Voice Over Internet Protocol Technology Research Articles

A context-aware smart-call-center solution: Improving customer service for online games

Call centers play an important role in the online game industry, using automatic call navigation, information integration, and human agent communication to provide interactive services to assist customers. The unique nature of the online game experience has led to new requirements for the call center communication model. In this paper, we propose a context-aware smart-call-center solution which increases customer satisfaction and provides cost savings to online game operators. By leveraging VoIP (voice over Internet Protocol) technology and transmitting contextual information for the player and the game, the smart call center enables a context-aware service capability, helping call-center agents to provide efficient customer support and reducing overall service time and the number of call-center agents. In addition to games, the smart-call-center implementation described in this paper can be used in various solutions that provide instant assistance to customers of online businesses.

Voice Over Internet Protocol (VoIP) And One University Application

Internet telephony is emerging as an inexpensive alternative to the high costs of long distance and transcontinental calls. Colleges and universities may also benefit from this technology shift. This paper addresses the impact of new Voice over Internet Protocol (VoIP) technologies and the business conditions moving consumers to consider the new technologies. Two models: technology push and market pull, identify the stakeholders in the move to VoIP technologies. The models are discussed and applied to the needs of a college campus providing traditional and nontraditional education delivery methods.

VoIP services with embedded CAC over cable modem systems

VoIP (voice over Internet protocol) technology has rapidly been growing up recently, which transmits voice packets by using the user datagram protocol (UDP). VoIP quality is difficult to expect because it is hard to predict the influence of packet delay, packet lose, packet error, etc. This paper proposes an embedded call admission control (CAC) mechanism by applying real-time transfer protocol (RTP) and the real-time control protocol (RTCP) for VoIP services over hybrid fiber/coaxial (HFC) networks. The proposed CAC mechanism is evaluated by the impact of the various traffic load in cable modem termination system (CMTS), which estimates how VoIP quality satisfies the user's requirements under different constrains on cable networks. We discuss VoIP CAC mechanism for the upstream channel according to the data over cable service interface specifications (DOCSIS) version 1.1 and particularly consider G.723.1 voice packets at the transmission rate of 6.3 kbps. The performance measurement of the proposed embedded CAC mechanism is obtained by simulation experiments under various network constrains, which includes throughput, packet dropping ratio and call blocking ratio. Obviously this paper provides an efficiency and fast method for CMTS to decide how many calls can be accepted.

Voice over internet protocol (VoIP) development and public policy implications

PurposeIn the context of a current regulatory proceeding in the USA, the purpose of the paper is to argue for utilization of a new analytical framework to govern the regulation of the rapidly growing voice over internet protocol (VoIP) technology. Specifically, the paper recommends replacement of the Federal Communications Commission's (FCC) existing vertical regulatory structure with a new conceptual paradigm, a layered or horizontal model that more closely mirrors the structure of internet communications.Design/methodology/approachThe paper briefly traces the evolution of the FCC's current regulatory structure and its previous treatment of internet telephony. Current petitions by individual telecommunications companies before the FCC and the agency's notice of proposed rulemaking on VoIP are analyzed and business and economic implications of VoIP are discussed.FindingsThe paper finds that utilization of a layered model enables policy makers to target regulation to specific sources of market power in the access layer and to attainment of social objectives such as wiretapping, while allowing free market competition to govern competitive layers of internet communications.Practical implicationsRegulatory policy in a world of VoIP technology must change. The FCC's old way of regulating in a world where individual communication services are linked to specific technologies must be replaced in the new internet world of converging services.Originality/valueThe paper builds on previous research outlining the layered model and applies this new conceptual framework to the current issues raised in the FCC rulemaking. The paper intends to provide guidance to telecommunications regulators.

VoIP: What is it Good for?

VoIP (voice over IP) technology is a rapidly expanding field. More and more VoIP components are being developed, while existing VoIP technology is being deployed at a rapid and still increasing pace. This growth is fueled by two goals: decreasing costs and increasing revenues.

The call heard 'round the world: Voice over Internet Protocol and the quest for convergence

From the Publisher: The Internet still has many great applications left up its sleeve. Chief among them is the seamless integration of voice transmission with text, audio, video, and graphics — all delivered simultaneously through the high bandwidth of the Internet. As Chief Operating Officer of Net2Phone, author David Greenblatt guided the firm to a 40% share of this snowballing market, known interchangeably as VoIP (Voice over Internet Protocol) or IP telephony. With sister company Adir Technologies, Greenblatt is leveraging his knowledge and vision in collaborations with powerhouse companies like Cisco, Yahoo, AOL, RealNetworks, and Microsoft. The evolution of Net2Phone and Adir forms the framework for a revealing look at the immediate and long-range future of communication and information delivery. The Call Heard 'Round the World describes the evolution-in-progress of VoIP technology, from its current applications (it powers each of the untold millions of instant messages sent over AOL, MSN, and Yahoo) to the impact it will have on business models and investment strategy in a broad range of industries. In addition to the author's own experiences and perspectives, the book features observations from respected analysts, investment professionals, business leaders and industry experts. Author Biography: David Greenblatt (Lawrence, NY) is former Chief Operating Officer of Net2Phone, the pioneering force behind VoIP technology. He is currently CEO and President of ADIR Technologies, which licenses and sells Net2Phone's VoIP management software.

A conjoint analysis of voice over IP attributes

The ability to transmit and process voice over Internet protocol (VoIP) networks has important implications for technology managers. Many companies today are rushing to bring different VoIP products to market with a wide variety of features. Managers will need to understand the tradeoffs associated with VoIP as compared to the Public Switched Telephone Network (PSTN). This paper measures the preference structures between IP telephony and PSTN services using conjoint analysis. The purpose is to suggest those VoIP technology attributes that best meet users’ needs.

Recent advances in wired networking

With the Internet quickly becoming a part of everyone's life and wireless devices being adopted by an increasingly mobile work force, networking has lately experienced an unprecedented number of advances. These advances have resulted in pushing high-speed networking into new domains. Significant progress has also been made in the design of new networking applications and middleware, and toward solving complex regulatory issues. This article looks into the latest advances in wired networking. Excessive focus on one element of networking at the expense of others has led to many widely publicized networking technology failures. Business customers have only slowly been adopting VoIP (Voice over Internet Protocol) technologies. The future of many premium services that require multicasting or high-speed network support from Internet service providers (ISPs) will depend entirely on how those ISPs perceive user needs and on how fast new business models can be developed.