EOS VoIP White Paper

White Paper On

Enhanced Operator Services

With VoIP

Agents

Submitted By:

Wayne E. Wise

INTELIS, INC.5960 Crooked Creek Road

Suite 30Norcross, GA 30092

Voice: 770-825-0032 Ext 204

INTELIS, INC. Enhanced Operator Services with VoIPFax: 770-825-0028

Table of Contents

1 DOCUMENT PURPOSE.....................................................................................................................1

2 INTELIS COMPANY BACKGROUND............................................................................................1

3 INTRODUCTION.................................................................................................................................1

3.1 SYSTEM ARCHITECTURE BLOCK DIAGRAM...................................................................................3

4 EOS TOLL AND ASSISTANCE.........................................................................................................4

4.1 LIVE OPERATOR.............................................................................................................................44.2 AUTOMATED OPERATOR................................................................................................................9

5 BILLING AND RATING SERVERS...............................................................................................12

5.1 INTELIS BILLING RECORD (IBR).................................................................................................14

6 GLOBAL VALIDATION SERVERS...............................................................................................14

7 SQL SERVER.....................................................................................................................................15

8 ADMINISTRATIVE SYSTEM (NOT SHOWN)............................................................................15

9 WEBVIEW SERVER (OPTIONAL, NOT SHOWN).....................................................................15

10 TANDEM APPLICATION................................................................................................................15

11 AUTOMATED CALL DISTRIBUTION (ACD) APPLICATION................................................16

12 NETWORK TRAFFIC STATISTICS APPLICATION.................................................................16

13 EXCEL CSP NETWORK SWITCH................................................................................................16

13.1 CHASSIS AND OPERATING ENVIRONMENT...................................................................................1613.2 CSP TECHNICAL SPECIFICATIONS...............................................................................................17

14 SOFTWARE TECHNOLOGIES USED..........................................................................................18

15 SYSTEM ALARMS............................................................................................................................19

16 Intelis Company Values........................................................................................................................19

INTELIS, INC. Enhanced Operator Services with VoIP

1 Document Purpose

This document is a White Paper that outlines the basic functionality of Intelis’ Voice over Internet Protocol (VoIP) Enhanced Operator Services (EOS) platform.

2 Intelis Company Background

Intelis, based in Norcross, Georgia, was formed by industry experts with many years of experience in Operator Services, Call Centers, Interactive Voice Response, and Telecommunications. The mission of Intelis has not changed since it was formed and that mission is to develop enhanced telecommunication applications for both long distance and local telephone company service providers.

Profitable since its inception in 1997, Intelis has successfully developed and deployed automated and live operator products that provide various enhanced services including Toll and Assist Operator Services, 1-800 Call Routing, Anti-Fraud Systems, and Prepaid applications. Intelis has extensive expertise in alternative billing, validation, billing and collection, regulatory issues, operator workflow, automated operators (interactive voice response), call rating and fraud prevention.

To date, Intelis’ flagship customer has been Southwestern Bell Telephone (SWBT), a SBC Company. In 1999, Intelis installed its Enhanced Operator Services application at SWBT to process automated and live operator Toll and Assist Operator Services traffic. This system is used to process all live operator traffic generated by SBC Long Distance and SBC in states that are approved to carry long distance traffic.

3 Introduction

Before starting Intelis, many team members of Intelis’ current staff designed and developed a very successful Operator Services platform known as the Harris Protocall 2000 or the P2000 as it was commonly called. Harris sold the Protocall 2000 system to many service providers throughout the world. In the year 2000, Intelis purchased from Harris all intellectual property rights of the Harris Protocall 2000.

When Intelis designed the current VoIP-enabled Enhanced Operator Services (EOS) platform, the designers and software engineers used the knowledge gained from the Harris Protocall 2000 to create a far-superior next-generation platform. The Intelis EOS, besides satisfying all the requirements of a full-featured Operator Services platform, also provides means whereby additional enhanced revenue generating applications may be run on the same platform. These optional applications include Directory Assistance, Answering Service, Customer Service and other automated and live operator applications.

Key criterion that was designed into the EOS platform was redundancy and scalability. The system offers software and hardware redundancy on all mission-critical components thereby minimizing service interruptions. The EOS system is scalable to support from one to well over 200 live agents and from 24 to 240 automated agents. The Excel CSP is a fully-redundant network element that provides the telephony interfaces required by the Intelis EOS. The Excel CSP is scalable from 96 ports to 14,400 ports on a maximum of seven nodes.

