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January 23-26, 2007• Ft. Lauderdale, Florida
Right Sizing Your IP PBX
Determining the Approach that Fits Your Enterprise
TMC University
Patrick W. HenkleSphere Communications
January 23-26, 2007• Ft. Lauderdale, Florida3
Agenda
What we will cover
• Define “Right-Sizing”• Telephony Past and Present• Key Considerations
– System Architectures
– 5 - W’s of VoIP
– Deployment Scenarios
– Sample Planning Methodology
What we will not cover
• Specific Vendor Implementations
• Feature Details• Protocol Wars
January 23-26, 2007• Ft. Lauderdale, Florida4
“In theory there is no difference between theory and practice.
In practice there is.”
Yogi Berra
January 23-26, 2007• Ft. Lauderdale, Florida5
Right-Size Defined
right·size Pronunciation: 'rIt-"sIzFunction:
transitive senses: to reduce (as in a workforce) to an optimal size
intransitive senses : to undergo a reduction to an optimal size
Source: Websters On-line dictionary
January 23-26, 2007• Ft. Lauderdale, Florida6
Rig
ht-S
izing
Pro
cess
Legacy PBXIP PBX
Media“Library”
CommunicationRules/PolicyDatabase
Feature ServicesCall & Media ControlPresence Services
Messaging ServicesMedia Services
Standards Based InterfacesSession ManagementDistributed Processing
High Availability
January 23-26, 2007• Ft. Lauderdale, Florida7
Right-Sizing an IP PBX
• Does not mean “make it smaller” – although that is usually an attractive outcome!
• It means selecting a solution that is the right size for you today, but that can also grow with you in the future.
– This should not mean “grow into” in the future.– This should not mean replace with a new one in the future.
• It also means selecting a solution that will continue to “add value” in the future, in addition to “capacity”.
January 23-26, 2007• Ft. Lauderdale, Florida8
TelecommunicationsPast and Present
+100 years of progress+100 years of progress
Telecommunications has changed in many ways over the last century.
However, one aspect remains essentially the same . . .
. . . the plain old telephone.
January 23-26, 2007• Ft. Lauderdale, Florida9
Enterprise Telecom PastEach phone plugged directly into the legacy switch. When the card was full, you had to add another card; when the switch was filled to capacity, you bought a new phone system, or multiple phone systems.
January 23-26, 2007• Ft. Lauderdale, Florida10
Why is this a concern?
• Legacy PBX solutions have fixed capacities based on hardware limited technology.
In other words, you can’t add more than 16 stations to a 16-port card.
• IP-PBX solutions do not have to be limited by the same constraints! The right platform can grow with you over time.
January 23-26, 2007• Ft. Lauderdale, Florida11
Applying Moore’s and Metcalf’s Laws to Enterprise Telecom
Integrated Circuits will double in power every year!
TimeTime
MIP
SM
IPS
NN22-N-N
The value of a distributed communications network . . .
Moore’s Law Metcalf’s Law
January 23-26, 2007• Ft. Lauderdale, Florida12
Telecom Today – Distributed IP Services
VoIP ManagerVoIP Manager
BranchHubBranchHub
PSTN
PSTN
AnalogAnalogDevicesDevices
(Desktop, Fax, (Desktop, Fax, Conference,Conference,
Modem)Modem)
Facility 1Facility 1
VoIP ManagerVoIP Manager
AnalogAnalogDevicesDevices
Facility 2Facility 2
PSTN
Facility 3Facility 3
SOHOSOHO
LegacyPBX
Multi-mediaMulti-mediaCommunicationCommunication
DesktopsDesktops
T1/E1/PRI
T1/E1/PRI
Analog FXO Trunks
Analog FXO Trunks
IPIPTelephonesTelephones
(Vmail, Email(Vmail, EmailUnified Messaging)Unified Messaging)
WANWAN
IPIPTelephonesTelephones
IP TelephonesIP Telephones
IP IntegratedIP IntegratedDesktopDesktop
VoiceVoiceMessagingMessaging
MeetingHubMeetingHubCOHubCOHub
Mobile UserMobile User
VoIP ManagerVoIP Manager
COHubCOHub
PhoneHubPhoneHub
IP Connectivity (Ethernet or WAN)IP Connectivity (Ethernet or WAN)
Digital Trunks (T1, E1, ISDN PRI)Digital Trunks (T1, E1, ISDN PRI)
Analog Lines (PSTN or Stations)Analog Lines (PSTN or Stations)
* requires private network connectivity * requires private network connectivity via, typically via a VPN connectionvia, typically via a VPN connection
Key: Key:
PSTN
AnalogAnalogFXO GatewaysFXO Gateways
(IP Conference Hub)(IP Conference Hub)
Internet*Internet*
IP WiFiIP WiFiTelephonesTelephones
January 23-26, 2007• Ft. Lauderdale, Florida13
IPWAN
PSTN
Don’tDon’tJustJust
““ChangeChangethe Wire”the Wire”
