Beyond The Wired Desktop Telephone
The phone isn’t going away, but some users on converged networks will migrate to next-gen devices.
The proliferation of nontraditional end-user voice devices is threatening the 125-year reign of the wired telephone. Today’s station users are increasingly mobile in and out of their principal work environment, and are demanding untethered communications devices.
As a companion piece to my December 2003 BCR article (“IP- Telephony Desktop Productivity,” pp. 22-26) that focused on new IP telephone features and services, this article will review and discuss the growth and development of nontraditional voice terminal options behind a PBX system. In addition, the subject of these two articles will be featured at the BCR VoiceCon conference’s session on “Phones and Beyond: The VOIP Endpoint,” moderated by this author (see www.voicecon.com).
Planting The Seeds For Alternative Voice Clients
For the past decade, PBX systems have been capable of supporting wireless options and a variety of desktop-centric CTI solutions to complement traditional wired telephones. As with most first-wave alternatives to established and reliable products, wireless handsets and desktop PC telephony options were only sparsely adopted, despite vendor marketing claims of increased productivity and cost savings.
Manufacturers such as Avaya and Nortel have discontinued their first generation of wireless options, because customer demand never came close to matching early forecast numbers. Even Ericsson, a pioneer in premises wireless communications, abandoned its product offering when it sold rights to its FreeSet wireless PBX adjunct solution to Ascom. These first-generation solutions failed to capture the fancy of customers for several reasons, including high prices, proprietary handsets and traffic capacity limitations.
For lack of competition, SpectraLink’s Link WTS has become the preeminent premises wireless PBX option in the North American market. Several PBX systems suppliers continue to offer DECT-based system options throughout the European market, because the same handset can be used for off-premises carrier network services.
Likewise, PC telephony solutions based on CTI options were initially heralded as the beginning of the end for expensive, proprietary digital telephones. Even Microsoft envisioned its Telephony API (TAPI) as the next big thing in voice communications.
Yet despite the marketing hype, customer demand for the new innovation failed to materialize. The first wave of desktop CTI options was generally ill-designed, with poor ergonomics and high incremental price tags by PBX pricing standards. Although subsequent versions offered many improvements, very few customers installed first-party (i.e., using direct PC-to-phone connection) call control CTI solutions during the 1990s; client/server CTI solutions were generally confined to contact center implementations.
It has taken one or two new generations of improved mobile and PC telephony options to entice customers back. Many current customers are beginning to perceive mobile and PC telephony options as either enhancements or replacements for the traditional desktop telephone as their primary communications device. In some cases, the two technology options converge to create mobile handsets with integrated CTI capabilities that can potentially offer a superior alternative to the most advanced desktop telephone.
It is no coincidence that wireless and CTI options are gaining renewed market acceptance at the same time that IP-PBXs are quickly replacing traditional circuit-switched PBXs, because the LAN/WAN infrastructure that supports IP telephony also provides benefits for these new mobile and PC telephony solutions.
Mobile Solutions
Evolving mobile communication options fall into two technology categories: 802.11 wireless LAN (WLAN) and public cellular service solutions. A mobile device supported over a WLAN, but working behind a PBX system, may be an 802.11 based handset or a PDA-based softphone. The latter would require an integrated 802.11 interface, a telephony software download, and some type of speaker/microphone option, e.g., headset.
Either of these devices would function and appear to the PBX system as IP peripheral station equipment, identical in feature/ function capabilities to a desktop IP telephone. Either device could be interfaced to a PBX using integrated proprietary or external third-party media gateway equipment on the switch; however, an IP- based client/server PBX system design would not require a media gateway for either control or voice communications signaling requirements.
An early 802.11 wireless voice solution came from Symbol Technologies. Symbol’s NetVision solution can work behind any PBX system, but is most highly integrated with IP-PBX models from Mitel Networks and Nortel Networks. Symbol worked with both suppliers to ensure that the Symbol wireless 802.11 handset functions like a proprietary telephone for each of the supplier’s respective systems, rather than a basic POTS-like voice terminal (i.e., like a basic cellular phone). As a result of this integration effort, Symbol handsets can provide display field capabilities and soft key access to proprietary features in Mitel and Nortel systems.
Currently, the most popular 802.11 wireless voice solution is SpectraLink’s NetLink system, which is marketed by several major PBX suppliers (Avaya, Siemens, NEC, Mitel and Inter-Tel, among others) as an option with their individual IP-PBX models. The SpectraLink package consists of up to three of the following components: NetLink Telephony Gateway; NetLink SVP Server and NetLink Wireless Telephones.
The NetLink Telephony Gateway is required only for connecting to PBXs that do not have integrated IP telephony interface capabilities; IP-PBX system platforms would not require this gateway. The NetLink Telephony Gateway is connected to analog or digital station ports within the facility’s telephone switch. When a call destined for a NetLink Wireless Telephone is received, the gateway converts the PBX call to IP and sends it out over the customer’s 802.11b WLAN.
