 About FirstClass Unified Communications and Voice Services
FirstClass Unified Communications is the collaboration of all FirstClass messaging products to create one unified Mailbox for all messages, be they voice, fax, or text.
The FirstClass core technology architecture is the key to unified communication. Since the Directory, and all messages, preferences and security features are stored in the core server, communication can truly be unified with
FirstClass. FirstClass Unified Communications links the FirstClass client, FirstClass Internet Services and FirstClass Voice Services. In much the same way as Internet Services links the FirstClass server to the world, making any web browser a form of client, Voice Services links your phone system to your FirstClass server, making any phone another form of client.
With the introduction of FirstClass Voice Services your phone and fax messages can be accessed as email messages from your FirstClass client or from a web browser. As well, using text-to-speech technology, traditional text
messages can be listened to like voice messages by phone. Faxes can also be downloaded to any traditional fax machine.
Incoming phone messages are stored on the FirstClass server in standard .wav IMA ADPCM 8 kHz 4 Bit Mono format, which is playable on virtually any platform. They are accessible by phone like traditional voice mail messages, or you can open the file using the FirstClass client or a web browser on any computer equipped to play sound. Using text-to-speech technology, Voice Services enables you to phone into FirstClass and have your new text messages read to you. Using a traditional fax machine to access your FirstClass
Mailbox, you can print your new fax messages.
What you need to know before starting
The installer must have a basic understanding of telephony concepts and hardware, as well as the technical knowledge to understand the computer and telephony hardware requirements and configurations as described in the related hardware installation manuals and ReadMe files. The key concepts relating to Voice Services and telephony configurations, and their related hardware components, are briefly explained in this document.
The installer and administrator should be familiar with settings and configurations of their Windows® NT Workstation 4.0 or Windows 2000 operating system.
How Voice Services works
The following diagrams explain how Voice Services integrates your phone system with your FirstClass system.
Analog systems using Brooktrout TR114 voice/fax card
 A call placed to a FirstClass Unified Communications user is routed through the CO to the PBX where it is sent to the user’s extension. The call rings on the user’s phone. If the user picks up the call, the
process ends.
If the call is not answered it will transfer to the pilot number. If this line is occupied, it will go to the first available line on the Brooktrout card.
When the call rings on an available analog line, it flashes on the Connected Systems PBXLink’s virtual add-on module. The Connected Systems PBXLink posts an SMDI message containing the caller ID, the called number, the port the call is on, and the call type (CF, CFNA, CFB) to the COM port, which Voice Services is constantly monitoring.
Centrex systems with a direct SMDI line send the SMDI message directly from the CO to Voice Services and therefore, do not require a Connected Systems PBXLink.
Voice Services validates that the user exists on the system, processes the user’s preferences and greetings files and then picks up the call from the specified port on the Brooktrout card and plays the appropriate greeting for the caller.
Voice Services records the message and the message is sent to the user’s Mailbox. If Voice Services and the Connected Systems PBXLink are both configured to allow Voice Services to control the Message Waiting Indicator (MWI), the MWI on the user’s phone will be activated.
The FirstClass Unified Communications user can retrieve the message by phone, from the FirstClass client or from a web browser. If the user has set his preferences appropriately, the message receipt can trigger a call to his pager to notify him of the new message.
Using dedicated ports and no SMDI
 An incoming call is routed through the CO to the destination (office). It rings directly on the dedicated port on the Brooktrout card. If the call is not picked up within the selected number of rings, Voice Services will
retrieve the call and process the call based on the preset function of the dedicated port.
Dedicate as many ports as you have incoming analog lines for the Brooktrout card(s). With multiple incoming analog lines connected to the Brooktrout card(s), you can configure hunt chains from a dedicated port.
Dedicating ports is done using the Ports tab on the Voice Services Administration form.
Digital systems using a PBX and Dialogic D42JCT-U or D82JCT-U voice boards
 A call placed to a FirstClass Unified Communications user is routed through the CO to the PBX where it is sent to the user’s extension. The call rings on the user’s phone. If the user picks up the call, the
process ends.
If the call is not answered it will transfer to the pilot number. The call will be answered by the first available line in the hunt group (or hunt chain) configured on the PBX.
The D42/D82 series card reads the incoming call information and presents it to VS for call processing.
Voice Services validates that the user exists on the system, processes the user’s preferences and greetings files and then picks up the call and plays the appropriate greeting for the caller.
Voice Services records the message and the message is sent to the user’s Mailbox. If Voice Services and the D42/D82 are both configured to allow Voice Services to control the Message Waiting Indicator (MWI), the MWI on the user’s phone will be activated.
The FirstClass Unified Communications user can retrieve the message by phone, from the FirstClass client or from a web browser. If the user has set his preferences appropriately, the message receipt can trigger a call to his pager to notify him of the new message.
Using T1/E1
 A call placed to a FirstClass Unified Communications user is routed through the CO to the user. The call rings on the user’s phone. If the user picks up the call, the process ends.
If the call is not answered it will be transferred to the Voice Services by the CO.
The T1 PRI link consists of 23 B-channels (voice channels) and one D-channel (data channel). The E1 channel contains 30 voice channels. The D-channel carries the call information (caller number, originally called number, redirected number and reason code), while the actual call is carried on a B-channel.
Using the FirstClass Directory, Voice Services validates that the user exists on the system, processes the user’s preferences and greetings files and then picks up the call from the B-channel and plays the appropriate
greeting for the caller.
Voice Services records the message and it is sent to the user’s Mailbox. If Voice Services is configured to allow Voice Services to control the Message Waiting Indicator (MWI), the MWI on the user’s phone will be activated.
The FirstClass Unified Communications user can retrieve the message by phone, from the FirstClass client or from a web browser. If the user has set his preferences appropriately, the message receipt can trigger a call to his pager to notify him of the new message.
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