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Innovation | Collaboration | Evolution | Results

Planning Migration

Services Support

SIP is coming to your contact center. You will eventually be forced not only to accept SIP based

technologies but integrate these technologies while still operating your contact center. This is more difficult

than setting up a new contact center. Interruption of the contact center operation is not tolerable.

Therefore how you manage the TDM to SIP transition is very important.

SOFTEL TDM/T1 to SIP Architecture Migrations and Services

SOFTEL have been providing supporting services to contact center businesses for over 2 decades, in sectors such as Finance, Health Care,

Retail, Utilities, and Transportation, amongst others. Our knowledge of the architecture and infrastructure required for SIP solutions supporting

Unified Contact Centers and front-line services has benefitted dozens of leading global organizations, who operate very complex business

operations. With industry-level management, integration, and migration strategies, SOFTEL’s Unified Communications SIP Migration Services

provide superior Service management, unique within contact center operations. We are dedicated to providing SIP migrations and

deployments from major vendors and providers, while minimizing the impacts to business operations from Inception, Planning, and

Integrations, through Migrations to Day-to-Day Operations and Managed Services/Day 2 Support.

SIP Migration Services

Utilizing a customizable methodology for SIP Migrations, SOFTEL ensures that the core operations remain unaffected by applying a modular

approach to the vendor’s SIP deployment and the on-site infrastructure and architecture. Through meticulous dial planning and component-

level SBC deployments, SOFTEL works with their technology partners to deliver a seamless transition from T1/TDM to SIP within enterprise

architecture.

1. Vendor SIP Solution Planning

Depending on your choice of Vendor and the model for your own deployment and migration of SIP Services, SOFTEL provides a

comprehensive service of Solution Planning, based on your current and future enterprise architecture utilization.

We map your services to your business requirements and plot the distribution of the Vendors SIP solution, matching it with existing the T1

architecture. SOFTEL moves the center through a planning “cycle.” Combined with direct vendor and enterprise involvement, a fully-formed

SIP Migration Plan is produced, containing itemized steps to implementation of the SIP Solution for the center..

2. Site Session Border Controller (SBC) Migration Planning

At enterprise operations-level, SOFTEL defines with the customer, the infrastructure and local architecture requirements for the locations and

sites.

By combining local SBC requirements with existing or enhanced networks on LAN/WAN and defining capacities within the enterprise

architecture, SOFTEL delivers a working SBC migration plan.

Vendor SIP Solution Planning

Site SBC Migration Planning

Site Operations Migration Planning

Modular Migrations

SIP Brought Into Service

(BIS)

Managed Services & Day

2 Support

Capacity Planning

T1 Trunks, PBX, ACD &

VMDial Plan

IT Network Infrastructure

Turrets & Softphones

(CTI)

Peripheral Services (CRM)

Locations & SitesLAN/WAN

RequirementsData & Equipment

Enterprise Architecture

DecommissioningBringing Into Service Plan

3. Site Operations Migration Planning

Beyond the technical deployment planning, SOFTEL works with the customer determine and define the local configuration and allocation of

SIP Channels, from the existing T1 Trunks, local PBX, and ACD, forming a comprehensive working document as the basis for individual

extension migrations.

4. Modular Migrations

Once each aspect of the migration plans are in place, SOFTEL works with the vendor and the enterprise to determine when each site, location,

group, team, user and service will be deployed and integrated in the contact center operation. , This may need to be a combined migration

per site or on a more granular scale depending on the vendor or service.

As subscribers progress through the migration plan, quality assurance testing is applied, prior to a decommissioning program, thereby

releasing and removing legacy telecommunications equipment leading to an eventual “BIS” (Bringing Into Service).

5. SIP Brought into Service (BIS)

A period of “bedding in” is allocated, per location and site before any decommissioning takes place. When a stringent set of business

requirements, operational capacities, and functional requirements are satisfied, will a site be considered “In Service”. Once this has been

achieved, to the satisfaction of all parties, a program of decommissioning the legacy systems and network can commence.

6. SOFTEL Managed Services

Sometimes, technologies designed to increase productivity within an organization can also create levels of complexity, increasing risks when

making transitions from legacy platforms to virtualized environments. If you discover that you are spending too much time managing your

applications instead of operating them, it may be time to talk to SOFTEL Communications.

SOFTEL Managed Services monitor IP-based communication system devices, applications, voice routers, and switches for fault and

performance events. From our Network Operations Centers (NOC), we resolve Incidents and take the lead in co-managing networks and

applications across any infrastructure. SOFTEL personnel operate as an extension of your IT team by providing visibility into the state of your

network through our best-in-class Remote Monitoring and Management Platform. Our advanced Recording and Reporting technology

aggregates performance, availability and fault information into real-time, daily, and monthly reports. With a multitude of layers, SOFTEL

Managed Services allows you to simply continue with your operations.

