Millennium General Information Guide 2006 - Telephone … · End-to-End Quality of Service : The...

General Information Guide

eOn Communicat ions Corporat ion 800-955-5321 | in [email protected] | www.eoncommunicat ions.com

eOn Communications, the mark of eOn and Millennium, are trademarks of eOn Communications Corporation. All other trademarks mentioned in this book are the property of their respective owners. Information is subject to change without notice. eOn

Communications Corporation reserves the right, without notice, to change its products as progress in engineering or manufacturing methods or other circumstances may warrant.

© 2008 eOn Communications Corporation of 31

Contents

Product Overview 3

Millennium IP Telephony 7

Millennium Architecture 10

Millennium System Management 13

IP & Digital Telephones 15

Millennium Networking 18

Millennium ACD & Reporting 21

Millennium CTI 24

Millennium Worldwide Connectivity 26

Voice Mail 27


Product Overview

Powerful, Reliable and Flexible Communications technology powers the way we do business,

so the choice of technology is key to gaining a competitive

edge. The Millennium provides the technology for your

business communications needs. The system is a highly

reliable, feature-rich enterprise communications platform,

gained from 20 years of continuous product development and

more than 10,000 enterprise business customer

implementations supporting over a half million users worldwide.

The Millennium delivers a comprehensive portfolio of solutions to help employees work more efficiently,

access information more easily, and serve customers better. The system’s flexibility and breadth of

features ensure the needs of all businesses are met with supporting traditional circuit switched or packet

switched Voice over IP (VoIP) infrastructure. With the Millennium, you have all of the business features

you expect and the sophisticated call-handling capabilities you want integrated in a robust

communications system.

Key Features

IP Telephony The Millennium system offers IP, digital, and analog technologies—enabling you to deploy

traditional, IP telephony or a combination of both when and where it’s right for your organization.

Whether you need to connect several phones in an office, hundreds of phones in a campus

environment or clusters of remote workers, Millennium allows you to create a virtual enterprise,

maximizing productivity while reducing networking and equipment costs.

Architecture The modular architecture of the Millennium allows it to be configured in a variety of ways - PBX,

IP gateway, key system, hybrid, tandem switch, channel bank, protocol converter, or conduit for

data applications. Digital capability, universal ports, highly adaptable programmability, and

architectural flexibility are inherent in the system design. With the most complete telephony

feature offering, no business has to make compromises on how to process critical customer calls

System Management The Millennium’s real-time monitoring and management tools operate network-wide, with

reporting capabilities that help to maximize system reliability across the entire enterprise.

Extensive management and cost control features ensure system administrators can account for

costs, track phone usage patterns, and perform traffic analysis. Additionally, Millennium’s

database programming interface is intuitive and easy-to-use making installations simple and

economical to maintain.

IP and Digital Telephones Bringing all the powerful features and services of the Millennium to each desktop helps

employees communicate better and improves productivity company-wide. Choose from a wide

selection of digital telephones to match the specific needs of each employee. If the enterprise is

seeking to bring VoIP to the desktop, the eNterprise IP telephones provide the robust feature set

of our traditional digital telephone portfolio with IP telephony administrative advantages, such as

lower-cost adds, moves, and changes, that are inherent with IP phone administration.

Networking and Fiber Optics Utilizing circuit-switched and packet-switched VoIP telephony, the Millennium’s networking

capabilities and unmatched data connectivity facilitates communications across geographically

dispersed locations. The system’s comprehensive networking solutions help businesses

consolidate resources as well as ensure call answering and routing consistency throughout all

locations. Additionally, the Millennium supports the placement of remote shelves via multimode

fiber optics which increases the service area of a single system providing an ideal solution for

municipalities, multi-story installations and campus environments.

ACD and Reporting Advanced automatic call distribution is fully integrated with the Millennium providing the powerful

call handling features required in call center environments. The Millennium coupled with its real-

time reporting software allows managers to use both historical and real time data to reallocate

agents and resources, forecast future requirements, and plot the long range calling patterns to

determine if service level objectives are being met. A powerful solution that is cost effective for

small to medium size businesses.

CTI The Millennium offers a standards-based CTI solution that includes support for native CSTA

interfaces and third-party TAPI, TSAPI and CSTA applications. It provides customers with a

common open-platform for building sophisticated, cost-effective computer telephony solutions.


Through integration with existing customer databases and third-party TAPI applications, the

Millennium can provide visual call control and call monitoring to enable presentation of caller

information based on Caller ID, ANI, or DNIS.

Worldwide Connectivity With systems installed in over 35 countries, the Millennium provides you the assurance and

peace of mind that your international connectivity needs of tomorrow will be met. The system’s

inherent flexibility makes it easy to adapt to international protocol standards.

