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LAN-based Telephone Systems
There are five types of telephone systems used in enterprise communications: PABXs and ACDs, centrex services, LAN-based telephone systems, PC-based telephone systems and key systems. This page lists the LAN-based telephone systems developed around the world, independent of who distributes them. For PABXs and ACDs and PC-based telephone systems, go to the respective pages.
Although the terms UnPABX and UnPBX are often applied to both LAN-based telephone systems and PC-based telephone systems, these are architectually totally different. LAN-based telephone systems carry voice through a LAN, almost invariably IP although one or two can use ATM, between telephony-enabled PCs and/or IP or ATM handsets. As with PC-based telephone systems, LAN-based telephone systems use a telephony window to provide the functional user interface, and many offer a number of integral capabilities.
Consulting Projects Involving Telephone Systems
Occidental Communications has undertaken numerous consulting engagements involving telephone systems, with and without ACD functionality. Projects have included user requirements analysis, system specification and acquisition via requests for tender, network design analysis, networking dissimilar PABXs, traffic analysis, numbering plan preparation, service audits, analysis of communications management and advising on the future of telephone systems. For more details, see the CTI Consulting and Communications Consulting pages.
CTI Reports
Occidental Communications has recently published a report on CTI in Australia and New Zealand covering all aspects of the use of this technology, market shares of key vendors, CTI protocols, case studies etc. For more details, see the CTI Report page.
Datamonitor has published Computer Telephony Integration: from the Internet to the Desktop, in Asia. The report also analyses the architectural strengths and weaknesses of LAN-based systems themselves, the integral capabilities which many offer, their convergence with PC-based telephone systems and the future of LAN-based systems as a product category. The vendor directory includes local contact details, languages in which documentation is provided and CTI protocols each product supports.
Bloor Research has published Computer Telephony Integration: from the Internet to the Desktop, in Europe. The report also analyses the architectural strengths and weaknesses of LAN-based systems themselves, the integral capabilities which many offer, their convergence with PC-based telephone systems and the future of LAN-based systems as a product category. The vendor directory includes local contact details, languages in which documentation is provided and CTI protocols each product supports.
Oxygon Verlag GmbH has published Computer Telephony Integration Marktübersicht (Computer Telephony Integration: in the German-speaking market), in German. The report also analyses the architectural strengths and weaknesses of LAN-based systems themselves, the integral capabilities which many offer, their convergence with PC-based telephone systems and the future of LAN-based systems as a product category. The vendor directory includes local contact details, languages in which documentation is provided and CTI protocols each product supports.
Bloor Research has published Computer Telephony Integration: from the Internet to the Desktop, in North America. The report also analyses the architectural strengths and weaknesses of LAN-based systems themselves, the integral capabilities which many offer, their convergence with PC-based telephone systems and the future of LAN-based systems as a product category. The vendor directory includes local contact details and CTI protocols each product supports.
ANZ Vendor Directory
Australia and New Zealand Directory - Telephone Systems including local contact details and local distributors.
International Directory - LAN-based Telephone Systems
Clearspan from Aastra
LAN-based telephone system which, with the inclusion of the M7480, offers integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, limited audio call recording capability and collaborative browsing using callbacks.
Succession6500 from Aastra
Product merged, with the M6500 PABX, into the NeXspan PABX.
Calina from Ansid AG
Ansid AG, formerly of Winterthur Switzerland, is no longer in business.
Avaya IP Office (formerly named ECLIPS) from Avaya
LAN-based telephone system with IVR capabilities and, by incorporating Avaya CTI, optional CTI, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
Fluency from Braxtel
LAN-based telephone system with integral ACD, IVR, voice mail with unified messaging, integral desktop, enterprise CTI facilities, predictive dialling and audio call recording capability.
N-CCPRO and B-CCPRO from CellIT
CellIT, formerly of Miami, Fla USA, was acquired by Davox which renamed itself Concerto and transformed these products into what is now the PC-based telephone system Aspect Unified IP.
Call Manager from Cisco
LAN-based telephone system with ACD, integral voice mail, desktop, personal CTI facilities, collaborative browsing using both voice through the Internet and callbacks (using CCS), routing of e-mails to agents (using CEM) and text chat (using CCS).
CosmoCall from CosmoCom
LAN-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling (by incorporating Sytel's Softdial Plugin), collaborative browsing using both voice through the Internet and routing of e-mails to agents.
Succession6500 from EADS Telecom
EADS Telecoms division was acquired by Aastra (EADS still manufactures airbuses and other products). The product was merged, with the M6500 PABX into Aastra's NeXspan PABX.
MX-ONE from Ericsson
LAN-based telephone system with integral ACD, IVR, voice mail, CTI, predictive dialling, audio call recording capability, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and text chat.
WebSwitch 2000 from Ericsson
Product superseded
FacetPhone from FacetCorp
LAN-based telephone system with integral IVR, voice mail with unified messaging, personal and enterprise CTI facilities and audio call recording.
innovaphone from innovaphone
LAN-based telephone system system with integral auto attendant, voice mail with unified messaging, personal and enterprise CTI facilities and audio call recording.
TheBox from KaMell Software GmbH
KaMell Software GmbH, formerly of Petersberg, Germany, was renamed XipTec GmbH which is no longer in business.
ComCenter from Merlot Communications
Product discontinued
NuContact Center (formerly Nuasis NuContact Center) from Intervoice
LAN-based telephone system with integral ACD, IVR, limited voice mail, personal and enterprise CTI facilities, audio call recording capability, collaborative browsing using callbacks and routing of e-mails to agents.
3300 from Mitel
LAN-based telephone system with integral voice mail, auto attendant and agent-initiated audio call recording and that can incorporate SX 2000 circuit cabinets.
