Our first Next-Gen PBX test (in February) was of Artisoft's TeleVantage system, an almost drop-in replacement for traditional phone systems. We followed in March with a test of 3Com's NBX 100, which turns its nose up at traditional telephony and uses IP networking for connections between servers and station sets.

This month, we chose to look at the Shoreline Communication System from Shoreline Teleworks (Sunnyvale, CA - 408-331-3300, www.goshoreline.com). The Shoreline Communication System (or SCS for short) straddles the traditional and IP-based telephony worlds, with traditional telephone trunking and extensions bound together over an IP network backbone. The combination offers great potential, with simplicity on the telephony end and sophistication and scalability in the network server/client structure.

FEATURES AND FUNCTIONS

The operating core of the SCS is an NT 4.0 server running several Microsoft and Shoreline server components to manage call handling, voice messaging, and system configuration. No voice cards or other telephony interface components are installed in the server itself. Instead, Shoreline relies on separate, standalone "bricks" called Voice Switches, which communicate with each other and the server via an IP network. There are two models of Voice Switch: the 24-port T-1 version and the 12-port analog version.

Trunk and Extension Management

Each Voice Switch is a standalone box resembling a network router. The T-1 version connects 24 digital trunk lines into the network. The analog Voice Switches connect in 12 analog ports, each of which can be individually configured as loop-start trunks or as extensions. At least one analog Voice Switch is required in each system to provide extension ports. The same analog Voice Switch, or a separate one, or a T-1 switch, can be used to provide trunk ports. A single analog switch can provide 2-by-10 to 6-by-6-port configurations, or even higher trunk counts, if anyone has need of a 10-by-2 phone system.

What's especially nifty about the SCS concept is that all of a site's trunks can be brought to a single main entry point, and extensions can be doled out to each group and location in the site by installing one or more analog Voice Switches locally. No telephony wiring between the head-end closet and extensions is needed - just the network connection to link the server, trunk switches, and extension switches.

Shoreline has also taken the wise step of making all of its Voice Switches 10/100 Mbps-capable on the network side. This opens the door for much better performance than 10-Mbps IP telephony systems, especially in high user density sites. It's also important to understand that most of the PBX and call control features are embedded in the Voice Switches, and don't rely on the NT server for operation.

The SCS is inherently a distributed system, so multiple-site operation is a simple step up from single-site use. Each site must have an NT server for system management, as well as at least one analog Voice Switch for extensions and/or trunks. With a good WAN or VPN connecting sites, though, it's entirely practical to have all of a company's telephone trunks at a single site and allow several remote sites to share them.

The SCS version we tested supports up to 360 ports, trunks, and extensions combined - enough for 250 users or more altogether. (The new version, due for release by press time, supports up to 1,200 ports). It's also a cost-effective option for companies with as few as five or six users - especially if expansion is in their future.

Voice Messaging

The Shoreline Communication System uses the NT server to host the auto attendant and voicemail components. Both features are as competent and comprehensive as any mid-sized business needs. The SCS does not have a true ACD feature, although simple call grouping can be obtained by adding the ShoreWare Workgroup Client. One cost-saving aspect: Voicemail accounts do not require user licenses. If a company has voicemail-only users, such as sales or field representatives who do not have a desk or cubicle, they can be accommodated without license costs.

GUI, TUI, and Call Management

Since the SCS is designed to use any suitable single-line analog station set, all of its call control and messaging features are controlled by the Telephone User Interface (TUI) and desktop computer GUI. Shoreline's TUI and GUI components are very well designed and permit easy, flexible management of calls and voice messages.

The ShoreWare Director is the primary administration, configuration, and maintenance interface. As with all of the Shoreline GUIs, it is browser-based, permitting it to be run from any workstation on the network.

The ShoreWare User Client is the desktop client for users.

The ShoreWare Operator Client is an advanced user client that permits operators or receptionists to manage and direct calls.

The ShoreWare Workgroup Client is another advanced user client that permits groups or departments within a company to share incoming calls for distribution, such as calls for tech support or sales.

To protect message privacy and control access, password protection is an integral part of all the GUIs. SCS's TUI offers a substantial portion of the GUI's power via a dialup/DTMF connection.

Shoreline's combination of traditional telephony elements for trunks and extensions, combined with the very flexible and scalable IP telephony "backbone," make it a formidable contender in the Next-Gen PBX battle. We left it to CT Labs to find out just how well this unique combination of capabilities works.

INITIAL EVALUATIONS

CT Labs begins its testing with an evaluation of several product areas that don't lend themselves to formal measures. The CT Labs technicians try to approach each of these areas of evaluation with the viewpoint of a savvy end user- not an expert, but not a telephony and/or networking novice, either.

Installation and Initial Configuration

Installation of the Shoreline Communication System components began by connecting the NT server and two IPBX-12 Voice Switches to a 100 Mbps Ethernet LAN. The server was provided by Shoreline and came with the required NT Server 4.0, Service Pack 4.0 (or later), Internet Explorer 4.01 (or later), and NT Option Pack installed. (Shoreline can arrange for a preconfigured server to be provided by a major PC manufacturer, or the end user can build and configure his own.)

With the server preconfigured, installation of the ShoreWare Server software, including the Director and User Client applications, took just 15 minutes, with approximately 30 minutes of post-installation configuration. The CT Labs technician reported that a minimal level of networking and operating system knowledge was needed, along with moderate telephony knowledge. Greater OS experience would be needed for installers who must build and configure the NT server before the SCS.

