Cisco Unified

Communications System

Aleksandar Vulovi 075/91

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
Cisco Unified Communications System

3RD Party
Applications
Microsoft outlook Vertical apps. IBM Lotus Notes

Applications
Unity Unified
Messaging Unified Meeting Unified Presence Unified Personal Unified
Mobility
Manager Place conferencing Server Communicator Contact Centre

Endpoints
Unified IP
Unified IP phones Communicator Nokia Dual-Mode

Media
Cisco Unified Communications Cisco Unified Cisco Unified Application Cisco IPICS
Control Manager Express Communications Manager Environment

Infrastructure
Routing Switching Availability Management QoS Security Administration 2
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential
 Agenda
1. IP Telephony
2. Better-Together mrea
3. Rich Media
Communications
4. Messaging
5. Cisco Unified
Communication Clients
6. Mobile/Wireless Integration
7. Contact Center
8. Digital Media System
9. Cisco Telepresence
10. Webex
11. SIP Trunk
12. Buducnost..

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
 1. IP Telephony

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4
 Cisco IP Telepony Basic Components

IP Phone Desktop

PSTN

SCCP,
SIP,
H.323
Call Manager Server
H.323,MGCP or SIP

Ethernet Switch
Router / Voice Gateway

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
 Cisco IP Telepony Basic Components

IP Phone Desktop

PSTN

SCCP,
SIP,
H.323

Router / Voice Gateway / Ethernet Switch

CallManager Express
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6
 Signaling Protocols
Cisco CallManager as a Protocol Translator

Call Agent Applications

Server
MGCP (JTAPI/CTI) Analog
Gateway Phone
H.323
CTI/QBE Gateway
Analog
Phone MG
CP . 32 3 Video
H Terminal

C P SI
SC P
IP Phone
IP Phone
Wireless IP Phone
Analog Phone SIP Networks

PC-Based SIP
IP Phone Gateway

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
 GW protokol funkcionalnosti na CCM
H.323 SIP MGCP
Centralized Provisioning
QSIG Supplementary Services
Centralized CDR (DS0 Granularity in CCM CDR)
MLPP (Preemption)
Hookflash Transfer with CCM
ISDN Overlap Sending No GK Legenda:
ISDN Fac IE Name Display Yes
NFAS No
AT&T Megacom NSF Partial Partial With Caveats
SRTP (CCM to GW) CCM 5.0 Future
Mobility Manager VXML-Based Voice Profile Management Test
Interstar Xmedius T.38 FaxServer Test
Caller ID on FXO Future
TCL/VXML Apps (e.g. CVP Integration) CVP 4.0
Voice+Data Integrated Access

Fractional PRI Workaround

TDM: A-DID, E&M, PRI NFAS, CAMA, T1 FGD
TDM T3 Trunks
ISDN Video Switching on GW
Set numbering Plan Type of Outgoing Calls
H.320 Video Future

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
 Building Cisco IP Telephony

Central Location Branch Office

PBX
PBX
PSTN

WAN

Legacy PBX and Cisco IP Telephony can be integrated

Cost saving using WAN link
New locations are easily integrated
QoS (Quality of Service)
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
 Cisco IP Telepony End-to-end
CallManager
Central location
World
CallManager Router

Router
PSTN
Regional center

Internet WAN
VPN access
Router
DSL access

Branch Office

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10
 Basic Cisco Phone-to-Phone Call
Processing

Voice Mail Server

1 Call Setup
Cisco
CallManager

4 2 E.164 Lookup IP
Ring Back WAN
Call
Connect Setup 3
6 RTP 4
Stream Ring
PSTN
5 Off Hook

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11 IV
 Survivable Remote Site Telephony

SRST provides redundancy in the case of WAN failure

Ideal for enterprise customers utilizing Centralized Cisco
CallManager Deployment for IP telephony at their branch offices
Provides near feature parity with Cisco Call Manager
Configure it and forget it! SRST inherits its configuration from Cisco Call Manager and
requires no configuration or intervention in the event of a WAN failure
Supported across all Voice platforms, up to 1200 Phones per Router

Applications
Applications
Server
Server
CallManager
Cluster
A
WAN
Router with SRS
Router PSTN Telephony

Central Site Branch Office

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
 What is Availability?
Availability Time System is not working per Year
99.000% 3 Days 15 Hours 36 Minutes
99.500% 1 Day 19 Hours 48 Minutes
99.900% 8 Hours 46 Minutes
99.950% 4 Hours 23 Minutes
99.990% 52 Minutes
99.999% 5 Minutes Goal
99.9999% 30 Seconds

Availability is measured in expected average time that system is

functional
Goal: 5 nines or < 5 minutes downtime per Year
This is possible in modern IP Networks

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
 High Availability
Distributed application processing
No single point of failure
Suggested IP Telephony Solution for large Enterprises has redundant
devices in netrwork and redundant call processing system (CallManager
cluster)
This solution has calculated availability of 99.999743%
Boundary
Call Manager
Cluster

Access
Switches PSTN

Distribution
Switches PSTN gateways

Core
Switches

Distribution Distribution
Switches Switches

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14
 QSIG Protocol

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16
 Todays Story on Business to Business

PSTN
Voice

Company Company
A B
email Internet
Public IM

Voice is entirely over the PSTN basic functionality

and features (caller ID, basic narrowband voice)
Email between enterprises
IM, video entirely through public providers (Yahoo,
Skype, Google) when it exists
The power of Targets robust IP network is not
leveraged outside the company
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17
 Extending UC Experience Between
Different Organizations
Cisco Intercompany Media Engine
Unified
Secure enterprise video telephony and high CM
fidelity wideband audio across companies
Enterprise A
Provide boundaryless communications to
business partners
Effortless for users and administrators
Easy to use: self-learning
Consistent user experience between PSTN Internet
organizations
Secure, efficient network utilization with
reduced costs
Efficient use of PSTN and SIP trunks
Multiple levels of security plus spam blocking
Unified
CM
Enterprise B

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18
 Architecture Cisco ASA 5500 Series
Notifies UCM of need to fall back
Intercompany Media Engine
Provides TCP/ (TLS) Conversion
Sits in DMZ
Provides RTP/SRTP Conversion
Participates in P2P Network
Ticket Validation (Using Shared
Provides Call Validation
Secret between ASA and IME
Sends Route updates to UCM Server)
Cisco Unified Communications
Manager 8.0
Receives updated routes from
B2B Server; updates dialplan.
Publishes DIDs
Publishes Routes
Executes PSTN Fallback
Enrollment Server hosted by
GoDaddy.com
Certificate Authority for IME
Server Certificate

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19
 How It Works - Unified B2B Link
High-Level Call Flow
All Enterprise configure Unified B2B
Link and Enroll DID patterns to IME
Servers from CUCM using VAP (ViPR
Access Protocol) IME

Enterprise IME Servers then:

Cache DID patterns Internet/
Form worldwide P2P network IME Extranet
IME

Publish patterns to P2P network

(P2P protocol: RELOAD)
First Call to a Number over PSTN Enterprise
IME

UCM on Orig and Term Enterprises A

Enterprise
B
send Orig VCR and Term VCR to
their IME Servers via VAP
VCR = Voice Call Record
Later, the IME Server on the Orig side
performs call validation with Term
side via Validation capability of P2P PSTN
Protocol
Provide PROOF of knowledge of
previous PSTN call

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20
 How It Works
Unified B2B Link Call Flow
Upon successful validation, Orig
side IME Server securely
pushes learned route to CUCM IME
via VAP
CUCM checks the Route Filters,
Internet/
and if the domain is trusted, IME Extranet IME

injects the learned DID pattern

into the DB
IME
Next call placed to that DN is a Enterprise Enterprise
Secure Business to Business A B
call over the B2B SIP Trunk
instead of PSTN.
Seamless Fallback to PSTN if
QoS problems detected by ASA
PSTN

