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DPRO-109445Richard A. Costello

Product Report8 October 2003

Mitel Networks 3300 ICP

Summary

Internet Protocol (IP) networking support allows voice and signaling data to be transported over anestablished enterprise LAN/WAN infrastructure among multiple Mitel 3300 ICP systems.

Note

Release 4.0 is the most current system software release.

Table of Contents

Overview

Analysis

3300 ICP System Applications

Pricing

Competitors

Strengths

Limitations

Insight

List Of Tables

Table 1: Mitel Networks 3300 ICP

List Of Figures

Figure 1: Mitel 3300 ICP Converged Network


© 2003 Gartner, Inc. and/or its Affiliates. All Rights Reserved.DPRO-1094458 October 2003 2

Corporate Headquarters

Mitel Networks Corp.

350 Legget Drive

P.O. Box 13089

Kanata, ON, Canada K2K 1X3

Tel: +1 613 592 2122

Fax: +1 613 592 4784

Web: www.mitel.com

Overview


System Information Description

FCC Registration Number BN2CAN-36262-PF-E

Max. Number of Ports Supported 700 IP (per controller)

Max. Number of Analog/Digital Trunks 700 connections/16 links

Max. Number of IP Trunks 2,000

Max. Number of Analog Sets 700

Max. Number of Digital Sets 700

Max. Number of IP Sets 700 IP (per controller)

Max. Number of Simultaneous Calls 446

Operating System (OS) Wind River VXWorks

Amount of Main System Memory 128MB RAM

Main CPU Dual Motorola MPC MMCB 8260

Type of Switch Matrix IP with a TDM bus

Redundancy Support Automatic failover around IP links; primary/backup call

control element for IP devices/sets

Busy Hour Call Completions (BHCCs) 5,471

System Features/Applications

Automatic Call Distribution (ACD)/Contact Centers Standard (Mitel 3300 ACD); Optional (Mitel 6100

Contact Center Solution)

Computer Telephony Integration (CTI) —Microsoft Telephony Application Programming

Interface (TAPI) (for interfacing desktop or client/server

applications)

—Mitel Telephony Applications Interface (for interfacing

3300 ICP call control with third-party CTI applications)

Emergency Services Standard (support for E-911 number dialing to Public

Safety Answering Point (PSAP)

LAN/WAN Quality of Service (QOS) Standards 802.1p and 802.1q at the switch level; Differentiated

Services (DiffServ) at the router level

Lightweight Directory Access Protocol (LDAP) Support Optional (enables the synchronization of directories from

various systems)




System Information Description

Systems Networking Support IP networking; Integrated Services Digital Network

(ISDN) Primary Rate Interface (PRI) and Basic Rate

Interface (BRI); R2

Network Signaling Support Proprietary Microsoft Developer Network (MSDN),

Digital Private Network Signaling Service (DPNSS);

ISDN; Q.Signaling (Q.SIG)

Paging Optional (Mitel 5485 IP Paging Unit)

Unified Messaging Optional (Mitel 6500 Speech-Enabled Unified

Messaging)

Voice over IP (VoIP) Standards Session Initiation Protocol (SIP) with external gateway

Voice Mail Integrated (Mitel 3300 Voice Mail supports up to 750

voice mailboxes); external voice mail systems are also

supported through digital trunk and analog interfaces.

Wireless Inbuilding Communications Integrated (Symbol Technologies Spectrum24 IP

Wireless; Mobil Advantage Wireless Office). Systems at

R3.1 or higher have an embedded wireless gateway.

Analysis

The Mitel 3300 Integrated Communications Platform (ICP) is a VoIP system targeted at distributedenterprises with 30 to less than 1,000 end users per location. The system can support up to a total of 700IP devices per ICP controller, or a mix of 1,536 time division multiplexing (TDM) digital and analogdevices per controller.

A maximum of 80 Mitel 3300 ICP systems (supporting a total of up to 30,000 end users) can be clusteredtogether in a network configuration, whether the users are colocated or geographically dispersed. Theclustered systems can be managed as a single network from any location via the Mitel OPS Managerapplication.

The figure “Mitel 3300 ICP Converged Network” provides an illustration of Mitel 3300 ICP systems in abasic network configuration.

Figure 1: Mitel 3300 ICP Converged Network



Source: Mitel Networks

The 3300 ICP architecture supports both a switched IP core and a traditional circuit-switched TDM bus.The system utilizes a 10/100Base-T Ethernet network for connecting IP telephony devices and networkingmultiple sites. For traditional telephony devices, such as analog and digital phones, call switching ishandled via a supplementary TDM circuit-switched bus.

