Are Open Source Phone Systems Possible?Kent Brooks, IT DirectorDon Lewis, Computer Systems Technician

#edu14@educause

● Converge three (3) phone systems to one (1)

● Standardize campus handsets

● Drive recurring costs near zero

Objectives: ● Upgrade & improve voice /communication capabilities

● Obtain greatest value for initial investment

Final Tally:● 596 Voice

● 152

Analog ● Fax● Elevator● HVAC● Security

3 Phone Systems

2011: Out with Old……...…In with the NewIn 2011 discussions were taking place on the direction Casper College should move with the campus phone systems.

The only sure thing was the time had come to scrap our analog Avaya phone System and we should move toward a Unified Communications platform.

The existing infrastructure was an aging Avaya system with approximately 700 phones and a 92 phone Cisco Callmanager Express Voice over Internet Protocol (VoIP) system. The systems did not play well together and did not allow full utilization of functionality for either system. Originally the CME was deployed and it was assumed a Cisco expansion was to follow.

The Problem...the Cost

As we began evaluating the cost we were going to have to take one of the following steps:

1) Ask for more money to accelerate the change2) Phase the costs in over a 3-4 year period3) Look at other alternatives

To Cisco or Not to Cisco… That was the questionIt was really hard not going with Cisco. We run Cisco Networking gear and a small Cisco presence had been deployed on campus, but when we looked at costs related to expanding the Cisco Callmanager Express which was currently residing on campus we knew the Callmanager Express solution would have to be discarded and replaced regardless of the final solution, as that Cisco CME solution would not scale to handle our entire campus.

Moving to a Cisco solution would have required 3 tiers of licensing for 1) Phones 2) Voicemail boxes 3) Messaging Services including Jabber & Voice to email

Additionally, to get the level of service we wanted with a Cisco solution we would have to acquire extras:

● Attendant Console/ Switchboard = Extra cost ● Voice Recording = Extra cost ● Agent / Call Center CCX = Extra cost ● Hardware = Extra cost Note: Cannot virtualize. Have to use Cisco’s UCS Chassis

thus the requirement for additional hardware.

VS.

The AlternativeAs our discussions continued into the fall of 2012 we decided to test another solution. We installed Digium Switchvox software on existing server hardware in a virtual environment and integrated it so that it work with our other two existing systems. Digium Switchvox is the commercially supported version of the open source Asterisk Phone System. Although not encouraged by Digium the virtualized solution was supported by a Digium reseller and thus would provide us a level of support to make us feel comfortable moving this direction. With a successful pilot of the Digium product underway following objectives of this VoIP project were identified:

● Converge three (3) phone systems to one (1)● Standardize handsets across campus● Upgrade and improve our voice communication capabilities● Obtain the greatest value for our initial investment● Drive our recurring costs to near zero

Proposed CiscoAvaya and Cisco2012

Digium Solution

If our user culture was different we could have used softphones for all the 700ish phones and our cost have been price at about $50,000 total.

Digium Full Featured at one price:Interactive Voice Response

Call Ques - Help Desk, Business Office, Enrollment Services

Voicemail - Over the phone, email, web and App

Reporting - Per Line and System wide

Web Interface - User Level and Administrative

Android and iOS App - Directory, Voicemail, Calling

Programmable features - Greetings, Ring Options, call pickups

Standard Desktop Phone Digium D70

100 number speed dial

Three way Conference calling

Voice mail integration

Searchable contact list

Configurable from the phone or the Web

Benefits:• Unified Communications features such as voice mail being pushed to email• Fast Forward and Rewind Voice Mail (I have heard multiple end users react positively to this

one)• Status Buttons allow you to look and see if someone is on the phone• User Level Web Interface for configuration and a full featured switchboardfree and accessible

to all• Automated Accounting: No account codes, access or trunk number to get to the outside. • Users can now redial long distance calls• There is a smartphone app which allows:

– Access to Campus phone directory– Make calls look like it is coming from your office phone rather than personal cell phone– Access Voice Mail– Change Greeting and Status through the App

• IVR’s are a standard feature• Intercom System for library was a cheap add vs. purchasing a separate new system • Will supplement our Emergency Notification System options

Things to Remember

Commercial Support is KeyA key influence in choosing a commercially supported approach for a project this size was a successful deployment at Sam Houston State University of 6000 VoIP phones running Asterisk which turned into a failed deployment in 2009. After the deployment they were forced to move back to a proprietary Cisco solutions they lost key staff with Asterisk specific knowledge. Losing those key staff who were instrumental to the 2006 deployment was key in failed deployment.

Things to Remember ● You should have a strong POE network environment to make this work● You need solid server hardware to install the virtualized environment.I wanted to do the virtualized

environment based on my experience deploying a 250 phone system at a previous institution. In my opinion the Digium appliance hardware is a little underpowered. In the previous case, for example, we immediately had to upgrade memory. I guess the lesson if you are using appliances take whatever the recommended specification is and bump that specification. Following the successful install of the Digium software on existing hardware in the spring of 2013, we began with a test of approximately 20 phones within the IT department. The VoIP software itself runs in a VMware virtual environment on existing HP c7000 blade hardware consisting of g8 bl460c blades and virtual connect switches. The storage for this environment is the Lefthand p4000 series SAN. Although the software version of Switchvox is not supported directly by Digium, it is supported through NP Information Systems who is part of the Digium reseller network. This was another strategic risk we were willing to assume.

● If transitioning with multiple systems simultaneously, differences in systems can create extra troubleshooting challenges.

So is it Possible….

● Yes…○ If you're broke you can still upgrade your phones○ It’s a feature rich system even if you're not broke○ Your organizational culture must be right○ Commercial support can ensure long term success

Are there other alternatives to explore….

● Yes…○ Yate: http://yate.null.ro

○ CallWeaver: http://www.callweaver.org

○ FreeSwitch: http://www.freeswitch.org

○ SipXecs: http://www.freeswitch.org

○ Starfish PBX: http://www.starfish-pbx.org/

○ OpenVBX: http://www.openvbx.org/

Additional Resources:

Casper College VoIP

Phone Learning Center Web Site:

http://goo.gl/fYScEK

Blog Posts Related to this project :

http://goo.gl/hNqTh3

For More Info:Kent Brooks

@kentbrooks

kbrooks@caspercollege.edu

Don Lewis

dlewis@caspercollege.edu