captaris callxpress · product report 18 september 2002 captaris callxpress ... seminar...

Gartner© 2002 Gartner, Inc. and/or its Affiliates. All Rights Reserved.Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to bereliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretationsthereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

DPRO-95122Richard A. Costello

Product Report18 September 2002

Captaris CallXpress

Summary

Captaris CallXpress provides a true unified messaging solution for Lotus Domino/Notes and MicrosoftExchange/Outlook environments.

Commentary

On 30 September 2003 Sound Advantage LLC announced the renaming of the company to Applied Voiceand Speech Technologies, Inc. (AVST) and the completion of its acquisition of the CallXpress voicemailand unified messaging product line from Captaris, Inc. AVST is looking to leverage the CallXpressproducts and customer base, and its own speech-enabled technology, to provide a viable unifiedcommunications solution to current and prospective customers. From Gartner’s initial perspective, thesynergy between the two looks promising.

The acquisition includes the retention of key products and technology, the transfer to AVST ofabout 45 engineering and technical employees germane to CallXpress, office facilities in Bellevue, WA,and an R&D engineering lab. The upcoming release of AVST Seneca in the fourth quarter of 2003 willprovide a next-generation, speech-enabled adjunct for CallXpress. This note will be updated with theSeneca release information for CallXpress when it becomes available.—Rich Costello

Table of Contents

Overview

Analysis

Pricing

Competitors

Strengths

Limitations

Insight

List Of Tables

Table 1: CallXpress Features and Functions

Table 2: TTS Sizing Guidelines

Table 3: CallXpress Languages

Table 4: CallXpress Server — Sizing Guidelines

Captaris CallXpress

© 2002 Gartner, Inc. and/or its Affiliates. All Rights Reserved.DPRO-9512218 September 2002 2

Table 5: CallXpress Server Requirements

Table 6: RightFax and NetConnect Servers Requirements

Table 7: CallXpress Integration (Partial List)

List Of Figures

Figure 1: Premises Integration

Figure 2: Message In-box

Figure 3: Message Playback

Figure 4: Voice Attachment

Figure 5: Viewing a Fax Message

Captaris CallXpress


Corporate Headquarters

Captaris, Inc.

11410 NE 122nd Way

Kirkland, WA 98034, U.S.A.

Tel: +1 425 820 6000

Fax: +1 425 820 4080

Internet: www.captaris.com

Overview

Captaris CallXpress scales from small to large applications, retaining compatibility with private branchexchanges (PBXs), LANs, groupware and multivendor networks and accommodating voice and faxfeature sets. CallXpress and CallXpress Enterprise both carry the same version number and are unifiedmessaging solutions that work in Microsoft Exchange Server or Lotus Domino environments.

• The smaller CallXpress solution is designed for small to midsize companies with capacityrequirements ranging from four to 32 voice ports (per CallXpress Server).

• The larger CallXpress Enterprise solution extends up to 128 voice ports to support 10,000 users (perCallXpress Server).

Also included in the CallXpress Enterprise package is global user administration capabilities, support forseveral networking standards — analog, digital, Audio Messaging Interchange Specification (AMIS) andVoice Profile for Internet Messaging (VPIM) — a full allocation of Desktop Call Manager seats (250) andenhanced tools for mobile professionals.

CallXpress supports a single message store architecture (that is, the CallXpress Server does not storeincoming e-mail separate from voice and fax messages), as well as the following functionality:

• A desktop client mailbox that displays all three message types: voice, fax and e-mail

• A single address directory for all message types

• A single point of administration

• Automatic directory updates and directory replication enterprisewide

• Access to messages by computer, phone, cell phone or the Internet and message notification bypager, mobile phone or Short Message Service (SMS)-enabled device

Captaris CallXpress release 6.0 added the following functionality and enhancements:

• Native IP support for Cisco AVVID CallManager — alleviates the Intel/Dialogic card requirementfor CallXpress integration with Cisco CallManager. Future native integrations with other IP telephonysystems are also pending.

• Support for multivendor switch networks — previously, the CallXpress Server supported onevendor switch type per network; CallXpress r.6.0 added support for multiple vendor PBXs in the samenetwork.

Captaris CallXpress


• Improved text-to-speech (TTS) — offers support for clearer and more natural TTS voice via Lernout& Hauspie RealSpeak technology. CallXpress offers TTS support in eight languages — French,Italian, German, Spanish, Dutch, American and British English, and Brazilian Portuguese.

• A high-availability server — r.6.0 provides for a CallXpress primary and secondary serverconfiguration utilizing Microsoft Windows 2000 Advanced Server cluster technology, which enhancesCallXpress reliability and common maintenance performance without interruption of service.

• Selectable sampling rates and codecs — enables system administrators to choose from fiveindustry-standard codecs and sampling rates for the recording and playback of speech, with the ratesranging from 8 Kbps to 64 Kbps. The codecs for recording messages and announcements can be setseparately.

• “Silent Install” capability — CallXpress clients can be installed to large volumes of desktops withouta visit to each workstation. “Push” and “pull” methods of CallXpress installation are available.

