CU9 Anatomy of a CT Server. Michael Bayer Computer Telephony Solutions

Transcription

1 CU9 Anatomy of a CT Server Michael Bayer Computer Telephony Solutions

2 Introductions n Michael Bayer ä President, Computer Telephony Solutions Ð Company dedicated to CTI Plug and Play ä Author, "CTI Solutions and SystemsÓ ä Member CTExpos Advisory Board ä mbayer@ctexpert.com ä CTI Tutorial Copyright Computer Telephony Solutions, May 14,

3 Agenda n 1. Evolution of Computer Telephony n 2. What makes CT compelling? n 3. CT Server Architecture n 4. CT Server Specifications n 5. Putting It All Together n Q&A CTI Tutorial Copyright Computer Telephony Solutions, May 14,

4 What this session is NOT about n Product reviews and recommendations n Unified messaging or other specific product categories in depth n Detailed implementation practices and tips CTI Tutorial Copyright Computer Telephony Solutions, May 14,

5 Evolution of Computer Telephony CTI Tutorial Copyright Computer Telephony Solutions, May 14,

6 Context: Working Definitions n Communications & Collaboration ä Telephony ä Shared Visual Workspaces ä Mail & Messaging ä Broadcast & Publishing Communications & Collaboration Telephony Mail & Messaging Shared Visual Workspaces Broadcast & Publishing CTI Tutorial Copyright Computer Telephony Solutions, May 14,

7 Telephone System Technologies Admin Call Control Media Services Switching Fabric CTI Tutorial Copyright Computer Telephony Solutions, May 14,

8 Computer Telephony Revolution n Using off-the-shelf computer technologies to implement telephone system components n Shift from Monolithic to Modular systems Admin Admin Call Control Switching Fabric Media Services Call Control (CTI) Media Services Switching Switching Switching Fabric Switching Fabric Fabric Fabric CTI Tutorial Copyright Computer Telephony Solutions, May 14,

9 Context: Working Definitions n Telephony n Computer Telephony n Computer Telephony Integration (CTI) n Media Services n IP Telephony Telephony Computer Telephony CTI IP Telephony Media Services CTI Tutorial Copyright Computer Telephony Solutions, May 14,

10 CTI Defined n Call Control ä Monitoring and directing calls in a telephone system n Telephone Control ä Monitoring and controlling features of a telephone set n Media Binding ä Relating other communications/telephony functionality to calls in a telephone system CTI Tutorial Copyright Computer Telephony Solutions, May 14,

11 CT Media Access/Services n Tone Detection and Generation n Recording and Playback n Text-to-Speech n Speech Recognition n Modulated Data (Modem/Fax) n Digital Data (Compressed Video, etc.) n Call Binding CTI Tutorial Copyright Computer Telephony Solutions, May 14,

12 Switching Fabric n Establishes media stream channels between endpoints and conveys signaling information n Traditional Switching Fabric ä TDM bus backplanes connecting line cards ä Analog (POTS) and digital (T-1, ISDN, proprietary) telephony circuits n IP Telephony Switching Fabric ä Packetized voice over conventional IP networking infrastructure ä Typically based on off-the-shelf computer technology CTI Tutorial Copyright Computer Telephony Solutions, May 14,

13 Admin n System configuration ä System customization ä Moves / Adds / Changes n Fault monitoring n Accounting n Performance management n Security CTI Tutorial Copyright Computer Telephony Solutions, May 14,

14 Telephone System Implementation Admin Public Switched Telephone Network Private Switched Telephone Network CTI Tutorial Copyright Computer Telephony Solutions, May 14,

15 Distributed PBX Architecture Admin Public Switched Telephone Network Media Server Call Control Server Private Switched Telephone Network Network Gateway Switched Network Station Server CTI Tutorial Copyright Computer Telephony Solutions, May 14,

16 Telephone System Implementation Admin?? Public Switched Telephone Network? Call Control Server Internet Private Switched Telephone Network????? VoIP Gateway Media Server????? Switched Network IP LAN????? Station Server??? Private IP WAN? Routing Software?? PC Phone Desktop CTI CTI Tutorial Copyright Computer Telephony Solutions, May 14,

17 What is a CT Server? n Platform for computer telephony modules: ä Call Control / CTI ä Media Services ä Administrative Services ä Switching Fabric n Centralized vs. Distributed ä All modules may be installed on a single server ä System may consist of many single-purpose CT servers CTI Tutorial Copyright Computer Telephony Solutions, May 14,

18 What makes CT compelling? CTI Tutorial Copyright Computer Telephony Solutions, May 14,

19 The Promise of CTI/CT Technology Telephone systems that are tailored to the specific needs and preferences of users CTI Tutorial Copyright Computer Telephony Solutions, May 14,

20 CT Value Chain Callers Individuals CTI System Customers CTI System Integrators Mainstream Application Developers Telephony Software Developers Operating System Vendors Computer Hardware Vendors Telephone Equipment Vendors Telephone Network Providers CTI Tutorial Copyright Computer Telephony Solutions, May 14,

21 CT: Before & After Telephone System Very Limited Empowerment Limited user interface & minimal feature access: reduces functionality Very Powerful Technology Telephone System Great Empowerment Customizable user interface & programmable intelligence: amplifies functionality Very Powerful Technology CTI Tutorial Copyright Computer Telephony Solutions, May 14,

22 User Requirements n Take full advantage of user-identified telephony features n Integration with mainstream applications n No functional limitations to prevent personalization n Add-on as needed CTI Tutorial Copyright Computer Telephony Solutions, May 14,

23 Customer Requirements n No limits to addition of functionality n Easy to scale n No barriers to multi-vendor systems n No barriers to multi-platform support n System-centric (rather than vendor-centric) administration CTI Tutorial Copyright Computer Telephony Solutions, May 14,

24 Customer Requirements Telephone System CTI Server IVR Server Fax Server IVR Server Voic Server Admin Applications Multi-vendor CT Services CTI Applications CT Media Services Applications CTI Tutorial Copyright Computer Telephony Solutions, May 14,

25 IntegratorÕs Point of View n Maximize opportunity for value-add through customized solutions n Ability to source solution components from a diversity of vendors CTI Tutorial Copyright Computer Telephony Solutions, May 14,

26 IntegratorÕs Point of View CTI Script CTI Script Contact Database SBT Software SBT Software SBT Software CTI Server CTI Server PBX CTI Tutorial Copyright Computer Telephony Solutions, May 14,

27 VendorÕs Point of View n Expose underutilized features and capabilities to differentiate products n Maximize the opportunities to sell best-ofbreed components rather than monolithic systems n Not dependent on a particular platform or OS/tool vendor CTI Tutorial Copyright Computer Telephony Solutions, May 14,

28 VendorÕs Point of View Applications [F] ACD [A+] CTI [B-] IVR [C-] Switching [A+] ACD [A+] Switching [A+] CTI Tutorial Copyright Computer Telephony Solutions, May 14,

29 Network Service Provider n Deliver more benefits associated with existing service offerings n Opportunity to deliver new services n Opportunity to differentiate offerings in a more competitive marketplace CTI Tutorial Copyright Computer Telephony Solutions, May 14,

30 Computer Telephony Solutions n May utilize just one technology: ä CTI Solutions ä Media Services Solutions ä VoIP Solutions n May incorporate multiple technologies to create custom solutions or new categories: ä Unified Messaging ä Call Center ä Personal Agents n CTI offers the most opportunities ä Potential for added value, diversity of applications CTI Tutorial Copyright Computer Telephony Solutions, May 14,

31 How... n...do you take advantage of the opportunity? n...do you cope? CTI Tutorial Copyright Computer Telephony Solutions, May 14,

