VoIP Overview & ImplementationVoIP Overview & Implementation
Christopher DuffyChief Information Officer
Peirce College
Agenda Agenda
Background Issues & Concerns Criteria VoIP Comparison & Challenges VoIP Benefits Call Centers Snapshot
Peirce College BackgroundPeirce College Background
Need Based on Business /Geography Online Growth Corporate College
Initial Installation/Vendor Removed QOS Poor Support/Knowledge of Products Patches & Uptime on PBX
Interim Non Prem Based SIP Solution
Final Selection
Need Based on Business /Geography Online Growth Corporate College
Initial Installation/Vendor Removed QOS Poor Support/Knowledge of Products Patches & Uptime on PBX
Interim Non Prem Based SIP Solution
Final Selection
Issues/ConcernsIssues/Concerns
Internal Forklift or Integration User Community Acceptance Accountability Issues IT Skill Sets Budget
Vendor Experience in Traditional PBX Experience in IP Networking/Infrastructure Single Vendor Solution - “One Stop Shop” Premier VAR/Reseller for Manufacturer
Internal Forklift or Integration User Community Acceptance Accountability Issues IT Skill Sets Budget
Vendor Experience in Traditional PBX Experience in IP Networking/Infrastructure Single Vendor Solution - “One Stop Shop” Premier VAR/Reseller for Manufacturer
Criteria for SelectionCriteria for Selection
Basic Voice Communications System
Longevity in IntegrationUnified Messaging ApplicationContact Center ApplicationWireless SolutionTelecommuter ApplicationsManagement ApplicationFault Tolerance
Basic Voice Communications System
Longevity in IntegrationUnified Messaging ApplicationContact Center ApplicationWireless SolutionTelecommuter ApplicationsManagement ApplicationFault Tolerance
“Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….
“Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….
only to come back bigger than ever.” - (Alan Cohen VP Cisco)
Traditional VoIPTraditional VoIP
Packet Switched 12th Birthday-1st
Generation Growing User Base Uses IT management
Concepts IT or Telephony Staff QOS issues
Packet Switched 12th Birthday-1st
Generation Growing User Base Uses IT management
Concepts IT or Telephony Staff QOS issues
Circuit Switched 100 Plus Years Old Wide User Base Well Understood Specialized Staff Proven Quality of
Service (QOS)
Traditional VoIPTraditional VoIP
Strain on Existing Network
Needs Power (POE) IP Security How Many Nines?
Strain on Existing Network
Needs Power (POE) IP Security How Many Nines?
Infrastructure in Place Non Power dependant Secure Infrastructure 5 Nines, +
Living by the NinesLiving by the Nines
“Five nines" means that a system is fully operational 99.999% of the time,
corresponding to less than 5.25 minutes downtime per year
Availability Downtime Per Year
99.999% 5 minutes, 15 seconds 99.99% 52 minutes, 36 seconds 99.95% 4 Hours, 23 minutes
“Five nines" means that a system is fully operational 99.999% of the time,
corresponding to less than 5.25 minutes downtime per year
Availability Downtime Per Year
99.999% 5 minutes, 15 seconds 99.99% 52 minutes, 36 seconds 99.95% 4 Hours, 23 minutes
VoIP Benefits VoIP Benefits
Convergence /Presence Awareness Unified Messaging
Voicemail & Fax in Exchange Follow me/ Concierge Instant Messenger /Web Based Chat
4 Digit between Locations (Centrex) Mobility
Extension & Device Mobility (Wireless) Soft phone-USB Tele-workers
VoIP Benefits VoIP Benefits
Integration & Accountability Call Reporting Call Monitoring
Handset, Web Chat, Instant Messenger Interface to CRM or ERP Systems
Voice Recognition (IVR) Voice & DTMF Tones
Disaster Recovery Ability to Relocate /Co-Locations Distributed Fault Tolerance
Satellite Offices Work at Home No Snow days!
Management One Network- Same Tools
Call Centers Call Centers
Group Number by Dept or Division No Individual Private Numbers Track Agent & Caller Activity Elimination of Voicemail
Group only Control in Customers Hands
Hold Voicemail Agent
Peirce TodayPeirce Today
PBX Fully Redundant S8700 Wiring Rack is Secure Everything Documented
Phones Mix of TDM & VoIP Softphone for SOHO Unified Messaging & Fax for all?
Call Centers Widely Integrated Full Reporting Resistance
PBX Fully Redundant S8700 Wiring Rack is Secure Everything Documented
Phones Mix of TDM & VoIP Softphone for SOHO Unified Messaging & Fax for all?
Call Centers Widely Integrated Full Reporting Resistance