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Alcatel-Lucent Hybrid Cloud Communications

Standard Offer

Chapter 02 - Offer PackagesOctober 2017 Offer - Ed.01 with October 2017 Golden RFPRef.: ENT_MLE_032575EN

ALE International All Rights Reserved © ALE International 2017

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Notice: The information presented is subject to change without notice. ALE International assumes no responsibility for inaccuracies contained herein. Copyright © ALE International 2017.

Disclaimer This documentation is provided for reference purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this documentation, this documentation is provided “as is” without any warranty whatsoever and to the maximum extent permitted. In the interest of continued product development, ALE International reserves the right to make improvements to this documentation and the products it describes at any time without notice or obligation.

Who Should Use this Document?As an introductory offer, this document can be used by ALE International vendors, clients, partners and associates involved with the implementation of ALE International systems.

This standard offer is the reference document including tags and questions for Golden RFP.

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/67 Enterprise Communication SolutionsOctober 2017 Offer

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Table of contents

1 OpenTouch overview_____________________________________________________________4

1.1 Value proposition___________________________________________________________________4

1.2 Delivery models____________________________________________________________________5

1.3 Virtualization______________________________________________________________________6

1.4 Licensing models___________________________________________________________________8

2 OpenTouch Suite for Mid Large Enterprises___________________________________________9

2.1 Introducing the OpenTouch Suite offer__________________________________________________9

2.2 Communication Server______________________________________________________________122.2.1 Communication Server Overview____________________________________________________________122.2.2 Media gateways_________________________________________________________________________142.2.3 OmniPCX Enterprise Media Services_________________________________________________________152.2.4 Cloud Connect services____________________________________________________________________162.2.5 OmniPCX Enterprise: voice services__________________________________________________________16

2.3 Voice messaging services____________________________________________________________342.3.1 A4645 Voice Messaging Services____________________________________________________________362.3.2 OpenTouch Message Center________________________________________________________________37

2.4 OpenTouch™ Multimedia Services____________________________________________________38

2.5 Visual Automated Attendant services__________________________________________________41

2.6 Emergency Notification Server_______________________________________________________42

2.7 OpenTouch Session Border Controller (SBC)____________________________________________43

2.8 OmniPCX Record services___________________________________________________________44

2.9 OpenTouch Notification Service______________________________________________________46

2.10 OpenTouch Fax center______________________________________________________________48

2.11 OmniVista 8770 Network Management Solution (8770 NMS)______________________________49

2.12 OmniTouch Contact Center Standard Edition____________________________________________51

3 OpenTouch Business Edition (OTBE)________________________________________________53

3.1 Introducing the OpenTouch Business Edition____________________________________________53

3.2 Service overview__________________________________________________________________53

3.3 Packaging________________________________________________________________________54

3.4 Topologies_______________________________________________________________________56

3.5 Architecture______________________________________________________________________56

4 OpenTouch Enterprise Cloud (OTEC)________________________________________________59

5 Service Offerings_______________________________________________________________62



1 OpenTouch overview 1.1 Value proposition For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [IP communication solutions] Can you offer communication solutions that rely on the most recent technical developments, providing user friendly and flexible configuration and user experience?

ALE International Response:

Today’s organizations want to improve responsiveness to the business, while offering employees more flexibility in the way they work. The OmniPCX Enterprise Communication Server (OXE) helps people connect in real time, securely and efficiently, regardless of their location, so that they can experience quality business calls with co-workers and customers. The OpenTouch Multimedia Services (OT-MS) application server offers a fast business response by delivering unified messaging, visual automated attendant, enterprise instant messaging, click-to-call, and visual collaboration, to all employees, in a unified user interface, on the devices of their choice.

The OpenTouch Suite offers flexible options for a smooth transformation: Flexible technology: the OmniPCX Enterprise natively supports TDM, IP and SIP

connectivity for on-line and off-line communications. Investments in cabling, radio networks, switching and legacy vendor PBXs can be retained while new IP and SIP phones, applications and trunks offer cost-effective and efficient unified communications .



Flexible topology: all unified communication services are made available across all sites. Communication servers can be centralized for simplicity, or distributed for high-availability and local policy requirements. In any case, routing, directory and communications are unified across all sites. The OmniVista 8770 NMS offers unified and centralized management for OmniPCX Enterprise and OpenTouch MS.

Flexible delivery: The suite offers several delivery options: optimized appliances for cost-effective operations, virtual machines for agile operations, leveraging the organization’s datacenter and as a service offer from the OpenTouch Enterprise Cloud.

All in all, ALE International can help you gently escalate your business communications to IP and cloud, at your own pace, on a smooth upgrading path, while ensuring continuity in user experience and in investments.

OpenTouch delivers a range of communication services, from world-class business telephony to the most advanced multimedia collaboration, mobility and customer welcome services.[End of response]

1.2 Delivery models For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Delivery options] Provide a brief description of your product delivery model.


The OpenTouch software suite is available in various delivery models, ranging from packaged solution integrated by ALE International to virtual applications installed by an integrator into a customer data center.



The delivery models are adapted to all IT environments: Virtual Application for virtualized environments such as private or public data

centers. ALE International applications are hardware agnostic and can leverage all the benefits of virtualization; to name a few: faster deployment, reduced power consumption and capital expenditure, simplified administration and roll-back, high-availability…. ALE International applications yield a reduced footprint, allowing to share workloads on one single server (multi-instance) and, for some applications, to share a single application for multiple customers (multi-tenancy).

Pure Software for industry standard appliances. ALE International applications come with a list of recommended hardware characteristics and hardware compatibility when relevant, to ensure the best ratio between performance and costs.

Pre-integrated appliance for organizations willing to reduce the cost and effort of provisioning, testing or managing new servers, reluctant to install more software every time a new communication application must be deployed. The single-server / all-in-one approach includes an operating system, software and licenses through a Build To Customer Order process performed by ALE International.

Applications on dedicated Alcatel-Lucent hardware for mission-critical needs (security) or packaged integration with IP racks at the heart of the interconnection cabinet.

[End of response]

1.3 Virtualization For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Virtualization]Can you offer reliable communication solutions in the cloud?


The OpenTouch Suite is a full software suite which can be deployed on virtualized environments to serve private or public cloud deployments.



The benefits of virtualization are:• Hardware independence

Support for bare-metal VMware hypervisor simplifies hardware sourcing policies and data center layout. This optimizes capital expenditure.

• Server consolidationSeveral virtual machines (VMs) can run on a single piece of hardware. This optimizes data center real estate as well as the cooling and energy infrastructure. ALE International applications support multi-instances / multiple applications on a single server/CPU. The ALE International solution is designed with an optimized footprint and a reduced number of Virtual machines. For example, OTMS is a unique virtual machine providing all UC services, such as mobility, conferencing and messaging services.

• Hypervisor automation The ALE International software is provided in Open Virtualization Format (OVF). OVF is a standard deployment format supported by VMware, KVM and others. OVF is essential when automating VM deployments. Additionally, ALE International provides a deployment tool: ALEDS, automating image installation on the VMWARE infrastructure though VMWARE APIs. This leads to faster system deployment.

• Storage area network (SAN) integration Storing VMs and embedded software databases on virtual disks on a SAN provides better redundancy than local servers can offer as well as optimized space (thin-provisioning).

• Business continuity VM live migration involves copying the current state of the VM memory and replicating it elsewhere. This is useful to optimize data center resources, or when facing hardware failures in a server, or performing upgrades with roll-back. ALE International applications rely on the VMWARE High Availability capability when needed.



[End of response]

1.4 Licensing models For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] Provide a brief description of your licensing model.


OpenTouch Suite applications are delivered fully-featured with services activated by software licenses “a la carte”, to adjust precisely to customer needs. ALE International offers two main licensing models:

- Permanent licensing model: our ALE partner International tunes the service to customer demands through a quotation process. Licenses are then purchased up-front. An unlocking software license file is delivered and installed on OpenTouch suite applications, activating a permanent right-to-use of services for a given customer. This model is suitable for all types of deployments and customer system sizes.

- Subscription based licensing model (OTEC Offer): applications are delivered with open licenses. The right to use is charged per actual activation and usage of services for each application. Usage figures are collected monthly and charged by a monthly fee per service. This fee includes support and software evolution services. This is a “consumption based model” with no up-front and total flexibility (positive and negative). This model is reserved for partners engaged in a SaaS model delivered from the CLOUD. It applies to customers for which licensing flexibility is mandatory (XXL customers for example)



2 OpenTouch Suite for Mid Large Enterprises For Solution handbook

2.1 Introducing the OpenTouch Suite offer For Golden RFP, For Solution handbook[SO: OXE 12.2.x – OT 2.3.x] [IP communication solutions] Provide a brief overview of all your IP communication offers.


The OpenTouch Suite delivers high-quality unified communications. It is a modular software suite for large organizations that require professional business communications, multimedia collaboration at the office and on the go. It includes customer and management services.

The OpenTouch Suite for MLEs consists of:

The OmniPCX Enterprise Communication Server (OXE): a standard-based, open, distributed communication system, supporting both traditional phone connectivity and IP configurations, providing the world’s most scalable, advanced business communication services and applications.

The OpenTouch Multimedia Services (OTMS): a powerful interactive unified communication system. Employees will be grateful for OpenTouch Conversation, the multi-device, multiparty, multimedia experience for easy collaboration at the office and on the go. OpenTouch Conversation features voice, video, instant messaging (IM), presentation sharing and smooth conferencing capabilities to help facilitate better contacts with customers, partners and colleagues.

The OpenTouch Message Center (OTMC): a unified messaging application enabling network-wide unified messaging services, ensuring efficient communication, while increasing employee productivity and improving customer satisfaction.

The Visual Automated Attendant (VAA): a virtual receptionist, which offers callers a great user experience, including greeting adaptation and routing them directly to employees, departments or voice mail through interactive menus. Thanks to its self-service and intuitive interface, call routing can be instantly adapted to changes in your business and voice prompts are easily modified or customized.

The OmniTouch Contact Center – Standard Edition (OTCC-SE): a world-class contact center providing tried and robust tools and features essential for companies to implement a quality customer organization, while controlling



operating costs. It is integrated into the Communication Server and features the same security and redundancy level.

The OpenTouch Fax Center (OT-FC): an application for faxing anywhere, anytime, enriching unified messaging with the fax function. It is based on the FoIP technology, provided by Xmedius, totally integrated with Voice over IP (VoIP) technology and the T.38 fax relay capabilities of leading ALE International VoIP gateways.

The OmniPCX RECORD suite (OPR): a solution that provides extra web-based audio and video call recordings as well as analysis tools. This enhances quality assurance, accelerates customer issue resolutions, boosts customer loyalty and streamlines employee monitoring and coaching.

