Call IP: telephone switching system for call centers using voice over IP

• Grant number: 98/14806-5
• Support Opportunities: Research Grants - Innovative Research in Small Business - PIPE
• Start date: October 01, 1999
• End date: September 30, 2000
• Field of knowledge: Engineering - Electrical Engineering - Telecommunications
• Principal Investigator: Tereza Cristina Melo de Brito Carvalho
• Grantee: Tereza Cristina Melo de Brito Carvalho
• Company: Macrolog Teleinformática Ltda
• City: São Paulo

Abstract

Macrolog Teleinformática Ltda. has a new project for the research, development and implementation of switching systems for call centers using VOIP - Voice Over Internet Protocol, instead of the traditional switchboards with (ACD) Automatic Call Distributors and CTI (Computer & Telephony Integration) interfaces. This new technology is made possible by the constant increase in the performance of networks, as well as by the progress of voice compression technology. Nowadays, networks enable speeds higher than 100 Mb/s and silence compression and suppression algorithms that compress voice messages to 8 kb/s. With these figures, networks can transmit voice information, as well as other data, with high quality. With the development of a device for managing this telephone traffic which we can call a “Call Manager”, it is possible to switch virtually all voice information at existing points in the network without the need for a parallel telephone network and a specific telephone switchboard. Within the proposed operating area, the use of “virtual switching” by IP will enable a new level of call centers to be created, introducing countless benefits to users, such as: facilitating the connection of multimedia calls, integrating voice, video, web, e-mail and fax; cost will be lowered; savings will be made through lower rates for longdistance calls and it will also open up the high technology market to small call centers. (AU)