Transcript Converting the Data Network to Voice

Intelligently Managing Your Migration to an
IP Communications System:
Investment Protection and Cost Reduction
VoiceCon 2006
William King
Senior Technical Marketing Manager
IP Communications Migration
© 2006 Cisco Systems, Inc. All rights reserved.
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Customer Situation and Challenges
• Customers are seeking to reduce communications costs, improve
processes and productivity, and ensure business resiliency
• Benefits of IP communications applications are clear, but
customers need cost-effective transition to IP Communications
Customers need low-risk, evolutionary solutions
Solutions must work with existing PBXs and voice mail systems
Most customers cannot afford change out everything at once
Integration with other tools and processes (directories, e-mail, mobile
devices etc.) is also required
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Customer Situation and Challenges
• Product lifecycles are forcing technology decisions
– Avaya Octel and Nortel Meridian Mail End-of-Life situation
has caused customers to consider alternative solutions
– Large volume of equipment purchased prior to Y2K is
reaching end of useful life
• Technology does not dictate your strategy
• Cisco® empowers you to intelligently plan your migration
strategy
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Fundamentals of the Migration
• Migration will take place over a
period of time, it is not instantaneous
• Migration requires planning and
coordination across the organization
• Migration should minimize short term
and long term impact to users
• Migration choices are based on many
factors, including ROI, long-term
vision, organizational and geographic
considerations, and “lessons
learned” from past experience
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Typical Path to IP Communications
Lab Trial
Before You Begin
Live Pilot
Migration Plan
Greenfield
Deployments
Implementation
Business
Analysis
Commitment
to IPC
Day 2 Support
Migration
Ongoing
Management
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Network Readiness
• Use QoS in LAN, MAN, and WAN
No shared media LANs—Switched LANs only
End-to-end QoS/Call Admission Control required
• Bandwidth requirements
Calculated total requirements, use Call Admission
Control and cRTP
• Network availability
Network design, redundancy and best practices
• Network-based authentication and security
• Power for endpoint devices
Power budget in wiring closet, prepare for Power over
Ethernet
• Plan for E911 support with automated location management
• Have a thorough migration plan
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Deployment Planning
EXAMPLE
• Opportunities to migrate to IPC
exist throughout an
organization:
Greenfield
IP Telephony
–Greenfield IP Telephony
–Large Site IP Telephony
–Remote Site IP Telephony
Video
Conferencing
Remote Site
IP Telephony
VoiceMail/
Unified Comm.
–Contact Center
–Voice Mail/Unified
Communications
Mobile
IP Telephony
–Audio Conferencing
–Video Conferencing
Audio
Conferencing
–Mobile Telephony
• Where to begin is unique for
each deployment, and depends
on business and technology
factors
Migrating to an IP Communications System
Large Site
IP Telephony
© 2006 Cisco Systems, Inc. All rights reserved.
