AVST Webinars

AVST Webinar
— Transcription

Neil:Welcome everyone. I'd like to thank you all for taking your time to come and listen to this webinar. This has turned out to be a very popular one. An awful lot going on in the market right now centering around presence and instant messaging and a lot of stories flying around, and we're going to add our story to it. I think that's probably the best way to look at this.

So for those of you, maybe, who aren't all that familiar with us, we've been in the unified communications business for a lot of years. Started before that's what it was called, started when it was just simple messaging. And basically, we now deliver inter-class level unified communications. And we've been doing that, the unified communications piece, for quite a while.

We're recognized by most of the industry people as a best of breed provider in three key segments, mobility, voice, and business process enhancement. We have the broadest offering out there and we have the references to back that up, and we'd love to have conversations afterwards with anyone who finds what we're saying here interesting.

We've been doing this since 1982 and I think if you get a chance to look at our products, you'll understand that that length of time in the industry has really done a world of good for what we can offer.

If you look at us in terms of where we play in the market, it's kind of three key areas. In the kind of traditional unified communications area, we offer the application side of it, and that focuses primarily in mobility and business process enhancement. And we're going to talk a little bit about both those pieces today because almost everything we touch tends to be in those areas.

The other area we talk about kind of infrastructure capabilities, on the telephony side, we integrate with everything. Because of our history and the fact that we're not connected with any particular company, we're not owned by a switch vendor or a router maker, that means we tend to target a much broader segment of the market.

So whatever your environment out there is today and whatever it's going towards in the future, if you're looking at a voice over IP strategy coming down the road, our products, all of our products do everything in all of those. So even the oldest switch out there, the oldest PBX that we support, we still can offer all the functionality, including the Lync we're going to talk about today.

And then we've also been watching industry for a lot of years, so we're very well positioned as we look at the changes that are going on in terms of a decentralized environment, from the past, going to a centralized or private cloud environment, and rolling in some hybrid cloud, meaning perhaps you're looking at putting part of your infrastructure in the cloud. All of those environments, they're the areas we play in. We do very well in all of those.

If we kind of look at them, for this presentation, what we're going to talk about primarily is Lync, but it's also good to focus on kind of the whole UC piece out there. Microsoft, they've thrown their hat in the ring, they're talking about UC in almost every area. They've deployed lots of it. They're talking about their futures, and they certainly are a large player in the market. Certainly the broadest email and instant messaging and presence deployment.

Although on the actual enterprise voice, they're talking a lot, but they haven't deployed that much. And we're going to kind of take a look at why that is, some of the limitations in their environment, and then we're going to talk about how you can get around those limitations in the Lync world. What it is we have to offer. And there's a couple of things, but the prime focus is the Lync telephony side.

We're going to talk about kind of what Microsoft has done to roll out the telephony component of Lync, how it works, the different kind of environments, and what we can do in some of those environments to make it work even better. With that kind of desktop presence that we just saw from those numbers, obviously the Lync client with its soft phone in it offers large groups of people the ability to be more effective in various locations. And we're going to talk about how we do that.

Talk a little bit about architecture, a little bit about features, and we'll talk along the way kind of about what the story is out there and what people are actually finding when they go out.

We've been working with UC, as I said, for years. And UC is combining the solutions you have with our solution to give you even more value. And certainly, Microsoft solutions are one of the very first ones we started combining with. So if you look at on the telephony side, if you're using Microsoft, we have this Lync gateway we're going to talk about, let's you use the link as a soft phone for external calls as opposed to just internal calls. We'll talk about some very interesting routing options, in terms of how you can manage those incoming calls.

But at the same time we do other things in the telephony world with Microsoft, such as monitoring your presence to kind of tell our system how you'd like to have your calls presented. And we also, from within Microsoft clients, provide click to call, even without Lync. If you have our basic integration to the Microsoft Outlook client, you can do click to call using our server completely to do that.

So, it's a strong piece of what we do and then of course, besides just the basic desktop if you look at the Office side of it, we actually offer some enhanced pieces for that as well. Wait for the slide to catch up here. There we go.

