SiemensÒ HicomÒ 300 E Competitive Update

 

 

 

 

 

 

 

 

 

 

 

Date: February 23, 2000

NEC America, Inc.

Corporate Networks Group

1555 W. Walnut Hill Lane

Irving, Texas 75038

 

 

 

 

Siemens Hicom 300 Overview

 

The Hicom 300 has a maximum system capacity of 384 to 8,000 ports, 10,000 trunks (when ATM is used), and 7,500 stations.  Per Phillips Infotech and the TEQConsult Group, the Siemens Hicom 300 has a maximum call processing rating of 75,000 BHC (Busy Hour Calls).

 

A 6-shelf basic cabinet includes a Common Control and Administration Duplex shelf, a modular power shelf, and up to 4 Line Trunk Unit (LTUE) shelves.  Each LTUE shelf supports 16 universal card slots for peripheral interface circuit cards for a maximum of 384 ports (but with only 256 timeslots) per LTUE shelf.  Two expansion cabinets can be used to accommodate 6 additional LTU shelves each with maximum configuration of 15 LTUE shelves.

 

The system uses 8-circuit cards for CO and DID trunks, 16-circuit cards for CO trunks, and 16/24-circuit cards for analog on or off premise stations.

 

An STMA card allows ATM networking among Hicom 300 E systems (each STMA card provides the capacity of 4 T1s or 92 channels).

 

The Hicom 300 is a Blocking system and only has 128 to 1,920 Conversation Paths.  The Hicom 300 hardware configuration consists of 1 to 3 cabinets.  The processor is an IntelÒ 486 CPU.

 

Redundancy is available as an option on the common control circuit, disk drives, and power supplies.  Redundancy is also optional on the processor, switching network, service unit, and clocking - signaling bus redundancy.

 

The Hicom 300 card slots are universal.  Wiring structure is 1 pair required, 4 pair recommended, and 4 pair for the attendant console.

 

The Hicom 300 does not support true Tenant Service, but goes one step lower by supporting the establishment of connect groups.  These groups can be assigned designated trunks and an attendant console.  They can have intercom calling blocked to other groups.

 

The Hicom 300 now has the ability to do IP Telephony as an Option.  The Siemens' Hicom XpressÒ Telephony Internet Server (TIS) 1.0 is an IP Telephony gateway that routes voice and fax calls over a corporate intranet or the Internet.  TIS uses a standard T1 interface connection to a Hicom 300 or CBX 9751 system.  Each TIS 1.0 system supports up to two T1s that connect to the PBX for a total of 46 simultaneous voice or fax calls (2 channels are reserved for PRI/CorNetÒ protocols needed for a future release of TIS).  Sites requiring more than 46 channels can add additional TIS servers; however, the number of T1s cannot exceed 33.

 

Remote Configuration

 

The Hicom 300 offers a Remote Communications Module (RCM).  The RCM functions as a low-end PBX that enables users to connect remote locations up to 7,000 miles from the host via a T1 line.  A single RCM supports as many as 128 ports.  The Hicom 300 can support a maximum of up to 30 RCMs.  Each RCM accommodates up to 128 Siemens ROLMphonesÒ.  The RCM allows data, PhoneMailÒ, Siemens ROLMfaxÒ, and ACD features located at the host switch to be utilized at remote sites.

 

Special Feature Notes

 

The Hicom 300 family uses the ISDN-based CorNet-N networking protocol to network the Hicom or 9751 CBX systems via T1 links.  Features include route optimization, DISA, uniform dialing and centralized voice mail.  Software Release 6.5 supports ATM networking among multiple switches in different locations.  One STMA card (which fits into new and existing Hicom 300 E systems) provides the capacity of 4 T1 trunk cards and fiber access to the ATM network.  Two interfaces are available: a Multi-mode interface provides connectivity between the ATM switch and the Hicom 300 E (or between two Hicom 300 E systems) up to a distance of 2 kilometers.  The Single-Mode interface extends the distance to 15 kilometers (9.3 miles).  Release 6.5 supports CorNet-NQ which allows QSIG connectivity to other vendors' systems.  CorNet supports Directed Call Pickup, Call Park, and a private numbering plan (up to 12 digits) on any Hicom 300 E in a CorNet Private Network.

