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Mark Montañez Systems Engineer [email protected] Cisco AVVID A rchitecture for V oice, V ideo and I ntegrated D ata Agenda Communication Trends Cisco AVVID Architecture Migration Strategy Solution Roadmaps Cable PBX DSL Dial Voice Mail Desktop Video Voice Web E-Mail

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Mark monta ez systems engineer mark montanez@cisco com l.jpg

Mark MontañezSystems Engineer

[email protected]


Cisco avvid l.jpg

Cisco AVVID

ArchitectureforVoice,Video and IntegratedData


Agenda l.jpg
Agenda

  • Communication Trends

  • Cisco AVVID Architecture

  • Migration Strategy

  • Solution Roadmaps


Today s networks l.jpg

Cable

PBX

DSL

Dial

Voice Mail

Desktop Video

Voice

Web

E-Mail

E-Commerce

Circuits

TDM

IP

H.323

Extranet

H.320

ISDN

Video

Room-Based

Today’s Networks

  • Separate infrastructures for data, voice, and video

  • Voice network not designed to handle future converged data, voice, and video demands

  • Application integration difficult


Internet ecosystem l.jpg

Internet Call Center

DSL

IP Phone

Cable

E-Mail

Web

Network PBX

E-Commerce

Data

Dial

IP

Packetized Voice

Extranet

ISDN

Video

Internet Ecosystem

New World Architecture—HighlyAdaptive, Open, Scalable, and Converged


Service platform forecast l.jpg
Service Platform Forecast

Pre-1997

1997-1998

1999-2000

2001+

VPN

VPN

Voice VPN

VPN

  • By 2002, most intracorporate communications needs (including voice) will be met by multiservice networks

Legacy Data

Enhanced FrameRelay ATM

Frame Relay

Frame Relay

MultiserviceNetwork

TDM

Private ATM

Internet

Public IP

EnhancedPublic IP

Remote Access

Source: Gartner Group, 1998


The network power shift l.jpg
The Network Power Shift

Source: Dataquest, 1999


Cisco avvid architecture l.jpg

Cisco AVVID Architecture

F0_4339_c1

9

© 1999, Cisco Systems, Inc.


Multiservice strategy l.jpg
Multiservice Strategy

Phase

I

WAN

Backbone

II

WAN

Access

III

Multiservice

Gateway

IV

Campus/MAN/WAN Integration

V

Policy-Based

End-End Call

Management

Phase

Primary Focus

QoSCall Management

Layer 1 – 3 Integration

Networked Availability Management

From the Desktop to the WAN and WAN Services

Open

Multiservice

Architecture

Taking the Industry from...

Intranet/

Internet

Telephony

Toll Bypass

to


Cisco avvid an end to end architecture l.jpg

Message

Server

Calendar

Server

Telephony Application

Servers

Internet Application

Technologies

Paging

Server

Management

Policy

Directory

Network Services

Message

Servers

Content

Server

Directory

Servers

Content

Servers

Cisco AVVID— An End-to-End Architecture

Infrastructure

Clients

Applications

SERVICE

SUPPORT

Cisco IP Fabric

Directory

Server

CallManager

Servers

SoftPhone

Video

Platforms

Router

Gateway

Switch

IP Phones

PCs

  • Distributed

  • Adaptive

  • Open

  • Manageable


Cisco avvid system architecture l.jpg
Cisco AVVID System Architecture

Applications

TAPI, JTAPI, SMTP

Distributed

Adaptive

Call Processing

Call Admission,Call Routing

Directory

CallManager

Infrastructure

Cisco IOS® Network Services

Manageable

Open

Gateway

Router

Switch

Clients

Video

Soft Phone

IP Phone

PC


Cisco avvid attributes l.jpg
Cisco AVVID Attributes

  • Open, standards-based

  • Rapid application deployment

  • Building Blocks Supporting Cisco AVVID

  • Distributed Architecture


Open standards based new world ecosystem l.jpg
Open, Standards Based — New World Ecosystem

VoiceMail/UMS

Call Center

Application Servers

PSTN

Meet Me Conference

Gateway

QoS Enabled Catalyst Switch

CallManager

IP

Telekol

Picazo


Open system economics example l.jpg
Open System Economics Example

Proprietary System (PBX) Per Seat Pricing vs.

Open System (Ethernet Switch) Market Characteristics


Cisco avvid attributes15 l.jpg
Cisco AVVID Attributes

  • Open, standards based

  • Rapid application deployment

  • Building Blocks Supporting Cisco AVVID

  • Distributed Architecture


New world user to user l.jpg
New World User to User

Data

The

User

Ring

Ring

Voice

Video


Softphone fingertip features l.jpg
SoftPhoneFingertip Features

  • Two modes

    • Control IP phone

    • Phone on PC

  • Easy feature access

    • Dial by name (777film)

    • One-click conference

  • Dial by directories

    • Personal

    • Company (LDAP v3)

    • Keyboard shortcuts


New world customer experience l.jpg

Agent-Assisted

Help

Smooth

Integration

Customer

Self-Service

Unified Business Rules

Technical

Problem

Resolution

Integrated Response

(E-Mail, Web, Voice)

