Gradwell and Lucid Networks
June 2009

VoIP 2009 – Where are we at?




                         www.gradwell.com | 01225 ...
Who are we?

•   We provide hosted Internet services
     • Email & website (17k mail, 12k websites)
     • Telephone serv...
What are we?

•   10 years old (Incorporated in December 1998)
•   A team of 30
•   Consistently award winning

•   Liked ...
What is your technical inclination?
                                  Averse
                                   17%



   ...
Recent numbers (June 2009)

Customer base of 18,000
• Repeat billing agreements: 9200
• 140 co-branded partners
• 110 whit...
Distribution

•    We sell direct to end customers
•    We have a reseller channel of 250 IT consultants
•    We sell whit...
The VoIP “rules”




          +                              +
                   www.gradwell.com | 01225 800 800 | sale...
Internet & Open Source rules apply

•   Distance isn’t an issue

•   Pay for what you use, rather than how long you use it...
Different types of VoIP




                          www.gradwell.com | 01225 800 800 | sales@gradwell.com
Messaging + Talk




                   www.gradwell.com | 01225 800 800 | sales@gradwell.com
Case Study - Gradwell

  2002              Leeds
                  1 number to call

                          01225 800 8...
IP Centrex

•   “PBX In the Sky”
     • Multiple sites, multiple countries

•   Small business phone systems

•   One phon...
IP Centrex - Gradwell

•   Has a “phone number”

•   Make and receive calls to PSTN

•   It can “look” like a phone

•   W...
Clever numbers

•   A Londoner can have an Edinburgh Phone Number

•   Work from your Spanish villa, whilst in Birmingham
...
Phone numbers

•      00 44    1225     80     0    800

Intl       Country       Area       Telco          Customer


•  ...
How does it work?
                                   SIP Servers
                               PSTN to SIP Gateways

    ...
Internet connectivity

•   ADSL with many hops, or bandwidth management will introduce
    latency and jitter

•   Jitter ...
Poor quality

•   http://myvoipspeed.visualware.com/

•   PESQ / MOS Scoring (0 -> 4.4) and Which codec
                  ...
IT consultancy

•   4 staff working from home

•   Use of “virtual numbers”

•   Intelligent Routing

•   SMS and Voicemai...
IT consultancy

 •   Individual DDI routes:
      • Phone                                  2 x 0161            2 x 01642  ...
Tech support setup




                     www.gradwell.com | 01225 800 800 | sales@gradwell.com
Does it save money?

•   “On-Net” calls are free – Call other VoIP users

•   Calls are as cheap, if not cheaper (1.25ppm)...
Gradwell – phase 2

•   We grew to about 25 people in the office using our
    hosted PBX, on an SDSL line

•   Mainly, we...
PBX options

•   Tools available to allow you/us to build low cost,
    but high functionality PBXes

•   Lucid would put ...
Integrating offices & supply chain

•   Public ENUM is about publishing how you want to
    receive your phone calls

•   ...
ENUM

•   Phone numbers as domain names

•   My VoIP server can now decide how to route the call

•   01225 800 810 become...
Trixbox implementation

•   Use of Trixbox PBX

•   It’s free & commercial versions

•   Full blown PBX & queue
     • Int...
Mini call centre

•   8 support staff, 2 shifts

•   Visual display of calls

•   A couple of man days of time




       ...
Gradwell’s telephony 2008

•   Hybrid Hosted PBX and dedicated queuing server
     • SDSL line in the office dedicated to ...
Telephony costs

•   DSL:                       £263
     •   3x 50 + 1x 65 for DSL, plus 6x 12 for analogue lines


•   P...
Conclusions

•   “VoIP” is actually:
     • A new way of looking at things
     • A set of tools and building blocks

•   ...
Thank you



All enquiries:

Peter Gradwell

Gradwell Dot Com Limited
26 Cheltenham Street, Bath BA2 3EX

T: 01225 800 800...
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Lucid Networks Presentation

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presentation given by Peter Gradwell at a seminar for Lucid Networks (http://www.lucidnetworks.co.uk/). June 2009

