Asterisk World Theater Talk Tlc 080319


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  • Asterisk World Theater Talk Tlc 080319

    1. 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. 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. 3. Why now? <ul><li>Technology is reaching maturity </li></ul><ul><ul><ul><li>Service levels and capabilities </li></ul></ul></ul><ul><ul><ul><li>Features comparable to legacy solutions </li></ul></ul></ul><ul><ul><ul><li>Tools & utilities being released </li></ul></ul></ul><ul><li>Compelling business models </li></ul><ul><ul><ul><li>Significant ROI (component & support) </li></ul></ul></ul><ul><ul><ul><li>Legacy contracts not changing dramatically </li></ul></ul></ul><ul><ul><ul><li>Incumbent carriers slow to respond to demands </li></ul></ul></ul><ul><ul><ul><li>Business innovation (not cheaper calls) </li></ul></ul></ul>
    4. 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. 5. Risk Considerations <ul><li>Feature gaps </li></ul><ul><li>User training </li></ul><ul><li>Support structures </li></ul><ul><li>Version management </li></ul><ul><li>Integration points </li></ul><ul><li>Tools & utilities </li></ul><ul><li>Migration approach </li></ul>
    6. 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. 7. Enterprise Projects <ul><li>Web-based Call Center Application & Dialer </li></ul><ul><ul><li>Agents in Russia calling customers in UK via dialers in US </li></ul></ul><ul><ul><li>Agent SIP devices registered to Asterisk in US </li></ul></ul><ul><ul><li>Screen Pops to Web Application </li></ul></ul><ul><li>FollowMe </li></ul><ul><ul><li>Web-based Application with real-time updates </li></ul></ul><ul><ul><li>Android Application available </li></ul></ul>
    8. 8. Enterprise Projects (cont.) <ul><li>Voice Trunks for Hotels </li></ul><ul><ul><li>Media gateway </li></ul></ul><ul><ul><li>Legacy PBX integration </li></ul></ul><ul><li>Consumer Alert & Group Notification System </li></ul><ul><ul><li>Asterisk used for Dialer and Inbound calls </li></ul></ul><ul><ul><ul><li>Web service available on dialers </li></ul></ul></ul><ul><ul><ul><li>Dialers can be added as needed (run-time) </li></ul></ul></ul>
    9. 9. Telemarketing Data Gathering Dialer <ul><li>Asterisk-based dialer used to call into IVR </li></ul><ul><li>Sphinx VR to transcode voice (UK) into data elements </li></ul><ul><li>Custom call pacing to maintain predetermined load </li></ul><ul><li>Scraping algorithm was changed dynamically based on data statistics (skipping) </li></ul><ul><li>Automatic data distribution to multiple call centers based on agent capacity & campaign statistics </li></ul>
    10. 10. Telemarketing Data Gathering Dialer <ul><li>Distributed Application </li></ul><ul><ul><li>Asterisk Dialers (12) </li></ul></ul><ul><ul><li>Database (2) </li></ul></ul><ul><ul><li>Voice Recognition Servers (4) </li></ul></ul><ul><ul><li>SIP Proxies to multiple carriers </li></ul></ul><ul><li>Statistics </li></ul><ul><ul><li>Over 100,000 completed calls during an 8 hour period </li></ul></ul><ul><ul><li>Calls were ~2 minutes in length </li></ul></ul><ul><ul><li>3 different pieces of data scraped in each call </li></ul></ul>
    11. 11. Digium Innovation Award - ROI <ul><li>University of Pennsylvania Voicemail Project </li></ul><ul><ul><li>Support for 30,000 Centrex users with over 10,000 mailboxes </li></ul></ul><ul><ul><li>IMAP-storage based </li></ul></ul><ul><ul><li>Asterisk voicemail core </li></ul></ul><ul><ul><li>Integrated with Centrex </li></ul></ul><ul><ul><li>SIP interconnect with SMDI messaging </li></ul></ul><ul><ul><li>Mixed environment </li></ul></ul><ul><ul><ul><li>SIP MWI with Cisco and Polycom phones </li></ul></ul></ul><ul><ul><ul><li>SMDI MWI for Centrex phones </li></ul></ul></ul><ul><ul><li>Distribution Lists </li></ul></ul><ul><ul><li>Asterisk leveraged for migration of legacy voicemail greetings & messages as well as notifying users of passwords on legacy system </li></ul></ul>
    12. 12. Key Learning <ul><li>Don’t underestimate competencies & disciplines required </li></ul><ul><li>Aggressively manage cross-functional & vendor teams </li></ul><ul><li>VoIP planning is iterative & will evolve </li></ul><ul><ul><li>Keep roadmaps current </li></ul></ul><ul><ul><li>Contracts need to maximize future adaptation </li></ul></ul><ul><li>Contract & vendors </li></ul><ul><ul><li>Incumbents are aggressively protecting their income </li></ul></ul><ul><ul><li>Easy to underestimate the conversion challenges </li></ul></ul>
