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Datapoint, Converged Networks for Call Centres

Converged Networks

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Converged Networks

IPT networks seem to give benefit and take extra effort in equal measure. Strategically, the argument is won that if next generation communications are to function, then a converged network is mandatory. But operationally the reliability and security imperatives make IPT management a whole new challenge to master.  

Even now that first generation deployment lessons have been learnt, it is reported that the majority still experience implementation issues with their converged network. One of the reasons for this is an initial lack of awareness of their greater complexity relative to TDM. IP networks are unique in that they are not static, there are multiple demarcation points in an IP network or any network that carries IP voice, and there are multiple integrated components within the IP network. Effective IPT planning is therefore based on that recognition. 

On the same theme of give and take, it is now possible to deliver complete branch network visibility and control from a single interface for intuitive centralised management. This brings with it enormous benefit from a total cost of ownership perspective and speed of deployment. 

However it also has to be recognised that Denial of Service, eavesdropping, identity spoofing, and toll fraud are some of the most significant security concerns in a VoIP environment. This demands a whole new generation of network management tools that can provide real time tracking of the voice path end to end, manage bandwidth, identify QOS and COS performance issues and the like.  

Operationally this is also a culture shock in that IT support has to evolve into real time responsiveness for voice traffic management and be prepared with well rehearsed escalation routines when disaster occurs from either internal performance issues or deliberate external security threats. The lesson here is that although cost reduction is central to the business case, it is a false economy to ignore the additional costs that proactive management will entail. 

The Emerging Role Of SIP

SIP is now working its way into the language of converged networks and brings with it many network level benefits outside its well publicised enablement of presence management and all that this will eventually bring to the user experience of unified communication.   

For branch networks, SIP architecture simplifies deployment and management. Branches can grow by adding a single platform at each branch without additional central or onsite hardware. SIP-enabled solutions can automatically discover each new location. At the same time, branch-based call processing and applications, driven by SIP, increase branch reliability and improve WAN utilisation.  

With SIP trunking, organisations can eliminate inter-office toll charges since “on-net” calls skip the local carrier’s voice network. New locations can be added at reduced cost by removing the need to order separate point-to-point circuits, as required in legacy TDM-based networking. 

Finally the rise of wireless access brings with it a similar number of concerns relative to voice traffic which means that VoWLAN solutions require particular attention to RF planning, coverage, capacity and the usual QoS and security issues.  

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Datapoint provides the following technologies and services for Converged Networks.  

 

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