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See HOSPITALITY, page 13

Open source telephonyBy Steve Sokol, Digium Product Manager, Asterisk 

Telecom has long been dominated by a small number of large manu-facturers who produce proprietary

products designed to fit the mass market. For the first 100+ years that model made sense – building and selling switching gear is complex and expensive. Recently, how-ever, two forces have changed the game.

The first has been the shift from analog and TDM to standards-based IP com-munications. The adoption of Ethernet, TCP/IP networking and SIP allowed telephony applications to migrate from

See OPEN, page 26

Para Systems and GE

Para Systems, provider of compre-hensive power protection solutions, announced a marketing and sales

agreement with General Electric’s Power Quality division. Under the terms of the agreement GE’s LP-33U and SG series of three-phase UPSs will be available to IT solution distributors currently selling Minuteman power products.

The Minuteman product line currently includes single-phase UPSs ranging from 400VA up to 24kVA along with a full

See POWER, page 7

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September/October 2009 6 TelecomReseller

aliasing A phenomenon that occurs when different analog continuous signals overlap and become indis-tinguishable. If the sampling of the analog waveform is too infrequent (less than half the highest frequency present), the digitally encoded signal cannot reliably be decoded faithfully. Rather, it can be reconstructed as an alias of the true signal. Aliasing is a major concern in the digital encoding of analog audio and video signals. Aliasing in video signals results in artifacts in video images that can manifest as jagged blockings or a tiling effect.clockingpulse Periodic signals generated by a timing source for purposes of synchronizing the flow of data within a computer or between computers across a circuit.Excerpted from Webster’s New World Telecom Dictionary by Ray Horak

Case study

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CRM Integrator is an Outlook plug-in which provides integration to Nortel’s BCM and Norstarplatforms. Call Control, screen-pops, outbound dialling, 24/7 call history and presence are allstandard features. Skype, Windows Live Messenger, Yahoo and Outlook Calendar integration have been added to the latest release of CRM Integrator for Outlook.

CALL Analyzer provides call reporting for Nortel’s BCM & Norstar CALL Analyzer is a web based application that provides over 35 customizable call that provides over 35 customizable callreports for single and muti-site solutions.Features include: Multi-site capability, Unlimited users, No limit to the number of phones monitored, Schedule and email reports, Specialty reports; Abandoned Calls, Call Forward, DND Activity, Holding Calls and many more.

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Toshiba and Westminster College

Toshiba America Information Systems, Telecommunication Sys-tems Division Strata CIX1200 VOIP

business telephone system brings reliabil-ity, mobility and $170,000 cost savings over seven years to Westminster College of Fulton, MO. Founded in 1851, it is a private college focused on liberal arts that is home to nearly 1,000 students.

Scott Lowe, CIO, said, “We wanted a reliable system with little to no maintenance costs and up-to-date telephony capabilities such as caller ID and call accounting.”

The college has a Strata CIX1200 IP business telephone system with a remote fiber cabinet. The system supports more than 1,000 ports spread across 28 build-ings on campus. In addition, there are 10 remote or mobile users off-campus. The system has a mix of Toshiba IP, digital and analog desk telephones, as well as Toshiba SoftIPT softphones for mobile and remote workers. Toshiba attendant consoles are used for operator stations.

The system includes Strata ACD Call Center Solution with two ACD groups, one for fundraising and the other for admis-sions. Calls are monitored using Ultimate Call Accounting to track calls, agent status and ensure smooth handling of more than 20,000 incoming calls each month.

The system also includes Strata MAS (Media Application Server), which allows multiple applications to reside on a single server, saving costs and reducing mainte-nance requirements. Running on it are the ACD Call Center Solution, Network eMan-ager remote administration and Stratagy

Voice Processing solutions.Rounding out the system is SIP Trunking

from Twist Networks, which replaces tradi-tional long-distance services at a much lower cost. The college has 20 unlimited channels for outbound calls covering all of the United States and Canada.

The new system is a big success. According to Lowe, “Our CIX1200 has brought the college into a whole new era of communications by delivering capa-bilities including Caller ID, speakerphones, call center, mobility, remote workers and remote administration, all for less than we were paying in maintenance for the old system.”

Using Toshiba IP desk telephones and SoftIPT softphones that work on a laptop computer or PDA, the college’s remote and mobile workers utilize their office tele-phone extensions from home or anywhere else as if they were in an on-campus build-ing. “The college’s remote workers simply plug their deskphones into any network jack and they function just like they’re sit-ting at a desk on campus,” Hymes added.

