Telecommunications Services
`in the Next Decade
`
`WARREN E. FALCONER, member, ieee, and JOHN A. HOOKE, member, ieee
`
`Invited Paper
`
`In this paper, the authors present their views concerning what
`types of telecommunications services are likely to come into ex­
`istence or become widespread during the next decade. The paper
`is organized in terms of fundamental customer needs which those
`services should help to satisfy. In particular, the following cate­
`gories of needs are considered: i) Information Productivity, ii)
`Cost-Effectiveness and Control, Hi) Telemarketing, iv) Media and
`Protocol Conversion, v) Entertainment, and vi) Telecommunica­
`tions Ubiquity. Throughout the paper, the special role of ISDN
`(Integrated Services Digital Network) is highlighted. It is pointed
`out that ISDN provides generic capabilities—a standardized digital
`interface, wider bandwidth, and powerful, out-of-band signaling
`and control—which facilitate the construction of a wide variety of
`new services. Finally, after discussing many potential new services
`in detail, the authors summarize some of the major trends which
`seem certain to characterize the changing face of telecommunica­
`tions services in the next decade. Among these are: wider band­
`width, more data and digitization, multimedia capability, services
`"on demand," and internationalization. The authors also briefly
`discuss network-based versus CPE-based services and the likely
`roles of public versus private networks.
`
`I.
`
`Introduction
`Mary Jones, mother of three, walks into the study of her
`modern, suburban home 10 mi outside of Milwaukee, Wl.
`After pressing a button to actuate the raising of a decorative
`wooden panel, she sits down in front of a built-in color­
`graphics terminal. An electronic voice greets her with the
`words, “Good afternoon, Mary. Today is Tuesday, Septem­
`ber 28th, 1994. It is 3:07 P.M., and the current temperature
`in Milwaukee is 62 degrees. Skies will be clear the re­
`mainder of today with an overnight low of 44 degrees.
`What can we do for your today?" As the voice subsides, a
`menu appears on the screen, offering Mary a wide choice
`of functions including electronic news, catalog shopping,
`electronic banking, and transportation and entertainment
`schedules. Mary presses "talk to office,” and, after entering
`a sequence of security codes, she downloads a copy of the
`“sales results” database from the mainframe computer at
`the corporation for which she works. Then, accessing a
`
`Manuscript received March 5,1986; revised April 3, 1986.
`The authors are with AT & A Bell Laboratories, Holmdel, NJ
`07733, USA.
`
`statistical analysis package resident on a computer at the
`University of Wisconsin, she attempts to verify a hypothesis
`concerning the impact of fluctuations in interest rates on
`the regional sales for which she is responsible.
`While Mary is working, her 17 year old son, Jimmy, sits in
`front of another terminal and responds to inquiries from an
`interactive calculus lesson. Tiring of this, he pauses briefly
`to call his girl friend, Cindy. Cindy is out playing basketball,
`but the call is automatically transferred to a portable phone
`which she carries when she is away from home. To the
`accompaniment of razzing from her friends, Cindy explains
`that she cannot talk right now, but that she will call back
`later.
`While Jimmy procrastinates over his homework, his father,
`David, is at his office. He is involved in a three-way,
`multimedia teleconference call with a colleague from New
`York and a stock broker in London. The broker is not on
`live—after all it is after 10:00 P.M. in London — but his
`recorded talk includes what David needs; a chart showing
`the hour-by-hour fluctuations of the London Stock Ex­
`change industrial average for the day. As the call nears its
`end, David hears two muted beep tones, indicating that
`someone has left him a recorded voice message. It was
`Mary, and she has asked David to stop at the Food Park on
`the way home and pick up a quart of milk. (Mary was glad
`David had decided to go into the office. Usually on Tues­
`days he, too, works at home via his remote terminal.)
`The scenario above seems futuristic, but virtually every­
`thing included in it is possible today. What separates it
`from reality is not a lack of technology, but rather issues of
`cost, availability, and compatibility with our existing tele
`communications equipment base. During the next decade,
`these barriers will gradually melt away. Scenarios like the
`one above will indeed become commonplace!