The OpenTouch Notification Service (OT-NS): a solution which improves incident awareness and helps enterprises to efficiently protect employees, guests or patients, in situations where fast reaction is crucial. Particularly in healthcare, education, high-risk industries and the hospitality sector, you must immediately know where and when an incident has occurred, optimize staff decision-making times.

The OmniVista 8770 Network Management System (8770-NMS): a unified set of applications designed to help telecom managers and administrators in their day-to-day tasks though performance information, access security, configuration management and cost tracking.

The OpenTouch™ Session Border Controller (SBC): a highly secure software solution for the defense of the Session Initiation Protocol (SIP) perimeter. It is located in the customer DMZ to protect enterprises from malicious Voice over IP (VoIP) attacks and simplifies the interoperability with SIP trunk service providers.

Other applications and customized applications are available, such as the Mobile Guest Softphone (MGS) which turns Hotel/Hospital guests’ personal mobile devices into an extension of their in-room phone. The Smart Guest Applications (SGA) enriches guest experiences by offering communications, advertising, room automation and stay management on one single interface: the OmniTouch™ 8082 My IC Phone. Business Contact helps business organizations to improve customer service by automatically routing incoming calls to the appropriate employee. The Emergency Notification Server (ENS) improves emergency call awareness and management.

[End of response]For Golden RFP, For Solution handbook[SO: OXE 12.2.x – OT 2.3.x] [IP communication solutions] Provide a brief overview of the physical telephone devices in your offers.




ALE International provides a wide range of deskphones (IP and TDM) and mobile phones (DECT and WLAN), totally integrated in the OpenTouch Suite to unleash specialized and personalized services. Management is made easy and complete and allows seamless deployments.

DeskPhones, Premium DeskPhone and Smart Deskphones series provide users with the converged power of data and voice over IP.

For attendant solution and professional greetings, ALE International offers specialized equipment, including the 4059EE Attendant Application, and the Alcatel-Lucent 8068 Premium DeskPhone used as attendant set

ALE International offers specialized telephone sets and softphones to complete its mobile solutions: whether your choice is for a DECT standard telephony or full IP Touch connectivity through the VoWLAN offer of VoIP Clients, on BYODs (PC/MAC/Smartphone or tablet).



ALE International assists companies in building full converged solutions, with its reliable, highly secure, next generation DATA portfolio, ranging from LAN and Wireless Lan to data-center products. Massive ROI increases and TCO decreases are generated from extremely efficient features such as PoE, continuous smart switching, network access control, power consumption, one click QoS, etc.[End of response]

2.2 Communication Server For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [OmniPCX Enterprise Communication Server] Provide a brief overview of your standard “tried and tested” PBX offer.


The OmniPCX Enterprise Communication Server offers a standard based open-distributed communications server for both medium and large enterprises, managing traditional and IP configurations at the same time. With a capacity of 15,000 to 100,000 users, the OmniPCX Enterprise Communication Server is one of the most scalable advanced business communication systems.The OmniPCX Enterprise Communication Server is designed with IP at the core, allowing fully distributed IP solutions across data networks. Its unique media gateway architecture also allows traditional TDM or mixed IP-TDM configurations.

The OmniPCX Enterprise Solution is a complete offer that includes: State of the art telephones services Hardware solutions (Media-Gateways) to create or complement a network Desk Phones (wired and wireless) and softphones Embedded applications to facilitate communications inside and outside

businesses Value added applications to run specialized services (Hotel, contact-center) API interfaces for external applications to use in conjunction with an ALE

International or a non- ALE International solution (API) [End of response]



2.2.1Communication Server Overview For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Structural robustness] Briefly describe the call server characteristics of your standard “tried and tested” PBX offer.


The OmniPCX Enterprise Communication Server is based on an ALE Linux operating system. This Communication Server can either be pre-integrated by ALE International on a hardware platform or it can be delivered in a software model for virtualization. The communication server software is fully featured at system installation. Software licenses allow certain features to be accessed or restricted according to the purchased options.

The communication server provides: State of the art telephones services (500+ services) Support for media gateways to allow for legacy connectivity and networking IP connected devices (IP Touch, Mobile IP Touch, multimedia PCs, or SIP

phones) TDM connected devices (Digital Premium DeskPhones, single line phones) Analog connected devices with IP media-gateways Mobile and cellular extension connection Trunk gateways Embedded applications (voice mail, CCD, attendant services, hotel services,

…) Openness to third party application suites (CSTA, TAPI, TSAPI, REST or SOAP

web services, AHL links, Info-center link) Local management

[End of response]

For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Structural robustness] What kind of hardware can be used to host the call server in your standard “tried and tested” PBX offer?




Depending on IT environment requirements, the OmniPCX Enterprise Communication Server is available in different configurations:

It can run on several types of pre-integrated hardware delivered by ALE International:

o On IP Rack Server (IP RS): o Installed in a Rack 1 module chassis and connected to the data network

or media gateways. Ideal for IP configurations up to 1000 users. o Installed in a Rack 3 media gateway platform, with other interfaces and

resource boards for “all-in-one” type configurations. Ideal for configurations up to 350 users (IP and TDM).

o On IP Appliance Server (IP AS): this is an industry-standard hardware platform selected and pre-integrated by ALE. Ideal for larger configurations.

It can be delivered as a software component (called OXE-Software), which can run on an industry-standard hardware platform. Ideal for large configurations. The platform is qualified and recommended by ALE for the best real-time experience and support.

It can be delivered as a Virtual Appliance (OXE-V) and be hardware agnostic and/or to be integrated to an existing data center environment (private or public cloud) – The solution runs on top of ESXi (VMWare) or KVM (Linux) hypervisor.– For VMware either the complete vSphere/vCenter solution or the free

ESXi hypervisor can be deployed. Vmware qualification ensures a compatibility with all hardware supported by VMware (server and blades, network interface cards, disk controller, mass storage, etc.).

[End of response]See: Virtualization, in this document, for more details.

2.2.2Media gateway s For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Media gateway] Do I need some interface between the call server and telephone sets in your standard “tried and tested” PBX offer?


The IP media gateways manage the accesses and interfaces of a customer solution. They are controlled by the Communication Server through an IP connection.The IP Rack media gateway is managed by a gateway driver processing unit and handles the typical legacy rack interfaces to connect terminals, public accesses or auxiliary interfaces.



[End of response]

2.2.3OmniPCX Enterprise Media Services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Media services] What additional software can be used to handle the latest communication media requirements in your standard “tried and tested” PBX offer?


The OmniPCX Enterprise Media Service (OXE-MS) is a software pool of resources providing the OmniPCX Enterprise Communication Server with media processing capabilities. This complements (or totally replaces) hardware resources (DSPs) available in IP media gateways (GD).

This solution can be used in pure software deployments (data center for example), and supports virtualization.

Each OXE Media Service Application offers 120 simultaneous audio (media) access ports for:

- Voice codec transcoding (G711, G729, G722)- N parties audio conferencing (three-party, casual, meet-me and moderated

conferences) - System prompt accesses, including Music On Hold- Dynamic voice guide accesses

Up to 250 OXE-MS applications can be deployed on one node, and active-active redundancy is supported. [End of response]



2.2.4Cloud Connect services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Cloud services] Does your “tried and tested” PBX offer provide easy access to cloud services?


OmniPCX Enterprise services can be greatly enhanced by applications in the cloud. Cloud Connect services create an extra value, favor interactive and unique user experiences and can greatly reduce operation costs with other connected systems.

New business opportunities can be created, by leveraging the enormous potential of a PBX, whose robustness and flexibility has proven itself over the years. This is a smooth revolution, there is no need to dramatically change your business practices, but Cloud Connect opens up communication means with file sharing, chat, and other collaboration tools.

The OmniPCX Enterprise is natively equipped with a right to run Cloud Connect services. This is achieved with a unique virtual CPUID, saving the need for hardware dependency, be it a dongle or any other device.

An embedded XMPP agent sets up a connection from the LAN to the cloud, between authenticated and authorized entities, using standard and broadly supported connection methods that operate immediately and do not require any modification in your IT configuration.

Between the OmniPCX Enterprise and the cloud, voice and video call outbound flows can be easily managed, avoiding the typical limitations and complexity of traffic configurations (security, QoS, interoperability, IT integration complexity).

With Cloud Connect services, the OmniPCX Enterprise smoothly and transparently integrates to the enterprise IT. Apps in the cloud are natively and seamlessly accessible to users, while security protocols ensure your data in transit is safe.[End of response]

2.2.5OmniPCX Enterprise: voice services

2.2.5.1 The feature spectrum For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [The feature spectrum] What are the salient features of your standard “tried and tested” PBX offer?




The OmniPCX Enterprise Communication Server provides an extensive array of services allowing any enterprise to have access to a pool of rich communication tools. The flexible architecture can be used to create professional voice communication for a single site or several locations, through its networking functions and international capabilities. The OmniPCX Enterprise Communication Server services can be divided into the following categories:

Advanced telephony services (500+ services) including conferencing and greeting

Support for media gateways to allow for legacy connectivity and networking Services for IP/SIP connected devices (hard phone and soft phones) Services for TDM connected devices with IP media-gateways Services for analog connected devices with IP media gateways Services for mobile devices (DECT, WLAN and cellular) Greeting and attendant services Networking services Security and business continuity services Openness to third party application suites (CSTA, TAPI, TSAPI, REST or SOAP

Web Services, AHL links, Info-center link)[End of response]

2.2.5.2 Advanced telephony services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [The feature spectrum] What are typical telephone services in your standard “tried and tested” PBX offer?


Since 1919, TELIC/ALE International has been serving professional corporations with evolving telephony services around the globe. These years of innovation and customized experiences are the source of all the advanced telephony features available in OmniPCX Enterprise systems.

