The World of Difference Between VoIP and IP Telephony

1. The World of Difference Between VoIP and IP Telephony Guy W. ClinchSolutions Creator

2. There is a world of difference between VoIP and IP Telephony • VoIP is the technique of sampling the audio of a voice conversation, packing it into datagrams and shipping it across an Internet Protocol based network where the sound is reconstructed. On the other hand …

3. Telephony over the Internet Protocol is … the concept of moving sophisticated applications across an Internet Protocol based network to create value for the individual and organization… • The Internet Protocol allows us to abstract the application of Telephony from the physical device … • The Internet Protocol allows us to transport sophisticated call processing technologies to places where it was never before economically viable to do so…

4. Telephony as an Application • In the way that the client server model transformed data processing, the Internet Protocol is transforming the way we think about Telephony • No longer are we dependent on the one-to-one relationship of PBX to endpoint … • Now sophisticated telephony endpoints can be: • A portable device in the way a PC is portable • A software application residing on an industry standard platform or appliance • A robust development platform for the creation of new forms of communication

5. Leveraging the Application Telephony means creating new forms of value … • Moving sophisticated Telephony applications to the workers instead of the workers to the cubical farm • Using Internet technologies to move sophisticated Telephony applications to locations where it was not economically feasible to do so in the past • Reaching new sources of employment talent • Increasing the quality of life for workers who no longer need to endure arduous commutes • Providing diversification, business continuity options, and reducing the liabilities of large populations of workers located in one physical location

6. Leveraging the Application Telephony means creating new forms of communications … • Integrating the application of Telephony with other productivity tools • Telephony enabled contact management • Speech enabled personal productivity tools • Telephony enabled Instant Messaging • Presence enabled applications that allow the user to control • Who can reach them • Under which circumstance they can be reached • By what communication channel they may be reached

7. The Telephony application is at the core of the world’s most successful businesses • Telephony is the application that businesses from individual shops of national pizza chains to the worlds largest financial institutions use to connect with their Customers • Whether you’re ordering takeout or conducting sophisticated personal finance transactions, at some point the telephone is almost always involved

8. The Application we call Telephony So a whole new set of questions arise such as, “In what ways can the Internet Protocol be used by organizations to transport the value creating power of the Telephony application to places where it can used in new and different ways?”

9. Now we are talking! • But other questions arise: • How? • When? • Why? • How much?

10. New Technology • We Techies go through an almost religious experience when new cool technology emerge

11. Suddenly the new technology • The new technology arrives to great expectations • The new day has come • Rip everything out and replace • It’s time for a new world order NOT!

12. Remember Asynchronous Transfer Mode to the Desktop • As late as 1998 Computing Canada was saying “ATM to the desktop still enjoys strong heartbeat” How many people have an ATM device on their desktop today?

13. The thing is, people have a personal relationship with their phones

14. You can’t just rip everything out and begin anew • A technology change to something so fundamental as the telephone has many implications • People don’t just use the phone, they build personal and organizational work processes around the phone • Who do I call? • Who do I want to have call me? • Who answers my phone? • What happens when I don’t answer my phone? • People depend on the phone • What happens when there is an emergency • When I have to reach someone right away …

15. I have a God given right to dial eleven digits and reach any one of 200 Million other telephones within three seconds or less! Don’t be messing with my phone!

16. End user expectations • End users expect 100% transparency between the features of traditional telephony and those available through ToIP • End users require Telephony standards of availability • Quality of Service • Security From: Convergence Challenges for Enterprise Networks The Gartner Group – May 2001 If you intend to change a highly reliable business tool that that people take as second nature, that has hundreds of features, and replace it with something new you better have a really good reason!

17. The key is to … • Apply a new technology where it enhances existing processes and creates powerful new business tools that deliver value in innovative new ways without sacrificing the features, quality, and reliability people have come to expect … Now you’ve got a conversation worth having! • We like to say, • “IP where you can, TDM where you must!”

