EMEA Techshare 2009 The Future Begins SIP Trunking – Best Practices Aaron Miller Systems Engineer – SP Specialist April 1, 2009

EMEA Techshare 2009 The Future Begins Agenda  What’s the big deal? – What’s so great about SIP? – Why are organizations moving to SIP trunking?  SIP trunk architecture – Public and Private SIP trunks – Review of TCP/TLS vs. UDP – SES vs. SM – what’s the right choice for me?  Get it right the first time – Aaron’s top ten best practices – Closing thoughts

EMEA Techshare 2009 The Future Begins Agenda  What’s the big deal? – What’s so great about SIP? – Why are organizations moving to SIP trunking?  SIP trunk architecture – Public and Private SIP trunks – Review of TCP/TLS vs. UDP – SES vs. SM – what’s the right choice for me?  Get it right the first time – Aaron’s top ten best practices – Closing thoughts

EMEA Techshare 2009 The Future Begins What’s so great about SIP?  More than just telephony – SIP supports a wide range of services and enterprise applications Instant Messaging Presence Management Voice enabled, web-based e-commerce  The protocol itself is: – Extensible and Simple Text based, efficient messages – a lightweight protocol – Stable and Secure Been around since the late 90’s, enables encryption, authentication and additional security extensions – Interoperable SIP standards are being adopted by the telecommunications industry

EMEA Techshare 2009 The Future Begins Avaya SIP Solution Architecture CM Home SES Edge SES (Core Router) Home SES CM MM MX MM CM SIP CM:Communication Manager SES:SIP Enablement Services MM:Modular Messaging MX:Meeting Exchange AVP:Avaya Voice Portal G860:High Density Trunking GW SIP CMBE SIP CMBE AVPG860 Aura Session Manager

EMEA Techshare 2009 The Future Begins Are we in the future yet?  SIP trunking is following an adoption model similar to IP telephony – Businesses on the cutting edge of technology have already adopted SIP trunking – Many others are in the process of trialing it in pilot programs – Interop testing is being worked at a frantic pace between enterprise vendors and service providers  The “Tipping Point” is now – In the down economy, cost savings are critical for businesses – Many greenfield installs are requesting a SIP trunking solution

EMEA Techshare 2009 The Future Begins SIP trunking – what’s in it for me?  Enterprise benefits – Reduction on enterprise hardware Reduction in footprint, power consumption and maintenance charges – Flexibility in provisioning / design / resource utilization – Architecturally ready for future applications – Potential cost savings – Enhanced survivability – Use of high fidelity codecs, e.g. G.722  Service Provider motivations to move to SIP trunking – Dwindling, and the expectation of dwindling, TDM revenues – Offer new services and applications to maintain profits – Incumbents need to keep smaller competitors (without TDM capabilities) out of their accounts – Provide one access method for all voice and data services

EMEA Techshare 2009 The Future Begins Limitation & Challenges of Private IP (H.323) Trunking IP WAN PSTN Local & Long Distance PSTN Local & Long Distance IP Data &Telephony Private IP (H.323) trunks are limited to VoIP communications between internal systems/sites Separate TDM interfaces are required for external communication (partners/suppliers/customers) Extra cost, extra hardware, extra complexity Customers/ Partners/ Suppliers LAN TDM interfaces Why SIP Trunking? Why SIP Trunking? IP Phone External Communications Internal Communications

EMEA Techshare 2009 The Future Begins SIP Trunking A Single Pipe to the Cloud WAN PSTN Local & Long Distance PSTN Local & Long Distance H.323 SIP Customers/ Partners/ Suppliers LAN IP Phone Single IP link for voice/data Optimize use of WAN access by consolidating voice and data services Eliminate PSTN interfaces for long-distance and local access Assign local telephone numbers to any ‘virtual location,’ independent of physical location Save on toll charges Prepares for future SIP solutions

EMEA Techshare 2009 The Future Begins Agenda  What’s the big deal? – What’s so great about SIP? – Why are organizations moving to SIP trunking?  SIP trunk architecture – Public and Private SIP trunks – Review of TCP/TLS vs. UDP – SES vs. SM – what’s the right choice for me?  Get it right the first time – Aaron’s top ten best practices – Closing thoughts

EMEA Techshare 2009 The Future Begins Flavors of SIP Trunking Service Provider Enterprise / Contact Center (one or multiple locations) Enterprise / Contact Center Application Servers SIP trunking can be over the LAN, WAN or dedicated circuits. Routing to the IP address of the server is the key. SIP trunking can be over the LAN, WAN or dedicated circuits. Routing to the IP address of the server is the key.

