Understanding

1
Understanding Implementing VoIP
How will you use it to your advantage ?
2
AGENDA
1. Aliants IP Solution Context 2. Defining
VoIP 3. Implementing VoIP
3
1. Aliants IP Solution Context
VoIP and LAN management solutions
Data solutions
IP Call Centre
Wireless
4
1. Aliants IP Solution ContextIP VPN All
about bandwidth on demand on a simplified, less
expensive network (MPLS)
Aliant Ethernet - Business data access solution
that offers significantly higher bandwidths
across the WAN (up to 800Mbps)
5
AGENDA
1. Aliants IP Solution Context 2. Defining
VoIP 3. Implementing VoIP
6
2. Defining VoIP

• Defining VoIP
• What is it the significance of the change
• Environmental Business Conditions Driving
  Adoption
• Benefits of VoIP
• Important Considerations

7
2. Defining VoIP

• Defn. Significance of the Change
• Instead of being an entirely separate system,
  voice has evolved to being an important computer
  application (i.e. VoIP) operating on a customers
  custom IP network.
• Analogies for illustration purposes
• Growth Opportunities Reduced geographic
  barriers, new applications, outsourcing
• Threats More new competitors, digital
  photography example

8
2. Defining VoIP

• Environmental Business Conditions Driving Change
• Business Customers Productivity / Cost
  reductions / Competitive Pressures
• Governments Efficiency with tax dollars /
  Public priorities for scarce resources
• Rate of Technology Advancement Early Success
  Stories

9
2. Defining VoIP

• Benefits of VoIP
• Financial (10-25)
• Cut costs directly from bottom line
• Productivity (0-25)
• Give your team new tools for collaboration
  mobility
• Eliminate geographic barriers to business
• Management Control of Core Business Functions
• Simplification, increased competitiveness, cost
  avoidance
• Open new offices manage communications
  centrally

10
2. Defining VoIP

• Important Considerations
• Security Has emerged as the 1 concern
• Initial Investment to Deploy Network
• Ongoing Reliability Simplification, increased
  competitiveness, cost avoidance

11
AGENDA
1. Aliant IP Solution Context 2. Defining VoIP 3.
Implementing VoIP
12
3. Implementing VoIP

• Planning
• Implementation Options
• Business Models / Cost Structure
• Lessons Learned / Anecdotes

13
3. Implementing VoIPMapping your Strategy

• 4 Critical Questions
• What is your business strategy for
  communications?
• Who will be your supplier / partners to deliver
  on business strategy?
• What are the preferred financial models what
  is your capacity to deliver benefits?
• What is your timeline / drivers to deliver
  benefits?

14
3. Implementing VoIPBusiness Strategy

• IP Convergence strategy is in source, Voice
  services are provided by organizational resources
  as part of convergence strategy to in source
• IP Convergence strategy is to outsource
  communications function, voice services are
  provided by 3rd party provider with expertise,
  competitive advantage etc.
• IP convergence strategy is hybrid, voice is
  provided by Application Service Provider (ASP)
  model

15
3. Implementing VoIPSuppliers / Partners Strategy

• Technology Partner / Skills
• Vendor selection
• Operational / Organizational Skills
• Desktop troubleshooting, LAN WAN management, IP
  networking
• Business skills
• Application design

16
3. Implementing VoIP Financial Considerations

• Financial Models
• Variable
• Fixed
• Hybrid Models
• Cost Avoidance

Spending Profile
17
3. Implementing VoIPTimelines

• Other priorities in the IP network or business
• Driving out costs
• Financing the one time costs of infrastructure
  upgrades
• Greenfield deployments

18
3. Implementing VoIP

• Implementation Options
• Network Hosted / Managed IP Solutions
• Customer Premise Equipment Based Solutions (IP
  PBX)
• Hybrid IP / TDM based solutions
• Peer to Peer Technology Solutions

