Transcript No Slide Title

IP Telephony and Voice Over IP:
A Technology Primer
Chris Duncan
McMillan Binch LLP
Director of Information Technology
LawNet - August 26, 2004
Overview
• McMillan Binch overview
• What is VoIP?
• Why do VoIP?
• Selling to firm/risk
• Cost/Cost savings
• Things to consider
Overview
• Network preparation
• Quality of service/security
• Preparation for purchase
• Cisco solution provides
• Success/Failures
• Demos (softphones/UM/CRM)
First Things First
• Let it be known that I am not a presenter,
I am a techie
• Interrupt or ask questions at any time
• This is not a sales pitch
McMillan Binch Overview
• 155 Lawyers
• 475 total staff
• Single Toronto location
• Recently moved to Cisco IP solution
replacing Rolm Model 50 9005
• 525 phones (7960 Series)
• Wifi 802.11a and 802.11g guest/private
networks throughout firm
• Cisco CallManager with Unity Mail
What is VoIP?
VOICE
Collaboration
DATA
Calendar
Voice
Messaging
Web
Application
Email
Instant
Messaging
Telephone
Services
VIDEO
Video
Conferencing
Audio
Conferencing
What is VoIP?
Calendar
Collaboration
email
Instant
Messaging
Web
Application
Video
Conferencing
Audio
Conferencing
Telephone
Services
Voice
Messaging
Why VoIP? Traditional PBX
• Pros
Already in place
 No additional cost
 Provides dial tone
 Performs most required functions
 Stable, no “risk”
• Cons
 Development ceased
 Perception of “old” equipment
 Limited disaster recovery
 Limited new functions
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Why VoIP? Hybrid
• Pros
Already in place
 Add required functionality
 Add remote sites/mobility
 VoIP function for VoIP phones
• Cons
 Support two platforms
 Traditional/VoIP phones
 Possible limitations of switch
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Why VoIP? VoIP
• Pros
Full functionality
 More support options
 Toll cost savings
 Improved moves/adds/changes
 Less cabling
 Same network
• Cons
 Full UPG (cost)
 Same network
 New/Risk
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Why VoIP for McMillan Binch?
• Support for existing product becoming
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difficult
Ongoing costs and timing of moving
existing equipment
Limitations of current switch
Unified messaging capabilities
Required upgrade to existing voicemail
hard drive
Why VoIP for McMillan Binch?
• Fiber runs in new space, not copper
• Could fully test new solution in new space
• Reduced cabling costs
• Cost of moving existing switch $185,107 CDN
Selling to the Firm/Risks
• Tough job, why should they spend huge
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dollars on risk?
Dispel myths
Understand potential cost/administration
savings
One network to support
Mobility/Teleworker
Selling to the Firm/Risks
• Disaster recovery
• Security
• Include Management/Lawyers in process
• Document decision making process
• Block all public accessible ports (turning
off switch)
Cost/Cost Savings
• Reduce management costs
• Toll bypass
• Simplified set up of remote locations
• Move/add/changes
• Lower cabling costs
• Equipment comparable to traditional
PBX/phones
Cost/Cost Savings
• In house development
• Remove 1FL lines
• More support options/providers
• Mobility/Teleworker gains
Network Preparations
• One cable network
• Power Decisions
Adapter
 In-line power adaptor
 In-line powered switches
• UPS
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Network Preparations
• Workstation UPS
• Redundant switches/servers
• Possible generator power
• Copper line backup
• Power all ports if possible
Quality of Service/Security
• Needs of layer 3 network (sub networks)
• QOS software to set packet privileges
• Ensure proper IP address structure
• Echoing expectations
• Wide area link speeds
• Phone quality
Quality of Service/Security
• More secure than copper
• Can record “own” conversation
Preparation for Purchase
• Involve Management and Lawyers (provide
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options)
RFI to vendors
RFP to suppliers
Document existing switch functions
Document how new VoIP solution can
provide functionality
Preparation for Purchase
• Ask vendor for options
• 3rd party development
• Upgradeability
• Proven technology
• Work in existing infrastructure?
• Wifi needs?
Preparation for Purchase
• Call recording
• Training
Preparation for Purchase
• Things to Consider
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Number of lines or phones
Intercom needs
Full duplex phones
Soft keys
Head set ready
Inline power or powered (what about
power failures?)
Preparation for Purchase
• Things to Consider
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Profile editing
Work with wifi network
Conference ad hoc and scheduled
Cost recovery
Time synchronization
Vendor support
Preparation for Purchase
• Things to Consider
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Not running phones/software on PC’s
dependant on power
Cisco Solution Provides
• Multiple phone options
• Upgradeability
• Proven technology
• Technology leader
• Works with existing infrastructure
• XML development
• Power over ethernet
Cisco Solution Provides
• Wide area support
• Wifi integration
• Soft phones
• Unified messaging
• Mobility
• CRM integration
Cisco Solution Provides
• Disaster recovery options
• Conferencing
• Directory services
• 3rd party cost recovery
• Ease of use, minimal training
• Excellent quality phone
Cisco Solution Provides:
Clustering Over the WAN
CallManager
cluster
Voice
Mail
Server
Voice
Mail
Server
IP
Phones
IP
Phones
Space
Toronto
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Phoenix
CallManager cluster across sites
Applications can be centralized or distributed
Single Point of Administration, Extension Mobility
Feature Transparency and Unified Dial Plan
Hardware, database and application resiliency
Dial plans and routing maximize PSTN connectivity and minimize
toll charged – internal and external
Cisco Solution Providers
Data
Call Control Traffic Traffic
ISDN
Backup
CallManager
Cluster
IP WAN
Router
Phoenix
Branch
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Voice Traffic
Toronto
PSTN
Head Office
Cisco IP phones automatically reconfigure
Retain all basic features (DID, DOD, Call Hold, Transfer,
Speed Dial, Caller ID, Call Forward).
All calls now routed out local gateway
Automatically re-homes to CallManager when WAN link
returns
Cisco Solution Provides:
Directory Services
• Corporate Directory
• Missed, placed,
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received calls
Client, personal
Directory
Fast Dials
411
Billing and Client
codes
Cisco Solution Provides:
Cisco Conference Connection
• Audio conference
server with webbased scheduler
• Removed high costs
of conferencing and
collaboration
• Supports up to 100
ports
• Email internal and
external attendees
Cisco Solution Provides:
Phone Configuration – 99 Fast Dials
Cisco Solution Provides:
Phone Configuration – User Experience
Cisco Solution Provides:
What can I do with Cisco phones?
Inventory Check
Flight Schedule
Interest Rates
Employee Directory
Class Registration
Emergency Bulletin
Wake up Call
Time Card
Headline News
Shipment Tracking
Advertising
Instant Messaging
Account Codes
Unified Messaging
Purchase Requisitions Conference Manager
Employee Benefits
Local Attractions
Outlook Integration
Room Service
Cisco Solution Provides
• Activate recording during the call
• Keeps entire call in cache
• Replay via web and email to colleagues
• Affordable, scales from 1 phone upwards
Successes/Failures
• Huge success, everyone likes
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phones/functions (comfort)
Some concerns on settings, timeouts, cost
recovery
Echo needed to be tweaked
Training almost not necessary
Love soft keys and directories
Love the Q.O.S. and clarity
Response on keys almost too quick
Demos
• Unified Messaging
• Softphones
• CRM Integration
Questions
[email protected]