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1© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Cisco IP Communications for State and Local Government Agencies
Technical Overview
August 2005
2© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Agenda
• Government Communication Overview
• Cisco IP Communications Solution Overview
• Applying IP Communications
• Customer Success Stories
• Why Cisco IP Communications?
• Government Leasing, Programs, and Resources
• Q&A
3© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Government Communication Overview
4© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Communication Complexities for Today’s Constituent, Employee and Agency
ConstituentConstituentRealityReality
AgencyAgencyRealityReality
EmployeeEmployeeRealityReality
Constituent SatisfactionEfficiency
Stewardship of Budget
ContinuityServices EnablementCost Reduction
ProductivityEffectiveness
Efficiency
5© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Government Communications Challenges
• Enhance collaboration and information-sharing tools to streamline delivery of safety and social services
• Ensure continuity of operations
• Utilize resources efficiently
• Manage costs
• Replace outdated private branch exchanges (PBXs) with a modern system that meets today’s converged network needs
• Deploy an affordable, easy-to-maintain communications solution that enables advanced services
6© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Business Resilience• Disaster recovery• Network and data security
Service and Safety Excellence• Better constituent service and response• Enhanced collaboration• Mobility and teleworker gains• Higher productivityExpanded BenefitsExpanded Benefits
Improving Improving Government Government ProductivityProductivity
Lower Costs• Reduce management costs• Simplified moves, adds, and changes• Lower cabling costs• Toll bypass
Initial BenefitsInitial BenefitsReducing CostReducing Cost
Drivers to IP Telephony
7© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Total Market $B
Worldwide Enterprise Voice Market
Enterprise IP Telephony
Time Division Multiplex (TDM)/PBX
• Budget cuts require new solutions
• Movement to converged networks and IP Communications is accelerating
• IP telephony projected to grow by 50 percent in public sector
• IT spending for government rising to meet modernization needs
Source: Synergy Research
Acceleration of IP Telephony Market
8© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Business Impact of IP Communications
• Fosters interagency communication and collaboration
• Increases reach and responsiveness of services; improves ease of use
• Enables more efficient, cost-effective use of resources
• Improves constituent and government employee safety by improving delivery of emergency alerts and enabling improved communications interoperability
9© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Cisco IP Communications Solution Overview
10© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Voice MessagingVideoconferencing Telephone Services Instant Messaging Contact Center
E-MailCollaboration Calendar Audioconferencing Web Application
Integrated, Secure IP Communications Solution
Productivity Business Process
Business Transformation
IP Network
Telephone Services
SECURITYSECURITY
11© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
A Comprehensive Government Communications Portfolio
• Workplace Services• Voice Mail and
Unified Messaging• Emergency
Responder• Customer Contact• Rich-Media
Conferencing
ApplicationsApplications EndpointsEndpoints Call ControlCall Control InfrastructureInfrastructure
• IP Phones• Wireless Phones• IP Communicator• Cisco® VT
Advantage
• Hosted Call Control
• Cisco CallManager
• Cisco CallManager Express
• Integrated Services Routers
• Integrated Infrastructure:
• Security• Quality of Service (QoS)• Availability• Management• Administration
A flexible, resilient, and secure suite of communications applications that scale and adapt
to the needs of any government agency
12© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Advantages of Cisco’s Systems Approach
• Tight integration of IP Communications applications and Cisco® infrastructure enable all components to work together as an effective system
• Cisco advantages
Automated configuration reduces operating expenses and speeds deployment
IP Communications security integrated with the infrastructure—virtually no added cost
Easily extend business resilience strategy to IP Communications
Open standards and innovation
• Complete suite of integrated applications for communication and collaboration
13© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Cisco IP Phones 7905G/7912G
Cisco IP Phone 7960G
Cisco IP Communicator
Cisco VT Advantage
Cisco Wireless IP Cisco Wireless IP Phone 7920Phone 7920
Cisco IP Conference Station 7936
Cisco® IP Phone 7970G/7971G-GEFeatures
Cisco IP Phone 7940G
Cisco VG248 Analog Phone Gateway
Cisco IP Phone 7902G
Cisco ATA 186/188
Industry’s Best Portfolio of IP Telephony Endpoints
14© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Emergency Alert
Time Clock Mapping
Surveillance
Education
Attendance
HealthcareStatistics
Broadcast
Custom and Off-the-Shelf Applications
www.cisco.com/go/apps
IP Phone Applications
15© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Employee Productivity • Provides one-stop
message access • Frees user from being
tied to multiple devices; delivers personalized services
• Flexibility—gives user choice of device and location for calls
Constituent Satisfaction • Increases speed of
response• Offers flexible
communication flow with media choices
Cost Reduction• Leverages current
groupware investment
• Offers interoperability with traditional TDMs/PBXs
• Scales to meet changing needs
Cisco Unity Solution—Unified Messaging and Voice Mail
16© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
2004 Results
Complete voice, video, and Web conferencing and control
As natural and effective as face-to-face meetings for training and collaboration
Cisco MeetingPlace: Real-Time Communications and Collaboration
17© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
High
HighLow
Org
an
iza
tio
n V
alu
e
Constituent Value
ContactCenter
CustomerInteraction
Network
DifferentiatedServices
Necessary Evil
CallCenter
Operational Efficiencies
• Increases self-service resolution
• Increases resource utilization
• Reduces communications total cost of ownership
• Improves access to government services
• Simplifies tax-and-revenue collection processes
• Integrates remote resources
Enhanced Performance
Customer-Contact Solutions:Creating a Better Constituent Experience
18© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
CRMCRM
TelephonyTelephonyApplicationApplication
GatewayGateway
Routing logic, computer Routing logic, computer telephony integration, telephony integration, and reporting engineand reporting engine
InternetInternet
Web appsWeb apps
CRMCRM
Public switchedPublic switchedtelephone networktelephone network
(PSTN)(PSTN) TelephonyTelephonysoftwaresoftware
AgentsAgents
Speech-enabled,Speech-enabled,self-service appsself-service apps
Converged,Converged,GovernmentGovernmentIP NetworkIP Network
• Single, cost-effective, multiservice network
• Availability and resiliency via clustering
• Agency or govt. wide scalability and efficiency
• Ubiquitous application support
• Integral support of Web applications
• Logical distribution of functions
The Customer Interaction Network
19© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Bringing It All Together:Making IP Communications Work
The Part You Do Not See:
The Intelligent Information Network
Enables Integration
EnhancedPower Management
IntelligentLAN Switching
Auto VLAN
Auto QoS
Home Net
CarrierSoftswitch
Firewall
Host IntrusionProtection
Wi-Fi Networking
Dynamic DeviceDiscovery
IntelligentTraffic Routing
Network AccessControl
Secure VPN Access StorageManagement
SeamlessMobility
Dynamic UserTracking
Remote
Video Association
The Part You See
IP Telephony Customer Contact
Unified Messaging
Video
Collaboration
Mobility
20© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IP Communications Wireless SecurityManagement Storage
Advanced Technologies
AdvancedTechnology
Features
FoundationTechnology
Features Integrated Network Foundation
Routing SwitchingOptical
An Integrated System Extends Benefits Across the Agency and Government
Home Worker Field Office Government Center NGO Partner Supplier
Across All Government Locations
IntegrationBenefit
Faster Deployment
Better Performance Lower Cost
Greater Reliability and
Security
21© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Applications
“Cisco proved it can build a voice-over-IP network that sophisticated hackers are not able to break or even noticeably disturb”—Miercom
Part of an Overall Security Strategy
Desktops
IP PhoneApplicationMessagingGateway
Network
Internet
• Endpoints
• Application
• Cisco® CallManager
• Infrastructure
Securing IP Communications
22© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
How Cisco IP Communications Delivers Business Resilience
• Offers intelligent failover
Seamless failover without call interruption
Automatic rerouting (no manual administration needed)
• Has redundancy built into all layers of the infrastructure
Power, call processing, hardware, and failover
Desktop IP provides additional resilience where TDM would fail
• Improves productivity for IT
Proactive health and fault monitoring of network
• Unique applications to ensure business continuity during disasters
23© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IP Communications Enables Mobility
• Cisco® CallManager—
Eliminates manual administration for moves, adds, and changes and E-911
Registers phones automatically
Automatically turns QoS on or off as phones are plugged or unplugged into the data port
Automatically powers the phone
Automatic VLAN association—ensures traffic segmentation; can provide privacy and security
Automatic, dynamic E-911 database updates
• Wireless and VPN for branch offices and teleworkers
• Cisco IP Communicator SoftPhone—
Enables you to take your phone extension with you on your laptop
24© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Low-Cost, Low-Maintenance Moves, Adds, and Changes
“If I needed to move somebody from one building or office to another, I had to call a vendor and have them come in and change the line. It took a lot of time, often two or three days. Now it only takes five minutes. An employee can just pick up her phone and plug it in at the new location.”
