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© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1
Kevin Mayo SA East – CCNP/DP/VPJames Sohotha SA West - CCVP
Cerium X factor Update
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
Today’s Agenda
Time Topic Presented by
8:00-10:30
9.X Update DEEP DIVE Kevin Mayo
James Sohotha
Cerium Networks
10:40-11:40
Security John Whalen
Todd Montgomery
Cerium Networks
Cisco Systems
11:50-12:50
Route/Switch Updates Derek Simmelink Cisco Systems
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Cisco Unified Communications 9.XProduct Portfolio
• Cisco Unified Communications Manager 9.0• Cisco Emergency Responder 9.0• Cisco Enhanced Survivable Remote Site Telephony• Cisco Prime Unified Communications Management Suite 9.0• Cisco UC Gateway Services Application Programming Interface
(API)• Cisco Unified Attendant Consoles• Cisco Unified Border Element• Cisco Unified Survivable Remote Site Telephony• Cisco Unity Connection 9.0• Cisco VG Analog Gateways• Cisco VG350 High Density Analog Gateway
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
What We Heard from Customers• Users need:
Consistent experience and choice of devicesBetter options for transparent mobilitySimplicity
• IT need:Easier interoperability optionsAlign capabilities with user requirementsEfficient and simplified management and deployment tools
• CxO need:Reduced cost of ownership (acquisition and operation)Drive better collaboration experiences in house and outProtect and leverage current investments
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Cisco CollaborationComprehensive Portfolio of Applications, Solutions, and Services
Unified Communications
Customer Collaboration
TelePresenceCollaboration Applications
CLOUD
ON PREMISE
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6
Cisco Unified Communications The Heart of Cisco Collaboration
On Premises CloudHybrid
Cisco UnifiedCommunications
Manager
Applications
Endpoints
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7
Cisco Unified Communications Manager Uniting Applications and Endpoints
On Premises CloudHybrid
Cisco Unified Communications Manager
VoiceVideoSecurity
Messaging
Presence
Session Management
Mobility
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Cisco Unified Communications 9.0Key Benefits
FlexibilityBridging Systems
Investment Protection
Video
Security
Presence
Mobility
Messaging
Voice
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Cisco Unified Communications 9.0Flexible (Fits Your Business)
• User centric licensing & management
• Consistent experience across devicesJabber feature parity
• Enhanced MobilityNew fixed mobile convergence options
• User account mixAdd locally configured and LDAP synchronized User accounts to the same cluster
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10
Enterprise License Manager (ELM) Enterprise-wide management of all your UC licenses
• Simple, free (part of Unified CM 9.0)
• User license management, reporting, compliance
Consolidation, Movement, True-Ups, Electronic Fulfillment
• Multiple applications/clusters
• Unified CM, Unity Connection, IM, Presence
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
UC 9.0 Licensing Model
$125 $210 $295 $325 $415 $500$40
UCL Enhanced
UCL Basic
CUWLStandard
UCL Advanced
CUWLProfessional
CUWL Premium
UCL Essential
Video
Messaging
Web Conf.
Jabber Desktop
Jabber Mobile
Full Collaboration Workers
Knowledge / Executive /Road Warrior requiring most advanced
UC functionality access via multiple devices and real time collaboration
Hybrid WorkersSolutions for individuals that need
to stay connected synchronous and asynchronous and occasionally
from more than one work location
Desk-Bound & Shared Workspace Workers
Solutions for individuals that have basic UC needs (Single Device) and work from
company provided office locations (shared or dedicated)
Cisco Confidential 12© 2012 Cisco and/or its affiliates. All rights reserved.
Enterprise License Manager (ELM)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13
ELM Applications• Dashboard View of Licensing and License Usage
• License Fulfillment
• Migrate Licenses Using License Wizard
• Upgrade Licenses using License Wizard
• Add Licenses Wizard
• Generate License Requests
• Install Licenses
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
Cisco 9.0 EnhancementsELM Dashboard
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15
What is Enterprise License Manager (ELM)?• New central license management service in 9.0. Comes with every
CUCM and Unity Connection (CUC)
• Licenses now hosted and managed by ELM, NOT individual products
• ELM can run on a separate server or co-resident with CUCM and CUC
• ELM tracks the "feature usage" of each product registered for license management and then evaluates the overall license status of the features under use
• Based on the feature usage evaluation and the availability of licenses for the features, each product is notified of its license status i.e., whether or not the product is in compliance or ‘overage’
• UC products (CUCM, UC, BE5K, BE6K) are supported in 9.0 as well IM&P via UCM and HCS
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16
ELM – Architecture Overview
Lic Mgr API
Cluster 2Cluster 1
Unity Connection
Lic Mgr APILic Mgr
API
Enterprise License Manager (ELM)
New centralized License Manager serves a common pool of license rights to all supported products as well as provide enhanced licensing capabilities such as tiered license substitution and overage
UCM moving from DLU (device) based licensing to User based licensing (CUWL and UCL)
New License Mgr API facilitates product license requests and communication with License Manager
HTTPS
Cisco Back Office
www.cisco.com/go/license
Electronic and manual license delivery
License Manager interfaces to Cisco licensing backoffice to acquire and manage customer licenses.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17
Enterprise License Manager (ELM) – Dashboard Wireframe Mock-up
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18
What Happens During Overage Mode? • Each product determines how they enforce overage mode
• For UCM, the overage period is limited to 60 days. Upon expiration, The system WILL remain operational with provisioning restrictions
Additional users and phones can not be provisioned
Existing users and phones can not be de-provisioned
• For CUC, the overage period is limited to 60 days. Upon expiration,The system will no longer be operational
No voicemail may be left or retrieved
• Upgrading does not reset overage
• Rebooting can extend expiration by 1 day
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
License Synchronization• The ELM will periodically query the license usage of each product
– once a day by default.
• License usage information for all products will be totaled and compared against the installed licenses to determine compliance.
• License synchronization can occur on demand as well.
