VoiceCon’s Annual IP Telephony System RFP Workshop: Part 2VoiceCon’s Annual IP Telephony System RFP Workshop: Part 2

[Editor's note: This is the second part of Allan Sulkin's article summarizing his findings from the VoiceCon Orlando 2008 mock RFP. Part 1 can be found here.]

NEC UNIFIED

NEC proposed its Univerge SV7000 system solution in response to the RFP requirements. Unlike the other redundant server system solutions, the SV7000 does not support geographically distributed call processing servers, so NEC proposed networked systems housed in each of the headquarters facility equipment rooms. Each common control complex included a telephony server (redundant in only one of the equipment rooms) and a signaling server. It should be noted that NEC plans to integrate the two functions into a single server to simplify the design.

The main equipment room also housed a Port Interface Rack (PIR) for analog port interface requirements and to support conferencing requirements, a media gateway for digital trunk requirements, and several application servers for messaging, contact center and unified communications. E911 services are embedded in the software generic and do not require a dedicated server. The secondary equipment room housed, in addition to the telephony and signaling servers, an MPS media gateway for analog port interface requirements and conferencing requirements, and a media gateway for digital trunk requirements.

The two equipment room systems housing the SV7000 systems are networked using NEC’s Fusion Call Control Signaling (FCCS) solution to support a very high level of feature/function transparency and also network failover resiliency in case the common control elements in the main equipment are no longer operational or accessible. It should be noted that gateway-connected calls are lost during the failover process. NEC’s solution is not the cleanest or simplest of those proposed, but it does satisfy the fundamental requirements for single system image as specified in the RFP.

For each of the two remote office communications requirements, NEC proposed its Survivable Remote Media Gateway Controller solution. Although the option supports full feature/function capabilities in survivable mode, all gateway-connected calls at the local site are terminated during the switchover process. This is an issue NEC needs to address for future RFP responses.

NEC proposed its recently-introduced line of DT700 IP telephone instruments in response to the RFP requirements. The proposed NEC models satisfied virtually all of the RFP requirements, with the exception of DESI-less programmable line/feature keys for the DT730 models as proposed . The entry-level DT710 six-line model was proposed for Economy model requirements. The DT730 24-line model was proposed for Administrative model requirements and the DT730 12-line model was proposed for Professional model requirements. Executive model requirements were satisfied by the high end DT750 color display screen model. Although the DT730 and DT750 can support the RFP requirements for Bluetooth and Gigabit Ethernet, the options were not included in the pricing proposal. NEC currently does not support a teleworker instrument with embedded VPN capabilities.

The DT700 models are highly modular in design. A side panel 8-line key extension module is available for DT730 station users with changing line/feature key requirements. DT730 station users also have the option of physically swapping out the existing line key faceplate section of their instrument, changing the 12-line to a 24-line section or the 24-line to a 32-line DESI-less option. Note that the latter option could have been proposed to fully satisfy all voice terminal RFP requirements. All three DT700 models can also support one of three available dial pad/fixed key button layouts: Business (standard), ACD, or Retro.

NEC’s proposed generic software features satisfied virtually all RFP requirements, although the Call Conferencing and Paging station features require peripheral equipment, and Attendant features require the NEC OpenWorx solution. Systems management and security features were fully satisfied by the proposed solution. A unique security feature of the system is a security key integrated into each of the telephone models to protect sensitive information (personal or corporate data) or unauthorized use. Security levels are defined by the terminal configuration and controlled by password input. An embedded LED indicates when security mode is active. Although the SV7000 supports SIP telephone station equipment, the current release does not support SIP trunk services; NEC was the only vendor that failed to satisfy this RFP requirement.

The proposed SV7000 solution can support basic cellular extension capabilities using a peripheral cellular gateway server. Each server is limited, though, to only 12 lines. It connects to the system PIR digital port cards and uses 2-ports per cellular telephone. NEC does not currently have a software client to support advanced cellular extension requirements. The NEC Mobile Client option is currently limited to dual mode Windows Mobile 5.0 Pocket PC devices operating in WiFi mode only.

NEC proposed its Unified UCB product suite in response to the RFP unified communications requirements. Unified UCB is a totally unified application suite that includes desktop telephony, advanced presence management, advanced presence awareness, mobility and unified messaging. One of the RFP requirements, voice portal speech capabilities, is still in development and not currently supported. Both Microsoft and IBM integration are supported by the NEC solution.

