Results matching “sip”

The SIP Survey 2017


The survey's purpose started off (years ago) with a focus on SIP trunking and specifically, to document the most common issues that occur during SIP trunk implementations and what can be done to help mitigate these issues, if at all. Inputs are collected from vendors, service providers, integrators, resellers and also from small to enterprise clients from all around the world.   Download paper...

The SIP Survey 2017

From SS7 to 4G/LTE for Mobile Network Providers

Integrate, Migrate & Secure with Diameter Signaling and Session Border Controllers

SS7 is responsibe for the trusted hand-off of a mobile call or text from one carrier to another when such communications extend beyond the primary carriers' network to complete the call. 

For the last several decades, Mobile Network Providers (MNPs) and hundreds of carriers from around the world have relied on SS7 signaling networks to govern, route and transfer 2G and 3G calls between themselves.

As an administrative extension of the global telecom backbone, service providers and mobile operators from around the world are trusted with unfettered access. To this day and for the foresable future, most 2G/3G mobile calls are routed and exchanged between carriers via SS7 when roaming outside the preferred provider network

And although the majority of the world's largest carriers have started to migrate from 2G/3G to 4G/LTE (Long Term Evolution), MNPs must continue to support SS7-based switching and signaling for 2G/3G networks for the foreseable future.

The SS7 Security Gap

Telecom providers have long known about the security gap that occurs when mobile data travels aross unknown networks to complete a call that extends beyond the reach of the primary provider. When a call or text is sent from New York to London, for example, call control data is transferred or handed-off between mobile providers via the SS7 protocol. It is at the point of transfer that a security gap exists for professional hackers to hijack communications in order to obtain personal data.

Bridging the Technology Gap and Mitigating Security Concerns with Diameter Advanced Signaling

Advanced techologies are readily available to help mitigate the security risks of managing the exchange of 2G/3G calls on the SS7 network while simultaneously bridging the gap between legacy and advanced networks. 

MSPs are replacing their legacy technology with Diameter Signaling Controllers [DSCs] for advanced signaling. By doing so, MSPs are able to provide their mobile subscribers with a secure 4G/LTE call control experience across network boundaries.

Although the need for SS7 STPs (SS7 Signaling Transfer Point) to support 2G/3G networks will continue for decades, advanced DSCs provide the essential functions of centralized core and edge routing for the Diameter and SS7 protocol elements that are widely used in 2G/3G networks including all-IP, service-oriented IMS and LTE networks. 

DSC + SBC for a Robust & Secure Mobile Network Across Boundaries

By implementing a combination of DSCs enhanced with the integration of Session Border Controllers (SBCs) as deployed with carrier-grade Diameter and Session Border Controllers, such as those provided by Sonus Networks, MNPs can protect their legacy investments, minimize the security risks associated with SS7, and pave the way to provide their mobile subscribers with the most advanced, seamless and secure mobile commuications network - end to end, from anywhere to everywhere.

SBCs are purpose-built to deliver protection against Denial of Service (DOS) and Distributed Denial of Service (DDoS) attacks, In addition, SBCs provide interoperability, routing and other functions in a Session Initiation Protocol (SIP) network. Finally, an SBC must be able to support  thousands of sessions and broad signaling interworking to support peer connections with international operators for a secure data exchange.

This strategic deployment of advanced technologies for an enhanced and advanced 4G/LTE is an investment today that can be used in future all-IP Service offerings.

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Analysis & Report on SIP Survey 2016 as reported by 929 Technology Professionals from Around the Globe

Adapting Network Services Agreements to the Digital Age

Adapting Network Services Agreements to the Digital Age

No self-respecting network manager is trying to buy 20 year old technology - it's been a long time since I worked on an RFP for Frame Relay or ATM Services. And everyone knows that SIP trunking, Ethernet Access, and Hybrid WANs require different specs and pricing structures than the TDM services they are replacing.  

But even though it stands to reason that new services will also require some new contract terms, or at least a change in emphasis, I'm continually surprised by how often enterprise procurement managers - and their lawyers -- insist on obsolete clauses even as they de-emphasize or skip terms that are crucial in a digital world. 

