Centrex or PBX : the impact of IP

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Title:

Personal Author:

Abrahams, John R.

Publication Information:

Boston : Artech House, 2003

ISBN:

9781580534970

Subject Term:

Internet telephony

Centrex telephone service

Added Author:

Lollo, Mauro

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000010019230	TK5105.8865 A27 2003	Open Access Book	Book	Searching... Unknown

A reference for those who are responsible for designing, upgrading and managing data networks to carry IP telephony (voice, video and data); or for those who need help in evaluating competing IP-Centrex and IP-PBX systems; or for those who need guidance in specifying the parameters for a service level agreement for IP-Centrex. The authors seek to enable you to estimate more accurately the time and resources needed to implement IP telephony in the organization. They describe the IP-Centrex option of having the telephone company take responsibility for the service delivery and they offer information for service providers on improving sales and marketing campaigns for IP-Centrex services.

Author Notes

John R. Abrahams received his M. Sc. in computer systems from Trinity College, Dublin, Ireland.

Abrahams is a consultant with TelSys Associates in Oakville, ON, Canada. He is also the author of ManagerÂs Guide To Centrex (Artech House, 1988).

050

Preface	p. xiii
Acknowledgments	p. xv
1 Introduction to Centrex	p. 1
Background	p. 1
Rationale for Centrex	p. 2
Virtual PBX Service	p. 4
Integration with On-Premise Switches	p. 4
Multiple Centrex Systems	p. 6
Investment in Centrex Software	p. 6
Development of Internet Protocol Centrex	p. 6
Blurring the Boundaries	p. 8
2 Internet Protocol Centrex	p. 9
Interactive Communications over Internet Protocol	p. 9
Layer 3 and 4 Protocols	p. 9
IP Telephony	p. 10
Interface Standards	p. 11
IP Centrex Configurations	p. 12
Hybrid IP-Centrex Service	p. 13
Trends to Full IP-Centrex	p. 14
Softswitch Characteristics	p. 15
Network Considerations for IP-Centrex	p. 16
Requirements for VoIP	p. 16
LAN Requirements	p. 18
WAN Requirements	p. 18
Deployment Strategies for IP-Centrex	p. 19
3 IP-Centrex Systems and Applications	p. 23
IP-Centrex Systems	p. 23
Alcatel	p. 24
Ericsson	p. 24
Lucent Technologies	p. 26
Nortel Networks	p. 27
Siemens ICN	p. 29
Cisco Systems	p. 30
Sylantro Systems	p. 31
Tacqua Systems	p. 31
Features and Applications	p. 31
Telephone Sets and Consoles	p. 32
Examples of IP Phones	p. 33
Attendant Consoles	p. 35
Wireless Capabilities	p. 35
Unified Messaging	p. 37
Speech-Enabled Call Routing	p. 38
Contact Center Applications	p. 39
Managed Networks	p. 40
LAN Considerations	p. 40
WAN Requirements	p. 41
Local Access Facilities	p. 43
Broadband Availability	p. 44
DSL Services	p. 46
Cable Modems	p. 48
Next Generation Wireless Services	p. 48
Extended Ethernet	p. 49
Summary of IP-Centrex Systems and Networks	p. 49
4 IP-PBX Systems and Applications	p. 51
Architectures for IP-PBX Systems	p. 51
Current IP-PBX Systems	p. 53
Alcatel	p. 53
Avaya	p. 55
Cisco Systems	p. 56
Verizon	p. 59
C & W	p. 59
Mitel Networks	p. 59
NEC	p. 60
Nortel Networks	p. 63
Siemens	p. 65
3COM	p. 68
Advantages of IP-PBXs	p. 69
Concerns with IP-PBXs	p. 71
Comparing IP-PBX Systems	p. 73
5 IP-Centrex: Prospects and Pilot Trials	p. 75
IP-Centrex Prospects	p. 75
Provincial Government Relies on Centrex Services	p. 79
Outsourcing	p. 79
Telephone Services and Systems	p. 80
Voice Messaging	p. 81
Distributed Contact Center	p. 81
Effectiveness of Centrex	p. 82
Technology Trial	p. 83
IP-Centrex Field Trials	p. 83
6 Evaluating IP-Centrex	p. 87
The Attractions of IP-Centrex	p. 87
Capital Costs	p. 87
Convergence	p. 87
Multiple Locations and Mobility	p. 88
Computer-Telephony Integration	p. 88
Unified Messaging	p. 88
Simplification of MAGs	p. 88
Local Access Cabling	p. 88
Inside Wiring	p. 89
Provider Infrastructure	p. 89
Provider WAN	p. 89
Concerns with IP-Centrex	p. 90
Operational Costs	p. 90
Stability	p. 90
Security	p. 90
Network Considerations	p. 91
911 Requirements	p. 91
Phone Power	p. 92
Broadband Connectivity and Call Processing	p. 92
Messaging and Directory Integration	p. 93
Financial Analyses	p. 93
Approximations	p. 94
Investment Period	p. 94
Inside Wiring	p. 94
Telephone Sets	p. 95
Single-Site Organization	p. 95
Distributed Contact Center	p. 99
Multisite Organization	p. 100
Summary of Analyses	p. 102
7 Implementing and Managing IP-Centrex	p. 105
Installing IP-Centrex	p. 105
Cabling Categories	p. 106
Guidelines for Implementation	p. 108
System Management	p. 111
Service-Level Agreements	p. 113
Purpose of an SLA	p. 113
Contents of an SLA	p. 114
Implementation of an SLA	p. 115
Importance of an SLA	p. 115
Personnel and Training Requirements	p. 115
Voice and Video	p. 116
Training Needs	p. 116
User Groups	p. 116
8 Marketing and Selling IP-Centrex	p. 119
Where IP-Centrex Will Win	p. 119
Effects of Centrex Tariffs	p. 122
Who Will Buy IP-Centrex?	p. 126
Enlarging the IP-Centrex Marketplace	p. 128
Reselling	p. 128
Application Service Providers	p. 129
Appendix A Useful Addresses	p. 131
Apparatus Vendors (Telephone Sets; Consoles; DSL Hardware)	p. 131
Centrex System Vendors	p. 132
Information Sources	p. 133
IP-PBX System Vendors	p. 134
Service Providers/Telcos	p. 135
Software Vendors (ACD, CTI, System Management)	p. 136
User Groups	p. 136
Appendix B Centrex Versus PBX	p. 137
"A New Look at an Old Debate"	p. 137
Background	p. 137
Is It Just Perception?	p. 140
But Which Is Better?	p. 140
Fifteen Points	p. 141
Appendix C Centrex Glossary	p. 145
About the Authors	p. 153
Index	p. 155

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Author Notes

Table of Contents