In addition to unified messaging, the CallXpress platform supports the following applications:

• Audiotext — provides callers with commonly requested information in prerecorded announcementssuch as driving directions and hours of operation.

• Automated Agent — the interactive voice response (IVR) module on CallXpress that allowscustomers to create custom IVR applications, using Visual Basic as the programming language, thatinteract with outside callers and enterprise data systems. The module can be used to createtraditional IVR applications, such as a bank balance application, but is also capable of interacting withother CallXpress modules such as Call Manager and RightFax, as well as the messaging and call-processing engines for creating custom workgroup, call center, unified messaging, fax and unifiedcommunications applications.

• Automated Attendant — provides call answering, including customized greetings and routing,without requiring a dedicated receptionist.

• Desktop Call Manager — allows end users to screen incoming calls at their desk. The applicationidentifies the caller automatic number identification (ANI), call-level interface or purpose of call(scripted question); queries a database on the user’s PC; and displays caller name and other relevantinformation on the screen. A user can opt to take the call, divert the call to another recipient, take amessage or ask the caller to hold.

• Extension Specific Processing (ESP) — allows individual users to have a personal menu availableto outside callers in place of a personal greeting. Personal menus can be programmed to have anumber of options including the capability to send out a fax, record a message, transfer to thesubscriber’s mobile phone (including the capability to pull back the call on a “no answer”), transfer toanother extension or launch a transaction-processing session.

• Transaction Processing — captures spoken information from callers, such as product feedback orseminar registration, without a live agent.

• Voice Mail — allows callers to leave a voice message when the phone is busy or unanswered or ifdirect interaction with the recipient is not necessary.

The table “CallXpress Features and Functions” highlights CallXpress capacities and features. Unlessotherwise noted, descriptions of CallXpress (CX) also apply to CallXpress Enterprise (CXE).

Captaris CallXpress



Characteristic Description

Voice Ports Four to 32 per CX Server; 24 to 128 per CXE Server.

Voice Port

Modularity

Analog (4); digital (8).

Maximum Number of

Analog Ports

32 per CX Server; 128 per CXE Server.

Maximum Number of

Mailboxes

Depends on numbering plan. For example, 10,000 mailboxes for a four-digit plan

(0000 to 9999).

E-Mail Integration Microsoft Exchange Server/Outlook, Lotus Domino/Notes.

E-Mail Protocols

Supported

Any e-mail protocol supported by Microsoft Exchange or Lotus Domino

(Multipurpose Internet Messaging Extensions [MIME], Simple Mail Transfer Protocol

[SMTP], Post Office Protocol 3 [POP3]), except Internet Message Access Protocol 4

[IMAP4] [pending]).

Hours of Voice

Storage

Dependent on server disk capacity. For example, a 9GB disk will store over 775

hours of voice.

Voice Encoding Varies with codec used.

Platform Intel Celeron 433 or dual Intel Pentium III, depending on number of voice ports;

redundant array of independent disks (RAID) is optional.

Server Operating

Systems

MS Windows 2000 for nonclustered systems, Windows 2000 Advanced Server for

clustered systems.

Client Operating

Systems

MS Windows 95, 98, NT, 2000, ME.

Networking Up to 255 CX Servers can be networked at a location or between locations.

Voice, Fax and E-

Mail Storage and

Global Address

Directory

Microsoft Exchange Server, Lotus Domino Server.

Standard Features

Unified Messaging Unified messaging functionality is standard; voice-only mailboxes are supported.

TTS for Reading E-

Mail

Four TTS channels. Languages supported are Dutch, French, German, Italian,

Brazilian Portuguese, Spanish, U.K. English and U.S. English.

Prompt/Announceme

nt Languages

French, German, Spanish, U.K. English and U.S. English

Intelligent Call

Routing

ANI, dialed number identification service (DNIS), port and schedule.

Auto Attendant Yes.

Single Point of

System

Administration

Yes.

Web Access to

Unified Messaging

Inbox

Standard Web browser.

Optional Features

Additional TTS

Channels

TTS channels can be added to CXE unified messaging (UM), up to a maximum of

eight TTS channels per CX Server.

Captaris CallXpress



Characteristic Description

Fax Ports (Internal to

CallXpress)

Maximum of four fax ports if Captaris RightFax is integrated within a CX Server

Fax Ports (Outboard

RightFax Server)

Maximum of 48 fax ports per RightFax Server. Multiple servers can be networked

(1,024 fax ports maximum).

Fax Modularity Analog — two or four; digital — 24 (T1).

Standards

Local-Area Network

(LAN) Protocol

TCP/IP or any Windows LAN.

Directory Light Directory Access Protocol (LDAP).

Application Interface MS Messaging Application Programming Interface (MAPI), Lotus Notes C API.

Networks Supported AMIS, VPIM, Q-SIG.

