SIP for the Enterprise

1. SIP for the Enterprise henry.sinnreich@wcom.com* International SIP ’03 Conference, Jan. 17, 2003 * The opinions presented here may or may not be those of my company

2. SIP for the Enterprise: Overview • Global communications • Lower cost – new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

3. SIP for the Enterprise • Global communications • Lower cost – new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

4. 802.11 Any to any using the Internet Global: The Choices Using SIP Snom AG PSTN Switch PSTN GWY WorldCom Deltathree Denwa Telia other… HotSIP IPTel Pingtel Vendor solutions without public PSTN GWYs Service Providers 3GPP 3GPP2 Many other SIP phones… Also: w. 802.11b coming SIP for the Enterprise

5. Communications Service Providers • Internet access • IP VPN • Gateway service to the PSTN • Local, can be virtual (Telco emergency, free-phone, directory) • Global • Hosted communication services • “Centrex-like” voice • Beyond-voice communications: Presence, IM, video, • Collaboration • Mobility • ENUM • …other… • Edge services • NAT/FW & traversal • QoS • SLA monitoring • Header compression SIP for the Enterprise

6. SIP for the Enterprise • Global communications • Lower cost – new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

7. Call hold (Un)Attended call transfer Call forwarding/unconditional Call forwarding/no answer Single line extension Call pickup Outgoing call screening Music on hold Consultation hold Attended transfer Busy call forwarding 3-way call Find-me Call park Telephony-style PBX/Centrex SIP Features Ref: <draft-ietf-sipping-service-examples-02.txt> SIP for the Enterprise

8. SIP changes the assumptions about Cl.5 & PBXs • Parallel voice and IM/e-mail communications: Attended transfer and consultation hold may use IM as a parallel communication channel, • Wireless IP presence and location information, • Use presence attributes for polite calls, • Use presence for call-back, • Use presence to set up ad-hoc conferences, • Use PC with GUIs and 3pcc to invoke all features, • Attendant work station becomes SIP telephony device, • Voice mail becomes a component of unified messaging, • Include cordless/mobile phones and devices, • Extend enterprise communications with SIP mobility, • Integrate video and data collaboration. • New/changing communications and media for the enterprise makes PBX/Centrex just as starter service. SIP for the Enterprise

9. Example of Unified Messaging Caller is leaving a voice message 4 Called party does not answer 1 PSTN or mobile call 3 Call is forked to phone and to UM server SIP NOTIFY MSG Waiting 3 VoIP Gateway SIP Server 2 3 e-mail notification UM Server 5 Message store takes call after 10s Message retrieval by voice Web retrieval and playback using RTSP Legend: Deposit voice mail Retrieve voice mail via PSTN or e-mail/web Unified Message Store SIP for the Enterprise

10. Courtesy: Unified Messaging Handling Example Voice mail, e-mail and fax in Windows Outlook Ref: http://www.inin.com/Products/CIC/features.asp SIP for the Enterprise

11. Courtesy: Agent Softphone Windows file paradigm GUI Windows for queued calls, PBX functions and agents with availability Ref: http://www.inin.com/Products/CIC/features.asp SIP for the Enterprise

12. SIP for the Enterprise • Global communications • Lower cost – new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

13. Enterprise User Scenario Example: Four Basic Profiles Sally, Medical Device Sales Manager Away Home Office Campus Meeting Network DSL/Cable Modem LAN CDMA, GPRS, WLAN Hotspot WLAN, CDMA, GPRS Notebook PC, phone/mobile Notebook PC, SIP Phone PDA, Mobile Phone PDA, Mobile Phone, SIP phone Devices Planning next day’s activities with CRM; email; calls Final touches to Powerpoint presentation, conference call with System Engineer Responding to voicemail, checking email in parking lot Accessing contract on Exchange Server. Check inventory on ERP Activities/ Applications Courtesy Coldwater Networks Average increase in productivity is 22%* *Ref: NOP World Wireless LAN Benefits Study, Fall 2001 SIP for the Enterprise

