VoiceObjects Developer Jam Session: Voxeo IVR and SIP platforms
February 10, 2009
Dan York Director of Emerging Communication Technology Office of the CTO
2 © Voxeo Corporation, 2009
3 © Voxeo Corporation, 2009
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Telephony Sucks
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Complex
Photo: http://www.flickr.com/photos/28481088@N00/
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Arcane
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Proprietary
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Simple
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Ubiquitous
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Open
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Web Developers
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They Understand XML
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Let's build an API...
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Standards Matter
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Proprietary = Lock-In
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Open
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Voxeo Overview
19 © Voxeo Corporation, 2009
• Founded in 1999
• Largest on-demand VoiceXML and CCXML platform provider
• Strong developer community – Over 33,000 developers created over 73,000 apps
– Over 32,000 downloads of our premise platform
• Expanding in Europe and Asia – Acquired Micromethod in August ‘09 (China) – Acquired VoiceObjects in December ‘09 (Germany) – Second site in EU (Frankfurt) 1Q09
• 20 consecutive profitable quarters; 60% year over year growth since 2004
Voxeo’s UK Headquarters
Voxeo Fast Facts
Voxeo’s US Headquarters
20 © Voxeo Corporation, 2009
A History of Innovation
1999: 1st XML-based call control hosting 2000: 1st VoiceXML hosting 2001: 1st 100% SIP-based hosting 2002: 1st CCXML hosting and premise 2003: 1st VoiceXML platform for hosted and premise 2004: 1st profitable standards-based IVR hosting company
2004: 1st 100% uptime guaranteed SLA 2006: 1st 100% VoiceXML compliant platform 2006: 1st free ASR and TTS bundled with the platform 2007: 1st hybrid premise/hosting solution 2008: 1st company to offer SIP Servlet API and CCXML/VoiceXML
in one product
21 © Voxeo Corporation, 2009
Industry Recognition
Hosted Speech & Outbound IVR Services
Voxeo is the only vendor rated strong across all
metrics of IVR landscape,
beating 17 other vendors
Visionaries Quadrant, Gartner Magic Quadrant
Voxeo named to IVR systems and enterprise voice portals 2008
quadrant for its ability to execute, completeness of vision
Product Innovation Award for its Prophecy voice platform
products and services
Best Speech Self-Service Suite Ranked above all other platform and solution vendors in industry
For significant contributions to improving speech
applications for clients For excellence in the advancement of voice
communications
Decision Matrix – Selecting an IVR Vendor
in the Enterprise Voxeo is one of two vendors to make analyst’s shortlist
Analytics and Reporting for Phone-Based Self-Service
VoiceObjects Analyzer was the only product to receive the
highest possible rating in all four analytics areas
22 © Voxeo Corporation, 2009
Voxeo’s Strategic Focus
• Build great products. Provide excellent customer service. Make it simple for anyone to design and deploy telephony applications quickly and cost-effectively.
• Stay true to all of the principles of open standards
• Build a loyal developer base by offering free access and unparalleled support to all Voxeo platforms and services
• Drive down cost and complexity
• Deliver a continually advancing, feature-rich, future- proof platform
23 © Voxeo Corporation, 2009
• From the CEO to our newest employee, customer service is Voxeo’s #1 priority
• Top-notch, no cost technical support – All support agents are skilled VoiceXML, CCXML and,
CallXML professionals – Voxeo employs more VoiceXML-certified developers than anyone
• 100% Uptime Guarantee for hosting
• 20-minute response time metric
• “Just make it right” approach – If a customer has a problem we help fix it, no matter what
it takes or which vendor is at fault
Extreme Support – Our #1 Priority
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Global Footprint
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On-Premise Software Platform
Prophecy software pre-configured & loaded on a rack-mount server
Turnkey IVR Server
Fault resilient, scalable hosting evolution.voxeo.com
On-Demand Hosting Service
Sophisticated service creation, 1:1 personalization, analytics
Easy web-based, Visio-like rapid application development tool
Development Designer Voxeo CallXML, 100% compliant VoiceXML, the industry’s most deployed CCXML engine
XML-based Other
VoiceXML Platforms
Other Developers and Tools
Download Prophecy in minutes at
www.voxeo.com/prophecy
Voxeo Solution Stack
26 © Voxeo Corporation, 2009
Voxeo Business Models
• Voxeo sells its software in three ways: – By the minute in hosting service centers operated by Voxeo
