Transcript In class presentation slides (Microsoft

Lucent Technologies
Your
Strategic Advantage
Powerful choices in communications
for your business success
DEFINITY ECS :
G3si Expansion
Control
Fiber
Processor Port Network
Expansion
Port
Network
Expansion
Port
Network
Maximum Distance = 4.7 or 21.7 miles
DEFINITY ECS :
G3r Remoting Options
Control
Port
Network
Center Stage Switch
1 to 4
T-1’s
Fiber
Port
Network
Remote PN
Maximum Distance 4.7 or 21.7 miles
Remote PN
Distances > 100 miles
®
DEFINITY
G3si
• Switch Processing Element
Processor
Memory
Network
Control
Flash ROM
BUS A
BUS B
LAN BUS
BRI
DCP
SYSAM
Packet
Interface
Duplication/Reliability
Switch Processing Element
Active
Expansion
Port
Network
Standby
Center
Stage
Switch
Center
Stage
Switch
Switch Processing Element
Active
Expansion
Port
Network
Standby
Memory
Shadowing
ATM-Based Port Network Connectivity
ATM Switch
O
C
3
O
C
3
O
C
3
O
C
3
O
C
3
Fiber Type: Single-mode or multi-mode
Bit Rate: 155.52 Mbps
Physical layer: SONET OC-3c
Survivable Remote Option
e.g. ATM
WAN
A
T
M
PPN
A
T
M
EPN-1
A
T
M
EPN-2
A
T
M
EPN-3
A
T
M
EPN-43
Business
New
Solutions
Networks
Management
Business
& Services
Partners
Solutions for Business
Customer
Sales &
Services
Messaging
Mobility &
Distributed
Work Force