File Audio wav format using the following codecs:

— Linear pulse code modulation (PCM) at 64 Kbps

— G.711 (µ or a-law) at 64 Kbps

— Global System for Mobile Communications (GSM) 610 at 13 Kbps

— OKI/Adaptive Differential Pulse Code Modulation (ADPCM) at 24 Kbps

— Tag Image File Format-Fax (TIFF-F)

Analysis

Switch Integration

CallXpress (CX) is a Microsoft Windows NT or Windows 2000-based unified messaging system for small,medium and large enterprises. It integrates with over 150 key/hybrid, PBX and IP-based systems usingvarious signaling techniques — including digital station emulation, in-band and Simplified Message DeskInterface (SMDI). Voice paths are normally analog, although digital T1 and E1 channels are supported.Due to the variety of integration techniques, as well as switch capabilities and limitations, not allCallXpress features are applicable to all switches.

See the figure “Premises Integration” and the Sidebar “CallXpress Switch Hits.”

Figure 1: Premises Integration

Voice paths (1) and integration data (2) support inbound and outbound voice and fax messaging. Unified operationwith an Exchange or Domino server enables voice, fax and e-mail messages to be stored in a single server andviewed in an e-mail inbox on the desktop. An outboard fax server (not shown) sits alongside a CallXpress voiceserver(s) in larger systems.

Captaris CallXpress


Source: Gartner.

PBX integration performs a number of tasks to facilitate voice communication and call handling:

• Captures dialed party information and telephone number of calling party.

• Answers calls when users are unavailable.

• Plays user personal greetings.

• Assists in routing calls.

• Transfers calls to an operator or to another extension.

With a maximum capacity of 128 voice ports, a single CallXpress Server supports approximately 10,000employee mailboxes. Voice ports can be separated into reporting groups and marked for specificfunctions. For example, when networking with a CX Server(s) at a remote location, a group can bemarked for outbound operation only.

The networking of CallXpress Servers at a location enables unlimited expansion. In such arrangements,there are also multiple MS Exchange Servers at the location. CallXpress Servers can be added withouttaking the network down. If problems arise with a specific server, the problem can be isolated and theserver taken out of service while the rest of the network stays up and running.

Call Routing

In cooperation with the telephone system, CallXpress supports the following call-routing features. Note:Not all features are available on all PBXs:

• Auto Directory Transfer, QuickConnect — One keystroke enables direct transfer to a subscriberextension from the company directory.

• Call Blocking — Blocks all calls to a telephone, putting callers directly into voice mail. This feature isavailable when calls are placed through the automated attendant.

Captaris CallXpress


• Call Screening — If this feature is enabled for a user, the auto attendant prompts and records thecaller’s name, which is played to the user. If the user declines, the caller is prompted to leave amessage.

• Caller ID or ANI Routing (switch dependent) — Different telecom protocols are sent along with a callfrom a central office (CO) containing caller identification. When provided by the PBX, they can beused by the system to route callers to the appropriate extension.

• Call Queuing — Provides callers with the option to hold while another call wraps up. This feature isavailable when calls are placed through the automated attendant.

• Dial Pulse Detection — Allows rotary phone callers to access applications using dial pulsetelephones, thereby using the same automated capabilities as touch-tone telephone users.

• Personal Call Routing, Extension Specific Processing — Gives callers a unique set of options, inaddition to leaving a message, when the desired user is not available to take the call. Thepossibilities include the following:

• Transfer to a specific extension (assistant, other department)

• Transfer to a mobile phone (including the capability to pull back the call if unanswered)

• Launch an IVR application

• Send a specific fax

• Launch transaction processing

• Play an announcement

• Record a message

Users set up voice navigation according to the desired routing options; for example, “press ‘1’ to speak toanother sales representative, press ‘2’ to leave a message, press ‘3’ to receive a fax of today’s specials.”

• Programmable Call Routing — Support for custom routing applications such as:

• Answer calls from different trunks or DNIS numbers with different greetings and applications onthe same ports (dynamic port allocation).

• Create a menu structure to allow callers to route to a specific application or department,(unlimited levels).

• Answer and process calls in a different language based on trunk, DNIS or caller input.

Unified Messaging

CallXpress provides auto attendant functionality and coordinates with the e-mail server (Exchange Serveror Domino) to store voice and fax messages in a unified messaging architecture. In addition to voice, faxand e-mail messages residing in a common store, Exchange or Domino stores directory (address)information used by other servers on the network. CallXpress provides computer access (local PC andthe Internet), telephone access (cell phones and regular phones) and pager support and reads e-mailmessages over the telephone via enhanced text-to-speech capability in r.6.0 (Lernout & HauspieRealSpeak).

Also in r.6.0, an add-on speech recognition module, called Captaris Speech from Conita Technologies(now part of Avaya), is available for voice accessing and managing of in-box, calendar, tasks and contact

Captaris CallXpress


information in MS Exchange. However, the Captaris Speech module is currently not available for LotusDomino.

CallXpress keeps a buffered copy of voice and fax messages. This programmable buffer is used to playback messages and access fax messages for users calling in on the telephone interface. When anExchange or Domino server is down, users cannot access messages already moved there, butCallXpress can continue to take new messages, and users can access those new messages through thetelephone interface. When the server comes back up, CallXpress then moves the new messages to the e-mail message store (Domino or Exchange). See the figures “Message In-box” and “Message Playback.”

