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IP Telephony and Voice Over IP: A Technology Primer

IP Telephony and Voice Over IP: A Technology Primer

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IP Telephony and Voice Over IP: A Technology Primer

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  1. IP Telephony and Voice Over IP:A Technology Primer Chris DuncanMcMillan Binch LLPDirector of Information Technology LawNet - August 26, 2004

  2. Overview • McMillan Binch overview • What is VoIP? • Why do VoIP? • Selling to firm/risk • Cost/Cost savings • Things to consider

  3. Overview • Network preparation • Quality of service/security • Preparation for purchase • Cisco solution provides • Success/Failures • Demos (softphones/UM/CRM)

  4. First Things First • Let it be known that I am not a presenter, I am a techie • Interrupt or ask questions at any time • This is not a sales pitch

  5. McMillan Binch Overview • 155 Lawyers • 475 total staff • Single Toronto location • Recently moved to Cisco IP solution replacing Rolm Model 50 9005 • 525 phones (7960 Series) • Wifi 802.11a and 802.11g guest/private networks throughout firm • Cisco CallManager with Unity Mail

  6. DATA Calendar Collaboration Web Application Email VIDEO Instant Messaging Video Conferencing What is VoIP? VOICE Audio Conferencing Voice Messaging Telephone Services

  7. What is VoIP? Calendar Collaboration Instant Messaging Web Application Video Conferencing email Audio Conferencing Telephone Services Voice Messaging

  8. Why VoIP? Traditional PBX • Pros • Already in place • No additional cost • Provides dial tone • Performs most required functions • Stable, no “risk” • Cons • Development ceased • Perception of “old” equipment • Limited disaster recovery • Limited new functions

  9. Why VoIP? Hybrid • Pros • Already in place • Add required functionality • Add remote sites/mobility • VoIP function for VoIP phones • Cons • Support two platforms • Traditional/VoIP phones • Possible limitations of switch

  10. Why VoIP? VoIP • Pros • Full functionality • More support options • Toll cost savings • Improved moves/adds/changes • Less cabling • Same network • Cons • Full UPG (cost) • Same network • New/Risk

  11. Why VoIP for McMillan Binch? • Support for existing product becoming difficult • Ongoing costs and timing of moving existing equipment • Limitations of current switch • Unified messaging capabilities • Required upgrade to existing voicemail hard drive

  12. Why VoIP for McMillan Binch? • Fiber runs in new space, not copper • Could fully test new solution in new space • Reduced cabling costs • Cost of moving existing switch $185,107CDN

  13. Selling to the Firm/Risks • Tough job, why should they spend huge dollars on risk? • Dispel myths • Understand potential cost/administration savings • One network to support • Mobility/Teleworker

  14. Selling to the Firm/Risks • Disaster recovery • Security • Include Management/Lawyers in process • Document decision making process • Block all public accessible ports (turning off switch)

  15. Cost/Cost Savings • Reduce management costs • Toll bypass • Simplified set up of remote locations • Move/add/changes • Lower cabling costs • Equipment comparable to traditional PBX/phones

  16. Cost/Cost Savings • In house development • Remove 1FL lines • More support options/providers • Mobility/Teleworker gains

  17. Network Preparations • One cable network • Power Decisions • Adapter • In-line power adaptor • In-line powered switches • UPS

  18. Network Preparations • Workstation UPS • Redundant switches/servers • Possible generator power • Copper line backup • Power all ports if possible

  19. Quality of Service/Security • Needs of layer 3 network (sub networks) • QOS software to set packet privileges • Ensure proper IP address structure • Echoing expectations • Wide area link speeds • Phone quality

  20. Quality of Service/Security • More secure than copper • Can record “own” conversation

  21. Preparation for Purchase • Involve Management and Lawyers (provide options) • RFI to vendors • RFP to suppliers • Document existing switch functions • Document how new VoIP solution can provide functionality

  22. Preparation for Purchase • Ask vendor for options • 3rd party development • Upgradeability • Proven technology • Work in existing infrastructure? • Wifi needs?

  23. Preparation for Purchase • Call recording • Training

  24. Preparation for Purchase • Things to Consider • Number of lines or phones • Intercom needs • Full duplex phones • Soft keys • Head set ready • Inline power or powered (what about power failures?)

  25. Preparation for Purchase • Things to Consider • Profile editing • Work with wifi network • Conference ad hoc and scheduled • Cost recovery • Time synchronization • Vendor support

  26. Preparation for Purchase • Things to Consider • Not running phones/software on PC’s dependant on power

  27. Cisco Solution Provides • Multiple phone options • Upgradeability • Proven technology • Technology leader • Works with existing infrastructure • XML development • Power over ethernet

  28. Cisco Solution Provides • Wide area support • Wifi integration • Soft phones • Unified messaging • Mobility • CRM integration

  29. Cisco Solution Provides • Disaster recovery options • Conferencing • Directory services • 3rd party cost recovery • Ease of use, minimal training • Excellent quality phone

  30. VoiceMail Server VoiceMail Server Cisco Solution Provides:Clustering Over the WAN CallManager cluster IP Phones • CallManager cluster across sites • Applications can be centralized or distributed • Single Point of Administration, Extension Mobility • Feature Transparency and Unified Dial Plan • Hardware, database and application resiliency • Dial plans and routing maximize PSTN connectivity and minimize toll charged – internal and external IP Phones Space Phoenix Toronto

  31. Data Traffic Call Control Traffic Voice Traffic Cisco Solution Providers CallManager Cluster ISDN Backup IP WAN • Cisco IP phones automatically reconfigure • Retain all basic features (DID, DOD, Call Hold, Transfer, Speed Dial, Caller ID, Call Forward). • All calls now routed out local gateway • Automatically re-homes to CallManager when WAN link returns Router Toronto Phoenix PSTN Head Office Branch

  32. Cisco Solution Provides:Directory Services • Corporate Directory • Missed, placed, received calls • Client, personal Directory • Fast Dials • 411 • Billing and Client codes

  33. Cisco Solution Provides:Cisco Conference Connection • Audio conference server with web-based scheduler • Removed high costs of conferencing and collaboration • Supports up to 100 ports • Email internal and external attendees

  34. Cisco Solution Provides:Phone Configuration – 99 Fast Dials

  35. Cisco Solution Provides:Phone Configuration – User Experience

  36. Inventory Check Flight Schedule Interest Rates Class Registration Emergency Bulletin Wake up Call Headline News Shipment Tracking Time Card Instant Messaging Advertising Purchase Requisitions Conference Manager Outlook Integration Employee Directory Unified Messaging Employee Benefits Local Attractions Account Codes Room Service Cisco Solution Provides:What can I do with Cisco phones?

  37. Cisco Solution Provides • Activate recording during the call • Keeps entire call in cache • Replay via web and email to colleagues • Affordable, scales from 1 phone upwards

  38. Successes/Failures • Huge success, everyone likes phones/functions (comfort) • Some concerns on settings, timeouts, cost recovery • Echo needed to be tweaked • Training almost not necessary • Love soft keys and directories • Love the Q.O.S. and clarity • Response on keys almost too quick

  39. Demos • Unified Messaging • Softphones • CRM Integration

  40. Questions chris.duncan@mcmillanbinch.com