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ALCATEL-LUCENT Enterprise Solution Division Author(s): Doc. Plan: Doc. Ref.: Doc. Hist.: Quality Department

Quality department

Quality Management System Agora database accessible by the web server Failure rate and MTBF Ed01: Ed02: Ed03: Ed04: Ed05: Ed06: Ed07: Ed08: Ed09: Ed10: Ed11: Ed12: Ed13: Ed.14: Creation Update with new products Addition of MTBF on Mobile Reflexes Chargers and IBS/RBS Addition of MTBF for PWT handset and IBS Addition of MTBF for NOE Terminals New naming of the NOE Terminals Add figures for 4010 IP, 4020 IP and 4035 IP Update according to wrong figures for 4010IP and 4035IP Add new NOE products ( IP Touch 4008 and Option V24/CTI) Add Mobile IP Touch Terminals (MIPT 300 and 600) Add External Ringing Interface Module (BOSONEXT) 300 & 400 DECT Handsets MTBF adjustment for NOE Tx based on real return data Suppressing of Pack10 products due to phase out. Adding Extended Edition new sets. Added MTBF figures for IP Touch 310/610 WLAN handsets Updated Phase Out status

Abstract:

This document gives the estimated reliability values for the Terminals: - Reflexe range (UA, IP), - DECT (Handset and Charger), - Base Stations (DECT, PWT, Handset & Charger), - WLAN (Handsets and SVP servers), - NOE range (IP Touch and TDM sets + Add On & Option Modules). These values are target values and could be used for tenders. ESD/"Quality Department Director

Approval:

MTBF figures for tenders Terminals

Quality Department

25/08/08

8AL QMASA

MTBF figures for tenders Terminals 1/5

1. Introduction

This document gives the reliability values for the Terminals (UA, IP, DECT, PWT, Base Stations, NOE, WLAN). This information may be used for tenders.
2. UA Terminals (Reflexes range of products)
Technical Designation Commercial Designation First Reflexes Easy Reflexes Premium Reflexes

MTBF (years) 66 54

Remarks Phase Out done Phase Out done

4090L 4095 4091

4090M 4095 AP 4094ISW-CTI S0
Add-ON module 20 ISW-CTI S0 Access CTI Access 4095 AP Analog Access

Add-On module 40

Advanced Reflexes

Phase Out done

Phase Out done Phase Out done

ASY-CTI Access

ASY- V24+CTI Access 4094 ISW S0 Access 4094ISW-CTI + S0 Access

4099 MultiReflexes Hub

3. IP Terminals (Reflexes range of products)
4098RE Technical Designation Commercial Designation Fast IP Enabler 4035 IP 4020 IP 4035 IP IP Enabler

MTBF (years) 30 30

Remarks Phase Out done Phase Out done Phase Out done Phase Out done Phase Out done
4098FRE 4035 IP 4020 IP 4010 IP
MTBF figures for tenders Terminals 2/5
4. DECT Handsets & chargers
Technical Designation Commercial Designation Business Wireless DECT (w/o battery)

MTBF (years) 63

Remarks Phase Out done Phase Out done Phase Out done Phase Out done Phase Out done Phase Out done
4074GB 4074GB Ex 4074 GC 4074 GH 4071 BA 4071 DA 4071 BC 4073 GS 4073 BS
Heavy Duty Wireless DECT (w/o battery) General Wireless DECT (w/o battery) General Wireless DECT (w/o battery)
Basic Charger 4074 GB Dual Charger 4074 GH
Comfort Charger 4074 GC 4073 GS (w/o battery)

4097 CBL Tiny Pro

Tiny Light

DECT Plugware

Basic Charger 4073

Mobile 100 Reflexes

Basic Charger TINY MR100&200 Dual Charger Tiny MR100&200 Voice Charger Tiny MR100&200

Mobile 200 Reflexes

Basic Charger 300&400 DECT Handset 300 DECT Handset 300 DECT Handset Dual Charger 300&400 DECT Handset

400 DECT Handset

5. Base Stations

5.1 DECT Base Stations

Technical Designation Commercial Designation MTBF (years) Remarks

IBS Indoor

RBS Indoor

IBS Outdoor

RBS Outdoor
MTBF figures for tenders Terminals 3/5

5.2 PWT Base Station

IBS Indoor PWT

Technical Designation

Commercial Designation

MTBF (years) 50

Remarks Phase Out done
6. PWT Handset & chargers
4073 GS Technical Designation Commercial Designation Voice Charger 4073 4073GS (w/o batterie)

MTBF (years) 90 18

Voice Charger

7. WLAN

Commercial Designation Mobile IP Touch 300 Mobile IP Touch 600 Mobile IP Touch handsets

