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IP Telephony on the Statewide IP Telephony on the Statewide Network Network Seitel Leeds & Associates Seitel Leeds & Associates June 23, 2004 June 23, 2004
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IP Telephony on the Statewide IP Telephony on the Statewide NetworkNetwork
Seitel Leeds & AssociatesSeitel Leeds & Associates
June 23, 2004June 23, 2004
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 22
AgendaAgenda
IntroductionIntroduction
WhyWhy put IP telephony (IPT) on the statewide network? put IP telephony (IPT) on the statewide network?
WhatWhat is the statewide network? is the statewide network?
HowHow can IPT be placed on the statewide network? can IPT be placed on the statewide network?
ShouldShould I use IPT on the statewide network? I use IPT on the statewide network?
FirstFirst steps? steps?
WhenWhen can IPT be placed on the statewide network? can IPT be placed on the statewide network?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 33
IntroductionIntroduction
Frank LeedsFrank Leeds
– 1990: co-founded Seitel Leeds; serve as Principal 1990: co-founded Seitel Leeds; serve as Principal and CTOand CTO
– 25 years of IT experience25 years of IT experience
– Helped design statewide networkHelped design statewide network
– Have worked with IPT since 1996Have worked with IPT since 1996
– Wrote the DIS VoIP Assessment FrameworkWrote the DIS VoIP Assessment Framework
– Provide process and IT technology consulting for Provide process and IT technology consulting for a variety of government, education and private a variety of government, education and private clientsclients
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 44
Why Consider IP Telephony?Why Consider IP Telephony?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 55
Reasons for IPTReasons for IPTCompelling voice applicationCompelling voice application– Multi-media (IM/Web/email/voice) contact centerMulti-media (IM/Web/email/voice) contact center
– Converged connections (anytime/anywhere, Converged connections (anytime/anywhere, mobility)mobility)
Potential savings via converged transportPotential savings via converged transport– Voice, video, and data over single WAN transportVoice, video, and data over single WAN transport
Vendors are moving from TDM to IPTVendors are moving from TDM to IPT– E.g. Avaya, NEC, Nortel have all announced IP E.g. Avaya, NEC, Nortel have all announced IP
focusfocus
End-of-Life (EOL) for voice equipmentEnd-of-Life (EOL) for voice equipment
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 66
Reasons for IPTReasons for IPT, continued, continued
““Other” reasonsOther” reasons
– Vendor discounts for infrastructure swap outVendor discounts for infrastructure swap out
– Potential reduction in staffPotential reduction in staff
– Reduction in operational costsReduction in operational costs
– Reduction in long distance costsReduction in long distance costs
– Regional trunk consolidationRegional trunk consolidation
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 77
GlossaryGlossaryACD ……ACD ……
ATM ……ATM ……
Centrex …Centrex …
CO ……CO ……
DCS ……DCS ……
FR ……FR ……
H.320 ……H.320 ……
HVAC ……HVAC ……
ISDN ……ISDN ……
IVR ……IVR ……
IPT ……IPT ……
KSU ……KSU ……
MPLS …… MPLS ……
QoS …… QoS ……
PBX ……PBX ……
PRI ……PRI ……
SONET ……SONET ……
SGN ……SGN ……
TDM ……TDM ……
Tie-Line …Tie-Line …
Trunk …… Trunk ……
VoIP ……VoIP ……
Automatic Call DistributionAutomatic Call Distribution
Asynchronous Transfer ModeAsynchronous Transfer Mode
Carrier managed telephony systemCarrier managed telephony system
Central OfficeCentral Office
Digital Cross Connect SystemDigital Cross Connect System
Frame RelayFrame Relay
ISDN videoISDN video
Heat, ventilation, air conditioningHeat, ventilation, air conditioning
Integrated Services Digital NetworkIntegrated Services Digital Network
Integrated Voice ResponseIntegrated Voice Response
IP TelephonyIP Telephony
KeySet Unit KeySet Unit
Multi-protocol Label SwitchingMulti-protocol Label Switching
Quality of Service Quality of Service
Private Branch eXchangePrivate Branch eXchange
Primary Rate Interface (ISDN digital trunk)Primary Rate Interface (ISDN digital trunk)
Synchronous Optical NetworkSynchronous Optical Network
State Governmental NetworkState Governmental Network
Time Division MultiplexingTime Division Multiplexing
Trunk between two voice systemsTrunk between two voice systems
Circuit that carries voice trafficCircuit that carries voice traffic
Voice over IPVoice over IP
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 88
What is the Statewide What is the Statewide Network?Network?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 1010
Statewide NetworkStatewide Network
SGN, IGN, and PGN w/ firewall segmentingSGN, IGN, and PGN w/ firewall segmenting
Carrier circuits – SONET, DS3, DS1, Ethernet Carrier circuits – SONET, DS3, DS1, Ethernet (10/100/1000 Mbps)(10/100/1000 Mbps)
