architecture for voice, video and integrated data · 2013. 2. 1. · network services network...

1© 2001, Cisco Systems, Inc. All rights reserved. 1© 2001, Cisco Systems, Inc. All rights reserved.AVVID Prezo

Architecture for Voice, Video and Integrated Data

Dean Oswald503-598-7172

[email protected]


• Enhanced ProductivityNew Applications and Services for individuals, workgroups

• Lower Total Cost of OwnershipReduced Capital layout in new sitesBig Operational savings over time

• Operational agilityReduced time to add new users and servicesUbiquitous access to services for all usersSmooth migration path

• New levels of ScalabilitySame technology scales from 10 to 100,000 user sites

Next Generation Communication Solution Benefits


Common EnterpriseArchitecture

July 2000July 2000

• IP applications• Content networking• Security• Mobility/wireless

The Roadmap of AVVIDDelivering

IP Telephony

Sept. 1999Sept. 1999

• IP technology• Convergenceapplications

Strategy for Voice

Nov. 1998Nov. 1998

• 5 phase plan• VoIP foundations


Cisco AVVID Architecture

E-LearningE-LearningSupply ChainSupply Chain

Internet Commerce

Internet Commerce

Intelligent Network Services

NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Managem

entM

anagement

Accounting

Accounting

Real Tim

eR

eal Time

ServicesServices

QoS

QoS

SecuritySecurity

Intelligent Network ClassificationIntelligent Network Classification

InternetBusiness

Integration

InternetMiddleware

Layer

MessagingMessagingContact CenterContact Center

Voice Call ProcessingVoice Call Processing

CollaborationCollaboration

Video on DemandVideo on Demand

Personal ProductivityPersonal Productivity

Policy ManagementPolicy Management

Content DeliveryContent Delivery

Address ManagementAddress Management

SecuritySecurity

SLA ManagementSLA Management

Clients

MultimediaMultimedia

Customer Care

Customer Care

Workforce OptimizationWorkforce

Optimization


Cisco AVVIDClients



OptimizationCustomer

CareCustomer

CareInternet

CommerceInternet

Commerce


NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Managem

entM

anagement

Accounting

Accounting

Real Tim

eR

eal Time

ServicesServices

QoS

QoS

SecuritySecurity


InternetBusiness

Integration

InternetMiddleware

Layer









SecuritySecurity


Clients


Devices used to access the network such as phones, Devices used to access the network such as phones, PCs, PCs, PDAsPDAs, etc., etc.


Cisco AVVIDNetwork Platforms




CareCustomer

CareInternet

CommerceInternet

Commerce


NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Managem

entM

anagement

Accounting

Accounting

Real Tim

eR

eal Time

ServicesServices

QoS

QoS

SecuritySecurity


InternetBusiness

Integration

InternetMiddleware

Layer









SecuritySecurity


Clients


Comprised of routers, gateways and switches, Comprised of routers, gateways and switches, servers, firewalls and other devices, this layer of servers, firewalls and other devices, this layer of

the architecture provides the basis for a complete the architecture provides the basis for a complete networking solutionnetworking solution


Cisco AVVIDInternet Business Solutions




CareCustomer

CareInternet

CommerceInternet

Commerce


NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Real Tim

eR

eal Time

ServicesServices


InternetBusiness

Integration

InternetMiddleware

Layer









SecuritySecurity


Clients


Platforms, network services, appliances, and Platforms, network services, appliances, and management that allow business rules and policies management that allow business rules and policies

to be reflected in network performanceto be reflected in network performance

Load B

alancingLoad

Balancing

SecuritySecurity

QoS

QoS

Managem

entM

anagement

Accounting

Accounting


Cisco AVVIDInternet Middleware




CareCustomer

CareInternet

CommerceInternet

Commerce


NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Managem

entM

anagement

Accounting

Accounting

Real Tim

eR

eal Time

ServicesServices

QoS

QoS

SecuritySecurity


InternetBusiness

Integration

InternetMiddleware

Layer


Video on DemandVideo on Demand Content DeliveryContent DeliverySecuritySecurity

Clients

Joins the Internet technologies to the Internet business solutioJoins the Internet technologies to the Internet business solutions. ns. Software and tools perform network ‘fineSoftware and tools perform network ‘fine--tuning’ and optimization. tuning’ and optimization. The convergence of media types enables richer interactions and The convergence of media types enables richer interactions and

greater personalization of applications and services greater personalization of applications and services


Personal ProductivityPersonal Productivity Address ManagementAddress ManagementSLA ManagementSLA Management


