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SIP for the Enterprise

• henry.sinnreich_at_wcom.com

International SIP 03 Conference, Jan. 17, 2003
The opinions presented here may or may not be
those of my company
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SIP for the Enterprise Overview

• Global communications
• Lower cost new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

3
SIP for the Enterprise

• Global communications
• Lower cost new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

4
Global The Choices Using SIP
Snom AG
PSTN Switch
PSTN GWY
WorldCom Deltathree Denwa
Telia other
HotSIP
IPTel
Pingtel
Vendor solutions without public PSTN GWYs
Service Providers
3GPP
3GPP2
Many other SIP phones Also w. 802.11b coming
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Communications Service Providers

• Internet access
• IP VPN
• Gateway service to the PSTN
• Local, can be virtual (Telco emergency,
  free-phone, directory)
• Global
• Hosted communication services
• Centrex-like voice
• Beyond-voice communications Presence, IM, video,
  
• Collaboration
• Mobility
• ENUM
• other
• Edge services
• NAT/FW traversal
• QoS
• SLA monitoring
• Header compression

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SIP for the Enterprise

• Global communications
• Lower cost new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

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Telephony-style PBX/Centrex SIP Features

• Call hold
• (Un)Attended call transfer
• Call forwarding/unconditional
• Call forwarding/no answer
• Single line extension
• Call pickup
• Outgoing call screening

• Music on hold
• Consultation hold
• Attended transfer
• Busy call forwarding
• 3-way call
• Find-me
• Call park

Ref ltdraft-ietf-sipping-service-examples-02.txtgt
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SIP changes the assumptions about Cl.5 PBXs

• Parallel voice and IM/e-mail communications
  Attended transfer and consultation hold may use
  IM as a parallel communication channel,
• Wireless IP presence and location information,
• Use presence attributes for polite calls,
• Use presence for call-back,
• Use presence to set up ad-hoc conferences,
• Use PC with GUIs and 3pcc to invoke all features,
• Attendant work station becomes SIP telephony
  device,
• Voice mail becomes a component of unified
  messaging,
• Include cordless/mobile phones and devices,
• Extend enterprise communications with SIP
  mobility,
• Integrate video and data collaboration.
• New/changing communications and media for the
  enterprise makes PBX/Centrex just as starter
  service.

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Example of Unified Messaging
Caller is leaving a voice message
4 Called party does not answer
1 PSTN or mobile call
3 Call is forked to phone and to UM server
SIP NOTIFY MSG Waiting
3
VoIP Gateway
SIP Server
2
3
e-mail notification
UM Server
5 Message store takes call after 10s
Web retrieval and playback using RTSP
Message retrieval by voice
Legend Deposit voice mail Retrieve voice mail
via PSTN or e-mail/web
Unified Message Store
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Unified Messaging Handling Example
Voice mail, e-mail and fax in Windows Outlook
Ref http//www.inin.com/Products/CIC/features.asp
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Agent Softphone
Windows file paradigm GUI Windows for queued
calls, PBX functions and agents with availability
Ref http//www.inin.com/Products/CIC/features.asp
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SIP for the Enterprise

• Global communications
• Lower cost new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

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Enterprise User Scenario Example Four Basic
Profiles
Sally, Medical Device Sales Manager
Away
Home
Campus Meeting
Office
Network
DSL/Cable Modem
LAN
CDMA, GPRS, WLAN Hotspot
WLAN, CDMA, GPRS
PDA, Mobile Phone
PDA, Mobile Phone, SIP phone
Notebook PC, SIP Phone
Notebook PC, phone/mobile
Devices
Final touches to Powerpoint presentation,
conference call with System Engineer
Accessing contract on Exchange Server. Check
inventory on ERP
Planning next days activities with CRM email
calls
Responding to voicemail, checking email in
parking lot
Activities/ Applications
Courtesy Coldwater Networks
Average increase in productivity is 22
Ref NOP World Wireless LAN Benefits Study, Fall
2001
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Roaming Scenario
Walled Garden
Open Internet
LAN, WLAN hot spots and 3G wireless mobility
3G Wireless Coverage
Home WLAN
Hotel WLAN/LAN
Office LAN
Multi-mode Radio Card
Airport WLAN
Restaurant WLAN
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Value Mobility Across All Networks
SIP Mobility
CPE
Internet
Wireless LAN
Wireless Network GWYs
Presence Location SMS-IM Voice
SIM SIP chip for GSM phones
Wireless Networks
PSTN
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SIP Application Level Mobility

• Personal Mobility
• User is reachable under the same identifier on
  several networks, at several terminals, possibly
  at the same time.
• Service Mobility
• Ability to obtain the same services while
  roaming Services, personalized GUI, directory,
  dial plan dont leave home without it.
• Terminal Mobility
• Reachable by the same application layer specific
  URL, using dynamic acquired IP addresses.
• Pre-call, mid-call, recovery from disconnect.

