Portfolio Overview Flexible, reliable, and scalable – Delivering powerful solutions to small and medium businesses Nortel Networks Norstar Integrated Communications Systems Portfolio
Flexible, reliable, and scalable –Delivering powerful solutionsto small and medium businesses
Nortel NetworksNorstar Integrated
Communications Systems Portfolio
Whether you are a standalone business office, multi-sitebusiness, franchise, branch office, or department within a larger organization, your business relies on your phonesystem to perform every time you pick up the receiver or press a key. You need a simple-to-use telephone systemwith practical, scalable features that does not requirecostly end-user training to be effective. You need a cost-effective system to fit your budget today, with the capacityand scalable applications to secure that competitive edge asyou grow. Norstar* Integrated Communications Systemsoffer end-to-end solutions to small and medium-sizedbusinesses and branch offices to enable you to focus onyour bottom line—your business.
support your business goals so that you can focus on
your business, not your network.
Norstar Integrated CommunicationsSystems: Providing superior reliabilityfor your communicationsEvery Norstar solution begins with anIntegrated Communications System(ICS). This fully digital platform bringstogether all your communications—voicemail, e-mail, computer, and telephone—right at your desktop. The communicationneeds and size of your business will helpdetermine the best system for yourcompany. Whatever system you choose,every Norstar ICS offers these importantadvantages:
• High bandwidth to the desktop lets you use applications like ISDN andComputer Telephony Integration(CTI) without changing your existingwiring.
• VoIP Telephony enables trunk-side IPconnectivity for Norstar by providingmulti-site companies with direct inter-office voice and fax traffic over an IP network.
• Modular, scalable design lets you choosethe system that fits your needs today,while planning for the future.
• Digital technology creates a platform forcurrent and future PC-based applications.
• Outstanding quality makes Norstar oneof the most durable and reliable voicesolutions available, delivering one ofthe lowest failure rates in the industry.For example, the compact ICS has atested mean time between failure(MTBF) rate of 100 years.
Norstar 3x8 Integrated Communications
Simple, yet sophisticated, this unit wasdesigned specifically for small businessesand supports:
• Up to 3 CO lines and 8 telephoneextensions
• Voice mail, automated attendant, andtelephone support
• All Business Series Terminals, includingfully-featured digital functions withLCD and soft keys
Norstar Compact Integrated
Communications System (ICS)
A flexible building-block design expandswith your business easily and cost effectively:
• Grows from a 4x8 to an 8x24 capacity
• Supports voice mail, unified messag-ing, automated attendant, telephones,basic call center, and CTI
• Allows you to easily add enhancementsas your business needs change
• Supports all Business Series Terminals
• Supports Norstar VoIP Gateway for IP Telephony
Norstar Modular Integrated
Communications System (ICS)
Designed to be both flexible and scalable,there is ample room to expand the soft-ware and hardware capacity of theNorstar Modular ICS supporting:
• Up to 248 ports in various configurations
• Advanced integrated applications:voice messaging, unified messaging,digital networking, and enhanced call centers
• Software and system expansionmodules that let you grow as yourbusiness needs change
• All Business Series Terminals
• Supports Norstar VoIP Gateway for IP Telephony
Practical solutions meet your needs today and give your business room to grow.
Figure 1: Norstar IntegratedCommunications Systemsoffer practical solutions.Models from left to right are the Norstar Compact ICS,Norstar 3x8, and the NorstarModular ICS.
Figure 2: Four desktop Business Series Terminalscome in both platinum and charcoalcolor options. Models from left to rightare T7316E, T7100, T24, T7208, and theT7406 Cordless, which is available incharcoal. For niche applications, theaudio conference unit and door phonecan be added as simply as any digitalterminal.
Business Series Terminals: Helping toincrease your business productivity
To end users, the telephones are the system. Your telephone is the mostcritical interface to your business productivity. Internal communica-tions, customer services, and business-to-business activities—they areyour lifeline to business communications. Nortel Networks understandsthat the user’s perception of the telephone and the manner in which itdelivers services are the benchmark by which a voice system is measured(see Figure 3). Norstar offers a wide range of user-friendly Business SeriesTerminals, to fit any need in your business (see Figure 2)—from the frontdesk to the conference room, and anywhere in between.
