Discovering the Power of IP-PBX Systems

2. TMC University’s Introduction to the IP-PBX “Reaping the Benefits of IP PBXs” Michael Robinson, CEO Citel Technologies www.citel.com

3. Agenda What we will cover in this session: ▶ What is an IP PBX (and what isn’t)? ▶ What are the Benefits? ▶Rent versus buy ▶ Considerations in choosing a solution ▶ What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later) 3

4. What is an IP PBX? An IP PBX is a software application on a server. The IP PBX application is the directory service and traffic controller between “endpoints”. An endpoint can be a telephone (of many kinds), a handset gateway, device (e.g. PSTN trunk gateways), or another application (ie: voice mail). Critical distinction ⇨ the media stream (the voice) does not flow through an IP PBX. 4

5. PSTN Trunks TDM PBX What is a PBX? Media Network Station Cards Trunk Cards TDM PBX 1010 1010 Software Open it up! Innovate! Set the software free! 5 5

6. PSTN Trunks TDM PBX PSTN Trunks Trunk Gateway LAN IP PBX IP PBX Software (w/ Applications) 1010 6 What is an IP PBX? Station Cards Media Network Trunk Cards TDM PBX 1010 Open it up! Innovate! Set the software free! Software

7. PSTN Trunks TDM PBX What is an IP PBX? Station Cards Media Network Trunk Cards TDM PBX 1010 Open it up! Innovate! Set the software free! Software Media Network PSTN Trunks Trunk Gateway IP PBX LAN Handset Gateway IP PBX Software (w/ Applications) 1010 7

8. What isn’t an IP PBX? VoIP ≠ IP PBX “PC PBX” (Cards in a Server) ≠IP PBX TDM PBX with IP Trunk Cards ≠ IP PBX TDM PBX with IP Station Cards ≠ IP PBX 8

9. What isn’t an IP PBX? VoIP ≠ IP PBX “PC PBX” (Cards in a Server) ≠IP PBX TDM PBX with IP Trunk Cards ≠ IP PBX TDM PBX with IP Station Cards ≠ IP PBX An IP PBX is a software application on a server. Critical distinction ⇨the media stream(the voice)does not flow through an IP PBX. 9

10. Agenda What we will cover in this session: ▶ What is an IP PBX (and what isn’t)? ▶ What are the Benefits? ▶Rent versus buy ▶ Considerations in choosing a solution ▶ What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later) 10

11. What are the Benefits? ▶Lower Operating Cost ▶Scalability and Disaster Recovery ▶Geographic Flexibility ▶ Next-Generation Features 11

12. What are the Benefits? Lower Operating Cost Cheap long distance ▶ Pass calls over Internet or WAN between sites ▶ Route traffic over WAN to area of lowest rates ▶ Get cheap LD from an IP Carrier 12

13. What are the Benefits? Lower Operating Cost Cheap long distance ▶Pass calls over Internet or WAN between sites ▶ Route traffic over WAN to area of lowest rates ▶ Get cheap LD from an IP Carrier Reduce number of business lines ▶Share trunks among sites (or centralize them) ▶Pay for a full T-1 plus 2 backup trunks per site (instead of 6 – 8 trunks per site) 13

14. What are the Benefits? Lower Operating Cost Cheap long distance ▶ Pass calls over Internet or WAN between sites ▶ Route traffic over WAN to area of lowest rates ▶ Get cheap LD from an IP Carrier Reduce number of business lines ▶ Share trunks among sites (or centralize them) ▶ Pay for a full T-1 plus 2 backup trunks per site (instead of 6 – 8 trunks per site) Lower administration cost (esp. MAC) ▶ Web-based administration means less training cost ▶Allows remote and centralized administration ▶ Enables user self-administration 14

15. What are the Benefits? Scalability and Disaster Recovery Software is inherently more scalable! ▶ Not limited by cabinet size for lines and trunks ▶ More devices can be added as needed ▶ Not limited by PBX processor capacity ▶ Clustered servers can add scale (like web sites) 15

16. What are the Benefits? Scalability and Disaster Recovery Software is inherently more scalable! ▶Not limited by cabinet size for lines and trunks ▶ More devices can be added as needed ▶ Not limited by PBX processor capacity ▶ Clustered servers can add scale (like web sites) Mirrored servers can be miles apart ▶Same technology used for www and FTP ▶If one server goes down, devices “scramble” to another server and overall service stays up 16

17. What are the Benefits? Geographic Flexibility No more 2500 foot limits on line length ▶ Both signaling (“features”) and media (voice) are passed over IP at any distance ▶ Phones and other devices all over the city and around the world can work as a single network ▶ Single dialing plan, central administration, shared resources and applications, etc. 17

