ETE405 :: Lecture 5

Dr. Mashiur Rahman

Book : Cisco - Voice over I !un"amenta#s a$e %5-

Delay in IP telephony
The IT&-T recommen"s a one-'a( "e#a( o) no more than *50 ms. In a Cisco VoI net'ork+ the uni"irectiona# "e#a( mi$ht ,e *-0 ms .current#(+ /5 ms to 05 ms o) that *-0ms "e#a( is "erive" )rom t'o Cisco VoI $ate'a(s 'hen usin$ 1.2-%3. The )act that the 4acket #a(er is ,ase" u4on o4en stan"ar"s ena,#es mu#ti4#e ven"ors to 4rovi"e so#utions that are intero4era,#e. These o4en stan"ar"s ena,#e increase" com4etition at this 4acket #a(er. 54en stan"ar"s are 4rovi"e" ,( 4rotoco#s such as 6.7-7+ 81C + M1C + 8I .

RT timestam4s

RT has a )ie#" that stam4s the e9act time the 4acket 'as sent. This in)ormation is kno'n as RT timestam4s an" is use" ,( the "evice terminatin$:receivin$ the au"io )#o'. The receivin$ "evice uses the RT timestam4s to "etermine 'hen a 4acket 'as e94ecte"+ 'hether the 4acket 'as in or"er+ an" 'hether it 'as receive" 'hen e94ecte". ;## this in)ormation he#4s the receivin$ station "etermine ho' to tune its o'n settin$s to mask an( 4otentia# net'ork 4ro,#ems such as "e#a(+ <itter+ an" 4acket #oss.

I net'orks are se#)-hea#in$

5ne o) the main ,ene)its o) I is the )act that 4ro4er#( ,ui#t I net'orks are se#)-hea#in$ . This means that ,ecause "(namic routin$ 4rotoco#s are use" an" mu#ti4#e 4ossi,#e "estinations e9ist+ a net'ork can re-conver$e ,ase" u4on the ,est route. It a#so means that it is 4ossi,#e )or (our voice .4acketi=e" in I 3 to take mu#ti4#e 4aths to the same "estination. Current#( (ou cannot nai# u4 a sin$#e 4ath ,et'een t'o "estinations. Each in"ivi"ua# 4acket takes the ,est 4ath ,et'een sen"er an" receiver.

Open Call-Control Layer

Ca##-contro#+ in a nutshe##+ is the 4rocess o) makin$ a routin$ "ecision a,out 'here a ca## nee"s to $o an" someho' makin$ the ca## ha44en. In the 8T> to"a(+ these "ecisions are carrie" out ,( 882 an" are ma"e ,( 8ervice Contro# oints .8C s3. In this ne' mo"e# o) se4aratin$ the ,earers .RT streams3 )rom the ca##-contro# #a(er an" se4aratin$ the ca##-contro# #a(er )rom the services+ it is necessar( to make sure that stan"ar"s-,ase" 4rotoco#s are use". Data net'orkin$ is uni?ue in the )act that mu#ti4#e 4rotoco#s can co-e9ist in a net'ork an" (ou can tai#or them to the 4articu#ar nee"s o) the net'ork.

I routin$ 4rotoco#s

Man( "i))erent I routin$ 4rotoco#s e9ist+ )or e9am4#e+ an" each is s4eci)ica##( "esi$ne" )or a certain t(4e o) net'ork. 8ome o) these inc#u"e the Router In)ormation rotoco# .RI 3+ Interior 1ate'a( Routin$ rotoco# .I1R 3+ Enhance" Interior 1ate'a( Routin$ rotoco# .EI1R 3+ Interme"iar( 8(stem to Interme"iar( 8(stem .I8-I83+ 54en 8hortest ath !irst .58 !3+ an" Bor"er 1ate'a( rotoco# .B1 3. Each 4rotoco# so#ves a simi#ar 4ro,#em@routin$ u4"ates.

VoIP Call-Control Protocols

6.7-7 is the IT&-T recommen"ation 'ith the #ar$est insta##e" ,ase+ sim4#( ,ecause it has ,een aroun" the #on$est an" no other 4rotoco# choices e9iste" ,e)ore 6.7-7. 81C 'as "eve#o4e" startin$ in *%%0 to re"uce the cost o) en"4oints .$ate'a(s3 ,( havin$ the inte##i$ent ca##-contro# occur in a centra#i=e" 4#at)orm .or $ate'a( contro##er3. I DC is ver( simi#ar to 81C + ,ut it has man( other mechanisms )or o4erations+ a"ministration+ mana$ement+ an" 4rovisionin$ .5;MA 3 than 81C . 5;MA is crucia# to carrier net'orks ,ecause it covers ho' the( are maintaine" an" "e4#o(e". In #ate *%%0+ the IET! 4ut I DC an" 81C in a room an" out 4o44e" M1C . M1C is ,asica##( 81C 'ith a )e' a""itions )or 5;MA . 8I is ,ein$ "eve#o4e" as a me"ia-,ase" 4rotoco# that 'i## ena,#e en" "evices .en"4oints or $ate'a(s3 to ,e more inte##i$ent+ an" ena,#e enhance" services "o'n at the ca##-contro# #a(er.