    13. 13. Key Learning (cont.) <ul><li>Find partners that understand the realities of the operational considerations & troubleshooting demands </li></ul><ul><li>Approaching a VoIP design by assembling “parts” will lead to a very slow cycle & frequently reworked activities </li></ul><ul><li>Horizontal & vertical scaling is key </li></ul><ul><li>For technical details on university voicemail project … Digium Theater in the Expo @ 2:00 & 5:00 PM today </li></ul>
    14. 14. Business value & approach to integrating voice features with Asterisk Digium Theater - Expo Floor 2:00 PM 5:00 PM Prepared by: Terry L. Carpenter Jr. [email_address] (484) 334-4122 James A. Rothenberger [email_address] (484) 334-4123
    15. 15. Enterprise Projects <ul><li>Web-based Call Center Application & Dialer </li></ul><ul><ul><li>Agents in Russia calling customers in UK via dialers/features in US </li></ul></ul><ul><li>FollowMe </li></ul><ul><ul><li>Web-based & Google Android Application with real-time updates </li></ul></ul><ul><li>Voice Trunks for Hotels </li></ul><ul><ul><li>Media gateway & legacy PBX integration </li></ul></ul><ul><li>Consumer Alert & Group Notification System </li></ul><ul><ul><li>Dialer cluster with web service interface </li></ul></ul><ul><li>Telemarketing Data Gathering Dialer </li></ul><ul><ul><li>Sphinx VR to transcode voice (UK) from IVR into data elements </li></ul></ul><ul><ul><li>100,000+ completed calls (2 min each) during an 8 hour period </li></ul></ul>
    16. 16. Innovation Award – University Voicemail <ul><li>What makes it innovative? </li></ul><ul><ul><li>Developed & contributed additional enterprise voicemail features </li></ul></ul><ul><ul><ul><li>IMAP message store for unified messaging was key new feature </li></ul></ul></ul><ul><ul><li>Replacing discontinued & unsupported Octel voicemail system </li></ul></ul><ul><ul><li>Innovative & scalable approach to legacy voice (Centrex) integration </li></ul></ul><ul><ul><ul><li>SMDI protocol integrated into the Asterisk SIP channel module </li></ul></ul></ul><ul><ul><ul><li>5-digit dialing for both Centrex and SIP telephones </li></ul></ul></ul><ul><ul><li>Centrex & SIP phones to use the same Asterisk voicemail server  </li></ul></ul><ul><li>What was the project’s size and scope? </li></ul><ul><ul><li>Currently in pilot with just under 1,000 users </li></ul></ul><ul><ul><li>Remaining 9,000+ users scheduled to migrate this summer </li></ul></ul>
    17. 17. Why Asterisk Voicemail? <ul><li>Commitment to an open-source solution </li></ul><ul><li>Need for a highly scalable VoIP solution </li></ul><ul><li>Ability to integrate with legacy telephony services </li></ul><ul><li>Ability to be extended to work with the existing infrastructure (SIP proxy, IMAP, etc.) </li></ul><ul><li>Enterprise-quality unified messaging capabilities </li></ul><ul><li>Reliability equal to Octel was critical </li></ul>
    18. 18. Will it be Reliable & Scale? <ul><li>Traffic analysis measured peak loads & actual blocking </li></ul><ul><li>Baseline taken to measure Asterisk performance </li></ul><ul><li>  </li></ul><ul><li>The results… </li></ul><ul><ul><li>Single-server solution could handle almost 200 simultaneous recordings… Simplified failover architecture </li></ul></ul>
    19. 19. Daily Average Usage (>15,000 Calls per Day)
    20. 20. (3) Peak Days - Usage by Hour
    21. 21. Current Traffic Analysis <ul><li>What do the 3 peak days tell us? </li></ul><ul><li>Peak traffic requires 76 lines for 0.1% blocking (P.001) </li></ul><ul><li>120 concurrent calls remains a good ceiling for voicemail traffic engineering </li></ul><ul><li>Loss of one (1) forty-eight (48) port IAD would still carry 95% of the “peak” traffic on remaining 72 lines </li></ul><ul><li>What do the daily averages tell us? </li></ul><ul><li>Traffic trends tightly around the average during weekdays </li></ul><ul><li>Weekend and out of session traffic is well below the averages </li></ul><ul><li>Call lengths do not vary greatly across busy and non-busy hours/days </li></ul>
