Microsoft Response Point Primer table of contents (TOC) [book excerpt]

Hello there folks – I am the author of the Microsoft Response Point Primer book, and I like to hold online VIRTUAL BOOK READINGS from each of my publications. Today I share with you the Table of Contents from my newly publshed Microsoft Response Point Primer title!

 

cheers…harrybbbb

Harry Brelsford, CEO at smb nation www.smbnation.com

Microsoft Small Business Specialist SBSC, MBA, MCSE, MCT, MCP, CNE, CLSE, CNP

PS – did u know I host a technology conference in the New York City area each spring? Save the date for March 6-8, 2009 and watch “voice meet data” in the SMB space!

PPS – my SBS 2008 book will be out in mid-November 2008!

PPPS – my Microsoft Response Point Primer book is here NOW!

Contents

About The Author……………………………………………………………………………………………………… xv

Acknowledgments………………………………………………………………………………………………….. xvii

Preface………………………………………………………………………………………………………………………. xix

How This Book Was Written……………………………………………………………………….. xx

Real World……………………………………………………………………………………………… xx

Test Lab………………………………………………………………………………………………… xx

End-to-End Guide…………………………………………………………………………………. xxi

Accountability…………………………………………………………………………………….. xxii

Who Should Read This Book?………………………………………………………………….. xxii

Data Meets Voice ……………………………………………………….  xxii

Voice and Telephone Professionals ……………………………………………………  xxii

Who Shouldn’t Read this Book?……………………………………………………………….. xxii

Data Folks Not Interested in Voice …………………………………………………….. xxiii

Way Too Serious………………………………………………………………………………… xxiii

Futures ………………………………………………………………………….. xxiii

Chapter 1: Introduction …………………………………………………………………………………………… 1-1

First Things First…………………………………………………………………………………………………… 1-2

Just Do It!…………………………………………………………………………………………………….. 1-2

Product…………………………………………………………………………….. 1-2

Placement…………………………………………………………………………. 1-5

Pricing and Packaging…………………………………………………………………………………… 1-6

Promotion………………………………………………………………………… 1-7

Microsoft Small Business Summit………………………………………………………… 1-7

Conferences………………………………………………………………………………………….. 1-9

Press Releases…………………………………………………………………………………….. 1-11

Print and Sound………………………………………………………………………………….. 1-12

The Sixth “P” of Marketing – Potential……………………………………………………….. 1-12

Defining Telephony…………………………………………………………………………………… 1-13

First There Was POTS ……………………………………………………………………….. 1-13

Public Switched Telephone Network………………………………………………….. 1-17

Private Branch Exchange……………………………………………………………………. 1-17

Voice-Over IP…………………………………………………………………………………….. 1-17


Final Historical Thoughts……………………………………………………………………. 1-20

Cool Capabilities at a Glance ……………………………………………………………………. 1-21

Speech Recognition …………………………………………………………………………… 1-21

AutoAttendant…………………………………………………………… 1-22

Cultural Alignment ……………………………………………………………………………………. 1-22

Community…………………………………………………………………….. 1-23

Pocket MBA Summary…………………………………………………………………………….. 1-23

Chapter 2: Setup ……………………………………………………………………….. 2-1

Planning………………………………………………………………………………………………………………. 2-2

Proper Planning Prevents Failure …………………………………………………………………. 2-2

Connection Options…………………………………………………………………………………….. 2-3

Advantages and Limitations…………………………………………………………………. 2-3

Connection Considerations………………………………………………………………………….. 2-4

Traditional Telephone Services ……………………………………………………………. 2-4

End-to-End VoIP………………………………………………………………………………….. 2-6

Assessing the Business, Voice and Data Environments ……………………………………… 2-7

Assessing the Business Environment…………………………………………………………… 2-8

Business Sizing……………………………………………………………………………………… 2-9

Telephone Usage………………………………………………………………………………….. 2-9

Anticipated Changes…………………………………………………………………………… 2-10

Additional Considerations …………………………………………………………………. 2-11

Assessing the Network……………………………………………………………………………………… 2-11

Physical Network………………………………………………………………………………………. 2-12

Logical Network …………………………………………………………….. 2-12

Infrastructure …………………………………………………………………. 2-13

Provider Information…………………………………………………………………………………. 2-14

Assessment Checklist……………………………………………………………………………………….. 2-14

Real Worldism……………………………………………………………………………………. 2-17

Developing a Response Point Solution…………………………………………………………….. 2-18

Equipment Recommendations …………………………………………………………………. 2-18

D-Link…………………………………………………………………………… 2-18

Quanta……………………………………………………………………………………………….. 2-19

Aastra ………………………………………………………………………….. 2-19

Preparing the Network………………………………………………………………………………………. 2-19

DHCP server…………………………………………………………………………………………… 2-19

Switch and Router Requirements…………………………………………………………… 2-20

Product Integration Requirements…………………………………………………………. 2-20


Provider and WAN Requirements………………………………………………………….. 2-21

Infrastructure……………………………………………………………………………………………. 2-22

Administration………………………………………………………………………………………….. 2-22

Deployment Checklist …………………………………………………………………………………….. 2-23

Step-by-Step Deployment ……………………………………………………………………………….. 2-25

Microsoft Response Point Administrator…………………………………………………… 2-25

Microsoft Response Point Assistant…………………………………………………………… 2-26

Starting the Administrator………………………………………………………………………….. 2-27

Adding a Telephone………………………………………………………………………………….. 2-32

To Add a Telephone:…………………………………………………………………………. 2-32

Adding a User ………………………………………………………………… 2-42

Adding Phone Service………………………………………………………………………………. 2-44

Methodology Sanity Check……………………………………………………………………………… 2-52

Other Administrator Application Functions………………………………………………………. 2-53

Base Unit…………………………………………………………………………………………………… 2-53

Call Routing………………………………………………………………………………………………. 2-54

Syspine Module………………………………………………………………………………………… 2-55

Kinda Things That Can Go Wrong…………………………………………………………………… 2-56

Pocket MBA Summary……………………………………………………………………………………. 2-57

Chapter 3: Next Steps: Administration, Maintenance, Troubleshooting……………….. 3-1

Post-Setup tasks …………………………………………………………………………………………………. 3-1

Add Remaining Users…………………………………………………………………………………. 3-2

Scenario 1: Configure One Phone for a Specific Location……………………. 3-2

Scenario 2: Configure One User (That Represents One Person) on

Multiple Phones…………………………………………………………………………….. 3-3
Scenario 3: Configure One User (That Represents Multiple

