LOUIS GUZIK

TELCOM 2064

REPORT PROJECT

SUMMER, 1996

INSTRUCTOR: BRUCE HUTCHISON

[Technologies Involved]

There are several technologies that need to be discussed: video conferencing, desktop conferencing, document conferencing, ISDN, ACD, and CTI.

Video conferencing is a tool for business to use in collaborative work. Video conferencing can help a company by letting remote computer users see each other, conduct meetings and work together on projects. Video conferencing can provide information sharing capabilities and innovative ways to convey new ideas. With the advantage of instant communication, work can become faster and more effective.

Physicians, sales people, engineers are all finding video conferencing on a shared network helps to resolve some of the design and management problems that come up day to day. By linking remote sites customers can be connected directly to specialists to review their accounts, which leads to increased customer satisfaction. Multiple vendors can review each others plans on a project, which reduces reworks and saves time due to accurate information. Research and development can now do real-time co-development between research facilities. Health care professionals can provide immediate access to medical specialists from remote locations for review of medical X-rays and surgery video tape, improving patient care while reducing travel time and costs to access a specialist.

Desktop conferencing is a Virtual Meeting that brings coworkers together over shared, editable documents. Generally the software is written for Microsoft Windows applications. Desktop conferencing may or may not provide support for video conferencing. For some collaborative work, you do not have to see and hear each other. Document conferencing can often be easier and more cost-effective than video conferencing. In collaborative document conferencing there are four main basics to understand: whiteboarding, data sharing, file transfer and real time messaging.

Whiteboards offer a way to instantly add pen-like underline, circling, underlining or any other hand writing. The added highlights are instantly seen by all parties. The images on the whiteboard have to be captured through a filter that creates a Windows BMP format file. Whiteboards generally offer a changeable view for zooming and scrolling through the images.

Data sharing is a little bit more difficult to perform. Data sharing programs offer a remote-control environment that lets user edit files simultaneously. With remote-control two or more users can take turns editing the same file.

File transfers allow sharing of common data files for off-line and on-line editing. Examples of this would be database, spreadsheet or wordprocessor files. This process is known as uploading and downloading.

Chat mode or real time messaging offers the ability to exchange text messages between two or more users. Chat mode can be selective as to which users actually see the messages and also can be password protected. The chat mode is a relativly simple graphics interface. The screen itself has scrollbars, buttons and keyboard options for selecting features.

Intel's ProShare is an integrated, ITU standards-based system that supports video, desktop, and document conferencing and shares data between multiple callers at the same time. PC users in several locations can use a multipoint service or a Multi-Point Control Unit (MCU) to video conference and work together sharing data from different sites. A switched video window displays only the person who is talking or projects a continuous presence arrangement (if multipoint service is being used) that allows you to view up to four people at the same time.

ProShare is compliant with H.320 and T.120 conferencing standards. This allows video conferencing with other ITU standards-based PC desktop and room conferencing systems, or standards-based MCUs for multipoint calls.

A conference room interface keeps track of who is presently talking. This communication offers the ability to see and hear everyone in the conference as if they were all in the same room together. In addition ProShare supports high-resolution video and high quality audio multimedia exchange. A Conference Manager software package provides a single point of control for all product features.

Steven C.M. Chen reports that ProShare Video System 200 "has both ISDN and LAN support in a single, easy-to-use package." ProShare produces good quality video running on a Pentium machine with an ISDN line. ProShare 150 also comes as a LAN only package using IPX, NetBIOS, and TCP/IP. Intel does not ship a NT-1 adapter with the package. Desktop and document conferencing services such as whiteboarding and data sharing applications are handled by a standalone package call ProShare Premier. ProShare Premier features include 160x120 dpi or 320x240 dpi video windows, brightness, contrast, tint, zooming, volume and mute controls, and phonebook support.

ProShare's video compression is handled by on-board hardware. Indeo software by Intel handles the decompression. Video frames rates vary from 8 to 15 frames per second, although tiling may occur in large windows at higher frame rate speeds.

Intel also offers an add-on product, ProShare Presenter. Presenter allows more than one conference to take place at the same time, in a broadcast form. Presenter offers password protection so as to keep some meetings private. The Presenter software must run on a Pentium with 16 Mb RAM and users must have at least a 486 with 8Mb RAM. Both require 10Mb disk space. Other video conferencing products are available with virtually the same features and price.

