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2 Next Generation Intelligent Networks
Contents abstract 4 overview 6 ngin for the subscriber 8 Traditional Service Concept 10 Ngin Service Concept 12 ngin for the service provider 14 Business Strategies for the Enterprise Market 16 Business Strategies for the Residential Market 18 market offerings 20 Enterprise Mobile Centrex 22 Enterprise Convergent Centrex 24 Enterprise IP Centrex 26 Enterprise Contact Center 28 Residential Market 30 Other examples of service offerings 31 services and features 32 Virtual Private Network 34 Ip Line Services 36 Centrex and Unified Communication 38 Contact Center 42 Presence Enabler 44 Horizontal Features 46 Add-on in Services 47 Next Generation Intelligent Networks 3
Abstract Atos has developed an advanced Next Generation Intelligent Networks (NGIN) product that pushes the envelope of technology in order to provide innovative telephony Centrex services that allow Service Providers to expand business into new segments, lock-in customers, upsell new services, and become an innovator on the market. This document explains: What the NGIN means for users the convergent user concept. What the NGIN means for Service Providers. How the NGIN supports all of the business models a Service Provider would want to launch on the market, Enterprise and Residential. How the NGIN supports business models for both developed and emerging markets. How the large suite of NGIN services can be combined into a variety of market offerings. Key technological capabilities of the NGIN. Deep dive into the Centrex and other convergent services available Why Atos? Proven technology Huge suite of off-the-shelf services Flexibility to support business models of: FMS and FMC Developed as well as emerging markets Enterprise and residential Prepaid or postpaid Mobile or Mobile+IP Strong mix of telco business, technology, telco networks, and system integration skills. 4 Next Generation Intelligent Networks
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Overview The Atos NGIN consists of an extensive catalogue of off-the-shelf services available on a horizontal platform that allows the deployment of traditional or next generation service offerings for mobile and SIP phones. The principal market offering enabled by the Atos NGIN is the hosted voice Centrex, also known as cloud Centrex Services. One of the main characteristics of the Atos NGIN is its versatility to enable the market offerings that are needed by the Telco Service Provider. The Atos NGIN can be used to launch FMS (Fixed Mobile Substitution) and FMC (Fixed Mobile Convergence) business strategies to the market. FMS or FMC strategies can be launched at the same time or independently, or an evolution can be taken from FMS to FMC. No matter which approach is taken, FMS and FMC can co-exist and can be offered at the same time to different market segments such as residential and/or small, medium, and large Enterprises as well as multinational corporations. The NGIN addresses the main service layer challenges existing today, such as: Offering a simple path for operators moving from circuit switched to IP core networks. Offering network agnostic value-added services. Using one versatile infrastructure for fixed, mobile and convergent market offerings. Developing new market offerings for both Enterprise and Residential customers. To address these challenges, the Atos NGIN offers: Hosted Voice Mobile and IP voice services are hosted in the network with no need for onsite PABX equipment. Device Convergence Support for Mobile and SIP devices Service Convergence The same service and user experience for all devices. Network Convergence A leg in both the CS and IP network domains. Payment Convergence Support for both postpaid and prepaid subscribers. Service Catalogue A shopping list of attractive and interoperable services that Service Providers can adapt to their market demands and use to create a diversity of market offerings. Ready-to-go market offerings Mobile Centrex, Convergent Centrex, and Unified Communications for Enterprise and residential markets. Smooth evolution of the traditional IN services to a converged world. 6 Next Generation Intelligent Networks
Hosting services from the network instead of using on-site equipment provides Enterprises with several key benefits: Lower Enterprise total cost of ownership Hosted voice eliminates the CapEx and OpEx of onsite infrastructure, and merges the fixed and mobile communications costs. Predictable expenditures Hosted voice transfers all communications costs to the telephone bill. Flexibility Hosted voice allows easier management of capacity changes when hiring or adjusting work force, or opening and closing offices. Business continuity Hosted voice services do not have to be interrupted when moving offices, allowing more freedom to manage office space. Some of the Benefits that the Atos NGIN gives to the Telcos are: One infrastructure for all network types and market offerings Proven and strong track record delivering business results. Easy integration and reliable consistency. Open, flexible and extensible deployments. Telecom grade reliability. Standards-based platform. Next Generation Intelligent Networks 7
ngin for the subscriber The NGIN concept has many possible definitions in terms of technologies and functionalities. But, the most important aspect should be what the NGIN means to a subscriber. For a subscriber, the definition of NGIN can be summed up as a new service concept where: Services are independent of the devices used by the subscriber. Subscribers are not limited to only one service or specific combinations of a couple of services, but rather subscribers can have many services at the same time and in a consistent way, including rich blended services. Subscribers can control their usage with (prepaid, postpaid, or cost control modes) without losing functionality. This idea is best illustrated by comparing a traditional service concept to the NGIN service concept. 8 Next Generation Intelligent Networks
Next Generation Intelligent Networks ngin for the subscriber 9
