Welcome to Next Generation Networks Case Study: Service Provider Hosted Call Center

Mrežne tehnologije VERSO d.o.o.

boris.obradov@verso.hr

© 2008 Verso

Sadržaj

◊ O Versu

◊ NGN ukratko

X ITU-T, TISPAN/IMS

X Verso model

◊ Cisco temelji za NGN

X Cisco MPLS

X Class 4 (interkonekcija)

O Cisco PGW 2200

O Cisco ITP (IP Transfer Point)

O Cisco SBC

◊ Case Study

X Service Provider Hosted Call Center: Telekom Slovenije

© 2008 Verso

Verso portfelj usluga

◊ IP telefonija, IPTV

◊ platforme za pružanje konvergiranih usluga

◊ fiksno-mobilna konvergencija

◊ Triple/Quad Play

◊ projektiranje IP i IP/MPLS mreža

◊ OSS/BSS integracija

◊ nadzor i upravljanje kvalitetom usluga

◊ sigurnost, business continuity

◊ konzalting

◊ edukacija i treninzi

Analiza,

savjetovanje,

planiranje

Podrška,

održavanje,

optimizacija

Edukacija i

treninzi

Razvoj, dizajn

provedba

i integracija

PROa

UNI a

a TSC

Analiza,

savjetovanje,

planiranje

Podrška,

održavanje,

optimizacija

Edukacija i

treninzi

Razvoj, dizajn

provedba

i integracija

PROa

UNI a

a TSC

© 2008 Verso

Verso partneri i kompetencije

• Advanced Unified Communications Specialization

• Advanced Routing and Switching Specialization

• Advanced Wireless LAN Specialization

• Advanced Security Specialization

• Prva i zasad jedina tvrtka u regiji koja je pozvana u

Cisco Systems Advanced Technology Provider Program -VoIP for Service Providers

• Jedini sistem integrator u Hrvatskoj sa statusom Cisco Advanced Services preferred partner – ProfessionalServices Subcontract Agreement (PSS) (European and Emerging Markets)

Highdeal Certified Partner

Regionalni partner

Regionalni partner za

Comverse IP Converged Communications

OSS Solution Provider –CMDB, Change and Configuration Management, Fault Management, Performance Management, ITIL compliance consulting.

© 2008 Verso

Telekom reference

Inozemni operatori

◊ Slovak Telekom

◊ Voljatel (SLO, HR)

◊ Telekom Slovenija

◊ SITA (Italija)

◊ BH Telecom (BiH)

◊ Aneks (BiH)

◊ Telekom Crne Gore

◊ Mobilis (Alžir)

◊ Telecom Egypt

◊ Eircom (Irska)

◊ Ipko Net (Kosovo)

◊ GTS/Contactel (CZ)

◊ Inclarity (GB)

◊ Jordan Telecom (JOR)

◊ Lightspeed Communications (BRN)

◊ Lyse Tele (N)

◊ Tiscali (CZ)

◊ AOL Europe (D)

◊ T-Systems (I)

◊ On.net (MK)

◊ ON Telecom (GR)

◊ Orbitel (BG)

◊ TeliaSonera AB (SWE, FIN)

◊ Lannet Communications (GR)

◊ Telekom Austria (A)

Domaći operatori

◊ Vipnet

◊ H1 Telekom

◊ Metronet

◊ B.net Hrvatska

◊ Iskon

◊ T-Com

◊ T-Mobile

◊ Amis Telekom

◊ Dubrovnik Telekom

© 2008 Verso

Reference iz gospodarstva i državne uprave

Domaći korisnici

◊ Agrokor

◊ Konzum

◊ TDR

◊ FINA

◊ Hypo–Leasing

◊ VB Leasing

◊ Regos

◊ Hrvatska elektroprivreda

◊ Hrvatske autoceste

◊ Hrvatska radio televizija

◊ Zračna luka Zagreb

◊ Tifon

◊ Istragrafika

◊ Maistra

◊ Valamar

◊ Istraturist Umag

Indirektni projekti kroz telekome

◊ BCI

◊ DHL

◊ Emporion

X Adriatica.net

X Atlas

X Kompas

◊ IN2

◊ Perpetuum Mobile

◊ Merkur osiguranje

◊ Oktal Pharma

NGN ukratko

ITU-T ¤ Verso ¤ TISPAN/IMS

© 2008 Verso

NGN arhitektura

Management

Functions

© 2008 Verso

Verso NGN arhitektura

IP Network (MPLS-based)

Data ServicesInternet Access

Data VPNs

Web/Mail Services

Voice ServicesIP Centrex

Class4/5

Voice Mail

Performance Management Fault Management

Network Management

Billing / Rating _ERP, Call Center

CRM, CMDB

Provisioning

OSS/BSS

Network & Services

Video ServicesIPTV

VoD

© 2008 Verso

Sustav za nadzor i upravljanje kvalitetom usluga - OSS

Element Element managementmanagement & & provisioningprovisioningPrikupljanje podataka s uređaja i konfiguracija

Fault managementFault management

& & Root cause Root cause AnalisysAnalisys

ServiceService

Desk,Desk,Trouble Trouble

ticketingticketing……

Upravljanje Upravljanje

resursimaresursima

(CMDB)(CMDB)

PerformancePerformancemmanagementanagement&& reportingreporting

Verso Verso ServiceService QualityQuality Management / Management / ServiceService LevelLevel ManagementManagement

Baza korisnikaBaza korisnika

(CRM)(CRM)

SLASLA

CiscoWorks

© 2008 Verso

NGN komunikacijska infrastruktura by Verso

© 2008 Verso

NGN arhitektura – softswitch Class 4/5

Call Control

Platform

IP

Media Control

PlatformPlatforms

Interactive

applications

Market-specific

packaged

solutionsResidential Services Business Services

VideoServiceBroker

CRBTVoiceMail

Confe-rencing

Video Mail

IVRVideoPortal

Interco.

Platform

PSTN/2G/3G

System

and

Service

Management

© 2008 Verso

TIPSAN/IMS arhitektura i moduli

S-CSCFI-CSCF

P-CSCF

IMS

MRF

ResidentialServices

Business Services

VideoServiceBroker

CRBTVoice/Video

MailConfe-rencing

VoiceVideoPortal

BGCFSGCF

MGCF

PSTN/2G/3G

PTTPTSPTD

Servicecreation

Presence

System

and

Service

Mgt

HSS

…

Application Servers

Cisco temelji za NGN

MPLS ¤ Class 4 (interkonekcija): Cisco PGW 2200 ¤ ITP ¤ Cisco SBC

© 2008 Verso

Cisco MPLS; MetroEthernet

Business

6500/7600 w/ SUP720

10GE - 6704

12KBRAS

Business

7600/SUP72010GE – SIP600

12K

MPLS CORE

Services Headend

• AAA

• CCM

• CNR

BRASBRAS

BRAS

SCE SCE

1800/2800

1800/2800

© 2008 Verso

Interkonekcije s PSTN mrežama – PGW 2200

◊ PSTN Gateway is a peer to the PSTN

X SS7 ISUP, Complementary Circuit Selection, ACC, Regulatory compliance, etc.

◊ PSTN Gateway inter-works ISUP, PRI, H.323 and SIP

X Allows seamless interconnection of all PSTN and VoIP elements.

◊ PSTN Gateway hides the complexity of the PSTN from IP telephony devices

X Allows a multitude of Cisco and Partner application IP telephony devices access to the PSTN and provide value added services

PGW 2200PGW 2200

PSTN Gateway

PSTN

AS5X00/UPAS5X00/UP

MGX 8800 MGX 8800

Voice GWVoice GW

MGCP, H.248SIPH.323C7/SS7Q.931+/IPPRIIMT

© 2008 Verso

Ključne značajke PSTN GW-a

◊ Signaling Interface

X MTP and User Part support in a flexible and customisable manner

◊ Bearer Interface

X Caters for all bearer types: voice, voice band data (Fax and Modem), ISDN 64k services and DTMF handling

X Has best in class “packetization” features –codecs, jitter, echo control, VAD, IP QoS support

◊ Call Control

X Flexible analysis and advanced routing capabilities – may utilize Softswitch or external Route Servers/Gatekeepers

PGW 2200PGW 2200

PSTN Gateway

PSTN

AS5X00/UPAS5X00/UP

MGX 8800 MGX 8800

Voice GWVoice GW

MGCP, H.248SIPH.323C7/SS7Q.931+/IPPRIIMT

© 2008 Verso

STP - Cisco ITP (IP Transfer Point)

◊ Any to any routing

© 2008 Verso

ITP – SMS offload

© 2008 Verso

Interkonekcije s IP mrežama - SBC

◊ NNI SBC sits between “peer” networks

X “Transit” function

X Security (abstraction & protection)

X Protocol Interworking &normalisation, protocoltranslation and mediatranscoding

X QoS Demarcation & CAC

X Billing

SignalingIWF

CAC and BWManagement

NAT/FW Traversal

SecuritySignaling/DOS

Billing and CDRNormalization

Media IWF(DTMF, Codec)

+

+ +

+SBC=

◊ UNI SBC sits between subscribers and the server infrastructure

X Signalling normalisation & rate limiting

X Security (abstraction & protection)

X NAT traversal

X CAC

© 2008 Verso

Cisco SBC = SBC + routing

SBCAppliance

Service Provider

A

Appliance Solution Cisco Solution

Traffic Flow Traffic Flow

SP B

SP C

Service Provider

A

SP C

CiscoSBCSP B

PeeringRouter

◊ Seamless integration

◊ Array of QoS and security features on ingress/egress interfaces

◊ Integration with other L2/L3 services (eg: MPLS PE + SBC)

© 2008 Verso

IP/IP Gateway i SBC rješenja

AS5000XMAS5000XM

Cisco SBC is a feature application unified inCisco IOS ® and IOS-XR®

Cisco SBC is a feature application unified inCisco SBC is a feature application unified inCisco IOS Cisco IOS ®® and IOSand IOS--XRXR®®

CapacityCapacityCapacity

Pe

rfo

rma

nc

eP

erf

orm

an

ce

Pe

rfo

rma

nc

e

Cisco 2600XM

2691

Cisco Cisco 2600XM 2600XM

26912691

Cisco 2800 ISR

Cisco 2800 Cisco 2800 ISRISR

Cisco 3700

Cisco Cisco 37003700

Cisco 3800 ISR

Cisco 3800 Cisco 3800 ISRISR

Cisco 7200 Cisco 7200 VXRVXR

Cisco 7301 Cisco 7301 Cisco 7301

CiscoXR12000

CiscoCiscoXR12000XR12000

760076007600

SP Suited

Platforms

SRG

ComposedSBC

75

100

500

750

500

800

1000

<20k

20k

Per blade

Per blade

Enterprise Suited

Platforms

© 2008 Verso

Cisco IMS/TISPAN arhitektura

MGX/VxSMAS5x00

Media Gateway

ITPSGF

I-CSCF S-CSCHSS+

Applications

MRB

C7/SS7

IcOtherIMS

ISC

MSAN

Cisco SBCP-CSCF

XR SBCC-BGF

PartnerA-RACF

PartnerSPDF

Cisco SBCI-BGCF

XR SBCI-BGF

PGW2200BGCF

PGW2200MGCF

BRAS

WIMAX/WiFi

PSTN

Re

PSTN

EmulationSubsystem

Ia

Gq’

MwE2

Cx

Mw

Mw

Mg

Mi

Mn

Ie

MediaServer

Mr

Mr

SIP

Gm

Other IPNetwork

Other TDMNetwork

MPLSPlatform

E4

Case Study

Service Provider Hosted Call Center: Telekom Slovenije

© 2008 Verso

Zahtjevi

◊ Telekom Slovenije

X Zamjena vlastitog kontaktnog centra (080, 1180, 116) s IP kontakt centrom

X Disperzija i mobilnost agenata; efikasnija i kvalitetnija razmjena informacija...

X Optimizacija – scheduling & workforce management plus iskustvena edukacija

X Nova usluga i novi revenue, value-added servis – HostedContact Center

X Kvalitetna i pouzdana platforma; neprekidni rad; dugoročno rješenje vezano uz pouzdanog vendora

◊ Korisnici (Enterprise)

X Reduciranje kapitalnih troškova

X Agenti mogu biti locirani bilo gdje (IP ili PSTN veza)

X SP radi održavanje, upgrade, zamjenu opreme, dodavanje novih opcija i aplikacija

X Potpuna odvojenost i kontrola nad postavkama i korisnicima “svog” kontakt centra

© 2008 Verso

Hosted IP Contact Center

MGCP, H.248VXMLINAP CS1/1+/2H.225/245ISUPRTPE1

PGW 2200PGW 2200

Call Manager

PSTN

MGX or MGX or

AS5X00/AS5X00/

UPUP

SCCP

VB53/4XX Gateway withVXML Voice Browser

ISN Application

Server

ISN Application

ServerINAP Transfer

New Call

VoiceTreatment

Connect to Agent

HQ or Branch

◊ Applications/Services

X Service Provider “Hosted” IP Contact Center (IPCC) application

◊ Technologies

X PGW 2200 for PSTN Interconnects (SS7) and INAP interface to ICM for call treatment (redirection)

X IPCC for intelligent call routing to geographically dispersed endpoints

X Call Managers for IP Phone endpoints

© 2008 Verso

Cisco Unified Contact Center Hosted

Home Office

Contact Center

Branch Office

Agentsanywhere

Multi-tenant, Multi-Media Contact

Routing, Universal Queue, Resource

selection,Outbound Dialing

Cisco CVP for Voice

Treatment, Queuing and Self Service

Web services provide customer

control and reporting

Cisco Communications Manager clusters

provide IP telephony

Cisco Web Interaction

Manager provides Web chat, co-

browsing

Cisco E-Mail Interaction

Manager provides Intelligent

automated or agent previewed

responses

© 2008 Verso

Cisco Unified Contact Center Hosted

Shared Cisco Communications Manager

Clusters

NAM

CICM

CICM

NAM / CICM servers hosting multiple

customers

CRM & 3rd party Options

DB

Cisco CTI,Agent Desktop Options,

& IP Phones

Shared Voice Treatment, Queuing and Self Service

Management Portal

Web Admin

© 2008 Verso

Multi-tenant

Customer A

Customer B

Customer C

.

.

.

Customer F

Customer E

Site 1

Site 2

Site 3CICM

CICM

NAM

Customer DCICM

© 2008 Verso

Rezultati

◊ Go-live 2006.

◊ 250 agenata Telekom Slovenije

◊ 150 agenata hosted, preko 15 tvrtki korisnika

◊ Jedinstvena i centralizirana platforma za vlastite potrebe i za hosting vanjskim korisnicima

◊ Optimizirano upravljanje vlastitim resursima i poboljšan nadzor nad sustavom

◊ Nova i napredna usluga za Enterprise korisnike

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