Voice Mail and Unified Messaging In today's competitive business environment, organizations require a complete solution for

managing all forms of communications. The fully integrated unified messaging solution that meets

these needs today is the Millennium’s voice processing system. No other voice processing

system in the marketplace can match its unique combination of flexibility, scalability, system

integration, and overall value. All platforms offer extensive functionality and offer a highly efficient

means of managing voice, fax and data communications.

Key Benefits

Investment Protection The Millennium can be IP-enabled at a pace that's right for business. This provides excellent

long-term value as organizations evolve their telephony investments to emerging new

technologies. The Millennium offers all of the rich features and benefits of traditional telephony

solutions today, while taking advantage of the latest in converged network technology. As your

business grows and changes, Millennium and its applications can grow right along with it.

Lower Cost of Ownership The Millennium is easy to install and simple to maintain which means lower training and support

costs. The ability to improve collaboration between multiple locations and remote workers delivers

significant cost reductions in travel expenses and facilitates faster, informed decision-making.

Lower operational costs equates to a faster return on investment.

Improved Communications The powerful combination of the Millennium’s switching, telephony features and tight integration

with its voice applications provide benefits not available with other solutions. As a result, the

Millennium can deliver productivity tools that improve communications with your customers and

employees.



Scalability With the ability to grow from as few as 16 users to over 1,000 universal ports in a building block

configuration, the Millennium provides the scope your business needs to grow and change,

enabling you to take advantage of future developments and purchase more capacity as you grow

without sacrificing your original investment.

Reliability To businesses of all sizes, voice communication is critical. The Millennium system components

have shown MTBF statistics averaging 10 years. The system’s robust processing power supports

your business growth by handling traffic volumes up to 40,000 Busy-Hour-Call-Completions

(BHCC) per hour. Additionally, the system has been rugedized for special applications such as

shipboard environments.

Millennium IP Telephony

More than ever, companies are building virtual enterprises with

converged networks to connect themselves more closely to their

customers, suppliers, remote workers and their own offices. Distance

is no longer a barrier to doing business and communications is the key

capturing new markets, improving employee collaboration and serving

customers better.

The Millennium can enable you to reduce your operating costs and

maximize employee effectiveness while providing the best of both

digital and VoIP technology in one platform. Whether you want to implement VoIP gradually or build a

VoIP infrastructure from scratch, the Millennium provides you the freedom to choose when to deploy this

technology.

Millennium IP Telephony Key Features Smooth Migration With the Millennium, you have a cost-effective option for migrating to IP telephony using your

existing equipment. The Millennium uses a fully integrated universal VoIP gateway card that can

be used for network trunk access or IP station devices. The card plugs into the shelf with the rest

of the telephony interface cards. The result is a blending of the reliability of Millennium’s

traditional voice technology with the advanced applications and cost effectiveness of IP

technology.

Cost-Effective Communications IP Telephony is growing throughout the world as communications decision makers begin to take

advantage of the potential cost savings afforded by converged infrastructures. Voice calls can be

transmitted over existing data networks allowing organizations to avoid public call charges. These

savings are most attractive where costs are extremely high such as calling international offices.

Virtual IP Networking Whether you need to connect several phones in an office, hundreds of phones in a campus

environment or clusters of remote workers, the Millennium allows you to create a virtual

enterprise, delivering all the features and benefits of a traditional PBX without the geographic


boundaries of the past. Utilizing the Q.SIG protocol over VoIP data lines, Millennium and eQueue

systems networked together can take advantage of enhanced networking and feature

transparency between systems.

Standards-Based IP Solution The eOn IP Phone 500 and eNterprise IP telephones comply with

industry standards, including SIP and Dynamic IP Support (DHCP

and PPPoE). They provide easy access to the Millennium’s advanced

telephony and messaging features to users located anywhere there is

an IP network connection. The phones are WAN/LAN capable using

10/100 base-T Ethernet with auto-sensing and switching. Users will

also enjoy the benefits of 3rd-party IP softphones, software that

allows calls to be made and received through a PC. Additionally, the

Millennium provides superior echo cancellation utilizing the G.168

codec and supports multiple voice compression codecs, including:

G.726

G.729 A/B


G.723.1

G.711 A-law and Mu-law

G.726-16

Productive Teleworkers Remote office personnel can now have access to voice and data networks equal to their office

colleagues. Users of eOn’s IP telephones enjoy the benefits and features currently available to

digital telephones, regardless of their location. Enterprise-enabled remote workers have access to

features like 4-digit extension dialing, conferencing, voice messaging, and other productive call

handling features. This helps to reduce overhead and absenteeism by giving staff the choice of

working from home.