18. What are the Benefits? Geographic Flexibility No more 2500 foot limits on line length ▶ Both signaling (“features”) and media (voice) are passed over IP at any distance ▶ Phones and other devices all over the city and around the world can work as a single network ▶ Single dialing plan, central administration, shared resources and applications, etc. This enables several other benefits: ▶Cheap long distance ▶Mobility and Telecommuter Support ▶Disaster recovery ▶Hosting becomes a viable option 18

19. What are the Benefits? Better Features What’s a “Feature”? Dial tone: Invented when?1890’s Make Call, Take Call (DOD, DID) 1890’s – 1940’s Hold, Transfer, Conference Music-on-hold, Paging, DND Caller ID, MWI, Multiple Line Appearances Call Forwarding, Bridged Lines, BLF ☞ Traditional PBXs Stuck Here 19

20. What are the Benefits? Better Features Hold, Transfer, Conference Music-on-hold, Paging, DND Caller ID, MWI, Multiple Line Appearances Call Forwarding, Bridged Lines, BLF ☞ Traditional PBX Stuck Here Next-Generation Features ▶ Call Logs, Directory Dialing ▶ Instant Messaging ▶ Telecommuting, Simul-Ring ▶ Computer - Telephone Integration (CTI - a bundle) ▶ Unified Messaging (an application) ☞ IP Telephony Enables All These 20

21. + CTI Make your PC and Phone work together: ▶Click-to-Dial ▶Call Logging ▶ Call Recording ▶Incoming Call Pop ▶Visual Call Control 21

22. Unified Messaging Single System for Voice, Fax and Email ▶ See All Mail in One In-Box ▶ Listen to Voice Mail via PC ▶ Hear Email via Phone ▶ Respond to Voice Mail with Email and vice versa (reduce call-backs!) ▶Forward and Folder Voice Mail with Email 22

23. Web-Based Administration Open PBX Administration to Mere Mortals ▶ Reduce Training For PBX Administration ▶Customer Self-Administration for MAC ▶ User Self-Administration (speed dial programming, call routing capabilities) ▶ Combined Administration of PBX, LAN, Email… 23

24. Citel Gateway Web Administration System configuration options via web browser Easily configure telephones with pull down menus 24

25. Telecommuter/Branch Support (a.k.a. “Voice VPN”) Enable PBX stations to be deployed over IP WAN or Internet. ▶Part or Full-Time Telecommuters ▶Small Branch Office to Metro Hub ▶Distributed Call Center ▶ Toll By-Pass ▶Coordinated Dialing Plan 25

26. Eventually, you’ll want all these: ▶Computer Telephone Integration (CTI) ▶ Unified Messaging ▶Telecommuter / Branch Office Support ▶Web-based Administration You can do all these on a TDM PBX… ….at a price 26

27. Next-Gen Features on TDM PSTN Circuit Trunks TDM PBX 1010 27

28. Next-Gen Features on TDM PSTN Circuit Trunks TDM PBX 1010 CTI Adaptor Add CTI: $250-$500 per user 28

29. Voice Adaptors UM Server Next-Gen Features on TDM PSTN Circuit Trunks TDM PBX 1010 CTI Adaptor Add UM: $200-$400 per user 29

30. Voice Adaptors UM Server Next-Gen Features on TDM PSTN Circuit Trunks TDM PBX 1010 CTI Adaptor IP Trunk Adaptor WAN or VPN IP T. A. Branch PBX / KTS Add VoIP Toll Bypass: $xxK 30

31. Voice Adaptors UM Server Next-Gen Features on TDM PSTN Circuit Trunks TDM PBX 1010 CTI Adaptor IP Trunk Adaptor Remote Access IP WAN or VPN IP T. A. Branch PBX / KTS RAA Add Telecommuter Support 31

32. Voice Adaptors UM Server Next-Gen Features on TDM Admin Link Admin Server PSTN Circuit Trunks TDM PBX 1010 CTI Adaptor IP Trunk Adaptor Remote Access IP WAN or VPN IP T. A. Branch PBX / KTS RAA Add Web-based Admin 32

33. Voice Adaptors UM Server Next-Gen Features on TDM Admin Link Admin Server PSTN Circuit Trunks TDM PBX 1010 CTI Adaptor IP Trunk Adaptor Remote Access IP WAN or VPN IP T. A. What’s wrong with this picture? Will this work? Branch PBX / KTS RAA 33

34. 1010 Next-Gen Features in IP PSTN Trunks 1010 Trunk Gateway ▶ Software can be spread across many devices. ▶ One company doesn’t have to make all the elements. ▶ Different elements can be placed anywhere. PC soft phone from Microsoft, Handset Gateway from Citel, phones from new IP PBX vendor, plus your old phones. 1010 LAN WAN or VPN LAN IP PBX Plus Applications 1010 34

35. What are the Benefits? ▶ Lower operating cost ▶Scalability and disaster recovery ▶ Geographic flexibility ▶Next-generation features These all stem from “setting the software free”. Compare the pace of PBX feature development to the pace of Internet feature development. An IP PBX is asoftware applicationon a server. 35

