BT One Cloud Cisco BT One Cloud Cisco This document is for use solely within British Telecommunications plc. It should not be discussed, shown or referred to outside the organisation without prior approval from the author. British Telecommunications plc 2011 Registered Office 81 Newgate Street LONDON EC1A 7AJ Registered in England no. 1800000 CONTENTS 1 Introduction 3 2 Proposition & Portfolio 3 3 Product Model 6 4 Global Voice Network Overview 8 5 Product Definition 9 6 Connectivity to the Service BT BT One Cloud Cisco , 13 Page 2 of 17 1 Introduction 1.1 Executive Summary BT One Cloud Cisco (based on Cisco’s Hosted Unified Communications Service – HUCS) is an evolutionary step for telephony services in the world of IP. It allows Customers to integrate their data and voice services in an efficient manner with the confidence of a BT service wrap and an Opex pricing model i.e. Customers pay for the use of the service and not the high cost of setting it up. Applications, computing and data networking are developing at an unprecedented rate. Once consolidated into the data network, One Cloud Cisco takes advantage of these developments. This provides Customers with tremendous opportunities to integrate the management of their media and applications helping Users to consolidate information from whatever source. One Cloud Cisco plays a key role in achieving that goal whilst reducing risk, reducing costs and insulating Customers against the effects of change. 2 Proposition & Portfolio 2.1 Proposition One Cloud Cisco is a scalable, business grade, Unified Communications application. The service is interconnected to the PSTN via centralised in-country carrier trunks or per site to local PSTN carriers in others. It enables businesses to dramatically reduce upfront investment costs whilst accelerating the adoption of global unified communications. Instead of upfront investment in an expensive voice and unified communications infrastructure, companies are able to take a first step into converged communications by paying for their IP Telephony on a utility-based, per User pricing model. This helps businesses to remove maintenance and investment costs typically associated with owning and managing their communications infrastructure in-house (e.g. IP telephony). One Cloud Cisco offers two key types of service; IP Centrex lines to phones and a trunking capability for PBX connectivity. These services are brought together in a Customer dialling plan with telephony call package options. The trunks service provides public access and termination as well as creating a private network bridge to Centrex Users. The trunk types provide interfaces to both traditional and IP PBXs. In delivering integration between legacy switches and IP Centrex lines the service facilitates a hybrid experience and enables a gradual migration strategy. The IP PBX interface provides an option for early IP PBX adopters desiring a Centrex rental model or additional resilience where there is a high density of Users. The service offers: A Recurring Monthly Charge Payment Model. Upgrades within product. Carrier grade Central Break-In and Break-Out (CBIBO) (where available) with Public Number Provision and Number Porting. An Emergency Service Location compliance (CBIBO). Compliance with other applicable Public Service regulatory obligations, data privacy etc. (CBIBO countries). BT BT One Cloud Cisco , Page 3 of 17 One Cloud Ciscoconnects to US PSTN via the Global Managed Voice network (GMV) PBX connectivity to traditional and IP PBXs. 2.2 Benefits For Customers the BT One Cloud CiscoService provides: Consolidation and simplicity A simple and predictable rental (capex free) commercial model. The ability for Customers to consolidate their voice and data capabilities into a single network with potentially lower infrastructure, support and maintenance costs. A cost-effective way to quickly gain the benefits of convergence. Reduced overheads as BT manage the service and upgrades. Reduced complexity when moving from an enterprise to hosted telephony model. The opportunity to maximise the value of existing investment; hybrid working with legacy networks and PBXs. Gateway capability to deliver seamlessly integrated services. Cost savings and easy financial planning Reduced costs. expertise. Within tariff OnNet calls between offices connected to the IP network. Competitive OffNet PSTN charges for calls to citizens, businesses and other organisations. No need for on-site break-out (e.g. ISDN30). Unique commercial options package including bundled OffNet calls with enhancements Reduced power supply at customer sites Reduced footprint and hence accommodation costs for Customers. OnNet routing, no accommodation or power