End-to-End Quality of Service The Millennium’s IP technology assures consistent speech quality by providing alternate paths to

guarantee a continuous flow of packets regardless of the congestion on the network. The system

also supports Quality of Service (QoS) protocol DiffServ, which identifies voice packets as having

a higher priority and ensures voice connections are not delayed or dropped due to interference

from lower priority data traffic. Even in the event of a network failure, the Millennium’s Least Cost

Routing features can be invoked to allow backup use of traditional T1 or analog trunks.

Easy Administration IT personnel can benefit from IP telephony administrative advantages, such as lower-cost adds,

moves, and changes, that are inherent with IP phone administration. IP phones can be moved

from one location to another location without assistance of qualified technicians. Additionally,

remote VoIP diagnostics, software updates and system configuration via the Internet make

installations simple and economical to maintain.

Millennium IP Telephony Key Benefits

Improve employee productivity by sharing system resources across multiple sites.

Reduce networking costs by using the existing WAN to carry VoIP calls between networked

locations.

Lower employee absenteeism by offering effective work-at-home solutions with VoIP connectivity.

Deploy IP telephony when and where it’s right for your organization without any compromise in

reliability or feature capabilities.


Millennium Architecture

The Millennium is an extremely flexible system that works as a

PBX, IP gateway, key system, hybrid, tandem switch, channel

bank, protocol converter, or conduit for data applications. The

Millennium is digital end-to-end, IP and TDM compatible on

both the station side and network side. IP capability, universal

ports, highly adaptable programmability, and architectural

flexibility are inherent in the system design. Regardless of

utilized capacity, the system is non-blocking with consistent

speech quality. The system's stored-program database

contains a full complement of software feature applications.

Millennium Architecture Key Features

Reliability To businesses of all sizes, voice communication is critical. The Millennium system components

have shown MTBF statistics averaging 10 years. The system’s robust processing power supports

your business growth by handling traffic volumes up to 40,000 Busy-Hour-Call-Completions

(BHCC) per hour. Additionally, the system has even been “rugedized” to adapt to the severe

environmental conditions that may exist in shipboard applications.

Flexibility The Millennium can be IP-enabled at a pace that's right for a business. Combined with IP-

enabled solutions, Millennium offers all of the rich features and benefits of traditional telephony

solutions today, while taking advantage of the latest productivity-enhancing applications and

networking efficiency of IP.

Modular Design With the ability to grow from as few as 16 users to 1024 universal ports in a building block

configuration, the Millennium offers tremendous expansion capabilities so that your system

continues to meet overall communication needs as your business evolves without sacrificing your

original investment.

The system consists of two basic cabinet configurations:



8-slot cabinet - The 8-slot cabinet provides eight 16-port card slots for a total of 128

available ports. The cabinet may be expanded by adding two 4-slot expansion

cabinets for a total of 256 ports, creating a full shelf.

16-slot cabinet - The equivalent of a fully expanded 8-slot cabinet, the 16-slot cabinet

provides 256 available ports. The 16-slot system may be expanded further by

stacking up to three additional cabinets for a total of four 16-slot cabinets with a

capacity of 1,024 ports.

The Millennium is capable of being rack, wall, table or shelf mounted. The standard 19”

rack mount option facilitates co-location of the system with IP networking equipment.

System features include support for: eNterprise IP Telephones

eNterprise 2-wire Digital Telephones

3rd-Party SIP-compliant IP Telephones and Softphones

CSTA, TAPI and TSAPI-compliant CTI Applications

IP Trunks and Networking (IP Q.SIG)

T1 and ISDN PRI Digital Trunks and Networking

Analog Trunks with Caller ID (Loop Start / Ground Start / E&M Tie Lines)

Analog Stations (Analog Phones / Fax Machines / DID Stations / Voice Mail Ports)

10/100 Base-T Ethernet for LAN/WAN Connectivity

Millennium Architecture Key Benefits

Enables your business to take advantage of flexible deployment options with investment

protection for the future.

Reduces your capital expenditures and operating costs.

System is fully programmable to provide a wide variety of station and system features that will

meet the needs of virtually any site.


Millennium System Management

The Millennium delivers a powerful suite of applications that enables traffic analysis, configuration of

Millennium digital and IP telephones, and performance of call tracking and billing functions—either on site

or remotely over the web. The system’s real-time monitoring and management tools operate network-

wide, with reporting capabilities that help to maximize system reliability across the entire enterprise.

Extensive management and cost control features ensure system administrators can account for costs,

track phone usage patterns, and perform traffic analysis. Additionally, Millennium’s database

programming interface is intuitive and easy-to-use making installations simple and economical to

maintain.

