Product Overview

Advanced IP Communications Solutions

for Single-Site and Multi-Site Businesses

Advanced IP Communications Solutions

for Single-Site and Multi-Site Businesses

BusinessCommunications

Manager

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Network Convergence Strategies for a broad range of markets

The powerful synergy created by converging traditional data networks withbreakthrough IP telephony applicationsoffers significant benefits to your business.Whether it’s using Internet Protocol (IP)networks to handle telephony traffic,establishing IP-based Call Centers to provide higher levels of customer service,or using breakthrough IP wireless technologies to streamline operations,Business Communications Manager canhelp your business gain a strategic edgeover your competitors. By supportingboth digital and IP telephony, this converged solution enables companies to adopt IP-based solutions at their own pace, and also preserves existinginvestments in Norstar* telephony equipment.

Financial/Insurance InstitutionsIdeal for providing the security and flexibility required by multi-site financialinstitutions, Business CommunicationsManager also offers a 20 to 32 percentcost savings over purchasing separatevoice and data networking equipment. IP telephony, voice mail, and four-digitdialing between branches improves operational efficiency and reduces costs,and security is enhanced by using filetransfers, e-mail, and unified voice/data/fax messaging. Incoming customer callscan be routed through a main or regionalfacility and distributed to branch locationsby a live attendant or the integrated AutoAttendant feature. This approach reducescosts by consolidating incoming lines.

When security is a top priority, VirtualPrivate Networks (VPNs) create securedata tunnels between corporate sites overthe public Internet, delivering securitywithout the need for costly leased lines.Customer service is also enhanced by supporting e-mail and voice mail access to corporate personnel, and PC kiosks in branch lobbies add the convenience of quick, personalized account access.

Healthcare FacilitiesBy delivering both wireless high-speed dataand voice services over the same network,Nortel Networks is revolutionizing theway medical facilities operate. Staff willhave instant access to medical records viatheir mobile laptops from anywhere in yourfacility, quickly accessing and updatingpatient records as they make their rounds.Wireless phones also increase efficiency bykeeping your staff in constant contactwith their coworkers. By eliminating theneed for purchasing, cabling, managing, andmaintaining legacy telephony equipment,facilities can cut costs through simplificationof the internal network. Additional savingscan be realized by using the IP network tosupport cost-effective intersite telephony.

Retail and e-commerce CompaniesNortel Networks understands that the keyelement in a successful retail business iscustomer service. Business CommunicationsManager offers a wide range of advancedsolutions, including support for agents atremote sites connected over IP. Operatorscan be added at peak times, even if they’reworking from home, with seamless transfersfrom a single call-in number. And youronline customers with questions can clickon a “Call Me” button, enter their phonenumber, and receive a call from a call centeragent who can answer their questions andtake their order on the spot.

In addition to theseexciting new capabilities,Business CommunicationsManager also provides support forbreakthrough wireless IP telephony solutions. Whether you are a retailer that needs to control merchandise levels, anetwork manager that needs to inventoryoffice equipment, or the shipping and receiving department of a growing e-business, inventory tasks are simplifiedby the convenience of wireless technologies.Your personnel can move freely throughoutthe workplace with headset phones,accessing the Internet with their wirelesslaptops and using wireless barcode scannersto do their jobs more efficiently.

Government FacilitiesIn the public municipality/governmentmarket, Business CommunicationsManager reduces costs by creating a converged data/telephony network architecture. In environments where aMeridian* 1 PBX is already installed at the central site, centralized voice mail and four-digit dialing can be extended to all branch locations over the wide areanetwork (WAN). Advanced telephonyfeatures such as call transfer betweenbranches, conference calling, CallCenters, universal/coordinated dialingplans, and wireless telephony streamlinesinternal operations and increases efficiency.This scenario is also ideally suited to othermulti-site organizations within the localmetropolitan environment.

Nortel NetworksBusiness CommunicationsManager.

Business Challengeswith advanced IP solutions

Simplified NetworkInfrastructure cuts costs by connecting IP phones over the LANwiring system, seamlessly extending features to multiple sites through IP connectivity and streamlining networkmanagement.

Wireless e-mobility*Solutions break the chains that tieusers to their workstations, giving CallCenter agents hands-on access to samples,supporting wireless scanners for efficientinventory procedures, and ensuring that personnel are never “away from their desks.”

Browser-based Managementsimplifies installations, and provides anintuitive, wizards-based method of managing the network from any Web-enabled workstation.

IP Telephony — A Technology Whose Time Has ComeUntil now, it’s been impossible to find an affordable platform that’s capable ofhandling both data and IP telephony in a converged environment. Telephonycan now be easily extended across largecampuses without the distance limitationsof digital systems. In addition, wireless IP telephony provides your company with exciting new ways of meeting your business requirements. Wide-areaconnectivity over IP extends advancedCall Center and messaging applications toboth branch and home offices, creating amore cohesive structure that will maximizethe efficiency of your personnel.

