Rome Infrastructure Color

IBM TELE-INFRASTRUCTURE
TELECOMMUNICATIONS FUNCTIONALITY REQUIREMENTS

Rolm Briefing

September 30, 1994

INTRODUCTION PURPOSE AND OBJECTIVE

• Review current IBM/Bronner Slosberg Humphrey (BSH) tele-infrastructure assignment
• Describe telecommunications requirements to support proposed tele-utility model for IBM

• Achieve participation by Rolm as a preferred Solution Component provider
– Review telecommunications requirements
– Respond to an RFC/RFI/RFP process
– Participate in the preparation of functional and feasibility specifications

Play a key role in the preparation and execution of high-level telecommunications architectural design
and implementation

BSH/IBM Proprietary—Use Pursuant to Instructions 2
Bronner Slosberg Humphrey

INTRODUCTION
BRIEFING AGENDA

• IBM/BSH Assignment

• Current IBM Tele-Infrastructure

• Proposed IBM Tele-Infrastructure

• Telecommunications Requirements

• Proposed Next Steps


INTRODUCTION
IBM/BSH ATTENDEES

BSH
• Vince Ficcaglia, Vice President, Director Business Process Management, Project Director

• Len Dorrian, Director, Telecommunications

• Richard Lynes, Vice President, Chief Technology Officer
• Wendy Roberts, Director, Electronic Strategy and Services

IBM
• Jim McDuffie, Program Manager, Networking Systems


INTRODUCTION
BSH PROFILE

Direct Marketing agency and Consultancy in Boston; over 400 employees

10 Fortune 500 Clients

Assist clients to maximize the value of their
customer base and the return on their customer
base investments

Bronner Slosberg Humphrey Core Competencies

1. Process Design and Management
2. Investment Strategy Development
3. Direct Marketing Program Design
4. Efficient Execution
5. Continuous Improvement focus


INTRODUCTION
BSH PROFILE

• Steady, organic growth from a base of select client relationships
• Only Ten Clients
– American Express – House of Seagram – The Quaker Oats Co.
Client Relationship Focus – AT&T – IBM – Walt Disney Company
– Federal Express – L.L.Bean
– Fidelity – Mobil
• Scale relationships focused on improving the value of customer base

• Fee for Service Compensation
Investment Objectivity
• Independent

• Focus on building and integrating the core marketing investment management
capabilities
Marketing Investment Mgmt Capability – Investment Strategy – Information Technology – Teleservices
– Research & Analysis – Process Design – Creative
– Database Design/Mgmt. – Infrastructure Optimization – Media

• Emphasis on developing proprietary investment management disciplines
Investment Mgmt Processes and Tools
(e.g., Behavior Optimization Process, Yield Loss Analysis)

Results Orientation • Focus on measurable return on investments

• Emphasis on integration of agency/client executional processes to minimize
Operational Efficiency
combined costs


INTRODUCTION
BSH PROFILE

Strong teleservice competency; over 60 professionals

Teleservices Infrastructure

• Global tele-infrastructure assessment
• Call center design and implementation
• Global


IBM/BSH ASSIGNMENT
CORPORATE MANDATE

In the 4th quarter of 1993, IBM’s Chairman issued a corporate mandate to create a world-wide
customer responsive teleservices capability that is strategically integrated across all divisions in
order to:
• Mitigate current high levels of customer dissatisfaction
• Optimize service delivery to IBM customers

• Leverage the teleservices capability to maximize return on investment

• Increase IBM share of potential customer value
• Deploy the teleservices channel as a strategic competitive advantage


IBM/BSH ASSIGNMENT
JOINT IBM/BSH MANDATE RESPONSE

Working under the executive sponsorship of Abby Kohnstamm, VP Corporate Marketing, a
joint IBM/BSH effort was launched to aggressively


IBM/BSH ASSIGNMENT
MANDATE SCOPE

Comprehensive View of the IBM Tele-
Infrastructure
• All Business Units
• Inbound/Outbound
• Marketing, Sales, Service, and Support
Functions
• 800/900/Main-Line Numbers


