cu9 - megaphone co

CU9Anatomy of a CT Server

Michael BayerComputer Telephony Solutions

www.CTExpert.com

© Copyright Computer Telephony Solutions, May 14, 1999CTI Tutorial 2

Introductions

n Michael Bayerä President, Computer Telephony Solutions

Ð Company dedicated to CTI Plug and Play

ä Author, "CTI Solutions and SystemsÓä Member CTExpos Advisory Boardä [email protected]ä www.CTExpert.com


Agenda

n 1. Evolution of Computer Telephonyn 2. What makes CT compelling?n 3. CT Server Architecturen 4. CT Server Specificationsn 5. Putting It All Togethern Q&A


What this session is NOT about

n Product reviews and recommendationsn Unified messaging or other specific product

categories in depthn Detailed implementation practices and tips


Evolution of ComputerTelephony


Context: Working Definitions

n Communications & Collaborationä Telephonyä Shared Visual Workspacesä Mail & Messagingä Broadcast & Publishing

Communications &Collaboration

Shared VisualWorkspaces

Mail &Messaging

Broadcast &Publishing

Telephony


Telephone System Technologies

Admin

CallControl

MediaServices

SwitchingFabric


Computer Telephony Revolution

n Using off-the-shelf computer technologies toimplement telephone system components

n Shift from Monolithic to Modular systems

Admin

CallControl

MediaServices

SwitchingFabric

Admin

CallControl

SwitchingFabric

MediaServices

MediaServices

CallControl

(CTI)

SwitchingFabricSwitchingFabricSwitchingFabric

MediaServices


Context: Working Definitions

n Telephonyn Computer Telephonyn Computer Telephony Integration (CTI)n Media Servicesn IP Telephony Telephony

Computer Telephony

IP TelephonyCTI

MediaServices


CTI Defined

n Call Controlä Monitoring and directing calls in a telephone system

n Telephone Controlä Monitoring and controlling features of a telephone set

n Media Bindingä Relating other communications/telephony functionality

to calls in a telephone system


CT Media Access/Services

n Tone Detection and Generationn Recording and Playbackn Text-to-Speechn Speech Recognitionn Modulated Data (Modem/Fax)n Digital Data (Compressed Video, etc.)n Call Binding


Switching Fabric

n Establishes media stream channels betweenendpoints and conveys signaling information

n Traditional Switching Fabricä TDM bus backplanes connecting line cardsä Analog (POTS) and digital (T-1, ISDN, proprietary)

telephony circuits

n IP Telephony Switching Fabricä Packetized voice over conventional IP networking

infrastructureä Typically based on off-the-shelf computer technology


Admin

n System configurationä System customizationä Moves / Adds / Changes

n Fault monitoringn Accountingn Performance managementn Security


Telephone System Implementation

Public Switched Telephone Network

Private Switched Telephone Network

Admin


Distributed PBX Architecture



Admin

SwitchedNetwork

NetworkGateway

MediaServer

CallControlServer

StationServer


LAN

Telephone System Implementation

?

?

?

?

?

?? ?

?

?

?

?

???



Internet

PrivateIP

WAN

VoIPGateway

IPLAN

MediaServer

IPLAN

CallControlServer

IPLAN

PCPhone

IPLAN

RoutingSoftware

DesktopCTI

IPLAN

Admin

IPLAN

SwitchedNetwork

IPLAN

StationServer

LAN

?

?

? ??

?

?

? ?


What is a CT Server?

n Platform for computer telephony modules:ä Call Control / CTIä Media Servicesä Administrative Servicesä Switching Fabric

n Centralized vs. Distributedä All modules may be installed on a single serverä System may consist of many single-purpose CT servers


What makes CT compelling?


