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Cisco@Work Case Study:IP Telephony / Extension Mobility Cisco Information Technology November 3, 2003
Overview • Challenge • Not enough desk space for employees in certain locations. Need to support personal phone extensions even if employees use different offices in different cities. • Solution • Provide “virtual” desks and phones instead of “fixed” desks and phones by adding a built-in feature to the Cisco® CallManager software. Allows employees to configure any Extension Mobility-enabled IP phone as their own. • Results • Cisco began a phased deployment of Extension Mobility in EMEA in 2000. Includes 7,600 employees in all 65 locations throughout Western Europe, the Middle East, and South Africa use Extension Mobility. • Next Steps • Deployment to more sites, larger regions.
Challenge—Desk Sharing • Not enough desk space for employees in certain locations • Do not want to rent more office space, especially in high-rent districts. • Make desk sharing practical • Cisco® needed a way for employees to keep their personal phone extensions even if they were not assigned a specific desk to use everyday. • Ensure productivity • Employees need to access their own telephony feature sets, such as speed-dial numbers, and services such as Follow-Me, Personal Assistant, and Unified Messaging.
Solution—Extension Mobility • Built-in feature of Cisco® CallManager Software • Allows employees to sit at any available desk, press the Service Key on the Cisco IP Phone 7960, and log in by entering their CallManager username and PIN. • The phone then instantly configures according to the user’s profile, including direct telephone number and characteristics such as speed-dial information and services. • The administrator uses the CallManager interface to define the phone by adding its MAC address and the URL of the login service. • User profile • The phone retains the user profile until the user logs off or another user logs on. The administrator can specify a maximum logon duration, such as 12 hours, after which phones are automatically logged off. • All IP phones served by a single CallManager cluster • Access from any IP phone* in the CallManager cluster, from desk, co-worker’s office, conference room, or lobby phone. * Cisco IP Phone 7940 and 7960
Results—Cost Savings • Cost savings • The chief benefit of Extension Mobility is the cost savings that arise from office sharing. By not renting additional office space and furniture for every employee, we are saving real dollars. • Departmental budgets • Departmental budgets go further because managers can request “virtual” desks and phones instead of “fixed” desks and phones. By totally eliminating MACs, we are saving hundreds of thousands of dollars each year in our IT budget. The money saved becomes available for other projects. • No additional work added • Total cost of ownership for Extension Mobility is low. The administrative work required to create a user profile is equal to the work required when the user has a dedicated phone. Extension Mobility Architecture
Next Steps—Summary • Deployment to more sites • Presently planning Extension Mobility’s introduction to the Pleasanton, California and Scotts Valley, California campuses. Cisco® will deploy Extension Mobility in Beijing and Shanghai during late 2003. • By early 2004 we will have one Cisco CallManager cluster serving all of Europe, one for the Middle East, and one for South Africa, supporting Extension Mobility. • Cached user IDs • Extension Mobility caches the most recently entered user ID for the convenience of the workers who use the same desk. We would like to see Extension Mobility enhanced to cache several user IDs. • Charge back • Cisco is investigating the business benefits of a telecommunications charge-back model: Each employee’s toll calls (off-net calls) would be billed to their department. Cisco CallManager software and the Extension Mobility feature already have the capability to collect the necessary usage information.
Enterprisewide Extension Mobility • Ultimately, any Cisco® employee will be able to log in to an IP phone in any Cisco office in the world and receive calls from callers who dialed their direct number.
This publication describes how Cisco has benefited from the deployment of its own products. Many factors may have contributed to the results and benefits described; Cisco does not guarantee comparable results elsewhere. CISCO PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Some jurisdictions do not allow disclaimer of express or implied warranties, therefore this disclaimer may not apply to you. Presentation_ID 8 8 8 © 2003 Cisco Systems, Inc. All rights reserved.