NEC SV7000 SolutionDescription

GD3300-05-004 Page 1 of (67) October 2005
UNIVERGE
SV7000 Solution Description

Version 3

Table of Contents

1 Overview .................................................................................................. 4
2 UNIVERGE SV7000 System Architecture .............................................. 4
2.1 Hardware Components....................................................................................... 5
2.1.1 SV7000................................................................................................................. 6
2.1.2 SV7000 Multiple Protocol System (MPS) ............................................................. 6
2.1.3 LAN/WAN Infrastructure ....................................................................................... 6
2.1.4 Terminals .............................................................................................................. 6
2.1.5 Wireless LAN........................................................................................................ 6
2.2 Software Components ........................................................................................ 6
2.2.1 SV7000 Software.................................................................................................. 6
2.2.2 MA4000 Manager and Assistant........................................................................... 6
2.2.3 UM4730................................................................................................................ 6
2.2.4 Other Voicemail Integration.................................................................................. 6
3 Applications ............................................................................................. 6
3.1 Telephony Applications ..................................................................................... 6
3.1.1 Pure IP Voice Call................................................................................................. 6
3.1.2 TDM Voice Call ..................................................................................................... 6
3.1.3 Facsimile Call........................................................................................................ 6
3.1.4 Telephony System Features................................................................................. 6
3.1.5 Centrex Capability for the Enterprise Environment............................................... 6
3.1.6 Toll By-pass Telephony........................................................................................ 6
3.2 Next Generation Features and Applications .................................................... 6
3.2.1 Encryption and Security........................................................................................ 6
3.2.2 OpenWorX............................................................................................................ 6
3.2.3 Personal Call Assistant......................................................................................... 6
3.2.4 Communications Portal......................................................................................... 6
3.2.5 Softphone.............................................................................................................. 6
3.2.6 MA4000 Assistant................................................................................................. 6
3.2.7 Unified Messaging................................................................................................ 6
3.3 Traditional NEC Applications ............................................................................ 6
3.3.1 Automatic Call Distributor (ACD) .......................................................................... 6
3.3.2 Business Attendant System.................................................................................. 6
3.3.3 AIMWorX Call Accounting..................................................................................... 6
3.3.4 MTS Call Accounting............................................................................................ 6
3.4 Maintenance/Infrastructure Cost Reduction .................................................... 6
3.4.1 Centralized Management...................................................................................... 6
3.4.2 LDAP Server Integration....................................................................................... 6
3.4.3 User Mobility......................................................................................................... 6
3.4.4 Infrastructure Cost Reduction............................................................................... 6
3.5 Robust Fail-over and Survivability Strategies ................................................. 6
3.5.1 Core Equipment Redundancy............................................................................... 6
3.5.2 Survivable Remote Media Gateway Controller..................................................... 6
3.5.3 Basic Fail-over to Analog...................................................................................... 6
3.5.4 Power over Ethernet............................................................................................. 6
4 UNIVERGE-enabled Solutions................................................................ 6
4.1 Solutions Overview............................................................................................. 6
4.2 Enterprise Business Solutions .......................................................................... 6
4.2.1 Customer Features ............................................................................................... 6
4.2.2 Distributed Office Location Environment............................................................... 6
4.2.3 Products and Services That Can Improve Customer OPEX................................. 6
4.2.4 End-User Features................................................................................................ 6
4.3 CENTREX for the Enterprise Solutions ............................................................ 6
4.3.1 Solution Feature Set............................................................................................. 6
4.3.2 Benefits to Customers of a Hosted IP Solution..................................................... 6
4.3.3 Benefits to Operators of a Hosted IP Solution...................................................... 6
4.4 Education Solutions ........................................................................................... 6
4.4.1 Mobility and Collaboration..................................................................................... 6
4.4.2 Classroom & Distance Learning........................................................................... 6
4.4.3 Student Services................................................................................................... 6
4.4.4 Fund Raising and Revenue Generation................................................................ 6
4.4.5 Administrative Productivity.................................................................................... 6
4.4.6 Campus Safety & Security.................................................................................... 6
4.4.7 Network Management & Security......................................................................... 6
4.5 Healthcare Solutions .......................................................................................... 6
4.5.1 Business Continuity/Core Infrastructure ............................................................... 6
4.5.2 Converged Mobility............................................................................................... 6
4.5.3 Multimedia Collaboration...................................................................................... 6
4.5.4 Workflow Management......................................................................................... 6
4.5.5 Patient Privacy/Network Protection....................................................................... 6
4.5.6 Patient Relationship Management........................................................................ 6
4.5.7 Facility Safety/Security.......................................................................................... 6
4.6 Hospitality Solutions .......................................................................................... 6
4.6.1 NEC Hospitality Feature Set................................................................................. 6
4.6.2 Converge Architecture Features for the Hospitality Environment......................... 6
5 Related Documentation .......................................................................... 6

1 Overview
NEC Unified Solutions, Inc. introduced the UNIVERGE solution in 2004. This solution
is based upon an Internet Protocol (IP) architecture and is directed towards customers
that want to deliver next generation features as well as the traditional telephony
features. This convergence of data and TDM networks results in decreased
administration and equipment cost as well as more feature rich communication systems
that have all of the benefits traditionally associated with data networks.
To date, there are over 190 customers Worldwide using this solution. These customers
are located across the globe including: Asia, Australia, North America, and Europe.
Customer types range the spectrum from local governments, large international
businesses, large enterprise domestic businesses and small to medium size businesses.
Key factors influencing the selection of the UNIVERGE IP Telephony System include
the following:
Carrier-class availability/reliability
Open architecture and standards
Superior voice quality
NECs strength in voice and data networks for convergence
System applications
Broad portfolio of customer services
The fundamental benefit to NEC customers is that this solution brings true convergence
to the marketplace. Customers can seamlessly integrate the UNIVERGE solution with
their existing networks, particularly NEC NEAX
systems, or use the solution in a stand-

alone environment. In either case, this solution brings state of the art engineering
together to provide a next generation solution that can satisfy all market segments (i.e.
the new datacom world as well as the traditional TDM world).
2 UNIVERGE SV7000 System Architecture
The main focus for the UNIVERGE solution is to provide an architecture that has been
built ground up to support a converged network as opposed to IP-enabled architectures
or vendors that have simply strung boxes together to form a solution rather than
creating a completely integrated architecture.
One of the most salient features of the UNIVERGE solution is that it is an open,
standards-based solution that was developed after an intense investigation by NEC as
to what our customers needed (and wanted) in a next generation product. The
investigation determined that customers needed and wanted a product with the
following attributes:
A single managed infrastructure
Distributed switching
Converged desktop applications
A true solution that seamlessly integrated all components
Products that reduce operational costs and at the same time deliver new-age
features
Products that deliver the same traditional features and applications of TDM
networks (thereby ensuring no loss of features and functionality from the current
marketplace)
These goals have been achieved with UNIVERGE. The UNIVERGE SV7000 solution is
composed of the following products:
IP Telephony Products
SV7000
SV7000 MPS
WLAN products (WL-2000)
CX switches
IX routers
Applications
Desktop Productivity
Unified Messaging/Communications
Services Network Monitoring, Network Performance, Security Assessments, etc.
Terminals
A customer can mix and match these components to achieve the right solution. This is
different from other vendors who talk about solutions, then encourage customers to buy
a pre-canned solution that may have too many unnecessary features, or not enough.
UNIVERGE delivers the correct feature set.
The following sections detail the UNIVERGE hardware and software components.
2.1 Hardware Components
The UNIVERGE architecture is based upon various software and hardware
components. There are only three mandatory components for the UNIVERGE SV7000
solution. The main component is the SV7000, which provides the intelligence for call
processing as well as the core feature set. The two other components include:
LAN/WAN infrastructure and terminals through which a user can place/receive
communications.
This section describes the mandatory and optional hardware components required to
implement the complete UNIVERGE solution.
2.1.1 SV7000
The SV7000 is the core component of the telephony solution. The UNIVERGE SV7000
solution cannot be implemented without this product. All other products are optional for
a UNIVERGE SV7000 network. However, if an IP network does not currently exist, IP
switches, routers, etc are also required to create the data network.
The SV7000 product enables IP and SIP (Session Initiated Protocol) telephone calls
and features to be passed across an IP network. The product can support various IETF
interconnection protocols as well as PSTN interconnection using ISDN PRI and analog
trunks.
Figures 1 and 2 show the two core components of the SV7000 product. These
components are the SV7000T (the telephony server) and the SV7000S (the signaling
server). These two components create a media gateway controller (MGC) for the
UNIVERGE solution. The product currently supports a maximum configuration of 6,000
ports in one system but through the use of the Fusion Call Control Signaling (FCCS)
protocol multiple systems can be connected together to achieve up to 192,000 ports in
a system that has the look and fell of a single system.

Figure 1: UNIVERGE SV7000T Telephony Server

Figure 2: UNIVERGE SV7000S Signaling Server
An extensive list of features and capabilities for the SV7000 product are provided in
Reference 1.
2.1.2 SV7000 Multiple Protocol System (MPS)
The SV7000 Multiple Protocol System (MPS) is a smaller version of the SV7000. It has
a maximum capacity of 1,000 ports of which a maximum of 500 can be IP clients. The
other 500 ports are for conferencing, PSTN trunks, and analog stations. The MPS10
controller card combines both functions of the SV7000T and the SV7000S onto one
card. Figure 3 shows an MPS10 along with an interface card in the new MPS 2-slot
chassis.

Figure 3: UNIVERGE SV7000 MPS
The MPS product is very similar to the current SV7000. The following list
provides a summary of the basic attributes:
Operating system for the MPS server is Linux-based
The MPS server unit (MGC) includes both T and S server functionality on
one card
Total of 1,000 ports (includes terminals, VS-32, MG, etc.)
Maximum of 500 IP client ports
Maximum of 500 non-IP client ports (trunks, analog stations, VS-32, etc.)
Supports G.711, G.729, and G.723a codecs
600 MHz Celeron microprocessor
MPS module uses flash card type memory of 512 MB
No port interface rack required
One of the unique aspects of the SV7000 MPS product is that it can be used as a
stand-alone system (using the MPS 10 control card) or the chassis and interface cards
can be used as media gateways for a standard SV7000 system. This allows the
components to serve multiple purposes, depending upon how a customer wishes to
deploy the product.
More information can be found in Reference 1.
2.1.3 LAN/WAN Infrastructure
In most cases, all existing Local Area Network/Wide Area Network (LAN/WAN)
infrastructure components are already installed on the network. Therefore, these
components are not unique to UNIVERGE. However, NEC also offers a wide range of
routers and switches with QoS features that will satisfy the necessary requirements for
the UNIVERGE SV7000 architecture.
A QoS-capable Layer 2 IP switch is a mandatory requirement for the UNIVERGE
architecture. While any standards-based Layer 2 Ethernet switch that supports VLAN
tagging and the QoS features can be used, NEC makes the BlueFire
& UNIVERGE
CX series of products (the BlueFire 200/24 or BF 210/24) that can also support the
functions needed for the UNIVERGE SV7000 application.
Figure 4 shows an example of an NEC BF210/24 IP switch.

Figure 4: UNIVERGE BF210/24 Layer 2 IP Switch
Although any industry accepted Power over Ethernet (PoE) switch can perform the
tasks needed for this solution, the BlueFire or UNIVERGE CX platform of switches have
optimized features that can enhance the Voice over IP (VoIP) experience. This product
connects the IP terminal devices to the LAN while providing the required QoS measures
for high quality voice.
Other NEC components include a Layer 3 QoS capable router, such as the UNIVERGE
IX3010. A Layer 2 or 3 IP router is required for the UNIVERGE SV7000 application,
especially if extended across the WAN.
Figure 5 illustrates the NEC UNIVERGE IX3010 Layer 3 IP router product.

Figure 5: UNIVERGE IX3010 Layer 3 IP Router
2.1.4 Terminals
Whether hardware or software based (as in the SP30 Softphone), the UNIVERGE
solution accommodates all forms of terminals including IP phones, SIP phones,
wireless LAN handsets, PDAs and computers.
Some examples of NEC terminals are shown below. The Dterm
IP (ITR series) and

INASET
both use the Protims VoIP protocol to enable telephony features in a

UNIVERGE solution.
Figure 6 shows an example of a Dterm IP phone. These terminals support 802.3af
PoE, multiple codecs (G.711, G.729a, and G.723.1), 3 lines of LCD display, softkeys,
internal switch for local connectivity for a workstation into the phone and various other
features.

Figure 6: NEC ITR-16D-3 IP Phone
The INASET terminal, featuring a large LCD display, is shown in Figures 7 and 8.
Figure 7 shows an INASET 240G while Figure 8 shows the INASET 320C.
The INASET 240G and 320C terminals have a USB expansion port that connects a
keyboard and mouse directly to the terminal (which is unique to the industry). The
keyboard and mouse can be used to control various application information such as the
following Personal Call Assistant product functions:
Corporate Directory
Personal Directory
Inbound Call History
Outbound Call History
Location Status
Message Reader
The INASET 240G enables the use of XML for various features. Four available
softkeys can be programmed to access services from an OpenWorX and/or other XML
application server. The 3-5/8" display is a 4-scale grayscale LCD that provides features
such as date and time, calling party identification and digit-dialed information.

