Session Abstracts
= full presentation available for download in PDF Format.
Download a free copy of Adobe Acrobat Reader
NOTE: Only those submitted to JUST-US Headquarters are listed.
FREE BCR Certification Seminar
VoIP Security: Behind the Firewall
BCR Instructor: Gary Audin, President, Delphi, Inc.
Sunday, May 15, 7:45am - 11:45am or 12:30pm - 4:30pm (repeat of morning session)
Osceola 4
Session subtopics covered in this seminar include:
- Security Behind the Firewall
- VoIP as an Application
- Internal Network Vulnerabilities
- Securing the Phone
- Securing the Call Server
- Where are the Firewalls?
- Security Recommendation
return to the top of the page
Siemens-sponsored Sunday Educational Sessions
Siemens Education: Basic ACD Configuration in HiPath 4000 and Hicom 300
Nancy Collins, Siemens Education, Siemens
Sunday, May 15, 7:45am - 11:45am
Osceola 5
This tutorial will provide the information necessary for an ACD Supervisor or System Administrator to identify the ACD databases that route calls from the HiPath 4000 or Hicom 300 to HiPath ProCenter 5.1 and HiPath ProCenter Agile. Additions, changes and deletions using ACD administrator or Composer will be demonstrated. Attendance to this session is recommended for attending Siemens Education's session CU185 HiPath ProCenter Agile.
Course Objectives
Upon completion of this course, you will be able to:
- Identify the call process in the HiPath 4000 and Hicom 300
- Identify the databases used for adds and changes using ACD Administrator and Composer
- Identify the differences between ACD Administrator and Composer
This Siemens Education course is fast paced and will allow little time for specific application questions. The instructor will be available after the session to answer these types of questions.
Siemens Education: Certificate Course for ACD Configuration in HiPath 4000 and Hicom 300
Nancy Collins, Siemens Education, Siemens
Sunday, May 15, 12:30pm - 4:30pm
Osceola 5
After attending the Basic ADC Configuration in HiPath 4000 and Hicom 300 session, continue your education in this afternoon certificate session. This session will provide the ACD Supervisor or System Administrator with exercises both written and hands on for using the Composer or ACD Administrator. An overview of the call process for HiPath ProCenter 5.1 and HiPath ProCenter Agile also will be provided. A certification of completion will be distributed after the session.
Course Objectives
Upon completion of this course, you will be able to:
- Configure a simple ACD application
- Identify the configuration for routing calls to HiPath ProCenter
- Identify the call flow for HiPath ProCenter 5.1 Entry, Standard and Advanced
- Identify the call flow for HiPath ProCenter Agile 6.0
This Siemens Education course is fast paced and will allow little time for specific application questions. The instructor will be available after the session to answer these types of questions.
Attendance in both the morning Basic ACD and this afternoon Advanced ACD sessions will satisfy the pre-requisite requirements of Siemens Education's sessions SVUACDADM or CU46 or SVU47a for CU85 HiPath ProCenter 5.1 (a $1,124 value).
return to the top of the page
Siemens-Sponsored HiPath 4000 ANI/DNIS Overview Session
Nancy Collins, Siemens Education, Siemens
Monday, May 16, 10:30am - 12:30pm and 4:00 - 6:00pm
Tuesday, May 17, 2:00pm - 4:00pm and 4:30pm - 6:30pm
Wednesday, May 18, 8:00am - 10:00am
Osceola 3
This free two-hour ANI/DNIS self-paced training course (valued at $281) provides basic instructions on Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS) operation on the HiPath 4000. It covers call processing examples and configuration requirements for DNIS routing over T1 and ISDN trunks and ANI routing over ISDN trunks. This course also identifies the configuration AMOs. HiPath 4000 configuration knowledge is recommended. Attendance in this course will satisfy the pre-requisite requirements of Siemens Education's session SVU219A - Advanced HiPath 4000 Customer Administration.
