Why Business Needs Unified Communications

By: John Shepler

Time was when there was only one method of electronic communication. It was that heavy black phone on your desk. Now look what we have. Sure, there’s still a black phone on your desk, but it’s a lot lighter thanks to modern plastics and solid state electronics. There’s also a raft of other ways we communicate electronically. How many of these do you use: email, text messages, mobile phone calls and video chats? How about the platforms: desktop computers, laptops, tablets, smartphones and soon… a watch?

One of the biggest communications issues, especially in business, is that all these different platforms and applications don’t necessarily play together well. One solution is to just make sure you have them all with you. That used to mean a pager on the belt, a cell phone in the pocket, a laptop in the briefcase, and somebody to forward you messages from your office when you were in the field. A better solution soon became a crying need.

Let’s Combine Everything into One
The answer that you might expect is to integrate all of these communications systems into one. That won’t really do. There is no one platform that can handle everything equally well. The desk phone is tethered, as is the desktop computer with the nice big screen. The smartphone screen is way too small for a lot of serious work. The tablet makes a ridiculous telephone held up to your ear.

There are forces still pulling in that direction. Enter the “phablet.” It’s a giant cell phone that’s almost, if not really, too big for your pocket. Tablet computers now have clip on keyboards so you can touch type from the coffee house. Laptop computers are shrinking, getting lighter and some have screens that detach from the keyboard and act like tablets. If there was only a way to get a great big screen that you can actually see along with keys that fit your fingers along with a telephone that lets you take calls privately, handles email and text messaging, and all fits neatly in your shirt pocket.

Well, there isn’t. There isn’t even anything on the horizon that fits this description. Someday, the QWERTY typewriter keyboard may become as quaint as the crank telephone. Siri might actually become your best friend and be able to read your mind as well as understand everything you’re mumbling. Something akin to Google Glass may project that big screen in front of your face anywhere. That’s not today, though. Today we need a solution that let’s us communicate anyway we like anywhere we happen to be.

It’s Called Unified Communications
The development that takes what we have and makes it into the closest approximation of what we really want is UC or Unified Communications. The “unified” part means doesn’t mean trying to get one platform to do everything. It recognizes that each device has its strong points and weaknesses. The master solution is to make all of this stuff play together well. In fact, so well that you needn’t be afraid that you are missing out just because you don’t have a particular platform with you at the moment.

A simple example is the lowly telephone call. Every business is still dependent on the telephone simply because it is the only universal medium of voice communications. For a long time, this meant having a business number that you printed on your business cards and a separate home phone number that was printed in “the book.” If you were at home you didn’t get your business calls unless you had a secretary working late to give the caller your home number or forward the call. You came in the next morning and found a raft of pink “while you were out” call sheets on the your desk.

The introduction of the cell phone only made matters worse. Now you’ve got a third phone number that only certain people know. What if they call the office instead of your cell when you are out? Will you miss the sale? Could be.

Unified communications starts with voice mail to replace the secretary and the telephone message sheets. You don’t have to fear missing a call because they’ll leave a voice message you can pick up anywhere. Even better is a “find me follow me” service that routes your calls to wherever you happen to be. With this type of automation you can hand out a single phone number and have it try your office phone, your cell phone or go to voice mail. You can even have it send you an email with the audio file of the call. Toll free number? Just have it routed to your unified business number.

The Technology Behind UC
The most popular platform for implementing unified communications is the cloud. Why? Because the cloud provides a common place to collect and distribute everything with near-infinite resources. All that processing power can easily handle everything from an independent professional up to the largest corporation. You don’t need to make a big capital investment or try to keep up to date on installing the newest features. The cloud provider takes care of that.

Cloud UC is driven by computing power and that computing power understands IP or Internet Protocol. The “Internet” part of IP doesn’t necessarily mean the public Internet. It just means the technical protocol that is also used by the Internet. For security and highest voice quality, you may not want your internal communications on the Internet at all. You will, however, want access to the Internet both in the office and on the road. That can be done carefully so that you use the Internet when you want to but private channels when you don’t.

What UC Can Do For You
Unified communications can be a gateway to both productivity improvement and cost reduction. It augments or replaces your in-house PBX phone system with a more powerful VoIP system that uses a common network with your computers and other digital devices. You can get tools for ease of collaboration among employees as well as the obvious single phone number benefits. Your laptop becomes your desktop with remote desktop access. Voice and video conferences can take place anywhere with a diverse group scattered in offices and hotel rooms around the globe.