Figure 7: NEC INASET 240G IP Phone
The INASET 320C and 320G phones can use HTML or J ava protocol to deliver
applications to these terminals. The INASET 320C has a 256-color LCD while the
320G has a 4-color grayscale. The 320 series has the same features as the 240 series
plus it also supports 32 programmable line and feature keys, a full duplex
speakerphone, date and time, calling party identification and digit-dialed information. In
addition, the 320 series has a larger 5-1/8" display, as well as a USB connection for use
with a mouse.

Figure 8: NEC INASET 320C IP Phone
NEC has introduced a terminal with programmable (designation-less) push buttons.
The customer can program the terminal as they need to support various features: call
forwarding, speed dial, etc. See Figure 9 for an illustration of this product.

Figure 9: NEC Desi-less IP Phone
The 16-button Dterm IP Add-on Module makes it possible to display information using
programmable keys and to dial from the telephone directory. The Add-on module can
be connected to a Dterm Series i, Dterm 16LD, Dterm IP or INASET terminal. It is not
available for any of the Dterm IP 4D or Dterm IP 32D products. When connecting the
add-on module to a TDM terminal, an interface card is needed in the Port Interface
Rack. See Figure 10 for an illustration of the product.

Figure 10: NEC Desi-less Add-on Module for IP Phones
The Add-on module has the following attributes:
USB Interface
In Directory mode, users can register telephone data from PC through USB
Interface (USB Specification: 1.1)
LCD (Liquid Crystal Display)
Provides SPD name, feature name and telephone data according to the mode.
Each LCD has 8-character capability.
16 Degrees of LCD contrast are available
Programmable/Flexible Line/One-Touch Speed Dial key
16 additional keys are provided
Contrast/Scroll Key
[DSS mode] Contrast Up/Down
[Directory mode] Scroll Up/Down. In Directory mode, this key scrolls one by one
when 16 entries are displayed. When 4 entries are displayed then page
up/down is used.
DIR/Exit key
Press key to switch DSS mode to Directory mode
Press to cancel the procedure during Directory mode
NEC has developed a SIP-based terminal capable of using the SIP protocol to deliver
most of the Dterm based features that customers are used to. The terminal supports
the SIP protocol with NEC extensions to the SIP protocol. See Figure 11 for an
illustration of the product.

Figure 11: NEC ITN SIP Phone
NEC provides a broad range of terminals products including analog, TDM, IP and SIP
phones that are not discussed within this product description. Each of those terminals
has different feature sets and price points depending upon customer needs. Please
see the NEC website product pages and Reference 2 for details on these components.
2.1.5 Wireless LAN
NECs Wireless LAN (WLAN) technology offers high system capacity, proven system
reliability, high voice quality, network integration, future investment protection and
extensive user mobility. NECs WLAN product series has been integrated into the
UNIVERGE architecture to provide customer requested features.
The UNIVERGE WL series delivers WLAN capabilities to any UNIVERGE network and
is based upon the IEEE 802.11 standard. NEC produces a variety of WLAN products
including the WL 2012 (12-port chassis), the WL 2024 (a 24-port version), and the WL
3036 (36-port version).
The WL series product allows peer-to-peer calling between SV7000 devices and SIP
based terminals deployed via WLAN. Figure 12 illustrates a WLAN network.


SV7000
VoWLAN terminal
MH210
UNIVERGE WL Series
Dterm accommodated
In SV7000
SV7000
VoWLAN terminal
MH210
UNIVERGE WL Series
Dterm accommodated
In SV7000

Figure 12: Generic WLAN Series Deployment
The WL series consists of three main components (in addition to the SV7000): the WL
controller, the WL access point and the WL terminal. The terminal and access points
communicate via air interface while the access points communicate with the controller
via CAT5 cabling. The controller then plugs into the LAN/WAN to access the SV7000.
The UNIVERGE WL 2000 Series Wireless Controller has the following features:
Enables peer-to-peer IP calls
Provides wireless and wire line capabilities
RF management capabilities: load balancing via dynamic, real-time channel and
power control
Enterprise class multi-layer security
Wire line capabilities: Wire speed Ethernet switching, PoE, etc.
Figure 13 shows the controller component of the WL 2000 series product.

Figure 13: UNIVERGE Wireless LAN Controller
The UNIVERGE WL 1200 Access Point has the following features:
Access Points are directly connected to 10/100 interfaces on the product
802.11 a/b/g compliant
Omni-directional and directional antennas
Plenum rated
Air monitoring +traffic forwarding in same device
Figure 14 shows the access point component of the WL 2000 series product.

Figure 14: UNIVERGE WL Access Point
The WL 2000 product currently supports three different terminals: the MH110, MH120,
and the MH210. More terminals will be released in the near future.
The UNIVERGE MH110 handset has the following attributes:
802.11 b compliant
Dterm IP feature set
The UNIVERGE MH120 handset has similar features to the MH110 but also supports:
Push-to-Talk multicasting
Hardened for industrial settings
Figure 15 and Figure 16 show two of the WL 2000 series terminal components. The
MH210 is a mobile SIP terminal that is designed specifically for the UNIVERGE SV7000
solution.
A unique selling point for the MH120 terminal is its support for the push-to-talk and two-
way radio feature set. The terminal can support up to 8 different talk groups. This
allows end users to be segmented into highly focused groups. One example would be
a hotel application. One talk group can be set up for the maintenance group, a second
group for the front desk staff, a third group for the housekeeping staff, a fourth group for
the concierge and so forth through the push-to-talk group capacity.

Figure 15: MH210 Terminal Figure 16: MH120 Terminal
All SMDR output for the WL product is created by the SV7000 components of the
solution. AIMWorX or MTS can then be used to post-process the SMDR for call
accounting purposes.
2.2 Software Components
The UNIVERGE SV7000 architecture is based upon various software and hardware
components. The SV7000 software and the MA4000 Management System are the only
two mandatory software components for the solution. The MA4000 system allows a
customer to completely manage the SV7000 product.
This section describes the mandatory and optional software components required to
implement the complete UNIVERGE solution.
2.2.1 SV7000 Software
The SV7000 software will come pre-loaded on the SV7000T and SV7000S servers.
Basic programming will be needed for IP addresses, MAC addresses of peripherals,
etc. The basic initialization of the system is created by the MA4000 Installation
Manager software. See reference 1 and 3 for more information on programming the
SV7000 product.
2.2.2 MA4000 Manager and Assistant
The MA4000 Management System is a web-based management system built upon the
Microsoft .NET architecture. The MA stands for Management and Administration. It
includes a manager interface for adds, moves, changes, deletes and other
administrative functions. An optional assistant interface is available for individual users
desktop interface. It includes a separate web application called System Desktop
Manager that provides additional feature programming.
This product can provide a single point of entry for various NEC products including:
SV7000, SV7000 MPS, NEAX 2000 IPS, NEAX 2400 IPX, and voice mail platforms (in
MA4000 Release 4.0).
Figure 17 shows the various components that the MA4000 will touch in a UNIVERGE
network.

Figure 17: MA4000 System Management
MA4000 primary features:
IT friendly, web-based client side interface
Alarm notification via email or screen pop
LDAP auto-provisioning service to support Microsoft Active Directory services for
import/export of user data
Support for import of customer data from files, especially Microsoft Excel CSV files
LDAP, SQL or Windowsauthentication
Flexible access levels (roles)
Application program interface (API & SDK)
High levels of security including HTTPS support
Audit trail logging capability provides extensive logs of changed information
Customizable portals
Command line interface
Integration to the NEC OpenWorX suite of applications
NECs Centralized Authentication Service (CAS)
System health monitoring
Culture setting allows customers to change the system language; various
languages are supported by the product
Extensive granularity of templates can be used to create new users
Schedulable range programming
The software runs on a standard Windows-based server. Further information on this
product can be found in References 1 and 6.
2.2.3 UM4730
Part of the UNIVERGE solution, the UM4730 integrates with the SV7000 to reduce
maintenance challenges. The UM4730 voice/unified messaging system is designed to
take full advantage of the SV7000s IP integration. Up to 32 concurrent voicemail ports
can be supported.
The UM4730 has the following core features:
100% IP Integrated Unified Messaging System
Operating System: Linux-based
Web-based System Administration Console
Port count: can range from 2 32 ports of simultaneous voice conversations
Seat count: will support up 1,250 Unified Messaging seats per system
Hours of Storage: approx. 3,600 (on a 1 GB hard drive)
Mailboxes: up to 65,000
Key features of the UM4730 include a browser-based system administration console,
Windows-based client desktop mailbox management software and a customized IP
integration to the SV7000 system. This integration provides accurate message taking,
reliable message lamp control and message delivery over a single Ethernet connection.
Administrators can manage the UM4730 from any Windows-based PC through the
Microsoft Internet Explorer browser application.
The UM4730 System integrates three primary areas of continuous business
information:
Voice Messaging
E-Mail Integration
Call Management
For voice messaging, the UM4730 enables subscribers to manage inbound and
outbound calls and messages on screen from any networked PC. Messages are
managed with a few mouse clicks. The intuitive interface allows users to Play, Send,
Reply, Redirect, Archive and Delete messages instantly as well as Rewind, Pause and
Fast-forward during playback. Multimedia equipped PCs can even play and record
messages without using the telephone.
The UM4730 E-Mail integrated feature gives users 24-hour, two-way access to their
Microsoft Exchange or Novell GroupWise e-mail messages without the need for a
laptop or modem connection. With the E-Mail Reader module, users can listen to an
email message using text-to-speech conversion. They can even listen to email
attachments to the messages.
With the UM4730s advanced call control feature, users can view, answer, place
outbound calls, place calls on hold, transfer, conference and screen calls easily and
efficiently from their PC. Call Management also allows users to manage multiple calls
at the same time and identifies callers before picking up the telephone, enhancing
productivity by allowing users to prioritize their calls. Additionally, with Call Log and
Contact Lists, important call data is available immediately.
The desktop Mailbox Manager on client machines allows end users to modify their own
mailbox greetings, security codes, notifications, groups, conversation preferences and
other settings.
NECs UM4730 offers Dterm IP Integration with the SV7000 system. This integration is
accomplished through IP Dterm telephone set emulation. A single Ethernet connection
can support up to 32 simultaneous VoIP sessions.
The MA4000 Installation Manager is used to assist with the installation of the UM4730.
Further configuration will be achieved through the MA4000 Release 4.0.
Standard UM4730 system features include the following:
Alpha and Numeric directory
Call Holding (busy station)
Call Screening
Caller Interviewing
Date and Time Stamp
Fax Detect, Routing & Notification
Field Programmable System Key
General Audio Error Notification
Guest Mailboxes
Holiday Schedule
Immediate Reply
Mailbox Manager manage mailbox options from your PC
Menu after Message
Menu Interface
1 for YES, 2 for NO Interface
Menu-mode Option
Message Archive
Message Cancellation and Re-Direction
Message Delivery to any Telephone
Message Editing
Message Receipt Verification
Message Rewind, Pause & Fast-Forward
Message Waiting Notification
Multilingual Capability
Multiple Personalized Greetings (Standard, Alternate & Busy)
Numeric Access
On Line Reports
Personal Secretary
Port Independence
Remote Maintenance
Single-Digit Dialing
Special Delivery Options: Urgent, Private, Future & Return Receipt
Speed Keys
Subscriber Controlled: Groups, Message Delivery, Call Screening, Call Holding and
Directory Listing
Subscriber Self-enrollment
System Administration via Console or Phone
TeLANophy Client Applications 25 Seats
Transfer to Attendant
User-changeable Voice Prompts
Variable-length Passwords
Variable-length Security Codes
Voice Detect
Volume and Speed Control
Web-browser Administration Console

