Unified communications

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Unified communications (UC) is a business and marketing concept describing the integration of enterprise communication services such as instant messaging (chat), presence information, voice (including IP telephony), mobility features (including extension mobility and single number reach), audio, web & video conferencing, fixed-mobile convergence (FMC), desktop sharing, data sharing (including web connected electronic interactive whiteboards), call control and speech recognition with non-real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not necessarily a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types. [1]

Contents

In its broadest sense, the UC can encompass all forms of communications that are exchanged via a network to include other forms of communications such as Internet Protocol television (IPTV) and digital signage Communications as they become an integrated part of the network communications deployment and may be directed as one-to-one communications or broadcast communications from one to many.

UC allows an individual to send a message on one medium and receive the same communication on another medium. For example, one can receive a voicemail message and choose to access it through e-mail or a cell phone. If the sender is online according to the presence information and currently accepts calls, the response can be sent immediately through text chat or a video call. Otherwise, it may be sent as a non-real-time message that can be accessed through a variety of media.

Definition

There are varying definitions for unified communications. [2] A basic definition is "communications integrated to optimize business processes and increase user productivity", but such integration can take many forms, such as: users simply adjusting their habits, manual integration as defined by procedures and training, integration of communications into off-the-shelf tools such as Thunderbird, Outlook, Lotus Notes, BlackBerry, Salesforce.com, etc., or purpose-specific integration into customized applications in specific operating departments or in vertical markets such as healthcare. [3]

Unified communications is an evolving set of technologies that automates and unifies human and device communications in a common context and experience. It optimizes business processes and enhances human communications by reducing latency, managing flows, and eliminating device and media dependencies. A UC system may include features such as messaging, voice and video calls, meetings, team collaboration, file sharing, and integrated apps.

History

The history of unified communications is tied to the evolution of the supporting technology. Originally, business telephone systems were a private branch exchange (PBX) or key telephone system provided and managed by the local phone company. These systems used the phone company's analog or digital circuits to deliver phone calls from a central office (CO) to the customer. The system —PBX or key telephone system— accepted the call and routed the call to the appropriate extension or line appearance on the phones at the customer's office.

In the 1980s, voice mail systems with IVR-like features were recognized as an access mechanism to corporate information for mobile employees, before the explosion of cell phones and the proliferation of PCs. E-mail also began to grow in popularity, and as early as 1985, e-mail reading features were made available for certain voicemail. [4]

The term unified communications arose in the mid-1990s, when messaging and real-time communications began to combine. In 1993, ThinkRite (VoiceRite) developed the unified messaging system, POET, for IBM's internal use. It was installed in 55 IBM US Branch Offices for 54,000 employees and integrated with IBM OfficeVision/VM (PROFS) and provided IBMers with one phone number for voicemail, fax, alphanumeric paging and follow-me. POET was in use until 2000. [5] In the late 1990s, a New Zealand-based organization called IPFX developed a commercially available presence product, which let users see the location of colleagues, make decisions on how to contact them, and define how their messages were handled based on their own presence. The first full-featured converged telephony/UC offering was the Nortel Succession MX (Multimedia eXchange) product, [6] which later became known as Nortel Multimedia Communications Server (MCS 5100). [7]

The major drawback to this service was the reliance on the phone company or vendor partner to manage (in most cases) the PBX or key telephone system. This resulted in a residual, recurring cost to customers. Over time, the PBX became more privatized, and internal staff members were hired to manage these systems. This was typically done by companies that could afford to bring this skill in-house and thereby reduce the requirement to notify the phone company or their local PBX vendor each time a change was required in the system. This increasing privatization triggered the development of more powerful software that increased the usability and manageability of the system.

As companies began to deploy IP networks in their environment, companies began to use these networks to transmit voice instead of relying on traditional telephone network circuits. Some vendors such as Avaya and Nortel created circuit packs or cards for their PBX systems that could interconnect their communications systems to the IP network. Other vendors such as Cisco created equipment that could be placed in routers to transport voice calls across a company network from site to site. The termination of PBX circuits to be transported across a network and delivered to another phone system is traditionally referred to as Voice over IP (Voice over Internet Protocol or VoIP). This design required special hardware on both ends of the network equipment to provide the termination and delivery at each site. As time went by, Siemens, Alcatel-Lucent, Cisco, Nortel, Avaya, Wildix and Mitel realized the potential for eliminating the traditional PBX or key system and replacing it with a solution based on IP. This IP solution is software driven only, and thereby does away with the need for "switching" equipment at a customer site (save the equipment necessary to connect to the outside world). This created a new technology, now called IP telephony. A system that uses IP-based telephony services only, rather than a legacy PBX or key system, is called an IP telephony solution.