Open Service Application Layer

Bhen ,ui#"in$ a net'ork that has o4en inter)aces )rom the 4acket #a(er to the ca##contro# #a(er an" )rom the ca##-contro# #a(er to the a44#ication #a(er+ ven"ors no #on$er have to "eve#o4 a44#ications. >o'+ the( can sim4#( 'rite to these stan"ar" ; Is an" have access to a 'ho#e ne' in)rastructure. Bhen a ne' 4acket in)rastructure is ,ui#t+ o44ortunities )or ne' a44#ications ,ecome 'i"e#( avai#a,#e.

Summary

Voice in the 8T> is a )air#( com4#e9 'eave o) "i))erent techno#o$ies that have ,een evo#vin$ since *02/. The 8T> as (ou kno' it to"a( is on the ver$e o) a revo#ution. The techno#o$( re?uire" to ena,#e true mu#time"ia conversations on a "ai#( ,asis is rea"i#( avai#a,#e. 8uch a )eat "oes not re?uire a com4uter as (ou kno' it to"a(. Rather+ the te#e4hone:communications in)rastructure is movin$ to a ne' mo"e# an" 'i## soon ,e a,#e to carr( these mu#time"ia conversations.

Chapter 6. Voice over IP Benefits and Applications

Bene)its o) Voice over I .VoI 3+ inc#u"in$ cost savin$s+ sin$#e in)rastructure savin$s+ an" ne' a44#ications &sin$ a 4acket te#e4hon( ca## center versus a circuit-s'itche" ca## center 8ervice 4rovi"er 4re4ai" ca##in$ car" a44#ications 8ervice 4rovi"er enhance" services .such as Internet ca## 'aitin$ an" c#ick to ta#k3 ;n enter4rise VoI case stu"(

Ce( Bene)its o) VoI

rice savin$s ;,i#it( to have one In)ormation 8ervices .I83 "e4artment that su44orts ,oth voice an" "ata net'orks Enter4rises an" service 4rovi"ers "o not nee" common in)rastructure Ena,#es voice mai# s(stems to ,e 4ut on stan"ar"s-,ase" 4#at)orms

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I Te#e4hon( 8avin$s

To## char$es D #east cost routin$ avoi"s to## char$es. Mana$ement costs

8(stem mana$ement #a,or D time an" mone( save". &sersE 4ersona# 4roi#e chan$es D han"#e" ,( users+ not IT sta)). M;Cs D ?uick an" eas( to han"#e )rom an('here on the net'ork.

h(sica# circuit-s'itche" 4orts no #on$er re?uire". !e'er circuits )rom the 8T> nee"e".
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Ca## Center

Call Center Inside vie!

Bhat is a ca## centerF

A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. We can provide services remotely and earn a lot of money! The global market of call centre industry was US$ 382.5 billion in 2004 and is expected to reach US$ 641.2 billion by 2009. Total BPO (Business Processing Outsourcing ) market is worth $122 - $154 billion. India has revenues of 10.9 billion USDfrom offshore BPO and 30 billion USD from IT and total BPO (Genpact, WNS Global Services, Transworks Information Services, IBM-daksh, and TCS BPO).

In,oun" an" 5ut,oun"

In,oun" 5ut,oun"

Re?uests )or he#4+ es4ecia##( technica# he#4 In?uiries or re?uests )or in)ormation #acin$ or"ers+ in 4ro"uct 4urchases ;44#ications )or services !i#in$ com4#aints

8a#es Lea" $eneration roactive Marketin$ Market research u,#ic o4inion ca##s 5r"er ca## outs

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5#" an" >e' metho"

