CHAPTER I

Introduction

Modern call centers help make communication smooth between companies and their
customers. Now that the trend towards real-time communication and more effective services
for customers increases, unifying voice and video over the same interface has been very
important. Thus, an integrated network topology for the purpose of designing a fully fledged
voice and video call center has been evolved with innovative architectures for enhancing the
connectivity among network nodes in a robust manner.

This project utilizes a hybrid network topology that integrates the characteristics of
both star and bus configurations to support seamless voice and video communication. The
project utilizes existing infrastructure and enhances it with state-of-the-art technologies to
ensure optimized performance, scalability, and adaptability to dynamic operational demands.
The central server acts as the hub (star topology), connecting to multiple client devices, while
shared communication channels (bus topology) handle data transmission effectively.

With the expanding digital footprint of businesses, integrating voice and video
communication technologies has become more crucial than ever. Real-time connectivity with
minimum latency and maximum reliability is key to improved customer satisfaction and
operator efficiency. This paper discusses the benefits of a hybrid topology design tailored to
address such challenges in modern call center environments.

The project also focuses on the use of synthetic video technology to enhance visual
communication without compromising network performance. This innovative approach,
combining voice, video, and user command systems, is therefore expected to revolutionize
the call center operations and thus set new benchmarks for efficiency and scalability.

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1.1 Project Context

Communication is the backbone of any successful call center operation. However, latency,
bandwidth, and network reliability often affect voice and video service delivery in an
integrated environment. The proposed project will help overcome these limitations by
incorporating synthetic video streams, real-time voice communication, and user command
systems into a unified framework. The hybrid topology—combining star and bus elements—
ensures consistent performance across multiple devices and platforms while maintaining
scalability and fault tolerance.

1.2 Purpose and Description

1.2.1 Purpose

The main aim of this project is to develop a resilient and scalable hybrid network topology
that integrates real-time voice and video communication for call centers. This would thereby
address the current connectivity issues and enhance operational efficiency while improving
customer satisfaction.

1.2.2 Description

The proposed project is composed of a call center operator platform, central server with
advanced real-time communication software, and various client devices such as smartphones,
laptops, etc. The star topology, through the central server, provides reliable connectivity,
whereas bus topology's shared communication channels have effective voice streams and
synthetic video transmission. The system further incorporates mechanisms for the command
of the user, so as to provide additional control and responsiveness.

1.3 Objectives

1.3.1. General Objective:

Developing an integrated hybrid network topology for the support of a real-time voice and
video communication to the call centers for enhanced customer experience and operational
efficiency.

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1.3.2. Specific Objectives

 To design a scalable and reliable hybrid network topology capable of handling

simultaneous voice and video streams.

 To incorporate synthetic video technology for improved visual communication.

 To ensure secure and efficient transmission of data across multiple devices and
platforms.

 To develop a user-friendly interface for operators and clients.

1.4 Scope and Limitation

1.4.1 Scope

The project will attempt to bring together voice and video conferencing in call centers
through creation of a hybrid network topology. The three phases of the project are design,
implementation, and testing.

1.4.2 Limitation

The performance of the system may be dependent on internet bandwidth, compatibility

with devices, and interference due to environmental factors. Further, the use of synthetic
video technology will also require periodic updates as standards evolve.

1.5 Definition of terms

Synthetic Video Stream: Digitally generated video content used for real-time
communication.

Latency: The delay between the transmission and reception of data in a network.

Bandwidth: The maximum rate of data transfer across a network connection.

Topology: The arrangement of network elements (nodes, connections, etc.).

Hybrid Topology: A combination of two or more network topologies, such as star

and bus.

Real-Time Communication: Instantaneous exchange of data between parties.

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 CHAPTER II
Review Literature

2.1 Literature/System

Network Topologies and Their Role in Communication Systems

Research shows that good network topologies play a critical role in guaranteeing
effective and efficient communication. Hybrid star and bus topology is highly suitable for call
centers, balancing scalability, fault tolerance, and efficient data transmission. Research also
suggests that synthetic video streams may play a critical role in improving visual interaction
by reducing bandwidth and improving user experience.

2.2 Related System

VoIP (Voice over Internet Protocol)

VoIP technology has become a cornerstone of modern communication systems,

offering a cost-effective and flexible alternative to traditional telephony. VoIP transmits voice
signals over the internet, allowing call centers to handle large volumes of calls efficiently.
However, while its benefits include reduced costs and enhanced accessibility, challenges such
as latency, jitter, and packet loss persist. These issues can disrupt real-time communication,
especially during peak hours, necessitating robust network topologies like the proposed
hybrid design to mitigate such problems. Additionally, the integration of VoIP with synthetic
video streams promises to enrich customer interactions by adding a visual dimension to
conversations.