costs, reduced in-house Confidence and control Improved service with BT’s Service Management Wrap to manage everything: voice/data conversion, numbering, call-handling, secure accommodation. One Cloud Ciscois uniquely supported and maintained by Cisco; Cisco guaranteed reliability with a unique Reference Design model in Cisco laboratories. Tried, tested and established platform with proven capabilities. Reporting and management information to help Customers manage the service. A simplified technology model – reduced number of suppliers, simplicity of installation, management and migration. No maintenance contracts. A Self care portal enabling the Customer to maintain immediate control of some aspects of the service. BT BT One Cloud Cisco , Page 4 of 17 One supplier, one helpdesk and one bill. Flexibility, coverage and future protection Global coverage using BT’s extensive network reach (where regulation, service availability and local conditions permit). Easy adoption of new functionality and technologies. A hosted voice solution with roadmap to full Unified Communications. Network reliability: Carrier grade service. Future protection; a roadmap to full unified communications, easier to plan with confidence. The ability to adopt new functionality and technologies easily: future upgrade costs in tariff i.e. hardware, software, service enhancements and security. Quick to deploy and scale. Efficiency and quality Faster decision-making. Better Customer service. More effective team working, easier partner collaboration and improved speed to market. Increased productivity. A reduction in carbon footprint; uses BT power, accommodation. The ability for IP Phones to go into a minimum power mode. For Users, BT One Cloud Cisco provides: The capability to easily make and receive calls and use features designed to enable efficient ways of working. The features are easily accessible from an IP Phone (supplied separately). Simplicity by providing intuitive controls for advanced features such as collaborative working. Simple, intuitive controls to valuable features such as call transfer, so saving administrative time. The ability for ad-hoc conferencing and other collaborative working capabilities to vastly reduce travel expenditure and unproductive time spent away from the office. 2.3 Portfolio 2.3.1 One Cloud Cisco In conjunction with an IP network and appropriate CPE, the service enables Customers to create a voice network delivered over an MPLS data VPN connecting IP phone extensions (or Analogue phones via Adaptors), traditional TDM (Time Division Multiplexing) and IP PBX's (Private Branch Exchanges) on a platform managed and hosted by BT. The private voice network is connected to the Public Telephone Network providing full voice network connectivity via Local Gateways or Central Public accesses. Central Public Telephone accesses are integral to the service. The service provides rapid cost effective access to the following services: BT BT One Cloud Cisco , Page 5 of 17 Full PSTN/ISDN replacement services in countries where Central Break-In/Break-Out (CBIBO) has been launched. Integration with domestic voice services, where available and with appropriate premise gateways. Integration with LAN and premise voice CPE. Integration with unified communications and collaborative tools Support for applications such as Voice/Fax, PBX-based Voice Mail, PBX feature interworking. Flexible pricing offers with inclusive ‘OnNet’ calls, monthly service recurring charges and usage based ‘OffNet’ minutes charges. Connectivity via shared access to the Customer’s Quality of Service enabled IP network. 3 Product Model IP phone LAN Local Telephony Networks Local Telephony Networks Optional LBIBO Service Analogue Handset Hosted IPT-Cisco Analogue Telephony Adapter Line Services WAN PE PABX Voice Gateway LAN Service Other Telephony Networks Associated Services LAN Telephony CPE Services Trunk Services Central Telephony Network WAN Service CBIBO Service Figure 1: Product Model The core service infrastructure (the blue shaded area in the diagram above labelled ‘One Cloud Cisco’) is hosted and maintained by BT. Customers are provided with: Dialling plans – private and public call routing tables Managed public call servers, call distribution, management network and gateways to/from the PSTN Billing of the service Service management and service assurance Self care provision One Cloud Cisco has two key terminal types: Lines to phones (IP Centrex). BT BT One Cloud Cisco , Page 6 of 17 3.1.1 Trunks to PBXs o Creating a private network bridge to Centrex Users as well as providing public access and termination. o Providing interfaces to traditional and IP PBXs. Lines The IP Centrex offer (or ‘line’) is the appearance of a line in the form of a telephone number on a line button on a phone. Single line phones may have no buttons so the line appearance would simply be the phone’s telephone number. The ‘line’ as such is a number associated with an allocation of IP network bandwidth on the Customer’s data network. 