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111© 2001, Cisco Systems, Inc. All rights reserved.Presentation_ID
2© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Unified CommunicationsCisco Unity, Personal Assistant &
IP Phone Messenger
333© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Agenda
• Enterprise Productivity Issues &Drivers
• Business Benefits & Customers
• Cisco Unified Communications
• Value Proposition/Key Benefits
• Cisco Unity
• Migrating to IP Communications
• Beyond Messaging…
• Summary
444© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
IP Communications System—OptimizesBusiness Communications
IPTelephony
IPTelephony
VoiceInfrastructure
VoiceInfrastructure
IPVideo/Audioconferencing
IPVideo/Audioconferencing
ContactCenter
ContactCenter
Unified Communications
Unified Communications
u Leverage CiscoArchitecture for Voice,Video and IntegratedData (AVVID): anenterprise wide, open,standards basedarchitecture
u Deliver cost effective,reliable systems thatscale with theorganizations needs
u Maximizeproductivityand enhancecustomerservice
u Leverage thedata networkinvestment
Cisco AVVID
IP Communications
555© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Today’s Productivity Issues andDrivers
• In today’s economy, CEOs focused on driving higherprofit, cash flow, and revenue per employee
• Rising customer service expectations; effective andtimely customer interactions are more important than ever
• Employees face more ways to communicate andincreased volume of communication through multiplepoints of interaction
• Growth in the number of telecommuters, as well as mobileor geographically dispersed workers
• Organizations need to get maximum value from otherIT investments, such as CRM
• True impact of productivity is at early stages
666© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Progressive Productivity—Business Benefits Increase over Time
•• Less premisesLess premisescabling andcabling andequipment to install,equipment to install,managemanage
•• Increased use ofIncreased use ofbasic features savesbasic features savesend-user, IT staff timeend-user, IT staff time
•• Less impact fromLess impact fromdisaster recoverydisaster recoverysituationssituations
•• Faster moves, adds,Faster moves, adds,changeschanges
•• Less travel for IT andLess travel for IT andend usersend users
•• Improved mobile andImproved mobile andtelecommuter workertelecommuter workerproductivityproductivity
•• Even further use ofEven further use ofadvanced featuresadvanced featuressaves end-user timesaves end-user time
•• Access in previouslyAccess in previouslyinaccessible placesinaccessible places
•• ExpandedExpandedtelecommutertelecommuterbenefitsbenefits
•• Any-to-any accessAny-to-any accessbenefitsbenefits
•• Unified messagingUnified messagingbenefitsbenefits
•• Voice-integratedVoice-integratedapplications benefitsapplications benefits
•• VideoconferencingVideoconferencingbenefitsbenefits
•• Expanded AudioExpanded AudioConferencingConferencingcollaborationcollaboration
Initial BenefitsInitial BenefitsReducing CostReducing Cost
Expanded Benefits Expanded BenefitsImproving Business ProductivityImproving Business Productivity
Bu
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Ben
efit
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enef
its
777© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco IP Communications Customers
888© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
IP Communications Applications Leverage the Benefitsof IP Telephony Infrastructures to Provide Flexibility
Impact Key Initiatives, Business Processes, and Business Results
IP Communications Applications
• Empower employees
• Competitive advantage
• Customer satisfaction
• Employee satisfaction
• Revenue generation
• Cost controls/reductions
999© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Single message storefor voice, fax ande-mail messages
Single message storefor voice, fax ande-mail messages
IntelligentMobileCommunications
IntelligentMobileCommunications
Cisco Vision forUnified Communications
IP VoiceMailIP VoiceMail
Unified MessagingUnified Messaging
Personalized ProductivityManagement
Personalized ProductivityManagement
Bu
sin
ess
Infr
astr
uct
ure
Solutions
•IP PhoneProductivity Apps
•Calendar•Vmail/Email•InstantMessaging
•IP PhoneProductivity Apps
•Calendar•Vmail/Email•InstantMessaging
•Personalized callrouting rules•Personalized callrouting rules
•Speech recognition access•Speech recognition access
•Intelligent VoicePortal•Intelligent VoicePortal
•Multi-modalapplicationaccess viamobiledevices
•Multi-modalapplicationaccess viamobiledevices
