Signing up for the service

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10 Δεκ 2013 (πριν από 3 χρόνια και 8 μήνες)

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Speakserve

Service Feature Overview




Jas Singh

8/18/2011


Table of Contents

Introduction

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2

Signing up for the service

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3

Se
tup


PAYG

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3

Setup Wizard


Subscription Plans

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3

Subscription Plans

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4

Billing

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5

Offer Codes

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5

Reseller Model

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5

User portal

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5

Globalisation

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...

6

Schedule your conference call

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7

Joining a Conference

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7

Moderated Calls

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8

Mobile / Table
t App

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8

Security

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8

Architecture

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9

Physical Architecture

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9

Scalability, Robustness and Disaster Recovery

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10

Domain Model

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10

Call Flow

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1
2

Entering a conference call

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12

In conference call flow

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12




Introduction

This document outlines

some of

the core features to be developed for the next version of the
Speakserve conferencing platform.

This document is not intended to provide a complete list of
features or functionality but to outline a high level view of the service and conceptual architecture
for delivering it. The details of the delivery of the platform are expected to be defined d
uring the
development phase.



S
igning

up
for the service

The current Speakserve conferencing service provides a comprehensive feature set available through
the handset for both the conference chair and the participants. The new service
can

look to
mainta
in the full feature set but move the setup and conference control settings into an application
(online and mobile) to ease the setup. This then allows Speakserve to gather information about
their users and conference participants creating a Speakserve “Un
iverse” where users can have
more productive experience during a conference call.

The service should be split into 2 levels

1.

Pay as you go

a.

Simple

sign up
, enter
ing

your email address and get a pin to start a conference

b.

Billing done on a revenue share 0844
number

2.

Professional
-

Monthly
/ Yearly
Subscription

a.

Setup a portal for yourself or your organisation and create groups of people you
conference with. All recordings and details of your
account (billing & reporting) as
can

be available online through the p
ortal and you
can

get access to a live
conference management panel to see

i.

W
ho is on the call;

ii.

W
ho is signed into the portal;

iii.

I
nitiate chat sessions with people signed into the portal;

iv.

S
hare whiteboard session through the browser;

v.

S
hare documents

vi.

Contro
l

aspec
ts of the call from the browser

vii.

I
nitiate the conference by auto dialling all parties involved (once all parties
have confirmed invitation).

b.

A mobile app
can

also be available to support

your conferencing portal that
can

be
able to prompt you when yo
ur conference is due to start as well as allow chairs to
initiate the conference from their mobile.

c.

Ability to embed the Speakserve web app into your Salesforce.com implementation,
Dynamics CRM deployment as well as your LinkedIn profile.

Setup


PAYG

This

option
can

offer the user to setup a simple conference call. T
he user

can

be prompted

to
provide the system with their email address
, name and organisation name

which in return
can

generate a pin for the conference.
A

subset of

settings
can

be available

to the
participants

during
the call via the conference menu
.

An email
can

be sent to the user with details of the pin as well as information on how to setup a
subscription to get access to richer feature set.

Setup Wizard



Subscription Plans

1.

Sign In (or Sign Up) using your social / business network logins (LinkedIn, Salesforce.com,
Facebook, Google / GMail, Window Live, Twitter etc
.


use Janrain
)

a.

Once signed in, user can import contacts from their social / business network to
invite to confer
ences (as well as the Speakserve Universe



use CloudSponge
).

2.

Create an organisation profile if conference service is used across their business and setup
users / admins.

a.

Invites can be sent to individual users to get them to sign up as part of the service
.
This
can

allow them to access the company conference portal and in turn setup their
own conference calls.

b.

Users
can

also be able to import their contacts from Microsoft Outlook. Initially this
may be done through uploading them through a CSV file with the ultimate goal
being to provide a plug in app to Outlook to control the conference call from your
desktop.

3.

Select y
our payment plan based on your expected usage

(further details of each plan are
described in the next section)

a.

