Download - Cisco X Factor 9.x Updates & More

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

Kevin Mayo SA East – CCNP/DP/VPJames Sohotha SA West - CCVP

Cerium X factor Update


Today’s Agenda

Time Topic Presented by

8:00-10:30

9.X Update DEEP DIVE Kevin Mayo

James Sohotha

Cerium Networks

10:40-11:40

Security John Whalen

Todd Montgomery

Cerium Networks

Cisco Systems

11:50-12:50

Route/Switch Updates Derek Simmelink Cisco Systems


Cisco Unified Communications 9.XProduct Portfolio

• Cisco Unified Communications Manager 9.0• Cisco Emergency Responder 9.0• Cisco Enhanced Survivable Remote Site Telephony• Cisco Prime Unified Communications Management Suite 9.0• Cisco UC Gateway Services Application Programming Interface

(API)• Cisco Unified Attendant Consoles• Cisco Unified Border Element• Cisco Unified Survivable Remote Site Telephony• Cisco Unity Connection 9.0• Cisco VG Analog Gateways• Cisco VG350 High Density Analog Gateway


What We Heard from Customers• Users need:

Consistent experience and choice of devicesBetter options for transparent mobilitySimplicity

• IT need:Easier interoperability optionsAlign capabilities with user requirementsEfficient and simplified management and deployment tools

• CxO need:Reduced cost of ownership (acquisition and operation)Drive better collaboration experiences in house and outProtect and leverage current investments


Cisco CollaborationComprehensive Portfolio of Applications, Solutions, and Services

Unified Communications

Customer Collaboration

TelePresenceCollaboration Applications

CLOUD

ON PREMISE


Cisco Unified Communications The Heart of Cisco Collaboration

On Premises CloudHybrid

Cisco UnifiedCommunications

Manager

Applications

Endpoints


Cisco Unified Communications Manager Uniting Applications and Endpoints

On Premises CloudHybrid

Cisco Unified Communications Manager

VoiceVideoSecurity

Messaging

Presence

Session Management

Mobility


Cisco Unified Communications 9.0Key Benefits

FlexibilityBridging Systems

Investment Protection

Video

Security

Presence

Mobility

Messaging

Voice


Cisco Unified Communications 9.0Flexible (Fits Your Business)

• User centric licensing & management

• Consistent experience across devicesJabber feature parity

• Enhanced MobilityNew fixed mobile convergence options

• User account mixAdd locally configured and LDAP synchronized User accounts to the same cluster


Enterprise License Manager (ELM) Enterprise-wide management of all your UC licenses

• Simple, free (part of Unified CM 9.0)

• User license management, reporting, compliance

Consolidation, Movement, True-Ups, Electronic Fulfillment

• Multiple applications/clusters

• Unified CM, Unity Connection, IM, Presence


UC 9.0 Licensing Model

$125 $210 $295 $325 $415 $500$40

UCL Enhanced

UCL Basic

CUWLStandard

UCL Advanced

CUWLProfessional

CUWL Premium

UCL Essential

Video

Messaging

Web Conf.

Jabber Desktop

Jabber Mobile

Full Collaboration Workers

Knowledge / Executive /Road Warrior requiring most advanced

UC functionality access via multiple devices and real time collaboration

Hybrid WorkersSolutions for individuals that need

to stay connected synchronous and asynchronous and occasionally

from more than one work location

Desk-Bound & Shared Workspace Workers

Solutions for individuals that have basic UC needs (Single Device) and work from

company provided office locations (shared or dedicated)

Cisco Confidential 12© 2012 Cisco and/or its affiliates. All rights reserved.

Enterprise License Manager (ELM)


ELM Applications• Dashboard View of Licensing and License Usage

• License Fulfillment

• Migrate Licenses Using License Wizard

• Upgrade Licenses using License Wizard

• Add Licenses Wizard

• Generate License Requests

• Install Licenses


Cisco 9.0 EnhancementsELM Dashboard


What is Enterprise License Manager (ELM)?• New central license management service in 9.0. Comes with every

CUCM and Unity Connection (CUC)

• Licenses now hosted and managed by ELM, NOT individual products

• ELM can run on a separate server or co-resident with CUCM and CUC

• ELM tracks the "feature usage" of each product registered for license management and then evaluates the overall license status of the features under use

• Based on the feature usage evaluation and the availability of licenses for the features, each product is notified of its license status i.e., whether or not the product is in compliance or ‘overage’

• UC products (CUCM, UC, BE5K, BE6K) are supported in 9.0 as well IM&P via UCM and HCS


ELM – Architecture Overview

Lic Mgr API

Cluster 2Cluster 1

Unity Connection

Lic Mgr APILic Mgr

API

Enterprise License Manager (ELM)

New centralized License Manager serves a common pool of license rights to all supported products as well as provide enhanced licensing capabilities such as tiered license substitution and overage

UCM moving from DLU (device) based licensing to User based licensing (CUWL and UCL)

New License Mgr API facilitates product license requests and communication with License Manager

HTTPS

Cisco Back Office

www.cisco.com/go/license

Electronic and manual license delivery

License Manager interfaces to Cisco licensing backoffice to acquire and manage customer licenses.


Enterprise License Manager (ELM) – Dashboard Wireframe Mock-up


What Happens During Overage Mode? • Each product determines how they enforce overage mode

• For UCM, the overage period is limited to 60 days. Upon expiration, The system WILL remain operational with provisioning restrictions

Additional users and phones can not be provisioned

Existing users and phones can not be de-provisioned

• For CUC, the overage period is limited to 60 days. Upon expiration,The system will no longer be operational

No voicemail may be left or retrieved

• Upgrading does not reset overage

• Rebooting can extend expiration by 1 day


License Synchronization• The ELM will periodically query the license usage of each product

– once a day by default.

• License usage information for all products will be totaled and compared against the installed licenses to determine compliance.

• License synchronization can occur on demand as well.

