Transcript Slide 1
VOIP Concept & Practicality in London Borough of Newham Introduction • Ganesh Thangarajah – ICT Portfolio Manager – Technical & Investment Analyst (VOIP/IPT) – Concept & Implementation Where is Newham? Here In the heart of the East End. Host borough for the London 2012 Olympics Newham Network Infrastructure • 4500+ Users • 125+ Sites • 76 Sites connected to the core network by Dark Fibre • 90% of the work force is served by the Dark fibre network Newham Network (Legacy) Cable Dial E-Mail Voice Mail DSL Desktop Video Web PBX Voice ACD TDM Data Extranet H.323 ISDN E-Commerce H.320 Video Room-Based • • Separate infrastructures for data, voice, and video Circuit switched network not designed to handle future converged data, voice, and video demands Concept Cable Web E-Mail Data Dial Extranet DSL Internet Call Centre IP Telephony IP E-Commerce Network PBX ISDN Voice Video Converged Architecture—Highly Adaptive, Open, Scalable, and Unified All eggs in one basket?!!!! Voice Network Resilience • Dependent on business size and Requirements • Phones switchover to working server Physical Concept Traditional Telephony system IP Telephony System MCS 7800 Series Server Ethernet LAN Switch Voice Enabled Router or Gateway Justification of Concept • Business driven – Valid business case (Financial & Non-financial) – Predictable Return on Investment – Complies with Corporate strategy / service plan • Safeguard existing investments – Infrastructure – Telephony systems Options 1. Complete Voice infrastructure replacement (Big Bang!) 2. Upgrade the existing voice infrastructure 3. Deploy an interoperable VOIP/IPT solution 4. Do nothing! Risks & Constraints • • • • • • • • Bandwidth Requirements Quality of Service Security Procurement User & Administrator Training Issues Interoperability with existing voice network Cost of IP Telephony Handsets Culture Shock! Benefits – ICT Perspective • Single Network – Maintenance, Cabling, Administration, Support, Moves/Adds/Changes (MAC’s), Staff • Voice Business Continuity – Integral component to an effective voice business continuity plan – Can be compared against other less effective plans – Voice message backup/restore • Real Estate – Space Utilisation, Reduced Operational Costs, Flexibility Benefits – Continued… • Reduced Call Costs – Reduced mobile phone usage – Extension Portability Campus Roaming, Home Office, Other Location – Unified Messaging • Small Branch Office – Centralised Call Processing – No on-site PBX • Reduced PC Costs – IP phone can replace a web-enabled PC or laptop in certain environments Introduction • Jaimin Patel – Head of Customer Services Performance Strategy – Head of Language Shop – Practicality & Operational Benefits Benefits – Language Shop • Customer improvements – BSL, Routing callers to the right service • Staff efficiency - Dialling directly from Applications • Management information -Examine variations • New functionality-call recording and time recording • Cultural change-Staff attitude towards new technology Key Issues • • • • • • Implementation with staff Building trust & confidence / openness Demonstrate quick wins Follow through suggestions / Complaints Address faults quickly Capitalise on success by linking to process reviews THANK YOU! For further info please contact [email protected] [email protected]