Ten Steps to a Successful Business Phone System Implementation. By Clare Kaufman

Transcription

1 Ten Steps to a Successful Business Phone System Implementation By Clare Kaufman

2 Contents Introduction...2 Planning a Business Phone Solution Define business requirement Line Up Technical Support Call in the Experts Establish Implementation Timeline Prepare Metrics...3 Implementing a Business Phone System Perform a Network Assessment Integrate New Equipment with Legacy System Diagram the New Network Set Up the Network Pilot Program...5 Case Study...5 Sources...6 About the Author...6

3 Introduction Even the most advanced business phone system is only as effective as its implementation. Despite its streamlined architecture, an IP telephony system presents some of the greatest hurdles to successful installation. The first challenge is converging voice and data networks onto a single communications platform. This integration usually involves a hybrid assortment of legacy and next generation technology. Multiple offices and mobile employees add an additional layer of complexity to the implementation. Finally, the rapid pace of the economy demands a system with the flexibility to accommodate changing business needs. The key to a successful phone system rollout is a well-planned, phased approach founded on reliable information and technical expertise. The following checklist identifies the ten steps to planning and implementing a successful phone system overhaul. Today s IP business phone systems play a crucial role in productivity and overall cost; a smart implementation helps you realize the full potential of this powerful technology. 2

4 Planning a Business Phone Solution The first five steps lay the groundwork for a successful phone system installation. 1. Define business requirements. The implementation phase calls for a specific understanding of user requirements. Whether you ve chosen a hosted service like Vocalocity or an in-house solution, customization options abound. Consult end-users in your company to determine: varying communication requirements from department to department how much scalability to build into the system varying levels of data access remote access needs security issues 2. Line Up Technical Support. Determine whether your IT department has the training to converge voice and data into a single, unified communications platform. Companies may have voice and/or data specialists on staff, but IP telephony calls for a different set of skills. The implementation demands even more extensive IP experience, ranging from cabling or cut-over skills to software configuration. Many communications vendors offer training and certification programs in IP telephony. 3. Call in the Experts. A large-scale VoIP migration presents considerable logistical and technical hurdles. An IP integration consultant has the hands-on experience and perspective to: assess the voice readiness of the data network maximize purchased equipment analyze the proposed network diagram evaluate measures established for reliability It s also crucial to have a point person to ensure that the rollout proceeds as planned. Either the consultant or an in-house project manager can fulfill this role. 4. Establish an Implementation Timeline An effective project timeline details each step of the installation process, assigns responsibility for individual tasks, and sets escalation procedures should the process go awry. Be sure to establish a workable pace for implementing the system. Experts advise a phased approach extended over a year, if possible. This includes time to replace legacy systems gradually and iron out any glitches. 5. Prepare Metrics. It s important to lay the groundwork for reliable performance tracking before configuring the new system, so IT can incorporate the necessary mechanisms for tracking improvements. Identify key indicators to quantify organizational efficiency and worker productivity. Make sure to take baseline measurements of current processes before migrating to the new IP system. 3

5 Implementing a Business Phone System Having laid the foundation for a successful phone system overhaul, it s time to get to work. The following five steps cover the technical implementation. 1. Perform a Network Assessment First, make sure the organization has the infrastructure in place to support the new system. A thorough network assessment can identify potential performance problems before you re knee-deep in installation. Take hardware and software inventories. Assess every network device, from the handsets to the LAN and WAN to the switches and routers. Check for current or outdated equipment, compatible technology, and availability of connection points for voice devices. Determine bandwidth needs. Bandwidth calculations take into account peak call volumes, the voice encoding scheme of the IP handset, and the signaling overhead. Assess power and equipment cooling sources. Power needs include an uninterruptible power supply (UPS) for server, PBX, and network components. Load-test existing equipment. Use active application traffic to assess how the LAN and WAN will perform once IP telephony is introduced. Send test network traffic packets using different application protocols, packet size, spacing, and Quality of Service levels. 2. Integrate New Equipment with the Legacy System Most VoIP phone implementations proceed in phases, integrating new equipment with a legacy system. Before you proceed, ensure that the IP PBX interacts with the existing devices and systems. An IP phone system establishes a single communications platform, often linking an array of different devices across multiple locations. Establishing an open-standard system rather than a proprietary SIP provides more flexibility in integrating disparate devices and business applications. 3. Diagram the New Network Next, design the network architecture. Expert advice is crucial at this drafting stage, as you determine the optimal configuration of network devices and resolve any compatibility issues. First, be sure you re working with an up-to-date diagram of the existing network. Then sketch out a new network diagram incorporating the new IP telephony gear. This blueprint will reveal any necessary upgrades or missing components, as well as any overlaps. 4. Set Up the Network Next, install the hardware as indicated and configure the software. Programming considerations include: Prioritizing voice traffic on the network Extending network security measures to voice communications Integrating voice data into business applications such as CRM Establishing protocols for data backup and performance tracking Inputting individual user specifications Setting voice routing requirements 4

6 5. Pilot Program Before taking the new system live, set up a test network. An initial deployment will help IT staff and users get accustomed to the new equipment. Gradually transition non-critical departments to the test network and resolve any problems that arise. Case Study Many companies have seen dramatic gains in productivity and communications savings as a result of a phased phone system implementation. One success story is the Canadian city of Coquitlam. Coquitlam s loose network of civic agencies depended on a mix of telephony services and equipment. Most relied on a 10-year-old Centrex service from an external provider, some maintained their own onsite PBXs, and others made do with an outdated key phone system. The city of Coquitlam commissioned Nortel Networks to engineer a new communications infrastructure capable of linking the city s dispersed offices. Nortel implemented a strategy to migrate Coquitlam s phone system to an IP solution, which would provide the necessary agility to link disparate networks. First, Nortel established a central operations center, provided each user with a standards-based i2004 Internet telephone, and connected the phones via the Ethernet LAN. With this basic infrastructure in place, Nortel proceeded to converge voice and data, implement measures to optimize the quality of service (QoS), and ensure the reliability of the system using its Succession 1000 technology. This phased approach enabled the City of Coquitlam to overhaul an outdated phone system and replace it with an efficient, easy-to-manage communications network. The city has cut its annual communications budget by $500,000. And the agility of the converged system enables the city to respond to seasonal fluctuations and relocate employees in a matter of minutes * * * Establishing an integrated communications platform can pay significant dividends in efficiency, productivity, and cost savings. To ensure that your business realizes the full potential of this powerful technology, follow a phased implementation plan. First, define specific communications objectives and assemble the necessary resources to implement the system. Next, analyze existing network architecture and determine how the legacy equipment can be integrated into the new IP-based system. Once this converged network--the backbone of your communications system--is in place, fine tune the system programming to address specific business needs. IP telephony presents unique technical and logistical challenges at the outset--but a successful implementation can streamline your business communications for years to come. 4

7 Sources Business IP Telephony Guide, ShoreTel Five Checkpoints to Implementing IP Telephony, Interactive Intelligence How to Design and Implement a Business VoIP Network, TechTarget Inter-Tel IP Telephony from A to Z, ShoreTel Nortel Strategies for IP Telephony Evaluation and Migration: Best Practice Considerations for Deploying IPT in the Enterprise, InfoTech Vocalocity VoIP Implementation, PC Advisor About the Author Clare Kaufman is a freelance writer who covers business and education topics. She has a Ph.D. in English. 5