Call Control: Concepts & Tools

Presented at the 2012 AT&T Mobile App Hackathon in Atlanta, GA

Transcript

1. CAN YOU SPEAK MAGIC?
2. CAN YOU SPEAK MAGIC? 2 Ben Klang @bklang
3. CAN YOU SPEAK MAGIC? WHAT IS CALL CONTROL? • Call Control is the ability for applications to take control of a call to do something – hopefully with added value on behalf of the calling parties. • Call Control historically required Over The Top (OTT) services that sit outside the carrier networks to mediate the call. • More recently, work is being done to allow Call Control to reside within the carrier network and allow for innovative groups to use this available technology -- The Foundry works here • Call Control can occur at several points of integration within a normal call: • In between the calling parties via SP-owned numbers • In between the calling parties via SP outbound call services • At the caller’s phone via a soft phone app
4. CAN YOU SPEAK MAGIC? WHY IS CALL CONTROL INTERESTING? • Because as telephony and interactive technologies are converging on top of Web 3.0 semantic layers, new features, applications and systems are being developed faster than any time in history • Because as voice activation, TTS, ASR and NLP are becoming more accepted technologies in quality and reliability for support and service applications, these technologies are exploding with the help of call control • Because voice, image, touch and gesture will be the dominant user experience of the near future • Because calling and texting are still the worlds most used communication technologies • Because the world is mobile
5. CAN YOU SPEAK MAGIC? WHO BENEFITS FROM CALL CONTROL? •Application Developers •Start-ups •Product Managers •Carriers •Consumers • Application Developers – building new skills and new achievements with new technologies • Start-ups – finding new markets and marketplaces • Product Managers – identifying new features to extend the life and the accessibility of current products • Carriers – finding new applications to mitigate churn and improve conversion • Consumers – using applications that utilize allowed data to make life easier and provide more opportunities
6. CAN YOU SPEAK MAGIC? MODES OF CALL CONTROL BRAINSTORMING TIME
7. CAN YOU SPEAK MAGIC? USER CALLS SERVER 7 Services provided by the server, eg. Moviefone, Weather, Stocks, Horoscope, Voicemail, etc. Stretching: Twitterphone, Voicemail to Email
8. CAN YOU SPEAK MAGIC? SERVER CALLS USER 8 Server calls user to deliver interaction. Examples: Reminder calls (prescription ready, appointment reminder, wake-up call); reaction to external events (mentioned on Twitter, pager duty/sensor out of range), Click-to-call
9. CAN YOU SPEAK MAGIC? USER CALLS SERVER CALLS USER 9 It’s more fun with two. Call recording, IVR to call queues, calling cards, operator services/411, network-based address book (allows masking actual number, for example with VIPs)
10. CAN YOU SPEAK MAGIC? MULTIPLE USERS CALL SERVER 10 Classic conference call scenario Also: games (voice tic-tac-toe),
11. CAN YOU SPEAK MAGIC? SERVER CALLS MULTIPLE USERS 11
12. CAN YOU SPEAK MAGIC? ONE TO MANY/MANY TO ONE 12
13. CAN YOU SPEAK MAGIC? CALL CONTROL OPTIONS 13 Call Control Zone
14. CAN YOU SPEAK MAGIC? EXAMPLE CALL CONTROL APPLICATIONS •IVR, self service •Polling •Translation services •Location-Based Services •Biometrics for fraud management •Mid-Call Services •Reminders •Taxi Dispatch, Local Plumbers, Restaurants • (call recording, attendant, instant conferencing) •(wake-up, take medication ,pay bills, doctor appointments, calendar integrations)
15. CAN YOU SPEAK MAGIC? CALL CONTROL POWER TOOLS: THE FRONT END 15
16. CAN YOU SPEAK MAGIC? TOOLS FOR CALLS IN THE BROWSER 16
17. CAN YOU SPEAK MAGIC? CALLS IN THE BROWSER - TWILIO CLIENT •Allows calling Twilio or PSTN (via Twilio app) •iOS/Android with Twilio Client for Mobile •Browser support via Flash •http://twilio.com 17
18. CAN YOU SPEAK MAGIC? TOOLS FOR CALLS IN THE BROWSER 18
19. CAN YOU SPEAK MAGIC? CALLS IN THE BROWSER - PHONO •Allows calling PSTN, SIP URIs or Tropo apps directly •iOS/Android via PhoneGap •Supports 3 embed methods: Flash, Java, WebRTC •http://phono.com 19
20. CAN YOU SPEAK MAGIC? CALL CONTROL POWER TOOLS: THE BACK END 20
21. CAN YOU SPEAK MAGIC? 21 + / /
22. CAN YOU SPEAK MAGIC? •Maximum Flexibility: The “Rails for Voice Apps” (Call Control) •Ruby! •Open Source •Bring-Your-Own-Service 22
23. CAN YOU SPEAK MAGIC? 23
24. CAN YOU SPEAK MAGIC? •Simple, HTTP-based API •Cloud-Based, No Infrastructure! •Allows mixing Voice & SMS •Simple per-minute billing 24
25. CAN YOU SPEAK MAGIC? 25 +
26. CAN YOU SPEAK MAGIC? •HTTP/REST •Scripting: Ruby, Python, PHP, Javascript, Groovy •Text-to-Speech and Speech Recognition in ~24 languages •Prizes! •http://developer.att.com 26 +
27. CAN YOU SPEAK MAGIC? 27
28. CAN YOU SPEAK MAGIC? Thank You Ben Klang @bklang - bklang@mojolingo.com