walking our talk–how dell is deploying an end-to-end uc environment with lync
Post on 21-Oct-2014
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Case Study of Dell's journey of deploying Lync as a PBX reaplcement platformTRANSCRIPT
Michael PrzytulaManaging Director – UC&C ServicesDell
Walking our Talk–How Dell is Deploying an End-to-End UC Environment with LyncPTNR106
About us
Employees
~150,000
Office locations
413
Telephone extensions
273,000+
Our UC journey
This story began in Texas14,000+ extensions8 buildings
The Nortel SL-100 began powering our Round Rock campus in the 90’s
Use tiles only if there is content such as text or photos and not for decoration
Nortel SL-100 Architecture
• New office, new PBX• Lacked central control • Costs were high
..and Dell went global
A single, world-wide7 digit dial plan!
Challenge#1Replace the SL-100
Where to next?Voice over IP was needed to drive down costCisco was the market leader however….OCS 2007 R2 IM/P was already deployed world-wideVoice over IP
Scale Already owned
Already deployed
Minimal Addition CAPEX
• Campus-wide deployment in 2008• All information workers • Contact Centre agents were excluded
• USB headsets replace the handset• Voicemail moved to Exchange 2007 • We saved a bundle of $$$$• PBX replacement• Handsets• Voicemail
OCS 2007 R2 Enterprise Voice
• Develop and support a unified vision• Dedicate resources from all departments• Begin with the end in mind • Plan the overall architecture then determine how to get there.
• Iterative release deployment • Deploying all features at once will be difficult to manage.
• Executive support and buy-in• Frequent customer and stakeholder communication
• Plan for QoE monitoring, redundancy, and simplicity
..and we learnt some valuable lessons
..and then the world went quiet…..
The Connected Workplace @ Dell
The 4 tenants of connected workplace
People Customers Shareholders Planet
Connected workplace enablers
Flexible work solutions:A new way to approach work in terms of how, where and when work is conducted
Workplace innovation:Facilities transformed into collaborative workspaces to creatively inspire innovative work methods
Unified communications:A strong technology foundation provides remote and mobile participants the opportunity to work any place at any time
Workplace innovation
Unified CommunicationsEnabling the mobile workforce to pick & choose whenand where they work
LyncIs it ready to leave Round Rock?
Remote AccessCan the VPN support the increased utilization?
MobileWhat devices will people use and how will they access corporate systems?
WirelessThe workload is going to shift to real-time
Worldwide5700+ users in original scope across 24 sites
Lync was the logical choice but…“We only prioritize G.729a on our WAN and Lync can’t use that”“How can we control the bandwidth when users communicate with each other?”“How can we monitor the traffic?”“RT-Audio is unpredictable”“Lync isn’t proven in an environment the size and complexity of ours”
Dell as a customer – driving innovationDell consultants worked with Dell IT as a customer Lync had all the features to make Connected Workplace shine.. but was it really ready for us?
The answer was Yes.
Dell IT
Consulting Services
The re-engineering beganOriginal deployment planned for IM/P and Web Conferencing only3 data centers world-wide
Connected Workplace would shift user loadFrom office locations to VPN termination points
How would we?Keep G.729a the predominant protocol on the WAN?Maintain the 7D dial plan?Not allow inbound email and other traffic to impact active call quality for remote users?
Re-design parametersG.711 is the codec for PSTN callsA call to the PSTN will egress at the site it originated from
New Lync pools in VPN termination pointsConnected Workplace Users are homed on the Lync pool where their primary VPN connection terminates
VPN termination points get mediation server poolsWhen a Lync users calls another non-Lync user or the PSTN, the call is converted to G.729a before it leaves the data center
Every Avaya PBX gets a mediation server or SBSTake the quickest path to a Lync user on an inbound call.
Build a global edge architectureSupport a move away from VPN
New type of mobile worker needed a new type of networkNetworks team deployed a new Dell solution Optimized for Lync providing;
Adaptive Radio ManagementDual SSIDsApplication Finger PrintingQoS on the backhaul
Wireless for sound with Dell PowerConnect W
Adaptive Radio Management (ARM) 1. Adaptive RF – Automate RF set-
up and optimization
2. Band Steering – Load balance clients to higher capacity 5GHz band
3. Spectrum Load Balancing – Load balance clients across channels
4. Co-Channel Interference – Coordinated access to APs that share a single channel
5. Airtime Fairness – Scheduled access for dense deployment of mixed clients
6. Self-Healing – Adjust power to address coverage holes
2.4 GHzCh 1
2.4 GHzCh 1
2.4 GHzCh 115 GHz
Ch 36
5 GHzCh 149
5 GHzCh 52
5 GHzCh 161
X
X
2.4 GHzCh 6
X
End user enablement
End user enablement - search
Asia Connected Workplace
..and the world was once again good
Challenge #2Standardize the platform
The drive to standardize
There can only be One!
More complexity means more cost. We must drive to standardize
Cost effective
It has to save us money
Fast & flexible
Rapid acquisition strategy has us inheriting PBXs faster than we could consolidate or de-commission them
Functional
It had to deliver the features and functions our users were demanding
Making the commitmentThe user community was demanding LyncProtocols were analyzed to the KBCall volumes were measured between sitesCosts were analyzed
The decision was made.