Networking
Conferencing
&
Collaboration
New Solutions-Focused Teams
 Applications Specialists
 Centers of Excellence
The Call Center Re-Defined
“A physical entity where
many media calls are
placed and taken, using a
combination of your
“Ambassadors
(Agents’)” and
technology. The end
result is an information
exchange that adds value
to your products and/or
services.”
Providing Motivation . . .
The Paradox of Approaches in
Call Centers
Efficiency based on
grouping
resources
Segmentation Requires
“one-to-one” approach
to the agent/caller relationship
Economics of Size
Scale
Uniformity
Consolidation
Economics of Size
Scale
Uniformity
Consolidation
Good Idea!
Costs/call go down
Productivity goes up
Service levels improve
Fewer agents needed
Management streamlined
Pressures of Competition
Differentiation
Segmentatio
n
Skills Usage
Pressures of Competition
Bad News!
Differentiation
Segmentation
Skills Usage
Costs/call go up
Productivity goes down
Staffing increases
Delays go up
Management is difficult
Call Center Problem
Scale
Call
Center Segmentation
Strategy
Call Center Evolution Relationship
Focused
Relationship
Center
Customer
Care
Center
Call
Center
Transaction
Focused
Cost Center
9/8/97
Profit Center
Addressing Customer
Needs...
•Responsiveness
•Personalized Service
•Accurate Call Handling
•Better Customer Service
•Reduced Hold Times
9/8/97
The Integrated Call Center
CVIS
M
A
P
1
0
0
•
LAN
Enhanced Vector Routing
• Expected Wait Time
– Patented Capability
– Conditional checking for goto and check
backup
• Prior to queuing
• During wait in queue
– Algorithm
• Recent call history and current conditions
• EWT for skills/splits to CMS
Comparison of Predictors Of Call Center Wait Time
Actual Wait
ASA Prediction
Rolling ASA
Prediction
OCW Prediction
EWT Prediction
Calls
17
15
13
11
9
Expected Wait Time Predictor
7
5
3
1
16
14
12
10
Minutes 8
6
4
2
0Patented
Enhanced Vector Routing
• Expected Wait Time
– Data Passed In-Band from DEFINITY® to CONVERSANT®
– CONVERSANT Executes Application
– CONVERSANT Plays Announcement to Queued Caller
“Based on current
conditions your
call will be
answered in ....”
DEFINITY
...
goto step 6
...if expected wait for call > 60
converse on split 85 passing wait
CONVERSANT
DEFINITY® G3V5
Call Center Enhancements
• Agent Enhancements
– EAS PHDSM – Bringing the Right Agent to
the Call
• Support for 20 skills, 16 levels
• New Agent Routing Options
– Skill Level
– Greatest Need
Breakthrough Solutions
Least Occupied Agent
Percent Allocation
CentreVu®
Advocate
Predicted Wait Time
Service Level Supervisor
Service Objective
The Best Decision…
Every Time… Guaranteed
The “Intended” Life of a Call
Agent Process
Caller Process
Greet
Sort
DNIS,
ANI,
Conversant,
Prompting
on Definity
Route
Vectoring,
CTI Routing
Talk
After Call Work
Expert Agent Selection,
Skill Levels,
Most Idle Agent
Routing: an Expedite Process
Agent Process
Caller Process
Greet
Sort
Route
EXPEDITE!!!
Talk
“Ever Escalating Madness”
Increase Priority Levels
Queue the call in multiple places
Chain Vectors Together
GET ME ANYBODY THAT HAS A PULSE!
After Call Work
Focusing on the Expedite
Process
Agent Process
Caller Process
Greet
Sort
Route
EXPEDITE!!!
Talk
After Call Work
“Ever Escalating Madness”
Vendor 1: “We can queue the call to 192 skills simultaneously”
Vendor 2: “We can provide seven call priority levels”
Vendor 3: “Our routing has a million skills”
WE HAVE MORE THAN LUCENT!!!!!!!
The Execution of the
Well-Intended Business Strategy
Greet
Sort
Route
EXPEDITE!!!
Greet
Sort
Route
EXPEDITE!!!
Greet
Sort
Route
ALL callers are the same at
this Moment in Time
No Segmentation!
EXPEDITE!!!
Greet
Sort
Route
EXPEDITE!!!
Greet
Sort
Route
EXPEDITE!!!
Intent was F.I.F.O
(First In, First Out)
Reality is F.I.S.H.
(First In, Still Here)
The Power of Business
Useful
Routing Predictors
Patented Expected Wait Time Predictor
- Remains Accurate Across Features
and Adjusts Instantly to Conditions.
- Other Predictors Don’t Change.
Variables used in Executing your
Business Strategy
CentreVu® Advocate
• Historical: Had a Problem
• Real Time: Having a Problem
• Predictive:
Going to have a problem:
Proactive Problem Prevention
The Breakthrough Moment
Agent Process
Caller Process
Greet
Sort
Route
Expedite
Talk
After Call Work
The Advocate
Breakthrough
In milliseconds, Definity will:
5 Patents Pending
- Consider the Agent’s Skills and Workload
- Check Service Levels against Business Objective
- Check the Waiting Calls
- Reconfigure the Agent Resource Level
- Bring the Agent to the Best Call
Advocate Breakthrough !
Bringing the Agent to the Callersm
By using the Moment BETWEEN Calls
To look at the calls in queue
From the Business Plan perspective
To achieve Breakthrough Results
Predicted Wait Time
Current Wait Time
+ Advance Time
=
Predicted
Wait Time
Caller 1: 45 seconds
50 seconds
95 Seconds
Caller 2: 75 Seconds
10 seconds
85 Seconds
Caller 3: 30 Seconds
Recorded Past
75 seconds
105 Seconds
Predicted Future
Agent Becomes Available
NEW:Prediction made: How Much longer will the Caller Wait?
Service Objective
Current Wait Time
Predicted
+ Advance Time = Wait Time
Service
Objective Ratio
45 seconds
50 seconds
95 sec
80 sec
95/80
75 seconds
10 seconds
85 sec
95 sec
85/95
105 sec
105 sec
105/105
30 seconds
Recorded Past
75 seconds
Predicted Future
Agent Becomes Available
NEW: Select the Call That Minimizes the Deviation from the Business Plan
Service - French
Nominal Pool
Expanded
Pool when wait > 20 sec
Expanded
Pool when wait > 120 sec
Sales - Italian
80%
Sales German
20%
Individual Agent Skills Usage
Sales French
Sales English
Addressing Agent
Needs…
•Increased effectiveness and
efficiency
•Fewer routine tasks
•More desktop space
•Better use of skills
9/8/97
CentreVu Agent • Provides reliability
• Installs easily to PC
• Makes best use of
desktop space
9/8/97
CentreVu Agent Callbar -
Full Callbar: Call Control tab active
Available Agent
Strategy
CentreVu® Advocate
Historically: Most Idle Agent
•Queue List Progession