Highly-SkilledAgents

Online Sales and Support

New World Customer Experience

Comprehensive Customer Care

Satisfied

Customer and User

High Touch,

Live Conversation, High Customer Satisfaction

High Automation Huge Support Savings


New world contact center l.jpg

Cisco IP Contact Center

Customer

VoIP

CallManager

Web

E-Mail

Branch

IP

SoftPhone

IP Phones

Remote Agents

New World Contact Center

Central Site

ICR

Legacy ACD

Legacy ACD

PSTN

LegacyAgents

Customer

Database

Customer


Enhancing productivity l.jpg

Ring

Ring

Ring

Ring

Ring

Ring

Enhancing Productivity

Single Extension Dialing

Single Button Collaboration

Cable

Corporate

Intranet

X 2244

Corporate Office

PSTN

Home Office

Modem

  • Hotel Room

  • CiscoSoftphone

  • ModemConnection

VP Sales Calling

X 2244

X 2244

X 2244


Virtual intelligent assistant l.jpg

uOne

Check MyCalendar

Ring

Ring

Ring

Ring

Ring

Ring

Ring

Cell / PDA

Virtual Intelligent Assistant

If Sister Calls and I Am in a Meeting, Send to Unified Messaging

If It’s the Boss, and I’m Not in a Meeting, Ring Me but Don’t Call Cell

If It’s a Customer, Ring Me Wherever!

IP Network



Application voice quality l.jpg

Only Level Possible

in a PBX

Wideband

PSTN/PBX

G.722

64-256k

G.711

64k

G.729a

8k

G.723.1

6.3k

Application Voice Quality


Cisco avvid attributes24 l.jpg
Cisco AVVID Attributes

  • Open, standards-based

  • Rapid application deployment

  • Building Blocks Supporting Cisco AVVID

  • Distributed Architecture


Domains of qos consideration strong as your weakest link l.jpg
Domains of QoS ConsiderationStrong as Your Weakest Link

Avoiding Loss, Delay, and Delay Variation (Jitter)

CallManager

CallManager

Router

Router

WAN

Multilayer

Campus

Multilayer

Campus

Campus

Not as Critical“Initially”

Must Be Switched

WAN Edge

“A Must”

QoS Starts in the WAN

WAN Backbone

“A Must”

Often Overlooked

or Misunderstood


Three classes of qos tools l.jpg
Three Classes of QoS Tools

Router

VoIP

1

1

V

V

V

3

2

2

1

2

1

SNA

2

2

  • Prioritization

    • Classification + Queuing

  • Slow Link Efficiency

    • Link Fragmentation and Interleave (LFI )

    • Compression, Voice Activity Detection (VAD)

  • Traffic Shaping

    • Speed Mismatches

Data

3

3

3

3


Prioritization tools l.jpg
Prioritization Tools

“Protecting Voice from Data”

Router

VoIP

(High)

1

1

V

V

V

Data

(Low)

PQ

2

2

1

5

3

2

1

1

WAN

Circuit

Data

(Low)

WFQ

3

3

3

3

Data

(Low)

4

4

4

4

QoS Queuing Tools

IP RTP Priority (Point-to-Point Links + Frame Relay)

IP to ATM QoS (Multiple VCs or CBWFQ within VC)

Identifying and Giving Priority to Voice


Slow link efficiency tools l.jpg
Slow-Link Efficiency Tools

Fragmentation and InterleaveNot Needed on Links Greater than 768 kbps

Before

Elastic Traffic MTU

Real-Time MTU

214-ms Serialization Delay

for 1500-byte Frame at 56 kbps

After

Elastic MTU

Elastic MTU

Elastic MTU

Real-Time MTU

Solutions

Point to Point Links—MLPPP with Fragmentation and Interleave

Frame Relay—FRF.12 (Voice and Data Can Use Single PVC)

ATM—(Voice and Data Need Separate VCs on Slow Links)


Traffic shaping when and why l.jpg
Traffic Shaping—When and Why?

Result:

Buffering which Will Cause Delay

and Eventually Dropped Packets

128 kbps

256 kbps

T1

RemoteSites

512 kbps

Frame Relay, ATM

768 kbps

CentralSite

T1

  • 1. Central to Remote-Site Speed Mismatch

  • 2. To Avoid Remote to Central Site Over-Subscription

  • 3. To Prohibit Bursting above Committed Rate

    • What Are You Guaranteed Above Your Committed Rate?


Network management l.jpg

Network Management

1554_08_2000_c2

31

© 2000, Cisco Systems, Inc.


Qpm qos policy manager l.jpg

Catalyst 5000

8510, 8540

WAN

Catalyst 6000

MSFC/PFC

Data

ToS

QPM: QoS Policy Manager

QPM 1.1

Division

Site

HQ

Campus

7500, 7200,

7100, 4500

Catalyst 5000

8510, 8540

  • Enhanced WAN QoS

  • Class-based WFQ

  • dWFQ and dWRED for 7500 VIP cards

  • GTS, CQ, PQ on frame relay interfaces

  • Distributed VIP support

  • Support for ATM interfaces

  • New Device/IOS Support

  • Catalyst 5000, Catalyst 6000

  • 2600, 7100, 7200, 8540

  • 12.0(5)T, 12.0(5)XE

  • Campus QoS

  • Catalyst 5K classification

  • Catalyst 6K classification, queuing, policing

  • Voice QoS

    • Voice over frame relay (FRF.11/FRF 12)

    • IP RTP Priority

    • RSVP configuration

    • Catalyst 6000 queuing

  • Content Networking QoS (NBAR)

