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Research

Publication Date: 8 June 2005 ID Number: DPRO-90503

Cisco IP Telephony Solution


Rich Costello

Cisco CallManager's feature set and functionality continue to improve with each new release. Version 4.1 addresses key areas such as security and voice encryption, toll fraud, account codes, call coverage, Q.Signaling enhancements, video telephony and Cisco Unity user integration.

2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The reader assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions expressed herein are subject to change without notice.

TABLE OF CONTENTS
Corporate Headquarters.................................................................................................................... 4 Overview............................................................................................................................................ 4 Analysis ............................................................................................................................................. 4 AVVID, Cisco CallManager and Cisco CallManager Express (CME) .................................. 4 Interoperability With Legacy Systems ........................................................ 5 System Components ............................................................................................................ 6 Cisco CallManager Software ................................................................................... 6 Cisco CallManager Express (CME)............................................................ 7 Cisco CallManager Version 4.1.................................................................. 9 Cisco MCS Platforms ............................................................................................ 10 Cisco Voice Gateways........................................................................................... 11 Cisco IP Phones .................................................................................................... 12 Cisco IP Phone 7970G ............................................................................. 12 Cisco IP Phone 7960G ............................................................................. 13 Cisco IP Phone 7940G ............................................................................. 13 Cisco Wireless IP Phone 7920................................................................. 13 Cisco IP Phone 7912G ............................................................................. 13 Cisco IP Phone 7910G+SW ..................................................................... 14 Cisco IP Phone 7905G ............................................................................. 14 Cisco IP Phone 7902G ............................................................................. 14 Cisco IP Phone Expansion Module 7914 ................................................. 15 Cisco IP Conference Station 7936 ........................................................... 15 Cisco CallManager Attendant Console ................................................................. 15 Cisco IP Communicator............................................................................ 16 Cisco Web Dialer...................................................................................... 17 Key Functionality ................................................................................................................ 17 Cisco Survivable Remote Site Telephony (SRST)................................................ 17 Cisco CallManager Administration ........................................................................ 20 Cisco Bulk Administration Tool (BAT) ...................................................... 20 Cisco Real Time Monitoring Tool (RTMT)............................................................. 20 Power over Ethernet (POE)................................................................................... 21 Contact Centers..................................................................................................... 21 Voice/Unified Messaging ....................................................................................... 22 Cisco Unity 4.0 ......................................................................................... 22 Third-Party Voice Mail Connectivity ......................................................... 22 Cisco Emergency Responder (E-911)................................................................... 23 Cisco QoS Policy Manager (QPM) for AVVID....................................................... 24 CiscoWorks IP Telephony Environment Monitor (ITEM)....................................... 24 Pricing.............................................................................................................................................. 24 GSA Pricing ........................................................................................................................ 26 Competitors ..................................................................................................................................... 26 Strengths ......................................................................................................................................... 26 Limitations........................................................................................................................................ 26 Recommended Gartner Research ..................................................................................... 27 Insight .............................................................................................................................................. 27

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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LIST OF TABLES
Table 1. Cisco CallManager 4.1 ........................................................................................................ 4 Table 2. Cisco CallManager v.4.1 Overview ..................................................................................... 9 Table 3. Cisco CallManager MCS Platforms* ................................................................................. 11 Table 4. Price List: Cisco CallManager ........................................................................................... 24 Table 5. Cisco Survivable Remote Site Telephony (SRST) Pricing Examples............................... 25

LIST OF FIGURES
Figure 1. Clustering in a Cisco CallManager Network....................................................................... 7 Figure 2. Cisco CallManager Attendant Console Cisco CallManager Attendant Console uses an intuitive and configurable GUI as the primary means for an attendant to handle calls and monitor line status......................................................................................................................................... 16 Figure 3. Cisco Survivable Remote Site Telephony (SRST) The SRST option comprises network intelligence integrated with Cisco IOS software in routers for providing basic call processing during a WAN outage for IP phones located in branch office locations. ......................................... 19

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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ANALYSIS

Corporate Headquarters
Cisco Systems, Inc. 170 W. Tasman Drive San Jose, CA 95134-1706, U.S.A. Tel: +1 408 526 4000 Fax: +1 408 526 4100 Internet: www.ciscosystems.com

Overview
Most of the features of Cisco's IP Telephony Solution are delivered through the call control server; hence, we focus primarily on Cisco CallManager and Cisco CallManager Express. But this report also covers a variety of other Cisco products (IP phones, voice gateways, routers, Cisco Unity messaging, Cisco contact center products and other products and applications). Collectively, these products compose Cisco's IP Communications Solutions. They are designed to be used in conjunction with each other, but can certainly be bought (and in some cases deployed) independently of each other. Table 1. Cisco CallManager 4.1
Feature/Functionality Max. Number of IP Phones Supported Current 7,500 IP phones per Cisco CallManager server (MCS 7845); up to eight active Cisco CallManager servers can be clustered, supporting a total of 30,000 IP phones per cluster. 125,000 BHCCs max. per server; 250,000 BHCCs per cluster using MCS 7835 or 7845 servers. Microsoft Windows 2000 Cisco Media Convergence Servers 7815, 7825, 7835 and 7845 Pure IP-based system (10/100Base-T Ethernet) Comments The maximums supported are configurationdependent.

Busy Hour Call Completions (BHCCs) Rating Operating System (OS) Server Platforms Supported Switching Transport

The maximum BHCC ratings are configurationdependent. Also, selected third-party servers from HP/Compaq and IBM. Also supports IP over frame relay, asynchronous transfer mode (ATM) interfaces.

Analysis AVVID, Cisco CallManager and Cisco CallManager Express (CME)


AVVID (Architecture for Voice, Video and Integrated Data) is Cisco's proprietary, converged networking architecture for delivering voice, data and video to organizations over a common IP

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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transport. Cisco has expanded the AVVID brand/architecture to include other areas besides IP telephony, such as security, wireless, storage and so forth. The company lists four distinct components that comprise AVVID: Infrastructureswitches, routers and gateways; ApplicationsCisco CallManager servers, video servers, messaging servers, directory servers, storage servers, Extensible Markup Language (XML) servers; Service controlnetwork services software for routing, quality of service (QOS), management and security; and ClientsIP phones, IP SoftPhones (PCs), wireless and video devices, personal endpoints.