Figure 2: Message In-box

Message data appears in an in-box for voice, fax and e-mail messages. Clicking on a voice message opens theplayback panel.

Source: Captaris.

Figure 3: Message Playback

The playback panel includes a progress bar and elapsed time; volume and speed controls; and controls to pause,stop, replay and skip. Audio can be directed to the user’s desktop phone or PC speakers.

Captaris CallXpress


Source: Captaris.

When a caller records a voice message, the CX Server compresses the voice and sends it to the e-mailserver for storage. CX goes to Exchange or Domino to get a copy of the voice message. Voice messagescan also be recorded and played back on a multimedia-equipped PC using CX client software and thecodec (coder/decoder) included with it. A custom codec is only required if OKI/ADPCM is selected. Allother CX codec formats are native to Windows, with the exception of Windows 95, which supports a morelimited range of codecs.

CallXpress can compress voice to 2.88 Kbps without trading away quality. High compression yieldsimportant payoffs in terms of reduced LAN bandwidth requirements, reduced storage requirements andimproved speed of operation. Internet transit time is short to the point where data streaming is notnecessary. Codec software on the home computer (downloadable from a company’s intranet)decompresses voice messages for local playback.

Desktop Message Manager (DMM)

CallXpress 6.0 supports two versions of Desktop Message Manager (DMM), which are the clientapplications for desktop unified messaging:

• DMM for Exchange — uses the CallXpress Server to move new messages directly to the ExchangeServer.

• DMM for Notes — uses the CallXpress Server to move the messages directly to the Notes Server(that is, Domino).

Messages played at the desktop are moved either to the user’s PC, when played through the PCspeakers, or to CallXpress, when played over the user’s desktop telephone. Messages played to callers

Captaris CallXpress


who have called in over the telephone user interface (TUI) are played from a buffered copy on theCallXpress Server, with no impact on the LAN.

The previously offered DMM for Outlook and proprietary DMM client are no longer offered with CallXpress6.0.

Notification

The CallXpress Notification package consists of the following user-programmable capabilities:

• Auto Message Forward at a Specified Time, Daily Message Reminder — Provides notification ofmessages at the same time and the same place each day. Notification can be to a pager as well as atelephone.

• Pager or Callout Notification, Cascade Notification — Enables users to receive messages, ornotification of them, at any of nine user-specified telephone or pager numbers. CallXpress calls thespecified list of numbers until it successfully delivers the message.

• Return Receipt, Registered Mail — Provides immediate notification that another subscriber hasreceived a message.

• SMS-Pager or Callout Notification, Cascade Notification — Users receive message notificationthrough an SMS-enabled device (cell phone or pager) that indicates a message has arrived, thesender (if subscriber, caller ID or ANI information is available), the date and time the message wasreceived and the number of unread voice and fax messages in the mailbox.

• Subscriber control — Individual users can set notification parameters according to:

• Schedule: Time of day and day of week

• Priority: Selection of urgent or all messages by type (voice, fax, e-mail)

• Sender: Only messages from a specific sender will trigger notification (must be a CallXpress user)

Subscriber Features

The following features are available to CallXpress unified messaging subscribers. Unless otherwiseindicated, features apply to CallXpress and CallXpress Enterprise platforms and to Outlook/Exchange andNotes/Domino environments. Features also apply to TUI and GUI, unless otherwise noted:

• Access Messages by Sender — Users can access their messages by sender, by entering asubscriber mailbox number or by specifying access to messages from outside callers.

• Auto Logon — CallXpress accepts ANI/caller ID information from a PBX and prompts for a securitycode if a subscriber is recognized as the calling party.

• Auto Message Forward, AutoCopy — A copy of specified voice messages is automatically forwardedto another subscriber.

• Automatic Envelope Information — Users can choose to have message-envelope informationautomatically announced before or after each message or withheld. This is configurable on asubscriber-by-subscriber basis (TUI only).

• Bookmark — A user can “mark” a position in a message with a single keypad stroke and continue tothe next message. When the user goes back to the original message, the same keystroke takes himor her back to the marked position in the message.

Captaris CallXpress


• Busy and Ring No Answer Greetings — Users can maintain two personal greetings. One notifiescallers that they cannot answer the phone and the other that they are on the phone (TUI only).

• Extension Sharing — Support is available for multiple subscriber mailboxes sharing a singleextension (TUI only).

• Fast Forward/Rewind — The user has the capability to jump ahead or back up while listening to avoice message. Moves in either direction in five-second increments or all the way to the beginning orend of a voice message.

• Group Processing — This feature enables users to process multiple messages simultaneously with asingle command.

• First in, first out (FIFO)/last in, first out (LIFO)/Urgent Message Retrieval — Message retrieval optionsenable users to listen to messages in oldest-, newest-, or urgent-messages-first order.

• Message Undelete — Users have the option of restoring deleted messages before logging off asession (TUI only).

• Out-of-Office — A greeting is recorded by a user to be used when out of the office for an extendedperiod of time, eliminating the need to rerecord a personal greeting on return (TUI only).