  • Web-URL classification

  • Dynamic protocol classification

  • Available in 12.0(5)XE

  • Support for 7100, 7200


  • Slide32 l.jpg

    RME 3.1—Cisco CallManagerDetailed Device Report

    System Info

    Phone and Gateway

    Status

    Group Info


    Campus manager 3 0 voip handset tracking l.jpg
    Campus Manager 3.0 VoIP Handset Tracking


    Cisco avvid attributes34 l.jpg
    Cisco AVVID Attributes

    • Open, standards-based

    • Rapid application deployment

    • Building Blocks Supporting Cisco AVVID

    • Distributed Architecture


    Overview of pbx architecture l.jpg

    Overview of PBX Architecture

    C31-Dave Corley

    36


    Slide36 l.jpg

    Mainframe cabinet

    Voice Path (TDM)

    Proprietary Processor Card(s)

    Signaling Path

    Proprietary

    interface

    Applications (Voicemail/IVR)

    Proprietary TDM Switch Card(s)

    Proprietary

    interface

    Proprietary Line Card(s)

    Proprietary Trunk Card(s)

    PSTN

    Proprietary

    terminals

    Proprietary interface

    Standard interface

    Old World Architecture


    Slide37 l.jpg

    High Availability Server

    Call ProcessingApplication

    Voice Path (TDM)

    Signaling Path

    Standard

    Processor

    Standard OR Proprietary Interface

    Applications Server (Voicemail/IVR)

    TCP/IP

    Network

    IP to PSTN

    Gateway

    PSTN

    IP phones

    and

    PC applications

    Standard

    interface

    Standard interface

    Standard interface

    IP

    IP

    New World Architecture


    High availability l.jpg
    High Availability

    99.999%

    Not an Issue of Box Redundancy


    Distributed architecture high availability and scalability l.jpg

    PSTN

    WAN

    PSTN

    PSTN

    Switch

    Switch

    Switch

    Call Processing

    Cluster

    Call Processing

    Cluster

    Policy Based Management and Support

    Distributed ArchitectureHigh Availability and Scalability

    No Single Point of Failure


    Migration strategies l.jpg

    Migration Strategies

    F0_4339_c1

    41

    © 1999, Cisco Systems, Inc.


    Three stages of migration l.jpg

    1.

    WAN Backbone

    2.

    Parallel Networks

    3.

    Converged Network

    Three Stages of Migration


    Enterprise wan backbone l.jpg

    VoIP/VoFrameRelay/VoATM

    1.

    WAN

    Toll Bypass

    PSTN

    Enterprise WAN Backbone

    PBX

    PBX


    Parallel networks l.jpg

    VoIP+ VoIP/VoFrame Relay/VoATM

    WAN

    2.

    PSTN

    Parallel Networks

    PBX

    PBX


    Converged network l.jpg

    VoIP+ VoIP/VoFrame Relay/VoATM

    WAN

    PSTN

    3.

    Converged Network


    Cisco avvid product overview l.jpg

    Cisco AVVID Product Overview

    2103, 3103

    F0_4047_c2

    51

    © 1999, Cisco Systems, Inc.


    Cisco call manager architecture l.jpg
    Cisco Call ManagerArchitecture

    Legacy PBX

    Application Servers

    CiscoDirectoryServer

    PSTN

    Call Manager

    Gateway

    QoS Enabled Catalyst Switch

    IP

    Cisco IP Phones

    Voice-Enabled Router


    Phone discovery simplify phone deployment l.jpg

    V

    Phone DiscoverySimplify Phone Deployment

    1. Phone Discovery

    2. Provide Power

    Catalyst 6000

    Catalyst 4000

    Catalyst 3524

    3. Provide VLAN

    4. DHCP (Get IP Address)

    • No user intervention required

    • Power and phone configuration can be automatically supplied

    • Works over standard 10/100BaseT Ethernet connections

    • Available for Catalyst inline power modules and inline power patch panel

    • ‘Phone discovery’ feature work-in-progress in IEEE 802.3af standard; standard expected by December 2001


    Catalyst inline power l.jpg

    V

    Catalyst Inline Power

    Catalyst Inline Power—Provides DC Power over Standard UTP Ethernet

    48V DC Power

    Catalyst 6000

    Catalyst 4000

    Catalyst 3524

    10/100 Ethernet without Inline Power

    • Catalyst inline power Ethernet modules:

      • Deployable in Catalyst 6500/6000 series or Catalyst 4006 switch

      • New Catalyst 6000 10/100 modules can be field-upgraded to inline power

      • 48-port 10/100BaseT ports per module (RJ45)

      • Provides power over the same pairs as Ethernet (pairs 1 and 2)

      • Inline power work-in-progress as IEEE 802.3af standard

      • Use Catalyst power patch panel for Catalyst 5000, 4003 and 2900 families


    Catalyst auxiliary vlan l.jpg

    V

    Catalyst Auxiliary VLAN

    This Feature Provides Automatic Phone VLAN Configuration

    Phone VLAN = 200

    tagged with VVID

    PC VLAN = 3

    untagged

    IP Phone: IP Subnet B

    Desktop PC: IP Subnet A

    • No end-user intervention required

    • Extends the benefits of VLANs to IP phones

    • Preserves existing IP address topology

    • Uses 802.1Q technology between switch and phone


    Extending qos to the phone l.jpg

    V

    Extending QoS to the Phone

    This Feature Allows the Extension of the Trusted Boundary to the Phone

    Phone VLAN = 200

    CoS = 5

    PC VLAN = 3

    CoS = 7

    IP Phone: IP Subnet B

    Desktop PC: IP Subnet A

    PC is NOT trusted

    CoS set to 0 (normal)

    CoS = 0

    CoS = 7

    PC is NOT trusted

    CoS set to 2

    CoS = 2

    CoS = 7

    PC is trusted

    CoS = 7

    CoS = 7


    Catalyst 4000 ipt overview l.jpg

    Catalyst 4000 IPT Overview

    1554_08_2000_c2

    57

    © 2000, Cisco Systems, Inc.