Millennium System Management Key Features

The Millennium platform offers extensive management, security and cost control features

including:

Reduced Power Consumption

Station Monitoring

Reduced Costly Floor Space

Station and Trunk Class of Service and Profiles

Traffic Measurement and Reporting

Trunk Problem Tagging

Variable System Timers

E-911 Compliance

2-Wire or CAT5 Cabling

E-911 Page Notification

Station Message Detail Recording (SMDR)

Automatic Station Relocation

Time of Day Restrictions

Remote Maintenance

Feature Access Control

Battery Backup

Call Duration Timer

IP Telephone Configuration via Web Browser



Millennium System Management Key Benefits

System security through multi-level system password protection, as well Station Message

Detail Recording, which can help to track attempts at unauthorized use of the system.

Cost containment through the use of account and authorization codes, toll restriction, and

Least Cost Routing.

Simplified installation, configuration and management across one or multiple sites.

Tracking and reporting helps businesses benchmark and improve communication processes,

especially those related to employee productivity and customer service.

IP & Digital Telephones

As your company's communications gateway to the world, the telephone is a critical component of

business operations and should offer the utmost in functionality, versatility and reliability. Bringing all the

powerful features and services of the Millennium to each desktop helps employees communicate better

and improves productivity company-wide.

eOn offers a new family of IP and digital telephones to improve employee productivity and reduce

operational expenses. Designed with modern office aesthetics in mind, users of the eNterprise

telephones will immediately feel comfortable with these phones as they operate similarly to eOn's

traditional digital telephones.

Excellent voice quality, simplicity of use and ease of installation are guaranteed with all of our telephones.

Choose from a wide selection of models to match the specific needs of each employee.

eNterprise IP Telephones

eNterprise 7022IP

Executive-class IP phone with full-duplex speakerphone, echo cancellation and two-line by 20-character display provides intuitive user access to the Millennium's advanced call handling and messaging features. Adjustable contrast and backlit LCD supports viewing in a wide range of user environments. In addition to 12 feature keys, this model supports ten fully programmable buttons with dual color LEDs. Ideal for office professionals with moderate call volumes, this telephone complies with industry standards including SIP, DHCP, PPPoE, PoE and is remote software upgrade-capable. Internal 10/100 Layer 2 switch enables the user's phone and PC to use the same network port for voice/data connectivity.

eNterprise 7032IP

Designed for executives and office administrators, this multi-line IP telephone features a full-duplex speakerphone with echo cancellation and access to the Millennium's sophisticated call handling and messaging features. Adjustable contrast and backlit two-line by 20-character LCD supports viewing in a wide range of user environments. In addition to 12 feature keys, this model supports up to 20 fully programmable buttons with dual color LEDs. Well-suited for executives and call coverage positions with high call volumes, this phone complies with industry standards including SIP, DHCP, PPPoE, PoE and is remote software upgrade-capable. Internal 10/100 Layer 2 switch enables the user's phone and PC to use the same network port for voice/data connectivity.


eNterprise 7048IP - LCD

Ideal for centralized attendant and call coverage positions, the 48-button expansion module with a two-line by 20-character backlit LCD display can be connected to the 7022IP and 7032IP telephones. Up to four modules can be connected to each phone providing up to 212 buttons. Each button is fully programmable as either a line appearance, feature or Direct Extension Selector (DES).

eNterprise 7048IP

The 48-button expansion module is also available without a display. Up to four modules can be connected to the 7022IP or 7032IP telephones providing up to 212 buttons. Well-suited for centralized answering positions, each button is fully programmable as either a line appearance, feature or Direct Extension Selector (DES).

eNterprise Digital Telephones

eNterprise 6022D

The 6022D model is the ideal choice for office professionals and technical specialists. It offers a two-line by 20-character backlit display, enhanced speakerphone, 12 feature keys and 10 programmable buttons with dual-color LEDs. Dedicated message waiting and incoming call indicator provides quick visual indication of phone activity from a distance. The phone is desk or wall-mountable and has an integrated headset jack that supports non-amplified headsets.

eNterprise 6032D

The 6032D model is designed for executives and office administrators with high call volumes. It offers a two-line by 20-character backlit display, enhanced speakerphone, 12 feature keys and 20 programmable buttons with dual-color LEDs. Dedicated message waiting and incoming call indicator provides quick visual indication of phone activity from a distance. The phone is desk or wall-mountable and has an integrated headset jack that supports non-amplified headsets.

eNterprise 7048IP - LCD

The 7048IP button expansion model is designed to work with both the IP and digital eNterprise telephones. The unit offers a two-line by 20-character backlit LCD display and 48 buttons that can be programmed as features, line appearances or direct extension selectors. Up to four expansion modules can be connected to the 6022D or 6032D telephones.



eNterprise 7048IP

The 48-button expansion module is also available without a display. Up to four modules can be connected to the 6022D or 6032D telephones providing up to 212 buttons. Well-suited for centralized answering positions, each button is fully programmable as either a line appearance, feature or direct extension selector.