In addition to other advanced services, presented in details in the rest of this document, the list of the main core features includes:

USER SERVICESMAKING INTERNAL/EXTERNAL CALLS BROKER CALLCALL BY NAME THREE PARTY CONFERENCERECEIVING INTERNAL/EXTERNAL CALLS BARGE-IN (INTRUSION)CLIP/CLIR MEET-ME CONFERENCE (UP TO 29 PARTIES)CALLBACK REQUEST CASUAL CONFERENCE (UP TO 6 PARTIES)REDIAL / MULTIPLE REDIAL LIST ADVICE OF CHARGE



AUTOMATIC CALL-BACK BUSINESS ACCOUNT CALLSPEED DIAL CALL HOLDSHORT NUMBER CALL CALL PARKPRIVATE/PERSONAL CALL (PIN) CALL FORWARDINGDISTINCTIVE RINGING SUBSTITUTIONLOCK/UNLOCK MULTILINECALL WAITING TWIN SET WITH MOBILE / DECTOVERFLOW ON BUSY / NO REPLY ATTENDANT SERVICES on HARD PHONESTIMED CALL OVERFLOW ATTENDANT 4059EERAPID CALL SHIFT AUTOMATIC ENTITY LOCKCALL PICKUP MALICIOUS CALL TRACECALL HISTORY PARTY ID MASKINGPERSONAL ROUTING INTERPHONE MODEDO NOT DISTURB CAMP-ONTRANSFER CALL ANNOUNCEHUNTING GROUP ASSOCIATED SETATTENDANT GROUPCLIR / IDENTITY SECRECYCONSULTATION / ENQUIRY CALL

SYSTEM ATTENDANTNUMBERING PLAN WITH PREFIX CALL QUEUINGCALL-DISTRIBUTION / ARS ALARM INDICATIONCALL RESTRICTION / FILTERING ATTENDANT GROUPCALL BARRING BUSY LAMP FIELDCLOSED USER GROUP RECORD ONLINECLASSES OF SERVICE (COS) VIP LINEISDN / SIP TRUNKs OVERFLOW TO ATTENDANTHUNTING GROUPS AND QUEUE BARGE IN ON BUSYSUPERVISION STATUS (DAY, NIGHT, FW1, FW2)MANAGER / ASSISTANT TRUNK AND CHARGING FEATURESPHONE-BOOK / DIRECTORY ON HARDPHONERED LIST ON DEDICATED APPLICATIONSFEEDBACK TONESMUSIC ON HOLDVOICE GUIDES (STATIC / DYNAMIC)NIGHT SERVICELOCKDISAIP / SIP / ANALOG / TDM / DECT DEVICESWIDE BAND AUDIO CODECMOBILE / REMOTE EXTENSIONPASSIVE COMMUNICATION SERVER (PCS)



[End of response]

2.2.5.3 IP/SIP desk phones For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [State of the art IP telephone sets] Do you offer your own proprietary IP telephone sets?


For IP telephony, the OmniPCX Enterprise Communication Server offers a state-of-the-art, wide range of phones including:

Smart Deskphones: Offer the richest experience together with a high level of comfort in use. Large color screens and intuitive user interface. Wide band audio. Wireless Bluetooth handset. IP technology with integrated gigabit ethernet PC connection.

Premium DeskPhones: Offer the richest communication experience with a high level of comfort in use. Easy-to-use device, with function keys, interactive keys and alphanumeric keyboard. Enhance staff productivity and efficiency. Large backlit screen. Wideband audio. IP technology with integrated PC connection. Low power consumption

Deskphones: Cost effective entry-level telephones for basic communication requirements. Reduce Total Cost of Ownership. Integrated PC connection. Low power consumption. SIP technology.

Specialized “vertical” Deskphones: for hospitality/healthcare, analog/SIP deskphone with specific vertical features (example: VTEK Antibacterial room phones).

[End of response]For more information about telephone sets, refer to the chapters on Users and devices.

2.2.5.4 Mobility DECT, WLAN and cellular extension For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Mobility services] Briefly describe the mobility solutions that can be implemented with your standard “tried and tested” PBX offer.




OmniPCX Enterprise Communication Server mobile solutions allow employees to be reached at any location, whether on or off-site. The dynamic mobile features of the OmniPCX Enterprise Communication Server provide access to all services and features from wireless phones, as easily as with any other digital phone connected to the system. This streamlined management of telecom costs and expenses (public cellular calls are no longer needed) improves business responsiveness and staff productivity.Employees can be reached anywhere at any time, and access is available to all business communication services.OmniPCX Enterprise Communication Server mobile solutions are configured using various technologies according to customer requirements and constraints.

On-site mobility: for traditional mobile voice needs, ALE International offers a comprehensive DECT mobile solution consisting of base stations (indoor, outdoor, IP or TDM) and digital mobile phones (DECT handsets), that provide the same added value voice services as Alcatel-Lucent fixed digital phones, adding notification, location capabilities, a panic button and lone worker protection features to address hospitality vertical markets, healthcare or any other demanding environments

On-site mobility: for converged voice and data requirements, ALE International offers advanced Voice over IP (VoIP) service for Wireless LAN (WLAN) networks, namely VoWLAN (Voice over Wireless LAN) or VoIP on WLAN. The available pieces of equipment consist of OmniAccess Wireless LAN data products (appliances, switches, access points…) and Mobile IP Touch Wireless phones

On and off-site: mobile cellular phones can be seamlessly integrated to the corporate voice network using remote extension and cellular extension features. Enhances staff availability on the go

All mobile services come with twinset and One Number service, which ensure a single identity to place and route all your calls.

[End of response]



2.2.5.5 VoIP Softphone For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Mobility services] Briefly describe the softphones available for the various typical OSs on the market, with your standard “tried and tested” PBX offer.


The Alcatel-Lucent IP Desktop Softphone is a client installed on a smartphone, tablet (iOS and Android™) or PC / MAC computers. It turns your computer or mobile phone into a high-end enterprise grade VoIP phone with fully integrated telephony services, as you would have with an Alcatel-Lucent 8068 Premium DeskPhone. This application makes it transparent for remote workers to phone and be called (a VPN connection is needed). The client interconnects directly with the OmniPCX Enterprise Communication Server without the need for an additional server.

Key features All 8068 Premium DeskPhone telephony features on your smart phone No additional server to deploy VoIP protocol (G.711 and G.729 codecs ) Available off-site anywhere, via a company VPN Suitable in both business (including desk sharing) and contact center

environments Horizontal/vertical flip and horizontal full screen on smartphones and tablets Compatible with CTI applications From the Android contacts list, you can choose between private/GSM call and

business/IP desktop softphone call QoS Level 3 IP TOS / DSCP Up to 15 different ring tones Support for multiple languages Personalized user interface / customized skins for specific client needs

[End of response]



2.2.5.6 Multi-devices For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Mobility services] Do you offer any service allowing users to switch telephone devices while in communication?


The OmniPCX Enterprise Communication Server offers solutions, so that users can seamlessly switch from multiple devices and retain a single identity (home device, office or mobile telephone for example).

Associated set: a set associated to an existing user set is a telephone in the system that can be called by a short prefix to implement several types of call overflow (on busy, on no answer, on no answer and busy).

Twin set / tandem: this is a logical association between two sets, a “main set” and a “secondary set”. The main set can be a deskphone, which allows great comfort, with a secondary mobile (DECT, MIPT or cellular device - also called remote extension) allowing greater mobility. Telephone services are provided homogeneously on the two sets.

Cellular extension (remote extension): this allows an external user to access the company PBX phone services. This external user can use any type of public network set: static or mobile (cell phone). The cellular extension feature can be used as standalone extension (mobile user only) or as a secondary set, or twinned with another device, and benefit from all one-number services.

All these services are enhanced with the rapid call shift feature, which allows an active communication to move seamlessly from one device to the other. The remote party cannot detect the change of devices, neither on audio nor on display. The call can be shifted between two sets belonging to the same twinset pair to any other set (extended call shift feature), providing the ability to move any call to another device in a cubicle or meeting room, for example. Transfer is done in pull mode from the target set. For mobile devices, ALE International offers mobile clients (accessible from the Vendor Application store) to further simplify call shift with NFC.[End of response]

2.2.5.7 Audio conference services and phones



For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Mobility services] What type of conferences does your system allow and how can they be implemented?


The OmniPCX Enterprise Communication Server offers built-in audio conferencing services:

Consultation call/Broker call/Three-party conferences Casual conferences: allow a user, initiating of a three-party conference, to add

up to three additional participants to the conference, for a total of 6 participants Meet-me conferences: allows up to 29 parties to be connected using a dialing

number and access code Moderated conferences: these conferences (sometimes called mastered

conference) enable a group of up to 29 users to be connected to each other. The conference is initiated by a master who is entitled to insert and exclude participants, play messages on participant set speakers and have private conversations with one party or the other during the conference.

All these services are easy to organize and to activate, protected by an authentication code, simple to join with voice prompt guidance, with participants arriving or leaving clearly signaled by a tone.Conference phones:

The 8088 Smart DeskPhone is a sleek and intuitive desk phone designed for professionals. Its 7” vivid touch screen, Bluetooth® handset and built-in camera offer a smooth multimedia user experience with wideband audio and HD video conversations. The 8088 Smart DeskPhone can be used as video phone for huddle rooms in a peer to peer mode or to a video conference service. It also has an HDMI® output for screen replication, and a dedicated video HD display on an external monitor, to transform any regular meeting room into a video-enabled conference room.

The OmniTouch™ 4135 SIP Conference Phone is an audio conferencing module. SIP-based, it offers four simultaneous connections to create a five party call for more efficient conferences. Calls can be recorded on an SD memory card.[End of response]



2.2.5.8 Integrated voice guide services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Integrated voice guide services] Are voice guides naturally available for telephone users?


During a call, the OmniPCX Enterprise Communication Server plays voice guides (Static Voice Guides) offering appropriate information for users of analog, digital, IP, and mobile telephones, or external users (via an automated attendant or DISA service). Information can be context-sensitive feature codes (suffixes and prefixes), telephone status or an activated service and is available in different languages.In addition, voice guides are essential to ensure the quality of welcome and to route the enterprise's customers to the appropriate contact. Dynamic voice guides give the capability to customize welcome messages, pre-off-hook messages, announcements, on-hold messages and menus of integrated voice response, as soon as needed. [End of response]

2.2.5.9 Attendant services and phones For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Attendant phones and services] Provide a quick list of your products dedicated to telephone attendants.


The OmniPCX Enterprise Communication Server and OpenTouch offer a wide range of attendant solutions to welcome customers:

An entry level solution consisting either in:



An 8068 Premium DeskPhone + smart display module used as attendant set. Its context-sensitive softkeys provide a user-friendly access to attendant facilities for efficient management of incoming and outgoing calls.

A multimedia professional attendant solution, allowing the attendant to switch between telephony applications and OC applications at any time. The full IP solution is provided by one of the following 4059 offers:

An 4059 IP attendant console (4059IP) including: o An associated Premium DeskPhone set used for voice (IP or TDM)o The 4059 IP Attendant Application running on a standard PCo An optional Busy Lamp Field (BLF) application, running on a standard PCo An ergonomic telephony keyboard with LEDs, shortcut keys, and USB

connectionor An 4059 Extended Edition attendant console (4059EE) including:

o An associated Premium DeskPhone set used for voice (IP or TDM)o The 4059 Extended Edition (4059EE) Attendant Application, with an

embedded Busy Lamp Field (BLF), running on a standard PCo An ergonomic telephony keyboard with LEDs, shortcut keys, and USB

connection or a standard PC keyboard[End of response]For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Attendant phones and services] Does your offer include automated attendant services?