    Catalyst 4000 ip telephony l.jpg
    Catalyst 4000 IP Telephony

    • Wiring closet

      • Inline power 10/100 module

        • Automatic IP phone discovery

        • Automatic auxiliary VLAN

      • Auxiliary DC power shelf

    • Network core

      • Access gateway module

        • IP routing

        • Voice gateway

        • Voice network services (DSP farm)


    Catalyst 4000 inline power l.jpg
    Catalyst 4000 Inline Power

    • Supports:

      • Phone discovery

      • Inline power 10/100

      • Auxiliary VLAN

    • Requires:

      • Power entry module

      • Aux. power shelf plus two PSUs

      • Each PSU requires dedicated 110V 15A (220V 10A) circuit

    Auxiliary Power Shelf

    PEM

    Inline Power 10/100


    Catalyst 4000 access gateway module l.jpg
    Catalyst 4000Access Gateway Module

    • Deployable in any Catalyst 4000 chassis

    • Functions as IP router, voice gateway and DSP farm

    • Cisco IOS-based

    • Shares VIC/WIC interfaces with Cisco 2600/3600 series routers

    • Flex slot for high-density analog connectivity for fax machines and speaker phones


    Access gateway module basic ip routing l.jpg
    Access Gateway ModuleBasic IP Routing

    IP WAN

    Catalyst 4000

    • Cisco IOS IP/firewall feature set

    • IP-only routing

    • Cisco IOS QoS features

    • Cisco IOS firewall features

    • DSPs not required


    Access gateway module voice gateway l.jpg

    V

    V

    Access Gateway ModuleVoice Gateway

    H.323

    IP WAN

    Phone, PBX or fax

    Phone, PBX, or Fax

    DSP

    DSP

    H.323

    PSTN

    IP phone

    • Cisco IOS-based

    • H.323v2 between peers

    • Requires DSP option and Cisco IOS IP/FW/DSP plus

    Cisco CallManager


    Access gateway module voice network services l.jpg

    V

    DSP

    Access Gateway ModuleVoice Network Services

    Transcoding

    G.723.1/G.729a

    G.711

    Conference

    G.723.1

    G.711

    G.729a

    Catalyst 4000

    Microsoft NetMeeting

    Cisco7960

    IP Phone

    Cisco CallManager

    • Provides conferencing and transcoding under control of Cisco CallManager

    • Requires DSP option and IP/FW/DSP+ Cisco IOS

    • Co-exists with IP router and voice gateway functions


    Catalyst 6000 ipt overview l.jpg

    Catalyst 6000 IPT Overview

    1554_08_2000_c2

    64

    © 2000, Cisco Systems, Inc.


    Catalyst 6000 ip telephony l.jpg
    Catalyst 6000 IP Telephony

    • Wiring closet

      • Inline power 10/100 module

        • Automatic IP phone discovery

        • Automatic auxiliary VLAN

      • FXS analog interface module

    • Network core

      • Eight-port T1/E1 voice services module

        • Voice gateway

        • Voice network services (DSP farm)


    Catalyst 6000 ipt support l.jpg
    Catalyst 6000 IPT Support

    • Inline power 10/100 Ethernet switch module

    • Eight-port digital trunk gateway

    • 24-port analog station gateway

    • Catalyst inline power patch panel


    Catalyst 6000 wiring closet inline power module l.jpg
    Catalyst 6000 Wiring ClosetInline Power Module

    • 48-port 10/100 Ethernet switch line card

    • Intelligent auto detection of IP phones

    • Provides inline power to IP phones

    • Manageable via SNMP

    • WS-X6348-RJ45V


    Catalyst 6000 wiring closet fxs analog module l.jpg
    Catalyst 6000 Wiring ClosetFXS Analog Module

    • Deployable in any Catalyst 6000/6500 chassis

    • Provides analog connectivity for fax machines, speaker phones, analog telephone sets

    • 24 FXS ports (one RJ21 connector)

    • Uses one IP address

    • Supports fax relay

    • Supports hook-flash blind transfer


    Catalyst inline power patch panel l.jpg
    Catalyst Inline Power Patch Panel

    • For use in any switched Ethernet environment

    • Provides Inline Power to any Cisco IP phone

    • Auto-discovery algorithm to provide power on demand to IP phones

    • Increases availability of IP telephony network via centralized power distribution


    Voice gateways l.jpg

    Voice Gateways

    1554_08_2000_c2

    70

    © 2000, Cisco Systems, Inc.


