1 (22)
Q4 2005 - D&S Newsletter
D&S Newsletter – Q4 2005
Table of Contents:
D&S Financing
2
Solidus eCare
Best in Show
3
MX-ONE Tutorial
4
17
Mobility and
The New Student
Product
Status
Dear D&S Newsletter Reader,
It’s amazing how we blaze through a year wondering how we
got here so quick. As the saying goes, the journey is as
important as the destination. We certainly are enjoying the
journey as we work in conjunction with you – as always, we
Thank You for your continued support!
An exciting part of our journey for 2006 will be the commercial
product availability of MX-ONE. As you know, Ericsson
announced the product launch of MX-ONE in August 2005 at
the VoiceCon show in San Diego. The next step is now to Field
Trial the product in the US with anticipated commercial release
of the product thereafter.
19
In regard to the Field Trial, D&S has been selected by Ericsson
and a California customer to run the first MX-ONE commercial
Field Trial in the US - and the world! The Field Trial is
scheduled to run through 1Q 2006 with an anticipated
commercial release of 2Q 2006. We have been an Ericsson
partner since 1993, and we have put a concerted effort into
better serving our customers by having a highly customerfocused and highly trained team. We are therefore very proud
and honored for having been selected as the partner for this
unique and ground-breaking opportunity!
In this and subsequent D&S Newsletters we will focus more
and more on the MX-ONE product. This newsletter will focus
on product specifications and descriptions and we anticipate
bringing you news of the successful completion of the Field
Trial in our Q2 2006 newsletter.
As you know, we also send out D&S NewsFlashes with the
latest trouble reports from Ericsson. The NewsFlashes are sent
towards a targeted audience. If you wish to be on the list,
please let us know.
We hope that you have had a wonderful year, a Merry
Christmas, Happy New Year and Happy Holiday! We wish you
and your families all the best in health, happiness and success
in the coming year!
Sincerely,
The D&S Team
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
2 (22)
D&S Financing
With tightened capital budgets we, more times that we care to admit, find
ourselves in situations where budget constraints do not allow for upgrades,
expansions, and implementation of value-added and cost-reducing features –
even when the ROI is quick and evident. As time goes on, the risk gets bigger as
your systems get further and further behind the fast-pace of technology demands
and upgrades.
For example, with BC11 going into passive sustaining and sales stop in March
2006, it is getting to be extremely important to upgrade. With D&S’s finance
affiliate Telecommunications Finance Corporation, we can assist you by
converting a costly capital expense into an affordable monthly finance payment
that goes into your operating budget.
Every organization has its own financing terms and needs. We have been
financing telecommunications projects for the last 12 years and we can structure
a lease or short term financing arrangement to fit your specific needs. For some
organizations, we have been able to produce an immediate cash flow benefit by
providing customers with deferred payment plans where the monthly payment is
less than the operating costs that are eliminated by acquiring newer technology.
When the lease or financing arrangement is paid up, the organization continues
to realize the cost savings.
For more information, please contact Mike Bryniarski at (800) 227-8403 ext 4219
or mikeb@dscomm.com.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
3 (22)
Major reward for Ericsson Solidus eCare
Ericsson Press Release: October 07, 2005
Ericsson's Solidus eCare software solution has received a major
award at a prestigious contact-center exhibition in Las Vegas, in the
US.
The solution was named "Best of Show" in the
Desktop/Agency Productivity Tools category at the
annual ICCM Conference and Expo on September
27.
Award winners were praised by event organizers
Questex Media Group Inc. as having the best
potential to change the future of the contact-center
industry.
John Whelan, director of marketing, Ericsson
Enterprise North America, says "This is a very
valuable award, as the ICCM trade show is one of
the most respected in the contact-center industry with
attendees from North America, Europe, Latin
America and Asia,"
"The agent application is one of the most important
buying criteria and we are delighted that we can
highlight this award in tenders and customer and
partner newsletters," he says.
Naval Sodha, director of Product Management for
Contact Center Products, accepted the award on
behalf of the Ericsson team at the Bellagio Hotel
ceremony.
"What sets Solidus eCare apart and gives it the
competitive edge is the support for mobility, where
it applies to both contact-center agents and
customers.
"In some emerging markets, up to 90 percent of
consumers use mobile phones only for
communications, so it is essential that a contactcenter solution can, for example, allow a customer
to switch at any time between SMS and voice or
other forms of communication," he says.
