VoWLAN Voice: The Killer App for Wireless LAN

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VoWLANVoice The Killer App for Wireless LAN
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Its not the Product,

• Its the Product of the Product!
• While what you select, how much it is and how it
  is implemented is important
• More important is the argument for implementing
  it at all, and the result it delivers
• When you pay too little, you sometimes lose
  everything, because the thing you bought was
  incapable of doing the thing it was bought to
  do - John Ruskin 1819-1900
• ROI Return on Investment is key
• Takes the nice to have to must have to cant
  do business without it

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Agenda

• Industry perspective
• Vertical market applications and benefits
• General enterprise opportunities
• VoIP synergies
• VoIP WLAN (VoWLAN) implementation issues
• QA

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Voice as a WLAN Driver

• Benefits of enterprise WLAN

Jupiter Research Executive Survey, 2/03
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Planned WLAN Applications
The Tolly Group Broadband Wireless Study, 3Q02
(multiple answers allowed)
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Voice over Wireless LAN Forecast

• US Revenues

In-Stat/MDR 3/03
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The Need for Wireless

• Economic conditions
• Doing more with less
• Downsizing creating more work for fewer people
• Communication more important than ever
• Strategic investment
• Improve workplace communication and processes
• Increase employee retention
• Competitive advantage
• Working smarter
• Eliminate workplace constraints and boundaries
• Provide access to critical information

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The Value Proposition of Wireless

• Mobility
• Why cant we have the mobility of cordless and
  cellular in the business environment?
• Responsiveness
• How can we do business in real time?
• Productivity
• How can we do more with less?
• Customer service
• How can we protect and grow our market share?

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Application Healthcare

• Business impact
• Improve patient care
• Retain critical nursing staff
• Enhanced patient satisfaction
• Benefits
• Eliminate paging delays between nurses and
  physicians
• Reduce overhead paging
• Text-messaging integration w/ nurse call and
  patient monitoring systems

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Healthcare Return on Investment
Source Journal of Nursing Administration, June
1995
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Application Industrial Services

• Business Impact
• Increase productivity
• Decrease expenses
• Improve bottom line
• Benefits
• Maximize uptime and minimize downtime
• Eliminate paging delays for managers and
  supervisors
• Guaranteed coverage throughout the plant
• Problems resolved quickly

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Manufacturing Case Study

• Pre-installation on-site user survey found that
• 50 of overhead pages went unanswered because
  personnel could not hear the page
• Technicians lost 39 minutes on average due to
  unanswered calls and time spent traveling to a
  phone to answer a page
• 30 out of 50 customer service calls were
  abandoned as a result of long hold times
• Estimated 7,500 savings per month calculating
  all personnel time saved
• Based on average salaries in a manufacturing
  plant and 40 hour work week
• 10 shop managers
• 8 maintenance technicians
• 1 customer service representative

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Application Education

• School Impact
• Promote student achievement and success
• Create a safe and effective learning environment
• Raise parent involvement
• Benefits
• Increase school safety
• Improved classroom management
• Increased teacher retention
• High quality communication with guaranteed
  coverage

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Application General Office

• Business Impact
• Transact business in real time
• Increase productivity
• Improve responsiveness
• Benefits
• Reduce voicemail and phone tag
• Facilitate workgroup collaboration
• Support hoteling and hot desking environments

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No more than 2/day - Retail

• Home Depot
• Canadian Tire
• Reno Depot/Building Box
• Sears
• IKEA
• Zellers/The Bay
• Wal-Mart
• Overwaitea Foods
• Sobeys
• Loblaws

• Each one of these Fortune companies have realized
  that by giving a minimum wage employee a
  wireless telephone they can
• Increase Customer Service levels
• Increase Customer Retention/Return visits
• Get Customer in Store
• Etcproven ROI!