Ensuring voice quality is the main function of the NetLink SpectraLink Voice Priority (SVP) Server, which prioritizes voice packets over data packets on the WLAN.
SpectraLink’s aren’t the only 802.11 telephones; the first IP- PBX system supplier to introduce its own proprietary 802.11 wireless handset was Cisco. The Cisco Wireless IP Phone 7920 works with Cisco CallManager and the Cisco Aironet 1200, 1100, 350 and 340 series of 802.11b access points. As a key component of the Cisco AVVID wireless solution, the 7920 functions like one of Cisco’s desktop IP telephones while delivering seamless intelligent services such as security via encryption; mobility; quality of service (QOS) via 802.1p/Q; and management across an end-to-end Cisco network. The “pure” client/server design platform of Cisco’s AVVID CallManager solutions precludes a requirement for media gateway equipment to support the 7920 handset.
A second type of WLAN voice device is a PDA-based softphone. The first IP telephony softphones were based on desktop PC clients, but during the past two years, a number of IP-PBX suppliers have introduced software options for handheld PDAs that are equipped with 802.11 interfaces for use as mobile terminals.
The first such PDA softphone, announced two years ago, was the Avaya IP Softphone for Pocket PC. It delivers the full set of Avaya’s MultiVantage software call features via a graphical display which mirrors that of the station user’s Avaya multi-line desktop IP telephone, with its identical extension number, speed dial buttons, and personal feature settings. PDA softphones are well suited for work environments where communications are critical but cellular phones are not permitted-such as some hospitals (see “Two Case Studies In Mobility”)-as well as for other industries with large, wireless-enabled facilities, like manufacturers and universities
Cellular Phone Options
The use of a cellular phone behind a PBX system as an extension line is not new, but the current version of the option is far easier to implement, and its performance capabilities far superior. The first cellular phone extension options required a dedicated, somewhat costly, premises mobility applications server that served as a gateway between the PBX system and the carrier network. An early example of this system option was the Ericsson Mobility Server.
There were some improvements to this design, such as the first release of Avaya’s ECD 500 option that required an integrated dual T1 circuit board equipment module, but the current method of implementation is through software only. These options do not require a dedicated control signaling interface between the PBX system and cellular provider to support feature and/or display capabilities to the mobile handset. Today, several of the leading PBX system suppliers offer a software-only cellular extension option, including Ericsson, Avaya, Alcatel and Mortel Networks. Others, like Siemens, require an application server to enable the feature.
One of the main reasons Ericsson discontinued its FreeSet solution was its decision to focus on cellular service options. The evolving Ericsson Mobile Extension option for its MD-110 PBX system is a prime example of a software-based cellular phone extension solution.
With the Ericsson system, the traffic to and \from the mobile user passes through the MD110 communication platform, which can invoke the PBX’s services for the mobile users’ traffic. MD110 treats the mobile end stations the same as other standard extensions, so the mobile user looks like any other PBX end station. With a simple procedure from the phone, the user can “move” the Mobile Extension to any other phone, such as a home phone-although, for security reasons, these alternative telephone numbers have to be registered in the MD110 in advance.
Other PBX system suppliers have developed a range of application server options to support nontraditional voice terminal solutions. For example, the Siemens HiPath CorporateConnect application can be used for a variety of alternative communications device options, including PDAs or cellular phones.
The recently announced CorporateConnect Version 2.0 allows users to leverage Windows Pocket PCs or a standard Web browser to manage their real-time communications anywhere they have wireless access, including WiFi 802.11b/e hotspots, where they can place and receive calls over WiFi-enabled PDAs. CorporateConnect users can also direct calls to reach them via an alternative telephone, including mobile phones, by entering that phone’s number into the CorporateConnect client profile.
Desktop Solutions
IP-PBXs have also helped reinvigorate the implementation of desktop CTI applications. Station users may employ a PC softphone exclusively, or may use a more traditional desktop instrument (analog, digital, or IP) along with a linked PC client telephony application. Today’s leading IP-PBX system suppliers offer station users a choice of using a desktop IP telephone, PC client softphone or a combination: Desktop telephone with CTI applications run on the PC.
There are three key advantages for using a PC softphone:
* Cost savings-Softphones cost at least 50 percent less than comparable-function IP telephones, and no additional hardware is necessary, such as a media gateway board, nor are additional wiring or LAN switch ports necessary. In contrast, while IP phone sets may be able to use existing wiring and LAN switch ports, some users opt for parallel cabling for the phones and PCs.
* Mobility-A PC softphone can be used in the office, at home, on the road, or anywhere an Internet connection is available.
* Enhanced feature/function performance-This includes easier access and implementation of features/functions using the PC’s point/ click/drag and QWERTY keyboard interface capabilities; the PC’s large display; and the ability to integrate third-party software applications.
The Mitel Networks 6600 Your Assistant is a good illustration of a desktop CTI application that can be implemented as either an enhancement to a desktop phone or as a softphone. Features include the ability to manage conference calls by dragging and dropping the name of a participant into the conference at any time. It also automatically remembers phone numbers the user dials most and makes them easily accessible from a centralized drop-down menu.