SHORETEL

ShoreTel’s IP telephony system is based on a fully modular and distributed call processing design consisting of a variety of ShoreGear switches that provide call control and feature services, and also function as media gateways for analog (station/trunk) and digital trunk port interface requirements. ShoreTel proposed the appropriate number and type of ShoreGear switch units for the two headquarters facility equipment rooms and two remote facilities (regional and satellite offices). ShoreTel configures its system to provide for, at minimum, N+1 redundancy based on ShoreGear switch requirements. IP endpoints will fail over to a designated back-up ShoreGear switch if the primary unit fails or is not accessible; local gateway channels in the failed unit, however, do not fail over.

Remote survivability is not an issue with the ShoreTel solution, because all call control and processing is localized. It should be noted that call control is not supported over the WAN, and network failover resiliency between locations is not supported.

In addition to the ShoreGear switches, ShoreTel configured a conference bridge, ShoreWare Server and Contact Center Server in the primary headquarters facility equipment room; a back-up Contact Center server was also provisioned in the secondary equipment room. E911 services are embedded in the generic software, negating the need for an application-specific server. Voice messaging servers were distributed throughout the network (the two headquarters equipment rooms, and two remote offices) to reduce services loss in case of WAN transmission link failures.

ShoreTel proposed its ShorePhone IP 115 to fully satisfy Economy model requirements. The ShorePhone 560 with a 24-button expansion module was proposed for the Administrative model; the ShorePhone 560g was proposed for both the Professional and ACD model requirements; and the color display screen ShorePhone 565g with a 24 button expansion module was proposed for the Executive model.

The ShoreTel 560 series instruments generally satisfied the RFP requirements, except for their lack of LDAP support and an integrated Bluetooth interface. An external Bluetooth interface is available, but was not included in the pricing proposal. Stored call data was also limited for each of these models based on RFP requirements. The 560g and 565g models are both equipped with integrated Gigabit Ethernet interfaces and embedded Web services as standard attributes; the latter capability is relatively new for the ShoreTel IP telephone portfolio. ShoreTel does not currently offer a teleworker model with integrated VPN, though an external VPN appliance is available if required.

ShoreTel has continued to improve its generic software feature set, although it is not yet as strong as some of the more established vendor’s offerings. Missing Station features included: Line Lockout, Priority Calling, and Text Messages. Several station features require a SDK CTI option: Automatic Callback, Programmed Call Coverage, Hot Line, Malicious Call Trace, and Off Hook Alarm. Virtually all Attendant features were satisfied, except for Camp-on and Priority Queue (which requires the ACD option). Almost all System features were satisfied excluding the following: Automatic Camp-on, Direct Inward System Access and Security Violation Notification (third party equipment required).

System management features and functions fully satisfied RFP requirements; security features were generally satisfied, the notable exception being encrypted control signaling.

ShoreTel supports basic cellular extension capabilities through its Office Anywhere (OA) feature. The feature is controlled through Class of Service (COS) permissions and requires no additional hardware or licensing fees. For more advanced mobile requirements, the Mobile Call Manager soft client is built to run on selected Blackberry cell phones supported by a Blackberry Enterprise Server.

ShoreTel satisfied some, if not all, of the RFP unified communications requirements. The Personal Call Manager client used for soft phone applications is also used for unified communications applications. ShoreTel’s Converged Conferencing solution supports unified communications capabilities such as IM and presence (limited to telephony only), and audio and Web conferencing & collaboration. Third party solutions are required to satisfy voice portal and text-to-speech requirements. Future support of Microsoft OCS is planned, with no definite plans for IBM integration.

3COM

3Com proposed its SIP-based VCX7000 solution based on the IBM System i 515 Server. The VCX7000 is based on a distributed processing design for both redundancy and resiliency requirements, and a single System i 515 Server can support telephony services and a variety of co-resident communications applications. 3Com proposed one System i 515 server for each of the two headquarters facility equipment rooms and another at the regional office facility for remote survivability. A V6100 call server was proposed for the satellite office for remote survivability.

The primary headquarters equipment room System i 515 Server was partitioned to support the following: IP telephony and messaging services; EPIC contact center solution; IBM Sametime; conferencing and presence. The primary server was also partitioned to support 3Com’s VCX Authentication Server application for E911 services support. The secondary equipment room and regional office System i servers were partitioned to support IP telephony and messaging services, as was the satellite office V6100.

