Microsoft Response Point Guidance

Network Connection Considerations

for Microsoft Response Point

Published: November 2007

TM

 2007 Microsoft Corporation. This work is licensed under the Creative Commons Attribution-Noncommercial
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Windows are trademarks of the Microsoft group of companies.

Contents
Introduction................................................................................................1
Overview ..............................................................................................1
Definitions ............................................................................................1
Response Point Connection Options ................................................................2
Advantages and Limitations .....................................................................2
Connection Considerations ............................................................................2
Traditional Telephone Services .................................................................3
End-to-End VoIP ....................................................................................3
Troubleshooting Provider Issues ....................................................................4
Troubleshooting PSTN Issues ...................................................................5
Troubleshooting VoIP Issues ....................................................................6
Additional Resources ....................................................................................7

Introduction
Microsoft Response Point is a small-business phone solution that is designed to be
easy to use and manage. While easy to use, the variety of choices available for
connecting a Response Point phone system to a telephony service provider network can
be slightly confusing. This paper will help to simplify the decision-making process by
explaining the considerations involved in choosing the type of service and the actual
provider for public telephony services that will work in conjunction with a Response Point
solution.

Overview
This paper will help Microsoft Response Point Value Added Resellers who have little
telephony experience understand how Response Point can be connected to service
provider networks and the considerations involved in choosing a provider for a Response
Point deployment.
This paper also discusses some common troubleshooting scenarios that will help VAR
technologists identify and resolve issues related to provider connectivity and services.

Definitions
The following list defines key terms and acronyms used in this document:
ATA An ATA (Analog Telephony Adapter) converts standard analog RJ-11 connections
to Ethernet RJ-45 connections so that analog devices can be used on VoIP networks.
Automated Receptionist The Automated Receptionist, or Auto Attendant, is a
Response Point voice-recognition technology that can prompt callers for information and
respond to their requests.
DID Direct Inward Dialing (DID) is a virtual phone number that can be dialed directly from
outside of the business and will be forwarded to a specific VoIP phone. This feature will
be available with the release of Response Point Service Pack 1 (SP1).
FXO A Foreign Exchange Office (FXO) is the customer side of the connection between
an external phone service provider (FXS or Foreign Exchange Station) that generates a
ring signal and the customer (FXO) that receives a ring signal.
IAD An Integrated Access Device (IAD) enables the conversion of analog and digital
signals for convergence of network services.
IP Telephony This is the general term used to describe VoIP.
ITSP An Internet Telephony Service Provider (ITSP) is a company that offers Internetbased data service for VoIP telephony.
PBX A PBX (Private Branch Exchange) is a private telephone switch that provides full
switching features for an office or campus.
POTS Plain Old Telephone Service (POTS) means simple analog telephone service.
POTS is sometimes used interchangeably with PSTN.
PSTN Public Switched Telephone Network (PSTN) is the switched analog voice network
that most people use for telephony today.
QoS Quality of Service (QoS) is a method used to mark and prioritize different types of
network traffic passing through a gateway or router to enable time-sensitive traffic, such
as voice conversations, to have transmission priority over data packets.

Midsize Business Security Guidance

RTP Real-time Transport Protocol (RTP) is a standardized packet format for streaming
multimedia content and VoIP communications. RTP utilizes Session Initiation Protocol
(SIP) to initiate and terminate sessions.
SIP Session Initiation Protocol (SIP) is a transport-independent application layer control
protocol often used by multimedia or VoIP applications to initiate, maintain, and terminate
connection sessions with one or more participants.
VoIP Voice over Internet Protocol (VoIP) is the practice of transmitting voice
communications over data networks by using Internet protocols.

Response Point Connection Options

Response Point phone system software is designed to work best when connecting the
Response Point VoIP PBX unit to a PSTN provider network via analog lines. Response
Point PBX units, also referred to as base units, will be shipped with either an analog FXO
or, after the release of SP1, native VoIP. This means that after the release of Response
Point SP1, there will be four ways to connect Response Point:
1. Connected directly to analog lines provided by a traditional telephone company.
2. Connected to a VoIP service via analog connections to an IAD.
3. Connected to another PBX via analog lines.
4. Connected directly to a VoIP over Internet ITSP via Ethernet.
While an analog connection is the default method of connecting Response Point to
external telephone networks, Response Point can be employed as part of an end-to-end
VoIP solution by connecting base units to an IAD that is compatible with the one used by
the IP telephony providers network.

Advantages and Limitations

Each connectivity method presents its own considerations for small-business telephony
needs. Generally, traditional phone service providers offer greater stability than VoIP
providers, especially when the possibility of electrical outages is taken into consideration.
PSTN networks utilize time-tested, reliable technologies that are powered from PSTN
provider stations that often have backup generators. In most cases, a PSTN phone
system will continue functioning even when the power goes out locally. PSTN providers
also boast better average voice quality, and sometimes offer more features, like call
waiting, than VoIP providers.
VoIP providers, on the other hand, can be much cheaper, since they allow businesses to
converge their existing data communications systems with their voice communications
systems. Another cost benefit can be realized if a business places a lot of long-distance
calls. Even though long-distance calls over an IP telephony network are not necessarily
free, long-distance calls are usually priced below the average cost charged by PSTN
providers. While VoIP providers can offer the same services that PSTN providers can,
there often are limitations. For example, some VoIP providers offer long-distance
services in limited geographic areas, or are limited in where their discount rates apply.

