Enhancing the IP Call Center Value with Vision - Dialogic XXXX Alcatel – Lucent Atrium5020 MSC...
Transcript of Enhancing the IP Call Center Value with Vision - Dialogic XXXX Alcatel – Lucent Atrium5020 MSC...
Slide 2
Our Agenda
Global connectivity for IP-based hosted enterprise contact centers
Overview of the Vision Media Gateway and Signaling ServerIntegrating into real networks
Connecting and configuring to IP and PSTN networksRouting issuesLessons learned
Slide 4
Communications in Transition
New services on IP-based platformsSIP signalingG.711 “voice” over RTP
Lower costEasier developmentFaster time-to-marketWeb & IT convergence
Dramatic simplification over PSTN platforms
Slide 5
Connecting to PSTN
VoIP access to PSTN readily available from major inter-exchange carriers
Send VoIP traffic almost anywhere in the worldReceive PSTN traffic from anywhere in US
VoIP
IXC
PSTN
IXC Gateway
Databases,Web Services,
Persistent Business logic
SIP
RTP
SpeechResources
Vision VoiceXML ServerWeb Server
http://voiceXML…
IP Telephony
MRCP
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Not So Easy in the Rest of the World
Problem: inbound traffic, PSTN to VoIPAdvertise PSTN numbers, receive incoming traffic over IPAvailable as a service in US, parts of the EU, HK, Japan, Australia, and Brazil
Expensive or unobtainable in most of the rest of the world
Slide 7
Nominal Solution
Provide PSTN gateway with IP-based application
Databases,Web Services,
Persistent Business logic
SIP
RTP
SpeechResources
VoiceXML ServerWeb Server
http://voiceXML…
IP Telephony
MRCP
PSTN
Media Gateway,Signaling Server
& Call Router
Alternately,use IP-PBX and its interfaces
Slide 8
Requirements
Media, signaling & call routing (both ways)SS7 connectivity
SS7 controlled inter-machine trunks can be significantly less expensive than ISDN
Global deployable — interfaces, approvalsHighly available at minimum added costCost-effective scaling, including scale down
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IP-PBX Approach
Typically supports ISDN, but not SS7Can be expensive to scale upCan be expensive to distribute gateway functions to multiple cities
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Gateway Approach
Solution requires multiple elementsMedia gatewaySignaling gatewayCall routing control
Esp. PSTN-to-SIP routingMedia gateway controller, softswitch or equivalent
Example: Cisco AS5300 VoIP GatewayRequires PGW-2200 Softswitch ($20,000) to provide basic call routing
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Vision Media Gateway and Signaling Server
Integrated solutionIncludes call routingISDN, SS7 & CAS*Global approvalsAvailable with 2, 4 or 8 T1/E1 trunksCentralized or distributed deployments
*Future release
Vision Media Gateways Vision Signaling Servers
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High Availability
Media scale by trunks and trunk groupsN+1 redundancy for media gatewaysCall routing tables (PSTN # to SIP URI) distributed to media gatewaysSS7 signaling 1+1 redundant
Slide 13
Redundant SS7 Configuration
. . .