Contact
Center
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Current Voice Network
Regional Office
Legacy
VoiceMail
Legacy ACD
Legacy Phones
Legacy PBX’s
Legacy PBX
PSTN
Headquarters
Internet
Legacy PBX/KTS
VPN Access
Branch Office
Telecommuter
TDMIP Call
Control &
Based
Networks Endpoints
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
Applications
Converged
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Step 1: IP Call Control in One Site
Regional Office
Cisco Unified
CallManager
Legacy
VoiceMail
Legacy ACD
Legacy Phones
Legacy PBX’s
Router/GW
PSTN
Router/GW
Headquarters
Internet
Legacy PBX/KTS
IP WAN
VPN Access
Router/GW
Branch Office
Telecommuter
TDMBased
Networks
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
IP
Call
Contr
ol &
Endp
oints
Applications
Converged
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Step 2: IP Call Control Interworking with
Legacy PBX at HQ
Regional Office
Router/GW
Legacy
VoiceMail
Cisco Unified
CallManager
Cisco Unified
CallManager
Router/GW
PSTN
Legacy ACD
Router/GW
Headquarters
Internet
Legacy PBX/KTS
IP WAN
VPN Access
Router/GW
Branch Office
Telecommuter
TDMBased
Networks
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
IP
Call
Contr
ol &
Endp
oints
Applications
Converged
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Step 3: Migrate Remaining HQ Users from
Legacy PBX
Regional Office
Router/GW
Legacy
VoiceMail
Cisco Unified
CallManager
Cisco Unified
CallManager
Router/GW
PSTN
Legacy ACD
Router/GW
Headquarters
Internet
Legacy PBX/KTS
IP WAN
VPN Access
Router/GW
Branch Office
Telecommuter
TDMBased
Networks
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
IP
Call
Contr
ol &
Endp
oints
Applications
Converged
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Step 4: Extend Centralized Call Control to
Remote Sites
Regional Office
Router/GW
Legacy
VoiceMail
Cisco Unified
CallManager
Cisco Unified
CallManager
Router/GW
PSTN
Legacy ACD
Router/GW
Headquarters
Internet
IP WAN
VPN Access
Cisco Unified Survivable
Remote Site Telephony
Branch Office
Telecommuter
TDMBased
Networks
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
IP
Call
Contr
ol &
Endp
oints
Applications
Converged
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Step 5: Migrate Remaining Applications
Cisco Unified
CallManager
Regional Office
Cisco Unified
CallManager
Cisco
Unity
Router/GW
PSTN
Router/GW
Headquarters
Internet
IP WAN
VPN Access
Cisco Unified Survivable
Remote Site Telephony
Branch Office
Telecommuter
TDMBased
Networks
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
IP Call
Control &
Endpoints
Applications
Conver
ged
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IP Telephony TDM PBX Interoperability
• Interoperability between IP Communications and the PBX
• Ability to have and reuse existing centralized voicemail equipment
Existing
Voicemail
System
Cisco Unified
CallManager
QSIG
QSIG Trunk Between
CCM and PBX
PSTN
PSTN
Cisco Unified CallManager Supports:
•Lucent/Avaya Definity G3
•Nortel Meridian 1
•Siemens Hicom 300 E CS
•Alcatel 4400
•Siemens Hicom 300 E
•Ericsson MD110
http://www.cisco.com/go/interoperability
Migrating to an IP Communications System
PBX
•
QSIG is a Inter-PBX signaling protocol 15+ year old
industry-standard, supported by the world’s leading
vendors
© 2006 Cisco Systems, Inc. All rights reserved.
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Integration to Existing Voicemail
• Challenges:
Voicemail
Voicemail
Migration of phone users from PBX
to Cisco Unified CallManager
Keep existing voicemail system
and integrate with both Cisco
Unified CallManager and PBX
Analog
Ports
Digital
Ports
SMDI
Cisco Unified
CallManager
Nortel
PBX
• Solution differs depending on VM,
PBX and type of integration
Voicemail Vendor Certified Solutions
SMDI Support/
CallManager
Certified
Dual SMDI
Support
Digital Phone
Integration
Avaya (Octel) Aria
Yes/Yes
Yes
Yes
Avaya (VMX) Serenade
Avaya Intuity
Yes/Yes
Yes/Yes
No
No
Yes
No
Nortel CallPilot
Yes/No
No
Yes
Meridian Mail (GP)
Yes/No
Yes
No
Siemens PhoneMail
Yes/Yes
No
Yes
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Unity Migration
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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How Cisco Unity Eases
Migration to IP Communications
• Cisco Unity® increases organizational effectiveness and employee
productivity
Access to messages from anywhere, from any device
Enables employees to respond more quickly, increasing organizational effectiveness
• Cisco Unity interoperates with existing infrastructure—PBXs or legacy
voicemail
Integration with existing TDM infrastructure enables customer to migrate at planned
pace
Lowers operating costs—faster moves, adds, changes
Works with existing tools and processes (directories, e-mail, mobile devices, etc.)