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The Intelis Host Controllers are a pair of computers operating in a redundant configuration. These computers contain the Automated Call Distribution application, Toll and Assistance Operator Services application, Tandem Switch application and the Network Traffic Statistics application. Collectively, these applications are the Operation, Administration, Maintenance and Provisioning (OAM&P) tools that provide the service provider the means to manage both the Intelis applications and the Excel CSP switch.

The Automated Call Distribution (ACD) application suite supports both Live and Automated Agent Queues with Agent Level Skills Based call routing.

The Toll and Assistance Operator Services application consists of the Live and Automated Agent programs, Billing and Rating programs, Validation programs, and redundant SQL servers to maintain the required information.

The Tandem Switch application contains three elements; the Tandem Network Interface, the Route Information Database, and the Call Detail Recording process.

The Tandem Network Interface application provides the processes required to interface the Excel CSP switch to the service provider’s telephony network. This interface software supports both World Zone One, North American Signaling formats and may optionally be configured to support other signaling protocols.

The Route Information Database provides the required call routing information to allow the customer to determine which route should be utilized to terminate a call.

The Call Detail Recording (CDR) application used to generate switch event CDR. This CDR is then utilized to generate both billing and statistical information by the other modules.

A Network Traffic Statistics package is also supplied so that the customer may perform basic management and utilization measurements of the telephony network.

A high level block diagram of the OAM&P elements and their relationships is shown below:

3.1 System Architecture Block Diagram

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A block diagram of the EOS system hardware is illustrated below (excluding the Administration System).

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4 EOS Toll and Assistance

4.1 Live Operator

The Live Operator Workstation is a standard Windows-based PC that contains a speech card. The Work Station provides the Graphical User Interface (GUI) required by a live operator agent to process calls. In a standard Operator Services application, the GUI allows the operator to select appropriate billing methods, provide validations and rate quotes and perform other toll and assist functions.

All live agents are “universal agents” in that all agents are capable of handling any defined call flow. Through the use of the ACD Queue, and Skills Based Routing criteria, agents may be dedicated to specific call flows, or customers, if desired.

The Live Operator Workstation functions as a “thin” client thus allowing for databases to be easily maintained without requiring frequent updates by the agent management software.

The Live Agent interfaces the network over a VoIP interface and utilizes Session Initiation Protocol (SIP). The use of a VPN allows for management of agent voice quality as well as providing the required network security.

The EOS Live Operator Workstation processes the following call types:

Zero Minus (0-) and Zero Plus (0+) Toll Call Types: Station-to-station Person-to-person

Payment Types Calling Card (LIDB) Collect Third Party Sent Paid (Bill to ANI) Proprietary (Travel) Card (Optional) Commercial Bank Credit Card (Optional) Coin Sent Paid (Optional) Time and Charges

Informational Call Types: Call Rate Quotations Dialing Instructions Area Code/Country Code/City Code Trouble Ticket Reporting Coin Telephone Refund Reporting Customer Service

Directory Assistance (DA) (Optional) Domestic and International Directory Assistance Call Completion (DACC)

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4.1.1 Sample Live Operator Screens

4.1.2 Main Operator Services Screen

Key features include:

Prompts use color to direct the operator to the active field.

A Carrier Information field illustrates the carrier throughout the duration of the call.

The Operator Dialog (“Say This”) field may be fixed or optionally float on the screen to be adjacent to the field being populated.

The Automated Operator may pass information that is populated at the bottom of the screen so the operator knows why the call was transferred to him/her.

All common features are accessed via the keyboard and do not require a mouse.

4.1.3 Rate Quotation Screen

The following screen is used by the operator to provide rate quotes to the caller.

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4.1.4 Coin Refund

The following screen is one of several screens that can be used to report a problem. This specific screen allows an operator to record a refund for a payphone user similar to a common “211” application.

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4.1.5 Universal Operator Station Architecture

The diagram below illustrates the architecture of the Universal Operator Station (UOS). This diagram illustrates how additional revenue-enhancing applications can be quickly added to the live and automated operator positions.

