Hi Jay. Most of the implementations we have been involved with would be considered small scale (50-100) users. However, the time required to implement this type of system should be similar to a mid-size installation (100-1000 users). The biggest difference would be in the size of the server(s) and an increase in the number of ports.
Generally speaking, it takes 3-6 months for the initial design, proposal, and subsequent design modifications. Included in this process is the time it takes to prepare a purchase order and gain approval. Once the company gives the go ahead, we can implement the CT side of the equation in several weeks using DLGC boards and an application generator (we use TRTs Provide and EASE).
Depending upon the data requirements, the time it takes to develop the database side varies greatly. For example, it took us several years to develop a Medical Scheduling application which allows patients to inquire, change or cancel appointments without speaking with a receptionist. Most of this time, however, was spent on the user interface portion of the application on the actual client workstation (i.e. adding patients and their data). The actual CT side only took us one month (accessing the database from the CT Server)
Applications like faxback only take several weeks. If the number of documents is large or needs special automation (i.e. publishing daily documents from a database), it can take several months to implement. Again, most of this is on the user interface (client) side, and while part of the CT solution, is not part of the actual CT Server.
As far as the learning curve for CT Database applications, the learning curve depends upon the type of applications being sold. VARS with alot of hardware and operating system experience can implement very good applications using application generators like EASE, TRTs PROVDE, etc. These application generators generally come with templates which allow simple applications to be up in running in minutes. When CT first got rolling several years ago, it was sometimes difficult and frustrating getting the hardware side working. That has become a thing of the past (thanks to Dialogic taking its VARS temperatures), and now the hardware piece can literally be installed by a junior technician right out of school with little or no CT training at all.
The application side is another story. The requirements here are for one to have a thorough understanding of hardware and be proficient in one or more programming languages (C/C++ is the preferred choice). Since doing the more sophisticated tasks (i.e. intelligent call routing, database access) requires some programming, the more successful VARS in these areas have a C/C++ expert on staff.
As far as the integration with the PBX, my feeling is that this is not all that difficult for experienced programmers to pick up, since the ability to think critically and solve complex problems is the primary skill needed. Since each companies phone system is a little different, critical thinking skills are needed, along with technical savvy (most C/C++ programmers have this skill).
If a VAR wanted to break into this business (alot of them have been according to VAR Magazine), I believe that having a CNE or MSCE on staff, along with someone skilled in programming is all that is required. They would then probably want to take a course on CT (like the ones offered by Dialogic). It would generally take this VAR apx 6 months to gain the knowledge and experience necessary to install the more complex installations. This experience could easily be gained by doing smaller, less sophisticated apps (i.e. basic call routing and Fax Back type applications). After a few simple installations, the VAR would then be ready to do the more complicated applications.
I know that this doesn't totally answer your question, but unfortunately, guidelines are about all you can use. CT is like the networking of the 80's from the hardware installation and application generator side, and can be generalized similar to networking in that one can reasonably expect to gain the skills and knowledge necessary to implement solutions within 6 months. Unfortunately, unlike networking, every application server will be a little different, and therefore, the higher cost of entry is the programming side of things. The application side of CT is analogous to the application side of Window NT server. You can get the basic services up and running quickly, but the more advanced services require programming, and each installation is a little different.
I would say that probably 50% of all CNEs or MSCEs could easily learn basic CT in several months. With six months of experience, these engineers could quickly and easily install 95% of all small business requirements. As you scale up to larger corporations, the programming side becomes more important, and that is when you would need an experienced C/C++ programmer.
Since alot of what I have said is generalizations, you can tear apart this thread and zoom in on the specific pieces you are interested in. As always, I will be very interested to hear your analysis, and want to be as specific as you need. |
