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

2. 2 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 Voice and data convergence based on IP telephony will be under way in more than 95 percent of large companies by 2010 Gartner Group

3. SLA requirements for successful 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 calls based 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 3

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 4 Boston Headquarters IPT Access X X X

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

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

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 7

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

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 SIP signaling RTP media RTCP control SIP signaling RTP media RTCP control Router 9

10. 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 Monitor and report quality on both sides of the session. Managed network Internet SIP caller H.323 caller Contact center site A Callers MPLS VPN CC Site B CC Site C Service providers PSTN CSR ACDIVRASMS CSR 10

11. SLA assurance benefits in enterprise/CC Hosted services/ IP contact center ASP PSTN Service providers SIPH.323SIP Other IP subscribers Regional office Branch office BO MPLS VPNInternet SOHO Mobile user Nomadic user Headquarters CCIPTUC RO 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 11

12. 12 SLA assurance to guarantee quality & availability FunctionFeatures Session admission control Signaling & bandwidth constraints per user, network or session agent to ensure resource availability Overload protection & control Traffic load balancing based on max allowed sessions, per session rate capacity, registration rate policing, code gapping, sustained rate and burst rate limits protect core from overload and service disruption due to mass calling events Failure detection and traffic re-route Network element (L3 router, registrar, session agent) health and availability monitoring, detection of device failure or performance degradation; traffic re- routing and re-distribution Failure recovery controlRegistrar failure detection, controlled endpoint re-registration and registration re- routing reduce duration of service outage Transport controlDifferentiated classes of service enabled by QoS marking/VLAN mapping based on application, source/destination address Peer-peer media release between endpoints Quality-based routingSession routing based on observed QoS – jitter, loss, latency – or answer seizure ratio (ASR) Quality reportingMeasure QoS (latency, jitter and packet loss) and ASR report on a per application, per session basis Append QoS and ASR information to CDR

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

14. Session – real-time, interactive communications – voice, video & multimedia - using SIP, H.323, MGCP/NCS, H.248 Border – IP-IP network borders 1.Interconnect border 2.Access – trusted 3.Access – untrusted 4.Hosted/ASP Control 1.Security 2.Service reach maximization 3.SLA assurance 4.CAPEX/OPEX minimization 5.Regulatory compliance What is a session border controller? Hosted services/ IP contact center ASP PSTN Service providers SIPH.323SIP Other IP subscribers Regional office Branch office BO MPLS VPNInternet SOHO Mobile user Nomadic user Headquarters CCIPTUC RO 14