Poste Italiane - Empowering the Workforce with Unified Communications-

Transcription

1 Poste Italiane - Empowering the Workforce with Unified Communications- 21-Feb, 12:00-13:00 Auditorium 341, Level 3 Speakers: Antonio Talamo Marco Michelozzi

2 2 Posteitaliane Group & Activities Employee > Country coverage Main offices 140 Post offices Logistic Center 105 Revenue 16,5 B Postal sevices 5,2 M Financial services 4,0 M Insurance services 7,0 M Checking Accounts : 4,583,000 Growth 2005/ ,6% Posteitaliane Group is the wider service Company both for Citizen and Industry

3 ICT in Posteitaliane Posteitaliane ICT is the high value Integrated Services Company provider for the entire group trough innovative usage of Informattion and Communication technologies. Provide services both internal and external customers Key figures: >500K phisical devices 100K users approx. >14K LAN, 450K BPOL Customers >18K Server 4.5M Checking Accounts >2.2K PBX, 45K lines >14.5K data access links 4B transaction/year

4 4 Network & DataCenter Infrastructure a triple play approach

5 Telecommunication Network and Services 5 Public Access Retail Business PA Finance PMI Content Providers Fixed TELC TELCOs O Voice & Video Mobile PosteMobile TELC O Internet Mobile Data Center Extranet Voice & Video TELCOs Content Providers Internet connectivity 400 Mps Extranet connectivity 400 Mps BackBone / Distribution >140 extranet with Partner Customer BackBone: 2 Optical Backbone with different telcos (up to 10 Gbps) 5 Regional MPLS Network with Disaster Recovery e Business Continuity in the aggregation layer Core Distribution POP IDC North POP North MPLS Nord MPLS Sud MPLS Centro Dual BackBone POP / Data Center SOUTH WiMAX MPLS Nord POP IDC CENTRAL 2 MPLS Centro POP IDC CENTRAL 1 Regional Monitoring Centers LAN / WAN Infrastructure Switch ports Router SAN ports Firewall 150 Fiber Km 70 Wired copper line Km Workstation Approx Audio & Video Infrastructure > end-user devices Internal Access Call Center Postal Office Channel Location Main Branch Offixe 3000 Small Postal Office Industrial Location Distribution Location Printing Soring Centers Center Voice / VoIP 2 redundant SoftSwitch in 2 sites for Business Continuity & Disaster Recovery IPTV > 300 Sedi (previs. 1000) Centralized TV Control Center Content Delivery Network Sedi in Larga Sedi di Canale c.a Banda Sedi Industriali c.a Redundant Infrastructure with Business Continuity Broadband ( XDSL and Optical Fiber) Triple Play Infrastructure : Data-Voice-Video

