IP Voice Mobility for the Enterprise
Integrating Enterprise Mobility with UC
Michael Womeldorph, Director of Product Marketing
Converged Enterprise Communications Division, Motorola
12 May 2009

What is Voice Mobility for the Enterprise?
Solving Enterprise ‘Islands of Communication’
Traditional View Motorola Focus
Unify Critical
Extend Office UC from
Definition PC/Deskphone to Mobile
Communications in
Operations
Hourly worker in retail,
Workers White collar/professional distribution, healthcare,
manufacturing, hospitality…
Goal  Productivity and responsiveness 
Desk sets, Smartphones, Desk sets, VoWiFi, PDA, m-
Devices softphones, PDA, m-email email, pagers, 2way Radios
Communication Telephony, texting, email,
Telephony, IM, Visual VM,
PTT; tie in radios, alert
Services Conferencing, Presence, email
systems
ROI “Soft” “Hard”
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property of their respective owners. © Motorola, Inc. 2009

Multi-Modal Enterprise Communications
Disconnected forms of ‘Islands of Communications’
• Real-Time Enterprise Communication
– Telephony: within the PBX
– Telephony: through PSTN or Cellular networks
– Radio Communications
– Push-to-Talk
– Overhead Paging
– Instant Messaging
• Non-Real-time Communications
– Voice Mail
– Email
– Text Messaging
– Pagers
– Database Applications
UC should solve rather than add to ‘Islands of Communications’
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All
other product or service names are the property of their respective owners. © Motorola, Inc. 2007

Key Impediments to Communication Mobility
for the Enterprise
Impediments Implications
• Get the basics
• Mobile basics right
– Voice quality • Integrated UI
– Mobility (drop when roaming) • Support
– Text/message continuity applications
– Battery life • Support diversity
– Durability of form factors
– Support & Service • Focus on verticals
• Device support and hard ROI
• Fragmented UI –an
applic. on phone
• Beyond communications
• ROI
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property of their respective owners. © Motorola, Inc. 2009

Driving Voice Mobility for the Enterprise
• VoWLAN needs be excellent
– Voice quality
– Security
– Mobility
– Battery life
• Handoff has to work
• Experience needs to be integrated
• Deployable via enterprise only
• No rip & replace – including WLAN, PBX, radios
• Either a hard ROI or so easy & low cost it’s not a hurtle
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All
other product or service names are the property of their respective owners. © Motorola, Inc. 2007

Driving Voice Mobility for the Enterprise
The wireless infrastructure has to be Real
Indoor / Outdoor Wireless
Security Voice
WLAN Broadband
One Point Wireless Suite
From the access layer to the core, build end-to-end wireless
networks with Motorola Wireless Enterprise Network solutions
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All
other product or service names are the property of their respective owners. © Motorola, Inc. 2007

Driving Voice Mobility for the Enterprise
Wireless Network Architecture
INDOOR / OUTDOOR
WLAN
WLAN Controllers / Switches
HQ Secure & Resilient
Scalable
Easy-to-use
802.11a/b/g/n SMART Meshing
Access Points
n For Backhaul / Laptops
a For Voice
b/g For Legacy Data
Embedded Location Engine
Architecture Flexibility
Independent
Indoor / Outdoor Dependent
WLAN
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other product or service names are the property of their respective owners. © Motorola, Inc. 2007 Adaptive

Driving Voice Mobility for the Enterprise
Wireless Network Architecture
WIRELESS
BROADBAND
Point-to-multipoint
HQ Connect Facilities & Sites Within a
Campus or Municipality
LOS & NLOS
Point-to-point
Replace T1/E1
Connect Sites Across Long Distances
(155 miles)
Wireless LOS & NLOS
Broadband
Indoor / Outdoor LOS = Line-of-sight
WLAN
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other product or service names are the property of their respective owners. © Motorola, Inc. 2007

Driving Voice Mobility for the Enterprise
Wireless Network Architecture
SECURITY
Gap-free
Wireless Intrusion & Rogue
HQ Detection / Elimination
Wireless (L2-7) Stateful Firewall
Security
4-factor Access Control
Identity
Role
Location
Wireless Policy Compliance (NAC)
Broadband
VPN
Indoor / Outdoor
WLAN
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All
other product or service names are the property of their respective owners. © Motorola, Inc. 2007

Driving Voice Mobility for the Enterprise
Voice Communications Infrastructure
VoWLAN Architecture Principles
Voice Existing PBX
• High quality voice Solution and WLAN
Voice – Modern WLAN - QOS via WMM
– Rapid handoffs – pre-authenticate Management Email
– Telephony and Push-To-Talk server Line of Business
• Ensure mobility with seamless PSTN Applic. Servers
roaming between APs, subnets, Voice Feature IP-PBX /
cellular/WLAN Server TDM PBX Key IT Servers
DHCP, DNS, AAA
Security • Non intrusive overlay – no rip &
replace
– Interoperate with many PBX brands Internet Firewall WLAN
– Connect to all – even radios
• Multimodal – Voice, PTT,email, txting
Wireless • Mobilize Key Back-office Apps VoWLAN
Broadband Smartphone
• Secure: encrypt voice over the air
and encrypt signaling end to end
Radio Link
• Diversity of devices – MCs, phones
Customer Premise
Indoor /
Outdoor
WLAN
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All
other product or service names are the property of their respective owners. © Motorola, Inc. 2007