101010© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Benefits of Cisco IP Communications
Customer SatisfactionCustomer Satisfaction• Increases speed and quality of responses
to all types of communication
• Streamline communications with speechenabled access to voice mail and contacts
Growth-OrientedGrowth-Oriented• Scalable growth
• Business resiliency through redundancy
• Global solution
Employee ProductivityEmployee Productivity• Message access anywhere, any way, anytime• Unify how & where you receive calls• Powerful collaboration & applications on IP Phones
Cost ReductionsCost Reductions• Moves/adds/changes are simpler and faster
• Single infrastructure to manage and maintain
• Single transport infrastructure for all media:Data/voice/video
111111© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Independent Industry Analyst Study
q Studied desk-bound employees, top levelexecutives, and mobile sales professionals
q Identified approximately 30 minutes of dailyproductivity gain per subscriber
q Reduced administrative costs by 70% per yearCompared to the cost of managing three messaging systemsfor voice mail, fax, and email
q Reduced annual messaging TCO by up to$500/user
*Radicati Group Report, February 1999
12© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Why Architecture is Important:Integrated vs. Unified
131313© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Integrated Architecture Provides
• Separate message stores
• Separate directories
• Proprietary database
• Client synchronization
• Examples include…IMIA - Internet Messagingfor Intuity Audix, Captaris CallXpress
Legacy VM w/ voice message
store on box
Email Server(s)w/ email/fax
message storeon box
+Single inbox for client - Points to separate message stores- MWI relies on synch schedule between stores
Message store synchronization
141414© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Unified Architecture Provides
• One email/voice message store
• One email/voice directory
• MWI relies on synch schedulebetween stores
• Native Exchange or Domino ClientUnity UM Email Server(s)w/ email, fax, & voice
message storeon box
Voice messages are put in the email server
One Inbox – Can be Lotus Domino/Notes or Microsoft Exchange/Outlook
151515© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity 3.X/4.01 Unified Architecturewith MS Exchange Message Store
Windows 2000
MicrosoftExchange 5.5
ConnectorDirectory and
Message Store
CiscoUnity 3.X/4.0 for
Exchange
WAV TSP
VoiceBoards
PC Hardware
Conversation
TelephoneSwitch
Cisco CallManager
Active DirectoryConnector
Exchange 2000Message Store
Microsoft Internet Explorer 5.5
or higher
Microsoft Internet Information
Server (IIS)
Cisco Unity Administrator
Microsoft SQL2000/MSDE
161616© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity 4.01 Unified Architecturewith Domino Message Store
Windows 2000
DUCS Coreservices for
Messaging andDirectory
Cisco Unity 4.0 forDomino
WAV TSP
VoiceBoards
PC Hardware
Conversation
TelephoneSwitch
Cisco CallManager
DUCS Notificationservices
Microsoft Internet Explorer 5.5
or higher
Microsoft Internet Information
Server (IIS)
Cisco Unity Administrator
NotifyMonitor
Microsoft SQL2000/MSDE
171717© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Conclusion
• A True Unified Architecture
Leverages your existing infrastructure
Provides true enterprise scalability
Provides enterprise reliability, availability andserviceability (RAS)
Built on open standards
18© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Enterprise ProductivityApplications
191919© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity Unified Messaging• Full Unified Messaging (UM)• Supports Cisco CallManager and/or
leading traditional PBX integrations• Compatible with MS Exchange 5.5 & 2000
Lotus Notes/Domino• Digital Networking supported
Cisco Unity Voice Messaging• IP Voice Messaging• Visual Messaging Interface Option• Upgradeable to Unity UM• Supports Cisco CallManager and/or
leading traditional PBX integrations• Digital Networking supported
Cisco UnityCommunication Solutions
202020© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
IP Communications ApplicationsCisco Unity 4.0
• Seamlessly integrates with Microsoft Exchange ANDLotus Domino/Notes
• Enterprise scalabilitySupports 72 ports,7,500 UM users per server250,000 users in anetworked Unity environment
• Extensive systeminteroperability
Voicemail: VPIM, AMIS &Unity BridgeCommunications: SIP support
• Proven TCO featuresMultiple Directory Handlers - support for branch offices fromcentralized Unity system, allowing multiple views of directory
Improved!Improved!
