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Introduction:
Problem Statement - Guru
Problem analysis and description - Preetham
Critical need to solve problem - Preetham
Possible solutions and comparison -Chetan
Recommend solution description and benefit - Chetan
Solution implementation plan, timelines, support required - JP
Summary Raju

Introduction:
Hi, Good morning, I hope everybody is doing good today.
This is Guruprasad S R from V-serve team and I would like to share a
reoccurring problem we are facing with poor sound quality in our VOIP line and we
have a fantastic solution for this problem.(energy words)
Firstly, I will be talking about the introduction of the issue. Later, Preetham
will take over and will give detail information regarding the problem analysis and
description. Also, Critical need to solve problem. Next, Jayaprakash and Chetan will
describe this fantastic solution to you and finally, the presentation will be
summarized by Raju.
This complete presentation would take approximately 20 minutes, if you have any
questions please ask it at the end of the presentation. One of us will answer all your
queries.
Just to summarize the problem The issue is voice clarity in the
VOIP line hence the customers are not able to understand us properly on
the support call.

Background to problem
Let me begin by describing the environment in which our calls take place
Current situation 1 peak hours
Firstly - This issue happens for most calls during our peak hours. There is no
trend as such, as this issue can happen anytime the call comes in at the peak hour. I
mean during the peak hours between 1:30 pm 10:30 pm the usage of internet
bandwidth is very high.
Now - I would like to hand over the presentation to Preetham...
Current situation 2 - Foreign customers
We receive calls from round the globe; we come across customer from North
America and European customer. We also deal with Spanish or French customer who
can speak only broken English with a heavy regional accent.
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Current situation call types

Next We also face simple issues like password reset, page cannot be
displayed, deleting cookies.
Number of calls
We receive approximately 5 to 10 calls a week or 100 calls a month.
Therefore what really is the problem with VOIP? (rhetorical question)
Problem statement
The main issue as we explained is poor voice clarity leading to lengthy calls
and irate customers

The Current Scenario problem description

Let me now describe this problem in details to you.
To start with, - We face simple issues like 1 - password reset; 2 - page cannot be
displayed, and 3 - deleting cookies. Which generally takes not more than 5 10
minutes to cover this issue, because of this problem it would take about but today
it is taking a lot of time as much as 15 30 minutes. (stats) It affects us terribly
as well as the customers.
This problem definitely makes the customer irate. It also makes us repeat the
conversation over and over again. Most importantly, it impacts our business as
well as customers satisfaction.

Secondly as we receive calls from round the globe, we have a lot of issues with the
sound quality from the VOIP telephone line. We are dealing with Spanish or French
customer who can speak only broken English with a heavy regional accent. We know
that understanding these European accents are very difficult and now lets add
another problem of a poor line
What is the result? (rhetorical question) I have to ask him to repeat over and over
again and the Spanish guy is getting totally irritated. This also significantly
increases our call time from five to ten minutes. A waste of time for him and for
us!
Let me take you through a real life example
This issue occurred last Friday when Peter was communicating with his customer; I
heard he was repeating the same dialogues. Peter immediately called us and was
very upset and vented his anger!
Another example - Yes we had faced a Spanish customer who can barely speak
English. He would speak in broken English and because of the poor sound quality we
were not able to hear him. He was irate as we do not have Spanish support upon
that he has to repeat his query again and again. As his English is broken I do not
want to quote his words.
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Need of the hour

So we have been living with this problem for about three months. Do we need to
do anything about this? We certainly do
Although we dont have any a fixed SLA as the call flow is less right now. It would
definitely affect the customers precious time as he has to repeat his question or
query again and again. Yes, we have received complaints from customers that there
is lot of noise in the telephone conversation from our end. We have also received
complaints from Operations head of the project saying that his clients are facing
problem understanding the technical support executives. They have to reframe or
paraphrase there queries or concerns more number of times. So we need to do
something right away.
To provide a good quality support and create more orders this problem should be
fixed. If this is not fixed we will definitely loose lose our customers and business.
So how have we coped so far?
Examples for pain points
The present state of this issue still remains same. We keep receiving customers
complaints regarding VOIP quality, due to this issue we have to perform a test call
within us every 2 hours and shoot a mail

We have to bring changes in the source that we currently have in place.

We receive approximately 5 to 10 calls a week or 100 calls a month. Looking at
the volume, we feel that the issue should definitely be taken care at the earliest.
I would like to hand over the presentation to Chetan..