I'm going to spend the next few weeks looking at this subject, and in particular on terms that (a) you can drop or de-emphasize; (b) you need to strengthen or add; and (c) were and are important, but need to change to keep doing what they are supposed to do.

We'll start with two provisions that are "poster children" what I'm talking about. 

For something to drop or trim, look at training.  For a quarter of a century large enterprise deals have included provisions to the effect that the vendor will provide in-person training for the buyer employees who will be administering the services --placing orders, dealing with troubles, reviewing reports, etc.  But in 2016 we do that through webinars and other forms of online education, so most of what used to be covered in a training section can be handled with a reference to adequate on-line tools and access to them by authorized user personnel.

Training in this connection is not the same as account support.  Unless you are spending tens of millions of dollars annually with a carrier, you can no longer expect to have a full time account manager supported by other full time personnel, all dedicated to making sure your services are running smoothly (and that you are buying more of them).  But it's still possible to get dedicated support, as long as you understand that "dedicated" doesn't mean devoted solely to you.  Having a dedicated billing manager, for example, means having the name and number of someone in the billing department who knows your account (and several others) and will usually be the first person you (and several other enterprise customers) deal with when you call with a billing problem.  Not perfect, but a lot better than a toll free number that you call, only to get a different person every time with whom you have to start over.

For something to add or strengthen, consider banning "click wrap" agreements. The emergence of on-line portals as the primary customer interface for network services has fueled the rise of truly awful terms that users agree to each time they one of their employees clicks "I agree" to access website content or functionality. The way this stuff is written, when a clerk or low level administrator clicks the button to place an order or report a problem they are agreeing to wholesale revisions to the master service agreement ("MSA") the parties spent weeks or months negotiating, including major changes to indemnification provisions and expansion of the right of the carrier to change the agreement unilaterally in the future.  

The way to combat this is through language in the MSA that says that click wraps cannot operate to amend the agreement, and language in the 'integration clause' that no amendment to the agreement will be effective unless physically signed by individuals expressly authorized to do so.  This has been a good idea for a decade, but in 2016 it's essential.

Next time we'll tackle remedies for non-performance, another area in which 2016 doesn't look much like 2006.  Stay tuned. 


Manage Your Potential SIP Trunking Pitfalls

In our recently published 2016 Webtorials State-of-the-Market Report discussing Unified Communications (UC) and Session Initiation Protocol (SIP) Trunking, we found that UC continues to gain momentum, with a major shift toward UC solutions that are being implemented using SIP. Most SIP deployments (54%) are justified with expected cost reductions, and those who deployed SIP have seen an average of 35% savings compared to their legacy solutions.  The research also pointed to a growing number of multi-vendor UC solutions vs. the single-supplier model.

Still, 32% of respondents have also considered the added features to be an important driver for the business case, and 5% even said that their reasons to embrace SIP were mostly all about the added capabilities.  SIP's support for voice and audio featured prominently in the SIP use-case, followed by desktop video support, messaging, and presence services.  

Important considerations when deploying SIP trunks

As with most business decisions, the case for SIP also has some potential downsides that, if managed carefully, should not deter SIP's inertia.  The first issue that may come up is voice quality and overall quality of service when compared to the rock-solid performance delivered by POTS (plain old telephone service.) Because voice traffic is shared with other traffic on an IP network (whether a public or private IP network), network performance factors like congestion and packet loss can degrade voice quality.  

Fortunately, managing voice quality is one of the easiest issues to solve provided the enterprise and service provider networks use appropriate performance monitoring and management tools.  Since the quality of service (QoS) can be affected at many points along the call path, it is important to monitor and manage each possible degradation point.  For example, the session border controller (SBC), responsible for negotiating call set-up, QoS designations, and codec assignments, is one possible failure point. 

In another case, network bandwidth may be overwhelmed or the physical media may be faulty, causing congestion or packet loss.  These potential failure points also exist with traditional POTS trunk lines, but the diverse routing available to IP voice calls adds to the usual management complexity of a traditional time division multiplex (TDM) T1/E1trunk.  The performance tools selected should help mitigate the problems in both the IP network and the physical media layers, including the trunks that connect to the outside world along with the internal network components.  

