IP Telephony in Public Health

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IP Telephony in Public Health
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Agenda

• Haigh, Todd Associates Introduction
• IP Telephony Overview
• Public Sector Business Drivers
• IP Telephony Opportunities
• Public Health Applications
• Next Steps
• Questions / Answers

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Haigh, Todd Associates, Background

• 15 Years Telecommunications Consulting
• IP Telephony Experience
• Public Sector Experience

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IP Telephony Overview

• No Silver Bullet
• Evolution vs. Revolution

The Question is not if Rather, When How?
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Understanding Terms

• IPT
• Internet Protocol Telephony. Is the ability to
  have the application of telephony integrated with
  an IP data network.
• VoIP
• The ability for a IP network to convert TDM/PCM
  into IP across a wide area network and convert it
  back to TDM/PCM again.
• Convergence
• A network where ALL applications are transmitted
  in the same format. Generally IP.

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Market Trends
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Market Trends
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Traditional PBX
Physical Address
Virtual Address
PBX
PBX
T1
T1
CPU 486
DTMF
ops opx
T1 LC
T1 LC
DLC
T1 LC
T1 LC
SLC
DLC
Highway Tone
23 Trunks 1 Signaling
CTI
IVR
VM
PSTN
ACD
Analog
E-mail
WEB
20 Users
DB
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Pure IP Telephony
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IP Telephony Technology Benefits

• Sessions versus Ports
• Distributed Applications
• Redundancy / Disaster Recovery
• Migration toward Standards Based Telephony

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Public Sector Business Drivers

• Shrinking Funding Sources and Budgets
• Expanding Responsibilities in a Changing World
• Retiring Workforce
• Need to do More with Less
• Increasing Dependence on Private Sector
• Inefficient Business Model

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IP Telephony Opportunities

• Opportunity to Cut Cost
• Facilitator of Business Process Change
• Eliminates Geographical Boundaries
• Enhances Collaboration
• Increasing Dependence on Private Sector
• Enables the Ability to do More with Less

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Business Process Change is the Key

• Change in Mindset
• Make Better use of Resources
• Expedites Capital Investment Recovery
• This is the Killer Application

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Public Health Applications

• Public Health Alert / Emergency
• Private Sector Partnerships
• Centralized Answering
• Connection of Needs and Resources
• Tip of the Ice Berg

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Public Health IPT Network Overview
Notes/Assumptions 1. Shared state network
availability 2. Infrastructure partner 3.
Common technology 4. Centralized Applications
Infrastructure Business Partner
Soft Switch
PSTN or Centrex
Private Sector Location
PSTN or Centrex
Fax
Voice Server
PC
ACD Server
IVR Server
Remote Agency Location
IP Centrex Location
Agency Headquarters
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Public Health Alert Emergency
Notes 1. Emergency number terminates at HQ 2.
Agents instructed to log on at multiple sites 3.
Calls distributed across the network
Infrastructure Business Partner
Soft Switch
Emergency Response Number
PSTN or Centrex
Private Sector Location
PSTN or Centrex
Fax
Voice Server
PC
ACD Server
IVR Server
Remote Agency Location
IP Centrex Location
Agency Headquarters
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Private Sector Partnerships

• Diagram

Notes 1. Interoperability with the Private
Sector 2. 2-way seamless communication 3.
Requires Infrastructure Business Partner
Infrastructure Business Partner
Soft Switch
State Resident
PSTN or Centrex
Private Sector Location
Existing PBX
PSTN or Centrex
Fax
Voice Server
PC
ACD Server
IVR Server
Remote Agency Location
Small to Medium Agency
Agency Headquarters
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Centralized Answering

• Diagram

Notes 1. Agency wide 311 Service 2. Tier 1
support of primary callers 3. Ability to route
to expert resource anywhere in the
enterprise
Soft Switch
State Resident
PSTN or Centrex
Private Sector Location
Existing PBX
PSTN or Centrex
Fax
Voice Server
PC
ACD Server
IVR Server
Remote Agency Location
Small to Medium Agency
Agency Headquarters
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Agency Next Steps

• Develop Agency Wide Strategy
• Financial Assessment of VOIP / IPT
• Perform LAN/WAN Assessment
• Identify Business Process Opportunities
• IT Organization Structure Assessment

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Questions
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