Product Specification: Fusion 3.0

Introduction

UC Template 3.0 is a modular solution for Unified Communication in a hybrid cloud model, where software delivered as a service (SaaS). The solution is most scalable and allows you to effectively respond to the changing communication needs of your organization. It is based on open standards and is highly efficient from an operational point of view. Updates and a water-proof disaster recovery pack (automated and guaranteed back-up, documentation, redundancy) are included.

Features

Users

Profile colors

Users can manage the telephony behavior for their extension themselves, with convenient default parameters already in place. The administrator of the system can always change those parameters. To enforce restrictions, access levels can be applied:

Access level	Forward settings	First action	Second action	My groups	Important numbers	Personal Menu options	Security options
Green
Blue
Purple
Red

The functionality list below illustrates what the user can configure in the different access levels.

Functionality

• Available statuses
  • Office
  • Teleworking
  • Busy
  • Holiday
  • Out of the office
• CFU (Green - Blue - Purple - Red)
  • Number of the contact transferring the call shown on screen (if phone supports Caller ID name)
  • Possibility to keep the number of the original caller for external forwards (depending on external line)
  • The administrator can configure restrictions for the destination
  • For forwards to external numbers, the caller id of the contact transferring the call will be shown
• Configurable ring time (Green - Blue - Purple)
  • Up to 5 minutes (depending on operator)
• Different behavior depending on status and whether internal/external call (Green - Blue - Purple)
  • Ring primary phone
  • Ring primary and secondary phone
  • Ring assistant
  • Ring secondary phone
  • Play a "holiday" or "busy" message
  • Go to fall-back (skip)
• Different behavior when assistant calls (manager only) (Green - Blue)
  • Ring primary phone
  • Ring primary and secondary phone
  • Ring secondary phone
  • Go to mobile phone of the user (no second action will be executed if the mobile operator picks up before ringing time configured)
  • Go to fall-back (skip)
• Fall-back action (Green - Blue)
  • To voicemail
  • To my assistant (manager only)
  • To mobile phone
  • To team
  • To general reception
  • To Personal Menu
    • Voicemail
    • Alternative number
    • Mobile phone of the user
    • Callback (internal calls only)
    • General reception
    • Team
    • Assistant (manager only)
• CFB (Green - Blue - Purple - Red)
  • Number of the contact transferring the call shown on screen (if phone supports Caller ID name)
  • Not possible to keep the number of the original caller for external forwards
  • The administrator can configure restrictions for the destination
  • For forwards to external numbers, the caller id of the contact transferring the call will be shown
• Call waiting (Green - Blue - Purple - Red)
• Change important numbers (Green)
  • Assistant number (manager only)
  • Team number
  • Alternative number
• CLIP/CLIR (Green - Blue)
• Dynamic member of up to 3 queues
  • Penalties from 0 to 10
  • Configurable queue login/logout based on status
• Pincode
  • Editable by the administrator on the SMP (change only, impossible to view)
  • Editable by the user using the phone

Language support

• 3 languages are supported for default audio messages and user interfaces:
  • English
  • French
  • Dutch
• Messages will be played in a smart way
  • Internal calls: the language of the caller will be used
  • External calls: the language of the called will be used
• Phone display in the language of the user (except status and soft buttons)
• net.Desktop in the language of the user

Phones and other SIP devices

A list of supported and available SIP phones/devices can be found here.

Easy phone provisioning: Zero config

The Zero config service significantly speeds up the installation of a large pool of phones. After connecting them to the network, the system will automatically ask which extension the phone should receive.

Voicemail

• Included and activated by default
• New voicemail indication is shown on the phone (flashing light and information on the screen, depending on the phone)
• Telephony voicemail menu with 2 folders : "new" and "old"
• Voicemail menu protected by pincode
• Access to voicemail menu via a soft button, short code and external number (if configured)
• Access to someone else's voicemails via short code
• Access via net.Desktop, voicemails played via PC speakers
• Sent via e-mail as wav file
• The user's name can be defined for the welcome message or a full customizable welcome message can be recorded through the voicemail menu

PUM

Personal User Mobility (PUM) enables a user to move from one desk to another while having his personal settings available on whichever phone that is being used.

• Call a specific number to log in (see short codes). The message is played in the language of the phone's current extension (English if no extension)
• Call a specific number to log out (see short codes). The message is played in the language of the phone's current extension (English if no extension)
• Works cluster-wide, both for Polycom and Aastra phones

Shortcodes

Shortcodes allow a user to change certain settings and to grant access to service numbers, such as

• (De-)activate call waiting
• Consult voicemail (of another extension)
• Change pincode
• Extension, group and department pickup
• Business code (in & outgoing)
• (De-)activate CFU
• (De-)activate CFB
• Log in/out to/from group(s)
• Pum log in/out
• Record group & IVR messages

Fax

Incoming faxes

3 solutions are available for incoming faxes

• "fax-to-email" Fax Server: Incoming faxes are converted to a PDF file which is sent by e-mail to a configurable e-mail address.
• A fax machine connected to a T.38 compatible ATA
• A fax machine connected to an FXS port on the SOP (end of sales)

Outgoing faxes

• Fax machines connected to a T.38 compatible ATA
• Fax machines connected to an FXS port on the SOP (end of sales)

Modem

It is strongly advised to connect modems on a separate POTS line. If needed, they can also be connected to an FXS card on the SOP.

UC Desktop applications

net.Desktop

net.Desktop is available.

net.Console

net.Console is available.

