Emergency Call IP Phone Call Center Solution

Transcription

1 Emergency Call IP Phone Call Center Solution AddPac Technology 2013, Sales and Marketing

2 Contents Emergency Call IP Phone Call Center Network Diagram Emergency Call IP Phone Comparison Table AP-EIP100 AP-EIP90 AP-EIP80 AP-EIP70 AP-EIP50 IPNext600 IP-PBX PBX Solution for Call Center IP Phone Solution for Call Center Smart Attendant Console Solution for Call Center IP Voice Recording Solution Smart NMS Solution for IP Terminal Management 2

3 Network Diagram Tunnel 1 AP-EIP100 VoIP Packet Ethernet IPNext600 IP-PBX SMM (Smart Multimedia Manager) for IP-PBX Management Attendant Pi Private Network WAN Router LAN Voice, Calling Party Id, etc AP-IP300 IP Phone WAN Router Tunnel N AP-EIP100 IP Emergency Call Phone IP Voice Recording Manager IP Voice Recording System AP-NR5000 AP-SNMS (Smart Network Management System) 3

4 Emergency Call IP Phone Solution 4

5 Emergency Call IP Phone Comparison Table Model AP-EIP100 AP-EIP90 AP-EIP80 AP-EIP70 AP-EIP50 Service Features Duplex Full Duplex Full Duplex Full Duplex Full Duplex Full Duplex Key Pad 3x4 Key Support N/A N/A N/A N/A Handset Support N/A N/A N/A N/A Voice Codec G.711/G.726/ G.729/G.723 G.711/G.726/ G.729/G.723 G.711/G.726/ G.729/G.723 G.711/G.726/ G.729/G.723 G.711/G.726/ G.729/G.723 Signaling SIP SIP SIP SIP SIP Speaker Support Support Support Support Support Phone LAN Port PoE(Option) Support Support Support Support Support Application Indoor Outdoor(water Outdoor(water Outdoor(water Indoor resistance) resistance) resistance) 5

6 IPNext600 IP-PBX PBX Solution for Call Center 6

7 Network Diagram PSTN MG MG Media Gateway IPNext600 IP-PBX PBX Internet Branch A Branch B Branch C Branch D 7

8 Product Overview IPNext 600 Next Generation IP-PBX System SIP Application Server, Proxy, Registrar and Location Server Multiple ITSP Trunk with SIP & H.323 Accounts Support Dual System Redundancy Architecture Two(2) Fast Ethernet Interface / System High Performance RISC Architecture Powerful Network Protocols (PPPoE, DHCP, Static Routing, etc) IPv4/IPv6 Dual Stack RTP Proxy Function Embedded for Private IP and IPv6 Address Interworking User Presence Service Features for Smart Multimedia Messenger and Smart IP Phone IVR Scenario Editor, Voice Mail, Media Service (Coloring), Conference Firmware Upgradeable Architecture Smart Multimedia Manager for IP-PBX Management Smart Messenger Service (click to dial) for Unified Communication Smart NMS for Large Scale Deployment Advanced Voice QoS Mechanism Dual Redundancy Power Module 8

9 Hardware Specification IPNext 600 Next Generation IP-PBX System RISC CPU IPNext 600 Front Side CPU Utilization Network Utilization Display Display CPU Board (Hot-Swap) LAN1 for Active CPU LAN0 for Active CPU LAN0 for Standby CPU Hot-Swap Button LAN1 for Standby CPU 9

10 Hardware Specification IPNext 600 Next Generation IP-PBX System RISC CPU IPNext 600 Back Side Dual Power Supply Modules (Hot-Swap) Power On/Off Switch PSU Module A PSU Module B for System 10

11 System Redundancy Features IPNext 600 Next Generation IP-PBX System IPNext600 System Block Diagram IP Network (WAN) LAN0 LAN1 LAN0 LAN1 CPU Board (ACTIVE) Keep Alive Channel CPU Board (StandBy) 11

12 System Redundancy Features IPNext 600 Next Generation IP-PBX System Active Active Duplication Scheme Active Standby Duplication Scheme VRRP based Duplication Scheme Private IP Network Public IP Network First : CPU1 Secondary : CPU2 register CPU 1 is Down MG MG Media Gateway PSTN register register register Registration ITSP Softswitch (external trunk) CPU 2 is Active Active Standby Duplication Scheme (example) 12

