Download - krajcar pre l1 [Read-Only] - CARNET
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CARNet VoIP
Tomislav Krajcar22. studeni 2006.
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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Sedam IT� mi smo:
� 40 zaposlenika i 35 vrhunska IT stručnjaka
� 340 godina iskustva u IT industriji
� Školovanja i certifikata > 210
� Prosječna dob < 35
� reference
� Telekom operateri
� Vlada
� Financije
� Transport
� Prodaja
� Proizvodnja
� Zdravstvo
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Organizacija
Software Development
� Analysis, design, implementation and maintenance of Contact Center (Cisco IPCC Enterprise)
� CRM (customer relationshipmanagement)
� Document management
� custom-made application solutions
ICT Menagement
� ICT system design
� Network and System
management
� Security management
� Service management
(ITIL)
� System support
� Project approach, world standard methodologies
� Integral turnkey solutions
� Consulting services
Network Technologies
� Network design and development
� Network implementation and deployment of network systems based on Cisco Systems solutions
� Network supervision and maintenance
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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Telekomunikacijske mreže - prije
� Odvojena infrastruktura za podatkovne, telefonske i video mreže
� Kompleksna integracija aplikacija
Video
Voice
PBX
TDM
Circuits
Voicemail
IP
WebE-Mail
DSLCable
Dial
ISDN
Extranet
E-Commerce
H320
Room-Based
H323
Desktop Video
Podatkovna mreža
Telefonska mreža
Video mreža
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Telekomunikacijske mreže – danas/sutra
� Arhitektura počiva na otvorenim standardima
Packetized Voice
IP
WebEmail
DSLCable
Dial
ISDNExtranet
E-Commerce
IP Phone
Network PBX
Internet Call Center
Data
Video
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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Legacy / VoIP / IP telefonijaPBXPBX
PBXPBX
VoIP gw VoIP gw
IP PBX
Legacy PSTN InternetworkingLegacy PSTN Internetworking
VoIP: VoIP: Toll BypassToll Bypass
IP TelephonyIP Telephony: : endend--to to endend with Application Enablementwith Application Enablement
VoIP gw VoIP gw
PSTN
IP
IP
PSTN
PSTN
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Migracija prema konvergentnoj mreži/VoIP
PBXPBX
PSTN
VoIP gw VoIP gw
IP
Toll Bypass
1. Dvije mre1. Dvije mrežže: e: LegacyLegacy PBX + DataPBX + Data
2. Konvergencija: Migracija prema jednoj mre2. Konvergencija: Migracija prema jednoj mrežži, VoIPi, VoIP
3. Rezultat: 3. Rezultat: TollToll BypassBypass
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Migracija prema konvergentnoj mreži/VoIP
PBXPBX
PSTN
VoIP gw VoIP gw
IP
1. Dvije mre1. Dvije mrežže: e: LegacyLegacy TDM PBX + DataTDM PBX + Data
2. Konvergencija: Migracija prema jednoj mre2. Konvergencija: Migracija prema jednoj mrežži, VoIPi, VoIP
3. Rezultat: 3. Rezultat: TollToll BypassBypass
Toll Bypass
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Migracija prema IP telefoniji
VoIP gw VoIP gw
IP
1. Zamjena klasi1. Zamjena klasiččnih telefona IP telefonimanih telefona IP telefonima
2. Izbacivanje PBX2. Izbacivanje PBX
3. Samo jedna mre3. Samo jedna mrežžaa
PBXPBX
IP PBX
PSTN
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Komponente IP telefonije
RouterVoIP gw
IP PBX
PSTN
Call ManagerCall ManagerVoIP Gateway
(router s voice modulom)
VoIP Gateway
(router s voice modulom)
Ethernet switchEthernet switch
IP TelefoniIP Telefoni
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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
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Model s jednom lokacijom(Single Site Deployment)
CallManagerCluster
LDAP Directory
MsgStore
MsgStore
Unified Messaging
MsgStore
MsgStore
Backbone
Wiring Closet
IP WAN
PSTN
IP Phones
•• Do 30.000 korisnika.Do 30.000 korisnika.
•• Redundancija sustava.Redundancija sustava.
•• Spoj na IP i PSTN.Spoj na IP i PSTN.
•• Centralni Centralni dialdial plan.plan.
•• IP telefonske aplikacije.IP telefonske aplikacije.
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Model centraliziranog procesiranja poziva(Centralized Call Processing Deployment)
Site ASite A
Site BSite B
Site CSite C
TelecommuterTelecommuter
CentralizedCallManager
Cluster
•• Procesiranje poziva, DSP resursi i IP Procesiranje poziva, DSP resursi i IP telefonske aplikacije telefonske aplikacije –– centralizirani.centralizirani.