• Personal Distribution Lists — A personal list can have up to 100 entries, which can be subscribers oranother distribution list (nesting). Users can maintain lists through the TUI or desktop PC.

• Phone as Recorder, Live Record — The subscriber can record a live conversation and store theconversation as a voice message (TUI only).

• Place Call From Contacts — Users may place a call to an entry in the Microsoft Outlook Contactsdatabase in a manner consistent with the Live Reply feature; this feature also applies to LotusNotes/Domino.

• Speech Recognition — Users can use voice in place of touch-tone commands to navigate throughthe system. Supports the numbers “zero” to “nine,” “oh,” “stop” and “help” (TUI only).

• Speed and Volume Control — Users can change the volume and speed at which the system playsmessages to accommodate different messages and differing environmental conditions.

• Telecommunications Device for the Deaf/Teletype (TDD/TTY) — Telecommunications device for thedeaf, provides system prompts graphically for use by hearing-impaired individuals (TUI only).

• Transfer to Calling Party, Live Reply — While listening to a message, a user can transfer directly tothe phone number or extension of the message sender (“call the sender”) or, alternatively, transfer toa number entered by the caller or to a number entered manually by the user.

• User Tutorial/Mailbox Sign On — Captaris “Ready, Set, Go!” helps users navigate mailbox setup,including recording of name and personal greeting and setting a security code. In addition, amultimedia CD-ROM tutorial provides more in-depth user training without involving the systemadministrator (TUI only).

• Voice Reply to E-Mail — This feature allows replying to an e-mail message with a voice response.CallXpress supports TUI and GUI access to e-mail messages and allows a voice reply to be sent toan Internet address(es). Voice responses are attached to an e-mail message in the form of wav files.

Telephone User Interface

Captaris CallXpress


The TUI supports access to voice, fax and e-mail messages by phone. In the case of e-mail, CallXpresssets up a TTS channel, reads the messages (including header information such as sender, date and time)and indicates the presence of attachments, if any. During readout of e-mail, subscriber options includeerase, reply, forward to another party, save, skip, speed-up readout, send to a fax machine or call thesender (LiveReply), even if the caller is outside the company.

The number of TTS channels equipped in a CallXpress Server depends on the number of voice ports.One to four TTS channels are supplied with a CallXpress Server. Additional channels can be equipped, inan increment of one channel, to a maximum capacity of eight TTS channels. The table “TTS SizingGuidelines” indicates the standard number of TTS channels equipped on a CallXpress Server.

Table 2: TTS Sizing Guidelines

Number of Voice

Ports

Number of TTS Channels

4-32 1

36-64 2

68-96 3

100-128 4

Using the TUI, subscribers can reply to messages in a number of ways, including cross-media. Forexample:

• Forward an e-mail, including a user-attached document, with a voice introduction.

• Forward a fax with a voice introduction.

• Voice reply to e-mail — Users can listen to an e-mail message using TTS, choose the reply optionand record a voice response. The system attaches the response as a wav file. See the figure “VoiceAttachment.”

Figure 4: Voice Attachment

Voice messages can be forwarded to any Internet address. A standard wav file is attached to the e-mail message.

Captaris CallXpress


Source: Captaris.

Languages

CallXpress supports up to five different languages on a single server, allowing a single system to servemultilingual communities and foreign callers. Language support is available on the TUI, on e-mail readingchannels (TTS) and on GUIs.

Table 3: CallXpress Languages

TUI Languages TTS Languages GUI Languages (Exchange) GUI Languages (Notes)

French Dutch French French

German French German German

Spanish German Spanish Spanish

U.K. English Italian

U.S. English Spanish

U.K. English

U.S. English

Brazilian

Portuguese

Internet Messaging

Beyond a telephone or LAN-based PC, the Internet offers another way for users to access messages.Users can access messages from a Web browser, but must have the CallXpress codec (coder/decoder)installed to play voice messages if the OKI/ADPCM codec is used. Other CX codecs are native toWindows 98, 98SE, ME, NT and Windows 2000. The OKI/ADPCM codec is supplied as part of theDesktop Message Manager install disk, which customers can put on a Web site for users to download.

Administration

Captaris CallXpress


The Captaris Global User Administration client application provides a unified view of all CallXpress andCallXpress Enterprise systems across the global network. Administrators in a multisite enterprise can seeall systems and user accounts on the network and perform administrative changes across multiplesystems simultaneously without having to navigate between separate views for each server. Majorfeatures of the administrative package include the following:

• Concise Prompt Set — System administrators can choose to implement (system-wide) either thestandard or concise prompt set.

• Forced Security Code Change and Confirmation — System administrators may require that theirusers change their security codes after a specified number of days, with a grace period of anotherspecified number of days. Once this grace period has expired, subscribers will not be able to accesstheir messages until they change their security code.

• Graphic Administration of the System — Graphical administration of the system can be done over aLAN, WAN or dial-up connection.

