IP Telephony (PowerPoint)


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  • Additional comments: IT spending now accounts for 53% of an enterprises yearly capital expenditures. As a result, it can no longer fully reside within the domain of the IT department. It is now an investment that will receive the fully scrutiny of financial and business managers, who will want financial and strategic justification to support any new cash outlays for IT. Cisco is actually happy that sanity has returned, because we feel that we are better able to demonstrate the ROI of our technology solutions.
  • Intended for common area applications where low usage and basic feature needs. Two models, one with a 10/100 2 port Cisco switch allows for a colocated device such as a PC and a second model (7910+SW) with only a single 10 BaseT port for areas where no additional LAN port si needed. An example of the later would be hallway phones mounted on the wall. This single line phone with legacy type display but with more feature functionality than competitive low end digital phones. Four fixed keys under the display, Line, Hold, Transfer, Settings and six configurable keys. The factory default is Message, Conference, Foreword, Speed 1, Speed 2 and Redial. Tilt base, message waiting/ring indicator. Base is wall mountable. Optional locking and non locking wall mounting brackets are also available.
  • IP Telephony (PowerPoint)

    1. 1. Vocabulary Test <ul><li>IP </li></ul><ul><li>PBX vs.Centrex </li></ul><ul><li>Switch </li></ul><ul><li>Router </li></ul><ul><li>PSTN connection </li></ul><ul><li>POTS line </li></ul><ul><li>T-1 circuit </li></ul><ul><li>QoS </li></ul><ul><li>XML </li></ul><ul><li>IVR/ACD </li></ul><ul><li>Voice Mail vs. UM </li></ul><ul><li>Firewall </li></ul>
    2. 2. Trends in IP Telephony IP Telephony Deminar Implementing the 21 st Standard Voice Solution
    3. 3. Agenda <ul><li>Trends in Tech/Spending 4-8 </li></ul><ul><li>Old School 7-10 </li></ul><ul><li>IP Telephony Introduction 11-19 </li></ul><ul><li>Lunch </li></ul><ul><li>Cost issues: 20-24 </li></ul><ul><li>Application Benefits: 25-37 </li></ul><ul><li>DEMO and choices: 38-42 </li></ul><ul><li>Why Cisco and PNC 43-48 </li></ul><ul><li>Next Steps : 49 </li></ul>
    4. 4. Total Cost of Ownership <ul><li>How much does the solution I have really cost? </li></ul><ul><ul><li>Answer it with an assessment </li></ul></ul><ul><li>How much does the new one really cost? </li></ul><ul><ul><li>Answer it by a study of the cost over the life of the solution. </li></ul></ul>
    5. 5. <ul><li>Current economic conditions demand a “back to basics approach” and accelerated payback on any IT investment. </li></ul><ul><ul><li>80% of enterprises now require some form of ROI analysis* </li></ul></ul><ul><li>When making network investment decisions, companies can no longer evaluate voice, video and data networks separately. </li></ul><ul><ul><li>Their investment decisions must lower the overall cost of network ownership including infrastructure and ongoing operational costs </li></ul></ul><ul><li>We need more features to compete, but we can’t increase the Cost of Ownership. </li></ul>Lower Cost of “Network” Ownership * Source: CIO Magazine Custom Study
    6. 6. Lower Cost of “Network” Ownership <ul><li>A converged voice, data and video network reduces ongoing network administration and support costs. </li></ul><ul><ul><li>Improved productivity of network support staff </li></ul></ul><ul><ul><ul><li>10-40% productivity improvement post data/voice convergence </li></ul></ul></ul><ul><ul><ul><li>Shifts IT staffs focus from administrative to value-added </li></ul></ul></ul><ul><ul><li>Consolidated voice and data help desk </li></ul></ul><ul><ul><li>Improved productivity of administration staff (allow call volume to be shared between sites, allow remote sites to back each other up) </li></ul></ul>
    7. 7. Story: <ul><li>Abercrombie and Fitch </li></ul>
    8. 8. Data Networking Trends <ul><li>IP Based. </li></ul><ul><li>Deployed to remotes and work at home employees. </li></ul><ul><li>Remote management is expected. </li></ul><ul><li>Scalability is normal. </li></ul><ul><li>New solutions usually require a single new device. </li></ul><ul><li>Not considered overhead: Source of revenue. </li></ul>
