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Web–Enabled Voice over IP Call Center [chapter]

Stefan Kuhlins, Didier Gutacker
2001 Lecture Notes in Computer Science  
We call this a "Web-enabled voice over IP call center."  ...  This paper describes the concept and open source based implementation for combining Internet commerce solutions and World-Wide Web access to information (e.g., Internet and telephone banking) with a voice  ...  The main goal of our project is to build a Web-enabled VoIP call center based on freely available software, preferably open source software.  ... 
doi:10.1007/3-540-47734-9_58 fatcat:egfnkwthk5d43m5343gz4smal4

Low Cost VoIP Architecture Using Open Source Software Component in Tertiary Institutions

Ebtesam Najim AlShemmary, Bahaa Qasim Al-Musawi
2004 INTERNATIONAL JOURNAL OF COMPUTERS & TECHNOLOGY  
This paper describe VoIP system for the enterprise network (e.g. company, university) that have been developed based on Asterisk which is a kind of open source software to implement IP-PBX system.  ...  Emerging technologies, such as those of Voice over Internet Protocol (VoIP) that allow convergent systems where voice and Web technologies can utilize the same network to provide both services, can be  ...  IP telephony, or VoIP (Voice over IP), enables voice communications over networks based on the Internet Protocol (IP). Therefore, it allows significant advantages.  ... 
doi:10.24297/ijct.v3i1a.2721 fatcat:oaseo6te7vazpkkizyufzxfwem

Web Services Methods for Communication over IP

Wu Chou, Li Li, Feng Liu
2007 IEEE International Conference on Web Services (ICWS 2007)  
In this paper, we study web services methods and approaches to enable real-time communication services over IP.  ...  Web Service Initiation Protocol (WIP) which is a full featured web service and SOA based communication framework for multimedia and voice communication over IP.  ...  The extended WIP endpoints were demonstrated in an IP call center application where a multimedia WIP call with voice and video were transferred from one agent to another utilizing the presence aware services  ... 
doi:10.1109/icws.2007.191 dblp:conf/icws/ChouLL07 fatcat:qb4ztddy55ds5c7irrnw2xc5mi

IP Telephony Applicability in Cloud Computing

Francisco Palacios, Mitchell Vásquez Bermúdez, Fausto Orozco, Diana Espinoza Villón
2018 Journal of Science and Research  
In this paper, Elastix is used as an open source software that allows the management and control of a Private Branch Exchange (PBX); and for developing, it is used the services given Amazon Web Services  ...  This paper carries out a research related to the applicability of VoIP over Cloud Computing to guarantee service stability and elasticity of the organizations.  ...  Internet Protocol, also called voice over IP, voice over IP, VoIP, VoIP (for its acronym in English, Voice over IP), is a group of resources that makes the voice signal travel over the Internet using an  ... 
doi:10.26910/issn.2528-8083vol3isscitt2017.2018pp128-133 fatcat:zzisnyivbjdszlqktgg2p7w6le

An Integrated Solution of the Unified Communication System

Balu N., Ashok Hebbar
2019 International Journal of Computer Applications  
The Asterisk PBX platform is completely free and open source, so organization can deploy it and modify it as they need without having to pay any licensing fees.\ EVOLUTION OF VOICE OVER IP With the advancement  ...  One of them is IP Telephony. Microsoft UC and Collaboration Solution According to ( Asterisk UC Solution Asterisk is an open source PBX platform that is widely used by organization.  ... 
doi:10.5120/ijca2019918555 fatcat:7ejyhyg3uvecxawybr4xnlv2ai

Towards a 21st century telephone exchange at CERN

F Valentín, A Hesnaux, R Sierra, F Chapron
2015 Journal of Physics, Conference Series  
The advent of mobile telephony and Voice over IP (VoIP) has significantly impacted the traditional telephone exchange industry-to such an extent that private branch exchanges are likely to disappear completely  ...  interconnect emerging VoIP solutions and forthcoming developments such as Voice over LTE (VoLTE).  ...  VoIP enables the transport of voice conversations, with the transmission of the original voice signal as a sequence of IP packets over today's widespread IP networks.  ... 
doi:10.1088/1742-6596/664/5/052039 fatcat:qlymo7fkx5ebfiygptplpgt2pa

A context-aware smart-call-center solution: Improving customer service for online games

L. Luo, J. Liu, L. Shao, W. Lu, M. Ye
2006 IBM Systems Journal  
By leveraging VoIP (voice over Internet Protocol) technology and transmitting contextual information for the player and the game, the smart call center enables a context-aware service capability, helping  ...  Call centers play an important role in the online game industry, using automatic call navigation, information integration, and human agent communication to provide interactive services to assist customers  ...  introduction of the IBM call center solution.  ... 
doi:10.1147/sj.451.0145 fatcat:ntuh5h6blrh75om6jvztosfh64