IBM/BSH ASSIGNMENT
WORLDWIDE MANAGEMENT COUNCIL REVIEW

In July 1994, a review of the tele-infrastructure assessment was provided to the Worldwide
Management Council at IBM

• Infrastructure Overview

Current State • Competitive Benchmarking
• Gaps and Opportunities

• Key Attributes
Ideal Model
• Infrastructure Architecture

Workplan • Critical Success


CURRENT STATE
SIZE AND COST

The size and cost of the current tele-infrastructure is significant

Infrastructure Dimensions

• At least 153 functional tele-utilities

• Over 1,953 distinct 800 numbers

• 750 million call minutes annually

• Estimated $2.8 - $3.0 billion annual
investment


CURRENT STATE
MULTIPLE LOCATIONS/FUNCTIONAL ORIENTATION

IBM tele-operations have a strong functional orientation and are heavily concentrated in the
Eastern United States

Availability Centers 25
Benefits Centers 18
Canadian Sites 3
CritSit 9
CSO 17
ICC 7
IBM Direct 1
IISC 1
IMI Centers 10
NTSS Access 4
Manufacturing 29
PC Company 5
RICCs 21
Techline 3


CURRENT STATE
ASSESSMENT SCOPE

The site assessment process encompassed all aspects of a call center business environment

Telephony Integrated
Systems Customer
Database

Teleservices
New Communication
Technologies Channels

Business Customer
Operations Access

Capacity Planning/
Call Quality Workforce
Optimization

Scripting/Me
ssaging Training


CURRENT STATE
KEY FINDINGS

• It is difficult for customers to do business with IBM through the current tele-infrastructure

• IBM is operating with an inefficient infrastructure

The lack of basic call center telecommunications functionality has created a barrier between
customers and IBM resources, resulting in extended queue times, increased abandonment


CURRENT STATE
KEY FINDINGS

• Effective disaster recovery and back-up plans are not in place to support customer requirements
in the event of a natural, infrastructure, or operational disaster

Power Failure 35.2%

Power Surge or Spike 10.1%

Storm Damage 9.4%

Fire or Explosion 8.2%

Hardware Error 6.7%

Flood and Water Damage 6.7%

Earthquake 5.5%

Network Outage 3.2%

Human Error 3.2%

HVAC Failure 2.3%

Software Error 1.5%

Employee Sabotage 1.3%

Other* 6.7%


CURRENT STATE
KEY FINDINGS

• Database and systems environments are formidable barriers

Systems/Databases

AWD Gems Retain

Decision
AAS COS TFMS Support
System
Tele- Dealer PC Outlet Prodigy
Customer Locator
Infrastructure
OS/2 CRIS Announce

Market
ADL DMS
JD Edwards Investment
Allocation
IMI ECHO CBR Ex.


CURRENT STATE
KEY FINDINGS

• A strong functional orientation has created barriers against delivering quality customer support

Sales Service

Inbound Outbound

Hardware Software

Lead Generation Sales
and Qualification Closure

Regional National


PROPOSED MODEL

• Infrastructure Overview
• Competitive
Current State
Benchmarking
• Gaps and Opportunities

• Key Attributes
Proposed Model • Infrastructure
Architecture

Workplan • Critical Success


PROPOSED MODEL
KEY ATTRIBUTES

Key Tele-Infrastructure Attributes
• Facilitate customer access to IBM

• Deliver qualified resources to meet customer needs, regardless of location

• Enable information access via transfer across geographic and cross-functional environments
• Capture, retain and leverage customer information

• Provide cross-functional capabilities

• Support consistent and high quality customer service
• Provide international coverage

• Facilitate “high touch” quotient


PROPOSED MODEL
OPERATIONAL FEATURES

Operational Features
• Expedient and effective customer access to the appropriate IBM resources regardless of location

