Presentation on theme: "Cisco Systems IP - Telephony"— Presentation transcript:
1 Cisco Systems IP - Telephony Joachim BaumannCisco SystemsHamburg
2 AgendaCisco AVVID Architecture of Voice, Video and integrated Data Cisco IP – Telephony vs. PBXCisco Call Manager 3.3 CallManager Features, IPMA, Attendant Console, Cisco IP – Phones, Deployment, Redundance – Availability IP – Telephony InfrastructureCisco Call Manager Applications Cisco Conference Connection Cisco Unity Cisco Personal Assistant
3 Cisco AVVID System Architecture Distributed ManageableAdaptive OpenApplicationsTAPI, JTAPI, SMDICisco UnityCisco IPCCCall Admission, Call RoutingCall ProcessingDirectoryCallManagerGatewayRouterSwitchInfrastructureCisco IOS® Network ServicesCisco AVVID Architecture slide - displays the classic 3 layers of bearer channel processing in the infrastructure layer, the processing layer denoting Call Manager, and the Application layer where Contact Center and Unified Messaging reside. The key messages are:Applications are physically independent from Call processing and physical voice processing infrastructure, that is they may reside anywhere within your networkCall processing is physically independent from the infrastructure thus you can have a call manager in Chicago processing call control for a bearer channel in San FranciscoThe Infrastructure can support multiple client types, hard phone, soft phone, and in the future video...ClientsPCIP PhoneVideoSoftPhoneWireless
4 Basic Call Processing IP WAN PSTN 1111 Dials 2222 Call Manager VM/UM SetupCallManagerIP WAN3-Ring3-Ringback2-E.164 lookup11114-Offhook4-ConnectRTP StreamRouter/GWPSTN2222
5 IP Telephony Architecture IP Telephony Replaces PBX ArchitectureCall ProcessingCiscoMCS 7800Series ServerSwitchingLineConnectionsEthernetLAN SwitchIP Phones/SoftphoneClientsTrunkConnectionsVoice-EnabledRouter or Gateway
12 CallManager 3.3-Productivity/Functionality IPMA (cont’d) Elements (cont’d):IPMA is redundant CTI/XML-based serviceScalability – max 1,250 manager-assistant pairs per cluster1 Assistant- 5 ManagersSecondary assistant failoverManager/assistant profile configurationCall filtering exampleImmediate divert/transfer by assistant to voic exampleManager activity monitoring by assistant exampleManager call handling by assistant exampleAssistant Console View
13 CallManager 3.3-Productivity/Functionality IPMA Assistant Console MyManager Monitor Active only if the assistant is serving the manager, else grayed out.View manager feature status like – “Do Not Disturb”, “Divert All”, “Assistant Watch”, “Filter Calls”, “Filter Mode”.View the calls on the manager line.Intercom the manager.Change manager features like DND, Divert All and filter.
14 CallManager 3.3-Productivity/Functionality IPMA Manager Feature – Phone Display Displayed on the call plane and when there are no calls on the phoneDisplays feature status for Assistant Watch, Assistant Selection, Filter, DND, and DivAllView the call being handled by the assistant on your behalfNEW DisplayAssistant Call Status – Information on Call at the AssistantFeature Status – Status of features Filter, Assistant Availability, DND, SACNEW softkeysIntercept – Manager can intercept calls to AssistantImmediate Divert - Manager can divert call immediately to configured targetSend all calls – Send all calls to configured target – can be activated even when on a callDo not Disturb – Disable RingerSet Watch – Watch calls at Assistant’s PhoneTransfer to Voice Mail
15 Attendant Console Operation— Client GUI Summary Drag-and-drop hold, transferLine statesIdle lineInbound callHoldBusyUnknownDirectory PaneSearch by first, last name or departmentSortable columnsFully localized GUIAll Cisco CallManager 3.2 supported languagesLine State Services:Functionality same as the old TCDKnown bugs fixed in CallManager as well as CCMACInitial Line State not available in CCM 3.1(x)NOTE: Uses UDP to send updates to clients (will not work across NAT)
16 New Features Fully configurable, browser independent user interface Directory can be sorted by department, first or last nameClient can control as many lines as configured on IP phone device (including lines on 7914)Fully customizable keyboard shortcutsContext sensitive icon based call control iconsConsult transferCall Park (only when using CallManager 3.3)Ad hoc conferencing