`In the remainder of this paper, the authors discuss some
`of the wide range of telecommunications services which
`seem likely to come into existence or become widespread
`during the next decade. The organization of the article is as
`follows. Section II discusses "drivers" of the anticipated
`new wave of services; that is, the fundamental customer
`needs which will motivate the implementation and spread
`
`0018-9219/86/0900-1246S01.00 ©1986 IEEE
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`of new telecommunications services. With that as back­
`ground, Section III touches upon the special significance of
`ISDN (Integrated Services Digital Network) and upon its
`role in meeting the fundamental customer needs described
`in Section II. Actual new services are discussed in Sections
`IV—IX, with each section focusing upon services that will
`help satisfy a particular one of the major customer needs
`identified in Section II. Finally, Section X summarizes what
`has been said earlier, but from a somewhat different per­
`spective. There, the authors discuss a number of significant
`trends which will characterize the evolution of telecom­
`munication services in the next decade.
`
`II. "Drivers” of New Telecommunications Services
`When one thinks about "drivers" of new telecommunica­
`tions services, technology has to be at or near the top of the
`list. Little that is dramatically new is possible without at
`least some new technology, and, as is ably described in the
`companion paper [1] by Mr. Vickers, there will be plenty of
`new technology to choose from in the next decade. How­
`ever, for the most part, technology determines only what is
`possible, not necessarily what is needed or wanted. Thus in
`the remainder of this section, we will focus on service
`drivers which stem from customer needs.
`
`A. Information Productivity
`Today, we are all besieged by ever increasing amounts of
`information. At offices, schools, and laboratories, the num­
`ber of memoranda and articles which cross our desks, the
`range and extent of databases available for our use, and the
`number of meetings and phone calls to which we must
`attend seem to grow every day. In warehouses and in
`factories, jobs which formerly were primarily physical are
`now complicated by the need to maintain real-time inven­
`tories and schedules, increasingly individualized (by
`customer) requirements, and computerized manufacturing
`instructions. And, even at home, there is little respite.
`Personalized records keeping grows more complicated ev­
`ery day, a plethora of new electronic gadgets offer us new
`opportunities for monitoring and controlling, and the infor­
`mation needs and concerns of work follow us home. Much
`of the ever growing volume of information is potentially
`useful. But its sheer magnitude threatens to swamp us,
`raising the possibility not of progress, but of the opposite.
`Thus we need to become more productive in dealing with
`information. We must be able to access or reject, assimilate
`and/or store it more effectively than we do today, and
`telecommunications services which help to meet that need
`will be in great demand.
`
`S. Cost-Effectiveness and Control
`As information movement and management (IM&M)
`becomes a bigger and bigger part of our lives, so too does
`its potential expense. Thus it will not be enough to make
`the people that depend on IM & M more productive. At the
`same time, it is important to lower the cost of providing the
`IM&M services which are helping them. The growing im­
`portance of IM&M also implies that customers will want
`increasing control of IM&M services. They will want im­
`mediate access to those services, when they want them,
`
`and they will want to be able to tailor those services to
`their particular needs. Indeed, to the extent possible, many
`customers will want physical control over the actual
`equipment and facilities which are providing the IM&M
`services. Cost-effectiveness and control are closely related,
`for control implies more than just self-reliance. Control also
`offers the opportunity to use telecommunications
`equipment and services as cost-effectively as possible. Thus
`great demand will exist for IM & M services that improve
`cost-effectiveness, increase customer control, or both.
`
`C. Telemarketing
`Telemarketing can be defined as any use of telecom­
`munications services to promote or facilitate the sale of
`other goods and services. For a variety of reasons, tele­
`marketing has become a burgeoning industry during the
`last decade. The rapid rise in multi-job families has de­
`creased the time available for traditional, in-store shopping.
`And, as a general rule, individuals have become more and
`more at home with all kinds of telecommunications
`equipment, and (perhaps sadly) less attuned to the use of
`written language. Thus today, many people routinely order,
`by phone, products which previously they might have
`ordered in writing or picked up at a store. Sensing the
`shifting pattern in consumerism, merchants have scrambled
`to facilitate telephone ordering and to use telecommunica­
`tions service as a means of soliciting sales and differentiat­
`ing their sales services. During the next decade, we can
`expect new telemarketing applications to intensify these
`trends.
`
`D. Media and Protocol Conversion
`As technology and competition have exploded in the
`telecommunications industry, so, too, have the range of
`telecommunication products, media (voice, data, image,
`full-motion video), and protocols (especially data protocols).
`To keep the associated wide array of terminals, services,
`and network equipment running together (or rather to
`minimize the number of cases when they do not), a new
`need has developed for media and protocol conversion
`capabilities. Not all such capabilities are aimed simply at
`mundane translations amongst slightly differing technical
`parameters. In particular, advances in speech recognition
`and speech synthesis should dramatically lower the cost of
`providing many new telecommunications services.
