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04/10/23 1
Vocabulary Test
1. IP2. PBX vs.Centrex3. Switch 4. Router5. PSTN connection6. POTS line
7. T-1 circuit 8. QoS9. XML10. IVR/ACD11. Voice Mail vs. UM12. Firewall
04/10/23 2
Trends in IP Telephony
IP Telephony Deminar
Implementing the 21st Standard Voice Solution
IP Telephony Deminar
Implementing the 21st Standard Voice Solution
04/10/23 3
Agenda
Trends in Tech/Spending 4-8 Old School 7-10 IP Telephony Introduction 11-19 Lunch Cost issues: 20-24 Application Benefits: 25-37 DEMO and choices: 38-42 Why Cisco and PNC 43-48 Next Steps : 49
04/10/23 4
Total Cost of Ownership
How much does the solution I have really cost?– Answer it with an assessment
How much does the new one really cost?– Answer it by a study of the cost over the life of the
solution.
04/10/23 5
Current economic conditions demand a “back to basics approach” and accelerated payback on any IT investment.
– 80% of enterprises now require some form of ROI analysis* When making network investment decisions, companies can
no longer evaluate voice, video and data networks separately.
– Their investment decisions must lower the overall cost of network ownership including infrastructure and ongoing operational costs
We need more features to compete, but we can’t increase the Cost of Ownership.
* Source: CIO Magazine Custom Study
Lower Cost of “Network” Ownership
04/10/23 6
Lower Cost of “Network” OwnershipA converged voice, data and video network
reduces ongoing network administration and support costs.
–Improved productivity of network support staff• 10-40% productivity improvement post data/voice convergence• Shifts IT staffs focus from administrative to value-added
–Consolidated voice and data help desk–Improved productivity of administration staff (allow call volume to be shared between sites, allow remote sites to back each other up)
04/10/23 7
Story:
Abercrombie and Fitch
04/10/23 8
Data Networking Trends
IP Based. Deployed to remotes and work at home employees. Remote management is expected. Scalability is normal. New solutions usually require a single new device. Not considered overhead: Source of revenue.
04/10/23 9
Data and Voice – Separate Historically
04/10/23 10
PBX Components
04/10/23 11
PBX cabinet
Processor Card(s)Processor Card(s)
TDMBackplane
TDMBackplane
Trunk CardTrunk Card PSTN
Digital Line CardDigital Line Card
Digital Line CardDigital Line CardProprietary
Digital Phones
Analog Line CardAnalog Line CardAnalog Devices
Trunk CardTrunk Card Applications
VoiceMail/IVR etc
Limited Slots
Limited Channels
Limited Capacity
PBX LimitationsSAME LIMITATIONS APPLY
TO PBX’S WITH IP TELEPHONE OPTIONS
04/10/23 12
Weaknesses - PBX Systems
Proprietary-only the vendor made changes. Not intelligent-moves, deletes and adds weren’t
automatic. Requires second dedicated network, doubling
cabling costs. Does not interface with data easily Separate thought, budget, planning considerations. More Vendor complexity - who do we call if…
04/10/23 13
IP Telephony-The Basics
04/10/23 14
IP Telephony-Calling Out of Net
04/10/23 15
IP Telephony-Adding Data
04/10/23 16
IP Telephony-Multi-Site - Save $$$
04/10/23 17
How it works
04/10/23 18
QoS-Quality of Service
04/10/23 19
Story:
City of Sacramento
04/10/23 20
Cisco’s IP TelephonyIssues: Cost and Applications
04/10/23 21
IP Telephony Cost issues
The single greatest reason people migrate to IP Telephony is the perceived cost savings
The single greatest reason people don’t migrate to IP Telephony is the perceived cost.
What are the real issues
04/10/23 22
IP Telephony – Cost savings
Less cable runs Remote office deployment
is easy and fast Users support themselves,
reducing support costs Single phone system, for
enterprise, not one per location, per vendor
Reduce interoffice calling costs
Reduced MAC costs Fax, voice mail and email
in one box, reducing server requirements and needs
No high priced staff to maintain
04/10/23 23
General ROI Findings
The range of observed paybacks falls between immediate to 4 years with the average being approximately 16 months.
The principle ROI drivers are determined by a customer’s own unique circumstances, however we have seen some consistent ROI trends.
Rapid Payback ScenariosRapid Payback Scenarios Variables Effecting Speed of PaybackVariables Effecting Speed of PaybackNew facility
End-of-life for existing PBX in conjunction with a planned data network upgrade
Multiple branch offices converting to a centralized call processing model
Centrex Replacement
Speed of Migration
Remaining lease life on PBX
Extent of data upgrade
Ability to quantify strategic value of converged network
04/10/23 24
Success Story: Burger King
04/10/23 25
Cisco’s IP Telephony:Applications
04/10/23 26
Core Applications
Conferencing-on and off net Unified messaging: fax, email and vm in one
location Personal Assistant-call screening IPCC Express-call center XML-lots of stuff here.