EMEA Techshare 2009 The Future Begins A SIP Trunking Solution SIP Modular Messaging Voice Portal CM Branch Edition Communication Manager SES Meeting Exchange Enterprise SBC DS3/ISDN G860 Customers Partners Suppliers Avaya one-X © Communicator SIP SP PSTN SIP Customers Partners Suppliers SP SBC

EMEA Techshare 2009 The Future Begins Building Blocks of SIP Trunking  Service Provider – Service – Session Border Controller (SBC)  Customer Premise – Edge security device: SBC, Firewall, etc – Communication Platform: Server(s), Gateway(s), SIP Proxies, etc – Application Servers: messaging, video & audio conferencing, collaboration tools, IM, Presence, and more – Endpoints: hardphones, softphones, mobile devices, application integration Service Provider SBC Server / Gtwy … or direct connection

EMEA Techshare 2009 The Future Begins When do I need an SES?  An SES is required for two reasons – SIP endpoints – Private SIP trunking with adjuncts, i.e. MM, VP  What about TCP/TLS vs. UDP? – Most (read ALL) SP’s use UDP for their SIP trunking solutions – In the Enterprise, SIP trunking uses TCP or TLS – Therefore, something is required in the “middle” to do protocol translation  What’s the something? – That’s up to you and the customer – it could be an SES, an SBC, or any real-time protocol converter

EMEA Techshare 2009 The Future Begins Avaya SIP Trunking Solution CM 4.0 Introduced Direct Connect  For a SIP trunking solution, either an SES or an SBC is required to do the TCP/TLS conversion to UDP SIP SP CM SBC TCP (or TLS) UDP SES  This can be done by the SES  Or this can be done by the SBC  Or both can be used  We’ll discuss the differences between the SES and an SBC in subsequent slides SES

EMEA Techshare 2009 The Future Begins SP SIP NW ACME SBC SES SIP Enablement Services with SM Endpoints VP AES MM CM SES SM GW CM GW Endpoints o o o Endpoints MX

EMEA Techshare 2009 The Future Begins Key Points  Sell SIP Enablement Services (SES) for: – SIP Call Center – DO System Integration – Advanced SIP Telephony <1000 SIP Endpoints Position SM Trial >1000 Endpoints – Application Integration (Voice Portal, Modular Messaging) Easy Upgrade to SM Later if Necessary – Public SIP Trunking  SES SM Migration Path – Database Conversion Tool Included with SM – Customers Migrate from SES to SM at their own pace

EMEA Techshare 2009 The Future Begins Agenda  What’s the big deal? – What’s so great about SIP? – Why are organizations moving to SIP trunking?  SIP trunk architecture – Public and Private SIP trunks – Review of TCP/TLS vs. UDP – SES vs. SM – what’s the right choice for me?  Get it right the first time – Aaron’s top ten best practices – Closing thoughts

EMEA Techshare 2009 The Future Begins Ladies and Gentlemen….. Aaron’s Top Ten Best Practices for Deploying SIP Trunking!!!

EMEA Techshare 2009 The Future Begins #10 – Ensure the SP offer has been tested in devConnect  SIP is described by many IETF RFCs, notably 3261 – Each have many “SHOULDs” – Not all vendors implements all the “MUSTs” – Many SPs have equipment from various vendors – Hence the SIP ‘standard’ is not tight  Therefore it is absolutely critical that you ensure your SP offer is certified through the Avaya devConnect program  This is really not a “Best Practice” but rather a requirement  If you’re not sure – –

EMEA Techshare 2009 The Future Begins SIP SP devConnect members  EMEA – BT [Germany and Spain] – Club Communications [UK] – COLT [UK and Germany] – KPN [Netherlands]  APAC – Singtel [Singapore] – Telstra [Australia] – TFN [Taiwan]  United States – AT&T – BandTel – Bandwidth.com – Clear Channel Satellite – ConneXon Telecom (911 Enable) – Cox Communications – Global Crossing – Nectar (AGN Network) – PAETEC (McLeodUSA) – Telcordia – Telepacific – Verizon Business – XO Communications

