Collaboration Technologies for Mac OS X Server · Michael Bayer. Title: MacVoiceSF06 Author:...

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For more information contact: mbayer@CTExpert.com

Michael BayerComputer Telephony Solutions

Collaboration Technologiesfor Mac OS X ServerPutting Voice on Your Macintosh Network

Business Communication

Customers/Clients

Partners

Vendors/Suppliers

Your OrganizationOffice-based

Workers

Home-basedWorkers

MobileWorkers

Wireless Telephone Network

Private Switched Telephone Network

Switched Telephone VPN

Internet

Public Switched Telephone Network

Extranet

IntranetDMZ

DataVPN

Communication Paths

File Sharing

Communication Paths

Telephone Calls

Communication Paths

Telephone Calls

Communication Paths

Telephone Calls

Communication Paths

Telephone Calls

Communication Paths

Telephone Calls Email

Communication Paths

Fax Calls

Communication Paths

Fax CallsEmail

The Challenge:Select and deploy the

hardwaresoftwareservices

thatallow your people to communicateproject the credibility and professionalism of your organizationare cost effectiveprovide a strategic advantage

We Only Have 90 MinutesUsually takes a day or two to cover this…So:

Focus on what you need to know to get startedPointers to key resources at the end

Session OverviewPart 1: Key Concepts

What’s driving Convergence and VoIP?What are the building blocks?

Part 2: TechnologyVoIP / CTI / Media ServicesAsterisk and iChatOther voice products and services

Part 3: Roadmap for DeploymentDeveloping an implementation planSelecting products

Part 4: Next StepsWhere do you go from here?

IntroductionsMember of the originalMacintosh Telephony TeamAuthor of McGraw Hill’s“Computer Telephony! Demystified”Consulting Company

Help users build completebusiness workflow solutionswith collaborative technologiesCoaching and consulting

Macintosh Telephony AllianceHelp developers build great products

Demo:Mac OS X Server as a

True Communications Hub

Key Concepts

What is DrivingConvergence/VoIP?

1. Ideology2. Revenge3. Cost Savings4. Desire for Customized Telephony

1. Ideology - Engineers and Special Interests2. Revenge - IT Staff3. Cost Savings - Bean Counters4. Desire for Customized Telephony!- Business

Decision Makers

1. IdeologyDialtone comes from God-it should be freeTelephony should be free from government regulation, consumer protection, taxes, and wiretapping.

2. Revenge3. Cost Savings4. Desire for Customized Telephony

1. Ideology2. Revenge

Everybody hates the phone companyIT vs Telecom Staff

3. Cost Savings4. Desire for Customized Telephony

1. Ideology2. Revenge3. Cost Savings

infrastructure simplificationtoll bypasslower cost carriers

4. Desire for Customized Telephony

Enterprise Networkingwith Separate Voice

Customers/Clients

Partners

Vendors/Suppliers

Workers

Home-basedWorkers

MobileWorkers

Wireless Telephone Network

Private Switched Telephone Network

Switched Telephone VPN

Internet

Extranet

IntranetDMZ

DataVPN

Enterprise Networkingwith Converged Voice

Customers/Clients

Partners

Vendors/Suppliers

Workers

Home-basedWorkers

MobileWorkers

Internet

Extranet

IntranetDMZ

DataVPN

Coventional Wide Area Voice Networking

Your OrganizationHQ-basedWorkers

Home-basedWorkers

MobileWorkers

Remote OfficeWorkers

VoIP for Toll Bypass

Your OrganizationHQ-basedWorkers

Home-basedWorkers

MobileWorkers

Internet

Remote OfficeWorkers

Intranet

DataVPN

ConventionalVoice Trunks

Your Organization

ConventionalTelephone Service

PrivateNetworks

VoiceCarrier

Your Organization

VoIPTelephone Service

PrivateNetworks

VoIPCarrier

Your Organization

VoIPTelephone Service

PrivateNetworks

VoIPCarrier

Internet

1. Ideology2. Revenge3. Cost Savings4. Desire for Customized Telephony

Organizational ContextOrganizations of all sizes are deploying CRM systems to integrate telephone and information systems