18 Cisco Portfolio of IP Phones and Analog Adaptors/Gateway Cisco IP Phone 7960G145X100 pixel, grayscale display4 soft keys6 programmable line keysHigh quality speaker phoneLine/local power2-port Ethernet switchSupports/enables XML apps.Cisco IP Phone 7940G145X100 pixel, grayscale display4 soft keys2 programmable line keysHigh quality speaker phoneLine/local power2-port Ethernet switchXML applicationsCisco IP SoftPhoneWindows-based IP phone clientPhone control and standalone modesVPN client supportUSB handset supportIntuitive user interfaceCisco IP Phone 7910G and 7910G+SW2x24 character display6 feature keysSingle lineLine/local power7910G+SW has a 2-port Ethernet switchCisco VG248 Analog Phone Gateway48 FXS PortsSingle 10/100 port, single PSU2 RJ-21 Telco connectorsFax and modemLegacy voic (SMDI)Fully featuredCisco IP Conference Station 7935High quality, state of the art speakersHands-free conference phoneStandard featuresCisco IP Phone 7905G192x64 pixel, monochrome display4 soft keysLine/local power1 RJ-45Single lineCisco ATA 186/1882 FXS Ports1 RJ-45 10BaseT uplink (Cisco 186 ATA)1 RJ-45 10/100BaseT data port (Cisco ATA 188)
19 79xx – ‘High End’ Phones Model 1 Model 2 Model 3 Mono touch screen ¼ VGA5 soft keys and 1 ‘mode’ key8 illuminated programmable line keysExternal speaker and mic jacksFull-duplex speaker phoneLine/Local power2-port Ethernet switchModel 2Colour touch screen ¼ VGA5 soft keys and 1 ‘mode’ key8 illuminated programmable line keysExternal speaker and mic jacksFull-duplex speaker phoneLine/Local power2-port Ethernet switchModel 3Inbuilt video cameraColour touch screen ¼ VGA5 soft keys and 1 ‘mode’ key8 illuminated programmable line keysExternal speaker and mic jacksFull-duplex speaker phoneLine/Local power2-port Ethernet switch
20 Cisco 7920 – 802.11b Wireless Handset NTE List Price: $599 USDCompatible with 340/350/ b DS Access Points. Voice QoS + VLAN support.6 DN’s/Speed Dials, Call Hold, Call Transfer, 3-way Conference Calling, Call Park, Call Pick-Up, Call Forward, Call Waiting, Calling Name / Number DisplayMinimum 4x16 display, Li-Ion battery, full accessories – Charging cradle with USB.LEAP authentication, encryption, roaming, handover, G.711/G.729A/etc.450 character paging/messaging, directory services (LDAP), XML support, Data Services via USB.
21 Cisco IP SoftPhone 1.3IP SoftPhone caveotsIf using NT security, requires NT domainwin 95,98 requires print and file sharing to be onAvvid directory-based security early test cycle- does not require either.Call InitiationUsers will be able to initiate calls in many ways:Double-click on a directory entry.Drag a directory entry onto a “line block” (area of the dialog representing a line appearance).Select an address from a drop-down list of recently dialed addresses (redial).Start typing in the upper text field of an idle call block and press Enter or hit the "Dial" button.Addresses will not be limited to E.164 format; any address that is valid in the AVVID will be allowed.Call ReceptionUser’s should be able to answer calls manually by hitting a shortcut key combination , clicking on a button on the screen or making a collocated phone device go off-hook. They should also be able to configure the SoftPhone to automatically answer the phone.When the SoftPhone is in Standalone mode, the user should be able to select a customized greeting recorded in an audio file to be played to the caller upon going off-hook.Caller IDSince the time a call is being offered, all Caller ID information will be displayed for the call. This information will include caller address (phone number), name and number dialed.Call DeflectionThe user will be able to “deflect” a call to voice mail or to another destination while the call is being offered to him/her. A list of the most recently used destinations used for deflecting will be available for the user to choose from.Windows-based IP Phone client for Cisco CallManagerTake your work extension with you on the road, even if connected with VPN client over the Internet
23 Distributed Call Processing Deployments Overview CallManagerclusterApplications (VMail, IVR, ICD, ...)ApplicationsCallManagerclusterPSTNBranch AGKIP WANHeadquartersCallManagerclusterGatekeeperApplicationsCallManager and Applications located at each siteUp to 30,000 IP Phones per site100+ sitesTransparent use of PSTN if IP WAN unavailableBranch B28
24 Centralized Call Processing Overview Applications (VMail, IVR, ICD, ...)SRST-enabledrouterPSTNCallManagerClusterBranch AIP WANHeadquartersCallManager at central siteApplications and DSP Resources can be centralized or distributedSupports up to 30,000 IP Phones per cluster (CM 3.3 = 5,000)Call Admission Control (limit number of calls per site)Survivable Remote Site Telephony for remote branchesBranch B28