    Cisco call manager architecture65 l.jpg
    Cisco Call ManagerArchitecture

    Legacy PBX

    Application Servers

    CiscoDirectoryServer

    PSTN

    Call Manager

    Gateway

    QoS Enabled Catalyst Switch

    IP

    Cisco IP Phones

    Voice-Enabled Router


    Vg200 standalone gateway l.jpg
    VG200 Standalone Gateway

    • Second-generation standalone analog gateway

    • Supports up to four FXS/FXO interfaces

    • Uses standard Voice Interface Cards (VIC) from router platforms

    • Voice gateway only; no routing capability


    Cisco standalone voice gateways l.jpg
    Cisco Standalone Voice Gateways

    DT-24+

    DE-30+

    Digital Trunk T1/E1 PRI

    VG-200

    Analog FXS/FXO


    Cisco integrated voice gateways l.jpg
    Cisco Integrated Voice Gateways

    Catalyst 6000

    Cisco

    7200-VXR

    Cisco AS5800

    Cisco AS5300

    Cisco MC3810

    Cisco 3600

    Cisco 2600

    Cisco 1750


    Call manager l.jpg

    Call Manager

    1554_08_2000_c2

    75

    © 2000, Cisco Systems, Inc.


    Cisco call manager architecture70 l.jpg
    Cisco Call ManagerArchitecture

    Legacy PBX

    Application Servers

    CiscoDirectoryServer

    PSTN

    Call Manager

    Gateway

    QoS Enabled Catalyst Switch

    IP

    Cisco IP Phones

    Voice-Enabled Router


    Cisco callmanager 3 0 l.jpg
    Cisco CallManager 3.0

    • Provides call processing intelligence in an IP network-based application

    • Standard HTML access for installation, configuration, and management

    • Pre-installed on media convergence server platforms

    • Provides access to commonly used telephony features, as well as interfaces to third party applications such as Unified Messaging


    Cisco callmanager features l.jpg

    Single-Button Collaboration

    Integrated Voice Compression

    Plug-and-Play Installation

    Distributed Processing

    Web-based Attendant Console

    Automatic Bandwidth Selection

    Call Admission Control

    Standards-Based-Interfaces

    New Convergence Features

    Automatic Phone M/A/C

    Web-Based Administration

    Remote Serviceability

    Performance Monitoring

    Number Portability

    User Mobility (hoteling)

    Web-Based User Directory

    Transparent Off-Premises Extension

    Enhanced

    Features

    Hold

    Transfer

    Call Forward

    Speed Dial

    Direct Inward/outward Dial

    Last Number Redial

    Call Detail Recording

    Automatic Route Selection

    Adhoc Conference

    Meet-me Conference

    Secure Administration

    Toll-Quality Voice

    Legacy

    Voice Features

    Cisco CallManager Features


    Cisco callmanager primary functions l.jpg
    Cisco CallManager Primary Functions

    • Call Processing

    • Signaling

    • Call Control

    • Media Control

    • Features and Capabilities

    • Operations, Administration, Maintenance and Provisioning (OAM&P)

    • Programming interface to external voice processing applications


    Cisco callmanager signaling call media control 5201 dials 5202 l.jpg
    Cisco CallManager Signaling/Call/Media-control5201 dials 5202

    Cisco

    CallManager

    All signaling and media over IP

    2-E.164 lookup

    1-Call

    Setup

    3-Call

    Setup

    4-Alerting

    (Ring)

    4-Alerting

    (Ringback)

    6-Offhook

    7-Media

    Connect

    5201

    5202


    Cisco callmanager signaling call media control 5201 dials 96184321 l.jpg

    PSTN

    Signaling and

    media over IP

    Signaling and

    media over TDM

    Cisco CallManager Signaling-,Call-Media-control5201 dials 96184321

    Cisco

    CallManager

    3-Call

    Setup

    2-E.164 lookup

    VoIP

    Gateway

    4-Call Setup

    5-Alerting

    5-Alerting

    (Ring)

    VG200

    1-Call

    Setup

    7-Media

    Connect

    Dial Access

    Code = 9

    5-Alerting

    (Ring)

    5-Alerting

    (Ringback)

    7-Media

    Connect

    4-Call

    Setup

    7-Media

    Connect

    6-Offhook

    5201

    618-4321


    Slide76 l.jpg

    N+1 Redundancy with Cisco CallManager 3.0

    Cisco CallManager Cluster

    1. Replicated database

    2. Max 6 Cisco CallManagers per cluster

    3. 2,500 phones per Cisco CallManager

    4. 10,000 phones per cluster

    5. Maintains state of where phones are registered

    7. Cluster does not extend across the WAN

    Appear as one Cisco CallManager

    A

    B

    D

    C

    Primary

    Cisco CallManager

    Secondary

    Cisco CallManager


    Cisco callmanager redundancy and system availability l.jpg

    CallManager A

    CallManager E

    CallManager C

    CallManager B

    CallManager D

    DHCP Server

    TFTP Server

    Cisco CallManager Redundancy and System Availability

    5-New load

    (if req’d)

    6-TCP

    Connect

    Register

    (active)

    4-config file

    CM 1 IP = D

    CM 2 IP = E

    CM 3 IP = C

    7-Reg

    request

    8-Register

    acknowledge

    3-TFTP

    request

    1-DHCP request

    2-IP block/TFTP server IP


    Cisco callmanager redundancy and system availability 1 of 2 l.jpg

    CallManager A

    CallManager E

    CallManager C

    CallManager B

    CallManager D

    DHCP Server

    TFTP Server

    Cisco CallManager Redundancy and System Availability (1 of 2)

