Santral-4. Bolum

Otellerde telefon santralleri (4)

Bilindiği üzere telefon santralleri sadece oteller tarafından değil küçük büyük hemen hemen tüm işletmeler tarafından kullanılan bir teknolojidir. Ancak biz yazılarımızda, otel uygulamalarına yönelik özellikleri işleyeceğiz...


Geçtiğimiz haftalarda başladığımız otel telefon santralleri konusuna devam ediyoruz. Konuyla ilgili bir önceki yazımıza buradan ulaşabilirsiniz.

Bilindiği üzere telefon santralleri sadece oteller tarafından değil küçük büyük hemen hemen tüm işletmeler tarafından kullanılan bir teknolojidir. Çok çeşitli marka ve özelliğe sahip bu ürünler, yüzlerce hatta binlerce özelliği bünyensinde barındırmaktadır. Ancak biz yazılarımızda, otel uygulamalarına yönelik özellikleri işleyeceğiz, tüm sistemin detaylarını incelemek eminim birçok okuyucumuza ilginç gelmeyecektir. Ancak yinede detay sistem özelliklerini incelemek isteyenler için aşağıda EK-1 olarak detaylı santral özelliklerini sıralamaya çalıştım.

Yine özellikle otellerde kullanılan özelliklerle telefon santralleri hakkındaki yazı serimize son veriyoruz.

VOIP Uygulamaları:
Birçok sayısal/IP telefon santralinde VoIP (internet protokolü üzerinden ses) özelliği bulunur. Eğer birden fazla işletmeniz varsa ve bunlar arasında ücretsiz görüşme yapmak istiyorsanız alım aşamasında bu özelliği mutlaka gündeme getirmelisiniz. VoIP donanımının/çözümünün mutlaka sisteme entegre olması şartını arayınız, aksi takdirde ücretlendirme, bazı telefon özelliklerinin kullanılamaması gibi problemlerle karşılaşabilirsiniz. Bunun yanısıra, 3. party gateway cihazlarıyla gerçekleştirilen VoIP uygulamalarında arıza durumunda farklı firmalarla veya iki farklı sistemle uğraşmak durumunda kalabiliriniz.

VoIP uygulamalarındaki bir diğer önemli özellik ise ses paketlerinin sıkıştırma yöntemleridir. İşletmeleriniz arasındaki bangenişliği kısıtlı ise ses paketlerini en çok sıkıştıran/küçülten dolayısıyla daha az bantgenişliği kullanabilmeniz için sistemin birçok sıkıştırma protokolünü desteklemesi gerekir.

İşletmeler arası görüşmelerin yanısıra, bir alternatrif opreratöre de yine IP kartlar üzerinden bağlanabilirsiniz. PBX sistemini sağlayan firmaya operatör sistemleri ile karşılıklı uyumluluk ve SIP desteğini de sorunuz.

Yönetim ve Ücretlendirme:
Otelinizin farklı ücretlenirme talepleri olabilir. Hangi telefon görüşmelerinin (iç/dış aramalar, şehiriçi, şehirdışı, milletlerarası, GSM, VoIP) ücretlendirilmesini ve bunların raporlarını hangi formatta (oda, departman, maliyet merkezi, vs..) istediğinizi ve bu formatta rapor sunulup sunulamayacağını sorgulamanız gerekmektedir.

Sistemin kolay ve etkin yönetilebilirliği de işletme maliyetleri ve işgücü açılarından önemlidir. Alacağınız sistemin mutlaka güçlü ve esnek yönetim, arıza müdahale, değişiklik yapma, alarmları izleme gibi fonksiyonlara sahip olduğundan emin olmalısınız. Bunlardan feragat ederseniz operasyon sırasında problem yaşarsınız. Elden geldiğince sistemle entegre çalışan yazılımları satın almaya dikkat ediniz.

Bakım ve destek hizmetleri:
Sisteminiz alırken her zaman vurguladığımız üzere işletme maliyetlerini ve kolaylığını da dikkate alınız. Mutlaka ve mutlaka sistemim başlangıç yatırım maliyetlerinin yanısıra işletme maliyetlerini de sorgulayınız. Sistemdeki kartların birim fiyatları nedir, yedek parça (özellikle telefon setlerinin) birim fiyatlarl ne kadardır. Ve en önemlisi garanti süresi bittiğinde parça dahil ve hariç bakım maliyetleri nelerdir öğrenin ve sözleşmenize ekleyin. Satın alımı yapmadan önce sistemin maliyeti ve garanti sonrası bakım maliyetlerini de bir tabloya yereştirip en az beş senelik sahip olma maliyetlerinizi netleştirdikten sonra kararınızı veriniz. Yatırım maliyeti az olan bir sistemin eğer bakım maliyetleri fazlaysa uzun vadede zararlı çıkabilirsiniz.

