BusinessPhone Communication Platform 6.0
Facilities

## Slim Unified Messaging

Definition
Definitions & abbreviations
References to other documents
References for IPU
References for BusinessLink 3.0 (CTI)
References for SUMS (SUM server + plug-in)
Requirements
PC: SW requirements for the SUMS
PC: SW requirements for the Plugin
PC: HW requirements for the SUMS
ASB 150 02: SW requirements for SUM
Using Voice Messages
Voice Message use from the ASB 150 02
Sending Voice Messages via e‑mail to a PC
Compatibility of the Slim Unified Voice Message
Operation
SUM - VM workflow
Usage: SUM - Client PC online to LAN
SUM - Added Functions
To hear the Voice Messages
SUM e‑mails in the list of MS-Outlook
SUM e‑mails in the list of Lotus Notes
Usage: Stand-alone PC client
Capacity
Limitations
Number and Length of Voice Messages
Send Text/Call-back to a BP-extension
Function details
Notification Mail about new VMs via SMTP
Notification about State changes of VMs via Plugin
Readout and forward of VMs as attached WAV-file
Control of Mailbox via Plugin
Programming note
Error handling
Restart of SUMS
Breakdown of BusinessLink
Breakdown of BusinessPhone H.323 part
Equipment

## Definition

This document describes the Windows server application Slim Unified Messaging (SUM). The Private Automated Branch Exchange ASB 150 02 stores spoken messages in the internal Voice Message Unit(s) VMU. Now the SUM handles the external distribution of this Voice Messages to the e‑mail programs on the PCs of the users.

In the SUM server this is done via an integrated H.323 client that is connected towards the IPU. The control and management of the Voice Message e‑mail happens via the CTI Link (Business Link).

The SUM server also offers a built-in e‑mail server, additionally the SUM server can send specially formatted e‑mail to an SMS server (via an SMTP router), which then transmits an SMS message to a definable mobile phone. If a Voice Message is stored in the ASB 150 02 then an SMS message informs the relevant user and provides the matching phone numbers for call actions.

### Definitions & abbreviations

Abbreviation / Term | Definition
ASB 150 02 | The PABX: BusinessPhone 50/128i/250
BMS | The configuration program for the Business Phone Management Suite,
BP | Business Phone, the ASB 150 02 PABX
BusinessLink | CTI-link, Information and remote control of the ASB 150 02 PABX via Computer (PC)
CLIP | Calling Line Identification Presentation
CTI | Computer Telephony Integration
CTI link | Business Link
CSTA | Computer Supported Telephony Application
e‑mail | A letter distributed over computer networks
HTML | Hyper Text Markup Language
H.323 client | Program unit for IP telephony
IP | Internet Protocol
IBM | International Business Machines
IPU | PCB for the Internet Protocol of the BP
ISP | Internet Service Provider
JAVA | Platform independent programing language
LAN | Local Area Network
Lotus | SW trademark of IBM
Lotus Notes | e‑mail client program
Lotus Domino | e‑mail server program
MB | Megabyte =1024 kByte (1 kByte =1024 Byte)
MS | Microsoft ® (SW producer)
Outlook | SW program from MS for E‑mails
PABX | Private Automated Branch Exchange
PBX | Private Branch Exchange (ASB 150 02)
PC | Personal Computer
PCB | Printed Circuit Board, an electronic module
Plugin | Program modul added to existing SW
RAM | Random Access Memory
SMS | Short Messaging Service
SMTP | Simple Mail Transfer Protocol
SUM | Slim Unified Messaging
SUMS | Slim Unified Messaging Server
SW | Software (computer programs)
TCP/IP | Transport Control Protocol/Internet Protocol.
UM | Unified Messaging
VM | Voice Message (= Voice Mail)
VMU | Voice Message Unit - hardware board of the ASB 150 02
VoIP | Voice over IP

## References to other documents

#### References for IPU

Board description of the IPU
see System description, (1551-ASB 150 02 Uen)

Installation and Prerequisites
see Installation instruction for ASB 150 02,
(1531- ASB 150 02 Uen)

