October 1998

• ImageMind Software Makes E-mail Multimedia
• PICMG Releases CompactPCI Hot Swap Specification
• Product Knowledge Software Taps Knowledge Base, CTI
• Active Voice And Selsius: Happy With TAPI
• NBX Offers Converged Voice And Data Solution In A Box
• NT-Based Application Generators: More Than Meets The Eye
• Leveraging Intranets To Escape Long-Distance Toll Charges

ImageMind Makes E-mail Multimedia

ImageMind Software, Inc. has extended the usefulness of the text-based e-mail message with Video Express, its multimedia messaging software. Video Express uses Internet streaming technology to play messages instantly, as they arrive across the Internet and onto the recipient's computer - similar, the company notes, to a radio or TV broadcast. The biggest benefit of streaming technology is it allows you to deliver voice or video messages without any lengthy downloads or large file attachments - the recipient of your e-mail only needs a Web browser and an Internet connection . You don't need a reciprocal software or hardware set-up for each person you'd like to e-mail.

For $49.95, the Video Express includes all of the software tools you'll need - the software takes advantage of the sound capabilities built into most PCs, and any video capture device you choose. To send a Video Express e-mail, you'll need a PC running Windows 95 or later, 16 MB RAM, any popular Web browser, an ISP account, at least a 28.8 Kbps modem (We'd recommend something faster - even viewing our demo e-mail using a fractional T1 took longer than we'd like.), and a sound card with microphone. The company says a video capture device is optional, but without it you'll be limited to sending PowerPoint files and sound bites. The recipient of your e-mail can be using a Mac or PC. They'll also need an e-mail account, a sound card, any one of range of popular e-mail clients, and a Web browser loaded with Microsoft's free NetShow Player 2.0 (a multimedia playback utility).

When a user sends a Video Express e-mail, a notification e-mail message goes to the recipient, while Video Express automatically uploads the multimedia portion to its own dedicated server on the Internet for temporary storage. When the recipient checks their e-mail, an embedded link automatically accesses and plays back streaming messages using the Web browser and NetShow Player.

To see the product in action, you can send yourself a streaming Video Express message from the company's Web site (enter your e-mail address, and ImageMind e-mails you back a video clip about their product). I was disappointed that it took two days for the e-mail to be returned to me, but that only reflects poorly on the set-up of their demo, and not necessary on the usefulness of the product. Once you purchase the software, you'll incur a service fee (in varying increments, starting at $59.95 for a full year of unlimited e-mail, down to $5 per month).

For more information contact the company at 801-355-2122 or visit the company's Web site at www.imagemind.com.

- Dara Bloom, CTI magazine

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PICMG Releases CompactPCI Hot Swap Specification

The PCI Industrial Computer Manufacturers Group (PICMG) recently approved PICMG 2.1, the first revision of the CompactPCI Hot Swap Specification. This specification covers what is known as "hot swapping" in CompactPCI systems, which refers to the capability to remove and replace components without powering down the system or taking it off line.

We recently had the chance to speak with Joe Pavlat, director of the Motorola Computer Group, and president of PICMG. Mr. Pavlat was excited, not only about finally completing this project, which has spanned about two years, but also about the potential that PICMG 2.1 represents. The PICMG 2.1 specification, which Mr. Pavlat called "the most significant piece of work to come out of this industry," includes input from all aspects of computer manufacturing, including chassis and backplane producers, board makers, and processor suppliers. This makes the Hot Swap Specification one of the broadest-based standards agreements ever reached, which explains some of Mr. Pavlat's excitement.

Even with this long-term, broad-based commitment, the current standards apply only to hot swapping I/O cards, not the processors themselves. Hot swapping the processors will require even more consultation among vendors of all types. "We very consciously only bit off a portion," Mr. Pavlat said, but he went on to emphasize the importance of what they have accomplished thus far.

PICMG not only required various vendors to agree on hardware standards, but also demanded agreement on software applications to implement the hot-swappable I/O cards. And, while the current specification is designed specifically to integrate with both Windows NT 4.0 and 5.0, it remains open to other operating systems and uses a universal bus, so that it does not preclude usage of Unix or MS-DOS, for example.

As the specification stands currently, there are three distinct models of hot swap capacity. These are defined as follows:

Basic Hot Swap Model
The operator initiates all actions. For example, in the case of a bad card, the operator would first disconnect the board from the operating system (OS), which proceeds to power down the appropriate card and reroute data through the surrounding network. This bad card can then be removed and replaced by the operator. After the card has been replaced, the operator initiates the drivers and other information so that the operating system can bring the new card into service. The overall system remains up and running throughout this process.

