Transcript Dayton-Jan06 - Irwin Lazar`s "Real

Irwin Lazar
Senior Analyst
[email protected]
Greater Dayton IT Alliance
VoIP Workshop
January 11, 2006
http://www.burtongroup.com/
All Contents © 2005 Burton Group. All rights reserved.
About Me
Background
• 13 years in large enterprise network architecture,
engineering, design, and operations
• Currently lead analyst for Burton Group covering VoIP
and related real-time communications technologies
• Certified Information Systems Security Professional
(CISSP)
• Conference director: “MPLScon” conference
• Advisory board: “Collaborative Technologies
Conference”, “SearchNetworking.Com”
• Frequent speaker at VoiceCon & Interop
• “Real-Time” Blog: http://www.irwinlazar.com/
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Agenda
• Why Convergence?
• VoIP/IPT Industry Trends
• Enterprise Experiences and Best Practices
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Taxonomy
• Voice over IP: Carrying voice over IP
• Used to refer to trunking across the WAN
• Now a “catch-all” term for anything related to voice & data
convergence
• IP Telephony: Using IP phones
• Refers to extending IP all the way out to the desktop
• Examples:
• IP Trunking between PBXs with digital handsets = VoIP
• IP phones throughout the organization = IP Telephony
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Overview
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Voice over IP/IP Telephony Represents the PRESENT of
Enterprise Communications
• Both internal and external
• Brings convergence to multiple forms of communication
• Saves money and improves productivity
But……
• VoIP is unlike most (if not all) applications on the network
• Performance must be guaranteed
• Availability must be guaranteed
A successful deployment of VoIP means addressing
infrastructure and management issues BEFORE implementation
Why VoIP?
TDM voice is stable, cheap, has worked for years, and delivers
the services we need
So Let’s Replace It ?!?!?!?!?!
Why?
• We’ll have to invest in training and OAM
• We’ll likely need an infrastructure upgrade
• IP Telephony is immature and insecure
• We might not save money
So why are we doing this?
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IP Telephony’s Promise
Because:
• We may actually lower costs after all
• Simplified network infrastructure
• Reduced MAC costs
• Rapid Feature/Application deployment
• IP Telephony utilizes the Internet architecture, similar to the World
Wide Web
• Applications and Services can be distributed throughout
the network
• Adoption of the Internet Model – distributed applications sharing a
common infrastructure
• Security capabilities offer better protection than older
voice systems
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IP Telephony’s Promise
Standard Protocols
• TCP/IP and related protocols (H.323, MGCP, SIP)
• Allows for multi-vendor interoperability
• Provides more product choice (someday)
Ubiquitous Access
• Plug your phone in anywhere you have an Internet
connection
• Soft phones on your PC/Laptop/PDA
Service Creation
• No longer requires call control be on premises
• New opportunities to outsource – “IP Centrex”
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Agenda
• Why Convergence?
• VoIP/IPT Industry Trends
• Enterprise Experiences and Best Practices
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IP Communications Themes
VoIP/IPT Industry Trends:
1. Public services are increasingly attractive
2. Voice is converging with collaboration
3. SIP is emerging as the de-facto standard for system
interconnection, but not for end-point signaling (yet)
4. SIP-based services are emerging
5. Open source is becoming viable
6. Security concerns are getting a lot of attention
7. Regulatory issues are unsettled
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Public Services
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Options for enterprises to outsource telecommunications
increases with the move to IP
• Most, if not all WAN providers see hosted IP (or IP
Centrex) as an opportunity they want to pursue
• MCI, AT&T, Verizon, Covad, SBC, Bell South, Level 3, Qwest, Sprint,
BT, Equant, etc.
• 2005 VoiceCon Case Study (TEQ Consulting Group)
• Hosted 31% less TCO than 9 system average
• 34% less than Avaya, 32% less than Cisco
• TCO only improves with the addition of sites and users
• But risks include network management, service immaturity, and
vendor stability
• Hosted providers may be subject to additional regulations (e.g. CALEA)
Communications Convergence
The Communications Detective Asks: “How
Do I Contact Someone?”
• How can I contact them?
• IM, voice, cell, e-mail, video?
• Can my system talk to their
system?
• Are they available?
• Are they on the phone or in a
meeting?
• Are they the right person for the
inquiry?
• How do I arrange a conference
call?
• What if they don’t dial into the
teleconference?
• How do I share information?
