Asterisk in the Enterprise Best Business Practices in Implementing Asterisk-based Open Source Telephony Solutions Panel Pr...
What’s it Take to Implement? Business Technical Executive support Tier 1 infrastructure Strong project mgmt Asterisk exper...
Why now? <ul><li>Technology is reaching maturity </li></ul><ul><ul><ul><li>Service levels and capabilities </li></ul></ul>...
Business Driven Approach  Drivers / Opportunities Inputs Inventories  Requirements Capabilities End of Life Contracts Vend...
Risk Considerations <ul><li>Feature gaps </li></ul><ul><li>User training </li></ul><ul><li>Support structures </li></ul><u...
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 <ul><li>Web-based Call Center Application & Dialer </li></ul><ul><ul><li>Agents in Russia calling cust...
Enterprise Projects (cont.) <ul><li>Voice Trunks for Hotels </li></ul><ul><ul><li>Media gateway </li></ul></ul><ul><ul><li...
Telemarketing Data Gathering Dialer <ul><li>Asterisk-based dialer used to call into IVR </li></ul><ul><li>Sphinx VR to tra...
Telemarketing Data Gathering Dialer <ul><li>Distributed Application </li></ul><ul><ul><li>Asterisk Dialers (12) </li></ul>...
Digium Innovation Award - ROI <ul><li>University of Pennsylvania  Voicemail  Project </li></ul><ul><ul><li>Support for 30,...
Key Learning <ul><li>Don’t underestimate competencies & disciplines required </li></ul><ul><li>Aggressively manage cross-f...
Key Learning (cont.) <ul><li>Find partners that understand the realities of the operational considerations & troubleshooti...
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Carpenter Terry Best Practices Short

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  • Carpenter Terry Best Practices Short

    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>

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