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Voice: The network ‘killer app’?
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 2
Chris Malone, Director of TelecommunicationsUniversity of North Carolina at [email protected]
Chuck Curry, Associate Vice Chancellor, Technology Planning
University of North Carolina at [email protected]
Converged Campus Voice Services
(Not just dial tone)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 3
Agenda Definitions Voice at UNCG Voice applications (features) Voice as a network application The coming convergence Panel discussion
Converged Campus Voice Services
(Not just dial tone)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 4
Definitions
Converged Campus Voice Services
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 5
Definitions
The art and science of “communicating” over a distance by telephone, telegraph and radio. The transmission, reception and switching of signals, such as electrical or optical, by wire, fiber, or electromagnetic (i.e., through-the-air) means.
Newton’s Telecom Dictionary
Telecommunications –
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 6
Definitions
1. A measure of the clarity of a color monitor. A measure of how closely the red, green and blue guns in a monitor track each other when drawing color image. The other measures are focus and dot pitch.
Newton’s Telecom Dictionary
Convergence
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 7
Definitions
“Conventional wisdom holds that convergence – the gradual blurring of telecommunications, computers and
the Internet – is primarily about technology and the inevitable clash of voice and data networks. But that
narrow viewpoint misses the bigger picture … Convergence is about the way we work – even behave.
Our public voice network will become the public multimedia network … with such a robust and ubiquitous network … we will always be on line. And that will let us
develop applications we can’t even dream of today.” 1998 - Richard Notebaert, CEO, Ameritech
‘Converged’ Telecommunications
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 8
Voice 101: Voice Call Characteristics
Two Way, Full Duplex(simultaneous – send and receive)
Time sensitive, i.e., no latency (voice engineered to < 400ms round trip)
Symmetric (TDM, send/receive at the same speed)
Relatively low bandwidth requirements(G711 @ 64Kbps is toll quality voice)
Reliable Secure
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 9
Voice at UNCG
Converged Campus Voice Services
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 10
UNCG Telecommunications (Telephone Services)
“Serving the Campus Community, one call at a time.” Eleven employees (local staff) who provide voice services and
products to over 2500 faculty/staff employees and 4000 resident students located in 70+ buildings across the UNCG campus.
Receives no direct state operating funds (auxiliary). Services include; operator services, voice services help desk
(trouble calls), detailed service billing, support and maintenance of voice services and hardware (phone moves/add/changes, voice/data wiring, voice mail administration, training, ACD systems) as well as voice system design and project management to support new construction and renovations.
UNCG does not own a private phone system (PBX). The University purchases Centrex local and AT&T long distance services through the Information Technology Services (ITS) state master contract.
BellSouth
Central Campus (Spring Garden)
Jan 2004 - UNCG Campus Core Telecommunications Network (Centrex - Physical Connections)
Becher-Weaver(Oakland Ave)
Warehouse-TSV (Oakland Ave)
Eugene StCO (DMS100)
Ashland StCO (DMS100)
315-xxxx315-xxxx256-xxxx (OPX-mileage)334-xxxx (OPX-mileage)
5300 lines
~70 buildings
334-xxxx256-xxxx
30 l
ine
s
100
lines
Mossman BldgAvaya (Octel)
Voicemail
State Agencies
NC A&T University
60 li
nes
VM
6 lin
es V
M(m
ileag
e)SMDI Circuit
# of lines?
# of l
ines
?
6 lines VM (mileage)
SM
DI C
ircuit
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 12
Voice at UNCG (by the numbers)5778 - Total UNCG voice lines, broken down as follows
…
3255 - Individual Faculty/Staff lines - Included in this total are:
1492 - Analog lines1611 - Digital lines (p-Phone)10 - ACD groups with 100 ACD agent positions
270 - Departmental lines (main numbers) 240 - Fire/Security/Elevator/Emergency/Courtesy
lines 168 - Fax lines 152 - MADN (Multiple Appearance Directory
Numbers)22 - Toll Free Numbers
2523 - Individual Student lines (analog)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 13
Voice applications (features)
Converged Campus Voice Services
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 14
Basic voice features
Voice Applications (features)
Hold Transfer Conference ** Forward ** Caller ID Redial Message Waiting
Speed Dial
Music On Hold Autodial** - multiple options
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 15
Other common voice features
Voice Applications (features)
Intercom/Paging Multiple Appearances**
Call Pickup** Call Waiting Hunt groups** Call Block Distinctive Ringing**
Call Park
** - multiple options
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 16
When someone dials 911 from a campus phone, what is
transmitted to the Public Safety Answering Point (PSAP)?
