concept & practicality in london borough of newham voip
TRANSCRIPT
Introduction
• Ganesh Thangarajah– ICT Portfolio Manager– Technical & Investment Analyst (VOIP/IPT)– Concept & Implementation
Newham Network Infrastructure
• 4500+ Users
• 125+ Sites
• 76 Sites connected to the core network by Dark Fibre
• 90% of the work force is served by the Dark fibre network
Newham Network (Legacy)
Video
H.320
Room-Based
PBX
TDMACD
Voice Mail
Voice
Data
WebDSL
Cable
Dial
ISDN
Extranet E-CommerceH.323
Desktop Video
• Separate infrastructures for data, voice, and video• Circuit switched network not designed to handle future converged data, voice, and video demands
Concept
Voice
IP
WebE-Mail
DSLCable
Dial
ISDNExtranet
E-Commerce
IP Telephony
Network PBX
Internet Call Centre
Data
Video
All eggs in one basket?!!!!
Converged Architecture—Highly Adaptive, Open, Scalable, and Unified
Voice Network Resilience
• Dependent on business size and Requirements
• Phones switchover to working server
Physical Concept
MCS 7800 Series Server
Ethernet LAN Switch
Voice Enabled Router or Gateway
Traditional Telephony system IP Telephony System
Justification of Concept
• Business driven– Valid business case (Financial & Non-financial)– Predictable Return on Investment– Complies with Corporate strategy / service plan
• Safeguard existing investments – Infrastructure– Telephony systems
Options
1. Complete Voice infrastructure replacement (Big Bang!)
2. Upgrade the existing voice infrastructure
3. Deploy an interoperable VOIP/IPT solution
4. Do nothing!
Risks & Constraints
• Bandwidth Requirements• Quality of Service• Security• Procurement • User & Administrator Training Issues• Interoperability with existing voice network• Cost of IP Telephony Handsets• Culture Shock!
Benefits – ICT Perspective
• Single Network
– Maintenance, Cabling, Administration, Support, Moves/Adds/Changes (MAC’s), Staff
• Voice Business Continuity
– Integral component to an effective voice business continuity plan
– Can be compared against other less effective plans– Voice message backup/restore
• Real Estate
– Space Utilisation, Reduced Operational Costs, Flexibility
Benefits – Continued…
• Reduced Call Costs– Reduced mobile phone usage– Extension Portability Campus Roaming, Home Office,
Other Location– Unified Messaging
• Small Branch Office– Centralised Call Processing– No on-site PBX
• Reduced PC Costs– IP phone can replace a web-enabled PC or laptop in
certain environments
Introduction
• Jaimin Patel– Head of Customer Services Performance
Strategy– Head of Language Shop– Practicality & Operational Benefits
Benefits – Language Shop
• Customer improvements – BSL, Routing callers to the right service
• Staff efficiency - Dialling directly from Applications
• Management information -Examine variations• New functionality-call recording and time
recording • Cultural change-Staff attitude towards new
technology
Key Issues
• Implementation with staff
• Building trust & confidence / openness
• Demonstrate quick wins
• Follow through suggestions / Complaints
• Address faults quickly
• Capitalise on success by linking to process reviews
THANK YOU!
For further info please contact