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Information Technology
Asterisk is the product of ten years of work by a c om-
munity of thousands from around the globe. The com-
munity is made up of users, developers and advo-
cates who have contributed their time and eorts t o
make Asterisk what it is today.
Asterisk is an Open Source PBX that provides the
same functionality as high-end business telephone
systems.
It is the most exible and scalable telephone syst em
on the market, providing a broad array of features that
are not yet available in even the most advanced pro -
prietary systems.
The software is free and runs on inexpensive Linux
servers, which also makes it the cheapest telephone
system on the market today!
Asterisk Consulting provides solutions to improve
organisational eciency by implementing man-
aged information and communication systems.
We oer expert support and advice, throughout
Middle East and Gulf region.
The Asterisk Telephone System has been fully
implemented by Asterisk Consulting in a number
of state and private organisations, oering su-
perb functionalities, with no licensing costs.
We have a full team of in-house accredited dCAP
(Digium Certied Asterisk Professional) and SIP
Master engineers!
As t er i s k i s t he wor l d s
mos t popul ar and power f ul
open s our c e t el ephony
pl at f or m.

With Asterisk virtually any com-
puter can become a telephony
application server, drastically
reducing the cost of ownership
and delivering a noticeable return
on investment that no proprietary
solution can match.

Open source Asterisk works for
SMBs, Corporate Enterprises,
Government and Contact Cen-
ters, oering robustness, ad-
vanced features and absolute
exibility and scalability.

Get t he mos t f r om your
As t er i s k s ol ut i on
ASTERISK Open Source Telephony

Strata information Technology Co.
sales@sitec.ae
www.sitec.ae
+966 2 6068755 Jeddah - KSA
Asterisk oers an Open Source, cross-platform Instant Messag-
ing client optimized for businesses and organizations. It features
built-in support for group chat, telephony integrat ion, and strong
security. It also oers a great end-user experience with features
like presence, group chat and tabbed conversations. It is written
in Java and can be used standalone or as an add-on or plugin to
certain Web browsers. Combined with the Openre server,
Spark IM is the easiest and best alternative to using unsecure
public Instant Messaging networks.
Openre supports the following features:
Web-based administration panel
Plugin interface
Customizable
LDAP connectivity
User-friendly web interface and guided installation
Database connectivity to store messages and contacts
F E AT URE S

Voicemail to email
MS Outlook integration
Auto Attendant
Call recording
Name dialing
Call reporting
Music/Message on hold
Automatic Route Selection
Remote Extensions
Call Distribution
Flexibility and scalability

B E NE FI T S

No Licensing costs
Signicant call savings
Improved SLA levels
Enhanced productivity
Open Source platform
Supports the use of exist-
ing servers to comply with
EU recycling guidelines

J oi n t he As t er i s k Open
Sour c e Communi t y
The main scope of any organisation choosing to migr ate from their
existing system to a full Asterisk solution rests w ithin the comfort
and reassurance of obtaining full reliable coverage throughout its
site. This would ensure an excellent Return on Inve stment when
considering the following short and long term benef its:
Excellent system integrity
System architecture scalability
Extensive features and call-centre functionalities
Future-proof technology with reduced upgrades and n o
licensing costs
Further scope can be found within the advantages of streamlining
an existing phone system into a single IP-based rel iable and cost-
eective telephony solution, which would oer ext ensive scalability
and could be further expanded to unlimited coverage .
Unied Communications
OT HE R S E RVI CE S