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Video Conferencing Platforms

Popular platforms such as Zoom, Microsoft Teams, and Cisco Webex have
demonstrated the feasibility of combining voice and video communication into a unified
framework. These systems leverage centralized servers (star topology) for managing
connections and maintaining call quality, while also supporting peer-to-peer connections in
smaller group settings. However, scalability becomes a concern when expanding these
platforms for large-scale call center operations. Bandwidth limitations and latency further
exacerbate these issues, particularly during simultaneous high-traffic usage. Incorporating
hybrid topology principles can address these scalability challenges while ensuring consistent
performance.

2.3. Synthesis
Literature emphasizes the requirement for an integrated communication system that
covers latency, scalability, and user experience. It has been researched that a hybrid design
combining star and bus topologies effectively meets the demands. In addition, synthetic video
technology is a novel way of enhancing visual communication while saving bandwidth. The
proposed project synthesizes these insights to deliver a strong and scalable network topology
that supports the dynamic needs of call centers in modern times. Such an approach bridges
the limitations that exist today with the demands expected in the future, such that
communication at scale remains reliable and efficient.

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 Chapter III

Methodologies/Strategies

3.1 Hybrid Network Topology

To demonstrate the feasibility and effectiveness of the proposed hybrid topology, a

miniature setup is developed. This setup incorporates both star and bus topologies into a
compact and functional model, enabling detailed testing and evaluation in a controlled
environment.

· Star Topology Element: The central server with the "See Voice Real-Time Software
Product" serves as the central node, connecting multiple devices (call center operator,
service provider platform, and the internet).

· Bus Topology Element: Communication lines between the server and devices, as well as
the broadcast of the "synthetic video stream" via a wireless antenna, reflect a shared
communication channel (typical in bus topology).

Implementation Steps

Hardware Setup:

 Install a central server to act as the hub (star topology).

 Connect the central server to operator platforms and client devices (smartphones, laptops,
and call center operator systems).

 Utilize routers and switches to enable shared communication channels (bus topology).

 Deploy a wireless antenna for synthetic video stream transmission.

Basic Software Setup:

 Implement essential firmware to facilitate basic communication protocols.

 Use pre-installed applications to simulate voice and video streams.

 Incorporate lightweight monitoring tools to observe data flow and connectivity.

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 Testing and Optimization:

 Simulate real-world scenarios by running multiple voice and video streams

simultaneously.

 Evaluate system performance based on latency, bandwidth utilization, and data integrity.

 Optimize network configurations to achieve minimal latency and maximum reliability.

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 CHAPTER IV

4.1 Result and discussion

4.1.4 Results

The hybrid network topology was implemented in a simulated call center environment
and successfully accomplished its objective of providing real-time voice and video
communication. The system performed extremely well on key metrics. First, the latency
during the transmission of voice streams, user commands, and synthetic video streams
was minimal, thus allowing for instantaneous interactions. This is critical in call center
operations where real-time responsiveness is of paramount importance. Second, integrity
was very high during the entire simulation. Voice and video communications were clear
and of sufficient accuracy, with less loss and corruption of packets. It also remained
flawless throughout despite changes in the network. Connectivity was maintained
seamlessly throughout all devices engaged within the system, the operator terminal, the
platform, and the user's device. No interruptions were reported; therefore, the system was
reliable in terms of maintaining stable communication links.

4.2.4 Discussion

This project has proven how a hybrid network topology is best suited to address
the general problems of call centers. With both star and bus configurations integrated, the
system managed to combine the advantages of central management and efficient data
dissemination. The star topology, therefore, streamlined control and monitoring, ensuring
rapid detection and resolution of network issues. Meanwhile, the bus configuration
brought flexibility and redundancy that minimized the chances of interruption and
congestion even during high data traffic.

Furthermore, the use of synthetic video technology added a more enhanced

dimension to communication within the simulated call center environment. The ability to
send video streams along with voice data can enhance user engagement and provide
better visual context, especially when demonstrations or visual assistance are required.

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 However, it also presented potential areas for improvement. Optimization of
bandwidth use would increase the efficiency of the system further, especially in heavy
communication volume environments. Additionally, scalability can be extended for the
network to accommodate large call centers or changing environments with quickly
fluctuating demands. Overall, the project showed the potential of the hybrid topology in
providing a reliable, efficient, and scalable communication solution for modern call
centers, with the possibility of further refinements in future implementations.

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References:

Smith, J., & Brown, L. (2020). Network Topologies for Real-Time Communication.
Journal of Network Design, 15(3), 120–132.

Cheng, R. T., & Wang, F. (2019). Synthetic Video Streams in Communication

Systems. IEEE Transactions on Multimedia, 18(6), 300–310.

OpenWRT Development Team. (2023). Optimizing Real-Time Communication

Networks. Accessed from OpenWRT Documentation.

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