SIP Trunk Lösungen und Produkte

SIP Trunk Lösungen und Produkte
Jan Riechers, General Manager Global Voice Services, BT
SIP Trunking & Cloud
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SIP Trunking – Market Dynamics
BT wins fixed voice services public tender
to serve major European institutions
BT today announced a new contract with the
European Commission [1] to deliver voice services
across 21 major European institutions, agencies
and bodies including the European Commission,
the European Council and the European Defence
Agency. The framework contract runs for up to
seven years and is worth over €15 million. This is
the second European Commission framework
contract awarded to BT in 2015.
BT will provide fixed line voice services at sites in
Belgium, Luxembourg and Strasbourg using the BT
One Voice portfolio.
The new solution is based on BT One Voice SIP [2],
which allows customers to consolidate their
communications infrastructure and prepare the
ground for Unified Communications and
Collaboration (UCC) tools such as instant
messaging (IM), presence and video.
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BT helps deliver special service levels for high-flying guests
BT Contact
Challenge
• Etihad wanted to virtualise its global contact centres. This was a huge challenge given
the diversity of its customers and Etihad’s desire to make all guests feel special.
Solution
• BT offered a cloud-based virtual contact centre so that callers from 37 different
countries are routed to a language-suitable agent in one of three locations: Abu
Dhabi, Al Ain, or Manchester.
• The fully-managed BT Cloud Contact service chosen by Etihad is based on a
Cisco platform. It features IVR and workforce optimisation with call recording,
all delivered from the cloud using flexible, pay-as-you-go commercial terms.
Value
• BT Advise Contact consultants helped Etihad analyse the desired customer
experience to develop new call flow roadmaps.
• BT Optimise Contact provides essential insight and management information
across the three contact centres, enabling Etihad to maximise performance
while reducing operating costs through agent resource optimisation.
“We’re going into the next stage of our
development with BT as a partner and, in
terms of the creative use of technology,
that’s really important for us.” Ruth Birkin,
Head of Global Contact Centres, Etihad
Airways
“BT went one step further by putting a
virtual expert team at our disposal for the
entire 72-hour period.” Ruth Birkin, Head of
Global Contact Centres, Etihad Airways,
talking about BT’s contribution during
Etihad’s move onto a new platform.
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Technology is changing the world…
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BTGS is a global leader in managed networked IT services
Operating globally and delivering locally to help our
customers thrive in a changing world
• A global team of around 18,100 people, with one of the
largest professional services capabilities in our industry
• Bringing together a broad portfolio of services
• A track record of delivering for customers globally in more
than 170 countries
• Underpinned with a unique breadth of scope, reach and
capability
• Recognised as market leading for customer service and
innovation
“BT has developed a strong IT
business, with a core portfolio that
includes
consulting
and
professional services, as well as a
centralized core of global account
management team and supporting
specialists that is perhaps the best
in the business.”
IDC MarketScape: Worldwide
Telecom Service Provider Vendor
Assessment, February 2014
Winner of Queen’s
Award for Enterprise
Innovation for IP
Exchange
2014 Queens Award
for Enterprise
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We are part of BT
BT is one of the world’s leading communications
services companies, serving the needs of customers
in the UK and more than 170 countries worldwide.
• Providing high quality telecommunications services since
1846
• Revenues of more than £17.8bn in 2014/15
• 88,500 employees globally
• £502m investment in global research and development
in 2014/15
• BT has extensive, long-standing, joint-research
programmes with Cambridge University (UK),
Massachusetts Institute of Technology, Tsinghua
University (Beijing), Khalifa University (UAE) and over 30
other universities globally.
BT was the official
communications services
partner for the London
2012 Olympic and
Paralympic Games.
We carried every call, byte
of data, image and sports
report for the Games.
A long track record of acting
responsibly and supporting
the communities to whom we
deliver services.
In 2013 BT achieved its target
of 80% reduction in UK
carbon emissions three years
ahead of the set deadline.
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Global Industry Practices
We organise ourselves around our customers with specialist industry expertise and solutions
Automotive
We enable, secure and manage
the flow of information across the
whole of the automotive ecosystem.
Energy & Resources
We help mining, oil & gas, chemicals
and utilities to manage risk, exploit
scarce reserves, and work more safely
and productively.
Financial Services
Healthcare &
Life Sciences
Manufacturing
We connect global investment
banks, retail banks, financial
markets, information providers
and payments networks.
We are pioneering telehealth and
telecare, and our R&D collaboration platform has FDA compliance
built in.
We join up the whole manufacturing
value chain with supply chain
solutions and extremely large file
transfer technology.
Media &
Business Services
Public Sector
Retail &
Consumer Goods
Technology
Travel, Transport & Logistics
We have a specialist global broadcast
media network and time-recording
software for professional services
firms.
We connect communities in central
and local government, policing and
defence with a range of unique
services.
