Kinh nghim trin khai

mng Thoi ca FPT

Case Study FPT IP Telephony Deployment

Ngi trnh by: Nguyn Xun Vit

Director of Technology Center
FPT Information System

Ni dung
Tng quan v IP Communications
Kinh nghim trin khai IP Telephony ca FPT
Hng ti tng lai

Tng quan v IP Communications

IPC l g?
T thoi truyn thng ti IPC
nh gi u im ca IPC

IPC l g?
VoIP: Truyn ti thoi qua mng d liu IP
IP Telephony: thc hin cc cuc gi thng qua vic ng dng
IP-PBX (tng i IP) v IP Phone (thoi IP)
IP Communications: M rng trn nn tng IP Telephony bao
gm cc ng dng doanh nghip tng cng kh nng trao i
thng tin trn nn IP:
Unified Messaging (Voice, Fax, Email)
Integrated Contact Center (trung tm h tr tch hp)
Rich-media Conferencing (hi ngh a phng tin-Voice,
Video, Web)

Danh mc thit b ca gii

php Cisco IPC
Integrated Management
ng dng

Thit b
u cui
iu khin
cuc gi

Workplace
Resources

Voicemail
and UM

Cisco IP Phones

Wireless Phone

Customer
Contact

Mobile
Connect

Video Phone

IP Communicator

Survivable Remote
Site Telephony on
Cisco ISR

CallManager

Rich Media
Conferencing

VT Advantage

Cisco CallManager
Express and Unity
Express on Cisco ISR

H tng
Routing, QoS

Switching

Administration

Wireless

Security

Content Delivery

Trc khi ng dng IP

Phone
Legacy PBX

Cuc gi lin vng

Chi nhnh 1
EKTS/ PBX

VM

IP WAN
Chi nhnh 2
EKTS/ PBX

PSTN

Chi nhnh (n)

EKTS/ PBX

Apps
Server(s)

Trung tm

VoIP & IP Telephony

Legacy PBX
Cisco CallManager
Cluster

Cuc gi lin vng

Branch 1
EKTS/ PBX

VM

IP WAN

Branch 2
EKTS/ PBX

PSTN

Branch (n)
EKTS/ PBX

Apps
Server(s)

Trung tm

B sung cc Server IPC

Legacy PBX
Cisco CallManager
Cluster

Cuc gi lin vng

VM

IP WAN
Unified
Messaging
Server(s)
CRS
Server(s)
Contact
Center
Server(s)

Chi nhnh 1

Chi nhnh 2

PSTN

Chi nhnh (n)

Other Apps
Server(s)

Trung tm

Loi b PBX ti Trung tm

Cuc gi lin vng

Cisco CallManager
Cluster

IP WAN
Unified
Messaging
Server(s)
IP-IVR
Server(s)
Contact
Center
Server(s)
Other Apps
Server(s)

Trung tm

Chi nhnh 1

Chi nhnh 2

PSTN

Chi nhnh (n)

u im ca IPC
Theo Sage Research:
Hiu qu chi ph:

Gim chi ph vn hnh

Gim chi ph di chuyn, b sung, thay i
Gim chi ph bo hnh
Gim chi ph ng di

Hiu sut lm vic ca nhn vin v ca IT tng

Tng cng tnh n nh ca doanh nghip
Kh nng to cc vn phng o
Khi phc hot ng nhanh khi c s c

Nhn vin v khch hng hi lng

Tng kh nng lin lc bng nhiu phng tin khc nhau
Cc c tnh cuc gi cao cp c s dng d dng

Li ch ca IP Communications

84%
75%

Cost savings (N=100/146)

84%

Need to standardize equipment

(N=100/147)

66%
78%

Employee productivity gains

(N=100/148)

65%
76%

Previous PBX at end of lifecycle

(N=100/147)*
Call center volume increases
(N=100/146)

58%
46%
2005

36%

Other productivity benefits

(N=100/61)

64%

2002

29%

Other factors (N=100/52)

50%
0%

25%

50%

75%

100%

% of responses "somewhat" or "very" important

Source: Sage Research, IPC Productivity Report, April 2005

Cost Savings is #1
Productivity increasing
in importance - nearly
as important as cost
savings

Hiu sut ca nhn vin tng

Di chuyn, b sung, thay i n

gin
Nhn vin lm vic ti nh s
dng IPC
Truy cp cc cuc gi nh, tit
kim thi gian
Tng hiu sut lm vic ca
nhn vin ti tr s chnh
Tng hiu sut lm vic ti chi
nhnh

Source: Sage Research, IPC Productivity Report, April 2005

Thi gian ng dng v nhn thc

li ch ca IPC

Truy cp cc cuc gi
nh, tit kim thi gian
Di chuyn, b sung,
thay i n gin
Tng hiu sut lm
vic ca nhn vin ti
tr s chnh
Tng hiu sut lm
vic ti chi nhnh
Nhn vin lm vic ti
nh s dng IPC

Source: Sage Research, IPC Productivity Report, April 2005

Kinh nghim trin khai IP

Telephony ca FPT

Nhng thch thc i vi vic ng dng IP

Telephony
Nhng yu t thnh cng
Trin khai IP Telephony ti FPT
T PBX ti IP Telephony
M hnh trin khai

Cc thch thc cho vic trin

khai IP Telephony
Thch thc trong ni b t chc
Lnh o quan tm ti hiu qu u t
Nhn vin ph trch thit b vin thng, tng i
Thch thc v ti chnh/k thut
Nng cp h tng mng
Thit k v qun l h thng chuyn tip
Cu hnh thit b
Cht lng thoi
Thch thc v lp k hoch
La chn gii php
Thu thp cc yu cu h thng

Nhng yu t thnh cng

Thc hin cc nghin cu kho st s b
Thng nht ni b v vic p dng cng ngh mi,
xc lp mc tiu r rng
Chi tit ho vic lp k hoch v qun tr d n
nh gi chnh xc h tng mng hin ti
Xc nh nhu cu ca ngi s dng

Chun b h tng mng

La chn gii php ph hp
o to nhn vin, hng dn s dng

Trin khai IP Telephony ti FPT

H thng thoi TDM:
FPT c tr s ti 89 Lng H, chi nhnh 2 ti 41 Sng Nguyt
nh
Cc cng ty thnh vin (FIS, FOX, FSOFT, FDC, FSS, FES) c
vn phng v tr s khc nhau
H thng thoi ni b ti cc im s dng tng i PBX
Cc cuc gi ni b gia cc chi nhnh ti cc a im khc
nhau thc hin thng qua PTSN
Trc nm 2003, FPT duy tr h thng thoi v d liu tch bit
T gia nm 2003, FPT trin khai VoIP ti 2 im 89 Lng H 41 Sng Nguyt nh theo m hnh Toll by-pass, th nghim IP
Phone
u nm 2006, FPT trin khai IP Phone trn quy m tng th,
ang chuyn i dn t thoi TDM sang IP Phone

e
lin

lin
x

VoIP Toll by-pass

Trin khai IP Telephony ti FPT

Thng nht mc tiu:
Thay th cc tng i s PBX bng IP-PBX
u t vo cng ngh thoi IP :

Pht huy s dng Softphone, c bit l kt hp vi VPN

Tng hiu sut lm vic bng vic tng trao i thng tin ni b
Tp trung giao tip vi PSTN ti 2 im
Chun b th nghim cc ng dng nng cao nh Unified Messaging,
Unified Communications

Chun b h tng mng:

Kt ni Bc-Nam: Leased-line 4Mbps

Kt ni ni tnh gia cc a im: Ethernet 100Mbps
Mng LAN ni b thit k theo m hnh mng phn cp ca Cisco
Cc thit b kt ni h tr QoS, Security

La chn gii php: Cisco IP Telephony

Thit k: theo m hnh phn tn (Distributed CCM)
Qun tr d n: thnh lp i trin khai d n

M hnh trin khai

HaNoi

HCM

PSTN

FPT HCM

30

-3
0l

E1

ine

FPT HaNoi
E1

e
lin

Backbone

Voice Gateway

Firewall

Voice Gateway
Firewall

Switch

Switch
CallManager

IP Phone

Softphone

CallManager

Softphone

IP Phone

Cc kt qu
IP Phone c a vo s dng trn ton b h thng FPT
K hoch nh s (dial plan) c hoch nh cc cng ty
thnh vin trao i vi nhau d dng
Mt s hin tng pht sinh:
Thoi mt chiu: hiu chnh cu hnh trn Firewall
Softphone hot ng khng n nh: iu chnh cu hnh trn
my PC
H thng IP Phone khng ch l cng ngh. N thc s gip cho
vic qun l hiu qu doanh nghip trong cng tc truyn thng.
y l mt bc tin ca CNTT i vo lnh vc thng tin lin lc,
mt minh chng na v tnh hiu qu ca CNTT trong vic s ho
i sng x hi v hot ng kinh t
Dr. Bi Quang Ngc CIO, FPT Corp.