Traditional Service Concept In a traditional service concept the services are linked to a device. For example: A mobile phone may have services such as prepaid, Home Zone, TwinSim, and Voicemail, as well as supplementary services provided by the GSM network. A POTS phone may have CLIP, CLIR, CW, CH, Call Restrictions, and Voicemail (but as different voice mailbox from the GSM phone) and other supplementary services. An IP desk phone may have Centrex services such as voicemail, audio conferencing, Virtual Call Center or a switchboard. However, even when the same services are available in different devices, the behavior of the services is usually quite different and therefore the user experience is bad (or at least could be improved) and not unified. A quintessential example is having a different voice mailbox for each device. 10 Next Generation Intelligent Networks
CF Short Codes CH Switch Barring Fixed SIP IMS PABX SIP AS Callback Board Voice Mail Audio Conf Mobile GSM GSM IN Prepaid Short Codes HOZ CF, CH, CW Twin SIM CLIP CLIR Prepay Voice Mail Next Generation Intelligent Networks ngin for the subscriber 11
NGIN Service Concept In an NGIN service concept, the services are independent of the devices. In other words, a subscriber can sign up for services without worrying about which devices can support the service. With the NGIN service concept the concept of convergence becomes real: All devices have the same services available. The user experience is consistent across all devices. Any device (one or more mobiles, SIP phones or PABX extensions) can be used transparently, and even more, devices can be swapped during a call (e.g., call toggle type services). A subscription can be associated with multiple numbers (e.g. mobile, geographic, and nomadic numbers). All user devices can be addressed by any of the numbers that are associated to the subscription. All user devices ring simultaneously or sequentially. The same profile applies to all devices in terms of call restrictions/barring and supplementary services (CLIP, CLIR, CB, CF, CH, CT, CW). Location, presence, and call status information about all devices (mobile and fixed) is available. In this advanced presence concept, the status of the devices is aggregated to avoid situations where, for example, a desk phone rings when an associated mobile phone is engaged. All user devices belong to one subscription so that they can all be unified in one bill. 12 Next Generation Intelligent Networks
CLIP IMS NGIN VPN Short Codes Barring HOZ Switch Board Mgr Sec CLIR RBWF Absent Reason Voice Mail CF, CH, CW Audio Conf Twin SIM Hunt Group Prepay GSM Next Generation Intelligent Networks ngin for the subscriber 13
ngin for the service provider For a service provider, the NGIN must facilitate addressing the customer base (Enterprise or Residential) with generalised business strategies and market offerings for both developed and emerging markets. The benefits of the NGIN Service Concept Increase market share Get new customers or add new revenue streams in existing customers. FMS Grow mobile business into the wireline service space. Provide all Enterprise PBX needs with a mobile service. FMC Provide a convergent user experience. Tie mobile and fixed services together. Provide all communications to customers, not just mobile, fixed line, or Internet services. Reduce churn - Tie mobile and fixed line services together. Once users experience a convergent service, it will be difficult to go back to a basic service. Few Service Providers can offer all communication needs. Once a total communications approach is taken, churning will require contracting mobile and fixed line services separately. Increase ARPU More talk time Charge monthly fees for services 14 Next Generation Intelligent Networks
10% churn reduction for FMC customers 16% increase in ARPU 12% annual increase in Enterprise market share Proven Results 4% churn reduction for FMS customers 4% increase in talk time Next Generation Intelligent Networks ngin for the service provider 15
Business Strategies for the Enterprise Market The NGIN service layer supports the various possible business strategies that a service provider needs to offer to the Enterprise market. Well known examples of business strategies for the Enterprise segment are: FMS (Fixed-Mobile Substitution) In an FMS model, mobile operators replace PABX extensions with mobile subscriptions and provide PABX-like features over the mobile network. In this way, a mobile operator gets additional mobile income from the replacement of fixed lines by mobile subscriptions. FMC (Fixed-Mobile Convergence) Also known as a total communication provider model, in an FMC model, fixed lines are replaced by IP phones and the IP and mobile extensions are integrated seamlessly. PABX features are delivered by the service layer in a mixed mobile, PSTN, and IP environment. In this way, an operator provides new convergent services at a competitive price. FMI (Fixed-Mobile Integration) Also known as business trunking, in an FMI model, the CS/PS PABX s are integrated by connecting them over the IMS network. The service layer is responsible for implementing legal obligations such as emergency calls and lawful intercept. In this way, an operator can integrate the PABX extensions of the Enterprise with the mobile extensions while allowing the Enterprise to amortize current infrastructure. 16 Next Generation Intelligent Networks
