Network and online security make up a large and complicated beast. That’s the main reason that companies cringe at the thought of addressing their internal security policies and network infrastructure vulnerabilities.

Yet today, security plays a tremendous role in everything related to the web. Our lives are essentially put online, with nothing to stop someone from harvesting every detail about us. At the same time, companies are adapting hosted applications and cloud computing strategies, which make the security of their data and corporate information harder to protect.

Consider a recent example, where researchers showed that Cisco IP phones could be transformed into listening bugs. In addition, the right strategy could create a denial-of-service attack and take out a call center. Disgruntled employees or crafty competitors can easily use Cisco phones to eavesdrop, wiretap and more.

In addition, with social networking, hackers have more entry points to a company’s network. In the past, hackers would try to exploit a core service to gain access to a corporate network. They would look for the services that were running, and then try to break one of those services. For example, they might attack an FTP server and break it to gain access.

With social networking, hackers have adopted a strategy called “social engineering.” They reach out to users to obtain personal information, or they entice a user to click on a link or browse a specific web site. When the users takes the bait and clicks on a pdf, web site link or e-mail, the attacker gets the access they need. From there, the hacker can harvest user names and passwords, mine company databases or even steal call records.

These stealth attacks are difficult to protect against, for two reasons. First, they rely on the ignorance of users, who take actions that give hackers access. Secondly, they are stealthy. If a network is not properly guarded, the data theft may go on for some time before it is detected.

Unfortunately, most companies today to not practice good security. This creates incredible risk, which only increases as more hosted services, cloud computing strategies, and VoIP phones are installed. If your company relies on any of these applications – or plans to in the future – you must devise a solid IT security plan. Get ahead of the bad guys.

Not sure where to start? If your company relies on a technology firm that has installed your network, VoIP system or other applications, start there. Ask what options they have available, and how they can help you increase security at your company – today.

Every business wants to improve productivity.

It might take a big transformation of processes, people or technology to create a dramatic productivity gain. But for companies that want a quick, inexpensive boost to their bottom line, there are small, simple improvements you can make right now.

Many of these productivity gains are facilitated by a unified communications system, while others could also be realized with a combination of alternative technologies. No matter your technology choice, however, asking your workforce to adopt new habits could make your office a more productive – and pleasant – place to work.

1. Instant messaging. This wonderful technology has gotten a bad rap over the last several years. Instant messaging can be a time-waster if employees abuse it to conduct personal conversations with people outside – or inside – your company. On the flip side, instant messaging can save a great deal of time, while also improving customer service. For example, employees can ask and answer quick questions without taking the time to call or email. Team members on a client call can provide one another with information – without the customer hearing every detail. Want to limit IM to employees? Use a messaging  solution that is folded into your unified communications solution.
2. Presence information. If you’ve used IM, you’ve seen an example of presence information. A colored dot next to the person’s name indicates whether they are online or offline. For those online, it shows if they are available, away or busy. On some VoIP phone systems, such as ShoreTel, similar presence information is available for both office and mobile phones. See a colleague is on the phone? Avoid making that call and send a text or IM. Need to transfer a customer to talk to someone else? Check the phone directory and find someone who is available – right now.
3. A directory that works. Many companies still rely on paper phone lists that show employees’ extensions. Others have an online version. In both cases, information quickly becomes out of date. With a unified communications solution, directory information is automatically updated as phone extensions are added or deleted. With some systems, such as the ShoreTel IP 655 phone, users can type in the first few letters of the first or last name to quickly find in-house contacts. Again, time and money are saved, both in administration and use.
4. Integrated mobile devices. When smartphones and other mobile devices are integrated with a company’s unified communications solution, mobile users carry quick access with them. From their mobile handset, users can reach their colleagues by dialing an extension. They can make and receive calls from their company phone number. Plus, they can transfer calls and look up contacts in the company directory. A good example of this technology is ShoreTel Mobility’s RoamAnywhere Client, which extends unified communications applications to a wide range of mobile handsets including BlackBerry, iPhone and Nokia.

A long-time player in the digital key system and hybrid PBX market, Toshiba has announced a new IP based system called IPedge.

The system is based on a Linux server and comes in three flavors: small, medium and large. The company claims to incorporate several applications into the Linux server, but then goes on to enumerate several apps that require additional servers such as call center, mobility and audio/web conferencing. Even unified communications, which is considered table stakes these days, is an option that does not come standard with the system.

