1 The independent report on the Cisco telephony market Cisco Telephony News Tribune Products People Events SECOND QUARTER/SPRING-SUMMER 2010 CISCO LIVE CONFERENCE SPECIAL Volume 6, Issue 2 Published by Telecom Reseller, Inc. TM PULL OUT SECTION e911 Page 3 SECURITY Page 6 Mobility Channel Training By Doug Green and Ray Horak Andtek takes mobility up a notch As we were getting ready for Cisco Live, Andtek unveiled an interesting application that takes mobility up a notch. The company formed in 2000 and focused on developing applications exclusively for the Cisco Unified Communications environment. According to Roland Russwurm, President, the founders have a solid history with Cisco but the focus was largely due to Cisco s open interface and straightforward approach to the developer community. The application provides the ability to control IP phones directly from a mobile touchscreen device like an ipad, iphone or other smartphone via a web browser. This allows the user full call control including viewing incoming calls and their attributes, accessing call history, searching a corporate directory using predictive search, and viewing presence status of other users. As it is server-based there is no client software to download and install and no latest versions to worry about. Administration and maintenance is simplified, which is See MOBILITY, page 10 Cisco and channel partners Cisco announced launch of the Partner Demand Center, an organization designed to help the company s channel partners increase the speed and efficiency of their marketing activities. It will offer integrated demand-generation services through tailored marketing tools and expertise including instant access to support from Cisco. It will help all channel partners that target SMBs to accelerate their growth by providing them with the tools and information they need to win and retain new business. See CHANNEL, page 8 Cisco Learning Partner Program Cisco announced it is evolving its Authorized Learning Partner Program to align with the company s technology architecture strategy. The convergence of market transitions, ranging from collaboration and video to virtualization and cloud-based services, is fundamentally changing the way customers acquire and use technology. The program will address the training needs of partners and customers in borderless networks, collaboration, data center virtualization See TRAINING, page 6 Corporate Directory Integration Emergency Notification Secure Voice Recording Advanced services for your phones offer you additional capabilities and increased productivity in your communications environment. Our solutions help you to comply with legal and regulatory obligations, enhance customer satisfaction and increases productivity. Services like voice recording, zone paging or corporate directory integration are easy to integrate within your communications network. Computer Telephony Integration is a major advantage to streamline communications processes and offers. Now you can control your communication not just by your computer but with any web browser on any device. By enhancing the concept of typical computer telephony integration you have a wide range of devices available for handling your communication wherever you are. Integrate our solution to increase your call center performance, improve your attendants communication and enhance productivity. Web Telephony Integration Mobile Business Services Attendant Console Voice Recording Zone Paging Attendant Console CTI Client Directory Integration Crisis Conferencing Provisioning Visit us at or call
2 NetFlow Traffic Analysis Leverage Cisco technology to find the culprits on your network. We set up the UDP port ranges to monitor for VoIP payload and control characters, based on the data from Avaya, but I couldn t locate any control traffic. That was when I realized that the PBX was using the H.323 protocol instead of the even UDP ports for control. The minute we get a ticket saying a particular site or application is down, Scrutinizer is the first place we go. Jose, American International Group, Inc. TM Scrutinizer NetFlow & sflow Analyzer Try the free download! Visit us at or call
3 Telecom Reseller: Cisco Tribune 3 Second Quarter 2010 UC Arc Arc Solutions, developer of unified communications applications for Cisco Systems, announced release of the latest version of its Premium operator center software. R5.1.1 is even more scalable and flexible, and provides greater benefits to organizations who need a professional call answering solution for their operators. Highlights include: Searchable busy lamp field. Operators can see more user status across the Cisco Unified Communications Manager cluster. Database Schema service allows access to Arc s reporting database for customer applications such as Business Objects. Cisco 69xx, 89xx and 99xx IP telephone support with Busy Lamp Field compatibility. Enhanced searching capabilities. Multi-region language support options. Updated Accessibility support. Compatibility with the latest versions of Jaws screen reader and Zoom Text screen magnifier software. CUCM version 8.x fully supported. For more visit arcsolutions.com. Cloud PTL and Callisto Postes et Télécommunications Luxembourg (PTL) is a service partner for telecommunications outsourcing. Their managed services are based on Cisco Unified Communications Manager Express (UCME). They supply, configure and operate an entire infrastructure for voice and data, as well as all connections to miscellaneous networks. Customers are presented with turnkey solutions so they merely need to select the terminal equipment which matches their individual requirements and pay a monthly amount without investing in hardware or software. They can start to use their infrastructure immediately and be assured they receive everything from a single source. This results in successful planning and isn t FREEDOM TO BE OTHERWISE ENGAGED See Engage Suite in the TelStrat booth at: Cisco Live! 2010 Booth #841 June 27-July 1, 2010 Las Vegas, NV Response times are down and agent productivity is up. Forecasts, call loads, and schedules all align. Agent adherence, skill sets, and activities are in near perfect harmony. Across sites where chaos once ruled, efficiency and order now reign. You ve actually achieved the sublime state of contact center nirvana. Too good to be true? Not for you. You ve got Engage Contact Center Suite from TelStrat. Engage combines TelStrat s award-winning call recording technology, proven in over 1700 systems worldwide, with an array of best-practice product technologies for all areas of workforce optimization. This yields an easy, affordable, total recording and workforce optimization solution for any size organization. From capturing complete customer interaction with its exclusive Conversation Save, to sophisticated workforce management using advanced Merlang -M forecasting and SkillSense scheduling, Engage optimizes each major aspect of contact center operation. With its modular design, every component augments and enhances the next, so your organization can start with call recording and add capabilities as your needs change. Engage lets you grow at your own pace. Within one suite. From one source. TelStrat. TelStrat s new Engage Contact Center Suite lets you optimize your operation, so you get something we all want: The freedom to be otherwise engaged. Auto or On-Demand Call Recording with Exclusive Conversation Save Technology Read CIPTUG INSIDER Pull-Out Section Blazing-Fast, Dictionary-Independent, Phoneme-Based Speech Analytics a financial strain. PTL provides customized solutions for customers with specific requirements. The challenge is that more often than not these come with a higher price tag than people are willing to pay. To be able to provide solutions for all types of requested services they decided to partner with CTModule from Berne, Switzerland, for managed PBXs for UCME combined