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