(Atlanta, Orlando, Las Vegas, Slough UK) – By the port (“phone line”) for customers to install on their own
premises • Software is downloaded, or pre-installed and configured on
hardware – Licensed for OEM integration and sale (PBX vendors, VOIP
solution providers, competitors)
27 © Voxeo Corporation, 2009
Application Examples
• Information retrieval • Telephone surveys • Emergency notifications • Virtual receptionists • Call center automation • Order status • Package tracking • Conferencing solutions • Audiotext platforms • Virtual call centers • Virtual PBXs • Predictive dialers • Voicemail services • Dating chat services • Voice instant messaging • Voice verification
• Unified messaging • Bill reminder, collection • Account balance & transfer • Voice Portals • Telesales • Email by phone • Virtual agents • Telephone CRM • Auto attendants • Call routing • Call recording solutions • Audio broadcast services • Real estate information lines • Political campaigning • Political polls
Developer Tools
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Voxeo’s View: Telephony Development
XML-based Telephony
Voxeo CallXML The easiest telephony markup ever devised
API-based Telephony
Web Services Mash-up style API launching in 2009
Tool-based Telephony
Voxeo Designer Easy web-based, Visio- like rapid app dev tool
Java Media Control JSR 309 Java SIP Servlets JSR 116/289
Voxeo acquired… Voxeo acquires…
Third-party tools support VoiceObjects, Audium, OpenMethods, others
VoiceXML The only 100% compliant browser
CCXML The world’s most proven CCXML engine
30 © Voxeo Corporation, 2009
Voxeo Tools - The Big Picture
Application Complexity
Pro
ject
Siz
e Designer
VoiceObjects
Small to medium scale projects
Medium to large scale projects Distributed, Complex enterprise integrations, advanced features such as personalization
Low complexity, straight-forward integration
31 © Voxeo Corporation, 2009
Voxeo Designer
• Web-based Service Creation Tool – AJAX Technology – Easy to use – No download required
• Multi-tenant • Single-click Application
Deployment • High-performance VoiceXML
Rendering Engine • Real-time Web Services
Integration • Reporting and Analytics Database
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Designer Screenshot
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VoiceObjects: Tool-based Telephony
Dialog Flow Development
Grammar Development &
Tuning
Application and Server Management
Project Documentation
Phone Application
Server Application and Usability Testing
Prompts & Media Design & Management
Analytics and Reporting
Integration: Backend & CTI
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Flexible: Multiple Phone Channel Choice
Any Network / Any Device
fixed line IP wireless
Any Browser / Any Modality
VoiceXML Browser
USSD Browser
Mobile Web Browser
Voice Video ASR
DTMF
Phone Application Server
Web App Server
• Single Infrastructure • Central Maintenance • Single Service Definition
… across all mobile phone channels
• Minimal Investment • User Interface of Choice • Consistent User
Experience
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Prophecy… Many platforms in one.
• IVR • Call Control • IP Media Server • Softswitch • SIP Application Server • Speech Recognition • Text to Speech • Conferencing
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Prophecy Hosting
• Versatile, secure, and reliable IVR hosting
• Unmatched sign-up and deployment simplicity
• Customers can deploy applications in minutes instead of months
• Pre-deployed with all the major carriers.
• Highly secure; PCI, HIPAA, SOX, Gramm-Leach-Bliley , ISO 17799
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G
VoiceObjects / Prophecy Integration
VoiceObjects Desktop
IDE
Back-End Systems
Softphone
Connector Framework
VoiceObjects Server
Media Platform Driver
Apps
VXML (over http)
SIP ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy
VO Developer Edition Eclipse
Phone Internet
(SIP) or PSTN
Loca
l PC
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VoiceObjects / Prophecy Hosting
Back-End Systems
Phone
Connector Framework
VoiceObjects Server
Media Platform Driver
Apps
VXML (over http) Internet
VoiceObjects Desktop
IDE
Loca
l PC
VO Developer Edition Eclipse
Internet (SIP)
or PSTN
ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy
Voxeo Prophecy Overview
40 © Voxeo Corporation, 2009
• World’s most compatible and compliant VoiceXML implementation – First and only platform to pass 100% of mandatory and optional tests – Supports 100% of VoiceXML 2.1 features – Includes VoiceXML compatibility modes to emulate other browsers – Includes on-the-fly grammar translator to support all grammars; Nuance
GSL, Scansoft OSR, SRGS XML, SRGS ABNF, JSGF, IBM BNF
• World’s most proven CCXML implementation – Voxeo leads the industry in enhanced call control – used since 2000 – Voxeo is the editor and chair of the CCXML standard – Voxeo’s production CCXML platform shipped 3 years before any
other vendor’s – Licensed by other leading IVR providers – Includes CTI support (Cisco ICM, Genesys, Avaya, etc.)