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The Big Picture
Goal: a single communications infrastructure unifying collaboration, realtime communications, and presence
• Convergence not of voice & data, but rather convergence of all
forms of real-time communications into a unified interoperable
environment
•
•
•
•
Combined with collaboration tools
Integrated into business applications & processes
Extensible beyond organizational boundaries
Delivering measurable business benefit by streamlining and improving the
ability for individuals and groups to communicate
• Voice but just one component of a converged communications &
collaboration infrastructure: voice, video, instant messaging,
conferencing, collaboration and presence as a unified application
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Presence Functional Diagram
AOR:
sip:[email protected]
192.168.1.5
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Softphone /
IM Client
Presence
Server / Presence Agent
192.168.1.5
PUAs
VideoCapable PC
IP Network
PUAs
PUAs
Mobile
Network
Mobile
Phone w/
SIP Client
Softphone /
IM Client
Gateway
IP PBX
SIP, H.323,
Skinny
IP
Phone
An Example
Converged communications in action:
• April 1st 2006 - new product launch
• April 2nd 2006 - 10:00 AM, warehouse reports
inventory shortage
• Inventory control application sends an IM to product manager
alerting her of the problem
• Product manager calls a teleconference via presence portal
• System calls team members preferred devices
• Team members collaborate with real-time application information
in current environments
• All done via a single click through a unified user interface
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Example Products
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Voice and Collaboration vendors rapidly converging their products to support
integrated, presence-based communications
In the VoIP Corner:
Siemens HiPath OpenScape
Nortel Multimedia
Communications Server 5100
Avaya Converged
Communications Server
Mitel “Your Assistant”
In the IM Corner:
Microsoft Office LCS 2005 w/
Office Communicator client
IBM Lotus “Hanover” client
Oracle Collaboration Suite
Who Owns the Interface????
Emergence of SIP
What is SIP?
• SIP is based on the model of establishing “sessions”
between devices, applications, or processes
• More than just phone calls, SIP supports a variety of multimedia
sessions
• E.g. voice, video, instant messaging (with extensions)
• SIP is just a signaling protocol
• Relies on the underlying network for transport services (e.g. QoS)
• SIP makes use of existing Internet protocols and capabilities
• SIP is the “Internet” way of signaling real-time sessions
• Dumb network, smart end-points
• Leverages Internet protocols such as HTTP, MIME, SDP
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The Reality of SIP
The Future Is SIP…But what about the present?
• All vendors of IP telephony products have a SIP story
• Not all of them have products
• Most enterprise telephony vendors only support SIP for
interconnection between systems, not for end-device
signaling
• H.323 and proprietary stimulus protocols (Cisco “Skinny”, Siemens
“CorNet”, Mitel “MiNet”, Nortel UniStim) still dominate
• Why?
• Lack of agreement for SIP feature implementation
• A desire to protect phone system revenues??? ;-)
• Enterprise impact
• Lack of end-point choice - proprietary solutions
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SIP Trunking Services
Eliminating local loops
• Enterprise sends calls to service provider via SIP
• Service provider routes calls to PSTN gateway nearest
destination
• End result:
• Reduction in toll charges
• Elimination of local loops
Service evolution
• SIPConnect and IETF defining common interface
standards
• Some providers offering direct peering services as well
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SIP Trunking Example
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Provider
Gateway
LA
Provider Network
SIP
PRI
PSTN
PRI
SIP
Enterprise Location
Provider
Gateway
NY
IP-PBX
New York
Customer Location
PBX
Los Angeles
Open Source
Open source systems emerging:
• Asterisk - The first “Open Source” call control server
•
•
•
•
Linux-based
Fully featured IP-PBX
SIP or H.323 support
http://www.asterisk.org for more information
• Pingtel’s SIPxchange
Impact:
• Enterprises can develop their own custom phone system
at a very low cost
• But, support is still a challenge
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IP Telephony Security
Requirements:
• Protection of VoIP from internal and external threats
•
•
•
•
•
Eavesdroppers
Hacks against phones, call control servers, gateways
Illicit use of phone systems
Hacks against other components (voice mail servers)
Denial of Service (DoS) attacks
• Reality - Security threats are largely overblown
• Properly installed, VoIP is more secure than traditional TDM voice
• Encryption is a common feature of most IPT systems
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NAT/Firewall Issues
NAT Behavior:
• Multiple devices may share the same outbound IP
address
• No way to reach a device inside of a NAT router without
pinning it to a public IP address
• Many NAT routers such as those used by home workers only have
one external IP address
• Firewalls/NATs block unsolicited in-bound
communications
• Need for firewalls to be VoIP-aware
• Must track call setup to allow call data to flow back in
• Must track extensions to allow in-bound call signaling
• Must be able to support encrypted call bearer traffic
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LAN Security Model
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Data VLAN
Subnet A
Call Server VLAN
Subnet B
Call Server
X
Subnet A
Data to Data
Voice to Voice
Voice to Data
Call Server to Voice
Call Server to Data
Full
Full
Blocked
Full
Limited
Subnet B
Voice VLAN
Security Mechanisms
• Authentication mechanisms
•
•
•
•
Require log-in to use phones
Authenticate phones to network using X.509 certs
Use 802.1x to prevent rogue phone placement
Use MAC address filters to prevent rogue assignment of IP
addresses and transfer of configuration files
• Encryption of sensitive traffic
• SSL/TLS increasingly available
• Intrusion detection at servers and gateways
• Active monitoring (host-based IDS/IPS)
• VoIP-aware firewalls
• At VoIP peering points
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Regulatory Issues
Questions and issues:
• FCC current classifications for VoIP/IPT services:
• Information Services - services that do not connect directly to the
PSTN
• Pulver Free World Dial-up, Gizmo Project
• Essentially a hands-off approach from FCC - no regulations
• Connected Services - services that connect directly to the PSTN
• Vonage, CallVantage, Packet 8, Skype
• Subject to same requirements as traditional PSTN services (E-911,
universal fund fees, CALEA)
• FCC recent ruling that users had the right to access all
“lawful” services over their Internet connection
• So providers can’t block competing voice services, but they may be
able to degrade them
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Agenda
• Why Convergence?