EnterpriseLicenseManager

Product (CUCM or CUC) ELM

Client

License Sync Request/ResponseLicense

Usage

CCM


Tiered License Substitution• Licenses will be structured such that the higher tiered (more

expensive) licenses will include all capabilities of the lower tiered licenses below it (progressive, a.k.a. ‘Russian doll’ license model)

• If the quantity of a license the products require is not available, the ELM will substitute higher tier licenses if they are available

• Substituted license information will be available in the ELM reports

• When additional licenses become available (e.g. additional licenses purchased) higher-tiered licenses will automatically no longer be substituted


Cisco Unified Communications 9.0Investment Protection

• Built-in assisted service capabilities

Hunt Pilot QueuingOne Button to record

• Simplified administrationOptimized end user management & configurationEnhanced E911 for remote workers

Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 22

Simplified Administration


Simplified, User-Centric Administration

• Focus on tasks, and usersNot devices

• Easy, simple, self service interfaceCustomizable by IT

• Define once, apply to allSNR, Phone Service, Remote Destination, Coverage Paths, Call Forwarding, Alternate numbers, Personal directory, etc…

• Native with Unified Communications ManagerAt no additional cost


Hunt Pilot Queuing


Hunt Pilot Queuing

Unified CM

• Queue (hold) callers while they wait for an employee to become available

• Play Announcements & Music in Queue

• Longest call waiting distribution

• Login/logout of queues and view queue information on Cisco IP Phones

• Enhanced call detail records and monitoring tools

• Enhances Unified CM Hunt Group feature

“Thank you for calling”

“Your call will be answered in the order in which it was received”

“Please hold a moment”


Terminology & Definitions• Hunt Pilot – a special type of

directory number used to distribute calls to Cisco IP Phones.

• Queue – parking lot where incoming Callers wait to be connected to Hunt Members

• Hunt List – a logical group of one or more Hunt Members eligible to receive calls.

• Hunt Member – any DN eligible to receive hunt pilot calls.

• DN - directory number assigned to one or more Cisco IP Phones.

Hunt Pilot - 1000

Hunt List

Hunt MemberDN - 1111

Hunt Member

DN - 2222

Queue

1111 2222


Typical Call Flow1. Customer dials Hunt Pilot

2. Unified CM determines which Hunt Members are eligible to receive the call by examining the Hunt List

3. Available Hunt Members are selected based on the hunting algorithm

4. If a Hunt Member is available, the Customer is connected

5. If no Hunt Members are available and queuing is enabled, the call is held in queue

6. When a hunt member becomes available, the Customer call is connected

Hunt Pilot - 1000

Hunt ListHunt

MemberDN - 1111

Hunt Member

DN - 2222

Queue

1111 2222

Customer

1

2

3 3

4 5

6


Hunt Members & Hunt Lists

• Hunt Lists can be assigned to one or more Hunt Pilots

• Hunt Members can be assigned to one or more Hunt Lists

• Multiple combinations of assignments is supported

Hunt Pilot 1000

Hunt List 1Hunt

MemberDN - 1111

Queue

Hunt Member

DN - 2222

Hunt Pilot 2000

Hunt List 1Hunt

MemberDN - 1111

Queue

Hunt Member

DN - 2222

Hunt Pilot 3000

Hunt List 2Hunt

MemberDN - 1111

Queue

Hunt Member

DN - 3333

Hunt Pilot 4000

Hunt List 3Hunt

MemberDN - 1111

Queue

Hunt Member

DN - 4444


Queued Caller Selection

• Callers are distributed to hunt members based on the longest caller waiting in queue

• When the hunt member is eligible to receive calls from multiple hunt pilot queues, the longest caller waiting across all eligible queues is routed to the hunt member first

Hunt Pilot: 1000Longest call waiting: 2 minutes



Longest Caller

Waiting


Hunt Member Selection• Hunt Members are selected to receive calls based on the

algorithm selected by the Administrator. Available algorithms include:

• Longest-Idle – selects the hunt member who has not received a hunt call for the longest amount of time.

• Circular – selects hunt members based on the order in which they appear in the hunt list; starting with the first member. When the next call is received, the next hunt member listed is selected.

• Top-Down – always attempts to select the first hunt member and continues attempting hunt members based on the order in which they appear in the list.

• Broadcast – selects all hunt member devices simultaneously for each call.


Hunt Pilot ConfigurationQueuing is enabled for each individual Hunt Pilot


Hunt Pilot Configuration• Maximum number of callers in queue – configurable from

1-100 callers in queue, default is 32.When queue is full, next caller can be routed to a secondary number or disconnected

• Maximum Wait Time – configurable from 10-3600 seconds (or 1 hour), default is 900 seconds (or 15 minutes)

When max wait timer is reached, caller can be routed to a secondary number or disconnected

• No Hunt Members Logged-In or Registered When no members are logged in or hunt member devices are not registered, caller can be routed to a secondary number or disconnected

• Secondary numbers may be a simple DN, voicemail DN, shared line DN, or another Hunt Pilot DN (with or without queuing enabled)


Announcements & Music/Tone on Hold• Announcements can be played to both callers on Hold

and/or callers in Queue

• MOH Sources can be assigned to any directory number

• Unicast/Multicast MOH options are supported (same options available in previous releases)

• Unified CM includes two sample announcements:Initial Announcement – Welcome message, typically played oncePeriodic Announcement – Holding message, typically played every X seconds; default is 30 seconds

• Up to 50 custom announcements can be uploaded and assigned to Music on Hold and Fixed MOH Sources

• When MOH is not configured, callers hear tone on hold


Announcements & Music/Tone on Hold• Announcements are integrated with Music on Hold and

Fixed MOH Sources


Initial AnnouncementsCan be played for all calls:

Or only for queued calls:


Periodic Announcements

Periodic announcement interval (default is 30 seconds):


Cisco IP Phone Integration• Control eligibility to

receive Hunt Group calls using Hlog (login/logout)

• Hunt Members who do not answer hunt group calls are automatically logged out

• Queue Status displays real-time information for each Hunt Pilot based on Hunt Member configuration


Call Detail Records• Call Detail Records have been enhanced to indicate:

Queue flag – indicates if the call was queuedQueue time – cumulative queue time prior to call answered

• Customers requiring detailed reporting should consider using a Cisco Contact Center solution

• Cisco is also working with our Developer Partners to determine if additional third-party reporting solutions may be available in the future


Serviceability

• New serviceability counters have been added to monitor queue performance; includes alarms and alerts with configurable thresholds

• Announcement counters are listed under Media Streaming App


Hunt Pilot Performance CountersCounter Name & Type Description

Announcement Errors(Historical, Cumulative)

Number of announcement errors which have occurred since the last time the system was rebooted.

