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

1. VoIP Overview & Implementation Christopher Duffy Chief Information Officer Peirce College

3. Issues & Concerns

4. Criteria

5. VoIP Comparison & Challenges

6. VoIP Benefits

7. Call Centers

9. Issues/Concerns Internal Forklift or Integration User Community Acceptance Accountability Issues IT Skill Sets Budget Vendor Experience in Traditional PBX Experience in IP Networking/Infrastructure Single Vendor Solution - “One Stop Shop” Premier VAR/Reseller for Manufacturer

10. Criteria for Selection Basic Voice Communications System Longevity in Integration Unified Messaging Application Contact Center Application Wireless Solution Telecommuter Applications Management Application Fault Tolerance

11. “Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away…. only to come back bigger than ever.” - (Alan Cohen VP Cisco)

13. 100 Plus Years Old

14. Wide User Base

15. Well Understood

16. Specialized Staff

18. Non Power dependant

19. Secure Infrastructure

22. Unified Messaging

23. Voicemail & Fax in Exchange

24. Follow me/ Concierge

25. Instant Messenger /Web Based Chat

26. 4 Digit between Locations (Centrex)

27. Mobility

28. Extension & Device Mobility (Wireless)

29. Soft phone-USB

31. Call Reporting

32. Call Monitoring

33. Handset, Web Chat, Instant Messenger

34. Interface to CRM or ERP Systems

35. Voice Recognition (IVR)

36. Voice & DTMF Tones

37. Disaster Recovery

38. Ability to Relocate /Co-Locations

39. Distributed Fault Tolerance

40. Satellite Offices

41. Work at Home No Snow days!

42. Management

44. No Individual Private Numbers

45. Track Agent & Caller Activity

46. Elimination of Voicemail

47. Group only

48. Control in Customers Hands

49. Hold

50. Voicemail