32 Focus on Modularity and Prioritize Interoperability n Standards and other interoperabilty specifications allow for modular systems n Modularity is a measure of maturity CTI Tutorial Copyright Computer Telephony Solutions, May 14,

33 CT Server Architecture CTI Tutorial Copyright Computer Telephony Solutions, May 14,

34 CT Frameworks n Everyone has to talk the same language before they can discuss interoperability CTI Tutorial Copyright Computer Telephony Solutions, May 14,

35 Example: Three Phases of CTI n First Phase of CTI: Custom Systems n Second Phase of CTI: APIs n Third Phase of CTI: CTI Protocols CTI Tutorial Copyright Computer Telephony Solutions, May 14,

36 First Phase of CTI: Custom Systems Computer Custom Application Software Proprietary CTI Protocol CTI Interface Implementation Telephone System CTI Tutorial Copyright Computer Telephony Solutions, May 14,

37 Second Phase of CTI: APIs Computer Application Software CTI API Proprietary CTI Protocol Software Proprietary CTI Protocol CTI Interface Implementation Telephone System CTI Tutorial Copyright Computer Telephony Solutions, May 14,

38 Third Phase of CTI: CTI Protocols Computer Application Software CTI API Standard CTI Protocol Software Standard CTI Protocol CTI Interface Implementation Telephone System CTI Tutorial Copyright Computer Telephony Solutions, May 14,

39 Logical Client and Server Logical Client Logical Server CTI Application Media Application CTI API CTI Client Media CTI APIs Media Services Clients R/W Interface Session/Transport Protocol Stack Implementations Media Services Protocol CTI Protocol CTI Tutorial Copyright Computer Telephony Solutions, May 14,

40 Monolithic Server n Modem n CT Server n PBX Server Logical Server Call Processing (Call Control, Switching, Media Services, Line Interfaces) CTI Interface CTI Protocol Decoder CTI Tutorial Copyright Computer Telephony Solutions, May 14,

41 Generic CT Server n All components are modular n Server can be scaled and enhanced as required n Server can interoperate with other servers and clients n Server supports local applications CTI Tutorial Copyright Computer Telephony Solutions, May 14,

42 Generic CT Server Server CTI Protocol CTI API OA&M Protocol OA&M API Accntg Protocol Accntg API Media Protocol Media API CTI Interface OA&M Interface Accntg Interface Media Services Interface Core Server Implementation Service Provider Interface(s) CT Resource Modules CT Bus / I/O Interfaces Hardware Modules CTI Tutorial Copyright Computer Telephony Solutions, May 14,

43 CT Server Specifications CTI Tutorial Copyright Computer Telephony Solutions, May 14,

44 Any day CT will take offé D E P L O Y M E N T Real Soon TIME CTI Tutorial Copyright Computer Telephony Solutions, May 14,

45 Specifications and Standards n Standards Bodies ä ITU ä ECMA n Individual Vendors ä Microsoft ä Lucent/Novell ä Sun n Industry Organizations ä IETF ä ECTF CTI Tutorial Copyright Computer Telephony Solutions, May 14,

46 Modular CT Solutions n Client-Server -Server-Server CTI Tutorial Copyright Computer Telephony Solutions, May 14,

47 ECTF Framework n Architecture Framework ä Architecture for CT services ä ECTF view of CT systems evolution ä Framework for developing interoperability agreements ä Drives ECTF technical working groups To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

48 ECTF Framework and Specifications n Application Interoperability ä A.001, A.100, A.130 n Call Control ä C.001, C.100 n Hardware ä H.100, H.110 n Administration ä M.001, M.100, M.500 n Media Services ä S.100, S.200, S.300, S.410 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

49 ECTF Framework n H.100 ä CT Bus for PCI Specification n H.110 ä CT Bus for Compact PCI Specification To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

