Nortel

Communication
Solutions
With Communication Server 1000 or Meridian 1

Business without boundaries

IP evolution or revolution. Now all options are open.

In association with
More power to you
Communication
for the way
your business
really works
 A converged communications
system could deliver:
• More effective team working
• Better customer service
• Better customer insight
• New efficiencies.
So what’s holding you back?

In the real world, there will be a
host of good answers to that
question, good reasons why you
might carry on with what you
have. But we have a solution that
will change your options.
Most businesses now face
unprecedented competitive
pressures. Customers are becoming
more demanding. They want more
for less. If you can’t meet their
demands, naturally they will look
elsewhere, and it’s never been
easier for them to find alternatives.
You need to find ways of doing
more, for less. You need to find
more efficient and effective ways of
working. You need to get closer to
your customers, ensuring that you
anticipate their future needs as well
as keeping them loyal right now.
And not least you need to ensure
they can contact you in the way
that suits them best, while keeping
tight control on your costs.
A converged network, integrating
voice and data communication
over a single infrastructure, can
help you resolve these conflicting
pressures. It will help your people
collaborate more effectively even in
dispersed teams; you should get
better-informed decisions, as well
as accelerated project delivery. It
will give you more flexibility in the
way you use resources, including
your capital. It will help you
integrate different customer
contact channels, supporting
joined-up service delivery and
enabling you to track demand
patterns as they develop.
The right communication and
network technology will support all
these ambitions. And it should offer a
robust platform for future innovation.
Whether you are equipping a
greenfield site or you have
substantial investment in a mix of
old and new systems: you’ll need a
practical solution that allows you to
maximise the value of your existing
resources while giving a clear
migration path to the advanced
functionality on which your future
competitiveness will depend.
In either case, working with Nortel
Communication Solutions, we can
build a converged network that
will develop in line with your wider
business plans.

Nortel Communication Solutions 1

What is it?
Nortel Communication Server 1000 (CS 1000) is
the next generation software platform that runs
both Meridian 1 and the fully featured, server
based CS 1000 IP PBX systems.
CS 1000 supports business-
enhancing applications such as
unified messaging, contact
centres, VoIP and wireless IP
telephony. If you have a Meridian
1, CS 1000 software offers a
flexible path to the benefits of IP
telephony. It is distributed over
LAN and WAN infrastructure and
introduces improved reliability
and resilience options.
It is your key to access the power of
convergence, built on the proven
track record of Meridian 1 and
superior IP capability of Succession
Enterprise. CS 1000 software offers
increased scalability for up to
100,000 users, and improved
reliability options, with the
capability to have fully duplicated
servers, locally or across the world,
ready to take over should a disaster
strike your main site.
By IP-enabling their head office Meridian and re-routing
calls via their existing data network, UnitedAgri Products
estimate savings of around £150,000 in local and national
call charges over three years
2 Nortel Communication Solutions
We’ll help you take the complexity
out of advanced network systems.
With CS 1000 you can cut through
the proliferation of networks and
interfaces that hamper the
implementation of future
technologies. You can cut the costs
of hardware duplication and reduce
the complexity of maintaining
multiple systems of varying
reliability, flexibility and scalability.
We deliver convergence through
these platforms and by migrating
traditional voice and data networks
onto a single, common, business
grade, internet protocol (IP)
infrastructure. Implementing
convergence demands
uncompromising commitment to
service covering the whole solution,
from the cabling under the floor to
the applications on the desktop,
throughout its life.
The Communication Solutions • products and services, from
portfolio from Nortel is a proven handsets to bundles to bespoke
technology from a world leader. BT solutions
has worked with Nortel for over
• managed services available as and
15 years, developing and delivering
when required, from assessment
its systems to thousands of
to consultancy to ongoing backup
customers, as well as in its own
network. With our own extensive
products, support and integration
“We were hoping to make a 20 per
services on hand, no one is better
cent return on the £1m we invested
equipped to help you realise the
in IP Telephony. We are already
benefits of a converged
exceeding that measure by so
communications solution.
much that we are no longer using
Our comprehensive and flexible it as a yardstick.”
service provision supports:
General Manager
• a single site or multinational Newcastle Building Society
multi-site set-up (and anything
in between)
• traditional voice, data and
integrated IP capabilities
What can it do for me?
Whatever the size, structure and nature of your business or the
state of your current capability, we can help.
• Greater customer satisfaction –
enabled through new convergence
capabilities such as text chat, and
Integrated Call Director’s one-
number-find-me, making it easy
for customers and colleagues to
reach the person they want,
wherever they are.
• Greater staff satisfaction – get
and retain better people, attracted
by the empowerment and flexibility
enabled by convergence, from hot-
desking to home and remote
working with our Home and Branch
Office solutions.
• Reduced costs – thanks to
simpler design, management and
maintenance of CS 1000 and
Meridian 1, with lower training
costs (reflecting system
simplification), lower
infrastructure costs (through
consolidated bandwidth and
efficient traffic prioritisation), and
lower call costs (through free
internal calls and increased use of
VoIP) – all helping you achieve
predictable, measurable return on
your investment.
• Enhanced productivity – greater
efficiency and teamwork, with the
full functionality offered by the
latest IP phones. Teams enjoy
easy-to-organise conference calls
with an Integrated Conference
Bridge, easy-to-contact team
members, and capabilities like
CallPilot’s unified messaging,
which directs emails, faxes and
voicemails to the same inbox
which can be managed in a more
effective way.
• Business continuity – with
inherently reliable hardware and
software, with enhanced
geographic redundancy options,
backed up by intelligent network
architecture with built-in
redundancy, ensuring that your
technology should not cut you off
from your customers.
• Total security – Contivity secure
VPN encryption keeps information
away from hackers and other
threats while making it available to
your people as and when they need
it, so they can deliver good service
to your customers and get more
out of their work in the process.
Whether you have 100 people or
100,000; whether you’re on a
single site or located around the
world; whether your customers
just want to use the phone or are
100 per cent internet-savvy –
wherever you’re headed, no
matter how fast you want to get
there, we can offer a solution and
migration path to convergence
that’s right for you.