People) on Multiple Phones ………………………………………………………….. 3-3

Scenario 4: Configure a Group (That Represents Multiple

People) on Multiple Phones ………………………………………………………….. 3-4

Add Remaining Phones………………………………………………………………………………. 3-5

Configure Call Routing………………………………………………………………………………… 3-5

Choose How to Answer Calls ……………………………………………………………… 3-5

Configure Automated Receptionist Properties ……………………………………… 3-6

Configure Bypass Receptionist …………………………………………………………. 3-10

Configure External Access…………………………………………………………………. 3-10

More Post-Setup Configurations……………………………………………………………….. 3-11

Change Password……………………………………………………….. 3-12


Configure Date and Time (VMs not time stamped)……………………………. 3-12

Configure E-mail Server…………………………………………………………………….. 3-13

Configure Park Music………………………………………………………………………… 3-14

Individual Users Configurations………………………………………………………………… 3-15

Phone details………………………………………………………………………………………. 3-15

User details ………………………………………………………………. 3-18

Backup and Restore………………………………………………………………………………….. 3-21

Daily Administration and Usage ………………………………………………………………………. 3-22

Meet the Assistant …………………………………………………………………………………….. 3-22

Assistant Settings ……………………………………………………………………………….. 3-23

Parked Calls………………………………………………………………………………………………. 3-28

Status Indicator………………………………………………………………………………………….. 3-29

Click to Call……………………………………………………………………………………………….. 3-30

Reporting ………………………………………………………………………. 3-31

Snappy Answers To Simple Questions……………………………………………………… 3-32

Need More Information?…………………………………………………………………………. 3-35

Maintenance ……………………………………………………………………….. 3-35

Scheduled Maintenance…………………………………………………………………………….. 3-36

Preventive and Random……………………………………………………………………………. 3-39

Getting Married………………………………………………………………………………………….. 3-42

Basic Troubleshooting ……………………………………………………………………………………… 3-44

Log On to the Syspine Base Unit……………………………………………………………….. 3-46

Your Community Safety Net…………………………………………………………………….. 3-47

Pocket MBA Summary……………………………………………………………………………………. 3-48

Chapter 4: Response Point Scenarios………………………………………………………………………. 4-1

SMB Nation and Response Point………………………………………………………………………… 4-2

Start-Up ………………………………………………………………………….. 4-2

Moving Drives Telephone System Purchase ………………………………………………. 4-3

Enter Response Point…………………………………………………………………………………… 4-4

Move 2.0: Looking Forward………………………………………………………………………… 4-5

Ed Carnes……………………………………………………………………………………………………………. 4-7

Adventures with Response Point – What Took You So Long?! …………………. 4-7

When Voice Met Ed……………………………………………………………………………………. 4-8

Then I Heard About Response Point……………………………………………………………. 4-8

Smooth Sailing, Small Challenges……………………………………………………………… 4-10

Windows Vista, XP, and Response Point………………………………………………….. 4-11

Testing and Success…………………………………………………………………………………… 4-11


Voice Mail and E-Mail Integration……………………………………………………………… 4-12

Beta Testing Mystery…………………………………………………………………………………. 4-13

Dave Bainum……………………………………………………………………………………………………. 4-15

Allen Miller……………………………………………………………………………………………………….. 4-20

