byby

Wojciech Nawrot, Wojciech Wojciech Nawrot, Wojciech ŚŚronek, ronek, andand Krzysztof TurzaKrzysztof Turza

PoznaPoznańń 20052005

PBX REPLACEMENTPBX REPLACEMENT

PresentationPresentation planplan

ChapterChapter 1. 1. PBX PBX replacementreplacement stagesstages

ChapterChapter 2. 2. CIPT CIPT –– Cisco IP Cisco IP TelephonyTelephony

ChapterChapter 3. 3. VoIPVoIP signallingsignalling

ChapterChapter 4. 4. QualityQuality ofof ServiceService

ChapterChapter 5. 5. Cisco IP Cisco IP TelephonyTelephony deploymentdeployment inin a a smallsmall companycompany

ChapterChapter 6. 6. CIPTCIPT’’ss supplementarysupplementary servicesservices

ChapterChapter 7.7. BibliographyBibliography

QuestionsQuestions

PBX PBX replacementreplacement stagesstages

ChapterChapter 11

IP WAN

PSTN

Telephone Network

Data Network

PBX

Telephone Network

Data Network

Office B

PBX

Office A

PBX PBX replacementreplacement stagesstages : : traditionaltraditional scenarioscenario

•• TwoTwo coco --existingexisting networknetwork architecturesarchitectures

•• SeparateSeparate linkslinks for for voicevoice andand data data betweenbetween twotwo sitessites

•• IP WAN as IP WAN as primaryprimary voicevoice pathpath ((LongLong --distancedistance voicevoice traffictraffic ))

IP WAN

Telephone Network

Data Network

PBX

Telephone Network

Data Network

PBX

trunk trunk

Office BOffice A

•• PSTN as PSTN as secondarysecondary (backup) (backup) voicevoice pathpath for for traditionaltraditional callcall processingprocessing

PSTN

PBX PBX replacementreplacement stagesstages : step 1 : step 1 ofof 2 (2 (integrationintegration ))

Voice Gateway Voice Gateway

IP WAN

Shared data & voicenetwork

Shared data & voicenetwork

Office BOffice A

PSTN

PBX PBX replacementreplacement stagesstages : step 2 : step 2 ofof 2 (2 (completecomplete PBX PBX replacementreplacement ))

IP Phones IP Phones

•• Modern IP Modern IP phonesphones

Call ServerCall Server

Analog Phones Analog Phones

•• LegacyLegacy analog analog phonesphones

BenefitsBenefits ofof replacingreplacing existingexisting PBX / PSTN PBX / PSTN systemssystems withwith IP IP telephonytelephony

•• enhancedenhanced speech speech qualityquality

•• G.722 G.722 –– 7kHz speech 7kHz speech bandwidthbandwidth

•• improvedimproved coveragecoverage

•• inin officessofficess oror laboratorieslaboratories offtenofften a single a single phonephone isis sharedshared. . UsingUsing workstationworkstation--basedbased IP IP telephonytelephony everyevery employeeemployee isis accessibleaccessible atat his his ownown DirectoryDirectory NumberNumber

•• costcost reductionreduction

•• freefree Internet Internet callscalls betweenbetween remoteremote company company branchesbranches

•• cheapcheap Internet Internet worldwideworldwide callscalls by by thethe agencyagency ofof a a carriercarrier

•• no no dedicateddedicated coppercopper loopsloops areare necessarynecessary for for anan installationinstallation ofof newnew phonesphones

•• freefree softphonessoftphones cancan be be usedused insteadinstead ofof hardphoneshardphones ((MsMs NetMeeting)NetMeeting)

•• freefree conferenceconference connectionsconnections eliminateeliminate dependencedependence uponupon serviceservice providersproviders

•• lowlow administrationadministration costscosts –– inin smallsmall companiescompanies no no distinctdistinct technicanstechnicans areare necessarynecessary for for separateseparate voicevoiceandand datadata

•• thethe numbernumber ofof networknetwork serviceservice providersproviders wouldwould be be reducedreduced

•• improvedimproved mobilitymobility

•• no no needneed to to dealdeal withwith portsports on on thethe PBX PBX andand changechange dialdial numbersnumbers whilewhile movingmoving anan IP IP phonephoneto to anotheranother roomroom

•• subscribersubscriber’’ss accessibilityaccessibility atat thethe same same DirectoryDirectory NumberNumber allall overover thethe worldworld

•• newnew servicesservices & & openopen standardsstandards

CIPT CIPT -- Cisco IP Cisco IP TelephonyTelephony

ChapterChapter 22

IntroductionIntroduction to Cisco IP to Cisco IP TelephonyTelephony

Cisco IP Cisco IP TelephonyTelephony (CIPT) (CIPT) isis thethe VoIPVoIP portionportion ofof thethe evolvingevolvingCisco Cisco ArchitectureArchitecture for for VoiceVoice , Video, , Video, andand IntegratedIntegrated Data (AVVID) Data (AVVID)

CIPT CIPT isis thethe cornerstonecornerstone ofof Cisco Cisco VoIPVoIP solutionssolutions andand isis fastfastreplacingreplacing traditionaltraditional PBXsPBXs

Analog Phone

Cisco IP Cisco IP TelephonyTelephony componentscomponents (1 (1 ofof 3)3)