We provide unified messaging from the Office clients. So, whether you want to use Office 365, the new Cloud-based version or you want to keep your Exchange server and everything in house, all of the functionality we have works in both of those environments. We do a nice integration of the present engine to talk about where you are. That presence lets us know you are at your desktop. That helps us route the incoming calls correctly based on some rules. We will look at those a little later in the presentation.

We let you manage your calendar. Both read it and actually create new meetings and appointments from a telephone interface. So, if you're mobile and you're not in a position to grab your mobile device or your tablet or your phone and read your calendar, you can do it very easily over the phone. We also use that calendar to know how to route your calls. If you are in a meeting you get to create rules that play different greetings and route your calls in a different manner based on what that status is.

As I mentioned before we have really easy click to call, click to call from contacts, click to call from the messaging and a great voice interface as well. So, if you have contacts you can actually call those people; send messages to them, etc. through our product because once again we are strengthening by tying together the systems. We tied together the Microsoft systems and ours.

I am going to go through a quick Lync summary. Enough of you are using Lync so this is all second hand to you. It comes licensed in layers, which is pretty typical, I think, in most software companies. The basic standard Client Access License or CAL gives you IM presence and it does give you a soft phone, but the soft phone's internal.

So, just with nothing else but the standard CAL deployed, you can be set up so if you happen to have your headset on, you plug into your Lync client, you highlight a user and you can call them and have a nice internal conversation. Not running on your phone network at all. For a lot of people, particularly companies spread across multiple buildings or even multiple cities that's a very nice feature.

The next level of license, the Enterprise Cal adds audio, video, and web conferencing functionality. Those are areas we don't do a lot in yet but we certainly see how they add value. The upsell of the license give you the additional features. But even with either of those licenses, Lync as a phone for handling external calls isn't quite enabled until you add the Plus CAL.

The Plus CAL adds everything including the ability to use Enterprise Voice. That's a feature set they call on Lync, which means handling calls to the outside. Not just Lync client to Lync client, but out across one way or another the public switch network telephone network to external numbers. This is actually where the soft phone starts to become more of a cross functional business phone than just a messaging tool.

In order for this to work, there's an architecture that's required. The architecture involves a gateway. Some sort of gateway that connects the Lync server to the outside world. One of the most basic ways to do it is depicted here and that is you literally get a media gateway from someone like Dialogic or Audio Pros or Cisco. A lot of people make them. The gateway sits between the Lync server with a SIP connection and then an outside connection to the world to the PSPN, maybe using PRI circuits.

When you have that connection in you have now enabled that Lync client to make and receive external calls. That's one of the most basic ways to do that. There are some limitations in what you get with that and we will talk about those as we look a little deeper in the architecture.

Another way to do it that adds a little more functionality is to use the PBX as a gateway. If you have a newer PBX you probably have one that supports a SIP Trunk in the Lync and you already have the PBX connections to the outside world. So, now using your PBX connection you have that same capability of making external calls out on the network. These calls go from your Lync phone to your Lync server into the PBX and out onto the network. So that's kind of the second popular way.

Then of course there must be one more or we wouldn't be here and that's using our system as the gateway. So, what we can do is we can take and replace some of the connections and put our system in between your PBX and the Lync server. We have a SIP trunk back into the Lync server and then whatever integration we have to your PBX.

Of course, we integrate with every PBX and phone system out there so one of the immediate benefits here is it doesn't matter what your infrastructure looks like. You could have very old Avaya Definity, older NEP 2400s, even smaller key systems, and we still can deliver this functionality. Because we have that capability to integrate everything in the PBX world, and we also have that capability to go SIP back into the Lync server. Now you notice that we call ours an intelligent gateway, so what we're going to do, in a few slides down, is we're going to look at why we do that.

But first, about half of you don't use Lync, so I'm just going to give you a very quick look at, kind of, what the Lync world is like from a telephony point of view. I have a Lync client here, and if I have any of those gateways we're, talking about, so the simple media gateway, gateway through your PBX, or our intelligent gateway. I could go into my Lync client, and I can use my contacts, or my directory and I can pick somebody.

