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920-482 - CallPilot Rls.5.0 Networking. Upgrades, and Troubleshooting - Dump Information

Vendor : Nortel
Exam Code : 920-482
Exam Name : CallPilot Rls.5.0 Networking. Upgrades, and Troubleshooting
Questions and Answers : 65 Q & A
Updated On : April 24, 2019
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920-482 CallPilot Rls.5.0 Networking. Upgrades, and Troubleshooting

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920-482 exam Dumps Source : CallPilot Rls.5.0 Networking. Upgrades, and Troubleshooting

Test Code : 920-482
Test Name : CallPilot Rls.5.0 Networking. Upgrades, and Troubleshooting
Vendor Name : Nortel
Q&A : 65 Real Questions

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Nortel CallPilot Rls.5.0 Networking. Upgrades,

replace: Nortel to simplify, expand functions offerings | killexams.com Real Questions and Pass4sure dumps

How collaboration apps foster digital transformation

Nortel prevails in Social protection protest | killexams.com Real Questions and Pass4sure dumps

Nortel prevails in Social protection protest

originally posted at eleven:36AM March 18; up to date at 10:41AM March 19

  • by Nick Wakeman
  • Mar 18, 2008
  • (updated) Nortel government solutions has prevailed in a protest of its $300 million contract to build a voice-over-IP network for the Social protection Administration.

    Nortel won the contract in July 2007, however it become protested by means of AT&T Inc. Now that the protest has been rejected, work on the cellphone programs alternative task can begin, Nortel officers referred to.

    The undertaking is believed to be the largest VOIP deployment on earth and may help fifty five,000 box office agents. it's going to consist of a centrally managed contact core with unified messaging and interactive voice response capabilities.

    "here is a affirmation that VOIP is an business solution," said Mike Paige, chief operating officer of Nortel executive solutions. "up to now most deployments were a lot smaller and on the fringe of the business."

    SSA wants to upgrade and enrich its services because the agency anticipates an inflow of new clients as child boomers retire, Nortel mentioned.

    Nortel said the company expects the new VOIP community to help consolidate monthly public network provider fees, lower operating and protection fees, and establish a platform for future features.

    Nortel's solution additionally will give SSA's network a standard look and think to their networks, in an effort to save fees in practicing and help, Paige stated.

    "today there are separate networks for facts and telephony, however as you merge them into one spine, that you can have tremendous can charge discount rates," Paige mentioned.

    different corporations may be looking at the roll-out at the agency. "It is apparent in speaking to [chief information officers] that they'll study it," he said. "they may be asking extra questions on how they could take abilities of the trail SSA has blazed."

    Implementation will start immediately. in the first 12 months, Nortel will exchange present mobilephone programs in 205 of the company's essentially 1,600 box places of work. The business will change 500 methods per yr after that. The contract also comprises network integration operation, protection, user guide and practicing.

    an incredible abilities of a VOIP community is the tips SSA can collect with it. "They need to take into account the call circulate and quantity and use that information to make business decisions," Paige spoke of.

    Nortel has developed a knowledge mining and reporting potential that allows you to allow SSA to extract the information it wants, he talked about.

    In making their thought to SSA, Nortel needed to show that the pleasant of provider become on the identical stage with a VOIP community as with a traditional network. safety was one other area the place Nortel needed to show the capabilities of the VOIP answer, he stated.

    Nortel is using its communication Server a thousand switching, Media Processing Server 500 IVR, the Unified Messaging 2000 core platform and CallPilot, and IP phone 1100 sequence handsets.

    Nortel's teammates encompass generic Dynamics Corp., Black field network capabilities, Shared applied sciences Inc., York Telecom, excessive Wire Networks Inc., NetIQ Corp., NetCom technologies Inc. and Planning and discovering applied sciences Inc.

    The SSA win joins other government VOIP deployments for Nortel. The company also is engaged on tasks on the Senate and defense, power, Transportation and Veterans Affairs departments, the enterprise noted.

    Nortel ranks No. 90 on Washington expertise's 2007 right one hundred list of the greatest federal executive leading contractors.

    in regards to the writer

    Nick Wakeman is the editor-in-chief of Washington technology. follow him on Twitter: @nick_wakeman.


    Nortel maintains SSA contract | killexams.com Real Questions and Pass4sure dumps

    Nortel executive options has prevailed in a protest of its $300 million contract to construct a voice-over-IP community for the Social protection Administration.

    Nortel gained the contract in July 2007, nonetheless it became protested by way of AT&T. Now that the protest has been rejected, work on the mobilephone programs alternative assignment can start, Nortel officers spoke of.

    The project is believed to be the greatest VOIP deployment on this planet and may support 55,000 box office brokers. it will include a centrally managed contact core with unified messaging and interactive voice response capabilities.

    SSA wants to upgrade and enrich its features because the agency anticipates an influx of latest clients as baby boomers retire, Nortel referred to.

    The company stated it expects the new VOIP community to aid consolidate monthly public community service prices, lessen working and upkeep fees, and establish a platform for future functions.