The Promise of CTI/CT Technology

Telephone systemsthat are

tailoredto the

specific needs and preferences

of users


CT Value Chain

Telephone Network Providers

Telephone Equipment Vendors

Computer Hardware Vendors

Telephony Software Developers

Mainstream Application Developers

CTI System Integrators

CTI System Customers

Individuals

Callers

Operating System Vendors


CT: Before & After

TelephoneSystem

VeryPowerful

Technology

Limited user interface& minimal feature access:

reduces functionality

VeryLimited

Empowerment

TelephoneSystem

VeryPowerful

Technology

Customizable user interface& programmable intelligence:

amplifies functionality

GreatEmpowerment


User Requirements

n Take full advantage of user-identifiedtelephony features

n Integration with mainstream applicationsn No functional limitations to prevent

personalizationn Add-on as needed


Customer Requirements

n No limits to addition of functionalityn Easy to scalen No barriers to multi-vendor systemsn No barriers to multi-platform supportn System-centric (rather than vendor-centric)

administration


Customer Requirements

CTIServer

IVRServer

FaxServer

VoiceMailServer

IVRServer

TelephoneSystem

Multi-vendorCT

Services

AdminApplications

CTIApplications

CT MediaServices

Applications


IntegratorÕs Point of View

n Maximize opportunity for value-add throughcustomized solutions

n Ability to source solution components from adiversity of vendors


IntegratorÕs Point of View

CTIScript

CTIServer

SBTSoftware

CTIScript

ContactDatabase

CTIServer

PBX

SBTSoftware

SBTSoftware


VendorÕs Point of View

n Expose underutilized features and capabilitiesto differentiate products

n Maximize the opportunities to sell best-of-breed components rather than monolithicsystems

n Not dependent on a particular platform orOS/tool vendor


VendorÕs Point of View

Switching[A+]

ACD[A+]

CTI[B-]

IVR[C-]

Applications[F]

Switching[A+]

ACD[A+]


Network Service Provider

n Deliver more benefits associated with existingservice offerings

n Opportunity to deliver new servicesn Opportunity to differentiate offerings in a more

competitive marketplace


Computer Telephony Solutions

n May utilize just one technology:ä CTI Solutionsä Media Services Solutionsä VoIP Solutions

n May incorporate multiple technologies to createcustom solutions or new categories:ä Unified Messagingä Call Centerä Personal Agents

n CTI offers the most opportunitiesä Potential for added value, diversity of applications


How...

n ...do you take advantage of the opportunity?n ...do you cope?


Focus on Modularity andPrioritize Interoperability

n Standards and other interoperabiltyspecifications allow for modular systems

n Modularity is a measure of maturity


CT Server Architecture


CT Frameworks

n Everyone has to talk the same language beforethey can discuss interoperability


Example: Three Phases of CTI

n First Phase of CTI: Custom Systemsn Second Phase of CTI: APIsn Third Phase of CTI: CTI Protocols


First Phase of CTI: Custom Systems

Computer

CustomApplicationSoftware

Telephone System

CTI Interface Implementation

Proprietary CTI Protocol


Second Phase of CTI: APIs

Computer

Application Software

CTI API

Proprietary CTI ProtocolSoftware

Telephone System




Third Phase of CTI: CTI Protocols

Computer

Application Software

CTI API

Standard CTI ProtocolSoftware

Telephone System


Standard CTI Protocol


Logical Client and Server

MediaServicesClients

CTIApplication

CTIClient

MediaApplication

MediaServicesClients

R/W Interface

Session/Transport ProtocolStack Implementations

Session/Transport ProtocolStack Implementations

Logical Client Logical Server

Media Services Protocol

CTI Protocol

CTI API CTI APIMedia APIs


Monolithic Server

n Modemn CT Servern PBX

Logical Server

Server

CTI ProtocolDecoder

CTI Interface

Call Processing

(Call Control, Switching,Media Services,Line Interfaces)


Generic CT Server

n All components are modularn Server can be scaled and enhanced as requiredn Server can interoperate with other servers and

clientsn Server supports local applications


Server

Generic CT Server

Core Server Implementation

Service Provider Interface(s)

CT Bus / I/O Interfaces

CTIInterface

OA&MInterface

AccntgInterface

Media ServicesInterface

CTIProtocol

OA&MProtocol

AccntgProtocol

MediaProtocol

CTIAPI

OA&MAPI

AccntgAPI

MediaAPI

CT Resource Modules

Hardware Modules


CT Server Specifications


Any day CT will take offÉ

DEPLOYMENT

TIMEReal Soon


Specifications and Standards

n Standards Bodiesä ITUä ECMA

n Individual Vendorsä Microsoftä Lucent/Novellä Sun

n Industry Organizationsä IETFä ECTF


Modular CT Solutions

n Client-Server-Server-Server


ECTF Framework

n Architecture Frameworkä Architecture for CT servicesä ECTF view of CT systems evolutionä Framework for developing interoperability

