+ All Categories
Home > Technology > Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Date post: 21-Oct-2014
Category:
View: 187 times
Download: 2 times
Share this document with a friend
Description:
Case Study of Dell's journey of deploying Lync as a PBX reaplcement platform
Popular Tags:
56
Transcript
Page 1: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync
Page 2: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Michael PrzytulaManaging Director – UC&C ServicesDell

Walking our Talk–How Dell is Deploying an End-to-End UC Environment with LyncPTNR106

Page 3: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

About us

Employees

~150,000

Office locations

413

Telephone extensions

273,000+

Page 4: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Our UC journey

Page 5: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

This story began in Texas14,000+ extensions8 buildings

The Nortel SL-100 began powering our Round Rock campus in the 90’s

Use tiles only if there is content such as text or photos and not for decoration

Page 6: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Nortel SL-100 Architecture

Page 7: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

• New office, new PBX• Lacked central control • Costs were high

..and Dell went global

A single, world-wide7 digit dial plan!

Page 8: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Challenge#1Replace the SL-100

Page 9: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Where to next?Voice over IP was needed to drive down costCisco was the market leader however….OCS 2007 R2 IM/P was already deployed world-wideVoice over IP

Scale Already owned

Already deployed

Minimal Addition CAPEX

Page 10: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

• Campus-wide deployment in 2008• All information workers • Contact Centre agents were excluded

• USB headsets replace the handset• Voicemail moved to Exchange 2007 • We saved a bundle of $$$$• PBX replacement• Handsets• Voicemail

OCS 2007 R2 Enterprise Voice

Page 11: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

• Develop and support a unified vision• Dedicate resources from all departments• Begin with the end in mind • Plan the overall architecture then determine how to get there.

• Iterative release deployment • Deploying all features at once will be difficult to manage.

• Executive support and buy-in• Frequent customer and stakeholder communication

• Plan for QoE monitoring, redundancy, and simplicity

..and we learnt some valuable lessons

Page 12: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

..and then the world went quiet…..

Page 13: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

The Connected Workplace @ Dell

Page 14: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

The 4 tenants of connected workplace

People Customers Shareholders Planet

Page 15: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Connected workplace enablers

Flexible work solutions:A new way to approach work in terms of how, where and when work is conducted

Workplace innovation:Facilities transformed into collaborative workspaces to creatively inspire innovative work methods

Unified communications:A strong technology foundation provides remote and mobile participants the opportunity to work any place at any time

Page 16: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Workplace innovation

Page 17: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Unified CommunicationsEnabling the mobile workforce to pick & choose whenand where they work

LyncIs it ready to leave Round Rock?

Remote AccessCan the VPN support the increased utilization?

MobileWhat devices will people use and how will they access corporate systems?

WirelessThe workload is going to shift to real-time

Worldwide5700+ users in original scope across 24 sites

Page 18: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Lync was the logical choice but…“We only prioritize G.729a on our WAN and Lync can’t use that”“How can we control the bandwidth when users communicate with each other?”“How can we monitor the traffic?”“RT-Audio is unpredictable”“Lync isn’t proven in an environment the size and complexity of ours”

Page 19: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Dell as a customer – driving innovationDell consultants worked with Dell IT as a customer Lync had all the features to make Connected Workplace shine.. but was it really ready for us?

The answer was Yes.

Dell IT

Consulting Services

Page 20: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

The re-engineering beganOriginal deployment planned for IM/P and Web Conferencing only3 data centers world-wide

Connected Workplace would shift user loadFrom office locations to VPN termination points

How would we?Keep G.729a the predominant protocol on the WAN?Maintain the 7D dial plan?Not allow inbound email and other traffic to impact active call quality for remote users?