The 3300 ICP’s use of two different switching techniques (TDM and IP) means that gateway functionalityis required between IP and non-IP networks. In Release 3.1, Mitel embedded the 3300 ICP gatewayfunctionality within the system software. The same digital signal processors (DSPs) that providepacketized voice gateway functionality also support real-time voice applications, such as speechrecognition or voice-activated browsing.

A 19-inch stackable or rack-mountable 3300 ICP Controller provides the voice, signaling, centralprocessing and communications resources for the system and contains an optional integrated voice-mailsolution.

The 3300 ICP Controller provides direct connectivity for the following:



• Four Network Services Units (NSUs)—four Analog Services Units (ASUs), 16 attendant consoles,700 IP phones and 128 echo cancellers.

• Four 3300 ICP or SX-2000 peripheral nodes per controller—each peripheral node supports 384ports.

The 3300 ICP Controller connects to an NSU using multimode fiber cabling terminated on a Straight Tip(ST) connector. The Controller connects to an ASU by using copper cabling terminated on an RJ-45connector.

In addition, legacy SX-2000 Digital Service Units (DSUs) and peripheral cabinets can be connected overfiber cabling. The 3300 ICP Controller connects to the customer’s LAN and IP devices via four10/100Base-T Ethernet switch ports located on the unit’s front panel.

NSUs

NSUs provide connectivity to digital trunks for public or private networks. Protocol support includes DirectAccess Signaling (DASS), PRI, BRI, MSDN/DPNSS, R2, T1/CAS, Q.Sig and XNET. Three NSU variantsare available:

• Mitel 3300 Universal NSU—provides T1 or E1 connectivity and supports up to two T1 or E1 links perunit. Additional digital trunk capacity can be added by chaining two NSUs together via a CopperInterface Module (CIM) connection.

• Mitel 3300 R2 NSU—provides connectivity to R2 trunks with MF-R2 (Multifrequency-R2) digital trunksignaling. Up to two links are supported by a single R2 NSU. Additional R2 trunk capacity can beadded by chaining two NSUs together via a CIM connection.

• Mitel 3300 BRI NSU—provides connectivity for ISDN BRI transport of both voice and data andcomes in North American and European variants. The North American variant supports user-sideinterfaces; the European variant supports both network and user-side interfaces. Supports 15 BRI-Uinterfaces per unit and connects to a Universal NSU via copper cabling.

ASUs

ASUs provide connectivity to the 3300 ICP system for analog trunks and phones—POTS and On-PremiseStation (ONS). The system can support up to four ASUs in any combination, providing a maximum total of96 analog ports for standard telephone connectivity. The following two variants are available:

• Mitel 3300 Universal ASU—a combination unit that houses 16 ONS Custom Local Area SignalingSystem (CLASS) and four Loop Start (LS) trunk CLASS ports. Also provides four integral System FailTransfer (SFT) relays that provide direct connection between an analog phone and LS trunk in theevent of a system or power failure. The unit connects to the 3300 ICP Controller via a Category 5Universal Twisted Pair (UTP) cable that terminates on an eight-pin modular jack (RJ-45).

• Mitel 3300 ASU—is the ONS Line unit that supports up to 24 ONS CLASS ports. It connects to the3300 ICP Controller via a Category 5 UTP cable that terminates on an eight-pin modular jack (RJ-45).

3300 ICP Line Connections

The system supports the following types of internal voice lines:

• VoIP Lines—a 10/100Base-T Ethernet connection is required to connect Mitel IP telephones throughan Ethernet LAN to the 3300 ICP Controller.



• ONS Lines—for 24-volt, industry-standard Dual Tone Multifrequency (DTMF) analog telephones.These lines are supported by the 3300 Universal ASU, the 3300 ASU and the ONS line card in theperipheral cabinet.

• Off-Premises (OPS) Lines—for 48-volt, industry-standard telephones where the external loopresistance exceeds 600 ohms, or where lightning surge protection is required. These lines aresupported by the OPS line card and are available in conjunction with peripheral cabinets.

• Digital Network Interface (DNI) Lines—provide an interface for Mitel digital telephones andconsoles; are supported by the DNI line card and are available in conjunction with peripheralcabinets.

System Migration

The 3300 ICP supports a migration path from SX-2000 LIGHT and SX-2000 MICRO LIGHT systems andfrom the 3200 ICP system. Each system’s database can be converted and restored onto the 3300 ICP byusing the Mitel 3300 Configuration Tool.