13 IP Phone Solution for Call Center 13

14 IP Phone Comparison Table Model AP-IP300 AP-IP230 Spec. LCD Size 4.3 Inch Color LCD 5 Inch Color LCD Touch Screen N/A Support Speed-Dial Keys Voice Codec 25 Key with Presence LED G.711/G.726/ G.729/G.723 Touch Screen based 25 Keys G.711/G.726/ G.729/G.723 Signaling H.323/SIP H.323/SIP 3-Party Conversation Support Support LAN Port 2 2 PoE(Option) Support Support FXO(Option) Support Support 14

15 Smart Attendant Console Solution for Call Center (Option : Touch Screen) 15

16 Contents Overview Smart Attendant Console Structure Smart tattendant t Console System Diagram Smart Attendant Console System Configuration Smart Attendant t Console Automatic ti Call Distribution ib ti Smart Attendant Console Feature Smart Attendant Console UI Main Screen Feature Monitoring Screen and Feature Broadcasting Screen and Feature Fire Alerting Screen And Feature 16

17 Overview Support Efficiently Call Routing and Smart Presence Service Smart Attendant Console Function Support Call Routing Service Support Directory Search Support User Presence Information Support Phone Number Presence Information Interoperation with Directory and Smart Attendant Console Support Smart Call Control and Additional Service Control Support Longest Wait Time based Incoming Call Process Support Private Phone Book Support Drag and Drop Call Control Service Support Remote Broadcasting Control Feature 17

18 Smart Attendant Console Structure Queue Control Window Directory Window SSCP Adaptor Monitoring Window Call Control Window Session Event Manager SSCP Session Call Control LDAP Adaptor User Authentication SSCP Session Presence Manager LDAP Adaptor SSCP Session Smart Attendant Console Call Manager Presence Server 18

19 Smart Attendant Console System Diagram Smart Messenger AddPac IP-PBX SSCP Video Phone SSCP IP Network Smart Attendant Console SSCP SSCP 4000 SSCP AP-IP300 IP Phone IP Phone Smart Messenger 19

20 Smart Attendant Console System Configuration Single Monitor Mode Dual Monitor Mode 20

21 Smart Attendant Console Automatic Call Distribution Smart Attendant Console AddPac IP-PBX AP-IP300 IP Phone IP Network Smart Attendant Console AP-IP300 IP Phone Automatic Call Distribution - Longest Idle Time - High Priority - Sequential Smart Attendant Console AP-IP300 IP Phone 21

22 Smart Attendant Console Feature Smart Login Service User Login and Logout Feature Automatic Call Distribution Feature No Call Distribution Mode An Available Attendant Manually Answer a Call in the Queue Longest Idle Time Mode Call Manager Automatically ti Send a Call to Longest Idle Attendant t Preference Mode Call Manager Automatically Send a Call to High Priority Attendant Sequential Mode Call Manager Automatically Send a Call to an Attendant Sequentially 22

23 Smart Attendant Console Feature (cont.) Queue Call Control Feature Wait Time Based Call Answer Longest Wait Call Answer Show Incoming Call by Call Type Internal Call Show External Call Show Show All Call Display Call Status Icon for Waiting Time Call Busy, Call Wait Alerting, Call Wait Warning User Configure the Wait Status Time 23

24 Smart Attendant Console Feature (cont.) Additional Call Service Park Group Monitoring Show Park Group Call Status for All Park Group Show Detail Park Group Call List for Specify Park Group Call Group Park, Park Group Call Pickup Display Call Status t Icon for Waiting Time Call Busy, Call Wait Alerting, Call Wait Warning User Configure the Wait Status Time 24

25 Smart Attendant Console Feature (cont.) Additional Call Service Phone Book Feature Group Create, Modify, Delete Contact Add, Delete, Modify Common Feature Dial View Detail Contact Information Send Dial, Send Using Phone Book Private Contacts Managing g Feature Detail Contact Information View Support Emergency / Night Mode (ToDo) o) Configure Emergency Voice Content and Enable/Disable Emergency Mode Enable/Disable Night Mode 25