• LAN-based Backup Utility — The program available for backup and restore of CallXpressconfiguration settings, mailboxes and associated audio files, and voice messages. This backup utilitysupports all media supported by the operating system, such as shared directories on the network,hard disk drives, tape, magneto-optical disks or diskettes.

• Notification Before Autopurge — Subscribers are notified before a message is scheduled forautomatic deletion. The system administrator specifies the notification and automatic deletion periodsand can activate or deactivate these features.

• Simple Network Management Protocol (SNMP) Support — Allows CallXpress to communicate withsystem management applications such as HP OpenView, used by system administrators to managelarge, globally distributed heterogeneous environments from a central location.

Fax Messaging

CallXpress supports facsimile as a standard feature. Fax messages can be viewed at the desktop PC.See the figure “Viewing a Fax Message.”

Figure 5: Viewing a Fax Message

Double clicking on a fax message (in the inbox) allows the fax to be viewed at the desktop.

Captaris CallXpress


Source: Captaris.

In the case of phone review, CallXpress announces a count of the number of fax messages and readsenvelope information consisting of sender, date, time and number of pages. With a telephone, users candirect faxes to a nearby fax machine, route them to someone accompanied by a voice introduction orsave them in the mailbox for later review.

CallXpress supports fax rendering, whereby e-mail messages and attachments are converted to facsimileformat for remote viewing. This can be more convenient than listening to a reading of lengthy e-mailmessages or when attached documents are tabular (for example, spreadsheets) or have image orgraphical content. Document types that can be rendered include Microsoft Office documents such asWord, Excel and PowerPoint files, as well as Portable Document Format (PDF) and HTML files. Otherfeatures include these:

• Fax-on-Demand, Faxtext — Frequently requested documents are stored for retrieval by external faxcontacts.

• Fax Overflow, Fax Follow Thru — When CallXpress detects a fax tone, it automatically routes to faxprocessing, which can be internal (that is, same server as voice) or outboard. Generally, this is usedto handle company or departmental fax lines, not personal fax numbers. It can be used to support asingle direct inward dial (DID), handling both voice and fax calls for an individual.

Whether internal or outboard, fax ports can be set up to operate on a separate hunt group from voice. Insuch a dual DID arrangement, callers use different telephone numbers to reach the user (or leave a voicemessage) vs. sending a fax to the user. In any case, fax ports do not detract from voice ports, as they areindependent resources.

Captaris’ RightFax Enterprise Server resides in the same server with voice, provided the number of voiceand fax ports does not exceed certain limits (16 and four, respectively). If these limitations are exceeded,then fax functions must reside in a separate, dedicated RightFax Server.

Captaris CallXpress


The CallXpress platform uses analog and digital fax cards from Brooktrout: two to four ports per analogcard or 24 ports (T1) per digital card. The maximum number of fax ports allowed in a CallXpress Server isfour; the maximum in an outboard RightFax Server is 48.

The table “CallXpress Server — Sizing Guidelines” provides guidelines for accommodating voice, fax,text-to-speech and speech-recognition resources in a CallXpress Server.

Table 4: CallXpress Server — Sizing Guidelines

Voice Ports (1) Fax Ports (1) Text-to-Speech

Channels

NetConnect

Digital

Networking

(Captaris only)

E-Mail Access or

External

Message Store

Directory

Synchronization

(mailbox

propagation)

Without Automated Agent

Up to 16 0 Up to four B (2) Yes No

Up to 16 0 Up to eight B Yes No

Up to 16 Up to four 0 B Yes No

Up to 16 Up to four Up to four B Yes No

Up to 32 0 0 B No No

Up to 32 0 Up to eight A Yes Yes


Up to 48 0 0 A Yes No

Up to 48 0 Up to eight B Yes No


Up to 64 0 0 A Yes Yes

Up to 80 0 0 B No Yes

Up to 128 0 Up to eight B Yes Yes

With Automated Agent

Up to 16 0 Up to eight B (3) Yes No





(1) If the CallXpress server has more than 16 voice ports; or more than four fax ports, or speech recognition is

installed, then fax must run on a separate, dedicated RightFAX Enterprise 7.2 server.

(2) “B” — NetConnect digital networking must reside on a separate platform. “A” — NetConnect digital networking

can reside on the same platform.

(3) When Automated Agent and NetConnect are used, NetConnect must reside on a separate server.

CallXpress Platforms

CallXpress runs on industry-standard components supplied by value-added resellers, PBX suppliers orCaptaris. Hardware can also be customer supplied. Recommendations are listed in the “CallXpressServer Requirements” table.

