VOIP-info.org Wiki Changes

IVR

foehn — Thu, 23 May 2013 11:42:57 +0100

What Is IVR?

The following is a definition for the term IVR from Wikipedia:

"In telephony, interactive voice response, or IVR, is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. IVR systems can be used to control almost any function where the interface can be broken down into a series of simple menu choices. Once constructed IVR systems generally scale well to handle large call volumes."

IVR is not necessarily related to VOIP, however, a VOIP IVR is. Most VOIP IVR systems or software support SIP based VOIP, but Skype IVR also support non-standard based Skype service.

Computer Telephony Component

IVR is an automated computer telephony integration CTI system which allows providers to create complex menus which the caller can navigate by using touch-tone keypresses or via spoken commands. IVR systems can be used as a Voice portal to access remote information such as bus scheduling where the caller can select the route for which they require information, or for billing or customer service systems which allow the caller to enter information such as their account number or credit card details without the need for operator assistance.

IVR and ACD Integration

IVR solutions are often integrated with an ACD, which routes incoming phone calls to agent work groups. This integration can be both a front end and back operation.

Most typically, an ACD system can route callers to an IVR program based upon DNIS or other parameters such as time of day or day of the week.
A smart IVR can transfer callers back to an ACD system to route the call to the next available agent within an agent hunt group.

One important task of an integrated IVR and ACD is to display Screen Pop information from the caller on the agent's workstation so that the agent has caller information readily available without the need to prompt the caller again.

IVR and Voice Broadcasting

IVR applications are typically associated with inbound calling programs. However, IVR technology can be applied to outbound calling campaigns and are most commonly used with Voice Broadcasting and touchphone responses. Examples of the application of this technology include the option to speak with an operator, opt out of a calling campaign, or taking an outbound survey.

Graphical Design Tool for IVR Applications

Recent IVR systems usually use high level scripting languages such as VoiceXML, an open standard for interactive voice response systems. For most users who lack technical training, developing an IVR system using scripting language, even high level language, are not feasible. The good news is there are design tools that are based on graphical user interface for the techies and none-techies alike. By using a GUI tool, a user can simply drag-and-drop components and create and deploy an IVR system in minutes. The whole design is a call flow diagram, much like a voicemail system user manual.

Automatic Call Distributor

foehn — Thu, 23 May 2013 11:17:37 +0100

Automatic Call Distributors

Automatic Call Distribution or ACD, is a tool commonly used in the telephony industry. ACD systems are commonly found in any office that handles a large volume of inbound calls. The primary purpose of an Automatic Call Distributor is to disperse incoming calls to contact center agents or employees with specific skills.

The ACD system utilizes a rule based routing strategy, based on a set of instructions that dictates how inbound calls are handled and directed. These rules are often simply based on guiding a caller to any agent as fast as possible, but commonly multiple variables are added, all with the end goal of finding out why the customer is calling. Matching and routing literally thousands of calls to the correct agent is a difficult task, and is often done in concert with Interactive Voice Response and Computer Telephony systems. ACD servers can cost anywhere between a few thousand dollars to close to millions of dollars for a very large call center handling thousands of calls per day.

Automatic Call Distributor Vendors

Foehn - We are the experts in IP Communications with over 12 years of successful deployment of Asterisk and open source technology solutions. Our ACDs include skills based routing and sophisticated operator productivity algorithms.
AVOXI Provider of ACD /Automatic Call Distribution (ACD) Skills-Based Call Routing.
VadaXchange for Call Centres & Contact Centres In addition to Asterisk based ACD, VadaXchange Buddy provides full call centre agent and manager experience. It allows call centre agents to easily log in and out of the queues and see who else is in the queue. It also allows managers to monitor the performance of their agents on-line in real time, wherever they may be situated.
3CLogic offers a full suite of cloud based inbound and outbound customer interaction channels such as voice, chat and social media which integrate with our clients' existing CRM software such as Salesforce.com and Microsoft Dynamics. This integration provides businesses with a 360 degree view of all customer interactions regardless of the channel chosen by their customers.
Convox: ACD Solution by Deepija Telecom Pvt. Ltd. Feature- Auto Dialing, IVRS,CTI Integration, Vtiger Integration, Voice Broadcasting, Lead management.
UCN has established itself as a leader in the telephony industry by providing hosted telephony services, that match their traditional counter parts in quality, but that can be attained at a fraction of the cost. UCN has a myriad of contact center tools, including IVR, Automatic Call Distributors, & Computer Telephony solutions. If you're looking for a comprehensive solution, you may want to consider UCN's
A VOIP Predictive Dialer, a.k.a. soft predictive dialer, is a software product capable of predictive dialing using VOIP service directly. Besides computer and internet connection, there is no equipment needed in order to use VOIP predictive dialer.