MTBF (years) 14

Failure Rate Per Year (Defectives) Phase Out done
MIPT 300 MIPT 600 IPT 310 IPT 610 SVP 100 SVP 10 SVP 20
IP Touch 310 WLAN handset IP Touch 610 WLAN handset

IP Touch WLAN handsets

Phase Out done 3%
SVP Server 100 for WLAN Handsets

SVP servers

SVP Server 010 for WLAN Handsets SVP Server 020 for WLAN Handsets
MTBF figures for tenders Terminals 4/5

8. NOE Terminals

Technical Designation Commercial Designation IP Touch 4008 Set IP Touch Sets

MTBF (years) 125

Failure Rate Per Year (Defectives) 0,8%

IP Z Phone

IP A Phone IP B Phone IP C Phone

IP Touch 4028 Set

IP Touch 4018 Set
IP D Phone BT Handset TDM A Phone TDM B Phone TDM C Phone Add On 10 Keys Add On 40 Keys Add On Electronic Bosonext

IP Touch 4068 Set

IP Touch 4038 Set Bluetooth Handset TDM Sets

1,8% 1,8% 1,4% 1,8%

IP Touch Bluetooth Wireless Handset Alcatel 4019 Set Alcatel 4039 Set

Alcatel 4029 Set

62 Add On Modules
Alcatel 8&9 Series 10 Key Module Alcatel 8&9 Series Smart Display Module
Alcatel 8&9 Series 40 Key Module

0,5% 0,8% 1,0% 0,5%

Option MR Option S0
Option V24/CTI Option Analogue IP Z EE Phone
Alcatel V24/CTI Interface Module Alcatel AP Interface Module IP Touch 4008 EE Set Alcatel S0 Interface Module
Alcatel MR Interface Module
Alcatel Ext. Ringing Interface Mod.

Option Modules

IP Touch Extended Edition
IP A EE Phone IP B EE Phone IP C EE Phone

IP Touch 4028 EE Set

IP Touch 4018 EE Set

IP D EE Phone

IP Touch 4068 EE Set

IP Touch 4038 EE Set

0,8% 1,2%

*** END OF DOCUMENT ***

MTBF figures for tenders Terminals 5/5

Page 2a-11

the Alcatel-Lucent Extended Communication Server provides push mail and fax server solutions. The push mobile service is a powerful software solution for mobile employees. It provides remote access to groupware information using mobile devices such as a Pocket PC or smartphone. Because it is an extension of the companys mail server, it synchronizes e-mails, calendars, contacts and to-do lists over the air and in real time. The fax server application provides Fax2Mail and Mail2Fax capabilities that work with Alcatel-Lucent OmniPCX Office. This makes sending, receiving and managing faxes as easy and fast as managing e-mails. In addition, a print-to-fax server feature allows users to send faxes from any application that can print. And the embedded Alcatel-Lucent XML Web Services API makes the Alcatel-Lucent OmniPCX Office open to third-party applications.
For customer satisfaction services
See Chapter 6 for more details about greetings and call centers. Company greetings There are up to eight integrated greeting messages (the default configuration is four). Greetings are managed by time period, such as lunch time, opening hours, open and closed days, or for busy extensions. Music-on-hold The system provides music and/or a message-on-hold while callers are waiting. An embedded, rights free, 16-second music-on-hold track is included (Musicatel by Fabrice Lemercier). Automated attendant The automated attendant welcomes callers 24 hours a day. It helps operators during peak periods by providing callers with prerecorded information about operating hours and promotions. It can also automatically connect callers to the right department. Automatic Call Distribution (ACD) and the Alcatel-Lucent OmniTouch Call Center Office The Alcatel-Lucent OmniTouch Call Center (CC) Office is an integrated call center solution specifically designed to meet SMBs needs. It improves phone response, provides a company greeting and other associated services. This professional solution is ideal for small voice-oriented call centers, as well as for businesses that require a complex greeting solution. Key features include:

Page 2a-12

Automatic call distribution, which provides a high quality of service and optimizes company resources. Agent assistant, which enables easy call management on a PC for operators. Supervision and statistics, which enhances call management and improves revenue generation.
For management and operations
Automatic Route Selection Automatic Route Selection (ARS) is an intelligent routing mechanism designed for multi-carrier and multi-site environments. It automatically routes calls via the most cost-optimized route based on the number dialed, and selects an alternative path when the most appropriate path is overloaded. ARS is fully transparent to the user. The system automatically drops or adds the necessary digits (prefix, suffix, over-dialing) required to reach the right carrier without asking the user to redial. ARS is available for any type of phone connected to Alcatel-Lucent OmniPCX Office. ARS is applied in all dialing modes: Manual dialing Automatic dialing (call keys, individual and common speed dialing, redial, caller's address book) External forwarding ARS can be programmed according to the time and day: Seven modes per time range (week, weekend, holidays) 24 time ranges ARS is applicable to: Any type of trunk bundle (public or private) Any type of media (analog or digital) Any type of call (voice or data) VoIP (toll by pass). Direct and indirect access to carriers is provided (except for GAP and S0 phones which are indirect access only). The system has ARS overflow on busy carriers and the ARS table can hold up to 3,000 entries (number modification mechanism).

