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Communication solution – CASE STUDY 1. nem.con Grandeur Pvt Ltd. INDEX. CASE STUDY 1. Existing Communication Architecture. Office by Office Description. Challenges in Existing Architecture. NEW Architecture. New Call Flow and Features – Internal communication.

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Nem con grandeur pvt ltd

Communication solution – CASE STUDY 1

nem.con Grandeur Pvt Ltd.


Nem con grandeur pvt ltd

INDEX

CASE STUDY 1

  • Existing Communication Architecture

  • Office by Office Description

  • Challenges in Existing Architecture

  • NEW Architecture

  • New Call Flow and Features – Internal communication

  • New Call Flow and Features – Outbound – External Communication

  • New Call Flow and Features – Inbound – External Communication

  • Key Highlights


Nem con grandeur pvt ltd

EXISTING COMMUNICATION ARCHITECTURE

CASE STUDY 1

NEVADA – LARGEST WAREHOUSE

CHICAGO –WAREHOUSE

1 PRI LINE

MICROSOFT COMMUNICATION SERVER

VoIP

DID

1 PRI LINE

MICROSOFT COMMUNICATION SERVER

DID

IBW

CALIFORNIA - HEADQUARTERS

NEW YORK – WAREHOUSE

EPABX

1 PRI LINE

DID

EPABX

1 PRI LINE

DID

ATLANTA – WAREHOUSE

EPABX

1 PRI LINE

DID


Nem con grandeur pvt ltd

EXISTING COMMUNICATION ARCHITECTURE

CASE STUDY 1

NEVADA – LARGEST WAREHOUSE

1 PRI LINE

MICROSOFT COMMUNICATION SERVER

VoIP

DID

IBW

  • Client had installed Microsoft communication exchange server.

  • local calling was done through pri line while calling outside of the state was done through VoIP

  • Intra office calling using VoIP.

  • Inbound traffic through DID which served as helpline for sales / CS


Nem con grandeur pvt ltd

EXISTING COMMUNICATION ARCHITECTURE

CASE STUDY 1

IBW

  • Client had an EPABX here

  • All calling through PRI

  • Intra office calling using PRI

  • Inbound traffic through DID serving as helpline for Sales / CS

CALIFORNIA - HEADQUARTERS

EPABX

1 PRI LINE

DID


Nem con grandeur pvt ltd

EXISTING COMMUNICATION ARCHITECTURE

CASE STUDY 1

IBW

  • Client had an EPABX here

  • All calling through PRI

  • Intra office calling using PRI

  • Inbound traffic through DID serving as helpline for Sales / CS

ATLANTA – WAREHOUSE

EPABX

1 PRI LINE

DID


Nem con grandeur pvt ltd

EXISTING COMMUNICATION ARCHITECTURE

CASE STUDY 1

IBW

  • Client had an EPABX here

  • All calling through PRI

  • Intra office calling using PRI

  • Inbound traffic through DID which served as helpline for sales / CS

NEW YORK – WAREHOUSE

EPABX

1 PRI LINE

DID


Nem con grandeur pvt ltd

EXISTING COMMUNICATION ARCHITECTURE

CASE STUDY 1

CHICAGO –WAREHOUSE

EPABX

1 PRI LINE

DID

  • Client had an EPABX here

  • All calling through PRI

  • Intra office calling using PRI

  • Inbound traffic through DID serving as helpline for sales / CS

IBW


Nem con grandeur pvt ltd

CHALLENGES IN EXISTING ARCHITECTURE

CASE STUDY 1

USER FRIENDLINESS

COST

  • Inter office communication happened through PRI or VoIP and hence was chargeable.

  • Microsoft Communication Server – expensive technology.

  • Didn’t want any spends on hardware

  • Communication platforms used were not prioritised in terms of cost.

  • No Live monitoring across offices.

  • No recording of conversations.

  • IT admin has no collated view of the entire telecom spends.

  • No single client for voice / chat / video except for the Nevada Office.

  • Inbound caller had to rely on the operator for reaching the correct extension.

TECHNICAL

ARCHITECTURE

  • Integration of Microsoft communication server with Asterisk server and SIP client without an API and yet within legal purview.

  • IT admin will set all rules dynamically in Microsoft communication server but should be applicable to the asterisk server as well.

  • Different communication hardware in each of the offices making it difficult to unify them.

  • No organized call flow despite inbound calls for various departments.


Nem con grandeur pvt ltd

NEW ARCHITECTURE

CASE STUDY 1

NEVADA – LARGEST WAREHOUSE

CHICAGO –WAREHOUSE

1 PRI LINE

MICROSOFT COMMUNICATION SERVER

ASTERISK SERVER ON VMWARE

VoIP

DID – all Geographies

REMOTE CONNECTIVITY TO ASTERISK SERVER

VoIP

IBW

CALIFORNIA - HEADQUARTERS

NEW YORK – WAREHOUSE

REMOTE CONNECTIVITY TO ASTERISK SERVER

VoIP

REMOTE CONNECTIVITY TO ASTERISK SERVER

VoIP

ATLANTA – WAREHOUSE

REMOTE CONNECTIVITY TO ASTERISK SERVER

LOCAL ASTERISK SERVER on PC

PRI


Nem con grandeur pvt ltd

NEW CALL FLOW - INTERNAL

CASE STUDY 1

CHICAGO

NEVADA

LYNC CLIENT

SIP CLIENT –

I BEAM

MS COMM. SERVER

VoIP PRI

SIP CLIENT –

I BEAM

IBW

HUB ASTERISK SERVER

NEW YORK

CALIFORNIA

ATLANTA

SIP CLIENT –

I BEAM

VoIP

PRI

SIP CLIENT –

I BEAM

LOCAL ASTERISK SERVER

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM


Nem con grandeur pvt ltd

INTERNAL CALLING DESCRIPTION

CASE STUDY 1

  • Within Nevada office, employees can chat, video call, call each other through LYNC client on dialling desired extension.

