an interactive eguide - unified communications

8/3/2019 An Interactive eGuide - Unified Communications

1/12

An interactive eGuide

Sponsored by

CONVERGENCE ANDVoIP ALERTTips on SIP trunking and managingvirtual performance

OPEN SOURCESMobile applications lay bare theIT/telephony divide

MAYBE ITS TIME TO THROWOUT YOUR PBXEven if telephony scares you, its time toget serious about unied communications

STUDY: BIAS, RIVALRIES CANTHREATEN UC DEPLOYMENTSContention and biases among technologyand business factions can derail the deploy-ment of unied communications systems,according to a Forrester Research study.

TEACHABLE MOMENTS WITH

UNIFIED COMMUNICATIONSThe education sector continues to facebudget uncertainty, teacher layoffs andcuts in services.

UNIFIED COMMUNICATIONSCloud computing may be the savior oftrue unied communications

CONVERGENCE AND

VoIP ALERT

OPEN

SOURCES

MAYBE ITS TIME TO

THROW OUT YOUR PBX

BIAS, RIVALRIES CAN THREATEN

UC DEPLOYMENTS

TEACHABLE MOMENTS

WITH UC

UNIFIED

COMMUNICATIONS1 OF 21

UNIFIED

COMMUNICATIONSAs the technology behind Unied Communications (UC) matures, products and services

are proving essential to keeping employees connected and collaborating. At the same time,these technologies are helping organizations to cut costs by spanning geographical bordersand time zones, while boosting productivity.

Here, IT World along with sister sites Network World, InfoWorld, Computerworld, andCIO examine the relevance of trends such as cloud computing, mobility, and open sourceto UC, and the importance of IT and telephony groups in enterprises working together to

achieve successful UC implementations.
http://htt//www.thawte.comhttp://htt//www.thawte.comhttp://www.itworld.com/http://www.itworld.com/


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AN INTERACTIVE eBOOK UNIFIED COMMUNICATIONS

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2 OF 12CONVERGENCE AND

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UC DEPLOYMENTS

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UNIFIED

COMMUNICATIONS

While weve ocused lately

on product rollouts and trade

shows, Steve and the olks at

Webtorials have been busy

sharing some great material

our readers may fnd useul,

including two vendor-spon-

sored papers. These papers

ocus on some tips rom

Integrated Research, and are

called Managing Multi-Vendor

UC and Collaboration in a Vir-

tual World and rom Verizon

Business and Cisco SIP Trunk-

ing Addressing the Hidden

Costs o Telephony Networks.

Cisco and Verizon Business

have partnered on a white

paper discussing SIP trunk-

ing, beginning with the prem-

ise that some o the hidden

costs o traditional TDM (time

division multiplexing) phone

networks are becoming appar-

ent because these traditional

networks are location-orient-

ed, need physical provisioning,

maintenance, and manage-

ment at the site o the voice

access lines thus making

TDM systems inefcient and

costly. A more efcient solu-

tion in the orm o SIP trunking

takes advantage o IP broad-

band connectivity, combining

multiple voice circuits with

data networks.

According to the paper, a

recent study estimates com-

panies that adopt SIP trunk-

ing can save 26% compared

to what they now pay or

TDM trunks. SIP trunks oer

the advantage o deploying

multiple phone lines as they

are needed, allocating phone

capacity across various loca-

tions. SIP trunking also pro-

vides a platorm and protocol

that can add a variety o

business-enhancing applica-

tions and services to boost

employee efciency. SIP trunk-

ing has become increasingly

important as a natural part

o the evolution o VoIP net-

works. A ree copy o the SIP

Trunking paper is available

at www.webtorials.com/con-

tent/2011/06/hidden-costs-

telephony-networks.html.