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21
 Limitations of Current UC Routing
Approaches
Configuration complexity of large voice deployments
Speed of deployment
High operational cost, total cost of ownership

Call Agent Call Agent Call Agent Call Agent

Call Agent Call Agent
Call Agent Call Agent

Call Agent Call Agent

Call Agent Call Agent IP Network

IP Network
Call Agent GK Call Agent
GK
Call Agent Call Agent

Call Agent Call Agent

Call Agent Call Agent

Call Agent Call Agent Call Agent Call Agent

Call Agent Call Agent Call Agent Call Agent
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22
 Service Advertisement Framework
Goals:
Provide a network foundation for
service awareness
Enable applications
UC component awareness across
Call Agent Call Agent

network
Call Agent

Call Agent

Advertisement of DN & route plan Call Agent

Auto discovery of advertisements Call Agent

Gateways, Unified Border Element, Unified

Service
CME, Unified CM, Unified SRST CUBE
Advertisement Call Agent

Benefits Call Agent

Framework
Enables fast and easy UC deployment
Dynamically adds/removes sites
Interops with third party UC components CUBE
Call Agent

Lower provisioning costs Call Agent

Call Agent
Call Agent

Call Agent

Call Agent

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 23
 IP Phones &
Services

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 24
 Cisco Endpoints

Cisco Unified IP Phone

7970G / 7971G-GE Cisco Unified IP Phone
7985G
Cisco Unified Video
Advantage
Cisco Unified IP Phone Cisco Unified
7960G / 7961G / 7961G-GE Personal Communicator

Cisco IP Communicator
Cisco Unified IP Phone
7940G / 7941G / 7941G-GE Cisco Unified Wireless
IP Phone 7921/7925
Cisco Unified
Personal Communicator
Cisco Unified IP Phone
7931G

Cisco ATA 186

Cisco Unified IP Phone 7906G /
7911G Cisco VG202/204/VG224/VG248
Analog Phone Gateway

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 25
 vo
G.722-64k WideBand Codec N o

Prvi wideband speech codec standardizovan od strane ITU.

G.722 wideband algoritam podrava brzine od 64, 56 and 48
kbps. Cisco implementira samo 64kbps.
G.722 ne zahteva vie bandwidth-a od G.711 (oko 85kbps u
Ethernet mreama)
Dobro ponaanje i u okruenjima sa velikim gubicima paketa
Ako poziv ide ka PSTN, gateway radi transcoding i u osnovi
sputa audio na G.711.

Narrowband: 3003400 Hz

Wideband: 50 7000 Hz

Govor: 20 14000 Hz

Ljudsko uho: 20 20000 Hz

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 26
 Cisco Unified IP Conference Station 7937G

Wideband audio konferencijska stanica

Odlian kvalitet glasa i mikrofona

Jednostavnije povezivanje kablova i
administracija
LCD ekran sa 4 tastera
Podrka za eksterni Microphone Kit i
podrka za grudni mikrofon

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 27
Cisco Unified IP Phone 7915 / 7916 New
Expansion Modules
Grayscale (7915) and Color (7916) modules for Cisco Unified IP
Phones 7962G, 7965G, & 7975G
Large displays with an effective pixel resolution of 272x480 for
numbers and names
12 physical keys with access to 12 additional keys for a total of 24
keys per KEM via 2 shift/page keys
Each 12 illuminated key is programmable as a line appearance (DN)
or feature key.
Each of the 2 shift/page keys is illuminated to highlight the
currently active page and to alert for activity on other page, i.e.,
incoming calls.
A maximum of two modules per device may be configured for 48
additional keys in future Unified Communications Manager Releases
(Max of 42 additional keys in previous CUCM 6.1(1) and earlier)
Uses same footstands and power cubes as 7914
Supports all languages available on base IP phone

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 28
 Cisco Unified IP Phone portfolio

IP Phone 9900 & 8900 Napredni ureaji

Series Najiri skup aplikacija
Dodaci za bolju interakciju & aplikacije
Inovativan dizajn

7900 Series Napredna poslovna komunikacija

Bogat skup servisa
irok skup aplikacija

6900 Series Osnovni poslovni voice servisi

Osnovne aplikacije

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 29
 Cisco Unified IP Phone 6900 Series

Namenjeni korisnicima kojima su najbitniji voice servisi

Dve opcije za boju: bela & siva
10/100 switch port i speakerphone na svim telefonima, izuzev najnieg
modela
Potreban UCM 7.1(2) i kasnije verzije

Planiran FCS

6900 Series

6901
6901 6911
6911 6921
6921 6941
6941 6961
6961

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 30
Cisco Unified IP Phone 6900 - pregled
6901 6911 6921 6941 6961

802.3af POE Y Y Y Y Y

MWI Lightpipe Y Y Y Y Y

Speakerphone Y Y Y Y

PC Port (Hardened) None 10/100 10/100 10/100 10/100

Headset Jack Y Y Y

Softkeys Y Y Y

Lines 1 1 2 4 12

Display Size None None 396x81 396x162 396x81

LCD Paper
Line Labeling Hardcoded
Labeled Labeled

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31
Cisco Unified IP Phone 6941
4 LCD Labeled Line keys
Line keys se mogu koristiti za lines,
speed dial, funkcije i startovanje
aplikacije
Svaka linija prikazuje caller ID na
ekranu
Headset Jack
396x162 Backlit LCD Display
PC Port 10/100
Full duplex speakerphone
(Narrowband)
802.3 af power
Hard keys za Transfer, Conference,
Hold
Hard keys za Voice Mail, Tools,
Directories
2 way rocker with Select
XML Services (Similar to 7911)
Extension Mobility
Cisco MWI Lightpipe
Dostupan u dve boje (Charcoal Grey
& Arctic White)
SCCP
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32
 Cisco Unified IP Phone 8900 & 9900 Series
Portofolio naprednih, vielinijskih ureaja sa podrkom za 2-way
video, streaming video, plus Bluetooth i Wi-Fi radio, kao i SDIO i
USB accessory portove. Java midlets, XML su podrani zajedno
sa Web 2.0 capable browser.
Nov dizajn , sa opcijama za belu i sivu boju. Mogunost izbora
jedne od dve telefonske slualice razliite teine.
Svi imaju GigE switch port; the 9900 serija podrava pre-standard
802.3at power i podravae u martu 2010 Cisco dizajniranu video
camera sa podrkom za 8.0(1) i 7.1.(3)
SRST podrka na FCS; UCME podrka do kraja 2010

Planirana prva isporuka Dec 2009 Nov 2009

8900 & 9900 Series

8961
8961 9951
9951 9971
9971

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33
 Cisco Unified IP Phone 8900 & 9900 Series
8961 9951 9971

802.3at POE Y Y Y
GigE Switchport Y Y Y
USB Y Y Y
Bluetooth Y Y
Wi-Fi Y
SDIO Y
Video Streaming Y Y Y
2-way Video Y Y
5 VGA for Calling
5.6 VGA
Display Size & Apps; QVGA for 5 VGA
Touchscreen
streaming video
Lines Multi Multi Multi

Key Module 1 Color VGA 2 Color VGA 3 Color VGA

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34
 Napomena: 7975G Handset = 7.4oz/210g
Cisco Unified IP Phone 9971
Atraktivan i prilagodljiv izgled: Slimline Standard
5.6(14cm) 24 bit Touchscreen Color LCD (5oz/140g) (6oz/170g)
Field replaceable bezels
Izbor boja i slualica

Efikasan & lak za upotrebu:

