# Presentation: 502685

## IP Telephony Overview 

**IP Telephony Overview **

**Laurence J. Fromm**
**VP, New Business Development**

## About Dialogic Corporation

_**Overview:**_
**World’s leading provider of computer telephony components **
**Pioneer in providing IP telephony platforms**
**1996 revenue: $214M.  NASDAQ: DLGC**
_**Markets:**_
**Hardware and software components address three markets:  messaging, data base access, connections**

**Notes:**
We are real.
We are pioneers.
The market is happening.We are making it happen.

## Internet Telephony

- 	Today,  organizations and individuals have separate voice and data networks.  Internet telephony drives the convergence to a single network.
- 	Today,  telecommunication equipment are closed systems.  Internet telephony opens up the telecommunication infrastructure, spurring rapid growth of features and capabilities.

**Notes:**
1) IP telephony allows organizations to consolidate voice and data traffic on  a single network.  This may take place within a building, between buildings on a wide area network, in the last mile of the public network, or in the public network backbone.  The reason this is happening now is the rise of the internet.  The consolidated network will look more like a data network than a voice network.

## Next Generation Telcos	

- Worldwide IP telco
- Offer low cost voice / fax service using data network backbones
- Regulatory landscape uncertain
- Cost / pricing structures uncertain

## Last Mile Applications

- Inbound/outbound phone calls are connected via the Internet.
- No more missed calls - benefits calling and called parties.
- Higher completion rates - benefits local and long distance carriers.

**Notes:**
Another great end point application enables web surfers to avoid missing a phone call. Most homes (84% in the US) have only one phone line.  If its used to get online, normally incoming calls receive a busy signal.  By using Internet phone technology, however, calls be completed.  The phone call is converted to IP traffic, and routed via your internet session to your desktop.  You can accept the call, and converse with the caller using your multimedia PC.  No more missed phone calls!
Everyone wins with this - the caller doesn’t get a busy signal, the called party doesn’t miss any calls, the local phone company can charge for both the on line session and the connected call and for the busy-forward service, the ISP can charge for connecting the call, and long distance company has a higher call completion rate.

## Incoming Calls Busy Forward to Gateway at ISP

**Incoming Calls Busy Forward ****to Gateway at ISP**

**Digital Modem Pool**

**Internet Phone Gateway**

**Router**

**ISP**

**Notes:**
The incoming call is redirected (busy forward) to the gateway at the ISP POP, where the call in converted to packets and delivered to the user’s multimedia PC over the established PPP link.

Since the Internet phone call is not going through any router, the latency is much better than most Internet phone calls.

## Last Mile

- Enables dual use of single wire to home
- When gateways placed at or near ISP POP, QoS is very high
- Win / Win / Win / Win scenario:  Long distance carriers, (some) local carriers, ISPs, and consumers all benefit

## Call Center Integration

**Enables web surfers to connect to service agents****                  over one phone line**

**Notes:**
The web site would look something like this.  In addition to normal control items a page would contain, it would include an option to ‘call agent’.  When clicked, the button initiates an Internet telephone session between this client and an ACD connected via a gateway and an existing ACD system.

## Call Center Integration

- Internet PhoneGateway

- Web site

**Call Center Integration**

- Gateway can be locatedin the network or CPE

- Web server

**Notes:**
Another way to avoid the chicken and egg problem is to deploy ‘endpoint’ solutions - solutions that require just one gateway to offer service.

One of themost attractive endpoint applications is call center integration.  A gateway at the call center site can allow customers to call in via their multimedia PCs.  The gateway converts the call to standard telephone traffic, and passes it to an ACD.  The ACD does not need to be reconfigured to accept this new kind of caller, and the call center avoids the long distance 800 calls.j

The customer takes advantage of another advantage of Internet telephony - the ability to combine voice and data traffic on a single line.  If the customer is surfing the web, they now have the ability to talk to a customer service agent about items of interest at the same time.  They can view information on their screen, at the same time the talk to the agent.  

For the company, this means immediate sales opportunities when the customer is most interested in their merchandise.

## Call Center Integration

- Allows ubiquitous access to call center agents
- Enables web commerce, customer service
- Funnels more inquires to www
- Gateways can be located at the call center, in the phone network or at the ISP POP

## Virtual Switch - ACD

**PSTN**

**Virtual ACD**

**Virtual Switch - ACD**

**Agent at home**

**Agent at work**

**Notes:**
Another way to avoid the chicken and egg problem is to deploy ‘endpoint’ solutions - solutions that require just one gateway to offer service.

One of the most attractive endpoint applicationsis call center integration.  A gateway at the call center site can allow customers to call in via their multimedia PCs.  The gateway converts the call to standard telephone traffic, and passes it to an ACD.  The ACD does not need to be reconfigured to accept this new kind of caller, and the call center avoids the long distance 800 calls.j

The customer takes advantage of another advantage of Internet telephony - the ability to combine voice and data traffic on a single line.  If the customer is surfing the web, they now have the ability to talk to a customer service agent about items of interest at the same time.  They can view information on their screen, at the same time the talk to the agent.  