“It’s reduced the waiting time for our customers calling

in, but the biggest benefit has been the reduction in
hours. From October 2001 until end July 2002 we have
used 11,000 hours less than the year before. When
this is combined with a 17 per cent increase in calls
answered for the same period, it really shows how much
more efficient we have become. In fact the system has
paid for itself within 10 months.”
IKEA

Nortel Communication Solutions 5

The complete solution
that grows with you

Whether you’re working from a greenfield site or face a web of legacy

systems you’ll need a communications solution with the power and
flexibility to support an optimised development path for your business.

2000 Series IP phones IP Softphone 2050 Mobile Voice Client 2050

Desktop options
M3900 Series Digital handsets WLAN 2210 and 2211 M3900 Series Digital handsets
Meridian 1 CS 1000 branch solutions Business Communications Manager Survivable Remote Gateway
Remote Office 9150 Media Gateway 1000B Meridian Mail Symposium
Remote and Branch office solutions
Contact Centre Server IP Softphone 2050 Mobile Voice Client 2050
Remote Gateway 9115 Contivity Secure IP Services Gateway Contvity 221 & 251 VPN switches

Homeworking
IP Softphone 2050 DECT Mobility Integrated Call Director Integrated Conference Bridge
Multimedia Communications Server 5100 CallPilot CallPilot Mini
Symposium Contact Centre Symposium Call Centre Server Symposium Express Call Centre
CS 1000M Working on the move
Symposium Web Centre Portal Nortel Communications Control Toolkit Symposium
TAPI 3.0, IVR-CTI (Computer Telephony Integration) products IP networking
BayStack Ethernet switches 1U Passport Multiservice WAN switches Passport
Improved efficiency applications
Contivity Secure IP Services Gateways Ipsec and SSL VPN firewall bandwidth management
encryption authentication data integrity
Mobile Voice Client 2050 M3900 Series Digital handsets Survivable Remote Gateway Meridian Mail
Contact centres
Contvity 221 & 251 VPN switches 2000 Series IP phones IP Softphone 2050
CS 1000S/E Integrated Conference Bridge Server Symposium Express Call Centre
Data solutions
CallPilot CallPilot Mini IP networking M3900 Series Digital handsets
Mobile Voice Client 2050 CS 1000 branch solutions Remote Office 9150 Media Gateway 1000B

