Voice: The network ‘killer app’? UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

Voice: The network ‘killer app’?

UNC Cause 2005 Annual Conference

Wilmington, NC – November 8-10, 2005


Wilmington, NC – November 8-10, 2005 2

Chris Malone, Director of TelecommunicationsUniversity of North Carolina at [email protected]

Chuck Curry, Associate Vice Chancellor, Technology Planning

University of North Carolina at [email protected]

Converged Campus Voice Services

(Not just dial tone)

mailto:[email protected]

mailto:[email protected]



Agenda Definitions Voice at UNCG Voice applications (features) Voice as a network application The coming convergence Panel discussion


(Not just dial tone)



Definitions




Definitions

The art and science of “communicating” over a distance by telephone, telegraph and radio. The transmission, reception and switching of signals, such as electrical or optical, by wire, fiber, or electromagnetic (i.e., through-the-air) means.

Newton’s Telecom Dictionary

Telecommunications –



Definitions

1. A measure of the clarity of a color monitor. A measure of how closely the red, green and blue guns in a monitor track each other when drawing color image. The other measures are focus and dot pitch.

Newton’s Telecom Dictionary

Convergence



Definitions

“Conventional wisdom holds that convergence – the gradual blurring of telecommunications, computers and

the Internet – is primarily about technology and the inevitable clash of voice and data networks. But that

narrow viewpoint misses the bigger picture … Convergence is about the way we work – even behave.

Our public voice network will become the public multimedia network … with such a robust and ubiquitous network … we will always be on line. And that will let us

develop applications we can’t even dream of today.” 1998 - Richard Notebaert, CEO, Ameritech

‘Converged’ Telecommunications



Voice 101: Voice Call Characteristics

Two Way, Full Duplex(simultaneous – send and receive)

Time sensitive, i.e., no latency (voice engineered to < 400ms round trip)

Symmetric (TDM, send/receive at the same speed)

Relatively low bandwidth requirements(G711 @ 64Kbps is toll quality voice)

Reliable Secure



Voice at UNCG




UNCG Telecommunications (Telephone Services)

“Serving the Campus Community, one call at a time.” Eleven employees (local staff) who provide voice services and

products to over 2500 faculty/staff employees and 4000 resident students located in 70+ buildings across the UNCG campus.

Receives no direct state operating funds (auxiliary). Services include; operator services, voice services help desk

(trouble calls), detailed service billing, support and maintenance of voice services and hardware (phone moves/add/changes, voice/data wiring, voice mail administration, training, ACD systems) as well as voice system design and project management to support new construction and renovations.

UNCG does not own a private phone system (PBX). The University purchases Centrex local and AT&T long distance services through the Information Technology Services (ITS) state master contract.

BellSouth

Central Campus (Spring Garden)

Jan 2004 - UNCG Campus Core Telecommunications Network (Centrex - Physical Connections)

Becher-Weaver(Oakland Ave)

Warehouse-TSV (Oakland Ave)

Eugene StCO (DMS100)

Ashland StCO (DMS100)

315-xxxx315-xxxx256-xxxx (OPX-mileage)334-xxxx (OPX-mileage)

5300 lines

~70 buildings

334-xxxx256-xxxx

30 l

ine

s

100

lines

Mossman BldgAvaya (Octel)

Voicemail

State Agencies

NC A&T University

60 li

nes

VM

6 lin

es V

M(m

ileag

e)SMDI Circuit

# of lines?

# of l

ines

?

