BusinessPhone Communication Platform 5.1
System Overview ASB 150 02 Release 13

## Applications

ASB 150 02 can be used for various types of applications either handled internally by the core system or by connecting to an external server/PC via a V.24 interface or a Desktop Adapter. A concise description of the various applications is provided below.

### Operator-assisted PBX system

When ASB 150 02 is used as an OPERATOR- controlled system, all incoming calls will be presented to all operators in one common queue. The OPERATOR then extends the calls to the desired extensions in the system. A maximum of three OPERATOR’s consoles can be connected to the system.

#### Operator Suite, OPS

As an option to the standard operator’s console a comprehensive set of graphical PC-based tools for operator call management can be connected to ASB 150 02.

The flexibility and high functionality of the solution is based on the interworking of three applications all developed to run under the Microsoft Windows NT 4.0 operating system. Other than to the PC-Operator, the OPS is a server/client-based full 3rd-party CTI system, working in Microsoft Windows NT LANs (TCP/IP). OPS consists of the following three main modules:

- Operator Workstation, OWS

- OWS is the administrative tool for operator call management offering an efficient graphical user interface with visible operator queue, busy-lamp field, directory assistance and point-and-click controls for all standard operator functions.

- Directory Manager, DMG

- DMG is the tool for administration and population of subscriber’s extension database.

- DNA Server

- DNA Server is the platform of the whole OPS system. In combination with the central database (Microsoft SQL or MSDE) it serves as common data storage medium and communications interface for the other two modules.

OPS uses the BusinessPhone Software Licensing (WIBU key) concept for controlling the purchased licenses and communicates with the ASB150 02 via BusinessLink for Windows (BLW)

It is possible to install as many OWS clients as desired in order to use free seating functionality, however the amount of OWS clients active at the same time is limited to three (3).

#### PC Operator

As an option to the standard Operator’s console a PC- based Operator’s console with Graphical User Interface can be connected.

The PC-OPERATOR is based on Microsoft Windows 3.x, Windows 95 and Windows NT offering the following features:

- The same functions and call handling procedure as in operator telephones DBC214 or DBC663
- Improved call handling by using a keyboard and a 3-button PC mouse
- Integrated telephone directory for internal and external numbers with several search options and automatic PC dialling
- Busy-lamp field for up to 150 extensions/trunk lines (including status indication free/ringing/busy/absence information).

The PC OPERATOR is connected via the Desktop Adapter to the OPERATOR’s CONSOLE providing the PC OPERATOR with display information and dialling access. The connection to the CPU-D4 or AUX3 board provides the PC OPERATOR with status information of the extensions in the Busy-lamp field. A maximum of three PC OPERATORS can be connected to the system.

#### Braille Operator

For telephone operators with impaired vision a special Braille keyboard can be connected to the PC, using the enhanced PC Operator software together with a special software module. The keyboard offers the same functionality as the PC Application (with minor limitations).

### Key-system function

ASB 150 02 can be used completely or partly as a key- system. In a key-system the trunks are presented on keys on the system telephones. An incoming call is presented on all telephones on which the relevant trunk is represented.

Each trunk occupies a programmable key with a lamp that indicates the status of the trunk.The system can be divided into an optional number of call pick-up groups. Each group can be assigned an optional number of trunks and extensions.

### Executive/secretary function

The system can be programmed for an optional num-ber of executive/secretary groups. Each group can be programmed for the following functions:

- diversion direct, on no-reply or on busy
- a dedicated intercom line between executive and secretary offers users a private line
- supervision enables the secretary by means of a pre-programmed key to monitor and answer calls to the executive or to call directly.

### Tenant function

It is possible for several mutually independent companies/organisations to share an ASB 150 02 system. The system can be shared by a maximum of sixteen companies/organisations (tenants). Each company/organisation can have its own trunks. If desired, inter-company calls may be prevented.

### Networking

ASB 150 02 Networking provides a way of turning stand-alone ASB 150 02 telephone systems into a fully integrated, networked PBX able to interwork with other PBX systems, both from Ericsson and from other manufacturers.

In effect, ASB 150 02 Networking can link the telephone systems together so that they act like one unified voice network, providing service transparency, cost-efficiency and adaptability to the customer’s organization’s needs.

Networking provides interconnection in a variety of corporate network configurations, such as leased lines, ISDN dial up lines or VoIP lines.

Following Network packages are available

- Standard digital Network package (QSIG Network Package)

- The Standard digital Network Package provides basic connectivity with common corporate numbering plan and supplementary services between ASB 150 02 systems and other vendors’ PBXs over leased lines with QSIG signalling. Support for the ECMA/ETSI standard QSIG interface and services ensures interworking with any compliant system in multi-vendor networks.