A

PSTN

CallManager Cluster

Cisco IP Phones IP Softphone

Router

VoIP WAN

Switch Gateway

•• Cisco IP Cisco IP PhonesPhones•• featurefeature --richrich devicesdevices

•• containcontain DSPsDSPs for for voicevoice signalsignal digitizingdigitizing

•• varietyvariety ofof modelsmodels : 7960, 7940, 7920, 7912, 7902: 7960, 7940, 7920, 7912, 7902

•• Cisco Cisco SoftphonesSoftphones•• virtualvirtual phonesphones thatthat run run inin a Windows desktop PC a Windows desktop PC oror laptoplaptop

•• thethe IP IP softphonessoftphones digitizedigitize thethe voicevoice signalssignals andand sendsend thethe voicevoice packetspacketsacrossacross thethe IP IP networknetwork

•• thethe PCsPCs containcontain speakersspeakers andand microphonesmicrophones thatthat cancan operateoperate similarlysimilarlyto to telephonetelephone handsethandset

•• softphonessoftphones provideprovide a a richrich environment for environment for developmentdevelopment ofof TAPI TAPI applicationsapplications

Cisco IP Cisco IP TelephonyTelephony componentscomponents (2 (2 ofof 3)3)

A

PSTN

CallManager Cluster

Cisco IP Phones IP Softphone

Router

VoIP WAN

Switch Gateway

•• Cisco Cisco CallCall ManagerManager

•• software software callcall --processingprocessing applicationapplication thatthat runsruns on a Cisco Media on a Cisco Media ConvergenceConvergence Server (MCS)Server (MCS)

•• thethe CCM CCM takestakes thethe place place ofof a PBX a PBX andand performsperforms thethe followingfollowing functionsfunctions ::

-- registeringregistering IP IP TelephonyTelephony devicesdevices, , voicevoice mail mail portsports, , TAPI & JTAPI TAPI & JTAPI devicesdevices, , gatewaysgateways andand DSP DSP resourcesresourcessuchsuch as as transcodingtranscoding andand conferencingconferencing

-- callcall processingprocessing-- administeringadministering dialdial plansplans andand routeroute plansplans-- managingmanaging resourcesresources

•• a a clustercluster ofof redundantredundant CM CM groupsgroups cancan supportsupport upup to 10k to 10k telephonytelephony usersusers

•• callcall managersmanagers performperform thethe functionsfunctions traditionallytraditionally performedperformed by by PBXsPBXs

A

Analog Phone

Analog Phone

Cisco IP Cisco IP TelephonyTelephony componentscomponents (3 (3 ofof 3)3)

A

PSTN

CallManager Cluster

Cisco IP Phones IP Softphone

Router

VoIP WAN

Switch Gateway

•• GatewaysGateways•• provideprovide anan interfaceinterface betweenbetween thethe IP IP telephonytelephony networknetwork andand thethe PSTNPSTN

•• neededneeded to to allowallow callscalls betweenbetween thethe VoIPVoIP locationslocations , , andand PSTN PSTN locationslocations

•• pass pass callscalls fromfrom officeoffice IP IP phonephone to to anan analog analog phonephone andand vice vice versaversa

•• provideprovide redundancyredundancy ((divertdivert outgoingoutgoing callscalls fromfrom thethe WAN to WAN to thethe PSTN PSTN ifif thethe WAN WAN isis down down oror congestedcongested ))

•• convertconvert thethe digitaldigital voicevoice packetspackets intointo a TDM a TDM streamstream oror analog analog signalsignal andand transmittransmit thethe callcall throughthrough thethePSTNPSTN

•• SwitchesSwitches•• supportsupport inlineinline powerpower to to thethe IP IP phonesphones

•• supportsupport VLANsVLANs & & QoSQoS

DistributedDistributed CallCall ProcessingProcessing vsvs . . CentralizedCentralized CallCall ProcessingProcessing

A APSTN

Sec. voice path

IP WANPri. voice path

Gatekeeper (CAC)

CM Cluster CM Cluster

Site A Site B

•• DistributedDistributed CallCall ProcessingProcessing

• a distributed Cisco CallManager network is not costeffective solution for extending IP telephony to small ormedium-sized branch offices with less than 20 users

• a centralized Cisco CallManager solution reducesequipment and operational expense and is a cost effectivesolution for for sites with less then 20 users

•• CentralizedCentralized CallCall ProcessingProcessing

APSTN

Sec. voice path

IP WANPri. voice path

CM Cluster

Site A Site B

ISDNbackup

• Cisco CallManager cluster at each location – confined to a single campus

• IP phones at remote sites do not have Cisco CallManager

• Cisco IOS gatekeeper for Call Admission Control (CAC) • CAC based on bandwidth by location

• compressed calls supported • compressed calls supported

• transparent use of PSTN if IP WAN is unavailable • manual use of the PSTN if the IP WAN is fully subscribedfor voice traffic

• dial backup is required for IP phone service across the WAN in case the IP WAN goes down

• DSP resources for conferencing and WAN transcoding ateach site

• voice mail, unified messaging and DSP resources availableat central site only

CIPTCIPT’’ss importantimportant featuresfeatures

•• TranscodingTranscoding

•• performperform realreal--timetime translationtranslation ofof digitizeddigitized voicevoice fromfrom one one codeccodec to to anotheranother

•• importantimportant inin conferenceconference callingcalling whenwhen thethe participantsparticipants areare not not usingusing thethe same same codeccodec

•• allowallow for for differentdifferent compressioncompression levelslevels for for intraintra (G.711) (G.711) andand interinter--regionregion connectionsconnections (G.729)(G.729)