Regional aggregation (NW, NC, E, SW, Oly)Regional aggregation (NW, NC, E, SW, Oly)
Voice (TDM), video (H.320), and routed data Voice (TDM), video (H.320), and routed data (TCP/IP, some other protocols)(TCP/IP, some other protocols)
Newer MPLS overlay, ATM aggregation of Newer MPLS overlay, ATM aggregation of Frame Relay circuitsFrame Relay circuits
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 1111
Data Network CharacteristicsData Network Characteristics
Redundant SONET long-haulRedundant SONET long-haul
MPLS/ATM layer 2 for additional redundancy MPLS/ATM layer 2 for additional redundancy and securityand security
Redundant and diverse circuits (both path Redundant and diverse circuits (both path and entrance facilities)and entrance facilities)
Carrier class facilities – HVAC, power, Carrier class facilities – HVAC, power, security, 7x24 staffingsecurity, 7x24 staffing
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 1313
Voice Network CharacteristicsVoice Network Characteristics
Managed PBX facilitiesManaged PBX facilities
SCAN service (long distance)SCAN service (long distance)
Billing servicesBilling services
Redundant and diverse circuits (both path Redundant and diverse circuits (both path and entrance facilities)and entrance facilities)
Carrier class facilities – HVAC, power, Carrier class facilities – HVAC, power, security, 7x24 staffingsecurity, 7x24 staffing
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 1414
Network Size (Estimated)Network Size (Estimated)
1,000+ institutional sites supported1,000+ institutional sites supported
120,000+ SCAN accounts managed120,000+ SCAN accounts managed
26,000 PBX lines/handsets supported26,000 PBX lines/handsets supported
23,000 lines of Centrex managed23,000 lines of Centrex managed
500,000+ workstations use the network daily500,000+ workstations use the network daily
30+ GB to the Internet on daily average30+ GB to the Internet on daily average
100,000+ email transactions daily average100,000+ email transactions daily average
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IPT on the StatewideNetwork…
HOW?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 1717
IPT Nirvana?IPT Nirvana?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 1919
Basic IPT IssuesBasic IPT IssuesNeed voice skills (they don’t go away!)Need voice skills (they don’t go away!)
Need local dial tone (extended dialing area)Need local dial tone (extended dialing area)
Need local 911 or E911 accessNeed local 911 or E911 access
Need quality of service (QoS) and call admission control Need quality of service (QoS) and call admission control (CAC) in both agency and statewide network links(CAC) in both agency and statewide network links
Need to support current call flow – dial plan, long Need to support current call flow – dial plan, long distance, speed dials, 800 service, IVR/ACD applicationsdistance, speed dials, 800 service, IVR/ACD applications
Need to handle firewalls in data circuitsNeed to handle firewalls in data circuits
Need trunking analysis to support IPT voice callsNeed trunking analysis to support IPT voice calls
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2020
IPT on Statewide NetworkIPT on Statewide Network
Low hanging fruitLow hanging fruit
– Converged transportConverged transport
– IP CentrexIP Centrex
Further outFurther out
– DIS IPT-managed servicesDIS IPT-managed services
– Statewide IPT supportStatewide IPT support
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2121
Converged TransportConverged Transport
WhatWhat
– Aggregate LD SCAN and data circuits into single Aggregate LD SCAN and data circuits into single set of transportset of transport
– Provides more efficient use of regional transport Provides more efficient use of regional transport and potential cost savingsand potential cost savings
NeedsNeeds
– QoS on regional WAN (agency and carrier)QoS on regional WAN (agency and carrier)
– LD SCAN IP gateway or connection (DIS)LD SCAN IP gateway or connection (DIS)
– QoS on statewide network (DIS)QoS on statewide network (DIS)
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2222
IP CentrexIP CentrexWhatWhat
– Local dial tone over IP at small branchLocal dial tone over IP at small branch
– More features per phoneMore features per phone
– Integrated dial plan (possibly)Integrated dial plan (possibly)
– 911 support911 support
NeedsNeeds
– Vendors willing to place IPT in their regional Vendors willing to place IPT in their regional central offices (Vendor/DIS)central offices (Vendor/DIS)
– Co-location facilities from WAN vendors to IP Co-location facilities from WAN vendors to IP Centrex vendorsCentrex vendors
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2424
Wait! – I want to eliminate SCAN Wait! – I want to eliminate SCAN long distance charges!long distance charges!
Provides statewide dial planProvides statewide dial plan
– Do you want to manage a dial plan of that scale?Do you want to manage a dial plan of that scale?