Which application is presented to the operator depends upon the characteristics of the incoming call such as the call’s ANI, DNIS, and incoming Trunk Group.

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4.2 Automated Operator

The Automated Operator is a standard Microsoft Windows based PC that utilizes a Dialogic DS-1 interface to the switch. Each DS-0 of the DS-1 is a separate automated agent which is then defined in the ACD. All automated agents are “universal agents” in that all agents are capable of handling any defined call flow. Through the use of the ACD Queue, and Skills based Routing criteria, agents may be dedicated to specific call flows, or customers, if desired. Please see the Automated Call Distribution (ACD) Section for more information on agent assignment.

Basic Speech Recognition is provided for use in Collect call flows. On an “as required” basis the speech recognition software is assigned to detect defined words or phrases to indicate collect call acceptance. The third party speech recognition software utilized is a shared asset to each PC and does not require a “one to one” port assignment.

The EOS Automated Operator processes the following call types:

Zero Minus (0-) and Zero Plus (0+) Toll Call Types: Station-to-station

Payment Types Calling Card Bank Card Collect Proprietary (Travel) Card Sent Paid Coin Sent Paid (Optional)

Informational Call Types: Call Rate Quotations

Directory Assistance (DA) (Optional) Directory Assistance with Store and Forward prompting to live agent Directory Assistance Call Completion (DACC)

Automated Capabilities and Features

Conversion of 0– calls to 0+ calls. This allows the system to fully automate many 0–, 00– and 101XXXX0– calls. This functionality is also required to efficiently process toll-free dial-around calls.

Process internationally originated traffic. The system can process and rate traffic that originates internationally and rate calls appropriately based upon the originating country, which is normally encoded in the call’s DNIS.

Credit Card Processing

Multiple Credit Card types. The system supports line-based calling cards, RAO calling cards, CIID calling cards as well as commercial bank credit cards and T&E (travel and entertainment) credit cards.

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Proprietary calling cards. The system supports proprietary calling cards (often referred to as travel calling cards). These card numbers would typically be stored within a database deployed either with the system. However, these card numbers may also be accessed on an external database via a proprietary interface or TCAP messaging.

Bank card validation. The system uses data links (or the Internet) to third-party service bureaus to validate commercial bank credit card and T&E credit cards.

ZIP Code validation. In the event the bill-to-number is a bank card and the validation service bureau supports ZIP Code validation for that bank card being used, the Automated Operator prompts the caller to enter the Billing Address ZIP Code. This ZIP Code is used in the validation query and is recorded in the Intelis Billing Record (along with the credit card authorization code).

Credit Card Verification (CCV) validation. In the event the bill-to-number is a bank card and the validation service bureau supports CCV validation for that bank card being used, the Automated Operator prompts the caller to enter the card CCV. This CCV is used in the validation query and is recorded in the Intelis Billing Record (along with the credit card authorization code).

The system supports FCC-mandated and state-by-state PUC/PSC-mandated automated rate quotes by offering rate information to the appropriate bill-to party on appropriate 0- and 00- calls. The bill-to party is prompted if they want rating information for appropriate calls. If requested, the billing party hears an automated message of the rates for the first and additional periods of the call as well as the duration of these periods.

Dual or Split Branding. The system supports Dual or Split Branding for cases when the system determines that a primary carrier for call does not have regulatory permission to process that call (such as an intraLATA call in a state the carrier is not certified). In this case, the call is “handed off” to an alternate carrier and branding messages for the alternate carrier are played to both the caller and the bill-to party, along with a rating message using the alternate carrier’s rates. Rate quotes will also use the alternate carrier rates rather than the original carrier rates.

4.2.1 Automated Operator Service Creation Environment

The Automated Operator utilizes a highly flexibly service creation environment. Through the use of Microsoft Visio a “drag and drop” interface call flows may be configured using predefined code blocks assigned to the Visio symbols.

The standard call flows supplied with the system feature “drop down” menus to allow the customer to define the prompts and tables required for each specific carrier. Generic prompts may be reutilized on multiple carriers to minimize the number of prompts required.

4.2.2 Service Creation GUI

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5 Billing and Rating Servers

The EOS Billing and Rating Servers process Call Detail Records (CDR), from the Excel CSP Host Controllers, and optionally generate EMI format switch activity records and rated call records. Calls are rated in near real time and the records may be immediately afterwards viewed or transferred off of the platform for out clearing or additional processing.