12 Feature Keys, Soft Key Touch Targets
Najee koriene funkcije na fiksnim dugmiima,
(npr: hold, conf, trans)
Wi-Fi; Bluetooth & USB Headset
HW podrka za BT, USB & SDIO apps (Future)
XML, Java Midlet, Browser (Future) app environments
2-way Video with Camera support (UCM 8.0)
VGA Streaming Video; Streaming Audio (Future)

Funkcije:
SIP funkcije
Wideband audio
IEEE Power over Ethernet (802.3af & at)
EnergyWise Support (Future)

Serviceability:
Jednostavan upgrade, soft branding
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 35
 9900/8900 Series dodaci
IP Color Key Expansion Module Unified Video Camera (9900)

H.264 standard interactive video

36 programabilnih line/feature keys
po modulu Video komunikacija VGA @ 24fps
9971 podrava 3 KEMs; 9951 podrava encode; CIF/SIF @30fps encode
2; 8961 podrava 1 USB konektor za lak plug-n-play
Kolor LCD display sa LCD
labelama Digitalno kontrolisane funkcije za
Pan/Zoom i Tilt
Tri-color LEDs za stanje poziva
Mogunost montiranja na zid Video mute funkcija
Arctic White & Charcoal Gray

*number supported varies by phone model

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36
 Ruggedized phones

Cisco ATA

Coleman Technologies
7960 EnviroXtreme

Cisco VG224 or VG248

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37
 Cisco VPN klijent za IP telefone
Alternativa ASA Phone Proxy reenju za rad od kue, iz Cisco VPN klijent
hotela i sl.
Lako za primenu Sva podeavanja se konfiguriu Podrani 7942G, 7945G, 7962G,
kroz CUCM administraciju ureaji 7965G, and 7975G SCCP
Devices Only
Lako za korienje Kada se telefon konfigurie u
kompaniji, korisnik ga samo odnese kui i povee na Nain primene IP Phone Remote Access
svoj broadband router. Nikakava dodatna
podeavanja nisu potrebna.
Zatieni Voice
Lako za upravljanje Telefon moe da primi servisi
firmware update i konfiguracione promene sa Data (XML Phone Services)
udaljene lokacije
Licence VPN Concentrator License
Sigurnost VPN tunel se primenjuje samo na glas i
telefonske servise. PC povezan na PC port telefona IP Phone DLUs
je zaduem za autentifikaciju i uspostavu svoh VPN
tunela VPN Cisco ASA 5500 Series
koncentratori
Cisco ISR sa IOS SSL VPN

Kua, Poslovna mrea, filijala.. Tehnologija za Secure Socket Layer (SSL)

hotelska enkripciju
soba, bilo
gde
Napomena za Sem IP telefona, nije
instalaciju potrebna druga oprema na
Internet udaljenoj lokaciji
CUCM,
VPN CUCME,
koncentrator UC500

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 38
 Cisco CIUS

802.11a/b/g/n Wi-Fi for On/Off Campus Mobility

Seamless transition wired to wireless
3G/4G data services
Battery 8 hours normal usage
Docking station at desk

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 39
 High-definition Video with Cisco Cius
H.264 standard
High-definition 720p video
Cisco TelePresence Interoperability
Built-in Cameras
Dual Independent Displays Video Out
Virtual
Desktop
Display
Port
USB/
BT
Cisco Keyboard/
Cius Mouse

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 40
 Presence-Enabled Speed Dials,
Call History Lists and Directories

Presence status enabled on

Speed Dial buttons, Call History
Lists and Directories
SIMPLE used to provide
presence status to external SIP-
based applications (requires
Unified Presence Server)
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 41
 Cisco Unified Presence Server:
IP Phone Messenger

Unified Client users see other users

IP phones on/off hook states
Users can send or reply to messages
from their IP Phones using predefined
templates or
composing text messages
Users can call back IM senders by
hitting 1 button.
Implements presence enabled
contact list on the phone

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 42
 Cisco IP Phone Services Examples

Meeting Room
Scheduler

World
Clock
Weather
Yellow Pages
Lookup

Flight Status
Stock Tracker

Transit
Schedules

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 43
 Primer aplikacije PSTech Beograd

Users have the option of choosing live or recorded sessions.

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 44
 Joining the Live Broadcast

After the demo has

been started, users
can join the
Subscription by
selecting the Live
Broadcast from the
menu. Thus becoming
participants and
starting to receive
audio and images
Users can leave the
Broadcast at any time
by pressing the Exit
button.

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 45
 Pausing/Resuming

Live Session Running Live Session Paused

A better option than exiting the demo is Pausing/Resuming.

Especially if you want to leave the Live Broadcast for a short
time, to answer or place a call, even though you can also do
this while the Live Session is running.
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 46
 Phone Designer

Prilagodite kolor ekran IP telefona slikom koja odgovara vaem

izboru
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 47
 Napravite ring tone koji odgovara vaoj
omiljenoj melodiji

Izaberite melodiju iz kolekcije koja

dolazi uz aplikaciju
Unesite va MP3 file, editujte ga,
izaberite iseak i uploadujete ga u IP
telefon
Sluajte melodiju na telefonskom
speakerphone-u pre nego to je
sauvate kao ring tone

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 48
 Click to Call

Napravite poziv bez pritiskanja cifara na IP telefonu jednostavno kliknite da

ostvarite trenutan poziv
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 49
 Visual Voicemail

Iskoristite ekrana vaeg IP telefona da pogledate, presluate i odgovorite na

voice mail bez potrebe da se poziva korporativni voice mail broj

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 50
 Three directories
supported

Attendant Console

Calls in currently
selected queue
Phone status, CFWD
and presence status

Calls returning to
console & info/reason

Global call park

locations
Calls active
Speed dials (as per
operator login)
Queues window (as
per operator login)

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 51
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 52
 Comparing MCS vs. UCS Architectures
Legend:
MCS 7816/25/28 UCS C200 M2 UCS 5108 Chassis
CPU Disk

RAM Network
MCS 7835/45 UCS C210 M1 UCS B200 M1 Conn.
with Adapter
UCS 2100
Fabric Extender
FEX
UCS 6120XP
Fabric Interconnect Switch

10/100/1GbE
10GbE FC

Catalyst

PSTN/ LAN SAN MDS

PTT Nexus
FC
Management:
Rest of - UCS Manager
Intranet - CIMC for UCS
- CUCMS from NMTG
- IBM Director
- HP Insight
Storage Array
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential
(for UC Apps) 53
 Better-Together
mrea

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 54
 Sprovoenje UC trusted QoS
Mreni QoS za softverske UC klijente
TRP

UC klijent
Podran
od strane IT
Best-effort
aplikacije

Mreni saobraaj

PC koje kontroliu korisnici su obino untrusted ureaji

Cisco UC sarauje sa Cisco mrenim ureajima da omogui QoS
za UC klijente podrane od strane IT
Jednostavno reenje koje obezbeuje softverskim klijentima isti
tretman na mrei koji vai za hardverske ureaje
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 55
 UC Trusted VLAN Traversal
Kontrola pristupa UC VLAN-u (1)

UC VLAN
Mehanizmi bazirani
na ACL zavise od
TCP/UDP port
brojevane postoji
mogunost da osiguramo
da e samo trusted
media ui u UC VLAN

Data VLAN
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 56
 UC Trusted VLAN Traversal
Kontrola pristupa UC VLAN-u (2)
UC VLAN
Mehanizmi bazirani
na ACL zavise od
TCP/UDP port
brojevane postoji
mogunost da osiguramo
da e samo trusted
media ui u UC VLAN
TRP nam omoguava da
ograniimo pristup u UC VLAN
samo media stream-ovima
kontrolisanim od CUCM ili
CUCME. Obezbeuje efikasan
i jednostavan mehanizam za
kontrolu pristupa UC VLAN
Data VLAN
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 57
Rich Media
Communications

