BusinessPhone / MD Evolution

BackStageSimply effective – enterprise communications for today and tomorrow

What if you had a tool that brought more

communication efficiency and customer

service to you and your enterprise in a

simple, straightforward way? BackStage

does just that by improving productivity

and enhancing the user’s working environ-

ment. To give just one example -

BackStage allows easy integration with

other applications such as Microsoft’s®

Outlook™, Excel, Word and Access. Now

they can be “telephony-enabled.”

It’s the benefits that count. The flexibility

and the wide range of application scenar-

ios for desktop support and for mobile use

allow you to easily choose the right config-

uration depending on your specific needs.

Technology options available for selec-tion are Computer Telephony (CT), Voiceover IP (VoIP) and, if needed, TerminalServer, wireless LAN (WLAN) andRemote Access Services. The commu-nication systems served areBusinessPhone and MD Evolution (gen-erally platforms supporting the commonCSTA / TSAPI Computer Telephonystandard).

With this in mind, our vision of businesscommunication support – anywhere,anytime, with any device or media –becomes reality. Ericsson provides afuture-proof migration path for business-es wanting to harness the power ofbetter communications.

BackStage functionality includes busi-ness call support, messaging, commu-nication profiles, presence information,team efficiency enhancements anddata integration. A key element is theintegration with a customer’s infra-structure. This is especially importantfor examples like Outlook, directories,tools for Customer RelationshipManagement and web informationservices.

Embedded into effective packages,BackStage serves voice and data –online and offline.

The supported communication devicesare digital, analog and IP phones,cordless and mobile phones. Access isprovided via PCs, Terminal Clients,Web browser and Pocket PCs.

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Overview

BackStage combines the power ofcomputer networks with a telephonesystem for the user’s benefit. With anintuitive graphical user interface, itallows a user to access all the func-tions of a business telephone in a sim-ple and easy manner from a PC. Italso adds a number of new communi-cation functions: automatic diversionbased on appointments in your MSOutlook Calendar, personal routingprofiles, advanced options for dealingwith missed calls and last dialed infor-mation, messaging integration andvoice dialing are just a few examples.BackStage integrates data and voiceleading you to the world of multi-media communication. Information onvoice calls, voice messages and datamessages, for example instant mes-sages and Short Messaging ServicesSMS, is combined in a unified Journal.You can get an effective overview,directly call back or select an email oran SMS answer. BackStage increasesyour level of service and opens thewindow to a broader range of person-al and business productivity tools.

General CommunicationBenefits

Effective communications gives you areal competitive edge.

BackStage automates many commu-nication tasks, cutting down on timewasted doing repetitive or mundanetasks. For instance, calls can be madewith one click from defined name dialkeys, a phonebook, the MS OutlookContact list, a company database, aspreadsheet, even from a number list-ed in an email or on a web page. The

Scenarios

There are various options for the con-figuration and deployment ofBackStage depending on your indi-vidual needs. The familiar look andfeel of BackStage will be the same inall configurations. It is possible todeploy one configuration initially andadd another at a later date. All sce-narios can be used in parallel and areprovided in one software package –no additional charges for extraoptions.

Computer Telephony CT viaIP/LANThis is the most commonly usedoption for those who wish to achievefull efficiency and data integration. Inthis configuration, a central CT Serveris connected to the CommunicationSystem – like BusinessPhone or MDEvolution. Service for BackStageusers is provided via the LAN. Withthis setup, it is also possible toinclude mobile scenarios via wirelessLAN or Remote Access Services.

details are handled automatically: a“+” becomes the international prefixand spaces or other symbols in thenumber format do not affect theprocess.

BackStage also enhances CustomerService. Caller-related information, likethe name or data from your last busi-ness appointments, can automaticallybe retrieved from personal and com-pany databases and displayed on theuser’s monitor when a call comes in –even before taking the call. Featureslike coordinated call and data transferor call routing reduce the time that ittakes for callers to contact the appro-priate person and allows for a morepersonalized service.

For those times when an employee ison the move, the routing function ofBackStage conveniently supports pre-ferred communication profiles whichwill automatically put priority callsthrough. Such profiles can automati-cally be set based on appointments orpresence.

Instant mobile information on waitingmessages or meeting reminders helpsyou to manage important issues.BackStage provides the user with theneeded flexibility, at the office or onthe move. Tools like profiles and theunified Journal are always supportedno matter where you are.

The solution also integrates advancedpractical group collaboration support,even for multi-site teams.

All these benefits make a positive con-tribution to your business profitability.You can generate more revenue byoffering better service more efficiently,and you can cut costs by improvingstaff effectiveness.

