TOPCALL Unified Messaging

Transcription

1 Jay Lassman Product Report 15 September 2003 TOPCALL Unified Messaging Summary TOPCALL Unified Messaging natively integrates with Microsoft Exchange, Lotus Notes and Novell GroupWise; operates with most PBXs and IP PBXs; and supports interoperability with other messaging systems. Table of Contents Overview Analysis Pricing Competitors Strengths Limitations Recommended Gartner Research Insight List Of Tables Table 1: Features and Functions: TOPCALL Table 2: TOPCALL Server Profile Table 3: Price List: TOPCALL Unified Messaging Approximate Pricing (US$) List Of Figures Figure 1: TC/MetaMail Figure 2: TC/Archive Figure 3: TC/Broadcast Figure 4: Screenshot Figure 5: TC/BranchBox Gartner Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

2 Corporate Headquarters TOPCALL Corporation 200 Chester Field Parkway Malvern, PA 19355, U.S.A. Tel: TOPCALL ( ); Fax: Internet: Overview Introduction TOPCALL s Unified Messaging is a turnkey hardware and software solution that uses a single message store to support voice, fax, , Short Message Service (SMS), Web and wireless communications. Through integration with Microsoft Exchange, Lotus Notes and Novell GroupWise, TOPCALL offers functionality for all major environments. TOPCALL manufactures its own voice and fax boards, ensuring compatibility and reliability with TOPCALL solutions. Solutions are modular and are pre-configured and tested at TOPCALL technical offices located in 40 global locations, including many throughout North America. TOPCALL provides solutions for all sizes of organizations in all major industries while also offering a business and technology model that addresses the particular needs and requirements of service providers (xsps). TOPCALL Unified Communications TOPCALL also offers business applications integration and application programming interface (API) software links that allow organizations to access business applications through a central Unified Communications solution. At its broadest level, Unified Communications supports user interaction with any content transmitted through any network to any device, any place, any time, via any media. It makes use of openness to achieve integration at the technical level, bringing together varied communications technologies, including Unified Messaging, into a coherent architecture. Examples include the following: Multimedia messaging. Wireline and wireless real-time voice communications. Paging. Conferencing. Information sharing. Group applications. Directory applications. Table Features and Functions: TOPCALL summarizes features and functions of TOPCALL Unified Messaging (UM) and Unified Communications (UC). 15 September

3 Table 1: Features and Functions: TOPCALL Characteristic Voice Ports (voice or fax) Voice Port Modularity (voice or fax) Mailbox Maximum Hours of Storage Voice Encoding Platform Operating System Networking Voice, Fax and E- Mail Storage and Global Address Directory Standard Features TOPCALL Unified Messaging TOPCALL Unified Communications Text to Speech (TTS) for Reading E- Mail Prompt/Announceme nt Languages Intelligent Call Routing Auto Attendant Single Point-of- System Administration Web Access to Unified Messaging In-Box and User Self-Administration Partitioned Operation Supports Applications Service Providers (ASPs) Description 360 per central server configuration. 4 analog (fax) or 23-channel T1. Limited only by platform being used. Dependent on size of hard disk on server. Additional storage available through integrated Archive system for unlimited storage. Up to 32 Kbps. Intel processor, optional redundant array of independent disks (RAID) disk mirroring and full multi-server fault-tolerant, disaster-recovery configurations. Microsoft Windows NT/2000. Unlimited. Central store on TOPCALL server; directory synchronization on TOPCALL for address directory. Supports integration with Lotus Notes, Microsoft Exchange and Novell GroupWise, with access to in-box from any wireless or wireline telephone. Functionality, in addition to standard UM, is available on a modular basis. This includes interactive voice response (IVR), intelligent call routing, multimedia application messaging and personal digital assistant (PDA) access. Over 10 major languages supported, including English (U.S. and U.K.), Swedish, Finnish, German, Spanish and Italian. English (U.S. and U.K.) and German. Via automatic number identification (ANI), calling line identification (CLID), dialed number identification service (DNIS), port and trunk. Yes, with user-specific assistant rollover. Yes. Yes. Supports up to 20 TOPCALL operating systems, each utilizing the same communications hardware for completely separate data, software and communication services. 15 September

