In the Trenches VOIP@Dartmouth
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Transcript of In the Trenches VOIP@Dartmouth
In the TrenchesIn the TrenchesVOIP@DartmouthVOIP@DartmouthPeter Kiewit Computing CenterPeter Kiewit Computing Center
Dartmouth at a GlanceDartmouth at a Glance Campus is roughly 1 mile squareCampus is roughly 1 mile square Geographically RuralGeographically Rural Around 7000 extensionsAround 7000 extensions
50% faculty/staff, 50% residential50% faculty/staff, 50% residential Around 120 buildingsAround 120 buildings
Where we were-Where we were-Voice Environment-2003Voice Environment-2003
Ericsson MD 110 PBXEricsson MD 110 PBX 1500 digital phones1500 digital phones 4500 analog extensions4500 analog extensions
Distributed Architecture-LIMs(line Distributed Architecture-LIMs(line interface modules)interface modules) Main switchroom(35% of active extensions)Main switchroom(35% of active extensions) 34 LIM distributed among 5 locations34 LIM distributed among 5 locations
Where we are-Where we are-Dual System EnvironmentDual System Environment
Cisco (Call Mgrs) solution integrated with Cisco (Call Mgrs) solution integrated with Legacy PBX(MD110)Legacy PBX(MD110)
Faculty/Staff 100% VOIP-3100 extensionsFaculty/Staff 100% VOIP-3100 extensions Resident Students(all analog) on legacy Resident Students(all analog) on legacy
PBX-3700 extensionsPBX-3700 extensions Emergency services(analog) on Legacy Emergency services(analog) on Legacy
PBX-around 500 extensions. PBX-around 500 extensions.
Where we are goingWhere we are going100% VOIP Summer 2005100% VOIP Summer 2005
Faculty/Staff on full featured VOIP Faculty/Staff on full featured VOIP phonesphonesResidents on Analog over VOIP Residents on Analog over VOIP GatewaysGatewaysAll greenfield installations on full featured All greenfield installations on full featured VOIP phones, faculty/staff or residentialVOIP phones, faculty/staff or residential
How We Got HereHow We Got Here Legacy PBX presented problemsLegacy PBX presented problems
Costly upgrade/forklift on the horizonCostly upgrade/forklift on the horizon Upgrade path expensive with move to licensed price plan.Upgrade path expensive with move to licensed price plan.
Vendor essentially pulled out of North American Vendor essentially pulled out of North American market, support difficultmarket, support difficult
Telephony use at time of decision relatively Telephony use at time of decision relatively pedestrian(mostly analog)pedestrian(mostly analog)
VM system no longer supportedVM system no longer supported Revenue generation no longer a realityRevenue generation no longer a reality
How We Got HereHow We Got Herecontinuedcontinued
Budget Realities made convergence of Budget Realities made convergence of Voice/Video/Data operations attractiveVoice/Video/Data operations attractive Cost to support separate operations for Cost to support separate operations for
Voice, Video and Data network highVoice, Video and Data network high Newly Upgraded network made Newly Upgraded network made
convergence possibleconvergence possible Aggressive Campus growth in 5 year plan Aggressive Campus growth in 5 year plan
placed pressure on a “long term” directionplaced pressure on a “long term” direction
Business CaseBusiness Case Upgrade/Replacement of existing System Upgrade/Replacement of existing System
to cost close to 2 million(pbx, copper plant to cost close to 2 million(pbx, copper plant and Voicemail system)and Voicemail system)
Greenfield installation costs began at Greenfield installation costs began at $50,000 for remote lim + voice $50,000 for remote lim + voice infrastructureinfrastructure
Total Cost for Dartmouth VOIP installation Total Cost for Dartmouth VOIP installation 1.4 million, system can support 20,000 1.4 million, system can support 20,000 extensions. extensions.