•• CallManagerCallManager clusteringclustering

•• increasingincreasing thethe system system capacitycapacity (4 (4 serversservers, 2500 IP , 2500 IP phonesphones per per serverserver))

•• redundancyredundancy for backup for backup callcall processingprocessing (2 (2 serversservers) )

•• dedicateddedicated databasedatabase publisherpublisher for for makingmaking configurationconfiguration changeschanges andand producingproducing callcall detaildetailrecordsrecords (1 (1 serverserver))

•• TFTP TFTP serverserver for for downloadingdownloading ofof configurationconfiguration filesfiles, , devicedevice loadsloads andand ring ring typestypes (1 (1 serverserver))

•• CallCall AdmissionAdmission ControlControl (CAC)(CAC)

•• a a strategystrategy usedused to limit to limit thethe numbernumber ofof voicevoice connectionsconnections intointo thethe networknetwork inin order to order to provideprovidethethe desireddesired QoSQoS

•• for for CentralizedCentralized CallCall ProcessingProcessing itsits providedprovided usingusing thethe locationslocations constructconstruct, , for for DistributedDistributed CallCall ProcessingProcessing itit cancan be be implementedimplemented withwith H.323 H.323 GatekeeperGatekeeper thatthat cancan limit limit thethe maximummaximum amountamount ofof bandwidthbandwidth consumedconsumed by IP WAN by IP WAN voicevoice callscalls inin oror out out ofof thethe zonezone

•• CallCall routingrouting

•• RouteRoute PatternsPatterns, , ListsLists andand GroupsGroups for for handlinghandling thethe PSTN PSTN callcall routingrouting ifif thethe primaryprimary IP WAN IP WAN pathpath isis down down oror congestedcongested

Cisco IP Cisco IP phonephone physicalphysical connectivityconnectivity andand registrationregistration processprocess

PhysicalPhysical connectivityconnectivity ::

•• somesome modelsmodels ofof Cisco Cisco switchesswitches provideprovide inlineinlinepowerpower for IP for IP phonesphones

•• a single port on a single port on thethe switchswitch cancan be be usedused to to provideprovideconnectivityconnectivity to to bothboth thethe Cisco IP Cisco IP phonephone andand thethecomputercomputer ((thethe phonephone actsacts as a as a switchswitch))

DHCP server

Cisco IP phone

Cisco CallManager

+TFTP server

RegistrationRegistration processprocess ::

• thethe IP IP phonephone beginsbegins a CDP a CDP exchangeexchange withwith thethe switchswitch andand as a as a resultresult itit obtainsobtains VVID (VVID (VoiceVoice VLAN ID)VLAN ID)

• thethe IP IP phonephone issuesissues a DHCP a DHCP requestrequest on on thethe voicevoice subnetsubnet itit gotgot fromfrom thethe switchswitch

• thethe IP IP phonephone getsgets a a responseresponse fromfrom thethe DHCP DHCP serverserver. . TheThe responseresponse providesprovides thethe IP IP addressaddress to to thethetelephonetelephone andand thethe addressaddress ofof thethe TFTP TFTP serverserver fromfrom whichwhich thethe phonephone getsgets itsits configurationconfiguration. .

• thethe IP IP phonephone contactscontacts thethe TFTP TFTP serverserver andand receivesreceives a list a list ofof addressesaddresses ofof Cisco Cisco CallManagersCallManagers

• thethe IP IP phonephone nownow contactscontacts thethe Cisco Cisco CallManagerCallManager andand registersregisters itselfitself receivingreceiving inin return a return a configurationconfigurationfile file andand runtimeruntime codecode necessarynecessary for for thethe phonephone to to operateoperate. . TheThe IP IP phonephone receivesreceives a a DirectoryDirectory NumberNumber (DN)(DN)

•• thethe IP IP phonephone isis readyready to make to make andand receivereceive callscalls

VoIPVoIP signallingsignalling

ChapterChapter 33

•• H.323H.323 isis anan ITUITU--T T recommendiationrecommendiation umbrellaumbrella set set ofof standardsstandards thatthat definesdefinescomponentscomponents, , protocolsprotocols, , andand proceduresprocedures necessarynecessary to to provideprovide audio, video, audio, video, andand data data communicationscommunications overover IPIP--basedbased networksnetworks

•• H.323 H.323 protocolprotocol stackstack•• RAS (RAS (RegistrationRegistration , , AdministrationAdministration , , andand Status)Status) isis usedused betweenbetween endpointsendpoints andand gatekeepersgatekeepers

•• H.225 (Q.931)H.225 (Q.931) providesprovides callcall setup setup andand controlcontrol withwith allall signallingsignalling necessarynecessary to to establishestablish a a connectionconnection betweenbetweenH.323 H.323 endpointsendpoints

•• H.245H.245 isis usedused to to negotiatenegotiate channelchannel usageusage andand capabilitiescapabilities afterafter settingsetting upup a a callcall

•• RTPRTP providesprovides endend--toto--endend networknetwork transport transport functionsfunctions suitablesuitable for for applicationsapplications transmittingtransmitting realreal--timetime datadata

•• RTCPRTCP providesprovides for for reliablereliable informationinformation transfer transfer onceonce thethe audio audio streamstream hashas beenbeen establishedestablished(media (media streamstream managementmanagement))

