Success Factors for Migration to IP Technologies for Voice Telecommunications

Transcription

1 Presentation to: Circuit Information Technologies Conference Success Factors for Migration to IP Technologies for Voice Telecommunications By Melanie Pappas July, 2008 CyberLink CORPORATION Success Factors for Migration to IP Technologies for Voice Telecommunications Background Voice over IP (VoIP) and IP Telephony Technologies The User Experience Existing Infrastructure and Desktop Sets IP Migration Models 1

2 Background for Migration to IP Technologies for Voice Telecommunications Independent Assessment for the Administrative Office of the U.S. Courts, Courthouse Technology Services Team (CTST) Collaboration with: Space and Facilities Division (SFD) Office of Information Technology (OIT) Assessment of IP Technologies for Voice Telecommunications for the Federal Judiciary Considerations for Implementation Definition and Comparison of Models Planning for IP Migration Guidelines / Best Practices Coordination with DCN Upgrades for Converged Infrastructure Migration to IP has already begun in several Judiciary facilities Background for Migration to IP Technologies for Voice Telecommunications CyberLink Corporation - Established 1982 Telecommunications Consulting and Engineering Services Telephone and voice messaging systems including VoIP and IP telephony Telecommunications common carrier services RCDD structured cable design, inside and outside plant Data networking LAN and WAN Microwave, Satellite, CATV, Mobile Radio, Teleconferencing, Instructional Technologies, etc. Over 500 successful projects nationwide Government including federal, court, state, city and county agencies Educational institutions including universities, colleges, and school districts 2

3 Background for Migration to IP Technologies for Voice Telecommunications CyberLink Projects for Federal Judiciary Analysis, Design, Specification, Acquisition, and Implementation Support Voice Telecommunications Systems RCDD Structured Cable Design Over 30 successful projects in the past 10 years Compliance with AO funding guidelines to obtain the fullest funding available Recent implementations include IP capabilities to differing degrees Background for Migration to IP Technologies for Voice Telecommunications -- EXAMPLES -- CyberLink Projects for Federal Judiciary U.S. Courts, Southern District of Iowa, Des Moines Completed 2008 Selected System: Avaya IP Enabled U.S. Bankruptcy Court, District of Vermont, Rutland and Burlington Completed 2007 Selected System: Avaya IP Enabled with IP Phones and VoIP Implementation U.S. Courts, Eastern District of California, Sacramento and Fresno Completed 1999 and 2006 Selected System: Nortel IP Capable 3

4 Background for Migration to IP Technologies for Voice Telecommunications -- EXAMPLES -- CyberLink Projects for Federal Judiciary U.S. Courts, District of South Dakota, Sioux Falls, Rapid City, Pierre, Aberdeen Completed 2007 Selected System: Inter-Tel IP Capable U.S. Courts, District of Oregon, Eugene Completed 2007 Selected System: Cisco IP Telephony U.S. District and Bankruptcy Courts, Northern District of Ohio, Akron, Canton, Toledo, Youngstown Completed 2006 Selected System: Avaya IP Enabled Background for Migration to IP Technologies for Voice Telecommunications -- EXAMPLES -- CyberLink Projects for Federal Judiciary U.S. Bankruptcy Court, District of Arizona, Phoenix and Tucson Completed 2005 Selected System: Cisco IP Telephony U.S. District Court, Western District of Washington, Seattle Completed 2004 Selected System: Avaya IP Capable U.S. District Court, District of Nebraska, Omaha Completed 2000 Selected System: Siemens Upgrading to IP Enabled, Networked Systems with Lincoln and North Platte 4

5 Voice over IP (VoIP) and IP Telephony Technologies Traditional Voice Telephone Communications Circuit Switched Transport Dedicated call path (circuit) between two telephones for the duration of each call High-quality, reliable connections for all telephone calls Public Switched Telephone Network (PSTN) primarily uses circuit-switched technology IP Voice Telephone Communications Packet Switched Transport Data is segmented into packets that are transported individually across the network from the source to the destination Voice packets can be transported only on the Local Area Network (LAN), or only on the Wide Area Network (WAN), or across both the LAN and the WAN Voice over IP (VoIP) and IP Telephony Technologies Internet Telephony implemented for telephone calls over the public Internet Example Providers: Vonage, Skype, Broadvoice, SunRocket, Packet8 Concerns with security, quality and reliability Business customers often use VoIP transport for telephone calls between offices over their private IP Wide Area Networks (WANs) such as the DCN Reduce cost of long distance calls Network multiple locations with feature transparency and unified dial plan Security, quality and reliability can be managed more effectively 5