With added value services, like presencecall profiles, team collaboration supportand advanced data integration BackStagecompletes every kind of business commu-nication tools, even the very top ones.

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Dedicated support for cordless andmobile phones:

Imagine having a cordless or mobilephone.

...You are free to walk about as youlike.

...You still have the full services of adesk phone, plus additionaloptions.

...You access through an easy touse graphical user interfaceinstead of menu list searching.

Voice over IP, Video over IPBackStage can also add businessclass IP Telephony to ComputerTelephony. In this scenario, the PCitself serves as the telephone. Theclients are connected to the CT Serverand the integrated IP board of therespective communication system.

BackStage gives you the freedom ofchoice for your workplace.

Having the freedom of workplacechoice with IP technology:

IP Telephony and BackStage auto-matically provide your personalphone number and personalizedsettings at any desk.

Unlike usual standard soft-clients,BackStage is equipped with busi-ness class communication functionsand adds further support for dataintegration.

CT via LAN, Terminal ServerEnvironmentAdditional possibilities for innovativeuse scenarios and benefits can beachieved within a Terminal Serverinfrastructure. BackStage supportsTerminal Server systems, thus givingthe option for central installation andmaintenance. This configuration alsomakes it possible for the user to runBackStage via a web browser with-out local installations. It can also berun via a convenient Terminal Clientenvironment, available for many plat-forms - including mobile devices, likePocket PCs or even Smartphones.

Run BackStage on a PC client, aTerminal Client, on mobile devicesor via a web browser.

All BackStage personal settings andinformation are available at anyworkplace or device of your choice.Examples of personal data are themissed calls list, the privatePhonebook, the Routing Profiles, theBusy Lamp Field and key settings.This is the base for free seating/desksharing situations, which is support-ed by the Terminal Server, byBackStage´s compatibility withPersonal Profile roaming from

Microsoft and by the BackStageServer. You can select the way youprefer depending on your needs.

Home and Remote WorkingHome and remote workers can beeasily integrated into the organiza-tion’s workflow. Utilizing theBackStage IP Telephony option oradding Computer Telephony benefitsto a Mobile Extension, employees canhave full access to the enterprise sys-tem functionality while they are con-nected via a secure Remote AccessService to the company’s data net-work. They can access their workfiles, e-mail and voice mail and usephone facilities such as conferencecalls. Remote workers will benefitfrom the strong integration of voiceand data all via a PC.

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Deploying Better Communications BackStage offers wide flexibility,from desktop support to IP Telephony and mobile use.

4

Valuable functions

BackStage not only enables your PCwith all the enhanced functions of adesktop telephone, it also enables otherapplications for telephony functions. Itintegrates data and it provides cordlessand mobile phones with convenient andunified handling.

Easy Call ManagementThrough a graphical color interface oneach PC, all telephone functions aresupported in a very intuitive way. Themethod of handling calls remains thesame no matter which telephone/PC isused. This makes for easy, efficient callmanagement from any location.

Examples of standard business com-munication functions are Transfer,Diversion, Call-back when free, busy,Conference, Pick up selective calls andDeflection.

Further comfort functionality is offered.An example is the advanced numbertreatment, making a “+” the internation-al access code, automatically addingthe public access code in the relevantcases or filtering for spaces and sym-bols in an existing number format.Name identification is also a very usefulfunction which displays the nameattached to the number and can beused with Outlook Contacts or anyother database. There are also othercomfort-enhancing functions such asinnovative speech interaction.

Speech InteractionBackStage integrates with Text toSpeech and Voice Dialing functionality.The PC can “speak” the name of thecaller and calls can be initiated by justpronouncing the name of the personyou wish to call.

Integration with Voice Messagingand Unified MessagingBackStage makes access to the inte-grated Voice Messaging functions verystraightforward. Besides one-click mail-box settings, it provides a high level ofuser comfort to listen to your mes-sages, get message waiting informa-tion, or an overview of all messages.You also get the benefit of name identi-fication attached to each of your mes-sages – from any data source. In addi-tion, you can easily make a direct call-back to voice messages, with automat-ic support from functions like Transferand Conference.

You also have the mobile ability to com-bine BackStage with a PDA, MobileExtension and Unified Messaging capa-bilities to let you control your communi-cations from anywhere, anytime withthe highest comfort.

Mobile Messaging ServicesYou can not only send SMS via MSOutlook easily, but you also get thesupport of message waiting SMS,including name data integration andSMS meeting reminders based on theMS Outlook Calendar – all the businessfunctions necessary to keep you onlineand in touch with the most importantinformation and people, no matterwhere you are.

