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Methods for building customer confidence in VoIP Systems

Methods for building customer confidence in VoIP Systems. Richard Whitehead CTO, Clarus Systems, Inc. Agenda. Customer Confidence What kinds of apps are being developed? Architectural Considerations What APIs to use? Verify What You’ve Built. Customer Confidence. Customer Confidence.

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Methods for building customer confidence in VoIP Systems

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  1. Methods for building customer confidence in VoIP Systems Richard Whitehead CTO, Clarus Systems, Inc.

  2. Agenda • Customer Confidence • What kinds of apps are being developed? • Architectural Considerations • What APIs to use? • Verify What You’ve Built

  3. Customer Confidence

  4. Customer Confidence • IP Telephony is “new” • Perceived reliability of TDM is extremely high • Telephone systems are “mission critical” • PBX based applications increase NPV

  5. Good News • VoIP Equipment has a head start…

  6. What Kind Of Apps? • Telephony • Basic calling features

  7. Market data: IP Telephony ‘gaps’ Source: Sage Research, Cisco Systems (2/03)

  8. What Kind Of Apps? • Telephony • Basic calling features • “Gap closers” • Basic Productivity Apps • Directories, Paging etc. • Major Business Applications • Hospitality • Hospitals

  9. Steps to confidence • Plan for acceptance • Prove it does what you said • Prove it works • Basic Functionality • Performance • And when it breaks… • Prove you know why

  10. Define Tests Articulate the Successful Outcome that will serve as criterion for engagement completion Perform Tests Dialtone Dial Plan Call Completion “Features” Applications Utilize Test Automation tools to speed and document process Acceptance Planning Source: Customer Advocacy, Cisco Systems, Inc.

  11. Acceptance & Certification

  12. Management Solutions - Server • Systems Instrumentation • Syslog/Perfmon • Requires discipline & structure • SNMP / WEBM / DMI • MSFT “Back Office” • Ubiquitous • Cheap • De-facto • Limited “Visibility” • Much of the value in interpretation

  13. Management Solutions - App • Application Instrumentation • Syslog/Perfmon • Needs supporting apps • Proprietary Logs/Proprietary API • Can use XML!* • DTMF Schema? • PBX yes, but apps? • Passive • High Performance • Comprehensive • Inconsistent

  14. *XML API Example POST /CCMApi/AXL/V1/soapisapi.dllHost: axl.myhost.com:80Accept: text/*Authorization: Basic bGFycnk6Y3VybHkgYW5kIG1vZQ==Content-type: text/xml Content-length: 613 <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2000/10/XMLSchema-instance" xmlns:xsd="http://www.w3.org/1999/XMLSchema"> <SOAP-ENV:Body> <axl:getPhone xmlns:axl="http://www.cisco.com/AXL/1.0" xsi:schemaLocation="http://www.cisco.com/AXL/1.0 http://gkar.cisco.com/schema/axlsoap.xsd" xsi:type="XRequest" sequence="1234"> <phoneName>SEP222222222245</phoneName> </axl:getPhone> </SOAP-ENV:Body> </SOAP-ENV:Envelope>

  15. Application Test Solutions • Active Test • Synthetic Transactions • Proactive Availability • Good for “confidence” • Established Discipline • Recommend Best Practices • Provide for “dummy” resources • Complex

  16. Application Parameter Parameter Parameter Application Test Solutions PBX V-Mail 

  17. PSTN IP Transport LAN or WAN Pro-active Quality Testing Call Control Call Control xx.xxx.xxx.xxx 1NPA nxx xxxx  1NPA nxx xxxx TCP/IP xx.xxx.xxx.xxx  PVG TCP/IP with H.323 or other RTP  Access Tandem  END USER RTP/UDP  Terminating Networks (LEC, …) ClarusIPC ClarusIPC Off-net

  18. * * HTTP(S) + “Out-of-band” Control Waveform + “In-band” Control End-to-End Communications PSTN PSTN H-VQE H-VQE VSM UI Server (Tomcat) Test Engine Test Engine Test Engine IP WAN Clarus CNHF Clarus CNHF * Clarus Systems, Inc. Patent Pending Test Engine Test Engine VQE VQE

  19. Throw and catch

  20. Richard Whitehead Chief Technology Officer richard@clarussystems.com T415.543.5223 M415.823.1556 50 First Street Suite 509 San Francisco, CA 94105 Summary Thank you!

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