with varius flavrs f SIP trunking Enables cst-effective and secure cnversatins with OpenTuch remte wrkers ver the internet Slves SIP and media traversal f Netwrk Address Translatin (NAT) devices Prvides an easy-t-manage central demarcatin pint between sftphnes n an untrusted netwrk and the cmmunicatins netwrk Mnitrs vice quality fr Service Level Agreements (SLA) Imprves the TCO with a high-perfrmance slutin running n a COTS server and virtualizatin layer 9.3 IP Tuch security The security f vice ver IP cmmunicatins is generally cnsidered less secure than in a TDM (Time Divisin Multiplexing) envirnment. Vice flws ver a shared netwrk are susceptible f being intercepted and listened t by anybdy with access t the LAN, with the help f "freeware" tls. A package f measures at the infrastructure level f the netwrk allws the essential limitatin f interceptin risks (switched LAN envirnment, VLAN vice segmentatin, management f ACLs between VLANS, prtectin against ARP spfing r flding), but the nly way f being certain that vice flws are well prtected is end-t-end encryptin: even if they are intercepted, cmmunicatins will prve inaudible. This allws a level f cnfidentiality superir t that fund in a TDM envirnment (withut special equipment). All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 121

122 In rder t have a sustainable encryptin slutin, it is equally necessary t secure the phases preceding the establishment f vice flws. T this end, encryptin and the integrity f the signal between the cmmunicatin server and IP telephnes/media Gateways must be established. The authenticatin f the different elements cmprising the IP telephny slutin must be a prerequisite t the establishment f secure cmmunicatins. If nt, there is a risk f a certain number f attacks f a "man in the middle" type, which puts the cnfidentiality f the message in danger thrugh the interceptin f private infrmatin. The initializatin f IP terminals must be secure in rder t avid a binary (dwnladed frm a rgue server) being executed n the set. T this end, IP phnes initialize in a secure way by validating the signature f dwnladed files. Alcatel-Lucent has a partnership with Thales, a majr security player in the dmain f Defense and Enterprises. This partnership in its endeavr t prvide clients with vital reliable security slutins has prduced a high perfrmance encryptin slutin respnding t the demands f vice cmmunicatins: real time (delay and cmmutatin time) and a high level f security. The slutin allws the encryptin f all cmmunicatin flws linked t vice at the mment they crss thrugh the LAN and even WAN. It des nt encrypt TDM flws fr example n a T2 junctin r n a link t an analgue pst, even if the IP sectin f the cmmunicatin is encrypted. The devices cmpatible with encryptin are: The range f cmmunicatins servers (IPAS, IPRS, IPCS) and passive cmmunicatin servers (PCS) The Media Gateways IP range (Cmmn Hardware r Crystal) The IP Tuch range (Alcatel-Lucent 8 series) Premium DeskPhnes ( mdels) IP Desktp Sftphne applicatin (sftware emulatin f Alcatel-Lucent IP Tuch 4068 Phne set) OmniTuch 8400 ICS servers (applicatin servers and media servers) This slutin strngly depends n standards in rder t guarantee sustainability and future evlutins f SIP envirnments, fr example: The encryptin f the signaling call cntrl by IPSec ESP (RFC 2406) in transprt mde with AES encryptin in blck mde (AES CBC). The signal keys are negtiated between terminals and Cmmunicatin Server with the help f IKE (Internet Key Exchange RFC 2409) based n a calculated PSK (Pre Shared Key) Vice encryptin by SRTP (RFC 3711) prtcl with AES encryptin in cunter mde. The symmetrical vice keys are derived frm receipts frm when the Cmmunicatin Server crssed the encryptin signal. Alcatel-Lucent and Thales have decided t separate cmmunicatin and encryptin functins at Cmmunicatin Server and Media Gateway level, t guarantee the slutin s flawless security. The advantage f this apprach is t avid deactivatin, either accidental r intentinal, f the encryptin withut the user being aware f it. Thus, an IP Media Gateway equipped with a security mdule cannt be de-securitized withut being taken apart. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 122