Questex Media Group Show Director Christina
Condos says the awards recognize products or
services likely to have "the most significant impact"
on the contact-center and customer-relations
industries.
"We feel this year's winners are truly at the
forefront of innovation and ingenuity," she says.
Roddy McGregor
Editorial Services
Sodha believes Solidus eCare's focus on mobility,
with preparation for IMS Integration and Presence
support in the coming release, was the key to
winning the award.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
4 (22)
MX-ONE TUTORIAL
MX-ONE is based on a pure IP architecture and having:
•
ONE server-based system,
•
ONE management system,
•
ONE open system with all the applications needed to really simplify your day-to-day work.
The figure below shows the key components of MX-ONE which includes the Telephony Server (and its
subcomponents), UM, Communications Organizer, and the Speech-enabled IVR to be released in a future
release.
MX-ONE™ 2.0 COMPONENTS
Ericsson
Telephony
Server
Telephony
System
UM
Messaging
Ericsson
Media
Gateway
Classic
Chassis
(Ericsson Media Gateway - Classic)
Communications
Organizer
Speech-enabled
IVR
(next release)
MX-ONE TELEPHONY SYSTEM 2.0
The MX-ONE Telephony System can comprise of two different types of LIMs, namely a LIM with
Media Gateway and/or a LIM with Media Gateway Classic.
Supported trunk signaling:
PSTN/PLMN with ISDN
primary rate,
E1 and T1
Networking,
-
Telephony Server:
- Linux,
- LIMoIP
- up to 10 LIMs / 7000 users
H.323 IP and Q-SIG on E1
Scalability, 100 - 7000
users.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
5 (22)
MEDIA GATEWAY 2.0:
19” chassis 1U offers
Interfaces:
8 E1/T1 interfaces (ISDN, QSIG)
4 analog extension interfaces (phones and G3 fax/G.711)
2 Ethernet (10/100BaseT) interfaces for signaling and media
VoIP RTP codec's:
G.711, G.729AB or G.723.1 dynamic packet length of 10, 20 or 30 ms.
Quality of Service: L2 IEEE 802.1 p/Q (extension side) & L3 Diffserv (RFC 2474).
Codec aware Call Admission Control (CAC)
Echo Cancellation (ITU-T G.168)
Comfort Noise Generator (CNG) & Voice Activity Detection (VAD)
DTMF sender/receiver, tone sender and conference bridges
Recorded Voice Announcements (RVA) in *.wav format for max. 60 min. Designed for 20 calls per
DSP but 5 channels used by ATM switch. 15 DSPs w 4 calls/DSP = 60 simultaneous calls = 2E.
MEDIA GATEWAY CLASSIC:
The Media Gateway Classic is a 19” rack mountable unit for MD110 form factor circuit boards. The unit is a complete
LIM with an embedded server unit. This LIM can be expanded with one more 19” unit. Each 19” unit corresponds to
MAG0 and MAG1 of a traditional MD110 LIM. Therefore, 2 19” units corresponds to a 4 stack MD110 LIM.
The Media Gateway Classic, with embedded Telephony Server offers:
the necessary telephony interfaces and DSP resources for voice telephony to the packet data network
(LAN), as well as to the public (PSTN/PLMN) and private (via QSIG) circuit-switched networks
-
the necessary telephony interfaces for legacy subscriber lines, such as analogue and digital terminals.
-
16 universal card slots, each supporting 32 channels (2Mbps) with a new series of high-density 32 port
extension cards integrates into today’s IT infrastructure
MX-ONE™ Media Gateway Classic 2.0
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
6 (22)
MX-ONE™ Media Gateway Classic 2.0 –
Replacements, New versus existing MD110 items
New Items:
Classic
MD110
ELU-34
ELU 29 (2 pcs) & RG5DC
ELU-33
ELU 28 (2 pcs)
IPLU
ELU 32 (4 pcs), VSU, VCU
LSU-E
LSU
ETS-E
LPU5 + HDU7 + NIU2 + AAU + ALU + Cabling/installation etc.
The ETS-E (also known as the Embedded Server Unit (ESU) performs exactly the
same functions and runs exactly the same software as the Telephony Server
DC/DC
RG5DC + NEW AC/DC unit, Fan unit, backplane, magazine,
cables, 19” rack..
