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presentation given by Peter Gradwell at a seminar for Lucid Networks (http://www.lucidnetworks.co.uk/). June 2009
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Gradwell and Lucid Networks
June 2009
www.gradwell.com | 01225 800 800 | [email protected]
VoIP 2009 – Where are we at?
Who are we?
• We provide hosted Internet services
• Email & website (17k mail, 12k websites)
• Telephone service (51k Numbers)
• Broadband Internet (500 – new)
• Focus on
www.gradwell.com | 01225 800 800 | [email protected]
• Focus on
• Managed services
• Excellent support
• Micro / small business
• Glue technology together
• Make it work
• Solve a problem that we have
• Explain how to use it
Internet backbone for small business
What are we?
• 10 years old (Incorporated in December 1998)
• A team of 30
• Consistently award winning
• Liked by our customers
• “Best functionality”
www.gradwell.com | 01225 800 800 | [email protected]
• “Best functionality”
• “Customer Service”
• “Save Time”
• “Business Specialists”
• “Technical Skills”
What is your technical inclination?
Averse
17%
Enthusiast
36%
www.gradwell.com | 01225 800 800 | [email protected]
Competent
47%
Recent numbers (June 2009)
Customer base of 18,000
• Repeat billing agreements: 9200
• 140 co-branded partners
• 110 white label partners
www.gradwell.com | 01225 800 800 | [email protected]
>50,000 phone numbers
• Trunk delivery (SIP/IAX) SIP: 6030, IAX: 7800
• Centrex & single line services – 13250 extensions
• 5500 handsets & routers shipped since Nov 2007
Regularly handling >5M minutes of calls
in & out per month
Top 3 SME
VoIP Provider
Distribution
• We sell direct to end customers
• We have a reseller channel of 250 IT consultants
• We sell white label to a handful of the middle-tier Internet providers (Plusnet, Tiscali)
• We market via the internet, word of mouth and PR
www.gradwell.com | 01225 800 800 | [email protected]
• There are approximately 1 million Micro/Small Business with broadband in the UK
How big is your company? What is your role in IT?
Internet & Open Source rules apply
• Distance isn’t an issue
• Pay for what you use, rather than how long you use it for
• Plug-in “anywhere”
www.gradwell.com | 01225 800 800 | [email protected]
• Banks of features and functionality
Different types of VoIP
www.gradwell.com | 01225 800 800 | [email protected]
Messaging + Talk
www.gradwell.com | 01225 800 800 | [email protected]
Case Study - Gradwell
20021 number to call
01225 800 800
Leeds
www.gradwell.com | 01225 800 800 | [email protected]
01225 800 800
2008
26 people working in office
4 at home
Peter Gradwell
Stuart Herbert (Technical Manager)
Ben Smithurst
Paul Thomas
Daniel Leech
Stan Pitchua
Ben Cole
Industrial Placement Student Developersx3
Barrie Millett (Commercial
Manager)
Gavin Lewandowski (1st Line TL A)
Matt Mackenzie
Dean Green
Kieron James
Tom Causer (1st Line TL B)
Daniel Warren
Daniek Kirby
Simon Cleverley
Specialist Support Staff
David Palmer (2nd Line)
Admin Staff
? (Logistics)
Brian Tolfree(Finance)
Katie Mackreth
Terri Manning (Porting)
Derek Swindell(Sales
Manager)
Jamie Ashby
Matt Park (Resellers)
Jake Johnson (Marketing)
BathTunbridge Wells
IP Centrex
• “PBX In the Sky”
• Multiple sites, multiple countries
• Small business phone systems
• One phone on each desk
www.gradwell.com | 01225 800 800 | [email protected]
• One phone on each desk
• Each phone has a dedicated number (DDI)
• Call routing is done centrally
• Everyone is on the same “system”
IP Centrex - Gradwell
• Has a “phone number”
• Make and receive calls to PSTN
• It can “look” like a phone
www.gradwell.com | 01225 800 800 | [email protected]
• Works across multiple internet connections
Clever numbers
• A Londoner can have an Edinburgh Phone Number
• Work from your Spanish villa, whilst in Birmingham
• An Englishman in Madrid can call a Chinese distributor with a US phone number (for free)
www.gradwell.com | 01225 800 800 | [email protected]
with a US phone number (for free)
Phone numbers
• 00 44 1225 80 0 800
• Typically BT will route/transit the calls inbound from
Intl Country Area Telco Customer
• Typically BT will route/transit the calls inbound from the world to smaller Telcos
• Could buy the service from C&W/Kingston
• Call comes down an ISDN line (SS7 signalling) into a server and we convert it to VoIP (SIP)
www.gradwell.com | 01225 800 800 | [email protected]
How does it work?