36. R LAN Server If Local LAN Deployment is an Issue: Re-use PBX Wiring CITELlink SIP Gateway for Nortel Meridian 1 and Norstar Handsets CITELlink SIP Gateway for Lucent Definity or NEC Handsets L A N IP Phone • User experience maintained • Less customer training • Mix in IP phones as needed • Re-use of phone focuses attention on • IP applications • Existing PBX work force can be leveraged A Handset Gateway converts your existing PBX telephones into IP phones without doing a LAN upgrade or buying new phones. Get the benefits of IP telephony at $140/seat instead of $600. 36

37. Agenda What we will cover in this session: ▶ What is an IP PBX (and what isn’t)? ▶ What are the Benefits? ▶ Rent versus buy ▶ Considerations in choosing a solution ▶ What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later) 37

38. Rent versus Buy An IP PBX is a software application on a server. You can buy and operate the service yourself… Trunks PSTN PSTN PSTN IP PBX Gateway LAN IP PBX Software & Applications 1010 38

39. Rent versus Buy An IP PBX is a software applicationon a server. You can buy and operate the service yourself… or you can “rent” service from a service provider. Trunks PSTN PSTN PSTN Gateway WAN LAN IP PBX Software & Applications 1010 39 Hosted IP PBX

40. Rent versus Buy An IP PBX is a software application on a server. You can buy and operate the service yourself…or you can “rent” service from a service provider. BuyHigher CapexHigher Risk of ObsolescenceMore Direct Control Multiple Vendor SelectionUptime is Up-to-YouMultiple Carriers (Voice/Data)Shop for PSTN Deals RentLower Capex Lower Risk of Obsolescence No Server Maintenance Geographic Reach SLA Guarantees Uptime Combined Billing (Voice/Data) Eliminate PSTN Charges Either way, you can contact Citel for a recommendation or referral. 40

41. R.B.O.C Central Office R Traditional Digital Centrex Service My Centrex ▶Dedicated wired service from Central Office ▶Limited functionality with Analog or proprietary Centrex feature telephones ▶ All Applications derived from C.O. (Voice Mail, etc.) L A N 41

42. Remote Serving Location R IP Centrex Softswitch Hosted Applications from Softswitch makers, providing: IP Centrex using SIP Unified Messaging Voice Recognition Single Number Service, Etc. Calls can be re-routed to mobiles Service Provider or Central Office ▶Eliminates dedicated lines from C.O. ▶ High-value applications can be in data center ▶In power failure or WAN outage, call coverage continues IP Phones L A N CITELlink SIP Gateway for PBX Telephones Traditional PBX Telephones using existing level 3 cable IP Phones 42

43. Rent versus Buy Traditional “Centrex” Limitations ▶ Relatively expensive compared to PBX ▶ Limited features compared to PBX ▶ Difficult to provision, long lead times for MAC ▶ Mainly attractive to <10 users or > 2000 users ▶Only has 10% - 14% market share vs. PBX 43

44. Rent versus Buy Traditional “Centrex” Limitations ▶Relatively expensive compared to PBX ▶Limited features compared to PBX ▶Difficult to provision, long lead times for MAC ▶Mainly attractive to < 10 users or > 2000 users ▶Only has 10% - 14% market share vs. PBX IP Centrex ▶Costs are leveled (no wires, no class 5 switch) ▶Features are the same (it’s the same software) ▶Provisioning and administration are web-based ▶Expected to win 25% to 50% market share ▶Do you host your own web servers? 44

45. Rent versus Buy Traditional “Centrex” Limitations ▶Relatively expensive compared to PBX ▶Limited features compared to PBX ▶Difficult to provision, long lead times for MAC ▶Mainly attractive to < 10 users or > 2000 users ▶Only has 10% - 14% market share vs. PBX IP Centrex Hosted IP Telephony ▶Costs are leveled (no wires, no class 5 switch) ▶Features are the same (it’s the same software) ▶Provisioning and administration are web-based ▶Expected to win 25% to 50% market share ▶Do you host your own web servers? 45

46. Agenda What we will cover in this session: ▶ What is an IP PBX (and what isn’t)? ▶ What are the Benefits? ▶Rent versus buy ▶ Considerations in choosing a solution ▶ What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later) 46

47. Considerations in Choosing ▶What are you trying to achieve? Which benefits are driving your decision? ▶How will you get there? Does the solution offer a migration path? Can you protect your sunk costs? ▶Watch out for hidden costs LAN upgrade for QoS and PoE can be costly. Make sure the total cost is accounted for. ▶Should you buy or rent? Don’t make a knee-jerk decision on this. Hosted IP telephony is a real option. 47

48. Summary ▶ IP telephony is compelling telephony because of the benefits it brings. ▶ Don’t be confused by VoIP noise. ▶Features and applications are the real drivers behind all PBX telephony. Be clear about what you want in your solution. ▶Consider the rent versus buy option, and look for a good migration option. 48