Existing items ”re-used”
TLU 76, TLU77, DSU, TMU, VSU2
The IP Line Unit (IPLU) is an Ericsson MD110 and MX-ONE system board, that provides the
interoperability between circuit switched legacy interfaces and the packet switched VoIP networks.
The IPLU is a new version of the ELU32 board.
•
It can operate in two modes where either both signaling and media (audio stream) are
exchanged between the IP network and the system or just the media conversion only.
•
The media is carried via the RTP protocol, and the signaling is based on H.323 with parallel
information carried via WAP to system specific IP-terminals.
•
The IPLU can handle up to 32 media connections, and control up to 64 signaling connections.
Note, only used for media between LIM’s in TS 2.0.
•
With regards to signaling it supports H.323v2.
•
The audio stream can be coded according to G.711, G.729ab and G.723.1 including VAD, CNG and
dynamic jitter buffer handling.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
7 (22)
MX-ONE™ Telephony System LIM with Media Gateway
MX-ONE™ Telephony System Media Gateway Classic LIM
MX-ONE MESSAGING:
The MX-ONE™ Messaging suite of products is based on Ericsson's OneBox 4.1 product line and provides a high quality,
best-in-class Mobile Messaging solution for the Ericsson Enterprise portfolio. All messages - whether voice, fax, or email - are available through your mobile phone via text-to-speech or computer desktop via Microsoft Outlook, Lotus
Notes or any IMAP 4 compliant mail system such as, but not limited to Novell GroupWise. MX-ONE™ Messaging Voice
Mail runs on Microsoft Server 2003 Telco Edition. MX-ONE™ Messaging Fax Mail is based on Captaris RightFAX 9.0
and runs on Microsoft Server 2003 Telco Edition.
Since MX-ONE Messaging is based on the existing OneBox 4.1, we will not elaborate further on the product in this
tutorial.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
8 (22)
COMMUNICATION ORGANIZER:
The Communication Organizer allows you to increase user efficiency by providing easy access to information and
communication tools needed for day-to-day activities. It routes calls, messages, and provides access to the enterprise
workers wherever they are, in the format and on the device that they prefer. It facilitates Mobility by supporting
free seating via a multitude of devices/clients and by providing access to always up-to-date server-based information.
The Communications Organizer comes with flexible configurations - from single-phone system installations to
advanced distributed telephony systems. The MX-ONE turnkey solution comes with Communication Organizer,
Manager Identity, Enterprise License Manager, and Call Control of OAS (ApplicationLink).
The Communication Organizer Server is responsible for:
Presence and Preference based communication
Directory (corporate, LDAP, personal contacts) & Buddy List management
Instant Messaging including chat
Call logging
Security
Monitor feature (boss/secretary)
The Windows operating system, as well as, the Communication Organizer Server application software are preconfigured and pre-installed in the server.
COMMUNICATIONS ORGANIZER
Telephony
Server
Server
UM
Messaging
CommOrg
SERVER
Communications
Organizer
Speech-enabled
IVR
(next release)
Operator Assistant
IP-based Assistant
CommOrg
APPLICATIONS
Personal Assistant
• Smartphone
• PC
• Web
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
9 (22)
Communication Organizer Server features:
Activity Management (presence and preference information):
o
When an incoming communication request is received, user preferences assist the communication
system in finding the appropriate user.
-
-
o
Activity, also known as presence status, refers to what the user is doing at the time-working,
attending a meeting, eating lunch, etc.
o
Preference determines how communications (voice, instant messaging or e-mail) are established for
each activity type. The user can set up multiple find-me orders with each order defining the devices
to call, the duration of ring signals, whether call screening will be activated, etc.
o
An instant message can be sent via IM within Communication Organizer, as an SMS to mobile phones
or as e-mail.
o
Activity and preference information is displayed on the clients within Communication Organizer. An
activity for a user can be set in a number of ways-from Personal Assistant-PC, Personal AssistantWeb, Personal Assistant-Smartphone, Operator Assistant, scheduled in Outlook or Notes, with the
team function (monitor feature), and with the Mobile Location Server.
Instant messaging:
o
Text-based instant messaging is available and features multiple parties (chat), predefined messages
(for frequently used messages) and format conversion as needed (PC, SMS, e-mail).
o
Additionally, operators can “park” IM sessions like they do calls in the ‘loop’ positions.
o
This is a proprietary solution, it does not interface with other IM systems (e.g. MSN Messenger).
Server-based call log:
o
The call log is shared between the Personal Assistant-PC and Personal Assistant-Web applications.
