Networld Systems takes the lead on IP-based PBX
Less than a
decade ago, companies suffered from costly long distance
charges, pesky busy signals and outdated phone systems.
Meanwhile, Internet connections were becoming faster and more
reliable. But at the end of the month, businesses were still
being slapped with two expensive bills: one for phone service
and one for Internet service.
past five years, a solution has been growing that converges the
two systems to run data and voice traffic off of the same IP
network. The solution is called Voice over Internet Protocol
(VoIP), which is
based on the idea that running one network is cheaper than
With VoIP or IP-based PBX (a
form of VoIP implementation), all
intra-company calls come at no extra cost. You are only paying
for one integrated system. And the system
comes with enhanced features, like follow-me roaming, presence
applications and instant messenger compatibility.
Priding ourselves in being one step ahead of our competition, Triware
Networld Systems has been making great strides to provide the
most efficient and user-friendly VoIP services to our clients.
Just last year, we had the chance to test our latest VoIP
technology with one of our valued customers,
China Travel Service (USA), Inc..
China Travel Service, a
highly satisfied client of Triware Networld Systems, hired TNS
to build its first network 14 years ago. Since then, China
Travel Service has outsourced 100 percent of its IT operations
In the last few months, TNS
has upheld its promise to deliver the most responsive IT
services to China Travel Service by upgrading numerous aspects
of the company’s IT infrastructure.
For one, TNS improved the
company’s efficiency and laid the foundation for more
integration by upgrading the company’s network operating system
to Windows 2003 and e-mail system to Exchange 2003.
But we did not stop there.
TNS also upgraded China Travel Service’s desktop operating
system to Windows XP and Office 2003, among other more
cutting-edge improvements. We then deployed its Small Business
Financial system, using SQL 2000 as the database, replacing
“We have been using TNS’s
services for years now, and their working style is always fast
and responsible,” said
Jun Pan, a manager of
China Travel Service. “The solutions they offer are cutting-edge
This year, we are embarking
on a project with China Travel Service to implement SharePoint,
which would provide the company with improved
information-sharing and collaboration tools. With its immediate
operational offices in Los Angeles and San Francisco, China
Travel Services will become capable of more efficient
communication between offices and departments, including
ticketing and touring.
“The goal of all of these IT
improvements is to allow China Travel Service to do more with
less, providing their customers with the experience they
deserve,” said TNS Senior Partner Benson Yeung. “Since Sept. 11
and the outbreak of SARS, the touring industry has faced budget
challenge after budget challenge, and we want to make every
penny of their IT investment count.”
Meanwhile, China Travel
Service came to us with a new challenge. The company has a long
history of PBX trouble, with its PBX being frequently down and
not providing many features that, until now, have been too
difficult and expensive to maintain. China Travel Service
officials said customers calling into the company were
frequently receiving a busy signal when lines were, in fact,
“We had high maintenance
expenses since we had to rely on vendors to come in and make
changes for us,” Pan said. “Our system, our greeting message and
our distribution tree were not flexible.”
China Travel Service’s PBX
system was a highly legitimate concern, in light of
unprecedented economic booms in the People’s Republic of China (PRC).
Also, with the signing of a recent tour agreement between the
PRC and the United States late last year, the company expects to
see a surge of Chinese tourists arriving in the United States in
the near future. In addition, because the 2008 Summer Olympic
Games are scheduled to be in Beijing, the company expects a
wealth of tourists arriving in China.
On top of all this, many of
North America’s largest and most successful corporations have
recently established their operations in the PRC, which has
resulted in a significant increase in business travel between
the two countries.
In short, with tourism
between the United States and the PRC at its finest, China
Travel Service’s PBX system was simply not cutting it.
With all of the company’s IT
operations still in mind, TNS wholeheartedly and confidently
accepted the challenge of solving China Travel Service’s PBX
Because TNS has always prided ourselves in being proactive, our internal
Research & Development team is constantly working to identify,
test, integrate and simulate cutting-edge technology that can
help our clients solve problems. Thus, we have expanded our
IT-related solutions to include IP-based PBX that supports VoIP
and application integrations that are capable of transforming
our clients’ businesses into more competitive and more efficient
“Over the years we have
always ahead of our competitions in terms of innovation and
visionary,” Yeung said.
As a result, we were fully prepared to take on the challenge.
TNS has developed a brilliant solution to China Travel Service’s PBX
issues. Our solution allows any of our clients to have the
follow features and add-ons:
|Auto Attendant/Multi-Company Greetings/Hold Music or
Message Including Bilingual Support|
|Department Routing/Search By Name Function|
|Non-blocking Voice Mailboxes|
|Voice Units to Process All Calls, Check and Leave
Messages on Voice Mailboxes|
|Virtual Extension with Advanced Mailbox Features|
|All Voicemail Features for Field Agents|
|Virtual Mailboxes for Promotional and Updated
Information, Mortgage Rates, Etc.|
|Field Agent Ability to Turn Virtual Extension into
Physical Extension while in Office|
|Phone Screening with Mouse: With a mouse, users can make
calls, pick up calls, toggle between phone calls, hold
calls, transfer calls, make conference calls and perform
one-line recording, etc.|
|Call Management: Users have flexible options to manage
incoming calls while busy on the phone or away from the
desk, such as call waiting, call forwarding, mailbox
transfers, personal assistant transfers, follow-me
|Call Conferencing: Up to 6 external parties, or multiple
groups of conference calls.|
|Call Recording: With a mouse, users can instantly record
calls and save recorded files (.wav) to a personal mailbox
and/or designated mailbox for future reference|
|Call Screening: Caller ID Screening, Name Screening,
|One Number Follow Me: Up to 5 phone numbers for each
system to forward incoming calls automatically|
|Advanced Voice Mail: Message Time Stamp, Message Playing
Sequence (last in first out, first in first out), Fast
Forward/Rewind/Skip Messages, Message Notification. System
automatically notifies users via calls, pagers and/or e-mail
for every new voice message.|
|Caller ID Call Back: System will call back every caller
who leaves a message after user is finished listening to the
message. User can then pull the callback from the system to
play the next message.|
|Single Line Analog Phone Compatibility: Users can use
cordless phone to answer phone calls when they’re away from
|VoIP (Voice Over IP) Ready|
|Basic ACD (Automatic Call Distribution): Automatically
distributes incoming calls to a pre-assigned group for
customer service or informal call center, Unlimited ACD
group, Hold Queue and Call Overflow|
|TeleConference: Web-based user interface for users to
arrange and schedule teleconferences anywhere. Three
different types of conference rooms: Public, Confidential
and Private. Maximum of 16 parties per conference room|
|TeleContact: Call Center Solution|
Interactive Voice Response (requires custom programming):
Provides automated customer service, information retrieval,
status checking, etc. Examples: Make an appointment, check
order status, etc.
|Office Hoteling: Reserve seats for field agents|
|Web-based UMS (Unified Messaging System): Retrieve
voice, fax and e-mails using standard browser anytime,
anywhere in the world. Accessible through standard POP3/SMTP
e-mail client, such as Outlook or Outlook Express.|
|CTI (Computer Telephone Integration): Ready for
integration with customer database for Customer Relationship
Management, such as Customer Service Center. Ready for Web
All of these necessary benefits are available through our
clients’ already existing network infrastructure and cable systems.
TNS provided China Travel Service a demo of our solution, which
has been used and perfected in-house for more than two years now.
After a thorough cost-benefit analysis, and reviewing price quotes
from other PBX providers, China Travel Service concluded that TNS’s
solution was the most ideal and affordable solution to their PBX
As part of the solution, China Travel Service agreed to replace
its older network with new, complete T1 circuits for its PBX and a
new Internet connection with a higher bandwidth, an upgrade from
512KB to 3MB. The company also upgraded its telephone system from 12
analog telephone lines to 23 digital lines, plus three back-up
analog lines. Even with all these improvements in capability the
monthly basic costs were lower than before.
