Case%20Study:%20IBM's%20Internal%20VoIP%20implementation

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Case Study IBM's Internal VoIP implementation
Johnny G. Barnes Vice President, Global IT
Solutions and Standards Office of the CIO
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At IBM, we have excellent communications tools
and depend on them daily. Yet they dont always
work together.

• On a good day
• My PC works
• My IM works
• My audio conferencing works
• My applications work
• My phone works
• My cell phone works
• My PDA works
• Everything Works!

But none of them really work together
What if they did?
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Communications Today at IBM

• Operating in 140 countries spread across three
  primary geographies
• Americas, Europe / Middle East / Africa (EMEA),
  Asia Pacific (AP)
• 900 PBXes in 700 facilities
• Average PBX age about 15 years many Rolm CBX
  systems
• 400,000 internal telephones
• IBM Message Center (Unified Messaging for
  Websphere) for voice mail
• Except in U.S., which uses Siemens/Rolm PhoneMail
• 35 of workforce is mobile or work-at-home
• No assigned IBM office space
• Use of IBM mobility centers
• Use of some value-added services such as
  AccessLine for follow-me service

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Communications Today at IBM (Continued)

• 150,000 cellular users
• Applications
• Extensive use of Lotus SameTime instant messaging
• Over 4,000,000 instant messages per day
• Lotus Notes for eMail and teamroom (asynchronous)
  collaboration
• Lotus SameTime for eMeeting (synchronous)
  collaboration
• Single consolidated corporate IP network
• 2nd generation Power 9 network being
  implemented
• 100 complete in U.S., Canada and Japan 40 in
  EMEA 25 in AP 0 in LA
• Migration from Token Ring to Ethernet about 60
  complete
• Network is outsourced to ATT in most regions of
  the world
• Cisco is sole supplier of most data networking
  equipment (routers, switches)

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We can no longer drive 10 YTY cost savings
because circuit switched rates are approaching a
brick wall
Cost Per Minute
Applied Research Technologies
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IP Telephony is rapidly gaining momentum as a
viable alternative for decreasing costs.
In-Stat/MDR LAN Telephony A Billion Dollar
Market
IDC Rept 26354 Jan 02
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Selected TechnologiesGartner Position, May 2003
KEY
Gartner Time to Plateau
Less than two years
Two to five years
Five to 10 years
Beyond 10 years
Visibility
Commercial Grids
Wi-Fi 802.11g
Web Services Security Standards
Wi-Fi 802.11b
Natural Language Search
Sci/Tech Grids
Internal MPP Grids
Text to Speech/ Speech Synthesis
Speech Recognition for telephony and call center
Public Key Infrastructure
Speech Recognition for the desktop
Wi-Fi 802.11a
VoIP Services
Basic Web Services
Location Aware Services
Peak of Inflated Expectations
Technology Trigger
Trough of Disillusionment
Slope of Enlightenment
Plateau of Productivity
Maturity
Source Gartner May 2003 Hype Cycle Research Notes
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Selected TechnologiesIBM Status, June 2003
KEY
Gartner Time to Plateau IBM Time to Deploy
Less than two years In Production Less than two Years Two to five years Five to 10 years Beyond 10 years No Initiatives
Two to five years In Production Less than two Years Two to five years Five to 10 years Beyond 10 years No Initiatives
Five to 10 years In Production Less than two Years Two to five years Five to 10 years Beyond 10 years No Initiatives
Beyond 10 years In Production Less than two Years Two to five years Five to 10 years Beyond 10 years No Initiatives
Visibility

• Voice Over IP
• IBM sites using IP WAN for voice transport
• AP 20 sites installed
• US 16 sites implemented by year end
• IBM sites (LAN) with IP phones installed 19
  sites, approx 10,000 people
• Continuing roll-out of VoIP WAN and LAN systems
• Implementing standards based (SIP), multi-vendor
  infrastructure includes SDC based resources for
  flexibility and cost efficiency
• Integrating voice application with other
  communications applications using
  presence/awareness technology to provide
  significantly enhanced communications capability
  within 1-2 years