Auditing , monitoring and backups

Every modification on the SMP will be logged, a full audit log is available.

To be able to resolve any potential issues quickly, automatic snapshots are made at key moments.

Every SOP's health is monitored by the SMP with an interval of just a few minutes. This allows us to detect potential issues before they even become apparent for the users.

Architectures

The following architectures are supported:

• Standalone
• Active/Standby
• A cluster with an active/active SOP pair
• Clusters with a combination of the previous setups

IVR

A powerful, configurable IVR allows for date/time verification and a cascade to several options such as forwarding, playing of a message, voicemail, etc. . More information can be found in the technical feature list

Call groups

2 Types of call groups are available: Hunt groups and Call queuers. Both will distribute phone calls from a single telephone number to a group of several phone lines, using a convenient and configurable logic. While a Hunt group will call the agents in a fixed order, a Call Queuer will spread out the calls more evenly using a selectable strategy. Features such as playing a welcome message, configurable ring time for the agents, fallback to voicemail/another number, holiday/opening hours time and date check are all supported. More detailed information can be found in the technical feature list.

Call pickup

3 Types of call pickups are available.

• Group pickup: Pick up the phone of someone in the same group
• Extension pickup: Pick up a specific extension
• Department pickup: Pick up the phone of someone in the same department

Conferences

A conference room (also known as a conference bridge) allows you to talk to multiple people at the same time. Up to 20 individually configurable conference rooms can be created. All conference rooms are protected by a pincode.

Short Numbers

Short numbers are speeddials that globally available and not just for 1 user: The administrator the system can create an internal extension which, if called, will be automatically translated to another (typically longer) number.

Example: Call 5000 to talk to the taxi company. If the number of the taxi company ever changes, or the organization starts using another taxi company, the administrator only has to modify the external number while all users of the system can continue calling 5000 if they need a taxi.

When receiving a call from a number that is configured as short number, the name and number will be replaced by the one configured for the short number.

Example: When the taxi company calls, it will show "Taxi company <5000>" on the device receiving the call.

FMU

Fixed Mobile Unification (FMU) support has been included by default.

External connectivity / ISDN / VoIP

To be able to make outgoing calls, multiple technologies are supported:

• SIP/RTP
• BRI-ISDN, also known as BA
• PRI-ISDN (EuroISDN), also known as PRA

ISDN lines of the same type (PRA/BA) can be grouped together to 1 single trunk group. Outgoing calls can be sent over up to 4 different trunk groups. Fallback trunk groups don't necessarily need to be of the same type.

Example: (*)

• Default outgoing line: SIP trunk
• Fallback 1: 1PRI
• Fallback 2: 4BRI
• Fallback 3: none

(*) Depending on the SOP hardware and interface cards, this combination of trunks might not be possible

Business code

Certain professions, usually related to law or sales, require the ability to 'tag' specific calls to be able to invoice the time spent during the phone call. Setting this 'tag' or cusiness code is possible for both outgoing and incoming calls. More detailed information can be found in the technical feature list.

Call Admission Control

Call Admission Control will allow you to limit the bandwidth between sites

Connected line Identification presentation

More information on Connected line Identification presentation (COLP) can be found here

Fusion SOP API

Fusion provides simple XML interfaces to 3rd-party applications. These APIs are specified in: Developer Guide: Fusion SOP API Reference.

For more information refer to SOP API

Limitations

• net.Desktop :
  • Some features (example: call recording) might not work as long as you don't force the phone to not use re-invite.
  • Outgoing faxes via net.Desktop are not supported.
  • Only the call pickup type "Group pickup" is supported.
• net.Console :
  • "active-active" mode is not supported.
  • The "internal reception" feature is not supported.
• Language support :
  • Mails sent by the SOP are always in English (voicemails, incoming faxes).
  • The net.Desktop interface language is not provisioned through the SMP but needs to be chosen by the end-user.
• PUM :
  • Extension mobility only on the same brand of phone.
  • Personal directory and speeddials stored on the phone do not migrate to another phone.
• Call pickup :
  • For all 3 types of group pickups, the phone of the user who does the pickup and the phone which is picked up should be on the same SOP
• ATA :
  • 4 fax maximum on CISCO SPA8000
  • Modem on ATA is not supported.
• Other :
  • A Belgian routing table has been provisioned. International setups are not supported
  • LDAP synchronization is not part of this version, although it can be used after configuring it yourself.

Other limitations are documented in depth in this document

Other resources

All UC Template 3.0 documentation can be found here.

About Escaux UCS

Escaux has developed the Unified Communication Solution as a modular solution based on open standards. Escaux UCS offers companies an easy-to-use platform with high operational efficiency. This guarantees increased efficiency, both for the users as well as for the administrators. Because of the modularity, an Escaux UCS solution is typically cheaper than solutions based on an IP PBX, while retaining configuration-to-measure advantages over a Centrex solution. As a result, Escaux UCS offers very high value for money in a future-proof solution, while offering market beating performance. Its high configurability, even for international multi-site setups, means cost saving opportunities on any level in your company.

About Escaux

Escaux was founded in 2002 and has a wide range of unique Unified Communication (UC) and Fixed Mobile Unification (FMU) building blocks in portfolio allowing Service Providers, Integrators and Mobile Operators to build Industrialized On-Premise, Hybrid-Cloud and Cloud based solutions suited to the needs of SOHO, SME and Corporate customers. The company has gained the trust of many corporate, stock quoted and public companies.