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VoIP Professional Services Management

VoIP Professional Services Management. Les Goldman Manager – Product Management Verizon. We all know what to do during some emergencies…. Just as websites are more than electronic billboards…. And mobile communications are more than “car phones”…. IP Telephony is more than “IP dial tone”.

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VoIP Professional Services Management

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  1. VoIP Professional Services Management Les Goldman Manager – Product Management Verizon

  2. We all know what to do during some emergencies…

  3. Just as websites are morethan electronic billboards… And mobile communicationsare more than “car phones”… IP Telephony is more than “IP dial tone” Don’t Use New Tools in Old Ways • Unified Communications offer (require) new approaches: • Defining the application • Design implications • Ongoing management options

  4. Today An Evolving Business Environment Yesterday *Nemertes Research, “VoIP and Beyond”, Network World, June 2007

  5. IP PBX PBX IP Phone IP Phone The Increasing Complexity of VoIP Wireless Network Wi-Fi Hotspots PSTNPhone PSTNPhone IBM Voicemail PDA and Wi-Fi Network SIPServers SIP ApplicationServers RedirectServers Hosted IP PBX Laptop Mobile Enterprise Verizon Switchnet Verizon Data Center Wireless LAN Integrated Router/Firewall with QoS NetworkGateway Router/ Gateway Internet or Private IP LAN Firewall T1/DSL LAN SIP Phone Router/ Gateway SIP Phone Firewall SIP Phone PSTNPhone PSTNPhone SIP Phone LAN Customer Premises Customer Premises PBX – IP-Centrex – Mobile Roaming IP-Centrex or Hosted IP-PBX Customer Premises IP PBX

  6. The Challenges of Supporting VoIP • No longer “typical” network problem solving • Troubleshooting goes beyond typical network issues • Hardware, network and application/configuration issues • Problems can be solved but take significant time and specialized tools • QoS and Call Quality issues • Dropped calls • Mobile phones and connections • Softphones and integrated applications • Result is often frustrating rounds of finger pointing • Addressing new ongoing needs • MACs are simpler than “traditional” telephony implementations, right?

  7. Resources To-Do List Balancing Business Objectives • Administration is a full-time job • Monitoring your network • Administering your voice solutions • Wearing a customer support hat • Acquiring new skills • Do you have ample resources to address what is becoming important to your business? • Going Green • Mobility/Remote Worker Solutions • Industry and Location Consolidation • Customer Service Requirements • Legal and Regulatory Change

  8. When to pull the alarm? * Source: ALINEAN, November, 2006 “Often (companies) install the VoIP system with the full intention of managing it themselves. But after doing so for about 12 to 24 months, they decide to rely upon a third party to manage the infrastructure.” – Nemertes Research, 2007

  9. IT Maturity & the Role of the MSP • Align IT with Business Objectives • Deliver Services to Business • Drive Innovation to Enable New Business Opportunities • Manage Risk • Use internal resources more efficiently • Single point of Accountability • Monitor Infrastructure End-to-End • Enable Application Level Visibility and Control • Application Level SLAs • Handle Day-to-Day Firefighting • Provide predictable cost Enterprise IT Department Managed Services Provider

  10. User Maintained VoIP

  11. VoIP with Partial Outsourcing

  12. Outsourced VoIP Solution

  13. MPLS / FR / ATM / Internet Network End-to-End Visibility = Uptime Edge Visibility and LEC/ Verizon E-Bonding Visibility and Control Visibility or Control Customer Site LEC PoP Verizon Business PoP Automated Dispatch to LEC Switch FR/Private IP/ATM InternetSwitch M13-DS1to DS3 Mux CSU/DSU SmartJack FiberMux FiberMux DS3-DS1DXC M13-DS1to DS3 Mux Phone Router X Verizon RemoteLoop-Back Points Verizon ITSTest Points PC FaultManagementProactiveMonitoring Out-of-Band Router Dial Access Rapid Fault Isolation can save on average between 30 and 60 minutes of downtime per event. Verizon Business “Expert System” – Rapid Fault Isolation (Subject of one or more U.S. patents pending) *LEC Automated Dispatch is limited to U.S. locations only

  14. Selecting an MSP… • Ability to perform – history • References • Scope of capabilities • Service Level Agreements • Breadth of technology expertise • Customer Enablement/Dashboard • Strategic partnerships • Disciplined change management process and methodology

  15. Thanks for Your Attention!

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