SX-2000 MICRO LIGHT

Installing a triple Fiber Interface Module (FIM) card in the SX-2000 MICRO LIGHT main cabinet enablesphysical connectivity to the 3300 ICP via multimode fiber, and the use of the established peripheral anddigital trunk cards within the MICRO LIGHT cabinet. Any external cabinets can also be connected usingFIMs.

SX-2000 LIGHT

The SX-2000 LIGHT DSU cabinet provides digital trunk capability, and the SX-2000 LIGHT Peripheralcabinet provides connectivity for analog trunks and phones, and Mitel DNI devices. Both cabinet typescan be connected to the 3300 ICP Controller via multimode fiber:

• The DSU cabinet supports BRI, PRI, T1/D4, MSDN/DPNSS and DASS II trunks.

• The Peripheral Cabinet supports the following analog trunks: Central Office (CO), Ear & Mouth(E&M), Direct Inward Dial (DID) and Tie.

• The Peripheral Cabinet also supports the following phones and devices: SUPERSET 401, 401+, 410,420, 430, 4001, 4015, 4025, 4125, 4150, Superconsole 1000 and Mitel Analog Interface Module.

3200 ICP

The 3200 ICP database is converted and restored to the 3300 ICP database, and any peripheral cabinetsare connected to FIM ports on the 3300 ICP Controller. In addition, the 3300 ICP supports the followingsingle-port IP phones that were supported on the 3200 ICP:

• SUPERSET 4015 IP

• SUPERSET 4025 IP

LAN/WAN Configurations

Mitel recommends certain guidelines for maintaining optimum voice quality when running VoIP networks,including separating voice and data traffic as much as possible via the following:

• Run voice and data on separate virtual LANs (VLANs).

• Use a separate sub-network for voice traffic.



• Use Ethernet switches instead of hubs (voice and data should not share the same Ethernet hub).

• Use Full Duplex, Fast Ethernet to the 3300 ICP Controller ports.

• Use Full Duplex, Fast Ethernet and Ethernet trunks between switches.

When IP phones are used across routed links, the routers should be configured to prioritize voice trafficby using techniques such as Weighted Fair Queuing (WFQ) with multiple queues configured (for example,high priority for voice, low priority for data). Where the routed connection is across a WAN, set theMaximum Transmittable Unit (MTU) for the speed of the WAN link appropriately, to minimize delay onslow WAN links.

3300 ICP Peripherals

The 3300 ICP system supports the following peripheral devices from Mitel Networks:

• Mitel 5201 IP Set, 5205 IP Set, 5215 IP Set, 5220 IP Set, 5230 PDA Set, 5240 IP Appliance, 5410and 5415 Programmable Key Modules, 5303 Conference Phone, 5305 IP Office Conference Unit,5310 IP Board Room Conference Unit, 5423 Infrared Digital Assistant (IrDA) option for the 5020 IP,5550 IP Console. Also supported are the 5000 Series IP Sets.

In 2003 Mitel introduced the 5200 Series IP phones. They are a re-style of the previous 5000 Series(5001, 5005, 5010, 5020, 5140), with one new set being added—the 5230 (PDA Set). The 5200 Seriesmodels have phased out the 5000 Series models, but Mitel still supports both lines on all of its IPplatforms:

• Accessories supported include the Mitel 3300 In-Line Power Unit and Mitel 5485 IP Paging Unit.

• The following legacy phones and consoles can be used if a Peripheral Cabinet with a Digital NetworkInterface Card (DNIC) is connected to the system: SUPERSET 4001, 4015, 4025, 4125, 4150 andSuperconsole 1000.

Standard analog phones may also be connected when using Mitel 3300 ICP Universal NSUs or ASUs.

Mitel Power Over the LAN

The Mitel 3300 In-Line Power Unit eliminates the need for local AC power adapters for IP phones at everystation by providing remote power over Ethernet cabling for up to 24 IP phones per unit. The unitconnects in series to an Ethernet switch, with the data output jack on the Ethernet switch connecting tothe input jack on the 3300 In-Line Power Unit. A data/power output jack on the 3300 In-Line Power Unitconnects to the data/power input jack on a Mitel IP phone.

3300 ICP Attendant Consoles

The 3300 ICP uses two primary attendant consoles to perform system call handling, maintenance andadministration functions:

• Mitel Superconsole 1000—connects to the DNI card in the peripheral cabinet; features include afour-line by 80-character alphanumeric display, 14 hardkeys, 10 softkeys, four programmablefirmkeys, a dialpad, integral handset, headset connector and RS-232 serial printer port.