WebSite

TelephoneNetwork

Internet

TelephoneSystem

VeryPowerful

Technology

Limited user interface& minimal feature access:

reduces functionality

VeryLimited

Empowerment

TelephoneSystem

VeryPowerful

Technology

Customizable user interface& programmable intelligence:

amplifies functionalityGreat

Empowerment

Customized Telephony

The Building Blocks

APIs/Protocols for Customization

Customized Telephony Applications

Telephony Infrastructure

The Last 30 Years

Proprietary and/orExpensive and/or

Limited in Functionality

ConventionalTelephony Infrastructure

The Hope of VoIP Buyers

Proprietary and/orExpensive and/or

Limited in Functionality

ConventionalTelephony Infrastructure

VoIPInfrastructure

Open, Cheap,Full Featured

VoIP is JustPart of the Puzzle

TelephonyComputer TelephonyComputer Telephony Integration (CTI)Media ServicesVoIP Telephony

Computer Telephony

MediaServices

Telephone System Components

CallControl

MediaServices

SwitchingFabric

Using off-the-shelf computer technologies to implement telephone system componentsShift from Monolithic to Modular systems

Computer Telephony Revolution

CallControl

MediaServices

SwitchingFabric

CallControl(CTI)

MediaServices

SwitchingFabric

Switching FabricEstablishes media stream channels between endpoints and conveys signaling informationConventional Switching Fabric

TDM bus backplanes connecting line cardsAnalog (POTS) and digital (T-1, ISDN, proprietary) telephony circuits

VoIP Switching FabricPacketized voice over conventional IP networking infrastructureTypically uses off-the-shelf technology

SwitchingFabric

CTI DefinedCall Control

Monitoring and directing calls in a telephone system

Telephone ControlMonitoring and controlling features of a telephone set

Media BindingLinking other communications/telephony functionality to calls in a telephone system

CallControl(CTI)

CT Media Access/ServicesTone Detection and GenerationRecording and PlaybackText-to-SpeechSpeech RecognitionModulated Data (Modem/Fax)Digital Data (Compressed Video, etc.)Call Binding

MediaServices

AdminSystem configuration

System customizationMoves / Adds / Changes

Fault monitoringAccountingPerformance managementSecurity

Technology

TechnologyEvolution of telephone systemsCTI and Media Services VoIP ProtocolsInstant Messaging and Presence

Conventional Telephone System: PBX

Public SwitchedTelephone Network

Private SwitchedTelephone Network

Eliminating theMonolithic PBX

IP Network

RoutingProgram

SoftPhone

ProgramDesktop

Internet

PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

StationServer

Firewall

IPPhone

ConventionalPhones

“Standard” VoIP ProtocolsCall Setup

(ITU) H.323(IETF) SIP (RFC 3261, etc.)

Endpoint ControlMGCP (RFC 3435, etc.) / MEGACO (RFC 3015)

Media TransportRTP (RFC 3550, etc.)

Selected Supporting ProtocolsDNS (RFC 1034, 1035)TRIP (RFC 3219, 3872) and ENUM (RFC 2916) STUN (RFC 3489)

Other VoIP ProtocolsCisco SCCP “Skinny”Digium IAX

Session Initiation ProtocolUsed to negotiate and set up a session of any kind. Can be used for Voice, Video, IM, etc.Bandwidth reservation implementation dependentHTTP-like request/response protocol using text and three digit numbered response codesSIP roles:

SIP User AgentsSIP Proxy Servers and Redirect ServersSIP Registrar and Location Servers

Establishes user presence

SIP Topology

SIPProxy

SIPClient

SIPProxy

SIPClient

Firewall

LAN 1 LAN 3

Internet

Firewall

SIPProxy

Call Setup (SIP)Media Stream (RTP)

SIP withDependent Endpoints

SIPProxy

Firewall

LAN 1 LAN 3

Internet

Firewall

SIPProxy

Call Setup (SIP)Media Stream (RTP)

Endpoint Control (eg MGCP)