Optional system features include the following:
TeLANophy

Desktop Message and Call Control Applications
ViewMail

ViewMail
for Microsoft
Messaging
ViewCall
Plus
E-mail Integration Microsoft
Exchange (5.5 and 2000)
Novell GroupWise 5.5 and 6.0
Text-To-Speech E-mail Reader
ActiveNet Networking AMIS and/or PlusNet
Hospitality & PMS Integration
Multiple Languages (16 available)
Remote Administration
2.2.4 Other Voicemail Integration
The SV7000 also offers integration capabilities through its Message Center Interface
(MCI) through a LAN connection. The IP data link between the SV7000 and the Voice
Messaging system allows the two systems to share information about each call such as
Message Waiting Lamp status, Call Forwarding, etc.
3 Applications
The core concept behind the UNIVERGE solution is the ability to integrate traditional
applications and new-age applications into one converged solution. These applications
are the value-add for any IP Telephony solution. There is no need to replace a TDM
solution if a customer does not understand the power of IP-based applications.
Applications can provide the following:
Basic customer and end-user features such as call forwarding, Caller-ID, etc.
New age customer and end-user features such as presence, collaboration, PC-
based phones, etc.
Capabilities to reduce labor or infrastructure costs
Capabilities to improve efficiency
The ability to create better performing networks
The ability to offer new revenue generating products and services
The following sections provide details on the key applications that this solution can
provide. Section 4 will combine the various applications to show various example
solution capabilities of the UNIVERGE platform.
3.1 Telephony Applications
The most fundamental part of a converged platform is the ability to make voice and
facsimile calls. The SV7000 product is paramount to this application. The SV7000
provides call set-up, tear down, call accounting and voice quality monitoring to ensure
successful voice call applications.
3.1.1 Pure IP Voice Call
The UNIVERGE architecture supports the ability for pure IP phone calls using either an
NEC proprietary protocol (Protims) or by using the SIP protocol for call set-up and tear
down. The architecture supports both SIP phones and NEC Dterm IP phones. Both
types of phones will use peer-to-peer calling, thereby reducing the processing load on
the Media Gateway Controller (SV7000).
Peer-to-peer is a method in which IP terminals or other VoIP devices communicate
directly with each other. The only call stream directed to the media gateway controller
is the control signal and on/off hook connection messages from the IP terminals.
During an IP peer-to-peer connection, the SV7000 only has to monitor the call for
changes in status (call control such as transfer, hold, termination of calls and call setup)
thus freeing the processor for the management of other calls. Since voice is not
switched within the SV7000, dedicated station cards are no longer required thereby
reducing the amount of hardware required to run the same number of stations as
compared to a TDM deployment.
IP device management is controlled by the licenses installed in the SV7000. Other
hardware is needed only when an IP peer-to-peer device must communicate with a
TDM device or a TDM trunk.
Advantages of pure IP voice calls in a UNIVERGE SV7000 solution:
No extra hardware is needed other than the terminal, LAN server, and licenses in
order for a peer-to-peer IP device to talk with another peer-to-peer IP device.
Station cards (which are both digital and IP), trunk cards and port interface racks
are eliminated from this solution.
Media packets communicate directly with each other (between peer-to-peer IP
terminals) instead of utilizing the servers resources. This is a more ideal
communication path for the network and resources.
The SV7000 is able to deploy a large amount of peer-to-peer IP terminals and peer-
to-peer IP trunks.
The IP solution can be integrated on any of the following NEC TDM based terminals
which are currently being offered to the market
Dterm Series E with LCD Display
Dterm Series i with LCD Display
All IP terminals currently deployed are capable of connecting to the SV7000 without
the utilization of circuit cards
Softphone technology: Dterm SP30
Dterm Series IP
INASET terminals
ITN (SIP +NEC extensions) terminals
Remote offices can be served cost effectively using an IP network for intra-company
voice calls as well as back-hauling TDM calls (using Least Cost Routing) that could
result in long distance cost reduction.
3.1.2 TDM Voice Call
The UNIVERGE SV7000 solution can support traditional TDM calls as well as analog
telephone calls by mounting an optional chassis called a Port Interface Rack (PIR).
This is more costly than a pure IP call but it can be accomplished should a customer
have a need for this feature. Interfaces include PRI, T1, and analog for trunks and
stations.
Supported media gateway PSTN trunks include the following: PRI and analog COT
trunks. The SV7000 MPS does not support T-1 trunks at this time. The Media
Gateways can be used without the optional Port Interface Rack. More information can
be found in reference 1.
3.1.3 Facsimile Call
The UNIVERGE architecture can support fax calls using the SV7000, which supports
the ITU T.38 standard for Class 3 fax calls. An ITU G.711 codec (64 kbps) is used for
this type of call. The facsimile throughput supported is 14.4 kbps.
SV7000 media converters can be used at various locations to deliver analog voice ports
for fax or analog terminals.
3.1.4 Telephony System Features
The SV7000 software provides a complete suite of over 900 telephony functions and
features. This feature set is essentially identical to the features on the NEAX 2400 IPX.
Examples of the telephony features in this product include, but are not limited to, the
following:
Call hold
Call transfer
Caller ID
Redial
Call forwarding
Call back
Speed dial
Do Not Disturb
Paging
Hunt groups
Authorization codes
Account codes
Call deflection
Programmable line keys
Details of all of the supported features can be found in Reference 4.
3.1.5 Hosted PBX Capability for the Enterprise Environment
The SV7000 with its capability for a distributed network can support a hosted PBX
(CENTREX-like) capability. This means that the SV7000 can provide hosted telephone
services as well as allowing customers to combine different feature set offerings. For
instance, customers can combine the products and features from Sections 3.1.1, 3.1.2,
3.1.3, 3.1.4, 3.1.6, and 3.2.6 to make a very powerful hosted IP services offering.
In addition to combining various features, additional products can be used to provide
requisite features for a hosted environment. For instance, MTS can be used to post-
process the SMDRs from the SV7000 into Call Detail Records and billing statements for
end users. SV7000 media gateways allows the system to provide a local Point of
Presence (POP) for an end user. Other products can simply provide value-add
capabilities for end users such as: softphones, unified messaging, voicemail service,
video conferencing, in-house multiple party conferencing, etc.
For customers wishing to create a large hosted network, SV7000s spread out across
multiple cities can be networked together to allow a customer to have the look and feel
of one system. The MA4000 can be used to manage the whole network.
Customization is usually required with this sort of solution to create a perfect fit for
customers. More information on the solution can be found in Section 4.3.
3.1.6 Toll By-pass Telephony
Toll by-pass is the ability of the IP network to deliver toll (long distance) calls over the IP
network instead of through the PSTN. In a PSTN network, a long distance call has a
toll, or charge, associated with it. When the IP network is used, the call originates as a
local call and terminates as a local call, thereby appearing as a local call at both ends.
This avoids a toll charge at both ends of the call.
The benefit of this feature is that it can save long distance charges, especially on
international calls. Domestic long distance rates have dropped significantly in the last
several years primarily due to this feature. Voice over IP ushered in new low cost calls
that have forced the PSTN in the United States to drop their prices to compete.
Despite the fact that PSTN call rates have decreased, a customer may still find some
cost savings by implementing a least cost routing plan for long distance. Significant
cost savings can still be achieved by companies operating a WAN across multiple
countries. International phone carriers have not made as significant drops in their call
rates as the domestic carriers have.
3.2 Next Generation Features and Applications
One purpose of a converged architecture solution is to provide applications that are
unavailable or expensive to implement on a traditional TDM network. The UNIVERGE
architecture has achieved this goal. The following sections detail applications that are
available on this platform and are cost-effectively possible due to convergence.
3.2.1 Encryption and Security
The Authentication and Encryption feature allows customers to provide a highly secure
network for their users. This is accomplished by Terminal Authentication, SIP Call
Control Signal Encryption, and RTP (Voice) Encryption of both SIP and DtermIP
terminals.
The advantages of NEC VoIP Encryption are as follows:
No need for digital certificates - Digital Certificates are not required for the
Authentication. O&M cost is lower than other methods.
Easy Installation - Installation procedure requires a one-time password (used
temporarily) registration to the terminal and the system.
High Authentication Level by Mutual Authentication - Terminal Authentication for
preventing terminal spoofing, and High Mutual Authentication for preventing server
spoofing.
Adopt UDP for signal encryption to reduce the server load - TLS (adopted by some
vendors like Cisco) uses TCP, so 10 times more processing capability is required for
the server to control the same traffic.
This feature encrypts RTP packets and control signals (including passwords, login
accounts, and encryption keys) over IP networks. To use this feature, the terminal will
login with a one-time password to enable the security protocols. After Login, 128-bit
AES encryption keys are applied to secure user information.
Figure 18 shows an example of the encryption and authentication feature.
IP Network
IP Network
Secure RTP
Secure RTP
SIP signaling
encryption
SIP signaling
encryption
Dterm IP
Dterm IP Dterm IP
MG Card
SV7000
PSTN

Figure 18: Encryption in an SV7000 System
The RTP packets are only encrypted on the IP network. The connections to the PSTN
are left un-encrypted to comply with Federal regulations. RTP passing through a media
gateway or IP PAD will be unencrypted as it leaves the VoIP network. If one of the two
terminals used in a call does not support this feature, then the voice packet will not be
encrypted. If an encrypted call is transferred and the forwarding extensions support the
encryption, then the forwarded call is encrypted. When a forwarding extension does not
support the encryption, the forwarded call is left unencrypted.
When the three-way call feature is used (including phone recording or conference call), it
depends upon whether the telephone call can be encrypted based upon whether or not
the conferencee supports encryption, see Figure 19.
Encryption supported terminal
Encryption supported terminal
Encryption not supported terminal
cf
Encryption
supported
IP-PAD
RTP packet is
not encrypted.
IP-PAD

Figure 19: Encryption in a Conference Call
3.2.2 OpenWorX
OpenWorX 4.2 is a suite of NEC applications which provide Computer Telephony
Integration (CTI) for the UNIVERGE SV7000.
This is accomplished through NECs Open Application Interface (OAI) using a TCP/IP
connection between the OpenWorX server and the SV7000. Client side applications
run via a Personal Desktop Computer while other applications use a Dterm telephone
set.
OpenWorX works on the following computer operating systems: Microsoft Windows
NT, Windows 2000 server/workstation, and Windows XP platforms.
The following is a list of OpenWorX 4.2 applications currently available:
Personal Call Assistant see Section 3.2.3 for more details
Business Attendant System (BAS) see Section 3.3.2 for more details
Integration to AIMWorX - see Section 3.3.3 for more details
Attendant Statistics
Business Receptionist
Dialer
Location Status Indicator (LSI)
Message Reader (MR)
Short Text Messaging (STM) - requires Wireless
Incoming Call Assistant (ICA)
Group Call Forward Control (GCFC)
TAPI Link
Nurse Call Integration
Name Display
The OpenWorX platform uses an Application Environment model to determine which
applications will run with others. The user MUST have an Application Environment in
order to run any OpenWorX application. There are three application environments:
small office environment, business application and enterprise application. The platform
runs on industry Windows software and uses an ODBC database. The product also
contains the ability to import/export data as necessary for the associated applications.
Personal Call Assistant, Business Attendant System and AIMWorX are all described in
detail in subsequent sections. Other applications are described here.
OpenWorX Statistics operates in conjunction with the Business Attendant System to
provide near real time statistics about the operators and the queues. A variety of
information is gathered and stored in a database that allows for a multitude of differing
reports. With the use of Crystal Reports, the user can then view the data with a web
interface allowing for HTML, PDF, and RPT formats.
The list below includes the types of reports that a user can run.
Attendant Reports:
Attendant Call Summary
Attendant Answered Calls
Attendant Outbound Calls
Attendant Interval Summary
Attendant Inbound Interval
Attendant Outbound Interval
Total Attendant Summary
Attendant Login/Logout Detail
Queue Reports
Queue Summary
Queue Abandon Calls
Queue Answered Calls
Queue Interval
Total Queue Summary

The Business Receptionist client has two powerful features: directory and record
conversations. The directory gives the operator a global contact list. The record
conversations feature lets a user record and playback greetings/conversations over the
telephone. With the addition of a Dterm Play/Record Module, the client will be able to
automatically record voice conversations and instruct the software to save the last
specified number of conversations. Conversations are saved as .wav files, which are
time and date stamped. The conversations are then rotated in a circular buffer. When
it is determined that a call needs to be saved, the operator simply presses the Save
Recordings button and the selected call is automatically saved. Conversely, the
operator can save a set of greetings to be played back immediately every time the
phone is answered via the Business Receptionist. Greetings playback can be
determined based on internal or external calls, on groups of caller IDs, or even
morning or afternoon. A different greeting can be recorded for any of the scenarios
above allowing the attendant to present a pleasant and consistent greeting over the
telephone.
See Reference 5 for more information about this product.
3.2.3 Personal Call Assistant
OpenWorX Personal Call Assistant gives a user access to their call logs, corporate
directory, personal directory, and location status while allowing them to easily dial any
number copied to their Windows clipboard. This is accomplished by using an
unobtrusive tool tray icon.
The Personal Call Assistant provides the following desktop features:
Provides a Clipboard dialer
Allows for incoming and outgoing call logs
Allows for access to corporate directory
Allows for personal directories
Relay of a users status information to others in the network (presence)
To view inbound and outbound call logs, or to access user directories, the user clicks
on the PCA telephone icon. They can easily call any number displayed in these lists by
clicking on the number or icon.
The Corporate Directory Access feature provides the following functions:
Handset icon Dials the office extension
Envelope icon Opens up a new message box to send an email to an email
address. A MAPI complaint email system is required.
Numeric Pager icon Sends a numeric page
Micro-cassette icon Leaves a voice mail message
Cell Phone icon Dials a cell phone
Home icon Dials an alternate phone number
NEC PSII/PSIII Wireless phone icon Dials the number
Personal Call Assistant will automatically place the call from a Dterm using the speaker.
The application is intelligent, and it will apply the appropriate dialing prefixes for external
calls (such as "9" or "91"), add or remove area codes as needed, etc. The user simply
clicks a number. The terminal will go off hook and dial the number.
To use the clipboard dialer feature, a user simply highlights the phone number they
want to dial, right-click/Copy or press <Ctrl>C to copy the number to the Windows
clipboard, then double-click the OpenWorX Personal Call Assistant icon in their system
tool tray. The terminal will go off hook and dial the number.
Location Status Information lets the user set a location, return time/date, and alternate
number. This information is shared with the following Personal Call Assistant
components:
Personal Call Assistant
Business Receptionist
Corporate Directory
Business Attendant System Calling Dterm instruments
3.2.4 Communications Portal
The Communications Portal is an application designed for the desktop knowledge
worker. It combines offerings from OpenWorX, Business Portal, UMS, MA4000, and
the SP30. The Communications Portal product for the UNIVERGE solution solves
several common problems found in the industry. These problems include the following:
Most business communications fail to connect on initial attempt
Difficulty in managing multiple applications on separate platforms
Each application requires individual support
Applications provided by 3rd parties are costly (conferencing, video, etc.)
Products lack common user interface
As bullet #2 indicates, the Communications Portal product can be used to combine
separate applications such as: Unified Messaging, Personal Call Assistant, email
programs, etc. Instead of the user jumping back and forth between applications, the
Communications Portal product can combine all of these separate products into one
view so that the user has everything they need in one, single view.
Since the NEC product addresses these concerns, this allows the application to serve
as a true portal for launching various sub-applications as part of a unified
communications platform. This concept is illustrated in Figure 20.
Voice
Mail
PBX
Soft Phone
Email
Admin
Features
Instant
Messaging
Video

Figure 20: Communications Portal Overview
Figure 21 provides an example screen shot of the Communications Portal interface.