It is important to stress that these Enterprise business strategies can be used simultaneously by the same service provider to address different market segments. For example: A service provider with mobile operations: FMS is a perfect opportunity to take business away from fixed line providers by offering all of the traditional fixed line services in an all mobile environment and hosted from the network. This does not exclude the possibility to integrate company PABX (FMI) in the solution. A service provider with mobile and fixed operations in advanced markets: FMS is suitable for home office and small companies who do not need a fixed line service. FMC is suitable for medium and large sized companies who have good IP infrastructure and who do not have a significant investment in on-site PABX equipment. FMI is suitable for large Enterprises who want to finish amortizing on-site PABX equipment while adopting FMC solution. In fact, typically an Enterprise would use FMI as a way of enabling the FMC. Next Generation Intelligent Networks A service provider with operations in dispersed geographies: For emerging markets, due to lack of (or poor) IP connectivity, a pure FMS approach is most suitable in the short term and for most cases while the possibility to provide an FMC and/ or FMI offering is valuable for specific cases where conditions and infrastructure allow it. For advanced markets, FMS, FMC, and FMI can be offered to different market segments as described above. ngin for the service provider 17
Business Strategies for the Residential Market In addition to addressing the Enterprise market, the NGIN is very adequate for the residential market as well. For the residential market the FMS and FMC business strategies are applicable while the FMI business strategy is obviously not. FMS and FMC can be used for different consumer behaviors depending on the kind of service provider. For example: A service provider with mobile operations: FMS is a perfect strategy for a mobile operator to capture subscribers from the incumbent wireline operators, especially in an environments where geographic numbers can be assigned to mobiles or environments with full number portability. FMS is suitable for consumers who do not feel the need to have a fixed line phone service but who may want a geographic number associated to the mobile phone. A service provider with mobile and fixed operations in advanced markets (and these markets also exist in emerging markets): FMS is suitable for consumers who do not feel the need to have a fixed line phone service but who may want a geographic number associated to the mobile phone. FMC is suitable for consumers who want to have some convergence between the mobile and fixed line. In this model, the fixed line service is provided by the NGIN s VoIP/DSL service with the same functionality as the traditional PSTN service. A dual or sequential ringing can be set up between the mobile and home VoIP phones, and they shared a voice mailbox. IP/Broadband based residential services In this model, operators can offer a VoIP/DSL service with the same functionality as the traditional PSTN service. In this way, mobile and fixed operators can enter a new market. Convergent VAS Services The Enterprise market is leading innovation in the area of VAS in the last few years. Most of the features implemented for the Enterprise market in NGIN platforms can also be applied to residential users. This includes all personal features. But also group features are applicable to families and other types of non-enterprise user groups. These features are available to users with mobile and fixed (PSTN or IP) devices or combinations of them. A single service covers the needs of many user types. 18 Next Generation Intelligent Networks
Next Generation Intelligent Networks ngin for the service provider 19
Market offerings Enabling the quick bundling of services into offerings is one of the key differentiators of the NGIN concept. In addition to the service independence from the point of view of the subscriber and the general business strategies of the service provider, the NGIN must enable a Service Provider to bundle different NGIN services into market products or service offerings. The Atos NGIN consists of a comprehensive, feature rich suite of off-the-shelf services. These off-the-shelf NGIN services can be bundled together into different service or market offerings. Service Providers can implement the whole service layer for voice services for Enterprise and residential users. The Service Provider can combine the NGIN services to shape several commercial or market offerings. With the NGIN, the market offerings are also flexible enough such that the Service Provider can also allow corporate customers to select NGIN services and functionalities as best suit their needs. VPN & Trunking Personal Centrex Front Office Ms Lync Integration Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing Presence Enabler MS Lync endpoints Lync Converged Users Presence Enabler Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features IP Line Services CDR Generation Web Services API On-line Charging Integration GUI on Mobile Feature Access Codes Common Address Book Music Repository CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing 20 Next Generation Intelligent Networks
Not all Service Providers have the same network needs and goals, and they may demand diverse strategies. Mobile Service Providers, for instance, have to address subscriber churn, fuelled by the new opportunities contributed by convergent Service Providers, and, therefore, they need new strategies to tackle churn while increasing ARPU. Fixed Service Providers, on the other hand, need to find attractive alternatives in order to be able to compete with Mobile and Convergent Service Providers. The ready-to-go NGIN market offerings are devised to address the typical market demands on Service Providers, and each one of them is oriented to be applied in line with different strategies. The following table shows four principal market offerings that can be built up with the NGIN, and provides guidance on the most adequate offering for each type of Service Provider: All NGIN offerings share a common objective and a convergent platform that complements their features with others that are not standard for this kind of platform, such as on-line charging, pure IN services, mobile roaming, and call status, thereby enhancing the user experience. NGIN convergent solutions provide Service Providers with a tool they can use to retain their customers, offering also a broader range of functionalities, enhanced flexibility and integration, operation and maintenance capabilities that allow improving subscriber ARPU. Mobile Centrex Convergent Centrex Contact Center Convergent Consumer Mobile Service Provider Fixed Service Provider Convergent Service Provider Next Generation Intelligent Networks market offerings 21