Voice Call ProcessingVoice Call ProcessingMultimediaMultimedia


Cisco AVVIDInternet Business Integrators


NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Managem

entM

anagement

Accounting

Accounting

Real Tim

eR

eal Time

ServicesServices

QoS

QoS

SecuritySecurity


InternetBusiness

Integration

InternetMiddleware

Layer









SecuritySecurity


Clients

MultimediaMultimediaProviding software platforms and, in conjunction with Providing software platforms and, in conjunction with ecosystem partners, whole solutions to improve the ecosystem partners, whole solutions to improve the

effectiveness of business and personal communication effectiveness of business and personal communication by unifying mediaby unifying media--independent interactions across voice independent interactions across voice

and data networksand data networks


Cisco AVVIDInternet Business Solutions


Internet Commerce

Internet Commerce


NetworkPlatforms

Multicast

Multicast

Load Load

Balancing

Balancing

Caching

Caching

DN

SD

NS

ServicesServices

Managem

entM

anagement

Accounting

Accounting

Real Tim

eR

eal Time

ServicesServices

QoS

QoS

SecuritySecurity


InternetBusiness

Integration

InternetMiddleware

Layer









SecuritySecurity


Clients


InternetInternet--based solutions leverage the Internet as the based solutions leverage the Internet as the most strategic asset and provide the most powerful most strategic asset and provide the most powerful competitive advantage in the Ecompetitive advantage in the E--business economybusiness economy

Customer Care

Customer Care


Optimization


Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Client

Infrastructure

Service Control

Application

Adaptive O

pen A

daptive Open

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

AVVID: The Common Architecture


Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Client

Infrastructure

Service Control

Application

Adaptive O

pen A

daptive Open

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

OpenOpen

OpenOpen

AVVID: The Cisco Offering


ContentNetworking

ContentNetworking Voice/VideoVoice/Video WANWAN

StorageNetworking

StorageNetworking WirelessWireless SecuritySecurity

AVVID: Voice Standards Sc

alab

le

A

vaila

ble

Scal

able

Ava

ilabl

e

Infrastructure Solutions

Adaptive O

pen A

daptive Open

Managem

entM

anagement

PolicyPolicy

Directory Services

Directory Services

CustomerContact

UnifiedMessaging

Communications Solutions

Cisco CallManagerCisco CallManagerHTTP/HTML/XML SupportHTTP/HTML/XML Support

TAPI SupportTAPI SupportJTAPI SupportJTAPI Support

H.323, SSP, MGCP, RTP, H.323, SSP, MGCP, RTP, VoXVoX,SS7,SS7

T1 CAS, PRI, BRI, Loop start, T1 CAS, PRI, BRI, Loop start, Ground start, E&M, DIDGround start, E&M, DID

User AdministrationUser AdministrationCiscoWorks 2000CiscoWorks 2000

Client Dialers InterfaceClient Dialers InterfaceUnified Communications

HTTP/HTML, IMAP4 InterfaceHTTP/HTML, IMAP4 InterfaceSMTP/MIME InterfaceSMTP/MIME Interface

MIME InterfaceMIME Interface

CTI InterfacesCTI InterfacesIVR InterfacesIVR InterfacesICM InterfacesICM InterfacesACD InterfacesACD Interfaces

QoS Policy ManagerQoS Policy ManagerCOPSCOPS


ContentNetworking

ContentNetworking Voice/VideoVoice/Video WANWAN

StorageNetworking

StorageNetworking WirelessWireless SecuritySecurity

AVVID: Video StandardsSc

alab

le

A

vaila

ble

Scal

able

Ava

ilabl

e

Infrastructure Solutions

Adaptive O

pen A

daptive Open

Managem

entM

anagement

PolicyPolicy

Directory Services

Directory Services

CustomerContact

UnifiedMessaging

Communications Solutions

Content ManagerContent ManagerGatekeeperGatekeeper

ProxyProxy

Video ConferencingVideo ConferencingMCUMCU

H.320 H.323, H.323, T.120Video Streaming Video Streaming

(RTP, RTSP, Multicast)(RTP, RTSP, Multicast)MPEG, H.261, H.263MPEG, H.261, H.263

MP3, MPEG, TrueSpeech,MP3, MPEG, TrueSpeech,H.261(PCM, GSM, DVI)H.261(PCM, GSM, DVI)

User ProfilesUser ProfilesApplication ProfilesApplication Profiles

DVIDVIIGMPIGMP

PIMPIM--SM/PIMSM/PIM--DMDMMBGP/MSDPMBGP/MSDP

PGMPGMMRMMRM

802.1 GMRP802.1 GMRPCGMPCGMP

IGMPIGMP


Client

Infrastructure

Application

Service Control

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

AVVID: Unified CommunicationsA

daptive Open

Adaptive O

pen

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

Unity

eMail

Ecosystem Relationships

Interactive intelligenceCaptaris

Octel

And…Others via standard SMDI

integration


Client

Infrastructure

Application

Service Control

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

AVVID: Voice & VideoA

daptive Open

Adaptive O

pen

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

IP Telephones

Catalyst 6000Catalyst 4000Catalyst 3500

ICS 7750VG200,VG248

Cat4224IPVC 3500 series

Call Manager

Soft Phone

Web Attendant

1700, 2600, 36007200, etc.

