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Unified Communications, the new IP telephony @ CERN

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  1. Unified Communications, the new IP telephony @ CERN Fernando Moreno Pascual CERN IT/OIS

  2. Agenda • Unified communications and softphones. • Pre-deployment environment and its integration with Lync. • Lync IP phones and their enhancements. • Statistics of current usage at CERN. • Our roadmap for Lync. 2

  3. Unified Communications SIMPLICITY INTEGRATION 3

  4. Lync • One Click to phone call, Address Book. • Availability. • Instant Messaging. • Voice Mail on Exchange. • Desktop/presentation sharing. • Connect from your computer or mobile device. 4

  5. Why Lync? • Microsoft/Mac compliant • OS evolution will be followed up • Integration with Office, Exchange… -> Unified Communications • Mobility • Smartphones compliant. • Competences within IT • Maturity • Gateway vendors and Alcatel evolution (SIP). • Microsoft product for over more than 10 years. • Redundancy solutions for Lync & Exchange. • Well spread among big companies (Swisscom, hp…) • Cost effective for CERN. (No roaming charges…) • Support lines already in place • Scalable, now there is: • Up to 8,500 users and 400 simultaneous calls 5

  6. Pre-deployment environment • Fixed Telephony service: • 4 PBX and 14 IP-PBX Alcatel OmniPCX 4400 • 11,000 fixed users + 5,500 mobile users • 2.5 million outgoing calls/year • Call centers • IP Telephony services • IP phones / Softphones / FAX IP • Telecom software • Provisioning, billing, specific tools (Fire Brigade) • Exchange 2010 • 30,000 mailboxes 6

  7. Integration with Lync LYNC/EXCHANGE GROUP Front End servers Internal user Active Directory Monitoring/Archiving server Exchange 2010 Unified Messaging External user Mediation servers Edge TELECOM GROUP Gateways Fire brigade system Audio-conference servers Switchboard PBX Monitoring Provisioning Billing Telephony services GSM services Call centers Lync – internal access Lync – external access Access to voice mail 7

  8. Legacy IP phones • The IP phones offered at CERN so far: • They behave as a normal phone. • Don’t show the name/picture of the person that is calling. Just the number. • Need not trivial combinations of numbers to manage the calls (“*#*#*12313”). 8

  9. Lync IP phones • Lync brings along the new generation of IP phones. • They are the “classic” IP phones but with many enhancements by default: • Intuitive search on CERN Address Book. • Get information about your contacts. • Get availability of your contacts. • Manage your incoming calls. • Forwards, simultaneous ringing, transfers… 9

  10. Lync IP phones • ALL CERN USERS will be able to profit from them. • All they need is an ethernet outlet. • These telephones act also as switches. • Besides this, for users with Windows/Mac as OS, they could profit from extended features… 10

  11. Lync IP phones • Extended features (Windows & Mac users): • Plug the IP phone to your computer using a USB cable. • The phone synchronizes with our software client and Exchange.. • One click to call. • Access to your calendar, call logs, voicemail messages directly from the IP phone. 11

  12. Lync as softphone • When you are away, stay connected: • Softphone (Lync client for desktops): • Connected from wherever in the world as if you were in your office: • Calls without roaming. • IM. • Availability. • … • Lync integration with OWA. • Mobile phone application for Android, iOS and Windows phones. 12

  13. Voice mail • Feature of the UC solution: • Get access to it from everywhere. • Based on Exchange Unified Messaging role. • Well integrated with other systems. • Voice mail on Exchange: 13

  14. Statistics • Statistics up to September 2013 14

  15. Feedback • At present > 130 users using Lync IP phone. • From different departments and profiles • Teams • Travelers • Staff changing offices • IT head and deputy head with secretaries • Deep testing of delegation/forwarding scenarios • Very positive feedback • People interested in collaboration features • Presentation sharing, whiteboard • Desktop sharing very useful to provide support 15

  16. Our roadmap for Lync • Lync IP phone • Went to production on October 2013. • Federation with other institutes • Free phone calls, availability. • Other features are available • Callpark, Location (special interest for fire brigade), Response groups. • Lync 2013 • Total integration with Skype. • XMPP gateway – integrate with Google Talk, etc. • VoIP from mobile devices. 16

  17. Summary • We gained experience in managing the system. • The key was to integrate it with current systems: • Telephone, e-mail, phonebook • Collaboration between people • Still improvements can be done. • People don’t like changes, but • Very good feedback once using the system 17

  18. Thank you! fernando.moreno@cern.ch