Calls Queued(Real-time) Number of calls currently in queue.

Line Group Members Available(Real-time)

Number of idle (on-hook) hunt members (DNs) currently eligible to receive calls from the queuing-enabled hunt pilot

Longest Call Waiting In Queue (Real-time)

Time (in seconds) of the longest call waiting currently in queue

Max Queue Depth Exceeded (Historical, Cumulative)

Number of occurrences when a call was routed to an alternate destination after the maximum number of callers allowed in queue was reached since the last time the system was rebooted


Hunt Pilot Performance Counters

Counter Name & Type Description

Max Queue Wait Timer Exceeded

(Historical, Cumulative)

Number of occurrences when a call was routed to an alternate destination after the maximum wait time in queue was reached since the last time the system was rebooted

Queue Calls Ring No Answer (Historical, Cumulative)

Number of calls which were not answered after being routed to a hunt member since the last time the system was rebooted

Queue Calls Abandoned(Historical, Cumulative)

Number of calls which were queued, but disconnected prior to being answered by a hunt member or redirected normally since the last time the system was rebooted.


Performance - Hunt Pilots & Hunt Lists• A single Unified CM Cluster supports a maximum of 15,000

hunt list devices

• Hunt list devices may be a combination of 1500 hunt lists with 10 IP phones in each hunt list, 750 hunt lists with 20 IP phones in each hunt list, or similar combinations thereof.

• A single Unified CM Subscriber supports a maximum of 100 Hunt Pilots with call queuing enabled per node

• The maximum # of simultaneous callers in queue for each Hunt Pilot is configurable from 1-100 (default 32)

• The maximum wait time in queue for each hunt pilot is configurable from 0-3600 seconds (default 900)


Directory Enhancements


Mixture of Accounts• Unified CM 9.0 supports a mixture of

locally configured and LDAP synchronized accounts concurrently (same cluster)

• User accounts, LDAP Synchronization, and LDAP Authentication agreements are configured normally

• The system no longer deletes accounts when LDAP Synchronization is enabled/disabled

• After an upgrade, both account types are supported

Unified CMPublisher

LDAP Sync

Web Admin, AXL, BAT

LDAP Accounts

Locally configured Accounts


Mixture of Accounts• LDAP Synchronized accounts

can be converted to local accounts (if desired) from the End User account page

• Local accounts are automatically converted to LDAP Synchronized accounts if the UserID and LastName fields match during an LDAP sync operation

Unified CMPublisher

LDAP Sync

Web Admin, AXL, BAT

LDAP Accounts

Locally configured Accounts


Custom User Fields• Unified CM 9.0 supports the ability to synchronize up to 5 additional

LDAP attributes for each User account


One Button Recording


User-based Selective Recording

• Enables the End-User to record the ‘Active’ call on their own device

• Provides visual display message indicating when a recording session has started

• Button toggles to start/stop recording

• Available as new Softkey and Programmable Line Key (based on device model)

• Works with all existing Unified CM IVT-certified Partner recording solutions

What does it do?


Silent & User Selective Recording Modes Interaction• Silent recording is the default selective recording mode.

No visual recording session messages are displayed on Cisco IP phone

• User recording is new in Unified CM 9.0(1)Provides visual recording session messages on Cisco IP device display indicating when a recording session is in-progressUser can start/stop recording session from Cisco IP device via softkey/programmable line key and/or CTI-enabled application

• Silent & User Selective recording modes may not be used togetherWhen a silent recording session in in progress, a user recording session cannot be started. User may see display message “Recording already started” when attempting to start a User recording session.When a user recording session in in progress, a silent recording session cannot be started. Supervisor may see “Recording already started” when attempting to start a Silent recording session.

• Automatic recording is always silent


Codec and CAC Enhancements


Audio Codec Preferences


Audio Codec Preference• Audio codec preference use cases

Prefer G.711 over G.722Prefer G.711 a-law over G.711 μ-lawPrefer G.729 over G.711

• Previously, UCM provided limited options to influence audio codec selection

Region/pair audio bandwidth limitRegion/pair link loss type selection (low loss, lossy)Service parameters to disable specific codecs (G.722, G.711 μ-law)

• Previous UCM audio codec selection processSelect fixed audio codec preference list according to link loss typeRemove codecs exceeding bandwidth limit or specifically disabledSelect most preferred codec remaining supported by both call legs


Audio Codec Preference Enhancements • Custom audio codec preference lists

Factory default lists for low loss and lossy regions/pairs provided Customer may reorder supported codecs as desired to create custom lists

• Region/pair audio codec preference assignmentReplaces link loss type selection

• SIP Profile option to honor audio codec preference in received Offer

• Service parameters for system defaults

• Enhanced audio codec selection processStart with codec preference list assigned for region/pair or received in SDPRemove codecs exceeding bandwidth limit or specifically disabledSelect most preferred codec remaining supported by both call legs


Audio Codec Preference Example

G.711 μ-law will be negotiated, even though G.722 is supported by both endpoints and is within the region/pair bandwidth limit

G.711 μ-lawG.711 a-lawG.729G.722

Audio CodecPreference List(Partial)

Audio BW Limit

64 Kbps

Region A Region B

G.722G.711 μ-lawG.711 a-lawG.729

Audio CodecsSupported

G.722G.711 μ-lawG.711 a-lawG.729

Audio CodecsSupportedRegion/Pair A/B


Audio Codec Preference Example

G.729 will be negotiated, even though G.711 μ-law is within the region/pair bandwidth limit and is preferred in the region/pair configuration, because the preference in the Offer is honored