ISDN stands for "Integrated Services Digital Network." ISDN is a switched digital service available from some local telephone companies. Basic Rate ISDN Service uses the Basic Rate Interface or BRI. BRI provides, over a single twisted pair, two 64 kilobits per second digital bearer channels or B channels and a single 16 kilobits per second digital Delta channel or D channel. The 64 kilobits per second bearer channels can be used for circuit switched voice, circuit switched data at up to 64 kilobits or packet switched data at up to 64 kilobits. They can also be used for high quality audio, video conferencing, bit-map image communications or file transfer and sharing. To establish calls on either of the 64 kilobits per second B Channels, messages are sent across the 16 kilobits per second D channel or Delta channel. This channel provides "out of band" signaling for call supervision and control and for feature activation and feature indication. Very little of the 16 kilobits available on the D channel is actually required for signaling; therefore, in most cases, the D channel will also support packet access so that terminals operating in packet mode can communicate with other packet mode terminals either connected to the ISDN or connected to any of the world's public packet switching networks.

The Network Termination 1, or NT-1 provides the physical and electrical termination of the twisted pair coming from the phone company's central office. The NT-1 also converts the 2 wire twisted pair connection into a 8 wire distribution system within your premises. This provides a standard interface for ISDN terminal equipment. Any terminal equipment designed to meet the ISDN standard can plug into this interface by using a standard 8-pin RJ-45 connector. The NT-1 also provides remote diagnostic capabilities to allow central office personnel to perform centralized fault isolation.

ISDN/Ethernet bridges or routers can combine both ISDN B Channels and apply compression to provide data transfer rates of up to 500 kbps over a single ISDN line. Most products route IP, IPX, bridges and other protocols. Sometimes bridges are a better solution than routers. Since bridges perform MAC-layer bridging, they will operate with any network operating system.

A feature service of PBXs is Automatic Call Distribution, which handles the distribution of incoming calling to the appropriate extensions. ACD can be enhanced with desktop telephony software, running on a LAN, helping to control the PBX. Automatic Call Distribution (ACD) is a specialized phone system used to handle a high-volume of calls, both incoming and outgoing. Originally it was designed only for incoming traffic (e.g., for a customer service center) but the technology is increasingly being used by call-generating firms (e.g. telemarketers). An ACD system will recognize and answer an incoming call, then search a database for instructions on how to handle the call, and send the call to a recorded prompt or the appropriate person. For outgoing traffic, the systems can automatically dial numbers and procedures for selecting outgoing lines. ACD systems are designed to increase responsiveness to inbound callers and increase agent productivity. They have the capability to distribute or route incoming calls to available agents based upon management's criteria.

There are many features in ACD including the definition and/or prioritizing of groups and the capability of agent sign ON and OFF. An ACD incoming telephone line can be programmed to ring a group of extensions (agents) and distribute calls on an even and/or prioritized basis. In the event all agents are busy the ACD will answer, and with a recorded announcement, invite the caller to hold and connect with music on hold. Thereafter, the call will be distributed on a first come first serve basis as soon as an agent becomes available. Telephone line and agent priority can be set between different levels. Priority should be considered for calls coming over 800 numbers or other special long distance zone telephone numbers. Prioritized calls jump ahead in the queue. The ACD has also an overflow feature, which will transfer a caller, waiting longer than a programmed period of time, to special message taking agents or voice mail, where a caller may have the option to leave a message or return to queue. If a caller returns to queue he/she will retain the same position they previously held.

The ACD provides an extensive collection of reports. Some of the reports are: Agent Report, Line Report and hourly reports. Customized reports can highlight a specific application or monitor traffic with color screens, as well as retrieve and store historical data. ACD can be combined with Transaction Management software for approximately 200K of bandwidth. High quality modes requires 450K.

Computer Telephone Integration (CTI) has been available in different forms for about ten years. The technology has mainly been used by large call centers, such as airlines and department store catalogue ordering. The PBX sends information about the call to a network, and the network instructs the PBX how to handle the call. The PBX routes the call to the appropriate person. On the person's computer screen they would see database information about the person calling. CTI systems can range in price from $50,000 into the millions of dollars. "A PBX has more than 100 or 150 features, but most of us use only about five percent of them," says Jeanne Bayless, president of AnswerSoft (Plano, TX). But CTI can help to reduce costs by having more applications incorporating telephones and computers with graphical interfaces.

