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REQUEST FOR PROPOSAL

Ti liu gii php

H THNG TNG I IP
IP-PBX Asterisk based PBX System
(ng dng m ngun m trong pht trin h thng thng tin v truyn thng)

D n / Gi thu Ch u t

: H thng tng i IP ng dng cng ngh m ngun m. : .............................................................................................

12/2012
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Tng quan
H thng tng i IP (IP-PBX) hin ang l s la chn hng u cho hu ht cc doanh nghip, t chc trong v ngoi nc cho h thng truyn thng v nhng u im ni bt v hiu qu kinh t cng nh li ch m h thng ny mang li cho doanh nghip. Ti liu m t h thng tng i IP-PBX, tch hp v xy dng trn h thng Softswitch m ngun m ang l s la chn ca hu ht cc doanh nghip, tp on v t chc trn th gii hin nay. Gii php p ng nhu cu lin lc v tch hp h thng thng tin, truyn thng ca doanh nghip vi nhng tnh nng vt tri v tnh nng v hiu nng so vi cc h thng tng i v cc thc lin lc truyn thng. Khng nhng vy, h thng IPPBX cn c bit n nh mt h thng truyn thng v tch hp d liu ng nht. ng dng cng ngh m thanh trn ng truyn Internet (VoIP) h thng thc s mang li cho ngi dng mt suy ngh hon ton mi v truyn thng v in thoi (nh gi in thoi min ph khng phn bit v tr a l, khng gii hn s lng tr s, ngi dng v h thng, c th tch hp vi email, nhn vin tr li t ng, ghi m, bo co,...) B ti liu s m t chi tit v m hnh, phn cng, cch thc hot ng, tnh nng, li ch v hiu qu kinh t ca h thng mang li cho khch hng cng vi cc thng tin lin quan khc.

AsteriskTM: l ng dng m ngun m (GPL) c pht trin bi Mark Spencer Cng ty Digium (M)

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Mc lc
A TNG QUAN Mc I. HIN TRNG ............................................................................................................................................................... 5 Mc II. YU CU .................................................................................................................................................................... 6 B PHN H TNG I Mc I. TNG QUAN................................................................................................................................................................ 7 Mc II. M HNH TNG QUAN............................................................................................................................................. 8 Mc III. THNH PHN............................................................................................................................................................ 8 Mc IV. KT NI PHN CNG............................................................................................................................................. 9 Mc V. HOT NG............................................................................................................................................................... 10 Mc VI. TNH NNG............................................................................................................................................................... 11 Mc VI. HIU QU V GI TR KINH T............................................................................................................................ 11 Mc VII. QUN L TNG I.............................................................................................................................................. 13 Mc VIII. GII PHP D PHNG..........................................................................................................................................16 Mc IX. U IM.................................................................................................................................................................... 17 C TRIN KHAI Mc I. BN GIAO THIT B.................................................................................................................................................... 35 Mc II. K HOCH TRIN KHAI........................................................................................................................................... 35 D BO HNH & H TR Mc I. DCH V BO HNH.................................................................................................................................................. 38 Mc II. DCH V H TR....................................................................................................................................................... 38 Mc III. THNG TIN................................................................................................................................................................ 39

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TNG QUAN
Hin trng v nhu cu khch hng, yu cu t ra

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Mc I. Asterisk based PBX Solution

Asterisk l phn mm vit bng ngn ng C bi Mark Spencer Cng ty Digium(USA) vi m ngun m chy trn nn h iu hnh Linux, thc hin y cc chc nng ca h thng tng i PBX v hn th na. C rt nhiu ng dng vi h thng asterisk nh: Chc nng tng tc thoi, chuyn cuc gi. Chc nng t ng phn b cuc gi. Chc nng caller ID. Chc nng hi thoi. Chc nng chuyn mch cuc gi. .. Asterisk c th giao tip vi Mng PSTN, mng IP v vi cc nh cung cp dch v VoIP. Asterisk gim chi ph cuc gi quc t, l h thng chuyn mch IP-PBX rt hiu qu v l s la chn hng u cho cc doanh nghip ngy nay... Asterisk cung cp b cng c thoi VoIP m v v cng mnh m. V d nh vic chuyn thoi ni b qua WIFI,VPN, Loi b hon ton chi ph gi in thoi ni b gia cc chi nhnh vi nhau. Hoc kh nng la chn t hng trm nh cung cp VoIP. Lm th no to th thoi c nhn v chuyn n ti email ca bn?.H thng tng i ng dng m ngun m s gii quyt tt c cc nhu cu .

