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TitleSubtitle
Meridian 1Meridian 1
Cont.
Objectives
At the end of this unit, you will be able to:
Position the Meridian 1 system portfolio
Describe the features and characteristics of Option 11C Compact, Option 11C Mini, Option 11C, Option 51C through 81C, and Option 81C Fiber Network Fabric (FNF)
Describe how Meridian 1 enables multiple applications in the Unified Network solution
Review Meridian Mail and CallPilot benefits
Objectives
Identify customer Unified Network solutions using CallPilot
Describe benefits and features of the Symposium portfolio
Provide Symposium solutions within a Unified Network configuration
Identify key IP telephony applications
Describe Meridian Integrated Services and Meridian 1 management and administration
Provide Meridian solutions within a Unified Network configuration
Meridian 1
Nortel Networks #1 in global market share for customer premise equipment - 16.5% (Source: Dataquest, December 1998)
Global digital product line 25+ million lines in 150 countries
Scalable portfolio - Supports 30 ports to 20,000 ports
Comprehensive set of feature & desktop offerings
Over 450 features available with Release 24 to address a variety of horizontal and vertical applications
Wired/Wireless
Computer/Telephony
Mixed-Media and Web Browser
Recognized as industry leader in investment protection or Evergreen
Processing
Operating System
Interconnect
Switching
Access
Transport
Call Control
Management
ATM /Frame Relay Transport Standard methods of remoting
Supports industry standard APIs
IPE Line/Trunk Cards Digital, Wireless Phones T1, ISDN
Standard Platform with Windows 95 SNMP
TDM/PCM
Ethernet between application processors & switch
Standard Development Language Commercial OS
Commercial processors Distributed processing
ATM
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MeridianMeridianMeridian
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Progressive Evolution of the Meridian 1
11C61C
51C
81C
Core/NetworkCore/NetworkNetworkNetwork
Core/NetworkCore/Network
IPEIPE
IPE
IPEIPE
NetworkNetwork
Core/NetworkCore/NetworkCore/NetworkCore/Network
Core/NetworkCore/Network
IPEIPE
11C Mini
Meridian 1 System Portfolio
Option 11C and 11C Mini . . . . . . . 700 PortsOption 51C . . . . . . . . . . . . . . . . . . . 1,000 Ports
Option 61C (Redundant) . . . . . . . . . . 2,000 PortsOption 81C (Redundant) . . . . . . . . . . . 16,000 Ports
IPEIPENetworkNetwork NetworkNetwork
Option 11C Mini Marketing Objectives
Enterprise Customer
Branch Offices, Call Centers, Remote Sites, and Single Sites
16 to 160 ports in one Main cabinet
Can expand to 700 ports
Rack Mountable
Competitively Priced
Evergreen Solution
48-port DLC only
Main chassis
Expander chassis
Power Supply
4 IPE cardslots 1-4
Mini System Controller
Power Supply
Inter chassisCabling
Inter chassisCabling
4 IPE card slots 7-10
Option 11C Mini Selling Points
Option 11C
Well suited for single & multi-site customers who desire more advanced PBX applications Expandable up to 700 ports with 5 cabinet configuration
50 universal card slots
Motorola-based 68040 commercial processor with field upgradeable Single In-Line Memory Modules (SIMMs)
PCMCIA Interface 10Mbps Ethernet port for System Management and Server-based
Applications Distributed architecture
Expansion cabinets can be located up to 3km (2 miles) from main
Digital trunk/primary rate interface connections 68040 Commercial Processor
Software Features Reside on Software Daughterboard within Call Processor
Cont.
