IBM United States
Software Announcement 202-064
March 26, 2002

IBM WebSphere Voice Response for Windows NT and Windows 2000, V3.1 Supports up to Four Telephony Trunks

 ENUS202-064.PDF (47KB)


At a Glance

WebSphere Voice Response for Windows NT and Windows 2000, V3.1 with DirectTalk technology provides:

  • Four-trunk support: scalable systems from 4 to 120 E1 digital channels (4 to 96 T1 digital channels) and 4 to 48 analog channels on a single PC
  • Scalability beyond 120 channels with a distributed management system able to manage multiple PCs
  • High-level application development environments and improved installation, with VoiceXML and Java
  • Voice Systems Business Partner assistance (highly recommended)
  • Support for new Dialogic and Aculab cards
  • Technical support under Passport Advantage terms and conditions

Overview

WebSphere® Voice Response for Windows NT® and Windows® 2000, V3.1 with DirectTalk® Technology expands on DirectTalk for Windows, and provides Interactive Voice Response (IVR) support for up to four telephony trunks.

WebSphere Voice Response for Windows NT and Windows 2000, V3.1 can help your business improve customer satisfaction by reducing the time your customers need to wait for service. With WebSphere Voice Response for Windows NT and Windows 2000, V3.1 you can develop applications that can answer and screen large numbers of calls simultaneously and promptly without an operator.

You must have the following skills and prerequisites to install, configure, and commission this product, or should obtain them from an IBM Certified Voice Systems Business Partner. For a current list of Solution Providers, refer to:

  • Telephony skills to connect the product to a switch or network
  • Application development skills in, for example, VoiceXML or Java™
  • Purchased and installed the appropriate, prerequisite Dialogic and Aculab telephony PC adapters

WebSphere Voice Response for Windows NT and Windows 2000, V3.1:

  • Is designed to meet the need for a fully automated, versatile computer telephony system
  • Helps you develop voice applications and provides facilities to help run and manage the system
  • Is expandable into a network of systems with centralized systems management
  • Provides an open architecture, allowing you to customize and expand the system at both the application and system level
  • Supports application development using VoiceXML, Java or TREXX

Customers with Speech Recognition, or Text-to-Speech requirements can continue to use the following products:

  • DirectTalk for Windows, V3.0
  • DirectTalk Speech Recognition for Windows
  • DirectTalk Text-to-Speech for Windows

While DirectTalk for Windows V3.0 remains available, V3.1 is rebranded to WebSphere Voice Response as part of the WebSphere Family of products.

Key Prerequisites

You must be a Passport Advantage customer.

Refer to the Hardware Requirements and Software Requirements sections for a detailed description of prerequisites.

Planned Availability Date

  • March 29, 2002 — Electronic Delivery
  • April 19, 2002 — CD-ROM Delivery

Description

WebSphere Voice Response for Windows NT and Windows 2000, V3.1:

  • Provides an IVR product on the Windows platform
  • Provides support for new Dialogic and Aculab line cards
  • Provides VoiceXML and Java with the base product
  • Migrates current applications that operate on CallPath® DirectTalk/2™ to WebSphere Voice Response for Windows with minimal application changes
  • Provides the standard functions and features expected from an IVR system such as:
    • Interact with a caller
    • Refer or transfer a call
    • Interact with hearing impaired callers
    • Collect application management information and create reports
    • Access, store, and manipulate data
    • Monitor and manage at network and application levels

WebSphere Voice Response for Windows NT and Windows 2000, V3.1 also provides the following:

Scalability: Supports from 4 to 120 lines of telephony on a single system using a range of industry-standard analog and digital telephony cards from industry-leading suppliers such as Dialogic and Aculab.

Multiple IVR systems can be networked together and managed from a single system allowing an organization to expand the system up to 1200 lines.

Java and Voice XML Support: The CD-ROM for WebSphere Voice Response for Windows now includes the VoiceXML and Java support previously available from the Web. The WebSphere Voice Response simulator will be distributed on the WebSphere Voice Response for Windows base CD, but will not be automatically installed.

New Publications Structure: WebSphere Voice Response, VoiceXML, and Java publications are combined. The installation publication now reflects the common install and startup procedure of the VoiceXML, Java, and base WebSphere Voice Response environments.

