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  1. 1. Deke Kassabian University of Pennsylvania Internet2 Spring Member Meeting April 2007 Production Quality Open Source VoIP: Next Generation Telephony at Penn
  2. 2. Penn Background <ul><li>An Ivy League university in Philadelphia, PA founded in 1740 by Ben Franklin </li></ul><ul><li>40,000 faculty, staff and students </li></ul><ul><li>25,000 phone lines/12,000 voicemail users </li></ul><ul><li>50,000 IP addresses in use </li></ul><ul><li>9,000 analog video connections </li></ul><ul><li>Over 1.5 Gbps external IP capacity </li></ul><ul><li>Operates the MAGPI Internet2 GigaPop connecting 38 institutional subscribers </li></ul>
  3. 3. Organization <ul><li>Networking, Telecommunications and Video Groups merged in 2000 </li></ul><ul><li>100 full time staff members and contractors today, after substantial churn </li></ul><ul><li>Much staff re-education & integration has taken place </li></ul><ul><li>100% direct charge budget </li></ul><ul><li>New organization is fully integrated and increasingly well cross-trained </li></ul>
  4. 4. Voice Services at Penn Today <ul><li>Most users have Centrex service </li></ul><ul><ul><li>Local Exchange Carrier -provided business telephone service </li></ul></ul><ul><ul><li>Long list of available features </li></ul></ul><ul><ul><li>Switch at Telco Central Office </li></ul></ul><ul><ul><li>On-campus copper cabling </li></ul></ul><ul><li>Some departments have PBXs and small key systems </li></ul>
  5. 5. Telecommunications Infrastructure <ul><li>Local Exchange Carrier brings copper loop infrastructure to campus Rate Demarcation Points (RDPs) </li></ul><ul><li>Penn maintains in-ground and in-building copper cable infrastructure from RDP to building, building to closet, closet to wallplate </li></ul><ul><li>This infrastructure is very old, and in some cases is failing resulting in outages and requiring expensive repairs </li></ul><ul><li>Replacement of these cables would be $3-5M </li></ul>
  6. 6. Campus Map
  7. 8.  Rate Demarcation Points
  8. 9. Next Generation PennNet
  9. 10. Business Drivers <ul><li>Aging phone-cabling infrastructure. Cable faults are increasing, and repairs are expensive. </li></ul><ul><li>Moves, adds and changes are time consuming and costly (3000/yr @ $125= $375k) </li></ul><ul><li>Limited application integration/flexibility </li></ul><ul><li>Legacy voice mail and ACD are business critical, but fragile and costly to support </li></ul><ul><li>Prefer vendor independence, open standards and open source </li></ul>
  10. 11. Voice Services Goals <ul><li>Generally : </li></ul><ul><ul><li>Cost–effective, reliable voice communications with flexibility to meet evolving demands </li></ul></ul><ul><ul><li>Vendor independence </li></ul></ul><ul><ul><li>Single integrated network infrastructure </li></ul></ul><ul><li>Specifically : Convert 25,000 analog voice customers to VoIP on a converged IP network with added functionality and lower costs in 5 years or less </li></ul>
  11. 12. History of VoIP at Penn <ul><li>Protocol investigation dates back to late 1990s </li></ul><ul><li>Worked first with H.323-based VoIP, and later with Session Initiation Protocol (SIP) </li></ul><ul><li>Worked with a range of applications: </li></ul><ul><ul><li>Cisco Call Manager, an enterprise solution (2001-2002) </li></ul></ul><ul><ul><li>BroadSoft’s Broadworks, a carrier-class VoIP software solution, piloted on campus (2001-2003) </li></ul></ul><ul><ul><li>Externally hosted IP Centrex solutions (2003-2004) </li></ul></ul><ul><ul><li>Open-source SIP Express Router with Asterisk Comedian Voice Mail (2003-Present) </li></ul></ul>
  12. 13. Whether to use Open Source <ul><li>Does IP Telephony lend itself to open source server software? </li></ul><ul><ul><li>Can it be reliable enough? </li></ul></ul><ul><ul><li>Will we have the feature set we need? </li></ul></ul><ul><ul><li>Will we be able to maintain it well? </li></ul></ul><ul><li>We have an IT staff experienced in the 24x7 operation of key services based on open standards and open source </li></ul><ul><li>Positive experience with open source server software encouraged us to take this as a serious option </li></ul>
