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Best of Breed Telephony Solutions- Open Source and

Proprietary

Presented by: David Mandelstam, CEO/President, Sangoma Technologies

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Sangoma AFT Family of CardsBase PCI or PCI Express card

Optional DSP module for echo cancellation and transcoding

Personality Card: Quad port analog module

Personality Card: Octal port T1/E1 module

Personality Card: Quad port T1/E1 module

Personality Card: Dual port T1/E1 module

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We just make cards and drivers!

• Open Source is important to us

• Proprietary code is important to us

• But mostly our customer’s well-being is important to us

• We have a unique perspective: System agnostic

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Open Source and Commercial code

Here is a controversial statement:

There is no intrinsic difference between open and closed source code

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Best of Breed:• Particularly in telephony, applications are modular• So choose the best of breed for each module• Don’t send a boy to do a man’s job

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100 seat Call center costs per seat

Asterisk-based system

Server: $40.00

T1 card: $30.00

Phone: $200.00

Total: < $400.00 Total: >$3000.00

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April 21, 2023 8

Call Center Apps

PSTN

AgentPosition

AgentPosition

AgentPosition

SIPRTP

Call Center Applications: IVR, ACD

Asterisk and Zaptel

Dual E1 Sangoma A104Quad E1 Card

Example:Asterisk-based Contact Center in Pakistan

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As the system has matured, The Contact center needed to grow:• Better scalability, better reliability

– Zaptel is an amazing piece of work, but was never designed for large installations

– Needs an upgrade path from E1 to SS7

• Proactive Rather than Reactive– Reach out to customers proactively

(phone, email, etc.)– Not just telemarketing– Requires Call Progress Analysis

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Replace zaptel with Software Suite

April 21, 2023 10

IP-PBX, IVR, Dialer, Contact Center

IP I/FTDM I/F (Sangoma)

Application Connectivity (IP)

Session Control and Mediation

Media Processing Services

OA

M

T1, E1, PRI, CAS, etc.SIP Firewall, SIP Trunks, other IP End-points.

Facilitate the interconnection of SIP Applications with various networks

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April 21, 2023 11

Call Center Apps

PSTN

AgentPosition

AgentPosition

AgentPosition

SIPRTP

Call Center Applications: IVR, ACD

Sangoma A104Quad E1 Card

Dual E1

Asterisk

Contact Center with zaptel/NBE replacement

Quad E1

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Zaptel replacement for Scalability and Reliability

• NetBorder Express SIP gateway instead of zaptel• High performance TDM gateway• A single gateway machine can handle 4 x A108

cards = 32 E1s = 960 voice channels.• Solid commercial ISDN PRI and SIP stack, soon

to support SS7, analog, BRI…• Growth path to add other helper modules

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April 21, 2023 13

Call Center Apps

PSTN

AgentPosition

AgentPosition

AgentPosition

SIPRTP

Call Center Applications: IVR, ACD, Proactive dialing

Sangoma A104Quad E1 Card

Dual E1

Asterisk

Outbound Contact Center

Quad E1CPA

Dailer application:VICIdial

Call Scenario:• Dialer app initiates

outbound call• On pickup, dialer app

assigns the call to an agent.

Call Scenario:• VICIdial initiates

outbound call• Asterisk dials out to

NetBorder• NetBorder reinitiates the

call while attaching its own internal CPA resource

• Once NetBorder CPA result is known, VICIdial assigns the call to an agent if the CPA result is ‘Human’

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April 21, 2023 14

PSTN

AgentPosition

AgentPosition

AgentPosition

SIPRTP8 x E1

Distributed functions

CPA

Asterisk

Dailer application:VICIdial

SIPRTP

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Typical Remote Agent Architecture

April 21, 2023 15

Asterisk

Call Center Applications

VoIPGateway

SIPRTP

LocalAgent

Position

Remote Agent

Data Network

Broadband

• Rely on broadband IP networks• No QoS• Voice quality may suffer

• MPLS / VPN / etc.• Expensive• Install equipment at home

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Agent Bridge

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Asterisk

Call Center Applications

SIPRTP

LocalAgent

Position

Remote Agent

Data Network

Broadband

PSTN

Call Scenario:• Agent dials from regular phone to NetBorder• NetBorder prompts the agent to DTMF in a ID code• NetBorder uses information to SIP Register the Agent with

Asterisk Registrar function• NetBorder maintains PSTN connection up for the duration

of the work period of the Agent

CPA

NAB

T1/E1/SS7

PSTN connection

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Agent Bridge

• Regular phone looks like a SIP phone to Call Center Applications

• Inherent QoS with PSTN• No need for costly equipment to maintain at

Remote Agent site• Ease of integration (SIP, no APIs)• Security guaranteed by PSTN

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Summary

• Use what makes most sense, do not be an Open Source bigot

• Don’t be a commercial code bigot either!• Make full use of the nature of telephony

applications to make changes in a modular way as your needs and business changes

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Thank you for attending this presentation!

Questions?