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¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
¿Migrando a CU? Las mejores prácticas para Manejar los Retos
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¿Migrando a CU? Las mejores prácticas para Manejar los Retos

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¿Migrando a CU? Las mejores prácticas para Manejar los Retos. Eddy Gordon, Director of Product Management for the Enterprise Business Unit at Empirix

¿Migrando a CU? Las mejores prácticas para Manejar los Retos. Eddy Gordon, Director of Product Management for the Enterprise Business Unit at Empirix

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  • 1. Migrating to UC? Best Practices for Dealing with the Challenges Gordon Eddy, Director of Product Management Enterprise Business Unit, Empirix May 24, 2010 1
  • 2. Agenda What is Unified Communications (UC)? Why UC? UC Challenges UC Best Practices 2
  • 3. What is Unified Communications? • “Communications integrated to optimize business processes” (UCStrategies.com) • “Cisco Unified Communications combine all forms of business communications into a single, unified solution that enables your organization to move with greater speed and agility”. (Cisco) • “… a ‘SIP-based’ architecture that automates and unifies all forms of human and device communications including voice, video, instant messaging, conferencing, presence, and voicemail, in context and with a common experience.” (Aspect) 3
  • 4. Why Unified Communications? • Optimize and improve business practices and processes • Increase employee‟s productivity, access to information and ability to communicate – e.g. email, shared workspaces, group calendars, web conferencing, IM and social SW • Better communications (and extend enterprise communications) for distributed sites and remote or mobile workers • Improved customer service: „Follow the sun‟ – global/virtualized contact centers • Reduce costs – Ownership costs associated with communications equipment – Travel costs 4 – Outsourcing costs for conferencing services
  • 5. Three Approaches for Enterprises Migrating to UC • Network Centric – Existing network vendor extends its portfolio to new communication areas and new SW into your HW (Cisco approach) • Telephony and Voice Centric – Voice communication vendors manage all IP communications from one application (Avaya approach) • Desktop Centric – Software vendors supplying apps like email and IM, extend into all communications across your network (Microsoft approach) 5
  • 6. UC – Technology Elements • SIP based • Best of breed approach (Not single vendor) – Complex architecture, it will be a migration • Designed to be layered on top of existing voice and data networks • Integration and interoperability of existing infrastructure with new components is critical • Integrates multiple silo‟d communication channels – Don‟t want to swap out solid existing solutions for certain communication channels that work well today (e.g. email) • UCC – UC with collaboration • UCaaS – Pay-as-you-go model for UC – Cost effective for SMBs – Will alleviate configuring HW infrastructure 6
  • 7. Unified Communications Framework Unified Communications: A Mandate for the Enterprise By Sorell Slaymaker | Apr 23, 2010 7
  • 8. Migrating to UC – It‟s Well… Complex Voice Clients Presence Conferencing Collaboration Messaging Applications The Challenge: Quality Video FMC Assurance! Consumer Influence Mobility (Social Media) New Models 8
  • 9. Interoperability – A Major Hurdle for UC Sept 11, 2009 Gartner calls for greater UC interoperability Interoperability is the magic word for vendors in Gartner's unified communications (UC) Magic Quadrant this year, as market giants accept they have to let third-party developers play in their sandboxes. "The vendors would like to broaden the footprint they have within their existing customers and expand into new markets, whereas users, in many cases, would like to have the vendors interoperate effectively so they can get a high degree of functionality, and preserve and migrate their existing investments," said quadrant co-author Bern Elliot, a vice president and senior analyst at Gartner. Unified communications vendors may push to be a one-stop UC shop -- trying to merge telephony, email, instant messaging (IM), conferencing and presence in a single platform -- but Gartner is advising enterprises to shop around for interoperable communications products across the market. 9
  • 10. Obstacles and Challenges in Deploying and Maintaining UC Environments • SIP maturity Establishing – RFC openness Flawless – Vendor specific implementations Interoperability • Interoperability with existing voice systems – H.323, Skinny, and TDM/Analog • Transport protocols Baseline • Real time communication requirements Quality • QoS and VQ Metrics Assurance • Existing basic voice services (with SIP) Service • Enhanced voice services (e.g. Class 5 features, VMail etc) Assurance (more than just VQ) • Video • DTMF, Fax, messaging and other value added services 10