Entry Level

b.

Professional Level

c.

Enterprise Level

d.

For Dedicated, heavy use or Re
-
seller plans

4.

If you have selected the Entry, Professional or Enter
prise plans you are asked to enter your
credit card details for billing purposes

5.

Setup invites

using a professional email with your company logo

6.

Create groups of users you have conferences with on a regular basis and schedule them
accordingly (including ad
ding entries into your calendar)
. Search through the users that
have signed up to Speakserve platform to include them into your groups.

Subscription Plans

Below are the plans that the users can subscribe to (or in the case of PAYG, simply use) and the
fea
tures that are available for each plan.

Feature

PAYG

Entry

Professional

Enterprise

Unlimited

Monthly
Price (£)

0

9.99

39.99

149.99

TBA

Minutes

Unlimited

200

1000

4000

Unlimited

Cost Per
Minute

5p

5p

4p

3p

TBA

Cost of
Additional
Minutes

0
p

5p

4p

3p

TBA

Maximum
Participant
s

20

400

400

400

400

Call
Recording

Yes

Yes

Yes

Yes

Yes

Moderator

No

No

14p per minute

14p per
minute

14p per
minute

Invitation
Template

No

Unbranded

Unbranded

Branded

Branded

Custom
Prompts

Room Only

Room Only

£50

£50

£50

Contact
Lists

No

Yes

Yes

Yes

Yes

Access
Numbers

1

1

1

TBA

TBA

Rooms

1

1

5

20

Unlimited

Document
Sharing &
Chat

No

No

Yes

Yes

Yes

SMS Alert

No

No

Yes

Yes

Yes

International
Inbound
Access
Numbers

0870

Yes

Yes

Yes

Yes

China Add On

No

10p per
minute

10p per
minute

10p per
minute

10p per
minute

Middle East
Add On

No

10p per
minute

10p per minute

10p per
minute

10p per
minute

Transcription

No

No

TBA

TBA

TBA

Outbound
Calls

No

Yes

Yes

Yes

Yes


Outbound calls to be charged at rates as outlined by Aculab
. For international dial in numbers,
different per minute charges
can

apply as outlined in China and Middle East add on packages.

Billing

The billing and payment system used to manage plans
can

be
Zuora

(http://www.
zuora
.com). For
Entry, Professional and

Enterprise level plans, users
can

be able to submit a credit card which
can

be
charged on a monthly basis depending on the plan amount. Any overage on minutes
can

also be
charged accordingly. A separate billing engine

/ workflow

can

be required in the s
ystem to tally the
minutes used by the user according to the plan they have subscribed to.

All invoicing detail
can

be
handled via
Zuora
. For customers on bespoke plans
Zuora
can

still be used but the setup may be
done by Speakserve personnel.

For PAYG c
alls, a separate billing rule should be enforceable to allow revenues to be diverted or paid
to other entities.

Offer Codes

The system
can

also support offer codes to encourage sign up. These
can

mostly be handled through
the billing platform in Zuora.

Reseller Model

Resellers of the Speakserve service
can

be setup as master organisations within the system with
their customers setup as sub organisations. Resellers
can

be able to customise their portal for their
customers. All billing
and payment
can

be

handled

in Zuora by Speakserve.

They
can

be able to
setup their own payment plans

User portal

Once a user has signed up and chosen their usage plan / subscription level they
can

be directed to a
portal where they
can

be able to administer their account. The user
can

be presented with a tabbed
interface where they
can

be able to change:



Connections

o

View all the connections the user has and invite other users from the Speakserve
universe or other contacts to join their

network



Groups

o

View groups of connections they have setup and previously had conferences with.
The user
can

be able to setup new groups as well as modify existing ones.



Billing

o

If the user is the main contact for billing for an organisation then they
can

be able to
view / change details of the plan they have signed up to, change credit card details
and be able to print off / export invoices for their usage.

