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May 9, 2008
• Vol.30 Issue 19
Page(s) 28 in print issue
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Perform The Perfect VoIP Implementation
Tips To Make A Smooth Transition To VoIP In Your SME
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Jump to first occurrence of: [EVOLVE] [IP]
As VoIP architectures continue to mature, the opportunities for small and midsized enterprises to make the switch from traditional phone systems are widening. Yet regardless of the business size, VoIP brings with it a host of concerns that must be addressed to ensure an effective implementation. Even those highly experienced in IP-based technologies can find themselves struggling with architecture issues if they’re not in tune with the VoIP’s various complexities, but we’ve tapped experts to help sort out the pertinent implementation issues.
 Vendor Venture
According to Scott Kinka, senior vice president of network services for Evolve IP (www
.evolveip.net), vendor selection is a critical component of the VoIP implementation process. He recommends that managers do their research and consider a potential VoIP vendor as a long-term communications partner rather than a simple vendor.
Part of that research requires finding answers to several questions: Is the vendor’s platform secure, reliable, and scalable? Is the company financially secure with solid leadership? Does it bring any value to the table other than the VoIP service?
“Don’t be afraid to ask for references,” Kinka says. “Test the responsiveness of their customer support by calling to see how long it takes them to answer the phone or respond to email. This can be a valuable indicator of how quickly issues will be addressed and resolved.”
Devil’s In The Details
When it comes to implementing VoIP, failing to pay attention to details can lead to trouble, particularly at SMEs, where resource availability and expertise are at a premium. Michael Voellinger, telecommunications analyst for Telwares (www.telwares.com), says that successful implementation can be a mission-critical requirement for the business as a whole and can impact revenue if not correctly performed.
“The first tip I would suggest would be to check—and double-check—the network architecture and infrastructure you intend to use in terms of capacity and integrity,” Voellinger says. “Along the same lines, I would certainly urge the deployment team to make sure quality of service is configured correctly—things as basic as packet prioritization and as complex as the security mechanism you intend to use moving forward.”
In regards to network configuration, he recommends evaluating power requirements, particularly in terms of disaster recovery and outage situations, because the VoIP system is reliant on both Internet access and power access. In addition, robust testing should be included as part of the implementation process, possibly using a pilot location within the organization to determine the “real-world” ability of the deployment. However, Voellinger warns that one successful location does not determine success as a whole, so it’s wise to make several stops along the testing phase to regroup and evaluate the deployment’s integrity.
“When performed correctly, [evaluation and testing] are going to greatly reduce the complexity and opportunity for error as the deployment progresses. You’re likely tapping IT resources that are already handling many complex issues, and eliminating as many obstacles ahead of time as possible will help reduce the burden and opportunity for failure,” Voellinger says.
Four Sides To Every VoIP Story
To the uninitiated, VoIP architectures might seem simple from the outside, but they entail a wealth of components that work together toward a common goal. To understand what those components are and the roles they play, organizations should look at VoIP implementation from four angles, says Pierre Kerbage, president of Network Logistic (www.networklogistic.com), a value-added reseller of Zultys (www.zultys.com) equipment.
These angles include WAN (dial-tone requirements, SIP, T1/PRI, and connectivity to other locations, such as MPLS, point-to-point, VPN, etc.); LAN (wiring survey, switching survey, and QoS); instrument endpoint (phone and softphone choices); and applications (presence, chat, fax server ACD, find me/follow me, call record, etc.).
Don’t Forget Security
According to Bob Bradley, product line manager for security solutions at Sonus Networks (www.sonusnet.com), many security best practices for protecting general-purpose servers and desktops are applicable for IP-based voice products.
“IP PBX, voicemail systems, and soft clients that run on commercial operating systems, such as Windows, Linux, and Solaris, require the same hardening process as if they were systems being used for Web access, database, and email,” Bradley says. “Given SMEs are most likely limited in resources and personnel, the same IT personnel that maintain these other classes of systems can apply the same security practices to VoIP systems.”
To ensure the VoIP environment is secure upon implementation, Bradley recommends protecting the system from internal and external threats through a combination of security tools such as antivirus, NAC, and host intrusion detection on all internal systems. Additionally, a firewall should be used at the front end of the IP PBX external interface. 
by Christian Perry
Bonus Tips
Stick with the familiar. During the early stages of implementation, use “traditional” telecom practices when setting up connections, access, and services, says Bob Bradley, product line manager for security solutions at Sonus Networks (www.sonusnet.com). “For example, hard-wire an extension to specific network connections in the office instead of allowing employees to take their IP voice phone or soft client-enabled laptop and plug it in to any network connection. IP provides considerable configuration flexibility, but don’t try and establish a next-generation network [on] day one.”
Don’t bid farewell just yet. Although it might be tempting to dump your existing phone service as soon as your VoIP system is up and running, Scott Kinka, senior vice president of network services for Evolve IP (www.evolveip.net), says it’s best to wait until you’re certain that your existing phone numbers have been ported over to the new service. If you’re uncertain about the status of your numbers, ask your VoIP provider before taking action. |
Most Important Tip: Get Organized
Scott Kinka, senior vice president of network services for Evolve IP (www.evolveip
.net), says that the more organized an SME is before a VoIP implementation, the smoother the process will be. For example, ready to go should be details such as which direct phone lines map to which employees, the physical location of each employee and phone number/extension, fax lines that need to remain intact, and any call routing and forwarding rules that are in place.
Perhaps most importantly, Kinka adds, an organization should have its most recent telephony invoice available, as well as staff members themselves. “Since a VoIP implementation is reliant on your network, it is imperative to have your most knowledgeable networking professional, be it an employee or vendor, available to your VoIP vendor,” he says. |
Biggest Immediate Payback: Add Incremental Functionality
According to Michael Voellinger, telecommunications analyst for Telwares (www
.telwares.com), plenty of opportunity for payback lies in incremental functionality. “This can be in the form of ‘presence’ capabilities, allowing employees to be more accessible via multiple channels. This could also be in the form of pushing real applications out through the deployment, increasing productivity in certain pieces of the business as a whole,” he says.
While such functionality could certainly deliver quick payback, Voellinger warns that enterprises shouldn’t seek an immediate payback in TCO from the VoIP system as a whole, considering they have infrastructure costs, resources, deployment and project management, security, and other elements to consider. “VoIP is a long-term strategy and the direction of the industry as a whole. The timing is excellent to jump on the train, but for very functional reasons. If your CFO is looking for a three-month payback, it probably needs some careful evaluation in terms of setting expectations.” |
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