Enterprise
Migration Was Moving At VoiceCon 2004
Back | (Part 2)
VOIP - NOT IF , BUT WHEN (AND HOW)
Everyone at the conference was in agreement about where
next-generation voice communications is going, but the challenge to the
enterprise is how to migrate gracefully and cost effectively from current
technologies. Several of the speakers described their different approaches
to the problem and it was clear that there was no one way that would work
for everyone. Some companies put in a VoIP-enabled network as a foundation
transport across all locations without any communication applications,
while others upgraded to a hybrid IP-PBX and selective VoIP networking for
installation of IP phones and communication applications.
A “Great Debate” pitted
Cisco against Nortel Networks as to what migration approach to VoIP is most
practical. Although Cisco VP Michael Frendo tried to characterize the hybrid
IP-PBX as trying to drive an automobile with a horse tied to the rear,
Nortel Network’s Phil Edholm endorsed the practical and cost-effective
approach of “graceful” and selective migration that can safely keep pace
with the still evolving technology.
One critical point that
everyone agreed about is the need to assess current or planned WAN/LAN IP
networking capacities to support voice applications. Just because voice can
now be treated as data, doesn’t mean that overall traffic capacity, Quality
of Service (QoS), and new security requirements for voice communications can
be supported by existing LAN/WAN data networks. In some cases, it may very
well be that voice applications will not necessarily share the same network
transport resources with other business processes, but they will still
benefit from common network management and ease of application integration
at the server level.
ORGANIZATIONAL
CONVERGENCE OF NETWORK IT AND TELECOM MANAGEMENT
Communications convergence will have an impact on how the enterprise will
manage the application technologies and support end users. Although there
was only one “birds of a feather” discussion devoted to this issue in the
program, several of the speakers in the formal sessions did make mention of
the challenges they encountered in migrating their telecom staff to a VoIP
environment.
The basic problem is that
telecom staffs no longer have to be responsible for a separate TDM voice
network and must instead work with IT data network staff that will support
enterprise voice communication application and device needs. On the other
hand, data network people don’t get involved with end-user communication
applications and device interfaces the way that telecom staff traditionally
do. So, it really means that the two groups have to work cooperatively
together. It also means that telecom personnel will have to learn more about
QoS and authentication requirements that will become important
considerations for both traditional voice and multi-modal communications.
All the speakers from
enterprise organizations indicated that they had converged organizational
responsibilities for both IP networks and voice communications, and they
were therefore able to insure that both the IT and telecom personnel worked
cooperatively together on all aspects of migration. They also confirmed the
need for retaining telecom skills in supporting voice communication
applications.
At the “birds-of-a-feather”
session, about a third of the attendees indicated responsibility for both
voice communications and IP networking. Some said that their end users were
mainly interested in retaining the same telephone services they currently
have. Their biggest challenge was in how to train telecom personnel to work
effectively in a VoIP/IP telephony environment.
IBM PRACTICES WHAT WE
PREACH
One of the more impressive user presentations was given by Fred Spulecki,
Director, Global Voice, Contact Center, and CRM Infrastructure, which is
within IBM’s Office of the CIO. Fred described IBM’s massive migration of
all their global voice communication applications to a VoIP infrastructure
as a precursor to converging their communication applications at over 1,500
sites in 160 countries.
This project, described as
“On Demand Telephony,” will migrate 400,000 phones attached to 900 TDM PBXs
via gateways to IP telephony server complexes around the world. This network
will also service the current 35 percent of IBM’s workforce who are mobile
or work at home. The key to their new communications network will be to
provide SIP-based presence for all forms of ad hoc contact and conferencing,
as well as unified messaging. However, IBM is dealing selectively and
cautiously with various providers’ “proprietary” SIP extensions to insure
maximum interoperability across their network
From an organizational
perspective, IBM has started shifting internal technical support
responsibilities for communication application integrations with a variety
of technology products. In addition to utilizing new VoIP data networking
skills, they still rely heavily on voice telecom expertise to deal with end
user needs in a converged environment. They have created a skill category
for a new breed of combined communication technical support that they call
“Application Deployment Specialists.” According to Spulecki, “This vertical
orientation took time!”
