Welcome to Next Generation Networks Case Study: Service Provider Hosted Call Center
Mrežne tehnologije VERSO d.o.o.
© 2008 Verso
Sadržaj
◊ O Versu
◊ NGN ukratko
X ITU-T, TISPAN/IMS
X Verso model
◊ Cisco temelji za NGN
X Cisco MPLS
X Class 4 (interkonekcija)
O Cisco PGW 2200
O Cisco ITP (IP Transfer Point)
O Cisco SBC
◊ Case Study
X Service Provider Hosted Call Center: Telekom Slovenije
© 2008 Verso
Verso portfelj usluga
◊ IP telefonija, IPTV
◊ platforme za pružanje konvergiranih usluga
◊ fiksno-mobilna konvergencija
◊ Triple/Quad Play
◊ projektiranje IP i IP/MPLS mreža
◊ OSS/BSS integracija
◊ nadzor i upravljanje kvalitetom usluga
◊ sigurnost, business continuity
◊ konzalting
◊ edukacija i treninzi
Analiza,
savjetovanje,
planiranje
Podrška,
održavanje,
optimizacija
Edukacija i
treninzi
Razvoj, dizajn
provedba
i integracija
PROa
UNI a
a TSC
Analiza,
savjetovanje,
planiranje
Podrška,
održavanje,
optimizacija
Edukacija i
treninzi
Razvoj, dizajn
provedba
i integracija
PROa
UNI a
a TSC
© 2008 Verso
Verso partneri i kompetencije
• Advanced Unified Communications Specialization
• Advanced Routing and Switching Specialization
• Advanced Wireless LAN Specialization
• Advanced Security Specialization
• Prva i zasad jedina tvrtka u regiji koja je pozvana u
Cisco Systems Advanced Technology Provider Program -VoIP for Service Providers
• Jedini sistem integrator u Hrvatskoj sa statusom Cisco Advanced Services preferred partner – ProfessionalServices Subcontract Agreement (PSS) (European and Emerging Markets)
Highdeal Certified Partner
Regionalni partner
Regionalni partner za
Comverse IP Converged Communications
OSS Solution Provider –CMDB, Change and Configuration Management, Fault Management, Performance Management, ITIL compliance consulting.
© 2008 Verso
Telekom reference
Inozemni operatori
◊ Slovak Telekom
◊ Voljatel (SLO, HR)
◊ Telekom Slovenija
◊ SITA (Italija)
◊ BH Telecom (BiH)
◊ Aneks (BiH)
◊ Telekom Crne Gore
◊ Mobilis (Alžir)
◊ Telecom Egypt
◊ Eircom (Irska)
◊ Ipko Net (Kosovo)
◊ GTS/Contactel (CZ)
◊ Inclarity (GB)
◊ Jordan Telecom (JOR)
◊ Lightspeed Communications (BRN)
◊ Lyse Tele (N)
◊ Tiscali (CZ)
◊ AOL Europe (D)
◊ T-Systems (I)
◊ On.net (MK)
◊ ON Telecom (GR)
◊ Orbitel (BG)
◊ TeliaSonera AB (SWE, FIN)
◊ Lannet Communications (GR)
◊ Telekom Austria (A)
Domaći operatori
◊ Vipnet
◊ H1 Telekom
◊ Metronet
◊ B.net Hrvatska
◊ Iskon
◊ T-Com
◊ T-Mobile
◊ Amis Telekom
◊ Dubrovnik Telekom
© 2008 Verso
Reference iz gospodarstva i državne uprave
Domaći korisnici
◊ Agrokor
◊ Konzum
◊ TDR
◊ FINA
◊ Hypo–Leasing
◊ VB Leasing
◊ Regos
◊ Hrvatska elektroprivreda
◊ Hrvatske autoceste
◊ Hrvatska radio televizija
◊ Zračna luka Zagreb
◊ Tifon
◊ Istragrafika
◊ Maistra
◊ Valamar
◊ Istraturist Umag
Indirektni projekti kroz telekome
◊ BCI
◊ DHL
◊ Emporion
X Adriatica.net
X Atlas
X Kompas
◊ IN2
◊ Perpetuum Mobile
◊ Merkur osiguranje
◊ Oktal Pharma
NGN ukratko
ITU-T ¤ Verso ¤ TISPAN/IMS
© 2008 Verso
NGN arhitektura
Management
Functions
© 2008 Verso
Verso NGN arhitektura
IP Network (MPLS-based)
Data ServicesInternet Access
Data VPNs
Web/Mail Services
Voice ServicesIP Centrex
Class4/5
Voice Mail
Performance Management Fault Management
Network Management
Billing / Rating _ERP, Call Center
CRM, CMDB
Provisioning
OSS/BSS
Network & Services
Video ServicesIPTV
VoD
© 2008 Verso
Sustav za nadzor i upravljanje kvalitetom usluga - OSS
Element Element managementmanagement & & provisioningprovisioningPrikupljanje podataka s uređaja i konfiguracija
Fault managementFault management
& & Root cause Root cause AnalisysAnalisys
ServiceService
Desk,Desk,Trouble Trouble
ticketingticketing……
Upravljanje Upravljanje
resursimaresursima
(CMDB)(CMDB)
PerformancePerformancemmanagementanagement&& reportingreporting
Verso Verso ServiceService QualityQuality Management / Management / ServiceService LevelLevel ManagementManagement
Baza korisnikaBaza korisnika
(CRM)(CRM)
SLASLA
CiscoWorks
© 2008 Verso
NGN komunikacijska infrastruktura by Verso
© 2008 Verso
NGN arhitektura – softswitch Class 4/5
Call Control
Platform
IP
Media Control
PlatformPlatforms
Interactive
applications
Market-specific
packaged
solutionsResidential Services Business Services
VideoServiceBroker
CRBTVoiceMail
Confe-rencing
Video Mail
IVRVideoPortal
Interco.
