Download pdf - 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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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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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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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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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

Email

Manager

Collaboration

ServerLogger Administrative

Workstation

for ICM

Cost Savings: Network Consolidation


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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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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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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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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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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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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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Survivor Guide:Survivor Guide:Vendor LockVendor Lock--InIn

Avoid Vendor LockAvoid Vendor Lock--In By AdoptingIn By Adopting

StandardsStandards


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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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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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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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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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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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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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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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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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What are the real risks withWhat are the real risks withVoIPVoIP??

AvailabilityAvailability

Breach of PrivacyBreach of Privacy

AccessAccess

TheftTheft


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AccessAccess

TheftTheft

DoS Attacks

Virus AttackPhysical Attack

Listening andrecording bysniffing packets

VAMUnauthorized

Access to systems

Vishing

FoIP


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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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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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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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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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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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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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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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ConclusionConclusion

VoIPVoIP Survivor GuideSurvivor Guide


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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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