G.722G.711 μ-lawG.711 a-lawG.729

Audio CodecPreference List(Partial)

Audio BW Limit

64 Kbps

Region A Region B

G.722G.711 μ-lawG.711 a-lawG.729

Audio CodecsSupported

G.729G.711 μ-law

Audio CodecsOffered

CUBE

SIP Profile

Honor audio codecpref in received SDP

Region/Pair A/B


• Inter-cluster Locations CACBandwidth accounting across CUCM & VCS clusters for efficient bandwidth sharing

• Multi-tiered locations supportSingle call can traverse 2 or more hierarchical up-links and all are protectedHierarchical topology enablesmore efficient bandwidth utilization

• Signaling updates to support a CAC + Rate Adaptation hybrid approach

UC 9.0 Call Admission Control for VideoFirst step in the journey

Evolving QoS/CAC Strategy for UC/TP

Objective: Offer a comprehensive set of capabilities to address varying topology & peak oversubscription needs


(A) L2 (B)L1

LBMCCM

endpoint: TP-Alocation: L1

endpoint: TP-Blocation: L2

Location L1

audioBW

videoBW

immersiveBW - 4M

Edge L1 – L2

audioBW

videoBW

immersiveBW - 4M

Location L2

audioBW

videoBW

immersiveBW - 4M

Immersive Video Bandwidth


Location path:

Video and Immersive Video Mixed UseL2L1

Location L1

videoBW - 1MimmersiveBW - 1MimmersiveBW - 5MimmersiveBW - 5M

Edge L1 – L2


Location L2


DV-A ~ MCU

TP-B ~ MCU TP-C ~ MCU

endpoint: TP-Clocation: L1

LBMCCM

MCUlocation: L2

SIP Trunk

video traffic class:immersive

endpoint: TP-Blocation: L1

endpoint: DV-Alocation: L1


URI Dialing


What is Alpha URI ?• SIP URI is the SIP address of a user

• sip:user@host

• user portion could be a Phone Number or the User’s name

• host is the either the IP address or domain or hostname where the user is available.

• Alpha URI is a SIP URI that has user’s name instead of their phone number

• sip:[email protected]



• Alpha URI enables calling a person by their name instead of their phone number

sip:user@host

sip:user@host

sip:user@host

sip:user@host

sip:user@host

sip:user@host

sip:[email protected]





Why Alpha URI Support on CUCM ?• Customer Value: Bridging the internet addressing and numeric

addressing ... Any to any reachability

• Retain same customer experience on Tandberg Endpoint as these endpoints migrate from VCS to CUCM

Tandberg deployments use alphanumeric dial plans instead of phone numbers

• Customers should not notice any difference regardless of the call control – CUCM or VCS

• Competitive Value:Helps close gap with the competition, e.g., Microsoft LyncOne address to remember – IM, Presence, Email, VoiceMay allow better integration with IM/Email applicationsMay enable business to business calls bypassing SIP/PSTN SP


IM and Presence Service


Cisco Jabber Let Users Choose Devices to Deliver the Best Collaboration Experience

All-in-one UC Application • Presence and IM• Voice, video, voice

messaging• Desktop sharing,

conferencing• PC, Mac, tablet, smart phone

Extend & Connect Jabber Advantage• Consistent and full-

featured UC services for all users

Presence Services from Unified CM• Manage user’s Jabber,

mobility, and presence from CUCM cluster


IM and Presence Features • Enterprise-grade IM

Secure, rich text IMGroup ChatUser HistoryPolicy & Compliance

Multi-device IMMedia Escalation

Persistent Chat roomsOpen APIs

• Policy and ComplianceAdmin Presence PolicyIM RetentionOff-board Database support (Optional) 3rd party compliance engine (e.g. Actiance)

• Rich Network PresenceAlways-on Telephony PresenceAlways-on Calendaring Presence

Network-based Presence Aggregation from multiple sources and clients

3rd party Presence apps – sources and consumersNetwork enforced Presence Policy

• FederationEnterprise federations (B2B)• Cisco Unified Presence (CUP)• Cisco WebEx• Microsoft LCS,OCS, Lync• IBM SameTime• Jabber XCP

Public federations (B2C)• Google Talk• Any XMMP service or BOTs

• Unified DirectoryCorporate Directory

Personal Directory and Buddy List

• Scalability and TCOStandard Cisco appliance model (MCS) with on-board DB for improved TCO

Multiple node and cluster scalability

• Multiple Client supportCisco Jabber clients:• Desktop- windows, MAC• Mobile – iPhone, Android, BB

Cisco Cius and Contact Center clients3rd party XMPP standards based client (e.g. Adium,

Pidgin)


Core Content•Rebrand CUP to “CUCM IM and Presence”

•**Common Release Install & Upgrade Process

•From 9.0 CUCM and CUCM IM&P nodes must be upgraded simultaneously to a common joint release.

• Admin Centralization and Simplification:•Move all UC User and UC Service Config data currently in CUP to CUCM

•This data (e.g. LDAP profile, Vmail Profile, Webex Profile, CTI profile) will be centrally configured in CUCM and centrally accessible via CUCM AXL interface (no longer CUP)

•Simplify greatly UC User Config in CUCM (reduced workflow, fewer screens)

•Provide Auto-Service discovery mechanism to access this data => significant Admin overhead reduction

• Licensing Simplification: Presence User based licensing only (no CUCM IM&P server license or Cisco Jabber client License)

CUCM-CUP - Release 9.0 Integration

CUCM (IM and Presence)

Publisher

Application Layer

Platform Layer

CUCM (Voice/Video)

