Designing & Implementing Your IP
PBX
Success is all in the planning
Paul C Cissel, CEO, Internet & Telephone, LLC
January 23-26, 2007• Ft. Lauderdale, Florida
Introduction –What we will review
• Installation Types
• Process
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Site Discovery
Design
System Order
Implementation
Training
• Cutover
• Sign-off
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Installation Types
– Full Installation at New Facility
• Can be fully cut and live prior to move in (Parallel Cut)
• Training logistics must be considered
• Phone numbers will have to be moved to new trunks
– Full Installation at Existing Facility
• Trunks will have to be moved to new system (Hot Cut or
Flash Cut)
» (continued)
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Installation Types
– Incremental/Phased-in Multi PBX Installation
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Evaluation Systems
VOIP Expansion to Legacy PBX with Tie Lines
Remote Site Deployments
Departmental Deployments
VOIP Connectivity of Dissimilar Legacy PBXs
– Disaster Recovery Installation
• Backup System (Mobile?)
• Continuity of Operations Deployment
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Processes
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Discovery (Pre & Post Sales) Process
Design Process
Ordering Process
Implementation
• Staging
• Cutover
– Acceptance
• Review checklist
• Note unresolved problems, request & change orders
• Signature
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Discovery Process
– Verify/certify the Network (LAN/WAN)
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Utilize the OSI Open Systems Interconnect model
Certify wiring
Certify hubs, switches and routers
Certify PC’s; especially if utilizing Softphones
Verify speed and size servers (OS & MS Exchange)
Review traffic packet patterns and congestion
Establish Baseline
– Document necessary items to bring Network into
specification
January 23-26, 2007• Ft. Lauderdale, Florida
OSI Model
DATA UNIT
Host
Layers
Media
Layers
LAYER
FUNCTION
7
Application
Network Process to
application
6
Presentation
Data representation and
encryption
5
Session
Interhost communication
Segments
4
Transport
End-to-end connections and
reliability
Packets
3
Network
Path determination and logical
addressing (IP)
Frames
2
Data Link
Physical addressing (MAC &
LLC)
Bits
1
Physical
Media, signal and binary
transmission
Data
January 23-26, 2007• Ft. Lauderdale, Florida
OSI Visual
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Discovery Process
(cont.)
– Pre Walk through Documents
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Statement of Work
System Requirements
Project Contacts assigned
Call/Voice Mail/Auto Attendant Process Flow
Site Walk Workbook
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Responsible parties
PSTN/Carrier dial plan, trunking and configuration (B8ZS,etc)
Voice Mail, Email, Unified Messaging
Paging, Music/message on hold, conferencing
List employee/extension/DID/phone/headset
System Design Diagram
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Discovery Process
– Site Walk Through
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Collect and complete Site Walk Workbook
Meet and develop rapport with site contacts
Review Sales Order for additions
Complete System Diagrams
– System
– Call Flow
– Auto attendant/Voice Mail flow
• Set date for return and approval of Statement of Work
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Design Process
– Delivery and Acceptance of Statement of Work
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On Customer Site or Conference call
Present all data collected in a Statement of Work
Make any additional modifications to document
Get Signature
– Document, Document and Document
• It is good for both the Vendor and the Customer
– Have a Sole Point of Contact for the Customer
and the Install Team
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Order Process
– From signed Statement of Work
– Submit Purchase Order; get arrival date
– Schedule Training, Phone/headset/workstation
deployment
– Confirm Purchase Order and Shipment
– Review Statement of Work/System Design with
Sales and Implementation Team
– Confirm Equipment Delivery to Purchase Order
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Staging Process
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Confirm Equipment arrival with Order
Test devices prior to delivery to Customer Site
Install & Configure Hardware Devices
Finalize PSTN Line configurations
Freeze Change Orders
Deploy Configured System
Conduct Operational test
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Training
– End Users
– Receptionists
– Administrators
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Cutover Process
– Execute PSTN Line Cutover
– Execute Cutover Plan
– Verify All in working order
• Voice Mail Checklist
• Station/Phone Test Checklist
• Client Desktop Checklist
– Acceptance
• Review checklist
• Note unresolved problems, request & change orders
• Signature
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Highlights
– Document, Document and Document
• It is good for both the Vendor and the Customer
– Utilize the OSI Model for Network Baseline
– Keep Customer Completely Informed
– Have a Final Sign Off on an Acceptance Form
• There has to be a finish line.
– Be Onsite
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Day of Cutover
Day after Cutover
Week after Cutover
Month after Cutover
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Disastrous Implementation Precipitated by:
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Lack of Planning
Lack of Agreement
Inadequate Wiring, hubs, switches & routers
Under configured Server speed/Processor
memory
– Disk Space on Unified Messaging Server
– Lack of Rapport with Client
January 23-26, 2007• Ft. Lauderdale, Florida
Designing & Implementing Your IP PBX
• Successful Implementation Precipitated by:
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Certified Network Infrastructure
Full and Complete Documentation
Properly set Customer Expectations
3 C’s (Constant Customer Contact)
5 P’s (Prior Planning Prevents Poor Performance)
Good Customer Rapport
Basic Understanding of Customers Business
HARD Finish Line-Customer Sign off
January 23-26, 2007• Ft. Lauderdale, Florida