SIP and the Contact Center

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SIP and the Contact Center

• Ruben Martinez, Eicon Networks

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Developing Contact Center Applications

• Why telephony hardware?
• Features need for speech applications
• Developing methods
• Hardware integration
• Proprietary SDK
• VoIP (SIP) integration

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So, why use telephony boards?

• What does a speech application require telephony
  for?
• For simple things
• Call answering, outbound calling etc.
• Audio streaming, Play prompt, Record to a file,
  etc.
• For more sophisticated things
• Unattended transfer, Supervised transfer,
  Consultation call, etc.
• Caller ID, Call forwarding, 3-way conference
  call, etc.
• For the smart things
• DTMF collection and generation, etc.
• Fax tone detection, Answering machine detection,
  etc.
• Echo cancellation, Voice activity detection,
  Automatic gain control, etc.

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Speech Development Hardware integration

• Hardware integration
• Direct integration (dll) with manyApplication
  Generatorsand Development Studios, for example

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Contact Center Development Proprietary SDK

• Proprietary SDK
• Software Development Kit (SDK)
• Offer powerful sets of application programming
  interfaces (APIs)
• Typically support VoIP and traditional telephony
  through a single API
• Provide abstraction layers for all telephony
  platforms
• Dependent on proprietary SDK experience
• Development support can be difficult/unreasonable
• Development resources must be made available for
  integration
• Learning curve?
• Will my application be valid after several SDK
  versions?
• Windows and Linux support?
• Application portability

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Contact Center Development SIP integration

• VoIP (SIP) integration
• MRCPv2 architecture
• MRCP Client
• MRCP Server
• Media Source / Sink
• SIP and RTP as means to integrate telephony
  boards and media gateways

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SIP Integration

• SIP based integration
• SIP based interface
• Turns telephony board into a PSTN-to-IP Gateway
• Adds SIP and RTP to any telephony adapter
  (Analog, ISDN, E1/T1)
• Optimized for IVRs and speech applications

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Architecture
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Embedded IP to PSTN Gateway

• IP to PSTN Gateway features
• SIP (RFC 3261) over UDP or TCP
• RTP/RTCP over UDP, G.711 codec, a-law and u-law
• Echo cancellation (EC) with up to 128 ms tail
  length
• DTMF collection/generation according to RFC 2833
• Fax detection and processing up to 33.6 kbps
  conversion into T.38
• Security IPsec (via OS), SIP/TLS and sRTP
• Call control functions
• Windows Management Instrumentation (WMI),
• Microsoft Management Console (MMC),
• Performance Counters and System Logging

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Thanks

• See Eicon Networks at booth 318.