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IBM Unified Communications and Collaboration (UC2

™

)

© 2009 IBM Corporation

IBM Lotus Sametime Family

IBM Lotus Sametime Unified TelephonyOverview and Architecture

April 2009



IBM Unified Communications and Collaboration (UC²™)


© 2009 IBM Corporation2

IBM’s definition of Unified Communications

IBM defines Unified Communications & Collaboration asthe deep integration of rich presence, instantmessaging, email, unified messaging, telephony, web,audio and video conferencing…

…delivered through a unified user experience

… and available as a set of contextual services which

can be accessed from and integrated with applicationsand business processes






Vision: Foster innovation and business agility by making it easier for people to

find, reach and collaborate through a unified user experience

IBM’s Unified Communications and Collaboration Strategy

Open & Extensible Intelligent Integration

Unified experience

Multi-vendor support

Business Process Optimization

Responsiveness & Agility

Competitive Advantage

Broad ecosystem

Customer Choice

Leverage existing investments

Plan, Deploy, Manage Reduce Risk

Faster Time to Value






IBM Lotus Sametime Product Family

Three tiers of capability






Presence Awareness

Secure IM with Rich text, emoticons

Integration with Office

VoIP chat, Video

Telephony Integration

File Transfer, Screen Capture

Web Conferencing

Mobile Clients

Enterprise & Public IM Federation

Extensible Eclipse client & SDKs

Persistent Chat Rooms

Social Networking Tools

Instant Screen Share

Location Services

IBM Lotus Sametime Product Family




© 2008 IBM Corporation© 2009 IBM Corporation7

Integrating telephony with Lotus Sametime

IBM Lotus Sametime Standard& Advanced

IBM Business Partners

IBM Lotus Sametime Unified

Telephony





Click-to-talk [1:5 voice chat ] Click-to-see [1:1 video ]

Aud io/Web Conf Integrat ion Click-to-cal l ,Cl ick-to conference

Lotus SametimeStandard

Unified Communications in Lotus Sametime Standard

Business Partner Solution Integration





Partner audio/ video integration

Enterprise PBX

Audio / VideoConferencingserver

OR

PBX integration

via APIs/SPIs toLotus Sametime

Partner writ ten





Integration today with leading audio/telephony/video vendors

Capability IBM Business Partners demoing or shipping solutions

Click to Call, Click toconference

AggregatedTelephony Presence

Call Management

Multipoint videointegration

Softphoneintegration

Web conferencing

audio integrationWeb conferencingaudio/meetingscheduling

Unified Messagingfor N/D

Unified Messagingfor Sametime





IBM Lotus Sametime Unified Telephony

Lotus SametimeUnified Telephony





Why integrate telephony as part of UC ?

Voice has been primary method of business

communications for decades and is an integralcomponent of UC

Increases productivity

– Voice extends the value of your UC platform

– Improve collaboration by starting with presence: see

availability and best way to reach someone. Startwith presence and IM, escalate to voice and videowhen needed

Saves money

– Use IP network. Reduce calling card costs and needfor hard-phones for some mobile workers

– Reduce cost of external audio conferencing for witheasy to use click-to-conference for ad hocconferences

Facilitates office mobility





UC with voice integration helps ROI

UC value proposition

Improve productivity

Improve collaboration, drive

innovation

Improve business processes

- faster decision making,

time to market and

responsiveness

Cost savings

Current economic conditionsdriving laser focus on how UCcan help cost s av ings.

– Financial Services firm selling off some of its buildings in Manhattanwhile encouraging employees totelecommute. UC makes this

possible.

– Global Fortune 500 firm rolling out aUC platform with voice, audioconferencing, video integration, etc.12 month payback estimated bycutting down on the cost of

– external audio conferencing – external web conferencing

Kailash Ambwani, Nov 18





Why Lotus Sametime Unified Telephony?

IBM's unique approach to Unified Communications and

Collaboration (UC2)

– Start from Presence

• Find Reach Collaborate

• From a Unified Experience

– Leverage your collaboration and communication infrastructures






A Middleware approach to Unified Communications

– Leveraging and simplifying the communications infrastructure

– No rip-and-replace...not waiting for upgrades to the entireinfrastructure to get benefits






