Developers Tapping XML to Create Innovative IP Phone Productivity Applications

September 9, 2003

By Charles Waltner, News@Cisco

XML transforms the office phone from dial tone provider to a business productivity tool.

Cisco Systems partners with more than 50 independent software companies that use extensible markup language (XML) to create integrated voice and data applications for the more than 2 million Cisco IP Phones deployed worldwide. These revolutionary applications are bringing improved productivity and communications to organizations across a broad range of markets and industries.

XML is a widely embraced, open standard for delivering database information to any Web interface. And since voice communications on Cisco IP Phones run over a data network infrastructure, software developers can as easily create applications for Cisco IP Phones using XML as they can for any Web site or Internet application.

The Internet language lets companies take the data from common "back office" business applications and deliver select information to the LED screens of Cisco IP Phones. The displays and keys on the Cisco IP phones are used to easily access and display data from the XML applications. The introduction of the Cisco IP Phone 7970G enhances this further with high-resolution color graphics capability on the phone's display. With the simplicity of XML, Cisco IP Phone productivity applications are proving to be inexpensive and highly customizable.

"XML enables companies to design integrated voice and data applications-either using internal resources or with the help of Cisco AVVID technology partners-that are driven by their business needs rather than by the constraints of a traditional PBX [private branch exchange] telephone system," says David Tucker, director of marketing for the Cisco voice technology group.

Some of the most prevalent Cisco IP Phone applications include time and attendance solutions for educational institutions and businesses, company and department directories, an inventory lookup application for retail branches, a phone conversation recording system, an administrative assistant for teachers, and an office notification system. During the recent blackout in the Northeastern United States, several companies used the emergency notification system on their IP phones to broadcast instructions to employees using their phone displays and text-to-speech from the speaker of their phones.

Unlike desktop computers, which are typically used to display XML database content, office phones are far more ubiquitous and user-friendly, helping provide productivity-boosting applications to every corner of an organization. Employees who do not have their own PCs, such as factory workers, warehouse foremen, or maintenance personnel, can use Cisco IP Phones for applications that otherwise would be inaccessible.

SouthTrust Bank, one of the largest Cisco IP telephony users with more than 10,000 Cisco IP Phones embraces the flexibility of XML. Users frequently suggest applications to be developed by SouthTrust's XML developers. "The ideas come in every day," says Stan Adams, group vice president of network services for SouthTrust.

"XML with IP technology turn phones into multimedia information kiosks and business tools," says Rich Accordino, director of IP telephony sales for Vytek, a San Diego, California, software developer.

Vytek, for example, has created ExtendTime, an employee time and attendance application which uses XML to tap into a company's accounting database to let employees clock in and check their payroll information on any Cisco IP Phone. Now XML is also helping Vytek link human resources information to the time clock functions of ExtendTime. Employees, for example, can use the phone to quickly check on their total work hours as well as on such things as accrued vacation time and sick days.

Accordino says delivering such information on a Cisco IP Phone not only makes it more accessible to employees but also provides an affordable and more flexible way for managing employee payroll. One of the first companies to use the application enjoyed a 450 percent annual return-on-investment. The application greatly reduces payroll errors, which average 1.2 percent of payroll costs, Accordino says.

AAC Inc. of Vienna, Virginia, has create a suite of applications called PhoneTop K-12, which lets grade school and high school teachers perform a variety of administrative functions that traditionally require tedious paper-based processes. Such tasks include taking attendance and managing hall passes. By using XML, PhoneTop provides key information to the LED screen on the Cisco IP Phone, including an attendance list with a photo ID of each student.

Calence of Tempe, Arizona, uses the flexibility of XML to create a wide variety of off-the-shelf and customized applications. It has developed more than 50 applications to date, including a new one that allows visually impaired users to hear an audible notification of calling party ID. "Customers continually uncover ways to use their Cisco IP Phones to aid employee productivity," says Doug Fink, director, voice solutions for Calence. "The flexibility of XML and other Cisco APIs lets us continually innovate for our customers."

Momentum for IP telephony has been building for several years as the maturing technology replaces traditional PBX office phone systems. To that point, Cisco recently announced the sale of its 2 millionth IP phone. With such a large and quickly growing installed base, IP telephony is attracting a host of experienced application developers, who are applying their formidable skills to building these innovative integrated applications using XML.

Historically, phone and data networks have been distinct, separate technologies, each with their own equipment, software, and requiring their own support personnel. But IP telephony changes all of that. Cisco IP Phones are network aware, not just dumb devices. Using open IP technology standards, such as XML, and a common data network infrastructure, companies can cost-effectively deploy productivity-enhancing integrated voice and data applications to virtually any employee, regardless of location.

The Innovation Through Convergence (ITC) Expo, September 10-11 in Santa Clara, California will feature 70 technology partners and their innovative applications - and attendance is free.

More information about XML-based IP phone services and productivity applications can be found at the Cisco AppsCentral web portal - www.cisco.com/go/apps.

Charles Waltner is a freelance journalist in Oakland, CA.