Flexible Routing

AND Charging

Customer Service being Enterprises Number one advantage and key differentiator, enterprises
are looking for associated flexibility to develop customer contact services adapted to their needs
and to measure customer satisfaction, so that each incoming call will be a new opportunity to
win a new customer and grow enterprises business.
The Alcatel-Lucent Flexible Routing and Charging product (FRC) provides such a solution, combining
800 Service Telephony and Web application in order to develop customer-centric applications. It
is part of the Alcatel-Lucent Advanced Business Communications solution which provides a set of
communication services that operators can offer to their enterprise customers.

PRODUCT OVErVIEW
Alcatel-Lucent decided to accompany its customers in their legacy network modernization,
with all the necessary modification on the FRC product and consequences into the long-term
product roadmap.
With a clear role separation with the IMS session control layer to provide voice and video
800 calls handling, a full integration with Alcatel-Lucent Media Resource Function to offer
advanced user interactions and a Web Application Server to host web services for both
service provider, resellers and customers web-users, the evolution towards the IP Multimedia
Subsystem (IMS) architecture has conferred to the product a unique added value on the
toll-free and colored numbers market.

SOAP

SERVICE
LAYER
FRC
application server

FRC web
application server

SIP (ISC)

End-user
provisioning

SOAP
SESSION
CONTROL
LAYER

SIP (MSML)

MRF
audio and video server

S-CSCF
session manager

CONNECTIVITY
LAYER

O&M

Meter
PSTN
network

PLMN
network

IP
network

FRC supports both traditional non-geographical number services (toll-free/freephone,

universal access, premium rate) and associated charging models (reverse charging, shared
cost, shared revenue) and innovative services that are proven revenue generators such as:
Network Interactive Voice and Video service allowing customers to have an automated
system to define their custom vocal information services. With IP adoption they will be
also able to replace vocal announcements by video announcements,
Network based Contact center service allowing to combine FRC network front-door with
Genesys agents skills based routing,
Voice, Video & SMS voting service allowing callers to vote for their choices using dual tone
multi-frequency (DTMF) or sending an SMS,
Internet callback service enabling callers to initiate a call to an enterprise by simply
clicking a link on the enterprises website etc.
The browser based and secured FRC Customer Web Interface (CWI), provides an easy
and quickly tool allowing the customers to manage on-line their inbound calls from any
computer and with abstraction of the network layer:

FRC Web Interface also provides an on-line statistics service allowing enterprises to
analyze their inbound call traffic and support decision-making. Various reports are available (successful call rates, average call durations and call origin analysis etc.). They can be
downloaded in PDF or Excel format or periodically sent (daily, weekly...) to a designated
email address.
Reports can be retrieved for a given time period, for a given Service Access Number or
group Service Access Numbers, for a particular destination or line hunting group etc.

Flexible Routing and Charging

Alcatel-Lucent Data sheet

Benefits for service providers

Protects Intelligent Network (IN) infrastructure investments, capitalizing on the existing
infrastructure while enabling a migration path to new services and IP Multimedia
Subsystem (IMS)-ready architectures
Meets worldwide 800/900 toll-free/colored numbers market requirements
Allows to market the customer contact service adapted to enterprises needs (smart
customer profiling tool)
Provides a cost-efficient large-scale solution for multi-national companies
Reduced OPEX: enterprises can alter routing plans independently of the service provider.
Integrates with Genesys framework to create an industry-leading, managed customercontact solution offering highly valued services to the enterprise

KEY FEATURES
Feature

Short Description

Multi-Network

S
 upports services simultaneously in the IN and IMS domains, using the same platform and the
same application for both

Multi-countries

The same FRC software can cover multiple coutries, timezones and languages.

Multi-resellers

The features can be sold and managed by MVNO via the Customer Web Interface (CWI)

Service Provider features

A
 suite of features intended for Service Provider only, e.g price announcement, 800 number
portability check, 800 number call limiters, Screening tree etc.

