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Jamie Clark a écrit :
<blockquote
cite="mid:alpine.LRH.1.10.0905261711310.16369@intrepid.datakids.org"
type="cite">On Tue, 26 May 2009, Emmanuel BUU wrote:
<br>
<br>
<blockquote type="cite">Disclamer: our company is operating a video
call center for a French VRS
<br>
/ VRI operator (Websourd).
<br>
We have a dedicated product line for VRS /VRI based on Asterisk.
<br>
</blockquote>
<br>
Nice! It might be something that we are looking for...
<br>
<br>
<blockquote type="cite">Jamie Clark a écrit :
<br>
<blockquote type="cite">Hi all,
<br>
<br>
We are looking for ACD/PBX solution that will meet our needs.
<br>
<br>
We have two groups of callers:
<br>
<br>
1) ==> A group of deaf callers using H.323 videophone (95% or so of
the
<br>
installed base) and SIP videophone. H.263 is the default video codec.
<br>
<br>
</blockquote>
Hello,
<br>
<br>
Asterisk chan H.323 does not support video calls. It could be added or
<br>
you need to have some H323 to SIP gateway.
<br>
</blockquote>
<br>
What is recommended H323 to SIP gateway? Is that only for call
signaling only? What about RTP? Is media (i.e. voice/video codecs)
done at endpoints only? (i.e. not having to go through the gateway
which will surely overload the server with some number of ongoing
sessions.)
<br>
</blockquote>
Depends if you want to handle NAT traversal for H.323 (which is VERY
tricky). Basically, we would setup a gatekeeper with some RTP proxy
capabilities and<br>
have either an H.323 capable asterisk configured as an H323 neighbour
or only a H.323 to SIP gateway without RTP relay.<br>
<br>
In all cases, RTP media would have to flow trough one server to handle
NAT traversal in a reliable manner. Furthermore, if you need full blow
Video Relay Service, you will need to mix one video conversation with
an additional audio leg. To that, the media need to be brought to an
Asterisk server.<br>
<blockquote
cite="mid:alpine.LRH.1.10.0905261711310.16369@intrepid.datakids.org"
type="cite"><br>
<blockquote type="cite">
<blockquote type="cite">2) ==> A group of hearing callers using
voice only phones (cell phones,
<br>
PSTN phones, VOIP softphones).
<br>
<br>
We have a call center where relay agents take incoming video call from
<br>
deaf callers and then dial out to hearing callers using voice call and
<br>
vice versa.
<br>
<br>
The relay agent does the translation from ASL signing into spoken word
and
<br>
vice versa.
<br>
</blockquote>
</blockquote>
<br>
<blockquote type="cite">Yes with some tricky dialaplan and a modified
version of app_confernce.
<br>
</blockquote>
<br>
Nice, as long it works :) We also like to set up conf call time to
time.
<br>
(Both voice and video).
<br>
</blockquote>
Then you need a full blown MCU.<br>
<blockquote
cite="mid:alpine.LRH.1.10.0905261711310.16369@intrepid.datakids.org"
type="cite"><br>
<blockquote type="cite">
<blockquote type="cite">The call center will need to have ACD setup
so either incoming video/voice
<br>
calls will be routed to available relay agent. If there is no
available
<br>
relay agent then display the video saying "Waiting for next available
<br>
relay agent" (for deaf callers) and recorded message saying "Waiting
<br>
for..." for hearing callers.
<br>
</blockquote>
</blockquote>
<br>
<blockquote type="cite">Yes
<br>
</blockquote>
<br>
Great!
<br>
<br>
<blockquote type="cite">
<blockquote type="cite">The deaf callers will use their H.323 based
videophone to make calls to
<br>
call center using IP address i.e. md.callcenter.com.
<br>
<br>
We will have several call centers set up around the country, i.e. in
MD,
<br>
PA, VA, IN, NY etc... If deaf video caller dial callcenter.com (only
an
<br>
example), the ACD will route the call to first available relay agent
<br>
anywhere in USA. If deaf video caller dial va.callcenter.com then the
ACD
<br>
will attempt to route to first available relay agents in VA call
center,
<br>
if none exist then route to next group of agents in MD and so on.
<br>
</blockquote>
</blockquote>
<br>
<blockquote type="cite">Yes. One can define a cascade of queue
<br>
</blockquote>
<br>
Learning some new words as I am new to telephony system :)
<br>
<br>
<blockquote type="cite">
<blockquote type="cite">Other key needs of the system are:
<br>
<br>
1) Detailed call logging stats/reporting for both video/voice calls,
<br>
reporting for specific relay agent, call center supervisors and
national
<br>
manager.
<br>
</blockquote>
</blockquote>
<br>
<blockquote type="cite">Yes using an external reporting app.
<br>
</blockquote>
<br>
Nice as I am sure all of the data is being stored in database such
<br>
as MySQL.
<br>
</blockquote>
THis would be the case.<br>
<blockquote
cite="mid:alpine.LRH.1.10.0905261711310.16369@intrepid.datakids.org"
type="cite"><br>
<blockquote type="cite">
<blockquote type="cite">2) Relay agent should be able to transfer
both voice and video call to
<br>
other available relay agent (for many reasons such as needing a break,
<br>
other agent can do better service for that call, etc...) anytime.
<br>
<br>
I would guess the relay agent's station will have two softphones, one
for
<br>
voice only and other one for video running on a single PC. I would
assume
<br>
each PC will need to have two IP address: One IP for voice softphone
and
<br>
other IP address for video softphone or use one IP address but use
<br>
different call signaling ports (i.e. 1720 and 1721 for H.323).
<br>
</blockquote>
</blockquote>
<br>
<blockquote type="cite">No, We have a solution where the agent has a
sigle workstation and our
<br>
server do the audio / video mixing on the three legs.
<br>
</blockquote>
<br>
Hmm, interesting... as long it works, fine with us :)
<br>
<br>
<blockquote type="cite">
<blockquote type="cite">Can the current Asterisk system meet all of
the above needs?
<br>
<br>
</blockquote>
</blockquote>
<br>
<blockquote type="cite">Definitly, but not the "official" version. We
have a modified one. The
<br>
only issue with your project is handling H.323. But again, H.323 video
<br>
support can be added.
<br>
</blockquote>
<br>
So the SIP video is fully supported right now and only thing needs to
<br>
be added is H.323 video which seems not a big deal, correct?
<br>
</blockquote>
Correct.<br>
<blockquote
cite="mid:alpine.LRH.1.10.0905261711310.16369@intrepid.datakids.org"
type="cite"><br>
<blockquote type="cite">
<blockquote type="cite">Do I need anything else to make it happen?
<br>
<br>
Is there any good company that can help us set up this system?
<br>
<br>
</blockquote>
Yes us...
<br>
</blockquote>
<br>
Great, we ll be in touch with you.
<br>
<br>
Many thanks
<br>
<br>
Jamie
<br>
<br>
<blockquote type="cite">
<blockquote type="cite">Many thanks!
<br>
<br>
Jamie
<br>
<br>
<br>
</blockquote>
Emmanuel BUU
<br>
<a class="moz-txt-link-freetext" href="http://www.ives.fr/">http://www.ives.fr/</a>
<br>
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</blockquote>
<br>
Jamie Clark<br>
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