Will all this cost a fortune? It’s probably cheaper than you think and may even offer all the new benefits at a lower cost than you are paying now. There’s only one way to find out. Get a set of competitive quotes for unified communications solutions and review the benefits and costs specific to your situation.



Note: The humorous mousepad about unified communications, along with many other items in the same theme, is available from the Gigapacket Zazzle store.

How Your Internet Connectivity Works

How much do you know about the technical inner workings of the Internet? We tend to think of it as a very, very large cloud… and it is. Let’s take a peek inside, courtesy of this fascinating Internet Infographic from Telex:

What Connectivity Do You Need?
To take full advantage of what the Internet can actually do, you need a solid connection from your business location to the backbone of the Internet. This is what a Tier 1 service provider can give you. You can’t afford to make that direct connection, but a large carrier can. What you order is called “dedicated Internet access”. That’s bandwidth that is assigned to your operation and no one else. With DIA, you’ll get the most consistent bandwidth along with the lowest latency, jitter and packet loss available. It the next best thing to a private network or a direct point to point line service.

Why Telephone Wiring is a Thing of the Past

One given in voice communication is the telephone network, a web of small gauge copper wiring that runs through buildings and underground or overhead to the nearest telco central office. The telephone network, also called POTS for Plain Old Telephone Service, is a single purpose dedicated network that supports analog business phones and low speed devices such as fax machines.

Think of networks as similar to the highway system. There are high speed freeways, that's computer networks, and lower speed county roads, the telephone network. They exist at the same time in the same areas but serve different traffic needs.

While it’s true that analog telephone networks have been used to carry data via analog modems and that computer networks carry packet voice traffic, each of these networks was built for a specific purpose and they are generally incompatible. Technology advancements have now made the gravel roads of the analog telephone network largely obsolete.

They’re being replaced by high speed, high capacity LAN, MAN and WAN networks that easily transport voice, data and video simultaneously. Some use copper, some use fiber. Some even used repurposed phone lines for high speed digital transport like bonded T1 and Ethernet over Copper (EoC). It's the old low speed analog circuits that are on the way out.

Many companies still have two separate networks in-house. One for the phones and one for the computers. This is true even if the telephony connection to the outside world is handled by digital ISDN PRI trunks or packet based SIP trunks. The interface that joins these two technologies is the PBX or Private Branch Exchange, your in-house telephone switching system.

What’s wrong with this arrangement? After all, the facility telephone wiring has been in place for decades and is fully paid for. It works just fine for telephone calls and fax messages. Why go to the trouble of moving your phones onto the computer network?

There are a couple of good reasons why companies are combining or converging their networks. Having only one network to maintain is less of a staff burden. Perhaps you even have a separate staff to manage the telephones or an outside contractor who comes in and does this. Every time a phone is installed or moved, wiring has to be changed or the PBX system reprogrammed. You can’t just pick up a phone and plug it into a different phone jack and expect it to ring at the same number. The physical connections determine the address of each device in the network.

Contrast this with Ethernet networks that connect the computers. The address of the computer is contained within the machine, not a function of the network. You can pick up your computer and take it anywhere in the building. Find an Ethernet jack, plug it in and it will work just as well as it did on your desk.

The same is true of IP phones, which are telephones with a computer network interface. The IP phone or SIP phone looks like any other computer or peripheral on the network. They each have their own address assigned either manually or automatically. The network will find them wherever they happen to be plugged in.

Ease of managing moves, adds and changes is one big advantage of IP telephony. Another is that your phone can now perform more sophisticated operations than just taking and making calls. It is possible to integrate computer and telephones in a call center to work as a team once both are on the same network.

IP phones are the basis of VoIP or Voice over Internet Protocol. In a complete enterprise VoIP system, both the phones and the PBX, called an IP PBX, are connected to the LAN. The IP PBX communicates with your telephone service provider over a WAN connection called a SIP Trunk. Since you are free of the telephone company’s analog phone wires, you can get your VoIP service from any provider you can connect to via SIP Trunk.

One further advance is called Hosted PBX or Hosted VoIP. This arrangement eliminates the PBX or IP PBX at your location and replaces it with an IP gateway. A SIP trunk connects to a cloud-based PBX system that handles all the switching, both internal and external. You avoid the investment in expensive PBX equipment and the ongoing maintenance as well as any maintenance of old school telephone wiring. Your cost is a fixed fee per phone. Just add or remove phones from your network and pay for only those in service.

Are you ready for a modern business phone system? Get competitive options and pricing for SIP trunks and Hosted VoIP to meet your business needs.

