Enterprise Pbx To Ip Telephony Migration Strategies

Transcript

2100 1159_05_2000_c3 1 1 © 1999, 2000, Cisco Systems, Inc.Inc. © 2000, Cisco Systems, Enterprise PBX to IP Telephony Migration Strategies Session 2100 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 2 Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 3 © 2000, Cisco Systems, Inc. Migration Exercise Phase 0 In the Legacy Voice World, Locations Are Networked Via PSTN or TDM Leased Lines Voice Mail Headquarters PBX PSTN PBX PBX Voice Mail Voice Mail Branch Offices Rest of World 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 4 Migration Exercise Phase 0 Voice Mail But All Corporate Locations Today Have LAN Installations Headquarters PBX PSTN PBX PBX Voice Mail Voice Mail Branch Offices Rest of World 2100 1159_05_2000_c3 5 © 2000, Cisco Systems, Inc. Migration Exercise Phase 1 (Order of Phases Is Not Important) Voice Mail Initiate a Pilot Trial at the Headquarters Site Headquarters PBX PSTN PBX PBX Voice Mail Voice Mail Branch Offices Rest of World 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 6 Migration Exercise Phase 2 When the Aims of the Pilot Trial Have Been Achieved, Cut Over a Branch Office to IP Telephony; Continue Migrating Users Headquarters at Headquarters Voice Mail Voice Mail PBX PSTN PBX Voice Mail Branch Offices Rest of World 2100 1159_05_2000_c3 7 © 2000, Cisco Systems, Inc. Migration Exercise Phase 3 Voice Mail Continue Cutting over in Branches, Migrating at Larger Locations Headquarters PBX Voice Mail PSTN Voice Mail Rest of World 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. Branch Offices 8 Migration Exercise Phase 4 When All Locations Are on IP Telephony, Migrate Voice Messaging to IP Unified Messaging Headquarters PSTN Voice Mail Branch Offices Rest of World 2100 1159_05_2000_c3 9 © 2000, Cisco Systems, Inc. Migration Exercise Phase 5 Use the Corporate WAN to Transport IP Telephony: Extend to Home Offices Add Other IP Telephony Apps Headquarters PSTN IP WAN (IP PSTN) Voice Mail Branch Offices Rest of World 2100 1159_05_2000_c3 Telecommuter © 2000, Cisco Systems, Inc. 10 Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 11 Considerations in Migration • What do we have? How many lines and users Numbering plan and trunking Features used • Where do we need to go? Desired architecture Final network design • What intermediate steps should we take? 2100 1159_05_2000_c3 Minimize disruption Minimize risk © 2000, Cisco Systems, Inc. 12 Considerations in Migration (Examples) Feature Examples: Display Sets Hands-Free Sets Fax Lines Modem Lines Transfer Conference Call Park Call Pickup Paging Trunks RAN Attendant Consoles Night Service System Features Dialing Plan: Power-Fail Resilience Hardware Redundancy Billing Line Appearances Trunk Access ARS/LCR Multiple Carriers Emergency Calls Call Barring TEHO VM CDR IVR Voice Messaging Trunks IVR/AA 2100 1159_05_2000_c3 UPS PBX 13 © 2000, Cisco Systems, Inc. Typical PBX—PBX Migration VM Phones, Paging, Etc VM Phones, Paging, Etc Trunks Trunks Survey Current Installation Freeze Changes Install New PBX (If Space Available) Burn in and Run Admin, User Training Prepare for the Big Weekend Cut: Place and Label New Phones VM Phones, Paging, Etc Trunks Flash Cut Over a Weekend Everyone Running on New PBX on Monday Contingency Plan Is to Swap it Back Next Weekend • General rules of voice trials: Move in small, incremental steps with fallback contingency plans at each step Start with a pilot trial with a small group of users, sample them often for problem reports • But in practice: Swapping out a PBX or VM is nearly always a flash cut 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 14 Management of Migration • Don’t ever give users bad service • Start with a small pilot trial Perhaps the Telecom Group Survey and monitor for trouble reports Get a real understanding for feature operation • Then migrate in blocks Each block over a weekend One or two weeks between blocks to allow for acclimatization Define communities of interest (unlikely to be DN blocks) Make blocks as large as can be managed • Move trunks either to follow traffic, or in one block (easier for billing) 2100 1159_05_2000_c3 15 © 2000, Cisco Systems, Inc. Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 16 Traditional Voice Networking Protocols Old World VM AVVID 3.0 Closed VM Networking Protocol VM uOne (AMIS-A) SMDI, Analog Closed VM Interface PBX Closed CCS Protocol PBX PRI CCM (QSIG) () Indicates Later Releases • Old-world VM vendors have reverse-engineered PBX interfaces • Not only closed protocols: some contracts prohibit reverse engineering • AVVID provides open interfaces and protocols 2100 1159_05_2000_c3 17 © 2000, Cisco Systems, Inc. A Selection of Open and Closed Protocols Vendor Cisco CCM PBX-PBX Protocols PRI PBX-VM Interfaces VM Networking SMDI, Analog Digital Set Emulation Proprietary, X.25-Based AMIS-A* Octelnet PRI, DCS, Lucent Digitaline DCS+, QSIG AMIS-A Proprietary (IVMS), Meridian Mail Network Northern Telecom PRI, MCDN, DPNSS, VPIM Digital Set Emulation QSIG, ISL AMIS-A BRI with Proprietary PhoneMail Networking PRI, Cornet, Siemens Extensions AMIS-A DPNSS, QSIG Digital Set Emulation Mitel PRI, MSDN Analog DTMF, Alcatel PRI, ABC, QSIG MCI NEC PRI, CCIS, QSIG • • • Vendors typically offer PRI (and QSIG), but prefer to sell proprietary rather than QSIG VM interfaces are nearly all based on reverse-engineering PBX display set interfaces, but the only ‘open’ standard is analog/SMDI VM open networking standards are AMIS-A (but proprietary offers more features) and VPIM, which is based on email standards but is not yet widely available 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 18 Voice Messaging Integration Methods • In-band • PBX integration devices • Serial • Set-emulation–PIC 2100 1159_05_2000_c3 19 © 2000, Cisco Systems, Inc. In-Band Integration • Voice path by analog extensions in a hunt group In-Band Integration • Integration information is sent on the voice path prior to VM session using DTMF tones Voice Path UMS VMS PBX In-Band Data Path • MWI is set and cleared via feature access codes on dedicated ports 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 20 PBX Integration Devices • An external set-emulation device provides Integration information via a serial link • Voice path by analog extensions in a hunt group Analog Extensions UMS VMS PBX Digital Phone PID Serial • MWI may be carried out via the serial link or inband using analog ports and activation codes 2100 1159_05_2000_c3 21 © 2000, Cisco Systems, Inc. Serial Integration • Voice path by analog extensions in a hunt group • Serial data link passes call information • Call information is sent down serial data link simultaneously with the voice call • MWI is set and cleared via the serial data link using SMDI or a proprietary protocol 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. Serial Integration Voice Path UMS VMS PBX Serial Data Path 22 Digital Set Emulation—PIC • Voicemail system ports emulate proprietary PBX digital feature phones (e.g. voicemail system ports appear as digital extensions on the PBX) Set-Emulation—PIC Voice Path • Also known as “Per-port Integration Card” (PIC) • Voice path is the same as the data path Digital Voice Path PBX UMS VMS Data Path • Integration information is derived from the emulated phone’s display • MWI is set and cleared via feature access codes on dedicated ports 2100 1159_05_2000_c3 23 © 2000, Cisco Systems, Inc. SMDI Overview SMDI works on an RS232 serial link. SMDI defines three message types: Call History message (from PBX to VM): Includes the following elements: Serial Integration md-num A reference number for the call (000-999) Voice Path md-port The analog port for the call fwd-type The reason the call was forwarded to VM UMS D - direct call VMS A - forward all calls PBX *B - forwarded on busy *N - forwarded on no answer Serial Data Path *U - forwarded for unknown reason fwd-sta the original called (dialed) number MWI messages (from VM to PBX): Source-num the original calling number * not passed in