•• MaxMax. 30.000 korisnika.. 30.000 korisnika.
•• MaxMax. 8 CallManagera u . 8 CallManagera u clusteruclusteru..
•• Admission controlAdmission control –– CallManager.CallManager.
PSTN
IP WAN
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Model distribuiranog procesiranja poziva(Distributed Call Processing Deployment)
Site ASite ASite BSite B
Site CSite C
A
AA
GatekeeperGatekeeper
A
VSM
VSM
VSMPSTN
IP WAN(Primary
Voice Path)
PSTN
•• Procesiranje poziva na svakoj lokaciji.Procesiranje poziva na svakoj lokaciji.
•• IP telefonske aplikacije i DSP resursi na svakoj lokaciji.IP telefonske aplikacije i DSP resursi na svakoj lokaciji.
•• MaxMax. 30.000 korisnika po lokaciji.. 30.000 korisnika po lokaciji.
•• Admission controlAdmission control——HH.323 Gatekeeper Based.323 Gatekeeper Based
•• Kompresija govora izmeñu lokacijaKompresija govora izmeñu lokacija..
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Model centraliziranog procesiranja poziva (CARNet)SRCE
NSK
FER
CCM_P
CCM_S
Cisco Unity
VG
VG
VG
VG
VG
VG
VG
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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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, …
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Pouzdanost / Redundancija
CN-RI-VGW
CN-PU-VGW
CN-OS-VGW
CN-ST-VGW
CN-FER-
VGW
T-Com
CN-RI-VGW
CN-PU-VGW
CN-OS-VGW
CN-ST-VGW
CN-FER-
VGW
T-Com
ISDN
ISDN
ISDN
ISDN
Korisnik A777
Korisnik B01-1234567
Zovem01-1234567
Zvoni01-1234567
Zove me01-6661616
Javljam se na poziv
Javio se01-1234567
Zovem091-1234567
Korisnik C091-1234567
Zove me01-6661616
Javljam se na poziv
Zvoni091-1234567
Javio se091-1234567
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Prednosti centraliziranog modela
� U udaljnimposlovnicama:
� 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 ASite A
Site BSite B
Site CSite C
PSTN
IP WAN
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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Aplikacije IP telefonije
�� IP Telephony to the DesktopIP Telephony to the Desktop
�� XML ApplicationsXML Applications
�� ExtensionExtension MobilityMobility
�� Web Web AttendantAttendant
�� Auto AttendantAuto Attendant
�� Voice Voice MessagingMessaging
�� Unified MessagingUnified Messaging
�� CContactontact CenterCenter
�� Interactive Voice ResponseInteractive Voice Response
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Cisco Unity - Voice Mail
Pregled poruka:Pregled poruka:
�� GUI (GUI (emailemail))
�� telefonsko sutelefonsko suččeljeeljeIntranet
Directory
Web/E-Mail Clients
MessageStore
IP Phone
E-mail Voicemail
Soft PhoneWeb/E-Mail
Clients
Web/E-MailClients
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Nadzor i upravljanje
� Real-time monitoriranje
� Detekcija alarmantnih pojava
� Web sučelje za administratore i korisnike
� SQL CDR
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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IPCC - Zašto Contact Center?
�� Povezivanje svim raspoloPovezivanje svim raspoložživim ivim komunikacijskim kanalimakomunikacijskim kanalima
�� Komunikacija na korisniku Komunikacija na korisniku najprihvatljiviji nanajprihvatljiviji naččinin
�� Interakcija sa korisnikomInterakcija sa korisnikom�� Upoznavanje korisnikaUpoznavanje korisnika�� Animiranje korisnikaAnimiranje korisnika
�� PovePoveććavanje zadovoljstva avanje zadovoljstva korisnikakorisnika
�� PoboljPoboljššanje imidanje imidžža i a i prepoznatljivostiprepoznatljivosti
�� Postizanje dodatnih prihodaPostizanje dodatnih prihoda�� PoboljPoboljššanje produktivnosti anje produktivnosti
agentaagenta
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Sadržaj
� Profil tvrtke
� Trendovi
� Uvod u IP telefoniju
� Zahtjevi CARNet-a za IP telefoniju
� Dodatne usluge IP telefonije
� IP kontakt centar
� Zaključak
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Zaključak o IP telefoniji
�� zrela tehnologijazrela tehnologija–– kvalitetakvaliteta
–– pouzdanostpouzdanost
–– skalabilnostskalabilnost
�� dodatne prednostidodatne prednosti–– konvergentna mrekonvergentna mrežža (AVVID)a (AVVID)
–– mobilnostmobilnost
–– dodatne ip telefonske aplikacijedodatne ip telefonske aplikacije
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Pitanja?
Q & A