Combined Presentation Customer Forum 2009

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Combined Presentation Customer Forum 2009 Powered By Docstoc
					    Breakout Session
ITA Presents: VoIP Services


                              Presented by:
                     Network Infrastructure
                      Service & Operations




                                              1
           The Information Technology Agency
               provides 15 service offerings


Business Application Services   Desktop Support
Cable Television (CATV)         Infrastructure E-Mail
Circuit Transport               Managed Application Hosting
Commercial Wireless Voice and   Managed Hosting Service
Data                            Managed Storage Services
Commercial Wireline Voice and   Network Connectivity
Data                            Video Teleconferencing
Contact Center Solutions        Voice-over Secure Internet
Defense Messaging               Protocol (VoSIP)
ITA VoIP Services
Our Agenda for today …

   • Purpose
   • Project Overview
   • Why VoIP Phones?
   • Customer Support Process
   • Questions?
Purpose
• Provide an overview to the ITA Customer
  Community of the PBX Infrastructure upgrade
  within the Pentagon Area and the resulting VoIP
  services
• Facilitate open discussion with the various Service
  Agencies supported by ITA on how best to improve
  the services deployed during the PBX infrastructure
  upgrade
• Address any Customer concerns and questions
Overview
 Pentagon PBX upgrade is part of a DISA driven project intended to allow
  an approved means of IP-telephony communications across all
  organizations within the DoD
 The new PBX will provide all of the current services used within the
  Pentagon and more. One of the new features being deployed is Voice over
  Internet Protocol (VoIP). VoIP is intended to be the primary Unclassified
  means of Telephony service for Pentagon
 VoIP Solution based on Nortel CS2100 & 1140E phones
   – Also supports Analog, ISDN, STU/STE service thru MG9000 (W4/5)
   – VoIP system maximizes use of existing data infrastructure
   – Conforms to DISA policy/directives
   – Gov’t owned and managed PBX infrastructure and IP transport
     backbone gives ITA the ability to manage service costs efficiently
Background
 DoD has already heavily invested in VoIP - need to leverage current
  investments
 All major vendors have announced end of research and development for
  TDM based products (Gartner Dataquest)
 DISA’s move to VoIP – Real Time Services (RTS) VoIP pilot
   o Transformational shift to EoIP & Net-Centric Warfare
   o Using six (6) Multi-Function Soft-Switches (MFSS)
   o Transport over DISN IP MPLS core
 Reduced Maintenance, Single Infrastructure to Manage, Allows
  Applications that effect business processes
 End-to-End VoIP will significantly reduce toll/line costs
Why VoIP Phones?
 All the features you know..and then some!
   o Intuitive--easy to use
   o Enhanced speaker quality
   o Voicemail/call forwarding/call
     transfer/hold/conferencing/adjustable
     ringtones
 “Green IT” Friendly
 Nortel “Best in Class” Non-video phone
 24/7 supported
 Gigabit Ethernet capable
 Sleek Ergonomic Design / Small “Footprint”
Why VoIP Phones?
 Free initial install!
 Easy Moves / Minimizes Moves
   o Auto Login (phone number follows you)
   o Number portability - it follows you, along
      with all your users features
 Headset capable
 Future Enhancements:
    o   Unified Messaging & Communications
    o   Presence
    o   Directory services
    o   Collaboration
Why VoIP Phones?
 Nortel = VoIP Industry Leader
 Redundancy in all core components
 Voice VLAN separate from Data
 Power Over Ethernet (PoE)
 Quality of Service
   o Priority - voice priority over data
   o Queuing - voice is weighted & prioritized
      ahead of data
   o Expedited & Assured Forwarding -
      ensures packet delivery/voice quality
 SIP Compatible
             Customer Support                                                                                                                                            Customer
              Customer Has a
             VOIP Phone Issue
                                                          Break/Fix Process                                                                                             notified and
                                                                                                                                                                       agrees to close
                                                                                                                                                                           ticket




                                                                                                                                           Notify Customer
CCSC / WHS




                                                                Yes




                                Tier 1 Procedures                                      Tier 2                                            Yes
                  Tier 1                                 Resolved ?                                                 Resolved ?
                                                                             No     Procedures



                                                                                                                           No



                                                                              Yes



                   Tier 3                                                                                                                                          Notify Customer
                                                                                                                                                Yes
                 Customer              IPT Procedures                 Resolved ?                 Voice IPT                  Resolved ?
                    IPT                                                                                                                                             & SA Svc Desk
                                                                                         No
NISO




                                                                                                                                   No



                                                                       Yes
                                                                                                 - Engage Vendor:
                                                                                                      -Verizon                                                         Notify Customer
                                                                                                                                           Resolved ?
                                                                                                       -Nortel                                                           & SA Svc Desk
                  Tier 4             Tier 4 Procedures         Resolved ?                           -Tiger Team                                              Yes
                                                                                    No

                                                                                                                                                      No
           Customer Support
                                        New Service Request Process
              Customer requests       TSCO Reviews
                 new phone              Request                                                  Request Input
                                                                        Request
Customer




                 installation                                                                    into NIS Portal
                                                                       Approved
                                                                                     Yes

                                                                                                 5 E Generated      Phone Set
                                                                                                  in NIS Portal    accepted by
                                                                       No                                           Customer




               5 E converted into                   Order Input Into
               NISO MAC Request                         CAIRS




                                                       CS-210 0
                                                      Provisioning                                                          NISO MAC Request
                    Network                                                                                                      Closed
                  Provisioning
NISO