Cisco CallManager is a pure IP-telephony solution that operates on Cisco AVVID-based enterprise local-area networks (LANs) and wide-area networks (WANs). The reference to "pure" IP means that IP signaling and packetization are used for system call processing, along with an IP network utilized as the transport media from network to desktop. Cisco CallManager sends packetized voice across an IP-based LAN to an IP-telephony gateway connected to a WAN or the public switched telephone network (PSTN). At the desktop, the solution requires deployment of Cisco IP phones in lieu of traditional PBX digital telephones. Analog devices are optionally supported through Cisco analog gateways. Cisco has aggressively positioned and promoted Cisco CallManager and CallManager Express (CME) as alternatives to traditional circuit-switched PBXs for larger organizations, and key systems for small branch office locations, respectively. Cisco CME is a Cisco Internetwork Operating System (IOS) router-based telephony solution for small-to-midsize businesses with requirements for up to 240 users (maximum) with IP or analog phones.

Interoperability With Legacy Systems


For enterprise customers with legacy equipment investment, Cisco CallManager can interoperate with legacy voice equipmentincluding established Simplified Message Desk Interface (SMDI)based voice mail systemsas customers look to migrate to IP telephony. Cisco CallManager support of industry protocols such as Q.Signaling and Voice Profile for Internet Messaging (VPIM), as well as Cisco's own Unity Bridge, can be used to help customers transition from time division multiplexing (TDM) to IP telephony solutions. Basic Q.Signaling (Q.Sig) feature support was introduced in Cisco CallManager v.3.0, and enhanced in v.4.0 with Q.Sig features and enhancements such as Call Diversion, Call Transfer (All, B, NA), Message Waiting Interface and Calling/Connected Name Presentation. Q.Sig interoperability with more types of third-party PBXs is also supported in v.4.0. Version 4.1 adds Q.Sig feature enhancements for Alerting Name, Call Diversion by Reroute, Call Back/Call Completion, Path Replacement and H.323 Annex M.1. A Primary Rate Interface (PRI) link between Cisco CallManager and a third-party PBX can provide, for example, five-digit, desk-to-desk dialing and access to and from the PSTN for IP telephony users. So generally speaking, Cisco CallManager can support a dialing plan with thirdparty PBXs either via Q.Sig, or a standard T1/E1 Channel-Associated Signaling (CAS) or T1/E1 PRI connection. However, more specific dial-plan requirements may be an issue, such as uniform dialing plans.

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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Interoperability with third-party voice mail systems is supported, but depending on the system, may require a digital PBX adapter (Cisco DPA 7630), or converting digital set emulation on the voice mail system to SMDI with analog ports.

System Components
Key components of Cisco AVVID include the following: Cisco CallManager call processing software (version 4.1); Cisco CallManager Express (version 3.2); Cisco MCS 7815, MCS 7825, MCS 7835, MCS 7845HMedia Convergence Servers for running Cisco CallManager; Selected third-party servers from HP/Compaq and IBM for running Cisco CallManager software; Cisco Voice Gateways; and Cisco IP Telephones (Cisco 7970G, 7960G, 7940G, 7920, 7912G, 7910G, 7905G and 7902G IP phones; Cisco IP Conference Station 7936; Cisco IP Communicator; and Cisco IP SoftPhone).

Cisco CallManager Software


Cisco CallManager is the core software component for providing call control and call processing, network signaling, connection services, PBX functionality and feature management. The software can operate on Cisco MCS 7815, MCS 7825, MCS 7835 and MCS 7845 server platforms. Selected HP/Compaq DL380-G3 and DL320-G2 servers and IBM xSeries 306 or 346 servers can also be used with Cisco CallManager. However, any customer-provided servers must match specific server configurations. Cisco CallManager servers support feature and function delivery to packet-based devices such as IP phones, IP soft clients, voice over IP (VoIP) gateways, LAN switches and multi-function routers. System call routing services for network devices establish the destinations between points of communication from client to client. Cisco CallManager sets up and breaks down calls and creates a log of all calls. Cisco CallManager is implemented in a centralized architecture design using a feature Cisco calls clusteringthe use of multiple Cisco CallManager servers sharing the same database and resources. Clustering provides a mechanism for distributing Cisco CallManager across a converged IP network infrastructure, facilitates redundancy, provides transparent sharing of resources and features, and supports system scalability. Cisco CallManager servers within a cluster can be located up to a maximum of about 1,000 miles apart, but this can depend on network latency too. Clustering technology enables the grouping of up to eight active Cisco CallManager servers per cluster, and management of the cluster via the Cisco CallManager Administration application along with other devices and applicationsas a single entity across an IP network. Maximum cluster server support can include eight active Cisco CallManager serverseither eight load balancing or four primary and four backup; one database publisher server; and one or two Trivial File Transfer Protocol (TFTP) serverstwo if the customer wants a backup TFTP server for redundancyfor a total of 10 or 11 servers supported per cluster. Each cluster can have only one database publisher and one TFTP server (either separate or combined). The other Cisco

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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CallManager servers in the cluster subscribe to the publisher database and maintain their own local copy of it. For large systems or multisite environments, up to 100 Cisco CallManager server clusters can be interlinked in a network configuration. In multi-cluster environments, Cisco CallManager servers are logically coupled through an H.323 signaling interface. Multiple clusters cannot be managed from a single Cisco CallManager Administration applicationeach cluster must be provisioned with its own application. The figure "Clustering in a Cisco CallManager Network" shows a cluster with three Cisco CallManager servers in a network configurationone database publisher and two database subscriber servers. Figure 1. Clustering in a Cisco CallManager Network

Source: Cisco Systems, Inc.

Cisco CallManager Express (CME)


Cisco CME is an IP telephony solution embedded in Cisco IOS software that operates on a range of Cisco routers and access devices. It supports a smaller feature set than Cisco CallManager, one that is more cost-effective for small and midsize businesses, and one that closely emulates key system and low-end PBX functionality.

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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Depending on the router platform utilized (there are several), CME can provide integrated IP telephony, voice mail and automated attendant, in addition to quality of service (QOS), security features, encryption and firewall protection. It can interoperate with Cisco CallManager at larger sites, provide local call processing at branch office locations where required, and interoperate with Cisco Survivable Remote Site Telephony (SRST). CME is supported on a range of Cisco voice-enabled routers, including the new Cisco Integrated Services Routers (ISRs): Cisco 2430 Series Integrated Access Devices (IADs), 1760-V and 1751-V Access Routers; 261x XM and 262x XM Series Access Routers; and 2691, 3725 and 3745 Access Routers. Cisco 2801, 2811, 2821, 2851, 3825 and 3845 ISRs.