    22. 22. Asterisk Voicemail Recording Load Test <ul><li>Actual Benchmark Test </li></ul><ul><ul><li>(2) Asterisk A (Playback) </li></ul></ul><ul><ul><li>(1) Asterisk B (Recording) </li></ul></ul><ul><ul><ul><li>(4) CPU - 2.2Ghz P4/Xeon </li></ul></ul></ul><ul><ul><ul><li>1 GB RAM </li></ul></ul></ul><ul><ul><ul><li>RedHat Enterprise 4 Kernel - 2.6.9-42.Elsmp </li></ul></ul></ul><ul><ul><ul><li>Performance tuned kernel per process file limit (required) </li></ul></ul></ul>
    23. 23. Asterisk Voicemail Recording Load Test
    24. 24. Technical Description - Architecture SMDI <ul><li>IAD s convert the POTS lines to SIP </li></ul><ul><ul><li>Asterisk only performs tasks related to the handling of the voicemail rather than a media conversion </li></ul></ul><ul><li>Asterisk SIP channel module extended for SIP-based SMDI message processing </li></ul><ul><ul><li>What line is being used? </li></ul></ul><ul><ul><li>What type of call being forwarded? </li></ul></ul><ul><ul><li>What is the source and destination of the call? </li></ul></ul>
    25. 25. Technical Description - Architecture 120 UCD Lines SMDI 2-1111 SIP IAD (FXO) SIP Proxy ITSP Gateway Intranet PSTN Extensions 2-1111 6-1234 Mailboxes 6-2222 7-2222 6-2222 7-2222 T-1 6-1234 SIP Centrex IAD (T1)
    26. 26. Technical Description - Features <ul><li>Leverage Internet Message Access Protocol (IMAP) server for message storage </li></ul><ul><li>Needed to assure a user experience similar to Octel voicemail… </li></ul><ul><ul><li>Ability to mark messages as “urgent” </li></ul></ul><ul><ul><li>Modify the order of voicemail prompts to better align with current messaging prompts </li></ul></ul><ul><ul><li>Forward a message with comment while using the IMAP message store </li></ul></ul><ul><ul><li>Voicemail distribution lists (external application) </li></ul></ul><ul><ul><li>Quota management across both Asterisk voicemail and the IMAP message store </li></ul></ul><ul><ul><li>Custom dial plans to mirror the behavior of pre-defined advanced mail boxes (such as listen only, listen and reply, etc) </li></ul></ul><ul><ul><li>Feature configuration on a user by user basis </li></ul></ul><ul><ul><li>And more … </li></ul></ul>
    27. 27. Voicemail Signaling Call Flow
    28. 28. Solution Impact <ul><li>ROI (features contributed… excluded development costs) </li></ul><ul><ul><li>Colorado State University published at Educause 2006 </li></ul></ul><ul><ul><ul><li>$ 251,040 Octel Aria 350 with 195 hours of message storage </li></ul></ul></ul><ul><ul><ul><li>$ 2,335 Asterisk solution with 10.6 “ years ” of messages </li></ul></ul></ul><ul><ul><li>Large Octel installations include a cold standby of similar size & cost </li></ul></ul><ul><ul><li>Octel support contracts were also very expensive </li></ul></ul><ul><li>NOTE: </li></ul><ul><li>Development was funded by the University of Pennsylvania as part of a larger VoIP project </li></ul><ul><li>Enhancements to Asterisk voicemail contributed to the open-source community by Penn  </li></ul>
    29. 29. Who the Solution Benefits <ul><li>Those that need a highly scalable:  </li></ul><ul><ul><li>VoIP unified messaging solution </li></ul></ul><ul><ul><li>Unified messaging that bridges VoIP and legacy telephony services </li></ul></ul><ul><ul><li>Replacement for the unsupported Octel voicemail solution  </li></ul></ul><ul><li>The unified messaging market </li></ul><ul><ul><li>Over $2 billion in 2000 </li></ul></ul><ul><ul><li>Octel had over 20% of the market share </li></ul></ul><ul><ul><li>Avaya has announced “end of sale” June 30, 2006 & “end of support” June 30, 2011   </li></ul></ul><ul><li>Average unified messaging acquisition cost = $150 per user </li></ul><ul><li>Opportunity for Asterisk voicemail & this architecture is much larger   </li></ul>
    30. 30. In Summary <ul><li>Asterisk leveraged in multiple ways on this project alone  </li></ul><ul><ul><li>Voicemail (unified messaging) </li></ul></ul><ul><ul><li>Dialer (notification of unique passwords) </li></ul></ul><ul><ul><li>Dialer for scraping of legacy user account greetings & messages </li></ul></ul><ul><ul><li>Outcall notification (used for urgent messages) </li></ul></ul><ul><ul><li>Multiple dialers to stress test the voicemail server  </li></ul></ul><ul><li>In other projects we have used Asterisk as: </li></ul><ul><ul><li>Consumer alert notification system </li></ul></ul><ul><ul><li>Call center applications </li></ul></ul><ul><ul><li>VoIP Trunks for legacy PBX (media gateway) </li></ul></ul><ul><ul><li>Web services for voice features </li></ul></ul>