Personal ToolsIn order to make fast search and dialingof names and numbers as efficient aspossible, BackStage provides an inte-grated Phonebook for common busi-ness and private contacts. ThePhonebook is also the first sourcechecked for the display of the names ofcallers – the same function as is foundin mobile phones. Data can also be col-lected easily from existing databases.

The Journal logs incoming and outgo-ing calls, and can create a missed call

list or last dialed list automatically. Itcombines with voice messages andinstant messages and further supportsthe integration of various communica-tion media. The fast direct messageoverview leads to a chat-like SMS com-munication. The Journal data can beused for evaluating call statistics.

A third example of personal tools is thepossibility to freely configure speed-dialand name-dial buttons or function keyson the monitor, a very flexible alternativeto assigning keys directly on a tele-phone set.

Additional personal support can bereached through the integration withdata and other applications or via rout-ing profiles.

Call Profiles and RoutingBackStage can route incoming calls tothe most appropriate extensions,groups, or even to external numbers.The configuration, again, is very easyand can be made based on the caller’snumber or on a customer’s identifica-tion. For instance, routing can be basedon the area code of the incoming call,so that overseas callers are routedautomatically to agents with the appro-priate language skills. Alternatively, “VIProuting” allows important customers tobe routed to highly skilled agents.

This type of functionality is usually onlyprovided by sophisticated call centerpackages, but with BackStage busi-nesses of all types can benefit from theimproved customer service and efficien-cy of routing.

The routing can also give highly person-alized support. By means of easilydefining Call Profiles, your communica-tion efficiency will reach into anotherpractical dimension.

It´s about making valuable functions simple to han-dle – like business telephony support, team func-tions and Video over IP.

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Group CollaborationThe Busy Lamp Field is a window thatcan be used to quickly dial others byname or send them a message.Additionally, it gives an online overviewof the selected telephone extensions –your “buddies”. Up to 80 users can beshown or even more, depending on thecommunication system used. You canfirst see whether these partners arepresent and whether they are free,busy, ringing, diverted or on hold. Ifthey were absent, you could also seecoming-back information. Settingabsence information or activating/deac-tivating call diversions for colleagues isan easy process.

A single mouse click allows calls to col-leagues to be easily picked up and apop up notification can be configuredto supervise the extensions. The exten-sions displayed in the Busy Lamp Fieldcan be freely selected by the user, anddetails configured to create flexible, effi-cient work group communications – forseveral sites if necessary.

SecuritySecurity is an important issue which isdealt with thoroughly. To give just a fewof the many examples of securitymeasures employed in the area ofgroup collaboration, the display andcall-control of colleagues is passwordprotected. Call number information forcolleagues and personal phone-bookdata are also protected to ensure priva-cy. In general the access to any phoneis protected on several levels.

Integration with other software and data

BackStage has the ability to addtelephony functions into other softwareso that users can dial directly fromWindows-based office applicationssuch as MS Outlook, Excel, Word andAccess. “Hotkey” dialing from webpages is also possible.

Innovative interfaces with web servicesare in line with latest market trends. Anexample of use would be name identifi-cation or screen pop-up of a web con-tact window when a call comes in.

BackStage provides a wide range ofscreen pop interfaces, which can con-nect, for instance, to customer data-bases. This means that when calls aremade or received, information aboutthe caller such as name, sales history,address and other notes, automaticallyappear on the screen.

This greatly increases efficiency andcustomer service. Virtually everyWindows-based application can beused with BackStage in this way with avery simple initial configuration. Thereare many interface options, forinstance, direct MS Outlook integra-tion, LDAP, Dynamic Data Exchange(DDE) and scripting. The screen popsupport of contact notes from Outlookis especially easy to configure with onemouse click since only the desiredcontact folder has to be selected.

The strong connection with MSOutlook is a good example of theimportance of integrating into a cus-tomer’s existing standard infrastructure.It is completed by a special speed-increased name search from Contactsand it links voice and data-communi-cation. An additional direct MS Outlookplug-in from BackStage offers businessdial support, send SMS, Profiles basedon Calendar appointments, like auto-matic diversions when in a meeting orthe scheduling of calls.

The Migration Path forEffective Communications

Start Calling via PCHarnessing the combined power ofthe PC and the telephone begins withthe ability to make calls from standardapplications, such as MS Outlook.With BackStage´s Hotkey dialing sup-port or plug-in this is made easy.

Adding value for enterprise useBackStage makes integration withother business software not only pos-sible, but also easy. A wide range ofdata integration support is offered,from screen pop-ups to caller namedisplay. With a user-friendly interface,a flexible and efficient working environ-ment is created, from basic support tofull use scenarios, expanding to thefull benefits of Computer Telephony, IPand mobility applications.