The calls can be sorted (all calls, missed, incoming, and outgoing calls). Additionally, with PA-PC you
can call the number in the call log with the right mouse button.
o
-
Server-based Exchange and Domino Server integration with add-ins. The MX-ONE Communication
Organizer only allows one calendar/e-mail server to be configured for calendar synchronization and
Address Book retrieval. An activity for a user can be set in a number of ways-from Personal
Assistant-PC, Personal Assistant-Web, Personal Assistant-Smartphone, Operator Assistant,
scheduled in Outlook or Notes, with the team function (monitor feature), and with the Mobile
Location Server.
Security (directory access, data encryption):
o
The customer has the option of turning on SSL/TLS over the HTTP interface to protect the access
to the directory. However, there is no ACL that controls access on an individual or application basis.
o
For MX-ONE, the interface is based on Web Service (XML over HTTP or HTTPS) since the need of
TELNET or SSH does not exist for CommOrg.
o
The turnkey solution supports deployment in ADAM mode. In this case, the security integration is at
the minimum. To access other system resources, the security enforcement is based on Windows
security alone.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
10 (22)
Personal Assistant-PC:
PA-PC is a softphone client IP phone (VoIP). It provides the following features capabilities:
Business Class Telephony features
Make, Answer and Hang up calls
Highlight and hotkey dial from any application
Conferencing
Caller name identification
Automatic callback
Hold and retrieve
Redial
DTMF
Multiple calls
Call transfer
Diversion
Search by name & advanced
Browse
Click2Dial Communication Management
Personal number profiles
Message diversion
Call Log (In/Out/Missed)
Corporate Directory Access
Universal Free-seating Log-on
Boss/Assistant Monitoring functionality
Comfortable handling on PC monitor
Monitors up to 30 lines
Automatic pop-up/alert
Pickup calls on PC client or any phone
Change diversions and Personal Number Profiles on behalf of a colleague/supervisor
Delayed ringing and ring through PC speaker (when headset not worn)
Mute Microphone and Speaker
Configurable ring tones
Automatic Gatekeeper discovery
Backup Gatekeeper if primary Gatekeeper fails
Codecs supported; G.729a, G.729ab, G.723.1, G.711
Personal Assistant-Web:
o
Browser based
o
3rd party call control
o
Multiple devices supported (IP desk phones, legacy phones, mobile extension)
o
Promotes mobility; accessible in the office, remote locations, or from home
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
11 (22)
Find Me / Follow Me:
Receive calls and messages based on your activity and who is calling; To preferred place (device and number), in
preferred format, automatically based on Calendar or Location.
Team Function functionality (only available with Personal Assistant-PC):
o
View status for a group of people (30 maximum)
o
Phone status (free, ringing, or busy)
o
Comfortable handling on PC monitor
o
Automatic pop-up/alert
o
Pickup calls on PC client or any phone
o
Change activities on their behalf
o
Change profiles on their behalf
o
Delayed ringing and ring through PC speaker (when headset not worn)
Personal Assistant for P9XX Smartphone:
All Mobile Extension features can be easily accessed by the newly introduced Personal Assistant for Smartphone. The
Personal Assistant for Smartphone is a client application running on the latest Sony Ericsson P9XX modules.
Used in conjunction with Mobile Extension, the Personal Assistant provides the users with the following features:
o
The ability to search the corporate directory based on the last name. The search result includes the names,
extension numbers, and their active message diversion status (including the reason and the return time). The
user can then click to dial form the search list. The main benefits for the Personal Assistant for
Smartphone is for the Mobile or Business users who need quick access to the corporate directory wherever
they are with the ability leverage the Mobile Extension and MX-ONE PBX features through a simple
graphical user interface. No longer does the mobile worker have to remember the various feature codes to
cancel callback etc. Making a conference call or transfer a call is all made seamless though the use of the
Personal Assistant interface. The Personal Assistant brings the MX-ONE features out to the mobile worker
in an easy to use and portable way. Mobile Worker increases their personal efficiency and allows them to
always be in touch.
