Discussions about Alcatel PBX, CRM Call Centers and Unified Communications RSS 2.0
 Sunday, 28 February 2010

AXA

Ολοκληρώνεται με επιτυχία το έργο που υλοποιεί η Applied Networks Hellas A.E. στην  AXA Ασφαλιστική. Πρόκειται για ολοκληρωμένη λύση τηλεφωνικού κέντρου Alcatel-Lucent η οποία καλύπτει τις απαιτήσεις της AXA Ασφαλιστική σε Αθήνα Θεσσαλονίκη Πάτρα και Λάρισα. Η λύση βασίζεται σε IP τεχνολογία και ενσωματώνει σύγχρονες εφαρμογές Call Center και Unified Communications.

Eurobank


 

Ολοκληρώθηκε η αναβάθμιση του IP τηλεφωνικού κέντρου Alcatel-Lucent OMNI PCX Enterprise στην τελευταία έκδοση του λογισμικού. Πρόκειται για τηλεφωνικό κέντρο 850 IP εσωτερικών συνδρομητών.

 

Marfin Εγνατία Bank


50 νέα συστήματα Alcatel OMNI PCX Office εγκαταστάθηκαν από την Applied Networks Hellas A.E. στα νέα ανακαινισμένα υποκαταστήματα της Marfin Eγνατιας Τράπεζας.

Sunday, 28 February 2010 05:56:28 (GTB Standard Time, UTC+02:00)  #    Comments [119] -

 Friday, 20 November 2009



H AppliedNet
εγκατέστησε πρόσφατα ένα εξελιγμένο τηλεφωνικό κέντρο Alcatel OmniPcx Enterprise Release 9 καθώς και δίκτυο τηλεφωνικών συσκευών IP Alcatel IPTouch 4019 και IPTouch 4029 για λογαριασμό της Areva Hellas, θυγατρικής του παγκόσμιου ηγέτη στον χώρο της παραγωγής και μετάδοσης ηλεκτρικής ενέργειας.

Το σύστημα προσφέρει αυξημένη λειτουργικότητα και περιλαμβάνει voice mail, boss/secretary programming, διασύνδεση με τα κεντρικά της εταιρείας και αυτόματη επιλογή βελτιστοποίηση δρομολόγησης κλήσεων.

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AREVA the global energy expert that specializes in power generation and electricity transmission and distribution, has recently installed an advanced Alcatel-Lucent voice communication system in its subsidiary in Greece.

AppledNet installed an OmniPcx Enterprise Release 9 system that consists of a full IP telephone network with IPTouch 4019 and IPTouch 4029 phone sets.

Some of the features include: Individual Voice Mail boxes for all users which they can access internally or externally. Full Voice guides in the PBX to allow users to take advantage of all the programmed features easily. Boss/Secretary programming for the handling of incoming calls to executives. Outgoing calls routing to different providers using Automatic Route Selection for cost optimization.

AREVA Hellas is one more implementation that demonstrates how Applied Networks helps Alcatel-Lucent customers in Greece implement reliable, well managed enterprise voice solutions that improve productivity and reduce costs. 

Friday, 20 November 2009 06:45:38 (GTB Standard Time, UTC+02:00)  #    Comments [0] -
IP Phones | OmniPCX Office | VoIP
 Monday, 21 September 2009

 

Applied Networks Hellas has recently completed the installation of advanced Alcatel-Lucent hotel telecommunication systems for Club Med in Athens and Gregolimano.  The project includes the installation and management of advanced PBX systems OMNI PCX Enterprise configured for large hotels as well as Club Med’s offices in Athens.   The hotel PBX  is connected to a PMS system for automated charge management while in Athens AppliedNet installed an OmniTouch CCD Call Center and a complete management and reporting application.  Both systems are directly connected to Club Med’s international network.


AppliedNet is awarded a 7 year support services contract for technical support and management of Club Med’s telecommunication systems in Greece.  Alcatel-Lucent and its global partners are implementing similar installations worldwide for Club-Med.  In Greece, the project is implemented by Applied Networks Hellas.

