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IPT Implementation and the RFP Process

Dean LeungDirector of Information TechnologyDavis LLP

Warren JonesChief Information OfficerPillsbury Winthrop Shaw Pittman LLP

<File No.>


Agenda

Firm Background ROI: Financial & Productivity Central vs Distributed Architecture Phone System Design

• Core, switches, power, & remote offices

WAN Design & Implementation Consultant vs In-house Resources Training Current & Future Use of Technology Lessons Learned


Background

Office (users) 2005 (MBps) 2007 MPLS 2007 VPN

Vancouver (327) 3 MBps 40 MBps 3 MBps

Edmonton (69) 10 20 10

Calgary (44) ADSL 20 1.5

Toronto (74) 10 20 1.5

Montreal (18) ADSL 10 1.5

Yellowknife (6) 1.5 1.5 n/a

Whitehorse (8) 1.0 1.5 n/a

Tokyo (2) 10 Fast n/a


Background

Office (users) 2005 ROI

Vancouver (327) Cisco VoIP Existing

Edmonton (69) Analog PBX Trade-in

Calgary (44) Telco Centrex 30 months ($2k/month)

Toronto (74) Building Centrex

18 months ($5k/month)

Montreal (18) Nortel PBX New premises

Yellowknife (6) Analog PBX None

Whitehorse (8) Analog PBX None

Tokyo (2) Digital PBX New premises


ROI Financial

Expansion beyond Vancouver implementation Financial:

• Significant recurring cost savings over leased and Centrex systems

• Elimination of long distance toll charges between cities

• Ease of moves, adds, changes saving time and technician call-in

• Standardize routers, phones, dialling procedures, & training

• Office renovations would only require ½ the cabling as phones and network share the same infrastructure

• Cost effective DR

• Reduction in the number and complexity of RightFax servers


ROI Productivity

Productivity:

• Extension mobility

• 4-digit dialling between offices

• Single voicemail system

• Multiple area code numbers per phone set

• Standardize phones, dialling procedures, & training

• Simplified foundation for future initiatives


Centralized versus Decentralized

CallManager Express (CME) & Unity Express

• Fully independent phone system in each office expense of additional features

• Good option for firms not yet ready to implement a voice quality WAN

• Future implementation of a centralized system with no loss of initial investment


Centralized Versus Decentralized

SRST vs CME

• Survivable Remote Site Telephony (SRST) mode = CallManager Express (CME)

Unavailable features in SRST/CME mode

• Conferencing

• Extension mobility

• Call forwarding

• Call parking

• Call accounting

• One touch voicemail access


Centralized versus Decentralized

Centralize system with full CallManager and Unity Voicemail:

• Capital Preservation: The existing Vancouver-based CallManager and Unity hardware was capable of supporting all users.

• Business Continuity (BC): It was more cost effective to implement a BC strategy in a centralized environment.

• Integration: In a decentralized model you would not have features such as extension mobility and voicemail forwarding between offices.


Phone System Design - Core

“PBX”

• 2 Cisco Unified CallManagers - HP DL360

Voicemail

• Cisco Unity - HP DL360

DR Site:

• CallManager

• Virtualized Unity

Network:

• VLAN voice and data on switches with QoS

Other vendors or Open Source Asterisk


Phone Power

Switches with Power over Ethernet (PoE)

• major offices

• enough for phones only

• re-use old switches at edge

• UPS upgraded to match CallManager to maintain phone operation

Power bricks

• smaller offices

• UPS added for key phones


Phone System Design - Remote Office

Utilized central CallManager’s and voicemail servers• phone set, switch, and UPS requirements identical to the

Vancouver office. Each office require local phone and fax DIDs. Ensure that phone service un-interrupted if there was a WAN

outage Cisco router (2800 – 3800 series) in each remote office:

• Survivable Remote Site Telephony (SRST) Phone and V-mail failover

• VPN tunnel between offices• Private WAN to Internet VPN failover and failback • QoS tagging for voice priority• PRI voice and fax termination• Analogue modem gateway


WAN Design

Cost and availability limited scope of design

MPLS mesh between 5 major offices

Yellowknife, Whitehorse, Tokyo via internet VPN

Mesh VPN for redundancy & low time sensitive traffic: e-mail, intranet, printing

Award contracts to those with different physical infrastructure to minimize single point of failure - last mile issue