04/10/23 27
IP Telephony Benefits
Calls can come in from any site to any site
More PSTN redundancy than traditional PBX systems
IP
IP
IP
IP IP
ANY IP
WAN
PSTN
PSTN
04/10/23 28
IP Telephony Benefits
True Computer Telephony Integration Call control and setup from the PC. ANYBODY can develop programs to interface to the
phone system. Softphone, web consoles, Outlook click-to-dial.
+
04/10/23 29
Many Phone Options
Low cost one-line phones
• Web-enabled 2 and 6 line phones • Phone Expansion Modules
• Conference phones
04/10/23 30
7920 Wireless phones–Works with 340, 350 and 1200 series Access Points–Range of up to 1000 feet outdoors–Range of up to 300 feet indoors.–Features like 7960.
Wireless Phones
04/10/23 31
IP Telephony Benefits
Features beyond most PBXs
Web configuration options for admin & users Meet-me conference calling List of missed/received/placed calls Searchable directories right on the phone Integration to PC software (ie Outlook) 99 personal speed dial entries Distinctive rings Music on hold: 50 streams, per line configurable On line help right on the phone Create your own features with open interfaces + many more – INCLUDED WITH BASE SYSTEM
04/10/23 32
Visiting User Logged onto Phone (x5000)
7960
IP WANIP WAN
Central Site
Extension Mobility Log onto any 7940/7960 in a CM
cluster to get your extension and productivity services
Extension, services, class of service restrictions applied to phone
Login modes–auto-logout other phones–keep login on other phones
Logout modes–explicit logout at phone–timed logout
IP Phone Services
Web Server
LDAP Directory
Branch Office
User’s Office IP Phone 7960 (x5000)
IP LANIP LAN
04/10/23 33
• • Directory Assistance (411) & Yellow Pages (LSSI)Directory Assistance (411) & Yellow Pages (LSSI)
• • Vytek’s Supply Chain solution & Time & Attendance solution Vytek’s Supply Chain solution & Time & Attendance solution
• • Weather, CNN Headlines, Stock Quotes, Time of Day RingingWeather, CNN Headlines, Stock Quotes, Time of Day Ringing
• • Netcom's IP Transportation Information Management SystemNetcom's IP Transportation Information Management System
• • Calendar & calculatorCalendar & calculator
• • Sentinel's I.Q. for EducationSentinel's I.Q. for Education
• • Calence's Hospitality SolutionCalence's Hospitality Solution
• • Network Data Systems Palm2CIPPNetwork Data Systems Palm2CIPP
• • Circata's Contact Manager & Conference Room ReservationCircata's Contact Manager & Conference Room Reservation
• • WebBASIS' Digital Desktop "One Number" SystemWebBASIS' Digital Desktop "One Number" System
• • Dimention Data's Call tracking, client billing, call authorizationDimention Data's Call tracking, client billing, call authorization
and IP Phone Mgt and IP Phone Mgt
•• AAC's K-12 apps, surveys, instant messaging to the phonesAAC's K-12 apps, surveys, instant messaging to the phones
•• CheckMate's business dashboardCheckMate's business dashboard
• • Directory Assistance (411) & Yellow Pages (LSSI)Directory Assistance (411) & Yellow Pages (LSSI)
• • Vytek’s Supply Chain solution & Time & Attendance solution Vytek’s Supply Chain solution & Time & Attendance solution
• • Weather, CNN Headlines, Stock Quotes, Time of Day RingingWeather, CNN Headlines, Stock Quotes, Time of Day Ringing
• • Netcom's IP Transportation Information Management SystemNetcom's IP Transportation Information Management System
• • Calendar & calculatorCalendar & calculator
• • Sentinel's I.Q. for EducationSentinel's I.Q. for Education
• • Calence's Hospitality SolutionCalence's Hospitality Solution
• • Network Data Systems Palm2CIPPNetwork Data Systems Palm2CIPP
• • Circata's Contact Manager & Conference Room ReservationCircata's Contact Manager & Conference Room Reservation
• • WebBASIS' Digital Desktop "One Number" SystemWebBASIS' Digital Desktop "One Number" System
• • Dimention Data's Call tracking, client billing, call authorizationDimention Data's Call tracking, client billing, call authorization
and IP Phone Mgt and IP Phone Mgt
•• AAC's K-12 apps, surveys, instant messaging to the phonesAAC's K-12 apps, surveys, instant messaging to the phones
•• CheckMate's business dashboardCheckMate's business dashboard
Many XML Applications Available (3rd Parties)
04/10/23 34
XML: Stories of Success
04/10/23 35
IP Telephony - Features & Benefits
Allow mobility-next slide Enable knowledge sharing Instant messaging on
phones Remote office deployment
is easy and fast BE LIKE DATA-Add call
center with a single device, not a new solution
Users support themselves
Single phone system, for enterprise, not one per location, per vendor
Fax, voice mail and email in one box
04/10/23 36
IP Telephony Benefits w/ Voice Mail
Features beyond most VM systems
Direct MS Exchange integration. Per user configurable VM menu customization. Per user message notification via phone/page/etc. Per user transfer options. Easy to configure custom menus. Direct integration to LDAP directories. Unlimited growth. Optional Unified Messaging (VM, Email, Fax).