New: Agent Occupancy
• Agent Work Time
Benefits of Least Occupied
Agent
Equity of Work Load:
31% Improvement
Overall
Speed of Answer:
15.4% Improvement
“Specialized
Skills” Speed of Answer:
20.6% Improvement
“Specialized
Skills” % in Service Level:
9.6% Improvement
Percent Allocation
Lodging
5:00 min/call
Spanish
6:00 min/call
Agent 1234: Joe Smith % Time: Plan
Email
4:00 min/call
% Time: Actual
Skill 1: Lodging
20%
23%
Skill 2: Spanish
50%
45%
Skill 3: Email
30%
32%
New Routing Features
• Enhanced Look Ahead Interflow (6.3)
– FIFO Operation
– Improved Information Forwarding
• Collected digits
• Accumulated time
• Universal Call ID
New Routing Features
• Best Service Routing (6.3)
–
–
–
–
Leverages Existing Hardware and Software
Queue to Best on Network
Global Feature
Considers
• Multiple Skills in One Location
• Multiple Locations / Weighted Values
EWT Drives Best Service Routing
Patented Expected Wait Time Predictor
Remains Accurate Across Features
and Adjusts Instantly to Conditions
(queue changes, abandons, agent breaks, etc.)
EWT Routing to Best Skill - Remote
If EWT in Atlanta > 30 seconds
and EWT in LA < 10 seconds
where should the call be routed?
Skill 1 - Unix
LA
Skill 1 - Unix
Atlanta
Best Service Routing:
Sample Vector for New Calls
consider skill 1 priority medium
consider location 2
consider location 3
queue to best
Best Service Routing:
Sample Vector for New Calls
consider skill 1 priority medium adjust by 0
consider location 2
adjust by 30
consider location 3
adjust by 30
queue to best
Simulation Results ASA - Non
Networked
120
100
80
Switch 1
Switch 2
60
40
20
19
17
15
13
11
9
7
5
3
1
0
50
Simulation Results ASA - Best
Service Routing
120
100
80
Switch 1
Switch 2
60
40
20
19
17
15
13
11
9
7
5
3
1
0
51
The Call Center Re-Defined
“A physical entity where
many media calls are
placed and taken, using a
combination of your
“Ambassadors
(Agents’)” and
technology. The end
result is an information
exchange that adds value
to your products and/or
services.”
Internet Call Center
Hang up
Surfing the World Wide Web
and Wait
Web Site
“Talk with
Us Live”
Internet Call Center
• Serving Customers on Their Terms
Providing Data (Graphics)
& Voice on One Connection
Web Site
“Talk with
Us Live”
....A Complete Web Experience
Internet Call Center: Call Flow
Example
Web Server
Application
Server
Customer
Svc. Reps
Internet
Client
Multimedia
Endpoint
ITG
Data Component
Voice Component
CMS
DEFINTIY ECS
Internet Call Center: Call Flow
Example
Web Server
Application
Server
Customer
Svc. Reps
Internet
Client
Multimedia
Endpoint
ITG
Data Component
Voice Component
DEFINTIY ECS
CMS begins
measuring
call data
Internet Call Center: Call Flow
Example
Web Server
Application
Server
Customer
Svc. Reps
Internet
Client
Multimedia
Endpoint
ITG
Data Component
Voice Component
DEFINTIY ECS
CMS begins
measuring
call data
ASAI Phantom Call Queuing
CTI
Application
Email
Voice Mail
FAX
Phantom
Call linked to Request
Web Hits
Voice Calls
EAS
Vectoring
CMS / BCMS
Skill Skill
Skill Skill
Text
Call
Msg
FAX
Live
Answer
from
Msg
Call
Msg
Web
PriorityPriorityPriority Priority
Common Service Queue
Addressing Manager Needs…
• Consolidated routing and
reporting from all call center sites
•Innovative access to data
•Complete information about the
call center environment
9/8/97
Service Observing - Application OR
Performance
Service Observe On-Site or Remotely By:



Agent Extension
Logical Agent ID
Vector Directory Number (Application/DNIS)
“Thank you for calling
XYZ Company. This is Joe.
How may I help you?”
Service
Observer
“Thank you for calling
XYZ Company. This is Joe.
How may I help you?”
BCMS Vu (Basic Call Management
System Vu) • Real Time Graphical Reporting To
Single/Multiple Supervisors
• Long-Term Storage of Predefined
Historical Reports
• Exporting of Reports to Other
Packages (e.g., Microsoft Excel)
• Local or Remote Connection PBX
Proprietary
BCMS Vu Real-time Monitor
System Summary
Windows 95TM Based
Versatile Reporting Capabilities
1
 CentreVu®
Supervisor
– Real-time multisite monitoring
from the desktop

CentreVu Exchange, aggregated
historical reporting package
– Customizes reports to meet
your business needs
– Accesses aggregated historical
data from the desktop
– Open ODBC-compliant
reporting software
Proprietary
3
4
DEFINITY® ECS &
CentreVuTM CMS Connectivity
Exceeds 4 ACDs per CMS
DEFINITY ECS
DEFINITY ECS
CentreVu CMS
TCP/IP
DEFINITY ECS
DEFINITY ECSDEFINITY ECS
X.25
DEFINITY ECS
DEFINITY ECS
DEFINITY ECS
CentreVu Control Center
•
•
•
•
Java Application
GUI Interface
Commenting and Cross Referencing
Scratch Pad
– Copy Vectors Across Locations
CentreVu Control Center
CentreVu Exchange
• Data Aggregation in Multi-Site, Multi-Source
• Consolidated Reporting
– 20 Definity Switches
– 40 Voice Response Units (first release)
• Off the Shelf Report Writer (Historical Data)
• Standards Based
• Unified Call Record
CentreVu Exchange, Aggregated
Reporting

Overview
– Generates comprehensive, in-depth,
multisite reports
– Expands multisite, multisource reporting
for growing needs
– Streamlines access and open interfaces
– Increases range of data sources
Proprietary
3
4
5
CentreVu Exchange,
Aggregated Reporting

3
4
5
Multisite manageability
– Enhances manageability for multisite
statistics
– Cross-site performance comparison
– Enterprise-wide complexity management
– Laser-accurate call tracking
76
Cradle-to-Grave Call
Tracking

