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8/8/2019 UComm White Paper
1/22
Unifd Communication: The evolution o dynamic collaboration |
www.inThe birth o the enterprise network
as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
ABSTRACT
Unifd Communication rrs to a vry simpl idal, ncapsulatd in th ollowing dfnition:
Intgration o ral-tim communication srvics such as instant mssaging, prsnc,
tlphony (all orms), vido conrncing, call control and spch rcognition with non ral
tim communication srvics such as unifd mssaging, (mail, voicmail, SMS tc).
Unifd Communication is not a nw concpt; it was frst mootd in 996 whn th frst
Intrnt Phons (iphon no lss) and IP-TDM mdia gatways startd to appar.
Th common nablr or all o unifd communications was th dvlopmnt o IP-basd
signalling protocols; initially H.323 and thn standardisation ollowd around SIP
(Sssion Initiation Protocol). Th ky bnft whn using IP ovr TDM is sparation o th
mdia (your voic/vido tc) and th signalling. In simpl trms the way you fndth othr
prsons communication dvic can b sparatd rom how you send th contnt o your
call; this maks th ability or dirnt dvics to talk togthr a managabl problm.
Th sparation o srvic and transport is th undrlying principl o all Nxt Gnration
Tlcoms and th cornr ston o Introuts Unifd ICT stratgy. Unifd Communication
crats a world whr communication dvics o any tchnology can communicat dirctly
with ach othr, thrby uniying your world o communications. Th sparation gos
urthr as it mans that YOU ar th prson bing calld, not th dvic you rnt, this
ctivly ovrturns 00 yars o tradition whr th dvic (and its associatd numbr)
is actually what gts calld, not you th subscribr. You just happn to hav it in your
pockt or on your dsk. With Unifd Communication it is th subscribr (th individual)
who is calld and thir prrrd, dault or only mthod o ral-tim communication gts
th call, much th sam as it is with wbmail. Just as with mail, it is th addrss/numbr
itsl that acilitats th abstraction layr btwn usr and dvic.
Th broad bnfts o Unifd Communication ar obvious complt usr mobility,optimal (low cost, high quality, or indd th rvrs) call routing, rationalisation o
tchnology, a mor dynamic communication nvironmnt tc. Ralising it, howvr;
or many corporat IT and Communication Managrs, is, atr 5 yars o itration,
maturity and rfnmnt o standards, still as illusiv as vr.
Unifd Communication:The evolution o dynamic collaboration
8/8/2019 UComm White Paper
2/22
Unifd Communication: The evolution o dynamic collaboration |2
www.inThe birth o the enterprise network
as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
In recent times the spectre o Unied
Communication has been most realised in
the consumer space; this has lead to three
quarters o UK workers wanting to combineemail, voice, video and instant messaging
(according to research company Redshit),
73% said it would make the workplace more
ecient and crucially expand the work
environment, enabling them to work outside
the traditional work place. This is coupled
with a steady increase in the number o
laptops connected to mobile data networks:
rom 26M in 2008 to a orecast 36M in 2009.
The trend and the demand are or more andmore integration, simpliying and uniying
communication.
This whitepaper outlines the challenges,
solutions and most importantly the method
by which an IT manager can get on the
road to the communication nirvana, while
still maintaining service and expanding
the communication capabilities o their
organisation in a risk-ree manner. In doing
so they will cast o the shackles o yearsand years o restrictive practice.
It also introduces Interoute One, which is
Interoutes unied communication platorm.
Interoute One can be thought o as the
largest communication cloud service in
Europe delivering over 7Bn minutes a year or
carriers and enterprises alike. Interoute One
rewrites the rule book when it comes to how
communication services should and can be
thought o by eliminating the technologicaland commercial barriers that separate the
worlds o wholesale and retail voice services
Loty Goals and Modst aimsThe desire to evolve communication in
the work place leads to conficting and
sometimes conusing goals. On one side
users want to be able to communicate reely
without constraint, but the IT manager and
probably the CFO want to be able to use
Unied Communication not only to improve
productivity, but directly and positively to
impact cost.
The simple challenge or most IT directors is
where to start? The problem and challenges
aced by the IT manager is three old:
Lack o standards two very dierent
worlds; the world o PBXs and Computing
Regulation what can you do in each o
your oces, whats possible? whats not?
Concerns over technology: VOIP and its
readiness or corporate communications
Standards
The world o corporate telephony has or
years existing in the twilight world o ITU
standards; with copious vendor extensions
(to add decreasingly valuable eatures),
meaning in practical terms that i you want
to realise any level o sophistication and
inter-working in your corporate telephony:
youd better buy rom the same vendor. This
very simple sales approach or PBX vendors
that has served them well over the years.