• Customers can migrate to a full IP solution at their own pace
Cisco Unity can be installed prior to deployment of IP telephony and will work with
IPT, protecting customer’s investment
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Migration Example
• Saving several million dollars annually
• Replace 160 Avaya systems with 45 Cisco Unity® systems
• Develop Best Practices that can be leveraged by our customers
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Unity
A Powerful Migration Tool
Dual Switch Integration
•Allows for seamless deployment and migration of users from one
system to another at the customer’s pace
•Protects existing TDM PBX investment during transition to IP
TDM PBX
SMDI Link
Cisco Unity®
Server
Microsoft Exchange
message store
Analog Lines
Legacy Phone
IP SCCP
(Skinny)
T-1 line
PSTN
3600 Router
Workstation with
Microsoft Outlook
Cisco® Unified
CallManager
Migrating to an IP Communications System
IP Phones
© 2006 Cisco Systems, Inc. All rights reserved.
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Unified Messaging Interoperability with
Existing Voicemail Using AMIS
Traditional TDM voice
mail system
AMIS/Analog
Octel connection,
via analog lines
Octel Analog
Networking to
Octel System
Cisco Unity
Server
®
TDM PBX
Legacy Phone
SMDI Link
Microsoft Exchange
message store
Analog Lines
IP SCCP
(Skinny)
VPIM
PSTN
IP Phones
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
Workstation with
Microsoft Outlook
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Cisco Unity Integration with Voice Mail Systems
using Voice Protocol for Internet Messaging (VPIM)
• One Unity is VPIM
enabled
Call Pilot
Meridian Mail
• The other Unity
Networked
Mail Net Gateway
• All VPIM messages go
through the Internet
Voice Connector,
VPIM Message
Over SMTP
• This is for both in
bound and out bound
traffic.
• Incoming messages
do a global search, so,
there can be no
dialing conflicts in the
Unity Network
IVC
VPIM Enabled
Networked Unity
Cisco Unity
Bellevue Server
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Unity
Dallas Server
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Cisco Unity
Voice Message Interoperability
Voice Mail
Supported
Pros
Cons
AMIS
Unity Bridge
•PhoneMail
•Meridian Mail
•Repartee,
•Octel 100, 250 & 350
•Intuity Interchange
•Centigram
•Avaya/Octel Unifed
Messenger
•Octel 100, 250 & 350
•Intuity Interchange
•Meridian Net Gateway
for Meridian Mail
•Centigram
•Nortel CallPilot
•Intuity Interchange
Widely supported &
understood for
legacy voicemail
systems
Native Analog Octel
Networking, advanced
msg, directory change
synchronization
Digital, industry
standard, efficient
Basic subscriberto-subscriber
messaging only, no
directory sync
Limited to Octel/
Intuity Interchange, no
digital networking for
Aria/Serenade, limited
NDR
Not yet widely
adopted or supported
No Directory change
synchronization
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
VPIM
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Cisco Unity PBX IP Media Gateway (PIMG)
Cisco® Unity
Server
Legacy PBX
PIMG
Microsoft Exchange
message store
SIP
•An 8 port, stackable integration device designed to offer a high
quality connection between Cisco Unity or Cisco Unity Connection
servers and your existing legacy Private Branch Exchange
(PBX) switch
•Emulates a digital phone (station) on the PBX side and connects to
the Cisco Unity server on an IP connection using the Session
Initiation Protocol (SIP)
•Up to 9 PIMG's can be stacked and connected to a single legacy
PBX to provide up to 72 simultaneous voice sessions to the Cisco
messaging server.