Asterisk Consultancy
Asterisk System Design
Project Management
Procurement and deployment
Expert Advice
Asterisk or proprietary?
Information Technology
Asterisk Features
Asterisk-based telephony solutions offer a rich and fexible feature set. As-
terisk offers both classical PBX functionality and advanced features, and in-
teroperates with traditional standards-based telephony systems and Voice
over IP systems.
Call features
ADSI On-Screen Menu System
Alarm Receiver
Append Message
Authentication
Automated Attendant
Blacklists
Blind Transfer
Call Detail Records
Call Forward on Busy
Call Forward on No Answer
Call Forward Variable
Call Monitoring
Call Parking
Call Queuing
Call Recording
Call Retrieval
Call Routing (DID & ANI)
Call Snooping
Call Transfer
Call Waiting
Caller ID
Caller ID Blocking
Caller ID on Call Waiting
Calling Cards
Conference Bridging
Database Store / Retrieve
Database Integration
Dial by Name
Direct Inward System Access
Distinctive Ring
Distributed Universal Number Discovery
(DUNDi)
Do Not Disturb
E911
ENUM
Fax Transmit and Receive (3rd Party OSS
Package)
Flexible Extension Logic
Interactive Directory Listing
Interactive Voice Response (IVR)
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Local and Remote Call Agents
Macros
Music On Hold
Music On Transfer
Flexible Mp3-based System
Random or Linear Play
Volume Control
Predictive Dialler
Privacy
Open Settlement Protocol (OSP)
Overhead Paging
Protocol Conversion
Remote Call Pickup
Remote Offce Support
Roaming Extensions
Route by Caller ID
SMS Messaging
Spell / Say
Streaming Media Access
Supervised Transfer
Talk Detection
Text-to-Speech (via Festival)
Three-way Calling
Time and Date
Transcoding
Trunking
VoIP Gateways
Voicemail
Visual Indicator for Message Waiting
Stutter Dial tone for Message Waiting
Voicemail to email
Voicemail Groups
Web Voicemail Interface
Zapateller
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Codecs
ADPCM
G.711 (A-Law & -Law)
G.723.1 (pass through)
G.726
G.729 (through purchase
of commercial
license through Digium)
GSM
iLBC
Linear
LPC-10
Speex
Protocols
IAX (Inter-Asterisk
Exchange)
H.323
SIP (Session Initiation
Protocol)
MGCP (Media Gateway
Control Protocol)
SCCP (Cisco Skinny)
Information Technology
Asterisk As IVR Server
Playback and recording of
audio in multiple formats,
including HD formats.
DTMF detection and
collection.
ODBC database access.
Web service access.
LDAP data access.
Calendaring data access.
Speech synthesis and
recognition (requires 3rd
party add-on components)
Branching and logic
operations (if/then, while,
for/next, etc.).








Features
Benets
Improve customer
interactions by providing
24 hour access to basic
automated services.
Reduce payroll costs or
Repurpose employees to
handle more valuable
tasks.


IVR or Interactive Voice Response is the art of automating routine and repetitive
communication tasks that would otherwise be serviced by operators, agents
or other employees. The most frequently cited example of IVR is the bank-
byphone application offered by many banks. Other examples include automated
flight confirmations, service activations, credit card payments, and even call
routing (often referred to as automated attendant).
IVR saves businesses money by handling tasks that would otherwise take the
time and attention of a human. IVR applications receive input from the caller as
digits (using the telephone keypad) or using speech recognition. Most IVR
systems connect with a remote data source like a relational database, corporate
directory or web service.
Traditional IVR systems are built on top of expensive proprietary voice engines
which in turn are built on expensive proprietary telephony hardware. Asterisk
simplifies the process of building an IVR and reduces the costs significantly.
Asterisks dialplan scripting language includes commands to play recorded
prompts, to collect digits or spoken responses and to reply with synthesized or
recorded responses.
Just as importantly, the dialplan language incorporates commands for reading
from and writing to a number of data sources including databases, web services,
LDAP directories and calendaring data stores.
The Asterisk voice engine is open source and is available free of charge to all.
Asterisk-based IVR systems that connect over VoIP require no special hardware
Or software licenses.
Supported Scenarios
* Network IVR, connected directly to PSTN or VoIP trunks.
* Behind The Switch, connected to a PBX via VoIP or using legacy technologies.
Information Technology
Asterisk As VoIP gateway
Support for the most
common protocols
including:
SIP, IAX2, H.323
Dynamic call routing for
cost savings (least cost
routing) or for
redundancy/fail-over.
Call data forwarding and
manipulation across
various technologies.
Inexpensive solution
based on commodity
computer hardware.
Based on stable and
widely tested Linux
operating system.
Features
Extend the life of legacy
investments by adding IP
telephony capabilities and
services.
Save money on long
distance and international
charges by using low cost
VoIP services.
Save money on toll
charges by implementing
private connections over
the corporate WAN.
Rapid return on
investment (ROI)
generally less than 12
months.
Benets









