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Peter Lurie

The document outlines a roadmap for integrating IBM Sametime with various communication platforms to enhance unified communications (UC) within organizations. It discusses essential decisions and best practices for unifying audio, video, and telephony systems while providing real-world examples of implementations and key speakers' insights. The presentation also emphasizes the importance of understanding an organization's current needs and selecting appropriate technologies to drive effective collaboration.

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BP302 Social Communications: A Roadmap for Connecting Sametime with Everything James Burnham | Social Business Architect | Meridian IT, Inc. Peter Lurie | Manager Global UC Architects | Polycom, Inc. David Price | Social Business Practice Manager and IBM ICS Champion | Meridian IT, Inc. © 2013 IBM Corporation
Legal disclaimer © IBM Corporation 2013. All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. 2
Abstract Social Business, Mobile or Social Communications: what path should you take? Does Connections need Sametime or does it stand alone? What are the most critical decisions an organizations makes to unify existing audio conferencing, video conferencing, and phone systems? In this session we will offer a roadmap to Unified Communications that marks the critical “forks in the road” on the journey to UC and illustrate experiences from actual implementations. We’ll cover UC platforms (Sametime, Lync, Jabber), video (Cisco, Polycom, Avaya), telephony (Cisco, Avaya, ShoreTel or legacy), firewalls, mobility, and call control/dial plans. The session will wrap-up with a live demo featuring full integration of Sametime, Connections, and Polycom video. 3
Your speakers  James Burnham .is a Social Business Solution Architect with Meridian IT. James’ current focus is helping companies realize improved results by extending social and collaborative platforms deeply into existing business processes. James draws on twenty years of experience in a variety of roles including internal IT for a global manufacturer, sales engineering and strategic alliance management with a global systems integrator, and sales engineering and partner management with software OEMs in analytics and marketing automation. James began working IBM ICS space with Notes R3 and deployed one of the first global scale Domino collaboration. His current engagements with clients include business analysis for social business deployments, and social business architecture, and unified communications. 4
Your speakers  Peter Lurie - My specialty is focusing medium to large organizations on the key things they need to improve communication and collaboration. This includes not just unifying their collaboration, but also the plans, policies and procedures to make it effective. I focus on ease of use, driving adoption, and showing measurable business results. I've been working almost exclusively with IBM, IBM's partners and IBM's customers for the last 5 years, and have 12+ years collaborating around the globe with customers, partners and prospects.  Currently I'm the manager of the Global UC Architect team at Polycom. Previously, I was an IT professional at a large financial services firm. 5
Your speakers  David Price has been working with ICS products since release 3.3. As an employee of an international bank, he built a 93,000 Notes and Domino enterprise and at one point had the largest Domino deployment on IBM Power I outside of IBM itself. A speaker at IBM and non-IBM conferences as well as Red Book author, he helps companies select and deploy collaboration solutions. His focus is to deliver Social Communications integrated with voice and video. Working with products from Avaya, Cisco, Polycom, Tandberg and ShoreTel. He advises companies to understand what their Social Communications environment can be and which capabilities should come from ICS and which from voice and video providers.  David is also an IBM ICS Champion for 2013. 6
Meridian IT at a glance  Meridian IT Inc. – International System Integration with focus on hardware, networking and IBM software – Experience and expertise with multiple systems (Cisco, Avaya, Nortel and ShoreTel) along with telephony infrastructure (dial plans, SIP trunking, routing, etc.) and video (Tandberg, Polycom and Radvision) – Authorized to sell and implement IBM Sametime Unified Telephony® as well as all versions of IBM Sametime®. – Public and private cloud offerings including platform as a service (PAAS). – IBM Flex System™ certified as part of our broad IBM hardware experience. – IBM PureApp™ certification in process  Meridian Group companies hold Cisco Gold, Avaya Platinum, Tandberg, Polycom and Shoretel certifications 7
Polycom at a Glance Financial $1.5B Revenue, 23% Y/Y Growth, 2011 Strength 58Qs Positive Cash Flow $615M in cash and investments Strategic 7000 Partners Partnerships Strategic Alliances with Customer 415,000+ customers Momentum 100% of the Fortune 100 95% of the Fortune 500 93% of the Fortune Global 100 Industry Polycom Named #1 Video Conferencing Momentum Leader in new Forrester Wave Report based upon “Strategy” and “Offerings” Gained 8% market share in 1H 2012 8
Disclaimer to the disclaimer  As always, IBM Lotusphere® /IBM Connect2013® has a number of announcements  This year there are many in the Social Communications space  This deck is (will be?) available before the start of the conference  We created the presentation with public information – Information from other sessions should only make the topics and themes more relevant. – Where we know or expect announcements, there will be a note on the slide and we will speak to what was announced as of Wednesday 9
House Keeping Please fill out the evaluations Put phones on silent or vibrate Don't block the aisles with power cord 10
Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 11
Connecting Sametime to everything Connecting any person on any device, in any Scope: presence, chat, application, on any web conferencing, voice, webpage, to another and video person, anywhere, on any device. Voice: enabling Video: connecting Sametime with VOIP, Sametime with bridges, PSTN; dial plans for room based, desktop, reaching people or tele-presence, and devices mobile Applications*: enabling Sametime with-in applications, webpages, portals, mobile devices 12
