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SIP and the Contact Center

SIP and the Contact Center. Ruben Martinez, Eicon Networks. Developing Contact Center Applications. Why telephony hardware? Features need for speech applications Developing methods Hardware integration Proprietary SDK VoIP (SIP) integration. So, why use telephony boards?.

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SIP and the Contact Center

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  1. SIP and the Contact Center Ruben Martinez, Eicon Networks

  2. Developing Contact Center Applications • Why telephony hardware? • Features need for speech applications • Developing methods • Hardware integration • Proprietary SDK • VoIP (SIP) integration

  3. 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.

  4. Nuance NVP MSS 2004 Envox Other Nuance plug-in Intervoice TIM Envox plug-in Other plug-in Application Programming Interfaces (API) Speech Development – Hardware integration • Hardware integration • Direct integration (dll) with manyApplication Generatorsand Development Studios, for example …

  5. Contact Center Development – Proprietary SDK • Proprietary SDK • Software Development Kit (SDK) • Offer powerful sets of application programming interfaces (APIs) • Typically support VoIP 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

  6. Contact Center Development – SIP integration VoIP (SIP) integration • MRCPv2 architecture • MRCP Client • MRCP Server • Media Source / Sink • SIP and RTP as means to integrate telephony boards and media gateways

  7. PC/Server LocalSIPApplication RemoteSIPApplication(s) RTP SIP RTP SIP SIP based interface IP EthernetNIC Telephony Board 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, E1/T1) • Optimized for IVRs and speech applications

  8. SIP based - Architecture IVR/Voice platformor IP Telephonyapplication/Gateway PC withPhoneClient PC withPhoneClient TDM PBX/Switch IP Telephony SIP RTP Analog, ISDN, E1/T1 digital SIP Integration PSTN Trunks,digital/analog Legacy TDM/ISDNTelephony Telephony adapter Embedded“IP-to-PSTN Gateway” IP Phone IP Phone IP Phone Cordless Fax Phone Phone Architecture

  9. 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 sRTP • Call control functions: • Windows Management Instrumentation (WMI), • Microsoft Management Console (MMC), • Performance Counters and System Logging

  10. Thanks See Eicon Networks at booth 318.

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