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Keys to deploying business VoIP for SMBs. Includes tips to ensure the effective provisioning, activation and service fulfillment of commercial services.
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Best Practices in Deploying and Fulfilling Business VoIP Services
Michael Campbell, P. Eng.Director of Product Management, Solutions
Sigma [email protected]
Agenda
• Business VoIP (SMB) Markets• Understanding SMB Needs• Best Practices
– Roadmap Development– Have a Plan– OSS/BSS Integration and
Automation– Test, Test, Test– Training the Team
• Summary
SMB Business Voice Market
• New Revenue Growth Opportunity– Market research states up to $9.6B Business revenue by 2013*
– Transfer from ILECs to competition: 10BLines, $5B in revenue by 2013**
• Small and Medium Business will drive a large share o– SMBs tend to be early adopters
– Customers will be extending from Residential
– SMBs are typically underserved by local phone companies
– Triple play: Phone services, bundled with Data and Video is the sweet spot
– Follow on services can include SIP trunking and Data backhaul
*Kagan Research; Frost and Sullivan, **Buckingham Research*Kagan Research; Frost and Sullivan, **Buckingham Research
Business Voice
• Business VoIP requires more capabilities and uses much more complex feature sets than residential voice
• Multiple network components all require provisioning and activation
• Increased complexity for CMS configurations alone, not to mention Access or Trunking
• End user devices are evolving; NCS now, SIP coming out• Web based Admin Portals are needed as users want more
control to meet their needs• SMB Business Voice customers have a number of varied
needs; Features; Reliability; Service
Complexity of Business Voice
“The complexity is much greater for business services, especially in the area of telephony orders. There are many more features, lines and technology needs for
business phone services than residential. Accordingly, the systems have to be more complex and flexible to
accommodate business telephony needs.”
Bob Putnam, SuddenLink
Clear Roadmap
• Understand clearly what your Business Voice rollout will entail• Define
– Target markets (i.e. 2-25 lines)– Features and Feature packages– Geography– Technologies– Infrastructure
• Technology evolution should be considered as well– Network, CMS, Voicemail, Trunking, eMTAs, SIP Phones….
• Ensure that your OSS/BSS infrastructure will support your evolution
• Much more time and cost effective vs. figuring it out along the way
Planning and Plans
• Have a solid well developed plan that covers all of the key areas:– Sales, Marketing, Engineering, Operations, Everyone!– Market Rollout– Technology Selection– Ensures focus in Organization
• Goes without saying: Executive Champion; Sponsors• Walk, Jog, Run Concept; Not A Big Bang• SMEs and SPOCs• Training
Business Voice Service Definition
Sub
CPE Equipment Voice GroupsVoice Profiles Users
Residential Services (Solution
3.2)
0:1
Voice Services
0:1
Address (Contact, Billing)
ContactsQualilifiedService Address
1:n 1:n 0:n
Company ProfileClass of Service
Profile
Phone Profile
Company Features
A La Carte Line Features
1:1
Feature Service(one per feature)
Feature Service(one per feature)
Feature Profile Definition
Subtype
0:1 0:1
Subtype
0:n
0:n
Class of Service Definition
Class of Service Calling Plan
Features
Feature Service(one per feature)
Class of Service Features
Feature Service(one per feature)
Calling Card Allowed
Voice MailProfile
Subtype
Subtype
0:n
1:1 0:1 0:11:1
0:n 0:n
0:1
Phone Profile Definition
Phone Key Assignment
0:n
0:n
1:1
SMP User
Authorization Code
0:1
1:1
0:1 0:1
Voice Service
Primary Voice Line
Commercial Voice Line
Subtype
0:1
0:1
eMTA
Commercial HSD Device
Commercial HSD Access
Subtype
eMTA Device Control
Device Control
Subtype
Port
Voice Port
Subtype
1:1 1:1 0:n
IP Phone
IP Phone Device Control
Subtype
Line Key
Subtype
Feature Key
Subtype
1:1 0:n 0:n
ATA
ATA Device Control
Device Control
Subtype
Port
Voice Port
Subtype
1:1 0:n
0:n
0:n
0:n
Hosted IVR
IVR Definition Device Control
Device Control
Port
0:n
0:n
Subtype Subtype
Voice Port
1:1
Voice ServiceClass of Service
Class of Service Association
Class of Service Calling Plan
Instance
Feature Instance Definition
Service Feature Instance
Subtype
A-La-Carte Feature Instance
Service Feature Instance
Subtype
0:n
1:1 1:1
1:1 1:1 0:1
Class of Service Feature Instance
Service Feature Instance
1:n
0:1
1:n 1:n
Subtype
Voice ServiceClass of Service
Class of Service Association
Class of Service Calling Plan
Instance
Service Feature Instance
A-La-Carte Feature Instance