There are a few key concepts that are important to understand as they are utilized during the rating process. An overview of these concepts is listed below.

Carrier

By definition, a carrier is the legal provider of a toll call. The carrier is defined as the entity that rates the traffic and the branding that is spoken to the caller during call set-up. The Intelis EOS platform is designed to support multiple carriers on the same platform.

The carrier-dependant rating tables contain information how a specific carrier wishes to rate calls to various destinations. There are three (3) types of carrier rates. They are:

Standard Tariffs – Calls that are rated based upon the NXX NXX of the calling and called number and that call’s jurisdiction. These are standard mileage- and Time Of Day-sensitive rated calls.

Carrier-specific WZ1 Exceptions – These are calls that terminate in a WZ1 number that are to be rated using specific rates rather than standard rates.

Carrier-specific International – These are calls that terminate to an international number that are to be rated using specific rates.

Jurisdiction

The jurisdiction of a call refers the relationship between the calling location (originating number) and the called location (destination number). The jurisdiction of a call is important from a business point-of-view in that the jurisdiction defines the regulatory body that governs the call. Typical jurisdictions are listed below:

intraLATA – intrastate

interLATA – intrastate

interLATA – interstate

intraLATA – interstate (not very common)

Local (which is almost always intraLATA – intrastate)

International

o Canadian

o Mexico

o Islands

o Other international (011+)

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The jurisdiction of a call is also used to determine how a call is to be rated. Typically, for a given source of calls, unique rating methods would be used for calls of differing jurisdictions.

Although not technically a jurisdiction per se, the Intelis Rating Process includes intrastate Directory Assistance and interstate Directory Assistance exceptions that are rated using a jurisdiction-dependant tariff.

Tariff

Tariffs define the details how calls are to be rated. Legally, a tariff is a document that is submitted to a regulating body (Public Service Commission, Public Utilities Commission, or FCC) by a company that carries toll traffic.

Surcharges

Surcharges are an additionally charge optionally applied to a call. A surcharge may be based on call type, payment method, or other reasons.

Some examples of the surcharges currently supported are:

Fixed Amount

Live or Automated Operator Zero Minus

Pay Phone Service Charge

Private Payphone Compensation Charge

Live or Automated Operator Bank Card

Person to Person

Live or Automated Operator Calling Card

Live or Automated Operator Collect

Third Party Billing

Live Operator Time and Charges

Rating Tables

The EOS supports multiple tables utilized to rate calls. Some example tables are:

Mileage

The Mileage table allows for rating based on call mileage as determined by the V&H files. Multiple mileage bands are supported.

Holiday

The HOLIDAYS table is used to determine which days are a holidays and apply specific rates.

Time of Day (TOD)

The TOD_TIMES table defines when specific time-of-day rates are to be used to rate a call. The TOD tables support both the Day of the Week and Hour that the all is placed.

World Zone 1 Exception

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The WZ1_EXCEPT table contains World Zone 1 number that are to be rated differently than using standard mileage-sensitive ratings.

International Rate

The International Rates (I_RATES) table contains tariffs that are to be used to rate international calls. This table may also be used to determine if a caller is allowed or disallowed to call a country.

5.1 Intelis Billing Record (IBR)

When a call first arrives at the EOS platform it is assigned a unique identifier, the Intelis Billing Record (IBR) audit number. As the call progresses within the system information pertaining to the call type and treatment, Customer level tables, Rate Tables, selected billing methods, Validation queries, out-dials, any applicable network time stamps and other information is added to this record. At the calls completion the record is updated with the final disposition. This detailed data trail provides a single composite record of all the information required to review a call.

6 Global Validation Servers

The EOS Global Validation Servers provides the capability for the EOS platform to validate the Bill-To-Number (BTN) of a call. This validation may be performed externally, through a service bureau, or through local databases or a combination of both...

The GVS interfaces to external validation sources such as Line Information Database (LIDB) validation and optionally, commercial credit card validation. The U.S. West format is utilized with response code mapping.

If required the concept of an “On-Net” file of Billable Companies is supported. During the query process the Operating Company Number (OCN) of the BTN is returned by the service bureau. If that OCN is not contained with in the On-Net file the caller may be prompted for alternative billing methods or the call sent to a treatment.