Mc II. YU CU
Yu cu t ra cho h thng Tng i IP trin khai mi phi p ng ng v mi vn cn tn ti; ci thin tnh nng v hiu nng ca h thng tng i gia cc vn phng v chi nhnh vi nhau. Mc tiu t ra:

Kt ni h thng thoi gia tr s chnh v cc chi nhnh. Xy dng knh lin lc hon ton min ph gia ni b cc chi nhnh thng qua h tng mng ni b ca khch hng. ng dng cng ngh tin tin VoIP trn h tng sn c. Nng cao hiu sut v cht lng cng vic cho c nhn/b phn vi h thng bo co nh gi chuyn nghip. Kh nng m rng ngi dng v nng cp khng b gii hn trong tng lai. H thng qun l chuyn nghip, linh hot theo yu cu ngi s dng. Kim sot ri ro, nng cp tnh chuyn nghip. Tit gim gim chi ph lin lc gia cc trung tm, chi nhnh thng qua h thng VoIP

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PHN H TNG I
M hnh, phn cng, hot ng, u im

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Mc I. TNG QUAN
Phn h tng i IP-PBX bao gm phn cng, phn mm tng i m ngun m v ng dng qun l tng i, ngi dng, thit b phn cng. H thng hot ng trn ng dng tng i (softswitch) m ngun m Asterisk l mt h thng tin tin hot ng trn h tng mng LAN sn c ca doanh nghip. Mi hot ng lin lc, truyn thng u da trn nn IP m khng cn phi trin khai h tng cp no khc. H thng c tch hp, tha k v pht trin trn nn m ngun m Asterisk. Hot ng trn nn h iu hnh Linux (RedHat, CentOS, Fedora) vi s n nh cao nht. Phn h tng i c tch hp v xy dng trn nhng thnh phn ti u, kin trc tp tin v CSDL ng b nhm m bo s n nh v hiu sut ca h thng mc cao nht. Hot ng chnh da trn cc thnh phn sau: Channel API: H tr ng dng Softswitch giao tip vi phn cng thng qua cc giao thc VoIP nh SIP, H323 v MGCP. Codec API: H thng c th tng tc, qun l v lm vic vi cc file m thanh MP3, WAV, GSM, PlayBack API: Tng tc v c cc file m thanh. Applications: Cho php pht trin v tng tc trc tip vi h thng thng qua cc ng dng ngoi.

Chnh v vy phn h tng i m nhim hu ht cc hot ng t tip nhn tn hiu, x l, gii m, phn phi d liu v cuc gi n ngi dng. Qun l tt c cc phn cng lin quan sao cho ng b v hot ng vi hiu sut ti u nht. Mt s u im c bn ca phn h tng i ny: Thit k linh hot cho nhiu quy m h thng. Trin khai v lp t nhanh chng, hot ng n nh. Cam kt khng gii hn s lng ngi dng (ng dng cng ngh m ngun m) Kh nng m rng cao nht v gn nh khng gii hn. Thit lp mng h thng thoi ng nht cho doanh nghip m khng phn bit v tr a l. ng dng qun l, tng tc thng minh v tin dng cho ngi dng (tt c c thc hin qua giao din Web). ng dng gim st, bo co rt chi tit theo nhiu tiu ch khc nhau Chi tit hn c m t trong phn TNH NNG & HIU QU KINH T.

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Mc II. M HNH TNG QUAN

M hnh tng quan ca h thng sau khi c xy dng v trin khai nh sau:

Mc III. THNH PHN H THNG XUT TRONG H THNG

1. TR S

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H thng tng i IP v gii php ca IP-PBX c chng ti xut trong gii php ny vi h thng tng i chnh IP-PBX ng vai tr lm tng i IP ti tr s. Vi nhng c t k thut phn cng nh sau: SuperMicro Chassis/Dell/HP server rack 3U chassis hoc s dng Tower server (ty vo kh nng u t ca khch hng) H iu hnh + phn mm tng i IP-PBX Asterisk based. 02 n 24 port FXO/1card hoc 01 n 08 E1/1card giao tip vi mng PSTN. S card gn ph thuc vo s PCI express c trn mainboard. Dual 500Gb/harddisk for increased system reliability 04 External USB 2.0 port 02 x 10/100/1000 Mbps 19" 3U chassis or Tower

lng khe

H thng tng i IP ng dng cng ngh VoIP (hot ng trn phn mm ngun m Asterisk) vi y tnh nng tin tin hin nay m nhn vic qun l tt c ngi dng, cuc gi ra vo h thng v kh nng m rng ngi dng khng gii hn v v cng linh hot cho tng lai. IP-PBX phc v thoi cho c khi vn phng trung tm, chu trch nhim x l/phn phi tt c cuc gi ra/vo ti trung tm. Didium Phone Cc dng in thoi IP ca Digium nh D40, D50, D70 cho cht lng m thanh tuyt ho, trung thc v m i. H tr t 02 SIP Account(D40) n 06 SIP Account(D70), chun m thanh HD, cp ngun t switch PoE.

