Success Factors for Migration to IP Technologies for Voice Telecommunications

Circuit Information

Technologies Conference

Success Factors for Migration to

Success Factors for Migration to

IP Technologies for Voice

IP Technologies for Voice

Telecommunications

Telecommunications

Presentation to:

Success Factors for Migration to IP Technologies

for Voice Telecommunications

Background

Voice over IP (VoIP) and IP Telephony Technologies

The User Experience

Existing Infrastructure and Desktop Sets

Background for Migration to IP Technologies

for Voice Telecommunications

Independent Assessment for the Administrative Office of the

U.S. Courts, Courthouse Technology Services Team (CTST)

Collaboration with:

• Space and Facilities Division (SFD) • Office of Information Technology (OIT)

Assessment of IP Technologies for Voice Telecommunications

for the Federal Judiciary

• Considerations for Implementation • Definition and Comparison of Models • Planning for IP Migration

• Guidelines / Best Practices

• Coordination with DCN Upgrades for Converged

Infrastructure

Migration to IP has already begun in several Judiciary facilities

Background for Migration to IP Technologies

for Voice Telecommunications

CyberLink Corporation - Established 1982

Telecommunications Consulting and Engineering Services

• Telephone and voice messaging systems including VoIP and IP telephony • Telecommunications common carrier services

• RCDD structured cable design, inside and outside plant • Data networking – LAN and WAN

• Microwave, Satellite, CATV, Mobile Radio, Teleconferencing, Instructional Technologies, etc.

Over 500 successful projects nationwide

• Government including federal, court, state, city and county agencies • Educational institutions including universities, colleges, and school districts

Background for Migration to IP Technologies

for Voice Telecommunications

CyberLink Projects for Federal Judiciary

Analysis, Design, Specification, Acquisition, and

Implementation Support

• Voice Telecommunications Systems • RCDD Structured Cable Design

• Over 30 successful projects in the past 10 years

Compliance with AO funding guidelines to obtain

the fullest funding available

Recent implementations include IP capabilities to

differing degrees

Background for Migration to IP Technologies

for Voice Telecommunications

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CyberLink Projects for Federal Judiciary

U.S. Courts, Southern District of Iowa, Des Moines

• Completed 2008

• Selected System: Avaya – IP Enabled

U.S. Bankruptcy Court, District of Vermont, Rutland

and Burlington

• Completed 2007

• Selected System: Avaya – IP Enabled with IP Phones and VoIP Implementation

U.S. Courts, Eastern District of California, Sacramento

and Fresno

• Completed 1999 and 2006

Background for Migration to IP Technologies

for Voice Telecommunications

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CyberLink Projects for Federal Judiciary

U.S. Courts, District of South Dakota, Sioux Falls, Rapid

City, Pierre, Aberdeen

• Completed 2007

• Selected System: Inter-Tel – IP Capable

U.S. Courts, District of Oregon, Eugene

• Completed 2007

• Selected System: Cisco – IP Telephony

U.S. District and Bankruptcy Courts, Northern District of

Ohio, Akron, Canton, Toledo, Youngstown

• Completed 2006

• Selected System: Avaya – IP Enabled

Background for Migration to IP Technologies

for Voice Telecommunications

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CyberLink Projects for Federal Judiciary

U.S. Bankruptcy Court, District of Arizona,

Phoenix and Tucson

• Completed 2005

• Selected System: Cisco – IP Telephony

U.S. District Court, Western District of Washington, Seattle

• Completed 2004

• Selected System: Avaya – IP Capable

U.S. District Court, District of Nebraska, Omaha

• Completed 2000

• Selected System: Siemens

• 2008 - Upgrading to IP Enabled, Networked Systems with Lincoln and North Platte

Voice over IP (VoIP) and

IP Telephony Technologies

Traditional Voice Telephone Communications

– Circuit Switched Transport

• Dedicated call path (circuit) between two telephones for the duration of each call

• High-quality, reliable connections for all telephone calls • Public Switched Telephone Network (PSTN) primarily uses

circuit-switched technology

IP Voice Telephone Communications

– Packet Switched Transport

• Data is segmented into packets that are transported individually across the network from the source to the destination

• Voice packets can be transported only on the Local Area Network (LAN), or only on the Wide Area Network (WAN), or across both the LAN and the WAN