Option 11C
Core/Network Module
Network
Core/Network ModuleCore/Network Module
Intelligent Peripheral Equipment
Option 51C
Core/Network Module
Intelligent Peripheral Equipment
Core/Network Module
Option 61C Option 81C
Option 51C < 1,000Option 51C < 1,000 Option 61C < 2,000Option 61C < 2,000 Option 81C < 16,000+Option 81C < 16,000+
Options 51C Through 81C Common Core/Network architecture protects investment
Single Core/Network Module with Option 51C provides cost-effective switching up to 1000 Ports (800 ports + applications + trunks)
Options 61C & 81C offer redundant Core Complex for mission critical applications
Option 81C employs InterGroup Module to support up to 10,000 ports (8,000 ports + applications + trunks)
Option 81C NCE supports up to 16,000 ports (12,000 ports + applications + trunks)
Network
Intelligent Peripheral Equipment
Intelligent Peripheral Equipment
Option 81C Fiber Network Fabric (FNF)
Increased Network Capacity Supports growth up to 8 network groups
60% increase in port capacity without the cost of adding a second switch
60% increase in trunk capacity for large call centers and tandem switches
Extends Protection of Customer Investment Incremental upgrade path to add network capacity
Avoid maintenance costs of multiple switch support
Target Market Large switches greater than 6000 lines; Large call centers;
Tandem switches
For Data Networks For Voice Networks
Clients PCs Digital Telephones
Accessto
Network
Layer 2 Switches(Workgroup Hub)
Intelligent PeripheralEquipment (IPE)
(Line and Trunk Cards)
Switching Packet SwitchingWith Layer 3
Switches and Routers
Time Division Multiplexing (TDM),Segmented Bus Extension (SBE),
WAN Access
Commandand Control
Servers Core Communications ComplexMeridian Integrated Services
Management Optivity, OMS,HP Openview
Meridian Administration Tool (MAT)
BuildingBlocks
Applications MS Word, Excel,PowerPoint
M1 Core Software (X11),HomeOffice II, Meridian Mail, Remote
Services
Building Blocks for Voice and Data Networks Framework for Discussion
MeridianMeridianMeridian
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CTX Access
Auto Dial
Status
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Display
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Clients Meridian Digital Telephone Portfolio
WAN Networking with Meridian 1
Routing Through a Public Carrier Network with Meridian 1
Open Architecture Provides Access to Public Switched Telephony Network (PSTN)
Connecting to Another Site in a Private Network with ISDN PRI
Offers Feature Transparency
Simplifies Dialing Plans
Multivendor PBX Support with ISDN Q.Sig
CallPilot, Meridian Mail,Symposium IVR
Solutions
Computer. Call Dave
Calling Dave
TelecommuterSolutions
withMeridian HomeOffice II
Mobility/WirelessSolutions
System Management
Solutionswith MAT
Internet AccessCall Center Solutions
IP Telephony Solutionswith Meridian ITG and IP
Telecommuter
WAN
NetworkingSolutions
Voice Communications
Solutions
Meridian 1 Enables Multiple Applications
Meridian 1 Applications
Meridian Mail
Meridian Mail NetGateway
Symposium Messenger
CallPilot
Symposium Call Center Server
Symposium WebResponse Server
Periphonics Interactive Voice Response (IVR)
Unified Network
Benefits
Operational Simplicity Operational Simplicity and Application Optimized and Application Optimized
PerformancePerformance
Reduce cost,Reduce cost,complexity andcomplexity and
increase reliabilityincrease reliability
Increase productivity and Increase productivity and profitabilityprofitability
Meridian Mail A Global Leader
43,000+ systems installed
Over 65% of all Meridian 1 Customers use Meridian Mail
Translated into 30 languages
Common software stream for all models
Evergreen philosophy (database and platform migration)
Meridian Mail
Meridian MailVoice/fax messaging system
Compatible with Meridian 1, SL-100, DMS, third party PBX
Provides a mailbox to send/receive messages
Message access DTMF Digital sets Desktop PC (Symposium Messenger) Web (Symposium Messenger)
Cont.
Meridian Mail
Meridian Mail
Various advanced messaging applications Voice Menus Remote Notification Fax-On-Demand
Network with other messaging systems
Scalable from 4-96 ports (Meridian 1)
Meridian Mail NetGateway
Meridian Mail NetGateway
Extends networking capabilities of Meridian Mail
Exchange messages over IP network Intranet Internet
Customer-supplied server
Converts voice messages into e-mail format for transport Voice Profile for Internet Messaging (VPIM)
Cont.
Meridian Mail NetGateway
Meridian Mail
Meridian Mail NetGateway
Other VPIM-complaint systems
Norstar 3.0Meridian Mail (w/NetGateway)
Internet or Intranet
Voice Connection
Cont.
Meridian Mail NetGateway
Meridian Mail NetGateway Benefits
Toll bypass
Reuse existing data network infrastructure Greater bandwidth Already paid for?