Enterprise Mobile Centrex VPN, Centrex, and other advanced functionalities are available to mobile users. The services are provided in a hosted mode. Enterprise Mobile Centrex Service Catalogue VPN & Trunking Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Personal Centrex Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Front Office Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing Presence Enabler Ms Lync Integration MS Lync endpoints Lync Converged Users Presence Enabler Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing 22 Next Generation Intelligent Networks
Description The Enterprise Mobile Centrex offering is a functionally rich Centrex and Unified Communications solution aligned for an FMS market strategy. The Mobile Centrex is a full-featured hosted voice PABX service, which provides all the needs of an Enterprise, even the Contact Center functionality, from the cloud. The Mobile Centrex enables businesses to replace office phones with mobiles. Therefore, from existing customers, the Service Provider captures additional traffic and revenues in the critical corporate segment, and, even more, the Mobile Centrex helps attract new customers and retain existing customers in the face of competition. Market Application The Mobile Centrex is a complete solution for mobile operators targeting small and medium sized companies. It enables them to offer cloud Centrex services to their customers with only mobile infrastructure and to capture and maintain a substantial part of their telephony spending. The Mobile Centrex also addresses the business needs of those Service Providers that decide to evolve towards next generation networks using a pure FMS strategy based on a complete set of PABX mobility, hosted and multitenant functionalities. In other words, companies enjoying only mobile communications can start to enjoy PABX functionalities. The Mobile Centrex is, therefore, a complete solution for SoHo, SMB and large Enterprises with Branch Offices needing to grant mobility to their business without losing customer functionality. Next Generation Intelligent Networks market offerings 23
Enterprise Convergent Centrex VPN, Centrex, and other advanced functionalities are available to mobile and SIP users. The services are provided in a hosted mode. Users can have and use mobiles, SIP phones, and company PABX extensions. All types of users in the company are integrated and receive the same basic and advanced functionalities Enterprise Convergent Centrex Service Catalogue Vpn & Trunking Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Personal Centrex Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Front Office Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing Presence Enabler Ms Lync Integration MS Lync endpoints Lync Converged Users Presence Enabler Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing 24 Next Generation Intelligent Networks
Description The Enterprise Convergent Centrex offering provides a functionally rich, truly convergent Centrex and Unified Communications solution aligned for a full FMC market strategy. The FMS strategy can still be offered simultaneously along with the FMC strategy, each targeting different market segments. The Convergent Centrex offering mainly targets corporate environments, and is based on a fully hosted solution, which does not require the deployment of hardware at the customer premises. By using only one convergent platform, the NGIN provides a complete portfolio of functionalities covering both mobile and SIP extensions, with only one infrastructure. Furthermore, the Convergent Centrex is devised in such a way that it is always possible to integrate IN services, thus allowing for the coexistence and evolution of traditional IN legacies. Next Generation Intelligent Networks Market Application The Convergent Centrex is a complete solution for convergent operators targeting companies who do not want to let go of the concept of fixed line service. The Convergent Centrex enables Service Providers to offer cloud Centrex services to their customers. As the services are provided to both mobile and fixed lines, the Service Providers capture and maintain all of the telephony spending of their customers wallets. The Convergent Centrex is the right solution for companies that need to improve their communications adding new advanced services over a Virtual Private Network environment, to SIP, mobile and PSTN devices. The Convergent Centrex allows companies to replace their existing PABXs by opening up a way to obtain the same features without the need to maintain the on-site infrastructure. The Atos Convergent Centrex solution can be and is used for all the market target segments: SoHo, SMB, and Large Enterprises. market offerings 25
Enterprise IP Centrex VPN, Centrex, and other advanced functionalities are available to SIP users, including advanced functionalities like the Contact Center. Enterprise IP Centrex Service Catalogue Vpn & Trunking Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Personal Centrex Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Front Office Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing Presence Enabler Ms Lync Integration MS Lync endpoints Lync Converged Users Presence Enabler Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing 26 Next Generation Intelligent Networks
Description The IP Centrex offering provides a functionally rich VoIP service, enabling businesses to replace office phones with IP phones. The IP Centrex is a full-featured hosted voice PABX service, which provides all the needs of an Enterprise, even the Contact Center functionality. The IP Centrex offering mainly targets corporate environments, and is based on a fully hosted solution, which does not require the deployment of hardware at the customer premises. By using only one convergent platform, the NGIN can later be extended to support mobile extensions and integration of IN services, thus allowing for the coexistence and evolution of traditional IN legacies. Market Application The IP Centrex is a complete solution for fixed line operators targeting companies who do not want to let go of the concept of fixed line service. The IP Centrex enables Service Providers to offer hosted virtual PABX services to their customers. The IP Centrex is the right solution for companies that need to improve their communications adding new advanced services over a Virtual Private Network environment. The IP Centrex allows companies to replace their existing PABXs by opening up a way to obtain the same features without the need to maintain the on-site infrastructure. The Atos IP Centrex solution can be and is used for all the market target segments: SoHo, SMB, and Large Enterprises. Next Generation Intelligent Networks market offerings 27