Voice over IP (VoIP) and

IP Telephony Technologies

“Internet Telephony” implemented for telephone calls

over the public Internet

• Example Providers: Vonage, Skype, Broadvoice, SunRocket, Packet8 • Concerns with security, quality and reliability

Business customers often use VoIP transport for telephone

calls between offices over their private IP Wide Area Networks

(WANs) such as the DCN

• Reduce cost of long distance calls

• Network multiple locations with feature transparency and unified dial plan

Voice over IP (VoIP) and

IP Telephony Technologies

Voice Quality and Reliability for Real-Time Voice

Telephone Calls on IP Network:

• Dependent on network protocol, bandwidth, configuration, and management

• Traffic can consist of bursts of packets – subject to latency, delay, and jitter

• Voice packets assigned higher priority than non-real-time data transfers

• Class of Service (CoS) tagging assigned to IP packets according to type of information being transferred (e.g., voice, data, video) with Quality of Service (QoS)

Voice over IP (VoIP) and

IP Telephony Technologies

VoIP - Figure 1

• Convergence of voice with data and video

services over the Federal Judiciary’s Data

Communications Network (DCN)

IP Telephony - Figure 2

• Convergence over Local Area Network (LAN)

within a Judiciary Facility

VoIP and IP Telephony may be implemented

independently or they may be combined

They may be implemented on LAN only, on the

WAN/DCN only, or across both networks supported

by agreed and common standards

Figure 1. Voice over IP (VoIP) Technology

Voice over IP (VoIP) and

IP Telephony Technologies

VoIP on Judiciary DCN

• Office of Information Technology Managing Transition

• Converge Data, Video, and Voice

• Networx Contract to be awarded late FY08

• Transition to new infrastructure FY08 and FY09

• Internet Protocol Multi-Protocol Label Switching

(IP MPLS)

• Improved performance, bandwidth, and security based on

Class-of-Service (CoS) and Quality-of-Service (QoS)

Figure 2. IP Telephony Technology

S E RIA L E THE RNE T

Voice over IP (VoIP) and

IP Telephony Technologies

IP Telephony

• IP telephones on the user’s desks connected to LAN switches • Mobility

Wireless telephones from IP wireless access points Soft phone functionality on desktop or laptop computer Call “bridging” to outside number for “one-number” service “Hot Desking”

Many “Traditional/Legacy” Telephone Systems

can be IP Enabled

• Support IP and digital telephones simultaneously • Support VoIP connections/networking offices • Support Mobility

Voice over IP (VoIP) and

IP Telephony Technologies

Combined VoIP and IP Telephony

- Figure 3 is “Typical”

• Networked Telephone Service • Single Manufacturer’s System

• Small Branch Offices Served from Centralized IP Telephone System • Management and Functionality like a Single System

• Each manufacturer’s product lines and configurations will be different • Survivability and Reliability are Critical

• Centralized Voice Messaging may impact Bandwidth

Figure 4.

VoIP Networked Telephone Systems

U.S. District Court Western Area of Washington

Success Factors

The User Experience

• Operational and Functional Requirements

• Manufacturer

• Features and Functionality

• Vendor Implementation

The User Experience

Operational and Functional Requirements

Courts of the Federal Judiciary

• Unique operational requirements for telephone communications • Focus Group Interviews

• Judges, staff, and other court personnel

• Market surveys can include live equipment demonstrations • Determine which manufacturers’ systems best meet

operational requirements

The User Experience

Manufacturer

Evolution from Circuit-Switched Transport

to IP Packet-Switched Transport

• Variety of new IP telephone system offerings

Existing Telephone System Manufacturers

• Converged IP telephone systems

• Both packet-switching and circuit-switching • Both digital and IP telephones

• Migration path for existing customers

Several New System Manufacturers

• Pure IP packet-switched telephone systems • Also referred to as client/server systems

• LAN/WAN infrastructure is used for all telephone calls • Only IP telephones are supported

The User Experience

Manufacturer

“Soft Switch” Offerings - IP Telephony Application Software

• Packet-switching applications

• Independent of the underlying hardware so proprietary hardware is not required

• “Open systems” - Industry standard servers • Commercially available operating systems

(Linux, VXWorks, or Microsoft Windows)

• Support IP telephones using Session Initiation Protocol (SIP)

The User Experience

Manufacturer

Soft Switch IP Telephony Offerings - Representative List

• Aastra: Clearspan • Digium: Asterisk

• Microsoft: Office Communications Server (OCS)

