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Durham Region Integrates Voicemail into the Desktop GroupWise and CallWare NLM Make Voicemail as Easy to Handle as E-mail MARKHAM, Ontario --January 22, 1997 -- Novell Canada, CallWare Technologies and CCG Computer Consultant Group Inc. have teamed to provide Durham Region Works Department with voicemail on their computer desktops, Canada's first integrated voice and e-mail universal mailbox. In the ultimate integration of voice and data, Works Department employees now have complete access to CallWare voicemail messages through integration with their GroupWise e- mail. In an effort to resolve the Works Department's continually backed-up switchboard and customer service frustrations, Durham Region issued an RFP for a desktop voicemail solution that integrated with their existing GroupWise and NetWare platforms. After attending a Novell event which demonstrated CallWare messaging integration, Dave McMullen, Traffic Operations Manager for the Works Department was impressed. "The integration of GroupWise and CallWare made a lot of sense to me. The ability to access all types of messages, e-mail and voicemail from one universal in-box is the way of the future. We were looking to solve our switchboard problems and the GroupWise/CallWare solution allowed us to leverage our existing GroupWise 4.1 investment and further enhance the functionality of a tool we were already very happy with." With its graphical user interface, CallWare makes voicemail as easy to handle as e-mail. Using the GroupWise universal mailbox, voicemail messages appear as telephone icons. Users simply double click on the icon to launch the CallWare play dialog box. From this box, users can play, rewind, fast forward and save voice messages. CallWare's tight integration with GroupWise even allows users to record voice messages from this application. As with e-mail messages, voice messages can be forwarded to other users for action or response. CCG, a Markham-based systems integrator, won the bid and provided extensive integration, training and service. "This tightly integrated solution has given Durham Works Department's 200 users unparalleled messaging functionality," said Randy Dalton, president of CCG. "Installation, configuration and deployment of the solution across the department took less than one week, with no interruptions to telephone or network systems." CallWare Technologies of Salt Lake City, Utah, is the industry leader in providing client/server solutions for voice processing and computer telephony integration (CTI). CallWare offers the only NetWare Loadable Module (NLM) for voice in the industry and is tightly integrated with NetWare and Novell Directory Services (NDS), allowing a single point of administration. Management reports and call traffic studies can easily be produced with add-on modules developed by CCG. "Durham's Works Department is the first implementation of its kind in Canada," said Paul Barter, GroupWise product manager for Novell Canada. "Durham's implementation is an excellent illustration of the strength of GroupWise functionality and shows customers are embracing Novell's concept of a single universal mail box ." "Our call-handling problems have disappeared and our pilot project is showing other regional departments how it can be done," said McMullen. "The GroupWise/CallWare solution has improved how the Works Department does business, but more importantly, it makes our key communication tool, GroupWise, even more effective and valuable." About CallWare An international CTI vendor headquartered in Salt Lake City, CallWare Technologies links computers and telephones by providing the first software-only Internet/Intranet solutions for voice and call processing. CallWare integrates stand-alone voice mail systems and unified messaging in LAN and Intranet environments with over 300 telephone systems and provides free long-distance voice messaging over the Internet. CallWare has the largest network of trained and CTI-certified data and interconnect value-added resellers (VARs) which provide computer telephony solutions in 31 countries. CallWare also offers computer telephony training to end- users and resellers via 25 education centres throughout the United States and the world. Information about CallWare and its complete range of products and services can be accessed on the World Wide Web at http://www.callware.com. About Novell Founded in 1983, Novell is the world's leading provider of network software. The company offers a wide range of network solutions for distributed network, Internet, intranet and small-business markets. Novell education and technical support programs are the most comprehensive in the network computing industry. Novell Canada is headquartered in Markham, Ontario with sales and service offices in Halifax, Montreal, Quebec City, Ottawa, Calgary and Vancouver. Information about Novell's complete range of products and services can be accessed on the World Wide Web at http://www.novell.com/canada. About CCG Established in 1985, CCG is a full service network systems integrator providing consulting, design, installation, training, service and support. The longest-standing CallWare CTI vendor in Canada, CCG specializes in computer telephony integration including voice processing, unified messaging, call control and IVR applications.
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