Remote Workers Without the Hassle Jeff Johnson – Avaya Dwight Reifsnyder - NACR Session 446

VPN aka The Old Way

VPN Companies are moving away from VPN Frequently changing passwords NACR 4/20/2017 12:12 AM VPN Companies are moving away from VPN Don’t want the extra servers Connect to email and IM without using a VPN so they want to do voice without VPN as well Frequently changing passwords Most companies require that the user password expire between 30 and 90 days so the user must change their VPN password on the hard phone as well Corporate Template

VPN vs. QOS Lower voice quality NACR 4/20/2017 12:12 AM VPN vs. QOS Lower voice quality RTP flows pass through additional servers where bandwidth and latency issues are more likely to appear VPN overhead increases bandwidth requirements Corporate Template

What is Remote Worker

Remote Worker Locations NACR 4/20/2017 12:12 AM Remote Worker Locations Works from home every day Works from home occasionally Works from home in an emergency Works while at a customer Works while roving Works at a remote office Corporate Template

Remote Worker Roles Office Worker Roving Worker NACR 4/20/2017 12:12 AM Remote Worker Roles Office Worker Roving Worker Agent (not covered in this presentation) Corporate Template

Remote Worker Devices Hard Phone Avaya Communicator NACR 4/20/2017 12:12 AM Remote Worker Devices Hard Phone Avaya Communicator Soft Phone on work PC Soft Phone on personal PC Smart Phone Tablet (iPad) Corporate Template

Remote Worker Use Cases

Remote Worker at Home Every Day NACR 4/20/2017 12:12 AM Remote Worker at Home Every Day SIP Hard Phone and Smart Phone Work from home and on a conference call – but Barkley needs his walk now Pick up call on smart phone VOIP mode Seamless transition WiFi to Cellular data And then back again Corporate Template

Remote Worker at Home Occasionally NACR 4/20/2017 12:12 AM Remote Worker at Home Occasionally Softphone on work laptop with no VPN Email and IM connect externally Sit on back deck, enjoy the view, and still get all of your work done Corporate Template

Remote Worker at Home in an Emergency NACR 4/20/2017 12:12 AM Remote Worker at Home in an Emergency Softphone on personal PC computer Some days you have to work from home when it is unexpected Corporate Template

Remote Worker While at a Customer NACR 4/20/2017 12:12 AM Remote Worker While at a Customer iPad tablet At a customer, but they are running late and you have to sit in a conference room and wait, so you make a few calls from your tablet Corporate Template

Remote Worker While Roving NACR 4/20/2017 12:12 AM Remote Worker While Roving Smart phone While walking the city streets you can send and receive phone calls Corporate Template

Remote Worker at a Remote Office NACR 4/20/2017 12:12 AM Remote Worker at a Remote Office Smart phone as back up device Instead of a gateway use the smart phone and cellular data as a backup strategy Corporate Template

SIP, AST, and PPM

Background – What is SIP NACR 4/20/2017 12:12 AM Background – What is SIP Internet Engineering Task Force (IETF) RFC 3261 SIP supports five facets of multimedia communications User location User Availability User capabilities Session setup Session management Corporate Template

What Does SIP Do? Sessions (Audio, Video, IM, etc.) Call Control Media http://blogs.technet.com/b/isablog/archive/2009/10/21/forefront-tmg-is-sip-aware.aspx

SIP Telephony Features (SIP 19) Endpoint-based features Call Hold Consultation Hold Music on Hold Transfer (Attended, Unattended, Instant Messaging) Conference (3rd party added, 3rd party joins) Click to Dial Automatic Redial Call Park Server-based features Call Management (Incoming and Outgoing) Find Me Call Forwarding (Unconditional, Busy, No Answer) Call Pickup Message Waiting Indication (MWI) – RFC 3842

Standard Based vs. Proprietary How do you add proprietary features to a standard? Microsoft – Embrace Extend Extinguish

Adding Features to SIP AST – Advanced SIP Telephony Full Compliance Subscribe, Notify, Publish

AST Phones Provide More Personalization through HTTP and XML Features Favorites Customization

SIP 19 Registration 4 messages (registration / authentication)

AST Phone Registration

AST Phone Configuration PPM via HTTP using XML and SOAP

Multi Device Access and Dual Registration

Multi Device Access SIP Phones only 1 to 10 simultaneous devices NACR 4/20/2017 12:12 AM Multi Device Access SIP Phones only 1 to 10 simultaneous devices 2 or 3 is most common Uses registration capacity in Session Manager Corporate Template

Multi Device Access Simultaneous device threshold handling NACR 4/20/2017 12:12 AM Multi Device Access Simultaneous device threshold handling Drop oldest connection (recommended) Not allow new connections until other connections have dropped Corporate Template

Dual Registration H.323 with SIP Phones 1 H.323 device NACR 4/20/2017 12:12 AM Dual Registration H.323 with SIP Phones 1 H.323 device Desk phone matches other hard phones for firmware management 1 to 10 SIP devices For additional devices Corporate Template

Split DNS Use FQDN on the phone application NACR 4/20/2017 12:12 AM Split DNS Use FQDN on the phone application Internally resolves to Session Manager Externally resolves to Session Border Controller Corporate Template

Remote Worker Architecture

TCP What You Don’t Need Plain Old Telephone Service Dedicated voice circuit ( “SIP trunk”) SIP Trunking carrier TCP Plain Old Telephone Service

Sample Production Architecture Avaya SBCE w/ RW Licensing Internet Connectivity Public IP Address (or two for HTTPS) SIP Clients Programming and Configuration 3rd Party Security Certificates

SBCE: Remote Worker Overview Firewall Firewall Enterprise DMZ Internet Remote Workers Avaya SBCE Remote Worker are external to the Enterprise firewall Avaya Session Border Controller for Enterprise Authenticate SIP-based users/clients to the enterprise Securely proxy registrations and client device provisioning Securely manage communications without requiring a VPN

Components, Signaling, Media SSignaling Path SMedia Path SIP Endpoints 3rd Party SIP (Call Manager, Fax, etc) SBC – Trunking Experience Portal Messaging Communication Manager H.323 Endpoints SIP Endpoints 3rd Party SIP (Call Manager, Fax, etc) SBC – Trunking Experience Portal Messaging Communication Manager H.323 Endpoints Session Manager Carrier Carrier Internet SBCE – RW

Budget POC Virtual SBCE w/ 30 day trial license Internet Connectivity Public IP Address (or two for HTTPS) SIP Clients Programming and Configuration Avaya Demo Security Certificates

Please complete your evaluations Session 446