© 2004 audiocodes ltd. all rights reserved. delivery to voip qos tools
TRANSCRIPT
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© 2004 AudioCodes Ltd. All rights reserved.
Delivery to VoIP QoS Tools
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Business Model
Business as usual - what we do today; just a new market
Deliver call details to Companies that build Call Recorders
Deliver call details to Companies that build VoIP QoS Tools
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What is VoIP QoS?
QoS = Quality of Service
Monitors the health of VoIP Networks
– MOS scores/R factor (voice quality)
– Jitter
– Call set up analysis; delays
– Packet Loss, corrupt packets
– Network bandwidth statistics
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Our Product Proposal
• We decode the signaling and pass up call information
• Our customers interpret information and build full application with user interface and analytics
Avaya
Nortel
Intertel
Ericsson SiemensSIP
H.323
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Understanding the VoIP QoS Market
It is really the Network Management Market (IT)
– Add tools that monitor VoIP
12 billion dollar market world-wide (Frost & Sullivan)
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VoIP QoS Market – Type 1
• Service-level management (SLM) • Business service management (BSM) • Service Level Agreement (SLA)
Comprises 37% of network monitoring sales (3.5 billion)
The ability to monitor VoIP QoS relative to what the carrier promised. Carriers – track their own records to monitor the service they deliver
Vonage, Verizon, Comcast, at&t etc….
Enterprise – monitor their SIP trunks making sure carriers deliver what they promised
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VoIP QoS Market – Type 2
End User Experience Management
• Expects a 72% growth from 2007 to 2008 with total expected sales of $300,000 million (Frost and Sullivan)
Monitor VoIP QoS relative to the caller experience from “cradle to grave”
Ability to monitor QoS on the local network;
“The Proprietary PBX”
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Target Market
Generally speaking;
• Most companies first created network monitoring tools– Packet loss
– Switch health
– Network collisions
– Network bandwidth
• Now include VoIP analysis
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Our Target Market
Companies that develop VoIP QoS tools with product offerings for the enterprise market
• Why not carrier market? Or SLA/BSM?– These are typically standard VoIP protocols such as SIP/H.323/MGCP –
which they already support
Our value is our ability to decode proprietary protocols
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Our vision is to enable VoIP QoS applications monitor proprietary telephone networks
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Our Value
• We decode proprietary telephone signaling so they don’t have to
• Get call information directly from the network; not the PBX– No CTI link required
– Monitor actual calls; not artificially generated calls (more later)
• No equipment costs
• No specialized application development or engineers
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Our Current HPX Product Offering
• SmartWORKS API– Consistent development across multiple PBX vendors
• Changes to call state (alerting/connected); time stamp
• Call Meta data– Caller/Called numbers, extension (when avail), call duration, IP addresses/ports
of all endpoints (signaling/media)
• Forwarding of RTP– To their services for voice quality analysis (we can add later)– Our Call recording/playback services
• RTCP analysis
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Statistics - Today
• VoIP Protocol– Packets out of order
– Checksum error
– Total packet count
– Dropped segment
– UDP checksum
• Station (Phone) Statistics– Total count of inbound & outbound calls
– Call duration; avg
– Total calls rejected, abandoned, connected
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Potential Customers
• NetQoS – VoIP Monitoring Tool (private company - increased revenues by 671 percent from 2003 to 2007, $30-50m sales; 2,744 hits/day)
– Cisco Unified CallManager 4.2 or later
– Gateways running SIP, MGCP, and H.323
• NetIQ – AppManager for VoIP (NTIQ ~ $200m sales, 3,000 hits per day)
– Avaya, Cisco, Nortel, Microsoft OCS
• Network Instruments (private company, saw five years of 25% growth, 07-08 saw 47% growth; also manufactures hardware taps; 1,700/day)
– Cisco, Avaya, Nortel, Mitel
– Gateways running SIP, MGCP, and H.323
• SolarWinds – Orion VoIP Monitoring (private company, 10 years old, over 1,000,000 customers; 9,600 hits/day)
– Any PBX vendor; however limited to Cisco SLA knowledge
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Moving Forward
• I have a list of 75+ companies
• All are qualified leads – offer enterprise QoS solution
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Everything you need know about VoIP QoS
in order to get the job done
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Current Technology
While 45% of organizations surveyed had already implemented VoIP, only 32% felt that they could properly monitor VoIP performance (Network Instruments)