The Definity Generic 3 V2 (G3r PBX) system can service from 20 to 25,000 stations with 400 maximum trunk lines. The system's three main hardware elements are the processor port network (PPN), expansion port network (EPN), and an optional center-stage switch (CSS). Together these three elements make up what is called "the switch." Supplied are eight ports for Direct Inward Dialing (DID) trunks. The digital line has eight ports for connecting DCP-based digital voice terminals, PC/PBX Platform and data modules. The Definity system supports ISDN-BRI interface with AT&T's "Digital Communications Protocol (DCP)." A BRI line has 12 ports for connecting up to 12 or 24 (using a passive bus configuration) ISDN BRI-based digital voice terminals, PC/ISDN Platform and data modules.

AT&T's CallVisor Adjunct/Switch Application Interface (ASAI) software package for the Definity system offers computer-telephone integration. CallVisor is based on CCITT standards for ISDN. CallVisor provides a digital link for direct communications between the PBX and the computing environment. Some of the telephony capabilities included are the setup, transfer, conference and disconnect of calls controlled by a computer rather than by a manual telephone. CallVisor can control the PBX feature "message waiting lamp" and agent login and call center groups through data terminals. Also it offers routing calls based on Automatic Number Identification (ANI) and ACD activity such as the number of calls in queue and available agents.

The Definity system can operate a Multipoint Control Unit (MCU) and support 4 to 24 ports, in 4 port increments. The ports can then be connected to multiple video conferences, or they also can be connected to either Group or Personal Video Systems.

The 8510 voice terminal phone set provides ten lines, 13 fixed features buttons, built-in speakerphone and a jack for headphones. It also has a two line display and can support hardware for voice, data, image and video applications.

AT&T's PC/ISDN BRI Platforms connect the telephone and PC together into an integrated voice and data workstation. The workstation includes a digital voice terminal, PC expansion card, and software.

Centrex is the RBOC solution for business telephone service that takes advantage of public telephone network. Centrex works right through existing phone lines and touch-tone phones, which means no investment in costly equipment. Centrex works as an RBOC's Central Office and offers most of the same features as a PBX: Direct Inward Dialing, Direct Outward Dialing, Intercom, Consultation Hold and Three-Way Conferencing, Automatic Callback, Call Hold, Call Forwarding, Call Pickup, Call Waiting with Tone Block, Directed Call Pick-up, Distinctive Ringing/Call Waiting and Hunting. Although the old Centrex system is no longer offered as a product, Bell Atlantic will still support contracted grandfathered sites.

SoftPhone is a client/server-based application that provides for call management and control. SoftPhone automates phone activity, provides access to hard-to-use phone system features, and has links that help to integrate phone activity with complex office tasks. Using a mouse on SoftPhone's graphical user interface, you can perform call functions: set up and modify conference calls on-the-fly, get access to call notes and call history, and review lists of unanswered calls and previously dialed numbers. The PC based software allows access to call logs and to sort the logs and capture log data for reporting. You can also receive data from other applications and send call data to them.

[Issues of Implementation]

There are several issues that need to be discussed: Overall system, hardware requirements, installation, and human factors.

Mr. Bruce Hutchison, the instructor for this course, is quoted from a Email FAQ "You can assume that you are ISDN compatible to the public switched network." Also he adds "You are in Bell of PA area so the(y will) support ISDN BRI although it may not be out of the same serving CO as your Centrex. In that case you do not pay mileage charges but you will be required to pay mileage charges or change to a local exchange if your CO becomes ISDN equipped later." So the local phone company can supply ISDN to the Centrex system.

Overall the system will be arranged as follows. The two LANs will be connected by an ISDN Bridge at each site, supporting Desktop and Video Conferencing with ProShare running on each PC workstation involved. The Greensburg site will have a telephony card installed in it LAN connecting it to the Definity PBX. The PBX will be running CallVisor. Also at both sites each workstation will be running SoftPhone for Desktop Telephony services. The 85xx and 84xx sets are ISDN compatible, so we will be able to still use them for some time to come. I spoke with Mary Tooher, of Bell Altantic, about the Centrex system and the LAN at Greensburg. She informed me that the Centrex system will do telephony service. She said "whatever you can connect to a PBX, you can connect to the Centrex as well." Also she agreed that Centrex could support ISDN service.

