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Innovation | Collaboration | Evolution | Results
Planning Migration
Services Support
SIP is coming to your contact center. You will eventually be forced not only to accept SIP based
technologies but integrate these technologies while still operating your contact center. This is more difficult
than setting up a new contact center. Interruption of the contact center operation is not tolerable.
Therefore how you manage the TDM to SIP transition is very important.
SOFTEL TDM/T1 to SIP Architecture Migrations and Services
SOFTEL have been providing supporting services to contact center businesses for over 2 decades, in sectors such as Finance, Health Care,
Retail, Utilities, and Transportation, amongst others. Our knowledge of the architecture and infrastructure required for SIP solutions supporting
Unified Contact Centers and front-line services has benefitted dozens of leading global organizations, who operate very complex business
operations. With industry-level management, integration, and migration strategies, SOFTEL’s Unified Communications SIP Migration Services
provide superior Service management, unique within contact center operations. We are dedicated to providing SIP migrations and
deployments from major vendors and providers, while minimizing the impacts to business operations from Inception, Planning, and
Integrations, through Migrations to Day-to-Day Operations and Managed Services/Day 2 Support.
SIP Migration Services
Utilizing a customizable methodology for SIP Migrations, SOFTEL ensures that the core operations remain unaffected by applying a modular
approach to the vendor’s SIP deployment and the on-site infrastructure and architecture. Through meticulous dial planning and component-
level SBC deployments, SOFTEL works with their technology partners to deliver a seamless transition from T1/TDM to SIP within enterprise
architecture.
1. Vendor SIP Solution Planning
Depending on your choice of Vendor and the model for your own deployment and migration of SIP Services, SOFTEL provides a
comprehensive service of Solution Planning, based on your current and future enterprise architecture utilization.
We map your services to your business requirements and plot the distribution of the Vendors SIP solution, matching it with existing the T1
architecture. SOFTEL moves the center through a planning “cycle.” Combined with direct vendor and enterprise involvement, a fully-formed
SIP Migration Plan is produced, containing itemized steps to implementation of the SIP Solution for the center..
2. Site Session Border Controller (SBC) Migration Planning
At enterprise operations-level, SOFTEL defines with the customer, the infrastructure and local architecture requirements for the locations and
sites.
By combining local SBC requirements with existing or enhanced networks on LAN/WAN and defining capacities within the enterprise
architecture, SOFTEL delivers a working SBC migration plan.
Vendor SIP Solution Planning
Site SBC Migration Planning
Site Operations Migration Planning
Modular Migrations
SIP Brought Into Service
(BIS)
Managed Services & Day
2 Support
Capacity Planning
T1 Trunks, PBX, ACD &
VMDial Plan
IT Network Infrastructure
Turrets & Softphones
(CTI)
Peripheral Services (CRM)
Locations & SitesLAN/WAN
RequirementsData & Equipment
Enterprise Architecture
DecommissioningBringing Into Service Plan
3. Site Operations Migration Planning
Beyond the technical deployment planning, SOFTEL works with the customer determine and define the local configuration and allocation of
SIP Channels, from the existing T1 Trunks, local PBX, and ACD, forming a comprehensive working document as the basis for individual
extension migrations.
4. Modular Migrations
Once each aspect of the migration plans are in place, SOFTEL works with the vendor and the enterprise to determine when each site, location,
group, team, user and service will be deployed and integrated in the contact center operation. , This may need to be a combined migration
per site or on a more granular scale depending on the vendor or service.
As subscribers progress through the migration plan, quality assurance testing is applied, prior to a decommissioning program, thereby
releasing and removing legacy telecommunications equipment leading to an eventual “BIS” (Bringing Into Service).
5. SIP Brought into Service (BIS)
A period of “bedding in” is allocated, per location and site before any decommissioning takes place. When a stringent set of business
requirements, operational capacities, and functional requirements are satisfied, will a site be considered “In Service”. Once this has been
achieved, to the satisfaction of all parties, a program of decommissioning the legacy systems and network can commence.
6. SOFTEL Managed Services
Sometimes, technologies designed to increase productivity within an organization can also create levels of complexity, increasing risks when
making transitions from legacy platforms to virtualized environments. If you discover that you are spending too much time managing your
applications instead of operating them, it may be time to talk to SOFTEL Communications.
SOFTEL Managed Services monitor IP-based communication system devices, applications, voice routers, and switches for fault and
performance events. From our Network Operations Centers (NOC), we resolve Incidents and take the lead in co-managing networks and
applications across any infrastructure. SOFTEL personnel operate as an extension of your IT team by providing visibility into the state of your
network through our best-in-class Remote Monitoring and Management Platform. Our advanced Recording and Reporting technology
aggregates performance, availability and fault information into real-time, daily, and monthly reports. With a multitude of layers, SOFTEL
Managed Services allows you to simply continue with your operations.