Support for New Dialogic Adapters: The following adapters are now supported:

  • D/41JCT-LS
  • D/240JCT-T1
  • D/480JCT-2T1

Note: Although JCT cards are supported, the Continuous Speech Processing (CSP) function, which allows single board echo cancellation, is not supported.

Support for New Aculab Adapters: The following adapters are now supported:

  • Base network card with PM4 network interface module gives four trunks (120 channels)
  • E1 (CAS or ISDN) or four trunks (92 channels)
  • T1 (ISDN)

Note: V1.5 of this card is supported. The Aculab V1.5 base card is required if Windows 2000 is used.

License Use Management (LUM): WebSphere Voice Response for Windows, V3.1 has LUM incorporated in the base product. Licensing is by "telephony port." The IBM standard License Access Process is used during installation to confirm user acceptance of terms and conditions. Ports used for trombone transfers (EXT channels) do not need licenses.

WebSphere Voice Response for Windows, Integrated Features in V3.1: The following features, available separately in DirectTalk for Windows, V3.0, are included in the WebSphere Voice Response, V3.1 base:

  • Communications Support — provides terminal emulation support to enable applications to communicate with a mainframe system via 3270, 5250, and ASCII terminal emulation.
  • Telecommunication Devices for the Deaf (TDD) — enable support for the sending and receiving of characters to and from TDD devices.
  • Analog Display Services Interface — provides the ability to send data for display on an ADSI phone during a normal voice call as per the Bellcore defined ADSI standard.

Pre-Recorded Voice Segments: Support for date, time, currency, and prerecorded voice segments in the following languages:

  • Afrikaans
  • Dutch
  • Spanish
  • Arabic
  • Finnish
  • Swedish
  • Bahasa
  • Malaysia French
  • Swiss French
  • Flemish
  • German
  • Swiss German
  • Belgian
  • French
  • Italian
  • Swiss Italian
  • Brazilian Portuguese
  • Japanese
  • Traditional Chinese
  • Canadian French
  • Korean
  • Turkish
  • Cantonese
  • Mexican Spanish
  • UK English
  • Catalan
  • Norwegian
  • US English
  • Danish
  • Portuguese
  • Luxembourgish

Accessibility by People with Disabilities

For Software Offerings: WebSphere Voice Response for Windows has three types of users:

  • Telephone callers
  • Application programmers
  • System administrators

Telephone Callers: These are the end users of applications which our customers create to run on WebSphere Voice Response. They make up the vast majority of the Voice Response user population. They do not interact with any GUIs, only with the telephone user interfaces provided by the applications. These telephone user interfaces are fully accessible to people with no or low vision and, if speech recognition is implemented, to people with manual disabilities. Telephony devices for the deaf are supported in addition to ordinary phones. For any caller that can use a telephone, Voice Response provides full accessibility to the customer's data.

Application Developers: The telephone user interfaces (or "voice applications") are created by application developers, who use standard application development tools to access the Java, VoiceXML, and Object REXX APIs that Voice Response supports. We are working with the suppliers of these application development tools to support the accessibility features as they become available.

System Administrators: WebSphere Voice Response systems and applications are managed and monitored by systems administrators, who use a variety of user interfaces to perform their tasks. Some tasks can be performed using either a GUI or the command line, while others can only be performed using the GUI.

Product Positioning

WebSphere Voice Response for Windows NT and Windows 2000 and WebSphere VoiceServer for AIX® and Windows 2000 are part of the WebSphere Voice family portfolio of voice and call processing products. These products enable business enterprises and service providers to give a caller access to their business applications and data at anytime, from any telephone.

WebSphere Voice Response for Windows NT and Windows 2000 enables the development and operation of automated customer service solutions for small to medium businesses and service providers. Clients, customers, employees, and other users can interact directly with business applications using telephones connected via public or private networks.

Enhancements in WebSphere Voice Response for Windows NT and Windows 2000, V3.1 extend its position as a leader in the field of voice processing technologies.

Statement of Direction

A limited beta version of code to support WebSphere Voice Server V2 running with WebSphere Voice Response for Windows V3.1 is available and may be requested by contacting your IBM representative. It is IBM's intention to incorporate this support for the use of IBM Speech Recognition and Text-To-Speech on WebSphere Voice Response for Windows, V3.1, in future versions of WebSphere Voice Server.