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 58
 Introducing IP Video Telephony
Enterprise-class IP telephony and video is delivered over a single
Cisco IP Communications infrastructure

Cisco
Call Manager 4.1

Cisco IP
Communications Standards Based
Professional Network H.323 System

Small Group
System

Color

Business Executive IP Phone with

Wireless PC Video
Desktop
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 59
 Make Remote Meetings as
Natural as Face-to-face Interactions:
Impromptu conferencing to In-person solution options

Capabilities Richness of User Experience

Speed projects and make decisions faster with virtual
Key meetings
Benefits Increase sales, support, meeting, and training effectiveness
Recognize conferencing savings (lower transport and travel
expenses) and significantly improve ROI
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 60
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 61
 Cisco Unified MeetingPlace 8.0
On-premises Audio i Video Conferencing za Cisco UC i
WebEx
Cisco Unified MeetingPlace 8.0 zahteva
WebEx za web konferensing
Poboljana WebEx integracija.
Webex Node na MCS ili Webex
Saas
Nova opcija za implementaciju -
Software on MCS Server. Naslednik
MeetingPlace Express. Switched video
samo, bez podrke za continuous
presence

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 62
 Cisco WebEx Node za MCS
WebEx Node za MeetingPlace 8.0
Poboljane performanse, optimizovan bandwidth za interne
uesnike u konferenciji
Auto-failover ka WebEx Collaboration Cloud za eksterne sastanke
On-premises data opcije (samo za interne sastanke) :
Media saobraaj ostaje iza firewall-a
Snimanje ostaje on-premises
Enterprise Internet
Internal Participants Jedan Meeting
Stream ka WebEx-u External Participants

Cisco WebEx
Collaboration Data,
WebEx WAN Cloud Voice,
Node za MCS Video
Uvek primenjen sa
MeetingPlace

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 63
 Cisco Media Experience Engine 5600
Cisco Media Experience Engine 5600 je visoko performantna, modularna platforma
za procesiranje videa, koja poboljava real time video kolaboraciju

Modularan dizajn za procesiranje videa u

realnom vremenu
Fleksibilna i visoko skalabilna blade arhitektura
Baziran na DSP, zanemarljivo kanjenje za dvosmernu video
komunikaciju

Endpoint Interoperability
Video conferensing ureaji endpoints uestvuju u TelePresence
pozivima
Any-to-any live media sharing izmeu digital signage,
desktop video i mobilnih ureaja

Poboljanje video signala

Poboljava video kvalitet
Prilagoavanje video sadraja
Speech-to-Text

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 64
 HD Interoperability
Cisco 7985 video, proiren sa CIF na 720p

1280

720

Video bilo koje rezolucije proiren

na 720p i zauzima ceo segment

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 65
 Messaging

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 66
 Messaging Cisco Unity, Cisco Unity
Connection, and Cisco Unity Express
Integrate your most useful business tools to maximize productivity,
reduce cost, and create competitive advantage for your business

Cisco Unity - unified messaging and intelligent voice mail for enterprise and mid-
market customers with Exchange and Domino environments

Cisco Unity Connection - integrated messaging, speech recognition and call

routing rules into an easy-to-manage system for mid-market customers

Cisco Unity Express - cost-effective integrated voice messaging and auto

attendant for small and medium branch office environments

Product Users Messaging Type Platform Networking Redundancy

Cisco Unity Express Less than 250 Voice Mail Router Based Yes No

Cisco Unity Connection Up to 3000 Voice Mail Server Based No No

Integrated Messaging
Cisco Unity 7,500 per server Voice Mail Server Based Yes Yes
Integrated Messaging
Unified Messaging

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 67
 Cisco Unity Unified Messaging (UM) with
Microsoft Outlook

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 68
 Survivable Remote Site Voicemail
Provisioning Call Flow

Headquarters SRSV
Cisco Cisco Unity 3.
1. UC Connection
Manager IP WAN 4.
A
5.
Branch 1
Cisco Unified
Messaging SRSV
Gateway

UMG 2. PSTN
4.
5. Branch n

1. Provision the branch in Cisco UC Manager and Unity Connection

2. Configure Cisco Unified Messaging Gateway to connect to UC Manager and Unity
Connection for provisioning info
3. Provision branch router for IP connectivity and credentials
4. Unified Messaging Gateway sends provisioning info to each branch for voice
messaging
5. Unified Messaging Gateway maintains moves, adds, changes across HQ and branches
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 69
 Cisco Unified Clients &
Presence

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 70
 Cisco Unified Communication Clients

Unified Personal
Communicator
IP Communicator +
VT Advantage

IP Communicator

Telephony focused Rich Media/ Unified Interface

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 71
 What is Cisco IP Communicator?

Turns your PC into an IP phone

Allows you to take your office phone
extension with you on the road
Allows teleworkers to access the
same phone services as working on
campus
Provides feature parity with Ciscos
advanced IP phones

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 72
 Cisco VT Advantage
Cisco IP Phone
7960G

Dialing
Association

Voice

Cisco VT Advantage
Answer
on PC with camera Video

PC associates with IP phone

Phone registers as a video capable phone
Convergence in
Initiate Voice/Video Call from IP phone Action!
Audio on the Phone
Video on the PC (Cisco VT Camera)

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 73
IntroducingA New Unified
Communications Desktop Client
Powerful communication tools in a single, easy-to-use desktop software application

Cisco Unified Cisco Unified

CallManager 5.0 Presence Server
IP Communications System Presence State, Services

Adaptive User Interface

Presence-enabled Cisco Unified
Cisco Unity
Connection 1.1 Call, Collaborate, Escalate MeetingPlace Express
Web Conferencing
Intelligent Voice Messaging Desktop Video Calling

Cisco Unified Personal Communicator

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 74
 All-in-One Communication Tool
Voice, Video, and Email

Presence

Preferred Device

Voice Mail Playback

Contact lists

Unified Personal Communicator

Document Sharing

Voice, Conferencing
Video, and Email
Voice mail playback
Directory Searches

Call management
Communication Logs
Recent Communication
logs Mobility
Web conferencing
Mobility
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 75
 Extensible Messaging & Presence Protocol
(XMPP)
Ustanovljen kao standard u industriji
- Razvijen od strane Jabber Open Source Community
(1999)
- Formalizovan kao IETF standard (2002-2004)
- Kontinuirano se proiruje XMPP Standards Foundation

Aktivna Open Source Developer zajednica

- 60+ XMPP klijenata razvijeno i podrano na 7 razliitih
desktop, mobile, & web platformi
- 20+ XMPP servera razvijeno za XMPP service providere
- XMPP softverska biblioteka za developere za pravljenje
XMPP applikacija u 17 programskih jezika

Rastui broj XMPP servisa

- Cisco Unified Presence, Cisco WebEx Connect, Google
Talk, Live Journal Talk, Nimbuzz, & Ovi

Izvor: www.xmpp.org; www.jabber.org

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 76
Cisco Unified Presence 8.0
Cisco Unified Personal Communicator 8.0
Integralni deo Cisco UC XMPP klijenti
- Integrisan sa telefonima, mobilnim ureajima &
kontakt centar reenjima
- Standardan wide-band audio & high-definition
video sa Unified CSF

Izbor klijenata
Powered by Jabber XMPP

Federacije
- Native dual protocol podrka za XMPP &
SIP/SIMPLE
- Ukljuena podrka za B2B & B2C
federacije
- Cisco Unified Presence, Cisco WebEx Connect,
Jabber, Microsoft Office Communicator, IBM
Sametime, and Google Talk
Napredan Enterprise IM
- Group Chat, Persistent Chat, Client-Side Logs
- Server-side IM Logging & Compliance
- Razmena IM sa Cisco Unified Mobile
Communicator
Otvorena i proiriva platforma
XMPP, AJAX, SOAP, REST, & SIP/SIMPLE

