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Preliminary November 23, 1998
MultiVoice Gateway for the MAX— User’s Guide
Introducing MultiVoice Gateway concepts
MultiVoice applications
Example of traditional 800 service
Figure 1-6 shows an example of an environment without MultiVoice:
Figure 1-6. Traditional 800 environment
To reach a customer service representative, callers in San Francisco and Los Angeles dial an
800 or 888 phone number, which has been leased to a company’s customer service department
by its InterExchange Carrier (IXC).
The IXC routes the calls to the company’s Automatic Call Distributor (ACD) system through a
PBX. Because the dialed number is toll-free for the caller, the IXC bills the company for any
long-distance charges, in addition to the leasing charges for the 800 service.
Example of using MultiVoice and local 800 service
Figure 1-7 illustrates how a company can use MultiVoice devices and local 800 service.
Figure 1-7. Using MultiVoice and local 800 service
Instead of leasing traditional 800 service, the company leases local 800 service in San
Francisco and Los Angeles. Each local PSTN routes local 800 calls to a local MultiVoice
Gateway, which forwards them to the customer service site in New York.
InterExchange
Carrier
New York
San Francisco
Local PSTN
PBX
Local PSTN
Los Angeles
Local PSTN
Customer Service
ACD System
New York
San Francisco
Local PSTN
PBX
Los Angeles
Local PSTN
Customer Service
ACD System
MultiVoice
Gateway
Gatekeeper
Local PSTN
MultiVoice
Gateway
MultiVoice
Gateway
IP Network