What Is A VoIP Gateway?
A VoIP gateway is used to build a bridge between the worlds of legacy
telephony and the VoIP. Gateways are typically used to connect legacy phone
sysetms (PBXs or ACDs) with VoIP resources, or to connect modern VoIP
phone systems with legacy phone lines.
Adding VoIP to a legacy PBX system is a great way to add features and reduce
costs. The gateway connects to the legacy system through either analog or digital
trunk ports. The PBX sees the gateway as either the phone company or as
another networked PBX. Calls from the PBX to the outside world are converted
into VoIP calls and sent over the Internet to a VoIP service provider or other
VoIP peer. Calls coming from VoIP sources are converted into the appropriate
legacy protocol and delivered to the PBX.
Using a gateway to connect a VoIP phone system to traditional phone lines
makes sense in situations where SIP trunks are not available or where your
application requires the reliability of the PSTN. It also makes it easy to build
redundant systems: the gateway normally communicates with a primary IP PBX.
In the event of a failure on the primary the gateway can communicate with a
backup system.
Other uses for VoIP gateways include staged migrations, where the gateway acts
as a bridge between the PSTN, a legacy PBX and and a new IP PBX. In this
case, the PSTN trunks are connected to one interface on the gateway. Another
interface connects to the trunk port on the legacy PBX. The new IP PBX is
integrated over a VoIP protocol (generally SIP). The gateway directs some
incoming calls to the legacy PBX and others to the IP PBX. It also passes calls
between the two PBXs.
This allows some department or other subdivisions of the company to remain on
the legacy system while others move to the IP system.
Asterisk can be used to build a gateway using a standard computer and one or
more telephony interface cards. Alternately, Digium offers a line of turnkey
gateways built using Asterisk. In either case, the end product is significantly
more flexible and significantly less expensive than legacy gateway products.
Asterisk's modular, multi-protocol architecture is particularly well suited to
building gateways.
Information Technology
Conferencing allows
companies to save
significantly on travel
costs. In-person
meetings are costly and
time consuming. A
conference bridge
system
can pay for
itself in just one avoided
"on-site" meeting.
Conferencing is the core
of collaboration and
enables
distributed or virtual
teams. Combined with
VoIP connectivity for
remote workers,
conferencing makes it
simple and affordable
for a team to function
across a diverse
geography.
Key Benets
Asterisk As A Conference Bridge
Asterisk includes a standard application called ConfBridge. ConfBridge is a
high definition-capable conference bridge component that makes it easy to build
stand-alone conferencing services or to integrate conferencing into other
solutions, including IP PBX systems.
Creating a conference room is trivial, requiring only a few lines of Dialplan
script. ConfBridge includes a wealth of administrative features (mute
participants, add / remove callers, etc.) and a rich event structure that allows
developers to build fully integrated user interfaces. ConfBridge also supports
basic video conferencing, though this feature is currenly considered
experimental.
What Is A Conference Bridge?
A conference bridge allows a group of people to participate in phone call. The
most common form of bridge allows participants dial into a virtual meeting room
from their own phone. Meeting rooms can hold dozens or even hundreds of
participants. This is in contrast to three-way calling, a standard feature of most
phone systems which only allows a total of three participants. For most phone
systems, conference bridging is an add-on feature that costs thousands of
dollars.
Key Features
Conferencing systems typically support multiple conference rooms, each of
which can contain multiple participants. The total number of rooms and
participants varies depending on the model, hardware capabilities and licensing
terms.
Most conference bridge systems allow the administrator to assign DID numbers
to conference rooms. In some cases as single DID number connects callers with
an IVR application that prompts for a room number.
Conference rooms can optionally be secured by a PIN number. Some systems
use a common PIN for all participants while others use custom PINs for each.
Advanced conferencing systems include a graphical user interface that allows all
participants to see who is currently speaking and optionally who has joined the
conference. Admnistrators and moderators generally have a more
comprehensive view that includes advanced controls.
Some conference bridge systems include dynamic meeting rooms: rooms that are
created on a scheduled basis. This is particularly common for larger systems
where capacity planning is an issue.
Asterisk As A Conference Bridge
Information Technology
Asterisk As A Voice Messaging System
Asterisk's standard voicemail components make it trivial to assemble a world
class messaging platform. With multiple message store options and support
for multiple integration techniques, replacing an aging enterprise voicemail
system with an Asterisk server is simple.
What Is Voice Messaging?
Also known as "voicemail," voice messaging lets callers leave messages for
