Open Architecture Computer Telephony Servers and Tools

VoIP - System Connection Options

The diagram above shows some of the options available for interconnectivity of offices using Voice Over IP Technology. In this way a central database can be used that is shared by the remote offices. Both the Voice part of the call and the associated data are passed over the VoIP Network. So, in the case of an outbound call made by the CallHandler, when the phone is answered by the prospect, the Agents screen is popped with the relevant data, and the Agents headset is connected to the appropriate telephone contact. This method of operation is the way in which Application Service Providers can provide a service for clients where the Client has to make only a minimum investment in equipment and software, but benefit from the comprehensive applications and capacity of the central server.
Main Office: In this example, the main office is shown with a CallHandler Computer Telephony Server incorporating E1/T1 Connectivity, VoIP Connectivity, Agent Headset Connectivity using hard wired units, and Voice Recording with separate temporary hard drive. Also shown is the ability to cluster CallHandler chassis together using MC3 Fibre Optic Cards to create very large systems where any call can be connected to any agent. Application programs on the system disc are kept to an absolute minimum consistent with increased reliability. A separate Voice Archive machine is used for long-term storage and manipulation of the digital voice files, which can be in any format, and to a variety of compression ratios.
Remote Office with Existing PBX: This diagram shows how an office with an existing PBX can be interconnected with the Main Office using VoIP. The voice part of the VoIP is passed via the internal H.100 BUS to the E1/T1 ISDN trunk card, and then to the PBX using Q931, DPNSS, Qsig etc. The data is passed via the local LAN so that screens can be popped etc. Remote Office with IP Phones: This part of the diagram shows how a remote office can be set up with no more than a simple Network Switch and an number of IP Phones. The agent's computers can either be connected via the IP Phone (where available) or direct to the Network Switch.
Remote Office with headsets connected via card in the Agents PC: This option shows how an office can be set up to use remote data, using a multimedia PC with a suitable card inserted into which the Agents headset is connected. See:Technical Summary

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