In addition to server hardware, 3Com proposed multiple media gateways for analog and digital port interface requirements as needed: VCX V7111 (FX, FXO) and VCX V7122 (T1). An IP Telecommuting Module was also provisioned in the headquarters facility primary equipment room.

VCX7000 remote survivability supports a seamless switchover between call controllers, and all system features are available when in survivable mode. It should be noted that one of the design benefits of the VCX7000 platform is that a customer has the option of provisioning local servers as the default primary call controllers with failover to remote servers in case of local server issues.

3Com proposed its 3101 IP telephone to satisfy the RFP’s Economy model requirements. The 3102 Business Phone generally satisfied Administrative model requirements except for an integrated Bluetooth interface and LDAP support. The 3Com 3101 Manager Phone was proposed for both Professional and ACD model requirements, and several attributes were lacking as required by the RFP: LDAP support, Bluetooth or USB interface, and, most important, embedded Web services. 3Com was the only vendor not to satisfy the latter Professional model requirement.

For the Executive model 3Com proposed a third party product, the Polycom IP650. The IP650 as proposed did not support two very important requirements for the Executive model: color display screen and Gigabit Ethernet interface. The optional button module needed to support the RFP-required 10 programmable line/feature keys was also not included in the price proposal. On a more positive note, the 3Com Telecommuter Module supports secure remote communications requirements for teleworking applications.

Like ShoreTel, 3Com has been enhancing its generic software feature set during the past few years. All RFP Station features were supported with the sole exception of Whisper Page. Most Attendant features were supported except for Auto Start/Don’t Split, Back Up Alerting, Priority Queue, Release Loop Operation, and Trunk ID. Only a few System features were missing: Automatic Transmission Measurement System, Extended Trunk Access, and Trunk Callback Queuing. ACD, UCD (uniform call distribution), and Voice Message System Interface required additional hardware/software. Systems management and security requirements were strongly supported by the proposed system solution.

3Com’s VCX7000 solution does not support cellular extension capabilities. 3Com proposed a third party solution to satisfy the basic requirements, FirstHand Technology Enterprise Mobility Solution UC release 1.2 and the FirstHand Mobile Console UC soft client. Systems users deploying this option can access the same features and functions available at their desktop instrument from a mobile device. BlackBerry and Nokia E-Series mobile handsets are supported.

3Com’s response to the RFP unified communications requirements was to propose the System i IP Telephony Integrated Collaboration Suite that supports integration between Lotus Domino/Lotus Sametime and the 3Com VCX Convergence Applications Suite of telephony applications. This satisfied almost all of the RFP requirements for unified communications with one key exception: voice portal or text-to-speech functionality. Also, 3Com indicated that Microsoft integration is planned for a future release of its VCX Convergence Applications Suite.

ERICSSON

The proposed Ericsson MX-ONE solution is based on a fully distributed call processing architecture. The distributed design, when applied to IP terminals, provides a “load” sharing solution. IP terminals can register to any MX-ONE Line Interface Module (LIM) provisioned with the configuration regardless of physical location (if network access is available). Ericsson proposed a mix of its Media Gateway LIM and its Media Gateway Classic LIM for the primary equipment room at the Headquarters facility, and a Media Gateway Classic LIM for the secondary equipment. The primary equipment room also houses servers for messaging and contact center applications. E911 services are fully integrated into the generic software. Media Gateway Classic LIMs were proposed for the two remote locations, regional and satellite facilities.

The current generation Media Gateway LIM consists of a Telephony Server (standard 19-inch server) and a Media Gateway, Ericsson-developed hardware with a 19-inch 1U form factor. Each Media Gateway LIM supports Digital trunks (ISDN E1/T1), Mobile extensions, IP extensions (700 lines), and four analog extensions. The Telephony Server and the Media Gateway are treated as system components inseparable from each other. The Telephony Server is based on open standard hardware and runs on the Linux operating system. Each LIM server provides for a duplicated CPU, disk drive and power

The Media Gateway Classic LIM, originally available with Ericsson’s MD 110, supports up to 640 analog and/or digital extensions, and includes the Ericsson Server Unit (same software as the Telephony Server), a LIM Switch Unit Ethernet, and a Distributed Switch Unit.

