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2 Best of Breed Telephony Solutions- Open Source and Proprietary Presented by: David Mandelstam, CEO/President, Sangoma Technologies.

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Presentation on theme: "2 Best of Breed Telephony Solutions- Open Source and Proprietary Presented by: David Mandelstam, CEO/President, Sangoma Technologies."— Presentation transcript:

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2 2 Best of Breed Telephony Solutions- Open Source and Proprietary Presented by: David Mandelstam, CEO/President, Sangoma Technologies

3 3 Sangoma AFT Family of Cards Base 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

4 4 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

5 5 Open Source and Commercial code Here is a controversial statement: There is no intrinsic difference between open and closed source code

6 6 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

7 7 100 seat Call center costs per seat Asterisk-based system Server: $40.00 T1 card: $30.00 Phone: $ Total: < $400.00Total: >$

8 8 April 17, Call Center Apps PSTN Agent Position SIP RTP Call Center Applications: IVR, ACD Asterisk and Zaptel Dual E1 Sangoma A104 Quad E1 Card Example:Asterisk-based Contact Center in Pakistan

9 9 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, , etc.) –Not just telemarketing –Requires Call Progress Analysis

10 10 Replace zaptel with Software Suite April 17, IP-PBX, IVR, Dialer, Contact Center Scripting IP I/F TDM I/F (Sangoma) Application Connectivity (IP) Session Control and Mediation Media Processing Services OAM T1, E1, PRI, CAS, etc. SIP Firewall, SIP Trunks, other IP End-points. Facilitate the interconnection of SIP Applications with various networks

11 11 April 17, Call Center Apps PSTN Agent Position SIP RTP Call Center Applications: IVR, ACD Sangoma A104 Quad E1 Card Dual E1 Asterisk Contact Center with zaptel/NBE replacement Quad E1

12 12 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

13 13 April 17, Call Center Apps PSTN Agent Position SIP RTP Call Center Applications: IVR, ACD, Proactive dialing Sangoma A104 Quad E1 Card Dual E1 Asterisk Outbound Contact Center Quad E1 CPA 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’

14 14 April 17, PSTN Agent Position SIP RTP 8 x E1 Distributed functions CPA Asterisk Dailer application: VICIdial SIP RTP

15 15 Typical Remote Agent Architecture April 17, Asterisk Call Center Applications VoIP Gateway SIP RTP Local Agent 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

16 16 Agent Bridge April 17, Asterisk Call Center Applications SIP RTP Local Agent 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

17 17 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

18 18 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

19 19 Thank you for attending this presentation! Questions?


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