interoperability update: where we’re going, where we’ve been jeanne bayerl director of product...
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Interoperability Update:Where We’re Going, Where We’ve
Been
Jeanne Bayerl
Director of Product Marketing
Alcatel e-Business Networking Division
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• Enterprise voice communications systems must interact with:– End-user devices
– Other voice systems
– Public networks
– Network infrastructure
– Server hardware
– Applications
– Management systems
– Directories
• Open standards enable interactions between these components from multiple vendors
The Many Dimensions of Interoperability
PSTNCommunicationCommunicationSystemSystem
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Progress on InteroperabilityWhere We’ve Been
19501950 19801980
20002000
More vendors = More vendors = more choices and more choices and options, but little options, but little interoperabilityinteroperability
More vendors = More vendors = more choices and more choices and options, but little options, but little interoperabilityinteroperability
Voice systems move into Voice systems move into “open” IP environment, “open” IP environment,
but remain relatively self-but remain relatively self-contained contained
Voice systems move into Voice systems move into “open” IP environment, “open” IP environment,
but remain relatively self-but remain relatively self-contained contained
PSTNPBXPBX IP Network
PSTNPBXPBX
PSTN
CTICTICTICTI
19951995
““One” company, One” company, one choiceone choice
““One” company, One” company, one choiceone choice
Q.SIGQ.SIGQ.SIGQ.SIG
H.323H.323H.323H.323802.3 af802.3 af802.3 af802.3 af
VLANsVLANsVLANsVLANs
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Progress on InteroperabilityWhere We Are Going
Application server farmEnterprise
IP network
Com Server
Media Gateway
CarrierIP Network
PSTNPSTN
- “PBX” becoming a software application- “PBX” becoming a software application- “PBX” becoming a software application- “PBX” becoming a software application
- Decoupling of hardware and software- Decoupling of hardware and software- Decoupling of hardware and software- Decoupling of hardware and software
- Voice services becoming integrated in - Voice services becoming integrated in web applicationsweb applications- Voice services becoming integrated in - Voice services becoming integrated in web applicationsweb applications
- Communications becoming user-centric- Communications becoming user-centric- Communications becoming user-centric- Communications becoming user-centric
- Voice services becoming intuitively Voice services becoming intuitively integrated into desktop tools and e-integrated into desktop tools and e-business applicationsbusiness applications
- Voice services becoming intuitively Voice services becoming intuitively integrated into desktop tools and e-integrated into desktop tools and e-business applicationsbusiness applications
- Various communications tools become unified- Various communications tools become unified- Various communications tools become unified- Various communications tools become unified
- Any device to any media over any networkAny device to any media over any network- Any device to any media over any networkAny device to any media over any network
SIPSIPSIPSIP
XMLXMLXMLXMLVxMLVxMLVxMLVxML
LinuxLinuxLinuxLinux
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Interoperability with End-user Devices
• Where we’ve been: – Very limited interoperability between phones and PBXs from
different vendors• PBX vendors developed proprietary digital signaling protocols to deliver
enhanced features - analog was only level of interoperability
• With IP telephony, H.323 not feature-rich enough, so vendors put their proprietary protocols on top
• Where we’re going: SIP• Concept of “presence”
• Web technology: HTTP-like, URL-addressing, DNS, MIME
• Media blending, multi-session (conferencing)
• Carrier adoption driving “IP-POTS”
• Voice services being integrated into PC desktop
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SIP and H.323
• SIP and H.323:– Are protocols that enable communications between two devices to
be set-up, modified and terminated– Define mechanisms for call routing, call signaling, capabilities
exchange, media control, and supplementary services
• H.323 is a protocol that has been widely adopted for integrating telephony onto IP networks
• SIP is a lightweight Internet-based protocol that offers ease of implementation, especially in web environments, and is being adopted by a growing number of carriers
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Interoperability with Other Voice Systems
• Where we’ve been:– Legacy TDM systems:
• E&M – basic connectivity• Q.SIG – basic and supplementary services
– Limited deployment by vendors, but remains important for migration from legacy
– IP-based systems:• H.323 – basic features
• Where we’re going:– Stop-gap approaches:
• H.323 Supplementary Services (H.450) • Q.SIG over H.323
– SIP – single, consistent approach for end-points, networks and other systems
PSTNVendorVendor AA
VendorVendor AA
VendorVendor BB
VendorVendor BB
IP Network
Vendor BVendor BVendor BVendor BVendor AVendor AVendor AVendor A
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Interoperability with Public Networks
• Where we’ve been:– Well established standard interfaces to connect to the PSTN and
other enterprise locations:• POTS, Digital / T1, ISDN• Leased lines, VPNs• ATM, frame relay
• Where we’re going: – Carriers are deploying SIP-based network services, bundling
Internet and voice services over IP– Extends “presence” to the WAN
IntranetCarrierWAN Intranet
PSTN
IP-PBXIP-PBXIP-PBXIP-PBX IP-PBXIP-PBXIP-PBXIP-PBX
SIPSIPSIPSIP SIPSIPSIPSIP
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Interoperability with Network Infrastructure
• Where we’ve been: – Voice systems running on dedicated infrastructure
• Where we’re going: – IP communication applications deployed just as any other
application on the corporate IP network
• Requires:– Adherence to open standards:
• QoS: 802.1 p/Q, ToS / DiffServ
• Power: 802.3 af
– Independence of IPT and IP network• Voice elements not intertwined with routers, switches
• Consistent management of IPT elements
OpenAPIs
OpenStandards
Application & e-business layer
IP telephony application
infrastructure
Network Infrastructure
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Interoperability with Server Hardware
• Where we’ve been: – Voice systems running on proprietary hardware
• Where we’re going:– PBX becomes an IP communications application:
• Running on standard “communications grade” operating systems, e.g., Linux
• Running on standard IP appliance servers
• Connecting directly to the LAN
• Communicating directly with endpoints and gateways
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Interoperability with Applications
> IP communication applications must be integrated with other applications
> Voice services in e-business applications
> CRM, ERP, WFM, SFA, etc.