agreementsä Drives ECTF technical working groups

System Services Modules

Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps

To Clients To Clients

To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


ECTF Framework and Specifications

n Application Interoperabilityä A.001, A.100, A.130

n Call Controlä C.001, C.100

n Hardwareä H.100, H.110

n Administrationä M.001, M.100, M.500

n Media Servicesä S.100, S.200, S.300, S.410


ECTF Framework

n H.100ä CT Bus for PCI Specification

n H.110ä CT Bus for Compact PCI Specification


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


Vendor Specific Extensions

n CTI interfaces generally support ÒescapemechanismsÓ that allow access to proprietaryfeatures that cannot be accessed through astandard abstraction.

n Use of these escape mechanisms requires that agiven computer have specific knowledge of aparticular telephone system's vendor specificextensions.


Call Control Specifications

n Universal Call Control Modelä ECTF C.001 / Versit CTIE / ECMA CSTA

n Protocolsä Versit / CSTA

n Interfacesä TSAPIä Java Telephonyä Windows Telephony


Universal Call Control Model

n Everyone has to talk the same language beforethey can discuss interoperability

n A single model has emergedä ECTF C.001 / Versit CTIE / ECMA CSTA


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


ECTF C.001/Versit/CSTA

n Connection State Model

Initiated

Null

Alerting

Hold

FailQueued

Connected

D2(called)

D1(calling) c C1

D2(called)

D1(calling) c C1

D2(called)

D1(calling)

D2(called)

D1(calling) c C2

C1 qc

a

f


CTI Protocols

n Versit protocols have the same functionality butvary in their encoding

n Versit Protocol 1ä Intended for switch-server streams

n Versit Protocol 2ä Optimized for client-server streams

n Versit Protocol 3ä Optimized for direct-connect streams

n CSTA Phase III Protocolä Variant of Versit Protocol 1


n C.100 Call Control APIä Allow portability of applications between platforms and

call control implementations.

ECTF Framework


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


JTAPI 1.3 (Any Java Virtual Machine)

n ECTF C.100n Designed to be layered over CTI APIs, or

Protocols, or directly over implementationsClient (Any OS/Embedded)

ProprietaryCTI

Implementation

JTAPI

TAPIClient

Software

TSAPIClient

Software

CallPathClient

Software

CSTA/VersitCTI Protocol

Encoder/Decoder

TAPI TSAPI CallPath

JTAPI Client Implementation “Peer”


Client (Multiple OS)

TSAPI

TSAPI (MacOS, Unix, Windows, etc.)

n Shipping versions:

Telephony ServicesClient Implementation

Telephony Services ClientProtocol Encoder-Decoder

R/W Interface



TAPI 2.1 (Windows 9x/NT)

n Windows Telephony

Windows Client

Media Service SPIs

TAPI Media Service APIs

TAPI Implementation

TSPI

Media Services

3rd Party TAPI Client Implementation

TSP Component

Media ServiceDrivers

Proprietary CTI Protocol(or equivalent)

MicrosoftRemoteServiceProvider

ProprietaryCTI Protocol

ToNT Server


TAPI 3.0 (Windows 98/2000)

n Architecture

Windows Client

Media Stream SPI

TAPI Implementation

TSPI

Media Services

MicrosoftRemoteServiceProvider

ProprietaryCTI Protocol

ToNT Server

TAPI 3.0 (COM Interface)TAPI 2.1

TAPIService

Providers

TAPIService

Providers

TAPIService

Providers

MediaStream

Providers


For More Information

n C.001 specifications and Versit CTIE:http://www.ectf.org

n Lucent TSAPI information at:http://www.lucent.com/enterprise/who/docs/product11.html

n Novell TSAPI information at:http://www.novell.com/catalog/qr/sne24310.html

n JTAPI information at:http://java.sun.com/products/jtapi/index.html

n TAPI information at:http://www.microsoft.com/communications/telephony.htm


Media Services Specifications

n Frameworkä ECTF S.100

n Protocolsä ECTF S.200

n APIs/SPIsä ECTF S.100ä ECTF S.300ä JTAPI Media (ECTF S.410)ä Windows Telephony


ECTF Media Services Framework


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


S.100 Concepts

n Client-Serverä Application Interface Adapter (AIA)

n Resourcesn Groupsn Containers and Data Objectsn Extensible name spacen System Call Router (SCR)n Runtime Control (RTC)