CCM 3.0 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. MWI On Contains Station Number MWI Off Contains Station Number Error Messages (from PBX to VM): *MWI Message was for Unknown Station (NACK) *Too Busy to Process MWI Message (BLOCK) 24 Voicemail System in Dual SMDI Mode Analog Voicemail System SMDI Analog SMDI Legacy PBX Gateway Call Manager Gateway May require reconfiguration of the Voicemail System 2100 1159_05_2000_c3 25 © 2000, Cisco Systems, Inc. VTG Solution Splits an SMDI Link Analog Voicemail System SMDI Analog Legacy PBX VTG VBMux Gateway Call Manager Gateway VBMux Splits SMDI into Two (Identical) Streams 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 26 Calista PBX Link Adapts a PBX for SMDI Analog Voicemail System SMDI SMDI Analog Gateway Connected Systems PBXLink Set Emulation Legacy PBX Call Manager Gateway To Support Migration, VM System Must Be Converted to SMDI but Some PBX’s Do Not Support SMDI (Lucent, Nortel): PBX Link Is a Product Which Converts the PBX Interface to SMDI 2100 1159_05_2000_c3 27 © 2000, Cisco Systems, Inc. Commonly Used VM Terms Station Forwarding to Personal Greeting Upon Receiving a Forwarded Call from the PBX, the VM Must Route the Call to the Appropriate Mailbox Multiple Personal Greetings The User Can Record Different Greetings to be Used if the Call Rings No Answer, Rather than Busy, or Forward-All-Calls Message Waiting Notification Message Waiting Indication (Usually a Light on the User’s Phone) Is Switched on to Indicate Unread Messages (and of Course Switched Off). Usually, Alternate Methods of Notification, Such As Paging, Are Supported Out-Calling Callers in VM Can Press Keys to Transfer Themselves to an Extension, Whether Using ‘Call Sender’ Functions or Dialing the DN Automated Attendant Most VM Systems Offer Functions Built on the Out-calling Feature to Provide a Full Auto-Attendant Multiple Return-to-Operator VM Users Can Press a Key (Usually 0) to Transfer Themselves to the Operator Direct Call Reply to Internal Message Call Sender 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. When Calling From Their Own Phone (or Using the Message Key) the User Is Immediately Prompted for Their Password– the Mailbox Is Assumed Allows the Mailbox Owner One-key Reply by Saving the Caller’s DN (Internal Only) When a Message Is Recorded An Extension of the Above Feature, Where the VM Call Is Transferred to the DN That Left the Original Message 28 AMIS—A Overview • Audio Messaging Interchange Specification-Analog standard for networking voice mail systems from different vendors (lowest common denominator) • Analog connection through the PSTN No trans-coding required, mailbox info passed via DTMF allows send/receive/reply (originating mailbox number sent via DTMF tones Max message size of eight minutes; max of 9 messages per connection • Voice only (no fax/e-mail) • No support for privacy, notification, priority, ‘spoken name’ or distribution lists 2100 1159_05_2000_c3 29 © 2000, Cisco Systems, Inc. VPIM Overview • IETF RFC2421 (V2.0) (uOne supporting V3.0 in 5.1E) • Utilizes email envelope with MIME attachments • Multimedia • Support for privacy, notification, priority, ‘spoken name’ or distribution lists (but not explicitly defined in the RFC) 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 30 VM Vendor Characteristics Cisco Certified Solution SMDI Support/ Call Manager Certified Dual SMDI Digital Phone Integration Support VPIM Yes/Yes Yes Yes No Lucent Overture 200/300 Yes/Yes Yes Yes No Lucent Intuity Yes/No Yes No No Meridian Mail *Yes/No No No Yes Siemens Phone Mail *Yes/No Yes Yes No Octel 250/350 *Yes = In Centrex Version Only 2100 1159_05_2000_c3 31 © 2000, Cisco Systems, Inc. Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 32 Typical PBX-AVVID Migration Steps Voice Messaging System PBX Call Manager Gateway LAN Voice Messaging System Call Manager Gateway PSTN PBX PSTN LAN Pilot User Migration PSTN PSTN PBX/VM Network 2100 1159_05_2000_c3 Period of Coexistence (Migration) AVVID Network 33 © 2000, Cisco Systems, Inc. Simple Migration PBX-CCM (No Voice Messaging) Call Manager PBX Gateway LAN Migration • Easy and inexpensive to implement • Requires minimal reconfiguration of the PBX • Billing may be difficult to reconcile across the two systems • Display set users in particular will notice a lack of feature support on CCM-PBX calls 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 34 Capabilities of Links Between PBX and CCM Calling Calling Calling Diversion MWI Number Number Name Reason On/Off N N N N Y N N Y N N FXO/FXS E&M/R2 Both-Ways Relative Origination Cost N Y Tiny Small BRI/PRI Y Y Y N N Y Med/Lrg QSIG Y Y Y Y Y Y Large Digital Set Emulation Y Y Y Y N Y Medium PBX Wan Protocol Y Y Y Y Y Y Large PRI Is The Best Available in 3.0 2100 1159_05_2000_c3 35 © 2000, Cisco Systems, Inc. Features Expected to Work Across the PBX-CCM Link Feature PBX-PBX CCM-CCM Transfer Conference Y Y Y Calling Number Display Y Y Calling Name Display Called Name Display Call Pickup Groups Y Y Y Y Y Y Music on Hold Y N Camp-on Features Y N Operator Services Y N Y CCM-PBX Y (On Originator’s System) Y (On Originator’s System) Y (May Depend on PBX Configuration) Y* Y* N N (No Music When CCM Puts the Call on Hold) N N (Unless a Separate CCM Attendant Is Configured) * May require special configuration 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 36 Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 37 © 2000, Cisco Systems, Inc. Two AVVID Flash Cut Models (Telephony and Voice Messaging) A: PBX/VM to AVVID/uOne 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. B: PBX/VM to AVVID/VM 38 Flash Cut from PBX/VM to Ccm/uOne (Model A, Moving to uOne) uOne Gateserver VM System Call Manager Legacy PBX Cisco AVVID Network Legacy PBX/VM Relatively Easy 2100 1159_05_2000_c3 39 © 2000, Cisco Systems, Inc. Flash Cut from PBX/VM to CCM/uOne (Model A with VM Networking) Networked VM VPIM, AMIS-A or Proprietary Networked VM VM System Legacy PBX Legacy PBX/VM uOne Gateserver VPIM or AMIS-A Call Manager Cisco AVVID Network Must Use a Standard Voice Mail Networking Protocol (e.g. uOne AMIS-A in 5.0E) 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 40 Flash Cut from PBX/VM to CCM/VM (Model B) Digital Set Emulation (Most Common Type of PBX to VM Integration) Verify SMDI Support VM System SMDI 2100 1159_05_2000_c3 Analog Trunks Gateway Call Manager Legacy PBX Legacy PBX/VM VM System Cisco AVVID Network Must Convert VM to SMDI/Analog Interfaces Must Use VG200 or AT8 or Catalyst 6000 Gateway (Not H.323 gwy) Allows VM Networking 41 © 2000, Cisco Systems, Inc. Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 42 Three AVVID Migration Models (Telephony with Voice Messaging) A: The initial AVVID trial Simple, inexpensive to set up Functional except for AVVID MWI B: The enhanced AVVID trial C: The initial AVVID/uOne trial More difficult and expensive to set up Simple, inexpensive to set up Adds AVVID MWI functionality uOne does not network with VM 2100 1159_05_2000_c3 43 © 2000, Cisco Systems, Inc. Simple Migration PBX/VM— CCM (Model A) Voice Messaging System PBX Call Manager Gateway LAN Migration • Gives CCM users access to voice messaging as they migrate from the PBX • Relatively inexpensive to implement • No MWI for CCM users • Calls to CCM users will not receive personal greeting unless the workaround is used 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 44 Complex Migration PBX/VM-CCM (the Model A Work-Around) Voice Messaging 3001 Line Cards 2001 Trunk Card VM Pilot DN 4000 3002 PRI Gateway Catalyst LAN Call Manager Dummy DN 7002 2002 Trunk Card Complicated Administration PSTN PBX • Whenever a user is added on CCM (e.g. 3002), a phantom port is added on the PBX (here 7002 for 3002) • This number is configured for call-forward-all-calls to 4000 • Now all calls diverted out of CCM to VM forward via the respective phantom port; they will receive the appropriate mailbox greeting 2100 1159_05_2000_c3 45 © 2000, Cisco Systems, Inc. Migration from PBX—CCM Using One VM (Model B) Voice Messaging System SMDI