However; ew enterprises will nd themselves
in a position with a consistent single vendor
environment: acquisitions, changes inmanagement and varying economic cycles all
serve to complicate the lie o an IT manager,
typically leaving them with a mix o vendors.
This reduces most PBXs to simple Private
Branch Exchanges (PBX) distributing DDIs
among a series o extensions.
Source Wikipedia: http://en.wikipedia.org/wiki/Unied_communications
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www.inThe birth o the enterprise network
as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
The lack o network and the cost and
complexity o building a dedicated voice VPN
means most never even realise the ability to
have ree on-net calling amongst oces.
SIP is the IETF standard that underlines
Unied Communication and creates a world
where the call control resides centrally.
It eectively has evolved to translate
traditional TDM protocols, allowing or the
mixing o traditional TDM technologies and
pure SIP-based communication. It allows or
the creation o communication platorms
that are agnostic to the technology o the
communication device, allowing traditionalblack phones to talk to PCs and vice-versa.
Unlike previous standards; SIP is resolutely
open in the grand tradition o TCP/IP, MPLS
and Ethernet. For Unied Communication to
ever work this was, and still is, a prerequisite.
Rgulation
Unied communication is the confuence o
two disparate worlds: the unregulated world
o applications and the Internet, and the
tightly controlled and until recently state
owned world o telephony or PSTN (Public
Switched Telephone Network), or in the
simplest term, phone numbers. For years
this has lead to conusion over when a VoIP
application should be regulated and when
it shouldnt. Unortunately there is no silver
bullet that addresses the issue. Whilst you
can browse the Internet pretty much
anywhere in world (with varying degrees o
constraint), the same theory does not applyto Unied Communication. Email addresses
are the domain o the enterprise but the
phone numbers are owned and regulated by
the local incumbent or second operator. You
can make a VoIP to VoIP call anywhere in the
world (unless they block UDP the requisite
protocol) but can you break out to the PSTN?
Sometimes yes, sometimes no.
The challenge or the IT manager is: how
do I eliminate the geographic constraints
on my organisation and normalise the
communication environment? There are overa billion xed phones and a billion mobile
phones in the world [The Yankee group]
so communication between all orms o
technology is essential i the move to unied
communication is to be eective.
Concrns ovr tchnology VOIP: its
radinss or corporat communications
Since 1994, when the rst Internet phones
emerged, there have been concerns and
comments concerning the quality o VoIP-based communication versus the traditional
Plain Old Telephone System (POTS). The
concern is reerenced in the world o the
Internet and is related to the variability o
quality in the call and the ability to maintain
consistent call quality. 16 years on, and
the world is considerably dierent. Billions
and billions o everyday calls are transiting
IP networks, which are mostly privately
controlled and managed using MPLS. The
largest mobile network in the USA is SIP
based [AT&T] and all the growth in minutes
is on SIP based inrastructure [Interoute].
Uncharacteristically it has been consumers
that have led this development and it is now
time or Corporates to catch up.
The issues with extending this into the
enterprise are oten bound up with the way
in which many o the equipment and service
vendors orientate their solutions. Many
solutions sold to enterprises continue to place
the intelligence outside o the network, i.e.
create more sophisticated PBX inrastructures
at the edge o the network. This approach is
outdated and harks back to the days o closed
networks, where you had little choice but to
place intelligence on the edge o a network.
8/8/2019 UComm White Paper
4/22
Unifd Communication: The evolution o dynamic collaboration |
www.inThe birth o the enterprise network
as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
The rise in scalable and intelligent
MPLS-based cores, most notably recently
with Interoutes development o Unied
Connectivity, create a service environmentwhere enterprises can leverage carrier-grade
networks and sophistication, directly creating
a controlled, intelligent and access-agnostic
platorm or the development o services. Ater
that the only challenge or maintaining quality
or VoIP is exactly the same as or TDM: you
need to have adequate network available to
ensure call quality. The added advantage o
the SIP approach is that i you have existing
TDM services they can be controlled through
your SIP-based inrastructure so preserving
your investment.
How to startThe simple and immediate challenge or
most IT managers is their communications
environment is complex and consists o
isolated pools o vendors and technologies.