IPAAIP IVRIP ICD

ICM/IPCC

Unity, PA, SDK, PPS


Client

Infrastructure

Application

Service Control

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

AVVID: WirelessA

daptive Open

Adaptive O

pen

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

AironetWireless

MNetSpectralink

TelxonSymbol

Cisco


Adaptive O

pen A

daptive Open Client

Infrastructure

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Application

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

Content SwitchesCat 6k, Cat 4840

CSS11000Local Director

Content Edge DeliveryContent Engine 500, 7300Content

Distribution & MgmtCDM 4600

Content Routers4400, 4450

Distributed Director

AVVID: Content Networking

Service Control


Client

Infrastructure

Application

Service Control

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

AVVID: Storage NetworkingA

daptive Open

Adaptive O

pen

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

Metro 1500NuSpeed

EMC, IBM, HP, CompaqRelationships


Client

Infrastructure

Application

Service Control

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

AVVID: SecurityA

daptive Open

Adaptive O

pen

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

SAFE Ecosystem PIX Firewall,IDS, Scanner

2600, 36007200

VPN 3000 Client

VPN-EnabledRouters

1700, 2600, 36007100, 7200

VPN 3000Series


Client

Infrastructure

Application

Service Control

Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

AVVID: Customer ContactA

daptive Open

Adaptive O

pen

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

IPCCICM, CEM, CCS,

NAM. CTI

IP ICD

I3

Call Manager


IP-PBX’s: Ready and WaitingCisco:

Steady PerformanceImproved FeaturesNew Applications

“

”—BCRJan, 2002

VoIP: It’s Time


IP: Only Bright Spot in a Down PBX Market

Stations Shipped2001 … 12% Decrease2000 … 10% Decrease2002 … 100% Increase predicted

“

”—BCRJan, 2002

VoIP: It’s Time


Yankee Group25% of all new telephone systems installed are IP based solutions in 2001. Up from 10% the previous year.

“

”

VoIP: It’s Time


0%20%40%60%80%

100%

1999 2000 2001 2002 2003The Phillips Group-InfoTech

Timeframe of LAN Telephony Plans

TrialsDeployment

LAN Telephony Adoption

Business Communication Review• Over 60% will deploy within

2-3 years• Lower cost of ownership

as driversReduced administration costsSimplicity of moves, adds, changesCTI applications“One system simplicity”

• Overall solutions savings (broader than cost/phone)


45%

16%

11%

9%5%

5% 3%2% 4%

Cisco3ComNortelAvayaAlcatelSphereShorelineSiemensOther

Q2 CY 2001

IP Telephony Ports/Lines Market Share

Source: Synergy Research Group, Inc. 2001


Convergence is here

CircuitLAN


Packet PBX technology, is solid, stable, fully-featured, and ready to deploy.Enterprises want packet PBX technology, because it saves money and enables application integration that makes them more productive.

“

”—Current AnalysisAdvisory Report - E-Business InfrastructureMay 8, 2001

VoIP: It’s Time


Open System Economics Example

100

250

400

550

700

850

1000

US Dollars

1995 1996 1997 1998 1999 2000 2001

Price per Seat

PBX10/100 Switch

Proprietary System (PBX) Per Seat Pricing vs.Open System (Ethernet Switch) Market Characteristics


Technology Lifecycle

2.5%

Innovators Early Early Majority Late Majority LaggardsAdopters

100%

50%

0%

At what stage of adoption is convergence?

15%

50%85% 100%

Now26%*

* Source: META Group Multi-Client Study 2000/01

1-2 Years68%*

2-3 Years87%*


Cisco IP Telephony Installations Worldwide

• Cisco has shipped over 700,000 IP phones (4,000 Per Day)• Over 3,300 IP telephony customers worldwide • Cisco Systems, Inc. has approximately 30,000 employees