Automated attendantsThe enterprise welcome service (automated attendant) is an essential service to handle external (or internal) calls. It allows a caller to be guided to the correct company department or user, and it may also be used to assist attendants when there are too many simultaneous calls. In all cases, the purpose is to ensure that no call goes unattended.ALE International offers different automated attendant solutions depending on feature levels and scalability:



Integrated and A4645VMS Automated Attendant (AA)Automated attendant services can be provided in two different modes:

Integrated AA in the OmniPCX Enterprise Communication service Via the A4645 Voice Mail Service (VMS)

Visual Automated Attendant (VAA)The Visual Automated Attendant is a virtual receptionist which offers callers a great service experience, greeting and routing them directly to employees, departments or voice mail through interactive menus. Thanks to its self-service and intuitive interface, routing can be instantly adapted to evolving business and prompts can be easily customized.[End of response]For more information on Attendant Phones, refer to the “Attendant Phones and Services” chapter.

2.2.5.10 Groupware services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Groupware services] Do your offer assistant telephone services or work sharing options for peaks of activity?


The OmniPCX Enterprise Communication Server offers multiple services of groupware including, but not limited to:

Hunting Groups: a hunting group enables telephone extensions to be grouped together under a single call number. A call to a hunting group number is distributed across the sets in the group according to a sequential, circular or parallel order. A hunting group may be spread over more than one node in a homogenous ABC network.



Manager / assistant: manager/assistant sets provide special behaviors and keys to offer genuine collaboration call management. This includes, for example assistant /manager direct call, call routing to the assistant, call screening, selective filtering, VIP filtering, supervision, manager mail key or discrete listen-in of calls A manager-assistant configuration can operate within a network. The number of assistants per manager or managers for an assistant is not limited.

[End of response]

2.2.5.11 Desk sharing For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Sharing phones and services] Can my staff share a pool of telephone sets and automatically retrieve their own individual key configuration and set customization?


The desk sharing feature allows employees to log on to any IP deskphone and use it as their own. When employees arrive on company premises, they take a free desk and enter their PIN code on the phone set. Upon initialization the phone retrieves the employee personal settings and becomes the employee’s own phone. When they leave, they press a key to disconnect, or system administration can disconnect them automatically. Desk sharing is also available for softphone users (OTCT client) when a member of staff is working away from the office.

This feature is particularly useful companies using shared desks, when employees are often away from their office but still need from time to time a flexible workspace with saved personal settings. Shared desks optimize the utilization of space in business premises and their associated costs. [End of response]

2.2.5.12 Hotel/hospital services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Hospitality] Briefly describe the specific services you offer for hotels and hospitals (if any)?


Hospitality services are integrated into the OmniPCX Enterprise Communication Server addressing the following needs:

Handling guest arrivals and departures with room occupancy Handling group arrivals and departures Management of wake-up calls / Do not Disturb / phone set lock/unlock Management of guest voice messages, up to four languages Dynamic hotel suite configurations (in guest-based configuration) Billing of calls (itemized and global) from rooms (two currencies are available)



Real-time tracking of guest telephone credit (deposit) Verification and tracking of room status (to clean, being cleaned, cleaned, ready,

custom) Management of room service Management of waiting messages and call forwarding …

The ALE International Hospital Link (AHL Link) is a computer link used to access the OmniPCX Enterprise hotel/hospital features, from an external hotel/hospital management system (PMS).ALE International provides dedicated applications and devices to extend communication capabilities in hotel environment. This includes including:

8088 Smart DeskPhone hospitality package Smart Guest Applications / Door cam solution on 8088 Smart DeskPhone:

connected room experience via the digital hotel tour and room automation integration, to control the room environment (A/C, lights, curtains, etc.).

The Mobile Guest Softphone turns a guest’s own mobile device into an extension of their in-room phone, benefitting of free communications within wireless networks and quick access to the hotel services directory via a simple, customized mobile interface.

The OpenTouch Notification Service: centralized collections and aggregation of alarms from different subsystems, notification of the most appropriate person in real-time, using industry-specific communication systems, and taking into account staff mobility.

[End of response]

2.2.5.13 Networking service For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Networking application] What networking architectures can I implement with your standard “tried and tested” PBX offer?


The OmniPCX Enterprise Communication Server offers various type of networking topologies:



A centralized system, which can be duplicated for security, handling all communications for all sites via a voice enabled IP network. Remote sites are peripherals, connected to the main site via VPN links or directly over the internet. Remote sites can be large branches or small, very small home office for off-site workers.

A distributed system where each site (called a node in the system) benefits from full autonomy, is equipped with a dedicated server (duplicated or not). All servers are interconnected using the enhanced ABC protocol. This provides networking benefits which include cost optimization, service transparency and centralized management. Interconnection between nodes can be done thought IP, leased lines or direct connection.

A heterogeneous network with a non-ALE International PBX can also be built. In this case, inter-node links must be compliant with the QSIG standard.

These architectures can be combined as shown in the figure below.

[End of response]

2.2.5.14 Business continuity For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Business continuity] How can you ensure that business is not put to a complete halt when a server goes down or the power is cut?


ALE International is focused on business continuity and provides solutions for customers whose telephone activity is critical for their staff and customer safety (industrial site, hospital) or for their business (customer reception, order taking, helpdesk).



Adding a duplicate Communication server protects enterprise communications of main and remote sites from the possible impact of a hardware failure, power cut or prolonged maintenance, affecting the main Communication server (active-active). The duplicate Communication server automatically detects failure of the main server, instantly switches over and maintains established calls. Remote sites can be equipped with an IP media gateway in a server called Passive Communication Server that will automatically become active whenever the main communication server is unreachable, e.g. network outage, WAN failure or other problem. This gateway can also connect to supplementary trunk interfaces acting as redundant link.

Small remote sites can be equipped with an Enterprise Service Router (ESR) acting a WAN/VPN router with active IP phone and SIP phone failover capabilities.

Protection against loss of service caused by micro-power cuts can be ensured by external batteries and rectifier on the Communication Server and IP media gateways. Network outages can be limited with Ethernet interface redundancy on IP media gateways and IP phones can automatically route calls to associated sets in case of POE failures.

[End of response]

2.2.5.15 Secure solutions for your networks and VoIP communication For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Secure solutions for your networks and VoIP communication] How can you guarantee network and IP communication security in your standard “tried and tested” PBX offer?




ALE International’s experience in network design, constant and ongoing participation in worldwide security forums, and partnerships with security specialists provides answers to the continual process of security enforcement and privacy/confidentiality for customers whose staff may work over the telephone on patents, or exchange confidential information (for example medical information or credit card numbers), and for customers who need to keep their system running without interruption (manufacturing, hospitals, order taking, etc.).

The OmniPCX Enterprise Communication Server provides security solutions through: Native software implementations in HTTPS, certificate management, audit tools,

etc. Complementary software application (OpenTouch Session Boarder Controller

- OT-SBC) Hardware equipment such as the IP Premium Security Module

The IP Premium Security Solution protects IP communications against cyber-attacks such as denial of service, Man-in-the-Middle attacks, IP phone spoofing attacks and communications eavesdropping. The solution is a technology partnership between ALE International and Thales®, a major player in the security market, to provide hardware and software based encryption capabilities for both call control signaling (IPSec or SIP TLS) and voice media flow (SRTP). Security is provided by:

A hardware security module (SSM/MSM): a physical box providing encryption at wired speed

A secured IP media gateway (Soft MSM) with IP Premium DeskPhones, which embed security firmware, allowing encrypted communication (signaling and media)

The solution improves security with: Confidentiality: encryption of voice and signaling call control flows Integrity: ensuring messages are not modified Authentication: generated pre shared key mechanism (with the possibility to

customize the pre shared key of the phone set) Binary signature: digital signatures verify the authenticity of binaries and

configuration files for security modules, IP phones and IPMG during download Visual control: a padlock icon indicates that the communication is secured Whenever necessary, additional redundancy can be provided to ensure fully

secured telephony[End of response]For more information about Security, refer to the “Security” chapter.



2.2.5.16 Third party SIP end-points and SIP trunking For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Native IP communications] To what extent is your standard “tried and tested” PBX system SIP compliant?


The OmniPCX Enterprise Communication Server can be configured as a full IP or a mixed IP/TDM system, providing IP call handling facilities and management of a feature-rich IP terminal portfolio including Premium DeskPhones (IP) and Alcatel-Lucent SIP phones (8001, 8018, audio-conference bridges, 8088, …)

In addition, the OmniPCX Enterprise Communication Server provides SIP gateways allowing third party SIP endpoints (devices or application) to connect and benefit from specific services, including interoperability with SIP operator networks (SIP Trunking).

The SIP Gateway consists of the gateway function, a proxy and registration server: The gateway deals with the inter-working functions between SIP and deskphones

or trunks The proxy deals with SIP routing and SIP end point (phones) location. The registrar receives registration from SIP end points and stores mapping of SIP

phone numbers and associated IP addresses.

Public SIP Trunking is used when the OmniPCX Enterprise Communication Server is connected to the PSTN via a public SIP carrier:

TLS/SRTP protocols can be deployed to protect SIP communication with external/ public SIP gateways. TLS protects SIP signaling and the SRTP protocol protects voice flows. This means that end-to-end encryption, between carrier and all OmniPCX Enterprise devices (IP Phone, media gateway, Communication Server, etc.) can be offered

A Session Border Controller (SBC) gateway controls signaling and media streamsThe call barring class of service, connection class of service, Call Detail Records (CDR) and Call Admission control (CAC) is ensured by the OmniPCX Enterprise Communication Server. The OmniPCX Enterprise Communication Server SIP proxy/gateway is embedded in the Communication Server, and thus benefits from the “high availability” feature, provided by duplicate (redundant) servers.[End of response]

2.2.5.17 Openness and APIs For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Communication server openness] I do not want to be a captive customer. Can you offer guarantees that your system is compliant with constantly evolving communication standards, allowing me to use third party applications?




The OmniPCX Enterprise Communication Server is an open communication server that supports value added application developments by third parties.

The OmniPCX Enterprise Communication Server offers the most complete open standards-based computer telephone interfaces (CTI) available on the market. The compliance of these interfaces with international open standards such as CSTA, TAPI, TSAPI, XML/SOAP and REST enables full compatibility with business applications created in compliance with these international open standards.

The Alcatel-Lucent Application Partner Program (AAPP) helps partners build, integrate, test, deploy, maintain and promote their applications across our complete portfolio of solutions for enterprises. Get more information on APIs, SDKs, tutorials, certified applications, new solutions from: http://applicationpartner.alcatel-lucent.com.

