august 3-4, 2004 san jose, ca methods for building customer confidence in voip systems richard...
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August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Methods for building customer confidence in VoIP Systems
Richard Whitehead
CTO, Clarus Systems, Inc.
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Agenda
• Customer Confidence
• What kinds of apps are being developed?
• Architectural Considerations
• What APIs to use?
• Verify What You’ve Built
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Customer Confidence
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Customer Confidence
• IP Telephony is “new”
• Perceived reliability of TDM is extremely high
• Telephone systems are “mission critical”
• PBX based applications increase NPV
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Good News
• VoIP Equipment has a head start…
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
What Kind Of Apps?
• Telephony– Basic calling features
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Market data: IP Telephony ‘gaps’
Source: Sage Research, Cisco Systems (2/03)
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
What Kind Of Apps?
• Telephony– Basic calling features– “Gap closers”
• Basic Productivity Apps– Directories, Paging etc.
• Major Business Applications– Hospitality– Hospitals
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Steps to confidence
• Plan for acceptance– Prove it does what you said
• Prove it works– Basic Functionality– Performance
• And when it breaks…– Prove you know why
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Acceptance Planning
• Define Tests• Articulate the
Successful Outcome that will serve as criterion for engagement completion
• Perform Tests– Dialtone– Dial Plan– Call Completion– “Features”– Applications
• Utilize Test Automation tools to speed and document processSource: Customer Advocacy, Cisco Systems, Inc.
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Acceptance & Certification
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Management Solutions - Server
• Systems Instrumentation– Syslog/Perfmon
• Requires discipline & structure
– SNMP / WEBM / DMI• MSFT “Back Office”
• Ubiquitous– Cheap– De-facto
• Limited “Visibility”– Much of the value in interpretation
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Management Solutions - App
• Application Instrumentation– Syslog/Perfmon
• Needs supporting apps
– Proprietary Logs/Proprietary API• Can use XML!*
– DTMF Schema?• PBX yes, but apps?
• Passive– High Performance– Comprehensive
• Inconsistent
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
*XML API ExamplePOST /CCMApi/AXL/V1/soapisapi.dllHost: axl.myhost.com:80Accept: text/*Authorization: Basic bGFycnk6Y3VybHkgYW5kIG1vZQ==Content-type: text/xml Content-length: 613<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2000/10/XMLSchema-instance" xmlns:xsd="http://www.w3.org/1999/XMLSchema"> <SOAP-ENV:Body> <axl:getPhone xmlns:axl="http://www.cisco.com/AXL/1.0" xsi:schemaLocation="http://www.cisco.com/AXL/1.0 http://gkar.cisco.com/schema/axlsoap.xsd" xsi:type="XRequest" sequence="1234"> <phoneName>SEP222222222245</phoneName> </axl:getPhone> </SOAP-ENV:Body></SOAP-ENV:Envelope>
POST /CCMApi/AXL/V1/soapisapi.dllHost: axl.myhost.com:80Accept: text/*Authorization: Basic bGFycnk6Y3VybHkgYW5kIG1vZQ==Content-type: text/xml Content-length: 613<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2000/10/XMLSchema-instance" xmlns:xsd="http://www.w3.org/1999/XMLSchema"> <SOAP-ENV:Body> <axl:getPhone xmlns:axl="http://www.cisco.com/AXL/1.0" xsi:schemaLocation="http://www.cisco.com/AXL/1.0 http://gkar.cisco.com/schema/axlsoap.xsd" xsi:type="XRequest" sequence="1234"> <phoneName>SEP222222222245</phoneName> </axl:getPhone> </SOAP-ENV:Body></SOAP-ENV:Envelope>
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Application Test Solutions
• Active Test– Synthetic Transactions– Proactive Availability
• Good for “confidence”
• Established Discipline– Recommend Best Practices– Provide for “dummy” resources
• Complex
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Application Test Solutions
PBXV-Mail
Application
ParameterParameterParameterParameter
ParameterParameter
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
PSTN
Pro-active Quality Testing
ClarusIPCOff-net
AccessTandem
1NPA nxx xxxxxx.xxx.xxx.xxx
PVG
TerminatingNetworks(LEC, …)
END USER
Call Control
TCP/IP
TCP/IPwith
H.323 or other
RTP/UDP
IP TransportLAN or WAN
RTP
xx.xxx.xxx.xxx1NPA nxx xxxx
ClarusIPC
Call Control
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
PSTN
PSTN
PSTN
PSTN
IP WANIP WAN
End-to-End Communications
Clarus CNHF
Test Engine
Test EngineTest Engine
Test Engine
UI Server(Tomcat)
Clarus CNHF
Test Engine
H-VQE
VSM
VQEVQE
HTTP(S)+ “Out-of-band” Control
HTTP(S)+ “Out-of-band” Control
*Waveform+ “In-band” ControlWaveform+ “In-band” Control*
Clarus Systems, Inc. Patent Pending
Clarus Systems, Inc. Patent Pending*
H-VQE
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Throw and catch
Throw CatchLoad Testing Performance Parameters
Application Logs
System Logs/Counters
Application Functionality Expected Result
Application Logs
Call initiation
Call Generation Call Terminaltion
Application Logs
… …
August 3-4, 2004 • San Jose, CA • www.voipdeveloper.com
Summary
Thank you!
Richard WhiteheadChief Technology Officer
T 415.543.5223M 415.823.1556
50 First Street Suite 509San Francisco, CA 94105