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TT103: All About VOIPTT103: All About VOIPSeptember 30, 2009
PresentersPresentersMartin Ostensen
Legal Aid Alberta
William H. Guyton, Jr.Legal Services Alabama
Rachel R. MedinaLSNTAP
AgendaAgendaWhat is VoIP?Planning, Preparation and
Implementation: Advice from Legal Aid Alberta - A Project-in-Process
Lessons Learned (What NOT To Do): Alabama’s Case Study
WHAT IS VOIP?WHAT IS VOIP?
Voice Over Internet Voice Over Internet ProtocolProtocolPut simply, VoIP is:
the ability of sending Voice (Telephone the ability of sending Voice (Telephone Calls) over the same data network that is Calls) over the same data network that is used by our computers and the internetused by our computers and the internet
This can mean lots things these days◦ Cheap Long distance◦ Smart PBX solutions◦ Voice communications◦ Telephony Applications◦ End Point Connectivity◦ All of the above
Existing FeaturesExisting Features Caller ID Blacklisting Call Waiting Call Transfer Call Conferencing Conference Center/Bridging Do-Not-Disturb Call Forwarding
◦ Unconditional◦ Busy◦ No Answer
Call Parking Call Detail Reporting Dial by Name Directory Interactive Voice Response
Time Condition Call Routing Call Queuing Call Back Hold Music/Recordings
(MP3) Application Integration Extended Call Reporting DISA (Direct Inward System
Access) Dictation Follow Me Paging/Intercom Ring Groups Graphical Call Manager Day/Night Controls
Data ConnectivityData ConnectivitySchool Bus vs Porsche
◦ VoIP requires little bandwidth
◦ VoIP requires very high quality low latency bandwidth
Quality bandwidth can be delivered over various connection types and vendors◦ DSL◦ Cable◦ T1◦ Fiber
Deliverable Quality can vary greatly among vendors
Read contracts carefully, ensure specific performance SLA
Voice ApplicationsVoice ApplicationsExamples of Voice Applications
◦Voice Mail◦Interactive Voice Response◦Dictation
What’s possible◦Attorney Client Message Pickup◦Attorney Client Call Scheduling
Analog Telephone Service ModelAnalog Telephone Service Model
Legal Aid Program OfficeClient
Attorney555-123-0002
Administration555-123-0003
Intake555-123-0001
Telephone Company
Key Based Phone SystemsKey Based Phone Systems
(3 Analog Lines)
Legal Aid Program OfficeClient
Telephone CompanyPBX
Key Based Phone SwitchLine 1 - 555-123-0001Line 2 - 555-123-0002Line 3 - 555-123-0003
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
Multiline Phones
Digital PBX Phone SwitchDigital PBX Phone Switch
Digital Trunk (PRI)
Legal Aid Program Office
Client
Telephone Company
VoIP/PBX Phone SystemLine pool
555-123-0001555-123-0002555-123-0003On and on….
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
Extensions
100 101 102
VoIP/Digital Phone SwitchVoIP/Digital Phone Switch
Network
VPN
Remote Users
Internet
Digital Trunk (PRI)
Legal Aid Program Office
Data
Data
Data
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
Extensions
100 101 102
VoIP Trunk
VoIP Trunk
VoIP Provider (Bandwidth.com)(Multiple of Rate Centers)
VoIP Trunk
Legal Aid Program Remote Office
VoIP/PBX Phone System
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
Client
Telephone Company(Local Rate Center)
Data
`
PCSoftphone
Data
Servers(Integration)
VoIP/PBX Phone SystemLine pool
555-123-0001555-123-0002555-123-0003On and on….
`
Softphone
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
Voip Endpoint
Existing Investment?Existing Investment? Already invested in a phone system how will this help?
VoIP Trunk
Digital Trunk (PRI)
VPN
Analog/PRI/Voice
InternetVoIP Trunk
VoIP Provider (Bandwidth.com)(Multiple of Rate Centers)
Analog/PRI
Existing Phone System555-123-0001555-123-0002555-123-0003On and on….
Digital Trunk (PRI)
Telephone Company(Local Rate Center)
Conference Center Features
Remote Users
`
Softphone
4
7
PQRS
*
CISCO IP PHONE
7902 SERIES
1 2
A B C
3D E
F
4 5
J K L
6
M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
Voip Endpoint
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2A B C
3D EF
4 5
J K L
6M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2A B C
3D EF
4 5
J K L
6M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
4
7
PQRS
*
CISCO IP PHONE7902 SERIES
1 2A B C
3D EF
4 5J K L
6M N OG H I
7 8
T U V
9
W X Y ZP Q R S
* 0 #
VoIP
Call Center(Multi Office)Trixbox or VoIP system in
Other Legal Aid Program
Trixbox FXO/FXS Card
T1 PRI Interface
PLANNING, PLANNING, PREPARATION AND PREPARATION AND IMPLEMENTATION IMPLEMENTATION
What is the need?What is the need?Due Diligence
◦Vision, Mission◦Business Priorities and Objectives◦Success Measures
Business Objectives Business Objectives exampleexample
ConvergenceConvergence
OurOurApproachApproach
OurOurApproachApproach
Overall Performance
Our ApproachOur Approach
Our ApproachOur Approach
ScopeScopeFunctional Departments/Programs
included in review:◦Client Services –Calgary & Edmonton
Regional offices◦Communications Department◦Corporate Services including Taxation,
HR, Recoveries◦Program Services:
Alberta Law Line (ALL)
◦Family Law Office (FLO)◦Youth Criminal Defense Office (YCDO)
Conclusion – Then Current Conclusion – Then Current StateStateLAA & ALL meet the basic requirement
of the strict definition of a call centre, i.e., single point of inbound contact.
