A Presentation

On
IP Telephony Product Knowledge
including Call Center Date: August 23, 2022
Prepared By,
IPTSP and Products & Innovation Team
 Contents

• What is IP Telephony ?
• Call Flow diagram.
• IP Telephony Connectivity Media.
• Our Service Features.
• Few IP Telephony Components
• ADN Telecom Call Center Feature

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What is IP Telephony ?
 IP Telephony !!!

• Telephony that works on IP network. It’s a technology that uses

a traditional IP network to transport voice services.

• It is also called VoIP (voice over IP protocol)

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 Call Flow Diagram

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 IP Telephony Connectivity Media

• ADN‘s own network:

Data or Internet through fiber, radio or Wi-MAX

• Other Network:
If we need to deploy IP Telephony service over other ISP
network, we need to ensure they are connected to BDIX.
 BDIX has been established for physical interconnection
for its members (ISPs) to exchange and route local
Internet traffic locally.

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 Our Services

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 Solution Details

• Basic IP Telephony:
Generally a phone number with or without Phone set for making and
receiving call as a service.

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 Solution Details (Cont..)

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• Trunk ( Multi Channel / E1):

– Multi Channel Trunk (SIP): A "Multiple channel" or Multiple connection SIP

trunk, is a communication technology that carries more than one call over
Internet Protocol (IP).

– E1 Trunk: This is a TDM technology and it can carry up to 30 concurrent calls

simultaneously. Commonly used E1 Types are ISDN PRI, SS7, R2 etc.

(Before providing any Trunk line, we need to ensure client end device supports it)

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 Solution Details (Cont..)

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• Hunting Number:
Hunting Number is a IP Telephony feature. In telephony, hunting (or hunt group) is
the method of distributing phone calls from a single telephone number to a group
of phone lines/number.

• DID (Direct Inward Dialing)

DID is also an IP Telephony feature. It allows a company to assign a direct number
to a phone user, without requiring a separate physical phone line or call going
through an operator.

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 Solution Details (Cont..)

• Hosted Solution/Cloud Based Solution:

This technology allows a client use PBX service without owning it. Thus, client do
not need to invest anything for PBX or on it’s maintenance. In fact, the entire
telephone system is operated and maintained by our IP Telephony Cloud.

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• Short Code Parking:

Short codes (also known as short numbers) are special telephone number,
significantly shorter than full telephone number. Short codes are designed to be
easier to read and remember than normal telephone number. We host/park Short
Code.

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• Toll Free Service (LTFS):

Toll-free numbers allow callers to reach businesses and/or individuals without
being charged for the call. The charge for using a toll-free number is paid by the
called party (the toll-free subscriber) instead of the calling party.

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 Solution Details (Cont..)

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• Conference Bridge
Conference bridge allows a group of people to participate in phone call. It
allows participant to dial into a phone number that connects virtual meeting
room from their own phone.

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 Solution Details (Cont..)

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• Video Conferencing
Two way, real-time transmission of audio and video signals between specialized
devices or computers at two or more locations via a network such as a LAN or
internet.

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 Solution Details (Cont..)

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 Introduction of few IP Telephony
Components

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 What do the Terms FXS and FXO
Mean?
• FXS and FXO are the name of the ports used by analog phone lines (also
known as POTS – Plain Old Telephone Service) or phones.

• FXS – Foreign eXchange Subscriber interface is the port that actually

delivers the analog line to the subscriber. In other words it is the ‘plug on
the wall’ that delivers a dial tone, battery current and ring voltage

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• FXO – Foreign eXchange Office interface is the port that receives the
analog line. It is the plug on the phone or fax machine, or the plug(s) on
your analog phone system. It delivers an on-hook/off-hook indication
(loop closure). Since the FXO port is attached to a device, such as a fax or
phone, the device is often called the ‘FXO device’.

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 SIP Phones / IP Phones Types
• A IP Phone System requires the use of SIP
phones / VoIP phones. SIP phones come in
several versions and types:
• SIP / IP Soft Phones – Software Based SIP
Phone
• A software based SIP phone is an application
which makes use of your computer’s
microphone and speakers or an attached
headset to allow you to make or receive calls.
An example of a SIP phone is Linphone, X-Lite,
which are free to use for all 3CX Phone System
12 users.
• Android and iPhone

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• Hardware SIP Phone
A hardware based SIP phone looks and behaves just like a normal phone.
However, it is connected directly to the data network, rather than your
standard PSTN line(s). These phones have an integrated mini hub, so that
they can share the network connection with the computer, which means
you don’t need an additional network point for the phone. Examples of
hardware SIP phones are Escene, Snom and Yealink IP phones which work
seamlessly with IP PBX.

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 ADN Call Center Feature
• Inbound call to in-group/IVR/Extension
• IVR to Automatic distribution/skill based
• Multi Level IVR
• TPIN & Green PIN Integration
• Inbound/outbound call capacity
• Auto Dialer & Predictive dialer
• Business hour/Non-Business hour calls
• Agent Performance report
• Daily/monthly wise inbound/outbound call report
• Real time monitoring dashboard
• Managing user/agent group

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 ADN Call Center Feature (contd.)
• Inbound/outbound CDR, call record call transfer call Conference option
• Configurable call tree
• Skill based call/agent routing
• Bulk voice blast
• Easy CRM Integration
• Multiple queue selection
• Integration with social media Ex: Facebook. And many more……….

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 Call Flow for Domestic call Center

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 Thank you

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