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 77
 Collaboration Architecture for Clients

Cisco Unified
Infrastructure
Services
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 78
Cisco UC Integrations for Cisco WebEx
Connect i Microsoft Office Communicator
Available Q1
Now
CY10

Unified Audio Call Ctl Presence

Client
Services
Framework
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 79
 Cisco UC & Microsoft (IM)
Integrisan soft phone
Kontrola desktop telefona
Audio kvalitet i kontrola poziva
istovetna Cisco IP telefonu
Mich Cannon
Available Presence stanje telefona prikazan
Cisco Systems
u Microsoft Office Communicator
Inbound call notification & divert
Click to call iz Office, browsers
Client call history
Voicemail MWI & access
Standards-based wide-band audio
& highdefinition video
Integrisan voice, video, & web
kolaboracija
Visual Voicemail
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 80
 Mobility

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 81
Cisco Mobile Unified Communications Solution Portfolio

Wireless IP Single Business Seamless Mobile

Phones Number & Voice Mail Collaboration

Cisco Unified Wireless IP

Phone (792x)

Nokia dual mode phones Cisco Unified Mobility Cisco Unified Mobile
Communicator

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 82
 Cisco Unified Wireless IP Phone
New
WLAN Phone: 7925G
New 802.11 a/b/g SCCP phone
Rugged and compact handset designed for users
across wide range of vertical markets
Ideal for demanding environments such as
Healthcare, Retail, Manufacturing
Hermetically sealed - Resistance to dust, liquid
splashes, and moist wipes
Rugged - More resistant to drops, shocks, and
vibration
Color display (same size as 7921G)
Bluetooth 2.0 - Bluetooth and WLAN co-existence
Built-in speakerphone for hands-free operation
Standard battery
Up to 150 hrs standby OR up to 10 hrs talk time (7921G is 70
hrs standby/6 hrs talk)

Extended battery
Up to 200 hrs standby OR up to 13 hrs talk time (7921G is 90
hrs standby/8 hrs talk)

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 83
 Nokia Dual Mode phone Enterprise infrastructure
Cisco Cisco
WLAN AP Operator
Cisco IP phone infrastructure
CallManager

fixed
SCCP/SIP
network

Dual Mode Nokia

devices Enterprise
Voice Client

mobile network
165
166

Cisco Call Manager

Nokia E Series Device CCM user license
Nokia SCCP Voice Client
Mobile Operator
Cisco WLAN
Nokia Mobile Email * GSM Account
Nokia Mobile VPN*
DTMF/data path Blending Wi-Fi and cellular connections with
Nokia Device Management* signalling Enterprise PBX calling features in a VoIP handset is
* Optional add-on approaching telephony nirvana
NETWORK WORLD
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 84
 Nokia Dual-Mode Phone
- Nokia Intellisync Call Connect
- Phone handsets: Nokia E60, E61,
E61i,E65, E51, E66 and E71
- SCCP-only Client
- Switch to cellural: supported on E51, E66
and E71
- Nokia Mobile VPN

Nokia E60 Nokia E61 Nokia E61i Nokia E65

Nokia E66 Nokia E71

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 85
 Cisco Unified Mobile Communicator

Cisco Unified Presence- Visual Unified

Mobile enabled Indication of CallManager
Communicator Enterprise Unity Voice- Call Control
Client available on Directory Mail Click to call routed
multiple Smart and through Cisco Unified
Provides presence Matches caller ID
Feature Phones: CallManager leverages
status with Directory to give
Symbian, BREW, Least Cost Routing
Same user name display
Windows Mobile and
Blackberry experience as Cisco Provides Presence While on Call
Unified Personal information of Caller Transfer
Provides Notifications
Communicator Click to call Unity
from MeetingPlace via Conference
Outlook and playback specific
message

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 86
CUMC High Level Architecture
Service Providers DMZ Enterprise Services

Outer Firewall

Inner Firewall
Mobile Data
Network Directory

Email
GPRS data
channel

Presence
MC
MC MC
MC
Voice
CUMC CUMC mail
Proxy Enterprise
Server Server

Voice channel Collaboration

PSTN
Call Control

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 87
Dial Via Office Make calls from mobile phone
leveraging enterprise telephony
infrastructure

Mobile Data
Network
MC
MC

CUMA 7.0

Voice Channel
Voice Channel

CUCM 7.0

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 88
 iPhone?

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 89
 Webex MeetingCenter i Cisco Mobile
za iPhone
Cisco WebEx Meeting Center for iPhone v1.3
Meeting Handoff: transfer ivog WebEx web
sastanka sa iPhone na PC sa a flick of a wrist
Audio transfer sa iPhone na IP telefon podran sa
Single Number Reach
Ukluenje u sastanak sa Meeting Number
unese se WebEx meeting number u WebEx app
za iPhone da bi se ukljuili u sastanak
Automatic Audio Rejoin Kada audio veza pukne
tokom sastanka, WebEx sistem e pozvati
ponovo korisnika

iPhone Cisco Mobile

Visual voicemail
Dial via Office
Mobile Connect on/off setting
Cisco Unified MeetingPlace Meeting lista sa Call
Me opcijom
Directory Access
VoWLAN (CY Q1 2010)
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 90
Contact Center

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 91
Why does my business need a contact
center?

Because clients who have a great

customer service experience become
loyal customers ...
... and it's easier to keep your existing
customers than to win new ones
Because clients who have a great
customer service experience spread
the word
A great contact center can help bring in
new customers
And because a great contact center
can enhance (and define) your BRAND

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 92
 Virtual Call Center
Improve customer service

Reduce dedicated CC FTE

Bank
Contact
Customer Center

WAN
Skills based call routing
VPN
Utilize best trained staff

Internet Branch Offices

Home-based
Customer
agent
Utilize employees from home
Bank Data
Center
Utilize part time employees

Manage peak call periods

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 93
 Desktop Applications Agent Desktop
Outbound
Option
Call Buttons
Control,
ACD state

Team
Active Call Message
Data

Browser
Controls

Browser
content
display

Status bar
with Agent
info fields

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 94
 Desktop Applications Supervisor GUI
Toolbar
new
MenuBar
buttons:
Reskill agent
Team Msg
Graph data
SkillGroup (Premium)
Tree
threshold
alerts
Enhanced Tabular
and Premium Real-Time
Data
display

Selectable
graph of
real-time
Agent Tree display
(Premium)

Some Real-
Time Data
Status bar displays
with info offer
fields multiple
Tabular
displays

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 95
 Cisco Agent Desktop
Browser Edition

CAD Look and Feel

IE or Firefox
Integrated Browser
HTTP Post/Get,
Recording, Chat
Not all CAD features
(no macros)
Available with all CAD
licenses

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 96
 CTI Toolkit Sample Agent Desktop
ACD Call control Assist Tools:
features features features Stats, chat, record, bad call

ActiveX components
Sample application with
source code
ACD and call control features
Supervisor assist, agent statistics, chat
CTI data encryption support through TLS (Transport Layer Security)
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 97
 CRM Integrated Desktop
A single agent application for CRM and call center needs
Call Control
Features

Integrated
Multi-channel
Communications
Agent State
Toolbar
Controls

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 98
 UCC Express Edition
Workflow Editor

Toolbar

Step Library

Steps Design
Window

Palette Flow
Window

Extensible
and
customizable
via Java Variable
Window

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 99
 Agent Desktop: E-mails Handling

