Ch06
This document was uploaded by user and they confirmed that they have the permission to share it. If you are author or own the copyright of this book, please report to us by using this DMCA report form. Report DMCA
Overview
Download & View Ch06 as PDF for free.
More details
- Words: 1,074
- Pages: 27
Chapter 6 Voice over IP Benefits and Applications
Circuit-Switching Call Centers
CSCCs currently uses a device known as a PBX extender,a remote piece of equipment that’s the feature of the PBX to the user’s premises. A PBX Extender can run upward of $1000 per user and that’s just for the equipment itself. CSCCs enables users to work from home and still take calls, but this is the expensive solution. Cost of CSCCs also contains Purchasing Software,circuit to the worker’s residence,Customer Premises Equipment (CPE) such as the NT1,Router for the remote site.
Circuit-Switching Call Center Voice Mail
Auto Attendant
Call Center Application
Applications/Servers
PSTN
Trunk Aggregation
Switch Fabric Handset Aggregation
Packet telephony Call Centers
In PTCC,the network is integrated and standers-based and does not relay on only one component or vendor to provide the entire solution. PTCC enables the business to add new applications(such as data/voice collaboration) as needed. PTCC enables you to retain a connection into the legacy PBX call center ,but it also enables integration into the new network support,Internet telephony,and unified communications.
Packet Telephony Call Center Unified Massaging
VRU
CT Server
Telecommuter
Application E-commerce Database
IP
PSTN 3600/2600
Call Processing Engine
Internet
Branch Office Enterprise Network IP
Call Center Agent
100Baset
IP
Service Provider CallingCard Case Study
Two-Stage A dialing
Local PSTN Call
B Voice Call
C Local PSTN Call
QoS WAN
1- Subscriber dials local phone number of service provider.(legA) 2- Subscriber gets a second dial tone and is prompted to enter the destination phone number ,account number and password if calling away from home. 3- Call is completed to the destination phone (Leg B,C).
Call Flow : part 1
RADIUS (2)
(1)
(3) PST N
QoS WAN
PST N
Gate Keeper
1-The subscriber calls the local access number for the gateway. 2-The gateway queries the RADIUS server with the Automatic Number ID (ANI,or caller ID) of the caller. 3-The RADIUS server looks up the ANI to verify that the caller is a subscriber and then sends a massage to the gateway to the authenticate the user.
RADIUS
Call Flow : part 2
(3) PST N
QoS WAN
PST N
(5)
(4) (6)
4-The User enters the destination phone number. 5-The gateway consults the gatekeeper on ways he can route the call. 6-The gatekeeper looks up the E.164 address against a table and sends the gateway the IP address of the destination gateway.
Call Flow : part 3
RADIUS
(9) PST N
(9) PST N
QoS WAN (7)
(8)
7-The originating gateway places an H.323 call across the IP Network to the destination gateway. 8-The destination gateway places a PSTN call to the destination phone. 9-The gateway sends start/stop records to the RADIUS server for billing.
Call Centers
Why Call Centers…..
?
To provide an efficient, Scalable and User friendly contact point between Enterprise and it’s customer.
Call Centers business Drivers
Outsource “Telephone and people intensive” Provide comprehensive call capture and call processing capability Cost efficient customer services.
Components
Intelligent Switch (PBX/ACD Switch) Agents Agents Stations Interactive Voice Response (IVR) unite Computer telephony Integration (CTI) Server and applications.
Cont…..
Automatically distributes calls between Agents. Passes incoming call data to application Server A similar function can be achieved with a standard PBX and a computer Telephony interface(CTI).In this case the queue and distribution and controlled by Server.