50 Vendor Specific Extensions n CTI interfaces generally support Òescape mechanismsó that allow access to proprietary features that cannot be accessed through a standard abstraction. n Use of these escape mechanisms requires that a given computer have specific knowledge of a particular telephone system's vendor specific extensions. CTI Tutorial Copyright Computer Telephony Solutions, May 14,

51 Call Control Specifications n Universal Call Control Model ä ECTF C.001 / Versit CTIE / ECMA CSTA n Protocols ä Versit / CSTA n Interfaces ä TSAPI ä Java Telephony ä Windows Telephony CTI Tutorial Copyright Computer Telephony Solutions, May 14,

52 Call Control Specifications n Universal Call Control Model ä ECTF C.001 / Versit CTIE / ECMA CSTA n Protocols ä Versit / CSTA n Interfaces ä TSAPI ä Java Telephony ä Windows Telephony CTI Tutorial Copyright Computer Telephony Solutions, May 14,

53 Universal Call Control Model n Everyone has to talk the same language before they can discuss interoperability n A single model has emerged ä ECTF C.001 / Versit CTIE / ECMA CSTA To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware H.100/H.110 Hardware CTI Tutorial Copyright Computer Telephony Solutions, May 14,

54 ECTF C.001/Versit/CSTA n Connection State Model Null D1 (calling) c C1 D2 (called) Initiated Alerting D1 (calling) c C1 f D2 (called) D1 (calling) c C1 q D2 (called) Queued Fail D1 (calling) c C2 a D2 (called) Connected Hold CTI Tutorial Copyright Computer Telephony Solutions, May 14,

55 CTI Protocols n Versit protocols have the same functionality but vary in their encoding n Versit Protocol 1 ä Intended for switch-server streams n Versit Protocol 2 ä Optimized for client-server streams n Versit Protocol 3 ä Optimized for direct-connect streams n CSTA Phase III Protocol ä Variant of Versit Protocol 1 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

56 ECTF Framework n C.100 Call Control API ä Allow portability of applications between platforms and call control implementations. To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

57 JTAPI 1.3 (Any Java Virtual Machine) n ECTF C.100 n Designed to be layered over CTI APIs, or Protocols, or directly over implementations Client (Any OS/Embedded) JTAPI JTAPI Client Implementation Peer Proprietary CTI Implementation TAPI TSAPI CallPath TAPI Client Software TSAPI Client Software CallPath Client Software CSTA/Versit CTI Protocol Encoder/ Decoder CTI Tutorial Copyright Computer Telephony Solutions, May 14,

58 TSAPI (MacOS, Unix, Windows, etc.) n Shipping versions: Client (Multiple OS) TSAPI Telephony Services Client Implementation Telephony Services Client Protocol Encoder-Decoder R/W Interface Proprietary CTI Protocol CTI Tutorial Copyright Computer Telephony Solutions, May 14,

59 TAPI 2.1 (Windows 9x/NT) n Windows Telephony Windows Client TAPI Media Service APIs TAPI Implementation Media Services Microsoft Remote Service Provider TSPI TSP Component Media Service SPIs Media Service Drivers 3rd Party TAPI Client Implementation Proprietary CTI Protocol Proprietary CTI Protocol (or equivalent) To NT Server CTI Tutorial Copyright Computer Telephony Solutions, May 14,

60 TAPI 3.0 (Windows 98/2000) n Architecture Windows Client TAPI 2.1 TAPI 3.0 (COM Interface) TAPI Implementation Media Services Microsoft Remote Service Provider TSPI TAPI Service Providers Media Stream SPI Media TAPI Stream Service Providers Proprietary CTI Protocol To NT Server CTI Tutorial Copyright Computer Telephony Solutions, May 14,

61 For More Information n C.001 specifications and Versit CTIE: n Lucent TSAPI information at: n Novell TSAPI information at: n JTAPI information at: n TAPI information at: CTI Tutorial Copyright Computer Telephony Solutions, May 14,

