powered by Broadband Learning Live: Title 1 Presented by Doug Marlowe For Broadband Learning Live Presented by Doug Marlowe For Broadband Learning Live © 2003 Maher & Maher WELCOME TO Got Voice? Cable Adventures in Telephone Land

powered by Broadband Learning Live: Title 2 Ground Rules  Navigate to File > Connection Speed to specify your connection speed.  Please use the mute feature on your phone if you are in a high-traffic or noisy area.  Please do not put the call on hold if you have hold music or a recorded hold message.

powered by Broadband Learning Live: Title 3 Participant Info, Raise Hand, Emoticons Annotation Tools Polling Whiteboard: Presentation area Chat Room

powered by Broadband Learning Live: Title 4 About Broadband Learning Live  2 years old, dozens of recorded modules  Cable & Telecom  Business Management  Customer Care  Understandable  New products and trends

powered by Broadband Learning Live: Title 5 Learning Objectives  Identify key elements that contribute to a successful VoIP rollout  Explain the fundamentals of voice technology and Voice over IP  Develop a features/benefits matrix to use with subscribers to justify VoIP  Define the new roles of field service and customer care  Pinpoint Employee Skill Gaps that may impact a successful roll-out

powered by Broadband Learning Live: Title 6 Rolling Out VoIP - Introduction  What is Cable today  Where are we going?  How will we get there  Who will be the major players  Why are we changing  When will this all happen

powered by Broadband Learning Live: Title 7 Rolling Out VoIP – Elements for Success  Training inside and out  Marketing inside and out  Technology across the board  Great relationship with PSTN partner  Documentation for the future  Commitment to Service & Reliability  Knowledgebase & Agent Tools

powered by Broadband Learning Live: Title 8 PSTN A B C D E F VoIP – An Overview Before We Begin

powered by Broadband Learning Live: Title 9 Key Concepts in VoIP  Public Switched Telephone Network (PSTN)  Signaling Gateway  Call Management Server  Softswitch  Record Keeping Server  Media Server  Multimedia Terminal Adapter

powered by Broadband Learning Live: Title 10 Key Terms - PSTN P ublic S witched T elephone N etwork.  North American Technology International calling requires signaling conversions  Connects all of the telephone companies together using switches  Cable buys access into PSTN switch points  Cable connects to the PSTN as a Local Class 5 switch Class 5 Class 4 Class 3 Class 2 Class 1 LOCAL TOLL REGIONA L SECTIONA L PRIMARY Subscribers PSTN Switch Hierarchy

powered by Broadband Learning Live: Title 11 Key Terms –Signaling Gateway  Connects to the PSTN and communicates with other devices on the PSTN using SS7  Connects to the PSTN using T1, DS3 or SONET circuits.  Connects to the Call Management Server using Gigabit Ethernet PSTN CMTS IP Switch Signaling Gateway

powered by Broadband Learning Live: Title 12 Key Terms –Call Management Server Call Management Server “Softswitch” Signaling Gateway  Controls Messaging between the MTAs and the PSTN  Uses PacketCable standards for managing IP voice calls  Controls routing of calls for Voice Mail, Billing, and Event Recording. Media Server Record Keeping Server SIP

powered by Broadband Learning Live: Title 13 VoIP Protocols – Session Initiation Protocol  SIP establishes, modifies, and terminates sessions or calls. It uses a simple invitation-acceptance message structure.  Other benefits of SIP as a call management protocol include scalability, service richness, low latency, fast speed, and distribution for carrier-grade reliability.

powered by Broadband Learning Live: Title 14 Key Terms – Telco Call Management  Telephony  Dial Tone  Call Processing  Local Loop  Central Office  Interoffice Channel  Local Serving Office LSO IOC Local loop CO

powered by Broadband Learning Live: Title 15 Key Terms – Cable VoIP Call Processing  Dial Tone from the MTA  Voice is sampled, digitized and assembled into packets in the MTA  Connection made over the Cable Modem Link DROP LSO HE PSTN MTA

powered by Broadband Learning Live: Title 16 Key Terms – Multimedia Terminal Adapter  MTA – Multimedia Terminal Adapter  Connects to Cable TV System using coax “F” Connector  Connects to home wiring using RJ-11 Jack(s) and cord(s)  Multiple Phone Lines  Optional Battery Back- up

powered by Broadband Learning Live: Title 17 Review  Which of the following defines VoIP?  An HFC/RF technique to deliver Dial Tone to subscribers  A method similar to a cable modem that digitizes voice calls as data packets  A wireless method of using cordless phones over the Cable TV system Select A, B or C  Which of the following is the most critical to VoIP success?  A thorough understanding of the principles of Telephony.  A well trained Field Service and call center staff  A tight and well monitored physical plant.  A monitored signaling gateway interface to the PSTN  All of the above Select A, B, C, D or E

powered by Broadband Learning Live: Title 18 PSTN A B C D E F VoIP – Review

powered by Broadband Learning Live: Title 19 Optical Tx Combiner Node Amplifier Drop Tap Optical Rx Demodulator Video Data ( ) Voice INTERNET PSTN Modulators Adding VoIP to a Head End

powered by Broadband Learning Live: Title 20 VoIP Features Matrix FeatureBenefit MTA delivers dial toneNo change in how to make a call Hooks into existing wiringNo need to rewire or buy new phones Built in Cable ModemNothing else to buy Battery Back-upTelephone service during power failures Bundled ServicesMajor Cost Savings. Multi-LinePerfect for home offices Smart DiagnosticsReduced downtime & improved reliability

powered by Broadband Learning Live: Title 21 How VoIP Changes Customer Care TaskChange InstallationHome Wiring, Telco disconnection, Splitter Installation Customer Training OperationsCustomer Training Reading and Explaining Billing Support for telephones, Faxes and Modems RepairLine and Equipment Testing

powered by Broadband Learning Live: Title 22 Challenges & Opportunities in VoIP  Challenges  Expanding customer care  Maintaining reliable systems  Opportunities  Growth of subscriber base  Create new revenue streams  Move “Up Market” with commercial services  Bundled services reduce subscriber churn

powered by Broadband Learning Live: Title 23 Skill Gap Analysis for VoIP  Telephony  IP Basics  Wiring  Home Networking  Billing and Service Plans  Traffic Planning  Voice Mail

powered by Broadband Learning Live: Title 24 Summary VoIP is big in 2004 VoIP is standards based VoIP is a great add-on to HSD VoIP can reduce churn Get cozy with your carrier VoIP should be a total cost savings to the subs Start training your staff and management early on.

powered by Broadband Learning Live: Title 25 Thank you to: Nuera Communications Cisco Systems Arris Communications

powered by Broadband Learning Live: Title 26 Thank you for attending! This webinar has been brought to you by: Please send all questions or comments to