Interface Cards

A backplane in each Hicom 300 cabinet provides universal TDM slots that accommodate system interface cards.  Single card interfaces include:


Route Optimization and Networking

The Hicom 300 also offers route optimization software, which provides flexible routing for outgoing calls, including least cost routing (LCR), where multiple carrier facilities and/or tie lines are available.  The feature supports alternative or specialized carrier selection through dial-1 prefixing, and incorporates route queuing features.  In addition, the system supports Automatic Alternate Routing (AAR).

 

Route Optimization also incorporates two levels of toll restriction.  The basic software provides simple 1/0 toll restriction whereby designated stations cannot access any number that requires dialing a 1 or 0 prefix.  Table Driven Toll Restriction is an optional version of the software that enables managers to limit toll calls according to area code and exchange prefixes in addition to 1 and 0 prefixes.

 

Satellite Operations (SAT OPS) is a networking option that reduces toll call costs for dispersed companies.  SAT OPS assumes a hub/satellite relationship between multiple Hicom 300s, allowing users to link all stations on all systems via PBX trunks, rather than through the public telephone network.

 

CorNet

 

CorNet is Siemens' global framework for transparently connecting systems and servers. CorNet is based on ISDN protocols and uses standard T1 links.  CorNet allows Siemens ICN products to be networked together with feature transparency.  Switches equipped with CorNet provide automatic name and number identification to the host switch and to geographically dispersed sites.  Other centralized resources, including access to long distance services, PhoneMail, and Siemens ROLMfax, are shared among networked sites.

 

The Hicom 300 also supports Siemens' CorNet-N private networking, an optional feature that uses out-of-band ISDN D-channel signaling to provide feature transparency between Hicom 300 Model 30 and Model 80 PBXs, as well as with Siemens ICN 9200 CBX, SATURNÒ systems.

 

Another networking option for Hicom 300 is CorNet-P, an ISDN PRI (via a TMD24 T1 card) to public network ISDN facilities.  Connectivity is provided to AT&T central office switches and MCI WorldCom facilities.  CorNet-P supports call set up to carrier voice and data services and the exchange of calling party and called party numbers.

 

Network Management

The Hicom 300 supports a variety of network management tools, including NetView/PCÒ and Siemens ICN's latest offering, Siemens ROLMCenterÒ.  Internally, the Hicom 300 system administration software performs routine data management tasks, and incorporates limited problem determination facilities.  An Automatic Facilities Test System (AFACTS) provides diagnostics and fault-monitoring capabilities, performing a series of tests on trunks connected to the Hicom 300.  In addition, the software collects statistics on system activity in traffic tables, which can be organized into groups and stored for further analysis.

ATM Connectivity

 

The Hicom 300 E Version 1.0 supports an integrated ATM Interworking Unit (IWU) that enables a connection to private network ATM switches or to public network ATM services.  The ATM Interworking Unit converts the Hicom synchronous bit streams--ISDN B channels--into ATM cells for transmission across an ATM network, allowing Hicom integration with existing ATM backbone networks.

 

The Hicom 300 E supports standard ATM interfaces to external ATM switches (UNI 3.1 and UNI 4.0), enabling network interconnectivity with third-party, standards-compliant ATM switches.

 

Hicom 300 E Version 2.0l introduced ATM phase two enhancements such as support for switched virtual ATM connections with "basic call" functionality--enabling Hicom network ATM connections to be set up and disconnected on demand.  This mode also allows communications between ISDN and ATM desktop PCs.  ATM interworking is based on the Voice and Telephony Over ATM (VTOA) standard and UNI 4.0 signaling.

