Rome Infrastructure Color

IBM TELE-INFRASTRUCTURE TELECOMMUNICATIONS FUNCTIONALITY REQUIREMENTS

Rolm Briefing

September 30, 1994

IBM TELE-INFRASTRUCTURE

BSH/IBM Proprietary—Use Pursuant to InstructionsBronner Slosberg Humphrey

2

• 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

INTRODUCTION PURPOSE AND OBJECTIVE



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• IBM/BSH Assignment

• Current IBM Tele-Infrastructure

• Proposed IBM Tele-Infrastructure

• Telecommunications Requirements

• Proposed Next Steps

INTRODUCTION

BRIEFING AGENDA



4

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

IBM/BSH ATTENDEES



5

Direct Marketing agency and Consultancy in Boston; over 400 employees

10 Fortune 500 Clients

INTRODUCTION

BSH PROFILE

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 Management2. Investment Strategy Development3. Direct Marketing Program Design4. Efficient Execution5. Continuous Improvement focus



6

INTRODUCTION

BSH PROFILE

Client Relationship Focus

• Steady, organic growth from a base of select client relationships

• Only Ten Clients– American Express – House of Seagram – The Quaker

Oats Co.

– AT&T – IBM – Walt Disney Company

– Federal Express – L.L.Bean

– Fidelity – Mobil

• Scale relationships focused on improving the value of customer base

Investment Objectivity• Fee for Service Compensation

• Independent

Marketing Investment Mgmt Capability

• Focus on building and integrating the core marketing investment management capabilities

– Investment Strategy – Information Technology – Teleservices

– Research & Analysis – Process Design – Creative

– Database Design/Mgmt. – Infrastructure Optimization – Media

Investment Mgmt Processes and Tools• Emphasis on developing proprietary investment management disciplines

(e.g., Behavior Optimization Process, Yield Loss Analysis)

Results Orientation • Focus on measurable return on investments

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

combined costs



7

INTRODUCTION

BSH PROFILE

Strong teleservice competency; over 60 professionals

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

Teleservices Infrastructure

IBM/BSH Assignment



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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

CORPORATE MANDATE



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

IBM/BSH ASSIGNMENT

JOINT IBM/BSH MANDATE RESPONSE



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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



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

• Infrastructure Overview

• Competitive Benchmarking

• Gaps and Opportunities

Current State

Ideal Model• Key Attributes

• Infrastructure Architecture

Workplan • Critical Success

IBM/BSH ASSIGNMENT

WORLDWIDE MANAGEMENT COUNCIL REVIEW



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

• 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

Infrastructure Dimensions

CURRENT STATE

SIZE AND COST



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

CURRENT STATE

MULTIPLE LOCATIONS/FUNCTIONAL ORIENTATION

Availability Centers

Benefits Centers

Canadian Sites

CritSit

CSO

ICC

IBM Direct

IISC

IMI Centers

NTSS Access

Manufacturing

PC Company

RICCs

Techline

25

18

3

9

17

7

1

1

10

4

29

5

21

3



15

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

CURRENT STATE

ASSESSMENT SCOPE

New Technologies

Telephony Systems

Integrated Customer Database

BusinessOperations

Customer Access

Teleservices Communication

Channels

Call QualityCapacity Planning/

Workforce Optimization

Scripting/Messaging Training



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• 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



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CURRENT STATE

KEY FINDINGS

35.2%

10.1%

9.4%

8.2%

6.7%

6.7%

5.5%

3.2%

2.3%

1.3%

6.7%

Power Failure

Power Surge or Spike

Storm Damage

Fire or Explosion

Hardware Error

Flood and Water Damage

Earthquake

Human Error

HVAC Failure

Employee Sabotage

Other*

1.5%Software Error

3.2%Network Outage

• 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



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CURRENT STATE

KEY FINDINGS

AWD

AAS

Dealer Locator

OS/2

ADL

IMI

TFMS

Gems

COS

PC Outlet

CRIS

JD Edwards

ECHO

Retain

Announce

Prodigy

DMS

CBR Ex.

