sip for the enterprise

[email protected]*

International SIP ’03 Conference, Jan. 17, 2003

SIP for the EnterpriseSIP for the Enterprise

* The opinions presented here may or may not be those of my company

http://www.sipforum.com/

1/17/2003 SIP for the Enterprise 2

SIP for the Enterprise: OverviewSIP for the Enterprise: Overview

Global communicationsLower cost – new servicesIncreased productivity

Mobility Collaboration

IT integration with communications

Placement of servicesDead endsConclusions



Global communicationsGlobal communicationsLower cost – new servicesIncreased productivity





Global: The Choices Using SIPGlobal: The Choices Using SIPPSTN Switch

PSTN GWY

WorldComDeltathree

Denwa

Teliaother… Pingtel

Snom AG HotSIP

Service Providers Vendor solutions without public PSTN GWYs

Many other SIP phones…

Also: w. 802.11b coming

Any to any using the Internet

IPTel

802.11

3GPP23GPP


Communications Service ProvidersCommunications Service Providers

Internet access IP VPN Gateway service to the PSTN

Local, can be virtual (Telco emergency, free-phone, directory) Global

Hosted communication services “Centrex-like” voice Beyond-voice communications: Presence, IM, video, Collaboration Mobility ENUM …other…

Edge services NAT/FW & traversal QoS SLA monitoring Header compression



Global communicationsLower cost – new servicesLower cost – new servicesIncreased productivity





Telephony-style PBX/Centrex SIP FeaturesTelephony-style PBX/Centrex SIP Features

• Call hold

• (Un)Attended call transfer

• Call

forwarding/unconditional

• Call forwarding/no answer

• Single line extension

• Call pickup

• Outgoing call screening

• Music on hold

• Consultation hold

• Attended transfer

• Busy call

forwarding

• 3-way call

• Find-me

• Call parkRef: <draft-ietf-sipping-service-examples-02.txt>


SIP changes the assumptions about Cl.5 & SIP changes the assumptions about Cl.5 & PBXsPBXs

• Parallel voice and IM/e-mail communications: Attended transfer and consultation hold may use IM as a parallel communication channel,

• Wireless IP presence and location information,

• Use presence attributes for polite calls,

• Use presence for call-back,

• Use presence to set up ad-hoc conferences,

• Use PC with GUIs and 3pcc to invoke all features,

• Attendant work station becomes SIP telephony device,

• Voice mail becomes a component of unified messaging,

• Include cordless/mobile phones and devices,

• Extend enterprise communications with SIP mobility,

• Integrate video and data collaboration.

• New/changing communications and media for the enterprise makes PBX/Centrex just as starter service.


Example of Unified MessagingExample of Unified Messaging

1 PSTN or mobile call

VoIP Gateway SIP

Server2

3 Call is forked to phone and to UM server

5 Message store takes call after 10s

Web retrieval and Web retrieval and playback using RTSPplayback using RTSP

Message Message retrieval retrieval by voiceby voice

4 Called party does not answer

Unified Message Store

UM Server

3

3

SIP NOTIFYSIP NOTIFYMSG WaitingMSG Waiting

Caller is leaving a Caller is leaving a voice messagevoice message

Legend:Deposit voice mailRetrieve voice mail via PSTN or e-mail/web

e-mail notificatione-mail notification


Unified Messaging Handling ExampleUnified Messaging Handling Example

Voice mail, e-mail and fax in Windows Outlook

Ref: http://www.inin.com/Products/CIC/features.asp

Courtesy:


Agent SoftphoneAgent Softphone

Windows file paradigm GUI

Windows for queued calls, PBX functions and agents with availability

Ref: http://www.inin.com/Products/CIC/features.aspCourtesy:



Global communicationsLower cost – new servicesIncreased productivityIncreased productivity

MobilityMobility Collaboration




Enterprise User Scenario Example: Four Basic Enterprise User Scenario Example: Four Basic ProfilesProfiles

