Maybe its just me, but it seems like
almost every week theres a new PBX alternative, or at least a new name
for last weeks PBX alternative. We even have trouble when were
looking to cover a particular industry segment in the news one persons
PC-PBX is another persons IP-PBX is another persons voice/data
switch. A little more than a year ago (in the December
1998 issue of CTI), I wrote a piece titled Pondering PC-PBX
Permutations that provided an overview of the PC-PBX market. Tom
Keating and I also tried to sort out some of the confusion over terms in
this space. With this article, Id like to revisit some of those
products catch up with them, so to speak, and see what theyve
experienced and how theyve changed in the past year.
AltiGen
AltiGen has recently made its
AltiServ OE 3.5 edition available, and the new version with its advanced
feature set is available as a free upgrade to current AltiServ OE
customers. Pricing will be the same as the 3.0 edition for new customers.
The 3.5 edition adds enhanced functionality to the AltiServ product
line in three key areas: toll-quality VoIP, ACD, and Web-based call
integration. AltiServ OE 3.5 is based on AltiGens Intersect Strategic
Vision announcement, providing small to medium-sized businesses (SMBs)
with a migration path to move towards an IP-based voice network in their
own timeframe. Companies interested in VoIP purely for its money-saving
attribute now can rest assured that they will be making available a whole
raft of new features at the same time.
Artisoft
Artisofts TeleVantage was
upgraded at the end of 1999 to the 3.0 version. The new version adds
support for VoIP, ISDN, and a Web browser interface allowing users to
check voice mail or manage their personal account via the Internet
independent of browser or platform. ISDN support is now available for up
to 96 trunks and 264 extensions, allowing SMBs tremendous scalability as
they expand. TeleVantage 3.0 now supports digital T/E-1 over a variety of
protocols, including ISDN.
Additionally, the 3.0 version synchronizes with Microsoft Exchange to
provide unified messaging capabilities, and it integrates with Artisofts
Visual Voice app-gen so that users can extend and customize the
capabilities of their phone system.
More recently, Artisoft has announced an alliance with GoldMine Software
which provides an integrated CRM solution. The coupling of these two
products provides users with the appropriate GoldMine information on
incoming phone calls, as well as allowing phone calls to be made directly
from within GoldMine.
Buffalo International
In late 1999, Buffalo International announced the availability of
JavaBeans as part of their SDK for their Object Telephony Server (OTS-NT).
This allows developers to easily develop Java client applications for OTS-NT.
Previously Buffalos API could only be accessed directly through TCP/IP
or from Windows applications using COM/ActiveX controls.
Since Java runs on multiple platforms, the support of JavaBeans and
Java development opens a new realm of opportunity for third-party
developers looking to build telephony-enabled applications on the OTS
platform. Also, JavaBeans and Java applications dont require
applications to work from the same physical location as the telephony
server, which is especially important for those considering deploying a
distributed contact center model.
Earlier in 1999, Buffalo International also announced that the OTS
platform would support IP telephony, making it easier for call centers to
link up remote sites with each other.
COM2001.com
COM2001.com's Internet PBX has been growing as well over the past year,
and two recent additions to its feature set are a new call center ACD
module and an operators console. Both of these enhancements to the
InternetPBX were announced at the Fall 1999 CTI EXPO (now Communications
Solutions EXPO). The call center ACD module is designed for
small to medium-sized call centers and allows agents to see who is waiting
in their queue, while also allowing supervisors to listen in, whisper, and
barge in during conversations. The module also handles all logging and
monitoring of incoming calls.
The operators console allows a single user to manage, monitor, and
answer calls from anywhere in the virtual organization. Additionally,
real-time call control and caller identification-related tasks can be
handled regardless of the specific phone set being used.
e-Voice
e-Voice has been very busy
this past year, with numerous announcements regarding both their
evoice3000 and evoice2000 platforms. For the purposes of this article, I
will be focusing on the evoice3000.
At our fall show, e-Voice announced the release of a new VoIP board and
VoIP capability in the evoice3000. The board, the evoip48, supports up to
48 ports in a single PCI card, plus it allows support of PC-to-phone calls
over IP using NetMeeting. The board supports the compression algorithms
ITU.723.1 and G.729A.