Customer pre-routing features

A
 suite of features intended for Customer and manageable per Service Access Number (SAN)
via the customer web interface (CWI).
T
 hese features are executed before the routing strategy execution, e.g. black&white list,
restriction on mobile calls, restriction on international calls, payphone restriction, PIN access
permission, welcome announcement etc.

Customer routing features

A suite of features intended for Customer and manageable per Service Access Number (SAN)
or for a group of SANs via the customer web interface (CWI).
It provides a flexible control of routing strategies and business logic: the enterprise can create
its own routing tree including of large set of routing criterias such as Origin based routing,
mobile origin based, percentage based, calendar based, day of week based, time on day based,
caller list based, callers choice (DTMF) based, quota based, call limiter based, network event
based (busy, no answer, timeout,) etc.
The routing tree activation can be immediate or scheduled.
The Disaster recovery feature also allows enterprise to prepare a fall-back routing scenario
and to activate it through the CWI or remotely via a Telephony User Interface (DMTF).

Customer post-routing features

A suite of features intended for Customer and manageable per Service Access Number (SAN)
via the customer web interface (CWI).
These features are executed during the routing strategy execution, e.g. call queuing, hunt
group distribution (sequential, cyclic and parallel)

Televoting features

A suite of features intended for Customer and manageable per Service Access Number (SAN)
via the customer web interface (CWI).
These features enable to suit various businesses by offering the possibility to organize various
kinds of events like opinion poll, live games, charity programs, fund raising programs, by
phone or SMS.
Televoting Service allows the customer to know the number of calls that have been placed to
voting numbers during their programming. The voting event can also be programmed to define
the conditions to win, e.g. Nth caller and to route the winner call(s) to a live operator.

Vocal and video announcements

A suite of features intended for Service Provider and Customers and manageable via the
customer web interface (CWI).
This feature allows the Service Provider (respectively Customers) to upload the service
annoucements (respectively customized annoucements ) to the Alcatel-Lucent MRF.
It supports both vocal and video file announcements upload.

Reporting

Statistical report are available on line or can be sent periodically by mails.

Charging

CDRs are generated for every calls for off-line processing

Flexible Routing and Charging

Alcatel-Lucent Data sheet

Technical specifications
Platform
OSP baseline

HP DL380 hardware running on Linux OS

Interfaces
IP Multimedia Subsystem (IMS): Session Initiation Protocol (SIP-ISC) and Media Server
Markup Language (MSML)
2G/3G Mobile: Customized Applications for Mobile network Enhanced Logic (CAMEL) and
Short Message Peer-to-Peer Protocol (SMPP)
Legacy: Intelligent Network Capability Set 1 (INCS1)
Operations And Maintenance (OAM) interfaces:
Simple Object Access Protocol (SOAP) for Customer Web Interface or when interfacing
the Service Provider Information System
File transfer protocol (FTP) for call detail record (CDR) transfer
Simple Network Management Protocol (SNMP) for alarms and events
Internal interface (Default Password Enumeration [DPE]) for direct number portability
query towards convergent number portability (cNP) OSP application
Transaction capability application part (CCS7) (TCAP) over TCP-IP for Genesys integration
Hypertext Transfer Protocol (HTTP) for Internet call-back

Supported Network elements

IMS: interfaces Alcatel-Lucent IP Session Controller (ISC) for voice and video session
control and Media Resource Function (MRF) for vocal and video user interactions. Other
IMS equipment manufacturer on request
NGN: interfaces Alcatel-Lucent Wireless Call Server (WCS) and Media Gateway Controller
(MGC-10). Other NGN equipment manufacturer (OEM) on request
Legacy: interfaces Alcatel-Lucent Service Switching Point (SSP) for call handling
and Specialized Resource Point (SRP) for user interactions. Other legacy equipment
manufacturer (OEM) on request

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Copyright 2011 Alcatel-Lucent. All rights reserved. M201110975 (October)