The ollowing scenario is typical o most IT
managers challenges. The extent to which
you adopt the solution to its ullest extentis largely a question o taste. Either way
we believe the common actors and the
base solution serve to set all enterprises
up such that they take control o their own
communication strategy and can leverage
innovations as they come along without
major investment. The assumption in this
approach is that the IT manager wants to
minimise the impact to their business,
whilst moving orward he aims to preserve
and utilise existing investments to the ullest
extent. O course i the asset maintenance
is too costly (or example the support costs
on most PBXs e.g. adds, moves and changes
can be hugely expensive) when compared
to the equivalent operation in an Active
Directory, we would always advise
eliminating unnecessary overhead.
Th Goal
Firstly, what ar th goals that typically
motivat an IT managr to considr
Unifd Communication?
Preserve existing PBX investment, but
connect them all together to save money
on inter-oce calls - this could also be
preserved or as long as needed or until
people are comortable with the new
method(s) being introduced
Preserve the companys existing number
range, but allow those numbers to be
directed to other devices
Introduce Unied Communication in the
orm o a product like Microsot Oce
Communicator, add connectivity to the
PSTN, and include video conerencing
Introduce on-demand audio conerencing
reducing the cost o monthly outsourced
bridge services
Be xed mobile convergence (FMC) ready
when the handsets and the technology
mature to ully integrate the mobile and
xed experiences
Be master o my own destiny control
the pace o change and not end up down
any vendor specic technology cul-de-sac
with hety maintenance contracts
Moving way rom the paralysis o: My PBX
estate is mixed vendor. I cannot combine
them, I have no economies in support,
uniying vendors will cost substantial
money and wont radically change the
experience or cost base or my users
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www.inThe birth o the enterprise network
as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
Cost and Productivity
The twin and sometimes contradictory goals
o reduced cost and improved productivity are
the main drivers behind the shit. Normally
the approach would be ocus on one to
sacrice in avour o the other. However; the
situation with Unied Communication has
now matured to a point where the approach
outlined intrinsically reduces cost and creates
an environment or capability expansion and
productivity improvements.
Cost:
Cost o calls - all oce-to-oce calls
are zero-rated regardless o geography
Flexibility in how you route calls and
re-route calls; or example route all calls
to a central call centre whilst providing
local numbers in country
Reduced maintenance costs: the
administration overhead on your Active
Directory when you add communications
to it is marginal and in most cases zero.
So those costly add, moves and changes
or a PBX are completely eliminated. An ITmanager with a PBX could spend 150k
per year on a PBX with 900 extensions
mainly in adds, moves and changes. The
equivalent unied communication number
would be a raction, probably less than
10% [without a reerence this is hearsay].
Productivity:
Common communication in any location
on any device. Your workers armed with
a laptop and mobile phone can take theiroce with them and maintain a consistent
set o communication capabilities. You can
adapt the communication set to meet with
the needs o individuals. This also means
you can oer wider choice o device as the
underlying method becomes the same.
Lower TCO through common
administration o all communication
services. The unication o communication
greatly reduces the administration o yourcommunication capability. Key in this is
the use o enterprise directory services
e.g. Microsot Exchange
Desktop and phone integration converge
directory services between the phones
(mobile and xed) and the desktop
The method by which you developed
your unied communications platorm
allows you to test the environment
with your users without a big IT bang.This means that your requirements
gathering or rolling out new services are
based on experience, not on prediction
or wishing sessions. You can respond to
specic well-articulated requirements.
This is oten reerred to an agile
approach or iterative waterall, either
way it means you track the users with
many subtle innovations.
Migration MthodThere are many suggested approaches to
achieving the goal o unied communications;
ironically most o them are less about
uniying communications than they are
ocused on replacing one method with
another, which is invariably as equally closed
as their present methods.
You will hear rip and replace the PBX, to all
new IP PBX or Skype only; these phrases
generally advocate major upheaval in theenterprise. This is largely because they are more
about preserving the business model o the
advocate than really addressing the problem.
Even the so-called independent consultants
tend to make much o the analysis o needs
when or most the problems are staring them in
the ace. But USE CASE analysis is a nice little
earner even i all you want is cheap phone calls.
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as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
Unortunately or most IT managers, the 24
hour switch is one most loathed as either side
o the event is months o user adoption training
and heartache as careully laid plans are trippedup by the infexibility o traditional telephone
service, incompatibility o vendors etc.