First Look at Voice…………………………………………………………………………………….. 4-21

Second Look at Voice ………………………………………………………………………………. 4-22

On-Board…………………………………………………………………………………………………… 4-23

Trevor Dierdorff……………………………………………………………………………………………….. 4-24

The Business Case for Selling VoIP…………………………………………………………… 4-25

So Why Response Point?…………………………………………………………………………… 4-26

Which Response Point Solution Do You Go With?…………………………………… 4-27

Trevor’s Conclusion………………………………………………………………………………….. 4-27

Summary………………………………………………………………………………………………………….. 4-28

Chapter 5: Advanced Topics……………………………………………………………………………………. 5-1

Response Point Roots………………………………………………………………………………………….. 5-2

Auto Attendant ………………………………………………………………………. 5-2

Rugby……………………………………………………………………………… 5-2

Cultural Variations……………………………………………………………………………………….. 5-4

Ageism…………………………………………………………………………….. 5-4

Rock On! ……………………………………………………………………………… 5-5

Hold ……………………………………………………………………………….. 5-5

Greeting ………………………………………………………………………….. 5-5

Networking Knowledge……………………………………………………………………… 5-10

Subnetting………………………………………………………………………………………………….. 5-11

Remote OI¿ce …………………………………………………………………………………………… 5-11

DHCP…………………………………………………………………………….. 5-12

Windows Small Business Server 2003/2008 Integration……………………………. 5-13

Voicemail to E-mail …………………………………………………………………………… 5-14

Remote Management…………………………………………………………………………. 5-14

Monitoring………………………………………………………………………………………….. 5-15

Power Outage and PC Connectivity…………………………………………………………… 5-17

Base Unit……………………………………………………………………………………………. 5-17

Telephones…………………………………………………………………………………………. 5-18

SOHO Networking Standards……………………………………………………………………. 5-19

Hardware………………………………………………………………………………………………………….. 5-20

Mix and Match………………………………………………………………………………………….. 5-20

SP1 Upgrade………………………………………………………………………………………. 5-21


 

ATA Blues…………………………………………………..

5-21

Daisy Chaining……………………………………………………………………….

5-21

ATAs…………………………………………….

5-21

Telephones………………………………………………………………………

5-22

Switches…………………………………………………………..

5-23

Brands………………………………………………………..

5-23

DHCP Source ……………………………………………..

5-24

Power Over Ethernet (PoE)………………………………………………

5-24

DNS…………………………………………………………………

5-25

PC Hardware Level…………………………………………………………………

5-25

Advanced Maintenance …………………………………………..

5-26

Firmware Upgrades Again ………………………………….

5-27

Warning Signs………………………………………………………………….

5-27

Individual Upgrades…………………………………………………………

5-28

All Goodness!………………………………………………………………….

5-30

Response Point Secrets…………………………………………………………………..

5-31

Syspine Base Unit Administrative Password…………………………..

5-31

Password Reset …………………………………………………

5-32

Paging………………………………………………………………

5-33

Security……………………………………………………………

5-33

XML………………………………………………………………..

5-34

XML and Aastra SIP Telephones…………………………………….

5-34

XML Applications ……………………………………….

5-35

Fiber vs. Cable vs. DSL…………………………………………………………..

5-36

Traffic Shaping………………………………………………………………..

5-36

Latency ………………………………………………………

5-36

Common Carrier Tiers …………………………………………………….

5-38

Bandwidth Consumption………………………………………………………..

