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The e-commerce market isn't what it was a year ago. We're beginning to
realize that just putting a business online won't guarantee a profit. Last
year's dotcom meltdown is proof of that. The mad rush to "get your face
on the Web" and wrangle for position, joust for highly sought after
static IP hostnames, and outdo your competitors with a broadband multimedia
site--is over. The public has choices, a lot of choices. And after Darwinism
caught up with the e-commerce world last year, many of the surviving dot-com
companies may have realized that in order to tighten their belts, they too
must subscribe to traditional "brick and mortar" business
practices and philosophies.
A cool Flash Web site is no longer grounds to type in your credit-card
digits and purchase some CDs or clothes. E-commerce business owners have
even discovered new buzz phrases like "Web collaboration" and
"shopping cart abandonment." Customers want their needs addressed,
just as they always have -- only now e-businesses are beginning to pay
attention. The ability to achieve success in the marketplace resides not
only in customer service, but also in the ability to turn a profit. This may
mean cutting costs to reduce overhead. With growing H.323 compatibility many
businesses are also turning to VoIP as a means of cutting costs. VIVE
Synergies has recognized these "Web requirements" and has emerged
with its answer: Ensemble A+.
Ensemble A+ supports Web-based customer service, is a premise PBX and an
IP telephony gateway that supports H.323 protocol voice and real-time fax
while providing up to eight IP channels, enabling Web customers to
"click and talk" to a business representative from a multimedia
PC.
INSTALLATION
The actual hardware connection is simple. The Ethernet jack can be used for
a LAN, cable modem, or DSL connection depending on what type of access is
available at the installation facility. We connected our unit to the LAN via
the closest hub, and plugged in the AC and the provided RS 232 cable.
Minimum systems requirements weren't included in the documentation, and some
facets of Ensemble's personality don't require any PC interaction at all,
but if you're planning on using the Show-n-Tell Web collaboration feature to
enhance the "e-customer experience" you'll need a Windows 2000, or
Windows NT Web server at your disposal to load the .dll and other associated
files into the server's wwwroot folder. (Accessing the software via the
Internet also requires a computer with TCP/IP and Internet Explorer 4.0 or
higher.) The other end of the RS 232 was connected to the serial port on our
Mitac industrial PC, running IIS, which acted as our Web server for this
test. A 56K modem can also be utilized through the serial connection to
access the Internet. There are a variety of different methods that can be
used to configure Ensemble A+, including remote and direct phone access
using the "Dial to Set" instructions. We chose to utilize the
serial port connection and launched Hyperterminal to assign an IP address.
Aside from Hyperterminal's quirky behavior (we had to repeat the same
procedure several times), assigning an IP address and accessing the software
via the Internet proved not to be a problem.
DOCUMENTATION
A 70-plus-page programming and installation guide was provided in the form
of a Microsoft Word document. A printed-out, stapled, Quick Start guide (the
first few pages of the Word document and a detailed example) was shipped
with our unit. We would have preferred bound and covered documentation
simply because of its durability and staying power. The amount of times the
Quick Start guide was referenced alone -- just for testing purposes -- left
it in shambles. Our contact at VIVE Synergies assured us that the out-of-box
product is accompanied by a bound programming manual, a Quick Start guide,
and a full-color operation guide. We also had a bit of a time with the rest
of the documentation. Some of the examples were difficult to interpret, and
we especially had trouble with the Show-n-Tell portion of the documentation.
We just couldn't seem to conclude how the feature would work with the code
provided for our unit. After careful scrutiny of the written instructions,
we couldn't seem to find anything to help us substantiate or deny our
feeling. Placing a call to VIVE's technical people helped to clear things
up. Apparently there's a plug-in, which was still under development at the
time of our tests, to enable the Show-n-Tell feature. As a consequence, we
were unable to test the Show-n-Tell functionality. It should also be noted
that the documentation we received was indexed, which helped us to expedite
searches and more efficiently navigate the pages. A complete list of
function calls and their definitions was also provided. The online help
seemed to be made up of sections of the programming and installation manual.