Licensing of voice channels
see Maintenance Instructions, (1541-ASB 150 02 Uen)

Capacity upgrading of the IPU
see Maintenance Instructions, (1541-ASB 150 02 Uen)

First test after Installation and Programming
see Start of Operation, (1537-ASB 150 02 Uen)

Firmware upgrading of the IPU
see Maintenance Instructions, (1541-ASB 150 02 Uen)

Technical Data - Voice over IP lines / IP Extensions
see System overview, (1555-ASB 150 02 Uen)

References for Voice Messages: 340/15534 ASB 150 02 ’Mailbox system’: Individual mailbox system.

#### References for BusinessLink 3.0 (CTI)

Refer to FASBS 102 202/CD.

#### References for SUMS (SUM server + plug-in)

Refer to FASBS 102 209/CD.

## Requirements

The feature slim unified messaging requires:

- One industry standard PC for the SUMS
- The BusinessLink 3.0 running on a PC in the LAN.
- User PCs (clients): Industry standard PCs with the Ericsson plug-in for SUM.
- ASB 150 02 with the R14 CSW (ASB 150 02 SW LZY 203 2234 R1A or higher)

- VMU-HD or MFU board (VM functionality),
- IPU board (for the H.323 clients)

- The SUMS requires the following SW

- Appropriate licensing, see Facility Description - General
- CD with the SUM software FASBS 102 209/CD (BackStage & Unified Messaging Media kit)

- An e-mail server:

- Lotus Domino server.
- For the Microsoft Exchange server the service pack 3 or higher is needed.
- any other mail server, that can receive e-mails via SMTP
- Alternatively to the external mail server, the built‑in mail server of the SUMS can be used

### PC: SW requirements for the SUMS

To run the SUMS on a standard PC, the following operating systems are supported:

- MS Windows NT4.0 - server Service pack 6a
- MS Windows 2000 - server
- MS Windows 2003 - server

For installing the SUMS you must have administrator access rights, otherwise the programs will not be installed properly.

- TCP/IP must be installed and properly set up.

### PC: SW requirements for the Plugin

To run the SUM‑plugin on a standard PC, the following operating systems are supported:

- Any MS Windows operating system version can be used, on which MS Outlook 2000/XP/2003 or Lotus Notes 6.x works properly.
- TCP/IP must be installed and properly set up.
- Mail program:

- MS Outlook 2000/XP/2003 must be installed and properly set.
- Lotus Notes 6.x

### PC: HW requirements for the SUMS

The following minimum configuration has to be used:

- Processor: Pentium II, 350 MHz
- Required hard disk space for SUMS: 10 MB
- Required hard disk space for the Voice Messages: max. 2 GB (matching the maximum number of Voice Messages in the ASB 150 02; 1000 messages x 255 sec. x 8 kB/sec), see Limitations.
- Minimum RAM available: 128 MB

### ASB 150 02: SW requirements for SUM

- CSW R 14 or higher
- for up to 20 users: one 5-user CTI license, or
- for 20 user and more: one 80-user CTI license

## Using Voice Messages

In ASB 150 02 the mailbox system offers internal and external callers the possibility to leave Voice Messages in a user’s mailbox.

#### Voice Message use from the ASB 150 02

In ASB 150 02 the common Voice Mailbox and the Individual Voice Mailbox system can be created, containing all the Voice Messages of the users. The Voice Mailboxes can be accessed:

- via the message key,

- by pressing *59# (only for individual mailboxes), or

- by dialling the individual Voice Message box system directory number.

For more information see document 340/15534 ASB 150 02 ’Mailbox system’: Individual mailbox system.

#### Sending Voice Messages via e‑mail to a PC

The telephone exchange ASB 150 02 can receive and store Voice Messages (VMs) internally for each user (extension) or in a common Mailbox. To make this internal VMs accessible on an external Windows-PC, the Slim Unified Messaging Server (SUMS) combines such a Voice Message with a date and time stamped e‑mail and sends it to the specified e‑mail address (via mail server) as shown in the picture below.