Using Network eManager Lowe can now remotely manage the entire telephone system from his desk. He said, “My staff can troubleshoot problems, make adds, moves and changes and more from their desktop PCs, which saves a lot of time.”

“Toshiba has given us the peace of mind that we have a top-of-the-line system for a price that meets our bottom line,” Lowe added. %For more visit telecom.toshiba.com.

U4EA and Dyke HouseU4EA Technologies, provider of integrated access technology for unified communica-tions, announced that their new partner, TrellisWorks, has successfully delivered and installed a WLAN solution to one of its customers, Dyke House School, a high school with more than a thousand students based in Hartlepool, UK.

“In specifying the solution,” said Bob Haskins, Director of TrellisWorks, “we were looking for a system requiring mini-mal configuration but allowing quick and easy monitoring of the access points from the center, and providing each of the user groups with its own VLAN, SSID and security password.”

The solution is based on U4EA's Fusion 300 WLAN Controller linked to Fusion 50 (802.11b/g). The system is optimized for environments with limited in-house IT or wireless expertise, and scales from a few up to 250 users. It has plug-and-play set-up with corporate-grade functionality such as automatic RF optimization, load balanc-ing, seamless roaming, security, integrated Radius and full carrier-grade voice QoS.”

“To be centrally managed and cover a number of departments across the school, we required a solution with ease of instal-lation, security and future scalability,” said Lee Miller, IT Manager of Dyke House. “U4EA’s products also have a high level of functionality including the latest security, and yet the system was set up within about 30 minutes. Our students have laptops, PDAs and are IP literate, so our wireless

network is a cornerstone in our strategy to enable pupils and staff to have full use and access to the school’s network and applica-tions in the coming years.”

“We are very pleased that our WLAN solution passed with flying colors,” said Adam O’Hare, U4EA’s European Sales Director. “Academic environments can be very difficult due to the number of user groups and locations spread across any campus. Our system proved easy to install, resilient and workable, bringing benefits of wireless to the school.” %For more visit u4eatech.com.

TelecomReseller 7 September/October 2009

Case study Case studyTalkSwitch

TalkSwitch, developer of phone sys-tems for small business, announced that MaidPro, a home cleaning fran-

chise organization, has TalkSwitch phone systems up-and-running in over 40 loca-tions throughout the United States, with more to come.

MaidPro chose TalkSwitch IP PBX sys-tems because they’re designed for small and multi-location businesses, delivering enterprise features that fit the small busi-ness balance sheet. Additionally, the sys-tem is flexible, scalable and easy to install and manage. It provides franchise locations

with cost-savings, consistent and profes-sional image and ability to connect any-where at any time.

“TalkSwitch understands the needs of small yet sophisticated businesses like ours,” said Jeff Wechsler, Vice President Strategy, R&D and Technology. “We looked at a lot of other systems and were extremely impressed with the level of knowledge and expertise they exhibited. The systems are easy to install, loaded with features our partners need to ensure service to customers, and offer an easy way to move to VoIP.”

The 480vs and 484vs are the most popu-lar systems among MaidPro franchise own-ers, who tend to use three lines for calling and one for fax with the 484vs also provid-ing VoIP capability. Their analog handset of choice is the TS-600 model, a speaker-phone featuring large backlit display and numerous one-touch feature keys. For IP phones it’s the TS-9133i. All TalkSwitch systems come with features like voicemail, voicemail to email, auto-attendants, call display, remote extensions, complete call control and call management. %For more visit talkswitch.com.

Telrex and FonalityTelrex, provider of the CallRex suite of IP call recording and call center optimiza-tion solutions, announced availability of an integration solution between CallRex Workforce Management software and Fonality’s PBXtra Call Center solution.

The software builds an historical data-base of workload and work time statistics collected from PBXtra. Optimized staffing schedules are created using the data to fore-cast incoming calls, emails and other non-call activities. Abandonment, shrinkage, and seasonal call volumes are taken into account to create schedules that best meet business needs. It can test what-if scenarios to view the impact call volume or staffing changes have on productivity and service level goals.

“CallRex Workforce Management soft-ware enables companies of all sizes to opti-mize their contact center staff and plan for business fluctuations,” said Robert Kapela, founder of Telrex. “When paired with call routing features in PBXtra, companies can maximize their staff and manage call vol-umes more efficiently.”