with the Callisto Express product range. Callisto enhances UCME with already-defined services and the option to create customized ones which can be easily retrofitted. When replacing existing telecommunications infrastructure customers want to e911 See CLOUD, page 14 E911 support for wireless endpoints Many organizations use wireless endpoints to deliver improved communications for mobile users within the office. Implementing a Cisco Unified Wireless Network provides them with service that is more secure and reliable than a radio system, less expensive than traditional cell or smartphones, and allows users to be reached regardless of location. Though this increased mobility can enhance efficiency, it also creates a challenge for E911. This is because many organizations run their wireless networks across a single large subnet and most E911 solutions only allow Emergency Response Locations (ERLs) to be identified by subnet. When 911 is dialed from an enterprise wireless phone, the PSAP receives the location information for the large subnet, within which the caller could be anywhere. Responders would have to search the entire subnet area to locate the distressed caller. To help organizations deploy a CUWN and provide accurate E911 services, 911 Enable s Emergency Gateway solves the problem of identifying the accurate location of wireless phones by associating ERLs with wireless access point Basic Service Set Identifiers (BSSIDs). Because BSSIDs are located throughout the enterprise, ERLs can be provisioned to identify a more precise location. The gateway periodically queries the WLAN controllers to determine which endpoint MAC addresses See e911, page 10 Complete Screen Capture & Playback, Synchronized with Audio Recording Comprehensive Agent Evaluation, Performance Management, & e-learning Optimize Your Operation Intuitive Agent Evaluation with Weighted Scoring & Reporting Enterprise-Scale, Multi-Site Workforce Management, with Planning, Forecasting Scheduling, & More Cisco Telephony Tribune The independent report on the Cisco telephony market is a production of News Products People Events Telecom Reseller TM Subscriptions Or change address, unsubscribe Call Fax Web ciscotribune.com Advertising Call Toll Free Fax Web ciscotribune.com Engage Zen Ad-TR-CISCO-JUNIOR indd 1 5/21/2010 9:48:25 AM
4 Spring Quarter Telecom Reseller: Cisco Tribune Deployment Ensuring delivery of high-quality unified communications services By Kathleen Ayres, Product Marketing Manager, InfoVista In today s business environment, the speed and ease with which enterprises can communicate, share information, and collaborate is increasingly becoming more important to their business success. Cisco unified communications (UC) solutions offer enterprises the promise of simplified business communication, enhanced productivity, and reduced costs by eliminating boundaries between fixed-line phones, mobile devices, and messaging systems. Power Tripp Lite and Cisco The Digital Media System unit at Cisco s San Jose headquarters supports product demonstrations for customers and salespeople. It relies on some of Cisco s most advanced technology including Digital Media Encoder 2000, Physical Access Manager, Call Manager 7800 and 7800 Media Convergence Servers. The system must be protected against power problems, explained Senior Sales Engineer Kai Chung. A failure could disrupt a demonstration and cost sales. A surge or spike could damage or destroy the expensive hardware that supports the system. Assisted by Dave Lund, Tripp Lite s Vice President of National Accounts, he implemented an integrated solution combining on-line UPS systems, network-grade power distribution units, power management tools and an IP-capable rack/console KVM switch. The investment quickly paid off. We experienced a ten-minute power outage in the middle of a demonstration, but the UPS systems saved the day, said Chung. They immediately provided battery power to connected servers and other equipment, enabling the demonstration to continue without interruption. Thanks to product quality and superb service, Tripp Lite became a one-stop shop for all our server rack needs. % For more visit tripplite.com. But deploying UC technologies and services whether by the enterprise itself, as a service by a managed service provider (MSP), or on a hosted service provider (HSP) platform is no simple task. Each must address a common set of challenges associated with ensuring high-quality UC services, including: The complexity of cohesively monitoring unified voice, , messaging, and conferencing applications combined on the same infrastructure. Providing the UC service quality assurance needed for end-user satisfaction in an environment where performance issues do not merely slow real-time applications they can make them unusable. The difficulty in managing and reporting in a multi-tenant UC services environment where multiple customers each with additional layers of end-users, business units, and locations will be the service recipients. Gaining an understanding of service usage patterns for effective service growth and resource planning. InfoVista enables the UC provider to address these challenges with its focused unified communications assurance solution for Cisco-centric UC environments. Supporting the full complement of devices and applications in Cisco s hosted unified communications service (HUCS) architecture, the solution provides a complete set of capabilities for managing and monitoring unified communications, including IP telephony, messaging, and conferencing services. Encompassing proactive monitoring, real-time troubleshooting, performance reporting, capacity planning functions, and a multi-tenant architecture, it equips HSPs, MSPs, and enterprise IT with the information needed to effectively manage the performance of UC services and provide a high-quality user experience. This carrier-class, service-centric performance management solution includes two integrated InfoVista products the Unified Communications Knowledge Pack and Voice Data Manager. The Unified Communications Knowledge Pack, an addon to InfoVista s flagship VistaInsight for Networks, simplifies the process of managing the complex UC infrastructure environment by providing a cross-silo, holistic, and multi-tenant view of the wide array of interdependent UC resources. This includes visibility into UC applications, network, server, and database components, such as Cisco Unified Communications Manager (CUCM), Cisco Unity, Movius IP Unity, and Cisco PGW, BAMS, and HSI. Voice Data Manager, an option of InfoVista s 5View Service Data Manager, provides high-performance, realtime service usage data processing capabilities for full visibility into the voice and call quality indicators that reflect the experience of various customers and business units. This information enables the provider and customer to effectively monitor the telephony service and assure that its quality meets customer expectations. InfoVista s advanced service modeling capabilities understand the relationships between the UC-related resources and the services and multiple tiers of customers, business units, and locations they support. This, plus powerful methods to collect and aggregate massive amounts of data across silos, makes InfoVista a holistic and complete assurance solution for the carriergrade, multi-tenant MSP and HSP UC service environments. % For more information, visit or contact Kathleen at
5 VoIP ecosystem management One solution - no boundaries Discover Diagnose Multi-vendor network fabric and VoIP ecosystems Visualize Network structure, components and interfaces VoIP and network performance and availability Ask the expert e: t: (303) T E S T E D 2010 Integrated Research Limited. PROGNOSIS is a registered trademark of Integrated Research Limited. All other brand and product names are trademarks or registered trademarks of their respective companies.