Systems/Databases

Tele-Infrastructure

Tele-InfrastructureCustomerCustomer

DecisionSupportSystem

DecisionSupportSystem

MarketInvestmentAllocation

MarketInvestmentAllocation

• Database and systems environments are formidable barriers



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CURRENT STATE

KEY FINDINGS

SalesSales ServiceService

InboundInbound OutboundOutbound

HardwareHardware SoftwareSoftware

Lead Generationand QualificationLead Generationand Qualification

SalesClosureSales

Closure

RegionalRegional NationalNational

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

Proposed Model



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PROPOSED MODEL

• Infrastructure Overview

• Competitive Benchmarking

• Gaps and Opportunities

Current State

Proposed Model

• Key Attributes

• Infrastructure Architecture

Workplan • Critical Success



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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

KEY ATTRIBUTES



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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

OPERATIONAL FEATURES



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

Interactive TVOn-LineTelephone

Customer

Interactive Electronic

Environment

PROPOSED MODEL

CUSTOMER INTERACTION



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

• 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

• A functionally-rich communications network is required to support network-level call load management and intelligent-based routing, as well as distribute information and applications across call centers

• This communications network relies upon a robust and 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

SOLID FOUNDATION

Virtual Call Centers

ITVOn-LineFaxPhone

Data Repository

Communications Networks



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The proposed infrastructure model will support a virtual calling environment

Center A

Center B

Center C

Center D

PROPOSED MODEL

VIRTUAL CALL CENTERS



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

• 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

Intelligent Call

Routing

(ACD)

Team 3

Team 2

Team 1

Dialer Training Facility

PROPOSED MODEL

CALL CENTER CAPABILITIES

Data Repository



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

PROPOSED MODEL

CALL CENTER SUPPORT OPTIONS

• Cross-functionally trained

• Defined career path

• Empowered

• Mobile

• Direct measures of quality

• Customer focused

Agents

• Differential investment

• Inbound/outbound capability

• Cross-functional paradigm

Teams

• Customer profile/needs assessment tool

• Vulnerability model

• Advanced imaging

• Competitive analysis

• Contact history integration

Intelligent Work Station

• Increased span of control

• Focus on coaching/skills development

• Voice/data monitoring responsibilities

• Customer satisfaction criteria

Management



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The model directly links customers with appropriate functional resources

PROPOSED MODEL

OPERATIONAL FUNCTIONALITY

PC AS/400RISC 6000

PSPEnterprise

SystemSoftware Etc.

Help Centers CE Dispatch

Customer Support Centers

Transaction Processing

Organization

Account Management

Direct MarketingIBM Credit

Corporation

1 800 IBM-YYYY 1 800 IBM-YYYY

1 800 IBM-XXXX

Benefits Center

1 800 IBM-ZZZZ



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

PROPOSED MODEL

CRITICAL FACTORS

• Fully linked call centers

• Integrated telephony and information systems

• World-wide coverage with disaster recovery/interoperability

• Shared customer information

Infrastructure

• Standardized processes

• Clear mission and metrics

• Coordinated outsourced telemarketing vendor contracts

• Requisite MIS

• Fully leveraged technology

Operationalize

Current Workplan



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

CURRENT WORKPLAN

1Q 2Q 3Q 4Q 1Q 2Q1Q 2Q 3Q 4Q1Q 2Q

1994 1995 1996 1997

Define Architecture Requirements

Continue Blocking and Tackling (Call Center Optimization)

Complete Infrastructure Analysis

Refine Infrastructure Model

Develop Migration Plan

Build Telecommunicationsand Information Systems Foundation

Begin Worldwide SiteAssessment Program

Execute Call CenterConsolidation

Initiate End-State Site Development

CompleteEnd-State Integration

Telecommunications Requirements



34

TELECOMMUNICATIONS REQUIREMENTS

REQUIREMENTS OVERVIEW

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

• First pass living documents



35

Teleservices

• 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


REQUIREMENTS SCOPE

Telecommunications

Database Applications



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• Distributed data sources

• Customized and automated treatments

• Virtual environments

• Adapts to new technologies and communications

• Multiple communications environments

Develop Infrastructure

to Support


INFRASTRUCTURE ENVIRONMENT OUTLOOK

Federal, State, Local

Gov’t

10 MillionBusinesses

Consumers93 Million

Households

Screen Phone

Telephone

On-line

PDA

Interactive TV

Kiosks/ATM

IVR

Agent

Smart Cards

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... 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...