This information
can

be
pulled back from Zuora (using their skinned portal).



Conference Calls

o

View

details of all of the conference calls you (or your organisation has made, if you
are the administrator for the organisation). From this tab the user
can

be able to



access call recordings for conferences



transcripts of the chat sessions during the call



documents that were shared during the call



view a list of attendees and the time they joined and left the call

o

The user
can

also have the option to schedule a new call by replicating an existing
conference call. This
can

copy all the settings and select t
he conference participant
group that was used in the previous call.



Personal Settings

o

The user
can

be able to view / modify their own settings, such as:



Change their profile picture



Change their Sign In service (SSO)



Preferred contact details



Organisation
Details

o

If the user is the main administrator for the organisation then they
can

be able to
view / edit address and contact details for the organisation as well as invite other
people in their organisation to join the service.

o

Setup sub departments or sub
organisations and assign users to them (as well as
sending out invitations to join Speakserve)

o

Setup payment plans for sub organisations

o

Users
can

also be able to port their existing conferencing numbers to the platform
on request. This may incur an extra

charge if it is not included in the bundle they
have purchased. This action should send an email to NOC team to act on.



Moderator Schedule

o

If the user has been designated as a Moderator (this is something managed by
Speakserve) then the user
can

also be
able to view the calls they have been
allocated to moderate.

o

They
can

be able to view / edit their rota / availability for moderating duties

Globalisation

The user portal should support globalisation as it is likely that the service
can

be deployed to
diff
erent geographic regions.

This should also be reflected in the scheduling and reminders for
conference calls. With participants being in multiple time zones, all system stored dates and times
should be in UTC with alerts and reminders into different time

zones managed accordingly.

Schedule your conference call

Once a user is setup they can schedule a conference call using
a
simple wizard. The user would be
guided through setting up the following options:

1.

Type of conference call

a.

Unmanaged

b.

Chaired

c.

Moderated

d.

Lecture

2.

If Lecture the user
can

be asked to nominate the chair of the conference

a.

The user
can

be notified that the conference
can

only start once the chair has signed
in

3.

Indicate whether the user wants the conference to be recorded

4.

If the user
(organisation) has Professional or Enterprise plan show the option to whether
they want a transcript for the call.

5.

Specify if there are a maximum number of attendees

6.

Specify whether the user only wants pre
-
authenticated participants (this for conferences
w
here participants can make use of the
shared
white
-
board, group chat functionality and in
-
browser call control functionality)

7.

An option to record a greeting for the conference (through the browser) or select an existing
greeting

8.

Select a NGN for participan
ts to call

9.

Select a GN for participants to call

10.

Select a group of participants

a.

If no groups available then the user can create one

b.

User is also allowed to create a new group specifically for this call

11.

Select the email template for the invitation to the con
ference call

a.

The user can select from their own template which can include their organisation
logo

b.

The user can select users from their organisation, from their contact list or manually
enter email addresses of people they wish to invite.

c.

All new users to
the service
can

be sent a unique sign up code so that they can also
sign up to the service whilst accepting the invitation to the conference call.

12.

Select an option to include a calendar entry in the invitation email.

13.

Indicate whether this is a recurring co
nference call or a one off.

Joining a Conference

Every user that signs up with Speakserve
can

have their unique PIN which they
can

need to enter
when joining a conference. This PIN
can

be required once they have identified the conference room
PIN. The us
er PIN is required so that the system can identify the user and provide them with
features through the browser whilst on the call. Users
can

also be allowed

pre
-
authenticate whilst
accepting the invitation and may opt to be called on their preferred numbe
r when the conference
starts. For security purposes they
can

still asked for their unique PIN.

The chair may initiate the conference by dialling in which may trigger outbound calls to participants
where the participants have chosen to be dialled to join th
e conference.