Below is an outline with a ar less dramatic
approach (not as news worthy either) to
moving your communication orward; one
thatcreates an environment where adoption
and choice is manageable and controlled
by the IT manager. The Interoute approach
is about creating the right environment
or migration. It then lays out how to builda common environment that can then be
adapted at will. Crucially in this approach
it leaves open the question o how much
control you want to manage yoursel and
how much you would want to give to a third
party. Interoute has made much o its success
out o adopting adapted outsourcing models,
allowing or change as businesses trust us
more, and decide specic inrastructure is
more or less important to them. This model
is based on the Interoute product Interoute
One which is an access agnostic enterprise
communication services platorm.
(See the appendices)
Th Migration Modl has our stps
to achiving this
Integrate connect your legacy and
new communication devices together
Separate the signalling and the media
Combine the users identities URI
and PSTN/Mobile
Migrate migrate based on user adoption,
avoiding a technology big bang
Intgrat Communication Dvics
The rst step in getting toward a ully unied
communication environment is to connect
all the devices together. The immediateadvantage o this is that PBX-to-PBX calls
are subsequently zero-rated delivering
immediate measurable savings. Practically;
Interoute will on a PBX-by-PBX and trunk-
by-trunk basis, test interoperability, ensuring
consistent signalling and call quality.
Interoute One is an access agnostic platorm
that caters or up to 8 dierent access
scenarios rom traditional E1 (PRI) to or
Microsot Oce Communicator certied SIP
trunks, as illustrated below. The immediate
benet o this is that call routing can be
optimised rom a cost and quality perspective.
8/8/2019 UComm White Paper
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Unifd Communication: The evolution o dynamic collaboration |
www.inThe birth o the enterprise network
as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
Intgrat Inbound Numbrs
The thorniest issue with Unied
Communications is numbers; meaning
inbound geographic numbers. As mentioned
beore there is no silver bullet or this.
No-one oers a simple global solution so
each case tends to require a series o
approaches not just one. For example in some
countries it is not legal to port an inboundnumber, so the operator has to get a new
number, or the incumbent regulator does
not numbers to be owned by anyone other
than the actual customer (rather than a
service provider). Interoute currently oers
inbound numbers in 47 countries and has
porting agreements in many. Our approach
is to take the problem o the IT manager and
solve it in a variety o ways including:
Take over the existing contract and
number range rom the incumbent
supplier initially this may require a CPE
gateway on site to redirect the numbers
to Interoute, with a uture migration on
the network side between Interoute and
the other carrier. Either way the problem
is out o the IT managers hands
Port the numbers Interoute simplyports on the network side. In essence
this means that all calls destined or the
customer are routed through Interoute
as the carrier holding the numbers on
behal o the customer
New numbers i there are new devices
being deployed then Interoute can provide
a new set o inbound numbers
FIGURe Th Introut Onagnostic platorm
8/8/2019 UComm White Paper
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Unifd Communication: The evolution o dynamic collaboration |
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as a dynamic ICT services platorm
Unifd Communication:The evolution o dynamic collaboration
Sparat
The next two steps may seem illogical coming
so soon ater integration but they are crucial
in creating an environment where the IT
manager has control. When we say separate
we mean specically the separation o the
signalling and media. This will typically mean
(within the context o the PBX) removing any
routing intelligence rom the PBX. This does
not mean that the expensive Auto Attendant
you just trained your receptionists on is
redundant, rather it reers to the removal o
the directory control in the PBX so that you
only have one control point or services, notmany. The PBXs are now render relatively
dumb and will simply route calls. In many
cases i there is a mixed vendor PBX estate
its probably all that can be done.
Combin
Having rendered the PBXs dumb you now
need to centralise the intelligence. This is
achieved through your directory services
environment e.g. Active Directory. The
simple goal is one directory service or yourenterprise environment. Given the Active
Directory or your mail and messaging will
be more sophisticated and control proling
etc, it makes most sense to consolidate here
and not preserve two separate services which
makes policy maintenance problematic. In
many cases the Active Directory environment
or most enterprises is already populated with
the various mobile, desk and other phone
numbers. Also, when considering the typical
maintenance cost o an outsourced PBX,it reduces costs considerably to uniy your
subscriber management in this way.
Migrat introducing nw tchnologis
Lets just review what has been created
Common communication network or
all connected enterprise assets, typically
the PBXs. You have connected your
PBXs to a communication network so
the intelligence is now in the network,
meaning local breakout on PBXs is
an unnecessary approach when a simple
sot routing change can achieve the
same optimisation o routing.
Benets:
Free on-net calls
Simplied supply chain management
Reduced maintenance costs instead o
maintaining two directory services and
two sets o technologies you now have
absorbed the maintenance o subscribers
into one directory service
Ability to pick and choose how you add
new technologies and services. The ability
to retire or preserve at will - PBX assets,
or replace with a whole new SIP trunk
inrastructure. The users can be given
everything or selectively one method at a
time etc. Control o this is sot and can be
moved, added and changed at will as part
o normal IT processes.