Reduced telephony expenses Trunks Ports
Symposium Messenger
Symposium Messenger
Provides Unified Messaging for Meridian Mail Voice messages Fax messages E-mail messages
Access messages through e-mail client interface or through a Web browser
Cont.
Symposium Messenger
E-mail ClientsE-Mail ClientsSystem
Management
User LAN
Voice Network
SymposiumMessenger
Email Server
MeridianMail
Voice Connection
CallPilot
CallPilot
Next evolution of messaging
More than voice mail Integrated Voice/Fax Mailbox Speech Activated User Interface Enhanced Unified Messaging & Digital Networking Web-based messaging Enhanced Operations Administration & Maintenance All in one server
Supports Meridian 1, SL-100, and DMS platforms
Cont.
CallPilot
Utilizes Industry Standard Components Windows NT 4.0 Pentium-based processors Industry standard networking
protocols
Ensures investment protection Replicate Meridian Mail commands
and naming conventions = minimal re-training
Database migration tools to reduce costs
Message playback through PC or phone
CallPilot Desktop Messaging
CallPilot Web-Based Messaging
CallPilot Platforms
CallPilot IPE 4-24 Channels Up to 200 Hours storage Fits inside a Meridian 1
CallPilot IPE 4-96 Channels Up to 1000 Hours storage
CallPilot Rack Server 4-96 Channels Up to 1000 Hours storage Built-in redundancy
CallPilot Architecture
E-mail ClientsE-Mail ClientsSystem
Management
Dedicated LAN
User LAN
Voice Network
E-MailServer
Digital Voice Connections
CallPilot OA&M
CallPilot Benefits
Unified Messaging Reduces Costs Fewer fax machines Fewer faxes printed Increased productivity
Single Voice/Fax Mailbox saves DID costs
IP Networking Saves Transmission Costs
Simplified Usage = Reduced Training Speech Activated Messaging Unified Messaging Web-based access to messages
Save MoneySave Money
Powerful, Easy to Use Administration Graphical interfaces + comprehensive
on-line help REDUCES training & REDUCES administrative time
Single location for administration and application
Symposium Portfolio
Building Customer Relationships
MultimediaCall Center Call Center
Server
Express Call Center
Periphonics IVR
WebResponse Server
Desktop
Symposium Agent
SCCS/SECC Supervisor
GRTD
SYMON View
Call Manager
Home Office II
iRemote
Multimedia Toolkits
Communicator
TAPI Service Provider
IVR Developer Toolkit
ProfessionalServices
Business Consulting
Implementation
Support
Optimization
Design & Development
Partners Program
TCS -Scheduling
Comverse -Agent Monitoring
SYMON -Wallboards
Co-marketed
Nortel Tested
Nortel Triaged
Internet
World WideWeb
Traditional Phone
Video
AccessAccess AgentsAgentsNetworksNetworks
PublicAccess
Solutions
SwitchCustomer
Information
ManagementSystems
AutomatedAgents
SystemsSystems
PSTN
Web Servers
Transformation to a Multimedia Call Center
Symposium Call Center Server Cornerstone call center application
Client/server architecture
Single server Reporting Call Routing CTI interface
Rich scripting language that allows great call routing flexibility
Advanced skills-based routing to enable great individual call treatment
Reports and displays to help better manage call center operations
Cont.
Symposium Call Center Server
Symposium Call Center Server
Symposium Call Center Server
Provides real-time statistics for other applications Computer Telephony Integration (CTI) Web integration
Supported on DMS, Meridian SL-100 (MSL), and Meridian 1
Network skills-based routing for Meridian 1
Symposium Call Center Server Architecture
Agents
SystemManagement
Dedicated LAN
User LAN
Voice Network
Symposium Call Center Server
Other Applications Wallboards IVR CTI Applications Web Response
Symposium Call Center Server OA&M
Sales 5 00:00:20 00:00:32 10 8 12
Marketing 1 00:00:05 00:00:10 20 3 5
Services 15 00:00:50 00:00:32 18 6 22
Accounting 1 00:00:15 00:00:18 50 2 10
Maintenance 12 00:01:00 00:01:20 20 6 8
15
Skillset Name Calls Waiting Total Wait Time Max Wait Time Total Ans Delay Agent Service Total Calls Ans
User Name Service Marketing Sales Accounting Help Maintenance
Symposium Call Center Server Displays
Symposium Call Center Server Networking
Network Skills-Based Routing
Network of multiple Symposium Call Center Servers
Skillsets spanning multiple Symposium Call Center Servers Larger pool of agents Greater flexibility in call routing
Multiple sites Utilizes M1 Network ACD
Routing Software Utilize IP network and ISDN
Symposium WebResponse Server
Symposium WebResponse Server
Software-only Internet call center solution
Standards-based
Customer-supplied server
E-mail management system Routes e-mails / web requests to
agents Reports and displays to manage e-mail
traffic/agents Supports Microsoft Exchange and
Lotus Notes 1-2-3Cont.