The application keeps a detailed call history so users can see calls they have dialed, missed or received, and users can also keep records of their communications by timing calls, typing and saving notes into a call log or contact management application; they can also record calls.
The 6600 Your Assistant also integrates communications and productivity tools such as Microsoft Outlook, Lotus Notes, ACT!, Goldmine and MSN Messenger. In addition, station users can dial from Personal Information Managers (PIMs) and launch contact information or chat sessions from incoming caller-ID screen pops.
Conclusion
Although the traditional wired desktop telephone is in no danger of becoming extinct in the next few years, nontraditional voice terminal options will become more visible in and out of the premises environment. In most cases, a mobile or PC telephony solution will supplement or complement a user’s desktop telephone, but some customers may elect to abandon a traditional terminal in favor of a nontraditional option as their primary communications device.
Station users are more mobile than ever, and being able to receive and place voice calls wherever they are at any particular moment has a high priority. IP wireless handsets or PDAs, cellular telephones and PC client softphones can satisfy this need if the devices can be fully integrated with the customer’s enterprise voice communications and can provide access to the many features and applications that are already available to traditional wired phones
Companies Mentioned In This Article
Alcatel (www.alcatel.com/enteprise)
Ascom (www.ascom.com)
Avaya (www.avaya.com)
Cisco (www.cisco.com)
Ericsson (www.ericsson.com)
Inter-Tel (www.intertel.com)
Mitel (www.mitel.com)
NEC (www.cng.nec.com/cng/)
Nortel (www.nortelnetworks.com)
Siemens (www.siemensenterprise.com)
Spectralink (www.spectralink.com)
Symbol Technologies (www.symbol.com)
SpectraLink’s system includes a QOS mechanism that prioritizes voice packets
Two Case Studies In Mobility
For an example of how customers are implementing some of the new capabilities in wireless and mobility, here are two case studies.
Ericsson Mobile Extension
Futuristic Entertainment is a company that supplies real-time data, hardware, software and marketing services for horse racing tracks and Off-Track-Betting (OTB) sites in North America. In addition to full Ericsson MDl 10 PBX and voice messaging functionality, the company is using a unique mobile contact center agent capability.
Futuristic Entertainment is composed of three discrete business units: Intelligent Wagering Machines (IWM), Tipping Service and Marketing & Promotions. The IWM uses and enhances the growing off- track betting network that permits customers to place bets in OTB locations as well as over the Web. The Tipping Service has several hundred brokers, called “hot walkers,” taking calls from gamblers and advising them on their bets. Futuristic Entertainment developed hot walkers in order to personalize the betting process and market horse racing.
Ericsson Enterprise’s solution enables hot walkers to receive calls while at the track, at home or any other location. In addition to the MDl 10 PBX and eCare contact center solution from Solidus, the solution uses Ericsson’s Mobile Extension feature, which in essence gives the mobile user full access to all PBX features and benefits.
SpectraLink Netlink Wireless Telephones
In most health care environments, cellular telephones are not an option because of unreliable coverage; also, their high-power radios can interfere with sensitive medical equipment. Internal wireless networks offer a preferable solution, but even with these products, hospitals have to consider their other communication concerns when choosing the most effective mobile voice system. Walkietalkies and wearable voice communication badges, for instance, fail to provide doctors and nurses with the secure communications channel that is critical to communicating sensitive medical and patient information.
Toronto General Hospital needed to coordinate 40 to 50 daily surgeries in 20 operating rooms, as well as approximately 150 staff. The hospital integrated 150 SpectraLink NetLink Wireless Telephones with its Cisco Aironet Wi-Fi access points to converge its wireless voice and data applications onto one network.
Advanced telephone features were made available through integration with the hospital’s Nortel Networks Meridian-1 PBX. The combined network now gives Toronto General Hospital the option to customize voice and data applications to offer its staff expanded communication capabilities.
SpectraLink’s NetLink Wireless Telephones use encryption, which means they exceed the privacy requirements of the health care industry. The phones also deliver the features of a sophisticated wired telephone, providing staff with added functionality directly from the handset and allowing staff to communicate throughout the hospital. The solution improved response time to urgent medical situations and overall hospital efficiency, while delivering the features of a sophisticated wired telephoned
IP-PBXs offer a new lease on life to the concept of desktop CTI
In most cases, a mobile or PC telephony solution will complement, not replace, the desktop phone
Allan Sulkin, president, TEQConsult Group, is a PBX market consultant and analyst with 25 years’ experience in the industry. He is a member of the BCR Board of Contributors, and the author of PBX Systems for IP Telephony (McGrawHill Professional Publications). Allan will be presenting the VoiceCon 2004 IPPBX RFP workshop and his annual PBX market review next month in Orlando. He may be contacted at Amsulkin @ aol. com.
Copyright Business Communications Review Feb 2004