using IP telephony worldwide—over 100 PBXs replaced globally

• Cisco Executives, including all CXOs, using Cisco IP Phones


• RFP responded to by Cisco, Avaya, Nortel, Alcatel, 3COM

• Cisco Awarded bid, cover story in 11/14/2000 issue

Network Computing’s VOIP RFP


Maximizing the Return On “Network” Investment


Cisco CallManager

Cisco MCS 7800 Series Server

Ethernet LAN Switch

Voice-Enabled Router or Gateway

Cisco ICS 7750Communication System

Call Processing

Call Processing

LineConnections

LineConnections

TrunkConnections

TrunkConnections

SwitchingSwitching

IP Phones/Cisco SoftPhone

Clients

IP Telephony Replaces PBX ArchitectureIP Telephony Replaces PBX Architecture


Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Client

Infrastructure

Service Control

Application

Adaptive O

pen A

daptive Open

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

IP PhoneIP PhoneSoftPhoneSoftPhoneVideoVideo

AVVID: Clients


Primary

Secondary

Tertiary/Last Resort

• Each device (IP phone and skinny gateway) has a prioritized list of up to three CallManagers to which it can connect

• This is called a CallManager Redundancy GroupCallManager Redundancy Group and this list is downloaded during device initialization

CallManager Failover


Cisco IP Phone 7960

• Six line appearances: Directory numbers or features

• Display area: Calling information, XML based, feature access via “soft keys”

• Full duplex handsfree speakerphone

• Built-in RJ-11 headset connection

• 10/100BaseT, 2-port switchlet


IP Telephony Appliance- Corporate directory integration via LDAP- Web site integration via XML- Personalized menu’s via softkeysExtensible interface with IP services offers clear differentiation to PBX connected devices

Individual ProductivityIP 7960/40 Display Applications

*


7914 Expansion Module

Single and Double Configurations


7914 Buttons and InteractionsButton/Key Status Indications

Ringing Amber, FlashingRinging Amber, Flashing

Hold Green, FlashingHold Green, Flashing

In-Use, By Another Red, SteadyIn-Use, By Another Red, Steady

In-Use, Self Green, SteadyIn-Use, Self Green, Steady

Idle OffIdle Off


Cisco IP Phone 7940

• Two lines appearances: Directory numbers or feature

• Display area: Calling information, XML based, feature access via “soft keys”

• Full duplex handsfreespeakerphone

• Built-in RJ-11 headset connection

• 10/100BaseT, 2-port switchlet


Cisco IP Phones 7910 Cisco IP Phones 7910

Common areas—hallway, break room, reception, or office cubicleMedium telephone trafficSingle line appearanceDisplay area: 2 x 24 character based7910:10BaseT, single port7910+SW: 10/100, 2 port switchlet

Released with CM 3.0(2)Two Models: CP-7910 and CP-7910+SW*


Cisco 7935 IP Conference Room Phone

•Standard business telephony features

•Full-duplex operation. •Integrated keypad•360-degree room coverage•Single cable design•Simple to install•No special end-user training required—Works like a regular telephone. •DHCP for auto address

configuration to the IP network.

•Single 10/100BaseTx Ethernet LAN connection


IP SoftPhone—Fingertip Features

• Allows office extension mobility • GUI based interface for phone

control (drag and drop)• Easy feature access

One click conference, transfer & collaborationNetMeetingKeyboard shortcuts

• Directory integration Personal and Public (LDAP)Dial by name/email address

• Standards based TAPI integration


Cisco Web Attendant Console

• Drag and drop transfers and keyboard shortcuts

• Predictive filters for fast transfers

• BLF (Busy Lamp Field) status for IP telephony network

• DSS (Direct Station Select) functionality

• Can be paired with touch screen for increased flexibility


Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Client

Infrastructure

Service Control

Application

Adaptive O

pen A

daptive Open

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

AVVID: Infrastructure


Can’t Afford any Down Time

•• All applications are All applications are mission criticalmission critical

•• Minimize complexityMinimize complexity•• Return on investmentReturn on investment•• Rapid deploymentRapid deployment


TDM

BuS

PowerSupply

PSTN

PowerSupply

TDM

BuS

Power Supply Backup

VoiceMail

ACD ServerAdmin Terminal

MDFMDF

Calculating availability in the PBX World

Measurement does not include:

Outages caused by external influences (power failures, NW circuit failures)

Outages less < 64 phones/ports

Planned maintenance

Outages


Scalability, High Availabilityand Smooth Migration

• Internet scalability • Tens of thousands of users

through Cisco clustering technology

• Add capacity when and where you need it

• Distributed application processing• Network fabric resiliency and

redundancy• No single point of failure• Smooth migration from Old World

to New World

Campus

CatalystWiring Closet

PSTN WAN

CallManager Clusters

MultiserviceWAN

PBX


Avoiding Loss, Delay, and Delay Variation (Jitter)

