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IP Telephony Architectural Alternatives

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Agenda

Alternative approaches to VoIP architecture

Hitachi Consulting Case Study

Premier West Bank Case Study

Summary and Conclusion

Appendix

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PSTN

Regional Office

Headquarters Office

Branch Office

IP

WAN

PSTN

PBX

VM

ACD

PBX

VM

ACD

PBX

VM

ACD

PSTN

Legacy Phone World – Variety of Positives

Reliable

h Built on reliable OS, typically VxWorks

h No moving parts, outside of fan

h 7-11 year realistic life-span

h Each site remotely survivable

Workhorses

h Phones had strong functionality

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PSTN

Regional Office

Headquarters Office

Branch Office

IP

WAN

Legacy Phone World – Host of Negatives

Each site is a silo unrelated to other sites

Applications are expensive additions

h Unified messaging, desktop call control, ACD, etc.

Management is per system, per site and usually outsourcedh Each new site multiplies the amount of management time

h 3 PBXs, 3 VMs and 3 ACDs to manage

Feature disparity between sites

h Reporting, phone portability, ACD applications, paging, etc.

PSTN

PBX

VM

ACD

PBX

VM

ACD

PBX

VM

ACD

PSTN

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PSTN

Regional Office

Headquarters Office

Branch Office

IP

WAN

PSTN

PSTN

VoIP Solves Many Legacy TDM Issues

Applications are easy to add and can be shared

Management is administered via a GUI or web interface

Features are transparent between sites with centralizedintelligence

Components for an IP telephony systems are consistent

VMVM

ACDACDGatewayGateway

CallCallProcessor Processor

GatewayGateway

GatewayGateway

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PSTN

Regional Office

Headquarters Office

Branch Office

IP

WAN

PSTN

PSTN

Legacy Strengths Become VoIP Weaknesses

Centralized server with spinning media MTBF is lessthan 5 years (only some on real time OS)

Centralized brains make remote survivability a

substantive concern

Limited intelligence in the gateway is sometimes anoption

True remote survivability requires a call processor ineach site

VMVM

ACDACDGatewayGateway

CallCallProcessor Processor

GatewayGateway

GatewayGateway

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PSTN

Regional Office

Headquarters Office

Branch Office

PSTN

PSTN

Distributed Approach to IPT

IP

WAN

Reliable, distributed call processing

h Safe from WAN, Router or gateway failure

h Safe from call processor failure

hSafe from LAN failure

Integrated applications, centralized or distributed

Single system image

Feature transparency, integrated automatically

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Case Study: Hitachi Consulting

Situation:

h U.S. business and technology consulting divisionof Tokyo-based Hitachi Ltd.

h 16 offices, 800 users across the United states

h Leveraged TDM infrastructure until they couldmove – green field opportunity

h Parent company used Avaya as sole PBX vendor - but very labor intensive for management -multiple systems!

Requirements:h Powerful, user-friendly applications to

support agile, real-time enterprise

h Flexibility as people move between branches

h Easy-to manage communications platform

h No IT at remote sites; remote management

h High reliability for client communications

WAN

Seattle

Atlanta

Boston

Orange

Los Angeles

Portland

San Francisco

Bethesda

Philadelphia

St. Louis

Edison

Denver

Chicago

Houston

Dallas (2 offices)

“I found myself managing 16

different phone systems.” --Michael Shisko, IT Director for Hitachi Consulting

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Case Study: Hitachi Consulting

Solution:

Completed network assessment to ensure voice quality

h Utilizing QoS between offices to ensure traffic handling

Deployed ShoreTel to all 16 offices

Key deployment configurationsh Unified management console w/ Remote management

h 5 digit dialing across all locations

h Local phone numbers for each office with toll bypass b/w offices

h Desktop integration with “QuickDialer” leveraging Outlook plus inbound Caller ID

h Presence information between offices

h “Office Anywhere” support for mobile employees

Results:

$200,000 hard dollar savings annually

h $80K LD savings and $120K maintenance and network costs

Decreased IT management time, travel and expense

h Decreased IT management time from almost 1 FTE to only 10% FTE

Improved organizational efficiency

h

Clients reach consultants faster regardless of locationh Leverage shared receptionist from one location across all sixteen!