When I do, a list of their associated numbers come up. I click on that number, and what I'll then have is an actual call. That's the call window, and now I'm connected to the outside world. It's a traditional soft phone. You notice I can dial the number. I can bring them out of contacts.

Now what's happening is, typically, a headset into your desktop computer, or your laptop, across your internal corporate network to your Lync server. Out of your Lync server on a sip trunk to either a media gateway or the PBX. Then out onto the public network. Now you have a regular call.

Now years ago calls that went across the network, you had all the jitter and bandwidth issues. That's almost a thing of the past. The quality of these calls tends to be very good. With outside calls, it's very, very simple and straightforward. It gets a little trickier when we talk about receiving a phone call. You're sitting at your desk. Now someone's called in, and we're going to look at the different architectures for the incoming calls in just a second.

It goes somehow through the Lync server, and it ends up presenting the call with a little pop-up window. You click on the telephone, and you've answered that call. Now you've answered an incoming call from the outside world.

Once again, very traditional soft phone behavior. The value here is this soft phone is internal, if you're a Lync user to a client you already have up and working all the time. It just simplifies, kind of, the way you can handle that kind of traffic. Now I talked about our gateway as being an intelligent gateway. For incoming calls, there are things we do that are really unique. Sometimes, you're going to find there are things that are almost a necessity, depending on how you want to deploy this.

Let's take a look at how it works. An incoming call with a traditional media gateway, the caller would call in from a public switch network. It hits the external gateway. The external gateway is programmed to pass that call on through the sip trunk into the Microsoft Lync, where there's a translation table that maps that number to your particular client. Then it's fixed to your Lync extension link. This is not a bad feature about architecture. This basically lets outside people call you from a fixed number straight to your Lync extension.

There's a few issues here you have to be careful of. The first one is, if you don't answer that call, Lync can only forward an unanswered call to one location. That's Exchange 2010 Unified Messaging. You can't forward to any other voicemail in this architecture. We have a lot of people who go down this road, and then immediately start, kind of, having problems. Because unless they want to do a major change to their architecture, this presents some problem.

If it's a true business application, you really can't have a number that if you don't answer it, doesn't go anywhere. Now there's a couple of ways around this. One of the ways around this is to use a PBX gateway. Now the caller calls in, and it comes through your PBX, and whatever technology you're using on your PBX. The PBX goes ahead with a SIP trunk connection, goes to the Lync server, same translation table.

Call goes out to the Lync extension, but because it's coming through the PBX, it can also be forked straight to your normal desktop telephone. Now you have your choice of how to answer it. The other advantage here is, because it's ringing on your normal PBX phone, if it doesn't get answered, now it can go to a voicemail.

Think of a CX, or a CallXpress system, connected to your PBX. We would now answer those forwarded unanswered Lync calls. This is a major improvement, if you want to actually use normal business calls to your Lync clients. This kind of thing gives you that ability to route them to a voicemail. Still not quite as intelligent as ours though. If you look at what we do, we're going to add one more level of intelligence to that, having to do with when you want to receive those calls.

So a DID number into the PBX, or it could be a call that comes into CX through an automated attendant, or speech automated attendant, as an example. Somebody calls in and says your name. Now, because of our programming, we know some things about you. We know about all your telephones and devices.

In our core product, what we offer is the ability for you to have rules for where you want calls to go. Somebody calls in asks for you, do you want it to go to your mobile phone, your desk phone, your Lync client, your tablet? I mean all those things are defined in your mailbox.

In this case, I have my Lync extension associated with this mailbox. I notice that, right now, I have a rule that says, go ahead and route that call into the Lync server which then sends it to the Lync client. Now this call looks just the same as the other calls, except the choice was made to bring it to the Lync client. While that's important, you may not always want to use your Lync client. You think for a second, at other times of the day, you might not want this call to come to your regular desk phone. Maybe you only use your Lync client when you're working from home.