Manages accounts and billing for all of SCANManages accounts and billing for all of SCAN
– Do you want to manage the “soft” side of LD?Do you want to manage the “soft” side of LD?
Larger market basket for IXC circuitsLarger market basket for IXC circuits
– All things being equal – IPT operational costs, All things being equal – IPT operational costs, potentially higher WAN costs for IPT, dial plan potentially higher WAN costs for IPT, dial plan upgrade – can you really get a lower true cost upgrade – can you really get a lower true cost than SCAN?than SCAN?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2525
Should I Put IPT on the Should I Put IPT on the Statewide Network?Statewide Network?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2626
ObservationsObservationsor “Your mileage may vary!”or “Your mileage may vary!”
Reasons for: Reasons for:
– Maturing marketMaturing market
– Multimedia contact Multimedia contact centerscenters
– Vendors are moving to Vendors are moving to IPTIPT
– EOL equipmentEOL equipment
data upgradesdata upgradesvoice upgradesvoice upgrades
– Job requirementsJob requirements
mobile staffmobile staffsales/marketingsales/marketing
Difficulties: Difficulties:
– True recurring service True recurring service savings are hard to savings are hard to quantifyquantify
– Support can be more Support can be more complex than anticipatedcomplex than anticipated
– Operational savings are Operational savings are difficult to quantifydifficult to quantify
– Carriers not yet ready Carriers not yet ready (QoS, traffic routing)(QoS, traffic routing)
– Internet transit really not Internet transit really not viable!viable!
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2727
What are My First Steps?What are My First Steps?
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2828
First StepsFirst StepsReview and understand your cost and service Review and understand your cost and service allocations by physical regionallocations by physical region– VoiceVoice
Carrier services (analog/digital, DID, 800, LD)Carrier services (analog/digital, DID, 800, LD)Messaging services (VM, unified msg., announcements)Messaging services (VM, unified msg., announcements)Applications (IVR/ACD, call center)Applications (IVR/ACD, call center)Intercom supportIntercom supportAlarms and other special circuitsAlarms and other special circuits
– WANWANTie-linesTie-linesData circuitsData circuits
– DataDataSwitching/routingSwitching/routingMessagingMessagingDirectory services (AD/LDAP)Directory services (AD/LDAP)
– EnvironmentalEnvironmentalPowerPowerHVACHVAC
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 2929
First StepsFirst Steps, continued, continued
Interview your CUSTOMERS (they pay)Interview your CUSTOMERS (they pay)
– Features/functionality that must migrate to new Features/functionality that must migrate to new systemsystem
– New features/functionality they need/wantNew features/functionality they need/want
Set life/safety thresholdsSet life/safety thresholds
– e.g., IP phones must have 2/4/8/24 hrs of power e.g., IP phones must have 2/4/8/24 hrs of power (drives UPS costs in the wire closets)(drives UPS costs in the wire closets)
– PSAP dB updates (how mobile will your staff be?)PSAP dB updates (how mobile will your staff be?)
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 3030
First StepsFirst Steps, continued, continued
Understand your CALL FLOWSUnderstand your CALL FLOWS– Where do calls go today?Where do calls go today?
– Will that really change with IP telephony?Will that really change with IP telephony?
Select a representative manufacturerSelect a representative manufacturer
Design a system at the 10,000 ft levelDesign a system at the 10,000 ft level
Collect the costsCollect the costs– Call processing, handsets, intercom, E911, Call processing, handsets, intercom, E911,
conferencing, UPS/power, WAN, voice circuits, data conferencing, UPS/power, WAN, voice circuits, data upgrades, training, operational tools, design, upgrades, training, operational tools, design, implementation, PM, cost of money, maintenance, implementation, PM, cost of money, maintenance, supportsupport
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 3131
Full Scale IP Tel CostsFull Scale IP Tel Costs
$
Time
Today’s V+D $
Today’s D $
Today’s V $Hoped forconverged $
$
Time
Probable RealConverged $
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 3232
When ->TimingWhen ->Timing
DIS will let RFX for small IPT systems this summerDIS will let RFX for small IPT systems this summer
DIS plans to offer IP Centrex services during 4DIS plans to offer IP Centrex services during 4thth quarter 2004 assuming adequate demand.quarter 2004 assuming adequate demand.
DIS is conducting domain of change project to prep DIS is conducting domain of change project to prep organizationally, operationally, and technically for IPTorganizationally, operationally, and technically for IPT
Looking for ways to integrate SCAN LD into IP network Looking for ways to integrate SCAN LD into IP network during 1during 1stst quarter 2005 quarter 2005
June 23, 2004June 23, 2004 Seitel LeedsSeitel Leeds 3333
Questions?Questions?
Frank [email protected]
www.sla.com
Thank You
