Extending Enterprise PBX/VoIP Sol tions With Mobile De icesSolutions With Mobile Devices

Bill Caraher - CIO von Briesen & Roper, s.c. – Milwaukee, WI

K i J S lli Di f T h lKevin J. Sullivan - Director of TechnologyCohen & Grigsby, P.C. – Pittsburgh, PA

Business Communications Trends

Increasingly mobile, collaborative, and virtual workforce 41% of US workers spend 20%+ of their time away from primary work space 1

More Business is Conducted Outside a Traditional Office

41% of US workers spend 20%+ of their time away from primary work space 23% of enterprise workers in 2012 in NA will be all mobile 2

Device & Application Proliferation% f28% of employees use their mobile phone as the primary work

phone 3

Harder to Reach Workers & Maintain BusinessHarder to Reach Workers & Maintain Business Communications ContinuityDaily, 36% of employees can not reach a coworker on the first try 4

Escalating Mobile Communications ExpensesOn average, wireless spend for US companies exceeded the wireline spend in 2008 5wireline spend in 2008 1 Yankee Group 2 Gartner 3 IDC 4 Sage Research 5 In-stat

Challenges of Mobility Integration with Enterprise VoIP/PBX Systems

Increase productivity by enabling effective collaboration

p / y

p y y ganywhere at any time

Contain mobile costs with predictable OpEx while delivering measurable ROI

Maintain communications security

Keep up with the proliferation of mobile devices

Give workers a single identity, number, and mailbox

Confusing Solutions and Options – So many choices, hard to decide which system is right for your situation

Cohen & Grigsby Case StudyCohen & Grigsby Case Study

• Needs AnalysisNeeds Analysis– Receptionists

Attorneys/Other Professionals– Attorneys/Other Professionals

Receptionist NeedsReceptionist Needs

• Portable phone to carry while maintaining Portable phone to carry while maintaining conference rooms

• Choices• Choices– Inexpensive DECT 6

A / l f Sh l– Ascom/Polycom wifi as Shoretel Extension– Cisco wifi as SIP

Inexpensive DECT 6Inexpensive DECT 6

• ProsPros– Inexpensive, easy to setup, familiar

• C• Cons– limited range, need to use "star" key combo to

t f k t li it d b tt lif transfer, park, etc., limited battery life, no user directory, limited Shoretel feature support

Polycom/Ascom wifi Polycom/Ascom wifi

• ProsPros– Fully supported, high quality, unlimited range,

programmable feature keys, dialing directoryprogrammable feature keys, dialing directory

• ConsV i f fi t h hi h – Very expensive for first phone, high resource requirement, complex setup, unattractive form factorfactor

Cisco wifi setup as SIPCisco wifi setup as SIP

• ProsPros– Less expensive on a small scale, unlimited range,

high quality, simple setup, programmable feature high quality, simple setup, programmable feature keys, good feature support

• ConsCons– More expensive than DECT, no dialing directory

Our ChoiceOur Choice

• Cisco wifi setup as SIPCisco wifi setup as SIP– After testing with DECT we moved to the wifi

option. User satisfaction with the DECT phone was option. User satisfaction with the DECT phone was low. The Cisco wifi is a flexible option, not the cheapest but very workable. User satisfaction is high.

Attorney NeedsAttorney Needs

• The attorneys need differing levels of access The attorneys need differing levels of access and the ability to be reached when away from their desktheir desk.

Find MeFind Me

• Allows caller to press the “1” key during Allows caller to press the 1 key during voicemail greeting and have the phone system try to contact attorney at their cell phone try to contact attorney at their cell phone. Unanswered calls go back to the Shoretel voicemailvoicemail.

Find MeFind Me

• ProsPros– No cost, Easy to setup, can be used selectively, can

be used with any alternate phone number.be used with any alternate phone number.

• ConsU t t k f d ti f ll k f i– Uses two trunks for duration of call, works for in-bound calls only.