The IP phones supported on Cisco CME include the same Cisco IP phones supported on Cisco CallManager (see the section "Cisco IP Phones" below). Features and functionality of Cisco CallManager Express v.3.2 include the following: Shared-line Appearances; Multi-line Appearance per Phone; Call Forward, Call Forward All Restriction; Call Hold, Pick and Retrieve; Caller ID, automatic number identification (ANI), Calling Name; Call Park; Call Transfer (consultative and blind); Call Waiting; Speed Dials via XML; Last Number Redial; Paging built-in or to external system; Intercom; Three-Party Conference; PhoneIDLE URL, on-hook dialing, speed and last number redial; Web-based graphical user interface (GUI)moves, adds and changes, and GUI customization; Basic Auto Attendant using Tool Command Language (TCL); Music on Holdon internal flash or external; XML Services, Local Directory Lookup; Computer-telephony integration (CTI) support via TAPI Lite; Language support for English, Italian, German, Spanish and French;

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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Integration with Cisco Unity voice mail/unified messaging (VM/UM), or third-party voice mail integration with Octel, Active Voice, Stonevoice, Comverse; CME interoperability with Cisco CallManager using H.323 trunking supporting a hybrid, distributed modelCall Transfer, Call Forwarding, Calling Name and Number (Call ID) features are supported; Native Cisco 7920 Wireless IP phone support; localization for Cisco 7905 IP, 7912 IP phones for the European market; and Higher densities (up to four T1s/E1s) for digital PSTN or WAN connectivity on a network module form factor (NM-HDV2).

Cisco CallManager Version 4.1


Cisco CallManager call processing software version 4.1 includes the following new features and enhancements. Table 2. Cisco CallManager v.4.1 Overview
New Features Basic Rate Interface (BRI) Support Call Coverage for Routing Calls to Individuals or Groups Call Display Restrictions Cisco Unity User Integration Forced Authorization Codes (FAC)/Client Matter Codes (CMC or Account Codes) Description Ability to register BRI endpoints as SCCP devices. Forwarding based on internal/external calls. Forwarding out of a coverage path. Timer for maximum time in coverage path. Based on time of day, day of week, day of year routing/restrictions. System administrator can block calling/called/connected name/number between certain phones. Allows integration between Cisco CallManager directory number or user admin pages and Cisco Unity voice mailbox configuration. FAC: Allows a system administrator to require that an authorization code be entered prior to extending a call to a specific route pattern. CMC: Allows a system administrator to require that a client matter code be entered prior to extending a call to a specific route pattern. FAC and CMC information is recorded in the Cisco CallManager Call Detail Records (CDR) database. Alerting Name specified in ISO 13868 Call Back specified in ISO/IEC 13870 Call Diversion by Reroute H.323 Annex M.1 (Q.Sig over H.323) Path Replacement specified in ISO/IEC 13863 MGCP BRI support European Telecommunications Standards Institute (ETSI) BRI basic-net3 (user-side only).

New Q.Sig Capabilities

Station Through Trunk (Media Gateway Control Protocol [MGCP] gateways) Support

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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New Features Security

Description Secure HTTP (HTTPS) support for the following Cisco applications: CallManager Administration, CallManager Serviceability, CallManager User, Real-Time Monitoring Tool (RTMT), CallManager TraceAnalysis, CallManager Service, Trace Collection Tool and CDR Analysis Reporting (CAR). Privacy: Cisco CallManager support for encryption of signaling and media. Devices supported now include Cisco IP Phone 7940 and 7960; Cisco SRST and MGCP gateways. Cisco IP Phone 7970 already supports encryption. Secure Sockets Layer (SSL) for Directory: Supported applications include Bulk Administration Tool (BAT), CAR, Cisco CallManager Admin User Pages, Cisco CallManager Admin IPMA Pages, Cisco CallManager User Pages/IP Phone Option Pages, Cisco Conference Connection, CTI Manager, Extension Mobility, IP Manager Assistant and Multilevel Administration (MLA). Support for T.38 fax when using H.323 gateways. Ability to block transfers from external trunks or gateways to external trunks or gateways Ability to drop an ad hoc conference call when originator hangs up Ability to drop an ad hoc conference call when all internal callers hang up

T.38 Fax Support (H.323 only) Toll Fraud Prevention

System Enhancements: Cisco Attendant Console The Attendant Console has been "accessibility enabled" to simplify use for visually handicapped attendants; supports JAWS screen reader software, shortcut keys, audible alerts and a dial pad display for call treatment. Adds the following capabilities: BRI station preemption; support for MLPPenabled (UUIE) user-to-user information element-based PRI 4ESS interface; executive override precedence level (a level not previously supported); location-based MLPP over intra-cluster and inter-cluster, limited bandwidth WAN links; inter-cluster MLPP support; and signal information element (as described in 4.5.24 of ANSI T1.607). Adds the following capabilities: support for the SCCP H.264 video codec; mid-call video for Cisco VT Advantage; video display mode for IPVC 3.6 Plus; participant information for IPVC 3.6 Plus; and dynamic H.323 addressing (E.164 addressing) for H.323 clients.

Multilevel Precedence and Preemption (MLPP)

Video

Cisco MCS Platforms


Cisco Media Convergence Servers (MCS) are turnkey, fault-tolerant MS Windows 2000-based IBM and HP servers that come pre-installed with Cisco CallManager software. Currently available Cisco MCS servers for Cisco CallManager are as follows: MCS 7815I-2000 (with Intel Pentium IV2.0GHz) MCS 7825H-3000 (with Intel Pentium IV3.06GHz) MCS 7835I-3000 (with Intel Pentium IV3.06GHz) MCS 7835H-3000 (with Intel Pentium IV3.06GHz) MCS 7845H-3000 (with dual Intel Pentium IV3.06GHz)

The ICS 7750 product has been discontinued. The Cisco CallManager Express (CME) product, running on a new Cisco ISR, provides equivalent functionality at a significantly better price point.

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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The table "Cisco CallManager MCS Platforms" lists basic capacity information for the hardware platforms currently available for CallManager. Table 3. Cisco CallManager MCS Platforms*
Capacities Max. Number of Ports Max. Number of Stations Max. Number of Trunks Max. Number of Attendant Consoles Max. BHCC Rating
*All ratings per server. **Limited only by the number of device units supported within a Cisco CallManager server cluster. ***Up to 200 Attendant Consoles supported per cluster.

MCS 7815 ** 300 ** 200*** 10,000

MCS 7825 ** 1,000 ** 200*** 30,000

MCS 7835 ** 2,500 ** 200*** 125,000

MCS 7845 ** 7,500 ** 200*** 125,000

With high reliability for running mission-critical applications as a design requirement, Cisco CallManager MCS servers can support 19-inch rack-mount or stand-alone server designs; load balancing; N+1 and N+2 redundancy; hot-swappable redundant power supplies, fans and hard drives; Small Computer System Interface (SCSI) drives; and hot-pluggable redundant array of independent disks (RAID) hard drives with disk-mirroring technology. Some server platforms also support an automated failover feature and recovery trunk groups. With N+2 redundancy, when a server fails, a Cisco CallManager IP phone can go to a list of up to three Cisco CallManager servers within its cluster and register with a backup to continue the call setup operation.

Cisco Voice Gateways


Cisco voice gateways extend IP communications systems by connecting IP telephones to analog stations, established switches, IP trunks through H.323, Session Initiation Protocol (SIP) and MGCP, and PSTN connections. Cisco voice gateway functionality is available in dedicatedgateway devices such as the VG224, but it is also available in many existing routers and switches. New VoIP gateways may not have to be purchased to implement CallManager. Depending on the customer's current network configuration, in many cases Cisco can add VoIP gateway capability to established equipment to supplement the Cisco CallManager installation. These gateways provide the software, protocol support (H.323, MGCP, SIP), telephony interface support (FXS, DID, FXO, BRI, PRI, T1 CAS, J1 and others) and the IP telephony interface through Ethernet and Fast Ethernet (FE) interfaces. The following are scalable Cisco voice gateways, routers, switches and other devices that interface the Cisco packet telephony network with PBXs, analog stations, key systems and the PSTN: Cisco VG224 and VG248 IP Telephony Analog Station Voice Gateways Cisco 1750 Modular Access Router Cisco 2600XM Series Modular Access Router Cisco 2800 Series of Integrated Services Routers (2801, 2811, 2821, 2851)

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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Cisco 3700 Series Modular Access Router Cisco 3800 Series of Integrated Services Routers (3825, 3845) Catalyst 4000 Series Enterprise LAN Switch Family Catalyst 6000 Series Enterprise LAN Switch Family Cisco 7200 Series High-Performance Multifunction Router Cisco 7500 Series High-End, High-Performance Router Cisco AS5350 Voice Gateway Cisco AS5400 Voice Gateway Cisco AS5800 Voice Gateway Cisco MGX 8230 Edge Concentrator Cisco MGX 8250 Multiservice Switch Cisco MGX 8850 Multiservice Switch Cisco IGX 8400 Voice Network Switching Catalyst 8540 Multiservice ATM Switch Router Cisco BPX 8600 Series Wide-Area Edge Switch Cisco DPA 7630 Voice Mail Gateway Cisco Analog Telephone Adapters ATA 186/ATA 188

Cisco IP Phones
Cisco markets its 7900 Series of IP telephones and Cisco IP Conference Station 7936, along with the Cisco Attendant Console and Cisco IP Communicator for Cisco CallManager and Cisco CME.

Cisco IP Phone 7970G


High-end Cisco IP phone for executives and managers; High-resolution (320-by-234) color touch screen display (3.38 inches by 4.5 inches); Local power and Institute of Electrical and Electronics Engineers (IEEE) 802.3af in-line power support; Also supports Cisco pre-standard in-line power; Media and signaling encryption, X.509 v.3 digital certificates, digitally signed firmware and configuration files; Supports G.711a, G.711u and G.729ab audio compression codecs; and Contains an internal Cisco two-port Ethernet switch that allows for the direct connection to a 10/100Base-T Ethernet LAN via an RJ-45 interface with single LAN connectivity for both the phone and a colocated PC.

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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Cisco IP Phone 7960G


High-end Cisco IP phone for executives and managers; Supports multi-protocol capability: Cisco SCCP, H.323, SIP and MGCP; Integrates with the Lightweight Directory Access Protocol 3 (LDAP3) standard directory; Large pixel-based liquid crystal display (LCD); Supports software updates to the phone's flash memory; Supports G.711 and G.729a algorithms for voice compression; Media and signaling encryption, X.509 v.3 digital certificates, digitally signed firmware and configuration files; Contains an internal Cisco two-port Ethernet switch that allows for the direct connection to a 10/100Base-T Ethernet LAN via an RJ-45 interface with single LAN connectivity for both the phone and a colocated PC; and Supports local or in-line power.

Cisco IP Phone 7940G


Midrange Cisco IP phone for low- to medium-traffic users with directory number requirements; Supports multi-protocol capability: Cisco SCCP, H.323, SIP and MGCP; Integrates with the LDAP3 standard directory; Large pixel-based LCD; Supports software updates to the phone's flash memory; Supports G.711 and G.729a algorithms for voice compression; Media and signaling encryption, X.509 v.3 digital certificates, digitally signed firmware and configuration files; Contains an internal Cisco two-port Ethernet switch that allows for the direct connection to a 10/100Base-T Ethernet LAN via an RJ-45 interface with single LAN connectivity for both the phone and a colocated PC; and Supports local or in-line power.

Cisco Wireless IP Phone 7920


The Cisco Wireless IP Phone 7920 is an IEEE 802.11b wireless IP phone that provides voice communications in conjunction with Cisco CallManager and Cisco Aironet 1200, 1100, 350 and 340 Series of Wi-Fi or wireless fidelity (IEEE 802.11b) Access Points.

Cisco IP Phone 7912G


Single-line Cisco IP phone for general-purpose areas; Pixel-based LCD;

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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Support for local or in-line power; Cisco SCCP, H.323 v.2 and SIP (2543) protocol support; G.711a, G.711u and G.729ab codec support; and Contains an internal Cisco two-port Ethernet switch that allows for the direct connection to a 10/100Base-T Ethernet LAN via an RJ-45 interface with single LAN connectivity for both the phone and a colocated PC.

Cisco IP Phone 7910G+SW


Cisco single-line IP phone for common-use areas that require basic features; Two standard 10/100Base-T RJ-45 jacks for an additional LAN device, such as a PC; Cisco SCCP and H.323 v.2 protocol support; Features a pixel-based, 2-by-24 character LCD; Supports G.711 and G.729a algorithms for voice compression; Supports local or in-line power; and Supports phone firmware updates from system downloads.