The Prophecy Platform
41 © Voxeo Corporation, 2009
• Includes free Voxeo ASR and TTS – Production-quality English and UK English ASR; English, Spanish, Chinese TTS
• Support for any MRCPv1 compliant speech technology
• Secure two-way recording, conferencing, highly accurate outbound IVR with Call Progress Analysis
• Downloads and installs in minutes with no configuration required
– A single 180MB download with ASR, TTS, and our Designer visual development tool
• Proven scalability going from 2-8 ports on a low-end notebook, to over 500 ports on a single server, to tens of thousands of ports in a server cluster
The Prophecy Platform
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Prophecy… beyond IVR
• 100% SIP VOIP-based telephony application platform – Built from the ground up; natively SIP-based – Other XML IVR platforms were built on a CT card-centric model with
SIP added afterwards as a “virtual” or “emulated” CT card – Unlike these platforms, Prophecy can be used to build any SIP
product or service: • SIP load balancers, proxy servers, and softswitches • SIP Session Border Controllers, IP PBXs, and IP ACDs
• Works with the widest variety of SIP providers, gateways, softphones and adapters – Asterisk, Cisco, Paraxip, Sonus and other SIP gateways – Level(3), Global Crossing, MCI, and AT&T SIP services – BroadVoice, Sipura, SJPhone, XTEN, and other consumer SIP
solutions
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Prophecy Architecture
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Prophecy Features
VoiceXML IVR – Audio play & record – Voice recognition – DTMF Input – Text to Speech – N-Best recognition – Voice verification – VoiceXML 2.0 & 2.1 – Grammar translation – Multi-language support – SIP/CCXML Integration – Extremely scalable
CCXML Call Control – Access to caller-id,
called-id, ANI and DNIS – Selective call answer – Outbound call initiation – Blind call transfer – Call transfer with
supervision – PSTN Network transfer/
Take back & transfer
Call Conferencing – 2 to 200 line call
conferencing – Built in echo cancellation – Built in noise suppression – Dual band automatic gain
control (agc) – Listen-only participants – Ability to add, remove and
mute participants – Completely CCXML
controlled
CTI/Call Center Integration – Support for Cisco ICM /
Geotel, Genesys, Nortel, Lucent, and more.
– Intelligent screen pop – Directed transfer – Asynchronous call transfer – Modular architecture – Completely CCXML
controlled
Platform Support • Windows
– Windows 2003/2008 Server
– XP/Vista Desktop • Mac OS X
– Intel 10.5 (Leopard) • Linux
– Redhat Enterprise Linux 5.X
– CentOS 5.X – Intel x86
45 © Voxeo Corporation, 2009
ASR and TTS Support
• Prophecy ASR • MRCP - Nuance 8.5 • MRCP - OSR3 • MRCP - Nuance 9.0 • MRCP - IBM • MRCP - Telesma • MRCP - Loquendo
• Prophecy TTS • Speechify 2/3 • RealSpeak 4.x • Rhetorical rVoice 4.x • Loquendo TTS • IBM • Loquendo • Any SAPI based
engine
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Call Progress Analysis
• Voxeo has industry leading outbound call progress analysis.
• CCXML based for fine grained application control.
• Real world customer example: – School outbound notification company
• 15,000 port hosted solution • Over 500,000 calls per day • Traffic terminating in markets across the US • Over 96% accuracy for answering machine detection and
successfully message delivery • Customers “aggressive” target goal had been 90% based
on years of experience with other platforms and providers
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GSM Call Recoding
• Greatly lowers disk space requirements
• Perfect for long term archival of recordings
• High quality audio
• 90% reduction in file size
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Encrypted Call Recording
• PGP Based
• Public key
• Medical and financial
• NSA Grade
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CTI and Call Center Integration
• Support for Cisco ICM / Geotel, Genesys, Nortel, Lucent, and more.
