Bridging Two Worlds

www.citel.com

Introduction to IP Telephony

Mike RobinsonCEO

www.citel.com

Bridging Two Worlds

www.citel.com

Agenda

What we’ll cover in this session:What is an IP PBX (and what isn’t)?What are the benefits?Hosted versus CPE

Considerations in choosing a solution

What we won’t cover in this session:Telling you what to buyTechnical details in depth (covered later)

Bridging Two Worlds

www.citel.com

What is an IP PBX?An IP PBX is a software application on a server.

The IP PBX application is the directory service and traffic controller between “endpoints”.

An endpoint can be a telephone (of many kinds), a gateway device (e.g. PSTN trunk gateways), or another application (such as voice mail).

Critical distinction -> the media stream (the voice) does not flow through an IP PBX.

Bridging Two Worlds

www.citel.com

What is an IP PBX?Trunk CardsStation Cards

Software

Media Network

TDM PBX

PSTNPSTNTrunks

TDM PBX 1010

Break it down! Specialize!Set the software free!

IPPBX

Trunk Gateway

Trunks

IP PBX Software(w/ Applications)

PSTNPSTN

LAN

1010

Station CardsHandset Gateway

Media Network

Bridging Two Worlds

www.citel.com

What isn’t an IP PBX?VoIP alone ≠ IP PBX

“PC PBX” (Cards in a Server) ≠ IP PBX

TDM PBX with IP Trunk Cards ≠ IP PBX

TDM PBX with IP Station Cards ≠ IP PBX

An IP PBX is a software application on a server.

Critical distinction -> the media stream (the voice) does not flow through an IP PBX.

Bridging Two Worlds

www.citel.com

Agenda

What we’ll cover in this session:What is an IP PBX (and what isn’t)?What are the benefits?Hosted versus CPE

Considerations in choosing a solution

What we won’t cover in this session:Telling you what to buyTechnical details in depth (covered later)

Bridging Two Worlds

www.citel.com

What are the benefits?

Lower operating cost

Scalability and disaster recovery

Geographic Flexibility

Next-generation features

Bridging Two Worlds

www.citel.com

What are the benefits?Lower Operating Cost

Cheap long distancePass calls over Internet or WAN between sitesRoute traffic over WAN to area of lowest ratesGet cheap LD from an IP carrier

Reduce number of business linesShare trunks among sites (or centralize them)Pay for a full T-1 plus 2 backup trunks per site (instead of 6 – 8 trunks per site)

Lower administration cost (esp. MAC)Web-based admin means less training costAllows remote admin and centralized adminEnables user self-admin

Bridging Two Worlds

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What are the benefits?Scalability and Disaster Recovery

Software is inherently more scalable!Not limited by cabinet size for lines and trunksMore devices can be added as neededNot limited by PBX processor capacityClustered servers can add scale (like web sites)

Mirrored servers can be miles apart Same technology used for WWW and FTPIf one server goes down, devices “scramble” to another server and overall service stays up

Bridging Two Worlds

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What are the benefits?Geographic Flexibility

No more 2500 foot limits on line lengthBoth signaling (“features”) and media (voice) are passed over IP at any distancePhones and other devices all over the city and around the world can work as a single networkSingle dialing plan, central admin, shared resources and applications, etc.

This enables several other benefitsCheap long distanceTelecommuter supportDisaster recoveryHosting becomes a viable option

Bridging Two Worlds

www.citel.com

What are the benefits?

Hold, Transfer, ConferenceMusic-on-hold, Paging, DNDCaller ID, MWI, Multiple Line AppearancesCall Forwarding, Bridged Lines, BLF

-- Traditional PBX Stuck Here

Dialtone Invented when? 1890’sMake Call, Take Call (DOD, DID) 1890’s – 1940’s

Call Logs, Directory DialingInstant Messaging Telecommuting, SimulRingComputer-Telephone Integration (CTI - a bundle)Unified Messaging (an application)

-- IP Telephony Enables These

Next-Generation Features

Bridging Two Worlds

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CTI

Make your PC and Phone work together:

- Click-to-Dial

- Call Logging

- Call Recording

- Incoming Call Pop

- Visual Call Control

+

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Unified Messaging

Single System for Voice, Fax & E-Mail

- See All Mail In One In-Box

- Listen to Voice Mail via PC

- Hear E-Mail via Phone

- Respond to Voice Mail w/ E-mail and vice versa (reduce call-backs!)