Client (Any OS/Embedded)

ProprietaryMedia Services

ProtocolEncoder/Decoder

S.200ProtocolEncoder/Decoder

Application Interface Adapter (AIA)Client Implementation

LocalS.100-based

MediaServices

S.100

Clients, Servers, and Sessions

n Session represents a single association withlocal or remote logical server

n Applications may have one or more


Containers and Data Objects

n OS-independent file system abstractionn Supports location-independent operationn Containers are equivalent to directoriesn Data Objects are equivalent to files


S.100 Resources

n CCR (Call Channel Resource)n SPR (Switch Port Resource)n Playern Recordern Signal Detectorn Signal Generatorn ASRn TTS (Type of Player Resource)n Fax


Groups

n ÒVirtual dynamically-configured media deviceÓn Consists of Resources and media streamsn Implied switching between Resourcesn Target for all Resource commandsn Applications are independent of physical

configuration of resources


Group Model

PrimaryResource

Primary Media Stream

Internal MediaStreams

Secondary Media Stream

SecondaryResource

SecondaryResource


Group Configuration

n Resources allocated from shared poolsä dedicated until released

n Statically configurable via Application Profilen Dynamically configurable via application

requestn Reconfiguration allows for resource sharing


Intra-group Switching

PrimaryResource

Player 1 Player 2


Inter-group Switching

Bridge

Attach


Group Handoff

App 1 App 2 App 3 App 4

1) App 1hands off toApp 2 withcatch tags.

2) App 2hands off toApp 3 withcatch tags.

3) App 3hands off toApp 4 indicatingRemove fromOwnership stack.

4) App 4 doesnormal return

App 2 is nexton ownerstack.


n Operating-system independent, application-layer protocol complementing S.100 and M.100

n S.100 client AIA software can be developedindependent of server vendors

ECTF S.200 Protocol


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


ECTF Media Services APIs


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


ECTF S.100 Media Services API

n ECTF Media Services ÒCÓ API and Frameworkn Operating system independentn Extensible support for new media servicesn Multiple applications share location-

independent resources and callsn Location-independent support for modular

media resources


ECTF S.410 JTAPI Media

n Java API for computer telephony media servicesn Extension to core JTAPI (Optional Package)n Based on ECTF Architecture and S.100n Location independent resources


n Service provider Interface for CT resourcesn Enables the mixing and matching of hardware

and software resources within a given S.100-based service platform

ECTF S.300 Media Services SPI


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


For More Information

n S.100 R2 and S.200 specifications and the ECTFproduct directory can be found at:

http://www.ectf.org

n JTAPI information at:http://java.sun.com/products/jtapi/index.html

n TAPI information at:http://www.microsoft.com/communications/telephony.htm


Administrative Services Specifications

n System configurationä System customizationä Moves / Adds / Changes

n Fault monitoringn Accountingn Performance managementn Security


ECTF Framework

n M.001 Administrative Servicesä Framework for system managementä Roadmap for technical working groups


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


ECTF M.100

n Management API for CT Servicesn Supports management of:

ä configuration dataä safe startup and shutdown of CT serversä service provider informationä application profiles


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


n Service Provider Interface (SPI) correspondingto M.100

n Allows management of S.300-based resources

ECTF M.300


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


n SNMP Management Information Base (MIB) forcomputer telephony servers

n Defines information made available to SNMPmonitoring tools

ECTF M.500


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


ECTF Framework

n A.001 Application Interoperabilityä Framework for multiple applications to share calls and

exchange call-related informationä Roadmap for technical working groups


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


n A.100 Application Interoperabilityä Requirements for call handling, hand-off, and accepting

