January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Success is all in the planning Paul C Cissel, CEO, Internet & Telephone, LLC

January 23-26, 2007 Ft. Lauderdale, Florida Introduction –What we will review Installation Types Process –Site Discovery –Design –System Order –Implementation –Training Cutover Sign-off

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Installation Types –Full Installation at New Facility Can be fully cut and live prior to move in (Parallel Cut) Training logistics must be considered Phone numbers will have to be moved to new trunks –Full Installation at Existing Facility Trunks will have to be moved to new system (Hot Cut or Flash Cut) »(continued)

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Installation Types –Incremental/Phased-in Multi PBX Installation Evaluation Systems VOIP Expansion to Legacy PBX with Tie Lines Remote Site Deployments Departmental Deployments VOIP Connectivity of Dissimilar Legacy PBXs –Disaster Recovery Installation Backup System (Mobile?) Continuity of Operations Deployment

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Processes –Discovery (Pre & Post Sales) Process –Design Process –Ordering Process –Implementation Staging Cutover –Acceptance Review checklist Note unresolved problems, request & change orders Signature

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Discovery Process –Verify/certify the Network (LAN/WAN) Utilize the OSI Open Systems Interconnect model Certify wiring Certify hubs, switches and routers Certify PC’s; especially if utilizing Softphones Verify speed and size servers (OS & MS Exchange) Review traffic packet patterns and congestion Establish Baseline –Document necessary items to bring Network into specification

January 23-26, 2007 Ft. Lauderdale, Florida OSI Model DATA UNIT LAYERFUNCTION Host Layers Data 7Application Network Process to application 6Presentation Data representation and encryption 5Session Interhost communication Segments4Transport End-to-end connections and reliability Media Layers Packets3Network Path determination and logical addressing (IP) Frames2Data Link Physical addressing (MAC & LLC) Bits1Physical Media, signal and binary transmission

January 23-26, 2007 Ft. Lauderdale, Florida OSI Visual

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Discovery Process (cont.) –Pre Walk through Documents Statement of Work System Requirements Project Contacts assigned Call/Voice Mail/Auto Attendant Process Flow Site Walk Workbook –Responsible parties –PSTN/Carrier dial plan, trunking and configuration (B8ZS,etc) –Voice Mail, , Unified Messaging –Paging, Music/message on hold, conferencing –List employee/extension/DID/phone/headset –System Design Diagram

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Discovery Process –Site Walk Through Collect and complete Site Walk Workbook Meet and develop rapport with site contacts Review Sales Order for additions Complete System Diagrams –System –Call Flow –Auto attendant/Voice Mail flow Set date for return and approval of Statement of Work

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Design Process –Delivery and Acceptance of Statement of Work On Customer Site or Conference call Present all data collected in a Statement of Work Make any additional modifications to document Get Signature –Document, Document and Document It is good for both the Vendor and the Customer –Have a Sole Point of Contact for the Customer and the Install Team

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Order Process –From signed Statement of Work –Submit Purchase Order; get arrival date –Schedule Training, Phone/headset/workstation deployment –Confirm Purchase Order and Shipment –Review Statement of Work/System Design with Sales and Implementation Team –Confirm Equipment Delivery to Purchase Order

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Staging Process –Confirm Equipment arrival with Order –Test devices prior to delivery to Customer Site –Install & Configure Hardware Devices –Finalize PSTN Line configurations –Freeze Change Orders –Deploy Configured System –Conduct Operational test

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Training –End Users –Receptionists –Administrators

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Cutover Process –Execute PSTN Line Cutover –Execute Cutover Plan –Verify All in working order Voice Mail Checklist Station/Phone Test Checklist Client Desktop Checklist –Acceptance Review checklist Note unresolved problems, request & change orders Signature

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Highlights –Document, Document and Document It is good for both the Vendor and the Customer –Utilize the OSI Model for Network Baseline –Keep Customer Completely Informed –Have a Final Sign Off on an Acceptance Form There has to be a finish line. –Be Onsite Day of Cutover Day after Cutover Week after Cutover Month after Cutover

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Disastrous Implementation Precipitated by: –Lack of Planning –Lack of Agreement –Inadequate Wiring, hubs, switches & routers –Under configured Server speed/Processor memory –Disk Space on Unified Messaging Server –Lack of Rapport with Client

January 23-26, 2007 Ft. Lauderdale, Florida Designing & Implementing Your IP PBX Successful Implementation Precipitated by: –Certified Network Infrastructure –Full and Complete Documentation –Properly set Customer Expectations –3 C’s (Constant Customer Contact) –5 P’s (Prior Planning Prevents Poor Performance) –Good Customer Rapport –Basic Understanding of Customers Business –HARD Finish Line-Customer Sign off