Any person, any device, anywhere Add Chat, Presence, Telephony Awareness to Applications & Devices Connect to Voice & Video Networks, Audio & Video Conferencing 13
Understanding Click to Call/Click to Conference Sametime Standard in a VoIP installation • Presence/telephony awareness ONLY. In this scenario, Sametime Standard does NOT function as a the soft phone* • Sametime Connect instructs the telephony system to call my registered device (VoIP softphone, mobile phone, desk phone) and then call the other parties. • For laptop users, the registered device will either be a telephony UC client on the laptop or a cell phone This can result in: • Multiple UC clients on the desktop • Additional client if video client is different • Redundant address books that do not synchronize • Redundant presence indicators • Potentially confusion for the end user • Potential for redundant licensing and maintenance * This is the key factor for many customers in choosing between SUT/Sametime SIP and Sametime Standard 14
Integrate vs. interoperate • Telephony or video controls are part of Sametime. TCSPI = • When possible, find vendors with TCSPI adapters integration • Find third party firms who have written their TCSPI adapter Interoperate • Integration only (typically). = SUT Lite • Many solutions call for SUT Lite with TCSPI • Challenge with Sametime to date has been lack PSTN • Review announcements from this week • iLink provides both Tandberg TCSPI as well as PSTN integration integration into Sametime Standard. (http://ilink.de/en/products/index.html) 15
External chat communities via TCSPI Gateway Server via SUT Lite Meeting Server Community Server Media Manager 3rd party SIP infrastructure TCSPI Dual Adapter(s) PSTN Voice Video Bridge Bridge HTTP IP PBX TDM PBX VP (Virtual Places) SIP Partner Controlled Sametime Component Partner Component 16
Making Social Business Visual IBM Social Business Solution Polycom RealPresence Solution Polycom RealPresence Media Utility for CMA RealPresence IBM Sametime Device Management Immersive 5 Video Publishing (Polycom App) IBM Domino Server PRMM Scheduling Integration Recording and playback RealPresence 4 (Polycom API) Room IBM Sametime 3 Audio/Video Integration Calendar Integration Resource Manager Lotus Notes (IBM Integration) RealPresence Calendar Integration Desktop IBM Sametime Server IBM Connections 2 SIP Trunk via SUT Lite Integration (IBM option) RealPresence 1 Mobile Video Integration DMA 7000 (Polycom Add-in) Polycom Conferencing Add-In for IBM Sametime Audio device (cellphone, RMX Conference Platform conference phone, etc.) H.323, SIP, PSTN, ISDN SIP audio and video audio and video SIP audio and video
Sametime TCSPI options TCSPI • Avaya – Radvision* • Avaya telephony • iLink** • Polycom • Shoretel SUT Lite • Avaya –Radvision* • Cisco – Tandberg*** • Polycom • Logitech - LifeSize **** •* Radvision functionality prior to acquisition. • ** Developed TCSPI for Tandberg • *** Interoperability via Cisco VCS gateway. • **** No interoperability testing completed. SIP is a standard but not as mature as TCP/IP or SMTP 18
Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 19
Social Communications Roadmap: A Way to Navigate Convergence of Content & Communications 20 ? Social Business + Communication Connections and Sametime Are Tools: “Social Business – Connected” Getting Closer • Five years ago the focus was on web • Today: two development teams, Two product conferencing and IM. managers, etc. • Convergence of communications (Sametime) • Separate purchases, standalone deployments & content (Connections) • But integration points exist and are becoming stronger
Social Communications enablers Mobile Device Network Social Generation Cloud Delivery Proliferation Readiness Connectedness Raised on Video 64M 3G $41B 800M 3B Tablets Today Today Users on Videos 4G Facebook viewed daily 320M $241B 140M on YouTube Tablets By 2020 by 2015 WiFi On video 66% chat by 2015 Mobile Traffic 2015 21
Social Business and Social Communications changes the internal IT landscape Knocking • Individual tools don’t work Down • Video conferencing with a non-integrated audio bridge creates latency between audio and video, very distracting for viewers Silos Be • Wrong turns can lead to multiple: • clients (chat, presence, telephony, video) careful of • dial plans forks in • collaboration platforms the road • audio channels and audio bridges Voice & • Want to own Social Business road map Video • As we discuss later, make sure you are evaluating the right features Vendors 22
Social Communications Roadmap Best Practices You’re on a journey: social business and communications is inevitable and unavoidable. • Social Communications is a business project to make social networks more effective – so focus on the people and the business goal. Strong executive sponsorship • You're wrestling with gorillas. Breaking down silos engages lots of stakeholders- every employee, customer, vendor; your voice, video, network, collaboration teams. Align executive sponsorship to a compelling vision • Why are we doing this? What will it look like when we're finished? How (who!) will we use it? What will we do differently? Successful journeys start with the End in Mind! 23
Social Communications Roadmap Best Practices Should you trust your telephone or mobile device vendors Social Communications roadmap? • Phone != Social communications Conference room video units != Social Communications • Video MCUs, video borders and other infrastructure do need to play a part in Social Communications evaluations. That thinking is as logical as ‘I own a Volvo therefore I must marry a Swede’. (Not that there’s anything wrong with Swedes…or Volvos). 24
Process to evaluate and deploy a Social Communications Solution Use Cases Architecture Products Implementation (requirements)  Process is not new, unique or terribly original but you will hear us repeat it over and over again  May times customers or IBMers will call us because they jumped right to products and want assistance in comparing features. 25
Building Your Roadmap Know your Terrain & Geography Know where you want to go (vision) Know where you are (assessment) 26
Terrain: Pervasive, Continuous, Fluid BYOD is new reality. • Extremely rapid discard rates • Very fast adoption especially with mobility • Your Success (survival, relevance) demands solutions that anticipate changes Business will not wait for IT • IT must embrace the speed of business • Fail Fast, Succeed Fast 27