6 IP Network Layer 6 Core Distribution Access

7 7 Disaster Recovery & Business Continuity: Distribution/Aggregation Layer DR-MF VPN DR-MF P VPN IDC NORD BK Raccolta c/o DC Architettura Logica: percorso di backup VPN Dc BC BCBK VPN IDC NORD P IDC NORD VPN DR-MF BK IDC Centro VPN IDC CENTRO P VPN Dc BC BK PE MPLS 1 PE MPLS 2 PE MPLS 3 PE MPLS 3 PE MPLS 3 PE MPLS 2 PE MPLS 2 PE MPLS 1 PE MPLS 1 VPN Dc BC VPN DR-MF VPN IDC CENTRO VPN IDC NORD VPN IDC CENTRO BC VPN Dc SUD1 BC DR-MF VPN DR-MF P VPN IDC NORD BK Raccolta c/o DC Architettura Logica: percorso di Business Continuity VPN Dc BC BC BK VPN IDC NORD P IDC NORD VPN DR-MF BK IDC Centro VPN IDC CENTRO P VPN Dc BC BK PE MPLS 1 PE MPLS 3 PE MPLS 2 PE MPLS 3 PE MPLS 3 PE MPLS 2 PE MPLS 2 PE MPLS 1 PE MPLS 1 VPN DR-MF VPN Dc BC VPN IDC CENTRO VPN IDC NORD VPN IDC CENTRO BC VPN Dc SUD1 BC VPN Dc SUD1 VPN Dc SUD2 VPN Dc SUD1 VPN Dc SUD2 PE MPLS 3 PE MPLS 1 VPN IDC NORD BC VPN Dc SUD1 P VPN Dc SUD2 BK DC SUD 1 PE MPLS 2 PE MPLS 3 VPN DR-MF BC PE MPLS 1 PE MPLS 2 VPN Dc SUD1 P VPN Dc SUD2 BK DC SUD 2 DC SUD ADSL S(H)DSL PE MPLS 3 Sede UP2/UP3/UP4 avente come sito principale DR-MF VPN Dc SUD2 BC PE MPLS 2 PE MPLS 1 VPN Dc BC P DC BC VPN IDC CENTRO BK PE MPLS 3 PE MPLS 1 VPN IDC NORD BC VPN Dc SUD1 P VPN Dc SUD2 BK DC SUD 1 PE MPLS 2 PE MPLS 3 VPN DR-MF BC PE MPLS 1 PE MPLS 2 VPN Dc SUD1 P VPN Dc SUD2 BK DC SUD 2 DC SUD ADSL S(H)DSL PE MPLS 3 Sede UP2/UP3/UP4 avente come sito principale DR-MF VPN Dc SUD2 BC PE MPLS 2 PE MPLS 1 VPN Dc BC P DC BC VPN IDC CENTRO BK WAN POSTE Router MPLS Management VLAN 2.9 Gateway Voip 10.21x.y.9 VOIP VLAN 168 Media Gateway Virtuale 10.21x.y.1 Fisici 10.21x.y Disaster Recovery Business Continuity Dati VLAN 3 Telefoni IP Gli indirizzi vengono assegnati automaticamente dal DHCP con la corretta maschera e gateway della rete ospite x.y.z Dove Z va da 22 a ultimo indirizzo della rete

8 Data Center & Core Infrastructure 8 MILANO- Settimo Milanese (IBM) IDC MILANO MILANO Carrier TLC 1 5 Gbit/s DWDM Long Distance Arte Antica Roma Eur Control Room IDC ROMA DC BARI Carrier TLC 2 2,5 Gbit/s DWDM Long Distance Dark Fiber DWDM DC Roma 2

9 Data Centers 9 Milano Milano* Capacità operativa (2007) 1. Storage 480 TB approx. 2. Computational capacity: Mainframe MIPS approx. 3. Computational capacity: Open systems SpecInt approx. Roma (siti A e B) Roma2 Pomezia Bari Advantages carried out Using the Data Center Infrastructure is possible to build up Disaster Recovery solution for all the critical Services easily and with the same capabilities used for Financial Services Presenza sul territorio High Computational and Operational Capabilities distributed over 5 Centers placed in focal regional sites 1,3 mil. Customer per day visiting Postal Offices 650 mil. di Checking Payment 21 mil. Transanction vs Public Services environment

10 Voice Core Infrastructure displacement vs MPLS network Enterprise IP Centrex North IP Carrier Network PSTN Small offices VPN Central Area VPN North Area Enterprise IP Centrex South VPN South South Medium & Large Branches PBX with Backup Connection/ Media gateway PSTN ISDN IP Carrier Network

11 Enterprise Voice-Service integrated framework: Hi Level View 11 ISUP/N7 AGW TGW AGW SWI Session Director ISUP/N7 AGW TGW PSTN IP Core Operator Network Session Director SIP Session Director SIP Applicat Layer Virtual IP-PBX S.S. SIP S.S. Virtual IP-PBX Applicat Layer Trusted IP Network Session Director SIP Session Director Session Director H.323 H.323 SIP IP AGW PBX IP AGW PBX IP enabled AGW PBX

12 Application Integration: Cross Interaction Flows 12 MMIC Video MCU MS Configurator IAM Identity Access Management Active Directory AS Audio/Data MCU Web CC VPN CMM VPBX VMS FAX Server BE Softswitch IP PBX PCS BE BE PUBLIC NW IP Media GW

13 Triple Play Network Design: Advantages 13 ONE NETWORK FOR EVERY COMMUNICATION EFFICENT CONVERGENCY FOR DATA/VOICE/VIDEO MORE EFFICENT PLANNING EASILY BUILD UP INTEGRATED SERVICES