    9. 9. Data and Voice – Separate Historically
    10. 10. PBX Components
    11. 11. Processor Card(s) TDM Backplan e Analog Line Card Analog Devices Trunk Card Limited Slots Limited Channels Limited Capacity PBX Limitations SAME LIMITATIONS APPLY TO PBX’S WITH IP TELEPHONE OPTIONS PBX cabinet Trunk Card PSTN Digital Line Card Digital Line Card Proprietary Digital Phones Applications VoiceMail/IVR etc
    12. 12. Weaknesses - PBX Systems <ul><li>Proprietary-only the vendor made changes. </li></ul><ul><li>Not intelligent-moves, deletes and adds weren’t automatic. </li></ul><ul><li>Requires second dedicated network, doubling cabling costs. </li></ul><ul><li>Does not interface with data easily </li></ul><ul><li>Separate thought, budget, planning considerations. </li></ul><ul><li>More Vendor complexity - who do we call if… </li></ul>
    13. 13. IP Telephony-The Basics
    14. 14. IP Telephony-Calling Out of Net
    15. 15. IP Telephony-Adding Data
    16. 16. IP Telephony-Multi-Site - Save $$$
    17. 17. How it works
    18. 18. QoS-Quality of Service
    19. 19. Story: <ul><li>City of Sacramento </li></ul>
    20. 20. Cisco’s IP Telephony Issues: Cost and Applications
    21. 21. IP Telephony Cost issues <ul><li>The single greatest reason people migrate to IP Telephony is the perceived cost savings </li></ul><ul><li>The single greatest reason people don’t migrate to IP Telephony is the perceived cost. </li></ul><ul><li>What are the real issues </li></ul>
    22. 22. IP Telephony – Cost savings <ul><li>Less cable runs </li></ul><ul><li>Remote office deployment is easy and fast </li></ul><ul><li>Users support themselves, reducing support costs </li></ul><ul><li>Single phone system, for enterprise, not one per location, per vendor </li></ul><ul><li>Reduce interoffice calling costs </li></ul><ul><li>Reduced MAC costs </li></ul><ul><li>Fax, voice mail and email in one box, reducing server requirements and needs </li></ul><ul><li>No high priced staff to maintain </li></ul>
    23. 23. General ROI Findings <ul><li>The range of observed paybacks falls between immediate to 4 years with the average being approximately 16 months. </li></ul><ul><li>The principle ROI drivers are determined by a customer’s own unique circumstances, however we have seen some consistent ROI trends. </li></ul>Rapid Payback Scenarios Variables Effecting Speed of Payback <ul><ul><ul><li>New facility </li></ul></ul></ul><ul><ul><ul><li>End-of-life for existing PBX in conjunction with a planned data network upgrade </li></ul></ul></ul><ul><ul><ul><li>Multiple branch offices converting to a centralized call processing model </li></ul></ul></ul><ul><ul><ul><li>Centrex Replacement </li></ul></ul></ul><ul><ul><ul><li>Speed of Migration </li></ul></ul></ul><ul><ul><ul><li>Remaining lease life on PBX </li></ul></ul></ul><ul><ul><ul><li>Extent of data upgrade </li></ul></ul></ul><ul><ul><ul><li>Ability to quantify strategic value of converged network </li></ul></ul></ul>
    24. 24. Success Story: Burger King
    25. 25. Cisco’s IP Telephony: Applications
    26. 26. Core Applications <ul><li>Conferencing-on and off net </li></ul><ul><li>Unified messaging: fax, email and vm in one location </li></ul><ul><li>Personal Assistant-call screening </li></ul><ul><li>IPCC Express-call center </li></ul><ul><li>XML-lots of stuff here. </li></ul>
    27. 27. IP Telephony Benefits Calls can come in from any site to any site More PSTN redundancy than traditional PBX systems ANY IP WAN IP IP IP IP IP
    28. 28. IP Telephony Benefits True Computer Telephony Integration <ul><li>Call control and setup from the PC. </li></ul><ul><li>ANYBODY can develop programs to interface to the phone system. </li></ul><ul><li>Softphone, web consoles, Outlook click-to-dial. </li></ul>+
    29. 29. Many Phone Options <ul><li>Low cost one-line phones </li></ul><ul><li>Web-enabled 2 and 6 line phones </li></ul><ul><li>Phone Expansion Modules </li></ul><ul><li>Conference phones </li></ul>
    30. 30. <ul><li>7920 Wireless phones </li></ul><ul><ul><li>Works with 340, 350 and 1200 series Access Points </li></ul></ul><ul><ul><li>Range of up to 1000 feet outdoors </li></ul></ul><ul><ul><li>Range of up to 300 feet indoors. </li></ul></ul><ul><ul><li>Features like 7960. </li></ul></ul>Wireless Phones