You might have times of the day where you're not at your desk, and your Lync client's not what you want, you want to route those calls to your mobile phone. Likewise, there might be times of day when you're in some other location, a home office or a branch office.

The great thing, the intelligent thing about our gateway is it has a lot of information. You can set up these rules controlled by time. You can set them up so they're controlled by your calendar. Based on your calendar, what greetings do you want to play and how do you want to route your calls?

We know where you are based on the location of your mobile phone. We have mobile phone locations built into our product. If you have a rule that says, send it to my Lync client, and then if I don't answer, send it to my mobile phone. What happens is, if your mobile phone location says, well, we know he's not in the office. From that location, we know he's 42 miles away. Then we'll skip the Lync client and send it straight to the mobile phone. The intelligent front-end routing that we've always had is now extended by being able to use the Lync client.

Everyone will use this differently. It just depends on how you want to use that Lync client. I personally don't use the Lync client at my desk. I have a perfectly good phone, but when I travel my habits are very fixed. I get to my hotel. I throw my laptop on their network. I get onto my BPN. Then I either go in through our mobile client to change my availability, or I might pick up my phone and call in, and say, change my availability to "at hotel."

What "at hotel" means is I have built a list called "at hotel" that says, now when I'm here, and I have this status turned on, send my calls to my Lync client first, because most of the time I'm sitting there. I have my headset on. I'm working in the evenings. That's kind of what you do when you travel.

If I don't answer the Lync client, maybe I went down to the snack bar to buy another candy bar, then go ahead and send that call to my mobile. In any case, even if it only goes to the Lync phone, it will ring there for a timed period, and then we'll pull it back. Maybe we'll pull it back and send it to another phone on your list, if that's how you're set up, or maybe we'll just pull it back from there.

Basically, the intelligent piece for us is how we handle those incoming calls. We have flexibility that goes far beyond any other method. For people who are just starting to get into the Lync world and using it in specific ways, our capabilities with this intelligent gateway really give you a broader spectrum of things you can look at doing.

There's kind of three areas where we think competitively you might look at adding our product if you're looking at using Lync. The first piece is interoperability. Some people will say for you to get Lync and get the telephony, you have to upgrade your PBX to the latest software. You have to roll out voice over IP. That's not true with our gateway.

Any PBX, any software level, any key system, any phone system we integrate with, which is basically every one that we know of right now, we can offer this functionality. That might be an advantage to you in terms of how you're rolling it out, or when you're rolling it out.

We have the intelligent co-routing piece, where we can figure it into the device, and then the user controls when it goes to the Lync client. That also gives us the ability to always bring that call back to voicemail, if the Lync client doesn't answer it. A lot of people buy our product primarily for the other call routing capabilities, and the messaging capability. What happens is, if you already have ours in place, it could be a financial advantage, as well, to use ours instead of purchasing separate gateways or trunks on the PBX.

You really have to look at how you're rolling this out in terms of how you want Lync to be serviced in your organization. If you're saying, I'm going to lay out 2,000 Lync clients and it's the only phone we're going to use, then probably we aren't going to be involved in that particular kind of deal.

If you're going to roll out that many Lync clients, you're going to be very limited in terms of what your infrastructure can be, and it's pretty much going to have to include Microsoft Exchange Unified Messaging, since in that large kind of deployment, no one else can forward those calls correctly.

If you're looking at rolling out a couple of hundred clients, and they're casual users, and particularly if they want to use them at some times and not at others, we are going to be a very good thing for you to look at and evaluate as you lay out your potential architecture.

As we look at UC in general, we have these categories that we kind of specialize in. We talk about mobile and voice, mobile being away from your desk, and voice being at your desk. We try and create the same environments for both of those user sets. At your desk you have this wonderful network, and a desktop computer, and a groupware package, and a telephone system, and you come in every day, and you fire up your email, and you triage it, and you find the important thing, and you go call a co-worker, you create an appointment on your calendar. You just work through business that way. That's called a knowledge worker loop.