•• CodecsCodecs definedefine thethe degreedegree ofof compressioncompression andand decompressiondecompression algorithmsalgorithms (G.711, G.723, G.729)(G.711, G.723, G.729)

ISO ISO ProtocolProtocol LayerLayer StandardStandard

PresentationPresentation G.711, G.729, G.729a, etcG.711, G.729, G.729a, etcSessionSession H.323, H.245, H.225, RTCPH.323, H.245, H.225, RTCPTransportTransport RTP, UDPRTP, UDPNetworkNetwork IP, RSVP, WFQIP, RSVP, WFQLinkLink FR, ATM, ETH, etcFR, ATM, ETH, etc

H.225

(Q.931) H.245 T.120 RTCP RAS

G.7XX H.26X

RTP

TCP UDP

IP

Control Data Audio Video C ontrol ControlAudio/Video

H.323 H.323 overviewoverview

H.323 H.323 componentscomponents

•• H.323 H.323 GatekeepersGatekeepers areare consideredconsidered to be to be „„brainsbrains””ofof H.323 H.323 networknetwork, , andand provideprovide thethe followingfollowing servicesservices::

-- addressaddress translationtranslation-- admissionadmission controlcontrol-- bandwidthbandwidth controlcontrol andand managementmanagement-- zonezone managmentmanagment-- callcall authorizationauthorization-- callcall controlcontrol signallingsignalling-- callcall managementmanagement

H.323 Gatekeeper

•• H.323 H.323 GatewaysGateways provideprovide a a meansmeans for H.323 for H.323 networknetwork to to communicatecommunicate to to otherother networksnetworks, most , most typicalytypicaly PSTN PSTN oror PBX PBX systemssystems. . TheThe GW GW functionalityfunctionality generallygenerally includesincludes::

-- translatingtranslating protocolsprotocols-- convertingconverting informationinformation formatsformats-- transferringtransferring informationinformation

ISDN H.320

PSTN H.324

SIP

H.323 Gateway

•• H.323 H.323 EndpointsEndpoints ((TerminalsTerminals )) provideprovide thethe useruser--toto--networknetwork interfacesinterfaces for H.323 for H.323 protocolprotocol (IP (IP phonesphones oror videoconferencingvideoconferencing terminalsterminals))

H.323 Terminal

•• H.323 H.323 MCUsMCUs ((MultipointMultipoint ControlControl UnitsUnits )) provideprovide conferenceconferencesupportsupport for for threethree oror moremore endpointsendpoints

H.323 MCU

IP WAN

PSTN

Zone A Zone B

FXOE&ME1/T1

CallManager /H.323 MCU

CallManager /H.323 MCU

H.323 Gateway

H.323 Gateway

H.323 Gatekeeper

(Zone A)

H.323 Gatekeeper

(Zone B)

IP phonePBX PBX IP phone

RAS

RAS

RAS

H.225, H.245, RTCP, RTP

Direct dialing

RAS RAS

H.225, H.245, RTCP, RTPH.225, H.245, RTCP, RTP

Analog phoneAnalog phone

FXOE&ME1/T1

SGCP for Cisco IP phones

SGCPfor Cisco IP phones

H.323 H.323 callcall stagesstages andand signallingsignalling flowsflows

H.323 H.323 callcall stagesstages

1) 1) discoverydiscovery andand registrationregistration (RAS)(RAS)

2) 2) callcall setup (H.225)setup (H.225)

3) 3) callcall signallingsignalling flowsflows

4) media 4) media streamstream andand media media controlcontrol flowsflows

5) 5) callcall terminationtermination (RAS)(RAS)

QualityQuality ofof ServiceService

ChapterChapter 44

•• QoSQoS refersrefers to to thethe capabilitycapability ofof a a networknetwork to to provideprovide betterbetter serviceservice to to selectedselectednetworknetwork traffictraffic

•• voicevoice traffictraffic requiresrequires : : latencylatency ( less ( less thanthan 150ms ), 150ms ), jitterjitter ( a ( a fewfew msms ), ), packetpacket lossloss ( far ( far less less thanthan 1 1 percentpercent ))

•• thethe goalgoal ofof protectingprotecting voicevoice traffictraffic fromfrom beingbeing run run overover by data by data traffictraffic isisaccomplishedaccomplished by by classifyingclassifying voicevoice traffictraffic as high as high prioritypriority

•• layerlayer 2 2 oror layerlayer 33 classificationclassification atat thethe edgeedge ofof thethe networknetwork

-- atat layerlayer 2 2 usingusing 3 3 bitsbits inin thethe 802.1p field 802.1p field whichwhich isis a part a part ofof thethe 802.1q 802.1q tagtag (Co(CoS)S)

-- atat layerlayer 3 3 usingusing thethe 3 3 bitsbits ofof thethe DSCP field DSCP field inin thethe ToSToS bytebyte ofof thethe IP IP headerheader

•• QoSQoS mechanismsmechanisms ::

•• resourceresource reservationreservation (to make (to make suresure thatthat VoIPVoIP callcall hashas thethe sufficientsufficient bandwidthbandwidthallocatedallocated beforebefore thethe conversationconversation takestakes place )place )

•• traffictraffic prioritizationprioritization ((thethe endpointendpoint suggestsuggest a a prioritypriority on on thethe packetspackets andand eacheachrouter router decidesdecides ifif to to respectrespect thisthis requestrequest oror not )not )

