Best of Breed Telephony Solutions- Open Source and Proprietary
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description
Best of Breed Telephony Solutions- Open Source and Proprietary. Presented by: David Mandelstam, CEO/President, Sangoma Technologies. Sangoma AFT Family of Cards. Personality Card : Quad port analog module. Personality Card : Octal port T1/E1 module. Personality Card: Quad port T1/E1 module. - PowerPoint PPT Presentation
Transcript of Best of Breed Telephony Solutions- Open Source and Proprietary
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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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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
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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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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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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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PSTN
AgentPosition
AgentPosition
AgentPosition
SIPRTP8 x E1
Distributed functions
CPA
Asterisk
Dailer application:VICIdial
SIPRTP
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Typical Remote Agent Architecture
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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?
