1. Embracing Technology Making IP Telephony Work Romolo Pallini GIPS, Director Networks, Internet Technologies & Telecom Getronics

2. Agenda Our E-World Why VoIP at Getronics? How did we do it? Where are we today? What did we learn? Current VoIP status at Getronics Future steps Example of cost savings

3. Getronics E-World Cisco-based network >450 cities, 30 countries >600 Network connected sites 1,000+ customers connected via Internet/extranet Globally >8000 Cisco IP phones deployed internally Unity and Active directory fully integrated Monitoring performed by ESC’s 2 major data centers (Tewksbury & Brussels) >800 W2000 server infrastructure >26,000 networked PCs Common operating environment (Windows/Office) MS Exchange messaging & collaboration 50 critical NT/UNIX global computer systems ISO 9002 compliant data centers Sites, Countries & Customers Employees, Contractors & Suppliers Investment & Cost

4. VoIP … Why? Cost effective & future-proof Unity –Active directory integration Phone/Web-based directory services Universal cabling Reduced admin. costs Showcase technology deployment

5. How did we do it? Planning, planning, planning…. Assessment –Traffic study (data & voice) –IP addressing, DHCP, DNS –WAN, LANs, VLANs –QoS, or other prioritization techniques Design –Multidiscipline, international team –High availability infrastructure –Dial plan, IP addresses schema, QoS

6. How did we do it? Planning, planning, planning…. Deploy –Phased deployment approach –Help-desk escalation procedures –Training Review –Evaluate based on monitoring reports –Call and IP routing traffic –Document Support –Monitor, maintain (outsourced to Getronics BU’s) –Core technical team

7. Justifying VoIP New Buildings –Savings: cost of cabling, one infrastructure, MACs. Existing facilities –Strongly recommended if expansion is needed –Lower TCO than legacy telephony equipment –Savings: One infrastructure, MACs Cabling saving may not be realized due to infrastructure already in place. Remote and mobile workforce –Productivity increase: unified messaging –Soft phones, Unity,…….

8. Lessons Learned Planning –Involve all infrastructure teams NT, Exchange, Active Directory to install VoIP Voice team involvement –Understand and prepare the network infrastructure Traffic study IP addressing VLANS QoS, or other prioritization techniques Security

9. Lessons Learned, cont. Think about your users –Communicate and make them part of the process –Training Interactive web-based training created –Help-desk support Maximize ROI by understanding your calling patterns and your links utilization

10. Current VoIP Status at Getronics First Installation in US: February 1999 VoIP locations –US, UK, Belgium, NL, Germany, Switzerland, Mexico, Spain, Italy, Brazil, Canada, Ireland, Japan, Austria, Australia, Singapore, Middle East, …… Features –Cisco-Nortel-Avaya interconnected –Unity (unified messaging) integrated with Active Directory –Inter-clustering to Getronics’ Global sites –IP phone applications Weather forecast Stock info Directory services

11. What next? Clusters consolidation –Central European cluster installed Belgium and NL live Planned migrations for Germany, Switzerland…. Target 10K to 15K users –Central European Unity installed IPCC/ICM –Call centers migration to IPCC planned US, Mexico, Canada –ICM multimedia installed (contact center ) Voice, web chats, e-mails

12. Some examples of savings $35K/month for international call center traffic $50/month for each remote user $50K cabling in Billerica HQ $100K/year savings in MAC (Billerica-Tewksbury)