    9-TCP connect

    (stby 1)

    6-TCP Connect

    Register

    (active)

    10-TCP Connect

    (stby 2)

    TCP KA


    Cisco callmanager redundancy and system availability 2 of 2 l.jpg

    CallManager A

    CallManager E

    CallManager C

    CallManager B

    CallManager D

    DHCP Server

    TFTP Server

    Cisco CallManager Redundancy and System Availability (2 of 2)

    Active CallManager Failure

    Automated IP Phone recovery

    STBY 1

    ACTIVE

    STBY 2

    TCP KA


    Cisco callmanager redundancy and system availability 2 of 280 l.jpg

    CallManager A

    CallManager E

    CallManager C

    CallManager B

    CallManager D

    Cisco CallManager Redundancy and System Availability (2 of 2)

    Active CallManager Failure

    Automated IP Phone recovery

    2-Register

    (active)

    1-Register

    request

    ACTIVE

    4-TCP Connect

    STBY 2

    3-Register

    acknowledge

    TCP KA


    Ip telephones l.jpg

    IP Telephones

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    Cisco call manager architecture82 l.jpg
    Cisco Call ManagerArchitecture

    Legacy PBX

    Application Servers

    CiscoDirectoryServer

    PSTN

    Call Manager

    Gateway

    QoS Enabled Catalyst Switch

    IP

    Cisco IP Phones

    Voice-Enabled Router


    Cisco ip phone 7910 l.jpg
    Cisco IP Phone 7910

    Expected Timeframe: Late Calendar Year 2000

    Two Models: CP-7910 and CP-7910+SW

    • Common areas: hallway, break room, reception,or office cubicle

    • Low-to-medium telephone traffic

    • Single line with call waiting

    • Display area: 2 x 24 inches

    • 10BaseT, single port, or optional


    Cisco ip phone 7910 continued l.jpg
    Cisco IP Phone 7910 (continued)

    • *10/100BaseT, two-port Cisco switch

    • Message-waiting indicator

    • Basic Features: line, hold, transfer, settings messages, conference, forward, speed dial, redial

    • Inline power-compatible

    • Adjustable foot stand (flat to 60 degrees)

    • Basic and optional wall mounting


    Cisco ip phone 7940 l.jpg
    Cisco IP Phone 7940

    Expected Timeframe: Late Calendar Year 2000

    • Transaction type worker office cubicle

    • Medium telephone traffic

    • Two lines: mix directory numbers or speed dial, call waiting

    • Display area: pixel display with dynamic feature access using “soft keys,” additional display area for value-added services and applications


    Cisco ip phone 7940 continued l.jpg
    Cisco IP Phone 7940 (continued)

    • Info key for “on-line” help with features

    • Services key for XML-based information

    • 24 user-selectable ringers

    • Full-duplex hands-free

    • Built-in headset connection

    • 10/100BaseT, two-port Cisco Ethernet switch

    • Inline power-compatible

    • Adjustable foot stand (flat to 60 degrees)

    • Basic and optional wall mounting


    Cisco ip conference station 7935 l.jpg
    Cisco IP Conference Station 7935

    Expected General Availability: 1st Half Calendar Year 2001

    • IP-based full-duplex hands-free conference station

    • Small to medium-sized conference rooms or offices

    • Standard Features

      -Call hold

      -Call transfer

      -Call release

      -Mute

      -Conference (ad-hoc and meet-me)

      -Call park

      -Pick up


    Cisco ip conference station 7935 continued l.jpg
    Cisco IP Conference Station 7935 (continued)

    • 360-degree room coverage - provided by powerful, digitally- tuned speaker and three microphones

    • DHCP for auto address configuration to IP Network

    • Single cable design

    • Simple to install - configures with Cisco CallManager

    • Auto configuration

      - phone number, software images

      and personalized settings


    Cisco ip phone 7960 l.jpg
    Cisco IP Phone 7960

    Shipping Now!

    • Professional, manager

    • High or busy telephone traffic

    • Six lines—mix directory numbers or speed dial, call waiting

    • Display area: pixel display with dynamic feature access using “soft keys”

    • Additional display area for value-added services and applications

    • Info key for “on-line” help with features


    Cisco ip phone 7960 continued l.jpg
    Cisco IP Phone 7960 (continued)

    • Services key for XML-based information

    • 24 user-selectable Ringers

    • Full-duplex hands-free

    • Built-in headset connection

    • 10/100BaseT, two-port Cisco Ethernet switch

    • Inline power-compatible

    • Adjustable foot stand (flat to 60 degrees)

    • Basic and optional wall mounting


    Telephony applications l.jpg

    Telephony Applications

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    Cisco call manager architecture92 l.jpg
    Cisco Call ManagerArchitecture

    Legacy PBX

    Application Servers

    CiscoDirectoryServer

    PSTN

    Call Manager

    Gateway

    QoS Enabled Catalyst Switch

    IP

    Cisco IP Phones

    Voice-Enabled Router


    Softphone l.jpg

    SoftPhone

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    Softphone overview l.jpg
    SoftPhone Overview

    • Standalone or with IP phone

      • Control IP phone

      • Is phone on PC

    • Easy feature access

      • One-click conferenceand transfer

      • Keyboard shortcuts

    • Directory integration

      • Personal and public (LDAP)

