SIP for the Enterprise
description
Transcript of SIP for the Enterprise
International SIP ’03 Conference, Jan. 17, 2003
SIP for the EnterpriseSIP for the Enterprise
* The opinions presented here may or may not be those of my company
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SIP for the Enterprise: OverviewSIP for the Enterprise: Overview
Global communicationsLower cost – new servicesIncreased productivity
Mobility Collaboration
IT integration with communications
Placement of servicesDead endsConclusions
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsGlobal communicationsLower cost – new servicesIncreased productivity
Mobility Collaboration
IT integration with communications
Placement of servicesDead endsConclusions
1/17/2003 SIP for the Enterprise 4
Global: The Choices Using SIPGlobal: The Choices Using SIPPSTN Switch
PSTN GWY
WorldComDeltathree
Denwa
Teliaother… Pingtel
Snom AG HotSIP
Service Providers Vendor solutions without public PSTN GWYs
Many other SIP phones…
Also: w. 802.11b coming
Any to any using the Internet
IPTel
802.11
3GPP23GPP
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Communications Service ProvidersCommunications Service Providers
Internet access IP VPN Gateway service to the PSTN
Local, can be virtual (Telco emergency, free-phone, directory) Global
Hosted communication services “Centrex-like” voice Beyond-voice communications: Presence, IM, video, Collaboration Mobility ENUM …other…
Edge services NAT/FW & traversal QoS SLA monitoring Header compression
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost – new servicesLower cost – new servicesIncreased productivity
Mobility Collaboration
IT integration with communications
Placement of servicesDead endsConclusions
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Telephony-style PBX/Centrex SIP FeaturesTelephony-style PBX/Centrex SIP Features
• Call hold
• (Un)Attended call transfer
• Call
forwarding/unconditional
• Call forwarding/no answer
• Single line extension
• Call pickup
• Outgoing call screening
• Music on hold
• Consultation hold
• Attended transfer
• Busy call
forwarding
• 3-way call
• Find-me
• Call parkRef: <draft-ietf-sipping-service-examples-02.txt>
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SIP changes the assumptions about Cl.5 & SIP changes the assumptions about Cl.5 & PBXsPBXs
• Parallel voice and IM/e-mail communications: Attended transfer and consultation hold may use IM as a parallel communication channel,
• Wireless IP presence and location information,
• Use presence attributes for polite calls,
• Use presence for call-back,
• Use presence to set up ad-hoc conferences,
• Use PC with GUIs and 3pcc to invoke all features,
• Attendant work station becomes SIP telephony device,
• Voice mail becomes a component of unified messaging,
• Include cordless/mobile phones and devices,
• Extend enterprise communications with SIP mobility,
• Integrate video and data collaboration.
• New/changing communications and media for the enterprise makes PBX/Centrex just as starter service.
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Example of Unified MessagingExample of Unified Messaging
1 PSTN or mobile call
VoIP Gateway SIP
Server2
3 Call is forked to phone and to UM server
5 Message store takes call after 10s
Web retrieval and Web retrieval and playback using RTSPplayback using RTSP
Message Message retrieval retrieval by voiceby voice
4 Called party does not answer
Unified Message Store
UM Server
3
3
SIP NOTIFYSIP NOTIFYMSG WaitingMSG Waiting
Caller is leaving a Caller is leaving a voice messagevoice message
Legend:Deposit voice mailRetrieve voice mail via PSTN or e-mail/web
e-mail notificatione-mail notification
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Unified Messaging Handling ExampleUnified Messaging Handling Example
Voice mail, e-mail and fax in Windows Outlook
Ref: http://www.inin.com/Products/CIC/features.asp
Courtesy:
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Agent SoftphoneAgent Softphone
Windows file paradigm GUI
Windows for queued calls, PBX functions and agents with availability
Ref: http://www.inin.com/Products/CIC/features.aspCourtesy:
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost – new servicesIncreased productivityIncreased productivity
MobilityMobility Collaboration
IT integration with communications
Placement of servicesDead endsConclusions
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Enterprise User Scenario Example: Four Basic Enterprise User Scenario Example: Four Basic ProfilesProfiles
Home Campus MeetingAwayOffice
Sally,Medical DeviceSales Manager
Network
Activities/Applications
Devices
DSL/Cable Modem
PDA, Mobile Phone PDA, Mobile Phone, SIP phone
LAN CDMA, GPRS, WLAN Hotspot
WLAN, CDMA, GPRS
Final touches to Powerpoint presentation, conference call with System Engineer