5-38

Voicemail Length……………………………………………………………………

5-40

Both PSTN and VoIP on the same network ……..

5-41

International Dialing turned off by default with NGT and perhaps others.

5-41

 

Caller ID not showing up…………………………………………………………………….

5-42

Response Point Utilities on the Disc……………………………….

5-43

SP1 Upgrade……………………………………………………………………………………….

5-44

Be the telephone company! …………………………………………

5-44

Keypad Navigation ………………………………………………………….

5-45


Final Tricks……………………………………………………………………………………………………….. 5-46

Pocket MBA Summary…………………………………………………………………………………….. 5-46

Chapter 6: Response Point Customers…………………………………………………………………….. 6-1

Why……………………………………………………………………………………… 6-1

Who……………………………………………………………………………………… 6-2

Marketplace Landscape……………………………………………………………………………….. 6-2

Target…………………………………………………………………………………………………………… 6-4

Pain Points……………………………………………………………………………………………………. 6-5

Affordability, Value……………………………………………………………………………… 6-5

Security and Reliability …………………………………………………………………………. 6-5

Business Efficiency and Productivity …………………………………………………… 6-6

Messaging Strategy……………………………………………………………………………………….. 6-6

What’s in It for the Customer?……………………………………………………………………………. 6-7

Size Matters………………………………………………………………………………………………….. 6-8

Feature Creatures………………………………………………………………………………………….. 6-8

Overall Customer Goodness………………………………………………………………………… 6-8

When to Buy………………………………………………………………………………………………………. 6-9

Where to Buy? ………………………………………………………………………. 6-9

What Is Costco? ………………………………………………………………………………………… 6-10

What Costco Did……………………………………………………………………………………….. 6-10

Other Retailers……………………………………………………………………………………………. 6-12

Customer Choice?……………………………………………………………………………………… 6-14

How to Deploy…………………………………………………………………………………………………. 6-15

Pocket MBA Summary…………………………………………………………………………………….. 6-17

Chapter 7: Partner Power!……………………………………………………………………………………….. 7-1

How to Sell Response Point………………………………………………………………………………… 7-1

Coffee Shop Visit………………………………………………………………………………………… 7-1

How to Sell Response Point in Under 30 Minutes!………………………………………. 7-4

Setup (15 mins)…………………………………………………………………………………….. 7-4

Magic Blue Button (5 mins)………………………………………………………………….. 7-5

Close the Sale (10 mins)………………………………………………………………………… 7-6

Cost Savings…………………………………………………………………………………… 7-6

Customer Evidence……………………………………………………………………….. 7-6

Truth/Humor Close ……………………………………………………………………….. 7-7

Hold an Event……………………………………………………………………………………….. 7-7

Just do it…………………………………………………………………………………………. 7-7

Click to attend ……………………………………………………………………………….. 7-8


Microsoft Engagement …………………………………………………………………. 7-14

Opportunities and Demand Triggers ………………………………………………………………….. 7-15

Opportunity …………………………………………………………………….. 7-16

Size ………………………………………………………………………….. 7-16

Economic……………………………………………………………………………………… 7-16

Telephony…………………………………………………………………………………….. 7-16

Segments ……………………………………………………………… 7-17

Response Point Demand Triggers……………………………………………………………….. 7-18

Moving ……………………………………………………………………… 7-18

No Technology……………………………………………………………………………………. 7-19

Small OI¿ce/Home OI¿ce……………………………………………………………………. 7-19

Churn and Burn…………………………………………………………………………………… 7-20

Start-ups……………………………………………………………………………………………….. 7-21

Trusted Business Advisor…………………………………………………………………………………… 7-21

Business Contact Manager………………………………………………………………………….. 7-22

Step One: Import Inside Outlook ……………………………………………………………….. 7-24

Step Two: Import into Response Point Assistant…………………………………………. 7-24

Step Three: Develop a Marketing Campaign………………………………………………. 7-24

Step Four: Execute! ……………………………………………………………………………………. 7-25

Variations …………………………………………………………………………………………………… 7-25

Costco Controversy Revisited …………………………………………………………………………… 7-26

Microsoft’s Costco Announcement……………………………………………………………. 7-26

Microsoft Response Point Phone System Retails on Costco.com………………………. 7-26

SMB Dude Blog Feedback…………………………………………………………………………. 7-28

Yahoo! Response Point Newsgroup…………………………………………………………… 7-30

May 2008 ………………………………………………………………….. 7-30

June 2008 …………………………………………………………………. 7-32