- Full Networking package

- The Full Networking package additionally includes a range of proprietary services and applications available between ASB 150 02 and ASB 501 (MD110) systems. The ASB 150 02 and ASB 501 systems may be linked together over leased lines with QSIG, over switched dial-up lines with DSS1 (Digital Signalling System No.1) signalling, or a mixture of both. The use of dial-up ISDN lines allows the creation of Virtual Private Networks (VPNs), offering full transparency of services and a common corporate numbering plan.

For VoIP lines both Networking packages may be used, whereby only connections between ASB 150 02 systems are supported.

### ACD-application

ASB 150 02 offers an advanced ACD (Automatic Call Distribution) function for call centre applications.

The ACD System distributes incoming calls evenly among a group of agents (e.g. booking clerks).

The calls are presented to the agents according to the first-in first-out principle.

Several priority patterns can be set in the ACD system to fulfil the requirements of the call centre.

Capacity:

- maximum of 40 agents
- maximum of 48 incoming ACD- trunks
- 8 queues with individual selection
- priority among the various queues answered by the agents
- voice messages to callers supplying queue information.

####

#### BusinessPhone Call Centre Supervisor, CCS

The CCS is a peripheral PC-based application to measure the ACD call centre performance. The system is connected to the exchange via a V.24 interface and enables real-time monitoring of the call centre activities (agent performance, call handling, service level, etc.) and generation of a history report for management information and planning purposes.

#### Information Display Unit, IDU

Up to 5 IDUs can be connected to the CCS Supervisor.

The IDUs allow agents to get relevant call centre status information (queue information, agent group information and messages of a general nature).

#### BusinessPhone Call Centre Assistant, CCA

CCA is a Call Centre 3rd party CTI application (platform), supporting ACD-agents and ACD-supervisors in their essential daily tasks by integrating the ACD functionality of the PBX into a PC-based desktop.

CCA is a Server/Client application that runs under Windows NT (Version 4.0 or higher) and Windows 95 (Clients only). The platform of the CCA is the BusinessPhone TSAPI Link (BusinessPhone BusinessLink for Windows; BLW) to provide advanced call management with screen pops, call centre statistics and abandoned queued calls lists.

CCA provides configuration via integration into the CCS product. It also interfaces with the Operator Suite (Operator Workstation) product to provide a corporate directory of subscribers.

CCA uses the BusinessPhone Software Licensing (WIBU key) concept for controlling the purchased licenses.

### Hotel system

ASB 150 02 can be used very effectively as a hotel system. Guestrooms can be equipped with analogue or digital system (BASIC, ECONOMYplus or STANDARD) telephones.

Guests can order "wake-up" and "do not disturb". Service extensions that are equipped with display telephones receive information (name, check in/out, language, credit card) about the calling guest.

Check in/-out can be logged via an EXECUTIVE telephone or a PC-based Hotel Application.

Special hotel functions accessible via an EXECUTIVE telephone:

- "check in/-out"
- blocking of Guestroom phone for outgoing calls
- reading/altering of status of guestrooms
- ordering/cancelling and verification of "wake up" times for guests
- room-to-room blocking and DID blocking.

#### Hotel computer connection

Hotel computers can be connected to the system via V.24-interfaces.

### Integrated Cordless

The ASB 150 02 can be enhanced by the application Integrated Cordless, based on the DECT standard, to meet the demand of full mobility.

This application comprises the following major units:

- IC-CU2: provides the GAP (=Generic Access Profile) standard, control, roaming and interfacing of the cordless to ASB 150 02, digital speech transcoding, 8 speech channels, feeding and controlling up to 4 base stations.
- IC-LU: provides digital speech transcoding, 8 speech channels, feeds and controls up to 8 base stations
- Base Station: provides communication coverage in a cell with eight speech channels with 32 kb/s ADPCM. The system supports up to 60 base stations
- Cordless Phones: provide typical telephone extension services for each user. Up to 210 cordless phones can be supported.

The cordless phones connected to the system can be used for the following applications:

- Users of cordless phones – have no need for an additional wired phone.
- Users with a wired phone (desktop) and an independent cordless phone.

- Some users need mobile phones only on certain occasions. So these users will have a wired phone on their desks and take a cordless phone from a common pool whenever they need it.
- For this application calls to the wired phone of a user will be diverted to the cordless phone.

- Users with a wired (desktop) and a cordless phone in a Tandem configuration are treated as one logical unit.