Accessing contract on Exchange Server. Check inventory on ERP
Notebook PC, SIP Phone
Notebook PC, phone/mobile
Planning next day’s activities with CRM; email; calls
Responding to voicemail, checking email in parking lot
Average increase in productivity is 22%*Average increase in productivity is 22%*
*Ref: NOP World Wireless LAN Benefits Study, Fall 2001
Courtesy Coldwater Networks
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Roaming ScenarioRoaming Scenario
3G Wireless Coverage
Home WLAN
Restaurant WLAN
Office LAN Hotel WLAN/LAN
Airport WLAN
Multi-mode Radio CardMulti-mode Radio Card
LAN, WLAN hot spots and 3G wireless mobilityLAN, WLAN hot spots and 3G wireless mobility
Walled GardenWalled Garden Open InternetOpen Internet
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Value: Mobility Across All NetworksValue: Mobility Across All Networks
Internet
SIP MobilitySIP Mobility
Wireless LAN
CPE
Wireless
Network GWYs
Voice GWY
Wireless Networks PSTN
SIM SIP chip for GSM phones
PresenceLocationSMS-IMVoice
WAM
AAAAAA
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SIP Application Level Mobility SIP Application Level Mobility Personal MobilityPersonal Mobility
User is reachable under the same identifier on several networks, at several terminals, possibly at the same time.
Service MobilityService MobilityAbility to obtain the same services while roaming: Services,
personalized GUI, directory, ‘dial plan’ – “don’t leave home without it”.
Terminal MobilityTerminal MobilityReachable by the same application layer specific URL, using
dynamic acquired IP addresses.
Pre-call, mid-call, recovery from disconnect. Ref: http://www.cs.columbia.edu/~hgs/sip/drafts_mobility.html
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Reach Alan
sip.wcom.com
Personal MobilityPersonal Mobility
yahoo.com
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Compaq HP Casio
Toshiba Siemens
Dell Mexmal
ASUS Toshiba
NEC
HP
Toshiba
http://www.microsoft.com/mobile/pocketpc/learnmore/hardware/americas.asp *
Microsoft Portrait
SIP for 2.5-3G & 802.11.x wireless is quite promisingSIP for 2.5-3G & 802.11.x wireless is quite promising
* Sampled from
two dozen products
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost - new servicesIncreased productivityIncreased productivity
Mobility CollaborationCollaboration
IT integration with communications
Placement of servicesDead endsConclusions
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Leverage All Capabilities in Windows MessengerLeverage All Capabilities in Windows Messenger
1. POTS Connectivity• PC to phone
2. IP Communications• Presence• Text messaging (IM)• Voice, telephony• Video
3. Data Collaboration• Whiteboard• Application sharing• FTP
Microsoft Messenger based on SIP
Laptop and desktop become full communication enabledLaptop and desktop become full communication enabled
Mobility with SIP for mobile devices!Mobility with SIP for mobile devices!
Commworks SIP Network Gateway
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost - new servicesIncreased productivity
Mobility Collaboration
IT integration with IT integration with communicationscommunications
Placement of servicesDead endsConclusions
Only the conventional apps shown here
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CRM SIP FunctionsCRM SIP Functions
Private Branch Exchange (PBX) Automatic Call Distribution (ACD) Interactive Voice Response (IVR) Unified Messaging Web Interaction Management E-mail Management Software Phone Remote Connectivity Multi-Site Capabilities Real-Time Supervision and Alerting Reporting Call Recording and Monitoring Fax Services Text-to-Speech and Speech Recognition Database Connectivity Mainframe Connectivity Voice Over IP (VoIP) Customization Predictive Dialing Agent-Side Visual Call Scripting
Ref: http://www.inin.com/Products/CIC/features.asp
All CRM functions can be implemented as SIP network based software.
Eliminate discrete circuit switched boxes:
• PBX
• ACD
• IVR
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost - new servicesIncreased productivity
Mobility Collaboration
IT integration with communications
Placement of servicesPlacement of servicesDead endsConclusions
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Placement of SIP ServicesPlacement of SIP Services
Depends on size of enterprise
Smallest size Largest size
All services can be hosted
Many services can be hosted
Some services can be hosted
All services shown on slide 5
Gateway serviceGlobal communicationsENUMCollaborationMobility
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost - new servicesIncreased productivity
Mobility Collaboration
IT integration with communications
Placement of servicesDead endsDead endsConclusions
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Are softswitches and IP PBXs alternatives to Are softswitches and IP PBXs alternatives to SIP?SIP?
