Matrix VoIP Gateway Enhances Emergency Call Management

Client, a prominent regional R&D institution under MeitY, plays a crucial role in advancing India's technological landscape. With a focus on IT, electronics, and related sectors, the organization leads in cutting-edge research, driving innovation to meet global trends and market needs.

As a key player in high-end R&D, they have been pivotal in propelling India’s IT revolution, consistently expanding their expertise in emerging technologies. They utilize their knowledge and creativity to develop IT solutions across various industries, working closely with MeitY, funding agencies, partners, and key stakeholders.

Requirements

The project involved managing a defined volume of emergency calls per hour by directing those made to 112 to agents handling state-specific emergency services.

Matrix's role was to deliver a VoIP PRI gateway solution that provided VoIP capabilities to a third-party server. Crucially, these functionalities needed to be implemented across various locations. The client’s needs can be outlined as follows:

• Manage a minimum of 50,000 calls: The system must be equipped to handle at least 50,000 emergency calls every hour.
• Direct calls to state-specific agents: When the global emergency number 112 is dialed, calls should be directed to agents overseeing emergency services for the respective states.
• Integrate with third-party systems: The agents will work on a third-party server, which must be seamlessly connected to the Matrix GENX system via SIP trunking.

Solution

In collaboration with Consulttech, Matrix developed a solution that significantly enhanced the organization's operations by optimizing call routing. The core of the solution involved offering a VoIP PRI gateway, enabling seamless PRI to VoIP conversion. The essential features of this solution are as follows:

• Multi-location setup: The system covers various locations, each outfitted with a Matrix GENX system that connects to the ISP's PRI lines.
• PRI to VoIP conversion: At every site, Matrix GENX converts incoming calls from PRI lines into VoIP (Voice over Internet Protocol).
• Emergency call routing: When a user dials 112, the call is routed through the ISP’s PRI lines to the Matrix Gateways, where the media is converted from PRI to VoIP and passed to the Automatic Call Distributor (ACD) server.
• Centralized ACD server: All VoIP calls are funneled into a central ACD server for efficient distribution.
• Agent call distribution: The ACD server directs the incoming calls to available agents who are ready to respond.
• Scalable solution: Up to 28 locations can be connected to the central ACD server, allowing the system to handle a high volume of calls simultaneously.

Results

The solution enabled the organization to connect various locations into one unified communication system through the use of a VoIP PRI gateway. This improved the system's ability to manage thousands of calls per hour while significantly reducing call drops. The specifics of the solution are as follows:

• Multi-site implementation: The project was deployed across multiple locations in cities throughout Kerala, establishing a seamless communication network.
• Increased call handling capacity: Each site is capable of managing between 26,000 to 30,000 calls per hour.
• Significant decrease in call drops: The system efficiently handled large call volumes, resulting in almost no dropped calls.

Matrix’s VoIP PRI gateway allowed the organization to integrate multiple locations across the state into a unified communication system. With the ability to manage high call volumes, the solution significantly minimized call drops.