The Picazo VS1 Business Telephone System is a server-based PBX used for small to
medium-sized companies. It has two components: the Picazo Voice Server (PVS) and a Port
Expansion Unit (PEU), where extensions/phones are connected. Each PEU can be stacked,
allowing up to 192 extensions. Since each PEU can have many different configuration
schemes, it's possible to have up to 128 trunks with as few as 64 extensions.
This system includes 20 auto-attendants and up to 40 hours of voice mail storage, with
most traditional telephony features and many CTI features. It includes SiteLink, a
configuration and management GUI, as well as CTI client applications called Connect98 and
Attendant98.
INSTALLATION
Setting up the Port Expansion Unit to integrate with the Picazo Voice Server was a simple
matter of connecting two serial-like cables to the correct port. This enabled us to review
the preconfigured settings on the monitor - a monochrome monitor. Evidently, the voice
server had arrived with a monochrome video card. We wanted to use a color monitor. So, we
changed the video card of the PBX. Unfortunately, we were unable to start the PBX via DOS,
and were able to view the configuration settings only if the program did not freeze up,
which it sometimes did. Fixing the problem involved difficult configuration procedures, so
we decided to reinstate the monochrome video card and use a monochrome monitor (almost
obsolete now) instead of the color one we had tried to use.
ADMINISTRATIVE INTERFACE
Fortunately, Picazo offers a Windows GUI called SiteLink for configuring and managing the
system. This handy program allows you to make, upload, and reload configuration changes
from your client to the server. You can also set up a new site and download files from a
site. SiteLink is installed like any software program and is connected to the server via a
modem. You must also either issue the "modem answer" command at the PVS command
prompt or dial 7193 from a Picazo display phone for the PVS to integrate with SiteLink.
While SiteLink emulates the DOS voice server GUI well enough so that virtually all of
the changes can be made from the client end, it is still necessary to use the actual voice
server menus and prompts on occasion (for example, to shut down the server gracefully).
Thus, even with the addition of SiteLink, we had to choose between relying on a monochrome
monitor or performing difficult configuration procedures.
Since the PBX came preconfigured, it was not necessary to change settings. However, we
did have to go into the port configuration screen to find out which lines fit into which
ports. For example, our extension lines were ports 9-16 with standard analog phones linked
to 9-12 and Picazo digital display LCD phones linked to 13-16. We also had to call
technical support for activation codes on both Connect98 and Attendant98. (Although
technical support said we did not need an activation code for Connect98, our experience
indicated the contrary).
CLIENT SETUP
We used a Computer Telephony Interface Module (CTIM) to set up both Connect98 and
Attendant98. CTIM, an external module, allowed us to connect from the client to the Port
Expansion Unit via a DB9 serial cable from a COM port to the CTIM and an analog cable from
the CTIM to the PEU. A headset or handset is plugged into the CTIM. We must note that a
standard phone may not be connected to the CTIM, so if the client crashes, phone service
is disconnected. However, a PC Option Module (PCOM), which we did not have, could have
solved this problem since the device allows you to hook up a phone to it.
In any event, Connect98 is up and ready after you connect the appropriate cables.
However, if the cables are not connected correctly, the GUI does not warn you. You can
only tell the client is not connected if you notice that buttons which should be usable
are grayed out instead.
Attendant 98 is a little more difficult to set up. In addition to using the CTIM, you
also have to connect a four-pin analog cord from the server to the client. Since only one
or two attendant clients are needed in most businesses, this would not cause too many
problems. However, two free COM ports are needed at the client side for Attendant98 to
work. Often, two free ports can be difficult to find, so this could complicate set-up. We
set up Attendant98, and technical support told us it was right. Even so, we found we had
but partial access to the client's functionality, even after repeated attempts (this GUI
does tell you when there is a problem). Thus, we did not test Attendant98 for this review.
CONNECTING PHONES
Connecting the phones was a simple matter of putting the appropriate RJ-11 phone cords to
each of the proper ports (as described above). We used an analog Teltone simulator to test
calling from an outside line.
DOCUMENTATION
At first, the documentation seemed a bit confusing. The order of the guides was odd. For
example, the Installation, Configuration & Operating Guide kept the Hardware section
toward the end of the guide, when it probably would work better before the System Features
section. Likewise, the Attendant98 and Connect98 guides have the Installation section at
the end of the manual.
There were also a few areas where the wording could be misconstrued. For example, using
words like "click" implies the user is working with the Windows program,
SiteLink, rather than DOS. While that might often be the case, it cannot be assumed and
may therefore confuse users. What is meant in this example is obvious, but we found other
times where something was assumed or stated later than where we were reading, and was
therefore confusing.
Fortunately, once we got used to these quirks, the documentation was easier to
understand. The Installation, Configuration & Operating Guide stated most of what we
needed to know once we knew where to look and had a basic understanding of how the system
operated.