We bring the online experience
offline and into store, connecting
retailers and brands to their
consumers.
We offer flexible and innovative
partnership models to systems
integrators and business process
outsourcers.
We connect airlines, ports, third
party logistics providers, postal
services, travel agents – and public
transport operators.
•
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BT Germany
Präsenz –
BTGlobale
Germany
Lokale Stärke
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Cloud of Clouds.
BT GS launches Cloud Services Integrator to make Cloud of Clouds a reality.
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• 12 platforms.
• Over 400 Radianz providers.
• 2000+ apps available over
Radianz cloud.
• 50+ apps and growing in Apps
from BT store.
•
•
•
•
SIP in 75 countries.
Global BT MeetMe with Dolby Voice.
6m MeetMe conferences per month.
10+bn minutes year Inbound Contact.
• Single price BT One Cloud.
•
•
•
•
198 countries and territories.
4,900+ PoPs.
Ethernet access in 60+ countries.
Cloud Connect – with built in acceleration and security.
• 48 data centres.
• 20 cloud enabled.
• Connected all
around the world.
• Internet Access in 200+
countries and territories.
• Internet VPN in 180+
countries and territories.
• 30+ Internet on-net countries.
• 100+ Multi Service Edge PoPs
globally rising to 160 in 15/16.
• No.1 supplier in the UK.
• Around 6,500 large corporate and public sector
customers in more than 170 countries worldwide.
• 98% of the FTSE100 companies.
• 82% of the Fortune 500 companies.
• Global consultants
driving transformation.
• 14 Security Operations Centres and
2,000 practitioners globally.
• Cloud Identity, Assure Managed
Cloud and DDOS.
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• Single point of control to manage cloud
infrastructure, apps and storage.
• 4 global service centres.
• 19 regional centres.
• 25 languages.
Stunning business outcomes on display.
Dozens of household-names trust Jabil Circuit Inc. for
supply chain management solutions. Staying at the top
of its game relies on the inventiveness of CIO, Gary
Cantrell. He chose BT Global Services for scalability and
global reach. But it was mirroring Gary’s vision of agility
and professional services that really made the match.
Now, BT Connect is standardising the Jabil global
architecture across 25 countries including growth
markets like Latin America and Asia Pacific. BT One
unified communications is seeing global collaboration
among its 175,000 staff, as well as with customers and
suppliers, while BT Assure adds security
to protect the Jabil brand.
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Our Portfolio
Our portfolio
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BT Connect
BT Connect
The network is at the heart of it all, enabling everything else
• We operate a global network serving 198 countries/territories, 3,400 customers
with 700,000+ access connections, using 4,700 PoPs around the world with a range
of access options – Ethernet, TDM, broadband, satellite and 4G
BT One
BT Contact
• We own 60,000+ km of terrestrial fibre used to deliver backbone and access across multiple
regions and countries – enough to go round the earth 1.5 times
BT Compute
• Our infrastructure underpins the UK NHS, with 51,000 connections linking every GP, hospital
and clinic in England. It serves more than 1.3 million NHS employees, through 62 PoPs
connected by 12,000 miles of fibre
BT Assure
• We support throughput that is equivalent to downloading 1 million HD videos every month
BT Advise
• We have a proven track record in providing innovative wireless solutions, such at London 2012
where nearly 1,500 wireless access points, interconnected by over 100 kilometres of cable,
were fitted across the Olympic Park, an area of 250 hectares
• We have a pan-European optical network and one of the world’s largest broadband
satellite networks.
Service from BT
Innovation
from BT
Industries
PoPs
Subsea cables
Connections
NNIs
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BT One
BT Connect
Delivering a better user experience and empowering individuals
• Our One Voice platform offers SIP services in 75 countries, with full PSTN replacement in 17
• We support over 1.7 million managed IPT users, of which over 315,000 are cloud-based
• We manage over 1,000 telepresence rooms, representing 24% growth in last two years
• Our Dolby Voice experience offers the best quality audio conferencing solution – in a conference
room, on the move or at your desk
• We offer a single global price for One Cloud with dual node resilience in each region
• We provide Wi-Fi access from over 6.5m global hotspots in 119 countries
• We reduce telecom expenses by up to 30% with BT One Voice expenses
• We are a Cisco Global Certified Partner (one of only 4), Microsoft Gold Partner (and Premier
Lync Support Partner (PLSP)) and Avaya’s only Worldwide Platinum Partner outside the US.