Many of the basic contact centre operating principles/disciplines are not in place.
““Having the right skills and resources in Having the right skills and resources in the right place, at the right time with the right place, at the right time with quality.” quality.” ICMI, Brad Cleveland
Impact of Findings on Impact of Findings on Priority: Strategy and Overall Priority: Strategy and Overall OperationOperation
Impact of Findings on Impact of Findings on Priority: Priority:
Impact of Findings on Impact of Findings on PriorityPriority
RecommendationsRecommendations
Fully exploit use of telephone through routing & resource strategies
Execute performance management & measurement processes
Improve client service access via multi-channel options
Profile of Best Practice Profile of Best Practice OrganizationsOrganizations
Recommended Phased-Recommended Phased-Approach for Long-Term Client Approach for Long-Term Client Service CentreService Centre
Future StateFuture State
Performance ManagementPerformance Management
Recommendations: Business Recommendations: Business Processes (Contact/Call Processes (Contact/Call Handling)Handling)
Technology Review Current Technology Review Current StateState
RecommendationsRecommendations
Specific solution - CiscoSpecific solution - Cisco
Cisco IPCCCisco IPCC
Highlights of the IPCC Highlights of the IPCC SystemSystemIntegrated solution IVR, ACD, CTI,
OutboundMulti channel interaction
capabilities.Multi site intelligent routing.Robust reporting from the system
level to the agent level.Complete scalability to manage
growth.
Highlights of the IPCC Highlights of the IPCC SystemSystemReal time and historical reportingVoIP readySingle provider of technology.Premise based solution.
LESSONS LEARNED: LESSONS LEARNED: ALABAMA’S CASE ALABAMA’S CASE STUDYSTUDY
Program HistoryProgram History
KatrinaKatrina
30 days30 days
FlexibilityFlexibilityGiven the 30 day time frame to “go
live” no major PBX vendor would commit.
NortelAvayaLSA was looking for a system that
allowed for flexibility that didn’t cost in the 6 figures and could be working in 30 days.
Software IP PBX was the solution.But which one? And of what type?
Core ConceptCore ConceptWhen your
phone system is done in software, your voice system becomes an application.
OptionsOptions
Many optionsMany optionsFreeswitch
http://wiki.freeswitch.org/wiki/Main_Page
openPBX http://www.openpbx.org/openSER http://www.openser.org/Off the shelf options:Fonality http://www.fonality.comHosted: Qwest OneFlexISO’s asteriskNOW! Trixbox and
others
LSA went with LSA went with What is Asterisk?WikipediaAsterisk
What is Asterisk?What is Asterisk?Complete IP PBX in softwareMulti platform (Linux, BSD, OS X,
Solaris)Open source (GNU General Public
License)Modular, broad hardware and
protocol support (H.323, SIP MGCP, SCCP)
CommunityParadigm Shift
Who is digium?Who is digium?
LSA Call Center Design:LSA Call Center Design:Disaster Hotline v1.0Disaster Hotline v1.0
LSA Call Center Design :LSA Call Center Design :Disaster Hotline v1.0Disaster Hotline v1.0
Central, Montgomery, DCC :Central, Montgomery, DCC :Disaster Hotline v1.0Disaster Hotline v1.0
LSA Disaster v1.0 costLSA Disaster v1.0 cost
LSA Disaster v1.0LSA Disaster v1.0
LSA Disaster v2.0LSA Disaster v2.0
LSA Disaster v2.0 costsLSA Disaster v2.0 costs
LSA Disaster v3.0LSA Disaster v3.0
LSA Disaster v3.0 costLSA Disaster v3.0 cost
LSA VoIP v4.0LSA VoIP v4.0
LSC Performance CriteriaLSC Performance CriteriaApril 2006 April 2006
CTI CTI ◦What is computer telephony
integration?◦Wikipedia
CTI at LSA CTI at LSA ◦Softphone◦USB headset◦Broadband Internet access◦IAX2 protocol◦iaxComm◦About Kiax | Kiax.org◦Why IAX vs. SIP?
CTI at LSA CTI at LSA ◦IM, Wildfire, Spark and *◦Igniterealtime
◦Unified Messaging◦Wikipedia◦AsterFax
◦Visualization and Asterisk metrics ◦LSA call center network Portal
THANK YOUTHANK YOUDon’t forget to complete our survey
Rachel R. [email protected] Coordinator LSNTAP
Martin [email protected] Aid Alberta
William F. Guyton, Jr. [email protected] Services Alabama
