DAVIS LLP and the DAVIS LLP logo are trade-marks of Davis LLP, © 2007 Davis LLP, all rights reserved. Unauthorized copying, distribution and transmission is strictly prohibited.
RETURN TO MAINRETURN TO MAIN
IPT Implementation and the RFP Process
Dean LeungDirector of Information TechnologyDavis LLP
Warren JonesChief Information OfficerPillsbury Winthrop Shaw Pittman LLP
<File No.>
RETURN TO MAINRETURN TO MAIN
Agenda
Firm Background ROI: Financial & Productivity Central vs Distributed Architecture Phone System Design
• Core, switches, power, & remote offices
WAN Design & Implementation Consultant vs In-house Resources Training Current & Future Use of Technology Lessons Learned
RETURN TO MAINRETURN TO MAIN
Background
Office (users) 2005 (MBps) 2007 MPLS 2007 VPN
Vancouver (327) 3 MBps 40 MBps 3 MBps
Edmonton (69) 10 20 10
Calgary (44) ADSL 20 1.5
Toronto (74) 10 20 1.5
Montreal (18) ADSL 10 1.5
Yellowknife (6) 1.5 1.5 n/a
Whitehorse (8) 1.0 1.5 n/a
Tokyo (2) 10 Fast n/a
RETURN TO MAINRETURN TO MAIN
Background
Office (users) 2005 ROI
Vancouver (327) Cisco VoIP Existing
Edmonton (69) Analog PBX Trade-in
Calgary (44) Telco Centrex 30 months ($2k/month)
Toronto (74) Building Centrex
18 months ($5k/month)
Montreal (18) Nortel PBX New premises
Yellowknife (6) Analog PBX None
Whitehorse (8) Analog PBX None
Tokyo (2) Digital PBX New premises
RETURN TO MAINRETURN TO MAIN
ROI Financial
Expansion beyond Vancouver implementation Financial:
• Significant recurring cost savings over leased and Centrex systems
• Elimination of long distance toll charges between cities
• Ease of moves, adds, changes saving time and technician call-in
• Standardize routers, phones, dialling procedures, & training
• Office renovations would only require ½ the cabling as phones and network share the same infrastructure
• Cost effective DR
• Reduction in the number and complexity of RightFax servers
RETURN TO MAINRETURN TO MAIN
ROI Productivity
Productivity:
• Extension mobility
• 4-digit dialling between offices
• Single voicemail system
• Multiple area code numbers per phone set
• Standardize phones, dialling procedures, & training
• Simplified foundation for future initiatives
RETURN TO MAINRETURN TO MAIN
Centralized versus Decentralized
CallManager Express (CME) & Unity Express
• Fully independent phone system in each office expense of additional features
• Good option for firms not yet ready to implement a voice quality WAN
• Future implementation of a centralized system with no loss of initial investment
RETURN TO MAINRETURN TO MAIN
Centralized Versus Decentralized
SRST vs CME
• Survivable Remote Site Telephony (SRST) mode = CallManager Express (CME)
Unavailable features in SRST/CME mode
• Conferencing
• Extension mobility
• Call forwarding
• Call parking
• Call accounting
• One touch voicemail access
RETURN TO MAINRETURN TO MAIN
Centralized versus Decentralized
Centralize system with full CallManager and Unity Voicemail:
• Capital Preservation: The existing Vancouver-based CallManager and Unity hardware was capable of supporting all users.
• Business Continuity (BC): It was more cost effective to implement a BC strategy in a centralized environment.
• Integration: In a decentralized model you would not have features such as extension mobility and voicemail forwarding between offices.
RETURN TO MAINRETURN TO MAIN
Phone System Design - Core
“PBX”
• 2 Cisco Unified CallManagers - HP DL360
Voicemail
• Cisco Unity - HP DL360
DR Site:
• CallManager
• Virtualized Unity
Network:
• VLAN voice and data on switches with QoS
Other vendors or Open Source Asterisk
RETURN TO MAINRETURN TO MAIN
Phone Power
Switches with Power over Ethernet (PoE)
• major offices
• enough for phones only
• re-use old switches at edge
• UPS upgraded to match CallManager to maintain phone operation
Power bricks
• smaller offices
• UPS added for key phones
RETURN TO MAINRETURN TO MAIN
Phone System Design - Remote Office
Utilized central CallManager’s and voicemail servers• phone set, switch, and UPS requirements identical to the
Vancouver office. Each office require local phone and fax DIDs. Ensure that phone service un-interrupted if there was a WAN
outage Cisco router (2800 – 3800 series) in each remote office:
• Survivable Remote Site Telephony (SRST) Phone and V-mail failover
• VPN tunnel between offices• Private WAN to Internet VPN failover and failback • QoS tagging for voice priority• PRI voice and fax termination• Analogue modem gateway
RETURN TO MAINRETURN TO MAIN
WAN Design
Cost and availability limited scope of design
MPLS mesh between 5 major offices
Yellowknife, Whitehorse, Tokyo via internet VPN
Mesh VPN for redundancy & low time sensitive traffic: e-mail, intranet, printing
Award contracts to those with different physical infrastructure to minimize single point of failure - last mile issue
RETURN TO MAINRETURN TO MAIN
Quality of Service (QoS)
Ensure voice and video have carpool lane over WAN
VPN links without QoS during failover
QoS Design and Overflow to PSTN
1 MBps=10 concurrent calls
Overflow 11th and subsequent calls to PSTN
RETURN TO MAINRETURN TO MAIN
WAN Implementation
Largely invisible to user
Provisioning times best guess only
Static routes to cut over and back as required
MPLS first then VPN to Tokyo, Yellowkinfe, & Whitehorse via Cisco routers with seamless failover to backup VPN site
Finally mesh VPN links and route low priority traffic over VPN - use what you have
RETURN TO MAINRETURN TO MAIN
Consultant Implementation
Managed every aspect of the deployment
Leverage the expertise of our integrators
Not able to take ownership of the new system - black box
• typically in traditional PBX based systems
No touch maintenance clauses
longer diagnostic and repair times as we would have to call in the integrators for issues and installation of patches which could otherwise be handled in-house.
