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Embracing Technology
Making IP Telephony WorkRomolo Pallini
GIPS, Director Networks,
Internet Technologies & Telecom
Getronics
Agenda
• Our E-World• Why VoIP at Getronics?• How did we do it?• Where are we today?• What did we learn?• Current VoIP status at Getronics• Future steps• Example of cost savings
Getronics E-World
• Cisco-based network• >450 cities, 30 countries • >600 Network connected sites• 1,000+ customers connected via
Internet/extranet• Globally >8000 Cisco IP phones deployed
internally • Unity and Active directory fully integrated • Monitoring performed by ESC’s
• 2 major data centers (Tewksbury & Brussels)• >800 W2000 server infrastructure• >26,000 networked PCs • Common operating environment
(Windows/Office)• MS Exchange messaging & collaboration• 50 critical NT/UNIX global computer systems • ISO 9002 compliant data centers
Sites, Countries & Customers
Employees, Contractors & Suppliers
Investment & Cost
VoIP … Why?
• Cost effective & future-proof• Unity
–Active directory integration
• Phone/Web-based directory services
• Universal cabling• Reduced admin. costs• Showcase technology deployment
How did we do it? Planning, planning, planning….
• Assessment – Traffic study (data & voice)– IP addressing, DHCP, DNS– WAN, LANs, VLANs– QoS, or other prioritization techniques
• Design – Multidiscipline, international team – High availability infrastructure– Dial plan, IP addresses schema, QoS
How did we do it? Planning, planning, planning….
• Deploy– Phased deployment approach – Help-desk escalation procedures– Training
• Review– Evaluate based on monitoring reports– Call and IP routing traffic– Document
• Support – Monitor, maintain (outsourced to Getronics BU’s)– Core technical team
Justifying VoIP
• New Buildings – Savings: cost of cabling, one infrastructure, MACs.
• Existing facilities – Strongly recommended if expansion is needed – Lower TCO than legacy telephony equipment– Savings: One infrastructure, MACs
• Cabling saving may not be realized due to infrastructure already in place.
• Remote and mobile workforce – Productivity increase: unified messaging– Soft phones, Unity ,…….
Lessons Learned
• Planning – Involve all infrastructure teams
• NT, Exchange, Active Directory to install VoIP• Voice team involvement
– Understand and prepare the network infrastructure• Traffic study• IP addressing• VLANS• QoS, or other prioritization techniques• Security
Lessons Learned, cont.
• Think about your users– Communicate and make them part of the
process– Training
• Interactive web-based training created
– Help-desk support
• Maximize ROI by understanding your calling patterns and your links utilization
Current VoIP Status at Getronics
• First Installation in US: February 1999• VoIP locations
– US, UK, Belgium, NL, Germany, Switzerland, Mexico, Spain, Italy, Brazil, Canada, Ireland, Japan, Austria, Australia, Singapore, Middle East, ……
• Features– Cisco-Nortel-Avaya interconnected – Unity (unified messaging) integrated with Active Directory – Inter-clustering to Getronics’ Global sites – IP phone applications
• Weather forecast• Stock info• Directory services
What next?
• Clusters consolidation– Central European cluster installed
• Belgium and NL live • Planned migrations for Germany, Switzerland….• Target 10K to 15K users
– Central European Unity installed
• IPCC/ICM– Call centers migration to IPCC planned
• US, Mexico, Canada
– ICM multimedia installed (contact center ) • Voice, web chats, e-mails