Captaris CallXpress


Table 5: CallXpress Server Requirements

Characteristic CallXpress (four voice

ports)

CallXpress Enterprise (128

voice ports)

Processor Intel Celeron or better Intel Pentium III dual

processors or better

Speed 433MHz 450MHz

RAM 256MB 512MB

Free Disk Space 10GB 1.6GB

LAN Interface Card Ethernet or Token Ring Ethernet or Token Ring

CD-ROM Drive Yes Yes

Voice Boards Analog (Intel/Dialogic four,

eight or 12 ports per card)

Digital (Intel/Dialogic eight,

24 ports per card)

Analog (Intel/Dialogic four,

eight or 12 ports per card)

Digital (Intel/Dialogic eight,

24 ports per card)

Fax Boards Analog (Brooktrout two or

fou ports per card)

Digital (Brooktrout 24 ports

per card)

Analog (Brooktrout two or

fou ports per card)


per card)

Operating System Windows 2000 Server SP2

or Windows 2000

Advanced Server SP2

Windows 2000 Server SP2

or Windows 2000

Advanced Server SP2

Applications Voice server, fax server,

IVR

Voice server, fax server,

IVR

Table 6: RightFax and NetConnect Servers Requirements

Characteristic RightFax Enterprise Fax

Server

NetConnect Server

Processor Intel Pentium or better Intel Pentium or better

Speeds 233MHz 233MHz

RAM 64MB 32MB

Free Disk Space 1.2GB 540MB

LAN Interface Card Ethernet or Token Ring Ethernet TCP/IP

CD-ROM Drive Yes Yes

Fax Boards Analog (Brooktrout two or

four ports per card)


per card)

Does not apply

Operating System Windows NT Server 4.0 or

later

Windows NT Server or

Workstation 4.0

Application RightFax Server NetConnect digital

networking

• Message Storage — Unused hard drive storage is available for message storage (3.0GB minimum,at least 125 hours depending on hard drive capacity).

Captaris CallXpress


• Redundant array of independent disks (RAID) technology — RAID is optional on CallXpressServer(s). If a single disk fails, one or two others containing identical data can continue withuninterrupted service. Disk capacities of 9GB and 18GB are available.

• Support for Multiple Servers — CallXpress supports an unlimited number of Domino or Exchangeservers configured with server-based, unified messaging.

• Telephone System Integrations — Support is available for over 150 telephone system integrations,including Avaya, Ericsson, Mitel, NEC, Nortel, Siemens and Toshiba.

• Port Hardware — CallXpress is built from:

• Intel/Dialogic voice cards (D Series Signal Computing System Architecture [SCSA] four- and 16-port analog cards and T1 card) and (CTBus peripheral component interconnect [PCI] four-portanalog and T1 card)

• Brooktrout fax cards (TR144 Series, TR124 Series, BRI-ISA8)

• Software Developer’s Kit — Developers can create custom applications on the CallXpress platformthat address a company’s unique needs. For example:

• Poll a specific mailbox and distribute any received messages to a group of users (voice mailautomatic call distributor).

• Use the application programming interface (API) to take messages out of a mailbox and put theminto another application, such as a customer relationship management (CRM) client or a callcenter application.

• Automatically create archive copies of everything that passes through a specific mailbox, such asan insurance company that accepts/processes verbal binder information.

Networking

CallXpress Enterprise servers can be set up as stand-alone systems that are networked to each other orarranged in a centralized architecture linked to branch offices by wide-area networks (WANs). This isuseful for organizations that do not want to put Exchange or Domino servers at each branch and also forapplication service providers (ASPs) to offer fully outsourced unified messaging solutions to multiplecustomers (tenants).

CallXpress Enterprise provides networking transparency using the industry standard Q-SIG protocol orNetConnect digital networking (proprietary). Networking features include the following:

• Analog networking — Links CallXpress and PhoneXpress (voice mail) systems over analogtelephone lines using AMIS, the interindustry analog protocol for connecting systems produced bydifferent voice mail manufacturers.

• Digital networking — Links CallXpress and PhoneXpress systems over digital networks, includingthe Internet, LANs, WANs or any other network supporting the TCP/IP protocol. It is compatible withVPIM, the interindustry digital protocol for connecting systems produced by different voice mailmanufacturers.

• Network propagation — Provides the capability to automatically propagate the subscriberdatabases of networked servers due to adds, changes or deletions made on any system in thenetwork. When a new user is added to a system, the necessary information to allow users on othersystems to send the new user a message is automatically sent to all of the other systems connected

Captaris CallXpress


to the network. Similarly, where a new system (CallXpress) is added to the network, all the necessaryinformation from all of the established CallXpress systems is automatically propagated to the newsystem. Propagation can be immediate or controlled by a schedule to reduce network impact.

Pricing

Unified Messaging Software

CallXpress Server software list pricing is dependent on the following:

• Number of voice ports

• Number of fax ports

• Number of unified messaging seats

• Number of TTS channels

A 12-port CallXpress unified messaging software package lists for $33,000. All unified messagingapplications are in the package, including DMM clients (up to 300 seats), e-mail access, voice mail, text-to-speech (one channel), prompt sets, automated attendant and fax (RightFax Business Server).

Automated Agent

The list price for Automated Agent starts at $3,000 for four ports and goes up incrementally according tothe number of ports. There may be additional costs for the development of the (IVR) applications, if theend user chooses not to do the development work.

Desktop Call Manager

The list price for Desktop Call Manager ranges from $40 to $100 per seat based on the numberpurchased.

Hardware

Voice/fax boards and computer hardware are available from Captaris (turnkey systems), from a Captarissales channel or can be supplied by the customer.