Ann Farquhar, Director of Civilian Operations and Communications, City of Southfield
25© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Cisco’s Commitment to Accessibility
Accessibility RegulationsCisco IP
Communications Status
Section 508 of the Rehabilitation Act*
Conform
Americans with Disabilities Act Conform
Section 255 of the Telecommunications Act
Comply
*VPATS available at www.cisco.com/go/accessibility*VPATS available at www.cisco.com/go/accessibility
“IP enabled technology has the greatest potential to eliminate the barriers in the way that all people live, work, learn, and play.”
John ChambersCEO, Cisco Systems®
26© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Applying IP Communications
27© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Agency Needs IP Communications Benefits
Integrate disparate systems to eliminate data inconsistencies and increase responsiveness to constituents
Simplifies and hastens delivery of services with efficient, integrated referral services and self-service applications
Foster intra-agency communication, collaboration, and data transfer
Connect mobile and geographically dispersed employees to network resources, constituents, and each other
Integrates remote workers into contact center to improve service and facilitates fast, easy communication to more people and locations with video-based training and videoconferencing
Increases staff productivity and communication through Find Me/Follow Me services and reservation-less conference calling
Social Services—IP Communications at Work
28© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IPCC Express Server(s)
Headquarters
Local-Area Info Center
Local-Area Info Center
Branch Employee orVirtual Agent
WAN
211 / 311 Call Center
Cisco CallManager
Cluster
Field Representative
Health and Human Services
Internet
Teleworker
Social Services IP Communications Architecture
• Uses existing IP WAN to support voice
• No additional PBXs/automatic call distributors (ACDs) at additional sites
• Single point of administration and maintenance
• Unified, real-time data, reporting, and administration
• Single network to maintain
29© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Agency Needs IP Communications Benefits
Support tax-simplification initiatives by providing convenient, automated services
Improves contact-center efficiency with voice-responsive, self-service applications and intelligent call routing
Improve enforcement and collections
Enable mobile employees to be equally productive as office employees
Provides secure mobile access to network resources and tools, video-based applications, and messaging-management devices
Delivers constituent services in a more effective way (eg, payment collection and form distribution)
Adapt to rapidly evolving tax laws Enables timely compliance and collections post-filing
Tax and Revenue—IP Communications at Work
30© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IPCC Express Server(s)
Headquarters
Branch Office
Branch Office
Branch Employee orVirtual Agent
WAN
211 / 311 Call Center
Cisco CallManager
Cluster
Field Representative
Department of Revenue
Internet
Teleworker
Tax and Revenue IP Communications Architecture
• Uses existing IP WAN to support voice
• No additional PBXs/ACDs at additional sites
• Single point of administration and maintenance
• Unified, real-time data, reporting, and administration
• Single network to maintain
31© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Agency Needs IP Communications Benefits
Improve communications with all personnel—regardless of location or type of equipment
Gives officers the ability to initiate and receive calls with any device that field personnel use (eg, standard telephone headsets, wireless phones, radio consoles, or push-to-talk radios)
Provide coordinated communications and messaging during times of crisis
