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nem.con Grandeur Pvt Ltd.

Communication solution – CASE STUDY 1. nem.con Grandeur Pvt Ltd. INDEX. CASE STUDY 1. Existing Communication Architecture . Office by Office Description . Challenges in Existing Architecture. NEW Architecture. New Call Flow and Features – Internal communication.

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nem.con Grandeur Pvt Ltd.

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  1. Communication solution – CASE STUDY 1 nem.con Grandeur Pvt Ltd.

  2. INDEX CASE STUDY 1 • Existing Communication Architecture • Office by Office Description • Challenges in Existing Architecture • NEW Architecture • New Call Flow and Features – Internal communication • New Call Flow and Features – Outbound – External Communication • New Call Flow and Features – Inbound – External Communication • Key Highlights

  3. EXISTING COMMUNICATION ARCHITECTURE CASE STUDY 1 NEVADA – LARGEST WAREHOUSE CHICAGO –WAREHOUSE 1 PRI LINE MICROSOFT COMMUNICATION SERVER VoIP DID 1 PRI LINE MICROSOFT COMMUNICATION SERVER DID IBW CALIFORNIA - HEADQUARTERS NEW YORK – WAREHOUSE EPABX 1 PRI LINE DID EPABX 1 PRI LINE DID ATLANTA – WAREHOUSE EPABX 1 PRI LINE DID

  4. EXISTING COMMUNICATION ARCHITECTURE CASE STUDY 1 NEVADA – LARGEST WAREHOUSE 1 PRI LINE MICROSOFT COMMUNICATION SERVER VoIP DID IBW • Client had installed Microsoft communication exchange server. • local calling was done through pri line while calling outside of the state was done through VoIP • Intra office calling using VoIP. • Inbound traffic through DID which served as helpline for sales / CS

  5. EXISTING COMMUNICATION ARCHITECTURE CASE STUDY 1 IBW • Client had an EPABX here • All calling through PRI • Intra office calling using PRI • Inbound traffic through DID serving as helpline for Sales / CS CALIFORNIA - HEADQUARTERS EPABX 1 PRI LINE DID

  6. EXISTING COMMUNICATION ARCHITECTURE CASE STUDY 1 IBW • Client had an EPABX here • All calling through PRI • Intra office calling using PRI • Inbound traffic through DID serving as helpline for Sales / CS ATLANTA – WAREHOUSE EPABX 1 PRI LINE DID

  7. EXISTING COMMUNICATION ARCHITECTURE CASE STUDY 1 IBW • Client had an EPABX here • All calling through PRI • Intra office calling using PRI • Inbound traffic through DID which served as helpline for sales / CS NEW YORK – WAREHOUSE EPABX 1 PRI LINE DID

  8. EXISTING COMMUNICATION ARCHITECTURE CASE STUDY 1 CHICAGO –WAREHOUSE EPABX 1 PRI LINE DID • Client had an EPABX here • All calling through PRI • Intra office calling using PRI • Inbound traffic through DID serving as helpline for sales / CS IBW

  9. CHALLENGES IN EXISTING ARCHITECTURE CASE STUDY 1 USER FRIENDLINESS COST • Inter office communication happened through PRI or VoIP and hence was chargeable. • Microsoft Communication Server – expensive technology. • Didn’t want any spends on hardware • Communication platforms used were not prioritised in terms of cost. • No Live monitoring across offices. • No recording of conversations. • IT admin has no collated view of the entire telecom spends. • No single client for voice / chat / video except for the Nevada Office. • Inbound caller had to rely on the operator for reaching the correct extension. TECHNICAL ARCHITECTURE • Integration of Microsoft communication server with Asterisk server and SIP client without an API and yet within legal purview. • IT admin will set all rules dynamically in Microsoft communication server but should be applicable to the asterisk server as well. • Different communication hardware in each of the offices making it difficult to unify them. • No organized call flow despite inbound calls for various departments.

  10. NEW ARCHITECTURE CASE STUDY 1 NEVADA – LARGEST WAREHOUSE CHICAGO –WAREHOUSE 1 PRI LINE MICROSOFT COMMUNICATION SERVER ASTERISK SERVER ON VMWARE VoIP DID – all Geographies REMOTE CONNECTIVITY TO ASTERISK SERVER VoIP IBW CALIFORNIA - HEADQUARTERS NEW YORK – WAREHOUSE REMOTE CONNECTIVITY TO ASTERISK SERVER VoIP REMOTE CONNECTIVITY TO ASTERISK SERVER VoIP ATLANTA – WAREHOUSE REMOTE CONNECTIVITY TO ASTERISK SERVER LOCAL ASTERISK SERVER on PC PRI

  11. NEW CALL FLOW - INTERNAL CASE STUDY 1 CHICAGO NEVADA LYNC CLIENT SIP CLIENT – I BEAM MS COMM. SERVER VoIP PRI SIP CLIENT – I BEAM IBW HUB ASTERISK SERVER NEW YORK CALIFORNIA ATLANTA SIP CLIENT – I BEAM VoIP PRI SIP CLIENT – I BEAM LOCAL ASTERISK SERVER SIP CLIENT – I BEAM SIP CLIENT – I BEAM SIP CLIENT – I BEAM SIP CLIENT – I BEAM

  12. INTERNAL CALLING DESCRIPTION CASE STUDY 1 • Within Nevada office, employees can chat, video call, call each other through LYNC client on dialling desired extension. • CALL FLOW: LYNC – MS Comm Server – HUB Asterisk Server – MS COMM Server - LYNC • Within the organization out side of Nevada office employees can call other employees on desired extensions. • CALL FLOW: LYNC – MS Comm Server – HUB Asterisk Server – SIP CLIENT NEVADA • In the Atlanta office, there was a connectivity issue with bandwidth at times, hence a local Asterisk Server was installed there. Internal calling of employees within office happened on dialling desired extension numer. • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – SIP CLIENT • Internal calling to Nevada office employees on dialling desired extension • CALL FLOW: SIP CLIENT – LOCAL Asterisk server – HUB Asterisk Server – MS Comm. Server – LYNC. • In case the bandwidth is down then dial the desired number through VoIP. • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – PRI – END USER ATLANTA • Internal calling within same location or other locations except Nevada office. • CALL FLOW: SIP CLIENT – HUB Asterisk server – SIP CLIENT • Internal Calling to Nevada office. • CALL FLOW: SIP CLIENT – HUB Asterisk server – MS Comm. Server - LYNC OTHER OFFICES

  13. NEW CALL FLOW – OUTBOUND – NON OFFICE CASE STUDY 1 NEVADA LYNC CLIENT MS COMM. SERVER VoIP PRI IBW HUB ASTERISK SERVER CALIFORNIA ATLANTA VoIP PRI SIP CLIENT – I BEAM LOCAL ASTERISK SERVER SIP CLIENT – I BEAM SIP CLIENT – I BEAM SIP CLIENT – I BEAM

  14. OUTBOUND DESCRIPTION CASE STUDY 1 • Nevada office employees can out call any number. • CALL FLOW: LYNC – MS Comm Server – HUB Asterisk Server – VoIP/PRI – DESTINATION • Other than Atlanta / Nevada office calling outside of office network happens as under • CALL FLOW: LYNC – SIP CLIENT – HUB Asterisk Server – VoIP/PRI – DESTINATION • Atlanta office calling outside of the organization network • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – HUB Asterisk Server – VoIP/PRI – DESTINATION • Atlanta office calling outside of organization when connectivity is down • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – PRI - DESTINATION CALL FLOW FEATURES • Outcalling will happen as per the dynamic low cost routing logic set by the admin in Microsoft Comm. Server – Asterisk server will understand the rules set in MS Comm. Server and set the routing accordingly. • Call recording – chronicling with proper nomenclature from the recording library. • Call Retrieval – Through an advanced search box • Automatic switchover from VoIP to PRI in case VPN over IBW is down.

  15. NEW CALL FLOW – INBOUND - NON OFFICE CASE STUDY 1 NEVADA LYNC CLIENT MS COMM. SERVER DID IBW HUB ASTERISK SERVER CALIFORNIA ATLANTA PRI SIP CLIENT – I BEAM LOCAL ASTERISK SERVER SIP CLIENT – I BEAM SIP CLIENT – I BEAM SIP CLIENT – I BEAM

  16. INBOUND DESCRIPTION CASE STUDY 1 • All incoming calls land on DIDs that the organization had taken, which were different for different regions. • For nevada office, inbound calls landed as per this logic • CALL FLOW: ORIGIN – HUB Asterisk Server – MS Comm. Server - LYNC • For Atlanta Office the incoming calls were routed as under: • CALL FLOW: ORIGIN – HUB Asterisk Server – LOCAL Asterisk Server – SIP CLIENT • For other offices the incoming calls were routed as under: • CALL FLOW: ORIGIN – HUB Asterisk Server – SIP CLIENT CALL FLOW FEATURES • Inbound calls from various destinations would land up on the HUB Asterisk server where an IVR Was configured giving 3 options to the callers: • If for Sales press 1 and the call would land up at sales workstations of the respective offices. • If for service press 2 and the call would land up at service work stations of the respective offices. • If they knew the desired extension number, they can straightaway dial that too. • In case the call doesn’t get picked up then it gets routed to a mobile number which was manned 24/7. In case the mobile number is busy then the caller leaves a voice mail which gets emailed to the extension number the caller was trying to reach. • In case of a caller calling to Sales or service set up, and not able to get through, voice mail was emailed to the supervisor who can further take care of it. • Call recording and chronicling them.

  17. KEY HIGHLIGHTS CASE STUDY 1 Negotiation with the MC Comm Server Protocol without an API and without any illegal access of the DB. Setting up a multi office communication architecture with minimal expense. Creating a low cost routing logic for outbound calls, basis the cheapest VoIP rates for the destination location – which was dynamic and can be altered by the Admin. Ensuring that inbound calls get routed to the sales / service of the respective office basis the location of the originator

  18. CASE STUDY 1

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