• new Cisco switches were running IOS
• CallManager and Unity servers were running Windows 2000 Server as the OS and Microsoft Exchange 2000 for voicemail.
RETURN TO MAINRETURN TO MAIN
Hip-to-Hip: Firm Ownership
Hip-to-hip deployment
• integrators worked closely with Cisco certified in-house IT staff
• Integrators implemented, optimized, and documented first remote office
• IT team took ownership of the project and deployed the balance of the offices with the integrators monitoring and assisting as required.
• Model of the router and number of phone in each office being the only variables this process was largely a cut and paste operation
RETURN TO MAINRETURN TO MAIN
Install Workflow
At a high level the steps were as follows:
1. Install new switches in each office
2. Deploy phones to each user
3. Configure Cisco routera. SRST functionality
b. Fax routing
c. Voice routing
d. Long distance routing
e. Analog lines
4. Test failover and failback of WAN
5. Train users and provide hands on testing - KEY
6. Port lines over or move PRI to new system once users are comfortable
7. Retire old system and collect phones
RETURN TO MAINRETURN TO MAIN
User Training
Boardroom demos
Pre-recorded WebEx sessions
Quick reference cards
Pre-train secretaries to support lawyers
Phones already deployed for inter and intra-office use and v-mail setup
Minimized support after cutover
RETURN TO MAINRETURN TO MAIN
Leverage New Infrastructure
Fax server consolidation (3:1)
• Inbound DID Faxing
• Consolidation of RightFax Servers
• Local office PRIs for Fax DIDs
• Routing faxes back to Vancouver & e-mailed to user
RETURN TO MAINRETURN TO MAIN
Leverage New Infrastructure
Cost Recovery
• Centralized cost recovery of fax and phone calls
• Standardization across the firm
Video Conferencing (VC)
• QoS tagging Voice, video (codec better), other
• 4-digit dialing between Tandberg systems and phones
• Webcam and software turns desktop into VC station
RETURN TO MAINRETURN TO MAIN
Future Telephony Possibility
3rd party applications
IP Phones are XML browsers – endless possibilities
Cisco’s IP Softphone
Hands-free Outlook contact dialling
File voicemail into the DMS
Firmwide or targeted broadcast messages (e.g. outages, weather, bulletins, stock quotes) on phone displays
Paging system
WiFi Phones for meeting areas
RETURN TO MAINRETURN TO MAIN
Lessons Learned
Find a good implementer with extensive experience and knowledge of both voice and data systems
Ensure you have provisions with the implementer and train techs to avoid “black box” systems
Buy support directly from the vendor, not the implementer
Stick with the local incumbent Telco to reduce delays and complexity for phone services
Track WAN uptime to ensure Service Level Agreements are met
RETURN TO MAINRETURN TO MAIN
Lessons Learned 2
Get physical data paths from your WAN provider and perform periodic audits to ensure traffic takes the most direct route
Setup one office first and wait until everything matures before expanding
Patch Cisco products only if there is an identified fix as features and functionality can be removed between patches
Telco install/provisioning dates are best guesses ILTA Voice and Data Communications Whitepaper -
http://www.iltanet.org/communications/pub_detail.aspx?nvID=000000011205&h4ID=000000872605
DAVIS LLP and the DAVIS LLP logo are trade-marks of Davis LLP, © 2007 Davis LLP, all rights reserved. Unauthorized copying, distribution and transmission is strictly prohibited.
RETURN TO MAINRETURN TO MAIN
IPT Implementation and the RFP Process
Dean LeungDirector of Information TechnologyDavis LLP
Warren JonesChief Information OfficerPillsbury Winthrop Shaw Pittman LLP
<File No.>