Business CaseBusiness CaseContinuedContinued
Convergence of Voice/Video/Data Convergence of Voice/Video/Data operations saved $400,000 annuallyoperations saved $400,000 annually Telecom, Network Services, CATV staffing in Telecom, Network Services, CATV staffing in
2003- 23 positions, Compensation $1,400,0002003- 23 positions, Compensation $1,400,000 Converged Network Services Current Staffing- Converged Network Services Current Staffing-
12, compensation $970,00012, compensation $970,000 ROI on headcount savings alone is 4 ROI on headcount savings alone is 4
years!!!years!!!
Conditions for SuccessConditions for Success Dartmouth Telephony/Network effort highly Dartmouth Telephony/Network effort highly
centralizedcentralized Legacy Telephony deployment not feature Legacy Telephony deployment not feature
intensiveintensive Most users did not understand how to use Most users did not understand how to use
the old Telephone and Voicemail system.the old Telephone and Voicemail system. Old system cost prohibitive for departments Old system cost prohibitive for departments
to take advantage of better servicesto take advantage of better services
Common Objections we Common Objections we were prepared forwere prepared for
VOIP does not have the features of a VOIP does not have the features of a PBXPBX
VOIP is not as reliableVOIP is not as reliable My phone always worked when the My phone always worked when the
power went outpower went out You did not give us enough time to You did not give us enough time to
prepareprepare
Objections we were Objections we were not prepared fornot prepared for
Can’t separate the “IP” in VOIP from the Can’t separate the “IP” in VOIP from the Internet, confusion led to concerns over Internet, confusion led to concerns over privacy,spam and reliability.privacy,spam and reliability.
Users could be passionate about their Users could be passionate about their phones, especially cordlessphones, especially cordless
VoIP Reality at VoIP Reality at Dartmouth Dartmouth Convergence and IntegrationConvergence and Integration
Legacy forms and features preservedLegacy forms and features preserved Just like the old system if you preferJust like the old system if you prefer
Devices - telephones, laptops, hand-helds, etc.Devices - telephones, laptops, hand-helds, etc. FeaturesFeatures
One number - many devices, or various groupingsOne number - many devices, or various groupings Dartmouth dial-tone from anywhere on the InternetDartmouth dial-tone from anywhere on the Internet Wireless platforms available across campus, voice Wireless platforms available across campus, voice
anywhere, anytime.anywhere, anytime. Future: data, voice, and video integrated across Future: data, voice, and video integrated across
applicationsapplications Unified messaging: E-mail <> Telephone, Text <> SpeechUnified messaging: E-mail <> Telephone, Text <> Speech Video telephonesVideo telephones Cell phone and wireless phone in-oneCell phone and wireless phone in-one
Path to CompletionPath to Completion
Step 1-Build confidence in technologyStep 1-Build confidence in technology Pilot and Seed with Key personnelPilot and Seed with Key personnel Install Core infrastructure with small production Install Core infrastructure with small production
deploymentsdeployments Get the “Money People” on boardGet the “Money People” on board
Package Technology as necessary for convergence Package Technology as necessary for convergence savingssavings
Get the right Deal!!!Get the right Deal!!! Get Support at the Executive Level(PAF)Get Support at the Executive Level(PAF)
Public announcement of support from President’s officePublic announcement of support from President’s office
Installation PlanInstallation Plan Publicize the new technologyPublicize the new technology Spend time on discovery-meeting with all Spend time on discovery-meeting with all
departments to review telephony needsdepartments to review telephony needs Train Prior to installationTrain Prior to installation
Classroom training, not mandatoryClassroom training, not mandatory 2 active systems allowed for us to work 2 active systems allowed for us to work
at our paceat our pace
Faculty/Staff VOIP design Faculty/Staff VOIP design
Deciding FactorsDeciding Factors Like-for-Like design Like-for-Like design Analog phones replaced with single line VOIP Analog phones replaced with single line VOIP
setssets Digital phones replaced with multi-line VOIP Digital phones replaced with multi-line VOIP
setssets All ancillary equipment replaced (headsets…etc)All ancillary equipment replaced (headsets…etc) POE only provided for VOIP communication POE only provided for VOIP communication
jacksjacks 60 minute UPS backup for all VOIP switches60 minute UPS backup for all VOIP switches
Residential VOIP designResidential VOIP designdeciding factors-Why Analog?deciding factors-Why Analog?