Page 2a-18

Unit 3 Nine slots: CPU slot is dedicated Four universal slots The four other slots accept all the boards except UAI16-1 and MIX board Processing Unit Type CPUe-2 and data hard disk Enhanced voice and Internet applications one CPU per system Up to 200 Alcatel-Lucent PIMphony Softphone users Up to 32 PC agents (Alcatel-Lucent OmniTouch Call Center Office)

Interface boards

One set of boards covers all the interfaces required to meet the customers needs. These boards are inserted on the chosen unit to provide different communications ports and fully exploit the potential of the Alcatel-Lucent OmniPCX Office system. The board features can be enhanced by associating other boards and daughter boards. Trunk boards BRA 2/4/8 ISDN access T0 DLT0 Modularity: 2/4/8 PRA T2 T1 (Taiwan, Hong-Kong) DLT2 DASS2 (UK) PCMR2

Page 2a-19

APA 4/8, DDI 4 Analog trunk access Power fail transfer: trunk line to analog set CLI-DSP Signal processing for Calling Line Identification(CLI) on analog trunk
Country dependent Line boards
UAI 4/8/16-1 Digital interface board (Alcatel-Lucent Reflexes Phone and Alcatel-Lucent 9 Series Digital Phones) Modularity: 4/8/16 SLI 4-1/8-1/16-1 Analog interface board (standard analog phones, fax, modem, etc.) Not on compact unit Mixed boards MIX-1, AMIX-1 Line and ISDN trunk board: 2T0/4UA/4Z 4T0/4UA/8Z 4T0/8UA/4Z Line and analog trunk board: A minimum of one software license is 4AT/4UA/4Z required to activate the mixed board for 4AT/8UA/4Z mixed board openings 1T0 or 2AT. 4AT/4UA/8Z Mini-MIX-1 (for compact only) Line and ISDN trunk board: 2T0/0UA/2Z Modularity: 4/8/16

Page 2a-20

VoIP daughter boards Digital signal processors (DSPs) are required to enable coding and transmission between an IP phone (or Alcatel-Lucent PIMphony Softphone) and the ISDN/PSTN world (or a circuit extension). DSPs are provided by the VoIP-1 daughter boards that connect: for compact units: directly on the CPU-4 for advanced units: either directly on the CPU-4 or on Co-CPU-2 for premium units (CPUe-2): only on Co-CPU-2 VoIP-1 on CPU-4 On compact and advanced units, CPU-4 supports one daughter board: VoIP4-1: VoIP daughter board 4 DSPs VoIP8-1: VoIP daughter board 8 DSPs VoIP16-1: VoIP daughter board 16 DSPs VoIP-1 on CoCPU-2 A CoCPU-2 supports one daughter board: VoIP4-1: VoIP daughter board 4 DSPs VoIP8-1: VoIP daughter board 8 DSPs VoIP16-1: VoIP daughter board 16 DSPs (on premium and advanced units) Note: There can be up to six CoCPU-2 VoIPs per system that correspond to an overall limit of 96 DSP compression channels. For example, if you need eight DSPs you must buy: VoIP8-1 (for CPU-4) on compact units and advanced units CoCPU-2 + VoIP8-1 on premium units If you need 12 DSPs you must buy: VoIP8-1 (for CPU-4) and CoCPU-2 + VoIP-4 on advanced units, or if theVoIP16-1 is connected to the CPU-4 directly, then the CoCPU-2 is not required CoCPU-2 + VoIP16-1 on premium units To interconnect the central processing unit and the co-processing units, you need the following daughter board: SlanX4-1 CPU LAN switch to connect CPU-4 or CPUe-2 and CoCPU-2

The On-site mobile user is an employee who is most of his/her time on the move within the company. He/she should be reachable at any time and anywhere inside the company.

Page 2b-4

The Off-site cellular user Cellular mobile user delivered without mobile phone Cellular phone as business phone PIMphony Team is included in the profile Optional Applications The Off-site cellular user is an employee, most of the time out of the company, who wants to make and receive his business calls on behalf of the company using one number and one cellular phone.
The Tandem user All inclusive user: a multi-profile combining IP Desktop, IP Softphone, on-site & off-site mobile user profiles
The Tandem user is an employee who needs several devices, mobile inside the company and on the road, with a complete and comfortable communication environment when at his desk.
The Extended Office user IP Desktop, IP Softphone with PIMphony Team, and Off-site mobile user profiles Extended Office communication with collaboration, unified communication and mobility services The Extended Office user is a user with a high need of collaboration tool & unified communication. Furthermore, the Extended Office user could be a mobile worker who needs to have access to his/her business critical data using his/her mobile devices.