FEATURES
VIVE's Ensemble A+ bills itself as an "all-in-one communications
system," providing a host of functionality for companies seeking to
improve customer relations while reducing telephone charges. Ensemble A+
provides businesses the capability of integrating real-time customer service
with their Web site, and routing VoIP to another Ensemble unit, or another
accessible gateway employing the H.323 protocol. The Net2Phone gateway
network can also be utilized for the price of their membership fee. Auto
attendant, voice messaging, and audiotext are also standard features.
Other features include:
- Click to talk functionality enables Web-based customer service via
VIVE's ClicknTalk applet;
- H.323 IP telephony gateway;
- An eight-port PBX -- call forwarding, hold, transfer, external line,
do not disturb, hunt group, message waiting, and music on hold (with
external device) functionality;
Least cost routing capability;
- Remote setup and configuration;
- DSL modem, router, and cable modem compatibility via PPPoE protocol;
- Disk-on-Chip firmware technology;
- Call detail records (CDR);
- Optional billing software available; and
- Optional gatekeeper software available to accommodate worldwide
deployment.
OPERATIONAL TESTING
VIVE's little black box does provide quite a bit of functionality, as a
consequence we had a lot of work to do. The product's Web-based GUI was easy
to use -- very simple and uncomplicated. We chose to focus on the core
functionality of the product: PBX functions including automated attendant
and voice mail, gateway use, and Web customer service capability (ClicknTalk).
ClicknTalk provides prospective Web shoppers with the opportunity to
consult a business representative via VoIP. Ensemble allows slightly better
VoIP voice quality by transferring IP calls to regular telephones connected
directly to the Ensemble unit or Ensemble can be integrated with a PBX
switch and still reach regular telephone extensions connected to the PBX.
This is opposed to running an IP-to-IP call via NetMeeting, which typically
adds 200ms of latency on each end of NetMeeting, resulting in almost a half
second of delay.
As mentioned earlier, an IP address is required at time of installation
to configure the "on-board" software of the Ensemble unit. We of
course couldn't spend the time to build a Web site exclusively to test
VIVE's product, so we used the sample .htm pages provided with the test
product. The principle is this: A customer clicks on the "click to
talk" button in this case (or Tech Support, Sales, etc...), NetMeeting
launches on the client's side and hails Ensemble's IP address and (depending
upon the company's business model) the call is answered by the auto
attendant and a menu is played. The caller selects a menu option, or phone
extension by typing it into the NetMeeting keypad, and the call is switched
to the next available agent establishing a conduit between the customer and
a business representative. Ensemble is easily configured to allow specific
types of calls (technical questions, customer service, sales) to be routed
directly to the agent best suited to answer them. And soon, VIVE says, the
agents will have their own client to replace and enhance the NetMeeting
functionality.
Should all extensions be off hook because agents are fielding other
inquires at the time the VoIP call is initiated, Ensemble is also fitted
with both an auto attendant and voice mail to aid in collecting a caller's
queries. The auto attendant is fully customizable, allowing the default
greeting to be customized, and, when necessary, re-recorded. Routing
behavior is programmable. To record a proper greeting such as the initial
company greeting, the administration menu must be accessed. The
administration menu is only accessible however, from an internal extension,
that is, one connected directly to an Ensemble port. The user menu function
is accessible remotely or from an internal extension. After dialing in and
entering a user ID and password, the menu allows users to check messages,
record a greeting, forward calls, engage message notification (rings
extension and prompts user to listen to new messages), set busy forward, and
other such features. The extensions corresponding to the menu items may also
be changed from the PBX Settings page via a browser. Setting the unit's
internal clock essentially gives it the ability to differentiate the times a
business is open or closed, depending upon preferences set by the
administrator. "Business hour" and "after hour"
greetings can then be recorded allowing Ensemble to relay the pertinent
greeting when a call is received. If a call is received after business hours
a general mailbox is available to take messages.