Commercial Grids
Wi-Fi 802.11g
Web Services Security Standards
Wi-Fi 802.11b
Natural Language Search
Sci/Tech Grids
Internal MPP Grids
Text to Speech/ Speech Synthesis
Speech Recognition for telephony and call center
Public Key Infrastructure
Speech Recognition for the desktop
Wi-Fi 802.11a
VoIP Services
Basic Web Services
Location Aware Services
Peak of Inflated Expectations
Technology Trigger
Trough of Disillusionment
Slope of Enlightenment
Plateau of Productivity
Maturity
VoIP status in IBM
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Production VoIP Sites July 2003
Location Date VoIP Type Users Facility Type BUs Comment
NA WAN Jul 03 WAN 10,000 Multi Multi Pok, Burlington, Southbury up
Korea Jul 03 LAN/WAN 781 Field PwCC BCS 240 phones, 601 mobile users, QoS
Canadian PwCC May 03 LAN 1520 9 sites PWCC Entered production status in May/June.
Aust Gold Coast Mar 03 LAN/WAN 100 Field SD, IGS Entered production status in March.
Istanbul Mar 03 LAN 100 Subsid Subsid Greenfield.
Lisbon Mar 03 LAN 600 Field SD, IGS Greenfield.
India WAN Feb 03 LAN/WAN 1,400 6 sites Multiple 2 phones on desks due to regulations.
Prague Feb 03 LAN 450 Cntry HQ Multiple Greenfield.
Paris Oct 02 LAN 500 Lab PwCC Acquired with PwCC acquisition.
Ottawa Oct 02 LAN 300 Field PwCC Acquired with PwCC acquisition.
Calgary Jun 02 LAN 400 Field SD, IGS Greenfield.
Dubai Jun 02 LAN 200 Cntry HQ Multiple Greenfield.
Tel Aviv 2002 LAN 700 Cntry HQ Multiple Greenfield.
AP WAN 2002 WAN 30,000 18 sites Multiple Existing PBXes, 50 transport savings.
IP Rmt Agent 2001 Rmt ACD 400 Cntct Ctr SD U.S. CSO, U.S. Techline, EMEA CSO, etc
Singapore Nov 01 LAN 1,000 Cntry HQ Multiple Greenfield.
Toronto Jul 01 LAN 3,000 SWG Lab SWG Greenfield.
3 of population has an IP phone on their desk
15 of population uses some form of IP telephony
We expect to have 10,000 15,000 phones (5) and
100,000 VoIP users (30) by YE 2003
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Active VoIP Projects July 2003
Location VoIP Type Users Facility Type BUs Comment
Segrate LAN/WAN X,000 Field Multiple Possible 1st deploy of strategy in EMEA
Frankfurt LAN 800 Field Multiple Sept target 1st phase 2400 Total
Australia LAN 25 Field PWCC Additional seats on current CM June tgt
Audio conf WAN 70,000 All All Sept target
EMEA DSL WAN tbd Home Multiple Pilot starting, 15 Oct expansion checkpoint
NA WAN WAN 70,000 Multiple All Site-to-site traffic 16 sites by YE
Japan WAN WAN 30,000 10-20 sites All Aligned with our SIP Strategy
Munich LAN 2,500 Field Multiple Incl wireless September target
Hamburg LAN 2,000 Field Multiple Incl wireless Aug target
Palisades LAN 48 Brief Ctr RESO Multi-vendor SIP showcase June target
Beaverton LAN 1,400 Lab SG Equipment on order July target
Amsterdam LAN 2,000 Cntry HQ Multiple RFP about to be awarded
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Value Statement
Value
Time
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Centralization
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Transforming Voice into an Infrastructure
Application

• Voice is undergoing a transformation from a
  standalone proprietary TDM-based environment to a
  set of integrated applications running on
  industry-standard server platforms and
  communicating across the global corporate Power9
  IP network.

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Transforming Voice into an Infrastructure
Application
Voice is undergoing a transformation from a
standalone proprietary TDM-based environment to a
set of integrated applications running on
industry-standard server platforms and
communicating across the global corporate Power9
IP network.
In doing so, voice is shifting from a vertical
technology tower to a horizontal infrastructure
application with dependencies upon the other
remaining horizontal technology towers.
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Voice as an Infrastructure Application An
Example

• Off-the-shelf IBM Hardware
• Xseries servers
• Ethernet networking
• Open Linux O/S
• Vendor supplies software on CD
• Clustering software
• Carrier-like reliability
• Carrier-grade resilience
• SIP server functions
• API

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Voice as an Infrastructure Application An
Example (continued)

• No vendor hardware
• No PBX
• Gateways for connection to PSTN
• Interfaces with other towers
• Network
• Server
• ESM
• Client

