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Can you really save $, improve operations, AND achieve greater security and availability?
Presented by Peggy Gritt, Founder and CEO of the VoIP Institute, Inc.
Convergence at last
February 1, 2007
February 1, 2007
Blue VoIP uses a data connection and shares connection with other data types
February 1, 2007 VoIP Institute, Inc.
Why VoIP?
Source: Information Week, Five things you need to know about VoIP http://www.informationweek.com/news /showArticle.jhtml?articleID=189800103 &pgno=4&queryText= February 1, 2007 VoIP Institute, Inc.
Gateway
ICM ACD
Unity UM
CTI OS CTI
DB Logger
February 1, 2007
PSTN
Gateway
February 1, 2007
VoIP Providers
Eliminates equipment at site Eliminates management of security issues of gateways Purchase of bandwidth and simultaneous calls more calls per physical connection to carrier Some carriers carry data and voice
VoIP phone telecom carrier SIP Trunks
SIP
SIP
LAN
SIP
The protocol handles the messages for signalling such as: There is a phone call, it is FROM This number (ANI), it is TO this number, etc.
VoIP uses a data connection and shares connection with other data types
February 1, 2007 VoIP Institute, Inc.
SIP Standard
Lower cost for devices and systems Greater choices for users Interoperability of applications from different manufacturers
Network and Component Choices
Telecom Carrier(s) Main Site
T1s, PRIs, Analog
Server choices
IP SIP Trunks
IP Media Gateways
Branch locations
SIP IP Phones
IP/WAN
Standard SIP IP Phones
Cost Savings: Removes middleware adopted by all major manufacturers and carriers, lower device cost
February 1, 2007 VoIP Institute, Inc.
February 1, 2007
LAN
T1/E1/PRI
LAN
PBX/ ACD
PBX/ ACD
User
User
User
User
Lost calls, agents must have devices at home to remotely connect if at all, if not, understaffed to potentially handle HIGHER call volume depending upon reason for DR. Takes half hour or more to redirect calls to alternate site, no service in mean time for disaster area.
February 1, 2007 VoIP Institute, Inc.
LAN
SIP Gateway
1
ISDN, T1, E1, Analog
February 1, 2007
< 1 hour
Full IVR
< 4 hours
IVR + ACD (20 Agents)
48 hours
IVR + ACD (100 Agents) + UM + Call Recording
or
February 1, 2007
What are the real risks with VoIP? Availability Breach of Privacy Access Theft
February 1, 2007
What are the real risks with VoIP? Availability Listening and Breach of Privacy recording by sniffing packets VAM Access Unauthorized Access to systems Vishing Theft FoIP
DoS Attacks Virus Attack Physical Attack
February 1, 2007
What are the real risks with VoIP? Availability Listening and recording by Breach of Privacy sniffing packets VAM Access Unauthorized Access to systems Theft Vishing FoIP
DoS Attacks Virus Attack Physical Attack Firewalls that are SIP aware
February 1, 2007
PSTN
WAN
1 2 3
VPN
No QoS if using the Internet
1 Network Switch
2 3
February 1, 2007 VoIP Institute, Inc.
HQ
MS CRM
LAN
February 1, 2007
Great solution for station handsets for help desk technicians that also work the desk if you have a wireless LAN
Conclusion
VoIP Survivor Guide
VoIPInstitute.net
Peggy.gritt@voipuserinstitute.com