Most Students use cordless phones Most Students use cordless phones todaytoday
In VOIP model, cost is in the phones. In VOIP model, cost is in the phones. Unknown Abuse cost-recovery not Unknown Abuse cost-recovery not attractiveattractive
Data Closets in Resident Halls lackingData Closets in Resident Halls lacking Power back-up and security an issuePower back-up and security an issue
Life Safety ConcernsLife Safety Concerns
Life Safety-E911Life Safety-E911 College E911 environmentCollege E911 environment
We supply PSAP with database of phone We supply PSAP with database of phone numbers/locationsnumbers/locations
We pulse out ANI to PSAPWe pulse out ANI to PSAP POE only supplied to “VOIP” data jacks to POE only supplied to “VOIP” data jacks to
discourage movementdiscourage movement Residential extensions “hardwired” to insure Residential extensions “hardwired” to insure
integrity of 911 databaseintegrity of 911 database Cisco Emergency Responder being installed Cisco Emergency Responder being installed
Network EnhancementsNetwork Enhancementsfor Production VOIPfor Production VOIP
Core Network installed in a mesh Core Network installed in a mesh topology. Routers all have dual topology. Routers all have dual supervisors/power suppliessupervisors/power supplies
QoS enabled system-wide to insure QoS enabled system-wide to insure integrity of Voice Servicesintegrity of Voice Services
Layer III routing enabled to VOIP edge Layer III routing enabled to VOIP edge switchesswitches
UPS backup for all closets and coreUPS backup for all closets and core
Gotcha’s from CiscoGotcha’s from Cisco
Beware of the upsellBeware of the upsell New technology for them causing “best New technology for them causing “best
practice” design to change a fast pacepractice” design to change a fast pace QoS and layer III routing set-ups required QoS and layer III routing set-ups required
network upgrade as subscriptions for phones per network upgrade as subscriptions for phones per uplink changed dramaticallyuplink changed dramatically
Gateway boards required “Hybrid” mode in Gateway boards required “Hybrid” mode in routersrouters
Bottom line, get a contract guaranteeing that Bottom line, get a contract guaranteeing that design flaws are the vendor’s responsibility.design flaws are the vendor’s responsibility.
What went rightWhat went right The phones rang, message lights lit and The phones rang, message lights lit and
folks could make callsfolks could make calls Logistics of cut went well, work at night Logistics of cut went well, work at night
made cutover almost transparentmade cutover almost transparent Building by building cut allowed us to Building by building cut allowed us to
change tactics on the fly.change tactics on the fly. Users from old Analog world loved the new Users from old Analog world loved the new
features and ease of VOIP setsfeatures and ease of VOIP sets 95% of campus thrilled95% of campus thrilled
What went WrongWhat went Wrong Not enough time spent in training to explain Not enough time spent in training to explain
subtle differencessubtle differences Reception features of new system not Reception features of new system not
adequate with software in GR at cutover.adequate with software in GR at cutover. Lack of a consistent phone type led to Lack of a consistent phone type led to
complaintscomplaints Privacy panels on desks made placement Privacy panels on desks made placement
of phones difficult, extending cutoverof phones difficult, extending cutover
Lessons LearnedLessons Learned Train staff prior to cutover or hire in-Train staff prior to cutover or hire in-
house expertise.house expertise. Make training mandatory and more Make training mandatory and more
detaileddetailed Spend more time on “discovery” phase Spend more time on “discovery” phase
with main call points(reception)with main call points(reception) Triage necessary with upgradesTriage necessary with upgrades
ConclusionConclusion For years the promise of cost For years the promise of cost
savings has driven the advancement savings has driven the advancement of networks on college campuses. of networks on college campuses. Convergence of communications Convergence of communications services is finally delivering on that services is finally delivering on that promise, both technically and promise, both technically and fiscally. It is no longer a question of fiscally. It is no longer a question of if…but when.if…but when.