•• CAC ( CAC ( CallCall AdmissionAdmission ControlControl ) to ) to ensureensure thatthat networknetwork resourcesresources areare not not oversubscribedoversubscribed . . CallsCalls thatthat exceedexceed thethe specifiedspecified bandwidthbandwidth areare eithereither reroutedrerouted usingusinganan alternativealternative routeroute suchsuch as as thethe PSTN, PSTN, oror busybusy tonetone isis returnedreturned to to thethe callingcalling partyparty

QualityQuality ofof ServiceService

Cisco IP Cisco IP TelephonyTelephony deploymentdeployment inina a smallsmall companycompany

ChapterChapter 55

LABLAB ’’ss architecturearchitecture

•• ComputerComputer networknetwork architecturearchitecture

•• 3 3 remoteremote branchesbranches andand 1 1 privateprivate networknetwork

•• 2 2 fixedfixed officessofficess withwith Cisco 1760 Cisco 1760 accessaccess routersrouters connectedconnected throughthrough thethe internetinternet withwithVPN VPN tunneltunnel

•• 1 mobile 1 mobile officeoffice withwith software Cisco VPN software Cisco VPN ClientClient, , connectedconnected to to thethe central central officeoffice withwithCisco VPN Cisco VPN ConcentratorConcentrator

•• Cisco PIX as Cisco PIX as anan internetinternet gatewaygateway for for allall thethe companycompany’’ss officesoffices

•• Cisco Cisco CatalystCatalyst 3550 3550 inin thethe central central officeoffice as a as a traffictraffic concentratorconcentrator for for voicevoice andand data data

•• IP IP telephonytelephony architecturearchitecture

•• centralizedcentralized callcall processingprocessing model model withwith a single Cisco a single Cisco CallManagerCallManager serverserver (MCS 7815)(MCS 7815)

•• applicationsapplications andand servicesservices on on thethe same same serverserver machinemachine as CCMas CCM

•• secondarysecondary backup backup callcall processingprocessing via PBX via PBX emulatingemulating thethe PSTNPSTN

•• 3 Cisco IP 3 Cisco IP phonesphones andand 1 1 legacylegacy analog analog phonephone inin thethe central central officeoffice

•• 1 Cisco IP 1 Cisco IP phonephone andand 1 analog 1 analog phonephone inin thethe fixedfixed branchbranch officeoffice

•• 2 Cisco 2 Cisco AironetAironet accessaccess pointspoints for a for a portableportable WiWi--FiFi Cisco IP Cisco IP telephonetelephone

•• GateKeeperGateKeeper not not necessarynecessary as as allall thethe IP IP phonesphones registeredregistered to to thethe same same CallManagerCallManager

•• VoiceVoice portsports

•• EveryEvery 1760 router 1760 router withwith 2 VIC 2 VIC modulesmodules andand 2 2 voicevoice portsports per module (FXS per module (FXS andand FXO)FXO)

Central Office (Poznan)

Location A

VPN tunnel

Branch Office (Warsaw)

Location B

Branch Office

Mobile Location C

IP WANVPN tunnel

PSTN

Public HotspotCisco VPN Client

Cisco Softphone

Cisco IP Communicator

Ms NetMeeting

Cisco VPN Concentrator

Cisco PIX NAT

C1760 Access Router

C1760 Access Router

IP Phone

IP Phone

IP Phone

IP PhoneAnalog Phone

Wi-Fi AP

Cisco CallManager

Wi-Fi mobile IP Phone

AP Roaming

Cisco App.

Server

Wi-Fi AP

Catalyst 3550

Analog Phone

LABLAB ’’ss componentscomponents andand logicallogical topologytopology

Private networwork – behind NAT

PSTN

Serial (DTE)

(MCS 7815)

PBX

Cisco CallManager

FXO

IP WAN / VPN

VLAN routing

ApplicationServer

FXO

Serial (DCE)

FXS

Fa

FXS FaFa

Fa

Fa Fa

Fa Fa

Fa Fa

VLAN Internet

VLAN Private (data)

VLAN Voice

VLAN CallManager

VLAN Trunk

VLAN configuration and physical inter-component connect ions

PSTN

IP WAN

FXSFXS FXO FXO

IP IP IP

IP IP

John SmithDN1: 1100DN2: 1101

IP

Kate ColeDN: 1102

Steve EdwardsDN: 1103

Margaret YorkDN: 1140

Peter HanksDN1: 1300 (NetMeeting)DN2: 1301 (NetMeeting)DN3: 1302 (Cisco IP Communicator)DN4: 1303 (Cisco IP Softphone)

Tom JonesDN1: 1200DN2: 1201

Kris KnightDN: 1220

Meet-Me-Conference 1016, Call Pickup 1015, Call Park 102X, Auto Attendant 1000, Integrated Contact Distribution 1005,SERVICES

66529216652920EXTERN LINE:

1300, 1301, 1302, 13031220 1200, 12011140110311021100, 1101EXTENTION:

Ms NetMeetingAnalog POTSC 7960Analog POTSC 7902C 7940C 7920PH. MODEL:

Sales Represent.Technical SupportChief of StaffSales ManagerTechnical SupportSecretaryChairmanPOSITION:

Peter HanksKris KnightTom JonesMargaret YorkSteve EdwardsKate ColeJohn SmithNAME:

Branch Mobile OfficeBranch Office (Warsaw)Central Office (Poznan)

Central Office (Poznan) LOCATION A Branch Office MOBILE LOCATION C Branch Office (Warsaw) LOCATION B

