ip telephony and voice over ip: a technology primer
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IP Telephony and Voice Over IP: A Technology Primer. Chris Duncan McMillan Binch LLP Director of Information Technology LawNet - August 26, 2004. Overview. McMillan Binch overview What is VoIP? Why do VoIP? Selling to firm/risk Cost/Cost savings Things to consider. Overview. - PowerPoint PPT PresentationTRANSCRIPT
IP Telephony and Voice Over IP:A Technology PrimerChris DuncanMcMillan Binch LLPDirector of Information Technology
LawNet - August 26, 2004
Overview
• McMillan Binch overview• What is VoIP?• Why do VoIP?• Selling to firm/risk• Cost/Cost savings• Things to consider
Overview
• Network preparation• Quality of service/security• Preparation for purchase• Cisco solution provides• Success/Failures• Demos (softphones/UM/CRM)
First Things First
• Let it be known that I am not a presenter, I am a techie
• Interrupt or ask questions at any time• This is not a sales pitch
McMillan Binch Overview• 155 Lawyers• 475 total staff• Single Toronto location• Recently moved to Cisco IP solution
replacing Rolm Model 50 9005• 525 phones (7960 Series)• Wifi 802.11a and 802.11g
guest/private networks throughout firm• Cisco CallManager with Unity Mail
What is VoIP?
CollaborationCalendar
Web Application
Instant Messaging
DATADATA
Video Conferencing
VIDEOVIDEO
Voice Messaging
TelephoneServices
VOICEVOICE
Audio Conferencing
What is VoIP?
Voice Messaging
Collaboration
Calendar
Video Conferencing
Web Application
Audio Conferencing
Instant Messaging
TelephoneServices
Why VoIP? Traditional PBX• Pros
Already in place No additional cost Provides dial tone Performs most required functions Stable, no “risk”
• Cons Development ceased Perception of “old” equipment Limited disaster recovery Limited new functions
Why VoIP? Hybrid• Pros
Already in place Add required functionality Add remote sites/mobility VoIP function for VoIP phones
• Cons Support two platforms Traditional/VoIP phones Possible limitations of switch
Why VoIP? VoIP• Pros
Full functionality More support options Toll cost savings Improved moves/adds/changes Less cabling Same network
• Cons Full UPG (cost) Same network New/Risk
Why VoIP for McMillan Binch?
• Support for existing product becoming difficult
• Ongoing costs and timing of moving existing equipment
• Limitations of current switch• Unified messaging capabilities• Required upgrade to existing
voicemail hard drive
Why VoIP for McMillan Binch?
• Fiber runs in new space, not copper• Could fully test new solution in new
space• Reduced cabling costs• Cost of moving existing switch
$185,107 CDN
Selling to the Firm/Risks
• Tough job, why should they spend huge dollars on risk?
• Dispel myths• Understand potential
cost/administration savings• One network to support• Mobility/Teleworker
Selling to the Firm/Risks
• Disaster recovery• Security• Include Management/Lawyers in
process• Document decision making process• Block all public accessible ports
(turning off switch)
Cost/Cost Savings
• Reduce management costs• Toll bypass• Simplified set up of remote locations• Move/add/changes• Lower cabling costs• Equipment comparable to traditional
PBX/phones
Cost/Cost Savings
• In house development• Remove 1FL lines• More support options/providers• Mobility/Teleworker gains
Network Preparations
• One cable network• Power Decisions
Adapter In-line power adaptor In-line powered switches
• UPS
Network Preparations
• Workstation UPS• Redundant switches/servers• Possible generator power• Copper line backup• Power all ports if possible
Quality of Service/Security
• Needs of layer 3 network (sub networks)
• QOS software to set packet privileges• Ensure proper IP address structure• Echoing expectations• Wide area link speeds• Phone quality
Quality of Service/Security
• More secure than copper• Can record “own” conversation
Preparation for Purchase
• Involve Management and Lawyers (provide options)
• RFI to vendors• RFP to suppliers• Document existing switch functions• Document how new VoIP solution can
provide functionality
Preparation for Purchase
• Ask vendor for options• 3rd party development• Upgradeability• Proven technology• Work in existing infrastructure?• Wifi needs?
Preparation for Purchase
• Call recording• Training
Preparation for Purchase
• Things to Consider Number of lines or phones Intercom needs Full duplex phones Soft keys Head set ready Inline power or powered (what
about power failures?)
Preparation for Purchase
• Things to Consider Profile editing Work with wifi network Conference ad hoc and scheduled Cost recovery Time synchronization Vendor support
Preparation for Purchase
• Things to Consider Not running phones/software on
PC’s dependant on power
Cisco Solution Provides
• Multiple phone options• Upgradeability• Proven technology• Technology leader• Works with existing infrastructure• XML development• Power over ethernet
Cisco Solution Provides
• Wide area support• Wifi integration• Soft phones• Unified messaging• Mobility• CRM integration
Cisco Solution Provides
• Disaster recovery options• Conferencing• Directory services• 3rd party cost recovery• Ease of use, minimal training• Excellent quality phone
Cisco Solution Provides:Clustering Over the WAN
• CallManager cluster across sites• Applications can be centralized or distributed• Single Point of Administration, Extension Mobility• Feature Transparency and Unified Dial Plan• Hardware, database and application resiliency• Dial plans and routing maximize PSTN connectivity and
minimize toll charged – internal and external
VoiceMail
Server
VoiceMail
Server
IP PhonesIP
Phones
SpaceSpaceSpaceSpaceTorontoToronto PhoenixPhoenix
CallManager cluster
DataTraffic
TorontoPhoenix
Router
IP WAN
PSTN
ISDN Backup
Voice Traffic Head OfficeBranch
Call Control TrafficCall Control Traffic
Cisco Solution Providers
• Cisco IP phones automatically reconfigure• Retain all basic features (DID, DOD, Call Hold,
Transfer, Speed Dial, Caller ID, Call Forward).• All calls now routed out local gateway• Automatically re-homes to CallManager when WAN
link returns
CallManagerCluster
Cisco Solution Provides:Directory Services• Corporate Directory• Missed, placed,
received calls• Client, personal
Directory• Fast Dials• 411• Billing and Client
codes
Cisco Solution Provides:Cisco Conference Connection• Audio conference
server with web-based scheduler
• Removed high costs of conferencing and collaboration
• Supports up to 100 ports
• Email internal and external attendees
Cisco Solution Provides:Phone Configuration – 99 Fast Dials
Cisco Solution Provides:Phone Configuration – User Experience
Cisco Solution Provides:What can I do with Cisco phones?
Instant Messaging
Class Registration
Room Service
Flight Schedule
Time Card
Account Codes
Inventory Check Interest Rates
Wake up Call Headline News
Outlook Integration
Employee Benefits
Employee Directory
Emergency Bulletin
Shipment Tracking
Advertising Purchase Requisitions Conference Manager
Unified Messaging Local Attractions
• Activate recording during the call• Keeps entire call in cache• Replay via web and email to colleagues• Affordable, scales from 1 phone upwards
Cisco Solution Provides
Successes/Failures• Huge success, everyone likes
phones/functions (comfort)• Some concerns on settings, timeouts,
cost recovery• Echo needed to be tweaked• Training almost not necessary• Love soft keys and directories• Love the Q.O.S. and clarity• Response on keys almost too quick
Demos
• Unified Messaging• Softphones• CRM Integration
Questions