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8/6/2019 VoIP Survivors Guide
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
VoIPVoIP SurvivorSurvivors Guides GuideCan you really save $, improveCan you really save $, improve
operations, AND achieve greateroperations, AND achieve greatersecurity and availability?security and availability?
Presented by Peggy Gritt, Founder and CEO of the VoIP Institute, Inc.A non-biased organization for the advancement of VoIP technology among users
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
VoIPVoIP Survivor GuideSurvivor Guide
High Start Up CostsHigh Start Up Costs
Vendor LockVendor Lock--in Yet Againin Yet Again
Disasters and CrashesDisasters and Crashes
HackersHackers Unruly usersUnruly users
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Quick Definition of Voice Over IPQuick Definition of Voice Over IP
Voice traveling on a data network. TheVoice traveling on a data network. The
voice has been digitized andvoice has been digitized andpacketizedpacketizedto travel on an IP network. IP meansto travel on an IP network. IP means
Internet ProtocolInternet Protocol
Traditional voice only circuit dedicated line with fixed number of call(s)
VoIP uses a data connectionand shares connection with
other data types
Red
Blue
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
Survivor Guide:Survivor Guide:High Start Up CostsHigh Start Up Costs
Can you really save $ in the firstCan you really save $ in the first
year when moving toyear when moving toVoIPVoIP??
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
WhyWhyVoIPVoIP??
Source: Information Week, Five things youneed to know about VoIPhttp://www.informationweek.com/news/showArticle.jhtml?articleID=189800103
&pgno=4&queryText=
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Cisco modelCisco model CallmanagerCallmanager ++
Application serversApplication servers
Gateway
Email Chat DB WS
PBX PG ACD UM CTI
Call
Manager
(Multiples)Peripheral
Gateway ICM Unity CTI OS
Manager
Collaboration
ServerLogger Administrative
Workstation
for ICM
Cost Savings: Network Consolidation
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
IP PBX modelIP PBX model looks like a phonelooks like a phone
systemsystem
ShoretelShoretel exampleexample
Cost Savings: Distributed Installation and Admin
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Hybrid approachHybrid approach traditionaltraditional
phone system withphone system withVoIPVoIPcardscards
Nortel exampleNortel example
Still supportstraditionaldigitaltelephone sets
Cost Savings: Desktop Equipment and Training
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Where AsteriskWhere Asterisk Open source fitsOpen source fitsDigiumDigium providesprovides
paid supportpaid support
options,options,certifiescertifieshardwarehardware
configurations,configurations,createscreatespackages andpackages andtraining andtraining and
certificationcertificationprogramsprograms
Cost Savings: Software Licensing, Hardware
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
SoftwareSoftware--based phone systembased phone system
suite approachsuite approach
No proprietaryNo proprietaryhardware tohardware tomaintainmaintain
Many businessMany business
applicationsapplicationsincludedincluded
StandardStandardnetwork OSnetwork OS
PSTN Server onnetwork withmediaprocessing
Intel HMP
all software or suite approach
Caller
Gateway
Suites include voicemail, fax, ACD, IVR, presence, and more
Cost Savings: Systems, Devices,
Administration, Integration
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Contact Center SavingsContact Center Savings
Software ApproachSoftware ApproachConsolidatingsystems and serverswith a software suiteapproach can save asmuch as $1.2 millionper year
Moving from 12 ormore administratorsto 4 or so systemadministrators
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
VoIPVoIP ProvidersProviders
SIP
Traditional
phone traffic
Carrier
ISDN, T1, E1, Analog
LAN
SIP
Requires
VoIP
Gateway
VoIP phone
telecom carrier
SIP Trunks
SIP
Ethernet or otherdata connectivity
Traditional phone lines
Eliminates equipment at siteEliminates management ofsecurity issues of gatewaysPurchase of bandwidth and
simultaneous calls morecalls per physical connectionto carrierSome carriers carry data and
voice
Cost Savings: 40-50% Traffic, Disaster Recovery
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
Survivor Guide:Survivor Guide:Vendor LockVendor Lock--InIn
Avoid Vendor LockAvoid Vendor Lock--In By AdoptingIn By Adopting
StandardsStandards
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
SIP StandardSIP StandardLower cost forLower cost fordevices anddevices and
systemssystemsGreater choicesGreater choicesfor usersfor users
InteroperabilityInteroperability
of applicationsof applicationsfrom differentfrom differentmanufacturersmanufacturers
IP SIP Trunks
Server choices
Standard SIP IPPhones
SIP IPPhones
T1s, PRIs, Analog
Branch locations
Main Site
IP Media Gateways
for
Analogdevices
Mix devices atsame site
Network and Component Choices
IP/WAN
TelecomCarrier(s)
Cost Savings: Removes middleware adopted by all
major manufacturers and carriers, lower device cost
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
Survivor Guide:Survivor Guide:Disasters and CrashesDisasters and Crashes
Why your traditional telecomWhy your traditional telecom
solution may fail you!solution may fail you!