    “SSA has demonstrated its preliminary assessment that our mixture of software, capabilities, govt contracting skills and world-classification Nortel products presents the surest value for this project,” said Chuck Saffell, chief govt officer of Nortel govt options, in a statement. “We’ve committed the vital supplies to fulfill SSA’s aggressive deployment schedule, and we’re wanting to get all started.”

    Implementation will begin automatically. within the first yr, Nortel will substitute existing cellphone methods in 205 of the agency’s basically 1,600 field workplaces. The company will substitute 500 methods per year after that. The contract additionally comprises community integration operation, renovation, user support and training.

    Nortel is using its conversation Server one thousand switching, Media Processing Server 500 IVR, the Unified Messaging 2000 core platform and CallPilot, and IP cellphone 1100 collection handsets.

    Nortel’s teammates include conventional Dynamics Corp., Black container community services, Shared applied sciences Inc., York Telecom, high Wire Networks Inc., NetIQ Corp., NetCom applied sciences Inc. and Planning and researching technologies Inc.

    The SSA win joins other government VOIP deployments for Nortel. The company also is engaged on initiatives on the Senate and protection, power, Transportation and Veterans Affairs departments, the business said.

    Nick Wakeman writes for Washington know-how , an 1105 govt advice neighborhood ebook .


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  • Always clear your browser cache.
  • Never share your passwords
  • Remove files that contain sensitive information.
  • Never save passwords on your laptop.
  • Only open attachments from trusted sources.
  • When buying a new computer, choose dual-band Wi-Fi for the best performance on Luther’s wireless network.
  • The Technology Help Desk will never ask for your username or password via email.
  • All faculty, staff, and students receive free online access to the Chronicle of Higher Education.
  • iPods are available for check-out from the library.
  • Share documents containing sensitive information via Norse Docs or Luther’s network.
  • Check your library account online.
  • If you have published a book or released a CD, the library would love to have a copy (or two) to add to our Alumni Faculty Staff Luther College Press Collection.
  • Check out the library’s DVD collection.
  • When you walk away from your computer, even for a few moments, always lock your machine.
  • For easier scheduling in Norse Calendar, allow guests to modify events.
  • Fuel up at the library.
  • Check out the library’s magazine collection.
  • Check out ITS’s online learning library, Lynda.com.
  • iPads are available for students to check out from the library.
  • Create a separate email account for personal communication.
  • To keep your email inbox clean, use labels and set up filters to label your incoming messages automatically.
  • Be especially wary of email phishing scams on Fridays and Mondays. Over 60 percent of phishing scams are emailed on those two days.
  • ITS reminds everyone to keep credit card information secure.
  • Use keyboard shortcuts for frequently performed functions.
  • Use keyboard shortcuts for frequently performed functions (Part 2).
  • Routine maintenance and service work on network systems occurs early Thursday mornings.
  • Consider scanning documents to email instead of making copies.
  • Password protect your smartphone.
  • Use Luther’s desktop messaging to send your voicemail messages straight to your email inbox
  • Check out a Kindle (students and faculty/staff) or iPad (faculty/staff) from Preus Library to catch up on your summer reading.
  • Q1: Always clear your browser cache.

    To protect your data, always clear the browser cache on public (non-Luther) workstations after use. Periodically clear the cache on your own computer as well.

    Your web browser cache is a stored version of some of the more frequently used websites, cookies and other types of web browser data. It is important to clean this data out; it can cause problems with updated websites and limit your ability to view current data. The following step will clear your cache.

  • Click Tools > Clear Recent History…
  • Select a time range to clear from the drop-down menu.
  • Make sure that Browsing & Download History, Form & Search History, Cookies, and Cache are all checked and click Clear Now.
  • For more information including screen shots, visit https://www.luther.edu/helpdesk/firefox/.top

    Q2: Never share your passwords.

    To protect your data, never share your passwords.top

    Q3: Remove files that contain sensitive information.

    To protect your data, remove files that contain sensitive information (including social security number, birthdates, and names) after use. If you need to keep a file that contains sensitive information, password protect the file.top

    Q4: Never save passwords on your laptop.

    If the “remember passwords for sites” option is activated, Firefox will offer to remember passwords of web login forms that allow saving of passwords. Some sites, such as My.luther.edu and many banking sites, are programmed to not allow web browsers to save the password to protect the security of information behind those logins. If you have saved passwords on your laptop and wish to clear them, you will need to remove the site from Firefox’s saved password list so that Firefox will prompt you to clear the password. The following steps will remove sites from your saved password list:

    1. Click Tools > Options2. Click the Security option3. Click the Saved Passwords… button4. Select the site you would like to remove and click the Remove button

    The next time you visit the site you should now be prompted to save your new password or to never save passwords for the site. Select Never for This Site.

    For more information including screen shots, visit https://www.luther.edu/helpdesk/firefox/.

    top

    Q5: Only open attachments from trusted sources.