Enterprise Contact Center Sophisticated contact center functionality can be provided as a dedicated service. Customers do not need to make large investments or worry about supporting complex infrastructures. Enterprise Contact Centrer Service Catalogue VPN & Trunking Mobile Support VPN Roaming features SIP Support PBX Trunking Advanced PBX integr. Private Numbering Plan Closed User Groups Restriction Management Preferential Charging Favorites Partner VPN Private Calls Calendar Company Cost Control Office Zone International VPN Personal Centrex Incoming Call Display Manager- Assistant End User ICS Absence Feature Ring Back When Free Group Centrex Hunting Chain Hunt Group Call Queuing Group CLI Group Call Pick-Up Front Office Switchboard Operator Auto-Attendant Unified Comms Converged User Call Toggle Click-to-Dial Follow-Me PC Toolbars Communicator Audio Conferencing Presence Enabler Ms Lync Integration MS Lync endpoints Lync Converged Users Presence Enabler Mobile Call Status SIP Call Status Add-On IN Home Zone Local Diversion Roaming Prepaid IN front-end Multi-SIM Horizontal Features CDR Generation Feature Access Codes Web Services API Common Address Book On-line Charging Integration Music Repository GUI on Mobile CLIR / CLIP CF, CW, CH, CT, CB Restrictions (ODBs) Error Code Handling Emergency Calls VoIP with Mobile Backup IP Line Services Malicious Call Identification Long Call Handling Call Limiter Missed Call Advisor Distinctive Ringing 28 Next Generation Intelligent Networks
Description The Contact Center offering is a complete solution for managing the incoming calls to the header number of the company as well as other on-demand call center capabilities, as a service operated by the Service Provider. As a hosted service, the solution offers complete mobility because it can be used from anywhere there is an IP connection. With the Contact Center, the Enterprise can decommission physical PABX infrastructures. The Contact Center can be used by companies as a stand-alone system or as part of the Mobile, IP, or Convergent Centrex service suite. Furthermore, although the solution is based on VoIP technology for its implementation, it seamlessly supports mobile and PSTN users. The main part of the Contact Center is the Switchboard Operator service which has a Web-based application integrated with the corporate s employee directory. The incoming calls to the company header number are routed to the softphone embedded in the Switchboard Operator, from which an agent can answer, transfer, hold, and park calls. Features also exist for sending emails and SMS notifications. After hours, the Switchboard Operator can be complimented with automatic call handling via the Auto Attendant service. Additional group services such as Hunt Group and Call Queuing are also available for setting up call centers and related services. To complete the Contact Center suite, the NGIN also offers Group Pick-up and Group CLI features. Market Application The Contact Center is applicable to the mobile or fixed line Service Providers who want to offer fully mobile Contact Center solutions. Companies using the NGIN Contact Center have total freedom and mobility for managing incoming calls. The receptionist can manage calls from anywhere inside of the Enterprise, from any site, or even from outside of the Enterprise. Several receptionists can use the Switchboard Operator at the same time from different sites. The Contact Center is an ideal solution for a broad range of business users, completing all their voice communication needs. Next Generation Intelligent Networks market offerings 29
Residential Market Examples of service offering or bundles for the residential market are: Convergent User A consumer can have the mobile and home landline associated to one subscription. Dual or sequential ringing of the mobile and home phone can be set up. Home Zone A consumer has a geographic number associated to a mobile. Calls can be received or initiated with either number when a subscriber is within a home zone. Family Group An extended family or group of friends can enjoy special tariffs and short number dialing for group members. Particular members of the groups can even be convergent users or home zone subscribers. The family can include the wireline home phone as a member of the Family group. The home phone can be associated to one of the family members (e.g., the mother) as part of a mobile-fixed convergent user, in which case the home phone and related mobile can be set up with dual or sequential ringing and can enjoy a unified voice mailbox. Via the GUI, the parents can configure the children s phones with restrictions for making or receiving calls during school hours or late at night. 30 Next Generation Intelligent Networks
Other examples of service offerings Basic Mobile Bundle Office Zone. Basic Convergent Bundle VPN with Office Zone. Mobile VPN with Convergent One Service Provider Use PABX Trunking to connect fixed/ip lines to the mobile network. IN Evolution Replace end-of-life legacy IN platforms with an NGIN platform. The existing services are provided from the NGIN platform, followed by the subsequent deployment of NGIN services and bundles to the market. More ideas Residential VoIP services Friends-and-family type user groups Family subscriptions Hunt Group Home Zone MultiSIM Flexible Barrings Do Not Disturb and Absence Reason Flexible Call Forwarding Next Generation Intelligent Networks market offerings 31