Polycom IP 450 in thoi IP Polycom 450 cho ngi dng u cui, sn phm ca Thailand, h tr 03 ti khon SIP, h tr chun m thanh HD v nhng c t k thut nh sau: Polycom HD Voice technology, including support of G.722 wideband codec, Acoustic Clarity Technology 2, and systems design optimized for Polycom HD Voice Advanced functionality, including shared lines, busy lamp field, presence, and XHTML Microbrowser Backlit 256 x 116-pixel multi-layer, grayscale graphical LCD Integrated IEEE 802.3af Power over Ethernet (PoE) support (Class 2) Two port 10/100 Ethernet Switch Dedicated RJ-9 headset port

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Grandstream in thoi IP Grandstream cho ngi dng u cui, sn phm ca China, h tr t 01 n 06 ti khon SIP, h tr chun m thanh HD, nhng dng sn phm nh sau: H tr 02 ti khon SIP, 02 port Ethernet, GXP1400/1405 (GXP1405 h tr cp ngun qua Switch(PoE), dng cho end user)

H tr 01 ti khon SIP, 02 port Ethernet, GXP1160/1165 (GXP1165 h tr cp ngun qua Switch(PoE), dng cho end user)

H tr 01 ti khon SIP, khng mn hnh LCD , 01 port LAN, GXP1100/1105 (GXP1165 h tr cp ngun qua Switch(PoE), dng cho end user)

H tr 04 ti khon SIP, 02 port Ethernet, GXP2100 (h tr cp ngun qua Switch(PoE), cho VIP)

H tr 06 ti khon SIP, 02 port Ethernet, GXP2120 +EXT Key (h tr cp ngun qua Switch(PoE), s dng cho l tn)

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.. H thng tng thch vi nhiu dng in thoi khc nh Snom, Yealink, Digium,

2. CHI NHNH KHC

H thng tng i IP v gii php ca IP-PBX c chng ti xut trong gii php ny vi h thng tng i chnh IP-PBX ng vai tr lm tng i IP ti cc chi nhnh. c t k thut nh sau: SuperMicro Chassis/Dell/HP server rack 3U chassis hoc s dng Tower server (ty vo kh nng u t ca khch hng) H iu hnh + phn mm tng i IP-PBX Asterisk based. 02 n 24 port FXO/1card hoc 01 n 08 E1/1card giao tip mng PSTN. S card gn ph thuc vo s lng khe PCI express c trn mainboard. Dual 500Gb/harddisk for increased system reliability 04 External USB 2.0 port 02 x 10/100/1000 Mbps 19" 3U chassis or Tower Kt ni vi h thng ti tr s thng qua ng truyn Megawan/Leaseline/Optical/ADSL. Thit lp h thng thoi ni b, cung cp thoi hon ton min ph gia tt cc chi nhnh.

vi

Gii php xut s dng tng i ring bit ti cc chi nhnh vi mc ch m bo h thng ti mi chi nhnh vn hot ng bnh thng trong trng hp ng Internet/MegaWan/LeaseLine ca h thng ti tr s trung tm gp s c. H tr a dng thit b u cui Thit b u cui linh hot thay i theo nhu cu ca ch u t, my ch tng i h tr phong ph cc loi thit b nh: in thoi Analog in thoi IP Video Phone Softphone (ng dng in thoi trn my tnh) 3G/Wi-fi phone (in thoi h tr kt ni Wi-fi v c chun SIP) H tr kt ni a dng t xa qua mng IP (bt k ni u vi kt ni Internet) phc v cho vic kt ni v thc hin cuc gi min ph hoc cc ph thp gia cc vn phng, chi nhnh

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Mc IV. KT NI PHN CNG

TR S TRUNG TM H thng my ch IP-PBX s t ti tr s chnh, chu trch nhim x l tt c cuc gi ni b gia cc cc chi nhnh v cc cuc gi ra PSTN ti tr s. Trung k Analog t bu in s kt ni vi cc cng E1 v/hoc FXO trn h thng. Chuyn tip tn hiu t PSTN n tng i IP-PBX x l cho khi vn phng v ngc li cho cuc gi ra. Qun l h thng thng qua giao din Web, qun tr vin c th truy xut t bt k ni u v bt k khi no. IP-PBX s c kt ni n tt c h thng tng i IP-PBX ti cc chi nhnh, thit lp mt h thng thoi thng nh mt mng tng i ni b thng qua kt ni IP. Chng ti xut s dng tng i ring ti tng chi nhnh nhm mc ch nng cao tnh n nh v kh nng chu li khi c s c sy ra. Tng i ti tr s v cc chi nhnh s kt ni vi nhau bng ng trunk thng qua mng ni b(VPN, Lease Line,..) gip ngi dng thc hin cuc gi t tr s ti chi nhnh v ngc li. CC CHI NHNH KHC & CC CHI NHNH M RNG TRONG TNG LAI H thng my ch IP-PBX s t ti cc chi nhnh, chu trch nhim x l tt c cuc gi ni b ti chi nhnh v chuyn cuc gi gia cc vn phng. Mi kt ni v phn cng tng t nh ti tr s. H thng IP-PBX ti chi nhnh s c kt ni n h thng IP-PBX ti tr s thng qua kt ni IP, thit lp h thng thoi gia cc chi nhnh nh mng in thoi ni b. IP-PBX ti chi nhnh c cu hnh vi 02xFXO n 32xFXO (kt ni vi trung k Analog ti khu vc chi nhnh). Trong trng hp m rng line trung k, trung tm v chi nhnh c th chn mua thm card hoc gateway FXO. Trng hp m rng ngi dng, trung tm v chi nhnh c th mua thm in thoi IP hoc gateway FXS( s dng in thoi analog sn c).

