Proteus Enterprise and Trader

Product Overview

Document Reference V8.1

Enghouse Interactive Trevor Davis – Head of Products EMOTIONALEPROTEUS ENTERPRISE INTELLIGENZ AND TRADER

Index

1 CHANGE CONTROL 3 2 BUSINESS INTELLIGENCE FOR CORPORATE COMMUNICATIONS SYSTEMS 4 3 CORE COMMUNICATIONS ANALYSIS CAPABILITIES 6 4 OPTIONAL ANALYSIS TOOLS 8 5 PROTEUS TRADER 10 6 MANAGED SERVICES 11 7 ANALYSIS TOOLSET 12 8 RETURN ON INVESTMENT 13 9 SUPPORTED SYSTEMS 14 10 HARDWARE AND SOFTWARE REQUIREMENTS 15

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Change

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3 ENGHOUSE INTERACTIVE PROTEUS ENTERPRISE AND TRADER Business Intelligence for Corporate Communications Systems

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roteus is an internationally recognised cor- • C-level: company-wide summary reporting P porate application for analysing commu- breaking down costs, capacity analysis, and nications systems, providing billing data and key performance indicators. identifying telecoms fraud. Proteus is used widely • Finance teams: automated cost allocation within the mid to large corporate sector, with a reports, billing reports for service companies, specialisation within the financial trading market. ability to validate supplier invoices, manage It has been helping companies manage com- business and personal call. munications costs, systems growth and systems migrations for four decades. • IT and Telecoms teams: manage network capacity, set alarms for risk or non-compli- Proteus includes support for call detail record ance, detect fraudulent activity, measure (CDR) imports from over 100 Unified Communica- quality of service, and quickly identify faults. tions (UC), IP and TDM communications systems, • Sales, Marketing and Support teams: measure plus analysis of quality of service (QoS) data for team KPIs, highlight where and when selected IP PBX. Additionally, Proteus Trader is the resources should be deployed, track the only communications analysis application that effectiveness of sales and marketing plans, combines trading platform and PBX data in one measure volume of out-of-hours calls. database for single-view reporting. Designed spe- cifically for investment banks and trading com- • Compliance officers: monitor telephony panies, it simultaneously monitors voice data on compliance across multiple business rules private wires and turrets, and combines this with including system capacity and allowed and PBX data for a 360° view of the organisation’s prohibited call destinations. communications. • All employees: track personal call usage.

Companies operating across multiple sites and PBXs, including international organisations, are able to consolidate data into a single, centralised system, providing business intelligence across all communications systems from one platform. The information and data analysis provided by Proteus benefits multiple people within an organisation:

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Core Communications Analysis Capabilities

Telecoms3 Cost Management Network Optimization Using the Proteus dashboard and reports users Using the Proteus dashboard and reports users can perform real-time and historic cost analysis, can perform analysis of network and trunk utili- compare rate plans across carriers, set cost-based sation to identify peak capacity levels and times; alert triggers and identify unused or underuti- monitor the effectiveness of call routing plans; lised assets for decommissioning. identify abandoned call volumes and agent utilisation; monitor media usage across voice, Cost Allocation video, conferencing, IM, etc.; and measure qual- Proteus’s reports are extensively used for cost ity of service across selected VoIP networks. allocation across a company’s departments or Trunk capacity can be monitored in real-time cost centres. This process can be automatically and measured over time to ensure adequate scheduled to run periodically, e.g. monthly. resources are planned and implemented.

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assets and therefore migration impact, etc. Pro- teus helps managers to build migration plans and business cases for system upgrades. Proteus helps managers to build migration plans and business cases for system upgrades. Proteus can then track activity as users are moved, showing adoption rates and cost savings achieved on the new infrastructure.

Service Billing For legal firms, managed offices, telecom operators, and other companies that require onward billing facilities, Proteus can produce branded billing reports based on usage, percentage Fraud, Security and Compliance Tracking mark-up and defined fixed costs. The reports can Proteus allows for the monitoring of telecom be scheduled and filtered to meet precise needs. activity to automatically identify potentially Staff Activity Monitoring fraudulent activity, such as toll fraud and out-of- hours breakout calls, before it becomes costly. It Reports can be generated showing employee can also be used to trigger alerts for a range of communications activity and cost and can show scenarios such as: performance against defined key performance indicators (KPIs). The data can be visualised on a • Response time SLAs dashboard for real-time monitoring, with flexibil- ity to create and manage dashboard views that • Call duration are specific to individual needs. • Trunk utilisation • Frequency of calls to the same number or trader Unified Communications Unified communications platforms, such as MS • Emergency calls Teams, Skype for Business and Cisco UCM, are • High cost calls complex to manage as they require different • Call destination, such as prohibited numbers or resources depending upon the communications countries channels chosen by end users. Proteus helps to Alerts can be triggered using cost, call volume, manage these complex platforms by providing date and time, people and departments, call granular analysis of system activity. For example, types, call destinations, etc. Alert outputs are also Proteus is able to differentiate between voice, configurable, such as email, Skype IM, and SNMP. video, conferencing, IM and file sharing, all of which can be analysed individually or compared Migration Planning and Management against each other. Analysis of Response Group Migrating telecoms systems and infrastructure call routing and utilisation is available and the is a complex task for large organsiations. Proteus ability to correlate communications activity with provides detailed usage information on legacy network quality of service is particularly helpful platforms, helping to identify the cost to operate for system administrators and IT Managers. Addi- trunks, unused or little used assets that can be tionally, measuring softphone vs. hardphone use decommissioned, staff usage of specific helps identify user adoption trends. 7 ENGHOUSE INTERACTIVE PROTEUS ENTERPRISE AND TRADER

