Telephony Strategy at Coventry University!

Transcription

1 Telephony Strategy at Coventry University

2 About Me Sami Ghias Telephony Services Leader Coventry University

3 Agenda Coventry University Telephony Infrastructure Enabling VoIP and Legacy PBX to work together Next Generation Switchboard Transitioning from ISDN to SIP A-Level Clearing Setup Enabling Services

4 Coventry University Communications Infrastructure Siemens isdx Cisco Communications Manager Phones across campus Analog, Digital and VoIP Cisco Network Infrastructure Multiple ISDN 30 Trunks SIP Trunks through Janet

5 Coventry University Telephony Infrastructure Siemens isdx 60 Ch Alan Berry 120 Ch Techno Centre 60 Ch William Morris 60 Ch 60 Ch Charles Ward Richard Crossman Innovation Centre Gulson Road Student Centre Switchboard Console Alma

6 Coventry University Telephony Infrastructure Cisco Infrastructure UCS Platform Alan Berry CUCM Techno Centre UCCX 60 Ch Voice Gateways VG William Morris 60 Ch 60 Ch Charles Ward Richard Crossman Student Centre Switchboard Console Alma VG Primary DC Backup Data Centre VG VG PUB SUB1 UCCX1 SUB2 UCCX2

7 Enabling VoIP and Legacy PBX to work together Challenges Integrate Cisco Communications Manager with Siemens isdx Enable Cisco VoIP handsets with new DID range Switchboard that can handle CUCM and isdx calls

8 Enabling VoIP and Legacy PBX to work together Integrate Communications Manager with isdx xxxx 10k numbers CUCM 9.1 Westell GW ( xxx) ( xxx) 2000 Numbers Westell GW isdx L Charles Ward xxx 1000 Numbers CUCM 9.1 Cisco VG30D WM Student Centre DX

9 Enabling VoIP and Legacy PBX to work together Expanding DID Range Old DID Range on Siemens xxxx 10k numbers XXX XXX CUCM 9.1 Westell GW ( xxx) ( xxx) 2000 Numbers XXX (3000 Numbers) Westell GW isdx L Charles Ward xxx 1000 Numbers New DID Range on Cisco CUCM 9.1 Cisco VG30D XXXX (10,000 Numbers) WM Student Centre This enabled extensions to be dialled using old and new numbers during transition.

10 Switchboard Previous Setup xxxx 10k numbers AC Win 4 Clients CUCM 9.1 Westell GW ( xxx) ( xxx) 2000 Numbers Westell GW isdx L Charles Ward xxx 1000 Numbers CUCM 9.1 Cisco VG30D WM Student Centre DX

11 Next Generation Switchboard PBX Estate New Setup BTS Commsware Handles CUCM calls using SIP Integrates with isdx using the ApplianX Gateway Call Director integrates with Microsoft Lync and Exchange to get presence meeting details of user. Call recording functionality Location independent Agents PUB SIP Trunk Primary Call Director Server Westel Gateway ApplianX Gateway SIP Trunk DPNSS SIP Trunk isdx L SIP Trunk Call Control Failover Call Director Server Call Control DPNSS ApplianX Gateway CommsWare Server (SQL) Agent PC Agent Desk

12 Transitioning from ISDN to SIP Challenges with DID Numbers Redundancy Issues with DID numbers DID numbers had limited capacity and could not be expanded due to aging equipment at telco end Lines could not be increased for Clearing period Expensive Cloud based Queuing

13 Transitioning from ISDN to SIP Coventry University is using Janet SIP Trunks Reduced cost of provisioning ( +no additional line charges) High Availability through redundant Janet links. SIP Service Provider is dual connected to Janet POPs. Quick provisioning of Service Reduced TCO Reduced call charges Flexibility to increase or decrease channels Additional services like Cloud based Queuing at competitive price.

14 Backup for SIP High Availability for SIP Testing Secondary Service Provider for SIP Trunks Backup internet connection for diversity of circuit for Secondary SIP provider. Outbound calls can be made using Secondary SIP Provider Inbound calls can be re-directed to switchboard backup number.

15 A-Level Clearing Calls sent from Telco to Coventry University Gateways forward calls to Queue-1 If Queue-1 is full calls are forwarded to Queue-2 If Queue-2 is full calls are forwarded to Queue-3 2 Sir William Lyons A Primary Data Centre Queue 1 Queue 2 Queue 3 1 External Callers Student Centre Student Centre Richard Crossman B Backup Data-Centre 7 5 C Maximum of 100 calls can be Queued in each Queue. Maximum wait time of 60 minutes in Each Queue A Primary Data-Centre B Backup Data-Centre C Clearing Hotline in Student Centre Buildings D Departments/Faculties 1 External Callers call University Number 2 Calls from to Voice Gateway Accommodation team gets calls from internal Queue Calls from Queues are sent to Logged-in Hotline Agents 8 Accommodation Queue Clearing Hotline 6 Hotline Agents transfer calls to Faculties/Courses 3 Gateways forward calls to Queuing System 4 Calls forwarded from one Queue to next D 5 Calls transferred from Queue to Clearing Agents 6 Calls transferred to faculties 7 Calls Queued for Accommodation team Accomodation Team A&D HLS ECB CUC BES 8 Transfer calls from Sub-Queue to Accommodation team

16 Enabling Services Unified Messaging using Exchange 2013 Missed Calls Notifications Voic on Phone and using Exchange 2013 IVR Services using Microsoft Exchange

17 Q & A Sami Ghias Telephony Services Leader sami.ghias@coventry.ac.uk