  13. 14. Open Source Strategy <ul><li>Select open source tools written in programming languages in which we have expertise </li></ul><ul><li>Assure that multiple staff members are familiar with each open source tool </li></ul><ul><li>Avoid the over-customization trap </li></ul><ul><ul><li>Use existing functionality where possible </li></ul></ul><ul><ul><li>Maintain active relationship with developers </li></ul></ul><ul><ul><li>Try to get any essential changes of general interest built back into mainline code </li></ul></ul><ul><li>Notable Asterisk customization </li></ul><ul><ul><li>IMAP access to voice mail message store for true unified messaging from phones and email clients </li></ul></ul>
  14. 15. Project Teams Steering Committee Technical Process Business Facilities Network Architecture Application Architecture Telephony Architecture Installations Operations Intake Support Billing Provisioning Communications
  15. 16. VoIP Building Blocks <ul><li>SIP Clients or User Agents </li></ul><ul><li>SIP Proxy Servers </li></ul><ul><li>Media & Feature Servers </li></ul><ul><li>Gateways and ITSP services </li></ul>
  16. 17. SIP User Agents (UAs) <ul><li>Hardware SIP phone, in the familiar desk set form factor. Penn currently uses Cisco phones , and is looking into other options. </li></ul><ul><li>Software that acts as a SIP client or user agent and runs on a desktop, laptop or handheld. Shown here is eyeBeam from Counterpath . </li></ul>
  17. 18. SIP Proxy Servers <ul><li>Server that accepts “registration” from valid users </li></ul><ul><li>Allows client to signal their call information </li></ul><ul><li>Handles call set up and gets out of the way </li></ul><ul><li>Penn uses SER (iptel.org) </li></ul><ul><li>and OpenSER (openser.org) </li></ul>
  18. 19. Media & Feature Servers <ul><li>Server that handles “media” such as voice mail and music on hold </li></ul><ul><li>Provides for some additional call features </li></ul><ul><li>Co-exists with provisioning services </li></ul><ul><li>Penn currently uses Asterisk </li></ul><ul><li>(www.digium.com) </li></ul>
  19. 20. Gateway <ul><li>Interconnect between campus network and PSTN </li></ul><ul><li>Penn currently uses Cisco 36xx routers </li></ul><ul><li>Penn will also use ITSP services, sending calls via IP to a national network of gateways for completion </li></ul>IP ISDN PRIs PSTN Campus Network Gateway
  20. 21. General VoIP Design
  21. 22. VoIP Topology
  22. 23. Penn Net Phone Roadmap <ul><li>Phase 1.1-1.2 </li></ul><ul><li>IMAP Message Store </li></ul><ul><li>Limited Multi-line Pilots </li></ul><ul><li>PiPS Maintenance </li></ul><ul><li>Security development </li></ul><ul><li>600+ phones deployed </li></ul><ul><li>Phase 2.0 </li></ul><ul><li>Feature Release 2.0 </li></ul><ul><li>Centrex-Asterisk Pilot(s) </li></ul><ul><li>ITSP/LNP Production </li></ul><ul><li>New Handset Testing </li></ul><ul><li>1000+ phones deployed </li></ul><ul><li>Phase 3.0 </li></ul><ul><li>Octel voice mail migration </li></ul><ul><li>New Handset Production </li></ul><ul><li>Softphone Pilots </li></ul><ul><li>Multi-line Pilots </li></ul><ul><li>2000 phones deployed </li></ul><ul><li>Phase 1.0 </li></ul><ul><li>VoIP Campus Pilot Begins </li></ul><ul><li>PennNet Phone web portal </li></ul><ul><li>Penn Directory lookups from PennNet Phones </li></ul>Phase 3.0 Phase 1.X Phase 2.0 1H 2006 2H 2006 General Availability Phase 1.0 1H 2007 2H 2007
  23. 24. Current State of Service <ul><li>Substantial Deployment (over 1000 phones) </li></ul><ul><li>Production-grade </li></ul><ul><ul><li>Redundant servers, gateways and PRIs </li></ul></ul><ul><ul><li>Single-line features, email/voicemail integration </li></ul></ul><ul><ul><li>Some mulit-line features (ring groups, multi line appearance) </li></ul></ul><ul><ul><li>911 support equal to legacy system </li></ul></ul><ul><li>Separate VLANs & subnets, layer 2 QoS </li></ul><ul><li>Full service: installation, support & billing </li></ul>
  24. 25. Managing Penn Net Phone <ul><li>Web “provisioning interface” to allow </li></ul><ul><ul><li>Installation staff to configure phones for deployment </li></ul></ul><ul><ul><li>Support staff to provide local support </li></ul></ul><ul><ul><li>End-users to select and maintain configuration options </li></ul></ul>
