04/10/23 1

Vocabulary Test

1. IP2. PBX vs.Centrex3. Switch 4. Router5. PSTN connection6. POTS line

7. T-1 circuit 8. QoS9. XML10. IVR/ACD11. Voice Mail vs. UM12. Firewall

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Trends in IP Telephony

IP Telephony Deminar

Implementing the 21st Standard Voice Solution

IP Telephony Deminar

Implementing the 21st Standard Voice Solution

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Agenda

Trends in Tech/Spending 4-8 Old School 7-10 IP Telephony Introduction 11-19 Lunch Cost issues: 20-24 Application Benefits: 25-37 DEMO and choices: 38-42 Why Cisco and PNC 43-48 Next Steps : 49

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Total Cost of Ownership

How much does the solution I have really cost?– Answer it with an assessment

How much does the new one really cost?– Answer it by a study of the cost over the life of the

solution.

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Current economic conditions demand a “back to basics approach” and accelerated payback on any IT investment.

– 80% of enterprises now require some form of ROI analysis* When making network investment decisions, companies can

no longer evaluate voice, video and data networks separately.

– Their investment decisions must lower the overall cost of network ownership including infrastructure and ongoing operational costs

We need more features to compete, but we can’t increase the Cost of Ownership.

* Source: CIO Magazine Custom Study

Lower Cost of “Network” Ownership

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Lower Cost of “Network” OwnershipA converged voice, data and video network

reduces ongoing network administration and support costs.

–Improved productivity of network support staff• 10-40% productivity improvement post data/voice convergence• Shifts IT staffs focus from administrative to value-added

–Consolidated voice and data help desk–Improved productivity of administration staff (allow call volume to be shared between sites, allow remote sites to back each other up)

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Story:

Abercrombie and Fitch

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Data Networking Trends

IP Based. Deployed to remotes and work at home employees. Remote management is expected. Scalability is normal. New solutions usually require a single new device. Not considered overhead: Source of revenue.

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Data and Voice – Separate Historically

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PBX Components

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PBX cabinet

Processor Card(s)Processor Card(s)

TDMBackplane

TDMBackplane

Trunk CardTrunk Card PSTN

Digital Line CardDigital Line Card

Digital Line CardDigital Line CardProprietary

Digital Phones

Analog Line CardAnalog Line CardAnalog Devices

Trunk CardTrunk Card Applications

VoiceMail/IVR etc

Limited Slots

Limited Channels

Limited Capacity

PBX LimitationsSAME LIMITATIONS APPLY

TO PBX’S WITH IP TELEPHONE OPTIONS

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Weaknesses - PBX Systems

Proprietary-only the vendor made changes. Not intelligent-moves, deletes and adds weren’t

automatic. Requires second dedicated network, doubling

cabling costs. Does not interface with data easily Separate thought, budget, planning considerations. More Vendor complexity - who do we call if…

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IP Telephony-The Basics

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IP Telephony-Calling Out of Net

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IP Telephony-Adding Data

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IP Telephony-Multi-Site - Save $$$

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How it works

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QoS-Quality of Service

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Story:

City of Sacramento

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Cisco’s IP TelephonyIssues: Cost and Applications

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IP Telephony Cost issues

The single greatest reason people migrate to IP Telephony is the perceived cost savings

The single greatest reason people don’t migrate to IP Telephony is the perceived cost.

What are the real issues

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IP Telephony – Cost savings

Less cable runs Remote office deployment

is easy and fast Users support themselves,

reducing support costs Single phone system, for

enterprise, not one per location, per vendor

Reduce interoffice calling costs

Reduced MAC costs Fax, voice mail and email

in one box, reducing server requirements and needs

No high priced staff to maintain

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General ROI Findings

The range of observed paybacks falls between immediate to 4 years with the average being approximately 16 months.

The principle ROI drivers are determined by a customer’s own unique circumstances, however we have seen some consistent ROI trends.

Rapid Payback ScenariosRapid Payback Scenarios Variables Effecting Speed of PaybackVariables Effecting Speed of PaybackNew facility

End-of-life for existing PBX in conjunction with a planned data network upgrade

Multiple branch offices converting to a centralized call processing model

Centrex Replacement

Speed of Migration

Remaining lease life on PBX

Extent of data upgrade

Ability to quantify strategic value of converged network

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Success Story: Burger King

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Cisco’s IP Telephony:Applications

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Core Applications

Conferencing-on and off net Unified messaging: fax, email and vm in one

location Personal Assistant-call screening IPCC Express-call center XML-lots of stuff here.