Vision: Know Where you Want to Go  Improving collaboration will – Make our sales persons 1% more effective resulting in $x increase in revenue – Reduce process time by x days resulting in reduced cash to close with a value of $.  Improving collaboration will – Support the expansion of our sales offices. – Allow us to recruit the best talent regardless of geography. – Tie together our US and European operations under a new management structure. 28
Assessment: Where are you today?  Telephony infrastructure: VoIP or legacy TDM?   We are an organization that is built around our ERP system. Majority of employees are not mobile and mobility  Enterprise applications that would is less critical. benefit from Social Communications? CRM, ERP, customer extranet, chat  We are an organization organized on public web site for pre-sales around the sales process. Our questions. employees are highly mobile and need their mobile devices to function as an extension of the desk phones.  These two companies have very different assessments and different needs.  Legacy systems will often require SIP/TDM gateways. 29
Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 30
Roadmap to Social Business  There are clear “forks in the road” on the journey to Social Communications. Pick the wrong path and it will take time and money to change  Fork A - Social Business focused  Fork B – Device focused  Fork C – Application focused  Fork D – Let’s describe it when we get there.  Yes you can end up with a Runcible spoon solution; a Runcible spoon is more commonly known as a spork. 31
In this process we are often asked about non-IBM solutions Microsoft Lync ® • We go back to: Use cases → Architecture → Products → and/or Microsoft Implementation Yammer®, Cisco • We have found Microsoft Outlook customers where Sametime Jabber™ and Connections are the best solutions. It all depends on use cases. or IBM products • Often when multiple legacy TDM systems are involved, SUT is Sametime + the best option; or • Spork: Sametime integrated with telephony vendor’s TCSPI telephony vs. SUT plus Connections; or Lite vs. SUT. • No telephony integration until TDM PBX is replaced with SIP PBX 32
Company A Chose Social Business Fork Healthcare, Microsoft email and productivity tools. Background 1,500 employees. Collaborate across geographically separate groups; Driver find experts quickly. Organization is fairly flat and lean. Strong need to align project teams; flat & lean Assessment organization; mix of IBM, Oracle, Microsoft. Full IBM Social Business+Social Communications; Decision replaced OCS and SharePoint; extending Social Business outside the firewall. Use cases and following the analysis made the Lesson decision possible. 33
Company B Chose Device Fork Transportation firm. IBM Notes® and IBM Background Domino® deployed enterprise wide. 3,000 users, large call center operation External meeting costs, improved collaboration, Driver telephony UC. Collaboration without Unified Telephony. Decision Deployed telephony UC solution understanding the overlapping tools on the desktop. The organization focused more on device, less Lesson on the application. 34
Company C Chose Application Fork Manufacturing. IBM Notes/Domino deployed Background enterprise wide. Approximately 1,500 users. Technology refresh of multiple outdated telephony Driver installations. Spent over a year comparing telephony/UC/Social Business vendors. In the end, decided the business need was Decision application focused, not device focused. (1) Start with business goals in mind, engage the business; (2) device based use cases favor Avaya or Lessons Cisco; (3) application centric use cases favor IBM Social Communications 35
Company D Chose, actually I’m not sure what the heck they did Big Box retailer with many locations including international. Deployed IBM Websphere Portal Server Background and associated portal products. Tens of thousands of users. IBM Notes/Domino deployed enterprise wide. Integrate the stores with each other and corporate. Driver Critical factor was surfacing UC in their portal as well as Notes. Selected vendor whose products a) don’t integrate Decision with Websphere Portal Server or b) IBM Notes Some people will believe the line, ‘that feature is in Lesson the next release’ more then they will their eyes. 36
Critical Question: Connections--Standalone or with Sametime? • Presence in Connection Today, good • Connection features in ST Business Card integration • Add chat to community or activity Announcements • drive even better integration. • Ability to take artifacts from a Sametime Meeting and save into I expect this Connections. week • Extend Sametime Connect integration into Connections • not only should Sametime and Connections be integrated but why aren’t The answer is you doing so today. Personal • is that in the future, a new Social Business product will include additional viewpoint services including ECM and what we consider UC today. 37
Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 38
Live demo – Connections 4.0 and Sametime 8.5.2 IFR1 What you will see • Typical Connections Interface • Sametime tags • See what tags connect to • See what tags do • Sametime client / HTTP session • See us converse and share • See us find and bring in expert • See us go to voice call • See us escalate to video call • Create a meeting w/voice & video 39
What you Saw and Why you Care 40
Lotus User Group Webinars sponsored by Meridian and Plantronics  LUG -> SocialBiz User Group  http://www.socialbizug.org/communities/service/html/communityview?communityU uid=21781f72-8a28-438e-ac4d-f2a44f7aaa5e  Social Business @ IBM Connect 2013 — Preview what's around the corner for Sametime Video and Mobility  Seeing is Believing — Video Options for Sametime  IBM Sametime Unified Telephony Lite: Communicating with Devices  Your Social Business advantage: using IBM Sametime to integrate telephony, audio and video; tying people and customers together in powerful ways  Don't Get Stopped By a Wall, A Firewall That Is — Using the Sametime 8.5.2 TURN Server  It's Video-riffic: What's Coming next for Sametime 41