APIs allow third party applications to fully benefit from the OmniPCX Enterprise Communication Server telephone services and features, for example, among others:

Caller and calling identification presentation, allowing file pop-ups Access to telephone services: inbound and outbound call management,

transfer, conference, call-on-hold, DTMF digit transmission, etc. Access to enhanced services: communication server directory, extension

management, project/private calls, supervision, remote call forwarding, etc. Presence management and routing (REST or info-center link) Manage voice mails, record, listen, forward, delete, etc. Programmed conference management User configuration management

The AAPP Certification is based on successful testing by ALE International and a partner, the result being consigned into an Inter-Working Report (IWR), validated by both parties.

The IWR is a technical reference document written jointly by ALE International and the partner company. It describes the testing configuration, selected features and results. An IWR may also contain any known potential inter-working limitations. IWRs are published on the Business Partner and AAPP Portals.[End of response]



http://applicationpartner.alcatel-lucent.com/

2.2.5.18 Multi-tenant services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Multi-tenant services] Can I share a communication system with several other companies and still maintain my own corporate identity?


The multi-tenant feature enables several companies (called tenants) to share the same OmniPCX Enterprise Communication Server while benefiting from customized services as if they had a dedicated communication server. With this feature, service providers, cloud service providers, property management companies, or other large enterprises can offer the feature-rich capabilities of a large PBX to tenants in their own facilities, avoiding the need for on basic centrex services, a small PBX, or a key system.

The target market segments are: SMBs (small and medium businesses) that do not want to invest in a dedicated

system with all its related costs (licenses, staffing, trainings) and want a Software as a Service (SaaS) model or Managed Services model, provided by a cloud services provider or system integrator.

Large organizations willing to separate budgets and management for departments or sister companies.

This service is based on logical entities. In addition to the advanced telephony features shared for all companies, additional features are dedicated/isolated per company/department:

Call routing and presentation by company name (new calls, callbacks, etc.) Outgoing class of service Trunk group CLIP / COLP Calls by short numbers. CS allows for an overlapped numbering plan. Each

company has its own independent numbering plan with two, three, or four digits.

Speed dialing Speed dial number table section Phone book Attendant group Attendant group shared by several companies Services for the 4059 Attendant Console Greeting message (pre-off-hooked) Music on hold after overflow or no-response from the attendant Waiting message Dedicated DECT of shared DECT (on visited sites) Dedicated voice mail (A4645) Configuration per domain



Management and accounting (CDR tickets with company identification) Inter company calls restriction

The services offered apply to single site and multisite companies, independently of their location and benefit from Communication Server redundancy and all business continuity solution (IP media gateways, PCS, etc.). The capacity is up to 1,000 companies/departments per Communication Server.[End of response]

2.3 Voice messaging services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Voice mail (messaging solutions)] Provide a list of the voice mail offers that can complement your standard PBX offer.


The Alcatel-Lucent voice mail applications offer natural interactive messaging to handle incoming calls simply and efficiently, whether users are present, away from their desk, or busy on the telephone.

ALE International offers various voice mail applications: The A4645 Voice Messaging System (A4645 VMS) is a voice messaging

application for small to medium enterprises. This is an embedded voice mail system, which can run on the same system as the Communication Server, or on a dedicated server. The number of voice mail users is up to 7,000.

The OpenTouch Message Center (OTMC) is a voice messaging solution compatible with most network architectures. The OTMC is designed for mid-sized to large enterprises. The number of voice mail users is up to 15,000. The same voice mail system is integrated into the OpenTouch Multimedia Services as well as the OpenTouch Business Edition applications.



For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [Voice mail (messaging solutions)] Can you offer a reliable voice mail application to cater for over a thousand users, with limited deployment and maintenance costs?


The OTMC is available in the following delivery modes: Virtual Application for virtualized environments such as private or public data

centers. ALE International applications are hardware agnostic and can fully leverage the benefits of virtualization - to name a few: faster deployment, reduced power consumption and capital expenditure, simplified administration and roll-back, high-availability

Pure Software for industry standard appliances. The OTMC runs on recommended hardware platforms to ensure the best ratio between performance and costs. The ALE International OTCP tool ensures platform compatibility and optimized fit with existing OTMS deployments and activated services

Pre-integrated appliance for IT that wants to reduce the cost and effort of provisioning, testing and managing new servers and do not want to install more software every time they need to deploy a new communication application. The single-server / all-in-one approach includes operating system, software and licenses through a Build To Customer Order process performed at factory.

[End of response]For more information on voice mail, refer to the Voice Messaging Services chapters.

2.3.1A4645 Voice Messaging Services For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Voice mail (messaging solutions)] Do you offer a voice mail embedded by default in your standard “tried and tested” PBX offer?




The A4645 VMS (Voice Messaging System) is a software application designed to be integrated in the OmniPCX Enterprise Communication Server for more efficient deployment and management of messaging and greeting features.Available to all end-users, whether they use fixed or mobile sets, the A4645 VMS provides natural interactive messaging to ensure a high level of company «welcome» management.

The A4645 VMS is a cost effective voice mail solution for systems based on Common Hardware platforms, or Appliance Server, or running on a virtual machine. The A4645 VMS can be embedded in an independent hardware platform, or virtualized, or fully integrated in the same hardware platform as the OmniPCX Enterprise Communication Server.

The A4645 VMS is a multi-service voice application. It makes it possible for callers to leave a message in a user voice mailbox when the user is busy or away, so that messages are never missed. Voice prompt menus help mailbox owners by providing contextual options to manage the service. End-users can customize their mailbox more quickly and easily, their desk phone display offers the relevant contextual options, which can be selected via soft keys.

The A4645 VMS also offers the following services:– Voice mail messaging features that allow the owner of a mailbox to send

messages to other mailbox users. A large range of options are available to assist the mailbox owner:o Message forwarding to one or several correspondentso System distribution list used to send messages simultaneously to multiple

destinationso Importance level of the messageo Verification of message distribution (acknowledgement when

correspondents have listened to the voice mail)Each user can program their desired type of acknowledgement (for example notification by their telephone ringing)

– Automated attendant features that allow the voice mail system to automatically: answer incoming calls, transfer them to a requested number or requested mailbox, and present general company information but can also be used for: o Information messages to present company information (opening times,

description of departments (e.g., marketing, etc.) to be played to callers. o Specific services for mobile users, which enables a caller to select

various options (offered by the Ubiquity assistant) when the caller cannot reach the requested user.

In addition to these services, the A4645 VMS can provide the following advanced services:



– A4645 IMAP access, which allows mailbox owners to consult their voice mail from an e-mail client via the IP network, thanks to the implementation of the internet-standard IMAP (Internet Messaging Access Protocol)

– A4645 Networking service, which enables the A4645 VMS node to be connected to several other voice mail system nodes (A4645 VMS, OpenTouch voice messaging or a voice mail from another manufacturer) over the IP network

[End of response]

2.3.2OpenTouch Message Center For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Voice mail (messaging solutions)] What are the benefits of your software messaging application?


The OpenTouch Message Center is a voice-messaging solution compatible with most network architectures. The OpenTouch Message Center is:

– Exclusively software based, which makes it flexible, easy to deploy and upgrade

– Highly scalable: it can serve a high number of users and gradually extend according to business needs

– An enhanced user experience, with message accessibility from any device, web based user option management, Visual Voicemail access from most deskphones, browser based voice mail access as well as access from any IMAP client such as Thunderbird or Microsoft Outlook™ and also dedicated applications on smartphones.

The OpenTouch Message Center also provides the following services:

– Voice messaging features that allow the owner of a mailbox to send messages to other mailbox users, whether they are part of the same system or on remote sites

– Visual Automated attendant (automatic switchboard) features that allow the voice mail system to perform attendant tasks: answer incoming calls, transfer them to a requested or pre-defined number or mailbox, using addressing by name or by number

– Networking service, which enables the OpenTouch Message Center voice mail instance to be connected to several other OpenTouch Message Center voice mail instances over an IP network

– VPIM protocol support to interconnect OTMC entities or to interwork with 3rd party voice mail products

– Mobility services, which allow mailbox owners to be notified by an e-mail or an SMS on the arrival of new voice messages.

– Unified Messaging, which allows mailbox owners to receive a copy of the voice



message via an e-mail on their desktop e-mail client (including Google Gmail and Office 365)

– Simple web-based greeting management in self-service – Unified management from 8770 NMS (provisioning, back-up, monitoring)

[End of response]

2.4 OpenTouch™ Multimedia Services For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Multimedia Services] Do you offer software that enhances the typical PBX operations for large companies and networks?


The Alcatel-Lucent OpenTouch™ Multimedia Services delivers multimedia conversations to enterprises. The OpenTouch Multimedia Services combines native multi-party conferencing, multi-device support and multimedia into a suite of applications that can be managed under a single environment. It provides easy-to-use, end-to-end management and enables organizations to deploy a fully integrated solution to support an individual service or multiple services for a customized mix of content relevant to their business.Main features

– Conversation services on screen-based devices: My IC Phone, desktop, and mobile

– Communication experience across devices and locations (multi-devices with profile routing, for mobile workers and remote workers)

– Integrated multimedia conferencing (scheduled / ad-hoc) with internal participants or external guests

– Rich presence / instant messaging / desktop and web sharing – Embedded Visual Automated Attendant and messaging services– Centralized or decentralized IP telephony infrastructure flexibility and software

scalability– Federation service – Desk phone companion on 3 VDI leaders, VoIP on VMWare Horizon and Citrix

Desktop publication– Open Application Programming Interfaces using web services and the REST

technology– Simplified and Unified Management through the 8770 NMS



[End of response]For more information regarding Applicative Communication Services, see the dedicated chapters on user services.

For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Multimedia Services] Do you offer a hardware agnostic system that can be installed on a virtual machine, offering typical PBX operations for large companies?


The OTMS is available in the following delivery modes: Virtual Application for virtualized environments like private or public data

centers. ALE International applications are hardware agnostic and can make the most of virtualization, ensuring to name a few advantages: faster deployment, reduced power consumption and capital expenditure, simplified administration and roll-back, high-availability

Pure Software for industry standard appliances. The OTMS runs on recommended hardware platforms to ensure the best ratio between performance and costs. The ALE International OTCP tool ensures platform compatibility and optimized fit with actual OTMS deployments and activated services.



[End of response]

For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Multimedia Services] Provide a quick overview of the capacity and limits of your advanced software for enhancing typical PBX operations for large companies.


The solution can be shipped either in a pure software model (virtualized or not) or can be pre-integrated in an Appliance Server. The solution can to support up to 5,000 users (10,000 devices) per OTMS node. In addition OTMS can be deployed in a network to address higher capacities, of up to 20 OTMS / 20,000 users for a single customer.

