VOIP....

[q2261]

Hello folks,

I've been approached by a small software company that is looking to forward its tech support calls from the US to somewhere in Asia, and they want to do it using VOIP. Basically, what they want is an end-user to be able to call a standard US number and be routed to the company's call center offshore. How can this be done using VOIP? Any info would be very helpful. Thanks.

 

[Santa]

This can be done with normal Telecommunication means also but it is more feasible to do with VoIP since the cross continent telephone tarriff doesn't make it more expensive.

Think of 800 number and how you do not know where the end phone is ringing. Now add VoIP and you can technically reroute that anywhere there is an IP in the world.

Now QoS becomes a major issue but if they want to it is possible to handle that type of QoS over seas.

 

[q2261]

Originally posted by: Santa
This can be done with normal Telecommunication means also but it is more feasible to do with VoIP since the cross continent telephone tarriff doesn't make it more expensive.

Think of 800 number and how you do not know where the end phone is ringing. Now add VoIP and you can technically reroute that anywhere there is an IP in the world.

Now QoS becomes a major issue but if they want to it is possible to handle that type of QoS over seas.

Thanks for the info Santa, I understand what you're saying. Now I need some more information about the actual implementation since I've never actually implemented a VOIP solution before

 

[FracturedSoul]

In a nutshell you will have to do the following:

1) Determine peak bandwidth using present and project call volumes.
2) Find a co-lo that has both IP and POTS accessibility.
3) Deploy equipment to accept the incoming POTS call and then generate an IP call to the terminating equipment in Asia.

There are many subitems that will have to completed, including co-lo facilities, bandwidth both in the US and Asia, tying into the phone system, determining which products from which company you use. Its rather daunting and probably more then one person can handle. Look into an IT firm who specializes in this stuff.

 

[q2261]

Any more takers?

 

[ScottMac]

Well, I'm maybe a little biased ... but

You'll end up running the same kind of connection overseas (voice or data). You'll probably (maybe) be able to support a higher call density for the same bandwidth (at a lower voice quality, with less reliability, with glitchier operation, software bugs ...).

The Internet (today and in the near to medium-distant future) is an exceptionally poor medium for VoIP because of the variable delay of an uncertain and unpredictable path. VoIP can handle delay; VoIP hates widely variable delay ... and the voice quality suffers.

Most VoIP is over private WAN links. You'd get better voice quality putting a channel bank on each end. Some traditional MUX can also do some flavor of sub-rate compression.You may get higher call density with VoIP, it might even end up being cheaper per call; all you have to do is give up quality and reliability.

There are ways to improve reliability and voice quality, none are cheap (or at least as cheap as a traditional phone system).

JM.02

Scott

 

[Santa]

The VoIP would be over a private link if you think about it.. its not like the customers are calling over seas via VoIP. Just the Central location that has both the POTS and VoIP gear communicating with the remote call center location so in theory whatever variables can be ironed out.

I have not heard of a successful implementation of this yet but sounds feasible.

Can't imagine it is cheap though since the gear to do it with such long run is still pretty expensive but rerouting a call from one line to VoIP is cheaper than one line to another tieing up two lines and per minute cost.

Bandwidth is cheaper by the minute than Voice lines. Technically you charge bandwidth by the amount or by month not the minute. So if you have dedicated lines with all you can eat bandwidth on both ends you may have a chance at reducing cost.

I am not sure by your post whether you are implementing it or wanting to know whether the other guy offering to you can do what he claims.

I would be weary though since it is very new technology for this type of implemntation. I would have a backup plan in case something fails like a fallback to a backup call center or something.

 

[q2261]

OK thanks for the advice people. Now, correct me because I may be extremely wrong, but I have been under the impression that two Linux boxes at either end acting as VOIP gateways could somehow "talk" to each other such that a call coming in here in the US could automatically be answered by the Linux box and transferred to the remote Linux box which then transfers it to local POTS. Does this make sense, or have I been smoking something?

 

[birthofsorrow]

Its amazing howmuch money you save with VOIP

 

[q2261]

Originally posted by: birthofsorrow
Its amazing howmuch money you save with VOIP

Thanks for letting me know . Any other opinions?

 

[bbqweed]

How can this be done....LOTS of Bandwidth.....very expensive solution if the company does not already have their connection lines up front....