Tomislav Krajcar 22. studeni CARNet VoIP
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1 Tomislav Krajcar 22. studeni CARNet VoIP
2 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
3 mi smo: Sedam IT 40 zaposlenika i 35 vrhunska IT stručnjaka 340 godina iskustva u IT industriji Školovanja i certifikata > 210 reference Telekom operateri Vlada Financije Transport Prodaja Proizvodnja Zdravstvo Prosječna dob < 35
4 Organizacija Network Technologies Network design and development Network implementation and deployment of network systems based on Cisco Systems solutions Network supervision and maintenance ICT Menagement ICT system design Network and System management Security management Service management (ITIL) System support Software Development Analysis, design, implementation and maintenance of Contact Center (Cisco IPCC Enterprise) CRM (customer relationship management) Document management custom-made application solutions Project approach, world standard methodologies Integral turnkey solutions Consulting services
5 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
6 Telekomunikacijske mreže - prije Dial Web H323 IP Extranet Cable DSL Desktop Video Podatkovna mreža ISDN E-Commerce H320 Voic Circuits Video Voice PBX TDM Telefonska mreža Room-Based Video mreža Odvojena infrastruktura za podatkovne, telefonske i video mreže Kompleksna integracija aplikacija
7 Telekomunikacijske mreže danas/sutra Dial Cable DSL Web Data IP Extranet ISDN Internet Call Center IP Phone E-Commerce Network PBX Packetized Voice Video Arhitektura počiva na otvorenim standardima
8 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
9 Legacy / VoIP / IP telefonija PBX PBX PSTN PBX Legacy PSTN Internetworking IP PBX VoIP gw IP PBX VoIP gw VoIP: Toll Bypass IP PSTN PSTN VoIP gw VoIP gw IP Telephony: end-to end with Application Enablement
10 Migracija prema konvergentnoj mreži/voip PBX PBX PSTN VoIP gw IP Toll Bypass VoIP gw 1. Dvije mreže: e: Legacy PBX + Data 2. Konvergencija: Migracija prema jednoj mreži, VoIP 3. Rezultat: Toll Bypass
11 Migracija prema konvergentnoj mreži/voip PBX PBX PSTN VoIP gw IP Toll Bypass VoIP gw 1. Dvije mreže: e: Legacy TDM PBX + Data 2. Konvergencija: Migracija prema jednoj mreži, VoIP 3. Rezultat: Toll Bypass
12 Migracija prema IP telefoniji PBX PBX PSTN IP VoIP gw VoIP gw IP PBX 1. Zamjena klasičnih telefona IP telefonima 2. Izbacivanje PBX 3. Samo jedna mreža
13 Ethernet switch Komponente IP telefonije PSTN IP Telefoni Router VoIP gw IP PBX VoIP Gateway (router s voice modulom) Call Manager
14 Modeli primjene Model s jednom lokacijom Single-site deployment Model centraliziranog procesiranja poziva Centralized call processing deployment Model distribuiranog procesiranja poziva Distributed call processing deployment
15 IP Phones Model s jednom lokacijom (Single Site Deployment) CallManager Cluster Msg Store Msg Store LDAP Directory Unified Messaging Do korisnika. Redundancija sustava. Spoj na IP i PSTN. Centralni dial plan. IP telefonske aplikacije. IP WAN Backbone PSTN Wiring Closet
16 Model centraliziranog procesiranja poziva (Centralized Call Processing Deployment) Site B Centralized CallManager Cluster PSTN Site C Site A IP WAN Procesiranje poziva, DSP resursi i IP telefonske aplikacije centralizirani. Max korisnika. Max.. 8 CallManagera u clusteru. Admission control CallManager. Telecommuter
17 A Model distribuiranog procesiranja poziva (Distributed Call Processing Deployment) Site A Site B A VSM PSTN VSM Gatekeeper IP WAN (Primary Voice Path) A Procesiranje poziva na svakoj lokaciji. IP telefonske aplikacije i DSP resursi na svakoj lokaciji. Max korisnika po lokaciji. Admission control H.323 Gatekeeper Based Kompresija govora izmeñu lokacija. VSM Site C
18 Model centraliziranog procesiranja poziva (CARNet) SRCE VG FER VG Cisco Unity NSK VG CCM_P VG CCM_S VG VG VG
19 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
20 Zahtjevi CARNeta za IP tel. sustav telefonski sustav baziran na IP protokolu modularna arhitektura proširenje korisnika i lokacija centralizirani nadzor i upravljanje redundancija nadogradnja sustava IPCC, Voice XML,
21 ISDN Korisnik C Zove me Javljam se na poziv Pouzdanost / Redundancija Korisnik A 777 Zovem Zvoni Javio se Javio se CN-FER- VGW CN-RI-VGW ISDN CN-PU-VGW ISDN T-Com CN-OS-VGW ISDN CN-ST-VGW Zove me Korisnik B Javljam se na poziv
22 Prednosti centraliziranog modela U udaljnim poslovnicama: nema troška nabavke PBX nema troška održavanja PBX nema upgrade PBX za dodavanje korisnika nema poslova administriranja korisnika manji ili nema troška na PSTN zaposlenici mogu postati CC agenti Site A PSTN IP WAN Site B Site C
23 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
24 Aplikacije IP telefonije IP Telephony to the Desktop XML Applications Extension Mobility Web Attendant Auto Attendant Voice Messaging Unified Messaging Contact Center Interactive Voice Response
25 Cisco Unity - Voice Mail Voice mail Message Store Directory Pregled poruka: GUI ( ( ) telefonsko sučelje Web/ Clients IP Phone Intranet Soft Phone Web/ Clients Web/ Clients
26 Nadzor i upravljanje Real-time monitoriranje Detekcija alarmantnih pojava Web sučelje za administratore i korisnike SQL CDR
27 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
28 IPCC - Zašto Contact Center? Povezivanje svim raspoloživim komunikacijskim kanalima Komunikacija na korisniku najprihvatljiviji način Interakcija sa korisnikom Upoznavanje korisnika Animiranje korisnika Povećavanje zadovoljstva korisnika Poboljšanje imidža a i prepoznatljivosti Postizanje dodatnih prihoda Poboljšanje produktivnosti agenta
29 Sadržaj Profil tvrtke Trendovi Uvod u IP telefoniju Zahtjevi CARNet-a za IP telefoniju Dodatne usluge IP telefonije IP kontakt centar Zaključak
30 Zaključak o IP telefoniji zrela tehnologija kvaliteta pouzdanost skalabilnost dodatne prednosti konvergentna mreža a (AVVID) mobilnost dodatne ip telefonske aplikacije
31 Pitanja? Q & A
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