123 The great benefit is that deplying this IP Tuch Security slutin n an existing Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server des nt require the re-engineering f the IP telephny slutin. The IP Tuch Security slutin supprts large capacity cnfiguratins: up t 15,000 Alcatel-Lucent 8 series r Premium DeskPhnes ( mdels) sets and 240 Media Gateways. System start-up is ptimized t reduce start-up time. A system with 15,000 IP phnes restarts in apprximately 10 minutes. The high availability f IPT slutin is the same with r withut dedicated encryptin appliances. The implementatin f the IP Tuch Security slutin des nt affect the Cmmunicatin Server high availability, as the SSM mdule has a dedicated prcessr t perfrm hardware encryptin and therefre des nt use any resurces frm the Cmmunicatin Server where main task is Call Handling. Alcatel-Lucent has chsen hardware-based encryptin fr the Cmmunicatin Servers and Media Gateways because this hardware encryptin des nt add any delay t the scale generally fund in VIP (dzens f ms). SSM uses a dedicated prcessr fr encryptin that means adding encryptin des nt add any burden t the Cmmunicatin Server prcessr signaling where the nly dedicated task is the Call Handling. There is n bandwidth verhead when using SRTP instead f RTP. Packets exchanged during a call have the same size, because the ptinal fields intrduced by the SRTP prtcl are nt used in IPT Security feature, as cmpared t RTP. Cncerning signaling Call Cntrl encryptin, there are supplementary messages exchanged between security mdules and IP Tuch sets fr IPSec negtiatin, mainly at system initializatin. In all cases, the signaling part f a cmmunicatin can be cnsidered nn-significant when cmpared t the vlume f vice packets Encryptin architecture The Alcatel-Lucent IP Tuch Security slutin prvides: The capability t encrypt vice and call cntrl signaling flws (cnfidentiality) Integrity f call cntrl signaling (ensuring that messages have nt been mdified) Secure dwnlad f binaries and cnfiguratin files in IP Tuch sets, Premium DeskPhnes and IP Media Gateways A Server Security Mdule (SSM) prtects: The Cmmunicatin Servers (Main and Standby) SftMSM (embedded in IP Media Gateway) prtects: The IP Media Gateways (Cmmn Hardware r Crystal) MGSec (Signaling encryptin nly) prtects: The IP Media Gateways (Cmmn Hardware) A Media Security Mdule (MSM) prtects: The Passive Cmmunicatin Servers (PCS) The IP Media Gateways (Cmmn Hardware r Crystal) managed by a PCS The OmniTuch 8400 ICS: applicatin and media servers, OmniTuch 8440 MS All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 123

124 The IP-DR link Vice Lgger An Embedded Security n: IP Tuch sets & Premium DeskPhnes End-t-end cmmunicatin encryptin is supprted by an OmniPCX Enterprise cnfiguratin cnsisting f netwrked ndes. The link between OmniPCX Enterprise ndes is an ABC IP hybrid link. Inter-nde signaling is encrypted using IPSec Vice media is encrypted with SRTP Vice Media keys used fr encryptin are generated by the Cmmunicatin Server managing the called party. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 124

125 9.3.2 Security mdules The Server Security Mdule (SSM) and the Media Security Mdule (MSM) are cryptgraphic cmpnents placed between the "nt secured/encrypted" LAN and the "secure/clear" cnnectin t Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server cmpnents. SSM: prtects the Cmmunicatin Server MSM: prtects the Media Gateways Althugh the physical aspects f the SSM and MSM are almst the same, they differ in the functins they perfrm. Nte: IP tuch security mdules are based n the Mistral platfrm frm Thales (VPN encryptin), which is based n a military design. The SSMs and MSMs are available in rack-munted mdels. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 125