SIP-based Services Platform
SS7 signalingDuplicated Signaling Servers for high availability2 servers; 1 point codeCheckpoint at MTP3 and TCAP levelActive – Standby mode at MTP3 and TCAP layer
Switch
SS7
SIP
T1/E1 VoiceRTP
NCC-ISUP
GW
GW
GW
Sig Svr
Sig Svr
Slide 14
Scalability
Media Gateway2, 4, or 8 E1/T1s per 1UMounts in standard racksUp to 20 gateways per signaling server (pair)
Signaling Server4, 16, or 32 signaling linksRedundant pair for high availability
Slide 15
Highly Distributed Configuration
Gateways near switches, signaling servers near STPsDecrease networking costs, simplify management
SS7
SIP
T1/E1 VoiceRTP
NCC-ISUP
SSP
SSP
SSP
SSP
STP
STP
SIP-based Services Platform
GW
GW
GW
GW
Sig Svr
Sig Svr
Slide 16
Other PSTN Issues
Gateway located in capital city means poor service for callers in secondary citiesInter-city PSTN calls expensiveInter-city IP capacity available and lower cost
SolutionIntegrated IP-based solution with 1U elements
distributed to minimize recurring costs
Slide 17
Conclusions
Develop new communications applications on IP-based platformsObtain PSTN connectivity from VoIP service providers where available and affordableLeverage IP-PBX connectivity when presentUse integrated gateways for
Global reachSS7 connectivityCost-effective scalabilityCost-effective availabilityFlexibility
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TCP/IP
ISDN
1u SEPP/N 82924-2
NMS 6000-34236CG 6565/64-2L/8TE
VG 2000 (1)NIC 1
CG 6565/64-2L/8TE
VG 2000 (2)NIC 1
Eth 1
Eth 1
VS 5000 (1)
TX 4000/32/4TEEth 1
Eth 0
Trunk 1+3
SS7Trunk 2+4
TX 4000/32/4TETrunk 1+3Trunk 2+4
Eth 1
VS 5000 (2)Eth 0
IP
NMS 6000-34236
Optional – see note*RJ-45 to RJ-48c
splitters – P/N 32851
*Note – If trunks 3 + 4 need to be used, then RJ-45 to RJ-48c are needed
RJ-21Mini
RJ-21
RJ-21Mini
RJ-21
1324
1324
RJ-48c
RJ-48c
RJ-48c
RJ-48c
NMS Provides Avaya Provides
RTP
SIP
RTP
SIP
TCP/IP
Ethernet CablesHub/Switch
Hub / Switch
SS7 redundancy cable P/N 32344 or 6000-34080
Slide 20
TCP/IP
1u SEPP/N 82924-2
NMS 6000-34236CG 6565/64-2L/8TE
VG 2000 (1)NIC 1
Eth 1
VS 5000 (1)
TX 4000/32/4TEEth 1
Eth 0
Trunk 1+3Trunk 2+4
IP
RJ-21Mini
RJ-21
RJ-48c
RJ-48c
RTP
SIP
Ethernet CablesHub/Switch
Hub / Switch
SS7 Monitor
Voice
Signalling & Voice
NMS 6000- 34037
RJ-45
Russian Mobile Carrier
MSC
Signalling & Voice
SS7 Emulator& Convertor
NMS Provides Avaya Provides
Slide 21
TCP/IP
1u SEPP/N 82924-2
CG 6565/64-2L/8TE
VG 2000 (1)
VS 5000 (1)
TX 4000/32/4TE
Eth 0
Eth 1
Trunk 1+3Trunk 2+4
MiniRJ-21
RTP
SIP
SS7 Monitor
RJ-48c
RJ-48c
VoiceSignalling &
Voice
SNTLiteSW Package
SS7
ISDNPRI
ACMPBX
“67XX”
ACMLAB
“591X”
NIC 1192.168.1.25
192.168.1.26
192.168.1.23
IP
192.168.1.81
192.168.1.83
192.168.1.82
Nuance ASR/TTS
ISDN ISDN
ISDNIP
135.64.44.79
591X
67XXR&D office
598X
Russian Convertor Box
Avaya SES
Avaya VP/MPP
Application Server
Avaya Russian Lab Network Diagram
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TCP/IP
1u SEPP/N 82924-2
CG 6565/64-2L/8TE
VG 2000 (1)
VS 5000 (1)
TX 4000/32/4TE
Eth 0
Eth 1
Trunk 1+3Trunk 2+4
MiniRJ-21
RTP
SIP
SS7 Monitor
RJ-48c
RJ-48c
Voice
Signalling
SNTLiteSW Package
(Optional)
SS7
ACMPBX
NIC 1192.168.16.118
192.168.16.119
192.168.16.105
IP
192.168.16.117
192.168.16.115
192.168.16.116
Applications Server
ISDN
192.168.16.XXX
XXXX
Alcatel – LucentAtrium5020
MSC
Avaya SES
Avaya VPMS/MPP
Nuance ASR/TTS
Major Russian Mobile Carrier Lab Network Diagram
Slide 24
Change We Made & Why
Vision Media GatewayNetwork configuration
IP Address, DNS, Def GW, Host Name…etcCountry Par file
Use switchpar.sh utilityRequires the VG to be stopped and then a reboot