Each of the provisioned LIMs provides for local call processing operations and is fully survivable with all generic software features if network connections are not available. The survivabilty port capacity for each location is based on the number of provisioned LIMs.

Ericsson proposed its Dialog 4420 IP Basic telephone instrument to fully satisfy the RFP’s Economy model requirements. The Ericsson Dialog 4425 IP Vision, proposed for Administrative model requirements, did not support soft label key requirement and lacked a wideband codec and Bluetooth interface. The advanced Ericsson Dialog 5446 IP Premium was proposed for both the Professional and Executive model and fully satisfied all RFP requirements (USB interface port as an alternative for Bluetooth). All of the Dialog IP instruments can be used for secure communications teleworker applications.

Cellular extensions is an enterprise communications application that Ericsson helped pioneer. Ericsson's Mobile Extension is a complete integration of mobile phones into a customer’s corporate communications. The Mobile Extension feature enables customers to fully control calls in a way similar to control of any other desktop telephone instrument corporate extension. Any mobile phone can be used as an internal extension behind the MX-ONE Telephony Server.

Supporting the cellular option is Ericsson’s MX-ONE Personal Number (PN) service that is designed to provide individual users with up to five profiles, each one containing up to 10 possible answering positions. MX-ONE Parallel Ringing service is an alternative to Personal Number. MX-ONE Parallel Ringing service provides the user with simultaneous ring signal on up to three pre-defined answering positions for an incoming call to the user. When the user answers the call, the call is directed to the extension where it has been answered.

Ericsson’s Personal Assistant plug-in application offers an easy to use graphical user interface for Sony Ericsson P9XX series smartphones. Ericsson is also planning to launch its Dual-Mode client, which can be complemented with Microsoft LCS/OCS integration through the Ericsson Corporate Telephony Gateway.

Ericsson’s proposed solution mostly satisfied generic software station feature requirements, with the following exceptions: Programmed Call Coverage (partial satisfaction); Manual Intercom; Meet Me Conferencing (optional hardware/software required); Priority Calling; Privacy-Attendant Lockout; Timed Queue; Whisper Page. Most Attendant features were also supported, except for Control of Trunk Group Access, Direct Station Selection-BLF, and Trunk Group Busy/Warning Indicator. Almost all System features as required by the RFP were supported, except for: Automatic Trunk Measurement System (ATMS); Controlled Private Calls; Integrated System Directory; Password Aging; and Timed Reminder.

Ericsson’s system management solution fully satisfied RFP requirements, but several security feature/function requirements were lacking. The MX-ONE does not have an inherent detection or prevention process that can determine a user of a modem is calling an unauthorized location, nor does the system have an inherent feature/function that in itself will identify the incidence of toll fraud and other types of Long Distance toll service abuse/misuse. Separate physical network interfaces to IPTS administration, control, and voice transmission signaling functions were also not available.

The weakest section of Ericsson’s proposal was Unified Communications. Ericsson does not currently offer a Unified Communication solution and no third party offerings were proposed.

AASTRA INTECOM

Aastra Intecom proposed its SIP-based Clearspan solution based on a third party software platform: Broadsoft Broadworks Carrier Grade Call Control System. An IBM Bladecenter is used as the hardware source for all software applications. As provided, a single system has been configured with redundant servers distributed between the two Headquarters facility equipment rooms with AudioCodes’ Mediant used for non-IP port interface requirements. All features, functions, trunk access, and station availability continue as normal despite failure of either single processor failure. The only exception is ACD reporting as part of the Clearspan Call Center option.

The IBM Bladeserver houses a 1+1 redundant Application Server, N+1 redundant Network Server, N+1 Media Server, with Web and ACD Reporting Servers included. The Application Server provides call processing, service logic, endpoint management and service management; the Network Server provides policy based translations and routing, subscriber location directory and media server selection; the Media Server provides specialized media resources, including media recording, media playback, DTMF digit detection, three way conferencing and media relaying; the Web Server supports Clearspan system Web interfaces and additional external interfaces. The Web Server also supports the Clearspan Personal Web Portal and Call Manager via HTTP, as well as the Clearspan Open Client Interface for the Assistant and Receptionist applications. A Session Border Controller (SBC) is included within the IBM Blade Server chassis. E911 support services are embedded in the offer.