4 Table 1: Features and Functions: TOPCALL Characteristic Description Standards Local-Area Network (LAN) (Internet) Directory Server Operating System Client Operating System TCP/IP. Supports Simple Mail Transfer Protocol (SMTP), Post Office Protocol 3 (POP3), Internet Message Access Protocol 4 (IMAP4) and Multipurpose Internet Messaging Extensions (MIME). Lightweight Directory Access Protocol (LDAP). Microsoft Windows NT/2000. Microsoft Windows 95/98, NT, 2000, XP (client software not required). Client Supports Microsoft Outlook 97/98/2000/XP, Novell GroupWise up to v.6.5 and Lotus Notes up to r.5. Networking TCP/IP Unlimited number of central servers connected over TCP/IP; up to 360 lines per central server, supporting up to 100,000 users per central server. Web (Internet) HTTP, HTML, Extensible Markup Language (XML), Java. Simple Object Access Protocol (SOAP) is planned. Wireless Supports Wireless Application Protocol (WAP), SMS, Enhanced Messaging Service (EMS) and XML. Personal Digital Palm OS (Microsoft Outlook Integration) and WAP support. Assistant File Formats Database API Analysis Communication Platform Audio (.wav, 8 Kbps); fax (.tif and.pdf). Other formats can be achieved through document conversion. Open Database Connectivity (ODBC). TOPCALL is a Unified Messaging and Unified Communications platform with a focus on mission-critical implementations. By developing software links, as well as specialized voice and fax boards, TOPCALL is capable of providing scalable and reliable turnkey communication solutions for large and small organizations. Acting as a message switch, TOPCALL integrates telecommunications services with business applications. Since the TOPCALL solution is a single, centralized communication platform, it is also a single point of administration. TOPCALL Architecture TOPCALL s architecture is based on a single platform that comprises a central application server and connected appliances called line servers for connection to the telephony system. A single platform provides full Unified Messaging and Unified Communications functionality to an organization. TOPCALL telephony cards can support both fax and voice, so scalability is handled quickly and easily. With this, TOPCALL can scale up through a combination of line servers for a maximum of 360 ports. Line servers support fax and voice messaging, while SMS transmission is handled through a local wireless transmitter or a direct connection to an SMS Center (SMS-C). In addition to local line servers, TOPCALL also offers BranchBoxes for use in satellite offices where users require TOPCALL communication services but cannot provide the resources for a complete system. The BranchBox connects to the central TOPCALL 15 September

5 server over IP and provides users with the same services as the central office location, as well as providing least-cost routing (LCR) and load balancing for the central location. For fault tolerance, TOPCALL offers fault-tolerant configurations that provide documented percent reliability for all communication services and business applications. Disaster recovery can be achieved by placing fault-tolerant servers in separate cities connected over the WAN. The TOPCALL architecture is also modular, allowing for solutions based on specific needs of the customer. For instance, a fax-only solution can be installed to satisfy an immediate need and can be upgraded to support other communication services, like voice and SMS, as the organization s needs develop. Software modules can be implemented independently of each other. Hardware TOPCALL s single-platform architecture utilizes an industrial-strength application server and TOPCALL s own fax and voice boards integrated to the line server. Integration can be achieved with all major PBX systems, as well as region-specific PBX systems in over 40 global locations. TOPCALL s fax boards have built-in 32-bit reduced instruction set computing (RISC) processors to carry the load of transmission at the board level rather than at the server level. Voice boards support PBX integration for UM, voice recording, voice notifications, IVR and other voice services. They also support the transfer of UM voice messages to a private extension for review over a desktop or wireless telephone rather than through the speakers of a multimedia computer. Software TOPCALL provides software links to Microsoft Exchange, Lotus Notes and Novell GroupWise platforms as well as to SAP, WebSphere MQ and other business applications. These links give TOPCALL the capability to manage voice, fax, , Telex, X.400, Web, Wireless, IVR and computer-telephony integration (CTI) communication services with a single platform. As a result, TOPCALL solutions do not require any software installed at the client level. In addition, users can retrieve messages and data from applications by means of a telephone. To support full multimedia environments, TOPCALL has developed server software that can convert documents such as.doc,.pdf,.xls,.ppt and.txt to a faxable Group Level 3 image format. This is done automatically on the server as fax requests are received from users. TOPCALL has native software integration to Cisco s CallManager IP PBX for voice- and fax-over-ip services. In addition to native software links, TOPCALL also offers client software for those organizations that prefer not to use their existing client software for Unified Messaging. Client software packages are available for Windows XP/2000/98 and include fax-imaging software, a voice message player and a Unified Messaging client. Enhanced Features TOPCALL s standard Unified Messaging and Unified Communications can be enhanced with the following features: TC/MetaMail Software that converts large messages and attachments into a lightweight URL link, then sends it to the user s in-box. The original message is stored on the TOPCALL server, and the URL link is pointed to that message. The user simply clicks on the URL link to retrieve the original message. Refer to Figure TC/MetaMail. Figure 1: TC/MetaMail 15 September

