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Understanding VoIP: Implementation Insights from Legal Aid Organizations

This session explores Voice over Internet Protocol (VoIP) technology and offers practical advice for legal aid organizations on planning, preparation, and implementation. Presenters from Legal Aid Alberta and Legal Services Alabama share their experiences—what worked, what didn’t, and the critical lessons learned. Learn about the various applications of VoIP, the required bandwidth, and how to leverage existing investments in phone systems effectively. Gain insights into successful integration and performance management to enhance client service access in the legal field.

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Understanding VoIP: Implementation Insights from Legal Aid Organizations

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Presentation Transcript

  1. TT103: All About VOIP September 30, 2009

  2. Presenters • Martin OstensenLegal Aid Alberta • William H. Guyton, Jr.Legal Services Alabama • Rachel R. MedinaLSNTAP

  3. Agenda • What is VoIP? • Planning, Preparation and Implementation: Advice from Legal Aid Alberta - A Project-in-Process • Lessons Learned (What NOT To Do): Alabama’s Case Study

  4. What is VOIP?

  5. Voice Over Internet Protocol • Put simply, VoIP is: the ability of sending Voice (Telephone Calls) over the same data network that is used by our computers and the internet • This can mean lots things these days • Cheap Long distance • Smart PBX solutions • Voice communications • Telephony Applications • End Point Connectivity • All of the above

  6. Caller ID Blacklisting Call Waiting Call Transfer Call Conferencing Conference Center/Bridging Do-Not-Disturb Call Forwarding Unconditional Busy No Answer Call Parking Call Detail Reporting Dial by Name Directory Interactive Voice Response Time Condition Call Routing Call Queuing Call Back Hold Music/Recordings (MP3) Application Integration Extended Call Reporting DISA (Direct Inward System Access) Dictation Follow Me Paging/Intercom Ring Groups Graphical Call Manager Day/Night Controls Existing Features

  7. Data Connectivity • School Bus vs Porsche • VoIP requires little bandwidth • VoIP requires very high quality low latency bandwidth • Quality bandwidth can be delivered over various connection types and vendors • DSL • Cable • T1 • Fiber • Deliverable Quality can vary greatly among vendors • Read contracts carefully, ensure specific performance SLA

  8. Voice Applications • Examples of Voice Applications • Voice Mail • Interactive Voice Response • Dictation • What’s possible • Attorney Client Message Pickup • Attorney Client Call Scheduling

  9. Analog Telephone Service Model

  10. Key Based Phone Systems

  11. Digital PBX Phone Switch

  12. VoIP/Digital Phone Switch

  13. Existing Investment? • Already invested in a phone system how will this help?

  14. Planning, preparation and implementation

  15. What is the need? • Due Diligence • Vision, Mission • Business Priorities and Objectives • Success Measures

  16. Business Objectives example

  17. Convergence

  18. OurApproach

  19. OurApproach Overall Performance

  20. Our Approach

  21. Our Approach

  22. Scope • Functional Departments/Programs included in review: • Client Services –Calgary & Edmonton Regional offices • Communications Department • Corporate Services including Taxation, HR, Recoveries • Program Services: • Alberta Law Line (ALL) • Family Law Office (FLO) • Youth Criminal Defense Office (YCDO)

  23. Conclusion – Then Current State • LAA & ALL meet the basic requirement of the strict definition of a call centre, i.e., single point of inbound contact. • Many of the basic contact centre operating principles/disciplines are not in place. • “Having the right skills and resources in the right place, at the right time with quality.” ICMI, Brad Cleveland

  24. Impact of Findings on Priority: Strategy and Overall Operation

  25. Impact of Findings on Priority:

  26. Impact of Findings on Priority

  27. Recommendations • Fully exploit use of telephone through routing & resource strategies • Execute performance management & measurement processes • Improve client service access via multi-channel options

  28. Profile of Best Practice Organizations

  29. Recommended Phased-Approach for Long-Term Client Service Centre

  30. Future State

  31. Performance Management

  32. Recommendations: Business Processes (Contact/Call Handling)

  33. Technology Review Current State

  34. Recommendations

  35. Specific solution - Cisco

  36. Cisco IPCC

  37. Highlights of the IPCC System • Integrated solution IVR, ACD, CTI, Outbound • Multi channel interaction capabilities. • Multi site intelligent routing. • Robust reporting from the system level to the agent level. • Complete scalability to manage growth.

  38. Highlights of the IPCC System • Real time and historical reporting • VoIP ready • Single provider of technology. • Premise based solution.

  39. Lessons Learned: Alabama’s Case Study

  40. Program History

  41. Katrina

  42. 30 days

  43. Flexibility • Given the 30 day time frame to “go live” no major PBX vendor would commit. • Nortel • Avaya • LSA was looking for a system that allowed for flexibility that didn’t cost in the 6 figures and could be working in 30 days. • Software IP PBX was the solution. • But which one? And of what type?

  44. Core Concept • When your phone system is done in software, your voice system becomes an application.

  45. Options

  46. Many options • Freeswitch http://wiki.freeswitch.org/wiki/Main_Page • openPBX http://www.openpbx.org/ • openSER http://www.openser.org/ • Off the shelf options: • Fonality http://www.fonality.com • Hosted: Qwest OneFlex • ISO’s asteriskNOW! Trixbox and others

  47. LSA went with • What is Asterisk? • Wikipedia • Asterisk

  48. What is Asterisk? • Complete IP PBX in software • Multi platform (Linux, BSD, OS X, Solaris) • Open source (GNU General Public License) • Modular, broad hardware and protocol support (H.323, SIP MGCP, SCCP) • Community • Paradigm Shift

  49. Who is digium?

  50. LSA Call Center Design:Disaster Hotline v1.0

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