In my last column, I spoke about the benefits of unifying desktop and mobile phones and pointed out the enhanced productivity made possible using integrated call log and session mobility features.

 

Beyond using emerging technology to mobilize existing telephony functions, there are also ways to squeeze out additional productivity by using unified communications capabilities to enable individuals to move seamlessly between voice, instant messaging, presence, etc.

 

Most firms haven’t fully developed true unified enterprise environments, because of technology, time or investment concerns. However, it is possible for today’s companies to create advanced unified mobile environments—although not all of the pieces are in place today (I’ll get to that).

 

 

For some time, enterprises have been able to purchases desktop clients (like ones from OEMs from my firm, FirstHand Technologies) that provide a unified communications interface to disparate systems. These intelligent interfaces can communicate with a plethora of communications devices such as PBXs, telephones, voice mail storage, presence engines (private or public) and instant messaging engines (private or public).

 

Personally, I’ve enjoyed the use of one of these interfaces for the past four years. It enables me to view real-time communications from my PC and seamlessly move between communications modes. I accomplish this through server technology that is interfaced to the disparate pieces of our real-time communications infrastructure, enabling the benefit of unified communications even though my firm doesn’t yet enjoy an advanced unified enterprise infrastructure.

 

 

For example, we’ve all experienced instant messaging to determine if someone else is available to speak via phone. How many times have you typed, “Can you talk now?” Normally, an affirmative reply requires switching devices to call. Imagine getting a “Yes,” and then being able to make the call by simply clicking an icon on the same device. I do that daily (often several times a day!). Even more powerful is the ability to IM a group of colleagues to see if they can participate in an immediate ad-hoc conference.

 

Or consider what’s typically involved in adding colleagues to phone calls. Maybe you hang up and then hit a conference button on the phone to initiate the call, gathering past participants plus the new one. With unified mobile communications, I simply stay on my call, click on the new individual’s name from my buddy list, then click on the conference menu button and the participant is added to the call.

 

Likewise, you’ve probably been on phone calls in which a colleague wants to show you instead of verbally describe what he is talking about. Typically, that means setting up a separate videoconference. Imagine clicking on an icon to add video to the call. (OK, we aren’t quite there yet, but 4G networks promise that even the video aspects will be feasible soon.)

 

Regarding this last point, one significant requirement is that servers become gateways capable of understanding the difference between very fast/reliable/secure broadband LAN connections and very narrow/insecure/unreliable cellular networks. For now, I still see GPRS and 1xRPT appear on my cell phone as I roam across the US and Canada. But the gateway lives at the interface point to multiple networks; by being network aware, it can enable/disable various features and modes as appropriate. So when networks support 4G, we’ll all be able to escalate from voice to video, etc.

 

Other advantages of seamless communications include viewing your voicemail visually or looking at the corporate database or personal contact list. From any of your contact entries, you can move into messaging, voice calls or simply query the presence of an individual. Or you can ask to be alerted when your colleague is off the phone.

 

Moreover, my unified system understands when there is a lack of coverage and continues to manage my presence and voicemails while I’m out of range. So, as I’m taxiing across the tarmac to the gate, it’s downloading voicemails, missed calls and the presence status of my colleagues. Before unbuckling my seatbelt, I can manage my real-time unified communications world in the same way I’ve been managing my email world for many years.

 

So what does all of this cost? The great news is that these features can run in the background, limiting processing requirements. And there are only minor upgrades to your existing enterprise infrastructure. So, before deciding that mobile unified communications is either too technically complex or expensive to achieve, be sure to check with your PBX provider to see whether it has the capabilities to bring your company into an advanced unified mobile environment.

 

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