For mobile, what we've done is extend all of those features out. I can now climb in my car first thing in the morning, call into my system, it'll say "Hello, Neil Butler. What would you like to do?" And I'll say "What are my appointments for today?" And it reads me my calendar. I say "Get new messages," and I now can go through and triage my emails. Right in the middle of one, if there's something where I have to handle it quickly, I can call anybody that's in my contacts or on my system, work on that issue, drop back out, maybe create an appointment in my calendar, then go back to listening to messages.

We give you that virtual desktop in many, many environments when you're away from your desk. We've been doing this a long time, and our interoperability means you do not need to look at massive replacements infrastructure to roll out all of these UC type applications.

In the last piece we talked a little about...we have separate webinars you might watch for...UC business process lets us take all these capabilities in our system, like making calls, answering calls, accessing databases, reading information with text to speech, all of that, and build custom solutions. Maybe that's something in your organization where you really need something that no one offers, and it involves communications, and phone calls, and things like that. We can very easily talk to you about building a custom solution for that.

Since you've all been very, very compliant, and not interrupted me at all, which I know of course you can't do, I will take you to your favorite slide, the one you've all been waiting for, which is the question slide.

Emily: And we do have questions. Okay, the first question is: does the Intelligent Gateway support SIP trunks to the PSTN?

Neil: Our Intelligent Gateway sits behind a PBX. We do not do a direct connection out to the PSTN. The kind of routing and things we do...if you want to go directly to the PSTN, there are media gateways that you can do that with.

Emily: Next question. How would you transfer calls, or conference on another party using Lync soft phone?

Neil: That's going to be an issue coming through any of the gateways at all. That's one of the things that, as Microsoft grows into the enterprise environment, they're adding more and more features along those lines. Today, if you're using our gateway, wouldn't work for you.

Emily: Okay. Next question. Can you extend calls from your Lync soft phone to your mobile phone? Can you toggle back and forth?

Neil: We can. And the reason is, if you looked at that architecture picture, what happens when a call comes through is, the CX-E server stays on the line, and while you're online with that, you can say "CallXpress hold call," and then you can say "transfer," and you can either transfer it to another person, or you can transfer it to another device. The fixed mobile convergence piece is built in with that architecture, because our product does that with its normal connection.

Emily: Okay. Next question. How are the call rules in CX-E kept in sync with the similar set of rules in Lync?

Neil: What we've done is, we've taken our server, and we've built a connection to the Lync server. The Lync server, of course, is monitoring the individual clients. They have their statuses, and we can read those statuses. We let users create the rules that are going to be resident on our engine, but that use the current Lync status. We would know if your Lync status was out of office, and then you can have a rule that says what you want to do and what you want to play.

Works the same with the Exchange calendar. We will know when you're in a meeting, and you can set up a rule that maybe you want to say "Neil Butler is in a meeting, and will not be available until 4:00 p.m." Then it will give them options. That can include the options to try you anyway, if that's how you want it set up, or it can include things like "try another person, leave a message."

For both the calendar status and the Lync status, we are reaching out, we have a proactive connection, real-time out to the Exchange server, and out to the Lync server, that tells us what those statuses are.

Emily: Okay. Next question. Curious if slides are going to be available after the session? And yes they will. We will send you an email with a link to download the slides.

Next question, can calls be routed based on the combination of caller id and presence status?

Neil: Yes. So we have a module that we have that you can add to our system based on the ANI number of the call, it will send it to a specific location. Now the location at some point and time if it's like a user, so here comes an ANI number and that ANI number may be is a large customer who belongs to John in our sales department.

So we know where that call is going. So the ANI number will route it to John and now John's mailbox is set up as such that he has the rules to say what to do when I'm in a meeting, what to do when Lync says I'm available, when do I want to use my Lync client, what does my mobile phone say.

I might have a rule that says, I want you to ring my desk first and then ring my lab phone, because that is something that I use here in the building and then ring my mobile phone. But if that rule is engaged and my mobile phone says I'm not in that building it will skip that. So all of those are tied together, including the ability to route by ANI.

