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Welcome to December enews and the last one for 2006! It's been a pleasure bringing enews to you for another year and we thank you for keeping us in your Inbox! Rather than leave you with reflective thoughts of the past year, we thought that the following quote summed up how we should all approach the year ahead:
We will open the book. Its pages are blank. We are going to put words on them ourselves. The book is called Opportunity and its first chapter is New Year's Day. ~ Edith Lovejoy Pierce.
This is a time of reflection as well as a time of new beginnings. As you look back on the past year, remember each experience for the good that has come of it and for the knowledge you have gained.
Remember the efforts you have made and the goals you have reached. Look forward with enthusiasm to the year ahead and make each day better than the day before.
From all at 3D Networks, we thank you for your support during this year and extend our best wishes for a happy, healthy and prosperous New Year.
3D Networks Toll Fraud Protection Solution
Combating toll fraud should be part of the security plan for every organisation, from small businesses to multinational enterprises. With the growth of IP telephony, toll fraud is in many ways easier to commit and harder to track.
With all the concerns on the telecom manager's plate, it's essential that any toll fraud solution be not only effective, but easy to manage as well.
3D Networks has been helping our customers to secure their telephony systems for over 20 years, and has vast experience defending against Toll Fraud. The 3D Networks Toll Fraud Detection Solution provides multiple layers of pro-active Toll Fraud defence, which will be continually monitored and updated by telephony security specialists, all with one goal in mind - to reduce your chances of becoming a victim of toll fraud.
Notice of Retirement - Generic X11 Release 25.xx and X21 Release 2.0
Nortel X11 Releases 25 software for the Meridian 1 PABX system was introduced in 2000, and X21 Release 2.0 software for the Succession Communication Server for Enterprise was introduced in 2002. In accordance with Nortel's lifecycle management policy, these software releases and all sub-releases are planned for Global Retirement on February 23, 2007.
Systems running on all sub-issues of Rls 25 software (e.g. 25.15, 25.30, 25.40B) will still be supported by 3D Networks maintenance staff after this period, but Nortel will no longer write software patches or generate new software keycodes for this release.
Please contact your local 3D Networks iAssist team or Account Manager to discuss the options for upgrading (as promoted in the enews October issue), or for those customers not yet prepared to upgrade, having some additional software functionality (e.g. extension licences or ISMs) added now to cater for projected growth in the period after Rls 25 software is no longer available.
WLAN 2300 Mandatory Upgrade to WSS 4.1.14 and WMS 4.1.15
Nortel has discovered that WLAN 2300 systems operating in 802.11 b/g and 802.11a modes with software release 4.1 do not comply with regulatory requirements in some countries.
WLAN 2300 customers operating equipment in countries listed in Table 1 of this bulletin are required to immediately upgrade to WSS software release 4.1.14 and WMS release 4.1.15 for regulatory compliance.
Nortel Interactive User Guide for IP Phone 2000 Series
Last month we introduced you to the first installment of the Nortel Interactive User Guides. This month Nortel has released its second interactive guide featuring IP Phones 2002, 2004 and 2007.
These Interactive User Guides incorporate video, multimedia demonstrations, interactive practice sessions and traditional text-based documentation into a single comprehensive guide to make the process of using your IP phone easy!
"The problem is a lack of communication". How many times have you come across that one? The problem with most organisations is not the lack of communication, but that we're drowning in meetings, teamwork and emails.
The danger of too much communication is explored in this provocative piece from management consultant Kevan Hall, "Drowning in Co-operation".
For the past 20 years IDC has published its annual look at trends, events and strategies in the IT industry for the coming year. This year's installment is the broadest of their Top 10 Predictions documents, looking across a very wide range of industry segments.
"Given all the market shifts, disruptions, and bold vendor moves we expect to see in this year of 'hyper-disruption,' there's one clear conclusion: It will be a bad year for vendors that are not ready to step out of their comfort zones and realign their strategies, offerings, and business models around the new market structure." - Frank Gens, IDC Senior Vice President, Research.
Systems Integration Recovers (Source: IDC, 17 November 2006)
In 2005 the worldwide systems integration (SI) services market experienced its strongest year since the heyday of the dot-com boom in the late 1990s. According to a recent study published by IDC, after years of sluggish returns and historic lows, the worldwide market experienced moderate growth of about four per cent in 2005, indicating healthy customer demand. The improved economic conditions, pent-up demand, and a desire to align business processes with IT systems drove spending, IDC analysts explained. IDC believes that consolidation will mirror the type of activity characteristic of the market over the past few years, that is, targeted, niche acquisitions for specific industry or technical skills.
Asia-Pacific Call Centres Booming (Source: Datamonitor, 10 November 2006)
Research by independent market analyst Datamonitor has indicated that the number of call centre agents based in the Asia/Pacific region will continue to grow throughout the next five years, driven by low costs, ever-increasing language skills and internal demand. In an address at the Singapore Contact Centre Association Symposium, Peter Ryan, call centre and outsourcing analyst with Datamonitor, outlined the key emerging trends in the Asian contact centre industry, pitched against other global offshore contact centre destinations.
According to Datamonitor, Asian markets including India, the Philippines, Malaysia, and Singapore, will be driven by internal demand in addition to a focus on language capabilities and comparative advantage from a price standpoint. Ryan also noted that new locations such as Canada, Australia, and New Zealand will continue to adopt Asian outsourcing markets in addition to mainstay clients, which include the UK and the US.