CTIVoice/Video Mobility

Publisher

Application Layer

Platform Layer

Federation

IM/Text Chat

Web

UC Presence

CUCM

Subscriber

CUCM

Subscriber

CUCM

Subscriber

CUCM

Subscriber

CUCMIM

Subscriber

CUCMIM

Subscriber

CUCMIM

Subscriber

CUCMIM

Subscriber

3rd party XMPP clients

CUPC / Aries/Cius

Telephony User & Device Admin

Telephony Feature Admin

IM/Presence Feature Admin

UC User Admin

CommonReleaseInstall & Upgrade


Simplified Jabber Deployment


Unified CM 9.X Service XML Interface


Serviceability 9.0 Updates• AXIS Upgrade, New WSDL in Document/Literal format

• RisPort Device Query limit from 200 to 1000

• SNMP and Alarm Configuration via AXL

• Platform Administrative Web Service

• Multiple Syslog Destinations

• Real Time Monitoring Tool – SIP Call Trace Enhancements

• MultiTier CAC Reports

• Hunt Pilot Queuing Performance Counters

• Locations CAC Performance Counters


Unity Connections 9.X


Enterprise License Manager (ELM)• Licenses now managed by ELM

• Separate/dedicated server or co-resident with CUC or other UC applications

• Stores licenses for the CUC and other UC applications

• Tracks the "feature usage" of each product

Evaluates the overall license usage and status

• Each product is notified of its license status

Alerts product of compliance with licensing

• Same license status is applicable for all the CUC clusters registered with one ELM


Intelligent Notifications Markup• Alternative to Unified Messaging

Domino etc…

• Rich, Customizable NotificationsLook, Feel, Images & Info DisplayedHTML Templates supported

• HTML Marked-Up MessagesDelivered via SMTP (email agnostic)Notifications are voicemail specificActionable Links

Act on specific messageMust be inside Firewall or VPN


Intelligent Notifications Mini-Inbox• Invokes Mini-Inbox Player

Leverages HTML5 when possiblePlay, Reply, Forward, Delete

• Supports Secure Messaging

• Must Be Inside the FirewallCorporate Network or VPN

Mobile device-based Mini-

Inbox

Computer-based Mini-

Inbox


Full E.164 Support• Creation/Modification of E.164 Format Extension

End Users Primary Extensions

System Call Handler ExtensionsDirectory Handler Extensions

Interview Handler Extensions


E.164 format for User’s Primary Extension

• A numeric extension and a user with “+” as prefix with the same numeric extension and in the same partition are treated as duplicate entries.

Presentation_ID © 2012, Cisco Systems, Inc. All rights reserved. Cisco Confidential


E.164 format for System Call Handlers



E.164 format for Directory Handler



TUI/VUI E.164 support• TUI allows the User to login into the Voicemail with or without the

“+” prefix.

• Unity Connection handles the call successfully when it is configured with a leading “+” and it receives a non plus extension for User Extensions, Call Handlers and Directory Handlers.

• TUI allows you to reach the users on Connection from Directory handler when E.164 format is dialed .

• TUI allows you to send a Voicemail to all the users in a Distribution List with and without leading “+”

• Note: E.164 number support is not applicable for VUI



Integrations andCloud Support


Esnatech Office-LinX Cloud Connect• Esnatech Office-LinX cloud service synchronizes voicemails

(Unified Messaging) with:Google Apps in the cloudVMWare Zimbra Collaboration Server 6

Lotus Notes 7.0, 8.0

Novell GroupWise 6.5 SP2, 7.0, 8.0

• Requires Cisco Unity Connection 8.5.1 ES78+ or 8.6.2 ES20+

• See http://www.esnatech.com/landing/cisco.htm for more information

http://www.esnatech.com/landing/cisco.htm


CUCMCluster

Google Mail Support via Esnatech

• Esnatech Office-LinX server synchronizes voicemails with Google Apps in the cloud

• Esnatech Office-LinX server is on-premise and can be virtualized (VMWare vSphere 4.x)Requires Cisco Unity Connection 8.5(1) or later

• This is an Esnatech solution, a Cisco Developer partner: http://www.esnatech.com Service is sold on a per user/per year basis

Secure IMAP ServicesWeb Services

Google API’s

On Premise Solution

http://www.esnatech.com/


CUCMCluster

Google Mail Support via Esnatech

• Esnatech Office-LinX cloud service synchronizes voicemails (Unified Messaging) with Google Apps in the cloud

• Requires Cisco Unity Connection 8.5.1ES78 or 8.6.2ES20

• This is an Esnatech solution, a Cisco Developer partner: http://www.esnatech.com

• Service is sold on a per user/per year basis

Secure IMAP ServicesWeb Services

Google API’sCloud Solution

CUC

APIs

http://www.esnatech.com/


Google Mail with SMTP Store and Forward

• Web client retrieves email from Google Mail using HTTP, HTTPS

• Cisco Unity Connection stores local voicemails and forwards a copy to Google Mail via SMTPEmail and voicemail are in single inbox in web clientPlayback of voicemails (.wav file) is via local media playerForward and reply as an email with .wav attachment (Secure Messages are not supported)Notifications and message waiting indicators triggered only on local copy of voicemail, not forwarded copy

HTTP/HTTPS

SMTP

Web Client (e.g. Gmail)

CUCMCluster

e-mailv-mail

Google Mail

HTTP/HTTPS


Microsoft BPOS Support

• Provides hybrid on-premise/cloud Unified Messaging solutionSingle inbox – Message status, MWI, etc. synchronized

• Synchronizes voicemails with Microsoft BPOSUses Exchange Web Services (EWS)

Exchange Web Services

Latency, Bandwidth, TBD

e-mailv-mail

CUCMCluster

E-mail client (e.g. Outlook)

Microsoft BPOS – Exchange


Microsoft Office 365 Support

• Supported with Unity Connection 8.6(2) or later

• Bandwidth and latency requirements same as on-premise

• Limited to 5000 users per Connection Server

• Replaces Push Notifications with Pull Notifications

• Impersonation with Unified Messaging Services Account still supported

Exchange Web Services

Latency, Bandwidth, TBD

e-mailv-mail

CUCMCluster

Microsoft Office 365

E-mail client (e.g. Outlook)