Cisco IP Phone 7905G


Single-line Cisco IP phone for general-purpose areas; Features four interactive soft keys; Pixel-based LCD; Support for local or in-line power; One RJ-45 interface for 10Base-T Ethernet LAN connectivity; Cisco SCCP, H.323 v.2 and SIP (2543) protocol support; and G.711a, G.711u and G.729ab codec support.

Cisco IP Phone 7902G


Entry-level, single-line Cisco IP phone for areas with basic calling requirements: lobby, laboratory, manufacturing floor, hallway; Four fixed-feature keys (redial, transfer, conference, VM); Local or in-line power; Provides an RJ-45 interface for 10Base-T Ethernet LAN connectivity; Cisco SCCP and H.323 v.2 protocol support; G.711a, G.711u and G.729ab codec support; and No display.

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Cisco IP Phone Expansion Module 7914


14-button, add-on module with LCD for the 7960 IP Phone, for a total of 20 programmable buttons; A second Cisco IP Phone Extension 7914 Module can also be added, expanding a Cisco 7960 IP Phone to two LCDs and a total of 34 programmable buttons; and Requires Cisco CallManager 3.1 or higher.

Cisco IP Conference Station 7936


IP-based, full-duplex, hands-free conference station; Appropriate for use on desktops, in offices and in small-to-midsize conference rooms; Features three microphones; LCD provides information such as date/time, calling party name/number, digits dialed and feature/line status; Supports Dynamic Host Configuration Protocol (DHCP) for automatic configuration to the IP network; RJ-45 connection for attachment to a Catalyst 10/100 Ethernet switch port; and Optional external microphone kit available.

Cisco CallManager Attendant Console


Cisco CallManager Attendant Console is a PC-based software application that supports the role of a traditional attendant console. Associated with an IP phone, the application allows the attendant to accept and dispatch calls to enterprise users. An integrated directory service provides traditional Busy Lamp Field (BLF) and Direct Station Select (DSS) functions for any line in the system, as well as LDAP support. The Attendant Console operator can accept calls and perform directory lookup by selecting the field title in the directory section and typing in the first few characters of the user's last name, first name or department. A directory search that matches the query is returned. It uses a configurable graphical user interface (GUI) as the primary means of call handling and line-state monitoring. The software nature of the attendant console allows assignment of line-state monitors without the need of physically relabeling extender boxes with each line monitor change. The operator can view the status of the user's line (busy, idle or ringing) and advise the caller of the line state. The operator may then transfer the call to the user by either initiating a traditional transfer sequence through the transfer function key, or dragging and dropping the call from the selected loop to the desired user's record. Basic system requirements for Cisco CallManager Attendant Console are as follows: Microsoft Windows 2000 or Windows XP operating systems Intel Pentium II 366MHz processor 128MB of RAM

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The figure "Cisco CallManager Attendant Console" shows a screen shot of the GUI used in the application to handle and monitor such things as calls. Figure 2. Cisco CallManager Attendant Console Cisco CallManager Attendant Console uses an intuitive and configurable GUI as the primary means for an attendant to handle calls and monitor line status.

Source: Cisco Systems, Inc.

Cisco IP Communicator
Cisco IP Communicator is a software-based application (softphone) that delivers telephony support through personal computers. This SCCP-based application provides PCs with the functionality of IP phones, supporting quality voice calls on the road, in the office or wherever users have access to the corporate network. When using Cisco IP Communicator remotely, users have access to the phone services and features they have in the office. System administrators can provision Cisco IP Communicator as they would any other Cisco IP phone: Eight line keys provide telephone lines and direct access to telephony features. Five soft keys present call feature options to the user. Messages key provides direct access to voice mail messages. DirectoriesCisco IP Communicator identifies incoming messages and categorizes them on the screen. This allows users to return calls quickly by using direct dial-back capability. The corporate directory integrates with the LDAP3 standard directory.
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Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

Minimum computer requirements for Cisco IP Communicator are as follows: Microsoft Windows 2000 Professional (SP3) or Windows XP (SP1) 450MHz or higher Pentium III or compatible processor 128MB RAM for Windows 2000 or 192MB RAM for Windows XP 100MB free disk space Non-Industry Standard Architecture (ISA) full-duplex sound card (integrated or Peripheral Component Interconnect [PCI]-based) or Universal Serial Bus (USB) sound device Graphics card at 800 x 600 x 16 bit or better 128-Kbps network connection

Cisco Web Dialer


Cisco WebDialer is a click-to-dial application for Cisco CallManager that enables end users to place calls from their PCs using any Cisco CallManager-controlled Cisco IP phone or Cisco IP SoftPhone.

Key Functionality Cisco Survivable Remote Site Telephony (SRST)


A Cisco Internetwork Operating System (IOS) feature called Cisco SRST uses the AVVID architecture, and Cisco's proprietary SCCP and voice-enabled routers/gateways, to provide survivability to remote IP (and analog) phones. Companies can deploy CallManagers at a central location and use their established WAN to distribute calls and functionality to Cisco IP phones at remote locations, such as branch offices. If, for any reason, the WAN link is unavailable, or the connection to the centralized Cisco CallManager fails, the SRST function can provide backup call processing capabilities to remote IP phones in the form of dial tone and basic telephony features during the outage. SRST does provide a lower-cost alternative to installing Cisco CallManager servers at each remote site, since in many cases a Cisco router may already be in place at the remote facility. However, the existing router may need to be voice-enabled. SRST is an embedded feature in Cisco IOS software that runs on the local branch office IP telephony routers. Many current non-voice Cisco routers can add this capability through a voiceenabling blade (card) and an IOS software upgrade. In the case of a WAN failure, SRST uses a capability called Network Automated Provisioning to automatically configure the associated router to switch calls to a PSTN link for failover protection. Dial tone and a basic subset of telephony features supported during the failure period include Call Hold, Last Number Redial, Speed Dial, Do Not Disturb, Multi-line Appearance and Shared Lines. On restoration of the WAN connection, the system automatically shifts call processing functionality back to the central Cisco CallManager server. No user intervention is required. The number of IP phones supported by SRST is dependent on the router platform used, with the maximum now being 720 IP phones on the Cisco 3845 Integrated Services Router (ISG) with SRST 3.2.

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The figure "Cisco Survivable Remote Site Telephony (SRST)" shows the deployment of Cisco SRST technology for connecting three branch office sites.