Marketing

Inventory

Customer

Profiles

Transactions

CustomersWill

Choose



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The tele-infrastructure requirements support six key concepts

Four Integrated


SIX KEY CONCEPTS



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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

WAN

Site

LAN

Desktop

Long distance transmission and service vendors

IBM facilities and equipment

Data and telecommunications networks at local facilities

Capabilities and services at the agent’s direct disposal



39

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


CONCEPT 2 - NETWORK CENTRIC VIEW

Call Center

Call Center

Caller

Call Center

Location Centric View

Network

Call Center

Caller

Call Center Call Center

Network Centric View



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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

Segmentation&

Processing

Who

What

Why

Business Knowledge

Product Type

Expertise

OptimizedSystem

Matching

AvailabilityIncoming Call/Interaction

ANI, IVR, etc.

IVR

Data Base

Level

Grade

Type Resource Profile

Network Level

1

2

3

1

2

3

Site, LAN, DesktopSite, LAN, Desktop



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

Process standards and resources are consistent and integrated


CONCEPT 4 - DISTRIBUTED OPERATIONAL PROCESSES

OP1 OP2 OP3 OPnOP4 . . . . .

Site 1

Site 2

Site 3

Site 4

Site X

.

.

.

.

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

X

Operational Processes (OP)



42

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.)


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

Customer

IBM

On Line

Telephone

Interactive TV

Screen Phone

Smart Cards

• Voice• Video• Data• Image

• Voice• Video• Data• Image



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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

Location 2

Location 3Customer

Conference in appropriate additional resources

MarketingCustomer Service

Technical Support

Management Manufacturing

Sales

MarketingTechnical Support

ManagementManufacturing

Sales

MarketingTechnical Support

ManagementManufacturing

Sales

Customer Service

Customer Service

Agent



44

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

Customer Segmentation

Customer Treatment

Management Process/

Control

Networking

SystemsIntegration


FIVE REQUIREMENTS CATEGORIES



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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

• When, how, and why the system initiates contact with a customer


CUSTOMER SEGMENTATION CATEGORY


Customer Treatment

Management Process/

Control

Networking

SystemsIntegration



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CUSTOMER SEGMENTATION REQUIREMENTS

Call Receipt Recognition &

Processing

Dynamic Call Segmentation

Call Abandonment Treatment

Call Back Treatment

Proactive Customer Contact



47

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 TREATMENT CATEGORY


Customer Treatment

Management Process/

Control

Networking

SystemsIntegration



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Customer Treatment


CUSTOMER TREATMENT REQUIREMENTS

Network Managed Routing

Network Signal Point Control

Direction

Remote Access Customer Facilities

ESSD

Variable Medium Communications

Channels

Next “Best” Available Resource

Real-Time Resource

Assessment

Enroute Call Treatment

Call Queueing Treatment

Logical Skill Sets

Multilingual Services

Borderless boxes indicate requirements in other groupings



49

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:


MANAGEMENT PROCESS AND CONTROL CATEGORY


Customer Treatment

Management Process/

Control

Networking

SystemsIntegration



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Management Process and Control


MANAGEMENT PROCESS AND CONTROL REQUIREMENTS

Network Signal Point Control

Direction

System Function Management and

Control

Real-Time Resource

Assessment

Logical Skill Sets

Connectivity Reallocation/

Reconstitution

Call TraceMonitoring by Operational

Process

Automatic Call Wrap-Up




51

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 replication strategies must be supported by Network Centric requirements


NETWORKING CATEGORY


Customer Treatment

Management Process/

Control

Networking

SystemsIntegration



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NETWORKING REQUIREMENTS

Network System Management

Compression Technologies

SecurityKerberos

Auto-matic Trouble Ticket

Generation

Network Service and

Event Scheduling

Traffic Routing and Load Balancing

User Profile Maintenance

MIB

SNMP Agents For Device

Configuration & Proxy Agents

Inter and intra network control

Multiple Topology Mapping

Collaboration Computing

EnvironmentsDSOM-SOM

Corba

Directory ServiceX.500

Electronic Forms and Interactive Fax

ServicesMail Gateways

Electronic Document

Interchange (EDI) Services

X.12 & X.435

Middleware messaging architecture with embedded OLTP services

Message queuing

Network Persistence Support for Compound Complex Data Types (Multimedia)