6 Second Quarter Telecom Reseller: Cisco Tribune Security NEC and Cisco NEC has achieved the Master Security Specialization from Cisco. This designation recognizes NEC for its investment in the training and personnel needed to provide customers with Cisco security technology skills and is built on a successful track record in security lifecycle services and solutions. Before customers can think about improving productivity or otherwise enhancing business processes using NEC s approach to unifying business communications, they should first gauge the security of their networks, said Todd Grassi, general manager, Technology Portfolio. The Cisco Master Security Specialization enhances our technological expertise, and our willingness to achieve the associated technical requirements demonstrates a commitment to customers as they seek to protect and grow their businesses. The Specialization is designed to recognize an elite group of channel partners who have invested in the most in-depth technology skills and have demonstrated success in selling, deploying and providing services for Cisco s value-added security solutions. These include a combination of solu- tions including Security Agent, Security Monitoring, Analysis, and Response System, Network Admission Control, and Cisco IOS. Channel partners with a highly qualified security practice can achieve a Master Security Specialization regardless of certification level. To achieve the Specialization channel partners must first attain the Advanced Security Specialization and meet stringent requirements to demonstrate their Masterlevel capabilities and customer success track record in three areas: Selling capability - Sales records, the provision of ongoing training, Cisco prescribed demonstration capabilities, and customer references that document prescribed design and deployment capabilities. Technology capability Specific Cisco and industry-standard technical certification requirements. Services capability and methodology - Competence across the Cisco Lifecycle Services phases (Prepare, Plan, Design, Implement, Operate and Optimize) and ability to meet ISO-prescribed skills for the Operate phase for specific Cisco services. The Cisco Channel Partner Program is designed to reward channel partners for the value they deliver to customers. Select, Premier, Silver and Gold certifications rep- TRAINING Continued from page 1 and other technology architectures. Equipped with certified comprehensive technical knowledge and skills, partners provide the technical, certification and product training that enable deployment of technology and business solutions with greater confidence and increase productivity and profitability. The introduction of Channel Education Specializations in October 2009 was a key step in aligning partners with Cisco s architectural approach. Learning Partners will be categorized as either Associate or Specialized. Associate organizations focus on delivering baseline Cisco certifications such as CCNAÒ. Specialized organizations focus on delivering training in business solutions and technology architectures such as data center, borderless networks and security. resent integrated technology breadth; SMB, Express, Advanced, and Master specializations represent technology skills depth. % For more visit necunified.com. Learning Partners will be assessed on specialized capabilities, depth of skills in particular architectural solutions, bench strength and quality of training. The enhanced CCSITM program will advance the skills and capabilities of certified instructors with new tools and incentives. These will comprise automated credential assurance, continuing education opportunities including lab support and channel system engineer events, and improved content access including new-product introduction and sales-enablement materials. The forthcoming creation of an active CCSI community on the Cisco Learning Network will foster greater collaboration and alignment with technology and business architectures. Features will include news and information, discussion groups, feedback and instructor-recognition opportunities. % For more visit cisco.com. Spectrum Corporation is a member of the Cisco Technology Developer Program. Ad Layout1.fh11 4/26/06 2:51 PM Page Copyright 2009 Spectrum Corporation. M122CTT1208 C M Y CM MY CY CMY K Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks and the Cisco Square Bridge logo is a trademark of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. Composite
7 Telecom Reseller: Cisco Tribune 7 Second Quarter 2010 Interoperability Mobility Service SecureLogix and Cisco SecureLogix announced it has joined the Cisco Developer Network as a Solution Developer in the integrated services router technology category. In addition, their ETM (Enterprise Telephony Management) System has successfully completed interoperability verification testing with the Cisco Integrated Service Router Series. The Network unites Cisco with thirdparty developers of hardware and software to deliver tested interoperable solutions to joint customers. As a Solution Developer, A Division of Connexon SecureLogix shares Cisco s commitment to customer service and satisfaction, has completed interoperability verification testing based on criteria set forth by Cisco, and can provide customers with support 24/7. With offerings such as ETM customers can more quickly deploy a broad range of Cisco Compatible business applications, devices or services that can enhance the capabilities, performance and management of their Cisco network. % For more visit securelogix.com. Librestream and Cisco Librestream, provider of mobile collaboration solutions, announced integration of Onsight with Cisco IP telephony infrastructure including Cisco Unified Communications Manager (CUCM) and Cisco Unified Presence Server (CUPS). Onsight Version 4.1 now provides customers with the ability to see the presence status of subject matter experts to identify who is available to join them in a live video collaboration session. Both the Onsight mobile devices and Expert application endpoints now display the presence status of contacts. Librestream has integrated Onsight with a range of Cisco products to enable live, mobile and secure enterprise-class video collaboration from the plant floor or field, explains Kerry Thacher, CEO. This ties our mobile wireless video solutions with Cisco UC and Webex. You can now look up the presence status of a remote expert anywhere in the world to quickly find the right person to engage in a voice and video collaboration session for rapid and effective trouble-shooting. The Onsight Version 4.1 platform also includes additional security enhancements such as VPN client support for the wireless devices and additional enhancements such as auto-answer capability within Onsight Expert. % For more visit librestream.com. Tenable and Cisco Tenable Network Security, provider of Unified Security Monitoring and creator of the Nessus vulnerability scanner,announced that Nessus now includes the ability to perform security and policy compliance configuration audits of Cisco IOS routers and switches. The audits are based on best practices available from the Center for Internet Security and provide router and switch administrators the ability to test security and policy compliance settings in their network infrastructure. Example tests include requiring encrypted passwords, banning the use of common SNMP community strings, forcing the use of Secure Shell to access the IOS console and ensuring the device does not allow unauthorized services. With the addition of Cisco IOS configuration auditing, organizations can now utilize Nessus to audit their network from end-to-end for policy compliance configuration and security issues, said Ron Gula, CEO. Tenable provides a suite of enterpriseclass software solutions that unify real-time vulnerability, event and compliance monitoring into a single, role-based interface for administrators, auditors and risk managers to evaluate, communicate and report needed information for effective decision making and systems management. For more visit tenable.com. Read CIPTUG INSIDER Pull-Out Section