Best of all, Business CommunicationsManager is a flexible, future-proof solutionthat will enable your company to adoptnew technologies at its own pace. Whetheryou are interested in a gradual migrationfrom digital PBX phone systems to a morecost-effective IP telephony infrastructure,or a pure IP solution capable of deliveringadvanced network services, NortelNetworks can help.

Today’s increasingly competitive marketplace poses a challenge to single-site and

multi-site businesses: to adopt technologies that will help your company grow

and compete more effectively. Nortel Networks understands that new

hardware investments need to deliver tangible benefits, and has

designed Business Communications Manager to help your company

achieve the strategic edge you’re looking for, reduce operating

costs, improve customer service, and increase revenues

by expanding market reach.

IP Enabled or Pure IP Networks ? The Choice is Yours

Whether you’re transitioning from a digital telephony environment to a hybriddigital/IP environment, or creating a newIP-only network, Nortel Networks has theproducts you need to make your installationa success. In addition to supporting yourexisting Norstar equipment, BusinessCommunications Manager enables you toenhance digital telephony environments by adding high-quality Nortel NetworksBusiness Series Terminals.

Business Communications Manager alsosupports IP telephony in hybrid digital/IPand pure IP environments. The NortelNetworks i2004 Internet Telephone combines all the functionality of the popularMeridian handsets with the power and flexibility of IP telephony, and the NortelNetworks i2050 Software Phone bringscomplete telephony functionality to yourWindows PC.

IP Telephony supports powerfulnew e-business applications that level the playing field with larger competitors,extend network services to remote workers, increase portability, simplifymoves and changes, and eliminate toll charges on site-to-site calls.

Call Center applications combine the reach of the Web with personalizedagent interaction and customer support.

Hybrid Environment leveragesexisting investments in Meridian andNorstar systems, offering a future-proofmigration strategy.

Universal Internet Accessfor all connected users and workstations,including access to corporate intranets,support for intra-site Virtual PrivateNetworks (VPNs), and remote connectivityfor mobile or home users.

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How does Business Communications Manager achieve this complex goal? Nortel Networks has brought seven key capabilities into a single, affordable device that’s designed to help your business offer exciting new services while simultaneously reducing costs.

Solving

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Data Services In today’s competitive environment, the fast, efficient exchange of informationbetween your users is a prerequisite forsuccess. Until now, achieving this level of connectivity has required the purchaseof multiple devices, posing a managementchallenge that small and medium-sizebusinesses were not prepared to meet.Only Nortel Networks delivers a solutioncapable of meeting all your data and voice networking needs from a single, easily managed device – BusinessCommunications Manager.

This flexible device delivers Internet connectivity to all of your users, enablingthem to communicate via e-mail, access Web sites, and share files betweenremote locations.

For companies who need to establishsecure communication between sites, support for secure Virtual PrivateNetworks (VPNs) provides encryptedtunnels over the public Internet, corporateintranets, and extranets. Ideal for protectingyour most sensitive data, these VPNs use the most powerful encryption andauthorization technology available.

VPNs can be easily established to a Nortel Networks Contivity* ExtranetSwitch, a Nortel Networks Shasta* 5000Broadband Service Node, or anotherBusiness Communications Manager.

Multimedia Call CenterWhen customers pick up the phone, what happens next can make the differencebetween the success and failure of yourbusiness. Whether customers are callingto place their first order, to reorder, or forsupport with an existing order, BusinessCommunications Manager can help youdeliver the top-flight customer service that leads to success.

Need to compete head-to-head with largercompetitors? Nortel Networks can helpyou set up a Multimedia Call Center thatputs up to 80 active and 250 configuredagents at your customer’s fingertips.Operating out of several locations? No problem. Through the power of IPtelephony, Business CommunicationsManager enables agents in multiple locations to support the same queue –even agents working from home canreceive calls as if they were at the centralsite. Call processing is seamless, enablingyou to get the maximum efficiency fromyour employees.

And that’s not all. Customers on yourWeb site can enter the queue simply by clicking a button and entering their

phone number. When their request reaches the front of the queue, BusinessCommunications Manager places a call to their location, and automatically connects them to the next available agent.Customers can even receive special offersvia the Web while they wait for their callback. When they just need a quickquestion answered before placing theirorder, like “Can you get it here byFriday?,” shoppers can simply send a text message over the Internet, and thenchat online with an agent when their message reaches the head of the queue.

