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Best Practices in Deploying & Fulfilling Business VoIP


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Keys to deploying business VoIP for SMBs. Includes tips to ensure the effective provisioning, activation and service fulfillment of commercial services.

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Best Practices in Deploying & Fulfilling Business VoIP

  1. 1. Best Practices in Deploying and Fulfilling Business VoIP Services Michael Campbell, P. Eng. Director of Product Management, Solutions Sigma Systems [email_address]
  2. 2. Agenda <ul><li>Business VoIP (SMB) Markets </li></ul><ul><li>Understanding SMB Needs </li></ul><ul><li>Best Practices </li></ul><ul><ul><li>Roadmap Development </li></ul></ul><ul><ul><li>Have a Plan </li></ul></ul><ul><ul><li>OSS/BSS Integration and Automation </li></ul></ul><ul><ul><li>Test, Test, Test </li></ul></ul><ul><ul><li>Training the Team </li></ul></ul><ul><li>Summary </li></ul>
  3. 3. SMB Business Voice Market <ul><li>New Revenue Growth Opportunity </li></ul><ul><ul><li>Market research states up to $9.6B Business revenue by 2013* </li></ul></ul><ul><ul><li>Transfer from ILECs to competition: 10BLines, $5B in revenue by 2013** </li></ul></ul><ul><li>Small and Medium Business will drive a large share o </li></ul><ul><ul><li>SMBs tend to be early adopters </li></ul></ul><ul><ul><li>Customers will be extending from Residential </li></ul></ul><ul><ul><li>SMBs are typically underserved by local phone companies </li></ul></ul><ul><ul><li>Triple play: Phone services, bundled with Data and Video is the sweet spot </li></ul></ul><ul><ul><li>Follow on services can include SIP trunking and Data backhaul </li></ul></ul>*Kagan Research; Frost and Sullivan, **Buckingham Research
  4. 4. Business Voice <ul><li>Business VoIP requires more capabilities and uses much more complex feature sets than residential voice </li></ul><ul><li>Multiple network components all require provisioning and activation </li></ul><ul><li>Increased complexity for CMS configurations alone, not to mention Access or Trunking </li></ul><ul><li>End user devices are evolving; NCS now, SIP coming out </li></ul><ul><li>Web based Admin Portals are needed as users want more control to meet their needs </li></ul><ul><li>SMB Business Voice customers have a number of varied needs; Features; Reliability; Service </li></ul>
  5. 5. Complexity of Business Voice <ul><li>“ The complexity is much greater for business services, especially in the area of telephony orders. There are many more features, lines and technology needs for business phone services than residential. Accordingly, the systems have to be more complex and flexible to accommodate business telephony needs .” </li></ul><ul><li>Bob Putnam, SuddenLink </li></ul>
  6. 6. Clear Roadmap <ul><li>Understand clearly what your Business Voice rollout will entail </li></ul><ul><li>Define </li></ul><ul><ul><li>Target markets (i.e. 2-25 lines) </li></ul></ul><ul><ul><li>Features and Feature packages </li></ul></ul><ul><ul><li>Geography </li></ul></ul><ul><ul><li>Technologies </li></ul></ul><ul><ul><li>Infrastructure </li></ul></ul><ul><li>Technology evolution should be considered as well </li></ul><ul><ul><li>Network, CMS, Voicemail, Trunking, eMTAs, SIP Phones…. </li></ul></ul><ul><li>Ensure that your OSS/BSS infrastructure will support your evolution </li></ul><ul><li>Much more time and cost effective vs. figuring it out along the way </li></ul>
  7. 7. Planning and Plans <ul><li>Have a solid well developed plan that covers all of the key areas: </li></ul><ul><ul><li>Sales, Marketing, Engineering, Operations, Everyone! </li></ul></ul><ul><ul><li>Market Rollout </li></ul></ul><ul><ul><li>Technology Selection </li></ul></ul><ul><ul><li>Ensures focus in Organization </li></ul></ul><ul><li>Goes without saying: Executive Champion; Sponsors </li></ul><ul><li>Walk, Jog, Run Concept; Not A Big Bang </li></ul><ul><li>SMEs and SPOCs </li></ul><ul><li>Training </li></ul>
  8. 8. Business Voice Service Definition <ul><li>Full Support for: </li></ul><ul><li>Multiple Addresses </li></ul><ul><li>Company Profiles </li></ul><ul><li>Feature Packages </li></ul><ul><li>Dialing Plans </li></ul><ul><li>Hunt Groups </li></ul><ul><li>Multi-Port Devices </li></ul><ul><li>Voicemail </li></ul>Residential Voice Definition
  9. 9. Fulfillment Needs <ul><li>Overall Feature Management and Provisioning needed for more elements in Business voice path </li></ul><ul><ul><li>eMTAs, IADS, Cable Modems, ONTs </li></ul></ul><ul><ul><li>Softswitches (VoIP, SIP and associated Features) </li></ul></ul><ul><ul><li>VoiceMail </li></ul></ul><ul><ul><li>Auto Attendant </li></ul></ul><ul><ul><li>SIP Phones (Aastra, Cisco, Linksys, Polycom, Snom as examples) </li></ul></ul><ul><ul><li>Etc… </li></ul></ul><ul><li>All have their own provisioning “language”, more complex in most cases versus residential </li></ul><ul><li>SIP has as an evolution path in the network </li></ul><ul><li>Can start with NCS and move to SIP </li></ul><ul><li>Application enablement via the SIP model </li></ul>
  10. 10. Fulfillment Integration and Automation <ul><li>Target Full Automation from start; may evolve over time </li></ul><ul><li>Business VoIP is more complex; Helps Handle the Complexity </li></ul><ul><li>Consider Scalability; Adaptability; Flexibility </li></ul><ul><li>Define and Manage Feature Packages </li></ul><ul><li>Customer Portal Application </li></ul><ul><li>Drives: </li></ul><ul><ul><li>Data integrity </li></ul></ul><ul><ul><li>Reduction in errors </li></ul></ul><ul><ul><li>Higher levels of Customer Satisfaction </li></ul></ul>
  11. 11. SMB Admin Portal Example
  12. 12. Test, Test, Test <ul><li>Expectations are high in the SMB Business Voice segment </li></ul><ul><li>Reliability and Service are critical </li></ul><ul><li>Features need to work across all platforms </li></ul><ul><li>Separate Lab infrastructure; Key Network Elements in place to test </li></ul><ul><li>Ensures that the services and Features work prior to deployment in Product </li></ul><ul><li>Platform for Training during initial implementation </li></ul>
  13. 13. Training the Team <ul><li>Training on the new aspects of Business Voice </li></ul><ul><li>Everyone needs to be trained; various levels of training depending on role </li></ul><ul><li>Good place to utilize your SMEs </li></ul><ul><li>Take advantage of Partners SMEs as well. </li></ul><ul><li>Schedule Refresher Training early and often </li></ul>
  14. 14. Summary <ul><li>Best Practices </li></ul><ul><ul><li>Clear Roadmap </li></ul></ul><ul><ul><li>Have a Plan and work the plan </li></ul></ul><ul><ul><li>Fulfillment Integration and Automation </li></ul></ul><ul><ul><li>Test, Test, Test </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><li>Thanks! </li></ul>
  15. 15. Questions?