• Mitel 5550 IP Console—an advanced PC-based console and administration software applicationthat provides an intuitive attendant graphical user interface (GUI), including screen-based call statusand call-handling prompts. It runs on a customer-supplied Microsoft Windows, Intel Pentium-compatible PC. Up to 16 IP operator consoles can be used on the 3300 ICP system.



3300 ICP System Applications

ACD—The 3300 ICP offers standard support for integrated Mitel 3300 ACD functionality that includes calldistribution, agent mobility, management and reporting, feature configuration, system administration andrecorded announcement devices (RADs). The system can also support ACD over a proprietary MitelMSDN/DPNSS private network in support of multiple call center locations.

Enhanced contact center functionality can be optionally added to the 3300 ICP by using Mitel 6100Contact Center Solutions, which include the following:

• Mitel 6110 Contact Center Management

• Mitel 6115 Interactive Contact Center

• Mitel 6120 Contact Center Scheduling

• Mitel 6150 Multimedia Contact Center

• Mitel 6160 Intelligent Queue

• Mitel 6170 Contact Center Quality Monitoring

• Mitel 6180 Contact Media Costing

Voice Mail—The 3300 ICP optionally contains an integrated voice-mail system that provides up to 30voice ports for voice-mail calls, with support for a maximum of 750 mailboxes and 450 hours of storagetime. A voice-mail automated attendant is available, as well as support for English, French, Spanish andDutch languages.

External voice-mail systems are supported through both digital trunk and analog interfaces.

Messaging Server—The optional Mitel 6510 Messaging solution runs on a Windows server that connectsto the Mitel 3300 ICP system through the enterprise LAN using the IP protocol. It integrates with MitelVoIP servers and Mitel PBX platforms, as well as third-party PBXs. The solution can equip users with amix of standard voice mail or full unified messaging capability. The 6510 Messaging server is compatiblewith the 6500 Speech Server to facilitate speech-enabled unified messaging if so desired.

Speech Recognition/Automated Attendant—The optional Mitel 6500 Speech-Enabled Attendant is aPC-based speech-recognition application that routes incoming calls to a specific person or departmentwithin a company based on spoken commands. Typically, users state the names of persons they want tospeak to, and the system routes the calls to the requested parties. Features of the Mitel Networks 6500Speech-Enabled Attendant include:

• Personal Dialing

• Corporate Automated Attendant

• Speech Verification for Toll Management Application

• Support for Bilingual prompts (English/French or English/Spanish)

• Advanced mobility applications

Four additional options are available for the Mitel 6500 Speech Server or Attendant Applications:

• Enterprise Voice Portal—uses VoiceXML (eXtensible Markup Language) technology to allowinteraction with the Internet by using voice commands (for example, voice-activated dialing).



• Mobility—provides users with the ability to redirect 6500 SE Application calls made to their defaultnumber to one of their other programmed numbers or to a temporary number.

• Calendar and Task Management—provides users with access to their Calendar and Task listsusing spoken commands.

• Fax Integration—provides users with the ability to sort their message mail by type and can forwardtheir faxes to another fax machine.

Private Networking—T1/E1/IP trunking and Mitel’s MSDN networking protocol support featuretransparency between SX-2000, 3200 ICP and 3300 ICP switches, including four-digit dialing andcentralized voice messaging.

IP networking support allows voice and signaling data to be transported over an established enterpriseLAN/WAN infrastructure among multiple 3300 ICP systems. MSDN/DPNSS features are supported overIP networking. Each 3300 ICP controller supports up to 2,000 IP trunks, allowing for a “cluster” of up to 80Mitel 3300 ICP systems to work as a single integrated voice system. IP trunking gateway support isembedded in the 3300 ICP system software.

The 3300 ICP also supports multiple ISDN protocols and provides connectivity with the ISDN publicnetwork and data devices (that is, routers and the like) by using ISDN PRI and BRI via the Mitel 3300Universal NSU (for PRI), or the 3300 BRI NSU (for BRI).

LAN traffic can also be carried over established private or public digital network connections on Euro-ISDN, DASS II (public access) protocols and on private MSDN/DPNSS networks using ISDN connectionsto routers.

Support for the Q.SIG protocol allows Mitel 3300 ICP interoperability with Q.SIG compatible third-partyPBX systems in a virtual private network. Q.SIG supports both incoming and outgoing calls via thesystem’s Universal NSU.

The R2 NSU provides access to the R2 National PSTN with MF-R2 digital trunk signaling. The 3300 ICPis flexible and can support regional variations of the R2 protocol.

System Management—The 3300 ICP utilizes the following programming tools designed for variouslevels of users. These system management tools are typically used for single-site systems:

• System Administration Tool provides a Web-based interface for trained technicians to program thesystem; requires Microsoft Internet Explorer 6.0 or later.