Advantage of Dedicated Cloud Connections

The capital investment and staff cost savings offered by cloud services are encouraging small, medium and large companies alike to move their telephone and IT resources to the cloud. It’s been assumed that a simple broadband Internet connection will suffice for access. That’s turning out to be a disappointment in some cases.

The notion that bandwidth is bandwidth is how we get in trouble specifying metro and wide area network connections. What makes the Internet attractive as a WAN service is that it is almost universally available and the cost is spread over millions, even billions of users. Savvy companies discovered long ago that you could get around the security issues by encrypting your data to create a VPN or Virtual Private Network. The VPN gives you a private tunnel through a public network.

VPNs work great to support remote workers and traveling employees who’s only way to connect with corporate headquarters is through a wired or wireless Internet service. They’re also good for linking multiple business locations, such as branch offices or franchises. With a VPN you can transfer sensitive financial and inventory files among dozens, hundreds or thousands of locations.

Note that we are talking about file transfers. The TCP/IP network protocol was made for this application. All you do is launch the transfer and TCP will ensure that all the packets that make up the file will get from point A to point B intact. If something goes awry and a packet is corrupted, it is automatically resent.

Remember that the Internet was designed for universal access and to be self-healing in the face of equipment failure or line breaks. While TCP/IP is making sure that files are being accurately transfered, the Internet itself is making sure that there is a path available from point A to point B no matter what. While you can expect to transfer data, voice or video files over the Internet, you can’t really expect that this is going to happen without hiccups or in any minimal amount of time. Packets may or may not be lost and require a resend. The path may change from packet to packet. The latency or time delay from source to destination can vary all over the place, or jitter.

The result of this is that real time performance of Internet connections is highly variable. This is no big deal for data file transfers. The time to transfer may vary by milliseconds or seconds for each file. Time sensitive data streams like audio and video need some extra help in the form of buffering. You compensate for unknowable transmission rate variations by filling up a buffer with packets and then clocking them out at a constant rate.

Buffering works great for one-way downloads, but creates havoc for real-time video or audio streams. That includes telephone calls and video conferencing. You can’t have much of a buffer or the latency increases to the point where you can’t talk and listen at the same time. There is a noticeable delay, fractions of a second or longer, that make two-way communication painful at best. Lost packets from iffy Internet connections add distortion that blurs your video and garbles your audio.

The same Internet that seems fast and responsive when searching for information on Google can be maddening when trying to calm down an angry customer on a VoIP phone call that is breaking up. Automated business processes that worked fine over the LAN when the data center was in-house all of a sudden become sluggish in the cloud. It’s not that the cloud isn’t just as good or better than local resources, it’s that you need a better connection.

What you want is a dedicated connection between you and your cloud provider. Level 3 Communications is now offering dedicated connections to Amazon Web Services (AWS) running in Equinix data centers to meet the demand from larger corporations. Dedicated connections include Ethernet Private Line, Ethernet MPLS and Wavelength services. T1 lines are also suitable for smaller companies, although Ethernet over Copper may be a lower cost option and offer more bandwidth for the money.

A dedicated connection ensures that you have steady guaranteed bandwidth plus low latency, jitter and packet loss. Security is also improved because access is limited, not publicly available. A well engineered dedicated connection is just like a very long LAN that includes your locations and your service provider.

Are you disappointed with the performance of your cloud services or concerned that quality will suffer if you move from a local data center to the cloud? All you may need to get things working to your satisfaction is a high quality dedicated cloud connection. Why put up with all that aggravation when dedicated connection prices are lower than they’ve ever been? Check prices and availability of dedicated cloud connection bandwidth you need to support your critical applications.

Ethernet Exchange For Miami, Dallas and Los Angeles

It’s becoming increasingly apparent that the replacement for the Public Switched Telephone Network may well be Carrier Ethernet. More evidence for this is the expansion of Ethernet Exchanges that allow carriers to transport each other’s traffic. Telx, a major colocation and interconnection service company, has just added Miami, Dallas and Los Angeles to its suite of Ethernet Exchange facilities nationwide. Let’s take a look at why Ethernet Exchange matters and how it influences the direction of international wide area networking.

The century long dominance of the PSTN or Public Switched Telephone Network can be attributed to its universal acceptance. Every phone can connect to every other phone in the world and work correctly. This network has been adapted for data and well as voice service for worldwide connectivity. It’s a circuit switched rather than packet switched network, but with proper interfacing and protocol conversion it gets the job done.