6 Nortel Communication Solutions

 Vertex, the UK’s leading customer management company, has
deployed call centres on a single converged IP infrastructure,
giving a virtual capability anywhere in the UK. Customers’ calls
are now handled better, and operating costs in the centres are
down by up to 20%, with agents able to work flexible shift
patterns and even to handle calls from home.

Choose the route

You may want to test the water,
enabling selected applications on
your existing Meridian PBX, adding
others as you go. You may want to
try out IP telephony to assess how
its benefits can co-exist with
existing practices.
Or you may want a fully-featured
converged network capability
right now.
The flexibility of the Nortel
Communication Solutions portfolio
lets you enable exactly (and only)
the capabilities you want now,
with the potential to add more as
and when your needs change.
Start by choosing the route that’s
right for you:
• Convergence pilot or
incremental upgrades –
Meridian 1 is still available as a
traditional PBX switch and may
fully meet your current needs
while still offering the potential for
convergence whenever you’re
ready. When you want to test the
IP water, Meridian Integrated IP
Telephony can help – just slot in
IP trunk and line cards and the
switch is ready to go.
• Evolution to an IP PBX –
Your current Meridian 1 can be
adapted to become a fully
convergent network platform: the
latest software upgrade and the
addition of a signalling server
turns your current switch into a
Communication Server 1000M –
a PBX with an IP gateway capable
of serving up to 15,000 IP users
enjoying the most challenging
multimedia CRM and flexible
working initiatives.
• Add a new site, replace an
old switch or update your
infrastructure –
For the most advanced IP
capability, Communication Server
1000E is a 19” rack mounted
system that can offer virtually
unlimited IP function for up to
15,000 users on a single node, or
100,000 when networked
together. The similar CS 1000S
suits smaller sites of up to 1,000
IP users. Both have compelling
resilience options, with varying
levels of server and gateway
redundancy.
• Extend flexible working –
If you have established voice and
data networks and need to extend
flexible working to satellite offices
and outreach workers, CS 1000
software is the ideal choice for
your central HQ site, allowing
your teams to work closely
together whereever their
members are located.
Whichever route you choose, the
technology offers inherent
reliability, through the tried and
tested resilience of Meridian 1, and
through seamless backup facilities:
• campus redundancy – if the
original call processor fails, a
remote fibre connected
processor instantly takes over
• geographic redundancy – if a
catastrophe takes out an entire
site, a duplicate processing core
located anywhere on your WAN
takes over.
… two ways to ensure you can
continue to meet your customers'
needs making IP Telephony and
convergence even more reliable.

the next step…

Nortel Communication Solutions 7

Expand your options
Having chosen your route, the Nortel Communication Solutions
portfolio offers a comprehensive range of options, allowing you
to build a complete communication system tailored to the shape
of your organisation now, and one that can evolve with you.

