[Go To MediaPath's Core Applications]
[Go To MediaPath Pros And Cons]
The MediaPath server, designed specifically for small businesses and
workgroups of up to 96 users, integrates PBX functionality with messaging and other
NT-based applications across the NT LAN environment. In addition to providing core voice
applications (see the sidebar entitled MediaPath’s Core Applications),
MediaPath constitutes a flexible application development environment. This environment,
through its support for open standards (such as TAPI and WAVE), accommodates the
development efforts of MediaPath partners, who broaden the range of MediaPath options by
creating solutions such as unified messaging and help desk applications.
One MediaPath partner, Digital, wrote a unified messaging application for
the MediaPath plat form called the Integrated Telecommunications Services for Microsoft
Exchange (ITSME). It provides voice messaging functionality and the integration and
administration of other services, including fax. MediaPath is, in fact, tightly integrated
with Microsoft Exchange, storing voice mail messages within the Exchange inbox, as well as
supporting desktop call control, or "PC-as-phone" functionality.
As a standards-based, developer-friendly, telecom-ready server, Media-Path
is a vehicle for the delivery of integrated multimedia systems and workgroup applications.
Hence, MediaPath represents an opportunity to VARs and systems integrators, who may add or
customize voice applications to meet customer-specific requirements.
INSTALLATION
Installation was moderately easy. On the MediaPath server, we hooked up some phone
extensions; on the Exchange server (which was included on the MediaPath server), we set up
some test voice mail boxes. Next, we prepared a Windows 95 client to integrate with the
server. We installed the client software and tried running one of the application
programs, a PC-phone application. To our disappointment, however, we received an error
message.
Fortunately, a Mitel representative who assisted us during installation knew
exactly what the error message meant, and he helped us fix the problem in less than 10
minutes. (The problem: a conflict in the Microsoft Access run-time DLLs used by MediaPath
and the DLLs already installed on our machines. For the solution, see the Operational
Testing section.) Once we got past this snag, we were able to exe cute all of the
MediaPath applications.
We should note that with this product, installation is seldom an issue, at least for
users. The MediaPath server, thanks to Mitel’s partnership with IBM, Ingram Micro,
and Tech Data, has been prepared for mainstream distribution as a preconfigured CTI
solution. The solution, which will be available as a soft bundle from Ingram Micro, Tech
Data, and others, will include the following: MediaPath’s telephony boards and
software; IBM’s passive backplane systems for computer telephony; and
Microsoft’s Windows NT.
The soft bundle is designed to enable value-added resellers (VARs) and systems
integrators to offer their customers a complete, easy-to-implement computer-telephony
solution. Of course, simplicity for the customers is gained by leaving the installation of
hardware and software to the VARs, but all the same, installation isn’t so difficult
that it would prevent VARs from setting up a system fairly quickly.
FEATURES
Telecom System Features
Call park, remote retrieve.
Paging, night bell.
TAFAS.
Music on hold.
Automatic route selection.
Trunk groups, hunt groups.
Queuing.
Station Message Detail Recording (SMDR).
Toll restriction
Telecom Administration Features
Single point of control.
GUI-based programming.
Centralized adds, moves, and changes.
SMDR output, call logging.
General Features
Text-to-speech over phone.
Desktop call control: transferring, dialing, conferencing.
Access to voice mail, faxes, and e-mail.
Core Switching Software
Call control, media switching, resource management.
PBX capabilities (call hold, call park, call forward, conference, etc.)
System administration.
Network Interface Services
Analog trunks, digital trunks, ISDN, analog telephone sets.
Applications Support
- Supports third-party Microsoft TAPI applications (voice messaging, unified messaging,
help desk, etc.)
System Capacity
- Up to 144 ports (96 extensions, 48 trunks)
OPERATIONAL TESTING
When we tried to execute one of the applications, we received some error messages. We
couldn’t run the program. Luckily, we didn’t have to struggle to figure out what
was wrong. We had a Mitel representative in the lab with us, and he knew right away what
the problem was.
MediaPath uses an Access database that currently works only with an older version of
Access. Thus, the Access run-time DLLs used by MediaPath conform to an older version of
Access. These older run-time DLLs conflicted with the newer version of Access we had
installed (Office97’s Access). We had to uninstall the newer Access program, and then
reinstall the Mitel software, which included the Access run-time DLLs. After that,
everything went smoothly.
We doubt this problem would crop up very often. That is, in most cases, the
administration machine would not have Access 97 installed. Regardless, we hope that Mitel
includes (if it hasn’t included it already) a release note or something in the
documentation to warn installers of this minor problem.