Page 2b-5

All user profiles have the capability to evolve with additional software options to increase users productivity and teamwork. The user options are the following: PIMphony Attendant softphone per user - A complete solution for operator in small companies Transform any user in Extended Office user. This option is used for add-on sales. For new sales, it is recommended to select the Extended Office user profile. Off-site mobility option per user A new voice mobility solution, simple to operate, with a cellular client supported on multiple devices: o Cellular SW client for Nokia e-series phones o Cellular SW client for Windows Mobile 6 Smartphones This option is available for Off-site Mobile user, Tandem User & Extended Office user. Push Mobile option per user Real time synchronization of email, calendars, contacts and tasks This option is available for extended office user only.
Collaboration & mobility option per user

Page 2b-6

Applications & services available for all users
The Alcatel-Lucent Office On Demand Communication offer provides value-added services. The main Alcatel-Lucent OmniPCX Office services and applications are provided by default, neither additional software licenses nor additional hardware are required. The application & features available are the following: Voice mail with maximum capacity (8 ports 200 hours message storage) Voice mail & automated attendant remote customization On-line recording and distribution list Personal assistant Customized automated attendant 6-party conference Up to 8 customizable company greetings Up to 10 min music on hold 4 system languages Full application Openness (TAPI, CSTA, XML) + more than 500 telephony features

Budget Entry Mid Top Executive
IP Touch phones Extended edition
> Performance IP range > Same features as digital range > XML capability 4008EE 4018EE

4028EE

4038EE Gigabit Ethernet

4068EE

Digital phones
> Performance digital range > Same features as IP range 4039
Alcatel-Lucent Phones - User Friendly and Powerful

Page 3-2

Section 1: Alcatel-Lucent Phones
All Alcatel-Lucent IP Touch 8 Series Phones EE (except 4008 and 4018) and Alcatel-Lucent 9 Series Digital Phones (except 4019) have the same general operation. Each phone is divided into different areas: Display and soft keys. The soft keys are associated with the contextual information displayed on the screen and used to activate functions. Navigation keys. These are used to navigate within the display (change information, return to the homepage) Alphabetic keyboard Numeric keypad Audio features

Alarm LED

10 Soft Keys

Personal F1 (Hold in US)

Exit/home 4-direction navigator Help Call ending Headset Jack
Message Redial Audio control

Alphabetic keyboard

Alcatel-Lucent IP Touch 4068 Phone Extended Edition - User Interface

Page 3-3

Main characteristics
Display characteristics Display and navigation A large graphic display and associated navigation keys on each phone improves phone ergonomics and the presentation of services. When the phone is idle, the navigation menus homepage is displayed. The homepage consists of three default tabs. On AlcatelLucent IP Touch 8 Series Phones EE, an external XML application can be used to add a new tab to this screen.
To display the homepage within an application, simply press the Exit/Home key. From there, users can initiate a new application or access information. Multiple context
During a call, the user can return to the homepage or any application by using the Exit/Home key.
Alphabetic keyboard The alphabetic keyboard consists of 34 keys, but the character mapping is country dependent.

Page 3-4

Alarm LED A two-color LED (green, orange) at the top of the screen signals incoming calls or application alarms. It is visible from all sides of the phone. Audio characteristics Audio control features such as speaker, hands-free audio control and mute are separate from the systems function keys. This enables clear and easy audio control for users.
Hands-free mode The full duplex hands-free mode includes echo cancellation and attenuation, which provide excellent audio quality. The translucent handsfree key has an embedded green LED. This LED is on when the hands-free feature is activated. This key also enables a smooth transfer from handset to headset to hands-free mode. Mute mode The mute key allows users to mute their side of a conversation so that the remote party is unable to hear it. This translucent key has an embedded green LED that lights up when the key is pressed. Ringing melodies Users can choose from 16 different ringing melodies. Ringing can be deactivated or the user can choose to program the phone to beep rather than ring. External ringing signal This feature uses an RJ11 connection, which is accessible via a specific plug. Audio extension connection A micro-headset jack (3.5 mm x 5 mm) with presence detection allows users to easily connect and disconnect headsets, external speakers or conferencing modules.