Desktop options
Choose from a comprehensive range
of stylish, fully-featured IP phones
from the IP Phone 2000 series
desktop terminals with the IP
Softphone 2050, to Mobile Voice
Client 2050, WLAN 2210 and 2211,
all purpose-designed for VoIP (Voice
over Internet Protocol) with the
potential for toll-free calling over the
WAN. Or if you prefer traditional
handsets the best-selling digital
M3900 series is fully compatible
with the advanced Nortel platforms.
Remote and Branch office solutions
Could you benefit from the
sophistication of ‘head office”
capabilities at every level of your
organisation? CS 1000 makes it easy
with a range of branch solutions.
Business Communications Manager
with Survivable Remote Gateway
software, Remote Office 9150 and
Media Gateway 1000B extends high-
value CS 1000 functionality like Call
Pilot, Meridian Mail and Symposium
Contact Centre Server to remote
sites. Choose by number of users
and/or the need for digital or IP
functionality. Nortel Remote
Gateway 9150 suits branches using
up to 32 traditional digital phones.
The new Survivable Remote Gateway
lets CS 1000S, M or E users extend
IP telephony to branches with up to
60 IP users.
And for up to 400 users, there is
Nortel Branch Media Gateway1000B.
Finally, IP Softphone 2050 and
Mobile Voice Client 2050 can deliver
fully featured IP telephony via remote
users’ PCs or PDAs.
Contact Centres
Symposium Contact Centre solutions
can help enterprises from twenty
agents to a thousand or more deliver
the kind of rich and personalised
service that turns cold calls into
complete customer satisfaction.
Symposium Web Centre Portal lets
agents exploit convergence
technologies’ full multimedia/
multitasking potential to deliver
exceptional service first time, every
time. For dynamic, computer-
assisted call handling, Nortel
Communications Control Toolkit
brings together existing Symposium
TAPI 3.0 and IVR-CTI products to
offer the full potential of Computer
Telephony Integration (CTI).
For more details about the products
and solutions in this portfolio visit:
www.bt.com/cs/cs1000 and click on
‘Further information’
Homeworking and working
on the move
Your ability to recruit, retain and
make best use of staff is increasingly
critical to business differentiation.
Remote Gateway 9115 extends the
facilities and applications on your
main network to home workers,
without the usual capital costs.
Contivity Secure IP Services
Gateway enables safe internet
connections: ‘private network’
security with public network savings.
We also have flexible cordless
solutions like Nortel Integrated
DECT for On-site Mobility.
Applications for improved efficiency
Integrated Call Director means
calls can be set to follow you,
giving you control of your
incoming communications.
Conference bridges like Nortel
Integrated Conference Bridge or
Nortel Multimedia Communication
Server 5100 (MCS5100) let your
people collaborate in real time,
wherever they are. And voicemail
and unified communications with
Nortel CallPilot and CallPilot Mini
make your business more efficient
and accessible. MCS5100 suits
organisations which need to
enhance customer satisfaction and
empower a distributed workforce.
Nortel Communication Solutions
Data Solutions
Are you fully exploiting IP
networking’s ability to distribute
power, boost productivity and
save money?
BayStack Ethernet switches enable
high-throughput networking at low
per port cost. The 1U gives high
port density from a compact rack-
mount design. Cascade stacking
arrangements combine units to
deliver hundreds of ports with no
single point of failure.
Passport Multiservice WAN switches
cut cost and complexity from wide
area networking by consolidating
data, voice and video over a
common infrastructure. Designed
for large, distributed organisations,
Passport delivers high-quality
packetised voice transport over low
speed links, with highly efficient
bandwidth utilisation, high network
availability, rock solid reliability and
end-to-end Quality of Service (QoS).
Contivity Secure IP Services
Gateways provide routing, Ipsec
and SSL VPN, firewall, bandwidth
management, encryption,
authentication, and data integrity,
letting users connect via the
internet safely and cost-effectively.
there’s more…
9
It’s all part of a much bigger picture
Whether your organisation is large or small, operating from one site or many, BT can
help you gain maximum benefit from convergence. We have the practical experience
to help lower total cost of ownership, use technology to boost customer service, and
increase workforce agility. We also have the scale and resources to deliver the security
of comprehensive business continuity cover and lifelong support.

Your convergence roadmap

BT is at the forefront of convergence, leading the

development of IP technology that will simplify
network construction, management and evolution.

