Open your mind to a beating heart of IP

Herman AbelProduct ManagerAculab (stand 515)

herman.abel@aculab.comPhone: +44 1908 273815

Agenda

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? 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 protocolsSecurityQuality of service (QoS)Reliability and availability

More VoIP challenges

Billing and reconciliationNetwork interconnectionCall routing and number plansDTMF, tones and telephony eventsFirewall and NAT traversalSupporting OSS/BSS

… and even more VoIP challenges

Regulatory issues: CALEA - lawful interception E911 - emergency and operator

services

Fax and modem supportBandwidth utilisationMigration path

VoIP challenges addressed

Reliability and availabilityQualityNetwork interoperabilityLegacy supportKnowledge

VoIP matures – ready for mainstream deployment!

Example: contact centre

Types of contact centres: One site Multi-site Distributed Virtual Virtual contact

centreInbound

calls

Outsourced agents

Homeworkers

On-siteagents

Site 1

Site 2

Virtual contact centre - benefits

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

PSTN IP

MediaGateway

RTPE1/T1

MediaGatewayController

ISDN/SS7

Agent Workstations

CRMDatabase

SIP

Virtual contact centre - requirements

Feature Functionality

Availability management SIP, H.323 protocols

Platform interoperability SIP, H.323, MEGACO, MRCP, CODECs

Support legacy PSTNIntegrated TDM functionality, SS7 protocol

Billing SS7 protocol, interface to CRM

Scalability IP core based solutions

Virtual contact centre requirements (2)

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 recognitionAutomatic speech recognition (ASR)

Outbound dialling automation Predictive dialler

Caller identity verification Speaker verification and identification (SVI)

Call / fax recording CODECs, fax protocols

Feature Functionality

PSTN IP

MediaGateway

RTPE1/T1

MediaGatewayController

ISDN/SS7

Agents Workstations

CRMDatabase

SIP

Virtual Contact Centre - Converged Architecture

PSTN IP

MediaGateway

RTPE1/T1

MediaGatewayController

ISDN/SS7

Agents Workstations

CRMDatabase

SIP

Media Processing

Server IVR TTSASR

DTMSEcho

Value proposition

VoIP enables – media processing delivers!

Building blocks for ‘3-in-1’ solutionAvailable in hardware and software: DSP-based IP media processing cards

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 Small scale solutions (up to 240 voice channels per server) CPU performance dependent

TDM

Media processing

VoIPIP core

Building blocks functionality

Which functionality is a must?

1. IP core based, full VoIP

SIP / SDP H.323

DiffServ

MEGACO /H.248 / MGCP

RTP / RTCP

RSVPQuality of service:

Control and signalling:

Media: CODECs Security

NAT

FAX IAX

RADIUS

Building blocks functionality (2)

2. Support full TDM legacy

Multiple E1 / T1 trunks CODECs support and conversion

G.711, A-law/μ-law Signalling methods

Euro ISDN, Q.SIG, CAS, CCS SS7 protocol

With integrated MTP, ISUP, SCCP and TCAP

Building blocks functionality (3)

3. Support enhanced media processing resources

IVRInteractive voice

response

TTSMultilingual

text-to-speech

ASRAudio speech recognition

Music on holdDTMF detection and generation

Enhancedecho cancellation

VADVoice activity

detection

Conferencing / call mixing

SVISpeaker Verification

and Identification

Call recordand playback

Noise removaland generation

FAXRx / Tx

DSP

Building blocks functionality (4)

4. Low cost per channel5. Highly scalable6. 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

Multimedia contact centres Video-based IVR MoIP - converged messaging

Fixed - mobile convergence IMS IPTV

Q & A

A:At least.In many aspects VoIP exceeds the quality provided by PSTN.

Q1: Is VoIP technology quality on par with a standard PSTN network?

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)

A:Yes, but only if these resources come with no additional cost.

Some vendors do charge for media processing resources.

Q4: Do more media resources lead to better ROI for your systems?

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.

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 AbelProduct ManagerAculab (stand 515)

herman.abel@aculab.comPhone: +44 1908 273815