NBX 100 Communications System from NBX
NBX was acquired by 3Com
Call Processing Server from Nokia
Product discontinued
Communications Server 1000 (formerly named Succession CSE 1000) from Nortel
LAN-based telephone system with ACD, integral telephony window, personal CTI facilities, collaborative browsing using callbacks, routing of e-mails to agents and text chat.
Nuasis NuContact Center from Nuasis
Nuasis was acquired by Intervoice.
SIPxchange from PingTel
LAN-based telephone system with integral IVR, voice mail with unified messaging and personal CTI facilities.
EtherPhone from PhoNet Communications
PhoNet Communications, formerly of Herzliyya, Israel, is no longer in business.
InterPage from PORTech Communications
Product discontinued
ContaCT Highway from Reitek
LAN-based telephone system system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
The Rostrvm Suite from Rostrvm
Call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional predictive dialling, collaborative browsing via callbacks, routing of emails to agents and off-switch ACD, which can also be deployed as a LAN-based telephone system with integral ACD, IVR, enterprise CTI facilities and routing of e-mails to agents.
SalesLan from SalesLan
SalesLan, the company, has been renamed Braxtel and SalesLan, the product, has been renamed Fluency.
IP PBX from Selsius
Selsius was acquired by Cisco.
HiPath 5500/5300 from Siemens
LAN-based telephone system with integral desktop.
Sphericall from Sphere Communications
LAN-based telephone system with integral IVR, voice mail with unified messaging, personal and enterprise CTI facilities and limited routing of e-mails to agents.
Cerato IP (formerly named Cypreon) from Teltronics
LAN-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, limited audio call recording capability and collaborative browsing using both voice through the Internet and callbacks.
NBX from 3Com
LAN-based telephone system with IVR capabilities, voice mail, desktop, personal CTI facilities.
VCX (Voice Core Exchange) from 3Com
LAN-based telephone system with integral ACD, IVR, voice mail with unfied messaging, telephony window and enterprise CTI.
Vortex from Tri-Link Technologies
Tri-Link Technologies, formerly of Burnaby, BC Canada was acquired by Teltronics and Vortex was renamed Cypreon then renamed Cerato IP. (Tri-Link is cited in the article IT in Canada: Hiding the Light Under the Bushell)
Call Processing Server from Vienna Systems
Vienna Systems, formerly of Kanata, Ont, Canada was acquired by Nokia. The Call Processing Server product was subsequently discontinued. (Vienna Systems is cited in the article IT in Canada: Hiding the Light Under the Bushell)
TheBox from XipTec GmbH
XipTec GmbH, formerly of Petersberg, Germany, is no longer in business.
LAN-based Telephone System Feature Summary
| Product | ACD | IVR | VM | UM | PCTI | ECTI | PD | ACR | CB | EM |
| Clearspan | Y | Y | Y | Y | Y | Y | _ | L | Y | _ |
| Avaya IP Office | _ | Y | _ | _ | _ | Y | _ | _ | Y | Y |
| Fluency | Y | Y | Y | Y | _ | Y | Y | Y | _ | _ |
| Call Manager | Y | _ | Y | _ | Y | _ | _ | _ | Y | Y |
| CosmoCall | Y | Y | Y | Y | Y | Y | Y | _ | Y | Y |
| MX-ONE Telephony Server | Y | Y | Y | _ | _ | Y | Y | Y | Y | Y |
| FacetPhone | _ | Y | Y | Y | Y | Y | _ | Y | _ | _ |
| innovaphone | _ | AA | Y | Y | Y | Y | _ | Y | _ | _ |
| NuContact Center | Y | Y | L | _ | Y | Y | _ | Y | Y | Y |
| 3300 | _ | AA | Y | _ | _ | _ | _ | L | _ | _ |
| Communications Server 1000 | Y | _ | _ | _ | Y | _ | _ | _ | Y | Y |
| SIPxchange | _ | Y | Y | Y | Y | _ | _ | _ | _ | _ |
| ContaCT Highway | Y | Y | Y | Y | Y | Y | _ | Y | Y | Y |
| HiPath 5500/5300 | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ |
| Sphericall | _ | Y | Y | Y | Y | Y | _ | _ | _ | L |
| Cerato IP | Y | Y | Y | Y | Y | Y | _ | L | Y | _ |
| NBX | _ | Y | Y | _ | Y | _ | _ | _ | _ | _ |
| VCX | Y | Y | Y | Y | _ | Y | _ | _ | _ | _ |
ACD = automatic call distributor
IVR = interactive voice response
VM = voice mail
UM = unified messaging
PCTI = personal CTI
ECTI = enterprise CTI
PD = predictive dialling |
ACR = audio call recording
CB = collaborative browsing
EM = E-mail processing
Y = yes (feature supported)
AA = Auto attendant
L = limited capability
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Articles on Call Centre Telephone System Applications
Consolidating the Call Centre Australian Communications August 1997
Which Switch is Which? Your Telephone System (Telcall/CRM supplement) September, 2000
Other Articles on Telephone Systems
The PABX vs. the unPABX Voice+ Asia Pacific [Hong Kong] January/February 1999
The Many Applications of Voice over IP, Part 2 Australian Communications April, 1999
How to Kill a PABX Telecom Asia May, 1999
More Than a Telephony System Australian Communications March, 2000
PC-based and LAN-based telephone systems Insight IS [UK] May, 2000
What the Future Will Hold CIO November, 2000
Disclaimer
Note that this site is not sponsored. Vendors are included because they develop products which fall within the specified categories. Most vendors also have additional products beyond those listed. Vendors seeking inclusion click here.
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