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Trends in Instant Messaging and Telephony

Trends in Instant Messaging and Telephony. Jonathan Rosenberg Chief Scientist. What is the Reality?. Toll-bypass Has Been the Primary Motivation Cheap long distance Service transparency Cost Differentials Are Rapidly Disappearing Long distance is now at 5 cents a minute

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Trends in Instant Messaging and Telephony

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  1. Trends in Instant Messagingand Telephony Jonathan Rosenberg Chief Scientist

  2. What is the Reality? • Toll-bypass Has Been the Primary Motivation • Cheap long distance • Service transparency • Cost Differentials Are Rapidly Disappearing • Long distance is now at 5 cents a minute • Partial flat rate plans are being rolled out • Canadian service providers have moved to a complete flat rate structure • Service Transparency is Far Away • QoS issues • 911, 1000 features in the 5ESS • Huge existing penetration of the phone in the US and worldwide

  3. If IP Telephony Service is Not Cheaper, Better or Different, Why Purchase It? The Question Of Customer Value

  4. The Answer • IP Telephony Enables Innovative New Services Created by Combining Applications • Web • Email • Chat • Presence The Killer App for VoIP Lives Within These Combined Services

  5. Integrating Applications Yields Exponential Services Growth Service Provider Differentiation Flows Naturally from this Applications Diversity Combined Services Enable Service Provider Differentiation Combined Services Voice +Web +Email +Presence Voice +Web Voice +Web +Email Voice

  6. Today, Presence is Just Online/Offline, Used for IM Tomorrow, Will Describe Much More Than Online/Offline Status Presence is the dynamically changing set of means, willingness, capabilities, characteristics and ability for users to communicate and interact with each other The Means VoIP IM Mobile phone PSTN phone Email Games Presence as a Key Application

  7. Willingness “Only if urgent” “Try mobile phone first, then business line” “Always send email” Capabilities and Characteristics Voicemail available Voice or video Mobile or fixed Support for multiple languages Secretary available Geographic locale Presence Tomorrow cont.

  8. Two Reasons Call completion Innovative Services Call Completion Problem A small fraction of calls result in useful conversations Busy No Answer Voicemail Assistants “Call me back later” Result is user frustration and no provider revenue Presence: The Best Thing that Could Happen to Voice

  9. Solution Only call if I know where the called party is available, when they are available, and how they are available Presence conveys exactly this information Result: successful call completion rates can skyrocket! Services Presence is one of the key enablers Examples... Presence: The Best Thing that Could Happen to Voice cont.

  10. Uses Geographic Locale as Presence Component Mobile phone site location GPS Service Definition Turn on mobile phone in car As you drive, application server monitors location As you approach traffic, service will call you Voice response system reads out alternate route Traffic Jam Alerts NOTIFY Application Server INVITE Presence Server REGISTER

  11. Today’s PBXs Let Attendant Know Who is on the Phone Many Limitations Difficult (or impossible) to configure which lines are monitored Attendant station must be on PBX Monitored users must be on PBX Big Idea Station status is just presence Remote Attendant Console

  12. Service Description User can define groups of monitored stations for console Stations approve being added to console Monitored stations can be any device, anywhere, which supports presence Console can be anywhere Stations send NOTIFYs as state changes, updated on console Remote Attendant Console cont.

  13. Traditional PSTN Service Call number, get busy signal Hang up, dial *66 Network calls you back when called party is available Evolution Stage I Originator SUBSCRIBEs to called party Is notified when available, resulting in screen pop Calls them back Automatic Callback

  14. Evolution Stage II User requests service through web page Application server subscribes to called party When called party is available, application server calls originator If originator answers, application server calls called party Evolution Stage III Same as II, except application server also subscribes to originator When both are online, rings them both Enables “subscribe and forget” Automatic Callback cont.

  15. Evolution Stage IV Media server introduced When originator and called party are online, application server connects originator to media server Media server asks user if he/she still wants to be connected If yes, user is connected to called party, otherwise not Automatic Callback cont. Media Server INVITE NOTIFY RTP Application Server INVITE Presence Server Online

  16. Problem: Tough to Get Busy People Into a Conference Call Solution: Use Presence to Create the Call When Everyone is Available! Procedure Enter email addresses into a web form (1) Application subscribes to users (2) When all online, application calls each participant, calls a conference bridge, connects them together Auto Conference Conference Server Application Server Presence Server Presence HTTP SIP Calls

  17. Information Resource • Jonathan Rosenberg • jdrosen@dynamicsoft.com • +1 972.952.5000

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