[End of response]

2.5 Visual Automated Attendant services For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [Automated Attendant] Do you offer an automated attendant for which I do not need years of training to be able to program efficient call routings?




The telephone is a very effective means for customers to make contact with a business. Therefore it is essential to pay particular attention to the handling of incoming customer calls. This embedded application ensures that a professional image and response are presented to callers, by welcoming them with high-quality voice guides and directing them automatically to the appropriate staff or department, or to a specific voice mail. Thanks to its user-friendly interface, staff can instantly adapt the routing to changes in business – for example date/time-based routing is very intuitive – and easily customize voice guides. Replaces or supplements a greeting attendant in the event of pikes in activity, or outside office hours. Reduces customer waiting time and improves the business brand image.Benefits:

• Professional image: studio quality recorded greeting• Extends welcome beyond business hours: all calls get an answer, information

available 24/7• Less hold time and quick access to information• Offers VIP customers a better service• Adapts greetings to business changes: marketing promotion, seasonal activity• Records voice messages remotely from any phone

[End of response]

2.6 Emergency Notification Server For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [Emergency call] Do you offer emergency call handling such as 911 and 112 ?ALE International Response:

For enterprises, education, healthcare, hospitality organizations or public authorities, saving time means saving lives. Charged with protecting on-site and remote people daily and responding quickly and effectively to emergencies, campus safety personnel cannot



allow any operational obstacles to interfere with their mission. The Public Safety Answering Points on the other hand, need caller information and location to reduce time consuming search or call-backs.

With increased man-made and natural threats, constrained budgets and growing safety compliance regulations, ensuring the group safety is becoming increasingly challenging.

The Emergency Notification Server tracks all emergency situations (calls, panic buttons) from all workspaces, localizing and routing them to the correct answering entities, enabling a quick and accurate involvement and response from all actors in case of emergency.

Key capabilities include: call identification, a large variety of emergency notification capabilities for on-site responders, call log report details with call record, automatic call back of the caller and integration with land radio.

FEATURES

MANAGEMENT OF CALLS TOWARDS PSAP, LSAP Multi-vector emergency notifications (e-mail, voice call, PC desktop alerts, text

messages and Alcatel-Lucent mini-messages, radio) Supports emergency calls from any type of phones: analog, digital, IP, softphones,

DECT handsets Conferencing capabilities Communication recording Emergency calls and notifications history routing to the designated group of intervention Dedicated voice guides per emergency number Customizable notification content Caller identification On-site and remote safety personnel call alerting and notification



COORDINATION OF EMERGENCY STAKEHOLDERS VIA A CONFERENCE BRIDGE One calls all contacts in a predefined list Support calls from external phones Real time panel to monitor conference participants List of authorized persons to dial in the conference bridge (even through DID) Ability to add participants in the conference by phone and from the real time panel

COMPLIANCE WITH NENA/EENA FOR 911/112 CALLS

2.7 OpenTouch Session Border Controller (SBC) For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [SIP security] If I want SIP in my system, how can you offer efficient protection from malicious intrusions?


The Alcatel-Lucent OpenTouch™ Session Border Controller (SBC) is a highly secure software solution for Session Initiation Protocol (SIP) perimeter defense. It is located at the customer premises to protect enterprises from malicious Voice over IP (VoIP) attacks. It simplifies the interoperability with SIP service providers.

The OpenTouch SBC provides a flexible architecture for all enterprise deployments, acting as the demarcation point between the enterprise and SIP trunking providers, as well as the enterprise and OpenTouch SIP clients in remote locations for direct voice and video conversations over the Internet. The SBC supports up to 4,000 SIP audio sessions per server.

The OpenTouch SBC (Session Border Controller) enables communications to securely go through the enterprise IP border while controlling quality and ensuring interoperability.

The OpenTouch SBC ensures seamless connectivity to SIP trunking providers and deployment of OpenTouch clients on the internet, outside the enterprise firewall.The OpenTouch SBC is a software-only solution running on a standard server, avoiding the costs associated with dedicated hardware (logistics, inventory), while providing high scalability and high availability. The OpenTouch SBC can be virtualized to integrate into different environments and platforms.

Besides the OpenTouch family, the SBC can also be used with the OmniPCX Enterprise system.To remove dependency to a specific platform in order to address smaller capacities or multi applications, the OTSBC can run on VMware Hypervisor. FEATURES:

Enterprise perimeter defense against SIP denial of service, fraud and eavesdropping

Certified with SIP service providers Addresses the communication security needs of mid-sized and large organizations



Enables SIP protocol adaptations for interoperability Acts as a secure softphone proxy for enterprises that need a demarcation point

between a segregated voice network and softphones that are in an all-purpose data network

Provides business continuity over redundant servers with SIP and media session preservation

Runs on VMware®, HyperV® Provides easy-to-use web-based management Provides a configuration wizard application that accelerates interoperability

operations Supports WebRTC to enable secure voice access of Remote Guest to OT

conferences using an OTC Web client Supports Audio and DTMF transcoding

BENEFITS: Provides security between the enterprise and SIP trunking providers Complements the enterprise firewall with dedicated protection against SIP-based

attacks Simplifies the interoperability with various flavors of SIP trunking Solves SIP and media traversal of NAT devices Improves the total cost of ownership with a high-performance solution running on

VMware

2.8 OmniPCX Record services For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [Call tracking solutions] Do you offer any system to track, monitor and record incoming and outgoing calls, even for substantial numbers of interactions?


Many companies (whether they use a call center or not) show a growing need to record transactions, especially in activities requiring the law and regulation compliance. This is particularly relevant for financial services, utilities, healthcare, education, hospitality and public safety organizations.

The OmniPCX RECORD Suite offers businesses a complete tracking solution for customer interactions through unique call recordings, screen captures and coaching capabilities. It seamlessly integrates into OmniPCX Enterprise environments.



http://qapub.ind.alcatel.com/?product=MultimediaServices&page=overview

Key features Modular offer

– RECORD: rich recording facilities of inbound and outbound calls in multiple audio formats (MP3, GSM6.10, WAV)

– SCREEN CAPTURE: complete user desktop activity capture– SILENT MONITOR: remote and discrete monitoring– QUALITY MONITOR: evaluation of recorded employees and instant

coaching sessions– MULTI TENANCY: one OmniPCX-RECORD serves independent companies

Architecture– Call recording in SIP declared as SIP SEPLOS or not (in such a case, port

mirroring configuration is required to record voice and video communications), VoIP, analog, digital and mixed environments

– Web-enabled architecture that makes it easy to locate and use recordings

– Multiple language web interface



– Centralization of recordings from independent satellite sites to a central server

– Support of multi-node environments– High availability (Warm standby)– IP Attendant recording (4059 EE mandatory) with port mirroring

configuration or with IP stream redirection when associated with IP desktop softphone

– Supports virtual environments– Open integrations through the REST Application Programming Interface

(API) Compliance

– Records encryption– Login authentication via Radius and Microsoft Active Directory server– Compliance with Thales encryption– In line with Payment Cards Industry (PCI) and Markets in Financial

Instruments Directive edition 2 (MiFID II) requirements for call recording systems

Fulfills every need with a modular offer made up of four modules (Record, Capture, Silent Monitor and Quality Monitor)

Accelerates resolution of customer issues Minimizes risk of disputes through complete tracking of customer interactions Boosts customer satisfaction and loyalty Enhances staff productivity thanks to monitoring and coaching Improves quality assessment based on actual customer-employee interaction

recordings [End of response]

2.9 OpenTouch Notification Service For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [Alarm notification] What kind of solutions can you offer for alarm notifications and their routing configuration?


The OpenTouch Notification Service is ideal for enterprises in healthcare, education, high-risk industries and the hospitality sector. It provides a flexible, easy-to-install alarm and notification management system with a native and optimized integration to the OmniPCX Enterprise Communication Server.The OpenTouch Notification Service collects and aggregates alarms from different subsystems, such as nurse calls, fire alerts, or runaway or wander prevention systems. It generates notifications in real time to the most appropriate persons able to respond to the situation, and sends it to their wireless handsets (for instance DECT, Wi-Fi or Bluetooth), smartphones or supervision console with geolocation screen or other systems.



As a software-based solution, the OpenTouch Notification Service offers a complete range of applications and integrates with industry-specific tools and systems of key market players, all smartly connected via a unique web interface. The various integrations allow innovative services, such as social media and mobile device notifications.

Key features• Centralized alarm and notification management system• Full software solution• Full IP architecture • High availability option based on failover clustering• Any-to-any connection: All incoming messages and alarms can trigger many outgoing

notifications• Server virtualization is possible, available in Open Virtualization Format (OVF) for an

easiest and fastest deployment• Integration with many alarm notification systems:

- Alcatel-Lucent wired sets- Alcatel-Lucent wireless sets: DECT, DECT with lone worker protection function,

WLAN- Pager systems- Nurse call systems- Fire alert systems- Runaway/wander prevention systems- Production alarm systems- Building management systems- SNMP - E-mail, SMS and social media (Facebook and Twitter): messages sending and

reception, and escalation• Unique set of applications:

- Web-based configuration interface allowing to easily and visually create the notification script, and the interfaces

- Historical reporting web interface for the creation of statistical reports on alarms and equipment

- Real Time Console web interface- Graphical Floor Plan for alarm geolocation on a site map



- The Web interfaces support HTTP and HTTPS - SmartApp: Alarm notification application for tablets and smartphones (Android, iOS

and Windows 8)CareApp: Tablet application for homecare patients. It offers interactive telemedicine functionalities, direct access to human services, direct phone call or video call to relatives or medical staff using icons

• Openness and scalability: Solution integration with the key market players to address present and future specific needs

• Unique integration, optimized with the ALE International infrastructure:- Native integration of all types of Alcatel-Lucent Enterprise sets, including DECT

handsets with lone worker protection capability- On the OmniPCX Enterprise, benefit from all the richness of the ABC-IP, which offers

unique features such as rich text messages of 40 characters, loudspeaker announcement, priority call

- No additional hardware required (no TDM T0/T2 bundle)- Competitive price thanks to license use optimization. Licenses are calculated

according to the number of active notification channels at a specific time rather than according to the number of DECT handsets

• Application rich: continuous application development (social media, smartphones and tablet applications, Microsoft Lync integration…)

• Compatibility with industry standards, protocols and interfaces: ESPA, TAP, dry contacts (e.g. electric relays), KNX, Modbus, HL-7, AOP, printer protocol…)

• Supervised system: monitoring of links to subsystems • Openness via an HTTP API for an integration with specific software and systems, to

initiate an alarm flow or to be notified of an alarm • Simple and quick to install• Easy to manage via a very intuitive and visual web interface, through simple drag-

and-drop of building blocks[End of response]

2.10OpenTouch Fax center For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [Fax] Can you provide any hardware agnostic software to manage faxes with more services than your competitors?