EnterpriseLicenseManager
Product (CUCM or CUC) ELM
Client
License Sync Request/ResponseLicense
Usage
CCM
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20
Tiered License Substitution• Licenses will be structured such that the higher tiered (more
expensive) licenses will include all capabilities of the lower tiered licenses below it (progressive, a.k.a. ‘Russian doll’ license model)
• If the quantity of a license the products require is not available, the ELM will substitute higher tier licenses if they are available
• Substituted license information will be available in the ELM reports
• When additional licenses become available (e.g. additional licenses purchased) higher-tiered licenses will automatically no longer be substituted
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21
Cisco Unified Communications 9.0Investment Protection
• Built-in assisted service capabilities
Hunt Pilot QueuingOne Button to record
• Simplified administrationOptimized end user management & configurationEnhanced E911 for remote workers
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 22
Simplified Administration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23
Simplified, User-Centric Administration
• Focus on tasks, and usersNot devices
• Easy, simple, self service interfaceCustomizable by IT
• Define once, apply to allSNR, Phone Service, Remote Destination, Coverage Paths, Call Forwarding, Alternate numbers, Personal directory, etc…
• Native with Unified Communications ManagerAt no additional cost
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 24
Hunt Pilot Queuing
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25
Hunt Pilot Queuing
Unified CM
• Queue (hold) callers while they wait for an employee to become available
• Play Announcements & Music in Queue
• Longest call waiting distribution
• Login/logout of queues and view queue information on Cisco IP Phones
• Enhanced call detail records and monitoring tools
• Enhances Unified CM Hunt Group feature
“Thank you for calling”
“Your call will be answered in the order in which it was received”
“Please hold a moment”
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26
Terminology & Definitions• Hunt Pilot – a special type of
directory number used to distribute calls to Cisco IP Phones.
• Queue – parking lot where incoming Callers wait to be connected to Hunt Members
• Hunt List – a logical group of one or more Hunt Members eligible to receive calls.
• Hunt Member – any DN eligible to receive hunt pilot calls.
• DN - directory number assigned to one or more Cisco IP Phones.
Hunt Pilot - 1000
Hunt List
Hunt MemberDN - 1111
Hunt Member
DN - 2222
Queue
1111 2222
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27
Typical Call Flow1. Customer dials Hunt Pilot
2. Unified CM determines which Hunt Members are eligible to receive the call by examining the Hunt List
3. Available Hunt Members are selected based on the hunting algorithm
4. If a Hunt Member is available, the Customer is connected
5. If no Hunt Members are available and queuing is enabled, the call is held in queue
6. When a hunt member becomes available, the Customer call is connected
Hunt Pilot - 1000
Hunt ListHunt
MemberDN - 1111
Hunt Member
DN - 2222
Queue
1111 2222
Customer
1
2
3 3
4 5
6
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28
Hunt Members & Hunt Lists
• Hunt Lists can be assigned to one or more Hunt Pilots
• Hunt Members can be assigned to one or more Hunt Lists
• Multiple combinations of assignments is supported
Hunt Pilot 1000
Hunt List 1Hunt
MemberDN - 1111
Queue
Hunt Member
DN - 2222
Hunt Pilot 2000
Hunt List 1Hunt
MemberDN - 1111
Queue
Hunt Member
DN - 2222
Hunt Pilot 3000
Hunt List 2Hunt
MemberDN - 1111
Queue
Hunt Member
DN - 3333
Hunt Pilot 4000
Hunt List 3Hunt
MemberDN - 1111
Queue
Hunt Member
DN - 4444
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
Queued Caller Selection
• Callers are distributed to hunt members based on the longest caller waiting in queue
• When the hunt member is eligible to receive calls from multiple hunt pilot queues, the longest caller waiting across all eligible queues is routed to the hunt member first
Hunt Pilot: 1000Longest call waiting: 2 minutes
Hunt Pilot: 2000Longest call waiting: 3 minutes
Hunt Pilot: 3000Longest call waiting: 4 minutes
Longest Caller
Waiting
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30
Hunt Member Selection• Hunt Members are selected to receive calls based on the
algorithm selected by the Administrator. Available algorithms include:
• Longest-Idle – selects the hunt member who has not received a hunt call for the longest amount of time.
• Circular – selects hunt members based on the order in which they appear in the hunt list; starting with the first member. When the next call is received, the next hunt member listed is selected.
• Top-Down – always attempts to select the first hunt member and continues attempting hunt members based on the order in which they appear in the list.
• Broadcast – selects all hunt member devices simultaneously for each call.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31
Hunt Pilot ConfigurationQueuing is enabled for each individual Hunt Pilot
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32
Hunt Pilot Configuration• Maximum number of callers in queue – configurable from
1-100 callers in queue, default is 32.When queue is full, next caller can be routed to a secondary number or disconnected
• Maximum Wait Time – configurable from 10-3600 seconds (or 1 hour), default is 900 seconds (or 15 minutes)
When max wait timer is reached, caller can be routed to a secondary number or disconnected
• No Hunt Members Logged-In or Registered When no members are logged in or hunt member devices are not registered, caller can be routed to a secondary number or disconnected
• Secondary numbers may be a simple DN, voicemail DN, shared line DN, or another Hunt Pilot DN (with or without queuing enabled)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33
Announcements & Music/Tone on Hold• Announcements can be played to both callers on Hold
and/or callers in Queue
• MOH Sources can be assigned to any directory number
• Unicast/Multicast MOH options are supported (same options available in previous releases)
• Unified CM includes two sample announcements:Initial Announcement – Welcome message, typically played oncePeriodic Announcement – Holding message, typically played every X seconds; default is 30 seconds
• Up to 50 custom announcements can be uploaded and assigned to Music on Hold and Fixed MOH Sources
• When MOH is not configured, callers hear tone on hold
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34
Announcements & Music/Tone on Hold• Announcements are integrated with Music on Hold and
Fixed MOH Sources
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35
Initial AnnouncementsCan be played for all calls:
Or only for queued calls:
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36
Periodic Announcements
Periodic announcement interval (default is 30 seconds):
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37
Cisco IP Phone Integration• Control eligibility to
receive Hunt Group calls using Hlog (login/logout)
• Hunt Members who do not answer hunt group calls are automatically logged out
• Queue Status displays real-time information for each Hunt Pilot based on Hunt Member configuration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38
Call Detail Records• Call Detail Records have been enhanced to indicate:
Queue flag – indicates if the call was queuedQueue time – cumulative queue time prior to call answered
• Customers requiring detailed reporting should consider using a Cisco Contact Center solution
• Cisco is also working with our Developer Partners to determine if additional third-party reporting solutions may be available in the future
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39
Serviceability
• New serviceability counters have been added to monitor queue performance; includes alarms and alerts with configurable thresholds
• Announcement counters are listed under Media Streaming App
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40
Hunt Pilot Performance CountersCounter Name & Type Description
Announcement Errors(Historical, Cumulative)
Number of announcement errors which have occurred since the last time the system was rebooted.
