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Extending the Value of Your VoIP Investment to Business Applications. Welcome. Andrew Hunkins Founder, CTO and President of Unimax Systems Corp. - PowerPoint PPT Presentation
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www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Extending the Value of Your VoIP Investment to Business Applications
www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Welcome
Andrew Hunkins• Founder, CTO and President of Unimax Systems Corp.• Holds two patents in disparate data synchronization and
authored the ECTF M.001 specification and coauthored the M.100 specification, two vendor independent standards for computer telephony application and server management
• Past chairman of the Board of Directors and president of the Enterprise Computer Telephony Forum (ECTF)
• Chair of the VoIP Consortium
www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Welcome
Agenda– Terminology– 3 Telephony Truths
• Supporting Business Strategy• Telephony Receiving Recognition• What is Migration Really About?
– Bringing the Truths Together– Putting the Power of Convergence to Work– Resources– Questions
www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Terminology
Setting Expectations– Convergence– VoIP vs. IPT
www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Truths
The Unspoken Truths– Telephony is a key to supporting business
strategy.– Telephony administration doesn’t get the
recognition it deserves.– Migration of telephony environments is more
difficult than business executives realize.
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October 10-13, 2006• San Diego Convention Center, San Diego California
Supporting Business Strategy
The Infamous “Killer App”– Improved business productivity– Enhanced customer-facing opportunities– Better customer retention
Required Convergence Management Tasks– Testing– Troubleshooting, fault and performance management– Service assurance– Configuration management– Call accounting– Security management
www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
Telephony Administration Doesn’t get the
Recognition it Deserves
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October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
SecurityAccountingConfigurationFault Performance
MANAGEMENT
www.itexpo.com
October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
360° Model– Systems management is not
just for “management”
– Use as an assessmentand installation tool
– Leverage your IPT investment with an integration to other company processes and databases
AssessAssess InstallInstall
IntegrateIntegrate ManageManage
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October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
FCAPS under IPT– Provisioning software
• Synchronizes the billing database and corporate directory
– Performance software • Recommends provisioning changes to accommodate growth
– Security software • Detects abuse and triggers an automatic service freeze
– Provisioning software • Mirrors changes in e-mail group distribution lists into voice mail
group distribution lists
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October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
Maslow’s Hierarchy– Evaluate existing tools serving
each of the 5 FCAPS areas– Allow for exceptions, e.g.
performance management for a call center
– Look for drastic inequality
ReactReact
ManageManage
AnticipateAnticipate
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October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
Lifecycle– Introduce VoIP
• Begin Unified Administration planning prior to moving to IP
• Ask for Unified Administration in RFP
– Sell• Perform assessment
• Know the target network
• Establish urgency
– Migrate• Move data supporting existing business processes
• Reduce risk of failed or delayed implementations
• Make Unified Administration a new service
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October 10-13, 2006• San Diego Convention Center, San Diego California
Telephony Receiving Recognition
Lifecycle continued…
– Manage• Maintain optimal performance
• Make systems management a better service with Unified Administration
– Integrate• Automate manual administrative tasks
• Personify the promise of IP Telephony
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October 10-13, 2006• San Diego Convention Center, San Diego California
What is Migration Really About?
Considerations– Time
• It WILL take longer than you expect (for the first time)
– Vendor offerings• Recognize value of existing relationships
• Design assistance
• Project planning assistance
• Network assessment/validation
• Requirements review
• Software release coordination
– Tips • Pilot the entire system
• Upgrade first
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Returning to the Truths– Supporting business strategy
• Alignment with value
• Unified Administration
– Deserving of recognition• Needs acknowledgment
• Make the obvious obvious
– Migration is difficult• Consider partners
• Consider lifecycle
• Consider time
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Business Applications• Real-time applications
– Messaging & collaboration• People-centric
• User-published & controlled
• Integrated
• Customizable
• Extensible
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Business Applications– Wireless access strategy
• Presence Detection
• Follow Me
– Application development
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Business Opportunities– Disaster Recovery– E911– Migration– Call Accounting support– Corporate Directory– Off-line Provisioning– Discrepancy Reporting/SLA– … and more
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Opportunity: Migration Cutover– Challenge:
– Limited visibility into disparate systems– Limited technical resources– Limited timeframe
– Solution: – Improved data visibility– Reduced errors– 65% faster migration – Reduced business risk
– Benefit: – Can leverage promises of IPT more quickly– Linked telephony to business strategy
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Opportunity: Automated Voice Mail Distribution Lists– Challenge:
– 10,000 national field sales employees– More than 1,000 lists– Rapidly changing list membership– Incomplete visibility and control– Disparate systems ownership and management
– Solution:– Linked telephony with HR databases for improved
accuracy– Simple Web interface for “ad-hoc” distribution list MAC
work and reporting– Web interface to allow for flexible systems management
– Benefit:– Improved communication with field sales force– Improved ability to respond to organization– Linked telephony to business strategy
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Opportunity: Disaster Recovery– Challenge:
– Natural disaster interrupted services– Needed to maintain voice communications
– Solution:– Identified capacity on remote voice mail systems– Exported data to populate on remote system– Managed systems remotely
– Benefit:– Re-established communication with 2,150 employees
within hours– Improved organization’s ability to respond to crisis– Linked telephony capabilities to service strategy
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October 10-13, 2006• San Diego Convention Center, San Diego California
Bringing the Truths Together
Opportunity: E-911– Challenge:
– Protect staff and students – Resolve discrepancies between the E-911, IPT switch and
PSAP data– Keep information accurate day-to-day – Validate data automatically
– Solution: – Synchronized information– Automatic verification of information
– Benefit:– Improved emergency response time– Linked telephony to service delivery
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October 10-13, 2006• San Diego Convention Center, San Diego California
Putting the Power of Convergence to Work
Implementation– Consider more than one facet of convergence when extending your
system.
– Proper preparation is the key to success; but preparation is not just about networks!
– Involve cross-functional teams
– Look for partners who can help you
– All lifecycle elements
– “Day 2” administration
– Align with business strategy
– Track and report metrics
– Communicate successes