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Με επιτυχία ολοκλήρωσε η Applied Networks Hellas την εγκατάσταση εξελιγμένων τηλεπικοινωνιακών συστημάτων της Alcatel-Lucent στα Club Med σε Αθήνα και Γρεκολίμανο Εύβοιας. Το έργο περιλαμβάνει την εγκατάσταση και τη διαχείριση σύγχρονων τηλεφωνικών κέντρων Alcatel-Lucent OMNI PCX Enterprise εξοπλισμένων για να καλύψουν τις ανάγκες ξενοδοχείου 610 δωματίων στην Εύβοια αλλά και τις ανάγκες Διοίκησης που βρίσκονται στην Αθήνα. Το τηλεφωνικό κέντρο στο Γκρεκολίμανο είναι τελευταίας έκδοσης και έχει διασυνδεθεί πλήρως με σύστημα PMS για τη διαχείριση των χρεώσεων του ξενοδοχείου. Στην Αθήνα έχει υλοποιηθεί εφαρμογή διαχείρισης κλήσεων Call Center ΟmniTouch CCD καθώς και εφαρμογή συλλογής και διαχείρισης στατιστικών στοιχείων. Και τα δύο συστήματα έχουν συνδεθεί απευθείας με κέντρα του εξωτερικού.


Η Applied Networks Hellas έχει αναλάβει την υποστήριξη και τη διαχείριση των Club Med στην Ελλάδα για τα επόμενα 7 χρόνια. Η Club Med πραγματοποιεί αντίστοιχες εγκαταστάσεις σε παγκόμια κλίμακα σε συνεργασία με την Alcatel-Lucent.  Στην Ελλάδα το έργο υλοποιείται από την Applied Networks Hellas.

Monday, 21 September 2009 10:33:45 (GTB Standard Time, UTC+02:00)  #    Comments [0] -
CTI
 Sunday, 15 March 2009

Applied Networks Hellas has recently been engaged in a host of cutting edge Alcatel-Lucent projects in Greece. Among our customers: Groupama, Marfin Egnatia Bank, Eurobank, Olympia Odos, Atiki Odos, Minoan Lines, Data Research & Consulting.  These projects involve advanced IP telephony solutions, call centers, management solutions and multi-vendor interoperability architectures.  Below the highlights in Greek:

ΟΛΥΜΠΙΑ ΟΔΟΣ ΛΕΙΤΟΥΡΓΙΑ Α.Ε.

Ενοποιημένο δίκτυο φωνής 9 τηλεφωνικών κέντρων Alcatel OMNI PCX Office, διασυνδεδεμένα με IP τεχνολογία. Δημιουργία ενιαίου Call Center με σύστημα καταγραφής και ηχογράφησης συνομιλιών. Σύγχρονο σύστημα διαχείρισης εξοπλισμού κι εφαρμογών.

Groupama ΦΟΙΝΙΞ Α.Ε.

Επιτυχής αναβάθμιση κεντρικού τηλεπικοινωνιακού κόμβου στην τελευταία  εμπορικά διαθέσιμη έκδοση Alcatel OMNI PCX Enterprise με εγκατάσταση ενός απομακρυσμένου IP Media Gateway με Passive Call Server.  Η αρχιτεκτονική σχεδιάστικε για την εξυπηρέτηση και απομακρυσμένων χρηστών στο Ηράκλειο της Κρήτης και να καλύψει τις ανάγκες του οργανισμού για την σταδιακή διασύνδεση επιπλέον απομακρυσμένων εγκαταστάσεων της Groupama. Το σε ενιαίο IP  τηλεφωνικό κέντρο εξασφαλίζει σημαντική μείωση των τηλεπικοινωνιακών δαπανών του Οργανισμού.

Αττική Οδος Α.Ε

Ολοκληρώθηκε η αναβάθμιση των κεντρικών κόμβων του τηλεφωνικού δικτύου της Αττικής Οδού, που περιλαμβάνει τη διασύνδεση 25 σημείων, σε τελευταία έκδοση. Οι κεντρικοί κόμβοι του τηλεφωνικού δικτύου μεταφέρουν σημαντικές πληροφορίες στο σύγχρονο Κέντρο Διαχείρισης Κυκλοφορίας. Επιπλέον υλοποιήθηκε σύγχρονη εφαρμογή για την διαχείριση όλου του εξοπλισμού που επιτρέπει την διάγνωση/αποτύπωση  καθώς και την αποκατάσταση όλου του εξοπλισμού.

DATA Research και Consulting

Υλοποιήθηκε σημαντική επέκταση του Call Center που επιτρέπει την διαχείριση μεγάλου αριθμού κλήσεων που δέχονται τα νοσοκομεία του Νομού Αχαίας. Επιπλέον υλοποιήθηκε σύγχρονο σύστημα καταγραφής κι ανάκλησης συνομιλιών.

Marfin Eγνατία Τράπεζα.

Εγκατάσταση τηλεφωνικών συστημάτων σε όλα τα νέα υποκαταστήματα της Τράπεζας με μελλοντική δυνατότητα διασύνδεσης και δημιουργίας ενιαίου δικτύου.