Figure 21: Communications Portal Screenshot
The portal reduces the complexity of launching individual applications. It also provides
the following benefits:
One-click to add video to current voice call
LDAP database synchronization
Calls to users extension are redirected according to status
Ad-hoc voice conferences
Additional portal tabs for quick access to information and other sites
Single Sign-On capabilities
Video conferencing for up to 8 simultaneous users
User customizable layout
Collaboration using white boards, screen sharing, chat, etc.
In-bound Caller ID pop-up
When using this application, the NEC Video Conference & Collaboration solution is
integrated as the default application. There are also options to plug in either Microsoft
Outlook or Lotus Notes and either Microsoft Live Comm. or Lotus Workplace.
3.2.5 Softphone
The UNIVERGE solution supports the use of the NEC SP30 Softphone. This product
allows a user to make telephone calls using software (the SP30) on a computer that
has an IP connection.
The Dterm SP30 optimally delivers high quality voice via a USB-connected headset or
via a PC sound card, microphone and speakers. With a simple drag and drop, the
Dterm SP30 allows telephone dialing from other telephone directory applications such
as Microsoft Outlook, HTML pages, Microsoft Word documents, etc. In addition, the
Dterm SP30 provides an interface to Microsofts Telephony Application Programming
Interface (TAPI), allowing TAPI-enabled applications, such as Outlook and ACT!
, to
make and receive calls.
The Dterm SP30 can be displayed in one of four different colors (black, red, gold and
neon blue) in order to reflect the personality of the day. The SP30 also allows for
three different modes of operation:
Maximized Mode
Compact Mode
Task Mode
When using maximized mode, the user has access to a full line of Softphone features
such as application sharing, member lists, conference mode, chatting capabilities,
Internet access and many others just one click away.
Compact mode changes to become an L-shaped user interface. While in this mode,
the SP30 is operating in a small footprint on the PC screen. This allows the Softphone
to remain active while another application window such as a Word document, database
file, or email is the primary focus on the PC. With the compact view, the most popular
features of the converged Softphone are just a click away.
In task mode, the Softphone can be minimized and shown as a task within a Microsoft
Operating system. Operating in this mode, the Softphone will output an audio
notification to the user upon receiving an incoming call. It will be up to the user to utilize
the hot key in order to activate the Dterm SP30 application and answer the call.
The three different modes of operation can be seen in Figure 22.

Figure 22: SP30 Modes of Operation
The primary benefits of a Softphone are flexibility, enhanced multi-media functionality,
easy transport ability and cost savings. The NEC SP30 Softphone allows users to
communicate through the USB headset while allowing incoming call notification (ringer
output) and other multimedia audio output to be heard through the speakers. When an
incoming call is received, the SP30 application automatically launches and the ringer
output is heard through the sound card, allowing the user to move around without an
attached headset.
The Dterm SP30 resides on a computer desktop. This means that everything about the
Softphone is virtual. There are no extra pieces of equipment to transport. With the
NEC Dterm SP30 running on a laptop, a user can take an extension with them and
receive calls wherever they are connected to the corporate network. Even a high-
speed connection while on the road can now be used to check voicemail and place
calls while online.
The NEC Dterm SP30 allows users to share ideas, information and programs in a
variety of ways including: video conferencing, whiteboard, chat, file transfer and
logging. The Dterm SP30 audio and video conferencing feature lets a user
communicate with anyone on the NEC Network. The collaboration support between
Dterm SP30 users is only dependent on the network/switch environment on which they
are configured. The key features are:
Share ideas, information, and applications using video and audio
Send and receive real-time images using Windows compatible equipment
Send video and audio to Dterm SP30 users who dont have video hardware
Use a video camera to instantly view items, such as hardware devices, road
conditions or even personnel, which are displayed in front of the camera
The whiteboard lets a user collaborate in real time with other Dterm SP30 users via
graphic design. With the whiteboard, a user can review, create and update graphic
information. The key features are:
Manipulate contents by clicking, dragging and dropping information on the white
board with a mouse
Cut, copy and paste information from any Windows-based application into the
whiteboard
Use different-colored pointers to easily differentiate participants comments
Save the whiteboard contents either at the local side or distant end location
Load saved whiteboard pages, enabling you to prepare information before a
conference, then drag and drop it into the whiteboard during an audio meeting
The chat functionality lets users conduct real-time conversations via text with as many
Dterm SP30 users as they like. With chat, a user can:
Type text messages to communicate with other co-workers during a conference
All messages are sent in a whisper mode so that they are only received by one
party
All messages sent and received are saved automatically in the chat log
Automatic pop up notification when a chat message is received
ICON notification within the chat log identifying different states of the messages
File transfer lets you send one or more files to distant Dterm SP30 users. With file
transfer, a user can:
Send a file to other Dterm SP30 users
Accept or reject transferred files
The Call Log for the Dterm SP30 stores information about all calls received and or
placed by the Dterm SP30.
Call log information is stored on the local hard drive
The call log details information such as call duration, number date/time and state of
call
There are four different call states stored for a call (ring no answer, received call,
outgoing call and conference call)
Provides the capability to do a quick call back to a captured calling number
Allows for the addition of a brief description about the call for future reference
In addition to be being able to collaborate with other Dterm SP30 users, the Softphone
also provides standard telephony features such as:
Caller ID Display
Call Deflection, enabling users to route calls automatically to voice mail or another
destination
Call Transfer, including regular or blind transfer
Call Hold
Call Conferencing
Do Not Disturb
Last Number Redial
Voicemail Integration
Programmable Line Keys
Speed Dial/DSS Buttons
Microphone Volume and Muting Controls
Ringer Volume and Muting Controls
Supports your choice of Audio Algorithm G.711 or G.729a
Roaming Features
Call History Log
Keyboard or Screen Dial Pad
PC speakers or Headset Volume Control
Table 1 provides the basic PC requirements for the SP30.
Client PC - Minimum Requirements
PC Platform IBM PC/AT compatible
Operating System Windows 2000/XP
Memory 384 MB RAM
CPU PentiumIII, 800 MHz or better
Hard Drive 50 MB or more of empty space on drive
LAN Interface 10/100 Ethernet
Audio Device USB headset (recommended/option), USB handset
Direct X
Direct Sound support: supported/compatible, and full-
duplex capability
Table 1: SP30 PC Requirements
3.2.6 MA4000 Assistant
This product is an option of the MA4000 Management system. It allows the final end
user (desktop users) to control basic items on the terminal. One of the greatest benefits
of this module is the ability to off-load some of the management tasks of maintaining
user phones directly to those users. This ability is known as decentralized
management.
The items that can be controlled via the MA4000 Assistant include:
Personal Information
Station Speed Dials
Name Display Information
Call Forwarding Control
Basic Key Data Assignment
Group Control of Multiple Phones that are allocated to an individual user
Granular control in the product allows the user access to as many or as few items as
desired by the system administrator. Once the user makes changes to personal
attributes, the MA4000 will update the central database with that information. Should
the system administrator need to, he/she can overwrite any information in the MA4000
server and then lock out a particular user that is causing problems to the account.
If the IT administrator is leery of allowing the end user to make changes directly to their
profiles, this ability can be assigned to a department manager who can make the
changes for all employees that report to him or her. This allows the tasks to still be off-
loaded from the IT department and still provides accountability for who is allowed to
make changes to end user accounts.
3.2.7 Unified Messaging
The buzz around UM began in 1999, with proponents calling it the holy grail of office
automation. There is no doubt that a substantial UM market exists. Various analysts
toss figures around for the market share. As an example, current estimates from
Gartner predict sales of $1.79 billion during 2006.
By giving individuals complete control over telephone, voice and e-mail messages, NEC
provides users with the freedom to access information at any time. Simply put, Unified
Messaging is the ability to convert voice mails to emails and vice versa. Full translation,
not just header information, can be accomplished with modern systems.
Over the past several years technological innovation has made it easier to integrate UM
services into the existing company infrastructure, which means less of a headache for
the IS department.
Incoming/outgoing calls can be managed in whatever way that individuals feel suits
them best. As an example, through the ViewCall Plus application, call traffic can be
"seen" and managed on the PC thereby extending the limits of the desktop phone.
Traveling employees can use a telephone to hear and respond to e-mail messages
they dont need to access a personal computer for this capability. Text-to-speech
conversion technology makes this dream a reality.
Voicemails can also be appended to emails and forwarded to an end-users email
account. Users can then launch the media player to listen to their voicemails through
their Outlook application. Screen pops from their email program let users see the
voicemail as it arrives.
This capability is based on the UM4730 product described in Section 2.2.3.
3.3 Traditional NEC Applications
The UNIVERGE solution includes the ability for interworking with NECs core
applications that have been used by customers over the years. The following sections
detail those applications.
3.3.1 Automatic Call Distributor (ACD)
NECs CallCenterWorX
-Enterprise (I) provides complete ACD applications, enhancing