Router

MultilayerCampus

MultilayerCampus

Router

Cisco CallManager

Cisco CallManager

Domains of QoS Consideration

CampusClassification

Queuing

CampusClassification

Queuing

WAN EdgeClassification

Queuing

WAN EdgeClassification

Queuing

WAN BackboneProvisioning

WAN BackboneProvisioning

“Identifying Voice”

“Prioritizing Voice”

“Capacity Planning”

WAN


Cisco Voice Gateways

Cisco 3600

Cisco MC3810

Cisco AS5300

Cisco 1750Cisco 2600

Cisco AS5800

Cisco7200-VXR

Cisco DT-24+, DE-30+

Catalyst 4000

Cisco VG200

Catalyst 6000

ICS 7750

Cisco VG248


VIC SlotVWIC Slots

Switch Utilization LEDs

24 Ports 10/100

Console

Management Ethernet• 8 FXO and 4 FXS on a single RJ21 interface

• Power failure transfer of first 2 FXO to first 2 FXS ports

• Loop start FXO trunks (no ground start)

•There will be multiple versions of the C4224,

based on # of DSP’s and FXS/FXO-TBD

•Current 4224 is Not Field Upgradeable

Availability (FCS)Q4 Calendar Year 2001 (late Q4/ CY Q1/2002)

8 Port FXO x 4 Port FXS Module (RJ21)

Additional DSP’s for HW Conferencing

NEW!

Catalyst 4224- NEW Hardware


48V DC Power48V DC Power

10/100 Ethernet 10/100 Ethernet

New Inline Power on Catalyst 6000, 4000, and 3524 Switches

10/100 Ethernet 10/100 Ethernet

Catalyst Switch with Regular

10/100 Ethernet Line Cards

Catalyst Power Patch Panel


Phone VLAN = 200Phone VLAN = 200 PC VLAN = 3PC VLAN = 3

IP Subnet AIP Subnet AIP Subnet BIP Subnet B

Tagged 802.1q

Untagged 802.3

This Feature Provides Automatic Phone VLAN Configuration

Catalyst Auxiliary VLAN

• No end-user intervention required• Provides the benefits of VLAN technology for the phone• Preserves existing IP address structure• Uses 802.1Q technology between switch and phone


Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Client

Infrastructure

Service Control

Application

Adaptive O

pen A

daptive Open

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

AVVID: Service Control

Call Manager

LDAP Directories


ICS 7750 ICS 7750

MC7825MC7825Price/Performance,# of Ports

MCS 7835MCS 7835

Enterprise Branch Office/Mid MarketEnterprise Branch Office/Mid Market Enterprise CampusEnterprise Campus20 200 500 750 1000 2500# Users

AVVID Platform Choices


ICS 7750 Versatility:Integrated AVVID Solution

• Cisco CallManager (SPE)

• Cisco Unity Messaging (SPE)

• IOS VoIP Gateways (PSTN, PBX Trunks) (MRP)

• IOS IP WAN Routing and Internet Connections with Firewallfeature set (MRP)

• Analog station concentration (ASI)• Redundant Power Supply• Remote Alarm Monitoring and

troubleshooting (SAP)


Campus Deployments

Cisco CallManagerCluster

LDAPDirectory

UM Server

CatalystBackbone

Catalyst Wiring Closet

IP WAN

PSTN

MessageStore

MessageStore

MessageStore

MessageStore


Site A Site B

WAN—Isolated Deployments

Site CSite D

PSTN


Site A Site B

Site C

WAN—Distributed Call Processing

Cisco IOS®Gatekeeper

Site D

IP WAN(Primary Voice

Path)

PSTN


Cisco CallManager 3.1Quality

Multiservice Router

H.323 Gatekeeper (MCM)

IP

IP

Cisco CallManager Cluster

Spoke Site B

V

VoiceMail

VIP

IP

Multiservice Router


Spoke Site C

VoiceMail

RouterIP WAN

IP

IP


Hub Site AVoiceMail

D

PSTN

Multiservice switch

V

• Call setup from first IP phone across WAN through Gatekeeper

• Bandwidth available• Gatekeeper allows call

• First Call



• WAN Bandwidth exhausted• Call setup from second IP phone across WAN • Gatekeeper rejects call attempt, signals source cluster

Multiservice Router


IP

IP


Spoke Site B

V

VoiceMail

VIP

IP

Multiservice Router


Spoke Site C

VoiceMail

RouterIP WAN

IP

IP


Hub Site AVoiceMail

D

PSTN

Multiservice switch

V

• Second Call



Multi-service Router


IP

IP

CallManager cluster

Spoke Site B

V

VoiceMail

VIP

IP

Multi-service Router

CallManager cluster

Spoke Site C

VoiceMail

RouterIP WAN

IP

IP

CallManager cluster

Hub Site AVoiceMail

D

PSTN

Multi-service switch

V

• Source cluster auto-setup call through PSTN

• WAN Bandwidth exhausted• Call setup from second IP phone across WAN • Gatekeeper rejects call attempt, signals source cluster