Making Users and organizations more productive/responsive

– Unified Experience for users

– More effective communication and collaboration





Lotus Sametime Unified Telephony Features

Telephony presence

Click-to-call & click-to-conference

Embedded Softphone

Incoming call management

Integrates with YOUR telephony environment





Lotus Sametime Unified Telephony User Experience

Social experience; not simply recreating a keypad-centric experience

on the PC

• Intimacy of participant pictures

• Drag and drop

Simple to use

• Immediacy of call and call functions: all telephony functions a clickaway

• Manage your phone(s), phone contacts and how you can expect to becontacted

• Intuitive: minimize complexity of telephony infrastructure

Leverage what Lotus Sametime users do naturally every day

• Use presence to find people

• Use status and location to enrich presence

• Collaborate!

f C C ( C² )





Telephony Presence

Users can see if contactsare 'On the Phone'

Users can see Sametime

IM availability status

IBM U ifi d C i ti d C ll b ti (UC² )





Click-to-Call

Select a name in thecontact list and select'Call Selected Contact'from the call options

Click 'call a Phone

Number' to access thedialpad

Enter a name or numberin the QuickFind

Right-click on a name inthe contact list and

select 'Call' from themenu.

Start an IM session witha contact and click onthe 'Call' icon fromwithin the chat window






Making an external call

Start typing a name ornumber – select fromresults or 'Call PhoneNumber'

Select 'Call a PhoneNumber...' and type anumber into the phonekeypad






Embedded Softphone

IBM Unified Comm nications and Collaboration (UC² )





Call Window

Consistent call window regardless of:- number of people (1-1 or conference call)

- device (phone, computer, etc)● Mute one or all

participants

● Drop participantfrom call

● End call for everyone

● Adjustmicrophonevolume for anyparticipant

● Mute/unmute● Hold/resume● Disconnect● Call transfer to

another device● Call forward to

another person● Call merge● Invite others● Show call-in

numbers

● Connectionstatus

● Business card

● Context menu

Moderator Call

Controls

Participant Call

ControlsParticipant List

Cal l wind ow displays for when using SUT sof t phon e or other phone device designated by user

IBM Unified Communications and Collaboration (UC² )





Video Call Window

You can show/hide your

own video as picture-in-picture






Incoming Call Management

Rules for routing calls

Preferred number/device setting

Incoming call notification






Rules for Routing CallsRules can be setaccording to IBM Lotus

Sametime IM status,dynamic location, andcaller, date & time.

Calls can target asequence of numbers.




IBM Unified Communications and Collaboration (UC ™)


Setting your Preferred Number

Which phone do I wantto use to make andreceive calls?






Incoming Call Notification

Incoming call

notification shows whois calling.

You can choose to be notified of incoming calls via Sametime incoming call

notification, which provides:- caller ID- target device/number for that call- flexible options for accepting/declining the call

Accept incoming call to your currentpreferred number/device. If anothernumber is preferred, click thedropdown arrow and select from list.

Send to office voicemail,convert to chat or forwardto another person.

Targeted device/number.






Phone contacts

Allow phone contacts toappear on your contactlist for easy click to callaction.

Anyone you add toyour phonebook will

turn up in Quickfindresults, making iteasy to type theirname into theQuickfind and click tocall.






Lotus Sametime Unified Telephony addresses challengesto deploying UC by...

Providing a consistent End User Experience – Same user experience regardless of back-end phone system

– One platform to launch UC applications from multiple vendors

– Highly intuitive, easy to use, automated client deployments reduces training &deployment costs

– Leverages Sametime Presence and Location status to intelligently route calls

Providing middleware layer to manage all UC telephony connections

– Works with your existing phone systems – SIP PBXs and legacy

– Separates call control from underlying PBX

– Simplifies UC in multi-vendor environments

– Allows you begin UC independent of IP Telephony migration timeline – Insulates the UC client platform from future mergers & acquisitions

Offering flexibility and choice, using open SIP standards

Delivering high scalability & reliability






Solution Components

IBM Software, Hardwareand Services






Lotus Sametime Unified Telephony – Solution components Software:

– Lotus Samet ime Unif ied Telephony sof tware

– Lotu s Sametime Unif ied Telephony Call – Lotus Sametime Uni f ied Telephony Conn ect

– Pre-req: Lotu s Samet ime Standard or Advanced ( Sametime Server 8.0 and

Sametime Client 8.0.2)

– Hardware (IBM System xSeries) and OS – “appliance like”

– Minimum of four servers; 2 of each for fai lover and supp ort

– x3550 TAS s erver suppor ts up to 15,000 users ; addit ion al TAS serv er for fai lov er; running SuSE Linux Enterpr ise Server (vers ion 10)

– x3650T TCS server suppo rts up to 100,000 users; addit ion al TCS server for

fai lover; runn ing SuSE Linux Enterpr ise Server (vers ion 9)