19
3. Implementing VoIP Managed IP Telephony
IP Network Variable cost
Devices Local Area Core infrastructure Distributi
on Devices Network /Access /Input
Atlantic Region Offices
IP Virtual Private Network (Core IP Network)
IP Telephony
Your Offices
PSTN Wireless
Direct Connection
USA/Worldwide Offices
Internet
3rd Party Data Provider
VPN
WI-FI MAX
HOME
20
3. Implementing VoIPIP Telephony (CPE solution)
IP Network Fixed cost
Devices Local Area Core infrastructure Distributi
on Devices Network /Access /Input
Atlantic Region Offices
PSTN
Wireless
IP PBX
IP Virtual Private Network (Core IP Network)
Your Offices
Direct Connection
Internet
IP PBX
3rd Party Data Provider
USA Offices
IP PBX
VPN
WI-FI MAX
HOME
21
3. Implementing VoIPLessons Learned
AnecdotesPlanning Implementing

• Business Case
• Really understand Total Cost of Ownership (TCO)
  particularly as it relates to which costs you are
  going to allocate to your business case
• Target mobility users high traffic multi site
  locations to get best and fastest returns.
  Consider abandoning hard phones with power users
• Implementing
• Skills and abilities of your people to implement,
  upgrade, operate
• Multi vendor voice solutions will not have
  operability of enhanced functionality in the
  short term
• Forklift implementations with CPE solutions
• Innovation opportunities for network agnostic
  applications

22
3. Implementing VoIPLessons Learned Anecdotes

• Devices Users
• Users like many of the new features (unified
  messaging, find me follow me, etc) , PC interface
  and enhanced applications. Need better training
  solutions when implementing alot of new
  functionality especially with soft phones on PC.
• Consider evolution of wireless devices (dual mode
  cellular / IP)
• IP phone costs not yet commoditized
• Details quality of peripheral devices (headsets
  /cameras) and PC specifications are important to
  quality voice experience

23
3. Implementing VoIPLessons Learned Anecdotes

• LANs
• Use professional services / internal resources to
  Assess / Audit Data Network for VoIP Readiness.
• Estimates can vary significantly based on initial
  network assessment (positively or negatively from
  a customers perspective) Most data networks
  require upgrades to handle traffic
  compatibility issues can occur depending on
  technology decision
• Same costs to upgrade data network regardless of
  VOIP vendor selection
• VPN upgrades likely

24
3. Implementing VoIPLessons Learned Anecdotes
/ LANs cont

• VoIP will have substantial impact on LAN mgmt
  desktop support
• Traffic, network upgrades, security, etc
• Statistics of problem reports as tools integrated
  at desktop
• Troubleshooting - will be critical on 1 network
  for both uptime, security, and sourcing cause of
  issues.

25
3. Implementing VoIPLessons Learned Anecdotes

• WAN
• Should be able to choose any voice solution and
  have choice of WAN providers
• Demarcation points with LAN to trouble quality of
  service issues, security issues etc
• Need PRIs to PSTN if using CPE solution

26
3. Implementing VoIPLessons Learned Anecdotes
cont.

• Operational Considerations Post Implementation
• Trouble shooting voice issues Whether in
  sourcing or outsourcing voice as an ASP solution
  (i.e. Running your own data network) make sure
  there are a clear series of troubleshooting
  procedures for tracking solving source of the
  problem
• Initially need to expect many more help desk
  calls then traditional telephony, especially if
  using PC
• Understand 911 responsibilities
• There are case studies where implementation
  success is measured by a combination of cost
  savings, productivity, and operational
  enhancements, etc

27
3. Implementing VoIP
The question is not if to change
It is when, how, and with whom
28
Q A

29
Appendices

• Appendix A Aliant IP Communications reference
  slides
• Appendix B VoIP Implementation reference slides

30
Appendix A Aliant IP Solution ContextReference
Slides

31
1. Aliant IP Solutions ContextData Solutions -
IP VPN
32
1. Aliant IP Solutions ContextData Solutions
Aliant Ethernet (AE)

• What is Aliant Ethernet?
• Business data access solution that offers
  significantly higher bandwidths across the WAN
  (up to 800Mbps),
• Benefits of Aliant Ethernet
• AE combines the flexibility, simplicity and
  cost-effectiveness of Ethernet, with the
  reliability, speed and reach of optics (fibre) to
  allow users to extend their LAN environment
  across the MAN and WAN
• Enables prioritizing of customer traffic and
  rigid controls over QoS
• Offers simple provisioning - Any-to-Any and P2MP
  configurations and proactive trouble response by
  Aliant management

33
1. Defining Aliant IP Solution ContextCall
Center SolutionsCost Reductions Efficiencies
of Scale are the Business Drivers