126 Characteristics Dimensins (depth, width, height) Ethernet prts (10/100 Mbps) Rack-munted mdel SSM-RM/MSM-RM 215mm x 371mm x 43.6mm (19 standard rack muntable) 4 clear and 1 encrypted Server Security Mdule (SSM) The SSM is the central cmpnent f the IP Tuch Security slutin. It is cnnected by a "crssed" RJ45 patch crd t the Cmmunicatin Server n its "clear" prt and t the "unsecure" netwrk n its "encrypted" prt. The SSM negtiates and establishes encrypted signaling sessins with IP phnes, Media Gateways (thrugh MSM) and Media Gateways secured with MGSec (see: MGSec) r SftMSM (see: Signaling and vice encryptin n IP media gateway): SftMSM). Additinally, the SSM als establishes encrypted media sessins when the media server is prtected (Alcatel-Lucent 4645 Vice Media System, IPMG) by this cmpnent. It is transparent t QS tagging (802.1p/DiffServ) frm the Media Gateways r Cmmunicatin Server. It reacts as a bridge frm an IP pint f view (n ruting). It als manages QS based n layer 3 tagging, t priritize telephny traffic (whether media r call cntrl signaling) ver nn real time traffics. SSM mdule installatin has n impact n Cmmunicatin Server redundancy peratin. There is ne SSM mdule n Main CS and anther SSM mdule n Standby CS. The bth SSM mdules are active. If an SSM failure ccurs n Main CS r if the Main CS fails there is an autmatic and transparent takever perfrmed by the Standby CS and its wn SSM mdule, in rder t perfrm encryptin. Media Security Mdule (MSM) The Media Gateway is cnnected t the "clear" prt f MSM thrugh a "crssed" RJ45 patch crd. The MSM is in charge f encryptin fr Media Gateway signaling traffic t the Cmmunicatin Server. It als encrypts media traffic (t ther MSMs, t IP Phnes, ) using per sessin keys. Call cntrl signaling encryptin and integrity IP Tuch phnes and secured Media Gateways are cntrlled thrugh a "stimuli" prtcl called NOE ver IP. Call Cntrl signaling (frm the Cmmunicatin Server t IP Tuch phnes and frm the Cmmunicatin Server t secured Media Gateways) is prtected using IPSec ESP (transprt mde) with the AES encryptin algrithm (CBC). Symmetric keys are negtiated between IP Tuch phnes r a secured Media Gateway and SSM, and are changed regularly. Call Cntrl signaling is prtected bth in cnfidentiality and integrity. Integrity is checked using the HMAC SHA1 signature f the flw. Integrity means that the message has nt been changed All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 126

127 between the Cmmunicatin Server and IP Tuch phnes r a secured Media Gateway by a Man In the Middle (MIM) attack. HMAC-SHA1 is used fr integrity t the phnes. Fr integrity between SSM and MSMs, AES XCBC is used. Media encryptin Media (vice) is encrypted using SRTP with the AES (cunter mde) encryptin algrithm. The benefit f SRTP is that it intrduces n bandwidth verhead n WAN cmpared t unencrypted traffic. It will nt add any additinal cmplexity t "netwrk level" services (QS, truble shting, firewalling) cnfiguratin. Symmetric keys are used and they change at every RTP sessin. They are sent by the Cmmunicatin Server t end pints thrugh encrypted signaling sessins. Transparent mdem (and transparent fax) encryptin is als supprted (with the straight cnstraints n delay). A call between tw IP Tuch phnes registered in tw different Alcatel-Lucent OmniPCX Enterprise Cmmunicatin Server can be encrypted if the tw ndes are secured. Encryptin within the netwrk is als prefrmed between a Media Gateway n ne nde and the IP Tuch phnes r between tw Media Gateways. Fax relay (T38) is supprted, nt n SRTP but n IPSec (T38 fax des nt use RTP). Ntes: Vice media is encrypted, but existing "authrized" devices used t lg vice calls (vice lggers) are still cmpatible with IP Tuch Security, except fr thse capturing packets at the IP level between the cmpnents f the IP Tuch security slutin. Audi cnferences, whether 3 parties r N parties, are als encrypted, if the cnference bridge is lcated in an IPMG prtected by an MSM r by SftMSM. Telephne user infrmatin The majrity f telephne users are nt cncerned whether their cmmunicatins are encrypted r nt. Typically, it is an assumed IT manager task t make sure that their cmmunicatins are secured and nt at risk. Visible infrmatin Fr demanding users, encryptin can take place between the parties, if all the parties are capable f encryptin (i.e. IP Tuch sets, Premium DeskPhnes and secured IPMG). On each set, signaling is encrypted (IPSec). Vice cmmunicatins are als encrypted (SRTP). On IP Tuch phnes and Premium DeskPhnes (but nt n the Alcatel-Lucent IP Tuch 4018 Phne), the lck icn is displayed when encryptin (signaling and media) is in peratin (with either IP Tuch Security r a Security mdule) fr the current cmmunicatin. If a legacy IP Phne (withut encryptin capability) enters the cnference the lck icn disappears indicating that encryptin is n lnger ensured. Signaling remains encrypted n IP Tuch/Premium DeskPhnes but nt n legacy IP Phnes. Partial encryptin remains (vice traffic frm IP Tuch t IP Tuch is encrypted, but vice traffic between legacy and IP Tuch r Premium DeskPhnes is in clear mde). When the nn-encrypted user, i.e. the legacy IP Phne (withut encryptin capability) leaves the cnference, the lck icn reappears, indicating that encryptin is ensured. In this way, the user can cntrl that the cmmunicatin is encrypted end t end: All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 127

