Remote Workers Without the Hassle

Jeff Johnson – Avaya

Dwight Reifsnyder - NACR

Session 446

VPN aka The Old Way

VPN

• Companies are moving away from VPN– Don’t want the extra servers– Connect to email and IM without using a VPN

so they want to do voice without VPN as well

• Frequently changing passwords– Most companies require that the user password

expire between 30 and 90 days so the user must change their VPN password on the hard phone as well

VPN vs. QOS

• Lower voice quality– RTP flows pass through

additional servers where bandwidth and latency issues are more likely to appear

– VPN overhead increases bandwidth requirements

What is Remote Worker

Remote Worker Locations

• Works from home every day• Works from home occasionally• Works from home in an emergency• Works while at a customer• Works while roving• Works at a remote office

Remote Worker Roles

• Office Worker• Roving Worker• Agent (not covered in this presentation)

Remote Worker Devices

• Hard Phone• Avaya Communicator

– Soft Phone on work PC– Soft Phone on personal PC– Smart Phone– Tablet (iPad)

Remote Worker Use Cases

Remote Worker at Home Every Day

• SIP Hard Phone and Smart Phone• Work from home and on a conference call

– but Barkley needs his walk now• Pick up call on smart phone VOIP mode• Seamless transition

– WiFi to Cellular data– And then back again

Remote Worker at Home Occasionally

• Softphone on work laptop with no VPN– Email and IM connect externally

• Sit on back deck, enjoy the view, and still get all of your work done

Remote Worker at Home in an Emergency

• Softphone on personal PC computer

• Some days you have to work from home when it is unexpected

Remote Worker While at a Customer

• iPad tablet• At a customer, but they

are running late and you have to sit in a conference room and wait, so you make a few calls from your tablet

Remote Worker While Roving

• Smart phone• While walking the city

streets you can send and receive phone calls

Remote Worker at a Remote Office

• Smart phone as back up device

• Instead of a gateway use the smart phone and cellular data as a backup strategy

SIP, AST, and PPM

Background – What is SIP

• Internet Engineering Task Force (IETF) RFC 3261

• SIP supports five facets of multimedia communications– User location– User Availability– User capabilities– Session setup– Session management

What Does SIP Do?

• Sessions (Audio, Video, IM, etc.)– Call Control– Media

http://blogs.technet.com/b/isablog/archive/2009/10/21/forefront-tmg-is-sip-aware.aspx

SIP Telephony Features (SIP 19)Endpoint-

based

feature

s

•Call Hold•Consultation Hold•Music on Hold•Transfer (Attended, Unattended, Instant Messaging)•Conference (3rd party added, 3rd party joins)•Click to Dial•Automatic Redial•Call Park

Server-based

feature

s

•Call Management (Incoming and Outgoing)•Find Me•Call Forwarding (Unconditional, Busy, No Answer)•Call Pickup•Message Waiting Indication (MWI) – RFC 3842

Standard Based vs. Proprietary

• How do you add proprietaryfeatures to a standard?

• Microsoft –– Embrace– Extend– Extinguish

Adding Features to SIP

• AST – Advanced SIP Telephony

• Full Compliance

• Subscribe, Notify, Publish

AST Phones Provide More

• Personalization through HTTP and XML– Features– Favorites– Customization

SIP 19 Registration

• 4 messages (registration / authentication)

AST Phone Registration

AST Phone Configuration

• PPM via HTTP using XML and SOAP

Multi Device Access and Dual Registration

Multi Device Access

• SIP Phones only• 1 to 10 simultaneous

devices• 2 or 3 is most common• Uses registration

capacity in Session Manager

Multi Device Access

• Simultaneous device threshold handling– Drop oldest connection (recommended)– Not allow new connections until other

connections have dropped

Dual Registration

• H.323 with SIP Phones• 1 H.323 device

– Desk phone matches other hard phones for firmware management

• 1 to 10 SIP devices– For additional devices

Split DNS

• Use FQDN on the phone application• Internally resolves to Session Manager• Externally resolves to Session Border

Controller

Remote Worker Architecture

What You Don’t Need

• Dedicated voice circuit ( “SIP trunk”)• SIP Trunking carrier

Plain Old Telephone Service

TCP

Sample Production Architecture

• Avaya SBCE w/ RW Licensing• Internet Connectivity• Public IP Address (or two for HTTPS)• SIP Clients• Programming and Configuration• 3rd Party Security Certificates

SBCE: Remote Worker Overview

Remote Worker are external to the Enterprise firewall Avaya Session Border Controller for Enterprise

− Authenticate SIP-based users/clients to the enterprise

− Securely proxy registrations and client device provisioning

− Securely manage communications without requiring a VPN

Firew

all

InternetEnterprise

Avaya SBCE

DMZ

Firew

all

Remote Workers

Carrier

SIP Endpoints

3rd Party SIP(Call Manager, Fax, etc)

SBC – Trunking

Experience PortalMessaging

Communication Manager

H.323 Endpoints

Components, Signaling, Media

SBCE – RW

Session Manager

Carrier

SSignaling Path SMedia Path

SIP Endpoints

3rd Party SIP(Call Manager, Fax, etc)

SBC – Trunking

Experience PortalMessaging

Communication Manager

H.323 Endpoints

Internet

Budget POC

• Virtual SBCE w/ 30 day trial license• Internet Connectivity• Public IP Address (or two for HTTPS)• SIP Clients• Programming and Configuration• Avaya Demo Security Certificates

Please complete your evaluations

Session 446