PC Attendant Console

Millennium Navigator

A powerful hardware and software-based attendant package designed for use with the Millennium, Navigator presents to the attendant console all the information necessary to process each call, including appropriate answer phrases, company directories, and real-time employee status. These features make the Navigator especially useful in centralized attendant environments, answering services and multi-tenant applications.

Millennium Networking

Networking helps businesses consolidate resources as well as ensure call answering and routing

consistency throughout all locations. Whether you need to network diverse locations, branch offices or

integrate remote workers, the Millennium’s powerful networking capabilities make communication

processes simple, faster, transparent and cost-effective. The system supports a variety of IP, analog and

digital protocols to tie locations together to provide a consistent front-end service for your customers and

maximize productivity by networking your resources together.

Millennium Networking Key Features

Virtual Private Networking Whether you need to connect several phones in a office, hundreds of phones in a campus

environment or clusters of remote workers, the Millennium allows you to create a virtual

enterprise, maximizing employee productivity while reducing networking and support costs. With

the Millennium’s packet voice and compression technology, enterprises can use their existing

Wide Area Network (WAN) to carry their voice traffic taking advantage of lower-priced carrier

VoIP services. The system also integrates easily with existing ISDN/PSTN carrier services.


Feature Transparency Whether systems are networked together via circuit-switched or packet-switched VoIP data lines,

the Millennium utilizes the Q.SIG protocol to provide enhanced networking and feature

transparency between systems. Additionally, the Q.SIG protocol, a worldwide standard for

connecting multiple vendor PBXs, allows the Millennium to interconnect with other systems that

adhere to this standard.

Resource Consolidation An effective communications network can cut costs by the centralization of trunks, least-cost

routing and call control. Centralization of facilities can benefit a company greatly since cost

savings can be gained by allowing users at several locations to share the use of these facilities.

Common Dialing Plans The system supports up to 50 remote nodes and a virtually unlimited number of extension

groups, which enables the use of common dialing plans across the network. Consistency in

dialing plans results in the ability to provide direct station-to-station dialing between locations as

well as identical feature access and dialing procedures.

Faster Call Setup Intra-network dialing allows direct station-to-station dialing without having to dial an access code.

All extension lengths can have equal designations, typically three to four digits. Calls processed

via ISDN PRI or T1 on both ends have faster set up and connection times compared to analog

calls.

Calling Party Information With networking, any calling party information that passes through the main system is transferred

with the call and displayed at the destination desktop. Before you answer a call, you immediately

know the type of call, who is calling and if the call is from another company location. Personnel in

call coverage positions are no longer presented with blind transfers and recalls.

Networked Operator Services Calls can be routed to operators anywhere in the network to provide round the clock service

whenever customers call.

Centralized Voice Mail/Auto Attendant A single centralized voice mail and auto attendant system saves money and expedites

information sharing, allowing for consistent front-end service, multi-site distribution lists and


simplifies the administration of new extensions. The system is able to automatically redirect

unanswered calls to the personal greeting of the originally called station as well as users can

send and forward messages to anyone on the network.

Remote Fiber Equipment System supports direct fiber optic connection of remote shelves. This application supports up to

three remote shelves in a star configuration up to 2 km (1.24 miles) from the main system. Rather

than having two complete systems tied together, remote shelves run directly off the main shelf

and act as a single switch. This allows the system to be located closer to the users it serves

thereby increasing the service area of a single system - an ideal solution for many campus

environments and multi-story installations.

Remote Office Data Communications Data can be transmitted through the system to videoconferencing

systems, terminal adapters, routers and modems to access the

LAN and the Internet. Enterprise video conferencing delivers

significant cost reductions in travel expenses as well as the ability

to conduct more productive meetings.

Millennium Networking Key Benefits

Standards-based solution optimized for multi-site and distributed environments, provides

advanced services all across the organization, including branch offices and teleworkers.

The Millennium's networking capabilities help your business to consolidate resources and

save money.

Seamless call handling ensures calls are routed consistently and your customers do not

have to call a separate number to reach the remote sites.

Centralized messaging and auto attendant system extends these services to sites too

small to justify a dedicated system.

The ability to connect remote fiber shelves to a Millennium hub eliminates the need to

purchase a separate switch for each location.

Enterprise video conferencing facilitates quick and efficient decision making.