Creates one comprehensive
“cradle-to-grave” call record

Tracks individual call data
precisely

Provides clear insight on
each customer’s experience

Uses a CORBA interface to
CentreVu CMS
Proprietary
1
3
5
Cradle-to-Grave Call Tracking
1
3
5
Proprietary
The Rules
Based Call
Center
What is A
Rule?
Call Center Rules Provide
Efficiency and Individualized Care
Identification
Efficiency
Context
long wait time
agents available
email address
ANI
account number
cell phone
high value
preferences
URL
email
acknowledge
time of day
direct
agent call
Entitlement
preferred agent busy
dial
abandoned
email being worked
queue to
web hit today
targeted product
skill
bad weather
premier card
frequent caller
Qualification
Circumstances
Let’s Create An Example Rule
• Rules:
– If the calling customer is of high value and has
abandoned 3 times today while attempting contact via
any medium, connect the caller to an agent quickly,
even if call center is overloaded.
– Desired effect:
– Avoids frustration of important callers who have
attempted contact multiple times over their desired
media, and have not completed their transaction.
Generates revenue for the business.
Customer is Confirming Airline
Upgrade!
• Caller tries internet call abandons after five minutes
• Caller tries voice call abandons after ten minutes
• Caller tries call from airport
video kiosk - abandons after
three minutes
How Is Decision Made?
• Caller has experienced 3 abandons, so on
the next call, our rule applies:
Identification:
Customer identified
via account number
Circumstances:
This customer
has
abandoned
three times
today;
media type is
irrelevant
Qualification:
This customer
is of high
value
Efficiency
Context:
All Customer
Service agents
are busy
• All Customer Service agents are busy, so
the customer is passed to a reserve agent
in Sales
Entitlement:
Customer
Service
Sales
What Is The
Architecture for
Rules-Based
Solutions?
Call Center Architecture Require Rules Engine
(MultiMedia/Web Scenario)
Accessing
Wired Voice
Terminal
PC
Cellular
Voice/Data
MultiMedia
Terminal
Payphone
Connecting
TCP/IP
LAN/WAN
Tip/Ring
Public
Network
Relating
Prompting w
Screen Pops
ANI Hits w
Screen Pops
Load
Balancing
ISDN
Availability
ATM
LAN/WAN
Customer
Profile Info
Hyper Text
Fulfilling
Interactive
Response
Live
Agent
Information
Customer
Data Base
Scripts
Forms
Web
Server
Fax
Back
Web Pages
Billing
Information
Messaging
Rules Engine
Business
Application
Proprietary
Solutions for Business
Customer
Sales &
Services
Messaging
Mobility &
Distributed
Work Force
Networking
Conferencing
&
Collaboration
Video MultiMedia Collaboration
• Voice and Video
• Application Sharing
• Exchange of files/data
Thomas B. Henry
992-4899-4301-01
Years to Retirement: 24
401K Retirement
Savings
Stocks
Bonds
Listing
Return
Multimedia Call Handling
• ... for DEFINITY Endpoints
Single #
2nd Call Notification
MM to Voice Conversion
Call Redirection ( Cover & Forward)
Voice Mail Integration
“Call Me” Conferencing
Multimedia Call Center
Voice + MM Agent Positions
Video
Kiosks
Voice Agent Positions
MM PC
Call Master +
Pwy POD
CMS Server
LEC / WAN
Video Call Module
(ACD)
Video Self
Service
DEFINITY ECS
with ACD
CMS Link
MM
Endpoints
for
Infomercials
Solutions for Business
Customer
Sales &
Services
Messaging
Mobility &
Distributed
Work Force
Networking
Conferencing
&
Collaboration
Distributed Workforce Solutions