    31. 31. IP Telephony Benefits Features beyond most PBXs <ul><li>Web configuration options for admin & users </li></ul><ul><li>Meet-me conference calling </li></ul><ul><li>List of missed/received/placed calls </li></ul><ul><li>Searchable directories right on the phone </li></ul><ul><li>Integration to PC software (ie Outlook) </li></ul><ul><li>99 personal speed dial entries </li></ul><ul><li>Distinctive rings </li></ul><ul><li>Music on hold: 50 streams, per line configurable </li></ul><ul><li>On line help right on the phone </li></ul><ul><li>Create your own features with open interfaces </li></ul><ul><li>+ many more – INCLUDED WITH BASE SYSTEM </li></ul>
    32. 32. Extension Mobility <ul><li>Log onto any 7940/7960 in a CM cluster to get your extension and productivity services </li></ul><ul><li>Extension, services, class of service restrictions applied to phone </li></ul><ul><li>Login modes </li></ul><ul><ul><li>auto-logout other phones </li></ul></ul><ul><ul><li>keep login on other phones </li></ul></ul><ul><li>Logout modes </li></ul><ul><ul><li>explicit logout at phone </li></ul></ul><ul><ul><li>timed logout </li></ul></ul>Visiting User Logged onto Phone (x5000) 7960 IP WAN Central Site IP Phone Services Web Server LDAP Directory Branch Office User’s Office IP Phone 7960 (x5000) IP LAN
    33. 33. • Directory Assistance (411) & Yellow Pages (LSSI) • Vytek’s Supply Chain solution & Time & Attendance solution • Weather, CNN Headlines, Stock Quotes, Time of Day Ringing • Netcom's IP Transportation Information Management System • Calendar & calculator • Sentinel's I.Q. for Education • Calence's Hospitality Solution • Network Data Systems Palm2CIPP • Circata's Contact Manager & Conference Room Reservation • WebBASIS' Digital Desktop &quot;One Number&quot; System • Dimention Data's Call tracking, client billing, call authorization and IP Phone Mgt • AAC's K-12 apps, surveys, instant messaging to the phones • CheckMate's business dashboard Many XML Applications Available (3 rd Parties)
    34. 34. XML: Stories of Success
    35. 35. IP Telephony - Features & Benefits <ul><li>Allow mobility-next slide </li></ul><ul><li>Enable knowledge sharing </li></ul><ul><li>Instant messaging on phones </li></ul><ul><li>Remote office deployment is easy and fast </li></ul><ul><li>BE LIKE DATA-Add call center with a single device, not a new solution </li></ul><ul><li>Users support themselves </li></ul><ul><li>Single phone system, for enterprise, not one per location, per vendor </li></ul><ul><li>Fax, voice mail and email in one box </li></ul>
    36. 36. IP Telephony Benefits w/ Voice Mail Features beyond most VM systems <ul><li>Direct MS Exchange integration. </li></ul><ul><li>Per user configurable VM menu customization. </li></ul><ul><li>Per user message notification via phone/page/etc. </li></ul><ul><li>Per user transfer options. </li></ul><ul><li>Easy to configure custom menus. </li></ul><ul><li>Direct integration to LDAP directories. </li></ul><ul><li>Unlimited growth. </li></ul><ul><li>Optional Unified Messaging (VM, Email, Fax). </li></ul>
    37. 37. Optional Features <ul><li>Conference Connection </li></ul><ul><li>Audio conference server with web interface </li></ul><ul><li>Supports up to 100 ports </li></ul><ul><li>Personal Assistant </li></ul><ul><li>Voice enabled dialing, VM control, conferencing </li></ul><ul><li>Route calls by user-defined rules </li></ul><ul><ul><li>Time of day, Calendar, CLID </li></ul></ul><ul><li>Forward calls to user-defined phone numbers </li></ul><ul><ul><li>Single number, Series of numbers </li></ul></ul><ul><li>Screen your calls </li></ul><ul><ul><li>Select which calls to accept in real time </li></ul></ul>
    38. 38. Optional Features <ul><li>IVR and ACD (IP/IVR and ICD) </li></ul><ul><li>Queue calls and route to proper agents </li></ul><ul><li>Up to 60 virtual ports per server </li></ul><ul><li>Easy to use call-flow GUI administration </li></ul><ul><li>IPCC – Full Call Center Solutions </li></ul><ul><li>Multisite, multi-skill call routing </li></ul><ul><li>Scalable to 100s and 1000s of agents </li></ul><ul><li>Advanced CallCenter features like popup-windows, monitor, record, chat </li></ul><ul><li>Agent and manager controls </li></ul><ul><li>Extensive reporting </li></ul>