Sites, Teams, Groups

Operators

(Agents)

CRM Vendor Platform

Configuration

Telephony User

Configuration

CRM/CTI Integrations

“Dial Plan”

Identification & Grouping

Calendar Planning Modular MigrationsQuality Test &

AssuranceDecommissioning

Bringing into Service

7. SOFTEL Project Governance & Program Management Services

Today's business challenges are tough and the solutions to overcome these challenges are often complex. Understanding the problems,

communicating to the key project stake-holders, specialists and mapping out a clear path to results keeps things on track. This is where real

project experience and management maturity can make the difference between success and failure. Keeping everything moving towards

deadlines and business specifications needs a good plan and an even better method of delivery. If you need an experienced, tested and

trusted Project or Program Governance and Delivery Service, it’s time to talk to SOFTEL Communications. At SOFTEL, we use proven project

management methodologies and provide the experienced expertise to manage and implement end-to-end complex and large-scale

application and infrastructure projects.

We drive, support, deliver, and perform quality control of complex project deliverables, across converged client networks. Our Services begin

with scope and definitions and continue through life cycle deliveries, to quality control monitoring measures. Through our Project, Program,

and Delivery Managers, we drive deliverables and take the lead in coordinating multiple services, providers, platforms, and developments on

the ground. Through proven delivery methodologies, we provide planning and implementation records, reports, and status/progress

milestones, ensuring clear communications between all parties. All of which allows you to simply specify your deliverables.

8. SOFTEL Software & Infrastructure Services

Contact Center environments evolve over time, creating any number of complex elements which form the core of Unified Communications.

SOFTEL understands those elements, knowing how they interact, and having the experience to apply continued operational enhancement.

This is where software and infrastructure maturity can make the difference between success and failure. Keeping everything aligned and

functional takes a good plan and an even better method of continued delivery. If you need an experienced, tested, and trusted software and

infrastructure Service, it’s time to talk to SOFTEL Communications. At SOFTEL, we use proven delivery and operating methodologies and

provide the expertise to manage and implement end-to-end complex and large-scale software and infrastructure projects:

Scope of work

Business RequirementsTechnical

Requirements

Stakeholders

Business & Technical High Level Design

Architecture Design Document

Technical Design Document

Pla

nn

ing

Project Plan

Business AnalysisTechnical Integration

TestingBusiness/User Testing Implementation

Deliv

ery

Quality Control & Post-Launch Support

Technical Design Technical Development

Implementing & Overseeing the Project

Plan

Quality Assurance & Milestone Planning

Internal & External Resource Planning

Customer & Supplier Liaison

Go

vern

an

ce

Project Timeline Adherence

Phase Delivery PlanningStakeholders Communique

Development Tools Development Tools Development Tools Development Tools Development Tools Development Tools

Software Software Software Software Software Software

Applications Applications Applications Applications Applications Applications

Solutions Solutions Solutions

Technology Platform Technology Platform

Software & Infrastructure Services

Software Software Software Software Software Software

Hybrid Unified Communications (Premise and Cloud)

9. SOFTEL Software Application Development Services

Contact Center and Unified Communications Omnichannel Software Application Development is becoming more and more complex. With

the advent of IoT (Internet of Things), Big Data Analytics and Wearable Technologies and a plethora of Platforms, Operating Systems, Devices

and Delivery and Hosting methods, finding the right balance between functionality and accessibility can be daunting. Understanding how a

developed software fits in with the overall operations and ensuring it is the best possible fit is where real development experience and

management maturity can make the difference between success and failure. Keeping everything in line with specifications requires a good

plan and a superior method of delivery. At SOFTEL, we use proven delivery methodologies and provide the expertise to manage and

implement end-to-end complex and large-scale software, application and infrastructure software, and application delivery projects.

Our Software Application Development Services begin with a complete analysis of requirements and continue through detailed designs and

development, through to an implementation across an enterprise or business. Our dedicated team of software developers and management

staff drive deliverables and take the lead on the ground. Through proven delivery methodologies, we define, measure, assess, implement,

and control our custom developments, ensuring a fully-flexible approach to delivery. All of which allows you to simply define your business

goals.

SOFTEL is passionate about providing fully-encompassing Best in Class SIP Migration Services to your Enterprise

Operations. To find out more about our unique Service Packages, contact us today;

© SOFTEL Communications 2015

Business AnalysisTest Lab Technical Integration Testing

Business/User Testing Implementation

Deliv

ery

Quality Control | Post-Launch Support

Technical Design Development

Vendor Tools | SDK | Platform Coding | Industry Coding

Agile Waterfall

Delivery Method

Iterations | Versioning | UML

Unit Tests | Source Coding | Test Cases

Integration Tests | Top Down | Bottom Up |

Black Box

Meth

od

s

Implementation | Adjust | Embed

Implementing & Overseeing the Project

Plan

Quality Assurance & Milestone Planning

Internal & External Resource Planning

Customer & Supplier Liaison

Man

ag

e

Project Timeline Adherence

Phase Delivery PlanningStakeholders Communique