Hng ti tng lai

Unified Communications (truyn thng hp nht):
m rng trn nn tng IPC, b sung giao thc SIP,
cho php vic truyn thng c thc hin bng
cc phng tin c th, bt k lc no, bt k u
Cisco Unified Applications:
Cisco Unity Connection
Cisco Unified MeetingPlace

Unified Communications Clients:

Cisco IP Communicator
Cisco Unified Video Advantage
Cisco Unified Personal Communicator

nh hng ca Cisco: Tch hp

con ngi, mng v ng dng
Mng thng minh
p dng IP Communications

Communications
Communications Experience
Experience
Convergence
Convergence

Service
Convergence
Media
Convergence

NETWORK
SIMPLIFICATION
Integrated Security
Centralized Call
Control
User Mobility

OPEX
REDUCTION
All Communications
Over IP
Integrated Wiring
Plants
Toll Bypass

NEW
CAPABILITIES
Personalized
Services
Context and
Presence
Rich
Communications

Applications
Virtualization

Movement
1997

2001

2006

2009

S phc tp ca trao i thng

tin
5 Voicemails!

Meetings All Day

Have a Minute?

u there?

20 E-Mails!

Qu ti thng tin
Qu nhiu thit b
Bt k u/bt k lc
no

15 Attachments!!

Hn ch cng ngh
Cc gii php khc nhau
Truy cp khc nhau

S phc tp nh hng ti
hiu sut ca doanh nghip
Cc thit b v ng
dng truyn thng
ngy cng pht trin

Khng th
trao i
c vi
ng nghip
khi gi ln
u

Kt qu l b
tr v khng
ng thi hn
Daily 36%

6.4 Types of Devices

Monthly 22%
Daily 52%

27% thi gian

trung bnh i li
Nhn vin tng vic i
li

Phi s dng
nhiu phng
php tip
cn vi ng
nghip
Source: Sage Research

Ngi s dng thc s mun g

Kim sot thng tin

Gii php cng ngh

Ti u
Khi no ti mun

Cc thit b lm vic vi nhau

Truy cp ti dch v n gin

Xu hng truyn thng: Mobility &

Virtualization vi Cisco IP Communicator
Hm qua: Mi ngi n cng s

Hm nay: Vic n vi mi ngi

Office

Home

Transportation
WAN/Internet

Airport

Hotel

Vo nm 2007 lm vic t xa s c thc hin bi ln hn 60 triu

ngi
Hn 66 % nhn vin s s dng cng ngh mobile & wireless
(Ngun: Gartner Management Update 2004)

Cisco Unified Video Telephony

Video Telephony - Ch n
gin l mt cuc gi !
Thun tin cho ngi s dng v thoi v
video c thc hin ng thi
Cu hnh, qun tr v iu khin cuc gi
mt cch tp trung
Bo v u t i vi nhng ti nguyn
hin ang s dng:

Cisco Video telephony

endpoints

Thoi IP telephony
Mng d liu v cc ng dng
Thit b HNTH ang dng

Videoconferencing
Endpoints

Hot ng ca VT Advantage
Cisco IP Phone
7960G

m thanh nghe t Phone

Hnh nh nhn thng qua
PC

Association
Voice
Dialing

Video

PC lin kt vi IP phone
IP Phone thc hin cuc gi
Answer

Rich media Conferencing

Giao tip t nhin v hiu qu nh khi mt-i-mt

Ai ang chia s
Ai ang ni
Ai tham d
Tham d nh th
no

2004 Results

Cc ca s
Video c th
thay i kch c

Kh nng Voice/Video/Web conferencing v iu khin

ton din

Tch hp ng dng vi IP Phone

5 pht trc cuc hp

Mn hnh IP Phone thng

bo nhc nh

Tham d cuc hp

Mary Davis
Gen Manager
Office 237

Phng hp xut hin trn mn hnh PC

hin th cc ti liu c chia s cng
nh hnh ca cc ngi tham gia
trc

Kch chut vo nh hin

th thng tin thm v ngi

Unified Communications
Desktop Client
Powerful communication tools in a single, easy-to-use desktop software application

Cisco Unified
Presence Server

Cisco Unified
CallManager 5.0

Presence State, Services

IP Communications System

Cisco Unity
Connection 1.2

Intelligent Voice Messaging

Adaptive User Interface

Presence-enabled
Call, Collaborate, Escalate
Desktop Video Calling

Cisco Unified Personal Communicator

Cisco Unified
MeetingPlace Express
Webconferencing