Just-in - Mark Your Calendar for 11/9 Webinar

Stop Thinking About IVR as Voice Only!  

The New Contact Center Experience  

Hear how Gold Achieves 50%+ Lower TCO with Gold Systems IVR & Voice Solutions and much more.  Click here to register.

Gold Systems, a leader in self-service customer communications using Interactive Voice Response (IVR) solutions announced that they have achieved the Microsoft Unified Communications Gold Competency.  "We have certified Microsoft Certified Professionals (MCP's) who have passed new UC competency evaluations. In addition, our sales experts have passed the sales and marketing assessment to achieve this goal as well as the required number of customer recommendations," noted Terry Gold CEO. "We have a strong professional services group that is skilled in both the migration from traditional PBX systems as well as the implementation of new Lync greenfield installations," Gold added. Gold systems has also partnered with other unified communications industry leaders to provide - start-to-finish, side-by-side and over-the-shoulder professional services.  Gold has indepth knowledge of media gateways, session border controllers, end points, SIP trunking and other options to maximize the range of customer settings from SMB to large-enterprise. For more information on Gold Professional Services, please email websales@goldsys.com.

SIP Troubleshooting - Collapsed Services & Clipping-Dipping  

This week two more of those annoying SIP problems reported in far too many situations. QoS will be an ongoing saga that will have a few more articles while voice clipping and dipping is a "pesky" problem but generally easy to solve.

In a "two-box" environment, the premise router can only look to the cable modem but not "look ahead" to see network congestion which limits QoS. QoS is critical to business VoIP-SIP as any congestion can cause "stutter" delays, "voice skips" from packet loss or "jitter" in the conversation. Data networks are called "bursty" networks because data arrives randomly and in large amounts often causing "traffic jams." A "one box" environment sometimes referred to as collapsed services, enhances QoS by making "smart decisions" about prioritizing network traffic. Adding bandwidth is one way to reducing voice/data "log jams" and VoIP "stuttering" problems. Advanced routers or other devices such as network optimizers and equalizers are hardware software devices that give the network administrator control over every type of packet and TCP port. The security features of many routers include capabilities such as hardware-based virtual private network (VPN) acceleration, firewall and intrusion prevention.   These and other techniques are critical as video, gaming, video mail and other complex systems such as virtual reality emerge. One of the key advantages of new routers is providing both a traditional T-1 or T-3 circuit and a cable or metro ethernet solution for routing. Either circuit can be the primary routing circuit, however, in case of circuit failure; alternate circuits can be selected automatically. In addition, protocols like HSRP-hot Standby Routing Protocol can be implemented for more protection. Network equalizing is another choice in balancing of traffic allowing for time/delay-sensitive voice, video and priority data to receive an "equal share" of the available bandwidth. Network equalizing is a dynamic process which can respond to changes in network conditions. In addition, as more and more applications are placed on the network, network equalizing is critical to "filling the pipe" and not paying for idle bandwidth. Solution - adding bandwidth is no panacea and like most real problems throwing money at doesn't really solve it. Understanding the changing nature of corporate traffic is a continuous and life-long project (read as job security).

Voice clipping, chopping or dipping occurs as the result of the VAD-Voice Activity Detector. VADs are used for silence suppression in packet voice systems, due to the need not to use bandwidth to send packets when there is no voice; think of this as not sending silence.   VAD also reduces or suppresses echo suppression in echo cancellers. In addition, VADs are used to reduce room or background noise in IP phones, speakerphones and microphones. VAD systems determine the difference between human voice, tones, unvoice, "white noise" (similar in concept to white light (composed of equal amounts of all visible light frequencies) - a sound composed of an equal mix of all audible frequencies) and comfort noise (noise generated to let the user know the call has not been disconnected) and other sources. There are three or more types of noise or non-noise detectors: known energy level, adaptive energy level and spectral energy based on compression. If below threshold, then clip/cut as perceived as noise not voice is called "front end speech clipping." "Dipping" is clipping at the end of the voice segment. Solution - monitor and adjust your VAD.

Got a problem you found, got a solution you found, send them and our crack team will work on them for you and we don't do crack either. 

One Last Look - Top-10 UC Planning - "Best Practices"

6 - Add multi-level UPS power systems for systems, HVAC, staff, and network management including fire suppression.

Real world answer: With minor exceptions, all our sites have back up generators.  Most have on site fuel storage, although a few rely on utility natural gas feeds.  All sites have a minimum of 4 hours of battery back up, the majority have 8 hours.  HVAC systems are only redundant at our main site.   Most other sites have a single system.  A few sites have no A/C, but with our costal climate, this isn't a big issue most of the year.  Where possible our HVAC systems are on the generator.  Staff areas, network management and fire suppression systems are all on generators, but not on redundant systems.

7 - Plan for multiple geographic route terminations for voice traffic.

Real world answer: This is in the plans.   Right now all our trunking is either PRI, or back up analog trunks.  All of these utilize the local carrier (AT&T) and the local CO.  Our local CO only got a redundant network link last year, up until then we were at the end of the line.  As we move to SIP trunking, we will be able to utilize the multiple campus entrances for IP traffic as well as keeping a few PRI's through the carrier.

8 - Apply corporate risk and IT security practices including before and after disaster policy reviews.

Real world answer: Yep, and it has worked well.  Downside is that with the exception of us in telecom, and a few of the network guys, none of them have any telecom background.  They often try to apply server/website logic, attitudes and understanding to the telephone network.  It actually can be pretty comical sometimes, but they are trying.

9 - Train redundant staff and contract for backup "hot site."

Real world answer: That would be nice, probably won't ever happen.  There is some rumblings about the University of California Office of the President operating a large IP voice platform, but not sure if that will ever come to fruition.  