14 14 Communication Services

15 Reach the Goals through integrated trasformations 15 Network Transformation Communication Services Transformation Services Transformation Business Transformation full IP Network Convergent Solutions Integrated Security and Management One User Profile Many Kind of Access for: Telephony Services Mobility Collaboration Unified Communicatios Contact Center Business Critical Applications Communications make Business Processes easily and fast

16 Users Needings & Solutions: some practical examples 16 Network Sales: Enhancing Team Working, Fast Commercial Target distribution, Public Communication, Human Res.: Enhancing Team Working, Trasfer Cost Reduction, Private Communication, e-learning Financial Office: Document Archiving & Management BU Mail and COO Document Archiving & Management, Operative Support to Supply Chain Collabotation, Call Conference, Video Conference, Voice Mail, WebTV, Fax Server, IVR

17 Beginning Study: Hi Level Vision 17 Content Cache Terminali Mobili Content Provider Esterni telefono fisso Sale VDC PC Internet Extranet Virtual IP PBX hosted PBX Media Gateway hosted IP PBX Infrastruttura Infrastruttura di accesso di accesso Web Access esterno SIP SIP Infrastruttura Infrastruttura di trasporto di accesso interna al servizio SIP Active Directory Utenza Extranet Content Cache Base Dati Utenza Fonia SoftSwitch SIP/H323/MEGACO Fax GW MCU/ Media Gateway VdC MCU Web Access interno Web TV Content Management Active Directory Utenza Voice Operator Directory & Presence Exchange LCS W.C.C. CTI IAM Content Cache Palinsesti Content Delivery Manager DMS

18 Actual Implementation 18

19 Communication Services Transformation 19 The solution: Unified Communications Services Four services family to address the needings of corporate division: Unified Messaging, Business Communication, Collaboration and Conferecing Services Unified Messaging services Voice mail PBX like Services Private Numbering Services OnePhone / Dual Mode Services Enterprise number Front desk Hostess Telecom Manager Video mail Business Communications services SMS /MMS Audio Conferencing Fax Web Conferencing Directory Collaboration services Calendaring Docs& Files Presence & Instant Messaging Room Video Conf. Conferencing services

20 Communication Services - Unified Messaging 20 Unified Messaging (or UM) is the integration of different streams of communication ( , SMS, Fax, voice, video, etc.) into a single, or, unified 'message store', accessible from a variety of different devices. Inside a single repository The user can manage and store all its message like , fax and voice. This repository is the user mailbox. The channels available are: client (POP3, IMAP4, MAPI) Web TUI (Telephone User Interface)

21 Communication Services - Voice Messaging Scenario 21 Voice Message Services Service availability: On all Poste Italiane offices (post office, branch office, sorting center) For all user who have a mailbox and/or a VoIP telephone Service platform: Alcatel-Lucent MyMessaging for OXE (ex Alcatel 4400) user Alcatel-Lucent VMS for Virtual-IPPBX user (SIP user)

22 Communication Services - Voice Messaging Scenario 22 Easy voice message management: Only one message-store User friendly interface management through client such as MS Outlook Integration with platform through an IMAP interface Use case: Answering machine for voice message deposit Message retrieval and management through Message listening and management through TUI (telephone user interface)

23 Communication Services - Voice Messaging Architecture 23 One One Back-end Back-end Server Server for for message message store store services services connector Microsoft Exchange 2007 connector + A Software Software Suite Suite under under Linux Linux for for end-user end-user interactivity interactivity and and notification notification engine engine + A Media Media Front-end Front-end Server Server for for VXML VXML Interpretation Interpretation & Network Network interfaces interfaces My Messaging Application Server Media Server VMS Application Server Media Server Voice Message Services FAX Application Server Media Server Fax Services