How Voice Mobility drives Enterprise Value
Retail •Customer hits call box, auto text/call to mgr
phone/radio
•Customer has question on item; system
routes call to expert in contact center
Healthcare •Nurse gets alerted on phone from heart
monitor, nurse calls patient in room
Distribution •Voice “picking” of inventory with count going
into ERP system
Manufacturing •Process outside control points, alerts to mgr,
escalation around response time
Hospitality •Housekeeping enters ticket for room
maintenance, routed to Maintenance, after
fixed front desk gets notified
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the
property of their respective owners. © Motorola, Inc. 2009

Retail Application
Business/Operations Needs Motorola’s TEAM Solution
Customer Service Maximize floor time
– Incoming customer phone requests – No time needed off the floor to
– In-store (on floor) responsiveness take/make calls
Maximizing employee productivity – Answer a customer call from the
– Ability to immediately reach retail floor
appropriate staff – Mobile access to corporate
communication tools enables
Current Communication Gaps workers to manage “desk” tasks on
the floor
Two-way radios – Provide customer with contractor
– Two-way radios for short brief information on the spot
conversations only and are for Optimize reachability
internal “party-line”; some – Customer – Associate
associates tune out communications (PBX)
– Two-way radios don’t have telephone – Customer can reach Phil directly with
connectivity – need to go to a phone questions
to take outside calls Home Store Plumbing – Associate – Associate
Overhead paging Sales Associate communications (PTT or PBX)
– Distracting to shoppers – Phil can quickly find hardware
– Doesn’t assure that intended party assistance for a customer in the
has been reached store
Voice only VoWLAN or Cordless Enable new capabilities – inventory
Solutions look-up, price check
– Limit communications to voice only High Performing devices with industry
– Group calling PTT capabilities leading:
limited – Battery life (Multi-shift)
– PTT set-up not instantaneous – Voice quality
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the
property of their respective owners. © Motorola, Inc. 2009

Healthcare Application
Business/Operations Needs Motorola’s TEAM Solution
Productivity Less time spent playing phone tag and
going back to the station to
Balance – urgency, privacy, assurance make/return calls
Patient Care – Faster – Samantha can make/receive calls
recovery/improved outcomes while making rounds
– Contact the doctor when its “time”
Current Communication Gaps – Respond to an urgent patient request
Higher voice quality shortens call
Overhead paging
time; reduces risk of
– Disruptive misunderstanding
– Public
Mobile access to voice & data
– Doesn’t assure that intended party applications enables users to
has been reached gather/validate critical information on
Stationary phone the spot
– Communication away from the point – Verify drug contraindications while
of activity RN in hospital
maternity ward calling a prescription in to the
– Requires time away from main duties pharmacy
Voice only VoWLAN or Cordless Sealed rugged device that can be
Solutions wiped clean
– Voice only
High Performing devices with industry
– Limited group calling PTT leading:
capabilities
– Battery life (Multi-shift: 8-10 hours
– PTT set-up not instantaneous
talk time; 170-200 hours standby)
– Inability to integrate call flow with
operations processes – Voice quality
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the
property of their respective owners. © Motorola, Inc. 2009

Manufacturing Application
Business/Operations Needs Motorola’s TEAM Solution
Improving productivity and quality Reach the right people, wherever they
Rapid response to line down or line at are immediately
risk situations – Chuck can be alerted immediately of
Collaboration to improve operational an issue in another part of the plant
processes
Constant mobility for engineers, – He can call for further assistance on
technicians, supervisors… on campus the spot
Current Communication Gaps Reach the right people immediately
Overhead paging – PTT Group call to support team
– Disruptive Maximize floor time
– Public – Chuck can make/receive calls while
– Doesn’t assure that intended party managing activity on the floor
has been reached
Access key data and applications
Two-way radio (even during a voice call)
– Cannot reach or be reached by
Manufacturing Engineer, – Scorecard metrics reported real-time
people on phones
Stationary phone Industrial Goods Rugged, sealed devices for
Manufacturer challenging environments
– Operations requires users to be
frequently away from desk, therefore Multi-shift battery life
out of touch High voice quality in a noisy, harsh
Voice only VoWLAN or Cordless environment reduces risk of
Solutions misunderstanding
– Voice only; 2nd device for data
– Limited group calling PTT
capabilities
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the
– PTT set-up not instantaneous
property of their respective owners. © Motorola, Inc. 2009

Hospitality Application
Business/Operations Needs Motorola’s TEAM Solution
Meet Anna Protect guest privacy with 1-to1 Push-
Customer Service to-Talk option
– Personalize the guest experience
Reach managers anywhere on campus
– Respond real time to requests
– Freedom for managers to roam the
Maximize employee productivity
facility and engage with guests or
– Ability to centrally manage and supervise employees yet still be
allocate resources – from anywhere reachable
– Ability to immediately reach
– Easy call transfer: manager is on
appropriate staff
another internal extension rather
than a cell phone
Current Communication Gaps Reach the right people immediately
Front desk staff and management can
Two-way radio use a single system for both dispatch
– Cannot reach or be reached by of maintenance, housekeeping, bell
people on phones staff as well as telephone interaction
– Coverage can have gaps Hotel Housekeeping with guests and restaurants, spa and
Associate other depts with phones
Cell phones
– Limited to managers given cost Call additional staff to check in for
large groups; move staff to where the
– Potentially distracting queue is
Voice only VoWLAN or Cordless
Solutions Reach specific groups or departments
with PTT talk groups
– Voice only; 2nd device for data
– Limited group calling PTT Enable new capabilities with custom
capabilities application (leverage Windows Mobile)
– PTT set-up not instantaneous
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the
property of their respective owners. © Motorola, Inc. 2009

Muchas Gracias
MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All
other product or service names are the property of their respective owners. © Motorola, Inc. 2007