Although the system is an all IP design, it can be networked to the legacy Strata CIX system if you want to install another system for digital phones. Analog capability is provided via a separate analog gateway. More stuff to manage?

It is frustrating that a new IP-based system is configured and sold the same old way key systems were sold decades ago. The IPedge comes in three different sizes, requiring forklift upgrades to move from a 20-seat system to a 200-seat switch to a 1,000-seat PBX. For a decade, other companies such as ShoreTel have provided seamless growth using modular appliances, negating the need to throw away components along the way.

Although Toshiba provides a way to network the systems together via SIP, you still end up with many individual systems strapped together, as opposed to a single system image managing multiple elements and sites. We have seen manufacturers consolidating more and more functionality into systems and eliminating stacks of servers, yet this “new” system will require four servers just for the functionality announced at the outset. To achieve redundancy, you need double that number.

There are, however, some bright spots in the announcement. These include Fixed Mobile Convergence for those with highly mobile workforces or buildings with poor cell coverage, conferencing that does not demand a desktop client or clumsy plug-in, and integrated voicemail, which eliminates at least one additional server.

It is curious that Toshiba would not incorporate many of the best features of a pure IP PBX into a new system developed from a clean sheet of paper. Their dealers have waited a long time for a more competitive product offering. Although the IPedge provides some of the capabilities customers have desired, the company missed the opportunity to bring a truly innovative system to market. Although they are a $60 billion technology behemoth, selling everything from laptops to TVs, that does not necessarily translate into a best-of-breed IP PBX.

Are you a PC person or a Mac fan?

That simple question points out a challenge that continues to plague technology users, even as hardware, software and apps become more ubiquitous, inexpensive and easier than ever. While there are lots of options to improve productivity and bottom-line results, a lack of interoperability can still cause problems.

Fortunately, there is at least one company out there determined to spread its products across just about any PC, mobile phone or server. In the wake of Microsoft’s acquisition of Skype, LifeSize made great pains to point out that it would not be co-opted and forced to run its products on a single platform.

Just recently, LifeSize announced new integration between its products and both Skype and Microsoft solutions. What will this mean?

• LifeSize will offer new ease of communication with more than 160 million active Skype customers.
• HD video communication solutions will be more accessible than ever.
• Interoperability will become the paradigm for video conferencing – not the exception.

Interoperability is taking center stage for several more industry players that have recently formed the Open Visual Communications Consortium (OVCC). This new organization is working to establish a global standards-based, multi-vendor, multi-network visual communication exchange.

“The need for an inter-company (unified communications) federation, of which video and telepresence are critical components, has grown tremendously,” said Rich Costello, a senior research analyst for IDC. “Progress around system interoperability is being made through industry forums and alliances, but true B2B interoperability will also require exactly this type of service provider inter-connectivity. The Open Visual Communications Consortium is addressing an immediate business need that will help drive greater value for customers and spur broader adoption.”

That’s why major players including AT&T, Polycom, Verizon and more are members of the new consortium. There is growing recognition that video conferencing is becoming a standard part of everyday life, both in and out of the office. With that realization, companies understand that their products and services must reach across brand and proprietary technologies, and that users expect their products to work with whomever they wish to call.

That is something already recognized at Logitech, the parent company of LifeSize.

“Our vision at Logitech is to be able to provide HD video communication solutions to anyone, anywhere,” said Craig Malloy CEO for LifeSize. “We connect people over the highest quality video in businesses and institutions of all sizes, from the desktop to the boardroom. Whether Microsoft and Skype are two companies or one, through our partnership we are leading the way by bringing video communications into the mainstream and expanding the market for all of us.

“LifeSize offers a full portfolio of open and interoperable video communications systems, webcams and headsets that work seamlessly with leading UC solutions,” Malloy added. “We connect people with the highest quality video communications experience from virtually any device. We provide this to customers through the broadest range of open technology partner solutions. For example, in addition to our partnerships with Microsoft and Skype, we work with leading companies including Avaya, Alcatel-Lucent, Broadsoft, Siemens, Shoretel and VBrick to ensure that our customers can extend video communications to anyone, anywhere. We offer the most open and interoperable portfolio of video communications systems in the industry that work with Cisco, Polycom, Radvision and Sony. We do this to assure customers that they can invest with confidence in the knowledge that our systems will work with the equipment that they own today and that they will add in the future.”

This blog first appeared on Best in UC.

Is your server configuration killing your IT budget? And is there a solution for the servers that host unified communications (UC)?