Calls Queued(Real-time) Number of calls currently in queue.
Line Group Members Available(Real-time)
Number of idle (on-hook) hunt members (DNs) currently eligible to receive calls from the queuing-enabled hunt pilot
Longest Call Waiting In Queue (Real-time)
Time (in seconds) of the longest call waiting currently in queue
Max Queue Depth Exceeded (Historical, Cumulative)
Number of occurrences when a call was routed to an alternate destination after the maximum number of callers allowed in queue was reached since the last time the system was rebooted
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41
Hunt Pilot Performance Counters
Counter Name & Type Description
Max Queue Wait Timer Exceeded
(Historical, Cumulative)
Number of occurrences when a call was routed to an alternate destination after the maximum wait time in queue was reached since the last time the system was rebooted
Queue Calls Ring No Answer (Historical, Cumulative)
Number of calls which were not answered after being routed to a hunt member since the last time the system was rebooted
Queue Calls Abandoned(Historical, Cumulative)
Number of calls which were queued, but disconnected prior to being answered by a hunt member or redirected normally since the last time the system was rebooted.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42
Performance - Hunt Pilots & Hunt Lists• A single Unified CM Cluster supports a maximum of 15,000
hunt list devices
• Hunt list devices may be a combination of 1500 hunt lists with 10 IP phones in each hunt list, 750 hunt lists with 20 IP phones in each hunt list, or similar combinations thereof.
• A single Unified CM Subscriber supports a maximum of 100 Hunt Pilots with call queuing enabled per node
• The maximum # of simultaneous callers in queue for each Hunt Pilot is configurable from 1-100 (default 32)
• The maximum wait time in queue for each hunt pilot is configurable from 0-3600 seconds (default 900)
Cisco Confidential 43© 2012 Cisco and/or its affiliates. All rights reserved.
Directory Enhancements
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44
Mixture of Accounts• Unified CM 9.0 supports a mixture of
locally configured and LDAP synchronized accounts concurrently (same cluster)
• User accounts, LDAP Synchronization, and LDAP Authentication agreements are configured normally
• The system no longer deletes accounts when LDAP Synchronization is enabled/disabled
• After an upgrade, both account types are supported
Unified CMPublisher
LDAP Sync
Web Admin, AXL, BAT
LDAP Accounts
Locally configured Accounts
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 45
Mixture of Accounts• LDAP Synchronized accounts
can be converted to local accounts (if desired) from the End User account page
• Local accounts are automatically converted to LDAP Synchronized accounts if the UserID and LastName fields match during an LDAP sync operation
Unified CMPublisher
LDAP Sync
Web Admin, AXL, BAT
LDAP Accounts
Locally configured Accounts
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46
Custom User Fields• Unified CM 9.0 supports the ability to synchronize up to 5 additional
LDAP attributes for each User account
Cisco Confidential 47© 2012 Cisco and/or its affiliates. All rights reserved.
One Button Recording
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 48
User-based Selective Recording
• Enables the End-User to record the ‘Active’ call on their own device
• Provides visual display message indicating when a recording session has started
• Button toggles to start/stop recording
• Available as new Softkey and Programmable Line Key (based on device model)
• Works with all existing Unified CM IVT-certified Partner recording solutions
What does it do?
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 49
Silent & User Selective Recording Modes Interaction• Silent recording is the default selective recording mode.
No visual recording session messages are displayed on Cisco IP phone
• User recording is new in Unified CM 9.0(1)Provides visual recording session messages on Cisco IP device display indicating when a recording session is in-progressUser can start/stop recording session from Cisco IP device via softkey/programmable line key and/or CTI-enabled application
• Silent & User Selective recording modes may not be used togetherWhen a silent recording session in in progress, a user recording session cannot be started. User may see display message “Recording already started” when attempting to start a User recording session.When a user recording session in in progress, a silent recording session cannot be started. Supervisor may see “Recording already started” when attempting to start a Silent recording session.
• Automatic recording is always silent
Cisco Confidential 50© 2012 Cisco and/or its affiliates. All rights reserved.