128 Only fr a cmmunicatin t anther IP Tuch r Premium DeskPhne (this can be verified if bth users see the encryptin icn) Which is n the same campus r which uses a hybrid IP link (thrugh the WAN, the call can verflw via the PSTN, and then call is nt n IP frm end t end) Nte: In the cntext f end t end encryptin, it is recmmended nt t use Bluetth handsets r headsets, as these are nt encrypted and can be intercepted. There is n display when cmmunicatins frm IP Tuch r Premium DeskPhnes are nt encrypted (media), fr instance t TDM end pints that are nt prtected by an MSM. Nte: Users cannt decide whether they want a cmmunicatin t be encrypted r nt. Encryptin is decided by the Cmmunicatin Server: By default between IP Tuch phnes r Premium DeskPhnes Depending n the encryptin capabilities f end pints fr all ther types f cmmunicatins (t Media Gateways fr instance) Encryptin (Vice and signaling), nce cnfigured n the SSM, applies t all IP Tuch r Premium DeskPhnes. IP Media Gateways flws (Signaling and Media). IP Media Gateways flws (Signaling and Media) n remte sites can be encrypted, depending n the cnfiguratin f a SftMSM r the implementatin f a MSM mdule (PCS survivability). Anther ptin named MGSec prvides Signaling encryptin nly fr IP Media Gateways with a few users n remte areas. All IP Tuch r Premium DeskPhnes n a secured system benefit frm encryptin. It is smetimes requested that encryptin be prvided fr a small number f telephnes, but vice encryptin is merely the mst apparent aspect f the IP Tuch Security feature. Security begins when the IP Tuch r Premium DeskPhnes is initialized, s there is mutual authenticatin f telephnes and SSM mdules, based n the Pre Shared Keys mechanism. This mutual authenticatin is designed t prevent the pssibility f a rgue IP phne trying t cnnect t the Cmmunicatin Server. T ensure a gd level f security, all IP Tuch and Premium DeskPhnes sets shuld take advantage f this mechanism. IP Tuch phnes may be de-secured nly when ging in survivability mde withut security Signaling and vice encryptin n IP media gateway): SftMSM In rder t secure the Media Gateway cmmunicatins (vice and signaling), it can be necessary t insert an MSM bx between the GD/GA r INTIP and the LAN netwrk. The OmniPCX Enterprise is equipped with a pwerful Gateway bard INT-IP3/GD-3 (fr Crystal and Cmmn Hardware) where a "sftware" encryptin slutin can be deplyed t avid adding MSM hardware cst. This "sft MSM" is used: T prtect the IP signaling link (IP Link) between the Cmmunicatin Server (thrugh the SSM-RM, mandatry) and the Media Gateway, with authenticatin and integrity, in rder t prtect the availability f MG against MIM attacks. Additinally the IP link is als encrypted t prtect against sniffing T encrypt vice thugh SRTP This security mdule uses SHA-1 as an integrity methd with SSM-RM bx (in frnt f Cmmunicatin Server). It has the same initializatin prcess has the hard MSM. All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 128

129 Hard MSM (MSM RM) are still required in the fllwing cntexts, even when there are INT-IP3/GD-3 in the IPMG: T prtect applicatin SIP and RTP flws (UM, My Teamwrk, A4645) When encryptin is required n PCS Fr sme specific cases where INT-IP3 cannt replace INTIP (fr instance IOIP). End f dcument All Rights Reserved Alcatel-Lucent Enterprise 2014 Page 129