Optional Analysis Toolset

Real-time Monitoring mation such as jitter, latency, packet-loss, MOS, The Proteus real-time4 engine uses a computer call count, average call duration and bandwidth telephony integration engine to collect real-time utilization. The VoIP QoS features are available for status information from the communications plat- the Cisco UCM, MS Teams and Skype for Business form and visualises the data in dashboard format, systems. showing data such as active calls, calls ringing and Data Import and Export Utilities calls on hold. This information can be filtered by department, line group, switch, and many other One of the most important functions of Proteus is entities in order to provide monitoring, for exam- to hold information on lines (trunks, private-wires, ple, of instantaneous concurrent usage of a par- consoles and extensions), employees and depart- ticular trunk group. The engine can also be used by ments. The Proteus import utility makes import- the alerting system to provide real-time alerts and ing and maintaining this information easy. Data is useful for identifying calls to prohibited numbers can be imported from corporate databases either and measuring trunk capacity in real-time. by direct querying (LDAP integration) or via a CSV file. The import can also be scheduled to run auto- VoIP QoS Monitoring matically. The export utility allows data from the The VoIP QoS features are fully embedded into the Proteus database to be exported to third party Proteus application. They offer reporting and real- systems and databases for onward analysis and time alerting on Quality of Service and call infor- storage.

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Proteus Mobile changes over time so that accurate cost allo- This is a powerful embedded set of reports cation can be applied even when assets have for identifying the effectiveness of mobile been reallocated. phone activity including the breakdown of PBX Manager voice calls, messaging and data transfers. Proteus Mobile takes its information direct PBX Manager is bundled with the real-time from an electronic invoice, which is available monitoring module and consists of a CTI from most network operators on request. interface that provides Proteus with basic PBX control features. It supports a large number The key benefit of using Proteus Mobile of PBX. The main features of this tool are: is that it allows full reporting across both mobile phone and PBX, providing a holistic • Click-to-dial. This can be enabled within the view of all telecoms usage and spend. Proteus online directory. Phone numbers displayed within the directory can be clicked Personal and Business Call Management and the user’s extension will automatically dial Personal and Business Call Management the number selected in the directory. Click-to- is a utility and set of reports that allows a dial allows users to create new calls, transfer company to manage personal call usage existing calls, and append a prefix, such as 9, to and tracking. This may be important to the external numbers. company for a number of reasons, includ- • Scheduling handset activation. It allows admin- ing offsetting tax against business calls and istrators to define a schedule for activating charging back personal calls to employees. handsets and deactivating handsets, based on The utility allows an administrator to sched- hours of the day and days of the week. The ule regular email notifications to staff policy is applied per PBX, with individual requesting updates to their personal call list. extension level management allowing exten- The administrator can automatically desig- sions to be included or excluded from the PBX nate groups of numbers as business numbers, policy. ensuring classification is carried out automat- • Policy management. The Proteus alerting ically. Personal calls are shown per employee feature can be extended to control extension with an associated call cost, which can be enablement or disablement. For example, an reported automatically to the accounts extension may be given a monthly cost allow- department. ance. If that cost is exceeded a trigger can be sent to the PBX to disable the extension. Audit Trail The audit trail utility tracks organisational

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Proteus Trader Private Wire and Device Inventory The private wire and device inventories are 5 designed to help you save time and money by reducing the complexity of inventory management. There are a number of key benefits associated with use of the inventories including:

Trader Voice • Realise immediate cost savings by identifying With Proteus Trader, voice activity on the trad- unused and under-utilised private-wires and ing floor can be accurately measured, including devices. Research has shown that on average viewing usage by trader, turret, private wire and 12% of an organisation’s private-wires have zero standard telephony systems. Additionally, pri- utilisation and 15% of private-wire contracts are vate wire and device inventories help managers above current market rates. to track and manage assets, including supplier • Ensures visibility and traceability of private- details, owners, depreciation, service plan renew- wires and devices by taking the effort out of als, etc. their management. Trader Client Database • Includes a naming policy and user defined The client database allows client details to be fields. stored within Proteus including a campaign field • Automatic notification of renewal dates. for campaign name, start date and time, and end • Data Import facility. Any type of data can be date and time. There are also summary and detail imported into the inventories from a CSV file. reports that show Trader calls to clients which can Proteus reports can be used on-demand are via be organised by campaign. scheduling to conduct regular inventory Breakout Call Cost Mapper reviews. This module is designed to alleviate cost alloca- • The inventory can be exported to a CSV file for tion problems associated with combined trading use elsewhere. Data in the CSV file can be platform and PBX environments. Normally, the amended, removed, or new data can be cost of the call is stored against the last leg of the inserted, and the inventory can then be call sequence; hence in reports, the call’s origina- refreshed by importing the updated CSV file. tor will show a zero cost. This module re-allocates • A number of standard reports are available for costs back to the first leg of such calls. inventory reporting and the custom report tool also supports inventory reporting.

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Managed 6 Services • Telecommunication cost reduction • Best practices • Tariff comparison and bill verification

Enghouse offers a range of managed service • Cost allocation and billing schemes options for Proteus customers. Why not utilise • Customer responsiveness the extensive experience and knowledge of our • Network utilisation and capacity professional services team to optimise the value measurement you gain from Proteus? Our consultants are able to provide system planning, system health checks • Management of Proteus on your behalf and fully managed services for the Proteus prod- • Hosting and management of Proteus in an ucts. This can be for on-premise or hosted sys- Enghouse Tier 1 data centre on your behalf tems. Advice and management can cover the following areas:

service that updates the tariff information on the customer’s Proteus system thereby ensuring that customers can easily, and accurately, allocate Support Services costs, verify bills and compare carriers. Tariffs, Enghouse Interactive’s product support services whether standard or customised, can be added, include: removed or modified remotely, making mainte- nance quick, cost-effective and hassle-free. • Choice of support contracts • Dedicated helpdesk engineers Product Training Enghouse Interactive offers standard and • Remote diagnostics, for seamless telephone and email support advanced training courses on its products and related software, delivering them either on the • A global team of support specialists customer’s premises using their live system or at • A specialised team of project managers Enghouse Interactive’s in-house training centre. Investment in training ensures that customers • Comprehensive range of value added-services gain maximum benefit from Proteus’ features Tariff Support and facilities. Keeping track of the best deals amid the complex and ever-changing variety of tariffs is very time consuming. Tariff support is a value-added 11 ENGHOUSE INTERACTIVE PROTEUS ENTERPRISE AND TRADER

Analysis Toolset

• Optimised database: The Proteus database is cross-tab reporting is possible. Report creation optimised to return data queries extremely quickly includes selecting the fields of interest, defining and is able to manage large datasets very efficiently, column headings and 7their order, defining the sort providing users with fast and easy access to data. order, and defining any operations required on • Customisable dashboards: dashboards and selected fields such as summation or counting. dashboard widgets can be customised to specific Output formats supported include Excel, PDF, needs, or created from scratch, and allow data Word, and HTML. The framework is intended for drill-down for greater levels of detail. They are used more advanced users. to provide instant visual access to important • Multiple data sources: Proteus by default analyses datasets, which can be presented using number, CDR data, but is also able to process call manage- graph and grid-style widgets. Data is refreshed ment records (CMR) to provide quality of service every few seconds to provide near real time analy- information and CTI data for real-time system sis. If licensed, real-time data, such as calls ringing. analysis. • Standard reports: over 70 standard report tem- • Import and export: departmental and people plates are available, with individual customisation information can be synchronised with external possible through the report wizard. Report catego- LDAP sources and data exported in a range of ries include cost analysis including billing and cost formats such as ODBC, Excel, CSV, RTF, DOC allocation by department, cost centre, employee and PDF. and switch; call volume and traffic summaries, • Trends and forecasting: cost savings can be unanswered call details; call details by destination, realised by identifying and eliminating unused duration and cost. assets, whilst business continuity can be main- • Customisable report framework: this tool allows tained by ensuring adequate resources are available users to create reports from scratch via any combi- now and into the future. nation of database fields. Summary, detail and