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Figure 3. Cisco Survivable Remote Site Telephony (SRST) The SRST option comprises network intelligence integrated with Cisco IOS software in routers for providing basic call processing during a WAN outage for IP phones located in branch office locations.

Source: Cisco Systems, Inc.

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Cisco CallManager Administration


The standard Cisco CallManager Administration application is utilized by network administrators for managing the Cisco CallManager system. From any user PC in the Cisco CallManager network, managers with administrative privileges can log on to a server that is running Cisco CallManager Administration and perform tasks such as system, device, user and route configurations, as well as end-user feature configurations. Cisco does recommend that access to Cisco CallManager Administration be from a server that is not on the same machine running Web Server or Cisco CallManager software. Possible consequences of using the administration browser on the same machine as the Web Server and Cisco CallManager include delayed dial tone and dropped calls. The Cisco CallManager Administration program supports the following Microsoft Windows operating system browsers: Netscape Communicator 4.x or later versions Microsoft Internet Explorer 5.x or later versions

Cisco's AVVID architecture allows multiple Cisco CallManager locations within the same cluster to be administratively handled as a single system via the Cisco CallManager Administration application.

Cisco Bulk Administration Tool (BAT)


As an alternative to Cisco CallManager Administration, users can purchase Cisco BAT, a Webbased application that can perform bulk transactions to the Cisco CallManager database. BAT lets administrators add, update or delete a large number of similar phones, users or ports at the same time. When using Cisco CallManager Administration, each database transaction requires an individual, manual update. BAT automates the adding, updating and deleting of the following devices and records: Cisco IP phones, including voice gateway chalice (VGC) phones, CTI ports and H.323 clients; Cisco CallManager users; Cisco CallManager User Device Profiles; Cisco IP Manager Assistant (IPMA) managers and assistants; Ports on a Cisco Catalyst 6000 FXS Analog Interface Module; and Cisco VG200 analog gateways and ports.

Cisco Real Time Monitoring Tool (RTMT)


Cisco CallManager Real Time Monitoring Tool (RTMT) provides real-time monitoring of Cisco CallManager components and 20 prepackaged alerts and monitoring reports. RTMT is a client-side, stand-alone plug-in that monitors real-time behavior of the components in a Cisco CallManager cluster. RTMT runs as an application and uses HTTP and TCP to monitor device status, system performance, device discovery and CTI applications. It also connects directly to devices by using HTTP for troubleshooting system problems. RTMT continuously monitors a set of management objects that are preconfigured and generates various alerts, in the form of e-mails, for these objects when values go over/below user-configured thresholds. RTMT

Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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then generates daily reports for these objects. The RTMT arranges the preconfigured monitoring objects into four major categories: devices, call activities, servers and services.

Power over Ethernet (POE)


Optional in-line power capability (that is, power from the LAN) for Cisco 7900 Series IP phones is supported from any Cisco in-line power-capable blade or box (for example, Catalyst switches). Cisco in-line power support has been based on proprietary Cisco technology, not on the IEEE Power over Ethernet standard supported by most other vendors. However, Cisco now supports the IEEE 802.3af standard, as well as provides backward compatibility for the more than 31 million ports of Cisco in-line power that have been shipped to customers. Cisco now supports 802.3af on many Ethernet switches and on the Cisco IP Phone 7970G.

Contact Centers
Cisco CallManager supports two Cisco contact center solutions and some third-party solutions via the Technology Affiliate Program: IPCC Enterprise Editionis targeted for midsize to very large, single-site and multisite contact center applications. It interoperates with a customer's established time division multiplexing (TDM) automatic call distribution (ACD) infrastructure, allowing for a TDM to IP Contact Center (IPCC) migration. It combines advanced routing functionality from Cisco Intelligent Contact Management (ICM) software with Cisco CallManager. Cisco IPCC Express Editionis targeted for small-to-midsize (up to 200 agents) contact center applications in a pure AVVID environment.

An integral part of AVVID, Cisco IPCC Enterprise Edition delivers intelligent contact routing, call treatment, network-to-desktop CTI and multichannel contact management over an IP infrastructure. By combining multichannel ACD functionality with IP telephony in a unified solution, Cisco IPCC Enterprise can bridge the gap between TDM and IP infrastructures, providing integration of voice, chat, e-mail and Web-collaboration applications over both of these technology platforms. This allows customers to preserve their existing investments in call center products such as ACDs, interactive voice response systems (IVRs) and PBXs. IPCC Enterprise Edition provides the following functionality: Multichannel ACD Skills-based pre- and post-routing Network-to-desktop CTI Monitoring and recording capabilities IVR integration Call queuing Real-time and historical reporting Real-time call statistics to agent and supervisor desktops Third-party customer relationship management (CRM), dialer, workforce management, call recording integrations

Cisco IPCC Express Edition meets the needs of departmental, enterprise branch or small-tomidsize companies planning to deploy an entry-level or mid-market contact center solution.

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Designed for formal and informal contact centers, IPCC Express supports call routing, contact management and administration features. Cisco IPCC Express offers ease of configuration and application hosting. Key benefits of Cisco IPCC Express include the following: Ease of installation, administration and use. Agent location independence. Shared administration with Cisco CallManager. Unified implementation for ACD, IVR and CTI.

Voice/Unified Messaging
Cisco offers the following voice and unified messaging options to Cisco CallManager end users: Integration with Cisco Unity, which can support voice messaging only, or unified messaging, as well as automated attendant functionality; and Interoperability with third-party voice mail systems, as well as any voice mail system that supports SMDI; Octel voice mail systems are certified interoperable with Cisco CallManager.

Cisco Unity 4.0


Cisco Unity 4.0 provides support for the following: Integration with Lotus Domino/Notes groupware environments, adding to its established support for MS Exchange Server/Outlook environments; Enhanced system interoperability via support of VPIM, Audio Messaging Interchange Specification (AMIS), and Unity Bridge for Octel systems; and Multiple Directory Handler feature expands support for branch offices from a centralized Unity system by allowing different views of the directory.

Unity provides unified messaging for organizations that use Microsoft Outlook clients and Microsoft Exchange Server. A voice mail-only version of Cisco Unity is also available. On the IP side, Cisco Unity can be connected using a single Ethernet cablea pure "software only" approach for Cisco CallManager that eliminates the cost of additional circuit boards. Unity's software-only integration with Cisco CallManager is intended to save hardware expense; a built-in wizard expedites installation. If the customer prefers integrating via hardware, Unity can interface to IP-PBX systems using trunk ports or T1 channels. Unity can simultaneously integrate with a traditional PBX system and Cisco CallManager (that is, a dual switch-integration capability) that provides a migration path for customers moving to IP telephony. Along with Cisco CallManager Express, Cisco launched Unity Express, a voice mail and auto attendant system. The two solutions target offices with fewer than 100 employees. Unity Express is a blade module that slots into select Cisco branch-office routers.

