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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 buyTechnical details in depth (covered later)
Bridging Two Worlds
www.citel.com
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.
Bridging Two Worlds
www.citel.com
What is an IP PBX?Trunk CardsStation Cards
Software
Media Network
TDM PBX
PSTNPSTNTrunks
TDM PBX 1010
Break it down! Specialize!Set the software free!
IPPBX
Trunk Gateway
Trunks
IP PBX Software(w/ Applications)
PSTNPSTN
LAN
1010
Station CardsHandset Gateway
Media Network
Bridging Two Worlds
www.citel.com
What isn’t an IP PBX?VoIP alone ≠ 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.
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 buyTechnical details in depth (covered later)
Bridging Two Worlds
www.citel.com
What are the benefits?
Lower operating cost
Scalability and disaster recovery
Geographic Flexibility
Next-generation features
Bridging Two Worlds
www.citel.com
What are the benefits?Lower Operating Cost
Cheap long distancePass calls over Internet or WAN between sitesRoute traffic over WAN to area of lowest ratesGet cheap LD from an IP carrier
Reduce number of business linesShare 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 costAllows remote admin and centralized adminEnables user self-admin
Bridging Two Worlds
www.citel.com
What are the benefits?Scalability and Disaster Recovery
Software is inherently more scalable!Not limited by cabinet size for lines and trunksMore devices can be added as neededNot limited by PBX processor capacityClustered servers can add scale (like web sites)
Mirrored servers can be miles apart Same technology used for WWW and FTPIf one server goes down, devices “scramble” to another server and overall service stays up
Bridging Two Worlds
www.citel.com
What are the benefits?Geographic Flexibility
No more 2500 foot limits on line lengthBoth signaling (“features”) and media (voice) are passed over IP at any distancePhones and other devices all over the city and around the world can work as a single networkSingle dialing plan, central admin, shared resources and applications, etc.
This enables several other benefitsCheap long distanceTelecommuter supportDisaster recoveryHosting becomes a viable option
Bridging Two Worlds
www.citel.com
What are the benefits?
Hold, Transfer, ConferenceMusic-on-hold, Paging, DNDCaller ID, MWI, Multiple Line AppearancesCall Forwarding, Bridged Lines, BLF
-- Traditional PBX Stuck Here
Dialtone Invented when? 1890’sMake Call, Take Call (DOD, DID) 1890’s – 1940’s
Call Logs, Directory DialingInstant Messaging Telecommuting, SimulRingComputer-Telephone Integration (CTI - a bundle)Unified Messaging (an application)
-- IP Telephony Enables These
Next-Generation Features
Bridging Two Worlds
www.citel.com
CTI
Make your PC and Phone work together:
- Click-to-Dial
- Call Logging
- Call Recording
- Incoming Call Pop
- Visual Call Control
+
Bridging Two Worlds
www.citel.com
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
Bridging Two Worlds
www.citel.com
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…
Bridging Two Worlds
www.citel.com
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
Bridging Two Worlds
www.citel.com
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
Bridging Two Worlds
www.citel.com
Next-Gen Features on TDM
TDM PBX
What’s wrong withthis picture??
Do you think this will work?
WAN or
VPN
WAN or
VPN
IP
IP Trunk Adaptor
RAA
Branch PBX / KTS
AdminServer
PSTNPSTN
VoiceAdaptors
UM Server
CTIAdaptor
IP T. A.
Circuit Trunks
AdminLink
Remote Access
1010
Bridging Two Worlds
www.citel.com
Next-Gen Features in IP
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.
(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.)
Trunk Gateway
Trunks
IP PBXPlusApplications
PSTNPSTN
LAN
LANWAN or
VPN
WAN or
VPN1010
1010
1010
1010
Bridging Two Worlds
www.citel.com
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.
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 buyTechnical details in depth (covered later)
Bridging Two Worlds
www.citel.com
IPPBX
Trunk Gateway
Trunks
IP PBX Software & Applications
PSTNPSTN
LAN
1010
Hosted versus CPE
IPCentrex
PSTNGateway
IP PBX Software & Applications
PSTNPSTN
LAN
1010
IP WANIP
WAN
CustomerService Provider
An IP PBX is a software application on a server. You can buy and operate the service yourself…Or you can “rent” service from a service provider
LAN
Bridging Two Worlds
www.citel.com
Hosted versus CPETraditional “Centrex” Limitations
Relatively expensive compared to PBXLimited features compared to PBXDifficult to provision, long lead times for MACMainly attractive to < 10 users or > 2000 users-> Only has 10%-14% market share vs. PBX
IP CentrexCosts 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
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 buyTechnical details in depth (covered later)
Bridging Two Worlds
www.citel.com
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?