Migration and introduction o new services
now becomes a series o small incremental
projects. The key aspect o this approach is
that you can go as ast or as slow as you like
you have control. You are not beholden to
an operator to port numbers, or supplier toinstall network etc.
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Unifd Communication:The evolution o dynamic collaboration
Cas Study IntrnationalUnion or th Consrvationo Natur (IUCN)This case study details a recent customer
o Interoute, who approached us with a
challenge: Unied communications or
its entire sta.
What is IUCN?
IUCN, the International Union or
Conservation o Nature, helps the world nd
pragmatic solutions to our most pressing
environment and development challenges.
It supports scientic research, manages
eld projects all over the world and brings
governments, non-government organizations,
United Nations agencies, companies and
local communities together to develop and
implement policy, laws and best practice.
IUCN is the worlds oldest and largest global
environmental network - a democratic
membership union with more than 1,000
government and NGO member organizations,
and almost 11,000 volunteer scientists in
more than 160 countries.
IUCNs work is supported by more than 1,000
proessional sta in 60 oces and hundreds
o partners in public, NGO and private sectors
around the world. The Unions headquarters
are located in Gland, near Geneva, Switzerland.Th challng
IUCN, by the very nature o their endeavours,
are widely distributed globally, and mobile
in terms o their workorce. I they were
to introduce improvements to their
communication capability, they wanted it
to meet the demands o their mobile and
distributed organisation and not constrain
capability through the technology. The sheer
level o distribution means that economicallyPBXs are increasingly expensive simply
to distribute calls, and also tie the IUCN
employee to the desk. The introduction o
Microsot Oce Communicator means that
wherever the user is connected is where the
oce is then. This fexibility and complete
shit in paradigm would achieve a reduction
in cost, and productivity gain.
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Unifd Communication:The evolution o dynamic collaboration
Th IUCN Unifd Communications
Challng
The gain is compelling but OCS is new and
or many, a complete departure in the steady
and staid world o oce communications.
So rather than embark on a brave and radical
overhaul o their communication environment
which would have a real eect on all their
users, they wisely laid down a simple yet
seemingly illusive requirement - IUCN wanted
to control the roll out: at their own speed.
They did not want to rip and replace the PBX
in one go (no matter how cathartic it would
be or the IT manager to skip it) they wantedto migrate users gently over to the new world,
with the option to swing them back i it all
started to go wrong.
At this point we have to recognise that
changing user behaviour and their preerences
are not always bound up in the pragmatism
o making technology choices. We have seen
users reject sot phones simply because they
dont like headsets welcome to the world
o the end user. The point is you can never
be sure that users will adopt as you predict,
thereore retaining the option to simply roll
back is always very useul. The simple rule o
thumb with most communication technology
adoption is that users are drawn toward speed
and convenience, ewer clicks, less movement
etc and they will adopt in time. In the case o
communication, the critical user eature is the
integration o the directory into the device.
The success o products like Microsot Oce
Communicator is 90% convenience. You see acontact either in a document, email, or contacts
directory and you can call them on any device
as a result o the tight directory integration.
Mthod
Interoutes rst step in creating the
environment to allow or a user lead migration
was to integrate the IUCN PBX inrastructure
into the Interoute platorm. In the case o
their head oce in Geneva this required
Interoute to take over the existing local PRI
interconnect with their previous operator.
To avoid delays normally incurred when two
operators migrate assets between them (you
can imagine its never a high priority or the
carrier losing the business to speed up things
or the new entrant), Interoute placed a CPE
on site to redirect the pre-existing numberrange so that Interoute eectively became
the carrier. Interoute then post-connection
manages the ultimate migration rom the
previous carrier to Interoute. But critically
IUCN are insulated rom this.
IUCN then connected their Microsot
OCS Mediation Server via a Microsot
Certied SIP trunk rom Interoute. This
element o the migration really illustrates
the shit in capability rom the old world
o xed PRIs to the capability available
through SIP trunks. Anyone with access
to the Internet can connect by going to
http://www.interouteone.com/.
IUCN now had the ability to give all their
users both PBX and Microsot OCS capability.
To eect a user-riendly migration, they
redirected the existing inbound PBX number
to the users OCS accounts. This meant they
could swing over each user department-by-
department, sae in the knowledge that any
issues could be managed and users can be
rolled back.
