Transforming Enterprise Communications with Cisco Unified Call Manager

Transforming Enterprise Communications with Cisco Unified Call. Manager Craig Cotton Sr. Manager, Product Marketing IP Communications Business Unit © 2006 Cisco Systems, Inc. All rights reserved. 1

Cisco Unified Communications System Pricing, Packaging and Financing Channel Partner Tools & Programs Technology Developer Partners Marketing Services Part of the Cisco Business Communications Solution Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 2

Agenda • Cisco Unified Communications Market Update • Cisco Unified Call. Manager 5. 0 • Expanding SIP portfolio Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 3

The Marketplace Has Shifted WW Enterprise Voice Market Total Market $B $16 • Market acceleration • Innovation has moved to IP communications $14 $12 $10 $8 $6 $4 $2 $0 2001 2002 2003 2004 2005 2006 2007 2008 2009 Enterprise IP Telephony TDM/PBX Source: Synergy Research Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 4

Cisco’s Commitment to Voice $25 B 1 in 6 engineers at Cisco working on voice $1 B Voice Cisco’s Revenue Voice. Con 2006 Voice Cisco’s Engineers © 2006 Cisco Systems, Inc. All rights reserved. 5

Cisco IP Communications Momentum M$ 500 • 7. 5 million Cisco IP Phones sold 400 • More than 38, 000 Cisco IP Communications customers 300 • Cisco IP Communications customers include more than 60% of the Fortune 500® 200 • Cisco displacing more than 12, 000 TDM phones every business day 100 0 Q 1 CY 00 Voice. Con 2006 Q 3 CY 00 Q 1 CY 01 Q 3 CY 01 Q 1 CY 02 © 2006 Cisco Systems, Inc. All rights reserved. Q 3 CY 02 Q 1 CY 03 Q 3 CY 03 Q 1 CY 04 Q 3 CY 046 6

Agenda • Cisco Unified Communications Market Update • Cisco Unified Call. Manager 5. 0 • Expanding SIP portfolio Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 7

Cisco Unified Call. Manager 5. 0 Themes • Appliance model Improved installation and upgrades • Administration Enhancements Licensing compliance • Expanding SIP portfolio SIP line side Enhanced networking Presence • Japanese, Chinese, and Korean Character Set Support • Other Enhancements Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 8

Cisco Unified Call. Manager 5. 0 Appliance • Complete hardware software solution • Alternative operating system Improve installation and upgrade Increased security and reliability • Software solution Cisco Security Agent included as with Windows version • Interfaces provide access to system Administration via CLI and GUI Third-party access is through documented APIs • Supported on Cisco MCS servers 7815, 7825, 7835 and 7845 Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 9

Cisco Unified Call. Manager Appliance Benefits • Reduced installation time Software pre-loaded on MCS servers Faster Install time—Less than half the time of CM 4. x to install • Upgrade simplicity Install upgrade while in service Reduced downtime—Less than a quarter of the time • Increased resiliency System locked down to external applications Removes Windows security issues More secure • Software can be loaded on approved HP and IBM server Pre-loaded Cisco MCS server will save installation time Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 10

Appliance Model Installation • Ships with application preloaded • Administrator powers up the system • Provide removable media with network config file or enter via CLI, such as IP Address • Ready for configuration via Cisco Unified Call. Manager GUI • No access to OS is available or necessary No Linux knowledge or training required “When I arrived at training, I believed that we will need shell access to the appliance. After understanding the capabilities of RTMT and CLI, I’ve changed my mind. ” Jerry Steinhauer Senior Voice Engineer, Berbee Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 11

Appliance Model Upgrade • Make a backup of system using Disaster Recovery Framework • Load new version on Publisher - do not reboot • Simultaneously load all subscribers • Reboot Publisher into new partition • Reboot multiple subscribers into new partition on the appliance Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 12

Appliance Management Approach Functionality Approach Fault SNMP Traps—RIS and syslog-MIB E-mail and Pager Notifications Serviceability SOAP Polling Configuration DVD/USB/CLI to configure web access Existing Cisco Unified Call. Manager User Interface AXL SOAP access to DB Performance Serviceability SOAP API Real-Time Monitoring Tool (RTMT) (s)FTP push for CMR records SNMP—Platform Statistics Accounting (s)FTP push for CDR records Diagnostics and Troubleshooting Trace Collection Tool—Syslog/trace files RTMT Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 13