  • 11. Obstacles and Challenges in Deploying and Maintaining UC Environments Efficient • Access for verification Turn-up of • Provisioning Services • Demarcation issues • Component configurations Security and • Scalability and performance Vulnerability • Hackers, DoS Attacks • Access issues Troubleshooting • Establishing problem ownership • Problem isolation Maintaining • Day 2 Performance Management and Performance and Reporting Superior Quality • Monitoring across multiple sites and networks 11
  • 12. UC Architecture Looks A Lot Like… 12
  • 13. ...IMS 3GPP Service App OCF Layer Server OSA-SCS CCCF CDF IM-SSF SLF Application HSS Service Plane SCIM S-CSCF 3GPP Control P-CSCF I-CSCF Layer BGCF IBCF Connection MRFC MGCF Control Plane NASS PDF RACS ETSI TISPAN Extension A-BGF MRFP T-MGF SGF I-BGF IWF Internal IP External IP Access/Transport PSTN Networks Access Plane Networks Other Networks 13
  • 14. IP/UC: Technology Requirements and Considerations for Quality Assurance • Signaling: (Primarily) SIP-based architecture, looks a lot like IMS • Multimedia: Voice, Video and Data • Transport: Utilizes UDP and TCP • Multi-service: voice, video, web, chat, email, file-sharing/transfer • Presence • Devices: Session Control and Management Servers, App Servers, Media Servers, PBXs, SBCs, Gateways, and SIP-based Endpoints • Flexibility, ubiquity, and mobility • Scalability • Security and Vulnerability (TLS more common in Enterprise and used in Avaya Aura) • Leverage and build upon IP telephony infrastructure • Multi-vendor interoperability, collaboration 14
  • 15. Best Practices for UC Quality Assurance System Manager or Business IVR Application Control Panel More Applications Application CRM Application UC and CTI Application CC Infrastructure Voice Portal Verification SIP SP’s On-Going Service Performance Quality and Session Manager Session Manager and Scalability Assurance Verification Connection Media SIP Trunks Server UC Client Presence Emulation Session Multi-Media Quality Security and Border TDM Trunks PSTN Agent Vulnerability Controller AccessEmulation Assurance Assessment Multi-Modal Clients Gateway IP/TDM Access Branch and IP Office Gateway Interoperability Endpoints Third Party PBX Multi-Network and Clients Endpoints Softphones 15 and Video TDM Phones Endpoints
  • 16. Quality of Experience Tolerance Levels Bad experience Mildly Annoyed Don‟t know, don‟t care Email, File Chat Video Voice Transfer, SMS 16
  • 17. Quality of Service (QoS) • QoS settings are used to prioritize traffic Voice Packets High quality voice Switch Data Packets voice Lost some data packets. They will be other retransmitted video Video Packets High quality Dropped video Packets 17
  • 18. Methods for Measuring Voice Quality Mean Opinion Score (MOS) Passive VQ Testing • Specified by ITU-T P.830 in • Utilizes E-model algorithm 1996 to produce R-factor score • Range of results: 1 to 5 • Single-ended measurement based on packet statistics • Average score of panel of human listeners • Non-reference based • For automated testing and • Does not decode packets monitoring, scores are derived and correlated • Most valuable in IP-IP from PESQ (or R-factor) test scenarios 18
  • 19. Measuring Voice Quality Active Testing PESQ algorithm (ITU P.862) Test (speech) file Sent thru‟ network VoIP Service Voice FFT FFT Quality Tester Perceptually weighted Objective score 500 MIPS processor • Industry-standard metrics and algorithm, widely deployed and accepted • Measure voice quality using real human speech • Calculate VQ score for entire prompt and/or call 19
  • 20. Troubleshooting Multi-Layer Approach Infrastructure Application • Switch/Media Gateway handoffs • IP IVR embedded CTI • Media Gateway echo • Speech voice activity detection insertion/loss (VAD) impact on speech • Agent “Presence” enabled applications or registrations • DTMF acceptance • Voice Quality over WAN/ parameters (In-band Toll-bypass links vs. Out-of-band signaling) • Conference bridge link voice quality 20
  • 21. Performance Reporting Ensuring Quality Post Deployment • Voice quality getting worse? • Recurring problems? • Multi-service impact? 21
  • 22. IP/UC: Technology Requirements Empirix Has it Covered • Signaling: (Primarily) SIP-based architecture (other protocols for certain deployments) • Multimedia: voice, video and data • Transport: Utilizes UDP and TCP • Multi-channel: voice, video, web, chat, email, file-sharing/transfer • Presence • Devices: Session Control and Management Servers, App Servers, Media Servers, PBXs, SBCs, Gateways, and SIP-based IP Endpoints • Flexibility, ubiquity, and mobility • Scalability • Security and Vulnerability • Leverage and build upon IP telephony infrastructure • Multi-vendor interoperability, collaboration 22
  • 23. More Information Website: www.empirix.com Gordon Eddy, Director of Product Management Enterprise Business Unit, Empirix geddy@empirix.com 23

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