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Mobile Unified Communications

Mobile Unified Communications. Bob Gaughan bgaughan@nortel.com. Mobility…Spends and Trends. Businesses will spend over $1.4 Trillion in 2012 35% of total IT spending Current Trends Device evolution: from phones to devices to platforms

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Mobile Unified Communications

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  1. Mobile Unified Communications Bob Gaughan bgaughan@nortel.com

  2. Mobility…Spends and Trends • Businesses will spend over $1.4 Trillion in 2012 • 35% of total IT spending • Current Trends • Device evolution: from phones to devices to platforms • Supremacy: 50-70% mobile minutes used in the office…the only option out of the office • Blended domains: Personal devices at work

  3. Mobility Positives: High Value! • Real-time communications • Improved accessibility • Faster access to information • More efficient operations • Shorter decision queues • Increased customer service and revenues • Increased productivity

  4. Mobility Negatives: High Costs!!! • Initial set-up • Mobile device • Services and integration • Recurring monthly fees • Voice minutes • Data transfer • Additional Services • Cellular voicemail, callerID, texting • Extra Tariffs • Long distance • Roaming • Extra minutes/usage $

  5. Mobility Consequence: Bi-Polar Communications My Corporate Communications Environment My Mobile Communications Environment Office identity and mobile identity Office number and mobile number Office voicemail and mobile voicemail Enterprise dial plan vs. external number dialing Corporate directory vs. local contact lists Corporate conferencing vs. mobile conferencing service ? Cellular Enterprise Network Internet Primary communications device Office/Portable communications User Complexity, Inefficiencies and Loss of Control

  6. Mobile Unified Communications(aka: Fixed-Mobile Convergence or “FMC”) Unified Communications • Consistent services across mobile device, PC and desk phone • Flexibility to choose networks and devices • Cost savings, improved utilization, efficiency and ROI • Simplicity of deployment and use Enterprise Network Cellular Internet Office Mobile Portable

  7. Mobility for Enterprise Communication Services Preferred Device Solution Mobile User Mobile Communication (Client/WebUI) • Road Warriors and Executives • Rich functionality Smartphone Mobile Communication (WebUI) Personal Smartphone • Mobile office professional • General voice mobility Mobile Extension Cell Phone • Campus mobile worker • On-site mobility WLAN/DECT Handsets Wireless Handset

  8. Mobile Unified Communications Deployment Options • Mobile Extension: Simple and Quick • Basic telephony feature set • SW feature of IP PBX • No device pre-requisites – any phone! • Mobile Communication WebUI: Versatile • Enhanced mobility features • Clientless deployment • Any mobile device via browser (mobile or PC) • Mobile Communication Client: Best-in-class feature set • Advanced mobility features and UC • Fully integrated client communication experience • Available for BlackBerry, WinMob and Nokia platforms Mobile Extension IP PBX Gateway Mobile Communication WebUI Mobile Communication Client

  9. Cellular IP PBX Mobile Extension Architecture • Works with any cell phone/smartphone • No dependency on wireless provider • Can be used for telecommuting/home phone • No pre-requisite for office phone UEXT Carrier Network IP PBX PRI Enterprise Network UserA: Mobile Phone UserA: Desk Phone • Cell phone becomes a logical extension of Communications Server • PSTN interface combined with service access DN allows cellular reach for enterprise communications • Single phone number and voicemail • Seamless call handoff between mobile device and desk phone Enterprise Dial Tone for Cell Phones

  10. Cellular IP PBX Mobile ExtensionSingle Number Reach w/ Presence Updates • Mobile Extension lets other employees know Paul’s mobile presence state – whether he’s on a call, or available. Paul is not on a call and is shown as “available”. • Kelly calls Paul’s Enterprise DN (4444) • IP PBX rings Paul’s desk phone and mobile phone (UEXT) • Paul picks up on mobile phone; desk phone stops ringing; DN marked as busy • Presence indication shows change in status from “available” to “busy” 1 Paul = Available Kelly’s Office Paul = Busy 5 2 Carrier Network 3 IP PBX 4 Enterprise Network ISDN PRI Paul’s Desk Phone (DN 4444) Paul’s Mobile Phone (DN 678 90123)