Sametime Enhancement from Plantronics  Successfully voice or video projects require endpoints.  Best Practice is to partner with people who know what they are doing. – Meridian partners with Plantronics for this reason  UC Adoption toolkit – guides, configuration video and bag full of tips to ease the deployment of endpoints  Productivity - status updated when you are using your headset on a Sametime / Mobile / Desk phone call via Spokes software for Sametime.  Mobility - Spokes gives you the ability to roam around the office with your headset and still remain connected to the Sametime call control and toggle between calls. 350 feet if DECT SAVI headset and 33 Feet if Bluetooth away from desktop .  Spokes software for Sametime - Can be deployed by IT and updated the same way. 42
Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 43
Q&A  James Burnham (jburnham@meridianitinc.com)  David Price (dprice@meridianitinc.com)  Peter Lurie (Peter.Lurie@polycom.com)  Find us on Greenhouse on Sametime via our email addresses  If you are not on Greenhouse, register via this link: https://greenhouse.lotus.com/gh_next/lotusgreenhouserequests.nsf/Mai nDocumentSelf?openForm Don’t miss Ask the Product Managers and GURUpalooza on Thursday! 44
Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 45
Other key Sessions Sunday • JMP201 IBM Connections 4.0 Administration Introduction Jumpstart F Yasin, L Chaney • SHOW 401 - Demystifying Your IBM Sametime Deployment with the Configuration Validator J Miller • JMP204 IBM Sametime 8.5.3 Architecture and Deployment Workshop W Morgam • JMP206 IBM Sametime Unified Telephony QuickStart Deployment C Price • JMP203 Deep Dive: What's New in IBM Connections 4.0 Administration and Configuration L Zhang, M Estrada • JMP205 From Zero to Mobile Hero: IBM Sametime 8.5.2 Mobile Access Server install F Altenburg, V Juergensen Monday • SW102 Social Analytics: Key to a Competitive Social Enterprise M. Heid • INV103 Social Communications Strategy and the IBM Sametime Roadmap – J. DelPizzo • BOF101 Using the Power of Video to make Social Business Visual P. Lurie 46
Tuesday • ID401 What's Next in IBM Sametime M Machado • INV302 - Face It, We Need to Talk! Rich Media in IBM Sametime - J Reed • INV104 - IBM Enterprise Mobile Strategy and Platform - D Marshak, D Del Rosso • CUST101 Continental: Unleashing a Smarter Workforce with IBM Sametime for Social - E Jakobi, V Juergensen • INV204 - "Pardon the Interruption": Social Business Hot Topics - L Richardson, L Rodriguez, L Benitez • ID402 IBM Sametime Mobile Instant Messaging and Meetings S Babin, R Fahey, D Langley 47
Wednesday • Show 400 - If it Fits, it Ships! Getting the Most out of Your IBM Sametime Client Install N Pittman, C Markos • ID407 Seeing is Believing: Advanced Video Technology for IBM Sametime P Galvin, B Srivastava • SPOT107 Governance, Compliance & eDiscovery for IBM Connections, Sametime and Facebook C Shields • ID404 Best Practices for IBM Sametime Meetings Deployment End-to-End B Gold • ID307 Make Your Microsoft Stack Social with IBM Connections S Foley, B Slavens • ID306 IBM Connections Mobile Server Administration and Security R Godwin, D Kennedy • ID405 Taking IBM Sametime to the Edge: Deploying a Collaborative Extranet T Payne • Show 300 - IBM Connections 4 101: Installing and Deploying IBM Connections and Cognos C Price • ID403 IBM Sametime System Console: One-Stop Sametime Administration F Altenburg, V Jeurgensen 48
Thursday • ID406 Best Practices in Voice and Video Deployment U Segev • AD109 Using the IBM Sametime Proxy SDK: Websphere Portal, IBM Connections - and Beyond W Homes, C Tyler • GURUpalooza! • Ask the Product Managers • CGS - Lotusphere Closing General Session 49
Backup 50
For reference only IBM Solution Diagram-DMA Adapter TCSPI VP DMA XML API VP PSTN Network Polycom IBM Sametime IBM Sametime DMA7000 Community Server Conference Manager VP SIP Sametime Media IBM Sametime Manager Connect Client or RMX ISDN/PSTN Meeting Client XML API HTTP/S VP Polycom RPM IBM Sametime Meeting IBM Sametime Client Server Proxy/Registrar SIP H.323 Polycom RMX SIP CMA Client HTTP/S Series NRPC IBM Lotus Domino Server HDX Series IBM Lotus Notes Client with NRPC IBM Sametime LDAP Protocols NRPC: Notes Remote Procedure Call Microsoft Active Directory LDAP: Lightweight Directory Application Protocol IBM Tivoli Directory OTX/RPX VP: Virtual Places Protocol (IBM Proprietary) Integrator Polycom Endpoints

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Bp302 final

  • 1. BP302 Social Communications: A Roadmap for Connecting Sametime with Everything James Burnham | Social Business Architect | Meridian IT, Inc. Peter Lurie | Manager Global UC Architects | Polycom, Inc. David Price | Social Business Practice Manager and IBM ICS Champion | Meridian IT, Inc. © 2013 IBM Corporation
  • 2. Legal disclaimer © IBM Corporation 2013. All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. Microsoft and Windows are trademarks of Microsoft Corporation in the United States, other countries, or both. 2
  • 3. Abstract Social Business, Mobile or Social Communications: what path should you take? Does Connections need Sametime or does it stand alone? What are the most critical decisions an organizations makes to unify existing audio conferencing, video conferencing, and phone systems? In this session we will offer a roadmap to Unified Communications that marks the critical “forks in the road” on the journey to UC and illustrate experiences from actual implementations. We’ll cover UC platforms (Sametime, Lync, Jabber), video (Cisco, Polycom, Avaya), telephony (Cisco, Avaya, ShoreTel or legacy), firewalls, mobility, and call control/dial plans. The session will wrap-up with a live demo featuring full integration of Sametime, Connections, and Polycom video. 3
  • 4. Your speakers  James Burnham .is a Social Business Solution Architect with Meridian IT. James’ current focus is helping companies realize improved results by extending social and collaborative platforms deeply into existing business processes. James draws on twenty years of experience in a variety of roles including internal IT for a global manufacturer, sales engineering and strategic alliance management with a global systems integrator, and sales engineering and partner management with software OEMs in analytics and marketing automation. James began working IBM ICS space with Notes R3 and deployed one of the first global scale Domino collaboration. His current engagements with clients include business analysis for social business deployments, and social business architecture, and unified communications. 4
