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William G uyton Legal Services Alabama I.T. Manager

William G uyton Legal Services Alabama I.T. Manager. How do we deliver on IV’s vision?. A vision of an integrated delivery model. A vision that integrates business logic and process With communications technology webRTC + asterisk +legal server. So what is webRTC ?

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William G uyton Legal Services Alabama I.T. Manager

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  1. William Guyton Legal Services Alabama I.T. Manager

  2. How do we deliver on IV’s vision? • A vision of an integrated delivery model. • A vision that integrates business logic and process • With communications technology • webRTC + asterisk +legal server

  3. So what is webRTC? • http://www.webrtc.org • WebRTC is a free, open project that enables web browsers with Real-Time Communications (RTC) capabilities via simple Javascript APIs.

  4. Enable realtime Communication in the browser • (no plugin) • Run rich realtime media without extra software • (no plugin) • Run on existing supported browsers • (Chrome and FireFox)

  5. Is now adopted by the internet task force IETF and the W3C consortium • A HTML5 standard • Supporting different types of media such as jingle/SIP/XMPP • Audio, video, telepresence, chat, etc…

  6. Instantly VoIP enabling every browser in the world • No software or plug in to install webRTC rocks!

  7. Interoperability with existing VoIP technologies using RTP (SIP) • Open Standards: anyone can play, WC3, • True unified communications • Voice/Video/Screen Sharing/IM

  8. OS agnostic, Linux, Mac, Windows. • Network friendly via port 80 and 443 • allows for Integrated browser/Internet functions • So webRTC is the “client” side of the integration….

  9. Server side….Asterisk • Asterisk is a Communications Engine • Free, open source, large active community • Suport for many protocols and projects…. VoIP, PSTN, fax, IM, call center via queues, many more…..

  10. Asterisk version 11 • 5 years of support a LTS Release • LTS = Stability NOT Features • New in Asterisk 11

  11. Chan_motif – combines chan_google and chan_jingle into a single driver • Refactored XMPP engine res_xmpp • More Stable / less difficult to keep up with google

  12. WebSockets support for SIP • WebRTC support, adds real-time communications to web browsers • Intergrated into onboard HTTP server in *

  13. Client side via webRTC and a browser • Server side via asterisk (communications engine) • CMS side via Legal Server • So the case management system is integrated with the communication engine and thus aware of communications related events.

  14. So in IV’s call center example: • Online intake is integrated with CMS • CMS is integrated with call center queues • Based on client ID, given after online intake is done, client is re-queued back in line.

  15. So in IV’s call volume example: • A business process is triggered base on a number of callers on hold in the hot line queue. • An email/IM/SMS is generated and send to current volunteers with a imbedded hyperlink that once clicked logs them into the queue to take a call.

  16. The browser is the VoIP phone (SIP) • The browser is the IM to program staff and/or client (XMPP) • The browser is the screen sharing platform to help a client fill out a form or intake • We are currently doing integration work in Alabama (LSA) and Montana (MTLSA).

  17. Thank you Effective and efficient

  18. William Guyton Legal Services Alabama I.T. Manager wguyton@alsp.org (334)328-8685

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