Transcript IT integration with communications

SIP for the Enterprise
[email protected]*
International SIP ’03 Conference, Jan. 17, 2003
* The opinions presented here may or may not be those of my company
SIP for the Enterprise: Overview
 Global
communications
 Lower cost – new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
2
SIP for the Enterprise
 Global
communications
 Lower cost – new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
3
Global: The Choices Using SIP
PSTN
Switch
3GPP
3GPP2
802.11
PSTN
GWY
WorldCom
Deltathree
Denwa
Telia
other…
Service Providers
Snom
Pingtel
AG HotSIP
IPTel
Vendor solutions without
public PSTN GWYs
Any to any using the Internet
Many other SIP phones…
Also: w. 802.11b coming
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Communications Service Providers

Internet access
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IP VPN

Gateway service to the PSTN
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Local, can be virtual (Telco emergency, free-phone, directory)
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Global
Hosted communication services

“Centrex-like” voice
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Beyond-voice communications: Presence, IM, video,
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Collaboration
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Mobility

ENUM

…other…
Edge services

NAT/FW & traversal
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QoS
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SLA monitoring
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Header compression
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SIP for the Enterprise
 Global
communications
 Lower cost – new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
6
Telephony-style PBX/Centrex SIP Features
•
Call hold
•
Music on hold
•
(Un)Attended call transfer
•
Consultation hold
•
Call forwarding/unconditional
•
Attended transfer
•
Call forwarding/no answer
•
Busy call forwarding
•
Single line extension
•
3-way call
•
Call pickup
•
Find-me
•
Outgoing call screening
•
Call park
Ref: <draft-ietf-sipping-service-examples-02.txt>
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SIP changes the assumptions about Cl.5 & PBXs
•
Parallel voice and IM/e-mail communications: Attended transfer and consultation hold
may use IM as a parallel communication channel,
•
Wireless IP presence and location information,
•
Use presence attributes for polite calls,
•
Use presence for call-back,
•
Use presence to set up ad-hoc conferences,
•
Use PC with GUIs and 3pcc to invoke all features,
•
Attendant work station becomes SIP telephony device,
•
Voice mail becomes a component of unified messaging,
•
Include cordless/mobile phones and devices,
•
Extend enterprise communications with SIP mobility,
•
Integrate video and data collaboration.
•
New/changing communications and media for the enterprise makes PBX/Centrex just as
starter service.
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Example of Unified Messaging
Caller is leaving a
voice message
4 Called party
does not answer
1 PSTN or
mobile call
VoIP
Gateway
3 Call is forked to phone
and to UM server
SIP NOTIFY
MSG Waiting
3
SIP Server
2
3
Message
retrieval by
voice
Legend:
Deposit voice mail
Retrieve voice mail
via PSTN or e-mail/web
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5 Message
store takes
call after 10s
e-mail notification
UM Server
Web retrieval and
playback using RTSP
Unified Message Store
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Unified Messaging Handling Example