14. Roaming Scenario Walled Garden Open Internet LAN, WLAN hot spots and 3G wireless mobility 3G Wireless Coverage Home WLAN Hotel WLAN/LAN Office LAN Multi-mode Radio Card Airport WLAN Restaurant WLAN SIP for the Enterprise

15. AAA WAM Voice GWY Value: Mobility Across All Networks SIP Mobility CPE Internet Wireless LAN Wireless Network GWYs Presence Location SMS-IM Voice SIM SIP chip for GSM phones Wireless Networks PSTN SIP for the Enterprise

16. SIP Application Level Mobility Personal Mobility User is reachable under the same identifier on several networks, at several terminals, possibly at the same time. Service Mobility Ability to obtain the same services while roaming: Services, personalized GUI, directory, ‘dial plan’ – “don’t leave home without it”. Terminal Mobility Reachable by the same application layer specific URL, using dynamic acquired IP addresses. Pre-call, mid-call, recovery from disconnect. Ref: http://www.cs.columbia.edu/~hgs/sip/drafts_mobility.html SIP for the Enterprise

17. Personal Mobility alan@wcom.com alan@yahoo.com yahoo.com alan@wirelessnet.com Reach Alan alan@engineering.wcom.com sip.wcom.com tel:+1-314-123-4567@wcom.com tel:+1-123-346-7890@mobile.com tel:+1-314-234-5678@lec.com SIP for the Enterprise

18. Compaq HP Casio Dell NEC Mexmal HP Toshiba Siemens Toshiba ASUS Toshiba Microsoft Portrait SIP for 2.5-3G & 802.11.x wireless is quite promising http://www.microsoft.com/mobile/pocketpc/learnmore/hardware/americas.asp * * Sampled from two dozen products SIP for the Enterprise

19. SIP for the Enterprise • Global communications • Lower cost - new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

20. Leverage All Capabilities in Windows Messenger Commworks SIP Network Gateway Microsoft Messenger based on SIP • 1. POTS Connectivity • PC to phone • 2. IP Communications • Presence • Text messaging (IM) • Voice, telephony • Video • 3. Data Collaboration • Whiteboard • Application sharing • FTP Laptop and desktop become full communication enabled Mobility with SIP for mobile devices! SIP for the Enterprise

21. SIP for the Enterprise • Global communications • Lower cost - new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions Only the conventional apps shown here SIP for the Enterprise

22. CRM SIP Functions Private Branch Exchange (PBX) Automatic Call Distribution (ACD) Interactive Voice Response (IVR) Unified Messaging Web Interaction Management E-mail Management Software Phone Remote Connectivity Multi-Site Capabilities Real-Time Supervision and Alerting Reporting Call Recording and Monitoring Fax Services Text-to-Speech and Speech Recognition Database Connectivity Mainframe Connectivity Voice Over IP (VoIP) Customization Predictive Dialing Agent-Side Visual Call Scripting • All CRM functions can be implemented as SIP network based software. • Eliminate discrete circuit switched boxes: • PBX • ACD • IVR Ref: http://www.inin.com/Products/CIC/features.asp SIP for the Enterprise

23. SIP for the Enterprise • Global communications • Lower cost - new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

24. Placement of SIP Services Depends on size of enterprise All services can be hosted Many services can be hosted Some services can be hosted Smallest size Largest size All services shown on slide 5 Gateway service Global communications ENUM Collaboration Mobility SIP for the Enterprise

25. SIP for the Enterprise • Global communications • Lower cost - new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