Page 21: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Re-design parametersG.711 is the codec for PSTN callsA call to the PSTN will egress at the site it originated from

New Lync pools in VPN termination pointsConnected Workplace Users are homed on the Lync pool where their primary VPN connection terminates

VPN termination points get mediation server poolsWhen a Lync users calls another non-Lync user or the PSTN, the call is converted to G.729a before it leaves the data center

Every Avaya PBX gets a mediation server or SBSTake the quickest path to a Lync user on an inbound call.

Build a global edge architectureSupport a move away from VPN

Page 22: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

New type of mobile worker needed a new type of networkNetworks team deployed a new Dell solution Optimized for Lync providing;

Adaptive Radio ManagementDual SSIDsApplication Finger PrintingQoS on the backhaul

Wireless for sound with Dell PowerConnect W

Page 23: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Adaptive Radio Management (ARM) 1. Adaptive RF – Automate RF set-

up and optimization

2. Band Steering – Load balance clients to higher capacity 5GHz band

3. Spectrum Load Balancing – Load balance clients across channels

4. Co-Channel Interference – Coordinated access to APs that share a single channel

5. Airtime Fairness – Scheduled access for dense deployment of mixed clients

6. Self-Healing – Adjust power to address coverage holes

2.4 GHzCh 1

2.4 GHzCh 1

2.4 GHzCh 115 GHz

Ch 36

5 GHzCh 149

5 GHzCh 52

5 GHzCh 161

X

X

2.4 GHzCh 6

X

Page 24: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

End user enablement

Page 25: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

End user enablement - search

Page 26: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Asia Connected Workplace

Page 27: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

..and the world was once again good

Page 28: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Challenge #2Standardize the platform

Page 29: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

The drive to standardize

There can only be One!

More complexity means more cost. We must drive to standardize

Cost effective

It has to save us money

Fast & flexible

Rapid acquisition strategy has us inheriting PBXs faster than we could consolidate or de-commission them

Functional

It had to deliver the features and functions our users were demanding

Page 30: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Making the commitmentThe user community was demanding LyncProtocols were analyzed to the KBCall volumes were measured between sitesCosts were analyzed

The decision was made.

Lync would be The One

Page 31: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

• Built a team for repeated execution• Server Support, Telecoms, Networks and Dell Consulting

• Cisco sites were first to go• 7 sites in North Asia had EOL Call Managers• Hong Kong, Beijing, Taipei, Tianjin, Guangzhou & Shanghai (x2)

• Satellite offices in Jakarta moved from Call Manager Express

• Expanded availability of Enterprise Voice for users in Data Center locations• North America, Ireland & Malaysia users grew as restrictions

over access were relaxed

To Asia and beyond!

Page 32: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Asia Infrastructure

Page 33: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

.. but it wasn’t all wonton soup & fortune cookies..

Page 34: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Challenges along the wayUnable to standardize deployment in ChinaConnection technologies, number formats, and dialing habits throughout Greater China prevented repeatable deployment processes

TeamworkVoice, Messaging & Networks Team didn’t regularly talk in the past

Calling IDConsistent display across Avaya\Cisco\Lync is not a cakewalk

Exchange UM in 2007 vs. 2010Exchange 2010 allows more flexibility and ease of configuration

Page 35: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

China PSTN InterfaceSome China carrier agreements provided separate E1 connections for different destination types

Each can have separate;CLID FormatLine ConfigurationDestinations available on the given circuitOther carrier settings or restrictions

UX2000Unified Communications Exchange

1 2 3 4

5 6 7 8

Admin

Chin

a L

oca

l

Chin

a L

oca

l

Inte

rnati

onal

Inte

rnati

onal

Chin

a M

obile

Page 36: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Hello.. this is NOT America calling• China cellphone numbers and US phone numbers are very similar• Begin with a 1• Contain 10 digits

• Lync Client and LPE have some ‘intelligence’ built in that normalizes incorrectly for China

Example:- China Cell Number

+86 13704446789

when LPE receives13704446789

it automatically displays

1 (370) 444 6789

Page 37: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Not all SIP is created equalWith so many systems talking to each other over SIP inconsistencies were bound to appear