Operator Assistant:
Enhancements from D.N.A.:
o
IP-enabled Operator
o
Activity Management control for users
o
Instant Messaging
o
Configurable speech window size
o
Extension logged on to are displayed in status bar
o
Operator Assistant for the visually impaired is also offered
Directory:
o
Search and view Corporate directory
o
Integration with Personal Contacts in Outlook and in Notes
o
Search in any LDAP directories
o
All directory search option
o
Display preferred communication method
o
Click to initiate a communication session
o
Quick dial list
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
12 (22)
o
o
o
o
Progressive search
Configurable search method (FirstName, LastName)
Based on Microsoft Active Directory
ADAM supported as part of the Turnkey solution
MX-ONE MANAGER TELEPHONY SYSTEM:
The Manager Telephony System is a standard part of the MX-ONE Telephony System and contains MX-ONE
Telephony System embedded O&M functionality. Manager Telephony System is software only and shipped as part of
the MX-ONE Telephony Server. The 2.0 release includes an SNMP (v1+v3) agent as well as a first taste of the webbased GUI, with a couple of functions such as a command line to enter MML commands. It also contains a SOAP-based
interface which is used by Manager Identity to perform extension configuration. System related configuration is, in
this release, performed through MML-commands using either the Web-based command line or Win-FIOL. In coming
editions the Manager Telephony System web-based GUI is planned to be extended and eventually replace MML as the
preferred tool for the system administrator to configure MX-ONE Telephony System related parameters. MX-ONE
Manager Identity is positioned as the preferred tool for MX-ONE Telephony System extension related configuration
and as described previously also handles user administration for the MX-ONE components.
The MX-ONE Manager Telephony System is comprised of the following components:
Manager Identity:
which is the MX-ONE™ common user configuration system.
-
Manager Availability:
Which is the system for fault and performance management and is prepared for integration with
management frameworks
-
Manager Telephony System:
Which is the embedded management in MX-ONE™ Telephony System, providing functionality such
as an SNMP interface and web-based GUI functions.
MX-ONE Manager Identity:
Ericsson MX-ONE Manager Identity provides common user and extension configuration management for MX-ONE
Telephony System, MX-ONE Messaging and MX-ONE Communication Organizer. Manager Identity integrates
functionality similar to what is provided by D.N.A. Extension Manager and D.N.A. Directory Manager for the Ericsson
MD110, thereby reducing the number of GUIs required to carry out day-to-day tasks such as adding a new employee
and associated extension number(s). The intended target user of the MX-ONE Manager Identity is the user
administrator.
The Manager Identity product consists of a server and a client component. The server part is integrated with the
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
13 (22)
ONE management system for management of entire MX-ONE system.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
14 (22)
MX-ONE™ Communication Organizer server functionality and the client part is implemented as a Microsoft
Management Console snap-in application. The server part stores user configuration data in Microsoft Active Directory
using Application Mode . The server part of Manager Identity runs on the same server as the MX-ONE™
Communication Organizer.
Manager Identity Features:
Enter a new MX-ONE user only once, instead of once for each MX-ONE service the user shall have
-
Changes, such as password reset, only made in one place
-
Microsoft Active Directory Application Mode.
Manager Identity Functions:
o
Directory data:
o
Manage directory data for Communication Organizer using MS Active Directory.
o
Manage directory set up as a separate domain or incorporate into existing corporate structure.
o
Manage departments and users PBX data:
o
User and Extensions are configured concurrently when the user is added, provide a one-step
configuration. Data is entered from a single point of entry.
o
User-related data such as CSP, Groups etc… can be configured within the same GUI.
o
Other data:
o
Locations - enabling MLS integration
o
User Templates - gives non-telephony experts the ability to create users with ease.
o
User Defined Fields
o
Calendar integration - mailbox look up for Exchange and Domino Transaction log
o
Snapshot of all PBX MAC requests providing: o Audit function of who is doing what o Ability to
replay a failed request o Persistent data for record keeping. MX-ONE Messaging Integration
o
Add, change, delete of mailboxes can be done when the user is created. One-step integration.
o
Security:
o
Manage privilege profiles for Communication Organizer and MX-One Manager
o
Assign licenses for Communication Organizer
o
All sensitive data are secured via transport protocol (SSL) and encryption
o
User is authenticated and authorized before tasks can be performed
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
15 (22)
MX-ONE Manager Identity vs. D.N.A. EMG and DMG - Comparison:
o
User-centric instead of extension-centric, combining EMG and DMG functions
o
DMG functions mostly the same
o
Subscribers and user accounts are combined in Manager Identity (MI)
o
User permissions assigned in MI
o
Targets non-telephony expert (MML commands knowledge not needed)
o
Multiple nodes can be configured at the same time
o
Optional IT integration with corporate directory structure
o
Network and Directory access (write functions) are more secure
MX-ONE Manager Availability
Ericsson MX-ONE™ Manager Availability provides fault and performance management of all MX-ONE servers and
applications, i.e. MX-ONE Telephony System, MX-ONE Messaging and MX-ONE Communications Organizer as well
as the Linux and Windows servers they run on.