26 Smart Attendant Console Feature (cont.) Directory Search Service User Search Feature Various Search Options First Name, Last Name, Department, Phone Number Search User Presence Status View PC Online, Phone Online, PC-Phone Ph Online Working, Away, Absence Be In Conference, Call Busy Interoperate with Directory Search User Information Double Click Call Dial and Manual Call Dial Drag and Drop Call Transfer and Manual Call Transfer Dynamic Conference 26

27 Smart Attendant Console Feature (cont.) Monitoring Presence Service Support Monitoring Group Add, Modify, Delete Monitoring Group and User Add Group from Public Contacts Phone Presence Status Online, Working, Away, Absence Be In Conference, Call Busy Display Call Information Caller Name, Phone Number Phone Type (Phone, Mobile), Call Type (In/Out-Bound Call) Display Call Status Icon for Waiting Time Call Idle, Call Busy, Call Wait Alerting, Call Wait Warning User Configure the Wait Status Time 27

28 Smart Attendant Console Feature (cont.) Broadcasting Service Support Broadcasting Control Feature Easy to Start/Stop Broadcasting Show Broadcasting Group Status Set Broadcasting Volume Support User Friendly Design Fire Alerting Service Automatic Fire Alerting Broadcasting Show Fire Alerting Status 28

29 Smart Attendant Console Login A E B [Figure 3] C [Figure 1] Attendant Console Login [Figure 1] shows the login picture of smart attendant Console program. E of [Figure3] is ICON of Smart Attendant Console Program. D When program is started initially, user should set the network configuration parameter such as IP address, Port number of Presence Server.[Figure2] [Figure 2] After inputting ID and Password, press the login button 29

30 Smart Attendant Console Main Screen Feature B A A Part Incoming Call Process Part Show Incoming Call Status Display Call Status by Wait Time Icon Support Call List View Option Internal Call View External Call View All Call View Call Answer by Wait Time Call Connect to Attendant Using B Button 30

31 Smart Attendant Console Main Screen Feature (cont.) B B Part Additional Service Run Part Service On/Off Button Configuration Button Monitoring Screen Run Button Phone Book Button Directory Refresh Button Program Arrange Layout Button C Part Call Control Connected Call Control Soft-Key Support Dynamic Soft-Key Input Dial Number and Dial C 31

32 Smart Attendant Console Main Screen Feature (cont.) DPart Directory Search Part Provide Various Search Options First Name, Second Name Department Phone Number Support User Presence Service Interoperation with Directory Search User D 32

33 Smart Attendant Console Main Screen Feature (cont.) E EPart Park Group Management Part Show Park Group Call Status Show Detail Park Group Call List Support Group Park, Group Park Call Pickup 33

34 Smart Attendant Console Main Screen Feature (cont.) FPart Phone Book Management Part Group Create, Modify, Delete Contact Add, Delete, Modify Common Feature Dial View Detail Contact Information Send Dial, Send Using Phone Book Private Contacts Managing Feature Detail Contact Information View F 34

35 Smart Attendant Console Monitoring Screen Feature A Part A B Monitoring Department Control Part Provide Select Monitoring Group Button Add, Modify, Delete Monitoring Group and User B Part Monitoring User Part Provide Various User Presence Status PC Online, PC-Phone Online, Phone Online Offline, Away, Absence Be in Conference, Call Busy Support Drag and Drop Call Transfer 35

36 Smart Attendant Console Broadcasting Screen Feature A AP Part Broadcasting Status Part Show Group Broadcasting Status B Part Broadcasting, Idle, Other Service Broadcasting Control Part Broadcasting Start/Stop Button Chime Bell Play Button Volume Control Button B 36

37 Smart Attendant Console Fire Alerting Screen Feature A Part Fire Alerting Part Automatic Fire Alerting Broadcasting Show Fire Alerting Status A 37

38 IP Voice Recording Solution 38

39 Contents IP Voice Recording Servers Network Diagram for Voice Recording SIP Voice Call Flow Diagram Smart Digital Voice Recording Management Program 39

