John Drolet VP World Wide Sales www.citel.com TMC University Introduction to the IP-PBX “Reap the Benefits of IP PBXs” John Drolet VP World Wide Sales www.citel.com Bridging Two Worlds www.citel.com

Agenda What we’ll cover in this session: What is an IP PBX (and what isn’t)? What are the benefits? Hosted versus CPE Considerations in choosing a solution What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later)

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 gateway device (e.g. PSTN trunk gateways), or another application (such as voice mail). Critical distinction -> the media stream (the voice) does not flow through an IP PBX.

What is an IP PBX? TDM PBX Break it down! Specialize! Media Network Station Cards Trunk Cards TDM PBX PSTN Trunks TDM PBX 1010 Break it down! Specialize! Set the software free! Software Media Network IP PBX Trunk Gateway Trunks IP PBX Software (w/ Applications) PSTN LAN 1010 Station Cards Handset Gateway

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.

Agenda What we’ll cover in this session: What is an IP PBX (and what isn’t)? What are the benefits? Hosted versus CPE Considerations in choosing a solution What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later)

What are the benefits? Lower operating cost Scalability and disaster recovery Geographic Flexibility Next-generation features

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 admin means less training cost Allows remote admin and centralized admin Enables user self-admin

Scalability and Disaster Recovery 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

Geographic Flexibility 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 admin, shared resources and applications, etc. This enables several other benefits Cheap long distance Telecommuter support Disaster recovery Hosting becomes a viable option

Next-Generation Features What are the benefits? Dialtone Invented when? 1890’s Next-Generation Features 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 PBX Stuck Here Call Logs, Directory Dialing Instant Messaging Telecommuting, SimulRing Computer-Telephone Integration (CTI - a bundle) Unified Messaging (an application) -- IP Telephony Enables These

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

Unified Messaging Single System for Voice, Fax & E-Mail See All Mail In One In-Box Listen to Voice Mail via PC Hear E-Mail via Phone Respond to Voice Mail w/ E-mail and vice versa (reduce call-backs!) Forward and Folder Voice Mail w/ E-Mail

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

CITEL Gateway Web Admin. System configuration options via IP addressing. Easily configure telephones with pull down menus.

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

Eventually You’ll Want All These Computer-Telephone Integration (CTI) Unified Messaging Web Based Administration Telecommuter/Branch Office Support You can do these on a TDM PBX, but I wouldn’t recommend it

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 Voice Adaptors UM Server IP T. A. What’s wrong with this picture?? Do you think this will work? RAA Branch PBX / KTS

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

If Local LAN deployment is an issue… CITELlink SIP Gateway for M1 handsets Reuse PBX wiring R CITELlink SIP Gateway for Norstar Handsets L A N LAN server IP Phone (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.) User experience maintained Less customer training Mix in IP phones as needed Reuse of phone focuses attention on IP applications Existing PBX work force can be leveraged

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 a software application on a server.

Agenda What we’ll cover in this session: What is an IP PBX (and what isn’t)? What are the benefits? Hosted versus CPE Considerations in choosing a solution What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later)

Traditional Digital Centrex Service R.B.O.C Central Office 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.) R L A N

Legacy PBX Telephones using existing level 3 cable IP Centrex Hosted Applications from Softswitch makers, providing: IP Centrex – VOIP - SIP Unified Messaging Voice Recognition Single Number Service, Etc. Softswitch Remote Serving Location CLEC Service Provider or Central Office I.E. IP Centrex provider provides Backbone capabilities…. …ILEC, CLEC: Deliver the service Eliminates Dedicated Lines from C.O. High Value Applications can be decentralized. IP Phone Choices. Sharing of LAN infrastructure. R IP Phones L A N CITELlink SIP Gateway for PBX Telephones IP Phones Legacy PBX Telephones using existing level 3 cable

Hosted versus CPE 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 admin are web-based -> Expected to win 25% to 50% market share -> Do you host your own web servers? Hosted IP Telephony

Agenda What we’ll cover in this session: What is an IP PBX (and what isn’t)? What are the benefits? Hosted versus CPE Considerations in choosing a solution What we won’t cover in this session: Telling you what to buy Technical details in depth (covered later)

Considerations in choosing What are you trying to achieve? Which benefits are driving your decision? Should you buy or rent? Don’t make a knee-jerk decision on this. Hosted IP Telephony is a real option. How will you get there? Does the solution offer a migration path? Can you protect your sunk costs?

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.

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