• Group Administration Tool provides a Web-based interface that enables administrators andreceptionists to make changes to user information; requires Microsoft Internet Explorer 5.5 or later.

• Desktop Tool provides a Web-based interface that enables IP phone users to program their featurekeys; requires Microsoft Internet Explorer 5.5 or later.

• Mitel 3300 Configuration Tool enables the installer to get a new system operational at theinstallation site. It also enables databases from legacy SX-2000 and 3200 ICP systems to bemigrated forward to the 3300 ICP by using a database conversion and restore utility; requiresMicrosoft Windows NT 4.0 or 2000 Professional operating systems.

• ISDN Maintenance and Administration Tool (MAT) provides the programming interface for PRIand R2 protocols; requires Microsoft Windows 95, 98 or 2000 Professional operating systems.



Mitel OPS Manager is an advanced telecommunications system management tool for controlling themaintenance and operation of a network of Mitel systems (that is, multisite configurations). OPS Manageris software on a customer-supplied server that uses a standard Web browser to enable authorized usersto perform a range of system management functions from a PC.

OPS manager is a Java-based application that supports multiple client stations, enabling users to accessit through a Netscape Communicator 4.05 browser or Microsoft Internet Explorer browser from anyWindows NT, Windows 95/98 or Windows 2000 workstation on the network.

Pricing

• Approximate Mitel 3300 ICP dealer list pricing is $710 per station (based on a 96-IP phoneconfiguration).

GSA Pricing

Yes.

Competitors

• 3Com NBX SS3 (SuperStack 3)

• Avaya MultiVantage S8100/S8300 Media Servers

• Cisco AVVID CallManager

• NEC NEAX 2000 IPS (Internet Protocol Server), NEAX IPS Distributed Model (DM)

• Siemens HiPath 3000/HiPath 5000

• Shoreline Multi-Site Enterprise Solution

Strengths

• 3300 ICP call control is based on the legacy Mitel SX-2000 system and supports virtually all of its 500user and system features.

• Voice recognition is supported as part of the overall Mitel solution, providing a telephone-userinterface (TUI) that allows a caller to use voice commands during voice mail or auto attendant calls.

• The 3300 ICP comes with embedded voice mail, auto attendant, ACD, IP networking and 802.11bwireless gateway support.

• The 3300 ICP architecture allows the integration of services that span across IP and legacy Mitelenvironments. This allows Mitel base systems an effective upgrade path to IP, and allows othervendor PBX environments to take advantage of IP applications. This provides ROI justification foradopting and growing investment in IP while maintaining integration and investment in legacysystems.

• The Mitel IP Investment Protection Plan applies to the upgrade of the SX-2000 LIGHT and MICROLIGHT systems using LIGHTWARE Version 30 or higher, as well as the Mitel 3200 ICP. Peripheralnodes, circuit cards, application gateways, Superset 4000 Series phones and voice mail can bereused and reconnected from Mitel legacy PBXs to the 3300 ICP.

• The Mitel 5230 PDA set allows for the physical integration and application support of Compaq iPAQs.The iPAQ plugs directly into the 5230 set and acts as its sync port and cradle. End users utilize thedisplay capability on the iPAQ in combination with a GUI application to manage their voice



communications and to integrate with the iPAQ contact list. Mobility is provided by allowing iPAQusers to plug into any 5230 on their network and have their full telephony service delivered.

Limitations

• The 3300 ICP supports migration for SX-2000 LIGHT and MICRO LIGHT, and Mitel 3200 ICPcustomers only. The SX-200 has a separate migration strategy.

• The 3300 ICP does not support the networking of Mitel 3100 ICP systems.

• The limited scalability of the 3300 ICP per server (700 IP users) has constrained Mitel from sellinginto the centralized, large enterprise space.

• Applications such as Mitel OPS Manager and Speech-Enabled Messaging require dedicatedcustomer-supplied servers to operate.

• OPS Manager provides proprietary Mitel system management capabilities, but it cannot managethird-party PBX systems that may also be present in the enterprise private network. However, Mitelindicates that its new Enterprise Manager Suite in early-to-mid 2004 will address this limitation.

Insight

The limited scalability of the 3300 ICP has constrained Mitel from selling into the centralized largeenterprise space. But the distributed nature of IP, and the 3300 ICP’s networking capabilities and remotesurvivability options in Release 3.3 and above, should enable Mitel to compete for larger enterprisecustomers now, especially those with distributed sites. Retail, healthcare, professional and financialservices, and education have been particularly strong vertical markets for Mitel 3300 ICP so far.

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