Another potential downside is how to manage the complexity of a SIP network that manages full-scale UC applications.  The introduction of many new features is a welcome SIP benefit, with the integration of voice, video, and messaging onto a communal network protocol supporting "any device, anywhere, any time."  This complexity increases when multiple vendors are added.  For example, adding Cisco Jabber or Microsoft Skype for Business / Office 365 to a third party VoIP solution adds complexity to network performance and user experiences. 

Complexity is also increased when managing a network that includes legacy POTS and older Voice over IP (VoIP) protocols (like H.323) with SIP.   Many new SIP deployments will continue to carry some voice traffic on a previous generation of technology, so multi-protocol, multi-generational voice and UC solutions are common. Again, performance management tools, session border controllers (SBCs), and gateways are available to overcome this challenge; however, IT managers need to make sure that the performance management tools, SBCs, and gateways provide an integrated solution and that they don't interfere with the critical tasks that other network-control devices need to perform. 

The third key  element that must be managed in a VoIP or UC network is the allocation of server resources. Whether in the cloud or on the premise, VoIP and UC run on server technology, so classic management rules of computing (CPU), memory, and storage apply.  Making server technology just a bit more difficult than the days where purpose-build hardware was the norm, today's virtualization of computing resources can add to management headaches.   

The final potential issue is more a business-planning challenge than a network management concern.  SIP provides the common session control for voice, video, collaboration, and real time communications platforms like WebRTC.  The benefits and concern with SIP trunking are well understood for most; however, how to adopt the future features SIP will support is a bit more uncertain.  Consequently, any SIP deployments and attendant tools used for service management should be as future-proof as possible.  

Addressing the Potential Pitfalls

Because SIP trunks are provided by IP telephony service providers (ITSPs) that are then connected to premise-based VoIP and UC platforms, any approach to managing potential  challenges needs to monitor and, where allowed, manage both sides of the infrastructure.  ITSPs who offer a fully managed SIP trunk or managed UC service need to view beyond the interconnection with the premise-based UC platform.  
IT managers who choose to manage their own SIP trunks and premises equipment will need to also manage SIP trunk session control and performance parameters. If the ITSP doesn't allow for this then, at a minimum, the IT manager should have a management platform that can isolate faults within the SIP trunk.   

IT managers should choose a single integrated management platform that:
  • can address all the factors that can affect VoIP / UC QoS, including call signaling as well as media quality issues
  • reduce or mask complexity, and  
  • offers an integrated view of the VoIP and UC services and all of the supporting devices that can affect the services.  

In an ideal world, the management platform should also be able to correct faults before they happen.   Management and monitoring systems should also be able to pinpoint the trouble spot, and if automated corrective action isn't possible, the system should alert the responsible work group (e.g. ITSP, Network Operations) to address the issue.  

Conclusions

One thing is sure:  the broad deployment of SIP and SIP trunks is inevitable.  Carriers like AT&T and Verizon are already deploying SIP-based session control as they prepare to retire their legacy networks in favor of VoIP and VoLTE (Voice over LTE.) Most enterprise networks have VoIP deployments in place or have plans to do so.  Third-party cloud providers who offer VoIP, video, collaboration platforms, and WebRTC are also using SIP.  Performance management, interoperability, and security will only become more critical as SIP becomes more prevalent.



Thumbs up for SBCs: UC Security, Interoperability, and Performance in the Cloud
In this tech note, I'll pick up where we left off with my last discussion on public and private cloud services with some findings from our latest Webtorials research on Unified Communications (UC) and Session Initiation Protocol (SIP) momentum; a closer look at Microsoft Skype for Business (SFB) cloud services; and some issues that should be addressed in any cloud-based UC deployments. 

Webtorials State-of-the-Market:  2016 Unified Communications, SIP, and SBC Plans and Priorities

In our recent 2016 Webtorials State of the Market Report, we confirmed that UC continues to be on a roll, with a major shift toward solutions being implemented using SIP. Another significant development is a move from single vendor UC solutions to multi-vendor UC solutions in the past two years.  

Among survey respondents, 35% plan to deploy cloud-based voice solutions in 2016 as an integral part of that multi-vendor deployment in 2016.  By comparison, 31% expect a premises-only solution by the end of this year, and 33% plan to have hybrid cloud/premise architectures.