Manager Availability is based upon selected BMC PATROL® components and prepared for integration with an
existing SNMP capable management framework, thus leveraging the customers existing skills, processes and
management framework investments.
It consists of the following components – all prepared to be easily installed and integrated with the MX-ONE™
system to be managed:
o
A web-based management Console software running on Windows
o
MX-ONE alarm monitoring console
o
Agent (one per MX-ONE™ server) software with Knowledge modules to manage detailed aspects of
Windows and Linux servers, Active Directory and MX-ONE™ applications respectively. One agent
with knowledge module(s) is installed on each managed server.
o
An SNMP Bridge module for integration of the management console with an SNMP v1 capable
management framework. MX-ONE™ alarms are then forwarded to the management framework. The
SNMP Bridge module could be installed on the same server as the Console or it could sit on another
server closer to the management framework, potentially on the same side of a firewall as the
management framework to avoid using SNMP v1 passing the firewall.
o
Monitoring of OS+HW, tailored to MX-ONE
MX-ONE CALL CENTER:
ACD for MX-ONE Version 2 is based on Stand alone Solidus eCare 4.1 including:
Inbound Call Center, voice only, no IVR
Queuing,
Skills based routing,
Queue announcements
Configuration manager
Report generation,
real time overview (Information manager)
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
16 (22)
And, last but not least, MX-ONE works with your existing phones – and more (cell
phones, analog phones, etc).
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
17 (22)
Mobility and the New Student
By Winnie Sung
Ericsson Enterprise AB
This article first appeared in the ACUTA Journal, Volume
9, Number 2, Summer, 2005.
“We were struck at the appearance of an
ample Black Board suspended on the wall,
with lumps of chalk on a ledge below, and
cloths hanging at either side. I had never
heard of such a thing before and there I first
witnessed the process of analytical and
inductive teaching.”
- Samuel J. May, 1813-14
messaging
as
their
main
form
of
communication. These are the Generation X
students (born between 1965 and 1980), who
are comfortable with e-commerce and
represent a high percentage of entrepreneurs.
These are also the baby boomer students,
who could be single mothers completing
degrees via elearning.
Close to 200 years ago, a simple blackboard
changed the way abolitionist Samuel J. May
learned about math while attending a school
in Boston. It was his first encounter with what
was then considered the latest in education
technology.
These new students have vast differences in
background,
social
behavior,
and
expectations. The biggest challenge facing
higher education institutions is how to deal
with such a variety of people.
Fast forward to 2005, and the blackboard as a
learning tool has evolved first into digital and
now mobile modes of communication. As a
result of the progression from blackboard to
overhead projector to online course to mobilevirtual classroom, participation in higher
education has increased. For example,
according to a 2004 report by the National
Post-secondary Education Cooperative, 75
percent of
respondents at Rensselaer
Polytechnic Institute indicated that delivering a
course to their workplace was the sole reason
they could participate in the class. Similarly, a
collaborative distance-education program
between Old Dominion University and
community colleges in Virginia yielded a 3.3
percent increase in the college participation
rate among Virginia residents. It appears that
technology has, indeed, made higher
education more easily accessible to the
population.
Who Are Today’s Students?
Because of its accessibility, higher education
is no longer dominated by 18-to-22-year-olds
who are enrolled full time and live on campus.
According to the National Center for
Education
Statistics, many students are older (43
percent are over age 24), and more students
than ever are part-timers. As a result, the
profile of today’s higher education students
continues to change drastically.
The Society for College and University
Planning calls this burgeoning population of
learners “new students.” These are students
who have been heavily influenced by
information technology. These are the
Generation Y students (born between 1981
and 1995), sometimes called millennials,
ngeners, or NetGeners, who use instant
What Are the Needs of the New Students?
Regardless of their backgrounds, new
students are the customers of higher
education institutions. True, they are here to
learn. But they are also highly sophisticated
customers who have options and are willing to
make choices. They look for a certain level of
service, in both response time and quality, or
they will not stay. Self-service, when
available,
becomes
an
increasingly
acceptable choice and, for many, the
preferred way to navigate universities and
colleges. Thus, providing the right service is of
utmost importance.