Simple,efficient tools drive increased productivity.
Message Waiting Indicator (MWI)/Visual Ringing Lamp (VRL) – AllT7100, T7208, and T7316E telephonesare complete with an intelligent red LEDto keep you aware of incoming messageswith a single glance. Four unique patternsinclude: fast flash—phone is ringing, onanother call, or you’re away from yourdesk; slow flash—call on hold; solidpattern—message waiting; blank—phone is idle.
Call Log – You can easily find out exactlywho has called while you were away fromyour desk. The Call Log leverages CallingLine Identification (CLID) services to showa record of incoming call information—including date and time of calls as well asnumber of repeated attempts. Also availableon the T7100, T7208, T7316E, and T7406.
Soft Keys – Communications are further simplified by three soft keys onthe T7316E that let you select the appro-priate action with just one touch of akey—without the need to remembercumbersome commands.
Feature Button – Just press this buttonto quickly program or use one of themany features on the Norstar and NortelNetworks Business CommunicationsManager (an integrated voice and datasolution) voice platforms.
Release Button – No need to lift andreplace the handset to hang up after ahands-free call—just press the Releasebutton.
Built-in Speaker – High-quality audioenables hands-free conversation, back-ground music, group listening, andpaging announcements. A crisp speakersaves your neck and ear during long callsand avoids any conversation distortion.
Mute Button – You can use the Mutebutton to listen without being heard.
LCD Window – The Business SeriesTerminals have an LCD display thatwalks you through Norstar and BusinessCommunications Manager features step-by-step so you can easily transfer calls,establish conference calls, respond tomessages, and leverage network and appli-cation services. The LCD display willidentify the person calling before youanswer if you subscribe to CLID servicesfrom your voice services provider. TheLCD display allows you easy access toadvanced applications—such as VoiceMail, Fax Messaging, and Dial-by-Name—without the need for studyinginstruction manuals. And to makeviewing even easier, the T7100, T7208,and T7316E telephones feature fullyadjustable tilt LCD windows.
Memory Buttons – Need quick accessto the numbers of your most importantcustomers? You can easily programfrequently used numbers for one-touchdialing. You can also program the memorybuttons for quick access to system featuresor network services. The choice is yours—customize the phone for the way you work.
Volume Control Bar – You can easilyand quickly adjust the ringer, handset,headset, or speaker volume by merelytapping the volume control bar to accom-modate soft-spoken customers or to hearan important incoming call when youstep away from your desk.
Integrated Busy Lamp Field/DirectStation Select (BLF/DSS) – TheT7316E provides integrated BLF/DSScapability for one-button access to anycombination of features, internal auto-dials, and external autodials. You caneasily customize each phone to meet theneeds of each user. For example, if youmeet frequently with customers in youroffice, you can program a button for “DoNot Disturb” and avoid interruptions bymerely pressing a button.
Hold – A simple touch of a button placescallers on hold—with tones or music to assure them that they have not beendisconnected. External calls on hold playperiodic reminder tones, and ExclusiveHold—available as a simple feature code—prevents co-workers from inadvertentlypicking up your call from their sets.
Hands-free Button – With one-touch,handsfree operation, you can place oranswer calls without picking up thehandset.
T7316E + T24 Central AnsweringPosition – The T24 Key IndicatorModule (KIM) is a 24-button modulethat attaches directly to the T7316E;together they form the Business SeriesTerminal (BST) Central AnsweringPosition (CAP). This modular approach is extremely flexible and allows for easyconfiguration and expansion. Once inplace, the BST CAP transforms the paceand efficiency of business by centralizingand efficiently distributing calls. Typicalusers include contact center supervisors,office administrators, and centralanswering positions.
Figure 3: The Business Series Terminals come with a long list of standard features. The model shown is Business Series Terminal T7316E.
