White Paper TeleWare Mobile for Fixed Mobile Convergence

Abstract

This paper describes the business needs addressed by the TeleWare Mobile solution for Fixed Mobile

Convergence (FMC). It explains how this solution can be used by businesses to create a communications

infrastructure to switch all calls centrally, both fixed and mobile and deliver core telephony services from the

cloud that will add value to the user and be sustainable with low support costs increasing business

productivity.

Fixed Mobile Convergence

The TeleWare Mobile solution for Fixed Mobile Convergence (FMC) creates a communications infrastructure

that switches all calls centrally, both fixed and mobile, and delivers core telephony services to a business‟s

mobile users. The solution adds value for users and, with low support costs, delivers a sustainable positive

impact on their business.

Typically, this means moving minutes from the mobile network to the fixed network enabling a business to

control, monitor and selectively decrease its mobile spend. Ideally, it also includes the provision of additional

functionality to mobile handsets so that this functionality is available while out of the office and while roaming.

Convergence marries together the best aspects of fixed and mobile services and simultaneously alleviates

the negative associations of disparate telephony services. Convergence means access to new unified

communications applications and traditional fixed-line services on the mobile handset, making internal and

external communications more efficient and allowing employees to be more productive and responsive to

customers.

Benefits of Fixed Mobile Convergence

There are three types of savings an organisation can make from a convergent solution: call costs,

infrastructure and productivity.

Savings delivered through convergence

Ease of

quantification

Scale of Saving

Call Costs

Infrastructure

Productivity

Although call cost savings are the easiest to measure, they provide the least scale for savings. More benefits

can be derived through infrastructure efficiencies and productivity.

Infrastructure savings are delivered through fixed-line replacement strategies and green field site

deployments. This impacts the CAPEX and ongoing OPEX requirements of owning a fixed and mobile fleet.

Productivity and improved business processes, whilst providing the greatest opportunity for organisations to

derive benefits from convergence, are also the hardest to quantify. For example, while a converged

voicemail solution may save an employee five minutes of effort a day, the real benefit may not directly be

derived through having an extra five minutes for „productive‟ work. The benefits may, in fact, be delivered

through customer satisfaction and repeat business as a result of improved response times. However, most

businesses now measure customer satisfaction as a key performance indicator. Therefore, the increase in

productivity and potential process re-engineering which can be achieved will have a positive impact on

customer satisfaction levels.

Benefits include

Extending fixed line call features to mobile handsets

Reducing call costs

Improving the responsiveness of the business

Delivering control – for instance, for compliance with FSA regulations

Reducing duplication

Ease of extending capacity

Improving productivity

The use of converged solutions also enables the workforce to be more productive through functions such as

mobile access to direct dial extensions and conferencing. Employees are able to respond faster to

voicemails, and benefit from reduced telephone tag as they are able to answer more calls first time. Specific

productivity gains are illustrated by the following examples:

Consultants within a Healthcare Consulting company achieved a 10 to 15% productivity gain as a

result of reduced telephone tag.

Carers at a Home Care Services company achieved time savings of 60 minutes each day per

employee due to fewer voicemails, more calls answered first time and reduced telephone tag.

A specialist call centre within a Travel Insurance company handled 25% more calls as a direct result

of increased responsiveness of staff.

A University achieved one hour time saving per day for IT support staff, minimising delays in

reaching colleagues to issue job instructions or resolve issues.

Within a Hospital, nurses were able to save at least 10 minutes each time they retrieved patient

results, by being able to access and check results irrespective of location within the hospital.

Productivity benefits can be relatively difficult to quantify and are best addressed on an individual basis.

However, financial savings can be found by calculating, for example, the number of minutes saved per day

through enhanced communications and business processes (e.g. time wasted unnecessarily visiting office to

pick up desk based voicemails or job schedules). In addition, the ability to rapidly and consistently answer

enquiries and client calls can ensure that a client is gained and maintained owing to a better standard of

service.

Although more difficult to measure, research has shown that softer benefits can lead to quantifiable revenue,

customer satisfaction, customer retention, and work rate or cost saving improvements for enterprises.

TeleWare Mobile Capabilities

TeleWare Mobile is a feature rich Business SIM enabling Voice, SMS & Data 3G and HSDPA whilst roaming.