For the company, this means immediate sales opportunities when the customer is most interested in their merchandise.

## Virtual Switch - PBX

**PSTN**

**Virtual**** ****PBX**

**Virtual Switch - PBX**

**Notes:**
Another way to avoid the chicken and egg problem is to deploy ‘endpoint’ solutions - solutions that require just one gateway to offer service.

One of themost attractive endpoint applicationsis call center integration.  A gateway at the call center site can allow customers to call in via their multimedia PCs.  The gateway converts the call to standard telephone traffic, and passes it to an ACD.  The ACD does not need to be reconfigured to accept this new kind of caller, and the call center avoids the long distance 800 calls.j

The customer takes advantage of another advantage of Internet telephony - the ability to combine voice and data traffic on a single line.  If the customer is surfing the web, they now have the ability to talk to a customer service agent about items of interest at the same time.  They can view information on their screen, at the same time the talk to the agent.  

For the company, this means immediate sales opportunities when the customer is most interested in their merchandise.

## Virtual Switch

- Virtualizes ACD / PBX functionality
- Single voice / data link to agents / desktops via IP
- Agents / workers can be local or remote
- Gateway functionality for PSTN connections

## Corporate Intranets

- Intranet/
- Internet

- Leased** **Lines& PSTN

**Internet Phone**
**   ****Gateway**

**PBX**

**PBX**

**PBX**

**Internet Phone**
**   ****Gateway**

**Internet Phone**
**   ****Gateway**

**Notes:**
Transmitting voice over an IP network attracts most of the attention, but even here there are several flavors of applications.

A largely untold story is how the Internet is used in conjunction with the PSTN to control and monitor telephone calls.  Phones are cheap, easy to use, mobile, and ubiquitous.  But they are dumb - you can only control them 12 buttons.  (One way to view Dialogic’s mission to make phones smart).  The Internet allows us to apply computer intelligence more broadly to making phones smart.

## Corporate Intranets

- Managed bandwidth, latency, and QoS
- Intranets in place and growing
- IP networks cheaper than leased lines per bandwidth
- IP telephony significantly compresses voice
- Once IP beats frame relay on price, QoS are equivalent because of management homogeneity

## Fax over Internet Protocol

- $30B/year in worldwide long
- distance charges; Internet fax avoids these charges.

**Internet**

**Internet Fax Server (IFS)**

**Fax over Internet Protocol**

**Internet Fax Server (IFS)**

**Notes:**
A great Internet telephony application is fax over Internet Protocol (IP) networks.

Internet fax servers are used to convert traditional telephone traffic to the Internet or intranet, bypassing long distance charges and adding features.  A combination of public and private gateways are available.

Sending faxes consumes over $30B a year in long distance charges.

## Fax over IP

- Over $30B per year is spent sending faxes
- A little latency does not affect fax QoS
- Users demand _real time_ service for fax
- Intelligent gateways can be used for other capabilities

## Internet Telephony Standards

- Internation Telecommunications Union (ITU)H.323 call control; G.723.1, G.729a voice coders www.itu.ch
- Voice Over Internet Protocol (VOIP)Founded by Cisco, Microsoft, Dialogic, USR, VocaltecExtensions and refinements to H.323.  Now part of the International Multimedia Teleconferencing Consortium (IMTC)www.imtc.org
- Enterprise Conputer Telephony Forum (ECTF)Founded by Dialogic, Nortel, Ericsson, DEC, HPS.100 media and call control APIwww.ectf.org
- Internet Engineering Task Forcewww.ietf.org

## Voice Over IP Activity Group International Multimedia Teleconferencing Consortium

**Voice Over IP Activity Group ****International Multimedia Teleconferencing Consortium**

**3Com**
- Action Consulting
- AT&T
- Audio Codes
- Bell Atlantic
- Bell Canada
- BellCore
- BT
- Brooktrout
- BTG USA
- Castleton
**Cisco**
**Creative Labs**
- DataBeam
**Dialogic**
- DSP Group
- Ericsson

- RAD Data
- RADVision
- Siemens
- Sipro
- SmithMicro
- TCOM
- Telogy
- TMSI
- TransNexus
- USR Robotics
- ViaDSP
- VideoServer
**Vienna Systems**
**VocalTec**
- VoiceCraft
**Voxware, Inc**

**Microsoft**
- Motorola
- NMS
- NetPhone
- Netrix
- Netscape
**NetSpeak**
- Nokia
**Nortel**
- NTT
**Nuera**
**Octel**
- OKI
- OnLive!
- PictureTel
- pulver.com
- PRT

- Four11
- France Telecom
- GTE Labs Inc
- IBM
- Intecom
- Intel
- Intecom/Incite
- ITC
- Intervoice
- LDDS Worldcom
- Lucent Tech.
- Madge
- MCI
- Mediacom
- Mediatrix
- Mibridge
**Micom**

**Founding Member**

## Technical Issues

**Call Control - H.323**
**Voice Coders - G.723.1, etc.**
**Interoperability - IMTC events**
**Directory Services**

## www.dialogic.com