  25. 26. Penn Net Phone Web Services (Phase 1.0) PennNet Phone Service More . . . Blocked Caller ID Reject Anon. Call Forward Do Not Disturb Password Change Email Voice mail Self-service
  26. 27. Add PennNet Phone Account
  27. 28. PennNet Phone Settings
  28. 29. Unified Messaging <ul><li>Some users prefer getting voice mail in email. Others really need to access voice mail by phone. </li></ul><ul><li>Wanted to access voice mail via email and via the telephone without message replication </li></ul><ul><li>Penn-developed extension to Asterisk for IMAP access to voice mail for true unified messaging from phones and email clients. Included in current production releases. </li></ul>
  29. 30. Emergency Services & Location <ul><li>Ability to route 511/911 calls, including support for location information </li></ul><ul><li>Three phases towards improvement </li></ul><ul><ul><li>Phase 1 - Fixed location phones </li></ul></ul><ul><ul><li>Phase 2 - VoIP phones movable by IT Staff, with web form location reporting </li></ul></ul><ul><ul><li>Phase 3 - Dynamic location updates </li></ul></ul>
  30. 32. Security & Privacy <ul><li>Key project elements for S&P </li></ul><ul><ul><li>Configuration security - protecting phone configuration and user details </li></ul></ul><ul><ul><li>Gateway security - securing gateways so only authorized users make calls </li></ul></ul><ul><ul><li>Call privacy - minimizing the eavesdrop risks </li></ul></ul>
  31. 33. Current Development Projects <ul><li>Multi-line and ring-group support </li></ul><ul><li>Using ITSPs (Internet Telephony Service Providers) for off campus calls </li></ul><ul><li>Migrating Centrex users to our next generation voice mail </li></ul><ul><li>Power Over Ethernet (PoE) network designs </li></ul><ul><li>Evaluating additional VoIP handsets </li></ul>
  32. 34. New Roles for Campus IT Staff? <ul><li>Local tech support staff troubleshoot basic connectivity, occasionally power cycle phones </li></ul><ul><li>Submit trouble tickets when necessary </li></ul><ul><li>Act as proxy for the user in the web interface, to change feature settings and forwarding numbers </li></ul>
  33. 35. Collaboration within Higher-Ed <ul><li>Several Internet2 universities, most notably Columbia, UNC, and MIT, are using a very similar approach </li></ul><ul><li>Sharing plans, code and best practices through monthly collaboration calls </li></ul><ul><li>Open to participation by other groups seriously engaged in similar efforts </li></ul>
  34. 36. A Few Key Challenges <ul><li>“ Recruiting” pilot customers that fit the service profile, are in a suitable location, and can provide detailed feedback </li></ul><ul><li>Identifying supportable, high function VoIP handsets </li></ul><ul><li>Managing very substantial staff workload </li></ul><ul><li>Moving fast enough to avoid costly telephone cable upgrades </li></ul>
  35. 37. Lessons & Recommendations <ul><li>Make project a priority across the organization </li></ul><ul><li>Cross-train staff, and allow time for adjustment. Augment staff with consultants in key areas </li></ul><ul><li>Pilot one technology at a time (open-source vs. in house commercial vs IP centrex) </li></ul><ul><li>Create/maintain a voice development environment </li></ul>
  36. 38. Lessons & Recommendations <ul><li>Roll out pilot and new features in your own department first, as a pre-pilot </li></ul><ul><li>Replace existing phones with VoIP phones on users desk (don’t simply add) </li></ul><ul><li>Structure installations to be “cookie cutter” </li></ul><ul><li>Pilot not only technology, but full support and communications process. Involve all service delivery and support personnel </li></ul>
  37. 39. Looking To The Future <ul><li>With the elimination of legacy services and networks, we anticipate: </li></ul><ul><ul><li>Increased reliability </li></ul></ul><ul><ul><li>Improved functionality </li></ul></ul><ul><ul><li>Higher levels of operational efficiencies </li></ul></ul><ul><ul><li>Telecommunications cost reductions of 10-30% </li></ul></ul><ul><ul><li>Better customer service </li></ul></ul>
  38. 40. Deke Kassabian University of Pennsylvania Internet2 Spring Member Meeting April 2007 Production Quality Open Source VoIP: Next Generation Telephony at Penn