Business Communications Manager also supports Computer TelephonyIntegration (CTI), which enables CallCenter agents and other users to haveaccess to caller information before theconversation begins. The caller’s recentpurchases and favorite products and services are displayed on screen, enablingagents to provide improved customerservice and more efficient call handling.

By giving your customers rapid access to sales and support personnel via phone,the Web, and e-mail, your business canprovide better customer service than everbefore — even better than your largercompetitors who have yet to adopt theseadvanced techniques.

Finding the Strategic Edgefor your business

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IP TelephonyBusiness Communications Manager provides a smooth migration path to the IP-enabled networks of the future.When coupled with the Nortel NetworksBusiness Policy Switch, this powerful unit provides a fully integrated solution.Unlike products from other networkingcompanies, you won’t have to purchaseadditional external devices such asrouters, applications servers, or voice mail servers to realize the benefits offeredby IP telephony. Just to start, eliminatingthese additional expenses can provideyour company with savings of $20,000 or more, not to mention the simplicity ofa network with fewer devices to manage.

The savings continue when BusinessCommunications Manager is installed at a multi-site business. IP telephonydelivers toll-free telephone servicebetween your branch offices, enablingyour employees to make phone calls andsend faxes without incurring long-distancecharges. This is especially beneficialbetween international offices. By usingthe extra bandwidth on your wide areanetwork (WAN) for IP telephony, youleverage the untapped capabilities of yourexisting data infrastructure to maximizethe return on your current networkinvestment. Depending upon your avail-able bandwidth and configuration,Business Communications Manager iscapable of supporting over 30 simultane-ous IP telephony connections.

In addition, IP telephony offers a trulyportable solution. Unlike digital phoneswhich are hardwired to the PBX baseunit, your Nortel Networks i2004Internet Telephone and Nortel Networksi2050 Software Phone will work anywhereon the network, even over a remote connection. Any port with sufficientbandwidth on the LAN/WAN will giveyou the connectivity you need — justplug in and you’re ready to go. And if youneed wireless IP connectivity for yourphone, laptop, or scanner, your equipmentwill work anywhere on the network wherethere’s a Nortel Networks Access Pointinstalled. Even if you’re at another branchoffice on the same LAN or WAN, yourdevices will connect just as they do atyour main office.

Voice ProcessingUp to 75% of business calls aren’t completed on the first try, and that’s why efficient voice messaging is essentialto your company’s success. BusinessCommunications Manager provides arich suite of enhanced voice processingapplications that go far beyond simplevoice mail services. This advanced platform will help you create a flexible,scalable solution that grows with yourbusiness, enabling you to improve customer service and streamline yourinternal and external communications.

Many businesses can’t afford a full-timereceptionist at every site. The AutoAttendant feature solves that problemwith customer-controlled routing thatgets your callers where they need to go —fast. This ensures that your customers canalways reach you, eliminating busy signalsand the potential for missing an importantcall or message.

To maximize efficiency, BusinessCommunications Manager provides unified messaging solutions that enableyou to manage voice mail, e-mail, andincoming faxes directly from your multi-media Windows PCs. Now you can listento voice mail, save or forward messages,view faxes on screen and forward them as e-mail, or even use Caller ID to gostraight to the message you’ve been wait-ing for. These enhanced voice-processingapplications are an incredible timesaver,and will dramatically simplify your company’s message management.

Nortel Networks

i2004 Internet

Telephone.

What is a Converged Networking Environment?In a converged environment, both telephony and data signals are transmittedas packets over the data network. Thisapproach delivers several advantages,including:

1. Cost-effective IP telephony.Bandwidth resources that have traditionally been restricted to data cannow be used for telephony, maximizingthe efficiency of your network. Digitalvoice circuits can be relegated to back-upstatus or even eliminated, and tollcharges between branch offices can be reduced.

2. Simplified networking architecture. A single infrastructure is capable of carrying both data and telephony traffic,saving money by eliminating the need topull separate cables. This approach reducesrepair time and streamlines networkinstallations and reconfigurations.

3. Portable, flexible solution.Network deployments and reconfigura-tions are simplified, and service can beextended to remote sites and homeoffices over cost-effective IP links.

i2004Internet

Telephone

Workstation withWeb-based management

Workstations withUnified Messaging

Printer

i2004Internet

Telephone

BusinessSeries

Ternminals

BusinessCommunications

Manager

BusinessPolicy Switch

InternetService Provider

Public SwitchedTelephone Network

(PSTN)

i2004Internet

Telephone

Warehousewith complete

telephonyfunctionalityat 6,000 feet.