IBM reserves the right to change its plans without prior notice based on business judgement.

Trademarks

 
DirectTalk/2 is a trademark of International Business Machines Corporation in the United States or other countries or both.
 
WebSphere, DirectTalk, CallPath, and AIX are registered trademarks of International Business Machines Corporation in the United States or other countries or both.
 
Pentium is a registered trademark of Intel Corporation.
 
Microsoft is a trademark of Microsoft Corporation.
 
Windows and Windows NT are registered trademarks of Microsoft Corporation.
 
Java is a trademark of Sun Microsystems, Inc.
 
Other company, product, and service names may be trademarks or service marks of others.

Education Support

The following classes are available:

                                                       Course
Title                                                  Number
 
WebSphere(R) Voice Response for Windows(R)             SW041
 Application Development
Introduction to Voice Processing                       SW033
WebSphere Voice Response Java(TM)                      SW084
 Application Development
Advanced Speech Enabled Application                    SW087
 Design

For information on schedules, course locations, and enrollment in the United States and Europe, visit the following Web site:

The appropriate curriculum will include the enhancements described in this announcement.

Call IBM Education and Training at 800-IBM-TEACH (426-8322) for catalogs, schedules, and enrollments.

Offering Information

Product information is available through Offering Information (OITOOL) at:

Publications

No hardcopy publications are shipped with this program, but the following will be available in Portable Document Format (PDF) on the Voice Systems Web site at:

 
                                                       Order
Title                                                  Number
 
Installation Guide                                     GC34-5481
General Information and Planning                       GC34-5480
Application Development User's Guide                   SC34-5501
Application Development Using Java and                 GC34-6049
 VoiceXML
Application Programmer's Guide                         SC34-5497
Problem Solving                                        GC34-5498
Administrator's Guide                                  GC34-5496
ADSI Programmer's Guide                                SC34-5499
National Language Information                          GC34-5500

The following publications can be ordered at planned availability. To order, contact your IBM representative.

                                                       Order
Title                                                  Number
 
Installation Guide                                     GC34-5481
General Information and Planning                       GC34-5480

The Publication Notification System (PNS) is available by order number/product number. Customers currently subscribing to PNS will automatically receive notifications by e-mail. Customers who wish to subscribe, can visit the PNS Web site location at:

The IBM Publications Center Portal:

The Publications Center is a worldwide central repository for IBM product publications and marketing material with a catalog of 70,000 items. Extensive search facilities are provided, as well as payment options via credit card. Furthermore, a large number of publications are available online in various file formats, which can currently be downloaded free of charge.

Note: PNS subscribers most often order their publications via the Publication Center.

Displayable Softcopy Publications: The following WebSphere Voice Response for Windows, V3.1 publications are included on the product CD-ROM in PDF and HTML form:

                                                       Order
Title                                                  Number
 
Installation Guide                                     GC34-5481
General Information and Planning                       GC34-5480
Application Development User's Guide                   SC34-5501
Application Development Using Java and                 GC34-6049
 VoiceXML

These PDF manuals can be used with Adobe Acrobat Reader. HTML manuals can be used with any Web browser. Terms and conditions for use of the machine-readable files are shipped with the files.

Technical Information

Hardware Requirements

  • Minimum required: Intel® personal computer Pentium® 300 MHz, or higher, with 128 MB RAM, or more, and 300 MB of available hard disk space for a basic four-line system.
  • An Aculab network interface (NIF) card and one or more Dialogic voice processor (VP) cards, or one or more Dialogic combined NIF and VP cards.

The following new line cards are supported and recommended for use in the following configurations:

  • E1 connectivity (Aculab ordering part numbers are listed)
    • Aculab Base Network Card at revision level 1.5 with PM1 module plus one Dialogic D/320-PCI (single trunk)
    • Aculab Base Network Card at revision level 1.5 with PM2 module plus two Dialogic D/320-PCI (dual trunk)
    • Aculab Base Network Card at revision level 1.5 with PM4 module plus four Dialogic D/320-PCI (four trunks)
    • If fax facilities are required, an additional one, or more, VFX/PCI card (to provide fax processing)
    • If barge-in is required for speech recognition, one, or more, D/320-PCI to provide at least the same number of channels as telephony channels

Use the part numbers listed below to order Aculab cards from Aculab:

                              Part
Description                   Number
 
E1, ISDN (no DSP)
 
