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Voice: The network ‘killer app’?
UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 2
Chris Malone, Director of TelecommunicationsUniversity of North Carolina at [email protected]
Chuck Curry, Associate Vice Chancellor, Technology Planning
University of North Carolina at [email protected]
Converged Campus Voice Services
(Not just dial tone)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 3
Agenda Definitions Voice at UNCG Voice applications (features) Voice as a network application The coming convergence Panel discussion
Converged Campus Voice Services
(Not just dial tone)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 4
Definitions
Converged Campus Voice Services
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 5
Definitions
The art and science of “communicating” over a distance by telephone, telegraph and radio. The transmission, reception and switching of signals, such as electrical or optical, by wire, fiber, or electromagnetic (i.e., through-the-air) means.
Newton’s Telecom Dictionary
Telecommunications –
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 6
Definitions
1. A measure of the clarity of a color monitor. A measure of how closely the red, green and blue guns in a monitor track each other when drawing color image. The other measures are focus and dot pitch.
Newton’s Telecom Dictionary
Convergence
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 7
Definitions
“Conventional wisdom holds that convergence – the gradual blurring of telecommunications, computers and
the Internet – is primarily about technology and the inevitable clash of voice and data networks. But that
narrow viewpoint misses the bigger picture … Convergence is about the way we work – even behave.
Our public voice network will become the public multimedia network … with such a robust and ubiquitous network … we will always be on line. And that will let us
develop applications we can’t even dream of today.” 1998 - Richard Notebaert, CEO, Ameritech
‘Converged’ Telecommunications
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 8
Voice 101: Voice Call Characteristics
Two Way, Full Duplex(simultaneous – send and receive)
Time sensitive, i.e., no latency (voice engineered to < 400ms round trip)
Symmetric (TDM, send/receive at the same speed)
Relatively low bandwidth requirements(G711 @ 64Kbps is toll quality voice)
Reliable Secure
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 9
Voice at UNCG
Converged Campus Voice Services
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 10
UNCG Telecommunications (Telephone Services)
“Serving the Campus Community, one call at a time.” Eleven employees (local staff) who provide voice services and
products to over 2500 faculty/staff employees and 4000 resident students located in 70+ buildings across the UNCG campus.
Receives no direct state operating funds (auxiliary). Services include; operator services, voice services help desk
(trouble calls), detailed service billing, support and maintenance of voice services and hardware (phone moves/add/changes, voice/data wiring, voice mail administration, training, ACD systems) as well as voice system design and project management to support new construction and renovations.
UNCG does not own a private phone system (PBX). The University purchases Centrex local and AT&T long distance services through the Information Technology Services (ITS) state master contract.
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BellSouth
Central Campus (Spring Garden)
Jan 2004 - UNCG Campus Core Telecommunications Network (Centrex - Physical Connections)
Becher-Weaver(Oakland Ave)
Warehouse-TSV (Oakland Ave)
Eugene StCO (DMS100)
Ashland StCO (DMS100)
315-xxxx315-xxxx256-xxxx (OPX-mileage)334-xxxx (OPX-mileage)
5300 lines
~70 buildings
334-xxxx256-xxxx
30 l
ine
s
100
lines
Mossman BldgAvaya (Octel)
Voicemail
State Agencies
NC A&T University
60 li
nes
VM
6 lin
es V
M(m
ileag
e)SMDI Circuit
# of lines?
# of l
ines
?
6 lines VM (mileage)
SM
DI C
ircuit
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 12
Voice at UNCG (by the numbers)5778 - Total UNCG voice lines, broken down as follows
…
3255 - Individual Faculty/Staff lines - Included in this total are:
1492 - Analog lines1611 - Digital lines (p-Phone)10 - ACD groups with 100 ACD agent positions
270 - Departmental lines (main numbers) 240 - Fire/Security/Elevator/Emergency/Courtesy
lines 168 - Fax lines 152 - MADN (Multiple Appearance Directory
Numbers)22 - Toll Free Numbers
2523 - Individual Student lines (analog)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 13
Voice applications (features)
Converged Campus Voice Services
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 14
Basic voice features
Voice Applications (features)
Hold Transfer Conference ** Forward ** Caller ID Redial Message Waiting
Speed Dial
Music On Hold Autodial** - multiple options
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 15
Other common voice features
Voice Applications (features)
Intercom/Paging Multiple Appearances**
Call Pickup** Call Waiting Hunt groups** Call Block Distinctive Ringing**
Call Park
** - multiple options
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 16
When someone dials 911 from a campus phone, what is
transmitted to the Public Safety Answering Point (PSAP)?