This mobile SIM provides the business with full control over calls and texts, both nationally on the TeleWare

hosted network and whilst Roaming. In addition, the TeleWare Mobile SIM provides connectivity to defined

private mobile networks and access to a common core for application activation.

The mobile is enhanced by providing short code dialling to other extensions in the business and support for

the same feature dialling provided on fixed line handsets, enhancing application integration.

Number Portability

The TeleWare MVNO provides for number portability in both the UK and the Netherlands. Number portability

ensures that users can maintain their existing phone numbers and avoids any disruption to the dialling

experience for the end user; no user training is required.

Data Support

The TeleWare Mobile network fully supports data options providing internet and mail connections. Access

Point Names ( APNs) are provided for network supported applications such as Push-to-Talk (PTT). Data

from UK registered mobiles will feed from the UK into the internet and data from mobiles registered in the

Netherlands will feed into the internet from the Netherlands to maintain language compatibility.

Roaming

TeleWare Mobile subscribers naturally expect the same service capabilities when travelling abroad as they

do when registered onto their home network. We aim to avoid complicated methods to make a call while

ensuring subscribers can use their account when roaming internationally. Ideally, they want to be able to dial

straight from their mobile contacts list without having to edit numbers in order to specify the correct country

code.

TeleWare Mobile supports three international roaming solutions. The solution required is selected during

configuration in Service Manager and can be changed at any time. It can be selected individually or in

preferred sequence.

CAMEL

Customised Applications for Mobile network Enhanced Logic support means that, as long as the international

network supports CAMEL, the user dials as normal. When CAMEL is supported, we can guarantee a

seamless prepaid roaming experience. Costs are, typically, less than normal call rates and this solution

ensures call recording as required for FSA compliance is still delivered while travelling in CAMEL countries.

CAMEL Call Back

This solutions means that the caller makes a call as normal and the call is directed to the TeleWare platform.

The call then drops for a short period. The platform then immediately rings back both the caller and the

destination number and connects the two parties. This solution is CAMEL dependent and ensures a lower

call rate but it also incurs a slightly longer connection time.

Roaming

Roaming will enable connection even when no CAMEL network is available. The call is made over the local

macro network selected for the strongest network signal in the area. Call charges are at the standard country

rates. This solution guarantees connection but will not ensure call recording within FSA regulations and will,

potentially, incur the highest call rate.

Landline Number in the SIM

TeleWare Mobile SIMs can support both mobile and landline numbers which enables a mobile phone to host

both a standard landline DDI (number) and a mobile number simultaneously.

Choice of Handset

TeleWare Mobile offers users the widest range of handsets of any solution on the market today. It will

support a wide range of handset models and, since it is independent of Smartphone operating systems, it is

unaffected by operating system changes.

Short Code Dialling

As a result of the call routing presentation at the PBX or hosted data centre switch, short code dialling and

feature dialling (i.e. number tagging to request a feature or application support such as record/don‟t record or

identification of private calls), are supported.

Cost Saving

Removing Business Costs

Mobile phone software applications raise a number of management, cost and support issues for business.

Furthermore, it is possible for mobile applications to be bypassed, even if this requires the mobile phone to

be rebooted. With TeleWare Mobile, all applications are delivered and supported centrally from the core;

there is no need for support on the individual handsets, all that is needed is a TeleWare SIM card.

Savings on Mobile Costs

TeleWare Mobile will provide businesses with significant savings on mobile costs. The outbound call leg is

under the control of the business and will, typically, be configured to avoid Mobile Network Operator (MNO)

charges for national and international calls. Calls, at the discretion of the business, may be placed:

FOC over internal, national and international business networks if they remain on-net or at land line

contract rates for off-net calls over PSTN or the business‟s chosen carrier

Inbound calls to mobiles are presented at the PBX and receive a share of the Media Termination

Credits (a credit to the SIM) paid to the Mobile Network

In addition, TeleWare Mobile can provide significant savings, in excess of 70%, on international roaming

charges. This is provided by:

Use of professional mobile operator Call Back

Reduced costs as the outbound call leg is under the control of business

.

Application Integration from the Core

TeleWare Mobile will route all calls and messages (SMS) to a common core for switching. This common

core may also route calls or messages to or through an application platform which, in turn, will activate the

required service for that call or message. This enables Fixed and Mobile calls and messaging to use a

common applications platform and, for the first time, ensures that the business requirements are met without

requiring applications on mobile phones.