On the "concerns" side of ongoing UC deployments, our research also found a pressing need for SIP session security, transcoding between VoIP-to-VoIP and VoIP-to-PCM calls, and call admission control.  These requirements topped the list for the features a session border controller needs to manage in a UC environment.  

Skype for Business Momentum and Plans

While we didn't report-out on specific UC vendors or service providers in our State-of-the-Market analysis, it is clear that Microsoft's Skype for Business (SFB) has infiltrated as a leading vendor of choice in multi-vendor architectures, and SFB is poised to overtake incumbent UC suppliers as a market share leader.  The SFB cloud-based alternative is especially threatening to legacy premises-based UC solutions as it continues to improve on functionality and as the SFB price per subscriber/seat continues to get more competitive.    
Microsoft offers a variety of cloud alternatives that incorporate SFB, Office 365, and bundles with both, including: 
  • SFB as a standalone service that includes premise-based IP telephony / UC services but relies on another service provider for PSTN connectivity. 
  • SFB services bundled with one of three Office 365 tiered feature sets: business, business essentials, and business premium. The tiers include options for cloud-based Microsoft Office products, email, cloud storage, and HD video conferencing. In some areas SFB includes the optional plans listed above, but it also adds PSTN connectivity. 

Managing Concerns for Cloud UC and Skype for Business

As we found in our research, UC users are concerned about how to manage security and transcoding, along with ensuring quality of service and providing support for mobile devices. Transcoding between all-VoIP calls and between VoIP and legacy systems was a particular concern with UC deployments, as was transcoding for video codecs and between a video call that includes an audio-only bridge.  

Unfortunately, the transition to a cloud service - whether from SFB or another provider, does not solve these security and transcoding issues without some additional measures.  In fact, the tendency to migrate gradually to a cloud service rather than a full-scale "rip and replace" strategy may exacerbate transcoding and security issues.  A multi-vendor or multi-generational infrastructure needs mediation between signaling systems, codecs, policy controls for users, and performance management.

Different cloud services also provide different levels of mobile device support and connectivity to wireless voice networks.  All top tier public cloud providers (including SFB) provide downloadable service apps that enable mobile devices to use a data connection for cloud service access with either a Wi-Fi access point or a service provider's mobile data service.  Some cloud providers support a seamless voice call handoff between Wi-Fi networks and the providers' mobile voice network. However, seamless roaming between voice over Wi-Fi and service providers' mobile voice networks is not always included, so calls may be dropped if a mobile user goes beyond the reach of the Wi-Fi network.   Mobile device users may also find fewer UC features supported than on a PC or laptop depending on the device type and the cloud provider's app.  

Typically, the most elegant solution to manage all of these concerns is to include session border controllers (SBCs) inside the cloud to manage security, session and call admission control, performance, and transcoding UC applications.  Because SBCs manage the sessions from end-to-end inside the domain it controls, even when controlling two different platforms, it is ideally suited and can manage all of these potential pitfalls when two different networks or platforms are connected.  Alternatively, a premises-based session border controller (SBC) can be used and may even be preferred to a cloud-based SBC when a premises-based UC platform is in place.   With Microsoft's incorporation of UC features into its Office 365 services, an SBC is as essential for this cloud service as with other UC platforms, including SFB.  

Conclusions

Cloud services or hybrid cloud-/premises-based planned implementations have overtaken what was the premises-only UC solution that dominated just two years ago.  Microsoft's SFB platform has contributed to this trend, and as Microsoft adds more features to its Cloud PBX service - especially with the Office 365 bundle and wider availability for native PSTN connectivity, SFB in the cloud will continue to grow in popularity.  However, just as with premises-based UC platforms, an SBC is critical to the security, interoperability, and performance of a cloud based UC infrastructure whether SFB, a public cloud, or a private cloud approach.  


Desk Phones vs Softphones: A Quick Guide to Different Needs in Different Scenarios

Today's work environment poses a complex reality. Depending on what type of workers you have and  what kind of seating arrangements they are in, the organization's needs for phones may vary. It may very well be that certain workers need softphones and headsets while others will need desk phones. And it is also likely that there will be a need for a mix of the two. In this guide, we present various scenarios that.organizations will likely encounter and which type of phone may be more relevant in those scenarios.

