building applications with vision media servers getting your ideas to market fast david asher,...

Building Applications with Vision Media Servers

Getting Your Ideas to Market Fast

David Asher, Director, Product Marketing, NMS

Michael Kuperstein, CEO, Metaphor Solutions

Typical Application Context

ISDN VOIP

SS7

SIP

Vision Media Server

Vision VoiceXML Server

Vision Signaling Server

Complex user dialogs and speech

recognition

Dense media processing and network interfaces: IVR,

conferencing, fax, video

High-transaction rate and high

availability ISUP and TCAP interfaces

SIP,CCXML

HTTP

RTP

MRCP

VoiceXML

Application

Content

ASR / TTS

www.nmscommunications.com

Capability ComparisonVision Media Server/Vision VoiceXML Server

Media Functions

Network Interfaces

Call Control

User Dialog

Dense Platform

VisionMediaServer

IVR, RTP vocoders,

file compression, conferencing,

fax, video

VoIP or TDM;

SIP, ISDN, ISUP

Complex, SIP, CCXML

Simple DTMF IVR

DSP

VisionVoiceXML

ServerG.711 IVR

VoIP or TDM;

SIP, ISDN, ISUP

Simple, VoiceXML

Complex with ASR and TTS

X86 CPU


Typical Application Profile

Call Placed or Received

CallHangup

Complex UserDialog

Complex MediaProcessing

Best Implemented with a

VoiceXML ServerBest Implemented with a

Media Server


Example: Contact Center

Self-service application: automated handling of caller inquiry

Connection with call agent, supervisor conference,call monitoring,call recording

Complex UserDialog



Example: Prepaid Card Processing

Identification: user entry of calling number and authentication, account charging, assistance

Connection with called party, conferencing, call monitoring

Complex UserDialog



Example: Conferencing

Identification: conference identification, caller authentication, conference scheduling

Connection with conference, conference mixing,call monitoring,call recording

Complex UserDialog



Example: Voice Portal

User selection of content Streaming media of selected content,call monitoring

Complex UserDialog



Next Generation Messaging

Easy expansion of existing messaging applications

Speech-enabled voice interaction

Content streaming Simple migration to VoIP

and IMS

NMS CG Board

Natural AccessNatural Call Control

PSTN CallerVoIP Caller

NewApplication

RTP SIP

RTP MRCP

ContentStore

VoiceXML

HTTP

ContentStore


ExistingApplication

ASR & TTSServers


VoIP Contact Centers

Add speech-enabled self-service to reduce call agent loads

Distributed call agents and supervisors on the Internet to reduce overhead and communications costs

Deliver applications as software, not as equipment

SIP Call Manager

(IP-PBX)

VoIP Caller

SIP

Supervisor

VoIP Calls

Call Agent

SIP,RTP

Contact Center App

-

SIP,RTP

VoiceXML

Vision Media Server(Gateway Conferencing)

PSTN Caller

ASR & TTSServers

Self-ServiceApplication


RTP MRCP


IP and Mobile Centrex

Centrex features in converged broadband and wireless environments

Easy expansion to new speech-driven applications

Build conferencing into the basic application

Switch

SIP

CentrexApplication

RTP T1/E1SIP

SIP RTP

Vision Media Server(Gateway Conferencing)

VoiceXML

ASR & TTSServers

Auto-Attendant, Messaging, etc.


RTP MRCP

VoIP Caller PSTN Caller


High Service AvailabilityInternet Model of Distributed Network Elements

Use SIP and Internet protocols (like DNS)

Load balance among multiple servers

Single failure reduces capacity, not functionality

SIP

VoiceXML


Vision Media Server


Application Application

Callers Callers Callers

Vision Media Server

Vision Media Server


NMS’s Vision Media Servers

Application-ready: SIP, VoiceXML, CCXML

Any media: speech, text, music, images, video

Any network: VoIP, ISDN, SS7, IMS

Carrier-grade: highly scalable, highly available

Trusted: built on Open Access components


Reducing Complexity and Time-to-market

Michael Kuperstein, CEO, Metaphor Solutions

Agenda

Metaphor introduction Reducing complexity and time-to-market Life cycle management of speech applications

Call flow specification Development Administration Customer configuration

Summary

www.metaphorsol.com

Introduction

Metaphor Solutions provides personal and customer self-service solutions by phone

