Web-based Enterprise Telephony Application Development Johnny Wong Principal Member of Technical Staff Oracle Corporation

Enterprise Applications Enterprise Telephony Apps –Phone-accessed applications –Access enterprise back-ends –Have call control capabilities (make a call, auto-answer) Sample Apps –Call Centers / Customer Support –IVRs: Corporate Directory –Unified Messaging –Conferencing –Next-Gen Telephony Apps Click to Dial Notification Services Personal Assistant Demo: Click-To-Dial Johnny Wong – Oracle Corporation

Development Tools Elements of Development & Standard Technologies –Voice: VXML, SALT, X+V, X+X –Call Control: JTAPI, TAPI, JAIN SLEE, SIP, Parlay, Parlay X –Media Resources: Media Servers –Visual Integration: Web UI, Windows UI Johnny Wong – Oracle Corporation

Potential Issues Voice: VXML –Good approach (standards-based) but, –Various interpretations of spec / No total support  Interoperability Hassle & potential Vendor Lock-in Call Control: –JTAPI, TAPI, SLEE, SIP, Parlay, Parlay X –CTI integration – Standalone Server –Infrastructure Assumptions Underlying network: SIP network Extra Framework: Parlay Gateways Johnny Wong – Oracle Corporation

New Architecture Web-based Open-Standards Approach X+X (XHTML / Xforms): Audio UI –Handle VXML translation Web Service-based Call Control APIs –Handle 3pcc, routing and management –Agnostic to underlying protocol Media Server –Mixing of Audio –VXML resources: TTS / ASR Visual UI –Web UI (integration with other modalities) Johnny Wong – Oracle Corporation Telephony Backend Telephony VXML browser MCS Applications (Call Center, Vmail, PBX apps, iMeeting, IVR, Voice Apps) (X+X / JSP / WS) App Server Drivers Telephony Resources (PBX, PSTN, VoIP phones) Other Resources Ie. Store Media Server

A Case Study Oracle’s Application Server & Conferencing System App Server with Telephony Support –XHTML / Xforms, Web Services, Database –First version: SIP support Conferencing Application –40K employees across the world –Reuse company’s IT infrastructure: SIP gateways, PBX systems, VXML platforms, IP Phones –Solution Implemented within 3 months with 2 engineers Brazilian Pilot set to start in January Johnny Wong – Oracle Corporation

Conferencing App Flow Demo: App Initiated Conference Conference Bridge – Event Flow Johnny Wong – Oracle Corporation Telephony Driver VXML browser Conference App (JSPs) 10g Platform PSTN Gateway Media Server PSTN phone WS XHTML VXML Telephony Signalling Voice Stream Application Communication

Value Proposal of Architecture Enterprise View PBX phones Intel’s CT Connect CISCO ICM Genesys Aspect PBX Interaction Center Apps Agent Client Software Call Routing Middleware Abstractor IVRs (Avaya, etc) CT Media Server Voic & Fax App (Java classes / C functions) Store S.100 (C code) JTAPI (Java) Dialogic Cards iMeeting Conference Recording VXML browser Oracle 9iASW Voice & Wireless Applications SIP Proxy Server SIP - PBX GW SIP phones SIP Server Backend Telephony VXML browser MCS Applications (Call Center, iMeeting, Vmail, PBX apps, IVR, Voice Apps) (X+X / JSP / WS) Oracle10g AS Drivers SIP phones SIP Gateway - SIP Proxy Other Resources Ie. Store Go From All This: To This: PBX PSTN

High-Level Benefits Ease of Development –Existing technologies XHTML, JSPs, Web Services, Web Model –Large Development Community Interoperability & Open Standards –VXML gateways and underlying networks –Applications use same infrastructure Reusability (Cost Savings) –Reuse same hardware / software platforms for development and deployment Johnny Wong – Oracle Corporation

Conclusions Telephony Development –Integrated with Web Development –Promotes Data & Channel Convergence Knowledge Reuse, Open-Standards, Interoperability, Infrastructure Reuse –XHTML/Xforms or VXML –Web Services Johnny Wong – Oracle Corporation

Thanks! Questions? Johnny Wong Principal Member of Technical Staff Wireless, Voice & Telephony Oracle Corporation