Benefits

Enjoy the comfort and ergonomics of the large color screen and easy-to-use navigation and contextual keys Includes all necessary direct access keys such as mail, mute and redial Reach people quickly with call-by-name Go wireless with Bluetooth, which is ideal for your headset or a conferencing station Outstanding audio quality using either the handset or loudspeaker Aimed at intensive phone users; senior executives Applications can be customized to suit your business; its accessible from your phone Easy to install, easy to move
IP Touch 4068 Phone Extended Edition
Specifications: 240 x 188 x 133 mm, 1070 grams
Enjoy the comfort and ergonomics of a large screen and easy-to-use navigation keys Includes all necessary direct access keys such as mail, mute and redial Reach people quickly with call-by-name Outstanding audio quality using either the handset, headset or hands-free option Aimed at intensive desktop phone users who work alone or in a team Applications can be customized to suit your business; its accessible from your phone Easy to install, easy to move
IP Touch 4038 Phone Extended Edition
Specifications: 240 x 180 x 133 mm, 1020 grams

Page 3-13

IP Touch 4028 Phone Extended Edition
Adjustable black and white graphical display 64 x 128 pixels 70 x 38 mm 6 softkeys and 4-way navigator Alphabetic keyboard Hands-free Best quality loudspeaker and microphones Comfort handset with soft grip and hearing aid Headset jack Application openness Two Gigabit Ethernet ports Downloadable software 1 x 20 character display Six programmable, bi-directional keys External loudspeaker Hands-free Best quality loudspeaker and microphones Comfort handset with soft grip and hearing aid Two Ethernet ports Downloadable software 1 x 20 character display Six programmable keys and bidirectional External loudspeaker Hands-free Best quality loudspeaker and microphones One Ethernet port Downloadable software
Provides ease-of-use with a comfortable graphical display, navigation keys and all necessary keys including voice mail, directory, mute and redial Reach people quickly with call-by-name Outstanding audio quality using either the handset, headset or hands-free option Applications can be customized to suit your business; its accessible from your phone Easy to install, easy to move
Specifications: 240 x 175 x 133 mm, 1015 grams
Compact phone combines ease-of-use with a simple, effective navigation for all functions Includes all necessary direct access keys including voice mail, directory, mute and redial and six programmable keys Outstanding audio quality using either the handset or external loudspeaker Easy to install, easy to move

AlcatelLucent IP Touch 610TM
802.11 a/b/g radio Graphic display - 128x96 pixels Matching WiFi expectations Backlight display & keypad (green) Designed for industrial intensive Vibrate mode collaboration (rugged design) Loudspeaker Headset connection User-friendly QoS: SVP or WMM (802.11e) OmniPCX call features Different battery packs Push-To-Talk (24 channels) plus one priority override Improved Push-To-Talk Battery (standard capacity): up to 4-hour talk time, up to 160-hour standby time Ingress protection Durability in harsh environments Naked device IP53 Specifications: 145x51x23 (mm), 120 grams

Page 4-20

AlcatelLucent IP Touch 310TM
802.11 a/b/g radio Graphic display - 128x96 pixels Wi-Fi simplicity with style Backlight display & keypad (green) Designed for office intensive Vibrate mode collaboration Loudspeaker Headset connection User-friendly QoS: SVP or WMM (802.11e) OmniPCX call features Different battery packs Battery (standard capacity): up to 4-hour talk time, up to 160-hour standby time Ingress protection Durability in harsh environments Naked device IP53 Specifications: 137x51x23 (mm), 110 grams
Accessories and options Basic desktop charger for Alcatel-Lucent IP Touch 310/610 WLAN Handsets Charges one battery via handset. No LED. The handset displays the battery status. Basic charger delivered in commercial offer. Power supply independent from charger. Desktop charger for Alcatel-Lucent IP Touch 310/610 WLAN Handsets Charges handset battery or a second battery via battery slot. Charging of the handset battery takes precedence if both slots are occupied. Intended for users requiring continuous long-term operational availability. One LED to control the spare battery status. Power supply independent from charger. Gang/quad charger for Alcatel-Lucent IP Touch 310/610 WLAN Handsets Charges four batteries simultaneously via battery slots. Wall mountable with support for cable routing underneath. For very high use or for several batteries, the gang / quad charger simultaneously charges up to 4 ready spare batteries. One LED per spare battery to control the status. Power supply independent from charger.
Alcatel-Lucent Office Communication Solutions Page 4-21
Carrying accessories for Alcatel-Lucent IP Touch 310/610 WLAN Handsets Lanyard

Swivel clip

Pouch with keypad cover

Rugged holster

Page 4-22

Page 6-9

6) Cost-optimised ARS mechanism: Break -out through the network up to the node closest to the public destination, External forwarding, Operator/installation forwarding, Overflow on overload. Ex: Any attempts to call C through digital leased line and C are forwarded to B. The digital leased line is busy and if the overflow is allowed the call is optimised by going directly to B, with the same level of ISVPN service for the user.

