Who Should Attend:

This course is designed to provide a general overview for strategic or telecom managers, Datacom managers with responsibility for telecom, Call Center designers, consultants, communications professionals, software engineers, system engineers, network professionals, VoIP implementers, Network integrators, Product and service developers, Industry analysts, marketing and sales professional, IT professionals, and others who plan on using, evaluating or working with PBX products, applications and services as well as wholesale markets carriers and CLECs/ICPs/ISPs

Prerequisites:

This is an introductory course with no prerequisites

Course Description:

A Private Branch Exchange (PBX) or a Private Automatic Branch Exchange (PABX - which is out of fashion since all modern day PBXs are automatic), is a phone switch serving a business or organization and is usually located on the organization's premises. The PBX provides phone services including internal calling, and access to the public switched telephone network. It allows a small number of outside lines to be shared among all of the people of the organization. Advanced PBX phone switches sometimes provide auto-attendant, voice-mail, and ACD (automatic call distribution) services for the organization.

Course Objectives:

Private Branch Exchange (PBX) and Key Telephone System (KTS) overview Understanding PBX Systems and Technology Private Branch Exchange (PBX) and Key Telephone System (KTS) markets PBX market overview and descriptions Highlights and trends The transformation in PBX and KTS/Hybrid systems Traditional circuit-switched designs Packet-switched technology Major innovations, including the shift from analog to digital transmission and switching, the introduction of stored program-controlled PBX systems, and advances in KTS/Hybrid systems Residual value assessment for VoIP equipment Centrex services and more ...

Course Outline:

Technology Basics Telephone System Fundamentals Key Telephone System Technology KTS/Hybrid System Technology PBX Technology PBX Components System Control System Overview Switching Network Design Switching Matrix PBX Call Processing Designs Cabinet Design Circuit Cards Wiring/Cabling Fundamentals Environmental Issues System Redundancy Trunk Interfaces PBX Peripherals Attendant Consoles Maintenance and Administration PBX Architectures Centralized Versus Distributed Availability Security Capacity Open systems Technology Alternatives Technology Leaders Trends Technology Analysis Business Use QoS Issues Port Capacity Traffic Handling QoS issues Trunk traffic engineering System Sizing Analysis Call Centers/ACDs A PBX vs. ACD Comparison Evaluating the differences between a PBX with Automatic Call Distributor (ACD) capabilities Taking Advantage of PBX Switch Integration in Computer Telephony Applications Voice and Call Processing Unified Messaging PBX Networking PBX Telemanagement Systems Wireless PBX Communications Standards Price vs. Performance Selection Guidelines Current Telephone System Analysis Gathering Data Current Equipment Inventory The Local Service Provider New System Specification Feature Selection New Telephone System Selection PBX Terminal Equipment Basic Call Processing Features PBX Networking Computer Telephony Integration (CTI) Advanced Call Center Concepts Systems Management Administration and Maintenance PBX MARKET PBX Total Market Enterprise Voice Equipment Markets PBX Systems Market Key Telephone Systems Market Wireless PBX Systems Market IP-Based PBX Add-on Market and Server-Based PBX Market Market Revenues Installed Base Profile PBX, KTS Summary - Revenue, Lines, Systems Introduction to North American PBX and Key Telephone Systems Market Status Quo of PBXs Installed base/shipments/forecasts Who's buying PBXs, and why Unique PBX capabilities/applications Major market space suppliers IP-enabled legacy PBXs Definition and examples PBX Directions Design Issues Application Issues Pros/Cons Definition and examples Pros/Cons Cost Issues MARKET DESCRIPTION Impact of Internet Global Economy Technology Trends Broadband Communications Wireless Communications PBX Market Dynamics Forces for change in PBX market Internet opportunities Data and mixed media PBX system features Move to open systems Call centers Videoconferencing PBX Installed Base PBX Installed Base Summary PBX Installed Base Growth by Size Segment PBX Installed Base by Size Segment PBX Installed Base by Industry and Line Size Segment PBX Installed Base by Region PBX Installed Base Aging and Investment Protection IP-PBX Marke IP-PBX Summary IP-PBX Shipments by Vendor CENTREX Installed Base Centrex Installed Base Summary Centrex Installed Base Quarterly Dynamics by RBOC and Line Size Segment Centrex Installed Base by RBOC and by Line Size Segment Centrex Installed Base by Region PBX PRODUCT DESCRIPTION Suppliers To U.S. Market Comdial Cortelco Executone Hitachi Intecom Inter-Tel Iwatsu Mitel Nitsuko America Panasonic Samsung Sprint Products Group Tadiran Telecommunications, Telrad Toshiba Win Communications Suppliers To Worldwide Markets Goldstar Gpt Mitel Panasonic/Matsushita Electric Philips Toshiba Alcatel Robert Bosch Gmbh Ericsson Fujitsu Lucent Motorola NEC Corporation Nokia Nortel Lucent 3Com Alcatel Cisco IBM Praxon Siemens StarNet Technologies Siemens Alcatel IP Customer Premises Equipment Attendant Consoles Solutions from Nortel Mitel PC PBX AltiGen Communications Ingram Micro Convergent Communications MediaSoft Intelligent PC-based PBX Trillium Digital Systems KEY FEATURES AND CONCEPTS Competitive Structure Server / PC-Based IP–PBXs Legacy Routers / Switch-Based PBXs Forecasts Fundamental Drivers and Constraints Sector Drivers and Constraints LAN CBXs and Hybrid CBXs Multifunction CBXs and PC CBXs Other Market Factors LAN CBXs and Hybrid CBXs Multifunction CBXs and PC CBXs Centrex and Call-Center Application Issues Voice and Data Convergence Voice on the LAN Failed Data/Voice PBX LAN-Based Convergence CBX Technology Technology Behind CBX Infrastructure Unification Protocol and OS Consolidation Other Technical Requirements CBXs: Converged CPE Computer Telephony Core CBX Approaches PC CBXs LAN CBXs LAN Telephones LAN CBX Technology Unlike Single-Point PBX Connectivity CBX Opportunities PC CBX and Multifunction CBX Opportunities Hybrid CBX Opportunities IP Centrex Opportunities CLECs Seek IP Centrex, Some via LAN CBX CBX Call Center Opportunities CBX Market Forecast All About IP PBXs Status Quo of IP-PBXs Installed base/shipments/forecasts Who's buying IP-PBXs, and why Unique IP-PBX capabilities/applications Major market space suppliers IP-enabled legacy PBXs LAN/WAN infrastructure PBX designs Client/Server IP-PBX Definition and examples IP-PBX Directions Design Issues Application Issues Pros/Cons Definition and examples Pros/Cons Cost Issues PBX Trunks PBX/CPE Basics Trunk Features PBX Trunk use in Hotels and Motels Direct Inward Dial (DID) Overview Features and Functions Start Signaling Hunting Optional Services Restrictions Hotel/Motel Trunk Options Direct Inward Dial (DID) Features Building an End-to-End IP Telephony Network Technologies and implementation considerations for planning and building a converged enterprise, converged, IP telephony network IP addressing, dial plan, network infrastructure, quality-of-service (QOS) strategies, admission control, voice messaging and legacy migration Network Infrastructure LAN and metro considerations High Availability and QOS in the campus Inline power and IP addressing scheme WAN considerations (QOS, topologies) Telephony Infrastructure Call processing agent provisioning Call Admission Control (locations, H.323 gatekeeper) Survivable remote site telephony Gateways and DSP resources Dial plan 911 and E.911 Applications LDAP directory Voice mail, Interactive Voice Response IP phone services Legacy Migration and Integration