Local databases contained with in the GVS allow for a BTN to be marked as either Allow or Disallow and provide call processing without an external validation attempt. This capability allows customers to minimize LIDB expenses when dealing with known customers, or fraud, if so desired.

The physical interfaces to external validation sources the GVS currently supports include:

Analog Modem

X.25

Signaling System 7 (SS7) TCAP A-Links

Internet Protocol (IP)

7 SQL Server

The SQL Server computers maintain the data of the EOS. The servers are redundant and utilize the Microsoft SQL Server Database Replication processes to maintain data

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synchronization. Depending upon the customers network configuration when remote, geographically diverse, call centers are utilized it may be necessary to utilize additional database servers installed at the remote call centers.

8 Administrative System (Not Shown)

The Administration System is a series of applications, accessed via GUIs, used to maintain the EOS databases and to create billing information. The Administrative system may be loaded on to multiple PC for use in OAM&P activities.

9 WebView Server (Optional, Not Shown)

The Intelis WebView Server is an Internet web server that allows resellers, aggregators and carriers to use the Internet to generator reports on traffic that is generated from their properties. The EOS system saves the near real time billing information to the WebView server for reporting purposes via a secure Internet connection. The reports available show the traditional call statistics that are available via a reporting station. However, with WebView, we have taken these reports and made them available via the Internet in an on-demand environment.

10 Tandem Application

The EOS Tandem application consists of the Tandem Network Interface, the Route Information Database, and the Call Detail Recording application.

The Tandem Network Interface is used with the Excel Switch Kit application to allow for network provisioning of the switch. The network types and the features available depend upon the customers Excel CSP configuration. The Tandem application utilized with SwitchKit will allow the assignment of cards, trunk groups, and other switching elements to allow for call ingress and egress. The available network interfaces are covered in Section 13 CSP Technical Specifications.

Route Information Database

The Route Information Database is utilized to determine how a Customers calls are terminated. Up to ten outbound facilities may be assigned to a Route. The Route may be optionally configured to overflow to a second Route with an additional ten facilities is desired. If a call cannot be completed the appropriate call treatment, such as “All Trunks are busy” will be played to the caller.

Call Detail Records (CDR)

The Intelis Call Detail Records (ICDR) contains the data elements of call events generated by the Excel switch or Intelis application(s). As the call progresses through call processing the additional elements generated will be added to that call stages CDR record. The Intelis Audit Number will be contained in all CDR event records to allow for their inclusion in the Intelis Billing Record (IBR). The IBR provides a complete history of a given calls activities from new call arrival to termination.

11 Automated Call Distribution (ACD) Application

Please see the Intelis ACD Call Center White Paper for details on the ACD application.

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12 Network Traffic Statistics Application

The Intelis Tandem Application generates the traditional basic data required to assist the customer in managing their network. The data is retained with in the SQL database and may be utilized for both near real time utilization and historical trending.

The following Traffic Statistics are generated by the application for customer usage:

Trunk Group Level Data Elements:

Trunk Information Elements

Trunk Group Number Configured Trunks

Maximum Trunks in Use: Minimum Trunks in Use

Utilization Elements

Incoming Peg Count Outgoing Peg Count

Incoming Abandoned Peg Count Outgoing Abandoned Peg Count

Incoming Answered Peg Count Outgoing Answered Peg Count

Incoming Usage Outgoing Usage

All Trunks Busy Peg Count Overflow Peg Count

13 Excel CSP Network Switch

Excel CSP – The Excel CSP is a fully-redundant NEBS-compliant open programmable switch. The CSP provides the telephony interface between the customer’s network and the Automated and Live Operator Workstations.

By partnering with Excel Switching Corporation (www.excelswitching.com) we have moved Toll and Assistance Operator Services from a proprietary legacy switch based application to a VoIP application that allow for easy deployment of remote centers and if desired remote agents.

The following information is provided by Excel and is subject to change.

13.1 Chassis and Operating Environment

The CSP is offered in two twenty-slot chassis, the CSP 2000 and the CSP 2000+, to meet varying power requirements; both offer the same network services, software environments, and configurationflexibility.1 The CSP 2000 and 2000+ support up to 2,048 physical voice channels and over 10,000 virtual channels as an SS7 and/or SIP application server. With the exception of dedicated CPU and power cards, all card slots are universal, allowing any network or resource card to be installed in any slot location, maximizing configuration flexibility.