By adding the VoIP option to the evoice3000, enterprises can cut their
communications costs significantly by routing inter-office calls over the
Internet and between local servers. Also, eVoice3000 supports detailed
calling logs, allowing a system admin to log, archive, and sort calls as
necessary for billing and recording purposes.
More recently, e-Voice has announced that they will be debuting a Linux
version of evoice3000. At the time we went to press, the exact versions of
Linux that e-Voice would be working with were not fully established, but
they did say that they plan to support Red Hats 6.0 and 6.1 versions of
the OS. Anyone who read my February Enabling Technologies piece should
take note of this announcement as another example of Linux making inroads
not just in words alone, but in actual implementation.
Hewlett-Packard
Hewlett-Packard is a relatively new
player in the PC-PBX market so new that they werent represented in
the piece I did in December 1998. But when a company as big as HP gets
involved in a market, you know that the market has moved beyond the
hobbyist stage and into the mainstream. The HP Business Communications
Server (HP BCS) is the result of a collaboration between Nortel,
Microsoft, Intel, and HP, and it is aimed at SMBs or larger enterprises
looking for alternatives for remote office communications.
Given its relative newness to the market, a brief overview of the HP
BCS seems in order. The HP BCS runs on an Intel Pentium II 400 MHz CPU,
and the system has 128 MB RAM and a 9.1 GB hard drive. The system runs on
Microsoft Windows NT Server 4.0, and the basic configuration includes 16
user licenses for basic messaging and telephony, a remote access modem,
network management tools, and media services card. Digital phone stations
must be purchased separately.
One of the key selling features of the HP BCS is that it will be backed
by HPs service and support program, providing experienced support to
both customers and resellers. Additionally, in December Hewlett-Packard
announced the BCS Solution Partner Program, through which HP can provide
customers with additional tools and applications to meet their specific
communications needs. And finally, HP recently signed an agreement with
Decisif to distribute an SDK for the HP BCS. The SDK allows developers to
use familiar programming languages (Visual Basic, C, C++) to create
applications that will integrate with the HP BCS.
Interactive Intelligence
Early in 2000, Interactive
Intelligence announced their latest upgrade to the ever-popular Enterprise
Interaction Center (EIC). This new version EIC 1.3-B specifically
addresses the service provider market by extending e-mail support to any
platform that supports SMTP and IMAP protocols. Previously EIC had
supported Microsoft Exchange Server and Lotus Notes. The upgrade extends
support to Novell Groupwise and Sun/Netscape Messaging Server, as well as
other platforms. Additionally, EIC servers can be deployed in N+1
configurations for load balancing and fault tolerance again, an
important ability for service providers considering deploying EIC in their
networks.
EIC 1.3-B also adds support for LDAP (lightweight directory access
protocol) for integration with existing and new directories. This move is
in keeping with Interactive Intelligences desire to replace closed,
proprietary products with open, extensible solutions that dont lock an
enterprise or service provider in to a particular vendors products or
services.
Picazo
Picazo Communications has announced
the release a fully integrated Linux server-based PBX for the SMB market.
Built on the well known reliability of the Linux operating system, the
LinBX will be designed to provide users with plug-and-play ease of use in
addition to advanced functionality and switching capabilities.
One of the central ideas behind the PC-PBX is that it provides an open
platform for developers, and what platform could be more open than one
that runs on Linux? Picazo bills the LinBX as a lean, powerful solution,
and if it runs on Linux that isnt hard to believe. The LinBX also
allows extensive third-party developer support, and can be managed
remotely using any standard Web browser.
Mixing It Up
This is by no means an exhaustive list of all the news thats taken
place in the world of the PC-PBX since last year, but it does give you an
idea of how this market segment in growing. Early on, PC-PBXs seemed aimed
mainly at providing very basic PBX functions at a drastically lower price
and on an open platform. In fact, there was criticism of the PC-PBX as
offering too little in the way of options for users. Whether that was ever
really true or not, it is certainly not the case any longer, and these
announcements and upgrades reveal some of the potential of the PC platform
as an alternative to a traditional PBX. They also show that competition
between platforms is not happening solely in realm of price, but in the
areas of customization, enhanced features, and third-party development as
well.
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