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Unifd Communication:The evolution o dynamic collaboration
Th Outcom Th Futur
Thankully the outcome has been everything
the IUCN team hoped it would be. They are
progressively migrating their users over to the
new world o Microsot OCS and so ar they
have no one yearn or their black phone to
replace the mobility and intuitive nature o
OCS. One o the key opportunities once this
initial migration is complete is the opportunity
to expand beyond the initial 1000 employees
and seek out ederation with other members
o the IUCN expanded community.
The idea o ederation is a secure exchange o
directory inormation so that you can extend
the same benets that you have with your
own community to your associated partners.
Taking this to its logical conclusion, your
on-net community thereore will expand
progressively. Imagine i all the organisations
globally who use Exchange, integrated
OCS and repeated the IUCN experience.You then create a secure and controlled global
community o users who can collaborate
reely without watching the clock (minutes
means money).
FIGURe 2Th IUCN solution
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Unifd Communication:The evolution o dynamic collaboration
ConclusionUnied Communications should not be
thought o as a product or a single program,
but a way o thinking about communication.
It assumes that: there will be no boundaries to
what and where you can communicate, users
will customise their user experience around
their preerences, i I have invested once in
managing my subscribers I can reuse that
investment, and that I can get as sophisticated
or simple as I preer and change my mind in
the process.
The change in the past 15 years means that
the traditional ways o thinking about how
to implement communications are limited
not by the imagination o the IT manager,
but mainly by the business models o the
traditional suppliers who have been
reluctant to change given that intuitively
uniying your communications immediately
rationalises your cost base.
Interoute has developed its platorm over that
last 7 years and now manages 7Bn minutes
a year o other peoples trac and realises
that there are no greenelds and perectstorms into which we are slot our capability.
Corporate communications is like a short
history o technology evolution, so you have
to be able to move rom disparate closed
worlds to one simple and easy-to-manage
unied one. This approach we believe can
achieve this. It is only the starting point,
so doesnt address the breadth and depth
o the opportunity once you have unied
communications, but like all good
destinations getting there is hal the un.
Rather than take our word or it try out
Interoute One today and see how it can
help your Enterprise communications,
http://www.interouteone.com
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Unifd Communication:The evolution o dynamic collaboration
Appndix On Introut OnInteroutes Interoute One product is an access
agnostic (any orm o access or device) SIP
based communication platorm. It leverages
Interoutes Virtual Voice Network platorm
that supports over 250 global carriers
worldwide and manages over 7Bn minutes
per annum. Interoute One unlike most other
oerings is best thought o as an intelligent
real-time communications network. In
simple terms you can plug old and new
communication technology PBXs (any vendor),
IP PBXs or Microsot Oce Communicator
into it and they will communicate betweendevices in the oce, at a home or anywhere.
You can take as much or as little control o
the routing as you require, you can become
a carrier or simply buy a SIP trunk where you
give Interoute the job o routing the call.
The diagram below illustrates the relationship
between Interoute One, Interoutes VirtualVoice Network and the customer environment.
Product Summary
Interoute One covers a range o
capability designed to serve the corporate
communications market, providing A-Z
termination, inbound numbers (DDIs)
and voice VPNs. In order to access the
eatures Interoute One also supports a wide
range o access methods to enable an IT
manager to uniy their communication.
FIGURe 3Introut On
customr solution
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Unifd Communication:The evolution o dynamic collaboration
The access methods can be mixed and
matched as required to meet the needs
o the customer.
The diagram below displays the Interoute
One access types and eatures supported,
in a ormat similar to that o the layered
OSI stack:
Introut On Accss Mthods
Interoute One is split between the access
methods and the eatures and capability
o the services. Simply put the rst step in
creating a uniorm communication platorm is
normalising all the disparate access methods
and devices. Interoute One supports a broad
range o access methods illustrated below.
DDIOPTION
FEATURES
NETWORK Interoute Network
Free OnNetCalls
Interoute HubWorldwide Termination
ACCESS TYPE IP VPNDirect
TDM AccessPublic Internet
CUSTOMERTELEPHONY SYSTEM IP PBX Legacy PBXMicrosoft OCS
PROTOCOL IP TDM
CONNECTIVITY OCS Trunking H.323SIP
Trunking VOIP GatewayQ.931
FIGURe Introut On
Accss Typs andFaturs Matrix
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Unifd Communication:The evolution o dynamic collaboration
Lgacy PBX (SVC-IONe-T)
. This is a traditional TDM trunk supporting
E1 using Q.931 (Primary Rate ISDN - PRI)
protocol. The customer will have a PBX that
supports E1 with Q.931 ISDN.
