TT103: All About VOIP. Presenters. Agenda 9/30/2009. Martin Ostensen Legal Aid Alberta. William H. Guyton, Jr. Legal Services Alabama

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1 TT10: All About VOIP September 0, 200 Presenters Martin Ostensen Legal Aid Alberta William H. Guyton, Jr. Legal Services Alabama Rachel R. Medina LSNTAP Agenda What is VoIP? Planning, Preparation and Implementation: Advice from Legal Aid Alberta - A Project-in-Process Lessons Learned (What NOT To Do): Alabama s Case Study 1

2 WHAT IS VOIP? Voice Over Internet Protocol Put simply, VoIP is: the ability of sending Voice (Telephone Calls) over the same data network that is used by our computers and the internet This can mean lots things these days Cheap Long distance Smart PBX solutions Voice communications Telephony Applications End Point Connectivity All of the above Existing eatures Caller ID Blacklisting Call Waiting Call Transfer Call Conferencing Conference Center/Bridging Do-Not-Disturb Call orwarding Unconditional Busy No Answer Call Parking Call Detail Reporting Dial by Name Directory Interactive Voice Response Time Condition Call Routing Call Queuing Call Back Hold Music/Recordings (MP) Application Integration Extended Call Reporting DISA (Direct Inward System Access) Dictation ollow Me Paging/Intercom Ring Groups Graphical Call Manager Day/Night Controls 2

3 Data Connectivity School Bus vs Porsche VoIP requires little bandwidth VoIP requires very high quality low latency bandwidth Quality bandwidth can be delivered over various connection types and vendors DSL Cable T1 iber Deliverable Quality can vary greatly among vendors Read contracts carefully, ensure specific performance SLA Voice Applications Examples of Voice Applications Voice Mail Interactive Voice Response Dictation What s possible Attorney Client Message Pickup Attorney Client Call Scheduling Analog Telephone Service Model Client Legal Aid Program Office Administration Intake Attorney Telephone Company

4 G H I J K L 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES J K L G H I 8 0 # 02 SERIES J K L G H I 8 0 # 02 SERIES J K L G H I 8 0 # 02 SERIES G H I J K L 8 J K L G H I 8 0 # 0 # 02 SERIES 02 SERIES J K L G H I 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES J K L G H I 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES /0/200 Key Based Phone Systems Client ( Analog Lines) Legal Aid Program Office Key Based Phone Switch Line Line Line Telephone Company PBX Multiline Phones Digital PBX Phone Switch Legal Aid Program Office Client Digital Trunk (PRI) VoIP/PBX Phone System Line pool On and on. Extensions Telephone Company VoIP/Digital Phone Switch Client Legal Aid Program Office Digital Trunk (PRI) Network Telephone Company (Local Rate Center) ` PC Softphone Data Servers (Integration) VoIP Trunk Data VoIP Provider (Bandwidth.com) (Multiple of Rate Centers) Legal Aid Program Remote Office Internet VPN VoIP Trunk Remote Users ` VoIP Trunk Data Data VoIP/PBX Phone System Data Line pool On and on. Extensions VoIP/PBX Phone System Softphone Voip Endpoint

5 G H I J K L 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES G H I J K L 8 0 # 02 SERIES /0/200 Existing Investment? Already invested in a phone system how will this help? VoIP Trunk Internet VoIP Provider (Bandwidth.com) (Multiple of Rate Centers) Digital Trunk (PRI) Digital Trunk (PRI) VPN Remote Users ` Softphone Voip Endpoint Analog/PRI Telephone Company (Local Rate Center) Existing Phone System On and on. VoIP Trunk Trixbox XO/XS Card T1 PRI Interface Analog/PRI/Voice VoIP Trixbox or VoIP system in Other Legal Aid Program Call Center (Multi Office) Conference Center eatures PLANNING, PREPARATION AND IMPLEMENTATION What is the need? Due Diligence Vision, Mission Business Priorities and Objectives Success Measures 5