Quality of Service (QoS)

Ensure voice and video have carpool lane over WAN

VPN links without QoS during failover

QoS Design and Overflow to PSTN

1 MBps=10 concurrent calls

Overflow 11th and subsequent calls to PSTN


WAN Implementation

Largely invisible to user

Provisioning times best guess only

Static routes to cut over and back as required

MPLS first then VPN to Tokyo, Yellowkinfe, & Whitehorse via Cisco routers with seamless failover to backup VPN site

Finally mesh VPN links and route low priority traffic over VPN - use what you have


Consultant Implementation

Managed every aspect of the deployment

Leverage the expertise of our integrators

Not able to take ownership of the new system - black box

• typically in traditional PBX based systems

No touch maintenance clauses

longer diagnostic and repair times as we would have to call in the integrators for issues and installation of patches which could otherwise be handled in-house.

• new Cisco switches were running IOS

• CallManager and Unity servers were running Windows 2000 Server as the OS and Microsoft Exchange 2000 for voicemail.


Hip-to-Hip: Firm Ownership

Hip-to-hip deployment

• integrators worked closely with Cisco certified in-house IT staff

• Integrators implemented, optimized, and documented first remote office

• IT team took ownership of the project and deployed the balance of the offices with the integrators monitoring and assisting as required.

• Model of the router and number of phone in each office being the only variables this process was largely a cut and paste operation


Install Workflow

At a high level the steps were as follows:

1. Install new switches in each office

2. Deploy phones to each user

3. Configure Cisco routera. SRST functionality

b. Fax routing

c. Voice routing

d. Long distance routing

e. Analog lines

4. Test failover and failback of WAN

5. Train users and provide hands on testing - KEY

6. Port lines over or move PRI to new system once users are comfortable

7. Retire old system and collect phones


User Training

Boardroom demos

Pre-recorded WebEx sessions

Quick reference cards

Pre-train secretaries to support lawyers

Phones already deployed for inter and intra-office use and v-mail setup

Minimized support after cutover


Leverage New Infrastructure

Fax server consolidation (3:1)

• Inbound DID Faxing

• Consolidation of RightFax Servers

• Local office PRIs for Fax DIDs

• Routing faxes back to Vancouver & e-mailed to user


Leverage New Infrastructure

Cost Recovery

• Centralized cost recovery of fax and phone calls

• Standardization across the firm

Video Conferencing (VC)

• QoS tagging Voice, video (codec better), other

• 4-digit dialing between Tandberg systems and phones

• Webcam and software turns desktop into VC station


Future Telephony Possibility

3rd party applications

IP Phones are XML browsers – endless possibilities

Cisco’s IP Softphone

Hands-free Outlook contact dialling

File voicemail into the DMS

Firmwide or targeted broadcast messages (e.g. outages, weather, bulletins, stock quotes) on phone displays

Paging system

WiFi Phones for meeting areas


Lessons Learned

Find a good implementer with extensive experience and knowledge of both voice and data systems

Ensure you have provisions with the implementer and train techs to avoid “black box” systems

Buy support directly from the vendor, not the implementer

Stick with the local incumbent Telco to reduce delays and complexity for phone services

Track WAN uptime to ensure Service Level Agreements are met


Lessons Learned 2

Get physical data paths from your WAN provider and perform periodic audits to ensure traffic takes the most direct route

Setup one office first and wait until everything matures before expanding

Patch Cisco products only if there is an identified fix as features and functionality can be removed between patches

Telco install/provisioning dates are best guesses ILTA Voice and Data Communications Whitepaper -

http://www.iltanet.org/communications/pub_detail.aspx?nvID=000000011205&h4ID=000000872605

DAVIS LLP and the DAVIS LLP logo are trade-marks of Davis LLP, © 2007 Davis LLP, all rights reserved. Unauthorized copying, distribution and transmission is strictly prohibited.


IPT Implementation and the RFP Process

Dean LeungDirector of Information TechnologyDavis LLP

Warren JonesChief Information OfficerPillsbury Winthrop Shaw Pittman LLP

<File No.>

davis llp and the davis llp logo are trade-marks of davis llp, © 2007 davis llp, all rights...

Documents

main wan implementation

pstn slide

main phone power switches

fastna slide

main wan design cost

key phones slide

main ipt implementation

vancouver office