Carpenter Terry Best Practices Short

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

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) *

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)

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

Risk Considerations
Feature gaps
User training
Support structures
Version management
Integration points
Tools & utilities
Migration approach

Risk Profile Matrix 8 4 6 1 9 Internal control External control 3 2 5 7 Delivery Risk High Low Low High Probability

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

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)

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

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

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

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

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

Carpenter Terry Best Practices Short

by Carl Ford on Mar 22, 2008

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Carpenter Terry Best Practices Short — Presentation Transcript