Sites, Teams, Groups
Operators
(Agents)
CRM Vendor Platform
Configuration
Telephony User
Configuration
CRM/CTI Integrations
“Dial Plan”
Identification & Grouping
Calendar Planning Modular MigrationsQuality Test &
AssuranceDecommissioning
Bringing into Service
7. SOFTEL Project Governance & Program Management Services
Today's business challenges are tough and the solutions to overcome these challenges are often complex. Understanding the problems,
communicating to the key project stake-holders, specialists and mapping out a clear path to results keeps things on track. This is where real
project experience and management maturity can make the difference between success and failure. Keeping everything moving towards
deadlines and business specifications needs a good plan and an even better method of delivery. If you need an experienced, tested and
trusted Project or Program Governance and Delivery Service, it’s time to talk to SOFTEL Communications. At SOFTEL, we use proven project
management methodologies and provide the experienced expertise to manage and implement end-to-end complex and large-scale
application and infrastructure projects.
We drive, support, deliver, and perform quality control of complex project deliverables, across converged client networks. Our Services begin
with scope and definitions and continue through life cycle deliveries, to quality control monitoring measures. Through our Project, Program,
and Delivery Managers, we drive deliverables and take the lead in coordinating multiple services, providers, platforms, and developments on
the ground. Through proven delivery methodologies, we provide planning and implementation records, reports, and status/progress
milestones, ensuring clear communications between all parties. All of which allows you to simply specify your deliverables.
8. SOFTEL Software & Infrastructure Services
Contact Center environments evolve over time, creating any number of complex elements which form the core of Unified Communications.
SOFTEL understands those elements, knowing how they interact, and having the experience to apply continued operational enhancement.
This is where software and infrastructure maturity can make the difference between success and failure. Keeping everything aligned and
functional takes a good plan and an even better method of continued delivery. If you need an experienced, tested, and trusted software and
infrastructure Service, it’s time to talk to SOFTEL Communications. At SOFTEL, we use proven delivery and operating methodologies and
provide the expertise to manage and implement end-to-end complex and large-scale software and infrastructure projects:
Scope of work
Business RequirementsTechnical
Requirements
Stakeholders
Business & Technical High Level Design
Architecture Design Document
Technical Design Document
Pla
nn
ing
Project Plan
Business AnalysisTechnical Integration
TestingBusiness/User Testing Implementation
Deliv
ery
Quality Control & Post-Launch Support
Technical Design Technical Development
Implementing & Overseeing the Project
Plan
Quality Assurance & Milestone Planning
Internal & External Resource Planning
Customer & Supplier Liaison
Go
vern
an
ce
Project Timeline Adherence
Phase Delivery PlanningStakeholders Communique
Development Tools Development Tools Development Tools Development Tools Development Tools Development Tools
Software Software Software Software Software Software
Applications Applications Applications Applications Applications Applications
Solutions Solutions Solutions
Technology Platform Technology Platform
Software & Infrastructure Services
Software Software Software Software Software Software
Hybrid Unified Communications (Premise and Cloud)
9. SOFTEL Software Application Development Services
Contact Center and Unified Communications Omnichannel Software Application Development is becoming more and more complex. With
the advent of IoT (Internet of Things), Big Data Analytics and Wearable Technologies and a plethora of Platforms, Operating Systems, Devices
and Delivery and Hosting methods, finding the right balance between functionality and accessibility can be daunting. Understanding how a
developed software fits in with the overall operations and ensuring it is the best possible fit is where real development experience and
management maturity can make the difference between success and failure. Keeping everything in line with specifications requires a good
plan and a superior method of delivery. At SOFTEL, we use proven delivery methodologies and provide the expertise to manage and
implement end-to-end complex and large-scale software, application and infrastructure software, and application delivery projects.
Our Software Application Development Services begin with a complete analysis of requirements and continue through detailed designs and
development, through to an implementation across an enterprise or business. Our dedicated team of software developers and management
staff drive deliverables and take the lead on the ground. Through proven delivery methodologies, we define, measure, assess, implement,
and control our custom developments, ensuring a fully-flexible approach to delivery. All of which allows you to simply define your business
goals.
SOFTEL is passionate about providing fully-encompassing Best in Class SIP Migration Services to your Enterprise
Operations. To find out more about our unique Service Packages, contact us today;
© SOFTEL Communications 2015
Business AnalysisTest Lab Technical Integration Testing
Business/User Testing Implementation
Deliv
ery
Quality Control | Post-Launch Support
Technical Design Development
Vendor Tools | SDK | Platform Coding | Industry Coding
Agile Waterfall
Delivery Method
Iterations | Versioning | UML
Unit Tests | Source Coding | Test Cases
Integration Tests | Top Down | Bottom Up |
Black Box
Meth
od
s
Implementation | Adjust | Embed
Implementing & Overseeing the Project
Plan
Quality Assurance & Milestone Planning
Internal & External Resource Planning
Customer & Supplier Liaison
Man
ag
e
Project Timeline Adherence
Phase Delivery PlanningStakeholders Communique
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