ip telephony and voice over ip: a technology primer chris duncan mcmillan binch llp director of...

IP Telephony and Voice Over IP:A Technology PrimerChris DuncanMcMillan Binch LLPDirector of Information Technology

LawNet - August 26, 2004

Overview

• McMillan Binch overview• What is VoIP?• Why do VoIP?• Selling to firm/risk• Cost/Cost savings• Things to consider

Overview

• Network preparation• Quality of service/security• Preparation for purchase• Cisco solution provides• Success/Failures• Demos (softphones/UM/CRM)

First Things First

• Let it be known that I am not a presenter, I am a techie

• Interrupt or ask questions at any time• This is not a sales pitch

McMillan Binch Overview• 155 Lawyers• 475 total staff• Single Toronto location• Recently moved to Cisco IP solution

replacing Rolm Model 50 9005• 525 phones (7960 Series)• Wifi 802.11a and 802.11g

guest/private networks throughout firm• Cisco CallManager with Unity Mail

What is VoIP?

Email

CollaborationCalendar

Web Application

Instant Messaging

DATADATA

Video Conferencing

VIDEOVIDEO

Voice Messaging

TelephoneServices

VOICEVOICE

Audio Conferencing

What is VoIP?

email

Voice Messaging

Collaboration

Calendar

Video Conferencing

Web Application

Audio Conferencing

Instant Messaging

TelephoneServices

Why VoIP? Traditional PBX• Pros

Already in place No additional cost Provides dial tone Performs most required functions Stable, no “risk”

• Cons Development ceased Perception of “old” equipment Limited disaster recovery Limited new functions

Why VoIP? Hybrid• Pros

Already in place Add required functionality Add remote sites/mobility VoIP function for VoIP phones

• Cons Support two platforms Traditional/VoIP phones Possible limitations of switch

Why VoIP? VoIP• Pros

Full functionality More support options Toll cost savings Improved moves/adds/changes Less cabling Same network

• Cons Full UPG (cost) Same network New/Risk

Why VoIP for McMillan Binch?

• Support for existing product becoming difficult

• Ongoing costs and timing of moving existing equipment

• Limitations of current switch• Unified messaging capabilities• Required upgrade to existing

voicemail hard drive

Why VoIP for McMillan Binch?

• Fiber runs in new space, not copper• Could fully test new solution in new

space• Reduced cabling costs• Cost of moving existing switch

$185,107 CDN

Selling to the Firm/Risks

• Tough job, why should they spend huge dollars on risk?

• Dispel myths• Understand potential

cost/administration savings• One network to support• Mobility/Teleworker

Selling to the Firm/Risks

• Disaster recovery• Security• Include Management/Lawyers in

process• Document decision making process• Block all public accessible ports

(turning off switch)

Cost/Cost Savings

• Reduce management costs• Toll bypass• Simplified set up of remote locations• Move/add/changes• Lower cabling costs• Equipment comparable to traditional

PBX/phones

Cost/Cost Savings

• In house development• Remove 1FL lines• More support options/providers• Mobility/Teleworker gains

Network Preparations

• One cable network• Power Decisions

Adapter In-line power adaptor In-line powered switches

• UPS

Network Preparations

• Workstation UPS• Redundant switches/servers• Possible generator power• Copper line backup• Power all ports if possible

Quality of Service/Security

• Needs of layer 3 network (sub networks)

• QOS software to set packet privileges• Ensure proper IP address structure• Echoing expectations• Wide area link speeds• Phone quality

Quality of Service/Security

• More secure than copper• Can record “own” conversation

Preparation for Purchase

• Involve Management and Lawyers (provide options)

• RFI to vendors• RFP to suppliers• Document existing switch functions• Document how new VoIP solution can

provide functionality

Preparation for Purchase

• Ask vendor for options• 3rd party development• Upgradeability• Proven technology• Work in existing infrastructure?• Wifi needs?

Preparation for Purchase

• Call recording• Training

Preparation for Purchase

• Things to Consider Number of lines or phones Intercom needs Full duplex phones Soft keys Head set ready Inline power or powered (what

about power failures?)

Preparation for Purchase

• Things to Consider Profile editing Work with wifi network Conference ad hoc and scheduled Cost recovery Time synchronization Vendor support

Preparation for Purchase

• Things to Consider Not running phones/software on

PC’s dependant on power

Cisco Solution Provides

• Multiple phone options• Upgradeability• Proven technology• Technology leader• Works with existing infrastructure• XML development• Power over ethernet

Cisco Solution Provides

• Wide area support• Wifi integration• Soft phones• Unified messaging• Mobility• CRM integration

Cisco Solution Provides

• Disaster recovery options• Conferencing• Directory services• 3rd party cost recovery• Ease of use, minimal training• Excellent quality phone

Cisco Solution Provides:Clustering Over the WAN

• CallManager cluster across sites• Applications can be centralized or distributed• Single Point of Administration, Extension Mobility• Feature Transparency and Unified Dial Plan• Hardware, database and application resiliency• Dial plans and routing maximize PSTN connectivity and

minimize toll charged – internal and external

VoiceMail

Server

VoiceMail

Server

IP PhonesIP

Phones

SpaceSpaceSpaceSpaceTorontoToronto PhoenixPhoenix

CallManager cluster

DataTraffic

TorontoPhoenix

Router

IP WAN

PSTN

ISDN Backup

Voice Traffic Head OfficeBranch

Call Control TrafficCall Control Traffic

Cisco Solution Providers

• Cisco IP phones automatically reconfigure• Retain all basic features (DID, DOD, Call Hold,

Transfer, Speed Dial, Caller ID, Call Forward).• All calls now routed out local gateway• Automatically re-homes to CallManager when WAN

link returns

CallManagerCluster

Cisco Solution Provides:Directory Services• Corporate Directory• Missed, placed,

received calls• Client, personal

Directory• Fast Dials• 411• Billing and Client

codes

Cisco Solution Provides:Cisco Conference Connection• Audio conference

server with web-based scheduler

• Removed high costs of conferencing and collaboration

• Supports up to 100 ports

• Email internal and external attendees

Cisco Solution Provides:Phone Configuration – 99 Fast Dials

Cisco Solution Provides:Phone Configuration – User Experience

Cisco Solution Provides:What can I do with Cisco phones?

Instant Messaging

Class Registration

Room Service

Flight Schedule

Time Card

Account Codes

Inventory Check Interest Rates

Wake up Call Headline News

Outlook Integration

Employee Benefits

Employee Directory

Emergency Bulletin

Shipment Tracking

Advertising Purchase Requisitions Conference Manager

Unified Messaging Local Attractions

• Activate recording during the call• Keeps entire call in cache• Replay via web and email to colleagues• Affordable, scales from 1 phone upwards

Cisco Solution Provides

Successes/Failures• Huge success, everyone likes

phones/functions (comfort)• Some concerns on settings, timeouts,

cost recovery• Echo needed to be tweaked• Training almost not necessary• Love soft keys and directories• Love the Q.O.S. and clarity• Response on keys almost too quick

Demos

• Unified Messaging• Softphones• CRM Integration

Questions

chris.duncan@mcmillanbinch.com