Successful VoIP Implementation

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• Successful VoIP Implementation
• Chuck McAllister
• Clayton Hawks
• Shannon Fournier

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Who is IDEXX?

• IDEXX Laboratories, Inc. is a worldwide leader in
  the development and commercialization of
  innovative technology-based products and services
  for veterinary, food and water applications.
• 4,500 employees
• 60 locations in 18 countries
• Explosive double-digit growth
• 1B company
• Biggest line of business is Companion Animal
  Care 80
• Pride ourselves on Customer Service

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Challenges

• How can we provide the business with the tools
  they need to service our customers?
• Consistent treatment of customers.
• Get the caller to the right resource quickly.
• Report on all activities.
• Meet compliance requirements for ISO audits.
• Stabilize the environment
• Solution Leverage the powerful MPLS network and
  deploy VoIP.
• Two facets of VoIP that we will discussWAN and
  LAN

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• IDEXX VoIP Deployment

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Agenda

• Why VoIP?
• Why Now?
• Installation Hiccups and Heartburn..
• Data Network VoIP Support
• Success!
• Survivability
• Whats next?

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Prior to VoIP the FCE Model

• Stand alone sites
• Disparate/Old hardware
• Non-standard face to customer
• Over 30 systems in the US alone to manage,
  upgrade, carry maintenance for..
• Toll charges for calls between locations

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Why VoIP?

• Centralized system
• Main site in Westbrook (One IDEXX Drive)
• Standardized hardware
• Standard face to customer
• Calls between sites are free using our robust
  MPLS network
• Lower Maintenance costs
• Gain efficiencies

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Why VoIP?

• All sites in a single system have access to all
  telephony business applications
• Call Center Software
• Call Management System (reporting)
• Work Force Management
• Voicemail
• Ability to have a virtual call center anywhere in
  the world

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Why Now?

• Avayas Migration path works well with IDEXX
  strategic goals
• IDEXX WAN is now completely MPLS and is ready for
  VoIP, ensures Qos
• Overall VoIP strategy matches our technical skill
  set converged team
• Supports growth strategies

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Hiccups and Heartburn

• G650s dedicated fiber vs MPLS
• Learning about the Firmware updates
• IP Network regions, IGARs CAC limits oh my!
• Intervening regions
• QOS, 176 Options and DHCP Scopes

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• IDEXX Data Network VoIP Support

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IDEXX Data Network VoIP Support

• Cisco Quality of Service Layer 2 3
• Power Over Ethernet / VLAN Tagging
• DHCP
• IP Hard Phone Configuration File Services
• Monitoring Tools

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Cisco Quality of Service Layer 2 3

• Voice over IP requires strict quality of service
  end to end including the providers backbone.
• Type of Service (ToS) at layer 2 guarantees
  switch ports prioritize voice over data across
  LANs.
• Class of Service (CoS) at layer 3 guarantees
  routers prioritize voice over data applications
  across WANs.
• 20 of every LAN/WAN connection is reserved for
  voice.
• The IDEXX WAN is comprised of MPLS T1/T3s
  E1/E3s creating 300Kbs 3Mbs for voice traffic.

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Power Over Ethernet / VLAN Tagging

• Cisco Power Over Ethernet switches provide power
  for IP hard phone sets reducing the need for
  power mid spans and power bricks reducing over
  all power costs.
• Cisco VLAN tagging technology allows IT engineers
  to design a VoIP/Data solution that requires only
  a single station cable for a user. This allows
  the IP hard phone and the PC to communicate over
  one wire from the desktop using separate VLANs
  for each type of traffic.

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Power Over Ethernet / VLAN Tagging (cont.)

• IDEXX saved over 200,000 in wiring costs in the
  new West Expansion Project by designing the voice
  and data network access using single connections
  and VLAN tagging for logical separation of voice
  and data traffic.

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DHCP

• IDEXX uses Dynamic Host Configuration Protocol to
  send configuration information to the IP Hard
  Phones.
• IP Hard Phones receive their Alternate Gatekeeper
  List, LSP, Voice and Data VLAN assignments, Layer
  2 ToS, SNMP, and Configuration File Server
  information automatically at boot up.
• This allows IT Engineers to centrally manage
  these settings reducing overall management costs
  of IP Hard Phone deployments.

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IP Hard Phone Configuration File Services

• IP Hard Phones receive their file configuration
  server information from DHCP.
• The IP Hard Phone then contacts the filer server
  and downloads its firmware and application.
• Additional settings like turning the backlight of
  the IP Hard Phone off after 30 seconds can be
  pushed down.
• Centralized file servers reduce management
  complexity and costs by maintaining fewer points
  of file access for firmware, application and
  settings upgrades.

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Monitoring Tools

• VoIP also requires a robust set of network
  monitoring tools to identify performance trends
  before they become major issues.
• SNMP and NetFlow queries of data network
  interfaces are recorded and graphed.
• IT Engineers review network performance daily.
• Thresholds are set to alert of troublesome
  network conditions.

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IDEXX Data Network VoIP Support

• IDEXX has been very successful deploying VoIP
  because of
• Tight integration between the Voice and Data
  Teams.
• Solid understanding of both Voice and Data
  network principles.
• Interoperability between Cisco and AVAYA.

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Success!

• After successful integration of two G350s at our
  two facilities in GA IDEXX went ahead with FCE
  across US sites
• 10 systems in a summer!
• Do it yourself plan
• Cookie cutter labs

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IDEXXs North American Topology
Calgary, AB
Westbrook Main PBX Server
Langley, BC
Banbury, WI
Thomas Drive
Eau Claire, WI
Edmonton, AB
Lachine, QC
Morrisville, NC
Markham, ON
Glen Burnie, MD
North Grafton, MA
Ashley Drive
Lexington, KY
Las Vegas, NV
Elmhurst, IL
Phoenix, AZ
Norcross, GA
Riverfront Plaza
Plainview, NY
Fremont, CA
Roswell, GA
Greensboro, NC
Totowa. NJ
Durham, NC
Portland, OR
Memphis, TN
Dallas, TX
Denver, CO
Irvine, CA
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Survivability

• Voice circuit issues calls route out over
  trunks in other locations
• Incoming calls re-routed by IDEXX staff through
  ATTs Route It! product
• WAN outage LSP (Local Survivability)
• All software from S87xx is known to the LSP and
  is still used when in a stand alone configuration

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Whats Next?

• IDEXX Telecom strategy goes global
• Europe
• Japan
• Taipei/China
• Australia

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QA
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• Thank you!