Voice mail, e-mail and fax in Windows Outlook
Courtesy:
Ref: http://www.inin.com/Products/CIC/features.asp
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Agent Softphone
Windows file paradigm GUI
Windows for queued calls, PBX functions and agents with availability
Courtesy:
Ref: http://www.inin.com/Products/CIC/features.asp
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SIP for the Enterprise
 Global
communications
 Lower cost – new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
12
Enterprise User Scenario Example: Four Basic Profiles
Sally,
Medical Device
Sales Manager
Home
Network
Away
Office
Campus Meeting
DSL/Cable
Modem
LAN
CDMA, GPRS,
WLAN Hotspot
WLAN, CDMA,
GPRS
Notebook PC,
phone/mobile
Notebook PC,
SIP Phone
PDA, Mobile Phone
Devices
PDA, Mobile
Phone, SIP phone
Activities/
Applications
Planning next
day’s activities
with CRM;
email; calls
Final touches to
Powerpoint
presentation,
conference call
with System
Engineer
Responding to
voicemail,
checking email
in parking lot
Accessing
contract on
Exchange
Server. Check
inventory on
ERP
Courtesy Coldwater Networks
Average increase in productivity is 22%*
*Ref: NOP World Wireless LAN Benefits Study, Fall 2001
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Roaming Scenario
Walled Garden
Open Internet
LAN, WLAN hot spots and 3G wireless mobility
3G Wireless Coverage
Home WLAN
Office LAN
Hotel WLAN/LAN
Multi-mode Radio Card
Airport WLAN
Restaurant WLAN
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Value: Mobility Across All Networks
AAA SIP Mobility
Internet
WAM
CPE
Wireless LAN
Presence
Location
SMS-IM
Voice
Wireless
Network
GWYs
Voice
GWY
SIM SIP chip for
GSM phones
Wireless
Networks
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SIP for the Enterprise
PSTN
15
SIP Application Level Mobility
Personal Mobility
User is reachable under the same identifier on several networks, at
several terminals, possibly at the same time.
Service Mobility
Ability to obtain the same services while roaming: Services, personalized
GUI, directory, ‘dial plan’ – “don’t leave home without it”.
Terminal Mobility
Reachable by the same application layer specific URL, using dynamic
acquired IP addresses.
Pre-call, mid-call, recovery from disconnect.
Ref: http://www.cs.columbia.edu/~hgs/sip/drafts_mobility.html
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Personal Mobility
[email protected]
[email protected]
yahoo.com
[email protected]
Reach Alan
[email protected]
sip.wcom.com
tel:[email protected]
tel:[email protected]
tel:[email protected]
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SIP for 2.5-3G & 802.11.x wireless is quite promising
http://www.microsoft.com/mobile/pocketpc/learnmore/hardware/americas.asp *
* Sampled from
Compaq
Dell
HP
NEC
two dozen products
Casio
Mexmal
Toshiba
Microsoft Portrait
1/17/2003
ASUS
SIP for the Enterprise
Siemens
Toshiba
HP
Toshiba
18
SIP for the Enterprise
 Global
communications
 Lower cost - new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
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Leverage All Capabilities in Windows Messenger
Commworks SIP Network Gateway
Microsoft Messenger based on SIP
1. POTS Connectivity
• PC to phone
2. IP Communications
• Presence
• Text messaging (IM)
• Voice, telephony
• Video
3. Data Collaboration
• Whiteboard
• Application sharing
• FTP
Laptop and desktop become full communication enabled
Mobility with SIP for mobile devices!
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SIP for the Enterprise
Global communications
 Lower cost - new services
 Increased productivity

