Internet CTI CTI Evolution Voice over Packet Network

Internet CTI • CTI Evolution • Voice over Packet Network – H. 323 Protocol • Case Study – Vo. IP : Excel Strategy HSN’ 99 by wskim CTI LEADER

CTI Evolution CTI Is Ready For Prime Time Deployment TSAPI, TAPI Call. Path Server CTI Servers Rockwell Transaction Link 1982 HSN’ 99 by wskim IVR 1986 IBM Call. Path DEC CIT HP ACT 1990 ECTF S. x 00 ECMA CSTA Vo. IP H. 323 1994 CTI LEADER

CTI in the 90’s. . . Factors Favoring CTI Technology n IEC Services n CPE Features n Life Cycle n Price Pressures HSN’ 99 by wskim Business n Competition n Customer Care n Consolidation n Reengineering CTI LEADER

Generic CTI Capabilities • “Screen Pop” l l ANI DNIS IVRU Inbound/Outbound • Skills Based Routing • Voice and Data Transfer l l Person-to-Person IVRU-to-Person Increased Productivity Improved Customer Service • Information l l Who Called What Happened HSN’ 99 by wskim CTI LEADER

CSR Contact Management SW Business Application RDBMS CTI Application ACD HSN’ 99 by wskim CTI APIs Legacy System Connectivity Management (TP Monitor) Call Center Server Components Legacy Systems CTI LEADER

CTI Evolution Written Procedures Electronic Mail Groupware & Workflow Computing Vendor- Open MM Specific CTI Inte. CTI Standards gration Internets Intranets Real-time Value Creation 7 Business Processes & Organization Online EDI Order Forms Web-enabled Call Centers Users, Clients & Suppliers Telecommunications Voice Mail ACD/IVR Call Centers Phone HSN’ 99 by wskim Source: Gartner Group CTI LEADER

Customer Contact System Network Call Center N Call Center 2 Information Technologies Call& Voice Processing Fax/EDI/Image Dialer IVR Public Telephone Network Callers Internet Legacy Systems MIS ACD FMS TCP/IP Information Tools Open Apps. CTI Server CMS Network Based Enhanced Features Desktop HSN’ 99 by wskim CTI LEADER

CTI Functionality Mapping Difficult Easy Financial Value $ High l l Screen Pop l Database Routing l $ Low l Skills Routing Softphone l Measurements Blending Implementation Difficulty HSN’ 99 by wskim CTI LEADER

CTI Technology Support Representatives to Provide Integrated “One and Done” Service New System Old System Accounts Empowered Customer Service Agent Contact Customer “Not my problem. ” Information Needs Customer “Yes, I can do it. ” Quotes Marketing Works Appoints Contact Management Debt Recovery Billing • Separate information systems by functionality. • Seamless interface between information systems. • Specialized agents by function. • All agents able to access all information. • Systems often require expert knowledge. • Complex decision-making hierarchy. • Service not linked from call to call. HSN’ 99 by wskim • Systems designed for ease of call center use. • Agents enabled to make on-the-spot decisions. • Effective “corporate memory. ” CTI LEADER

CTI Applications HSN’ 99 by wskim CTI LEADER

Technology Tree HSN’ 99 by wskim CTI LEADER

“the killer app of the Internet” 1993: “the network is the computer” 1993 response: “Huh? ” 1996: “the network is the computer” 1996 response: “Obviously. . . ” 1996: “. . . customer interaction will be the killer app of the Internet. . . ” -- Dr. Eric Schmidt, Chief Technology Officer, Sun Microsystems 1996 response: “Hmm… ” 1999 response: “ ” HSN’ 99 by wskim 13 CTI LEADER

Three Stages of Customer Interaction Channel Integration Established Channels will be increasingly augmented by Internet and Web-related technologies. Each of the technologies outlined below are available today. Several still require improvements in scalability, security, or robustness; but, none are fantasy. . . HSN’ 99 by wskim 14 CTI LEADER

Voice over Packet Network • Architecture – Delivering QOS – Voice over WAN – Voice QOS point of measure – Voice over Broadband- Vision • H. 323 Protocol HSN’ 99 by wskim CTI LEADER