Course Objectives
- Define Automatic Number Identification (ANI) and describe a typical ANI call flow
- Define Dialed Number Identification Service (DNIS) and describe a typical DNIS call flow
- Trace a DNIS call process routing over T1 and ISDN
- Trace an ANI call process routing over ISDN
- Trace an ANI/DNIS call process routing over ISDN
- Trace an internal DNIS call process
- Recognize the configuration order for a DNIS call over T1 and ISDN
- Recognize the configuration order for the ANI call over ISDN
- Recognize the configuration order for an ANI/DNIS call over ISDN
- Recognize the configuration order for an internal DNIS call
return to the top of the page
Siemens-Sponsored Introduction to Siemens Education NETg Courses
Nancy Collins, Siemens Education, Siemens
Monday, May 16, 10:30am - 12:30pm and 4:00 - 6:00pm
Tuesday, May 17, 2:00pm - 4:00pm and 4:30pm - 6:30pm
Wednesday, May 18, 8:00am - 10:00am
Osceola 3
Siemens has partnered with an industry leader in Web-based training, Thomson NETg, to provide online courseware, books and mentoring. These products cover general fundamental skills.
Please take a few moments to stop by and discover the many year-round educational opportunities available from NETg and Siemens Education.
Sample subjects include:
- Business Skills
- General Technologies (eCommerce, etc.)
- IT Training
- Information Security
- Leadership Development
- Programming
- Project Management
- Sales
- SAP
- Software Applications
- Telecommunications
return to the top of the page
Track #1: IP Technology
This track focuses on the practicalities of integrating and/or upgrading legacy PBXs to take advantage of the latest technical innovations while at the same time effectively managing your existing investment. Emphasis will be placed on deployment strategies for upgrading your network, selecting the appropriate system(s) for your business and leveraging the latest enhancements in VoIP. This track also gives a general overview of means and methods to successfully secure a VoIP solution and prepare for disaster recovery.
Brad Chapin, Siemens
Osceola 4
This session provides an overview of different types of telephony system failures and explains solutions on how to protect against outages with practical examples. The following failures and recovery methods will be discussed: Complete System Outages (Disasters), Subsystem Failures, HW Failures (power, processors, peripheral cards, hard disks, GWs), SW Failures, and IP Infrastructure Failures. This presentation will not cover how to improve resiliency and availability of IP infrastructures, only the business effects of resiliency & availability. Also, a discussion on how to recover from IP infrastructure failures will be included.
John Roese, Enterasys Networks
Osceola 4
IP attacks are on the rise, whether attacking the edge of your network or emanating from within your network. This session focuses on protecting your IP infrastructure while defining areas of concern, mitigating the effects of attack using security policies, IDS, IPS, and mitigating the ripple effects of a data-borne virus or worm on your VoIP system.
Security of VoIP Communications in Enterprise Networks
Marco Genoni, M5T
Osceola 4
As VoIP inherits IP characteristics, VoIP also shares IP threats. In addition to these threats, VoIP introduces new security issues related to the specialized protocols in use. Mobile intelligent end-points make network perimeters harder to define and to secure. Therefore, devices must be responsible for their own security, the security of the services they offer, and their collaboration with other entities of the network. The number one responsibility for any device is to authenticate, but strong encryption of media also is important to protect the enterprise’s communications from an inside intentional attack or accidental error. To reach the required level of security, every device must be based on flexible software modules that integrate strong crypto algorithms that enable the protection of every protocol involved in the communication path.
Larry Gary, Siemens
Osceola 4
Is one phone number becoming a reality? Come hear about the latest innovations and trends in IP phones, softclients, wireless phones including PDAs with WiFi (802.11b/g) options and GSM. Understand the business benefit of portals--both from an end-user and enterprise perspective. This session also will include an in-depth overview of the new optiPoint 420 self labeling family of IP phones and optiPocket, Siemens new PDA SoftClient. Expect to learn how desktop technology is changing to make end users more productive and drive down OpEx and CapEx expenses for the enterprise.