Connection Considerations
In addition to the advantages and limitations of each provider type, each connection type
has unique considerations and configurations that need to be addressed before and

Secure Wireless Access Point Configuration

during a Response Point installation. This section will review some of the main
considerations for each connection type in order to highlight the differences among them.

Traditional Telephone Services

Response Point is currently designed to use PSTN analog connections as the default
method of connecting to external telephony services. This type of installation will be most
common when deploying Response Point solutions in small-business environments.
While Response Point can be used as part of an end-to-end VoIP solution, at this time
the only supported method of using Response Point is to connect it to a PSTN provider.
When selecting a PSTN provider, there are several things that you need to do to ensure
that the Response Point system functions correctly with the PSTN provider network.
The following tasks should be completed prior to connecting a Response Point system to
a PSTN network:

Stick with well-known providers that use Bell-standard line configurations. Some
smaller PSTN providers use incompatible standards that may prevent Response
Point from functioning properly.

Calculate the number of phone lines needed to support the business by counting the
number of users and determining how many peak calls are normally expected. If the
number of peak calls means that X connections will occur simultaneously, you must
have X lines to ensure uninterrupted service.

Calculate the number of dedicated lines needed to support analog devices such as
fax machines and security systems that depend on analog phone service to function
correctly. While some devices might be capable of using an ATA device to connect to
a VoIP network, you will need to check with the manufacturer to make certain that
ATA connections are supported.

When planning a deployment date, check with the PSTN provider to determine how
long it takes to provision and activate the necessary lines. You will need to cushion
the deployment date in order to have time to test that the additional lines will be fully
functional when deployment occurs.

In addition to checking lines for activation, also ensure that all requested features
have been enabled on all lines. Some Response Point services depend on caller ID,
so it is important to make sure that all lines have caller ID enabled.

Response Points Automated Receptionist feature reliably supports only 8

simultaneous speech-recognition connections. If the business expects more than 8
simultaneous inbound calls, it may want to designate an employee to answer calls
rather than rely on the Automated Receptionist feature.

End-to-End VoIP
While PSTN providers are currently the only supported method of connecting Response
Point to telephony provider services, it is possible to use Response Point in conjunction
with an IP telephony provider as part of a comprehensive, end-to-end VoIP solution.
There are some obvious advantages to this approach, especially when connecting
multiple sites to each other when a high-bandwidth WAN connection is in place, or when
long-distance utilization is high.
While Response Point does not yet directly support this type of connection, this section
will list some of the considerations when attempting this type of deployment after
Response Point SP1 is released in early 2008.

Work with an established and trusted VoIP network provider to help determine the
network connectivity requirements that must be met to ensure proper functionality.

Midsize Business Security Guidance

Response Point will require the following information from the ITSP:

Service provider name

SIP proxy or registration server address

Registration interval

User Address of Record (AOR) or Uniform Resource Identifier (URI)

Default domain

Authentication ID or SIP user ID

Password

Caller ID display name

For best results, use a DSL or faster connection.

It is a common misconception that VoIP long-distance services are free or can be

connected to any location. Ensure that your customers carefully review VoIP provider
information to determine long-distance costs and capabilities. Before choosing a
provider, consider the customers typical outbound long-distance usage patterns and
the service levels the customer will require.

Ask the provider how many simultaneous calls its service can support; some
providers can support only a limited number of simultaneous calls.

Confirm that the provider can deliver caller ID services. Some Response Point
features depend on caller ID to function correctly.

Confirm that the ITSP uses the SIPconnect interface specification. You will also need
to determine whether the customers firewall and router can allow and prioritize the
ITSPs traffic.

Confirm that the current router supports QoS for voice traffic. If the router that will be
used for VoIP traffic does not support QoS, the customer may need to purchase
additional network equipment.

Determine whether the current firewall can allow inbound and outbound VoIP traffic
to pass through. Some less expensive or bundled firewalls may not allow you to
specify the types of packets that may be allowed through in both directions. If the
firewall does not support the providers VoIP standard, the customer may need to
purchase a new firewall. Ask the service provider to specify the firewall settings it will
require for its service.

Keep in mind that, until the release of Response Point SP1, Response Point base
units do not directly support IP telephony. You will need to check with the service
provider to determine if it can supply or recommend an IAD for use with its solution,
and factor that additional cost into the total cost of an end-to-end VoIP solution.

Troubleshooting Provider Issues

The first step in resolving problems in a Response Point environment is to determine the
source of the problem. Typically, there are a few possible sources of problematic
behavior in any VoIP environment, including Response Point environments. Generally,
these problems can be broken into the following categories:

Line quality

Phone units

Internal network cabling and patch cables

Local Area Network traffic congestion

Secure Wireless Access Point Configuration

PBX units

Switch settings or hardware

Router settings or hardware

Firewall settings or hardware

Link Access problems

External network traffic congestion

VoIP call establishment delays

Provider-based connectivity or setting problems

While it is possible for you to directly isolate, troubleshoot, and resolve most of these
problems, some of them are not due to anything that occurs on the Response Point
system itself. This section will give you information that can be used to determine when
problems are not a part of the Response Point system and may require the assistance of
a service provider to resolve.