• Multiple means of customer interaction with IBM (e.g., telephone, on-line services, interactive
television, and other interactive tele-based channels)
• Virtual call centers linked by high performance computing and automation processes and high-
speed networking capability
• Complete voice/data/image/video transfer across geographic and cross-functional environments
independent of caller and servicing resource location
• Uniform system of processes interconnected and interoperating across IBM, with attendant lower
costs for back-up
• Processes performed at a discrete center have mirror processes at one or more other centers

• Standardized support levels to ensure consistent and high-quality customer service

• Use of new and emerging technologies to meet customer needs, leveraging the associated lower
cost


PROPOSED MODEL
CUSTOMER INTERACTION

The tele-infrastructure must be flexible enough to support multiple means of customer interaction
with IBM

Customer

Telephone Interactive TV
On-Line

Interactive
Electronic
Environment


PROPOSED MODEL
SOLID FOUNDATION

The proposed infrastructure model requires a solid foundation of telecommunications and
information systems functionality

Phone Fax
On-Line ITV

Communications Networks

Virtual Call
Data Centers
Repository

• The communications network must support network-level call load management and intelligent-
based routing, as well as distribute information and applications across call centers
• The communications network will rely upon a robust, fully-integrated customer database and set
of user applications to identify and support customers and execute real-time voice and data
transfers among call centers


PROPOSED MODEL
VIRTUAL CALL CENTERS

The proposed infrastructure model will support a virtual calling environment

Center D

Center C

Center B

Center A


PROPOSED MODEL
CALL CENTER CAPABILITIES

Call centers within the model will provide a full range of capabilities to support customer
requirements

Team 3
Intelligent
Call Team 2
Routing Team 1

(ACD)

Dialer
Training
Facility

Data
Repository

• Fully integrated ACD and predictive dialers provide efficient inbound and outbound capabilities
• Full computer-telephony integration enables real-time voice/data/video/image transfer of
customer calls and information
• On-site training facilities provide continuous improvement of agent skill sets and customer
support

PROPOSED MODEL
CALL CENTER SUPPORT OPTIONS

Call center support options will enable agents to access a broad range of tools and other
resources to enhance overall productivity
Agents Intelligent Work Station

• Cross-functionally trained • Customer profile/needs
assessment tool
• Defined career path
• Vulnerability model
• Empowered
• Advanced imaging
• Mobile
• Competitive analysis
• Direct measures of quality
• Contact history integration
• Customer focused

Teams Management

• Differential investment • Increased span of control
• Inbound/outbound capability • Focus on coaching/skills
development
• Cross-functional paradigm
• Voice/data monitoring
responsibilities
• Customer satisfaction criteria


PROPOSED MODEL
OPERATIONAL FUNCTIONALITY

The model directly links customers with appropriate functional resources

1 800 IBM-ZZZZ 1 800 IBM-XXXX

Benefits
Customer Support Centers
Center

Transaction
Account IBM Credit
Processing Direct Marketing
Management Corporation
Organization

1 800 IBM-YYYY 1 800 IBM-YYYY

Help Centers CE Dispatch

RISC Enterprise
PC AS/400 PSP Software Etc.
6000 System


PROPOSED MODEL
CRITICAL FACTORS

Successful implementation of the revised tele-infrastructure model is based on several critical
factors
Infrastructure

• Fully linked call centers
• Integrated telephony and information systems
• World-wide coverage with disaster
recovery/interoperability
• Shared customer information

Operationalize

• Standardized processes
• Clear mission and metrics
• Coordinated outsourced telemarketing vendor
contracts
• Requisite MIS
• Fully leveraged technology


CURRENT WORKPLAN

An aggressive workplan has been developed to implement the ideal tele-infrastructure across
North America and begin global roll-out

19 9 4 19 9 5 19 9 6 19 9 7

1Q 2Q 1Q 2Q 3Q 4Q 1Q 2Q 3Q 4Q 1Q 2Q

Define Architecture Build Telecommunications
Requirements and Information Systems Foundation

Complete
Execute Call Center Complete
Infrastructure
Consolidation End-State Integration
Analysis Develop
Migration
Plan
Refine Initiate End-State
Infrastructure Model Site Development