Platform
PSTN/2G/3G
System
and
Service
Management
© 2008 Verso
TIPSAN/IMS arhitektura i moduli
S-CSCFI-CSCF
P-CSCF
IMS
MRF
ResidentialServices
Business Services
VideoServiceBroker
CRBTVoice/Video
MailConfe-rencing
VoiceVideoPortal
BGCFSGCF
MGCF
PSTN/2G/3G
PTTPTSPTD
Servicecreation
Presence
System
and
Service
Mgt
HSS
…
Application Servers
Cisco temelji za NGN
MPLS ¤ Class 4 (interkonekcija): Cisco PGW 2200 ¤ ITP ¤ Cisco SBC
© 2008 Verso
Cisco MPLS; MetroEthernet
Business
6500/7600 w/ SUP720
10GE - 6704
12KBRAS
Business
7600/SUP72010GE – SIP600
12K
MPLS CORE
Services Headend
• AAA
• CCM
• CNR
BRASBRAS
BRAS
SCE SCE
1800/2800
1800/2800
© 2008 Verso
Interkonekcije s PSTN mrežama – PGW 2200
◊ PSTN Gateway is a peer to the PSTN
X SS7 ISUP, Complementary Circuit Selection, ACC, Regulatory compliance, etc.
◊ PSTN Gateway inter-works ISUP, PRI, H.323 and SIP
X Allows seamless interconnection of all PSTN and VoIP elements.
◊ PSTN Gateway hides the complexity of the PSTN from IP telephony devices
X Allows a multitude of Cisco and Partner application IP telephony devices access to the PSTN and provide value added services
PGW 2200PGW 2200
PSTN Gateway
PSTN
AS5X00/UPAS5X00/UP
MGX 8800 MGX 8800
Voice GWVoice GW
MGCP, H.248SIPH.323C7/SS7Q.931+/IPPRIIMT
© 2008 Verso
Ključne značajke PSTN GW-a
◊ Signaling Interface
X MTP and User Part support in a flexible and customisable manner
◊ Bearer Interface
X Caters for all bearer types: voice, voice band data (Fax and Modem), ISDN 64k services and DTMF handling
X Has best in class “packetization” features –codecs, jitter, echo control, VAD, IP QoS support
◊ Call Control
X Flexible analysis and advanced routing capabilities – may utilize Softswitch or external Route Servers/Gatekeepers
PGW 2200PGW 2200
PSTN Gateway
PSTN
AS5X00/UPAS5X00/UP
MGX 8800 MGX 8800
Voice GWVoice GW
MGCP, H.248SIPH.323C7/SS7Q.931+/IPPRIIMT
© 2008 Verso
STP - Cisco ITP (IP Transfer Point)
◊ Any to any routing
© 2008 Verso
ITP – SMS offload
© 2008 Verso
Interkonekcije s IP mrežama - SBC
◊ NNI SBC sits between “peer” networks
X “Transit” function
X Security (abstraction & protection)
X Protocol Interworking &normalisation, protocoltranslation and mediatranscoding
X QoS Demarcation & CAC
X Billing
SignalingIWF
CAC and BWManagement
NAT/FW Traversal
SecuritySignaling/DOS
Billing and CDRNormalization
Media IWF(DTMF, Codec)
+
+ +
+SBC=
◊ UNI SBC sits between subscribers and the server infrastructure
X Signalling normalisation & rate limiting
X Security (abstraction & protection)
X NAT traversal
X CAC
© 2008 Verso
Cisco SBC = SBC + routing
SBCAppliance
Service Provider
A
Appliance Solution Cisco Solution
Traffic Flow Traffic Flow
SP B
SP C
Service Provider
A
SP C
CiscoSBCSP B
PeeringRouter
◊ Seamless integration
◊ Array of QoS and security features on ingress/egress interfaces
◊ Integration with other L2/L3 services (eg: MPLS PE + SBC)
© 2008 Verso
IP/IP Gateway i SBC rješenja
AS5000XMAS5000XM
Cisco SBC is a feature application unified inCisco IOS ® and IOS-XR®
Cisco SBC is a feature application unified inCisco SBC is a feature application unified inCisco IOS Cisco IOS ®® and IOSand IOS--XRXR®®
CapacityCapacityCapacity
Pe
rfo
rma
nc
eP
erf
orm
an
ce
Pe
rfo
rma
nc
e
Cisco 2600XM
2691
Cisco Cisco 2600XM 2600XM
26912691
Cisco 2800 ISR
Cisco 2800 Cisco 2800 ISRISR
Cisco 3700
Cisco Cisco 37003700
Cisco 3800 ISR
Cisco 3800 Cisco 3800 ISRISR
Cisco 7200 Cisco 7200 VXRVXR