“With the release of this integration, Telrex is helping users harness the con-tact center information gathered by their Fonality phone system, allowing them to streamline operations and make informed staffing decisions,” said Corey Brundage, vice president of marketing and product management at Fonality.

Accurate forecasts allow managers to ensure the right people are in the right place to serve customers when they need it. The software features multi-skill forecasting, agent scheduling, vacation and exception management tools, and graphical agent roster. %For more visit telrex.com.

POWERContinued from page 5

line of surge protectors, power distribu-tion units (PDUs), remote power managers (RPMs) and a full-featured power monitor-ing software product. With this addition Para can now offer high-end three-phase solutions up to 750kVA.

The LP-33U and SG series deliver reli-able power protection, incorporating on-line, double-conversion technology and Redundant Parallel Architecture. Available in 10-60 kVA, the LP-33U transformer-less design and compact footprint creates less weight, better efficiency, easy front service access and low audible noise, mak-ing it suitable for both office and industrial environments. In addition, the LP series has eco-mode functionality, which incor-porates technology resulting in 98% power efficiency. The SG series includes a similar feature set and is available in various sizes up to 750kVA.

“By aligning ourselves with General Electric we are immediately able to offer much larger power protection solutions that many of our current customers are seek-ing,” stated Bill Allen, director of market-ing. “We are able to tap into a strong global service and support team, along with a field-proven, reliable product line.” %For more visit minutemanups.com.

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TelecomReseller 11 September/October 2009

By Bruce Herb, with Walt Medak

Q I just ran into a situation with our call center  when  trying  to  set  up  one  of 

our agents to be able to log into another hunt group to take calls, and it wouldn’t work. I have a number of people who log into  four  different  hunt  groups.  I  was trying  to get  this particular agent  to  log 

into  a  fifth  group  and  the  system  would give her the wave-off tone when she tried to  log  in.  Is  there  a  setting  somewhere that can be changed to allow someone to log  into  more  than  four  hunt  groups  at  a time? We currently have a Definity version 9.5.  I  had a  vendor  tell me  if  I  upgraded to one of the new systems it would allow 

the  agents  to  log  into  more  hunt  groups at the same time. However, I really don’t want to spend that much money if it’s not necessary.

A First, it’s not necessary to upgrade. Second, I’d be very wary of that vendor.

Upgrading to the latest and greatest is the

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Contact Center VoIP Solutions

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VideoconferencingUnified Communications

definity demystifiedeasy answer but not always the best solution. The way your call center is set up, each of the hunt groups is technically called a split. In a split-based environment, the physical phone extension is programmed into each hunt group the person will take calls from. The person sitting at the phone then logs in to each of the hunt groups, or splits, one at a time. Although the phone extension can be programmed into as many hunt groups as you want, the agent can only log in to a maximum of four at a time. This is the limit in your Definity 9.5 as well as the latest S-Class systems running the latest software.

However, I noticed that you have what is called “Expert Agent Selection (EAS)” and “EAS-PHD” already enabled. EAS is a completely different way of setting up a call center. Rather than being split-based like your system is now, an EAS call center is skill-based. The major difference is that the phone extensions are no longer pro-grammed into the hunt groups. In an EAS environment you create Agent-IDs that a person uses to log in. With EAS-PHD, the Agent-ID can be associated with as many as twenty different hunt groups, or skills. This should take care of your problem with plenty of room to spare.

See DEFINITY DEMYSTIFIED, page 27

September/October 2009 12 TelecomReseller

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How to get new customers for the price of breakfastBy Mark S.A. Smith

When the economy turns down, many sales people stop calling customers who have put their

purchasing decisions on hold. After all, when there’s no budget there’s nothing to sell, so why make a sales call? But the secret to long-term success lies in becom-ing the trusted advisor, the go-to person for telecom, for your current and future customers. Although most sales pros know this, few know how to effectively accom-plish it.

Here’s the problem. In a down econo-my, how can you remain a trusted advisor when you aren’t talking with customers? You can’t. If you want them to buy from you when they get budget, you must stay in touch and offer value now.

Here’s the two-part opportunity. Cement your current relationships and begin the process of becoming the trusted advisor for new customers. Now is the time to call everybody on your prospect and customer list. Because business has slowed down in general, you should have plenty of time to make these quick calls.