 

PhoneMail

 

The Hicom 300 offers PhoneMail which is a fully integrated product into the Hicom 300.  PhoneMail does not operate over a Windows NT operating system.  PhoneMail supports messaging on the Hicom 300. The current issue of PhoneMail is Release 6.2, which expands the PhoneMail Network to 512 sites.  PhoneMail Release 6.2 introduces speech recognition technology with voice-activated call routing and provides for digital tape backup.  The release also supports additional languages for both international and domestic customers.

 

At full capacity, PhoneMail can accommodate 32,000 mailboxes.  An enhanced voice processor can be added to each Hicom 300 node to provide automatic volume control and improved silence suppression for more efficient voice storage.

 

In addition to the system's voice-activated call routing feature, PhoneMail provides other features such as ANI support, future and urgent message delivery, class of service enhancements, and outcalling.

 

The new Siemens unified messaging product called ExpressionsÒ 470 is an NT based adjunct box and will be discussed below.

 

 

PhoneMail offers multivendor support, in addition to support for the Audio Messaging Interchange Specifications (AMIS) analog networking, allowing users to exchange voice messages with users on other vendors' AMIS-compatible voice mail systems.  This PhoneMail release can also be equipped with a Digital Voice Terminal Adapter (DVTA) card, providing digital integration with Lucent’sÒ DEFINITYÒ PBX.  PhoneMail's communications capabilities also include connections to Lucent'sÒ 5ESS-2000Ò switch; Nortel'sÒ MeridianÒ 1 and DMS SuperNode; and NEC America's NEAXÒ 2400 IMX.

 

PhoneMail operates on an Intel 80386 processor.

 

Computer-to-PBX Integration

 

ComManager

 

ComManagerÒ 3.0 PC-Telephony software supports Microsoft TAPI with native 32-bit support for WindowsÒ 95 and NTÒ Platforms. ComManager 3.0 uses three integrated communications modules that can be used independently of each other to give users call control, database management, and communications logging functions.

 

The system provides access to the features of the user's telephone and voice messaging system through a PC-based graphical user interface (GUI).  The product operates with a variety of hardware from different vendors, including modems, telephone sets and PC cards.  The GUI offers speed dialing, a tab-and-folder structure, and intuitive icons.  ComManager provides a search mechanism to help find call-related data such as numbers, names, and notes in both the Com Log and Address Manager modules.

 

ComManager 3.0 also provides Dynamic Data Exchange (DDE) support, which adds telephony features to other PC applications.  A captured Caller ID number can be passed to either a local or remote database to screen-pop a record, or a call can be made from a spreadsheet program linked to ComManager.


 

HICOM 300 ACD

 

CAPACITIES

 

Announcements per Group:    64

Agent Groups:                    1,020

Supervisors per Group:             1

Agents per Group:              1,000            

Supervisors per System:         50

Agents per System:            4,000

 

Capacity Notes

 

Various capacity packages are offered based on number of agents, supervisors, and features required.  The system supports 4 levels of Call Routing:

 

1.     ANI/DNIS Source/Destination Based Routing

2.     Time of Day/Day of Week Calendar Routing

3.     End-of-Shift Routing

4.     Route Table Processing

 

Route Table Processing can consist of up to 4,000 routes at 16 steps per route or

up to 1,000 routes at 64 steps per route.

 

The Hicom 300 system also supports a resume routing package that routes calls based on Caller ID/ANI/DNIS information; customer inputs to voice mail or voice response systems; and assigns calls to agents based on combinations of skill categories and skill levels (with up to 200 skills assignable by agent).  The Hicom 300 maxes out at a maximum of 750 active agents.

 

ACD CHARACTERISTICS

 

The ACD package is telephone system software based and may be PC application processor based.  The software is proprietary to the Hicom 300.

 

The ACD package is compatible with other telephone systems offered by Siemens like the 9751 CBX/Models 30, 30E, 30EX, 80,and 80EX systems as well as all the Hicom 300 Models 30, 80, 30EX, and 80EX.