Cisco Unified Call. Manager Command Line Interface (CLI) CLI used for initial set up and troubleshooting Commands include: • Ping, Traceroute • System – restart, poweroff, switch-ver • Show – status, hw, security • Show files – weblog, activelog, install • Show files install XXX • Set password – admin • Set – dhcp, ip, gw, security • Service – list, start, stop • set/get trace levels Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 14

CLI Example Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 15

Licensing Compliance • Cisco Unified Call. Manager licensing compliance for: Devices Application • Device licenses The maximum number of provisioned devices (IP phones, video devices) in Call. Manager database will be tracked and enforced Customer will only be able to support the number of devices they have purchased licenses for • Application licenses Cisco Unified Call. Manager software will be tied to a server via mac address • Licenses will be created and distributed in accordance with Cisco Flex. LM process used for Cisco Unity today Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 16

Administration Enhancements • Administration improvements • Cisco common look and feel • Windows Internet Explorer for access to GUI • Licensing compliance • Administration Improvements Easier and quicker user add and delete Line Improvements—arrange lines on 7914 Copy station Quick password reset Scheduled provisioning (BAT) Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 17

Intelligent Information Network: RSVP Agent Edge router contains an RSVP Agent. This agent is the RSVP signaling proxy for the Cisco Unified Call. Manager Main Office Cisco Unified Call. Manager Remote Office #1 Phone to agent media – not reserved. Voice. Con 2006 RSVP Agent Reserved Path (audio stream) © 2006 Cisco Systems, Inc. All rights reserved. Cisco Unified Call. Manager signaling to RSVP Agents to establish inter-location reservation. RSVP Agent Remote Office #2 18

Agenda • Cisco Unified Communications Market Update • Cisco Unified Call. Manager 5. 0 • Expanding SIP portfolio Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 19

Current Cisco SIP Product Portfolio Cisco SIP Proxy Server Cisco IOS including Voice Gateways, Cisco SRST, Cisco Unified Call. Manager Express 2 -port FXS Gateway Cisco ATA 186/188 Cisco Unified Call. Manager Cisco PIX Firewall Cisco Unity Cisco Unified Meeting. Place Express Linksys Phone Adapter Voice. Con 2006 Cisco Unified IP Phones Cisco Softswitch BTS-10200 and PGW 2200 Linksys IP Phone Cisco Unified Meeting. Place 8100 © 2006 Cisco Systems, Inc. All rights reserved. 20

SIP Phone Support in Cisco Unified Call. Manager 5. 0 Cisco Unified Call. Manager Cluster SIP SCCP 3 rd Party SIP Phone Linksys Phone Adapter (RFC 3261 Compliant) Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 21

SIP: Feature Rich? Absolutely! High 200 150 125 100 75 Fully Feature Transparent with SIP Built 100% on top of IETF SIP standards Cisco SCCP Unified IP Phone Cisco SIP Unified IP Phone 50 Low 25 SIPPING 19 Phone Voice. Con 2006 Enterprise Value # of Features 175 © 2006 Cisco Systems, Inc. All rights reserved. 22

SIP Supported Features— Cisco Unified Call. Manager 5. 0 (page 1) Abbreviated Dialing Softkey Access Codes ACD Ad-hoc Conference AIOD Alternate Automatic Routing (AAR) ANI Annunciator Answer Release Answer Supervision Attenuation/Gain Adjustment Per Device Authentication Authorization Codes Auto-Answer Automated Bandwidth Selection Auto Route Selection (ARS) Voice. Con 2006 AXL SOAP API Call Forward Fixed Barge Call Forward No Answer Billing Statistics Call Forward Off Premise Bridging Broadcast Paging Browse To Onboard Device Statistics Bulk Administration Call Admission Control (CAC) Call Back (Busy and No Reply) Call Blocking Call Connection Call Coverage Call Detail Recording (CDR) CDR Reporting Tool Call Hold/Retrieve Calling Line Identification (CLID) Calling Party Name Identification (CNID) Call. Manager Cluster Call Park Call Pickup (Group) Call Statistics Call Status Per Line (State, Duration, Number) Call Transfer Call waiting/retrieve Call Forward— Configurable Display Class of Service (COS): Call Forward All Calls Comfort Noise Generation Call Forward Busy Conference © 2006 Cisco Systems, Inc. All rights reserved. Codec Support 23