UCCX 9.X


Unified CCX 9.0

• Web Chat as an additional customer collaboration channel• Embedded Cisco Unified Intelligence Center with Unified CCX for historical reports• Skill Management for supervisor on mobile devices

Customer Collaboration Innovation

• License management enhancements• Improved security with SELinux• CME support removal

Platform changes

• Unified Sign On• Outbound Preview Dialer improvements• Cisco Agent Desktop enhancements

Feature enhancements

• C260, B230 M2, B440 M2 server support• Tandberg Video endpoints EX60 and EX90 support (FCS in Q4 CY2012)• Cisco Any Connect V3 support for CAD/CSD

New Servers and Endpoints


Web Chat


Web ChatFunctionality

• Two choices for routing algorithms

• Most skilled agent

• Most idle agent• Additional historical

and real time reports

• Transcript retention and retrieval

• Ability to allocate/not allocate chat contact while agent is on voice call

• Configurable “agent no answer” and “chat idle timeout”

Packaging• Entry level

integrated Web Chat functionality included with Premium seat

• Web Chat will require separate server to host SocialMiner

• Browser based agent and supervisor interface accessible in integrated browser of CAD/CSD

Simple to Deploy• Built-in tool to create

sample code for customer website form

• Complete configuration in 5 simple steps


Web ChatTypical Deployment

Customer Chat UI

Customer WebSite

Social Miner

Agent Chat UI

CAD

WWW DMZCorporate

firewall

Chat Prox

yUCCX

1. Customer sends web chat request

3. Web Chat subsystem sees Agent state and delivers chat contact to web based Agent interface2. Chat contact

submitted to SocialMiner

Unified CCXPrimary

4. Reply gadget is rendered to Agent interface

5. Real time reports and historical reports

Secondary

Signaling

Chat Media

6. Transcript storage and retrieval


Web ChatAgent and supervisor interface• Web client within integrated browser (IE8) in CAD for Agent

/supervisor

Default selection in Integrated browser


Web ChatAgent No Answer time out• Configurable Agent no answer timeout

• Chat contact gets re-queued and Agent goes “Not ready” after time out

Agent no answer time

out


Web ChatAgent Interface – Chat in Progress


Web Chat Supervisor View

• Real-Time Displays for web chat metrics for team

CSQ Summary

CSQ Details

Agent Summary

• Separate web based Supervisor Interface in CSD integrated browser


Web Chat Historical Reports in HRC and CUIC

• Web Chat historical reportsChat Agent Detail Report

Chat Agent Summary report

Chat CSQ Activity report

Chat CSQ Agent Summary

Chat Traffic Analysis Report

• Available in HRC and CUIC

• New Unified CCX database tables facilitate delivery of packaged and custom reporting


Web Chat Real Time Administrator Views

• Separate new section in RTR

• 3 Web Chat Real Time Reports

Overall Chat Stats

Chat Resource Stats

Chat CSQ Stats


Web Chat Web Chat Transcript Retrieval and Purge

• Transcript stored on SocialMiner accessible by Administrator• The search functionality provides ability to search based on any

word! • Chat viewer provides all parameters related to chat along with

transcript

• Default Purge period – 30 days

• Purge period can be changed from administration pane


Web Chat Web Chat Administration

• Easy 5 step configuration

Create Chat CSQ

Create teams

Global parameter settings

Simple SocialMiner configuration

Create Chat widget sample HTML code for Website


Web Chat Sample HTML code for website

• Simple tool to generate web form for company website

• Select the input data gathering fields

• Select from pre-defined or add custom fields

Step 1

• Assign CSQ to purpose/ problem statement

Step 2


Integrated Browser support for Web Chat



CSD preference option to enable Web Chat in the integrated browser.

CSD browser tab enabled for Web Chat with embedded URL

New



Cisco Supervisor DesktopPreferences contains Web Chat optionIf checked, first browser tab enabled for Web Chat with embedded URL //[CCX hostname]/agentdesktop/supervisor

Cisco Agent DesktopNo special modifications requiredConfigure via Cisco Desktop Work Flow Administrator / User Interface//[CCX hostname]/agentdesktop

User OperationUsers login to Web Chat via browser; Single Sign-On is not supported

Supervisor user may navigate away from Web Chat; Home icon will return user.

There is a Web Chat timeout value, when reached the user will need to login again

RequirementsInternet Explorer 8 must be installed on the desktop Operating System


Integrated Browser support for Web Chat Supervisor Configuration


Integrated Browser support for Web Chat Logged into Supervisor Web Chat


Integrated Browser support for Web Chat Agent Configuration


Next Generation Historical Reporting with Cisco Unified Intelligence Center


Cisco Unified Intelligence CenterNext Generation Web 2.0 Reporting • Cisco Unified Intelligence Center (Standard version) co-

resident with Unified CCX for Historical reports• Included with Unified CCX Standard, Enhanced, and

Premium packages at no cost• Option to switch between HRC and CUIC in 9.0

• Support all of the existing out-of-the-box HRC reports

• User management integrated with CCX

Cisco Unified Intelligence Center Benefits• Customized views, thresholds on reporting data

• Scheduling enables report and data distribution via email

• Permalinks enable one-click access to reporting data

• Audit Trail report to track reporting activity by administrator


Cisco Unified Intelligence CenterNext Generation Web 2.0 Reporting

• Choice of Historical Reporting Client or Intelligence CenterSimple configuration in Unified CCX


Cisco Unified Intelligence CenterServiceability Integration

• Cisco Unified IC service integrated with Unified CCX


Cisco Unified Intelligence CenterAccess to Reports and Dashboards

Directory structure access

• Logical grouping of reports

• Shared and personal copies of reports

Capability access

• Assign multiple levels of permissions to enable opening CUIC “drawers”


Cisco Unified Intelligence CenterVisual Customization Built-in

• Create graphical views to existing reports (charts, gauges)

