www.oasis-open.org

SOA in Telecommunications

September 30, 2008

Speaker: Mike Giordano

SOA in Telecommunications

September 30, 2008

Speaker: Mike Giordano

Reusable Services

SupplyManagement

FinancialManagement

DistributionManagement

CustomerManagement

InventoryManagement

Business Services and Communication Services – Delivered as Peers

Notify Supplier

Check Customer

CheckCredit

ReleaseShipment

AccountsCheck

Inventory

Locate

The promise of SOA: gain productivity and agility ….

Leveraging SOA and communication

services for multi-modal service and

response. Service Oriented Architecture

CommunicationManagement

CallServices

NotificationServices

Order Shipment ProcessOrder Shipment and Customer Notification Process

…. Communications embedded throughout the fabric of business

SOA drives “Economy of Scale” for Customers

Offers the opportunity to deliver communication capabilities thru standard integration pattern

Adaptable and tailor able to be delivered into their business communications systems

Agile communication creation environment Differing level of granularity for different consumers Abstracts network complexity from developers Promotes adoption thru familiar skill sets and tools.

Multi-modal communications delivered to user in context (i.e. cornerstone of Unified Communications)

Attributes of Infrastructure Unified end to end manageability, serviceability, security, etc Provides a Scalable, Distributable, Secure, Reliable, Multi-Modal,

Multi-vendor environment Optimized for communication type processing and patterns

OASIS Telecom can help fill in some of these gaps.

Seamless, Standard Approach to Enterprise Integration

Enterprise EcoSystem

Availability-to-Sale Plan Manuf.Sourcing Oper. Comply

X-Party Logistics Demand Fulfillment & Execution

Enterprise ServicesRepository

ER

P

CR

M

PL

M

SR

M

SC

M

Cu

stom

Intelligent CommunicationsFramework

Intelligent Communication Sub-Processes

Real Time Communication NetworksEvent Web

Assemble_Rapid_Response_Team

Internal Orchestration

ExceptionConference

NotifyRespond

Notify w/TaskLists

Advisory

Find &Call

etc

Click Services

Presence

Location

Rules

Contact

Listen

Whisper

Barge -INConference

Record

Speech

ReportingPerformance

Automating Communication Latency found in a Manual Processes(Embedding Communications into Business Process)

Service levelWS, REST, JMS … Any SOA integration technology

ManualProcess

Business Process Logic

Work itemplaced on work queue

Logic Flow

Work itemcompletednotification

WSDL

ManualAutomated processes

A manual step in a process may make it slower, less robust than a fully automated process: A good candidate for Communication Services

Processes can include services triggering manual processes Manual processes may impact quality of the overall process.

Service level management NOT available but status via workflow is

• Workflow handles manual processes• Process orchestration handles automated processes

Business Service

Business Service

Business Service

Business Service

A good candidate for Communication Services

•WSDL: Web Services Description Language•Defines the Web Service Interface

ComService

Close Loop and Automated

A problem common to Sales organizations is the collection of forecasting data from salespeople.

SFA applications present hopelessly complex forecasting user interfaces

Data is often incorrect, missing or out of date

Sales Managers must sell, too – no time to remind others to enter forecasting numbers

The result: forecasts with lower accuracy, resulting in incorrect predictions regarding inventory needs, revenue results, etc.

Orchestration Use Case: Sales Force Automation w/ High Level Communication Services

Sales ApplicationServer

Employee Data Service

Forecast Service

CommunicationsServer

Connection Service

Voice Dialog Service

Security Service

Orchestration Engine

For those salespeople who need to update:3. Look up contact number using the employee data service 4. Place call via the connection service and connect to salesperson5. Run VXML dialog (via the voice dialog service) that prompts for the missing

forecast items (e.g., opportunity estimated revenue, quarterly overall, etc.)6. Store collected data via the forecasting service7. Disconnect the call with the salesperson

1. Wake up based on a scheduled event (say, every Wednesday at 2:00pm)2. Query forecasting service to determine which salespeople have missing

or out-of-date forecasts

Orchestration Engine

Media Server

Conferencing Service

Enhancement need: conference supervisor and sales person for performance conversation (with recording) if forecast data is still missing after voice dialog

Solution: Inject decision and conference steps after loop

Mashup Use Case: Extending Communications with Enterprise Services

Power User

Create, Refin

e and Reuse

Get Issues List

Get Service Representatives Customer

Issues

Business Application Server

Mashup Server

Power User

Developer

A mashup is created to handle daily service issues. Application reads customer issues with a list of service personal available to service the account. Service Manager schedules service visit.

1

Power user wants to automate schedule process by embedding communications capability with knowledge analytics

2

3

TTS

Presence

Expert

Conference

MethodCall

Automates selection of the best service representative based on location, availability and expertise. Communication is automated by click to call and/or 3-way conference. TTS is used if representative is available by chat or SMS. Customer profile information is clipped from profile site.

Clip

Con

tent

Call Communication Web Services

Q&A