EMEA Techshare 2009 The Future Begins DiscoveryPhase SupportPhase CooperativePhase CollaborationPhase Collaborative Testing - Avaya and SP Labs are interconnected - SP allows Avaya engineers to lead test effort - Beta releases of Avaya code are consider for testing - Solution architectures are discussed as a team Service Provider Independent Testing Limited Participation - The SP and Avaya start discussion regard “application” fit for Avaya CPE as edge technology to SP service offers. Usually customer/opportunity driven - Exploratory testing in SP’s lab with limited interactions with Avaya Test Engineering - Sporadic often urgent demands for support when integration doesn’t work as expected - Unwilling to accept Avaya test results for integration certification - If Certification occurs, it follows the SP’s process in their Lab SP Independent Testing onsite or remote Participation - Certification occurs in SP’s Lab with support from Avaya on-site or remotely - Relationships between Avaya and SP engineers start to develop - SP engineers take the lead role in conducting certification testing Avaya & SP Cooperative Testing/Certifications - Avaya Tests prior to going to SP lab - Avaya Lab test results are consider valid by SP however, certification still requires testing in SP’s Lab - Collaborative relationships are formed to solve integration issues Getting to the Top with SP Certification Background Evolution of Working Relationship with SPs Trust & Partnership

EMEA Techshare 2009 The Future Begins #9 – Use an SBC  A Session Border Controller on the Enterprise edge brings numerous advantages  Service Provider SBC is to provide protection and topology hiding of their network  Best practice: Enterprise customer should deploy their own SBC  Avaya recommends: – Acme Packet Net-Net SBC Firewall that can handle real time packets Network Address Translation / topology hiding Call Admission Control Protocol repair (remember those SHOULDs and MUSTs?) CLAN load balancing

EMEA Techshare 2009 The Future Begins SES and SBC Comparison

EMEA Techshare 2009 The Future Begins #8 – Use CM or greater  Very significant enhancements in CM to public SIP trunking deployments – This is also the load of software used in the latest devConnect and SIL testing  Fixes are not being backported to older loads – Keep service packs up to date  Ensure the SES is also on the latest release  Sign up for notifications to get the latest and greatest PSNs/PCNs for both CM and SES – Check out

EMEA Techshare 2009 The Future Begins #7 – Be careful with Wi[l]d(5)cards*  “Wildcards” or regular expressions are used when configuring the SES to match host and media maps for both inbound and outbound trunks  {N} The preceding item is matched exactly N times. . Matches any single character.  * Matches zero or more occurrences of the character immediately preceding. For example, the regular expression.* means match any number of any characters – For example, ca*t will match "ct" (0 "a"characters), "cat" (1 "a"), "caaat" (3 "a"characters), and so forth  Online “Tutorial”: Regular Expressions explained –

EMEA Techshare 2009 The Future Begins Address Maps Our Goal: Route Extensions – Our Lab Host Map: ^sip:4501[0-9] Matches Doesn’t match Be aware that what may work for a current implementation may cause problems as additional media maps or hosts are added Matches

EMEA Techshare 2009 The Future Begins #6 – Be aware of CLAN load balancing, or lack thereof  The SES creates a direct one to one mapping between a SIP trunk and a CLAN – No capability for the system to dynamically shift the trunk to another CLAN if there is a fault – Potential issues with reliability and redundancy for critical deployments  This can be resolved by using an SBC, which does have the capability to dynamically balance the trunk amongst different CLANs  Or, use the Adjunct Route feature and administer the CLAN pools in a VDN

EMEA Techshare 2009 The Future Begins Adjunct System Routing Logic  SES Round-robin load- balances across the Adjunct Servers associated with the target Adjunct System SES Combo / Home Adj. Server 1 (e.g., MM MAS) Adj. Server 2 Adj. Server 3 Adj. Sys. (e.g., MM) x2000 1: Call 1 2: Call 2 3: Call 3 SES Combo / Home Adj. Server 1 (e.g., MM MAS) Adj. Server 2 Adj. Server 3 Adj. Sys. (e.g., MM) x2000 4: Call 4 5: Call 4 6: Call 4  If an Adjunct Server is non- responsive (failure/network outage, etc), fast-failover (~5 sec) to next Adjunct Server (if available)

EMEA Techshare 2009 The Future Begins Example of SES load balancing using the « Adjunct Systems » feature G650 with 2 CLANs G650 with 1 CLANs SIP / Acme Packet SES Cluster with Network Duplication Communication Manager Main and Standby All calls to the VDN number, e.g BHCC Over 4 CLANS is a N+1 CLAN redundancy