62 Media Services Specifications n Framework ä ECTF S.100 n Protocols ä ECTF S.200 n APIs/SPIs ä ECTF S.100 ä ECTF S.300 ä JTAPI Media (ECTF S.410) ä Windows Telephony CTI Tutorial Copyright Computer Telephony Solutions, May 14,

63 ECTF Media Services Framework To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware H.100/H.110 Hardware CTI Tutorial Copyright Computer Telephony Solutions, May 14,

64 S.100 Concepts n Client-Server ä Application Interface Adapter (AIA) n Resources n Groups n Containers and Data Objects n Extensible name space n System Call Router (SCR) n Runtime Control (RTC) CTI Tutorial Copyright Computer Telephony Solutions, May 14,

65 Clients, Servers, and Sessions n Session represents a single association with local or remote logical server n Applications may have one or more Client (Any OS/Embedded) S.100 Application Interface Adapter (AIA) Client Implementation Proprietary Media Services Protocol Encoder/ Decoder Local S.100-based Media Services S.200 Protocol Encoder/ Decoder CTI Tutorial Copyright Computer Telephony Solutions, May 14,

66 Containers and Data Objects n OS-independent file system abstraction n Supports location-independent operation n Containers are equivalent to directories n Data Objects are equivalent to files CTI Tutorial Copyright Computer Telephony Solutions, May 14,

67 S.100 Resources n CCR (Call Channel Resource) n SPR (Switch Port Resource) n Player n Recorder n Signal Detector n Signal Generator n ASR n TTS (Type of Player Resource) n Fax CTI Tutorial Copyright Computer Telephony Solutions, May 14,

68 Groups n ÒVirtual dynamically-configured media deviceó n Consists of Resources and media streams n Implied switching between Resources n Target for all Resource commands n Applications are independent of physical configuration of resources CTI Tutorial Copyright Computer Telephony Solutions, May 14,

69 Group Model Primary Media Stream Primary Resource Internal Media Streams Secondary Resource Secondary Resource Secondary Media Stream CTI Tutorial Copyright Computer Telephony Solutions, May 14,

70 Group Configuration n Resources allocated from shared pools ä dedicated until released n Statically configurable via Application Profile n Dynamically configurable via application request n Reconfiguration allows for resource sharing CTI Tutorial Copyright Computer Telephony Solutions, May 14,

71 Intra-group Switching Primary Resource Player 1 Player 2 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

72 Inter-group Switching Attach Bridge CTI Tutorial Copyright Computer Telephony Solutions, May 14,

73 Group Handoff App 1 App 2 App 3 App 4 1) App 1 hands off to App 2 with catch tags. 2) App 2 hands off to App 3 with catch tags. 3) App 3 hands off to App 4 indicating Remove from Ownership stack. 4) App 4 does normal return App 2 is next on owner stack. CTI Tutorial Copyright Computer Telephony Solutions, May 14,

74 ECTF S.200 Protocol n Operating-system independent, applicationlayer protocol complementing S.100 and M.100 n S.100 client AIA software can be developed independent of server vendors To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

75 ECTF Media Services APIs To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware H.100/H.110 Hardware CTI Tutorial Copyright Computer Telephony Solutions, May 14,

76 ECTF S.100 Media Services API n ECTF Media Services ÒCÓ API and Framework n Operating system independent n Extensible support for new media services n Multiple applications share locationindependent resources and calls n Location-independent support for modular media resources CTI Tutorial Copyright Computer Telephony Solutions, May 14,

77 ECTF S.410 JTAPI Media n Java API for computer telephony media services n Extension to core JTAPI (Optional Package) n Based on ECTF Architecture and S.100 n Location independent resources CTI Tutorial Copyright Computer Telephony Solutions, May 14,

78 ECTF S.300 Media Services SPI n Service provider Interface for CT resources n Enables the mixing and matching of hardware and software resources within a given S.100- based service platform To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