04/10/23 37
Optional FeaturesConference Connection
• Audio conference server with web interface
• Supports up to 100 ports
Personal Assistant
• Voice enabled dialing, VM control, conferencing
• Route calls by user-defined rules
Time of day, Calendar, CLID
• Forward calls to user-defined phone numbers
Single number, Series of numbers
• Screen your calls
Select which calls to accept in real time
04/10/23 38
Optional FeaturesIVR and ACD (IP/IVR and ICD)• Queue calls and route to proper agents• Up to 60 virtual ports per server• Easy to use call-flow GUI administration
IPCC – Full Call Center Solutions• Multisite, multi-skill call routing• Scalable to 100s and 1000s of
agents• Advanced CallCenter features like
popup-windows, monitor, record, chat
• Agent and manager controls• Extensive reporting
04/10/23 39
Demonstration
IP Phone to IP Phone call. Failover demonstration. IP Phone to PSTN (if available). Unity Demo. Services. Music on Hold. User Interface via Web Browser.
04/10/23 40
Types of Solutions
1) Enterprise2) Small to Medium Business3) Entry level/transition solution
04/10/23 41
Enterprise Solution:
Call Manager: 7835 and up Each core component is on
separate HW Can use either Cisco, Compaq or
IBM HW Scales up to 10,000 users in a
cluster Interoperability with current
system and voice mail
04/10/23 42
Solution 2: ICS 7750
Everything in one box: Small to Medium Business– Redundant call managers.– Unity voice mail, with unified messaging.– Router for PSTN connectivity.– Supervisor module.– Redundant power supplies and Ethernet available.– Just add phones and switching.– Starts at $15,000 + phones + services.
04/10/23 43
Entry/Transition Level
ITS-runs on a 2600 or 1700 series router Acts like a key system, but also has auto-attendant
and voice mail. Very inexpensive Max users is 48.
04/10/23 44
Why Cisco:
Market Share. See next slides Strength of Company. Leader in everything that they do. Customer service is best in industry. Footprint of Installs, locally. Next Slide…
04/10/23 45
WW IP Phone Units Market Share Q4 CY’2002
Source: Synergy 1/03
Cisco #1 4Q02
Alcatel8.7%
Avaya5.9%
Cisco50.0%
Mitel9.9%
3Com9.1%
Nortel7.3%
Siemens2.2%
All Others6.8%
04/10/23 46
Total Enterprise VoIP Revenue CY’2002
Source: Synergy 1/03
Cisco #1 CY02
Alcatel4.1%
Avaya8.1%
Cisco54.3%
Mitel4.6%
3Com5.1%
Nortel6.5%
All Others17.3%
04/10/23 47
Global CustomersCisco, of course (large campuses of 10s of thousands of users, 100s of offices)
Dow Chemical (40,000 phones - in progress)http://newsroom.cisco.com/dlls/prod_043001_print.html
Merrill Lynch (1000s of phones - more coming)http://www.fastcompany.com/online/51/merrill.html
British Telecom's Managed Service (1000s)http://www.ignite.com/internetservices/voip/voip_mm_overview.html
New Zealand Dept of Social Welfare (8000) http://newsroom.cisco.com/dlls/fspnisapida24.html
Datekhttp://www.cisco.com/warp/public/345/afm/smartstart/images/banners/Datek_Profile_4c_2.pdf
04/10/23 48
Local Customers
Blackbaud Software, Bosch, Durham Public Schools, Charlotte Latin, ChapelHill/Carboro Schools, Central Carolina Bank, College of Charleston, CPS, Craven County GVT, Dakor, Dick Smith Automotive, Entegra, Florence Darlington-TEC, General Engineering Labs, Highland Schools, IDI Construction, Johnston County, LSSi, MediaOcean, Meredith College, Mitsubishi, Marine Federal Credit Union, National Furniture, NetEffect, Nordfab, Odell Architechs, PTI, Raleigh Neurology, Richland County Schools, Triangle Red Cross, Tompkins, SGL Carbon, SNL Securities, Sparkfly, Sunguard, Synchrologics, Swifty Serve, UCB Chemicals, UG bank, Webtone, Wilson Cooke, Zeus + many more
04/10/23 49
Why PNC
Only one of a handful of partners who are IP Telephony certified - requires 31 exams!
Only NC Based partner….everyone else must fly in engineers, installers and support staff.
Had the first install in Charlotte, and, for awhile, the largest install.
Methodology-complete care for life of solution.
04/10/23 50
Next Steps
PNC/Cisco Visit.– At your facility– Get acquainted– Determine possibility of a fit
ROI Analysis.– What would provide best business return
Network Evaluation and Project Plan.
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