Avaya VoIP Presentation

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Introduction to VoIP implementation and challenges to consider. Given at Avaya headquarters in NYC.

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Avaya VoIP Presentation

  1. 1. VoIP Overview & Implementation<br />Christopher Duffy<br />Chief Information Officer <br />Peirce College<br />
  2. 2. Agenda <br /><ul><li>Background
  3. 3. Issues & Concerns
  4. 4. Criteria
  5. 5. VoIP Comparison & Challenges
  6. 6. VoIP Benefits
  7. 7. Call Centers
  8. 8. Snapshot</li></li></ul><li>Peirce College Background<br />Need Based on Business /Geography<br />Online Growth<br />Corporate College<br />Initial Installation/Vendor Removed<br />QOS <br />Poor Support/Knowledge of Products<br />Patches & Uptime on PBX <br />Interim<br />Non Prem Based SIP Solution<br />Final Selection<br />
  9. 9. Issues/Concerns<br />Internal<br />Forklift or Integration<br />User Community Acceptance<br />Accountability Issues<br />IT Skill Sets<br />Budget<br />Vendor<br />Experience in Traditional PBX<br />Experience in IP Networking/Infrastructure<br />Single Vendor Solution - “One Stop Shop”<br />Premier VAR/Reseller for Manufacturer<br />
  10. 10. Criteria for Selection<br />Basic Voice Communications System<br />Longevity in Integration <br />Unified Messaging Application<br />Contact Center Application<br />Wireless Solution<br />Telecommuter Applications<br />Management Application<br />Fault Tolerance<br />
  11. 11. “Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….<br />only to come back bigger than ever.” - (Alan Cohen VP Cisco)<br />
  12. 12. Traditional VoIP<br />Packet Switched<br />12th Birthday-1st Generation<br />Growing User Base<br />Uses IT management Concepts<br />IT or Telephony Staff<br />QOS issues<br /><ul><li>Circuit Switched
  13. 13. 100 Plus Years Old
  14. 14. Wide User Base
  15. 15. Well Understood
  16. 16. Specialized Staff
  17. 17. Proven Quality of Service (QOS)</li></li></ul><li>Traditional VoIP<br />Strain on Existing Network<br />Needs Power (POE) <br />IP Security<br />How Many Nines?<br /><ul><li>Infrastructure in Place
  18. 18. Non Power dependant
  19. 19. Secure Infrastructure
  20. 20. 5 Nines, +</li></li></ul><li>Living by the Nines<br />“Five nines&quot; means that a system is fully operational 99.999% of the time, <br />corresponding to less than 5.25 minutes downtime per year <br />Availability  Downtime Per Year<br />99.999%  5 minutes, 15 seconds<br />99.99%  52 minutes, 36 seconds<br />99.95%  4 Hours, 23 minutes<br />
  21. 21. VoIP Benefits<br /><ul><li>Convergence /Presence Awareness
  22. 22. Unified Messaging
  23. 23. Voicemail & Fax in Exchange
  24. 24. Follow me/ Concierge
  25. 25. Instant Messenger /Web Based Chat
  26. 26. 4 Digit between Locations (Centrex)
  27. 27. Mobility
  28. 28. Extension & Device Mobility (Wireless)
  29. 29. Soft phone-USB
  30. 30. Tele-workers </li></li></ul><li>VoIP Benefits<br /><ul><li>Integration & Accountability
  31. 31. Call Reporting
  32. 32. Call Monitoring
  33. 33. Handset, Web Chat, Instant Messenger
  34. 34. Interface to CRM or ERP Systems
  35. 35. Voice Recognition (IVR)
  36. 36. Voice & DTMF Tones
  37. 37. Disaster Recovery
  38. 38. Ability to Relocate /Co-Locations
  39. 39. Distributed Fault Tolerance
  40. 40. Satellite Offices
  41. 41. Work at Home No Snow days!
  42. 42. Management
  43. 43. One Network- Same Tools</li></li></ul><li>Call Centers <br /><ul><li>Group Number by Dept or Division
  44. 44. No Individual Private Numbers
  45. 45. Track Agent & Caller Activity
  46. 46. Elimination of Voicemail
  47. 47. Group only
  48. 48. Control in Customers Hands
  49. 49. Hold
  50. 50. Voicemail
  51. 51. Agent</li></li></ul><li>Peirce Today<br />PBX<br />Fully Redundant S8700<br />Wiring Rack is Secure<br />Everything Documented<br />Phones<br />Mix of TDM & VoIP<br />Softphone for SOHO<br />Unified Messaging & Fax for all?<br />Call Centers<br />Widely Integrated<br />Full Reporting<br />Resistance<br />

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