October 10 13 2006 San Diego Convention Center
October 10 -13, 2006 • San Diego Convention Center, San Diego California SIP and the Contact Center Ruben Martinez, Eicon Networks www. callcenter 20. com
Developing Contact Center Applications • Why telephony hardware? – Features need for speech applications • Developing methods – Hardware integration – Proprietary SDK – Vo. IP (SIP) integration October 10 -13, 2006 • San Diego California
So, why use telephony boards? What does a speech application require telephony for? • For simple things – Call answering, outbound calling etc. – Audio streaming, Play prompt, Record to a file, etc. • For more sophisticated things – Unattended transfer, Supervised transfer, Consultation call, etc. – Caller ID, Call forwarding, 3 -way conference call, etc. • For the smart things – DTMF collection and generation, etc. – Fax tone detection, Answering machine detection, etc. – Echo cancellation, Voice activity detection, Automatic gain control, etc. October 10 -13, 2006 • San Diego California
Speech Development – Hardware integration • Direct integration (dll) with many Application Generators and Development Studios, for example … Nuance NVP MSS 2004 Envox Other Nuance plug-in Intervoice TIM Envox plug-in Other plug-in Application Programming Interfaces (API) October 10 -13, 2006 • San Diego California
Contact Center Development – Proprietary SDK • Software Development Kit (SDK) – Offer powerful sets of application programming interfaces (APIs) – Typically support Vo. IP and traditional telephony through a single API – Provide abstraction layers for all telephony platforms • Dependent on proprietary SDK experience – – Development support can be difficult/unreasonable Development resources must be made available for integration Learning curve? Will my application be valid after several SDK versions? • Windows and Linux support? – Application portability October 10 -13, 2006 • San Diego California
Contact Center Development – SIP integration Vo. IP (SIP) integration • MRCPv 2 architecture – MRCP Client – MRCP Server – Media Source / Sink • SIP and RTP as means to integrate telephony boards and media gateways October 10 -13, 2006 • San Diego California
SIP Integration SIP based integration • SIP based interface – Turns telephony board into a PSTN-to-IP Gateway – Adds SIP and RTP to any telephony adapter (Analog, ISDN, E 1/T 1) – Optimized for IVRs and speech applications PC/Server Local SIP Application RTP SIP based interface Telephony Board Ethernet NIC Remote SIP Application(s) RTP SIP IP October 10 -13, 2006 • San Diego California
Architecture SIP based - Architecture IVR/Voice platform or IP Telephony application/Gateway TDM PBX/ Switch PSTN Trunks, digital/analog Analog, ISDN, E 1/T 1 digital PC with Phone Client SIP RTP SIP Integration IP Telephony adapter Legacy TDM/ISDN Telephony Embedded “IP-to-PSTN Gateway” IP Phone Cordless Phone PC with Phone Client Phone Fax IP Phone October 10 -13, 2006 • San Diego California
Embedded IP to PSTN Gateway • IP to PSTN Gateway features – – – – – SIP (RFC 3261) over UDP or TCP RTP/RTCP over UDP, G. 711 codec, a-law and u-law Echo cancellation (EC) with up to 128 ms tail length DTMF collection/generation according to RFC 2833 Fax: detection and processing up to 33. 6 kbps conversion into T. 38 Security: IPsec (via OS), SIP/TLS and s. RTP Call control functions: Windows Management Instrumentation (WMI), Microsoft Management Console (MMC), Performance Counters and System Logging October 10 -13, 2006 • San Diego California
October 10 -13, 2006 • San Diego Convention Center, San Diego California Thanks See Eicon Networks at booth 318. www. callcenter 20. com
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