IFTN Features and Functions

There is no standard level of IFTN feature/function transparency within the PBX industry. Some PBXs support a very high percentage of features and functions across multiple networked systems, up to 90 percent of the total generic software program, and some support less than 50 percent. Almost all PBX system IFTN options support the following basic feature/functions:

• Basic calling with the use of a flexible dialing plan (typically four or five digits)

• Voice terminal display information (calling party/called party name and number, call redirection information)

• Call forwarding services

• Call transfer

• Call conferencing

• Automatic callback

• Bridged call appearance

• Message waiting indication

• Trunk release

• Network-wide attendant services

• Network-wide CDR

An important category of features supported by only a few IFTN solutions is ACD. For example, all 55 of the identifiable NEAX 2400 IPX ACD features are available with Fusion CCS. The NEC ACD Agent Anywhere option is an intelligent network of multiple ACD systems using Fusion CCS links. ACD nodes can communicate with each other and pass and interpret signaling, caller ID, call prompt, and database information across the network. Intelligent interflow routing of callers between nodes improves customer service levels, balances traffic load, and optimizes agent productivity. Fusion CCS also supports centralized management reporting and supervisor workstation data screens. A multiple system ACD network has built-in redundancy to reduce system down time and increase customer satisfaction.

The Agent Anywhere option supports distributed ACD agents behind switch nodes remote from a centralized ACD processor node. ACD agents can be deployed anywhere within a Fusion CCS network, with the only restriction being that the remote switch node be directly linked, (no pass through signaling), to the control switch node. Agent Anywhere can be implemented when using internal or external ACD processing and software options. The Fusion CCS solution supports decentralized agents assigned to the same call split across multiple nodes. Incoming calls to the central control node can be routed to available agents in remote nodes if all agents are busy at the central location. For configu- rations with local incoming trunking at remote node locations, calls can be queued at the central control node location when no remote agents are available.

Many customers’ ACD-based call center systems include a CTI application server. A centralized CTI application server capable of supporting more than one PBX/ACD switch node is less costly and easier to manage and maintain than application servers at each customer location. The NEC Fusion CCS option supports a centralized CTI application server for ACD systems. Another good example of a centralized application server solution used within an IFTN configuration is the Siemens HiPath Allserve 150. A centralized Windows NT application server can support a network of one to four Siemens Hicom 150H systems networked with the Siemens CorNet option implemented over an IP LAN/WAN. The applications, run on a single server for all networked PBXs, include messaging, call center, personal call manager, and call accounting.

Perhaps the most important transparent system operations are management and control from a centralized application server. A central database for all Hicom 150H switch nodes resides in the application server. The centralized server provides one access point to administer and maintain each system. Station move/add/change transactions are implemented as if there were a single system, not multiple switch nodes. A single management or maintenance command can be applied to all switch nodes across the network, instead of inputting individual changes to individual systems. Centralized management system capabilities for all move, add, and change procedures is an important IFTN capability that is not commonly supported by most traditional circuit switched PBX IFTN options but is supported by more of the newer client/server IP-PBX system designs, such as Cisco’s AVVID IP telephony system.

Shared applications resources for call center, messaging, and management operations are an important IFTN cost savings benefit. The first IFTN offerings were limited to shared VMS applications. One VMS supported station users across a network of PBX systems. One of the cost savings components is attributable to the lower price for a single, very large messaging system as opposed to the collective cost of several smaller systems with equal voice mailbox and storage capabilities. Another cost savings component is ongoing management and service. Maintaining one messaging system is less costly and more efficient than maintaining several systems. The same cost savings criteria can be attributed to other shared application resources in an IFTN configuration.