  • CALL FLOW: LYNC – MS Comm Server – HUB Asterisk Server – MS COMM Server - LYNC

  • Within the organization out side of Nevada office employees can call other employees on desired extensions.

  • CALL FLOW: LYNC – MS Comm Server – HUB Asterisk Server – SIP CLIENT

NEVADA

  • In the Atlanta office, there was a connectivity issue with bandwidth at times, hence a local Asterisk Server was installed there. Internal calling of employees within office happened on dialling desired extension numer.

  • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – SIP CLIENT

  • Internal calling to Nevada office employees on dialling desired extension

  • CALL FLOW: SIP CLIENT – LOCAL Asterisk server – HUB Asterisk Server – MS Comm. Server – LYNC.

  • In case the bandwidth is down then dial the desired number through VoIP.

  • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – PRI – END USER

ATLANTA

  • Internal calling within same location or other locations except Nevada office.

  • CALL FLOW: SIP CLIENT – HUB Asterisk server – SIP CLIENT

  • Internal Calling to Nevada office.

  • CALL FLOW: SIP CLIENT – HUB Asterisk server – MS Comm. Server - LYNC

OTHER OFFICES


Nem con grandeur pvt ltd

NEW CALL FLOW – OUTBOUND – NON OFFICE

CASE STUDY 1

NEVADA

LYNC CLIENT

MS COMM. SERVER

VoIP PRI

IBW

HUB ASTERISK SERVER

CALIFORNIA

ATLANTA

VoIP

PRI

SIP CLIENT –

I BEAM

LOCAL ASTERISK SERVER

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM


Nem con grandeur pvt ltd

OUTBOUND DESCRIPTION

CASE STUDY 1

  • Nevada office employees can out call any number.

  • CALL FLOW: LYNC – MS Comm Server – HUB Asterisk Server – VoIP/PRI – DESTINATION

  • Other than Atlanta / Nevada office calling outside of office network happens as under

  • CALL FLOW: LYNC – SIP CLIENT – HUB Asterisk Server – VoIP/PRI – DESTINATION

  • Atlanta office calling outside of the organization network

  • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – HUB Asterisk Server – VoIP/PRI – DESTINATION

  • Atlanta office calling outside of organization when connectivity is down

  • CALL FLOW: SIP CLIENT – LOCAL Asterisk Server – PRI - DESTINATION

CALL FLOW

FEATURES

  • Outcalling will happen as per the dynamic low cost routing logic set by the admin in Microsoft Comm. Server – Asterisk server will understand the rules set in MS Comm. Server and set the routing accordingly.

  • Call recording – chronicling with proper nomenclature from the recording library.

  • Call Retrieval – Through an advanced search box

  • Automatic switchover from VoIP to PRI in case VPN over IBW is down.


Nem con grandeur pvt ltd

NEW CALL FLOW – INBOUND - NON OFFICE

CASE STUDY 1

NEVADA

LYNC CLIENT

MS COMM. SERVER

DID

IBW

HUB ASTERISK SERVER

CALIFORNIA

ATLANTA

PRI

SIP CLIENT –

I BEAM

LOCAL ASTERISK SERVER

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM

SIP CLIENT –

I BEAM


Nem con grandeur pvt ltd

INBOUND DESCRIPTION

CASE STUDY 1

  • All incoming calls land on DIDs that the organization had taken, which were different for different regions.

  • For nevada office, inbound calls landed as per this logic

  • CALL FLOW: ORIGIN – HUB Asterisk Server – MS Comm. Server - LYNC

  • For Atlanta Office the incoming calls were routed as under:

  • CALL FLOW: ORIGIN – HUB Asterisk Server – LOCAL Asterisk Server – SIP CLIENT

  • For other offices the incoming calls were routed as under:

  • CALL FLOW: ORIGIN – HUB Asterisk Server – SIP CLIENT

CALL FLOW

FEATURES

  • Inbound calls from various destinations would land up on the HUB Asterisk server where an IVR Was configured giving 3 options to the callers:

    • If for Sales press 1 and the call would land up at sales workstations of the respective offices.

    • If for service press 2 and the call would land up at service work stations of the respective offices.

    • If they knew the desired extension number, they can straightaway dial that too.

  • In case the call doesn’t get picked up then it gets routed to a mobile number which was manned 24/7. In case the mobile number is busy then the caller leaves a voice mail which gets emailed to the extension number the caller was trying to reach.

  • In case of a caller calling to Sales or service set up, and not able to get through, voice mail was emailed to the supervisor who can further take care of it.

  • Call recording and chronicling them.


Nem con grandeur pvt ltd

KEY HIGHLIGHTS

CASE STUDY 1

Negotiation with the MC Comm Server Protocol without an API and without any illegal access of the DB.

Setting up a multi office communication architecture with minimal expense.

Creating a low cost routing logic for outbound calls, basis the cheapest VoIP rates for the destination location – which was dynamic and can be altered by the Admin.

Ensuring that inbound calls get routed to the sales / service of the respective office basis the location of the originator


Nem con grandeur pvt ltd

CASE STUDY 1


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