Continue Blocking and
Tackling (Call Center Optimization)

Begin Worldwide Site
Assessment Program


Telecommunications Requirements

TELECOMMUNICATIONS REQUIREMENTS
REQUIREMENTS OVERVIEW

• High level excerpts from the more detailed Statement of Telecommunications Functionality
/Capabilities Requirements document
• First pass living documents


REQUIREMENTS SCOPE

• Includes all core telecommunications capabilities necessary to support a fully integrated tele-
infrastructure
• Excludes requirements for customer database/information systems and systems-based user
applications

Telecommunications

T e le s e r v ic e s

Database Applications


INFRASTRUCTURE ENVIRONMENT OUTLOOK

Develop Infrastructure
I pledge a billion to the flag, of the right
wing government of El Salvador. And to
the death squads for which it stands, one

Smart Cards
nation underfed, indefensible, with M-16’s
and howitzers for all... I pledge a billion
to the flag, of the right wing government of
El Salvador. And to the death squads for
which it stands, one nation underfed,
indefensible, with M-16’s and howitzers for
all...

to Support
Federal, State,
Local Gov’t On-line
Marketing

• Distributed data
sources
PDA
• Customized and
automated treatments
Customers Inventory
Will Interactive TV • Virtual environments
Choose
• Adapts to new
10 Million technologies and
Businesses
communications
Kiosks/ATM
• Multiple Customer
communications Profiles
environments

Screen Phone
IVR
Transactions

Agent
Consumers
93 Million
Households Telephone


SIX KEY CONCEPTS

The tele-infrastructure requirements support six key concepts

Four Integrated


CONCEPT 1 - FOUR INTEGRATED LEVELS

The telecommunications requirements will be serviced at Four Integrated Levels

Each level will respond to requirements driven by other levels

Long distance transmission and service vendors
WAN

IBM facilities and equipment
Site

LAN Data and telecommunications networks at local facilities

Desktop
Capabilities and services at the agent’s direct disposal


CONCEPT 2 - NETWORK CENTRIC VIEW

The Network Centric and Location Centric views are complimentary in nature

Network Centric provides a broad based approach to resource management

Processes, key capabilities and control are managed at the WAN level, extending down to the
various sites, LANs and finally the desktops
Network Centric View Location Centric View

Caller Caller

Network

Call Center Call Center



CONCEPT 3 - CALLER NEEDS BASED RESOURCE MATCH

At the network level, customer calls are routed to appropriate resources based on a three- dimensional
assessment approach

Segmentation and processing are “matched” with resource profiles to execute an optimized system approach

The network level takes an aggregate view of resources and needs to make an knowledge based decision
Network Level
Incoming Call/Interaction Availability

Who ANI, IVR, etc. Level Business Knowledge
Segmentation
& What IVR Type Product Type Resource Profile
Processing Why Data Base Grade Expertise

1 1
2 2
3 3

Optimized
System
Matching

Site, LAN, Desktop


CONCEPT 4 - DISTRIBUTED OPERATIONAL PROCESSES

Various processes are replicated at multiple sites operating as single logical processes

Process standards and resources are consistent and integrated

Operational Processes (OP)

OP1 OP2 OP3 OP4 . . . . . OPn

Site 1 X X X
Site 2 X X X

Site 3 X X X X

Site 4

.

. X X X X

.

.
Site X X X X


CONCEPT 5 - MULTI-MEDIA CONTENT/MULTI-MEDIUM ENVIRONMENT

Today, communications with customers are predominantly single media (voice) and single
medium (telephone)

The tele-utility will increasingly become one of multi-media (integrated voice, video, data and
image) communicated in a multi-medium environment (integrated vehicles of telephone, on-line,
interactive TV, screen phones, smart cards, etc.)

