Four Things to Remember. Michael Bayer

Transcription

1 Four Things to Remember Michael Bayer

2 Four Things to Remember CT is the future Telephony is a catalyst Interoperability specifications are the key You re in the driver s seat Telephony Presentation Copyright Computer Telephony Solutions, October 6,

3 1. Computer Telephony is the Future CTEXpo Presentation Copyright Computer Telephony Solutions, October 6,

4 It s Inevitable... The Computer the new desktop The Telephone the most ubiquitous appliance in the world Telephony Presentation Copyright Computer Telephony Solutions, October 6,

5 Telephone System Technologies Admin Call Control Media Services Switching Fabric Telephony Presentation Copyright Computer Telephony Solutions, October 6,

6 Switching Fabric Establishes media stream channels between endpoints and conveys signaling information Traditional Switching Fabric TDM bus backplanes connecting line cards Analog (POTS) and digital (T-1, ISDN, proprietary) telephony circuits Telephony Switching Fabric Switching Fabric Packetized voice over conventional networking infrastructure Typically based on off-the-shelf computer technology Telephony Presentation Copyright Computer Telephony Solutions, October 6,

7 CTI Defined Call Control Monitoring and directing calls in a telephone system Telephone Control Monitoring and controlling features of a telephone set Media Binding Relating other communications/telephony functionality to calls in a telephone system Call Control (CTI) Telephony Presentation Copyright Computer Telephony Solutions, October 6,

8 CT Media Access/Services Tone Detection and Generation Recording and Playback Text-to-Speech Speech Recognition Modulated Data (Modem/Fax) Digital Data (Compressed Video, etc.) Call Binding Media Services Telephony Presentation Copyright Computer Telephony Solutions, October 6,

9 Admin System configuration System customization Moves / Adds / Changes Fault monitoring Accounting Performance management Security Admin Telephony Presentation Copyright Computer Telephony Solutions, October 6,

10 Computer Telephony Revolution Using off-the-shelf computer technologies to implement telephone system components 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 Telephony Presentation Copyright Computer Telephony Solutions, October 6,

11 The Promise of CT Technology Telephone systems that are tailored to the specific needs and preferences of users Telephony Presentation Copyright Computer Telephony Solutions, October 6,

12 2. Telephony is a Catalyst CTEXpo Presentation Copyright Computer Telephony Solutions, October 6,

13 Motivation for Single Network Engineering Because we can? More elegant? Economics Cheaper to Install? Cheaper to Maintain? Applications New capabilities? New flexibility? Telephony Presentation Copyright Computer Telephony Solutions, October 6,

14 CT in Traditional Configurations External Telephone Network Telephony Presentation Copyright Computer Telephony Solutions, October 6,

15 CT in Traditional Configurations External Telephone Network Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

16 CT in Traditional Configurations External Telephone Network Desktop CTI CTI LAN Routing Software Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

17 CT in Traditional Configurations External Telephone Network Desktop CTI Media CTI LAN Media Services IVR Software Routing Software Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

18 Telephone System Implementation LAN Telephony Presentation Copyright Computer Telephony Solutions, October 6,

19 Telephone System Implementation Public Switched Telephone Network Internet LAN Private Switched Telephone Network Vo Gateway Private WAN Telephony Presentation Copyright Computer Telephony Solutions, October 6,

20 Telephone System Implementation Public Switched Telephone Network Internet LAN Station Private Switched Telephone Network Vo Gateway Private WAN PC Phone Telephony Presentation Copyright Computer Telephony Solutions, October 6,

21 Telephone System Implementation Public Switched Telephone Network Call Control Internet LAN Station Private Switched Telephone Network Vo Gateway Private WAN PC Phone Telephony Presentation Copyright Computer Telephony Solutions, October 6,

22 Telephone System Implementation Public Switched Telephone Network Call Control Internet LAN Station Private Switched Telephone Network Vo Gateway Private WAN PC Phone Telephony Presentation Copyright Computer Telephony Solutions, October 6,

23 Telephone System Implementation Public Switched Telephone Network Media Call Control Internet LAN Station Private Switched Telephone Network Vo Gateway Private WAN PC Phone Telephony Presentation Copyright Computer Telephony Solutions, October 6,

24 Telephone System Implementation Public Switched Telephone Network Media Call Control Internet LAN Station Private Switched Telephone Network Vo Gateway Private WAN Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

25 Telephone System Implementation Admin Public Switched Telephone Network Media Call Control Internet LAN Station Private Switched Telephone Network Vo Gateway Private WAN Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

26 Telephony is a Catalyst Customer motivation is for telephone systems... that are open and modular present no barriers to computer telephony applications Telephony is about... bringing the benefits of computer telephony to the switching fabric componentizing the telephone system eliminating dependence on a single vendor Other new switching fabric options are just as significant Telephony Presentation Copyright Computer Telephony Solutions, October 6,

27 3. Interoperability Specifications are the Key CTEXpo Presentation Copyright Computer Telephony Solutions, October 6,

28 Value Chain Product Requirements 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 Telephony Presentation Copyright Computer Telephony Solutions, October 6,

29 User Point of View 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 Telephony Presentation Copyright Computer Telephony Solutions, October 6,

30 Customer s Point of View Telephone System CTI IVR Fax IVR Voic Admin Applications Multi-vendor CT Services CTI Applications CT Media Services Applications Telephony Presentation Copyright Computer Telephony Solutions, October 6,

31 Integrator s Point of View CTI Script CTI Script Contact Database SBT Software SBT Software SBT Software CTI CTI PBX Telephony Presentation Copyright Computer Telephony Solutions, October 6,