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
WhatWhats behind this?s behind this? Remember when the mainframe folks saidRemember when the mainframe folks said
mainframes were more reliable than PCmainframes were more reliable than PCss
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Metro outage planningMetro outage planning
importanceimportance A new poll of 307 chief information officersA new poll of 307 chief information officers
((CIOsCIOs) conducted by) conducted by IDG'sIDG's CIO ExecutiveCIO ExecutiveCouncil has found that 22 percent ofCouncil has found that 22 percent ofCIOsCIOs dodonot have a formal disaster recovery plan in placenot have a formal disaster recovery plan in placeat their organization, andat their organization, and one in ten (9one in ten (9
percent) say their organization would lastpercent) say their organization would lastless than two weeks if local or regionalless than two weeks if local or regionaltechnical infrastructure failed to recovertechnical infrastructure failed to recover
quickly.quickly. Of those who do have disasterOf those who do have disasterrecovery plans, only 31 percent rate their planrecovery plans, only 31 percent rate their planas "extremely or very effective."as "extremely or very effective."
Source:Source: http://www.continuitycentral.com/news02184.htmhttp://www.continuitycentral.com/news02184.htm
CIO Executive Council survey explores disaster recovery planningCIO Executive Council survey explores disaster recovery planning in US companiesin US companies
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
TDM Disaster RecoveryTDM Disaster Recovery Disaster recoveryDisaster recovery --TDMTDM
User
LANT1/E1/PRI
Carrier
PBX/
ACD
Carrier
LAN
User User User
PBX/
ACD
Lost calls, agents must have devices at home to remotely connect ifat all, if not, understaffed to potentially handle HIGHER call volumedepending upon reason for DR. Takes half hour or more to redirect
calls to alternate site, no service in mean time for disaster area.
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Reliability factors forReliability factors forVoIPVoIP SIP decentralizes theSIP decentralizes the
call routing functioncall routing function
Software approachSoftware approachreduces cost forreduces cost forredundant processingredundant processing
SIP immediately reSIP immediately re--routes callroutes call
Advantages: no singleAdvantages: no singlepoint of failure,point of failure,
disaster recoverydisaster recoverybuiltbuilt--into network withinto network withSIP call routingSIP call routing
SIP
Traditional
phone trafficCarrier
ISDN, T1, E1, Analog
LAN
SIP
Gateway
Traditional phone lines
Network Switch
2
IP PBX
1
Network Switch
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Service Level Expectations forService Level Expectations for
Disaster RecoveryDisaster Recovery
Traditional PBX Solutions and ApplicationsTraditional PBX Solutions and Applications30 minutes30 minutes
Prompt, Auto AttendantPrompt, Auto Attendant
< 1 hour< 1 hour Full IVRFull IVR
< 4 hours< 4 hours
IVR + ACD (20 Agents)IVR + ACD (20 Agents)48 hours48 hours
IVR + ACD (100 Agents) + UM + Call RecordingIVR + ACD (100 Agents) + UM + Call Recording
oror
SoftwareSoftware--based IP PBX due to network architectures:based IP PBX due to network architectures:
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
Survivor Guide:Survivor Guide:HackersHackers
Can you really offerCan you really offer
departments/users a highly securedepartments/users a highly secure
phone system withphone system withVoIPVoIP??
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
What are the real risks withWhat are the real risks withVoIPVoIP??
AvailabilityAvailability
Breach of PrivacyBreach of Privacy
AccessAccess
TheftTheft
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
What are the real risks withWhat are the real risks withVoIPVoIP??