Here’s a sample script to start the con-versation. “I know you don’t have budget for telecom right now but I also know that’s not a permanent situation because you still have your job. So let’s have a conversa-tion about your future plans since I’m here to offer advice and help you plan for the future. Let’s meet for breakfast this week. I want to show you what’s coming so that when you do have budget you’ll be ready. What morning works for you?”

Breakfast makes the best time for meet-ings because everybody appreciates a free meal, and it’s the cheapest one you can buy. If you schedule correctly you can have two breakfast meetings every morning, giving you 10 face-to-face calls a week.

In the meeting, instead of pitching your product ask these four questions.

“When do you think the economy is going to turn around?” This identifies the people you need to track. If they think the economy is recovering or will soon, they are more likely to buy than someone who’s afraid to spend.

“What’s the next step in moving towards the telecom vision for your company?” This identifies the next logical purchase. If you can help him take that step, this is a warm prospect.

“Where do you think the funding will come from to do that?” If funding is com-ing, you’re getting hotter. If not, perhaps you can help with leasing, trade-in allow-ances or budget reallocation from opera-tional savings.

“What can I do to help?” This is the ulti-mate sales close because it doesn’t sound like one. You’ll be surprised and delighted with the answers you get.

Now you can talk about your offerings in the context of helping them get to where they want to go. Voila, instant trusted advisor. When their budgets return, these customers will now come to you.

Mark Smith is co-founder of Outsource Channel Executives, who work with tele-com vendors and distributors to develop and deliver sales channel enablement pro-grams. Reach him at mark.smith@OCEinc.com or twitter.com/marksasmith.© 2009 Mark S.A. Smith. All rights reserved. First serial rights granted to Telecom Reseller.

artifact Unintended and unwanted distortions or other aberrations in reproduced audio or video due to transmission errors or signal pro-cessing operations. Artifacts often result from the use of lossy compres-sion algorithms at high compression ratios. Artifacts in video images can manifest as jagged blockings or a tiling effect known as aliasing, band-ing of colors, white spots, and even dropped frames.Excerpted from Webster’s New World Telecom Dictionary by Ray Horak

TelecomReseller 13 September/October 2009

emFA

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erry® A

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Use any fax machine in the world as a printer

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emFAST Inc., m

anufacturer of the FACSys

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essaging Gatew

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essage will be printed on the fax m

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Autonomy, provider of infrastruc-ture software for the enterprise, announced enhanced functionality

for their etalk contact center platform. New functionality includes additional integra-tions with telephony platforms, improved quality monitoring and performance man-agement and thin client support, as well as capabilities for workflow optimization, compliance and insider theft protection.

etalk now provides expanded support for a wide range of telephony integra-tors, including Cisco, Avaya and Genesys, to deliver both contact center and non-traditional recording deployments. It has expanded software support for third-party system integrators, further committing to its open-systems policy.

New reports, workflow management, and web survey options are now available to help contact center managers improve agent evaluation and quality monitor-ing processes. By automatically analyz-ing evaluation and survey information and feeding that information back into the sys-

tem, it identifies trends at the agent, quality assurance team and customer levels. This enables managers and company executives to form an understanding of performance from multiple angles and allows them to optimize service while driving operations that are in line with corporate strategies.

“Autonomy etalk remains committed to delivering cost-effective solutions for businesses looking to drive strategic con-tact center operations without hefty main-tenance and IT interference,” said Jeff Westover, vice president. “By offering a thin solution along with a wide range of integrations and proven scalability, we optimize the operations of all our custom-ers, from small contact centers to large geographically-dispersed enterprises.”

The Interaction Control Element (ICE) monitors audio and screen activity and applies compliance and governance to all employee interactions and system activities that are subject to specific policies. It can automatically mask or mute customer sen-sitive data for Payment Card Industry (PCI)

Autonomy etalk

speeCH

compliance as well as prevent data loss by alerting compliance officers to potential breaches. Because it can be leveraged as a workflow monitoring tool, it allows depart-ments to optimize business processes while automating legal compliance, information governance, policy management and data loss protection. %For more visit etalk.com.

HOSPITALITYContinued from page 5

calls from FXS ports can be routed through an appropriate network. It can handle calls on all ports simultaneously, allowing full traffic.

Using the gateway for multi-branch voice communication, an organization has low-tariff Internet telephony by establish-ing calls directly between two destinations. Alternately it can also act as a SIP client with the flexibility to register with multiple service providers.