Largest portfolio of packaged speech IVR applications in the industry

Life cycle management tools deliver fastest time-to-market in the industry

www.metaphorsol.com

www.metaphorsol.com

Portfolio of Speech Applications

Enterprise Address change Password reset Change login Trouble ticket management Time and attendance service SpeechOutlook OutlookReceptionist

Health Care / Pharmaceutical Prescription refill Schedule & confirm

appointment Inbound clinical trial survey Laboratory results

Retail Mail catalog Order status Store locator Phone shopping Inventory & pricing Customer satisfaction survey

Financial Services Telephone banking Mortgage qualification Stock portfolio management Collections

Some Customers and Partners

www.metaphorsol.com

The Pain of Complex Solution Development

Deployment Cycle : 6-12 months Spec sign-off Hardware/software purchase Hardware/software installation Speech app development Voice recordings IT back-end development Develop logging and reporting Telco installation Unit Testing VUI design testing Quality assurance Load testing Production testing

www.metaphorsol.com

Central Code Base and

Conversation Server

Call Flow Chart

ApplicationMonitor

Integrated Development Environment

For whole application in .NET

Call Center Call Center ManagersManagers Administrators

IT EngineersIT Engineers

ApplicationReporting

ApplicationCustomization

1

2

34

(Web Based)

(Web Based)

(Client Based)

Speech Application Lifecycle

Reduction of Complexity and Time-to-Market Integrated lifecycle management Participant interfaces fit skill set Comprehensive tools and resources

www.metaphorsol.com

Automatic Call Distributor

(ACD)

Speech Speech ApplicatiApplicati

onon

1

Caller Interface 2

Data Interface

3 Agent Interface

NMS NMS Vision Vision Media Media ServerServer

Customer Customer Data BaseData Base

FulfillmeFulfillmentnt

Computer Telephony Integration

(CTI)

Caller

Service Agents

Overview of the Speech Application Process for Call Centers

www.metaphorsol.com


Conversation Server

Call Flow Chart

ApplicationMonitor



Call Center Call Center ManagersManagers



1

(Web Based)

(Web Based)

(Client Based)


www.metaphorsol.com

Design Spec for Call Flow

Call Flow Chart


Conversation Server

Call Flow Chart

ApplicationMonitor



IT EngineersIT Engineers



2

(Web Based)

(Web Based)

(Client Based)


www.metaphorsol.com

Building the Speech Application

.NET C# — just one syntax

The Code is the Call Flow

Easy organization for many prompts and recognitions

Automated exception handling

www.metaphorsol.com

Debugging the Call Flow in Text Mode

Text mode View in Internet

Explorer View all

variables Greatly speeds

development

www.metaphorsol.com

Debugging the Call Flow in Visual Studio Build and debug in

VS.NET Debug deployed

network calls Greatly speeds

development

www.metaphorsol.com


Conversation Server

Call Flow Chart

ApplicationMonitor



AdministratorsApplicationReporting


3

(Web Based)

(Web Based)

(Client Based)


www.metaphorsol.com

Web Application Monitor

Application and Load Monitor Track active sessions CPU load Memory load Change logging type on the fly

www.metaphorsol.com

Application Reports on the Web

Call Statistics Event Statistics Custom Reports

www.metaphorsol.com


Conversation Server

Call Flow Chart

ApplicationMonitor



Call Center Call Center ManagersManagers



4

(Web Based)

(Web Based)

(Client Based)


www.metaphorsol.com

Customization—Application Editor (Web) No technical skills needed to use

www.metaphorsol.com

Customization—Application Editor (Web)

Web Service Editor Accommodates to

customer-defined web service

Maps service solution parameters to customer web service

Customers can update their web service at any time

Validation maintains integrity of service solution

www.metaphorsol.com

Summary

Metaphor tools reduce complexity and time-to-market of speech applications running on NMS Vision Media Server

Integrated Speech and IT applications in one environment Integrated Life Cycle Management Very Easy to develop Very Fast to Deploy

www.metaphorsol.com

Evaluation Software and Training

Download 30-day free trial of Metaphor Conversation Software Development Kit (SDK)

metaphorsol.com/MCM 30 packaged applications also available for purchase

Free training webinar given each week See NMS Demo of SpeechOutlook

www.metaphorsol.com

For More Information

NMS web site:

http://www.nmscommunications.com/Vision/

Contact:

[email protected]

Questions?


building applications with vision media servers getting your ideas to market fast david asher,...

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