Delivering QOS HSN’ 99 by wskim CTI LEADER

Voice over WAN HSN’ 99 by wskim CTI LEADER

HSN’ 99 by wskim CTI LEADER

HSN’ 99 by wskim CTI LEADER

Vo. FR, Vo. ATM, Vo. IP Opportunity Unacceptable Utility Quality Business Quality Toll Quality Cellular Cost ($) Internet PSTN Voice Vo ATM (8 Kbps) (PCM/AAL 1) Intranet Vo FR Vo IP HSN’ 99 by wskim Quality CTI LEADER

H. 323 Protocol • Components – Terminal – Gatekeeper, Gateway • Protocol Flows – Call Establishment – Control Signaling Flows – Media Stream and Media Control Flows – Call Release HSN’ 99 by wskim CTI LEADER

H. 323 Protocol H. 323 IP-based visual telephone systems & terminal equipment—covers video conferencing audio, video, graphics, encryption, multipoint Compression algorithms from 64 Kb/s to 2. 048 Mb/s CIF/QCIF H. 323 Compression algorithms twice as efficient as H. 261 H. 263 H. 245 control and indication for frame sync Audio standards G. 728 G. 711 3 k. Hz audio into 56/64 Kb/s streams G. 722 7 k. Hz wideband 48/56/64 Kb/s stream hi-fidelity audio G. 722 G. 711 G. 723 6. 3 Kb/s stream G. 729 8. 0 Kb/s stream HSN’ 99 by wskim G. 729 H. 245 H. 225 frame structure T. 120 Point-to-point and multipoint data conferences (not truly part of the H. 32 X standard) High H. 323 Res JPEG graphics JPEG still video standards Custom or non-standard graphics not prohibited by H. 320—systems must be the same H. 245 establishing communications Multipoint control units control CTI LEADER

Terminal HSN’ 99 by wskim CTI LEADER

Gatekeeper HSN’ 99 by wskim CTI LEADER

Gateway HSN’ 99 by wskim CTI LEADER

Call Establishment Flows HSN’ 99 by wskim CTI LEADER

Control Signaling Flows HSN’ 99 by wskim CTI LEADER

Media Stream and Media Control Flows HSN’ 99 by wskim CTI LEADER

Call Release HSN’ 99 by wskim CTI LEADER

PSTN to IP to PSTN call Flow HSN’ 99 by wskim CTI LEADER

H. 323 Terminal to PSTN call Flow HSN’ 99 by wskim CTI LEADER

PSTN to H. 323 Terminal call Flow HSN’ 99 by wskim CTI LEADER

Case Study • Programmable Switch • Voice Over IP: Excel Product Strategy HSN’ 99 by wskim 34 CTI LEADER

Computer Technology Special Purpose Computing Large, Commercial Applications Open Systems Open, Scalable, Distributed Systems 1950. . . 1960. . . . . 1970. . . . 1980. . . . Switch Technology Special Purpose Switching Large Switching Applications Programmable Open Switches Open, Scalable, Distributed Systems 1960. . . . 1970. . . . 1980. . . . 1990. . . . HSN’ 99 by wskim 35 CTI LEADER

Vo. IP Applications • • • International Long Distance Vo. IP-enabled ESPs Unified Messaging Fax over IP Virtual 2 nd line HSN’ 99 by wskim 37 CTI LEADER

Excel Vo. IP Product Strategy • Vo. IP as a Plug-in Technology • Transparent to Excel API • Open Architecture to allow Integration of Multiple Vo. IP Technologies • H. 323 Industry Standard Product to work with other Gateways as well as End-user PCs • Evolution to Converged Voice/Data Backbone for EXS Architecture HSN’ 99 by wskim CTI LEADER

Vo. IP Product Directions • Vo. IP via EXNET Connect – Fastest Time to Market – Integrate 3 rd Party Vo. IP Solutions Vocal. Tec , Audio. Codes, NMS Fusion, Dialogic – Integrate as Network Interface Layer-3 to EXS Call Control Transparency to Applications • Vo. IP EXS Chassis Solution – – Higher Density, Lower Cost per Port Excel Redundancy Solutions Higher Level of Integration, Voice/Data Backbone Same API HSN’ 99 by wskim CTI LEADER