FEATURES
Available features abound on the Picazo VS1 Business Telephone System - pretty much all
you would need for a PC-PBX system. The following is a list of the most important features
available:
- Maximum number of trunks: 128; extensions: 192.
- T1 support.
- Integrated messaging with voice mail included (40 hours of storage) and up to 20
auto-attendants.
- Desktop call control features; TAPI compliance; GUI access to voice mail; one-number
follow-me.
- Both analog and digital phone sets.
- Three-way participation for conference calls initiated by a Dash display phone; up to
16-way participation within a conference room (via Connect98) and three simultaneous
conferences.
- Other telephony features, such as Automatic Call Distributor (ACD) functionality,
caller-ID (optional), Direct Inward Dial (DID), and supervisor transfers.
There are two notable exclusions to what is otherwise a fairly comprehensive list of
features: 1) no add-ons for Internet telephony features, and 2) no way to initialize
conference calls from a standard analog phone - you must use one of Picazo's digital
phones for conferencing.
OPERATIONAL TESTING
Once the system was set up, we tested an extension-to-extension call, an extension to an
outside line call, and a call from an outside line to an extension. Then we tested
transferring calls, holding calls, and gaining access to the voice mail using both a
single-line phone and a Dash display phone. All of these functions worked fine. Next, we
tested call conferencing using a Dash display phone (not possible with a standard analog
phone), and had no problem with a three-way call conference.
Connect98 has most desktop call control functionality, including call forwarding,
transferring, and call conferencing. You can also access your voice mail and play the
messages over your computer. Although the GUI is straightforward (the Phone Book,
Extensions, and Shortcuts dialog boxes are all clear-cut), the buttons are difficult to
fathom without using the manual or placing the cursor over a particular button and reading
the "tool tip." In one case, we noticed that the button to hang up a call did
not display a tool tip. For these reasons, the GUI took a little time to get used to. In
general, the GUI icons were not intuitive enough to guide us toward the proper course of
action.
When testing Connect98, we did not have any problems placing, receiving, holding, or
forwarding a call. Also, voice mail access was easy. However, this feature does not
display on the GUI as prominently as we would have liked (the display is much too small).
Unfortunately, transferring and conferencing calls did not go as smoothly. A TAPISRV
error appeared every time we tried either of these features. This perplexed us because it
was obvious TAPI was working, at least to some degree, because the other call control
features worked. We even changed from a Windows 95 client to Windows 98 client, but we
still received the same error. When we called Picazo's technical support, they were
equally perplexed. They tried conferencing a call on their computer and told us that they
were able to do so but were unable to tell us what was wrong with our system.
We thought maybe you could conference or transfer calls only from one Connect98 client
to another (instead of from GUI to phone like we were trying), but technical support
assured us we could conference or transfer either way. They also assured us Attendant98
would work for us because that program does not use TAPI. (In the past, we were able to
achieve similar TAPI functionality with different systems in the Windows 95 environment).
After the TAPISRV error, we had to close the GUI and reboot the client computer. When
it came back up and we opened Connect98, the conference call (if that was what we had been
doing) was still operating and was actually partially working. Because Connect98 is not
intuitive and does not give any help when you right click your mouse - giving few options
of what is available - it was hard to figure out how to make the conference call work the
way we wanted.
ROOM FOR IMPROVEMENT
To keep up with the ever-changing technology and business markets, we suggest Picazo add
Internet telephony features to the VS1 Business Telephone System, including H.323
compliance, so the system can integrate with programs such as NetMeeting. Also, call
conferencing should be implemented for every phone, be it a standard analog phone or an
executive digital phone.
System installation can be improved by simplifying the process and explaining the
configuration technique more clearly in the documentation. We suggest combining
Attendant98, Connect98, and maybe even SiteLink onto one CD-ROM that can be used by
technical administrators. Of course, a monochrome monitor should only be optional if a
customer wants to save money, and we would also suggest having Attendant98 work on only
one COM port. This would make the installation much easier since many clients do not have
extra COM ports.
We have already expressed all of our concerns about Connect98. In this section, we just
want to emphasize the need to improve the GUI by adding more intuitive functionality and
adding right-click functionality. Better troubleshooting tips for resolving the TAPI error
we received should also be included.
CONCLUSION
Even though there were a few too many concerns to warrant an Editor's Choice Award, there
was much to recommend the Picazo VS1 Business Telephone System. Attributes such as a wide
variety of features and the ability to use both digital and analog phone sets may be an
attractive option for small to medium-sized businesses, especially when the kinks are
worked out and a few features are added. If Picazo keeps up with technology and adds their
own expertise to the mix, they could become a force in the new PC-PBX industry. |
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