  11. IP PBX Mobile ExtensionSeamless Device Handoff (Mobile to Desk Phone) • Paul arrives at his desk while on a mobile call and presses the Handoff Key (configured) – Primary DN key begins flashing • Paul presses the primary DN key, or lifts the handset to establish the call on desk phone – primary DN key stops flashing and a conference call is established with the 3 lines. • Paul disconnects the call on the mobile phone IP PBX Carrier Network Enterprise Network ISDN PRI 3 2 1 Paul’s Desk Phone (DN 4444) Paul’s Mobile Phone (DN 678 90123)

  12. IP PBX Mobile ExtensionSeamless Device Handoff (Desk Phone to Mobile) • Paul is using his desk phone and wants to continue the conversation on his mobile phone. Paul presses the Handoff key – handoff lamp is lit and primary DN key lamp flashes • Paul answers his ringing mobile phone and a conference call is established with the 3 lines. • Paul presses the Handoff key on the desk phone and hangs up. IP PBX Carrier Network Enterprise Network ISDN PRI 1 2 3 Paul’s Desk Phone (DN 4444) Paul’s Mobile Phone (DN 678 90123)

  13. Enterprise Telephony for Mobile PhonesMore IP PBX Mobile Extension Features • PBX dialing from mobile phone • Single number/ID, Toll avoidance • Mid-call features • Transfer, park, hold etc… • Attendant features • Camp-on, busy lamp field, barge-in • Call management features • Forwarding, privacy • Presence updated with mobile state • Microsoft OCS • Seamless Device Handoff • Mobile-Desk-Mobile • Policy Enforcement • Dialing restrictions and CDR IP PBX Carrier Network Enterprise Network Consistent Features, Dialing and Services

  14. Mobile Communication Extending Enterprise Telephony/UC to Smartphones • Single Number Reach • Dynamic/static call routing • Single Identity (office CLID) • Direct dial mode • Call-me-first mode • Single Voicemail • MWI • Cellular voicemail avoidance • Enterprise Telephony • ESN dialing, toll bypass, policies • Conferencing / mid-call features • Attendant features • Advanced Call Routing • Device Handoff • Unified Communications • IM/Presence • Busy state/presence integration • Corporate directory search/calling IP PBX Gateway Enterprise Employee Productivity Carrier Cellular Lower Costs Smartphone

  15. All voice carried over cellular voice network HTTPS signaling to Gateway over cellular data network Mobile Communication ArchitectureClient for Enhanced Features • Supports BlackBerry, Nokia and Windows Mobile platforms • GUI feature access and call notifications • Advanced call routing and cellular voicemail avoidance • “Clientless” WebUI option Mobile Communication/WebUI Cellular Voice Network (GSM or CDMA) Comm Server Enterprise Network SIP LDAP Cellular Data Network (GPRS/EDGE or 1xRTT/EVDO) Gateway Active Directory Internet Smartphone

  16. Mobile Communication Deployment Options • WebUI: Simple and Versatile • Any mobile device via browser (mobile or PC) • Clientless deployment • Delivers core mobility features • Network tolerant • Client: Best-in-class feature set • Qualified mobile devices (BB, WinMob, Nokia) • Fully integrated client communication experience • Advanced mobility features • Real-time environment • IM/Presence IP PBX Mobile Communication WebUI Gateway Mobile Communication Single Mode Client One license enables both Mobile Communication Client and WebUI

  17. Mobile Communication Client Overview • The Mobile Communication client is the user interface for accessing features • Windows Mobile, BlackBerry and Symbian • The client integrates with the native device for a consistent experience with other applications • Over-The-Air (OTA) portal allows unassisted client installation via mobile browser • Auto-Configuration allows administrators to pre-set a number of the client configuration settings Support for the most popular Enterprise Smartphones

  18. Cellular Mobile Communication Client: Call Re-DirectDynamically Route Incoming Calls to any Phone Call Screening menu Incoming call notification via data service • The mobile phone is not always the best device to take a call • Colleague’s desk, home office, customer site, meeting room, lobby, hot desking etc… • Flexibility to chose any phone based on environment/convenience • Save time by re-directing call to colleague or assistant • Cost Savings by avoiding unnecessary cellular usage and roaming charges Conference phone rings Guest phone (DID) Home phone