`
`E. Entertainment
`Although few consumers would actually admit it, video
`games have probably been responsible for more personal
`computer sales than any other application. In general, peo­
`ple have always been motivated to spend money on en­
`tertainment, even during depressions. Thus entertainment
`applications are certainly a glowing opportunity for tele­
`communications service providers, and that opportunity
`will be vigorously exploited during the next decade,
`
`F. Telecommunications Ubiquity
`As communications continue to become more and more
`important in our lives, we become increasingly intolerant of
`
`FALCONER AND HOOKE. TELECOMMUNICATION SERVICES IN THE NEXT DECADE
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`circumstances which limit our ability to communicate. This
`simple fact has fueled the expansion of mobile, satellite,
`and international communications services, and it should
`continue to do so in the future. We should expect a
`continuing cycle of innovation: New telecommunications
`services such as data, image, and full-motion video services
`will be implemented first on wired or fibered domestic
`networks, will spread to international use, and finally, will
`become available as mobile telecommunications offerings.
`
`III. The Special Role of ISDN
`For several years, ISDN (Integrated Services Digital Net­
`work) has been one of the biggest topics of conversation in
`the telecommunications industry [2], [3]. What is ISDN and
`what role will ISDN play in satisfying the needs enu­
`merated in Section II? As discussed below, ISDN is a set of
`capabilities which provide the means to implement a wide
`range of services quickly and easily. In simplest terms, ISDN
`is a method for providing integrated access. The "2B + D"
`basic rate interface provides two 64-kbit/s Bearer (B) chan­
`nels, which may be used for voice, data, or image com­
`munications, and a 16-kbit/s Data (D) channel, which will
`carry signaling and control information and limited customer
`data in packetized form. Similarly, the "23B + D" primary
`rate interface will provide 23B channels and a 64-kbit/s D
`channel.
`By itself, integrated access, as embodied by these two
`interfaces, provides new power and efficiencies. For in­
`stance, ISDN access is digital, allowing for digital services at
`rates up to 64, 384, or 1536 kbits/s, well in excess of the
`19.2 kbits/s achievable today with analog loops and mo­
`dems. Also, the D channel may be used to access packet
`transport services, avoiding the necessity of tying up the
`users' basic lines.
`In addition to providing a standardized digital interface
`which allows access to basic voice, data, and image services,
`ISDN also provides a powerful, out-of-band signaling chan­
`nel (D channel) that allows tying intelligence in the net­
`work to that in the user's customer premises equipment
`(CPE). The D channel uses message-oriented signaling
`(based on the CCITT ISDN signaling protocol Q.931) to
`provide for: a) call signaling and supervisory information,
`which can be used to set up or clear any switched or
`private line call, b) control messages, which can determine,
`for example, how the B channels are used, and c) the
`transmission of information—usually information about one
`or all of the parties involved in a call—between parties or
`between one of the parties and the network. By them­
`selves, these capabilities do not really constitute services.
`However, combined with additional software in the net­
`work and/or in CPE, these capabilities can yield a wide
`variety of powerful new services, some of which will be
`described below. The power of ISDN is that it provides
`these generic capabilities which allow new services to be
`constructed with a minimum of specialized development.
`Returning to the notion of service "drivers" introduced in
`the previous section, we can describe the special role of
`ISDN in a slightly different way. ISDN is a product of
`technology, but it is technology particularly well suited to
`meeting the needs represented by all the other drivers in
`Section II. As we shall see, ail of these other drivers are
`served by a handful of common technological elements—
`
`wider bandwidth, digitization, and enhanced signaling and
`control capabilities. These are precisely the capabilities pro­
`vided by ISDN, and "ISDN services" will grow as the
`capabilities of what we call ISDN expand. By the mid 1990s,
`we should see the set of standard interfaces to have ex­
`panded well beyond the current 2B + D, 23B + D, and
`30B + D versions of today. Eventually, what we now call
`ISDN should evolve to provide integrated access and trans­
`port over pipes with total bandwidth measuring in the tens
`of megabits. Users' ability to control and access this band­
`width dynamically will grow in kind, leading to realization
`of the goal of uniform, economic availability of voice, data,
`and image services in any combination—"Universal Infor­
`mation Services" [4], [5],
`
`IV.