1 port E1                     IBM-1P-E1-0-1
2 port E1                     IBM-2P-E1-0-1
4 port E1                     IBM-4P-E1-0-1
 
T1, ISDN (no DSP)
 
1 port T1                     IBM-1P-T1-0-1
2 port T1                     IBM-2P-T1-0-1
4 Port T1                     IBM-4P-T1-0-1
 
E1, CAS (with DSP supplied)
 
1 port E1                     IBM-1P-E1-1-1
2 port E1                     IBM-2P-E1-2-1
4 port E1                     IBM-4P-E1-4-1

For more information, or to order the above-mentioned Aculab cards from Aculab, contact:

  • Sales Line (telephone +44 01908 273802 or e-mail to IBM.sales@aculab.com)
  • T1 connectivity
    • D/240 JCT — T1 (single trunk, 24 channels)
    • D/480 JCT — 2T1 (dual trunk, 48 channels)
    • VFX/PCI (one, or more, cards to provide fax processing)
    • If barge-in is required for speech recognition, one, or more, D/320-PCI to provide at least the same number of channels as telephony channels.
  • Analog connectivity:
    • D/41 JCT — LS (one or two cards: up to 8 channels)
    • D/120 JCT — LS (one, or more, cards: 12 or more channels)
    • VFX/PCI (one, or more, cards to provide fax support and analogue connectivity)
    • If barge-in is required for speech recognition, D/80-PCI or D320-PCI to provide at least the same number of channels as telephony channels.

Note: A CT-Bus (H.100 bus) cable is required when more than one adapter is installed, this cable will need the same number of connectors as there are adapters. This cable is shipped with the Aculab cards.

Your computer should have sufficient, free, full-length, 33 MHz, 5.0V PCI slots to accept the cards. For example:

  • For 24 T1 channels using barge-in, two slots are required
  • For 120 E1 channels without barge-in, five slots are required
  • For 60 E1 channels with barge-in, five slots are required

Refer to the General Information and Planning Book (GC34-5480) for other PCI bus versions that will work with some adapters.

Software Requirements

Key Corequisites and Prerequisites

Mandatory Installation Requirements

Mandatory Software Requirements

  • Microsoft™ Windows NT®, V4.0 Workstation or Server (with service pack 4 or 6a recommended)

  • Microsoft Windows 2000 Professional or Server (with service pack 2)

    Note: :Shipments of WebSphere Voice Response for Windows includes the following prerequisite software:

    • Dialogic Release 5.1
    • Aculab Release 5.8
    • IBM Cross Platform Technologies for Windows, V1.3.0 (Java JDK)
    • Object REXX for Windows, V2.0
    • IBM LUM

Optional Software: (Dependent upon customer application requirements)

  • WebSphere Application Server, V4.0 for integration with complete solutions.
  • VisualAge® for Java, V4.0 for Java application development.
  • For API application development under Windows NT, a compiler which supports Windows DLLs is required.
  • For Host communications using TREXX actions: IBM Communication Server for Windows NT, V5.0, or later:
    • 3270 emulation via LUA
  • IBM Personal Communications for Windows NT V4.2, or later:
    • 3270 emulation via EHLLAPI
    • 5250 emulation via EHLLAPI
    • ASCII emulation via EHLLAPI

Limitations: If you are using DirectTalk® for Windows, V3.0.5, note the following:

  • You may need to upgrade your PCI E1 base card if migrating to the new release and using Windows 2000.
    • Support for Antares is for existing ISA Antares configurations using Windows NT only.
  • You must ensure that the power requirements of the adapters do not exceed bus slot power capabilities of your computer.

TREXX Host Communications Actions:

  • There is a limit to the number of sessions that can be run:
    • IBM Communications Server for Windows NT V5.0, or later — 3270 via LUA (up to 255 sessions).
    • IBM Personal Communications for Windows NT V4.2, or later — 3270 via EHLLAPI (up to a maximum of 26 sessions), 5250 via EHLLAPI. EHLLAP is supported, which can be any (ASCII via EHLLAPI) combination of these.
  • Applications requiring a large amount of CPU may not be able to run 120 channels.
  • You should examine your requirements in relation to particular development environments since, for example, some features like fax, 3270, will not operate in a VoiceXML/DTBE environment.

