VoIP Overview & ImplementationVoIP Overview & Implementation

Christopher DuffyChief Information Officer

Peirce College

Agenda Agenda

Background Issues & Concerns Criteria VoIP Comparison & Challenges VoIP Benefits Call Centers Snapshot

Peirce College BackgroundPeirce College Background

Need Based on Business /Geography Online Growth Corporate College

Initial Installation/Vendor Removed QOS Poor Support/Knowledge of Products Patches & Uptime on PBX

Interim Non Prem Based SIP Solution

Final Selection

Need Based on Business /Geography Online Growth Corporate College

Initial Installation/Vendor Removed QOS Poor Support/Knowledge of Products Patches & Uptime on PBX

Interim Non Prem Based SIP Solution

Final Selection

Issues/ConcernsIssues/Concerns

Internal Forklift or Integration User Community Acceptance Accountability Issues IT Skill Sets Budget

Vendor Experience in Traditional PBX Experience in IP Networking/Infrastructure Single Vendor Solution - “One Stop Shop” Premier VAR/Reseller for Manufacturer

Internal Forklift or Integration User Community Acceptance Accountability Issues IT Skill Sets Budget

Vendor Experience in Traditional PBX Experience in IP Networking/Infrastructure Single Vendor Solution - “One Stop Shop” Premier VAR/Reseller for Manufacturer

Criteria for SelectionCriteria for Selection

Basic Voice Communications System

Longevity in IntegrationUnified Messaging ApplicationContact Center ApplicationWireless SolutionTelecommuter ApplicationsManagement ApplicationFault Tolerance

Basic Voice Communications System

Longevity in IntegrationUnified Messaging ApplicationContact Center ApplicationWireless SolutionTelecommuter ApplicationsManagement ApplicationFault Tolerance

“Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….

“Voice over IP is the John Travolta of Internet technologies. It was big once, everyone laughed at it, and it faded away….

only to come back bigger than ever.” - (Alan Cohen VP Cisco)

Traditional VoIPTraditional VoIP

Packet Switched 12th Birthday-1st

Generation Growing User Base Uses IT management

Concepts IT or Telephony Staff QOS issues

Packet Switched 12th Birthday-1st

Generation Growing User Base Uses IT management

Concepts IT or Telephony Staff QOS issues

Circuit Switched 100 Plus Years Old Wide User Base Well Understood Specialized Staff Proven Quality of

Service (QOS)

Traditional VoIPTraditional VoIP

Strain on Existing Network

Needs Power (POE) IP Security How Many Nines?

Strain on Existing Network

Needs Power (POE) IP Security How Many Nines?

Infrastructure in Place Non Power dependant Secure Infrastructure 5 Nines, +

Living by the NinesLiving by the Nines

“Five nines" means that a system is fully operational 99.999% of the time,

corresponding to less than 5.25 minutes downtime per year

Availability  Downtime Per Year

99.999%  5 minutes, 15 seconds 99.99%  52 minutes, 36 seconds 99.95%  4 Hours, 23 minutes

“Five nines" means that a system is fully operational 99.999% of the time,

corresponding to less than 5.25 minutes downtime per year

Availability  Downtime Per Year

99.999%  5 minutes, 15 seconds 99.99%  52 minutes, 36 seconds 99.95%  4 Hours, 23 minutes

VoIP Benefits VoIP Benefits

Convergence /Presence Awareness Unified Messaging

Voicemail & Fax in Exchange Follow me/ Concierge Instant Messenger /Web Based Chat

4 Digit between Locations (Centrex) Mobility

Extension & Device Mobility (Wireless) Soft phone-USB Tele-workers

VoIP Benefits VoIP Benefits

Integration & Accountability Call Reporting Call Monitoring

Handset, Web Chat, Instant Messenger Interface to CRM or ERP Systems

Voice Recognition (IVR) Voice & DTMF Tones

Disaster Recovery Ability to Relocate /Co-Locations Distributed Fault Tolerance

Satellite Offices Work at Home No Snow days!

Management One Network- Same Tools

Call Centers Call Centers

Group Number by Dept or Division No Individual Private Numbers Track Agent & Caller Activity Elimination of Voicemail

Group only Control in Customers Hands

Hold Voicemail Agent

Peirce TodayPeirce Today

PBX Fully Redundant S8700 Wiring Rack is Secure Everything Documented

Phones Mix of TDM & VoIP Softphone for SOHO Unified Messaging & Fax for all?

Call Centers Widely Integrated Full Reporting Resistance

PBX Fully Redundant S8700 Wiring Rack is Secure Everything Documented

Phones Mix of TDM & VoIP Softphone for SOHO Unified Messaging & Fax for all?

Call Centers Widely Integrated Full Reporting Resistance