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Voip guide IP TELEPHONY POCKET GUIDE BY BARRY CASTLE nd Edition September ShoreTel Inc Stewart Drive Sunnyvale CA www shoretel com info shoretel com CTABLE OF CONTENTS Executive Summary Introduction Expectations and Desired Outcome Enterprise Voice System

IP TELEPHONY POCKET GUIDE BY BARRY CASTLE nd Edition September ShoreTel Inc Stewart Drive Sunnyvale CA www shoretel com info shoretel com CTABLE OF CONTENTS Executive Summary Introduction Expectations and Desired Outcome Enterprise Voice Systems Call Switching Processing and Signaling Line Interfaces Terminal Line Cards Trunk Line Interfaces Trunk Features Traf ?c Calculations Cabling Basic Features and Functions Enhanced Features and Applications Call Flows and Dial Plans Automated Attendant Call Detail Records and Billing Next Steps Data Networking LAN Infrastructure Ethernet Switching Power over Ethernet Wireless LANs IP IP Addresses and Names Allocating and Managing Addresses WAN Infrastructure Routers and Routing The Real Time Protocol RTP VoIP ?? Technologies and Standards How IP Voice Actually Works VoIP Components VoIP Standards Session Initiation Protocol SIP MGCP MEGACO H P C ITU H Codecs Which Standard Deployment Issues Legacy Integration Basic Connectivity Voicemail Integration Supporting Voice Quality QoS in the Network Reliability Security Telephony System Security Issues Network and Computer Security Telephony Applications Convergence Computer Telephony Integration CTI TAPI Personal Productivity Collaboration Voicemail and Uni ?ed Messaging Uni ?ed Messaging Supporting Teleworkers and Road Warriors Multi-Site Connectivity Call Centers and Customer Relationship Management Options for Enterprise Voice Communications Key Systems PBX IP-PBX Total Cost of Ownership TCO Conclusion Terms and Abbreviations P CEXECUTIVE SUMMARY IP telephony IPT o ?ers a viable alternative to the legacy voice exchange delivering improved application integration scalability and multi-site management It is precisely these features that make this rapidly-maturing technology so attractive to organizations seeking to reduce costs increase productivity and improve customer relations However voice is critical to business and a major change to emerging technologies like IPT requires an understanding of a broad range of technologies careful planning and thoughtful implementation This guide has been compiled to help decision makers to understand the relevant technologies as they de ?ne their strategies Following the introduction we will review the typical components and features of an enterprise telephony system We then introduce voice over IP VoIP the underlying network infrastructure and then we address the various issues one must take into account when designing the network to carry voice We conclude by comparing these VoIP solutions to the traditional centralized PBX but before we do so we describe advanced applications such as collaboration presence customer relationship management and uni ?ed messaging ShoreTel recognizes the challenges of de ?ning a communication strategy that spans multiple domains and this guide is intended to help you with this task INTRODUCTION This guide is intended equally for technical IT sta ? voice system managers and CIOs It describes the issues decision makers will need to understand as they set out to build a winning IP business communications strategy Key discussion areas include ? A breakdown of the critical components of an enterprise voice system ? Voice over Internet Protocol VoIP technologies and standards P C ? Business applications such as uni ?ed messaging converged conferencing call centers and CRM ? Advantages and disadvantages of di ?erent architectures ? A review of