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

For more information contact: [email protected]

Michael BayerComputer Telephony Solutions

© Copyright 2004, Computer 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


Communication Paths

Email


Communication Paths

File Sharing


Communication Paths

Web


Communication Paths

Chat


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

© Copyright 2004, Computer Telephony Solutions15

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

19


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

WLAN


Enterprise Networkingwith Converged Voice

Customers/Clients

Partners

Vendors/Suppliers


Workers

Home-basedWorkers

MobileWorkers

Internet


Extranet

IntranetDMZ

DataVPN

WLAN


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



IP

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

VoIP

MediaServices

CTI


Telephone System Components

Admin

CallControl

MediaServices

SwitchingFabric


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

Computer Telephony Revolution

Admin

CallControl

MediaServices

SwitchingFabric

Admin

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

Admin


Technology


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


Conventional Telephone System: PBX

Admin

PBX

Public SwitchedTelephone Network

Private SwitchedTelephone Network


Eliminating theMonolithic PBX

Admin

CPE




IP Network

iPBX

RoutingProgram

SoftPhone

ProgramDesktop

CTI



Internet

PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

Admin

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

Firewall

LAN 2

SIPProxy

Call Setup (SIP)Media Stream (RTP)


SIP withDependent Endpoints

SIPProxy

SIPProxy

Firewall

LAN 1 LAN 3

Internet

Firewall

Firewall

LAN 2

SIPProxy

Call Setup (SIP)Media Stream (RTP)

Endpoint Control (eg MGCP)


SIP Flow ExampleSIP

ProxySIP

ClientSIP

ProxySIP

Client

RegisterRegister

Invite

InviteInvite

OKOK

OK

Ack

AckAck

(RTP Media Stream)

ByeBye

Bye

OK

OKOK


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

62


Demo:Configuring Asterisk

63


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

CTI



VoIPGateway

MediaServer

CallControlServer

Admin

StationServer

IPPhone

ConventionalPhones

Service Provider Customer Premise


Conventional Trunked Service

LEC/IXC Customer Premise

Admin &Applications

CPE




IP Network

VoIP Trunked Service



VoIPGateway

Softswitch

Service Provider Customer Premise

Admin &Applications

CPE


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


PBX

Admin

PBX




IP Network

iPBX

RoutingProgram

SoftPhone

ProgramDesktop

CTI



Internet

PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

Admin

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

PBX

Mux

NID


IP Network

VoIPGateway

Softswitch

VoIPGateway

ATA


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



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

Admin

StationServer

DesktopCTI


VoIP “Soft Phone”

IP Network

SoftPhonew/CTI


Internet


PrivateIP WAN

VoIPGateway

MediaServer

CallControlServer

Admin

StationServer

DesktopCTI


Client-Server

CTIServer

RoutingProgram

DesktopCTI

DesktopCTIExternal

Telephone Network

LAN


Telephony Media Server

MediaServer

CTIServer

IVRProgram

RoutingProgram

DesktopCTI

DesktopCTIExternal

Telephone Network

LAN


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

LAN

PBX


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: [email protected]

Michael BayerComputer Telephony Solutions


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