Different Scenarios May Require Different Types of Phones

So, which way do organizations go? Soft phones, Desk IP Phones or a mix of the two? In order to better understand, it's important to first to analyze employees' needs:


1. Sitting arrangements of employees
    Depending on the sitting arrangements of your workers, the needs may vary
 
  • Workers in the open space most of the time will require high level headsets with noise cancelation because of the noisy environment surrounding them. In such a case, you will use the headset either with a soft phone, desk phone or both, depending on your needs. "Hot desking" in the open space environment where workers may need to share phones is becoming an increasingly popular phenomenon. These workers may prefer to have their own personal.headsets for hygienic reasons.
  • In common areas, a desk phone is required because many people are using the phone and a.more robust and solid platform is needed. 
  • In a single-person office, the most convenient communication method may be on a speaker phone, rendering the desk phone the best option In a shared office space, using a speaker phone may bother the other person in the room. However, the choice remains whether a soft phone or a desk phone would be more appropriate and headsets can work with either option.
  • Road Warriors by definition need to have headsets and softphones as the desk phone isn't portable. Headsets for these workers will be sturdier, will have better noise cancelation and acoustics but will also be more costly.

2. Type of workers

  • High turnover workers - If your work staff tends to turnover relatively quickly, you may prefer a desk phone to reduce costs as new employees typically won't accept used headsets, while desk phones may be cleaned and transferred easily.

  • High Tech Savvy vs more Traditional or Young Guns vs Silver Foxes - For the most part, the younger and more high-tech savvy your workers are, the easier they will adapt to new technology. You may want to offer these younger workers the choice of a desk phone or a soft phone. However, for the .more traditional workers, desk phones are the path of least resistance. 
  • This human factor is a very powerful argument for the desk phone and market trends point to the fact that desk phones are still the preference of most workers and their employers. According to Michael Brandenburg, a senior Frost and Sullivan analyst, "despite the marketing and the ".promises of savings (of soft phones), the majority of enterprises are sticking with the desk phone Brandenburg's colleague at Frost and Sullivan, Alaa Saayed, says that the end users are the major driver in maintaining the desk phones and their resistance to softphones is stronger than the potential financial savings appeal to the IT and finance departments. 
  • A recent IHS (formerly Infonetics) Research report confirmed the trend in IP Phones. While softphones are definitely catching on and are on a modest upward trend, desk phones too continue to hold steady if not slightly rise. And in any event, desk phones for the foreseeable future will continue to have more than double the market share of softphones. 
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  • Consumer facing vs back office - Consumer facing workers such as bank tellers or medical staff, lawyers, etc. rarely would want to face their customers wearing headsets. If your employee is in the back-office with no interaction with the consumer, then please see the first section for the discussion about whether a headset or a desk phone is more appropriate.

  • Production Floor - (warehouse, factories, assembly lines these type of workers need a robust phone, and need to notice and hear the ringing of the phone while working in a noisy environment, sometimes without a desk. In this scenario, the desk phone is pretty much the required choice.

  • Executives - enjoy the bells and whistles and shiny buttons bigger (biggest?) screens and Boss Admin capabilities and high quality speakers. These can be found only on the desk phone.

  • Managers - May not need all the gadgets on the Desk Phone but most probably will require a desk phone with a sidecar and.speaker capabilities to have conferences in their rooms.
 
  • Receptionists - May or may not use headsets but they do need a robust device, one not dependent on the soft phone or the PC availability. So a desk phone is the likely choice for these.workers.

  • Secretaries - In addition to the needs of the receptionist secretaries will enjoy the benefits of Boss Admin capabilities.that they can gain only from the desk phone.  

  • Workers requiring shared lines (Nurses station, retail) - When  the shared line appearance is required, desks phones are the only choice.

  • Employees who need speaker phones - These workers will enjoy the benefit the speaker phone capabilities of the desk phone.

Technological Advantages of the Desk Phone

The above analysis demonstrates that in many scenarios there is no clear cut favorite between desk and soft phones, while in certain situations there is an obvious choice. 