Mc V. VN HNH
Tip nhn cuc gi Khi c cuc gi vo h thng, tng i s tip nhn tn hiu, x l v chuyn n cc my nhnh qua mng ni b.

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Ty theo s in thoi ca khi vn phng vi kch bn c thit lp trc h thng s phn phi cuc gi vo tng khu vc, extension ca vn phng tng ng. Cuc gi s c my ch phn phi n nhn vin hoc hp th tr li t ng (IVR) theo nhng thut ton c bit c h tr bi h thng ny (ACD). Trng hp khng c nhn vin h tr, cuc gi c th c chuyn n ch tip theo nu c yu cu nh hp th thoi (Voicemail), in thoi di ng, my nhnh khc Kt thc cuc gi, h thng s ghi li ton b d liu cuc gi bao gm chi tit thi gian, s gi n, s my nhnh tip nhn, thng tin file ghi m cuc giphc v cho vic bo co v qun l ca doanh nghip. Trong trng hp cn h tr v chuyn thng tin n mt chi nhnh khc, nhn vin vn thao tc chuyn cuc gi tng t nh mt my nhnh trong vn phng. Mi hot ng tng t nh ti cc chi nhnh.

Thc hin cuc gi Cuc gi ni b gia cc chi nhnh hon ton min ph thng qua cng ngh VoIP, nhn vin vn quay s my nhnh nh thng thng. (VD: 8001 ti tr s chnh quay s 4001 ti chi nhnh v ngc li) ng dng qun l h thng v ngi dng s phn quyn gi ra PSTN trn mi phng ban, ngi dng. H thng ch cho php mi ngi dng c thc hin gi i nhng hng gi c nh nh ni ht, lin tnh, di ng, quc t v c yu cu nhp m chng thc (ty thuc vo chnh sch qun l ca cng ty) My ch tng i s qun l, gim st, thng k v bo co tt cc cuc gi v bo co thng qua giao din Web. IVR (Interactive Voice Response)
L h thng tng tc thoi thng minh ng dng m ngun m v VoIP. y l cng ngh cho php khch hng tng tc vi my tnh thng qua phm bm trn in thoi. Khch hng c th tng tc vi CSDL ca cng ty thng qua chc nng nhn dng ging ni c h tr trong h thng ny. IVR c th phn hi li cho ngi dng nhng thng tin cn thit thng qua hng dn ca h thng bng cch pht ln mt li thoi v thao tc ca ngi dng cn thit truy xut thng tin . H thng IVR c th cu hnh pht trin linh hot theo nhu cu ca h thng v hot ng kinh doanh ca doanh nghip p ng ng tt c cc yu cu k thut c ra.

ACD (Automated Call Distribution)

L thit b hoc ng dng h tr cho my ch tng i phn phi cuc gi n ngi dng / thit b u cui theo nhng quy lut / thut ton c ci t trc. ng dng ACD gip cho vic phn phi cuc gi linh hot, nhanh chng v cng bng hn (i vi Call Center). ng dng ACD cn bit phn phi tt c cuc gi n ngi dng nh th no cho ph hp nht.

ng dng ACD cn m bo tt c cuc gi u c x l v phn phi hp l, hn ch thp nht t l cuc gi b gin on gia khch hng v in thoi vin. M hnh tham kho:

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ng dng v m hnh ACD trong Call Center

Mc VI. TNH NNG

H thng h tr nhiu tnh nng c th p ng hu ht mi yu cu lin lc ca ngi dng. STT 1 2 3 4 5 6 7 8 M t Nhn vin c th thc hin cuc gi ni b hon ton min ph d cho nhn Internal Calls vin bt k ni u. Tnh nng gi VoiceMail qua Email nh file nh km. Khi nhn vin khng Voice mail to Email tr li cuc gi, ngi gi c th li li nhn bng VoiceMail. Kt ni vi nh cung cp in thoi quc t (ITSP), gim chi ph cuc gi VoIP Trunk quc t. Cng nh h thng TDM thng thng. Nhng vi h thng IP-PBX c th IVR Auto h tr nhiu hn nh: IVR, Sub-IVR, Queues, Groups vi nhiu nh dng: Attendant Ring all, Fewest, Least Recent, Random Hi tho H thng h tr hi tho Voice & Video v khng gii hn ngi tham gia. Phn nhm cho tng Extension, c th quy nh chnh sch cho tng nhm ACD Queue ring bit. Music on Hold Cho php ngi dng nghe nhc ch. System Backup H thng sao lu v d phng hon ton t ng theo thi gian c nh Tnh nng