Lync would be The One
• Built a team for repeated execution• Server Support, Telecoms, Networks and Dell Consulting
• Cisco sites were first to go• 7 sites in North Asia had EOL Call Managers• Hong Kong, Beijing, Taipei, Tianjin, Guangzhou & Shanghai (x2)
• Satellite offices in Jakarta moved from Call Manager Express
• Expanded availability of Enterprise Voice for users in Data Center locations• North America, Ireland & Malaysia users grew as restrictions
over access were relaxed
To Asia and beyond!
Asia Infrastructure
.. but it wasn’t all wonton soup & fortune cookies..
Challenges along the wayUnable to standardize deployment in ChinaConnection technologies, number formats, and dialing habits throughout Greater China prevented repeatable deployment processes
TeamworkVoice, Messaging & Networks Team didn’t regularly talk in the past
Calling IDConsistent display across Avaya\Cisco\Lync is not a cakewalk
Exchange UM in 2007 vs. 2010Exchange 2010 allows more flexibility and ease of configuration
China PSTN InterfaceSome China carrier agreements provided separate E1 connections for different destination types
Each can have separate;CLID FormatLine ConfigurationDestinations available on the given circuitOther carrier settings or restrictions
UX2000Unified Communications Exchange
1 2 3 4
5 6 7 8
Admin
Chin
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Chin
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Inte
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Inte
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Chin
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obile
Hello.. this is NOT America calling• China cellphone numbers and US phone numbers are very similar• Begin with a 1• Contain 10 digits
• Lync Client and LPE have some ‘intelligence’ built in that normalizes incorrectly for China
Example:- China Cell Number
+86 13704446789
when LPE receives13704446789
it automatically displays
1 (370) 444 6789
Not all SIP is created equalWith so many systems talking to each other over SIP inconsistencies were bound to appear
Firmware changes on gateways caused inconsistent connectivity experience between site deploymentsWhat worked on one, didn’t always work on the other
Calling Line and Called Line ID consistency was trickyEach Cisco, Avaya, NET, AcmePacket and Lync system wanted these parameters passed in a certain format. You need to understand what each system wants to see and present the data accordingly
..but neither is ISDN…Inconsistent carrier line protocol implementation caused unintended outagesWhen performing ISDN line resets, some carriers reset each channel on the line.Others only the first channel. With some gateways (and even firmware revs) 29 channels out of 30 remained down after the carrier sent a line reset
Routing Architecture
Call Routing Architecture – Inter-sitePBX -> PBX
Call Routing Architecture – Inter-siteLync->Avaya
Why the Session Managers?Interface for all Dell telecoms platformsLync, PBX’s, Contact Centers, IVRs, Conference Bridges
Consistency in gateway configurationAll gateways point to the session manager cluster in region
Calling ID and called ID normalizationSession Manager handles 7D normalization, translation & routing
Maintains WAN protocol consistencyInter-system traffic across the WAN still uses G729a
Voice Routing & Interop ArchitectureAll Avaya PBX sites have a local Mediation Server
All in\out PSTN traffic flows via AvayaExcept SBA sites
Voice Routing for PBX Replacement SitesLync Users talk to PBX users via closest Mediation ServerSBA’s take local inbound\outbound calls to\from Lync UsersAvaya PBX’s do not Trunk to SBAsEverything goes via Session Manager
Fun on the journey
Various experiments gone wrongCAC vs Conference policyOur first attempt to gain consistency of bandwidth betweenLync clients across the WAN
Polycom interoperationG.711 required to interop with voice on RMX bridge
Voice over VPNVPN ports were restricted to 50kbps bandwidth
QoS on LAN and WAN is keyDeveloped a service to help plan & predict Lync traffic prior to deployment for accurate estimation
DSCP Tagging Scheme
What about the next chapter?
• Complete Cisco site replacements with Lync• 3,500 users in Plano campus Q2 of 2013
• Continue to enable the connected workplace• Investigate new enhancements
• Continue the voicemail migration to Exchange• Exchange UM finished by March 2013• Audix and Avaya Modular Messaging will be retired
• Acquisition integration• Use the blueprints created to rapidly integrate and consolidate office
locations across the globe
• Migrate offices with EOL voice systems to Lync!
Current initiatives
We’ve learnt a lot…..
and we want to help you
We’ve built a strong partner eco-systemSince 2007 we have built a partner eco-system to deliver customers the full benefits the Lync platform can bringMany of these partners play a key role in our own deployment
With a global footprint of consultants
To deliver end-to-end solutions for LyncSupport
Follow-on services to ensure successful operation and highest availability of your environment
DesignConsultants work with you to design the right architecture for you & provide the best experience for your users
Train & MigrateIntegrated education and transition services to get your staff productive quickly
Co-existIntegration experts to enable seamless interoperation with your existing telecoms platforms
AcquireSingle source supplier for the Lync platform eco-system, in-country, world-wide
DeployResources to help deploy your Lync infrastructure, wherever you are on the globe
with
Dell Accelerate Program for Lync 2013• Get’s you up and running fast for Enterprise Voice with Dell Services experts• Provides a selection of endpoints to socialize with your end users• Various sizes to fit your goals and plans• Network assessment• Subsidies available!
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.