ISDN DEFINITY Extender
DEFINITY
Extender
BRI Connection
DEFINITY
Extender
PC
DCP
Telephone
Time-of-Day Call Coverage
12
DEFINITY
3
9
6
Remote location
Coverage point 1
(call classified)
Accessibility
Flexible Work Arrangements
12
Coverage point 1
Coverage point 2
INTUITY
Voice
Mail
3
9
6
Internet Telephony Server
• Networking Alternatives
PBX
To Public Switched
Telephone Network
To Public Switched
Telephone Network
Internet/
Intranet
T1 or PRI
ITS
ITS
PBX
Reduced Costs
Virtual Telephone
Multi-zone Wireless
• DEFINITY Integration
Zone A
Wireless
Controller
Card
To C.O.
DEFINITY
WFB
CAU
CAU
Wired
Sets
WFB
CAU
Zone B
“Flip
Phone”
Ext. 2531
Solutions for Business
Customer
Sales &
Services
Messaging
Mobility &
Distributed
Work Force
Networking
Conferencing
&
Collaboration
Media Agile Solutions
Speech
Speech
Text
Fax
Fax
Speech
Text
Fax
Text
Speech
Text
Video
Store
Forward
Translate
Video
Speech
TM
INTUITY Fax Messaging
Solutions
• Key Benefits
–
–
–
–
–
Privacy
Security
Voice Annotation
One Call Access
Cost Control
TM
INTUITY
Integrated Messaging
E-Mail Servers
E-mail or INTUITY
Message Manager
Remote Clients
Public
Switched
Network
Remote Access
Server
Logically
Integrated
Desktops
LAN
Lucent INTUITY
Multimedia
Messaging System
Public
Phone
Cell
Phone
DEFINITY ECS
Telephone Network
Integrated Messaging
• Step 1: Receive Calls & Messages
LAN
INTUITY AUDIX
Voice/Fax Server
E-Mail Servers
Integrated Messaging
• Step 2: Copy Headers or Messages
LAN
INTUITY AUDIX
Voice/Fax Server
E-Mail Servers
Integrated Messaging
• Step 3: Retrieve via Device of Choice
LAN
Solutions for Business
Customer
Sales &
Services
Messaging
Mobility &
Distributed
Work Force
Networking
Conferencing
&
Collaboration
TM
INTUITY Networking
• Traditional Network
= INTUITY
= ECS/PBX
TM
INTUITY Networking
• Hub Networking
Main Hub
Secondary Hub
= INTUITY
= ECS/PBX
Interchange: Connectivity
through the Power of Networking
MultiProtocol
Support
Octel
250/350
UM
INTUITY
TCP/IP
OctelNet
One
Directory
Interchange
OctelNet
Interchange
TCP/IP
INTUITY
Low
Total
Cost
Ownership
DCP
Octel
200/300
RS-232
AMIS GW
Global
Scale
AUDIX
R1
Other
Vendor
VM
DEFINITY
AUDIX
INTUITY™ Internet Networking
multimedia messaging
ESMTP/MIME, POP-3
INTUITY AUDIX
• Standards Based
• Messaging Flexibility
• Reach & Effectiveness
The Internet
Internet Telephony Server
• Networking Alternatives
PBX
To Public Switched
Telephone Network
To Public Switched
Telephone Network
Internet/
Intranet
T1 or PRI
ITS
ITS
PBX
Reduced Costs
Internet Telephony Server
• Flexibility for Multimedia Workstations
To PBX
Applications
Server
ITS
Internet/
Intranet
ITS
To Public Switched
Telephone Network
To PBX
To LAN
Endpoints
Business
New
Solutions
Networks
Management
Business
& Services
Partners
New Networks: The Best of Both Worlds
Real-time Multimedia Network
Enables New Applications
Reduces Acquisition Cost
Decreases Management Expenses
Voice Network
Data Network
Real Time Calling
Reliability
Manageability
Superior Service
Store and Forward
High Bandwidth
Custom Applications
Scaleable
Communications Today
(H.323)
Router
Hub
Backbone
Ethernet
W/S
Data
(H.323)
SDS/FR
MMCX
ATM Switch
ATM
W/S
OC-3 ATM
(H.320)
ATM
ATM
Line
ISDN-BRI
DEFINITY®
EPN
ISDN-PRI
PPN
SDN
How Do We Get There?
• Multimedia Communications Exchange
(MMCX)
• The Roadmap
Multimedia Communications Exchange
= MM Calling Software
(H.323)
Router
Hub