26 High Availability Distributed application processing WANPSTNDistributed application processingNetwork fabric resiliency and redundancyNo single point of failureMultiserviceWANCampusCallManager ClustersCallManager ClustersCatalystWiring Closet
27 X System Redundancy CallManager Clustering Network Design IP WAN A E B SwitchesRoutersEnd User PC100M EthernetNetwork Design
29 Cisco Voice Gateways Catalyst 6000 Catalyst 4000 Cisco 7200-VXR Cisco AS5400HPXICS 7750Cisco AS5350Cisco 3700Cisco 3600Cisco 2600Cisco 1750One of the benefits of AVVID to our customers is the range of products that include Gateway function.The non-routing gateways which are the VG200, the DT-24+ and the DE-30+ are shown on the lower range on this slideThe routing gateways from the 1750 up to the 7200 are shown in the middle range.The integrated gateways from the ICS 7750 to the Cat 6K family are shown on the top range of this slide. With the annoucnement of the Access Gateway Module for the Cat 4K this month the ICS 7750, Cat 4000 and Cat 6000 can all have integrated routing and gateway function.Cisco VG200ATA-186VG248
30 VoIP Gateway CCM switchover & redundancy T1/E1 Interface T1-CAS, PRI, E1-R2VIC ports -- FXS, FXO, E&M, or BRICaller ID and Analog DIDVoice Codec SupportG.711, G.729(A, B, AB), G.723.1, G.726Features supported since XA (Jun 2001)CCM switchover & redundancySupplementary servicesMGCP support for FXS/FXO interfacesOut-of-band DTMF relay
32 Campus Infrastructure Automatic Subnet Placement and In-Line Power Phone VLAN = 110PC VLAN = 10IP802.1Q/pIP Phone:Desktop PC:Catalyst Multiservice Port Provides Automatic Phone VLAN Configuration48V DC Power10/100 EthernetIn-line power on Catalyst® Switches4 Wires
33 Cisco Applications CCC, Unity, Personal Assistant
34 Schedule a Conference Simple Menu Options One page Conference Setup Hide conference for PrivacySchedule Recurring ConferencesThis is the Add Conference screen. Notice the simplicity.Note the Repeat Options.A conference owner (e.g. the individual who sets-up the conference) may choose to either allow a conference to be seen by others as a part of the scheduled conference listing or if privacy is a concern these can be hidden.Hidden conferences are also kept hidden on the Cisco IP Phone Services key from all but the conference owner. If a conference is not hidden, it is viewable by all who subscribe to the Cisco Conference Connection Service.
35 Cisco Conference Connection Audio conference server with web-based schedulerDial in to single numberCisco IP phone services conference entryUser accounts synchronized with CallManager LDAP directory profilesSupports up to 100 portsCisco Conference Connection is a meet-me audio conference server for scheduled conferences.Audio conferencing increases the effectiveness of meetings. Participants may reside in distant locations or be traveling. Location is no longer an impediment to effective meetings. This reduces travel time and costs and provides for better and faster decisions. All this is done while minimizing the disruption to individual schedules. Even within a single corporate campus, participants can increase their efficiency frequently participating in meetings from their desk. Specialized applications include:service calls, field sales, training, corporate announcements (internal and external)Conference owners use an intuitive web interface to schedule calls.Conference participants dial into a single number, enter a meeting ID and are then joined into the conference.Cisco IP Phone Services may also be configured so users can enter a conference at the touch of a button from their IP Phone.Cisco Conference Connection supports up to 100 ports. Ports may be divided among any number of participants. All may be in one large conference call or multiple smaller conferences may be planned.The number of ports required is application dependent. However, one standard guage is to assume one conferencing port is required for every 20 phones (includes phones in conference rooms, reception areas, etc.)Cisco Conference Connection is IP based and integrates with CallManager. Yet as with Cisco IP Phones, conference participants need not be IP based. Connectivity is universal.Cisco Conference Connection user accounts are synchronized from CallManager which uses LDAP directory profiles.Offered as an option on a dedicated Cisco MCS , MCS or Compaq DL320 and DL380.
