¿Migrando a CU? Las mejores prácticas para Manejar los Retos. Eddy Gordon, Director of Product Management for the Enterprise Business Unit at Empirix

1. Migrating to UC? Best Practices for
Dealing with the Challenges
Gordon Eddy, Director of Product Management
Enterprise Business Unit, Empirix
May 24, 2010
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2. Agenda
What is Unified Communications (UC)?
Why UC?
UC Challenges
UC Best Practices
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3. What is Unified Communications?
• “Communications integrated to optimize business
processes” (UCStrategies.com)
• “Cisco Unified Communications combine all forms
of business communications into a single, unified
solution that enables your organization to move
with greater speed and agility”. (Cisco)
• “… a ‘SIP-based’ architecture that automates and
unifies all forms of human and device
communications including voice, video, instant
messaging, conferencing, presence, and
voicemail, in context and with a common
experience.” (Aspect)
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4. Why Unified Communications?
• Optimize and improve business practices and processes
• Increase employee‟s productivity, access to information
and ability to communicate
– e.g. email, shared workspaces, group calendars, web
conferencing, IM and social SW
• Better communications (and extend enterprise
communications) for distributed sites and remote or mobile
workers
• Improved customer service: „Follow the sun‟ –
global/virtualized contact centers
• Reduce costs
– Ownership costs associated with communications equipment
– Travel costs
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– Outsourcing costs for conferencing services

5. Three Approaches for Enterprises
Migrating to UC
• Network Centric
– Existing network vendor extends its portfolio to new
communication areas and new SW into your HW (Cisco
approach)
• Telephony and Voice Centric
– Voice communication vendors manage all IP
communications from one application (Avaya approach)
• Desktop Centric
– Software vendors supplying apps like email and IM,
extend into all communications across your network
(Microsoft approach)
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6. UC – Technology Elements
• SIP based
• Best of breed approach (Not single vendor)
– Complex architecture, it will be a migration
• Designed to be layered on top of existing voice and data networks
• Integration and interoperability of existing infrastructure with new components
is critical
• Integrates multiple silo‟d communication channels
– Don‟t want to swap out solid existing solutions for certain
communication channels that work well today (e.g. email)
• UCC – UC with collaboration
• UCaaS – Pay-as-you-go model for UC
– Cost effective for SMBs
– Will alleviate configuring HW infrastructure
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7. Unified Communications Framework
Unified Communications: A Mandate for the Enterprise
By Sorell Slaymaker | Apr 23, 2010
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8. Migrating to UC – It‟s Well… Complex
Voice
Clients Presence
Conferencing Collaboration
Messaging Applications The
Challenge:
Quality
Video FMC Assurance!
Consumer
Influence Mobility
(Social Media)
New Models
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9. Interoperability – A Major Hurdle for UC
Sept 11, 2009
Gartner calls for greater UC interoperability
Interoperability is the magic word for vendors in Gartner's
unified communications (UC) Magic Quadrant this year,
as market giants accept they have to let third-party developers play in their
sandboxes.
"The vendors would like to broaden the footprint they have within their existing customers and
expand into new
markets, whereas users, in many cases, would like to have the vendors interoperate effectively
so they can get a high degree of functionality, and preserve and migrate their existing
investments," said quadrant co-author Bern Elliot, a vice president and senior analyst at Gartner.
Unified communications vendors may push to be a one-stop UC shop -- trying to merge
telephony, email, instant messaging (IM), conferencing and presence in a single platform -- but
Gartner is advising enterprises to shop around for interoperable communications products across
the market.
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10. Obstacles and Challenges in Deploying
and Maintaining UC Environments
• SIP maturity
Establishing – RFC openness
Flawless – Vendor specific implementations
Interoperability • Interoperability with existing voice systems
– H.323, Skinny, and TDM/Analog
• Transport protocols
Baseline • Real time communication requirements
Quality • QoS and VQ Metrics
Assurance
• Existing basic voice services (with SIP)
Service • Enhanced voice services
(e.g. Class 5 features, VMail etc)
Assurance
(more than just VQ) • Video
• DTMF, Fax, messaging and other
value added services
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11. Obstacles and Challenges in Deploying
and Maintaining UC Environments
Efficient • Access for verification
Turn-up of • Provisioning
Services • Demarcation issues
• Component configurations
Security and • Scalability and performance
Vulnerability
• Hackers, DoS Attacks
• Access issues
Troubleshooting • Establishing problem ownership
• Problem isolation
Maintaining • Day 2 Performance Management and
Performance and Reporting
Superior Quality • Monitoring across multiple sites and
networks
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12. UC Architecture Looks A Lot Like…
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13. ...IMS
3GPP Service App OCF
Layer Server
OSA-SCS CCCF CDF
IM-SSF SLF
Application HSS
Service Plane SCIM
S-CSCF
3GPP Control P-CSCF I-CSCF
Layer
BGCF IBCF
Connection
MRFC MGCF
Control Plane
NASS PDF RACS
ETSI TISPAN
Extension
A-BGF MRFP T-MGF SGF I-BGF IWF
Internal IP External IP
Access/Transport PSTN Networks
Access Plane
Networks
Other Networks
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14. IP/UC: Technology Requirements and
Considerations for Quality Assurance
• Signaling: (Primarily) SIP-based architecture, looks a lot like IMS
• Multimedia: Voice, Video and Data
• Transport: Utilizes UDP and TCP
• Multi-service: voice, video, web, chat, email, file-sharing/transfer
• Presence
• Devices: Session Control and Management Servers, App Servers,
Media Servers, PBXs, SBCs, Gateways, and SIP-based Endpoints
• Flexibility, ubiquity, and mobility
• Scalability
• Security and Vulnerability (TLS more common in Enterprise and used
in Avaya Aura)
• Leverage and build upon IP telephony infrastructure
• Multi-vendor interoperability, collaboration
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15. Best Practices for UC Quality Assurance
System Manager
or Business IVR Application
Control Panel More Applications
Application CRM Application
UC and CTI Application
CC
Infrastructure Voice Portal
Verification SIP SP’s
On-Going Service Performance
Quality and Session
Manager
Session
Manager
and Scalability
Assurance Verification
Connection
Media SIP Trunks
Server
UC Client Presence
Emulation
Session
Multi-Media
Quality Security and Border TDM Trunks
PSTN
Agent Vulnerability
Controller
AccessEmulation Assurance
Assessment
Multi-Modal
Clients Gateway IP/TDM Access
Branch
and
IP Office
Gateway Interoperability
Endpoints Third
Party PBX
Multi-Network and
Clients Endpoints
Softphones
15 and Video TDM Phones
Endpoints