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9 10 11 12 13 14 15 16 17 18 19 20 21 22 23

System Administrator Powerful Reporting Follow me Black list Time Conditions PIN Sets HA (High Avaibility)* Call policy (Group) Another basic features Inter-connection Offices Call Recording System supervisor Video Call Fax Master Email

sn. Qun tr tp trung thng qua giao din Web, c th quy cp bt k ni u v khi no. Bo co theo nhiu tiu ch khc nhau: thi gian, my nhnh, account code, kt qu ca cuc gi. Chc nng chuyn cuc gi n s extension khc, s my bn, di ng khc nu ngi dng khng tr li c cuc gi. Ngn chn nhng s khng mong mun. Ci t thi gian hot ng ca h thng. Ci t password cho cuc gi. H thng h tr tnh nng d phng, khi my ch chnh ngng hot ng, s c my ch d phng lp tc thay th, s chuyn i trong vi giy (tham kho chi tit trong phn gii php d phng) Ci t chnh sch cuc gi v hng gi cho nhn vin tng nhn vin hoc nhm. Cc chc nng c bn: gi, tr li, nhc my t xa, DND H tr kt nhiu h thng li vi nhau thng qua Internet (s dng cho cc chi nhnh) Ghi m mt phn hoc tt c cuc gi. Gim st trc quan qua giao din Web. H tr in thoi Video. ng dng Fax over IP (FoIP) cho php qun l tt c bng Fax vi nhiu tnh nng tin tin : Fax to Email, Email to Fax, Fax to Fax Machine, Fax Machine to Fax, Web to Fax, Web to Fax. H thng cho php kt ni vi Email Server ca doanh nghip, phc v nhu cu nhn v gi email, Voice mail, Fax

Mc VII. U IM & LI CH
Bng so snh bn di mang li cho ngi dng c ci nhn tng quan v nhng hiu qu kinh t, li ch khi s dng h thng cng ngh VoIP so vi h thng truyn thng ca doanh nghip/t chc hin nay. STT Tnh nng I. TNH NNG C BN 1 2 3 4 5 6 7 Gi ni b Tr li t ng Hng i Nhc ch D phng Qun l, Ci t Bo co H thng Analog hin ti - Min ph, gii hn trong ni b cng ty. - C (gii hn s lng, thi gian). - Khng - C (hn ch) - Khng - Phc tp - C (n gin) H thng VoIP - Hon ton min ph, khng gii hn v tr a l. - C (khng gii hn s lng, thi gian) - C - C (Khng gii hn) - C - n gin - C (chi tit)

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II. TNH NNG M RNG 8 9 10 Chuyn hng cuc gi Kha s gi n Hi tho Thi gian hot ng Mt m gi ra Chnh sch cuc gi S lng ngi dng Kt ni nhiu vn phng Gi min ph & gim cc ph Ghi m Gim st Cuc gi Video Fax Fax n Email Hp th thoi Sao lu Trin khai M rng Bo dng Khc phc s c - Khng (hoc ph thuc vo nh cung cp nh VNPT) - Khng (hoc ph thuc vo nh cung cp nhu VNPT) - Khng (hoc ph thuc vo nh cung cp nhu VNPT) - Khng - C - Khng - C (cho php t cu hnh linh hot) - C (cho php t cu hnh linh hot) - C (cho php t cu hnh linh hot) - C (cho php nh ngha thi gian hot ng ca h thng, da vo thi gian lm vic ca t chc/doanh nghip) - C (linh hot, nhanh chng) - C (quy nh mi phng ban, c nhn ch c php gi nhng hng c th nh : ni b, ni ht, lin tnh, di ng, quc t) - Khng gii hn (Cho php m rng bt k ni u ch vi kt ni Internet) - C (khng gii hn s lng tr s) - C - C (Khng gii hn thi gian v dung lng) - C (rt trc quan) - C (ngi gi, ngi nghe c th thy hnh nhau) - C - C - C (khng gii hn) - C (t ng sao lu) - Cho php s dng li h tng cp thoi sn c hoc s dng h tng cp Internet (hin c trang b hu ht ti cc t chc doanh nghip) - n gin, nhanh chng v chi ph thp - Nhn vin c th t x l sau khi c o to v chuyn giao. - Phc hi li tnh trng ban u ca h thng ch trong vi pht.

