NSW Government. Telecommunications: SIP (Session Initiation Protocol) Standard

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1 NSW Government Telecommunications: SIP (Session Initiation Protocol) Standard October 2014

2 CONTENTS 1. Context 3 2. Required NSW Government business outcomes 3 3. Additional business outcomes for agency consideration 7 4. Further information 8 5. Document issue 9 APPENDIX A Requirements summary 10 2

3 1. Context 1.1. Background The Telecommunications: Session Initiation Protocol (SIP) Standard was developed through the NSW Government ICT Procurement and Technical Standards Working Group (PTS Working Group). The standard defines minimum government requirements for SIP services Purpose The purpose of this standard is to provide guidance to NSW Government agencies when implementing SIP and when they are procuring these services. It details minimum service capabilities required to ensure agencies can take full advantage of the benefits of SIP Scope and application The standard applies to SIP solutions across NSW Government agencies. The standard does not exhaustively cover all agency specific considerations, and agencies may need to asses any specific requirements they have in addition to those detailed here Policy context The NSW Government ICT Strategy sets out the Government s plan to build capability across the NSW public sector to deliver better, more customer-focused services that are available anywhere, anytime, and derive better value from the Government s annual investment in ICT. Developing whole of NSW Government ICT technical standards is a key initiative of the NSW Government ICT Strategy, with this work being driven by the PTS Working Group. The standards are designed to be consistent with NSW Government ICT Strategy and NSW Government Cloud Services Policy and Guidelines objectives, and they support the development of the NSW Government s ICT Service Catalogue. The standards set out service definitions as minimum requirements that suppliers must meet to be able to offer their services through the ICT Service Catalogue. This helps achieve consistency across service offerings, emphasising a move to as a service sourcing strategies, and it signals government procurement priorities to industry. This standard should be applied with existing standards, policies and guidance that make up the NSW Information Management Framework, as set out in the Information Management: A Common Approach, and including the NSW Government Digital Information Security Policy. NSW Government agencies must carefully consider their obligations to manage government data and information. Contract arrangements and business processes should address requirements for data security, privacy, access, storage, management, retention and disposal. ICT systems and services should support data exchange, portability and interoperability The ICT Service Catalogue The ICT Service Catalogue provides suppliers with a showcase for their products and services, and an opportunity to outline how their offerings meet or exceed standard government requirements. The standards, together with supplier service offerings in the ICT Service Catalogue, help to reduce red tape and duplication of effort by allowing suppliers to submit service details once. The offerings are then available to all potential buyers, simplifying procurement processes for government agencies. 2. Required NSW Government business outcomes 3

4 A SIP service that provides the following: Voice carriage service for domestic and international calling Service delivered over existing Agency IP network, or as a single Ethernet interface from Service Provider termination equipment included in base level cost Service delivery to NSW based Tier 3 (e.g., GovDC) data centres included in base level cost Ability for an agency to reticulate the IP Trunks to any other agency location over an agency IP network that has suitable QoS IP bearer speed to be able to be increased to support the number of SIP Trunks purchased by each agency (ie Agency is not concerned with the bandwidth to deliver the SIP Trunk, but rather the number of SIP Trunks required) Aggregated usage across all services per agency or cluster Zero cost fixed line to fixed line calls (On Net) within an agency, cluster and Government Ability to terminate any number of inbound (13/18 numbers) numbers on any number of SIP Trunks or groups of SIP Trunks All local calls to be deposited into local call charge zone based on Full National Number (FNN) dialled, or any other local call charge zone, but should be presented to the called number with the correct agency local number (if passed through by agency CPE) and charged as a local call Full compatibility with NBN Authentication to be based on any industry standard schema including IP based authentication (to lock service delivery to a specific route location) or username/password authentication Service delivered as a single ethernet interface from service provider termination equipment Ability for agency to include any number of SIP Trunks into one or more logical groupings No fees associated with the porting out or in of phone numbers to from other providers Standard SIP termination/service level Standard delivery of a SIP Trunk service is to a single location at a NSW based Tier 3 (e.g., GovDC) data centre with no hardware redundancy in the termination device. The Standard Service Level is as follows: Co-termination 99.8% availability Degraded services are restored with four hours during business hours on business days An agency purchasing this SIP Service may wish to implement additional voice or data services throughout the contract term, any additional services will form part of the agreement and must terminate on the same contract date as all other services initially connected via the initial order form. Capacity changes The agency must be able to request a change in capacity (increase or decrease) of the number of SIP Trunks required at a site at any time. Support services Operate a Help Desk on a 24x7 basis for incident management for authorised users. At a minimum, if a service is unavailable or degraded the supplier will notify the affected agency. Monitor service availability and report on service availability on a monthly basis. Electronic billing 4