• Intelligent screen pop • Directed transfer • Asynchronous call transfer • Modular architecture • Completely CCXML controlled
50 © Voxeo Corporation, 2009
Prophecy 9 Management Console
• Prophecy 9 features a new management console to simplify configuration and management of large premise systems
• Physical servers can be grouped and partitioned to create virtual servers
• Based on enhanced concepts, process, and technology used in our SaaS hosting network
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P9: Platform Based Reporting
• Platform generated reporting data
• ASR results • Call lengths • Application state • Custom data hooks • Easy access to:
– Dashboards – Charts – Custom Reporting
Views
Voxeo Prophecy Hosting
53 © Voxeo Corporation, 2009
Prophecy Hosting
• Versatile, secure, and reliable IVR hosting • Unmatched sign-up and deployment simplicity • Built-in VoiceXML, CCXML, ASR, TTS, J2EE App
Server, VoiceXML design tool, file storage, logging, debugger, tutorials, ticketing system, monitoring, alerts and more
• Completely SIP-based; works with any SIP device or provider – Pre-deployed with AT&T, Verizon, Global Crossing,
Level(3)
• Highly secure; PCI, HIPAA, SOX, Gramm-Leach-Bliley , ISO 17799
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Prophecy Hosting
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Prophecy Hosting
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Evolution Customer Portal
• Web-based developer and customer service portal
• Includes application provisioning, management, monitoring, logging, debugging, alerting
• Customer support and ticketing system
• Support for global, account and public forum tickets
• evolution.voxeo.com
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Inbound Calls Mapped to App URL
• Virtualized IVR: Single view of multi-site network
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Use Real-time Debugger in Development
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Deep Insight into Platform Statistics
SIP Servlets: SIPMethod and SIPoint
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SIPMethod
• SIP Servlet (JSR 289) development platform • Create SIP-based applications including
– Registrar and Proxy Servers – User Agents – Session Border Controllers – Presence / IM Servers (SIMPLE)
• www.micromethod.com
62 © Voxeo Corporation, 2009
SIPMethod Application Server
63 © Voxeo Corporation, 2009
Summary of Unique Voxeo Value • Proven (patented) large-scale solution • Value proposition with built-in ASR, TTS, and
Designer • Product features that give you an advantage
• Management tools • Call Progress Analysis for outbound • Proven CCXML • Grammar translation
• Greater partnership possibilities globally • Focus on the platform – this is ALL we do • Thought leadership • Best Support in the industry
64 © Voxeo Corporation, 2009
Developer Resources
• Evolution Developer Portal – evolution.voxeo.com
• Prophecy Premise Software – www.voxeo.com/prophecy
• SIPMethod and SIPoint – www.micromethod.com/develop/dz.htm
• VoiceObjects Developer Portal – developers.voiceobjects.com
• Voxeo Blogs – blogs.voxeo.com
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Configuring VoiceObjects for Voxeo
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Local Setup with Voxeo Prophecy
VoiceObjects Desktop
IDE
Back-End Systems
Softphone
Connector Framework
VoiceObjects Server
Media Platform Driver
Apps
VXML (over http)
SIP ASR, TTS, Call Control
VoiceXML Browser Voxeo Prophecy
VO Developer Edition Eclipse
My
loca
l PC
67 © Voxeo Corporation, 2009
Remote Setup with Voxeo Evolution
Back-End Systems
Phone
Connector Framework
VoiceObjects Server
ASR, TTS, Call Control VoiceXML Browser Voxeo Evolution
Media Platform Driver
Apps
VXML (over http) Internet
VoiceObjects Desktop
IDE
VO Developer Edition Eclipse
Internet (SIP)
or PSTN
My
loca
l PC
68 © Voxeo Corporation, 2009
G
Remote Setup with Voxeo Evolution
Back-End Systems
Connector Framework
VoiceObjects Server
ASR, TTS, Call Control VoiceXML Browser Voxeo Evolution
Media Platform Driver
Apps
SIP
VXML (over http)
VoiceObjects Desktop
IDE
Softphone
VO Developer Edition Eclipse
Internet Internet
My
loca
l PC
69 © Voxeo Corporation, 2009
Local setup
• Overview 1. Install Voxeo Prophecy 2. Install & configure X-Lite Softphone 3. Configure VoiceObjects Desktop for Eclipse Run Dialog
70 © Voxeo Corporation, 2009
2 - X-Lite Configuration
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3 - Configure Desktop for Eclipse
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Remote setup
• Overview 1. Make VoiceObjects accessible from a remote media
platform 2. Create a free developer account in Voxeo Evolution
and configure (provision) an application 3. For use with Softphone (optional):
Configure VoiceObjects Desktop for Eclipse Run Dialog
73 © Voxeo Corporation, 2009
Configure the Connector URL
• If your VoiceObjects machine is behind a firewall or uses NAT, you will most likely need to specify a Connector URL with your external IP address to connect to the remote media platform.