18. Telephony over IP is • A powerful new way to deliver business applications • When used in the right circumstances • When applied in the right way • When the business value created dictates the use of the tool • It is not • A new paradigm • The New World Order

19. It is a new tool to added to the mix of how organizations create value

20. WAN IP LAN/WAN QoS, policies Firewall Security PSTN Avaya Integrated ManagementIP monitoring, voice and data administration HP OpenView integration VPN Mobile Avaya Integrated StackableTelephony Solution (ISTS) • Secure • Reliable • Scalable • Stackable Integration of Voice & Data • Multiple G700 gateways, one S8300 server • Multiple P330 family IP switches • Single management, lower TCO • Start small, expand stack as needs expand • Full Communication Manager software features • Up to 450 IP endpoints, 450 PSTN trunks • Stack up to 10 units, hot-swappable • Fast 8 Gbps stack backplane • Power over Ethernet (PoE) • Many PSTN, WAN, analog, digital options Media Encryption Softphones Telecommuters IP Screenphones Web applications, LDAP Remote IP contact center agents, home offices Legacy analog/digital phones fully supported

21. IP or ATM Trunking between systems Q.SIG Media Encryption IP LAN/WAN QoS, policies Firewall Security PSTN PSTN Avaya Integrated Management IP monitoring, voice and data administration HP OpenView integration VPN Mobile Avaya Customer EvolutionEasy to get started—just upgrade your software • Secure • Reliable • Scalable • Customer Investment Protection • For traditional DEFINITY® customers • Run Avaya Communication Manager software • Add IP network connection Retain existing phones Add IP phones as required Media Encryption Softphones Telecommuters IP Screenphones Web applications, LDAP Remote IP contact center agents, home offices Legacy analog/digital phones fully supported

22. Distributed Media Gateways PSTN PSTN Media Encryption IP LAN/WAN QoS, policies Firewall Security PSTN Avaya Integrated Management IP monitoring, voice and data administration HP OpenView integration VPN Mobile Avaya Customer EvolutionKeep existing investments as you expand • Secure • Reliable • Scalable • Add S8700 IP Telephony Control • Increase performance and capacity • Adds distributed gateway flexibility • Move to open standards–based systems DEFINITY becomes MCC1 Media Gateway Keep most existing cards, remove processor, add “IPSI” connection Media Encryption Softphones Telecommuters IP Screenphones Web applications, LDAP Remote IP contact center agents, home offices Legacy analog/digital phones fully supported

23. Legacy PBX (Non-Avaya) T1/E1 trunks Media Server PSTN Media Gateway IP LAN/WAN QoS, policies Firewall Security Avaya Integrated ManagementIP monitoring, voice and data administration HP OpenView integration VPN Mobile IP-Enable Legacy SystemsIncorporate old non-Avaya PBXs, if necessary • Secure • Reliable • Scalable • Add G700 as an IP Gateway • Use T1/E1 trunks and configure PBX to flow calls to gateway • All Communication Manager capabilities then available to handle these calls • Gradual transition, add IP for key individuals and teams Add IP phones and softphones Media Encryption Softphones Telecommuters IP Screenphones Web applications, LDAP Remote IP contact center agents, home offices Legacy analog/digital phones fully supported

24. Business Challenge How to ensure a future where information is easily accessed and transmitted, given the critical nature of communications in the newspaper business Avaya Solution A multi-vendor, converged, IP-based voice and data communications system Communications-Driven Results A “best in class” solution that delivered high performance, flexibility, and scalability Reporters just “plug in and off they go” $122,000 in annual savings Ensured business continuity through high reliability to their two contact centers, two printing facilities, and 22 warehouses Reused existing cabling, cards, cabinets, etc. Next step: enhancements to contact center applications…need to stay “cutting edge” The Seattle Times “We look for external partners that will exceed our expectations. Avaya has definitely done that.” —Thomas DunkerleyManager of Information TechnologySeattle Times Company

25. Power Outage F I R E It is also a new way to use a technology that can play a crucial role in our lives Severe Weather F L O O D 911 Earthquake 511 Terrorism 411

26. Avaya Mobile Communication Network & Services for Disaster Recovery These solutions help ensure critical and secure communications continuewhere you need them. • A quickly deployable, flexible network in a rugged, portable box that establishes emergency communications at a new location in minutes • Provides all the capabilities of an office in a mobile environment • Access to secure, high-speed email and data applications • Comprehensive voice features (messaging, conferencing, etc.) • Highly secure wireless LAN • Built with field-proven Avaya voice and data infrastructure products • Wireless LAN secured with VPN technology • Internet Protocol (IP) telephony via PC, hard phone and wireless • Wired, wireless and satellite connectivity

27. Wireless Mobility Avaya offers 4 different Mobility options • Wireless Telephony inside your campus • Using a Wireless LAN and WiFi telephones • Wireless Converged Appliance inside your campus • Using a WiFi-enabled PocketPC with Softphone, Unified Messaging, and other enterprise applications • Wireless Telephony outside your campus • Integrate your Enterprise Network and the Ubiquitous Cellular Network using the Extension-to-Cellular feature • Speech-enabled Communication Manager features (Sept 03) • Unified Communications outside your site • Access telephony, email, calendar – all from the cell phone with Avaya Speech Access.

