Netw ise. Mobile and w eb text com m unication. NFTH W orkshop, Reykjavik May Be t here, everywhere. wise. se

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1 Netw ise Mobile and w eb text com m unication NFTH W orkshop, Reykjavik May

2 Text and voice over I P: m obile and w ebb Focus 1. Central platform with gateways 2. Types of calls with web and mobile based clients 3. Voice Carry Over and Hear Carry Over

3 A B C D E F G H SELECTED ON-LINE Platform set up during the trials Text Relay Service Telephone Network Internet Web Client (text and voice) Downloads via the web Textphone Gateway for text and voice Marvin MMX server MTX client GSM/3G Text

Client (text and voice) Downloads via the web Textphone

4 W eb client Sum mary ¾ Register and log-in ¾ Feat ures ¾ Types of call: textphones and m obile text client Com m unication ¾ Character-by-character in real tim e ¾ Text and voice

5 Mobile text client Sum mary ¾ Register and log-in ¾ Feat ures ¾ Types of call: textphones and m obile text client Com m unication ¾ Word-by-word or chat ¾ Text

6 Traditional textphones Sum mary ¾ Text and voice (VCO, HCO) ¾ Types of call: web client and m obile client Com m unication ¾ Character-by-character in real tim e ¾ Voice (VCO, HCO)

7 Pilot test Types of calls ¾ Web < < > > web ¾ Mobile < < > > m obile ¾ Web < < > > m obil ¾ Web > > textphone ¾ Mobile > > textphone

8 MMX MultiMedia exchange Background inform ation and current installations NETW I SE I N SW EDEN wisecorp.com

9 MMX at a glance MMX ISDNvideophone Textphones Multimedia services (relay, e-learning, Interpreters, etc.) Mobiles GSM/GPRS,3G Video and text gateways Telephones SIP-video, text and voice

10 Technical overview Server: ¾ MMX is a platform for multim edia services. ¾ Build using a Java applicat ion server ¾ A complete multimedia soft switch for voice, video and text ¾ The VoI P protocol used is SI P and H.323. Client: ¾ Java multim edia client ¾ Web- based client ¾ Mobile text client ¾ OR any SI P or H.323 phones or videophones Gateways: ¾ Radvision (I SDN, 3G, video and voice) ¾ Cisco (V.21 textphones, VoI P) ¾ Eicon (V.18 textphones) ¾ Ericsson ( 3G)

11 Call center features 9 Call distribution (ACD) 9 One platform < > several services (skills-based routing) 9 I nform ation to call centre agents 9 Can be integrated into the organisation s PBX 9 Charging and statistics (CDR) 9 Call centre m anager

to call centre agents 9 Can be integrated into the

12 Virtual m ultim edia call centre Web client, videophones (SIP/H.323) Service 1 Telephone network (PSTN, GSM, UMTS) Internet Internet gateway Agent - service 2 (home office) Service 2 Customer support

13 MMX installations ¾ DK: TDC Relay services ¾ SE: Eniro, National Labour Authority, National Authority for Special Schools, County Governm ents of Örebro and Stockholm ¾ FI : Novacall Relay services ¾ ES: Am ena ¾ UK: Brist ol Universit y, ProVu New Project 2005 ¾ National Post and Telecom Agency internet-based text services, replacem ent of old t ext phones.

Relay services ¾ ES: Am ena ¾ UK: Brist ol Universit y, ProVu New Project 2005 ¾ National

14 Custom er: Sw edish Video Relay Services Financed by the National Post and Telecom Agency SIP videophones 3G Mobile Telephone network PSTN/ISDN/GSM UMTS MMX Web client Internet Radvision/3G Sign Interpreter ISDN videophone Radvision/ISDN Marvin MMX Intranet

Telephone network PSTN/ISDN/GSM UMTS MMX Web client Internet

15 Custom er: Am ena Second largest 3G and internet operator in Spain: over 16 million customers 3G Ericsson s VIG Download: amenavideo.exe Video and audio Dowload Stand-alone client

16 Custom er: Sw edish Authority for Special Schools 250 PCs are logged in during a normal day, making external calls/year - Videophone via the web 600 Videophones at schools Virtual multimedia PBX 6 schools, dorms, offices 38 addresses Telephone network Textphones Internet Marvin MMX Relay services

se: - Videophone via the web 600 Videophones at schools Virtual multimedia PBX

17 Custom er - MMX platform in Örebro: Self- services and services- on- dem and Mobil text phone 3G phones Telephone network PSTN/ISDN 3G Gateways textphone Internet SIP videophones : 65 clients - Target 2006: 500 clients ISDN videophone Marvin MMX Internet/Intranet Relay services (text and video) DATABASE

Internet SIP videophones - 2005: 65 clients - Target 2006: 500 clients ISDN

18 Custom er: Text relay services in Denm ark Call centre for text relay services ( calls/year) Integrated with TDC Directory Assistance Internet PSTN Textphones/ WEB client Relay services PC Marvin MMX Ericsson/OPS Mobilephone (Java enabled)

000 calls/year) Integrated with TDC Directory Assistance

19 New services w ith MMX The following new services are currently being discussed with custom ers in Sweden: ¾ I nterpreters for m inority languages ¾ Governm ent authorities web assistance for filling out form s, etc. ¾ Telem edicine

nterpreters for m inority languages ¾ Governm ent

20 Contact inform ation Thor Nielsen Manager, Business Developm ent Tel Mobile t hor.nielsen@net wise.se wisecorp.com

White Paper Integration of TTY Calls into a Call Center Using the Placeholder Call Technique Updated: February 2007

Overview of Call Centers White Paper Integration of TTY Calls into a Call Center Using the Placeholder Call Technique Updated: February 2007 All organizations have a phone system, but a call center has