July 2008…………………………………………………………………………………………….. 7-32

August 2008 ………………………………………………………………. 7-32

Business Models 2.0………………………………………………………………………………………….. 7-33

Yet More Data …………………………………………………………………. 7-33

Aastra’s View: Key Market Drivers……………………………………………………… 7-34

Aastra’s View: Key Market Restraints/Pain Points/Pitfalls ……………………. 7-34

Aastra’s View: Top Reasons Response Point Is an EASY SELL! . ……… 7-35

Value……………………………………………………………………………………………. 7-36

Cost of Ownership……………………………………………………………………….. 7-37

Business Productivity …………………………………………………………………… 7-37


XIII

HARRY BRELSFORD

Ease of Use…………………………………………………………………………………. 7-38

VoIP Value Chain……………………………………………………………………………………… 7-39

Aastra’s View: VoIP Value Chain Opportunity………………………………….. 7-40

Aastra’s View: Key Success Factors ………………………………………………….. 7-40

Aastra’s view: Identifying Primary Candidates…………………………………… 7-41

Aastra’s View: Pitfalls ………………………………………………………………………… 7-41

Aastra’s View: Microsoft VARs Well Positioned……………………………….. 7-42

Become a Response Point Specialist…………………………………………………………………. 7-43

Today (September 2008)…………………………………………………………………………… 7-43

Partner Procedure……………………………………………………………………………….. 7-43

Reseller demo kit ……………………………………………………………………………….. 7-46

Response Point Assessment……………………………………………………………….. 7-48

Future………………………………………………………………………………………………………… 7-48

Pocket MBA Summary……………………………………………………………………………………. 7-49

Chapter 8: Vendors’ Playground……………………………………………………………………………. 8-1

Telcos………………………………………………………………………………………………………….. 8-2

NGT…………………………………………………………………………… 8-3

Cbeyond ……………………………………………………………………. 8-7

JunctionNetworks………………………………………………………………………………. 8-10

Others ……………………………………………………………………… 8-11

Distributors………………………………………………………………………………………………… 8-12

CMP…………………………………………………………………………. 8-12

About Call Management Products, Inc………………………………………… 8-12

Wesbell ……………………………………………………………………. 8-14

CiGear………………………………………………………………………………………………… 8-16

D&H………………………………………………………………………… 8-17

TeleDynamics……………………………………………………………………………………. 8-18

Williams Telecommunications…………………………………………………………… 8-19

Manufacturers ………………………………………………………………… 8-20

Aastra…………………………………………………………………………………………………. 8-20

Syspine ……………………………………………………………………. 8-23

D-Link……………………………………………………………………… 8-24

Software……………………………………………………………………………………………………. 8-25

Microsoft……………………………………………………………………………………………. 8-25

The Future?………………………………………………………………………………………… 8-26

Others………………………………………………………………………………………………………… 8-26

Summary………………………………………………………………………………………………………….. 8-26


Chapter 9: The Future ……………………………………………………………………………………………. 9-1

Future Landscape ………………………………………………………………….. 9-1

Crossroads ………………………………………………………………………. 9-2

Marriage of Voice and Data………………………………………………………………………… 9-2

Extending Enterprise Functionality Into SMBs…………………………………………….. 9-3

Microsoft Response Point Team ………………………………………………………………………… 9-4

Rapid Development…………………………………………………………………………………….. 9-4

International Rollout ……………………………………………………………………………………. 9-4

Forward Thinking …………………………………………………………….. 9-6

Community Participation……………………………………………………………………………………. 9-7

Pocket MBA Summary……………………………………………………………………………………… 9-8

Appendix A: Response Point Community Resources…………………………………………….. A-1

Community Portal…………………………………………………………………………………….. A-1

Web sites…………………………………………………………………………………………………… A-1

Blogs…………………………………………………………………………………………………………… A-2

E-mail Newsletters…………………………………………………………………………………….. A-2

Magazine …………………………………………………………………………………………………… A-2

Social Networking………………………………………………………………………………………. A-2

Events………………………………………………………………………………………………………… A-3

Appendix B: Customer Case Studies …………………………………………….  B-1

Appendix C: Response Point Cover Story………………………………………………………………. C-1

Appendix D: Response Point Assessment……………………………………………………………….. D-1

Appendix : Response Point Assessment Answer Key…………………………………………….. E-1

Appendix F: Glossary……………………………………………………………………………………………….. F-1

Index ………………………………………………………………………………………… I-1


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