Home Campus MeetingAwayOffice

Sally,Medical DeviceSales Manager

Network

Activities/Applications

Devices

DSL/Cable Modem

PDA, Mobile Phone PDA, Mobile Phone, SIP phone

LAN CDMA, GPRS, WLAN Hotspot

WLAN, CDMA, GPRS

Final touches to Powerpoint presentation, conference call with System Engineer

Accessing contract on Exchange Server. Check inventory on ERP

Notebook PC, SIP Phone

Notebook PC, phone/mobile

Planning next day’s activities with CRM; email; calls

Responding to voicemail, checking email in parking lot

Average increase in productivity is 22%*Average increase in productivity is 22%*

*Ref: NOP World Wireless LAN Benefits Study, Fall 2001

Courtesy Coldwater Networks


Roaming ScenarioRoaming Scenario

3G Wireless Coverage

Home WLAN

Restaurant WLAN

Office LAN Hotel WLAN/LAN

Airport WLAN

Multi-mode Radio CardMulti-mode Radio Card

LAN, WLAN hot spots and 3G wireless mobilityLAN, WLAN hot spots and 3G wireless mobility

Walled GardenWalled Garden Open InternetOpen Internet


Value: Mobility Across All NetworksValue: Mobility Across All Networks

Internet

SIP MobilitySIP Mobility

Wireless LAN

CPE

Wireless

Network GWYs

Voice GWY

Wireless Networks PSTN

SIM SIP chip for GSM phones

PresenceLocationSMS-IMVoice

WAM

AAAAAA


SIP Application Level Mobility SIP Application Level Mobility Personal MobilityPersonal Mobility

User is reachable under the same identifier on several networks, at several terminals, possibly at the same time.

Service MobilityService MobilityAbility to obtain the same services while roaming: Services,

personalized GUI, directory, ‘dial plan’ – “don’t leave home without it”.

Terminal MobilityTerminal MobilityReachable by the same application layer specific URL, using

dynamic acquired IP addresses.

Pre-call, mid-call, recovery from disconnect. Ref: http://www.cs.columbia.edu/~hgs/sip/drafts_mobility.html


[email protected]

[email protected]

[email protected]

[email protected]

tel:[email protected]



Reach Alan

sip.wcom.com

Personal MobilityPersonal Mobility

yahoo.com


Compaq HP Casio

Toshiba Siemens

Dell Mexmal

ASUS Toshiba

NEC

HP

Toshiba

http://www.microsoft.com/mobile/pocketpc/learnmore/hardware/americas.asp *

Microsoft Portrait

SIP for 2.5-3G & 802.11.x wireless is quite promisingSIP for 2.5-3G & 802.11.x wireless is quite promising

* Sampled from

two dozen products



Global communicationsLower cost - new servicesIncreased productivityIncreased productivity

Mobility CollaborationCollaboration




Leverage All Capabilities in Windows MessengerLeverage All Capabilities in Windows Messenger

1. POTS Connectivity• PC to phone

2. IP Communications• Presence• Text messaging (IM)• Voice, telephony• Video

3. Data Collaboration• Whiteboard• Application sharing• FTP

Microsoft Messenger based on SIP

Laptop and desktop become full communication enabledLaptop and desktop become full communication enabled

Mobility with SIP for mobile devices!Mobility with SIP for mobile devices!

Commworks SIP Network Gateway



Global communicationsLower cost - new servicesIncreased productivity


IT integration with IT integration with communicationscommunications


Only the conventional apps shown here


CRM SIP FunctionsCRM SIP Functions

Private Branch Exchange (PBX) Automatic Call Distribution (ACD) Interactive Voice Response (IVR) Unified Messaging Web Interaction Management E-mail Management Software Phone Remote Connectivity Multi-Site Capabilities Real-Time Supervision and Alerting Reporting Call Recording and Monitoring Fax Services Text-to-Speech and Speech Recognition Database Connectivity Mainframe Connectivity Voice Over IP (VoIP) Customization Predictive Dialing Agent-Side Visual Call Scripting

Ref: http://www.inin.com/Products/CIC/features.asp

All CRM functions can be implemented as SIP network based software.

Eliminate discrete circuit switched boxes:

• PBX

• ACD

• IVR






Placement of servicesPlacement of servicesDead endsConclusions


Placement of SIP ServicesPlacement of SIP Services

Depends on size of enterprise

Smallest size Largest size

All services can be hosted

Many services can be hosted

Some services can be hosted

All services shown on slide 5

Gateway serviceGlobal communicationsENUMCollaborationMobility






Placement of servicesDead endsDead endsConclusions


Are softswitches and IP PBXs alternatives to Are softswitches and IP PBXs alternatives to SIP?SIP?