Integrating Other SoftwareThe wide range of industry standardinterfaces offered by Ericsson’sComputer Telephony platforms andBackStage, enables further special-ized applications to be added. Thismeans that, no matter how specificyour requirements are, you can easilycomplement the solution you chooseby integrating with Ericsson´s commu-nication systems and its applications.

Growing with EricssonThe solutions for effective communica-tions are flexible in terms of configura-tion scenarios, derived key functionsand size. It is easy to add solutionsand further benefits to the communi-cation system as the business devel-ops.

Seeing is believingTake a look at the open trial offer andthe reference user offer.

Efficiency for mobile use.Support your DECT Phone orMobile Extension with data inte-gration by Pocket PCs – ormake your phone-enabled PDAto your advanced businessphone.

BackStage @ BusinessPhone BackStage @ MD EvolutionComputer Telephony via LAN/IP (BusinessLink or C-Link)--> either with digital, analog, IP-, DECT-phones or mobile extensions--> or directly as Voice over IP client

Call Management

Basic single calls (Like dial, answer; to/from any type of extensions - including IP. Handsfree dialing and free speaking on system phones. Number presentation) • •

Multiple calls; Hold, Transfer, Conference • •

Diversion • •

Callback • •

Camp on •

Intrusion •

Pick up • •

Deflection • •

Tone dialing (DTMF) • •

Advanced prefix dialing and number treatment (including automatic handling for emergency numbers and configuration codes) • •

Audio signals (e.g. PC ringing) • •

IP Telephony

Voice over IP • •

Video over IP (1 - 3 video windows) • •

Speech Interaction

Text to Speech (spoken name IDs) • •

Voice Dialing (Speech Recognition) • •

Integration with Voice Messaging and Unified Messaging

Oneclick mailbox settings (like personal greetings) •

Message Waiting Indication • •

Message Overview (Including status new - heard - stored. Message date and time) • •

Number- and Name information (from various data interfaces, like integrated directories, Outlook and company databases via LDAP) • •

Oneclick message retrieval on any extension phone • •

Oneclick message retrieval on computer • •

Direct click to dial the message sender • •

Integrated Instant Text- and Callback Messaging, Absence Info •

Recording •

Mobile Messaging Services

Send SMS • •

Message Waiting SMS, ...for new voice messages • •

…including enhanced name identification • •

…including forwarded voice messages, call me- and instant text messages •

…Presence based activation • •

SMS Meeting Reminder (MS Outlook integration) • •

Synchronization of sent and received messages to Journal (--> fast direct message overview) • •

SMS Services via Mobile Phone-, FCT-, or smtp/web Gateway • •

Personal Tools

Phonebook (including Search and Dial) • •

Journal --> unified overview on multi-media communicationincluding call log (missed calls, last dialed), voice messages, SMS (sent and received) • •

...including instant text messages (sent and received) •

Name Dial Buttons and Function Keys • •

Communication Profiles and Routing

Routing - based on calling number or area code • •

Routing - based on VIP code •

Function scheduling (Like diversions and info. Any function codes, like day / night switch. Call scheduling). • •

Time- and date based activation, presence based activation • •

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BackStage 7.0:Functions and user scenarios.

7

BackStage @ BusinessPhone BackStage @ MD EvolutionComputer Telephony via LAN/IP (BusinessLink or C-Link)--> either with digital, analog, IP-, DECT-phones or mobile extensions--> or directly as Voice over IP client

Group Collaboration Tools. The Busy Lamp Field (Buddy Field)

Online Presence status, …info logged on / off • •

…absence info •

Online phone status • •

Oneclick-pickup (including notification) • •

Set diversions • •

Set absence info •

Oneclick-dial and fast SMS sending • •

Fast Instant Message sending •

Multi-site support • •

Support of Call Center services: ACD group selection, Logon / Logoff, Clerical, Pause •

Application and data integration

Hotkey dialing from any other application • •

Integration window (e.g. to integrate web directory) • •

Name identification and pop-up from web services • •

Automatic name identification and presentation (from PBX directories and Phonebooks, from MS Outlook or Lotus Notes, from "any" databases) • •

Screen pop interfaces (MS Word, Excel, Access and "any" databases) • •

DDE- and Scripting interfaces • •

LDAP interfaces • •

Easy data log for Call Accounting •

MS Outlook Integration and MS Outlook Plug In

Screen pop Contacts • •

Speed increased name search from MS Contacts • •

Direct link from Communication Journal to open email-reply and Contact (--> multi-media communication) • •

Mail notification on missed calls • •

Business Dial support (including automatic number search) • •

Send SMS (including automatic number search) • •

Appointment based profile, ... diversion • •

...function scheduling (like day / night switch) • •

...info text message (like absence info) •

Automatic call scheduling • •

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Examples for effectivecommunication functions:Mobile Messaging frombusiness mailbox orbased on MS Calendarappointments. Outlookintegration. Easy CallProfile setting.