Service Feature Instance
1:1
1:1 1:1 1:1
Class of Service Feature Instance
Service Feature Instance
1:n
0:1
1:n 1:n
Subtype
Secondary Voice Lines
Secondary Voice Line
1:1
Subtype
0:n
Toll Free Calling Card
0:n 0:n
Hunt Group Definition Call Group Pilot
Call Group Member
0:1
1:1 0:n1:1
Commercial Primary Voice Mail
0:1
Commercial Secondary Voice
0:1
Commercial Voice Mail
Commercial Voice Mail
Subtype
Subtype
Hunt Group0:n
User
0:n
SMP Commercial Group Definition
Subtype
IAD
IAD Commercial HSD Device
Commercial HSD Access
Subtype
IAD Device Control
Device Control
Subtype
Port
Voice Port
Subtype
1:1 1:1 0:n
0:n
Commercial Transfer Voice
0:1
Subtype
Call Pickup Group0:n
Call Pickup Group Definition
Call Group Member
0:n1:1
SMP Commercial Group Definition
Subtype
Group Intercom Ring Group
0:n
Group Intercom Ring Group Definition
Call Group Member
0:n1:1
SMP Commercial Group Definition
Subtype
0:1
Consumable Resources
Key
Solutions 3.3 Phase 2
Solutions 3.3 Phase 3
Call Group First Member
1:1
CLEC Orders
Complex Directory Listing
Main Directory Listing
Sub Listing
1:n1:1
0:n
Directory Listing
0:n
See next page for details
Primary Voice Mail Profile
0:1
Transfer Voice Mail Profile
0:1
Unified Messaging Profile
Subtype
0:1
Composed Commercial Voice
Class of Service Voice Mail
A La Carte Voice Mail
0:1
Unified MessagingCommercial
Transfer Voice Mail
Commercial Primary Voice Mail
0:1
0:1
Unified Messaging
0:1
0:10:10:1
Voice GroupsVoice Services
0:1
Voice Service
Primary Voice LineVoice Service
Class of Service
Class of Service Association
Class of Service Calling Plan
Instance
Feature Instance Definition
Service Feature Instance
Subtype
A-La-Carte Feature Instance
Service Feature Instance
Subtype
0:n
1:1 1:1
1:1 1:1 0:1
Class of Service Feature Instance
Service Feature Instance
1:n
0:1
1:n 1:n
Subtype
Secondary Voice Lines
0:n
Toll Free Calling Card
0:n 0:n
Hunt Group Definition Call Group Pilot
Call Group Member
0:1
1:1 0:n1:1
Hunt Group0:n
SMP Commercial Group Definition
Subtype
Call Pickup Group0:n
Call Pickup Group Definition
Call Group Member
0:n1:1
SMP Commercial Group Definition
Subtype
Call Group First Member
1:1
Complex Directory Listing
Main Directory Listing
Sub Listing
1:n1:1
0:n
Directory Listing
0:n
Composed Commercial Voice
0:1
Full Support for:• Multiple Addresses• Company Profiles• Feature Packages• Dialing Plans• Hunt Groups• Multi-Port Devices• Voicemail
Sub
Voice Line
Secondary Line
0:n
0:n
0:n1:1 1:1
1:1 1:1
0:n 0:n1:1
1:1
Dial Tone
Dial Tone Access
Primary Feature Package
Switch Feature
Primary SelfCare Access
Samp Access
Secondary Dial Tone
Dial Tone Access
Secondary Feature Package
Secondary Feature Package
Secondary SelfCare Access
Samp Access
Disconnect Intercept
Intercept
Port Out Intercept
Intercept
MTA(various flavors)
PC VoIP Access
0:1
Normal Voicemail
Voicemail
Group Voicemail
1:1 0:n
Primary Voicemail
Voicemail
Secondary Voicemail
Voicemail
0:1
Hunt Group Member
Hunt Group Member
Hunt Group Pilot
0:n
Residential Voice Definition
Fulfillment Needs
• Overall Feature Management and Provisioning needed for more elements in Business voice path– eMTAs, IADS, Cable Modems, ONTs– Softswitches (VoIP, SIP and associated Features)– VoiceMail– Auto Attendant– SIP Phones (Aastra, Cisco, Linksys, Polycom, Snom as
examples)– Etc…
• All have their own provisioning “language”, more complex in most cases versus residential
• SIP has as an evolution path in the network• Can start with NCS and move to SIP• Application enablement via the SIP model
Fulfillment Integration and Automation
• Target Full Automation from start; may evolve over time• Business VoIP is more complex; Helps Handle the
Complexity• Consider Scalability; Adaptability; Flexibility• Define and Manage Feature Packages• Customer Portal Application• Drives:
– Data integrity – Reduction in errors– Higher levels of Customer Satisfaction
SMB Admin Portal Example
Test, Test, Test
• Expectations are high in the SMB Business Voice segment
• Reliability and Service are critical• Features need to work across all platforms• Separate Lab infrastructure; Key Network Elements in
place to test• Ensures that the services and Features work prior to
deployment in Product• Platform for Training during initial implementation
Training the Team
• Training on the new aspects of Business Voice• Everyone needs to be trained; various levels of training
depending on role• Good place to utilize your SMEs• Take advantage of Partners SMEs as well.• Schedule Refresher Training early and often
Summary
• Best Practices– Clear Roadmap– Have a Plan and work the plan– Fulfillment Integration and Automation– Test, Test, Test– Training
• Thanks!
Questions?