Full Hot Swap Model
In this scenario, the operator interacts with the system through both an injector/ejector handle on the card and an LED. When a card needs to be replaced, updated, or examined, the operator opens the ejector handle. A microswitch in the ejector handle notifies the OS, which immediately powers down the card and then goes through the process of disassociating itself from the card. When this process is complete, the OS turns on a blue LED to inform the operator that the card can be removed. The process is reversed to install a new card, with the OS automatically configuring the system software. Again, the system remains up and running throughout.

High Availability Model
This model, which is only outlined in the current standards, is the most sophisticated form of the hot swap capability. The high availability model allows all of the detection and shutting down, including control of the hardware connection, to be done by the system software. This allows for remote repair. An example of how this specification works would be if a remote cellular phone tower had a card go bad. The remote CPU would be able to detect the bad card, shut it down, and reroute information through an alternate card, all while keeping the system up and running. At a later date, a repairman could visit the location and replace the bad card.

What all of these standards mean is that telephony suppliers, as well as other suppliers who require high availability, mission critical computing functions, will be able to provide close to 100% reliability while capitalizing on the affordability of desktop silicon and software. In the future, desktop manufacturers may begin meeting hot swap standards even in applications where hot swap is not required. If this happens - and Mr. Pavlat cited the example of PLX Technology, who has been a big proponent of incorporating hot swap circuitry within their silicon - hot swap functions would be available to anyone at little or no extra cost.

This potential incorporation of PICMG 2.1 capability directly into the circuitry naturally points to questions about the continued usage of VME formats, and on this matter Mr. Pavlat was quite candid. Whereas VME was the first robust industrial standard for industrial computing, the expected reception of the PICMG standards and their universality may gradually eclipse the older format. VME has never made the transition to desktop software, and this means that it requires a separate set of software developers and hardware manufacturers, whereas CompactPCI intends to leverage the PC's more universal appeal to insure its own future.

There are still many elements to address regarding CompactPCI before it becomes the de facto standard for industrial computing, but PICMG 2.1 is a first step in that direction. Now it remains to be seen how well these standards will be accepted and utilized in the open market. For more information, contact PICMG at www.picmg.org.

- Chris Donner, CTI magazine

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Product Knowledge Software Taps Knowledge Base, CTI

Product Knowledge, Inc. (PKI) makes the problem resolution process easier and more effective for the call center with SupportWise. SupportWise features a Web-centric intelligent knowledge agent that provides problem solving support via the Internet, corporate intranets or LANs, or, for non-Web users, in standalone support on a disk mode via data stored on a CD-ROM, floppy, or hard disk drive.

SupportWise helps make setting up a knowledge base easier, and includes a self-learning capability that directs the creation of highly-refined, easy-to-access support knowledge, and real-time knowledge base capture of symptoms and solutions, during customer support calls. The first release of the product integrates with call tracking systems, CTI middleware, ERP (enterprise resource planning), and e-commerce systems.

The core of PKI's support solution is what the company calls its Dynamic Decisioning Network (DDN). DDN is a system that generates a self-learning network and refined knowledge base for rapid problem resolution in the support center. The DDN technology optimizes the process of delivering the most appropriate solution to each individual end-user. It combines several technologies, including a support-specific neural network and classification system; self-organizing decision "shrubs" (which PKI says are more flexible than "trees"); and algorithms for probability indexing that help provide constant tweaking of the support knowledge base.

SupportWise's server, application, and applet software are written in Java, which enables flexibility in choosing your client platform. The client applet is accessed via the Internet and is used with any Java-enabled browser. An HTML client can also be implemented. The Internet/intranet server software runs on most major Unix platforms and Microsoft's NT Server.

SupportWise offers some major benefits to companies that need to provide consistent, high-quality customer support. First, rapid problem resolution capabilities and accessible shared solution knowledge enables the support center to solve problems faster, and more quickly. Recurring problems, which can often average as high as 80 percent of a support centers call load, may often be resolved independently by end users, off-loading the support center significantly. These changes reduce the cost of support. Second, SupportWise facilitates the retention of knowledge assets, since high turnover of agents can mean that product support knowledge leaves with the departing personnel. By building a centralized, standardized knowledge base of technical problems and solutions, valuable information is retained even when highly trained employees leave the company. Finally, the product helps increase customer retention by allowing agents to proactively address customer needs faster and with greater accuracy.