China will also continue to interest investors for its low-cost environment as well as for its scalability. In addition, with a plethora of Asian language capabilities, the potential for large-scale service for Japanese and Korean customer care is a reality. "Despite that there are many more locations doing contact centre outsourcing than ever before. Asia will remain the dominant region through the next five year. However, as APAC countries grow economically, there will be a marked shift toward domestic service, as well as offshore," Ryan said.
Acoustic Shock On The Rise in UK (Source: callcentres.net, 1 December 2006)
Contact centre managers were yesterday accused of failing to train and protect staff adequately after it emerged that more than 1000 workers have threatened court action, claiming their hearing has been damaged by excessive phone noise.
Some 700 UK contact workers have received out-of-court settlement payouts totalling £2.5m in the past seven years over acoustic shock claims. The second Acoustic Safety Conference in Glasgow, heard that a further 300 cases are pending, mostly against contact centres. Acoustic shock is a condition caused by a single or series of sudden loud noises using the phone.
Acoustic Safety Programme, a group of experts from industry and the Britain's National Health Service, said that number was the tip of the iceberg. It said workers may be unaware they had the condition due to general ignorance about it and the high turnover of staff at contact centres. "I'm alarmed that incidents of acoustic shock are on the increase. It is something employers need to be aware of, because they have a duty to protect their workers," said Lisa Fowlie, president of the Institution of Occupational Safety and Health.
Most Agents Who Leave Contact Centres, Leave Industry (Source: callcentres.net, 29 November 2006)
The Asian Contact Centre Industry Recruitment Index is a detailed study of contact centres predominately from five Asian countries of Singapore, Malaysia, India, the Philippines and Thailand. The study found that the key reason for employee turnover in September '06 was resignation (59%), while a further 18% of employees transferred to other parts of the organisation, meaning almost one in five employees have taken advantage of career development opportunities within the same organisation.
The primary reason employees are leaving contact centres is because they do not intend to pursue a career in contact centres and due to a change in personal circumstances. The average tenure for fulltime employees is 16 months and five months for part-time employees. Singapore has the highest full-time employee tenure at 22 months, while India has the lowest at just over eight months. The average turnover of permanent full-time employees in the Asian region is 16.6%, compared to 11.7% for part-time/ casual/ temporary employees.
Have They Called You Yet? (Source: Herald Sun, 12 December 2006)
Australia receives up to 1.5 billion telemarketing calls each year, equating to almost 75 calls for each man, woman and child in the country, according to the Herald Sun newspaper.
More than 1,065,000,000 telemarketing calls are generated by 30,000 Australian-based contact centres alone.
There could be up to twice as many calls coming from overseas centres, including at least 50 million calls a year from India. The Telecommunications Ombudsman registered 1738 complaints last year from Australians angered at telemarketing calls, while 113,000 have lodged do-not-call requests with the telemarketers' voluntary register. The Federal Government estimates more than one million Australian numbers will be registered on the new compulsory do-not-call register when it begins in the new year.
Classic TV: We have all been involved in a boardroom lunch meeting from time-to-time but I doubt if it has ever been anything like this one! This classic piece of TV comedy features Sid Caesar, Carl Reiner and Howie Morris have lunch during a board meeting. Keep your eye on the pickle!
Slight of Hand: Pentrix - Today's time killer is a collection of tricks you can do with a pen. If you're not sure how to get started take a look at this easy to follow** flow chart. Practice at your desk and then annoy the hell out of your co-workers during meetings.
The world’s smallest digital music player, the Apple 1GB iPod Shuffle lets you wear up to 240 songs on your sleeve. Or your lapel. Or your belt. Clip on iPod Shuffle and wear it as a badge of musical devotion.
To win the Apple 1GB iPod Shuffle, answer this easy question: What date will Nortel X11 Release 25 software be retired? (Hint: The answer can be found here)
The 20th correct entry received into the inbox at enews.3dnetworks@planet1world.com will be declared the winner. Entries close Friday 22nd December at 5pm (Australian EST). (Due to the Holiday Season, the winner will not be announced until mid-January 2007.)
October Answer: Dodo October Winner: Prasit Jitpunya, Advanced Info Services, Bangkok, Thailand
(*Note: Only one entry per person will be accepted. Employees of 3D Networks and employees of associated Planet One companies are not eligible to enter. The decision on the winner, made by a representative of 3D Networks will be final and binding)
This is a time of reflection as well as a time of new beginnings. As you look back on the past year, remember each experience for the good that has come of it and for the knowledge you have gained.
Combating toll fraud should be part of the security plan for every organisation, from small businesses to multinational enterprises. With the growth of IP telephony, toll fraud is in many ways easier to commit and harder to track.
Last month we introduced you to the first installment of the Nortel Interactive User Guides. This month Nortel has released its second interactive guide featuring 
"The problem is a lack of communication".
For the past 20 years IDC has published its annual look at trends, events and strategies in the IT industry for the coming year. This year's installment is the broadest of their Top 10 Predictions documents, looking across a very wide range of industry segments.
Research by independent market analyst Datamonitor has indicated that the number of call centre agents based in the Asia/Pacific region will continue to grow throughout the next five years, driven by low costs, ever-increasing language skills and internal demand.
Contact centre managers were yesterday accused of failing to train and protect staff adequately after it emerged that more than 1000 workers have threatened court action, claiming their hearing has been damaged by excessive phone noise.
Australia receives up to 1.5 billion telemarketing calls each year, equating to almost 75 calls for each man, woman and child in the country, according to the Herald Sun newspaper. 
The world’s smallest digital music player, the 