With the advent of IP telephony the handset was no longer a digital device hanging off a copper loop from a PBX. Instead, the handset lived on the network as another computer device. The transport of audio was therefore no longer a variation in voltages or modulation of frequency such as with the handsets from before, but rather encoding the conversation using a codec (G.711 originally) and transporting it with a protocol such as the Real-time Transport Protocol (RTP). When the handset is just another computer connected to the network, advanced features can be provided by letting computer applications communicate with server computers elsewhere in any number of ways; applications can even be upgraded or freshly installed on the handset.

When considering the efforts of Unified Communications solutions providers, the overall goal is to no longer focus strictly on the telephony portion of daily communications. The unification of all communication devices inside a single platform provides the mobility, presence, and contact capabilities that extend beyond the phone to all devices a person may use or have at their disposal. [8]

Given the wide scope of unified communications, there has been a lack of community definition as most solutions are from proprietary vendors. Since March 2008, there are several open source projects with a UC focus such as Druid and Elastix, which are based on Asterisk, a leading open source telephony project. The aim of these open source UC projects is to allow the open source community of developers and users to have a say in unified communications and what it means.

IBM entered the unified communications marketplace with several products, beginning in 2006 with the updated release of a unified communications middleware platform, IBM Lotus Sametime 7.5, [9] as well as related products and services such as IBM WebSphere Unified Messaging, IBM Global Technology Services - Converged Communications Services, and more. In October 2007, Microsoft entered the UC market with the launch of Office Communications Server, [10] a software-based application running on Windows. In March 2008, Unison Technologies launched Unison, [11] a software-based unified communications solution that runs on Linux and Windows.

In May 2010, the Unified Communications Interoperability Forum (UCIF) was announced. UCIF is an independent, non-profit alliance between technology companies that creates and tests interoperability profiles, implementation guidelines, and best practices for interoperability between UC products and existing communications and business applications. The original founding members were HP, Juniper Networks, Logitech / LifeSize, Microsoft, and Polycom. [12] [13]

There is some debate about whether unified communications hosted on an enterprise's premises is the same thing as unified communications solutions that are hosted by a service provider, or UCaaS (UC as a Service). [14] While both offer their respective advantages, all of these approaches can be grouped under the single umbrella category of unified communications. [15]

Technology

Contrasting unified messaging

Unified communications is sometimes confused with unified messaging, but it is distinct. Unified communications refers to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allows for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services. [16]

Components

With unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that includes: [17]

Presence —knowing where intended recipients are, and if they are available, in real time—is a key component of unified communications. Unified communications integrates all systems a user might already use, and helps those systems work together in real time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call, or even a video call.

In another example, an employee receives a call from a customer who wants answers. Unified communications enables that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.

The examples in the previous paragraph primarily describe "personal productivity" enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.

When used in this manner, the concept of presence often changes. Most people associate presence with instant messaging (IM "buddy lists") [18] the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.

This "business process" approach to integrating UC functionality can result in bottom line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.

Unified communications & collaboration (UCC) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform, enterprise collaboration service vendors and enterprise communications service vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.

Unified communications & collaboration as a service (UCCaaS) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the SaaS subscription model.

Unified communications provisioning is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds. [19]

See also

Related Research Articles

The Telephony Application Programming Interface (TAPI) is a Microsoft Windows API, which provides computer telephony integration and enables PCs running Microsoft Windows to use telephone services. Different versions of TAPI are available on different versions of Windows. TAPI allows applications to control telephony functions between a computer and telephone network for data, fax, and voice calls. It includes basic functions, such as dialing, answering, and hanging up a call. It also supports supplementary functions, such as hold, transfer, conference, and call park found in PBX, ISDN, and other telephone systems.

Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet telephony, broadband telephony, and broadband phone service specifically refer to the provisioning of communications services over the Internet, rather than via the public switched telephone network (PSTN), also known as plain old telephone service (POTS).

Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.

<span class="mw-page-title-main">Voicemail</span> Voice message storage and retrieval

A voicemail system is a computer-based system that allows users and subscribers to exchange personal voice messages; to select and deliver voice information; and to process transactions relating to individuals, organizations, products, and services, using an ordinary phone. The term is also used more broadly to denote any system of conveying a stored telecommunications voice messages, including using an answering machine. Most cell phone services offer voicemail as a basic feature; many corporate private branch exchanges include versatile internal voice-messaging services, and *98 vertical service code subscription is available to most individual and small business landline subscribers.

HCL Sametime Premium is a client–server application and middleware platform that provides real-time, unified communications and collaboration for enterprises. Those capabilities include presence information, enterprise instant messaging, web conferencing, community collaboration, and telephony capabilities and integration. Currently it is developed and sold by HCL Software, a division of Indian company HCL Technologies, until 2019 by the Lotus Software division of IBM.

<span class="mw-page-title-main">Asterisk (PBX)</span> PBX software

Asterisk is a software implementation of a private branch exchange (PBX). In conjunction with suitable telephony hardware interfaces and network applications, Asterisk is used to establish and control telephone calls between telecommunication endpoints, such as customary telephone sets, destinations on the public switched telephone network (PSTN), and devices or services on voice over Internet Protocol (VoIP) networks. Its name comes from the asterisk (*) symbol for a signal used in dual-tone multi-frequency (DTMF) dialing.

<span class="mw-page-title-main">Business telephone system</span> Multiline telephone system typically used in business environments

A business telephone system is a multiline telephone system typically used in business environments, encompassing systems ranging in technology from the key telephone system (KTS) to the private branch exchange (PBX).

<span class="mw-page-title-main">Skype for Business Server</span> Real-time communications server software

Skype for Business Server is real-time communications server software that provides the infrastructure for enterprise instant messaging, presence, VoIP, ad hoc and structured conferences and PSTN connectivity through a third-party gateway or SIP trunk. These features are available within an organization, between organizations and with external users on the public internet or standard phones.

<span class="mw-page-title-main">SipXecs</span>

sipXecs is a free software enterprise communications system.

Unified voicemail is the combination of different voicemail bearers into a single voicemail system. Using dedicated DID /DDI numbers for each mailbox, the mailbox can be used on a variety of devices and end-points. This is similar to what GSM providers use for their voicemail systems. Mobile phones and traditional analog phones need to support conditional call diversion to enjoy unified voicemail. Unified voicemail can be extended into unified messaging as already used.

<span class="mw-page-title-main">Avaya IP Phone 1140E</span> IP phone

Avaya IP Phone 1140E in telecommunications is a desktop Internet Protocol client from 1100-series manufactured by Avaya for unified communications. The phone can operate on the Session Initiation Protocol (SIP) or UNIStim protocols. The SIP firmware supports presence selection and notification along with secure instant messaging. This device has an integrated 10/100/1000BASE-T auto-sensing Ethernet switch with two ports and an integrated USB port, and is Bluetooth capable. The SIP version of this phone has full IPv6 functionality and only requires 2.9 watts of power.

Fixed–mobile convergence (FMC) is a change in telecommunications that removes differences between fixed and mobile networks.

The Innovative Communications Alliance (ICA) was a telecommunications alliance between Microsoft and Nortel, created in July 2006, to co-develop, integrate, market, sell, and support unified communications products. The goal of the alliance is to make integrated hardware and software solutions that join together voice, video, and data communications without requiring gateways or middleware. Microsoft and Nortel share developing technologies and patents for unified communications products.

Cloud communications are Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by a third-party outside of the organization using them, and they are accessed over the public Internet. Cloud services is a broad term, referring primarily to data-center-hosted services that are run and accessed over an Internet infrastructure. Until recently, these services have been data-centric, but with the evolution of VoIP, voice has become part of the cloud phenomenon. Cloud telephony refers specifically to voice services and more specifically the replacement of conventional business telephone equipment, such as a private branch exchange (PBX), with third-party VoIP service.

The Unified Communications Interoperability Forum (UCIF) is a non-profit alliance between communications technology vendors. It was announced on May 19, 2010, with the vision to maximize the interoperability of UC based on existing standards. Founding members of UCIF were HP, Microsoft, Polycom, Logitech / LifeSize Communications, and Juniper Networks. On July 28, 2014, UCIF merged with International Multimedia Telecommunications Consortium (UMTC) into one consortium.