Services and features 32 Next Generation Intelligent Networks
Next Generation Intelligent Networks services and features 33
Virtual Private Network The VPN is the central piece of the NGIN service suite. It is oriented to companies and defines the structure over which other services are built. The VPN provides the corporate functional structure, short code dialing, private numbering plan, profile information, provisioning channels and user management leveraged by other components of the solution. The VPN supports both mobile and SIP extensions. Therefore, the VPN can be used to set up a mobile-only service, a SIP-only service, or a mixed service supporting both kinds of extensions simultaneously. In addition, users can have a convergent service where multiple mobile and SIP devices are tied together and act as one device with dual/multiple/sequential ringing and one voicemail box. VPN PNP Range Extension Virtual Extension Group International Extension 8 xxx PNP Range Virtual Extension Extension PBX 7 xxx CS PBX Mobile MSISDN PNP range IP PBX SIP ISDN Converged User MSISDN - ISDN Direct Dial-in Public 92312350XX 9512346XXX Private -60XX -5XXX Header number 9471268012 60XX Lync - ISDN Converged User - MSISDN - ISDN Converged User - ISDN NEW PABX - ext - ISDN Converged User - MSISDN - ISDN 34 Next Generation Intelligent Networks
VPN principal functionalities All the VPN functionalities are aimed at improving VPN capabilities, adding advanced services for Enterprises that can be managed by the Enterprise itself via self-care Web. Next Generation Intelligent Networks Support for User Groups, or subgroups, within the company VPN. Support for mobile and SIP devices. A VPN or subgroup in a VPN can contain either mobiles, SIP or PSTN phones, or all. Support for Business Trunking allows a complete PABX integration characterized by supporting Circuit-Switched PABX integration and IP-PABX integration. Support for Private Numbering Plans, generally short codes. Support for Restrictions Management by origin, destination, call type, location, and time. Support for Preferential Charging for many different call types, including calls between VPN members, calls within a subgroup of the VPN, external national or international calls, and even location-based tariffs. Support for a list of Favorite Destinations which are not part of the VPN but may receive a special tariff. Support for Partner VPN s, which is an association between the VPN s of two companies for preferential charging purposes. Support for Office Zones, which enables incoming and outgoing call screening based on the subscriber s proximity to the office as well as time dependence. Treatment of IN and special numbers treatment which require number translation based on location or other factors, such as emergency numbers, premium rate numbers, or short codes for voicemail access or calling the customer care center. Roaming Features enable using short codes and avoid losing the CLI when calls are made while roaming. Local Divert to Voicemail for outroamers prevents late-call forwarding to the voicemail of mobile subscribers from taking place in a roamed visited network. This avoids a potentially high cost to the subscriber. This feature is mandatory within the European Union since 2010. services and features 35
IP Line services IP Line Services suite is the equivalent functionality of supplementary services in GSM/PSTN networks adapted to IMS. IMS does not provide this basic functionality that is provided by the network in the circuit switched domain. For devices registered through the IMS supplementary services functionalities have to be provided from the service layer. The IP Line Services are based on the standardized FMC TISPAN architecture supporting Emulation and Simulation Services, and they evolve together with the TISPAN definition of supplementary services for NGN networks (now called Multi-Media Telephony). The IP Lines Services provide the following principal functionalities: The Call Management service is a set of features that allow basic call functionalities, such as forwarding, transfer, and barring. The Emergency Calls service routes emergency calls towards a specific emergency center based on location information about the subscriber. The Malicious Call Identification service notifies the caller through an announcement that his/her identity is going to be collected. The caller may choose to terminate the call or to proceed with it. The Anonymous Call Rejection service allows call recipients to reject incoming calls from anonymous callers. The Error Code Handling service improves the user experience by overriding error code message inconsistencies that can arise when transferring error codes between the circuit switched and IMS networks. 36 Next Generation Intelligent Networks
Next Generation Intelligent Networks services and features 37
Centrex and Unified Communication Unified Communications (UC) simplifies and integrates several forms of communication, mainly related to voice services, making them easier to use and more accessible and convenient for the end user. It enhances communication availability, speed, richness and, therefore, productivity. NGIN UC functionalities include features such as voice messaging, presence, call toggle, click-to-dial, and contact management, which provide the basis for a UC solution that can be integrated with standards based enablers for presence and contact management. In addition, the NGIN UC adds the support of several access and device types for the same user (multi-device features like soft phone and mobile association, dual mode and multiple devices per user), PC tools for NGIN service configuration, and invocation, conferencing and Unified Messaging. A Centrex is a service providing PABX functionality and features. One of the main benefits of the Atos NGIN is providing the Centrex services without the necessity of legacy PABX equipment and its related operation and maintenance. The NGIN is completely networkbased in that it is hosted in the Service Provider network. Furthermore, the NGIN expands the legacy PABX functionality and, even more relevant, the NGIN opens up the Centrex functionality to mobile phones efficiently. The NGIN provides Centrex and Unified Communications features for individuals and for groups, respectively referred to as Personal Centrex, Group Centrex, and Unified Comms services. 38 Next Generation Intelligent Networks