28. IP Telephony Opens New Possibilities • Delivering Telephony using IP transport technologies opens up great new possibilities • Creates the opportunity for cost effective delivery of high-value telephony services makes new ways of work possible Click the jetBlue logo to view the video. Please be patient, it’s a slow link. Family Centered Revolution • jetBlue Airlines virtual call center

29. Geographically Distributed Workers • Taking calls from anywhere • Managing workers from anywhere • No centralized point of failure • Highly protected against disruption • No worries about workers getting to the office in bad weather • New options • Home based workers • Offshore

30. Telephony over IP allows you to reach across the globe to pull in the esources you require Convergys uses Telephony over IP to off-shore call center agents in India

31. The Virtual Enterprise InfoTech states, “Firms that have already deployed converged voice and data networks are quite vocal that this aspect of IP has had the most visible impact on their business. … the head of telecom operations at SCANA a South Carolina-based Fortune 500 utility, was suitably impressed … When I’m on the road, I can get a high-speed connection in the hotel room, power up my PC with a soft phone client and be fully productive. All my business tools are available to me -- no one would know that I was not back in my office.” The Cost of Competitive Advantage: Business Case Considerations for Deploying IP Telephony in the Enterprise InfoTech – July 2001

32. Personal Productivity – IP Softphone • IP Softphone allows me to take the phone from my desk in Concord, MA anywhere on the planet • Not physically • My phone has become a virtual appliance • People who want to reach me call one number • (800)CELTICS X46555 or (978)318-6555 • If I am connected to the Internet, I answer my phone • Anywhere on the planet • Big deal you say, “I’ve got a cell phone I can get calls virtually anywhere” • Not exactly, this is my office phone • I can …

33. I can … • Put the call on hold • Transfer the call • Add on up to five more callers • I can voice page any of up to 50,000 other users through the speaker phone on their telephone • I can whisper a message into the ear of a coworker while they are on a call with someone else • They hear my message the other party does not • If I get a malicious or threatening call, I click a button and automatically security is informed while the call is in progress, the caller ID information is logged and the call is automatically recorded I have access to over 700 features like these

34. That is not all … • Because this is a PC application it interfaces with other PC based applications • I can dial from my Outlook or Lotus Notes contacts • I can log every call I get for the next year or more • I can cut and paste this information into any other PC application • I can “pop” other applications and directly transfer information • I can search an LDAP enabled public directory and dial with the click of a mouse

35. Here’s my phone Click anywhere on the picture to view a demo of how it works!

36. The Call Bar The Call History

37. Dialing from Outlook

38. And there is more • I can use higher level Internet Protocols such as Session Institution Protocol (SIP) which allows me to do innovative things like … • Secure Instant Messaging with SIP for Instant Messaging and Presence Leveraging Extensions (SIMPLE) Chat Window My Buddy List

39. IP Softphone for Pocket PC Click on the picture view a demo of how it works!

40. New applications thsat provide accessibility to individuals with disabilites • Universal Access Phone Status Click multi-button phone to view demo! • TTY over IP and TTY Messaging Click on the picture of the TYY to view demo!

42. We enable youto efficiently, seamlessly and securely drive your business from where it is to where you need it to be Why Avaya Your Path. Your Pace. Your Choice. We help your communications evolve on a path and pace of your choice • Easy migration, investment protection • New technology that leverages existing investments Globally, a unique portfolio: applications, systems and services • Rich modular software applications • 700+ features • Industry-standard based systems, free from vendor lock-in • Reliable, secure and interoperable • Designed for easy third-party development • Most comprehensive services • Single point of accountability to plan, design, implement, manage and maintain multivendor voice and data networks

43. Thank you! Guy W. Clinch Solutions Creator (978)318-6555 gclinch@avaya.com http://gclinch.home.comcast.net