Backbone
Ethernet
W/S
Data
(H.323)
ATM
W/S
SDS/FR
MMCX
ATM Closet
Switch
ATM
OC-3 ATM
(H.320)
ISDN-BRI
DEFINITY®
EPN
ISDN-PRI
PPN
SDN
The DEFINITY®
ECS Architecture
Systems/Network
Management
Wireless
Wireless
Call Center
Call
Center
Applications/
Management
Applications/
Management
Call Control Management
ATM
Ethernet
ATM
Line Side
Interfaces
(DCP,
ISDN BRI)
DEFINITY
Switch
Switch
Fabric
Fabric
Network
Side
Interfaces
(ISDN PRI)
MMCX: Release 1
Features:
Netcare Services
 Add/Drop Media
 Conference
 Transfer
 Drop Party
MMCX Server
 Call Redirection
 Call coverage
 Call forwarding
 Send all calls
 Dial Plan
HP and SUN UNIX Workstations
MMCX Release 2
New Capabilities via
DEFINITY Integration :
Router
 Call Redirection
 Voice Messaging Integration & MWI
 Least Cost Routing
 Class of Restriction
Closet
Switch
or Hub
MMCX
IDSN-PRI
 Call Detail Reporting
 Hunt Groups
 Multiple Line Appearances
 Hold
DEFINITY
ECS
MMCX Makes H.323 Clients
Business Useful
•
•
•
•
•
•
Has Phone Number
Can Dial Phone Numbers
Call Any Phone or Video System
Call Coverage
Conferencing
Integration with PBX
MMCX Conference Room
MMCX Conference Room
d.wortham
http://www.lucent.com
Large Business Roadmap
• Embedded:
– ATM Concentrator
– MM Messaging Response
– Multipoint Video
Conferences
DEFINITY
ATM Center
Stage
ATM Switches
Multimedia Collaboration Services
to LAN/WAN & ATM Networks
DEFINITY LAN Access/DEFINITY ATM Access
DEFINITY Enterprise
Communications (ECS) Architecture
ATM-Based Port Network Connectivity
ATM Switch
O
C
3
O
C
3
O
C
3
O
C
3
O
C
3
Fiber Type: Single-mode or multi-mode
Bit Rate: 155.52 Mbps
Physical layer: SONET OC-3c
Survivable Remote Option
e.g. ATM
WAN
A
T
M
PPN
A
T
M
EPN-1
A
T
M
EPN-2
A
T
M
EPN-3
A
T
M
EPN-43
DEFINITY ATM Support
Router
DEFINITY ECS
AX500 Backbone
Switch
ATM
Network
MX1000 ATM
Switch
EPN
EPNs with
ATM EI
DEFINITY Global Distributed System
DEFINITY ATM Support
Router
DEFINITY ECS
AX500 Backbone
Switch
ATM
Network
EPN
Non-blocking
Distributed Architecture
MX1000 ATM
Switch
Full Feature Transparency
Backward/forward compatibility
with
Survivable Remote (6.3+) EPNs
ATM EI
DEFINITY Global Distributed System
Maximizing Your
Infrastructure Investment
H.320 or H.324 Endpoints
ISDN BRI, Analog
ISDN BRI, DCP, Analog
H.320 or H.324
Endpoints
Voice Hub
(DEFINITY,
EPN)
H.321
Endpoints &
ECS Clients
ATM Hub
ATM Hub
INTUITY MCU
DEFINITY
ECS
ISDN PRI, Analog
Public & Private
Networks
MMCX
MX1000
Switch
H.323
Endpoints &
ECS Clients
802.xLAN
LAN
802.x
Hub
AX500
Backbone
ATM
Network
ATM
Remote EPNs
Lucent
IP Exchange Systems
(IPES)
IP Exchange Systems
Strategic Intent:
 to be the applications platform of choice for integrated voice, fax,
data solutions for enterprises and service providers
Fundamental Premises
–
–
–
–
–
–
–
Distributed & Scalable
Portable
Interoperable & Standards based
Software driven, open architecture
Open APIs & market driven applications
Ease of use, install, maintenance and upgrades
Speed to market
Key Success Factors for Voice Over
IP:
• Gateway cost per port
• Voice quality
– Network issues
• QOS, signaling, bandwidth
– Conversion issues
VoIP, in its Infancy, has Many
– Reliability
Deficiencies vs. Traditional
• Operations Support
Telephony, but these will
Gradually Disappear
– Billing
– Network Management
• Interoperability
– Within the VoIP domain
– Between VoIP and PSTN, ATM, etc.
• Ubiquity