212121© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
IP Communications ApplicationsCisco Unity 4.0
• Cisco PersonalCommunications Assistant
• FlexLM Software Licensing –no more hardware dongles
Improved!Improved!
• VMI/VisualMessaging Interfacefor VM users w/SMTP notification
• Live Reply & FlexStack productivityfeatures
222222© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity—Business Resiliency
• UMR Cisco Unity Message Repository
Pre-MTA message queue when e-mail system ornetwork is offline
Cisco Unity takes voice mail messages and users canretrieve
• Failover provides service if unified messagingserver fails
Compose voice messages from your Outlook clientwhen unified messaging is off-line
23© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Migrating to IP Communications
Cisco Unity as a PowerfulMigration Tool
242424© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity: A Powerful Migration Tool
Cisco UnityServer
CallManager
PSTN
TDM PBX
Analog Lines
IP SCCP(Skinny)
Legacy Phone
IP Phones
Workstation with Microsoft Outlook
T-1 line
Microsoft Exchange message store
SMDI Link
3600 Router
Dual Switch Integration•Allows for seamless deployment and migration of users from onesystem to another at the customer’s pace•Protects existing TDM PBX investment during transition to IP
252525© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity: Message Interoperability
Cisco UnityServer
CallManager
PSTN
TDM PBX
Analog Lines
IP SCCP(Skinny)
Legacy Phone
IP Phones
Workstation with Microsoft Outlook
T-1 line
Microsoft Exchange message store
SMDI Link
Traditional TDM voice mail system
AMISconnection, viaanalog lines
3600 Router
Dual Switch Integration PLUSMessage Interchange (AMIS, Bridge, or VPIM)
Cisco UnityBridge Server
Analog Octel Networking
262626© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
• Cisco Unity AMISSimultaneous transfer of messages between Cisco Unity andother messaging systems supporting AMIS
Cisco Unity AMIS supports Octel 100, 250, 350, Intuity, NorTelMeridian Mail, Siemens PhoneMail, Centigram
Subscriber-to-subscriber messaging for seamless deployment
• Cisco Unity BridgeSimultaneous transfer of messages between Cisco Unity andother messaging systems supporting Octel Analog Networking
Analog integration to Octel 100, 200/300, 250/350 with Unity3.1(3)
Subscriber-to-subscriber messaging PLUS advancedmessaging features such as “reply to message” with a singletouchtone key
Cisco Unity: Message Interoperability
272727© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Message Interoperability with VPIM
• Voice Profile for Internet Mail
Available with Unity 4.0(1)
Voice enabled SMTP message, sent as an email
• Interoperability with disparate systems
Nortel Meridian Mail via Meridian Mail Net Gateway,Nortel CallPilot, Mitel/Baypoint NuPoint Messenger
In Process – support for Avaya Intuity Interchange
• Efficient use of resources
• Immediate Message Delivery
• Easy to Administer
282828© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Call Pilot Meridian Mail
IVC
Cisco Unity Bellevue Server
Cisco Unity Dallas Server
VPIM Message
Over SMTP
Networked Unity
Mail Net Gateway
VPIM enabled
VPIM Message Flow
292929© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Unity Migration Summary
• Technology doesn’t dictate your migrationstrategy
• Cisco empowers you to intelligently plan yourmigration strategy
30© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Beyond Messaging…
313131© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Single message storefor voice, fax ande-mail messages
Single message storefor voice, fax ande-mail messages
IntelligentMobileCommunications
IntelligentMobileCommunications
Cisco Vision forUnified Communications
IP VoiceMailIP VoiceMail
Unified MessagingUnified Messaging
Personalized ProductivityManagement
Personalized ProductivityManagement
Bu
sin
ess
Infr
astr
uct
ure
Solutions
•IP PhoneProductivity Apps
•Calendar•Vmail/Email•InstantMessaging
•IP PhoneProductivity Apps
•Calendar•Vmail/Email•InstantMessaging
•Personalized callrouting rules•Personalized callrouting rules
•Speech recognition access•Speech recognition access
•Intelligent VoicePortal•Intelligent VoicePortal
•Multi-modalapplicationaccess viamobiledevices
•Multi-modalapplicationaccess viamobiledevices
323232© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3Application
Revolutionize communicationswith personal call rules, speech recognition,
