Transcript IP Telephony

IP Telephony on the Statewide
Network
Seitel Leeds & Associates
June 23, 2004
Agenda
Introduction
Why put IP telephony (IPT) on the statewide network?
What is the statewide network?
How can IPT be placed on the statewide network?
Should I use IPT on the statewide network?
First steps?
When can IPT be placed on the statewide network?
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Introduction
Frank Leeds
–
1990: co-founded Seitel Leeds; serve as
Principal and CTO
–
25 years of IT experience
–
Helped design statewide network
–
Have worked with IPT since 1996
–
Wrote the DIS VoIP Assessment Framework
–
Provide process and IT technology consulting for
a variety of government, education and private
clients
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Why Consider IP Telephony?
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Reasons for IPT
Compelling voice application
–
Multi-media (IM/Web/email/voice) contact center
–
Converged connections (anytime/anywhere,
mobility)
Potential savings via converged transport
–
Voice, video, and data over single WAN transport
Vendors are moving from TDM to IPT
–
E.g. Avaya, NEC, Nortel have all announced IP
focus
End-of-Life (EOL) for voice equipment
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Reasons for IPT, continued
“Other” reasons
–
Vendor discounts for infrastructure swap out
–
Potential reduction in staff
–
Reduction in operational costs
–
Reduction in long distance costs
–
Regional trunk consolidation
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Glossary
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ACD ……
ATM ……
Centrex …
CO
……
DCS ……
FR
……
H.320 ……
HVAC ……
ISDN ……
IVR
……
IPT
……
KSU ……
MPLS ……
QoS
……
PBX
……
PRI
……
SONET ……
SGN
……
TDM
……
Tie-Line …
Trunk ……
VoIP
……
Automatic Call Distribution
Asynchronous Transfer Mode
Carrier managed telephony system
Central Office
Digital Cross Connect System
Frame Relay
ISDN video
Heat, ventilation, air conditioning
Integrated Services Digital Network
Integrated Voice Response
IP Telephony
KeySet Unit
Multi-protocol Label Switching
Quality of Service
Private Branch eXchange
Primary Rate Interface (ISDN digital trunk)
Synchronous Optical Network
State Governmental Network
Time Division Multiplexing
Trunk between two voice systems
Circuit that carries voice traffic
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Voice over IP
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What is the Statewide
Network?
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Statewide Network
SGN, IGN, and PGN w/ firewall segmenting
Carrier circuits – SONET, DS3, DS1, Ethernet
(10/100/1000 Mbps)
Regional aggregation (NW, NC, E, SW, Oly)
Voice (TDM), video (H.320), and routed data
(TCP/IP, some other protocols)
Newer MPLS overlay, ATM aggregation of
Frame Relay circuits
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Data Network Characteristics
Redundant SONET long-haul
MPLS/ATM layer 2 for additional redundancy
and security
Redundant and diverse circuits (both path
and entrance facilities)
Carrier class facilities – HVAC, power,
security, 7x24 staffing
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Voice Network Characteristics
Managed PBX facilities
SCAN service (long distance)
Billing services
Redundant and diverse circuits (both path
and entrance facilities)
Carrier class facilities – HVAC, power,
security, 7x24 staffing
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Network Size (Estimated)
1,000+ institutional sites supported
120,000+ SCAN accounts managed
26,000 PBX lines/handsets supported
23,000 lines of Centrex managed
500,000+ workstations use the network daily
30+ GB to the Internet on daily average
100,000+ email transactions daily average
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IPT on the Statewide
Network…
HOW?
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IPT Nirvana?
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Basic IPT Issues
Need voice skills (they don’t go away!)
Need local dial tone (extended dialing area)
Need local 911 or E911 access
Need quality of service (QoS) and call admission
control (CAC) in both agency and statewide network
links
Need to support current call flow – dial plan, long
distance, speed dials, 800 service, IVR/ACD
applications
Need to handle firewalls in data circuits
Need trunking analysis to support IPT voice calls
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IPT on Statewide Network
Low hanging fruit
–
Converged transport
–
IP Centrex
Further out
–
DIS IPT-managed services
–
Statewide IPT support
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Converged Transport
What
–
Aggregate LD SCAN and data circuits into single
set of transport
–
Provides more efficient use of regional transport
and potential cost savings
Needs
–
QoS on regional WAN (agency and carrier)
–
LD SCAN IP gateway or connection (DIS)
–
QoS on statewide network (DIS)
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IP Centrex
What
–
Local dial tone over IP at small branch
–
More features per phone
–
Integrated dial plan (possibly)
–
911 support
Needs
–
Vendors willing to place IPT in their regional
central offices (Vendor/DIS)
–
Co-location facilities from WAN vendors to IP
Centrex vendors
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Wait! – I want to eliminate SCAN
long distance charges!
Provides statewide dial plan
–
Do you want to manage a dial plan of that scale?
Manages accounts and billing for all of SCAN
–
Do you want to manage the “soft” side of LD?
Larger market basket for IXC circuits
–
All things being equal – IPT operational costs,
potentially higher WAN costs for IPT, dial plan
upgrade – can you really get a lower true cost
than SCAN?
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Should I Put IPT on the
Statewide Network?
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Observations
or “Your mileage may vary!”
Reasons for:
–
Maturing market
–
Multimedia contact
centers
–
–
Difficulties:
Vendors are moving to
IPT
EOL equipment
data upgrades
voice upgrades
–
–
True recurring service
savings are hard to
quantify
–
Support can be more
complex than anticipated
–
Operational savings are
difficult to quantify
–
Carriers not yet ready
(QoS, traffic routing)
–
Internet transit really not
viable!
Job requirements
mobile staff
sales/marketing
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What are My First Steps?
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First Steps
Review and understand your cost and service
allocations by physical region
– Voice
Carrier services (analog/digital, DID, 800, LD)
Messaging services (VM, unified msg., announcements)
Applications (IVR/ACD, call center)
Intercom support
Alarms and other special circuits
–
WAN
–
Data
–
Environmental
Tie-lines
Data circuits
Switching/routing
Messaging
Directory services (AD/LDAP)
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Power
HVAC
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First Steps, continued
Interview your CUSTOMERS (they pay)
–
Features/functionality that must migrate to new
system
–
New features/functionality they need/want
Set life/safety thresholds
–
e.g., IP phones must have 2/4/8/24 hrs of power
(drives UPS costs in the wire closets)
–
PSAP dB updates (how mobile will your staff be?)
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First Steps, continued
Understand your CALL FLOWS
–
Where do calls go today?
–
Will that really change with IP telephony?
Select a representative manufacturer
Design a system at the 10,000 ft level
Collect the costs
–
Call processing, handsets, intercom, E911,
conferencing, UPS/power, WAN, voice circuits,
data upgrades, training, operational tools,
design, implementation, PM, cost of money,
maintenance, support
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Full Scale IP Tel Costs
Probable Real
Converged $
$
$
Today’s
V+D $
Today’s D $
Today’s V $
Hoped for
converged $
Time
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Time
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When ->Timing
DIS will let RFX for small IPT systems this summer
DIS plans to offer IP Centrex services during 4th
quarter 2004 assuming adequate demand.
DIS is conducting domain of change project to prep
organizationally, operationally, and technically for IPT
Looking for ways to integrate SCAN LD into IP
network during 1st quarter 2005
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Questions?
Frank Leeds
[email protected]
www.sla.com
Thank You
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