24 Communication Services Voice Message Deposit 24 Application Server Media Server Web Server network network SIP MRF MRF HTTP/VXML NFS Operations during a message deposit are : The parameters of the subscription are get in the VMS directory An IMAP4 session with the Exchange Server is set with the IMAP login and password get from the parameters of the subscription An inventory of the Inbox, Saved and Greetings folders is made to know if the subscription is saturated or if a personal greeting is set The message is recorded by the MRF under /VOICEFILES/TMP in the Mailbox buffer After message validation by the user, a mail is created in memory with a MIME body part including the media file The IMAP4 push occurs via the IMAP4 APPEND command IMAP4 Application Server Mailbox buffer Exchange Server IMAP4 Server Storage solution

25 Communication Services Voice Message Retrieval 25 Application Server Media Server Web Server network network SIP MRF MRF Operations during a message retrieval are : The parameters of the subscription are get in the VMS directory An IMAP4 session with the Exchange Server is set with the IMAP login and password get from the parameters of the subscription Mailbox inventory (through IMAP4 commands) : Select Inbox Search command to retrieve messages UID Fetch commands to retrieve the headers of all messages Message query : Fetch Body command to retrieve the complete message and set it in the Mailbox buffer HTTP/VXML NFS IMAP4 Application Server Mailbox buffer Exchange Server IMAP4 Server Storage solution

26 Communication Services Fax Messaging Scenario 26 Fax Message Services Service availability: On all Poste Italiane offices (post office, branch office, sorting center) For all user who have a mailbox (virtual fax), for fax machine through an IP Terminal Adapter and for fax machine through OXE IP PBX For application through Java API, XML and SMTP Gateway Service platform: Alcatel-Lucent OXE Italtel SoftSwich Sagem Interstar XMedius 5.5 SP Fax Server

27 Communication Services Fax Messaging Scenario 27 Integration with platform through an SMTP interface and with application through Java API, XML, SMTP Use case: On-net scenario Receiving a FAX from an internal user ( user, fax machine) Sending a FAX to an internal user Off-net scenario Receiving a FAX from PSTN Sending a FAX to PSTN To/From Application scenario, examples: SAP (on going) DMS (on going)

28 Communication Services Fax Messaging Architecture 28 SIP IMAP4/SMTP i-ssw TI PoP BBN HTTP ISUP IVS ISUP SD TI H323 MGCP XML Fax Server i-ssw Poste PSTN SGU Exchange Server i-udb twp VPN IP Poste Fax Adapter (IAD). OXE twp SAP DMS Utenti Fax Virtuale Utenti Fax IPCX Utenti Fax OXE

29 Communication Services - Fax Outlook Integration 29

30 Communication Services Audio,Video & Data Comm. 30 Through a single application a user can access different type of services: Audio conferencing: Conference participants can either use an ordinary telephone, audio conferencing terminal or a multimedia terminal in voice-only mode Data / Web conferencing adds the ability to exchange, transfer, and work on a range of documents and applications either as part of dedicated data conference, or as add-on to an audio or meeting Multimedia conferencing to communicate real-time with voice, video, and data Presence / IM to collaborate and work in a new way add voice add data add video add more participants Peter Presence IM Conference

31 Communication Services A/V/D flows and architecture 31 1 Organizzazione conferenza via http 2 API (INVITE Video A + INVITE Video B+ INVITE Video C) INVITE NumberA, Number B, Number C INVITE Video A, Video B, Video C MMIC API (INVITE Video A, Video B, Video C) i-ssw 2 HTTP SIP 1 CMM i-udb Poste VPN IP 6 7 End Point Video A 3 4 Poste VoIP VPN 5 End Point Video B 8 aliasa@clientposte.it Poste Data VPN

32 Communication Services A/D conferencing features Ad-Hoc (or instant) Click on a phone or buddy icon Enter a phone number in a call box The system will call the user, then the person he re calling. Click on scheduled call (see slide on scheduling later) One-time or recurring (similar to outlook recurrence) Reservationless (MeetMe) Be invited Click on a link which was ed to him Call in to an audio conference for which he knows the access code

33 Communication Services A/D conferencing 33 M-party audio/data conference Reservationless/scheduled Conference Dialin/dialout to/from: OXE,PSTN, Mobile users Web conference control Touchtone conference control (##1, ##2, ##3,##4) Video MCU MMIC OXE SoftSwitch audio data Poste VPN BE MG PSTN MMIC+ OXE IPtouch OXE IPtouch PSTN1