Software Only Predictive Dialer
New predictive dialing technology, together with faster computers and bigger broadband bandwidth, enables software only predictive dialers to work as good as or even better than hardware based dialers. Software based solution avoids expensive telephony board and associated hardware maintenance cost. It is easy to install and configure. For example, it is very easy to setup remote agent (at home agent).

SOFTWARE ONLY PREDICTIVE DIALER
- Altitude predictive dialer - from 10 seats upwards. http://www.altitude.com/en/products/automation/dialer.html Provides powerful predictive dialing solutions The solution intelligently automates the call to be done, the best time, number and agent according to priorities, skills, availability and contact strategy.
All pacing modes are available including preview, power and an accurate predictive dialer. Outbound contacts can be blended with inbound activities.
Contact us today and schedule a demo! info@altitude.com - 905-479-2655
- 3CLogic Software Predictive Dialer - No hardware required. Unique software AMD algorithm eliminates dead air. Highly accurate with minimum wait time for agents. Agents can be working from home or multiple locations. Complete visibility into call center operations.
- Avyukta Intellicall - Predictive Dialer + VoIP Minutes - 99 Live reference centers across the globe + Best Quality VoIP Minutes with redundancy so as to minimize downtime. Predictive Dialer + VoIP Minutes Free demo. IVRS, Domestic PRI Based Center, Bulk VoIP Termination. Various models for Dialer and VoIP as per your requirement. Contact: - Sukumar Singh, sukumar@dialerindia.com Message Me: - avyukta.sukumar @ Gtalk, Skype. +91-8560000080.
- Genesis Communications predictive dialer - from 1 seats upwards. http://www.genesiscommunications.biz Provides Predictive dialing for at home agents as well as agents at single or multiple locations. Outbound, Inbound and Blended modes. Call Today for a demo or trial account! (949)276-4184 Also see our page on Voip-Info.org for more details: http://www.voip-info.org/wiki/view/Genesis+Communications,+Inc.
- MDLsolutions,Inc. - VoIP Dialer and Predictive Dialer. ...

IP PBX

admin — Thu, 23 May 2013 04:57:12 +0100

IP PBX is a phone system utilising IP communications. Traditionally IP PBX's are located on site where they can also interface to traditional telco services such as analogue phone lines. The business end users connect via IP to the IP PBX for voice service.

Page Contents

Vendor Information
Neotel 2000 VoIP Services - Virtual PBX expandable with CRM telemarketing software
Real Tone Technologies - All-in-One WiFi IP PBX for Home and Small office.
- WiFi IP PBX phone system
Yeastar - MyPBX IPPBX for Your Businesses.
- MyPBX Pro - IPPBX for Your Business
Telesail - All-In-One IPPBX with powerful billing system
- Enterprsie IP PBX TPB5008
Telesis PX24N Nano- Hybrid IP PBX in a Telephone Box.
Horizon, world’s most bandwidth efficient VoIP platform
- Gempro GP-708 GSM/3G/WCDMA VoIP PBX for all systems
See also
Where to Buy

Vendor Information

The following is a list of IP PBX vendors, manufacturers, and service providers.
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3CX - 3CX VoIP IP PBX
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Bullroar Telecom - Virtual PBX service from Bullroar is an all-inclusive hosted VoIP solution serving small businesses across the Gulf Coast. For one low monthly price per phone users have full access to a broad portfolio of features, virtually unlimited nationwide calling, and the reliability that comes along with our distributed nationwide network.
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Diamondcard Hosted PBX - Diamondcard Hosted PBX
Diamondcard Hosted PBX - Diamondcard Hosted PBX Wiki

Lean, mean and easy to use. We do initial configuration for you so its really easy to setup. Low cost and using open Source technology. Get started for as low as $9.60/mth. Reseller and private label program too. +1-303-997-0900 #1.

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.e4 Technologies - .e4 provides powerful, integrated IP Communications enterprise class services that provide the SMB customer to configure the exact voice, video, messaging and collaboration services they need in just minutes- all delivered on-demand.
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http://www.foehn.co. ...

voip-info.org

admin — Wed, 22 May 2013 23:06:22 +0100

Welcome to the VOIP Wiki - a reference guide to all things VOIP.