                                                    Configure / Test
                                                      Phone Set
                  Infrastructure                Test Fail
                   Provisioning



                                    Test Pass


               Phone Set                                                           Phone Set
              Delivered to                                                        Delivered to
             Customer POC                                                          Customer
Q & A?
  Breakout Session
ITA Presents: Phishing


                           Presented by:
                      Enterprise Security
                     Services - Pentagon




                                        17
          The Information Technology Agency
              provides 15 service offerings


Business Application Services   Desktop Support
Cable Television (CATV)         Infrastructure E-Mail
Circuit Transport               Managed Application Hosting
Commercial Wireless Voice and   Managed Hosting Service
Data                            Managed Storage Services
Commercial Wireline Voice and   Network Connectivity
Data                            Video Teleconferencing
Contact Center Solutions        Voice-over Secure Internet
Defense Messaging               Protocol (VoSIP)
Phishing …
Phishing, defined …
   Phishing is any attempt to acquire sensitive information
    fraudulently
       This includes passwords, personal information, military
        operations, and credit card/financial details, by masquerading as a
        trustworthy person or business in an electronic communication
       The attacker may try to get you to open an attachment or follow a
        web link
   Most phishing attempts are for identity theft, but there is a
    rise in attempts at gaining access to online banking,
    federal, and defense information
   Everyone within Department of Defense (DoD) is a target.
    Attempts have been seen at all levels and areas military,
    civilians, contractors, all ranks, all services , and all
    geographic locations.

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  There are several types of phishing
• Spear Phishing
   – Spear Phishing is an E-Mail spoofing fraud attempt that targets a specific
     organization, seeking unauthorized access to confidential data.
   – These E-Mails may contain organization or military jargon in the subject line and
     message body
   – This type of Phishing attack can include malicious software which could capture
     your keystrokes or personal files making them accessible to the perpetrator without
     your knowledge and potentially compromise unclassified, but yet sensitive,
     information rendering Department of Defense operations at risk.
• Website Phishing
   – Link Manipulation
      o Most methods of phishing use some form of technical deception designed to
         make a link in an E-Mail (and the spoofed website it leads to) appear to belong
         to the spoofed organization
   – Website Forgery
      o Phishers can spoof a website so that it looks almost identical to the original
         site; once there the victim is prompted to enter personal information or click
         on a link, which is captured by the website.


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  What to Look Out For…
• Embedded Links                        • Unsolicited Correspondence
   – Be cautious of embedded links in      – Be suspicious of unsolicited
     an unsigned and unsolicited E-          E-Mail from outside of the DoD
     Mail                                    network. Bad grammar,
   – Do not follow the link; type the        misspellings, and a false sense of
     home site of the URL into the           urgency are typical indicators of
     address bar yourself                    phishing attacks.
• Attachments                              – Be vigilant with internal E-Mails;
   – Be cautious of attachments in           discovered “Spear Phishing”
     unsigned and unsolicited E-Mail         messages within the DoD can be
                                             very convincing.




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    Protect Yourself …
 Do not open unsolicited E-Mail – be cautious                  Use “Plain Text” or “Rich Text”
  of those that are not digitally signed.                        formatted E-Mails. “Plain Text” (or
 Sign E-Mails with YOUR digital signature.                      ASCII) is preferred because Rich Text
 Do not open attachments unless you know                        looks the same as HTML formatting.
  who sent them and what they contain.                          Keep your confidential information
 Do not click on pop-ups or links in pop-ups.                   private.
 Use strong passwords.                                         Install anti-virus, anti-spyware, and
 Do not send E-Mails using “HTML”                               firewall protection, and keep them up to
  formatting                                                     date.

At a minimum, Digitally        Examples                    Encrypt Sensitive data:            Examples
Sign all E-Mails especially
when:                                                      For Official Use Only (FOUO)       Report containing contract
                                                                                              info
Non-repudiation required       Official tasking,
                                                                                              General Officer travel
                               Reply to Chain of Command                                      itinerary


Data integrity required        Budget numbers,             Privacy Act of 1974                SSNs,
                               Policy guidance                                                Evaluation Reports


                                                           Health Insurance Portability and   Sensitive medical info such
Including attachment or link   Work Documents, Training    Accountability Act (HIPAA)         as diagnosis or treatment
                               Links




                                                                                                                            23
      Digital Signature Recognition
 When composing a message
  in Outlook, ensure you sign
  the message by selecting the
  button below.
 To encrypt, select the envelope
  with the blue lock icon.          The importance of digitally signing YOUR messages can’t
                                    be stressed enough. Be sure the messages you RECEIVE
                                    are digitally signed. To date, there are no known “spoofs” to
                                    digital signatures, other than compromised PKI credentials
                                    due to negligence.
        Digitally Signed Message                       Digitally Signed and Encrypted Message




                                                                                                    24
      Sending Plain Text E-Mail
1. In Outlook, in the menu bar, select “Tools,”
   “Options”
2. Select the “Mail Format” tab and select “Plain
   Text”
3. Click on “Internet Format” (then… next slide)




                                                    4.Under “Outlook Rich Text” options,
                                                      select either “Convert to Plain Text
                                                      format” or “Send using Outlook Rich
                                                      Text format”


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 First response after a phishing attempt or
 incident …

Notify your …

Information Assurance Security Officer (IASO)
                   or
   Information Assurance Manager (IAM)




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