10 - Conduct monthly "stress tests."

Real world answer: Every month when I get my paycheck.

This is by all means not all the potential tips and real-world answers but they have been validated by a number of seasoned UC experts.  We do invite your comments or solutions anytime. 

One Last Look - Record It or Record the Fact That You Lost Your Job  

What

Live-PA (http://www.live-pa.com) facilitates both recording of audio streams from Microsoft Lync and OCS 2007 R2 to managed storage, and access to a SharePoint portal for playback of call recordings.  As a fully Microsoft Lync integrated product it represents the best of breed solution to any call recording and regulatory compliance needs and is available in both on-premise and hosted service versions. 

Recording customer calls can help your business train all staff, increase efficiency and improve your customer service. In a competitive age where customers expect an instant and accurate response, more and more businesses are looking for new ways to enhance their customer service and increase efficiency and one of the ways that's available to any industry and uses technology every business already has, is through call recording.

With call recording businesses can record all (or some) of their incoming and outbound calls and those call recordings can then be played back to help businesses improve the customer relationship, increase accuracy and to train staff.

Also "From March 2009, firms will have to record all telephone conversations and electronic communications relating to client orders and the conclusion of transactions in the equity, bond, and derivatives markets." And, this "Whoever knowingly alters, destroys, mutilates, conceals, covers up, falsifies, or makes a false entry in any record, document, or tangible object... shall be fined under this title, imprisoned not more than 20 years, or both."

 

Unlike other call recording systems for Lync, Live-PA integrates directly with the Lync server components and not at the End Points. This means that Live-PA is not restricted by End Point type and ensures complete consistency of all recordings. This is done by intercepting the call and sending a copy of the audio through a series of sophisticated components.

A Live-PA component called the Redirector is installed onto the Front End Server. Another component, the Edge Node, is installed on the Edge Server. The purpose of both of these components is to send the audio streams of conversations to a 3rd Component called the Duplicator instead of their original destination. The decision to redirect a call is based upon data received from the Live-PA portal as to the recording status of the participants.

The Duplicator then, as its name implies, creates a duplicate audio stream and send the original stream onto is original destination. The speed of this operation

means that the receiving End Point is unaware that the audio has been re-routed.

The duplicated stream is sent to the Decryptor which, again as the name implies, decrypts the audio streams and joins together the multiple streams of a conversation as single file for the Transcoder to encrypt and store along with associated Metadata in the Live-PA Portal. Other components provide functionality to interact with the system during a call to allow for On-Demand users to initiate a recording or add Tags, Bookmarks or Actions which are then stored against the recording.   

It is time to take another step in getting your Lync implementation to be ready for what comes as regulatory, compliance and professional industry standards are increasingly requiring tracking of all business activities.  

Migrating to Microsoft Lync?  

AudioCodes Survivable Branch Appliances (SBA) and Media Gateways for Microsoft Lync - the preferred integration solution for branch office survivability (SBA), connectivity and interoperability with SIP Trunks, PBXs, IP-PBXs and other legacy systems.  

  
AudioCodes:  Interoperability, reliability and investment protection from the experts.   

Click here for more information.  Click on image for 8 steps to UC Flash tutorial.

Marketing Communications Solutions

There are a number of other marcom solutions available such as:  

- Newsletters (e.g. private label version of Lync User Forum)  

      from Constant Contact Certified Experts click here 

- Webseminars ("Highest Scores Ever" - Microsoft)

- Customer Case Studies ("Best Customer Case Study' - Broadsoft)

- White Papers (Top-10 Tips for VoIP Implementation - XO)

- SEO (top placement of key words in Google), e.g. Google  IVR Lync

- Social marketing (Twitter, social media course) see my Twitter account @techtionary

- Social media training (course evaluations available)

- Articles - email for example

- Press Releases (email for examples)

- Training - your courses

- Course development new courses (Qwest, Microsoft, others)

- Elearning course development and delivery (Qwest)

- Videos

- Consulting (product, strategic planning, crossnetpoints model)

 Email today to get help cross@gocross.com

Get Lync Smart: TECHnet click on image for link           

Here's a great place to get Lync Smart. I particularly like the labs and podcasts (which you can download and take with you).  

Webcasts 

Tune in as Microsoft subject-matter experts present product overviews and strategies for improving productivity and driving down costs. Webcasts include technical presentations about configuring, securing, and extending your unified communications infrastructure.

Videos 

Learn smart strategies, get new insights, and stay up-to-date on Microsoft tools, technologies, and services. Stream or download a video today.  

Virtual Labs 

Test drive Microsoft's unified communications solutions in a virtual lab. It's simple-no complex setup or installation is required. You get a downloadable manual and a 90-minute block of time for each module, and you can sign up for additional 90-minute blocks anytime.

Podcasts 

Stream or download these audio podcasts on to your favorite podcast software or mobile device. These podcasts are free and do not require registration-just click, listen, and learn.

Here's from one of the labs I explore: The New Enterprise Voice Features of Microsoft Lync Server 2010.   Microsoft Lync Server 2010 introduces the ability to give users a second, private telephone line in addition to the primary telephone line. Private telephone lines are often assigned to executives and others who want an unlisted telephone number at which they can be reached directly.  Private telephone lines can only be configured with the Lync Server Management Shell.   

Lync Forum Jobs Board

 click here to see. 

Jobs added for free on Lync Forum website

Jobs added in Newsletter for a fee.

Email links to your jobs to cross@gocross.com

Click here for blog 

Listen to customers:

email:nexthop@microsoft.com

tweet:http://www.twitter.com/DrRez

- Educate and inform through the NextHop, DrRez, PowerShell, and Lync client blogs found at:

http://nexthop.info

- stimulate a dialogue:

Twitter  

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