    To protect your data, only open attachments from trusted sources. Ask yourself the following questions:

    1. Do you know the person who sent the attachment? If you do not know the sender, delete the email without opening it.2. If you know the sender, were you expecting to receive an attachment from him or her? If the email is from a known and trusted source but you weren’t expecting an attachment, contact the sender to make sure the attachment is legitimate. It’s easier to have someone resend a file than to have your computer repaired!top

    Q6: When buying a new computer, choose dual-band Wi-Fi for the best performance on Luther’s wireless network.

    If you’re purchasing a new computer, we recommend that you choose dual-band Wi-Fi for the best performance on Luther’s wireless network.

    Typically, the base model computer is NOT equipped with dual-band, but there is usually an option to upgrade to dual-band Wi-Fi. This update, which allows the computer to operate in both 2.4Ghz and 5Ghz, is not very expensive (typically in the range of $10 to $30). Choosing this option will improve your experience using the wireless network.

    Dual Band WifiDual Band Wifi Q7: The Technology Help Desk will never ask for your username or password via email.

    The Technology Help Desk will never ask for your username or password via email. Any attempt to do so is a phishing scam and should be marked as spam. Phishing is an attempt to access your personal information (username, password, etc.) by luring you with official looking emails or web sites. If you are uncertain about an email you received, contact the Help Desk for verification. Please do not respond to the email or click any links.

    If you accidentally respond or provide information to a phishing scam, change your Norse Key immediately at http://norsekey.luther.edu.

    For more information, visit https://www.luther.edu/helpdesk/safecomputing/

    Q8: All faculty, staff, and students receive free online access to the Chronicle of Higher Education.

    Simply visit http://www.chronicle.com to begin reading.

    Online access includes:

  • Text from each print issue posted on Mondays
  • Daily site updates with the latest news and information in academe
  • A searchable archive of back issues
  • The Chronicle Review, the award-winning weekly magazine of ideas
  • Complete data from the Almanac of Higher Education
  • Extras such as slide shows, podcasts, and videos
  • Note: If you are off campus, you will need to go through the proxy server log-on screen first; use your Norsekey username and password to log on.

    Q10: Share documents containing sensitive information via Norse Docs or Luther’s network.

    Emailing sensitive information is very insecure; we recommend that you always share documents containing sensitive information via Norse Docs or Luther’s network instead of attaching the document to an email message. Even password protecting a Microsoft Office document requires exchanging passwords which reduces security dramatically.

    For more information on Norse Docs, visit https://www.luther.edu/helpdesk/norsedocs/.

    For more information on sharing documents on Luther’s network, visit http://www.luther.edu/helpdesk/sharesfaq/.

    top

    Q11: Check your library account online.

    Visit luther.edu/library and click on Library Account (or click here) to view the list of resources you currently have checked out and when they are due, opt in to have your reading history tracked if you wish, and save your preferred searches on Magnus.

    For questions about your library account, visit the Circulation Desk, or call 387-1166.

    top

    Q12: If you have published a book or released a CD, the library would love to have a copy (or two) to add to our Alumni Faculty Staff Luther College Press Collection.

    Read more about the Alumni Faculty Staff Luther College Press Collection here.

    For more information, contact Andi Beckendorf at [email protected].

    top

    Q13: Check out the library’s DVD selection.

    Browse the DVD area on the main floor of Preus, or search online at library.luther.edu if you have a specific film in mind. If you’re interested in new DVDs, visit the “New DVD Arrival” section next to the copier on the main floor of Preus. (These titles are new to the library, but they aren’t necessarily new releases.)

    Our collection includes feature films, television series, and documentaries. Sample available titles include Inception, Downton Abbey, and Dirt! The Movie.

    Students may check out DVDs for three days; faculty and staff may check out DVDs for two weeks.

    For more information, visit the Circulation Desk or call 387-1166.

    top

    Q14: When you walk away from your computer, even for a few moments, always lock your machine.

    For PC users, if you need to leave your work area briefly, just hit WinKey+L (WinKey is the key with the Windows logo on it). You could also press Ctrl + Alt + Delete and then click the Lock Computer button. Another way to lock your computer is to press the Start button and then click on the padlock/arrow icon in the lower right corner. You will then be presented with a window that instructs you how to unlock your computer which consists of pressing Ctrl + Alt + Delete and then logging back in.

    For Mac users, select “Log Out” from the Apple Menu, located in the upper-left corner of the screen. This closes all applications and takes you back to the login window, preventing anyone from tampering with your files while you are gone.

    For more information, visit the page that corresponds to your operating system/computer:

    https://www.luther.edu/helpdesk/windows7basics/http://www.luther.edu/helpdesk/vistabasics/https://www.luther.edu/helpdesk/macbasics/

    top

    Q15: For easier scheduling in Norse Calendar, allow guests to modify events.

    When creating your event, simply click the “modify event” box (next to “Guests can…”). This will allow guests to change the event to a different time or date if they’re unavailable at the time you suggested.

