Voice: The network ‘killer app’?

1. Voice: The network ‘killer app’? UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

2. Converged Campus Voice Services (Not just dial tone) • Chris Malone, Director of Telecommunications University of North Carolina at Greensboro camalone@uncg.edu • Chuck Curry, Associate Vice Chancellor, Technology Planning University of North Carolina at Greensboro chuck_curry@uncg.edu UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

3. Agenda Definitions Voice at UNCG Voice applications (features) Voice as a network application The coming convergence Panel discussion Converged Campus Voice Services (Not just dial tone) UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

4. Definitions Converged Campus Voice Services UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

5. Definitions Telecommunications – The art and science of “communicating” over a distance by telephone, telegraph and radio. The transmission, reception and switching of signals, such as electrical or optical, by wire, fiber, or electromagnetic (i.e., through-the-air) means. Newton’s Telecom Dictionary UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

6. Definitions Convergence 1. A measure of the clarity of a color monitor. A measure of how closely the red, green and blue guns in a monitor track each other when drawing color image. The other measures are focus and dot pitch. Newton’s Telecom Dictionary UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

7. Definitions ‘Converged’ Telecommunications “Conventional wisdom holds that convergence – the gradual blurring of telecommunications, computers and the Internet – is primarily about technology and the inevitable clash of voice and data networks. But that narrow viewpoint misses the bigger picture … Convergence is about the way we work – even behave. Our public voice network will become the public multimedia network … with such a robust and ubiquitous network … we will always be on line. And that will let us develop applications we can’t even dream of today.” 1998 - Richard Notebaert, CEO, Ameritech UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

8. Two Way, Full Duplex (simultaneous – send and receive) Time sensitive, i.e., no latency (voice engineered to < 400ms round trip) Symmetric (TDM, send/receive at the same speed) Relatively low bandwidth requirements (G711 @ 64Kbps is toll quality voice) Reliable Secure Voice 101: Voice Call Characteristics UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

9. Voice at UNCG Converged Campus Voice Services UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

10. Eleven employees (local staff) who provide voice services and products to over 2500 faculty/staff employees and 4000 resident students located in 70+ buildings across the UNCG campus. Receives no direct state operating funds (auxiliary). Services include; operator services, voice services help desk (trouble calls), detailed service billing, support and maintenance of voice services and hardware (phone moves/add/changes, voice/data wiring, voice mail administration, training, ACD systems) as well as voice system design and project management to support new construction and renovations. UNCG does not own a private phone system (PBX). The University purchases Centrex local and AT&T long distance services through the Information Technology Services (ITS) state master contract. UNCG Telecommunications (Telephone Services) “Serving the Campus Community, one call at a time.” UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

12. Voice at UNCG (by the numbers) • 5778 - Total UNCG voice lines, broken down as follows … • 3255 - Individual Faculty/Staff lines - Included in this total are: • 1492 - Analog lines • 1611 - Digital lines (p-Phone) • 10 - ACD groups with 100 ACD agent positions • 270 - Departmental lines (main numbers) • 240 - Fire/Security/Elevator/Emergency/Courtesy lines • 168 - Fax lines • 152 - MADN (Multiple Appearance Directory Numbers) • 22 - Toll Free Numbers • 2523 - Individual Student lines (analog) UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

13. Voice applications (features) Converged Campus Voice Services UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

14. Voice Applications (features) Basic voice features ** - multiple options UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

15. Voice Applications (features) Other common voice features ** - multiple options UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

16. When someone dials 911 from a campus phone, what is transmitted to the Public Safety Answering Point (PSAP)? Campus Emergency Calls (911) UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

17. Traditional voice vendors have hundreds of features. For example, Avaya lists: 30+ Basic Call features 40+ Attendant (Operator) features 70+ ACD/CTI features 20+ PSTN Trunking features Voice Applications (features) UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

18. Centrex has hundreds of USOC’s (Universal Service Ordering Codes) for features UNCG uses over 150 voice feature/equipment billing codes Voice Applications (features) UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

19. Voice as a network application Converged Campus Voice Services UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

20. Bursty Greedy Drop Insensitive Delay Insensitive TCP Retransmits Smooth Benign Drop Sensitive Delay Sensitive UDP Best Effort Voice and data fit together? Data Voice vs. UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

21. Switch modernization and Power Quality of Service (QoS) Failover/Redundancy Reliability/Security Voice as a Network Application UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

22. How many Ethernet switches do you have? What version IOS? Will they all be powered? (future PoE uses?) Cost/size of UPS – Generators? Power/HVAC in telecom rooms? How long to keep phones up? Switch modernization and Power UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

23. What is QoS? The ability of networks to guarantee and maintain certain performance levels for each application according to the needs of each user. Quality of Service UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

24. CODEC Queuing Serialization Propagation& Network Jitter Buffer 25 ms Variable Variable Variable 20-50 ms QoS-Elements That Affect End-to-End Delay CallManager Cluster PSTN SRST router IP WAN Branch Office Campus End-to-End Delay (Must be < 150-200 ms) UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

25. Building a Campus NetworkMulti-layer Network Design Access Layer 2 Distribution Layer 3 Core Layer 3 Distribution Layer 3 Access Layer 2 = L2 Links UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005 Call manager server farm = L3 Links

26. Layer redundancy Testing and monitoring Encrypted voice and call control streams Vulnerabilities of the voice/network devices Reliability/Security UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

27. Convergence … coming to a campus near you… (eventually). Converged Campus Voice Services UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

28. Single network infrastructure Simplified move/add/change Multimedia applications “Call Me” links Point and click dialing Presence Unified Messaging Voice/video conference Telework/Telecommuting Convergence – Driving Factors UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

29. Ebay buys Skype for $2.6B Vonage – one million lines and growing AOL announces VoIP service Google announces VoIP plan Microsoft acquires Teleo WiFi/Cellular convergence Convergence … all aboard! UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

30. “Cisco has sold four million IP phones and the installed base of enterprise phones in the world is approximately 400 million” Mark Lambert, Cisco Product Marketing Director “[Traditional voice] is like electricity, I already have electricity. It works. Why would I buy this new electricity?” Chris Malone, 10/3/05 Voice Report Whoa! Slow down there, buddy! UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

31. Convergence … coming to a campus near you… (eventually). Converged Campus Voice Services UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005

32. Converged Campus Voice Services Panel Discussion • Rob Hudson, Director, Network Services East Carolina University hudsonr@mail.ecu.edu • Tom Lamb, Director of IT Infrastructure University of North Carolina at Charlotte tllamb@uncc.edu • Greg Sparks, Director of Communication Technologies North Carolina State University greg_sparks@ncsu.edu UNC Cause 2005 Annual Conference Wilmington, NC – November 8-10, 2005