6 Source: TOPCALL. TC/Archive A message archive built into the TOPCALL architecture that has the capability to archive all messages on a RAID archive for immediate retrieval or on a long-term offline jukebox archive for future retrieval. Archived messages can include , fax, voice and SMS messages that users can retrieve through keyword searches of the archive. Refer to Figure TC/Archive. Figure 2: TC/Archive 15 September

7 Source: TOPCALL. TC/Wireless Messaging A feature that enables the SMS medium to communicate and interact with colleagues, customers, partners and even business applications. TC/Web A Web client that provides user access to the TOPCALL central message store through a password-protected Web portal. Users can view and manage messages from the TC/Web portal. TC/Broadcast A broadcast feature that supports multimedia broadcasts of messages to employees, customers, suppliers and other organizations. This feature supports voice messaging, fax, , SMS and other forms of communication. Refer to Figure TC/Broadcast. Figure 3: TC/Broadcast 15 September

8 Source: TOPCALL. TC/Digital Document Delivery An advanced scanning and distributing feature that can even put regular mail documents into a user s UM in-box through a scan-and-send process. Administration Tools TOPCALL Unified Messaging provides a single point of administration for the system and all of its functions. An administrator has a single view of all communication services and links to and business applications, with the ability to even shut down single links or ports to perform maintenance on the system without affecting the entire system. For instance, if a fax port needs to be reconfigured, that single port can be shut down and restarted without affecting the other ports on the system. Any traffic directed to the inactive port will be redirected to an open port during the maintenance period. TOPCALL administrators can also view traffic on each line separately and view delivery/nondelivery notifications for all messages directly in the administration view. Refer to Figure Screenshot. Figure 4: Screenshot 15 September

9 Source: TOPCALL. Application messaging status, such as an invoice that is being faxed to a customer directly from a customer relationship management (CRM) application, can also be viewed and managed from the TOPCALL administration tools. The directory on TOPCALL can also be synchronized with the platform, giving the administrator a single point of management for communication directories. A Web client allows administrators access to tools from any computer, and with SMS capabilities, an administrator can be notified of an issue by cellular phone, pager or Web-enabled PDA. Administrators also have access to TOPCALL s direct technical support group for all TOPCALL systems. Telephone User Interface The TOPCALL Telephone User Interface (TUI) is standard with all TOPCALL Unified Messaging and Unified Communications systems. In addition to simple telephone access to an Outlook, Notes or GroupWise in-box, TOPCALL s TUI offers users freedom of choice. For example, message management tools support the ability to respond to a voice mail with a voice mail, forward a fax to a colleague with a voice annotation, reply to an with a voice or an SMS message and forward an e- mail to a fax machine for printing. Some additional functionality includes the ability to: Listen to an using TTS technology. Listen to a fax using optical code reading (OCR) and TTS technologies. Create, reply, forward and delete messages in real time, without synchronization. (When a message is deleted on the telephone, it is also immediately deleted at the computer.) Print an , fax or text message to a local fax machine. Reply or forward any message with a voice annotation received as a.wav file. TOPCALL s Unified Messaging also allows for mailbox management from a telephone with functions that include these: Modifying mailbox settings, such as external greeting, internal greeting, name identification and password. 15 September