  • 5. Your speakers  Peter Lurie - My specialty is focusing medium to large organizations on the key things they need to improve communication and collaboration. This includes not just unifying their collaboration, but also the plans, policies and procedures to make it effective. I focus on ease of use, driving adoption, and showing measurable business results. I've been working almost exclusively with IBM, IBM's partners and IBM's customers for the last 5 years, and have 12+ years collaborating around the globe with customers, partners and prospects.  Currently I'm the manager of the Global UC Architect team at Polycom. Previously, I was an IT professional at a large financial services firm. 5
  • 6. Your speakers  David Price has been working with ICS products since release 3.3. As an employee of an international bank, he built a 93,000 Notes and Domino enterprise and at one point had the largest Domino deployment on IBM Power I outside of IBM itself. A speaker at IBM and non-IBM conferences as well as Red Book author, he helps companies select and deploy collaboration solutions. His focus is to deliver Social Communications integrated with voice and video. Working with products from Avaya, Cisco, Polycom, Tandberg and ShoreTel. He advises companies to understand what their Social Communications environment can be and which capabilities should come from ICS and which from voice and video providers.  David is also an IBM ICS Champion for 2013. 6
  • 7. Meridian IT at a glance  Meridian IT Inc. – International System Integration with focus on hardware, networking and IBM software – Experience and expertise with multiple systems (Cisco, Avaya, Nortel and ShoreTel) along with telephony infrastructure (dial plans, SIP trunking, routing, etc.) and video (Tandberg, Polycom and Radvision) – Authorized to sell and implement IBM Sametime Unified Telephony® as well as all versions of IBM Sametime®. – Public and private cloud offerings including platform as a service (PAAS). – IBM Flex System™ certified as part of our broad IBM hardware experience. – IBM PureApp™ certification in process  Meridian Group companies hold Cisco Gold, Avaya Platinum, Tandberg, Polycom and Shoretel certifications 7
  • 8. Polycom at a Glance Financial $1.5B Revenue, 23% Y/Y Growth, 2011 Strength 58Qs Positive Cash Flow $615M in cash and investments Strategic 7000 Partners Partnerships Strategic Alliances with Customer 415,000+ customers Momentum 100% of the Fortune 100 95% of the Fortune 500 93% of the Fortune Global 100 Industry Polycom Named #1 Video Conferencing Momentum Leader in new Forrester Wave Report based upon “Strategy” and “Offerings” Gained 8% market share in 1H 2012 8
  • 9. Disclaimer to the disclaimer  As always, IBM Lotusphere® /IBM Connect2013® has a number of announcements  This year there are many in the Social Communications space  This deck is (will be?) available before the start of the conference  We created the presentation with public information – Information from other sessions should only make the topics and themes more relevant. – Where we know or expect announcements, there will be a note on the slide and we will speak to what was announced as of Wednesday 9
  • 10. House Keeping Please fill out the evaluations Put phones on silent or vibrate Don't block the aisles with power cord 10
  • 11. Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 11
  • 12. Connecting Sametime to everything Connecting any person on any device, in any Scope: presence, chat, application, on any web conferencing, voice, webpage, to another and video person, anywhere, on any device. Voice: enabling Video: connecting Sametime with VOIP, Sametime with bridges, PSTN; dial plans for room based, desktop, reaching people or tele-presence, and devices mobile Applications*: enabling Sametime with-in applications, webpages, portals, mobile devices 12
  • 13. Any person, any device, anywhere Add Chat, Presence, Telephony Awareness to Applications & Devices Connect to Voice & Video Networks, Audio & Video Conferencing 13
  • 14. Understanding Click to Call/Click to Conference Sametime Standard in a VoIP installation • Presence/telephony awareness ONLY. In this scenario, Sametime Standard does NOT function as a the soft phone* • Sametime Connect instructs the telephony system to call my registered device (VoIP softphone, mobile phone, desk phone) and then call the other parties. • For laptop users, the registered device will either be a telephony UC client on the laptop or a cell phone This can result in: • Multiple UC clients on the desktop • Additional client if video client is different • Redundant address books that do not synchronize • Redundant presence indicators • Potentially confusion for the end user • Potential for redundant licensing and maintenance * This is the key factor for many customers in choosing between SUT/Sametime SIP and Sametime Standard 14
  • 15. Integrate vs. interoperate • Telephony or video controls are part of Sametime. TCSPI = • When possible, find vendors with TCSPI adapters integration • Find third party firms who have written their TCSPI adapter Interoperate • Integration only (typically). = SUT Lite • Many solutions call for SUT Lite with TCSPI • Challenge with Sametime to date has been lack PSTN • Review announcements from this week • iLink provides both Tandberg TCSPI as well as PSTN integration integration into Sametime Standard. (http://ilink.de/en/products/index.html) 15
  • 16. External chat communities via TCSPI Gateway Server via SUT Lite Meeting Server Community Server Media Manager 3rd party SIP infrastructure TCSPI Dual Adapter(s) PSTN Voice Video Bridge Bridge HTTP IP PBX TDM PBX VP (Virtual Places) SIP Partner Controlled Sametime Component Partner Component 16
  • 17. Making Social Business Visual IBM Social Business Solution Polycom RealPresence Solution Polycom RealPresence Media Utility for CMA RealPresence IBM Sametime Device Management Immersive 5 Video Publishing (Polycom App) IBM Domino Server PRMM Scheduling Integration Recording and playback RealPresence 4 (Polycom API) Room IBM Sametime 3 Audio/Video Integration Calendar Integration Resource Manager Lotus Notes (IBM Integration) RealPresence Calendar Integration Desktop IBM Sametime Server IBM Connections 2 SIP Trunk via SUT Lite Integration (IBM option) RealPresence 1 Mobile Video Integration DMA 7000 (Polycom Add-in) Polycom Conferencing Add-In for IBM Sametime Audio device (cellphone, RMX Conference Platform conference phone, etc.) H.323, SIP, PSTN, ISDN SIP audio and video audio and video SIP audio and video
