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IP Telephony Architectural Alternatives

www.shoretel.com

Agenda
Alternative approaches to VoIP architecture Hitachi Consulting Case Study Premier West Bank Case Study Summary and Conclusion Appendix

Legacy Phone World Variety of Positives

Reliable
h Built on reliable OS, typically VxWorks h No moving parts, outside of fan h 7-11 year realistic life-span h Each site remotely survivable PBX VM ACD
Branch Office PSTN

Workhorses
h Phones had strong functionality
IP WAN

VM PBX
PSTN Headquarters Office

PSTN

ACD PBX

VM ACD

Regional Office

Legacy Phone World Host of Negatives

Each site is a silo unrelated to other sites Applications are expensive additions
h Unified messaging, desktop call control, ACD, etc. Branch Office PSTN

Management is per system, per site and usually outsourced

h Each new site multiplies the amount of management time h 3 PBXs, 3 VMs and 3 ACDs to manage

VM PBX ACD

Feature disparity between sites

h Reporting, phone portability, ACD applications, paging, etc. IP WAN

VM PBX
PSTN Headquarters Office

PSTN

ACD PBX

VM ACD

Regional Office

VoIP Solves Many Legacy TDM Issues

Applications are easy to add and can be shared Management is administered via a GUI or web interface Features are transparent between sites with centralized intelligence Components for an IP telephony systems are consistent
Branch Office PSTN

Gateway

IP WAN

Call Processor

VM
Gateway Gateway
PSTN Headquarters Office Regional Office

PSTN

ACD

Legacy Strengths Become VoIP Weaknesses

Centralized server with spinning media MTBF is less than 5 years (only some on real time OS) Centralized brains make remote survivability a substantive concern Limited intelligence in the gateway is sometimes an option True remote survivability requires a call processor in each site IP
WAN Branch Office PSTN

Gateway

Call Processor

VM
Gateway Gateway
PSTN Headquarters Office Regional Office

PSTN

ACD

Distributed Approach to IPT

Reliable, distributed call processing
h Safe from WAN, Router or gateway failure h Safe from call processor failure h Safe from LAN failure
Branch Office PSTN

Integrated applications, centralized or distributed Single system image Feature transparency, integrated automatically
IP WAN

PSTN

PSTN Headquarters Office Regional Office

Case Study: Hitachi Consulting

Situation:
h U.S. business and technology consulting division of Tokyo-based Hitachi Ltd. h 16 offices, 800 users across the United states h Leveraged TDM infrastructure until they could move green field opportunity h Parent company used Avaya as sole PBX vendor - but very labor intensive for management multiple systems!

I found myself managing 16 different phone systems.

--Michael Shisko, IT Director for Hitachi Consulting

Requirements:
h Powerful, user-friendly applications to support agile, real-time enterprise h Flexibility as people move between branches h Easy-to manage communications platform h No IT at remote sites; remote management h High reliability for client communications
San Francisco Seattle Portland Boston Denver Chicago WAN St. Louis Los Angeles Orange Dallas (2 offices) Houston Atlanta Philadelphia Edison Bethesda

Case Study: Hitachi Consulting

Solution:
Completed network assessment to ensure voice quality
h Utilizing QoS between offices to ensure traffic handling

Deployed ShoreTel to all 16 offices Key deployment configurations

h h h h h h Unified management console w/ Remote management 5 digit dialing across all locations Local phone numbers for each office with toll bypass b/w offices Desktop integration with QuickDialer leveraging Outlook plus inbound Caller ID Presence information between offices Office Anywhere support for mobile employees

Results:
$200,000 hard dollar savings annually
h h h h $80K LD savings and $120K maintenance and network costs Decreased IT management time from almost 1 FTE to only 10% FTE Clients reach consultants faster regardless of location Leverage shared receptionist from one location across all sixteen!

Decreased IT management time, travel and expense Improved organizational efficiency

When you include all IT expenses including required upgrades and installation costs, our recurring TCO has dropped by more than $200K per year.
--Michael Shisko, IT Director for Hitachi Consulting

Case Study: Premier West Bank

Regional bank serving southern Oregon and northern California
h 40 branches, 300 employees h Annual growth in excess of 30% h Premier West Bank focuses on ease of business relationship

Situation:
h Acquisitions resulted in hard to manage, mixed TDM infrastructure h Cisco VoIP deployment plagued by stability, quality issues for a year Tacoma Narrows Bridge

Requirements:
h Needed easy to manage infrastructure given far flung offices h Consistent dialing plan and presence information was key h Voice quality is paramount for customer calls

Case Study: Premier West Bank

Solution:
Head to head test of multiple vendors
h End users and IT both selected ShoreTel

ShoreTel system operational in 2 hours Outlook integration facilitates inter- site collaboration
h h h h Dial by name and Outlook screen pops very popular Unified messaging seamlessly integrates all sites Single management interface for all locations MACs now handled internally and quickly

Management time has decreased dramatically

Distributed architecture delivering increased reliability

Results:
Significant savings
h h h h h h h $100,000 savings on deployment costs Saving $3K - $4K monthly on long distance Saving $15,000 annually on maintenance Distributed architecture supports higher service levels Voice quality is better than toll quality Remote office management without travel Single view to all remote offices

The simplicity of ShoreTels management is drastic.

--Cameron Frasnelly, Network Manager for PremierWest Bank

Increased reliability

Decreased management time

In the past, a typical MAC could take us 3 days to perform now we do it in 3 minutes.
--Cameron Frasnelly, Network Manager for PremierWest Bank

Architect IP Telephony for Success

Reliable and scaleable distributed architecture Single system image with elegant system management Feature transparency, integrated automatically Lowest total cost of ownership Validated with customer satisfaction and references

Appendix ShoreTel Product Information

ShoreTel - Highest Customer Satisfaction 3rd Year in a Row

ShoreGear Voice Switches

Unmatched reliability and availability
h Embedded hardware devices
99.999% availability Real time operating system (no Windows) Flash memory (no hard disk)

h Call control distributed

No single point of failure

h Redundant network uplinks h Backup auto-attendant h Power fail transfer

ShoreGear-40/8 (40 IP, 8 analog) ShoreGear-60/12 (60 IP, 12 analog) ShoreGear-120/24 (120 IP, 24 analog) ShoreGear-T1 ShoreGear-E1

Modular and scalable

h Buy what you need, when you need it h No hardware breakpoints I thoroughly tested the ShoreTel system and can vouch for their reliability claims. The system is robust and self-healing. Kevin Tolly

Toll Quality Voice

h Dynamic echo cancellation, jitter buffering, lost packet handling h Wideband, G.711, ADPCM, G.729a

- Interactive voice quality of 4.7 (G.729a) and 5.0 (G.711) out of 5.0.

ShorePhone Line of Ergonomic Telephones

ShorePhone IP560 ShorePhone IP530
3 line, large back-lit display 8 function keys, 4 soft keys Speakerphone Silver or black aluminum 6 line (LED), large back-lit display 8 function keys, 4 soft keys Speakerphone Silver or black aluminum

ShorePhone IP210
1 line, 2 x 24 display 4 function keys Speakerphone Black aluminum

Executives, Assistants Professionals

ShorePhone BB24
24 buttons, no paper labels! Up to four units per 530/560 Silver or black plastic PoE power forwarding

ShorePhone IP110
1 line, 1x16 display 6 function keys One-way page Silver or black plastic

Staff
Standard Ethernet switch Standard IEEE 802.3af PoE Standard MGCP signaling

Lobby

Operators, Assistants