SupportWise will be available in the third quarter of 1998, with a base price of $25,000. For more information, contact the company at 303-938-8122, or visit their Web site at www.proknowledge.com.

- Dara Bloom, CTI magazine

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Active Voice And Selsius: Happy With TAPI

The Microsoft TAPI and MCI/Wave standards are heavily touted as allowing for integration between telephony components from different vendors by providing an open and consistent architecture for developers of all types. This should make it easier for businesses to customize or develop their internal telephony applications, or even just to feel comfortable in choosing vendors that they are already comfortable with. By allowing applications that function on the PSTN, ISDN lines, PBX systems, and IP networks, the TAPI platform is a vital step in making telephony available and practical for everyone.

At the recent Microsoft TAPI Bake-Off in Honolulu, Hawaii, Active Voice Corporation and Selsius Systems demonstrated how TAPI and MCI/Wave standards can provide this true integration between vendors. In the demonstration, Selsius Systems provided an H.323-based IP-PBX-IP-phones and IP-PSTN gateways connected by 10Base-T LANs-and the Selsius CallManager, a software-only implementation that maps the communications features of a traditional PBX to an Intranet or the Internet, creating an IP-PBX network. All of this was running on a Windows NT Server.

Enter the pre-release version of Active Voice's Unity, a unified messaging solution for Microsoft Exchange Server and Windows NT Server. By using TAPI and MCI/Wave standards, Unity was able to run unmodified on the Selsius IP-PBX platform. "We didn't have to change anything," said Robert L. Richmond, Active Voice's CEO. The Selsius TAPI Service Provider and companion Microsoft MCI/Wave audio driver completed the integration of Unity by simply installing software.

So testing is fine, but what about the real world? The good news is that Selsius's IP-PBX can replace or work alongside a traditional PBX. IP-PBX consolidates voice traffic and other PBX functions over the local area network (LAN), as well as making other telephony applications-unified messaging; common delivery of data, voice, and video information-easier to incorporate and manage. Where time and money constraints are significant, a business could move gradually into the telephony world. Additionally, the Selsius IP-PBX/Unity combination performed equally well over a mixed packet and circuit environment, allowing for the inevitable overlap when the shift to packet-based switching begins.

The integration of the voice mail application with IP telephony systems across vendor boundaries allows users to choose and upgrade these components within TAPI standards. Knowing such integration possibilities exist should encourage businesses who have previously been reticent about telephony systems to think again.

For more information on Selsius IP-PBX, contact Selsius at (972) 855-8200 or visit their Web site at www.selsius.com. For more information on Unity, contact Active Voice at 206-441-4700 or visit their Web site at www.activevoice.com.

- Chris Donner, CTI magazine

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NBX: Converged Voice And Data In A Box

NBX Corporation brings voice and data integration to smaller offices with the release of the NBX 100 Communications System. The communications solution is designed for small to mid-size business environments and distributed branch offices supporting 11 to 100 users. NBX 100 operates over the same 10Base-T Ethernet cabling as most data networks, which cuts the cost of installing and maintaining two separate cabling infrastructures for voice and data. The NBX operates in Shared 10Base-T Ethernet environments and is also compatible with Switched Ethernet and 100Base-T Ethernet networks.

The NBX 100 includes a network call processor for call control, voice mail, auto attendant, browser administration, TAPI, LAN infrastructure, and connectivity to the PSTN, WAN, and Internet. Customers and dealers can cost-effectively expand the messaging operations through software - the product supports telephony applications written for existing telephony application programming interfaces (APIs). Using a standard multi-protocol router (ISDN, ATM, or frame relay), remote users can access to the full suite of the NBX 100 voice communication features including all the resources on their company's LAN (e-mail, file servers, intranet, and Internet access).

The company has partnered with Cisco Systems to provide an integrated voice and data network solution. The partnership will allow for the co-development of Cisco and NBX products for high-quality, packet-based voice communications over LANs and WANs. The NBX 100 does not depend on PC servers or desktop PC clients. In fact, every PC on the network could stop functioning entirely, and the NBX 100 will continue to provide fully functional telephone communications

NBX 100 is easy to use: The system includes multi-line telephones; is CTI-enabled; and provides a choice of user interfaces (handset or PC GUI). Phones have a well-developed feature set, with the most popular services pre-programmed (voice mail, speed dial/redial, conference, call forward, transfer, hands free, etc.). The system supports a choice of worktop devices, hubs and switches, software, and local and wide area networks. The NBX 100 includes TAPI support from 1 to 100 users. In addition, the NBX 100 acts as a LAN, so companies will be able to use the new infrastructure for connecting PCs, printers, servers, and other network devices.