– x3650T suppo rts 5- 9’s of availability

– Minim um of th ree servers for PoC ( (1) x3550 TAS and (2) x3650T TCS)

– Will not have ful l fai lover capabi l i ty

Services:

– IBM Global Technology Services (IBM Conv erged Communicat ions Services for Lo tus

Sametime Unif ied Telephony )

– ISSL may be engaged for L otus Sametime Services

– Third party Gateways: – May be required for con nect iv i ty to TDM PBX systems and PSTN






SUT supported IP PBXs and Gateways

IP PBX – direct support

- Any PBX that supports the following SIP RFCs: 3261, 3264, 4566

IP PBX or non-IP PBX via SIP gateway

- Any PBX that supports PRI, BRI, or analog interfaces

The following vendors had tested interoperability with the followinggateways:

- Dialogic DMG2000 series

- Mediatrix 3500, Mediatrix 3600, Mediatrix 4400, Mediatrix 1204

- Siemens RG 8700, Siemens HiPath 4000

- NET VX 1200




U ed Co u ca o s a d Co abo a o (UC ™)


Lotus Sametime Unified Telephony Architecture




( )


Softphone

Sametime Unified Telephony High-level architecture

Non-SIP PBX

TelephonyPlug-ins

SametimeConnect

SIP PBX

PSTN

SIP

VP VP

Existing ST Components

New SUT Components

Existing SIP PBX

Existing non-SIP PBX

GatewayPSTN Gateway

Sametime 8Server

Lotus Sametime Unified Telephony Call

Lotus Sametime Unified Telephony Connect

Telephony Application Server

Telephony Control Server

Manages connections to PBXs

Delivers user capabilities

Application layer: worklfows, rules, call routing,etc




( )


TelephonyApplication

Server

SIP PBX

PSTN

Minimum deployment architecture

Softphone

TelephonyPlug-ins

SametimeConnect

TelephonyControl

Server TelephonyControlServer

SIP

VP VP

SIPSIP

SIP


Server

2 x IBM System x3650TModel: 7980PBC

2 x IBM System x3550

PSTNGateway

Sametime 8Server


New SUT Components

Existing SIP PBX





( )


Softphone

TelephonyPlug-ins

SametimeConnect

TelephonyControl

Server TelephonyControlServer

SIPSIP

SIP PBX

PSTN

Gateway

SIP

SIP

VP VP


Server TelephonyApplication

Server

Non-SIP PBX

PSTN Gateway

Sametime 8Server

SIP

SIP PBX

Multi-vendor deployment architecture


New SUT Components

Existing SIP PBX


2 x IBM System x3650TModel: 7980PBC

2 x IBM System x3550




( )


TAS

Sample Incoming Call Flowvia IP-PBX

SametimeServer

SametimeClients

TAS

TCS

PSTN

VP

VP

SIPSIP

SIPSIP

* - Signaling simplified** - Flows 4 and 7 could be

concurrent, if desired

1. Incoming callto user’sUnified

Number.

3. TCS asks TAShow to routecall

4. User hasrequestedsoftphone

5. User is alerted,and requests tojoin on deskphone, insteadof softphone

6. Decision isreturned toTAS

8. Call is linkedbetween deskphone and PSTN

7. TAS tellsTCS how toroute call

9. Media flowsbetween phoneand PSTN

2.Call routedto SUT for

processing

IP PBX





TAS

Sample Incoming Call Flowvia Telephony Gateway

SametimeServer

SametimeClients

TAS

TCS

IP-PBX

PSTN

Telephony

Gateway

VP

VP

SIP

SIP SIP

SIP

SIP

* - Signaling simplified** - Flows 4 and 7 couldbe concurrent, if desired

1. Incoming call touser’s UnifiedNumber

2. TCS asks TAShow to routecall

3. User hasrequestedsoftphone

4. User is alerted,and requests tojoin on deskphone insteadof softphone

5. Decision isreturned toTAS

7. Call is set upto desktopphone

6. TAS tellsTCS how toroute call

8. Call is completedthrough gateway

9. Media flowsbetween phoneand gateway





TAS

Sample Click-to-Call

SametimeServer

SametimeClients

TAS

TCS

IP-PBX

PSTN

Telephony

Gateway

VP

VP

SIP

SIP SIP

SIP

SIP

1. User initiatesclick-to-call toa co-worker

3. TAS determines devices (inthis example, desk phonefor caller, and cell phonefor called party)

5. Call is set upto desktopphone

6. Call is set upto cell phonevia gateway

7. Media flowsbetween phoneand gateway

* - Signaling simplified

2. Request issent to TAS

4. TAS tellsTCS to setup the call





Notes on Deployment Scenarios

Acronyms in use

TCS = Telephony Control Server

TAS = Telephony Application Server

TCSs must always be deployed in pairs

Required to achieve 5 9’s of reliability

The capacity of a TCS server pair is 100,000 users Each server in pair is capable of handling all users if the other server

fails

The capacity of a TAS is 15,000 users

Each user is assigned to a TAS

If a TAS fails, the TCS will revert to default call routing for all affectedusers until the TAS is re-started (i.e. no failover)





