From Tdm To Ip To Virtualisation

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From Tdm To Ip To Virtualisation

  1. 1. From TDM to IP to Virtualisation…<br />Rob Neil<br />Head of Business Change & Technology<br />Ashford Borough Council<br />
  2. 2. <ul><li>Geographically largest borough in Kent
  3. 3. Pop. 114,000 (at the moment)
  4. 4. Demographically diverse
  5. 5. Challenging budget constraints
  6. 6. Improved customer service a key corporate driver</li></ul>Setting the scene…<br />
  7. 7. ICT estate<br />VoIP deployed since 2003<br />Chosen supplier Mitel Networks<br />Desktop telephony<br />Remote workers<br />Contact Centre<br />Data virtualisation underway<br />Chosen supplier VMWare<br />Predominantly Wintel, some Solaris, Linux<br />
  8. 8. From TDM to IP<br />Mitel 3300 ICP<br />6100 call centre platform<br />Call Centre Management<br />Automatic Email distribution<br />Intelligent Queue (IP based IVR)<br />6500 Speech Server (Voice recognition)<br />Video conferencing<br />Teleworker Solution<br />Remote IP phones<br />DPNSS to legacy voice switch<br />
  9. 9. From TDM to IP<br />Teleworker (including ACD agents)<br />IP telephony over ADSL without need for VPN<br />Significant savings over leased line infrastructure<br />Cheap resilience & BCP solution<br />Can use cheap SIP endpoints<br />Video conferencing capable<br />
  10. 10. From TDM to IP<br />Automatic Email distribution<br />Automatic SMS distribution<br />In-house developed add-on<br />Video (over ADSL)<br />For remote sites/information kiosks<br />Web and voice call-backs<br />Convenience for end-user<br />Smoothes out demand in call centre<br />
  11. 11. From TDM to IP<br />Handle SMS via 6150 email distribution system<br />Direct link to back office systems<br />Integration with call centre<br />SMS routes to available agent<br />Outlook used to answer<br />Access to reporting, etc<br />
  12. 12. Voice services expand…<br />
  13. 13. From IP to Virtual<br />Getting more for less<br />Gearing your IT Infrastructure for success<br />Rationalise Duplication of resource<br />Cost Reduction<br />Capital & Operational<br />Operational Efficiency<br />Simplify<br />Infrastructure<br />Maintenance & Support<br />
  14. 14. From IP to Virtual<br /><ul><li>1 Server
  15. 15. £10k Hardware Costs
  16. 16. 10 Server Footprint
  17. 17. £100k Hardware Costs
  18. 18. No Disaster Recovery
  19. 19. Limited HA
  20. 20. 1 Server DR Offering
  21. 21. Automatic HA
  22. 22. POCs in Weeks
  23. 23. Deploy in Months
  24. 24. POCs in Days
  25. 25. Deploy in Weeks
  26. 26. Complex issue reproduction
  27. 27. Simplified tech support (transfer entire VM)
  28. 28. Increased Upgrade Uptake with virtual solution
  29. 29. Slow upgrade adoption</li></li></ul><li>From IP to Virtual<br />Real time apps traditionally problematic<br />High QoS demands<br />Latency, jitter, packet loss immediately noticeable<br />High availability expectations<br />Dialtone always expected<br />
  30. 30. Evolution in Voice Delivery<br />
  31. 31. Voice services expand…<br />
  32. 32. Fitting it together<br />Industry Standard Servers x86 - SUN, HP, IBM, DELL<br />E1, PRI, Q.SIGQ.931, BRI, ISDN30<br />IP / SIPNGN Services<br />VoIP G/W3300 ICP etc..<br />Call Centre <br />Control <br />Mobilitysolutions <br />MCD*<br />MCD*<br />Unified comms<br />VMware vSphere 4<br />
  33. 33. Our experience<br />Deployed as desktop, hotdesk and ACD<br />No perceived difference to non VM voice<br />Incredibly quick deployment<br />Increased manageability<br />Fully integrated into DR & BCP plans<br />Reduced maintenance spend<br />Easily scalable<br />
  34. 34. ICT & Customer Services<br />Ashford Borough Council<br />Civic Centre<br />Tannery Lane<br />Ashford<br />TN23 1PL<br />(01233) 331111<br />www.ashford.gov.uk<br />

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