Ref http//www.cs.columbia.edu/hgs/sip/drafts_mo
bility.html
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Personal Mobility
alan_at_wcom.com
alan_at_yahoo.com
yahoo.com
alan_at_wirelessnet.com
Reach Alan
alan_at_engineering.wcom.com
sip.wcom.com
tel[phone]_at_wcom.com
tel[phone]_at_mobile.com
tel[phone]_at_lec.com
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SIP for 2.5-3G 802.11.x wireless is quite
promising
http//www.microsoft.com/mobile/pocketpc/learnmore
/hardware/americas.asp
Sampled from two dozen products
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SIP for the Enterprise

• Global communications
• Lower cost - new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

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Leverage All Capabilities in Windows Messenger
Commworks SIP Network Gateway
Microsoft Messenger based on SIP

• 1. POTS Connectivity
• PC to phone
• 2. IP Communications
• Presence
• Text messaging (IM)
• Voice, telephony
• Video
• 3. Data Collaboration
• Whiteboard
• Application sharing
• FTP

Laptop and desktop become full communication
enabled Mobility with SIP for mobile devices!
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SIP for the Enterprise

• Global communications
• Lower cost - new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

Only the conventional apps shown here
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CRM SIP Functions
Private Branch Exchange (PBX) Automatic Call
Distribution (ACD) Interactive Voice Response
(IVR) Unified Messaging Web Interaction
Management E-mail Management Software Phone
Remote Connectivity Multi-Site Capabilities
Real-Time Supervision and Alerting Reporting
Call Recording and Monitoring Fax Services
Text-to-Speech and Speech Recognition Database
Connectivity Mainframe Connectivity Voice Over
IP (VoIP) Customization Predictive Dialing
Agent-Side Visual Call Scripting

• All CRM functions can be implemented as SIP
  network based software.
• Eliminate discrete circuit switched boxes
• PBX
• ACD
• IVR

Ref http//www.inin.com/Products/CIC/features.asp
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SIP for the Enterprise

• Global communications
• Lower cost - new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

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Placement of SIP Services
Depends on size of enterprise
All services can be hosted
Many services can be hosted
Some services can be hosted
Smallest size
Largest size
All services shown on slide 5
Gateway service Global communications ENUM Collabo
ration Mobility
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SIP for the Enterprise

• Global communications
• Lower cost - new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

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Are softswitches and IP PBXs alternatives to SIP?

• The proprietary IP PBX and softswitch are
  Internet unaware
• Telephony-voice centric PSTN PBX emulations
• Services are unavailable outside of
  enterprise/ISP limits
• Central control
• Proprietary closed systems
• Ownership risk There is no 2nd source for
• phones
• servers
• Ownership cost High for maintenance custom
  development
• No standard presence
• No standard mobility
• No integration with the web Info, application,
  transactions
• Single advantage Turnkey systems

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The Fallacy of Phone-Phone LD Bypass and Cl.5
Emulation

• PSTN circuit switching
• Quality is OK
• Lower cost per port
• Countless features, Centrex
• Works reliably
• Global PSTN
• Standards
• IN un-bundles services switch
• The softswitch and IP PBX are a step backward
  from PSTN, while lacking
• New services (Long list for SIP)
• Data
• Integration of voice and data

Screen capture as of 9/14/02 other telephone
switches found as well
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Strange Things Happen

• Strangely enough, avoiding the true shift to IP
  by emulating the circuit switch and its central
  control over IP is popular with many telephone
  network operators and they seem willing to spend
  significant investments in this area.
• In a similar manner, IT managers still seem to be
  willing to buy proprietary IP voice systems,
  without worrying about the cost and limitations
  further down the road.

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The IM Tower of Babel
The large IM providers MSN, AOL, Yahoo 2nd Tier
Jabber, other, everyone exercising XML or
Java Messaging software vendors 36 listed on one
site alone Specialized Customer Service IM, 3D,
video, avatars Host your own IM with Web
hosting Wireless/Mobile Services Various IM
systems SMS High price for micro data usage
shows user interest Wireless/Mobile Vendors
Wireless Village
The absurd path backwards of incompatible IM
systems The more incompatible IMs there are, the
less value each has This is worse the
pre-Internet mail systems used to be
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IM Security Risks

• Many executives and employees still use public
  unsecured IM
• IM logs can be a corporate hornet nest
• Eavesdropping, physical tracking
• Virus distribution
• Many IM cannot be scanned for viruses
• Undermines browser security
• Download prompts
• Agents for DDOS, Trojan horse, backdoor programs
• exercise remote control
• expose confidential data
• install other malicious software
• change files,
• delete files

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Requirements for Presence and IM

• Short List
• Global-Internet wide standards based
• Presence as generic event for all applications
• Same communication stack for all applications
• Same global routing infrastructure
• Same data sets and databases
• Same Servers
• Same UAs as for other media
• Same authentication, message integrity and
  privacy
• E2E, replay, DOS and other protections

Model and requirements RFC 2778, RFC 2779
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IETF SIMPLE WG I-Ds

• Session Initiation Protocol (SIP) Extensions for
  Presence
• An Extensible Markup Language (XML) Based Format
  for Watcher Information
• A Session Initiation Protocol (SIP)Event
  Template-Package for Watcher Information
• CPIM Mapping of SIMPLE Presence and Instant
  Messaging
• A SIP Event Package for List Presence

http//www.ietf.org/html.charters/simple-charter.h
tml
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SIP for the Enterprise

• Global communications
• Lower cost - new services
• Increased productivity
• Mobility
• Collaboration
• IT integration with communications
• Placement of services
• Dead ends
• Conclusions

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Conclusion The Value of SIP IP Communication
Services

• Higher service resilience than PSTN - proven
• Better voice quality than PSTN
• Multimedia Text, voice, video, data
• Mobility for all communication services
• Presence based services
• Integration of voice mail, e-mail, IM, SMS
• Multiple conferencing models and media
• Call routing heaven ENUM
• Secure communications
• User preferences and control for all of the above
• Integration with the Web
• Communication, information, productivity apps,
  entertainment, transactions
• Gateways to PSTN, mobile telephony, paging
  networks, ISDN, H.323, etc.
• 100 open standards based, multi-vendor
  interoperable
• Service development is easy and fast
• Bottom line Lowest overall cost

Ultimate 4-wire, no distortion, no noise, no
echo-tail, no freq dist, close to 4/8 kHz
bandwidth vs.3.1KHz PSTN