TT103: All About VOIP

1. TT103: All About VOIP September 30, 2009

2. Presenters • Martin OstensenLegal Aid Alberta • William H. Guyton, Jr.Legal Services Alabama • Rachel R. MedinaLSNTAP

3. Agenda • What is VoIP? • Planning, Preparation and Implementation: Advice from Legal Aid Alberta - A Project-in-Process • Lessons Learned (What NOT To Do): Alabama’s Case Study

4. What is VOIP?

5. Voice Over Internet Protocol • Put simply, VoIP is: the ability of sending Voice (Telephone Calls) over the same data network that is used by our computers and the internet • This can mean lots things these days • Cheap Long distance • Smart PBX solutions • Voice communications • Telephony Applications • End Point Connectivity • All of the above

6. Caller ID Blacklisting Call Waiting Call Transfer Call Conferencing Conference Center/Bridging Do-Not-Disturb Call Forwarding Unconditional Busy No Answer Call Parking Call Detail Reporting Dial by Name Directory Interactive Voice Response Time Condition Call Routing Call Queuing Call Back Hold Music/Recordings (MP3) Application Integration Extended Call Reporting DISA (Direct Inward System Access) Dictation Follow Me Paging/Intercom Ring Groups Graphical Call Manager Day/Night Controls Existing Features

7. Data Connectivity • School Bus vs Porsche • VoIP requires little bandwidth • VoIP requires very high quality low latency bandwidth • Quality bandwidth can be delivered over various connection types and vendors • DSL • Cable • T1 • Fiber • Deliverable Quality can vary greatly among vendors • Read contracts carefully, ensure specific performance SLA

8. Voice Applications • Examples of Voice Applications • Voice Mail • Interactive Voice Response • Dictation • What’s possible • Attorney Client Message Pickup • Attorney Client Call Scheduling

9. Analog Telephone Service Model

10. Key Based Phone Systems

11. Digital PBX Phone Switch

12. VoIP/Digital Phone Switch

13. Existing Investment? • Already invested in a phone system how will this help?

14. Planning, preparation and implementation

15. What is the need? • Due Diligence • Vision, Mission • Business Priorities and Objectives • Success Measures

16. Business Objectives example

17. Convergence

18. OurApproach

19. OurApproach Overall Performance

20. Our Approach

21. Our Approach

22. Scope • Functional Departments/Programs included in review: • Client Services –Calgary & Edmonton Regional offices • Communications Department • Corporate Services including Taxation, HR, Recoveries • Program Services: • Alberta Law Line (ALL) • Family Law Office (FLO) • Youth Criminal Defense Office (YCDO)

23. Conclusion – Then Current State • LAA & ALL meet the basic requirement of the strict definition of a call centre, i.e., single point of inbound contact. • Many of the basic contact centre operating principles/disciplines are not in place. • “Having the right skills and resources in the right place, at the right time with quality.” ICMI, Brad Cleveland

24. Impact of Findings on Priority: Strategy and Overall Operation

25. Impact of Findings on Priority:

26. Impact of Findings on Priority

27. Recommendations • Fully exploit use of telephone through routing & resource strategies • Execute performance management & measurement processes • Improve client service access via multi-channel options

28. Profile of Best Practice Organizations

29. Recommended Phased-Approach for Long-Term Client Service Centre

30. Future State

31. Performance Management

32. Recommendations: Business Processes (Contact/Call Handling)

33. Technology Review Current State

34. Recommendations

35. Specific solution - Cisco

36. Cisco IPCC

37. Highlights of the IPCC System • Integrated solution IVR, ACD, CTI, Outbound • Multi channel interaction capabilities. • Multi site intelligent routing. • Robust reporting from the system level to the agent level. • Complete scalability to manage growth.

38. Highlights of the IPCC System • Real time and historical reporting • VoIP ready • Single provider of technology. • Premise based solution.

39. Lessons Learned: Alabama’s Case Study

40. Program History

41. Katrina

42. 30 days

43. Flexibility • Given the 30 day time frame to “go live” no major PBX vendor would commit. • Nortel • Avaya • LSA was looking for a system that allowed for flexibility that didn’t cost in the 6 figures and could be working in 30 days. • Software IP PBX was the solution. • But which one? And of what type?

44. Core Concept • When your phone system is done in software, your voice system becomes an application.

45. Options

46. Many options • Freeswitch http://wiki.freeswitch.org/wiki/Main_Page • openPBX http://www.openpbx.org/ • openSER http://www.openser.org/ • Off the shelf options: • Fonality http://www.fonality.com • Hosted: Qwest OneFlex • ISO’s asteriskNOW! Trixbox and others

47. LSA went with • What is Asterisk? • Wikipedia • Asterisk

48. What is Asterisk? • Complete IP PBX in software • Multi platform (Linux, BSD, OS X, Solaris) • Open source (GNU General Public License) • Modular, broad hardware and protocol support (H.323, SIP MGCP, SCCP) • Community • Paradigm Shift

49. Who is digium?

50. LSA Call Center Design:Disaster Hotline v1.0