The proprietary IP PBX and softswitch are Internet unaware:
• Telephony-voice centric: PSTN & PBX emulations
• Services are unavailable outside of enterprise/ISP limits
• Central control
• Proprietary closed systems
• Ownership risk: There is no 2nd source for
• phones
• servers
• Ownership cost: High for maintenance & custom development
• No standard presence
• No standard mobility
No integration with the web: Info, application, transactions
Single advantage: Turnkey systems
Traditionally designed to be not interoperable(some rare recent exceptions)
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The Fallacy of Phone-Phone LD Bypass and Cl.5 EmulationThe Fallacy of Phone-Phone LD Bypass and Cl.5 Emulation
PSTN circuit switching:
Quality is OK
Lower cost per port
Countless features, Centrex
Works reliably
Global PSTN
Standards
IN un-bundles services & switch
The “softswitch” and IP PBX are a step backward from PSTN, while lacking:
New services (Long list for SIP)
Data
Integration of voice and data
Screen capture as of 9/14/02 – other telephone switches found as well
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Strange Things HappenStrange Things Happen
Strangely enough, avoiding the true shift to IP by emulating the circuit switch and its central control over IP is popular with many telephone network operators and they seem willing to spend significant investments in this area.
In a similar manner, IT managers still seem to be willing to buy proprietary IP voice systems, without worrying about the cost and limitations further down the road.
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The IM Tower of BabelThe IM Tower of Babel
The large IM providers: MSN, AOL, Yahoo
2nd Tier: Jabber, other, everyone exercising XML or Java
Messaging software vendors: 36 listed on one site alone
Specialized: Customer Service IM, 3D, video, avatars
Host your own IM with Web hosting
Wireless/Mobile Services: Various IM systems
SMS: High price for micro data usage shows user interest
Wireless/Mobile Vendors: Wireless Village
The absurd path backwards of incompatible IM systems:The absurd path backwards of incompatible IM systems:
The more incompatible IMs there are, the less value each has
This is worse the pre-Internet mail systems used to be
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IM Security RisksIM Security Risks
Many executives and employees still use public unsecured IMIM logs can be a corporate hornet nestEavesdropping, physical tracking
Virus distributionMany IM cannot be scanned for virusesUndermines browser securityDownload prompts:
Agents for DDOS, Trojan horse, backdoor programs exercise remote control expose confidential data install other malicious software change files, delete files
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Requirements for Presence and IMRequirements for Presence and IM
Short List: Global-Internet wide standards based Presence as generic event for all applications Same communication stack for all applications Same global routing infrastructure Same data sets and databases Same Servers Same UAs as for other media Same authentication, message integrity and privacy E2E, replay, DOS and other protections
Model and requirements: RFC 2778, RFC 2779
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IETF SIMPLE WG I-DsIETF SIMPLE WG I-Ds
Session Initiation Protocol (SIP) Extensions for Presence
An Extensible Markup Language (XML) Based Format for Watcher Information
A Session Initiation Protocol (SIP)Event Template-Package for Watcher
Information
CPIM Mapping of SIMPLE Presence and Instant Messaging
A SIP Event Package for List Presence
http://www.ietf.org/html.charters/simple-charter.html
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SIP for the EnterpriseSIP for the Enterprise
Global communicationsLower cost - new servicesIncreased productivity
Mobility Collaboration
IT integration with communications
Placement of servicesDead endsConclusionsConclusions
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Conclusion: The Value of SIP IP Communication Conclusion: The Value of SIP IP Communication ServicesServices
Higher service resilience than PSTN - proven Better voice quality than PSTN* Multimedia: Text, voice, video, data Mobility for all communication services Presence based services Integration of voice mail, e-mail, IM, SMS Multiple conferencing models and media Call routing heaven + ENUM Secure communications User preferences and control for all of the above Integration with the Web:
Communication, information, productivity apps, entertainment, transactions Gateways to PSTN, mobile telephony, paging networks, ISDN, H.323, etc. 100% open standards based, multi-vendor interoperable Service development is easy and fast Bottom line: Lowest overall cost
* Ultimate 4-wire, no distortion, no noise, no echo-tail, no freq dist, close to 4/8 kHz bandwidth vs.3.1KHz PSTN* Ultimate 4-wire, no distortion, no noise, no echo-tail, no freq dist, close to 4/8 kHz bandwidth vs.3.1KHz PSTN