Millennium ACD and Reporting

Picture a business communications system with virtually no busy signals, caller

delays, or abandoned calls. Callers are automatically routed to your agents, and

the workload is evenly distributed. Supervisors can see real-time status displays

or view reports of call activity. As a result, your business is more productive and

efficient. And you can even offer services that obviously differentiate you from

your competitors. But best of all, the return on investment is fast. And it's all made

possible by the Millennium's inherent Automatic Call Distribution (ACD) capabilities combined with the

Real Time ACD monitoring and reporting application.

The Millennium provides cost-effective call center capabilities for almost any size business. You can now

have a powerful ACD system that routes calls based on who is calling and who's available or who's

qualified to take the call. The benefits of a Millennium ACD environment are easily cost justified - even

with only a few people to handle your inbound calls. So, even with a small budget, your company doesn't

have to seem small to your customers.

Millennium ACD Key Features

Advanced Call Routing Routing plans can determine the destination of a call based on a variety of factors, such as: agent

availability and qualifications, calling party or called party information, including the number of

callers in queue and the length of the longest queued call.

Music-on-Hold Capability Callers in queue can be played music and recorded messages that encourage them to hold until

an agent is available, allowing you to present a courteous and professional image to customers.

Remote Agents Off-premises agents can log in and log out, or on-site supervisors can log a remote agent on or

off. Performance statistics are gathered as for local agents, and remote agents can be monitored

through Real Time ACD. Further, this feature can be used with networked Millenniums enabling

agents in a remote system to log into a group in the hub system.


Agent and Group Activity The Real Time ACD software package provides up-to-the-second call center statistics. The

customizable screens display agent and group performance with color coding for immediate

visual identification as well as audio alarms to alert you to problems requiring quick attention.

Sophisticated Monitoring With a simple mouse click, the supervisor can remotely logon, logoff, monitor or call an agent and

even view the agent’s picture. Graphs provide a quick and easy way to compare an agent’s

performance with group norms. Together, these parameters help a supervisor identify agents who

are not meeting performance standards, thus enabling management to take corrective measures

by providing additional training or coaching.

Traffic and Device Analysis The software package also allows the supervisor to oversee and report on incoming and outgoing

call traffic as well as monitor devices and features on the system that may be misused by agents.

Accurate Reporting Management information on call handling and agent productivity is critical to analyzing the

performance of a call center. Customized reports are available in both graphical and text

versions.


Millennium ACD and Reporting Key Benefits

Distribution of calls to the agent or group most capable of handling the inquiry and

providing music and messages improves customer satisfaction by demonstrating respect

for the customer's time and concern for the customer's needs.

Efficient call distribution reduces call time and costs, always a concern when customers

are calling your toll-free number.

Real Time ACD gives supervisors a powerful tool at their fingertips for tracking and

monitoring agent productivity.



Millennium CTI

The Millennium offers a standards-based CTI solution that extends the

system’s native CSTA interface to include support for third-party CSTA,

TSAPI and TAPI applications. The Millennium CTI Server is a

communications server that provides customers with a common open-

platform, based on the broadly supported CTI interfaces, for building

sophisticated, cost-effective computer telephony solutions. Through

integration with existing customer databases and third-party

applications, the Millennium CTI Server can provide visual call control

call monitoring to enable presentation of caller information based on Caller ID, ANI, or DNIS.

illennium CTI Key Features

and

M

software, can be integrated cost

ffectively with the call processing features of the Millennium.

integration between the Millennium and a

company’s business applications and databases.

illennium CTI Key Benefits

Integration with TAPI Applications The CTI Server integrates with Windows TAPI-compliant applications, such as Microsoft

Outlook®, via the eOn Telephony Service Provider Interface (TSPI). The TSP interfaces the TAPI

application to the Millennium for making and receiving calls with the simple click of a mouse.

Third-party TAPI-compliant applications, such as PC-phone control, contact management,

personal information managers, and intelligent "screen pop"

e

Developer's Toolkit Your programmers can build custom applications that meet your specific needs. A software

development toolkit, provided with the CTI Server, contains detailed information on supported

CSTA and TAPI messages, packet layouts, sample code, examples of usage, references to

standards, and header files for C/C++ developers. With this information, software developers and

system integrators can integrate their business applications with the CTI Server to provide single-

agent monitoring applications to sophisticated software phone control. The toolkit provides the

technical information needed to enable reliable

M

computer telephony capabilities of your

existing business and call center applications.

Improved business efficiency by expanding the

Enables business application automation based on carrier call data and/or user provided

call data from IVR systems.

Callers receive quicker and better service because personnel who answer the calls have

access to customer records from the moment they pick up the phone improving customer

satisfaction.

