Vocabulary Test

1
Vocabulary Test

• IP
• PBX vs.Centrex
• Switch
• Router
• PSTN connection
• POTS line

• T-1 circuit
• QoS
• XML
• IVR/ACD
• Voice Mail vs. UM
• Firewall

2
Trends in IP Telephony

• IP Telephony Deminar
• Implementing the 21st Standard Voice Solution

3
Agenda

• Trends in Tech/Spending 4-8
• Old School 7-10
• IP Telephony Introduction 11-19
• Lunch
• Cost issues 20-24
• Application Benefits 25-37
• DEMO and choices 38-42
• Why Cisco and PNC 43-48
• Next Steps 49

4
Total Cost of Ownership

• How much does the solution I have really cost?
• Answer it with an assessment
• How much does the new one really cost?
• Answer it by a study of the cost over the life of
  the solution.

5
Lower Cost of Network Ownership

• Current economic conditions demand a back to
  basics approach and accelerated payback on any
  IT investment.
• 80 of enterprises now require some form of ROI
  analysis
• When making network investment decisions,
  companies can no longer evaluate voice, video and
  data networks separately.
• Their investment decisions must lower the overall
  cost of network ownership including
  infrastructure and ongoing operational costs
• We need more features to compete, but we cant
  increase the Cost of Ownership.

Source CIO Magazine Custom Study
6
Lower Cost of Network Ownership

• A converged voice, data and video network reduces
  ongoing network administration and support costs.
• Improved productivity of network support staff
• 10-40 productivity improvement post data/voice
  convergence
• Shifts IT staffs focus from administrative to
  value-added
• Consolidated voice and data help desk
• Improved productivity of administration staff
  (allow call volume to be shared between sites,
  allow remote sites to back each other up)

7
Story

• Abercrombie and Fitch

8
Data Networking Trends

• IP Based.
• Deployed to remotes and work at home employees.
• Remote management is expected.
• Scalability is normal.
• New solutions usually require a single new
  device.
• Not considered overhead Source of revenue.

9
Data and Voice Separate Historically
10
PBX Components
11
PBX Limitations
SAME LIMITATIONS APPLY TO PBXS WITH IP
TELEPHONE OPTIONS
Processor Card(s)
Limited Slots
TDM Backplane
Analog Devices
Limited Channels
Analog Line Card
Trunk Card
Limited Capacity
12
Weaknesses - PBX Systems

• Proprietary-only the vendor made changes.
• Not intelligent-moves, deletes and adds werent
  automatic.
• Requires second dedicated network, doubling
  cabling costs.
• Does not interface with data easily
• Separate thought, budget, planning
  considerations.
• More Vendor complexity - who do we call if

13
IP Telephony-The Basics
14
IP Telephony-Calling Out of Net
15
IP Telephony-Adding Data
16
IP Telephony-Multi-Site - Save
17
How it works
18
QoS-Quality of Service
19
Story

• City of Sacramento

20
Ciscos IP TelephonyIssues Cost and
Applications
21
IP Telephony Cost issues

• The single greatest reason people migrate to IP
  Telephony is the perceived cost savings
• The single greatest reason people dont migrate
  to IP Telephony is the perceived cost.
• What are the real issues

22
IP Telephony Cost savings

• Less cable runs
• Remote office deployment is easy and fast
• Users support themselves, reducing support costs
• Single phone system, for enterprise, not one per
  location, per vendor

• Reduce interoffice calling costs
• Reduced MAC costs
• Fax, voice mail and email in one box, reducing
  server requirements and needs
• No high priced staff to maintain

23
General ROI Findings

• The range of observed paybacks falls between
  immediate to 4 years with the average being
  approximately 16 months.
• The principle ROI drivers are determined by a
  customers own unique circumstances, however we
  have seen some consistent ROI trends.

24
Success Story Burger King
25
Ciscos IP Telephony Applications
26
Core Applications

• Conferencing-on and off net
• Unified messaging fax, email and vm in one
  location
• Personal Assistant-call screening
• IPCC Express-call center
• XML-lots of stuff here.

27
IP Telephony Benefits
Calls can come in from any site to any siteMore
PSTN redundancy than traditional PBX systems
ANY IP WAN
28
IP Telephony Benefits

True Computer Telephony Integration

• Call control and setup from the PC.
• ANYBODY can develop programs to interface to the
  phone system.
• Softphone, web consoles, Outlook click-to-dial.

29
Many Phone Options

• Low cost one-line phones

• Conference phones

• Web-enabled 2 and 6 line phones

• Phone Expansion Modules

30
Wireless Phones

• 7920 Wireless phones
• Works with 340, 350 and 1200 series Access Points
• Range of up to 1000 feet outdoors
• Range of up to 300 feet indoors.
• Features like 7960.

31
IP Telephony Benefits
Features beyond most PBXs

• Web configuration options for admin users
• Meet-me conference calling
• List of missed/received/placed calls
• Searchable directories right on the phone
• Integration to PC software (ie Outlook)
• 99 personal speed dial entries
• Distinctive rings
• Music on hold 50 streams, per line configurable
• On line help right on the phone
• Create your own features with open interfaces
• many more INCLUDED WITH BASE SYSTEM

32
Extension Mobility

• Log onto any 7940/7960 in a CM cluster to get
  your extension and productivity services
• Extension, services, class of service
  restrictions applied to phone
• Login modes
• auto-logout other phones
• keep login on other phones
• Logout modes
• explicit logout at phone
• timed logout