• Second Call


Site C

Site D

Telecommuter

Centralized Cisco CallManager Cluster

Site AUnified

Messaging

VSMVSM

WAN—CentralizedCall Processing

Site B

OR

PSTN

IP WAN

Using SRST

Using SRST


• Support for re-homing of IP phones to use call processingon local router upon Call Manager Fallback

• Support for IP and POTS phones on the router• Extension to Extension dialing• Extension to PSTN dialing• Support for on-net calling• Primary line on phone• Direct Inward Dial (DID)• Direct Outward Dial (DOD)• Calling Party ID ( Caller ID / ANI ) Display• Calling Party Name Display• Last Number Redial• Call Transfer without consultation• Call Hold and Retrieve on a shared line

Survivable Remote Site Telephony Survivable Remote Site Telephony FeaturesFeatures


Extension Mobility

• Directory based phone log-in• Application XML based

-authenticates to directory-Updates CallManager with user extension-User’s extension is pushed to phone where login occurred-User receives all personal settings

• Applicable for mobile office environments• Offered with CallManager 3.1• Substantial cost savings benefits

Directory

Bldg 2

Bldg 1

DataCenter

DHCP Server

Call Mgr

Web Server


Enterprise IP Telephony Solution

Router /GW

InternetInternet

Router/GW

Router/GW

Call Manager

CallManager

IP WANIP WAN

TelecommuterTelecommuterBranch OfficeBranch Office

HeadquartersHeadquarters

Regional OfficeRegional Office

PSTNPSTN

VPN AccessVPN AccessDSL AccessDSL Access


CallManager 3.2Auto-Answer

• Version 3.1—Destination user’s device on which the line was configured to auto-answer had to be on headset

• Version 3.2—Line can be configured by administrator to auto-answer on either headset or speakerphone per line appearance

• Intercom behavior configurationSource device—Speed dial on source phoneDestination device—Line configured to auto-answeron speakerConfigure Calling Search Space for restricting calls to the destination


CallManager 3.2Host-Based IDS Certification

• Cisco Intrusion Detection System (IDS) Host Sensor

• Purchased separately from Cisco• CallManager, operating system,

web server security• Senses and reacts to attack on

application, OS, IIS• One component in the voice

security solution• Certified for CallManager 3.0, 3.1

and 3.2


CallManager 3.2Virus Checker Certification

• McAfee Virus Scan version 4.0• Installed to server on which CallManager is

installed• Certified against CallManager versions 3.0, 3.1

and 3.2• Very specific caveats regarding scanning effects

on CallManager performance—schedule scans during off-hour periods


CallManager 3.2Drop Last Conference Party

• New softkey on 7910/40/60 IP phones• Conference creator can drop last party added to ad-hoc

conference by pressing softkey• Usage:

Conference creator adds new party to ad-hoc conferenceNew party does not answer callCall forwarded on no answer to voice mailTo prevent VM prompts from interrupting conference and VM from recording the remainder of this conference, conference creator presses ‘Drop Party’ softkey


CallManager 3.2Voice Mail Integration Enhancements

• Voice mailbox info delivery per lineUseful for Executive Assistant’s (EA) phone where EA must be able to gain access to separate VM mailboxes from single phone

• MWI light enable/disable per lineUseful for controlling which associated mailbox lights the MWI light on 7910/40/60 IP phones


Scal

able

Ava

ilabl

eSc

alab

le

A

vaila

ble

Client

Infrastructure

Service Control

Application

Adaptive O

pen A

daptive Open

PolicyPolicy

Managem

entM

anagement

Directory Services

Directory Services

AVVID: Open Applications

E911 Contact Center Unified Messaging

Video-E Learning Productivity Tools


Web Applications


Vertical MarketsExploring the Possibilities

RetailInventory checking and Order Placing throughout store IP Phones with the option to be directly connected to Customer Service

Health CareNurse/Doctor checks Patient profile and test schedule from the IP Phone in each room with option to be directly connected to the hospital wing (X-Ray, Blood Tests, etc…)

Banking/FinanceBranch office representatives retrieve customer account information on IP Phone display before answering the call

EducationStudents check class schedule, department list, and campus-wide announcements


Horizontal MarketsEnterprise-Wide Examples

Flight Status

TransitSchedules

Stock Tracker

Meeting RoomScheduler

Yellow PagesLookup

WorldClock

Weather

• Security• Travel Advisory• Authorization Codes• Billing Acct Codes• Timecards• Advertising• Form Ordering• Fill in the ______


“Push” information to an individual user,or a group of usersExcellent tool for notification

Sales TeamsPersonnel DeptManufacturing FloorTeachersStudents in DormsCustomers in waiting areas

IP Phone ‘PUSH’ ServicesIP Phone ‘PUSH’ Services


Example: Sentinel –K-12 Applications


Example: Enterprise Unified Solutions –Advertising Applications


Want to sell more ?


