인터넷 CTI 기술

1. 인터넷 CTI 기술 ’99. 2. 김원순 로커스 정보통신연구소

2. Internet CTI CTI Evolution Voice over Packet Network H.323 Protocol Case Study VoIP : Excel Strategy

3. CTI Evolution CTI Is Ready For Prime Time TSAPI, TAPI CallPath Server CTI Servers Deployment IBM CallPath DEC CIT HP ACT ECTF S.x00 ECMA CSTA VoIP H.323 IVR Rockwell Transaction Link 1982 1990 1986 1994

4. CTI in the 90’s . . . Factors Favoring CTI Technology • IEC Services • CPE Features • Life Cycle • Price Pressures • Business • Competition • Customer Care • Consolidation • Reengineering

5. Increased Increased Productivity Productivity Improved Customer Improved Customer Service Service Generic CTI Capabilities • “Screen Pop” • ANI • DNIS • IVRU • Inbound/Outbound • Skills Based Routing • Voice and Data Transfer • Person-to-Person • IVRU-to-Person • Information • Who Called • What Happened

6. Call Center Server Components Contact Management SW CSR Business Application Legacy System Connectivity Management (TP Monitor) Legacy Systems RDBMS CTI Application CTI APIs ACD

7. CTI Evolution Written Procedures Electronic Mail 7 Groupware & Workflow Computing Business Processes & Organization Internets Intranets Vendor- Specific CTI Open CTI Standards MM Inte- gration Real-time Value Creation Order Forms Online EDI Web-enabled Call Centers Users, Clients & Suppliers Telecommunications Voice Mail ACD/IVR Call Centers Phone Source: Gartner Group

8. CTI Server Customer Contact System Information Technologies Network Call& Voice Processing Call Center N Call Center 2 Fax/EDI/Image Dialer IVR Legacy Systems Public Telephone Network MIS FMS TCP/IP Open Apps. Information Tools ACD CMS Callers Network Based Enhanced Features Internet Desktop

9. CTI Functionality Mapping Difficult Easy Financial Value • Skills Routing • Screen Pop $ High • Database Routing • Measurements • Softphone • Blending $ Low Implementation Difficulty

10. CTI Technology Support Representatives to Provide Integrated “One and Done” Service New System Old System Accounts Works Empowered Customer Service Agent Contact Information Customer “Not my problem.” Quotes Debt Recovery Appoints Information Needs Customer Contact Manage- ment Billing Marketing “Yes, I can do it.” • Separate information systems by functionality. • Specialized agents by function. • Systems often require expert knowledge. • Complex decision-making hierarchy. • Service not linked from call to call. • Seamless interface between information systems. • All agents able to access all information. • Systems designed for ease of call center use. • Agents enabled to make on-the-spot decisions. • Effective “corporate memory.”

11. CTI Applications

12. Technology Tree

13. 1993: “the network is the computer” 1993 response: “Huh?” 1996: “the network is the computer” 1996 response: “Obviously...” “the killer app of the Internet” 1996: “...customer interaction will be the killer app of the Internet...” -- Dr. Eric Schmidt, Chief Technology Officer, Sun Microsystems 1996 response: “Hmm… ” 1999 response: “ ”

14. Three Stages of Customer Interaction Channel Integration Established Channels will be increasingly augmented by Internet and Web-related technologies. Each of the technologies outlined below are available today. Several still require improvements in scalability, security, or robustness; but, none are fantasy...

15. Voice over Packet Network Architecture Delivering QOS Voice over WAN Voice QOS point of measure Voice over Broadband- Vision H.323 Protocol

16. Delivering QOS

17. Voice over WAN

20. VoFR, VoATM, VoIP Opportunity Unacceptable Utility Quality Business Quality Toll Quality Cellular • PSTN • Voice Cost ($) Vo ATM (8 Kbps) Vo ATM (PCM/AAL1) Vo FR Internet Intranet Vo IP Quality

21. H.323 Protocol Components Terminal Gatekeeper, Gateway Protocol Flows Call Establishment Control Signaling Flows Media Stream and Media Control Flows Call Release

22. H.323 Protocol H.323 IP-based visual telephone systems & terminal equipment—covers video conferencing audio, video, graphics, encryption, multipoint H.323 Compression algorithms from 64 Kb/s to 2.048 Mb/s CIF/QCIF Compression algorithms twice as efficient as H.261 H.261 H.263 H.245 control and indication for frame sync Audio standards H.225 frame structure G.728 H.245 H.225 G.711 3kHz audio into 56/64Kb/s streams T.120 Point-to-point and multipoint data conferences (not truly part of the H.32X standard) G.722 G.711 H.245 G.722 7kHz wideband 48/56/64 Kb/s stream hi-fidelity audio High Res graphics G.723 G.729 H.323 JPEG JPEG still video standards Custom or non-standard graphics not prohibited by H.320—systems must be the same G.723 6.3 Kb/s stream H.245 establishing communications Control G.729 8.0 Kb/s stream Multipoint control units control

23. Terminal

24. Gatekeeper

25. Gateway

26. Call Establishment Flows

27. Control Signaling Flows

28. Media Stream and Media Control Flows

29. Call Release

30. PSTN to IP to PSTN call Flow

31. H.323 Terminal to PSTN call Flow

32. PSTN to H.323 Terminal call Flow

33. Standard Status H.323 단점 프로토콜 불완전성으로 상호운용성 저하 WAN에 맞지 않은 긴 설정지연 : 8-30 sec 새로운 기능 추가시 프로토콜 복잡 SIP(Session Initiated Protocol) 패킷 단위의 빠른 설정 새로운 기능의 추가 용이 표준화 시작 상태

34. Programmable Switch Voice Over IP:Excel Product Strategy Case Study

35. Special Purpose Computing Large, Commercial Applications Open, Scalable, Distributed Systems Open Systems Large Switching Applications Special Purpose Switching Programmable Open Switches Open, Scalable, Distributed Systems Computer Technology 1950............1960...................1970.................1980......................................................... Switch Technology 1960.................1970.................1980..................1990.................................