    Calendar Screen ShotCalendar Screen Shot

    For more information about Norse Calendar, visit https://www.luther.edu/helpdesk/norsecalendar/.

    top

    Q16: Fuel up at the library.

    Head downstairs to enjoy the library’s new cafe area, where you can relax in our comfy chairs and purchase coffee, other beverages, and snacks.

    While you’re there, share your opinion on the library’s latest Graffiti Board prompt.

    top

    Q17: Check out the library’s magazine collection.

    Read current and past issues of Opera News, The New Yorker, Runner’s World, Time and more.

    The collection is located on the main floor, behind the computer lab.

    top

    Q19: iPads are available for students to check out from the library.

    Visit the Circulation Desk at Preus Library to check out an iPad.

    Please note: The iPads are available for students as a 4-hour, in-library-use-only check out.

    Questions? Call x1166 for more information.

    top

    Q20: Create a separate email account for personal communication.

    Google services accessed using a Norse Key should only be used for Luther business. Employees wanting to use Google services for personal reasons should create and maintain a separate personal account with Google. This will ensure access to account information after employment ends at Luther.

    For more information, visit https://www.luther.edu/helpdesk/norseapps/.

    top

    Q21: To keep your email inbox clean, use labels and set up filters to label your incoming messages automatically.

    LabelsLabels are tags you can use to organize your messages.

    1. To add a new label, click on the drop-down menu next to the label icon at the top of the screen. Click on the box that reads Create new (found in the bottom of the label section), enter a name for the label, and click the Create button.

    2. To remove the message from your inbox, click the archive button near the top of the screen. Alternatively, to combine steps 1 and 2, you can click on the drop-down menu next to the “Move to” button near the top of the screen. Enter the label name you wish you use, and the message will be labeled and archived in one step.

    You can also rename or remove any of your labels that have been created. The messages will not be deleted if a label is removed; the label will simply be removed from the corresponding messages.

    3. To find archived messages, click on the label name in the menu to the left of your email inbox.

    For more information on labels, visit https://www.luther.edu/helpdesk/norsemail/ or Using labels – Gmail Help

    FiltersFilters automatically label and archive messages as they arrive in your inbox. You may want to use this option if you subscribe to a listserv; with a filter, you can filter each message from the listserv to a separate label and read the messages when you have time.

  • To create a filter, click the down arrow in your search box. A window that allows you to specify your search criteria will appear.
  • Enter your search criteria. If you want to check that your search worked correctly, click the search button.
  • Click Create filter with this search at the bottom of the search window. If you need to verify the search results, you can click the x to collapse the filter options. Clicking the down arrow again will bring the window back with the same search criteria you entered.
  • Choose the action(s) you want the filter to take.Note: To keep organized, many people like to have incoming messages automatically labeled and removed from their inbox until they can look at them later at a more convenient time. If you want to do this, make sure to select Skip the Inbox (Archive it) and Apply the label: when you create your filter.
  • Click the Create filter button.
  • When you create a filter to forward messages, only new messages will be affected. Any existing messages that the filter applies to will not be forwarded.

    For more information on filters, visit Using filters – Gmail Help.

    top

    Q22: Be especially wary of email phishing scams on Fridays and Mondays. Over 60 percent of phishing scams are emailed on those two days.

    Think before you click, especially just before and after the weekend!

    According to Websense Security Labs Research, phishing scammers have learned two important things about timing their attacks:

    1. Phishing is most effective when the recipient’s guard is down. People are more likely to click on links while relaxing on Friday in anticipation of the weekend, or when Monday morning blues have set in.

    2. Email security measures can be evaded by sending emails with clean links on Friday or over the weekend. After the email has been delivered but before is it expected to be read, the phishers compromise the URL with malicious code, effectively bypassing automated email security measures.

    Top phishing days of the week based on Websense July-August 2012 research: Friday (38.5 percent), Monday (30 percent), Sunday (10.9 percent), Thursday (6.5 percent), Tuesday (5.8 percent), Wednesday (5.2 percent), Saturday (3.2 percent).

    If you are uncertain about an email you received, contact the Help Desk for verification. Please do not respond to the email or click on any links.

    If you accidentally respond or provide information to a phishing scam, change your Norse Key immediately at http://norsekey.luther.edu.

    For more information, visit https://www.luther.edu/helpdesk/safecomputing/

    top

    Q24: Use keyboard shortcuts for frequently performed functions.

    Keyboard shortcuts are easier and faster than using your mouse. Here are a few of the most common shortcuts:

    CTRL + C copyCTRL + X cutCTRL + V pasteCTRL + Z undo

    On a Mac, use the Command key in place of the CTRL key.

    For more about Windows keyboard shortcuts, visit http://support.microsoft.com/kb/126449

    For more about Mac keyboard shortcuts, visit http://support.apple.com/kb/HT1343

    top

    Q25: Use keyboard shortcuts for frequently performed functions (Part 2).

    Keyboard shortcuts are easier and faster than using your mouse. Here are a few of the most common shortcuts:

    CTRL + F findCTRL + + zoom inCTRL + – zoom out

    On a Mac, use the Command key in place of the CTRL key.