8 Second Quarter Telecom Reseller: Cisco Tribune CHANNEL Continued from page 1 Listen! Effective marketing is integral to helping our partners win business but many have limited budgets, resources or marketing expertise, says Thierry Drilhon, vice president, worldwide partner organisation, Cisco Europe. The Center provides our valued partner community with access to our co-marketing engine, Partner Marketing Central. It also brings together specialist marketing skills, resources and co-marketing funds that will help create unique campaigns and stage successful events. By equipping partners with the tools they need to generate as many leads as possible, we are putting them on a course for sustainable but ambitious growth. The Center is available to all channel partners, with additional benefits for those signed up for Avant Garde, Cisco s pan- European partner enablement initiative. All Avant Garde partners have access to a client manager and marketing assistance, and are also eligible for campaign execution and support. All other channel partners will benefit from access to M-concierge, a call center service that provides guidance on the resources available to them. In addition, channel partners enrolled in the Partner Development Funds initiative, which makes quarterly payments to qualifying partners based on their sales of Cisco Small Business products, may also choose to use the capital generated by the fund to pay for marketing campaigns through the Partner Demand Center. As part of the Partner Demand Center, Cisco can help channel partners more effectively target and win new business with SMB customers by assisting with data modeling and use of high-value market intelligence. This assistance is designed for Avant Garde partners who want to identify incremental revenue opportunities, promote continuous customer engagement, and work on the most promising customer prospects to boost sales and make the most of limited resources. Also channel partners will have access to Partner Marketing Central, a web portal using the latest media technologies. It contains an extensive library of campaign templates and assets encompassing event management tools, social media integration and website marketing services. % For more visit cisco.com. TELECOM RESELLER NOW AVAILABLE ON itunes What does Total Network Visibility really mean? It s about seeing everything on your network f Knowing instantly where and why network faults exist f Eliminating mysterious slowdowns f Resolving the root-causes of poor quality VoIP calls f Getting the maximum performance out of your network PathSolutions Network Monitor The only network performance management solution that delivers Total Network Visibility. Try Network Monitor FREE for 5 days Call , or visit us at Total Network Visibility Puts You in Control All the Time Looking for an Attendant Console? iq NetSolutions has been providing Consoles to Cisco customers since CallManager version 3.4. Our customers include financial institutions, manufacturing, contact centers, medical facilities, professional services, government agencies and others. Built-in Presence Engine Company-wide Busy Lamp Field Drag and drop call processing Remote Call Pick-up Centralized/Distributed Operators Emergency call notification Employee status notes Up to 600 Consoles per VistaPoint Server Works across multiple systems/clusters Concurrent Licensing (use where needed) For 30-Day Evaluation Contact Sales: x1315 or Visit our web site at: Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks and the Cisco Square Bridge logo is a trademark of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
9 DATA COMMUNICATIONS SERVICE TO CHINA Showcase of Cisco Partners China Telecom Americas is an international telecom provider for Data, IP and Wholesale Voice services to multinational enterprises operating mission critical operations and applications in China/Asia Pacific. China Telecom Americas provides everything from China domestic and international data circuits to IDC services, network management and systems integration and is licensed to sell domestic China telecommunication services in the Americas. CHINA TELECOM AMERICAS Herndon, VA CALL RECORDING AND QUALITY ASSURANCE Intelligent Data Access Networking 598 Gibraltar Dr., Miplitas, CA Phone: Gigamon delivers intelligent data access solutions to enhance network monitoring of data centers, service provider and enterprises. The company s world-renowned GigaVUE aggregates, filters and replicates customized data streams to all monitoring tools. Secure Access Complete Visibility HigherGround develops call recording software, data integration and reporting tools. Our proven solutions provide business intelligence for sound decision making and bottom-line control for compliance monitoring, risk management and performance improvement. HigherGround provides companies with the ability to monitor and verify phone transactions, improve agent performance, optimize telecom resources, and obtain a comprehensive view of their contact center performance. HigherGround, Inc. Canoga Park, CA
10 Second Quarter Telecom Reseller: Cisco Tribune IPPS 2Ring IPPS IPPS makes placing and replying to calls more efficient. This is done by extending existing address books available on IP phones (received, missed, placed calls and internal contacts) with an unlimited number of corporate and personally-managed address books. These can be synchronized from a corporate IS or with personal contact stores such as Gmail and Facebook. Thanks to this automatic synchronization IPPS is not simply another tool that company administrators must take care of, but one that delivers necessary contacts to the place where users need them the most, the phone. It also allows users to share personal address books with co-workers and search in one or all at once. It will use these address books to identify all incoming calls and provide the caller s name as the call comes in. It will even serve users who are known for missing many calls, as it stores callers names on a phone s missed call list and users will know whom they are calling back without wasting time searching for the caller s name. It also speeds up searches conducted on phones by introducing the IntelliSearch mode. With this it s necessary to hit a phone key just once and the search will be associated with all the letters under the key, eliminating the need to repeatedly press the key to get to the proper letter. Overall, IPPS is a package of services that will bring your IP telephony to a new level. It also offers phone locking, text messaging to internal or mobile phones, intercom (one-way broadcast to multiple phones), and display of current exchange rates or webcam images. 2Ring is an independent software house that has focused on development of IP telephony and contact center applications and productivity enhancement solutions since Deloitte Touche ranked them as the 41st fastest-growing IT company in its Technology Fast 50 Central Europe 2008 ranking. % For more visit 2Ring.com. label your telephones easily, accurately and fast with the DESI Telephone Labeling System. Get the DESI Software and order label sheets that are already die-cut and perforated to fit your phone, perfectly! Need to replace that old plastic cover? DESI has Plastic Covers too, with no minimum purchase amount. Buy one or more as needed. Check us out and take 10% OFF your next order using the code below. We look forward to serving you desi.com One Per Customer. Not valid with other offers. Expires 05/07/10. Coupon Code: TRJRMY Who Dialed 911? e911 Continued from page 3 are connected to which BSSIDs. When 911 is dialed it uses the phone s MAC address to look up the corresponding BSSID and ERL. This information is delivered to the PSAP, allowing the dispatcher to provide responders with a more accurate location for the caller. The ability to provide detailed location information for wireless users can help improve outcomes when seconds count. Time spent locating callers within a large subnet area is eliminated with information based on the BSSID to which the endpoint is connected. This helps reduce response times and improve quality. % For more visit 911enable.com. Did you know that the level of 911 protection millions of Americans have in their homes is far better than what they receive at their nearby office, campus, hospital, or government building? Enhanced 911 (E911) software enables emergency responders to determine the building, floor, and room number for a 911 caller in a multi-floor building or multi-building facility. This saves lives. MOBILITY Continued from page 1 especially important in enterprise deployments involving hundreds or even thousands of users with all sorts of mobile clients. The only drawback is that the client must be connected to the server, over the Internet or corpnet, to use it. The initial release includes presence and access to both the corporate directory and CallManager database. Andtek is a Cisco Technology Developer Partner and exclusively channel-oriented, primarily through Cisco Partners. % For more visit andtek.com. Safety is Your Responsibility. E911 is Our Business. Protect your most valuable asset: your people. Amcom Software has been a leader in E911 solutions for more than 20 years. Read CIPTUG INSIDER Pull-Out Section Amcom Software, Inc. Phone: Fax:
11 Telecom Reseller: Cisco Tribune 11 Second Quarter 2010 New Launch Verba emerges The launch of Verba Technologies establishes a global brand and completes migration of a call recording product to the newly-named Verba Recording System. The company was founded by industry veterans with more than 30 years of experience in the call recording and unified communications fields. The system supports voice, video and telepresence devices. Deployed at financial institutions, security companies and call centers, it provides a flexible, software-only approach to help companies lower total cost of ownership. Businesses can record all media in a single, unified system that is easy to use, quick to search, and accessible anywhere at any time. There are three different editions express, enterprise and service provider to support SMBs, large corporations and VoIP hosting providers. Verba s mission is to provide businesses across all industries with products and services that offer a superior value proposition. From sales and support offices in the United States and Sweden, the company can meet the varied needs of its global customer base. Leveraging a methodology designed to mitigate risk, minimize cost and avoid delays, field service engineering professionals offer fast, reliable installations and support sessions along with excellent customer service. The name Verba comes from the Latin proverb, Verba volant, scripta manent, which means, Spoken words fly away, written words remain. The proverb s origins can be traced back to a speech from Caius Titus of the Roman Senate who suggested that while people can easily forget what they spoke about, written documents provide conclusive proof in public matters. The Verba name emphasizes the company s pledge to help organizations effectively document the spoken word from phone calls and other verbal communications and use it in the same manner as written material. % For more visit verba.com. Listen! TELECOM RESELLER NOW AVAILABLE ON itunes
12 Second Quarter Telecom Reseller: Cisco Tribune Auden NoJitter Blog Challenging the Channel By Gary Audin In today s economy, the vendor channel partner (whom most enterprises must deal with) has to ensure that they retain the existing customers besides gaining new business. This condition can be an advantage for the enterprise. Enterprises are trying to control costs as well as introduce new technologies that improve productivity, provide better customer service and comply with the increasing number of legislative and regulatory requirements. The channel should be proactive in supporting these enterprise goals. The enterprise should use the resources of the channel to augment the staff of the enterprise. If the channel is to be proactive with the enterprise ICT departments, then the channel should be offering alternatives and innovative solutions. Therefore the enterprise should push the channel to offer more ideas that will help the enterprise. Look for the channel to propose ideas first. This will be one measure of the channel s desire to retain the enterprise as a customer. If the enterprise has to promote the ideas, then the enterprise should question whether the channel really wants to support the enterprise. Here are some ides that the enterprise might wish to pursue with the channel: Channels want the enterprise to buy into UC. Have the channel arrange collaboration technologies such as voice and video conferencing, IM, and presence features for the mutual use of the enterprise ICT staff and the channel staff. This should improve the collaboration between the two organizations. The channels can provide multiple financing options for new hardware and software. Leasing options for hardware, especially servers, are very attractive. Many enterprises lease the servers for 3 years so that they can take advantage of the improving server technologies. Have the channel do a thorough lease vs. purchase analysis on all future acquisitions. Another financing option that is an attractive is financing the software subscription for IPT and UC systems. The software subscription prepays for the bugs fixes and enhanced features and function that will be delivered in the future. Some vendor offer 1 year software subscriptions which cost less. However, the next year s software subscription may increase in cost by 8& to 12%. One way to control this cost escalation is to purchase a 3 to 5 year software subscription. This prepayment will have to be paid in advance, in the first year of the new system. This can be as much as 20% of the budget. Some channels can now arrange a time payment plan. The channel charges the software subscription in three one year payments. This eliminates the possible inflationary cost of a one year software subscription while reducing the impact to the first year s budget. Have the channel look at the balance of enterprise technology management vs. managed service contracts. What balance offers the best financial advantage to the enterprise? Ask the channel to investigate the enterprise ICT operations for systems, software and staffing that may produce savings that can be used for new projects that the channel can support. If there are projects in process, ensure that the financial and progress reporting is timely and accurate to ensure that cost changes can be anticipated and controlled before the problem becomes large. Ask the channel to dispose of the retired ICT technologies. The enterprise may even receive some funds from the channel resulting from the resale of the retired technologies that can be used for new projects. Have the channel look at existing and new technologies over a 3 year period. A longer period may demonstrate greater value, but there is always the possibility that new technology will obsolete the existing technologies in less than 5 years. A 5 year operational period may look good but may also lock in the technologies for the enterprise longer than would be desirable. The channel should be up to date on the affect of new legislative and regulatory requirments. Have the channel provide detailed information on the impact of the requirements in planning the future if ICT systems. The enterprise will also have the same goal as the channel, retaining the enterprise s customer base. The customer relationship technologies keep expanding especially with new mobile devices and services and social networking. The channel should be able to demonstrate how these can be used to effectively improve customer relations. The channel wants your business. In good economic times, expanding the channel s business is the primary goal. In leaner times, the channel needs to focus more on customer retention. This is the time for the enterprise to push the channel for more support, especially free advice and analysis. Make the channel work for you. If the channel responds poorly, then question whether this channel is right for your enterprise. % Read CIPTUG INSIDER Pull-Out Section NATIONWIDE COVERAGE RURAL EXPERTS CAN HELP YOU INCREASE PROFITS & IMPROVE CLIENT RETENTION Cisco VAR in Detroit Adds $56,753 Monthly Net Income by Augmenting Product Line Managed Service Provider in Florida Adds $7,535 in Monthly Recurring Revenue Regional Cabling Contractor Adds $1,134 in Monthly Profits (total monthly revenue now over $13k/month) MPLS Anywhere in the country... Flat rates even across multiple LEC regions ETHERNET Widest nationwide coverage Point to point, IP & multi-point INTERNET Low, flat rates nationwide Rural T1s under $475 PRIVATE LINE T1 through OCx anywhere in the US Flat rates available BOOST YOUR BOTTOM LINE BY OFFERING YOUR CLIENTS BROADBAND CONNECTIVITY
13 Telecom Reseller: Cisco Tribune 13 Second Quarter 2010 Power, Protect, organize & control Complete Your Cisco Network with Solutions from Tripp Lite POWER Tripp Lite Metered Power Distribution Units Reliably distribute power to multiple, critical pieces of networking, server or remote telecom equipment 8-40 outlets available in a variety of configurations Metered models allow managers to track PDU load conditions Switched models allow for remote outlet control and eliminate costly site visits Automatic Transfer Switching (ATS) on select models ensures uptime by providing backup power source if one fails ORGANIZE Tripp Lite SmartRack Enclosures Premium enclosures integrate cooling, power distribution and cable management 25U, 42U and 48U, with or without side panels Toolless keyhole mounting for PDUs Fully customizable and expansion-ready Up to 2,500 lb. capacity Seismic Zone 4 isolation platform option Instant Rebates on Rack Enclosures tripplite.com/rackrebates Introducing Calabrio ONE The ONE Choice for Speed, Ease and Reliability in Workforce Optimization Cisco Live Booth Number 2133 PROTECT Tripp Lite UPS Systems Protect networks and servers with the highest level of power protection Eco-efficient: IGBT technology on 3-Phase models provides highest efficiency (97%) and lowers operating and cooling costs Capacities up to 80kVA True on-line and line-interactive protection Hot-swappable modular design and bypass switch on select models eliminate maintenance downtime Expandable runtime with optional external battery packs on select models CONTROL Tripp Lite Console KVM Switches tripplite.com/cisco Control multiple servers from a single console IP remote access on select models allows managers to access server components via the Internet Includes 8- or 16-port KVM, 17 or 19 LCD, keyboard and touchpad in a 1U drawer Scalable connect two PCs/ servers or over 8,000 Console-only models available Cisco Trusts Tripp Lite Cisco relies on Tripp Lite to protect and manage TelePresence Suites and Digital Media System. Learn how Tripp Lite UPS systems, PDUs and KVMs protect, power and control the key components of these cutting-edge Cisco technologies read the case studies at Healthcare Cisco and Electronic Health Network Cisco announced that its Medical Data Exchange Solution (MDES) has been selected for deployment across 22 locations in South Carolina by Electronic Health Network, provider of patient health education and wellness applications. Palmetto Primary Care Physicians will use it as the platform for the network s electronic health record and personal health record solutions to create a medical information exchange among 60 general practitioners and 137 specialist physicians. Physicians served by this program span a wide range of specialist areas including wound care, dermatology and psychiatry, and an estimated 250,000 patients are expected to benefit from the data exchange program. Cisco and Tiani-Spirit developed MDES to meet the growing global demand for medical data exchange and improve the quality of patient care across multiple specialty fields. The demands for medical data exchange services and electronic health records continue to expand as pressures to improve the quality and cost-effectiveness of patient care increase. To alleviate manual processes that are both expensive and unable to scale, MDES incorporates patient indexing and image and document exchange functions into the network, offering a secure, efficient and cost-effective means to exchange and view patient medical information, regardless of the provider s location or information technology system. Electronic Health Network s healthcare platform uses MDES to deliver integrated health information exchange services including patient record indexing, document and image exchange, and access and security. Palmetto will employ the services to achieve PCMH / NCQA Level 3 requirements for their Patient Centered Medical Home program, which facilitates health information and data exchange among physicians, patients and their families to enable appropriate care and health management. This will help Palmetto to meet meaningful use criteria under the Health Information Technology for Economic and Clinical Health Act in the American Recovery and Reinvestment Act of MDES features capabilities to exchange both records and images from a single scalable platform. Healthcare providers from multiple institutions can quickly and easily access and review a patient s medical data gathered by different applications, locations and exchanges via a hierarchical patient indexing and record locator service based on Integrating the Healthcare Enterprise (IHE) frameworks. While images are becoming more pervasive in the clinical setting and allow patients to be more involved in their personal health, they are also the most costly data to exchange between care locations. MDES provides the ability to exchange images at both a clinical review and diagnostic-quality level, offering the opportunity to create a vendor-neutral image archive and avoid costly image data migrations. As a leader in IHE infrastructure framework compliance, MDES offers a proven standards-based solution for simple access to patient data exchange, eliminating most risk or support issues associated with proprietary solutions. Healthcare organizations will benefit as they will not be required to log in to multiple systems or support proprietary and direct interfaces. It offers a federated data architecture with optimized search algorithms for records and images, reducing network traffic for more efficient data queries and access. This eliminates the need for large centralized data storage environments and reduces associated costs, making it easier to scale the solution as the need or number of serviced facilities grows. Charles Williams, president and chief executive officer, Electronic Health Network. said, We are excited to team up with Cisco and assist physicians in building a stronger health IT infrastructure. By making privacy the top priority in exchanging user-friendly personal health records, we can provide individuals with the proper tools required to better manage their health. Dr. Kirt Caton, general practitioner and lead health care provider, Palmett See HEALTHCARE, page indd 1 6/4/2010 3:09:40 PM
14 Second Quarter Telecom Reseller: Cisco Tribune Perspective Unified Cisco VoIP management delivers administrative synergies and efficiencies Managing a Cisco Unified Communication Manager environment, its supporting VoIP ecosystem as well as VoIP-enabled routers through a unified interface helps you achieve remarkable administrative synergies and efficiencies. As an IT professional you can achieve your performance and capacity objectives using one consistent method to manage reliability, performance, call quality and capacity planning across all managed VoIP devices. Integrating information retrieval across Cisco Unified Communication Managers, Cisco Unity, Unity Connections servers and VoIP-enabled routers connects support staff with multi-version and multi-platform VoIP technologies, and the data that exist in them. Key benefits include performance correlation with quality, ease of training, improved usability and more proactive service. So even if you don t need all these benefits today, who knows what might be waiting just around the corner? Inherited or even planned disparate VoIP management systems can cause duplication of content and effort and make it nearly impossible to reuse content effectively. Selecting a highly customizable interface that allows you to integrate, customize and compare components from multiple VoIP technologies and platforms allows you to provide faster, more responsive service across every platform. A completely customizable interface will enable you to compare processing and service status of boards in PBXs, gateways, trunks and phones or build customized and detailed information for real-time snapshots of key performance indicators for every monitored cluster. From the availability of endpoints and route patterns to CPU utilization and alerts, you can customize what you see, what alerts you receive and remove any complexity that s not needed for specific stakeholders. And if you re providing unified communications capabilities in your small business office or branch you can manage them through the same unified interface. Integrated VoIP management allows you to efficiently identify and troubleshoot problems specific to the Cisco Unified Communications Express routers - from the quality of the VoIP calls themselves to phones registered, deceased or out of service. For Cisco Unity Express environments you can monitor voiceport status and utilization of all mailboxes on the routers, see the used capacity and receive alerts Unified Cisco VoIP management delivers administrative synergies and efficiencies when capacity reaches defined levels. While recognizing the benefits of integrated and specialized VoIP management, it s also critical that such tools interoperate within your broader management strategy. A single interface managing both the Cisco Unified Communication Manager and VoIP-enabled Cisco Express routers must also integrate with whatever toolkit and management framework you use, aligning with business processes, team structures and skill sets. In companies that adopt this approach for managing VoIP services, integrated VoIP management strongly complements the specialized nature of other management products. Whether you re managing Cisco Unified Communication Managers, Cisco Unity, Unity Connections servers or VoIP-enabled routers, you only need to use one interface, from one vendor. A unified interface enables you to swap, combine or sharpen your management focus without having to change your method. * PROGNOSIS manages the Cisco platforms referred to in this article, Avaya Aura Communication Manager, Avaya CS1000 and Alcatel-Lucent PBXs from a single installation and interface. Network diagnostics for Cisco Unified Communication Manager and Avaya Communication Manager and Communication Server will be available shortly as an integral part of PROGNOSIS IP Telephony Manager. For more see prognosis.com. HEALTHCARE Continued from page 13 Care Physicians, said, Based on the concept of forming a team-based approach and utilizing technology to bridge the gap, Electronic Health Network and Cisco have developed an effective solution that will afford us the opportunity to provide patients with fast, secure access to their health records. In addition, MDES will allow our providers to effectively communicate with our patients and exchange information with other physicians in the network. % For more visit cisco.com. CLOUD Continued from page 3 realize some form of added value. They obviously expect the new system to cover all the requirements the existing one has been providing over many years, and the Callisto range of products offers this. One of the core modules is Open Inbound Manager, which allows creation and deployment of home-grown or customized applications of any type easily, quickly and cost-effectively. CTModule has already developed many individual and custom applications on behalf of PTL for call center, operator consoles, and billing and accounting systems. Callisto imposes virtually no boundaries, and since it is the main interface at the customer s site it is also ideally placed as a branding platform. % For more visit ctmodule.com.