11 12 13

14 15 16 17 18 19 20 21 22 23 24 25 26 27

- B gii hn - Khng - Khng (hoc ph thuc vo nh cung cp nhu VNPT) - C (b gii hn thi gian v dung lng) - Khng - Khng - C - Khng - Khng - Khng - Trin khai h tng cp in thoi ring bit - Phc tp, chi ph cao - Tn ph nh k - Phc tp, mt thi gian

III. TNH NNG GI MIN PH V GIM CC PH

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28 29 30 31 32

Gi ni b Gi ni ht Gi lin tnh Gi di ng Gi quc t

- Min ph trong ni b cng ty - Tnh cc ph nh thng thng - Tnh cc ph nh thng thng - Tnh cc ph nh thng thng - Tnh cc ph nh thng thng

- Min ph bt k ni u - Tnh cc ph nh thng thng - Tnh cc ph nh thng thng - Cc ph thp hn khi c nhiu vn phng/chi nhnh. - Tnh cc ph nh thng thng - Thp hn so vi cc ph thng thng

Mc VI. HIU QU & GI TR KINH T

T nhng thng tin m t v tnh nng, u im. H thng ny thc s mang li nhng hiu qu kinh t cho t chc/doanh nghip trong qu trnh hot ng. Doanh nghip c c hi ng dng cng ngh vin thng tin tin nht trn nn IP. Nng cp, ci thin h thng vin thng, tnh chuyn nghip ca hot ng kinh doanh. Gi in thoi min ph trong ni b v gia cc vn phng chi nhnh, c quan ban ngnh. Ct gim chi ph vin thng xung mc thp nht. Nng cao cng tc qun l, gim st hiu sut cng vic ca mi c nhn, phng ban trong t chc/doanh nghip. Sn sng m rng khng gii hn ngi dng, chi nhnh, vn phng bt k lc no v bt k ni u.

1. H THNG TNG I CHUYN NGHIP, LINH HOT V KINH T LU DI H thng tng i IP mang li cho doanh nghip mt cng c truyn thng tin tin nht. p ng ng v mi yu cu t ra trong cng tc qun l, chm sc v h khch qua in thoimt cch chuyn nghip nht. Xy dng mt h thng thoi ng nht cho doanh nghip/t chc. Kim sot v gim thiu mi chi ph khng cn thit. H tr doanh nghip trong cng tc lin lc, truyn thng v nng cao hnh nh. L s la chn cho hu ht cc doanh nghip hin ti trong vic u t h thng thoi c tnh kinh t cao, kh nng m rng cao nht v n nh nht. ng dng cng ngh tin tin VoIP trong h thng CNTT ca mnh. 2. GI IN THOI MIN PH ng dng cng ngh thoi qua Internet, h thng ny cung cp mt cng c lin lc hu ch v c kh nng gi in thoi min ph. Ngoi ra cn h tr rt nhiu cho t chc/doanh nghip trong tit gim chi ph v cc vin thng ng k hng thng, hng nm i vi cc t chc/doanh nghip/c quan ban ngnh c nhiu b phn, trung tm, chi nhnh th h thng ny s kt ni tt c nhng trung tm li thnh mt h thng tng th mi ngi c th gi in thoi hon ton min ph cho nhau trong ni b thng qua kt ni Internet m khng phn bit v tr a l ca trung tm u, c bit h thng khng b gii hn s lng trung tm v s lng ngi s dng.

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Vn phng, chi nhnh, trung tm cng nhiu th chi ph lin lc cng gim so vi cch thc truyn thng hin nay. Trong trng hp nhng t chc/doanh nghip/c quan ban ngnh c nhu cu lin lc quc t nhiu th h thng c h tr kt ni vi cc nh cung cp dch v in thoi quc t gi r ( cc ph s gim rt nhiu so vi cc thc truyn thng). 3. HIU QU TRONG CNG TC QUN L NGI DNG & DCH V Thng qua nhng tnh nng tin tin h tr cho t chc/doanh nghip/c quan ban ngnh c th qun l chc ch v chi tit vic s dng in thoi ca mi c nhn, phng ban thng qua chnh sch qun l hng gi. Hn ch ti thiu tnh trng lng ph cc vin thng trong thi gian di. Gim thiu v tit kim cho t chc/doanh nghip/c quan ban ngnh nhng khong chi ph pht sinh khng ng c. Biu mu m t chnh sch qun l hng gi i ca ngi dng trong h thng tng i IP thng thng nh sau: STT H Tn Ban Gim c / Lnh o 1 Trn Vn A 2 Nguyn Thnh B Phng Hnh chnh & Nhn s 3 Lng Vn C 4 Bi Vn D Phng D n / Chin lc 5 Trng Vn E 6 Nguyn Ch G Phng K thut 7 Trn Thnh H 8 Cao Gia Y Phng K ton 9 Trn Hng T 10 Trnh Th C Phng i ngoi 11 Trn Vn H 12 Bi Th Kim C 13 Nguyn Tin D 14 Ong Th Kim C Bo v 11 Nguyn Mnh H 12 L Vn P .. Ni b X X X X X X X X X X X X X X X X X Ni ht x x x x x x x x x x x x x x x x x Di ng x x x x x x x x x x x x x x x x x x x x Lin tnh x x x x x x x x Quc t x x