Open Doc

Bandwith on DemandSMDS

Multiple Platform Support

Frame Relay Data Service (FRDS)

Asynchronous Transfer Mode (ATM)

Networks: TCP/IP, IPX, LU6.2, NetBIOS, Appletalk, DLC

Distributed Applications

PIPES Platform API

PIPES Platform Message-Based Communication Infrastructure

Message-Queuing

Transaction Management

Remote Procedure

Call

Event Management

and Other Services

DCE and Other

Distributed Services

Distributed Computing Environment



53

Networking Requirements



Multimedia Conferencing

One-Way/Two-Way Media Conversion

SecurityRemote

Resource Connectivity

Application Programming Interface (API)

MessagingConcurrent

Mutual Transfer

Programmed/Scheduled

DeliveryESSD

Computer Telephony Integration




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VIRTUAL PRIVATE NETWORKCOLLAPSED FIBER BACKBONE TOPOLOGY

HIPPI, ATM, SMDS, SONET, FRAME RELAY, SUPPORTING MULTIPLE PROTOCOL ENVIRONMENTS

FIRE WALL

Commercial “IT” Corporate Users

FIRE WALL

Vendor/SupplierOEM’sInformationProviders&VAN’S

T1 - E1

Consumer/Homeuser

FIRE WALL

Video/Voice Server

Video/Voice Server

Application Server

Application Server

Interactive Fax ServerInteractive Fax Server

EDI ServerEDI Server

INFOPUMP Server

INFOPUMP Server

Mail Gateway Server

Mail Gateway Server

IVRIVR Content Server

Content Server

Replication Server

Replication Server

INFOPUMP Database Interfaces


Message GatewayMessage Gateway

Remote9.6 - 28.8kbs

T1 - T3

Dial Pulse EnvironmentsDTMF ReplacementHands-free Voice MessagingOperator ServicesSpeed Dialing (i.e. cellular)Interactive Voice ResponseRemote Database Transactions

Speech Recognition AppsVoice Apps

Voice Mail/Auto AttendantVoice Response SystemsAudiotext Operator ServicesTelemarketingAuto DialersTelecomputing ServersNotification SystemsRemote On-Line Database Transactions

Unified MessagingFax MailIntegrated Voice Mailand Fax MailIntegrated Voice/Fax ResponseFax-On-DemandRemote Database TransactionsFax ConfirmationFax Store-and-ForwardFax BroadcastFax Notification

Fax Apps


VIRTUAL PRIVATE NETWORK



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Electronic Commerce

InteractiveSystems

Telecommunication

Media/Advertising

Database & InformationMarketing

TeleservicesCommunications

Services

MarketingServicesCustomer Tracking &

Usage MeteringOn-line Services

PurchaseAdvisoryServices

EvolvingElectronic

Environments

SatisfactionMeasurement

Evolving Electronic Environment Applications



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Electronic Commerce

InteractiveSystems

Telecommunication

Media/Advertising

Database & InformationMarketing

TeleservicesCommunications

Services

MarketingServicesCustomer Tracking &

Usage MeteringOn-line Services

PurchaseAdvisoryServices

EvolvingElectronic

Environments

SatisfactionMeasurement

Commercial “IT” Corporate Users

Interactive Fax ServerInteractive Fax Server

FIRE WALL

FIRE

WALL

Vendor/SupplierOEM’sInformationProviders&VAN’S

T1T3

Consumer/Homeuser

T1 - T3

EDI ServerEDI Server

INFOPUMP Server

INFOPUMP Server



Mail Gateway Server

Mail Gateway Server

Content Server

Content Server

Replication Server

Replication Server

Remote9.6 - 28.8kbs

Unified MessagingFax MailIntegrated Voice Mailand Fax MailIntegrated Voice/Fax ResponseFax-On-DemandRemote Database TransactionsFax ConfirmationFax Store-and-ForwardFax BroadcastFax Notification

