A Virtualized Infrastructure for IVR Applications as Services

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1 ITU Kaleidoscope 2011 The fully networked human? Innovations for future networks and services A Virtualized Infrastructure for IVR Applications as Services Fatna Belqasmi Concordia University fbelqasmi@alumni.concordia.ca Cape Town, South Africa December 2011

Infrastructure for IVR Applications as Services Fatna Belqasmi

2 Outeline Introduction Proposed architecture Case study Related work Summary and future work

3 Introduction Interactive Voice Response (IVR) Enables interactions with automated information systems Ex: IVR banking, automated surveys, automated attendant Cloud Computing The most critical facets include Software as a Service (SaaS) Platform as a Service (PaaS) Infrastructure as a Service (IaaS) (*) (*) Q. Zhang, L. Cheng, and R. Boutaba, Cloud Computing: State of the Art and Research Challenges, Journal of Internet Services and Applications, Springer, Vol. 1, no. 1, 2010

Platform as a Service (PaaS) Infrastructure as a Service (IaaS) (*) (*) Q. Zhang, L. Cheng, and R.

4 Introduction Virtualization Enables the co-existence of entities on the same substrates Benefits: Maximize utilization Increase efficiency e.g. IPv4 e.g. IPv6 e.g. Non-IP Resource slicing & isolation Physical network

utilization Increase efficiency e.g. IPv4 e.g. IPv6 e.

5 Introduction Objective Proposes a novel architecture for a virtualized IVR infrastructure (as a first step towards the deployment of full fledged IVR applications in cloud settings) Motivations Enable quick, easy, low-cost and on the fly composed and assembled IVR in the cloud settings Enable novel value-added services for IVR application service providers

settings) Motivations Enable quick, easy, low-cost and on the fly composed and assembled

6 Outeline Introduction Proposed architecture Case study Related work Summary and future work

7 Proposed architecture Our vision: Different services can share the same substrates The same service can use many substrates

8 Proposed architecture Our vision Substrates and substrate instances can be published and discovered IVR service providers can compose existing substrates into powerful IVR applications

9 Proposed architecture Business model Broker IVR service provider IVR Platform provider IVR Infrastructure provider IVR substrate provider Connectivity provider

10 Proposed architecture Overall Architecture Virtual Service engine Service I/F Substrate Service engine Infrastructure layer Service plane Virtual IVR Engine Virtual Management engine Management I/F Substrate Management engine Management plane Virtual Composition engine Substrate Composition engine Composition plane Publication & Discovery I/F Publication & Discovery I/F IVR substrate repository Substrate IVR Engine Substrate layer

Management engine Management plane Virtual Composition engine Substrate Composition engine Composition plane

11 Interfaces Proposed architecture Service plane Infrastructure layer Management plane Composition plane REST Service I/F (e.g. SIP, MSCML VoiceXML) REST REST IVR substrate repository Substrate layer REST is a network architectural style for distributed hypermedia systems Resources identified by unique URIs Uses the HTTP methods: GET, PUT, POST, DELETE

SIP, MSCML VoiceXML) REST REST IVR substrate repository Substrate layer REST is a

12 Assumptions Case study Assume an infrastructure composed of five substrates, provided by different providers Announcement player Voice recorder Key detector Extension detector Call transfer Assume a service provider, willing to offer an automated attendant service Invite Automated Invite 200 Ok attendant 200 Ok

detector Extension detector Call transfer Assume a service provider, willing

13 Case study First step: Substrates publication and discovery SubP1 SubP2 SubP3 SubP5 Broker InfP PUT (announcement player) PUT (voice recorder) PUT (key detector) PUT (call transfer) GET announcement player: SubP1 voice recorder : SubP2 key detector : SubP3 extension detector : SubP4 call transfer : SubP4

(key detector) PUT (call transfer) GET announcement player: SubP1 voice

14 Case study Second step: Service creation and activation

15 Case study Third step: Service execution

Prototype Case study Automated attendant creation and provisioning All the substrates are offered by the same provider Software Tools IVR substrates Deployed on

16 Prototype Case study Automated attendant creation and provisioning All the substrates are offered by the same provider Software Tools IVR substrates Deployed on Virtualization a Cloud-proven virtualization platform REST Interfaces and Repository Implemented using jersey APIs (JSR 311) Deployed on server IVR Clients X-lite, a free SIP client

Virtualization a Cloud-proven virtualization platform REST Interfaces and Repository

17 Case study Platform GUI

18 Related work Cloud overall approaches E.g. Audio/Video conference application as a service IaaS approaches Virtualized infrastructure for Future Internet Infrastructure proposed for presence service Virtualized infrastructure for music stores 1. No Infrastructure with substrates that can be published, discovered and dynamically shared 2. No IVR features 3. No service composition Focus on the core infrastructure of the internet Publication, discovery and composition not addressed Deals with composition, but no details about publication and discovery No full-fledged cloud environment that enables the development, management and offering of the full range of IVR applications

infrastructure for music stores 1. No Infrastructure with substrates that can be published, discovered and dynamically shared 2. No IVR features 3.

19 Summary and future work Summary Proposed a novel architecture for a virtualized IVR infrastructure, including: A business model A virtualized IVR infrastructure An overall architecture that enables the reuse of substrates and the rapid development and management of new IVRbased applications

virtualized IVR infrastructure An overall architecture that enables the

20 Summary and future work Future Work Implementation of the activation phase for resource allocation and management Further research for moving applications other than IVR to the cloud Presence Audio video conferencing

management Further research for moving applications

A Virtualized Infrastructure for IVR Applications as Services

A Virtualized Infrastructure for IVR Applications as Services Christian Azar A Thesis in The Department of Electrical and Computer Engineering Presented in Partial Fulfillment of the Requirements for the