SIP Flow ExampleSIP

ProxySIP

ClientSIP

ProxySIP

Client

RegisterRegister

Invite

InviteInvite

AckAck

(RTP Media Stream)

ByeBye

ChallengesSIP

Traversing NATLacking 3rd party control

Bandwidth EstimatesVoIP requires more bandwidth than conventional telephony for voice streams of the same quality.RTP carries one stream per packetConsider IAX for trunking

QoSUse separate vLANs for voiceLook for a service provider that offers QoS

Presence andInstant Messaging

Presence involves tracking the address(es) and status of a given person or resource.“Buddy List” used for instant messaging is an example of presence.SIP’s registration process establishes presence by binding a particular address with a SIP URI.Competing IETF efforts for IM and Presence:

SIMPLE (a SIP extension)XMPP (Jabber, now RFC 3920/3921)

Telephony andInstant Messaging

Presence and use of SIP for audio and video conferencing suggests an opportunity for integration with telephonyMicrosoft has demonstrated telephony integration using its LCS Server and client involving special CTI sessions established using SIPPresence can be used by call control software to route calls and IM as a simple call control user interface

iChatPrimary “built-in” user interface for presence and instant messaging.Uses a variety of different protocols simultaneously:

AIM (AOL proprietary)RendezvousSIPXMPP (Jabber)

AsteriskOpen Source PBX Software

Ported to Linux, BSD / Mac OS XSwitching fabric agnostic

Supports SIP, H.323, IAX (proprietary)Supports POTS, T-1, E-1 but drivers forMac OS X not yet available

Demo:Configuring Asterisk

TeamCall ServerEnterprise CTI Server for Mac OS X ServerClient Protocols/APIs

CSTA III (ECMA/Versit/ECTF C.001)STLI (proprietary)JTAPI (ECTF C.100)TAPI (proprietary)

Popular PBXs from:SiemensAlcatelAvayaNortelDeutsche Telekom 64

Roadmap for Deployment

A Few Key Pieces of DataCall volume

IncomingOutgoing - local / long distance / internationalInternal - local / remote / home office

Call breakdownSales / Support / Vendors / Press / EmployeeGeographical distributionOrigination - Residential / Enterprise / MobileTime of day

Key collaboration/workflow scenariosOpportunities to use IM, Voice Chat, Video

Telephony Aware ApplicationsTelephony Aware Applications

Solution Components

Screen Based Telephone Application

Programmed Telephony Application

Telephony Devices and LinksTelephony Devices and Links

Telephony Network / Equipment

Telephony Services

APIs/Protocols for Customization

Telephony Infrastructure

Telephony Services

Your Organization

Getting Telephone ServicePublic Networks

“Last Mile”Public SwitchedTelephone Network

Internet

PrivateLocal

Networks

Conventional Centrex

LEC Customer PremiseAdmin &

Applications

CO (Class 5)Switch

Conventional Centrex

LEC Customer PremiseAdmin &

ApplicationsAdmin &

Applications

CO (Class 5)Switch

IP Network

VoIP Centrex

SoftPhone

ProgramDesktop

VoIPGateway

MediaServer

CallControlServer

StationServer

IPPhone

ConventionalPhones

Service Provider Customer Premise

Conventional Trunked Service

LEC/IXC Customer Premise

Admin &Applications

IP Network

VoIP Trunked Service

VoIPGateway

Softswitch

Service Provider Customer Premise

Admin &Applications

Telephony Checklist: Services

Toll-FreeDomestic long distanceInternational long distanceLocalCall control featuresCTI interfaceMedia Services interfaceAdministrative interface

Telephony ServicesOne or more of:

Integrated Communication Providerse.g. SpeakEasy, Covad, XO, Comcast

Broadband Telephony Provider + ISPe.g. CallVantage, Lingo, VoiceWing, Vonage

Conventional ILECs / CLECSe.g. Quest, SBC, Verizon

Telephony Network / Equipment

Equipment ChecklistCall Control: PBX or Server(s)Media Services: PBX-based or Media Server(s)Administration: Dedicated terminal, phone-based, web-based, CLI-based, proprietary applicationSwitch fabric:

Cable plantSwitches / routers / firewallsTelephonesGateways / multiplexors / network interfacesPowerWireless telephones and access points

IP Network

RoutingProgram

SoftPhone

ProgramDesktop

Internet

PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

StationServer

Firewall

IPPhone

ConventionalPhones

Cable PlantOne of the most compelling cost benefits for iPBX deployment is cable plant simplification:

Ethernet everywhere, versusEthernet plus voice everywhere

PowerConventional PBX / Centrex

Line powered phonesSingle point of failureUPS highly recommended

iPBXMany, many, many points of failureServers, switches, routers, gateways, firewalls, etc. all require uninterruptible power suppliesPower over Ethernet (PoE) 802.3af highly recommended.PoE pulls 15.4 watts per port. Wiring closet power and UPSs must be sized appropriately.

Gateways, Multiplexors, and Network Interfaces

CO (Class 5) Switch

IP Network

VoIPGateway

Softswitch

VoIPGateway

Switching and RoutingBandwidth planningVLANQoSAAA

TelephonesConventional

Analog (Corded / Cordless)ISDNProprietary Digital (Corded / Cordless)

iPBXH.323 Phones (Corded / Cordless)SIP Phones (Corded / Cordless)MGCP Phones (Corded / Cordless)Softphone (SIP / H.323 / Proprietary)

HeadsetsWiredBluetooth

WirelessConventional PBX

DECT / Proprietary Access points and phonesiPBX - “VoWLAN” or “VoWiFi”

Today: 802.11a/b/g with proprietary extensionsFuture: 802.11e (QoS) + 802.11i (Security)Roam to/from cellular network

ScenariosConventional CentrexIP CentrexConventional PBX (or KSU)Hybrid PBX“Software PBX”iPBX

Conventional CentrexVoice and Data cablingPhonesMux / NIDsUPS

Conventional PBX Equipment List

PBX / KSUoptional built-in media services

Voice and Data cablingPhonesMedia serversGateways / NIDsUPSs

IP Centrex ListIP phones and/or Station servers and phonesFirewallsIP Switches and Routers

BandwidthVLAN SupportManageable QoSPoE

UPSsEthernet

iPBX Equipment ListCall control server(s)Media serversIP phones and/or Station servers and phonesFirewallsVoIP GatewaysIP Switches and Routers

BandwidthVLAN SupportManageable QoSPoE

UPSsEthernet

Software PBX: AsteriskAsterisk Open Source ProjectRecently ported to Mac OS XMac OS X lacks drivers for telephony PCI cards for so it supports only VoIP

Requirements ChecklistTelephony Aware ApplicationsTelephony Aware Applications

Mission Critical Applications

Identify the key applications and make sure they support Apple Events/AppleScript

Upgrade if possibleMigrate if necessaryConsider rebuilding if appropriate

Off-the-shelf mission critical applicationsAccounting systemsTime and billingWorkflow managementSchedulingCRM / Contact Management

The “Build” OptionBuild your own private network / VPNBuild your own voice-mailBuild your own IVR systemBuild your own CRM systemCustomize your telephone/PBX featuresBuild your own fax solutionBuild your own unified messaging solutionBuild your own e-commerce infrastructureBuild your own security system

Programmed Telephony Applications

Requirements Checklist

Programmed Telephony Applications

Delegation of call management to MacintoshInteractive Media

User interface effort is focused on interactive dialog with telephone callersRequires media access

Control OnlyTransparent to callersUser interface required for those performing configuration

Applications that handle inbound and/or outbound calls autonomously are programmed telephony applications.Programmed telephony applications are often concerned with creating a “Telephony User Interface” for callers and have a limited user interface for the local user.

Programmed Telephony

Programmed TelephonyOvoLabs Phlink

Requires OvoLabs USB hardware / analog lineParliant PhoneHerald

Requires Parliant USB hardware / analog lineAsterisk IVR Scripting

Open source, no GUI tools

Screen Based Telephone Applications

User Interface for managing telephone callsVirtual telephone on the virtual desktopVariety of applications for different user requirements and personal preferences

Target for Telephony Apple EventsFeatures include:

call screeningcall announcementauto dialing

Screen-based Telephone Applications are the foundation for productivity solutions.SBTs provide centralized system-wide user interface for telephony so that individual productivity applications don’t confuse the user experience.