At too many companies, servers run at utilization rates that hover around 10 percent. This has prompted many firms to adopt virtualization technologies, which can boost utilization to 60 percent or higher, without any decrease in service levels. That raises an important question in our industry: can virtualization be effectively used for UC?

First, let’s talk about the basics of virtualization. Many applications require that they have their own dedicated server. Virtualization is essentially a piece of software that tricks the application into thinking it is running on its own server, when it actually resides on a partitioned portion of the server.

Why undertake this strategy? Simple. When a company puts more applications onto each server, it needs to manage less hardware. Maintenance decreases. Plus, it’s easier to afford high-availability guarantees and other backup services for fewer servers.

Up until now, most applications that are put onto virtual servers are those with more flexible requirements. They may not need lightning-fast response times or be highly utilized.

Of course, UC applications are the exact opposite. On a phone call, delays are not acceptable. Downtime can quickly destroy a business. And efficiency is an absolute must.

At least one UC company, however, has devised a solution that allows UC to effectively run on a virtualized server. ShoreTel has teamed up with VMware to help companies consolidate and modernize their server infrastructure. ShoretTel software can run on VMware’s vSphere virtualization platform. That means all applications including voicemail, automated attendant, call accounting and reporting and more run in a virtualized environment.

According to VMware, companies that use its solutions can:

• Reduce capital costs by up to 60 percent
• Cut time spent on routine administration by up to one-third
• Reduce energy costs by up to 80 percent

In contrast to industry concerns about virtualization and UC, ShoreTel says that a virtualization strategy actually enhances its high levels of availability. VMware provides high availability and failover capabilities, which also improves disaster recovery strategies.

For IT managers, a virtualized version of the ShoreTel UC system is managed the same way as a typical installation, and using the same tools and processes. This is a contrast to some other UC solutions run in a virtual environment, which place different functions of the UC system on different virtual machines.

This blog first appeared on Best in UC.

How can a business prospect, a client or other important person track you down? And how much effort is required on their part?

These questions are the impetus behind unified communications (UC). UC promises to make communications better, faster and cheaper.

Many potential UC customers push back at this idea. They like their mobile phone. Their email works just fine. So why jump to UC, which means learning a new way to communicate? For the answer, consider this example.

Years ago, an employee who joined a new company was typically given their own phone. They were issued a business card. The information on it was simple:

Bob Smith

Computer specialist

ABC Company

123 Main Street

Anytown, Texas 77777

234-5678, ext. 9

As time passed, a fax number was added to the card. Then, sometime in the 1990s or the first decade of the 2000s, an email address made an appearance as well.

Contrast that simple card with a business card or email signature you might see today:

Bob Smith – BSEE, MBA,CCXX, etc.

Complex Address, Inc., LLC

Working to Complicate Your IT Objectives

Ofc. 201-555-1212, Direct: 201-999-9999 Mbl. 202-987-6543

GOOGLE VOICE 234-987-6543

Fax 201-555-9870

AOL IM : bsmith10I Skype: bobbys

Microsoft IM: bobsmith

Folllow me on Facebook: bebopbob

Find me on Twittter: bob@smith

Not included are the various other social networking sites like Linked-In, Plaxco and more. Just how do you best reach this person, and how busy will they be checking the 17 avenues they have given the world to reach them? Will they have time for you ?

The promise of unified communications is to simplify all these communications methodologies, as well as provide a key component: presence. Presence tells the world (or at least your defined world) your identity and your current availability. The technologies have existed for some time. The key is utilizing them to make it simple for the individual to manage his connectivity and presence, and for the world at large to interact with him.

So how do you get from that complex business card above to a simple, easy-to-use UC solution? Over time, we’ve developed this formula:

• Start with a well-designed network infrastructure that can handle your bandwidth and grow with your needs.
• Ensure a solid security system and policy is in place.
• Install apps that are built around your business processes. This includes a well-designed UC solution that encompasses voice, video, messaging and collaboration.
• Train the team on administration and use of the system.

Following these four steps, you can transform your confusing email signature into something more understandable for others – and more easily managed by you.

Making the switch to a VoIP phone system is all about choosing more advanced, effective modern technologies. So when the day of your professional installation comes, you might expect technical problems with a server, wireless device or other new equipment.

Typically, however, the biggest stumbling block during an installation is something that’s been in your office for quite a while: cabling.

Most modern buildings have Category 5 (Cat 5) wiring already in the walls. Sometimes, that cable has become compromised. Maybe a nail was put through it. Perhaps it was pulled around a corner, causing damage. Maybe a pesky varmint decided it would make a good snack.