Third Party Business Applications

The common core provides a rich capacity for application integration. The ability to dial short codes will

enable an integrated application to be activated with the dialled digits feeding the application, avoiding the

need for the user to enter additional digits. For example, a time registration for, say, Time and Attendance or

flex time recording or for security staff arriving at a location might dial a number which indicates the

application and the location – the Calling line ID can identify the caller – all completed in one call.

Push-to-Talk (PTT)

PTT is a mobile application enabling mobile phones to be used like Private Mobile Radios (PMR) but with

more choice of instruments, including ruggedized phones. PTT is a Hosted Service but available locally with

a Private Mobile Network (PMN). PTT also provides for Health & Safety Lone Worker requirements with the

ability to locate using SMS and GPRS.

Full details of applications available from TeleWare can be viewed at www.teleware.com.

User Applications

TeleWare Mobile supports a wide variety of user-related applications providing inbound call management,

mail and business services for the individual. TeleWare Mobile means that these services are available from

both fixed line and mobile handsets.

Intelligent Number (iN)

Intelligent Number supports personal numbering, offering the user the flexibility to choose to deliver their calls

to any nominated number that can be dialled, including international numbers. This provides a

comprehensive strategy for hot-desking, as well as supporting business continuity / disaster recovery.

iN supports lifestyle management, providing call redirection when not available (e.g. switched off), or by date

and time, plus the ability to be notified of people attempting to make contact through SMS and email

notification.

In the event that the person called cannot be contacted, the call may be offered to an assistant or team (e.g.

sales team) for answering. The „Assistant‟ can have announced the original called party and, if known, the

reason for non-answer, in order to answer the caller appropriately. This service also provides for manager-

secretary working.

Voicemail

Corporate voicemail services which include enhanced notification options through email and SMS integration.

Call Recording

On-Demand - Press * at any point in your conversation and a recording of the whole conversation will be

captured. This recording will be stored with voice mails and will be accessible over mobile, fixed phone or

PC.

„Always-on‟ recording for business and regulatory compliance and governance requirements. Integrates the

ability to apply call recording to an extension, a mobile or an intelligent Number – this is enforced through

routing for both fixed and mobile calls. Call recordings are accessible through a web portal and can be

tamper evident and / or encrypted.

Financial Services Authority (FSA) requirements for mobile voice and SMS recording

There is considerable demand in the mobile market for services to meet FSA requirements for recording both

voice and SMS. TeleWare Mobile will enable businesses to enforce the recording of both voice and SMS

from any company mobile phone through mobile network routing. This solution does not rely on mobile

phone software which can be bypassed or deleted by users.

All calls are logged for individuals.

Audio Conferencing

Pre-booked or instant conferencing facilities provide a cost effective scalable conferencing bridge.

Providing Control

TeleWare Mobile will provide businesses with control over the use of their company mobile. Many mobiles

are used in the workplace when fixed line phones are also available. Using fixed line functionality is

significantly cheaper than mobile, so providing a converged solution allows the business to maintain control of

costs, irrelevant of whether mobile or fixed line phones are used. Private Mobile Network deployments bring

total control of mobiles and costs into the business, in the same way as a PBX. The mobile phone incurs

costs at the same rate as a fixed phone.

TeleWare Mobile Deployment Options

The primary design objective of TeleWare Mobile is to converge fixed and mobile networks for businesses,

giving them total control over their mobile estate, taking control of onward dialling, enabling significant

savings on typical mobile costs, integrating applications, and more. TeleWare Mobile will meet this objective

for customers using legacy and IP PBX at the customer premise and where the customer installs a Private

Mobile Network (PMN) system at their premises.

The first customer premise option will enable the customer to converge and control voice; SMS will be

delivered and managed on the host mobile network.

The second customer premise option provides for a PMN system located alongside the customer PBX on

customer‟s premises. With this option, the Private Mobile Network will provide a full mobile service and the

location and authentication will flow through the mobile network interconnect providing network transparency.

Hosted Communications may be engaged, using either of the above options, to provide a service to record

and manage secure recordings for corporate governance or conformance with regulatory requirements and

other application services.