• In Eclipse: Pick menu Window / Preferences, then select VoiceObjects / Advanced
Private (internal): 192.168.2.196
Public (external): 172.64.3.10
NAT = Network Address Translation
74 © Voxeo Corporation, 2009
Voxeo Evolution Account
URL: http://evolution.voxeo.com
Step 1
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Setting up applications in Evolution
Add Application
Step 2
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Setting up applications in Evolution
Application Type: Prophecy 8.0 – VXML 2.1
Step 3
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Setting up applications in Evolution
http://{server}:{port}/VoiceObjects/DialogMapping? VSN=testService&vsDriver=89
Step 4
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Setting up applications in Evolution
Test numbers: For PSTN, SIP, Skype
Step 5
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Configure for X-Lite Softphone
Use SIP Test number as assigned by your Evolution account
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VoiceObjects Online Help
Background
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Comprehensive Standards Support
• W3C Voice Extensible Markup Language (VoiceXML) • W3C Speech Recognition Grammar Syntax (SRGS) • W3C Speech Synthesis Markup Language (SSML) • W3C Call Control Extensible Markup Language (CCXML) • W3C XML Path Language (XPATH) • IETF Session Initiation Protocol (SIP) • IETF E.164 Numbers in DNS (ENUM) • IETF Media Reservation Control Protocol (MRCP) • IETF Voice Profile for Internet mail (VPIM) • IETF Zero Configuration Networking (ZEROCONF) • IETF Authentication and Accounting (RADIUS) • IETF System Logging (SYSLOG) This is the short list. The full supported standards list is available at: http://www.voxeo.com/products/voip-sip-voip-platform-datasheet.jsp
84 © Voxeo Corporation, 2009
Unified ASR
• Prophecy provides a unified platform for all ASR engines.
• ASR engine selection is based on xml:lang. • All grammars use the Prophecy grammar
translation engine • Allows for easy migration between underlying
ASR technologies • Improves multi-lingual support • Allows for easy migration to Nuance 9 ASR
for existing applications.
85 © Voxeo Corporation, 2009
Prophecy ASR
• Top tier core speech recognizer engine from leading speech research teams.
• Core engine and models enhanced for performance, and improved recognition, and standards compliance by the Voxeo speech team.
• Supports SRGS, GSL, IBM BNF, JSGF grammar formats
• Designed and optimized for the sweet spot of speech applications today (< 2000 words)
86 © Voxeo Corporation, 2009
Prophecy TTS
• High quality concatenative speech synthesis engine.
• English Male and Female voices • MRCP based with high performance caching. • Full SSML 1.0 support • Server side filter-graph based rendering
engine • Voice talent is available for audio prompt
matching.
87 © Voxeo Corporation, 2009
SIPMethod Overview
• Supports JSR289 SIP Servlets • Support Web, Communication and Web Services
J2EE architecture • Support SIP/UDP, SIP/TCP, SIP/TLS, HTTP,
HTTPS and SOAP/HTTP. • Support STUN, Symmetric Response and other
NAT traversal solutions. • Support all SIP and HTTP authentication as well
as 3GPP and OMA authentication • Production-ready with High Availability, Load
Balancing, Hot Upgrade, Throttling Control, etc. • JMX-based micro-kernel architecture
88 © Voxeo Corporation, 2009
SIPoint Overview
• SIP Registrar and Location Server with Registration event notification
• SIP Proxy with rule-based routing • SIMPLE-compliant Presence Server • SIMPLE-compliant XCAP Server with
Resource List, Presence Authorization, Notification Filtering support.
• OMA Presence and XML Document Server support
89 © Voxeo Corporation, 2009
SIP Registrar and Proxy Server