40 IP Voice Recording Server AP-NR

41 Product Overview AP-NR5000 IP Voice Recording Server IP based Voice Recording Server Linux Operating System Powerful Management and User Friendly Features High-performance Voice/Video Recoding Service External IP Phone (AP-IP300, AP-IP230, etc) Interworking Support Firmware Upgradeable Architecture One(1) 10/100/1000Mbps Gigabit Ethernet Interface Up to Five(5) 3.5Inch SATA Hard Disk Interface Support USB Interface Support 41

42 Hardware Specification AP-N5000 IP Voice Recording Server High Performance Computing Power Main Processor Board Network Interface One(1) 10/100/1000Mbps Gigabit Ethernet Video Output Interface RGB Video Output USB 2.0 Interfaces for Mouse, Keyboard, etc Hard Disk Board Module Type Design Up Five(5) Hard Disk Slots 10~20 Tera HDD Capacity Power Supply Dual Power Supply for Power Redundancy Module Type Power Supply 42

43 Hardware Specification p AP-NR5000 IP Voice Recording Server AP-NR5000 Front Side RGB Interface USB Interface for Mouse, Keyboard, etc Gigabit Ethernet Interface HDD Access Indication LAMP Processor Board Hard disk Board 43

44 Hardware Specification p AP-NR5000 IP Voice Recording Server AP-NR5000 Back Side Cooling FAN Power ON/OFF Switch Power Input Power A Power B 44

45 IP Voice Recording Server AP-NR

46 Product Overview AP-NR3000 IP Voice Recording Server IP based Voice Recording Server Linux Operating System Powerful Management and User Friendly Features High-performance Voice/Video Recoding Service External IP Phone (AP-IP300, AP-IP230, etc) Interworking Support Firmware Upgradeable Architecture One(1) 10/100/1000Mbps Gigabit Ethernet Interface One(1) DVD Writer for Audio File Backup Up to Four(4) 3.5Inch SATA Hard Disk Interface Support USB Interface Support (Front Side, Back Side) 46

47 Hardware Specification AP-N3000 IP Voice Recording Server High Performance Computing Power Main Chassis Network Interface One(1) 10/100/1000Mbps Fast Ethernet Video Output Interface HDMI, DVI,RGB Video Output USB 2.0 Interfaces for Mouse, Keyboard, etc One(1) DVD Writer for Video File Backup Up to Four(4) Hard Disk 47

48 Hardware Specification AP-NR3000 IP Voice Recording Server AP-NR3000 Front Side Cabinet Open Key USB Interface Power & HDD Access Indication LAMP 48

49 Hardware Specification AP-NR3000 IP Voice Recording Server AP-NR3000 Back Side Power Input Power ON/OFF Switch Audio In/Out USB Interface for Mouse, Keyboard, etc Video Output HDMI,DVI, RGB Out 49

50 Network Diagram for IP Phone Recording Tunnel 1 Attendant 1 AP-EIP100 IPNext600 IP-PBX 10/100M [Ethernet] [Ethernet] AP-IP300 Tunnel 2 AP-EIP100 Attendant 2 10/100M LAN, WAN [Ethernet] [Ethernet] AP-IP300 Tunnel N Center AP-EIP100 10/100M [Ethernet] RTP Media( Voice) SIP Signaling IP Voice Recording System IP Voice AP-NR5000 Recording Manager 50

51 SIP VoIP Call Flow Tunnel AP-EIP100 LAN, WAN Attendant Recording Center 10/100M [Ethernet] [Ethernet] [Ethernet] (No.1000) IPNext600 (No.2000) AP-EIP100 IP-PBX AP-IP300 AP-NR5000 Invite 1. Visitor Push to Call Button (Dialing to Call Center) 100 Trying 180 Ringing 200 OK Invite 100 Trying 180 Ringing g 200 OK 2. Talk to Visitor RTP Session Recording Start (Calling Party, Called Party, etc) RTP Calling Party :Voice Called Party : Voice Recording Stop 51

52 Smart DVoiceR R Manager 52

53 Smart DVideo door phoner Management Program Call History Management (search/modify/delete/save) Media Play Management (Play/Stop/Seek/Pause) Live Call List Management, Live Call Monitoring Local Backup (File Manager Support, PC HDD, DVD) and Local Play User Management (registration/modify/delete/search) Server Status (CPU/Memory/HDD) & Event Monitoring Recording Source Management (Video Phone, etc) Live Recording Board 53