 

Note that there is not a smooth transition from one ACD package to another as migration can require different software loads, ACD servers, and/or processors in the PBX system.

 

An individual agent can log into multiple ACD groups using separate ACD group line appearances on his or her phone; however, the system will not recognize when an agent is busy on a call with one ACD group and be able to block new calls from additional ACD groups.

 

HICOM 300 MAJOR FEATURES for ACD

 

Routing to Longest Idle Agent      Standard       

Source ID                                      Standard

FIFO Queuing                               Standard             

Service Calls/Threshold Alert       Standard

Trunk Priority Routing                   Standard             

Help/Emergency Key                    Standard

Queue Factors                              Standard             

 

Call Qualification

 

Via Programmable key           Not Available

Via Code Entry                             Standard

 

 

Programmable CO Ringing           Standard             

Night Service                                Standard

Wrap Up/Work Time                     Standard             

No. of Call Classifications    No Information

Group Overflow (within system)    Standard             

Override/Monitor Capability          Standard

(out of system)                              Standard            

Music-on-Hold                              Optional

Queue Status                                Standard

Reconfiguration by Mgr. or Supv. Optional

Agent ID Codes                            Standard

PBX Feature Access                     Standard

Maximum No. of Codes                4000

Historical Data Storage                 Standard

Agent Ready/Not Ready               Standard

Agent Logon/Logoff                      Standard

Trunk Limit Check                         Standard

Data Storage Capacity of 14 days to 3 years

 

HICOM 300 ACD DISPLAYS AND REPORTS

 

Online/Real Time Info.            Standard

Group Activity                       Standard

On Demand Reports               Standard

Trunk Activity                        Standard

Hourly Reports                        Standard

Agent Activity                        Standard

Daily Reports                          Standard

Performance                         Standard

Weekly Reports                       Standard

Abandoned Calls                  Standard

Monthly Reports                      Standard

Overflowed Calls                   Standard

Quarterly Reports                    Optional

Exceptions/Problems            Optional

User-Definable Reports           Optional

Call Qualification                   Standard

System Status                         Standard

Forecast                                Optional

 

Hardware Requirements

 

The Hicom ACD requires a special PC/Application Processor along with an AIXÒ (IBMÒ UNIXÒ) operating system residing on a RISC/6000 processor.  Memory capacity required is 64MB RAM and a 4 GB hard drive minimum on storage capacity.

 

Siemens Adds CRM Solution

 

Based on Siemens' Resume Routing CRM platform, the new solution combines Siemens' Xpressions 470 unified messaging system, MicrosoftÒ NetMeeting software and Siemens' ProCenter MX Email application to provide e-service and multimedia call center support in the form of:  messaging, routing, reporting, forecasting, and agent scheduling, as well real-time chat options to support customers in an e-commerce environment.


 

ProCenter MX

 

The ProCenter MX Email system enables call centers to route, track and report customers' e-mail communication.  MX Email will "read" incoming e-mails, either direct or from Web forms, looking for keywords and then route them to the best-skilled call center agent.  ProCenter MX Email also allows contact centers to automate responses to customers within established timeframes and to provide detailed data warehousing and reporting on all e-mail and multimedia interactions, via the use of Xpressions, in the call center.

 

Siemens Opens Unified Messaging

 

Xpressions 470

 

The Xpressions 470 is an integrated application suite that allows users to access, send and receive voice, fax and e-mail messages anytime, anywhere via the communications device of their choice including the phone, PC or fax device.  All voice, fax and e-mail messages are stored in a common inbox.

 

Like unified messaging systems from AVT Corp., Active Voice Corp., Lucent and Nortel, the Siemens product is aimed at simplifying the lives of business people who receive communications in different media (voicemail, e-mail, pagers and fax).  Mobile users can have their e-mail read to them over a phone, or attach a voice reply to an outgoing e-mail.