79 For More Information n S.100 R2 and S.200 specifications and the ECTF product directory can be found at: n JTAPI information at: n TAPI information at: CTI Tutorial Copyright Computer Telephony Solutions, May 14,

80 Administrative Services Specifications n System configuration ä System customization ä Moves / Adds / Changes n Fault monitoring n Accounting n Performance management n Security CTI Tutorial Copyright Computer Telephony Solutions, May 14,

81 ECTF Framework n M.001 Administrative Services ä Framework for system management ä Roadmap for technical working groups To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

82 ECTF M.100 n Management API for CT Services n Supports management of: ä configuration data ä safe startup and shutdown of CT servers ä service provider information ä application profiles To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

83 ECTF M.300 n Service Provider Interface (SPI) corresponding to M.100 n Allows management of S.300-based resources To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

84 ECTF M.500 n SNMP Management Information Base (MIB) for computer telephony servers n Defines information made available to SNMP monitoring tools To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

85 ECTF Framework n A.001 Application Interoperability ä Framework for multiple applications to share calls and exchange call-related information ä Roadmap for technical working groups To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

86 Application Interoperability n A.100 Application Interoperability ä Requirements for call handling, hand-off, and accepting calls in S.100 environments n A.130 Shared Data Specification ä Data types for application interoperability To Other Servers To Clients Media Apps A.100 / A.130 / R.100 Admin Apps S.200 S.100 / S.410 M.100 / M.500 C.100 System Services Modules CTI Apps To Clients S.300 Resource Modules M.300 Call Control Hardware Hardware Hardware H.100/H.110 CTI Tutorial Copyright Computer Telephony Solutions, May 14,

87 Putting It All Together CTI Tutorial Copyright Computer Telephony Solutions, May 14,

88 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog Analog, ISDN, or Proprietary CTI Tutorial Copyright Computer Telephony Solutions, May 14,

89 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog ISDN, T1, Analog ISDN, T1, Analog Analog, ISDN, or Proprietary LAN CT Server IVR Software CTI Tutorial Copyright Computer Telephony Solutions, May 14,

90 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog ISDN, T1, Analog S.300 H.100 or H.110 ISDN, T1, Analog S.200 Analog, ISDN, or Proprietary LAN Server S.200 S.100 S.410 IVR Software CTI Tutorial Copyright Computer Telephony Solutions, May 14,

91 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog ISDN, T1, Analog ISDN, T1, Analog Analog, ISDN, or Proprietary CSTA, Versit Desktop CTI LAN Server IVR Software CTI Tutorial Copyright Computer Telephony Solutions, May 14,

92 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog ISDN, T1, Analog ISDN, T1, Analog Analog, ISDN, or Proprietary CSTA, Versit Desktop CTI CTI Server CSTA, Versit LAN CSTA, Versit IVR Software Desktop CTI CTI Tutorial Copyright Computer Telephony Solutions, May 14,

93 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog ISDN, T1, Analog Server ISDN, T1, Analog CSTA, Versit/ S.200 Analog, ISDN, or Proprietary CSTA, Versit LAN CSTA, Versit/ S.200 Desktop CTI IVR Software A.100 Routing Software A.100 Desktop CTI CTI Tutorial Copyright Computer Telephony Solutions, May 14,

94 CT Servers in Legacy Configurations External Telephone Network ISDN, T1, Analog ISDN, T1, Analog ISDN, T1, Analog Analog, ISDN, or Proprietary Desktop CTI M.500 Server S.200/ SNMP S.200/ SNMP LAN SNMP SNMP SNMP M.100 Admin M.500 M.500 M.500 M.500 IVR Software Routing Software Desktop CTI CTI Tutorial Copyright Computer Telephony Solutions, May 14,

95 New Generation Telephone System IP LAN CTI Tutorial Copyright Computer Telephony Solutions, May 14,

96 New Generation Telephone System Admin Call Control Server SMMP/ HTTP SMMP/ HTTP IP LAN CTI Tutorial Copyright Computer Telephony Solutions, May 14,