Integrated Research has

provided some advice on how

to manage unifed communi-

cations and collaboration in a

virtual world with their latest

paper. They point out that

when hardware is virtualized,

with multiple guests acting as

individual servers, its criti-

cal to know that its up to the

job. When a guest running

a continuity-critical applica-

tion makes a request in real

time it is without regard or

other host activity. Hence both

guests and hosts can come

under perormance pressure.

With this type o environment

problems can exist in any one

o the layers.

The company recommends

that problem detection needs

to be-layer, multi-vendor and

multi-technology since peror-

EXPERT ADVICE

CONVERGENCE AND VoIP ALERTBy Larry Hettick, Network WorldTips on SIP trunking and managing virtual performance
http://htt//www.thawte.comhttp://www.webtorials.com/content/2011/06/hidden-costs-telephony-networks.htmlhttp://www.webtorials.com/content/2011/06/hidden-costs-telephony-networks.htmlhttp://www.webtorials.com/content/2011/06/hidden-costs-telephony-networks.htmlhttp://www.webtorials.com/content/2011/06/hidden-costs-telephony-networks.htmlhttp://www.webtorials.com/content/2011/06/hidden-costs-telephony-networks.htmlhttp://www.webtorials.com/content/2011/06/hidden-costs-telephony-networks.htmlhttp://htt//www.thawte.comhttp://www.itworld.com/


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mance issues can reside in the

physical hardware, the virtual

machines or the applications.

The paper looks at how the

host, guests and applications

perorm metrics. It concludes

that availability, perormance

and quality assurance are as

much key perormance indi-

cators in the cloud as well as

down on the ground ... and as

service level agreements or

cloud computing are service

rather than customer-based,

cloud service providers need

to manage the ability o their

inrastructure to provide the

service their customers are

paying or.

A ree copy o this resource

is available atwww.webtorials.

com/content/eatured/prognosis.

Our thanks to Cisco and

Integrated Research or spon-

soring these educational re-

sources and to Webtorials or

making them available.

Larry Hettick is a principal

analyst at Current Analysis.
http://htt//www.thawte.comhttp://www.webtorials.com/content/featured/prognosis/http://www.webtorials.com/content/featured/prognosis/http://www.webtorials.com/content/featured/prognosis/http://www.webtorials.com/content/featured/prognosis/http://www.webtorials.com/content/featured/prognosis/http://www.itworld.com/http://htt//www.thawte.com


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COMMUNICATIONS

MARKET TREND

The growing demand or mobile

applications is set to challenge

the apprehension that enter-

prise telephony buyers have

toward open source telephony

oerings. As IT departments

strive to meet new mobile ap-

plication requirements, they

will play a role in driving open

source and cloud telephony

adoption within enterprises.

THE IT-VERSUS-

TELEPHONY DIVIDE

IT and telephony departments

are oten separate depart-

ments, i not fedoms, within an

enterprise. This historical sepa-

ration has resulted in markedly

dierent views surrounding

open source usage. I learned o

this reality when my company

(IBM) launched the WebSphere

Application Server Feature Pack

or Communications Enabled

Applications (CEA), and Ive

since seen this reality play out.

Open source telephony so-

lutions are not new. However,

or enterprise telephony buy-

ers, the risk o any downtime

is too great to consider open

source alternatives to Cisco,

Avaya, Siemens, and other

well-established telephony

vendors. You can hardly blame

enterprise telephony buyers:

No one thinks twice about

having to reresh a browser

i a Web application crashes.

But its a dierent story i a

conerence call crashes or a

call between a customer and a

contact center representative

is terminated abruptly.

Still, although you may sym-

pathize with enterprise tele-

phony buyers risk aversion,

their decisions end up restrict-

ing how IT departments can

respond to user demands or

innovative applications around

communications.

NEXT-GENERATION

MOBILE APPLICATIONS

DEMAND COMMUNICA-

TIONS ENABLEMENT

As mobile Web application

usage grows, the frst step or

most businesses will be to de-

liver todays desktop browser

application on a mobile brows-

er. But orward-thinking IT de-

partments and enterprises will

look instead to deliver a class

o applications beyond those

currently available on desktop

browsers. In time, the majority

o enterprises will ollow suit.

