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Softphone Panel

Softphone Panel. Summer WestNet Meeting Boise State University, Boise, ID June 11, 12 & 13 2013 Version 1.4 Scott Baily – Colorado State University - Scott.Baily@ColoState.EDU Jason Brake – NCAR/UCAR(Via VTC) jbrake@ucar.edu Chad Burnham – University of Denver cburnham@du.edu

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Softphone Panel

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  1. Softphone Panel Summer WestNet Meeting Boise State University, Boise, ID June 11, 12 & 13 2013 Version 1.4 Scott Baily – Colorado State University - Scott.Baily@ColoState.EDU Jason Brake – NCAR/UCAR(Via VTC) jbrake@ucar.edu Chad Burnham – University of Denver cburnham@du.edu Bob Morrison – University of Wyoming morrison@uwyo.edu

  2. What is a “Softphone”Anyway?

  3. Seriously - Softphones? • The emergence of new technologies is changing how people work • Mobile, Video, Cloud services enable productivity enhancements and process improvements • BYOD Delivers Several Benefits to the Enterprise • Improved employee productivity (more opportunities to collaborate) • Employee satisfaction (flexibility, perceived cost savings) • Enable mobile and virtual teams to work together • Part of a “single number reach” solution • Efficiencies at the device • EG click to dial, etc

  4. Status Update: University of Wyoming • All faculty all staff are licensed for MS-Lync w/o Enterprise voice. • This means they can call Lync to Lync (like Skype) with IM. • Presence, desktop sharing etc. • A little over ~100 IT staff have Lync with Enterprise voice. • Most have a 2nd PSTN number and still use a Cisco hard phone.  • ~6 (me included) have a single phone number and that PSTN number is a Lync phone (btw, I have a hard Lync phone too – but rarely use it because the soft phone functionality is addicting).  • We sell Lync softphone numbers (Lync Enterprise Voice) for $15/month.  • Only a few people use this – the use driver is for making “free” calls back to Laramie while travelling.

  5. Status Update: University of Wyoming • We still have about 2500 legacy hard-wired Nortel phones.  • Our general plans are to migrate this to Lync.  • The most expensive cost is the desk telephones.  • A good ($40) cam and mic gives you an excellent quality softphone that is hands free.  • This is what I use and people can’t tell that I am using a speaker phone.    • If you have the Enterprise CAL pack (which UW does) … the ‘Plus” license for Lync is $7/year/person • Desktop sharing, video, IM, presence and related functionality will drive the demand for softphones. • Have general plan to expand Lync greatly once SL-100 retires

  6. Status Update: NCAR • We have a Cisco based VoIP solution • Currently have 4 CUCM nodes supporting over 2200 registered phones • Primarily use Cisco 7945, 7965 and 6941 IP Phones

  7. Status Update: NCARHow NCAR uses Softphones • Currently using Cisco IP Communicator 8.6.2.0 • Have not yet looked into other softphone solutions as Communicator integrates perfectly with our system • Configuration is exactly the same as other IP Phones • Currently have several deployed • They have been used to allow our phone operators to answer operator calls from home during building closures / inclement weather • Used successfully with Cisco Unified Enterprise Attendant Console • VPN only – haven’t opened up our voice networks yet • Call Quality • Quality can depend greatly on location and current connection • In our tests, call quality has been great both in the office and while working remotely through VPN

  8. Status Update: NCAR Deployment Concerns • E911 – Can we reliably determine the location of a user if an emergency call has been placed? • Call Quality • No real good solution for QoS • Ongoing software support • Software Installation • Will have to rely on desktop team to push out installations and configurations • Operating system updates, patches, etc. may possibly break software

  9. Status Update: NCAR Future Deployment • Currently evaluating how we will provide support for a larger install base • Looking into licensing, currently use adjunct licensing • Adjunct licensing allows us to specify IP Communicator as a secondary device for users allowing it to use a single Device License Unit rather than three • Future use will likely be for those who frequently travel, or work from home. May expand to office users

  10. Status Update – Colorado State UniversitySoftphones currently supported @ CSU • Counterpath’sBria – supports SIP, XMPP, Video • Multi-platform • Windows, Linux, OSX, IOS & Android mobile and tablets • Centrally provisionable • Works well • $56for setup fee, $1.75/month • We currently also require a desk phone

  11. Status Update – Colorado State UniversityOther softphones we are looking @: • Linphone -SIP, Video • Open Source • Cross Platform • Windows, Linux, OSX, IOS, Android • End User Provisioned • Jitsi - SIP, XMPP, CHAT etc • Cross Platform • Open Source

  12. Status Update – Colorado State University Softphones in general - Pros • Easy to deploy • Easy to upgrade • Can be used anywhere • Cheap or Free • Feature Rich • Chat, Video, presence, file sharing

  13. Status Update – Colorado State UniversitySofphone Cons • Hard to provision • Hard to support • multiple OS, many devices, conflicting resources • Problematic: headsets, bluetooth, wifi • QOS • Connection Diversity • Firewalls, wifi, etc • E911 • Simply no good solution • Require a Disclaimer? • Mobile - Battery hogs

  14. Status Update – Colorado State UniversitySoftphone Futures • Becoming more and more popular • Increasing focus on mobile • Likely to replace deskphones • CSU is looking at • Ezuce branded softphone/chat client called Unite • Counterpath Client Configuration Server • Central deployment of all platforms • Continue to look at open source options • Linphone, Jitsi

  15. Status Update - DU • Using Cisco Jabber for Unified Communications • Moved forward/up from CUPC 7.X/8.X client • Included with CUWL User Licensing Model (~450 users @ DU) • On Premises Cisco Unified Communications Servers • 8.6.2 • Upgrade to 9.X – Introduces URI dialing • On Premises Cisco Presence Servers • 8.6.5 • Windows Client: 9.2.1 = Testing… • Have auto update function working • Mac Client: 8.6.6 = Testing… • Apple IOS = 9.3 = Testing…. • Android = 9.1.2 = Testing…. • Requires a VPN for connectivity for now

  16. Status Update - DU • Cisco Jabber for Telepresence(old Tandberg Movi) • Using VCS-C, VCS-E & TMS • 100 Seat Licenses • Windows = 4.5 • MAC = 4.5 • IPAD = 9.3 (Combined with Jabber UC Client) • Can provide SIP URI for user • SIP trunk to Cisco Call Managers -> • Gateway to PBX for PSTN call completion • Not really our “solution” but works • Provision local users on TMS server and send user e-mail for customized install

  17. Status Update - DU • Out on an RFI for VoIP service as a whole • 7 respondents • Reviewing now • Results and decision may change our direction (or not) • DU Law School on a Lync 2010 Deployment • Using for IM & Presence for now, No VoIP in Law School (on PBX) • Trialing many Jabra headsets – increased hardware functions with Jabber with 9.2 client software • Cisco/Jabra partnership allows for free demo gear

  18. Thin Clients – Still a ‘softphone’? • VXI “Thin Clients” – Vendors adding support • New hardware to address this; Keyboard, handset, etc..

  19. Issues • E-Discovery of IM sessions • Support of Remote Teleworkers: • Policies • University Wide? • by Department ? • or by the Individual? • Home Networks…. • QoS is non existent over WAN / VPN

  20. Useful Resources • http://www.coroflot.com/JQ/Softphone-in-future • Teleworker Policy: • http://www.gsa.gov/portal/content/105192 • http://www.gsa.gov/graphics/staffoffices/GSAteleworkpolicy.pdf • http://www.gsa.gov/portal/content/114515#recipebook • http://en.wikipedia.org/wiki/Comparison_of_VoIP_software

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