    For more about Windows keyboard shortcuts, visit http://support.microsoft.com/kb/126449

    For more about Mac keyboard shortcuts, visit http://support.apple.com/kb/HT1343

    top

    Q26: Routine maintenance and service work on network systems occurs early Thursday mornings.

    The maintenance and service work occurs between 12:00 a.m. and the start of business, 8:00 a.m., Thursday mornings.

    Users are reminded that they must stay logged out of Datatel, My.Luther, and Safari during this time. Other systems may be accessed at the user’s risk.

    ITS will not warn users about planned network outages and server downtime during this period.

    This policy began in October 2002.

    If you have questions, please contact the Technology Help Desk ([email protected]).

    top

    Q27: Consider scanning documents to email instead of making copies.

    It’s free and saves paper.

    Use the copiers on the main floor of the library to scan to your email address. Directions are located on the table between the copiers, and you can always ask for assistance if you need it.

    Scanning is also available at the Document Center.

    top

    Q28: Password protect your smartphone.

    If your smartphone is lost or stolen, lots of very personal information could potentially be exposed, including email messages, texts, photos, and any social network accounts you leave open on your phone. ITS recommends password protecting your phone to reduce the likelihood that this data could be misused by someone else.

    For more information about iOS devices (iPad, iPhone, iPodTouch), visit https://www.luther.edu/helpdesk/ipad/

    For more information on Android devices (e.g. Samsung Fascinate) – https://www.luther.edu/helpdesk/android/

    For more information on your blackberry, visit https://www.luther.edu/helpdesk/blackberry/

    For more on campus-related mobile security, click here(link to: http://www.educause.edu/library/resources/7-things-you-should-know-about...).

    top

    Q29: Use Luther’s desktop messaging to send your voicemail messages straight to your email inbox.

    With CallPilot Desktop Messaging, you can manage all your messages – emails and voice mails – on one single platform (e.g. Norse Mail). You can accomplish this on your PC or on the phone, from just about anywhere (at home, the office, while traveling). Once you have CallPilot Desktop Messaging installed and configured, you can listen to, forward, delete, and save your voicemail messages from a web browser.

    To get started, complete the CallPilot Desktop Messaging Request Form to make your request. Your account will be activated within 2 business days and you will receive an email when you can set up and use Desktop Messaging.

    For more information, visit https://www.luther.edu/helpdesk/desktopmessaging/.

    top

    Q30. Check out a Kindle (students and faculty/staff) or iPad (faculty/staff) from Preus Library to catch up on your summer reading.

    E-readers are available for check-out for students (Kindles), faculty and staff (Kindles and iPads) from the Circulation Desk at Preus Library. For more information, call 387-1166 or email [email protected].

    top

    Read training and instructional articles.

    Emerging Technology: Innovation and Products | killexams.com real questions and Pass4sure dumps

    FRAMINGHAM (04/18/2000) - Send your thoughts and ideas for future columns to et@cio.com.

    MESSAGES OF THE WORLD UNITE! Unified messaging moves into the mainstream By John Edwards "A big, fat headache." That's how David Winterstein, managing partner of Trans-Form, a management consulting firm, describes his company's old messaging infrastructure. Instead of serving as a powerful business tool, Trans-Form's messaging environment had slowly degenerated into a frustrating patchwork of technologies that forced the company's consultants to hunt across various systems to locate important messages that might arrive as voice mail, e-mail or fax. By last year, it was apparent that a radical change was needed in order to restore order and efficiency to Trans-Form's deteriorating messaging framework.

    Like a growing number of businesses facing communication confusion, Trans-Form opted to toss in the towel and enter the relatively untried world of unified messaging. A unified messaging system integrates enterprise voice, e-mail, paging and fax resources, allowing employees to send, access and manage messages from a single point, such as a phone voice menu or a website. With main offices in Tampa, Fla., and New York City and more than a dozen consultants spread around the United States, Trans-Form decided that unified messaging would be a smart way to boost productivity and efficiency. "It seemed like a logical move, something that could really help us," says Winterstein.

    MOBILE WORKERS GAIN THE MOST After years of development and countless broken marketing promises, vendors are finally beginning to send unified messaging solutions into the business mainstream. Major telecommunications suppliers, such as Nortel Networks Corp., Cisco Systems, Hewlett-Packard, Lucent Technologies and Siemens AG, have started offering unified messaging products and services, primarily targeting organizations with mobile workforces. These giants have been joined by an array of startups, including Premiere Technologies, AVT Corp. and Vivao PLC, all looking for a foothold in a rapidly growing market.

    Unified messaging has the potential to become an essential tool for mobile workers, says Roger Walton, a senior associate analyst in the Boston office of Ovum, a London-based technology research firm. "When you travel, it really is a hard job keeping up with your messages. Having a single phone number makes it easier to keep on top of messages and for people to reach you." But Walton isn't convinced that the technology makes as much sense for office-bound workers. "It's certainly convenient and nice to have, but not quite as vital."

