Transcript Open your mind to a beating heart of IP

Open your mind to a beating heart of IP
Herman Abel
Product Manager
Aculab (stand 515)
[email protected]
Phone: +44 1908 273815
Agenda
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Benefits of VoIP
Challenges of VoIP and how they are addressed
VoIP application example
Key technologies for success of your VoIP project
What comes next?
Q&A
Benefits of VoIP
 How could VoIP affect your business?
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Reduce operating costs
Simplify infrastructure, create flexibility
Broaden range of services
Increase productivity and staff efficiency
Increase customer satisfaction
VoIP challenges
Support various service and equipment types
Choice of signalling protocols
Security
Quality of service (QoS)
Reliability and availability
More VoIP challenges
Billing and reconciliation
Network interconnection
Call routing and number plans
DTMF, tones and telephony events
Firewall and NAT traversal
Supporting OSS/BSS
… and even more VoIP challenges
Regulatory issues:
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CALEA - lawful interception
E911 - emergency and operator services
Fax and modem support
Bandwidth utilisation
Migration path
VoIP challenges addressed
VoIP matures – ready for mainstream deployment!
Reliability and availability
Quality
Network interoperability
Legacy support
Knowledge
Example: contact centre
 Types of contact centres:
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One site
Multi-site
Distributed
Virtual
Site 1
On-site
agents
Inbound
calls
Virtual contact
centre
Site 2
Home
workers
Outsourced
agents
Virtual contact centre - benefits
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Highest flexibility for change
Easily scalable
Lowest OPEX, low CAPEX
Global 24/7 availability, multilingual support
Flexible working hours for staff
Best customer experience
Virtual contact centre - architecture
Agent
Workstations
Media
Gateway
Controller
S7
N/S
ISD
SIP
PSTN
CRM
Database
IP
E1
/T
P
RT
1
Media
Gateway
Virtual contact centre - requirements
Feature
Functionality
Availability management
SIP, H.323 protocols
Platform interoperability
SIP, H.323, MEGACO, MRCP, CODECs
Support legacy PSTN
Integrated TDM functionality, SS7 protocol
Billing
SS7 protocol, interface to CRM
Scalability
IP core based solutions
Virtual contact centre requirements (2)
Feature
Functionality
Call routing, one number solution
Interactive voice response (IVR)
Automatic call distribution (ACD)
Call queuing
Music on hold, text-to-speech (TTS)
Auto attendant
DTMF recognition
Automatic speech recognition (ASR)
Outbound dialling automation
Predictive dialler
Caller identity verification
Speaker verification and identification (SVI)
Call / fax recording
CODECs, fax protocols
Virtual Contact Centre - Converged Architecture
Agents
Workstations
Media
Processing
Server
IVR
TTS
ASR
DTMS
Echo
Media
Gateway
Controller
S7
N/S
D
S
I
SIP
PSTN
CRM
Database
IP
E1
/T1
P
RT
Media
Gateway
Value proposition
VoIP enables – media processing delivers!
Building blocks for ‘3-in-1’ solution
Available in hardware and software:
 DSP-based IP media processing cards
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Large scale solutions, voice channel counts up to 1200 per card
Requires minimal resources from host machine CPU
Easily scalable, redundant
 Host media processing (HMP) software
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Small scale solutions (up to 240 voice channels per server)
CPU performance dependent
Media processing
TDM
IP core
VoIP
Building blocks functionality
Which functionality is a must?
1. IP core based, full VoIP
Quality of
service:
Control and
signalling:
Media:
RSVP
DiffServ
SIP / SDP
H.323
MEGACO /
H.248 / MGCP
NAT
RADIUS
RTP / RTCP
CODECs
Security
FAX
IAX
Building blocks functionality (2)
2. Support full TDM legacy
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Multiple E1 / T1 trunks
CODECs support and conversion
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Signalling methods
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G.711, A-law/μ-law
Euro ISDN, Q.SIG, CAS, CCS
SS7 protocol
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With integrated MTP, ISUP, SCCP and TCAP
Building blocks functionality (3)
3. Support enhanced media processing resources
DTMF detection
and generation
Music on hold
Call record
and playback
TTS
Multilingual
text-to-speech
IVR
Conferencing /
call mixing
DSP
VAD
Interactive voice
response
ASR
Audio speech
recognition
SVI
Speaker Verification
and Identification
Voice activity
detection
Enhanced
echo cancellation
FAX
Rx / Tx
Noise removal
and generation
Building blocks functionality (4)
4. Low cost per channel
5. Highly scalable
6. Operating system support (Windows, Linux,
SPARC Solaris)
7. Runs on standard chassis (PCI/cPCI/PCIe)
8. Remote management capabilities (SNMP)
9. Easy to migrate and enhance
What is next?
Convergence
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Multimedia contact centres
Video-based IVR
MoIP - converged messaging
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Fixed - mobile convergence
IMS
IPTV
Q&A
Q1:
Is VoIP technology quality on par with a standard PSTN network?
A:
At least.
In many aspects VoIP exceeds the quality provided by PSTN.
Q2:
Why do you need an IP core based media platform?
A:
Only IP core based platforms enable the creation of truly scalable
solutions. TDM core could be scaled to some extent, but with much
higher cost.
Q & A (2)
Q3:
Why do you need SS7 functionality?
A:
PSTN is here to stay for at least a decade.
You need to provide service for traditional phone users too.
Q4:
Do more media resources lead to better ROI for your systems?
A:
Yes, but only if these resources come with no additional cost.
Some vendors do charge for media processing resources.
Summary
 VoIP technology provides tremendous
opportunities for your business
 Media processing is the ‘ACE’ of VoIP
 TDM legacy must be fully supported
 Highly integrated systems provide significant ROI
Functionality
Customer satisfaction
ROI
Thank you!
Herman Abel
Product Manager
Aculab (stand 515)
[email protected]
Phone: +44 1908 273815