- The Tandem configuration enhances the communication for users that have a wired phone on their desk and need to be mobile within the company by using their own cordless phones. Both telephones have the same directory number but independent of classes of service.

In addition to the functionality in the system, the BusinessPhone Integrated Cordless offers the following features to users:

- Smooth hand-over during calls
- Continuous dynamic channel selection (CDCS)
- Roaming functionality.
- Message Waiting Indication
- Idle Display / Information Display
- B/C Number display
- Enhanced WHO CALLED List

### IP-Extensions (H.323 clients)

The IP-Extension function provides an integration of packet switched H.323 compliant clients, residing on an Local Area Network into the circuit switched world of ASB 150 02.

The IP-Extension function is based on two components, a Gatekeeper and an Extension Gateway, which are both located on the IPU board.

The implementation complies to the H.323 standard with an additional proprietary enhancement supported by the Ericsson IP clients.

Following clients have been tested:

- Ericsson Office IP-Phone Dialog 3413 (DBC 413)
- BusinessPhone BackStage Version 4.0
- Microsoft® Netmeeting Version 3.01 (Standard H.323 PC-Client)

### 3rd Party Computer Telephony Integration, CTI

The Computer Telephony Integration link offers an intelligent connection between computers and the PBX to enhance the telephony functionality towards computers and integrate with data.

The ASB 150 02 CTI solution offers a CTI link based on a V.24 (RS232) interface using a proprietary signalling scheme which fulfils the functionality level of the ECMA CSTA standard.

In order to communicate with Windows NT / Windows 2000 servers (BusinessLink for Windows, the “third-party CT control” platform), a Windows Service (Server side) and an Application Programming Interface (Dynamic Link Library, CSTA.dll) converts the BusinessPhone protocol into a Standard TSAPI protocol. Applications compatible to TSAPI will be supported by the link.

TAPI Bridge enables Microsoft TAPI applications to be used with BusinessLink CT system clients. It gives the full flexibility of a Windows network environment while allowing TAPI solutions to be telephony-enabled, and to use the proven BusinessLink platform.

### 1st Party Computer Telephony Integration

The telephone is connected via Desktop Adapter to the exchange that supplies a PC application with the call data and dialling facility.These features support the user with information on the caller and store caller related notes using the internal data base. The PC-based applications have to be based upon the Microsoft TAPI (Telephone Application Programming Interface) Standard.

The communication between the PC Application and the exchange is done via BusinessPhone Personal Link.

PersonalLink, the "first-party CT control” platform, enables a direct connection between the user’s PC and desktop telephone. The telephony services are installed on the user PC´s. This platform would typically be used for a first entry into CT advantages where an immediate LAN implementation is not preferred, by organisations evaluating the start benefits of CT applications, by a small number of users, or by companies without a LAN. Personal Link supports the industry-standard Telephony Application Program Interface (TAPI).

### CTI Applications

While working in the Windows environment, the CTI application (1st or 3rd-party CT) pops up when a call needs to be handled. All information is displayed on the screen, so that there is no need to pick up the telephone.

The main features are:

- On-screen call handling
- Personnel call logging
- Call scheduling
- Telephone directory
- Call notes (screen pop up)
- Interwork with other Windows applications and integration with data.
- Routing

#### Available CTI applications based on 3rd party CTI - BusinessLink for Windows:

- Operator Suite
- Call Centre Assistant
- BackStage (BackStage can used with BusinessLink for Windows and with Personal Link)

#### Available CTI applications based on 1st party CTI - Personal Link:

- BackStage

as well as certified products or Microsoft Applications included in the operating system (e.g. MS Outlook, MS Dialler,...)

### Enterprise Telephone Toolbox

The Enterprise Telephone Toolbox, which is valid for both systems, ASB 150 02 R13 and ASB 501 04 R8, consists of the Designation Card Manager (DCM) and the complete range of User Guides in PDF and HTML-format.

The Designation Card Manager is a software tool that enables easy creation of Designation Cards for Dialog 3000 telephone sets. The DCM made pre-printed designation cards obsolete and offers numerous options to customize the telephone layout.

The DCM 3.0 or later includes also the BusinessPhone Management Suite 2.x import tool.

### Telephony Online Tutorial

The Telephony Online Tutorial is a computer-based training via an WEB-Interface. Telephony Online Tutorial is offering the same functionality as the BusinessPhone Computer Based Training (CBT) in a WEB-based version according to the new functionality of ASB 150 02 R13 and ASB 501 04 R8.

Revision: W © Ericsson Enterprise 2003