On Line

Telephone IBM
• Voice • Voice
Customer • Video • Video
• Data • Data
Interactive TV
• Image • Image

Screen Phone

Smart Cards


CONCEPT 6 - VIRTUAL SALES/SERVICE TEAM

Leverages the most appropriate resources in crucial steps of every call – instantly and with little
effort

Resources step in quickly, automatically and without barriers of location or function to provide
added value

Location 1
Management Manufacturing
Sales
Technical Support
Customer Marketing
Service

Conference in
appropriate
Location 2
additional Management
Manufacturing
resources Sales
Technical Support
Customer Marketing
Service

Customer
Location 3
Manufacturing
Management
Sales
Technical Support
Customer Marketing
Service

Agent


FIVE REQUIREMENTS CATEGORIES

The requisite telecommunications capability and functionality have been grouped into five
categories, with dependent and enabling relationships both within and across categories

Customer
Segmentation

Systems Customer
Integration Treatment

Management
Networking Process/
Control


CUSTOMER SEGMENTATION CATEGORY

Customer Segmentation

Determines:
• Who a customer is and why a customer is initiating a call

• Based on who a customer is, how a call should be
processed Customer
Segmentation
• When, how, and why the system initiates contact with a
customer

Systems Customer

Management
Networking Process/
Control


CUSTOMER SEGMENTATION REQUIREMENTS

Customer Segmentation

Call Abandonment
Treatment

Call Receipt
Dynamic Call Call Back
Recognition &
Segmentation Treatment
Processing

Proactive
Customer Contact


CUSTOMER TREATMENT CATEGORY

Customer Treatment
• Enables customer service on a call-by-call basis

• Integrates the unique identity of a customer, purpose of contact, current assessment,
and real-time assignment of appropriate system-wide resources
• Presents a single image to the caller
Customer
Segmentation

Systems Customer

Management
Networking Process/
Control


CUSTOMER TREATMENT REQUIREMENTS

Customer Treatment

Logical Skill Sets Remote Access
Customer
Facilities

Real-Time Next “Best” Network Network Signal
Resource Available Managed Point Control ESSD
Assessment Resource Routing Direction

Variable Medium
Communications
Multilingual Enroute Call
Channels
Services Treatment

Call Queueing
Treatment

Borderless boxes indicate
requirements in other groupings

MANAGEMENT PROCESS AND CONTROL CATEGORY

Management Process and Control

The ability to monitor, measure, assess, and allocate system-wide
resources in response to changing conditions and events. This
includes the following:
Customer
Segmentation

Systems Customer

Management
Networking Process/
Control


MANAGEMENT PROCESS AND CONTROL REQUIREMENTS

Management Process and Control

Real-Time System Function Connectivity
Resource Management and Reallocation/
Assessment Control Reconstitution

Monitoring by Network Signal
Automatic Call
Logical Skill Sets Call Trace Operational Point Control
Wrap-Up
Process Direction


NETWORKING CATEGORY

Networking
• Hybrid “Virtual Private Network”

• Incorporates technology to support distributed, workflow, and
collaborative work group computing environments
• Client/Server, On-Line Transaction Processing (OLTP), and Customer
replication strategies must be supported by Network Centric Segmentation
requirements

Systems Customer

Management
Networking Process/
Control


NETWORKING REQUIREMENTS

Distributed Computing Environment

Network System Management

SNMP Agents Network
Multiple User Profile Traffic Routing Auto-matic
Inter and intra For Device Service and Security Compression
Distributed Applications Topology
Mapping
network control Configuration &
Maintenance
MIB
and Load
Balancing
Event
Trouble Ticket
Generation
Kerberos Technologies
Proxy Agents Scheduling

Collaboration Electronic
DCE and Event Computing Document Electronic Forms
Message Transaction Other Management
Remote Directory Service
Procedure Environments Mail Gateways Interchange (EDI) and Interactive Fax
-Queuing Management Distributed and Other X.500
Services Services
Call DSOM-SOM Services Services
Corba X.12 & X.435

PIPES Platform API
Middleware messaging architecture with Network Persistence Support for Compound
embedded OLTP services Complex Data Types (Multimedia)
Message queuing Open Doc
PIPES Platform Message-Based Communication Infrastructure