Codec and CAC Enhancements
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 51
Audio Codec Preferences
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 52
Audio Codec Preference• Audio codec preference use cases
Prefer G.711 over G.722Prefer G.711 a-law over G.711 μ-lawPrefer G.729 over G.711
• Previously, UCM provided limited options to influence audio codec selection
Region/pair audio bandwidth limitRegion/pair link loss type selection (low loss, lossy)Service parameters to disable specific codecs (G.722, G.711 μ-law)
• Previous UCM audio codec selection processSelect fixed audio codec preference list according to link loss typeRemove codecs exceeding bandwidth limit or specifically disabledSelect most preferred codec remaining supported by both call legs
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 53
Audio Codec Preference Enhancements • Custom audio codec preference lists
Factory default lists for low loss and lossy regions/pairs provided Customer may reorder supported codecs as desired to create custom lists
• Region/pair audio codec preference assignmentReplaces link loss type selection
• SIP Profile option to honor audio codec preference in received Offer
• Service parameters for system defaults
• Enhanced audio codec selection processStart with codec preference list assigned for region/pair or received in SDPRemove codecs exceeding bandwidth limit or specifically disabledSelect most preferred codec remaining supported by both call legs
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 54
Audio Codec Preference Example
G.711 μ-law will be negotiated, even though G.722 is supported by both endpoints and is within the region/pair bandwidth limit
G.711 μ-lawG.711 a-lawG.729G.722
Audio CodecPreference List(Partial)
Audio BW Limit
64 Kbps
Region A Region B
G.722G.711 μ-lawG.711 a-lawG.729
Audio CodecsSupported
G.722G.711 μ-lawG.711 a-lawG.729
Audio CodecsSupportedRegion/Pair A/B
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 55
Audio Codec Preference Example
G.729 will be negotiated, even though G.711 μ-law is within the region/pair bandwidth limit and is preferred in the region/pair configuration, because the preference in the Offer is honored
G.722G.711 μ-lawG.711 a-lawG.729
Audio CodecPreference List(Partial)
Audio BW Limit
64 Kbps
Region A Region B
G.722G.711 μ-lawG.711 a-lawG.729
Audio CodecsSupported
G.729G.711 μ-law
Audio CodecsOffered
CUBE
SIP Profile
Honor audio codecpref in received SDP
Region/Pair A/B
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 56
• Inter-cluster Locations CACBandwidth accounting across CUCM & VCS clusters for efficient bandwidth sharing
• Multi-tiered locations supportSingle call can traverse 2 or more hierarchical up-links and all are protectedHierarchical topology enablesmore efficient bandwidth utilization
• Signaling updates to support a CAC + Rate Adaptation hybrid approach
UC 9.0 Call Admission Control for VideoFirst step in the journey
Evolving QoS/CAC Strategy for UC/TP
Objective: Offer a comprehensive set of capabilities to address varying topology & peak oversubscription needs
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 57
(A) L2 (B)L1
LBMCCM
endpoint: TP-Alocation: L1
endpoint: TP-Blocation: L2
Location L1
audioBW
videoBW
immersiveBW - 4M
Edge L1 – L2
audioBW
videoBW
immersiveBW - 4M
Location L2
audioBW
videoBW
immersiveBW - 4M
Immersive Video Bandwidth
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 58
Location path:
Video and Immersive Video Mixed UseL2L1
Location L1
videoBW - 1MimmersiveBW - 1MimmersiveBW - 5MimmersiveBW - 5M
Edge L1 – L2
videoBW - 1MimmersiveBW - 1MimmersiveBW - 5MimmersiveBW - 5M
Location L2
videoBW - 1MimmersiveBW - 1MimmersiveBW - 5MimmersiveBW - 5M
DV-A ~ MCU
TP-B ~ MCU TP-C ~ MCU
endpoint: TP-Clocation: L1
LBMCCM
MCUlocation: L2
SIP Trunk
video traffic class:immersive
endpoint: TP-Blocation: L1
endpoint: DV-Alocation: L1
Cisco Confidential 59© 2012 Cisco and/or its affiliates. All rights reserved.
URI Dialing
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 60
What is Alpha URI ?• SIP URI is the SIP address of a user
• sip:user@host
• user portion could be a Phone Number or the User’s name
• host is the either the IP address or domain or hostname where the user is available.
• Alpha URI is a SIP URI that has user’s name instead of their phone number
• sip:[email protected]
• sip:[email protected]
• sip:[email protected]
• Alpha URI enables calling a person by their name instead of their phone number
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 61
Why Alpha URI Support on CUCM ?• Customer Value: Bridging the internet addressing and numeric
addressing ... Any to any reachability
• Retain same customer experience on Tandberg Endpoint as these endpoints migrate from VCS to CUCM
Tandberg deployments use alphanumeric dial plans instead of phone numbers
• Customers should not notice any difference regardless of the call control – CUCM or VCS
• Competitive Value:Helps close gap with the competition, e.g., Microsoft LyncOne address to remember – IM, Presence, Email, VoiceMay allow better integration with IM/Email applicationsMay enable business to business calls bypassing SIP/PSTN SP
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 62
IM and Presence Service
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 63
Cisco Jabber Let Users Choose Devices to Deliver the Best Collaboration Experience
All-in-one UC Application • Presence and IM• Voice, video, voice
messaging• Desktop sharing,
conferencing• PC, Mac, tablet, smart phone
Extend & Connect Jabber Advantage• Consistent and full-
featured UC services for all users
Presence Services from Unified CM• Manage user’s Jabber,
mobility, and presence from CUCM cluster
Cisco Confidential 64© 2012 Cisco and/or its affiliates. All rights reserved.
IM and Presence Features • Enterprise-grade IM
Secure, rich text IMGroup ChatUser HistoryPolicy & Compliance
Multi-device IMMedia Escalation
Persistent Chat roomsOpen APIs
• Policy and ComplianceAdmin Presence PolicyIM RetentionOff-board Database support (Optional) 3rd party compliance engine (e.g. Actiance)
• Rich Network PresenceAlways-on Telephony PresenceAlways-on Calendaring Presence
Network-based Presence Aggregation from multiple sources and clients
3rd party Presence apps – sources and consumersNetwork enforced Presence Policy
• FederationEnterprise federations (B2B)• Cisco Unified Presence (CUP)• Cisco WebEx• Microsoft LCS,OCS, Lync• IBM SameTime• Jabber XCP
Public federations (B2C)• Google Talk• Any XMMP service or BOTs
• Unified DirectoryCorporate Directory
Personal Directory and Buddy List
• Scalability and TCOStandard Cisco appliance model (MCS) with on-board DB for improved TCO
Multiple node and cluster scalability
• Multiple Client supportCisco Jabber clients:• Desktop- windows, MAC• Mobile – iPhone, Android, BB
Cisco Cius and Contact Center clients3rd party XMPP standards based client (e.g. Adium,
Pidgin)
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 65
Core Content•Rebrand CUP to “CUCM IM and Presence”
•**Common Release Install & Upgrade Process
•From 9.0 CUCM and CUCM IM&P nodes must be upgraded simultaneously to a common joint release.
• Admin Centralization and Simplification:•Move all UC User and UC Service Config data currently in CUP to CUCM
•This data (e.g. LDAP profile, Vmail Profile, Webex Profile, CTI profile) will be centrally configured in CUCM and centrally accessible via CUCM AXL interface (no longer CUP)
•Simplify greatly UC User Config in CUCM (reduced workflow, fewer screens)
•Provide Auto-Service discovery mechanism to access this data => significant Admin overhead reduction
• Licensing Simplification: Presence User based licensing only (no CUCM IM&P server license or Cisco Jabber client License)
CUCM-CUP - Release 9.0 Integration
CUCM (IM and Presence)
Publisher
Application Layer
Platform Layer
CUCM (Voice/Video)
CTIVoice/Video Mobility
Publisher
Application Layer
Platform Layer
Federation
IM/Text Chat
Web
UC Presence
CUCM
Subscriber
CUCM
Subscriber
CUCM
Subscriber
CUCM
Subscriber
CUCMIM
Subscriber
CUCMIM
Subscriber
CUCMIM
Subscriber
CUCMIM
Subscriber
3rd party XMPP clients
CUPC / Aries/Cius
Telephony User & Device Admin
Telephony Feature Admin
IM/Presence Feature Admin
UC User Admin
CommonReleaseInstall & Upgrade
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 66
Simplified Jabber Deployment
Cisco Confidential 67© 2012 Cisco and/or its affiliates. All rights reserved.
Unified CM 9.X Service XML Interface
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 68
Serviceability 9.0 Updates• AXIS Upgrade, New WSDL in Document/Literal format
• RisPort Device Query limit from 200 to 1000
• SNMP and Alarm Configuration via AXL
• Platform Administrative Web Service
• Multiple Syslog Destinations
• Real Time Monitoring Tool – SIP Call Trace Enhancements
• MultiTier CAC Reports
• Hunt Pilot Queuing Performance Counters
• Locations CAC Performance Counters
Cisco Confidential 69© 2012 Cisco and/or its affiliates. All rights reserved.
Unity Connections 9.X
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 70
Enterprise License Manager (ELM)• Licenses now managed by ELM
• Separate/dedicated server or co-resident with CUC or other UC applications
• Stores licenses for the CUC and other UC applications
• Tracks the "feature usage" of each product
Evaluates the overall license usage and status
• Each product is notified of its license status
Alerts product of compliance with licensing
• Same license status is applicable for all the CUC clusters registered with one ELM
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 71
Intelligent Notifications Markup• Alternative to Unified Messaging
Domino etc…
• Rich, Customizable NotificationsLook, Feel, Images & Info DisplayedHTML Templates supported
• HTML Marked-Up MessagesDelivered via SMTP (email agnostic)Notifications are voicemail specificActionable Links
Act on specific messageMust be inside Firewall or VPN
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 72
Intelligent Notifications Mini-Inbox• Invokes Mini-Inbox Player
Leverages HTML5 when possiblePlay, Reply, Forward, Delete
• Supports Secure Messaging
• Must Be Inside the FirewallCorporate Network or VPN
Mobile device-based Mini-
Inbox
Computer-based Mini-
Inbox
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 73
Full E.164 Support• Creation/Modification of E.164 Format Extension
End Users Primary Extensions
System Call Handler ExtensionsDirectory Handler Extensions
Interview Handler Extensions
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 74
E.164 format for User’s Primary Extension
• A numeric extension and a user with “+” as prefix with the same numeric extension and in the same partition are treated as duplicate entries.
Presentation_ID © 2012, Cisco Systems, Inc. All rights reserved. Cisco Confidential
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 75
E.164 format for System Call Handlers
Presentation_ID © 2012, Cisco Systems, Inc. All rights reserved. Cisco Confidential
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 76
E.164 format for Directory Handler
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© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 77
TUI/VUI E.164 support• TUI allows the User to login into the Voicemail with or without the
“+” prefix.
• Unity Connection handles the call successfully when it is configured with a leading “+” and it receives a non plus extension for User Extensions, Call Handlers and Directory Handlers.
• TUI allows you to reach the users on Connection from Directory handler when E.164 format is dialed .
• TUI allows you to send a Voicemail to all the users in a Distribution List with and without leading “+”
• Note: E.164 number support is not applicable for VUI
Presentation_ID © 2012, Cisco Systems, Inc. All rights reserved. Cisco Confidential
Cisco Confidential 78© 2012 Cisco and/or its affiliates. All rights reserved.
Integrations andCloud Support
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 79
Esnatech Office-LinX Cloud Connect• Esnatech Office-LinX cloud service synchronizes voicemails
(Unified Messaging) with:Google Apps in the cloudVMWare Zimbra Collaboration Server 6
Lotus Notes 7.0, 8.0
Novell GroupWise 6.5 SP2, 7.0, 8.0
• Requires Cisco Unity Connection 8.5.1 ES78+ or 8.6.2 ES20+
• See http://www.esnatech.com/landing/cisco.htm for more information
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 80
CUCMCluster
Google Mail Support via Esnatech
• Esnatech Office-LinX server synchronizes voicemails with Google Apps in the cloud
• Esnatech Office-LinX server is on-premise and can be virtualized (VMWare vSphere 4.x)Requires Cisco Unity Connection 8.5(1) or later
• This is an Esnatech solution, a Cisco Developer partner: http://www.esnatech.com Service is sold on a per user/per year basis
Secure IMAP ServicesWeb Services
Google API’s
On Premise Solution
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 81
CUCMCluster
Google Mail Support via Esnatech
• Esnatech Office-LinX cloud service synchronizes voicemails (Unified Messaging) with Google Apps in the cloud
• Requires Cisco Unity Connection 8.5.1ES78 or 8.6.2ES20
• This is an Esnatech solution, a Cisco Developer partner: http://www.esnatech.com
• Service is sold on a per user/per year basis
Secure IMAP ServicesWeb Services
Google API’sCloud Solution
CUC
APIs
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 82
Google Mail with SMTP Store and Forward
• Web client retrieves email from Google Mail using HTTP, HTTPS
• Cisco Unity Connection stores local voicemails and forwards a copy to Google Mail via SMTPEmail and voicemail are in single inbox in web clientPlayback of voicemails (.wav file) is via local media playerForward and reply as an email with .wav attachment (Secure Messages are not supported)Notifications and message waiting indicators triggered only on local copy of voicemail, not forwarded copy
HTTP/HTTPS
SMTP
Web Client (e.g. Gmail)
CUCMCluster
e-mailv-mail
Google Mail
HTTP/HTTPS
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 83
Microsoft BPOS Support
• Provides hybrid on-premise/cloud Unified Messaging solutionSingle inbox – Message status, MWI, etc. synchronized
• Synchronizes voicemails with Microsoft BPOSUses Exchange Web Services (EWS)
Exchange Web Services
Latency, Bandwidth, TBD
e-mailv-mail
CUCMCluster
E-mail client (e.g. Outlook)
Microsoft BPOS – Exchange
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 84
Microsoft Office 365 Support
• Supported with Unity Connection 8.6(2) or later
• Bandwidth and latency requirements same as on-premise
• Limited to 5000 users per Connection Server
• Replaces Push Notifications with Pull Notifications
• Impersonation with Unified Messaging Services Account still supported
Exchange Web Services
Latency, Bandwidth, TBD
e-mailv-mail
CUCMCluster
Microsoft Office 365
E-mail client (e.g. Outlook)
Cisco Confidential 85© 2012 Cisco and/or its affiliates. All rights reserved.