Campus Emergency Calls (911)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 17
Traditional voice vendors have hundreds of features. For example, Avaya lists: 30+ Basic Call features 40+ Attendant (Operator) features 70+ ACD/CTI features 20+ PSTN Trunking features
Voice Applications (features)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 18
Centrex has hundreds of USOC’s (Universal Service Ordering Codes) for features
UNCG uses over 150 voice feature/equipment billing codes
Voice Applications (features)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 19
Voice as a network application
Converged Campus Voice Services
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 20
Voice and data fit together?
BurstyBursty GreedyGreedy Drop InsensitiveDrop Insensitive Delay InsensitiveDelay Insensitive TCP RetransmitsTCP Retransmits
Smooth Benign Drop Sensitive Delay Sensitive UDP Best Effort
vs.
DataData VoiceVoice
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 21
Switch modernization and Power
Quality of Service (QoS) Failover/Redundancy Reliability/Security
Voice as a Network Application
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 22
How many Ethernet switches do you have? What version IOS? Will they all be powered?
(future PoE uses?)
Cost/size of UPS – Generators? Power/HVAC in telecom rooms? How long to keep phones up?
Switch modernization and Power
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 23
What is QoS?The ability of networks to guarantee and maintain certain performance levels for each application according to the needs of each user.
Quality of Service
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 24
QoS-Elements That Affect End-to-End Delay
Campus Branch Office
CallManagerCluster
SRSTrouter
IP WAN
PSTN
25 ms25 ms
CODECCODEC
VariableVariable
QueuingQueuing
VariableVariable
SerializationSerialization
VariableVariable
PropagationPropagation& Network& Network
20-50 ms20-50 ms
Jitter BufferJitter Buffer
End-to-End Delay (Must be < 150-200 ms)End-to-End Delay (Must be < 150-200 ms)
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 28
Building a Campus NetworkMulti-layer Network Design
Call manager server farmCall manager server farm
DistributionLayer 3
DistributionLayer 3
CoreLayer 3
CoreLayer 3
AccessLayer 2AccessLayer 2
DistributionLayer 3
DistributionLayer 3
AccessLayer 2AccessLayer 2
= L3 Links= L2 Links
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 30
Reliability/Security
Layer redundancy
Testing and monitoring
Encrypted voice and call control streams
Vulnerabilities of the voice/network devices
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 31
Convergence …coming to a campus near you…
(eventually).
Converged Campus Voice Services
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 32
Convergence – Driving Factors
Single network infrastructure Simplified move/add/change Multimedia applications
“Call Me” links Point and click dialing Presence Unified Messaging Voice/video conference
Telework/Telecommuting
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 33
Ebay buys Skype for $2.6B Vonage – one million lines and
growing AOL announces VoIP service Google announces VoIP plan Microsoft acquires Teleo WiFi/Cellular convergence
Convergence … all aboard!
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 34
“Cisco has sold four million IP phones and the installed base of enterprise phones in the world is approximately 400 million”
Mark Lambert, Cisco Product Marketing Director
“[Traditional voice] is like electricity, I already have electricity. It works. Why would I buy this new electricity?”
Chris Malone, 10/3/05 Voice Report
Whoa! Slow down there, buddy!
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 35
Convergence …coming to a campus near you…
(eventually).
Converged Campus Voice Services
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UNC Cause 2005 Annual Conference
Wilmington, NC – November 8-10, 2005 36
Converged Campus Voice Services
Panel Discussion Rob Hudson, Director, Network Services
East Carolina [email protected]
Tom Lamb, Director of IT InfrastructureUniversity of North Carolina at [email protected]
Greg Sparks, Director of Communication TechnologiesNorth Carolina State [email protected]