Solution Description
To take care of these issues I would like to introduce a superb new technology
called IPLC International private lease circuit. We could replace the VOIP line to IPLC.
As we know that the VOIP (Voice Over Internet Protocol) works in the internet. On a
high internet usage hour the bandwidth will reduce for individual users, which will
result in poor signal strength. So, by using IPLC line we can overcome from this kind
of issue. The IPLC is not depending on internet and therefore it can give best signal
strength (explain with number) and voice quality.
Features
I would like to Expand more on the major features of IPLC,
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The first thing is

Full duplex operation:
IPLC serves as an ideal communication pathway for businesses that regularly
require simultaneously sending and receiving large volume of traffic worldwide. IPLC
thus saves time and eliminates the inconvenience of waiting to send while receiving
traffic and vice versa.
Secondly - Speeds:
Quality net can provide a wide range of IPLCs transmission speeds, from 64Kbps
and multiples of 64 Kbps, to cater for all applications, which are seamless, and costeffective migration paths into the future with a highly reliable core network and
added resilience for critical communications links.
Secondly
Third - Choice of operating speed:
IPLC offers a wide variety of operating speeds to suit customers needs. These
speeds can be easily upgraded as and when the volume of traffic grows in the
future.
Next - Quality Service through Service Level Agreements:
It assures world-class customer support on all their products and services. IPLC is
supported by Service Level Agreement, which ensures guaranteed quality service
and defined service availability to customers.
Finally
Customer Services:
The Data Services Customer Help Desk is available 24 hours a day, 365 days a year
for fault reporting and handling, while the Network Operation Canter is available
round the clock to perform circuit testing and fault management.
Cost Saving:
IPLC customers are charged a fixed monthly rental irrespective of usage. The more a
circuit is used, the more economical it becomes.
Peter story and Spanish story - make it a positive story

Implementation of IPLC:
To implement use of IPLC by companies in the past, each company had to file an
application with one carrier to carry one private leased circuit line in one country,
while contacting a different carrier in another country to carry the second private
leased circuit
so essentially, the company would have to create one invoice per carrier per
country.
A IPLC is a TDM circuit, using Time Division Multiplexing to cost-effectively share
your circuit with others on a carrier network. To function, you need a CSU/DSU.

So what does a CSU do? A CSU is acts as a buffer between a LAN and a public
carriers WAN to ensure signals placed on the public lines are appropriately timed
and formed for the network.
The DSU manages timing errors and signal regeneration, providing a modem-like
function , it converts digital data frames from the local area network (LAN) into
frames appropriate to a wide-area network (WAN) and vice versa. The CSU receives
and transmits signals from and to the WAN line and provides a barrier for electrical
interference from either side of the unit. The CSU can also echo loopback signals
from the phone company for testing purposes.
The CSU/DSU can be a separate piece of hardware mounted on the wall. More
commonly, it is simply a card that is part of a router. The WIC (WAN Interface Card)
may contain an integrated CSU/DSU that can be inserted into a router slot.
Once your IPLC has timing set up between the far and near ends, you then simply
configure your router as you would for any other wide area network.

Summarise
This is Raju Y N from V-serve team; I would like to summarize the whole
presentation.
All of my colleagues have put forward their opinion regarding poor sound quality in
the VOIP (Voice over internet protocol) line
Firstly, we know that the VOIP on a high internet usage hour the bandwidth
will reduce for individual users, which will result in poor signal strength.
Secondly, to overcome from this issue, we could replace the VOIP line to
IPLC(international private leased circuit). An IPLC (international private leased
circuit) is a point-to-point private line used by an organization to communicate
between offices that are geographically dispersed throughout the world.
Benefits of IPLC:
24-hour Access: As the leased circuits provide a permanent dedicated link,
organizations can be in constant and immediate contact with their regional and
international offices, round the clock day-in and day-out.

Cost Saving: IPLC customers are charged a fixed monthly rental irrespective of
usage. The more a circuit is used, the more economical it becomes.

Full duplex operation: IPLC serves as an ideal communication pathway for

businesses that regularly require simultaneously sending and receiving large
volume of traffic worldwide

Choice of operating speed: IPLC offers a wide variety of operating speeds to suit
customers needs.

 Quality Service through Service Level Agreements IPLC is supported by Service

Level Agreement, which ensures guaranteed quality service and defined service
availability to customers.

Customer Services: The Data Services Customer Help Desk is available 24 hours a
day, 365 days a year for fault reporting and handling, while the Network Operation
Center is available round the clock to perform circuit testing and fault management.
Implementation of IPLC: To implement use of IPLC by companies in the past, each
company had to file an application with one carrier to carry one private leased
circuit line in one country, while contacting a different carrier in another country to
carry the second private leased circuit

A IPLC is a TDM circuit, using Time Division Multiplexing to cost-effectively share

your circuit with others on a carrier network. To function, you need a CSU/DSU.

Once your IPLC has timing set up between the far and near ends, you then simply
configure your router as you would for any other wide area network.
To conclude, we would strongly suggest implementing IPLC (international private
leased circuit).
If you have any question please let us know, we will be happy to answer
Thank you for giving me an opportunity to talk to you..