UCCX 9.X
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 86
Unified CCX 9.0
• Web Chat as an additional customer collaboration channel• Embedded Cisco Unified Intelligence Center with Unified CCX for historical reports• Skill Management for supervisor on mobile devices
Customer Collaboration Innovation
• License management enhancements• Improved security with SELinux• CME support removal
Platform changes
• Unified Sign On• Outbound Preview Dialer improvements• Cisco Agent Desktop enhancements
Feature enhancements
• C260, B230 M2, B440 M2 server support• Tandberg Video endpoints EX60 and EX90 support (FCS in Q4 CY2012)• Cisco Any Connect V3 support for CAD/CSD
New Servers and Endpoints
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 87
Web Chat
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 88
Web ChatFunctionality
• Two choices for routing algorithms
• Most skilled agent
• Most idle agent• Additional historical
and real time reports
• Transcript retention and retrieval
• Ability to allocate/not allocate chat contact while agent is on voice call
• Configurable “agent no answer” and “chat idle timeout”
Packaging• Entry level
integrated Web Chat functionality included with Premium seat
• Web Chat will require separate server to host SocialMiner
• Browser based agent and supervisor interface accessible in integrated browser of CAD/CSD
Simple to Deploy• Built-in tool to create
sample code for customer website form
• Complete configuration in 5 simple steps
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 89
Web ChatTypical Deployment
Customer Chat UI
Customer WebSite
Social Miner
Agent Chat UI
CAD
WWW DMZCorporate
firewall
Chat Prox
yUCCX
1. Customer sends web chat request
3. Web Chat subsystem sees Agent state and delivers chat contact to web based Agent interface2. Chat contact
submitted to SocialMiner
Unified CCXPrimary
4. Reply gadget is rendered to Agent interface
5. Real time reports and historical reports
Secondary
Signaling
Chat Media
6. Transcript storage and retrieval
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 90
Web ChatAgent and supervisor interface• Web client within integrated browser (IE8) in CAD for Agent
/supervisor
Default selection in Integrated browser
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 91
Web ChatAgent No Answer time out• Configurable Agent no answer timeout
• Chat contact gets re-queued and Agent goes “Not ready” after time out
Agent no answer time
out
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 92
Web ChatAgent Interface – Chat in Progress
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 93
Web Chat Supervisor View
• Real-Time Displays for web chat metrics for team
CSQ Summary
CSQ Details
Agent Summary
• Separate web based Supervisor Interface in CSD integrated browser
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 94
Web Chat Historical Reports in HRC and CUIC
• Web Chat historical reportsChat Agent Detail Report
Chat Agent Summary report
Chat CSQ Activity report
Chat CSQ Agent Summary
Chat Traffic Analysis Report
• Available in HRC and CUIC
• New Unified CCX database tables facilitate delivery of packaged and custom reporting
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 95
Web Chat Real Time Administrator Views
• Separate new section in RTR
• 3 Web Chat Real Time Reports
Overall Chat Stats
Chat Resource Stats
Chat CSQ Stats
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 96
Web Chat Web Chat Transcript Retrieval and Purge
• Transcript stored on SocialMiner accessible by Administrator• The search functionality provides ability to search based on any
word! • Chat viewer provides all parameters related to chat along with
transcript
• Default Purge period – 30 days
• Purge period can be changed from administration pane
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 97
Web Chat Web Chat Administration
• Easy 5 step configuration
Create Chat CSQ
Create teams
Global parameter settings
Simple SocialMiner configuration
Create Chat widget sample HTML code for Website
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 98
Web Chat Sample HTML code for website
• Simple tool to generate web form for company website
• Select the input data gathering fields
• Select from pre-defined or add custom fields
Step 1
• Assign CSQ to purpose/ problem statement
Step 2
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 99
Integrated Browser support for Web Chat
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 100
Integrated Browser support for Web Chat
CSD preference option to enable Web Chat in the integrated browser.
CSD browser tab enabled for Web Chat with embedded URL
New
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 101
Integrated Browser support for Web Chat
Cisco Supervisor DesktopPreferences contains Web Chat optionIf checked, first browser tab enabled for Web Chat with embedded URL //[CCX hostname]/agentdesktop/supervisor
Cisco Agent DesktopNo special modifications requiredConfigure via Cisco Desktop Work Flow Administrator / User Interface//[CCX hostname]/agentdesktop
User OperationUsers login to Web Chat via browser; Single Sign-On is not supported
Supervisor user may navigate away from Web Chat; Home icon will return user.