10 Nortel Communication Solutions

Everything you need to help
your business run smoother –
and smarter
Whether you’re looking for
standalone components or
integrated solutions to deliver
greater business value, whatever
your size or organisational
structure, through our portfolio
we can offer a clear and simple
migration path to the power of
converged communications
networks.
We provide all the building blocks
for convergence, and alongside the
technology components we’ll help
you draw up a roadmap to get you
there, whenever you’re ready.
And if convergence isn’t yet on the
horizon for you, we can still offer
you products, solutions and services
that will help maximise the value
and performance of your current
communication platform.
Network
www.bt.com/cs/network
Our expertise covers everything
from cabling and LANs/WANs to
global IP VPNs and managed
security services. Just choose the
networks, components and services
you want, and leave the rest to us:
one network, one contract, and a
single point of accountability.
Telephony
www.bt.com/cs/telephony
We offer scalable voice and IP-
enabled systems and proven,
advanced functionality from Nortel
Networks, Cisco, Avaya, Lake and
many other top manufacturers.
Flexible working
www.bt.com/cs/flexibleworking
Our flexible working solutions
feature all the tools you need to
support remote and roving access,
including voicemail, unified
messaging, on-site mobility, one-
number-find-me, hot-desking and
multimedia web collaboration.
Customer contact
www.bt.com/cs/contactcentres
We can deploy pre-packaged
contact centres for rapid
implementation; enterprise-wide,
multimedia contact centres; smaller
contact centres for small and
medium sized companies, or the
departments or branch offices of
larger enterprises. We also offer the
latest in customer contact
applications including interactive
voice response, computer telephony
integration (CTI) and voice
recording.
Service
www.bt.com/cs/service
Our specialist experts offer
professional consultancy, design
and implementation support,
flexible maintenance contracts,
remote service management,
telephone advice lines, online
support and complete business
continuity solutions.
BT has for decades been helping
organisations to become more agile
and efficient, while managing
complex multi-vendor networks
and solutions. But now, through IP
(internet protocol) one platform
can support the full range of
business applications – voice, data,
mobile, video, internet. At last, we
can consolidate all the disparate
networks that make up your
infrastructure into a single, all
inclusive enterprise network. This
is what we call convergence.
BT has deployed convergence
technology in its next generation
call centres, from which 16,000
operators serve 21 million
customers. First year savings are
around £85 million, with call
steering times down 30 per cent,
call volumes cut by 3.8 million and
repeat and transferred calls down
by 1.9 million.
We are vendor independent so will
always recommend the best
technology for your communication
requirements. Through our
partnerships with the world’s leading
telecoms and IT manufacturers and
our own technology leadership we
can bring you the latest, tried and
tested offerings across a broad range
of vendor platforms.
11
Trust us to take care
of your business
Thousands of organisations depend on BT’s local, national and global
infrastructure for the communications services that underpin their business.

We directly run a network that the future that can help you plan
connects over 440 cities in 75 your own investment paths.
countries, across five continents.
Not least it means we have a truly
That expertise informs the work we
national service and support
do for all of our customers, however
network, with an engineering team
large or small.
twice the size of any UK competitor,
Not only do we understand ensuring that we can deliver
networked communications effective local service wherever you
systems more deeply than anyone want to work.
else operating in the UK; our
technologists are globally
influential in their development, so
we have far reaching insights into

We can’t think of anyone better qualified to

help your business. Can you?

“Including 999 and non-emergency calls, we receive

around five million enquiries every year, and that
number is growing all the time. BT’s solution allows us
to handle them efficiently and offers the capacity to
cope as that volume increases. BT’s managed service
means we now have a support team to handle faults,
upgrades and software changes, and the system is
much more cost-effective.”
THAMES VALLEY POLICE

12 Nortel Communication Solutions

What next?
For further information about Nortel Communication Server 1000 and Meridian 1
from BT, you can download details at: www.bt.com/cs/cs1000
and click on Further Information.

Still need to know more?

Talk to us about Nortel Communication Server 1000 and how we can help you pull
together all the building blocks for convergence. And if you’re not sure about the
Nortel solution, we’ll happily discuss alternative technologies.
• Call BT Convergent Solutions on Freefone 0800 389 4848 quoting PHME 47213
• Contact your BT Account Manager
• Visit www.bt.com/convergentsolutions

Network Telephony Flexible Customer Service

Working Contact

Please tell us if this brochure was helpful or how we could make things better – cs.marketing@bt.com
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are subject to availability and may be modified from time to time.
Services and equipment are provided subject to British
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contract. Nothing in this publication forms any part of any contract.
BT and the BT logo are trademarks of British Telecommunications plc.

© British Telecommunications plc 2004.

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PHME 47213

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