IP shuffling is the ability to set up a call path between two
IP endpoints by
rerouting the voice channel away from the usual
TDM bus connection and creating a direct IP-to-IP connection. IP shuffling saves resources like TDM bus time slots and media channels and improve voice quality by eliminating unnecessary
codec
A codec is a computer hardware or software component that encodes or decodes a data stream or signal. ''Codec'' is a portmanteau of coder/decoder.
In electronic communications, an endec is a device that acts as both an encoder and a decoder o ...
conversions. To enable IP shuffling there must be at least one common codec between the two point-to-point IP endpoints.
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IP shuffling can take place not only inside of a system but also between multiple systems. This ability is particularly useful in a multi site call center environment where customer calls can be transferred from one person to another multiple times within the same transaction. IP shuffling will tear down each call leg and re-establish a
point-to-point connection with the new calling party each time the call gets transferred, saving valuable
system resource
In computing, a system resource, or simply resource, is any physical or virtual component of limited availability that is accessible to a computer. All connected devices and internal system components are resources. Virtual system resources in ...
s.
IP Shuffling across systems
IP shuffling is particularly useful in a multi
call center
A call centre (English in the Commonwealth of Nations, Commonwealth spelling) or call center (American English, American spelling; American and British English spelling differences#-re, -er, see spelling differences) is a managed capability th ...
environment. In this example, the customer establishes a call to a call center in
Berlin, Germany
Berlin ( ; ) is the capital and largest city of Germany, by both area and population. With 3.7 million inhabitants, it has the highest population within its city limits of any city in the European Union. The city is also one of the states of ...
.
# The caller is placed in a music queue as no
customer service
Customer service is the assistance and advice provided by a company to those who buy or use its products or services, either in person or remotely. Customer service is often practiced in a way that reflects the strategies and values of a firm, and ...
consultant is available at this time. While the customer is queuing, a service consultant becomes available in the Cape Town, South African call center.
# Should IP shuffling not be enabled, the call would be hair-pinning or tromboning through the Berlin call center to Cape Town, utilizing valuable Berlin media processing resources for the duration of the call.
# With IP shuffling enabled the call leg between the customer and the Berlin call center is torn down and a direct connection to the IP agent sitting in Cape Town is established using IP shuffling.
References
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Internet Protocol