User scenarios with special Mobility and Flexibility

Provision of personal user settings at any workplace of choice

Free workplace choice with Voice over IP

Full support for Mobile Extensions

Full support for DECT phones

Terminal Server / Client Support. Citrix Support

Special support for mobile devices, like Pocket PC´s

Access via web browser

• Supported (functions always refer to latest versions of involved products / solutions)

• Supported, but depending on setup (or part functions)

For detailed functions (including setup, explaination of part functions, detailed functions for Terminal Server environment etc.) please refer to user documentation or technical documentation.

BackStage 7.0: Configuration requirements

PC requirements

EuropeEricsson EnterpriseAvenue du Bourget 44 BourgetlaanB-1130 BrusselsBELGIUMPhone: +32 2 745 12 11enterprise.europe@ericsson.com

Central Europe, Middle East &Africa (CEMA)Ericsson EnterpriseLM Ericssons väg 8126 25 StockholmSWEDENPhone: +46 8 568 67 000enterprise.cema@ericsson.com

Asia PacificEricsson Enterprise3420 Persiaran Sepang63000 CyberjayaSelangor Darul EhsanMALAYSIAPhone: +60 3 8314 6000enterprise.asiapacific@ericsson.com

AmericasEricsson Enterprise6300 Legacy DrivePlano TX 75024USAenterprise.americas@ericsson.com

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Visit us on our websitewww.ericsson.com/enterprise

Produced in September 2004EN/LZT 102 3493 RF© Ericsson Enterprise AB 2004

NordicEricsson EnterpriseLM Ericssons väg 8SE-126 25 StockholmSWEDENPhone: +46 8 568 67 000enterprise.nordic@ericsson.com

BackStage @ BusinessPhone BackStage @ MD Evolution Terminal ServerEnvironment

System set-up Computer Telephony via Voice over IP and Computer Telephony Voice over IP andLAN/IP (BusinessLink) Computer Telephony via LAN/IP (C-Link) Computer Telephony

Communication Platforms BP 6.0, 7.0 MDE R6.0C or higher MDE 7.0 or higher same as ComputerTelephony via LAN

IPU (optional, for direct IP IPU MDE-XL: SMV or EMVconnection instead of V.24) MDE-M: CMV

Licenses BackStage: WIBU key or BusinessPhone BackStage: WIBU keyBackStage license

BusinessPhone: BusinessPhone: MD Evolution:CT License IPU License CT LicenseUM License (optional) CT License

UM License (optional)

Communication Links BusinessLink 3.0 or higher C-Link 1.0.8 or higher

Telephones Digital system phones. PC. Micro/speaker Digital system phones. PC. Micro/speakerCordless, analog and or headset. Full Cordless, analog and IP or headset. Full IP phones. Mobile duplex soundcard. phones. Extensions. duplex soundcard.Extensions. IP softclients. Webcam (optional). IP softclients. Webcam (optional).

System Capacity according to BP (80 users per system) according to MDE

Processor CT Server, Clients / BS Server, Clients: 350 MHz according to number of users

RAM CT Server, Clients / BS Server, Clients: (128) 256 MB typical 10 MB / user

Free harddisk space CT Server, Clients / BS Server, Clients: 100 MB typical 2 MB / user

Supported CT Server: Win 2000, 2003 Terminal Server: Winoperating systems* BS Server: Win 2000, 2003 + .net Framework 1.1 2000, 2003. Citrix.

BS Clients: Win 95, BS Clients: BS Clients: Win BS Clients: User Access Devices: 98, NT 4.0, ME, Win 2000, XP 95, 98, NT 4.0, Win 2000, XP various platform support2000, XP ME, 2000, XP (according to Terminal

Server specification)

Applications MS Office 2000, XP, 2003 inluding respective MS Outlook versions. MS Internet Explorer 5.0 SP2 or higher.

Interfaces CT Server: IP connection, 1 free serial port in case of V.24 connection to PBX same as Computer BS Server: IP connection, 1 free serial or USB port when using the GSM SMS Telephony via LANGateway function (optional) BS Clients: IP connection

SMS Gateway (optional) Any GSM mobile phone or FCT unit which supports the AT modem command set according to ETSI standard GSM 07.05 + a serial or USB connection to a PC

* Please check Microsoft support for earlier operating systems