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No more than 2/day - Healthcare

• Nanimo Hospital
• McGill University HC
• Toronto General/UHN
• William Osler HC
• Cornwall General
• Huronia Hospital
• Ottawa General
• Sudbury Regional
• Hawkesbury General
• Renfrew Hospital
• Vancouver General
• North York General

• Each of these Hospitals have realized that by
  giving a maximum wage employee/nurse a wireless
  telephone they can
• Increase Patient Care Service levels
• Decrease Patient response times
• Eliminate noise/paging
• Etcproven ROI!

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Implementation with VoIP Telephony
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IP Switch Interfaces

• Available Now
• Nortel BCM/Succession
• Avaya CCMS
• Cisco Call Manager
• NEC IP
• Mitel IP 3300
• Coming
• Siemens IP
• Toshiba IP

Logos are trademarks of their respective
corporations.
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Implementation with Traditional PBX
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Digital Switch Interfaces

• Avaya Definity, Merlin Legend/Magix
• Comdial DX, DXP, FX
• Executone IDS
• Fujitsu F9600
• Inter-Tel Axxess, Axxent, Eclipse
• Mitel SX series
• NEC NEAX 2000, 2400, IVS2
• Nortel Meridian 1, Norstar, BCM
• Panasonic DBS
• Siemens Rolm CBX, Hicom/HiPath
• Toshiba Strata DK, CTX

Logos are trademarks of their respective
corporations.
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SpectraLink Handset Portfolio
Office / Light Use
Industrial / Heavy Use
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NetLink Handset Portfolio

• NetLink i640 Wireless Telephone
• Durable six ounce handset designed for
  healthcare, retail, and industrial applications

• NetLink e340 Wireless Telephone
• Lightweight four ounce handset designed for
  general enterprise applications

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SpectraLink Voice Priority (SVP)

• SpectraLinks open quality of service (QoS)
  mechanism for 802.11 wireless LANs
• Minimizes latency for voice packets
• Priority queuing for voice packets
• Minimize random back-off after packet
  transmission
• Implemented in wireless LAN access point
• 802.11 compatible
• Software upgradeable
• Implemented in NetLink equipment
• NetLink Wireless Telephone
• NetLink SVP Server
• NetLink Telephony Gateway

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Ensuring Voice Quality

• SpectraLink Voice Priority (SVP) is the de facto
  standard for wireless QoS
• SVP-enabled AP providers include
• Avaya
• Cisco Systems
• Enterasys
• Intermec
• Proxim
• Symbol Technologies
• All new NetLink products are designed to support
  the 802.11e QoS standard

Logos are trademarks of their respective
corporations.
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Perfect LAN Wired Network

• Ethernet Switch
• No hubs
• Same subnet
• Voice Traffic Impact
• Little impact on wired network
• Voice packets handled same as data
• Configure network with same considerations as
  wired VoIP
• Cable Connection
• Cat 5 UTP cable for Telephony Gateway and SVP
  Server

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Perfect LAN Wireless LAN

• Access Points
• SVP-compliant
• IEEE 802.11e is future QoS standard
• Non-overlapping RF channels
• Wireless LAN design
• Full coverage in all user accessible areas
• Customer responsibility for AP layout
• Evaluate other wireless devices for interference
• Adequate bandwidth for voice and data
  applications

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Key Differentiators
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The Mobile Enterprise

• Average of 24 of employees spend at least 20 of
  their time away from their desks expected to
  rise to 34 in two years
• IT executives have difficulty getting non-tech
  employees to use mobile enterprise applications
• Enterprise IT decision-makers prefer thin clients
  to thick clients when selecting end-user devices
• Enterprises are most likely to use their current
  vendors to help them implement mobile enterprise
  applications
• Sage Research Mobile Enterprise Technology
  Roundtable (5/02)

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Enterprise Mobility vs. Wireless

• Mobility
• Justification based on applications
• Soft dollar savings productivity,
  responsiveness, customer service, etc.
• Lower cost can drive demand