• Business Drivers
• Centralization of infrastructure in stable
  countries for easier management, administration,
  and to take advantage of commoditized costs like
  800 service
• Use capability to IP to offshore and reach
  inexpensive labour
• Use technological capability of IP to create
  larger pools of virtual agents / knowledge that
  results in organizational productive gain
• Lower costs of application licensing through
  sharing of licenses across geographic boundaries
• Note
• Standard range of solutions
• Developing hosted solution for deployment in 2005
• Dont need all of previous points to apply to
  make strong improvements in your business.
  Example would be to use local points of presence
  for sales, marketing, and or customer service for
  market penetration but do it from centralized
  location

34
1. Defining the IP Evolution

• With IP Convergence, you can
• Cut costs directly from your bottom line
• Give your team new tools for collaboration
• Make your mobile workers more efficient
• Open new offices manage the communications
  centrally from head office
• Eliminate geographic barriers
• and more

35
1. Defining the IP Evolution
The Benefits Simplicity

• Before
• Multiple devices/applications/ networks that
  didnt work together efficiently
• Difficult to standardize branch offices

• Now
• One network links them/they all work together
• Branches centrally controlled and standardized

36
Whats Different One Network that is More
Flexible
Before IP
After IP
City B
Centrex
Data Network (collection of networks)
Halifax
City A
DMS
Soft Switch
Centralized location
IP Network
PSTN Network
Saint John
DMS Centrex
App Server
Saint John
DMS-PRI
City C
St. Johns
St. Johns
Separate Voice Data Networks Limited
flexibility / multiple protocols Geographic /
Territorial Hardware Intensive Difficult to
partner
Single Network Flexible, Reliable / 1 protocol No
geographic dependency Software intensive Open to
wide range of partners
37
Simplicity will Create Innovation
Opportunities New Business Applications will
Appear Rapidly
Wireless Voice/Messaging Products
Voice Products
Voice Products
2005 Converged Networks and Network Agnostic
Applications
PSTN
Wireless
Data Network
New Applications
Enhanced Traditional

2002 Separate networks with separate applications
PSTN
Wireless
Data Network
2003 2004 Separate networks with integrated
applications
Network Agnostic Applications
NGN Enabling VoIP, new services, etc
Messaging
Wireless
Video
38
Appendix B VoIP Implementations Reference
Slides

39
1. Defining the Revolution
IP Network Variable Cost Case 2- Halifax calls
New York customer
Devices Local Area Core infrastructure Distributi
on Devices Network /Access /Input
Atlantic Region Offices
IP Virtual Private Network (Core IP Network)
IP Telephony
IP Telephony
IP Virtual Private Network (Core IP Network)
Your Offices
PSTN Wireless
PSTN Wireless
Direct Connection
USA Offices
Internet
3rd Party Data Provider
VPN
WI-FI MAX
HOME
40
1. Defining the Revolution
IP Network Variable Cost Case 3- Denver calls
Toronto, looks like its a call from Halifax.
Devices Local Area Core infrastructure Distributi
on Devices Network /Access /Input
Atlantic Region Offices
IP Virtual Private Network (Core IP Network)
IP Telephony
IP Telephony
Direct Connection
Your Offices
PSTN Wireless
Your Offices
USA Offices
Internet
Internet
3rd Party Data Provider
VPN
WI-FI MAX
HOME
41
1. Defining the Revolution
IP Network Fixed Cost Case 5 - Halifax calls
New York colleague
Devices Local Area Core infrastructure Distributi
on Devices Network /Access /Input
Atlantic Region Offices
PSTN
Wireless
IP PBX
IP Virtual Private Network (Core IP Network)
Your Offices
Direct Connection
Internet
IP PBX
3rd Party Data Provider
USA Offices
IP PBX
VPN
WI-FI MAX
HOME
42
1. Defining the Revolution
IP Network Fixed Cost Case 6 - Halifax calls
New York customer
Devices Local Area Core infrastructure Distributi
on Devices Network /Access /Input
Atlantic Region Offices
PSTN
PSTN
Wireless
Wireless
IP PBX
IP Virtual Private Network (Core IP Network)
IP Virtual Private Network (Core IP Network)
IP Virtual Private Network (Core IP Network)
Your Offices
Direct Connection
Internet
IP PBX
3rd Party Data Provider
USA Offices
IP PBX
VPN
WI-FI MAX
HOME