6 Business Objectives example Rewrite of business systems design and changing workflow Telephony integration with data systems Web functionality (movement to self-service channel options) Perceived as client advocates; conduits to other agencies Movement away from decentralization Greater consistencies in approach and process Convergence Some factors that came together Recognition - telephony required improvement inancial timing we had funding Demonstrated excitement over industry technology advancements, i.e. VoIP Corporate project team formed with the view to improve client service delivery Our Approach Client Service Experience BP s for unctional Areas Holistic Approach

7 Our Approach People Overall Performance Process Our Approach Reviewed and assessed all operational activities & ALL functional areas, as they relate to a contact centre business documentation (reports, procedures, manuals, plans) ACD system reports Present technology Met with key client stakeholders (internal departments - Recoveries, staff law offices LO and YCDO) Observed the overall environment Staff handling telephone calls & working with applications Reception & Intake LAO LRO staff lawyers Examined interdependencies between functional and program areas Our Approach Discussed findings with key stakeholders Analyzed findings Developed and presented recommendations

8 Scope unctional Departments/Programs included in review: Client Services Calgary & Edmonton Regional offices Communications Department Corporate Services including Taxation, HR, Recoveries Program Services: Alberta Law Line (ALL) amily Law Office (LO) Youth Criminal Defense Office (YCDO) Conclusion Then Current State LAA & ALL meet the basic requirement of the strict definition of a call centre, i.e., single point of inbound contact. Many of the basic contact centre operating principles/disciplines are not in place. Having the right skills and resources in the right place, at the right time with quality. ICMI, Brad Cleveland Impact of indings on Priority: Strategy and Overall Operation We looked at: Client Eligibility LAA Culture Training & Development Client Service Experience 8

9 Impact of indings on Priority: Impact of indings on Priority We also looked at: People Process Awareness, Contact, Application Connection to Service, Continuous Quality Improvement Performance Management Internal Communication Technology Client Experience Recommendations ully exploit use of telephone through routing & resource strategies Execute performance management & measurement processes Improve client service access via multichannel options

10 Profile of Best Practice Organizations Know their clients Understand clients deeply Identify and anticipate client s moments of truth Calls are routed to the right person at the right time Anticipate, address, and avoid critical issues Measure, monitor, and improve what matters to clients Consistent and seamless branded experience Employees work together to streamline clients interactions with the organization Strive for singlecontact problem resolution Recommended Phased-Approach for Long-Term Client Service Centre Client access: single, provincially-shared 1-800# with IVR functionality Additional contact channels In-Person Appointments Walk-In Support Initial eligibility screening Application intake Provisioning of in-person appointments in addition to current referrals through all contact mediums Reception continues to support walk-in clients with general administrative support Ideal long-term state is appointment only Others uture State Monitor queue in real time Implement online workforce management Implement a Reg. Admin. position with expertise in call centre operation Effective managerial reporting Staff directory readily available uture State Balance operational performance with quality of service 10

11 Performance Management Voice ax Web Performance Objectives Performance Management Model quantitative qualitative Recommendations: Business Processes (Contact/Call Handling) Restructure the call flow client centric appropriate skill set Increase accessibility Benefits: Improve client service/quality Establish a scalable business model Technology Review Current State 11

12 Recommendations Call management system for all business units Optimize menu trees Additional queues for high traffic areas VoIP to enable additional regional resources Secure, remote access capabilities Home agent assessment Dynamic Contact Centre solution Robust IVR (consider voiceenabled) Enhanced targeted routing strategy ull queuing capacity QA/QM call monitoring solution CTI enabled desktop/telephony Enhanced reporting, historical and real time On-line workforce management solution Multi media contact management Specific solution - Cisco Cisco IPCC 12

13 Highlights of the IPCC System Integrated solution IVR, ACD, CTI, Outbound Multi channel interaction capabilities. Multi site intelligent routing. Robust reporting from the system level to the agent level. Complete scalability to manage growth. Highlights of the IPCC System Real time and historical reporting VoIP ready Single provider of technology. Premise based solution. LESSONS LEARNED: ALABAMA S CASE STUDY 1

14 Program History Three Alabama programs merged Technology outsourced Hired late ebruary 2005 months later, August 2 Voice mail server dies (abort, retry, fail?) Katrina 0 days E.D. says we need to have a disaster call center up and taking calls in the next 0 days. 1