The OpenTouch Fax Center is a homogenous fax solution for all market segments.The OpenTouch Fax Center integrates seamlessly with Voice over IP (VoIP) technology and the T.38 fax relay capabilities of leading ALE International VoIP gateways, thus enriching unified messaging with fax communication in addition to e-mail and voice messaging.



Key benefitsThe OpenTouch Fax Center optimizes investments:

It is hardware-agnostic and easy to deliver because it is a pure software solution

It provides seamless IP-PBX integration and virtual machine support It is an integrated part of the Alcatel-Lucent OpenTouch Multimedia Services

and OpenTouch Business Edition, but is also available as stand-alone solutionThe OpenTouch Fax Center improves collaboration and productivity because:

It can manage large fax volumes and delivers high levels of scalability, reliability and availability

It offers document communication, processing and storage It streamlines business workflows It improves customer interactions

The OpenTouch Fax Center provides cost savings and a quick ROI: Reduces ongoing fax machine related costs Eliminates junk faxes, reduces printing costs through paper use Reduces energy consumption to advance eco-sustainability initiatives Reduces single purpose hardware and analog circuits

The OpenTouch Fax Center facilitates security and compliance: It routes sensitive documents to designated recipients (no more faxes that are

accessible to everybody in an office environment) It provides an audit trail of transactions

[End of response]

2.11OmniVista 8770 Network Management Solution (8770 NMS)

For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [System programming and management tools] Briefly describe the administration solutions that can be implemented with your standard “tried and tested” PBX offer.




The OmniVista 8770 Network Management System suite is a comprehensive set of applications designed to help telecom managers and administrators in their day-to-day tasks. It can support them in making strategic choices for their converged networks, by combining reliability, ensured availability, performance information, access security, configuration management and telecommunication cost tracking.

This modular platform offers a suite of management applications:– Unified and Device Management– Configuration for a system or a global network– Operation Audit– Topology and Alarm management– Multi-carrier consolidated Call Accounting and Tracking– Performance and Voice over IP Performance– LDAP Enterprise Directory included with a web interface for users and

automatic synchronization with nodes.– Scheduler, maintenance, security, right to use audit and launching external

applications – Inventory and capacity management – Proactive tool: can send an e-mail, an alarm or launch an application to notify

the appropriate person, for proactive management; it can generate automatically Accounting and performance reports in various formats (MS Excel, .PDF, HTML, text files) and send them via e-mail to the relevant supervisors.

– Microsoft Active Directory integration to imported/exported contact information

– User provisioning API for automation and integration with self-services portals

– SNMP proxy– distributed administration access



– Open interface allowing the integration with hypervisor platform applications such as HP Open View® or TVN® (from C.A.)

The OmniVista 8770 client/server scalable platform can handle networked or standalone OpenTouch Suite applications, with up to 50,000 users configured on one OmniVista 8770 server. More users and nodes can be managed with a distributed architecture (one module per server).[End of response]For more information on management solution, refer to the OmniVista 8770 chapters.

2.12OmniTouch Contact Center Standard Edition For Golden RFP [SO: OXE 12.2.x – OT 2.3.x] [Contact centers] Briefly describe the call center solutions that can be implemented with your standard “tried and tested” PBX offer.


The Alcatel-Lucent OmniTouch™ Contact Center Standard Edition is the ideal solution for companies with contact centers, mainly driven by voice interactions. It addresses systems of all types and sizes, from small to large capacities.

The OmniTouch CC Standard Edition is based on the unique and patented “matrix” call routing model. Flexible and customizable, any change can be made quickly using the “what you see is what you get” (WYSIWYG) management interface, so that even for people without programming skills, it is easy to respond on the spot to business demands.

The available contact center modules are: • CC Distribution: an automatic call distributor (ACD) with a database embedded in

the OmniPCX™ Enterprise, offering cost-based powerful routing algorithms and the ability to build a contact center architecture

• CC Supervision: offers real-time configuration and supervision at the click of a mouse, monitoring all objects (pilots, queues, and groups) and providing full



statistics compilation and detailed reports• CC IVR: provides interactive voice response (IVR), offering powerful self-service

functionality, plus voice, fax and e-mail integration. It can also be used for call pre-qualification, callback, customer survey and more

• CC Agent: is a desktop application for agents, providing full telephony and session control, advanced call monitoring, individual and group statistics, and access to critical information

Benefits• Reduced total cost of ownership with quick deployment• Single competence for administration, supervision and reporting• Look-ahead routing and distribution allow for better planning and resourcing• Comprehensive range of features to meet the diverse needs of any contact center• Flexible and programmable, allowing automatic changes to distribution rules,

depending on time of day or day of week• The simple WYSIWYG management interface allows optimum responsiveness to

business needs• Full suite of real-time and historical reporting tools for performance awareness

Features• 5 to 2,000 agents on a single node, up to 5,000 agents in a network of OmniPCX

Enterprise nodes configuration• Remote agent facilities with ALE International connecting options• Branch survivability for inbound calls with Passive Communication Server• Prioritized ‘skill mapping’ of calls according to your available resources• Advanced queuing with embedded voice announcements• OpenTouch Customer Service (OTCS), plugged on the OmniTouch CC Standard

Edition provides off-the-shelf connectors to major CRM applications and other integration capabilities

• Enhanced options such as IVR with CCivr or OTCS IVR, wallboards, Soft Panel Manager, Workforce Management or OTCS media (e-mail, web chat, web callback, social media, CRM connectors…)



[End of response]For detailed information about the Contact Center applications, refer to the Product Documentation related to Contact Centers.



3 OpenTouch Business Edition (OTBE) 3.1 Introducing the OpenTouch Business Edition For Customer Proposal (OTBE); For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering any solution for the mid-sized market, what makes it specifically designed for this market segment?


The OpenTouch™ Business Edition, designed to meet mid-sized companies, delivers a range of communication services on a single platform, from world-class business telephony to the most advanced multimedia collaboration and mobility services. Mid-sized companies typically want to be in a position to compete with larger rivals. Their need to grow must be controlled so that they can retain the flexibility granted by their size. Their stance must be aggressive without losing profit. Their focus must remain on customer relationships to increase customer loyalty. Last, but not least, they are eager to improve staff efficiency and mobility, while keeping a close eye on their markets and ensuring speedy responses to customer demands.Generally speaking, they are hindered by investment costs, a limited expertise in the fields of IT and telephony services, and fear negative business impacts during system implementation.The OpenTouch Business Edition responds precisely to mid-sized company needs and specificities, in that it is offered at a very competitive price, and meets their budget constraints. One single physical server provides a complete communication solution, with intelligent services complementing a robust telephone base. It is simple to use, implement, administer and maintain, while allowing flexibility and scalability.[End of response]

3.2 Service overview For Customer proposal (OTBE); For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering any solution for the mid-sized market, what are the services provided?


The OpenTouch Business Edition addresses the communication requirements of enterprises of up to 1,500 employees and 3,000 devices by providing advanced business communications, multimedia collaboration at the office and on the go, contact center and management services. The OpenTouch Business Edition delivers all these services on a single platform to improve the total cost of ownership (TCO).



Employees who primarily work on company premises and make extensive use of voice communications benefit from the advanced business communications experience available on reliable desk phones, sturdy DECT or WLAN mobile handsets, and on software clients for PCs, tablets or smartphones.Users can pick the telephony features that suit their office work style from the comprehensive list of telephony features offered by the embedded OmniPCX™ Enterprise Communication Server.Office workers enjoy high-quality, wideband voice communications with easy audio and visual guidance, and ultra-fast directory look-up from the phone keyboard.

The OpenTouch Business Edition embeds the OmniTouch™ Contact Center Standard Edition, a scalable and reliable contact center solution. The OmniTouch™ Contact Center Standard Edition is the ideal solution for companies with contact centers that are mainly driven by voice interactions. With the most advanced features and capacity for up to 250 connected agents, this solution supports efficiently the organization’s interaction with existing and potential customers.

The OpenTouch Business Edition comes with an embedded OmniVista 8770 management/provisioning and overall system administration including telephony, conferencing, collaboration and messaging systems. Additional options such as directory and network management, system monitoring and accounting can be added to improve operational efficiency.

[End of response]

3.3 Packaging For Golden RFP



[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering a solution for the mid-sized market, what hardware does it require?


Single-server designThe single-server design of the OpenTouch Business Edition is the key for enterprises that want to reduce the cost and effort of provisioning, testing and managing new servers and do not want to install more software every time they need to deploy a new communication application

Type of packagesThe OpenTouch Business Edition commercial offer is available with different options:

- Pre-installed servers : one for up to 500 users/1,000 devices or one for up to 1,500 users/3,000 devicesThe OpenTouch Business Edition Software suite comes as a pre-installed software package on an industry standard RAID1 Hot swap-equipped hardware server, ready to run for up to the maximum of users/devices supported. This includes licenses, operating systems (Linux, MS Windows Server), OmniPCX Enterprise call handling, multimedia SIP/media server, multimedia collaboration and conferencing (including FAX server and Visual Automated attendant), Contact Center Standard Edition and 8770 NMS management platform.



- Software delivery for virtualization The OpenTouch Business Edition software suite can also be provided as a virtualized solution, designed to meet the requirements of VMWARE virtualized infrastructures

In addition to pre-installed servers or software delivery, the OmniPCX Enterprise IP media gateway and legacy items (common with OmniPCX Enterprise deskphones and mobile phones) are available to support legacy trunks and legacy phone sets.

3.4 Topologies For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering a solution for the mid-sized market, what kind of architecture and network can be deployed?


The following deployments are supported: Standalone deployment for a single site with up to 1,500 users: all users

(Connection and Conversation users) can benefit from unified communications, collaboration and multimedia conferencing.

Centralized Datacenter (IP centralized) deployment: addresses headquarter / branch office(s) topologies, with a focus on IP centralization, for up to 1,500 users / 3,000 devices / 32 branches. All features are centralized on a master/headquarter site while user devices and applicative clients are distributed in other locations, connected to headquarters via an IP WAN. Branch offices deploy media gateways for local PSTN access, and OmniPCX Enterprise Passive Call Servers for survivability

IP Distributed (networking) deployment: a global population of employees is spread over several sites using local resources on each site. This targets either green field or existing customers with several OmniPCX Enterprise nodes networked together over several sites where the OpenTouch Business Edition server (1,500 users versions) can be used as common applicative and management platform for the entire network (with a maximum of five nodes)

For all topologies: • High availability is supported (local or remote), based on the OmniPCX Enterprise,

providing telephony redundancy for all users with automatic recovery support• The embedded OmniVista 8770 manages all users from a central point• Local Alcatel-Lucent media gateways can be put into service on each site.