Gateway Analog PBX Call Manager Gateway LAN Migration • Provides MWI for AVVID users • VM must support two PBXs simultaneously • Often requires that the VM system (and PBX) are converted to analog/SMDI (if “VM only supports one type of integration at a time”) • Requires administration effort as users are moved to CCM 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 46 Dual Integration (Required for Model B) • Sometimes necessary for migration or co-existence • SMDI is currently the only protocol that can handle this requirement • Lucent (Octel) 250/350 “can” talk to two systems simultaneously as long as integration type is SMDI • Supported by Lucent • Need to verify ability and support on vendor by vendor basis • PBX/VM conversion to SMDI may be required 2100 1159_05_2000_c3 47 © 2000, Cisco Systems, Inc. Migration PBX/VM—CCM/uOne (Model C) Voice Messaging System uOne Call Manager Analog PBX Gateway LAN Migration • Gives CCM users access to full CCM features as they migrate from the PBX • Relatively inexpensive to implement • No VM interaction between VM and uOne (until AMIS or VPIM networking) • DID trunks should be moved from PBX to CCM follow users 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 48 Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 49 © 2000, Cisco Systems, Inc. Company C Telephony Migration: Original Network Company C network characteristics: • Heavy reliance on VM networking • Less concern for voice features • Too many users to do in a weekend Octelnet Octelnet California California Campus Company C migration strategy: DCS+ San Jose: 15000 Users, 25000 Lines 2 Definity G3 4 Octel 350 • • • • • Move voice first, VM later Flash-cut field offices In San Jose, make all new phones IP Use a new DID block for IP phones Migrate existing SJ users later DCS+ PSTN Octelnet PSTN PSTN Larger Field Office: 300 Users, 400 lines 1 Definity G3 or Meridian1 1 Octel 250 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. DCS+ Chicago Field Office 50 Current California Topology Build-Up ‘133’ OctelNet to Remote Sites OctelNet 505 125 NXX 505 126 NXX Octel VM Octel VM 505 133 5000-9999 505 127 NXX Octel VM PBX Octel VM SMDI Link PBX CM 3.0 3-5123 DCS+ Link 3-5678 505 133-5000-9999 3.0 Call Manager Cluster PSTN 2100 1159_05_2000_c3 3000+ Users 51 © 2000, Cisco Systems, Inc. California Migration Strategy (Model B) Voice Messaging System SMDI Gateway Analog PBX Call Manager Gateway LAN Migration • Provides MWI for AVVID users • Often requires that the VM system (and PBX) are converted to analog/SMDI (if “VM only supports one type of integration at a time”) • VM must support two PBXs simultaneously • Requires administration effort as users are moved to CCM 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 52 Install Call Manager Cluster for Each NXX SMDI Link Octel Net 126 NXX Cluster OctelNet to Remote Sites 126 NXX 127 NXX 125 NXX 133 0000-4999 Octel Octel SMDI Link Octel Octel VM VM VM VM SMDI SMDI SMDI Link Link Link DCS Link 133 NXX Cluster PBX PBX PSTN 127 NXX Cluster 2100 1159_05_2000_c3 Basis for Existing User Migration 125 NXX Cluster 53 © 2000, Cisco Systems, Inc. Migrate PBX’s Out, Keep Octel Call Manager NXX to NXX Voice Path Primary Path—Via Campus IP Sec Path—Through PSTN if necessary 126 NXX Cluster Octel Net OctelNet to Remote Sites 126 NXX 127 NXX 125 NXX 133 0000-4999 Octel Octel SMDI Link Octel Octel VM VM VM VM SMDI SMDI SMDI Link Link Link 133 NXX Cluster S.J. Campus IP PSTN 127 NXX Cluster 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. SMDI Link 125 NXX Cluster 54 Smaller Field Offices: Flash Cut from PBX/VM to CCM/VM Digital Set Emulation (Most Common Type of PBX to VM Integration) VM System VM System Analog Trunks SMDI Gateway Call Manager Legacy PBX Legacy PBX/VM 2100 1159_05_2000_c3 Cisco AVVID Network 55 © 2000, Cisco Systems, Inc. Migrate Out PBX’s and Keep Octel Maintain Voice Mail Networking California North East Area Boston 4 Octel’s NY Charlotte 4 SJ Clusters Atlanta South East Area 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 