Optimizing Call Center Monitoring

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Information about Optimizing Call Center Monitoring

Published on February 4, 2014

Author: mprerad

Source: slideshare.net


Learn how to optimize Call Center (VoIP) monitoring with introduction of aggregation, smart filtering and load balancing features provided by Net Optics.

Simple drag & draw configuration, possibility to filter for any L2-L4 criteria (IP address, protocol, port number, MAC, VLAN, etc.) and advanced Packet Broker features like dynamic load balancing will enable you to optimize your VoIP monitoring and improve overall performance and quality of your calls.

Checkout Net Optics products at www.netoptics.com

Load Balancing: http://www.netoptics.com/products/load-balancing-monitoring-tool-oversubscription

Aggregation: http://www.netoptics.com/products/aggregators

Network Packet Broker: http://www.netoptics.com/products/xstream-load-balancing-filtering-link-aggregation-network-packet-brokering-timestamping

Optimizing Call center monitoring Mihajlo Prerad Network Performance Channel Architecting Visibility Into Your Network Net Optics Confidential and Proprietary

Architecture PSTN More than 64 lines 2

Problems • Too many links - monitoring points • Very expensive deployment of QoS monitoring/recording • Needed only SIP and RTP traffic • Low utilization of lines – no need for too much bandwith • Quality control required • Meet the SLA‘s 3

Solution PSTN aggregation layer VoIP recording Filter = SIP, RTP VoIP monitoring 4

How it Works 1. Aggregate many agent lines into just few outputs, i.e. 16 -> 2 2. Filter out for SIP or RTP-UDP protocols only (or any other qualifier from L2-L4, including IP, port, protocol, MAC, etc.) 3. Load balance the traffic to several traffic recorders in order to better optimize recording infrastructure (same flow will go to same recorder) 5

Benefits • Extremely low deployment costs o Avoided usage and configuration of large number of SPAN ports o Lowered number of probes/recorded needed • Possibility of monitoring/recording 10G links with 1G tools • Centralized and optimized monitoring/recording of calls • Scalable and future proof solution • Reduced CAPEX and OPEX 6

Thank you! Mihajlo Prerad Regional Sales Manager e: mihajlo.prerad@np-channel.com t: +43 664 831 6674 Net Optics Confidential and Proprietary

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