Extension AssignmentExtension Assignment

• Incoming calls are immediately sent to the Incoming calls are immediately sent to the designated number. The feature can be setup to announce the caller-id and give the recipient to announce the caller-id and give the recipient the option to answer or ignore. Unanswered calls go to the Shoretel voicemail Great option calls go to the Shoretel voicemail. Great option for working from home office.

Extension AssignmentExtension Assignment

• ProsPros– No cost, Easy to setup, can be answered selectively,

can be used with any alternate phone number.can be used with any alternate phone number.

• ConsU t t k f d ti f ll k f i– Uses two trunks for duration of call, works for in-bound calls only.

Mobile Call ManagerMobile Call Manager

• An app is installed on the mobile phone which An app is installed on the mobile phone which provides a data connection to the Shoreware Server The user interface resembles the Server. The user interface resembles the desktop program and provides the feature set supported by the mobile device supported by the mobile device.

• A call can be transferred, conferenced or parked on the Shoretel system parked on the Shoretel system.

Mobile Call ManagerMobile Call Manager

• Unanswered calls go to the system voicemail A Unanswered calls go to the system voicemail. A call can be transferred, conferenced or parked on the Shoretel system on the Shoretel system.

• User can also place outbound calls and have them pass through the Shoretel system The them pass through the Shoretel system. The recipient will see the caller-id of the firm.

Mobile Call ManagerMobile Call Manager

• ProsPros• Provides most features of deskphone, can synch

user's directory, visual voicemail, Full Shoretel user s directory, visual voicemail, Full Shoretel call history on mobile device.

• ConsCons• Uses two trunks for duration of call, extra cost

per license, supported phones are limited to per license, supported phones are limited to most Blackberry and Nokia models, iPhone, and few HTC devices.

Shoretel VPNShoretel VPN

• Home Worker optionHome Worker option• Shoretel phones have a built-in VPN client that

allows a sec re connection back to the Shoretel allows a secure connection back to the Shoretel server.

Shoretel VPNShoretel VPN

• ProsPros– Full support for all features, same phone set as

office phone.office phone.

• ConsR i i t VPN t t b – Requires proprietary VPN concentrator, can be expensive in small implementations.

von Briesen Case Studyvon Briesen Case Study

• Needs AnalysisNeeds Analysis– Attorney Single Number Reach

Attorney 4 Digit Dialing from Cell Phones– Attorney 4 – Digit Dialing from Cell Phones– Take Desk Phone Calls & Seamless Transfer to Cell

T k C ll Ph C ll & S l T f t D k– Take Cell Phone Calls & Seamless Transfer to Desk– Single Voicemail Box

von Briesen’s Cheap & Easy Fix von Briesen s Cheap & Easy Fix

• Call Forwarding to Cell PhonesCall Forwarding to Cell Phones– Attorneys can forward all calls at will to Cell Phone– Single Number Reach AchievedS g N v– Easy Feature Activation & No Learning Curve

• LimitationsLimitations– No 4 Digit Dialing– No Transfer Between Desk & Cell– No Transfer Between Cell & Desk– Two Voicemail Boxes

von Briesen’s Choicevon Briesen s Choice

• Cisco Unified MobilityCisco Unified Mobility– As part of the Cisco Call Manager Implementation,

Cisco Mobility was selected as the solution.Cisco Mobility was selected as the solution.– System Implemented in 2008, Mobility did not

work initially due to Cisco product problems (early work initially due to Cisco product problems (early adopter –yet Cisco Sales never mentioned it)

– Cisco Mobility redesigned in 2009 and re-y gdeployed

Cisco Mobile Collaboration Solutions

Voice Over Wireless LAN Laptop ClientsMobile Phone

Clients

Cisco Unified VoWLAN IP Cisco Unified Mobile

CommunicatorPhones Personal

Communicator

Cisco WebExMeeting Center

Cisco WebEx

VoWLAN on mobile phones

Connect

Cisco Mobile Supervisor

Cisco IP Communicator

Supervisor

Cisco Unified Mobile CommunicatorS d d l fSupported Features and Platforms

FEATURE BlackBerry iPhone Nokia SymbianWindows

Mobile 6 SE

C rrent Version Version 7 1 Version 7 1 Version 7 0 Version 7 0Current Version Version 7.1 Version 7.1 Version 7.0 Version 7.0