Intelligent Switch (PBX/ACD Switch)
Automatic call distribution Efficiently routes incoming calls to multiple answering station. ACD System enables call center to track usage pattern as well as traffic and agent performance. Queuing of customer’s calls Answer in order of arrival Agent Routing based on most Idle
The Interactive Voice Response (IVR) Unit
Incoming calls are routed to the IVR unit by the Switch Provides greeting message and guides caller through translation selection Delivers selection information to Server Gives “holding”message to caller Enables callers to input basic information (such as account information) so that caller can be handled more quickly
The computer telephony interface (CTI) server
Can be : A customer database Application scripts Agent profiles Interface to the IVR Unite and switch
The Agent Station
Can be :A sophisticated digital handset A simple analogue handset and a PC as a workstation or anything in between depending on vendor and applications
The Agent
Has calls delivered and is simultaneously presented with the transaction script based on the caller’s IVR Unit input Is measured and rewarded on volume of transactions / calls handled Is expected to keep up with the queue A caller center Agent is the modern equivalent to a roman galley slave
Traditional Call Center Agent Stations
Call Center Server
ACD/PBX CTI Interface
LAN
ISDN TRUNK PSTN PBX Extensions
*Efficient for large,centralized call center Sites *Unable to provide cost-effective remote agent connectivity *Unable to provide integrated Internet/Web
Customer
IP Telephony Solution IP
London Cisco 3745
Lahore Cisco 3745
PSTN Switch UTP
IP Telephone
Catalyst 2950T-24
Cisco Call Manager Server
IP Telephony Solution Components
WIC-2T: Serial connections for connectivity to IP cloud. Call Center Server: Server for routing of calls to various receiving agents in the network. IP Phones: Actual receiving points for call receiving agents.
Incoming Call Centre – Call Flow London Cisco 3745
PSTN
1 1
Calls shall originate from the users in the connected to the London PSTN. The callers shall call a local number and the calls will be forwarded to the PRI connection terminating on the 3745 router in the London PoP.
Incoming Call Centre – Call Flow IP
2 London Cisco 3745
Lahore
2
Cisco 2650
1 PSTN
1
3 1
Catalyst 2950T-24
3
Cisco Call Manager Server
The router will forward the IP packets to the Call Manager Server
Value added Services Internet Call Waiting (ICW) V2L
Internet Call Waiting (ICW)
Sends the call to voice mail Receive the call on the PC using H.323 software Drop the Internet session and receive the call on the telephone (PSTN) Ignore the Call (provide a busy signal or let it ring).
Virtual Second Line(V2L)
V2L enables Internet users to place and receive phone calls through their ISP only when they are connected through their Internet connection (modem, cable, DSL). By V2L,Service providers can offer outbound traffic.
Circuit-Switching Call Centers
CSCCs currently uses a device known as a PBX extender,a remote piece of equipment that’s the feature of the PBX to the user’s premises. A PBX Extender can run upward of $1000 per user and that’s just for the equipment itself. CSCCs enables users to work from home and still take calls, but this is the expensive solution. Cost of CSCCs also contains Purchasing Software,circuit to the worker’s residence,Customer Premises Equipment (CPE) such as the NT1,Router for the remote site.
Circuit-Switching Call Center Voice Mail
Auto Attendant
Call Center Application
Applications/Servers
PSTN
Trunk Aggregation
Switch Fabric Handset Aggregation
Packet telephony Call Centers
In PTCC,the network is integrated and standers-based and does not relay on only one component or vendor to provide the entire solution. PTCC enables the business to add new applications(such as data/voice collaboration) as needed. PTCC enables you to retain a connection into the legacy PBX call center ,but it also enables integration into the new network support,Internet telephony,and unified communications.
Packet Telephony Call Center Unified Massaging
VRU
CT Server
Telecommuter
Application E-commerce Database
IP
PSTN 3600/2600
Call Processing Engine
Internet
Branch Office Enterprise Network IP
Call Center Agent
100Baset
IP
Service Provider CallingCard Case Study
Two-Stage A dialing
Local PSTN Call
B Voice Call
C Local PSTN Call
QoS WAN
1- Subscriber dials local phone number of service provider.(legA) 2- Subscriber gets a second dial tone and is prompted to enter the destination phone number ,account number and password if calling away from home. 3- Call is completed to the destination phone (Leg B,C).
Call Flow : part 1
RADIUS (2)
(1)
(3) PST N
QoS WAN
PST N
Gate Keeper
1-The subscriber calls the local access number for the gateway. 2-The gateway queries the RADIUS server with the Automatic Number ID (ANI,or caller ID) of the caller. 3-The RADIUS server looks up the ANI to verify that the caller is a subscriber and then sends a massage to the gateway to the authenticate the user.