3.1.2 Trunks Trunks provide the capability of making simultaneous calls e.g. ten simultaneous calls could be carried on ten concurrent trunks worth of bandwidth. Beyond line and trunk appearances, there are optional line configurations, such as Hunt Groups, Pick-up Groups, Shared Lines as well as optional features such as Voice Mail, Auto-Attendant Console and Operator Console. For trunks, the signalling type is an important attribute providing configuration options such as Presentation CLI (or Automatic Number Identification - ANI) and associated features like Direct Dialling In (DDI) and number pools. The service fits with other products in BTs portfolio e.g. BT MPLS (a quality of service enabled WAN), CPE and LAN portfolio services provide service to terminal equipment. Associated offers include traffic reporting, the inter-operability with Contact Centre capabilities, Voice recording and interconnection with other Communications providers. 3.1.3 WAN Bandwidth As a converged solution, One Cloud Cisco will run over the Customer’s data network which is not part of the service. However, in managing the service BT will assist the Customer in locating faults. The Customer will need to ensure their network is 6 CoS Differentiated Services Code Point (DSCP) enabled and where necessary, purchase extra WAN bandwidth in site access links to their premises to convey speech, potentially video and associated signalling. The only bandwidth integral to the service is at the PoP and bundled with the product, i.e. the BT MPLS access bandwidth from the One Cloud Cisco PoP to the associated BT MPLS Provider Edge (PE) node. At the PoP, the service provides a firewall or Session Border Controller (SBC), a Network Address Translation (NAT) capability, and bandwidth for the conveyance of speech (G729a as the default), fax data and service related signalling. 3.1.4 LAN Bandwidth The Customer is also responsible for the provision of CoS enabled (6-CoS) LAN bandwidth and voice related CPE: IP Phones, Voice Gateway, standard phones, soft-phone client software or PCs to run soft-phones. For Lines this will include responsibility for Survivable Remote Site Telephony BT BT One Cloud Cisco , Page 7 of 17 (SRST) functionality and for Trunks interfaces to PBXs and possible Gatekeepers or Session Border Controllers (SBCs) depending on signalling and deployment choices. The Central Break-In and Break-Out capability (available in some regions) provides PoP bandwidth, interface equipment and onward conveyance bandwidth to toll carrier interfaces i.e. to either BT Group partners or third party carriers. 4 Global Voice Network Overview The diagram below provides an overview of the One Cloud Cisco network. It shows established PoPs in the UK integrated into the UK PSTN and reach to the EMEA region with local break-out to PoPs in the USA that serve the Americas. The Global Managed Voice (GMV) network is a shared resource with Onevoice that both share US domestic egress to a US Toll carrier. This network architecture opens a path to further integration with Onevoice services that have an extensive Global reach. Local Break-Out provides a method for local access within the Americas beyond the US. The Customer WAN can be exclusively BT or part BT and part 3rd Party. However, it must be BT to at least a couple of Customer hand-off points from where the 3rd party MPLS distributes media and signalling to other Customer sites i.e. the Customer’s MPLS must peer with the One Cloud CiscoPoP. Consideration must be given to CPE access for configuration and maintenance. Off-Net Signalling Off-Net Media On-Net Signalling On-Net Media UK PoPs established as part of BT PSTN UK PSTN HUCS POP pr 1 NGW HUCS POP pr 2 Other Carrier Networks NGW EMEA VoIP WAN PE US VoIP WAN PE PE PE Global Managed Voice Network (GMV) NGW NGW MPLS PE PE Local PSTN PE PE US Hosted IPT-Cisco (HUCS) PoPs interconnect to GMV bring alignment with Onevoice. (Same Phoenix billing etc.) MPLS Access Circuits PSTN Trunks for local break in/out CE Remote Phones CE CE Remote Phones CE V IP PBX TDM PBX Central Breakout capable Countries i.e UK and US Local Breakout only capable Countries Early EMEA deployments Figure 2: One Cloud CiscoNetwork Overview BT BT One Cloud Cisco , Page 8 of 17 5 Product Definition 5.1 Central Functions The One Cloud Cisco Platform has PoP sites in the US and UK. This central infrastructure is maintained by BT and