Callware Technologies, Inc. (Callware) is a software company in the telecommunication industry, headquartered in Salt Lake City, Utah. It specializes in developing unified communication and unified messaging solutions for the US Department of Defense, government, educational institutions, and mid to enterprise business.

The 1100-series IP phones are 6 different desktop IP clients manufactured by Avaya for Unified communications which can operate on the SIP or UNIStim protocols. The SIP Firmware supports presence selection and notification along with secure instant messaging.

Unified communications (UC) management is essentially the management of unified communications; it refers to the systems used by enterprise organizations to automate their enterprise communications services and the voice network infrastructure that those services run over.

Bicom Systems is a producer and vendor of Asterisk (PBX)-based unified communications devices for VoIP businesses. Bicom Systems uses open standards telephony. Products include all of the software and hardware components involved in building a VoIP business or ITSP.

References

  1. ↑ Pleasant, Blair (2008-07-28). "What UC is and isn't". SearchUnifiedCommunications.com. Archived from the original on 2010-09-23. Retrieved 2013-07-26. UC is not a single product but rather a solution made up of a variety of communication tools and components. [...] UC is a comprehensive solution that ties several components together with user experience.
  2. ↑ "Cloud network architecture and ICT". techtarget.com. Archived from the original on 20 September 2017. Retrieved 25 April 2018.
  3. ↑ "BCStrategies". www.ucstrategies.com. Archived from the original on 1 February 2018. Retrieved 25 April 2018.
  4. ↑ "BCStrategies". www.ucstrategies.com. Archived from the original on 16 June 2017. Retrieved 25 April 2018.
  5. ↑ "The Front Pager Poet System Has Write Stuff For Those In Motion". sun-sentinel.com. Archived from the original on 10 December 2015. Retrieved 25 April 2018.
  6. ↑ "Succession MX Basics". Avaya. July 2003. Archived from the original on 2016-07-29.
  7. ↑ Judge, Peter (March 19, 2004). "Nortel launches MCS 5100 worldwide". ComputerWeekly.com. Archived from the original on 2017-08-17.
  8. ↑ History - Courtesy of Mark H. Turpin, Senior Consultant - Unified Communications, Calence, LLC
  9. ↑ "IBM Aims Sametime at Microsoft Users". PCWorld. Archived from the original on 5 June 2011. Retrieved 25 April 2018.
  10. ↑ Follett, Jennifer (16 October 2007). "Gates Launches Microsoft VoIP Portfolio, Predicts Demise of PBX". crn.com. Archived from the original on 16 September 2008. Retrieved 25 April 2018.
  11. ↑ "Linux Communications Suite Enters Beta". PCWorld. Archived from the original on 27 August 2011. Retrieved 25 April 2018.
  12. ↑ "UCIF". www.ucif.org. Archived from the original on 6 February 2018. Retrieved 25 April 2018.
  13. ↑ "Businesswire.com" . Retrieved 2010-05-19.
  14. ↑ Glenn, Christopher (2010-09-10). "Two Magic Quadrants for Unified Communications". Seamless Enterprise. Archived from the original on 2010-09-15. Retrieved 2009-09-14.
  15. ↑ "Hosted vs. On-site Unified Communications: Both Provide Advantages". eFax. 6 April 2012. Archived from the original on 2 February 2014. Retrieved 26 January 2014.
  16. ↑ Taylor, Steve (2006-05-06). "What's the difference between unified communications and unified messaging?". Network World. Archived from the original on 2009-09-13. Retrieved 2009-08-08.
  17. ↑ Pleasant, Blair (2008-07-28). "What UC is and isn't". SearchUnifiedCommunications.com. Archived from the original on 2010-09-23. Retrieved 2013-07-26.
  18. ↑ McGillicuddy, Shamus (2009-05-07). "Instant messaging strategies: Usage policy and training are key". SearchUnifiedCommunications.com. Retrieved 2009-05-07.
  19. ↑ "What is Cisco UC Provisioning?". Akkadian Labs. 2015-09-18. Archived from the original on 2017-11-07. Retrieved 2017-11-03.
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