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Personal Centrex Services The Personal Centrex services provide call control features beyond those provided by the core network or the NGIN basic services set of capabilities for IP lines. The Personal Centrex suite provides subscribers with enhanced control over their communications. Mainly, it allows users to handle incoming calls in a flexible and powerful way. These services are enhanced call control services, with the advantage of self-configuration. Incoming Call Display retrieves the name and number of the caller from the corporate directory and displays it on the desk phone. Do Not Disturb (DnD) enables subscribers to configure who can call them. A subscriber can configure a list of white and black numbers. White-listed numbers are allowed to reach the subscriber, while black-listed numbers are redirected to a pre-recorded announcement and then to the voicemail. Absence Reason (AR) is an extension of the DnD that allows subscribers to configure an announcement informing callers of why they are not available and when will they be available again. Ring Back When Free (RBWF) is applied when subscribers are unavailable. The RBWF allows a caller to request to be called back when an unavailable called party becomes available again. When the called party becomes available, the RBWF sets up a call leg to each party and connects them. Manager-Assistant (MA) enables assistants to handle incoming calls of managers. A manager can have several assistants and each assistant can be associtated to several managers. The manager and associated lines of the assistants can be configured to ring simultaneously or sequentially, and lists of numbers can be handled according to different rules: All calls are allowed to reach the manager directly. Only White List numbers are able to reach the manager, while all other numbers are routed only to the assistant. All calls except those from black-listed numbers are able to reach the manager. Black-listed numbers are always directly forwarded to the assistant. The secretary has visibility of the manager s phone status and can break into the manager s calls. Group Centrex Services The Group Centrex services provide PABX-like call control features for groups of users. This includes all the components and features that Service Providers need in order to be able to offer a complete hosted service suite to mid-sized businesses and enterprise branch offices. It allows offering enhanced flexibility and cost savings with increased service quality. As a consequence, companies are provided with enhanced control over their communications, and subscribers are allowed controlling priorities of incoming calls, by making decisions based on who the calling party is. Decisions could also depend on time, call type, or call queuing algorithm. Hunting Chain (HC) is a service based on a multi-ringing concept where a list of extensions is associated to one specific extension. Hunt Group (HG) enables an Enterprise to publish one or more header numbers associated with a Hunt Group. Incoming calls to header numbers are distributed among a number of agents depending on a selected hunt algorithm such as round robin, longest free, or randomly. Call Queuing (CQ) is a feature that adds additional queuing algorithms to the Hunting Group, such as first come, first served and priority callers. Group CLI (GCLI) allows configuring the presentation of a common CLI in outgoing calls for a number of VPN individual extensions (or agents). Group Call Pick Up (GCPU) enables the members of a group to pick up each others calls. When one extension of the group is ringing, another extension can pick-up the call by dialing in a special feature code. The caller, called, and capturing extensions can use any combination of mobile, fixed, IP, or soft-phone devices. 40 Next Generation Intelligent Networks
Unified Communications Services Unified Comms allow the users to simplify communications and enjoy the capabilities offered by these services. The Atos Communicator service associates a SIP based IP phone, (soft-phone or, in general, any IP client) to a mobile subscription, maintaining a unique bill and sharing the voice mailbox. Communicator provides the same user experience in the soft-phone as in the mobile phone. A Convergent User concept is the result of associating two existing individual extensions, where one is a mobile extension and the other a SIP extension. This Convergent User concept unifies ringing options, number presentation, restrictions, and call status in order to improve the user experience. For example, if a user is engaged on the mobile, an incoming call will not cause the IP line to ring, but rather the call will go to voicemail or have the RBWF applied. The Click-to-Dial service can be invoked by the user from a shortcut on the PC to make calls to a destination selected either manually or from a contact list. The user can initiate calls from the PC using a toolbar provided by Atos. Follow Me allows users to associate several devices to one of their devices, so that several devices can be alerted simultaneously or sequentially on incoming calls. PC Toolbars provide an alternative, independent and comfortable interface to access some NGIN communication services. The Atos PC Toolbar is a component integrated on widespread e-mail clients, agendas and contact management tools such as Microsoft Outlook, or Web browsers such as Microsoft Internet Explorer and Firefox. Next Generation Intelligent Networks Dual Mode devices can be attached to the IMS or CS domains, (not simultaneously), are linked to a unique subscription, and managed as any other extension in the NGIN. Unified Messaging culls messages from several sources (such as email, voice, fax and others) and holds those messages for retrieval at a later time. Messages can later be retrieved via email, voice, fax; SMS messages can be retrieved as email; and voice and email messages can be retrieved using voice access. Conference services provide VPN subscribers and administrators with a Web interface to create audio conferences, invite attendees, and assign dates/times. Once created, the conference sessions can be modified and cancelled by both users and administrators. The attendees may be mobile, wireline, or SIP extensions, and are not restricted to VPN members. The conference calls can be set up with a bridge number so attendees can dial in, or the Audio Conference platform can dial out to the attendees. services and features 41