provides: Line and Trunk Appearance services to connect phones, PCs and Customer PBXs to the service. A firewall (Session Border Controllers) between the BT platform private and the Customer IP address space. Network Address Translation and Port Address Translation. Dialling plans - private (Site Location Codes for OnNet, where appropriate) and public routing tables. Managed public Call Servers, a VoIP distribution network and remote Media Gateways to the Public Networks (US – GMV to domestic Toll carrier, UK – interconnect to BT UK PSTN). Emergency Service call routing. Voice VPN gateways (UK to Featurenet). Local Break-In/Break-Out (LBIBO) signalling control and optional SRST configuration management where Central Break-In/Break-Out is not used (requires on-site CPE access permission for automation). Resilience gateway signalling control and optional SRST configuration management where there is Central Break-In/Break-Out (requires on-site CPE access permission for automation). Access to a tiered Customer Administrator and User Self Care capability. Connection to messaging services, VoiceMail and Group VoiceMail. Call control to bar and allow call types by specific time periods. Call Management to distribute calls and control call routing by Group and User criteria. Control of CLI transmission Billing infrastructure for one-off, recurring and Central Break-Out OffNet (public call) usage charging. Data capture for presentation to an interface to a third party Traffic Management Information Reporting system 5.1.1 Dialling Plans For any Customer installation the structure of a private numbering plan needs to be established at the outset and include: any planned expansion of site numbers, the number of extensions at a given site. BT BT One Cloud Cisco , Page 9 of 17 There are many scenarios for private number structures. Typically Customers do not have ‘Greenfield’ dial plan requirements. Therefore, a review is required to understand how migration to One Cloud Cisco can be performed seamlessly and possibly in a staged manner over time. Each One Cloud Cisco Customer will have their own unique dialling plan. That dial plan must follow specific guidelines. The detailed guidelines are contained within the Design Rules and Guidelines (DRAGs) and follow the basic principles set out below: 5.1.1.1 Each line will have one (or more) PSTN numbers associated with it. Each line will have an ‘extension’ number. Each Customer site will have a unique (to that Customer) ‘site location code’. End Users will make PSTN calls by prefixing the full PSTN number by a leading digit (typically 9). The dialling plan links all Customer sites whether they use line appearances or trunk appearances. OnNet calling OnNet (IP) calls can be made to other One Cloud Cisco line appearances and One Cloud Cisco Trunks Users within the Customer network. These calls are zero-tariff and can be made by either dialling an OnNet private number or by searching for the number within the IP Phones directory. 5.1.1.2 Forced OnNet calling Forced OnNet is a least cost routing facility that ensures calls to OnNet destinations are routed as OnNet calls even though the end-User has dialled the full PSTN number. This is important for Customers since it avoids unnecessary PSTN call charges. 5.1.1.3 OffNet calling Calls made to destinations outside the private network are OffNet or PSTN break-out calls. These calls are made through the One Cloud Ciscoservice. In the UK calls that break-out to the PSTN do so centrally. Local PSTN break-out can be provided for purposes of resilience – see section on Local Break-In/Break-out. Outside the UK Local Break-Out is a necessity and is available. 5.1.1.3.1 IP Phone to PSTN calling This provides outbound calling from BT One Cloud Cisco sites for all calls. 5.1.1.3.2 PSTN to IP Phone This provides inbound calling to the BT One Cloud Cisco sites. 5.1.2 Central Break-In/Break-Out to PSTN Central Break-In/Break-Out (CBIBO) connectivity to the PSTN uses a shared PSTN access gateway for all Customers across the platform. PSTN break-out codes need to be dialled to reach the PSTN network followed by the full PSTN national number. By default, the CLI is restricted but it can be released by dialling the CLI release code. Fully centralised PSTN Break-In and Break-Out is available in the UK and USA. Calls to the PSTN - voice only - are priced at competitive rates (Harmonised Onevoice Domestic/Global Tariffs in the US and Harmonised Featurenet domestic tariffs in the UK). PSTN access is provided within the network with no need for additional gateways or PSTN lines. The use of CBIBO provides a full two way PSTN like service with number portability rights but also regulatory obligations such as