• VoIP/IPT Industry Trends
• Enterprise Experiences and Best Practices
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Enterprise Overview
For most enterprises:
• Implementing IPT will require significant investment
• In upgrading your network
• In training your people
• In overcoming organizational issues
• Cost savings will vary based on your specific environment
• If your network was engineered to support IPT with high reliability and
guaranteed quality of service levels, ROI will be short
• Otherwise, longer ROIs may apply
• Major cost savings comes from:
• Reduced MACD costs
• Reduced network infrastructure (removing dedicated circuits for voice for
example)
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Enterprise Drivers
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What is the driver?
• Applications are the primary driver for VoIP – not cost savings
Ask yourself – is it worth it today?
• Is there a killer application?
• Can you demonstrate ROI or other business benefits
But – accept the fact that you can’t put this off forever
• PBX vendors have ended development of non-IP based products
• Support end-of-life likely to follow
• Cost calculation must include not only immediate cost savings, but
cost of not migrating (e.g. additional support issues)
Enterprise Experiences
Our Experiences:
1. Enterprises are gradually implementing IP telephony
2. Network management remains the paramount
challenge
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Deployment Trends
Burton Group “VoIP Implementation Birds of a Feather” - July 12, 2005
• ~20 large global enterprises represented
• Only two had deployed more than 1,000 phones (both Cisco)
• One had frozen deployment due to ongoing performance management
concerns
• Most others had pilots or small deployments underway
• Consensus
• No ROI justification for fork-lift upgrades but all agreed that IPT is the future
• Typically will only deploy in new/renovated sites or where PBX is obsolete
• Preference for systems that support traditional TDM phones (e.g Avaya,
Siemens, Nortel, etc.)
• Killer app so far is mobile client (soft-phone) for traveling/remote workers
• Bottom line - show me the savings!
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Some Enterprise Observations
Enterprises …
• Deploy based on end-of-life cycle of existing voice PBXs or a measurable,
sustainable operational cost/application benefit, usually in call/contact centers.
• Estimated 60% utilize VoIP and/or IPT somewhere in voice network
• Estimated 20% investigating/planning deployment of IPT voice system
• Estimated 16% plan to deploy IPT system within next 24 months
• Estimated 35% deploy due to lower greenfield/replacement operational costs
• Estimated 15% deploy due to improved employee mobility
• Estimated 15% deploy due to end-of-life cycle replacement
• Estimated 10% deploy due to enhanced messaging functionality (unified com)
• Estimated 10% deploy due to other enhanced application/feature with IPT
Source:Nemertes Research, December 2003
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Business Case/Value for Enterprise IPT
ROI Concerns
Financial ROI can vary significantly, but factors to consider include:
• Savings on network costs
• Cost of doing nothing (no change)
Qualitative benefits
• Improving caller experience
• Improving call management
• Improving employee resource management
• Improving business processes
• Improving network, systems, and applications management
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Management
Network Management Concerns
• Those who have implemented have found
• Problems with echo/call quality
• Lack of sufficient tools for monitoring of call quality
• But
• Tools are getting better
• Numerous vendors are in this space now including:
• Startups such as Qovia and Telchemy
• Performance management/measurement vendors such as Brix,
Concord, etc.
• WAN optimization vendors including Packeteer
• IPT vendors including Cisco and Avaya
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Summary
In Conclusion:
• VoIP deployment is happening, though at a measured rate
• End of lifecycle replacement of legacy systems
• Modernization/transformation of call center operations
• Growth of enterprise VoIP will accelerate in next 2 years
• ~ < 12% of PBX market is replaced annually
• VoIP equipment revenues to surpass legacy revenues in 2006
• Convergence is a positive impact on enterprise
• Security and survivability are concerns but can be managed/overcome
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About Burton Group
A technology-industry pioneer, Burton Group is the leading provider of integrated
consulting, advisory, and research services – exclusively focused on applications and
network infrastructure technologies.
Burton’s services feature a suite of decision-making resources that:
• Guide IT professionals in the strategy of building and the tactics
of managing scalable, secure, efficient networks and their applications.
• Empower Fortune 2000 companies to leverage existing IT resources, achieve
success with e-business goals, and maintain
a competitive edge.
• Core focus areas include:
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•
•
•
•
•
Directories & Identity and Access Management
Network Security
Web Services/Application Architectures
Network Infrastructure / Architecture
IP Telephony / VoIP
WAN Services
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