GSA Pricing

Yes.

Competitors

CallXpress serves small, medium and large markets for unified messaging (four ports and up). Captarisindicates that primary competition comes from Avaya (Unified Messenger) and Nortel (CallPilot) systems.Captaris also competes with:

• NEC/Active Voice Repartee (with TeLANophy)

• Alcatel Unified Messager

• Key Voice Technologies Interchange

• Siemens Xpressions 470

Captaris CallXpress


Strengths

• CallXpress is a unified messaging solution for Lotus Domino or Microsoft Exchange Serverenvironments.

• CallXpress’s unified messaging architecture takes advantage of Exchange and Domino for storing allmessage types in a single mailbox, with single-point administration and single address directory.CallXpress offers the option to configure an alternative architecture (that is, multiple message store)on a per-user basis.

• CallXpress supports over 150 key, hybrid, PBX and IP-PBX switches. With r.6.0, CallXpress providesnative IP telephony support for Cisco AVVID CallManager, Sphere Communications’ Sphericall and3Com NBX/SS3 systems.

• CallXpress buffers voice and fax messages, enabling them to be retrieved in case the e-mail server isdown.

• CallXpress Servers at various locations can be networked to achieve unified messaging functionalityacross a multilocation enterprise. Administration is simplified because of automatic propagation ofuser profiles and directory information.

• Captaris offers 0 percent financing and a monthly payment plan (for 12-, 24- or 36-month terms) asincentive to buy a complete Captaris Unified Communications solution that includes CallXpress,RightFax, Infinite Mobile Delivery, Compaq server hardware, voice/fax cards, professional services,and maintenance and support.

Limitations

• The speech-recognition capability introduced with CallXpress r.6.0 (Captaris Speech) is for MicrosoftExchange only; CallXpress speech recognition for Lotus Domino is not currently supported.

• Due to the variety of integration techniques, as well as switch capabilities and limitations, not allCallXpress features are applicable to all switches supported.

• No support currently for the IMAP4 e-mail protocol, but Captaris indicates that it is looking to addCallXpress support for IMAP integration in the next six to nine months (early 2003).

• When coresiding in the same CallXpress Server with voice, the number of voice and fax portssupported by the RightFax Enterprise Server cannot exceed certain limits — 20 voice ports and fourfax ports. Beyond those capacities, the fax function must reside in a separate, dedicated RightFaxServer.

Insight

Captaris provides some direct sales, but primarily utilizes indirect sales channels to sell product. Itcurrently has about 2,300 resellers worldwide comprised of both telephony and data value-addedresellers. The company indicates that CallXpress support for IMAP in the next six to nine months willenable it to integrate with Novell GroupWise messaging applications. Captaris’ Unified Communicationssolution is a suite of best-of-breed products from a single source that supports both wireline and wirelessaccess — PC, laptop, telephone, wireless data devices (personal digital assistants [PDAs], browser-based mobile phones), Web clients and fax. Because of its longevity (now and formerly as AVTCallXpress), functionality and compatibility with a range of PBX systems, CallXpress is typically high onthe Gartner list of unified messaging solutions for clients to consider.

Captaris CallXpress


CallXpress Switch HitsTable 7: CallXpress Integration (Partial List)

Alcatel 4400 Mitel SX200D/SX200 Light Panasonic DBS 616

Avaya Definity Series Mitel SX2000/SX2000 Light Philips Sopho iS3000

Avaya Merlin Legend NEC NEAX 2000 IVS Rolm 9751/9005

Avaya Partner II NEC NEAX 2400 IMX Siemens Hicom 300E

Cisco CallManager Nitsuko 96i/384I Sphere Sphericall

Ericsson MD110 Nortel Networks Meridian 1 ECI Telecom (formerly

Tadiran) Coral II/III

GPT iSDX Nortel Networks Norstar

Series

Intecom E

Inter-Tel AXXESS Nortel Networks DMS-100 Toshiba Strata DK Series

There are several CallXpress advanced messaging and unified messaging features that may be integrationdependent. Some of these features are unavailable only on certain integrations; others are available, but may offerless functionality, depending on the telephone integration involved. The following features are available on allintegrations:

• Automated attendant

• Call blocking

• Call forward direct to a user’s mailbox

• Escape (transfer) to operator

• Set and cancel message waiting indicator (MWI) based on the status of the user’s mailbox

The following features are available on almost all integrations:

• Auto logon (user enters only a security code, not his or her mailbox number)

• Call manager

• Caller queuing

• Call screening

• Live reply from the Outlook GUI

• Live reply from the TUI

The following features are supported on a smaller subset of systems:

• Automatic call distribution (ACD) queue emulation.

• Live record from a single telephone key press.

• Mailbox control from telephone soft keys.

• Voice message intercept — VMI is a special feature of the Ericsson MD110 switch. It allows users toset diversions on their telephone such as At Lunch, Back at 2:00 and so on. With CallXpress,Ericsson users can administer this functionality through the telephone interface.

captaris callxpress · product report 18 september 2002 captaris callxpress ... seminar...

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