AvailabilityAvailability
Breach of PrivacyBreach of Privacy
AccessAccess
TheftTheft
DoS Attacks
Virus AttackPhysical Attack
Listening andrecording bysniffing packets
VAMUnauthorized
Access to systems
Vishing
FoIP
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
What are the real risks withWhat are the real risks withVoIPVoIP??
AvailabilityAvailability
Breach of PrivacyBreach of Privacy
AccessAccess
TheftTheft
DoS AttacksVirus Attack
Physical Attack
Listening andrecording by
sniffing packetsVAM
UnauthorizedAccess to systems
Vishing
FoIP
Firewalls that areFirewalls that are
SIPSIPawareaware
EncryptionEncryption
HardenedHardenedServersServers
AdministrativeAdministrative
LogsLogs
Password PoliciesPassword Policies
User EducationUser Education
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
Survivor Guide:Survivor Guide:Unruly UsersUnruly Users
What impact if any will there beWhat impact if any will there be
on the general user? Isnon the general user? Isnt it stillt it still
just a feature phone?just a feature phone?
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
TeleWorkTeleWork Improves ProductivityImproves Productivity
PSTN
HQ
Remote Site
Network Switch
1
1
2
2
2
3
WAN
3
VPN
Must haveappropriatebandwidth such as
cable modem
No QoS if usingthe Internet
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
CustomerCustomerDataData
LookupLookupCustomer orCustomer orProspect callProspect call
Screen Pop
Customer Record is AutoPopulated on Employees PC
PSTNPSTN
IP PBXIP PBX
MS CRM
LANLAN
Data and DesktopData and DesktopScreen PopScreen Pop
SpeedsSpeedsPower UserPower User
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
InIn--office mobilityoffice mobility SIP wireless phonesSIP wireless phones Station handset for campusStation handset for campus
use on a SIP compliantuse on a SIP compliantVoIPVoIP
networknetwork
Wireless SIP IPWireless SIP IP--PhonePhone WifiWifi802.11 B. Ind. support for802.11 B. Ind. support for
UPNP and outbound proxy.UPNP and outbound proxy.
Can be supplied power byCan be supplied power byconnecting it to a personalconnecting it to a personal
computer via USB cable. Thecomputer via USB cable. Theproduct is designed to workproduct is designed to workunder various conditions andunder various conditions andis easy to operate.is easy to operate.
Great solution for station handsets for helpdesk technicians that also work the desk ifyou have a wireless LAN
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
SoftphoneSoftphone and Mobilityand Mobility
SoftphoneSoftphone optionaloptionalmay be used with desktopmay be used with desktop
phone in officephone in office
VirtualVirtual -- Log in from anyLog in from anylocationlocation
Call controlCall control
--
to transfer,to transfer,
conference, park, pick up,conference, park, pick up,etc.etc.
Presence managementPresence management
Directory managementDirectory management-- SpeedSpeed--dials, companydials, companydirectory, much, muchdirectory, much, muchmoremore Access to call coverage options
and backup of other users
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Presence and IM integrationPresence and IM integration In/out status improvesIn/out status improves
coordinationcoordination Notification at desktopNotification at desktop
Integrated Instant MessagingIntegrated Instant Messagingand Chat improve mediaand Chat improve media
access and availabilityaccess and availability
Microsoft OfficeCommunicator shown heresupports SIP and is integrated
to popular IP PBXs on market
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
ConclusionConclusion
VoIPVoIP Survivor GuideSurvivor Guide
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February 1, 2007February 1, 2007 VoIPVoIP Institute, Inc.Institute, Inc.
Braving the new world ofBraving the new world ofVoIPVoIP Major benefits are available ifMajor benefits are available ifVoIPVoIP fitsfits
with your overall business strategywith your overall business strategy Standards MATTERStandards MATTER dramatically lowerdramatically lower
costs and optionscosts and options
VoIPVoIP doesndoesnt have to be less secure witht have to be less secure with
appropriate managementappropriate management
Reliability and improved disaster recoveryReliability and improved disaster recoverycould be your killer app!could be your killer app!
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VoIPVoIP Institute, Inc. 2007Institute, Inc. 2007
VoIPInstitute.netVoIPInstitute.net
[email protected]@voipuserinstitute.com