Fax Apps

Video/Voice Server

Video/Voice Server

IVRIVR Application Server

Application Server

Message GatewayMessage Gateway

Dial Pulse EnvironmentsDTMF ReplacementHands-free Voice MessagingOperator ServicesSpeed Dialing (i.e. cellular)Interactive Voice ResponseRemote Database Transactions

Speech Recognition AppsVoice Mail/Auto AttendantVoice Response SystemsAudiotext Operator ServicesTelemarketingAuto DialersTelecomputing ServersNotification SystemsRemote On-Line Database Transactions

Voice Apps

FIRE

WALL

Convergence of Network and Applications



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ApplicationsElectronic forms, Intelligent Call Routing, Resource Scheduling,

Shared Customer Database, CICS & OLTP, X.400, EDI, Mail Exchange Getaways

AIX, OS/2, VMS, MVS, UNIX, Windows NT, Netware, Tiger, TaligentOperation System and Transport Services

SNA, TCP, APPC, IPX, LU/6.2, Others

ThreadsSockets

Other Distributed ServicesDCE–DSOM–SOM–Others

Distributed File ServicesTiger, Taligent, NFS

TimeDirectory/File

Synchronization

NamingX.500

Other Fundamental Services (Future)

Electronic Commerce

API’sPC Integration

CTI–Client AgentSecurityKerberosDistributedKey Encryption• Authorization• Authentication• Notification

ManagementNet View• Configuration• Trouble Tickets• EDS• Lic. Mgt.• Asset Mgt.• Change Mgt.

OSF DCE MODEL

MOM (Message Oriented Middleware)Remote Procedure Call and Presentation Services with TP Monitor

Supports Multiple ProtocolsPipes, MQ (Message–Queueing), Object Request Broke (ORB) APPC





58

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

• The integration will provide transparent customer access, uniform agent operation, and seamless systems functionality


SYSTEMS INTEGRATION CATEGORY


Customer Treatment

Management Process/

Control

Networking

SystemsIntegration



59

Systems Integration Requirements


SYSTEMS INTEGRATION REQUIREMENTS


Network Distributed Switching

Remote Access Customer Facilities

Dynamic Bandwidth Capacity

Electronic Software & Service

Distribution

Medium Integration

Application Programming Interface (API)

SecurityDistributed

Client Server Topology

Concurrent Mutual Transfer

Variable Site Termination

MethodologiesMessaging




60

TelephoneSwitch

PBS, or ACD, or PC-Based

Switch

PBX Extension LAN

Telephony Server

PBX File Server Interface Card or Special Port

First SCSA Server

Computer Telephony Processing Cards

OAI Link

Telco Central Office

Switch Interface Card

PBX Extensions

SC Bus

C.O. Trucks

SecondSCSA Server

LAN

File Server

Database Server

SCX Bus



SYSTEMS INTEGRATION REQUIREMENTS



61

Physical Network

SNAAPPN

Common Transport Semantics

Presentation Services

Data Access Services

Applications and Development Tools

Application Services

TCP/IP OSI NETBIOSIPX

Object Mgmt. Services

Multimedia

Print/View

User Interface

Database

Files

Transaction Monitor

Workflow Manager

Mail

Communication ServicesRemote

Procedure Call

Messaging and

Queuing

Conver-sational Model

Communication ServicesSecurity

Object Manager

Transaction Manager

Directory

Time

WAN Channel EmergingLAN

INTEGRATION ARCHITECTURE


SYSTEMS INTEGRATION ARCHITECTURE

Next Steps



63

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.

Functional Specification

Process

– Site visit(s)– Answer RFC (Telecom

Requirements)– Presentation of present

and planned offerings– Answer RFI

NEXT STEPS

FOUR MAJOR STEPS

Four Major Steps

Feasibility Assessment

Process

– Answer RFP– Feasibility study

Solution Component Planning Process

– Answer round 2 RFI/RFP

– Answer build-to specifications

High-Level Architecture Design

Process

– Detailed development plan

– Component specification plan

– Detailed integration plan– Implementation plan



64

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

Rome Infrastructure Color

Documents

current teleinfrastructure

ibm customers

investment increase

proposed teleutility

value of customer base

rfcrfirfp process

potential customer value

behavior optimization