Cisco Unified Messaging


Cisco Unity Unified Messaging• Full Unified Messaging (UM)• Supports Cisco CallManager and/or

several legacy PBX integrations• Compatible with MS Exchange 5.5 & 2000 • Will be compatible with Lotus Notes• Digital Networking supported

Cisco Unity Voice Messaging• IP Voice Messaging• Upgradeable to Unity UM• Supports Cisco CallManager and/or

several legacy PBX integrations• Digital Networking supported

Cisco Unity Communications Solutions


Cisco Unity: A Powerful Migration Tool

Cisco UnityServer

CallManager

PSTN

Legacy PBX

Analog Lines

IP SCCP(Skinny)

Legacy Phone

IP Phones

Workstation with Microsoft Outlook

T-1 line

Microsoft Exchange message store

SMDI Link

Legacy voice mail system

AMIS connection, via analog lines

Analog Lines

3600 Router

Dual Switch IntegrationAMIS-A Message Interchange


Personal Productivity


Cisco Personal Assistant 1.2 Enhanced Productivity

• Route calls by user-defined rules Time of dayCalendarWho the caller is

• Forward calls to user-defined phone numbersSingle numberSeries of numbers (i.e., office, mobile, or home)Follow me (forward all calls now)

• Screen callsSelect which calls to accept in real time

New!New!


Cisco Personal Assistant 1.2 with Speech Recognition

• Follow me (forward all calls now)• Name dialing

Access to corporate directoryAccess to Exchange/Outlook contact listsClarify duplicate names by dept. or location

• Voice mailPlay messages, delete, reply, call back

• Simple ad-hoc conferencingBy individual namesBy group

• User authentication• Activate call rules over the phone

NEW!NEW!

Speech-Enabled Features

NEW!NEW!

NEW!NEW!

NEW!NEW!

NEW!NEW!

NEW!NEW!


Cisco Conference Connection


Conference Information


Add a Conference

• Set Conference nameDescriptionNumber of participantsStart dateStart timeDurationRepeat optionsPrivacy options


Cisco IP Phone Integration


Contact Center Applications


The New Communications Landscape


Scalable Software Products


FidelityFidelity

British TelecomBritish Telecom

American ExpressAmerican ExpressAmerica OnlineAmerica Online

CompaqCompaq

First USAFirst USAProgressive InsuranceProgressive Insurance

First Union National BankFirst Union National Bank

Internal Revenue ServiceInternal Revenue Service

SprintSprint

JCPenneyJCPenney

Dell ComputerDell Computer

Capital OneCapital One

Morgan Stanley Dean WitterMorgan Stanley Dean WitterAllstateAllstate

Census BureauCensus Bureau

GEICO DirectGEICO Direct

Household Credit Services

Prudential InsurancePrudential Insurance

American AirlinesAmerican Airlines

Telecom New ZealandTelecom New Zealand

Delta AirlinesDelta Airlines

AetnaAetna

Marriott InternationalMarriott International

France TelecomFrance Telecom

Lands’ EndLands’ End

CiticorpCiticorp

AirtelAirtelInfonetInfonet

United Parcel ServiceUnited Parcel Service

Cable & WirelessCable & Wireless

USA GroupUSA Group

Continental Airlines

Federal Express

AT&T

IBM

StaplesMBNA

Energis

CIBC

Carlson Wagonlit Travel

Sears

Dubai Internet City

US Airways

GE Capital

GMAC

Pacific Gas & Electric

Rosenbluth International

State of California

VoiceStream

Empire Blue Cross Blue Shield

Wachovia

Con Edison

Royal & SunAlliance

Representative ICM CustomersCredit Suisse First Boston

Abbey National Access HealthAccess HealthAegon USA

Air Tours

American Century

AmerixAmerix

Certive Corporation

Atos Multimedia

Barclay CallBarclay Call

Bell CanadaBell Canada

British Gas

Call Interactive

CAIS InternetCAIS Internet

CendantCendantChaseChase

Cheap TicketsComputer Sciences Corp.