This Wiki covers everything related to VOIP, software, hardware, VoIP service providers, reviews, configurations, standards, tips and tricks and everything else related to voice over IP networks, IP telephony and Internet Telephony.

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NEWS

2013-05-22 - iTalk to Acquire 1-800-GET-VOIP Brand for Global VoIP Subscriber Service
2013-05-20 - asterCC hosted call center released 1.2 with e-Commerce module
2013-05-20 - New White Paper: VoIP Theft of Service: Protecting Your Network
2013-05-20 - Release FreePBX E-book in Chinese
2013-05-19 - Are you using MLM phone service?
2013-05-14 - 3CX launches its mobile device management solution - 3CX Mobile Device Manager
2013-05-09 - 2N® Helios IP Intercoms now officially certified for use with Aastra products
2013-05-09 - Aradial VOIP & Convergent Billing Aradial releases new converged billing version 6.1 for VOIP and Data services.
2013-05-08 - Siremis v4.0.0 is out - web management interface for Kamailio SIP server
2013-05-07 - 3CLogic Expands its Cloud Platform for Contact Centers with New Features to Increase Performance and Reliability
2013-05-07 - WombatDialer 0.6.13 offers asterCC hosted call center released 1.2 with e-Commerce module
2013-05-17 - iSymphony v2.8 released! Download and view the Release Notes.
2013-05-14 - amiDebugger is a web-based CLI-like AMI interface companion
2013-05-09 - Aradial Convergent Billing - Aradial releases new converged billing version 6.1 for VOIP and Data services.
2013-05-09 - Aradial Wifi Billing - Enforcer - Aradial releases new version for Aradial Hotspot/Wifi billing for Wifi and 3G offloading.
2013-05-07 miniSIPServer V13.2 updated to support Debian 7 system. Now, miniSIPServer can cover Windows, Ubuntu and Debian systems.

April 2013

2013-04-17 - PortSIP IMS/VoIP SDK v2.6 for Mobile PortSIP IMS/VoIP SDK v2.6 for Mobile released to support audio, video call and IM/Presence on iOS and Android.
2013-04-08 - miniSIPServer V13.1 released to support SIP over TLS.
2013-04-04 - Aculab - GroomerII media and signalling gateways for IP and TDM protocol conversion
Aculab - ApplianX SIP to TDM gateways
AudioCodes Enhanced SS7 Termination Solutions
Cosmos SS7-SIP Gateway Turn-key, high performance SS7/C7 solution from Cosmact. Scales from 1E1 to 64E1 per chassis. Supports single point code across multiple chassis. Flexible built in routing/digit manipulation rules for SS7/SIP conversion.
Dialogic IMG1010 Any-to-Any gateway that supports both media, signaling and transcoding in a single chassis
Dialogic Integrated Media Gateway, IMG1010.
Cisco PGW-2200 SS7/C7 Solution
Excel Switching (now Dialogic ) SS7 Gateways and Service Development platforms
Janus Systems High-density SS7/ISDN/CAS/SIP Signaling Converter
OpenCloud IP to IN translator: provides protocol conversion of IMS SIP to an SS7 protocol, such as INAP and CAMEL Phase 3.

PATTON Electronics - SmartNode 10K TDM + VoIP SmartMedia Gateway facilitate carrier-paced transition to all-IP architecture. Supporting concurrent TDM POTS/ISDN and NGN VoIP protocols, Patton’s commercial-grade SN10K gateways connect traditional SS7 edge, core and peer zones with new-generation MEGACO and SIP networks. FMC - By supporting such mobile and IP vocoders as AMR, AMR-WB (G.722.2), GSM-FR/GSM-EFR, EVRC/QCELP, G.728, G.729eg, and iLBC, with independent dynamic codec selection per channel, the SN10K enables fixed-mobile convergence (FMC). VAS - Scaling from four T1/E1 trunks up to a full STM-1, SN10K solutions enable customized ringback, background audio, number spoofing, ads-for-minutes, and other value-added services (VAS).