IPWAN
PSTN
UnifiedCommunications
Enterprise VoIPTypical
BusinessIT
Services
•Multi-media communications•Presence enhanced apps.•Click to dial•Contact management
January 23-26, 2007• Ft. Lauderdale, Florida14
IP PBX Architectural Approaches
Extended LifeExtended Life TDM over IPTDM over IP Purpose Built IPPurpose Built IPIP EnabledIP Enabled HybridHybrid Client ServerClient Server
• Ideal for extending the life of a Legacy PBX
• Often used for tie line migration to IP
• Lowers TDM Trunk costs
• Ideal for small scale systems (<100 stations)
• Dependant on embedded call processing modules
• Redundancy is a challenge
• Most scalable approach• Most flexible approach – can
also be used as a legacy PBX migration strategy
• Greatest amount of change
PSTNIP
WAN
IPLAN
LegacyTDM PBXIP
Tru
nks
MediaGateway
PSTNIP
WAN
IPLAN
MediaGateway
TelecomServers
PSTNIP
WAN
IP Trunks
IPStations
TDM Trunks
Telecom Server
AnalogStations
IP LAN
SIPPSTN
January 23-26, 2007• Ft. Lauderdale, Florida15
Evolving Enterprise VoIPAlternative Approaches (Generalized)
Software Centric
Network Agnostic
Open Standards Oriented System
Flat / Distributed Architecture
N + 1 Redundancy
Simplified Configuration
Software Enabled / Bundled Features
Add-on Upgrades for Expansion
Multi-Vendor Devices and Apps.
Best of Breed Options
Costs Less
Internet Model
Hardware Centric
Network Dependant
Closed / Proprietary Systems
Hierarchical / Centralized Architecture
N times 2 Redundancy – if any
Complex Configuration
Costly Add-on Features
Forklift Upgrades for Expansion
Vendor Specific Devices & Apps.
Single Vendor Solution
Costs More
Legacy Model
Hybrid TDM/IP Client / Server
January 23-26, 2007• Ft. Lauderdale, Florida16
5-W’s: Key Questions to Answer
Why VoIP?Why VoIP?What is driving this decision? Economics, Applications, Productivity, Obsolescence, etc.
Where VoIP?Where VoIP?Where do you require VoIP? All offices, some offices, all employees, some employees, etc.
When VoIP?When VoIP?What is the best timing? How can the deployment be phased in? How can the timing match budgetary requirements?
What VoIP?What VoIP?What applications or services would be best delivered via VoIP? All Telecom services, niche functions or applications, etc.
Who VoIP?Who VoIP?
Which solutions best fit your needs? Can you start small and grow economically? How can you leverage best-of-breed components?
January 23-26, 2007• Ft. Lauderdale, Florida17
Why Should You Consider VoIP?Why VoIP?Why VoIP?
•Your Legacy PBX is obsolete, too costly to service, or out of capacity.
•Continued investment results in a stranded asset that is not fully depreciable.
•You have a high population of “knowledge” workers that can realize the increased productivity of “enhanced services”.
• Integrated voice, video, text and unified messaging.•Personalized call management.• Integration with other business applications (CRM, ERP, Workflow).
•You are rapidly expanding and a converged solution is easier to deploy, maintain and grow.
•New office locations, mergers / acquisitions, mobile workforce, etc.
January 23-26, 2007• Ft. Lauderdale, Florida18
Where Should You Implement VoIP?Where VoIP?Where VoIP?
•Which employees would benefit the most?•Knowledge workers, executives, call center agents, mobile sales force, etc.
•What locations are the best fit? •Remote offices, HQ, new offices?
•Which networks are capable today? Which ones will require upgrades?
•All LAN’s, most LAN’s, WAN connected remote offices, mobile workers?
January 23-26, 2007• Ft. Lauderdale, Florida19
When Should You Deploy VoIP?When VoIP?When VoIP?
•What is the appropriate sense of urgency?•Is there an immediate problem that can be solved?
•Obsolete TDM system.
•New office locations. •Should you start by “extending the life” of your current system?
•How can you leverage this opportunity to begin positioning for your future needs?
•If possible, develop a phased approach over 6, 12, 18 months.
January 23-26, 2007• Ft. Lauderdale, Florida20
What Are Your Best Applications for VoIP?What VoIP?What VoIP?
•Should you replace all legacy systems with VoIP?•Can you continue to leverage VoIP to extend the life of your existing system?
•If so, how will that solution allow you to expand easily and cost effectively.
•Can the VoIP platform start small and easily grow to meet my longer term needs?
•If so how and at what cost?