In case of a Common Mailbox the same e‑mail (with attached Voice Message) will be sent to these users of this mailbox, which are defined and licensed with the configuration program in this SUMS.

At any place and any time, the owners/users of this e‑mail address can listen to and handle this ’mailed’ Voice Messages using a Windows-PC with a usual Mailbox program and hear the attached Voice Message by playing it with any WAV-file player program.

Additionally the SUMS can send an “SMS” e‑mail to the e-mail server, which routes the “SMS” e‑mail to an e‑mail -> SMS gateway. Then the e‑mail -> SMS gateway creates the desired SMS.

Using MS-Outlook or Lotus Notes as Mailbox program and extending it with a small Ericsson program module (plugin), this makes the handling of the ’mailed’ Voice Messages very easy. Reading or deletion of such SUMS e‑mails on the PC is automatically reported back to the Voice Mail Unit (VMU) of the BusinessPhone PABX. The status of the related Voice Messages in the Voice Mail Unit will be changed to be always equal to the status of it’s ’mailed’ Voice Message. A similar status synchronization is also done in the e‑mail list on the clients PC, if any of the Voice Message is manipulated directly on an extension phone set of the ASB 150 02.

#### Compatibility of the Slim Unified Voice Message

Such e‑mails with attached Voice Message (WAV-file) can also be received and read/heard with an e‑mail client program other than MS-Outlook 2000/XP/2003 or Lotus Notes. As usual the WAV-files can be heard on other PC operating systems with any WAV-player.

Using another program than MS-Outlook 2000/XP/2003 or Lotus Notes, then there is no status update and remote functionality possible between the e‑mail client and the ASB 150 02.

## Operation

The integrated Voice Message and information system of ASB 150 02 is controllable via a CTI application. This means that it’s Voice Message and information system sends events for the status update towards an external application. This application makes Voice Message control requests towards the ASB 150 02.

### SUM - VM workflow

Notice: The encircled numbers in the drawing below indicate the involved events of the Unified Messaging system. In the explanations following below e.g. the encircled number 1 is written as (1).

(1-5) Notification/Status

(1) Starts a CTI monitor on the Voice Message System,

(2) retrieves first via the CTI the complete actual status of all Voice Messages (VM) and then

(3) sends it to the SUMS.

(1-3) Every time a new Voice Message is stored in a user's mail box (1) or the status of any of his Voice Messages is changed, then the SUMS is notified again by an event via the CTI system (2, 3). This event contains the number of the Voice Message box, the status of the Voice Message, the caller's number and name (if available from the ASB 150 02), the date and time and a reference to the Voice Message.

(4) In case of such a new reported Voice Message, the SUMS makes a call (4) via the IPU and the H.323 client to the Voice Message Unit (VMU) and

(5) retrieves this Voice Message and converts and stores it into a temporary WAV-file. The SUMS then generates an e‑mail [containing the caller's number (CLIP) and name (if available from the ASB 150 02), the date and time, the number of the Message box, the status of the Voice Message and a reference to itself] and combines this e‑mail with the WAV-file as an attachment (= Unified Message e‑mail).

(6) The SUMS sends this Unified Message e‑mail to any standard e‑mail server to be distributed (8) to the specified PC of the e‑mail client. Alternatively to the external mail server, the built-in mail server of the SUMS can be used.

(7a) Additionally the SUMS can send an “SMS” e‑mail to the e-mail server, which routes (7b) the “SMS” e‑mail to an e‑mail -> SMS gateway. The e‑mail -> SMS gateway creates the desired SMS (7c).

(8) The addressed user (the user of the PABXs extension and Voice Message Box) reads/hears or deletes this Unified Message e-mail on his PC thus causing a change of its status.

(9) This status change is detected by the extension module (SW-plugin) for the e-mail program MS Outlook, which updates the SUMS with the correct new status information.

(10) The status’ of the Voice Messages in the e-mail client PC and their status’ (11) in the PABX ASB 150 02 are synchronized to each other via CTI as to be new, read or deleted.

