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1 VoIP Workbook Copyright 2008 Page 1

2 Notice of Rights All rights reserved. No part of this book may be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher. Notice of Liability The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of the book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it. Trademarks Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book. Page 2

3 TABLE OF CONTENTS GETTING STARTED IN VoIP...5 TELEPHONY WORKSHOP...21 DESIGN AND DEPLOYING VoIP...39 VOICE OVER IP PROTOCOLS OVERVIEW...67 AN INTRODUCTION TO VOICE OVER INTERNET PROTOCOL (VoIP) SUPPORTING DOCUMENTS VoIP PROJECT PLAN BUSINESS PLAN IMPLEMENTATION PLAN FURTHER INFORMATION Page 3

4 Page 4 VoIP Workbook

5 GETTING STARTED IN VoIP VoIP Definition Delivery of voice services over an IP network Includes IP telephony, LAN telephony, Toll bypass Subsut of convergence Datal voice/video over a multiservice IP, ATM, FR or xd SL Network Page 5

6 Primary Drivers of VoIP Reduce costs Increase Flexibility Enable new application Increase productivity Enhance image Page 6

7 Page 7

8 Voice is Different for Each Organization Understand the role of voice in your business Commodity Core application Mission-critical users Tolerance for glitches Determine goal of VoIP ROI targets Hard vs. soft saving Application drivers Page 8

9 Page 9

10 IP PBX Characteristics Only true packet voice system for enterprises Uses packetized voice for all on-net calls Standards-based, open, extensible architecture Dominant in market today Data vendors are leaders Voice vendors answering the call Technology leap Not proven in large-scale deployments Page 10

11 IP-enabled PBX Characteristics Predominantly voice vendors Potential to leverage existing PBX investments Most systems allow for installation of IP line cards Provides easy migration path, although not a true VoIP solution Existing features/functionality Some systems convert voice to TDM and back, which causes latency Solutions tied to highly proprietary PBX platforms Allows old technology to linger Page 11

12 Page 12 VoIP Workbook

13 Technical Challenges Relatively new technology Pilot and interoperability testing a must Bandwidth management QoS, CAC, voice and data segmentation (VLANs) Delay Serialization, compression-time delay, one-way latency Jitter Must be predictable Security and integrity of voice and data Robust security policy is a must Emergency location within a campus environment E911 (US), 999 (UK), E1-1-2 (Europe) Remote-site telephony Routing calls around IP WAN failures, providing redundant telephony and lifeline services Page 13

14 Developing the Business Case Design a structure Identify architectural elements Develop a demand forecast Project the rollout over time Analyze costs Hard and soft cost Fixed and variable costs One-time and recurring charges Site level and centralized costs Please refer to VoIP Project Plan on page 115 within this workbook. Page 14

15 Please refer to Business Plan on page 121 within this workbook. Page 15

16 Business Case Challenges Architecture fluctuations Fork-lift upgrade to PBX infeasible IP phone price = traditional phones Toll bypass vs. voice VPN Detailed toll patterns required for analysis Quantifying current and/or projected costs Moves/adds/changes Training Network surveillance and management Depreciation remaining and leasing terms necessary for non-green field analysis Estimating changes to operations model Page 16

17 Page 17

18 The Bottom Line VoIP offers great promise for cost saving Each situation is unique Determine feasibility Plan the architecture Build a business case No need to wait: technology and justification are here today. Page 18

19 Page 19

20 Page 20 VoIP Workbook

21 TELEPHONY WORKSHOP Free: IP Telephony Enables Premium IP Communication Services Transport Level Best effort w. bandwidth Premium Qos Assured Qos Enabled Authentication Encryption Web Integration Unified IP messaging Internet multimedia Games Page 21

22 Continued Application Level (shortlist) Gateway services to PSTN PSTN and Internet interaction AIN-like: CS-1 and CS-2 Caller/called user preferences IP Centrex and PC integration Presence and instant chat Conferencing portability Mobility Global Network Device Application Location Manager PIM integration Page 22

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