SIP Supported Features— Cisco Unified Call. Manager 5. 0 (page 2) Conference Barge Conference Bridge Resource Directories—Missed Calls List Encryption Directories—Placed Calls List Extension mobility support Conference List and Drop Any Party Directories—Presence Enabled External Alerting Device Directories—Received Calls List External Page Interface Directory Dial From Phone— Corporate FAX over IP G. 711 Pass-through Directory Dial From Phone— Personal FAX over IP G. 711 relay Conference—Drop Last Party Date and Time Display on Phone DHCP Support Diagnostics Dial Access Codes Dial Plan Partitioning Digit Collection Overlap Digit String Analysis Digit String Deletion Digit String Insertion Digit String Stripping Digit String Translation Direct Inward Dial (DID) Voice. Con 2006 Directory Service Direct Outward Dial (DOD) Distinctive Ringing Distinctive Ring (On-net vs. Off-net) Distinctive Ring (Per Line Appearance) Feature Transparency Flexible Station Numbering Full-duplex Speakerphone Grouping for Large “System Management H. 323 Interface (interop) Hands-free (Dialing) Distinctive Ring (Per Phone) Help Access Distributed Call Processing Hold DNIS Hold (Exclusive) Door Phone Hold (System) DTMF Signaling Hot Line © 2006 Cisco Systems, Inc. All rights reserved. 24

SIP Supported Features Cisco Unified Call. Manager 5. 0 (page 3) HTML Help Access From Phone Hunt Groups I-Hold Indication MGCP Support (interop) Immediate Divert to Voice Mail Multiple Calls per Line Multilevel Administration Access (MLA) Multiparty Conference Incoming Call Group Intercept Intercom Intercluster calls Intra-cluster calls ISDN BRI Interface (interop) ISDN PRI Interface (interop) I-Use Indication JTAPI Last number redial LDAP Support Least Cost Routing Meet-Me Conference Message Waiting Indication Voice. Con 2006 Multiple Line Appearances Multiple Trunk Groups Multi-site (cross-WAN) Capability Music-on-hold Mute Off-Premise Extension On Hook Dialing Outbound call blocking Outgoing Call Restrictions Out-of-Band DTMF Signaling Over IP Personalized Ringing Power Failure Transfer Phones © 2006 Cisco Systems, Inc. All rights reserved. Privacy Private Line Automated Ringdown (PLAR) Private Lines PSTN failover Qo. S Statistics per call QSIG (interop) Real-time Event Monitoring Real-time Qo. S Statistics through http Browser to Phone Recent Calls List Recorded Messages Redundancy Repeat Last Number Dialed Ringing Line Preference Saved Number Redial Security Service URL Silence Suppression 25

SIP Supported Features Cisco Unified Call. Manager 5. 0 (page 4) Simplified North American Numbering Plan (NANP) Support Single Directory Number On Multiple Phones Single System Image SIP Trunk SMDI SNMP Softkeys Softphone Speed Dial Station Hunting Station Message Detail Recording (SMDR) Station Volume Controls Survivable Remote Site Telephony (SRST) Syslog Support T 1/E 1 Digital Trunk Interface TAPI Support Voice. Con 2006 Telnet Relay Application Tenant Service Time Zones Toll Restriction Traffic Measurement Transcoder Resource Transfer—Blind Transfer—Direct Transfer—With Consultation Hold Trunk Groups Trunk-to-Trunk Connections Unified device and system configuration Unified Dial Plan User-configured Speed Dial and Call Forward through Web Access Video Voice Activity Detection © 2006 Cisco Systems, Inc. All rights reserved. Voice Mail Interface Voice Synthesizer Volume Control Web Dialer Web Services Access from Phone Wideband Audio Codec Support XML Support 911 Service BRI support (interop) Call Coverage Call Display Restrictions Forced Authorization Codes/Client Matter Codes H. 323 Fast. Start MGCP BRI ETSI BRI Basicnet 3 (user-side only) (interop) Q. SIG Enhancements (interop) Time of Day, Day of Week, Day of Year Routing/Restrictions Toll Fraud Improvements 26