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IP Telephony Benefits

Calls can come in from any site to any site

More PSTN redundancy than traditional PBX systems

IP

IP

IP

IP IP

ANY IP

WAN

PSTN

PSTN

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IP Telephony Benefits

True Computer Telephony Integration Call control and setup from the PC. ANYBODY can develop programs to interface to the

phone system. Softphone, web consoles, Outlook click-to-dial.

+

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Many Phone Options

Low cost one-line phones

• Web-enabled 2 and 6 line phones • Phone Expansion Modules

• Conference phones

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7920 Wireless phones–Works with 340, 350 and 1200 series Access Points–Range of up to 1000 feet outdoors–Range of up to 300 feet indoors.–Features like 7960.

Wireless Phones

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IP Telephony Benefits

Features beyond most PBXs

Web configuration options for admin & users Meet-me conference calling List of missed/received/placed calls Searchable directories right on the phone Integration to PC software (ie Outlook) 99 personal speed dial entries Distinctive rings Music on hold: 50 streams, per line configurable On line help right on the phone Create your own features with open interfaces + many more – INCLUDED WITH BASE SYSTEM

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Visiting User Logged onto Phone (x5000)

7960

IP WANIP WAN

Central Site

Extension Mobility Log onto any 7940/7960 in a CM

cluster to get your extension and productivity services

Extension, services, class of service restrictions applied to phone

Login modes–auto-logout other phones–keep login on other phones

Logout modes–explicit logout at phone–timed logout

IP Phone Services

Web Server

LDAP Directory

Branch Office

User’s Office IP Phone 7960 (x5000)

IP LANIP LAN

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• • Directory Assistance (411) & Yellow Pages (LSSI)Directory Assistance (411) & Yellow Pages (LSSI)

• • Vytek’s Supply Chain solution & Time & Attendance solution Vytek’s Supply Chain solution & Time & Attendance solution

• • Weather, CNN Headlines, Stock Quotes, Time of Day RingingWeather, CNN Headlines, Stock Quotes, Time of Day Ringing

• • Netcom's IP Transportation Information Management SystemNetcom's IP Transportation Information Management System

• • Calendar & calculatorCalendar & calculator

• • Sentinel's I.Q. for EducationSentinel's I.Q. for Education

• • Calence's Hospitality SolutionCalence's Hospitality Solution

• • Network Data Systems Palm2CIPPNetwork Data Systems Palm2CIPP

• • Circata's Contact Manager & Conference Room ReservationCircata's Contact Manager & Conference Room Reservation

• • WebBASIS' Digital Desktop "One Number" SystemWebBASIS' Digital Desktop "One Number" System

• • Dimention Data's Call tracking, client billing, call authorizationDimention Data's Call tracking, client billing, call authorization

and IP Phone Mgt and IP Phone Mgt

•• AAC's K-12 apps, surveys, instant messaging to the phonesAAC's K-12 apps, surveys, instant messaging to the phones

•• CheckMate's business dashboardCheckMate's business dashboard

• • Directory Assistance (411) & Yellow Pages (LSSI)Directory Assistance (411) & Yellow Pages (LSSI)

• • Vytek’s Supply Chain solution & Time & Attendance solution Vytek’s Supply Chain solution & Time & Attendance solution

• • Weather, CNN Headlines, Stock Quotes, Time of Day RingingWeather, CNN Headlines, Stock Quotes, Time of Day Ringing

• • Netcom's IP Transportation Information Management SystemNetcom's IP Transportation Information Management System

• • Calendar & calculatorCalendar & calculator

• • Sentinel's I.Q. for EducationSentinel's I.Q. for Education

• • Calence's Hospitality SolutionCalence's Hospitality Solution

• • Network Data Systems Palm2CIPPNetwork Data Systems Palm2CIPP

• • Circata's Contact Manager & Conference Room ReservationCircata's Contact Manager & Conference Room Reservation

• • WebBASIS' Digital Desktop "One Number" SystemWebBASIS' Digital Desktop "One Number" System

• • Dimention Data's Call tracking, client billing, call authorizationDimention Data's Call tracking, client billing, call authorization

and IP Phone Mgt and IP Phone Mgt

•• AAC's K-12 apps, surveys, instant messaging to the phonesAAC's K-12 apps, surveys, instant messaging to the phones

•• CheckMate's business dashboardCheckMate's business dashboard

Many XML Applications Available (3rd Parties)

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XML: Stories of Success

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IP Telephony - Features & Benefits

Allow mobility-next slide Enable knowledge sharing Instant messaging on

phones Remote office deployment

is easy and fast BE LIKE DATA-Add call

center with a single device, not a new solution

Users support themselves

Single phone system, for enterprise, not one per location, per vendor

Fax, voice mail and email in one box

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IP Telephony Benefits w/ Voice Mail

Features beyond most VM systems

Direct MS Exchange integration. Per user configurable VM menu customization. Per user message notification via phone/page/etc. Per user transfer options. Easy to configure custom menus. Direct integration to LDAP directories. Unlimited growth. Optional Unified Messaging (VM, Email, Fax).