E-mail selection button

Agent status to
handle emails

List of e-mails

Reply window

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 100
 Agent Desktop: Chat and Web Collaboration
Handling

Chat/Web selection
button

Agent status for chat

List of Chat sessions

web collaboration
push button

web collaboration
window

Chat window

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 101
 Self Service Uses Phone Banking

Obtain account and credit card balances,

details of your past N transactions, and
amount of interest earned
Order statements and new
cheque/deposit books
Receive statements by Email, Fax or SMS
Pay your bills - cellular, phone, electricity
Report loss of your ATM / Debit Card

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 102
 Enhanced Call Progress

Answering Machine, Fax Machine and Modem

detection for IPCC Dialer
Conforms to Industry standard 99.99% voice detection
rate.
Ability to detect SIT tones and Network Voicemail.
Ability to detect Fax machine/modem within 200ms
Ability to detect Answering Machine within 1.5s after
the Welcome message speech starts.
Ability to detect Beep tone after Answering Machine
Welcome message.
http://en.wikipedia.org/wiki/Special_information_tone
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 103
 Typical Use-Case Scenario
Agent needs an experts assistance.
Customer places call to 1-
Uses Cisco Agent Desktops Chat to
800-Help and gets Agent
find Expert

Agent
CCX routes Customers
call to Agent

Customer

A
CUPS
PSTN

CUPS indicates an Expert is available to

help Agent with Customers question

Chat
Expert

Agent and Expert Chat. The Agent

can also transfer, conference and
deliver call information to the SME.

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 104
 Video Call Center

Richer Communication Experiences

Enable new kinds of entertainment
Attract new customers
Explore new business models

Richer Customer Service Experiences

Enable new kinds of services
Let me show you
Over 50% of face-to-face
communication is non-verbal
Retention of audio + visual is 5 times
greater than for audio alone
Build customer loyalty
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 105
 Courtesy Callback

Provides option for caller to leave name and

dial-back number once call is in queue
System automatically calls back prior to connecting
to agent (pre-emptive call back)
No Desktop modifications required
Works with all ACDS that are supported by ICM

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 106
 Predictive Outbound & naplata dugova
Prosena zaduenost stanovnika Srbije po bankarskim
uslugama bila je 650 evra na kraju 2009
Kreditna zaduenost graana tokom prole godine
poveana je za 4,3 odsto, sa 380,7 milijardi dinara na
397,1 milijardi dinara, a procentualno najvei rast imali
su potroaki i stambeni krediti
Kanjenje graana u otplati kredita tokom prole godine
poveano je sa 1,5 odsto na 3,2 odsto, odnosno vie
nego dvostruko
Banke se suoavaju sa problemom
naplate dugova
Izvor: http://www.b92.net/biz/vesti/srbija.php?yyyy=2010&mm=01&dd=16&nav_id=404460

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 107
 Predictive Dialing Performance Gains
This chart illustrates the typical performance gains
through implementation of Predictive Dialing

Use of Predictive Dialing can dramaticly increase

productivity and is a solution for great ROI in collecting
overdue payments!
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 108
 Do Not Call List

https://www.donotcall.gov/

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 109
 Ako va prolonedeljni izvetaj
izgleda ovako

Moda vam jednostavno treba Workforce

Management
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 110
 Ako vai agenti esto odgovaraju na
pozive ovako

Moda vam jednostavno treba Quality

Management
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 111
 Workforce & Quality Management
Workforce Management
-Sofisticirani alat za predvianje koliine i distribuciju poziva ka kontakt
centru
-Najbolji mogui raspored radne snage da bi se ostvario cilj, vodei
rauna o obuenost i dostupnost agenata
-Integrisan kao deo UCCX

Quality Management
-Snimanje glasa i agentovih Screens
-Kriterijum za ocenivanje koji se moe kreirati
po raznim parametrima
-Poveava efikasnost i produktivnost
kontakt centra
-Integrisan kao deo UCCX

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 112
 Cisco Digital Media
System

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 113
 Digital Media System dve komponente

Cisco Digital Media Desktop Aplikacija za pronos uivo: slike i VOD

System na desktop raunara
Video
Primeri upotrebe: interna komunikacija,
trening, ili marketing ka spoljnim
korisnicima

Digital Aplikacija za prenos uivo videa, glasa i

Signage grafikog sadraja na digital signage
Primeri upotrebe: reklamiranje ka
korisnicima u radnjama/ filijalama,
training, interna komunikacija
Maloprodaja, filijale banaka, vlada,
obrazovanje, transport i sl.

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 114
 Cisco Digital Media System
Media Media Media
Creation Management Access

Digital Media Manager

Digital Media Encoder 1000

Video Portal Module Cisco Video Portal

Digital Media Encoder 2000 Digital Signage Module Cisco Digital Media Player

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 115
 Digital Media System
Media Media Media Delivery Media
Capture/Creation Management and Distribution Access
Cisco Digital Media Content Author Multicast-Enabled Cisco Video Portal
Encoders WAN: Satellite

Third-Party
Content Provider/ Cisco
Creative Agency NM-VSAT for
the ISR
Cisco Digital
Media Players
Cisco Digital Unicast or Cisco
Media Manager Multicast WAN WAEs
Caching/Pre-
Positioning,
Live Streaming

Scientific-Atlanta On-Premise,
Encoders Network Administrator Remote Location

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 116
 Slide Synchronization

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 117
 Viewer Questions

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 118
 Cisco Digital Media Player (DMP)
MPEG 1/2/(4 Part 2 only) in SD and
HD, graphics, web content, text
(Scrollers), RSS feeds
Full screen video or screen zoning
Customizable on-screen templates
Advertisements/Marketing
Remote management of display
(on/off, volume, contrast, brightness)
IP-network addressable and
upgradeable
Security: Hardened
device
Local storage, high Executive Communications
availability
and automatic failover
Small form factor: 7.5 x 5 x 1.5
at 1lb.
Low power consumption
Schedules/Information
Highest reliability in industry:
223,921 hours (25 years)
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 119
 Cisco
Telepresence

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 120
 Cisco TelePresenceNov nain
komunikacije,nov nain poslovanja

Nova tehnologija za kolaboraciju na daljinu koja omoguava lokalnim i

udaljenim korisnicima oseaj bliske line komunikacije
Impresivan utisak o sastanku kreiran kombinacijom inovativnih tehnologija
i dizajna
Integrie napredne audio kodeke, ultra-HD video, interaktivne
kolaboracione alate i mreu kao platformu

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 121
 Cisco Telepresence

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 122
 Cisco TelePresence Meeting reenje
Krajnji ureaji

Cisco TelePresence System 3000

12 mesta za virtuelnim stolom
Specijalno napravljena soba
15 Mbps za 1080p, ultra-high definition
Prostorni wideband audio
Kanjenje se ne moe uoiti

Cisco TelePresence System 1000

4 mesta za virtuelnim stolom
Soba za opte namene
5 Mbps at 1080p, ultra-high definition
Wideband audio
Kanjenje se ne moe uoiti

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 123
 TelePresence virtuelni strunjak
Cisco TelePresence and Cisco
Unified contact center
Virtuelni poslovni terminali
Maloprodaja
Filijale banaka
Virtuelna zdravstvena nega
Virtuelna recepcija
Hoteli

Prodajna mesta
Call centri
Mesta gde je bliskost sa korisnicima
komperativna prednost

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 124
 Novo: Cisco TelePresence CTS-500

Lini TelePresence
Kompaktno reenje
Jednostavna instalacija
1080p rezolucija
Wideband Audio
37 LCD ekran za vie primena
Ukiljuen spikerfon
Ukljuen mikrofon
Podrka za Digital Signage
Cisco Unified IP Phone 7975G
Auto Collaborate
Person in Person ili Eksterni displej
Audio Add-In