Interoperability between WebSphere Voice Response for Windows, V3.1 and DirectTalk for Windows, V3.0: Although using different software versions on networked WebSphere Voice Response/DirectTalk systems is not recommended, the following apply:

  • System Management: A WebSphere Voice Response for Windows, V3.1 Node Manager will be able to manage a DirectTalk, V3.0 system. A DirectTalk, V3.0 Node Manager will not be able to manage a WebSphere Voice Response for Windows, V3.1 system.
  • Application Development: A Development Work Area (DWA) running on a WebSphere Voice Response, V3.1 system will be able to develop applications on a DirectTalk, V3.0 node, but will be restricted to the lower line density. Similarly, a DWA running on a DirectTalk, V3.0 system will be able to develop applications on a WebSphere Voice Response, V3.1 node but will not be able to take advantage of the extra line density.
  • Run Time: A WebSphere Voice Response, V3.1 Run Time node will be able to use resources from a DirectTalk, V3.0 Run Time node but will be restricted to a session limit of 60 per V3.0 node. A DirectTalk, V3.0 Run Time node will be able to use resources from a WebSphere Voice Response, V3.1 Run Time node.

System Requirements: Performance is dependent on the following:

  • The number of lines
  • The number and type of host communications
  • System unit resources
  • Application complexity
  • Choice of application development environment

For further information, refer to the General Information and Planning Book (GC34-5480).

Increased Capacity: The system is enhanced to support up to four T1 or E1 trunks (for example, 96 or 120 channels).

It is recommended that the IBM WebSphere Voice Response for Windows General Information and Planning (GC34-5480) is consulted for further information.

Planning Information

Site Planning: When preparing for the installation of WebSphere Voice Response for Windows you need to consider the following requirements:

  • Estimated telephone traffic
  • Power requirements
  • Environmental requirements
  • Telephone requirements
  • Host computer communications software, hardware, cables

Customer Responsibilities: You are responsible for ensuring all the prerequisite hardware, line cards, cables, and software are obtained before installation of WebSphere Voice Response for Windows, V3.1.

You must provide a technician with telephony platform expertise to set up the telephony environment, and the system application environment. The customer can also request these services through the local IBM office, IBM Voice Systems Solutions Marketing, through one of the IBM Business Partners trained in voice application solutions, or with an integration agreement with IBM Global Services or other capable service provider. Contact your IBM Voice Systems representative for more information.

Problem Determination: You must determine the initial problem using documentation such as the Problem Solving Book (GC34-5498). If the error that occurred is a known hardware error, contact the hardware supplier (Dialogic or Aculab) for assistance. If the error that occurred is a known telephone network problem, contact your local telephone company. If this product was acquired from a source other than IBM, the customer should consult the provider of the software.

For more information on customer responsibilities, refer to the General Information and Planning Book (GC34-5480).

Migration Considerations: If you currently use DirectTalk for Windows or DirectTalk/2™, you can migrate to WebSphere Voice Response. Migration considerations are fully described in the Installation Guide.

If you are using DirectTalk for Windows, note the following:

  • If you are not changing your hardware or operating system, you should migrate without any problems. Applications written in VoiceXML, Java, or TREXX will not need changing.
  • If you plan to move from Windows NT to Windows 2000, be aware of the extra memory requirements of Windows 2000. Some cards which are supported on Windows NT are not supported on Windows 2000.
  • If you use Aculab cards on Windows NT you will have to upgrade the base card, but may be able to reuse the PM1/2 line interface cards (for more information contact Aculab).
  • If you have Dialogic Antares Voice Recognition or Text-to-Speech you can upgrade your existing systems. Antares cards are not supported for new installations and are not supported on Windows 2000.

If you are using DirectTalk/2 note the following:

  • Many cards supported by DirectTalk/2 are not supported on Windows by Aculab and Dialogic, and, therefore, cannot be used with WebSphere Voice Response.
  • The voice messaging feature in DirectTalk/2 is not supported by WebSphere Voice Response for Windows, and the communications feature session limits have changed.

Installability: Customers should follow the information on the "Important Information" insert shipped with the product CD.

