Siemens etw2000

The proposed solution adds an often forgotten dimension to Teleworking, namely the voice communication with all the related feature requirements. The Teleworker needs:

§ to use if possible his on-line data infrastructure for the telephony signalling.

Maximising the Value of your Employees Time …

… Work Where You Are Most Effective.

· Attract and Retain Valued Employees - improving quality of life with home office benefits; providing access to a whole new labour force of seasoned professionals that would prefer to only work part-time, access to professionals who may have physical challenges that make a home office an attractive benefit.

· Lower Costs - lower real estate requirements, reduce employee turnover, and increase employee productivity. Provides and more cost effective and flexible way to address the traffic peaks of a call center.

· Help Retain a Company’s Professional Image with its’ Customers - maintaining single business number access, creating a seamless communication path between customers and employees.

· Increase Customer Intimacy – allow workers instant access to customer information, enhancing communication, improving service and aiding in customer retention and profitability.

HiPath Teleworking is an umbrella term for a wide range of alternative office arrangements, which include telecommuting, Hoteling, virtual/mobile offices, satellite offices and Teleworking centers. Teleworking redefines the traditional understanding of a workplace. Through the use of the HiPath Teleworking solution, workers can mirror all corporate telephone features at a remote location.

Telecommuting allows workers to work from home by helping to create a ‘virtual office’, providing company telephone feature access to any remote location. Transparent to the user (and to customers), this feature provides seamless integration between locations, adding to worker convenience and increasing productivity.

Teleworking Centers consist of a branch / satellite locations that access the features and functions of the main office Hicom system. The users at the branch location have transparent full feature access to the PBX system through the data network eliminating the need for a remote communication server at the branch / satellite locations.

Office Hoteling (Hot Desking using autoset relocate) consists of sharing office space in a company location designed for use on a drop-in basis by employees. Hoteling offices are equipped with standard office technology - such as telephones, PCs, faxes, printers, copiers, e-mail, and Internet access. Employees either reserve space in advance or drop in to use a cubicle on an as-needed basis. With PBX, the employee is able to have the phone at their Hoteling workplace have their personal features and functions including name and extension number.

HiPath Teleworking is one of the exciting new features being delivered by Siemens that demonstrates that we are a leader in providing innovative solutions in the area of voice and data network convergence.

HiPath Teleworking is a solution articulated around the Siemens’ Private Branch eXchange Hicom 300 E. It gives to the mobile worker the same telephony features as when he should work in the office. This is the case for

The access can be deployed either via an IP connection (xDSL or cable-modem) or via any analogue, ISDN or Mobile telephone.

HiPath Teleworking enables all types of workers to be reached via a single business number regardless of their location i.e. in or out of the office and have a single messaging mailbox for those calls e.g. a call to a mobile which is not answered is placed in the users centralised mailbox back in the office. In order to keep these workers productive, Hicom PBX features are extended to their remote place of work.

Examples: - a mobile user can transfer a call to a colleague in the office or to his/her home telephone or

No particular groups are focussed. All mobile workers are suspect to use this solution, certainly those of are often at several location, part-time or after the hours like sales people often do.

This solution is typical one for the companies how are equipped with a Siemens PBX Hicom 300E. It is of course always possible to install near the existing PBX a Hicom 300 as satellite communication server.

3.1 HiPath Teleworking Components

· PBX Hicom 300 E V3.0 onwards equipped with WAML (Subscriber line module Port extender - SLMPX)

· HiPath Teleworking Client Terminal (Customer Supplied PC, workstation, digital Optiset telephone, analogue telephone or mobile telephone)

These elements allow the use of the corporate data network and public telephone network to support remote client terminals e.g. Optiset E telephones in a network independent manner. The CorNet TS signalling is send the through the customer’s data network and that provides access to the Hicom’s Telephony features. The conversation is either passed through the public telephone network to the mobileworker's remote location (uncompressed voice) or via the customer's data network (by integrating a VoIP gateway and associated gatekeeper). This solution allows the mobile worker access to the same voice and data features as they have in corporate office.

3.2 Role of the HiPath Teleworking Server

· It contains a database for mobile worker information, such as extension numbers and passwords.

· It interfaces to the Hicom 300 E and with the Corporate LAN by means of separate LAN connections.

· It provides an integrated IVR system by means of E1 connections to the Hicom 300 E.

· It uses an external modem to connect to a service center for remote maintenance.

3.3 HiPath Teleworking Client Overview

HiPath Teleworking offers simultaneous support for multiple client types in order to address customer requirements with a single mobility solution.

· 1. Two channel clients for voice & data applications, offering un-compressed voice for critical applications where high quality speech is required.

· Single-channel VoIP via H.323 Netmeeting client for PCs. (note: IP gateway & gatekeeper required)

· 3. Single channel voice only, for use with standard telephone user interfaces (TUI).

Typically, it is the data requirements of a particular mobile worker which will dictate the type of access technology used e.g. analogue, ISDN, Cable, ADSL etc. The quality of the voice transmission, the cost of the public network connections and the type of terminal being used will determine whether single channel (compressed), dual channel (uncompressed) or single channel voice only clients are deployed.