Our first Next-Gen PBX test (in February) was of Artisoft's TeleVantage system, an almost drop-in replacement for traditional phone systems. We followed in March with a test of 3Com's NBX 100, which turns its nose up at traditional telephony and uses IP networking for connections between servers and station sets.

This month, we chose to look at the Shoreline Communication System from Shoreline Teleworks (Sunnyvale, CA - 408-331-3300, www.goshoreline.com). The Shoreline Communication System (or SCS for short) straddles the traditional and IP-based telephony worlds, with traditional telephone trunking and extensions bound together over an IP network backbone. The combination offers great potential, with simplicity on the telephony end and sophistication and scalability in the network server/client structure.

FEATURES AND FUNCTIONS

The operating core of the SCS is an NT 4.0 server running several Microsoft and Shoreline server components to manage call handling, voice messaging, and system configuration. No voice cards or other telephony interface components are installed in the server itself. Instead, Shoreline relies on separate, standalone "bricks" called Voice Switches, which communicate with each other and the server via an IP network. There are two models of Voice Switch: the 24-port T-1 version and the 12-port analog version.

Trunk and Extension Management

Each Voice Switch is a standalone box resembling a network router. The T-1 version connects 24 digital trunk lines into the network. The analog Voice Switches connect in 12 analog ports, each of which can be individually configured as loop-start trunks or as extensions. At least one analog Voice Switch is required in each system to provide extension ports. The same analog Voice Switch, or a separate one, or a T-1 switch, can be used to provide trunk ports. A single analog switch can provide 2-by-10 to 6-by-6-port configurations, or even higher trunk counts, if anyone has need of a 10-by-2 phone system.

What's especially nifty about the SCS concept is that all of a site's trunks can be brought to a single main entry point, and extensions can be doled out to each group and location in the site by installing one or more analog Voice Switches locally. No telephony wiring between the head-end closet and extensions is needed - just the network connection to link the server, trunk switches, and extension switches.

Shoreline has also taken the wise step of making all of its Voice Switches 10/100 Mbps-capable on the network side. This opens the door for much better performance than 10-Mbps IP telephony systems, especially in high user density sites. It's also important to understand that most of the PBX and call control features are embedded in the Voice Switches, and don't rely on the NT server for operation.

The SCS is inherently a distributed system, so multiple-site operation is a simple step up from single-site use. Each site must have an NT server for system management, as well as at least one analog Voice Switch for extensions and/or trunks. With a good WAN or VPN connecting sites, though, it's entirely practical to have all of a company's telephone trunks at a single site and allow several remote sites to share them.

The SCS version we tested supports up to 360 ports, trunks, and extensions combined - enough for 250 users or more altogether. (The new version, due for release by press time, supports up to 1,200 ports). It's also a cost-effective option for companies with as few as five or six users - especially if expansion is in their future.

Voice Messaging

The Shoreline Communication System uses the NT server to host the auto attendant and voicemail components. Both features are as competent and comprehensive as any mid-sized business needs. The SCS does not have a true ACD feature, although simple call grouping can be obtained by adding the ShoreWare Workgroup Client. One cost-saving aspect: Voicemail accounts do not require user licenses. If a company has voicemail-only users, such as sales or field representatives who do not have a desk or cubicle, they can be accommodated without license costs.

GUI, TUI, and Call Management

Since the SCS is designed to use any suitable single-line analog station set, all of its call control and messaging features are controlled by the Telephone User Interface (TUI) and desktop computer GUI. Shoreline's TUI and GUI components are very well designed and permit easy, flexible management of calls and voice messages.

The ShoreWare Director is the primary administration, configuration, and maintenance interface. As with all of the Shoreline GUIs, it is browser-based, permitting it to be run from any workstation on the network.

The ShoreWare User Client is the desktop client for users.

The ShoreWare Operator Client is an advanced user client that permits operators or receptionists to manage and direct calls.

The ShoreWare Workgroup Client is another advanced user client that permits groups or departments within a company to share incoming calls for distribution, such as calls for tech support or sales.

To protect message privacy and control access, password protection is an integral part of all the GUIs. SCS's TUI offers a substantial portion of the GUI's power via a dialup/DTMF connection.

Shoreline's combination of traditional telephony elements for trunks and extensions, combined with the very flexible and scalable IP telephony "backbone," make it a formidable contender in the Next-Gen PBX battle. We left it to CT Labs to find out just how well this unique combination of capabilities works.

INITIAL EVALUATIONS

CT Labs begins its testing with an evaluation of several product areas that don't lend themselves to formal measures. The CT Labs technicians try to approach each of these areas of evaluation with the viewpoint of a savvy end user- not an expert, but not a telephony and/or networking novice, either.

Installation and Initial Configuration

Installation of the Shoreline Communication System components began by connecting the NT server and two IPBX-12 Voice Switches to a 100 Mbps Ethernet LAN. The server was provided by Shoreline and came with the required NT Server 4.0, Service Pack 4.0 (or later), Internet Explorer 4.01 (or later), and NT Option Pack installed. (Shoreline can arrange for a preconfigured server to be provided by a major PC manufacturer, or the end user can build and configure his own.)

With the server preconfigured, installation of the ShoreWare Server software, including the Director and User Client applications, took just 15 minutes, with approximately 30 minutes of post-installation configuration. The CT Labs technician reported that a minimal level of networking and operating system knowledge was needed, along with moderate telephony knowledge. Greater OS experience would be needed for installers who must build and configure the NT server before the SCS.