Convergys

Damark International

Deluxe CorporationDeluxe Corporation

Citizens BankCitizens Bank

Excel CommunicationsvCustomervCustomer

Allmerica FinancialAllmerica Financial

First Direct Bank Fisher ScientificFisher Scientific

Franklin ResourcesFranklin Resources

Freemans

Deutsche BahnDeutsche Bahn

NextelNextel

JazzTelJazzTel

Metris

Montgomery Ward

National Westminster

Northwest Airlines

National Support CenterNational Support Center

Norwest Mortgage

Orange

Oriental Trading

Privilege InsurancePrivilege InsuranceProtection One

Providian FinancialProvidian Financial

QualiphoneQualiphone

Retevision

SDV

Spiegel

Starwood/ITT

Sun Life

Travelers

UUNet

USA Today

United Healthcare

AAA-RESPONSE

Wells Fargo

West TeleservicesWest Teleservices

Whitbread

Worldnet

Ciba Vision


The Cisco IP Contact Center

CustomerInteractionSuite

CustomerInteractionSuite

CallManagerCallManager

IntelligentContact Management

IntelligentContact Management

IP Integrated Voice Responseand IP ICD

IP Integrated Voice Responseand IP ICD


Informal Call Agent GroupsIP-ICD

• Addresses growing need for customer support across all organizations

• Offers quick installation and set-up

• Simple agent desktop for non skilled agents

• Simple queuing algorithms• Easy-to configure agent

groups• Shared application

technology with IP-IVR


ICD Queue Features

• Queuing options:Linear distribution with agent weightingCircular distribution with order preservationLongest available distribution


Custom Editor for Admin Changes


ICD Agent Desktop

• Win32 application• Easily installed across the

network• Agent can see availability

status• Calls routed to agents’

IP phone• Agents calls not answered

get added back to queue• Agent is marked not

available


E911


Cisco Enterprise E9-1-1 Technologies

• Manual PS-ALI record creation and updates via LEC-specific processes

• Traditional PBX model formoves, adds, changes

• Open interfacesenable new featuredevelopment CDPCDP

PRIPRI

GatewaysGatewaysFXOFXO

CAMACAMA

Full E9-1-1 Support in Cisco CallManager and Gateways:


Cisco Enterprise E9-1-1 Technologies

CDPCDP

PRIPRI

GatewaysGatewaysFXOFXO

CAMACAMA

Cisco ER adds:• Dynamic tracking of

user locations• Automatic updates of

E9-1-1 records• Full E9-1-1 support for

Extension Mobility!Extension Mobility!


Cisco ER:Differentiating Features

• Automatically provide location of 911 callers to public safety answering point (PSAP):

Identify precise floor of 911 caller when in any building over 7,000 ft2 containing 48+ people {NENA* model legislation}

Identify 911 caller to within 40,000 ft2 {Illinois legislation}

Proposed/Legislated E9Proposed/Legislated E9--11--1 Requirements:1 Requirements:

* NENA= National Emergency Numbers Association

Cisco ERER

• Automatically track user moves in minutes, with no effort!• Send correct location of 911 callers to correct PSAP,

with no manual intervention for moves/adds/changes!• Notify on-site personnel via: web/phone/e-mail/pager

EEmergency RResponder:

• Enable callback from PSAP to 911 caller

Noma

dic

Noma

dic

Noma

dic

Noma

dic

Statio

nary

Trad PBXSupport

Statio

nary

CiscoSupport

Types of Endpoints


Migration andTransition Tools


Cisco and Industry Challenges

Traditional PBXsPSTN

Private Networks

• Voice Mail• Call Accounting• Conferencing• Call Center• Video • etc.

Cisco IP Telephony

Solutions

• Unified Messaging

• Streaming & Interactive Video

• New Contact Centers

• New IP Enabled Apps

The Transition Model

New World TelephonyNew World Telephony

New World ApplicationsNew World

Applications

Traditional TelephonyTraditional Telephony

Traditional ApplicationsTraditional

Applications


IP Telephony Readiness Assessment on Cisco.com

• Web-based interactive online application

• Leads customers through key concepts integral to planning and designing highly available IP telephony solutions

• Provides insights into potential services beneficial to customers

• Scales Cisco’s ability to proactively educate and assist customers

• Available to Cisco.com registered customers holding valid service contracts (www.cisco.com/tac)


IP Telephony Solution Guide on Cisco.com

• Web-based technical reference manual

• Provides comprehensive information on planning, designing, implementing, and operating (PDIO) a Cisco Solution

• Includes architecture overviews, performance test results, migration and implementation planning, and network management information

• Available to all Cisco customers (www.cisco.com/tac)


IP Telephony is Real—Real Users with Real Benefits

architecture for voice, video and integrated data · 2013. 2. 1. · network services network...

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