`Information Productivity Services
`It could be argued that virtually every new telecommuni­
`cations service improves information productivity. For our
`purposes, however, we will consider services in four subcat­
`egories: i) call redirection and message handling, ii)
`teleconferencing, iii) database and information services, and
`iv) information monitoring and control services.
`
`A. Call Redirection and Message Handling Services
`In this section we will consider message taking and
`forwarding services and services involving call redirection
`or other forms of call handling.
`1) Message Handling Services: Basic voice telephony has
`been widespread for many decades, and, over time, there
`have been impressive improvements in its quality, cost, and
`degree of ubiquity. Yet, technology is just beginning to
`solve the single biggest inefficiency associated with this
`service. When the called party is busy or not there, the
`desired passage of information does not occur. Interest­
`ingly, this is a rare area in which small business and resi­
`dence customers have set the pace of progress. In these
`environments, telephone answering machines have become
`quite common, providing an opportunity for real communi­
`cation, even if only one way.
`At large business offices, where the modest cost of
`answering machines is certainly not a deterrent, they are
`generally not used. Instead, secretaries or answering services
`fill the breach. While the intervention of an intelligent
`human being would seem to be a distinct advantage, often
`that does not turn out to be the case. But, in general, callers
`refrain from asking secretaries or answering services to do
`much more than take down very short messages. This may
`be because of a fear of errors or of compromising privileged
`■information, or it may simply reflect the knowledge that
`most secretaries are just too busy to take down long mes­
`sages. Whatever the cause, secretaries and human answer­
`ing services often act as little more than a means for
`initiating the next round of telephone tag.
`The frustration and inefficiency associated with incom­
`pleted calls suggests that there should be a substantial
`market for electronic message handling services. Such
`services already exist in customer-premises-based systems,
`and relaxations of Computer Inquiry-ll should pave the way
`for network-based offerings as well. During the next de­
`cade, services of this type should proliferate in a variety of
`ways:
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`• Voice mail services will save voice messages for called
`parties and allow calling parties to"store" recorded mes­
`sages for automatic transmission or retrieval at a later time.
`• Electronic mail service will provide for distributing
`typed messages to electronic "mailboxes" from which the
`"addressees" can retrieve them by entering a password at
`their terminal. The users of this service will typically be a
`closed community of interest groups (such as large corpora­
`tions) or individual users (such as small businessmen, pro­
`fessionals, or residential users) who "subscribe" to the
`"mailed" information.
`• Electronic data interchange service will provide mes­
`sage handling service for applications that involve transmis­
`sion of data or graphical material: purchase orders, order
`status inquiries, material orders, sales results charts, etc.
`Along with the basic services enumerated above,
`equipment vendors and service providers will offer many
`options which will further extend their usefulness. Such
`options include:
`• Broadcast capabilities, which will allow users to input
`one copy of a message which will then automatically be
`distributed to everyone on a user supplied mailing list.
`• Password protection and encryption, which will be
`available for users who require a "secure” message han­
`dling system.
`• Message waiting systems, which will indicate whether
`and what kind of messages have been left.
`• "Friendly" interfaces, which will guide the user
`through the necessary steps of using a service.
`With time, most of these types of capabilities should
`become available not just for voice, data, or graphical
`messages, but also for image and video messages, and for
`messages involving combinations of these media.
`2) Call Redirection/Handling Services: Call redirection
`services also help get at the problem of unanswered calls.
`Such services do and will exist in a variety of forms. Spill­
`over (on nonanswer) of calls to a secretary, answering
`machine, or answering service are elementary, existing ex­
`amples. A slightly more sophisticated example involves
`forwarding the identity of the called party to a centralized
`answering location. Thus the answering operator could say,
`"Mr. Smith's phone," without the expensive need for Mr.
`Smith's line to have a parallel appearance at the operator's
`position. The "call-forwarding" service shown in Fig. 1, is
`another example of a call redirection service. Upon leaving
`
`©INCLUDES THE HUMBER TO WHICH
`THE CALL SHOULD BE FORWARDED TO
`Fig. 1. Call forwarding with ISDN.
`
`his normal answering location, a subscriber to this service
`punches a new telephone number into his station set. All
`incoming calls are then automatically transferred to that
`new number. Future enhancements to this service should
`include the ability to reprogram remotely the number to
`which calls are redirected, and the ability to redirect calls to
`mobile stations, as in the opening scenario.