And in just two days, with only two hours of downtime, the entire
solution, plus new back-end cabling, was up and running. As a side
note, most of the downtime was due to a delay in Telephone Company's
With the new system in place, China Travel Service has complete
redundancy if T1 goes down, for both incoming and outgoing telephone
calls. The company is also the proud owner of a new auto-attendant
with bilingual support in English and Chinese. The system is also
equipped with special call forwarding features via the PBX, meaning
that telephone calls can now be automatically forwarded between the
As an everyday example of the new system at work: each time a
China Travel Service agent receives a call, Microsoft Outlook
automatically stores the caller’s information in Exchange public
folders. This allows for a pop-up Outlook window, consisting of a
caller’s history, to appear on any agent’s computer screen, even
before the call is answered.
And what happens in the event that a call is missed? With a click
of the mouse, an agent can automatically call the customer back.
An agent may also use Outlook to dial numbers stored in Exchange
public folders or personal In-Box. If an agent must fax documents to
a customer or vendor, the same Outlook contact’s fax number can be
retrieved, and the fax can be sent via e-mail. Incoming faxes and
voicemails are also automatically stored in the receiving agent’s
e-mail inbox. With this type of integration, a China Travel Service
agent is provided with all necessary modes of communication within
one program, Outlook.
“The new phone system has a very flexible greeting and call
distribution structure,” Pan said. “Unified messaging and Outlook
features have improved our customer service, as well as the
efficiency of our sales team.”
Pan said the new system’s call accounting and monitoring features
have helped the company to better manage expenses.
TNS’s new solution opens the
door to more cost saving when China Travel
Service implements the VoIP gateway between its international branch
offices. Agents in all time zones will be able take calls from
offices that are closed. Plus, all inter-office calls can be routed
via the VoIP gateway. By allowing a San Francisco agent to place
calls to the company’s branch offices in China, China Travel Service
will be saving on the costs of placing traditional long distance
With TNS’s solution, China Travel Service can also take full
advantage of its own built-in Call Center feature for sales and
Pan said the new IP-based phones also allow him the opportunity
to expand his offices in the United States.
“In the future,
after great coordination and approval from parent companies, it is
possible that all major companies in CTII-HK systems will be able to
go online and use IP-based phones,” Pan said. “That will allow us
all to save and conference internally.”
We at TNS challenge you to realize the
benefits of joining your PBX and IP networks. Please
Click Here for more
information and to view a demo.
client wanted to have an easy way of communicating internally within
the company's multiple international locations as well as with their
customers and vendors. However, their customers and vendors were
using different electronic mail carriers such as AT&T, MCI,
the client was using NetWare as their network operating system,
Novell MHS was recommended and installed as a back-end messaging
engine with various messaging gateways. The MHS hub was set up so it
would dial out to different electronic mail carriers and other
domestic and overseas hubs for uploading and downloading the
electronic mail automatically.
hodgepodge of communication carriers was brought under control
resulting in a smooth flow of messages.
Client satisfaction was dramatic to say the least not to
mention the increased efficiency in communicating with external
customers and vendors.
client wanted to upgrade their messaging system from Pegasus
freeware software to Microsoft Mail.
The post office was placed on a NetWare server where desktop
users utilized client-based software and Unix users accessed their
mail via Pop3 protocol.
progressed, field operations purchased new laptop hardware thus
requiring more sophisticated remote and robust connectivity
sessions. This need for
more sophisticated messaging requirements led to the replacement of
Microsoft Mail with Microsoft Exchange.
To facilitate the advanced messaging requirements like
calendaring and contact management, a Windows NT server was
installed replacing NetWare with all users being migrated to the new
mail system without incident.
communications thus became possible with increased reliability.
Eventually, VPN software became available and was installed
which led to drastic reductions in charges for long distance