12/10/2008 Webinar # 3 - Top-10 Tips for Success Response Point, Service Providers, VARs

bunchlearnedNetworking and Communications

Oct 30, 2013 (3 years and 10 months ago)

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Microsoft Confidential. Do not distribute

12/10/2008




Webinar # 3
-


Top
-
10 Tips for Success


“Show
Me the Money”


Response Point, Service
Providers, VARs

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

Bandwidth.com, Cbeyond, Junction Networks, NGT, Packet8

Agents

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services





Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute


Produced and Presented by Thomas B. Cross

CEO
-

TECHtionary.com

World’s First and Largest Animated Free Library on
technology

www.techtionary.com

Presentation © Techtionary Corporation


permission granted to use with credit provided to
Techtionary.com

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

4

Users don’t know what they want but want to be asked.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Develop and maintain "technology committees" at
each location to develop and translate needs and
wants into technology plans, budgets and then
convert them to installation.

Develop a "best practices" blueprint or boilerplate
to acquire and implement technology and
communications including key communications
elements:

IT

Communications

Power

Infrastructure
-

HVAC, lighting, cabling

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Customer Interfaces
-
1 of 2

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Paging
-

critical to schools, hospitals,
manufacturing, hotels and many others

Emergency notification
-

make cell phones part of
the plan as often 80+% of calls come in parking
lots, stairwells and locations where there is no
phone.

Backup disaster planning
-

have a before and after.

Special needs by users and locations.

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Customers Interfaces


2 of 2

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

8

Don’t’ assume the network will work.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Its not just an issue of bandwidth speed but an
overall evaluation of your technology such as:

Age of network servers

Age of routers/switches

Age of PCs

Age of cabling

Age of NIC
-
network interface cards

Age of software

do you see a pattern?

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Network Assessment

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

10

If you don’t like checklist, then have a process.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Photo of inside plant where telephone company wires connect to customer premise equipment
(CPE) wires

Wire is distributed throughout buildings via conduit to equipment rooms which
contain wiring closets and termination demarcs.

66 block

Riser Conduit

Note: These photos are from the same room.

110 block

IDF
-

Intermediate Distribution Frame

Connecting terminations

Note: water bottle used to short
-
circuit wiring. While this
closet is in the Jacob Javits Convention Center in NYC, it is
very typical of the dirt and mess found in these closets.
More typical in the closet is janitorial supplies.

Microsoft Confidential. Do not distribute

Riser Conduit

LAN Switches

Fiber interface

Another example of a telephone
-
LAN wiring closets.

Photos are from the same room. Notice proximity of water faucet to
electrical equipment. No wonder LANs fail as often as they do.
NOTE
the dust pan hanging from the telephone cable
-

AGHGH!!!

Now we can really mop up!!

Microsoft Confidential. Do not distribute

66 block

Outside Plant Cable

Notice proximity of water faucet to
electrical equipment. No wonder LANs
fail as often as they do.

Another example of a telephone
-
LAN wiring closets.

Black plugs are lightning fuses

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Five Points to Review About Wiring

1) Where in the building or campus does the telephone company
lines meet the building/campus owner’s wiring?


In other words, you need conduit to get from where the
telephone company brings it in to where you need it.

2) How must capacity (number of pairs) is available, unused, or
not reserved?


That is, look closer to see if the pairs are reserved
.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Five Points to Review About Wiring

3
) If additional capacity is needed from the telephone company, how long will it
take?


The demand for outside plant is enormous. Some customers are waiting
6
-
9 months for service because even the largest
telephone company
only
has so much capital budget.

4) Does the landlord have an existing contract with wiring company for the
management of the inside wire in the building? And, how much do they
charge?


Watch out for the troll in the basement who extols an arm and leg for
access

5) Is the cable going through bad bends, humid closets and fluorescent lights
or water
-
soda machines?


Each of these can ruin the performance of a cabling job.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Response Point
Base Unit

Windows XPe +

SIP/RTP +

VoIP Gateway

SIP phones

PCs running

Personal Center
software

SIP, e.g.

BroadWorks
Server

Switch / Hub

(managed by ITSP)

Response Point Architecture

Local Area Network

PC running Management
Center software

PSTN

(analog phone

service)

Internet

Converged Voice/Data Service (PSTN Replacement)

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

19

SIP Calls

Other SIP nets

PSTN

SIP Trunking Service

SIP Provider Gateway

T
-
1 or . . other data link

Understand all the parts, not just the CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

20

Know when service will be delivered and when you will get paid.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Day of Install checklist (start working on this now)

Network services (lines/trunks, test long before
cutover)

Programming of telephone numbers

Programming of features

Programming of voice mail

Testing of all telephones for internal, local and
long distance access

Testing of quality

Stress test, again, better safe than sorry

Decommissioning of old system
-

salvage or sale

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Checklist

Microsoft Confidential. Do not distribute

23

Have a checklist and a process.

Microsoft Confidential. Do not distribute

One of the few times, a picture explains it all.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Crackling and crosstalk


check for poor cable
connections, cable network design and electrical
grounding.

Static, hissing noise (white
-
constant, pink
-
less constant,
brown
-
indescribable)


check the Voice Activity Detector
(VAD).

Hum ("60 cycles AC
-
Alternating Current")


check wiring
may be to close to electrical power sources, wiring and
transformers such as lighting, water/soda fountains.

Voice volume distortion of too loud, low, fuzzy, tinny


adjust or replace phoneset/softphone software.

Echo (acoustic) for listener or talker


check the operation
of the echo canceller.

Bandwidth
-

ensure you have enough "symmetrical"
bandwidth. Recommend that all applications should not
exceed 75% of the available bandwidth.

Just a Few Common Problems

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

29

Users won’t use what they don’t know and they will blame you.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

31

Best Practice
-

Hand
-
deliver and go over the first bill.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

1


User Assessment

2
-

Network Assessment

3
-

Systems Upgrade


routers, switches, cabling

4
-

Data systems integration

5


Service Selection
-

RP Service Providers:

6
-

Installation and test

7
-

Troubleshooting and diagnostics

8
-

Training

9


Billing

10


Followup and Additional Services

Customer equipment is often referred to as CPE
-
Customer Premise Equipment.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Top
-
10 Annuities to be a top

MSP
-
Managed Services Provider

Show Me the Money

33

Maintenance/Moves


basic protection

Monitoring


disaster planning

Messaging
-

conferencing

Management


professional services

Mobility


“find me, follow me”

Malevolence


computer/physical security

Media
-

data backup protection

Marketing


hosting, development,

Means


infinite demand for bandwidth

Methods


CRM, business process, e.g.
call recording




Why is this man
smiling


Microsoft Confidential. Do not distribute

34

1
-

What are the
top selling points
on key or PBX
telephone systems?


-

Cut costs, free interoffice communication, features that
save money, collaboration, consolidation.



2


What are the

top features/benefits
SMB customers
looking for in a telephone system?


-

Putting voice traffic over the WAN to cut costs, build in
efficiencies, centralize management.


Routing features for
disaster recovery, ease of adding or subtracting users.

Selling

Key/PBX


Microsoft Confidential. Do not distribute

35

3


How important is an “IP” solution to customers of any size?


-

Most customers think cost, but in reality it is features,
voicemail to email, remote use, IVR, auto attendant, enhanced
routing features, failover.



4


Anything else you would like to say would be helpful and a
good quote would be nice.


-

Most people that are considering an IP solution should not
have cost savings as their #1 concern.


They should look at the
added value and features that will save them costs in the long
run.

Selling

Key/PBX


Microsoft Confidential. Do not distribute

36

Doug Green


Editor/Publisher Telecom Reseller News reminds you to not
loose any opportunity by not selling bandwidth.

Tom reminds you that the more you know the more you can do.

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute


DS
-
0
-

one voice/data channel of 64 kilobits per second


DS
-
1 or T1
-

24 channels of 64 KBPS or 1.544 megabits per second


E1
-

30 channels at 2.048 megabits


DS
-
2 or T2
-

96 channels or 6.312 megabits per second (4T
-
1s)


DS
-
3 or T3
-

672 channels or 44.736 megabits per second


DS
-
4 or T4
-

4032 channels or 274.176 megabits per second


SONET OC
-
1
-

51.8 megabits per second or 1 T
-
3


Contains a T
-
3 but has a lot of overhead or protection (error checking)


SONET OC
-
3
-

155 megabits per second or 3 T
-
3s


SONET OC
-
12
-

622 megabits per second or 12 T
-
3s


SONET OC
-
48
-

2.488 gigabits per second or 48 T
-
3s


SONET OC
-
96
-

4.976 gigabits per second or 96 T
-
3s


SONET OC
-
192
-

9.953 gigabits per second or 192 T
-
3s


SONET OC
-
255
-

13.92 gigabits per second or 255 T
-
3s


SONET OC
-
768
-

39.81 gigabits per second or 768 T
-
3s


SONET
-

Synchronous Optical NETwork
-

OC
-

optical carrier

Terms
-
R
-
Us

Review of Digital Terms

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Packet
-
Cell
-
Frame

Packet
-
Switched

Connections

A

T

M


0

56
-
64K

128K

1.544M

45M

Digital

T
-
1
-

DS1

1.544 MBPS

Internet Access

Branch Offices







BRI
-
ISDN

2B+D





Dialup Switched

Circuit
-
Switched

Connections

Private
-
Leased

“Always on”

Non
-
switched


POTS

DS0

B
-
Channel

56
-
64 KBPS



X.25



155M+


Low Speed

Analog

Digital

ATM machines

Alarm circuits


I

P









T
-
1
-

24 channels

PRI
-
ISDN

23B+D channels

or Multiple PRIs

F

R

A

M

E



Digital

DS
-
3

45 MBPS

Broadcast TV

OC
-
1x

Over SONET

Internet

Speed

Gigabits

622M+

X

D

S

L

FAST


E

T

H

E

R

N

E

T

1
-
1,000

Mega

Bits

Per

Second


One

mega

bit at a

time

Telephone
Network
Services

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Questions/Discussion

Any questions/input/clarifications?

Microsoft Confidential

39

Microsoft Confidential. Do not distribute

Microsoft Confidential. Do not distribute

Response Point Resources

For SIP Providers:
http://www.microsoft.com/responsepo
int/partners.aspx


Microsoft Response Point

www.microsoft.com/responsepoint

Microsoft Response Point Blog

http://blogs.technet.com/rp/