Cisco 7301 Cisco 7301 Cisco 7301
CiscoXR12000
CiscoCiscoXR12000XR12000
760076007600
SP Suited
Platforms
SRG
ComposedSBC
75
100
500
750
500
800
1000
<20k
20k
Per blade
Per blade
Enterprise Suited
Platforms
© 2008 Verso
Cisco IMS/TISPAN arhitektura
MGX/VxSMAS5x00
Media Gateway
ITPSGF
I-CSCF S-CSCHSS+
Applications
MRB
C7/SS7
IcOtherIMS
ISC
MSAN
Cisco SBCP-CSCF
XR SBCC-BGF
PartnerA-RACF
PartnerSPDF
Cisco SBCI-BGCF
XR SBCI-BGF
PGW2200BGCF
PGW2200MGCF
BRAS
WIMAX/WiFi
PSTN
Re
PSTN
EmulationSubsystem
Ia
Gq’
MwE2
Cx
Mw
Mw
Mg
Mi
Mn
Ie
MediaServer
Mr
Mr
SIP
Gm
Other IPNetwork
Other TDMNetwork
MPLSPlatform
E4
Case Study
Service Provider Hosted Call Center: Telekom Slovenije
© 2008 Verso
Zahtjevi
◊ Telekom Slovenije
X Zamjena vlastitog kontaktnog centra (080, 1180, 116) s IP kontakt centrom
X Disperzija i mobilnost agenata; efikasnija i kvalitetnija razmjena informacija...
X Optimizacija – scheduling & workforce management plus iskustvena edukacija
X Nova usluga i novi revenue, value-added servis – HostedContact Center
X Kvalitetna i pouzdana platforma; neprekidni rad; dugoročno rješenje vezano uz pouzdanog vendora
◊ Korisnici (Enterprise)
X Reduciranje kapitalnih troškova
X Agenti mogu biti locirani bilo gdje (IP ili PSTN veza)
X SP radi održavanje, upgrade, zamjenu opreme, dodavanje novih opcija i aplikacija
X Potpuna odvojenost i kontrola nad postavkama i korisnicima “svog” kontakt centra
© 2008 Verso
Hosted IP Contact Center
MGCP, H.248VXMLINAP CS1/1+/2H.225/245ISUPRTPE1
PGW 2200PGW 2200
Call Manager
PSTN
MGX or MGX or
AS5X00/AS5X00/
UPUP
SCCP
VB53/4XX Gateway withVXML Voice Browser
ISN Application
Server
ISN Application
ServerINAP Transfer
New Call
VoiceTreatment
Connect to Agent
HQ or Branch
◊ Applications/Services
X Service Provider “Hosted” IP Contact Center (IPCC) application
◊ Technologies
X PGW 2200 for PSTN Interconnects (SS7) and INAP interface to ICM for call treatment (redirection)
X IPCC for intelligent call routing to geographically dispersed endpoints
X Call Managers for IP Phone endpoints
© 2008 Verso
Cisco Unified Contact Center Hosted
Home Office
Contact Center
Branch Office
Agentsanywhere
Multi-tenant, Multi-Media Contact
Routing, Universal Queue, Resource
selection,Outbound Dialing
Cisco CVP for Voice
Treatment, Queuing and Self Service
Web services provide customer
control and reporting
Cisco Communications Manager clusters
provide IP telephony
Cisco Web Interaction
Manager provides Web chat, co-
browsing
Cisco E-Mail Interaction
Manager provides Intelligent
automated or agent previewed
responses
© 2008 Verso
Cisco Unified Contact Center Hosted
Shared Cisco Communications Manager
Clusters
NAM
CICM
CICM
NAM / CICM servers hosting multiple
customers
CRM & 3rd party Options
DB
Cisco CTI,Agent Desktop Options,
& IP Phones
Shared Voice Treatment, Queuing and Self Service
Management Portal
Web Admin
© 2008 Verso
Multi-tenant
Customer A
Customer B
Customer C
.
.
.
Customer F
Customer E
Site 1
Site 2
Site 3CICM
CICM
NAM
Customer DCICM
© 2008 Verso
Rezultati
◊ Go-live 2006.
◊ 250 agenata Telekom Slovenije
◊ 150 agenata hosted, preko 15 tvrtki korisnika
◊ Jedinstvena i centralizirana platforma za vlastite potrebe i za hosting vanjskim korisnicima
◊ Optimizirano upravljanje vlastitim resursima i poboljšan nadzor nad sustavom
◊ Nova i napredna usluga za Enterprise korisnike
Hvala na pažnji!
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