Aim/Purpose: In this work, the authors propose an augmented model for human-centered Unified Communications & Collaboration (UC&C) product design and evaluation, which is supported by previous theoretical work. Background: Although the goal of implementing UC&C in an organization is to promote and mediate group dynamics, increasing overall productivity and collaboration; it does not seem to provide a solution for effective communication. It is clear that there is still a lack of consideration for human communication processes in the development of such products. Methodology: This paper is sustained by existing research to propose and test the application of an augmented model capable of supporting the design, development and evaluation of UC&C services that can be driven by the human communication process. To test the application of the augmented model in UC&C service development, a proof-of-concept mobile prototype was elaborated upon and evaluated, making use of User Experience (UX) and user-centred methods and techniques. A total of nine testing sessions were carried out in an organizational communication setup and recorded with eye tracking technology. Contribution: The authors argue that UC&C services should look at the user’s (human) natural processes to improve effective infocommunication and thus enhance collaboration. Authors believe this augmented version of the model will pave the way improving the research and development of useful and practical infocommunication products, capable of truly serving users’ needs. Findings: On evaluation of the prototype, qualitative data analysis uncovered structural problems in the proposed prototype which hindered the augmented model’s elements and subsequently, the user experience. Five out of eighteen identified interaction issues are highlighted in this paper to demonstrate the proposed augmented model’s validity, applied in UC&C services evaluation. Recommendations for Practitioners: Considering and respecting the user’s natural communication processes, practitioners should be able to propose and develop innovative solutions that truly enable and empower effective organizational collaboration. UC&C functionalities should be designed, taking the augmented model’s proposed elements and their pertinence in representing the human interpersonal communication phenomena into consideration, namely: Social Presence; Immediacy of Communication; Concurrency and Synchronicity. Recommendation for Researchers: This paper intends to demonstrate that the adoption and use of UTAUT technology characteristics, in conjunction with Synchronicity proposition, can be considered as a reference for human-centric design and the evaluation of UC&C systems. Impact on Society: To highlight the need to develop further research on this important topic of human collaboration mediated by technology inside organizations. Future Research: This research focused its attention on communication functionalities. However, collaboration can potentially be affected by other services that may be included in a UC&C system, such as scheduling, meetings or task management. Future research could consider employing this augmented model to evaluate such systems or proof-of-concept prototypes.

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IEEE / Institute of Electrical and Electronics Engineers Incorporated

IEEE / Institute of Electrical and Electronics Engineers Incorporated

2. It may be useful to note that the facts relevant for the main issue of law indicated above are not in dispute and hence do not require detailed narration. For the sake of convenience, facts will be referred to from the records of T.P. No.77/2019 which has been heard as the lead matter, unless indicated otherwise.

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3. The two respondents, Tata Communications Ltd. and Bharti Airtel Ltd. are owners / operators of certain facilities which have been described as Cable Landing Operations. For these facilities they are entitled to levy three distinct charges i.e. (i) Access Facilitation Charges (AFC), (ii) Co-Location Charges(CLC) and (iii) Operation and Maintenance Charges (OMC). Prior to 07.06.2007, the charges were based purely on contract between the parties. In 2007, TRAI issued the "International Telecommunication Access to Essential Facilities at Cable Landing Stations Regulations 2007" (2007 Regulations). This introduced the requirement of framing of Cable Landing Stations - Reference Interconnect Offer (RIO) to be calculated on cost based method. Such RIOs for all the three charges were required to be submitted to TRAI, the Regulator for approval. This light- touch regulation was operational till the 2007 Regulations were amended by Amendment Regulation, 2012 dated 19.10.2012. This amendment enabled TRAI to fix and specify the highest charges which could be realizable as per agreement between the parties. On 21.12.2012, TRAI fixed all the three charges vide notification which brought into effect the "International Telecommunication Landing Station Access Facilities Charges and Co-Location Charges Regulations 2012. The said Regulations (No.27 of 2012) contained 3 schedules of charges made effective from 01.01.2013.

2. Heard learned Senior Counsel for the petitioner, Mr. K.Vishwanathan and learned Senior Counsel for the non-applicant, Bharti Airtel, Mr.Gopal Jain through video-conferencing.

3. The applicant seeks a direction upon Bharti Airtel not to encash the Bank Guarantee (BG) to which it has become entitled vide judgment of this Tribunal dated 16.04.2020 whereby applicant's petition bearing T.P. No.77/2019 has been dismissed on merits. In the last paragraph of that judgment notice has been taken of an order of the Hon'ble Madras High Court dated 14.11.2019 and in view of the said consent order this Tribunal has directed that the BG submitted to the Tribunal stands invoked for immediate payment to the non-applicant. The prayer in the MA is solely on the ground that moving the Hon'ble Supreme Court in appeal is likely to take some time because of the prevailing pandemic COVID-19.

IEEE Computer Society

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