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Super Bob

Enterprise Connect – Through the Eyes of Bob

I’m really excited to be attending my first-ever Enterprise Connect in Orlando this next week.   From looking at the vendor list and sessions, it should be one of the biggest showcases of Unified Communications solutions this year and a great place to see the latest new solutions for my growing business.

Super BobRumor has it that Microsoft (booth # 1221) is going BIG with their launch of the new Skype for Business client and server software, taking Lync to the next level. Their booth and sessions are a “must see” on my list.  Zig Serafin, Corporate Vice President, Skype Business Services at Microsoft is the keynote speaker on Wednesday, March 18th from 10-10:30.  I’ll be there watching and listening intently.

After Microsoft (and it looks like right across the aisle), I’m really looking forward to visit AudioCodes to see their solution pavilion and demonstrations.  With offerings for my desktop users, the server room, my NOC and branch offices, the complete One Voice portfolio has served me well.  My understanding is they will be showing their One Box 365 complete solution including managed IP Phones.   I also hear from a reliable source that they’ll be showing a WebRTC to Lync integration, allowing users to share a URL to initiate a WebRTC call to Lync from their browser, avoiding the painful Lync browser plug-ins.

A number of great Microsoft and AudioCodes partners will be there as well, including NACR (booth #1805), SPS (booth #1531), The Via Group (booth #2012), and others.   The challenge is making the rounds and remembering everything in the few days I’ll be at the show.

The folks at AudioCodes have really flattered me with an invitation for a personal appearance in their booth and some cool tee shirts and other goodies with my likeness on them.  Stop in to their booth, snap a picture with me and you’ll go home with some cool swag.   If you are more interested in winning a new Surface 3 Pro, be sure to enter their Passport to Skype for Business drawing.

But I won’t keep all the great stuff to myself, I’ll be blogging and tweeting during the event, showing the best new solutions and snapping some pictures.  Keep an eye on #AUDCHERO on Twitter and be sure to check back to this blog every morning during the entire Enterprise Connect event.

After the event is over, you can always check in weekly as my accomplishments are regularly posted on my landing page at:  http://online.audiocodes.com/super-bob

Lync Conference 2014 Ran Inbar

Lync Conference 2014 – Smashing into a New Era

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Lync Conference 2014 Ran InbarThe second annual Lync Conference is now behind us, this year held in the Aria Convention Center in Las Vegas and again a sell-out.  Themed “Coming Together”, the event was attended by some 1,800 end-customers, partners and Microsoft staffers.   Mecca for the Lync faithful, the Lync Conference is the place to be for Lync education, networking and a peek at coming attractions.

This year saw an increasing number of enterprise users, many sharing their experiences in moving beyond their early pilots to full implementations.  During AudioCodes’ private “Circle of Excellence” pre-conference event, we heard from a number of Lync network administrators about their successes and challenges in implementing Lync voice and conferencing across their enterprises.  Cargill, Amgen, Bally Entertainment and a number of other large enterprises all shared their Lync migration stories in great detail.  You can read a summary of the event by Brent Kelly, Consultant at KelCor.

We also took the opportunity to demonstrate our new 430HD and 440HD IP Phones along with our Better Together over IP functionality for Microsoft Lync.  Shown here, Ran Inbar, CTO Unified Communication for AudioCodes demonstrates the Better Together functionality to Matt Landis, a widely read blogger on the topic of Lync.

On the main keynote stage, Microsoft announced some key milestones for Lync with Derek Burney demonstrating the increasingly integrated Skype/Lync experience, the newly updated Lync client for Android tablets and a pre-release look at voice-driven “zero click” Lync client features.

Microsoft Lync Conference 2014 Gurdeep PallFollowing Derek, Gurdeep Singh Pall returned to the stage, announcing the end of the era of Unified Communications and the start of Universal Communications, bringing a consistent user experience across media types and devices. Gurdeep also demonstrated a web-based Jscript application, showing a somewhat un-realistic medical consultation experience, where a patient could hold a video call with a doctor.  (While the technology is very much realistic, in my experience, actually getting a doctor on a video call is highly un-realistic – they seem to be pretty techno-phobic.)

AudioCodes had the opportunity to share our experiences on a panel discussion on the Lync Ecosystem, sharing the stage with AT&T, Jabra, Unify2 and HP.  Challenging the “one throat to choke” argument, the panel dissected the benefits of the well established relationships between the large systems integrators, partners and enterprise buyers.

And finally, in an over-the-top spectacle, Microsoft’s exhibit featured a “product launch” cage where visitors could use a large slingshot to launch legacy telecom devices into a wall, aiming for a target with a gong in the center.  The occasional direct hit would fill the hall with the crashing sound, followed by cheers from the crowd.

Even if you missed the event, you can still participate in the conversation on http://mylync.lyncconf.com – Alan can be reached  via email at alan.percy@audiocodes.com or on Twitter @AlanDPercy

Enterprise Mobility in the City of Gaudi

Enterprise Mobility in the City of Gaudi

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Cloud based enterprise mobility suite by AudioCodes

February is a busy month for us. We are now in the midst of the Microsoft Lync Conference and Mobile World Congress 2014 is taking place next week.