### Usage: SUM - Client PC online to LAN

#### SUM - Added Functions

On the users PC the Ericsson SW-plugin for the e-mail client provides additional function buttons for the users Voice Message activities:

1. Information about the plugin program
2. Play the Voice Message on the phone (via CTI)
3. Play the Voice Message on the PC (from WAV file)
4. Cancel the current action (play, call, send)
5. Call the originator of a Voice Message
6. Send a text/call-back to a BP-extension
7. Help

#### To hear the Voice Messages

If in the mail program list one of the aimless is highlighted (marked) and has a Voice Message attached, then there are 2 different ways to hear this VM:

1st Button: Clicking it shows background informations about the SUMS program as it’s name, version etc.

- Red icon: No SUMS connected.

- Blue icon: SUMS is active.

2nd Button: Plays the Voice Message on the phone (via CTI):

- A click to this button plays the Voice Message (of the e-mail highlighted on the PC-display) using the speaker of the users telephone set. This playing is a remote request via the SUMS to the Voice Message system of the involved ASB 150 02.

3rd Button: Plays the Voice Message on the PC (from the WAV file)

- A click to this button starts the playing of the WAV‑files Voice Message (of the e-mail highlighted on the PC-display) using the speaker(s) which is directly connected to the PC.

4th Button: Stops the actual running activity, e.g. playing of a Voice Message.

5th Button: Starts a Call-back to the phone set of the originator of the Voice Message.

6th Button: Sends a text/call-back message either to a phone set with built-in display, or activates a Call-back on a phone set without display.

7th Button: Opens the on-line help for the plugin.

#### SUM e‑mails in the list of MS-Outlook

The picture below shows the screen of MS-Outlook 2000/XP/2003 with the built-in program module (Ericsson plug-in). The third line of the menu bar shows the additional function buttons inserted by this plugin module.

The phone-icons in the e-mail list indicate the attached Messages and their status:

- Red -icon: e‑mails with a new message (voice, text or call-me);
- Yellow -icon: e-mails with an already heard message;
- Green -icon: e-mails with a stored message (voice or text, being stored using the telephone only).

#### SUM e‑mails in the list of Lotus Notes

The picture below shows the screen of Lotus Notes with the built-in program module (Ericsson plug-in). The forth line of the menu bar shows the additional function buttons inserted by this plugin module.

The color of attached Messages in the e-mail list indicate their status:

- new messages are red
- heard messages are black

Note

only voice Messages have a yellow telephone icons (new and already heard)

### Usage: Stand-alone PC client

As long as the PC client is connected to the network, the status of all of the e‑mails containing Voice Messages is updated (synchronized) according to their actual status within the Voice Message system in the belonging ASB 150 02

But if the users PC (and the SW-plugin) is not connected (off-line) to the network and therefore to the SUMS (e.g: during travels):

- any status changes of the (on the client PC stored) Voice Message e‑mails are queued up (collected and stored). All of this status changes are then used to update (synchronize) with the Voice Message system in the belonging ASB 150 02 as soon as it is (via LAN) reconnected again.

## Capacity

The capacity of the Individual Voice Message system of the PABX type ASB 150 02 is limited as described in the chapter ’Limitations’ below.

Contrary to it, the theoretical limit for the number of Voice Message e‑mails in a clients PC is generally the maximum storage capacity of the harddisk.

## Limitations

### Number and Length of Voice Messages

The Voice Message system of the ASB 150 02 provides up to 300 Voice Message mailboxes (extensions) and has a total storage capacity of up to 1,000 Voice Messages. See document no. 340/15534 ASB 150 02 ’Mailbox system’: Individual mailbox system.

In the ASB 150 02 the length of each Voice Message is limited to a maximum of 255 seconds. This also limits the available time for the spoken information contained in a single SUM e‑mail (1000 messages x 255 sec x 8 kB/sec = 2 GB storage capacity).

### Send Text/Call-back to a BP-extension

The plug‑in button ’Send a text/call-back’ sends either a text message to a phone set with built-in display, or activates a call-back on a phone set without display.