Integrated applications: Building power to increase your competitive advantage
With scalable integrated applications, you and your employees can getmore work done in less time by managing all communications from onelocation, and you can save money on long-distance charges by usingyour own network for voice and fax messaging. You will quickly noticethe increased productivity, and your customers will notice the increasedresponsiveness, too.
CallPilot 100/150 Desktop Messaging
Deliver voice and e-mail messages to yourcomputer screen so you can manage all yourcommunications from one location. TheCallPilot 150 messaging system deliversadvanced messaging applications to businesses with 32 to 300 users, while theCallPilot 100 addresses the messaging needsof businesses with 10 to 40 mailbox users.
Norstar Digital Networking
Take advantage of the LAN/WAN yourbusiness already has in place—supportingVoice Profile for Internet Mail (VPIM)makes it easier for remote messagingsystems to work together—even if theyare from different manufacturers. DigitalNetworking lets you send voice mailmessages as data over your data networkrather than the telephone network—reducing long-distance charges. It alsoreduces network usage by letting you senda single message simultaneously to morethan one recipient.
Computer Telephony Integration (CTI)
Bring the power of your most-used busi-ness tools together—your computer andyour telephone—so you can manage allyour communications right from yourdesktop. You can get, use, move, andaccess information faster than ever before.
CTI is changing the way business worksby significantly reducing repetitive tasksso your employees will work smarter,while reducing 800/888 line charges byhandling customer calls more quickly.
• Screen Pops give you instant access to customer information onyour computer before youanswer the call.
• Calling Line ID is a powerfulfeature when combined with instantaccess to customer information andadvanced call routing capabilities.Customer service representatives canadd new information and send thiscustomer data along with the call when it’s necessary to transfer it to a specialist for further assistance.
• Call Routing efficiently routes customercalls—based on the time of day,departmental activity, or your owncriteria—for faster service, fewer callstransferred, and happier customers.
Norstar Private Networking
Now small to medium-sized businessoffices can cost-effectively deliver theadvantages of shared applications tobranch and remote offices, while provid-ing seamless access to applications fromthe server at the main office, withouthaving to purchase external systems.
For example, you can set up a centralizedvoice mail attendant at the main officethat can forward messages and callsbetween the branch offices and the mainsite via a shared applications server. This iscompletely transparent to your customers,who won’t know if they are talking with a branch office or the headquarters loca-tion. You will save money because youwill not have to purchase external systemsand your network management will besimplified. Norstar-to-Meridian 1* andNorstar-to-Norstar Private Networking
is available on the Norstar ModularICS 6.1 release, as is support for
Norstar-to-Norstar andNorstar-to-Meridiansystems via PRI links
to the single sites.
Norstar VoIP Gateway
Norstar VoIP Gateway enables trunk-sideIP connectivity for Norstar by providingmulti-site companies with direct inter-office voice and fax traffic over an IPnetwork. It also provides interoper-ability with other Norstar systems andother Nortel Networks IP Telephony solu-tions, such as Business CommunicationsManager, Succession* 1000M, andSuccession 1000. And, because theNorstar VoIP Gateway is interoperablewith other Nortel systems, you have a solu-tion that enables seamless interworking.
The Norstar VoIP Gateway provides acost-effective IP enablement for currentNorstar customers and is fully compatiblewith software releases of MICS and CICSNorstar systems.
Figure 4:Norstar IntegratedCommunications Systemsprovide complete, integratedcommunications solutions topower businesses worldwide.
The VoIP Gateway supports quality voice,through QoS, voice compression, echocancellation, and buffers. It also supportscommon dialing plan and trunk CLIDbetween Nortel Networks solution sites(Norstar, Business CommunicationsManager, Succession 1000M, andSuccession 1000).
Call centersCustomers appreciate reaching the appro-priate person quickly to address theirneeds, and customer call retention iscrucial to your company’s success. Norstarmakes call center capabilities realistic and cost-effective.
