2. VoIP Professional Services Management Les Goldman Manager – Product Management Verizon

3. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 3 We all know what to do during some emergencies…

4. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 4 Don’t Use New Tools in Old Ways Unified Communications offer (require) new approaches: –Defining the application –Design implications –Ongoing management options Just as websites are more than electronic billboards… And mobile communications are more than “car phones”… IP Telephony is more than “IP dial tone”

5. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 5 An Evolving Business Environment Today *Nemertes Research, “VoIP and Beyond”, Network World, June 2007 Worker tied to deskVirtual workforce, in 83% of organizations* On-site MACs, users wait on ITRemote MACs, scheduled around end user PBXs are 99.999% reliableUC apps must be reliable too PBXs change infrequentlyConstant change, constant patching Corporate dictates user featuresEnd-user “consumerism” Enterprise must do it allMore flexible approaches with MSPs Yesterday

6. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 6 The Increasing Complexity of VoIP Network Gateway PSTN Phone T1/DSL Customer Premises IP-Centrex or Hosted IP-PBX LAN PSTN Phone Router/ Gateway Redirect Servers SIP Application Servers LAN SIP Phone IBM Voicemail Firewall SIP Phone Integrated Router/Firewall with QoS PBX Network SIP Servers Customer Premises Wi-FiHotspots PDA and Wi-Fi PBX – IP-Centrex – Mobile Roaming Customer Premises LAN Router/ Gateway Firewall IP PBX IP Phone IP PBX Laptop Mobile Enterprise WirelessNetwork Wireless LAN Hosted IP PBX Verizon Data Center Internet or Private IP VerizonSwitchnet

7. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 7 The Challenges of Supporting VoIP No longer “typical” network problem solving –Troubleshooting goes beyond typical network issues Hardware, network and application/configuration issues Problems can be solved but take significant time and specialized tools QoS and Call Quality issues Dropped calls Mobile phones and connections Softphones and integrated applications Result is often frustrating rounds of finger pointing Addressing new ongoing needs –MACs are simpler than “traditional” telephony implementations, right?

8. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 8 Balancing Business Objectives Administration is a full-time job Monitoring your network Administering your voice solutions Wearing a customer support hat Acquiring new skills To-Do List Resources Do you have ample resources to address what is becoming important to your business? Going Green Mobility/Remote Worker Solutions Industry and Location Consolidation Customer Service Requirements Legal and Regulatory Change

9. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 9 When to pull the alarm? “Often (companies) install the VoIP system with the full intention of managing it themselves. But after doing so for about 12 to 24 months, they decide to rely upon a third party to manage the infrastructure.” – Nemertes Research, 2007 * Source: ALINEAN, November, 2006

10. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 10 IT Maturity & the Role of the MSP Single point of Accountability Monitor Infrastructure End-to-End Enable Application Level Visibility and Control Application Level SLAs Handle Day-to-Day Firefighting Provide predictable cost Managed Services Provider Align IT with Business Objectives Deliver Services to Business Drive Innovation to Enable New Business Opportunities Manage Risk Use internal resources more efficiently Enterprise IT Department

11. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 11 User Maintained VoIP

12. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 12 VoIP with Partial Outsourcing

13. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 13 Outsourced VoIP Solution

14. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 14 End-to-End Visibility = Uptime Rapid Fault Isolation can save on average between 30 and 60 minutes of downtime per event. *LEC Automated Dispatch is limited to U.S. locations only Verizon Business “Expert System” – Rapid Fault Isolation (Subject of one or more U.S. patents pending) Visibility or Control Visibility and Control LEC PoP Customer Site M13-DS1 to DS3 Mux DS3-DS1 DXC Smart Jack Fiber Mux Router CSU/ DSU Phone PC Out-of-Band Router Dial Access Switch FR/Private IP/ ATM Internet Switch Fault Management Proactive Monitoring Verizon Remote Loop-Back Points Verizon ITS Test Points X Automated Dispatch to LEC Verizon Business PoP Edge Visibility and LEC/ Verizon E-Bonding MPLS / FR / ATM / Internet Network

15. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 15 Selecting an MSP… Ability to perform – history References Scope of capabilities Service Level Agreements Breadth of technology expertise Customer Enablement/Dashboard Strategic partnerships Disciplined change management process and methodology

16. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 16 Thanks for Your Attention!