Volume 21 Number 10 telecomreseller.com October/November 2008

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DATA • VOICE • VIDEO

ASK A TELECOM PROPage 19

HORAKPage 28

VERTICAL—SEMINAR IN A BOX

Page 21

ACUTA UPDATEPage 22

CIPTUG UPDATEPage 20

NORTELPage 29

SNOMPage 23

Tools, resources, services, and industry intelligence for enterprise telecom management. www.evotem.com 1.800.860.8608

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SIP TRUNKING

RECORDING

VoIP INVENTION

Who isyour competition?

By David Byrd, VP Marketing and Sales, Broadvox

LL ately while attending trade shows orparticipating as a panelist at variousindustry events, invariably someone

asks, “Who is your competition?” Myanswer always catches them by surprise.Competition is clearly not a consumer-ori-ented VoIP provider, but then is it a busi-ness-oriented SIP Trunking provider? Myanswer is simple. No. Our primary compe-tition is any ILEC or CLEC that offersTDM-based communications service.

The marketing efforts of Broadvox andother ITSPs are to promote the benefits andvalue proposition of SIP Trunking to thebusiness community. It offers cost-savings,customized services and access to manynew applications.

See SIP TRUNKING, page 22

Benefits ofbulk recordingBy Richard Zeno, Senior Technical Engineer,ASC telecom

CC ompared to selective recording typi-cally used in contact centers and relat-ed organizations to improve agent per-

formance, evaluate customer service andsupport quality monitoring, bulk recordingencompasses a fundamentally different para-digm with unique goals and purposes.

Financial institutions typically use it forcompliance, protection from liability andverification of transactions. Governmentregulations establish certain parameters forfinancial organizations and a record of allcommunications is essential. This must be

See RECORDING, page 26

Minding the IP gap

MM ind the gap,” as any tourist toLondon knows, is the somewhathypnotic pleading from an invis-

ible voice in tube stations. The hope is thatthe rider will board the train instead ofplunging into the space between it and theplatform. It might very well be the reasonbehind all those “why didn’t anyone thinkof that before” inventions.

See VoIP INVENTION, page 31

Telecom Reseller 26 October/November 2008

Novus is more than an equipment distributor. In addition to equipment sales to authorized distributors Novus currently:

/ Facilitates factory services and programs, alleviating associatedoverhead costs typically experienced with “in-house” programs

/ Manages end-user spares programs on behalf of distributors thereby enabling the distributor to concentrate its efforts on new system sales

/ Manages inventory logistics for distributors via warehousingspares inventory and processing direct to end-user shipments

/ Provides 24/7 support

Novus excels at operating behind the scenes to the benefit of our clients. We measure our success by the accomplishments of our partners.

Contact Novus today, let us help you win more business.1.866.331.1112 or 1.866.656.4431 www.novusllc.com

Novus is the only company authorized to distribute Nortel Certified Remanufactured equipment throughout

North America, Europe, Middle East, and Africa.

Did You Know?

WIRELESS

GET YOUR OWN DELIVEREDFOR FREE

www.telecomreseller.com or call 888-833-3317

RECORDINGContinued from page 17

maintained for all types of interactionsincluding VoIP, traditional telephony, emailand other screen activities.

Recordings must be archived or storedonline in case of dispute, and a mechanismfor backup must be included in case ofpower failure or other potential interrup-tions. Otherwise operations must be haltedat considerable expense.

For financial institutions receiving ordersfrom customers, a careful record and verifi-cation of each transaction must be main-tained. Doing so provides protection for thecustomer and organization alike. If just oneconversation is missing, the institution isvulnerable to an unfounded lawsuit or thecustomer may receive inferior service.

Public safety organizations represent asecond group requiring bulk recording. Incombination with time stamps and CallerID information, it documents responserates, allows instant analysis of incomingcommunications through features such aslast call repeat, simultaneous calls and radioplayback, and can even play back a callwhile it’s in progress.

Many types of public safety groupsdemand bulk recording including emer-gency dispatch centers, first responders andairport controllers. For these organizationsan accurate and complete record can actual-ly save lives.

