Open your mind to a beating heart of IP Herman Abel Product Manager Aculab (stand 515) Phone:

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 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:  CALEA - lawful interception  E911 - emergency and operator services Fax and modem support Bandwidth utilisation Migration path

VoIP challenges addressed Reliability and availability Quality Network interoperability Legacy support Knowledge VoIP matures – ready for mainstream deployment!

Example: contact centre  Types of contact centres:  One site  Multi-site  Distributed  Virtual

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

Virtual contact centre - requirements FeatureFunctionality Availability managementSIP, H.323 protocols Platform interoperabilitySIP, H.323, MEGACO, MRCP, CODECs Support legacy PSTNIntegrated TDM functionality, SS7 protocol BillingSS7 protocol, interface to CRM ScalabilityIP core based solutions

Virtual contact centre requirements (2) Call routing, one number solution Interactive voice response (IVR) Automatic call distribution (ACD) Call queuingMusic on hold, text-to-speech (TTS) Auto attendant DTMF recognition Automatic speech recognition (ASR) Outbound dialling automationPredictive dialler Caller identity verificationSpeaker verification and identification (SVI) Call / fax recordingCODECs, fax protocols FeatureFunctionality

Virtual Contact Centre - Converged Architecture

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  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 VoIP IP core

Building blocks functionality Which functionality is a must? 1. IP core based, full VoIP SIP / SDPH.323 DiffServ MEGACO / H.248 / MGCP RTP / RTCP RSVP Quality of service: Control and signalling: Media: CODECsSecurity NAT FAXIAX 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 IVR Interactive voice response TTS Multilingual text-to-speech ASR Audio speech recognition Music on hold DTMF detection and generation Enhanced echo cancellation VAD Voice activity detection Conferencing / call mixing SVI Speaker Verification and Identification Call record and playback Noise removal and generation FAX Rx / Tx DSP

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  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 Abel Product Manager Aculab (stand 515) Phone: