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New Gateway from Zeacom Enables Integration of Avaya, Zeacom Systems with Microsoft OCS


TMCnews Featured Article

November 11, 2009

New Gateway from Zeacom Enables Integration of Avaya, Zeacom Systems with Microsoft OCS

By Patrick Barnard, Group Managing Editor, TMCnet

Call center software provider Zeacom -- a certified Avaya DevConnect Partner -- now offers a direct gateway for Avaya IP Office and Communications Manager users to Microsoft (News - Alert) Office Communications Server (OCS) 2007 R2.

So, for example, if you are running an Avaya IP PBX for corporate-wide telephony, and Zeacom ZCC in your call center, you can integrate both those systems with Microsoft OCS 2007 and pick and choose the features and capabilities you want from each system – whether it be presence, conferencing, mobility, single-click access to voicemail, or process automation. What’s more, you can customize the UC features and functionality available to each department or user in your organization.

Zeacom claims with its new gateway for Microsoft OCS, organizations can integrate and enhance Microsoft Office Communicator and the desktop phone in two important ways: First, users can have full desk phone features and functionality from Communicator; second, they extend Communicator’s “presence” capability to other systems and applications.

The gateway acts as the "click-to-dial" link between the telephony platform and Microsoft OCS. All a user has to do is click a contact in MS Office Communicator or any Microsoft Office application, such as Outlook or Sharepoint, to initiate a call from the desk phone. (Note: Microsoft OCS "click-to-dial" functionality is only available with a PBX (News - Alert) or third party gateway, such as ZCC OCS Gateway.)

As such, the gateway breathes new life into business communications by extending the telephone's reach to the desktop and vice versa.

OCS Gateway Presence Integration uses MS Active Directory to provide interoperability between Communicator and Zeacom's CTI (News - Alert) apps for the contact center, operator and enterprise. All users on site will be OCS Communicator users, able to view basic OCS presence.

OCS Presence Integration means an organization can combine Zeacom applications for specialized users with the more standard Communicator applications, enabling full presence visibility throughout the business, while at the same time providing the best tool for the job for each user.

This announcement will be of interest to organizations that need more than just a generic “one size fits all” Communicator client. Specialized tools are required for complex networks and call configurations, communications-enabled business processes, contact centers, operators and other key business functions.

It will also be of interest to companies looking to maximize the investment in their current telephony infrastructure and equipment, as it will enable them to cost effectively extend the phone system’s basic operation to the PC desktop, and provides the essential UC tools that are missing in the communications framework. Thus it eliminates the need to rip out or replace existing telephone system in order to achieve the latest and greatest UC functionality.

Zeacom announced Service Pack 3 for ZCC Version 5.0 in August. The new version provides interoperability with Microsoft OCS – which means customers can protect current investments in their PBX, and incorporate OCS into their UC solution as they see fit. Businesses have a choice to create additional synergies, as they enjoy the confidence in Microsoft’s global performance along with ZCC’s proven telephony enhancement expertise and advanced UC features.

The updated version of ZCC also includes a new Executive Mobile module that lets corporate workers easily synchronize their desktop/desk phone with their mobile devices, including the BlackBerry (News - Alert) and Microsoft Windows Mobile smartphones. This way, mobile workers can access the corporate directory and view the presence, or availability status, of others on the network, including other mobile workers. In addition they can manage their own presence, indicating, for example, whether they are “away;” “available;” only available to certain users; or only available through specified modes of contact, such as email, chat or phone.
For additional information on how to integrate Microsoft OCS and Zeacom ZCC seamlessly with an Avaya (News - Alert) phone system, including a free white paper, click here.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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