Campus Emergency Calls (911)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 17
Traditional voice vendors have hundreds of features. For example, Avaya lists: 30+ Basic Call features 40+ Attendant (Operator) features 70+ ACD/CTI features 20+ PSTN Trunking features
Voice Applications (features)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 18
Centrex has hundreds of USOC’s (Universal Service Ordering Codes) for features
UNCG uses over 150 voice feature/equipment billing codes
Voice Applications (features)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 19
Voice as a network application
Converged Campus Voice Services
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 20
Voice and data fit together?
BurstyBursty GreedyGreedy Drop InsensitiveDrop Insensitive Delay InsensitiveDelay Insensitive TCP RetransmitsTCP Retransmits
Smooth Benign Drop Sensitive Delay Sensitive UDP Best Effort
vs.
DataData VoiceVoice
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 21
Switch modernization and Power
Quality of Service (QoS) Failover/Redundancy Reliability/Security
Voice as a Network Application
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 22
How many Ethernet switches do you have? What version IOS? Will they all be powered?
(future PoE uses?)
Cost/size of UPS – Generators? Power/HVAC in telecom rooms? How long to keep phones up?
Switch modernization and Power
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 23
What is QoS?The ability of networks to guarantee and maintain certain performance levels for each application according to the needs of each user.
Quality of Service
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 24
QoS-Elements That Affect End-to-End Delay
Campus Branch Office
CallManagerCluster
SRSTrouter
IP WAN
PSTN
25 ms25 ms
CODECCODEC
VariableVariable
QueuingQueuing
VariableVariable
SerializationSerialization
VariableVariable
PropagationPropagation& Network& Network
20-50 ms20-50 ms
Jitter BufferJitter Buffer
End-to-End Delay (Must be < 150-200 ms)End-to-End Delay (Must be < 150-200 ms)
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 28
Building a Campus NetworkMulti-layer Network Design
Call manager server farmCall manager server farm
DistributionLayer 3
DistributionLayer 3
CoreLayer 3
CoreLayer 3
AccessLayer 2AccessLayer 2
DistributionLayer 3
DistributionLayer 3
AccessLayer 2AccessLayer 2
= L3 Links= L2 Links
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 30
Reliability/Security
Layer redundancy
Testing and monitoring
Encrypted voice and call control streams
Vulnerabilities of the voice/network devices
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 31
Convergence …coming to a campus near you…
(eventually).
Converged Campus Voice Services
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 32
Convergence – Driving Factors
Single network infrastructure Simplified move/add/change Multimedia applications
“Call Me” links Point and click dialing Presence Unified Messaging Voice/video conference
Telework/Telecommuting
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 33
Ebay buys Skype for $2.6B Vonage – one million lines and
growing AOL announces VoIP service Google announces VoIP plan Microsoft acquires Teleo WiFi/Cellular convergence
Convergence … all aboard!
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 34
“Cisco has sold four million IP phones and the installed base of enterprise phones in the world is approximately 400 million”
Mark Lambert, Cisco Product Marketing Director
“[Traditional voice] is like electricity, I already have electricity. It works. Why would I buy this new electricity?”
Chris Malone, 10/3/05 Voice Report
Whoa! Slow down there, buddy!
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 35
Convergence …coming to a campus near you…
(eventually).
Converged Campus Voice Services
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 36
Converged Campus Voice Services
Panel Discussion Rob Hudson, Director, Network Services
East Carolina [email protected]
Tom Lamb, Director of IT InfrastructureUniversity of North Carolina at [email protected]
Greg Sparks, Director of Communication TechnologiesNorth Carolina State [email protected]