PBXs

	Taiwan maker Quanta offers a VoIP PBX system that consists of the Digital Operator System A50 and IP Phone 310.

Total solutions combine multiple functions at reduced cost. System interoperability is emphasized.

No matter the economic climate, enterprises big and small see telecom services equipment as a vital operational, productivity and customer service tool. And with the continued blurring of boundaries among the 3C spheres—particularly between communication and computing—the trend in emerging total solutions is bound to persist.

Telecom services equipment manufacturers in Taiwan and Hong Kong are in step with this trend. Many are now bundling voice logger, call recording system, auto attendant, integrated voice response (IVR) and voice mail system functions into single-unit devices for easy implementation by small and medium sized enterprises (SME).

For large enterprises with far more complex requirements, some suppliers expand their role from equipment maker and vendor to total solutions provider. Most voice mail system and voice logger suppliers from Taiwan offer total hardware and software solutions; while many of Hong Kong’s estimated 20 telecom service equipment suppliers have stopped hardware development to focus on the more vital software side of the business.

One of the past years’ most significant trends in telecom service equipment is the emergence of Internet telephony. By taking advantage of the latest in VoIP and computing technologies, current products are able to substantially enhance enterprises’ competitiveness at much lower costs.

	FIT's telecom service systems from Hong Kong include hardware from Fujitsu, Quintum and NSGDatacom.

The latest telecom service equipment systems from Hong Kong and Taiwan take advantage of the high-speed data services sprouting around the globe. IP PBX systems and gateways integrating voice logger, call recording systems, auto attendant, IVR and voice mail functions lead the main offering of telecom service equipment from Hong Kong, while standalone voice mail systems and voice loggers are available from Taiwan.

The iPBX639 from Hong Kong’s Fortune Information Technology Ltd (FIT) is an IP PBX solution for SMEs. It serves up to 16 extensions and interconnects with NGN center office by SIP IP-trunk, with POTS and fax machine via SIP FXS gateway and with legacy PBX/PSTN network via SIP FXO gateway. It features built-in NAT traversal capability, Web user interface, auto attendant function, IVRS, call recording, direct inward dial, voice mail, call hold, call park, call forwarding, call diversion, three-party conference, call waiting and call transfer.

An example of FIT’s customized solutions is the Hospital Duty Roster Solution. When the doctor being called by the system is on duty, it will automatically call another doctor as indicated in a call sequence. It supports different call devices and marks doctors’ days off.

Mainstream voice mail systems from Taiwan suppliers support two or four ports with 100hr recording time. Enhanced models support up to eight ports, 400hr recording time and 511 mail boxes. Prices range from $150 to $700 per unit. Auto attendant boxes from the island are priced from $70 to $200. Yosin Electronics Co. Ltd offers EVM machines that support voice mail, auto attendant and audiotex functions. The company also promotes its music-on-hold machine that supports four lines. The product is priced from $40 to $100.

Yosin has also developed voice mail systems that support IP-based interface. The feature allows users to download new standby music from a remote location.

Taiwan’s Artech Technology Design Co. Ltd provides up to 16-line voice loggers that are suitable for installation in call centers and financial institutions. The company’s mainstream products are rack-mountable models supporting eight and 16 lines.

In 2009, the company is expanding its product line to develop compact-size voice loggers supporting three and four lines, ranked as entry-level models. Its eight- and 16-line models are equipped with an HDD for storage. Entry-level models support external SD card for memory expansion and USB interface for PC connection.

Artech’s Fonkorder1 works with a PC via USB port. Model AR400, designed for analog lines, is a portable and standalone unit featuring a touchscreen for easy configuration, records searching, live monitoring and playback of the phone conversation. It can be controlled via LAN and the Internet.

Artech’s products support VoIP gateway and PABX interface. High-end models are priced more than $800, while entry-level units are priced below $300.

With the growing popularity of VoIP, most telecom service equipment suppliers build their products around this technology, offering a host of voice gateways, video conferencing systems and other related products.

In Hong Kong, most of i.land Software & System Co. Ltd’s telecom service equipment are designed to work with Skype, the free Internet phone software. Aside from being an official distributor of SkyGo voice gateways and video conferencing systems, the company develops other Skype-based telecom service equipment at its R&D center in Shenzhen, Guangdong province in mainland China.

The company estimates that SMEs can save up to 80 percent in international call and mobile phone charges using its telecom service equipment. Unlike conventional telecom equipment, i.land’s Skype-based solutions are simple to install, as most are plug-and-play single-unit devices that require no external computer connection. These support Web interface for easy management and allow user experience similar to making PSTN calls.

Skype voice gateways from i.land can function as regular PBX systems, as well as connect existing PBX systems to a Skype network. Each model supports hunt group function that automatically connects incoming calls to an available line if the representative line is busy. Telephone conferences with multiple users in different locations are supported. The devices can also function as an integrated SIP, Skype and PSTN device, as well as IP surveillance tool.

Many value-added functions are supported by i.land’s products including speed dialing, call waiting, call transfer, voice mail and e-mail notification. The devices likewise double as IVR for directing incoming callers.

For efficient usage of SkypeOut credit, the SkyGo series provides different user authorization levels and alerts system administrators if the remaining credit is low.

One function that i.land is developing for its upcoming products is called Skycall. It allows the central office to automatically call back a mobile phone user who sends its number via short message service (SMS). This is suitable in many cities where outgoing mobile phone calls are expensive while incoming calls are free or charged minimally. The function will be available in i.land’s latest product scheduled for release before the end of Q1 2009.

FIT specializes in computer telephony integration (CTI). Due to the large customization required by many of its customers, the company opts to use mature Taiwan-, Japan- and US-made hardware and focus on forming total product solutions. Among its total solutions are IVRS with call flow editor, IP PBX call partner, call center, reservation service, promotion server, SMS server, telesurvey and fax broacasting and e-mail marketing.

Artech is also exploring CTI, particularly hardware development. It is now working on products that will support Skype gateways and IP phones.

The increasing adoption of telecom services equipment in emerging markets for SOHO, SME and home applications is encouraging makers to diversify their product range.

Artech, for instance, is expanding its product line to include portable models with fewer ports designed to meet the requirements of SOHO, SME and home users. Company sales manager Carol Lee said that these models are priced to fit the budget of smaller-scale clients.

Quanta Computer Inc. (ESBU) offers a digital operator phone system for small businesses. The model adopts Microsoft’s software and features a revertible control panel to suit desktop or wall-mount use. The company plans to release more products targeted at SMEs.

Lee noted that IP-based telecom equipment with remote recording and monitoring functions will also become popular in this segment.

Taiwan makers can develop models in-house and customize specifications based on client requests. Products meet CE and FCC standards, and RoHS certification is a must.

All of i.land’s products are Skype-certified and support other Skype features such as SkypeWeb, Skype Pro and Skype Unlimited. The products are FCC- and CE-approved.

With the global economic downturn forcing many companies to seek ways to cut down costs, i.land expects more corporate users and SMEs to switch to Skype-based solutions. Its main export markets are currently mainland China and Southeast Asia, but it targets global distribution including partner resellers in Africa and the Middle East.

Many makers also expect new markets for SOHO, home and small-size cost-saving solutions will be promising this year.

FIT’s customers are mostly based in Asia, and include government offices, call centers, hospitals, banks and telecom companies. As part of its aftersales services, the company provides engineering support, training and maintenance to its clients.

In Taiwan, Yosin thinks the market will become sluggish in 2009 with lower demand. Artech, meanwhile, believes that sales will remain stable.

More than 90 percent of products made by Taiwan makers are exported. Most makers engage in own-brand, private-label ODM business and OEM service, and sell their products mainly via local distributors.

Artech focuses on the export market. It ships its products to the United States, Europe and Southeastern Asia, which collectively account for about 80 percent of the company’s voice logger sales. It is now expanding its market to Eastern Europe, and South and Central America. Eighty percent of its shipments are sold under its own brand, while 20 percent are under OEM sales.

Export sales account for more than 90 percent of Yosin‘s sales revenues. The company’s major export markets are located in Asia, including mainland China and Southeast Asia. The company also sells its products to Europe and the US, mostly to SMEs.

There are only three makers involved in the manufacture of key phone systems in South Korea, namely Samsung Electronics, LG-Nortel and Hyundai Telrings Electronics Co. Ltd. Of these, Samsung and LG-Nortel dominate the line, taking 80 percent of the local market, with Hyundai Telrings and foreign entrants taking the rest.

Stiff competition among the three makers has pushed the product’s price to rock-bottom. Suppliers from the region also face rivalry from low-priced value-added products that come from other Asian countries.

For Hyundai Telrings, one way to strengthen competitiveness is to provide products at par with those released by major players, with the advantage of a lower price. Its newly released HDK-50 digital key phone service unit provides direct inward system access and caller ID display services. One unit can store up to 1,000 numbers. It supports direct inward dialing. Minimum capacity is four CO and eight extensions, and maximum capacity is 40 CO and 60 extensions. Each unit provides up to 108 extensions when two units of the model are combined. Especially focusing on providing easy configuration and installation, the company’s products require less additional setup costs even when installed in existing systems of buildings and offices.

The HDK-50 has a telesecurity feature that uses the company’s own data communication modules. The model can also be connected with the maker’s other key phone terminals, such as the HDS-30 and HTS-30 CID.

Looking ahead, Hyundai Telrings plans to expand its product line while continuing to produce traditional key phone systems, targeting home automation. Its HTA-500 digital switching system for apartment complexes provides one-touch connection between the guardroom and residents. The model supports 30 to 132 household lines, and up to 3,000 households when combined. It also offers a parking management system, an announcement system and telephone call function among residents. The product can be applied without any other extra installation of new cable lines connecting existing built terminals, such as door locks or video door phones.

Among the company’s future plans is developing and introducing IP-based key phone soft switches.