There is a Web Chat timeout value, when reached the user will need to login again
RequirementsInternet Explorer 8 must be installed on the desktop Operating System
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 102
Integrated Browser support for Web Chat Supervisor Configuration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 103
Integrated Browser support for Web Chat Logged into Supervisor Web Chat
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 104
Integrated Browser support for Web Chat Agent Configuration
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 105
Next Generation Historical Reporting with Cisco Unified Intelligence Center
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 106
Cisco Unified Intelligence CenterNext Generation Web 2.0 Reporting • Cisco Unified Intelligence Center (Standard version) co-
resident with Unified CCX for Historical reports• Included with Unified CCX Standard, Enhanced, and
Premium packages at no cost• Option to switch between HRC and CUIC in 9.0
• Support all of the existing out-of-the-box HRC reports
• User management integrated with CCX
Cisco Unified Intelligence Center Benefits• Customized views, thresholds on reporting data
• Scheduling enables report and data distribution via email
• Permalinks enable one-click access to reporting data
• Audit Trail report to track reporting activity by administrator
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 107
Cisco Unified Intelligence CenterNext Generation Web 2.0 Reporting
• Choice of Historical Reporting Client or Intelligence CenterSimple configuration in Unified CCX
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 108
Cisco Unified Intelligence CenterServiceability Integration
• Cisco Unified IC service integrated with Unified CCX
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 109
Cisco Unified Intelligence CenterAccess to Reports and Dashboards
Directory structure access
• Logical grouping of reports
• Shared and personal copies of reports
Capability access
• Assign multiple levels of permissions to enable opening CUIC “drawers”
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 110
Cisco Unified Intelligence CenterVisual Customization Built-in
• Create graphical views to existing reports (charts, gauges)
• Rearrange column fields, rename fields, add headers
• Provide additional groupings, summarizations and sorting
• Add thresholds to identify compliance violations
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 111
Cisco Unified Intelligence CenterMultiple Views
• Associate multiple report views with the same report data definitionChart and Gauge type reports
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 112
Cisco Unified Intelligence CenterScheduling
• Schedule to distribute via .pdf, .xls or embedded in email
• Schedule to publish to a .csv file for flat file integration
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 113
Cisco Unified Intelligence CenterCustom Reporting
• Intelligence Center Standard version in Unified CCX Allows visual customizationDoes not allow report definition customization
• Intelligence Center Premium version for Lab and NFR systemCreate new reports from scratchCreate drill-downsExport reports to be imported into a Standard systemChange refresh intervals
• Ordering Lab and NFR kitsCustomer lab system (CCEH-NRPT-CUIC9 )Partner NFR kit (CCEH-CUIC9-NFR)Orderable via IPCE-BUNDLE under LAB section
• White paper on custom reporting available on CCO
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 114
Mobile Skill Manager
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 115
Mobile Skill Manager• Browser based application for mobile
devices
• Supported on • Apple iOS 5.x• Android 2.2 and above
• Allows supervisor to• Add a new skill• Delete a skill• Assign/Modify skill for an agent• Modify competency of agent
• Available within corporate network or over VPN with sufficient bandwidth
Note: A simulation of Mobile Skill Manager is shown here.
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 116
Unified CCX 9.0 Feature EnhancementsAgent E-Mail “Reply-To” Field
Typical Use Case
• A web form is used to create e-mails
• The FROM address is the web server’s, while the REPLY TO address is the form user’s input
Enable setting
…
…if agents receive e-mails with a different Reply-To
address
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 117
Unified CCX 9.0 Feature EnhancementsUnified Sign On
• Application user is created during installation
• No additional login required while using application user credentials for following
Cisco Unified CCX AdministrationCisco Unified ServiceabilityCisco Unified CCX ServiceabilityCisco Desktop Administrator
• Allows login when CUCM is not available
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 118
Unified CCX 9.0 Feature EnhancementsOutbound Enhancements
Outbound Dial time• Dial contacts at pre-defined time. • Additional field “Dial Time” specified in
import contact list in addition to current 6 fields
• Contacts are stored with status set to Callback
Performance Improvements• Reduced time to import contacts over
WANMore than 50% reduction in time
• Reduced time to synchronize dialing list byUnified CCX 9.0 sync over WAN is twice as fast compared to Unified CCX 8.5
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 119
CAD Enhancements
Cisco Confidential 120© 2012 Cisco and/or its affiliates. All rights reserved.
Cisco Agent Desktop for Express 9.0(1)
New CAD 9.0(1) Features Benefits
Integrated browser support for Cisco Web Chat Ease of Use
Integrated Browser (WebBrowser Control) Mode Change Usability
Agent E-Mail use of the ‘Reply-To’ field Interoperability
Support for Cisco AnyConnect VPN Client Interoperability
Enhanced MS Exchange Configuration Guidance Interoperability
HA Recording Space Doubled Usability
Support for multiple monitor sessions of single BIPPA Agent Usability
Strong focus on defect identification and resolution Usability
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 121
Agent E-Mail “Reply-To” Field
if agents receive e-mails with a different Reply-To address
Enable setting…
Typical Use Case:
A web form is used to create e-mails
The FROM address is the web server’s, while the REPLY TO address is the form user’s input
New
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 122
FCB200 or C210SAN
LAN
UC
Ethernet
ESXi 4.1
Boot from SAN
B200 or C210SAN
FC
LANEthernet
SAN support ESXi 4.0 or 4.1 Server has local disks and FC connection.
VMware installed on local disks
UC installed on FC-attached disk array.
ESXi 4.0
Local Disks Diskless!
Customer use case: install both VMware and UC apps on SAN Customer benefits: diskless server costs less, breaks less often, uses less power.
Boot from SAN support ESXi 4.1 required Server has FC connection but NO disks.
VMware installed on FC-attached disk array.
UC installed on FC-attached disk array.
Nothing locally installedUC
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 123
vMotion
• Deployment model• UCCX VM must be installed on shared storage (SAN).
• Source and destination physical servers must be connected to same SAN.
• What is not supported• VMware “Long Distance vMotion” (site to site) is not supported.
• Use of vMotion for real-time load-balancing of live UCCX VMs is not supported
• Benefits for customer: Easier proactive maintenance and management of performance issues
Customer requirements: Move live software to another server on same SAN. Prior to UCCX 8.5.1 SU1 support limits VM to maintenance window, not in production, live traffic.
LAN
Server X SANFC FC
Server Y
Cisco Public© 2012 Cisco and/or its affiliates. All rights reserved. 124
WebEx Meeting Server
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 125
Cisco WebEx Meetings Server – At a Glance
An Entirely New WebEx® Deployment Model
Software starts shipping on October 23, 2012Available via GPL by late September, via CUWL Pro in mid-October
• WebEx Meetings in Private CloudRun in own datacenter with no Cloud linkage
• All-in-One Conferencing SolutionIncorporates audio, web and video in single solution
• Same WebEx Meeting Center ExperienceWebEx clients for PC, Mac, iPhone & iPad; high-quality video; recording and playback; etc.
• Software BasedDesigned for Cisco UCS Servers + VMware 5
• Integrated with Cisco UC SuiteInteroperates with Jabber*, CUCM. Sold on CUWL
* Jabber for Windows early 2013
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 126
Cisco WebEx Meeting ServerEnd-User Feature Highlights
WebEx Meeting Center Experience
Built-In HQ 360p WebEx Video
Schedule Meetings from Web and MS Outlook
WebEx Meetings on iPad and iPhone
Recordings and Playback
SIP Trunk Teleconferencing + PC-based Audio
Available in 13 languages
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 127
Cisco WebEx Meetings ServerBasic Features
• Documents, applications, desktop sharing
• Multipoint, high-quality video
• On-Demand record, edit, and playback
• Chat, polls, notes, annotation tools
• Whiteboarding
• File transfer
• Integrated audio options with Active Talker
• Integrated scheduling with Outlook 2007, 2010
• Available in 13 languages
Cisco Confidential 128© 2012 Cisco and/or its affiliates. All rights reserved.