the overall level of customer service and changing the way traditional businesses
distribute high volumes of incoming calls. This allows for improved levels of service,
greater productivity, maximized cost savings and better customer relationships. It has
been optimized to provide excellent performance in an SV7000 network and can
support up to 1,000 agents.
CCWX-Enterprise (I) is an internal application operating within the UNIVERGE SV7000
system that eliminates the need for ACD processor packages and peripherals. The
integration provides a more cost effective method of providing a call center operation.
Internal ACD functionality is not currently supported by the SV7000 MPS but will be in
the near future.
The products feature set includes the following:
Call Control Vectors
Agent Personal Queues
Multiple Break Modes
Call Recover
INFOLINK Data Messages
Night Service
Emergency Monitoring
Holiday Scheduling
Work Mode Time Limit
Conditional Queuing
Priority Queuing
Stranded Call Routing
Time of Day/Week Routing
Overflow
Multi-Split Agent
Log Off Warning
Talley Codes
Auto Work Mode for PBX Calls
This very powerful call center application may be deployed in many different
combinations ranging from a single stand-alone system to a multi-site call center
environment. This includes non-networked multiple sites, networked call centers, and
Agent Anywhere deployment through NECs Fusion (FCCS) Networking. Calls can be
routed over IP to specified destinations as needed.
Regardless of the application or level of sophistication required, the UNIVERGE
SV7000 has numerous call center configurations. One configuration is the Uniform Call
Distribution (UCD). The standard Uniform Call Distribution (UCD) capabilities of the
product provide a basic level of incoming caller services such as distribution of calls to
agents, recorded announcements and basic reporting for low traffic application in basic
call center environments.
3.3.2 Business Attendant System
NECs Business Attendant System (BAS) is a powerful client/server PC-based tool for
full-time and part-time attendants. The BAS consists of an interactive client side
application running on Windows 98, Windows NT, Windows 2000, or Windows XP
operating system that connects to the BAS server via the corporate LAN. The BAS
server software runs on a Microsoft Windows NT or Windows 2000 Server.
The BAS product operates in conjunction with the SV7000. With a dynamic interactive
directory and an Open Application Interface (OAI) driven call queue, the operators are
able to process a high call volume with minimal effort and time expenditure in todays
sophisticated business environment.
The BAS application has several benefits including:
Centralized Company Database that can link and replicate with other databases,
including AIMWorX
Greeting Playback and Call Recording
PC-Based Call Processing
Meet-me Paging
Unlimited, Global Parked Calls
Different Greetings/Displays available for DIDs
Single Key Call Processing
Directory Calling for Accuracy
Look Ahead Status from the directory
Sort and Searchable Directory by Key Fields
Configurable Screens for each operator
Queue Types allowing flexibility to answer certain call types
Configurable Screen Pop Information
MAPI Compliant Email Integration
Set/Cancel Call Forwarding and Do Not Disturb for other phones
Delay Announcements ensure callers are informed and provide other options during
busy call times
Configurable night station or announcement when operators are not logged in
Flexible DID Numbers assigned to each operator that follows them regardless of
what PC/phone they use to log in
Optional statistics package to track queue and operator statistics
Optional integration with OpenWorX Location Status Information to see an
employee's availability, return time and alternate phone number
Optional integration with OpenWorX Dialer providing Dtermusers access to the
same employee and external database
Optional integration with OpenWorX Message Reader providing Dtermusers access
OpenWorX text messages
Optional integration with OpenWorX Desktop providing PC users all the benefits of
the standard Dterm-based applications from a graphical user interface
BAS also supports dialing with Account Codes or Authorization Codes. These codes
must be manually keyed or added as part of the number in the database entry.
3.3.3 AIMWorX Call Accounting
AIMWorX is an application suite of call accounting telemanagement software that
delivers a variety of call costing features. AIMWorX has a wide range of predefined
administrative reports and allows users to create their own reports. It reduces data
entry functions and saves customers time and money. The AIMWorX system can also
operate in a stand-alone or in a networked configuration.
While MTS is the primary call accounting product, AIMWorX can also perform several fo
the same capabilities. AIMWorX first gathers Station Message Detail Records (SMDR)
from the SV7000S server (where SMDRs are stored) each time a call is completed.
This record contains information about the call including: trunk and route information,
phone numbers from where the call was placed, what phone number the call went to,
what time the call started and ended, and variable information that may include
authorization codes, account codes, or office codes. Using pre-determined costing data
defined by the user, AimWorX creates Call Detail Records (CDR). These records
provide the data to run queries and reports.
AIMWorX application features include the following:
Call Accounting
Alarm Manager
Auth Code Manager
Bill Reconciler
Billing Manager
9-1-1 ALI
9-1-1 OSN
Interactive Directory
Voice Mail SPE
Custom SPE Writer
AIMWorX supports many Single Point of Entry (SPE) plug-in modules and add-on
applications. SPE modules share AIMWorX databases, allowing user information to be
entered once for many different applications. These modules add interface capabilities
to remote functions through tabs added to the AIMWorX screens. Add-on applications
have separate user interfaces but can use databases already established by AIMWorX.
All optional features, plug-ins and applications are delivered on a single CD-ROM.
Included in this package is a security mechanism (hardware key) allowing the customer
to register the product and to activate the appropriate features for the products that
were purchased. Also contained on the CD-ROM are on-line help files for each
application and a copy of all associated application documentation.
AIMWorX is available as software for use with either a customer provided PC or as a
packaged system. These packaged systems include an NEC Computer, the AIMWorX
CD ROM(s) and the appropriate operating system. When ordering an AIMWorX
package, NEC only installs the operating system, the purchaser must install the
AIMWorX software. The Basic AIMWorX level manages up to 250 users and is
available as stand-alone module or in a client/server environment.
The core AIMWorX system includes two applications and is purchased in one of six
different levels: Basic, Business, Small Corporate, Corporate, Enterprise and Large
Enterprise. These levels differ based on the number of user entries that each support.
The two applications that are included with all AIMWorX systems (version 4.5 or above)
are the call accounting application and the AIMWorX Alarm Manager. Each level is
described below.
Call accounting is the foundation of the AIMWorX system. This allows a user to
synchronize databases and to control multiple modules via a true single point of entry.
It includes over 35 reports, each of which can be customized and saved for later use.
Reports can be scheduled to print to file in a variety of formats (HTML, XML, Excel,
Word, etc.), email as an attachment (PDF format), on-screen preview or to paper.
Printing times can be scheduled to suit the specific needs of the company.
Query capabilities offer a tool for administrators to review the database for specific
answers. AIMWorX can operate with or without a rate table. If required, rate tables are
purchased separately. Call Accounting System (CAS) is one of the core AIMWorX
applications that provides phone system management from an accounting perspective.
Because all peripheral programs and SPEs interface to this application, all AIMWorX
shipments will include Call Accounting.
Import/Export also help a customer get the system up and running. Import user or
facility data to AIMWorX from other systems and applications or export AIMWorX data
to a file format acceptable to other applications.
AIMWorX Alarm Manager is the other core AIMWorX application. Alarm Manager is an
AIMWorX module designed to notify customers of problems throughout their
communications system. It comes standard with AIMWorX Manager and interacts with
several AIMWorX modules to alert customers to issues of concern. They can monitor
conditions in AIMWorX Manager, Call Accounting, Traffic Manager, Authorization Code
Manager, and many of the other licensed modules. 9-1-1 On Site Notification alarms
can be detected for an additional cost. As more modules are added, Alarm Managers
capabilities will also grow.
Alarm Manager can notify customers of 9-1-1 calls in progress made from your system
(requires the 911 OSN Module), attempted auth code misuse, toll fraud, network traffic
problems, call collection problems, special number alerts, AIMWorX system problems
and more. Customers define which events to forward and who to send them to.
Choose to have alarm notifications delivered via screen pop-up, pager, email or
telephone (via audio wave file).
The Billing Services module of AIMWorX provides a way to charge a customer,
department or company for calls, equipment and services. It is not a full-blown
accounting system but a subsystem of AIMWorX that will export phone related charges
to your company's current accounting package.
3.3.4 MTS Call Accounting
The MTS call accounting product is an add-on system that can provide billing and call
accounting capabilities. One of the fundamental benefits of this product is that it is fully
integrated with the MA4000 Management System. This means that MTS is secured by
the NEC Centralized Authentication System (CAS)-based security mechanism as well
as having access to the MA4000 database. Database integration means that whenever
the user or extension information is changed in the MA4000, this information is
automatically updated to the MTS application.
The MTS product is web-based, much like the MA4000. This allows the system
administrator(s) access to the system from anywhere at anytime.
The MTS product provides the following capabilities:
Call accounting
Bill back
Budget control
Asset and cable management
Help desk and work order
System reports
The Call Accounting not only provides the ability for Call Detail Records (CDR) but also
the post-processing of those CDR(s). This allows a customer to collect and monitor IT
activity, analyze the costs involved with the different activities, and allocate them to the
different organization units / personnel. This can include: telecommunication cost
reduction, invoice management, and fraud detection.
Bill back expands the call accounting capabilities and provides the tools to charge users
for the different activities (one-time, recurring charges, etc.). Billing for a variety of
different services as well as for asset usage can be established.
Budget control provides the ability to monitor pre-defined budgets for specific persons /
organizational units to prevent unanticipated operation costs. This can be define for
each person, department, or device. The system's policy-planning capability allows
organizations to manage and keep tight control over their telecommunications
expenses. Once the assigned budget limits are exceeded, exception alert issuances
are automatically sent according to user-defined procedures.
Asset and Cable Management allows customers to effectively manage and track any
asset or cable pair within an organization. Customers can assign costing parameters to
different assets. They can also use UPC scanners to track assets. All assets (network
hubs, trunks, devices, extensions, switches etc.) organized in the systems
customizable tree structure can be assigned to a person, an organization unit or a cost
plan. Additionally, the system can import assets data from external sources as well as
export all data to Excel/XML.
The cable management functionality can document all cable segments and its
connecting devices up to a full cable run. Advanced search and filtering as well as
reporting options are combined for full tracking and minimizing of problem solving time.
The Help Desk and Work Order functionality allows the customer to create trouble
tickets, define work flows and escalation paths, and generate notifications based on
task completion or failure. This helps a customer: manage business processes,
integrate Helpdesk capabilities, and provide automatic problem escalation and
notification.
System reports can be generated by the product to include various ranges of reports
providing analysis and statistical tools for the system users and managers.
3.4 Maintenance/Infrastructure Cost Reduction
The UNIVERGE Solution has combined various cost reduction features and techniques
to deliver to customers.
3.4.1 Centralized Management
Section 2.2.2 describes the MA4000 product. This product allows a customer to have a
centralized management system for all NEC PBX equipment. The MA4000 essentially
acts as a streamlined Network Management System (NMS). With version 4.0 of the
MA4000, the product will be able to act as a single point of entry for the customer for
just about every aspect of the SV7000. This includes the SV7000 itself, SR-MGCs,
media gateways, voicemail system, conference servers, and the MTS. The SV7000
MPS, NEC 2000 and 2400 product lines can also be managed by the same MA4000
system.
Centralized management provides the ability for one IT operations center to manage
the whole network. This includes: day to day management, software upgrades, alarm
notifications, security enforcement, and remote management. This streamlines costs
by eliminating multiple/disparate management systems from the network and allows
centralized operators to conduct many tasks that may normally have needed to be
performed at local offices. A customer now has an easy way to create and maintain
standardized numbering plans as well as a common methodology for Adds, Moves, and
Changes.
Another benefit of centralized management is the ability for customers to see different
PBXs and networks at a glance. Technicians can then search across the whole
network on a variety of criteria, such as phone type, connection type, station number,
etc.
At the same time that centralized management is being used, the MA4000 allows for
decentralized management as well. This means that should the primary (centralized)
management center incur problems and go off-line, network operators can use the
MA4000 from other locations to continue to manage the whole network, or sub-divided
portions of it. Database replication can be utilized if so required by a customer.
3.4.2 LDAP Server Integration
With the LDAP auto-provisioning feature of the MA4000 product, user data can be
automatically created or updated for the SV7000, IP terminals and the UM4730 unified
messaging product. The MA4000 automatically programs the IP terminals and the
unified messaging system. More details on this capability can be found in Section 2.2.2
and Reference 1.
This feature adds extraordinary value by eliminating a two-step configuration process
for a network operator. New user data only has to be entered once in the network
LDAP server. In the old days, customers had to maintain two completely separate
databases. Now, IP technology allows customers to reduce their operations costs.
Once the MA4000 templates and configurations have been created, this data can be
automatically imported by the MA4000. This also applies to user updates, which means
significantly less translations for a network operator to deal with when users move their
office location. The time factor involved for implementing adds/changes/deletes is
significantly streamlined.
3.4.3 User Mobility
User mobility almost becomes a snap with the UNIVERGE architecture. In addition to
the LDAP server integration feature described previously, the user terminals also
accommodate easy programming for new users or changes to existing users. There
are two modes of operation for terminals: Login mode and MAC authentication mode.
When using Login mode, the Dterm IP terminal requests the user to enter a login code
and then a password. When the user enters the information, the terminal becomes
operational as a station with the number specified by login code whenever the terminal
power is powered up.
In MAC authentication mode, each Dterm IP starts up automatically after being
powered up and connected to the LAN. Once this mode is set, the terminal does not
require the login operation by the terminal user.
When a current user moves his/her location on a temporary or permanent basis, the
user will still retain existing features and terminal programming. There is no need to re-
program the features or SoftKey functions of the Dterm IP terminal since these settings
are automatically downloaded to the Dterm IP terminal upon login. A user can freely
move from station to station, floor to floor or office to office knowing that any Dterm IP
terminal which they log into will provide them with the same features and functions as
their original phone.
To relocate permanently, a user simply plugs in to the previous terminal or plugs the
new terminal into the Ethernet jack. In this scenario, there is no need for an
administration group to perform any adds/changes/deletes to a users account.
Traditional PBX systems required programming changes for the user jack location
number and etc. to be changed for the users phone system.
User mobility is further optimized by using the SP30 Softphone and the WL2000 series.
The user now has complete mobility throughout the campus with the UNIVERGE
solution. See Sections 2.1.5 and 3.2.5 for more information on these two products.
3.4.4 Infrastructure Cost Reduction
Infrastructure costs can be reduced by deploying the UNIVERGE solution in new
construction projects. In this scenario, the customer would only need to deploy one set
of cabling, CAT5/CAT6. There would no longer be a requirement for copper twisted
pair. Fiber could also be used in risers to handle the aggregated traffic in a larger
building to deploy Ethernet to each floor.
One of the main drivers for deploying IP telephony technology is the resulting savings in
bandwidth by combining multiple networks into one network, but there are numerous
other ways to reduce costs:
Lower overhead expenses by consolidating telecommunications and MIS
functions/equipment
Lower capital expenditures by reducing facility and cabling needs
Lower desktop expenses by removing the purchase of the hardware terminal
Improved customer satisfaction by integrating a messaging service
Improved employee productivity by permitting alternate work environments
Lowering the cost associated with turnover by increasing location options
Wireless LAN technology reduces the need for deploying wired networks
Reduced training, administration and management for users converting from a
hardware terminal to a Softphone
Various survivability options can also be deployed for fail-over scenarios if a customer
has concerns about the network. See Section 3.5 for more details on fail-over features.
3.5 Robust Fail-over and Survivability Strategies
The UNIVERGE architecture allows for multiple forms of redundancy and survivability.
The SV7000 system can be configured for a fully redundant or non-redundant system.
The redundancy options include strategies for product redundancy, network
redundancy and end user redundancy. This allows NEC to provide survivability from
the core of the network all the way to the edge of the network with as much or as little
functionality as a customer deems necessary. The following sections detail the different
strategies.
3.5.1 Core Equipment Redundancy
The SV7000T component can be configured in a 1 for 1 redundant situation in a warm
standby scenario which means that all calls that are in progress will stay up. New calls
that were in the call setup stage will be connected as determined by the point at which
they were at when the primary SV7000T was placed in a failure state. If a failure state
happens, the heart beat message between the primary and the secondary SV7000T will
cease and the secondary SV7000T will then begin processing calls. The primary
SV7000T is connected by a short jumper cable to a secondary SV7000T.
The SV7000S can be configured in a 1 for n redundancy. This means that all SV7000S
will actively process SIP messages in a load sharing configuration. If a connection to
an SV7000S fails, the other SV7000S servers will take up the load, provided the system
is dimensioned properly.
If the optional Port Interface Racks (PIR) are used in a system, the 9U version can
provide redundancy on power supplies, time switches, etc. to make these chassis
redundant. The 6U PIR is a non-redundant version that cannot be made redundant.
For terminals in a multiple system fail-over scenario, when a terminal is unable to
communicate with its primary controlling system, it will try to re-register to an alternate
system. Once the terminal has re-registered to its new system, a user can make and
receive calls as before. New terminals can support up to 3 alternate system IP
addresses. When in a fail-over scenario, the terminals will try to find an alternate
system in the order of priority that the destination IP addresses were programmed intgo
each terminal.
3.5.2 Survivable Remote Media Gateway Controller
The Survivable Remote MGC (SR-MGC) allows a segment(s) of a LAN/WAN to stay
operational should connectivity to the SV7000T be lost. This allows a customer to have
a clustered fail-over solution for survivability. One or more SR-MGC (depending on
terminal capacity) can be used to back up the SV7000T and allow calls across the IP
network. This is especially important if there is a need for a remote office to
maintain/place new calls when the IP network has been lost. Up to 255 SR-MGCs can
be deployed per system which support up to 1,000 terminals per SR-MGC.
Figure 17 illustrates the operation of the SR-MGC product.


