October 10-13, 2006 San Diego Convention Center, San Diego California Extending the Value of Your VoIP Investment to Business Applications

October 10-13, 2006 San Diego Convention Center, San Diego California Welcome Andrew Hunkins Founder, CTO and President of Unimax Systems Corp. Holds two patents in disparate data synchronization and authored the ECTF M.001 specification and coauthored the M.100 specification, two vendor independent standards for computer telephony application and server management Past chairman of the Board of Directors and president of the Enterprise Computer Telephony Forum (ECTF) Chair of the VoIP Consortium

October 10-13, 2006 San Diego Convention Center, San Diego California Welcome Agenda –Terminology –3 Telephony Truths Supporting Business Strategy Telephony Receiving Recognition What is Migration Really About? –Bringing the Truths Together –Putting the Power of Convergence to Work –Resources –Questions

October 10-13, 2006 San Diego Convention Center, San Diego California Terminology Setting Expectations –Convergence –VoIP vs. IPT

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Truths The Unspoken Truths –Telephony is a key to supporting business strategy. –Telephony administration doesn’t get the recognition it deserves. –Migration of telephony environments is more difficult than business executives realize.

October 10-13, 2006 San Diego Convention Center, San Diego California Supporting Business Strategy The Infamous “Killer App” –Improved business productivity –Enhanced customer-facing opportunities –Better customer retention Required Convergence Management Tasks –Testing –Troubleshooting, fault and performance management –Service assurance –Configuration management –Call accounting –Security management

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition Telephony Administration Doesn’t get the Recognition it Deserves

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition SecurityAccountingConfigurationFaultPerformance MANAGEMENT

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition 360° Model – Systems management is not just for “management” – Use as an assessment and installation tool – Leverage your IPT investment with an integration to other company processes and databases AssessInstall IntegrateManage

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition FCAPS under IPT –Provisioning software Synchronizes the billing database and corporate directory –Performance software Recommends provisioning changes to accommodate growth –Security software Detects abuse and triggers an automatic service freeze –Provisioning software Mirrors changes in group distribution lists into voice mail group distribution lists

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition Maslow’s Hierarchy –Evaluate existing tools serving each of the 5 FCAPS areas –Allow for exceptions, e.g. performance management for a call center –Look for drastic inequality React Manage Anticipate

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition Lifecycle –Introduce VoIP Begin Unified Administration planning prior to moving to IP Ask for Unified Administration in RFP –Sell Perform assessment Know the target network Establish urgency –Migrate Move data supporting existing business processes Reduce risk of failed or delayed implementations Make Unified Administration a new service

October 10-13, 2006 San Diego Convention Center, San Diego California Telephony Receiving Recognition Lifecycle continued… –Manage Maintain optimal performance Make systems management a better service with Unified Administration –Integrate Automate manual administrative tasks Personify the promise of IP Telephony

October 10-13, 2006 San Diego Convention Center, San Diego California What is Migration Really About? Considerations –Time It WILL take longer than you expect (for the first time) –Vendor offerings Recognize value of existing relationships Design assistance Project planning assistance Network assessment/validation Requirements review Software release coordination –Tips Pilot the entire system Upgrade first

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Returning to the Truths –Supporting business strategy Alignment with value Unified Administration –Deserving of recognition Needs acknowledgment Make the obvious obvious –Migration is difficult Consider partners Consider lifecycle Consider time

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Business Applications Real-time applications –Messaging & collaboration People-centric User-published & controlled Integrated Customizable Extensible

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Business Applications –Wireless access strategy Presence Detection Follow Me –Application development

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Business Opportunities –Disaster Recovery –E911 –Migration –Call Accounting support –Corporate Directory –Off-line Provisioning –Discrepancy Reporting/SLA –… and more

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Opportunity: Migration Cutover –Challenge: –Limited visibility into disparate systems –Limited technical resources –Limited timeframe –Solution: –Improved data visibility –Reduced errors –65% faster migration –Reduced business risk –Benefit: –Can leverage promises of IPT more quickly –Linked telephony to business strategy

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Opportunity: Automated Voice Mail Distribution Lists –Challenge: –10,000 national field sales employees –More than 1,000 lists –Rapidly changing list membership –Incomplete visibility and control –Disparate systems ownership and management –Solution: –Linked telephony with HR databases for improved accuracy –Simple Web interface for “ad-hoc” distribution list MAC work and reporting –Web interface to allow for flexible systems management –Benefit: –Improved communication with field sales force –Improved ability to respond to organization –Linked telephony to business strategy

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Opportunity: Disaster Recovery –Challenge: –Natural disaster interrupted services –Needed to maintain voice communications –Solution: –Identified capacity on remote voice mail systems –Exported data to populate on remote system –Managed systems remotely –Benefit: –Re-established communication with 2,150 employees within hours –Improved organization’s ability to respond to crisis –Linked telephony capabilities to service strategy

October 10-13, 2006 San Diego Convention Center, San Diego California Bringing the Truths Together Opportunity: E-911 –Challenge: –Protect staff and students –Resolve discrepancies between the E-911, IPT switch and PSAP data –Keep information accurate day-to-day –Validate data automatically –Solution: –Synchronized information –Automatic verification of information –Benefit: –Improved emergency response time –Linked telephony to service delivery

October 10-13, 2006 San Diego Convention Center, San Diego California Putting the Power of Convergence to Work Implementation –Consider more than one facet of convergence when extending your system. –Proper preparation is the key to success; but preparation is not just about networks! –Involve cross-functional teams –Look for partners who can help you –All lifecycle elements –“Day 2” administration –Align with business strategy –Track and report metrics –Communicate successes