Service is about listening to the students—
understanding and accommodating various
learning styles and, most important, meeting
their needs. Information must reach these
students whenever and wherever they need it;
it must not require them to wait until they are
sitting at their desks.
Staying technologically connected is the
number one priority for the new students.
According to a recent study by the Pew
Internet & American Life Project, of 1,460
mobile phone users surveyed, 63 percent of
mobile phone users in the Generation Y
demographic use short message service
(SMS) compared with 31 percent of
Generation X mobile phone users. In a
campus environment, this means, for
example, that students want grades or
schedule updates forwarded to them as soon
as they are available, directions to classrooms
instantly, and access to campus security via a
single click on their mobile phone when they
need help.
higher
education
institutions
offer
automated
e-mail
response
and
customized Web-mail to provide instant
responses to students. Students can get
answers to a host of questions. Topics
ranging from college admission to
graduation are immediately provided to a
student’s e-mail account or Web portal
24/7. The new students are customers of
e-commerce;
a
higher
education
institution, just like any e-commerce site,
must ensure that its customers are served
promptly so they won’t abandon their
“shopping baskets” and move on.
While providing automated services
without delay is important, it is also vital that
live service of exceptional quality is readily
available—operators who will listen to the
needs of the students and offer live
assistance. On many campuses, when
students call an instructional help desk
staffed by generalist faculty, they expect to
get answers concerning the logistics of a
course seven days a week, even when the
instructor is not available. When a question
requires the expertise of a tutor or teacher’s
assistant, they expect the generalist to
locate and then route the query to the
proper professor so that they get the
answer they are looking for and can
complete an assignment successfully.
Servicing the Customers
In embracing the evolution of technology,
many higher education institutions have
already been transformed with the
infrastructure required to serve students’
needs, such as university portals, wireless
networks, and mobile devices. Many of
these institutions, in meeting the challenges
of delivering the right kind of service to their
customers, have applied today’s “serviceto-the-student” standards to a new
generation of contact center technology.
But connecting is not the only need. Our
24/7 customer-service culture has nurtured
the attitude of zero tolerance for delays. To
eliminate delays, an increasing number of
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
18 (22)
Today’s contact center technology has
grown beyond the stereotypical image of
agents sitting in a room, answering calls
about account balances or product
information. These days, it’s about
providing the services that the new students
need to stay connected— creating a more
proactive response center using not only
the traditional technologies, such as
interactive voice response, but also
technologies such as SMS and global
positioning service. It’s also about providing
automated services, such as auto e-mail
response and customized Web-mail, in
various media and in the format chosen by
the student, as well as segmenting the
students and mapping them to skilled
experts, regardless of time or geographic
location.
Up-to-date contact center technology
should also provide a means for the
institution to stay connected with the
parents of students, in the medium desired
by the parents, anytime anywhere. So, for
example, the business office might send a
“trigger” e-mail to remind parents of the due
date for tuition, or student life might send an
“alert” e-mail, or call, or SMS message to
notify parents of school festivities.
More than Just Customer Service
In a knowledge-based culture such as ours,
the main goal of higher education
institutions is to educate our new
generation. Yet, because higher education
institutions are essentially enterprises as
well, efficiency and revenue generation are
critical to success.
Mobile extension technology brings some
new efficiencies to the contact center. With
today’s contact center technology, the staff
members of the 24/ 7 instructional help
desk as well as the expert tutors are no
longer required to be on campus—main or
remote—at the time of service. They can be
on the move or working from home or in the
dorm. They also don’t need to be tied down
to a specific schedule; their participation is
dynamic, occurring only when it’s required.
This flexibility enables the institution to save
on operating expenses while allowing staff
members to achieve greater efficiency and
enjoy more freedom. Virtual contact center
technology today also creates larger agent
groups whose pooled resources accomplish
more.
Students find satisfaction in the use of
efficient technology. Just as the office
worker expects technology to help him
communicate with coworkers, students
want easy access to fellow students or
departments: They want to simply dial an
extension to reach a friend or initiate a
study session via a conference call.
Students learn best when they are
engaged, thinking critically, and using the
tools that can encourage development of
skills they will need when they enter the
workforce.