> Unification of personal communication tools
> Multiple devices
> Messaging systems
> Calendars, PIMs, portals, etc
OpenAPIs
OpenStandards
Application & e-business layer
IP telephony application
infrastructure
Network Infrastructure
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Interoperability of Applications
• Standards enable the flexibility– Simplified integration reduces capital expenditures– User-centric communication makes people more productive and
lowers operating expenses
Application Infrastructure
Layer
Application& e-business
Layer
Network Infrastructure
Layer
CommunicationServer
Voice Portal
Application / Portal
Servers
Mail &Collaboration
Directory
Contact Center CRM
UnifiedCommunications ERP
LAN WANMedia
gateways
PLM
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Interoperability with ApplicationsVoice Services in e-Business Applications
• Where we’ve been:– CTI in contact centers where ROI is obvious
• TAPI, TSAPI, CSTA, Cobra, etc.• Successful in CRM, limited elsewhere
• Where we’re going:– Enterprise-wide web-based integration of voice services into business
applications• Unifying the e-business and communications silos
– Web programming model: a new reference• XML: integration with web services• VxML: Mobile access to all corporate resources through a voice enabled web• SIP: New services using presence and media blending
– Enormous developer / integrator base
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Interoperability with ApplicationsUnification of Personal Communication Tools
• Where we’ve been: total communication chaos
Customers
Agents
Colleagues
Partners
At HQ Office
BranchOffice
TeleWorking
On TheRoad
Multiple Networks
$$$
Multiple Devices
$$$Multiple
mailboxesdirectorie
s$$$
Fragmented
Experience$$$
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Interoperability with ApplicationsUnification of Personal Communication Tools
• Where we’re going:– Intuitive integration of voice services into existing tools (e.g.,
Outlook, Notes), web applications and employee portals– Access to corporate resources from any device, over any network
• Relevant standards:– XML, SIP, VxML, IMAP4
Voice &Data
Networks
E-mailDirectories
Businessapplications
Web SitesCollaboration
IP, PSTN, Cellular, GPRS, UMTS, WLAN,
Bluetooth, etc…
IP, PSTN, Cellular, GPRS, UMTS, WLAN,
Bluetooth, etc…
UnifiedUnifiedCommunicationsCommunications
PlatformPlatform
UnifiedUnifiedCommunicationsCommunications
PlatformPlatform
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Interoperability with Management Systems
• Where we’ve been:– Separate, self-contained management systems for voice
• Where we’re going:– Incorporate various IP telephony system management tasks into enterprise
network management systems, e.g., troubleshooting, alarms, etc.
– While still maintaining consistent IPT system management
• Relevant standards:– SNMP, CMIP
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Interoperability with Directories
• Where we’ve been:– Many different databases storing employee information – Often duplicate information, e.g., phone number in multiple places
• Where we’re going:– Directories synchronizing and sharing information, reducing
repetitious data entry tasks
• Relevant standards:– LDAP– XML / web services
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Multi-Vendor Solution Example
UnicenterUnicenterUnicenterUnicenter
xpressa™xpressa™xpressa™xpressa™
DEFINITY ® PBXDEFINITY ® PBXDEFINITY ® PBXDEFINITY ® PBX
OmniPCX EnterpriseOmniPCX EnterpriseOmniPCX EnterpriseOmniPCX Enterprise
Catalyst switchesCatalyst switchesCatalyst switchesCatalyst switches
SNMPSNMPSNMPSNMP
LDAPLDAPLDAPLDAPQ.SIGQ.SIGQ.SIGQ.SIG
SIPSIPSIPSIP
802.3af802.3af802.1p/Q802.1p/Q802.3af802.3af
802.1p/Q802.1p/QVxML VxML IMAP4IMAP4VxML VxML IMAP4IMAP4XMLXML
VxMLVxMLXMLXML
VxMLVxML
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Thank you for your attention