BT One
BT Contact
BT Compute
BT Assure
BT Advise
Service from BT
Innovation
from BT
Industries
Voice nodes
Outbound
SIP Trunking
UC nodes
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BT Contact
BT Connect
Helping you drive efficiencies and increase customer satisfaction
• Our Inbound Contact platforms support over 52,000 customers globally
and manage over 10 billion minutes per year
• 8 out of 10 of the top 10 global airlines use our BT Inbound Contact solution
BT One
BT Contact
• We provide Inbound Contact global to all of the top 10 global pharmaceuticals with 5 of
the top 10 using Cloud Contact
BT Compute
• In an average month, we deliver over 6 million voice calls and 500,000 messages and
chats from customers in over 175 countries with agents located in 42 countries
BT Assure
• We have physical nodes in 42 countries, originations from over 175 countries, and
terminations to anywhere in the world.
BT Advise
Service from BT
Innovation
from BT
Industries
Voice nodes
Inbound
Inbound SIP
Cloud Contact Centre nodes
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BT Compute
BT Connect
Empowering customers’ operations and business ambitions globally
• We deliver conventional IT to public, private and hybrid cloud services locally to 2,200+
customers, managing 26,000+ customer servers in 46 BT data centres around the world
• We offer the world’s best global cloud infrastructure coverage giving customers both
choice and control over their IT with 20+ BT data centres enabled for cloud services
across 5 continents
BT One
BT Contact
BT Compute
• We have 1,250+ BT Advise Compute professional services worldwide
BT Assure
• In the last 4 years, we have won 10 industry accolades for our innovation in
cloud services
BT Advise
• In the last 2 years, 100+ customer projects have used the BT Cloud Compute innovation
platform to explore new business ideas in the cloud
Service from BT
• We securely hosted the London2012.com website attracting more than 450 million visits
from 109 million unique users, and enabling almost 40 billion page views at a peak rate of
55,000 views per second.
Innovation
from BT
Industries
Data Centres
Cloud Data Centres
Data Centre coverage
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One Voice SIP trunking
One Integrated Telephony Service
• One Voice SIP trunking provides Voice and Fax/Data Call Service for Public and Private Telephony
• The Public Telephony Service is suitable to replace your existing PSTN service. It comprises:
…Inbound Calling to the public phone numbers for your locations (Direct Dial-In) from any national or international public
network origin.
Your phone numbers are number ported to BT, or you get new numbers from BT if desired.
…National Outbound Calling to the Public Telephony Network of the country where your respective location is situated.
These are calls to destinations in the Fixed and Mobile Networks and to Inbound Service Numbers, as well as to
domestic Short Code Services incl. Emergency Services
…International Outbound Calling to Fixed and Mobile Networks as well as to Inbound Services of the desired country (as far
as callable from abroad), satellite networks and generic international services.
• The Private Telephony Service makes your internal telephony more effective. It comprises:
…On-Net Calling between your national and international locations within your own private BT Global VPN dial plan.
The VPN access via SIP trunking complements the TDM-based access variants. Your SIP trunking locations can be
integrated seamlessly into your existing VPN service.
Public and Private Calls can be placed equally via the same lines with very user-friendly Dialling Rules.
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Connecting to the service via BT IP Connect global
Local BT MPLS POPs
BT MPLS
with dedicated VPN for
each customer
Your Site A
Local Voice POP
Handover Points
Your Site B
• The BT MPLS network is used to provide the connectivity between your sites and the local BT Voice POP that serves the country where
your sites are situated. BT IP Connect Global is the related BT product. It provides MPLS networking as a managed service.
• The access to the MPLS network is realised at the nearest BT MPLS POP where a “provider edge” or “PE” router is available. At your site,
a “customer edge” or “CE” router will be installed that connects to the PE router at the BT MPLS site. This CE router is the handover point
where you connect your systems (at according Ethernet ports).
• An MPLS VPN is created within this MPLS network which contains your connected sites and the BT Voice POP that needs to be connected.
No other customer or any foreign party can access this VPN. Since the MPLS VPN can also be used for other (data) traffic, an own Virtual
LAN (VLAN) is build which contains only the BT POP and your IP-PBXs as participants; within this VLAN, each participant can see the IP
addresses of the others.
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PBX/UC Systems certified
Features of the One Voice SIP trunking Service
Technology Standards - Signalling
SIP Support of One Voice SIP trunking
Alcatel
OmniPCX
Protocol
SIP 2.0
Avaya
Call Management System (CMS)
Transports
UDP/IP, TCP/IP
Cisco
Cisco Unified Call Manager
Microsoft
Microsoft Lync
Open Communications Server (OCS)
UDP/TCP
Ports for SIP
UDP
TCP
Base
Standards
RFC 3261
Protocol
RFC 3262
RFC 3264
with SDP
RFC 3311
Mitel
3300MX
Siemens
OpenScape, HiPath 8000
Sonus
NBS5200
• The table above shows a number of examples of PBX types
that One Voice SIP trunking supports today.
The list of supported manufacturers and systems will
steadily grow further. Major types also undergo a
certification test in the BT test lab.
• The following slides briefly discuss typical connection
scenarios using the examples of Cisco Call Manager and
Microsoft Lync, and show how also TDM-based PBX systems
can be connected.