These mobile applications

will be communications-

enabled rom the start. Thus,

well see a couple kinds o ap-

plications become the norm:

A mobile CRM application

that lets a sales executive

review a sales lead, and

within the application itsel,

call one o his or her direct

reports, based on presence

availability and personal-

ization inormation, and

jointly browse through the

OPEN SOURCES

Mobile applications lay bare the IT/telephony divide By Savio Rodrigues, InfoWorld
http://htt//www.thawte.comhttp://www.itworld.com/http://htt//www.thawte.com


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sales lead data online while

speaking over the phone.

A mobile retailer applica-

tion that lets buyers co-

shop online using desktop

and/or mobile devices, and

i required, call the toll-ree

number and be routed to

the appropriate contact

center representative,

based on browsing history,

without having to traverse

automated call menus.

The challenge or IT is that

these and similar applications

require IT and telephony groups

to work more closely together.

More important, these applica-

tions will require a degree o te-

lephony exibility that enterprise

telephony buyers arent likely to

be comortable delivering based

on their risk-adverse nature.

So whats an IT department

to do?

OPEN SOURCE AND

CLOUD TELEPHONE

TO THE RESCUE

An interesting solution is being

oered by open source vendor

Twilio Cloud Communications,

which recently announced

OpenVBX, an open source

telephony product in the cloud.

OpenVBX oers virtual telephone

numbers, voice transcription,

voice collaboration among users,

and a drag-and-drop approach

to building call ows and menus.

OpenVBX is oered as a hosted

service so that IT departments

dont have to trouble themselves

with keeping a telephony inra-

structure up and running.

Most important, OpenVBX

can route calls to existing phone

numbers. This means IT can build

innovative new applications that

rely on the enterprises existing

telephony inrastructure without

actually having to involve the

telephony department in the ap-

plication development process.

I am not proposing that IT cir-

cumvent the telephony depart-

ment in the long run. However,

I am suggesting IT departments

consider applying the lessons

o grassroots open source

adoption: Its much easier to

convince decision makers to

use open source when the

organization has already been

using open source.

Nor am I suggesting that

telephony departments migrate

away rom their existing enter-

prise telephony products; that

would be a ools errand. But I

am suggesting that telephony

departments evaluate how open

source and cloud oerings can

augment the existing enterprise

telephony environment to deliver

application innovation.

A mobile communications-

enabled application generating

revenue or the enterprise will

go a long way toward convinc-

ing telephony departments to

augment their telephony inra-

structures with open source and

cloud oerings. As a user, I can

hardly wait.

This column doesnt necessarily

represent IBMs positions,

strategies, or opinions.

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Im a huge an o unifed

messaging, which is built into

Exchange Server 2007 and

2010. This eature takes your

inbox and transorms it so

that it can receive not only

email, but incoming axes

and voicemail. The voicemail

aspect is intriguing; with so

many incredible eatures

especially built into Exchange

2010 and Outlook 2010 its

worth considering, even i it

means purchasing additional

telephony hardware.

However, going to the next

level beyond unifed messag-

ing and into unifed commu-

nications involves deploying

Microsot Communications

Server.

Gurdeep Singh Pall, corpo-

rate vice president o Micro-

sots Unifed Communications

Group, made some predictions

about the uture o communi-

cations sotware: In the next

three years, we predict that

[unifed communications] will

become the norm in business

communications, more than

hal o VoIP calls at work will

include more than just voice,

and your communications cli-

ent will enable [unifed com-

munications] with more than 1

billion people.