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Return on Investment 8Analysis of Highest Costs and Usage Cost analysis is carried out in real-time because Proteus has its own costing engine. This is ben- If you are installing a call accounting application for eficial because you do not need to wait until the the first time, the return on investment is generally month end to receive your invoice from your very short, often within four months, as you iden- carrier only to find unbudgeted costs in it. Pro- tify unused assets that can be ceased and areas of teus can warn you immediately there is an unu- high expenditure that can be brought down. There- sual costly event, allowing you to proactively after, Proteus is used to manage expenditure, ensur- manage this, whether it be fraud or allowable ing carrier invoices are accurate (carrier bill validation expenditure. reports), identifying trends in call types and compar- ing rates from different carriers to optimise costs, Cost Recovery 7 and analysing mobile call costs, which can often be For businesses operating in the services, legal the most expensive form of communication. and managed office industries the ability to cal- culate and produce billing reports within Pro- Migration Planning and Investment teus allows for the recovery of costs, often with Optimisation margin calculated automatically. The personal Businesses have used Proteus extensively for call monitoring can also be used to recover costs building business cases for transitioning from internally through payroll deductions or similar. one communications technology to another, such as TDM to VoIP, or VoIP to Unified Communica- Mobile Invoice Analysis tions. This can include identifying existing assets, Mobile phones are often the most expensive determining who uses what and therefore what forms of communication, particularly where impact the transition will have, and identifying staff travel internationally. Proteus allows for the areas of risk. Cost analysis also plays an impor- import of electronic invoices and then has a spe- tant part in this process, for example by compar- cific set of reports that can be used to analyse ing different carrier rates for ISDN and SIP trunks. costs, from roaming costs to highest cost staff. On-going cost analysis helps to measure the suc- cess of the migration. Trunk Capacity Management No business wants to spend more than it needs Carrier Rate Comparison to on trunk capacity, but conversely it is impor- Businesses expanding into new markets and tant to ensure adequate capacity to allow the regions will incur additional communications business to offer its customers a high level of ser- costs and Proteus can be used to model call costs vice. Measuring trunk capacity, particularly peaks across multiple suppliers for specific destinations, and troughs over time, is an ideal way to optimise allowing an informed choice of supplier to be expenditure on trunk capacity. made. 13 ENGHOUSE INTERACTIVE PROTEUS ENTERPRISE AND TRADER

Supported Systems 9

Proteus supports the CDR specification of over Proteus is a lightweight application requiring 100 types of PBX, UC platforms and trading sys- minimal hardware and is supported on both tems. These include the following. The list is not physical and virtualised platforms. The underly- exhaustive! ing operating environment is Windows-based and utilises Microsoft SQL Server and Microsoft PBX System Vendors Internet Information Server (IIS) as core compo- 3Com, Alcatel, Asterisk, Avaya, Cisco, Ericsson, nents. Additionally, the reporting framework is Goldstar, Hicom, Mitel, NEC, Panasonic, Samsung, based upon Crystal Reports. ShoreTel, Tandberg, Toshiba, Unify (Siemens) The user interface is a fully responsive HTML 5 UC Platforms site that is optimised for rendering on smart- BroadWorks, Cisco, Metaswitch, Skype for Busi- phones, tablets and desktops. ness, Skype for Business Online, MS Teams. The following table provide details of the min- Trading Platforms imum required hardware. For specific system requirements please refer to your Account BT ITS Lync, Cloud9, BT Session Manager, Etrali, IP Manager. Trade, IPC Alliance, IPC Unigy, Speakerbus, Unify, Cloud9.

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Hardware and Software Requirements10

Proteus is a lightweight application requiring The user interface is a fully responsive HTML 5 minimal hardware and is supported on both site that is optimised for rendering on smart- physical and virtualised platforms. The underly- phones, tablets and desktops. ing operating environment is Windows-based and utilises Microsoft SQL Server and Microsoft The following table provide details of the min- Internet Information Server (IIS) as core compo- imum required hardware. For specific system nents. Additionally, the reporting framework is requirements please refer to your Account based upon Crystal Reports. Manager.

HARDWARE SOFTWARE CPU MINIMUM OF 2-CORE (OR VIRTUAL CURRENT SUPPORTED WINDOWS 10 CORES) PROCESSOR – 3GHZ OR BETTER OS PLATFORM’S WINDOWS SERVER 2012 R2 STD. EDITION WINDOWS SERVER 2016 STD. EDITION WINDOWS SERVER 2019 EDITION

INTERNAL MEMORY 8GB (GIGA-BYTE) OF RAM MINIMUM WEB SERVER IIS V7.X, OR V8.X

DISK STORAGE 120GB (GIGA-BYTE) FREE SPACE WITH CURRENT SUPPORTED VIRTU- VMWARE VSPHERE ESXI ADDITIONAL 35MB PER 1,000,000 CALL ALISATION (OPTIONAL) MICROSOFT HYPER-V RECORDS

NETWORK CONNECTION REQUIRED BROWSERS: INTERNET EXPLORER V11 GOOGLE CHROME EDGE FIREFOX

MULTIPLE PBX ONE LOGGING ENGINE REQUIRED PER 32 DATABASE: SQL SERVER 2012 LOGGING PBXS SQL SERVER 2014 SQL SERVER 2016 SQL SERVER 2017

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