IP Telephony on the Statewide Network

1. IP Telephony on the Statewide Network Seitel Leeds & Associates June 23, 2004

2. Agenda • Introduction • Why put IP telephony (IPT) on the statewide network? • What is the statewide network? • How can IPT be placed on the statewide network? • Should I use IPT on the statewide network? • First steps? • When can IPT be placed on the statewide network? Seitel Leeds

3. Introduction • Frank Leeds • 1990: co-founded Seitel Leeds; serve as Principal and CTO • 25 years of IT experience • Helped design statewide network • Have worked with IPT since 1996 • Wrote the DIS VoIP Assessment Framework • Provide process and IT technology consulting for a variety of government, education and private clients Seitel Leeds

4. Why Consider IP Telephony? Seitel Leeds

5. Reasons for IPT • Compelling voice application • Multi-media (IM/Web/email/voice) contact center • Converged connections (anytime/anywhere, mobility) • Potential savings via converged transport • Voice, video, and data over single WAN transport • Vendors are moving from TDM to IPT • E.g. Avaya, NEC, Nortel have all announced IP focus • End-of-Life (EOL) for voice equipment Seitel Leeds

6. Reasons for IPT, continued • “Other” reasons • Vendor discounts for infrastructure swap out • Potential reduction in staff • Reduction in operational costs • Reduction in long distance costs • Regional trunk consolidation Seitel Leeds

7. Glossary ACD …… ATM …… Centrex … CO …… DCS …… FR …… H.320 …… HVAC …… ISDN …… IVR …… IPT …… KSU …… MPLS …… QoS …… PBX …… PRI …… SONET …… SGN …… TDM …… Tie-Line … Trunk …… VoIP …… Automatic Call Distribution Asynchronous Transfer Mode Carrier managed telephony system Central Office Digital Cross Connect System Frame Relay ISDN video Heat, ventilation, air conditioning Integrated Services Digital Network Integrated Voice Response IP Telephony KeySet Unit Multi-protocol Label Switching Quality of Service Private Branch eXchange Primary Rate Interface (ISDN digital trunk) Synchronous Optical Network State Governmental Network Time Division Multiplexing Trunk between two voice systems Circuit that carries voice traffic Voice over IP Seitel Leeds

8. What is the Statewide Network? Seitel Leeds

10. Statewide Network • SGN, IGN, and PGN w/ firewall segmenting • Carrier circuits – SONET, DS3, DS1, Ethernet (10/100/1000 Mbps) • Regional aggregation (NW, NC, E, SW, Oly) • Voice (TDM), video (H.320), and routed data (TCP/IP, some other protocols) • Newer MPLS overlay, ATM aggregation of Frame Relay circuits Seitel Leeds

11. Data Network Characteristics • Redundant SONET long-haul • MPLS/ATM layer 2 for additional redundancy and security • Redundant and diverse circuits (both path and entrance facilities) • Carrier class facilities – HVAC, power, security, 7x24 staffing Seitel Leeds

13. Voice Network Characteristics • Managed PBX facilities • SCAN service (long distance) • Billing services • Redundant and diverse circuits (both path and entrance facilities) • Carrier class facilities – HVAC, power, security, 7x24 staffing Seitel Leeds

14. Network Size (Estimated) • 1,000+ institutional sites supported • 120,000+ SCAN accounts managed • 26,000 PBX lines/handsets supported • 23,000 lines of Centrex managed • 500,000+ workstations use the network daily • 30+ GB to the Internet on daily average • 100,000+ email transactions daily average Seitel Leeds

16. IPT on the Statewide Network… HOW? Seitel Leeds

17. IPT Nirvana? Seitel Leeds

19. Basic IPT Issues • Need voice skills (they don’t go away!) • Need local dial tone (extended dialing area) • Need local 911 or E911 access • Need quality of service (QoS) and call admission control (CAC) in both agency and statewide network links • Need to support current call flow – dial plan, long distance, speed dials, 800 service, IVR/ACD applications • Need to handle firewalls in data circuits • Need trunking analysis to support IPT voice calls Seitel Leeds

20. IPT on Statewide Network • Low hanging fruit • Converged transport • IP Centrex • Further out • DIS IPT-managed services • Statewide IPT support Seitel Leeds

21. Converged Transport • What • Aggregate LD SCAN and data circuits into single set of transport • Provides more efficient use of regional transport and potential cost savings • Needs • QoS on regional WAN (agency and carrier) • LD SCAN IP gateway or connection (DIS) • QoS on statewide network (DIS) Seitel Leeds

22. IP Centrex • What • Local dial tone over IP at small branch • More features per phone • Integrated dial plan (possibly) • 911 support • Needs • Vendors willing to place IPT in their regional central offices (Vendor/DIS) • Co-location facilities from WAN vendors to IP Centrex vendors Seitel Leeds

24. Wait! – I want to eliminate SCAN long distance charges! • Provides statewide dial plan • Do you want to manage a dial plan of that scale? • Manages accounts and billing for all of SCAN • Do you want to manage the “soft” side of LD? • Larger market basket for IXC circuits • All things being equal – IPT operational costs, potentially higher WAN costs for IPT, dial plan upgrade – can you really get a lower true cost than SCAN? Seitel Leeds

25. Should I Put IPT on the Statewide Network? Seitel Leeds

26. Reasons for: Maturing market Multimedia contact centers Vendors are moving to IPT EOL equipment data upgrades voice upgrades Job requirements mobile staff sales/marketing Difficulties: True recurring service savings are hard to quantify Support can be more complex than anticipated Operational savings are difficult to quantify Carriers not yet ready (QoS, traffic routing) Internet transit really not viable! Observationsor “Your mileage may vary!” Seitel Leeds

27. What are My First Steps? Seitel Leeds

28. First Steps • Review and understand your cost and service allocations by physical region • Voice • Carrier services (analog/digital, DID, 800, LD) • Messaging services (VM, unified msg., announcements) • Applications (IVR/ACD, call center) • Intercom support • Alarms and other special circuits • WAN • Tie-lines • Data circuits • Data • Switching/routing • Messaging • Directory services (AD/LDAP) • Environmental • Power • HVAC Seitel Leeds

29. First Steps, continued • Interview your CUSTOMERS (they pay) • Features/functionality that must migrate to new system • New features/functionality they need/want • Set life/safety thresholds • e.g., IP phones must have 2/4/8/24 hrs of power (drives UPS costs in the wire closets) • PSAP dB updates (how mobile will your staff be?) Seitel Leeds

30. First Steps, continued • Understand your CALL FLOWS • Where do calls go today? • Will that really change with IP telephony? • Select a representative manufacturer • Design a system at the 10,000 ft level • Collect the costs • Call processing, handsets, intercom, E911, conferencing, UPS/power, WAN, voice circuits, data upgrades, training, operational tools, design, implementation, PM, cost of money, maintenance, support Seitel Leeds

31. Full Scale IP Tel Costs Probable Real Converged $ $ $ Today’s V+D $ Today’s D $ Hoped for converged $ Today’s V $ Time Time Seitel Leeds

32. When ->Timing • DIS will let RFX for small IPT systems this summer • DIS plans to offer IP Centrex services during 4th quarter 2004 assuming adequate demand. • DIS is conducting domain of change project to prep organizationally, operationally, and technically for IPT • Looking for ways to integrate SCAN LD into IP network during 1st quarter 2005 Seitel Leeds

33. Questions? Frank Leeds fleeds@sla.com www.sla.com Thank You Seitel Leeds