subscribers (users) of the system. Voice messaging systems are frequently
used in conjunction with PBX systems, mobile phones and residential phone
services.
Voice messaging includes several core components. The message collection
process is activated when a caller is unable to reach a system user. The
message collection application receives data from the phone system
indicating which subscriber the caller was attempting to reach. The
application plays a greeting then records the message. The greeting may be a
standard system greeting or a custom outgoing message recorded by the
subscriber.
Key Facts & Features
All voice messaging systems are able to record messages, notfiy subscribers
of waiting messages and provide secured access to those messages. Voice
messaging has become a standard feature on most phone systems, but most
vendors still sell it as an add-on or "adjunct" product.
Advanced voice messaging systems can forward messages directly to
subscribers as an email. In some cases the subscriber will still need to delete
old messages from the voice messaging system. More advanced, unified
systems will synchronize message status automatically.
There are several standards for integrating voice messaging systems with
PBXs and other telephony platforms. These include simple "in-band"
integrations that use touch-tones and more complex "out-of-band"
integrations that use various technolgies. One of the more common
standards is "System Message Desk Interface" or SMDI.
Key Benefits
If properly implemented,
voice messaging can
increase productivity
and enhance customer
service.
Asterisk As A Voice Messaging System
Information Technology
Asterisk In The Call Center
Asterisk is a powerful tool for building call center systems and solutions. With support
for call queues, IVRs, outbound dialing, recording, live monitoring and reporting,
Asterisk includes virtually everything you need to create a working call center. Small and
informal call centers can be built using a single Asterisk server. Enterprise call centers
generally make use of a cluster of Asterisk systems structured to scale as the business
grows. Call centers with legacy ACD systems frequently use Asterisk as an adjunct,
acting as the IVR front-end to a skills-based routing solution.
What Is A Call Center?
Call centers special offices that are purpose-built to handle a large volume of phone calls.
Call centers typically handle customer service, support, telemarketing, telesales and
collections functions. The employees who staff call centers are referred to as agents or
customer service representatives (frequently abbreviated as CSRs). Call centers range
from very small informal operations to massive, highly optimized sites with hundreds or
even thousands of agents.
Call centers use specialized telephone equipment to maximize productivity. Specialized
telephony switching systems called Automatic Call Distributors or ACDs are used to
queue and route inbound calls to agents based on a wide variety of criteria. Outbound
calls are frequently generated by an automated system called a Predictive Dialer that
monitors the status of agents and places calls on their behalf. Other common call center
tools include desktop integration (frequently referred to as screen pop), Interactive
Voice Response (IVR) applications, call recording solutions, productivity monitoring
utilities, workforce planning systems and various methods of historical and near real-time
reporting.
Automatic Call Distributor (ACD)
An ACD is a specialized phone system that routes (distributes) incoming calls to teams of
agents assigned to various call queues.
Queue Strategies
A simple ACD system consists of a source of calls (a pool of lines, trunks or virtual trunks),
when a call arrives the system rings the phones of all agents who are not already on a call.
Dialers
Outbound call centers frequently use a dialer application to connect agents with targets.
Information Technology
Desktop Dialer
Desktop dialer applications helpful when an agent needs to make a call, the click a button
or link in the dialer application rather than manually entering the digits on the keypad of
their phone.
Power Dialer
Power dialers allow an outbound call center to place far more calls than could be
accomplished manually.
Predictive Dialer
Predictive dialers are essentially smarter power dialers. They carefully monitor the
average handle time for each agent and attempt to predict when an agent will become
available. Rather than placing calls on a one-agent-to-one-call basis, they place more
calls than there are agents available.
Robo Dialer
Sometimes dialer systems are completely automated. commonly used for notification.
Automated Attendant
a simply menu systems that prompt callers to indicate their preference using the keys on
their phone or, in some cases, by speaking keywords, allowing callers to route themselves
into the appropriate call queue.
Interactive Voice Response
IVR systems prompt callers for data items things like account numbers, prescription
refill codes or package tracking numbers and use those values to look up caller-
specific information from remote data sources.
CTI / Screen Pop
To increase agent productivity, desktop business applications show the data related to the
caller is automatically displayed when a call is delivered.
Call Recording
Call centers frequently record calls either to monitor the performance of their agents or
for regulatory compliance.