2. Secondary to this the customer may
have a traditional PBX but want to a PBXsupporting E1 with Q.931, but wants to
aggregate their data trac and voice trac
over an IP connection then in addition to
the service the customer would also need a
local CPE to convert the Q.931 into SIP.
IP PBX Accss (SVC-IONe-I)
. SIP/H.323 VoIP trunking. The customer has
a PBX that supports SIP/H.323 and that can
access the Internet or wants to converge
their voice over their MPLS VPN (orderable
separately).
Microsot OCS R/R2 Accss. SVC-IONE-M SIP trunking or Microsot
Oce Communications Server (OCS)
2007 R2 and R1. The customer must have
an existing OCS R1 or R2 installation and
a mediation server with access to the
Internet or an Interoute IPVPN.
FIGURe 5Accss Scnarios
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Unifd Communication:The evolution o dynamic collaboration
Conrncing
. SVC-IONE-C Outsourced Conerencing
service provides customers with access
to a personalised conerence bridge
managed by Interoute. They may have
as many conerences as they want,
have their own announcements, music,
PSTN access numbers and manage users
and conerences via the http://www.
interouteone.com portal, accessible via
the Internet. In eect the customer can
treat the service as i they have their own
conerencing platorm. Customers need not
have any other service rom Interoute inorder to subscribe to this service.
Call FatursThe Feature Stack below shows the eatures
available. Interoute has created on its own
virtual voice network a managed partition
that is a ully managed set o optimised
call routing, termination and management
eatures. Customers are however ree to
create their own voice network by taking
their own partition and building a dial plan
and bespoke routing.
Fr On-Nt Calls
All calls between customers connected
to Interoute are ree i the call stays on
the Interoute network. This is true or:
Intra-organisation calls
(within the same organisation).
Inter-organisation calls
(between organisations).
Whether or not these calls happen to be:
International calls
National calls
Local calls
All calls to an Interoute One conerencing
service are also ree i the call originates on
the Interoute network.
By keeping calls on-net Interoute can
maintain control o the call rom start to
nish with no third-party involvement,
thereore meaning the customer can take
advantage o short code dialling prexes
between locations (termed a voice VPN) as
well as ensuring a high level o call quality and
high call completion gures between sites.
DDIOPTION
FEATURES
NETWORK Interoute Network
Free OnNet
CallsInteroute HubWorldwide Termination
FIGURe 6Fatur Stack
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Unifd Communication:The evolution o dynamic collaboration
Worldwid Trmination
Customers can make use o the standard
Interoute A-Z dial plan allowing them to
reach all destinations worldwide at preerable
calling rates.
Inbound numbrs (DDIs)
Optionally customers can purchase DDIs
rom or port DDIs to Interoute in order to
support inbound calls. DDIs are available in
many countries and there are no limits on
how many DDIs each customer may have.
Given the nature o DDIs please reer to
http://www.Interoute.com or the most
up to date list.
Managmnt and ControlThe Hub portal (http://hub.interoute.com)
provides customers with a central point
o contact or all o Interoutes services.
The services available or customer o
Interoute One are:
. Raising and monitoring troubl tickts
2. Additional voic srvics ordring
3. Trafc statistics
Interoute provide, through the hub, a number
o key customer statistics to enable the
customer to monitor their voice trac across
the network. Current statistics are:
Destination
Minutes
Successul calls
ASR (Answer Seizure Ratio)
PDD (Post Dial Delay)
FIGURe Voic VPN
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Unifd Communication:The evolution o dynamic collaboration
A screenshot o the typical inormation
available is above.
. Download o invoics
All customer invoices are made available or
download via the Interoute Hub.
5. Download o CDRs
CDRs are available to download. These are
provided to customers or the main purpose
o reseller billing but they are also proved to
help customers identiy hotspots within their
organisation. This inormation is provided
once a month when Interoute produces the
customer invoice. The le is a fat csv (comma
separated variable) le giving each call and its
associated cost broken into 7 elds:
1. Currency
2. Cost
3. Calling number
4. Called number
5. Date and time
6. Duration
7. Source Trunk Group
8. Destination
An example csv output reormatted
is shown overlea:
FIGURe Trafc Statistics
(HUB)
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Unifd Communication:The evolution o dynamic collaboration
FIGURe 9Customr CDR
Format
FIGURe 0CDR Download
via th Hub
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Unifd Communication:The evolution o dynamic collaboration
exampl Ordring
The ollowing describes which Voice productcatalogue codes would be ordered or the
services 1-8. Codes or IP and Transmission
products are excluded:
Customr has Microsot OCS with a
mdiation srvr and wants to connct
via th public Intrnt.