  • 18. Sametime TCSPI options TCSPI • Avaya – Radvision* • Avaya telephony • iLink** • Polycom • Shoretel SUT Lite • Avaya –Radvision* • Cisco – Tandberg*** • Polycom • Logitech - LifeSize **** •* Radvision functionality prior to acquisition. • ** Developed TCSPI for Tandberg • *** Interoperability via Cisco VCS gateway. • **** No interoperability testing completed. SIP is a standard but not as mature as TCP/IP or SMTP 18
  • 19. Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 19
  • 20. Social Communications Roadmap: A Way to Navigate Convergence of Content & Communications 20 ? Social Business + Communication Connections and Sametime Are Tools: “Social Business – Connected” Getting Closer • Five years ago the focus was on web • Today: two development teams, Two product conferencing and IM. managers, etc. • Convergence of communications (Sametime) • Separate purchases, standalone deployments & content (Connections) • But integration points exist and are becoming stronger
  • 21. Social Communications enablers Mobile Device Network Social Generation Cloud Delivery Proliferation Readiness Connectedness Raised on Video 64M 3G $41B 800M 3B Tablets Today Today Users on Videos 4G Facebook viewed daily 320M $241B 140M on YouTube Tablets By 2020 by 2015 WiFi On video 66% chat by 2015 Mobile Traffic 2015 21
  • 22. Social Business and Social Communications changes the internal IT landscape Knocking • Individual tools don’t work Down • Video conferencing with a non-integrated audio bridge creates latency between audio and video, very distracting for viewers Silos Be • Wrong turns can lead to multiple: • clients (chat, presence, telephony, video) careful of • dial plans forks in • collaboration platforms the road • audio channels and audio bridges Voice & • Want to own Social Business road map Video • As we discuss later, make sure you are evaluating the right features Vendors 22
  • 23. Social Communications Roadmap Best Practices You’re on a journey: social business and communications is inevitable and unavoidable. • Social Communications is a business project to make social networks more effective – so focus on the people and the business goal. Strong executive sponsorship • You're wrestling with gorillas. Breaking down silos engages lots of stakeholders- every employee, customer, vendor; your voice, video, network, collaboration teams. Align executive sponsorship to a compelling vision • Why are we doing this? What will it look like when we're finished? How (who!) will we use it? What will we do differently? Successful journeys start with the End in Mind! 23
  • 24. Social Communications Roadmap Best Practices Should you trust your telephone or mobile device vendors Social Communications roadmap? • Phone != Social communications Conference room video units != Social Communications • Video MCUs, video borders and other infrastructure do need to play a part in Social Communications evaluations. That thinking is as logical as ‘I own a Volvo therefore I must marry a Swede’. (Not that there’s anything wrong with Swedes…or Volvos). 24
  • 25. Process to evaluate and deploy a Social Communications Solution Use Cases Architecture Products Implementation (requirements)  Process is not new, unique or terribly original but you will hear us repeat it over and over again  May times customers or IBMers will call us because they jumped right to products and want assistance in comparing features. 25
  • 26. Building Your Roadmap Know your Terrain & Geography Know where you want to go (vision) Know where you are (assessment) 26
  • 27. Terrain: Pervasive, Continuous, Fluid BYOD is new reality. • Extremely rapid discard rates • Very fast adoption especially with mobility • Your Success (survival, relevance) demands solutions that anticipate changes Business will not wait for IT • IT must embrace the speed of business • Fail Fast, Succeed Fast 27
  • 28. Vision: Know Where you Want to Go  Improving collaboration will – Make our sales persons 1% more effective resulting in $x increase in revenue – Reduce process time by x days resulting in reduced cash to close with a value of $.  Improving collaboration will – Support the expansion of our sales offices. – Allow us to recruit the best talent regardless of geography. – Tie together our US and European operations under a new management structure. 28
  • 29. Assessment: Where are you today?  Telephony infrastructure: VoIP or legacy TDM?   We are an organization that is built around our ERP system. Majority of employees are not mobile and mobility  Enterprise applications that would is less critical. benefit from Social Communications? CRM, ERP, customer extranet, chat  We are an organization organized on public web site for pre-sales around the sales process. Our questions. employees are highly mobile and need their mobile devices to function as an extension of the desk phones.  These two companies have very different assessments and different needs.  Legacy systems will often require SIP/TDM gateways. 29
  • 30. Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 30
  • 31. Roadmap to Social Business  There are clear “forks in the road” on the journey to Social Communications. Pick the wrong path and it will take time and money to change  Fork A - Social Business focused  Fork B – Device focused  Fork C – Application focused  Fork D – Let’s describe it when we get there.  Yes you can end up with a Runcible spoon solution; a Runcible spoon is more commonly known as a spork. 31
  • 32. In this process we are often asked about non-IBM solutions Microsoft Lync ® • We go back to: Use cases → Architecture → Products → and/or Microsoft Implementation Yammer®, Cisco • We have found Microsoft Outlook customers where Sametime Jabber™ and Connections are the best solutions. It all depends on use cases. or IBM products • Often when multiple legacy TDM systems are involved, SUT is Sametime + the best option; or • Spork: Sametime integrated with telephony vendor’s TCSPI telephony vs. SUT plus Connections; or Lite vs. SUT. • No telephony integration until TDM PBX is replaced with SIP PBX 32