More colleges and universities are adopting
mobile extension technology in an effort to
fulfill the needs of these new students. The
technology creates more options to
accommodate a wide range of new student
learning characteristics, and it also provides
revenue for the institutions which may offer
it to students as a chargeable service.
institution via its PBX and allowing for a
whole range of conveniences. Students
can call fellow students or departments
simply by dialing an extension. They can
access PBX features such as a security
hot line, callback, message diversion,
and follow-me. They can participate in
study groups attended by students and
tutors from geographically dispersed
areas, while being able to access PBX
features such as intrusion, call park,
conferencing, and second line.
Samuel Would Have Been Pleased
From blackboard to digital to complete
mobility, technology has indeed come a
long way since Samuel May was first
introduced to the blackboard in the
1800s. He would have been pleased to
see how, because of technology, the
ways and time that education can be
delivered are both expanded and
extended. Institutions that meet the
needs of the new students and overcome
the mobility challenge can distinguish
themselves from others in ways that
extend well beyond academics.
Winnie Sung is Product Manager,
Contact Centers, at Ericsson
Enterprise AB.
Mobile extension technology makes it
possible for the student’s mobile phone to
be connected to the institution’s PBX, just
as any other campus extension is. Traffic to
and from the mobile user passes through
the institution’s PBX, which acts as a
communications platform, allowing the
system to link services to the calls. Users of
the mobile extension technology are
defined just as other standard extensions. A
telephone number is associated with the
extension, as well as the relevant class of
services. For other users of the institution’s
PBX, the mobile user exists just as any
other extension does.
Mobile extension technology can also act
as an adhesive force for the community,
enabling students to be integrated with the
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
19 (22)
PRODUCT STATUS AT-A-GLANCE
Support: (800) 227-8403
End-of-Life
Releases
Supported and
Sustained Releases
Latest Release
COMMUNICATIONS PRODUCTS
BC9
MD110
Manufacturer Service
Stopped Dec 2004
BC11
BC12
Latest: SP15
Latest: SP8
No Further Service Packs and
fixes after Sept 2005
Last add-on sales March 2006
v 2.0
MX-ONE
GBP9
GROUP SWITCH
GJUG4s no longer
manufactured
DNA 4.1
DNA
WebSwitch 2000
ITG
EEBG
AppLink
GBP10
DNA 5.0
DNA 5.2
Latest SP4
Next SP in April 2006
WS 2.6
WS 3.1
Manufacturer Service
Stopped August 2003
Latest: SP6
(3.1.6 build 8)
AL 3.0
AL 4.0
Latest: SP12
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
20 (22)
PRODUCT STATUS AT-A-GLANCE
Support: (800) 227-8403
End-of-Life
Releases
Supported and
Sustained Releases
Latest Release
CALL CENTER PRODUCTS
SeC 2.1 & OAS 1.2
SeC 3.0 & OAS 2.5
SeC 4.1 & OAS 3.1
No further add-on sales
Solidus eCare &
OAS
Manufacturer Service
Stopped August 2004
Existing customers
cannot order Licenses,
Hardware after Aug
2003
CCM 2.0
CCM
No further Service Packs or
Fixes
Service Stop: September 2006
Latest SeC: SP2, Hot Fix 203
Latest OAS: SP2
Latest SPs: SeC 3.0 SP8, OAS
2.5 SP8
CCM 4.0
Latest: SP5
CCA 3.0
CCA
Latest: SP6
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
21 (22)
PRODUCT STATUS AT-A-GLANCE
Support: (800) 227-8403
End-of-Life
Releases
Supported and
Sustained Releases
Latest Release
MESSAGING PRODUCTS
OB 2.01
OB 3.0
OB 4.01
Patch 39131
No further add-on sales
OneBox
No further Service Packs or
Fixes
Service Stop: May 1, 2006
CallXpress
CX 7.5
CX 7.71
RightFax
V 9.x
Seneca
(voice dialing)
V 4.5
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006
22 (22)
For further information please contact ericssonsales@dscomm.com. You may
also click the link if you wish to subscribe/unsubscribe.
The information contained within is for information purposes only and does not represent the views of
Ericsson, Inc. This newsletter is not intended to replace the official technical product literature set forth by
Ericsson. Information within is not binding and subject to change without notice.
This document may not be modified, retransmitted, or reproduced without the express written consent of
D&S Communications Inc.
(800) 227-8403
ericssonsales@dscomm.com
D&S Communications Inc
Copyright 2006