Nortel Networks BCM50 2.0 manual Multimedia Contact Center

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System Overview Chapter 2 43

additional voice mail prompt languages including, Polish, Irish English, Finnish, Korean and Turkish

Contact Center

Contact Center (CC) is an evolution of the existing Call Center capability on BCM. Contact Center has the same functionality as the current Professional Call Center with the ability to choose exactly the number of agents and skillsets that a customer or customer site requires. This provides the following values with CC:

Provides maximum flexibility in granularity.

Any combination of Agents and Skillsets within boundaries of platform. This combination eliminates any confusion of features between Basic and Professional. Channel partners and customers do not have to worry about what functionality is contained with what product.

Contact Center with Professional Contact Center level of functionality.

Simplifies product offering

Contact Center, x Skillsets, x Agents, RCC

Eliminates Basic, Pro, and upgrade between the two

Increases market potential.

Customers that require more Skillsets than agents

Example: Real Estate — 3 receptionists (3 agents) answering for 20 real estate agents (20 skillsets)

Big-box retail — 3 receptionists (3 agents) answering for 12 departments (12 skillsets).

Optional components include:

x Agents (keycodes offer granular selection of the number of desired agents)

x Skillsets (keycodes offer granular selection of the number of desired skillsets)

Reporting for CC

Multimedia CC

For more information, see the Contact Center Set Up and Operation Guide.

Multimedia Contact Center

Using the Multimedia Contact Center application, agents and callers can participate in multimedia calls that include:

speaking over a Public Switched Telephone Network (PSTN) voice connection

text chatting

exchanging and viewing Web pages

viewing screen captures (sent by an agent to the caller)

Multimedia Contact Center supports two call types:

System Overview

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Contents System Overview Trademarks Copyright 2005-2006 Nortel Networks, All Rights ReservedContents Index Acronym Description About this guideAudience AcronymsGasi Related publications Getting Help over the phone from a Nortel Solutions CenterGetting Help from the Nortel Web site Getting Help through a Nortel distributor or reseller System Overview BCM50 main unit BCM50 hardwareAdditional BCM50 hardware BCM50 physical dimensions BCM50 physical interfaces Telephony featuresCommon features and capabilities IP telephony featuresBCM50e and BCM50a BCM systems with integrated routers Security Services IP ServicesRouter BCM50a BCM50eCommon features and capabilities BCM50ba BCM50bBCM50be BCM50 Expansion unit BCM50 expansion unit and media bay modulesSmall System Wallmount Bracket Mounting kitsSmall System Rackmount Shelf BCM50 new features WAN failover BRI versionR2MFC MBM support EU compliant routers M222/252 firmwareIsdn BRI dial-up support Software upgradeNCM support for BCM50 Next generation IP phones Gati localizationAnalog Direct Inward Dial Adid MBM 8x16 MBMProactive Voice Quality Monitoring BCM50 capabilities aligned with BCMSession Initiated Protocol SIP enhancements Ad-Hoc conferencingSecurity enhancements User account access managementSecure interface and audit logging IP audio conference phone Terminal and mobility supportI24 KEM IP Key Expansion ModuleRegion TrunksField replaceable units FRU Field upgradesSupport, security and servicing Client operating system supportBCM50 management Ease of installationStartup profile On-box and device manageability features Remote management accessibilityLog management Set-based administrationBusiness Element Manager Business Element Manager interface Business Element Manager administration interfaceKeycodes Software updatesBCM50 applications Network Configuration Manager NCMMailbox Manager My Mailbox Features included with Mailbox ManagerOff Premise Notification OPN CallPilot Fax SettingFax Features included with CallPilotCallPilot options Message networkingUnified messaging CallPilot/Voicemail EnhancementsMultimedia Contact Center Contact CenterCall Detail Recording Local Area Network Computer Telephony EnginePersonal call manager Hardware BCM compatibility matrixComponent BCM50b BCM50a/ba BCM50e/be FeatureBCM50e BCM50a IP Trunks 711-729-72 Codecs Data Services WirelessIndex Pvqm Index System Overview Index NN40020-200
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BCM50 2.0 specifications

Nortel Networks BCM50 2.0 is a versatile and compact communication solution designed for small to mid-sized businesses. It delivers a mixture of traditional and digital telephony capabilities combined with advanced data technologies. This unified platform enables seamless communication, enhancing productivity while ensuring cost-effectiveness.

One of the standout features of the BCM50 is its robust call handling capabilities. With support for up to 50 users, it can efficiently manage calls and provide features such as voicemail, automated attendants, and call routing. This not only simplifies daily operations but also improves customer service by reducing wait times and enhancing call quality.

Incorporating Voice over IP (VoIP) technology, the BCM50 allows businesses to leverage the internet for voice communications. This not only decreases communication costs but also enables scalability, as adding new users and services can be done with minimal physical infrastructure changes. The built-in IP telephony ensures high-quality voice performance and reliability.

The system's diverse connectivity options are another highlight. It supports both traditional telephone lines and modern SIP trunking services. This flexibility allows businesses to choose the best communication channels, maximizing efficiency and minimizing overhead expenses. The BCM50 also offers integrated telephony features, ensuring that businesses can seamlessly transition between different modes of communication without any disruption.

Nortel's BCM50 comes pre-loaded with a variety of applications for collaboration and productivity enhancement. Features like conferencing, presence management, and mobile integration cater to the needs of today’s dynamic work environments. These applications not only foster collaboration among employees but also facilitate remote work, making it easier for teams to stay connected no matter their location.

The BCM50 is equipped with user-friendly interfaces that streamline configuration and management. Administrators can easily manage voicemail, user settings, and system configurations through an intuitive web portal. This accessibility reduces the burden on IT resources, allowing businesses to focus on core operations rather than technical support.

Durability and security are also critical characteristics of the BCM50. Built on Nortel's reliable platform, this communication system ensures a high level of performance even in challenging conditions. Additionally, security features like encryption and secure access protocols safeguard sensitive business communications, making the BCM50 a trusted choice for organizations prioritizing data protection.

In summary, Nortel Networks BCM50 2.0 stands out as a comprehensive communication solution for small to mid-sized businesses. Its combination of traditional and VoIP technologies, flexible connectivity options, user-friendly management, and strong security measures make it an ideal choice for organizations looking to enhance their communication capabilities. Whether for improving customer service or optimizing internal collaboration, the BCM50 provides the tools businesses need to thrive in a competitive landscape.