The proprietary IP PBX and softswitch are Internet unaware:

• Telephony-voice centric: PSTN & PBX emulations

• Services are unavailable outside of enterprise/ISP limits

• Central control

• Proprietary closed systems

• Ownership risk: There is no 2nd source for

• phones

• servers

• Ownership cost: High for maintenance & custom development

• No standard presence

• No standard mobility

No integration with the web: Info, application, transactions

Single advantage: Turnkey systems

Traditionally designed to be not interoperable(some rare recent exceptions)


The Fallacy of Phone-Phone LD Bypass and Cl.5 EmulationThe Fallacy of Phone-Phone LD Bypass and Cl.5 Emulation

PSTN circuit switching:

Quality is OK

Lower cost per port

Countless features, Centrex

Works reliably

Global PSTN

Standards

IN un-bundles services & switch

The “softswitch” and IP PBX are a step backward from PSTN, while lacking:

New services (Long list for SIP)

Data

Integration of voice and data

Screen capture as of 9/14/02 – other telephone switches found as well


Strange Things HappenStrange Things Happen

Strangely enough, avoiding the true shift to IP by emulating the circuit switch and its central control over IP is popular with many telephone network operators and they seem willing to spend significant investments in this area.

In a similar manner, IT managers still seem to be willing to buy proprietary IP voice systems, without worrying about the cost and limitations further down the road.


The IM Tower of BabelThe IM Tower of Babel

The large IM providers: MSN, AOL, Yahoo

2nd Tier: Jabber, other, everyone exercising XML or Java

Messaging software vendors: 36 listed on one site alone

Specialized: Customer Service IM, 3D, video, avatars

Host your own IM with Web hosting

Wireless/Mobile Services: Various IM systems

SMS: High price for micro data usage shows user interest

Wireless/Mobile Vendors: Wireless Village

The absurd path backwards of incompatible IM systems:The absurd path backwards of incompatible IM systems:

The more incompatible IMs there are, the less value each has

This is worse the pre-Internet mail systems used to be


IM Security RisksIM Security Risks

Many executives and employees still use public unsecured IMIM logs can be a corporate hornet nestEavesdropping, physical tracking

Virus distributionMany IM cannot be scanned for virusesUndermines browser securityDownload prompts:

Agents for DDOS, Trojan horse, backdoor programs exercise remote control expose confidential data install other malicious software change files, delete files


Requirements for Presence and IMRequirements for Presence and IM

Short List: Global-Internet wide standards based Presence as generic event for all applications Same communication stack for all applications Same global routing infrastructure Same data sets and databases Same Servers Same UAs as for other media Same authentication, message integrity and privacy E2E, replay, DOS and other protections

Model and requirements: RFC 2778, RFC 2779


IETF SIMPLE WG I-DsIETF SIMPLE WG I-Ds

Session Initiation Protocol (SIP) Extensions for Presence

An Extensible Markup Language (XML) Based Format for Watcher Information

A Session Initiation Protocol (SIP)Event Template-Package for Watcher

Information

CPIM Mapping of SIMPLE Presence and Instant Messaging

A SIP Event Package for List Presence

http://www.ietf.org/html.charters/simple-charter.html






Placement of servicesDead endsConclusionsConclusions


Conclusion: The Value of SIP IP Communication Conclusion: The Value of SIP IP Communication ServicesServices

Higher service resilience than PSTN - proven Better voice quality than PSTN* Multimedia: Text, voice, video, data Mobility for all communication services Presence based services Integration of voice mail, e-mail, IM, SMS Multiple conferencing models and media Call routing heaven + ENUM Secure communications User preferences and control for all of the above Integration with the Web:

Communication, information, productivity apps, entertainment, transactions Gateways to PSTN, mobile telephony, paging networks, ISDN, H.323, etc. 100% open standards based, multi-vendor interoperable Service development is easy and fast Bottom line: Lowest overall cost

* Ultimate 4-wire, no distortion, no noise, no echo-tail, no freq dist, close to 4/8 kHz bandwidth vs.3.1KHz PSTN* Ultimate 4-wire, no distortion, no noise, no echo-tail, no freq dist, close to 4/8 kHz bandwidth vs.3.1KHz PSTN

sip for the enterprise

Documents

sip phonesalso

sip mobility

international sip

use presence attributes

voice messagelegend

pbxsparallel voice

enterprise communications

imemail communications