Xpressions 470 was introduced as a hardware/software solution in two models: Xpressions 472 supports workgroups between 4 to 16 voice sessions; Xpressions 475 supports workgroups up to 48 voice sessions.  Pricing is from $100 to $300 per subscriber mailbox, of course, depending on configuration.

Siemens Connect Server

Siemens announced the availability of the Connect Server, a system that will enable companies with legacy PhoneMail systems to transparently exchange voice messages with Xpressions 470 unified messaging users over the corporate TCP/IP LAN or WAN.

 

The server, which will begin shipping in April, also enables IP connectivity between multi-site PhoneMail networks or mixed PhoneMail/Xpressions 470 environments. Current PhoneMail systems typically exchange messages over the Public Switched Telephone Network with long distance charges.  The Connect Server leverages Internet technologies to enable voice message exchange over a corporate intranet.  Connect Server connectivity also enables PhoneMail customers to affordably transition individual workgroups or users to Xpressions 470 unified messaging solutions on an as-needed basis.

 

The Connect Server system is built on a Microsoft NT operating system and features a token ring card for connection to PhoneMail systems, a LAN interface card, and core software.  Key system features include a PhoneMail emulator; mail forwarder, SMTP connectivity and web-based system administration.

Siemens Connect Server Components

PhoneMail Emulator -- This software component emulates the functions of a PhoneMail node and enables the Connect Server to exchange system data or user data with other PhoneMail nodes over the token ring network.

 

Mail Forwarder -- The Connect Server's mail forwarder facilitates the migration of existing PhoneMail users to Xpressions 470 unified messaging.  Mail Forwarder pushes messages from PhoneMail mailboxes to specified Xpressions 470 mailboxes, enabling customers keep their current PhoneMail messaging infrastructure while migrating a group of users from PhoneMail to Xpressions 470.

 

SMTP Connector -- The SMTP Connector sends or receives voice messages to or from the TCP/IP network, converting voice messages from PhoneMail format to MicrosoftÒ Audio Compression Manager and vice versa.  It also filters out non-voice messages.

 

System Administration -- The Connect Server has an intuitive web-based system administration tool that enables authorized users to set up and configure systems, monitor and back up systems, and run various message reports.

 

The Connect Server is available only through Siemens direct sales channels and a turnkey system is priced at $10,000.

 

Hicom 300 Pricing

 

The Hicom 300 E ranges in price up to $1,000 per port, depending on the configuration. · PhoneMail Plus ranges in price from $1,850 to $4,000 per PhoneMail system.

 

The systems' ISDN BRI telephones cost $650 each.  Siemens ICN's basic ACD package, which includes the server, Call Center Management System, and Flex-Routing is offered from $6500.  CallBridge Release 2 software starts at $18,000.

 

Siemens Limitations

 

Within the Hicom 300 E platform, Siemens does not currently have a product that can compete for very large system business (10,000+ lines) against the likes of Lucent (Definity ECSr), Nortel (Meridian 1 Option 81C or SL-100 models), NEC (NEAX 2400 IMX), or Ericsson (ConsonoÒ  MD110) in competitive bid situations.  The older ROLM 9751 Model 70 was targeted for such large business applications (up to 20,000 lines) but is rarely marketed anymore.  In bidding for larger installations, Siemens' strategy is reliant on networking multiple switches.

 

Bottom Line

 

Siemens has already begun serious efforts to rationalize its disjointed PBX product lines, but there is still some confusion among customers over the many existing names (and systems) in Siemens' global PBX portfolio (e.g., Hicom, 8818, 9751, 9200, Saturn, GPT, OMNI, EMS, etc.), as well as apprehension about those systems' life cycles and a migration path which has plagued Siemens for the past few years causing them to go from number 3 in the PBX world to number 4 behind NEC.

Chart 1 NEAX 2400 IMX versus the Siemens Hicom 300 side by side comparison

 

Feature

NEAXÒ 2400 IMX

Siemens Hicom 300

Installed Base

Over 12,000

3,000+

Ports

32,768