Ralph Riley, Siemens
Osceola 4
This session covers new approaches to deploying and managing enterprise communication systems. IP offers new opportunities to deploy and manage effective communications. New solutions being offered by the market will deliver improved function and TCO by breaking old PBX paradigms. The result is a changing landscape of choices for deployment, management and end user value. Included in the discussion will be how new architectures change how enterprises build and support communications solutions; how horizontal product strategies follow the IT example to provide unique advantage for communication function and TCO; and how new standards and resulting solutions will affect how enterprises build and manage communications systems as an integrated part of our business processes – rather than as a standalone tool.
Grace Tiscareno-Sato, Siemens
Osceola A
The right technology in the hands of high value teams creates a strong competitive advantage. Mobility devices and applications used by today's mobile workers evolve to provide speech-enabled, real-time, presence-aware connectivity to colleagues and data in/outside the enterprise. Application integration is real--bringing greater operational consistency in-house, while enhancing the mobile workers' toolbox. The implications for greater business value are tremendous--no longer must geography dictate the pace of productivity. Time zones and locations no longer need impede workflow. Project teams get to market faster, achieving top line revenue benefits. Operating expenses are reduced as unproductive communications attempts are eliminated.
Jens Amail, Siemens
Osceola 4
Are you aware of the extensive impact, real-time communication solutions can have on your business? Do you know in which areas of your company you can generate an instant ROI? Do you want to be sure that the business potential of IP solutions is realized effectively and veritably? This session will offer you an overview of how Professional Services can realize competitive advantages in your organization based on a proven methodology – from reducing cost, managing risks and increasing flexibility, to growing your business.
return to the top of the page
Track #2: Managing Your Call Center
This track provides simple to understand, yet easy to implement advanced customer interaction solutions that deliver exceptional business value and educate you on rich features that transform your call center into a full multimedia contact center.
Darlene Robinson, Siemens
Osceola 5
Siemens was the first in the industry to deliver presence-based desktop applications with our HiPath ProCenter solutions portfolio, offering a variety of unique productivity tools used by contact center resources and employees throughout the Enterprise to improve real-time customer interaction. This session will provide a complete overview and highlight customer examples of these Siemens and business partner offerings. Through interactive demonstrations, you'll easily see the efficiency improvements, significant business value and positive results these offerings can enable in your business.
VoIP: Reaching the Full Potential of Your Multi-Site Contact Center
Don Van Doren, Vanguard Communications
Osceola 5
VoIP and IP Telephony are now widely acknowledged to be the foundation for future contact center telephony. Virtually every vendor is focusing its R&D spending on migrating to an IP-based architecture, and almost every company that uses telephony equipment will be making this transition at some point. The key questions are: When?, How? and Why? Join our session to get the answers.
Ed Kawecki, NICE Systems
Osceola 5
Every day while speaking with your call center agents, customers reveal valuable insights regarding products, services and market position. Although voice recording has been available to capture these customer words, leveraging these insights was largely a manual, time intensive process until recently. In this session you will learn how new technology can automate the process of extracting insights from the many interactions that take place in your customer servicing operations. Through a series of use cases and examples, takeaways from this session include technology developments that make speech analytics ready for prime time and why Interaction Analysis means more then just picking out key words and phrases.
HiPath ProCenter Solution Update
Darlene Robinson, Siemens
Osceola 5
For 2005, Siemens intends to continue to expand customer interaction and eCRM offerings with innovative enhancements to the HiPath ProCenter solutions portfolio. This session will provide rich details about new releases, including HiPath ProCenter Compact V2 and highlights of HiPath ProCenter Agile and HiPath ProCenter Suites V6.5. A complete review of the application landscape, product roadmap and future directions for Siemens core solutions and business partner offerings in the portfolio will be provided.
Mel Carter, Amtelco
Osceola 5
This presentation will cover the aspects of what Emergency Notifications can do for your business. Benefits will be stressed and ways to sell this to management also will be covered. What an Emergency Notification should do for you will be covered in detail. This should be an excellent forum for companies who are researching these types of systems or business that have this need.
Marsha Roach, Siemens
Osceola 5
Are your customers demanding alternative channels of access to your contact center agents? Implemented inbound skills-based routing and reporting in your contact center and now need to enable integrated outbound, email or Web interactions? Thought about -- where to start, how to manage it, how to make the transition less stressful for your agents, or where’s the ROI? This session could be just what you need. Trends, directions and results of implementing a true multi-media contact center through customer examples that illustrate a practical and logical path to "contact center convergence" will be reviewed.