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Lucid Networks Presentation

  1. 1. Gradwell and Lucid Networks June 2009 VoIP 2009 – Where are we at? www.gradwell.com | 01225 800 800 | sales@gradwell.com
  2. 2. Who are we? • We provide hosted Internet services • Email & website (17k mail, 12k websites) • Telephone service (51k Numbers) • Broadband Internet (500 – new) • Focus on • Managed services Internet • Excellent support backbone for small • Micro / small business business • Glue technology together • Make it work • Solve a problem that we have • Explain how to use it www.gradwell.com | 01225 800 800 | sales@gradwell.com
  3. 3. What are we? • 10 years old (Incorporated in December 1998) • A team of 30 • Consistently award winning • Liked by our customers • “Best functionality” • “Customer Service” • “Save Time” • “Business Specialists” • “Technical Skills” www.gradwell.com | 01225 800 800 | sales@gradwell.com
  4. 4. What is your technical inclination? Averse 17% Enthusiast 36% Competent 47% www.gradwell.com | 01225 800 800 | sales@gradwell.com
  5. 5. Recent numbers (June 2009) Customer base of 18,000 • Repeat billing agreements: 9200 • 140 co-branded partners • 110 white label partners >50,000 phone numbers • Trunk delivery (SIP/IAX) SIP: 6030, IAX: 7800 • Centrex & single line services – 13250 extensions • 5500 handsets & routers shipped since Nov 2007 Top 3 SME Regularly handling >5M minutes of calls VoIP Provider in & out per month www.gradwell.com | 01225 800 800 | sales@gradwell.com
  6. 6. Distribution • We sell direct to end customers • We have a reseller channel of 250 IT consultants • We sell white label to a handful of the middle-tier Internet providers (Plusnet, Tiscali) • We market via the internet, word of mouth and PR • There are approximately 1 million Micro/Small Business with broadband in the UK How big is your company? What is your role in IT? www.gradwell.com | 01225 800 800 | sales@gradwell.com
  7. 7. The VoIP “rules” + + www.gradwell.com | 01225 800 800 | sales@gradwell.com
  8. 8. Internet & Open Source rules apply • Distance isn’t an issue • Pay for what you use, rather than how long you use it for • Plug-in “anywhere” • Banks of features and functionality www.gradwell.com | 01225 800 800 | sales@gradwell.com
  9. 9. Different types of VoIP www.gradwell.com | 01225 800 800 | sales@gradwell.com
  10. 10. Messaging + Talk www.gradwell.com | 01225 800 800 | sales@gradwell.com
  11. 11. Case Study - Gradwell 2002 Leeds 1 number to call 01225 800 800 Peter Gradwell Tunbridge Wells Bath Stuart Herbert (Technical Barrie Millett (Commercial Derek Swindell (Sales Manager) Manager) Manager) Gavin Tom Causer Specialist Admin Staff Ben Smithurst Lewandowski (1st Line TL B) Support Staff Jamie Ashby (1st Line TL A) David Palmer Matt Park Matt Mackenzie Daniel Warren ? (Logistics) 2008 Paul Thomas (2nd Line) (Resellers) Brian Tolfree Jake Johnson Daniel Leech Dean Green Daniek Kirby (Finance) (Marketing) 26 people working in office Stan Pitchua Ben Cole Kieron James Simon Cleverley Katie Mackreth Terri Manning (Porting) 4 at home Industrial Placement Student Developersx3 www.gradwell.com | 01225 800 800 | sales@gradwell.com
  12. 12. IP Centrex • “PBX In the Sky” • Multiple sites, multiple countries • Small business phone systems • One phone on each desk • Each phone has a dedicated number (DDI) • Call routing is done centrally • Everyone is on the same “system” www.gradwell.com | 01225 800 800 | sales@gradwell.com
  13. 13. IP Centrex - Gradwell • Has a “phone number” • Make and receive calls to PSTN • It can “look” like a phone • Works across multiple internet connections www.gradwell.com | 01225 800 800 | sales@gradwell.com
  14. 14. Clever numbers • A Londoner can have an Edinburgh Phone Number • Work from your Spanish villa, whilst in Birmingham • An Englishman in Madrid can call a Chinese distributor with a US phone number (for free) www.gradwell.com | 01225 800 800 | sales@gradwell.com
  15. 15. Phone numbers • 00 44 1225 80 0 800 Intl Country Area Telco Customer • Typically BT will route/transit the calls inbound from the world to smaller Telcos • Could buy the service from C&W/Kingston • Call comes down an ISDN line (SS7 signalling) into a server and we convert it to VoIP (SIP) www.gradwell.com | 01225 800 800 | sales@gradwell.com
