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Customer Profile
XYZ, Inc. (hereafter referred to as XYZ) is one of the largest manufacturers of pharmaceutical products in the United States. The company headquarters is located in San Jose, California. The company has grown rapidly and currently has two branch offices in the United States and an international presence in Australia.The San Jose headquarters location has 1000 employees. Within the United States, the company has two branch sales offices, in Seattle and Dallas. The international headquarters in Sydney, Australia has 500 employees and has two branch sales offices, in Melbourne and Brisbane. Table 3-1 lists the exact number of employees per site.
| Site Name | Number of Users |
|---|---|
| San Jose U.S. Headquarters | 1000 |
| Seattle branch | 50 |
| Dallas branch | 15 |
| Sydney International Headquarters | 500 |
| Melbourne branch | 40 |
| Brisbane branch | 10 |
Data Network Architecture
Figure 3-1 shows the existing data and voice network architecture of XYZ. The voice and data networks are separate and operated independently. The central sites for the XYZ network are San Jose and Sydney. The Seattle and Dallas sites are the remote sites in the U.S. that connect to the San Jose central site. The Melbourne and Brisbane sites are the remote sites in Australia that connect to the Sydney central site. The data traffic from the remote sites traverses across the IP-WAN links to the central sites. A 2-Mbps leased circuit connects the central sites in San Jose and Sydney.
Figure 3-1. XYZ Data and Voice Network Architecture
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Figure 3-2. XYZ Physical LAN Architecture at Central Sites
Chapter 4, "Planning Phase," discusses these exceptions and provides recommendations for handling them.TipWhen you are building new cabling infrastructure for future campuses, you need only one RJ-45 port at every desk for both data and voice communications, eliminating the need for extra cabling infrastructure to support voice communications. However, having a second RJ-45 port and connecting to a different switch or to a different module on the same switch chassis provides physical redundancy.In Figure 3-2, the access layer Catalyst 6500 switches connect via two Gigabit Ethernet fiber links to two Catalyst 6500 switches in the distribution layer. Two distribution layer Catalyst 6500 switches use the Hot Standby Routing Protocol (HSRP) between them for path redundancy. Each distribution layer Catalyst 6500 switch connects back to the two core layer Catalyst 6500 switches via a routed Gigabit Ethernet link. The core layer Catalyst 6500 switches also connect to WAN routers, which connect to the carrier to provide WAN connectivity.Figure 3-3 shows the physical LAN and WAN architecture at the remote sites.
Figure 3-3. XYZ Physical LAN and WAN Architecture at Remote Sites
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Voice Network Architecture
As shown in Figure 3-1, each site has PBX systems deployed locally. Each site processes its own calls. Failure of the PBX system at any site does not impact other sites.All the calls that originate from the individual sites are routed via the local PSTN connection. The international calls between the U.S. sites and Australian sites traverse the PSTN and are the major part of the XYZ telecommunications expenditure.
Data Applications
At XYZ, commonly used applications are e-mail, file transfers, web, and some database applications. No real-time application in the network requires traffic prioritization. However, the QoS policies and configurations must ensure that the performance of existing applications does not degrade because of the traffic prioritization that is required for real-time applications.
Directory and Messaging Architecture
The XYZ corporate directory architecture is based on Microsoft Active Directory. The messaging environment is based on Microsoft Exchange 2000 on a Windows 2000 Server operating system platform. Users use Microsoft Outlook to retrieve e-mail via Post Office Protocol Version 3 (POP3).
PBX and Voice-Mail System Features
As shown earlier in Figure 3-1, all the locations have PBX systems today. The PBX systems support the following functions:Call park Allows a phone user to "park" a call that is received on their phone, effectively placing the call in a hold state, retrieve the call at another station, and continue the conversation. Another phone user can also retrieve the parked call if notified by the first phone user. This feature provides phone users with mobility and eliminates the need to return calls.Call transfer Allows a phone user to transfer the call received on their phone to another phone user within the system or transfer the call to an external phone user. This feature eliminates the need for the calling party to hang up and dial another number to reach the desired party.Call pickup Allows a phone user to retrieve and answer a call ringing at another phone, or on any other phone in the phone user's assigned call-pickup group (call pickup). The phone user can also pick up the call that is ringing on another phone that is part of another call-pickup group (group pickup). The phone user dials a preconfigured call-pickup number to take the call.Call back Notifies a phone user of the availability of a previously called user phone if that user did not answer the call previously. The phone user who invokes this feature gets an audible or visual notification informing them of the availability of the other phone user.Ad hoc conferencing Allows a phone user to add a third user to the existing conversation, effectively making the call a conference call.Class of Restrictions (CoR) Allows you to assign calling privileges on a per-phone basis based on the location of the phone or the type of user. For example, you can configure a lobby phone to prevent someone from making long-distance or international calls.Speed dialing Allows a phone user to program the buttons on their phone with frequently dialed numbers. The phone user can call the number by pressing the button instead of dialing the whole number.Music on Hold Provides a phone user with announcements while their call is placed on hold.Call forwarding Allows a phone user to forward calls received on their phone to another phone within the system or to an external phone number. The following functionalities are supported:Call Forward All (CFwdAll) Forward all calls to a programmed destination numberCall Forward Busy (CFB) Forward the calls to another number to a voice-mail system if the user phone is engaged in another conversationCall Forward No Answer (CFNA) Forward calls to another number within the system or external to the system if the phone user does not answer the call at their phoneDisplay call history Allows a phone user to view the missed calls, previously dialed numbers, and received calls on their phone and to dial the numbers without entering the digits manually.Call waiting Provides a visual notification or alert mechanism to the phone user to inform them of other incoming calls arriving at their phone while they are engaged in a conversation on the same line.Site-specific Automated Attendant functionality Allows external callers when they dial the branch main number to search the phone directory based on the user's extension number or by their first or last name.Call Detailed Recording (CDR) Stores the information about incoming/outgoing calls received or dialed by every phone user in the system. This information is useful in generating department-wide billing reports or doing a study of the calling patterns in the organization.
XYZ's voice-mail systems are currently completely separate from the e-mail environment. The existing voice-mail systems support the following features:Message Waiting Indication (MWI) Provides a user with a visual or audible notification on the phone that new voice mails are waiting in the mailbox.Message notifications Allows a user to configure the settings on their mailbox to notify them via e-mail, pager, or cell phone whenever they get new voice mails.Alternate greetings Allows a user to set up different greetings to inform the calling party that the user is on an extended absence or is out of the office temporarily.Directory service Allows an external/internal user to search the company's phone directory by using the extension number or by entering the first or last name of the user.Group mailboxes or distribution lists Allows voice-mail users to be grouped so that a voice message sent to such a group is distributed to all users in that group. This feature allows executives or management to send out voice messages to the entire company staff or to a group of people about company events.Storage Approximately 20 minutes of storage is available per user mailbox.Remote voice-mail access Access to voice mail from remote locations is available via the Telephony User Interface (TUI).
The proposed IPT solution should support at minimum all of the preceding functionalities and features that exist in the current PBX and voice-mail systems.