Its hard or olks to break

with traditional hardware-

based phone systems that

include desktop phones and

legacy PBXes. Plus, many IT

administrators are leery o

implementing new communi-

cation technologies when they

arent comortable with the te-

lephony side. I always encour-

age Exchange administrators

to seek out their telephony

guru or team o gurus beore

implementing unifed messag-

ing, and the same holds true

or Ofce Communications

Server. Still, I believe we need

to move orward on these

new communication tools and

drop the past. I agree with

Gurdeep, who says many

o todays PBXes belong in

a museum; they are already

artiacts o the past.

When you think about the

purpose o Communications

Server (and Microsot Com-

municator, or that matter),

perhaps you are stuck in the

past a b it. You see, Exchange

2000 included an instant mes-

saging app that was dropped

in 2003 and moved into a

separate product called Live

Communications Server. Thus,

ENTERPRISE WINDOWS: MAYBE ITS TIME TO THROW OUT YOUR PBX

Even if telephonyscares you,its time toget seriousabout uniedcommunications

EXPERT ADVICE

By J. Peter Bruzzese,InfoWorld

AN INTERACTIVE BOOK UNIFIED COMMUNICATIONS


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you might think o Commu-

nicator and Communications

Server as an IM-only tool with

presence unctionality. You

might even regard it as an in-

house Skype solution. How-

ever, its eature set is evolv-

ing to include ull enterprise

telephony.

Communicator is a sot

phone thats becoming sleek-

er with each release, but it

isnt the only way to work with

Communications Server. There

are a ton o great IP-based

phones that bring you into the

21st century.

Presence awareness is

a big topic with IM-oriented

products. Being able to locate

a colleague and see her avail-

ability status is an important

part o collaboration. To sup-

port that, the new eatures

in Communications Server

include a new skill search

where you can fnd colleagues

based on a certain level o

expertise. There is also a new

location-awareness eature

where a users whereabouts

can be automatically detected

rom the subnet to which the

user is connected or rom the

nearest wireless access point.

(Users can establish custom-

ized locations and control

the publishing o this inorma-

tion, so there is a modicum

o privacy.)

Gurdeep predicts the rise

o more connected commu-

nications, saying that in three

years, 75 percent o new busi-

ness applications will include

natively embedded commu-

nications. Obviously, decision

makers and IT personnel need

to keep that in mind. Three

years ago, Microsot shared its

vision or the uture o busi-

ness communications with

desire to establish a unifed-

communication-, sotware-

centric solution. Given how

that uture is shaping up, I

have no doubt that Gurdeeps

prediction will come true.

What do you think? Are you

ready to donate your PBX to

a local museum? Or do you

believe that too much con-

nectivity will hurt, rather than

enhance, collaboration within

your environment?

In three years, 75 percent o new business applications will

include natively embedded communications.

Gurdeep Singh Pall, vice president Unifed Communications Group, Microsot

WHAT THE

FUTURE HOLDS



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COMMUNICATIONS

Contention and biases among

technology and business ac-

tions can derail the deploy-

ment o unifed communica-

tions (UC) systems that are

efcient, cost-eective and

simple enough to use so they

actually get adopted by end

users, according to a Forrester

Research study.

The report even identifes

the vendors that six actions

within corporations might

avor based on their job tasks

and past experience, accord-

ing to The Unifed Communi-

cations Civil War, by Forrester

analyst Art Schoeller.

Many businesses ragment

the decision making or the

components that make up UC

voice, video, conerencing,

messaging, email and so

wind up with less than optimal

systems, Schoeller says. This

has resulted in an installed

base o best-o-breed solu-

tions, with each deployment

having unique sets o inef-

ciencies, he says in the report.

He describes six actions

that enter into UC decisions

and names their vendor bias-

es, with Cisco beneftting rom

bias in three o the six areas:

Telecom workers: Avaya,

Alcaltel-Lucent, Cisco,

other IP PBX vendors.

Data networking teams:

Cisco.

Facilities managers (or

outftting teleconerence

rooms): Polycom, Cisco

(Tandberg).

Collaboration proession-

als: IBM, Microsot.