• Wireless
• Justification based on cost
• Hard dollar savings elimination of wiring,
  installation costs, moves changes
• Wireless costs can be lower than wired

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Enterprise Wireless Cost Components

• Wireless infrastructure
• Dedicated voice-only, or
• Shared voice and data
• Telephone switch interface
• Bridged analog port, or
• Dedicated digital TDM port, or
• Shared IP interface
• Handset
• Typically a premium for wireless over wired device

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Market Segmentation
Traditional Vertical Markets
Application Driven

• Healthcare
• Retail
• Industrial

Large Enterprises

• Wireless campuses
• Higher education
• Corporate

• Wireless offices
• Leverage adoption of wireless LAN and VoIP
• Business cordless concept

Small Medium Sized Enterprises
Cost Driven
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Targeting the General Enterprise

• Make enterprise wireless telephony as ubiquitous
  as residential cordless
• Defining Business Cordless
• Comprehensive enterprise PBX features and
  capabilities
• Wireline voice quality throughout the workplace
• Integration with messaging applications
• Devices suited for the workplace environment
• Scalability for growing enterprises

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Enterprise Wireless LAN Market

• Key enabler
• Creating new efficiencies in the workplace
• Rapid innovation lowering TCO
• Global standards
• Broad industry support
• Strong industry alliances
• Early hurdles being overcome
• Security
• Interoperability
• Scalability
• Management
• Cost

Access Point Shipments (Millions)
Source Gartner 11/02
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Wired vs. Wireless Office Costs
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Wireless Wired Convergence

• Voice as a catalyst for wireless LAN
• Compelling need for enterprise wireless voice
  communication in certain industries
• Healthcare
• Retail
• Education
• Manufacturing distribution
• Wireless as a catalyst for VoIP
• Wireless LAN is an IP network
• End-to-end IP is the most efficient and
  cost-effective
• Requirement for mobile communication can
  accelerate VoIP implementation

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WLAN Application Comparison
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VoWLAN Considerations

• Wireless network maximums
• Latency lt 50 ms
• AP handoff lt 50 ms
• Jitter lt 5 ms
• Packet error rate (PER) lt 5
• Voice characteristics
• Stations are highly mobile
• Packets have a limited useful life
• Traffic is deterministic
• Product expectations
• Bandwidth management is required
• Battery life must be maximized
• Capacity should be maximized
• Contention should be minimized

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VoWLAN Security

• Voice requirements/considerations
• Minimize handoff duration
• Handsets do not use standard operating systems
• Existing mechanisms
• ESSID
• WEP
• MAC address authentication
• Firewall/VLANs to segment voice clients and
  servers
• Access control through edge devices
• Ciscos LEAP-based fast secure roaming
• Industry activities
• Wi-Fi Protected Access (WPA)
• 802.11i

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VoWLAN Quality of Service

• Voice requirements/considerations
• Scheduled or parameterized channel access
  method
• Power saving mechanism
• Existing mechanism
• SpectraLink Voice Priority (SVP)
• Industry activities
• 802.11e
• EDCF
• Polled access
• Wi-Fi Alliance
• Wireless Multimedia Extensions (WME)
• Wireless Scheduled Multimedia (WSM)

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Data Rate and Call Density
1 Mb/s 4 Calls
2 Mb/s 7 Calls
5.5 Mb/s 10 Calls
11 Mb/s 12 Calls
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AP Capacity and Number of Users

• Probability of blocking 1

Erlangs per User .10 .12 .14 .16
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VoWLAN Device Options
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Summary

• Voice is the killer app for wireless LANs in
  vertical markets today
• Healthcare
• Retail
• Education
• Industrial Services
• Enterprise adoption of Wi-Fi offers new
  opportunities
• Wireless as an alternative to wired
• Wireless voice applications have unique network
  requirements
• Market growth will bring new devices and
  applications

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For More Information

• Visit www.spectralink.com