Troubleshooting PSTN Issues

Generally speaking, the Response Point network effectively ends at the connection
between the VoIP PBX and the PSTN analog lines. At this point the VoIP traffic has been
converted to an analog signal and is carried by the PSTN service provider to its
destination. Any issues that originate outside the base unit will likely require the
assistance of the PSTN service provider to resolve.
Some of the more common issues that originate with PSTN service providers include:

Dead lines
Symptoms can include no dial tone, customers reporting frequent busy signals,
nobody answering when the business places outgoing calls, and the inability to make
as many simultaneous calls as the user should be able to make based on the units
configuration.
The Response Point administrative interface can be used in some cases to help spot
problems caused by dead lines. However, these issues usually require the
intervention of a service provider. You can reduce the risk of dead lines by testing all
lines prior to Response Point deployment to ensure that they have been activated.

Insufficient line-to-peak-demand ratio

Symptoms can be similar to dead line issues because calls will not go through when
all lines are in use. When the number of simultaneous calls is greater than the
number of available lines, callers will receive a busy signal and users will be unable
to place calls. When these problems start to occur, it may be time to purchase
additional lines from the service provider.

Features not working

Feature functionality issues are usually due to the provider failing to enable caller ID
or rollover features on all lines connected to the Response Point base unit. Even
seemingly unrelated features, including Response Points direct-dial features, can be
dependent on carrier services like caller ID. To prevent these problems, test the
features available on all lines prior to deploying Response Point and whenever a new
line is added to the Response Point system.

Midsize Business Security Guidance

Troubleshooting VoIP Issues

Because Response Point does not officially support connections to IP telephony
networks yet, you must carefully identify the source of any problem prior to requesting
support from Microsoft or the VoIP carrier. This section provides some general guidelines
for identifying VoIP issues that may reside outside of the Response Point system.
Access Link Issues
Access link issues are problems that occur between local area networks and lowerbandwidth networks like Internet connections and WAN links. Access link congestion
issues can cause a number of symptoms, including:

Pauses or delays in conversations, or gaps in speech. When the routers buffer is

full and it cannot send packets correctly, it can cause excessive pauses or delays
in voice traffic that can, in turn, cause conversational difficulties.

Random popping sounds or garbled speech. This can be caused by access link
congestion as well, since routers will invoke random early detection when their
buffers fill, dropping packets to prompt the sender to resend packets. When this
occurs, voice packets can be lost or sent out of order, causing voice quality
issues or popping sounds.

Occasional ticking sounds, sometimes at regular intervals. This is usually caused

by routers switching routes. This causes timing issues that result in a ticking-like
background sound.

Excessive echo or tunnel voice quality. While this problem can also occur
because of poor analog line quality, an excessive echo during conversations or a
hollow sounding voice can be caused by improper phone volume settings.

Jitter
Jitter describes problems associated with packet timing issues. Users will notice
garbled voices or dropped portions of words. This is usually caused by problems
along the network path, either due to congestion, route changes, or similar issues.
These occur most frequently outside of the local area network, so troubleshooting
should begin at the router and may involve the service providers network.
Latency
Latency refers to delays caused by the distance packets must travel between the
router and the service providers network, or when buffers are used to compensate
for excessive jitter. Most major service providers have multiple network access points
that are positioned to reduce the effect of latency. When the ping time from the local
network to the service provider exceed 250ms, users may notice a significant delay
between the time they speak and the time the person on the other end hears what
was said. This can also result in excessive echoing or even tunnel voice quality.
Packet Loss
While the effect of lost packets or delayed packets on data traffic is usually
unnoticed, it can cause major quality issues over voice networks. When packet loss
is minor, users will notice an increase in echo or robot-like voice quality. High levels
of packet loss or significant delays can cause speech to break up or become
drastically distorted. Packet loss or delayed delivery is generally caused by network
saturation anywhere along the network path, but generally only occurs on the local
network when hubs are used or when computers are attached to the network through
the phones built-in switch.
Outages

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Outages can be caused by hardware failures along the network path or by failed links
along the network path. To isolate the source of network failures, perform pings or
trace routes to locate the network failure. If the failure occurs outside of the local area
network, you will need to contact the service provider to resolve the issue.

Additional Resources

For up-to-date announcements and information about Response Point, please visit
the Microsoft Response Point Home Page at
http://www.microsoft.com/responsepoint/default.mspx

For free resources designed to prepare partners for Response Point, please visit the
Microsoft Response Point Partner Readiness Webcasts at
http://www.msreadiness.com/responsepoint

To participate in discussions about Response Point and for more inside perspectives,
please visit the Microsoft Response Point Team Blog at http://blogs.technet.com/rp/

For more information about the SIPconnect standard and providers, please visit the
SIP Forums SIPconnect home page at http://www.sipforum.org/sipconnect