Fine-Tuning Your SIP Infrastructure

November, 2013

Sytel has considerable experience in configuring SIP services for a range of markets. Based on this, here are 3 potential issues that can seriously degrade the quality of your service.
Over the next three months we will be looking at SIP infrastructure and configuration – one of the major causes of headache for IT managers working with new IP contact center installations.

Sytel has considerable experience in setting up and configuring SIP services for a range of markets, from global market research to cloud contact center service providers. Here, we look at three major challenges faced in maintaining high voice quality, and offer solutions based on this experience.

1 –  The challenge of voice break-up

Back in the days of analog phones with T1/E1 lines to the network, there was no complication; no configuration was needed and the network manager could sleep at night.

With SIP, every service you are trying to use – voice, ad hoc video, data up/download, etc – is contending for bandwidth. This can lead to poor voice quality and unacceptable breakup, as voice fights for enough resource.

Solution

The only way to achieve consistently high quality voice is to prioritise voice over other traffic. For that you must use managed switching throughout the network, and also make sure your network backbone has enough capacity to deal with total load.

Read more

2 –  The challenge of voice delay

In the world of SIP, as we know, voice sessions are split up into many packets. When these are sent over the wire, two things happen:

  1. At each leg of the journey, packets are held in a queue until they can be ordered properly. But a journey can contain many legs, and at each one, delay (or latency) is increased.
  2. In the interests of efficiency, each leg of the journey may use one of several compression protocols. But each time any translation is required from one to another, a delay is introduced. Again, over the course of a journey, these add up.

Solution

To minimize latency, firstly minimize the number of legs in a journey by certifying your SIP telephony stack directly with your carrier. Secondly, use  session border policies to minimize the compression/ decompression events within a journey.

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3 –  The challenge of virtualization management

Virtual Machines (VMs) are great – great for saving money on hardware, great for compartmentalizing processes. Trouble is that, unlike dedicated hardware, VMs will be contending for memory & CPU resources. As SIP and RTP processing is resource-intensive, a strict policy to dedicate resources is essential. The temptation is that when times get tough, and other VMs require extra resources, these are taken from the contact center allocation.

Solution

Don’t do it! Do not change or reallocate under any circumstances. Things can get messed up very quickly. The easiest way to manage this is to ensure the contact center infrastructure has its own set of dedicated VM hosts.

Read more

In our next blogs, we will expand on these topics, focusing on what you can do to meet these challenges and ensure you have a great SIP service.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

Flexible Contact Center Platform

Flexible Contact Center Platform

Softdial Contact Center™ - tightly integrated modules, designed to deliver at scale

Contact Center as a Service (CCaaS)

Contact Center as a Service (CCaaS)

Partners can run a functionally rich and flexible contact center stack in the cloud

Blended Media Desktop

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Work Anywhere

Browser-based tools, no software installation required

Cloud Or On-Premise, Multi-Tenant

Cloud Or On-Premise, Multi-Tenant

Scalable, resilient, secure, proven

Customise, Localise, White Label

Customise, Localise, White Label

Design all user interfaces to individual requirements

Integration Via APIs

Integration Via APIs

'Swap out' components and integrate with 3rd party apps

World Class Development

World Class Development

Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

All Media Types

All Media Types

Voice, chat, email, social, etc - fully integrated and blended

Agent Multi-Tasking

Agent Multi-Tasking

Work with multiple live contact sessions of any media type

Dynamic Workforce Management

Dynamic Workforce Management

Automated, ‘best available’ decisions to manage agents and balance work load, across all media types

Predictive Dialing

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound Routing

Optimised Inbound Routing

Smart rules and 'best-available' decisions to drive great customer service

Agent Scripts

Agent Scripts

Help agents achieve and maintain excellence

Voice and Screen Recording

Voice and Screen Recording

See and hear exactly how agents are interacting

Analytics and Data Feeds

Analytics and Data Feeds

Measure and evaluate performance at every level

IVR, Bots & Conversational AI

IVR, Bots & Conversational AI

Design effective automated flows or integrate with 3rd party providers

Customer Journey Tracking

Customer Journey Tracking

Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment.

Softdial One™

Softdial One™

Highly flexible unified web UI for agents, supervisors and administrators

Softdial Scripter™

Softdial Scripter™

Create complex process flow scripts for agents, IVR, chatbots and other applications

Sytel AI Dialer™

Sytel AI Dialer™

Best-of-breed predictive dialing under any compliance rules

Softdial Pathfinder™

Softdial Pathfinder™

Precise routing rules for 'best available' connection

Softdial Media Server™

Softdial Media Server™

Core telephony functions to manage all inbound/ outbound SIP calls

Softdial Reporter™ 5

Softdial Reporter™ 5

Fully customisable performance stats, charts and reports, across all channels

Softdial Publisher™

Softdial Publisher™

Comprehensive data output to build your own reports

Softdial Recording Monitor™

Softdial Recording Monitor™

Audio and screen recording of agent activity to ensure the highest standards

Softdial Campaign Manager™

Softdial Campaign Manager™

Comprehensive configuration and control for outbound campaigns

Softdial Repository™

Softdial Repository™

Central storage and configuration of common resources

Sytel Global Compliance™

Sytel Global Compliance™

Flexible 'no contact' rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

Customer Service

Customer Service

Connect quickly to well equipped agents

Sales & Telemarketing

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing

Healthcare

Healthcare

Secure, highly-configurable multichannel communications for excellence in patient care

Market Research

Market Research

Best-of-breed predictive dialing with CATI integration

Collections

Collections

Automated inbound/ outbound blending integrated with any debt management app