16. Quality of Experience Tolerance Levels
Bad experience
Mildly
Annoyed
Don‟t know,
don‟t care
Email, File Chat Video Voice
Transfer,
SMS
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17. Quality of Service (QoS)
• QoS settings are used to prioritize traffic
Voice
Packets High quality
voice
Switch
Data
Packets voice
Lost some data
packets. They will be
other retransmitted
video
Video
Packets
High quality
Dropped video
Packets
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18. Methods for Measuring Voice Quality
Mean Opinion Score
(MOS) Passive VQ Testing
• Specified by ITU-T P.830 in • Utilizes E-model algorithm
1996 to produce R-factor score
• Range of results: 1 to 5 • Single-ended measurement
based on packet statistics
• Average score of panel of
human listeners • Non-reference based
• For automated testing and • Does not decode packets
monitoring, scores are
derived and correlated • Most valuable in IP-IP
from PESQ (or R-factor) test scenarios
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19. Measuring Voice Quality
Active Testing
PESQ algorithm (ITU P.862)
Test (speech) file
Sent thru‟ network
VoIP Service
Voice FFT FFT
Quality
Tester Perceptually weighted
Objective score
500 MIPS processor
• Industry-standard metrics and algorithm, widely deployed and accepted
• Measure voice quality using real human speech
• Calculate VQ score for entire prompt and/or call
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20. Troubleshooting
Multi-Layer Approach
Infrastructure Application
• Switch/Media Gateway handoffs • IP IVR embedded CTI
• Media Gateway echo • Speech voice activity detection
insertion/loss (VAD) impact on speech
• Agent “Presence” enabled applications
or registrations • DTMF acceptance
• Voice Quality over WAN/ parameters (In-band
Toll-bypass links vs. Out-of-band
signaling)
• Conference bridge
link voice quality
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21. Performance Reporting
Ensuring Quality Post Deployment
• Voice quality getting worse?
• Recurring problems?
• Multi-service impact?
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22. IP/UC: Technology Requirements
Empirix Has it Covered
• Signaling: (Primarily) SIP-based architecture (other protocols for certain
deployments)
• Multimedia: voice, video and data
• Transport: Utilizes UDP and TCP
• Multi-channel: voice, video, web, chat, email, file-sharing/transfer
• Presence
• Devices: Session Control and Management Servers, App Servers, Media
Servers, PBXs, SBCs, Gateways, and SIP-based IP Endpoints
• Flexibility, ubiquity, and mobility
• Scalability
• Security and Vulnerability
• Leverage and build upon IP telephony infrastructure
• Multi-vendor interoperability, collaboration
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23. More Information
Website: www.empirix.com
Gordon Eddy, Director of Product Management
Enterprise Business Unit, Empirix
geddy@empirix.com
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