 Eurobank A.E.

24ωρης τεχνική υποστήριξη του τηλεφωνικού κέντρου της Εurobank με 700 ΙP users.

Μινωικές Γραμμές

Aναβάθμιση και διασύνδεση των κόμβων Ηρακλείου Κρήτης και Πειραιά που δίνει την δυνατότητα στις ΜΙΝΩΙΚΕΣ να έχουν απομακρυσμένους IP users σε διάφορα σημεία πώλησης εισιτηρίων.

Sunday, 15 March 2009 18:09:32 (GTB Standard Time, UTC+02:00)  #    Comments [0] -
CTI | IP Phones | OmniPCX Office | Unified Communications
 Monday, 23 February 2009

Applied Networks Hellas has recently announced a migration and Buy-Back program for Nortel customers that are looking to gradually migrate to Alcatel-Lucent technologies preserving their existing investment.  This offer involves:

  1. A Buy Back offer for Nortel equipment where necessary.
  2. Interconnection/Interoperability of new Alcatel-Lucent PBX deployments to existing Nortel equipment.
  3. Professional services for architectural design and gradual migration from Nortel to Alcatel-Lucent technologies.

This offer is designed to provide gradual migration, interoperability and financially attractive terms for customers wishing to diversify their Nortel telecommunications environment.  For more information please call Applied Networks Hellas at +30-2108105900 or e-mail sales@appliednet.gr.

 

Monday, 23 February 2009 10:47:12 (GTB Standard Time, UTC+02:00)  #    Comments [102] -
IP Phones | OmniPCX Office
 Tuesday, 13 May 2008

As part of the Alcatel-Lucent professional line, these state-ofthe-art IP phones are full-featured with integrated IP connectivity and telephony, bringing you the converged power of data and voice over IP. Besides its ability to support any web-based business application, IP Touch brings you optimized design, high-resolution, adjustable color or grayscale displays; superior listening quality and ring tones, plus the freedom and connectivity of Bluetooth® wireless technology.

Alcatel IP Touch 4038 User Guide - Greek.pdf (1.62 MB)

Tuesday, 13 May 2008 17:53:52 (GTB Standard Time, UTC+02:00)  #    Comments [97] -
IP Phones
 Tuesday, 25 March 2008

Microsoft‘s OCS provides instant messaging, presence, voice, video and web conferesning services within your corporate network.  It also integrates well with your Alcatel OXE PBX.

Different OCS configurations depend on requirements for scalability and network topology and can get quite complicated. A medium size orgamization with up to 2.000 users however, can implement a consolidated configuration that is simple to configure and maintain. Here is a configuration with a Front End server, an Edge server and a Mediation server for PBX integrationthat works!:

The basics:

 

Microsoft Office Communication Server works with two different client apps: Microsoft Office Communicator and Microsoft Office Live Meeting.  Office Communicator supports enterprise instant messaging and presence as well as voice and video communications for 1-1 calls or 1-few conferences.  Office Communicator  instant messaging is integrated with Active Directory which means that each user of the corporate network automatically gets access to any other user via instant messaging using the existing corporate directory infrastructure.  This is a significant for organizations with many users in different locations/buildings/floors.

Microsoft Office Live Meeting on the other hand supports web conferences – i.e. the ability to conduct remote presentations that include on screen presentations like PowerPoint, but also voice video and demos.  It is ideally suited for 1-few or 1-many presentations to remote corporate users or customers located outside the corporate network.   It provides access to the on-screen presentation material (example PowerPoint, or schematic diagrams), the ability to upload and download document handouts,  meeting notes and live Q&A and chats among participants.  It also allows presentations to be recorded for on-demand viewing.

Office Communicator and Office Live Meeting connect to the OCS server within the corporate network.   A consolidated Front End OCS server runs the OCS Front End Access (used mainly for Communicator), Conferencing (used for Live Meeting) and AV (used for voice and video for both Communicator and Live Meeting) roles. Users can connect to the corporate OCS server via the internet when an OCS Edge + ISA combination is deployed to provide internet connectivity.

OCS can also connect to a corporate PBX via an OCS Mediation Server which is a special OCS role that needs to be deployed in a different machine.  It provides codec translation between OCS and the PBX.  The PBX in turn can provide access to the entire corporate telephone network as well as the public telephone network.

How Many Users, how many servers?