Workstation withi2050 Software Phone

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Network ArchitectureBusiness Communications Managerdelivers a flexible, scalable solution forgrowing businesses. Ideal for creatingbranch office connectivity between multiple sites, the IP-based solution delivers multiple benefits in terms of creating a more unified, cohesive, andcost-effective network for your business.Capable of supporting a hybrid environ-ment of digital telephony, IP telephony,and 10/100 Ethernet data networks, thisinnovative platform will provide yourcompany with a smooth migration to the IP-enabled networks of the future.

Until now, companies of all sizes have traditionally used separate cabling installations to support their data networkand PBX phone systems. Each telephoneneeded its own twisted pair copper connection to the central PBX unit, and typically had to be located no morethan 4000 feet away. In the convergedenvironment created by BusinessCommunications Manager, voice connections can now be transmitted overthe same fiber connection as the LAN.This eliminates the need for dual cablingplants, dramatically increases cabling distances, and provides a simpler, moreefficient network architecture.

Key benefits are realized by enabling personnel at different sites to reside on the same network. Companies of allsizes can use Business CommunicationsManager to create a unified communica-tions system that supports multiplebranches, and even home offices,

over IP connections. Companies with aMeridian 1* PBX phone system installed at the central site can extend CallPilot*and Meridian Mail services to remoteoffices where a Business CommunicationsManager is installed, optimizing theirexisting investment by extending unifiedvoice/fax/e-mail messaging to the remotesite. Both approaches provide centralizedvoice services, and offer 4-digit extensiondialing to any point on the network —including home offices connecting overDSL, BRI ISDN, or cable.

Prioritizing Network Traffic with Business Policy SwitchNow there’s a way to make your network’spriorities mirror those of your business.By installing the Nortel NetworksBusiness Policy Switch with BusinessCommunications Manager, your networkbecomes an intelligent partner that canprioritize business-critical traffic, helpingyou get the most out of your existinginfrastructure. Your latency-sensitiveapplications and mission-critical users will receive platinum-level service, whileless urgent traffic is allocated bandwidthon a lower-priority basis.

Prioritization is especially important forbusinesses that support mission-critical IP applications, including IP telephony,but do not want to incur higher costs by over-provisioning the network to ensure bandwidth availability.

Figure 1: Business Communications Manager Single-Site Solution.

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i2004Internet

Telephone

Workstation withWeb-based management

FiberStationModuleFiber

TrunkModule

Workstations withUnified Messaging

Printer

Server

i2004Internet

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Unified Messaging

i2004Internet

Telephone

BusinessCommunications

Manager

BusinessCommunications

Manager

BusinessPolicy Switch

BusinessPolicy Switch

Location 1 Migration to IP

Location 2 Pure IP

Printer

Server

Public SwitchedTelephone Network

(PSTN)

Frame Relay

Workstations withi2050 Software Phone

BusinessSeries

Terminals

Figure 2: Business Communications Manager Multi-Site Solution.

Whether your business is transitioning from digital to IP telephony,

or you're creating a new IP-only environment, Nortel Networks delivers the only

integrated solutionthat supports either approach.

www.nortelnetworks.comUnited StatesNortel Networks4401 Great America ParkwaySanta Clara, CA 950541-877-655-2ASK

Canada Nortel Networks8200 Dixie Road, Suite 100Brampton, OntarioL6T 5P6 Canada1-800-466-7835

Caribbean and Latin America Nortel Networks CALA Inc1500 Concord TerraceSunrise, FL 33323-2815954-851-8000

Europe, Middle East, and AfricaNortel Networks EMEA, S.A.Les Cyclades-Immeuble Naxos25 Allee Pierre ZillerValbonne, 06560 France00-800-8008-9009**44(0)-20-8920-4618

Asia PacificNortel Networks 27/F City Plaza One 1111 King’s Road Quarry Bay Hong Kong 852-2100 2888

**Number accessible from most European Countries

For more information, contact your Nortel Networks representative or call 1-800-4-NORTEL.

Copyright © 2001 Nortel Networks. All Rights Reserved.*Nortel Networks, the Nortel Networks logo, the Globemark, CallPilot, Contivity, e-mobility, Meridian, Meridian 1, Norstar, and Shasta are trademarksof Nortel Networks. All other trademarks are the property of their respective owners. Information in this document is subject to change withoutnotice. Nortel Networks assumes no responsibility for any errors or omissions that may appear in this document.

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Putting the power of IP telephony to work

for your businessIn an increasingly competitive marketplace, companies of all sizes need to find a strategic edge. Business Communications Manager helps your companycompete more effectively by delivering new technologies designed to increasethe efficiency of your personnel, maximize the viability of your existingresources, and reduce operating costs.

To learn more about how Business Communications Manager can put the power of IP telephony to work for your business, contact your local Nortel Networks reseller today, or pick up the phone and call 1-800-4-NORTELfor more information.