  • 33. Company A Chose Social Business Fork Healthcare, Microsoft email and productivity tools. Background 1,500 employees. Collaborate across geographically separate groups; Driver find experts quickly. Organization is fairly flat and lean. Strong need to align project teams; flat & lean Assessment organization; mix of IBM, Oracle, Microsoft. Full IBM Social Business+Social Communications; Decision replaced OCS and SharePoint; extending Social Business outside the firewall. Use cases and following the analysis made the Lesson decision possible. 33
  • 34. Company B Chose Device Fork Transportation firm. IBM Notes® and IBM Background Domino® deployed enterprise wide. 3,000 users, large call center operation External meeting costs, improved collaboration, Driver telephony UC. Collaboration without Unified Telephony. Decision Deployed telephony UC solution understanding the overlapping tools on the desktop. The organization focused more on device, less Lesson on the application. 34
  • 35. Company C Chose Application Fork Manufacturing. IBM Notes/Domino deployed Background enterprise wide. Approximately 1,500 users. Technology refresh of multiple outdated telephony Driver installations. Spent over a year comparing telephony/UC/Social Business vendors. In the end, decided the business need was Decision application focused, not device focused. (1) Start with business goals in mind, engage the business; (2) device based use cases favor Avaya or Lessons Cisco; (3) application centric use cases favor IBM Social Communications 35
  • 36. Company D Chose, actually I’m not sure what the heck they did Big Box retailer with many locations including international. Deployed IBM Websphere Portal Server Background and associated portal products. Tens of thousands of users. IBM Notes/Domino deployed enterprise wide. Integrate the stores with each other and corporate. Driver Critical factor was surfacing UC in their portal as well as Notes. Selected vendor whose products a) don’t integrate Decision with Websphere Portal Server or b) IBM Notes Some people will believe the line, ‘that feature is in Lesson the next release’ more then they will their eyes. 36
  • 37. Critical Question: Connections--Standalone or with Sametime? • Presence in Connection Today, good • Connection features in ST Business Card integration • Add chat to community or activity Announcements • drive even better integration. • Ability to take artifacts from a Sametime Meeting and save into I expect this Connections. week • Extend Sametime Connect integration into Connections • not only should Sametime and Connections be integrated but why aren’t The answer is you doing so today. Personal • is that in the future, a new Social Business product will include additional viewpoint services including ECM and what we consider UC today. 37
  • 38. Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 38
  • 39. Live demo – Connections 4.0 and Sametime 8.5.2 IFR1 What you will see • Typical Connections Interface • Sametime tags • See what tags connect to • See what tags do • Sametime client / HTTP session • See us converse and share • See us find and bring in expert • See us go to voice call • See us escalate to video call • Create a meeting w/voice & video 39
  • 40. What you Saw and Why you Care 40
  • 41. Lotus User Group Webinars sponsored by Meridian and Plantronics  LUG -> SocialBiz User Group  http://www.socialbizug.org/communities/service/html/communityview?communityU uid=21781f72-8a28-438e-ac4d-f2a44f7aaa5e  Social Business @ IBM Connect 2013 — Preview what's around the corner for Sametime Video and Mobility  Seeing is Believing — Video Options for Sametime  IBM Sametime Unified Telephony Lite: Communicating with Devices  Your Social Business advantage: using IBM Sametime to integrate telephony, audio and video; tying people and customers together in powerful ways  Don't Get Stopped By a Wall, A Firewall That Is — Using the Sametime 8.5.2 TURN Server  It's Video-riffic: What's Coming next for Sametime 41
  • 42. Sametime Enhancement from Plantronics  Successfully voice or video projects require endpoints.  Best Practice is to partner with people who know what they are doing. – Meridian partners with Plantronics for this reason  UC Adoption toolkit – guides, configuration video and bag full of tips to ease the deployment of endpoints  Productivity - status updated when you are using your headset on a Sametime / Mobile / Desk phone call via Spokes software for Sametime.  Mobility - Spokes gives you the ability to roam around the office with your headset and still remain connected to the Sametime call control and toggle between calls. 350 feet if DECT SAVI headset and 33 Feet if Bluetooth away from desktop .  Spokes software for Sametime - Can be deployed by IT and updated the same way. 42
  • 43. Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 43
  • 44. Q&A  James Burnham (jburnham@meridianitinc.com)  David Price (dprice@meridianitinc.com)  Peter Lurie (Peter.Lurie@polycom.com)  Find us on Greenhouse on Sametime via our email addresses  If you are not on Greenhouse, register via this link: https://greenhouse.lotus.com/gh_next/lotusgreenhouserequests.nsf/Mai nDocumentSelf?openForm Don’t miss Ask the Product Managers and GURUpalooza on Thursday! 44
  • 45. Agenda What does connecting Sametime to Everything Mean? Social Communications Roadmap Forks in the Social Communications roadmap IBM Sametime® and IBM Connections® and Polycom Real Presence ® Social Communications demo Questions and hopefully Answers Other key sessions from IBM Connect2013 45
  • 46. Other key Sessions Sunday • JMP201 IBM Connections 4.0 Administration Introduction Jumpstart F Yasin, L Chaney • SHOW 401 - Demystifying Your IBM Sametime Deployment with the Configuration Validator J Miller • JMP204 IBM Sametime 8.5.3 Architecture and Deployment Workshop W Morgam • JMP206 IBM Sametime Unified Telephony QuickStart Deployment C Price • JMP203 Deep Dive: What's New in IBM Connections 4.0 Administration and Configuration L Zhang, M Estrada • JMP205 From Zero to Mobile Hero: IBM Sametime 8.5.2 Mobile Access Server install F Altenburg, V Juergensen Monday • SW102 Social Analytics: Key to a Competitive Social Enterprise M. Heid • INV103 Social Communications Strategy and the IBM Sametime Roadmap – J. DelPizzo • BOF101 Using the Power of Video to make Social Business Visual P. Lurie 46