Customer Premise – MDC

The Mobile Direct Connect (MDC) service will trunk all calls from/to TeleWare Mobile direct to the customer

premise equipment. The calls will be SIP and, in the case of legacy networks/PBXs, a gateway will be

required. SMS will remain on the mobile network and be delivered to the handset. An additional service for

secure SMS recording is also available from TeleWare.

Using MDC, customers with their own legacy PBX or IP PBX, or a network of either or both, will be provided

with control at their PBX over mobile originated calls and calls from off-net to their mobiles. It is assumed, for

this purpose, the customer cannot accommodate nor has any interest in control over SMS. SMS will be

delivered and managed on the host mobile network.

The TeleWare Mobile platform, interconnected with the

mobile networks, will receive in SIP calls for the

customer which will be routed over SIP trunk(s) to the

customer PBX. If the customer wishes to put the

onward leg of a call back to the macro network for a

TeleWare mobile, the call will be sent over the SIP

Trunk to the TeleWare Mobile platform which will place

the call onto the mobile network. All other second legs

of calls will be at the discretion of the business, enabling

significant savings.

Integrators will need to configure the PBX, or PBX

network, to provide for short code dialling and any other

coded dialling used to connect the calls to applications

or services, and then to instigate the second leg of the call.

All calls for TeleWare mobiles, and only TeleWare mobiles, should be routed back to the TeleWare Mobile

platform. Where a TeleWare mobile originated call is received from the TeleWare Mobile platform and is

returned through the TeleWare Mobile platform, certain rules will apply in order that the call is recognised as

a call originating from a TeleWare mobile on the network. A call originating from a TeleWare mobile on a

host network, when returned to that network for terminating on another TeleWare mobile is FOC.

Customers who have a requirement to record SMS may have their SMS messages routed through the

TeleWare hosted platform for secure storage and auditing.

Customer Premise – PMN

The Private Mobile Network (PMN) service deployment will see all voice and SMS (into PMX) trunked to the

customer premise for delivery through the customer PBXs and over the PMN deployment. The voice calls

will be SIP and, in the case of legacy networks/PBXs, a gateway will be required. PMN will communicate with

the National and Global Mobile Networks through the TeleWare Mobile platform (also PMN) interconnect

(housed in the TeleWare hosting centre).

Customers with their own legacy PBX or IP PBX

or a network of either or both PLUS a local

Private Mobile Network will be provided with

control at their PBX over voice calls which may

require routing into the PMN. The PMN will

communicate with the TeleWare Mobile platform

for the option to distribute SMS messages locally

or return to the host mobile network. In addition,

the PMN system will communicate location and

authentication information through the TeleWare

Mobile platform for the management of

TeleWare Mobile connected handsets within the

local PMN network and host networks.

Where the local PBX is an IP PBX supporting

SIP extensions, the local PMN system will use

the PMN SIP Registration Manager to register

mobiles within the local PMN. Mobiles will be

registered on arrival and until leaving the PMN

will be treated as SIP extensions on the IP PBX. This close integration will enable mobiles to operate as

extensions off the IP PBX and support the local services provided from the IP PBX.

TeleWare mobiles will transition between macro, micro and back to macro mobile networks automatically and

seamlessly. SMS messages will be delivered to mobiles either locally or on the macro network. TeleWare

mobiles will have full mobile features and facilities available in the local network.

Customers who have a requirement to audit SMS messages without a facility to do so may have their SMS

messages routed through the TeleWare hosted platform for recording and secure storage.

Hosted Services

TeleWare will provide Private Mobile Extension (PME) services and the full IP Centrex Hosted

Communications application portfolio for mobile users as well as a mixed integrated mobile/IP Centrex

service. Additional services are available, including voice recording and SMS auditing providing standard,

encrypted and secure access options compliant with FSA requirements.

Already a proven approach to delivering a wide range of cost effective options, the TeleWare Hosted

Communications services can take businesses much further in deploying a fully integrated communications

platform, developed to maximise availability, increase productivity and improve customer experience,

resulting in increased customer satisfaction, retention and service revenues.

The TeleWare Hosted Communications platform and the

TeleWare Mobile platform are collocated and, for

maximum choice and resilience, connectivity is to many

alternative networks. The service utilises resilient IP

connections into carrier networks to deliver voice services.

