Information Systems:Phone system upgrade project (VoIP, SIP)

This will serve as the main page for all discussion on the phone system upgrade. It was started well into project (Sep. 2017), so it will begin with bullet points to jot down major topics of discussion to be expanded upon.

Overview

• Toshiba exited the telephony business in early 2017.
• We run a Toshiba Strata CIX (a digital-phone PBX).
• Despite likely being able to continue with our existing system (hobbling to maintain support), our phone system was quite outdated to begin with, and can benefit from an upgrade on many fronts: operating cost savings, functionality, ease-of-use, and ease-of-administration.
• Telephony has also seen a drastic shift towards being IP-based, pushing digital phones more and more towards obsolescence.
• These factors form the basis of the endeavor to upgrade the phone system at uniPHARM.

Topics of discussion

Migrating from a PRI-based system to SIP trunking

Definitions

• PRI (Primary Rate Interface) is a bundle of analog phone lines that operate as one single and managed entity.
• SIP (Session Initiation Protocol) is an IP-based telephony technology. Put simply, phone calls travel through the internet rather than through phone lines.
• VoIP is a generic term for telephony over IP (phone calls over a data network). It is often used interchangeably with SIP in higher-level discussions. An elucidation of the term is not required here; if you're reading this, you already understand the nuances of the term.

Current setup

Currently, the Toshiba PBX is connected to a PRI. This provides 23 channels (for 23 simultaneous calls).

Platform considerations

Mitel

• Mitel is one of the industry leaders in phone systems.
• Interestingly, Mitel bought Toshiba support after they closed down.
• There are three main product solutions to consider: MiVoice Business, MiVoice Office 250, and MiCloud (hosted MiCloud Office or MiCloud Business)

Concerns

• The Mitel server software has a multiple-component structure.
• Each of MiCollab, MiContact Center, and MiVoice, have to run independently, requiring separate virtual instances or physical servers.
• Various people at Digitel have claimed Mitel to be overly complicated with regards to initial setup and administration (Guy Lynch (27-year ex-Mitel employee), Tim Kohler, Ron).

3CX

• 3CX is unique in being a company that offers only a software-based PBX (they do not manufacture hardware phones).
• The 3CX software PBX is available as a Windows installation or a Linux-based virtual appliance.

Telus BusinessConnect (RingCentral)

• RingCentral is more accurately described as a "cloud VoIP service", as opposed to a PBX, PBX software platform, or VoIP "system".
• The business model is to package SIP service and the VoIP system into just "VoIP". So you get a compatible phone, configure it to connect to RingCentral, and just use it.

Concerns

• See below for the discussion of cloud vs. on-premise.

Cloud-hosted vs on-premise

The discussion to host an IT service in the cloud or on-premise is a large one, and it is also applicable here, in the consideration of a new phone system.

Faxing

• Faxing is apparently unreliable through SIP, due to the T.38 protocol.

Appendix A: Clear-cut benefits of upgrading

• Enhanced user experience through UC technology.
• Scalable phone service - not locked to 23 channels a month
• Using an open standard (not locked into the platform): SIP is the current industry standard. SIP phones are cross-compatible with other SIP PBX systems.