Emily: Okay. Next question. Does it use your Outlook calendar or do I need to maintain the schedule and CallXpress? So similar question.

Neil: So it kind of has a default schedule in CallXpress so that nothing else is going on. We have some rules like working hours defined and things like that. But you set it up so that the Outlook calendar overrides it. What is going to happen when a call comes in, we're going to say, okay, for this user are they in a meeting, what is their status in Lync? Where does their mobile phone say they are?

All those pieces will override the default schedule that you have. And then all of that can be overwritten with a command. Like when I walk out of the building sometimes rather then changing my schedule I enable an override. I just pick up my phone and I call and as I'm walking out the door, change availability to mobile. And now that means send all my call to my mobile phone and ignore everything else. So you have quit a bit of control from our schedule, your calendar, Lync, location of your mobile phone.

Emily: Okay. The next question is a little bit similar to the last one. Should I assume that calls need to be directed to the auto attendant before extending to Lync client?

Neil: So, let's say you have a case where you have a DID and actually want it to ring your desk first. Then you have a call rule that says ring my desk and then ring my Lync client. Somebody calls your DID it rings on your phone first it forwards to us. Because it's forwarded we know it already rang at your desk we will immediately send it to the Lync client. So it works whether it comes through our automated attendant or whether it forwards through the PBX.

Emily: Okay. Next question. How can I get training to implement this?

Neil: Assuming that some of it's going to be a customer that's very easy to do. If it's a dealer it's just as easy to do. We have Web classes, we have geographical classes that run around the country. There are a number of different pieces. What I suggest depending on whether your a perspective customer or customer dealer is you contact the various resources and at the end Emily is going to tell you kind of the contact numbers that we have.

Emily: And will go ahead and follow up with you also offline. Okay next question. Does the intelligent gateway open up my options for voicemail whether it be Avaya, CX-E, etc., or is that functionality dependent on the PBX?

Neil: So it's not completely dependent on the PBX. You know we're a little different. If you look at what some of what the other competitors offer they have multiple servers that do different things. And as a result they're not really integrated tightly.

We have one application that does all this. So you can set up things like a speech automated attendant and the gateway and things like that without actually using our voicemail. It would be difficult for me on a phone call or even at a white board to carefully delineate what works and what doesn't. It's really made to be used as an integrated application. That being said if you have some specific needs once again offline we are happy to talk to you about it.

Emily: Okay next question. We have a PBX and are looking at Microsoft Office 365 Exchange and Lync in the cloud. Will AVST gateway work with this?

Neil: So, we will work in terms of messaging, call processing, the calendar all the presents we talked about, but Lync when you put it in the Cloud has some serious restrictions in terms of enterprise telephony. So we would have to sit down and talk with how your deploying that exactly.

We have some customers where they just can't get the kind of connections. What Microsoft tells them there is another version of Office 365, a different license where you actually put your Lync sever on site, but everything else is in a cloud. And I think that's what [inaudible 29:59] be required to do the kind of telephony piece.

Emily: Okay. Next question. Is the intelligent gateway part of or separate from the AVST Voicemail System?

Neil: So, once again, we have this integrated application. So, I mean, all of it, when it's together, is running on a single, it could be running on a single physical server. Or multiple servers for scalability and redundancy. But, I think it's best if you think of it as part of our UC suite.

Once again, if you want to talk about how we can break various parts out we're happy to do that, but in general, since 99% of the people kind of build off all of it together, it's very difficult for us to have anything public facing that says, here's, here's the three things that don't work except when you do this, etc. It's very complex. I really think everyone's safer thinking that this is, right now, an integrated application suite.

Emily: Okay. Next question. Does the present shell on the Lync jelly bean if you are on the desk phone with AVST Gateway Solution?

Neil: Well, the problem is, the desk phone at that point is coming through the PBX, so the PBX integration to Lync would be needed. And various, various PBX providers will do that. So it will show you that you're there. You're really routing through us, so we don't, we aren't going to have the ability to know, to push back to Lync something that changes the status based on what you finally connected on.