Internet EnabledCall Center
Symposium WebResponse Server
Symposium WebResponse ServerIntegrates the call center
with the web to support eCommerce initiatives and interactive applications Integrated e-mail Auto response Text chat Push page Voice over IP
Utilizes web browser interface
WWW
SymposiumWebResponse
ServerWeb
Server
SymposiumCall Center
Server
Symposium WebResponse
Agent
Customer
User LAN
Symposium WebResponse Server Architecture
Symposium WebResponse Server Client Interface
Skillset
Request Details
Action Buttons
Requests
Symposium WebResponse Server OA&M Interface
Periphonics IVR
What does Periphonics IVR do? Answers the phone
24 hours a day, 7 days a week
Talks to callers Greetings, provides information, prompts, and menu options
Triage callers Collects information about the callers needs to determine service
request type or resources needed
Executes Request Resolution logic Retrieves data from host databases or determines required skillset
Presents solution Reads database or host application information to callers, sends a fax,
routes to a skillset
Periphonics IVR Features
Traditional IVR Features
Voice Menus
Interactive applications
Fax-On-Demand
Multimedia Features
Automatic Speech Recognition
Text-to-Speech
Computer Telephony Integration (CTI)
Web Integration
Periphonics IVR
WEB Caller
AGENT
WWW
Server
Call Center
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Periphonics IVR Web Integration
A customer from a Web PC is surfing the net and needs details from a human agent
The Web customer selects a button indicating a need for a phone call back from the owner of the Web page
The Web session prompts for a phone number and passes this to the Periphonics IVR
Periphonics IVR then places an outcall to the Web customer and conferences a human agent
WWW
Periphonics IVR
WebServer
SymposiumCall Center
Server
Customer
Voice Lines
User LAN
Periphonics IVR Architecture
Periphonics IVR Benefits
Customers are treated as individuals with focus on relationship management instead of transaction management
Customer decides how their request is handled:
Live agent (or agent of their choice)
Self-Service IVR (touch tone, ADSI, or speech), Fax back
Improved responsiveness and higher levels of service
Customer gets what they want, when they want it
Speech Recognition
End Customer Values for Customer Relationship Management
Customers are treated as individuals with focus on relationship management instead of transaction management
Customer decides how their request is handled: Live agent (or agent of their choice)
Self-Service IVR (touch tone, ADSI, or speech), Fax back
Web pages, e-forms, Call Backs, Text Chat, e-mail, VoIP
VIP caller treatment - customized messages, prioritization in the queue, agent customer intelligence
Improved responsiveness and higher levels of service Customer gets what they want, when they want it
FaxVoice Mail
Non-Real Time Communications
e-CommerceInnovative
ApplicationsReal-time
Communications
Text, Chat,Push-Pull
Web Service
Private IP networkInternet
IP Access and Applications
Cost-effective, access to multimedia Less expensive, simplified, and unified networks
Modular, scalable, plug-and-play
Incremental migration to Internet-enabled Enterprise
IP LAN/WAN
Future
IP-based NetworkedTelephony Services
Small SitePhysical Integration
LegacyAccess Modules
Dist. Apps SvrsDistributedGatekeeper
IP Phones
IPPhones
UNIFIEDMgmtDirectoryPolicy IP Appliances
Hybrid Circuit/Packet Telephony
PBX
VoIP
KSApps
Small SitePhysical Integration
IntegratedManagementDirectories
Transition Period
PBX / KSApps Svr
VoIP, RouterIntegrated Mgmt
Non-RealTime
Communications e-commerceReal-time
Communications
Fax
E-mailVoice Mail
Innovative Applications
Press here to order
now
s Meridian Mail NetGatewayCall Pilot
s IP Telephony Phone/Fax Gateway
s Meridian Integrated IP Telephony Gateway
s Meridian IP Telecommuter
s Symposium WebResponse Server
Private IP networkInternet
Nortel Networks Leads the Market in IP Telephony Solutions