BT BT One Cloud Cisco , Page 10 of 17 emergency access 911/999 (accurate location information), accessibility, data privacy and availability compliance. Alternatively Local Break-In/Break-Out (LBIBO) is offered for non-centralised Break-In/Break-Out countries where the local provider charges for PSTN and has relevant regulatory obligation for a PSTN service. Where Central Break-Out is not available the Customer must select the local gateway option for PSTN access Call forwarding to the PSTN using a Central Break-Out gateway is supported. The forwarding number should always be prefixed with the PSTN break-out code. All types of call forwards (call forward all, call forward busy, call forward unanswered, etc.) are supported. 5.1.3 Local Break-In/Break-Out to PSTN Using local gateways, One Cloud Ciscocan be connected to the PSTN network via the local incountry PSTN provider on a site by site basis. Local Break-In/Break-Out is available in: UK USA EMEA In circumstances where no Central Break-In/Break-Out gateway is offered, routing a public call requires a local area connection between a User terminal (IP Phone) and a local premise egress gateway which in turn terminates a local telephony access service (e.g. Basic Rate Interface, Primary Rate Interface both with DDI). In order for the connection to be established, specific signalling control is required to the gateway from the One Cloud Ciscoservice. This is called Local Break-In/Break-Out gateway control. This gateway is not part of the product. The One Cloud Cisco service can create the telephony configuration profile for the gateway and manage the configuration over time in response to extension or BRI/PRI channel quantity changes. Where configuration access is provided these can be made automatically, or the configuration files will need to be provided to a party who has access. Automated delivery provides a more responsive service. A Local Break-Out gateway at a location can support multiple PRI/BRI trunks. If an IP Phone tries to call another IP Phone within the same location using its E.164 number, the call is not routed to the PSTN and is sent back to the One Cloud Cisco network. This type of call is called a forced OnNet call. When using a Local Break-Out gateway, forced OnNet calls are only supported for intra-site calls (i.e., calls within the location) and not for inter-site calls. BT BT One Cloud Cisco , Page 11 of 17 Figure 3: One Cloud CiscoLocal Break-In/Break-Out 5.1.4 Survivable Remote Site Telephony A Survivable Remote Site Telephony (SRST) gateway can be provided if the Service is ordered with Central Break-In /Break-Out access as the primary PSTN access. Site Resilience Gateway Signalling Control provides an additional means of making and receiving public calls to the Central Break-In/Break-Out routing path. This service option provides control of a local voice gateway in normal operation. However, should communications be lost between the site and the One Cloud Cisco service, the Resilience Gateway software (not part of the service) allows site IP Phones to reregister locally and provides an alternative means for telephony access for public call origination and termination. Furthermore, local calls are possible between the Line Appearances terminating on-site IP Phones. The Voice Gateways, line interfaces and local Communication Provider services are not part of the service. If the Customer chooses to add SRST software to their gateway, One Cloud Ciscocan provide telephony configuration data (as a downloaded dial plan) to allow interoperability. SRST can be provided either to all phones at the location or on a per-phone basis, with basic telephony service when the WAN link or One Cloud Ciscois not available. BT BT One Cloud Cisco , Page 12 of 17 5.2 Customer Self Administration One Cloud CiscoCustomers have access to an optional web based self care interface, the Unified Services Manager (USM). This interface allows local and remote administration of features from any suitable web enabled device. Access is via BT’s GS Portal. Self Care is a hierarchical service that allows Users to have increasing levels of control dependent on their position or responsibilities in an organisation. Location Administrators can control a population of End Users and above this sit Divisional Administrators. The service will provide Customers with one Customer User ID. Divisional Administrator, Location Administrator and End User ID’s are optional. Administers Locations Via GUI Via Web - Admin GUI manages many users Resets users – joiners/leavers – name display changes, etc. BT Division/HQ Administrator Location Adminstrator End User – Self Care Via Web Browser Via phone screen Manage features Figure 4: Customer