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Optional FeaturesConference Connection

• Audio conference server with web interface

• Supports up to 100 ports

Personal Assistant

• Voice enabled dialing, VM control, conferencing

• Route calls by user-defined rules

Time of day, Calendar, CLID

• Forward calls to user-defined phone numbers

Single number, Series of numbers

• Screen your calls

Select which calls to accept in real time

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Optional FeaturesIVR and ACD (IP/IVR and ICD)• Queue calls and route to proper agents• Up to 60 virtual ports per server• Easy to use call-flow GUI administration

IPCC – Full Call Center Solutions• Multisite, multi-skill call routing• Scalable to 100s and 1000s of

agents• Advanced CallCenter features like

popup-windows, monitor, record, chat

• Agent and manager controls• Extensive reporting

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Demonstration

IP Phone to IP Phone call. Failover demonstration. IP Phone to PSTN (if available). Unity Demo. Services. Music on Hold. User Interface via Web Browser.

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Types of Solutions

1) Enterprise2) Small to Medium Business3) Entry level/transition solution

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Enterprise Solution:

Call Manager: 7835 and up Each core component is on

separate HW Can use either Cisco, Compaq or

IBM HW Scales up to 10,000 users in a

cluster Interoperability with current

system and voice mail

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Solution 2: ICS 7750

Everything in one box: Small to Medium Business– Redundant call managers.– Unity voice mail, with unified messaging.– Router for PSTN connectivity.– Supervisor module.– Redundant power supplies and Ethernet available.– Just add phones and switching.– Starts at $15,000 + phones + services.

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Entry/Transition Level

ITS-runs on a 2600 or 1700 series router Acts like a key system, but also has auto-attendant

and voice mail. Very inexpensive Max users is 48.

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Why Cisco:

Market Share. See next slides Strength of Company. Leader in everything that they do. Customer service is best in industry. Footprint of Installs, locally. Next Slide…

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WW IP Phone Units Market Share Q4 CY’2002

Source: Synergy 1/03

Cisco #1 4Q02

Alcatel8.7%

Avaya5.9%

Cisco50.0%

Mitel9.9%

3Com9.1%

Nortel7.3%

Siemens2.2%

All Others6.8%

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Total Enterprise VoIP Revenue CY’2002

Source: Synergy 1/03

Cisco #1 CY02

Alcatel4.1%

Avaya8.1%

Cisco54.3%

Mitel4.6%

3Com5.1%

Nortel6.5%

All Others17.3%

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Global CustomersCisco, of course (large campuses of 10s of thousands of users, 100s of offices)

Dow Chemical (40,000 phones - in progress)http://newsroom.cisco.com/dlls/prod_043001_print.html

Merrill Lynch (1000s of phones - more coming)http://www.fastcompany.com/online/51/merrill.html

British Telecom's Managed Service (1000s)http://www.ignite.com/internetservices/voip/voip_mm_overview.html

New Zealand Dept of Social Welfare (8000) http://newsroom.cisco.com/dlls/fspnisapida24.html

Datekhttp://www.cisco.com/warp/public/345/afm/smartstart/images/banners/Datek_Profile_4c_2.pdf

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Local Customers

Blackbaud Software, Bosch, Durham Public Schools, Charlotte Latin, ChapelHill/Carboro Schools, Central Carolina Bank, College of Charleston, CPS, Craven County GVT, Dakor, Dick Smith Automotive, Entegra, Florence Darlington-TEC, General Engineering Labs, Highland Schools, IDI Construction, Johnston County, LSSi, MediaOcean, Meredith College, Mitsubishi, Marine Federal Credit Union, National Furniture, NetEffect, Nordfab, Odell Architechs, PTI, Raleigh Neurology, Richland County Schools, Triangle Red Cross, Tompkins, SGL Carbon, SNL Securities, Sparkfly, Sunguard, Synchrologics, Swifty Serve, UCB Chemicals, UG bank, Webtone, Wilson Cooke, Zeus + many more

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Why PNC

Only one of a handful of partners who are IP Telephony certified - requires 31 exams!

Only NC Based partner….everyone else must fly in engineers, installers and support staff.

Had the first install in Charlotte, and, for awhile, the largest install.

Methodology-complete care for life of solution.

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Next Steps

PNC/Cisco Visit.– At your facility– Get acquainted– Determine possibility of a fit

ROI Analysis.– What would provide best business return

Network Evaluation and Project Plan.