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Carpenter Terry Best Practices Short

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  • 1. Asterisk in the Enterprise Best Business Practices in Implementing Asterisk-based Open Source Telephony Solutions Panel Prepared by: Terry L. Carpenter Jr. [email_address] (484) 334-4122
  • 2. What’s it Take to Implement? Business Technical Executive support Tier 1 infrastructure Strong project mgmt Asterisk expertise Stable & skilled staff Telephony experience Innovative partners Systems integration Strong will to succeed Strong C programming * Asterisk community relations Version management experience (subversion) *
  • 3. Why now?
    • Technology is reaching maturity
        • Service levels and capabilities
        • Features comparable to legacy solutions
        • Tools & utilities being released
    • Compelling business models
        • Significant ROI (component & support)
        • Legacy contracts not changing dramatically
        • Incumbent carriers slow to respond to demands
        • Business innovation (not cheaper calls)
  • 4. Business Driven Approach Drivers / Opportunities Inputs Inventories Requirements Capabilities End of Life Contracts Vendors Budgets Support Growth M & A Technology New Ventures $$$ Availability Future Capabilities
  • 5. Risk Considerations
    • Feature gaps
    • User training
    • Support structures
    • Version management
    • Integration points
    • Tools & utilities
    • Migration approach
  • 6. Risk Profile Matrix 8 4 6 1 9 Internal control External control 3 2 5 7 Delivery Risk High Low Low High Probability
  • 7. Enterprise Projects
    • Web-based Call Center Application & Dialer
      • Agents in Russia calling customers in UK via dialers in US
      • Agent SIP devices registered to Asterisk in US
      • Screen Pops to Web Application
    • FollowMe
      • Web-based Application with real-time updates
      • Android Application available
  • 8. Enterprise Projects (cont.)
    • Voice Trunks for Hotels
      • Media gateway
      • Legacy PBX integration
    • Consumer Alert & Group Notification System
      • Asterisk used for Dialer and Inbound calls
        • Web service available on dialers
        • Dialers can be added as needed (run-time)
  • 9. Telemarketing Data Gathering Dialer
    • Asterisk-based dialer used to call into IVR
    • Sphinx VR to transcode voice (UK) into data elements
    • Custom call pacing to maintain predetermined load
    • Scraping algorithm was changed dynamically based on data statistics (skipping)
    • Automatic data distribution to multiple call centers based on agent capacity & campaign statistics
  • 10. Telemarketing Data Gathering Dialer
    • Distributed Application
      • Asterisk Dialers (12)
      • Database (2)
      • Voice Recognition Servers (4)
      • SIP Proxies to multiple carriers
    • Statistics
      • Over 100,000 completed calls during an 8 hour period
      • Calls were ~2 minutes in length
      • 3 different pieces of data scraped in each call
  • 11. Digium Innovation Award - ROI
    • University of Pennsylvania Voicemail Project
      • Support for 30,000 Centrex users with over 10,000 mailboxes
      • IMAP-storage based
      • Asterisk voicemail core
      • Integrated with Centrex
      • SIP interconnect with SMDI messaging
      • Mixed environment
        • SIP MWI with Cisco and Polycom phones
        • SMDI MWI for Centrex phones
      • Distribution Lists
      • Asterisk leveraged for migration of legacy voicemail greetings & messages as well as notifying users of passwords on legacy system
  • 12. Key Learning
    • Don’t underestimate competencies & disciplines required
    • Aggressively manage cross-functional & vendor teams
    • VoIP planning is iterative & will evolve
      • Keep roadmaps current
      • Contracts need to maximize future adaptation
    • Contract & vendors
      • Incumbents are aggressively protecting their income
      • Easy to underestimate the conversion challenges
  • 13. Key Learning (cont.)
    • Find partners that understand the realities of the operational considerations & troubleshooting demands
    • Approaching a VoIP design by assembling “parts” will lead to a very slow cycle& frequently reworked activities
    • Horizontal & vertical scaling is key
    • For technical details on university voicemail project … Digium Theater in the Expo @ 2:00 & 5:00 PM today