VoIP Project Evaluation

Soldato
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For my final year project I am conducting an evaluation of a VoIP implementation of the large multinational corporation I am currently working for.

Obviously there are a number of approaches to evaluation and it's important I just stick to the one area as theres no way I can cover it all.

I'm currently considering the idea of evaluating wether the money spent (and still being spent) on the project was a sound investment.

Does anyone have any experience in conducting evaluations such as these or have specialities in this area, or infact des anyone have any other ideas for sectors to concentrate the evaluation on?

Any kind of help for general topics/questions to cover would be great.

Thanks :)
 
I'd be well interested in hearing your final report :)
We are nowhere near as big as the company you work for by the sounds of things.
We have 100+ staff here in the UK main office, around 8 in a satellite office.
In Atlanta we have around 15 and then the same again in a Hong Kong office.
We're just about to start the roll-out of a new phone system and we've decided VoIP is not the way forward.

Reasons such as no matter how much bandwidth you can make available for voice at either end of your "call" you're still limited by the x number of routers your call goes through and each of those routers not really giving your voice packets any kind of priority.
We've decided to stick with ISDN, although we do some routing between offices, so in effect all of the UK-US, UK-HK, US-HK calls will be free - however we appreciate that the QOS isn't going to be there - not until SIP gateways become mainstream.
 
stoofa said:
I'd be well interested in hearing your final report :)


Reasons such as no matter how much bandwidth you can make available for voice at either end of your "call" you're still limited by the x number of routers your call goes through and each of those routers not really giving your voice packets any kind of priority.

The whole problem with VOIP is getting carriers/ISP's to agree to get the QoS markings as it moves from one network to the other, otherwise there is no real point in using QoS. If you used a provider that had its own network to the places you had offices then VoIP is an ideal solution.
 
i would also like to hear about this i work for a very small company with only 5 tech'ys but we want to make our self look like a big company on the phone.
 
Mr Man said:
The whole problem with VOIP is getting carriers/ISP's to agree to get the QoS markings as it moves from one network to the other, otherwise there is no real point in using QoS. If you used a provider that had its own network to the places you had offices then VoIP is an ideal solution.

Personally i plan to impliment it interoffice so the ISP's will have nothing to do with it as we have leased lines between them.
When it does come it it i know of at least one phone company that will provide the service to bridge the IP calls on to the PSTN network with out involving an ISP.
 
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Thanks for the input guys.

What would you guys see as good topics to evaluate, and what sort of stuff, as mangement would you want looked at?

We have over 14,000 employees so it's qute big scale, which is why I ned to break things up a bit :)
 
Basher said:
Thanks for the input guys.

What would you guys see as good topics to evaluate, and what sort of stuff, as mangement would you want looked at?

We have over 14,000 employees so it's qute big scale, which is why I ned to break things up a bit :)

Really depends on how your users are grouped geographically, if you have a few big sites, the best way is to generally arrange a MPLS/VPN arrangement between your main and remote sites, that way you can have a contract agreement with the ISP managed VPN to prioritise your voip traffic, then you bridge it onto the pstn at the main site if calls are destined outside the company, expensive to implement but cheap to run from an expense perspective. If you got hundreds of small sites connecting to the main sites over leased lines, you can implement your own QOS, (usually diffserv/LLQ for Voip) The hardest solution is where you have lots of sites with an "internet" connection and people use voip in a skype fashion, where its very very cheap but very unreliable as the internet is best effort, without any agreement with the ISP for a managed VPN or VRF setup it can;t really do anything with your traffic.
Im a network engineer and spend most time doing this kind of stuff, but you can see from a basic diagram that with a MPLS/VPN setup you can do most things you could with leased lines, except with less cost at the trade of high technical need.

1125409467mpls_vpn.jpg
 
V-Spec said:
Really depends on how your users are grouped geographically, if you have a few big sites, the best way is to generally arrange a MPLS/VPN arrangement between your main and remote sites, that way you can have a contract agreement with the ISP managed VPN to prioritise your voip traffic, then you bridge it onto the pstn at the main site if calls are destined outside the company, expensive to implement but cheap to run from an expense perspective. If you got hundreds of small sites connecting to the main sites over leased lines, you can implement your own QOS, (usually diffserv/LLQ for Voip) The hardest solution is where you have lots of sites with an "internet" connection and people use voip in a skype fashion, where its very very cheap but very unreliable as the internet is best effort, without any agreement with the ISP for a managed VPN or VRF setup it can;t really do anything with your traffic.
Im a network engineer and spend most time doing this kind of stuff, but you can see from a basic diagram that with a MPLS/VPN setup you can do most things you could with leased lines, except with less cost at the trade of high technical need.