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n thi im hin nay, hu ht cc h thng tng i truyn thng th khng th qun l linh hot ngi dng. Vi mt chnh sch qun l cng chi tit v chc ch th li ch kinh t cho t chc/doanh nghip/c quan ban ngnh cng cao. Biu mu m t cc ph vin thng ca doanh nghip nh sau: H thng truyn thng H thng ng dng VoIP

Ghi ch: Trn cng mt h thng, vi mc cc s dng c nh hng thng th cc ph s t l nghch vi s lng cuc gi ni b c thc hin gia cc vn phng/chi nhnh. S lng cuc gi ni b cng tng th tng cc ph cng gim. S lng cuc gi ni b cng gim th tng cc ph khng thay i hoc c th tng. Cc ph cn ph thuc vo chnh sch qun l nhng hng gi cho php/khng cho php ca t chc/doanh nghip. 4. HIU QU VIC M RNG TRONG TNG LAI Vi tnh nng khng gii hn ngi s dng v m rng h thng, t chc/doanh nghip/c quan ban ngnh c th tit gim chi ph rt nhiu trong qu trnh pht trin v m rng v sau mt khong chi ph ng k. V h thng sn sng cho vic m rng ln n vi nghn ngi dng vi chi ph m rng rt thp. V i vi h thng truyn thng hin ti cn phi u t thm h tng cp, thit b tng i mi mt khi h thng hin ti b qu ti s gy lng ph cho t chc/doanh nghip/c quan ban ngnh. 5. KHNG GII HN DUNG LNG Dung lng l yu t cho thy s khc bit v vt tri ca h thng tng i IP so vi h thng tng i truyn thng. Tng i IP gn nh khng gii hn s lng ngi dng v cho php nng cp kt ni trung k Analog/Digital cc k ln vi chi ph rt thp. 6. NNG CAO TNH CHUYN NGHIP V TIT GIM CHI PH BO TR, BO DNG Vi nhng tnh nng tin tin nh tr li t ng, chuyn cuc giH thng mi s t ng hng dn cho ngi gi cch thc lin lc vi ngi cn tm trong ni b t chc/doanh nghip/c quan ban ngnh mt cch thng minh nht ch thng qua vi phm bm (i vi h thng tng i truyn thng th rt

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phc tp v gy cho ngi gi s kh khn khi mi ln lin lc). Nng cao tnh chuyn nghip cho t chc/doanh nghip/c quan ban ngnh ni chung v c nhn ni ring. H thng sau khi hon tt trin khai, nhn vin/cn b k thut ca t chc/doanh nghip/c quan ban ngnh c th t qun l v khc phc s c h thng khi xy ra ch vi vi thao tc n gin m khng cn dch v bo tr, bo dng ca cng ty chng ti. Vic ny s tit gim mt phn chi ph cho t chc /doanh nghip/c quan ban ngnh trong thi gian di.

Mc VII. QUN L TNG I

ng dng qun l tp trung v iu hnh, gim st qua trang Web. Ci t, cu hnh, qun tr n gin v nhanh chng t bt k u. Mt vi tnh nng ca h thng qun l:

Qun l tng i PBX Configuration (Qun l, cu hnh h thng tng i, my nhnh, IVR, ACD)

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Tr li t ng (IVR Interactive Voice Response)

Gim st trc tuyn Operator Panel (Gim st, tng tc trc tuyn ngi dng)

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Gim st, qun l ghi m cuc gi PBX Monitoring (Qun l, bo co, nghe li ni dung cuc gi, lu li theo nh dng file m thanh)

Bo co chi tit cuc gi Call Detail Report (Bo co theo nhiu tiu ch khc nhau : my nhnh, s gi i, thi gian, kt qu)

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Backup / Restore (Sao lu / Phc hi)

H thng h tr sao lu mt phn hoc ton b h thng. Trong trng hp h thng b li th qun tr vin c th phc hi h thng nh tnh trng ban u ch trong vi giy.

Mc IX. U IM
Phn h tng i IP l h thng ch lc p ng tt nht nhu cu kt ni thoi cho doanh nghip v vi cc ng dng, h thng qun tr CSDL khc. Phn h ny l c s pht trin cc h thng c th theo m hnh, tnh cht hot ng kinh doanh hoc nhu cu p ng dch v ca mi doanh nghip. Do pht trin, ng dng v tha k t m ngun m nn doanh nghip hon ton c th m rng, pht trin trong tng lai p ng cc nhu cu pht sinh. Mt s u im ca phn h ny mang li cho doanh nghip nh sau: Trin khai n gin, vn hnh n nh trn h tn vin thng sn c ca doanh nghip.

