Trends in Instant Messaging and Telephony

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Trends in Instant Messagingand Telephony

Jonathan Rosenberg

Chief Scientist


What is the Reality? Toll-bypass Has Been the Primary Motivation

Cheap long distance Service transparency

Cost Differentials Are Rapidly Disappearing Long distance is now at 5 cents a minute Partial flat rate plans are being rolled out Canadian service providers have moved to a complete flat rate structure

Service Transparency is Far Away QoS issues 911, 1000 features in the 5ESS Huge existing penetration of the phone in the US and worldwide


The Question Of Customer Value

If IP Telephony Service is Not Cheaper, Better or Different, Why Purchase It?


The Answer IP Telephony Enables Innovative New Services Created by

Combining Applications Web Email Chat Presence

The Killer App for VoIP Lives WithinThese Combined Services


Voice Voice +Web

Voice +Web +Email

Voice +Web +

Email +Presence

Combined Services Enable Service Provider Differentiation Integrating Applications Yields

Exponential Services Growth

Service Provider Differentiation Flows Naturally from this Applications Diversity

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Presence as a Key Application Today, Presence is Just Online/Offline, Used for IM

Tomorrow, Will Describe Much More Than Online/Offline Status Presence is the dynamically changing set of means, willingness,

capabilities, characteristics and ability for users to communicate and interact with each other

The Means VoIP IM Mobile phone PSTN phone Email Games


Presence Tomorrow cont.

Willingness “Only if urgent” “Try mobile phone first, then business line” “Always send email”

Capabilities and Characteristics Voicemail available Voice or video Mobile or fixed Support for multiple languages Secretary available Geographic locale


Presence: The Best Thing that Could Happen to Voice Two Reasons

Call completion Innovative Services

Call Completion Problem A small fraction of calls result in useful conversations

Busy No Answer Voicemail Assistants “Call me back later”

Result is user frustration and no provider revenue


Presence: The Best Thing that Could Happen to Voice cont.

Solution Only call if I know where the called party is available, when they are

available, and how they are available Presence conveys exactly this information Result: successful call completion rates can skyrocket!

Services Presence is one of the key enablers Examples...


Traffic Jam Alerts Uses Geographic Locale as

Presence Component Mobile phone site location GPS

Service Definition Turn on mobile phone in car As you drive, application server

monitors location As you approach traffic, service

will call you Voice response system reads

out alternate route

NOTIFY

INVITE

REGISTER

Application Server

Presence Server


Remote Attendant Console Today’s PBXs Let Attendant Know Who is on the Phone

Many Limitations Difficult (or impossible) to configure which lines are monitored Attendant station must be on PBX Monitored users must be on PBX

Big Idea Station status is just presence


Remote Attendant Console cont.

Service Description User can define groups of monitored stations for console Stations approve being added to console Monitored stations can be any device, anywhere, which supports

presence Console can be anywhere Stations send NOTIFYs as state changes, updated on console


Automatic Callback Traditional PSTN Service

Call number, get busy signal Hang up, dial *66 Network calls you back when called party is available

Evolution Stage I Originator SUBSCRIBEs to called party

Is notified when available, resulting in screen pop Calls them back


Automatic Callback cont.

Evolution Stage II User requests service through web page Application server subscribes to called party When called party is available, application server calls originator If originator answers, application server calls called party

Evolution Stage III Same as II, except application server also subscribes to originator When both are online, rings them both Enables “subscribe and forget”


Automatic Callback cont.

Evolution Stage IV Media server introduced When originator and called

party are online, application server connects originator to media server

Media server asks user if he/she still wants to be connected

If yes, user is connected to called party, otherwise not

Online

NOTIFY

INVITE

INVITE

RTPApplication Server

Presence Server

Media Server


Auto Conference Problem: Tough to Get Busy

People Into a Conference Call

Solution: Use Presence to Create the Call When Everyone is Available!

Procedure Enter email addresses into a

web form (1) Application subscribes to users (2) When all online, application calls

each participant, calls a conference bridge, connects them together

Presence

HTTP

SIP Calls

Application Server

Conference Server

Presence Server


Information Resource Jonathan Rosenberg

[email protected] +1 972.952.5000

Trends in Instant Messaging and Telephony

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