At the Regional and Satellite facilities Edgewater EdgeMarc 4504 Intelligent Remote VoIP Gateways were proposed to ensure quality of service and remote voice survivability. On sensing network or connection failure, these gateways automatically begin local processing of call activity as a stand alone system and direct 911 or authorized off-net calls to the PSTN. Local gateway calls are temporarily disrupted during the re-registration process, but more important survivability is limited to basic telephony features, only.

The Aastra Intecom IP telephone portfolio includes many useful and enhanced user features and interfaces, but did not satisfy several important and distinguishing RFP requirements for several instrument models. Aastra Intecom proposed its Aastra 53i IP telephone instrument to fully satisfy the RFP’s Economy model requirements. The Aastra 55i IP telephone, proposed for the Administrative model, mostly satisfied RFP requirements except for a wideband codec and integrated Bluetooth. External third party equipment is available for the former requirement. The same instrument was proposed for the Professional model. In addition to wideband codec and integrated Bluetooth requirements, the 55i also lacks a Gigabit Ethernet interface. As proposed for the ACD model, the 55i better satisfied RFP requirements. The Aastra 57i was proposed for the Executive model, but it did not satisfy several RFP requirements, including: wideband codec, integrated Bluetooth/USB, Gigabit Ethernet) and, most importantly, a color display screen.

For RFP cellular extension requirements, the Clearspan Mobile PBX application offers enhanced calling features to enterprise users with 2G, 2.5G, 3G and 4G mobile devices. Features such as extension dialing, integrated corporate directory, attendant support and self-service configuration are available for a user's mobile device.

The Clearspan Anywhere offer allows enterprise customers to integrate fixed-mobile convergence (FMC) services today without additional equipment. This solution is based on the native FMC functionality of the Clearspan platform. Clearspan Anywhere unifies a user's personal features to any number of fixed and mobile devices, giving users the convenience of one number for all incoming and outgoing calls.

For enhanced operations, the Clearspan Assistant-Mobile client is available as an integrated mobile handset application that enables users to originate corporate network-routed telephone calls, modify telephone settings, view the corporate directory, and have access to call logs. Functions include: access to corporate directory; voice mail notifications; easily change and manage telephony service settings such as Simultaneous Ring, Call Forward (All, No Answer, Busy), Do Not Disturb, and Remote Office; ability to view call history; place calls from mobile but have it appear like you’re calling from your office line; create international profiles.

The Clearpan solutions supported most generic software Station features with only a few exceptions: Group Listen; Timed Queue (partially supported); Trunk Flash; and Whisper Page. Generic software Attendant features were partially satisfied. Missing features included: Delay Announcement (a Music On Hold application can be substituted); Direct Trunk Group Selection; Priority Queue; Serial Operation (can be supported through the use of access codes); Trunk to Trunk Transfer; Trunk Group Busy/Warning Indicator; Trunk ID. Several generic software System features as required by the RFP were missing: Call by Call Service Selection; Code Calling Access; Delayed Ringing; Open System Speed Dial; and Timed Reminder. Systems management requirements were virtually satisfied as defined by the RFP, and security requirements were generally satisfied.

The Clearspan solution, as proposed, includes several Unified Communications (UC) components of the RFP, such as automatic delivery of voice mail directly to e-mail accounts enterprise-wide, station user-programmed call screening, presence, Fixed Mobile Convergence (FMC), and audio/web/video conferencing tools. The listed applications are included as part of the proposed Clearspan Application server and are inherent features available natively. To more fully satisfy the other Unified Communications requirements of the RFP, Aastra Intecom proposed Microsoft Office Communications Server (OCS). The Clearspan solution supports Microsoft OCS as provided via the integrated Convergence session manager.

The OCS option would be used specifically to support presence management, Instant Messaging (IM), and provide an enhanced user client at the desktop.

The Clearspan solution as provided allows direct access to a third party Voice Portal for unified messaging and the ability to make calls or respond to voice mail with a telephone call. Presence status may not be set at the telephone instrument but is available on the Clearspan Assistant toolbar. Use of the Clearspan Assistant MS Outlook access is available for contact lists and directories, but not calendar, tasks or personal folders.

The proposed Clearspan solution does not support integration with IBM unified communications tools at this time.

CONCLUDING COMMENTS

It is apparent from the above article that each IP telephony system has its own unique set of strengths and weaknesses based on its ability to satisfy the detailed requirements of the TEQConsult Group RFP document. Summarizing the distinguishing strengths and weaknesses of each vendor solution based on the specific benchmarks of the RFP: