gds partners - extending genesys with asterisk

© 2005 GDS Partners

Extending Genesys with Asterisk platform

Boris Zolotarev, [email protected]


OutlineOutline

About GDS PartnersAbout GDS PartnersIntroduction to Asterisk platformIntroduction to Asterisk platformExtending Genesys with Asterisk platformExtending Genesys with Asterisk platform–– GDS Voicemail Solution with Unified MessagingGDS Voicemail Solution with Unified Messaging–– GDS Voice Recording SolutionGDS Voice Recording Solution–– GDS Conferencing SolutionGDS Conferencing Solution–– Other solutionsOther solutions

SummarySummary


About GDS PartnersAbout GDS Partners


SummarySummary


Who we areWho we are

Professional services and application development companyProfessional services and application development company10 years of experience10 years of experienceGenesys focused and Genesys focused and InterActsInterActs partnerpartnerDual shore business modelDual shore business modelStrong process and methodologyStrong process and methodology–– Cost savings Cost savings –– On time, on budget project delivery On time, on budget project delivery –– Faster time to market due to effective resource usage Faster time to market due to effective resource usage –– Rapid response to a constantly changing technology Rapid response to a constantly changing technology


What we doWhat we do

Web Application development experienceWeb Application development experienceConsulting related to Genesys solutionsConsulting related to Genesys solutions–– Installation, Configuration and IntegrationInstallation, Configuration and Integration–– Services around Genesys: Services around Genesys:

•• VoiceXMLVoiceXML developmentdevelopment•• Routing developmentRouting development•• Custom Agent Desktop ApplicationsCustom Agent Desktop Applications•• Custom Reporting SolutionsCustom Reporting Solutions•• Custom development using Genesys SDKsCustom development using Genesys SDKs•• etc.etc.

Interaction Management Systems Product DevelopmentInteraction Management Systems Product Development•• Microsoft Outlook PlugMicrosoft Outlook Plug--InIn•• GDS Voicemail with Unified MessagingGDS Voicemail with Unified Messaging•• GDS Call RecordingGDS Call Recording•• GDS ConferencingGDS Conferencing

Asterisk Adapter for GenesysAsterisk Adapter for Genesys


ReferencesReferences


Introduction to Asterisk platformIntroduction to Asterisk platform


SummarySummary


What is Asterisk?What is Asterisk?

Open source toolkit for telephony apps and software PBXOpen source toolkit for telephony apps and software PBX

Runs on Linux (FreeBSD, OpenBSD, OS/X …)Runs on Linux (FreeBSD, OpenBSD, OS/X …)

Low cost of ownershipLow cost of ownership

Large development community Large development community

Wide market adoptionWide market adoption

Standalone or addition to a existing telephony systemStandalone or addition to a existing telephony system

Broad list of features to bring into Genesys worldBroad list of features to bring into Genesys world


Asterisk architectureAsterisk architecture

The PBX Core:PBX Switching, Application Launcher,Codec Translator, Scheduler and I/O Manager

Cha

nnel

s A

PI

App

licat

ions

A

PI Cod

ec

Tran

slat

. API

File

Fo

rmat

API

Com

mon

re

sour

ces

CD

R

driv

ers

H.323

ISDN

Conf

Queue

MP3

G.723gsm

mp3

Config.

Featur.

UnixODBCFreeTDS

Modular designModular design

FlexibilityFlexibility

Telephony hardware and Telephony hardware and technology abstractiontechnology abstraction

GSMVMSIP wav AGI CVSLawDialIAX2 alaw


Extending Genesys with Asterisk Extending Genesys with Asterisk platformplatform


SummarySummary


Asterisk in Genesys IPAsterisk in Genesys IPContact CenterContact Center

IP phones

IP (QoS) network

GDS Partners Solutions:• Voicemail• Voice Recording• Conferencing• etc.

PSTN

Customers

PSTN/VoIPGateway

Genesys Servers

IP Phone

Analog Phone

Internet

POTSGateway

POTS

Analog Phone

SIP

Open architecture and Industry standardsOpen architecture and Industry standards




SummarySummary


GDS Voicemail Solution overviewGDS Voicemail Solution overviewBased on Asterisk platformBased on Asterisk platform

Voicemail solution with Unified MessagingVoicemail solution with Unified Messaging

Leverages Genesys open architecture and SIP standard Leverages Genesys open architecture and SIP standard implementationimplementation

Supports Genesys IPMX and traditional TDM PBX over Genesys Supports Genesys IPMX and traditional TDM PBX over Genesys environmentenvironment

Support for Genesys SIP CS under developmentSupport for Genesys SIP CS under development

Voicemail boxes creation and manipulation using Genesys CMEVoicemail boxes creation and manipulation using Genesys CME

Three interfaces to manage Voicemails:Three interfaces to manage Voicemails:–– Customized GCN Web Customized GCN Web –– Stand alone web interfaceStand alone web interface–– Voice interface Voice interface


Voicemail Features HighlightsVoicemail Features Highlights

Email notificationEmail notification

Voicemail delivery via email (as a WAV file email attach)Voicemail delivery via email (as a WAV file email attach)

Group and individual Voicemail boxesGroup and individual Voicemail boxes

Popular voice file formats support: WAV, WAV49, GSMPopular voice file formats support: WAV, WAV49, GSM

Virtually unlimited number of voicemail boxes Virtually unlimited number of voicemail boxes

Open System Architecture (leverage Linux architecture)Open System Architecture (leverage Linux architecture)

Next step:Next step:Easy integration with other desktop applications (.NET)Easy integration with other desktop applications (.NET)GAD integrationGAD integration


GDS Voicemail Solution GDS Voicemail Solution architecture in IP environmentarchitecture in IP environment

IP phones

IP (QoS) network

PSTN

Customers

PSTN/VoIPGateway

IP Phone

Analog Phone

Internet

Genesys Servers GDS VM ServerRouter GISSIP CS

SIP

GDS VM server:- voicemail logic- voicemail manipulation logic (Voice, Web interface)- voicemail boxes- voicemails

Linux, FreeBDS, OpenBDS, OS/X…

Genesys platform

Legend:


SIP CS call flow scenarioSIP CS call flow scenario

IP (QoS) network

URS

Stat Server

SIPT-libRTP Stream

❷❸

❹

❺

❼

GDS VM Server

Config. Server

SIP CS

VoIP Gateway

❻

PSTN

❽

1. Customer’s incoming call 2. VoIP Gateway contacts SIP CS3. SIP CS asks URS (Tlib) for the target4. URS finds targets (Agent’s Voicemail)5. URS answers SIP CS

6. SIP CS invites target agent or device (SIP messaging)

7. Voice path is established between gateway and Voicemail server

8. During the call SIP CS stays in Signaling path

❶

SIP industry standard implementationSIP industry standard implementation


TDM PBX call scenarioTDM PBX call scenario

Conf. Server

❶

❷

GDS VM Server

Stat Server

Custom Server

DTMPBX

PSTN

CTI URS ❸❺ ❹

Linux server with Asterisk and Digium

T1/E1/T3/E3/Analog card

❼

❻

1. Customer’s incoming call2. Genesys gets info via CTI link3. URS finds targets (Agent’s Voicemail)

4. URS runs URS Custom Server (GDS VM Custom Server)

5. Genesys pass target info (voicemail server) to the PBX

6. PBX establishes voice link with GDS VM server

7. GDS VM server communicates with Genesys Custom server via Asterisk Gateway Interface and reads Caller’s and Voicemail box data

Open architecture implementationOpen architecture implementation


Voicemail box creation and Voicemail box creation and manipulationmanipulation

Application parameters Application parameters

Create individual or group Create individual or group voicemail box using CME voicemail box using CME onlyonly

Define email for voicemail Define email for voicemail email delivery (individual and email delivery (individual and group voicemail email group voicemail email delivery)delivery)

Modify voicemail box Modify voicemail box propertiesproperties

Modify email delivery infoModify email delivery info


Voicemail manipulation usingVoicemail manipulation usingWeb interfaceWeb interface

Individual and Group Individual and Group Voicemail manipulation Voicemail manipulation

Play, Delete, Forward and Play, Delete, Forward and organize voicemails within organize voicemails within predefined voicemail boxespredefined voicemail boxes

Directory supportDirectory support


Voicemail manipulation usingVoicemail manipulation usingGCN Web interfaceGCN Web interface

One LogOne Log--In to both, GCN In to both, GCN Web and VoicemailWeb and Voicemail

Voicemail notificationVoicemail notification

Familiar GUIFamiliar GUI

Voicemail manipulation Voicemail manipulation (Play, Delete, Organize, (Play, Delete, Organize, Forward)Forward)

Individual and Group Individual and Group voicemailsvoicemails

Unified MessagingUnified Messaging


Reference architecture:Reference architecture:A large US financial institution A large US financial institution

Contact Center Architecture• Thousands of agents across the

country• Existing Load Balancing and On

Premise Genesys Enterprise Routing Solution

Business drivers• Move away from Legacy TDM PBX • Reduce cost• Converging Telecom and Data

networks• Enable new applications and services

(Unified Messaging, remote agents etc.)

Solution • Genesys SIP CS on premise• GDS VM Solution for Voice Mail and

Unified Messaging• Integration with SIP IVR

Stat Server

PSTN

SIP IVR

URS

Network T-Server

Network IVR

Enterprise TDMEnterprise TDM

“Legacy” agents

VoIPGateway

ERSERS

Remote agents

SIP CS

LegacyPBX

GDS VM

IP (QoS) network

IP based agents

Enterprise IPCCEnterprise IPCC




SummarySummary


GDS Voice Recording Solution GDS Voice Recording Solution overviewoverview

Works in IP and TDM environmentWorks in IP and TDM environmentRecord separate input and output and/or merged audioRecord separate input and output and/or merged audioRouting strategy level decision about which interactions are Routing strategy level decision about which interactions are recordedrecordedAutomatically eAutomatically e--mail recorded interactionsmail recorded interactionsGCN Web integration:GCN Web integration:–– Agent ViewAgent View

•• View and play interaction recordingsView and play interaction recordings–– Supervisor ViewSupervisor View

•• View, play and delete interaction recordingsView, play and delete interaction recordings•• RealReal--time interaction monitoringtime interaction monitoring

Agent level definition on what interaction can be accessedAgent level definition on what interaction can be accessed


GDS Voice Recording Solution GDS Voice Recording Solution architecture in IP environmentarchitecture in IP environment

IP phones

IP (QoS) network

PSTN

Customers

PSTN/VoIPGateway

IP Phone

Analog Phone

Internet

Linux, FreeBDS, OpenBDS, OS/X…

Genesys supported platform

Legend:

SIP

GDS Voice Recording ServerGenesys Servers

RouterSIP CS

SIP

SIP standard and Open architecture ImplementationSIP standard and Open architecture Implementation


Agent ViewAgent View

Familiar GUIFamiliar GUI

History view with History view with recorded interactions recorded interactions

Listen recorded Listen recorded interactions based on interactions based on agent roleagent role


Supervisor ViewSupervisor View

View, Play, Delete, View, Play, Delete, recorded interactionrecorded interaction

RealReal--time interaction time interaction monitoringmonitoring

Agent level definition Agent level definition on what interactions can on what interactions can be accessedbe accessed




SummarySummary


GDS Voice Conferencing SolutionGDS Voice Conferencing Solution

Support for TDM and VoIP Support for TDM and VoIP environmentenvironment

Web InterfaceWeb Interface–– Create Voice Conference Create Voice Conference –– Moderate Conference Moderate Conference –– Administer Conference Administer Conference –– Record ConferenceRecord Conference

Simple Contact ManagementSimple Contact Management




SummarySummary


Other solutionsOther solutions

PSTN gateway (with Digium card): PSTN gateway (with Digium card): BRI, 4ESS, EuroISDN, National ISDN2, NFAS…BRI, 4ESS, EuroISDN, National ISDN2, NFAS…VoIP gateway (no additional hardware): VoIP gateway (no additional hardware): SIP, H.323, SCCP, IAX …SIP, H.323, SCCP, IAX …Low budget IVR solution Low budget IVR solution –– Call treatmentsCall treatments–– Collect digitsCollect digits–– MOHMOH

TTS via FestivalTTS via FestivalFax server Fax server –– Send and receive faxesSend and receive faxes–– Fax delivery via email (TIFF, PDF)Fax delivery via email (TIFF, PDF)


OutlineOutline


SummarySummary


SummarySummary

Genesys and Asterisk implements open architectureGenesys and Asterisk implements open architecture

Genesys and Asterisk implements SIP industry standardGenesys and Asterisk implements SIP industry standard

Open architecture + Industry standards = Cost effective Open architecture + Industry standards = Cost effective extention with third party applications and solutions:extention with third party applications and solutions:–– GDS Voicemail Solution with Unified MessagingGDS Voicemail Solution with Unified Messaging–– GDS Voice Recording SolutionGDS Voice Recording Solution–– GDS Conferencing SolutionGDS Conferencing Solutionand much moreand much more

© 2005 GDS Partners Boris Zolotarev, [email protected]

Thank you!Discussion

For more info or live demo:

[email protected]

gds partners - extending genesys with asterisk

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