Feature
Standards
Default is UDP
port 5060
port 5060
Session Initiation
The port numbers may be varied
Basic Call Signaling
Provisional Responses
Offer/Answer Model
SIP Update Method
RFC 3323
Privacy
RFC 3325
Private Extensions
to SIP for Asserted Caller Identity
RFC 5806 Diversion Indication
RFC 4244 History Info
RFC 3323: CLI Restriction (CLIP/CLIR)
RFC 3325: Save CLI transmission, needed in
particular for shared accesses for several
locations and for CLIP No Screening
RFC 5806: Call Diversion; transmission of
the own (redirecting) CLI in the SIP
“Diversion” header, together with diversion
reason like “user busy”
RFC 4244: Call diversion, with transmission
of the (re)directed-to addresses in the SIP
“History-Info” header, together with the
reason for a redirection to the next target.
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Typical SIP deployment today
Running Voice across IP Connect global
Consolidating voice spend onto One Voice
Cost savings on IDD and on-net
One Voice SIP available in 75 countries
Individual SIP trunks per customer site
Local PSTN
BT One Voice SIP
Location 1
Central
Subscriber
Host
Local PSTN
Local Voice
POP (SBC)
Location 2
BT IP Connect global
Local PSTN
Location 1
TDM
Location 2
Local PSTN
Location 2
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Replacing the PSTN
Deploying full PSTN replacement via SIP
Getting rid of local PSTN trunks
Individual SIP trunks per customer site
BT One Voice SIP
Location 1
Central
Subscriber
Host
One Voice SIP trunking:
Local Voice
POP (SBC)
Location 2
BT IP Connect global
Location 1
TDM
Location 2
• E.164 numbering (new numbers, number
porting, etc.)
• Incoming PSTN traffic and all outgoing traffic
• Calls to emergency services
• Premium, shared cost number and directory
services calling
• Fully compliant with regulations
Location 2
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Centralized SIP Solutions
Single SIP trunk into hub site
Getting rid of call managers on each site
Remote phones served via the WAN (BT)
Central SIP trunk to a PBX serving multiple / all locations
BT One Voice SIP
Location 1
Central
Subscriber
Host
Local Voice
POP (SBC)
Location 2
BT IP Connect global
Location 1
Centralization possible
within a country and
also cross-border
TDM
Location 2
Location 2
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Centralized SIP Solution
In case the WAN is with a 3rd party – remote phones
can still be connected into BT One Voice SIP
Central SIP trunk to a PBX serving multiple / all locations
BT One Voice SIP
Location 1
Central
Subscriber
Host
Local Voice
POP (SBC)
Location 2
BT IP Connect global
WAN
Location 1
TDM
Location 2
Location 2
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Extending SIP onto mobile devices
About One Voice anywhere
‒ Next generation voice application
‒ Uses the internet to route calls over your BT
One Voice global VPN
‒ With this latest offer, users can enjoy the
benefits of One Voice from a desk phone as
well as a Smartphone or PC
‒ Keep calls from homeworkers and small
offices or branches on-net
‒ Competitive IDD rates for off-net calls
‒ Avoid roaming costs when using abroad
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One Collaborate – our audio conferencing solutions
BT Conferencing
data centre
Customer site
BT One Cloud Lync
BT Global Managed
Voice Network
BT One Voice
users using
BT MeetMe
Internet
BT One Voice anywhere
users using BT MeetMe
UC client users, such as
Microsoft Lync
BT One Voice
Microsoft Lync
BT MeetMe IP conferencing
over BT One Voice – available
in 100+ countries
IP conferencing from
existing UC clients : Microsoft
Lync & Cisco WebEx
IP conferencing over the
Internet using a stereo
headset
Users can join audio
conference calls through
global BT MeetMe dial-in
Extended access to remote
users through One Voice
anywhere
Global Managed Voice
Network enables costeffective & quick roll out
Dolby Voice provides
excellent experience with
voice separation
Global coverage with local
dial access from over 55
countries
BT MeetMe with Dolby
voice users
MeetMe with Dolby Voice
BT MeetMe traditional
dial users
Traditional dial-in
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1) User clicks on a Skype Button
or dials Skype number
Skype Access into Contact Centers
Now customers can have all the great
features of BT Inbound Contact with
the addition of Skype access globally
Keep the benefits of global reach,
intelligent routing and reliability of our
global voice network.
With Skype access, route callers all over
the world to the most suitable agent or
automated solution.
And Skype calls arrive in the same
queue and can be managed the same
way as a traditional inbound call while
maintaining global visibility.
Public
Internet
2) Skype delivers
to BT SBCs
3) Skype call is routed via
Inbound Contact routing
plan
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Cloud of Clouds for collaboration – enabled through SIP
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bt.com/globalservices