13.2 CSP Technical Specifications

System Features

• Multi-function platform: PSTN/IP service node, media server, media gateway

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http://www.excelswitching.com/


• Standards-based, NEBS compliant, carrier grade architecture

• Scalable from 96 to thousands of non-blocking ports

• T1-E1/J1/DS3/RTP network interfaces

• Multi-protocol (PSTN and IP)

• Dual 10/100 Ethernet LAN interfaces per VoIP card (IP Media)

System Redundancy Features

• All components hot-swappable

• No single point of failure

• 1+1 CPU active standby

• N+1 (T1, E1, J1, DS3) card redundancy

• 1+1 SS7 and ISDN active standby

• 1+1 power supply, load sharing, dual power feeds

• DSP load sharing

• IP Media load sharing

Packet Protocols

• SIP: RFC 3261

• H.323 v2: H.323 devices and endpoints (H225.0, Q.931, H225.0 RAS, H.245)

Signaling Protocols

• SS7/C7: ISUP ANSI (T1.113) and ITU-T (White Book 1993),

ISUP-ETSI with country variants, TUP, SCCP/TCAP

• IN wireless protocol stacks: MAP/CAP, WIN ANSI-41, INAP

• ISDN PRI Q.931, Euro ISDN, National ISDN, other international variants programmable by GUI

IP Network Interface Codecs

• Selectable codecs; G.711, G.723.1, G.726, G.729

• Group 3 Fax Relay via ITU T.38

• DTMF digit relay via RFC 2833

• RTP redundancy via RFC 2198

• Adaptive jitter buffer

• Echo cancellation (G.168 compliant)

• Silence suppression

• Comfort noise generation

OAM&P Features

• Windows/NT GUI (LLC also supported in Linux and Solaris)

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• Real-time alarm monitoring via SNMP

• Local and remote management

• Resource utilization reporting

Physical Specifications CSP 2000+

• Height: 48.9cm (19.25")

• Width: 43.8cm (17.25")

• Depth: 48.6cm (19.125")

• Weight: 34kg (75lb) unloaded; 50kg (110lb) loaded

• Power Consumption: 725 Watts

• Environmental: 0°C to 50°C operational

Physical Specifications CSP 2000

• Height: 39.9cm(15.7")

• Width: 43.8cm (17.25")

• Depth: 48.6cm (19.125")

• Weight: 30kg (65lb) unloaded; 45kg (100lb) loaded

• Power Consumption: 450 Watts

• Environmental: 0°C to 50°C operational

Compliance

• United States: FCC Part 15; UL 1950 3rd edition

• Canada: ICES 003; CSA 22.2 No. 950

• NEBS: NEBS Level 3

• European Union: CE Mark

14 Software Technologies Used

The processes on ACD Host Controllers are written in Linux. Other Intelis applications are Microsoft Windows based and may be written in .Net, Visual Basic, or C++. The Operating System for the other PCs is Windows XP.

The WebView system is written with a combination of Java Server Pages, C++ Web Objects, and 3rd party database access tools that are secure and stress tested.

15 System Alarms

The EOS generates specific alarms that are saved in the Windows Event Log. There exist a number of third-party software packages that are designed to poll this Windows Event Log, which will detect these alarms and respond appropriately.

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16 Intelis Company Values

Please find below Intelis’ Company Values that we use to govern our business. If we ever fail to meet one of our company values, please let us know and we will do whatever we need to do to resolve the situation.

We are open and honest to our customers, our vendors, and to ourselves.

We make commitments that are realistic and fulfill these commitments.

We are always courteous, friendly, and respectful of others.

We consider our customers and vendors as partners in a mutual quest for success and treat them accordingly.

Our customers are why we are in business and appreciate each and everyone one of them. We will do whatever it takes to delight a customer.

We have a sense of urgency on matters related to our valued customers which are all of our customers.

We adhere to the Golden Rule and treat others as we would like to be treated.

We “own” problems until it is agreed upon by the customer the problem is resolved.

We are “easy to do business with.”

We protect and conserve the company’s and shareholders’ resource

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Documents

EOS VoIP White Paper