EXTENDING ENTERPRISE PBX/VOIP SOLUTIONS WITH MOBILE DEVICES
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Extending Enterprise PBX/VoIP
Sol tions With Mobile Devices
Solutions De ices
Bill Caraher - CIO
von Briesen & Roper, s.c. – Milwaukee, WI
Kevin
K i JJ. Sullivan
S lli - Director
Di off TTechnology
h l
Cohen & Grigsby, P.C. – Pittsburgh, PABusiness Communications Trends More Business is Conducted Outside a Traditional Office Increasingly mobile, collaborative, and virtual workforce 41% of US workers spend 20%+ of their time away from primary work space 1 23% of enterprise workers in 2012 in NA will be all mobile 2 Device & Application Proliferation 28% % off employees use their mobile phone as the primary work phone 3 Harder to Reach Workers & Maintain Business Communications Continuity Daily, 36% of employees can not reach a coworker on the first try 4 Escalating Mobile Communications Expenses On average, wireless spend for US companies exceeded the wireline spend in 2008 5 1 Yankee Group 2 Gartner 3 IDC 4 Sage Research 5 In-stat
Challenges of Mobility Integration with
Enterprise
p VoIP/PBX
/ Systems
y
Increase p
productivity
y by
y enabling
g effective collaboration
anywhere at any time
Contain mobile costs with predictable OpEx while delivering
measurable ROI
Maintain communications security
Keep up with the proliferation of mobile devices
Give workers a single identity, number, and mailbox
Confusing Solutions and Options – So many choices, hard
to decide which system is right for your situationCohen & Grigsby Case Study • Needs Analysis – Receptionists – Attorneys/Other Professionals
Receptionist Needs
• Portable phone to carry while maintaining
conference rooms
• Choices
– Inexpensive DECT 6
– Ascom/Polycom
A / l wifi
f as Sh
Shoretell Extension
– Cisco wifi as SIPInexpensive DECT 6
• Pros
– Inexpensive, easy to setup, familiar
• Cons
C
– limited range, need to use "star" key combo to
t
transfer,
f park, k etc.,
t limited
li it d battery
b tt lif
life, no user
directory, limited Shoretel feature supportPolycom/Ascom wifi
• Pros
– Fully supported, high quality, unlimited range,
programmable feature keys, dialing directory
• Cons
– Very
V expensive
i ffor fi
firstt phone,
h hi
highh resource
requirement, complex setup, unattractive form
factorCisco wifi setup as SIP
• Pros
– Less expensive on a small scale, unlimited range,
high quality, simple setup, programmable feature
keys, good feature support
• Cons
– More expensive than DECT, no dialing directoryOur Choice
• Cisco wifi setup as SIP
– After testing with DECT we moved to the wifi
option. User satisfaction with the DECT phone was
low. The Cisco wifi is a flexible option, not the
cheapest but very workable. User satisfaction is
high.Attorney Needs
• The attorneys need differing levels of access
and the ability to be reached when away from
their desk.
deskFind Me
• Allows caller to press the “1”
1 key during
voicemail greeting and have the phone system
try to contact attorney at their cell phone.
phone
Unanswered calls go back to the Shoretel
voicemail.
voicemailFind Me
• Pros
– No cost, Easy to setup, can be used selectively, can
be used with any alternate phone number.
• Cons
– Uses
U twot trunks
t k for f duration
d ti off call,
ll works
k for
f in-
i
bound calls only.Extension Assignment
• Incoming calls are immediately sent to the
designated number. The feature can be setup
to announce the caller-id and give the recipient
the option to answer or ignore. Unanswered
calls go to the Shoretel voicemail.
voicemail Great option
for working from home office.Extension Assignment
• Pros
– No cost, Easy to setup, can be answered selectively,
can be used with any alternate phone number.
• Cons
– Uses
U twot trunks
t k for f duration
d ti off call,
ll works
k for
f in-
i
bound calls only.Mobile Call Manager
• An app is installed on the mobile phone which
provides a data connection to the Shoreware
Server The user interface resembles the
Server.
desktop program and provides the feature set
supported by the mobile device.
device
• A call can be transferred, conferenced or
parked on the Shoretel system.
systemMobile Call Manager
• Unanswered calls go to the system voicemail.
voicemail A
call can be transferred, conferenced or parked
on the Shoretel system.
system
• User can also place outbound calls and have
them pass through the Shoretel system
system. The
recipient will see the caller-id of the firm.Mobile Call Manager • Pros • Provides most features of deskphone, can synch user'ss directory, visual voicemail, Full Shoretel user call history on mobile device. • Cons • Uses two trunks for duration of call, extra cost per license, supported phones are limited to most Blackberry and Nokia models, iPhone, and few HTC devices.
Shoretel VPN
• Home Worker option
• Shoretel phones have a built-in VPN client that
allows a secure
sec re connection back to the Shoretel
server.Shoretel VPN
• Pros
– Full support for all features, same phone set as
office phone.