Enterprise Contact Center The Contact Center service suite provides some key Centrex functionalities that historically have been implemented by a physical PABX infrastructure, but hosted by the Service Provider. This suite provides companies with call answering and receptionist facilities and also offers corporate image enhancement made available in a flexible virtual office customized to the customer s particular needs. The main features making up the Contact Center are: The Switchboard Operator provides a Webbased switchboard to manage the Hunting Group and Call Queuing services. The Web interface manages the call control locally on the PC, and thereby the receptionist can answer, transfer, hold, or park calls on the fly. As a combination hosted and Web-based application, the receptionist can be located on any PC anywhere, either in any office site inside the Enterprise or even outside of the Enterprise. Several receptionists can use de Contact Center simultaneously from different sites. The Auto Attendant provides an automated switchboard operator to complement the Switchboard operator after hours. The caller interacts with the Auto Attendant menu system to select the desired extension. The interaction with the menu system can be via either dial tones or voice recognition. To complete the Contact Center suite, the NGIN also offers the Group Pick-up and Group CLI features. 42 Next Generation Intelligent Networks
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Presence Enabler The NGIN Presence Enabler is a key piece of the convergent user concept. This functionality allows the publishing of the availability and call status of mobile and SIP extensions, as well as those of certain advanced services such as the Absence Feature. This enables an external Presence Server to aggregate statuses and to generate an appropriate user status taking into account all of the user s devices and services. In this way, the convergent user concept to be more user friendly, for example, by blocking incoming calls to the SIP phone when the user is engaged on the mobile phone. 44 Next Generation Intelligent Networks
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Horizontal Features Horizontal Features are complements that are used by several services in the NGIN. They do not provide an End User service. Functionalities that can be used by End Users as stand alone functionalities are referred to as vertical. Horizontal functionalities complement or enable vertical ones. The Horizontal Features include: CDR Generation includes service specific information into the CDR s to enable the billing system to apply special tariffs supported by the VPN, e.g., for intra company calls. Online Charging Integration (OCI) allows real-time credit control, prepaid or postpaid, by maintaining the call control and interfacing with an external real-time rating engine, e.g., that of the existing prepaid system. Feature Access Codes (FAC) are predefined digit sequences, or codes, dialed in the subscriber terminal that provides access to NGIN functionalities. The codes are the same whether used on a mobile or SIP device. There are FAC s for provisioning and call management. Provisioning FAC s allow users to configure services, e.g., activating the Absent Reason service. Call management FAC s allow users to act in real-time, e.g., capturing a call in the Group Pick-up service or pulling a call to another device in the Call Toggle service. 46 Next Generation Intelligent Networks
Add-on IN Services The Add-On IN Services suite allows for most relevant IN services to be available in the NGIN. The NGIN is able to replace most typical IN services such as prepaid support, Multi-SIM, or FDTVM. This has two main purposes. First, it provides these important services using NGIN, in some cases replacing legacy IN platforms reaching End-of-Life, while in other cases as new features. Secondly, when a subscriber receives services in NGIN (originating or terminating) the NGIN services could be incompatible with other IN services deployed in the network on other infrastructure that are active for the subscriber. Implementing these IN services with the NGIN platform makes it possible for a subscriber to receive these services at the same time. Next Generation Intelligent Networks services and features 47
About Atos Atos is an international information technology services company with annual 2010 pro forma revenues of EUR 8.6 billion and 74,000 employees in 42 countries at the end of September 2011. Serving a global client base, it delivers hi-tech transactional services, consulting and technology services, systems integration and managed services. With its deep technology expertise and industry knowledge, it works with clients across the following market sectors: Manufacturing, Retail, Services; Public, Health & Transport; Financial Services; Telecoms, Media & Technology; Energy & Utilities. Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. It is the Worldwide Information Technology Partner for the Olympic Games and is quoted on the Paris Eurolist Market. Atos operates under the brands Atos, Atos Consulting and Technology Services, Atos Worldline and Atos WorldGrid. For more information, visit: atos.net For more information: Please contact ngin@atos.net or visit atos.net atos.net Atos, the Atos logo, Atos Consulting & Technology Services, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos Worldgrid are registered trademarks of Atos SA. June 2011 2011 Atos.