IP Line ConnectivityMeridian IP Telecommuter
IP Trunk ConnectivityMeridian Integrated IP Telephony Gateway
Private IP data network
(intranet)
PSTN/Private Network
(traditional)
Meridian IP Telephony Solutions
Flexibility to support desktop and network IP Telephony
Migration to IP with reliability and feature-rich voice processing applications
Main SiteRemote Site
Remote Site
*Exact Distance Dependent Upon Delay and/or Loss Budget
Remote Services Portfolio
Fiber Remote & Fiber Remote Multi-IPE Ideal for campus environments or high rise buildings with
Right-of-Way Distances up to 25 mi. (40km) away from main possible*
Carrier Remote & Mini-Carrier Remote Businesses spread across multiple geographic locations where
no Right-of-Way exists Up to 4000 mi. (6437 km) from main possible*
Benefits All users can access same features & services
Reduction in operating costs
Single dialing plan
***Office Profile for Richard Moore***PDN 2889 8:00 am to 5:00 pm
CLID (Caller) Lists Destination ListsFriends: (415) 969-5383 Find me now: 2889
5018 (408)565-3576444-8538
Boss: 2669 Secretary: 2960Golfers: 2053 Office Only: 2889
732-7830 3000Hostile: (408) 245-2176 Voice Mail: 3000
Meridian Integrated Services
One-number-follow-me with Personal Call Director (MIPCD) Meridian 1 intelligence routes, prioritizes, and
screens calls based on personal criteria
Users schedule conferences with Web GUI using Conference Bridge (MICB) Productivity enhanced with automatic dial-up of
conferees and automated roll-call
Easily administer Music on Hold and Recorded Announcements (MIRAN) anywhere Downloadable .wav files with LAN connection
Route faxes and calls fast to sales, service and emergency with multi-featured automated attendant, ACD Front-end Call Handler, and Intelligent RAN (MICA)
Increasing portfolio of applications Integrated system management solution Windows 95 and Windows NT 4.0 Management architecture integrated for
both M1 and applications
Improved productivity through rapid communications via PPP and Ethernet
Manage up to 500 Meridian 1s Continued standardization of applications SNMP Support
MAT TCP / IP viaPPP or
Ethernet
Station Administration
Traffic Analysis
ESN (CDP)
Alarm/Fault Management
Call Accounting
Call Tracking (Toll Fraud)
Maintenance Windows
MAT Release 6 Evolution of the Management System for Meridian 1 PBXs and Applications
Nortel Networks Management Standard
Meridian 1
Micro-cellular
Symposium
M1 Core
MeridianPassport
Web-Accessible Management
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Key Competitive AdvantageKey Competitive Advantage
Unified Management
Optivity Telephony Manager Single integrated management
platform - monitor health of entire enterprise
Remote alarm notification & browser-based administration for faster problem resolution
Timesaving Switch Inventory
Eliminate multiple database entries with LDAP interface
Build on strengths of Optivity and Meridian
WAN
MeridianCase Study
Meridian Case StudyCustomer Existing Network - Before
IBMHost
PBX
Branch Of
fice
Branch Of
fice
Headquart
ers
Meridian 1
Router
File Server
Terminal
PC
Cluster
Controlle
r
PC
Public Telephone Network
Meridian 1
Public Telephone Network
Router
Public Telephone Network
Router
Legacy D
ata
Public Frame Relay
Cont.
Review
How would you position the Meridian 1 system portfolio?
What are the features and characteristics of Option 11C Mini, Option 11C, Option 51C through 81C, and Option 81C Fiber Network Fabric (FNF)?
How does the Meridian 1 enable multiple applications in the Unified Network solution?
What are the benefits of Meridian Mail and CallPilot?
Review
What are the customer Unified Network solutions using CallPilot?
What are the features and benefits of the Symposium portfolio?
What are the Symposium solutions within a Unified Network configuration?
What are the key IP telephony applications?
Describe Meridian Integrated Services and Meridian 1 management and administration.
What are the Meridian solutions within a Unified Network configuration?