1125409467mpls_vpn.jpg

Hi thanks for the input but the solution is very much already in place. My job is to evaluate it, or certain sections of it.

What I am having trouble deciding is exactly which bits to evaluate and how. I am tempted to ask *** browad uestion of was the money well spent, but what topics should I cover under this heading and what information is relevant to evaluate given this subject?

Cheers
 
Lummux said:
Personally i plan to impliment it interoffice so the ISP's will have nothing to do with it as we have leased lines between them.
When it does come it it i know of at least one phone company that will provide the service to bridge the IP calls on to the PSTN network with out involving an ISP.

When you say you've got a leased line between your offices do you actually mean a Private Circuit?
We have leased lines at the end of each of our connections and of course these give us a 1:1 contention ratio.
However there are still numerous "hops" in place that are beyond our control.
Now if you've got a private circuit where your two sites are physically linked via cables then yes - VoIP would be perfect.
 
stoofa said:
When you say you've got a leased line between your offices do you actually mean a Private Circuit?
We have leased lines at the end of each of our connections and of course these give us a 1:1 contention ratio.
However there are still numerous "hops" in place that are beyond our control.
Now if you've got a private circuit where your two sites are physically linked via cables then yes - VoIP would be perfect.

hmm, thats not really an issue though, if you "lease" a line then its yours and the bandwidth is guaranteed as being yours, there are always extra hops involved such as the providers switching gear but thats transparent to the end user, at the end of the day if you buy a leased line, its your dedicated connection, you hardly ever get leased lines which go from one place to another without the carrier having to do any kind of switching.
 
Well that is the point - you've got no control on what happens between you're two ends of the connection so you've got no way at all of promising any kind of QOS.

Here at the main UK office I'm currently in the process of having a new leased line installed.
We're having a 45MB line put in of which we will be tiered to 8mb.
That is an 8mb leased line, 1:1 contention ratio.
8mb in each direction of bandwidth.
However that is only uncontended so far.

We could have the same in our US office, an 8mb leased line, 8mb of 1:1 contention ratio.
Perfect for VoIP?
A quick trace would indicate that any data flowing from the UK to the US will need to go through routers - there is no magic jump from the UK to the US network.
Unless each of those routers are going to give our voice packets priority then there is no QOS at all.
We could end up making calls with worse quality than two dial-up users using Skype.
Unlikely, but still more than possible.
Your connection to the Internet cannot guarantee anything in the world of VoIP and that is where the problem lies and certainly why we've just invested £25k in what is basically a phone system based on our existing ISDN lines.
We have the ability to move over to an IP system - the system is IP ready and a few box changes and we'd be set.
But right now I just don't see IP systems are really viable - I don't believe there is the return on investment available and you cannot offer the QOS management want.
 
stoofa said:
Well that is the point - you've got no control on what happens between you're two ends of the connection so you've got no way at all of promising any kind of QOS.

Here at the main UK office I'm currently in the process of having a new leased line installed.
We're having a 45MB line put in of which we will be tiered to 8mb.
That is an 8mb leased line, 1:1 contention ratio.
8mb in each direction of bandwidth.
However that is only uncontended so far.

We could have the same in our US office, an 8mb leased line, 8mb of 1:1 contention ratio.
Perfect for VoIP?
A quick trace would indicate that any data flowing from the UK to the US will need to go through routers - there is no magic jump from the UK to the US network.
Unless each of those routers are going to give our voice packets priority then there is no QOS at all.
We could end up making calls with worse quality than two dial-up users using Skype.
Unlikely, but still more than possible.
Your connection to the Internet cannot guarantee anything in the world of VoIP and that is where the problem lies and certainly why we've just invested £25k in what is basically a phone system based on our existing ISDN lines.
We have the ability to move over to an IP system - the system is IP ready and a few box changes and we'd be set.
But right now I just don't see IP systems are really viable - I don't believe there is the return on investment available and you cannot offer the QOS management want.