Create greater situational awareness and increase span of control
Enables effective crisis management by connecting first-responders response teams to command personnel through a video conference, where they can plan and collaborate on actions
Broadcasts vital alerts, such as Amber Alerts, natural disasters, and elevated threat levels, to IP phones, cellular phones, PDAs, and other devices
Public Safety—IP Communications at Work
32© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IPCC Express Server(s)
Precinct
EOC/PSAP Mobile Command
WAN
211/311 Call Center
Cisco CallManager
Cluster
Headquarters
WAN
Field Personnel/Vehicles
Public Safety IP Communications Architecture
• Uses existing IP WAN to support voice
• No additional PBXs/ACDs at additional sites
• Single point of administration and maintenance
• Unified, real-time data, reporting, and administration
• Single network to maintain
33© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Agency Needs IP Communications Benefits
Maintain a safe environment for constituents
Enhances speed and efficiency of pretrial services with remote video arraignments and depositions
Increase service effectiveness and responsiveness while reducing operational expenditures
Stimulate economic development by improving community safety
Extends reach of information to the public and other government agencies
Streamlines adjudication processes through remote testimony and videoconferencing as well as contact-center efficiency with voice-responsive, self-service applications
Criminal Justice—IP Communications at Work
34© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IPCC Express Server(s)
Main Court
Correctional/Jail Facilities
Court Annexes
WAN
211/311 Call Center
Cisco CallManager
Cluster
Field Employee orVirtual Agent or
Supervisor
Judicial Campus
Internet
Teleworker
Criminal Justice IP Communications Architecture
• Uses existing IP WAN to support voice
• No additional PBXs/ACDs at additional sites
• Single point of administration and maintenance
• Unified, real-time data, reporting, and administration
• Single network to maintain
35© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Customer Success Stories
36© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Texas Department of Human Services
• The Challenge
Help constituents navigate an ever-growing maze of health and human service providers, government agencies, and
community service organizations • The Solution
Cisco® IP Contact Center—integrate new LANs with existing PBXs
A networked virtual organization—a statewide virtual call center
• The Benefits
Integrates multiple services and remote locations
Provides ability to quickly deliver direct, transparent, 24-hour access to health and human services to Texas constituents
Increases service effectiveness for constituents
37© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Kane County, Illinois
• The Challenge
Maintain public safety
Improve services to constituents
Direct more taxpayer funds to economic development by reducing operational costs
• The Solution
First phase—Cisco foundation infrastructure, including wireless access for remote sites
Second phase—Cisco IP Communications solution
• The Benefits
Improves public safety with a standing emergency conference line and enhanced 9-1-1 services
Increases effectiveness of services via automated call routing and interactive voice response
Reduces costs through IP telephony, promoting economic development
Phone bills cut by $150,000 annually
Conferencing fees cut by $36,000 annually
38© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
“[With Cisco IP Communications] we handled around 8000 telephone calls from citizens, compared to 5000 in previous years….With our previous Centrex service, half of those callers would have received a busy signal.”