Efficient delivery of caller information to the agent desktop means that calls are shorter,

reducing network costs and enabling agents to handle higher call volumes.

Developer’s toolkit facilitates custom development of desktop and server applications,

screen pops, IVR integration and CRM applications to enhance customer service and

reduce operational costs.



Millennium Worldwide Connectivity

When you purchase telecommunications equipment today, you want the

assurance that it will meet the universal accessibility and worldwide

connectivity needs of tomorrow. The Millennium provides you that

assurance, and in fact, has systems installed in over 35 countries worldwide.

Inherent to the system is the ability to adapt easily to standards used outsid

of North A

e

merica.

Worldwide Connectivity Key Features:

E1

- 75-Ohm Interface

- 120-Ohm Interface

ETSI PRI or Euro-ISDN

Overlap Sending over PRI

French PRI VN4

National Variants of R1 and Q.421 R2 Digital Trunk Signaling

600-Ohm and 900-Ohm Analog Trunks

Foreign Tones and Cadences

A-Law/Mu-Law Conversion

Protocol Conversion between Existing Equipment and Central Office Upgrades

Telephone LCD Display Support for 13 Foreign Languages

Support for T1s and E1s in the Same System

Automatic Detection of Valid Clock Source

Voice Mail

The eOn family of voice processing systems includes the eOn Voice Processing System (eVPS) and the

eNterprise IP Messenger. Scalable from 8 to 48 ports, the eVPS provides enterprises with a

comprehensive portfolio of applications to address all of your messaging needs. For small or large

applications, the eNterprise IP Messenger provides a cost-effective IP-based voice mail, auto attendant

and unified messaging solution.

eOn Voice Processing System

The seamless integration of today's communication media into a single, robust platform provides

a sensible, cost-effective approach to meeting your communications needs. The eVPS provides a

unique combination of flexibility, scalability, system integration, and overall value.

Comprehensive Solution The eVPS is available in three models: the Series 1000, 3000 and 5000.

Expandable up to 48 ports, 700 messaging hours and 3000 user

mailboxes, the system offers extensive functionality and a highly efficient

means of managing communications. Each platform supports the

following:

Auto Attendant – Features extensive call routing, menu and greeting possibilities,

including programmable holiday and on-call greetings for emergencies. Personal call

handling options include directory and dial-by-name access, visual and audible call

screening, call blocking, call queuing, and on/off premises call forwarding.

Voice Messaging - Callers are routed to a mailbox and then receive the appropriate

greeting based upon user-defined mailbox preferences. Delivered messages can be

communicated to users in a number of ways, including LCD display, message waiting

lights, calling extensions, and outdialing to a cellular phone or a digital or text pager or

email.

Extensive User and Admin Features - Administrators benefit from easy installation and

day-to-day administration. Graphical menus with drag-and drop options, context-sensitive

help, and the ability to create templates for repetitive tasks allows for accelerated setup.

Menu-driven voice tutorial makes initial mailbox setup automatic, and single-digit menu


commands with accompanying voice prompts, make navigation through the array of

options quick and easy.

Millennium Integration The eVPS is optimized to work with the Millennium. This powerful combination of switching and

voice processing solutions delivers an extremely tight integration, providing benefits not available

with other solutions. Here are just some examples of how an organization can benefit from the

optimized eVPS integration:

Calling party name/number for internal and external callers gives users necessary

information about the caller, including access messages, which indicate a caller reached

the mailbox but did not leave a message.

One-button call return and message response for internal and external callers saves

users’ time.

Intelligent up-front paging allows the calling number to be displayed on a pager.

Multiple message forwarding allows messages to be forwarded to multiple

recipients/distribution lists.

Networking Capabilities The eVPS supports Ethernet TCP/IP connectivity to Microsoft© Networks and a variety of others.

Additional methods of networking support include:

VoiceClusters™ - This technology links multiple eVPS servers together into a single,

high-speed global messaging system over a WAN.

AMIS - The Audio Messaging Interchange Specification (AMIS) analog protocol allows

integration of the eVPS with voice processing systems from other vendors.

Centralized Voice Mail - A single, centralized voice processing platform saves money,

speeds information sharing between hub and remote locations, allows for multi-site

distribution lists, and simplifies the task of adding new extensions.

Fax Capabilities With eOn's software-only fax solutions, a full range of fax capabilities are available to the end

user without the cost of additional hardware including:

Fax Messaging Module is used to receive facsimile transmissions directly into your

mailbox providing privacy and flexible management of documents in an electronic form.

Fax Broadcast Module provides broadcast capability to single or grouped lists of

recipients.