Gayle Mueller and Elwyn Hull, University of Texas Southwestern Medical Center at Dallas
Osceola 5
Attendees will be walked through the clinical call center design with its intervoice IVR front end and ProCenter Advanced ACD capabilities. In-depth discussion will revolve around ProCenter's capabilities and how it is meeting the needs of the UT Southwestern clinics. "Lessons Learned" and "Tricks of the Trade" also will be discussed.
Bill Durr, Blue Pumpkin, a Witness Systems Company
Osceola 4
This session identifies the functional elements of a workforce optimization initiative and discusses the synergies that emerge from the interoperability of the components. For example, the session will demonstrate how long-range planning, hiring/training, forecasting, scheduling, and performance management combine to focus front-line management on coaching and agent development and instill accountability and ownership for performance among the agent team. The session also will address whether organizations should pursue a "best in breed" vs. a software suite acquisition strategy and the pros and cons of each choice.
Kish Dill, Siemens
Osceola A
Is your Contact Center operating as effectively and efficiently as possible? Has your Contact Center gone through major changes recently? Do you need help to re-design your call routing based on new customers or new requirements? This session will offer you an overview of how you can use Professional Services to help you make the most of your call center--with services ranging from complete design and installation to minor design and performance reviews. In addition, critical success factors for a great services project, including how to mitigate and manage risk will be covered.
return to the top of the page
Track #3: Making Wireless Technology Work for You
Maximize your business opportunities with Wireless Technology. Attendees receive valuable information on wireless phone trends and best practice management to reduce costs on wireless devices. Topics include growth rates, specific billing error identification, and bill complaint resolution strategies, as well as Federal and State statistics on cell phone vendor performance.
Al Baker, Siemens
Osceola A
Enterprises today are deploying wireless technologies and adopting Wireless Local Area Network (WLAN) architectures to support employees who are working: at the office, on the road or at home. This session will show how the combination of enterprise WLAN, Wireless Devices and HiPath ProCenter’s Presence and Collaboration tools can enable agents to access the full expertise available within the enterprise: knowledge workers, technical experts, back-office personnel, and managers. Enterprise experts can be accessible to collaborate on immediate and critical customer issues as they arise. The results: higher first-call resolution, more efficient internal operations and stronger customer relationships.
John Mielko and Larry Gary, Siemens
Osceola A
Is the wireless Enterprise finally here? Do you need to determine if WiFi is right for your Enterprise? This session will cover your wireless options for both voice and data. Hear about Siemens broad range of WLAN support and our newest wireless company. Plus, you will come to understand the flexibility of the Siemens products and learn about Siemens WiFi phones. Also, see our newest SoftClient for the PDA that is supported on devices with WiFi, GSM and Bluetooth.
Joan Kratz, BellSouth Corporation
Osceola A
Convergence has grown to mean much more than bundling voice and data. The pace of technology evolution in the enterprise market is driving carriers and vendors to develop wireless/wireline solutions. As these services are brought to market, enterprise mobility and productivity will have expanded bounds. Come learn about the trends driving these changes and the products that are lining up to serve the market.
John Mielko, Siemens
Osceola 6
This session will provide an overview of the requirements and challenges for enabling WLAN for Voice.
Frank Romeo, Siemens
Osceola A
This session will give a brief overview of the history and evolution of wireless technologies to date, with an emphasis on how these technologies can be deployed in a variety of industries to add value to the organization. Improvements in costs, workflows, performance, enhanced functionality to end-users, security, inventory control, identity management, asset tracking, and information access will be discussed, especially within the context of different vertical markets. Best practice case studies and usage scenarios in Retail, Education and Healthcare also will be highlighted.
Alex Cloth, SpectraLink Corp.
Osceola 6
This session will provide an overview of Wi-Fi wireless LAN technology, emphasizing issues relating to wireless voice applications, such as quality of service, security and scalability. Emerging wireless standards and their impact on performance and interoperability will be discussed. Target applications and cost justification of wireless VoIP will be presented with actual customer case studies. Finally, deployment issues, including cost, performance, telephone system integration, and network requirements will be discussed.