BT Interconnect
Copper
Interconnect
SIP Servers
PSTN to SIP Gateways
Internet
www.gradwell.com | 01225 800 800 | [email protected]
C&W/Verizon
SIP phone
SIP phones have user names & passwords and
login to the SIP gateway
SIP phone
Internet connectivity
• ADSL with many hops, or bandwidth management will introduce latency and jitter
• Jitter is voice packets arriving out of order, so they get dropped
• Upstream bandwidth restrictions will cause people to sound
www.gradwell.com | 01225 800 800 | [email protected]
• Upstream bandwidth restrictions will cause people to sound “underwater”
• Ethernet/WAN/MPLS Networks avoid these problems
Poor quality
• http://myvoipspeed.visualware.com/
• PESQ / MOS Scoring (0 -> 4.4) and Which codec
• Network• Latency >120ms is too high, causes Jitter
• Packet Loss (Routers) and Discards (Jitter Buffers)
Premium
Broadband
www.gradwell.com | 01225 800 800 | [email protected]
• Packet Loss (Routers) and Discards (Jitter Buffers)
• Wireless
• Premium Broadband gives QoS in the network
• A good Router manages the LAN & Upstream
• Large offices, use Ethernet/MPLS – new BT Openreach pricing in Spring
IT consultancy
• 4 staff working from home
• Use of “virtual numbers”
• Intelligent Routing
www.gradwell.com | 01225 800 800 | [email protected]
• SMS and Voicemail
• Call Transfer
• Ad-Hoc 3-Way Conferencing
IT consultancy
• Individual DDI routes:
• Phone
• Everyone
• Voicemail
2 x 0161 2 x 01642 01772
www.gradwell.com | 01225 800 800 | [email protected]
Sean
Ring Group – All Together
Ewan Stuart Andrew Nigel Amy
Sean VoiceMail
Tech support setup
www.gradwell.com | 01225 800 800 | [email protected]
Does it save money?
• “On-Net” calls are free – Call other VoIP users
• Calls are as cheap, if not cheaper (1.25ppm)
• Service is based on line rental (£7/month)
www.gradwell.com | 01225 800 800 | [email protected]
• £100 a handset on the desk
• Remove ISDN, but add bandwidth
Gradwell – phase 2
• We grew to about 25 people in the office using our hosted PBX, on an SDSL line
• Mainly, we wanted more bespoke call handling and CRM integration
www.gradwell.com | 01225 800 800 | [email protected]
PBX options
• Tools available to allow you/us to build low cost, but high functionality PBXes
• Lucid would put a server in your office(s)
• IP handsets
www.gradwell.com | 01225 800 800 | [email protected]
• IP handsets
• Mix of ISDN + VoIP
Integrating offices & supply chain
• Public ENUM is about publishing how you want to receive your phone calls
• Carrier ENUM is telcos getting a dynamic routing table
www.gradwell.com | 01225 800 800 | [email protected]
ENUM
• Phone numbers as domain names
• My VoIP server can now decide how to route the call
• 01225 800 810 becomes
• 0.1.8.0.0.8.5.2.2.1.4.4.e164.arpa.
www.gradwell.com | 01225 800 800 | [email protected]
• 0.1.8.0.0.8.5.2.2.1.4.4.e164.arpa.
• When I look this up I find
• TEL: 079700NNNNN
• SIP: [email protected]
• Can also dial [email protected]
Trixbox implementation
• Use of Trixbox PBX
• It’s free & commercial versions
• Full blown PBX & queue
• Integration with CRM
www.gradwell.com | 01225 800 800 | [email protected]
• Integration with CRM
• QueueMetrics for management info
Mini call centre
• 8 support staff, 2 shifts
• Visual display of calls
• A couple of man days of time
www.gradwell.com | 01225 800 800 | [email protected]
Gradwell’s telephony 2008
• Hybrid Hosted PBX and dedicated queuing server
• SDSL line in the office dedicated to voice
• ADSL lines at home, mixed use, with QoS
• Receiving and making 200 calls a day
www.gradwell.com | 01225 800 800 | [email protected]
Telephony costs
• DSL: £263
• 3x 50 + 1x 65 for DSL, plus 6x 12 for analogue lines
• Phone Calls: £300
• (120 hrs/2100 calls for £300 in Sept)
www.gradwell.com | 01225 800 800 | [email protected]
• VoIP Service 10 DDIs plus Dedicated Server: £70 + £120
• Monthly cost: £753
• Complete telephony for 30 people
• 200 calls a day, 4 hrs call a day
Conclusions
• “VoIP” is actually:
• A new way of looking at things
• A set of tools and building blocks
• Systems must be engineered properly
• Do need to make an initial investment
www.gradwell.com | 01225 800 800 | [email protected]
• Do need to make an initial investment
• Plenty of real life experience available
• Improved functionality & working
Thank you
All enquiries:
Peter Gradwell
www.gradwell.com | 01225 800 800 | [email protected]
Gradwell Dot Com Limited
26 Cheltenham Street, Bath BA2 3EX
T: 01225 800 800