IBM, 3Com Collaborate on VOIP

Mar 26, 2007

The two vendors are integrating IP telephony with e-mail, messaging and core business process applications in a new offering based on IBM's System i server platform.

IBM and 3Com on March 26 will launch new collaboration features and further application integration for their joint System i IP Telephony Express Edition offering.

The two vendors are integrating IP telephony with e-mail, messaging and core business process applications in a new offering based on IBM's System i server platform. The System i Integrated Collaboration offering adds new unified messaging, contact center capabilities, integration with Lotus Sametime 7.5 and a 3Com software development kit on top of 3Com's VCX IP telephony software running on the IBM hardware.

There are now multiple levels of integration between the 3Com IP Telephony software and IBM's Lotus Notes, Domino and Sametime 7.5. By creating an integrated inbox, users "can receive voice mail and faxes in the same inbox as e-mail. They can play the wave file and forward it to other users as appropriate," said Michael Rousseaux, offering manager for collaborative technologies at IBM, in Cambridge, Mass.

From within the Notes client, users can also highlight a name and click to call.

IBM also added integration with Domino's LDAP directory, allowing synchronization of what had been separate directories. It allows users to add, change or delete resources in one place, instead of having to maintain two separate directories. IBM said it intends to add integration with other directories, such as Microsoft's Active Directory, later in 2007.

The integration of IBM's Epic Center call center application with the 3Com IP Telephony software adds inbound call center functions such as intelligent call routing and queue management to the system. The software uses business logic to route calls to the most appropriate call center agent, depending on skills, and it populates that agent's screen with data on the customer such as previous contacts or business history.

The 3Com SDK for System i IP Telephony provides new APIs to allow systems integrators, ISVs and customers to more easily integrate IP telephony into their business applications.

It is a Web-services-based interface that provides access to functions such as initiating a phone call, transferring a call and initiating a conference call "from within a business application," Rousseaux said.

Early users at Roland, which is now installing the System i IP Telephony offering, believe the system will allow them to cut their maintenance costs in half and find better ways to serve their customers, according to David Williams, IT director for Roland, in Los Angeles.

By eliminating maintenance on separate phone systems, Roland will spend 50 percent less on maintenance and make its sales reps more accessible. "We want to change the way we do business in ways that make it better for our customers and consumers," Williams said. "People shouldn't have to hunt down sales reps." And the system may let Roland allow some customer service reps to work from home.

"We think it's a win-win for employees, direct customers and consumers who want to call and talk to a product support person," Williams said.

The System i Integrated Collaboration offering is due in the second quarter. Pricing for Domino and Sametime integration will start at $500 each. The System i IP Telephony Express Edition, which runs the software, starts at $37,900.

Copyright 2007 by Ziff Davis Media, Distributed by United Press International

Explore further: Thanksgiving travel woes? There's an app for that

add to favorites email to friend print save as pdf

Related Stories

Senators get no clear answers on air bag safety

5 hours ago

There were apologies and long-winded explanations, but after nearly four hours of testimony about exploding Takata air bags, senators never got a clear answer to the question most people have: whether or ...

Nicaragua: Studies say canal impact to be minimal

6 hours ago

Officials said Thursday that studies have determined a $40 billion inter-oceanic canal across Nicaragua will have minimal impact on the environment and society, and construction is to begin next month.

Former Brown dean whose group won Nobel Prize dies

6 hours ago

David Greer, a doctor who co-founded a group that won the 1985 Nobel Peace Prize for working to prevent nuclear war and who helped transform the medical school at Brown University, has died. He was 89.

Recommended for you

Thanksgiving travel woes? There's an app for that

10 hours ago

Traveling by plane, train or automobile can be a headache. Mixing in Thanksgiving can make it a throbbing migraine. Technology provides some pain relief in the form of apps to let you know which roads are ...

Singapore moves to regulate taxi booking apps

Nov 21, 2014

Singapore on Friday announced new rules for mobile taxi booking apps, including US-based Uber, in the latest move by governments around the world to regulate the increasingly popular services.

Protecting personal data in the cloud

Nov 20, 2014

IBM today announced it has patented the design for a data privacy engine that can more efficiently and affordably help businesses protect personal data as it is transferred between countries, including across private clouds.

User comments : 0

Please sign in to add a comment. Registration is free, and takes less than a minute. Read more

Click here to reset your password.
Sign in to get notified via email when new comments are made.