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 125
 Novo: Cisco TelePresence System 3200

Isti Cisco TelePresence kvalitet u sobi veeg formata sa kapacitetom za

do 18 korisnika
Idealno za velike timove, cross functional team, treninge i uenje na
daljinu
Jednostavna integracija sa ostalim Cisco TelePresence krajnjim
ureajima i infrastrukturnim komponentima

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 126
 Customer Choice for the Industrys
Best Immersive Telepresence
TODAY

CTS 3000 Series T3 / T1

Multiscreen
immersive experience
Immersive graphical
collaboration
Intra / Intercompany
network connections
Flexible Room Environments Complete vendor Fixed Room Environments
Classic Design interoperability Contemporary Design
Models for 6, 14 and 18 Seats 2, 6 seats and custom options

NEXT

WebEx Integration Touch Screen Display for UI

One Button To Push Three touch-enabled
Media Switching collaboration screens on table
HD Content Studio Continuous Presence

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 127
 Cisco TelePresence Endpoint Portfolio pre
Tandberg akvizicije
Personal Multipurpose Dedicated

CTS 500 CTS 1100 CTS 1300 CTS 3010 CTS 3210
12 Seats 2 Seats 6 Seats 6 Seats 18 Seats

Scheduling and Operation Services and Solutions

Multipoint-48 segments SD and HD interoperability
One-button scheduling server Recording studio
Intercompany services End-to-end encryption

Planning and Design Implementation and Support

Network readiness Installation
Room readiness (3000/3200) Monitoring, support, helpdesk
Groupware integration Financing

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 128
 CiscoTANDBERG Update
TANDBERG Products

PrecisionHD
USB Camera E20
EX90

T1 T3
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 129
 T3 Custom Edition

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 130
 Cisco TelePresence Multipurpose Room Portfolio
The industrys broadest portfolio of integrated multipurpose room systems
Profile 42 Profile 52 | Profile 52 Dual Profile 65 | Profile 65 Dual CTS1300

Picture-in-picture, auxiliary display and full screen options

Flexible room configurations to fit all your spaces and environments

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 131
 Cisco Personal TelePresence Portfolio

On the Road Telecommuter/ Office Executive Presence

PC Mobility Desktop Appliance Immersive Office

Movi with PrecisionHD 1700 EX90 CTS 500 CTS 1100

Broad portfolio options for many user communities

Extends Cisco TelePresence to IP Communications 9900

Series E20
Flexible Bandwidth options for scalability
Voice moves to Video.!
Interoperability throughout | Media Services | Business to Business Connections
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 132
 EX90

Absolute quality with no compromises: amazing

face-to-face from your desk with vivid, lifelike 1080p30
resolution on a large 24" HD screen
TANDBERG inTouch: the 8" interface is simple to use
- just a glide of the finger to make and manage calls,
similar to the T3 and T1.

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 133
 Industry Video Conferencing
Application

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 134
 Tandberg Content Server

Record and stream video

and H.239 dual-stream
presentations from any
H.323 or SIP
videoconferencing unit
Content creation from
anywhere using
TANDBERG
Expressway
Compatible with all major
streaming formats,
including Windows
Media, Flash and
QuickTime
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 135
 FIFA World Cup 2010
Deutschland Cisco TelePresence
for a Competitive Edge

Telepresence optimizes our communications with

each other, enabling us to respond to situations even
more effectively. Deutsche Telekom and Cisco's
support means that we can prepare for the World Cup
in South Africa at a high technical standard.
Oliver Bierhoff,
Deutscher Fuball Bund, DFB

Enable live, immersive meetings for

DFB, German Football Association
Connect team, coaches, headquarters
and partners from around the world
Share information and video footage for
faster decision making and analysis

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 136
 Webex

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 137
 WebEx Snapshot
Growth in Customers
10+ year history of innovation,
growth, 80,000
and market leadership
70,000
Pioneer in cross-company
collaboration
60,000
Pioneer in SaaS (Software as a
Service) model 50,000

Acquired by Cisco in 2007 40,000

>70,000 paying customers
30,000
2.8 million registered users
Over 125,000 meetings per day, > 20,000
7M people in WebEx sessions
each month
10,000
MediaTone Network: Intelligent,
Secure, Reliable, and Scalable
Global Delivery. 99.99%+ 0
availability with
full hot-site redundancy 2000 2004 Today

Includes WebOffice, MeetMeNow, and PCNow

Customers Starting in 2006

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 138
 Cisco WebEx

WebEx Connect Business Specific Meeting Solutions

Event Sales Training Support

Center Center Center Center

Webinars Online Sales Online Training Remote Support

Online Events and Access

Meeting Center
General Collaboration

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 139
 WebEx Connect
Email

Presence

Instant Messaging

Shared Workspaces

Voice

Video

Web Meetings

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 140
 Cisco Webex Mail

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 141
 Cisco WebEx Mail
Prirodna kompatiblnost isti
doivljaj korisnika
Native Outlook klijent. Nema
plug-in, nije IMAP
Native ActiveSync i BlackBerry
podrka
Linux
Fleksibilan, siguran, powerful
Standardne komponente: Lean
& simplified
Linux file sistem:
Skalabilan, fleksibilan
Manja cena infrastrukture:
Server, storage, HA, DR

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 142
 Paketi

Funkcije Webmail klijent Standardan paket

AJAX webmail klijent

5GB mailbox

High Availability

IronPort AS/AV bundled

Full Outlook support

ActiveSync (Windows
Mobile devices, iPhone)
Dodatna
Blackberry Support cena

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 143
 SIP trunk za PSTN
pristup

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 144
 ta je SIP trunk?
CUBE ( IP to IP Gateway)
SIP trunk
TDM
SCCP/SIP SP
PSTN
SBC
CUCM CPE
SP i / ili Customer
Managed

IP interkonekcija za voice & data korienjem SIP-a kao VoIP protokola

Omoguava multimedijalnu komunikaciju, END to END preko IP
SIP trunk servis moe biti
Managed SP obezbeuje CPE ureaj da, pored osnovnih voice servisa,
obezbedi i nadgledanje i garantovanje SLA
unManaged Slino analognoj telefonskoj liniji obezbeuje osnovni voice
servis
Managed service omoguava SP da:
Ponude nove napredne servise, kao to su fixed mobile convergence, web
conferencing, Presence, IM i multimedijalni servis
Garantuju sigurnost i SLA

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 145
 Telefonske linije su prele na IP
i trunkovi nisu daleko iza 2008
TDM
Share of PBX Lines Shipped IP
IP
100 TDM

80
50%
60

40

20 Source: Infonetics, 2007

0 North American SIP Trunk Forecast

2001 2002 2003 2004 2005 2006 2007 2008 2009
Source: Synergy
54% CAGR
Koliko jo godina
pre nego 50% UC
trunkova budu
preko IP ?