TeleWare is a licensed PSTN carrier and GSM spectrum

license holder with a robust network backbone, facilitating

resilient connections across a wide choice of networks,

thereby allowing the selection of the best value connection

method.

This “diversely connected” principle is applied over the IP

and legacy infrastructure through the carrier network into

the hosted platform. This enables the business to

effectively manage calls, in the event that the primary

infrastructure is unavailable, by routing calls to alternative

destinations. This increases the number of calls answered

and increases revenue, whilst also maintaining a central

point for call management and call logs. Furthermore, the

deployment of facilities such as call recording is made

simpler, both to network-based devices and off-site destinations, including mobiles, where the hosted

platform is managing the delivery of the call.

The TeleWare Hosted Communications solution offers integrated service options which allow for SIP Trunks,

IP extensions and Mobile Extensions to be provisioned at a single site over a single network, as well as

across multiple sites over multiple networks, utilising a single integrated dial plan.

Private Mobile Networks

TeleWare Mobile users can connect to a Private Mobile Network (PMN) to provide a solution with security,

capacity and coverage benefits and further reduce the costs of calls within the PMN range. See our separate

White Paper on TeleWare Mobile with PMN.

Infrastructure and Management Savings

A Private Mobile Network extension can be seen as a fully flexible and instantly relocatable desk phone

replacement. Depending on the type of subscriber and their role, an organisation may choose to selectively

replace fixed line PBX extensions with mobile handsets, providing the potential to deliver savings on Moves,

Adds and Changes as the organisation grows, as well as the cost to deploy new fixed infrastructure during a

PBX upgrade.

Within an existing business environment, adding further users to a PBX will incur the costs of cabling and

installation as well as the basic cost of procuring the handset. In comparison, once the micro mobile network

is deployed, adding users to a cellular-based network limits these expenses to:

The cost of a mobile handset (between £10 and £400 dependant on form and function)

GSM Base Transceiver Stations (approximately one per 50 handsets, handling seven concurrent

calls, equivalent to £35 per handset)

One caveat, however, is that the average lifetime of a mobile handset is far shorter than that of a desk phone

and, as such, multiple purchases may be necessary. In addition, there may be management and

maintenance fees associated with the service.

Organisational Design

Enterprises may wish to move towards flexible working practices such as hot-desking, yet may not have an

IP-PBX deployment immediately in mind. A Private Mobile Network (PMN) and Fixed Mobile Convergence

solution can help facilitate this by providing the hot-desking flexibility of an IP-PBX solution without the need

for significant (and costly) infrastructure deployment. Since a PMN enabled mobile is active as soon as it has

detected the micro cellular network, employees are not faced with the challenge of constantly changing their

telephone location. As a result, the PMN can serve as a substitute for IP-PBX deployment, or a complement

if a business wishes to derive other benefits of an IP-PBX deployment.

Enterprises that have deployed converged voice solutions have been able to achieve up to 50% reduction in

annualised Moves, Adds and Changes (MACs). This is achieved as they provide new employees with mobile

handsets and gradually moved across to flexi-desking where employees were not provided their own desk

phone.

Developing a Business Case for Fixed Mobile Convergence

The benefits of using TeleWare Mobile are a mixture of hard and soft benefits and, although soft benefits

may have the greatest value to the business, hard cost savings are typically needed to create the business

case.

The following areas are key to establishing hard cost savings to justify the move to Fixed Mobile

Convergence through TeleWare Mobile.

Extend Fixed Line Call Features to Mobile Handsets

Extending calling features from a company‟s PBX to a mobile handset means these features and functions

are no longer the sole preserve of the office and are available when away from the desk or out of office.

Other benefits of this form of voice-focused convergence include the provision of single number reach and

single voicemail. Subscribers may use a single fixed line number which will also reach them via their mobile,

with all voicemail terminating at the company PBX. Enhanced calling services which were previously only

available on fixed lines, such as call recording and call tracking, may also be extended to mobile handsets.

TeleWare Mobile enables PBX features and benefits to be accessible via mobile phones, both in and out of

the office.

Reducing Call Costs

Controlling communications costs is a perennial concern for all businesses, exacerbated by the increasing

need to provide employees with mobile devices. Overall, the percentage of employees using mobile devices

in Europe continues to increase. The cost of calls is further aggravated by the increasing usage of mobile

phones. Fixed Mobile Convergence, when targeted at appropriate end users who will best benefit from fixed

vs. mobile call arbitrage, has the potential to help businesses curb their call spend.