A fully fledged implementation can be deployed in as few as 3 physical servers (OCS Front End, OCS Edge, OCS Mediation). This assumes that ISA Server, a DNS server and Active Directory are already available.   Such a configuration can support up to 2.000 users assuming a decent network infrastructure with good links to the central location where the OCS Front End server is located.

Can OCS be deployed virtualized?

Not in production environments.  However, in test environments, a fully fledged consolidated configuration can be deployed in a 100% virtual server environment in a single machine with enough memory and a dual core processor!  This includes, OCS FE, Edge, Mediation, ISA, etc.  While such a virtual implementation is not recommended by Microsoft, in our lab environment it works fine.  Voice quality as well as general performance is excellent for a small number of users.

How about PBX Integration?

Applied Networks has implemented a connection from OCS to an Alcatel OmniPCX Enterprise PBX (OXE) with call forking (routing of calls to both telephones and Communicators).  While specialist skills are required to configure the OCS Mediation server and the PBX, the configuration works well in both directions.  It provides transparent access to the corporate telephone network as well as the public telephone network to OCS clients.

Physical Network Configuration

The OCS Edge server needs an interface that connects to the internet with 3 public IP addresses (in the example above 85.89.160.182, 85.89.160.183, 85.89.160.184).  These are used for the OCS Access Edge, the OCS Conferencing Edge and the OCS AV Edge interfaces respectively.  The last one needs to be a fully routable public address (not NAT).   The OCS Edge server is not joined in the Active Directory domain and is a standalone server in a workgroup.   In a simple configuration, you can acquire a broadband connection with a static block IP address range from your ISP. You can assign public IP addresses from your range to the Edge server interfaces (as well as the ISA server public interface).  You also assign a public address to the router internal LAN interface and disable NAT.  This will make your Edge server directly contactable from the Internet.  This is of course a basic configuration suitable for test environments and small loads.  You would use a DMZ configuration and load balancers for heavier loads.

Ports ,  Certificates  and DNS

OCS port and certificate configuration can be cumbersome.  The configuration in the diagram above works.  You need a number of certificates that can be issued by your private certification authority and 4 that you have to buy from a public certification authority.  Here are the details:

Private Certification Authority (example: contosoCA)

·         The OCS Front End Server uses a single certificate for all roles. 
Subject name: ocs.corpnet.contoso.local (matches the OCS FQDN).
Subject Alternative Name: sip.contoso.com ocs.contoso.com

·         The OCS Edge Server uses a private CA certificate for the local (LAN) interface:
Subject name: ocsedge.edge.contoso.local (matches the OCS Edge server FQDN).

·         The OCS Mediation Server uses a private CA certificate:
Subject name: ocsm.corpnet.contoso.local (matches the OCS Mediation server FQDN).

Public Certification Authority (www.certificatesforexchange.com Starfield CA provides good value for money and the certificates work fine with OCS)

You need 4 certificates:

·         Access Edge: ocsae.contoso.com
Subject Name: ocsae.contoso.com

·         Conference Edge: ocsce.contoso.com
Subject Name: ocsce.contoso.com

·         AV Edge: ocsav.contoso.com
Subject Name: ocsav.contoso.com

·         ISA Server OCS Listener: ocs.contoso.com
Subject Name: ocs.contoso.com

To generate and install the certificates you use the certificate wizard that comes with OCS.  However you need access to your corporate CA to generate the private certificates.  Installing the ISA OCS listener certificate is also tricky.  You need to store this in the personal certificate store of the local machine using the IIS console (rather than mmc).

DNS:
In your internal DNS you need :

  • A records for your OCS Front End Server, Mediation server and Edge Server in the corpnet.contoso.local zone. 
  • A split DNS implementation i.e. a copy of the contoso.com zone in the internal DNS to be used by internal users only.
  • A CNAME record in the contoso.com zone.  CNAME: sip.contoso.com pointing to ocs.corpnet.contoso.local.

In your external DNS you need:

  • A records: ocs (ISA OCS Listener), ocsae (ocs access edge ip address)
    ocsce (ocs conference edge address), ocsav (.ocs AV edge address)
  • A SRV record: _sip._tls.contoso.com pointing to ocsae.contoso.com port 443

OCS Mediation Server

OCS can connect to an Alcatel OXE PBX through its native mediation server. This configuration requires the correct codec configuration in the PBX as well as the correct voice user configuration for the OCS network.  The PBX can fork calls and provide access to the internal telephone system as well as the public telephone network.

www.appliednet.gr

Tuesday, 25 March 2008 17:37:53 (GTB Standard Time, UTC+02:00)  #    Comments [286] -
Unified Communications | VoIP
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