Packaging: The WebSphere Voice Response for Windows, V3.1 package will contain:

  • One CD-ROM containing WebSphere Voice Response for Windows, V3.1 product code, License Information, Installation ReadMe, and selected publications. Refer to the Publications section of this announcement for details.
  • Important Information sheet

This program when downloaded from a Web site, contains the applicable IBM license agreement, and License Information (LI), if appropriate and will be presented for acceptance at the time of installation of the program. The license and LI will be stored in a directory such as LICENSE.TXT for future reference.

Ordering Information

WebSphere Voice Response for Windows is a single install per server software product with per-port users.

WebSphere Voice Response for Windows, V3.1 is available as a free upgrade through Passport Advantage for existing licensees of DirectTalk for Windows, V3.0 who are on Universal Access Maintenance and Support contracts.

Passport Advantage

                                                       Part
Description                                            Number
 
WebSphere Voice Response for Windows NT                BL00SNA
 and Windows 2000, V3.1 Media Package,
 English
WebSphere Voice Response for Windows,                  D5143LL
 V3.1 + CHARGE UNIT LIC/SW MAINT
 1 ANNIV
WebSphere Voice Response for Windows,                  D5144LL
 V3.1 + CHARGE UNIT LIC/SW MAINT
 2 ANNIV
WebSphere Voice Response for Windows,                  E00A6LL
 V3.1 + CHARGE UNIT SW MAINT RNWL
 1 ANNIV
 
                                                       Part
Description                                            Number
 
WebSphere Voice Response for Windows,                  D5145LL
 V3.1 + CHARGE UNIT SW MAINT AFT LIC
 1 ANNIV

Passport Advantage Customer — Media Pack Entitlement Details: Customers with active maintenance or subscription for the products listed below are entitled to receive the corresponding media pack.

                                                       Part
Description                                            Number
 
WebSphere Voice Response for Windows NT                BL00SNA
 and Windows 2000, V3.1 Media Package
 English

Terms and Conditions

Licensing: IBM International Program License Agreement. Proofs of Entitlement are required for all authorized use. Part number products only, offered outside of Passport Advantage, where applicable, are license only and do not include Software Maintenance.

LI Form Number: GC34-6146

Limited Warranty Applies: Yes

Program Services: Available until December 31, 2004

Money-Back Guarantee: 30-day, money-back guarantee, applicable to the first instance per customer enterprise. The money-back guarantee will commence on the invoice date.

Copy and Use on Home/Portable Computer: No

Volume Orders (IVO): No

Passport Advantage Applies: Yes and through the Passport Advantage Web site at:

Software Maintenance Applies: Yes

IBM Operational Support Services — Support Line: No

Other Support: Passport Advantage

AIX®/UNIX® Upgrade Protection Applies: No

Entitled Upgrade for Current AIX/UNIX Upgrade Protection Licensees: No

iSeries Software Subscription Applies: No

Variable Charges Apply: No

Educational Allowance Available: Not applicable

Prices

The prices provided in this announcement are suggested retail prices for the U.S. only and are provided for your information only. Dealer prices may vary, and prices may also vary by country. Prices are subject to change without notice. For additional information and current prices, contact your local IBM representative.

WebSphere Voice Response for Windows NT and Windows 2000, V3.1 is offered through Passport Advantage only and does not provide for any shrink-wrap packages.

Passport Advantage: For Passport Advantage and charges, contact your authorized IBM Business Partner. Additional information is also available on the Passport Advantage Web site:

Customer Financing: IBM Global Financing offers attractive financing to credit-qualified commercial and government customers and Business Partners in more than 40 countries. IBM Global Financing is provided by the IBM Credit Corporation in the United States. Offerings, rates, terms, and availability may vary by country. Contact your local IBM Global Financing organization. Country organizations are listed on the Web at:

Trademarks

 
iSeries is a trademark of International Business Machines Corporation.
 
DirectTalk/2 is a trademark of International Business Machines Corporation in the United States or other countries or both.
 
WebSphere, VisualAge, DirectTalk, and AIX are registered trademarks of International Business Machines Corporation in the United States or other countries or both.
 
Intel and Pentium are registered trademarks of Intel Corporation.
 
Microsoft is a trademark of Microsoft Corporation.
 
Windows and Windows NT are registered trademarks of Microsoft Corporation.
 
Java is a trademark of Sun Microsystems, Inc.
 
UNIX is a registered trademark is a registered trademark of the Open Company in the United States and other countries.
 
Other company, product, and service names may be trademarks or service marks of others.