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential
Source: Frost&Sullivan 2008
* Frost and Sullivan, July, 2008
146
 SIP vs. TDM trunk
Consideration SIP Trunk TDM Trunk
Basic call completion Well defined Well defined
Suppl. services (Xfer, FWD, Hold, Conf) Requires validation testing Well defined
Fault Monitoring and Isolation Options PING monitoring Yellow/Red Alarms

Emergency Call (911) Handling Special Handling per SP Well defined

Malicious Call-ID (MCID) Not defined Well defined
Caller-ID delivery Inconsistent Consistent
Voice Band Data Modems/Baudot TDD ill-defined Well defined
or unsupported
Fax Technology Industry interop issues Well defined
Deterministic traffic engineering. SP dependent Well defined
How are bursts handled? Who sends back equipment
busy, enterprise or SP? Who provides
announcements?
Porting numbers Within single SP control Well defined
Geographic and legal dependencies of call Independent of geography Geographically
routing but not of legislation dependent
Future rich media services Great potential No
Cost to enterprise for service Inconsistent Well defined
Flexibility of call routing; site aggregation Very flexible SP dependent
Security considerations IP considerations; toll fraud Toll fraud
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 147
 Cisco Unified Border Element
Integrisani mreni infrastrukturni servis
TDM Gateway
Cisco Unified Border Element Voice and Video TDM
Session Management Interconnect
H.323 and SIP Interoperability PSTN Backup
Demarcation
Security
Routing, FW,
CUBE IPS, QoS

Unified CM
Conferencing and
WAN Interfaces Transcoding

RSVP SRST
Agent
VXML GK
Note: Some features/components may require additional licensing
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 148
 Reference SIP Trunking Architecture
SIP Proxy /
Services NMS & Softswitch
(Presence, Signaling PSTN
OSS
VM etc)
ITP
Bearer

SP Network | Customer Premise

Media
GW

SP-Managed |
SBC
SIP Trunk

CUBE CUBE CUBE

FW/NAT FW/NAT FW/NAT
CUBE CUBE ALG ALG CUBE ALG

CUCM CUCME SBCS IP PBX TDM PBX

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 149
 Zato Cisco CUBE za interkonekcije?
Connect Method Managed Managed Router
Direct Managed Router Running
trunk Router Running Cisco UBE
Feature NAT/PAT
Voice Calls Possible X X X X
QoS Can Be Guaranteed X X X
Security X X X
IP Address Hiding X X
Call Counting X
Signaling Interworking (H323/SIP) X
DTMF Interworking X
Transcoding (Any to Any Codec, etc.) X
TCL/VxML (Ability to Run Scripts on Calls) X
Redundancy (HSRP) X X
Routing and rules based on Layer 7 information (i.e. Phone #,
codec), Single SP interconnect for multiple services
X

Per Call Voice Quality Statistics X

CDR Collection Point for Multiple Entities X
Support for REFER (Note: NOTIFY on DEMAND, Not Subscribed) X X
Support for REFER with NSS to Pass Information X X
Layer 3 Layer 7
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 150
 Protokol interworking
H.323-H.323 In Leg Out Leg Support

Fast Start Fast Start Bi-Directional

Slow Start Slow Start Bi-Directional

Fast Start Slow Start Bi-Directional

SIP-SIP In Leg Out Leg Support

Early Offer Early Offer Bi-Directional

Delayed Offer Delayed Offer Bi-Directional

Delayed Offer Early Offer Uni-Directional

In Leg Out Leg Support

H.323-SIP
Fast Start Early Offer Bi-Directional

Slow Start Delayed Offer Bi-Directional

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 151
 Podrka za DTMF Interworking
H.323 <-> H.323 H.323 <-> SIP SIP <-> SIP

H.323 H.323 H.323 SIP SIP SIP

H.245- H.245- H.245-
NOTIFY NOTIFY NOTIFY
Alphanumeric Alphanumeric Alphanumeric

H.245-Signal H.245-Signal H.245-Signal NOTIFY RFC2833 NOTIFY

RFC2833 RFC2833 RFC2833 NOTIFY RFC2833 RFC2833

H.245- H.245- NOTIFY KPML

RFC2833 RFC2833
Alphanumeric Alphanumeric

H.245-Signal RFC2833 H.245-Signal RFC2833 RFC2833 KPML

Voice In-Band* RFC2833 RFC2833 RFC2833 KPML KPML

H.245-
KPML Voice In-
alphanumeric RFC2833
Band*
H.245-Signal KPML
Podrka je bi-direkciona
Voice In-Band* RFC2833 *Zahteva transkoder => DSP
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 152
 Kako se omoguava ova podrka?
1.Omoguiti IP-to-IP pozive
SBC3845#config t
SBC3845(config)# voice service voip
SBC3845(conf-voi-serv)#allow-connections h323 to h323
SBC3845(conf-voi-serv)#allow-connections h323 to sip
SBC3845(conf-voi-serv)#allow-connections sip to h323
SBC3845(conf-voi-serv)#allow-connections sip to sip
2.Neophodno je da postoje Incoming i Outgoing VoIP Dial-peers
sa definisanim parametrima kao to su: Protocol, Transport,
Codec, CAC, QoS i sl.
1000 2000
Incoming VoIP Call Outgoing VoIP Call

dial-peer voice 1 voip

SBC dial-peer voice 2 voip
destination-pattern 1000 destination-pattern 2000
incoming called-number .T session protocol sipv2
session target ipv4:192.168.10.50 session target ipv4:10.10.10.5
codec g711ulaw codec g711ulaw

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 153
 Interworking
SIP Profiles Normalization
SIP profiles is a mechanism to normalize or customize SIP at the
network border to provide interop between incompatible devices
SIP incompatibilities arise Add user=phone for INVITEs
due to:
Incoming Outgoing
A device rejecting an unknown
header (value or parameter) instead INVITE CUBE INVITE
of ignoring it sip:5551000@sip.com:506 sip:5551000@sip.com:5060;
0; SIP/2.0 user=phone SIP/2.0
A device sending incorrect data
in SIP voice class sip-profiles 100
request INVITE sip-header SIP-Req-URI modify "; SIP/2.0" ";user=phone SIP/2.0"
A device not implementing (or request REINVITE sip-header SIP-Req-URI modify "; SIP/2.0" ";user=phone SIP/2.0"
incorrectly) protocol procedures
A device expecting an optional
header value/parameter or can be Modify a sip: URI to a tel: URI in INVITEs
implemented in multiple ways
Incoming Outgoing
A device sending a
value/parameter that must be CUBE
INVITE INVITE tel:2222000020
changed or suppressed sip:2222000020@9.13.24.6:5060
(normalized) before it
leaves/enters the enterprise to voice class sip-profiles 100
comply with policies request INVITE sip-header SIP-Req-URI modify "sip:(.*)@[^ ]+" "tel:\1"
request INVITE sip-header From modify "<sip:(.*)@.*>" "<tel:\1>"
Variations in the SIP standards of request INVITE sip-header To modify "<sip:(.*)@.*>" "<tel:\1>"
how to achieve certain functions
More information at www.cisco.com/go/cube > Configure > Configuration Examples and TechNotes
Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 154
 Centralizovan SIP trunk model
CUBE je na centralnoj lokaciji
Jedna SIP trunk IP adresa ka SP
Svi pozivi sa udaljenih lokacija idu kroz centralnu lokaciju gde je
terminiran SIP trunk
SP VoIP
PSTN

SBC

A
HQ-SP RTP
Branch-HQ RTP
CUBE
MPLS

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 155
 Distribuirani SIP trunk model
CUBE na svakoj lokaciji
SIP trunk IP adresa po lokaciji
Pozivi idu direktno sa svake lokacije ka SP

SP VoIP
PSTN

SBC

A
Site-SP RTP
CUBE
MPLS

CUBE CUBE CUBE CUBE CUBE

Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 156
 Bringing It All Together:
Making Unified Communications Work
Collaboration
Mobility
Unified Messaging
Video
The Part You See
IP Telephony
Customer Contact

Intelligent
Network Access LAN Switching
Control
Home Net Dynamic User
Video Association Tracking
Carrier
Auto VLAN Softswitch Storage

Firewall Secure VPN Access Remote The Part You

WiFi Networking Management Dont See:
Host Intrusion
The Intelligent
Dynamic Device Seamless
Discovery Mobility Protection Information
Enhanced
Network
Auto QoS
Power Management Enables
Intelligent
Traffic Routing
Integration

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Presentation_ID 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 158