• Cons
– Requires
R i proprietaryi t VPN concentrator,
t t can be
b
expensive in small implementations.von Briesen Case Study
• Needs Analysis
– Attorney Single Number Reach
– Attorney 4 – Digit Dialing from Cell Phones
– Take Desk Phone Calls & Seamless Transfer to Cell
– Take
T k Cell
C ll Phone
Ph Calls
C ll & SSeamless
l Transfer
T f tto D
Deskk
– Single Voicemail Boxvon Briesen
Briesen’ss Cheap & Easy Fix
• Call Forwarding to Cell Phones
– Attorneys can forward all calls at will to Cell Phone
– SSingle
g Number
N Reach Achieved
v
– Easy Feature Activation & No Learning Curve
• Limitations
– No 4 Digit Dialing
– No Transfer Between Desk & Cell
– No Transfer Between Cell & Desk
– Two Voicemail Boxesvon Briesen
Briesen’ss Choice
• Cisco Unified Mobility
– As part of the Cisco Call Manager Implementation,
Cisco Mobility was selected as the solution.
– System Implemented in 2008, Mobility did not
work initially due to Cisco product problems (early
adopter –yet Cisco Sales never mentioned it)
– Cisco Mobilityy redesigned
g in 2009 and re-
deployedCisco Mobile Collaboration Solutions
Mobile Phone Voice Over
Laptop Clients
Clients Wireless LAN
Cisco Unified VoWLAN IP Cisco Unified
Mobile Phones Personal
Communicator Communicator
VoWLAN on mobile
Cisco WebEx phones
Meeting Center
Cisco WebEx
Connect
Cisco IP
Cisco Mobile Communicator
SupervisorCisco Unified Mobile Communicator
S
Supported
d Features and
d Platforms
l f
Windows
FEATURE BlackBerry iPhone Nokia Symbian Mobile 6 SE
C rrent Version
Current Version 7.1
71 Version 7.1
71 Version 7.0
70 Version 7.0
70
Dial via Office DVO-R and -F DVO-F DVO-R DVO-R
Enterprise Call Logs ✔ ✔ ✔ ✔
Single Number Reach ON/OFF from ✔ ✔ ✔ ✔
mobile phone
Visual Voicemail ✔ ✔ ✔ ✔
Play Secure Voice Messages ✔ ✔ ✔ ✔
Presence Status ✔ ✔ ✔
Secure Text Messaging ✔ ✔ ✔
View Conferences and Join Audio ✔ ✔ ✔ ✔
A di Conference
Audio C f “Call
“C ll Me”
M ” ✔ ✔
Corporate Directory Search ✔ ✔ ✔ ✔
Features Subject to ChangeCisco Mobile 8.0 Architecture
Use Enterprise Applications Over WiFi On Your iPhone
Corporate
Within
WiFi
Enterprise
Access
Point
Unified
Presence Unity
(Q4 2010) U Connection
DMZ
Roaming
INTERNET
(VPN or proxy)
Unified IP Unified
Cisco Phones
Microsoft
Communications AD and
Adaptive Manager Exchange
Security
WiFi Appliance Unified
MP MeetingPlace
Access
Point
Enterprise and UC
ApplicationsCisco Blackberry Mobile Communicator
• Dial via office
• Mobile Presence
• Visual Voicemail
• Secure Text Messages
• View and join conference call
audio
• Turn single number reach
on/offCisco Mobile 8.0
Turn Your iPhone Into a Wireless IP Phone
• Voice over Wireless LAN / WiFi
• Voice
V i over VPN
• Call preservation when
exiting application
• Handoff to GSM / cellular
network
• Mid-call features
– Add, Conference & Swap calls,
Transfer, Hold & Resume,
Park & Recover
• Voice Dialing
• Business Visual Voicemail
• Business Directory AccessWebEx App
pp on iPhone
• Native client for iPhone
• View presentations, applications and
p with live annotations
desktops
• Integrated audio and web
conferencing on 3G or WiFi
• Attend a scheduled meeting on the
iPhone or join by meeting number
iPhone,
• View and chat with attendees
• Meeting Handoff: transfer a live
WebEx web meeting g from iPhone to
PC with a flick of a wrist
• Audio transfer from iPhone to an IP
phone with Single Number Reach
• Automatic Audio Rejoin - When audio
is dropped, WebEx will call you backBlackberryy Mobile Voice System
yBlackberryy Mobile Voice System
yBlackberry
y MVS v5.0 Integration
gvon Briesen
Briesen’ss Summary
• Cisco Unified Mobility
– Many Attorneys have Cisco Mobility Solution
– Resistance due to Authentication Wall
– Some Still prefer simplicity of Call Forward
– Additional
Additi l FFeatures
t will
ill d
drive
i more A Acceptance
t
– WebEx & Meeting Place Integration will Help
– Firm
F Migrating
M to more iPhones
Ph withh Verizon
V
– Apps on iPhone have better User Experiencevon Briesen’s Future Plans
• Cisco Unified Mobility
– New Office Plan will have full WiFi Coverage
– Fullyy Deployed
p y Mobilityy will allow Attorneys
y and
Staff to fully Roam the Office and Never Miss Calls
– Better Apps = More ROI because time keepers will
use them for better productivity
– Blackberry MVS not chosen. Blackberry devices
planned to be phased out in 2011 if iPhone goes
to Verizon’s networkYou can also read