36 Cisco Unity Communications Solutions Cisco Unity Voice MessagingIP Voice MessagingUpgradeable to Unity Unified MessagingSupports Cisco CallManager and/or several legacy PBX integrationsCisco Unity Unified MessagingFull-featured Unified Messaging (UM) solutionSupports Cisco CallManager and/or several legacy PBX integrationsCompatible with MS Exchange 5.5 & 2000Will be compatible with Lotus DominoCisco Personal AssistantPersonalized call routing rules with call screening and “follow-me”Speech enabled voic access, name dialing, and ad hoc conferencingIP Phone Productivity Services for access to calendar, , voice mail, & contactsIt is easiest to break down the Cisco Unity product line into voice messaging solutions and unified messaging solutions.
37 Cisco Unity ViewMail for Outlook Delivers Talk about the unified access to messages. Again emphasize on UM. If you have a demo this is a great place to do it!Leverages what users already knowCompose , voice, and fax, from a single interfaceForward voice with text, text with voice
38 Cisco Personal Assistant 1.3 Enhanced Productivity Route calls by user-defined rulesTime of dayCalendarWho the caller isForward calls to user-defined phone numbersSingle numberSeries of numbers (i.e., office, mobile, or home)Follow me (forward all calls now)Screen callsSelect which calls to accept in real timeRoutingMS Exchange 5.5 and Exchange 2000 are the two supported calendars. Other calendars will be added in the future.Categorize your callers into groups, like a “buddy list.”Highest priority always goes to cellular phone.Another group might always go to voic .Tell PA what series of numbers to which to forward callsPA will call the designated first number, if the user doesn’t pick up after a specified number of seconds, PA will try the 2nd number, etc.A user might have a group of regular numbers that includes office, cellular phone, home office.A user might have a second group of contact numbers that includes a remote office number and hotel number.User can specify phone numbers, voic , pagerCall PA and say “follow me” – PA will forward calls to the phone the user is on. The user can also specify another “follow me” number and number of days to forward.Call ScreeningPlays spoken names from corporate directoryPlays phone number of outside callersOutside callers with blocked caller IDs are asked to state their names
39 Cisco Personal Assistant 1.3 User Web Administration What days do I want to run my rules?The look and feel of the user administration screens follows CallManager standards and incorporates feedback from usability studies.This administration page is used to decide what rule-sets should be applied.In the screen capture, the user has activated a rule-set for regular workdays and a different for working remotely on Thursday. The user has also activated a “vacation” rule-set for a date range. Rule-sets activated for a date range take precedence over rule-sets activated for days of the week.
40 Cisco Personal Assistant 1.3 IP Phone Productivity Services Log in to any IP Phone* in CallManager cluster for accessFrom any desk, co-worker’s office, conference room, or lobby phoneLogin using same user ID and password/PIN as CallManager, Extension Mobility, Unity*Cisco IP Phone models 7940 and 7960
41 Cisco Personal Assistant 1.3 More IP Phone Productivity Services MailViewAccess and Cisco Unity voice mail from any IP Phone in the clusterContacts SynchronizationSynchronize personal address book with existing contact listsMailViewAccess all and voice messages within InboxVoice mails from Exchange Server streamed from Web server to IP PhoneIP Phone Services Web server uses the same mechanism as an client on a PC or the PA server to access the message store.Through PC synchronization, PDAs can display the same information but can only be updated when actually docked or otherwise connected to the network.Contacts SynchronizationSynchronize personal address book stored in LDAP directory with contact lists in Exchange Server.Synchronize personal address book with MS Outlook clients on PC using synch application available with Cisco CallManager 3.1+When PDA syncs with PC, it also obtains Personal Contact entries.Rule-set ActivatorActivate Personal Assistant rules from IP phone, web interface, or via speech recognitionApply rules to specific days or date rangeRule-set ActivatorFor call routing rules
43 Provisioning and Reporting ManagementProvisioning and ReportingElement ManagementProvisioning: BAT (IP phones), CVM (network), QPM PRO (QoS)Reporting: ARTCW2000: RME 3.2, Campus Mgr 3.1Inline powered switches, CCMHandset trackingCCM topology displayFault DetectionPerformance AnalysisVoice Health MonitorPro-active fault detectionReal-time status reports on CCM, GWs, AppsIPM 2.2Real-time data on delay, jitter,...Generate alarms based on perf. thresholds
44 Security Internet IP WAN PSTN CallManager Endpoints CCM Firewall Minimize Win2K servicesApply NTFS securitySecure IISLock down SQLCallManagerAUse separate addressing for voice and dataRFC1918 is preferredEndpointsAllow only call control, LDAP, managementControl source addressesCCM FirewallSecure access (TACACS+, SSH, Radius)Use VLANsUse IP filters between voice and data networkCampus NetworkNo NAT across InternetIOS DoS toolsUse sensorsOutside WorldInternetIP WANPSTN