97 New Generation Telephone System Admin Call Control Server H.100 or H.110 VoIP Gateway IP LAN CTI Tutorial Copyright Computer Telephony Solutions, May 14,

98 New Generation Telephone System VoIP Gatekeeper H.323 IP Network Circuit Switched Network SS7 ISDN, T1, Analog H.323 VoIP Gateway MGCP Call Control Server MGCP IP LAN Admin H.323 H.323 PC Phone CTI Tutorial Copyright Computer Telephony Solutions, May 14,

99 New Generation Telephone System Circuit Switched Network Call Control Server Admin VoIP Gatekeeper MGCP H.323? IP Network VoIP Gateway MGCP H.323? IP LAN MGCP? H.323? PC Phone PC Phone CTI Tutorial Copyright Computer Telephony Solutions, May 14,

100 New Generation Telephone System Circuit Switched Network Call Control Server Admin VoIP Gatekeeper MGCP H.323? IP Network VoIP Gateway MGCP H.323? IP LAN MGCP? H.323? MGCP? H.323? PC Phone PC Phone CTI Tutorial Copyright Computer Telephony Solutions, May 14,

101 New Generation Telephone System Circuit Switched Network Call Control Server Admin VoIP Gatekeeper IP Network VoIP Gateway MGCP H.323? MGCP H.323? IP LAN MGCP? H.323? MGCP? H.323? H.100 or H.110 MGCP? H.323? Station Server PC Phone PC Phone CTI Tutorial Copyright Computer Telephony Solutions, May 14,

102 New Generation Telephone System Circuit Switched Network H.100 or H.110 Call Control Server Admin VoIP Gatekeeper IP Network VoIP Gateway Media Server H.323? IP LAN Station Server PC Phone PC Phone CTI Tutorial Copyright Computer Telephony Solutions, May 14,

103 New Generation Telephone System Circuit Switched Network S.100 S.300 Call Control Server Admin VoIP Gatekeeper IP Network VoIP Gateway Media Server S.200 S.200 IP LAN Station Server PC Phone S.100 S.410 Routing Software PC Phone CTI Tutorial Copyright Computer Telephony Solutions, May 14,

104 New Generation Telephone System Circuit Switched Network Call Control Server Admin VoIP Gatekeeper Media Server IP Network VoIP Gateway IP LAN Versit, CSTA Station Server PC Phone Routing Software PC Phone JTAPI, Desktop CTI TAPI, TSAPI CTI Tutorial Copyright Computer Telephony Solutions, May 14,

105 CT Server Product Maturity Checklist n Framework n Published APIs n Published Protocols n Reference Implementations n Plug & Play Products CTI Tutorial Copyright Computer Telephony Solutions, May 14,

106 Conclusions n Call Control ä Universal framework has emerged ä Newest generation of APIs are/will be functionally rich ä CTI Plug & Play dependent upon adoption/completion of Versit/CSTA Phase III protocols CTI Tutorial Copyright Computer Telephony Solutions, May 14,

107 Conclusions n Media Services ä ECTF framework is the focus ä Availability is a function of vendor adoption CTI Tutorial Copyright Computer Telephony Solutions, May 14,

108 Conclusions n Admin ä M.100, M.300, M.500 are a solid suite for management and fault monitoring ä HTML/HTTP is a good bet for configuration interfaces ä Interfaces/protocols are still required for accounting (e.g., CDR) ä Watch for standard directory schemas for call control configuration (MAC, CoS, etc.) CTI Tutorial Copyright Computer Telephony Solutions, May 14,

109 Conclusions n Switching ä TDM backplanes are here to stay in one form or another ä H.100 and H.110 are the way to go for PCI and cpci ä Support for both traditional and packet-based telephony networks CTI Tutorial Copyright Computer Telephony Solutions, May 14,

110 Q&A Michael Bayer Computer Telephony Solutions