The NBX 100 will be generally available in the fourth quarter of this year. For more information, contact the company at 978-749-0000, or visit their Web site at www.nbxcorp.com. VARs, be sure to check out the Reseller Opportunities section of the site.

- Dara Bloom, CTI magazine

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NT-Based Application Generators: More Than Meets The Eye

With more than 50 Windows NT-based application generators on the market, a CTI developer might well ask: How do I tell one from another? How do I decide which application generator is best for me?

A developer might decide to compare feature lists, and settle on whichever appgen carries the most dazzling array of bells and whistles. This approach quickly becomes tiresome, however. There are simply too many features to keep track of. Besides, any perceived feature shortfalls could be remedied in future product releases.

A developer might decide to compare GUIs. But then again, these start resembling each other after you've seen more than a few.

What, then, is a good way to compare appgens? One way, according to MediaSoft Telecom, is to consider architectural issues. MediaSoft, in its recently released white paper, argues that unless an appgen is based on a sound architecture, it won't be positioned to answer questions such as these:

• How easy is it to build and maintain applications?
• How fast, reliable, scaleable, and open is the runtime platform?
• How easy is it to manage and control a live system?

Asking questions such as these permit more in-depth analyses than merely scanning feature lists. But, while it is easy to argue that a product's features and benefits are contingent on its internal structure, it is a little more difficult to offer "for instances." In its white paper, MediaSoft actually offers quite a few. For example, MediaSoft asserts that:

• You cannot build hot-scalable distributed CTI systems using a CTI platform that does not use true client/server architecture. (As you might surmise, a hot-scaleable system is one that lets you increase its capacity without having to shut it down.)
• You cannot build CTI applications that are 100 percent portable across operating systems and customer environments without a "Java-like" script language.
• You cannot automatically view and print the callflow of your application from its script code without a script language that implements the finite state machine concept. (To use the finite state machine concept is to move the execution of event transitions to different states of an application. An architecture based on this concept makes lets developers view an application's script code in a graphical tree form, and enables power users to create/edit applications in text mode, while still having the ability to generate and print call flow documentation.)

Readers are encouraged to review the full white paper, which goes into considerably more detail than is possible here. Find the paper at MediaSoft's Web site, at www.mediasoft.com.

- Kevin M. Mayer, CTI magazine

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Leveraging Intranets To Escape Long-Distance Toll Charges

While many still express reservations about IP telephony over the public Internet, many would also agree that these reservations (quality concerns, most typically) aren't an issue on a private, well-managed IP network, that is, on an intranet. And a corporate intranet presents a particularly interesting venue for telephony. It offers corporations a way to avoid long-distance charges - without necessarily facing unacceptable cost savings/service quality tradeoffs.

It would seem that even in the deployment of a new technology, such as IP telephony, conservatism manifests itself. IP telephony, for all its promise in the public space, will most likely to find its first applications among corporations. Moreover, the typical IP telephony rollout for any given corporation will probably focus, at least initially, on carrying voice traffic within that corporation.

This tendency to focus on internal communications may account for the current interest in IP telephony solutions that emphasize PBX functionality. Such solutions are being introduced by several vendors, including NetPhone, which recently announced the NetPhone Connect gateway and the NetPhone Connect IPBX. According to NetPhone, these products constitute an integrated end-to-end IP telephony gateway solution.

NetPhone Connect integrates with PBXs using T1 or E1 digital trunks or an analog four-wire E&M interface. The PBX routes calls from within the office to the NetPhone Connect gateway, which converts voice signals into a stream of packets to be sent over the intranet. Users do not need to dial additional digits to reach the IP network. They simply dial the extension of any employees in the company, regardless of location. The gateway automatically sends all inter-office calls to the intranet.

Remote offices that do not already have a PBX in place can use the NetPhone Connect IPBX, which includes PBX and NetPhone Connect functionality. The NetPhone Connect IPBX provides a voice and data connection to the corporate data center, where the NetPhone Connect gateway handles traffic from branch offices and routes calls to other offices as necessary.

- Kevin M. Mayer, CTI magazine

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