Decision makers will need to take a good look at their organizational needs, the makeup of their workers, where they are located and how they function, in order to implement the most cost effective and efficient phone solution for their organization.

However, what is clear, both based on the existing market trends and the objective scenario-based needs described above, the desk phone will be the phone of choice in many situations.

With that in mind it's important to note that desk phones offer many unique features that make them very powerful and attractive. These include:

  • Manageability, zero-touch pre-defined installation platform, remote updates/configuration, with the ability to control all IP phone operations from a centralized location on-premises or in the cloud and configure groups of IP Phones according to the organization's customized needs. IT can easily control the quality as the IP desk phone is a dedicated hardware that is not affected by other activities on the PC/laptop. This is unlike the situation with the softphone where users complain about problems caused by shared allocation of resources when there is no real option for IT to assist. Also, with VoIP desk phones, it is easier for IT to control the network bandwidth and prioritize IP dedicated to voice.
  • No hidden costs - there are typically no hidden costs to deploying a desk phone, while there can ,be hidden costs for soft phones including: upgrading the PC, upgrading the NIC to support QoS, upgrading the headset to change from RJ9 to USB
  • Audio Quality, dedicated voice device, dedicated voice processing HW not sharing resources (PC network and CPU)
  • Durability, less susceptible to being dropped, stepped on, left in pocket and sent to the washer
  • Reliability, sturdy manufacturing
  • Availability, always available - shifting control on a PC renders making and answering calls on a soft phone less easy
  • Survivability, if the PC is unavailable, a desk phone call will stay connected and new calls can be made
  • Resiliency, using AudioCodes One Voice Resiliency (OVR) for the Skype for Business environment or Cloud Resiliency Package (CRP) for other Cloud services or IP PBX, IP Phones use the SBC/GW as a proxy to ensure downtime survivability and can terminate the calls to a PSTN or SIP trunk upon service outage.
  • Security, Separate VLANs - for security as well for Quality. Calls can be encrypted with TLS/SRTP 
  • Simplicity, simple 4 digit dial or speed dials instead of an uncomfortable search on a desk phone 
  • Continue Working During Power Outages -The desk phone will always be connected to the UPS so there is no fear of losing the ability to receive and place calls during a power outage. Desk (phones consume about 1.4W to 2.45W as compared to a single workstation (PC and Monitor) which consumes some 200W, translating into powering 80 desk phones for every workstation.
  • Desk phones aren't dependent on Operating Systems while softphones will be competing with other applications for resources that can adversely affect audio quality. Additionally, limited bandwidth and QoS settings from the PCs NIC port can cause latency and jitter affecting audio quality.
  • No one is taking the desk phone home


What it Takes to Effectively Manage Unified Communications and Collaboration

Introduction

Unified Communications and Collaboration (UC&C) is the integration of real-time communications services such as VoIP, desktop video, broadcast video, telepresence, shared desktops, Webinars, and white boarding along with non-real time communications such as unified messaging, text and email. One of the factors that drives organizations to implement UC&C is the universal business requirement to increase the organization's productivity through more effective communications and collaboration. Many organizations also equip their contact centers with a UC&C solution so that they can leverage tools such as chat and video to improve customer satisfaction. To meet these business objectives, UC&C solutions must be continuously available and perform well when used by a company's employees and customers, independent of where they are located. 

The Challenge of Real Time Applications

The 2015 Application and Services Delivery Handbook contained the results of a survey in which the survey respondents were given an extensive list of management tasks and were asked to indicate how important it was for their organization to get better at each task over the following year. The management tasks that bubbled to the top are shown in Table 1.

UC&C1.JPG
The data in Table 1 indicates that in spite of the fact that real-time applications such as VoIP and video have been widely deployed for years, managing the use of real-time applications is both challenging and something that IT organizations recognize that they must get better at. A major reason why managing real-time applications is so challenging is because the performance of these applications is very sensitive to relatively small amounts of delay, packet loss and jitter. The struggles that network organizations have with effectively managing VoIP highlight the fact that managing a complex solution such UC&C, which has a significant real-time component, is very demanding.