6 Voice over IP (VoIP) and IP Telephony Technologies Voice Quality and Reliability for Real-Time Voice Telephone Calls on IP Network: Dependent on network protocol, bandwidth, configuration, and management Traffic can consist of bursts of packets subject to latency, delay, and jitter Voice packets assigned higher priority than non-real-time data transfers Class of Service (CoS) tagging assigned to IP packets according to type of information being transferred (e.g., voice, data, video) with Quality of Service (QoS) Voice over IP (VoIP) and IP Telephony Technologies VoIP - Figure 1 Convergence of voice with data and video services over the Federal Judiciary s Data Communications Network (DCN) IP Telephony - Figure 2 Convergence over Local Area Network (LAN) within a Judiciary Facility VoIP and IP Telephony may be implemented independently or they may be combined They may be implemented on LAN only, on the WAN/DCN only, or across both networks supported by agreed and common standards 6

7 Figure 1. Voice over IP (VoIP) Technology VoIP on Judiciary DCN Voice over IP (VoIP) and IP Telephony Technologies Office of Information Technology Managing Transition Converge Data, Video, and Voice Networx Contract to be awarded late FY08 Transition to new infrastructure FY08 and FY09 Internet Protocol Multi-Protocol Label Switching (IP MPLS) Improved performance, bandwidth, and security based on Class-of-Service (CoS) and Quality-of-Service (QoS) 7

8 SERIAL ETHERNET SERIAL ETHERNET Figure 2. IP Telephony Technology Voice over IP (VoIP) and IP Telephony Technologies IP Telephony IP telephones on the user s desks connected to LAN switches Mobility Wireless telephones from IP wireless access points Soft phone functionality on desktop or laptop computer Call bridging to outside number for one-number service Hot Desking Many Traditional/Legacy Telephone Systems can be IP Enabled Support IP and digital telephones simultaneously Support VoIP connections/networking offices Support Mobility Support Unified Communications Applications 8

9 Combined VoIP and IP Telephony - Figure 3 is Typical Networked Telephone Service Single Manufacturer s System Voice over IP (VoIP) and IP Telephony Technologies Small Branch Offices Served from Centralized IP Telephone System Management and Functionality like a Single System Each manufacturer s product lines and configurations will be different Survivability and Reliability are Critical Centralized Voice Messaging may impact Bandwidth Figure 3. VoIP Combined with IP Telephony for Branch Office 9

10 Figure 4. U.S. District Court Western Area of Washington VoIP Networked Telephone Systems Success Factors The User Experience Operational and Functional Requirements Manufacturer Features and Functionality Vendor Implementation 10

11 The User Experience Operational and Functional Requirements Courts of the Federal Judiciary Unique operational requirements for telephone communications Focus Group Interviews Judges, staff, and other court personnel Market surveys can include live equipment demonstrations Determine which manufacturers systems best meet operational requirements Evolution from Circuit-Switched Transport to IP Packet-Switched Transport Variety of new IP telephone system offerings Existing Telephone System Manufacturers Converged IP telephone systems Both packet-switching and circuit-switching Both digital and IP telephones Migration path for existing customers The User Experience Manufacturer Several New System Manufacturers Pure IP packet-switched telephone systems Also referred to as client/server systems LAN/WAN infrastructure is used for all telephone calls Only IP telephones are supported 11

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13 The User Experience Manufacturer Soft Switch Offerings - IP Telephony Application Software Packet-switching applications Independent of the underlying hardware so proprietary hardware is not required Open systems - Industry standard servers Commercially available operating systems (Linux, VXWorks, or Microsoft Windows) Support IP telephones using Session Initiation Protocol (SIP) The User Experience Manufacturer Soft Switch IP Telephony Offerings - Representative List Aastra: Clearspan Digium: Asterisk Microsoft: Office Communications Server (OCS) Office Communicator (MOC - Client Software) Pingtel/Bluesocket: SIPxchange Enterprise Communications Server (ECS) Siemens: HiPath 8000 Sphere/NEC: Sphericall Vertical: Televantage Vonexus: Enterprise Interaction Center (EIC) 3Com: VCX V7000 Applications Platform 13