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Legacy Voicemail Network
Legacy PBX
Legacy PBX
Legacy PBX
Octel
Audix
Octel
Octel
Phone
Mail
Legacy PBX
Call
Pilot
Legacy PBX
Legacy PBX
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Unity Branch Office Consolidation
Legacy PBX
Legacy PBX
Legacy PBX
PIMG
PIMG
PIMG
Cisco® Unity
PIMG
Legacy PBX
PIMG
PIMG
Legacy PBX
Legacy PBX
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Cisco Unity Branch Office Consolidation
• Customer benefits review
Single point of administration
Enables admin by a single administrator
Multiple system administration not required
Eliminates voice networking administration
Cisco Unity auto attendant can access all locations
Single system support contract
Eliminates all analog networking expenses
Failover/redundancy affordable for all location at one
centralized site
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Contact Center Migration
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Customer Interaction Network
Web Apps,
Business Rules,
Speech-enabled
Routing Logic,
self service
Treatment Engine,
Reporting
• Shared applications/services
• Hosted anywhere on network
• Distributed services and end points
CVP
• Standards based interfaces
Agents
Voice/Data
Network
CRM
Internet
PSTN
Migrating to an IP Communications System
Telephony
Gateway
Stores / Home Agents
Knowledge Workers
Departmental Care Groups
© 2006 Cisco Systems, Inc. All rights reserved.
Cisco Unified
CallManager
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Migrating to a Customer Interaction Network
Leverage the legacy, invest for the future
• Speech-enabled Call Treatment
• Queue, treat and control at the edge
• Efficient switching of calls to legacy ACDs
• Reduced transport costs
• Pulling intelligence into the network
• Improved cross-site transfers
LEC
Long
Distance
(800) Carrier
IP
Network
LEC
Toll Bypass
Vendor
XYZ
Local
Exchange
Carrier
Migrating to an IP Communications System
CVP
© 2006 Cisco Systems, Inc. All rights reserved.
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Graceful Migration to IP Agents
Compelling Events
• Branch and Store Transformation
• Green field sites
• End of Life
• Remote agents
• Disaster recovery mandates
• Partnering or outsourcing
LEC
Long
Distance
(800) Carrier
ICM
IP
Network
LEC
Toll Bypass
Local
Exchange
Carrier
Migrating to an IP Communications System
CVP
© 2006 Cisco Systems, Inc. All rights reserved.
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Continued Migration
Flexible “units” for migration
• Migrating systems from TDM to IP
• Additional sites
• Expansion of IP agents
LEC
Long
Distance
(800) Carrier
ICM
IP
Network
LEC
Toll Bypass
Local
Exchange
Carrier
Migrating to an IP Communications System
CVP
© 2006 Cisco Systems, Inc. All rights reserved.
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Full Transition to IP in Enterprise
Accrue the full benefits
• True convergence – cost savings
• Complete flexibility
• Migrating systems from TDM to IP
• Additional sites
• Expansion of IP agents
LEC
Long
Distance
(800) Carrier
IP
Network
LEC
Toll Bypass
Local
Exchange
Carrier
Migrating to an IP Communications System
CVP
© 2006 Cisco Systems, Inc. All rights reserved.
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Additional Resources
• Cisco IP Communications Interoperability Portal - designed to
help you interoperate with your current architecture and
applications when moving to Cisco IP Communications.
http://www.cisco.com/warp/public/779/largeent/avvid/inter_operability/
• Cisco IP Telephony Solution Reference Network Design
(SRND) for Cisco Unified CallManager 4.0 and 4.1 - provides
design considerations and guidelines for deploying Cisco IP
Communications solutions.
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_impl
ementation_design_guide_book09186a00805fdb7b.html
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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Summary
• Benefits of IP communications
applications are clear, but
customers need cost-effective
transition to IP Communications
• Product lifecycles are forcing
technology decisions
• Technology does not dictate your
strategy
• Cisco® empowers you to
intelligently plan your migration
strategy
Migrating to an IP Communications System
© 2006 Cisco Systems, Inc. All rights reserved.
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© 2004, Cisco
Systems, Inc. All rights reserved.
Migrating to an IP Communications
System
© 2006 Cisco Systems, Inc. All rights reserved.
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