The robustness of this product resides in the scripting architecture. We
developed many theoretical scenarios by simply looking at the different
function calls, however, we tested a few simple ones. Ensemble A+ is
programmable allowing savvy users to customize the product's routing
behavior or configure the system in such a way to leverage its PBX and
dual-function ports with add-ons such as billing software and downloadable
CDR records. With support for account numbers and PINs within the scripting
language, we even entertained the possibility of "renting" ports
if the hardware were in close proximity to several small businesses. The
system employs intercepts built on match criteria, which in turn employs
sequences, comprised of a series of function calls. The functions are
finite, meaning the architecture isn't open enough to create new ones;
instead they're designed to have their criteria set. Function calls route
incoming information to its ultimate destination, effectively becoming the
programming core. We changed some criteria in several of the function calls
to see how the system would react. Be advised that in addition to compiling
the scripts after changing and parameters, a soft reboot is also necessary,
and is accomplished by entering the word "reset" in one of the
Maintenance and Control fields. Though we didn't go through the trouble of
assigning sound files to get the "polished effect" of our
reprogramming, the unit did recognize the changes.
Provided the unit is being used in a SOHO environment, it functions
effectively as a PBX. The unit allows internal calls from extension to
extension by simply dialing the desired digits, that is, if you want to
contact extension 113, from extension number 111, simply dial 113 and you'll
connect directly. Dialing outside the system is standard, just dial 9 and
the phone number; one of the two PSTN enabled ports must be connected to an
active PSTN line. Ensemble also functions effectively as a gateway for VoIP
traffic, switching VoIP calls to outgoing PSTN lines. We set up a direct
dial number here at the lab, and assigned the Ensemble IP address to the
"gateway" field within NetMeeting. Simply enter any phone number
into NetMeeting's Address bar and click the Place Call button to initiate a
PC-to-Phone conversation. We tested this feature frequently and never
experienced a problem. Overall, the voice quality of the VoIP call was
excellent.
It should also be noted that as with many gateways in a SOHO environment,
security could be an issue. As discussed earlier in this article, the
scripts are key to programming and customization of Ensemble. It should be
noted that the sequence in any script could be altered to provide additional
security measures. Transferring and forwarding to external numbers can be
restricted to certain area codes, or blocked all together by scripting
function calls to reject international, and national prefixes.
ROOM FOR IMPROVEMENT
The documentation we received could have used a little revamping. Screen
shots and additional illustrations could have contributed, and helped to
make clear some of the many examples. Though the examples did provide some
insight, and there are quite a few of them, additional graphical
accompaniment would have helped. We'd also like to mention again that the
Show-n-Tell portion of the documentation never mentions the required
plug-in. We were in the lab late one night trying to get this feature up and
running. It took a Tech Support call to inform us that a plug-in is
necessary to initiate the agent to client page pushing.
It would have been convenient if the Ensemble unit was plug and play.
That is, a LAN connection would provide it with an IP address via a DHCP
server as opposed to having to assign one via Hyperterminal, for example.
CONCLUSION
The product seems to be in the late stages of final development. We see a
lot of potential for small businesses or remote, smaller offices. It appears
to be a matter of fine-tuning the product to give it a more polished appeal
and finalize functionality. We did receive a firmware update after our
testing was complete, however because of time constraints were unable to
install and test the upgrade. According to VIVE's Tech Support, the
Show-n-Tell plug-in was not included in our firmware upgrade. The PBX,
gateway, and ClicknTalk features were superb, functioning without flaw. VIVE
Synergies' Ensemble A+ provides a host of functionality making their product
a viable solution for small business Web collaboration as well as other
communication resolutions. Not only does it function to provide Web customer
service, it also acts as a gateway and PBX. These major product functions
are designed and implemented into this unit to generate additional revenue
for small businesses through customer communication, and respectively save
on or eliminate telephone charges via VoIP and gateway-to-gateway
functionality.
The product as a whole did most of the things it promised exceptionally
well. It seemed to us that the documentation could have used a little
restructuring to make it more intuitive, and the aforementioned
complications with the Show-n-Tell feature also presented a small obstacle
for TMC Labs. Overall, Ensemble is a quality product, with a surprising
amount of functionality that, because of its newness seems to have a few
kinks to iron out. Ultimately though, the little black box provides a robust
SOHO communications alternative because of its programming flexibility,
broad applications, VoIP, and H.323 gateway integration, which used to its
premium could significantly reduce overhead and increase revenue. The
product's "all in one" billing does have merit, and its diversity
did make it worthy (in our opinion) of an Editors' Choice Award.
[ Return
To The April 2001 Table Of Contents ]
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