EMEA Techshare 2009 The Future Begins #5 – Understand your duplication options  SES now offers cabled and network duplication – Both offers are similar, work with a virtual IP address that front ends the system – Network duplication offer requires both SES servers to be on the same subnet  Also possible to have two SES EDGE (or COMBO) servers in the same enterprise – Duplication can be achieved through CM and the SP through the configuration of backup route patterns – Please note that this can cause potential issues if SIP endpoints are brought into the environment

EMEA Techshare 2009 The Future Begins Example config of non-duplicated SES Service Provider G650 Primary Location 1 SES A Combo G650 ESS Location 2 SES B Combo SBC Primary Route Pattern Secondary Route Pattern

EMEA Techshare 2009 The Future Begins #4 - History info vs. Diversion Header Service Provider x5555 Calling SES ) Inbound call from CPN ) Call routed over SIP trunk to CM IP phone, DDI )Extension 5555 has EC500 set, CM sends outbound call on SIP trunk to mobile phone 4) CM sets History_info field to CPN of )SP receives call from Avaya and checks the Diversion Header, which Avaya doesn’t support 6)SP next checks P Asserted Identity; this is the number of the mobile extension we’re calling, also not recognized by the SP 7)Finally the SP checks the FROM field, but this is still set to the original CPN of CM will never change this field. 8) SP is unable to route the call, and the call is rejected

EMEA Techshare 2009 The Future Begins History info vs. Diversion Header  CM 5.2 Major enhancement to SIP trunking capabilities with support of Diversion Header  Allows successful call redirect to a SIP Service Provider (SP)  Implemented primarily for EC500 although the following is the full set of supported features: – OPTIM applications EC500, ONE-X, CSP, FMC (PBFMC or SPFMC) – Call Forwarding – Call Coverage – Call Vector Redirect  Uses the SIP Diversion Header – Partially implemented the expired IETF draft: draft-levy-sip- diversion-08 – SIP SPs tend not to support the standard History-Info header and prefer to use the Diversion Header instead even though it is non- standard – Support of the Diversion Header is widely deployed

EMEA Techshare 2009 The Future Begins History info vs. Diversion Header  New SIP Trunk Group Protocol Variation field “Send Diversion Header? y/n” (default “n”)  The diverting user must be provisioned in public unknown numbering  New SIP Trunk Group Protocol Variation field “Support Request History? y/n” (default “y”) – When the field is set to n(o) the History-Info header will not be transmitted (regardless of protocol signaling indicating the far end supports it) and CM will no longer signal support for it – The Diversion Header and the History-Info header are mutually exclusive and can both be signaled – At least one SP mandates that the History-Info header never enters their network under any condition – Changing this default should be carefully considered and done only when absolutely necessary

EMEA Techshare 2009 The Future Begins #3 – Ensure timer on SIP Sig group is properly administered AaronProxyPizza INVITE 100 TRYING 180 RINGING Timer previously set to 2 seconds Now administrable on SIP sig grp form

EMEA Techshare 2009 The Future Begins Alternate Route Timer Field  Added in CM 5.1 to provide an administrable value  Alternate Route Timer (sec) on the SIP Signaling Group form The range is seconds The default is 6 seconds

EMEA Techshare 2009 The Future Begins #2 – Consider a phased deployment  As with any new technology there may be challenges in the implementation  Depending on how the Authoritative SIP domains are setup, there may be a requirement to have dedicated inbound SIP trunks and dedicated outbound SIP trunks  Potential issues with dialplan portability may encourage the use of outbound trunks first  For initial roll-out ensure there are traditional TDM trunks for fall-back purposes

EMEA Techshare 2009 The Future Begins #1 Will I use an SBC or an SES? Have we tested with this SP? What are the implications to the dial plan? What is my duplication strategy? Does this SP support T.38 FAX? What applications does the customer use now? THINK!!! What is the customer’s technology roadmap? Is QoS enabled on the network? How will I get feedback on bad calls? Do I need separate trunks for inbound and outbound?

EMEA Techshare 2009 The Future Begins Closing thoughts  SIP trunking is becoming more and more prevalent in enterprise deployments  Through continuous test efforts, the protocol is becoming more refined  With the release of Avaya Aura, knowledge of SIP trunking will become absolutely critical to everyone in this room  The future begins now – learn and understand how to design and deploy SIP trunking!