Sisteminizin uzaktan bağlantı ve remote teknik destek sistenmlerine sahip olduğundan emin olunuz. Bu tür sistemler yoksa arıza giderme süreleriniz çok uzayacak ve işletimde problemler yaşayacaksınız.

Konu hakkında sorularınız olursa, lütfen mustafa@hotel-hightech.com adresine email yollayınız, memnuniyetle yardımcı olmaya çalışırım.

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EK-1: Telefon Santrallerindeki Detay Özellikler

IP Services
G.711 voice coding
G.723.1 & G729a compression algorithm
H.323 compliant
SNMP agent (MIB2)
DHCP client
10/100 switch function (allows PC to be attached to phone)
QoS: RTCP monitoring IEEE 802.1p/Q, ToS, DiffServ
Power AC or 802.3af
SIP gateway and H.323 internal Gatekeeper services
Integrated in optimized hardware or appliance server
Third party SIP phones and any H.323 devices
SIP Proxy and SIP Client registration using embedded URL
H.323 Gateway registration and translation of E.164 into IP

Telephony enabled PC
Incoming/outgoing call management
Personal and group phonebook
Universal call-by-name by automatic directories overflow
Directory pop-up
Call log (history call files)
Visual mailbox
Multi-line mode
Manager/assistant
PWT compliant
Soft keys
Call planning
Call related notes
Groupware services
NetMeeting compliant
TAPI, MAPI, DDE, OLE.com, LDAP
Inter-working with Lotus Notes & M/S Outlook
Telephony API v1.0

Telephones advanced services (IP, Wireless, Analog, or Digital)
Absence message
Adjustable handset volume
Call-by-name: internal and external user
Centralized directory, spelling and syntax adjustment
Call-by-name can be used in all communication contexts
(direct call, inquiry, and more)
Caller name display
Conditional/unconditional differentiated forwarding of multiple directory numbers
Contextual voice prompts
Fixed function keys
Hands-free
Headset capability
Help key
Individual customization
Informative icons
Interactive guidance with soft keys
Language synchronization: display, voice prompts, and voice mail
Loudspeaker announcement
Multi-line: multi-appearance and multi-numbers
Multilingual (user choice)
Macro commands
Message waiting indication
Mini-text messages
Personal password for consultation of non-reply personal calls log
Programmable function key
Supervision of user/trunk/bundle

ISDN services
Calling line identification presentation/restriction (CLIP/CLIR)
Digit-by-digit dialing mode
End block dialing (digit correction possible)
ISDN identification (CLIP) converted into name
ISDN mini-text messages (carrier dependent)
Malicious call identification
Storage of unanswered calls with date, time, and callback
Sub-addressing

Manager-assistant team
Access to manager's voice message headers from
assistant's telephone
Filtering scenario allocation to designated assistant
Flexible configuration: multiple manager/assistant team
Forwarding of private line
Immediate forwarding of manager telephone to assistant
activated by manager or assistant
Manager-assistant specific on-line text-messaging
Manager discreet listening (on filtered lines only)
Overflow assistant in case of main assistant absence
Private lines
Main assistant absence notification and overflow assistant
Selective filtering (scenarios)

Teamwork configuration
Common/exclusive hold
Group call pick-up
Hunting groups
Log-on, log-off
Manageable ring indicator
Manageable waiting queue

Standard telephone features
Speed dialing
Account code charging
Appointment reminder
Associate (definition, modification by user)
Automatic call-back on busy trunk/bundle/network link
Automatic call-back on free/busy extension
Broker's call
Call forwarding unconditional on busy/no reply to extension, hunting group, voice mail, operator, paging, etc.
Call pick-up
Call waiting indication
Calling line identification restriction for internal calls
Camp on busy telephone/hunting group/voice mail
Conditional external forwarding (busy or no reply)
Waiting call
Controlled private call by PIN code and password
Distinctive ringing according to hierarchical levels
Do not disturb
General night service
Hunting group (fix head, cyclic, longest idle time, parallel)
Immediate forwarding
Individual hold
Individual directory
Internal/external music on hold
Internal/external inquiry call
Last internal/external number redial
Local and external call
Moving service
Multi-line selective forwarding
Multiple conference call
Multiple call protection

Multi-tenant services:
Speed dialing numbers per entity
Calling line identification
Integrated auto attendant services per entity
Presentation (CLIP) per entity
Greeting message per entity
Music on hold per entity
Night service per entity
Over dialing
Personal code modification
Priority call
Store and redial external number
Substitution
Three-party conference
Transfer in conversation on free/busy telephone
29 party meet me conference
Voice prompts on/off per telephone
Voice message deposit on forwarded telephone
Waiting call consultation