Agenda:
– Overview of technology available today
– Understand limitations
– Value Added Services
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Typical Business
To carrier; SIP Trunk
SIP
VPN - Tunnel
Proprietary Signaling between PBX and phone
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What can most tools see? (type 1)
To carrier SIP Trunk
SIP
VPN - Tunnel
VoIP QoS Monitoring
Terminal/Edge Devices
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Penetrating the Enterprise (Type 2)
1. Monitor SNMP / MIBs
2. Use SLA enabled devices
3. Passive1. PBX Integration
2. Decode VoIP Packets (SIP/H.323/MGCP)
4. Emerging Trend – decode proprietary
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SNMP/MIBs
• Resulting Metrics – Monitor health of network equipment (servers)
– CPU
– Disk space
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SNMP/MIBs
• Resulting Metrics – Monitor health of network equipment (servers)
– CPU
– Disk space
• Limitations– Nothing about call signaling path
– No call detail (CDR) information
– Each vendor enables different SNMP messages, proprietary messages
– Useful for monitoring health of network equipment, but not actual call
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SLA Enabled Devices
SLA – Service Level AgreementsNetwork switches; generates artificial calls
• Resulting Metrics– Transport delays across network - jitter
– RTP Packet loss; MOS scores
– Call Setup delay
SLA enabled Switch
SLA enabled Switch
SLA enabled Switch
PBX
SLA “Calls”
Actual customer calls
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SLA Enabled Devices
SLA – Service Level AgreementsNetwork switches; generates simulated calls
• Limitations– Requires support of SLA enabled devices (Cisco)
– Strains network bandwidth
– Selective information – miss peak call analysis
– Artificially generated, no data analysis of actual calls
– No view of PBX (not an SLA enabled device)
– No view of real protocol – different call setup procedures
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Unanswered Questions
Is poor call quality impacting the customer experience?
Are abandoned calls the direct result of network problems?
Why do calls from a specific area code or agent sound choppy?
Why doesn’t my agent get a dial tone?
How can I replay or regenerate a specific call to resolve a complaint?
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Unanswered Questions
Is poor call quality impacting the customer experience?
Are abandoned calls the direct result of network problems?
Why do calls from a specific area code sound choppy?
Why doesn’t my agent get a dial tone?
How can I replay or regenerate a specific call to resolve a complaint?
Customer Experience Analytics
-OR-
Measuring the ROI of the VoIP Installation
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Real Feature Requests
“I have not been able to find anything that will monitor Avaya in real time, hopefully the VOIP Module will do this in a future release. – posted 11/07”
“In 2008, our goal is to collect Avaya specific phone/VoIP data that is available via SNMP. All IP SLA data will still be collected by the Cisco routers.
“There are times where we have a customer who can’t dial a certain number, or has call quality issues to a certain area code, and it would be nice to just grab that information ….”
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Emerging PBX Integration
• Limited view of entire network– Only receive information about “bad” calls
– Limited by what PBX vendor exposes via API
• Difficult installation – Troubleshooting headache
• Cost – API is free
– Certification is expensive, time consuming
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Emerging Decoding Protocols
• Resulting Metrics
Of actual customer calls– Call set up delay; delay to hear dial-tone or connect
– Call re-creation
– Call playback
– Voice quality; tag problems in real time
– Packet priority errors (network configuration problems)
– Visibility of actual VoIP endpoints (PBX, phone, and Caller ID)
• Phone re-setting
• PBX not sending ACKs
• Monitor burst activity
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Analysis
Many advertise proprietary PBX support:
Actually they;
• Monitor MIBs/SNMP of proprietary hardware which allow insight to health of server
• Show call flow of calls generated by SLA tools
A few actually decode proprietary protocols
I have seen;
Cisco, Avaya, Nortel, Mitel – (Network Instruments)
But nothing else;
Siemens, Alcatel, Aastra-Matra…..
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Product Proposal
Using HPX decode proprietary call information and deliver essential data to VoIP QoS monitoring tools:
Here is what we can deliver via HPX:– Call Set Up analysis; time to call setup (lag to dial tone)
– Playback of audio/video (NGP)
– Call detail records; so QoS tool can build historical information
– Ability to re-create call scenario
– Call identifiers; network call ref, extension, DNIS, CallerID, area code, agent ID, etc
– Call failures and cause
– Total VoIP packets TCP/IP and UDP
– Re-transmitted packets
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