and IP Phone Productivity Services
Interoperates with the Cisco CallManager and Cisco Unity
333333© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3
Personalize connection management
• Increase productivity in the office, on the road
• Improve customer access to all employees
• Save time with speech enabledaccess to corporate directory,Microsoft Exchange contact lists,and Cisco Unity voice messaging
• Prevent missed calls withpersonal call routing rules
• Access calendar and e-mail fromany IP phone display (MicrosoftExchange integration)
IP Network
CiscoUnity
Cisco CallManager
Cisco Personal Assistant
Available in NA English, UK English, French, French Canadian & German
343434© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3Enhanced Productivity
• Route calls by user-defined rules– Time of day
– Calendar
– Who the caller is
• Forward calls to user-defined phone numbers– Single number
– Series of numbers (i.e., office, mobile, or home)
– Follow me (forward all calls now)
• Screen calls– Select which calls to accept in real time
353535© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3Speech Recognition Examples
Dial Personal Assistant from youroffice, SAY “Call Mary Lane”
Dial Personal Assistant from youroffice, SAY “Call Mary Lane”
Browse your Unity voice mail with voicecommands, SAY “Retrieve messages.”Browse your Unity voice mail with voicecommands, SAY “Retrieve messages.”
Dial Personal Assistant from yourcar, SAY “Conference Project Team”
Dial Personal Assistant from yourcar, SAY “Conference Project Team”
Dial Personal Assistant from analternate office, SAY “Follow Me” andall calls will forward to that number.
Dial Personal Assistant from analternate office, SAY “Follow Me” andall calls will forward to that number.
Dial Personal Assistant from youroffice, SAY “Conference John
Smith” and add additional names
Dial Personal Assistant from youroffice, SAY “Conference John
Smith” and add additional names
363636© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3IP Phone Productivity Services
• Log in to any IP Phone*in CallManager clusterfor access
• From any desk, co-worker’s office,conference room, orlobby phone
*Cisco IP Phone models 7940 and 7960
373737© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3CalendarView
• Views appointments by day or week
• Receive appointment reminders on phonedisplay or pager
383838© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Cisco Personal Assistant 1.3More IP Phone Productivity Services
ContactsSynchronization
Synchronize personaladdress book withexisting contact lists
MailViewAccess e-mail and CiscoUnity voice mail from anyIP Phone in the cluster
Rule-set ActivatorFor call routing rules
393939© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
IP Communications ApplicationsCisco IP Phone Messenger 1.1
A powerful collaboration tool to provide seamlesscommunications for enhanced employee productivity
•• Users receive instantUsers receive instantmessages on the display ofmessages on the display oftheir Cisco IP Phone while tiedtheir Cisco IP Phone while tiedup on a phone callup on a phone call
•• Ability to respond withAbility to respond withsuccinct, canned replies fromsuccinct, canned replies fromthe display of their IP Phonethe display of their IP Phone
•• Compelling collaborationCompelling collaborationapplication only available withapplication only available withnew world IP Communicationsnew world IP Communicationsfrom Ciscofrom Cisco
Available Q1CY03
404040© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Global Productivity Solutions
Language support forCisco Unity* and Cisco Personal Assistant^
French Canadian^US English*^
Dutch*French*^
German*^ Italian*
Norwegian*Swedish*
Spain Spanish*UK English*^
Colombian Spanish*
Chinese*Japanese*
Australian English* New Zealand English*
Now Available
414141© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC
Summary:Cisco IP Communication Solutions
• Enterprise Productivity ApplicationsEnabling a highly-effective, collaborative work environment
Improves the way organizations interact with employees,partners, and customers.
• Cisco IP Communication SolutionsDelivering new levels of scalability and interoperability
Allowing companies to provide more productivityapplications to more employees
• Solutions that significantly impact the waycompanies conduct business
424242© 2002, Cisco Systems, Inc. All rights reserved.ECSBU EBC 424242