Figure 23: The SR-MGC in a Network Failure Scenario
As Figure 23 shows in the bottom picture, the SR-MGC will process all network calls (IP
or PSTN) with the full feature set except that the network features will obviously be
disabled until the network connection to the SV7000 is restored.
3.5.3 Basic Fail-over to Analog
The analog media converter (MC4/MG2) provides connections to local analog trunks
and stations during normal operation. For survivability, the analog trunks can connect
to analog phones or to an IP Terminal w/PFT (Power Failure Transfer) adapter if the
network is lost.
The analog Media Converter/Media Gateway (MC4/MG2) with PFT (Power Fail
Transfer) has three functions:
Media Converter integration to allow for conventional devices (analog devices) to be
converted to a IP stream
Media Gateway functionality to allow for PSTN trunking
Power Fail Transfer capability in order to provide survivability back to an IP network
The MC4/MG2 with PFT works independently from a connection to the UNIVERGE
SV7000, which would be the case upon a network failure. In the case of an IP network
failure, the MC4/MG2 with PFT connects two Central Office lines to the two physically
connected analog terminals thus giving you survivability at the last level of connection
the switch layer in the network.
The MC4/MG2 with PFT is an ideal product for those remote environments where the
employee count is low (usually less than 10 seats) but high enough and/or distant
enough from the UNIVERGE SV7000 to require local trunk access. See Figure 18 for
an illustration of this product.

Remote Office
IP Network
IP Terminal
Survivable
Remote MGC
Remote Office
IP Terminal
PSTN
Router
Router
IP
Terminal
Loss of Network
Router
PSTN
PSTN

IP
Terminal
Router
IP Network
Normal Operating Mode
PSTN
Media Gateway
Media Gateway
Media Gateway
Survivable
RemoteMGC
Media Gateway

Figure 24: The MC4/MG2 in a Network Failure Scenario
The Dterm IP terminal also has a survivability capability. When the IP network
connection is lost or a power failure occurs, the phone automatically connects to the
PSTN for incoming and outgoing calls. A manual control is available to switch between
the PSTN and IP network control if desired. See Figure 19 for an illustration of this
feature.

Figure 25: The DtermIP in a Network Failure Scenario
3.5.4 Power over Ethernet
POE provides another degree of reliability to any converged network. UNIVERGE
supports PoE using the NEC CX series of Layer 2 switches, such as the BF 210/24
layer 2 switch or by using separate power supplies for the terminals. The CX series
product does not require the use of an ILPA adaptor. The customer can simply plug a
terminal into the BF 210/24 network port.
The ILPA adapter is an external adapter for IP-based terminals that converts a
proprietary-based PoE request into an NEC Discovery protocol or 802.3af power
request. The ILPA is NEC IP terminal independent. The product allows for the
deployment of NEC IP terminals into more areas of PoE deployment. How the ILPA will
function for power conversion will be determined based upon the NEC IP terminal and
the layer 2 switch it connects to.
Remote Office
IP Network IP Network
IP Terminal w/ PS-A
IP Terminal
Media Gateway
PFT or Loss of Network
Remote Office
IP Terminal w/ PS-A
IP Terminal
Media Gateway
PSTN PSTN
Router
Router
Router
Router
Analog
Terminal
Analog
Terminal
Analog
Terminal
PSTN PSTN
IP Network IP Network
PSTN PSTN
PSTN PSTN

IP Network
Router
Public Network

PFT or loss of Network
IP Network
Router
Public Network
The ILPA adapter can be installed at the terminal location or at the switch location but it
cant provide power to the NEC IP terminal without being connected to a PoE switch.
Power is always provided through the jacks when it is connected to PoE switch.
Figure 20 illustrates the ILPA product in a network configuration.

Figure 26: The Dterm IP with ILPA
4 UNIVERGE-enabled Solutions
The intent of this section is to help NEC Account teams, Associates, and customers see
the full potential of UNIVERGE-enabled solutions. Flexibility, survivability, and support
for open standards are core concepts of the UNIVERGE solution. With a flexible
architecture, a customer can combine the different features of the SV7000, other NEC
products, and NEC services to create the value added solutions that customers want
and need.
The chart in Figure 27 provides an overview of the top 11 features (according to a study
performed by the Meta Group) available with an IP Telephony solution. The percentage
rating in the chart shows the degree to which customers typically need/desire each
feature. The graph indicates that most of the features are desired to a close degree (a
maximum of 20% variance from the highest to the 2
nd
lowest demanded feature).

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NEC Power
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Connect to NEC POE Hub

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IEEE802.3af
POE Hub
ILPA
INASET240G
IP-R/ITR-2
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Figure 27: Top Features Desired in IP Telephony Products (Source: Meta Group)
All of the features listed above (plus other NEC specific features) can be combined to
create the varied and different UNIVERGE solutions for customers to satisfy their
needs. In fact, since most customer solutions will end up being unique, the UNIVERGE
platform offers the broadest possible array of features, products, and services available
from NEC to create that uniqueness.
Figure 28 comes from a J uly 2003 article in Business Communication Review
magazine. This article discusses a study performed by Sage Research detailing the
actual improvements that 100 customers of IP Telephony systems observed. Three of
the items show improvements for the IT staff, two show improvements of office workers,
and the other two show office space/mobility improvements.
0% 10%20%30%40%50%60%70%80%
Faster moves, adds, changes
Worker mobility/office moves
Offices opened more quickly
Less telephone tag/missed calls
Remote worker productivity
Reduced travel for IT staff
IT staff time reduced by end users

Figure 28: IP Telephony System Improvements (Source: Sage Research)
All of these types of improvements/cost reductions shown here (and many more) can
be used to add bottom-line cost reductions for customers who purchase an IP
Telephony solution such as the UNIVERGE SV700 product line.
While Figure 27and Figure 28 show the major reasons for IP Telephony adoption,
different market segments will have different requirements/drivers. The primary market
drivers for both the SMB and Enterprise market segments are outlined in the following
paragraphs.
SMB Primary Market Segment Drivers for IP Telephony
Replace antiquated equipment
User mobility for employees
Future proofing technology
SIP technology for cost effective analog to IP conversions
Centralized management databases that are easy to use
Enterprise Primary Market Segment Drivers for IP Telephony
Cost reduction
Centralized management
Network unification/simplification
Productivity improvements
Ability to offer new services (user mobility, IP CENTREX for the Enterprise, etc.)
Using these profiles as background information, the remainder of this document
focuses on using/combining the different solutions available form NEC to satisfy
customer requirements. Of course, customers will often create their own personalized
solutions by combining different products and services.
4.1 Solutions Overview
The products and capabilities discussed in Sections 2 and 3 of this document can be
used to create value-added solutions for customers. These features/products can be
combined by customers as needed to create unique solutions to satisfy their personal
requirements.
A typical solution will have 3 primary focal points for customers:
Customer (the solution purchaser) features/cost reductions
Distributed office/network environment improvements
End-User features
Customer feature aspects create improvements and advantages for the customer
(product purchaser). These improvements can involve: cost reduction, revenue
generation, streamlining of operations, network management improvements, etc.
Distributed office/network environments involve features and services that exploit the
new and unique aspects of IP Telephony. These improvements include features such
as: one consolidated but geographically separated network, uniform dial plans,
distance learning, telecommuting, softphones, etc.
End-User improvements are the features and benefits that directly affect end users.
End users can be either employees directly working for the company that purchases a
UNIVERGE solution or customers of that company. Examples of these improvements
are: a rich set of PBX features (over 900) as well as in-house multi-party conferencing,
unified messaging, Caller ID, wireless LAN, desktop productivity, etc.
4.2 Enterprise Business Solutions
Enterprises have a wide range of business drivers. One such driver is usually
unification of networks and resources since these companies usually have a distributed
office environment consisting of: a traditional employer/employee office environment,
frequently traveling employees (road warriors), and remote workers (telecommuters).
A UNIVERGE solution can solve most of these issues. Additional NEC products can
solve the remaining requirements. The following subsections provide an overview of
several, but not all, scenarios in which UNIVERGE can address the various customer
and end-user requirements.
4.2.1 Customer Features
As stated in Section 4.1, these features address typical requirements for company
executives/owners that purchase a UNIVERGE solution.
A Converged Network is the promise of IP Telephony. IP allows the unification of voice
and data on one network. The following attributes typify such a network:
Allows customers to combine voice and data on to one network
Only one network to maintain
Eliminates one set of building wiring for new construction (no more twisted pair)
Consolidates traffic onto existing circuits which may leverage bandwidth and
software applications
Allows for a common management system
Leverages IP technology by using LDAP, SIP, etc.
A converged network also enables new types of applications that are beneficial to
customers:
Unified Messaging
Productivity/Collaboration
Wireless LAN for voice and data
Can create hot spots for customers to attract business
Softphone capability
Presence information
In-house voice conferencing
Improved sales with a button on customer websites allowing surfers to talk to a live
customer agent
Automatic call Distributor applications which save long distance charges and
optimizes distribution of calls
Video conferencing
User/terminal mobility
4.2.2 Distributed Office Location Environment
A Distributed Office has cost savings and benefits to customers as well as end-users.
Figure 29 shows a typical customer network that has evolved over time. In this case,
this is a bank that has acquired smaller banks as well as opening up new branch offices
itself.
Corporate
Headquarters for
Bank, Ti tle,
Mortgage, etc.
company
Legend
=data
=voice
=external mgmt
Satellite
Office #1
Satellite
Office #6
Satellite
Office #7
(key)
Satellite
Office #8
(key)
Satellite
Office #9
Satellite
Office #10
Satellite
Office #5
(PBX)
Satellite
Office #2
Satellite
Office #3
(key)
Satellite
Office #4
(key)
PBX/Key System
Management
Company #1
PBX/Key System
Management
Company #3
PBX/Key System
Management
Company #2
PSTN
PSTN
Corporate
Headquarters for
Bank, Ti tle,
Mortgage, etc.
company
Legend
=data
=voice
=external mgmt
Legend
=data
=voice
=external mgmt
Satellite
Office #1
Satellite
Office #1
Satellite
Office #6
Satellite
Office #6
Satellite
Office #7
(key)
Satellite
Office #7
(key)
Satellite
Office #8
(key)
Satellite
Office #8
(key)
Satellite
Office #9
Satellite
Office #9
Satellite
Office #10
Satellite
Office #10
Satellite
Office #5
(PBX)
Satellite
Office #5
(PBX)
Satellite
Office #2
Satellite
Office #2
Satellite
Office #3
(key)
Satellite
Office #3
(key)
Satellite
Office #4
(key)
Satellite
Office #4
(key)
PBX/Key System
Management
Company #1
PBX/Key System
Management
Company #3
PBX/Key System
Management
Company #2
PSTN
PSTN

Figure 29: Typical Office Communication Network
Some of the problems associated with a typical banking environment include the
following:
Different telephony products (key systems, different vendor PBXs, etc.) are used
across the network at the different branch offices
Separate management companies are being contracted by the customer to manage
the different key systems and PBXs at all of the branch office
Long distance charges through the PSTN are being accrued for inter-office
communications
Each branch office does not have the same set of telephony features due to the
different products. This also includes different voicemail and speed dial systems.
Separate circuits for voice and data communications which is increasing transport
costs
Figure 30 shows the same customer network that has been consolidated to take
advantage of the benefits of a converged architecture.
Satellite
Office #1
Corporate
Headquarters for
Bank, Ti tle,
Mortgage, etc.
company
Satellite
Office #6
Satellite
Office #7
Satellite
Office #8
Satellite
Office #9
Satellite
Office #10
Satellite
Office #2
Satellite
Office #3
Satellite
Office #4
Satellite
Office #5
PSTN
Local Point
of Presence
Backhaul of long
distance & inter-
office calling
Common Mgmt
system & PBX
features
Legend
=data
=voice
=external mgmt
Satellite
Office #1
Satellite
Office #1
Corporate
Headquarters for
Bank, Ti tle,
Mortgage, etc.
company
Satellite
Office #6
Satellite
Office #6
Satellite
Office #7
Satellite
Office #7
Satellite
Office #8
Satellite
Office #8
Satellite
Office #9
Satellite
Office #9
Satellite
Office #10
Satellite
Office #10
Satellite
Office #2
Satellite
Office #2
Satellite
Office #3
Satellite
Office #3
Satellite
Office #4
Satellite
Office #4
Satellite
Office #5
Satellite
Office #5
PSTN
Local Point
of Presence
Backhaul of long
distance & inter-
office calling
Common Mgmt
system & PBX
features
Legend
=data
=voice
=external mgmt
Legend
=data
=voice
=external mgmt