Dial via Office DVO-R and -F DVO-F DVO-R DVO-R

Enterprise Call Logs ✔ ✔ ✔ ✔

Single Number Reach ON/OFF from ✔ ✔ ✔ ✔Single Number Reach ON/OFF from mobile phone

✔ ✔ ✔ ✔

Visual Voicemail ✔ ✔ ✔ ✔

Play Secure Voice Messages ✔ ✔ ✔ ✔

Presence Status ✔ ✔ ✔

Secure Text Messaging ✔ ✔ ✔

View Conferences and Join Audio ✔ ✔ ✔ ✔

A di C f “C ll M ” ✔ ✔Audio Conference “Call Me” ✔ ✔

Corporate Directory Search ✔ ✔ ✔ ✔

Features Subject to Change

Cisco Mobile 8.0 ArchitectureUse Enterprise Applications Over WiFi On Your iPhone

Within Enterprise

Corporate WiFi

Access Point

Unified

DMZ

UnityConnectionUU

Roaming

UnifiedPresence (Q4 2010)

Cisco Adaptive

INTERNET(VPN or proxy)

MicrosoftAD and

Unified Communications

Manager

Unified IP Phones

Adaptive Security

ApplianceWiFiAccess Point

Unified MeetingPlace

ExchangeManager

MP

Enterprise and UCApplications

Cisco Blackberry Mobile Communicator

• Dial via office

• Mobile Presence

• Visual Voicemail• Visual Voicemail

• Secure Text Messages

• View and join conference call audio

• Turn single number reach on/offon/off

Cisco Mobile 8.0Turn Your iPhone Into a Wireless IP Phone

• Voice over Wireless LAN / WiFiV i VPN• Voice over VPN

• Call preservation when exiting application

• Handoff to GSM / cellular network

• Mid-call features– Add, Conference & Swap calls,

Transfer, Hold & Resume, Park & Recover

• Voice Dialing• Business Visual Voicemail• Business Directory AccessBusiness Directory Access

WebEx App on iPhonepp• Native client for iPhone• View presentations, applications and

desktops with live annotationsp• Integrated audio and web

conferencing on 3G or WiFi• Attend a scheduled meeting on the

iPhone or join by meeting numberiPhone, or join by meeting number• View and chat with attendees• Meeting Handoff: transfer a live

WebEx web meeting from iPhone to gPC with a flick of a wrist

• Audio transfer from iPhone to an IP phone with Single Number Reach

• Automatic Audio Rejoin When audio • Automatic Audio Rejoin - When audio is dropped, WebEx will call you back

Blackberry Mobile Voice Systemy y

Blackberry Mobile Voice Systemy y

Blackberry MVS v5.0 Integrationy g

von Briesen’s Summaryvon Briesen s Summary

• Cisco Unified MobilityCisco Unified Mobility– Many Attorneys have Cisco Mobility Solution

Resistance due to Authentication Wall– Resistance due to Authentication Wall– Some Still prefer simplicity of Call Forward

Additi l F t ill d i A t– Additional Features will drive more Acceptance– WebEx & Meeting Place Integration will Help

F M Ph h V– Firm Migrating to more iPhones with Verizon– Apps on iPhone have better User Experience

von Briesen’s Future Plans

• Cisco Unified Mobility– New Office Plan will have full WiFi Coverage– Fully Deployed Mobility will allow Attorneys and y p y y y

Staff to fully Roam the Office and Never Miss Calls– Better Apps = More ROI because time keepers will

use them for better productivity– Blackberry MVS not chosen. Blackberry devices

planned to be phased out in 2011 if iPhone goes to Verizon’s network