    Nonetheless, Ovum expects unified messaging to becoming nearly pervasive in the next few years, reaching into most businesses and even some homes. By 2006, three-quarters of businesses will use unified messaging technology. Meanwhile, more than a third of households in advanced countries will subscribe to telecommunications services that include unified messaging. IDC, a Framingham, Mass.-based research firm (and a sister company of CIO), forecasts that unified messaging revenues will explode from $7.6 million in 1998 to $1.9 billion in 2003.

    TWO APPROACHES Unified messaging solutions come in two basic flavors: server-based offerings and subscription services. Server products integrate directly with an existing enterprise telephone system and network to provide unified messaging capabilities. Subscription services supply unified messaging functions for fees based on both the number of users and the scope of services provided. Both approaches typically allow users to search for messages either by phone or by visiting a personalized website from a desktop PC, notebook PC or personal digital assistant (PDA). Users can then select specific messages to play back or view. Most systems also provide a notification function that alerts users to high-priority messages via a pager or mobile phone. For callers, the technology means that a message left on voice mail or sent by e-mail or fax all have an equally good chance of being received by the recipient at the earliest possible opportunity.

    Trans-Form was attracted to Premiere Technologies' pay-as-you-use Orchestrate service. The technology requires no up-front cost, only a monthly fee of $29.95 per user (plus 15 cents per minute for toll calls dialed by Orchestrate). "I would say that it increased productivity by at least 20 percent," says Winterstein. "People are amazed at how responsive we now are. They don't expect to be able to find you at an airport, for example. When they do, they're amazed." An added benefit to the technology is that the business cards carried by Trans-Form's consultants now list only an e-mail address and one phone number, instead of an e-mail address and separate phone numbers for company, direct, pager and fax lines. "It makes for a neater, more effective card," says Winterstein.

    Although service-oriented solutions are a good fit for many organizations, other firms may use server-based products to add unified messaging to an existing telecommunications infrastructure. For example, the Bellevue, Wash., branch of professional services provider EDS opted to go with CallPilot, a server-based unified messaging solution from Nortel Networks, allowing the office to retain its investment in an existing Nortel PBX system. "CallPilot enabled us to build onto an existing technology rather than switching to something entirely new," says Craig King, the office's telecommunications supervisor.

    CallPilot is currently supporting about 150 workers in the EDS Bellevue office.

    Since the system has been operating for only a few months, King says it's too early to estimate cost savings, if any. The system, licensed for 25 desktop users, 25 fax users, 25 speech recording users and 1,000 voice mail users, cost $31,000, plus a $412.50 overall monthly maintenance fee. But early user feedback has been positive. "People are telling me it's making their lives a lot easier." In the meantime, King is rolling out the technology in stages, allowing users to become accustomed to a particular set of features before hitting them with something new. "We began with voice mail and then started adding fax and e-mail messaging." Coming next are speech recognition and voice menu features. "We're taking it step-by-step," says King. "That's the smart way to do it."

    CHALLENGES AND CONCERNS While few observers question unified messaging's long-term potential, some worry that a handful of nagging problems could at least temporarily hamper the technology's growth. Most critically, it's believed that implementation costs will deter many organizations from quickly adopting unified messaging. "Companies have all of their existing messaging systems in place," says Ovum's Walton. "Whether or not you're a Fortune 500 corporation, it is a very big deal to upgrade." Given the large upfront cost of a server solution, big enterprises are most likely to be the ones investing in that approach. EDS's King recommends that organizations choosing a server-based solution look into unified messaging solutions provided by their current telecommunications provider. "It probably isn't a good idea to start from scratch with another vendor," he says. "When an operational problem occurs, you don't want competing vendors tossing the ball back and forth into each other's court."

    In fact, interoperation gaps are a big problem for enterprises struggling to link existing e-mail, voice mail and fax systems to unified messaging products and services. Standards for interoperation between messaging platforms have not yet been widely implemented, so options for interoperation with legacy messaging systems are typically primitive or nonexistent. While Trans-Form experienced only minor problems implementing its system, the story was different for EDS. "We had a GTE technician that just about lived at our site for a month," says King. "We were the fifth CallPilot system that was installed, so it was a learning curve for everyone."

    Migration barriers present yet another potential headache. When planning a unified messaging framework, organizations need to make sure that existing technologies--such as PBX, network and PC resources--are up to the job. "For example, if the PC is a dog, then you aren't going to be able to open your voice mail or faxes in a timely fashion," says King.

    Still, it appears inevitable that unified messaging is destined to dramatically simplify business communication. Ovum's Walton compares the technology's arrival to the introduction of e-mail technology. "When e-mail took off, people realized that there was a whole array of things they could do that they couldn't do before. I expect unified messaging will go the same way."

    John Edwards is a freelance technology writer based in Gilbert, Ariz. He can be reached at jedwards@john-edwards.com.