Vo. IP with EXNET Connect Host PSTN ISA Bus Pentium CPU Media Rsrce. Telephony - Std. Bus EXNET Media Chassis Connect IP Network EXNET Vo. IP Media Resources 16 K Port VOIP Gateway HSN’ 99 by wskim CTI LEADER

EXNET Connect Vo. IP Benefits • Carrier Class Product – Capacity - 30 k ports in EXS today: 15 k network ports + 15 k Vo. IP ports in a single system. – Complete System Redundancy available – Hot Swap capability on Gateways • Easy Integration into Existing Systems – Application processes Vo. IP Calls using existing Excel API – Adding Vo. IP Gateway analogous to adding new type of line interface like ISDN PRI or SS 7 • Fastest Time to Market HSN’ 99 by wskim CTI LEADER

Integrated Vo. IP - VDAC EX/CPU I/O EX/CPU T 1/E 1/J 1 I/O P a c k e t Ethernet I/O B u s T 1/E 1/J 1 Line Cards L N X B U S SS 7 Card VDAC DSP-ONE POWER HSN’ 99 by wskim • Complete H. 323 Gateway on a Card – H. 323 Stack Processing • • H. 245/H. 225 PPL Call Control Packetization Echo Cancel, Jitter Buffer Multiple Voice Codecs (G. 729 A, G. 723) – Voice Activity Detector – DTMF Detect/Generation • 32 54 x-based DSPs • 128 Vo. IP ports per card Embedded Host CTI LEADER

VDAC Solution Benefits • Reduced System Cost and Footprint • Improved Reliability – Card Level Hot Swap & Full EXS Chassis Redundancy Options • Scalability - Scales to Maximum Size of EXS • Same API for Applications as EXNET Connect Vo. IP • Open DSP Environment Allows Integration of Multiple Vo. IP or SIP Stacks – Early adopter of new technologies, higher density technologies – Interoperate between different Vo. IP vendors, standards • Integrated Management with EXS Manage • Core Technology for IP-based EXNET HSN’ 99 by wskim CTI LEADER

IP Based EXNET Architecture Media Processing PSTN EXNET IP Backbone Media Processing HSN’ 99 by wskim CTI LEADER

VOIP EXNET backbone EX/CPU I/O EX/CPU DSP Voice Bus EXNET Connect PCI Bus Host H. 323 Gateway EX/CPU I/O Pentium CPU EXNET I/O T 1/E 1/J 1 I/O L N X B U S T 1/E 1 Standby POWER NIC Gate. Keeper Packet Network HSN’ 99 by wskim EXNET Controller T 1/E 1/J 1 Line Cards SS 7 Controller Redundant T 1/E 1/J 1 EXS Node Circuit Switched Network CTI LEADER

Ethernet backbone Call Control Host Gate. Keeper, MCU DSP Pentium CPU Voice Bus PCI Bus IP EXNET Connect Ethernet Backbone Media Proc. Node EX/CPU I/O EX/CPU IP EXNET I/O L N X T 1/E 1/J 1 I/O T 1/E 1 Standby POWER B U S IP EXNET Controller T 1/E 1/J 1 Line Cards SS 7 Controller Redundant T 1/E 1/J 1 EXS Node Packet Network HSN’ 99 by wskim Circuit Switched Network CTI LEADER

Distributed/IP Interconnection Application Services IP Integrated IN Applications Subscriber Database IP IP CDR Services IP NIU Element Managemen t IP External IN Applications Switching Services Vo. IP Gateway Media Application Switching Node IP Layer 5 - EXS Support Services Layer 4 IP EXS Call Control Media Processing IP Layers 1, 2, 3 - Transport Protocol IP Layer 5 IP Network HSN’ 99 by wskim 47 Telephony Terminal Devices PSTN CTI LEADER

감사합니다. HSN’ 99 by wskim 48 CTI LEADER