54 UI example (recording file search..) Recording File Search Result Calling Number Called Number Recording Start Time Calling Num 9000 Recording End Time Duration (sec) Search Play Powerful Recording Search * calling number * called number * date * call identifier, etc /03/17 09:50: /03/17 09:51:45 60 Play Recording Play /03/18 09:00: /03/17 09:00:45 33 Play /03/18 10:50: /03/17 10:55: Play /03/18 15:12: /03/18 15:12:13 10 Play /03/19 01:10: /03/19 01:11:10 47 Play [1] [2] [3] [Next] Backup Calling Number : Video Door Phone Called Number : Video Phone (attendant) Recording Backup * selected files from recording server to PC storage 54

55 Login Auto Login Configuration Password Save 55

56 User Management New Manager Registration Manager Information Modification Manager Delete 56

57 Recording Server Status Monitoring Client List 57

58 Recording File Management (Recorded File Monitoring (play/seek/pause/resume/stop)) Memo Save 58

59 Recording File List Save (Excel File Format) 59

60 Recording File Waveform Analyzer Calling Party Waveform Play List (PL) Called Party Waveform 60

61 Recording File Waveform Analyzer (Repeated Play) Repeated Play Region Current Position Bar 61

62 Recording File Waveform Analyzer (Bookmark Play) Bookmark Set Bookmark Modify Play at Bookmark Position Bookmark Delete Bookmark bookmark k 설정 Bookmark List 62

63 Recording File Waveform Analyzer (Column Side Zooming) Scroll Column Zoom Out Column Zoom In 63

64 Recording File Waveform Analyzer (Row Side Zooming) Scroll Row Side Zoom Out Row Side Zoom In 64

65 Recording File Waveform Analyzer (Region Zooming) Region Zooming 65

66 Recording File Waveform Analyzer (Call Info. Display) 선택영역 확대 Call Info. Display Original View Mode 66

67 Live Call Recording List and Monitoring i Current Call List Display Live Play List Update Time 67

68 Event Management (Configuration) Server IP address Event Port Number Realtime event level Setting Event logging level Setting Event level Configuration Sound Play On/Off at Server Emergency Event Occurring 68

69 Event Management (Monitoring) Event level Configuration Window Event Display Window Event Receiving Pause Event Display Window Clear 69

70 Event Management (System Monitoring) 70

71 Event Management (Event History) Event Search Time Setting Event category Search Condition Setting 71

72 Recording Board Management (Call User Registration) Call User List Import New Call User Registration 72

73 Recording Board Management (Call Group Registration) New Group Registration Call User Selection in Group 73

74 Recording Board Management (Background Image (MAP) Selection) Map Open New Map Registration Map Delete Map Configuration 74

75 Recording Board Management (Layout Configuration) Map Configuration Map mode를 아래2가지 중에서 선택 Icon User Setting Call Connection Time Setting 75

76 Recording Board Management (Live Monitoring) Map Configuration (edit) Map Information Save Dynamic Call Status Display (Icon Color) Call Status Display Call Connection Time Icon Display 76

77 Recording Board Management (Call User Insert/Remove in MAP) Call User List Display ON/OFF Call User Insert/Remove in MAP 77

78 Recording Board Management (Background Image Loading) New Background Image Registration New Image Explorer 78

79 Recoding Board Management (Call User Registration in Background MAP image ) Background MAP image (Call User Registration) 79

80 Smart File Manager (Login) 80

81 Smart File Manager (Recorded Call List Search) Search List (Server) Status Display Search List (Local) 81

82 Smart File Manager (Configuration and Search Filter) 82

83 Smart File Manager (Call List Properties) 83

84 Smart File Manager (Server to Local Backup) 84

85 Smart File Manager (Periodical Backup) 85

86 Smart NMS Smart Network Management System 86

87 Contents System Requirement Smart NMS Networking Diagram Web-based Management Network Resource Management Device Fault Management Device Fault History Management Device Status Information Notification Management Fault Statistics Model & Service Management 87

88 System Requirement NMS Server OS : RHEL (Redhat Enterprise Linux) 5.0 or higher CPU : Quad-Core 2.0 GHz / 1333MHz FSB 2x4 MB cache Physical Memory : 4 GB HDD : 300 G JRE (Java Runtime Environment) or Higher Database : PostgreSQL NMS Client Windows XP, Vista, Windows Server 2000/2003 Microsoft Internet Explorer 6.0 or higher 88