•How can you utilize a “best-of-breed” approach to the solution including 3rd party devices?
•What choices do you have for: phones, call processing, voicemail, etc. from different providers?
January 23-26, 2007• Ft. Lauderdale, Florida21
Which Vendor(s) Can Best Meet Your Needs?Who VoIP?Who VoIP?
•What is their core business / competency?•Experienced with Voice or Data Applications?•Experienced with Legacy voice, or VoIP?
•Open solutions vs Closed solutions?•Implications on longer term Total Cost of Ownership!
•Multi-Vendor Components vs Single Vendor Components?
•Avoid being locked into a single source solution!
•Software Application focused vs Hardware / Network focused?
•Leverage the IT services deployment model.•Separation of applications from the underlying connectivity.
January 23-26, 2007• Ft. Lauderdale, Florida22
IP PBX Deployment Scenarios
Technology EvaluationTechnology Evaluation Proactive IntroductionProactive Introduction Full Scale AdoptionFull Scale AdoptionExploratoryExploratory Cap and GrowCap and Grow GreenfieldGreenfield
•Proactive evaluation of the technology and capabilities.
•Limited reach within the organization initially.
•Controlled roll out.•Minimize capital expenditures.
•Cap investments in legacy solutions.
•Selective introduce capabilities to targeted users.
•Solve practical business needs.
•Understand the larger picture and potential.
•Lowest Risk•Ensures readiness for the
future•May represent throw away
investment
•Balanced Approach•Manages obsolescence
effectively•Does not realize full benefits
•Expansion may be a challenge
•Full benefits are realized•Best ROI
•Greatest change•Greatest Risk
•Deploy IP at all new locations.
•Replace legacy systems.
•Mandate use of enhanced services.
•Actively pursue productivity advantages.
January 23-26, 2007• Ft. Lauderdale, Florida23
Exploratory Roll Out
System Consideration Phase 1 Phase 2 Phase 3 Tie in Legacy PBX
Tie in Legacy Voice Services (Voice mail, ACD, Call recorder)
Analog Phones and Media Gateways
IP Phones
Wireless Phones
PDA’s and Handhelds
Soft Phones
Multi-media desktop (voice, video, Text Messaging
Unified Messaging
Personal Call Management
Location 1
Location 2
Location n
Call Center
• Tie in legacy voice systems.
• Gain experience with both analog and IP devices
• Limit exposure to a small user base
• Position for a controlled roll out.
January 23-26, 2007• Ft. Lauderdale, Florida24
Cap and Grow
System Consideration Phase 1 Phase 2 Phase 3 Tie in Legacy PBX
Tie in Legacy Voice Services (Voice mail, ACD, Call recorder)
Analog Phones and Media Gateways
IP Phones
Wireless Phones
PDA’s and Handhelds
Soft Phones
Multi-media desktop (voice, video, Text Messaging
Unified Messaging
Personal Call Management
Location 1
Location 2
Location n
Call Center
• Tie in legacy voice systems.
• Cap investment in legacy systems.
• All expansion based on VoIP.
• Selectively migrate users from the legacy system to VoIP.
• Increasingly adopt enhanced IP features.
January 23-26, 2007• Ft. Lauderdale, Florida25
Full Scale Adoption
System Consideration Phase 1 Phase 2 Phase 3 Tie in Legacy PBX
Tie in Legacy Voice Services (Voice mail, ACD, Call recorder)
Analog Phones and Media Gateways
IP Phones
Wireless Phones
PDA’s and Handhelds
Soft Phones
Multi-media desktop (voice, video, Text Messaging
Unified Messaging
Personal Call Management
Location 1
Location 2
Location n
Call Center
• Aggressively pursue the adoption of VoIP.
• Replace legacy solutions as quickly as possible.
• Utilize enhanced features and capabilities.
January 23-26, 2007• Ft. Lauderdale, Florida26
Planning & Deployment(DDOSC)
Discovery Review Design OrderReview
Adopt a Methodology for Adopt a Methodology for Planning Your Solution Planning Your Solution for Today, Tomorrow, for Today, Tomorrow,
and Next Year.and Next Year.
Comprehensive Planning
ReviewStage CutoverReview
January 23-26, 2007• Ft. Lauderdale, Florida27
Summary
• Start NOW, even if modestly. The sooner you gain exposure and experience the better. Do not let your organization be caught by surprise.
• Try to anticipate the future. Make sure the solution fits your needs not only today, but tomorrow as well.
– How can advanced communications options be leveraged?– How does your chosen platform get you there?
• Hardware Upgrades vs Software Upgrades.
• Understand your migration path. Avoid forklift upgrades when you expand.
– How does your chosen platform carry your forward?– Not all solutions from a single vendor (small, medium, large), have
feature transparency. (Phone features, management features, etc.)
Don’t Just Change the Wire, Change the Game!