10 Setting filters for message review. Changing a speech profile for a TTS reader. TOPCALL uses a VoiceXML-based TUI that supports voice navigation capabilities. Because of this, voice navigation for telephone access to the in-box can be made available through simple changes to the TUI. Voice Capabilities TOPCALL voice capabilities inherent in TOPCALL Unified Messaging and Unified Communications support not only user-focused UM features, but also business application messaging. For UM users, the voice capabilities include recording a voice message, converting the message to a.wav file and forwarding the message to the user s in-box. Since TOPCALL provides software integration to the client, the message is delivered directly through the software link, not through SMTP mail. This ensures the security and reliability of the message delivery. The.wav file can be viewed through any.wav-compatible multimedia audio player or forwarded to a desktop phone or wireless phone for private review. TOPCALL s voice functionality can also automatically send a voice or text notification to UM users notifying them of a new message in their in-box (with sender and subject information). A message indicator light on the desktop telephone is also activated with many PBXs. For the business application, voice capabilities include voice alerting and message conversion, with advanced functionality for message broadcasting. A business application can use TOPCALL s voice system to send a voice notification to the administrator alerting of an error in the application and describing the error through text-to-speech conversion. Additional features include having a business application broadcast voice messages to customers, partners, suppliers and colleagues through TOPCALL by converting a text announcement to voice or by using a prerecorded.wav file. TOPCALL uses a distribution list of telephone numbers to broadcast the.wav file. Through the TOPCALL voice card, the target telephone numbers are contacted, after which the system waits for a pickup before playing the message or waits for the voice mail system recording tone and then plays the message. An intuitive administrator tool for the voice messaging system rounds out the capabilities of TOPCALL s voice system. Fax Capabilities TOPCALL s excellent reputation in the communications industry is based heavily on its capability to deliver reliable and scalable fax systems for mission-critical environments. The same fax technology is incorporated into every TOPCALL Unified Messaging system. Since TOPCALL offers a single-server solution for Unified Messaging, fax capabilities require no additional servers or third-party software. TOPCALL uses its own 32-bit RISC processor fax boards and its own software integration for enabling the sending of fax messages from Lotus Notes, Microsoft Exchange and Novell GroupWise, as well as from business applications like SAP and WebSphere. Some of the features of the TOPCALL fax solution are as follows: Direct sending of faxes from the client. Automatic document conversion, enabling the user to attach a file to an , address the to a fax number and send the message. TOPCALL can convert any document type, including MSOffice,.pdf,.tif, HTML and VISIO, to a faxable image format before sending the fax. Delivery and nondelivery notification, which enables the tracking of all fax messages and provides delivery and nondelivery notification in the form of an message back to the sender s in-box. In 15 September

11 the case of a nondelivery notification, the message also contains information about why the fax was not deliverable, such as receiving fax machine out of paper, busy signal and wrong number. Coversheet support TOPCALL supports standardized cover sheets selected by the user or implemented at the server level by the system administrator. These coversheets also support graphics and rich text formatting. Direct sending from Microsoft Exchange, Lotus Notes and Novell GroupWise allows users to send faxes as if they were sending an . This solution does not require TOPCALL client software loaded on the user s computer. TOPCALL s fax capability supports LCR, which enables a multi-location TOPCALL installation to utilize the most cost-efficient server to send the requested fax. Unified Messaging-Over-IP TOPCALL offers the same Unified Messaging functionality for the IP environment as it does for the traditional PBX environment. TOPCALL integrates with IP PBXs through native software links and the industry-standard H.323 protocol. TOPCALL s native Architecture for Voice, Video and Integrated Data (AVVID) software integration to Cisco s CallManager requires no telephony boards for voice- or fax-over- IP. TOPCALL also provides Internet Telephony solutions based on industry-standard Session Initiation Protocol (SIP). TOPCALL s single platform is enhanced with UM-over-IP, since fax and voice interface boards are not needed in an IP environment. Users still have access to all messages through the TOPCALL TUI and from their desktop computer. They also have message-waiting and message-alerting features with the Cisco CallManager configuration. Multiple locations can also take advantage of the IP environment by having a single UM solution for multiple offices around the world, connected to the IP network on both the PBX side and TOPCALL s side. TOPCALL Server Table TOPCALL Server Profile summarizes the profile of the TOPCALL application server. If a solution is configured on a customer-provided server, the server must meet the minimum specifications of the TOPCALL server. For a standard UM installation, there is no client software required; thus, no client desktop requirements need to be specified to accommodate TOPCALL solutions. Table 2: TOPCALL Server Profile Characteristic Processor and Speed (Minimum) RAM Free Disk Space LAN Interface Card CD-ROM Access Voice Boards (built into TOPCALL line server) Operating System Applications Description Intel XEON, 2.4GHz 1GB 72GB Dual Yes Digital 23 ports per line server Windows NT/2000 Server Unified Messaging Voice, Fax, , Wireless, Archive Unified Communications Voice, Fax, , Wireless and Web communication services for business applications 15 September

