IP Telephony Migration Ed Wright Sr. Sales Engineer, ShoreTel Inc.

1. IP Telephony MigrationEd WrightSr. Sales Engineer, ShoreTel Inc. September 2008

2. VM PBX ACD IP WAN VM PBX ACD VM PBX PSTN ACD Legacy Phone World – Variety of Positives PSTN Branch Office • Reliable • Built on reliable OS, typically VxWorks • No moving parts, outside of fan • 7-11 year realistic life-span • Each site remotely survivable • Workhorses • Phones had strong functionality PSTN Headquarters Office Regional Office

3. VM PBX ACD IP WAN VM PBX ACD VM PBX PSTN ACD Legacy Phone World – Host of Negatives PSTN Branch Office • Each site is a silo unrelated to other sites • Applications are expensive additions • Unified Communications, ACD, etc. • Management is per system, per site and usually outsourced • Each new site multiplies the amount of management time • 3 PBXs, 3 VMs and 3 ACDs to manage • Feature disparity between sites • Reporting, phone portability, ACD applications, paging, etc. • A single image is impossible • Difficulty in administration, communication and application extensions between sites PSTN Headquarters Office Regional Office

4. PSTN ITSP PSTN ITSP PSTN ITSP Gateway VM Gateway ACD Gateway PSTN IP Telephony Offers New Possibilities PSTN Branch Office • Drawbacks of legacy system become strengths of UC solution . . . benefits include . . . • Applications are easy to add, can be shared across one network, and many come standard • Management is administered via a GUI or Web interface, and each site is part of a single image solution • Features are transparent between sites, as finally users can realize a single image solution: one brain equals one system! • Although they go by different names, components for IP telephony systems are analogous, and consistent in their architecture. IP WAN Call Processor PSTN Headquarters Office Regional Office

5. PSTN ITSP PSTN ITSP PSTN ITSP Gateway VM Gateway ACD Gateway PSTN IP Telephony Concerns – Single Headed PSTN Branch Office • While the failures of legacy systems became VoIP’s strengths, so do the strengths of legacy solutions become the weaknesses of VoIP systems • Server-centric: spinning media MTBF is less than 5 years (only some on real time OS) • Centralized brains make remote survivability a substantive concern • Limited intelligence in the gateway is sometimes an option • True remote survivability requires a call processor in each site IP WAN Call Processor PSTN Headquarters Office Regional Office

6. PSTN ITSP PSTN ITSP PSTN ITSP Call Processor Gateway VM ACD Master ACD Network Manager VM Gateway ACD Gateway VM Call Processor PSTN ACD UC Concerns – Multi-Headed PSTN Branch Office • With a call processor in each site, many benefits of UC are lost: • System admin must manage multiple systems • Feature transparency for users across sites is lost: no ACD, paging, management, phone portability, etc. • Each site will require individual applications • Additional applications will be required to assist in the complexity of managing multiple sites: management augmentations and master ACD applications, etc. IP WAN Call Processor PSTN Headquarters Office Regional Office

7. PSTN ITSP PSTN ITSP PSTN ITSP Call Processor VM ACD Master ACD Network Manager VM ACD VM Call Processor PSTN ACD Gateways in Routers PSTN Branch Office Gateways: • Single point of failure • Command line interface • No system admin integration to primary call controller IP WAN Call Processor PSTN Headquarters Office Regional Office

8. PSTN ITSP PSTN ITSP PSTN ITSP Call Processor VM ACD Master ACD Call Processor Network Manager Call Processor VM ACD VM PSTN ACD Call Processor Server Dial Tone PSTN Branch Office Gateways: • Single point of failure • Command line interface • No system admin integration to primary call controller Call processing: • Centralized, Windows or Linux OS, hard disk, • Redundancy required • Limited survivability in routers with limited features IP WAN PSTN Headquarters Office Regional Office

9. PSTN ITSP PSTN ITSP PSTN ITSP Call Processor UM ACD Master ACD Call Processor Network Manager Call Processor UM ACD UM PSTN ACD Call Processor Applications = More Servers PSTN Branch Office Gateways: • Single point of failure • Command line interface Call processing: • Centralized, Windows or Linux OS, hard disk, • Redundancy required • Limited survivability in routers with limited features • Applications: Unified Messaging IP WAN PSTN Headquarters Office Regional Office

10. PSTN ITSP PSTN ITSP PSTN ITSP Call Processor UM ACD Master ACD Call Processor Network Manager Call Processor UM ACD UM PSTN ACD Call Processor Applications = More Servers PSTN Branch Office Gateways: • Single point of failure • Command line interface Call processing: • Centralized, Windows or Linux OS, hard disk, • Redundancy required • Limited survivability in routers with limited features • Applications: Unified Messaging, ACD IP WAN PSTN Headquarters Office Regional Office

11. PSTN ITSP PSTN ITSP PSTN ITSP Call Processor UM ACD Master ACD Call Processor Management Call Processor UM ACD UM Operator ACD Call Processor e911 Desktop Call Control e911 Paging Applications = More Servers Branch Office Gateways: • Single point of failure • Command line interface Call processing: • Centralized, Windows or Linux OS, hard disk, • redundancy required • Limited survivability in routers with limited features • Applications: Unified Messaging, ACD, 911, Presence, Desktop Call Control, Video, Paging, Management IP WAN Regional Office

12. Call Processor Gateway VM ACD Master ACD Network Manager VM Gateway ACD Gateway VM Call Processor PSTN ACD Another Way- Distributed Approach PSTN Branch Office IP WAN Call Processor PSTN Headquarters Office Regional Office

13. PSTN ITSP PSTN ITSP PSTN PSTN ITSP Call Processor VM ACD Master ACD Network Manager VM ACD VM Call Processor PSTN ACD Distributed Gateways Branch Office • Seamless scalability • Plug and play • Flexible allocation of resources: • IP phones • Analog trunks • Analog stations • SIP trunks IP WAN Call Processor PSTN Headquarters Office Regional Office

14. PSTN ITSP PSTN ITSP PSTN PSTN ITSP PSTN PSTN VM ACD Master ACD Network Manager VM ACD VM PSTN ACD Distributed Call Processing PSTN Branch Office • Distributed call processing • Appliance-based • No single point of failure • Minimization of spinning media • Real time operating system IP WAN PSTN Headquarters Office Regional Office 14

15. PSTN ITSP PSTN ITSP PSTN PSTN ITSP PSTN PSTN VM ACD Master ACD Network Manager VM ACD VM ACD Trunking Flexibility Branch Office • TDM and SIP compliant • Full TDM trunk support • Seamless migration • Address SIP Security • Certified ITSP portfolio IP WAN PSTN Headquarters Office Regional Office 15

16. PSTN ITSP PSTN ITSP PSTN PSTN ITSP PSTN PSTN Master ACD Network Manager PSTN Unified Applications PSTN Branch Office • Cohesive suite of UC applications • Consolidated platform • Rich API environment • Open, standards-based IP WAN PSTN Headquarters Office Regional Office

17. PSTN PSTN ITSP PSTN PSTN ITSP PSTN PSTN ITSP PSTN Unified Management PSTN Branch Office • Single image system • Centralized management • Intuitive, TLA and FLA-free IP WAN PSTN Headquarters Office Regional Office

18. Thank You!