15 Think. Design. Deliver. Creative Contact Center Solutions products and services RealDash Customized real-time reporting for the ICM and UCCE/X environments CDR Vault More than just reports, it s cradle-to-grave delivered GateScope Integrated, real-time monitoring for your voice gateways RealDirector Web-based tools for enhanced Cisco ICM call routing SEAL Centralized emergency agent management Aceyus Intelligence (AI) Provides CTI data & control to a wider array of applications at lower cost Aceyus provides a wide range of software solutions for companies managing today s complex contact centers. Our advanced product portfolio and range of services cover reporting, CRM, computer telephony integration (CTI) and resource management solutions for the ICM and UCCE/X environments. With a foundation of expertise in the telecommunications market, we develop products specifically for the contact center environments that work in harmony with established market-leading solutions such as the Cisco Contact Center Software Suite. SOFTWARE SUPPORTING THE FULL POTENTIAL OF CONTACT CENTERS RealDash Aceyus RealDash is a completely web based monitoring tool designed to display data from the Cisco ICM, UCCE, and UCCX platforms, enabling users to quickly and easily create and view fully customized real-time reports. RealDash provides customers with a browserbased, drag and drop interface that allows them to create and save custom reports containing the information needed to better understand and manage their contact centers. Users can select from a wide variety of real-time data elements, creating a unique display that best suits their individual needs. A wide variety of data adapters are also available for other systems. Aceyus University Higher Learning for contact center reporting, databases, and CTI development APS (Aceyus Professional Services) We manage the process, you manage the results aceyus CDR Vault Aceyus CDR Vault provides a simple, effective way to view and evaluate call detail records on the Cisco ICM, UCCE and UCCX platforms. CDR Vault allows users with little to no knowledge of the database schema to enter a few parameters and quickly retrieve a Cradle-to-Grave or Call Detail Report showing every leg of the call as it happened, including what Service, Skill, Agent and Call Type handled the call, as well as a total duration and call variable breakdown. CDR Vault features four valuable query tools as well as a complete interval, daily, weekly and monthly reporting platform with an easy to use online report builder. (555) Upcoming Events: COME VISIT US AT CISCO LIVE 2010 IN LAS VEGAS (booth 1070) 2010 Aceyus, Inc. All rights reserved
17 PULL OUT SECTION SECOND QUARTER 2010 PERSPECTIVE Page 2 CHAPTERS Page 2 CASE STUDY Page 2 LOCAL CHAPTERS FORMING Visit ciptug.org for details! People Meet the expert David Hailey A Cisco Certified Network Associate (CCNA) and Cisco Certified Voice Professional (CCVP), David Hailey, Chesapeake NetCraftsmen Senior Consultant, has extensive experience with unified messaging solutions. As a consultant in IP convergence technologies his entire career, he has specialized in voice networking and messaging with a focus on Cisco Unified Messaging platforms. He leverages his experience with planning, deploying and supporting enterprise messaging deployments for IP telephony customers which have included nationwide solutions supporting over 10,000 users. Hailey is frequently brought into accounts as the subject matter expert in Cisco s Unity and Unity Connection platforms specializing in migration and upgrade projects. He also lends practical experience with Cisco Unified Communications Manager, Unity design and integration with Active Directory and Exchange, Unity Speech Connect, Unity Connection, Unified MeetingPlace Express, Unified Presence See PEOPLE, page 2 Think Ahead...Migrate Now! IP FAX & Document Management Solutions Fax is a Key UC Component! Why Sagemcom? Rapid ROI - 1 to 6 months Global IP Fax Server Leader Only IP Fax Certified Solution for Cisco ISR G1/G2 & AXP Visit us at Cisco LIVE!, booth 851 June 27 - July 1 in Las Vegas
18 Second Quarter Telecom Reseller: CIPTUG Insider Case Study Customer Case Study Willamette Educational Services District (WESD), one of 20 serving Oregon s 36 counties, has selected Cisco collaboration software developer Arc Solutions to improve the call answering service it provides to local school districts. They aim to provide highquality, cost-effective and locally responsive services to 21 school districts with 79,000 K-12 students and their families. They also operate as the administrative agent for more than 40 state and federal projects. They receive over 9000 telephone calls a day, handled by 3 telephone operators who were struggling to provide a consistent, efficient service to the districts and WESD s 900 staff. Following the upgrade, the legacy operator system was replaced with Cisco Attendant Consoles. However, it quickly became clear that the operators required more functionality than the consoles could provide in order to reduce waittimes and improve service. WESD is committed to providing exceptional service to all callers, so the improvement of switchboard systems was designated as a priority when a subsequent upgrade to Cisco Call Manager provided them with the opportunity to re-examine their call handling solution. The necessity for change was further compounded when Cisco announced end-of life for the Attendant Console. Therefore, to ensure future compatibility and capability, they required a future-proofed, feature-rich operator console solution. WESD selected Arc Premium operator consoles from Arc Solutions for their extensive functionality and integration with Cisco Unified Communications platforms. Two consoles were deployed at the main office and a third at a separate site. All calls to and within the organization across all its sites are handled at these two sites. The new consoles provide increased caller and recipient visibility, enabling operators to answer calls as if they are based locally and to re-route calls correctly, providing more efficient service. The consoles provide an up-to-date directory that is linked with their corporate directory, so operators can quickly search for contacts across all sites to quickly and accurately transfer calls within the organization. A presence icon is displayed next to each contact in the console directory indicating the status of the extension so the operator can see if the person is busy or able to take the call. The directory also enables operators to locate alternative contacts when the primary one is unavailable, a capability that the old consoles could not provide, which resulted in calls being sent to voic or even extensions that were out-of-use. We were immediately impressed with the functionality of the Arc consoles, explains Scott Voll, Voice/Network Operations Supervisor. Since we deployed them there has been a dramatic improvement in the number of callers being put through to the right contacts, first time. As a result, calls are being processed faster Contact Fontel today for all your UC End Point device needs! EXPERIENCE THE TRUE SOUND OF MICROSOFT OFFICE COMMUNICATOR 2007 WITH JABRA In close co-operation with Microsoft, Jabra has pioneered the integration of softphone and headsets to create a seamless, intuitive communication experience. This seamless integration of software and Jabra headsets provides users with superb call clarity and a hands-free work experience. There are no drivers to install. Simply plug the headset into the USB port and Microsoft Office Communicator will recognize the product. Jabra's OC optimized headsets feature integrated buttons for volume control and for answering/ending your calls. WHAT UNIFIES UNIFIED COMMUNICATIONS? Headsets have a massive impact on the Unified Communications experience, so it makes sense to choose a good one. Anyone who has struggled with a cheap PC headset on VoIP will understand why this is so! GET UC-READY WITH FONTEL & JABRA! Award winning Jabra headsets offer true wideband. This means that you can answer/end calls, mute calls and control volume up to 450 feet away from your desk. Jabra UC-Ready headsets work with all your phone devices - including conventional desk phones. Buy now, and get prepared for a painless transition to Unified Communications, when you are ready! and call-waiting time has been reduced, which is great both for our customers and receptionists. Another favored feature is Arc s queuing engine, which enables calls to be organized and prioritized, improving operator productivity and customer service. This functionality has been further enhanced following a recent upgrade to the latest version of Arc Premium console, which has also introduced new features and benefits inherent to the 8.0 versions of Cisco UC applications. Arc Premium has exceeded our expectations for an attendant console and we have been impressed with the solution and support provided, said Voll. % For more visit arcsolutions.com. PEOPLE Continued from page 1 Server, Unified Contact Center Express, and Unified Mobility Advantage. Hailey has authored related writings including: White Paper: Migrating to Cisco Unity Connection. For years Cisco Unity has been their premiere voice messaging solution but the spotlight for many customers has shifted to Unity Connection. The paper describes the benefits of Unity Connection and provides guidelines to the migration process. Also presented are reasons why customers find Unity Connection intriguing, an overview of the Consolidated Object Backup and Restore Application Suite (COBRAS) migration tools, and recommendations for system administration and maintenance. Cisco Mid-Atlantic User Group Presentation: Migrating to Cisco Unity Connection. This companion presentation is loaded with background information and practical guidelines for consideration when planning for a migration to or new installation of Unity Connection. Chesapeake NetCraftsmen Blog: Hailey has written on multiple topics including Integrated vs. Unified Messaging, The Key to Successful Voice Migrations, WebEx Meeting Center for iphone - A Must- Have Application, and Notes on the Cobras Migration Tools for Cisco Unity and Unity Connection. To download or view whitepapers, presentations, and technical articles and the staff blog visit netcraftsmen.net/resources. html. Cisco Support Community (NetPro): Hailey is a very active and highly-rated contributor within the IP Telephony and Unified Communications Applications communities, where he provides input to a variety of questions and discussions. Hailey and his colleague, William Bell, often collaborate and follow-up on posts to ensure that NetPro community users receive comprehensive, expert-level advice. Visit NetPro at supportforums.cisco.com/people/ dhailey13. About Chesapeake NetCraftsmen: Consultants include some of the most experienced Cisco CCIEs in the world. Their Unified Communications team has earned the Cisco Advanced Unified Communications Premier Partner status based on demonstrated expertise and having fulfilled the Advanced Unified Communications Specialization training requirements and program prerequisites. % For more visit netcraftsmen.net. Ciptug Board of Directors Vice President & Acting President Dewayne Kendall Treasurer Andrew Schaper Director of Membership Syed Ahmed Director of Technology David Rubin Director of CIPTUG 2010 Technology Forums Joseph Mlodzianowski Immediate Past President Mike Kok CIPTUG Chapters Alberta, Canada Birni Tkachuk Baltimore Boston John Turner Central Virginia Rick Arsenault Chicago Jeanine Lee Houston Wendy Weinberger Kansas Minnesota Lori Tuttle North Carolina Josh Atwell Northern Virginia/DC Dewayne Kendall Northwest Sharon Olsen Phoenix Peter Graves Rocky Mountain Todd Roark Sacramento Ginger Dillon San Antonio Sean Lynch South Florida Southeast (GA) John Cauthen St. Louis Richard Altheide United Kingdom Robert Vass Utah Royce Weight For chapter information and events calendar visit ciptug.org.