12 Large Installations Since TOPCALL s architecture is modular, scalability is handled by connecting additional servers over the IP network. TOPCALL s communications platform supports smaller line servers as well as remote office servers called BranchBoxes. As additional users are added, line servers are added to support the additional throughput of messages and line traffic. A second central server can also be added to increase the storage capacity and to add fault tolerance to the system. Since there is no client software required with TOPCALL s Unified Messaging, there is no affect on the user s desktop as additional users are added. Organizations may also like to add Unified Communications functionality beyond the standard Unified Messaging functionality, like SMS, Archiving, Web and Application Messaging. Most of the additional functionality can be handled at the server level and can be easily upgraded through server software installations. In the case of adding SMS service, a hardware piece may be required and is generally installed on the line server. Fault Tolerance Fault tolerance is available on any TOPCALL system and is composed of adding an additional server and server status agent software. This software monitors all the links and lines on both servers and identifies if there is a failure. Branch Offices TOPCALL supports multi-location solutions with a configuration consisting of a central communication server at the headquarters with smaller TOPCALL BranchBox line servers at the branch offices, connected to the central server over the WAN. This provides branch office employees access to TOPCALL Unified Messaging and Unified Communications without having to install and administer a complete TOPCALL system at every location. This configuration also serves to provide least-cost routing to the organization. For example, with BranchBoxes in place, a user in the U.S. can send a fax to a fax number in the U.K. The central server will receive the request, locate the closest BranchBox to that fax number and transfer the request to that server using the most economical transmission path. Refer to Figure TC/BranchBox. Figure 5: TC/BranchBox 15 September

13 Source: TOPCALL. Pricing TOPCALL offers pricing in two ways for enterprises, both of which necessitate outright purchases of the system: The first is through a turnkey model in which the customer purchases the server, hardware and software directly from TOPCALL. TOPCALL installs the hardware and software, configures the system to the customer specifications and installs the turnkey system at the customer site while also providing on-site testing and training. The second satisfies a customer s desire that the TOPCALL Unified Messaging system be installed on a corporate standard server. In this case, TOPCALL will request that the customer provide a server that meets server requirements set by TOPCALL. TOPCALL will then install the software, configure the system to specification and install the final system at the customer site while also providing on-site testing and training. TOPCALL also offers separate pricing models for Service Providers. 15 September

14 Table 3: Price List: TOPCALL Unified Messaging Approximate Pricing (US$) Component 500-User Configuration 1,000-User Configuration TOPCALL Unified Messaging* Includes fax, and voice mail as well as telephone access to all messages with real-time message management functionality. $235 per user** $185 per user** User Licensing Included in above Included in above SMS Send/Receive Option $11 additional per user $6 additional per user TC/MetaMail Option $30 additional per user $15 additional per user BranchBox Option Configuration dependent Configuration dependent *Assumes use of established platforms. **Assumes integration with a traditional PBX. Pricing can be up to 45 percent lower for IP implementations. GSA Pricing No. Competitors TOPCALL competes with Unified Messaging systems, such as the following: Active Voice Repartee and Kinesis Avaya INTUITY AUDIX Multimedia Message Server and Unified Messenger Captaris CallXpress Cisco Systems Unity Interactive Intelligence Communité Key Voice Interchange Nortel Networks CallPilot* Siemens Enterprise Networks Xpressions Series** *Does not support integration with third-party PBX systems such as those from Avaya, Mitel and Siemens. **Limited support for integration with third-party PBX systems. Strengths Architecture TOPCALL provides a single message store for fax, voice, , SMS and other message formats. It also uses a single-server architecture that can provide full UM functionality. Telephone Access TOPCALL s integration to mail servers allows for features and functionality from a telephone, which allows users to compose, view, reply and delete messages directly, without a delay or synchronization required. Speech Recognition TOPCALL provides a TUI interface that supports speech recognition prompts. 15 September