Desktop Call Control
We configured the Windows 95 client to use MediaPath Phone 4000, and then we set up the
voice mail number, external access prefixes, speed dials, and other settings from one
central administration screen (Figure 14). Once every thing was configured, from the GUI,
we dialed another extension hooked into the MediaPath server. This dialing can be
accomplished in two ways. First, you can manually enter the number. Second, you can open
the address book that is linked to your Microsoft Exchange address book. After popping up
the address book, you can double-click on one of your co-worker’s (or personal
contact’s) names to automatically dial that person. The GUI for calling individuals,
call control, conferencing, and accessing the address book is shown in Figure 15. Another
desktop call control feature we looked at was Mitel’s attendant program. This
application lets an attendant monitor and manage incoming calls. For example, it lets the
attendant transfer a caller to voice mail, transfer a caller to the appropriate extension,
or set up a conference call.
Reporting
With any sort of PBX system, reporting is an essential tool. Without it, keeping track of
phone usage or detecting improper usage is difficult, if not impossible. With MediaPath,
tracking phone usage is accomplished via Station Message Detail Recording (SMDR). Thanks
to this feature, you can use an Access database and an Access run-time program to prepare
very useful graphical reports.
Unified Messaging
We dialed into the auto-attendant and left a few sample voice messages. These voice
messages would then appear in our Exchange inbox for retrieval. The Mitel representative
who helped us install the system warned us we might have trouble using Microsoft Outlook.
According to this person, we could run afoul of a bug which Microsoft had yet to fix.
Heeding this warning, we used the Microsoft Exchange client instead. However, we were
curious to see what would happen if we went ahead and used Outlook anyway. Well, we gave
Outlook a try, just for kicks, and it worked fine. But perhaps we were just lucky. When it
came time to play our voice messages, we found we could use either of two methods. We
could select the voice message in our inbox, and then click on the playback icons (play,
rewind, fast forward, stop, etc.) on the Exchange toolbar. Or we could simply double-click
on the voice message in the inbox, an action that would bring up the player.
ROOM FOR IMPROVEMENT
More Dialing Options
We would like MediaPath to integrate with popular PIMS/contact managers (for example,
GoldMine or ACT!) such that the product would enable computer-based dialing. Also, the
desktop call control application could have its GUI redesigned so that it would include a
speed dial icon on the toolbar.
A Return Phone Call Button
We would like it if we could double-click on a voice mail from Exchange, and then
click on a "return phone call" button, thereby automatically redialing the
person who left that voice mail. The idea is to use the caller ID information attached to
the properties of whatever voice mail you open in Exchange.
Forwarding Voice Mail Over The Internet
Currently, you can distribute voice mail only to internal e-mail accounts.
However, we would like the ability to send voice mails to any Internet e-mail address, a
feature that would no doubt demand a good compression codec. The compression would be
necessary because an uncompressed voice mail would be rather large (in bytes, that is). A
competing product, Octel’s Unified Messenger, has such a feature. It uses a 4 Kb/sec
compression codec to transmit voice mails over the Internet. (See our review of Unified
Messenger in the January 1998 issue of CTI.) To be fair, we should note that Mitel’s
MediaPath has features which Octel’s Unified Messenger lacks, and vice-versa.
We’ll leave it at that. A head-to-head comparison of these and other unified
messaging products is beyond the scope of this review.
CONCLUSION
Mitel’s MediaPath is a complete CTI solution, covering everything from unified
messaging to desktop call control. With this extensive feature set, MediaPath users would
have the advantage of having just one vendor to approach for help should any problems
arise. We were impressed by MediaPath’s tight integration with Microsoft Exchange
Server and overall ease of use. For example, the product’s unified messaging was very
easy to set up and use. In addition, the desktop control was very good, although we felt
that the GUI could have been better designed and easier to integrate with contact managers
such as GoldMine, Act!, or Telemagic.
|
| Media Path's Core
Applications MeidaPath Phone
A Windows-based phone application that enhances call handling by providing on-screen
access to features, including: Hold/Retrieve, Call Park/Remote Retrieve, Conference,
Do Not Distrub (Make Busy), Divert Call, Forwarding, haeaset Mode, Speed Dial, and
Transfer Call.
MediaPath Auto-Attendant
An application that redirects incoming call traffic to individual extentions. The
features include: Dial-by-Name, Office Hours Operation, Off-Hours Operation, and
Administrator Function.
MediaPath Attendant
A Windos-based phone application that provides oerator console features. The
features include: Detailed Call Staturs and Queuing Information,k Call Forwarding,
Hold, Retrieve, Prk, Trnasfer, conference, Speed Dial, Do Not Disturb, Incoming Caller ID,
Call Diversion, Headset Mode, and Integration to E-mail System Address Books.
|
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