A background service should also be monitoring scheduled conferences to send reminders to
participants and the chair of the call. The chair may opt to also be dialled to initiate the conference.
In such cases the chair
can

still be authenti
cated by their PIN and
can

be asked if the conference
should begin (which
can

start the workflow explained above).

Users
can

also be able to dial into conferences using the browser. This facility
can

be implemented
via the Phono SDK utilising a JavaScript

based VoIP client that uses the Voxeo service as the registrar
& virtual PBX (service is free).

Moderated Calls

If a moderated call has been requested, the call
can

only start once the moderator has signed in.
The moderator
can

be able to see a list of all of the participants and chairs through their user portal.
Participants
can

be able to ask questions / raise their hand by pressing a pre
-
set DTMF digit which
can

alert the Moderator on their dashboard. The Moderator in turn
can

be able to either chat (if the
participant is signed into their portal) or talk to them (by moving into an isolated channel /
conference)

Mobile
/ Tablet
App

The
Speakserve
mobile application
can

allow users to sign into their account and view all of
the
conferences they have scheduled or are due to take part in as a participant.

When a call is due, a
reminder
can

be displayed

on their phone and they
can

be able to dial into the conference from a
button in the application which
can

pick a number (from

their allocated numbers or otherwise) using
their location to ensure they are charged at a local rate.

The application
can

also allow the user to initiate a conference (if they are a chair person) or dial into
a conference as a participant by requesting the system to call them on their mobile device.

The application should be developed with a single codebase as much as possib
le utilising HTML5
with native device features for iOS and Android provided through a framework such as OpenPlug or
PhoneGap.

Users
can

also be able to dial into conferences using the application over IP network using VoIP as
well as use other VoIP clients

to save on the cost of the call.

Security

User data security both whilst engaged online and during the conference is paramount. Users
can

be authenticated via Single Sign On through their existing social and work network apps when
making use of the onlin
e portal. Users
can

be split into 2 levels initially where by some users
can

administrators for their organisation or department / sub organisation, whereas other users
can

be
able to utilise conference rooms and participate in conference calls.

Each part
icipant or chair of a conference call
can

be assigned a unique PIN that they
can

need to
enter along with the PIN of the conference room before being part of a conference. This dual layer
of security allows us to authenticate the user beforehand as well a
s provide a simpler experience for
the user.

All in
-
conference chat sessions, white board sessions and document sharing
can

be done over SSL for
transport layer security with all documents encrypted
. Users can set options to not store any files
that are s
hared during the call.

Architecture

The Speakserve platform
can

be serving users through voice (mobile, PSTN & VoIP), web app and
mobile app. The platform
can

need to scale to meet demand and be robust to maintain maximum
uptime.

Physical Architecture

The

key infrastructure services for the platform
can

be provided by the Amazon EC2

for
telephony

and
Force.com

for data storage

and web services
. The illustration below shows how the
infrastructure components
can

be deployed to support the platform.

The cor
e application logic for
driving conference calls
can

be available through a single API to the telephony tier, web applications,
3
rd

party plug
-
in apps and mobile applications.


The server side application logic
can

be developed using
PHP

and shared across

the
telephony layer
,
the web layer and the background processing engine
. This tier
can

be exposed through RESTful
/
SOAP
services which
can

be consumed by the web application (HTML, JS, CSS etc)

and

mobile
applications (HTML5, JS). This service
can

also be used by 3
rd

party provider applications to interact
with the platform (LinkedIn, Salesforce.com etc)

based on specific user authentication
.

Transport layer security for the service / API
can

be provided using SSL with message level security
provid
ed through a connection token. When initiating a request with the API, an application key
can

be required. Once the key is authenticated a token
can

be passed back to the calling client
who

can

need to be used in all subsequent requests to the API.

Scala
bility, Robustness and Disaster Recovery

The reason for running on a cloud platform such as Amazon EC2
/

AWS is to allow for the
infrastructure to scale as demand grows.