Screen-Based Telephony

Screen-based TelephonyParliant PhoneValet and PhoneValet Anywhere

Requires Parliant’s USB hardwareiLink Direct

Supports Team Call CTI Server for access to digital PBXs (Avaya, Nortel, Siemens, etc.)Supports AsteriskSupports USB phones and Bluetooth cellphones

CounterPath X-Lite and X-ProSIP-based softphone

Jonathon Nathan Jon’s Phone ToolPiggy backs on other software

Telephony Aware Applications

Mainstream applications that can be integrated with telephony applications

PIMsDatabasesCalendarAccounting Systems

Use Apple Events and AppleScript

Telephony Aware Applications

Users want their existing application to work with their telephone(s).Productivity and mission critical applications that are “telephony-aware” are the “killer applications” in telephony solutions.

CT InterfaceCall Control

CTI ApplicationsMedia Services

Interactive / Fax / Modem

Direct Connect

DesktopCTIExternal

Telephone Network

Direct Connect

DesktopCTIWireless

Telephone Network

VoIP Direct Connect

IP Network

SoftPhonew/CTI

Internet

PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

StationServer

DesktopCTI

VoIP “Soft Phone”

IP Network

SoftPhonew/CTI

Internet

PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

StationServer

DesktopCTI

Client-Server

CTIServer

RoutingProgram

DesktopCTI

DesktopCTIExternal

Telephone Network

Telephony Media Server

MediaServer

CTIServer

IVRProgram

RoutingProgram

DesktopCTI

DesktopCTIExternal

Telephone Network

Direct Connect OptionsLine Interfaces

Built-in ModemsSerial/USB External ModemsComputer Telephony Devices

Phone InterfaceUSBBluetooth

ServersOff-the-shelfBuild-your-own

iLink TeamCall Server

iLinkTeamCallServer

LDAPServer

iLinkDirect

External Telephone Network

Media ServersHosted VXML Media Services

e.g. BeVocal, TellMe, TuVoxECTF-based open Media ServerAsterisk configured as IVR server

Users want access to their analog lines, digital PBX lines, VoIP, and cellphones in any combination.Users want a single SBT for all lines.Users don’t want to have to pick their applications based on their phone service.

Telephony Devices/Links

Final Shopping ListServicesOff-the-shelf hardware and softwareDevelopment toolsAdministrative toolsDon’t forget those UPSs...

Can’t Get ThereFrom Here?

The components you need for the solution you want may no be available or affordableIf so, revisit your timeline

Consider deferring your projectConsider a phased approachConsider joining coordinated effort to lobby the vendors in question

Next Steps

VoIP is a CatalystVoIP should...

bring the benefits of computer telephony to the switching fabriccomponentize the telephone systemeliminate dependence on a single vendor

Customer motivation is for telephone systems...that are open and modularpresent no barriers to computer telephony applications

Applications are the key but they’re independent of the switching fabric

Mac OS X ProductsSecond and third generation are here!Each delivers a great set of featuresNext challenge:

Interoperability

Solution Components

Proprietary Interface

Proprietary Proprietary

Alliance of leading Macintosh developersDefining and adopting interoperability specifications for Mac OS XUtilize industry standards from:

ECTFIETFITU

MacintoshTelephony Alliance

Telephony Apple Events

CT Services Framework

HTMLHTML

DialURL

Mac OS XTelephony Architecture

Macintosh Telephony Information:www.MacPhoneHome.com

Macintosh Telephony Alliance:www.MacTelephony.org

Key Products:www.asterisk.orgwww.ilink.dewww.ovolab.comwww.parliant.com

Slides:www.ctexpert.com/macworldsf06

Resources

For more information contact: mbayer@CTExpert.com

Michael BayerComputer Telephony Solutions

Collaboration Technologies for Mac OS X Server · Michael Bayer. Title: MacVoiceSF06 Author:...

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