Networks: TCP/IP, IPX, LU6.2, NetBIOS, Appletalk, DLC
Bandwith on Demand Multiple Platform Frame Relay Data Asynchronous Transfer
SMDS Support Service (FRDS) Mode (ATM)



Networking Requirements

Remote One-Way/Two-
Multimedia
Resource Security Way Media
Conferencing
Connectivity Conversion

Application
Concurrent
Programming Messaging
Mutual Transfer
Interface (API)

Computer
Programmed/Sch
ESSD Telephony
eduled Delivery
Integration


VIRTUAL PRIVATE NETWORK

VIRTUAL PRIVATE NETWORK
COLLAPSED FIBER BACKBONE TOPOLOGY
HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS

INFOPUMP
Server

Mail
EDI Server INFOPUMP Gateway Vendor/Supplier
Database Server OEM’s
Interfaces
Information
Remote Providers
Consumer/ 9.6 - 28.8kbs &
Homeuser Application Content T1 - T3
IVR VAN’S
Server Server

F Video/Voice F
I I
Interactive Server Replication
R R
E Fax Server Server E
W W
A A
L Message L
Fax Apps
L Gateway L
Unified Messaging
Fax Mail
Integrated Voice Mail Voice Apps
and Fax Mail Speech Recognition Apps
Integrated Voice/Fax Response Voice Mail/Auto Attendant
Fax-On-Demand Dial Pulse Environments Voice Response Systems
Remote Database Transactions DTMF Replacement Audiotext Operator Services
Fax Confirmation Hands-free Voice Messaging Telemarketing
T1 - E1 Operator Services Auto Dialers
Fax Store-and-Forward
Fax Broadcast Speed Dialing (i.e. cellular) Telecomputing Servers
Fax Notification Interactive Voice Response Notification Systems
Remote Database Transactions Remote On-Line Database
Transactions

FIRE WALL

Commercial “IT” Corporate Users



Evolving Electronic Environment Applications

Electronic Commerce

Database & Information
Teleservices
Marketing
Communications
Services

Evolving
Interactive Satisfaction
Measurement Electronic
Purchase
Advisory
Telecommunication
Services
Systems Environments
Marketing
Customer Tracking & Services
On-line Services
Usage Metering

Media/
Advertising



Convergence of Network and Applications Electronic Commerce

Database & Information Teleservices
Marketing Communications
Services

Evolving
Interactive Satisfaction
Measurement Electronic
Purchase
Advisory Telecommunication
Services
Systems Environments
Marketing
Customer Tracking & Services On-line Services
Usage Metering
INFOPUMP
Server
Media/
Mail Advertising
EDI Server INFOPUMP Gateway
Database Server
Interfaces
Consumer/ Remote
Homeuser 9.6 - 28.8kbs
Application Content T1 - T3
IVR Vendor/Supplier
Server Server
OEM’s
Information
Providers
F Video/Voice F &
I Interactive Server Replication I VAN’S
R Fax Server Server R
E E

W Message W
A Fax Apps A
Gateway
L L
Unified Messaging
L L
Fax Mail Voice Apps
Integrated Voice Mail Speech Recognition Apps
and Fax Mail Voice Mail/Auto Attendant
Integrated Voice/Fax Dial Pulse Environments Voice Response Systems
Response DTMF Replacement Audiotext Operator
Fax-On-Demand Hands-free Voice Messaging Services
Remote Database Operator Services Telemarketing
Transactions T1 Speed Dialing (i.e. cellular) Auto Dialers
Fax Confirmation T3 Interactive Voice Response Telecomputing Servers
Fax Store-and-Forward Remote Database Notification Systems
Fax Broadcast Transactions Remote On-Line Database
Fax Notification Transactions

FIRE WALL
Commercial “IT” Corporate Users


OSF DCE MODEL

Applications
Electronic forms, Intelligent Call Routing, Resource Scheduling,
Shared Customer Database, CICS & OLTP, X.400, EDI, Mail Exchange Getaways

API’s
Other Distributed Services
PC Integration
DCE–DSOM–SOM–Others Management
Security CTI–Client Agent
Net View
Kerberos • Configuration
Distributed Distributed File Services
Tiger, Taligent, NFS • Trouble Tickets
Key Encryption • EDS
• Authorization
Time Other Fundamental • Lic. Mgt.
• Authentication Naming
Directory/File Services (Future) • Asset Mgt.
• Notification X.500
Synchronization Electronic Commerce • Change Mgt.