a. Order code: SVC-IONE-M
Customr has a TDM PBX and wants
to connct via th public Intrnt.
a. Order code: SVC-IONE-I
And
b. Order code: CON-VGxxxx
Customr has an IP PBX and wants
to connct via th public Intrnt.
a. Order code: SVC-IONE-I
Customr has Microsot OCS with a
mdiation srvr and wants to connct
via an IPVPN.
a. Order code: SVC-IONE-M
Customr has a TDM PBX and wants
to connct via an IPVPN.a. Order code: SVC-IONE-I
And
b. Order code: CON-VGxxxx
Customr has an IP PBX and wants to
connct via an IPVPN
a. Order code: SVC-IONE-I
Customr has a TDM PBX and wants to
connct via a TDM link (Primary Rat ISDN)
a. Order code: SVC-IONE-T
For any o the above services the ollowingadditional eatures are optional:
DDI (Dirct Dial Inwards/Inbound) numbrs
a. Order Code: SVC-IONE-D
FIGURe Voic product
catalogu cods
2
3
5
6
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Unifd Communication:The evolution o dynamic collaboration
Trial PortalOvrviw
Interoute oers customers the
possibility o a trial to test the eatures
and unctions o Interoute One without
committing to purchase. Trials are available
through the Interoute One micro-site
(http://www.interouteone.com)
The trials currently available over the
public Internet are:
SVC-IONe-M Interoute One or
Microsot OCS R1 and R2
SVC-IONe-I Interoute One or SIP/H.323
SVC-IONe-C Interoute One Outsourced
Conerencing
For SVC-IONE-M and SVC-IONE-I trials;
customers can sign-up online, this is then
approved by the Interoute One Trial Approversand a credit o 10 is applied to the account
(or equivalent value in local currency).
This enables customers the ability to make
calls with no expiry timescale on the credit.
For SVC-IONE-C trials; customers sign-up
online, this is then approved by the Interoute
One Trial Approvers and the customer is
provided one conerence bridge or a limited
time (typically 1 month). This conerence bridge
uses the Interoute bridge access numbers.To convert rom the trial version to paid service,
with additional unctionality, customers can
go to http://www.interouteone.com, select
Help, then select Contact us
http://www.interouteone.com/contactus.aspx),
and complete the orm.
FIGURe 2Introut On
Portal
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Unifd Communication:The evolution o dynamic collaboration
For SVC-IONe-I and SVC-IONe-M:
Access rom the public Internet
Outbound calling (PSTN termination)
Microsot OCS (R1 and R2) Interworking
(or SVC-IONE-M only)
Prepaid credit (typically 10 or equivalent)
but this can be dened by sales authorisation
Limited support available through a
certied third party organisation
(or SVC-IONE-M only)
For SVC-IONe-C:
One conerence bridge that may be reusedas many times as the customer wishes
within the trial period.
Accessible via calling Interoutes bridge
access numbers (below):
+43-720880090 (Austria)
+32-28-08-0630 (Belgium)
+35-924-927-070 (Bulgaria)
+42-02-4601-9234 (Czech Republic)
+45 6991 8742 (Denmark)
+358942419013 (Finland)
+33-1-766-07190 (France)
+49 69257385886 (Germany)
+30 211 176 8419 (Greece)
+39-06-995-89020 (Italy)
+31-20-8908820 (Netherlands)
+4721547848 (Norway)
+34-9177-18161 (Spain)
+46846501000 (Sweden)
+41-43-502-0200 (Switzerland)
+44-2084325900 (UK)
+1 202 292 4146 (USA)
Additional unctionality with migration
to post-paid product:
For SVC-IONe-I and SVC-IONe-M:
Inbound numbers (DDIs) available in
many countries (see SVC-IONE-D or
a list o supported countries)
Reporting via Interoute Hub
CDRs
Enhanced support and trouble ticketing
For SVC-IONe-C:
Dedicated conerence bridge
number(s) available in many countries(see SVC-IONE-D)
Customisable announcements
Customisable music
On-line conerence reservation via
http://www.interouteone.com
Unlimited number o user accounts
Unlimited number o conerences
Management via
http://www.interouteone.comEnhanced support
Unsupportd Trial FunctionalityTLS
SRTP
Emergency Services or all countries other
than UK
Dialling premium numbers
Relling prepaid balance
SIP sotphone support