Mobile World Congress is special for us this year as we are finalizing the move of our enterprise mobility suite to the cloud and enriching it with new functionality.

Enterprise Mobility in the City of Gaudi

 Image source: Wikimedia Commons

What is AudioCodes One Voice for Enterprise Mobility all about?

Our newly launched solution, AudioCodes One Voice for Enterprise Mobility, creates a complete integration of mobile UC with enterprise UC in a secured and managed manner. It enables business employees to communicate with their colleagues seamlessly from their smartphone devices by initiating VoIP calls over Wi-Fi and cellular data services, through almost any enterprise PBX or IP-PBX. The solution allows enterprises to improve collaboration between their employees through features such as advanced dialing, smart contacts, enhanced presence, instant messaging and one-number reach. Enterprises can also dramatically reduce their cellular communications charges when roaming or using their private network.

Also included in the newly launched solution suite is cloud-based voice dialer application. We developed an Automatic Speech Recognition (ASR) solution for the Interactive Voice Response (IVR) market. By using our voice activated name dialing technology, we allow callers to state the name of the person or department they wish to call and be automatically transferred to the requested party, thus, relieving the hassle of searching for phone numbers or waiting to speak to an operator. This is an advanced service that can easily be integrated with most of the existing PBXs and IPBXs deployed today on the market eliminating the need for replacing existing equipment.

The solution is ideal for users on the go, specifically for making business calls while driving. It will be much safer and efficient to use our voice for dialing rather than our hands (and more in-line with legal regulations in some countries).

We are getting great initial feedback from our partners and customers and we are looking forward to hearing your feedback as well. We invite you to meet with us at Mobile World Congress. We are located at Booth #9, Section #5E81 in Hall 5. Just send me an email with your preferred time for getting together.

Read more about our new solution at:  http://www.audiocodes.com/solutions/enterprise-mobility or view the press release.

 

I don't gamble

I Don’t Gamble

The AudioCodes-Microsoft Lync angle

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I don’t gamble.  Not that I hate gambling, or that I don’t understand the “thrill” that comes with it.  I just don’t gamble.

When I was in my early 20’s I went on a family vacation in Puerto Rico, and our hotel had a casino.  I had 5 quarters in my pocket when I sat next to a slot machine.

4 quarters went away in a blink of an eye.  The fifth gave me back 6 quarters, and as I was about to kiss the last one goodbye and move on, I won $86.

I took the money and ran off to rent a jet ski. That was it. I never put a single coin in a slot machine since.

I recalled this since 2014 starts off for me with an unusual sequence of travel destinations:  I just got back from Macau China two weeks ago from our APAC sales kickoff event, and I’m heading next to Las Vegas for the Microsoft annual Lync Conference.  The two biggest gambling destinations in the world, 1 month apart, for someone who doesn’t gamble. Go figure.

I don't gamble

2014 is starting off on a very positive note for our Lync program.  We have introduced a new high capacity session border controller (SBC) which has sufficient capacity to cover the data centers and headquarters of 99.9% of the world’s enterprises.  We focused significant development efforts on functionality, security and interoperability in the last 3 years, and in 2013 we were able to quickly scale up the capacity of our SBC.  I think that the timing is pretty good because we are seeing enterprises scaling up their Lync deployments, and as they start retiring legacy PBX and ISDN/T1 trunks, they are moving to SIP Trunking.  This is exactly where we fit in with our SBC, as part of our very successful One Voice for Lync offering which includes gateways, SBC, SBA, IP Phones and applications for Lync.

Our release got a lot of positive industry reviews such as the article Thinking Big with AudioCodes by Blear Pleasant on UC Strategies.

“That’s why AudioCodes is “thinking big” and introduced the Mediant 9000 Session Border Controller, which supports up to 16,000 concurrent sessions and extends the capacity of AudioCodes Mediant SBC family.  As part of AudioCodes’ One Voice for Lync product portfolio, the larger capacity SBCs enable enterprise customers to consolidate the network infrastructure for Microsoft Lync, simplifying training, deployment and support. AudioCodes and Microsoft have been working together for years, and AudioCodes realized that it was important to expand its SBC capacity in order to better support large Lync deployments. This is especially important as the momentum for Microsoft Lync continues to grow, with nearly 60% of enterprises with over 500 seats surveyed by Infotrack deploying or planning to deploy Lync.”

It was very clear to us that once we complete the networking products portfolio, the next step would be to offer a uniform management suite for it, and that we did!  We just announced our One Voice Operations Center which is a holistic suite of life-cycle management applications for large scale cloud or premise-based unified communications deployments.  With that, we are very well positioned to serve the largest of the Fortune 500 enterprises as they roll out Lync globally.

