IP Telephony and Voice Over IP A Technology

IP Telephony and Voice Over IP: A Technology Primer Chris Duncan Mc. Millan Binch LLP Director of Information Technology Law. Net - August 26, 2004

Overview • Mc. Millan Binch overview • What is Vo. IP? • Why do Vo. IP? • Selling to firm/risk • Cost/Cost savings • Things to consider

Overview • Network preparation • Quality of service/security • Preparation for purchase • Cisco solution provides • Success/Failures • Demos (softphones/UM/CRM)

First Things First • Let it be known that I am not a presenter, I am a techie • Interrupt or ask questions at any time • This is not a sales pitch

Mc. Millan Binch Overview • 155 Lawyers • 475 total staff • Single Toronto location • Recently moved to Cisco IP solution replacing Rolm Model 50 9005 • 525 phones (7960 Series) • Wifi 802. 11 a and 802. 11 g guest/private networks throughout firm • Cisco Call. Manager with Unity Mail

What is Vo. IP? VOICE Collaboration DATA Calendar Voice Messaging Web Application Email Instant Messaging Telephone Services VIDEO Video Conferencing Audio Conferencing

What is Vo. IP? Calendar Collaboration email Instant Messaging Web Application Video Conferencing Audio Conferencing Telephone Services Voice Messaging

Why Vo. IP? Traditional PBX • Pros Already in place § No additional cost § Provides dial tone § Performs most required functions § Stable, no “risk” • Cons § Development ceased § Perception of “old” equipment § Limited disaster recovery § Limited new functions §

Why Vo. IP? Hybrid • Pros Already in place § Add required functionality § Add remote sites/mobility § Vo. IP function for Vo. IP phones • Cons § Support two platforms § Traditional/Vo. IP phones § Possible limitations of switch §

Why Vo. IP? Vo. IP • Pros Full functionality § More support options § Toll cost savings § Improved moves/adds/changes § Less cabling § Same network • Cons § Full UPG (cost) § Same network § New/Risk §

Why Vo. IP for Mc. Millan Binch? • Support for existing product becoming • • difficult Ongoing costs and timing of moving existing equipment Limitations of current switch Unified messaging capabilities Required upgrade to existing voicemail hard drive

Why Vo. IP for Mc. Millan Binch? • Fiber runs in new space, not copper • Could fully test new solution in new space • Reduced cabling costs • Cost of moving existing switch $185, 107 CDN

Selling to the Firm/Risks • Tough job, why should they spend huge • • dollars on risk? Dispel myths Understand potential cost/administration savings One network to support Mobility/Teleworker

Selling to the Firm/Risks • Disaster recovery • Security • Include Management/Lawyers in process • Document decision making process • Block all public accessible ports (turning off switch)

Cost/Cost Savings • Reduce management costs • Toll bypass • Simplified set up of remote locations • Move/add/changes • Lower cabling costs • Equipment comparable to traditional PBX/phones

Cost/Cost Savings • In house development • Remove 1 FL lines • More support options/providers • Mobility/Teleworker gains

Network Preparations • One cable network • Power Decisions Adapter § In-line power adaptor § In-line powered switches • UPS §

Network Preparations • Workstation UPS • Redundant switches/servers • Possible generator power • Copper line backup • Power all ports if possible

Quality of Service/Security • Needs of layer 3 network (sub networks) • QOS software to set packet privileges • Ensure proper IP address structure • Echoing expectations • Wide area link speeds • Phone quality

Quality of Service/Security • More secure than copper • Can record “own” conversation

Preparation for Purchase • Involve Management and Lawyers (provide • • options) RFI to vendors RFP to suppliers Document existing switch functions Document how new Vo. IP solution can provide functionality

Preparation for Purchase • Ask vendor for options • 3 rd party development • Upgradeability • Proven technology • Work in existing infrastructure? • Wifi needs?

Preparation for Purchase • Call recording • Training

Preparation for Purchase • Things to Consider § § § Number of lines or phones Intercom needs Full duplex phones Soft keys Head set ready Inline power or powered (what about power failures? )

Preparation for Purchase • Things to Consider § § § Profile editing Work with wifi network Conference ad hoc and scheduled Cost recovery Time synchronization Vendor support

Preparation for Purchase • Things to Consider § Not running phones/software on PC’s dependant on power

Cisco Solution Provides • Multiple phone options • Upgradeability • Proven technology • Technology leader • Works with existing infrastructure • XML development • Power over ethernet

Cisco Solution Provides • Wide area support • Wifi integration • Soft phones • Unified messaging • Mobility • CRM integration

Cisco Solution Provides • Disaster recovery options • Conferencing • Directory services • 3 rd party cost recovery • Ease of use, minimal training • Excellent quality phone

Cisco Solution Provides: Clustering Over the WAN Call. Manager cluster Voice Mail Server IP Phones Toronto • • • Space Phoenix Call. Manager cluster across sites Applications can be centralized or distributed Single Point of Administration, Extension Mobility Feature Transparency and Unified Dial Plan Hardware, database and application resiliency Dial plans and routing maximize PSTN connectivity and minimize toll charged – internal and external

Cisco Solution Providers Data Call Control Traffic ISDN Backup Call. Manager Cluster IP WAN Router Phoenix Branch • • Voice Traffic Toronto PSTN Head Office Cisco IP phones automatically reconfigure Retain all basic features (DID, DOD, Call Hold, Transfer, Speed Dial, Caller ID, Call Forward). All calls now routed out local gateway Automatically re-homes to Call. Manager when WAN link returns

Cisco Solution Provides: Directory Services • Corporate Directory • Missed, placed, • • received calls Client, personal Directory Fast Dials 411 Billing and Client codes

Cisco Solution Provides: Cisco Conference Connection • Audio conference server with webbased scheduler • Removed high costs of conferencing and collaboration • Supports up to 100 ports • Email internal and external attendees

Cisco Solution Provides: Phone Configuration – 99 Fast Dials

Cisco Solution Provides: Phone Configuration – User Experience

Cisco Solution Provides: What can I do with Cisco phones? Inventory Check Flight Schedule Interest Rates Employee Directory Class Registration Emergency Bulletin Wake up Call Time Card Headline News Shipment Tracking Advertising Instant Messaging Account Codes Unified Messaging Purchase Requisitions Conference Manager Employee Benefits Local Attractions Outlook Integration Room Service

Cisco Solution Provides • Activate recording during the call • Keeps entire call in cache • Replay via web and email to colleagues • Affordable, scales from 1 phone upwards

Successes/Failures • Huge success, everyone likes • • • phones/functions (comfort) Some concerns on settings, timeouts, cost recovery Echo needed to be tweaked Training almost not necessary Love soft keys and directories Love the Q. O. S. and clarity Response on keys almost too quick

Demos • Unified Messaging • Softphones • CRM Integration

Questions chris. duncan@mcmillanbinch. com