NEAX2000 IPS Request for Proposal (RFP) Reference Guide Page iii
Issue 4
Chapter 12 Automatic Call Distribution (ACD) with MIS .......................................................1
Automatic Call Distribution (ACD) .......................................................................................................................1
Basic ACD..............................................................................................................................................................1
Basic ACD Features ...............................................................................................................................................2
CallCenterWorX ACD 3.0 for Business .................................................................................................................3
CallCenterWorX MIS .............................................................................................................................................6
QueWorX4.0.........................................................................................................................................................14
QueWorX Server Information & PBX Requirements...........................................................................................17
QueWorX Packaging............................................................................................................................................17
Professional Services for QueWorX .....................................................................................................................18
Chapter 13 Voice over IP (VoIP) ............................................................................................1
VoIP Solutions .......................................................................................................................................................1
Extended Enterprise IP Solution ............................................................................................................................1
IP Station ................................................................................................................................................................3
IP Station ................................................................................................................................................................3
CCIS Networking via IP.......................................................................................................................................14
H.323 Connection.................................................................................................................................................18
FAX and Modem over IP .....................................................................................................................................21
Remote PIM over IP.............................................................................................................................................25
Planning and Installation ......................................................................................................................................30
System Conditions/Limitations (Peer-to-Peer IP) ................................................................................................34
Chapter 14 Common Channel Inter-Office Signaling (CCIS) ................................................1
CCIS and ISDN ......................................................................................................................................................3
Digital and Analog CCIS........................................................................................................................................4
IP CCIS...................................................................................................................................................................5
Centralized Billing..................................................................................................................................................8
Centralized E911 – CCIS .....................................................................................................................................10
Call Set Up Times ................................................................................................................................................11
Look Ahead Routing ............................................................................................................................................11
Shared Trunk Facilities and Alternate Routing ....................................................................................................12
Centralized System Maintenance and Administration .........................................................................................13
Centralized Call Accounting/Billing Systems......................................................................................................14
Centralized Voice Processing / Messaging ..........................................................................................................15
Centralized Attendant Consoles ...........................................................................................................................15
Uniform Numbering Plans ...................................................................................................................................16
CCIS Feature Chart ..............................................................................................................................................16
System Capacity ...................................................................................................................................................18
Required Equipment.............................................................................................................................................19
IP Specifications...................................................................................................................................................21
Chapter 15 Integrated Services Data Network (ISDN) .........................................................1
ISDN Primary Rate Interface .................................................................................................................................1
PRI Services & Features.........................................................................................................................................1
Event Based CCIS ..................................................................................................................................................7
Business Feature List..............................................................................................................................................8
ISDN Network Requirements for Layer One (1) ...................................................................................................9
Supported Network Services (Trunk provisioned only).........................................................................................9
ISDN PRI Specifications......................................................................................................................................10
ISDN Basic Rate Interface (BRI) .........................................................................................................................17
ISDN Basic Rate Interface (BRI) .........................................................................................................................18
Documentation .....................................................................................................................................................21
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