  19. Mobile Communication Client: Cellular Voicemail Avoidance--- Enforcing Single Voicemail • Pairing a mobile phone with an office desk phone does not ensure single voicemail • Roaming out of range • Turned off/dead battery • Cell phone forwarded to voicemail • Enforcing single voicemail • User must accept notification request before call is sent to mobile device • If notification is ignored, or user is not reachable, std call treatment is applied • Call is forwarded to corporate voicemail • Cellular voicemail doesn’t have the opportunity to pick up the call Unified Comms Mobile Communication Gateway Carrier Network Internet One Business Voicemail to Manage

  20. Mobile Communication Client: IM/Presence Support • In Mobile Communication - IM/presence for other Mobile Communication users is supported • Presence information is displayed in the buddy list and call history screens in the Mobile Communication client • From the buddy list and call history screens, users may originate IM sessions to other Mobile Communication users

  21. Mobile Communication : WebUIAccessing WebUI Any Browser Any Device Auto logout for security on shared devices Any Network Any Network using any Browser-Equipped Device

  22. Mobile Communication WebUI: Settings Page • At first login, users will be prompted to enter a number for call routing any internal or PSTN number DND – Calls will not be forwarded when checked Check mark active number for call routing Easily edit or delete numbers Add new numbers anytime, as required – eg. home, guest, meeting room, etc. All incoming office calls will ring to the selected number, outbound calls dialed from WebUI will be routed using enterprise network and carry office CLID

  23. Mobile Communication WebUI: Home Page • Simple to use – as easy as navigating a web page Call Setting/ Status pane Corporate Directory Search – Enter whole or partial name and click-to-call from results list Call Field – Uses Enterprise dial plan format (eg. ESN) MWI – Click-to-call vmail History – link to call logs Refresh – Updates call status and MWI Returning to WebUI throughout the day doesn’t require repetitive logins; Configurable keys on smartphones give users single button access to the WebUI Home page

  24. Why Choose Mobile Communication WebUI? • Easy to roll-out and administer • Non-intrusive; suitable for personally owned devices • Compatible with any browser-equipped mobile device • Minimal data usage/cost and long battery life • Network tolerant (eg. unreliable cellular data coverage) • Compatible with PC browsers for teleworker scenarios One License Enables both Mobile Communication Client and WebUI

  25. Mobile Communication Client: Enhanced Capabilities • Streamlined dialing/ integrated call logs • GUI for mid-call features • Emergency number support • Instant Conferencing • IM/Presence • Click-to-call from buddy list • Cellular voicemail avoidance • Real-time MWI Use Client as the Primary Interface and WebUI when Convenient

  26. Mobile Communication 3100 ROI Tool

  27. Mobile Communication 3100 ROI Tool

  28. Mobile Communication 3100 ROI Tool

  29. Mobile Communication 3100 ROI Tool

  30. Mobile Communication 3100 ROI Tool

  31. Mobile UC Business CaseCost Saving Opportunities • Reduce Cellular usage when in-office • Seamless bi-directional handoff with deskphone lets users continue voice conversations without any cellular usage/minutes • Reduce Roaming charges • Take incoming mobile calls on landline phones – real-time screen popup allows incoming mobile calls to be pushed to "free" landline phones • Convert outbound mobile calling to inbound - travel globally without ever placing an international mobile call • Remove cellular LD charges • Mobile LD calling at local rates - remove high cost cellular LD by leveraging least cost routing of enterprise dial plan • Replace corporate assets w/ personal devices (eg. iPhones) • Leverage "free" devices by enabling business communications through employees’ preferred personal phones • Leverage “Free Minute” offers (eg. “Fav 5”) • Move business calls into "free minute" portion of common mobile plans

  32. Mobile UC Business CaseMore Cost Saving Opportunities • Downgrade employee service plans and/or options • Fewer minutes • Remove high cost cellular services like conferencing and voicemail • Protect against Fraud • Apply office policies/restrictions for mobile use • Centralized CDR provides a consolidated view of office/mobile call activity • Easily distinguish between enterprise calls and personal calls on mobile billing • Use “Free” Wi-Fi • Move all call control, notifications, IM/Presence, directory search and other data traffic to Wi-Fi • Leverage Internet VoIP Services • Services like Skype offer the lowest cost LD/Int’l mobile calling opportunities • Unlicensed Mobile Access (UMA) for flat rate VoIP (eg. Wi-Fi BlackBerry) • Assume control of mobile solution and evolution • Device flexibility • Network agnostic • Service compatibility

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