Office Communicator (MOC - Client Software) • Pingtel/Bluesocket:

SIPxchange Enterprise Communications Server (ECS) • Siemens: HiPath 8000

• Sphere/NEC: Sphericall • Vertical: Televantage

• Vonexus: Enterprise Interaction Center (EIC) • 3Com: VCX V7000 Applications Platform

The User Experience

Manufacturer

Hosted IP Telephone Services

• Telephone and voice messaging system servers “in the cloud” • Only premise-based equipment is router and SIP telephones • Also referred to as IP Centrex

The User Experience

Manufacturer

Hosted IP Telephone Services – Representative List

• AccessLine

• Aptela

• Bandwidth

• Convad

• Global Phone

• Packet 8

• Speakeasy

The User Experience

Features and Functionality

IP Telephones versus Digital Telephones

• Primary difference is Transport – virtually invisible to users • Commonly used features are similar (hold, transfer, forward, etc.) • Most visible differences for IP telephones:

Backlit/color displays Downloadable ringtones Text messages on the display Web information on the display

• Telephone functionality not significantly affected for most users

Features and functionality of telephones vary mostly

depending on manufacturer

Many systems share common features

The User Experience

Features and Functionality

Example features that vary by manufacturer:

• Bridged line appearance of shared (group) line on multiple telephones • Busy Indicators (Busy Lamp Field - BLF) combined with buttons to

place or transfer calls internally (Direct Station Selection - DSS) • Crisis alert for 911 calls

• Malicious call trace

• Outgoing Caller-ID - programmable per phone, or selectively block • 2-Way Speakerphone (hands-free) with high voice quality

• Intercom calling over speakerphone • Priority ringing - executive’s telephones • Paging over speakerphones

The User Experience

Features and Functionality

Example features that vary by manufacturer:

• Conference - Add-on multi-party

• Conference - Meet-Me (dial-in) multi-party with secure password access

• Computer interface to schedule, manage, control meet-me conferences

• Message waiting indicators for department/organization voice mailbox on several telephones in a group • Separate message waiting indicators for personal and

department/organization voice mailboxes on a single telephone • Automated Attendant - with multi-level menus, date/time of day

routing, and dial-by-name directory and information mailboxes • Call queuing for attendant / call centers

(a.k.a. Automated Call Distribution, ACD) • Call recording into voice mail

The User Experience

Features and Functionality

Unified Communications Applications

• Marketing emphasis of many IP telephone system manufacturers • Functional integration of end-user’s communications devices and

methods, and how they interact with one another • May include:

“One-number” service for desktop, cell phone and other devices Unified messaging (e-mail, voice, fax)

Presence

User computer interface to manage personal communications Audio and video conferencing

Video calls on desktop computers Web conferencing and collaboration

Interactive Voice Response (IVR) applications

• Most Unified Communications applications are Supported by IP Capable telephone systems with digital or IP telephones

The User Experience

Vendor Implementation

User Experience and Perception

• Depends on how telephone on desk operates to meet specific needs

• Vendors prefer standard generic templates with common features

• Station Review – document functional and operational requirements

• User groups have unique requirements • Customized station programming • User and system administration training • Help desk support

Check Vendor References

Existing Infrastructure and Desktop Sets

Digital Telephone Configuration

- Figure 5

• Minimal impact on existing infrastructure

IP Telephone Configuration

- Figure 6

• Building Infrastructure (space, power conduits)

• Cabling Infrastructure

Figure 5. Typical Configuration for Digital Telephones on the Desktop

IP Migration Models

Models for Assessment of IP Technologies

for Voice Telecommunications

• Model 1: In-Building Consolidated Judiciary Telephone Systems • Model 2: District-Wide Consolidated Judiciary Telephone Systems • Model 3: Centralized Judiciary Telephone Service Offering

3a – From Administrative Office 3b – From Networx Provider

Figure 8. Model 2: District-Wide Consolidated Judiciary Telephone Systems

Figure 9. Model 3a:

Offering from Administrative Office Centralized Judiciary Telephone Service

Figure 10. Model 3b:

Offering from Networx Provider

Centralized Judiciary Telephone Service

Success Factors for Migration to IP Technologies

for Voice Telecommunications

Background

Voice over IP (VoIP) and IP Telephony Technologies

The User Experience

Existing Infrastructure and Desktop Sets