End users employing

consumer conerencing:

Skype, GoToMeeting.

To get around this problem,

he recommends an overarch-

ing team that sets a unifed

roadmap or the project and

that includes representatives

o business units. Schoeller

outlines a seven-step checklist

or successully carrying out

a UC project:

Assign a diverse UC proj-

ect team.

Inventory current UC assets.

Assess relevant in-house

skills.

Develop a comprehensive

management plan including

personnel and platorms.

Create templates o what

UC eatures are needed by

defned categories o users.

Draw up a three- to fve-

year roadmap that will

streamline critical integra-

tion points and reduce SIP

session managers.

Enlist UC champions to

identiy and herald UC suc-

cesses.

STUDY: BIAS, RIVALRIES CAN THREATEN UC DEPLOYMENTSMARKET STUDY

Contention and biases among technology and business factions can derail the deploymentof unied communications systems, according to a study. By Tim Greene, Network World



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In the current economic

climate, the education sector

continues to ace budget un-

certainty, teacher layos and

cuts in services.

In my home state, Caliornia,

the situation is quite dire. School

administrators ace unprec-

edented pressures to increase

efciency, cut costs, yet still

deliver educational services that

prepare the next generation or

the modern, global workplace.

To meet the challenges o

our changing world and to

ensure the successul deliv-

ery o a modern curriculum

across an institution, teachers

and sta must be able to col-

laborate eectively with peers,

students, and parents.

The methods or collecting

and distributing inormation

have changed dramatically

since I was in school. For in-

stance, alerts and updates to

schedules or curricula can be

quickly disseminated across

entire communities on mobile

devices; classes can be taught

remotely as extension programs

in strip malls; and virtual cours-

es now exist using online and

Web conerencing technology.

Unifed communications not

only supports all these chang-

es, but drive their success,

helping schools improve ser-

vices across remote locations,

reduce costs through cheaper

calls and become more ef-

cient by streamlining outreach.

They also oster an edu-

cational environment where

students can explore the use

o modern technology tools

to interact with teachers and

sta: instantly turn a study

call into a document sharing

session or instance, or use

sel-service eatures to quickly

apply or tuition assistance.

Furthermore, innovations

in the classroom lead to in-

novations in the outside world.

Students who know how to col-

laborate and communicate e-

ectively are better positioned to

be productive in the workplace.

In addition to budget cuts,

however, schools ace a num-

ber o challenges in adopting

new IP-based communications.

Deploying and managing

unifed communications in

education institutions has to

be easy. Many schools lack

the resources required to

manage complex IT systems,

and need technology that will

easily integrate with what they

already have simply because

they dont have the budget

or a costly rip and replace.

Schools should not be spend-

ing more to empower and

manage communications than

they spend on empowering

and managing our kids.

Unifed communications also

must be intuitive or teachers,

sta, students and even par-

ents to understand and use.

When I was in school, leaving

a note or hanging around a

TEACHABLE MOMENTS WITH UNIFIED COMMUNICATIONSINDUSTRY PERSPECTIVE

The education sector continues to face budget uncertainty, teacher layoffs and cuts in services. By Dale Tonogai, Computerworld



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crowded corridor were the only

ways o talking to a teacher

outside the classroom.

Modern, IP-based systems

mean that teachers can have

voicemail and even have it

linked to their email. Few

teachers will set up this useul

eature, however, i they have

spend hours pouring over a

massive manual.

Unifed communications also

oers many important efcien-

cy benefts to school adminis-

tration processes.

Sophisticated contact center

capabilities can help increase

efciency with separate menus

that route calls appropriately,

and optimize call queues. For

impacted colleges this can

mean more students enrolled

aster, and ree up time spent

on the telephone.

Campus saety can also be

greatly enhanced with so-

phisticated applications or

emergency notifcation and

preparedness, directing frst re-

sponders to the exact scene o

an event, and notiying multiple

personnel at once.