MOM (Message Oriented Middleware)
Remote Procedure Call and Presentation Services with TP Monitor
Supports Multiple Protocols
Pipes, MQ (Message–Queueing), Object Request Broke (ORB) APPC

Threads
Sockets

AIX, OS/2, VMS, MVS, UNIX, Windows NT, Netware, Tiger, Taligent
Operation System and Transport Services
SNA, TCP, APPC, IPX, LU/6.2, Others


SYSTEMS INTEGRATION CATEGORY

Systems Integration
• The telecom network supporting the proposed tele-utility
will be composed of various “Solution Components”
• The integration of these systems is required to provide
the total telecom architecture
Customer
• The integration will provide transparent customer access,
Segmentation
uniform agent operation, and seamless systems
functionality

Systems Customer

Management
Networking Process/
Control


SYSTEMS INTEGRATION REQUIREMENTS

Systems Integration Requirements

Variable Site
Concurrent
Termination Messaging
Mutual Transfer
Methodologies

Network Computer Application Distributed
Distributed Telephony Programming Security Client Server
Switching Integration Interface (API) Topology

Remote Access Dynamic Electronic
Medium
Customer Bandwidth Software & Service
Integration
Facilities Capacity Distribution


SYSTEMS INTEGRATION REQUIREMENTS

Computer Telephony Integration
PBX Extension LAN
Telephone
Switch

PBS, or ACD, Telephony Server
or PC-Based
Switch
PBX File Server
Interface Card or
Special Port

Switch File Server
First SCSA Server
Interface Card
SC Bus

OAI Link

PBX Extensions

C.O. Trucks

Computer Telephony
Processing Cards
Telco Central Office

Second SCX Bus
SCSA Server

LAN Database Server


SYSTEMS INTEGRATION ARCHITECTURE

INTEGRATION ARCHITECTURE

Presentation Data Access
Services Services

U s e r In te rface Applications and Development Tools
Files

P rin t/ w
Vie
Application Services
Database
Mu ltim e d ia Tran s action M onitor Wo rkflow M anage r Mail

Communication Services Object Mgmt. Communication Services
C on ve r- R e m ote Me s s agin g Services D ire cto ry S e cu rity
s ation al P roce d u re and O b j ct
e Tran s action
Mo d e l C all Q u e u in g Manage r Tim e
Manage r

Common Transport Semantics

SNA
TCP/IP OSI NETBIOS
APPN
IPX

LAN WAN Channel Emerging

Physical Network


NEXT STEPS
FOUR MAJOR STEPS

To move forward most effectively, we will undertake four major steps which will ensure the
requisite telecommunications foundation to support overall implementation of the proposed IBM
tele-utility. These four steps are scheduled for completion by year end, 1994.

Four Major Steps

Functional High-Level
Feasibility Solution Component
Specification Architecture Design
Assessment Planning Process
Process Process
Process
– Site visit(s) – Answer round 2 RFI/
– Answer RFP – Detailed development
– Answer RFC (Telecom RFP
– Feasibility study plan
Requirements) – Answer build-to – Component specification
– Presentation of present specifications plan
and planned offerings – Detailed integration plan
– Answer RFI – Implementation plan


NEXT STEPS
IMMEDIATE ACTIONS

Immediate Next Steps for Rolm’s consideration:
• Designation of a primary resource leading the Rolm team for this effort

• Meeting(s) of IBM/BSH/Rolm team to review:
– Telecommunications requirements
– Response to RFC
– Current product and service offerings
– Development plans


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