Users Office IP Phone 7960 (x5000)
Central Site
IP LAN
IP Phone Services Web Server
LDAP Directory
IP WAN
Visiting User Logged onto Phone (x5000)
7960
Branch Office
33
Many XML Applications Available (3rd Parties)
Directory Assistance (411) Yellow Pages
(LSSI) Vyteks Supply Chain solution Time
Attendance solution Weather, CNN Headlines,
Stock Quotes, Time of Day Ringing Netcom's IP
Transportation Information Management System
Calendar calculator Sentinel's I.Q. for
Education Calence's Hospitality Solution
Network Data Systems Palm2CIPP Circata's
Contact Manager Conference Room Reservation
WebBASIS' Digital Desktop "One Number" System
Dimention Data's Call tracking, client billing,
call authorization and IP Phone Mgt AAC's
K-12 apps, surveys, instant messaging to the
phones CheckMate's business dashboard
34
XML Stories of Success
35
IP Telephony - Features Benefits

• Allow mobility-next slide
• Enable knowledge sharing
• Instant messaging on phones
• Remote office deployment is easy and fast
• BE LIKE DATA-Add call center with a single
  device, not a new solution
• Users support themselves

• Single phone system, for enterprise, not one per
  location, per vendor
• Fax, voice mail and email in one box

36
IP Telephony Benefits w/ Voice Mail
Features beyond most VM systems

• Direct MS Exchange integration.
• Per user configurable VM menu customization.
• Per user message notification via phone/page/etc.
• Per user transfer options.
• Easy to configure custom menus.
• Direct integration to LDAP directories.
• Unlimited growth.
• Optional Unified Messaging (VM, Email, Fax).

37
Optional Features

• Conference Connection
• Audio conference server with web interface
• Supports up to 100 ports

• Personal Assistant
• Voice enabled dialing, VM control, conferencing
• Route calls by user-defined rules
• Time of day, Calendar, CLID
• Forward calls to user-defined phone numbers
• Single number, Series of numbers
• Screen your calls
• Select which calls to accept in real time

38
Optional Features

• IVR and ACD (IP/IVR and ICD)
• Queue calls and route to proper agents
• Up to 60 virtual ports per server
• Easy to use call-flow GUI administration

• IPCC Full Call Center Solutions
• Multisite, multi-skill call routing
• Scalable to 100s and 1000s of agents
• Advanced CallCenter features like popup-windows,
  monitor, record, chat
• Agent and manager controls
• Extensive reporting

39
Demonstration

• IP Phone to IP Phone call.
• Failover demonstration.
• IP Phone to PSTN (if available).
• Unity Demo.
• Services.
• Music on Hold.
• User Interface via Web Browser.

40
Types of Solutions

• Enterprise
• Small to Medium Business
• Entry level/transition solution

41
Enterprise Solution

• Call Manager 7835 and up
• Each core component is on separate HW
• Can use either Cisco, Compaq or IBM HW
• Scales up to 10,000 users in a cluster
• Interoperability with current system and voice
  mail

42
Solution 2 ICS 7750

• Everything in one box Small to Medium Business
• Redundant call managers.
• Unity voice mail, with unified messaging.
• Router for PSTN connectivity.
• Supervisor module.
• Redundant power supplies and Ethernet available.
• Just add phones and switching.
• Starts at 15,000 phones services.

43
Entry/Transition Level

• ITS-runs on a 2600 or 1700 series router
• Acts like a key system, but also has
  auto-attendant and voice mail.
• Very inexpensive
• Max users is 48.

44
Why Cisco

• Market Share. See next slides
• Strength of Company.
• Leader in everything that they do.
• Customer service is best in industry.
• Footprint of Installs, locally. Next Slide

45
WW IP Phone Units Market Share Q4 CY2002
Cisco 1
Source Synergy 1/03
46
Total Enterprise VoIP Revenue CY2002
Cisco 1
Source Synergy 1/03
47
Global Customers
Cisco, of course (large campuses of 10s of
thousands of users, 100s of offices) Dow
Chemical (40,000 phones - in progress) http//news
room.cisco.com/dlls/prod_043001_print.html Merril
l Lynch (1000s of phones - more
coming) http//www.fastcompany.com/online/51/merri
ll.html British Telecom's Managed Service
(1000s) http//www.ignite.com/internetservices/voi
p/voip_mm_overview.html New Zealand Dept of
Social Welfare (8000) http//newsroom.cisco.com/d
lls/fspnisapida24.html Datek http//www.cisco.com
/warp/public/345/afm/smartstart/images/banners/Dat
ek_Profile_4c_2.pdf
48
Local Customers
Blackbaud Software, Bosch, Durham Public Schools,
Charlotte Latin, ChapelHill/Carboro Schools,
Central Carolina Bank, College of Charleston,
CPS, Craven County GVT, Dakor, Dick Smith
Automotive, Entegra, Florence Darlington-TEC,
General Engineering Labs, Highland Schools, IDI
Construction, Johnston County, LSSi, MediaOcean,
Meredith College, Mitsubishi, Marine Federal
Credit Union, National Furniture, NetEffect,
Nordfab, Odell Architechs, PTI, Raleigh
Neurology, Richland County Schools, Triangle Red
Cross, Tompkins, SGL Carbon, SNL Securities,
Sparkfly, Sunguard, Synchrologics, Swifty Serve,
UCB Chemicals, UG bank, Webtone, Wilson Cooke,
Zeus many more
49
Why PNC

• Only one of a handful of partners who are IP
  Telephony certified - requires 31 exams!
• Only NC Based partner.everyone else must fly in
  engineers, installers and support staff.
• Had the first install in Charlotte, and, for
  awhile, the largest install.
• Methodology-complete care for life of solution.

50
Next Steps

• PNC/Cisco Visit.
• At your facility
• Get acquainted
• Determine possibility of a fit
• ROI Analysis.
• What would provide best business return
• Network Evaluation and Project Plan.