Roger Fahnestock, director of information technology at Kane County
39© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Los Angeles County’s Sheriff’s Department
• The ChallengeImprove voice communications and messaging for mobile employees
Reduce network administration costs
• The SolutionCisco® IP Communications supports single point of access to multiple law enforcement databases
Voice-over-IP (VoIP) technology provides phone service and advanced messaging to multiple locations
Wireless network facilitates applications and services for county jail system
• The BenefitsImproved information-sharing cost-effectively enhances employee productivity and responsiveness
Enhanced security and inmate care for the county jail system
Efficient and inexpensive personnel moves from one location to another
40© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Bernalillo Metropolitan Court in Albuquerque, New Mexico
• The ChallengeImprove constituent safety and justice effectiveness
Enable rapid dissemination of emergency alerts
Enhance communications with jurors and court visitors
• The SolutionCisco® intelligent switched network
Cisco PIX® firewalls
Cisco IP Communications
IP telephony and videoconferencing
• The BenefitsIncreases service effectiveness via video and audio applications
Improves reach and responsiveness of agency’s resources
Reduces costs
41© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Riihimäki District, Finland
• The Challenge
Combine the telephone exchanges of City of Riihimäki and its health centre with those of the municipalities of Loppi and Hausjärvi to improve customer service
• The Solution
Cisco Aironet® 1120 base stations
Cisco CallManager
Cisco 7000 series IP telephones
• The Benefits
Expedites and improves overall customer service
Improves productivity and reduces personnel costs through exchange solution
Saves on costs due to free internal calls
42© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Isle of Man
• The ChallengesImprove government service delivery and functionality to the community
Encourage more international businesses to locate on the Isle of Man
Integrate disconnected government departments and improve crossfunction communication and collaboration
• The SolutionA Cisco® IP network infrastructure supporting data and voice and extending from central government offices to remote, one-man GP surgeries
Cisco design, development, and implementation from project concept to ongoing support
• The BenefitsProjected return on investment in five years through self-funding Cisco IP network infrastructure
Faster, more efficient access to government services
Creates a more valuable and attractive environment for international business
Streamlines internal operations and business processes
43© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
“The contribution of Cisco and its products to improving e-government on the Isle of Man is enormous…and the level of commitment that Cisco has given has been excellent.”
Allan Paterson, director of the Isle of Man government’s information systems division
44© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Why Cisco IP Communications?
45© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
More And More Customers
• 25,000+ Cisco® IP Communications customers worldwide
• 60+ customers with more than 5000 lines
• 60+ percent of the Fortune 500 are using Cisco IP Communications
Cisco Has Shipped
• 5 million+ Cisco IP phones
• 3.6 million+ Cisco Unity™ seats (voice mail and unified messaging)
• 865,000+ Cisco Contact Center seats
• 113,000+ Cisco MeetingPlace licenses (rich-media conferencing)
VoIP–Ready Infrastructure
• 19 million+ VoIP gateway ports
• 35 million+ Power-over-Ethernet ports
Cisco: The Worldwide Leader
46© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Business Communications:Reference Accounts
47© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Award-Winning Business Communications
Most Secure IP-PBX,Large Systems
Best Business Communications Portfolio
48© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Cisco’s Government Communications Commitment
• A $1 billion business
• New acquisitions for Cisco IP Communications
NetSolve—post-implementation network monitoring and management tools
Dynamicsoft—service provider service creation environment
• 1 in 6 engineers working on voice-related programs
• Significant senior-management experience in voice and voice applications
49© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Personalization Modality, Presence, and
Context
Natural Language
Rich MediaVirtualization
Vision and Direction for IP Communications
50© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Government Leasing, Programs, and Resources
51© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Government Leasing
• Single monthly payment
• Single financing contract
• Ease of administration
• Bundled products and services
• Below commercial-market rates
• Acquire a total solution today
• Overcome budgetary constraints
52© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Government Leasing Programs
• Tax Exempt Lease Purchase — Qualified customers can finance acquisitions over 12 to 60 months at low, tax-exempt interest rates
• Technology Migration Option — Organizations can upgrade leased equipment six months prior to the end of the lease term with a pre-determined savings on the remaining payments.
• Fair Market Value Lease (FMV) — At the end of the lease period, organizations have options—they may purchase the equipment, continue renting the equipment, or return the equipment with no further obligation.
53© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
IP Freedom Program
• Substantial savings for first-time or existing Cisco IPC customers
• Highly competitive financing plans,plus the option to buy out your current PBX lease
• Complimentary Cisco Learning Credits for your IT staff
• Planning, design, implementation,and network optimization by Cisco and a certified Cisco IP Communications partner
• Cisco SMARTnet® support or Cisco Shared Support services
54© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
More Information
• Cisco IP Communications Solutions: www.cisco.com/go/ipcommunications
• Solution Reference Network Design Guides: www.cisco.com/go/srnd
• Complete List of Third-Party Applications:www.cisco.com/go/apps
• Cisco IP Freedom Programwww.cisco.com/go/ip_freedom
55© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
Q&A
56© 2005 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID Cisco Public
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