IP Exchange Systems Family:
Scalability & Functionality Options
 IP ExchangeComm: Initially a Key System alternative...
Remote
PC/laptop
Customer Premises
IP ExchangeComm
RAS
Service Provider
3
PSTN
(IP Telephony Option)
PC
(H.323)
2
LAN
LAN
Phone
Cordless
Wireless
Phone
Analog,
Feature
Phones
Fax
Proprietary
Gateway
VoIP gateway
IP Network
Router
1
Base
Station
H ub
Exchange
Adapter
Highly Distributed and Scalable
Architecture Built on an IP/LAN
Infrastructure
IP Exchange Systems Family:
Scalability & Functionality Options
 A CENTREX alternative...
Remote
PC
Customer Premises
Service Provider
RAS
PSTN
PC
(H.323)
2
LAN
LAN Phone
Gateway
VoIP gateway
IP Network
Cordless
Wireless
Phone
Analog,
Feature
Phones
Fax
Proprietary
Router
Base
Station
1
IP ExchangeComm
Hub
Exchange
Adapter
Highly Distributed and Scalable
Architecture Built on an IP/LAN
Infrastructure
IP Exchange Systems Family:
Scalability & Functionality Options
 IP ExchangeLink: a Key System alternative
Customer Premises
Service Provider
Remote
PC/Laptop
PSTN
PC
(H.323)
RAS
LAN
(VoIP gateway)
LAN
Phone
Cordless
Wireless
Phone
POTS Phones
Feature Phones
Fax
Proprietary
Gateway
IP Network
Base station
IP ExchangeLink
Combined Voice / Data
Communication system A Phone system, router, hub,
server, adapter in one
The Distributed Architecture Enables Resource
Sharing Among Multiple Sites
(Applications, Features, Functionality)
Voice Virtual Private Network
Regional Office
Pay Phone
PC
(H.323)
PSTN
IP
ExchangeLink
Cellular/PCS
Phone
Phone
IP Telephony
Gateway
Fax
(Tip/Ring)
HQ
Home or Branch Office
PC
(H.323)
IP
Backbone
Router
IP
ExchangeComm
Phone
Exchange
Adapter
Fax
(Tip/Ring)
Proprietary
T ow er box
PC
(H.323)
LAN Phone
Router
(e.g. ISDN
or officer
Exchange
Adapter
POTs Phone
Fax
(Tip/Ring)
IP Exchange Systems
Improvements
• Easy to use / administer*
• Multiple client types*
• Unified Messaging (incl. Voice Mail)
• Remote Diagnostics & Software*
Upgrades
• PC-based Administration &
Provisioning*
• Partitioning (multiple customers)*
• Call Center
• Personal Assistant
• Call Detail Records*
• Directory-enabled dialing
Proprietary
IP Exchange Systems Timeline
Time-To-Market is Our Highest Priority
4Q98
1Q99
Market Trial:
ExchangeComm
2Q99
2H99
Shipping:
ExchangeComm
Market Trial:
ExchangeLink
Shipping:
ExchangeLink
Launch Network-Hosted
ExchangeComm
• Enterprise prem solution
• Service provider managed
network service solution
• Service provider network
based services (e.g. IP
CENTREX)
Business
New
Solutions
Networks
Management
Business
& Services
Partners
Management & Service
6000 Field Technicians
95 Customer Svc Centers
SNMP Based Net Mgmt
On-Site
Service
Network
Management
430 Application
Consultants
6 Global Tech Centers
Bell Labs Expert
Systems
Remote
Support
2400 Svc Professionals
750 Application & Data Specialists
Business
Works
Solutions
Multimedia
Support
Professional
Services
250 Solution Specialists
>4000 Direct Sales Associates
Business
New
Solutions
Networks
Management
Business
& Services
Partners
Business Partnering
Solutions for Business

The New Network
325 Solutions Partners
Management & Services


HP Open View
700+ Distribution Outlets

Lotus


Novell
Versit Partners
Innovation
in action
Turning information
into knowledge
Teamwork
Customer Service
Lucent Technologies
Your
Strategic Advantage
Powerful choices in communications
for your business success