    NEW PRODUCTS

    SOUTHPAWS WELCOME Click with your left hand, or click with your right, Microsoft has a mouse that will work for you. The company has designed an ambidextrous version of its IntelliMouse Explorer, a "ball-free" mouse that uses an optical sensor (instead of a mouse ball) and a digital signal processor to detect movements. Since there's no mouse ball, there's no need to use a mouse pad, and the mouse can be used on almost any surface--even your pant leg.

    Called IntelliMouse with IntelliEye, the switch-hitting mouse is slightly smaller than its nonambidextrous cousin but still offers five buttons and a scroll wheel. The estimated retail price is $54.95. For more information, call 425 882-8080 or visit www.microsoft.com.

    BUDDY LISTS MEAN BUSINESS Instant messaging isn't just for fun anymore.

    FaceTime Communications has developed a set of applications that use instant messaging for business-to-consumer and business-to-business communications.

    FaceTime Instant Groups identifies a group of people by a single "buddy" name and routes incoming messages to the person in the group who is most available at the time. FaceTime Instant Email lets companies send direct marketing e-mails with embedded instant messaging links; when a customer clicks on a link, the customer is connected with a live agent. FaceTime Instant Alert lets companies send customers personalized instant messaging alerts. The applications run over public instant messaging networks, including AOL's network. Pricing starts at $500 a month and is based on the features used and the amount of usage; the applications can also be deployed onsite. To learn more, visit www.facetime.net or call 650 574-1600.

    A CLEAN SLATE Donating your company's aging PCs to charity? Selling them to the highest bidder? The last thing you want to do is pass along reams of corporate secrets and private e-mails. OnTrack Data International offers DataEraser, software that scrubs PCs' hard drives clean by repeatedly overwriting the data.

    DataEraser Professional Version, which can overwrite SCSI drives, is priced at $199.95; site licensing is available for corporate IT departments. DataEraser Personal Version is priced at $29.95. For more information, visit www.ontrack.com or call 800 872-2599.

    TESTING, TESTING Putting an e-commerce site through its paces doesn't require asking friends and family to shop till the site drops. Watchfire Macrobot 1.0 can automatically test e-commerce and web transactions. Play around on your site--say, try to order five T-shirts in size XL and send them to five different addresses--and Macrobot will record what you did. The software will turn your commands into a test script that can be played back later. Tweak the scripts by changing the variables in a spreadsheet-like data table. Macrobot 1.0 is priced at $2,995 for a single-user license, $12,995 for a five-user license and $19,995 for a 10-user license. For more information, visit www.watchfire .com or call 613 599-3888.

    CLICKS MEET BRICKS One way to marry brick-and-mortar stores to the web is to bring the web to the brick-and-mortar stores. Hypercom has unveiled an internet-enabled point-of-sale (POS) information and e-commerce platform that aims to do just that. Called ePic (for e-POS-infocommerce), the platform consists of internet-enabled POS terminals and several server software packages that connect the terminals to the internet. Hypercom also offers a service to support the ePic terminals for companies that do not want to buy, install or maintain the servers themselves.

    The ePic terminals have the same secure credit card payment processing capability that one would find in a typical POS terminal. They also have web browsers loaded on them. The ePic terminals are designed for use by both retail employees and customers. An employee could use the terminals to process and fulfill orders from the store's website, to send e-mail or to electronically store and retrieve receipts, among other applications. The terminals can also show advertisements to customers (store owners get a cut of the ad revenue) and offer interactive electronic coupons or loyalty programs. The terminals cost between $400 and $800, depending on screen size and whether or not the terminal offers a color screen and sound capabilities. The server software packages range in price from $50,000 to $300,000, plus additional charges depending on the number of stores and terminals. For more information, visit www.hypercom .com or call 602 504-5000.

    REVISIT VIDEOCONFERENCING WHO NEEDS TALKING HEADS?

    Ten years later, videoconferencing is still a technology on the verge By Fred Hapgood From a distance, the logic of adding images to telephony seems as obvious as adding salt to soup. What could be a more natural enhancement of simple voice communications than adding facial expressions and body language? For generations the compelling simplicity of this idea has attracted ambitious engineers and visionary entrepreneurs eager to push this most obvious of inventions into the world.

    Unfortunately their ingenuity and boldness has been shadowed by what is beginning to look like a curse in the spirit of Zeno's Paradox--no matter how close you get to your destination, you never quite arrive. If this trend continues, the videophone (at least as a general upgrade of the telephone) may turn into the robot vacuum cleaner of the 21st century: perpetually on the doorstep but never quite over the threshold.

    The first generation of efforts, carried out mostly by Bell Laboratory and Bellcore engineers in the '60s and '70s, foundered with the discovery that a useful presentation of nonverbal language requires significant amounts of bandwidth, quality hardware, uncluttered networks and very smart--almost AI-level--compression algorithms. In the '70s this level of technology was out of reach for the general market, and the videophone was left stuck in the lab.

    In the 1980s, the looming promise of ISDN catalyzed a new approach to the problem. Since the high cost seemed to rule out the consumer market, vendors focused on a niche: business meetings, especially those requiring travel.