Emily: Okay. Next question. What is the maximum supported user base?

Neil: So, let me explain the architecture. If you looked, you know, we have a SIP trunk, let's say, coming in from the PBX, and that has a certain number of channels. And then we build a SIP trunk going out into the Lync server, and that has a certain number of channels. And phone calls, because of the way we're bridging through so we can maintain control of the call, each call takes two channels. We have a maximum of 500 channels on a system, so you could only have 250 Lync calls going on at a time. And even that's not really a maximum we're necessarily going to be comfortable with.

So, once again, if you're looking at rolling out large numbers of Lync users, where it's their primary device, feel free to talk to us, but you'll probably find it's not going to do what you want. And you're going to struggle to find anything that is, other than a pure, 100% Microsoft environment.

Emily: Okay. Next question. When routing DID calls as shown on the slides, is a CX port in use for every call?

Neil: Yes. So, in any architecture where this Lync client is talking, two CX ports are in use. One is connected to the outside world, one that's connected to the Lync server. And by bridging them through our system, that's how we're able to do things like pull the call back if you don't answer, and send it to voicemail. Or pull the call back and send it to the next call on the routing list. So, two ports are in use for every active Lync conversation.

Emily: Okay. Next question. Is the functionality based on licensing?

Neil: Well, you have to have, today, you have to have the telephony or enterprise or the [plus cowl], to have any kind of gateway hooked up. So that's one thing. On the Microsoft side, you have to have that. One our side there's a license called Personal Assistant. Personal Assistant gives you the ability to use the Lync client; the ability to download our native mobile clients from Google or Apple; the ability to have all those processing rules and the things that we talked about. All that functionality we talked about today is covered by the Personal Assistant license on our system.

Emily: Okay. Can you customize your presence traces and Lync with AVST as your gateway? We kind of answered that earlier.

Neil: Yeah. And there's kind of two levels to that, too. The administrator can build templates for your average user. Because your average user . . . the whole goal here is let's make this work, so we give lots of information to the outside callers, like, "I'm in a meeting and I'll be back"; but at the same time, let's not make the users have to be constantly changing things.

So typically the way this gets rolled out is the administrator builds some templates for typical users. We then do expose some of those settings, through both the native mobile client and our web client for users, where they can control it in even more detail.

Emily: Okay. Next question, this is also a licensing question. Does it mean that we need both Lync and AVST per client license?

Neil: Yep. Yep. You have to have a Personal Assistant license on our side, and the correct client license on the Lync side to give you the enterprise telephony.

Emily: Okay. And another question, we kind of answered it already but I'll go ahead and ask it again. Is the Lync gateway a license you turn on with my existing CallXpress, or do you purchase a separate server?

Neil: No, it's part of your existing CallXpress. Now that being said, you have to be at a fairly current software level. Not the latest and greatest, maybe, but this is a feature that's come out within the last year.

But yes, let's say you had a system today, a CallXpress or a CX system. You were running at 8 dot-something software then you would be able to add that Lync functionality to it. Now, it might run on the same, if you have a single physical server it might still run on that single physical server. If you have kind of an environment where maybe you have some parts of your CallXpress in one city, some parts in another then it would run on the various different servers wherever they were.

Emily:Okay, next question. Can a user receive multiple calls on the Lync soft phone?

Neil:No, not at one time.

Emily:Next question. Can the caller ID forward back and forth with the transfer?

Neil:If we do a transfer the way I described it where I actually use our fixed mobile convergence we're actually doing the transfer back through the PBX. When we do it back through the PBX most PBXs will pass that ANI information on to the next device they connect with. I can't say it's always yes but most PBXs will do that.

Emily:Okay. Next question. Just to confirm, you say we cannot use the AVST gateway for outbound calls or conferencing?

Neil:No, it does outbound calls fine. We don't currently do conferencing with it. But no, if you put the gateway in basically all that stuff we talked about for outbound calls for regular gateways, we do that as well. It's probably not real clear in this presentation because our real differentiator is incoming calls.