Fax-on-Demand Module is used to create fax document libraries.


eNterprise IP Messenger

eNterprise IP Messenger is a cost-effective

messaging system that provides a complete breadth

of features to support today’s critical business

communications. This next generation voice mail

system provides an end-to-end IP solution to the

Millennium platform. Designed with the latest IP

technology, the system software has been tightly

integrated with the Millennium’s IPConnect Services

Card to improve accessibility and utilization of the

advanced routing capabilities available within the

system.

A reliable, integrated message management solution, the eNterprise IP Messenger can grow to

up 96 ports to provide investment protection and help organizations effectively communicate with

customers and colleagues.

Key System Features Auto Attendant – The easily programmable auto attendant feature routes callers to a

desired extension through a series of menus, prerecorded announcements or greetings.

Multiple levels of menus can be created to provide limitless call routing possibilities.

Greeting options can change based on the time of day, day of week, port or control

group. The system also features programmable holiday greetings and on-call greetings

for emergencies. Call handling options include company directory and dial by name

access, call queuing and on/off premises call forwarding.

Voice Mail - Multiple personal greetings can be recorded for when users are on the

phone, away from their desk or out of the office. The system provides intuitive, menu-

driven instructions to dial digits to play, delete, save and forward messages to other

mailboxes. Advance mailbox options allow users to hear the message date, time and

caller ID, and reply to the message. Delivered messages can be communicated to users

in a number of ways, including message waiting lights, calling extensions, outdialing to a

cell phone or pager or email notification.



Unified Messaging – The system’s powerful unified messaging capabilities allow users to

retrieve their voice, fax and email messages from any email client interface. Voice

messages can be downloaded, played, saved and stored as any other file. Fax

messages are received in Adobe PDF format providing privacy and flexible management

of faxes in an electronic format. Unified Messaging will help your organization to share

information and improve collaboration with colleagues and customers.

Personal Menu - A personalized auto attendant offers callers additional options to choose

from. For example, “I’m out of the office today. Press 1 to leave a message, press 2 to

dial my cell phone, press 3 to speak with another sales associate.” Using the web

interface to setup the personal menu provides simple step-by-step options to create a

personalized menu tree, including play a greeting, transfer to a defined number, leave a

message, route to the company directory and many more.

Announcements - Users can send a recorded personal announcement message to a

specified destination and schedule it for a specific time. Announcements are useful as

wake-up calls, reminders of important events and to broadcast recorded messages over

a public address system.

Administration - A single Ethernet connection is all that is needed to provide up to 96

simultaneous Voice over IP (VoIP) connections, accurate message taking, and reliable

message lamp control and message delivery. The administration console is intuitive and

accessible via a web browser interface. As your organization grows you can simply order

additional IP port licenses without having to purchase audio boards. LAN backup / restore

options also provide complete disaster recovery in the event of a disk failure. As a node

on your network, you can use network management tools and the IP Messenger

administration tools to monitor and administer the system from any networked PC.

Overall, IP integration simplifies and enhances the entire voice messaging process and

user experience to deliver a comprehensive unified messaging system.

Intuitive User Interface - The robust web interface allows users to configure and control

their personal mailbox settings, greetings, security code, notification settings, distribution

lists and much more from their own desktop. It also enables visual management of

messages allowing users to organize and sort messages on screen and see details about

them at a glance.

Technical Specifications The system is available in two models: eNterprise IP

Messenger and eNterprise IP Messenger Pro. Both

models are built using industry standard components

and a highly reliable Linux® operating system.

Expandable up to 96 ports, the system supports an

unlimited number of mailboxes and users.

eNterprise IP Messenger Pro

Model eNterprise IP Messenger eNterprise IP Messenger Pro

Number of IP ports 4 to 24 4 to 96+

Expansion Increments 4 ports 4 ports

Recording Storage Capacity 800 Hours 2,000 Hours

Max. No. of Mailboxes & Users Unlimited Unlimited

Hardware 1U rack mount server 2U rack mount server

Storage 80G Hard Drive 2 160G Hard Drives, RAID 1 plus hot spare configuration

Power 250W Power Supply 700W (1 + 1) Redundant AC-DC High-Efficiency Power Supply with PFC

Integration Requirements Millennium IPSC and V3.12 software

eNterprise IP Messenger Key Benefits Direct IP integration facilitates a fast, cost-effective deployment and simplifies administration

and maintenance

Customizable voice greetings provides a customer friendly interface

Intuitive telephone user interface makes it simple to use

Multilevel, scheduled greetings support sophisticated auto attendant applications

Browser-based administration makes voice mail management easy and accessible from any

networked PC with an Internet connection

Voice and fax messages can be retrieved from any email client interface


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