  16. 16. How does it work? SIP Servers PSTN to SIP Gateways Copper BT Interconnect Interconnect Internet C&W/ Verizon SIP phone SIP phones have user names & passwords and login to the SIP gateway SIP phone www.gradwell.com | 01225 800 800 | sales@gradwell.com
  17. 17. Internet connectivity • ADSL with many hops, or bandwidth management will introduce latency and jitter • Jitter is voice packets arriving out of order, so they get dropped • Upstream bandwidth restrictions will cause people to sound “underwater” • Ethernet/WAN/MPLS Networks avoid these problems www.gradwell.com | 01225 800 800 | sales@gradwell.com
  18. 18. Poor quality • http://myvoipspeed.visualware.com/ • PESQ / MOS Scoring (0 -> 4.4) and Which codec Premium • Network Broadband • Latency >120ms is too high, causes Jitter • Packet Loss (Routers) and Discards (Jitter Buffers) • Wireless • Premium Broadband gives QoS in the network • A good Router manages the LAN & Upstream • Large offices, use Ethernet/MPLS – new BT Openreach pricing in Spring www.gradwell.com | 01225 800 800 | sales@gradwell.com
  19. 19. IT consultancy • 4 staff working from home • Use of “virtual numbers” • Intelligent Routing • SMS and Voicemail • Call Transfer • Ad-Hoc 3-Way Conferencing www.gradwell.com | 01225 800 800 | sales@gradwell.com
  20. 20. IT consultancy • Individual DDI routes: • Phone 2 x 0161 2 x 01642 01772 • Everyone • Voicemail Sean Ewan Stuart Andrew Nigel Amy Ring Group – All Together Sean VoiceMail www.gradwell.com | 01225 800 800 | sales@gradwell.com
  21. 21. Tech support setup www.gradwell.com | 01225 800 800 | sales@gradwell.com
  22. 22. Does it save money? • “On-Net” calls are free – Call other VoIP users • Calls are as cheap, if not cheaper (1.25ppm) • Service is based on line rental (£7/month) • £100 a handset on the desk • Remove ISDN, but add bandwidth www.gradwell.com | 01225 800 800 | sales@gradwell.com
  23. 23. Gradwell – phase 2 • We grew to about 25 people in the office using our hosted PBX, on an SDSL line • Mainly, we wanted more bespoke call handling and CRM integration www.gradwell.com | 01225 800 800 | sales@gradwell.com
  24. 24. PBX options • Tools available to allow you/us to build low cost, but high functionality PBXes • Lucid would put a server in your office(s) • IP handsets • Mix of ISDN + VoIP www.gradwell.com | 01225 800 800 | sales@gradwell.com
  25. 25. Integrating offices & supply chain • Public ENUM is about publishing how you want to receive your phone calls • Carrier ENUM is telcos getting a dynamic routing table www.gradwell.com | 01225 800 800 | sales@gradwell.com
  26. 26. ENUM • Phone numbers as domain names • My VoIP server can now decide how to route the call • 01225 800 810 becomes • 0.1.8.0.0.8.5.2.2.1.4.4.e164.arpa. • When I look this up I find • TEL: 079700NNNNN • SIP: 1000200@sip.gradwell.net • Can also dial peter@gradwell.net www.gradwell.com | 01225 800 800 | sales@gradwell.com
  27. 27. Trixbox implementation • Use of Trixbox PBX • It’s free & commercial versions • Full blown PBX & queue • Integration with CRM • QueueMetrics for management info www.gradwell.com | 01225 800 800 | sales@gradwell.com
  28. 28. Mini call centre • 8 support staff, 2 shifts • Visual display of calls • A couple of man days of time www.gradwell.com | 01225 800 800 | sales@gradwell.com
  29. 29. Gradwell’s telephony 2008 • Hybrid Hosted PBX and dedicated queuing server • SDSL line in the office dedicated to voice • ADSL lines at home, mixed use, with QoS • Receiving and making 200 calls a day www.gradwell.com | 01225 800 800 | sales@gradwell.com
  30. 30. Telephony costs • DSL: £263 • 3x 50 + 1x 65 for DSL, plus 6x 12 for analogue lines • Phone Calls: £300 • (120 hrs/2100 calls for £300 in Sept) • VoIP Service 10 DDIs plus Dedicated Server: £70 + £120 • Monthly cost: £753 • Complete telephony for 30 people • 200 calls a day, 4 hrs call a day www.gradwell.com | 01225 800 800 | sales@gradwell.com
  31. 31. Conclusions • “VoIP” is actually: • A new way of looking at things • A set of tools and building blocks • Systems must be engineered properly • Do need to make an initial investment • Plenty of real life experience available • Improved functionality & working www.gradwell.com | 01225 800 800 | sales@gradwell.com
  32. 32. Thank you All enquiries: Peter Gradwell Gradwell Dot Com Limited 26 Cheltenham Street, Bath BA2 3EX T: 01225 800 800 E: peter@gradwell.com www.gradwell.com | 01225 800 800 | sales@gradwell.com

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