`Other types of call handling involve calling party identifi­
`cation as illustrated in Fig. 2. Selective ringing patterns may
`be used to identify callers by broad categories (e.g., boss,
`intra-office, outside line), allowing the called party to de­
`cide whether to answer or to allow the call to overflow to a
`message taking service. With an appropriate display capa­
`bility at the called station, forwarding of the calling party
`number could allow the called party to determine exactly
`who is trying to reach him. Retention of the calling number
`could also allow automatic launching of a return call when
`the called party becomes available.
`Many types of message and call handling services are
`already in fairly common use, and thus their inclusion in an
`article about future services could be questioned. However,
`they deserve mention because they seem likely to become
`quite widespread during the next decade. Moreover, these
`services are interesting because nearly all of them will be
`greatly facilitated by ISDN capabilities. As ISDN capabilities
`spread, services now available only behind a PBX will spread
`to far-flung corporate networks and eventually to the full
`universe of telephone users. (Additional examples of call
`handling applications will be given in Section VI, Tele­
`marketing.)
`
`CALL SET-UP MESSAGE
`
`Fig. 2. Services based on station ID forwarding.
`
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`B. Teleconferencing
`Teleconferencing contributes to information productivity
`by allowing groups of individuals to communicate without
`the necessity of their congregating in one location. In this
`section we will consider voice, video, and multimedia tele­
`conferencing.
`1) Voice Teleconferencing: It has long been possible to
`arrange multiparty, voice telephone conferences by making
`arrangements through an operator. Similarly, PBX and key­
`telephone users, and, more recently, subscribers to "Three-
`Way-Calling" service, have been able to add third parties
`(or, behind some modern PBXs, as many as four additional
`parties) to calls already in progress. Both of these capabili­
`ties have limitations—in the first case, the bother and
`expense of working through an operator; in the second
`case, the restriction of adding only one, or behind PBXs, at
`most a few, additional parties. Very recently, it has become
`possible for voice telephone users to dial-up conference
`calls with tens of participants. And "bridging" capabilities
`allow service vendors to provide "gab lines"—telephone
`numbers which random individuals can call to join pre­
`scheduled conversations on selected topics. These existing
`services should become widespread and routine in the next
`decade.
`2) Video Teleconferencing: In the late 1960s and early
`1970s, there were many who believed that video phones
`were the wave of the future. Video phones were envi­
`sioned on every corporate desk and possibly in many resi­
`dences. But it did not happen.
`What went wrong? For the residential market, issues of
`privacy aside, the service was just too expensive. For the
`business market, video teleconferencing was the wrong
`solution for the wrong problem. In theory, the service was
`meant to replace face-to-face meetings and save traveling
`expenses. Unfortunately, because high-bandwidth transport
`capacity was still very expensive, substantial processing was
`required to encode images in a format requiring 1.5-Mbit/s
`or less transmission capacity. This in turn made the video
`conference rooms very expensive, limiting their use to
`"exhibition" type applications or to users willing to assem­
`ble at public rooms in large cities. Moreover, because of the
`high cost of the transmission capacity, and/or because of
`the need to use public rooms, the service had to be used
`primarily on a reservation basis. Most important, it turned
`out that business people still like to meet in person, even if
`it means traveling.
`Despite the past experience, industry watchers are again
`predicting a boom in video conferencing. What has changed
`to justify this renewed optimism? Primarily it is a matter of
`cost. As costs go down, video conferencing no longer
`needs to displace long-distance travel to be justified. It can
`serve close-in communities of interest, e.g., at companies
`with multiple locations in a small area or at universities
`with multiple campuses. Such users typically meet regu­
`larly, so face-to-face contact is not as critical as it is for
`first-time meetings. Indeed, as costs become low enough,
`video teleconferencing can become an enhanced alterna­
`tive to today's ubiquitous voice-only telephone calls. Video
`can increase the effectiveness of these communications by
`adding the dimension of sight.
`These new objectives of video teleconferencing are made
`possible by many technological advances that have been
`
`occurring in recent years. Fiber optics have driven down the
`cost of transmission, making even 45- and 90-Mbit/s trans­
`missions economically viable over short enough distances.
`At the same time, VLSI technology and advances in coding
`techniques are driving down the cost and bandwidth re­
`quirements of video coders. This makes it likely that large
`corporations will be able to afford multiple video rooms at
`all their major locations worldwide. Even mobile video
`conferencing carts or desk top systems are a real possibility.