15 Message Availability TOPCALL s structure protects the availability of messages regardless of the status of the store. Since TOPCALL is the central store for UM messages, if the server is down, users will still have access to old and new voice and fax messages from a telephone. When the server comes back up, TOPCALL will automatically update the central store with any new messages as well. Administration TOPCALL provides a single view of all services on the system. This administrator tool integrates with e- mail environments and allows advanced views for fax, voice and delivery and nondelivery status. The TOPCALL administration tool is also available through a TOPCALL Web client. Directory Management Adding and deleting users from the UM system are done through TOPCALL s directory synchronization software. This software is configurable and synchronizes the directories of TOPCALL with those of the e- mail server or business application. Auto Attendant TOPCALL s auto attendant not only supports call redirection to the operator, but also supports userspecific call redirection in case an executive would prefer to have the call redirected to an assistant, rather than the main operator. AMIS Support TOPCALL now supports industry-standard Audio Messaging Interchange System (AMIS), which would enable TOPCALL to function in multi-vendor environments. Fax and Voice Hardware TOPCALL develops its own fax boards and voice boards, ensuring compatibility and reliability with the TOPCALL system. TOPCALL fax boards include built-in, 32-bit RISC processors, which take the load of transmitting faxes off of the server processor and on to the actual fax card. TOPCALL voice boards are multifunction and can support alternative features, like IVR and voice broadcasting. Voice- and Fax-Over-IP TOPCALL supports converged environments with software integration to Cisco s CallManager IP PBX and a traditional PBX (H.323-compliant) system. For instance, an organization could use a traditional PBX in conjunction with an IP-PBX for a specific application or department and integrate TOPCALL into both systems. TOPCALL also supports the Internet telephony standard, SIP, for handling communications over the Internet. TOPCALL can also split traffic between traditional PBX systems and IP PBX systems for the most efficient transmission path. Modularity TOPCALL s modular structure allows customers to purchase only the features they will use, with the ability to add on to the system as needs arise. Service Providers TOPCALL has developed a specific system for service providers by altering the core product to support multiple instances of software and hardware configurations, as well as providing load balancing and separate data stores for each instance. By doing this, service providers can use a single TOPCALL 15 September

16 system to support multiple customers while keeping each customer s data, usage and billing information separate. Service Provider pricing is also available. Branch Office Support TOPCALL has built a specific server for use in branch offices, called BranchBox. This server provides central server functionality to users at the branch office, without requiring a separate system or a system administrator at the branch office. Language Support TOPCALL supports languages from all over the globe including English, German, Spanish and Japanese. TC/MetaMail Software that converts large messages and attachments into a lightweight URL link that is sent to a user s in-box. Limitations Calendar Integration No support for the ability of users to populate their calendars, but TOPCALL is considering whether to develop this feature. Speech-Enabled Access No support for natural-language voice-enabling technology, a capability that gives mobile and remote personnel access to information that includes messages, contact lists, calling and conferencing, and calendars by simply speaking commands into any phone. Recommended Gartner Research Gartner Voice Mail and Unified Messaging Systems: Comparison Columns, Note Number DPRO Insight Two main factors contribute to the distinctiveness of TOPCALL Unified Messaging. One is its modular architecture. The other is the ingenuity of its developers. Both enable the product to encompass a unique mix of functionality that can satisfy diverse user requirements. Highlights include TC/MetaMail; native software integration with Microsoft Exchange, Lotus Notes and Novell GroupWise; native links to business applications from SAP and other business applications; native IP integration with Cisco CallManager; a central message store separate from store; and SMS capabilities. Continued development of specific business communications solutions is vital to TOPCALL s success, particularly in a challenging economic environment. In addition, AMIS is now available to provide customers with the flexibility to merge the TOPCALL platform into a multi-vendor messaging environment. 15 September