      • Dial by name/e-mail address


    Phone under glass look l.jpg
    Phone-under-Glass Look

    • Handset animates to show hook status

    • Handset and keypad can be hidden


    Softphone modes l.jpg
    SoftPhone Modes

    • Controlling IP phone

      • User chooses to control lines on a phone co-located with client PC

      • IP phone terminates media streams

    • Standalone

      • User chooses to control lines on CTI port devices (“virtual”)

      • Client PC terminates media streams (soundcard does I/O)

      • Lines hosted on CTI port device


    Softphone ccm communication and call flows l.jpg

    Compressed Voice Stream

    TAPI

    DSP

    DSP

    Skinny Station Protocol

    = DSP Farm

    Softphone: CCM Communication and Call Flows

    uOne

    Gateserver

    LDAP

    Cisco CallManager

    PSTN

    SoftPhone

    IP WAN

    SoftPhone dials x1111 via TAPI

    CCM receives the dialed number from TAPISRV via CCM CTI

    CCM signals x1111 to connect; Call Completed


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    WebAttendant

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    Cisco callmanager webattendant console l.jpg
    Cisco CallManagerWebAttendant Console

    Insert link to WAC.

    Link to working Web Attendant Console (war-room). Have a WAC 30 button phone an a target 30 button phone for diverting a call.

    Invite customer to dial pilot. WAC 30 VIP rings. Customer asks for John Chambers. Presenter enters first few characters of last name. Observe BLF = inactive line. Drag and drop transfer.


    Why is a generic attendant console function required l.jpg
    Why Is a Generic Attendant Console Function Required?

    • Inbound call-handling alternatives

      • Manual switchboard

      • DID—direct inward dialing

      • Automated attendant

      • Manual attendant console

      • Hybrid of these solutions

    • Manual attendant

      • Courteous, real person

      • Great for customer satisfaction

      • Alternative to auto-attendant/IVR jail

      • Expensive—capital, people

      • Console not scalable—50–100 monitored lines


    What is cisco webattendant l.jpg

    Cost-Effective Tool for Enterprise Attendants and Receptionists to Answer and Greet Callers, then Efficiently Dispatch Calls

    What Is Cisco WebAttendant?


    What is cisco webattendant102 l.jpg
    What Is Cisco WebAttendant?

    • Scale

      • 32 hunt groups per Cisco CallManager cluster

      • 16 hunt group members (DN, user-line) per hunt group

      • Eight assigned call loops (simultaneous calls) per WebAttendant

      • 96 WebAttendants per Cisco CallManager cluster

      • 512 simultaneous calls per cluster on as many 96 WebAttendant clients

      • Monitor call state for 10,000 lines

    • Distributability—associated with any IP phone in cluster

    • Prerequisites—Cisco CallManager 3.0(3) or later at server; Internet Explorer 4.X or later at client; Windows 95, 98, NT 4.0, Windows 2000 client operating system

    • Price: $0

    • Packaging—bundled, downloadable plug-ins


    Cisco webattendant competitive advantages l.jpg
    Cisco WebAttendant Competitive Advantages

    TraditionalAttendant Console

    CiscoWebAttendant

    10,000 Monitored Lines

    50–100 Monitored Lines

    Scale per Console

    512 Simultaneous Calls, 96 Clients

    Scale per System

    Varies

    Triple Call-Processing Redundancy, Auto Fail-Over

    Redundancy

    None

    Price per Console

    $0.5K–$2K

    $0


    Ip ivr ip aa l.jpg

    IP IVRIP AA

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    Application editor and application engine l.jpg
    Application Editor andApplication Engine

    MCS Servers

    • Application engine

      • Executes IP IVR/IP AA flows

      • Executes on an MCS server

      • Windows 2000 server

    • Application Editor

      • Windows application

      • Edit flows anywhere in the network

      • Download flows to any IP-IVR/IP AA

      • Any editor can edit flows on any engine


    Application engine architecture l.jpg

    Today:

    IP IVR

    AutoAttendant

    Application Engine Architecture

    External Services

    Packaged Solutions

    Application Framework

    VXML services

    CiscouOne

    Telephony

    Queuing

    ICM

    Directory Access

    DB Access

    Future:

    Notification Services

    Queuing (ACD)

    Personalized Apps

    Customer Apps

    LDAP

    NotificationServer

    Web Access

    EnterpriseDatabase

    E-Mail

    Paging

    Web Pages


    Ip ivr ip aa packaging l.jpg
    IP IVR / IP AA Packaging

    High-End Package

    Base Package

    Co-resident Package

    (Shared MCS Server)

    NO CALL MANAGER

    NO CALL MANAGER

    MCS-7835

    MCS-7825

    Max Ports 48

    Includes one 24 Port license Key

    Max Ports 30

    Includes one 4 Port license Key

    MCS-7820,MCS-7822, MCS-7825, MCS-7830, MCS-7835

    Max Ports 10

    8 AA Ports

    2 IVR Ports

    Or 10 AA Ports

    No Growth Path

    • IP-IVR SW Keys:

      • 4 Port 12 Port

      • 6 Port 24 Port

      • 8 Port

    IP IVR is licensed per port.

    No per port licenses for IP AA!!


    Ip ivr ip aa deployment l.jpg

    IP IVR

    For higher-density solutions, you can deploy

    IP IVR/IP AA flows on the MCS-7835, which

    scales up to 48 ports and can be installed

    anywhere in your IP network.