Figure 30: Distributed Office Example Network
Customer benefits of a Distributed Office
Allows for office staff/managers to work remotely (on the road or at home) and be
effective in their jobs
Disparate equipment can be consolidated into 1 easy to manage system that can
reduce operating expenditures
Remote offices can be hung off of an SV7000 with minimal local equipment
required
Centralized applications
Centralized system management
Voicemail can be housed anywhere with IP connectivity
Ubiquitous speed dial
Automatic Call Distributor (internal or external)
In-house voice conferencing solution can provide cost savings over outsourcing
Enables distance learning for companies, Kindergarten 12
th
grade schools, higher
education, and remote medical consultations
Uniform dial plan for 3, 4, 5, 6, or 7 digit dialing to users
Least cost routing for local and long distance calling and network resources
NEC signaling protocols (CCIS and FCCS) between multiple NEC products that can
enable networking
FCCS signaling can be used to network multiple PBX systems together with the
look and feel of one system
IP mobility for employees
New Applications
MA4000 allows for hosted management opportunities of several smaller companies
by Associates
Customer benefits of a Distributed Office (Road Warrior Applications)
Unified Messaging
Can listen to emails (the whole message, not just headers) from the phone
Productivity
CommPortal/PCA allows users to still be productive on the road
Softphones allow users to send text messages during a call that voice callers
cant see. This can be used to help direct a conference call by allowing users to
have a secondary secret call path.
Collaboration
Multiple products support this capability: SP-30, Comm Portal
Softphone allows users to use whiteboard to create pictures
Features include Whiteboard, file sharing, and chat sessions
Presence
Can easily convey presence to on-net callers that you are out of the office for
either a specified or unspecified amount of time, in a meeting, on vacation, etc.
User mobility
Softphone allows for a PC-based telephone with full capability
Can be used to create call forwarding/follow me services
Video conferencing
Communications Portal (up to 8 users at one time)
SP-30 (up to 2 users at one time)
Customer benefits of a Distributed Office (Extended Stay/Remote Office Applications)
User mobility/IP mobility
User can log into an existing phone to get their same feature sets
User can plug their phone into the new location and have the same features
they have at their home location when using same system
MA4000 swap function can transfer user features to a temporary location as
needed or on a scheduled basis if an employee rotates to different offices on a
regular basis
Productivity
User can be as effective as in the office even though they are not since IP
connections provide them the same applications they have at their normal office
locations
Unified Messaging
Wireless LAN for voice and data
Wireless LAN provides LAN access without the need for a dedicated (wired)
office connection
Enables user mobility
Video conferencing through Comm Portal can be used for distance
learning/education, office meetings, etc.
4.2.3 Products and Services That Can Improve Customer OPEX
The products and features discussed in this section can be used to actually improve,
i.e. reduce, the operating expenses for customers. This is accomplished through
various applications and services.
Installation Manager
Can reduce installation costs by up to 67% over using traditional tools to install PBX
and voicemail components
Management (using MA4000 features)
OPEX cost reductions up to 12 x reduction in programming time over previous
NEC (i.e. conventional) tools
LDAP protocol support reduces OPEX by minimizing time required for
Moves/Adds/Changes
Exploits the converged architecture to create and maintain databases by sharing
existing database information as well as common signaling protocols across
separate applications
Common management system for multiple NEC products SV7000, 2400, 2000,
SV7000 MPS
Standardized services to help customers optimize and monitor their networks
Lots of services available to help customers customize their networks to create a
solution that is just right
Assessment and Design
Integration and Deployment
Maintenance and Support
Monitoring and Management
4.2.4 End-User Features
The following section outlines features and applications that can be beneficial to the
end users. End user benefits due to a distributed office architecture were addressed
previously in Section 4.2.2.
Voice conferencing
3 party and larger (up to 32 party) voicemails
Presence (on-net)
Caller can get non-verbal information about person called - is the person in a
meeting, out of the office, at desk, etc.
Saves time over listening to voicemails or calling other individuals
(administrative assistants, etc.) to find out the callees availability
Unified Messaging
Screen pops for emails and voicemails
End users can easily forward voicemails
Speech to text and text to speech conversion
Retrieve emails in another office using a telephone
WLAN for voice and data
Allows users to be productive in a conference room (data)
Allows users to be reached when needed
Tablets, PDAs, push-to-talk terminals with multiple talk groups for various office,
hotel, and medical center needs
Desktop Productivity
Communications Portal allows end users to have unified messaging, clip board
dialer, email, video conferencing and text messaging all in one view
Personal Call Assistant displays inbound/outbound call logs, allows the ability to
create caller ID definitions, send text messages & convey presence. Clipboard
dialer allows users to initiate calls from their PC instead of the key pad, etc.
MA4000 Assistant allows end users to update their telephone profile and make
changes without involving the IT dept.
Improve end user satisfaction because changes are made in real time
Call forwarding/Follow Me services can be created:
Using various applications such as: softphones, PCA, CommPortal, MA4000
Assistant
Improves productivity through less telephone tag
Allows users to never miss a call with the freedom to choose which calls have
priority status as well as which calls they want to accept
Ubiquitous speed dial across the network
Attendant console (through BAS)
Applications that make employee life easier creates improved customer (and
employee) satisfaction
4.3 Hosted PBX for the Enterprise Solutions
The UNIVERGE SV7000 along with other SV7000 products can be used to provide a
hosted IP (CENTREX-like) solution. In this way, traditional PBX features (such as call
hold, call transfer, speed dial, voicemail, etc.) can be provided to a wide range of end
customer types including: Multiple Tenant Units (MTUs), executive offices, corporate
office buildings, etc.
A hosted IP solution is perfect for small end customers that want telephony features at
a reasonable cost along with new IP-enabled features without the capital investment or
management hassles. Common benefits of this type of solution for end-users are:
No capital expenditure by the end-user
Service provider assume the risk for migration to IP
Broadband Internet access
Unified messaging
Voice mail system
E-mail system
Flat monthly billing rate
IP services for telecommuters and road warriors
Bundled services Internet access, long distance, Caller-ID, etc.
Typical end-users for this type of service will be Small to Medium companies with 300
or less employees that are not heavily IP educated and/or do not have the resources to
maintain their own networks. According to the Gartner Group, providers of this solution
are expected to grow through 2007 as more customers adopt Hosted IP and IP
CENTREX services. Typical customers include: retail stores, advertising agencies,
real estate offices, accounting and financial services, apparel manufacturers, etc.
Figure 31 gives an overview of a very basic hosted IP Telephony environment. One
SV7000 can be used to provide dial tone, PBX features and facilitate other features. All
servers would be located at the hosting companys premises. Conference servers and
media gateways would be located at the customer premise.