The Challenge of Complexity

A report that was written by the Economist Intelligence Unit entitled The Complexity Challenge: How Businesses are Holding Up discusses how business complexity is growing and the negative impact that is having on the business. That report also discusses the relationship between business complexity and IT complexity. For example, the report states that "Simplifying information and communications technology (ICT) systems is the most popular initiative to tackle complexity in business."

The conclusion of the report by the Economist Intelligence Unit that complexity has a negative impact is something that is well understood by IT organizations. As UC&C has evolved it has become increasingly feature rich. An unfortunate side effect of that evolution is that, as shown in Figure 2, UC&C solutions have become complex. The complexity shown in Figure 2 is further exacerbated by the fact that in many cases, the solutions that comprise a UC&C solution are based on products and services from multiple vendors and are nearly always delivered to endpoint devices such as laptops and smart phones that have been acquired from several vendors. In addition, these solutions are usually delivered over networks provided by multiple communications service providers.  

UC&C2.JPG
The Management Solution

As noted, Table 1 highlights the difficulty of managing real-time applications. The remaining entries in the left-most column in Table 1 identify the key capabilities that are needed to effectively manage a UC&C solution.

Rapidly identify the root cause of degraded application performance

Part of the challenge that is associated with managing a UC&C solution is that vendor provided tools focus just on their technologies and typically they don't identify the underlying cause of performance problems. IT organizations need a common set of tools that can holistically monitor and troubleshoot each component of their UC&C solution, whether that component is a user facing service such as voice, or an enablement service such as DNS. These tools must focus on the factors that impact performance, such as QoS configuration errors or the degraded performance of RTP or SIP, and they must be able to function effectively in a multi-vendor environment.  

Effectively manage SLAs for one or more business critical applications and monitor the end user's experience and behavior

Not every organization provides a formal SLA for their UC&C solution. However, in virtually all instances the users of that solution have expectations of the level of service they will receive. As such, the majority of organizations have to manage an SLA for their UC&C solution, whether that SLA is explicit or implicit. As a result, the management tools for a UC&C solution must be able to provide flexible, business-relevant service level reporting as well as real-time dashboards with user-based service level alerting.  Also required are automated diagnostics and the ability to do effective troubleshooting by seamlessly drilling down into individual user sessions.

Identify the components of the IT infrastructure that support the company's critical business applications

Figure 2 highlights the wide range of functionality that comprises a UC&C solution. In order to effectively manage the performance of the UC&C solution, the network organization needs information on all of the components of the infrastructure that support that functionality. That includes understanding metrics such as the utilization of the network links that connect the servers. It also includes being able to monitor less obvious components of the infrastructure such as enablement services like LDAP, DHCP and DNS.

Obtain performance indicator metrics and granular data that can be used to detect and eliminate impending problems

In order to reflect the user's experience with a UC&C solution, the management tools must be vendor and service provider agnostic and must be able to provide a common and consistent view of both the network and the UC&C-related services that ride the network. That means that these tools must be able to identify in real-time network impairments such as jitter, packet loss, latency and congestion, and predict their impact on end-user experience, for example, in the form of a Mean Opinion Score (MOS) value as described in ITU Rec. P.564.  

Call to Action

Network organizations are often told that they need to align what they do with the business. In most cases, that is difficult to do because the work performed by network organizations is not visible to business managers. UC&C is an exception. UC&C solutions are very visible as is their impact on employee productivity and customer satisfaction. As a result, if managed well a UC&C solution helps to demonstrate the business value of the network organization. Unfortunately, if not managed well, the same UC&C solution will tarnish the perceived value of the network organization and it will encourage business unit managers to seek alternative solutions even if that means bypassing the internal network organization.

While not a requirement, network organizations should start to plan for how they will manage a UC&C solution at the beginning of the process of rolling out that solution and that planning should ensure that the solution contains all of the capabilities described above. One advantage of starting to plan for managing a UC&C solution at the beginning of the overall selection and implementation process is that this approach increases the probability that the UC&C deployment will be regarded as being successful. Another advantage of this approach is that it is often easier to get the resources that are necessary to manage a major new solution such as UC&C if those requirements are part of the initial discussion of the solution and its business value.



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