14 The User Experience Manufacturer Hosted IP Telephone Services Telephone and voice messaging system servers in the cloud Only premise-based equipment is router and SIP telephones Also referred to as IP Centrex The User Experience Manufacturer Hosted IP Telephone Services Representative List AccessLine Aptela Bandwidth Convad Global Phone Packet 8 Speakeasy 14

15 The User Experience Features and Functionality IP Telephones versus Digital Telephones Primary difference is Transport virtually invisible to users Commonly used features are similar (hold, transfer, forward, etc.) Most visible differences for IP telephones: Backlit/color displays Downloadable ringtones Text messages on the display Web information on the display Telephone functionality not significantly affected for most users Features and functionality of telephones vary mostly depending on manufacturer Many systems share common features The User Experience Features and Functionality Example features that vary by manufacturer: Bridged line appearance of shared (group) line on multiple telephones Busy Indicators (Busy Lamp Field - BLF) combined with buttons to place or transfer calls internally (Direct Station Selection - DSS) Crisis alert for 911 calls Malicious call trace Outgoing Caller-ID - programmable per phone, or selectively block 2-Way Speakerphone (hands-free) with high voice quality Intercom calling over speakerphone Priority ringing - executive s telephones Paging over speakerphones 15

16 The User Experience Features and Functionality Example features that vary by manufacturer: Conference - Add-on multi-party Conference - Meet-Me (dial-in) multi-party with secure password access Computer interface to schedule, manage, control meet-me conferences Message waiting indicators for department/organization voice mailbox on several telephones in a group Separate message waiting indicators for personal and department/organization voice mailboxes on a single telephone Automated Attendant - with multi-level menus, date/time of day routing, and dial-by-name directory and information mailboxes Call queuing for attendant / call centers (a.k.a. Automated Call Distribution, ACD) Call recording into voice mail The User Experience Features and Functionality Unified Communications Applications Marketing emphasis of many IP telephone system manufacturers Functional integration of end-user s communications devices and methods, and how they interact with one another May include: One-number service for desktop, cell phone and other devices Unified messaging ( , voice, fax) Presence User computer interface to manage personal communications Audio and video conferencing Video calls on desktop computers Web conferencing and collaboration Interactive Voice Response (IVR) applications Most Unified Communications applications are Supported by IP Capable telephone systems with digital or IP telephones 16

17 User Experience and Perception Depends on how telephone on desk operates to meet specific needs Vendors prefer standard generic templates with common features Station Review document functional and operational requirements User groups have unique requirements Customized station programming User and system administration training Help desk support Check Vendor References The User Experience Vendor Implementation Existing Infrastructure and Desktop Sets Digital Telephone Configuration - Figure 5 Minimal impact on existing infrastructure IP Telephone Configuration - Figure 6 Building Infrastructure (space, power conduits) Cabling Infrastructure Data LAN Infrastructure - Reliability 17

18 Figure 5. Typical Configuration for Digital Telephones on the Desktop Figure 6. Typical Configuration for IP Telephones on the Desktop 18

19 IP Migration Models Models for Assessment of IP Technologies for Voice Telecommunications Model 1: In-Building Consolidated Judiciary Telephone Systems Model 2: District-Wide Consolidated Judiciary Telephone Systems Model 3: Centralized Judiciary Telephone Service Offering 3a From Administrative Office 3b From Networx Provider Figure 7. Model 1: In-Building Consolidated Judiciary Telephone Systems 19

20 Figure 8. Model 2: District-Wide Consolidated Judiciary Telephone Systems Figure 9. Model 3a: Centralized Judiciary Telephone Service Offering from Administrative Office 20

21 Figure 10. Model 3b: Centralized Judiciary Telephone Service Offering from Networx Provider Success Factors for Migration to IP Technologies for Voice Telecommunications Background Voice over IP (VoIP) and IP Telephony Technologies The User Experience Existing Infrastructure and Desktop Sets IP Migration Models 21