Sum-up

(2) ISVPN

(3) ISVPN+ Leased Lines

All PBX

(1) QSIG BC Leased Lines

(4) H323

IP Networking

(5) SIP

(6) H323

(7) SIP

Page 6-10

Networking
(1) QSIG BC Digital Leased Lines All PBX X X X X X X X X

(2) ISVPN ISDN With UUS

(3) ISVPN+ Digital Leased Lines

(4) IP private H323

(5) IP private SIP

(5b) IP private SIP

(6) IP private H323 H323 PBX X X X X X
(7) IP private SIP SIP PBX X X X X X X X X (if RFC 2833)
OmniPCX Office<-> Basic call Block dialling Callers repertory Homogeneous numbering plan Private / Public Call differentiation Enquiry / Broker / Conference Break-in, Break-out DTMF transparency Called party state indication on display Calling line/name id. Presentation (CLIP/CNIP) Calling Line Identification restriction (CLIR) Connected line identify. Pres. (COLP) Connected line identify. Restriction (COLR) Call forwarding Unconditional (CFU) Call forwarding on Busy (CFB) Call Hold (CH) OXO initiator Call Hold (CH) at OXO reception Transfer Intrusion Account code Metering information sent to master PBX Call back request Fax support SMS transparency Centralized Attendant Direct end-to-end call Call passing through a SIP proxy Authentication for Outgoing call
OminPCX OminPCX OminPCX OmniPCX OmniPCX Office Office Office Office Enterprise X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X (H245) X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Fax G4 X (R4.0) X X Fax G4 X (R4.0) X
PIMphony PIMphony Attendant Attendant

X X X X

X X X X X X
X X X X X X X X X X X If H450 X X
X X X (5020) X X X X (if RFC 2617 &

Callers

with embedded ACD, Automated Attendant and Voice Mail
Terminals Agent Assistant Logged agents
Supervisor Console Statistics Manager

Supervisor

Page 7-11
Automatic Call Distribution
Calls are automatically distributed to agent positions (according to their availability), either directly or through a waiting queue. The distribution of calls to free ACD agents is based on one of the following distribution rules: Longest idle time: the calls are distributed to the longest free agent. Rotating priority: the calls are equally distributed, sequentially to the different agents belonging to a group. Fixed priority: the calls are distributed in a fixed order according to the agent rank in the ACD group. Distribution to groups is done according to called numbers (DNIS) and/or calling numbers (ANI). It can also be combined with the Automated Attendant. Opening and closing of each group is either determined by time periods defined by the administrator or can be done using the Supervisor Console. There can be up to 32 declared agents belonging to one or more groups. The agent statuses are: Logged off, Logged on and off duty, Logged on and on duty, Wrap-up (or clerical work), Pause (temporary absence). The Alcatel-Lucent OmniTouch Call Center Office supports the following sets for the agents: Alcatel-Lucent IP Touch sets, Alcatel-Lucent 9 Series digital sets, Reflexes sets, DECT handsets, MIPT 300 and 600, IP Touch 310 & 610 WIFI handsets PIMphony IP softphone, Analog sets. IP Touch and PIMphony IP make it possible to deploy an IP Call Center in the company with the possibility of remote agents.

Page 7-12

Queue Queuing is performed when a new call arrives and all the agents assigned to the destination group are busy. Calls are queued after the greeting message, in the chronological order, according to the FIFO (First In First Out) principle. When a call is queued, a first waiting message specific to the group is played. Then we have the possibility to announce a pre-defined message about the numbers of calls in queue or the estimated waiting time. Finally, another waiting message is played in loop. Calls can overflow from one group to another if the waiting time is excessive. However the caller can leave the queue at any time. Calls are removed from the queue in chronological order and distributed automatically to the agent stations according to their availability. If an agent becomes free while the first waiting message is being played, the call is presented to the agent without waiting for the end of the message. When the queue is full, the dissuasion message is played. In case of agent belonging to several groups, calls are distributed according to the priority between the groups.

Graphical User Interface
Depending on the PIMphony profile (see before in feature list).

Page 8a-13

Feature description
Microsoft Outlook integration Call from an Microsoft Outlook contact card (2) Dial-by-name Automatic screen pop of contact card Manual screen pop Screen pop setup wizard Journal entry Email sending Microsoft Outlook 2000 Microsoft Outlook 2002 Microsoft Outlook 2003 with Business Contact Manager Microsoft Outlook 2007 Public and multiple folder support ACT! 6.0, 8.0 and 9.0 (Sage Group) Call from an ACT! Card (2) Dial-by-name Automatic screen pop of contact card Manual screen pop Journal entry E-mail sending GoldMine 5.7, 6.5 and 6.7 (FrontRange Solutions Corp.) Dial-by-name Automatic screen pop of contact card Manual screen pop Microsoft Access integration Dial-by-name Automatic screen pop of contact card Manual screen pop Access 2000 Access 2002/2003 Access 2007 IBM Lotus Notes Dial-by-name Automatic screen pop of contact card Manual screen pop Journal entry Lotus Notes 5.02 to 6.5

PIMphony Team Attendant

For this feature, the Telephony Service Provider must be installed separately (provided in the Applications CD-ROM).

