2004 Cisco Systems Inc All rights reserved Cisco

© 2004, Cisco Systems, Inc. All rights reserved.

Cisco Sales Essentials © 2004, Cisco Systems, Inc. All rights reserved. 7 -2

Cisco Sales Essentials IP Telephony © 2004, Cisco Systems, Inc. All rights reserved. 7 -3

Course Outline Cisco Sales Essentials Introduction • Course Overview • Why Cisco? • AVVID Solutions • Campus LAN • Wireless LAN • WAN • IP Telephony • Security and VPN • Network Management • Service and Support • Optical Networking • Storage Networking • Content Networking • Video • High-Speed Access Tools and Resources © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -4

Introduction This lesson includes the following information: • IP telephony components that enable voice traffic to be transmitted over IP data networks • Cisco IP Telephony product offerings • Types of customer situations that would benefit from IP telephony solutions © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -5

Objectives Upon completion of this lesson, you will be able to perform the following tasks: • Identify the definition of IP telephony and the function of technologies that support IP telephony • Describe how IP components replace traditional network components and place them in a network map • Identify the features and functionality of the Cisco product series that support IP telephony • Identify opportunity indicators for IP telephony © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -6

Business Example: Mobility Manufacturing company: • Designers move throughout the facility for different projects. • The company needs to relocate phones extensions and laptops to new work areas easily. • The IT staff must reconfigure the phone network for each move. • The company hopes to decrease the complexity of its systems and limit the growth of the IT staff. © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -7

Business Example: Sophisticated Call Handling • Company that develops • Customer needs: computerized control systems – Streamline the phone process • Three customer service centers – Reduce customer wait times • A single agent who receives all calls and – Improve employee productivity routes requests to the appropriate engineers © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -8

The Solution • Traditionally, organizations use separate voice and data networks. • Restrictions of separate networks: – Require separate staffs to maintain them – Are not designed to allow easy mobility – Do not always take advantage of new, sophisticated applications • IP telephony can eliminate such restrictions. © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -9

Voice Networks • Two types of networks today: – Voice – Data • Legacy voice networks: – Use analog telephones – Connect through the public switched telephone network (PSTN) – Are circuit switched – Follow a single, dedicated path through the network – Send data constantly in order to ensure intact signals © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -10

Data Networks Packet IP Address: 66. 147. 232. 123 • Data networks – Use routers and IP addresses to connect computers and other networks – Are packet switched – Send data in chunks, for signals do not need to arrive intact • The Internet is the largest packet-switched network. © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -11

Enterprise Networks • Telephones connect to a private branch exchange (PBX) or Centrex. • Switching equipment provides telephone features: • Switching equipment connects the organization to the PSTN. – Voice messaging – Call transferring – Call forwarding © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -12

LANs and WANs • Most organizations have LANs for their data networks. • LANs use routers to connect to WANs. – The Internet is a public WAN. – A company intranet is a private WAN. © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -13

Network Convergence A single network: • Is easier to maintain than two separate networks • Is simpler to manage than two separate networks • Scales easily to include new users • Can be upgraded to accommodate new, sophisticated data and voice applications • Dramatically enhances communications flexibility and effectiveness © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -14

IP Telephony Definition IP Address: 66. 156. 456. 987 IP Address: 66. 147. 232. 123 • Uses IP addressing • Enables two-way transmission of voice traffic • Sends voice transmissions over packet-switched TCP/IP networks © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -15

Quality of Service IP networks: Qo. S: • Send data packets with variable • Prioritizes voice traffic over transfer rates • Resend data packets if packets have been lost data traffic • Ensures that voice data arrives intact • Send voice packets sequentially and quickly using Qo. S © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -16

Migration to IP Telephony Gradual, methodical implementation allows organizations to: • Leverage existing infrastructure • Become familiar with new technology • Slowly change an existing network © 2004, Cisco Systems, Inc. All rights reserved. Installing IP phones and callmanagement software reveals benefits of IP telephony: • Easier network management • Reduced toll charges • Simpler moves, adds, and changes CSE v 2. 0— 7 -17

IP Telephony Components Applications Client Call Management Infrastructure Clients: Voice applications: • End-user devices • Advanced call-handling software Infrastructure: Call management: • Switches • Routers • Call-processing software • Call-processing hardware © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -18

Cisco Sales Essentials Understanding IP Telephony Terms © 2004, Cisco Systems, Inc. All rights reserved. 7 -19

Cisco IP Telephony Solutions © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -20

Cisco IP Clients Cisco 7900 Series IP phones support : Cisco Soft. Phone: • Is a Windows-based, PC application • Traditional telephone functions • Specialized IP telephony functions • Allows for integration of contact © 2004, Cisco Systems, Inc. All rights reserved. directories • Features a drag-and-drop interface for conference calls CSE v 2. 0— 7 -21