• Rearrange column fields, rename fields, add headers

• Provide additional groupings, summarizations and sorting

• Add thresholds to identify compliance violations


Cisco Unified Intelligence CenterMultiple Views

• Associate multiple report views with the same report data definitionChart and Gauge type reports


Cisco Unified Intelligence CenterScheduling

• Schedule to distribute via .pdf, .xls or embedded in email

• Schedule to publish to a .csv file for flat file integration


Cisco Unified Intelligence CenterCustom Reporting

• Intelligence Center Standard version in Unified CCX Allows visual customizationDoes not allow report definition customization

• Intelligence Center Premium version for Lab and NFR systemCreate new reports from scratchCreate drill-downsExport reports to be imported into a Standard systemChange refresh intervals

• Ordering Lab and NFR kitsCustomer lab system (CCEH-NRPT-CUIC9 )Partner NFR kit (CCEH-CUIC9-NFR)Orderable via IPCE-BUNDLE under LAB section

• White paper on custom reporting available on CCO


Mobile Skill Manager


Mobile Skill Manager• Browser based application for mobile

devices

• Supported on • Apple iOS 5.x• Android 2.2 and above

• Allows supervisor to• Add a new skill• Delete a skill• Assign/Modify skill for an agent• Modify competency of agent

• Available within corporate network or over VPN with sufficient bandwidth

Note: A simulation of Mobile Skill Manager is shown here.


Unified CCX 9.0 Feature EnhancementsAgent E-Mail “Reply-To” Field

Typical Use Case

• A web form is used to create e-mails

• The FROM address is the web server’s, while the REPLY TO address is the form user’s input

Enable setting

…

…if agents receive e-mails with a different Reply-To

address


Unified CCX 9.0 Feature EnhancementsUnified Sign On

• Application user is created during installation

• No additional login required while using application user credentials for following

Cisco Unified CCX AdministrationCisco Unified ServiceabilityCisco Unified CCX ServiceabilityCisco Desktop Administrator

• Allows login when CUCM is not available


Unified CCX 9.0 Feature EnhancementsOutbound Enhancements

Outbound Dial time• Dial contacts at pre-defined time. • Additional field “Dial Time” specified in

import contact list in addition to current 6 fields

• Contacts are stored with status set to Callback

Performance Improvements• Reduced time to import contacts over

WANMore than 50% reduction in time

• Reduced time to synchronize dialing list byUnified CCX 9.0 sync over WAN is twice as fast compared to Unified CCX 8.5


CAD Enhancements


Cisco Agent Desktop for Express 9.0(1)

New CAD 9.0(1) Features Benefits

Integrated browser support for Cisco Web Chat Ease of Use

Integrated Browser (WebBrowser Control) Mode Change Usability

Agent E-Mail use of the ‘Reply-To’ field Interoperability

Support for Cisco AnyConnect VPN Client Interoperability

Enhanced MS Exchange Configuration Guidance Interoperability

HA Recording Space Doubled Usability

Support for multiple monitor sessions of single BIPPA Agent Usability

Strong focus on defect identification and resolution Usability


Agent E-Mail “Reply-To” Field

if agents receive e-mails with a different Reply-To address

Enable setting…

Typical Use Case:

A web form is used to create e-mails

The FROM address is the web server’s, while the REPLY TO address is the form user’s input

New


FCB200 or C210SAN

LAN

UC

Ethernet

ESXi 4.1

Boot from SAN

B200 or C210SAN

FC

LANEthernet

SAN support ESXi 4.0 or 4.1 Server has local disks and FC connection.

VMware installed on local disks

UC installed on FC-attached disk array.

ESXi 4.0

Local Disks Diskless!

Customer use case: install both VMware and UC apps on SAN Customer benefits: diskless server costs less, breaks less often, uses less power.

Boot from SAN support ESXi 4.1 required Server has FC connection but NO disks.

VMware installed on FC-attached disk array.

UC installed on FC-attached disk array.

Nothing locally installedUC

http://images.google.com/imgres?imgurl=http://www.mnsu.edu/labman2008/images/VMwareLogo.jpg&imgrefurl=http://www.mnsu.edu/labman2008/Sponsors/&h=157&w=400&sz=32&hl=en&start=2&usg=__1GUXyhBTw3AFPJXKJePNTVjQStU=&tbnid=H-u6zIxs35r30M:&tbnh=49&tbnw=124&prev=/images?q=vmware+++logo&gbv=2&hl=en



vMotion

• Deployment model• UCCX VM must be installed on shared storage (SAN).

• Source and destination physical servers must be connected to same SAN.

• What is not supported• VMware “Long Distance vMotion” (site to site) is not supported.

• Use of vMotion for real-time load-balancing of live UCCX VMs is not supported

• Benefits for customer: Easier proactive maintenance and management of performance issues

Customer requirements: Move live software to another server on same SAN. Prior to UCCX 8.5.1 SU1 support limits VM to maintenance window, not in production, live traffic.

LAN

Server X SANFC FC

Server Y










WebEx Meeting Server


Cisco WebEx Meetings Server – At a Glance

An Entirely New WebEx® Deployment Model

Software starts shipping on October 23, 2012Available via GPL by late September, via CUWL Pro in mid-October

• WebEx Meetings in Private CloudRun in own datacenter with no Cloud linkage

• All-in-One Conferencing SolutionIncorporates audio, web and video in single solution

• Same WebEx Meeting Center ExperienceWebEx clients for PC, Mac, iPhone & iPad; high-quality video; recording and playback; etc.