    Business travel is so expensive its accumulated cost could cover the purchase of even quite expensive technologies and still net a return, at least in theory.

    This model seemed to make sense, and videoconferencing, as it was called, emerged to general applause. CIO was certainly convinced: In 1990, we predicted confidently that "an environment for significant, sustained growth in this area is about to emerge, probably in 1992 to 1993." Nor were we alone. "I thought then that by now any business large enough to have a conference room would have a VC installation," remembers Paul Zielie, engineer and president of Visual Systems Integration Group, a consulting company.

    But we all overlooked the curse. According to Professor Judy Olson, a researcher at the School of Information at the University of Michigan, face-to-face meetings establish and draw their meaning from a social context, and that context cannot be communicated by facial expressions and body language alone. Typically, VC cameras are fixed at a certain direction, and the zoom is set for a standard image proximity. Viewers cannot control the camera, which often means they miss the reactions of other meeting-goers sitting off-camera, even if those reactions are quite important. Also, users have found it difficult to figure out who is looking directly at them and who is looking away. A "talking head" on a monitor, often set on a raised podium, acquires tacit authority out of proportion to his or her actual position in the corporate hierarchy. Changes in image proximity (zooming in or out) aren't connected to changes in voice volume, which can be disorienting.

    Though these defects are subtle, they have made videoconferencing much less effective than hoped. While there seems to be no formal studies on this point, many believe videoconferencing installations do not lead to lower travel costs.

    (Some feel the technology has actually increased costs by stimulating even more interest in face-to-face meetings.) The industry reacted to this second disappointment by targeting a less demanding application: adding value to distance communication as opposed to replacing face-to-face meetings. The high end of this sector, according to Norman Gaut, chairman, CEO and president of PictureTel, entails integrating all forms of media into a single online session: video, audio and data, real-time and archived, interactive and broadcast, with material fetched as needed from cameras, microphones, local databases, intranets and the internet. The low end, represented by web-based video, runs all the way down to 10-frames-per-minute webcams. The benefit that low-quality video brings to a call is limited but real (especially between people who do not know each other), and as the cost of these connections falls, even this technology will surely spread. (One business application that seems to be growing rapidly at the moment is distance training.) In the meantime, research continues on the old dream. University of Michigan's Olson points out that just as body language is set in a network of social interactions, so are social interactions set in an office environment. One of the advantages of physical travel is sensing this environment--whether doors are open or closed, how people are dressed and so on. Olson is addressing this need by exploring the integration of corporate lounges with "video walls." The idea is to cover a wall with thin screen monitors and put a camera in the middle and microphones and loudspeakers on each side. When these installations are connected the members of each company can see into the lounge and then down the corridors of each other's offices. (This might be called the "video water cooler.") So far the experiment looks intriguing, but Olson is cautious. She knows the curse could strike at any time.

    UNDER DEVELOPMENT QUANTUM COMPUTING A QUANTUM LEAP FOR IT A phone book with randomly arranged entries doesn't sound very useful. But a powerful new algorithm could someday make such a database both commonplace and highly efficient. All that's needed is a quantum computer.

    The algorithm, developed by Bell Labs researcher Lov Grover in his spare time, will be ready for use when the first quantum computer becomes available--maybe five or 50 years from now. Quantum computers work at atomic and subatomic levels to perform multiple computations side-by-side--a big leap forward from today's step-by-step-oriented electrical computers. The systems exploit the fact that under certain conditions atoms and subatomic particles can exist in multiple realities. So, unlike a conventional computer--in which bits exist in a state of either zero or one--a quantum computer's "qubits" (quantum bits) can exist in two states simultaneously. This allows a quantum computer to search different parts of a database swiftly and simultaneously.

    According to Grover, a conventional computer would need to plow through a substantial number of records--perhaps a half-million or so--in order to retrieve a particular item in an unsorted one-million-record database. But a quantum computer using Grover's algorithm would only require a specific number of steps; the number of steps needed is the square root of the total number of items in the database. "For instance, in a million-item database, it takes only 1,000 steps to find the right record," says Grover.

    The algorithm makes use of the counterintuitive and sometimes bizarre principles of quantum mechanics, such as the idea that something can exist in several states at the same time, depending on how or when you look at it.

    "Programming a quantum computer is particularly interesting, since there are multiple things happening in the same hardware simultaneously," says Grover.

    "One needs to think like both a theoretical physicist and a computer scientist."

    Grover notes that the technology could also be used in other areas besides phone books and business databases. Of special interest are internet search engines, which, by their nature, need to quickly find large amounts of random information. "A quantum computer would have a clear advantage over a classical computer" in a search engine application, he says.

    While the first quantum computer won't become commercially available for many years--perhaps decades--Grover says his algorithm has already been honed to perfection. "It is probably the simplest quantum algorithm," he notes.

    "Therefore, the algorithm will always be of great importance, and whenever quantum computers arrive--10 years from now or 200 years from now--it will provide an application." -John Edwards

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