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Qun l tp trung, thng qua giao din Web. Qun tr vin c th gim st, vn hnh, cu hnh t bt k u v bt k khi no. Tnh nng v hiu nng cao nht vi h thng Linux. Kh nng nng cp h thng cao nht v khng gii s lng hn ngi dng. Ghi m mt phn hoc ton b h thng ty vo cu hnh. M rng ngi t bt k ni u vi mt kt ni Internet (cuc gi hon ton min ph). Ct gim chi ph cuc gi n mc thp nht gia cc chi nhnh, vn phng v cuc gi quc t khi kt hp vi cc nh cung cp dch v in thoi quc t (ITSP).

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TRIN KHAI
Tin bn giao thit b v trin khai h thng

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Mc I. BN GIAO THIT B
Thi gian bn giao: trong vng 02 tun k t ngy hp ng c k kt.

Mc II. K HOCH TRIN KHAI

K hoch trin khai (k hoch trin khai c th thay i phc thuc vo tng d n c th v c thng nht gia hai bn)
STT 1 2 3 4 6 7 8 9 10 11 Cng vic Kho st h thng Bn giao thit b Lp t phn cng Ci t h thng Xy dng kch bn cho h thng Trin khai kch bn cho h thng Trin khai h thng Call Center Vn hnh, gim st, tinh chnh o to v chuyn giao cng ngh Nghim thu d n 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25

(n v: ngy)

M t cng vic:
STT 1 2 3 4 6 7 8 9 10 Cng vic Kho st h thng Bn giao thit b Lp t phn cng Ci t h thng Xy dng kch bn cho h thng Trin khai kch bn cho h thng Trin khai h thng Call Center Vn hnh, gim st, tinh chnh o to v chuyn giao cng ngh M t Kho st h tng v h thng thoi hin ti (ci t, cu hnh, chnh sch, k hoch trin khai) Bn giao thit b Lp t, kt ni phn cng h thng ti tr s. Ci t h thng Softswitch Asterisk v h thng qun l. Xy dng kch bn h thng, cch thc nh s v quay s. Trin khai kch bn h thng thng nht. - Trin khai cu hnh phn mm ng dng Softphone, Gim st cuc gi cho nhn vin. - Tin hnh kt ni v truy xut CSDL khch hng ca h thng. - Vn hnh, tinh chnh, gim st v o to ngi dng thao tc vi h thng. Vn hnh, gim st v tinh chnh h thng. Qun l thit b: - Qun tr, ci t. - Cp nht firmware. - Cc chc nng khc. Qun tr h thng: - Gii thiu tng quan - Qun tr bng Web.

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11

Nghim thu d n

- Gii quyt s c. Tin hnh nghim thu h thng (Thng nht bng vn bn).

Ghi ch: - Thi gian l thi gian lm vic thc t vi h thng. - Thi gian c th di hn so vi k hoch (ty thuc vo phng thc kt ni vi h thng CRM ca khch hng). - Thi gian khng bao gm thi gian tr do yu cu h thng (ISDN, LAN, Power Supply). - Mt s cng vic c th tin hnh song song.

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BO HNH & H TR
Dch v bo hnh, bo tr v h tr

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Mc I. BO HNH
Phn cng h thng c bo hnh theo tiu chun ca hng. Thi gian : tiu chun 06 thng h tr dch v t ngy nghim thu h thng. Dch v bo hnh c th gia hn v m rng ty theo nhu cu ca khch hng.

Mc II. H TR
Cc dch v h tr: Trc khi trin khai: - H tr x l hp ng vi nh cung cp ng truyn (FPT, VTN, Viettel) - H tr x l t hng nhanh chng t hng. - Khuyn co v hng dn la chn nhng phn cng ph hp nht c th p ng tt nht nhu cu ca khch hng. Trong khi trin khai: - Trin khai d n vi quy trnh hp l v chun ha, gim thiu v tit kim thi gian. - Chng ti c th h tr xy dng kch bn tt nht, ph hp vi hot ng ca doanh nghip hoc t chc, nhm nng hiu sut ca h thng p ng tt nht v hi lng cho ngi s dng. - Hng dn v chia s kinh nghim trin khai, qun l v x l s c cho nhn vin v qun tr vin. Sau khi trin khai: - Chng ti lun cam oan v cht lng h thng v dch v h tr sau bn hng l tt nht, lun m bo v s n nh cho tnh nng v hiu nng ca h thng. - H tr k thut Online / Offline bt k khi no c nhu cu. - H tr v khuyn co cho s pht trin v m rng ca doanh nghip v quy trnh, tin trnh x l v trin khai, phn cng Thi gian p ng: H tr Online : 24/7 qua email, phone, instant message. H tr Offline: H tr Offline: trong vng 02 gi lm vic ti ni thnh H Ch Minh v 24 gi ti cc tnh, thnh ph khc.

Mc IV. THNG TIN

Chng ti chn thnh cm n s quan tm ca qu khch hng i vi sn phm v dch v ca chng ti, mi thng tin v sn phm, gii php v cc thng tin lin quan khc vui lng lin h theo thng tin sau: - Tn cng ty : - a ch : - in thoi : - Fax : - Email : - MST :

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