Norstar Prelude Automatic
Call Distribution (ACD)
Norstar Prelude ACD, which issupported by Norstar Modular ICS, is
designed for businesses with as many as15 active telephone service representa-tives and from 5 to 30 incoming tele-phone lines. To help improve how yourbusiness handles inbound calls, thisversatile application offers:
• Digital voice announcements played to callers on hold
• Call overflow and other advanced callrouting features
• 17 in-depth management reports onagent, group, and system performance
• “Longest idle” call distribution
• Real-time group and system statusdisplays
When your business grows beyond the capacity of Norstar Prelude ACD, upgrading to the Norstar Cinphony ACD is a quick and easy installation of new software.
Norstar Cinphony Automatic Call
Norstar Cinphony ACD, which issupported by Norstar Modular ICS, offers additional capacity and supervisorfunctions to meet the needs of growingbusinesses. Cinphony ACD is availablewith two different capacity levels: Level Isupports up to 30 active representativesand 80 phone lines; Level II supports up to 80 active representatives and 120 phonelines. In addition to all of the features ofPrelude, Cinphony provides an impressivearray of powerful call center capabilities,including:
• Intelligent call routing
• Priority queuing for callers
• Export of ACD information to otherpopular software tools for customizedreporting
• Supervisor tools, such as informationdisplays on the Norstar telephones, help requests from employees, and silent monitoring
• Provides 17 in-depth managementreports
Norstar CallPilot Call Center Basic
Norstar Call Center Basic, which issupported by Norstar Modular ICS andCompact ICS, offers small businesses acost-effective call center application todrive exceptional customer and increasedrevenue opportunities.
• Optional key code activation onCallPilot 100
• Comes equipped on CallPilot 150
• Enables 2 queues and 10 active agents
• Call Center Reporting is also availablevia key code activation
• Call Center Basic can be used on a ‘Tryand Buy” basis with CallPilot 100
—Professional Call Center
† Source: InfoTrack for CPE and Multimedia 04/2001, Phillips InfoTech Consulting, Inc.
The Power of NorstarWhen you’re searching for a business communications system, there’s one
name that appears time and time again—Norstar, from Nortel Networks.
In fact, more people buy Norstar than any other voice solution in the world.
Today, you’ll find Norstar telephones on the desks of more than 15 million
people, in more than 80 countries around the globe, making Norstar the #1
voice solution in the world. And in 2001, Norstar achieved the ranking of #1
phone system in North America† as well. That’s because Norstar offers the
advantage of sophisticated features that are easy to use and give businesses
the flexibility to handle future growth and new services, too. Plus, Norstar offers
outstanding quality, with one of the highest reliability ratings in the industry.
Now that’s value that lasts!
In the United States: In Canada: In Caribbean and Latin America: In Europe: In Asia:Nortel Networks Nortel Networks Nortel Networks Nortel Networks Nortel Networks35 Davis Drive 8200 Dixie Road, 1500 Concorde Terrace Maidenhead Office Park 6/F Cityplaza 4Research Triangle Park, Suite 100 Sunrise, Westacott Way TaikooshingNorth Carolina 27709 Brampton, Ontario L6T 5P6 Florida 33323 Maidenhead Berkshire SL6 3QH 12 Taikoo Wan RoadUSA Canada USA UK Hong Kong
For more information, contact your Nortel Networks representative, or call 1-800-4 NORTEL or 1-800-466-7835 from anywhere in North America.
*Nortel Networks, the Nortel Networks logo, the globemark, Meridian, and Norstar are trademarks of Nortel Networks.All other trademarks are the property of their owners.
Copyright © 2004 Nortel Networks. All rights reserved. Information in this document is subject to change without notice. Nortel Networks assumes no responsibility for any errors that may appear in this document.
Nortel Networks is an industry leader and innovator focused on transforming how the world communicates andexchanges information. The Company is supplying its service provider and enterprise customers with communicationstechnology and infrastructure to enable value-added IP data, voice and multimedia services spanning WirelessNetworks, Wireline Networks, Enterprise Networks, and Optical Networks. As a global Company, Nortel Networks doesbusiness in more than 150 countries. More information about Nortel Networks can be found on the Web at: