459:—knowing where intended recipients are, and if they are available, in real time—is a key component of unified communications. Unified communications integrates all systems a user might already use, and helps those systems work together in real time. For example, unified communications technology could allow a user to seamlessly collaborate with another person on a project, even if the two users are in separate locations. The user could quickly locate the necessary person by accessing an interactive directory, engage in a text messaging session, and then escalate the session to a voice call, or even a video call.
198:
and provided IBMers with one phone number for voicemail, fax, alphanumeric paging and follow-me. POET was in use until 2000. In the late 1990s, a New
Zealand-based organization called IPFX developed a commercially available presence product, which let users see the location of colleagues, make decisions on how to contact them, and define how their messages were handled based on their own presence. The first full-featured converged telephony/UC offering was the Nortel Succession MX (Multimedia eXchange) product, which later became known as Nortel Multimedia Communications Server (MCS 5100).
404:, but it is distinct. Unified communications refers to both real-time and non-real-time delivery of communications based on the preferred method and location of the recipient; unified messaging culls messages from several sources (such as e-mail, voice mail and faxes), but holds those messages only for retrieval at a later time. Unified communications allows for an individual to check and retrieve an e-mail or voice mail from any communication device at any time. It expands beyond voice mail services to data communications and video services.
209:. This resulted in a residual, recurring cost to customers. Over time, the PBX became more privatized, and internal staff members were hired to manage these systems. This was typically done by companies that could afford to bring this skill in-house and thereby reduce the requirement to notify the phone company or their local PBX vendor each time a change was required in the system. This increasing
467:
business processes. This is achieved by integrating UC functionality directly into the business applications using development tools provided by many of the suppliers. Instead of the individual user invoking the UC functionality to, say, find an appropriate resource, the workflow or process application automatically identifies the resource at the point in the business activity where one is needed.
285:
the handset was no longer a digital device hanging off a copper loop from a PBX. Instead, the handset lived on the network as another computer device. The transport of audio was therefore no longer a variation in voltages or modulation of frequency such as with the handsets from before, but rather
197:
arose in the mid-1990s, when messaging and real-time communications began to combine. In 1993, ThinkRite (VoiceRite) developed the unified messaging system, POET, for IBM's internal use. It was installed in 55 IBM US Branch
Offices for 54,000 employees and integrated with IBM OfficeVision/VM (PROFS)
466:
The examples in the previous paragraph primarily describe "personal productivity" enhancements that tend to benefit the individual user. While such benefits can be important, enterprises are finding that they can achieve even greater impact by using unified communications capabilities to transform
386:
There is some debate about whether unified communications hosted on an enterprise's premises is the same thing as unified communications solutions that are hosted by a service provider, or UCaaS (UC as a
Service). While both offer their respective advantages, all of these approaches can be grouped
123:
UC allows an individual to send a message on one medium and receive the same communication on another medium. For example, one can receive a voicemail message and choose to access it through e-mail or a cell phone. If the sender is online according to the presence information and currently accepts
190:-like features were recognized as an access mechanism to corporate information for mobile employees, before the explosion of cell phones and the proliferation of PCs. E-mail also began to grow in popularity, and as early as 1985, e-mail reading features were made available for certain voicemail.
462:
In another example, an employee receives a call from a customer who wants answers. Unified communications enables that employee to call an expert colleague from a real-time list. This way, the employee can answer the customer faster by eliminating rounds of back-and-forth e-mails and phone-tag.
301:
When considering the efforts of
Unified Communications solutions providers, the overall goal is to no longer focus strictly on the telephony portion of daily communications. The unification of all communication devices inside a single platform provides the mobility, presence, and contact
160:
Unified communications is an evolving set of technologies that automates and unifies human and device communications in a common context and experience. It optimizes business processes and enhances human communications by reducing latency, managing flows, and eliminating device and media
298:). When the handset is just another computer connected to the network, advanced features can be provided by letting computer applications communicate with server computers elsewhere in any number of ways; applications can even be upgraded or freshly installed on the handset.
273:
and replacing it with a solution based on IP. This IP solution is software driven only, and thereby does away with the need for "switching" equipment at a customer site (save the equipment necessary to connect to the outside world). This created a new technology, now called
492:) is the integration of various communications methods with collaboration tools such as virtual white boards, real-time audio and video conferencing, and enhanced call control capabilities. Before this fusion of communications and collaboration tools into a single platform,
474:(IM "buddy lists") the status of individuals is identified. But, in many business process applications, what is important is finding someone with a certain skill. In these environments, presence identifies available skills or capabilities.
136:
and increase user productivity", but such integration can take many forms, such as: users simply adjusting their habits, manual integration as defined by procedures and training, integration of communications into off-the-shelf tools such as
520:
is the act of entering and configuring the settings for users of phone systems, instant messaging, telepresence, and other collaboration channels. Provisioners refer to this process as making moves, adds, changes, and deletes or MAC-Ds.
305:
Given the wide scope of unified communications, there has been a lack of community definition as most solutions are from proprietary vendors. Since March 2008, there are several open source projects with a UC focus such as Druid and
314:, a leading open source telephony project. The aim of these open source UC projects is to allow the open source community of developers and users to have a say in unified communications and what it means.
216:
As companies began to deploy IP networks in their environment, companies began to use these networks to transmit voice instead of relying on traditional telephone network circuits. Some vendors such as
477:
This "business process" approach to integrating UC functionality can result in bottom line benefits that are an order of magnitude greater than those achievable by personal productivity methods alone.
183:(CO) to the customer. The system —PBX or key telephone system— accepted the call and routed the call to the appropriate extension or line appearance on the phones at the customer's office.
1030:
593:
UC is not a single product but rather a solution made up of a variety of communication tools and components. UC is a comprehensive solution that ties several components together with user experience.
500:
vendors offered distinctly different solutions. Now, collaboration service vendors also offer communications services, and communications service providers have developed collaboration tools.
613:
324:
7.5, as well as related products and services such as IBM WebSphere
Unified Messaging, IBM Global Technology Services - Converged Communications Services, and more. In October 2007,
124:
calls, the response can be sent immediately through text chat or a video call. Otherwise, it may be sent as a non-real-time message that can be accessed through a variety of media.
951:
412:
With unified communications, multiple modes of business communications are integrated. Unified communications is not a single product but a collection of elements that includes:
665:
1008:
581:
120:
as they become an integrated part of the network communications deployment and may be directed as one-to-one communications or broadcast communications from one to many.
926:
982:
695:
320:
entered the unified communications marketplace with several products, beginning in 2006 with the updated release of a unified communications middleware platform,
344:
848:
756:
1101:
787:
643:
112:
In its broadest sense, the UC can encompass all forms of communications that are exchanged via a network to include other forms of communications such as
161:
dependencies. A UC system may include features such as messaging, voice and video calls, meetings, team collaboration, file sharing, and integrated apps.
900:
245:). This design required special hardware on both ends of the network equipment to provide the termination and delivery at each site. As time went by,
225:
created circuit packs or cards for their PBX systems that could interconnect their communications systems to the IP network. Other vendors such as
157:, etc., or purpose-specific integration into customized applications in specific operating departments or in vertical markets such as healthcare.
510:) is cloud-based UCC platforms. Compared to premises-based UCC solutions, UCCaaS platforms offer enhanced flexibility and scalability due to the
179:
provided and managed by the local phone company. These systems used the phone company's analog or digital circuits to deliver phone calls from a
229:
created equipment that could be placed in routers to transport voice calls across a company network from site to site. The termination of PBX
605:
171:
The history of unified communications is tied to the evolution of the supporting technology. Originally, business telephone systems were a
947:
1059:
535:
359:
for interoperability between UC products and existing communications and business applications. The original founding members were
278:. A system that uses IP-based telephony services only, rather than a legacy PBX or key system, is called an IP telephony solution.
733:
1106:
673:
1086:
1004:
577:
497:
922:
974:
540:
329:
295:
238:
113:
703:
132:
There are varying definitions for unified communications. A basic definition is "communications integrated to optimize
105:). UC is not necessarily a single product, but a set of products that provides a consistent unified user interface and
530:
82:
818:
840:
336:. In March 2008, Unison Technologies launched Unison, a software-based unified communications solution that runs on
748:
779:
213:
triggered the development of more powerful software that increased the usability and manageability of the system.
1091:
230:
162:
635:
62:
1096:
172:
493:
246:
74:
511:
470:
When used in this manner, the concept of presence often changes. Most people associate presence with
546:
302:
capabilities that extend beyond the phone to all devices a person may use or have at their disposal.
270:
206:
176:
46:
138:
878:
432:
321:
180:
58:
54:
769:
History - Courtesy of Mark H. Turpin, Senior
Consultant - Unified Communications, Calence, LLC
556:
471:
427:
422:
401:
333:
142:
86:
42:
454:
364:
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234:
133:
1051:
360:
294:
originally) and transporting it with a protocol such as the Real-time
Transport Protocol (
117:
106:
66:
725:
356:
311:
250:
154:
17:
1080:
978:
237:
and delivered to another phone system is traditionally referred to as Voice over IP (
210:
202:
551:
282:
275:
78:
70:
50:
146:
41:
concept describing the integration of enterprise communication services such as
348:
150:
975:"What's the difference between unified communications and unified messaging?"
376:
325:
90:
38:
810:
372:
368:
380:
307:
258:
222:
94:
948:"Hosted vs. On-site Unified Communications: Both Provide Advantages"
337:
291:
287:
266:
262:
254:
226:
218:
1031:"Instant messaging strategies: Usage policy and training are key"
811:"Gates Launches Microsoft VoIP Portfolio, Predicts Demise of PBX"
696:"The Front Pager Poet System Has Write Stuff For Those In Motion"
242:
387:
under the single umbrella category of unified communications.
317:
269:
realized the potential for eliminating the traditional PBX or
187:
102:
98:
351:
alliance between technology companies that creates and tests
201:
The major drawback to this service was the reliance on the
504:
Unified communications & collaboration as a service
205:
or vendor partner to manage (in most cases) the PBX or
870:
400:Unified communications is sometimes confused with
85:with non-real-time communication services such as
923:"Two Magic Quadrants for Unified Communications"
450:Software to enable business process integration
347:(UCIF) was announced. UCIF is an independent,
345:Unified Communications Interoperability Forum
8:
57:and single number reach), audio, web &
486:Unified communications & collaboration
416:Call control and multimodal communications
332:, a software-based application running on
355:profiles, implementation guidelines, and
328:entered the UC market with the launch of
109:across multiple devices and media types.
841:"Linux Communications Suite Enters Beta"
568:
821:from the original on 16 September 2008
780:"IBM Aims Sametime at Microsoft Users"
616:from the original on 20 September 2017
186:In the 1980s, voice mail systems with
809:Follett, Jennifer (16 October 2007).
7:
954:from the original on 2 February 2014
881:from the original on 6 February 2018
749:"Nortel launches MCS 5100 worldwide"
646:from the original on 1 February 2018
606:"Cloud network architecture and ICT"
73:(including web connected electronic
1102:Telephone service enhanced features
1029:McGillicuddy, Shamus (2009-05-07).
1007:. SearchUnifiedCommunications.com.
851:from the original on 27 August 2011
580:. SearchUnifiedCommunications.com.
541:Unified communications as a service
518:Unified communications provisioning
438:Conferencing (audio, Web and video)
447:Business process integration (BPI)
286:encoding the conversation using a
25:
1033:. SearchUnifiedCommunications.com
921:Glenn, Christopher (2010-09-10).
536:Unified communications management
1052:"What is Cisco UC Provisioning?"
790:from the original on 5 June 2011
759:from the original on 2017-08-17.
736:from the original on 2016-07-29.
53:), mobility features (including
1062:from the original on 2017-11-07
1011:from the original on 2010-09-23
985:from the original on 2009-09-13
929:from the original on 2010-09-15
747:Judge, Peter (March 19, 2004).
584:from the original on 2010-09-23
496:service vendors and enterprise
1003:Pleasant, Blair (2008-07-28).
576:Pleasant, Blair (2008-07-28).
27:Business and marketing concept
1:
396:Contrasting unified messaging
973:Taylor, Steve (2006-05-06).
330:Office Communications Server
239:Voice over Internet Protocol
114:Internet Protocol television
531:Intelligent network service
233:to be transported across a
1123:
494:enterprise collaboration
63:fixed-mobile convergence
1107:Sociology of technology
925:. Seamless Enterprise.
173:private branch exchange
75:interactive whiteboards
1087:Unified communications
1005:"What UC is and isn't"
950:. eFax. 6 April 2012.
726:"Succession MX Basics"
578:"What UC is and isn't"
498:communications service
435:and personal assistant
195:unified communications
31:Unified communications
18:Unified Communications
310:, which are based on
670:www.ucstrategies.com
640:www.ucstrategies.com
547:Mobile collaboration
514:subscription model.
207:key telephone system
177:key telephone system
47:presence information
37:) is a business and
706:on 10 December 2015
441:Collaboration tools
281:With the advent of
49:, voice (including
901:"Businesswire.com"
753:ComputerWeekly.com
322:IBM Lotus Sametime
134:business processes
83:speech recognition
59:video conferencing
55:extension mobility
557:Unified messaging
472:instant messaging
428:Unified messaging
423:Instant messaging
402:unified messaging
343:In May 2010, the
87:unified messaging
43:instant messaging
16:(Redirected from
1114:
1092:Teleconferencing
1071:
1070:
1068:
1067:
1048:
1042:
1041:
1039:
1038:
1026:
1020:
1019:
1017:
1016:
1000:
994:
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991:
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964:
963:
961:
959:
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937:
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911:
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831:
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828:
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795:
776:
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767:
761:
760:
744:
738:
737:
722:
716:
715:
713:
711:
702:. Archived from
700:sun-sentinel.com
692:
686:
685:
683:
681:
672:. Archived from
662:
656:
655:
653:
651:
632:
626:
625:
623:
621:
602:
596:
595:
590:
589:
573:
481:Related concepts
365:Juniper Networks
353:interoperability
21:
1122:
1121:
1117:
1116:
1115:
1113:
1112:
1111:
1077:
1076:
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1036:
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904:
903:(Press release)
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882:
869:
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839:
838:
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824:
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746:
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724:
723:
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709:
707:
694:
693:
689:
679:
677:
676:on 16 June 2017
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663:
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629:
619:
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587:
585:
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574:
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527:
483:
410:
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169:
130:
118:digital signage
107:user experience
67:desktop sharing
28:
23:
22:
15:
12:
11:
5:
1120:
1118:
1110:
1109:
1104:
1099:
1097:Videotelephony
1094:
1089:
1079:
1078:
1073:
1072:
1058:. 2015-09-18.
1043:
1021:
995:
965:
939:
913:
892:
862:
832:
801:
771:
762:
739:
717:
687:
666:"BCStrategies"
657:
636:"BCStrategies"
627:
610:techtarget.com
597:
567:
566:
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409:
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357:best practices
251:Alcatel-Lucent
181:central office
168:
165:
155:Salesforce.com
129:
126:
26:
24:
14:
13:
10:
9:
6:
4:
3:
2:
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1105:
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1098:
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1085:
1084:
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1061:
1057:
1056:Akkadian Labs
1053:
1047:
1044:
1032:
1025:
1022:
1010:
1006:
999:
996:
984:
980:
979:Network World
976:
969:
966:
953:
949:
943:
940:
928:
924:
917:
914:
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805:
802:
789:
785:
781:
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766:
763:
758:
754:
750:
743:
740:
735:
732:. July 2003.