“When you include all IT expenses including required upgrades

and installation costs, our recurring TCO has dropped by more

than $200K per year.” --Michael Shisko, IT Director for Hitachi Consulting

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Case Study: Premier West Bank

Regional bank serving southern Oregon and northern California

h 40 branches, 300 employees

h Annual growth in excess of 30%

h Premier West Bank focuses on ease of business relationship

Situation:

h Acquisitions resulted in hard to manage, mixed TDM infrastructure

h Cisco VoIP deployment plagued by stability, quality issues for ayear

Requirements:

h Needed easy to manage infrastructure given far flung offices

h Consistent dialing plan and presence information was key

h Voice quality is paramount for customer calls

Tacoma Narrows Bridge

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Case Study: Premier West Bank

Solution:

Head to head test of multiple vendors

h End users and IT both selected ShoreTel

ShoreTel system operational in 2 hours

Outlook integration facilitates inter- site collaboration

h Dial by name and Outlook screen pops very popular

h Unified messaging seamlessly integrates all sites

Management time has decreased dramatically

h Single management interface for all locations

h MACs now handled internally and quickly

Distributed architecture delivering increased reliability

Results:

Significant savings

h $100,000 savings on deployment costs

h Saving $3K - $4K monthly on long distance

h Saving $15,000 annually on maintenance

Increased reliability

h Distributed architecture supports higher service levels

h Voice quality is better than toll quality

Decreased management time

h Remote office management without travel

h Single view to all remote offices

“The simplicity of ShoreTel’s

management is drastic.” --Cameron Frasnelly, Network Manager for

PremierWest Bank

“In the past, a typical MAC could take us 3

days to perform – now we do it in 3

minutes.--Cameron Frasnelly, Network Manager for

PremierWest Bank

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Architect IP Telephony for Success

Reliable and scaleable distributed architecture

Single system image with elegant system management

Feature transparency, integrated automatically

Lowest total cost of ownership Validated with customer satisfaction and references

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Appendix – ShoreTel Product Information

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ShoreGear Voice Switches

Unmatched reliability and availability

h Embedded hardware devices

– 99.999% availability

– Real time operating system (no Windows)

– Flash memory (no hard disk)

h Call control distributed

– No single point of failure

h Redundant network uplinks

h Backup auto-attendant

h Power fail transfer

Modular and scalable

h Buy what you need, when you need it

h No hardware breakpoints

Toll Quality Voice

h Dynamic echo cancellation, jitter buffering, lost packet handling

h Wideband, G.711, ADPCM, G.729a

“I thoroughly tested the ShoreTel system andcan vouch for their reliability claims. Thesystem is robust and self-healing.”

Kevin Tolly

- Interactive voice quality of 4.7 (G.729a) and5.0 (G.711) out of 5.0.

• ShoreGear-40/8 (40 IP, 8 analog)• ShoreGear-60/12 (60 IP, 12 analog)• ShoreGear-120/24 (120 IP, 24 analog)• ShoreGear-T1• ShoreGear-E1

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ShorePhone Line of Ergonomic Telephones

ShorePhone IP1101 line, 1x16 display6 function keysOne-way pageSilver or black plastic

ShorePhone BB2424 buttons, no paper labels!Up to four units per 530/560

Silver or black plasticPoE power forwarding

ShorePhone IP5606 line (LED), large back-lit display8 function keys, 4 soft keysSpeakerphoneSilver or black aluminum

ShorePhone IP5303 line, large back-lit display8 function keys, 4 soft keys

SpeakerphoneSilver or black aluminum

ShorePhone IP2101 line, 2 x 24 display4 function keysSpeakerphoneBlack aluminum

Standard Ethernet switch

Standard IEEE 802.3af PoE

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