How to implement unified communications on a global network Tuesday 11 March 2008, 11am (GMT) Presented by: Simon Cranford, chief information officer The SAS Group of Companies The agenda •  Glossary •  Setting global standards •  Choosing the right IPT and UC architecture •  Global IPT and UC manufacturers •  Knowing the global carriers •  Local country standards •  Supporting a global IPT and UC solution •  Conclusion •  Q&A review Glossary •  VoIP Voice over IP •  IPT IP telephony •  UC Unified communication •  QoS Quality of service •  QoE Quality of experience •  CoS Class of service (AF / EF / standard) •  CODEC Coder / decoder or compression / decompression •  POP Point of presence •  GPOP Global point of presence •  PRI Primary rate interface •  MPLS Multiprotocol label switching Setting global standards IPT and UC projects are far reaching •  IP fundamentals •  Manufacturer market penetration •  Implementation method •  Carrier and communications availability •  Application standards •  System configurations •  SLAs Choosing the right IPT and UC architecture What needs to be central, regional or local Feature / benefit Basic call routing (inbound / outbound) Advanced call handling Extension mobility (hot-desking) Attendant console (reception) Advanced call routing (inter-site / in-country break-out) Voicemail Unified messaging (email, fax, IM, SMS) MS Windows server – Active Directory / MS Exchange server WLAN operation Mobility - MS Mobile 5.0 / 6.0 / Blackberry Home working Choosing the right IPT and UC architecture Identifying the global voice path and data path Main business location DSL or Fractional T1 Dedicated connection PSTN Cisco voice-enabled router WAN router MPLS IP WAN WAN Catalyst switch with Secure LAN features Catalyst switch with Secure LAN features Core LAN switch Gigabit or 10/100 Ethernet Catalyst switch with inline power and Secure LAN features Edge LAN switch Cisco distributed CallManager platform Internet Cisco voice application servers PSTN Dedicated connection IPT phone Cisco IP Phone XML apps or IPCC Express agent PSTN DSL or Fractional T1 Desktops/laptops with third-party anti-virus software Corporate servers WAN router POTS phones Cisco voice-enabled router with firewall and VPN Teleworker/remote access Branch office Edge LAN Catalyst switch switch DSL or Cable Broadband access modem with inline power and Secure LAN features Laptops/desktops w/Cisco VPN Client, Cisco Secure Agent and PC-based SoftPhone Fax IPT phone Cisco IP Phone XML apps or IPCC Express agent Desktops/laptops Choosing the right IPT and UC architecture Architecture options – multi-site centralised cluster CallManager Cluster PSTN System IPCC Central Controller V AW/HDS PG/CTI Admin Controller Agent Controller IP/IVR VoIP WAN Signaling/CTI IP Voice TDM Voice Agent Agent IP IP Choosing the right IPT and UC architecture Architecture options – multi-site decentralised IPCC Enterprise Central Controller PG AW/HDS IVR IVR IPCC System PG (CCM/IP-IVR) PG IPCC System PG (CCM/IP-IVR) VoIP WAN V V CallManager Cluster 1 Signaling/CTI IP Voice TDM Voice CallManager Cluster 2 PSTN Agent Agent IP IP Global IPT and UC manufacturers Preferred IPT product vendor Gartner Group magic quadrants for corporate telephony in EMEA 2005 2007 Ability to execute Challengers Leaders •  NEC •  Inter-Tel •  Avaya •  Cisco Systems •  Nortel •  Siemens •  Toshiba •  Mitel •  ShoreTel •  Alcatel •  3Com •  Vertical communications As of August 2005 Niche players Visionaries Completeness of vision Global IPT and UC manufacturers Preferred UC product vendor Gartner Group magic quadrants for unified communications in EMEA Ability to execute Challengers 2005 Leaders •  Microsoft •  Siemens •  Cisco •  IBM Systems •  Nortel •  Mitel •  Alcatel •  Avaya •  Interactive •  Oracle Intelligence •  NEC •  AVST •  TeleWare •  Ericss on As of April 2006 Niche players Visionaries Completeness of vision 2007 Knowing the global carriers Review and understand all voice and data services required WAN Internet WAN service Carrier router Firewall PSTN / ISDN / GSM PSTN / BRI / PRI / GSM VPN Voice gateway router WAN router Web server Default gateway Switch gateway Knowing the global carriers Leading service providers Gartner Group magic quadrants for global service providers 2006 2007 Knowing the global carriers Investigate regional network infrastructure Knowing the global carriers Investigate regional network infrastructure Knowing the global carriers Investigate regional network infrastructure Knowing the global carriers Minimum CoS requirements for successful IPT IP class of service Round trip delay Packet delivery rate Jitter Priority voice traffic < 160 ms > 98% < 30 ms Real-time traffic (e.g. video) < 160ms > 97% < 35 ms Priority data traffic < 200 ms > 95% < 35 ms Best effort traffic No target No target No target Knowing the global carriers CoS SLAs by region Round trip delay (ms) Packet delivery rate (%) Jitter (ms) Class of service EF AF DE EF AF DE EF Within Europe Region 1 40 45 60 85.00 99.85 99.50 5.00 Europe Region 1 to Europe Region 2 80 85 80 99.85 99.85 99.50 5.00 Europe Region 1 to North America 145 150 170 99.85 99.85 99.50 6.50 Europe Region 1 to South America 290 295 300 99.75 99.75 99.30 9.00 Europe Region 1 to Asia Pacific Region 1 320 325 350 99.75 99.75 99.30 10.00 Europe Region 1 to Asia Pacific Region 2 360 370 400 99.75 99.75 99.30 10.00 Europe Region 1 to Middle East 125 135 150 99.75 99.75 99.30 7.00 Europe Region 1 to Africa 320 330 340 99.75 99.75 99.30 8.00 Knowing the global carriers COS acceptance testing Local country standards Beware of local technical and cultural differences •  WAN termination or presentation – X21, G703 (75 or 125 ohm), T1, T3 •  Carrier demarcation – in data centre, office basement of separate area •  Internet – IP addresses and sub nets, managed or wires only service •  DDI ranges – number format variation, minimum PRI channels •  Legal restrictions – VoIP, 3DES, in-country break-out •  Cultural issues – national holidays and working hour restrictions •  Service and billing restrictions – legal entity required in country •  Serviced offices – ability to run dedicated client services •  Language issues – ability to order what is required with confidence Supporting a global IPT and UC solution Real time voice path management Supporting a global IPT and UC solution Real time IP SLA monitoring and recording Supporting a global IPT and UC solution Proactive and historical monitoring Conclusion Visibility is key •  Define local, regional and global requirements •  Is existing infrastructure fit for purpose •  Identify manufacturer market penetration and support in each country •  Understand carrier coverage and services available in each country •  Understand local country service delivery standards •  Blend manufacturer, carrier and functionality into suitable architecture •  Highlight and address single points of failure •  Test what has been ordered against what has been delivered •  Ensure full visibility across all IP devices to allow proactive support Q&A review Thank you for viewing this webcast. 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