EMERTEC - EMA (Early Media Analysis) Documentation

In recent years contact centres have experienced a radical technological change with convergence of voice and data through the introduction of VoIP. While this has cut costs and enhanced solution delivery on the customer premise side, VoIP on the public network side (SIP trunk) has not been as successful. For outbound dialling in particular, this has resulted in the loss of digital call progress information and has had some profoundly detrimental effects on outbound dialling productivity.
Outbound diallers need fast and reliable digital signalling to determine how a call is progressing – if it is ringing or has failed. Without this information calls must be left to either connect or to timeout. As a result, failed calls persist and clog up call slots; the dialler’s performance gets choked. Even worse, this missing information is needed to distinguish bad numbers from busy numbers and call congestion. Without it bad numbers get called again and again and the choking effect is multiplied.
Early Media Analysis (EMA) solves this problem and helps make up for the loss in digital call progress information. EMA is the method by which a system determines just what is happening to the call. Ideally this should be signalled simply and clearly every time. Without proper call progress signalling information, a system must fall back into examining the early media of a call – what is “on the line” – tones and messages. EMA’s configurable tone and cadence matrix allows it to reliably determine a calls progress, to determine if a call is ringing or if it has failed, to weed out the bad numbers from the good ones
If you have PRI you might think you don’t need EMA. We at Magus have been monitoring the quality of both VoIP and PRI world-wide, and even PRI is degrading. Much of the public telephony network throughout the globe now transits over IP, and by doing so it to looses some key digital call progress elements. This make EMA suitable in all automated outbound dialling environments.

magusEMA

The Magus EMA (Early Media Analysis) is a module that supports both AMI and dialplan based analysis of the in-band content of a call between set-up and connection. It uses both frequency detection and cadence monitoring to produce a best-guess as to the current progress state of the call.

Installation

The installation is an rpm that places encrypted source and configuration files in various locations on the asterisk server. It also places a license control tool on the server.

Further information available from EMERTEC, call Linda Office: 01273 270270 Cell: 0776186180