Using
these cloud

Service
s

allow us to utilise geo
-
redundant auto
-
scaling services th
at are highly resilient.
Telephony

services
can

be running
in
multiple regions

to allow for redundancy as well as region specific features but accessing the same
underlying core data on Force.com
.


In the case of complete regional service failure

the sys
tem should trip over to another available
region
.

Users disconnected during an outage at regional level
can

be asked to dial back in using a
different number
.

Domain Model

Below is the domain model that
can

support core user and conferencing functionali
ty for the
platform. This model is an initial step towards defining the data requirements for the platform and
is expected to change as further functionality requirements are discovered.


Each
entity is

likely to map directly to
an object on Force.com
.

Call Flow

Below is the call flow for the different types of conference call.

Entering a conference call

1.

Accept Inbound Call

2.

Check the original number dialled to see if it is a dedicated organisation number

a.

If dedicated number
,

load and play custom welcome
prompt to caller

3.

Prompt caller to enter the conference room number

a.

Give the user a second attempt if they enter an invalid room number first time

b.

If the second attempt fails inform the user to check the room number (play prompt)
and end the call.

4.

Load
details of the conference room

a.

Check whether the number dialled is for the PAYG service

b.

If PAYG check whether the call is to be recorded for the room

c.

Check if a PIN for the call is required

d.

If not required add users into the Conference

e.

Otherwise go to 5

5.

R
equest user for the call PIN

a.

Give the user a second attempt if they enter an invalid room number first time

b.

If the second attempt fails inform the user to check the PIN (play prompt) and end
the call.

6.

Load details of the conference call

a.

If the conference call has been scheduled then a call record
can

be returned

i.

Check the call recording option

ii.

Check the type of call

iii.

If Lecture or chairperson call type, check whether the PIN for the Chairs PIN

iv.

Check if the conference should only start when

the Chair / Lecturer dials in.

v.

If Lecture service only participants with Lecturers PIN are able to talk; the
rest of the participants are muted.

vi.

If call is scheduled check if the conference can only start 5 mins before
scheduled time.

vii.

If this is the parti
cipant PIN entered apply above rules

viii.

If conference is able to start or has started add a record for the participant
storing their CLI and the number they dialled.

b.

If this is an adhoc conference call then a call record
can

not be available

i.

Add a record of t
he call

ii.

For each participant add a call record storing their CLI and number they
dialled, time of call etc.

7.

Prompt the user for their name

In conference call flow

Below is the call flow in conference for the
Chairman, Lecture and Moderator

types of confere
nce
calls.

Chairman

During the call the Chairman
can

be able to invite other participants (or people due to be on the call)
by dialling out to them or requesting them to be dialled by the system. This can be done by the
Chairman using the in call portal t
o initiate an outbound call and have the user automatically enter
the conference.

Lecture Service

and Moderated Call

During a Lecture Service
or Moderated
call participants
can

be muted but
can

be able to raise their
hand to ask a question by moving into a

separate temporary conference room with a supervisor by
pressing a pre
-
defined digit.


1.

Participant raises their hand by pressing a digit

2.

This flags the supervisor by showing an indicator on their screen (push through from the
platform to a web service
API).

3.

The participant is then put into a temporary conference room

4.

The supervisor can then press a predefined digit to enter that conference room.

a.

There can multiple people that decide to enter the temporary conference room at
the same time to ask question
s.


Inviting Participants

During a Chairman’s conference, the chair
can

be able to invite participants by making an outbound
call to them. This
can

be initiated through the browser and the call
er
can

be placed into the
conference once they have verified t
he PIN for the call.

1.

Chair invites participant by entering details of the participant (number to call) via live call
portal.

2.

A record is added to a queue to be monitored by telephony platform with details of the
number to call and the originating conferenc
e

3.

Platform initiates an outbound call

a.

If caller answers, they are played prompt informing them they should be on a
conference call and to enter they must press a digit to verify the PIN.

b.

If PIN is correct add the person to the call.