32 Vendor s Point of View Applications [F] ACD [A+] CTI [B-] IVR [C-] Switching [A+] ACD [A+] Switching [A+] Telephony Presentation Copyright Computer Telephony Solutions, October 6,

33 Focus on Modularity and Prioritize Interoperability Standards and other interoperabilty specifications allow for modular systems Modularity is a measure of maturity Telephony Presentation Copyright Computer Telephony Solutions, October 6,

34 Telephone System Implementation Admin?? Public Switched Telephone Network? Call Control Internet Private Switched Telephone Network????? Vo Gateway Media????? Switched Network LAN????? Station??? Private WAN? Routing Software?? PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

35 Specifications and Standards Standards Bodies ITU ANSI Individual Vendors Microsoft Telcordia / Level3 Industry Organizations IETF ECTF Telephony Presentation Copyright Computer Telephony Solutions, October 6,

36 Three Types of Specifications Models Agreement on terminology and concepts Standardized abstraction Programmatic Interfaces For software modules on the same platform May or may not be platform independent Protocols Platform independence Plug and Play interoperability Telephony Presentation Copyright Computer Telephony Solutions, October 6,

37 ECTF Framework To Other s 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 Telephony Presentation Copyright Computer Telephony Solutions, October 6,

38 Public Network Switching/Signaling Vo Gatekeeper H.323 Network Circuit Switched Network SS7 ISDN, T1, Analog H.323 Vo Gateway Media Call Control LAN Admin Station H.323 H.323 PC Phone Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

39 Switching: Media Streams Circuit Switched Network Call Control Admin Network Vo Gateway Media RTP/G.7xx RTP/ G.7xx LAN RTP/G.7xx RTP/ G.7xx Station RTP/G.7xx Analog, ISDN, or? PC Phone Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

40 Switching: Signaling Circuit Switched Network Call Control Admin Network Vo Gateway Media [H.323] or? [H.323] or? [H.323] and? LAN [H.323] and? [H.323] or? Station [H.323] or? Analog, ISDN, or? PC Phone Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

41 Switching Fabric Control Circuit Switched Network Call Control Admin Media MGCP MEGACO/H.248 Network Vo Gateway MGCP MEGACO/ H.248 LAN MEGACO/ H.248 Station MEGACO/H.248 TIA TR PC Phone Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

42 Switching Fabric: TDM Bus Circuit Switched Network H.100 or H.110 Call Control Admin Media H.100 or H.110 Network H.100 or H.110 Vo Gateway LAN Station PC Phone Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

43 Media Services Circuit Switched Network S.100 S.300 H.100 or Media H.110 S.100 Call Control S.200 Admin Network S.100 S.300 H.100 or Vo Gateway H.110 S.200 S.200 S.200 LAN Station PC Phone S.100 Routing Software PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

44 CTI / Call Control Circuit Switched Network Call Control Admin Media CSTA/Versit, JTAPI RMI Network Vo Gateway CSTA/Versit, JTAPI RMI LAN CSTA/Versit, JTAPI RMI Station PC Phone JTAPI, Routing Software TAPI, TSAPI PC Phone JTAPI, Desktop CTI TAPI, TSAPI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

45 Administrative Services Network Circuit Switched Network M.500 Vo Gateway M.500 Media SNMP S.200? Call Control SNMP HTTP? SNMP S.200 LAN SNMP? M.100 Admin SNMP? SNMP?? Station? PC Phone Routing Software? PC Phone Desktop CTI Telephony Presentation Copyright Computer Telephony Solutions, October 6,

46 Maturity Checklist Framework ECTF Call Model C.001 Published APIs / Multi-platform TAPI, TSAPI, JTAPI, S.100, M.100 Open Protocols H.323, MEGACO/H.248, Versit/CSTA, S.200 Plug & Play Products Telephony Presentation Copyright Computer Telephony Solutions, October 6,

47 4. You are in the Driver s Seat CTEXpo Presentation Copyright Computer Telephony Solutions, October 6,

48 What should you be doing? Get tough with vendors Get Questions for Vendors from the ECTF Encourage vendors to implement and ship products based on specifications (not just to talk about it) Think modular Shop for components Support manageable diversity Build in a modular fashion by taking advantage of interoperability specifications wherever possible Don t rush If appropriate, defer purchases or invest in products that will help you migrate over time Telephony Presentation Copyright Computer Telephony Solutions, October 6,

49 Become Familiar with Specifications Standardized terminology Allows comparison of different vendor s products Standardized models Provides framework for designing solution independent of specific products Serves as checklist for product features Resources include: Telephony Presentation Copyright Computer Telephony Solutions, October 6,

50 Know Your Requirements Don t take anything for granted What do you have that you don t really need? What do you need? If it ain t broke don t fix it Leave all your options open Telephony Presentation Copyright Computer Telephony Solutions, October 6,

51 Know your Priorities Where do you stand to gain the most benefit? CTI Applications? Media Services Applications? Admin? Switching Fabric? Telephony Presentation Copyright Computer Telephony Solutions, October 6,

52 Don t make any assumptions Support for one specification doesn t guarantee that there is support for another Support for an API on one platform doesn t guarantee that any other platforms are supported Telephony is just a new switching fabric Telephony Presentation Copyright Computer Telephony Solutions, October 6,

53 Four Things to Remember CT is the future Telephony is a catalyst Interoperability specifications are the key You re in the driver s seat Telephony Presentation Copyright Computer Telephony Solutions, October 6,