Another model of universal connectivity is the Internet. The Internet is an IP network that is based on packet switching rather than circuit switching. Isn’t the Internet the model to emulate for the next generation in commercial connectivity?

Actually neither the PSTN nor the Internet are ideal for high performance network services. The PSTN has a telephone legacy and is organized around small independent channels bundled together to create larger amounts of bandwidth. It’s also a different set of protocols than are running on a majority of the world’s data networks. The Internet was designed by the government for survivability in the event of war or natural disaster. As such, it’s so autonomous that routes can change spontaneously and there is no such thing as class of service or guarantee of bandwidth, jitter, latency or packet loss.

Carrier Ethernet seems like the ideal protocol for today’s metropolitan and long haul networking. After all, the network most likely to need transport is running Ethernet in the LAN. More and more, that’s converged voice, data and video over Ethernet. When you go to the trouble of carefully engineering your internal networks, it only makes sense to expect to link those networks transparently.

The only fly in the ointment has been network reach. The companies most active in deploying Carrier Ethernet services have not had protected monopolies like the old telcos nor government R&D like the Internet. These are commercial companies, some with legacy telco assets and some with all-new IP core fiber optic networks. While each competitor may have thousands of buildings on-net, nobody blankets the Earth.

Here enters the Ethernet Exchange. The idea is a facility that enables Ethernet network operators to exchange traffic. By doing this, each carrier increases the reach of its network into the footprint of other carriers. Even Ethernet Exchanges can partner. Telx has a partnership with Neutral Tandem to provide access to each other’s exchange locations.

With demand for Ethernet services growing rapidly each year, cooperation benefits all parties involved in transporting high bandwidth Metro and Carrier Ethernet services. Ethernet connections are now available in metropolitan areas throughout the US and in many countries around the world. The cost advantage, scalability and portfolio of services available with Ethernet is working to establish Ethernet as the new WAN networking standard at the expense of legacy telecom services.

Have you been missing out by not taking advantage of Ethernet connectivity for your business? Get pricing and availability for Ethernet network services now. You may be surprised by what’s become available only recently.

Multi Protocols Network Services

MPLS, Multi Protocol Label Switching, is a fairly new type of network service that is growing in importance. It is often touted as the future of telecommunications. Let's have a look at why that might be so and how it can benefit your business applications.

The idea behind MPLS is in the name. The "multi protocol" part means that this is a network designed to transport many types of network protocols. The Internet is not multi-protocol. It's based on IP or Internet Protocol. If you want to send something through the internet it has to meet the IP specs.

The PSTN or Public Switched Telephone Network is also not "multi-protocol" It's based on TDM or Time Division Multiplexing. TDM creates small 64Kbps channels originally designed for digitized telephone calls. Anything else sent through the PSTN has to fit in one or more of those channels. That's true for even the highest speed SONET (Synchronous Optical Network) fiber optic services.

Certainly, we use both the Internet and the PSTN to transport everything from telephone conversations to high definition video. This is done by converting between protocols. Just about anything digital can be sent through any digital network. But there is a price to be paid in equipment cost, time delay or latency, and inefficiency for each of those conversions.

MPLS networks are based on something called label switching. That's the LS in MPLS. Data packets entering a MPLS network are assigned labels that where they are to be routed and the QoS or Quality of Service required. Voice or interactive video packets are time sensitive and sensitive to QoS. General data transfers are not so sensitive to latency and jitter.

The traffic engineering aspect of MPLS networks make them superior to using the Internet for time sensitive applications. An MPLS network is good for transporting telephone calls, video, data transfers, encrypted information and interactive data. Everything enteres through an ingress router that assigns it one or more tags. Everything leaves through an egress router that removes the tags. While traversing the network, only the tags are examined by the tag routers. The original packets themselves do not need to be inspected because everything the network needs to function is defined in the tags themselves.

MPLS networks are especially good for companies and other organizations with multiple locations. The network cloud can provide a mesh network where any location can talk to any other location. Or you can define who gets to connect to who. It's almost like having your own private network, but a lot cheaper. The service provider ensures that you get the bandwidth and connections you need to ensure that other users will not impact the performance of your service.

There are many competitive telecom service providers offering MPLS network services in competition to the traditional telcos. How do you find them? The easy way is to use a telecom brokerage service that represents a dozen or more carriers, so you can get the best price for the network services that meet your needs. Shop For MPLS is such a service and offers complementary consulting as well as fast and accurate price quotes. Request an MPLS quote in under 2 minutes, right now.