QoS: Don’t try VoIP without it

1. QoS:Don’t try VoIP without it Jonathan Zarkower Director, Product Marketing

2. Gartner Group Voice and data convergence based on IP telephony will be under way in more than 95 percent of large companies by 2010 Enterprise & contact center transition to IP interactive communications • TDM-to-IP transition well underway • Reduce costs, improve communications efficiency • Mobility, collaboration, presence and video drive IP transition and complexity • Compliance – call recording, emergency services, domain separation • IP PBX extensively deployed but exist as islands • Unified Communications (UC) is the new focus • Migrate mission critical applications onto IP network • Integrate chat, voice and video into contact center and business applications • Introduce presence and mobility into application delivery process • Transition call centers to multimedia customer care centers • Enhanced communications efficiency • Enables intelligent call routing based on business rules/processes (cost, availability, skills, etc.) • Integrate remote workers/agents seamlessly • Distribute call processing to eliminate single point of failure

3. SLA requirements forsuccessful UC deployment • Session admission control • Capacity polices for link utilization • Monitor real-time bandwidth utilization • Accept/reject calls based upon capacity & utilization • Prioritize interactive communications traffic over other traffic • Report on observed QoS metrics and accept/reject callsbased upon observed QoS • Traffic controls • Failure detection and re-route • Failure recovery control • Session capacity and rate limiting • Session load balancing • Registration controls • QoS • Capacity guarantee - # of sessions • Bandwidth guarantee • Quality guarantee – delay, jitter, loss

4. Session admission control requirements • Establish capacity polices for link utilization including aggregated links • Monitor real-time bandwidth utilization • Accept/reject calls based upon capacity & utilization • Prioritize interactive communications traffic over other traffic • Report on observed QoS metrics and accept/reject calls based upon observed QoS Boston Headquarters IPT X Access X X

5. UC CC IPT RO Traffic control requirements • Failure detection and re-route • Failure recovery control • Session capacity and rate limiting • Session load balancing • Registration controls Other IPsubscribers Other IPsubscribers PSTN Peer Peer Headquarters Access H.323 SIP SIP BO Regional office Branch office SOHO Mobile user Nomadic user

6. QoS requirements • Capacity guarantee - # of sessions • Bandwidth guarantees • Quality guarantee – delay, jitter, loss • QoS monitoring and reporting QoSmarking Best Effort Expedited Forwarding Media Media Based on policy, session media traffic gets directed to traffic engineered MPLS pipe MPLS taginsertion MPLS tag directive Best Effort Premium Media LabelSwitch Router Acme Packet proprietary & confidential

7. QoS absolutely critical to successful VoIP/UC deployment • Effective bandwidth without QoS much less than rated bandwidth • Less than 15% for toll quality – 250 Kbps of T1 • Less than 33% for cell phone quality – 666 Kbps of T1

8. QoS absolutely critical tosuccessful quality of experience • Personal oversubscription requires “managed” use of services Tim Jim Boston Minneapolis Headquarters Voice IPT Internet DSL Email

9. Today’s QoS mechanisms don’t solve this problem • No QoS mechanism can control call set-up • ToS and DiffServ – packet prioritization only • MPLS – prioritization, and quality & capacity-based routing typically only internal to single network, not between networks • NONE – “Network Overprovision Nearly Everywhere” – never on access links • RSVP – “sorry, no group reservations”prioritization and resource reservation on a per flow basis, not a session consisting of six flows RTCP control RTP media SIP signaling Router Router SIP signaling RTP media RTCP control

10. CSR CSR CSR MPLS VPN MS AS IVR ACD SIP caller H.323 caller Session border controllers (SBCs) provide SLA assurance for UC traffic • Session admission control • Perform signaling (call rating, max sessions, etc.) and/or media (bandwidth) based admission control • Supports local and/or external policy decision function(PDF) • Traffic controls • Fine-grained session rate control settings • Per signaling element, per interface enforcement • Quality of Service (QoS) • Marking and mapping • QoS & ASR-based routing • Monitoring and reporting CC Site B PSTN CCSite C Service providers Contact center site A Monitor and report quality on both sides of the session. Managed network Internet CSR Callers

11. UC CC IPT RO SLA assurance benefitsin enterprise/CC • Optimizes HQ-based resources • Ensures consistent resource & bandwidth availability • Leverages internal and external policy capabilities • Minimizes costs associated with service outages • Balances traffic across multiple upstream resources • Provides geographic redundancy by avoiding out of service devices • Maximizes user quality of experience (QoE) • Defined QoS marking and mapping • Prioritization of traffic on ingress • Reporting of actual session quality for SLA/admission control use Hosted services/ IP contact center ASP Other IPsubscribers PSTN Service providers Headquarters MPLS VPN Internet H.323 SIP SIP BO Regional office Branch office SOHO Mobile user Nomadic user

12. SLA assurance to guarantee quality & availability

13. The leader in session border control for trusted, first class interactive communications

14. Hosted services/ IP contact center ASP Other IPsubscribers PSTN Service providers Headquarters UC CC IPT MPLS VPN Internet H.323 SIP SIP RO BO Regional office Branch office SOHO Mobile user Nomadic user What is a session border controller? • Session – real-time, interactive communications – voice, video& multimedia - using SIP, H.323,MGCP/NCS, H.248 • Border – IP-IP network borders • Interconnect border • Access – trusted • Access – untrusted • Hosted/ASP • Control • Security • Service reach maximization • SLA assurance • CAPEX/OPEX minimization • Regulatory compliance