Whatever the case, integrators who use Adtran Layer 3 and Adtran Power over Ethernet (PoE) switches have a great tool for avoiding delays on VoIP installation day. In short, these switches are intelligent. They can run diagnostics on Ethernet switch ports to determine whether any wiring has been compromised. If these switches are put into place a week or two before the VoIP installation is scheduled, any cabling problems can be solved in advance – and the new phones will be up and running on time.

That isn’t the only advantage to using Adtran switches. Adtran products generally feature a lower price than the competition, as well as a lifetime warranty. For example, the company’s Layer 3 products provide:

• intelligent switching decisions based on the OSI Layer 3 source and destination addresses, similar to that of a router. A standard Layer 2 switch relies on MAC addresses to make switching decision.
• Quality of Service (QoS) capabilities to support mission-critical applications such as VoIP.

Finally, Adtran switches offer more advanced power management services than the competition. Adtran Gigabit switches can provide higher bandwidth for corporate and branch office LANs to support today’s most bandwidth-intensive applications.

One the flip side, Adtran’s 24- and 48-port Power over Ethernet (PoE) switches are optimized for a mix of devices including IP phones, wireless access points and IP surveillance cameras. IP phones have low energy requirements, while IP surveillance cameras might require a burst of power when panning or zooming. With Adtran PoE switches, companies can conserve power. Devices can be turned off when not in use, or scheduled to go offline after business hours.

This blog originally appeared on Best in UC.

There exists a running debate on the merits of an open standard corporate phone system. On one side are open source software offerings such as Asterisk. Battling against these more open formats are packaged, proprietary systems from major vendors such as ShoreTel, Avaya and Cisco.

Each approach has merit, and the buyer must decide between them by weighing the pros and cons for their particular situation. Surprisingly, size and scale often are not the determining factors. We have seen both open source and proprietary systems scale to many thousands of endpoints. And we have seen great successes and spectacular failures at both ends of the scale.

Westron has provided turnkey IP telephony and unified communications solutions to our clients for more than a decade. We started with the Cisco (formerly Celsius) platform and moving on to provide solutions from EADS Telecom (formerly Intecom, now Aastra), Nortel (was AT&T, then Lucent, now Avaya), and finally settling on the ShoreTel (still ShoreTel!) platform for most of our
client base.

On our journey, we have explored not only the technical solutions our clients required, but also the human engineering and varied degrees of support the systems required. Our business volume with ShoreTel saw a dramatic uptick in 2004, when John Combs became CEO of the San Jose-based company, and Joe Vitalone took over the role of vice president of sales for the Americas.

Both of these industry veterans helped Westron develop a laser-like focus on customer satisfaction, and our customer sat scores today hover in the 99% positive range as measured by a neutral third-party company. This has helped us grow our company at a brisk pace, increasing sales and profits far ahead of many of our competitors. And this passion for delighted customers has spilled over into all technology areas we support: network, wireless, video, mobility and IP telephony.

The standardization offered by ShoreTel and other vendors allows a consistent user experience, as well as a loyal and vocal end-customer base. With a semi-proprietary approach, we and the client are in control of:

• the types of endpoint devices attached to the system
• how training is conducted and maintained
• standards of use for all employees
• how software integration at the endpoints is rolled out and supported
• security, encryption, problem resolution, and speedy on-boarding of new personnel

I won’t argue that all of these items (which are measured in customer satisfaction surveys) cannot be attained with open source systems. We have found, however, that staffing and associated costs required to maintain, operate and support the users is consistently less with a purpose designed
system. In a word, it’s simpler.

Ah, that word: simple. Marketing flack is peppered with terms like “user-friendly,” “ease of use,”
“standard,” “out of the box,” and other platitudes. In reality, advanced technology is, well, advanced. As a result, it often confuses folks, rather than delivering the promised spectacular improvements in productivity, employee happiness, customer satisfaction, blood pressure, and executive pride.

There is a reason Apple succeeds: simplicity. Most of the open source implementations I have seen have been based on the premise that there are hundreds of IP phone endpoints available at a wide range of price points. The argument goes like this: “Wouldn’t it be great if we were not beholden to some multi-million (billion) dollar corporation that will dictate what type of phone we put on the desk?”

Well, the fact is, most folks do not care what phone is on the desk as long as it works! And that they can do cool stuff like transfer and conference without the ubiquitous tag line, “If (and when) I disconnect you, Junior’s direct number is BR549.”

Now, we have seen great implementations of open source VoIP in some specific environments. Examples are higher education and K-12 schools. With the proper standards in place, a very lean IT and telephony team can roll out and support thousands of endpoints in this type of deployment.

As a taxpayer, I applaud thrifty IT folks at the schools. Most of the end users are not heavy phone users, and you can employ students to do much of the grunt work on an internship or work/study basis. Since the nature of the organization is non-profit, the sense of urgency to install, repair, and maintain 100% uptime does not seem to be at the same level as in a financial institution or air traffic control center, for example. And the use of multiple endpoints, servers, applications and equipment is legitimately used as a learning experience by the institutions. Some of our best engineers have come from this type of learning process.

That said, each organization has to measure what is most important to them, and make sure they have an ergonomic fit with both the technology platform and the business partner that will make that technology successful in their organization. Just remember, it is hard to top simple.

This blog first appeared on Best in UC.

In a recent blog, we talked about why awards matter when you are choosing an integrator for your unified communications, video conferencing, and other technology solutions.

The fact is, it can be hard weeding through a field of potential integrators. Somehow, as a customer who probably hails from outside the technology world, you must weigh factors like price, quality, service, product suites and more. After much analysis and hard work, you still might not feel confident that you have made the best choice of vendor.

In addition to the awards we discussed earlier, here are a few more considerations that may make
your buying decision a bit easier:

• Does the vendor have a third-party measure of customer satisfaction? Many companies hire independent third-party firms to call their customers and ask a variety of questions related to installation, service and ongoing maintenance. Customers are more likely to give honest, open answers to a third-party organization than they are to a vendor with whom they have an ongoing relationship. By outsourcing this survey, vendors show just how serious they are about truly satisfying their customers.
• Can you obtain references that are not carefully groomed? Ask how the vendor initially found these reference clients, how long the relationship has lasted and other details. Then, verify that information with the reference clients. The key is to be sure that the reference client you are provided with is not your potential vendor’s brother-in-law or someone with whom they have a bartering relationship. If possible, get a reference client in your industry or who will use the products and services in a way similar to your business.
• Find out what product manufacturers say about them. Many equipment manufacturers are growing stricter about the criteria they impose on vendors. Find out what requirements key manufacturers have, and what the relationship between the two companies looks like. You can then discern whether the vendor is an industry player, or just small potatoes.
• Look at relevant certifications. There are two kinds of certifications: industry standard certifications and manufacturer certifications. Both are important. Determine which are the highest and best certifications for personnel who would install and maintain your solutions. Then, make sure the vendor can show you these certifications are currently in place for their team.

Making the switch to a VoIP phone system is all about choosing more advanced, effective modern technologies. So when the day of your professional installation comes, you might expect technical problems with a server, wireless device or other new equipment.

Typically, however, the biggest stumbling block during an installation is something that’s been in your office for quite a while: cabling.

Most modern buildings have Category 5 (Cat 5) wiring already in the walls. Sometimes, that cable has become compromised. Maybe a nail was put through it. Perhaps it was pulled around a corner, causing damage. Maybe a pesky varmint decided it would make a good snack.

Whatever the case, integrators who use Adtran Layer 3 and Adtran Power over Ethernet (PoE) switches have a great tool for avoiding delays on VoIP installation day. In short, these switches are intelligent. They can run diagnostics on Ethernet switch ports to determine whether any wiring has been compromised. If these switches are put into place a week or two before the VoIP installation is scheduled, any cabling problems can be solved in advance – and the new phones will be up and running on time.

That isn’t the only advantage to using Adtran switches. Adtran products generally feature a lower price than the competition, as well as a lifetime warranty. For example, the company’s Layer 3 products provide:

• intelligent switching decisions based on the OSI Layer 3 source and destination addresses, similar to that of a router. A standard Layer 2 switch relies on MAC addresses to make switching decision.
• Quality of Service (QoS) capabilities to support mission-critical applications such as VoIP.

Finally, Adtran switches offer more advanced power management services than the competition. Adtran Gigabit switches can provide higher bandwidth for corporate and branch office LANs to support today’s most bandwidth-intensive applications.

One the flip side, Adtran’s 24- and 48-port Power over Ethernet (PoE) switches are optimized for a mix of devices including IP phones, wireless access points and IP surveillance cameras. IP phones have low energy requirements, while IP surveillance cameras might require a burst of power when panning or zooming. With Adtran PoE switches, companies can conserve power. Devices can be turned off when not in use, or scheduled to go offline after business hours.