NO CONVERGED RFPS!
Although all enterprise communications may end up sharing the IP data
networks and integrate through SIP, we don’t see technology procurements for
converged communications ending up in a single, giant RFP. This was
confirmed in my discussion with Allan Sulkin, who led a workshop on RFPs for
an IP-PBX at VoiceCon. He agrees that each “communication application” will
have its own set of functional requirements that will be dictated by
enterprise management responsible for operational usage. However, we see
such requirements also including integration/interoperability capabilities
with other applications and devices, as well as QoS traffic demands for
voice or video on the shared IP network transport.
With the growing shift to
multi-modal user devices and interfaces, the next generation RFP that simply
asks if specific functionality is provided by the products will not be
adequate for evaluating the design of such critical interfaces. For this
reason, enterprise organizations will have to be prepared to do more
hands-on evaluations of all such functions from an end-user application and
device perspective.
SUMMARY: "DIFFERENT
STROKES FOR DIFFERENT FOLKS!"
The message is clear but the enterprise migration challenges for
communication convergence are still great. Every organization will have to
carefully evaluate how and when they will make their migration moves from
existing TDM networks and communication devices to the more personalized,
multi-modal communications of tomorrow. The communication world has become
more about software than hardware, which means that things can change a lot
faster. Traditional telephony has also become more “open” and with new
standards, there will be choices between “best of breed” and software
“suites” from the technology providers. The telephone is changing its spots,
so think about those desktop sets, PC softphones and wireless devices! Think
also about the new role for traditional telecom management. The final
challenge is up to each individual enterprise organization to start
realigning their operations to exploit the benefits of converged
communications. I always ask, “If the new technologies were all free and
simple to install, how will your enterprise be prepared to use and support
them?”
WHAT DO YOU THINK?
What do think your first migration step for communications convergence will
be? What kind of ROI will be most important for your organization? How will
you transform your telecom staff to support a VoIP environment? Do you feel
that a single provider for all communication applications will be better
than from multiple vendors? Send your comments to
[email protected]. You can also participate in our forums.
SURVEY OF ENTERPRISE
COMMUNICATIONS CONVERGENCE
The Unified-View has started a comprehensive survey initiative to track
the migration of enterprise organizations towards converged communications
management. The ongoing survey is accessible through CMP Media’s CommWeb
and is open to enterprise technology managers responsible for current
telephone or messaging communications migration to a converged network
infrastructure and multi-modal communication devices.
Participants in this study
will be rewarded with up-to-date perspective reports of the results of the
survey focusing on how enterprise organizations are selectively migrating
from their current communication technologies to support user needs for
enterprise-wide mobility and multi-modal communications.
To participate in this survey now, go to: http://cmp.inquisiteasp.com/surveys/e42wy8
and be sure to type in “TMC” as your Group Identification Code on the
first page.
Art Rosenberg and David Zimmer are veterans of the
computer and communications industry and formed The Unified-View to
provide strategic consulting to technology and service providers, as well
as to enterprise organizations, in migrating towards converged wired and
wireless unified communications. They focus on practical user
requirements, implementation issues, and new benefits of multi-modal
communication technologies for individual end users, both as consumers and
as members of enterprise working groups. The latter includes identifying
new responsibilities for enterprise communications management to support
changing operational usage needs most cost-effectively.
Considered
to be objective industry thought leaders, Art Rosenberg and David Zimmer
have been publishing their highly-acclaimed syndicated column on unified
messaging and unified communications for over four years to a worldwide
audience of consultancies, technology providers, service providers, and
enterprise technology managers. Both principals are popular speakers at
leading technology conferences and organized the first programs in the
industry focused on the subject of unified messaging/communications. The
Unified-View's website (www.unified-view.com)
is also considered to be a leading source for information on the evolution
of unified communications.
Copyright © 2004 The
Unified-View, All Rights Reserved Worldwide
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