Implementation of IP-Centrex in Oki Electric Group of Companies

Eiki Ichinohe

The Oki Electric Group fully implemented the VoIP voice network (extension network) within the group in 2003. This system dramatically reduced costs by doing away with conventional toll switching equipment and Overseas converting connections between the switches of individual [2] Wide area LAN WAN locations to IP communications. This was performed along with a review of domestic networks. Implementation Internet of the IP-Centrex has been promoted since FY2004 to NOC IDC unify phone numbers within the Oki Electric Group in [1] Ring response to the diversification of terminals, fusing them with information systems and further reducing costs. DC [3] Internet/VPN Activities ranging from the implementation of VoIP to IP- [4] Internet/VPN (closed) Centrex are introduced in this paper. ADSL B-Flets network Conversion from toll switching equipment IDC : Internet Data Center to VoIP networks NOC : Network Operation Center DC : Data Center The conversion of toll switching equipment networks to VoIP for voice connections within the Oki Electric Fig. 2 IP networks of Oki Electric Group Group started in August 1998 and was completed in 2003, when networks at all locations (domestic and overseas) were converted to IP networks (sharing with Furthermore, clarification of the risks as well as a further data systems) (Figure 1). reduction in costs have been promoted through the selection of four network categories suitable for particular situations; backbone networks ([1] Ring), large-scale 442 locations and 1,442 lines As of August 2003 location networks ([2] Wide area LAN), intermediate- Domestic block Kanto District scale networks ([3] Internet/VPN: Closed) and small- locations Shibaura District Locations WAN routers WAN routers scale location networks ([4] Internet/VPN), as shown in Domestic WAN Figure 2. Domestic WAN BV1250 (Wide Area LAN) LS (IP-VPN) BV1250 LS

11 locations and 269 lines 264 locations and 753 lines BV2000 Network evaluation for IP-Centrex Overseas WAN Internet / VPN Major locations implementation Overseas locations (Dedicated lines Gatekeeper in Kanto WAN routers and FR networks) WAN routers A network evaluation, intended to determine the 192 lines effects on internal networks of the Oki Electric Group, as BV1250 BV1500 LS LS well as to secure voice quality, was conducted as advance preparation for the full-scale implementation of 26 locations and 68 lines LS LS LS 140 locations and 140 lines *LS: Private branch exchange (PBX) the IP-Centrex system. For this reason a model was set for each mode of connection for domestic IP networks and verifications were performed for each evaluation item Fig. 1 VoIP network of Oki Electric Group including voice quality, bands used by data, voice and images, as well as responses, priority control and band control for each model. Networks for data systems and voice systems were (1) Wide area LAN model centralized through the conversion of networks to VoIP systems, thereby dramatically reducing network Network loads are not a concern for wide area LAN expenses. However, since the operation of switching the models, since networks are redundantly configured and equipment installed at individual locations continued as it the main lines are used by data systems, the secondary was, a response to new functions, such as IP by voice systems. Since both data systems and voice conversions and wireless conversions within those systems use the same line when network disorders locations, was difficult to achieve. The “IP-Centrex occur, there are no practical problems as long as the Implementation Plan” was formulated and the band control on such occasions is adequately designed. implementation of the IP-Centrex has been promoted (2) Large and intermediate-scale internet/VPN models since FY2004 in order to further reduce operating costs. Large and intermediate-scale locations of the

8 Oki Technical Review April 2006/Issue 206 Vol.73 No.2 Special Issue on Customer Case Examples

Internet/VPN models are 100Mbit/second connections Modeling of the selection criteria for implementation with secured practical speeds of approximately 20Mbit/ was performed in consideration for the fact that the second that present no problems with regards to the load functions that can be used differ from terminal to terminal on the network. However, since both data systems and as shown in Table 2, as well as the selection of terminals voice systems use the same line at all times and as the used vary depending on the business operation modes of VPN equipment will be installed on the route, it is individual employees. A trial was then conducted. necessary to have a band control with a thorough consideration for such issues and control the priority. Table 2 Models of terminals implemented (3) Small-scale internet/VPN models Type of Main implementing terminal Reason for selection of terminal corporate organizations Depending on the extent of application use at certain Software An improvement in operational efficiency and a reduction in Back offices locations, there is a slight deterioration in the response phones costs arising from business travel are sought through effective (excluding capability with small-scale internet/VPN models. use of application functions of software phones. manufacturing lines) Although these models are not valid for band controls, as FOMA An improvement in operational efficiency and a reduction in Sales, SE and design phones communication costs are sought using mobile phones that are organizations they are open internet/VPN models, we determined that essential for business operations due to frequent business engagements outside the office and because they can also be coverage should be possible through operations at used as phones for extension lines while moving around within locations with a small number of users. the company. (4) Wireless LAN implementation models WiFi An improvement in operational efficiency is sought by making Design and phones it possible to contact persons in locations where conventional management With regards to voice calls over wireless LAN on the phone lines have been abolished or transitioned to IP phones, organizations premises of locations it is necessary to conduct advance as well as while moving around within the company. surveys, such as the investigation of external PHS Existing wiring is effectively utilized to gain the effects of the Manufacturing plant IP-Centrex, such as mobile environments, at locations where it organizations environments (extrinsic waves), conditions of radio wave is difficult to set up LAN environments. leaks to exteriors, radio interference between wireless IP phones Implemented as phones for receiving incoming calls from external Fixed line phones of applications, as well as adjustments to the number of (e-Sound lines, representative phones for individual corporate organizations, individual corporate connections that can be established simultaneously or phones) as well as phones for receiving calls at branch offices. organizations the verification of handovers. Even if the designing and building of systems are conducted based on such surveys, the radio wave environment will change due to Location implementation model with changes in the external environment, changes with the IP-Centrex layout of the office, etc., therefore, periodical tuning will An evaluation was conducted during the trial also be necessary. implementation and models for the full-scale (5) Mobile environment utilization models implementation of the network as well as the terminals, Since security barriers are high for voice calls in a which do not rely on any network modes, were mobile environment, a thorough study must be formulated for individual locations (Figure 3). conducted and adequate countermeasures need to be Data center Clerical location model (combined model for effective use of location facilities) considered beforehand. Permission to use services in the Existing corporate Office Multi-functional phones extension BV1500 FOMA phone mobile environment is granted only to specific employees Wireless AP network SS9100 Analog phones FAX Monitoring Charging at Oki Electric Group. BV1600 server server AS8700 SS9100 Com@WILL PSTN Feeding switch “050” network network VC-D01 L2 SW IPLTU L2 SW POW Selection of terminals for implementing SS9100 network (Oki Electric Group network) IP-Centrex L2 SW L2 SW L2 SW POW PSTN Feeding switch network IPLTU IPLTU IPLTU IP e-Sound IP The majority of terminal devices connected to PSTN phones network Com@WILL Analog FAX Wireless AP IPLTU IPLTU phones conventional switching equipment were multi-function … IP FOMA Com@WILL e-Sound phones IP Base station PHS telephone sets (including analog phone sets) and Attendant IPLTU Branch office model (full-IP conversion model) consoles Multi-functional phones personal handyphone systems (PHS). In contrast the IP- IP FAX Overseas locations Machine room Office L2 SW Centrex system makes it possible to use new terminals, Com@WILL Manufacturing plant model (model for effective use of existing facilities) Existing VoIP such as IP phones, software phones, WiFi phones and network Switching FOMA phones. The types of terminals that can be equipment connected and the usable functions are listed in Table 1. Fig. 3 Location implementation models Table 1 Usable terminal functions

FOMA (1) Manufacturing plant model PHS Software e-Sound FOMA Wireless WiFi (IP base phone This model is for large areas that will be subject to LAN IP phone (mobile (extension stations) (PCs) phones) lines) coverage, with consideration for mobility needs and Web access *1 *1 accommodation for the use of numerous simple phones and a premise of making effective use of existing facilities Videophone to avoid spending more than the necessary costs in order Presence referencing *1 *1 to set up LAN environment due to the conversion to IP- Screen sharing Centrex. Terminals are primarily PHS. Instant messaging (2) Branch office model Voice calls This model is for full-scale IP conversions covering Roaming areas that are not large, which cater to the needs of *1: Available using devices that support browsers. personnel with a relatively high frequency of external engagements, such as sales professionals and for which costs involved in setting up the internal LAN again will not be very high. Terminals are primarily FOMA phones.

Oki Technical Review 9 April 2006/Issue 206 Vol.73 No.2 (3) Clerical location model (1) Initiating calls from telephone directory search This model is for sales, design and management In the past an individual information search screen organizations that make efficient use of existing facilities, (company names, corporate organization names, e-mail while full-scale IP conversions may take place on some addresses and telephone numbers) of the Oki Electric floors, combining both the manufacturing plant model and Group offered an e-mail transmission function that was the branch office model. For this reason, primary triggered by clicking on the listed e-mail address. With terminals vary among work sites and floors. the interlocking IP-Centrex it is now also possible to (4) Overseas locations model initiate telephone calls. The selection of a telephone It was decided to continue using existing switching number for the calling party, as well as the called party, is equipment at overseas locations since connection modes possible with this call initiation. of telecommunication carriers in other countries are (2) Initiating calls from schedule management screen inconsistent and because initiating and receiving external Initiating calls by clicking on the name of the called line calls must be performed locally. For this reason, party using the right button of the mouse is possible, software phones were to be used at overseas locations to without changing the schedule management software. utilize the extension line network of the Oki Electric Group. Currently it is possible to use software phones in Japanese, English and Chinese. Operational services with IP-Centrex A one-stop operating organization was established by Application interlocking with IP-Centrex centralizing operational maintenance tasks that have so far been conducted by individual corporate organizations, An improvement in efficiency, as well as the in connection with the implementation of IP-Centrex. This optimization of corporate activities through the phased organization is providing all relevant services, in a unified fusion of information and communications, are being collaboration of business units at Oki Electric, as well as promoted in connection with the implementation of IP- subsidiary and affiliated companies (Figure 6). Centrex. We are currently putting into practice the Individual services provided by the operational interlocking of a backbone system with the newly management organization are shown below: developed purchasing management system (Figure 4). Users Operational management organization Development organization Technical Fusion of information with communication and Operational management services support optimization of management in phases. General employees Inquiry Step 1 Step 2 Step 3 Failure calls IP phone network diagnostic services Help desk (collective contact reception) (Reduction of communication costs and TCO) (Optimization of front office operations) (Optimization of overall corporate activities) Operations substituting services IPTPC IP phones IP phones IP phones Cost processing services Technical Administrative Installation and support + + organization removal requests Assets managing services Information system applications Information system applications Server monitoring services Inquiry Backbone system Production control and design Failure calls Network monitoring services Communication support carriers Interlocking of information Inventory control and product Expenses system applications sales systems Telephone bill Software maintenance services invoicing Manufacturing payments Sales systems Presence Interlocking of web Software phones Onsite (installation and maintenance) Hardware maintenance services

Interlocking with business Housing services process management Interlocking with Adaptive communications backbone system Existing applications + (optimization of communications) communication frame Communications made easy! Results of communications are accumulated, Fig. 6 IP-Centrex operational services Realization of a new work style! analyzed and used effectively! (1) Operational management services Fig. 4 Procedure of fusing information and communications Stable operations are achieved by managing the overall operations of IP-Centrex and by collecting An example of interlocking with information system individual services. Responsibility for the entire system is applications that have already been realized is shown in assumed, while coordinating with development and SE Figure 5. organizations, as well as preparing operational performance reports and proposing improvements. Initiating calls from the schedule management screen (2) Help desk services *: Verification of presence is also possible. The help desk handles all inquiries, failure calls, as [2] Authentication well as installation and removal requests from all users process including general employees, part-time workers, temporary staff and administrative organizations in charge of managing business locations. Except for [1] The name of a person is selected and the call initiation is selected by clicking the right button of the mouse. inquiries relating to directions of use, all calls are Initiating calls from the telephone directory search screen [3] Select the called party and initiate a call. escalated to individual organizations providing specific services. (3) IP phone network diagnostic services These services are provided to periodically diagnose the network utilization status as well as the wireless LAN utilization status after initial implementation. These services differ from ordinary network diagnostics in that [1] Click on the telephone number and [2] Select one’s own phone functions to initiate a call. select call initiation. they feature a diagnosis on voice quality, as well as an analysis on the usage of IP phones. Fig. 5 Interlock of information system applications

10 Oki Technical Review April 2006/Issue 206 Vol.73 No.2 Special Issue on Customer Case Examples

(4) Operations substituting services (11)Housing services The collection of clerical operations in general, such Server group network equipment is installed in a solid as layout changes, installations and the removal of data center to facilitate stable operations. terminals, arrangements for various installation works, cost processing, as well as assets management, are all performed by the system on behalf of individual Cost reductions through conversion to administrative organizations that used to carry them out. IP-Centrex (5) Cost processing services A reduction in operating costs, as well as Invoices from individual communication carriers are communication costs (fixed line and mobile phones) for paid in bulk and billing services, which involve charge the entire group, is being promoted through conversion to management for individual terminals, as well as invoicing IP-Centrex. charges to individual corporate organizations, are (1) Reduction of operating costs conducted. An overall reduction of man-hours is sought by (6) Assets managing services centralizing tasks relating to the operation and Ledgers listing individual assets (servers, network maintenance of switching equipment previously equipment, terminals, IP addresses, telephone numbers, conducted at each individual location. Furthermore, due external lines, DID, DIL, trunks, etc.) are prepared and to network conversions to IP and wireless, there has basic information regarding the usage of individual been a dramatic reduction in telephone installation work, services is provided. which occurs with layout changes and organizational (7) Server monitoring services changes, thereby making it possible to compress IP-Centrex is configured by a diverse group of installation costs. servers. The status of these servers is monitored around (2) Reduction of communication costs the clock, 365 days a year. The main monitoring items A review regarding the number of subscribed external include a suspension of services, failure messages and phone lines at individual locations is being driven by the CPU usage rates, a mechanism of which is shown in centralized initiation of calls to external points. Figure 7. When an abnormality occurs, the corporate Furthermore, communication costs relating to mobile organization of the escalated request identifies the issue phones and overseas calls are being reduced through as a hardware or software problem and performs onsite conversion to the “050” networks (Figure 8). maintenance. [Initiating calls with special number “0”] Location Center e-mail Slide Local Domestic long-distance International notification NMS Monitoring PC First priority Local “050” network Local “050” network Local “050” network Second priority Center “050” network Center “050” network Center “050” network Special number: 0 Center Third priority INS INS INS Commands Trap notification Trap notification e-mail Oki Group BV Fourth priority Analog Analog Analog monitoring notification Special number: 0 WAN Monitoring & control SIP-P Special Disco number: 5 “050” network Soft-P Monitoring & control Compact CSCP “050” network Process IPLTU IP-CS Monitoring & control manager InSite Manager IPDLC Direct dialing (Hardware monitoring [Initiating calls with special number “5”] MKT-IP Monitoring & control of equipment) PSTN Transfer Slide Local Domestic long-distance International RLCP (INS & analog) IP-LTU First priority Local “050” network Local “050” network Local “050” network Monitoring & control Monitoring Switchboard number Second priority Analog Analog Analog VC-D01 Windows Win services Fig. 8 Order of priority for initiating calls to and receiving calls DL380 DKFAN POW from external lines

Fig. 7 IP-Centrex monitoring architecture Conclusion (8) Network monitoring services Activities relating to the implementation of IP-Centrex Individual network equipment used by IP-Centrex is at Oki Electric Group have been introduced. The monitored around the clock, 365 days a year. Services concepts and advanced technologies applied to these equivalent with those of the server monitoring are case examples can be applied to various business provided for the network equipment. enterprises. We hope that this paper will serve our customers as a showcase for model cases. (9) Software maintenance services Issues for the future include activities relating to the Versions for various software used by IP-Centrex, as enhancement of interlocking with business applications well as software used by the server group, are of backbone systems, as well as work relating to imaging periodically upgraded. Furthermore, strategies to fill systems. Furthermore, since telephone functions and security holes of these software, as well as steps to terminals of IP systems will continue to evolve in the prevent viruses are also performed. future, it is important to work on model cases by (10) Hardware maintenance services conducting practical activities in the latest environments Onsite maintenance services for hardware, such as at all times. the server group or network equipment, are conducted around the clock, 365 days a year. Authors Eiki Ichinohe: Information Planning Div.

* Company and product names mentioned in this paper are generally trademarks or registered trademarks of respective companies.

Oki Technical Review 11 April 2006/Issue 206 Vol.73 No.2