26. Traditionally designed to be not interoperable (some rare recent exceptions) Are softswitches and IP PBXs alternatives to SIP? • The proprietary IP PBX and softswitch are Internet unaware: • Telephony-voice centric: PSTN & PBX emulations • Services are unavailable outside of enterprise/ISP limits • Central control • Proprietary closed systems • Ownership risk: There is no 2nd source for • phones • servers • Ownership cost: High for maintenance & custom development • No standard presence • No standard mobility • No integration with the web: Info, application, transactions • Single advantage: Turnkey systems SIP for the Enterprise

27. The Fallacy of Phone-Phone LD Bypass and Cl.5 Emulation Screen capture as of 9/14/02 – other telephone switches found as well • PSTN circuit switching: Quality is OK Lower cost per port Countless features, Centrex Works reliably Global PSTN Standards IN un-bundles services & switch • The “softswitch” and IP PBX are a step backward from PSTN, while lacking: • New services (Long list for SIP) • Data • Integration of voice and data SIP for the Enterprise

28. Strange Things Happen Strangely enough, avoiding the true shift to IP by emulating the circuit switch and its central control over IP is popular with many telephone network operators and they seem willing to spend significant investments in this area. In a similar manner, IT managers still seem to be willing to buy proprietary IP voice systems, without worrying about the cost and limitations further down the road. SIP for the Enterprise

29. The IM Tower of Babel The large IM providers: MSN, AOL, Yahoo 2nd Tier: Jabber, other, everyone exercising XML or Java Messaging software vendors: 36 listed on one site alone Specialized: Customer Service IM, 3D, video, avatars Host your own IM with Web hosting Wireless/Mobile Services: Various IM systems SMS: High price for micro data usage shows user interest Wireless/Mobile Vendors: Wireless Village The absurd path backwards of incompatible IM systems: The more incompatible IMs there are, the less value each has This is worse the pre-Internet mail systems used to be SIP for the Enterprise

30. IM Security Risks Many executives and employees still use public unsecured IM IM logs can be a corporate hornet nest Eavesdropping, physical tracking Virus distribution Many IM cannot be scanned for viruses Undermines browser security Download prompts: Agents for DDOS, Trojan horse, backdoor programs • exercise remote control • expose confidential data • install other malicious software • change files, • delete files SIP for the Enterprise

31. Requirements for Presence and IM Short List: • Global-Internet wide standards based • Presence as generic event for all applications • Same communication stack for all applications • Same global routing infrastructure • Same data sets and databases • Same Servers • Same UAs as for other media • Same authentication, message integrity and privacy • E2E, replay, DOS and other protections Model and requirements: RFC 2778, RFC 2779 SIP for the Enterprise

32. IETF SIMPLE WG I-Ds Session Initiation Protocol (SIP) Extensions for Presence An Extensible Markup Language (XML) Based Format for Watcher Information A Session Initiation Protocol (SIP)Event Template-Package for Watcher Information CPIM Mapping of SIMPLE Presence and Instant Messaging A SIP Event Package for List Presence http://www.ietf.org/html.charters/simple-charter.html SIP for the Enterprise

33. SIP for the Enterprise • Global communications • Lower cost - new services • Increased productivity • Mobility • Collaboration • IT integration with communications • Placement of services • Dead ends • Conclusions SIP for the Enterprise

34. Conclusion: The Value of SIP IP Communication Services • Higher service resilience than PSTN - proven • Better voice quality than PSTN* • Multimedia: Text, voice, video, data • Mobility for all communication services • Presence based services • Integration of voice mail, e-mail, IM, SMS • Multiple conferencing models and media • Call routing heaven + ENUM • Secure communications • User preferences and control for all of the above • Integration with the Web: • Communication, information, productivity apps, entertainment, transactions • Gateways to PSTN, mobile telephony, paging networks, ISDN, H.323, etc. • 100% open standards based, multi-vendor interoperable • Service development is easy and fast • Bottom line: Lowest overall cost * Ultimate 4-wire, no distortion, no noise, no echo-tail, no freq dist, close to 4/8 kHz bandwidth vs.3.1KHz PSTN SIP for the Enterprise