Mobility
 Collaboration

Only the conventional apps shown here
IT integration with communications
 Placement of services
 Dead ends
 Conclusions

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CRM SIP Functions
All CRM functions can be
implemented as SIP
network based software.
Eliminate discrete circuit
switched boxes:
• PBX
• ACD
• IVR
Private Branch Exchange (PBX)
Automatic Call Distribution (ACD)
Interactive Voice Response (IVR)
Unified Messaging
Web Interaction Management
E-mail Management
Software Phone
Remote Connectivity
Multi-Site Capabilities
Real-Time Supervision and Alerting
Reporting
Call Recording and Monitoring
Fax Services
Text-to-Speech and Speech Recognition
Database Connectivity
Mainframe Connectivity
Voice Over IP (VoIP)
Customization
Predictive Dialing
Agent-Side Visual Call Scripting
Ref: http://www.inin.com/Products/CIC/features.asp
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SIP for the Enterprise
 Global
communications
 Lower cost - new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
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Placement of SIP Services
Depends on size of enterprise
All
services
can be
hosted
Many
services
can be
hosted
Smallest size
Largest size
Gateway service
Global communications
ENUM
Collaboration
Mobility
All
services
shown on
slide 5
1/17/2003
Some
services
can be
hosted
SIP for the Enterprise
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SIP for the Enterprise
 Global
communications
 Lower cost - new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
SIP for the Enterprise
25
Are softswitches and IP PBXs alternatives to SIP?
The proprietary IP PBX and softswitch are Internet unaware:
• Telephony-voice centric: PSTN & PBX emulations
• Services are unavailable outside of enterprise/ISP limits
• Central control
• Proprietary closed systems
• Ownership risk: There is no 2nd source for
• phones
• servers
Traditionally designed to be not interoperable
(some rare recent exceptions)
• Ownership cost: High for maintenance & custom development
• No standard presence
• No standard mobility
No integration with the web: Info, application, transactions
Single advantage: Turnkey systems
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The Fallacy of Phone-Phone LD Bypass and Cl.5 Emulation
Screen capture as of 9/14/02 – other telephone switches found as well
PSTN circuit switching:
Quality is OK
Lower cost per port
Countless features, Centrex
Works reliably
Global PSTN
Standards
IN un-bundles services & switch
The “softswitch” and IP PBX are a
step backward from PSTN, while
lacking:
New services (Long list for SIP)
Data
Integration of voice and data
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Strange Things Happen
Strangely enough, avoiding the true shift to IP by
emulating the circuit switch and its central
control over IP is popular with many telephone
network operators and they seem willing to
spend significant investments in this area.
In a similar manner, IT managers still seem to be
willing to buy proprietary IP voice systems,
without worrying about the cost and limitations
further down the road.
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The IM Tower of Babel
The large IM providers: MSN, AOL, Yahoo
2nd Tier: Jabber, other, everyone exercising XML or Java
Messaging software vendors: 36 listed on one site alone
Specialized: Customer Service IM, 3D, video, avatars
Host your own IM with Web hosting
Wireless/Mobile Services: Various IM systems
SMS: High price for micro data usage shows user interest
Wireless/Mobile Vendors: Wireless Village
The absurd path backwards of incompatible IM systems:
The more incompatible IMs there are, the less value each has
This is worse the pre-Internet mail systems used to be
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IM Security Risks
Many executives and employees still use public unsecured IM
IM logs can be a corporate hornet nest
Eavesdropping, physical tracking
Virus distribution
Many IM cannot be scanned for viruses
Undermines browser security
Download prompts:
Agents for DDOS, Trojan horse, backdoor programs
 exercise remote control
 expose confidential data
 install other malicious software
 change files,
 delete files
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Requirements for Presence and IM
Short List:
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Global-Internet wide standards based
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Presence as generic event for all applications
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Same communication stack for all applications
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Same global routing infrastructure
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Same data sets and databases
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Same Servers
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Same UAs as for other media
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Same authentication, message integrity and privacy
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E2E, replay, DOS and other protections
Model and requirements: RFC 2778, RFC 2779
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IETF SIMPLE WG I-Ds
Session Initiation Protocol (SIP) Extensions for Presence
An Extensible Markup Language (XML) Based Format for Watcher Information
A Session Initiation Protocol (SIP)Event Template-Package for Watcher Information
CPIM Mapping of SIMPLE Presence and Instant Messaging
A SIP Event Package for List Presence
http://www.ietf.org/html.charters/simple-charter.html
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SIP for the Enterprise
 Global
communications
 Lower cost - new services
 Increased productivity
 Mobility
 Collaboration
 IT
integration with communications
 Placement of services
 Dead ends
 Conclusions
1/17/2003
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Conclusion: The Value of SIP IP Communication Services
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Higher service resilience than PSTN - proven
Better voice quality than PSTN*
Multimedia: Text, voice, video, data
Mobility for all communication services
Presence based services
Integration of voice mail, e-mail, IM, SMS
Multiple conferencing models and media
Call routing heaven + ENUM
Secure communications
User preferences and control for all of the above
Integration with the Web:
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Communication, information, productivity apps, entertainment, transactions
Gateways to PSTN, mobile telephony, paging networks, ISDN, H.323, etc.
100% open standards based, multi-vendor interoperable
Service development is easy and fast
Bottom line: Lowest overall cost
* Ultimate 4-wire, no distortion, no noise, no echo-tail, no freq dist, close to 4/8 kHz bandwidth vs.3.1KHz PSTN
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