5 Provide timely and accurate billing on a monthly basis for all services supplied. Summary bills to be sent to the agency for payment. An itemised electronic bill in CSV format should be available for all services on all accounts purchased by the agency. All electronic Billing information to be sent to the agency within a reasonable timeframe from the end of the billing month. Service provisioning lead times Provision services within following time lines to an agency nominated Tier 3 (e.g., GovDC) data centre. New service provisioning 14 days Changes to service capacity 2 days Service cancellation 14 days Quality of Service (QoS) Ensure that the SIP Trunk service provides a flexible QoS architecture that does not restrict an agency s hardware choices. The target voice quality for all SIP calls should be for 99.99% of minutes or calls to have a Mean Opinion Score (MOS) > 3.9. Have a system of measuring and reporting voice service quality to the agency on a regular basis. It is preferable that any such system uses a deterministic method to calculate call quality rather than extrapolating a quality score from network statistics such as packet loss. Mean Opinion Score Quality Comment 5 Excellent Imperceptible 4 Good Preceptible but not annoying 3 Fair Slightly annoying 2 Poor Annoying 1 Bad Very annoying Compatibility with agency phone systems Provide functions such as SIP Early Offer/Media to allow for agency phone systems to deliver services as expected by the agency s users (e.g., provide for local ring tone generation or network generated ring tone). Faxing Support of G.711 and T.38. Call forwarding to external numbers Support CLIP of the calling party when an incoming call is forwarded externally or when using the mobility feature often referred to as simultaneous ring or Single Number Reach (SNR) is used. This is so the CLI of the external party is presented to the final destination. Emergency calling Offer a method so that calls can be geo-located or that the service is flagged so that emergency services operators can verify the location of the caller. Toll fraud monitoring and mitigation Provide a method to mitigate potential toll fraud by utilising automated tools to detect unusual calling patterns that could be indicative of toll fraud activities. The supplier should contact a nominated agency contact point within four hours of suspected fraudulent activity. Malicious call tracking 5

6 Support malicious call tracking. Service level reviews Suppliers will be available to meet with the agency on request to review overall performance of service deliverables, tariffs, new services, issues and future technologies. Engineering standards The following are the engineering standards that all SIP Trunks should support: a) Bandwidth per channel G Kbps allocated per channel G729a 40Kbps allocated per channel b) Bandwidth allocations on links Dedicated < 80% Converged < 60% c) Call completion rate (blocking) < 0.01% d) Echo less < 30ms e) Quality Latency < 100ms Packet Loss < 0.1% Jitter < 25ms f) Service fail over time < 60 seconds g) Support for Out-of-Dialog (OOD) option PING h) Mean Opinion Score (MOS) as minimum but a deterministic method is preferred such PESQ (ITU-T P.862) and POLQA (ITU-T P.863) RFC Conformance RFC 3261 RFC 2833 RFC 4612 The this list is not exhaustive and is only provided as a minimum. Service certification Be able to provide upon request evidence that their SIP service is certified/accredited or proven to be working with the major voice switching vendors used by NSW Government for their current software release and two previous major software releases including but not limited to Cisco, Alcatel, Avaya, NEC and Microsoft (Lync). The overall service should also be certified as meeting the following standards: ISO ISO 9001 AS/NZS AS/ACIF S004:2013 The service must also comply with all security management provisions relevant to the Australian Signals Directorate (ASD) Information Security Manual (ISM) and the Protective Security Framework (PSF). 6