IBM Global Services

Faster time to value





Converged communications services from IBM – helpclients to move towards new innovative solutions

Organizations will derive increasingly greater value as their

implementation of converged communications evolves

B u s i n e s s v a l u e

I n f r a s t r u c t u r e v a

l u e

BusinessapplicationsintegrationIP telephony

Real-timecollaboration

UnifiedMessaging

More competitivebusiness models enabled through theintegration of newconvergedcommunicationscapabilities leveragingall forms of information for anytime, anywhere

decisions

Powerful collaboration capabilities,built on integrated voice, data and

video applications deliveringimprovements in employeeeffectiveness and productivity

Innovation

Unified messaging IP contact center

IP telephony solutions

Converged communicationsenabled network and IPswitching capability providing:Lower TCO, increasedflexibility and resiliency

Collaborationsolutions

IP ContactCenter

Advanced contactscenters helping todeliver improvedcustomer service

Network convergence

Industry solutions





Why IBM?

Deep experience in design and deplo yment of IP telephony and real-t ime

col laborat ion solut ion s Experience in deploy ing very large-scale solutio ns

Abi l i ty to offer end-to-end infrastructure and softw are solut ion s

Integration exper ience w ith leading solut ion vendors: Cisco, Avaya and Nortel

Proven glob al delivery method and IBM Reference Arch i tecture

Delivers strategic and operational resi l ience and securi ty w ith its services

Analyst-recogn ized marketplace leadership in netwo rk cons ul t ing and IP telephony services





Solution and services overview

Strategy and assessment services

PSTN

LotusSametime 8

server

Architecture, design, integration and deployment services

Vendor XIP PBX

Vendor YIP PBX

Vendor ZNon-IP PBX

Network assessment services (as required)

Maintenance services

Gateway

SUT Softphone

LotusSametimeConnect

IP phones

Gateway

Cellular network

Directory

Lotus SametimeUnified

Telephonyservers

S e r v i c e s

S o l u t i o n a

r c h i t e c t u r e

SIP interfaces

Non-SIP interface

IBM SUT compliant PBXs and Gateways

Non-IP phones

IP Intranet network

IBM Lotus Sametime architecture, design, integration and deployment services (if required)





IBM Lotus Sametime Unified Telephony – Services

Engagement management

Helps you to create a Lotus

Sametime Unified Telephonyarchitecture and design that

meets your solutionrequirements and identified

business objectives

Architecture anddesign services

Solution architecture

and design

Provides planning,

integration and deploymentservices to implement theLotus Sametime Unified

Telephony solution

Integration anddeployment services

Integrated and

deployed solution

Helps you to create

scope, objectives,requirements and strategy

for your Lotus ® Sametime ® UnifiedTelephony solution

Strategy andassessment services

Solution requirements

and strategy



Why Companies Use Lotus Sametime software:Real Business Value

Enable remote workers – expand your business coverage

Conduct meetings with dispersed teamsover web conferencing

Conduct design sessionsfor new productsbetween offices withoutflying

Improve customer service by cutting

time to answers, reducing phone timeand increasing customer satisfactionReduce telephoneand travel costs



Be available to your customers when it matters most

Connect with your financial analyst(or their backup) in an instant

CRM + Lotus Sametime software = Better

relationships

Collaborate with anyone@anywhere



IBM Corporation

Background

370,000 employees world-wide in 64 countries

Conducts business in 170 countries

$98.7B in revenue

2,041 IBM locations

40% of employees mobile

Company Requirements

Virtually bring together centralized & geographically dispersedemployees as well as customers and Business Partners

Faster, more informed decision-making by bringing people together --spontaneously or in a structured fashion.