Just before the Lync conference starts, we will be hosting a closed user group event of top notch Fortune enterprise customers, for a round-table discussion about Lync global roll out best practices. Later in the week we are holding a “Vegas Style” party for our partners and customers. If you are coming to the event please make sure to stop by the Audiocodes booth #625.

All in all I expect we will have a great week in Vegas.

It makes me feel that if you plan properly, you don’t have to gamble…

Breaking Loose from MPLS

Breaking Loose from MPLS? You Better Keep an Eye on Your Network

Breaking Loose from MPLSDid you ever hear this answer when complaining to IT about a bad call experience over a VoIP network?

Try to make that call again and if things go bad yet again please let me know

Enterprise telephony networks of the past were rather simple from a quality assurance perspective. The move to IP was gradual, typically starting within the enterprise via the move to IP PBXs in the branches, adding inter-branch connectivity over IP and later switching to full IP also on the access side. This was typically done using MPLS lines that provided quality assurance but at a high price.

Quality of Experience (QoE) is critical for enterprise communication networks. I spoke about this topic from a bit of a different perspective at the last Upperside WebRTC Conference and shared the presentation as well. The move to an all IP architecture introduced quality challenges as enterprise networks are complex with multiple sites and a need to connect efficiently between them. Challenges are magnified as enterprises break loose from MPLS chains and move to unmanaged IP networks. Issues that arise from such a change span all VoIP disciplines from call control through media routing to codecs. This makes effective troubleshooting of telephony problems and keeping a consistent good quality of experience, a hard nut to crack.

Driving blind through the network

If you would ask an IT manager at any given point in time the status of his VoIP network, he would be able to give basic statistical information about call activity, packet loss and bandwidth utilization. But now comes the tricky part – understanding what the user experience is like or why this experience was bad on a specific call. The typical answer to such a complaint about call quality is similar to the quote at the beginning of this post but the thing is that when making the call again, the problem usually wouldn’t happen.

By the time the problem does happen again, too much time has passed, context is lost and IT is back to square one trying to figure out what happened and what needs to be done to fix it. VoIP is an application that runs on top of the IP network. For monitoring and resolving VoIP problems, IT needs a proper “pair of glasses” built specifically for the nature of VoIP applications and networks.

Fundamental requirements for effective network monitoring

In order to improve user experience, it is required to understand the root cause of the problem and act upon such findings. A few fundamental capabilities are required in order for a monitoring system to provide this capability. Basically, it boils down to a holistic view of the network and aggregation of calls statistics of different interfaces. Monitoring a single call and acting upon that is not going to solve the root cause of the issues you have in your interface between office A and office B. But looking at the overall flow of calls between locations will enable you to identify network issues.

Take as an example QoS marking mis configuration – such an issue may result in sporadic quality issues and identifying the root cause of the issue will be possible only once the monitoring system has identified that this happens only on one specific media route in which a router is breaking the QoS marking.

It’s clear that regular network monitoring tools will not be helpful in diagnosing the problem and that a proper pair of “glasses” that can find network misconfigurations which result in bad quality of experience is required.

Based on this, the fundamental requirements from a monitoring system would include:

  • IT time saving – Help in finding the root cause of the problem in a few simple clicks
  • Real Time analysis – Showing what really happens in the VoIP network when the problem occurs. It is great to be able to just look at the screen and see what exactly is happening throughout the entire VoIP network.
  • Notifications – Getting alerts on real problems in the VoIP network before they are reported by a user, or worse, being escalated to higher management.
  • Trend statistics – This relates to that holistic network view that allows for identifying issues over time and keeps quality issues in context. Good examples of this are quality issues that happen repeatedly while another activity is taking place on the network. Such an “activity” can be a backup system running high network traffic or a user downloading large files.
  • Monitoring the call control – analysis of the media is not enough as many cases of bad user experience are related to call control issues such as dropped calls and incorrect routing of calls that result in call establishment failure.
  • Network probes – In order to monitor the network of a distributed enterprise you need to have a probe in each location that will collect and report network statistics and quality information.
  • Demarcation point in each branch – The demarcation point located at the edge of the local network will allow for the isolation of problems and assist in understanding if the root cause of an issue is on the enterprise network or related to the provider of the access or telephony service.
  • Remote access & visibility to all sites – Once problems are identified, you need to be able to act upon the findings and make changes in remote locations.

 

In conclusion, enterprise real-time communications solutions comprise multiple parties, from the access providers through telephony service providers to server and end user equipment. Monitoring the network, understanding the root cause of issues and changing what is required to be changed in order to avoid further quality issues, is a difficult task. The road to achieving this goal runs through both minimizing the number of vendors involved and using a monitoring solution that has a holistic view of the entire network and of each branch.

At AudioCodes, we have been working with such cases for many years. As a company that started from the voice codec level and grew to become a complete one-stop-shop for VoIP communication, we understand the concerns and issues enterprises are experiencing when moving to an all IP environment. For that reason, we have developed a Session Experience Manager solution (SEM) that is part of our One Voice offering.

Feel free to relate your stories about quality issues and conclusions from these cases in comments to this post.