Page 8a-14

Feature description Voice element
PIMphony with physical phones (IP Touch and 9 series phones, analog phones, 300/400 DECT Handsets and GAP Handsets, IP Touch 310/610 WLAN Handsets) PIMphony with multimedia PC (VoIP) G711 codec G723.1 codec G729A codec Quality of Service management (QoS) Launch a program from PIMphony with parameters Online update service Embedded CTI server Microsoft Windows 2000 Terminal Server Microsoft Windows 2003 Terminal Server Microsoft Windows 2000 Professional SP4 Microsoft Windows 2000 Server Microsoft Windows XP Home and Professional (SP1 + SP2), x64 Edition Microsoft Windows 2003 Server Microsoft Windows 2003 Server R2 Microsoft Windows Vista (all edition 32 and 64 bits) (8)

(3) (4) (5) (6) (7)

(6) (7) (7) (7) (7)

CTI 3rd party architecture supported
Windows Terminal Server Edition supported Windows version supported
Maximum 25 PIMphony clients without hard disk, 75 PIMphony clients with hard disk for Compact / Advanced Unit and 200 for Premium Unit. Minimum PIMphony 5.0 and OmniPCX Office R4.0. Configuration to be done on the PC. Minimum one PIMphony Pro or Team is required.
Maximum 25 PIMphony clients without hard disk, 75 PIMphony clients with hard disk for Compact / Advanced Unit and 200 for Premium Unit. (8) PIMphony R5.1 does not support IP media on VISTA

Key Differentiators Full feature access at low costs Integrates function of IM/Presence, audio and Web conferencing servers onto a single server running on common computer hardware Browser based interfaceno client download for users and participants Increase capacity and features via software licenseno hardware upgrades
Easy and flexible deployment
Unrivaled feature set in a single software pack Web and audio conferencing on a single server Presence-driven IM Mobility client for Windows Mobile 5 Pocket PC

Detailed Selling Points

Cost savings Software-based solution requires no proprietary hardware Installs on a single server using commonly available computer hardware Simple installation and ease of use means no additional IT overhead Eliminate service provider conferencing with an on-premises application Decrease travel expenditures

Page 8b-4

Employee productivity Presence-driven interaction reduces wasted voice calls and increases real-time online communication for savings
Single-click interface is easy to use with no client download and minimal training for high adoption rates Better communication among teams due to increased conferencing utilization High adoption rates guarantees cost savings and increased productivity results
Security All data sessions are encrypted, logged, and archived End-to-end security using TLS and SSL protocols for encryption Password protected with strong password policy management Information resides on the network behind the firewall Flexible deployment options Any desktop (PC/MAC/Linux/UNIX) Browser-based with access from any telephone, browser, or location Geographically distributed server architecture for redundancy and toll calling arbitrage Easy to use and administer Browser-based with no client to install makes this easy to use and install Add users by purchasing additional software licenses (no forklift upgrades) Simple SIP and XML APIs for application development to enable calling & conferencing from existing business applications

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Section 3: Intranet Services
The OmniPCX Office can host an Intranet site: to share easily information among local or remote employees. Only authorized users have the right to publish on the Intranet Web site.
OmniPCX Office Premium Edition Intranet server

Main office

Mobile worker

ISDN RAS

VPN VPN

Anti-virus gateway

Other Site

Backup server

Remote Office
Intranet Web server hosting compatible with standard Web publishing methods such as FTP, Microsoft Network and Web DAV. Static page hosting only. File server with individual and common folders, access rights. Accessible locally on the LAN, or, remotely using VPN or ISDN RAS. Network backup. Intranet hosting capacity: 200 Mbytes, Benefits:
Easy way to share information among employees, Available through Web browser interface, Easy maintenance allowing information to be updated as frequently as needed

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Section 4: Virtual Private Network
The OmniPCX Office provides a flexible and cost-effective remote access or multi-site networking solution based on Internet Virtual Private Network (VPN). The OmniPCX Office Internet VPN is an attractive alternative to expensive private leased lines or remote access servers. Using the standard Internet VPN protocols PPTP and IPSec, remote workers or multiple sites can be securely networked at low cost through the public Internet in order to share the company data resources and/or deploy IP telephony. Endto-end security is guaranteed by tunneling along with authentication and strong encryption. OmniPCX Office supports the 2 major VPN protocols: PPTP and IPsec for user remote access (client-to-site VPN), IPSec for LAN to LAN networking (site-to-site VPN).