Circuit-8'itchin$ Ca## Centers acket Te#e4hon( Ca## Center

Circuit-8'itchin$ Ca## Centers: cha##en$es

Man( to##-)ree num,ers@C8CCs must mana$e the num,er o) circuits the enter4rise uses. &sin$ more circuits increases the cost o) o4eratin$ the C8CC an"+ there)ore+ can 4otentia##( "ecrease 4ro)its. Misroute":reroute" ca##s@Each time a ca## must ,e route" to a "i))erent a$ent .,ecause+ )or e9am4#e+ an a$ent mi$ht not have the correct ski##s to ans'er a customerGs ?uestion+ or he "oes not s4eak a customerGs #an$ua$e3+ revenue is #ost. Mu#ti4#e centers@The ca4a,i#it( to H)o##o' the sunH increases the H,rick-an"-mortarH costs in a C8CC. !o##o'in$ the sun im4#ies that "i))erent 4h(sica# ca## centers must e9ist to kee4 'orkers 'orkin$ a norma# shi)t. This a#so is kno'n as time-o)-"a( routin$. .Bhen the &nite" 8tates ca##-center o4erators are s#ee4in$+ )or e9am4#e+ ;ustra#ian o4erators can take the ca##s.3

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Circuit-S!itchin" Call Center

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Circuit-8'itchin$ Ca## Centers: cha##en$es

Man( to##-)ree num,ers@C8CCs must mana$e the num,er o) circuits the enter4rise uses. &sin$ more circuits increases the cost o) o4eratin$ the C8CC an"+ there)ore+ can 4otentia##( "ecrease 4ro)its. Misroute":reroute" ca##s@Each time a ca## must ,e route" to a "i))erent a$ent .,ecause+ )or e9am4#e+ an a$ent mi$ht not have the correct ski##s to ans'er a customerGs ?uestion+ or he "oes not s4eak a customerGs #an$ua$e3+ revenue is #ost. Mu#ti4#e centers@The ca4a,i#it( to H)o##o' the sunH increases the H,rick-an"-mortarH costs in a C8CC. !o##o'in$ the sun im4#ies that "i))erent 4h(sica# ca## centers must e9ist to kee4 'orkers 'orkin$ a norma# shi)t. This a#so is kno'n as time-o)-"a( routin$. .Bhen the &nite" 8tates ca##-center o4erators are s#ee4in$+ )or e9am4#e+ ;ustra#ian o4erators can take the ca##s.3

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so#utions

Com4uter Te#e4hon( Inte$ration .CTI3@5ne a44#ication is )or ca##er in)ormation .such as the ca##erGs name+ ,u(in$ 4atterns+ an" a""ress3 to ,e H4o44e"H onto the a$entGs screen so that the a$ent can han"#e the ca## more ?uick#(. 8ki##s:a44#ication-,ase" routin$@Routin$ ca##s to the 4ro4er a$ent ,ase" on technica# ski##s+ #an$ua$e+ an" an( other ski## can increase the s4ee" ,( 'hich the ca## is han"#e". In)ormation "u4#ication@Ca## a$ents can avoi" askin$ the same ?uestion t'ice i) trans)erre" to a ne' a$ent. This is 4ossi,#e "ue to the in)ormation on the )irst a$entGs screen H4o44in$H onto the ne' a$entGs screen 'hen the ca## is trans)erre" to the ne' a$ent. Interactive Voice Res4onse .IVR3@This ena,#es ca##ers to in4ut ,asic in)ormation .such as account in)ormation3 so that ca##s can ,e han"#e" more ?uick#(.

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acket Te#e4hon( Ca## Center

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This connection to the #e$ac( BI is accom4#ishe" ,( havin$ an e9terna# ca##4rocessin$ en$ine that connects to the BI an" to the Ca## Mana$er throu$h CTI #inks. The e9terna# ca##-4rocessin$ en$ine ena,#es te#ecommuters an" BI ca## a$ents to ans'er ca##s as thou$h the( are attache" to the ca## center. Bith a connection )rom the #e$ac( C8CC into the I net'ork+ (ou can use enhance" )eatures such as I -,ase" IVR s(stems .a#so kno'n as Voice Res4onse &nits JVR&sK3 an" uni)ie" messa$in$ services such as )a9DtoDe-mai#+ te9t-to-s4eech+ s4eech-to-te9t+ an" so on. Ca## Center Cor4oration is no #on$er tie" to 4h(sica# 4orts )or the VR&+ an" the entire messa$in$ in)rastructure .e-mai#+ voice mai#+ a44#ications+ an" so on3 is tie" into one common in)rastructure.
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The ca##-routin$ or ca##-4rocessin$ en$ine is no' <ust 4art o) the "ata net'ork an" is remove" )rom the BI. This ena,#es te#ecommuters+ ca##-center a$ents+ an" ,ranch o))ice a$ents to have the same access to the same in)ormation. ;ccess to a common in)rastructure $ives ever(one e?ua# )ootin$+ an" it $ives the customer a common #ook an" )ee#.

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Virtua# ;$ents

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Common In)rastructure )or ;## Ca## ;$ents

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