Wireless services
Caller's name display
Dial by name
Encrypted communications
Hand-over
ISDN services
Mini-text messages
Multi-line
Range of gain antenna
Roaming
Voice mail notification/consultation

Optimized radio base station
Optimized radio base station
Six simultaneous communications
Inline powered
Paging
Internal and external calls transferred to pager
On selection
Immediate forward
No reply or busy
Paging by prefix or suffixquity services
Integration of public cellular phone

One number concept, forward call on caller choice:
Voice mail
Cellular phone
Attendant/assistant

Remote access secured by CLIP, access to:
Call by name
Office set management
Attendant station
Abbreviated dialing
Activation/deactivation of DND
Add-on module
Alarm indication
Attendant groups
Automatic answer
Attendant specialization options (individual or group)
Busy lamp field
Call-by-name in all communication situations
Call charge request (carrier dependent)
Centralized or distributed attendant in network
Call queuing with indication
Call routing depending on class of traffic, DID,
company, or called service (entity)
Call waiting with indication
Called party resources
Call pick-up
Charging recall service (carrier dependent)
Chained call
Choice of system status
Conference
Creation, cancellation, and modification of abbreviated number with name
Creation, cancellation, and modification of subscribers (name, rights, and more)
Discrete call offer
Discrete call offer by mini-text messages on busy/free
Reflexes telephone
DTMF over dialing
Large busy lamp field
Flexible attendant routing time out overflow based on caller waiting time
Headset capability
Hold individual or multiple
Create/delete of directory items
Internal call name/number displayed
ISDN VIP monitoring
Last number redial
Line reservation
Malicious call identification
Manual reservation mode
Mini-text messages
Multi-tenant services
Override on directory number
Paging
Password
Personal call
Priority call (internal/external)
Receipt and read charging units and costs (carrier
dependent)
Record on line on associated entity
Status of calls routed to operator
Store and number redial
Synchronized multi-node routing (entity)
Time and date displayed
Transfer with/without announcement
Trunk allotting with barring
VIP telephone monitoring

Integrated greeting
Integrated automated attendant
Personal automated assistant with context-sensitive greeting
Synchronized greeting message

Voice and fax mail
Automated attendant
Call transfer
Direct reply on receipt message
Extended recording, and playback control function
Fax broadcast, on demand, overflow, store, and forward
General distribution lists
Greeting message according to user status
Immediate or supervised transfers
Message acknowledgment
Message attributes: urgent, normal, private
Message notification via light, display, dialing tone, voice prompt, outgoing
Multi-language
Multi-user password
Networking protocols: Octelnet and Amis
Private distribution lists
Record on line
Shared mail box: home, guest, and assistant mailbox
User-friendly interface on Reflexes telephones via soft keys or via PC-client visual messenger
Voice message attached to a fax
Voice and DTMF forms
Web access to voice and fax messages
Embedded software based voice mail for small/medium sites (branch autonomy)

Automatic call distribution (ACD)ic call distribution (ACD)
Active matrix call distribution
Call flow based on pilot
Skill and cost based distribution
Conditional pilot overflow on voice mail
Look ahead call routing
Pilot forwarding to other pilot
Pilot routing to waiting queue according to priority
Routing time schedule
Types of queues: waiting, help, and dissuasion
Virtual pilot
Intelligent routing
Outbound call management
Direct agent call management
Remaining wait time announcement

Voice guidance
External voices guides
Synchronized internal voices guides
Storage from audio station or Reflexes telephone

Agent features
Administrative withdrawal
Agent break
Agent direct call with statistics
Agent can belong to different groups
Call recording
CCA applications: Reflexes telephone on toolbar providing personal statistics
Group selection: fix head, cyclic, longest idle time
Free sitting agent position
Help supervisor
Home agent with analog telephone or Reflexes telephone
Log-on/log-off
Open or close pilot from agent position
Personal call barring
Suspension of group waiting queues
Transaction code
Wrap-up (automatic or manual)

Supervision and statistics
Alarm handling
Call level information
Customizable alarms
Customizable reports
Detailed communication reports
Reports based on communication events
Discrete call listening for supervisor
Excel based statistics and reporting
Export of communication reports (ASCII files)
Free sitting supervisor position
Full Windows user interface
Native Windows management look and feel
Predefined reports
Real-time service level per pilot
Real-time statistics
Statistics compilation and archive (FTP)
Wallboard display control

Network configuration
Line, star, meshed configuration
Multi vendor networking: QSIG BC, GF, and supplementary services (SS)

Built-in compression engine
Compression algorithm G 723.1/G729.A
Compression rate 6.4 Kbps/8 Kbps
G3 fax supported
End-to-end compression/decompression
Pooled IP/FR compression resources
Multiple direction per compression board

Voice over IP
Compression algorithm: G 723.1, G729.A
Compression rate 6.4 Kbps/8 Kbps
G711 supported
G3 fax supported
Media gateway over IP support
Ethernet connectivity
H.323 v2 (e.g., third party trunks)
New call routing in case of QoS or network failure

Voice over frame relay
Compression algorithm: G723.1, G729.A
Compression rate: 6.4 Kbps/8 Kbps
G3 fax supported
Interface Internet X24/V11 or V36
New call routing in case of network failure

Voice over ATM
ATM adaptation layer AAL1
Compliant with integrated compression engine
Interface ATM OC-3 155 Mbps
Eight directions per interface
Unstructured mode service (CES 1.0)
UNI 3.1
Dynamic virtual leased line
Six conversations on 64 Kbps B channel
Five conversations on 56 Kbps B channel
Adaptive routing
Break-in/out
Break-in via secured DISA
Data re-routing
Forced on net

Automatic route selection (ARS/LCR)
ARS server centralized or distributed
ARS time dependant
Access to alternative route
Voice prompts
Multiple carrier access - direct or indirect
Multi-tenant
Cost limit barring per user
Overflow if leased line failure or saturation according to user rights
Transfer, forwarding with route optimization
Voice/data differentiation

Private networking features
Automatic call-back on busy private link
Broker's call
Call-back on busy or free extensions
Call deflection
Call forwarding
Call intrusion
Call offer
Call waiting indication
Camp on
Centralized/distributed attendant groups
Data communication

Network wide mobility
Roaming
Guest services
Distinctive ringing
Do not disturb
DTMF
Inquiry call
Flexible numbering plan
Hold
Hunting groups
Intrusion
ISDN services
Large busy lamp field
Mini text messages
Number and name identification
Associate telephone
Priority calls
Remote forwarding
Substitution
Supervision
Manager/assistant team
Three-party conference
Transfer (with route optimization)
Transit
Voice mail services
Unified messaging services
Centralized or distributed management from external applications
Topology map
Configuration
Alarm management
Call accounting
Directory
Traffic analysis
Security
Graphical user interface
Remote management
Alarm domains and alarm centralization
Audit mechanism
Broadcast of configuration data
Remote maintenance access
Remote software downloading
CDRs with VPN and LCR services

Security
Internal toll fraud protection
PIN code for business calls
PIN code for personal calls with/without call barring
Transfer/forwarding barring categories

DISA protection
Password control and access blocked after several wrong attempts
Alarm generated in case of wrong attempt
Automatic substitution on CLIP
Strong authentication via secured ID
Controlled access to the database
Protection by password Identification of a management platform by name and password
Management operations history file
Remote management access controlled by CLIP (ISDN)
Call-back procedure (PSTN)

Internet/intranet access protection
Trusted host: IP address control
TCP wrapper: secured exchange control

Management
Centralized or distributed management via Windows NT application
Client-server architecture (Windows 95/98/NT client)
Web-based management for full access
Embedded "expert tool" in new optimized hardware via browser

Move, add, and change
Unified graphical interface
Profiles for creation/modification
Import/export from text files
Moveable software licenses across nodes

Faults and alarms
Alarms filtering
Alarm list with colors according to severity
Alarm display on topology maps

Call accounting
Organization map
Time-based cost calculation
Carrier cost simulation
Predefined/customizable graphical reports

Reporting services
Multiple report formats (csv, html)
Reports distribution by e-mail

Performance
Traffic analysis per: trunk, bundle, attendant/attendant group, on-site wireless installation DDI number

Convergence with HP OpenView
Topology map
SNMP traps Access from topology maps

Vertical applications - Hotel/hospital services
All types of phones: analog, Reflexes, wireless
Check-in/check-out individual or group
Pre check-in/partial check-out
Cyclic DDI
Multi occupant room
Room allocation from the telephone
Do not disturb
Guest/patient personal code
Internal call barring
DDI call barring according to time schedule
Wake-up service (up to four wake-up calls per room)

Room service
VIP
Guest number or name
Called service identification
Guest language

Room status
Multi-language voice prompts (eight simultaneous languages)

Room directory
Call by name
Prepayment (deposit)
Flexible suites
Hotel/hospital link
Secret identity for calls between rooms
Public booth
Guest personal identification number
Manual CDR creation
Mini-bar
Billing

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