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Mark Montañez Systems Engineer Mark.Montanez@cisco.com 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
Mark MontañezSystems Engineer

Mark.Montanez@cisco.com

cisco avvid

Cisco AVVID

ArchitectureforVoice,Video and IntegratedData

agenda
Agenda
  • Communication Trends
  • Cisco AVVID Architecture
  • Migration Strategy
  • Solution Roadmaps
today s networks

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

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
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
The Network Power Shift

Source: Dataquest, 1999

cisco avvid architecture

Cisco AVVID Architecture

F0_4339_c1

9

© 1999, Cisco Systems, Inc.

multiservice strategy
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

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
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
Cisco AVVID Attributes
  • Open, standards-based
  • Rapid application deployment
  • Building Blocks Supporting Cisco AVVID
  • Distributed Architecture
open standards based new world ecosystem
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
Open System Economics Example

Proprietary System (PBX) Per Seat Pricing vs.

Open System (Ethernet Switch) Market Characteristics

cisco avvid attributes15
Cisco AVVID Attributes
  • Open, standards based
  • Rapid application deployment
  • Building Blocks Supporting Cisco AVVID
  • Distributed Architecture
new world user to user
New World User to User

Data

The

User

Ring

Ring

Voice

Video

softphone fingertip features
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

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

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

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

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

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
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
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
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
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
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
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

Network Management

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© 2000, Cisco Systems, Inc.

qpm qos policy manager

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

RME 3.1—Cisco CallManagerDetailed Device Report

System Info

Phone and Gateway

Status

Group Info

cisco avvid attributes34
Cisco AVVID Attributes
  • Open, standards-based
  • Rapid application deployment
  • Building Blocks Supporting Cisco AVVID
  • Distributed Architecture
slide36

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

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
High Availability

99.999%

Not an Issue of Box Redundancy

distributed architecture high availability and scalability

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

Migration Strategies

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© 1999, Cisco Systems, Inc.

three stages of migration

1.

WAN Backbone

2.

Parallel Networks

3.

Converged Network

Three Stages of Migration
cisco avvid product overview

Cisco AVVID Product Overview

2103, 3103

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51

© 1999, Cisco Systems, Inc.

cisco call manager architecture
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

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

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

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

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

Catalyst 4000 IPT Overview

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catalyst 4000 ip telephony
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
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
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
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

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

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

Catalyst 6000 IPT Overview

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catalyst 6000 ip telephony
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
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
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
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
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

Voice Gateways

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cisco call manager architecture65
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
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
Cisco Standalone Voice Gateways

DT-24+

DE-30+

Digital Trunk T1/E1 PRI

VG-200

Analog FXS/FXO

cisco integrated voice gateways
Cisco Integrated Voice Gateways

Catalyst 6000

Cisco

7200-VXR

Cisco AS5800

Cisco AS5300

Cisco MC3810

Cisco 3600

Cisco 2600

Cisco 1750

call manager

Call Manager

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cisco call manager architecture70
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
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

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
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
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

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

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

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

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

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

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

IP Telephones

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cisco call manager architecture82
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
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
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
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
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
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
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
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
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

Telephony Applications

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cisco call manager architecture92
Cisco Call ManagerArchitecture

Legacy PBX

Application Servers

CiscoDirectoryServer

PSTN

Call Manager

Gateway

QoS Enabled Catalyst Switch

IP

Cisco IP Phones

Voice-Enabled Router

softphone

SoftPhone

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softphone overview
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
Phone-under-Glass Look
  • Handset animates to show hook status
  • Handset and keypad can be hidden
softphone modes
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

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

webattendant

WebAttendant

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cisco callmanager webattendant console
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
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
Cost-Effective Tool for Enterprise Attendants and Receptionists to Answer and Greet Callers, then Efficiently Dispatch CallsWhat Is Cisco WebAttendant?
what is cisco webattendant102
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
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

IP IVRIP AA

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application editor and application engine
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
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
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

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

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IPCC

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slide110

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

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
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
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
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

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
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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
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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