Time zone based on the regionNeed to reboot
Add SS7 Signaling ServerEdit /etc/host file to add IP Address and SS701If in redundant mode, then add IP Address and SS702
Continued
Slide 25
Change We Made & Why
Vision Media GatewayConfigure SIPConfigure RTPConfigure PSTN (either ISDN or SS7)
ISDN: 23B+D, NFAS, ISUP: Voice Circuits
T1 Circuit mask = 0x00FFFFFF E1 Circuit mask = 0x7FFFFFFE (Signaling on Channel 1)E1 Circuit mask = 0x7FFF7FFF (Signaling on Channel 16)
Continued
Slide 26
Change We Made & Why
Vision Media GatewayRouting Table
Always update table, update key on bottom on screen, need to cursor downCan be confusing, use these simple rules for To From
PSTN to SIPTo In = PSTN Called PartyTo Out = SIP Called PartyFrom In = PSTN Calling PartyFrom Out = SIP Calling Party
Example 1234 calls 6789To = Cd PN = 6789 SIP:6789@URLFrom = CgPN = 1234 SIP:1234@URL
Transfer to PSTN with out time out from PSTN switchAppend for “F” on CdPN # in “To Outgoing” section to not wait for time out
Example 6788 6788F
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Change We Made & Why
Vision Signaling ServerDecide if SS7 link(s) are T1 or E1
T1 will use ANSI txcfg1.txtE1 will use ITU tcfg1.txtEdit txcfg1.txt for T1 or E1 physical parameters
This file gets loaded in SS7_load via cmconsole
Configure IP network se-config.pl
Add all network configuration parametersse-update.pl
Reconfigures VS for operational software
Continued
Slide 28
Change We Made & Why
Vision Signaling ServerConfigure SS7 Network
Choose default configuration that best fits your SS7 Network & Signaling
StandaloneRedundant
Rename file to ss7_config_default.xmlPoint Codes, Protocol Variant, Link Connections and sets, Circuit groups…etcCan add xml elements to this file
<LssuLen>, Link Status Signal Unit <UsePrior>, eliminated errors in MTP3
Change Channel 16 to un-blockedChannel 16 was waiting for Blocked AckChanged <UnUsedCircuit> =15 not 16
Continued
Slide 29
Change We Made & Why
Vision Signaling ServerConfigure SS7 Network (cont’d)
Rename file to ss7_config_default.xml (cont’d)Changed Sub Service field, <Ssf> param
National to ReservedISUP and MTP
If you using only one T1 or E1 Delete all the other Circuit Group dataWill be extra data in log files that is not needed
Add Mapping for Embedded Signaling and VoiceEdit ss7_load file
Add $TXUTIL/t1demo < $TXUTIL/txsw4000.txtVS E1 -T1 TS 1 – 15, 17 – 31 is mapped to VG E1 –T1 TS 1 - 15, 17 - 31
Continued
Slide 30
Change We Made & Why
Vision Signaling ServerStop and Start Vision Signaling Server
cmconsolep all (stops)s all (starts)
Utilitiescpcon
frstatus — status of configured linksss7cli
Cmd line utility for links, circuits, tracing…etcsss7trace
Traces for MTP3 and ISUP layersVision Server log file
Vi localsystem.log
Slide 31
Lesson Learned
Who are the key point of contacts?Conference call usually identifies someone
Always ask what you are connecting toSite survey, network diagrams, etc.
Understand the power connectionsDifferent countries have specific standards
Test all equipment and cables prior to shipping If Mr. Murphy is chilling with ya, who is the Engineering Guru?
Perform Engineering Exorcism immediately
Remote access to lab or deployed equipmentSSH, VPN, …etc.
Continued
Slide 32
Lesson Learned
Bring the equipment documentationSoft and printed material
A notebookForce yourself to write all activities, issues, resolutions on daily basisVery hard to recapture exact thoughts when on plane or back in office
Know VI for editing and simple commandsMedia Gateway is LinuxSignaling Server is Unix
Always use Bash as the environmental shellDrink lots of vodka…..