56 Migrate to uOne by Theatre Maintain Voice Mail Networking within Administrative Areas Flash Cut VM Per Area/Operation California North East Area Boston 4 Octel’s NY Charlotte 4 S.J. Clusters Atlanta South East Area 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 57 uOne/Octel Networking Assumptions • Networked voicemail features are more important to Company C users than networked PBX features • Critical to keep administrative theatres networked (communities of interest) • Networking to California not as important • AMIS-A between California and theatres • VPIM when available 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 58 Staged Flash Cuts of VM (Octel) to uOne Flash Cut VM Per Area/Operation North East Area California Boston 4 Octel’s NY Charlotte 4 S.J. Clusters Atlanta South East Area 2100 1159_05_2000_c3 59 © 2000, Cisco Systems, Inc. Cut over California VM Last Flash Cut VM Per Area/Operation California North East Area Boston NY Charlotte 4 S.J. Clusters Atlanta South East Area 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 60 Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 61 © 2000, Cisco Systems, Inc. The PBX Billing Environment • Conventional PBX setup PBX logs to a CDR file or uses SMDR to external logging device Software can be owned/operated by PBX owner, or by postprocessing application/bureau • Used for departmental bill-back • Used for carrier billing check/reconciliation • Options for networked PBXs • Used for fraud detection 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. Lines Lines PBX Trunks 62 The AVVID Billing Environment • AVVID billing setup CallManager (or cluster) logs call records to the SQL database Billing partner’s software can interface to the AVVID CDR database • Offers all the features of PBX-based billing • With AVVID, there are more often on/off net WAN and networking considerations 2100 1159_05_2000_c3 63 © 2000, Cisco Systems, Inc. Billing: The Importance of Trunk Location Call Manager PBX Gateway PSTN LAN PSTN IP WAN • Tracking for external calls is more important than internal Because external calls cost real $ • In migration, the system (PBX or CCM) with trunks attached should track billing information 2100 1159_05_2000_c3 So billing is simpler if all trunks are on one system Depending on the PBX-CCM link, it may be difficult to track a call’s originator © 2000, Cisco Systems, Inc. 64 AVVID CCM 3.0 CDR • CDR is now part of the SQL database (was a flat file in 2.4) • CDR is maintained across a cluster • If a call manager in a cluster fails, its call records are automatically closed • If the publisher in a cluster fails, other CCMs in the cluster continue to collect their CDR’s (and update the database) 2100 1159_05_2000_c3 65 © 2000, Cisco Systems, Inc. Current AVVID Billing Partners • MIND CTI • IntegraTRAK • ISI • Telemate.Net 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 66 Agenda • • • • • • • • • Concepts in Legacy Migration Management of Migration Projects Protocols and Interfaces in Migration The Basic Migration Topology Two Flash Cut Models (with Voice Mail) Three Migration Models (with Voice Mail) Migration Example: Networking Company Billing Other Aspects of Migration 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 67 Power-Fail Resilience • PBX model: Centralized equipment in a switch room is backed up By batteries and inverter By short-term UPS By UPS and diesel generator 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 68 Power-Fail Resilience • AVVID model: equipment is distributed To back up phones, use line-power and local UPS in wiring closets To back up call managers, use local UPS For resilience to long-term outages, use a diesel generator 2100 1159_05_2000_c3 69 © 2000, Cisco Systems, Inc. Reliability-Backup Power (Simplest Solution) • A UPS powers the switch room equipment • In a power outage, lighting, Offices phones and data comms First Floor will not work (unless analog Cubicles sets are driven from and Floor gateways in the switch room) Switch-room • After