89 NMS Networking Diagram NMS systems NMS manager alarm lamp e- mail status monitoring outage notification statistics report generation& printing SMS visible & audible for outage NMS manager #1 Repository (Database) NMS Server NMS manager #2 subnetwork Site-Branch #1 PING ( ICMP) PING ( ICMP) SNMP GET Site- Branch #2 SNMP Trap PING ( ICMP) SNMP GET SNMP Trap SNMP GET SNMP Trap Site-HQ Area - A Area - B Area - C 89

90 Web-based based Management Easy Access via Web browser Microsoft Internet Explorer 6.0 or higher compatible Version Control Automatic version check New version software download feature UI control User friendly GUI management 90

91 Version Control Automatic version check New S/W version update 91

92 Web-based based Login 92

93 Network Resource Management Network resource management with hierarchical structure Role-based resource management for each administrator manage the complex network with a structured, hierarchical form can assign the hierarchical node to the operator and manage role-based policy can cooperate with the application executables such as SMM 93

94 Device Fault Management Centralized fault summary information in main window Display current fault device through tree view Notify administrator with detailed fault information Provide device availability information for 24hrs 94

95 Device Fault Management main window site device fault summary device fault summary for category (classification) current device fault list with hierarchy view overall total device fault statistics current device fault event message are shown as below 95

96 Device Fault Management display message icon when the device have a notification for event device status matrix with several severity such as critical, major, minor * severity color 1) red : critical 2) orange : major 3) light blue : normal 96

97 Device Fault Management device status matrix with small view mode 97

98 Device Fault History Management Provide both summary view and detailed event message Can Write troubleshooting job note for each event manually Administrator can query for a history fault with search condition Each fault is related to the several raw events 98

99 Device Fault History Management daily fault event summary statistics information detail fault event history list up with filter condition (advanced d search) 99

100 Device Fault History Management Can write troubleshooting note if needed 100

101 Current Device Fault (Outage) Display the current all device faults Can view the event data related to the current device fault and can write troubleshooting note if needed d 101

102 Device Event History Can view all events for devices with search condition summarize daily event statistics data 102

103 Device Status Information System Performance Information (CPU, HDD, Memory, ) Provide device current service status (up/down) Provide device main status t (max value vs current value) Display Graph Series with System Performance Information Monitor Main Status Flow with System Monitoring View 103

104 Device Status Information 104

105 Device Status Information performance analysis graph for last 24 hours 105

106 Device Status Information performance monitoring with proper time interval 106

107 Notification Management Notify administrator for important event such as critical device fault when proper action needs Provide several notification channel such as SMS, , alarm lamp Notification channel configuration for each event Manage notification with device category such as Server, Terminal, PC, etc Provide Alarm with audible (play sound), visible (alarm lamp) form 107

108 Event Notification Management apply notification policy with eventbased filter (example : notify me when network link of device is downed through SMS, ) specify category when each event occurs describe notification message content for e- mail or SMS 108

109 Event Notification Management define notification channel such as , sms, or alarmlamp 109

110 Event Notification Management user account (administrator) setting for SMS, Notification or specify address or SMS phone number 110

111 Configuration global notification channel configuration 111

112 Audible & Visible Alarm notify operator (or administrator) 1. Alarm lamp blink (on&off) (visible) 2. play alarm sound (audible) can synchronize with alarm lamp equipment 112

113 Fault Statistics analyze for a fault event with graph and detailed list data Report form generation and print out for statistics result 113

114 Fault Statistics display graph for fault statistics with various search condition display detailed data for fault statistics 114

115 Fault Statistics Report Generation report generation for fault statistics and print out the result 115

116 Model & Service Management Define new model with provided template image & properties Customize data collection with standard protocol such as TCP, SNMP 116

117 Device Model Management manage device model with various properties such as model image model image repository for selection 117

118 Service Definition define the service for data collection, current status with standard protocol such as TCP or SNMP 118

119 Thank you! AddPac Technology Co., Ltd. Sales and Marketing Phone (KOREA) FAX (KOREA) [email protected] 119