[End of response]

3.5 Architecture OpenTouch Business Edition - Pre-installed HW/SW Servers architecture



For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering a solution for the mid-sized market, how can you ensure installation time is reduced to the maximum?


OpenTouch applications and system come as a pre-installed by ALE International, ready to use software package on an industry standard HP/IBM hardware appliance, including licenses, operating systems (MS Windows, Linux), OmniPCX Enterprise call handling, media server, SIP server, multimedia collaboration, OmniTouch Contact Center and the OmniVista 8770 management system.[End of response]For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering a solution for the mid-sized market, can you provide a quick list of its different components?


Use of the SUSE (Linux) operating system, along with its native virtualization layer, allows all OpenTouch Business Edition applications to operate on the same server. The following soft components are provided:

OpenTouch Multimedia Services (OTMS)o Multimedia collaboration and unified communication applicationso SIP server with multi-session serviceso Media server including audio and videoo Unified messagingo FAX servero License server centralizing licensing for the overall solution

OmniPCX Enterprise Communication Server (OXE-CS) virtual machineo Consists of a Linux operating system and the OmniPCX Enterprise

Communication Server application OmniPCX Enterprise Media Services (OXE MS) virtual machine



o Consists of a Linux operating system and OmniPCX Enterprise media services. In a full IP oriented deployment, it replaces the OmniPCX Enterprise IP media gateway and related physical DSPs (Digital Signal Processors) through a software solution

OmniVista 8770 and OmniTouch Contact Center Standard Edition virtual machineo Consists of Windows Server 2008 R2 Operating System that serve the

OmniVista 8770 management system and the OmniTouch Contact Center Standard Edition. Note: OmniVista is a mandatory component of OpenTouch Business Edition solution whereas OmniTouch Contact Center is an optional application.

[End of response]

OpenTouch Business Edition – Virtualized software architecture For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Business Edition] If offering a solution for the mid-sized market, can you implement a software architecture on virtual machines, so that I can use the hardware I want?


The OpenTouch Business Edition can also be ordered as a complete virtualized solution qualified for the VMware© virtualization infrastructure.In this case, only the OpenTouch Business Edition software is delivered. The software components are the same as for the pre-installed servers except that the OmniTouch Contact Center Standard Edition can be installed on a dedicated virtual machine with a Windows server.

[End of response]



4 OpenTouch Enterprise Cloud (OTEC) For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Enterprise Cloud] What are the advantages of working with a cloud and what do you offer in this respect?


A FLEXIBLE end-to-end Communication SolutionFrom small to large enterprises, OpenTouch Enterprise Cloud offers a complete and secured solution delivering business telephony, unified communications, a contact center and industry (e.g. hospitality) services. The OpenTouch Enterprise Cloud can be deployed in any scenario, including pure IP or TDM-based infrastructure, in a private cloud (off or on-premises), or in an overlay installation. The OTEC is a 100% software solution, based on the same application as the OpenTouch Suite, but delivered as virtual applications, that can be hosted in any private data center or IaaS (Infrastructure as a Service).



The OTEC support various topologies: Private Cloud off-premises: each customer benefit from their own set of virtual

applications (also called instances) but set up within a data center (DC), operated by a Cloud Partner. Customers can have dedicated service cocktail, service SLA and Security policy.

Private Cloud on-Premises: for companies under severe security of regulations constraints, virtual applications can be deployed on customer premises and managed from the cloud by the service provider.

Hybrid cloud: some services can be rendered from a cloud service provider while others are delivered from the customer premises. The OTEC offer is flexible to technically and commercially support such deployments.

Flexibility must be applicable at first time setup, and every day for ancillary tasks. The OTEC provides full deployment automation for all constituents. This is true from the creation of the virtual machines down to configuration and user provisioning.Should you encounter daily difficulties for your Move/Add/Change (MAC) operations, ALE International offers a web-based tool with which you can perform all MACs by yourself, as well as delegate a subset of possible operations to the end-customer (self-service portal). This may consist in creating new users when they join the company, moving users from one branch to another, updating mobile phone number associated to one user, etc.

A FLEXIBLE consumption-based cost model

With OpenTouch Enterprise Cloud, business partners can respond to business demands with a predictable cost that matches spending with use: a flexible ‘consumption-based’ licensing model. The OTEC is highly flexible and a piece of cake to understand for several reasons:

• Licensing is simplified (less than 50 items for all services)



• Licensing is User centric so that you can easily bundle it into your own SaaS profiles

• There is no upfront investment, threshold or other. Similarly, there is no exit fee: when the contract has run, it has run. And renewal is simple

• Support and software evolution services (SPS) are included. Price are predictable, you

• Pay for what you use: Pay per “configuration” (when a service is declared in the management application). Or pay per “real usage” (measured or declared, e.g. Contact Center, Recording, Hotel rooms, …)

• The model is 100% elastic, month over month: pay less if you activate/consume less.

Because you need flexibility in your business operations, the ALE International Business Store streamlines the following repeated operations:

Online subscription and registration of your client companies (quick customer on-boarding)

Online subscriptions inventory RTU-CONNECT: live reporting of RTU (Right-To-Use) consumption from 8770 Local

Agent (called RTU-AGENT) to the Online collector in the Business Store Automated notification of missing/pending reports Online visibility of monthly collected RTUs with history and finally, Online detailed and global monthly billing, including Extract to interface with your

own BSS

Benefits End-users benefit from the latest new features of the OpenTouch Business Edition

through transparent software upgrades A modular licensing model allows to add different options for each user, invoiced

on a consumption basis, where only the active licenses are charged Allows businesses to adapt to changing circumstances any time with no penalty Dramatically reduces up-front costs with exceptional flexibility

[End of response]



5 Service Offerings For Golden RFP[SO: OXE 12.2.x – OT 2.3.x] [OpenTouch Enterprise Cloud] Apart from your software and hardware products, why should I choose you instead of one or your competitors?


Enterprise Services OverviewBy choosing ALE International, you rely on the knowledge and expertise of a global team of integration, development and support specialists in solutions for enterprise communications. For optimal system integration, a wide range of integration services are available for business partners from the ALE International Professional Services’ team – from planning and designing to assessing and migrating your communication solution. If you need to enrich your solution with value-added features, we offer ready-to-use, off-the-shelf applications for businesses, contact centers or network management. If further customization is required to adapt a standard solution, our development team can customize applications to your specific needs.

With our hardware and software support services you get a quick and effective response to secure the operation of your communication system and protect your investments. Support Services provide the operational security and insurance you need to ensure your communications and network infrastructure runs smoothly.Professional ServicesIntegration Services

Our worldwide team of Professional Service consultants range from business consulting, solution design, turnkey installation to global-scale deployments of communication solutions. Business partners also draw on our proven expertise and best practices in project management to minimize risks during implementation, save time and costs for a seamless and secure transition.With ALE International Integration Services, business partners get the best suited assistance to ensure a secure, cost-effective transformation of your communication infrastructure. Our services cover all the build and run phases of all projects: plan & design, integrate &

deploy, assess & migrate.

Plan & design Business and technical consulting Mentoring Proof of concept



Architecture audit and consulting Site survey Design validation Solution design

Integrate & deploy Application development and customization Acceptance tests Staging Coaching On-site assistance Remote assistance Resident engineer Project management

o Project management, technical account managemento Global project management

Assess & migrate Toll fraud prevention audit Health check Network assessment

Application ServicesApplication Services offer an assessment of your specific requirements and suggest recommendations of tailored solutions to address these needs. You can choose from a one-stop-shop of an Off-the-shelf application or a specifically customized application tailored to your exact need. ALE International is unique for its agile and iterative methodology for software and applications development. This flexible, people-orientated process offers customers continuous communication, repeated review and frequent delivery to short timelines.

Customized applicationsALE International Services has an excellent track record in:

Developments: specific environments and computer- telephony integrations. Customizations: software customization and integration with local CRMs.

Customization of client e-mail templates with unified communications solutions. Scripts: IVR, routing strategies.



Off-the-Shelf applications The Off-the-Shelf application portfolio is a highly flexible set of pre-packaged, pre-tested, ready-to-use, customer-focused applications for end-user phones and desktops, contact centers and network management. SUPPORT SERVICESOverview

Support Services provide customer communications and network infrastructures with timely maintenance, strong commitment on resolution time and the latest upgrades for software.With technical assistance and application upgrades, Support Services keep systems running to the highest standard and with optimal efficiency. Software maintenance expenses are combined in one annual (or multiyear) contract, giving you greater control of your expenditure.Customers gain the advantages of consistent reliable performance and an increased return on investment.

Software SupportThe ALE International Solution Premier Service (SPS) provides complete protection and evolution for your OmniPCX Enterprise™, and OpenTouch™ systems and communication applications. It delivers essential software maintenance and the latest upgrade to ensure everything is running at peak efficiency and capacity. All problems are diagnosed and corrected under best-in-class SLAs, which ensure that a consistent and appropriate level of service is delivered anytime, anywhere to all our partners. With SPS, all your ALE International systems and applications are covered by one contract and with one payment, reducing your administrative burden. An SPS contract ensures you have fixed operating expenditures (OPEX) through predictable annual fees for upgrades and support. It provides stable pricing for multiple years with set contract renewal costs. And it can deliver double-digit savings on software upgrade costs. In addition, by turning software evolution capital expenditures (CAPEX) into predictable OPEX, costs are amortized over the life of the communication solution.Benefits

Comprehensive support delivered by highly skilled technical experts from the ALE International Technical Assistance Centers (TACs) and Technical Expertise Centers (TECs).

Problem diagnosis and correction services, which ALE International provides under best-in-class SLAs and committed response and resolution time to partners

Business partner notification of software patches and maintenance releases Immediate access to all major product enhancements and minor software releases Business partners are fully backed up, around-the-clock, by unlimited access to

ALE International Level 3 support — under strict SLAs — and access to the ALE



International documentation and incidents’ knowledge baseHardware supportThe ALE International Hardware Support Services make it easier to maintain the stability and performance of your solutions. Our Hardware Support policy avoids or minimizes business disruptions.Hardware warranty is delivered according to two service levels:

Return-to-Factory (RTF)We repair parts within ten working days (excluding transport) from reception of the faulty part at the ALE International warehouse.

Advanced Replacement (AVR)We replace parts within one working day (excluding transport) from the time of receipt of the eService Request at the ALE International Support Center.

[End of response]

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