RADIUS
Call Flow : part 2
(3) PST N
QoS WAN
PST N
(5)
(4) (6)
4-The User enters the destination phone number. 5-The gateway consults the gatekeeper on ways he can route the call. 6-The gatekeeper looks up the E.164 address against a table and sends the gateway the IP address of the destination gateway.
Call Flow : part 3
RADIUS
(9) PST N
(9) PST N
QoS WAN (7)
(8)
7-The originating gateway places an H.323 call across the IP Network to the destination gateway. 8-The destination gateway places a PSTN call to the destination phone. 9-The gateway sends start/stop records to the RADIUS server for billing.
Call Centers
Why Call Centers…..
?
To provide an efficient, Scalable and User friendly contact point between Enterprise and it’s customer.
Call Centers business Drivers
Outsource “Telephone and people intensive” Provide comprehensive call capture and call processing capability Cost efficient customer services.
Components
Intelligent Switch (PBX/ACD Switch) Agents Agents Stations Interactive Voice Response (IVR) unite Computer telephony Integration (CTI) Server and applications.
Cont…..
Automatically distributes calls between Agents. Passes incoming call data to application Server A similar function can be achieved with a standard PBX and a computer Telephony interface(CTI).In this case the queue and distribution and controlled by Server.
Intelligent Switch (PBX/ACD Switch)
Automatic call distribution Efficiently routes incoming calls to multiple answering station. ACD System enables call center to track usage pattern as well as traffic and agent performance. Queuing of customer’s calls Answer in order of arrival Agent Routing based on most Idle
The Interactive Voice Response (IVR) Unit
Incoming calls are routed to the IVR unit by the Switch Provides greeting message and guides caller through translation selection Delivers selection information to Server Gives “holding”message to caller Enables callers to input basic information (such as account information) so that caller can be handled more quickly
The computer telephony interface (CTI) server
Can be : A customer database Application scripts Agent profiles Interface to the IVR Unite and switch
The Agent Station
Can be :A sophisticated digital handset A simple analogue handset and a PC as a workstation or anything in between depending on vendor and applications
The Agent
Has calls delivered and is simultaneously presented with the transaction script based on the caller’s IVR Unit input Is measured and rewarded on volume of transactions / calls handled Is expected to keep up with the queue A caller center Agent is the modern equivalent to a roman galley slave
Traditional Call Center Agent Stations
Call Center Server
ACD/PBX CTI Interface
LAN
ISDN TRUNK PSTN PBX Extensions
*Efficient for large,centralized call center Sites *Unable to provide cost-effective remote agent connectivity *Unable to provide integrated Internet/Web
Customer
IP Telephony Solution IP
London Cisco 3745
Lahore Cisco 3745
PSTN Switch UTP
IP Telephone
Catalyst 2950T-24
Cisco Call Manager Server
IP Telephony Solution Components
WIC-2T: Serial connections for connectivity to IP cloud. Call Center Server: Server for routing of calls to various receiving agents in the network. IP Phones: Actual receiving points for call receiving agents.
Incoming Call Centre – Call Flow London Cisco 3745
PSTN
1 1
Calls shall originate from the users in the connected to the London PSTN. The callers shall call a local number and the calls will be forwarded to the PRI connection terminating on the 3745 router in the London PoP.
Incoming Call Centre – Call Flow IP
2 London Cisco 3745
Lahore
2
Cisco 2650
1 PSTN
1
3 1
Catalyst 2950T-24
3
Cisco Call Manager Server
The router will forward the IP packets to the Call Manager Server
Value added Services Internet Call Waiting (ICW) V2L
Internet Call Waiting (ICW)
Sends the call to voice mail Receive the call on the PC using H.323 software Drop the Internet session and receive the call on the telephone (PSTN) Ignore the Call (provide a busy signal or let it ring).
Virtual Second Line(V2L)
V2L enables Internet users to place and receive phone calls through their ISP only when they are connected through their Internet connection (modem, cable, DSL). By V2L,Service providers can offer outbound traffic.
