Voice Over IP – Technology for Community Organisations
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Voice Over IP – Technology for Community Organisations Presentation Transcript

  • 1. Voice Over IP – Technology for Community Organisations
  • 2. Introduction Stephen Gleeson Technology Manager Community Infromation Strategies Australia (CISA) Inc. • VoIP – what is it? • Why is VoIP of interest? • How can my organisation use this technology? • What equipment do I need? • Gotcha's • Where to now?
  • 3. What is Voice over IP (VoIP) ● Simply Voice carried over IP networks ● This could include – streaming radio ● But is more commonly considered as an alternative method to carry telephone calls ● Todays landscape: ● Many different standards (H323, SIP, G729, G711, RTP, GSM, G726) ● Proprietry Solutions / Open Standards
  • 4. Yes but why is it different? ● Packet Based ● Speech is encoded into a digitised form ● Typically compressed ● Broken into small pieces and then sent to destination ● Re-assembled ● CODEC – Coder / Decoder ● Is this new? ● Not really – large companies and carriers have used similar techniques for many years to reduce cost of phone calls between sites ● What is different is: ● Transmission via IP network
  • 5. Why is VoIP of Interest? Present High value Productivity enhancing converged apps: VM/ UM, conferencing Customer empowerment: Web- based call management interface Savings from converged infrastructure: networks, wiring, end-user devices, staff Efficient bandwidth utilization on IP networks Savings on long-distance calling: international toll mid-1990s bypass and transparent intra-office on-net traffic Low value Pyramid of VoIP Benefits Based on Chronology of Source: Acceptance and Value Frost & Sullivan
  • 6. VoIP Study for Small NFP Telstra Engin BusinessLine Complete/Fax + Monthly 29.95 rentals no Plan BusinessLine Plus/fax any contract, With $25 worth of mobile options free mobile calls Total Bill (for September) $580.62 $120.65 Rental Charges $391.08 $89.95 Local Charges $57.62 $8.70 STD Charges $29.22 $6.70 Mobile Charges $64.78 $65.40 - $50 = $15.40
  • 7. How Can my organisation use VoIP Try It ● Download a Softphone (sipX, X-lite from Xten) ● Purchase a headset ● Connect to a VoIP service provider (engin, freshtel, many others) ● Use a credit card and make some calls ● Purchase an IP Phone ● Implement a VoIP PBX ● Asterisk, sipX – both open source solutions
  • 8. How Can my organisation use VoIP ● Connect to a VoIP provider to make outgoing calls ● Reduce Cost but not operationally friendly ● Replace your existing telephone system with a VoIP PBX ● Voice Mail – to your email ● Conference rooms ● IVR system ● ACD – Automatic Call Distribution ● Connect from anywhere – Home, Hotel, Cafe
  • 9. Network Diagram IP PBX PSTN V Internet Via ATA
  • 10. What equipment do you need? ● Phone ● Softphone and Headset ● USB Phone (I wouldn't) ● Ethernet Phone ● PBX ● Call management ● Commercial – Cisco, Nortel and many others ● OpenSource – Asterisk, sipX ● Hardware to connect to PSTN ● For Asterisk – Quality low end Server, UPS, and Network interface cards (Digium) ● Firewall
  • 11. Use for Outgoing Calls Existing PBX PSTN • Use free softphone (X-lite, sipX) with a V headset • Start an VoIP account Internet • Check your Firewall
  • 12. Replace current system VoIP PBX PSTN • Implement VoIP PBX – OpenSource options available V • Start an VoIP account • Check your Firewall Internet
  • 13. Network With Others • Reduce Cost • Collaborate • Presence aware • What about Video PSTN VoIP PBX VoIP PBX V Internet
  • 14. Work From Home Call 123 IP PBX Receive Call for PSTN 123 Redirect V 123 Internet Receive Call for 123 Via ATA
  • 15. Gotcha's ● Quality ● Packetised Voice will vary in quality (latency) ● ISP's do not support Quality of Services (QOS) ● Emergency Service (000) ● TTY ● Standards – which one to use ● Security ● SIP requires controlled exposure to your network ● Can your account be accessed? ● Is someone listening?
  • 16. Where to Now / Future? ● Its not a replacement for traditional Phone ● Emergency call ● It is more ● Integrate service with your website ● Not just voice – exchange of data ● Login to network where ever you are – presence awareness ● Integrate with your applications – CRM / Call Centre ● Standards are evolving ● Carrier and Vendor support increasing
  • 17. Questions Stephen Gleeson Technology Manager Community Infromation Strategies Australia (CISA) Inc. email: sg@cisa.asn.au Skype: gleesos Phone: +61 8 8212 8555
  • 18. Asterisk Functionality In additional to the tasks of a PBX system, Asterisk can also provide value added telephony services. # Voice Mail Asterisk has a built in Voice Mail system called Comedian Mail which allows users to have multiple voice mail boxes, or folders to sort messages into, provides the ability to fast forward and rewind within a message, call the person who left the message back without having to dial the number, and e-mail attach new voice mail messages in Wave, MP3, or GSM format.
  • 19. Asterisk Functionality Conference rooms Even high end PBX system seldom offer conference room functionality as part of a base system configuration. Asterisk has native functionality to provide robust conference room capabilities. IVR Menus Asterisk's ability to decode DTMF signals for call routing can also be used interactively to provide menu options to callers. The IVR configuration is controlled through Asterisk's flexible dialplan rules contained in the extensions.conf and extensions.ael files. Dialplan rules can be used to quickly create menus like "Press 1 for sales, 2 for support", etc or for intelligent PSTN call routing (utilizing multiple PSTN providers based on who offers the cheapest rate for the call being placed)
  • 20. Asterisk Functionality # ACD An Automatic Call Distributor can be used in call centers to perform load balancing of incoming calls to agents answering telephone sets. Asterisk's ACD functionality can also provide users on hold with music and updates as to their hold status such as anticipated wait time and number of people ahead of them in the queue. # Multipath call answer race monitoring Asterisk can ring two or more PBX extensions or PSTN connected telephone numbers at once disconnecting the other call attempts when one line answers. As a useful example, the dialplan can be configured to try and reach a home telephone and a cell phone at the same time instead of making the caller wait for a traditional service like call forwarding to kick in before ultimately reaching the intended party via cell phone
  • 21. Asterisk Functionality Caller ID, Call Waiting w/Caller ID, Three-Way Calling Asterisk can offer many common enhanced POTS services (sometimes called PANS or pretty advanced network services) to the extensions connected to it. Depending on the connection to the PSTN & manufacturer of the ATA providing FXS interface to an analog telephone, or native VoIP phone being used some services may not be available. Some ATAs will allow Asterisk to set the ring cadence which can allow the called party to hear different rings for different calling parties. Some VoIP hardware phones can display visual alerts as to the presence of new voice mail, whereas most ATAs will provide an audible alert in the form of a staggered dialtone.