Jim Trischitta, Parlance Corporation
Osceola 6
Users will gain an in-depth understanding of how / if their organizations will benefit from speech recognition. We'll provide several "before and after" scenarios of how Siemens users are utilizing the technology and walk-through the implementation processes including realizing the issues, creating a plan, installation, benefits realized, and lessons learned. There are on-going maintenance practices that must be implemented to ensure system performance and usage rates and user satisfaction. We will provide insight regarding one of telephony's "hot topics" Managed Service vs. Tool Kit?
return to the top of the page
Track #4: General/Best Practices
This track discusses best practices that can contribute to improving your business processes and costs. The focus is on managing the components of your solutions and also managing the infrastructure which supports the solution, helping you to meet your current and future requirements. Armed with this information, you can continually improve and expand your current service delivery offerings to provide the flexibility you need in today's fluid environment.
Jim Dennis, Siemens
Osceola 6
Issue: Declining IT budgets and resources, increasing user demand - How to get scarce dollars for your IT/Telecom project? This session will provide a discussion on the specific steps/process that a Telecom or IT Manager should take to develop a proposal to sell a technology solution to senior management.
Tame and Cable: Yes, Those Words Can Go Together!
Rick Tillotson, Texas Association of School Boards (TASB)
Osceola A
Whether you are on a legacy platform or IP, keeping good records on your voice and data cabling infrastructure is a nightmare! TASB finally conquered the beast with a new cable management module from MTS IntegraTRAK. Moves are so much easier, and trouble-shooting is less painful with easy-to-keep, easy-to-use records at our fingertips. How did we do it? Come hear us and find out! A demo of our site is planned.
Sam Shiels, SJS Consulting, Inc
Osceola 6
Most telephone system owners take a 911 set up for granted. They allow the carrier to ‘take care of it.’ At least 20% of all phone numbers in the database have incorrect information. On large campuses how do the First Responders know where to go? How can you help with this when seconds are life saving? How do you identify where the IP phone is and how to tell the First Responders where to go? This session will explain.
Susan Fjelstad, Nebraska Furniture Mart, and Marion Mallori, Siemens
Osceola A
Want to know how decisions are made inside Siemens on software/feature content and how you can be a part of the process? Attend this informative session to find out how JUST-US members can influence enhancement of current products and the development of future products.
Bill Rasmussen, Tribune Company
Osceola 6
Discover the hidden savings that may exist in your voice networks. Additional advantages of understanding the dynamics of voice traffic will be demonstrated in this session. Analysis gathered from TDM traffic can be invaluable in planning for VoIP deployment. Detailed knowledge of actual voice traffic is invaluable in crafting competitive master service agreements and MARC's with your carriers.
Gary Eckert, Telytics, Inc.
Osceola 4
Learn the key elements to a successful telecom contract negotiation process. See an optimum timeline for getting the best results. Discover why there is a lot more to the process than just just getting good rates.
Elwyn Hull, University of Texas Southwestern Medical Center at Dallas
Osceola 6
UT Southwestern will discuss their experience in adding Xpressions to their Telecommunications system. Specific discussion will center around the differences between PhoneMail and Xpressions and the added capabilities of Xpressions. UT Southwestern also will discuss "lessons learned" and "pitfalls to avoid."
Dave Ellebrecht, Siemens, and Deborah Carter, TransUnion Corporation
Osceola 4
Hear what is new with Siemens Services, including updates on Lifecycle, managed and professional services offerings.
Empowering Company Operators
Lalo Aldape, Texas Association of School Boards (TASB)
Osceola 6
Hundreds of thousands of calls and only three operators; TASB was being overwhelmed! TASB decided to go with SDC's IntelliDesk solution in January 2005. Did it work? What problems did it solve? How did TASB prepare and train for the new technology? What was involved in moving to the new data base and maintaining it now? Come to this session to find out.