Third-Party Voice Mail Connectivity


Cisco DPA Voice Mail Gateways (DPA 7610, DPA 7630) are voice over IP gateways that enable legacy voice mail equipment to connect to a Cisco IP telephony network. The gateways support

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several leading traditional PBXs and voice mail systemsMeridian 1 (r.17 and higher), Avaya Definity G3 (v.3 and higher), Octel 200 and 300 (Octel Aria), and Octel 250 and 350 (Octel Serenade) systems. Cisco DPA Gateways allow Octel voice mail systems currently connected to an Avaya Definity or Nortel Meridian 1 PBXvia digital station emulationto instead connect to a Cisco CallManager system without changes to the voice mail system. Subscribers can maintain the same phone number, and any messages they have saved will remain on the voice mail system. The DPA Gateways also support feature transparency through Cisco CallManager for messaging features familiar to PBX users, such as spell-by-name and voice mail forwarding capabilities. Cisco DPA Gateways allow the voice mail system to be used solely by Cisco CallManager, or to be shared between Cisco CallManager and the PBX. Cisco DPA Gateways communicate with Cisco CallManager by emulating IP phones using an auto-sensing 10/100 Ethernet port, and communicate with the PBX and voice mail system using 24 digital-station lines. The gateways are manually configured using a menu system accessed with Telnet. Cisco CallManager can be configured automatically using the auto registration feature.

Cisco Emergency Responder (E-911)


The Cisco Emergency Responder application operates on either the Cisco MCS 7835-1000 or MCS 7825-800 platforms. A single Emergency Responder server can support a full Cisco CallManager cluster of 7,500 IP phones and 1,000 LAN switches with attached phones in the same Private Switch-Automatic Location Identification (PS-ALI) database reporting area. Cisco recommends a second Emergency Responder server with similar capacity to form a redundant Cisco Emergency Responder Group. The Emergency Responder Group can support one or more Cisco CallManager clusters, provided the total number of phones and LAN switches with attached phones is within the system capacity. Cisco touts the application as supporting critical E-911 service for enterprises by providing: Improved call-routing capabilities A real-time phone/caller location database No administrative intervention for relocating IP phones or users

An Emergency Responder location database is updated when new Cisco CallManager phone registration and user login events occur. The update information in the database is based on the Catalyst network switch port to which each phone is attached. The Catalyst switch ports are scanned in response to the information received from CallManager. When a 911 call is placed, the caller's location is determined from the Emergency Responder's database of information. Emergency Responder does not use the traditional calling number to track the call; it uses a substitute direct inward dial (DID) number called an Emergency Location ID Number (ELIN) that represents the current location of the caller. The ELIN enables the tracking of calls in the location database, which is then used by local exchange carriers (LECs) and Public Safety Answering Points (PSAPs) to route calls and identify caller locations. The PS-ALI database is utilized for one-time posting of site floor plan and cabling information. Beyond that, Cisco indicates, additional updates of moves, adds and changes (MACs) are not required. Due to differences in state regulatory requirements, the Cisco E-911 application is not compatible across all U.S. states.

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Cisco QoS Policy Manager (QPM) for AVVID


QPM is Cisco's service-level management tool for provisioning, tracking and monitoring an AVVID network's quality of service (QOS) level from end to end. Cisco IP phones support the delivery of QOS statistics to the end user at the phone; Cisco CallManager software supports the delivery of QOS statistics per call and per device for administrative purposes. QPM enables network administrators to set enterprise IP service levels for controlling bandwidth, latency and jitter, as well as other variables that improve the flow of network traffic. In most enterprises, creating network service policies, setting up differentiated levels of service and monitoring QOS are mandatory network requirements, particularly for the deployment of VoIP technology implementations such as CallManager. Cisco QPM supports the configuration of QOS levels for voice over IP in CallManager networks. Although Cisco QPM streamlines the implementation of QOS for many customers, it does not do anything above and beyond what can be configured at the command line interface (CLI) for any Cisco IOS device, which is the preferred method of implementing QOS by many Cisco CallManager customers. An independent network analysis for pre-implementation is still required for IP telephony.

CiscoWorks IP Telephony Environment Monitor (ITEM)


Formerly called VoIP Health Monitor (VoIP-HM), CiscoWorks ITEM is a suite of management applications that provides real-time, detailed fault analysis of Cisco IP telephony network components, such as Cisco CallManager servers, gateways and gatekeepers, and switches (including those supporting in-line power). The software application operates on MS Windows 2000 and NT platforms, with some portions of the suite also supporting Sun Solaris platforms. The suite consists of three modules: Voice Health Monitor (VHM), Device Fault Manager (DFM) and CD One. Also, several optional drop-in modules are available to enhance the operation of CiscoWorks ITEM.

Pricing
Table 4. Price List: Cisco CallManager
Product/Range Cisco IP Phone 7902G Cisco IP Phone 7905G Cisco IP Phone 7912G Cisco IP Phone 7910G+SW Cisco Wireless IP Phone 7920 Cisco IP Phone 7940G Cisco IP Phone 7960G Cisco Single-Line User License (7902G) Cisco Single-Line User License Cisco Multi-line User License Cisco Multi-line User License (7970G) List Price $130 $165 $245 $365 $595 $315 $415 $40 $80 $150 $195

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Product/Range Cisco IP Phone 7970G Cisco IP Conference Station 7936 Cisco IP Phone Expansion Module 7914 Cisco IP Communicator Cisco VG248 Gateway Cisco Voice-Enabled Routers/Gateways Cisco DPA 7630 Voice Mail Gateway Cisco CallManager 4.1 Call Processing Software Cisco MCS 7835, 7825 and 7815 Cisco MCS 7845H-3000 Server Cisco CallManager Express Cisco IPCC Cisco Unity 4.0 Cisco Unity Express Cisco VT Advantage Cisco MeetingPlace 8106 Conferencing Server CiscoWorks ITEM

List Price $695 $1,195 $428 $90 $11,995 $1,795 and up $6,995 $1,995 to $23,495 for software, depending on which hardware platform is chosen. List price: $7,995 (MCS 7815); $11,995 (MCS 7825); $18,995 (MCS 7835). All prices include Cisco CallManager software. List price: $39,995 (5,000 users); $47,495 (7,500 users) includes CallManager software. License ranges from $750 to $2,800, depending on the number of users. List price: $50,000base software package for 25 agents; hardware is not included. List price: $135 per user for UM software only; $65 per user for VM software only. Prices start at $2,995. $190 per user includes Universal Serial Bus (USB) camera. $69,995 with associated software and user licenses. List price is $19,995.