`These same video encoding technologies will give users the
`ability to select the technology that is most suitable for
`specific applications, e.g., 56-kbit/s slow-motion or freeze­
`frame systems for applications involving little motion, all
`the way up to high-resolution, full-motion systems requir­
`ing 45 Mbits/s or more of transmission bandwidth.
`Finally, and perhaps most importantly, direct user control
`of the teleconferences via ordinary telephones and termi­
`nals, and on-demand availability of high-bandwidth trans­
`mission paths, will make video conferencing more conve­
`nient and more attractive. Together, these advances mean
`that video conferencing can be both reasonably economical
`and convenient, ensuring a significant role for such services
`in the next ten years.
`3) Multimedia Teleconferencing Services: In addition to
`pure voice or pure video conferencing, today's telecom­
`munication users also have access to facsimile and graphics
`transmission capabilities, and to "electronic blackboard"
`service. During the next decade, we can expect that all
`these types of capabilities will become increasingly in­
`tegrated. Users should be able to shift easily from one type
`of medium to another, and even to mix different types of
`media on different legs of a conference call. For example, in
`the scenario of Section I, David in Milwaukee, his colleague
`in New York, and the broker's "database" in London were
`engaged in a three-way, multimedia teleconference that
`involved video and voice communications between the first
`two parties, and image (in the form of graphics) communi­
`cations with the third party. David was able to set up the
`teleconference on demand, and to retrieve information
`from London interactively. He chose to obtain a graphical
`representation of the information he needed. However,
`under less urgent circumstances, the same information could
`have been transferred to David via facsimile or through a
`computer file transfer.
`Why are multimedia teleconferencing services likely to
`be important in the future? The answer again lies in the
`notion of information productivity. The plethora of infor­
`mation with which we are all confronted exists largely in
`the form of text or data. But, as human beings, we learn
`most effectively when information is presented to us in a
`variety of media—voice, image and data, and various com­
`binations of these. This is the situation which exists in
`face-to-face meetings and in classrooms, and this is why
`such forums are so important in our lives. Multimedia
`communications services will expand the boundaries of
`high "information productivity” by allowing participants in
`non-face-to-face meetings and learning situations to enjoy
`the benefits of multimedia voice, data, and image com­
`munications.
`Multimedia telecommunications will show up in many
`guises (see Section IV-A1, Message Handling Services, as
`well as many of the sections ahead). The two scenarios
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`Fig. 3. Multimedia teleconferencing service.
`
`which follow illustrate some applications which could be
`handled with a multimedia teleconferencing service.
`Scenario 7: This scenario is representative of regularly
`scheduled "telemeetings" amongst employees of a multilo­
`cation corporation (Fig. 3). In it, each of the six regional
`sales VPs for the Acme Corporation has a workstation
`consisting of a high-resolution color video display with a
`mouse-controlled cursor, voice capabilities, a keyboard, and
`a phone keypad. The video displays make full use of split
`screens and windows selectable via the mouse, or via touch
`screen capabilities.
`Joe Carvey, from the northwest region, initiates the con­
`ference by informing the network of the billing arrange­
`ments desired. Since each region has tightly monitored
`expense objectives, he specifies that the conference will
`share network transmission costs, but that each will pay
`separately for their own workstation usage. Next, Joe dials
`the conference participants. He could use his keypad to do
`this, but elects instead to activate calling instructions pre­
`stored in his workstation. Marcia Evans, the Executive VP of
`Sales, is added on first, followed by the regional VPs. As
`each participant answers, a window appears with their
`image, or, if no image is available, the window is imprinted
`with their name. Other windows are reserved for graphics,
`video tapes, slides, etc. Voice bridging provides equal (sym­
`metrical), simultaneous access.
`Marcia opens the meeting with a few remarks, then asks
`Joe to give his report on sales for the northwest region. In
`doing this, Joe assumes control of the video and graphics
`windows. Using his keyboard, or by switching screens and
`using his mouse-controlled cursor to select from a menu,
`Joe is able to access sales databases and/or pre-prepared
`graphics and to broadcast these to the other participants.
`For his finale, Joe broadcasts a video tape of the sales
`presentation which he used to clinch a major deal with a
`client in Seattle.
`During Joe's presentation, each participant is able to
`control his or her workstation completely. The default mode
`zooms to Joe or to another participant when one interrupts
`with a question. But the default mode can be overridden,
`allowing each participant to select a single window perma­
`nently, all windows