Avaya VoIP Presentation
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Avaya VoIP Presentation

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Introduction to VoIP implementation and challenges to consider. Given at Avaya headquarters in NYC.

Introduction to VoIP implementation and challenges to consider. Given at Avaya headquarters in NYC.

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Avaya VoIP Presentation Avaya VoIP Presentation Presentation Transcript

  • VoIP Overview & Implementation
    Christopher Duffy
    Chief Information Officer
    Peirce College
  • Agenda
    • Background
    • Issues & Concerns
    • Criteria
    • VoIP Comparison & Challenges
    • VoIP Benefits
    • Call Centers
    • Snapshot
  • Peirce College Background
    Need Based on Business /Geography
    Online Growth
    Corporate College
    Initial Installation/Vendor Removed
    QOS
    Poor Support/Knowledge of Products
    Patches & Uptime on PBX
    Interim
    Non Prem Based SIP Solution
    Final Selection
  • Issues/Concerns
    Internal
    Forklift or Integration
    User Community Acceptance
    Accountability Issues
    IT Skill Sets
    Budget
    Vendor
    Experience in Traditional PBX
    Experience in IP Networking/Infrastructure
    Single Vendor Solution - “One Stop Shop”
    Premier VAR/Reseller for Manufacturer
  • Criteria for Selection
    Basic Voice Communications System
    Longevity in Integration
    Unified Messaging Application
    Contact Center Application
    Wireless Solution
    Telecommuter Applications
    Management Application
    Fault Tolerance
  • “Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….
    only to come back bigger than ever.” - (Alan Cohen VP Cisco)
  • Traditional VoIP
    Packet Switched
    12th Birthday-1st Generation
    Growing User Base
    Uses IT management Concepts
    IT or Telephony Staff
    QOS issues
    • Circuit Switched
    • 100 Plus Years Old
    • Wide User Base
    • Well Understood
    • Specialized Staff
    • Proven Quality of Service (QOS)
  • Traditional VoIP
    Strain on Existing Network
    Needs Power (POE)
    IP Security
    How Many Nines?
    • Infrastructure in Place
    • Non Power dependant
    • Secure Infrastructure
    • 5 Nines, +
  • Living by the Nines
    “Five nines" means that a system is fully operational 99.999% of the time,
    corresponding to less than 5.25 minutes downtime per year
    Availability  Downtime Per Year
    99.999%  5 minutes, 15 seconds
    99.99%  52 minutes, 36 seconds
    99.95%  4 Hours, 23 minutes
  • VoIP Benefits
    • Convergence /Presence Awareness
    • Unified Messaging
    • Voicemail & Fax in Exchange
    • Follow me/ Concierge
    • Instant Messenger /Web Based Chat
    • 4 Digit between Locations (Centrex)
    • Mobility
    • Extension & Device Mobility (Wireless)
    • Soft phone-USB
    • Tele-workers
  • VoIP Benefits
    • Integration & Accountability
    • Call Reporting
    • Call Monitoring
    • Handset, Web Chat, Instant Messenger
    • Interface to CRM or ERP Systems
    • Voice Recognition (IVR)
    • Voice & DTMF Tones
    • Disaster Recovery
    • Ability to Relocate /Co-Locations
    • Distributed Fault Tolerance
    • Satellite Offices
    • Work at Home No Snow days!
    • Management
    • One Network- Same Tools
  • Call Centers
    • Group Number by Dept or Division
    • No Individual Private Numbers
    • Track Agent & Caller Activity
    • Elimination of Voicemail
    • Group only
    • Control in Customers Hands
    • Hold
    • Voicemail
    • Agent
  • Peirce Today
    PBX
    Fully Redundant S8700
    Wiring Rack is Secure
    Everything Documented
    Phones
    Mix of TDM & VoIP
    Softphone for SOHO
    Unified Messaging & Fax for all?
    Call Centers
    Widely Integrated
    Full Reporting
    Resistance