7 Transition services Ensure the smooth and orderly transition from any current service provision to the new arrangements. 3. Additional business outcomes for agency consideration Service availability This option provides the agency various methods to increase service availability through the use of redundant site locations and hardware redundancy. Options include: Single site redundant hardware Dual site non redundant hardware Dual site redundant hardware Load balancing This option allows the agency to increase availability via load balancing across different SIP Trunk terminations which may be in the same location or geographically diverse. Service location Should the agency require a SIP Trunk service to be delivered to sites other than a NSW based Tier 3 (e.g., GovDC) data centre the agency can purchase the service delivery at the required site such as: 1Mbit/s to Agency site in Sydney Metro area that supports up to 10 SIP Trunks 2Mbit/s to Agency site in Sydney Metro area that supports up to 20 SIP Trunks 5Mbit/s Fibre delivery to Agency site in Sydney Metro area that supports up to 50 SIP Trunks 10Mbit/s Fibre delivery to Agency site in Sydney Metro area that supports up to 100 SIP Trunks 2Mbit/s to Agency site anywhere in NSW (subject to infrastructure availability) that supports up to 20 SIP Trunks IP delivery circuit protection Should the agency require resilience in connections the agency can select an optional service to protect the IP delivery circuit. Session management options Make available session management hardware in the monthly recurring costs. It could be available as follows: a) Session Border Controller (SBC) b) Integrated Access Device (IAD) Encryption ISDN Primary Rate (PRI) ISDN Basic Rate (BRI) The supplier can provide an option that allows for both signalling (TLS) and voice encryption (SRTP) across the SIP component of the call path. Burst capacity 7

8 The supplier can offer an option to allow an agency to burst above the nominal number of SIP Trunks to cater for periods of high traffic due to unexpected demand. The supplier should report on any instances where this burst capacity has been utilised within five working days to the nominated agency support teams. An example of burst capacity would be for an agency that has an unusually high in or out calling demand that requires higher than the number of SIP Trunks they have purchased. Instead of these calls being denied due to insufficient trunks, they are allowed to over subscribe and allow all calls to pass to their destination. Modem support An option to support modems of up to 38.4Kbit/s over IP on nominated SIP Trunks or Groups of Trunks. Critical functions SIP Trunks may not be suitable for critical functions. Phones that are used for critical functions should be identified by the agency and taken into consideration so that the service meets the minimum service availability expectations. If SIP is not suitable selectively migrate these functions to other more suitable services. 4. Further information Definitions SIP Trunk For the purposes of this service definition a SIP Trunk is defined as a virtual entity that is constrained by an associated SIP channel which supports 1 x two way voice path. 1 SIP Trunk = 1 SIP Channel Multiple SIP Channels can be grouped together for inbound or outbound purposes. The codec used will depend on what is configured and/or as negotiated between the endpoints. The default preferred codec is G.711 alaw unless otherwise specified or agreed. Multiple SIP Trunks can be terminated on an SBC or IAD. For outbound calls a SIP trunk typically requires that calls are authenticated and the SBC or IAD provides the access control function. For inbound calls telephone numbers are attached to a SIP Trunk and delivered to either the SBC or IAD. Service Demarcation The service demarcation point is defined as the point of interconnection to the agency network from the SIP Termination device. In the case where the Supplier provides an SBC or IAD this is the network interface(s) on the SBC, in the case of IAD applications this is the ISDN interface. Data standards This standard should be applied with data and information management standards in accordance with Premier s Memorandum M Digital Information Security Policy. NSW Government agencies must carefully consider their obligations to manage government data and information. Contract arrangements and business processes should address requirements for data security, privacy, access, storage, management, retention and disposal. Agency specific requirements This standard does not exhaustively cover all agency specific considerations. Agencies may need to asses any specific requirements they have in addition to those detailed in this standard. 8

9 Ongoing development of standards Standards will continue to be developed and refined as needed, using the process outlined in the digram below. Need for new or amended standard identified Business requirements change Standard developed (Industry/agencies consulted) Services added to Catalogue Standard approved and released by PTS Working Group Market engagement for services which meet the standard 5. Document issue This document is issued by the Office of Finance and Services. For more information contact Laurie Hook by at or by phone on (02) This standard will be reviewed in twelve months or earlier in response to post-implementation feedback from agencies. 9

10 Standard SIP termination/service level Co-termination Capacity changes Support services Electronic billing Service provisioning lead times Quality of Service (QoS) Compatibility with agency phone systems Faxing Call forwarding to external numbers Emergency calling Toll fraud monitoring and mitigation Malicious call tracking Service level reviews Engineering standards Service certification Transition services Service availability Load balancing Service location IP delivery circuit protection Session management options Encryption Burst capacity Modem support Critical functions Telecommunications: SIP Standard APPENDIX A Requirements summary Required NSW Government business outcomes Additional business outcomes for agency consideration 10

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