6 lines VM (mileage)

SM

DI C

ircuit



Voice at UNCG (by the numbers)5778 - Total UNCG voice lines, broken down as follows

…

3255 - Individual Faculty/Staff lines - Included in this total are:

1492 - Analog lines1611 - Digital lines (p-Phone)10 - ACD groups with 100 ACD agent positions

270 - Departmental lines (main numbers) 240 - Fire/Security/Elevator/Emergency/Courtesy

lines 168 - Fax lines 152 - MADN (Multiple Appearance Directory

Numbers)22 - Toll Free Numbers

2523 - Individual Student lines (analog)



Voice applications (features)




Basic voice features

Voice Applications (features)

Hold Transfer Conference ** Forward ** Caller ID Redial Message Waiting

Speed Dial

Music On Hold Autodial** - multiple options



Other common voice features


Intercom/Paging Multiple Appearances**

Call Pickup** Call Waiting Hunt groups** Call Block Distinctive Ringing**

Call Park

** - multiple options



When someone dials 911 from a campus phone, what is

transmitted to the Public Safety Answering Point (PSAP)?

Campus Emergency Calls (911)



Traditional voice vendors have hundreds of features. For example, Avaya lists: 30+ Basic Call features 40+ Attendant (Operator) features 70+ ACD/CTI features 20+ PSTN Trunking features




Centrex has hundreds of USOC’s (Universal Service Ordering Codes) for features

UNCG uses over 150 voice feature/equipment billing codes




Voice as a network application




Voice and data fit together?

BurstyBursty GreedyGreedy Drop InsensitiveDrop Insensitive Delay InsensitiveDelay Insensitive TCP RetransmitsTCP Retransmits

Smooth Benign Drop Sensitive Delay Sensitive UDP Best Effort

vs.

DataData VoiceVoice



Switch modernization and Power

Quality of Service (QoS) Failover/Redundancy Reliability/Security

Voice as a Network Application



How many Ethernet switches do you have? What version IOS? Will they all be powered?

(future PoE uses?)

Cost/size of UPS – Generators? Power/HVAC in telecom rooms? How long to keep phones up?

Switch modernization and Power



What is QoS?The ability of networks to guarantee and maintain certain performance levels for each application according to the needs of each user.

Quality of Service



QoS-Elements That Affect End-to-End Delay

Campus Branch Office

CallManagerCluster

SRSTrouter

IP WAN

PSTN

25 ms25 ms

CODECCODEC

VariableVariable

QueuingQueuing

VariableVariable

SerializationSerialization

VariableVariable

PropagationPropagation& Network& Network

20-50 ms20-50 ms

Jitter BufferJitter Buffer

End-to-End Delay (Must be < 150-200 ms)End-to-End Delay (Must be < 150-200 ms)



Building a Campus NetworkMulti-layer Network Design

Call manager server farmCall manager server farm

DistributionLayer 3

DistributionLayer 3

CoreLayer 3

CoreLayer 3

AccessLayer 2AccessLayer 2

DistributionLayer 3

DistributionLayer 3

AccessLayer 2AccessLayer 2

= L3 Links= L2 Links



Reliability/Security

Layer redundancy

Testing and monitoring

Encrypted voice and call control streams

Vulnerabilities of the voice/network devices



Convergence …coming to a campus near you…

(eventually).




Convergence – Driving Factors

Single network infrastructure Simplified move/add/change Multimedia applications

“Call Me” links Point and click dialing Presence Unified Messaging Voice/video conference

Telework/Telecommuting



Ebay buys Skype for $2.6B Vonage – one million lines and

growing AOL announces VoIP service Google announces VoIP plan Microsoft acquires Teleo WiFi/Cellular convergence

Convergence … all aboard!



“Cisco has sold four million IP phones and the installed base of enterprise phones in the world is approximately 400 million”

Mark Lambert, Cisco Product Marketing Director

“[Traditional voice] is like electricity, I already have electricity. It works. Why would I buy this new electricity?”

Chris Malone, 10/3/05 Voice Report

Whoa! Slow down there, buddy!



Convergence …coming to a campus near you…

(eventually).





Panel Discussion Rob Hudson, Director, Network Services

East Carolina [email protected]

Tom Lamb, Director of IT InfrastructureUniversity of North Carolina at [email protected]

Greg Sparks, Director of Communication TechnologiesNorth Carolina State [email protected]

Documents

Voice: The network ‘killer app’? UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005