a power outage, no Basement CallManager reload is required 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. UPS 70 Reliability-Backup Power (Comprehensive Solution) • A UPS powers the switch room equipment with a UPS with each floor-level switch • Provides power for voice and data comms through short outages (<20 minutes, • During a power outage, phones will work provided in-line power is used 2100 1159_05_2000_c3 Offices First Floor UPS Cubicles and Floor UPS Switch-room Basement UPS UPS 71 © 2000, Cisco Systems, Inc. Reliability-Backup Power (Long-Term Solution) • A UPS powers the switch room equipment with a UPS with each floor-level switch • UPS provides short-term power • Generator provides long-term power Offices First Floor UPS Cubicles and Floor UPS Switch-Room Basement Diesel Generator 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. UPS UPS 72 Reliability-PBX Redundancy Normally: • Redundant rectifiers • Redundant common equipment (CPU) • Redundant network switching cards • Non-redundant line and trunk cards • Non-redundant wiring and distribution • Non-redundant phones • Since trunks are redundant it is not usual to make trunk cards redundant • Worst case failure is if a line card fails (<16 phones fail) 2100 1159_05_2000_c3 I D F I D F Lines Lines PBX Trunks © 2000, Cisco Systems, Inc. 73 Reliability-AVVID Redundancy • Call managers will normally be redundant (possibly N+1) • If there is a main LAN switch, that may be made redundant • Other components are normally replicated, as they are distributed in an N+1 fashion due to the network design • Worst case failure is one of the floor-level LAN switches: Perhaps several tens of phones; or a trunk gateway: A large number of trunks may fail 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 74 Recommended Wiring Plan I D F I D F Offices First Floor Cubicles and Floor Lines Lines PBX Switch Room Basement Trunks Offices First Floor Cubicles and Floor Switch Room Basement Switch Room to Closet-10/100BaseT or Gigabit Ethernet Closet to Office-Catalyst 5 UTP 2100 1159_05_2000_c3 75 © 2000, Cisco Systems, Inc. Emergency Services • Enhancements can include: Provide ANI (calling number) with the call Alert local emergency response team Link to a database mapping ANI to location of the phone Special access code Maintain call even if the caller hangs up 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 76 E911 Services in the USA • Basic 911 (B911: not applicable to PBXs) • Enhanced 911 (E911: currently legally required only in the States of Illinois and Washington) • E911 provides 3 functions: When 911 is dialed from any phone, the call is routed to the public network (as 911) A call-back number is routed with the call. (ANI/PRI, or ANI/MF signaling on FGC CAMA trunks) Phone location information is provided to the Public Service Answering Point. (This is normally done by a database which maps location information (ALI) to the ANI provided) • AVVID complies with (1) using the normal route tables • AVVID complies with (2) using a PRI trunk (DT24+) • External equipment can be added to analog lines/trunks to support CAMA • AVVID complies with (3) by using an external database (see below) • Privacy features must not hide the calling number on 911 calls 2100 1159_05_2000_c3 77 © 2000, Cisco Systems, Inc. E911 Services in the USA Customer Site Gateway ALI Database Entry Public Network Voice Switches PRI PSAP (Public Safety Answering Point) ANI/ALI Database Modem Line/Internet Call Provides ANI Database Provides ALI Many Large Companies and Universities Also Alert Internal Security Offices on 911 Calls Some Large Companies and Universities Have Their Own PSAP, Manned by Security Personnel 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 78 Enterprise PBX to IP Telephony Migration Strategies Session 2100 2100 1159_05_2000_c3 79 © 1999, 2000, Cisco Systems, Inc. Please Complete Your Evaluation Form Session 2100 2100 1159_05_2000_c3 © 1999, 2000, Cisco Systems, Inc. 80 2100 1159_05_2000_c3 © 2000, Cisco Systems, Inc. 81