34 Communication Services A/V/D conf features Seamless multipoint video Audio, IM, Web, and video conferencing combined within the same session One-click escalation from an audio call to audio + video One-click to launch a group video conferencing session Unified control External video MCU (required for 3 or more participants) controlled by MMIC User controls video may hide, pause, or drop video during conference Use internal video client, third-party video software, or third-party vdc system Flexibility of the solution Peer-to-Peer (P2P) for SIP clients, no video MCU ports required Standards-based solution Deploy audio via telephone or VoIP

35 Communication Services A/V/D conf with MMIC video clients 35 M-party a/v conf: MMIC1 starts a/v conf with MMIC2, MMIC3 and external PSTN phone MMIC1 invite MMIC2 and MMIC3 for audio+video and PSTN1 handset phone only for audio MMIC1 specifies to receive audio/video on his computer while MMIC2 and MMIC3 specifies to receive audio in the handset phone MMIC1/MMIC2/MMIC3 hear and see each other exchanging audio/data with MMIC and exchanging video with the video MCU Video MCU MMIC OXE SoftSwitch audio data Video Poste VPN BE MG PSTN MMIC1 client with A/v/d on PC MMIC2 and MMIC3 clients with audio on Phone and d/v on PC PSTN1

36 Communication Services A/V/D with Conference room video clients 36 M-party a/v conf: MMIC1 starts a/v conf with MMIC2 (Conf room) and PVX video client MMIC1 invite MMIC2 and MMIC3 MMIC1 specifies to receive audio/video on his computer MMIC2 specifies to receive audio on phone and video on the external VSX H323/SIP Conf room MMIC3 specifies to receive audio on phone and video on the external PVX client MMIC1/MMIC2/MMIC3 hear and see each other exchanging audio/data with MMIC and exchanging video with the video MCU Video MCU MMIC OXE SoftSwitch audio data Video Poste VPN BE MG PSTN PVX MMIC1 with audio on OXE phone and v/d on internal video client VSX MMIC IPtouch Conf. Room: MMIC2 +VSX H323/SIP client+ IPTouch phone MMIC3 with audio on OXE phone and video on external PVX client PSTN1

37 Communication Services Integration with MOC Creating Reservationless Conference with MOC Client 2. Starting one Conference with MOC Client 3. Invite another MOC user to the conference 4. Inviting one OXE/PSTN Number to the Conference

38 Communication Services Integration with MOC 38 Three-party LCS a/v conf: MOC1 starts a new conf and invites MOC2 and MOC 3 1. MOC1 join the audio conference and specifies to receive audio on his computer; video is activated on MGC 2. MOC1 invites buddy MOC2 and MOC2 join audio and video on computer 3. MOC1 invite buddy MOC3 and MOC3 opts to receive audio on telephone, video is activated on MCU MOC1/MOC2/MOC3 hear and see each other exchanging audio with MMIC and exchanging video with the video MCU LCS Video MCU MMIC OXE SoftSwitch audio video data BE MG Poste VPN PSTN MOC1 MOC2 MOC3 PSTN1

39 Communication Services - Automatic Voice Attendant 39 Automatic Attendant service is an Interactive Voice Response (IVR) System This service is identified by an E.164 public number: Virtual Number The internal users (on-net scenario) can use PNP(Private Numbering Plan) Each call is routed to CMM-VN application. A routing tree is configure to route the user to the right destinations Alternative destinations Any network Site Virtual number Voice Mail Routing tree Automatic Attendant Attendant Virtual number Hunting group Virtual number MADN Virtual number

40 40 Benefits and Lesson Learned

41 Benefits 41 Improved Communications Enhances Training and Supports Business Growth User-friendly Conferencing Reduces Cost Presence Improves Communication and Increases Productivity Unified Solution Simplifies Communication and Reduces IT Costs

42 Lesson Learned 42 Reach the goal and mantain a Business Critical quality level require: Good business evolution needings understanding Clear market architecture evolution vision Consolidated Partnership with Market Leader Vendor Critical Success Factors Top management commitment Intellectual property of the project Keyword: projecting Shared vision with partners

43 Q & A

44 Grazie