As communication channels

continue to merge with media

channels, and tools such as

video, instant messaging and

Web conerencing bring impor-

tant learning opportunities into

the classroom, schools need

exible and aordable UC solu-

tions that give them, and our

children, a powerul connec-

tion to the uture.

Unifed communications is not

a panacea or the budget woes

aced by many educational insti-

tutes today, but it can help.

Dale Tonogai is VP of Engineer-

ing at ShoreTel.

As communication channels continue to merge with media channels,

schools need fexible and aordable UC solutions that give them, and

our children, a powerul connection to the uture.

UNIFYING THE FUTURE

AND THE NOW



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While telephony is, o course,

a core component o any busi-

ness communications system,

one o the biggest drivers or

unifed communications (UC)

adoption to date has been

the promise o high resolution

video communications. With

high defnition video play-

ing an increasingly important

role in corporate UC projects,

the issue o network capacity

takes centre stage.

There are more than 2 mil-

lion Aussies with less than a

2Mbps broadband connection;

those users rankly cant join a

high defnition video call, says

Microsot Australia Lync mar-

keting manager, Jaron Cohen.

UC is quite mature. At the

moment it is waiting or the

network.

Graham Williams, CEO

o Australian Cisco partner

and UC specialists, iVision,

eels that Australias National

Broadband Network (NBN) will

act as a catalyst or greater UC

deployment in Australia.

The NBN is helping to

create certainty around UC

deployments in Australia, he

says. Higher bandwidth avail-

ability, reach and better pric-

ing is going to make the [UC]

market more competitive.

iVision recently completed

a detailed survey o its exist-

ing clients experiences and

uture plans around UC, re-

porting that most had realized

tangible benefts and were

thereore keen to make urther

investments in the technology,

especially around video con-

erencing.

Cisco predicts that by 2014,

some 90 percent o all net-

work trafc will be video.

According to Cisco chie

technology ofcer or Australia

and New Zealand, Kevin Bloch,

organizations will need more

than just bandwidth to man-

age the transition.

To support 1080p video on

the y you need decent sot-

ware as well as hardware, he

says, stressing that organiza-

tions will need a richness o

intelligence to handle high

resolution video content.

In the early days o UC de-

ployment it was accepted that

key to a successul solution

were detailed session initiated

protocol (SIP) libraries in order

or people to be tracked and

contacted over the network.

However, in another, al-

beit subtle, example o how

the cloud is inuencing UC,

this unction is increasingly

expected to be provided by

social networking sites such

as LinkedIn and Facebook.

Over the next ew years, UC

solutions will inevitably be-

come increasingly commod-

itized, predicts Gartner Aus-

tralia research vice-president,

Geo Johnson.

Most big companies are

scared because theyve spent

UNIFIED COMMUNICATIONSMARKET TREND

Cloud computing may be the savior of true unied communications By David Binning, CIO



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capex, and heres the big

names oering to do this as

opex or cheap, he says.

Fonality Australia managing

director Marc Englaro agrees,

noting that many organizations

are now beginning to view

instant messaging (IM), o the

kind which is reely available

via services such as Yahoo!,

Windows Live, Google Talk and

Skype, as a core component o

their overall UC strategy.

We are starting to see the

value o IM in the corporate en-

vironment, whereby the tech-

nology is actually endorsed,

rather than merely tolerated,

he says, adding that IM and

presence in particular are

emerging as two o the most

salient parts o UC.

And the harsh reality or or-

ganizations that have invested

heavily in upgrading their PBX

and other communication sys-

tems, is that this stu is virtu-

ally ree.

The piece o plastic on your

desktop will probably one day

go away altogether, Englaro

predicts. Its certainly the

iVision chie executive ofcer,

Graham Williams direction we

see things going.

We are starting to see the value o IM in the corporate environment, where-

by the technology is actually endorsed, rather than merely tolerated.

Marc Englaro, managing director, Fonality Australia

TEXTING BY

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