15 lexibility Given the 0 day time frame to go live no major PBX vendor would commit. Nortel Avaya LSA was looking for a system that allowed for flexibility that didn t cost in the figures and could be working in 0 days. Software IP PBX was the solution. But which one? And of what type? Core Concept When your phone system is done in software, your voice system becomes an application. Options Roll your own solution: All in one, software PBX in one server/framework Compile or ISO distro Build each part Outsource, hosted VoIP Buy off the rack 15

16 Many options reeswitch openpbx openser Off the shelf options: onality Hosted: Qwest Onelex ISO s asterisknow! Trixbox and others LSA went with What is Asterisk? Wikipedia Asterisk What is Asterisk? Complete IP PBX in software Multi platform (Linux, BSD, OS X, Solaris) Open source (GNU General Public License) Modular, broad hardware and protocol support (H.2, SIP MGCP, SCCP) Community Paradigm Shift 1

17 Who is digium? or profit company Based in Huntsville, Alabama Sells hardware, software, training and support services for Asterisk. Digium LSA Call Center Design: Disaster Hotline v1.0 our locations: Huntsville office, Montgomery office, Partner with Cumberland school of law, Samford University, Birmingham and Mobile, located in the same building as the Mobile office. Server in each location DSL for the WAN analog Wildcard 800 number with 5 analog numbers in the hunt group in Montgomery LSA Call Center Design : Disaster Hotline v1.0 Queue in Montgomery, agent ID s with penalty to support ringing the intake first, paralegal second, call transfer to attorney. IAX2 over DSL WAN, 11 on local POTS. Cisco unified IP Phone 0 with SIP loaded. 1

18 Central, Montgomery, DCC : Disaster Hotline v1.0 Remember the dead voice mail server? Replaced the Central and Montgomery offices year old NEC PBX, and the voice mail server. Plus, added the disaster hotline. The five DID numbers in the hunt group where donated by LSA staff. LSA Disaster v1.0 cost White box server, RAID 0 $~800 port analog Wildcard $~5 Cisco phones, SIP load and config $~25 Testing and configuration $~80/hour DSL $~80 =$5,00++ LSA Disaster v1.0 DSL broadband, static IP, adsl cheap sdsl expensive. No QoS, packet loss, bandwidth saturation and jitter. Rhino channel bank 18

19 LSA Disaster v2.0 WAN upgrade to public frame DIA 1.5Mb/sec Load balanced DIA and DSL, irewall, routing and failover using Juniper Netscreen 5GT. Added Spanish hotline to disaster hotline extended hours, introduced IAX soft phones LSA Disaster v2.0 costs DIA WAN $~25-525/month Netscreen $~800 Netscreen 25 $~2500 =$825++ LSA Disaster v.0 Private 1.5Mb/sec private point to point from Montgomery to each call center. QoS and control from end to end. Switched from POTS to digital local and LD PRI s Dedicated call center network server Added Elder hotline and centralized intake 1

20 LSA Disaster v.0 cost Private P2P $~00/month (x) Routers $ Local and LD PRI $ =$ ++ LSA VoIP v.0 WAN upgrade to 1.5Mbit/sec MPS statewide (fully meshed) Dynamic T in small offices Digital PRI and MPLS in larger offices ixed cost intra office calls Least cost routing LSC Performance Criteria April 200 Are intake, case management, statistics, production of routinized legal work, legal research, document assembly, and inter- and intra-office communications thoroughly integrated with the program s telephone and computer system? 20

21 CTI What is computer telephony integration? Wikipedia CTI at LSA Softphone USB headset Broadband Internet access IAX2 protocol iaxcomm About Kiax Kiax.org Why IAX vs. SIP? CTI at LSA IM, Wildfire, Spark and Igniterealtime Unified Messaging Wikipedia Asterax Visualization and Asterisk metrics LSA call center network Portal 21

22 Don t forget to complete our survey THANK YOU Rachel R. Medina Training Coordinator LSNTAP Martin Ostensen Legal Aid Alberta William. Guyton, Jr. Legal Services Alabama 22

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