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Web-based Enterprise Telephony Application Development

Web-based Enterprise Telephony Application Development. Johnny Wong Principal Member of Technical Staff Oracle Corporation. Enterprise Applications. Enterprise Telephony Apps Phone-accessed applications Access enterprise back-ends Have call control capabilities (make a call, auto-answer)

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Web-based Enterprise Telephony Application Development

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  1. Web-based Enterprise Telephony Application Development Johnny Wong Principal Member of Technical Staff Oracle Corporation

  2. Enterprise Applications • Enterprise Telephony Apps • Phone-accessed applications • Access enterprise back-ends • Have call control capabilities (make a call, auto-answer) • Sample Apps • Call Centers / Customer Support • IVRs: Corporate Directory • Unified Messaging • Conferencing • Next-Gen Telephony Apps • Click to Dial • Notification Services • Personal Assistant • Demo: Click-To-Dial Johnny Wong – Oracle Corporation

  3. Development Tools • Elements of Development & Standard Technologies • Voice: • VXML, SALT, X+V, X+X • Call Control: • JTAPI, TAPI, JAIN SLEE, SIP, Parlay, Parlay X • Media Resources: • Media Servers • Visual Integration: • Web UI, Windows UI Johnny Wong – Oracle Corporation

  4. Potential Issues • Voice: VXML • Good approach (standards-based) but, • Various interpretations of spec / No total support  Interoperability Hassle & potential Vendor Lock-in • Call Control: • JTAPI, TAPI, SLEE, SIP, Parlay, Parlay X • CTI integration – Standalone Server • Infrastructure Assumptions • Underlying network: SIP network • Extra Framework: Parlay Gateways Johnny Wong – Oracle Corporation

  5. New Architecture • Web-based Open-Standards Approach • X+X (XHTML / Xforms): Audio UI • Handle VXML translation • Web Service-based Call Control APIs • Handle 3pcc, routing and management • Agnostic to underlying protocol • Media Server • Mixing of Audio • VXML resources: TTS / ASR • Visual UI • Web UI (integration with other modalities) Applications (Call Center, Vmail, PBX apps, iMeeting, IVR, Voice Apps) (X+X / JSP / WS) Telephony Resources (PBX, PSTN, VoIP phones) VXML browser Telephony MCS App Server Telephony Backend Media Server Drivers Drivers Other Resources Ie. Email Store Johnny Wong – Oracle Corporation

  6. A Case Study • Oracle’s Application Server & Conferencing System • App Server with Telephony Support • XHTML / Xforms, Web Services, Database • First version: SIP support • Conferencing Application • 40K employees across the world • Reuse company’s IT infrastructure: • SIP gateways, PBX systems, VXML platforms, IP Phones • Solution Implemented within 3 months with 2 engineers • Brazilian Pilot set to start in January Johnny Wong – Oracle Corporation

  7. XHTML WS VXML Conferencing App Flow • Conference Bridge – Event Flow Conference App (JSPs) PSTN Gateway Telephony Driver 10g Platform PSTN phone VXML browser Media Server Telephony Signalling Voice Stream Application Communication • Demo: App Initiated Conference Johnny Wong – Oracle Corporation

  8. Agent Client Software Call Routing Middleware Abstractor Interaction Center Apps Intel’s CT Connect CISCO ICM Genesys Aspect IVRs (Avaya, etc) PBX PBX phones Voicemail & Fax App (Java classes / C functions) CT Media Server Email Store S.100 (C code) JTAPI (Java) SIP - PBX GW SIP Proxy Server Dialogic Cards iMeeting Conference Recording SIP phones Oracle 9iASW Voice & Wireless Applications VXML browser Value Proposal of ArchitectureEnterprise View Go From All This: To This: Applications (Call Center, iMeeting, Vmail, PBX apps, IVR, Voice Apps) (X+X / JSP / WS) PSTN Telephony MCS SIP Gateway - SIP Proxy Oracle10g AS SIP Server Backend VXML browser PBX Drivers Drivers Other Resources Ie. Email Store SIP phones

  9. High-Level Benefits • Ease of Development • Existing technologies • XHTML, JSPs, Web Services, Web Model • Large Development Community • Interoperability & Open Standards • VXML gateways and underlying networks • Applications use same infrastructure • Reusability (Cost Savings) • Reuse same hardware / software platforms for development and deployment Johnny Wong – Oracle Corporation

  10. Conclusions • Telephony Development • Integrated with Web Development • Promotes Data & Channel Convergence • Knowledge Reuse, Open-Standards, Interoperability, Infrastructure Reuse • XHTML/Xforms or VXML • Web Services Johnny Wong – Oracle Corporation

  11. Thanks! Questions? Johnny Wong Johnny.x.wong@oracle.com Principal Member of Technical Staff Wireless, Voice & Telephony Oracle Corporation

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