    39. 39. Demonstration <ul><li>IP Phone to IP Phone call. </li></ul><ul><li>Failover demonstration. </li></ul><ul><li>IP Phone to PSTN (if available). </li></ul><ul><li>Unity Demo. </li></ul><ul><li>Services. </li></ul><ul><li>Music on Hold. </li></ul><ul><li>User Interface via Web Browser. </li></ul>
    40. 40. Types of Solutions <ul><li>Enterprise </li></ul><ul><li>Small to Medium Business </li></ul><ul><li>Entry level/transition solution </li></ul>
    41. 41. Enterprise Solution: <ul><li>Call Manager: 7835 and up </li></ul><ul><li>Each core component is on separate HW </li></ul><ul><li>Can use either Cisco, Compaq or IBM HW </li></ul><ul><li>Scales up to 10,000 users in a cluster </li></ul><ul><li>Interoperability with current system and voice mail </li></ul>
    42. 42. Solution 2: ICS 7750 <ul><li>Everything in one box: Small to Medium Business </li></ul><ul><ul><li>Redundant call managers. </li></ul></ul><ul><ul><li>Unity voice mail, with unified messaging. </li></ul></ul><ul><ul><li>Router for PSTN connectivity. </li></ul></ul><ul><ul><li>Supervisor module. </li></ul></ul><ul><ul><li>Redundant power supplies and Ethernet available. </li></ul></ul><ul><ul><li>Just add phones and switching. </li></ul></ul><ul><ul><li>Starts at $15,000 + phones + services. </li></ul></ul>
    43. 43. Entry/Transition Level <ul><li>ITS-runs on a 2600 or 1700 series router </li></ul><ul><li>Acts like a key system, but also has auto-attendant and voice mail. </li></ul><ul><li>Very inexpensive </li></ul><ul><li>Max users is 48. </li></ul>
    44. 44. Why Cisco: <ul><li>Market Share. See next slides </li></ul><ul><li>Strength of Company. </li></ul><ul><li>Leader in everything that they do. </li></ul><ul><li>Customer service is best in industry. </li></ul><ul><li>Footprint of Installs, locally. Next Slide… </li></ul>
    45. 45. WW IP Phone Units Market Share Q4 CY’2002 Source: Synergy 1/03 Cisco #1
    46. 46. Total Enterprise VoIP Revenue CY’2002 Source: Synergy 1/03 Cisco #1
    47. 47. Globa l Customers Cisco, of course (large campuses of 10s of thousands of users, 100s of offices) Dow Chemical (40,000 phones - in progress) http://newsroom.cisco.com/dlls/prod_043001_print.html Merrill Lynch (1000s of phones - more coming) http://www.fastcompany.com/online/51/merrill.html British Telecom's Managed Service (1000s) http://www.ignite.com/internetservices/voip/voip_mm_overview.html New Zealand Dept of Social Welfare (8000) http://newsroom.cisco.com/dlls/fspnisapida24.html Datek http://www.cisco.com/warp/public/345/afm/smartstart/images/banners/Datek_Profile_4c_2.pdf
    48. 48. Local Customers Blackbaud Software, Bosch, Durham Public Schools, Charlotte Latin, ChapelHill/Carboro Schools, Central Carolina Bank, College of Charleston, CPS, Craven County GVT, Dakor, Dick Smith Automotive, Entegra, Florence Darlington-TEC, General Engineering Labs, Highland Schools, IDI Construction, Johnston County, LSSi, MediaOcean, Meredith College, Mitsubishi, Marine Federal Credit Union, National Furniture, NetEffect, Nordfab, Odell Architechs, PTI, Raleigh Neurology, Richland County Schools, Triangle Red Cross, Tompkins, SGL Carbon, SNL Securities, Sparkfly, Sunguard, Synchrologics, Swifty Serve, UCB Chemicals, UG bank, Webtone, Wilson Cooke, Zeus + many more
    49. 49. Why PNC <ul><li>Only one of a handful of partners who are IP Telephony certified - requires 31 exams! </li></ul><ul><li>Only NC Based partner….everyone else must fly in engineers, installers and support staff. </li></ul><ul><li>Had the first install in Charlotte, and, for awhile, the largest install. </li></ul><ul><li>Methodology-complete care for life of solution. </li></ul>
    50. 50. Next Steps <ul><li>PNC/Cisco Visit. </li></ul><ul><ul><li>At your facility </li></ul></ul><ul><ul><li>Get acquainted </li></ul></ul><ul><ul><li>Determine possibility of a fit </li></ul></ul><ul><li>ROI Analysis. </li></ul><ul><ul><li>What would provide best business return </li></ul></ul><ul><li>Network Evaluation and Project Plan. </li></ul>