Table 5. Cisco Survivable Remote Site Telephony (SRST) Pricing Examples


Description For a customer with an existing voice gateway router and IP phones at a site in a centralized call processing architecture, adding SRST functionality to the voice gateway router would require: For a customer opening a new office, SRST list pricing for an office of 24 users would include the following: Price For up to 24 users, a feature license purchase of $750 per router or site For up to 48 users, a feature license purchase of $1,250 per router or site 1760-XM-V-SRST bundle ($2,995) Line Powered CAT Switch ($3,500) 7912 and 7960 IP Phones (about $8,500) T1 voice interface ($1,300) WAN interface ($400) Or approximately $680 per seat for redundant IP telephony and fullfeatured data routing and switching

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GSA Pricing
No.

Competitors
Alcatel OmniPCX Enterprise Avaya ACM (Avaya Communication Manager) Media Servers/Gateways Mitel Networks 3300 ICP NEC NEAX 2400 IPX Nortel Meridian 1 IE, CS 1000M/E Siemens HiPath 4000 ShoreTel Multi-Site Enterprise IP Solutions

Strengths
Cisco's visibility and strong name recognition in the data networking market, considerable financial resources, and significant success in penetrating the IP-PBX market so far are advantages for Cisco with enterprise customers considering IP telephony solutions. Supporting customers in areas such as business application development for vertical markets, Cisco CallManager can utilize, for example, XML technology to bring together voice and the Web on Cisco IP phones. One application combines voice recognition (voice commands) and visual feedback on Cisco IP phone screens in an information exchange system between customer and supplier. Cisco CallManager support for XML applications allows for the delivery of visual as well as audio information directly to LCD screens on the appropriate Cisco IP phones. This enables applications for end users ranging from security and collaboration to messaging and database access directly and visually from the phones. Scalability in Cisco CallManager allows up to eight active Cisco CallManager servers to be made available to end users in a cluster. N+2 redundancy enables IP phones within a cluster to failover from one server to another without the loss of voice service. More specifically, the triple-redundancy feature (in r.3.0) enables a call to roll over to a third Cisco CallManager server if the initial two servers are unavailable. The AVVID architecture allows multiple Cisco CallManager locations within the same cluster to be administratively handled as a single system via the Cisco CallManager Administration application. Cisco provides a specialization process for partners and resellers to develop the skills and organizations required to support IP telephony deploymentsthe Cisco Ecosystem of partners and application developers.

Limitations
There's no Cisco CallManager support for a traditional switched-loop attendant console, which allows calls in queue to be answered in their order of appearance.

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The Cisco SRST application for remote sites requires Cisco IP phones running Cisco's proprietary SCCP. With SRST, only a subset of basic telephone features, not a full Cisco CallManager feature set, is supported at the remote site. No CallManager support for systemwide paging or intercom features. Version 3.2 allows the configuration of a station-to-station intercom feature. Third-party solutions offer systemwide paging, intercom and zone paging applications via the Cisco AVVID Partner Program. A whisper page feature is also not supported. Cisco analog cards currently support fax machines only. Modems and other analog devices (that is, credit card swipe machines) are not supported. Cisco indicates that modems are currently supported on certain switches/gateways (Catalyst 6000, VG248) and in Cisco IOS gateways (for example, 2600 and 3700) with a recent version of Cisco IOS software. Cisco CallManager supports automatic route selection (ARS), but does not support least-cost routing (LCR). Multiple Cisco CallManager clusters cannot be managed centrally. Each cluster must be provisioned with its own Cisco CallManager Administration application. Most Cisco CallManager features do not extend beyond a single cluster, except the following: basic call setup, G.711 and G.729 calls, multiparty conference, call hold, call transfer, call park and calling line ID. When using the Cisco CallManager Administration application, each database transaction requires an individual, manual update. The optional Bulk Administration Tool (BAT) can automate the adding, updating and deleting of certain devices and records. No native SIP support for end-user devices. Although this is not a critical issue at this stage of IP telephony adoption, in the future users will need SIP to interoperate Cisco's handsets with third-party applications.

Recommended Gartner Research


"Magic Quadrant for North American Corporate Telephony, 2004": M-23-2613 "Magic Quadrant for Corporate Telephony in EMEA, 2004": G00123539 "Magic Quadrant for Asia/Pacific Enterprise Telephony, 2004": M-21-1100 "Key/Hybrid, PBX and IP-PBX Systems: Comparison Columns": DPRO-89876 "Cisco IP Contact Center": DPRO-113965 "Companies Should Consider Cisco's IP Telephony for Branch Offices": FT-21-2430 "Cisco Adds Video to Its Telephony Systems": FT-22-3053 "Cisco Systems: A Detailed Review": G00126071

Insight
Cisco has been very successful selling Cisco CallManager to existing Cisco data network customers who are opening new facilities, or those looking to replace older telephony systems, particularly in strong Cisco vertical markets such as government, financial, education and manufacturing, including some large deployments of IP telephony at major Fortune 500

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corporations. Customers in these scenarios, as well as those who generally tend to be aggressive in deploying new technology, should consider the Cisco IP Telephony Solution. Cisco continues to displace a growing number of traditional PBXs from existing vendors, as the productivity benefits of IP telephony become more evident to customers. Cisco CallManager's feature set and functionality continue to improve with each new release, addressing key areas such as security and voice encryption, toll fraud, account codes, call coverage, Q.Signaling enhancements, video telephony, and Cisco Unity user integration with version 4.1, although Cisco's advanced telephony products are not as functionally complete as those of its enterprise competitors. The continued development of Cisco's proprietary SCCP will continue to limit third-party product interoperability with CallManager going forward.

Note
We include information on Cisco CallManager v.4.1 of call processing software and products for Cisco's IP Telephony Solution.

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Publication Date: 8 June 2005/ID Number: DPRO-90503 2005 Gartner, Inc. and/or its Affiliates. All Rights Reserved.

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