A presentation at Networkshop46, by Matthew Collins

1. SIP based
telephony
Matthew Collins,
Leeds Trinity University

2. >Drivers
>Old PBX system was very legacy and out of
support
>Reduce cost of calls and maintenance
>Timescale – January-August 2015
>Scope – 400 staff telephony users, around 600
numbers/endpoints
>Procurement – Capital tender via JANET TPS*
>Already Office 365 but not IM users
>Core requirement was telephony replacement
The Project

3. >Initial staff consultation via focus groups
>Audit of existing system*
>Developed the requirements and went to tender
>Business analysis of key functions
>Staff events and communication
>Parallel deployment of SfB and SIP trunks
>Desktop deployment and staff training
>Big bang deployment Summer 2015 –
After Clearing!
The
Process

4. Resilient
Solution
Architecture

5. >23 trunks active/passive on SBC
>Migration of payment card terminals to IP
>Analogue phones maintained for halls of residence
and emergency use*
>Analogue devices use SIP via VOIP switches
>Tested temporary numbering range with
SfB solution
>Number range ported
>15 minutes downtime during migration
SIP
Migration

6. >All the UC features
>Voice
>IM and Presence
>Conferencing
>Collaboration
>Office App and 365 integration
>Ubiquitous access
>Response Groups*
>Call queuing
>Agent groups
>Multi-level IVR
>Mobile clients
>Hybrid with SfB Online users
>Consumer Skype integration
Skype for
Business
Features

7. >Auto attendant or voicemail
>A lot of IVR options
>Any reception console
>Sophisticated call analysis
>Sophisticated contact centre features
>Automatic call distribution
>Skills based routing
>Queue monitoring
What’s not
included

8. >User adoption
>Complexity
>Devices
>User centric emphasis and call handling
>Presence
>Making Skype work for business processes
Challenges

9. Avoid a
Gru-some
experience

10. Before

11. After

12. Devices
Pros
•Rings
•Doesn’t need
PC
•Speakerphone
•Low cost
•Familiar
experience
•Need
managing
•PoE cost
•Call issues
•Complex
•Presence
depends on
software
integration
•Creates two
ways to
manage calls
•Reduces need
to use client
•Lower cost
•Low
management
overhead
•Doesn’t create
call issues
•Simple
•Portable
•Not all audibly
ring
•Needs PC on
Cons
Pros
Cons

13. Understand the demands you
will be placing on the users

14. >Empowers users to be able to manage their own
phone calls
>Puts them in control of call management
>Presence
>Unanswered calls
>Call forwarding
>Transfers
>Managing moves and changes
>They need to sign in and out
>They need to manage their contacts
>Unfamiliar and introduces error
A User
Centric
Emphasis

15. Presence

16. >Is affected by;
>Activity
>Idle time
>Outlook calendar – Busy/In Meeting
>Being set manually
>VOIP phone and soft client independently
>Affects;
>IM and Calling
>Direct calls – Rings unless DND
>Response group calls – Only rings
when Available
Presence

17. Call
Forwarding

18. Staff Survey
Responses
95% of responders said
they were capable of using
the new phone system
95% of responders
could search for
contacts
90% of responders
thought presence and
photos were useful
80% of responders
agreed that call quality
Is good
85% of responder said
that their choice of
device was suitable for
their needs
Around 60% of
responders could
transfer calls or setup
team-calling

19. >Validate your business processes against the way
Skype works
>Decide, can it work for us
>We made it work in most scenarios
>You will use Response Groups significantly
>You may need to redesign processes
Business
processes

20. >Choices users make, and their ability, will influence
if calls are handled effectively
>Design and configuration of Skype to support
business processes will influence if calls are
handled effectively
>If calls aren’t handled well…BIG problems!
In Summary

21. >Powerful features save time and add business value
>IM
>Presence
>Address book
>Flexible working from anywhere
>Low CapEx costs and OpEx savings*
>Potential
Benefits

22. Understand how Skype for
Business works in detail

23. >Understand the demands you will be placing on
the users
>Understand business units, and individuals,
requirements, processes and behaviours
>Understand how Skype for Business works in
detail
>Ensure the appropriate business analysis, design,
communication and training occurs
>Set expectation at all levels
>Really think about impact of device choice
>Put in place a plan for long term sustainability
and development
Best
Practice
Advice

24. >Understand the challenges earlier
>Earlier engagement with staff
>Consult with all business functions
>Consider a phased or pilot approach
>Plan how to better measure and realise all the
business benefits
What we
would do
differently

25. >Architecture and technology
>Migration to SfB Online or SfB 2019
>Teams
>Sustainability and development
>Realise the benefits of the UC features
>Enhance communication for students
>Ensure continuous improvement
Future

26. Except where otherwise noted, this work is licensed under CC-BY-NC-ND.
Matthew Collins
Infrastructure Specialist (and Project Manager)
m.collins@leedstrinity.ac.uk
I have been…
Leeds Trinity University

27. Any questions? /
Thank you