DialDial plan plan architecturearchitecture

6652920 6652921

PSTN

IP WAN / VPN

FXSFXS FXO FXO

IP IP IP

IP IP

John SmithDN1: 1100DN2: 1101

IP

Kate ColeDN: 1102

Steve EdwardsDN: 1103

Margaret YorkDN: 1140

Peter HanksDN1: 1300 (NetMeeting)DN2: 1301 (NetMeeting)DN3: 1302 (Cisco IP comm)DN4: 1303 (Cisco IP Softphone)

Tom JonesDN1: 1200DN2: 1201

Kris KnightDN: 1220

SimpleSimple voicevoice connectivityconnectivity scenariosscenarios

•• InterInter--officeoffice IP IP –– to to -- IP IP callcall (John Smith to Tom Jones)(John Smith to Tom Jones)

•• InterInter--officeoffice Analog Analog –– to to -- IP IP callcall (Kris (Kris KnightKnight to Peter to Peter HanksHanks))

•• InterInter--officeoffice Analog Analog –– to to -- Analog Analog callcall (Kris (Kris KnightKnight to to MargaretMargaret York)York)

•• IP IP –– to to -- PSTN PSTN callcall ((SteveSteve EdwardsEdwards to TNC 2005 to TNC 2005 participientparticipient :):)

PSTN backupPSTN backup

PSTN

IP WAN / VPN

FXSFXS FXO FXO

IP

IP IP

Kate ColeDN: 1102

Margaret YorkDN: 1140

Tom JonesDN1: 1200DN2: 1201

Kris KnightDN: 1220

•• IP WAN IP WAN isis down down oror congestedcongested

•• thethe IP IP phonephone atat thethe remoteremote officeoffice isis losinglosing IP IP connectivityconnectivity withwith Cisco Cisco CallManagerCallManager andandisis gettinggetting unavailableunavailable. . OnlyOnly remoteremote analoganalog phonesphones areare stayingstaying operationaloperational..

•• thethe PSTN PSTN isis usedused as a backup as a backup pathpath for for voicevoice connectionsconnections

•• In In thethe CentralizedCentralized CallCall ProcessingProcessing scenarioscenario, IP backup , IP backup isis necessarynecessary to to allowallow thethe remoteremote IP IP phonesphones comingcoming backback intointo operabilityoperability

IP ISDN

Central Office Branch Office

CCM

CIPTCIPT’’ss supplementarysupplementary servicesservices

ChapterChapter 66

SupplementarySupplementary servicesservices overviewoverview

•• SelectedSelected CIPTCIPT’’ss featuresfeatures andand servicesservices

•• Software Software ConferenceConference BridgeBridge

•• CallCall Pickup & Pickup & GroupGroup CallCall PickupPickup

•• CallCall ParkPark

•• ExtendedExtended servicesservices & & TelephonyTelephony applicationsapplications

•• Auto Auto AttendantAttendant

•• IntegratedIntegrated ContactContact DistributionDistribution

•• ExtensionExtension MobilityMobility

•• OtherOther CIPTCIPT’’ss featuresfeatures andand servicesservices

•• MeetMeet--MeMe conferencesconferences allowallow usersusers to to dialdial intointo a a conferenceconference

Software Software ConferenceConference BridgeBridge @ Cisco @ Cisco CallManagerCallManager

IP WAN / VPN

IP

IP IP

IP

•• CiscoCisco CallManagerCallManager supportssupports bothboth MeetMeet--MeMe conferencesconferences andand AdAd--HocHoc conferencesconferences::

•• AdAd--HocHoc conferencesconferences allowallow thethe conferenceconference controllercontroller to to letlet onlyonlycertaincertain participantsparticipants intointo thethe conferenceconference

Meet-Me on Monday at 10.00 a.m.DN: 1016

SoftwareMCU

DN: 1016

ConferenceControllerConferenceController

John SmithDN1: 1100 Peter Hanks

DN3: 1302 (Cisco IP Communicator)Tom JonesDN1: 1200

SoftwareMCU

CCM

IP IP

IP

Kate ColeDN: 1102

Steve EdwardsDN: 1103

•• SteveSteve EdwardsEdwards isis beingbeing calledcalled, but , but hehe isis out out ofof his his roomroom

•• KateKate Cole Cole isis dialingdialing CallCall Pickup Pickup GroupGroup numbernumber 10151015 to pickup to pickup thethe callcall

•• TheThe incomingincoming callcall isis pickedpicked upup by by KateKate ColeCole

CCM

•• CallCall Pickup Pickup allowsallows youyou to to answeranswer a a callcall thatthat comescomesinin on a on a directorydirectory numbernumber otherother thanthan youryour ownown. . WhenWhenyouyou hearhear anan incomingincoming callcall ringingringing on on anotheranother phonephone, , youyou cancan redirectredirect thethe callcall to to youryour phonephone by by usingusing thethecallcall pickup pickup featurefeature..

•• therethere areare twotwo typestypes ofof CallCall Pickup Pickup availableavailable on Cisco IP on Cisco IP phonesphones::

-- CallCall PickupPickup allowsallows usersusers to to pickpick upup incomingincoming callscalls withinwithin theirtheir ownowngroupgroup. . TheThe appropriateappropriate callcall pickup pickup groupgroup numbernumber isis dialeddialedautomaticallyautomatically whenwhen a a useruser activatesactivates thisthis featurefeature. .

