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Communications Developer: 7/08/2009 eNewsLetter

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Unified Telecommunications Model White Paper: Communications Servers and Contact Distribution Systems
This white paper is the first in a series on the Major Components of Voice and Data Convergence and migrating toward a Unified Telecommunications Model in the Enterprise.

Each part of this series will categorize a major component or set of components as an integral part of an overall technology architecture (infrastructure, systems and applications) and will cover the major trends in telecommunications including network convergence, TDM / IP Telephony, portals, presence / proximity, multi-modal and collaborative communications.

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    Open-source telephony is experiencing the positive impact of a combination of factors culminating in a perfect storm – the evolution of the telephony solution architecture, acceptance of other open-source projects, an uncertain economy and an unconquered SMB market segment. The opportunity for open-source solutions in general is huge and opensource telephony is becoming a significant competitor in the business telephony market.
    Building Redundancy and Failover into SIP-Enabled Networks
    SIP deployments are continuing to increase, while due to their mission-critical nature, availability, scalability and security requirements have likewise become essential for their deployment. This advancement has resulted in the need for SIP-enabled WAN link controllers that can accommodate carrier-grade operational requirements within a single, purpose- built device. Using a SIP-enabled WAN link controller that functions as a NAT device, SIP Proxy and SIP registrar within the network will ensure SIP service availability, while providing an easy-to-deploy, manage and monitor solution for reliable service delivery. While server and global load balancers are appropriate for load balancing servers and dispersed sites, they do not provide the ability to create the automated failover and redundant WAN connectivity to support reliable SIP network connectivity.

    Ecessa’s ClariLink is the industry’s first WAN link controller that has solved the problems associated with NATing within a SIP-based network to deliver true link redundancy, failover and load balancing of SIP-based traffic over the WAN.
    Ten Points to Consider Before Establishing Offshore Contact Center Operations
    For good or bad, offshoring in the contact center industry is here to stay. That is not to say that every organization that follows this route is 100 percent successful in it. In fact, many organizations fail to do enough planning or base their decision to offshore on poor information.

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