The majority of call cost savings will be from calls to non geographical and international numbers.

Improving Responsiveness

With only 25% of calls reaching their intended participant first time, improving communications is one of the

top three reasons for deploying FMC services. In order to enhance customer service, businesses seek to

improve the responsiveness of employees through quicker access to voicemail, picking up more calls, and

allowing customer enquiries to be passed on to the most appropriate employee or team member. Enhancing

internal communication is also important as businesses seek to speed up decision making and boost

colleague collaboration in an effort to reduce lead times.

Delivering Compliance

Businesses record calls for a variety of reasons: to assist with training, to

provide evidence of a business transaction, or to ensure that a business

complies with regulatory procedures. Call recording is particularly relevant to

certain industry verticals such as financial services and healthcare.

The Financial Services Authority (FSA) requires financial institutions to keep

records of all trades and transactions relating to certain types of business. The

safest and easiest way of achieving this is to record telephone conversations

between traders and customers.

The growing importance of

compliance is demonstrated

by cases of penalties and

legal suits against

companies that fail to

produce appropriate

records. In June 2007 the

FSA fined Kilminster

Financial Management

Limited £42,000 for not

keeping appropriate training

and competence records

Voice recording in the Healthcare sector has become an imperative to provide protection against liability and

incident investigation, in cases when inaccurate information has been given to a call handler.

Call recording is a feature of many PBXs but is usually only available on calls made from desk phones.

Using a Fixed Mobile Convergence solution enables the call recording feature to be accessible via the mobile

handset, allowing mobile calls to become regulation compliant.

Reducing Duplication

Enterprises currently suffer from duplication of management fees, with many employees incurring both a

fixed and mobile management service charge. While fixed-line management charges vary significantly with

business size and vendor, many organisations will be paying around £250 per year for a fixed-line extension,

while also paying a mobile service management fee. Clearly, in any organisation of scale, immediate savings

can be delivered through the removal of a fixed-line extension, with the PBX functions becoming extended to

the mobile.

Furthermore, removal of a fixed-line handset can impact the businesses power consumption and increase its

„green‟ credentials.

Additional Capacity

As a business grows, a Fixed Mobile Convergence solution can help ease the pain of incremental changes to

the telephony system. First of all, it saves on the cost of individually wiring and deploying a fixed-line desk

phone, which can cost in excess of £350 depending on factors such as building layout, technology and

handset type. With a converged network mobile handset, provisioning is much simpler, requiring nothing

beyond the installation of a SIM card.

Secondary is the boundary case where an enterprises PBX experiences capacity restraints. Instead of

replacing the PBX or adding additional cards (along with the associated deployment costs) mobile users can

be added.

Improving Productivity

Financial benefits can be derived from increased employee productivity and contactability. With improved

coverage and the near-ubiquitous presence of mobile devices, employees are able to answer and respond to

customer queries and requests, with fewer calls terminating at the voicemail system. Furthermore, increases

in communication efficiencies can shorten the decision-making cycle, allowing management to be more

responsive and faster acting.

The use of converged solutions also enables the workforce to be more productive through functions such as

mobile access to direct dial extensions and conferencing. Employees are able to respond faster to

voicemails and benefit from reduced telephone tag due to increased percentage of calls answered first time.

Although more difficult to measure, research has shown that softer benefits can lead to quantifiable revenue,

customer retention, customer satisfaction and work rate or cost saving improvements for enterprises.

wptw110701

A TeleWare Group plc company. This document is provided for information only. In line with company policy of continued improvement

of products and services, TeleWare reserves the right to alter product specification without notice. TeleWare and Intelligent eXchange

are registered trademarks. Intelligent Office, Intelligent Number, Intelligent Assistant, Intelligent Connect, Intelligent Mobile and

Intelligent Application Builder are trademarks of TeleWare plc. All third party trademarks and registered trademarks are acknowledged.

Copyright 2011 TeleWare plc.

TeleWare plc

TeleWare House, York Road, Thirsk,

North Yorkshire, YO7 3BX, UK

Registered in England No 4756742

T: +44 (0) 1845 526830

F: +44 (0) 1845 522165

E: enquiry@teleware.com

W: www.teleware.com