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Core Communications




And it’s not one PBX; it’s 5,000 PBXs.

And it’s not just about the PBX. It is a

distributed call center that must handle

millions of calls every day.

Just a few years ago, Deppon’s op-

erations were based on legacy TDM tele-

com. The company knew that it had to

soon make the switch to all-IP telephony

but wanted to fully benefit from the func-

tional advantages offered by IP telephony

in addition to the dramatic cost savings.

There were some considerations

that had to be taken into account.

For example, unlike the habit of U.S.

consumers who go online first, Dep-

pon’s customers still prefer to pick up

the phone and call to track their pack-

age, which translates into hundreds

of thousands of calls every day just

for tracking inquiries. And since China

is a country of 1.3 billion people, and

more than 23 provinces, the call center

agents must handle the languages spoken

by its 56 recognized ethnic groups – not a

one-size-fits-all situation.

For Deppon, dramatic improve-

ments in the caller experience was a

top consideration. This meant a smooth

transition from TDM to IP was (and is)

essential. And despite its enormous size,

the system must support personalized

customer service.

Other requirements included simplified

toll-free intra-company communications,

cost-effective fax, and the system had to

be easy-to-install and maintain.

The enormity and diversity of this com-

munications problem suggested that a

fully distributed system was required to al-

low regional differences and languages to

be supported. This decision then spawned

additional requirements, including cloud-

based management of the entire system

was deemed essential. The offices had to

be capable of being easily integrated for

intra-enterprise communications and man-

agement, and support for mobile users

must be included.

Since the total requirement is for 5,000

call centers, call-center features are critical:

• Call pop-up

• Group pick-up

• Call queuing

• Agent assignment by manager

• Agent binding for repeat callers

• Call logging

• Call recording/playback

• Call-detail recording


The selected solution is shown in the

diagram below. The central element is ei-

ther the OM20 or OM50 PBX by New Rock

Technologies and NetGen Communica-

tions. These products are known for their

ideal feature profile with exceptionally low

prices and high capacities for the price.

Note that the PBXs are the core ele-

ments of the system, with the surrounding

software all included, effectively making it a

part of the PBX core features. And, if that’s

not enough, the PBXs all have a no-charge

REST API, allowing the value-adding chan-

nel or end user to add unique and propri-

etary value such as, for example, support

for VXML or access of Web Services. In this

case, Deppon uses the unit’s XML interface

for configuration and problem resolution.

Deppon’s multi-location deployment case study


hat can a $550 MSRP PBX do for a logistics

company with 6,000 operational facilities,

10,000 retail locations and 120,000

employees? The company is Deppon Logistics,

Ltd., Shanghai, one of the largest logistics

companies in China.

A PBX System of






May - June, 2017