2. AN ITRODUCTION TO VoIP
VoIP is also known as IP Telephony, Internet
telephony, Broadband telephony, Broadband
Phone and Voice over Broadband.
Voice over Internet Protocol is the routing of
voice conversations over the Internet or through
any other IP-based network.
3. HOW VoIP WORKS
VoIP services convert your voice into a digital signal that
travels over the Internet.
If you are calling a regular phone number, the signal is
converted to a regular telephone signal before it reaches
VoIP can allow you to make a call directly from a
computer, a special VoIP phone, or a traditional phone
connected to a special adapter.
Incoming phone calls can be automatically routed to your
VoIP phone, regardless of where you are connected to
VoIP allows users to travel anywhere in the world and
still make and receive phone calls.
Subscribers of phone-line replacement services can
make and receive local phone calls regardless of their
Specialized mobile VoIP services enable users to talk
over internet protocol and use VoIP based Instant
VoIP phones can integrate with other services available
over the Internet, including video conversation, message
or data file exchange in parallel with the conversation,
audio conferencing, managing address books and
passing information about whether others (e.g. friends or
colleagues) are available online to interested parties.
7. DRAWBACKS OF VoIP
Internet connection requirement.
Difficulty with sending faxes.
8. PREDICTIVE DIALER
Predictive dialers are widely used in call centers.
A predictive dialer is a computerized system
that automatically dials batches of
telephone numbers for connection to agents
assigned to sales or other outbound campaigns.
9. HOW DIALER WORKS
The predictive dialer exhibits predictive behavior
when it has more call attempts (dials) outstanding
than it has agents that are already available to
The predictive dialing happens when the predictive
dialer dials ahead of the agents becoming available
or when the predictive dialer matches a forecast
number of available agents with a forecast number of
available called parties.
The matching and dialing ahead perspectives
provide the large increases in dial rates and agent
Before manually dialing each call, operators spend time
reviewing paper records or computer terminal screens,
selecting the person to be called, finding the phone
number, dialing the number , listening to the ring,
listening to the phone company intercepts, busy signals
and answering machines.
Operators also spend time updating information after