- Forward and Folder Voice Mail w/ E-Mail

Bridging Two Worlds

www.citel.com

Web-Based Administration

Open PBX Administration to Mere Mortals

- Reduce Training For PBX Admin

- Customer Self-Administration for MAC

- User Self-Administration (speed dial programming, call routing capabilities)

- Combined Admin of PBX, LAN, E-mail…

Bridging Two Worlds

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Telecommuter/Branch Support(a.k.a. “Voice VPN”)

Enable PBX stations to be deployed over IP WAN or Internet.

- Part or Full-Time Telecommuters

- Small Branch Office to Metro Hub

- Distributed Call Center

- Toll By-Pass

- Coordinated Dialing Plan

Bridging Two Worlds

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Eventually You’ll Want All These

- Computer-Telephone Integration (CTI)

- Unified Messaging

- Web Based Administration

- Telecommuter/Branch Office Support

You can do these on a TDM PBX, but I wouldn’t recommend it

Bridging Two Worlds

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Next-Gen Features on TDM

TDM PBX

What’s wrong withthis picture??

Do you think this will work?

WAN or

VPN

WAN or

VPN

IP

IP Trunk Adaptor

RAA

Branch PBX / KTS

AdminServer

PSTNPSTN

VoiceAdaptors

UM Server

CTIAdaptor

IP T. A.

Circuit Trunks

AdminLink

Remote Access

1010

Bridging Two Worlds

www.citel.com

Next-Gen Features in IP

Software can be spread across many devices. One company doesn’t have to make all the elements. Different elements can be placed anywhere.

PC Softphone from Microsoft, Handset Gateway from Citel, phones from new IP PBX vendor plus your old phones.

(A Handset Gateway converts your existing PBX telephones into IP phones without doing a LAN upgrade or buying new phones. Get the benefits of IP Telephony at $140/seat instead of $600.)

Trunk Gateway

Trunks

IP PBXPlusApplications

PSTNPSTN

LAN

LANWAN or

VPN

WAN or

VPN1010

1010

1010

1010

Bridging Two Worlds

www.citel.com

What are the benefits?

Lower operating cost

Scalability and disaster recovery

Geographic Flexibility

Next-generation features

These all stem from “setting the software free”

Compare the pace of PBX feature development to the pace of Internet feature development

An IP PBX is a software application on a server.

Bridging Two Worlds

www.citel.com

Agenda

What we’ll cover in this session:What is an IP PBX (and what isn’t)?What are the benefits?Hosted versus CPE

Considerations in choosing a solution

What we won’t cover in this session:Telling you what to buyTechnical details in depth (covered later)

Bridging Two Worlds

www.citel.com

IPPBX

Trunk Gateway

Trunks

IP PBX Software & Applications

PSTNPSTN

LAN

1010

Hosted versus CPE

IPCentrex

PSTNGateway

IP PBX Software & Applications

PSTNPSTN

LAN

1010

IP WANIP

WAN

CustomerService Provider

An IP PBX is a software application on a server. You can buy and operate the service yourself…Or you can “rent” service from a service provider

LAN

Bridging Two Worlds

www.citel.com

Hosted versus CPETraditional “Centrex” Limitations

Relatively expensive compared to PBXLimited features compared to PBXDifficult to provision, long lead times for MACMainly attractive to < 10 users or > 2000 users-> Only has 10%-14% market share vs. PBX

IP CentrexCosts are leveled (no wires, no class 5 switch)Features are the same (it’s the same software)Provisioning and admin are web-based-> Expected to win 25% to 50% market share-> Do you host your own web servers?

Hosted IP Telephony

Bridging Two Worlds

www.citel.com

Agenda

What we’ll cover in this session:What is an IP PBX (and what isn’t)?What are the benefits?Hosted versus CPE

Considerations in choosing a solution

What we won’t cover in this session:Telling you what to buyTechnical details in depth (covered later)

Bridging Two Worlds

www.citel.com

Considerations in choosing

What are you trying to achieve?Which benefits are driving your decision?

Should you buy or rent?Don’t make a knee-jerk decision on this.Hosted IP Telephony is a real option.

How will you get there? Does the solution offer a migration path? Can you protect your sunk costs?

Bridging Two Worlds

www.citel.com

Q & A

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