The ProShare installation is straightforward. The hardware consists of: two PC boards and one NT-1 adapter. The hardware and software install time takes about one hour. LAN installations requires Desk Personal Conferencing Manager plus the user's own NIC card. LAN installations requires approximately 200K of bandwidth, high quality modes requires 450K. ProShare's minimum system requirements are: 486/33 based PC, 8Mb RAM, 16Mb disk space, VGA monitor, and Microsoft Windows 3.1.

The ISDN calls are originated automatically by the bridge without complicated user procedures. The bridge sets up the first ISDN B Channel when needed and drops it after a predetermined period of no activity. The second B Channel call is originated when the traffic reaches a predetermined threshold and drops when traffic falls below a set threshold for a specified period of time.

To use existing analog modems and fax machines on an ISDN line, a Terminal Adapter, or TA, is needed that can convert from the non ISDN protocol or signaling method into the ISDN interface. The Terminal Adapter performs the function of converting the existing interfaces into ISDN standard.

NetWare Telephony Services will access the PBX architecture allowing telephony software application to interact directly with the PBX. The LAN is connected to the Definity PBX by a WAN card. NetWare can then route requests, such as placing a conference call, to the PBX which specifies how the messages are passed to its switch. PBX hardware is installed on the server which allows PBX-to-server ISDN connections for video conferencing. The Definity uses a ISDN BRI link to the server. The BRI board is installed in the server and handles its messages.

SoftPhone by AnswerSoft will run on the PC workstations and control telephone functions. SoftPhone will be used in user and administrator modes. SoftPhone communicates with the telephony LAN server.

Some of the workers may seem to resent the new telecommunication system, what can be done? It depends why they are resentful and how serious they are about it. Sometimes, there's good-natured kidding about the telecommunication system. But if the kidding isn't so good-natured, and if it becomes sarcastic and spiteful, that's a problem. It can be especially tough if the resentment also leads to lack of cooperation and support. We need to determine, perhaps with management's help, what's the cause of the resentment. One frequent problem is that the workers end up with more work and more interruptions than before. The telecommunication system needs to be planned properly to maximize its acceptance by the workers and to help to avoid these problems.

[Recommendations]

A hard question to answer is if we build it will they come? Will the customers have the hardware and software to access the full system? Are our own people going to use the system? If any components of the system go down what will the backup systems be?

I recommend going with the boss's second idea. If the money is available for the redesign and if our customers will be using video or desktop conferencing, these changes could greatly improve the response time to customer issues and questions.

In today's business world, people need to work more closely together, whether they are in the same office, or miles apart. Integrating data networks and telephony is an essential tool for competing effectively and making the most of the resources available. Networking allows the joining of resources together to accomplish business goals. Telephony and networking allows employees to access and share data, as well as computing.

Connecting ProShare to the office computer systems at both locations (Greentree and Greensburg) on an Ethernet LAN, ISDN/Ethernet bridge/routers will provide remote workgroups and telecommunications with other professionals with high-speed digital service to different distant enterprise networks and other resources.

Training on the new products is essential. While the workers at attending the training class, there will be a need for others to cover their responsibilities at work. Possibly hiring a few temps to cover things during the training classes would keep the office functioning.

If the LAN network system crashes NetWare System Fault Tolerance allows users to have a redundant server that has a mirror image of all files. This should help keep the phone system running if the LAN goes down for any reason.

SOURCES:

On-Line Business Computers Ltd
Coles Yard
South Street, Wincanton
Somerset, U.K.
http://www.zynet.co.uk/on-line/video.htm

David Seachrist
BYTE
Nov., 1995
p233-237

Intel Corporation
2200 Mission College Blvd
Santa Clara, CA 95052-8119
USA
http://www.intel.com/

Steven C.M. Chen
PC Magazine
April 25, 1995
p240

Yvonne L. Lee
Infoworld
Feb. 5, 1996
p39

Cameron Communications Group
http://www.ccg4isdn.com/ccginfo.htm

Executone
Milford, CT
http://www.executone.com/

Apices Group
http://www.netrover.com/~apices/apihp.html

LAN Magazine
July 1994
p71

Introduction to Definity Communications System Generic 3 V2
AT&T Customer Information Center
2835 North Franklin Road
Indianapolis, Indiana 46219
p. 5
1-800-432-6600

The End.