• Software BasedDesigned for Cisco UCS Servers + VMware 5

• Integrated with Cisco UC SuiteInteroperates with Jabber*, CUCM. Sold on CUWL

* Jabber for Windows early 2013


Cisco WebEx Meeting ServerEnd-User Feature Highlights

WebEx Meeting Center Experience

Built-In HQ 360p WebEx Video

Schedule Meetings from Web and MS Outlook

WebEx Meetings on iPad and iPhone

Recordings and Playback

SIP Trunk Teleconferencing + PC-based Audio

Available in 13 languages


Cisco WebEx Meetings ServerBasic Features

• Documents, applications, desktop sharing

• Multipoint, high-quality video

• On-Demand record, edit, and playback

• Chat, polls, notes, annotation tools

• Whiteboarding

• File transfer

• Integrated audio options with Active Talker

• Integrated scheduling with Outlook 2007, 2010

• Available in 13 languages


WebEx High-Quality Video A natural, face-to-face experience

• Engaging video experienceHigh-quality resolution: 360p

Active speaker switching

Full-screen video

Share content and view video

• Mobile experience on iPad and iPhone


• Meetings on Mobile Devices• iPhone, iPad

• Android planned by v2

• Key features• Start, Join, Schedule and Attend meetings• Chat, Audio, Call Me, Calendar, Pass Presenter

• Two-way video on iPad 2.0 and beyond• Voice over Wi-Fi on iPad

WebEx Meetings on Mobile Devices Anywhere, anytime collaboration


Audio Conferencing Features Easily integrate with your Cisco UC Infrastructure

• SIP Trunk Teleconferencing• Fully integrated audio solution*• Requires CUCM 7.1, 8.6 and 9.0• Similar User Experience as WebEx Audio• Join meeting on Teleconference only

(approximates an audio-only meeting)• Call-In and Call-Me Teleconferencing• Control Audio from Meeting Center• Optional TLS/SRTP Encryption

• Web-based Audio ( “VoIP” )• Join audio meeting directly from PC / iPad

using headset• Talk and hear with Teleconference users

*not designed to work with 3rd party audio


• 50-2,000 Concurrent User Systems• Companies with 500 – 40,000 Employees• For larger companies, deploy multiple

standalone systems

• Up to 100 Users in single meeting• SaaS Events Center direct order option for

customers who need support for very large meetings*

• Four out-of-the-box deployment options• 50 250 800 2,000 Concurrent Users

ScalabilityDesigned for both Commercial and Enterprise customers

* WebEx statistics show 99% of meetings under 25 users


• Securely manage inter-company collaboration

• Ease of administration, manageability

• Reduced total cost of ownership

Benefits

FEATURE HIGHLIGHTS• Step-by-Step Guided Install• View System Status At a Glance• Web-based, real time system

dashboard• Easy User Management – SSO, Import

Users• PDF Reports to track Usage, Licenses

etc..

Administration Highlights


• Requires VMware 5.0• Rapid ‘Virtual Appliance’ Install• Runs on Cisco UCS Servers

• UCS C-220 for smaller systems (50 and 250 Concurrent Users)

• UCS C-460 for larger ones (800 and 2,000 Concurrent Users)

• Other UCS Servers with same or greater specs automatically supported

Better TCO & ManageabilityDesigned for next generation Private Clouds


Active DirectoryExternal Firewall CUCM

Internal Users

IPv4 + IPv6Teleconferencing

Virtual Appliance(s)

Internal Firewall

IPv4 Web/Video/PC Audio Traffic from

Mobile Users

SAML 2.0Single

Sign On

Guest and Mobile Users

IPv4 Web/Video/PC Audio Traffic from

Internal Users

Web VM

Reverse Proxy VM

Media VM

Admin VM

Web VM

Media VM

Admin VM

Cisco WebEx Meetings ServerHigh Level Systems Architecture


Bill of Material for 50 Concurrent UsersCustomer Environment

2,500 employees, 500 Hosts, 50 Concurrent people in meetingDescription Unit Price Quantity TotalWebex Server User Licensing $230.00 50 $11,500ESW $23.00 50 $1,150UCSS $35.00 50 $1,750

VMWare vSphere License $1,866.00 2 $3,732

VMWare vSphere Support $420.00 4 $1,680

VMWare vCenter $9,366.00 1 $9,366

VMWare vCenter Support $1,624.00 1 $1,624

SERVER C220 $19,406.00 2 $38,812 Total $30,802


• Four CWMS deployment sizes:

# Concurrent Users

Recommended Servers – non-HA System HA System

Up to 50 1 C220-M3 (12 cores, 40GB RAM) , vSphere Standard, 7200RPM HDD, 100Mbps NIC, 1TB HDD, Built in RAID

2 C220-M3s

Up to 250 2 C220-M3s (12 cores, 48GB RAM) , vSphere Standard, 7200RPM HDD, 100Mbps NIC, 1TB HDD, Built in RAID

4 C220-M3s

Up to 800 2 C460-M2s (40 cores, 56GB RAM), vSphere Enterprise Plus, 10,000RPM SAS, 10Gbps NIC, 1TB HDD, LSI 9260-8i

4 C460-M2s

Up to 2000 4 C460-M2s (40 cores, 56GB RAM), vSphere Enterprise Plus, 10,000RPM SAS, 10Gbps NIC, 1TB HDD, LSI 9260-8i

7 C460-M2s

* See Ordering Guide for more details and PIDs

Recommended Hardware OrderBy Deployment Type


Cisco WebEx Meetings ServerSimpler and More Flexible

CWMS Details Comparison to MS Lync

User Licenses• No enterprise-wide

requirement (flexible) • Enterprise-wide requirement

Support and Maintenance (UCSS + ESW)

• UCSS 15% ($35 per user); multi-year discounts

• ESW 7% ($16)

• MS Lync is a 25% support and maintenance cost

Other Required Servers • VMware 5.0

• Hyper-V required for similar virtualization functionality

• SQL Server is required and expensive

Hardware • Four deployment options simplify sizing

• Sizing requires analysis around multiple server types (edge, mediation, etc)

Other• Cisco Unified

Communications Manager is required for teleconferencing

• NAS is required for recording

• Requires SIP Gateways• Survivable Branch Appliances• And more depending on the analysis


SummarySpecifically designed Enterprise Businesses

Leverages the Internet, reducing conference costs

Full collaboration solution

End users will not see a difference –

Learn more: www.cisco.com/go/cwms

Join the Discussion: communities.cisco.com/community/partner/collaboration/webex


Questions and Answers

Thank You

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