3.4 Hybrid configurations and access methods

A hybrid configuration would be one that combines any of the above line types into one HiPath Teleworking application. A good example would be an ISDN BRI line configured with a remote router for just data operation also for the voice signalling. No voice capabilities are required for the Data Network Connection. Voice is using a second separate line (analogue or 2^nd channel on ISDN) for the Voice Network Connection.

4.1 Mobile client feature overview

HiPath Teleworking offers its users many benefits, which can be summarised as extending the PBX feature set out into the mobile environment. Mobile workers can be contacted via a single corporate telephone number, use a centralised voicemail box independent of where they are working or what device they are using.

For the first time corporate mobile users can fully interact with their colleagues in the office by way of PBX features e.g. transfer, consultation, call back etc.

Mobile workers can determine how they would like their calls handled either administering the options via the telephone user interface (TUI) or web browser.

4.2 Types of incoming call routing

4.2.1 Server Directed Call Routing

The server directs the clients individual call routing based upon the information that is available in the clients active mobility profile.

4.2.2 Caller Directed Call Routing

Caller directed routing allows the caller to choose how the call should be directed by means of an IVR user interface.

The following options are presented to the caller for the initial call and also if the option to find the client was not successful:

If ‘find the client’ is selected and the client does not accept the call, the caller is presented with the followings options:

4.2.3 Client Directed Call Routing

The client decides if he wants to accept the call after he listens to the caller ID (optional) by:

4.3 General menu access

The general menu provides a single number access to many services. These services are:

4.4 Make outgoing call

To make outgoing calls using the PBX facilities via your own extension number, dial the outgoing call access number.

If you are automatically identified and your line is idle, you will get the PBX dial tone and you can begin to dial as if you were in your office.

If someone calls you and you have locator service and you were paged as result of one of the numbers in your profile and you call in to make an outgoing call, you will get prompted for connection to the caller.

After you have finished with a call and you have the option to keep your line up, you will get prompted to make another outgoing call again if you have bearer reuse activated (advanced clients only).

4.5 Things you can do while you are in the call

HiPath Teleworking allows the client to perform several functions while he/she is on a call.

A novice user can choose to use the Opti-guide menu system and select the feature required form audible prompts or an expert user can enter a code for the desired feature.

The user can also 'Hand off' the call to another number while keeping the PBX call intact e.g. hand-off the call from a mobile telephone to a home telephone whilst maintaining access to PBX features.

4.6 Security

Secure access to the communications infrastructure is essential, HiPath Teleworking offers a wide range of security mechanisms, which can be applied depending upon an organisation requirement.

4.6.1 Identification (User ID + Password)

The client will enter a User ID (Subscriber number) followed by a numeric password to pass security.

4.6.2 Automatic (Caller ID)

If the client has previously passed security and the calling line identity was captured. The next time the client calls from the same calling line identity, security is automatically passed, thereby, speeding up access to the system.

4.6.3 Authentication (Token Verification)

A token is exchanged with the customer’s security server (Secure ID or Leemah) to authenticate the client.

4.7 Log-on/off

All HiPath Teleworking sessions start with a client log-on and end with a log-off. Depending upon the client type different logon/off mechanisms are employed.

All mobile client types can log on via a browser. The user is identified by means of an extension number and password. After the client has passed security the client specific web page is displayed and the client can log-on via the menu or take the opportunity to configure a mobility profile/s.

Mobile clients can also use the telephone to log on and there are 2 basic ways this can be achieved:

1) Automatic log on, the user dials in on a special “log on with profile” access number to log-on and activate a specific mobility profile (from1 to 4). The system recognizes the caller as a client, which can use the “automatic log-on”, feature and the gives the caller a reorder tone from the network by rejecting the call. The client has logged on without incurring any public network call charges.

2) Manually log-on, the user dials in on the “Main menu” number, the user follows a menu, which is provided by an IVR. This client has to pass security and is then asked whether a change of mobility profile is required. An announcement confirms when the Log-on was successfully completed.

If the client is a Basic client, (Remote Call forward) the client’s office phone will be forwarded to the destination configured in the client’s profile. Hicom will perform all call routing whilst the client is logged on.

The Optiset E, Analog 2-line or VoIP-client, log on by using the Teleworking PC client software.

4.8 Scheduled log-on/off

With this feature the client can log-on/off automatically. The Teleworking server supports scheduled log-on/off procedures. It is possible to define a scheduled log-on/off with a day of the week and time of day supporting multiple entries. Only the Mobile clients can use the Auto log-on/off feature.

4.9 Statistics

The management of the mobile worker environment is essential. HiPath Teleworking provides a a comprehensive range of statisics reports.

4.10 Multiple mobility profiles

A client can configure multiple mobility profiles which determine where incoming calls are routed to and under what circumstances, only one can be active at any given time.

The following routing options can have multiple destinations (except for Distinctive which can have only one) to which an incoming call can be routed with 1-N simultaneous attempts (broadcast).

· Distinctive call routing: Call is routed to the destination based on the caller ID

· Internal / External: Call is routed to the destination(s) based on if caller is within or outside of the PBX network

· Default Destinations (Client and System): Call are routed to these destinations if no other routes are possible.