Cisco IP Client Positioning Cisco 7900 Series positioning: Cisco 7900 Series features: • 7905 and 7910 for lobbies • 7940 G and 7960 G for workstations • 7935 for conference rooms • Large, pixel-based LCD • Internet access • E-mail access © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -22

Cisco IP Telephony Infrastructure Small Office/Branch office: • Catalyst 3550 -PWR switch Enterprise: • Catalyst 4000 Series modular switches Service provider: • 6000 Series multiservice switches • 6500 Series modular, multiservice switches • 7800 Series Media Convergence Server and © 2004, Cisco Systems, Inc. All rights reserved. call-processing software CSE v 2. 0— 7 -23

Cisco Voice Gateways • Voice gateways connect traditional analog devices to an IP network. © 2004, Cisco Systems, Inc. All rights reserved. • The VG 248 Analog Phone Gateway and Analog Adapter 180 Series connect these legacy communication devices to an IP network: – Voice mail – Analog phones – Fax machines CSE v 2. 0— 7 -24

Cisco Routers as Voice Gateways • 2600 XM and 7200 series routers can function as voice gateways. • Voice interface modules and high-density voice modules: – Can be installed on these routers – Connect traditional telephony equipment to an IP network © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -25

Cisco Call. Manager • Provides standard call processing for IP phones and softphones: – Signaling • Includes applications such as voice mail and audioconferencing • Is installed on a network server – Connection service © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -26

Cisco IOS Telephony Service Enables network operators to easily: © 2004, Cisco Systems, Inc. All rights reserved. • Configure IP telephony devices • Monitor IP telephony devices • Manage IP telephony devices CSE v 2. 0— 7 -27

Cisco Call. Manager Express • Feature of Cisco IOS software • Provides call processing for up to 100 Cisco IP phones • Allows customers to scale IP telephony to a small site or branch office with a feature-rich solution © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -28

Cisco Survivable Remote Site Telephony (SRST) • Offers emergency planning features for enterprise networks • Allows IP phones at remote sites to function during a server shutdown or WAN failure • Enables Cisco 1750, 2600, 3700, and 7200 routers at remote sites to assume the Call. Manager role to enable basic IP telephony functions © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -29

Cisco Voice Applications • Are interoperable and network-based • Allow network operators to expand IP telephony functions © 2004, Cisco Systems, Inc. All rights reserved. – Example: Cisco Conference Connection is an IP-based audioconferencing solution that provides a web-based interface for participants and security for sensitive conferences CSE v 2. 0— 7 -30

Cisco IP Contact Center Enterprise • Is an integrated solution that enables companies to rapidly deploy a distributed contact center • Segments customers • Monitors resource availability • Delivers each contact to the most appropriate resource anywhere in the enterprise • Clear migration strategy from traditional time-division multiplexing (TDM) automatic call distributor (ACD) deployments • Leverages customers current investment to migrate to IP at their own pace © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -31

Cisco IPCC Express • For departmental, enterprise branch, or small- to medium-size companies to deploy an entry-level or mid-market contact center solution • Integrates into Cisco Call. Manager • Delivers sophisticated call routing, contact management, and administration features • Offers ease of installation, configuration, and application hosting • Supports up to 200 agents and 72 supervisor positions © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -32

Cisco Unity • Is a Unified Communications Solution • Helps enterprises improve customer service and productivity by allowing employees to manage messages and calls from anywhere, at anytime, regardless of access device or media type • Integrates with desktop applications, such as Microsoft Outlook and Lotus Notes © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -33

Cisco Unity Express • Is a network module for the Cisco 2600 XM, 2691, and 3700 Series access routers • Provides integrated, entry-level, voice mail, and automated attendant services • Operates under Cisco Call. Manager Express control • Offers a cost-effective voice-mail solution for up to 100 users working in an enterprise small branch office or small business © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -34

Cisco Sales Essentials Human IP Telephony Network Exercise © 2004, Cisco Systems, Inc. All rights reserved. 7 -35

Opportunity Indicator: Multiple Call Centers • Opportunity indicator: – Multiple customer service call centers the use the PSTN to route calls • Cisco IPCC solution: – Improves customer service – Increases the number of transactions – Controls costs © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -36

Opportunity Indicator: Toll Bypass • Opportunity indicator: – Manufacturer that wants to bypass toll calls • Cisco Call. Manager solution: – Improves customer service – Improves productivity – Reduces toll-call costs © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -37

Summary This lesson covered the following main topics: • The definition of IP telephony and the function of technologies that support IP telephony • How IP components replace traditional network components and where to place them in a network map • The features and functionality of the Cisco product series that support IP telephony • Opportunity indicators for IP telephony © 2004, Cisco Systems, Inc. All rights reserved. CSE v 2. 0— 7 -38

Cisco Sales Essentials Cosmopolitan Coffee Case Study © 2004, Cisco Systems, Inc. All rights reserved. 7 -39