calls in S.100 environments

n A.130 Shared Data Specificationä Data types for application interoperability

Application Interoperability


Resource Modules

Hardware

S.300

S.200 M.100 / M.500

AdminApps

M.300

CallControl

S.100 / S.410 C.100

CTIApps


To OtherServers

MediaApps

A.100 / A.130 / R.100

H.100/H.110

Hardware Hardware


Putting It All Together


CT Servers in Legacy Configurations

ExternalTelephoneNetwork

ISDN, T1,Analog

Analog,ISDN,

or Proprietary




CTServer

LAN

IVRSoftware

ISDN, T1,Analog

Analog,ISDN,

or ProprietaryISDN, T1,AnalogISDN, T1,

Analog




Server

LAN

IVRSoftware

ISDN, T1,Analog

Analog,ISDN,


AnalogS.300

H.100 orH.110

S.100S.410

S.200

S.200




Server

LAN

DesktopCTI

IVRSoftware

ISDN, T1,Analog

Analog,ISDN,


Analog

CSTA,Versit




CTIServer

LAN

DesktopCTI

DesktopCTI

IVRSoftware

ISDN, T1,Analog

Analog,ISDN,


Analog

CSTA,Versit

CSTA,Versit

CSTA,Versit




Server

LAN

RoutingSoftware

DesktopCTI

DesktopCTI

IVRSoftware

ISDN, T1,Analog

Analog,ISDN,


Analog

CSTA,Versit/S.200

CSTA,Versit/S.200

CSTA,Versit

A.100A.100




Server

Admin

LAN

RoutingSoftware

DesktopCTI

DesktopCTI

IVRSoftware

ISDN, T1,Analog

Analog,ISDN,


Analog

S.200/SNMP

S.200/SNMP

M.100M.500

M.500

M.500 M.500 M.500

SNMP SNMP SNMP


New Generation Telephone System

IPLAN



Admin

IPLAN

CallControlServer

SMMP/HTTP

SMMP/HTTP



Admin

IPLAN

VoIPGateway

CallControlServer

H.100 orH.110



CircuitSwitched Network

Admin

IPNetwork

IPLAN

SS7

H.323

PCPhone

H.323 H.323

ISDN, T1,Analog

VoIPGateway

CallControlServer

VoIPGate-

keeper

H.323

MGCP

MGCP




Admin

IPNetwork

IPLAN

PCPhone

PCPhone

VoIPGateway

CallControlServer

VoIPGate-

keeper

MGCPH.323?

MGCPH.323?

MGCP?H.323?




Admin

IPNetwork

IPLAN

PCPhone

PCPhone

VoIPGateway

CallControlServer

VoIPGate-

keeper

MGCPH.323?

MGCPH.323?

MGCP?H.323?MGCP?

H.323?




Admin

IPNetwork

IPLAN

PCPhone

PCPhone

VoIPGateway

CallControlServer

StationServer

VoIPGate-

keeper

H.100 orH.110

MGCPH.323?

MGCPH.323?

MGCP?H.323?

MGCP?H.323?MGCP?

H.323?




Admin

IPNetwork

IPLAN

PCPhone

PCPhone

VoIPGateway

MediaServer

CallControlServer

StationServer

VoIPGate-

keeper

H.100 orH.110

H.323?




Admin

IPNetwork

IPLAN

RoutingSoftware

PCPhone

PCPhone

VoIPGateway

MediaServer

CallControlServer

StationServer

VoIPGate-

keeper

S.100S.300

S.200

S.200

S.100S.410




Admin

IPNetwork

IPLAN

RoutingSoftware

DesktopCTI

PCPhone

PCPhone

VoIPGateway

MediaServer

CallControlServer

StationServer

VoIPGate-

keeper

Versit,CSTA

JTAPI,TAPI,TSAPI


CT Server Product Maturity Checklist

n Frameworkn Published APIsn Published Protocolsn Reference Implementationsn Plug & Play Products


Conclusions

n Call Controlä Universal framework has emergedä Newest generation of APIs are/will be functionally richä CTI Plug & Play dependent upon adoption/completion

of Versit/CSTA Phase III protocols


Conclusions

n Media Servicesä ECTF framework is the focusä Availability is a function of vendor adoption


Conclusions

n Adminä M.100, M.300, M.500 are a solid suite for management

and fault monitoringä HTML/HTTP is a good bet for configuration interfacesä Interfaces/protocols are still required for accounting

(e.g., CDR)ä Watch for standard directory schemas for call control

configuration (MAC, CoS, etc.)


Conclusions

n Switchingä TDM backplanes are here to stay in one form or anotherä H.100 and H.110 are the way to go for PCI and cPCIä Support for both traditional and packet-based telephony

networks

Q&A

Michael BayerComputer Telephony

Solutionswww.CTExpert.com

cu9 - megaphone co

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