Thai voice application gateway

Dararut Kaitrungrit, Matthew N. Dailey, Chai Wutiwiwatchai
2008 2008 5th International Conference on Electrical Engineering/Electronics, Computer, Telecommunications and Information Technology  
A voice gateway is an enabler that has the potential to broaden access to the resources available on the Internet to include users that have no computer, IP network connection, or Web browser.  ...  Towards solving this problem, we propose, implement, and evaluate a low-cost Thai-language voice gateway system based on open standards for speech technology and existing open source software projects.  ...  In this paper, we propose an architecture for an open-source Thai Voice Gateway system, describe a prototype implementation based on customization and integration of existing open source software packages  ... 
doi:10.1109/ecticon.2008.4600382 fatcat:v6bhxl555jbevpu7ni6xdf22re

Design, Implementation and Evaluation of Unified Communications on-premises and over the Cloud

Aklilu Daniel Tesfamicael, Vicky Liu, William Caelli
2015 International Journal of Web Science and Engineeringfor Smart Devices  
This paper also discusses and demonstrates an open source UCaaS solution.  ...  In this paper, we will discuss and demonstrate an open source on-premises UC solution, viz. "Asterisk" for use by businesses, and report on some performance tests using SIPp.  ...  Acknowledgment Our UC implementation and performance testing on-premises has been conducted on a networking laboratory with student-formed teams.  ... 
doi:10.21742/ijwsesd.2015.2.2.01 fatcat:lrj4gpbmufbzfebca7muxwn2ra

Voice-Over-Internet Protocol (VOIP) Cost Efficiencies And The Decision To Implement

Les Nunn, Brian McGuire, Brian Crowe
2010 Review of Business Information Systems (RBIS)  
VoIP enables multiple users to communicate via voice and video. Furthermore, they can still use data sources consisting of spreadsheets and financial statements.  ...  An objective must be established in order to implement an activity based system followed by the appropriate steps.  ... 
doi:10.19030/rbis.v14i1.498 fatcat:niixi2gkzfejfkzfz2ac2fgufm

Not Your Father's PBX?

James E. Coffman
2004 Queue  
Open servers and IP network bandwidth also enable organizations to scale their communication systems to larger sizes. This can increase efficiency, particularly in contact-center implementations.  ...  Convergence involves much more than simply sending voice packets over an IP (Internet protocol) network.  ... 
doi:10.1145/1028893.1028896 fatcat:ec4fjmwsxfbfhltpgplm7g4uzu

Implementation and Evaluation of Open Source Unified Communications for SMBs

Aklilu Daniel Tesfamicael, Vicky Liu, William Caelli, Jonathan Zureo
2014 2014 International Conference on Computational Intelligence and Communication Networks  
In this paper, we will discuss and demonstrate an open source UC solution, viz. "Asterisk" for use by SMBs, and report on some performance tests using SIPp.  ...  These real-time interactive communication services and applications over Internet Protocol (IP) have become critical in boosting employee accessibility and efficiency, improving customer support and fostering  ...  This paper, discusses the implementation and performance analysis of an Open Source UC solution based on the open source product "Asterisk".  ... 
doi:10.1109/cicn.2014.260 fatcat:7d43ezhrgrfsbenqncva2pcagm

A Service Platform for Internet-Telecom Services using SIP [chapter]

S. Bessler, A. V. Nisanyan, K. Peterbauer, R. Pailer, J. Stadler
2000 Telecommunication Network Intelligence  
Publications about SIP mostly concentrate on the usability of SIP to implement Voice over IP (VoIP) services.  ...  PARLAY is an industry initiative to create a CORBA based interface from an enterprise application (client) to different networks (PSTN, mobile, IP) and their resources e.g. voice-or mailboxes.  ... 
doi:10.1007/978-0-387-35522-1_4 dblp:conf/smartnet/BesslerNPPS00 fatcat:yboaserfiva7bbxz57xf4r27zy

Technical Issues for IP-Based Telephony in Nigeria

A. A. Ojugo.
2013 International Journal of Wireless Communications and Mobile Computing  
over an IP-network.  ...  apps that employ any existing web or enterprise database on an IP network.  ...  Scaleable IP-QoS (voice/multimedia) over IPdefines a solution to provide scalable QoS to the many billions of BHCA that PSTN supports in order to create an interaction between SIP services and QoS mechanism  ... 
doi:10.11648/j.wcmc.20130102.11 fatcat:wiev7wzlhvcqxkv5ekh3x4lkgy

Comparison of VoIP and TETRA Regarding Security in a Safety Critical Environment

Georgios Velianitis
2018 Journal of Computers  
In this document we will analyze security threats on VoIP (Voice over IP) and TETRA (Terrestrial Trunked Radio) solutions and mitigation techniques, if applicable.  ...  Government and military organizations use various security measures to protect VoIP traffic, such as voice over secure IP (VoSIP), secure voice over IP (SVoIP), and secure voice over secure IP (SVoSIP)  ...  Free open-source solutions, such as Wireshark, facilitate capturing VoIP conversations.  ... 
doi:10.17706/jcp.13.3.279-286 fatcat:aq5uni6e7jawdmcptws6rxfsxm
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