Sangoma Asterisk SS7 Solution Scalable & Expandable Asterisk SS7 Solution. Telco Certified around the World. Support for 16E1+
SIP Network to SS7 Interconnection This scalable solution provides interworking between SIP and SS7 at one or multiple points of presence.
SS7 to SIP Solutions Scalable SS7 to SIP Signaling Gateway Solutions from Teleprime Advanced Communications Division
Janus Systems High-density SS7/ISDN/CAS/SIP Signaling Converter
Cosmos SS7-SIP Gateway Turn-key, high performance SS7/C7 solution from Cosmact. Scales from 1E1 to 64E1 per chassis. Supports single point code across multiple chassis. Flexible built in routing/digit manipulation rules for SS7/SIP conversion.
Verisign offers a SIP to SS7 interconnection service.
SS7/SIGTRAN SIP access service available at: The Voice Peering Fabric.
Dialogic has an integrated media and signalling VoIP gateway that supports SS7, PRI and CAS for PSTN with SIP and H.323 for IP. IMG1010. Dialogic BorderNet 500 Gateways Provides flexibility in connecting to a wide variety of services and equipment, including SIP trunks, PSTN trunks, and legacy, hybrid, and IP PBXs.
SIP SS7 Gateway - Squire Technologies' media gateway provides full call control routing and supports SIP, H.323, MGCP, H.248 and SS7, PRI ISDN, CAS, R2 + see more SS7 VoIP Case Studies
Simmortel SIP Gateway: SS7 Affordable Gateway Solution built on Sangoma Cards. Scalable and Redundant SS7 architecture. 480+ concurrent calls. Mail: info@simmortel.com
Topex Eones Topex Eones offers seamless migration path from legacy TDM networks (SS7, ISDN) to VoIP networks(SIP&H.323), with a maximum capacity of 300 simultaneous calls( 10 E1 to 300 VoIP calls ).
OpenCloud Inter-Network Gateways - IP to IN and IN to IP translators

Resources

http://www.atcom.cn

IP Phone

Business Style


AT-810	AT-810P	AT-820	AT-820P

AT-840	AT-840P

Call center IP Phone

Asterisk simple php lookup up callerid name from Horde Turba. I needed a way to implement a system of abbreviated or speed dialing in Asterisk - using Horde Turba address book as a back-end, in order to replace similar functionality of a proprietary PBX system. Horde is a great, free web-based suite of groupware applications, such as an address book, an email client, a calendar client and so on. My Horde installation uses PostgreSQL - hence this script uses connects to a PostgreSQL backend. I had to add two extra columns in the "turba_objects" table - "object_abbdialphone" and "object_abbdialcode".

The way the script works is as follows:

1. User dials a three digit extension on their phone (the speed dial or abbreviated dial number).
2. Asterisk scans the Turba address book to see if any record has that extension number in the the "object_abbdialcode" column.
3. If one of the address book entries matches, then the AGI script returns the number found in the "object_abbdialphone" to be dialed out instead.
4. If not address book record matches, the script returns zero - and the dialplan plays and error message instead.

First extensions.conf:

exten => _XXX,1,NoOp(Run agi script to find abb dial in Horde Turba)
exten => _XXX,n,AGI(/var/lib/asterisk/agi-bin/abbdial.php)
exten => _XXX,n,GoToIf(${abbphonenumber}?:20)
exten => _XXX,n,Dial(IAX2/outgoing1/${abbphonenumber},,T)
exten => _XXX,n,HangUp()

exten => _XXX,20,Playback(/etc/asterisk/prompts/this_speed_dial_does_not_exist2)
exten => _XXX,n,HangUp()

Then the AGI script - I have mine at /var/lib/asterisk/agi-bin/abbdial.php:


#!/usr/bin/php
<?php
require 'phpagi.php';

$agi = new AGI();

/* Connect to Horde database */

$db = 'horde';
$dbuser = 'asterisk';
$dbpass = '';
$dbhost = 'localhost';

$dbconn = pg_connect("host=" . $dbhost . " " . "dbname=" . $db . " " . 
    "user=" . $dbuser . " " . "password=" . $dbpass);
if (!$dbconn) {
    echo "Can't connect to database.\n";
    exit;
}

$abbdialcode = $agi->request[agi_extension];

$sql = "SELECT object_abbdialphone FROM turba_objects WHERE " .
    "object_abbdialcode LIKE '%$abbdialcode%' LIMIT 1";

$result = pg_query($dbconn, $sql);
if (!$result) {
    echo "An error occurred running the query.\n";
    exit;
}

//if found number
if (pg_num_rows($result)==1){
    $row = pg_fetch_array($result);
    //check if full phone field is not null
    if ($row[object_abbdialphone]) {
        $phone_no = $row[object_abbdialphone];
    }
    //if full number field is empty, set phone number to 0
    else $phone_no = "0";
}

//if we can't find a record which matches the abb code, set phone number to 0
else $phone_no = "0";
;

$agi->set_variable("abbphonenumber", $phone_no);

exit;

?>