Firmware changes on gateways caused inconsistent connectivity experience between site deploymentsWhat worked on one, didn’t always work on the other

Calling Line and Called Line ID consistency was trickyEach Cisco, Avaya, NET, AcmePacket and Lync system wanted these parameters passed in a certain format. You need to understand what each system wants to see and present the data accordingly

Page 38: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

..but neither is ISDN…Inconsistent carrier line protocol implementation caused unintended outagesWhen performing ISDN line resets, some carriers reset each channel on the line.Others only the first channel. With some gateways (and even firmware revs) 29 channels out of 30 remained down after the carrier sent a line reset

Page 39: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Routing Architecture

Page 40: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Call Routing Architecture – Inter-sitePBX -> PBX

Page 41: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Call Routing Architecture – Inter-siteLync->Avaya

Page 42: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Why the Session Managers?Interface for all Dell telecoms platformsLync, PBX’s, Contact Centers, IVRs, Conference Bridges

Consistency in gateway configurationAll gateways point to the session manager cluster in region

Calling ID and called ID normalizationSession Manager handles 7D normalization, translation & routing

Maintains WAN protocol consistencyInter-system traffic across the WAN still uses G729a

Page 43: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Voice Routing & Interop ArchitectureAll Avaya PBX sites have a local Mediation Server

All in\out PSTN traffic flows via AvayaExcept SBA sites

Page 44: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Voice Routing for PBX Replacement SitesLync Users talk to PBX users via closest Mediation ServerSBA’s take local inbound\outbound calls to\from Lync UsersAvaya PBX’s do not Trunk to SBAsEverything goes via Session Manager

Page 45: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Fun on the journey

Page 46: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Various experiments gone wrongCAC vs Conference policyOur first attempt to gain consistency of bandwidth betweenLync clients across the WAN

Polycom interoperationG.711 required to interop with voice on RMX bridge

Voice over VPNVPN ports were restricted to 50kbps bandwidth

QoS on LAN and WAN is keyDeveloped a service to help plan & predict Lync traffic prior to deployment for accurate estimation

Page 47: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

DSCP Tagging Scheme

Page 48: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

What about the next chapter?

Page 49: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

• Complete Cisco site replacements with Lync• 3,500 users in Plano campus Q2 of 2013

• Continue to enable the connected workplace• Investigate new enhancements

• Continue the voicemail migration to Exchange• Exchange UM finished by March 2013• Audix and Avaya Modular Messaging will be retired

• Acquisition integration• Use the blueprints created to rapidly integrate and consolidate office

locations across the globe

• Migrate offices with EOL voice systems to Lync!

Current initiatives

Page 50: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

We’ve learnt a lot…..

and we want to help you

Page 51: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

We’ve built a strong partner eco-systemSince 2007 we have built a partner eco-system to deliver customers the full benefits the Lync platform can bringMany of these partners play a key role in our own deployment

Page 52: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

With a global footprint of consultants

Page 53: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

To deliver end-to-end solutions for LyncSupport

Follow-on services to ensure successful operation and highest availability of your environment

DesignConsultants work with you to design the right architecture for you & provide the best experience for your users

Train & MigrateIntegrated education and transition services to get your staff productive quickly

Co-existIntegration experts to enable seamless interoperation with your existing telecoms platforms

AcquireSingle source supplier for the Lync platform eco-system, in-country, world-wide

DeployResources to help deploy your Lync infrastructure, wherever you are on the globe

with

Page 54: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

Dell Accelerate Program for Lync 2013• Get’s you up and running fast for Enterprise Voice with Dell Services experts• Provides a selection of endpoints to socialize with your end users• Various sizes to fit your goals and plans• Network assessment• Subsidies available!

Page 55: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync
Page 56: Walking our Talk–How Dell is Deploying an End-to-End UC Environment with Lync

© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.


Recommended