Self Service and Self Care 6 Connectivity to the Service 6.1 Standard Connectivity The following sub-sections detail standard connectivity. The Access Types, CE Routers and features/functionality that can be supported are described elsewhere in this document. One Cloud Ciscowill support Customers who have mixed PBX (TDM & IP), Line Appearance (IP Phone) and FeatureNet (UK legacy TDM Centrex only) requirements. BT BT One Cloud Cisco , Page 13 of 17 6.1.1 UK Site Trunking with Standard Access and TDM Signalling to a Single PBX The connectivity shown below is targeted at existing or new IPClear/IPConverge Customers with TDM PBXs at some or all of their sites. It will provide the Customer with connectivity to One Cloud Ciscovia their IPClear network and uses a CE router to provide direct connectivity to the PBX, i.e. any required functionality is within the CE. Bandwidth and CPE required to support HIPT must be ordered as part of the IPVPN proposition. Most UK TDMs are supported and can be connected to HIPT in this manner. Customers requiring this service option must have spare DPNSS ports on their PBX. Supported gateways are detailed in Error! Reference source not found.. Figure 5 – BT One Cloud Cisco via a single IPClear access with a compatible CE router to provide connectivity to the Customer’s PBX; with CBIBO to the UK PSTN. 6.1.2 UK Site Trunking with Standard Access and IP signalling to a Single PBX The connectivity shown below is targeted at existing or new IP Clear/IPConverge Customers with IP PBXs at some or all of their sites. It will provide the Customer with connectivity to One Cloud Ciscovia their IPClear network and uses a CE router to provide direct connectivity to the PBX. Bandwidth and CPE required to support One Cloud Cisco must be ordered as part of the IPVPN proposition. Most IP PBX’s are supported and can be connected to the service in this manner. Customers requiring this service option must have spare SIP/H323 capacity on their PBX. BT BT One Cloud Cisco , Page 14 of 17 Figure 6: One Cloud Cisco via a single IPClear access with a CE router to provide connectivity to the Customer's PBX; with CBIBO to the PSTN 6.1.3 US Site Trunking with Standard Access and TDM Signalling to a Single PBX The connectivity shown below is targeted at existing or new IPClear/IPConverge Customers with IP or TDM PBXs at some or all of their sites. It will provide the Customer with connectivity to One Cloud Ciscovia their Global MPLS network and uses a CE router to provide direct connectivity to the PBX, i.e. any required functionality is within the CE. Bandwidth and CPE required must be ordered as part of the IPVPN proposition. Most US TDMs are supported and can be connected to the service in this manner. Customers requiring this service option must have spare Q.SIG/Q.931 ports on their PBX or a network connection for H.323/SIP. Supported gateways are detailed in Error! Reference source not found.. Figure 7: One Cloud Cisco via a single IPClear access with a CE router to provide connectivity to the Customer's PBX; with CBIBO to the PSTN BT BT One Cloud Cisco , Page 15 of 17 6.1.4 UK - Line Appearance with Secure+ Accesses The connectivity shown below is targeted at existing or new IPClear/IPConverge Customers with IP Phones at some or all of their sites. It will provide the Customer with highly resilient connectivity to One Cloud Ciscovia their IPClear network and uses one of two CE routers to provide direct connectivity to the IP Phones. In the event of the primary access, primary CE or primary PE failing, the traffic would be diverted to the failover PE/Access/CE. The IP addresses of the two CE routers should be the same. Bandwidth and CPE required must be ordered as part of the IPVPN proposition. A list of supported IP Phone types is included elsewhere in this document. Figure 8 -One Cloud Cisco via IPClear Secure+accesses with an active CE router and a standby CE router to provide connectivity to the Customer's IP Phones; with CBIBO to the PSTN 6.1.5 UK Site Line Appearance with Standard Access The connectivity shown in below is targeted at existing or new IPClear/IPConverge Customers with IP Phones at some or all of their sites. It will provide the Customer with connectivity to One Cloud Cisco via their IPClear network and uses a CE router to provide direct connectivity to the IP Phones. Bandwidth and CPE required must be ordered as part of the IPVPN proposition. A list of supported IP Phone type is included elsewhere in this document. BT BT One Cloud Cisco , Page 16 of 17 Figure 9 -One Cloud Cisco via a single IPClear accesses with a CE router to provide connectivity to the Customer's IP Phones; with CBIBO to the PSTN BT BT One Cloud Cisco , Page 17 of 17