· Call Back destination: A number that the system can call back the client at. Only if client has this capability

· Paging Destinations (Numeric Paging, Email, SMS): These destinations can be used routing destinations except the default destinations

· Service Destination (Voicemail, Fax, Call Center): these destinations are used if caller directed routing is active

4.10.1 Manual selection of mobility profile

4.10.2 Scheduled mobility profiles

A client can select when pre-programmed mobility profiles become active and de-active.

Within the configuration for the automatic log-on/off schedule the user or the administrator can set the profile number.

4.11 Call retrieval

All unanswered calls can be retrieved and forwarded to the users voice-messaging mailbox.

With Basic Mobile workers this is performed by the Hicom feature call forward on no answer.

4.12 Internal/external call forwarding differentiation

The client can optionally program a different destination for the routing of incoming internal calls and incoming external calls.

When the caller is dialing from the private network or internal Hicom, the call will be forwarded to the pre-defined destination number for internal calls. "Internal" refers to the calling party, not the destination party.

When the calling user is calling from the public network (or external network), it will be forwarded to another pre-defined destination number for external calls. "External" refers to the calling party, not the destination party.

4.13 System default destination

If for some reason no call routing destination is available for a client, the HiPath Teleworking server will route the caller to this system-wide default destination. Typically this would be the operator or the voicemail system’s auto-attendant.

4.14 Outgoing call

The Teleworking server enables the mobile client to make outgoing calls through the HiPath switch.

· After receiving a call the bearer channel can be re-used to make an outgoing call. The client can configure the bearer re-use time via a browser; a zero value means the option is not active.

· The client can make an unanswered call to the server by dialing the outgoing call access number, after call back the client will be able to make an outgoing call. In this way the client can make calls without incurring mobile tariffs (In those countries where incoming mobile calls are free).

The call is charged to the client’s extension number. Benefits include use of the Hicom’s LCR package and the companies’ private network connections instead of the mobile operator’s network in order to reduce call charges. Outgoing call – via call back

The user can make an unanswered call to the HiPath Teleworking server and following authentication of calling number, the user will be called back and will then be able to make an outgoing call.

4.15 Feature status notification

The TWS provide message-waiting notification to mobile clients that are logged on. The feature alerts the user to a change of status (message waiting LED from off to on). The Teleworking server permits the mobile client to select one or more of the following notification methods:

4.16 Call-back

The call is not answered by the internal party. When the called party returns and makes another call, a connection to the external user is set up automatically as soon as the call has been terminated.

The internal user is conducting a call. The mobile client is called back as soon as this call has been terminated.

4.17 Distinctive call forwarding

Distinctive routing is a redirection of incoming calls based on the calling party number.

4.18 Find-me

A search of multiple destinations is performed in a serial fashion. Incoming calls are held by the Teleworking server while attempting to locate the mobile user from a list of possible destinations until successfully located or the caller abandons.

4.19 Broadcast

Multiple destinations are tried in parallel. Once a validated client has answered the call on one particular destination the others are released.

The administrator enters the number of destinations that should be tried at once – System wide parameter. The user programs the telephone numbers in a range of 0 to the system wide number given by the administrator.

4.20 Caller directed routing

Caller directed routing is a function that is enabled by the client administration. Incoming calls shall be forwarded to the TWS IVR service for processing. When an incoming call is directed to this IVR service the caller is provided with the following options:

Page the called mobile teleworker (he must be logged on) and wait for the mobile teleworker to call back

Answer the call by help desk Call Center number. This is the default routing destination

4.21 Hand-off

The client can request that the Hicom hand-off the current call to an alternative destination e.g. from mobile telephone to home telephone. Hand-off differs from transfer as it permits a user to hand-off the call to an alternative destination whilst maintaining access to Hicom features,

4.22 Client re-direct

The Client redirect based on the caller’s ID. The client can, when a caller is announced and/or caller’s number is delivered, elect to not accept the call and have it routed to their client default destination.

4.23 Hicom feature access with opti-guide

The TWS provides the equivalent functionality of the Opti-guide (common user dialog interface) to a Advanced mobile client using IVR services. The TWS activates the appropriate Opti-guide IVR emulation steps based on the current call state. Once in the IVR mode the teleworker controls the Scroll Forward, Scroll Backward, and Accept functions through a single pre-configured DTMF digit for each function. For example, use digits comparable to the PhoneMail control “9” Scroll Forward, “7” Scroll Backward and ”#” Accept.
The client can access Hicom’s features by means of an audible user menu system.

The newest solution HiPath Teleworking is a remote work location approach, which offers a flexible open system design by providing the following:

§ The Teleworker can be reached as easy as when he is located in the corporate office.

§ The solution supports a Voice/Data convergence strategy by bridging wired & wireless and also switched & packet based environments

§ The security aspects are covert thorough an accurate authentication procedure for LAN & PBX accesses.

§ The solution offers the necessary management tools for user administration, reporting and control.

· Increased Mobile worker efficiency by access to PBX features and central message store.

1 Aim of the new solution

2 Target groups

3 Detailed description of the solution