Features like programmable access

codes, automatic number translation, CLI- based routing, emergency number dialing, least-cost routing and automatic mobile network selection ensure operational ease and convenience.

Sajeev Nair, Product Manager, said, “The challenge for our design engineers was to provide SME customers all the advantages of high-end telecom switches. Key concerns were connectivity, functionality, flexibil-ity and cost. It supports all new telephony technologies and at the same time existing infrastructure is not rendered fruitless.”

Setu VGFX is available in three mod-els: VGFX8422 with 8 VoIP channels, 4 GSM ports, 2 FXO ports and 2 FXS ports; VGFX8440 with 8 VoIP channels, 4 GSM ports and 4 FXO ports; and VGFX8404 with 8 VoIP channels, 4 GSM ports and 4 FXS ports.

It is a single-box solution and users can make calls using standard telephony instru-ments. Peer-to-peer calls eliminate the role of IP-PBX or SIP proxy server to establish calls over the Internet. It facilitates easy and low-cost communication between geograph-ically-spread multi-branch offices. The user can access the GSM and POTS facilities of the remote branch office to make calls and save long-distance charges. %For more visit matrixtelesol.com.

September/October 2009 14 TelecomReseller

NETWORK FAX HAS NEVER BEEN THIS EZIntroducing the FACSys® EZ Fax Gateway from emFAST Inc.

analoganalogFOIPFOIP

INTEGRATING FAX WITH AVAYA MADE EZ

The FACSys® EZ appliance is a self-contained fax server - preloaded with FACSys® Foundation software. With FACSys® EZ, anyone on the network can send and receive faxes through a desktop client, browser, e-mail interface, MFP device or a fax-enabled application.

Discover just how easy network faxing can be with the FACSys® EZ Fax Gateway.

www.FACSys.com/AvayaExtra | 1.866.436.3278

EZ SOLUTIONS

FACSys® EZ is available in two versions: FACSys® EZ | Analog, which connects to analog telephone lines using the Quintum Tenor AF Series Gateway and FACSys® EZ | FoIP, which connects directly to VoIP switches that support the T.38 protocol - Fax over IP (FoIP). With a seamless upgrade path to migrate to enterprise-class software solutions and the investment protection afforded by being able to easily add channels or migrate from analog connectivity to a FoIP environment, FACSys® provides a cost-effective and cost-saving fax messaging solution for every office environment.

www.ocsforum.comThe era of Presence is here.

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Customers that do not require the extensive throughput, additional functionality, fault tolerance and

load balancing capabilities of FacSys Enterprise can still benefit from its archi-tecture but with a more economical price tag with FacSys Foundation. It delivers the same performance with added benefits of new functionality enhancements and increased scalability.

Routing enhancements provide more options with regards to how FacSys docu-ments will be routed and increase the ease of doing this. Collaboration enhancements improve communication and collabora-tion amongst team members that require both access to and knowledge of the same

FacSys documents.Content management enhancements

facilitate search, storage and retrieval in order to maintain compliance with legisla-tive requirements and company policies. Support for FoIP provides IT managers with the opportunity to improve use of the corporate telephony infrastructure. It also enables them to create a boardless FacSys Server application using VMWare/Hyper-V virtualization while maintaining full functionality.

It also includes a revamped browser interface (FacSys Web Access) to enable deployment-free client access to the server

See emFAST, page 30

emFast FacSys FoundationFax is Dead!By Peter Valier, Director of IT, emFast

We have all heard or seen this proclamation many times. Take into consideration the last time

you tried to; carry out a real estate transac-tion, renew a prescription at the pharmacy or purchase a new insurance policy without resorting to sending faxes as a method of communicating information. While you may not see it, a number of industries continue to rely on fax messaging as an ele-ment of their business transactions.

While the popularity of faxing as a transmission medium is on the wane for general messaging, there are a number of industries where it is still considered a crucial method of business communication.

For those companies that are still required to deal with faxes in areas such as health-care, insurance, banking and legal, there are a number of options available.

Server-installed network fax software was available even before the release of Windows NT. It gave users the ability to send and receive messages at their desktop and resulted in productivity increases and-savings from infrastructure consolidation but at the cost of maintaining additional server infrastructure. The introduction of Internet-based fax services allowed users to dispense with the physical infrastructure, some associated management and operating costs required for premise-based solutions

See FAX IS DEAD, page 30

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