I think your getting confused with the definition of a leased line, a leased line is a point to point dedicated connection, where you sign an agreement, and the provider will dedicate 8mb or whatever bandwidth on that circuit, you are responible for both end points, the circuit will be switched somewhere in the "clould" but you won't see this. It is a strict point to point connection, you can implement any kind of qos you like. this obviously means that its distance limited usually within a county or where a single provider dominates, if the circuit stretches any further you have to get the 2 isps to agree to transfer it, I've got several leased lines here and they are start off at BT but end up at NTL because BT have no exhange or physical cabling at the B end.
Getting a leased line is usually the same as checking availability for broadband you have to make sure both ends can be installed because its a point to point solution.
If you have a leased line, it is exclusive to you only, thats why its so expensive
When you say "your connection to the internet" a leased line isn't an internet connection, its a physical connection between 2 end points and has nothing to do whatsoever with the internet.

If the distance is too far or a leased line is so expensive, people usually go for a frame-relay solution where a virtual circuit is established between 2 end points, although its switched through the providers cloud all over the place there are still 2 end points.

if you have a leased line which is going from the UK to the US then you have problems, unless you are a carrier or have billions of pounds its impossible to lease any of the fibre which goes under the sea, you cannot have a leased line which is intercontinental.

As far as voip over the internet, i've already said that most people with large scale Voip will get the provider to arrange a managed VPN service where they can use VRF to manage customer VPNs and prioritise traffic, and generally speaking a large organisation will have all their offices with the same provider. It all comes under SLA between the customer and the ISP.
 
Basher said:
Thanks for the input guys.

What would you guys see as good topics to evaluate, and what sort of stuff, as mangement would you want looked at?

We have over 14,000 employees so it's qute big scale, which is why I ned to break things up a bit :)

One of the obvious big things with Voip is the cost, some things you could evaluate are the following:


1.> Seperate Voice and Data costs, vs Converged costs

2.> Reliability of the converged network vs reliability of seperate voice/data

3.> Support requirements, do you have in house support or outsourced?

4.> The cost of support

5.> Cost impact of training inhouse staff

6.> Money saved since migrating to Voip


In the next 5 years seperate pstn networks will be pretty rare as voip will be the only cost effective solution.
 
Basher said:
Hi thanks for the input but the solution is very much already in place. My job is to evaluate it, or certain sections of it.

What I am having trouble deciding is exactly which bits to evaluate and how. I am tempted to ask *** browad uestion of was the money well spent, but what topics should I cover under this heading and what information is relevant to evaluate given this subject?

Cheers

It's quite a tough project for you to undertake, but i'd be looking at the following areas:
The money aspect - i would hope that the company has CBA documents by the truckload, so that question has probably already been answered. However, if you do go down this route make sure that you don't just concentrate on the cost of purchasing and installing the system itself: a good evaluation would take into account the "softer" aspects of the project, i.e. training for end users, producing documentation, the impact of the changeover on end users etc.

Productivity - has the system improved the personal productivity of the end users? Are they getting the full benefit of the system? Are they using the advanced features? Is the company leveraging the full benefit of the system or is it just a replacement for an old system? To me this track (or a smaller part of) has a lot more mileage than the straight "cost" question, and is less likely to have been done before (and hence more likely to make your project stand out).
 
Purely as a 'user' of the system being evaluated, I'd say it was a money rather well spent. They just have to implement it properly globally (cover all sites) and get the GED search / dial from search working ;) Seriously, if you want to ask a user of the system what their perception of it is, I'll volunteer myself.

Other than that I have no value whatsoever than that to add to this :)
 
Dont some companies use ISDN for their phone networks - I'm sure one of my old places had one ISDN line for data, and one for voice, and if one dropped, the other could be used to handle some data/voice for a short while, as a sort of backup, obviuosly with detriment to overall bandwidth.

If it was one network for all, what sort of problems would you have when everyone is using voip to call each other? how would that affect the network speed? what about calling external? that would be an extra cost shirly?
 
growse said:
Purely as a 'user' of the system being evaluated, I'd say it was a money rather well spent. They just have to implement it properly globally (cover all sites) and get the GED search / dial from search working ;) Seriously, if you want to ask a user of the system what their perception of it is, I'll volunteer myself.

Other than that I have no value whatsoever than that to add to this :)

Who do you work for? :)

I'd be interested in speaking to you as a user of the system.
 
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