-- GroupGroup CallCall PickupPickup allowsallows usersusers to to pickpick upup incomingincoming callscalls withinwithin theirtheirownown groupgroup oror inin otherother groupsgroups. . UsersUsers mustmust dialdial thethe appropriateappropriate callcallpickup pickup groupgroup numbernumber whenwhen usingusing thisthis featurefeature. .

CallCall Pickup & Pickup & GroupGroup CallCall PickupPickup

ROOM A ROOM B

Call Pickup Group

DN: 1015

IP IP

IP

Kate ColeDN: 1102

Steve EdwardsDN: 1103

•• SteveSteve EdwardsEdwards isis answeringanswering a a callcall fromfrom KateKate’’ss Cole IP Cole IP phonephone

•• hehe hashas to to checkcheck somethingsomething on his on his computercomputer to to answeranswer thethe questionquestion ofof thethe callingcalling person. He person. He isis parking parking thethe callcall on on numbernumber 102X102X andand isis comingcoming backback to his to his ownown roomroom..

•• hehe isis unparkingunparking thethe callcall by by choosingchoosing 102X102X on his IP on his IP phonephone andand isis continuingcontinuing thethe conversationconversation

CCM

•• thethe CallCall Park Park featurefeature allowsallows youyou to place a to place a callcall on on holdhold, , soso thatthat itit cancan be be retrievedretrieved fromfrom anotheranother phonephone inin thethesystem. system.

•• thethe CallCall Park Park featurefeature worksworks withinwithin a a CiscoCisco CallManagerCallManagerclustercluster as as wellwell as as betweenbetween clustersclusters..

•• youyou cancan definedefine eithereither a single a single directorydirectory numbernumber oror a a rangerange ofof directorydirectory numbersnumbers for for useuse as as callcall park park extensionextension numbersnumbers

•• youyou cancan park park onlyonly one one callcall atat eacheach callcall park park extensionextensionnumbernumber

CallCall ParkPark

ROOM A ROOM B

Call Park DN range:

1020-1029

Cisco IP Cisco IP PhonePhone servicesservices (1 (1 ofof 2)2)

•• additionaladditional servicesservices letlet regardregard anan IP IP phonephone as a as a developeddeveloped workwork tooltool•• examplesexamples::

-- personalpersonal addressaddress bookbook-- corporatecorporate directorydirectory-- currentcurrent stockstock valuevalue-- business business informationinformation aboutabout clientclient

•• webweb applicationsapplications (ASP/JSP) (ASP/JSP) returnsreturns XML XML objectsobjects to to thethe phonephone

Web and databaseserver

internetHTTP/XML

http://Web_Server/Stockquote.asp?stock=TPSA

CallManager Web server

Cisco IP Cisco IP PhonePhone servicesservices (2 (2 ofof 2)2)

Cisco IP Cisco IP TelephonyTelephony applicationsapplications

•• TelephonyTelephony ApplicationApplication ProgrammingProgramming InterfaceInterface (TAPI)(TAPI)•• interoperabilityinteroperability acrossacross variousvarious computercomputer platformsplatforms –– Java TAPIJava TAPI•• CRA (CRA (CutomerCutomer ResponseResponse ApplicationsApplications) platform:) platform:

-- CRA CRA applicationapplication serverserver withwith CRA CRA EngineEngine-- CRA CRA EditorEditor andand CRA CRA administrationadministration webweb interfaceinterface-- applicationapplication scriptsscripts areare storedstored inin LDAP LDAP directorydirectory-- exampleexample ofof applicationsapplications: auto : auto attendantattendant, , integratedintegrated contactcontact distributiondistribution

CallManagerwith

Cisco IP Telephonydirectory

CRA platform

CRA Editor

Softphone

• thethe callercaller knowsknows thethe PSTN PSTN companycompany’’ss numbernumber but but doesndoesn’’tt knowknow extensionsextensions

•• Cisco Auto Cisco Auto AttendantAttendant allowsallows callerscallers to to locatelocate peoplepeople inin thethe organizationorganization

•• thethe software software interactsinteracts withwith thethe callercaller andandallowsallows thethe callercaller to to searchsearch for for andand to to selectselect thethe extensionextension ofof thethe party party hehe isistryingtrying to to reachreach

•• Auto Auto AttendantAttendant providesprovides thethe followingfollowingscriptscript::

•• answeranswer a a callcall•• playsplays a a useruser--configurableconfigurable welcomewelcome promptprompt•• playsplays a a mainmain menu menu promptprompt thatthat asksasks thethe

callercaller to to performperform one one ofof threethree actionsactions::

-- presspress „„00”” for for thethe operatoroperator-- presspress „„11”” to to enterenter anan extensionextension numbernumber-- presspress „„22”” to to spellspell by by namename

PSTNFXS FXO

IP IP

IP

Kate ColeDN: 1102

Steve EdwardsDN: 1103

Margaret YorkDN: 1140

Auto Auto AttendantAttendant & & CallCall TransferTransfer

ExampleExample : : PSTNPSTN--toto --CompanyCompany dialdial

•• thethe callercaller isis callingcalling thethe company company andand isis pressing pressing „„00”” for for thethe operatoroperator

•• thethe operator operator isis transferingtransfering thethe callcall to to appropriateappropriate personperson

CCM

Auto Attendant

Operator

ExampleExample 2: 2: OtherOther scenariosscenarios ..........

