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Best of Breed Telephony Solutions- Open Source and Proprietary

Discover the best telephony solutions, presented by David Mandelstam, CEO of Sangoma Technologies. Learn about Sangoma's AFT Family of Cards and their various personality card options. Explore the benefits of open source and proprietary code, and how to choose the best solutions for each module. Upgrade your contact center with scalability, reliability, and proactive customer outreach. Replace zaptel with a software suite application connectivity for better control and mediation. Enhance your call center with NetBorder Express SIP gateway and VICIdial for scalability and reliability. Explore the architecture of a remote agent setup and the benefits of an agent bridge solution. Don't be an open source or commercial code bigot, but instead make use of modular telephony applications to adapt to your evolving business needs.

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Best of Breed Telephony Solutions- Open Source and Proprietary

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  1. Best of Breed Telephony Solutions- Open Source and Proprietary Presented by: David Mandelstam, CEO/President, Sangoma Technologies

  2. Sangoma AFT Family of Cards Personality Card: Quad port analog module Personality Card: Octal port T1/E1 module Personality Card: Quad port T1/E1 module Personality Card: Dual port T1/E1 module Optional DSP module for echo cancellation and transcoding Base PCI or PCI Express card

  3. We just make cards and drivers! • Open Source is important to us • Proprietary code is important to us • But mostly our customer’s well-being is important to us • We have a unique perspective: System agnostic

  4. Open Source and Commercial code Here is a controversial statement: There is no intrinsic difference between open and closed source code

  5. Best of Breed: • Particularly in telephony, applications are modular • So choose the best of breed for each module • Don’t send a boy to do a man’s job

  6. 100 seat Call center costs per seat

  7. Example:Asterisk-based Contact Center in Pakistan Call Center Apps Asterisk and Zaptel AgentPosition SIP RTP Sangoma A104Quad E1 Card PSTN Dual E1 AgentPosition AgentPosition Call Center Applications: IVR, ACD December 19, 2019 8

  8. As the system has matured, The Contact center needed to grow: • Better scalability, better reliability • Zaptel is an amazing piece of work, but was never designed for large installations • Needs an upgrade path from E1 to SS7 • Proactive Rather than Reactive • Reach out to customers proactively(phone, email, etc.) • Not just telemarketing • Requires Call Progress Analysis 9 2019-12-19

  9. Replace zaptel withSoftware Suite Application Connectivity (IP) Scripting OAM Session Control and Mediation Media Processing Services TDM I/F (Sangoma) IP I/F IP-PBX, IVR, Dialer, Contact Center SIP Firewall, SIP Trunks, other IP End-points. T1, E1, PRI, CAS, etc. Facilitate the interconnection of SIP Applications with various networks December 19, 2019 10

  10. Quad E1 Contact Center with zaptel/NBE replacement Call Center Apps AgentPosition Asterisk SIP RTP Sangoma A104Quad E1 Card PSTN Dual E1 AgentPosition AgentPosition Call Center Applications: IVR, ACD December 19, 2019 11

  11. Zaptel replacement for Scalability and Reliability • NetBorder Express SIP gateway instead of zaptel • High performance TDM gateway • A single gateway machine can handle 4 x A108 cards = 32 E1s = 960 voice channels. • Solid commercial ISDN PRI and SIP stack, soon to support SS7, analog, BRI… • Growth path to add other helper modules

  12. Dailer application:VICIdial • Call Scenario: • Dialer app initiates outbound call • On pickup, dialer app assigns the call to an agent. Quad E1 Outbound Contact Center • Call Scenario: • VICIdial initiates outbound call • Asterisk dials out to NetBorder • NetBorder reinitiates the call while attaching its own internal CPA resource • Once NetBorder CPA result is known, VICIdial assigns the call to an agent if the CPA result is ‘Human’ Call Center Apps AgentPosition Asterisk SIP RTP CPA Sangoma A104Quad E1 Card PSTN Dual E1 AgentPosition AgentPosition Call Center Applications: IVR, ACD, Proactive dialing December 19, 2019 13

  13. Dailer application:VICIdial CPA Asterisk Distributed functions AgentPosition PSTN SIP RTP SIP RTP 8 x E1 AgentPosition AgentPosition December 19, 2019 14

  14. Typical Remote Agent Architecture Data Network Remote Agent Broadband • Rely on broadband IP networks • No QoS • Voice quality may suffer • MPLS / VPN / etc. • Expensive • Install equipment at home Call Center Applications Local AgentPosition Asterisk VoIP Gateway SIP RTP December 19, 2019 15

  15. Agent Bridge • Call Scenario: • Agent dials from regular phone to NetBorder • NetBorder prompts the agent to DTMF in a ID code • NetBorder uses information to SIP Register the Agent with Asterisk Registrar function • NetBorder maintains PSTN connection up for the duration of the work period of the Agent Call Center Applications Local AgentPosition Asterisk CPA PSTN T1/E1/SS7 SIP RTP NAB Data Network Remote Agent PSTN connection Broadband December 19, 2019 16

  16. Agent Bridge • Regular phone looks like a SIP phone to Call Center Applications • Inherent QoS with PSTN • No need for costly equipment to maintain at Remote Agent site • Ease of integration (SIP, no APIs) • Security guaranteed by PSTN

  17. Summary • Use what makes most sense, do not be an Open Source bigot • Don’t be a commercial code bigot either! • Make full use of the nature of telephony applications to make changes in a modular way as your needs and business changes

  18. Thank you for attending this presentation! Questions?

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