Improve meeting effectiveness and reduce the need for business travel

Support for multiple clients as well as the ability to support innovation

Solution

Lotus Sametime software –instant messaging, presence awareness, Webconferencing, multiple clients and platforms, plug-ins



IBM: Business Value Realized

Estimated savings1 of US $16.5 million per year in reducedphone costs from use of instant messaging

Estimated savings2 of US $97 million per year in travel costsfrom use of Web conferencing

Globally dispersed employees feel part of a collaborativecommunity

Flexible options (IM, Web conferencing, VoIP) give users thefreedom to choose the mode by which they communicate

Costs are down…customer satisfaction is up…people are

more productive

1 The estimate using figures for 2006 was based on 380,000 users worldwide, with 200,000 concurrent users and 4 million chat messages per day. This volume included5,000 external customers a week via ibm.com. The calculation was based on the average number of unique users per day, an estimate of the number of times instantmessaging is used instead of phone, average minutes per call, and the phone rate. Quick access to expertise and support of mobile workers are also factored into thecalculation. Additional savings can result from reduced use of e-mail, reduced use of paper and the cost benefits of high productivity.

2 It has been estimated that Web conferencing helps IBM avoid about US$8 million per month in travel costs, or about US$96 million annually. This estimate usingfigures from 2006 was based on number of meetings a year requiring travel, average number of participants per meeting, percent of people who would travel if therewere no other option, price of travel per person, and average travel savings per month. Productivity enhancements from avoidance of travel and support of mobileworkers were also taken into account.



Change the collaboration experience for your employees and business partners

Lotus Sametime software in the real world:Colgate

Requirement:

– Respond more quickly and cost-effectively to new opportunities

– Grow service offerings without growing IT infrastructure and costs

– Enhance communications with business partners, customers

Solution:

– Improved communications by fully integrating voice, chat, Web

conferencing, with e-mail and applications – Supports virtual teams — move work to where the right person is, not

moving people to work — deploy to BlackBerry devices, as well as todesktops

– Secure meetings & chat with customers and business partners



Create a community

Lotus Sametime software in the real world:

Challenge – Increase competitiveness against larger carriers by

integrating independent agents into business processes& providing superior services and support

Solution

– Integrating Lotus Sametime into Web-based applicationsenables real-time, contextual collaboration – it’s easier for Celina staff and external agents to interact

Benefits – Policy turnarounds go from weeks to days by integrating

and automating business processes that span Celinaand its agents

– Faster, better service to agents and their customers dueto integrated systems and real-time collaboration

– Being easy to do business with secures agent loyalty—acompetitive advantage

– 50 percent reduction in phone calls and costs due toinstant messaging option, and 40 percent reduction inhead count for same volume of business due tostreamlined processes

“Lotus Sametime creates

a community. The agents

appreciate that they can

instant ly connect with

their Celina underw ri ter —or anyon e else in the

company —at the cl ick of

a butt on . We have even

had a competi tor call us

to find out how we do this.“

Rob Shoenfelt ,

Chief Information Officer

Celina Insuranc e Group



Save travel and hotel costs

Lotus Sametime in the real world:

The Hillman Group

Challenge

– In the last 10 years, The Hillman Groupexperienced rapid growth and became a globalindustry leader. After acquiring eight companies, its

communications and collaboration support for theexpanded sales staff was nearly nonexistent

Solution

– Large remote sales force of 700+ gets costeffective training and can share information tomaintain their signature service levels

Benefits

– Realtime collaboration saves time

– Working from the same documents, more accuratedecisions are made

– Significant savings in travel and hotel costs

“...we held our first meet ing ent i re ly via

Lotus Samet ime Web

con ferencing . We

est imated savings o f

more than US$70,000 in

travel and hotel cos ts.

Plus, when reps are on an airplane, they are

not out se ll ing or

serv ic ing the

customer —we haven’t

even attempted to pu t a

dollar amount on that.”

Jim Honerkamp, CIO

The Hillman Group

www.hillmangroup.com



Change your customer experience

―With all the paging, it wasbeginning to sound like an

airport.‖ – Plastic Surgery Center of Hampton Roads



Build a business model around a remoteworkforce without forgoing corporate community

―E-mail isn’t designed for

supporting real-time workprocess, and in particular notmedical processes where we

need answers right away.‖ – IntelliCare



Help reduce travel, telephone and other expenses



Eliminate scratch/shrinkage

$750,000



Consider how Unified Communications and Collaborationsolutions can open up a whole new world of opportunitiesand benefits for your enterprise

increase speed & quality of decision making

instantly locate information, expertisepersonal ize how you collaborate

Simplify the way you work



Where to start?

UC2 enabling

business processes

Major European

Bank

Add telephony to collaboration

Enterprise wide

UC Adoption

Add collaboration

to telephony

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