    Intranet

    If your company grows beyond the co-resident solution, simply add an MCS application server such as the MCS-7822, which scales Up to 30 ports.

    IP AA

    IP IVR/IP AA Deployment

    Customer

    TDM Access

    For a Small Site IP IVR/IP AA Can be Deployed

    as a Co-Resident Solution with CallManager

    Servicing Both Internal and External Callers

    PSTN

    Internet

    Editor

    IP Voice

    IP Connection

    IP IVR/IPAA

    Cisco CallManager

    TDM Voice

    IP Voice Customer


    Slide109 l.jpg

    IPCC

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    Slide110 l.jpg

    Legacy ACD

    PG

    ICM

    Customer

    TDM Access

    NIC

    PG

    Public Network

    PG

    IVR

    CTI SERVER

    Intranet

    Cisco CallManager

    IP Voice

    TDM Voice

    Call Control

    CTI Data

    IP Agent Phones

    IPCC


    Ipcc with ip ivr and ccs l.jpg

    IP Voice

    TDM Voice

    Call Control

    CTI Data

    IPCC with IP-IVR and CCS

    Legacy ACD

    PG

    ICM

    Customer

    TDM Access

    NIC

    PG

    PG

    Public Network

    PG

    IP IVR

    CTI SERVER

    CCS

    Intranet

    Internet

    Cisco CallManager

    Web Collaboration

    IP Agent Phones

    Web Customer


    Current ipcc features l.jpg

    Summary of Routing Capabilities

    Application-Based Routing and Reporting

    Call-by-Call Routing

    Call Re-Routing based on Wait Time

    Conditional Routing

    Database Call Handling

    Load-Balancing

    Look-Ahead Queuing

    Network Interflow

    Priority Queuing

    Skills-Based Routing

    Summary of Caller Interaction Capabilities

    Automated Attendant

    Caller Entered Digits

    Controlled Busies

    Announcements Based on Real-Time Conditions

    Music on Hold Based on Caller Origin

    Music on Hold Based on Real-Time Conditions

    Visible Queuing

    Summary of Administration Features

    Call Detail Reporting

    Centralized Reporting

    Custom Reporting

    Historical Reports

    Web Based Report Viewing

    Real-Time Management

    Real-Time Information

    Statistical and Graphical Reporting

    Trunks Utilization

    Windows GUI

    Summary of Agent Features

    Agent Statistics on Agent Desktop

    Auto Available

    Auto Wrap-Up

    Auxiliary Work State

    Available State

    Caller Information: ANI, CID, DNIS, CED

    Fully Customizable SoftPhone Application

    Hot Desking

    Log In/Log Out

    Remote Agents

    Screen Pop

    Transfer to Queue

    Unavailable (Work) State

    Wrap Up

    Wrap-Up Codes

    Current IPCC Features


    Future ipcc features l.jpg

    Supervisor Features

    Silent Monitor

    Barge-In

    Agent Help Request

    Change Agent's Skill Group

    Whisper or Coaching

    Data Monitoring

    Integrated Front End— Supervisor functions, Real-Time and Reporting

    Log Out Agent

    CCS Integration

    Collaborative browsing (Chat, Call Back)

    Call Logging

    Call Logging

    Call Recording—Agent-initiated

    Reporting

    Call Detail Recording

    Custom Reports

    Historical Reports

    Other

    Support for Cisco CallManager Fail-Over

    Call Re-Routing Based on Non-Answer

    Agent Zip Tone

    Future IPCC Features


    Cisco call manager architecture114 l.jpg
    Cisco Call ManagerArchitecture

    Legacy PBX

    Application Servers

    CiscoDirectoryServer

    PSTN

    Call Manager

    Gateway

    QoS Enabled Catalyst Switch

    IP

    Cisco IP Phones

    Voice-Enabled Router


    Cisco avvid an end to end architecture115 l.jpg

    Message

    Server

    Calendar

    Server

    Telephony Application

    Servers

    Internet Application

    Technologies

    Paging

    Server

    Management

    Policy

    Directory

    Network Services

    Message

    Servers

    Content

    Server

    Directory

    Servers

    Content

    Servers

    Cisco AVVID— An End-to-End Architecture

    Infrastructure

    Clients

    Applications

    SERVICE

    SUPPORT

    Cisco IP Fabric

    Directory

    Server

    CallManager

    Servers

    SoftPhone

    Video

    Platforms

    Router

    Gateway

    Switch

    IP Phones

    PCs

    • Distributed

    • Adaptive

    • Open

    • Manageable


    Domains of qos consideration strong as your weakest link116 l.jpg
    Domains of QoS ConsiderationStrong as Your Weakest Link

    Avoiding Loss, Delay, and Delay Variation (Jitter)

    CallManager

    CallManager

    Router

    Router

    WAN

    Multilayer

    Campus

    Multilayer

    Campus

    Campus

    Not as Critical“Initially”

    Must Be Switched

    WAN Edge

    “A Must”

    QoS Starts in the WAN

    WAN Backbone

    “A Must”

    Often Overlooked

    or Misunderstood


    Typical enterprise network l.jpg
    Typical Enterprise Network

    Access

    Layer 2

    Server Farm

    Distribution

    Layer 3

    Core

    Layer 3

    Distribution

    Layer 3

    Access

    Layer 2

    WAN

    Internet

    PSTN


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