Figure 31: Hosted IP Telephony Simple Example
4.3.1 Solution Feature Set
An abbreviated list of features for end-users that are available with a hosted IP
telephony solution include the following:
3,4,5,6,7 digit dialing
3 party conferencing
3, 8, 16, 32 party in-house
conferencing
911 service
Account codes
Authorization codes
Automatic idle return
Blind transfer
Bridge lines
Call back
Call blocking
Call deflection
Call forwarding (Busy, Dont
Answer, All)
Call hold
Call hold pickup
Call park
Call pickup groups
Call redirect
Call trace
Call transfer
Call waiting
Caller-ID
Caller-ID on Call Waiting
Direct Inward Dialing
Direct Outward Dialing
Direct Station Selection Console
Distinctive Ringing
Do Not Disturb
Elapsed Time Display
Hunt groups (circular, secretarial,
Message Waiting Indicator
Multiple Time Zone support
Music On Hold
Redial
Outgoing call restriction
Paging - All zone
Programmable line keys
Speed dial
Toll restriction
4.3.2 Benefits to Customers of a Hosted IP Solution
The following list shows various New features that a Hosted IP solution can provide
over a traditional CENTREX offering:
Automatic Call Distribution (ACD)
Call return using browser
Click to Call dialing
Clip board dialer
Collaborative applications
Encryption for on-net voice calls
Follow me - enhanced capabilities
Incoming received call list
Internet access
Instant messaging
Outgoing call list
Power failure transfer options
Presence management
Selective call acceptance
Soft phone
Unified messaging
Video conferencing
Web-based user extension
management
A large selection of terminals is available for use with the solution:
Standard 4, 8, 16, and 32 button terminals
Large LCD display terminals
Wireless terminals
DESI-less display terminals
DESI-less display add-on module
SIP terminals
Analog phones
Analog fax machines
The MA4000 Assistant product allows the end-user themselves to make changes to
their user accounts. This is perfect for Hosted IP solutions that want their customers to
make terminal changes rather than make the service provider making the changes.
End users can update their telephone profile and make changes without involving the IT
department of the hosting company.
Benefits of the MA4000 Assistant product are:
Improved end-user satisfaction (changes are made in real-time not on a time delay
basis)
The Assistant can be limited to just the extension ranges of the users in their
specific hosted environment
4.3.3 Benefits to Operators of a Hosted IP Solution
An abbreviated list of features for customers (hosted IP service providers) that are
available with this solution include the following:
MA4000 centralized management
Range programming and template creation capability
SV7000 PBX feature set
On-site customer survivability capabilities using SR-MGCs, Power Failure
capability, Power over Ethernet, terminal adapters
Least cost routing
Web-based system management
Easy Adds, Moves, Deletes with MA4000
Voice quality monitoring capabilities
Remote upgrades for equipment such as SR-MGCs
Strong security mechanisms for management and voice
Networking capabilities between multiple systems
Survivability solutions for critical customers
CDR creation and customer billing processing using the MTS product
For billing, the SV7000 will generate Simple Message Detail Records (SMDRs) that will
contain call information such as a-number, B-number, call duration, etc. This
information can then be used by the MTS call accounting product to create Call Detail
Records (CDRs) for a 3
rd
party billing solution or can be used directly to create
customer billing records and notices. The MTS has direct integration into the MA4000
billing by groups or particular users.
Customization services by NEC are normally used to customize a Hosted IP solution so
that customers have the solution set up correctly from the start. Various services are
available.
4.4 Education Solutions
Communications technology has become a cornerstone of education. This is true for K-
12 as well as Higher Education. Technology influences how students learn, how faculty
teach, how researchers collaborate, and how administrators manage. With a clear
comprehension of the challenges of this environment, we can offer solutions that are
tailored for the education environment.
Whether its converging voice and data onto a single campus network, connecting
campuses, enabling faculty and staff mobility, or improving overall network performance
to support instruction delivery, NEC Unified Solutions has the experience and expertise
to address the full array of todays in-demand technologies as well as the needs of the
education environment.
The following subsections outline different ways in which the various UNIVERGE
components can be used to assist the education market place.
4.4.1 Mobility and Collaboration
WLAN allows easy access to the Internet so that teachers and students can access the
World Wide Web for general learning, research papers, email, and entertainment. The
deployment of this feature, if managed correctly, can be a differentiator that will attract
students in a University environment.
With this feature, campus administrators no longer have to worry about providing
enough Ethernet ports or the port locations. Standard 802.11 products are available
from NEC that will allow students the bandwidth and mobility they require. At the same,
IT personnel now have a significant burden reduced as they will now manage less
student interfaces (ports).
Elements of this solution enable faculty to transition easily between classrooms, labs
and offices and facilitate the movement of library, operations and facilities personnel.
Video and related applications permit research teams to collaborate with peers at other
schools, colleges, and universities as well as at commercial businesses.
4.4.2 Classroom & Distance Learning
Students in remote locations or isolated areas can take advantage of the distributed
network environment for distance learning. Students that are often stranded during
inclement weather can also take advantage of distance learning. Wireless and video
technologies enable instructors to guide students through collaborative discovery of
course material rather than delivering material through traditional presentation formats.
Its easier than ever to benefit from the knowledge and talent of guest instructors
without requiring their physical presence in the classroom.
This is realistically possible through various means such as: pre-recorded lectures
stored on servers for students to access, video conferencing using the Communications
Portal product, whiteboarding and file transfer by using the SP-30 softphone, streaming
media, etc.
Colleges are using distance learning to offer continuing education to adult students
making it feasible for more adults to attend courses and increasing the colleges
enrollment by tapping into that new population of prospective students. Streaming
video can be used to capture class sessions for later viewing by students who missed a
class or who wish to review material for upcoming examinations.
4.4.3 Student Services
Although traditional revenues from student phone service and long distance have
virtually disappeared, colleges are expanding and streamlining student services with
call centers in administrative offices such as financial aid and the bursar. In addition,
campus information can be provided to students via several methods digital billboards
in central locations across the campus comprise students with rapidly updating
information updates and audio-text libraries that contain information such as upcoming
events, course descriptions and facility schedules.
4.4.4 Fund Raising and Revenue Generation
Contact centers enabled through a UNIVERGE environment can be used to streamline
fund-raising campaigns. By sustaining outgoing communications to alumni and
supporters and enabling donors to ask questions and make donations in the way that is
most convenient and comfortable for them, a group can significantly increase total
donations. New revenue may be recognized by offering advertising on digital bulletin
boards or in voice mail to local businesses.
4.4.5 Administrative Productivity
Collaboration with outside industry and institutions requires that modern educational
institutions be run with business-like accountability. This means that responsiveness
becomes an important aspect of job performance for staff members. Applications such
as Business Attendant, Business Receptionist and Communications Portal can simplify
individual communications for staff members and faculty, regardless of how busy they
are.
4.4.6 Campus Safety & Security
In addition to 911 applications, campuses are looking for new opportunities to support
planning and response for critical situations. Digital signage can be used to provide
information and direction to people around campus during a crisis. Automatic
notification can be used to call all phones on a school campus with an emergency
message in a matter of minutes. Wireless solutions can support mobile response
teams. Call center technology can support the smooth handling of calls into the
security office.
4.4.7 Network Management & Security
College campuses are by nature open environments, but while allowing easy access,
the network must also be protected. The dynamic infrastructure inherent to educational
environments requires the use of frequent security updates and reassessments.
Sufficient security is further challenged by the scarcity of skilled personnel and the
difficulty of maintaining the skills required to manage and protect the network in a fast-
moving technology environment. Network management solutions and network security
services can provide the network management assistance required in education
environments. Encryption techniques can also be employed using UNIVERGE
components.
Components such as the SR-MGC can be used to provide clustered survivability for
schools within a district or individual buildings in a multi-building environment. The SR-
MGC takes control when the connection to the SV7000 lost. On-net and off-net calls
are possible thereby allowing students and faculty to have telephone access in the
event of an emergency situation.
4.5 Healthcare Solutions
Health care solutions are enabled by the UNIVERGE SV7000 product line. This
solution can be used by various customers including: hospitals, primary care facilities,
group physician practices, and extended care facilities such as skilled nursing facilities
or assisted living properties,, and research facilities. The main drivers for this product
solution consist of the following items:
Remote telehealth and medical collaboration (distance teaching/learning)
Nurse triage/medical contact center applications
Distance doctoring at remote facilities
Call center applications
WLAN mobility for doctors and patients
Tablets, PDAs, wireless phones
WLAN for internet access for patients and staff
Workflow improvement with OpenWorx nurse call system/wireless communications
integration
4.5.1 Business Continuity/Core Infrastructure
Resilient networks that support high availability are required for healthcare networks.
This infrastructure backbone must be robust enough to support the bandwidth intensity
that is required in todays applications. The following attributes summarize these
primary characteristics:
Clinicians rely heavily on always on decision support and other clinical
applications
IT staff require the ability to centrally manage core voice and data infrastructure
assets
There is a heavy demand on networks requires strong throughput capabilities
Provider environments require distribution of bandwidth intensive applications such
as PACS (Picture Archiving Communications Systems) for review of patient imaging
files
Physicians and Nurses access dozens of different clinical applications with multiple
log-in credentials
Operational demands require that patient information be digitized to make critical
information readily accessible and easier to use
IP telephony brings the following benefits to the healthcare market:
IT network management efficiencies
Lower TCO (Total Cost of Ownership)
Effective ROI (Return On Investment)
High reliability
Improved clinical staff performance
Reduction in server clusters
Reduced physical plant space requirements in IT technology areas
Converged voice, data, video and imaging onto a singular infrastructure
Support disaster recovery and fail-over demands of healthcare providers
Fully Featured Systems
Flexible Line Sizes
Redundancy
High Reliability
Intelligent IP Multifunction Terminal
Ease of Maintenance
Flexible Numbering Plan
Centralized administration
Centralized authentication
Relatively fast installations with Installation Manager product
Customers can use the UNIVERGE solution to optimize the specific characteristics that
they are looking for out of the list above.
4.5.2 Converged Mobility
Mobility allows staff to work more efficiently and faster by allowing them to have easy
and fast access to a terminal (phone, PDA, Blackberry, tablet PC, etc.) from which
they can conduct work.
Benefits of mobility include:
Deliver patient data and communications to the patient bedside where it is needed
the most.
Faster responses by staff that can be reached wherever they are, not just in their
office. In addition, the staff does not need to locate a phone as they already have
one with them.
Reduction in medication errors with improved interdisciplinary team communications
Improved response time to patient intervention
Improved overall efficiency of clinical staff
Improve patient satisfaction and the overall patient stay experience
Hands free communications is possible using the Vocera communications badges
integrated with a UNIVERGE solution
Staff can multi-task by using Blackberry devices to answer emails while they are in
meetings and conferences
By using mobility products, hospitals and healthcare clinics can enable immediate
access between patients and nursing staff. Staff can also communicate effectively
whether they are at a patient beside, nursing station, in the hall way, or at their desks.
Wireless LAN access points allows patients to surf the web from the waiting room or
their bedside. This feature can improve customer satisfaction as well as provide
differentiation from other health care providers.
4.5.3 Multimedia Collaboration
One of the benefits of IP is that information can be displayed in new formats with rapid
response times. One such product is in Medical Display Solutions. Within emergency
medicine, hospitals need to automate exam room scheduling as well as enable the
review of critical digital patient information, hands-free within operating room theatres.
Within radiology, physicians require medical-grade displays for use in diagnostic
imaging.
Care delivery efficiencies are driven heavily by patient information being readily
accessible. Examples of the capabilities and benefits include the following:
Post exam room scheduling software onto large, LCD monitors to display real-time
status of ER exam rooms
Display radiological images (MRI, ultrasound, etc.) onto medical grade monitors
during surgery within the Operating Room
Reduce or eliminate expensive, film-based radiological files
Centrally control and manage multiple display systems. Quality control and
calibration/matching
Telehealth Communications is another area in which multimedia is beginning to play a
huge role. Patient care services are delivered beyond the inpatient setting such as:
outpatient clinics, ambulatory surgical centers, and home health care represent a large
majority of the new delivery mechanism within the healthcare continuum. Examples of
capabilities include:
Support community healthcare outreach through audio, video conferencing,
document sharing and file exchange
Distribute multimedia communications to distributed and mobile healthcare
professionals
Facilitate video-based care intervention and patient exam
Facilitate peer review between main hospital and home health offices or other
dispersed offices within hospital area-wide medical campus
Extend digital Dterm station ports to offsite clinical/office locations
Hospital Digital Communications is third fundamental component of multimedia
improvements. Healthcare facilities are traditionally large physical plants with the need
to distribute logistical, promotional or other public-based information across multiple
floors and areas of a hospital with time sensitive information. Examples of these
capabilities include:
Increase awareness of important announcements.
Increase enrollments to wellness or other community health outreach programs
Assist patients and visitors with directional information
Distribute multi-media communications throughout hospital during emergency
situations or crisiss
4.5.4 Workflow Management
Within a healthcare facility, there are multiple contact points with patients and between
interdisciplinary teams. To efficiently move patients from admission to discharge,
facilities require tools that save steps and speed information exchange. Facility call
management and routing can efficiently manage large volumes of incoming calls and
improve call routing.
Most facilities utilize nurse call systems as the main point of contact between patients
and care staff. These systems traditionally require a visit to the room or a poor quality
speaker/microphone-based dialogue between a patient and nurse located a nursing
station. That nurse subsequently pages the nurse assigned to the patient to intervene.
The need exist to facilitate immediate contact between a patient and their assigned
nurse to save steps and respond more quickly to patient needs.
New applications platforms emerging in healthcare: EHR (Electronic Health Record),
PACS (Picture Archiving Communications System) and POE (Physician Order Entry)
require the transmission and sharing of digital files with the use of various multimedia
endpoint technologies. Wireless LANs system can improve nurse charting and physical
dictation responses by delivering electronic patient information throughout the facility.
Physicians and nurses access dozens of different clinical applications. The disparate
applications are accessed with separate log-in credentials for each application server
which hosts a set of clinical applications. Clinical staff is required to manage many sets
of log-in credentials which in turn create greater IT intervention. Ultimately, the process
is very inefficient and creates frustration with clinical staff. Single Sign-On allows staff
to access multiple clinical applications with one log-in.
4.5.5 Patient Privacy/Network Protection
Healthcare providers must adhere to the security standards with the Health Insurance
Portability and Accountability Act (HIPAA). To this end, providers must maintain high
levels of network security and management. They must maintain a balance between
information access, data encryption, audit trails and robust safeguards to protect
against network breach. NEC has security products and services that can help
healthcare organizations meet the requirements and protect patient privacy.
4.5.6 Patient Relationship Management
Patient needs continue after discharge. They need assistance with appointment
scheduling, physician referrals, billing questions and nurse triage hotlines. Like many
traditional contact center environments, hospitals can utilize home based nurse triage
agents or other general billing agents. Call centers can help in this area by reducing
appointment abandonment as well as providing discharging patients with the ability to
contact the discharging facility through various media, such as: telephone, e-mail, or
web chat.
J ust as any customer expects quality services, a patient has the same high
standards and expectations for their stay at a hospital or other healthcare facility.
Hospitals can create customized services and telephone features on a personalized
basis. This can be done efficiently and easily with the MA4000. Charging capabilities
can also be put into place to collect revenues for non-bundled services (long distance
charges, etc.). Authorization codes can be put into place to protect patient phone
services and voicemail accounts. Phone numbers for patients can travel with them if
they are moved to different rooms such as moving from Intensive Care Unit to the
general patient ward.
4.5.7 Facility Safety/Security
In the current day and age, facility security is always an issue. UNIVERGE products
and services can assist customers with any of the following needs:
Personal safety
Public safety
Threat response
Business continuity issues
Examples of services and products include the following:
Network security assessments and engineering
911 feature with facility-based PSAP updating capability from the PBX or
OpenWorX product
HIPAA
Barge-in and recording of malicious calls
Voice encryption and authentication
Fault tolerant servers
Redundancy and survivability on the telephony products
4.6 Hospitality Solutions
The UNIVERGE SV7000 supports hospitality features for the pure IP environment.
Being optimized for the IP environment, the SV7000 supports connections to Property
Management Systems with an IP interface.
4.6.1 NEC Hospitality Feature Set
The UNIVERGE SV7000 continues to support NECs renowned hospitality suite of
features such as:
[A-10] Automatic Wake-Up
[A-10D] Automatic Wake-Up Dterm
[A-25] Attendant Console with Hotel Functions
[A-48] Automatic Message Waiting Lamp Off
[A-57] Alert Service
[A-58] Automatic Wake-Up - Hotel Attendant
[A-73] Automatic Multiple Attendant Recall
[A-74] Answering Camp-On/Call Hold Calls by Switchhook Flash
[A-75] Automated Guest Station Voice Mail Retrieval
[A-141] Announcement Service - Guest Station
[B-26] Busy Status - Hotel Attendant
[C-19] Calendar Display
[C-23] Check-In/Checkout
[C-32] Calling Station Number Display
[C-71] Called Number Display - Hotel Attendant Console
[C-72] Connecting Room Service
[C-147] Call Information Display
[D-11] Do Not Disturb
[D-11D] Do Not Disturb - Dterm
[D-15] Day/Night Class of Service
[D-25] Direct Service Set/Reset
[D-26] Direct Station Selection
[D-88] Directory Assistance Interface
[D-89] Direct Selection - Outside
[D-105D] Dterm with Hotel Functions
[D-107 ] Direct Data Entry - Station
[D-150] Double Suite Room
[D-151] DND/MW Lamp Control
[E-21] Emergency Call Monitor - Attendant
[E-31] Emergency Call through PMS
[G-1] Guest/Administrative Service
[G-4] Group Service through PMS
[G-5] Guest Name Display Through PMS
[G-6D] Guest Name Display - Dterm
[G-8] Guest Information Display - Hotel Attendant Console
[G-9] Guest Information Display - PMS Terminal
[G-11] Guest Room Calling - Hotel Attendant
[G-21] Group Restriction
[G-24D] Guest Station - Dterm
[G-25] Guest Name Display - PS
[H-8] House Phone/Hot Line
[H-22] Hotel Feature Transparency Over CCIS
[H-25] Hotel PC Attendant Console through PMS
[I-23] Inter-Position Transfer 2
[L-27] Language Service
[M-6] Message Waiting
[M-22] Maid Status
[M-51] Manual Switching of Central Office Incoming Call Destination
[M-68] Maid Status - Answerback
[O-6] Off-hook Alarm
[O-9] Overtime Call
[P-29] PMS Interface
[P-34] Paging Console
[R-9] Room Cutoff
[R-10] Room Status
[R-17] Room Numbering
[S-17] Split Access to Outgoing
[S-32] Screening
[S-49] Service Call Routing
[S-74] Secretarial Service - Guest Station
[S-75] Suite Room Service
[S-128] 2nd Wake-up Call - Same Guest Station
[T-13] Toll Terminal Access
[T-21] Timing Start
[W-2] Wake-up Announcement - Headstart
Note: some features may not be available until Release 20 of the SV7000 product
4.6.2 Converge Architecture Features for the Hospitality Environment
In addition to the features above, the following features can also be used to maximize
the UNIVERGE SV7000 capability:
International operations: multiple language accommodation, toll bypass
ACD capability
Wireless LAN for customers
Wireless LAN phones with different talk groups for the staff (front desk, concierge,
room service, cleaning service, etc.)
Encryption
SMDRs for fast CDR (billing) creation
Internet access (in room and hot spots)
Different terminals ranging from cost effective solutions to state of the art products
5 Related Documentation
Table 2 provides a list of additional documentation that can be referenced for more
information on the UNIVERGE solution and its components.

1. SV7000 Product Description GD3300-05-003
2. UNIVERGE SV7000 RFP Guide RFP 303601
3. UNIVERGE SV7000 Data Programming
Guide Business
ND-72660 (E)
4. UNIVERGE SV7000 Business Features
and Specification
ND-91837 (E)
5. Application Note OpenWorX 4.0 AN4500-04-014
6. Application Note MA4000 Installation
Manager
AN3300-04-003
Table 2: UNIVERGE System Documentation

UNIVERGE is a trademark and NEAX and Dterm are registered trademarks of NEC Corporation.
OpenWorX is a trademark and AIMWorX and INASET are registered trademarks of NEC America, Inc.

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SV7000 Solution Description

systems, or use the solution in a stand-

IP (ITR series) and

both use the Protims VoIP protocol to enable telephony features in a

-Enterprise (I) provides complete ACD applications, enhancing

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