WebEx High-Quality Video A natural, face-to-face experience
• Engaging video experienceHigh-quality resolution: 360p
Active speaker switching
Full-screen video
Share content and view video
• Mobile experience on iPad and iPhone
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 129
• Meetings on Mobile Devices• iPhone, iPad
• Android planned by v2
• Key features• Start, Join, Schedule and Attend meetings• Chat, Audio, Call Me, Calendar, Pass Presenter
• Two-way video on iPad 2.0 and beyond• Voice over Wi-Fi on iPad
WebEx Meetings on Mobile Devices Anywhere, anytime collaboration
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 130
Audio Conferencing Features Easily integrate with your Cisco UC Infrastructure
• SIP Trunk Teleconferencing• Fully integrated audio solution*• Requires CUCM 7.1, 8.6 and 9.0• Similar User Experience as WebEx Audio• Join meeting on Teleconference only
(approximates an audio-only meeting)• Call-In and Call-Me Teleconferencing• Control Audio from Meeting Center• Optional TLS/SRTP Encryption
• Web-based Audio ( “VoIP” )• Join audio meeting directly from PC / iPad
using headset• Talk and hear with Teleconference users
*not designed to work with 3rd party audio
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 131
• 50-2,000 Concurrent User Systems• Companies with 500 – 40,000 Employees• For larger companies, deploy multiple
standalone systems
• Up to 100 Users in single meeting• SaaS Events Center direct order option for
customers who need support for very large meetings*
• Four out-of-the-box deployment options• 50 250 800 2,000 Concurrent Users
ScalabilityDesigned for both Commercial and Enterprise customers
* WebEx statistics show 99% of meetings under 25 users
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 132
• Securely manage inter-company collaboration
• Ease of administration, manageability
• Reduced total cost of ownership
Benefits
FEATURE HIGHLIGHTS• Step-by-Step Guided Install• View System Status At a Glance• Web-based, real time system
dashboard• Easy User Management – SSO, Import
Users• PDF Reports to track Usage, Licenses
etc..
Administration Highlights
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 133
• Requires VMware 5.0• Rapid ‘Virtual Appliance’ Install• Runs on Cisco UCS Servers
• UCS C-220 for smaller systems (50 and 250 Concurrent Users)
• UCS C-460 for larger ones (800 and 2,000 Concurrent Users)
• Other UCS Servers with same or greater specs automatically supported
Better TCO & ManageabilityDesigned for next generation Private Clouds
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 134
Active DirectoryExternal Firewall CUCM
Internal Users
IPv4 + IPv6Teleconferencing
Virtual Appliance(s)
Internal Firewall
IPv4 Web/Video/PC Audio Traffic from
Mobile Users
SAML 2.0Single
Sign On
Guest and Mobile Users
IPv4 Web/Video/PC Audio Traffic from
Internal Users
Web VM
Reverse Proxy VM
Media VM
Admin VM
Web VM
Media VM
Admin VM
Cisco WebEx Meetings ServerHigh Level Systems Architecture
© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 135
Bill of Material for 50 Concurrent UsersCustomer Environment
2,500 employees, 500 Hosts, 50 Concurrent people in meetingDescription Unit Price Quantity TotalWebex Server User Licensing $230.00 50 $11,500ESW $23.00 50 $1,150UCSS $35.00 50 $1,750
VMWare vSphere License $1,866.00 2 $3,732
VMWare vSphere Support $420.00 4 $1,680
VMWare vCenter $9,366.00 1 $9,366
VMWare vCenter Support $1,624.00 1 $1,624
SERVER C220 $19,406.00 2 $38,812 Total $30,802
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 136
• Four CWMS deployment sizes:
# Concurrent Users
Recommended Servers – non-HA System HA System
Up to 50 1 C220-M3 (12 cores, 40GB RAM) , vSphere Standard, 7200RPM HDD, 100Mbps NIC, 1TB HDD, Built in RAID
2 C220-M3s
Up to 250 2 C220-M3s (12 cores, 48GB RAM) , vSphere Standard, 7200RPM HDD, 100Mbps NIC, 1TB HDD, Built in RAID
4 C220-M3s
Up to 800 2 C460-M2s (40 cores, 56GB RAM), vSphere Enterprise Plus, 10,000RPM SAS, 10Gbps NIC, 1TB HDD, LSI 9260-8i
4 C460-M2s
Up to 2000 4 C460-M2s (40 cores, 56GB RAM), vSphere Enterprise Plus, 10,000RPM SAS, 10Gbps NIC, 1TB HDD, LSI 9260-8i
7 C460-M2s
* See Ordering Guide for more details and PIDs
Recommended Hardware OrderBy Deployment Type
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 137
Cisco WebEx Meetings ServerSimpler and More Flexible
CWMS Details Comparison to MS Lync
User Licenses• No enterprise-wide
requirement (flexible) • Enterprise-wide requirement
Support and Maintenance (UCSS + ESW)
• UCSS 15% ($35 per user); multi-year discounts
• ESW 7% ($16)
• MS Lync is a 25% support and maintenance cost
Other Required Servers • VMware 5.0
• Hyper-V required for similar virtualization functionality
• SQL Server is required and expensive
Hardware • Four deployment options simplify sizing
• Sizing requires analysis around multiple server types (edge, mediation, etc)
Other• Cisco Unified
Communications Manager is required for teleconferencing
• NAS is required for recording
• Requires SIP Gateways• Survivable Branch Appliances• And more depending on the analysis
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 138
SummarySpecifically designed Enterprise Businesses
Leverages the Internet, reducing conference costs
Full collaboration solution
End users will not see a difference –
Learn more: www.cisco.com/go/cwms
Join the Discussion: communities.cisco.com/community/partner/collaboration/webex
© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 139
Questions and Answers
Thank You