Cisco Unified Call. Manager 5. 0 SIP Line Side Standards Support • RFC 3261, RFC 3262 (PRACK), • RFC 3264 (offer/answer), RFC 3311 (UPDATE)—Basic call, hold and resume, music on hold, distinctive ringing, speed dialing, abbreviated dialing, call forwarding (e. g. 486 and 302 support), meet-me, pickup, group pickup, other group pickup, 3 -way calling (local SIP phone mixing), parked call retrieval, shared line: basic call • RFC 3515 (REFER, also replaces and referred-by headers)—Consultative transfer, early attended transfer, blind transfer • Remote Party ID (RPID) header—Calling line ID (CLID), calling party name ID (CNID), dialed number ID Service (DNIS), call by calling line ID restriction (call by call CLIR) • Diversion header—Redirected number ID service (RDNIS), call forward all activation, call forward busy, call forward no answer • Replaces header—Shared line: Remote resume • Join header—Shared line: Barge • RFC 3265 and Dialog package—Shared line: Remote state notifications • RFC 3265 and Presence package—BLF, missed, placed, received calls lists • RFC 3265 + KPML package—Digit collection, OOB DTMF • RFC 3265 + RFC 3842 MWI package (unsolicited notify)—Message waiting indication • Remotecc—Adhoc conferencing, remove last participant, Conflist, immediate diversion, call park, call select, shared line: Privacy Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 27

Cisco Unified Call. Manager 5. 0 SIP Trunk Standards Support • RFC 3261—Invite, cancel, ACK, 200 OK, bye, re-invite, SIPS URIs, TLS, digest authentication, 1 XX responses, redirection 3 XX, 4 XX, 5 XX and 6 XX response codes • RFC 2833—DTMF • RFC 3515—Inbound REFER (in-dialog as well as out-of-dialog) • RFC 3891—Replaces header (INVITE w/Replaces; REFER w/Replaces) • Draft-ietf-sip-privacy-04. txt—Remote party ID (RPID) header • Draft-levy-sip-diversion-08. txt—Diversion header • RFC 2976—INFO • RFC 3311—UPDATE • RFC 3262—PRACK • RFC 3264—Offer/answer • RFC 3265—SUBSCRIBE/NOTIFY infrastructure • RFC 3856—PRESENCE package • Draft-ietf-sipping-kpml-04. txt—KPML package (Out of band DTMF) • RFC 3842—MWI package (unsolicited NOTIFY) Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 28

Cisco SIP Enterprise Solution Cisco Unified Call. Manager 5. 0 Cisco Unified Call. Manager Express Cisco Unified Call. Manager Cisco Unified Presence Server Local Gateways SIP Network Conf SIP Voice Mail Conferencing SIP Apps Cisco Unified Meeting. Place Soft. Phones Cisco Unity Messaging Voice. Con 2006 CTI Apps Cisco Unified IP Phones (SIP or SCCP) SIP Gateways Conf SIP Conferencing SIP Soft Clients © 2006 Cisco Systems, Inc. All rights reserved. SIP Phones SCCP MGCP H. 323 CTI SIP 29

Cisco Unified Call. Manager 5. 0 Presence Features Busy-Lamp Field (BLF) • Speed-dial buttons • Call history logs • Directory Icon Voice. Con 2006 Description Status Speed. Dial Unknown BLF Speed. Dial Busy BLF Speed. Dial Idle © 2006 Cisco Systems, Inc. All rights reserved. 30

Presence—BLF Speed-Dial Buttons • LED lamp and icon indicate busy/Idle/ unknown state • Call. Manager groups used for restricting access, BLF option provisioned by Call. Manager admin • Alerting state and call pickup not available, provided in future release Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. Busy/Available Presence Indicator 31

Presence—BLF Call History Logs and Directory • BLF-enabled call logs and directory allow users to check line state of others before placing calls • Call. Manager groups used for restricting access Busy/Idle/Unknown Presence Indicator Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 32

Multi-Byte Character Support (Asian Languages) Incoming Call Speed Dials Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. Corporate Directory Directories 33

Cisco Unified Call. Manager Summary • The appliance model is in addition to the Windows platform—Choices for customers and partners • Cisco Unified Call. Manager 5. 0 provides: Appliance model—Easier to install and upgrade Enhanced administration—Less time to administer SIP Line Side Support—Choice for customers that desire a standards-based solution Other enhancements –Chinese, Japanese and Korean character set support + Presence Integration • Cisco Unified Call. Manager 5. 0 was developed to reduce your Total Cost of Ownership! Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 34

Q and A Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 35

Voice. Con 2006 © 2006 Cisco Systems, Inc. All rights reserved. 36