  • 47. Tuesday • ID401 What's Next in IBM Sametime M Machado • INV302 - Face It, We Need to Talk! Rich Media in IBM Sametime - J Reed • INV104 - IBM Enterprise Mobile Strategy and Platform - D Marshak, D Del Rosso • CUST101 Continental: Unleashing a Smarter Workforce with IBM Sametime for Social - E Jakobi, V Juergensen • INV204 - "Pardon the Interruption": Social Business Hot Topics - L Richardson, L Rodriguez, L Benitez • ID402 IBM Sametime Mobile Instant Messaging and Meetings S Babin, R Fahey, D Langley 47
  • 48. Wednesday • Show 400 - If it Fits, it Ships! Getting the Most out of Your IBM Sametime Client Install N Pittman, C Markos • ID407 Seeing is Believing: Advanced Video Technology for IBM Sametime P Galvin, B Srivastava • SPOT107 Governance, Compliance & eDiscovery for IBM Connections, Sametime and Facebook C Shields • ID404 Best Practices for IBM Sametime Meetings Deployment End-to-End B Gold • ID307 Make Your Microsoft Stack Social with IBM Connections S Foley, B Slavens • ID306 IBM Connections Mobile Server Administration and Security R Godwin, D Kennedy • ID405 Taking IBM Sametime to the Edge: Deploying a Collaborative Extranet T Payne • Show 300 - IBM Connections 4 101: Installing and Deploying IBM Connections and Cognos C Price • ID403 IBM Sametime System Console: One-Stop Sametime Administration F Altenburg, V Jeurgensen 48
  • 49. Thursday • ID406 Best Practices in Voice and Video Deployment U Segev • AD109 Using the IBM Sametime Proxy SDK: Websphere Portal, IBM Connections - and Beyond W Homes, C Tyler • GURUpalooza! • Ask the Product Managers • CGS - Lotusphere Closing General Session 49
  • 51. For reference only IBM Solution Diagram-DMA Adapter TCSPI VP DMA XML API VP PSTN Network Polycom IBM Sametime IBM Sametime DMA7000 Community Server Conference Manager VP SIP Sametime Media IBM Sametime Manager Connect Client or RMX ISDN/PSTN Meeting Client XML API HTTP/S VP Polycom RPM IBM Sametime Meeting IBM Sametime Client Server Proxy/Registrar SIP H.323 Polycom RMX SIP CMA Client HTTP/S Series NRPC IBM Lotus Domino Server HDX Series IBM Lotus Notes Client with NRPC IBM Sametime LDAP Protocols NRPC: Notes Remote Procedure Call Microsoft Active Directory LDAP: Lightweight Directory Application Protocol IBM Tivoli Directory OTX/RPX VP: Virtual Places Protocol (IBM Proprietary) Integrator Polycom Endpoints

Editor's Notes

  • #13: Includes IM, presence, web conferencing, voice and videoIM and presence includes email, Portals, web pages, Social Business applications, custom application, desktop productivity productsVoice includes – internal Sametime users, PSTN users, dialing between them.Includes dial plans for calling people (Sametime clients) or devices (desk phones, mobiles and external parties)Web conferences including participants on PSTN devicesVideo bridging desktop, room based, tele-presence systems and mobile devices
  • #21: “Transition from IM to UC to SC not just terminology or marketingshifting the focus from 'reach' to 'relevance‘Reflects evolution and convergence of a) business needs b) technology capabilities and user acceptance/adoptionMajority of our “UC” discussions include video and/or voice along with inserting Sametime into something (Connections, IBM Websphere Portal Server®, Microsoft SharePoint®, public web site for chat support)
  • #23: Sounds insane but reasonable companies analyzing the wrong features have come to this result.Can you be a Social Business if: You'll need three clients per end point?If the information you need to connect with a person is in three different directories ?If your vendor doesn't have a client for all of your platforms? Video (desktop & mobile) will contribute toward ConvergenceSound and images in separate channels (meeting room, corporate phone, mobile network) are not synchronizedVideo will help drive organizations to consider single channel for voice+videoYou will confront multiple client coexistenceWhen (not if) desktop (and iPad and iPhone and Android) video comes to your organization, you will need to have a coherent answer.Video's technical requirements will contribute toward driving organizations to confront social tool choices
  • #29: What are you trying to accomplish?Why is this important work?How will you know you are successful?What metrics does your boss’ boss care about?What are business plans? Geographic expansion, expansion of remote working? Go TALK to the business, find out how to help them.ConferencesCompany MeetingSales ClubFamily VacationFraternity / Sorority
  • #30: ConferencesCompany MeetingSales ClubFamily VacationFraternity / Sorority
  • #34: Background: Healthcare, Microsoft email and productivity tools. 1,500 employees.Driver: Customer had a number of point solutions including partial deployment of Microsoft OCS® and some SharePoint®. Business drive was to allow geographically separate groups to collaborate. Secondary but important need was to find experts quickly. Organization is fairly flat and lean. There is a significant need to keep teams aligned during projects.Decision: Embraced full IBM Social Business+Social Communications; IBM Websphere Portal Server, IBM Content Management, IBM Connections, IBM Sametime, IBM Quickr for J2EE. Replaced OCS and SharePoint. Provided secured Extranet for customers, extending Social Business outside the firewall.Lesson: Many at the customer, both in IT and the business, were skeptical that an IBM solution was best. Repeatedly going back to use cases and following the analysis through finally made the decision possible.
  • #35: Background: Transpiration firm. IBM Notes® and IBM Domino® deployed enterprise wide. 3,000 users.Driver: Customer wanted to shift costs from external hosted meetings and wanted to add presence and chat. Was evaluating telephony UC for the enterprise because they felt that that UC was a step needed.Decision: Acquired Sametime Standard, Sametime Extranet and Sametime Unified Telephony to have Social Business. Decision on all products was made by the CIO and the collaboration team without input from telephony manager or engineers.Lesson: Sametime Standard deployment and functionality adopted and used by the organization. During planning for SUT implementation the customer began to truly evaluate IBM and the telephony solution. Eventually the organization concluded they were more device focused then application; deployed telephony UC solution understanding the overlapping tools on the desktop.