Press „0”for the

operator

6652920

Cisco IP Cisco IP IntegratedIntegrated ContactContact DistributionDistribution

•• queuesqueues andand distributesdistributes incomingincoming callscallsdestinateddestinated for for groupsgroups ofof Cisco Cisco CallManagerCallManager usersusers ((agentsagents))

•• inteligent inteligent routingrouting basedbased on data on data gatheredgatheredduringduring connectionconnection time, time, skillsskills ofof agentsagents, , statestate ofof queuesqueues, time , time ofof thethe dayday, etc, etc……

•• comfortablecomfortable software for software for agentsagents andandsupervisorssupervisors thatthat managesmanages incomingincoming callscalls

•• advantagesadvantages ((locationlocation independenceindependence, , completecomplete integrationintegration withwith CallManagerCallManager, , simplicitysimplicity ofof installationinstallation, , configurationconfiguration andandmaintenancemaintenance))

PSTN

Agent

CCM+ ICD

application

Steve EdwardsTechnical SupportDN: 1103

ExampleExample : : PSTNPSTN--toto --CompanyCompany dialdial

• thethe callercaller knowsknows thethe PSTN PSTN companycompany’’ss numbernumber for for technicaltechnical supportsupport

•• thethe callercaller isis callingcalling thethe company to company to gaingain a a solutionsolution for his for his technicaltechnical problemproblem

•• thethe applicationapplication isis transferingtransfering thethe callcall to to thethe availableavailable agentagent

ExtensionExtension MobilityMobility

IP WAN / VPN

IP

IP IP

Kate ColeDN: 1102

CCM

Central Office Branch Office

•• WithWith extensionextension mobilitymobility, , insteadinstead ofof assigningassigning officesoffices, , andand desksdesks to to individualindividualemployeesemployees, , severalseveral differentdifferent employeesemployees shareshare officeoffice spacesspaces on a on a rotationalrotational basisbasis. . ThisThis approachapproach usuallyusually getsgets usedused inin workwork environmentsenvironments inin whichwhich employeesemployees do not do not routinelyroutinely conductconduct business business inin thethe same place same place everyevery dayday. .

•• TheThe extensionextension mobilitymobility featurefeature allowsallows usersusers to to configureconfigure CiscoCisco IPIP PhonesPhones 7940 / 7940 / 7960 as 7960 as theirtheir ownown, by , by logginglogging inin to to thosethose phonesphones. . OnceOnce a a useruser logslogs inin, , thethe phonephoneadoptsadopts thethe useruser individualindividual profile profile informationinformation, , includingincluding lineline numbersnumbers, , speedspeed dialsdials, , servicesservices linkslinks, , andand otherother useruser--specificspecific propertiesproperties ofof a a phonephone..

OtherOther CIPTCIPT’’ss featuresfeatures andand servicesservices

•• Cisco Cisco uOneuOne VoiceVoice MessagingMessaging

•• TheThe CiscoCisco UnifiedUnified OpenOpen NetworkNetwork Exchange (Exchange (uOneuOne) ) optionaloptional software, software, availableavailableas part as part ofof CiscoCisco IPIP TelephonyTelephony SolutionsSolutions, , providesprovides voicevoice messagingmessaging capabilitycapability to to usersusers whenwhen theythey areare unavailableunavailable to to answeranswer callscalls. . TheThe uOneuOne software software usesuses thetheSkinnySkinny StationStation protocolprotocol to to communicatecommunicate withwith CiscoCisco CallManagerCallManager

•• MusicMusic on on HoldHold ((MoHMoH))

•• TheThe integratedintegrated MusicMusic on on HoldHold (MOH) (MOH) featurefeature alllowsalllows usersusers to place onto place on--net net andandoffoff--netnet usersusers on on holdhold withwith musicmusic thatthat isis streamedstreamed fromfrom a a streamingstreaming sourcesource

•• In In thethe simplestsimplest instanceinstance, , musicmusic on on holdhold takestakes effecteffect whenwhen phonephone A A isis talkingtalking to to phonephone B, B, andand phonephone A A placesplaces phonephone B on B on holdhold. . IfIf MOH MOH resourceresource isis availableavailable

•• PhonePhone B B listenslistens to to musicmusic thatthat isis streamedstreamed fromfrom a a musicmusic on on holdhold serverserver

BibliographyBibliography

ChapterChapter 77

BibliographyBibliography

• Margit Brandl, Dimitris Daskopoulos, Erik Dobbelsteijn, Jan Janak, Jiri Kuthan, Saverio Niccolini, Jorg Ott, Stefan Prelle, Sven Ubik, Egon Verharen,„IP Telephony Cookbook” TERENA Report, March 2004

• Robert Padjen, Larry Keefer, Sean Thurston, Jeff Bankston, Michael E. Flannagan, Martin Walshaw, „Cisco AVVID and IP Telephony, Design & Implementati on” SYNGRESS

• Paul J. Fong, Eric Knipp, David Gray, Scott M. Harris, Larry Keefer, Jr., CharlesRiley, Stuart Ruwet, Robert Thorstensen, Vincent Tillirson, „Configuring Cisco, Voice over IP” , SYNGRESS

• Cisco CallManager Document - Release 3.3 „Cisco IP Telephony Solution Reference Network Design”

• Cisco CallManager Document - Release 4.0„Cisco IP Telephony Network Design Guide”

• www.cisco.com and www.google.pl websites

QuestionsQuestions ??

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