Main Site

Mobile/home worker

PSTN, ISDN, DSL DSL,LL

OmniPCX office
OmniPCX Office IPSec or PPTP VPN

DSL,LL

OmniPCX Office IPsec VPN

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The following applications are available and fully compatible with Alcatel-Lucent OmniPCX Office: Alcatel-Lucent IP Touch caller display: displays the calling/called persons photo Alcatel-Lucent IP touch directory: display of contacts information (phone number, address, email, photo) Alcatel-Lucent IP TouchDoorCam: display of the image from the camera located at the door and open the door Alcatel-Lucent IP Touch Instant Messenger: send a SMS/e-mail from an Alcatel-Lucent IP Touch phone to an Alcatel-Lucent IP Touch/GSM/PC
Communication web services
My Phone web services My Phone web services allow users to handle calls and configure a sub-menu of parameters that define the behavior of their phone from an external application. My phone web service provides also a Universal Directory Access. My Phone are now completed with My Messaging and My management services My Messaging web services It allows users to access and handle their voice mail: play voice messages from a PC or another phones record voice messages for one or more person on an Alcatel-Lucent IP Touch call back on an Alcatel-Lucent IP Touch phone forward the message from a PC or another phones list of messages with filtering and sorting
My Management web services These services allow users to easily manage a variety of business phones, including Alcatel-Lucent IP Touch 8 Series Phones EE, Alcatel-Lucent PIMphony Softphone, AlcatelLucent IP Touch mobile phones, and other business phones, from a PC equipped with a web application. My management provides the following services: Immediate forward or forward on busy Do not disturb Change password
Alcatel-Lucent Office Communication Solutions Page 11-4
Define the associated number Phone information Make a call Create, modify or delete speed dialing keys Create, modify or delete programmable keys

Telephony Directory

Business Applications

XML Web Services

My Phone Web services OmniPCX Office My IP Touch XML Services

Messaging

Info push, alerts, Verticals Help Desk, Security, CRM,

Portal

R eal time telephony Real Phone set Management Advanced services Display s ervices Display Notification Notification
My Messaging XML Services
Voice ma il management Voice Pla y messages Pla Ca ll back, forward Ca
My Management Phonebook management Phonebook XML External user management External Services Feature management Feature
Alcatel-Lucent OmniTouch XML Web Services APIs are available to application developers with a complete range of tools, including development kits, documentation, support and tests provided through the Alcatel-Lucent Application Partner Program. In the Application Partner Guide (available in the Business Partner Web Site), you will found all Partner application certified and compatible with Alcatel-Lucent OmniPCX Office.

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Applications might be hosted on other servers Business Applications Based on Web services

XML/SOAP/HTTP

Web server hosting IP Touch pages

XML/HTTP

My Phone Web services My IP Touch XML Services My Messaging XML Services My Management XML Services OmniPCX Office o

Windows/Linux Server

The communication web services are also integrated in the Extended Communication Server. The Extended Communication Server Compact Edition includes My IP Touch XML services and a subset of My Phone web services restricted to the make call function. The Extended Communication Server Premium Edition includes My IP Touch XML services and all communication web services.

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Capacity and Provisioning level
Maximum number of My IP Touch XML Supported IP phones Maximum number of users all connected IP Touch 4038/4068/4028 Server Premium Edition 400, Alcatel-Lucent OmniPCX Office Compact or Advanced Editions without hard drive, and other Alcatel-Lucent OmniPCX Office 25/75 25/75 25/75
For My Phone WS For My Messaging For My Management

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Section 2: CTI and CSTA
CTI (Computer Telephone Integration) is a concept that harnesses the features of two separate technologies (telephones and computers) and makes them work together. This means: Control a phone or phone system from a computer, Control a shared telephony resource across a local area network (LAN).
The Alcatel-Lucent Office Communication Solutions supports CTI third party only. CTI first party is not supported. CTI 3rd party is the capability to control calls belonging to other people in your organization: from your desktop computer, you can control a shared telephony resource. Thus you are able to control calls belonging to your desktop and to other users within your company as well. Examples of CTI application: Dialing and call handling using an on-screen interface, Screen popping of the callers file activated automatically on telephone event, Data information transfer associated to the call transfer to an agent via a LAN.
Alcatel-Lucent OmniPCX Office is fully compliant with major market standards. The standards used to enable applications are determined by the application or the application editor. Some applications use TAPI, others use CSTA. For example, AlcatelLucent PIMphony Softphone is based on TAPI.