Even contact centers need a form of bulkrecording to protect the safety of agents.Those who receive threatening calls can usea keep/delete mode at any point during aconversation to determine whether arecording is saved in full, from the begin-ning. To protect the agent’s privacy switch-ing back to the delete mode ensures thecommunication will be erased.

Bulk recording systems vary widely intheir capabilities but the buyer should ensurecertain minimum requirements are met:• Storage – The best solutions can store

hundreds of thousands of hours online toavoid the need for additional hardware.Alternatively they should function witharchiving devices using AdvancedIntelligent Tape (AIT), internal or USBDigital Versatile Disk (DVD) or NetworkAttached Storage (NAS).

• Backup – Redundancy is an absolutemust for financial institutions and publicsafety agencies. High-end products mayutilize RAID 0, 1 or 5 hard disks, hot-swap hard disks, redundant power sup-plies and even hot-standby recorders forfail-safe operations.

• Retrieval – Calls are typically stored withindex data for easy retrieval. Solutionsshould allow searching by date, time,channel, duration, incoming or outgoingphone number, customer account number,agent ID, or comments appended to theconversation. Priority calls may also begrouped together in a call collection boxfor easy access.

Bulk recording offers unique features,modes of operations and capabilities formany types of organizations. Solutionsshould be evaluated for both selective andbulk operation. �

For more visit asctelecom.com.

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VIDEO AND VOIPContinued from page 6

media gateway, timestamps and control pro-tocol reports for the outgoing packets mustbe made consistent. This challenge is miti-gated when there is a single processing ele-ment responsible for coordinating thestreams.

Cost is another obvious challenge.Working with a single vendor streamlinespurchasing and simplifies design issues.The flexibility of new DSP platforms pro-vides support for voice efficiently, videowhen required, and a path for future appli-cations. A complete hardware and softwaresolution offers substantial cost and simplic-ity benefits.

As DSP designers and engineers developnew techniques solutions can be delivered toproduct manufacturers preparing to engagein telepresence. In the core network videosupport allows for many value-added servic-es to be implemented now, leading toincreased profits as well as future-proofing. �

For more visit octasic.com.

VERTICALContinued from page 21

President and co-founder of Voice Systems,a telephony integrator and Vertical businesspartner. “The program makes it easy tomanage seminar activity because it gives usthe resources necessary to convey profes-sionalism and help project that we are thecompany to turn to for solutions.”

“We’re pleased to be delivering compre-hensive sales and marketing tools devel-oped in partnership with our dealers,” saidDick Anderson, Executive Vice Presidentand General Manager. “The key message ofthe program is timely given today’s eco-nomic climate because it offers specificways that businesses can immediately cutcommunications costs by using SIP trunk-ing, improve employee productivitythrough the use of next-generation telepho-ny applications, and minimize hardwareand software acquisition and ongoing man-agement costs with an integrated VoIP solu-tion.” �

For more visat vertical.com.

PBX (Private Branch eXchange) A voice-optimized switching system physically located on the customerpremises, serving the internal station-to-station communications requirements of one or more userorganizations and with trunk circuits connecting to the public switched telephone network (PSTN) via one ormore central office (CO) switches, and perhaps one or more other PBXs comprising a private network.

Excerpted from Webster’s New World Telecom Dictionary by Ray Horak

Amcom acquiresCommtechWireless

AAmcom Software announced theacquisition of CommtechWireless,a provider of technology that con-

nects critical data sources such as nurse callalarms and patient monitors to the rightpeople via their preferred communicationdevices. The addition will enableAmcom tomeet growing demand from customers,especially in the healthcare, governmentand hospitality industries, to further stream-line communications, improve responsetime and enhance effectiveness.

CEO Chris Heim said, “With the purchaseof Commtech we have extended our ability tointegrate data from devices and instantly con-nect critical information to the people thatneed to know about and act on it.”

Demand for technology that connectsdata sources to communication systems isgrowing as organizations recognize a needto gather critical data and relay the rightinformation to an increasingly mobileworkforce. Where beeps and alarms used tosuffice, meaningful messages deliveredquickly to mobile devices are the newrule. �

For more visit amcomsoftware.com.