19 Telecom Reseller: CIPTUG Insider 3 Second Quarter 2010 Perspectives Presence and Unified Communications By Ginger Dillon and Todd Roark Previously Ginger briefly explained some of the evolution of presence in Unified Communications and detailed some of her experience with Cisco s CUPS and CUPC and Microsoft s LCS/OCS and MOC. She also mentioned that I was working on a proof of concept with Microsoft s UC solutions. The PoC was provided for free by Microsoft, but indirectly. A Microsoft consulting partner firm conducted the configuration and demonstrations. I made the deployment quite a bit more challenging for the consultants than they were normally accustomed. Instead of allowing them to deploy the test in our production environment I had them set up the systems in a DMZ connected to an internally isolated lab network. Caution was necessary because once OCS, the key component of Microsoft s UC solution, is installed into the directory service schema it cannot easily be removed. Our Microsoft sysadmins were not ready to make this commitment. Otherwise they should have been the ones conducting the PoC. I am not a Microsoft sysadmin, but that is another story. Despite all of the obstacles I created, the consultants did a nice job of handling the installation and ultimately conducted a successful demonstration. Originally it was my intent to test the integration and functionality of both Microsoft and Cisco UC solutions, choosing what I felt were their best offerings respectively. However, because the PoC was a Microsoft dog-and-pony much of the integration was avoided in favor of Microsoft s offering. The consultants were perfectly willing to discuss their take on integration but were representing Microsoft. Primarily I was looking at Microsoft s UC for the Exchange UM and the OCS audio conferencing. However, the consultants did such a nice job that my management became more interested in the presence solution. Microsoft s UC nicely integrates into the desktop environment, since it is their desktop client in the first place. If I only had to take care of telephony in a campus office I can imagine how Microsoft s UC would fit nicely into place. I have to support service in places where the solution has some significant shortcomings that Cisco has already resolved. Assuming most everyone is familiar with Microsoft s UC presence solution and how it integrates with MOC and SharePoint, I will not detail the solution here. As I noted previously, management really liked the presence solution. As a result, after the other parameters were tested the compelling part of the PoC for them became presence. While there is nothing Microsoft can do that Cisco cannot, Cisco has not been able to present their solution dance for management yet, and Microsoft s solution seems pretty neat. For those who might be following this column you may remember that I ve previously said the bells and whistles of IPT were unconvincing features for my management. The scope of the PoC consisted of the following components, in order of importance for me: Integration with Exchange Unified Messaging. Audio/Video Conferencing. PSTN Audio Conferencing Integration and Communicator Web Access. Instant messaging and presence. Resource scheduling integration with Outlook. Remote User Access. Mobile Device Access. Enterprise Voice Softphone, Communicator or Tanjay IP Phone. Reporting of Quality of Experience and Call Detail Records. On-premise web conferencing. Web conferencing with external users. VISIT ciptug.org FOR EVENTS AND NEWS NEAR YOU As I stated previously the consultants did a fine job of demonstrating each of the points as well as representing Microsoft. One of the PoC s major shortcomings, from my perspective, is SRST. Microsoft does not have as reasonable and inexpensive branch office solutions as Cisco, in my humble opinion. I have been talking with Microsoft extensively and they promised to address that and other shortcomings in the future, but my future plans need to address solutions I can test now. Cisco definitely has a much more mature solution and in my estimation is the superior one. Now I just need to convince management it is time for the Cisco song-and-dance. The good news for me going forward is that all of the bells and whistles are now on the table and I can include delivering those features in my plans and presentations to management. Of course now they want them yesterday! I ought to know to be more careful what I wish for. We welcome your comments, viewpoints and experiences. % Please contact us at THE ONLY Approved Supplier of Attendant Console Solutions For Cisco Call Marie-France today for information about s o l u t i o n s The Recommended Replacement For The End-Of-Life Cisco Attendant Console Cisco Tribune Q3 (514) Cisco RTP Campus, Durham, NC e: w: arcsolutions.com t: half page junior ad Arc Solutions.indd 1 04/06/ :31:09 POWER, PROTECT, ORGANIZE & CONTROL Metered Power Distribution Units UPS Systems SmartRack Enclosures Console KVM Switches Complete Your Cisco Network With Solutions from Tripp Lite For More Information: _A.indd 1 6/2/2010 3:20:31 PM
20 Corporate Directory Integration Emergency Notification Secure Voice Recording Advanced services for your phones offer you additional capabilities and increased productivity in your communications environment. Our solutions help you to comply with legal and regulatory obligations, enhance customer satisfaction and increases productivity. Services like voice recording, zone paging or corporate directory integration are easy to integrate within your communications network. Computer Telephony Integration is a major advantage to streamline communications processes and offers. Now you can control your communication not just by your computer but with any web browser on any device. By enhancing the concept of typical computer telephony integration you have a wide range of devices available for handling your communication wherever you are. Integrate our solution to increase your call center performance, improve your attendants communication and enhance productivity. Web Telephony Integration Mobile Business Services Attendant Console Voice Recording Zone Paging Attendant Console CTI Client Directory Integration Crisis Conferencing Provisioning Visit us at or call Looking for an Attendant Console? iq NetSolutions has been providing Consoles to Cisco customers since CallManager version 3.4. Our customers include financial institutions, manufacturing, contact centers, medical facilities, professional services, government agencies and others. Built-in Presence Engine Company-wide Busy Lamp Field Drag and drop call processing Remote Call Pick-up Centralized/Distributed Operators Emergency call notification Employee status notes Up to 600 Consoles per VistaPoint Server Works across multiple systems/clusters Concurrent Licensing (use where needed) For 30-Day Evaluation Contact Sales: x1315 or Visit our web site at: Cisco, Cisco Systems, and the Cisco Systems logo are registered trademarks and the Cisco Square Bridge logo is a trademark of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.