## Function details

### Notification Mail about new VMs via SMTP

A users mailbox is set for the ASB 150 02 to initiate Voice Message e‑mails. If a new Voice Message is received, the SUMS checks if the according Mailbox has an e‑mail address correlated with it. If true, a Notification e‑mail sends to the user, containing the calling party number (CLIP), the timestamp and the hidden unique message-ID for the Voice Message. This message is sent via SMTP protocol towards the configured e‑mail server. The Voice Message is first copied and then attached to the e‑mail as WAV-file (see Readout and forward of VMs as attached WAV-file).

### Notification about State changes of VMs via Plugin

To synchronize the state of the Voice Messages in the e‑mail client program (Outlook or Lotus Notes) a special plugin was created by Ericsson, which connects itself towards the SUMS using a proprietary protocol over a TCP/IP connection. All state changes of e‑mails containing Voice Message informations are reported towards the SUMS to synchronize the status towards the ASB 150 02 PABX. In the other direction the SUMS sends state changes (those itself has received via CTI events) towards the plugin, where the e‑mail status is updated accordingly.

An e‑mail containing a Voice Message is identified by a special Message-ID, which has a header (identifying it as a Voice Message e‑mail) and additional data as a unique ID for each Voice Message.

If the connection between plugin and SUMS cannot be established (for example: Notebook not connected to the company network), all state changes are queued up in a local storage, and are synchronized to each other as soon as the plugin is connected to the SUM server again. In the case of state change collisions, the changes reported by the ASB 150 02 have higher priority.

### Readout and forward of VMs as attached WAV-file

Voice Messages can read out of the ASB 150 02 and send as e‑mail attachment with WAV-file format.

Note

Such a file can then be heard via the PCs loudspeakers (or earphones) without directly accessing the ASB 150 02 or the Network system (at the airport, on the train, etc.).

The readout is done via an implemented H.323 client, which registers itself to the ASB 150 02 as standard H.323 phone. In case that a Voice Message should be read out, this H.323 client calls the internal Voice Message system and starts to play the according Voice Message by use of the CTI. The played Voice Message is automatically stored into a WAV‑file, which then is attached to the Notification e‑mail. The latter is then sent to the e‑mail address of the Mailbox’s owner.

### Control of Mailbox via Plugin

Another option is to control the ASB 150 02’s internal Voice Mailbox directly via the plugin. A special toolbar was added to the e‑mail client, which contains buttons for playing the Voice Message on the users own phone set. This feature makes use of the proprietary link between plugin and SUM server (see Notification about State changes of VMs via Plugin) Special command messages had to be introduced to start and stop the Voice Message playing.

Additionally an event notification towards the plugin is needed, to update the state of the buttons according to current state, e.g. the Voice Message is completely played or the user interrupted playing directly per phone. The playing of the right Voice Message is identified by the unique Message-ID (see also Notification about State changes of VMs via Plugin).

The communication towards the BusinessLink is done via standard CTI functions, that are also used for all other CTI-clients, e.g. BackStage.

### Programming note

The following command is only accessible via BMS:

5213 Voice Mail CTI Access Code |  |

This command allows to program a voice mail CTI access code, which is used by an external CTI application for control of the Voice Mail system.

## Error handling

### Restart of SUMS

All necessary working data is back-uped into a file while the SUMS is operating. In case of a restart of the SUMS, this stored data is used to be able to recover and synchronize again the status towards the BusinessLink.

### Breakdown of BusinessLink

The SUMS has a recovering mechanism to restart the CSTA connection towards the BusinessLink in case of a failure. It also synchronises its status with the ASB 150 02 PABX status after the connection is recovered.

### Breakdown of BusinessPhone H.323 part

If the H.323 client detects problems with the connection towards the ASB 150 02 PABX, it automatically cancels the existing connections in a proper way, and tries to log-on again to keep a clear state.

## Equipment

For the specification of the equipment used see Requirements.

Revision: B © Ericsson Enterprise 2004