Joan Kratz, BellSouth Corporation
Osceola A
The definition of Business Continuity has broaden to mean more than circuit redundancy. Are you prepared to protect your corporate resource? Do you have plans in place to manage regulatory compliance, to ensure high availability or back-up facilities? Don't miss this session on important disaster recovery planning.
Thomas Kautenberger, Siemens
Osceola 6
What are the elements of a holistic security solution? What are the keys to a successful project? How can you avoid the most common pitfalls? You are hearing about so many different security risks, but where do you start? This session will answer these questions and discuss how a holistic approach to security can increase return on investment while improving security and providing an enabling platform for future business initiatives.
Joe Estes and Adam Marlin, Siemens
Osceola 5
Review of how presence-based communications solutions are transforming the collaboration marketplace and driving real productivity and cost improvements into native business processes. Understand how Siemens and real Siemens customers are evaluating these software tools to drive ROI--communicated differently throughout the enterprise. Understand how simplicity and open-standards is transforming not only the telecommunications industry but how people work in their day-to-day environments with Microsoft, Siebel, SAP, IBM, and others.
Fresh Experience with Xpressions 4.0
Rick Tillotson, Texas Association of School Boards (TASB)
Osceola 5
Xpressions v4.0 is expected GA (general availability) 1Q2005; TASB is poised to be one of the first to go from v3.0 to v4.0 in April 2005. Fresh from a very recent upgrade to Xpressions v4.0, come hear about TASB's experiences. How did TASB prepare and execute this upgrade? How are end users reacting to the new tools? Are the single in-box and the text-to-speech tools working as advertised? Do mobile and remote workers really benefit from this technology? Did v4.0 solve any problems with v3.0?
return to the top of the page
Vendor Sessions
Monday, May 16, 4:15pm – 5:15pm
New for 2005! JUST-US Products & Services Showcase vendors will be conducting these hour-long presentations on Monday, dedicated to providing attendees with their company’s in-depth product and service information. View product demonstrations to help resolve your business problems, receive technical knowledge, and interact with the vendor.
Streamline Communications Via the Enterprise Directory
Craig Van Rossum, System Development Company of New Hampshire, Inc. (SDC)
Osceola 5
SDC, an industry leader and innovator of enterprise directory solutions for over 20 years, will illustrate the overall benefits of employing an enterprise directory solution and how it will positively impact communications across your calling community. Learn how to streamline communications between employees, customers and business partners alike by creating a central directory that is easily accessed from multiple points of entry, effortless to support and cost-effective to your bottom line.
Using Genesys to Increase First Call Resolution
Mike Moors, Genesys Telecommunications
Osceola 6
Genesys, a world leader in self and assisted service software for contact centers, will discuss how new generation of self service platforms, using advanced speech technologies, and integrations to the desktop can increase First Call Resolution, improve customer satisfaction and provide significant ROI. See how existing investments in Web self service can be leveraged to provide a more consistent customer experience across all channels. Demonstrations of an end-to-end call flow also will be provided.
Anne Coulombe, Enterasys Networks
Osceola A
Convergence is pervasive, thus it is important to consider the network infrastructure security issues and how to address these when deploying a converged voice, video and data network. Security threats can occur at the edge, distribution layer and at the core of the network where internal threats could be even more damaging than an external attack. Through these two case studies, learn about a unique cost effective approach to secure convergence, implementation lessons and the ultimate customer benefits realized by the security solutions they deployed.
Viswas Purani, American Power Conversion (APC)
Osceola 4
Voice-over-IP (VoIP) networks require careful planning, skilled internal experts and savvy partners. Without the proper physical infrastructure in place, you could wind up reducing the reliability and availability of your phone systems. Surely, you can't afford to leave your customers on hold-or disconnect them completely during a power outage. How can you avoid such setbacks? Attend this informative session from APC! You'll learn the challenges that arise to the network critical physical infrastructure and hear how savvy organizations are designing truly reliable and available Voice-over-IP systems. Don't risk a Voice-over-IP setback due to poorly designed network critical physical infrastructure. Join us for this session and you'll gain valuable insights to make your VoIP & IP telephony deployment successful.
return to the top of the page