We've actually had a lot of customers who are looking at this say to keep the . . . kind of balance the traffic what if I put in regular gateways either through my PBX or media gateways like Dialogic or AudioCodes for all my outgoing calls and I route all my incoming calls through your site? That makes perfect sense. Because we're adding the extra value but we're using up those channels. Whereas you could put something as simple as a media gateway in to handle outside calls fine. But you can always make outside calls through our gateway as well.

Emily:Okay. Next question. Can I screen out blocked incoming calls?

Neil:I mean, we do route by ANI so if you wanted to block calls by ANI it is possible to take all of those calls and send them maybe to an announcement mailbox or something along those lines. That's not the Lync client functionality. That's the core CX or CallXpress system functionality.

Emily:Okay. Next question. Can your gateway connect to PBX through individual phone lines or does it need a T1 or other trunk connection?

Neil:We can do anything like old analog ports. We can do that. We can do T1s. We can do E1s. We can do SIP. If you have a PBX we have a way to connect with it, maybe multiple ways. That's another thing, if you wanted to take offline we could talk about your specific PBX and all of the different choices you'd have to connect.

Emily:Okay. Next question. It's a clarification. You need a personal assistant license and Microsoft Lync. What else?

Neil:On our system besides the license for the user you would buy a license for a certain number of SIP ports. Remember in that architecture picture we have your PBX ports coming in, which you've already licensed on a CallXpress or a CX system. Then between the CX and the Lync you would also put ports in. There'd be an integration cost and then, you know, depending on how many ports there are. There is some more licensing based on the number of connections to Lync that you want.

Emily:Okay. Another question asking if the webinars are recorded and they are. This is being recorded and so once we have that available we will send out a Lync for all of the attendees.

Okay. Next question. Does your gateway require its own server or can it be installed on top of your voicemail server?

Neil:It goes on the same servers as everything else. Now, I say that. Let's say you had 96 ports on your voicemail server and you were using speech rec on our product. That's actually the maximum size on a single server. If you go more than that then we put multiple servers in.

But if you had 96 ports and it's maxed out and now you want to add 24 ports to the Lync server there are some rare cases where you might need to expand into multiple servers. That's kind of the sizing steps. That's got nothing to do with the functionality. You can put a little four port voicemail with four ports into Lync and put everything all on a single server, no problem.

Emily:Okay. Next question. Does this work for any UM8700?

Neil:Yes. The UM8700 has the exact same capabilities we're talking about.

Emily:Okay. Next question. I'm currently running 8.2 with 40 SIP trunks. Would I still need to purchase a SIP trunk from gateway to Lync?

Neil:Probably. I mean, I'm assuming if you have 40 SIP trunks configured and they're [tracked] correctly. Like on your busiest day maybe you're using 38 or even 40 of them. Now you have to think well, how many Lync calls do I want active at one time? You'll need to add that many more SIP channels into the Lync server.

Emily:Okay. This is the last question. Is there any difference between the UM8700 and AVST CX-E functionality with Lync interface or is the platform the same?

Neil:No, in terms of Lync it is completely identical.

Emily:Okay. That looks like all of the questions. Again, we want to thank everyone for joining us on the webinar and for all of your feedback. Neil, did you have anything to add?

Neil:I've just, I'm always very grateful when people show up for these. I know it's difficult to carve time out of your day and for us this is what's scheduled for right now so it's a little easier for us. Hopefully you find these useful and we'd really appreciate feedback if you do or feedback if you don't and maybe suggestions.

If there's some other piece of unified communications that you heard us refer to, like the business process, or maybe more in depth on the call routing rules please let us know. We'd be happy to put either a personal kind of a presentation together for you or maybe even look at influencing one of our webinars.

Emily:Again, if you have any questions or suggestions you can email us at Info@AVST.com. We do monitor that email box and we'll try to get to all of your suggestions and any questions that you have. Thanks again everyone. Have a great day.

Neil:Thank you.