731:
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705:
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697:
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675:
671:
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661:
658:
645:
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583:
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480:
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473:
468:
464:
460:
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449:
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443:
440:
437:
434:
433:Speech access
431:
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424:
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395:
390:
388:
384:
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366:
362:
358:
354:
350:
346:
341:
340:and Windows.
339:
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323:
319:
315:
313:
309:
303:
299:
297:
293:
289:
284:
279:
277:
272:
268:
265:, Wildix and
264:
260:
256:
252:
248:
244:
240:
236:
232:
228:
224:
220:
214:
212:
211:privatization
208:
204:
203:phone company
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1064:. Retrieved
1055:
1046:
1035:. Retrieved
1024:
1013:. Retrieved
998:
987:. Retrieved
968:
956:. Retrieved
942:
931:. Retrieved
916:
905:. Retrieved
895:
883:. Retrieved
875:www.ucif.org
874:
865:
853:. Retrieved
844:
835:
823:. Retrieved
814:
804:
792:. Retrieved
783:
774:
765:
752:
742:
729:
720:
708:. Retrieved
704:the original
699:
690:
678:. Retrieved
674:the original
669:
660:
648:. Retrieved
639:
630:
618:. Retrieved
609:
600:
592:
586:. Retrieved
571:
552:Telepresence
517:
516:
507:
503:
502:
489:
485:
484:
476:
469:
465:
461:
455:
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411:
399:
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342:
316:
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283:IP telephony
280:
276:IP telephony
215:
200:
194:
192:
185:
170:
159:
131:
122:
111:
89:(integrated
79:call control
71:data sharing
51:IP telephony
34:
30:
29:
147:Lotus Notes
139:Thunderbird
116:(IPTV) and
1081:Categories
1066:2017-11-03
1037:2009-05-07
1015:2013-07-26
989:2009-08-08
958:26 January
933:2009-09-14
907:2010-05-19
588:2013-07-26
563:References
408:Components
391:Technology
349:non-profit
271:key system
151:BlackBerry
128:Definition
377:Microsoft
326:Microsoft
193:The term
175:(PBX) or
91:voicemail
39:marketing
1060:Archived
1009:Archived
983:Archived
952:Archived
927:Archived
885:25 April
879:Archived
855:25 April
849:Archived
825:25 April
819:Archived
794:25 April
788:Archived
757:Archived
734:Archived
710:25 April
680:25 April
650:25 April
644:Archived
620:25 April
614:Archived
582:Archived
525:See also
456:Presence
444:Mobility
419:Presence
373:LifeSize
369:Logitech
312:Asterisk
231:circuits
45:(chat),
845:PCWorld
815:crn.com
784:PCWorld
543:(UCaaS)
381:Polycom
334:Windows
308:Elastix
247:Siemens
235:network
167:History
143:Outlook
65:(FMC),
871:"UCIF"
508:UCCaaS
379:, and
259:Nortel
223:Nortel
95:e-mail
730:Avaya
338:Linux
292:G.711
288:codec
267:Mitel
263:Avaya
255:Cisco
227:Cisco
219:Avaya
960:2014
887:2018
857:2018
827:2018
796:2018
712:2018
682:2018
652:2018
622:2018
512:SaaS
243:VoIP
221:and
101:and
81:and
490:UCC
318:IBM
296:RTP
241:or
188:IVR
103:fax
99:SMS
77:),
1083::
1054:.
981:.
977:.
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786:.
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361:HP
261:,
257:,
253:,
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141:,
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69:,
61:,
35:UC
1069:.
1040:.
1018:.
992:.
962:.
936:.
910:.
889:.
859:.
829:.
798:.
714:.
684:.
654:.
624:.
506:(
488:(
290:(
33:(
20:)
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