36. 사설교환장비 개방형 교환장비 CO 교환 장비 • 특징 : • 대용량 처리에 적합 • 최고의 시스템 안정성 • 고도의 호처리 용량 및 성능 지원 • 한계점 : • 단순 교환 기능 이외 부가기능 구현의 한계성 • 통신 장비의 단계별 점진적 확장의 어려움 • 응용서비스 및 신호처리에 대한 변경 및 추가의 어려움 (비용, 시간) • 특징 : • 소용량의 교환 장비로 설계 • 가입자 회선 중심의 설계 • 한계점 : • 기간통신 사업자용 설계 구조가 아님 • 신호처리 기능의 한계성 - SS7, ISDN-PRI 등 • 불완전한 이중화 및 Hot Swapping 기능 • 응용서비스 개발의 어려움 • 신호처리 프로그램 개발의 어려움 • 특징 : • 개방형 API (서비스 개발의 용이) • 용량의 확장성 (응용서비스별) • 복수서비스 수용 • 빠른 서비스 개발/수정 • 높은 신뢰성 • 낮은 초기 투자비 및 낮은 운영비

37. VoIP Applications • International Long Distance • VoIP-enabled ESPs • Unified Messaging • Fax over IP • Virtual 2nd line

38. Excel VoIP Product Strategy • VoIP as a Plug-in Technology • Transparent to Excel API • Open Architecture to allow Integration of Multiple VoIP Technologies • H.323 Industry Standard Product to work with other Gateways as well as End-user PCs • Evolution to Converged Voice/Data Backbone for EXS Architecture

39. VoIP Product Directions • VoIP via EXNET Connect • Fastest Time to Market • Integrate 3rd Party VoIP Solutions VocalTec , AudioCodes, NMS Fusion, Dialogic • Integrate as Network InterfaceLayer-3 to EXS Call ControlTransparency to Applications • VoIP EXS Chassis Solution • Higher Density, Lower Cost per Port • Excel Redundancy Solutions • Higher Level of Integration, Voice/Data Backbone • Same API

40. PSTN ISA Bus Telephony - Std. Bus Pentium CPU Media Rsrce. EXNET Connect Media Chassis VoIP with EXNET Connect Host IP Network EXNET VoIP Media Resources 16K Port VOIP Gateway

41. EXNET Connect VoIP Benefits • Carrier Class Product • Capacity - 30k ports in EXS today: 15k network ports + 15k VoIP ports in a single system. • Complete System Redundancy available • Hot Swap capability on Gateways • Easy Integration into Existing Systems • Application processes VoIP Calls using existing Excel API • Adding VoIP Gateway analogous to adding new type of line interface like ISDN PRI or SS7 • Fastest Time to Market

42. Integrated VoIP - VDAC EX/CPU EX/CPU I/O Packet B us LNX BUS • Complete H.323 Gateway on a Card • H.323 Stack Processing • H.245/H.225 PPL Call Control • Packetization • Echo Cancel, Jitter Buffer • Multiple Voice Codecs (G.729A, G.723) • Voice Activity Detector • DTMF Detect/Generation • 32 54x-based DSPs • 128 VoIP ports per card EX/CPU EX/CPU I/O T1/E1/J1 Line Cards T1/E1/J1 I/O SS7 Card VDAC Ethernet I/O VDAC Ethernet I/O DSP-ONE POWER Embedded Host

43. VDAC Solution Benefits • Reduced System Cost and Footprint • Improved Reliability • Card Level Hot Swap & Full EXS Chassis Redundancy Options • Scalability - Scales to Maximum Size of EXS • Same API for Applications as EXNET Connect VoIP • Open DSP Environment Allows Integration of Multiple VoIP or SIP Stacks • Early adopter of new technologies, higher density technologies • Interoperate between different VoIP vendors, standards • Integrated Management with EXS Manage • Core Technology for IP-based EXNET

44. PSTN IP Based EXNET Architecture Media Processing IP Backbone EXNET Media Processing

45. VOIP EXNET backbone LNX BUS EX/CPU I/O EX/CPU EX/CPU I/O EX/CPU EXNET Controller EXNET I/O T1/E1/J1 I/O T1/E1/J1 Line Cards DSP SS7 Controller T1/E1 Standby Redundant T1/E1/J1 POWER EXS Node Circuit Switched Packet Network Network Host H.323 Gateway EXNET Connect Voice Bus EXNET PCI Bus Pentium CPU NIC GateKeeper

46. Ethernet backbone Call Control Host GateKeeper, MCU DSP Circuit Switched Packet Network Network LNX BUS EX/CPU I/O EX/CPU EX/CPU I/O EX/CPU Media Proc. Node IP EXNET Controller IP EXNET I/O IP EXNET Connect Voice Bus T1/E1/J1 I/O T1/E1/J1 Line Cards Ethernet Backbone SS7 Controller PCI Bus T1/E1 Standby Redundant T1/E1/J1 Pentium CPU POWER EXS Node

47. Distributed/IP Interconnection Application Services Integrated NIU Element External IN Subscriber CDR IP IP IP IP IN Managemen Applications Database Services Applications t IP Switching Services Media VoIP Switching Node Application Gateway Layer 5 IP Layer 5 IP Layer 5 - EXS Support Services Layer 4 IP Layer 4 IP EXS Call Control Media IP Layers 1,2,3 IP Layers 1,2,3 - Transport Protocol Processing IP Telephony PSTN IP Network Terminal Devices

48. 감사합니다.