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Voice Application Integration Opportunities
A New Same Time View With a Link to
Telephony
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Different Views of Buddy List
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eCards can bring people to life in other
applications too. For example, the IBM Lotus
Sametime Connect client becomes more useful with
more information and more ways to communicate
with people.
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Application Example The Grapevine eCard
My context location and activity (obtained
passively)
Tell me
Talk to me
Face-to-face
Type to me
Communication Channels
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Strategic Architectural Goals
IBM Confidential Draft 0.9b

• Return value to IBM
• Reduce voice cost while improving employee
  productivity
• Showcase for IBMs Internal On Demand
  transformation
• Improve end user satisfaction
• Accommodate mobility requirements
• 35 of todays IBM population and growing
• Separate personal and terminal mobility
• Base solutions on open standards (IETF, ITU,
  APIs)
• Multi-vendor interoperability

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Strategic Architectural Goals (continued)

• Centralize voice infrastructure and provide
  resiliency
• Eliminate PBXes
• Shift the intelligence to the edge
• Consistent worldwide strategy, architecture and
  standards
• For voice, presence, IM, video
• Ensure a secure environment
• Accommodate application integration

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What We Tell Our Vendors We Need From Them

1. SIP-based telephony, with IP transport A
   disruptive but integrating technology
2. Standards-based products, subject to compliance
   testing
3. IBM hardware platforms
4. Linux operating system
5. Scalability to 100,000 endpoints

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What We Tell Our Vendors We Need From
Them(continued)

• Carrier-grade resilience
• A independent platform for SIP application
  integration and abstraction
• Convergence and integration along multiple
  planes
• Voice / data
• Wireline / wireless
• On-premise / off-premise
• Voice / IM / video / etc.
• Presence
• Leap to the new ODT environment rather than
  taking baby steps
• Integrated support service

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Multi-vendor, Interoperable, Standards-Based
These represent the foundation principles of the
IBM On Demand Telephony architecture
IBM Confidential Draft 0.9b

• Any vendors User Agent or End Point
• Any vendors SIP server
• We will measure compliance in an IBM lab
  environment

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Multi-vendor, Interoperable and Standards
principles Also apply to the applications we
implement.
IBM Confidential Draft 0.9b

• IBM buys application interfaces
• If we buy apps, then apps must work in
  multi-vendor environment
• All User Agents and End points have access to all
  applications

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InteroperabilityA Multi-Vendor Architecture
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Logical View Converged Voice/Data
ArchitectureDisaggregated Parts Integrated
Whole
Feature Svr
AAA and Policy SVR
Presence Svr
Directory And ENUM
SIP SVR
Mobility Svr
TDM PBX
SIP UA
GW
PSTN
FW
Cellular
IP Networks
GW
GW
Internet
FW
Websphere?
App Svr
DSL/Cable
UM Store
Text to Speech
Media Mixer
External Services
Web
Third Party Apps
IVR
Conf Scheduler
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A Shift In Integration Responsibility
Presence Svr
Directory And ENUM
AAA and Policy SVR
Feature Svr
SIP SVR
Was Vendor Now Customer (Much like the shift
from mainframe to client/server or Web-based
computing.) Creates Opportunity
Mobility Svr
TDM PBX
SIP UA
GW
PSTN
FW
Cellular
IP Networks
GW
GW
FW
Internet
Websphere?
App Svr
DSL/Cable
UM Store
Text to Speech
Media Mixer
External Services
Third Party Apps
Web
IVR
Conf Scheduler
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On Demand The New Agenda
ODT
Responsive
Open
on demand business
Variable
Integrated
on demand operating environment
Resilient
Virtual
new financial models
Focused
Autonomic
Define Business Model
Define the delivery vehicle
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On Demand The New Agenda
ODT
Responsive
Open
Quick to Deploy
SIP, SOAP, XML
on demand business
Variable
Integrated
Less Fixed Cost
Application Integration
on demand operating environment
Resilient
Virtual
Carrier Grade
Common Services
new financial models
Focused
Autonomic
Best of Breed Components
Stateless quick recovery
Define Business Model
Define the delivery vehicle
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We have excellent communications tools and depend
on them daily. Now they are starting to work
together.

• With this strategy
• I have better info for contacting people
• My PC works with my phone
• My IM can send message to cell phone screens
• My conferencing is multimedia and linked to apps
• My applications work with communication tools
• My phone still works but features are easier to
  use
• My cell phone can receive messages from IM
• My PDA can also be engaged (future)
• Everything Works!

Now our tools are starting to work together
Imagine what else we can do.
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Thank You!