Cisco Unified CallConnector for Microsoft Dynamics CRM

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1 Cisco Unified CallConnector for Microsoft Dynamics CRM Cisco Unified Communications is a complete IP communications system of voice, video, data, and mobility products and applications. It brings together all your voice and data communication onto a single network, to help you serve customers better, be more productive, and keep costs under control. Cisco Unified Communications brings people together by enabling a new way of communicating where your business moves with you, network security is solid, and information is always available... whenever and wherever it is needed. Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, and network management products. Lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications complete the solution. Cisco Unified CallConnector for Microsoft Dynamics CRM (customer relationship management) lets you deliver customer information to the computer screen of any customer-facing employee the instant the customer calls. This free middleware application is part of the Cisco Unified Communications family. It integrates Cisco Unified Communications Manager Express (formerly known as Cisco Unified CallManager Express), Cisco Unified Communications Manager (formerly known as Cisco Unified CallManager), and Cisco Unified Contact Center Express with Microsoft Dynamics CRM 4.0. It empowers your employees with a complete view of customers, so they can deliver more informed, responsive service. Cisco Unified CallConnector for Microsoft Dynamics CRM Overview! Quick and easy integration with Microsoft Dynamics CRM 4.0.! Customer contact information displayed in Extensible Markup Language (XML) for any capable Cisco Unified IP Phones within the network The XML lookup service allows lookup of any Microsoft Dynamics CRM contact to view account information with the option to dial the contact. Every customer-facing employee, including non-contact center employees such as those in accounting or shipping, can view the latest customer information to better answer customer inquiries and increase customer satisfaction.! Productivity enhancement features for employees, such as screen pops, click-to-dial, and call tracking The call information collected by Cisco Unified CallConnector for Microsoft Dynamics CRM allows companies to make better business decisions based on actual call metrics pertaining to employees and customers. Figure 1 shows the user interface for Cisco Unified CallConnector for Microsoft Dynamics CRM. Figure 1. Cisco Unified CallConnector for Microsoft Dynamics CRM User Interface All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 2

2 Features Cisco Unified CallConnector for Microsoft Dynamics CRM includes numerous productivity enhancement features. The application collects metrics that facilitate intelligent business decisions and help users save time on every phone call. Table 1 lists the main features in Cisco Unified CallConnector for Microsoft Dynamics CRM 4.0. The Cisco Unified CallConnector for Microsoft Dynamics CRM 4.0 is also compatible with the hosted deployment model of Microsoft Dynamics CRM 4.0 whether hosted by a Microsoft CRM Dynamics Partner or hosted by the Microsoft Live service. Table 1. Feature Click-to-dial Screen pops Call tracking Cisco Unified CallConnector for Microsoft Dynamics CRM Features Description Allows clicking to dial from within a Microsoft Dynamics CRM contact record Provides screen pops of customer contact records or prepopulated phone call activity records Tracks and inserts call-related information automatically into phone call activity records, eliminating the need to manually enter call information Call duration tracking Associated customer service case pop Autodetect platform Cisco platforms supported Microsoft platforms supported Tracks the actual call duration and inserts the time into the Microsoft Dynamics CRM phone call activity record Associates a Microsoft Dynamics CRM customer service case with any incoming call or available contact Automatically detects integration for Cisco Unified Communications Manager Express or Cisco Unified Communications Manager Integrates with Cisco Communications Manager Express 4.0 and later, Cisco Unified Communications Manager 4.x, 5.x, and 6.x (including Business Edition), and Cisco Unified Contact Center Express 4.0 and later (Enhanced or Premium) versions. Integrates with Microsoft Small Business Server 2003, Microsoft Windows Server 2003, Windows 2000 Professional, and Windows XP Table 2 lists the supported deployment sizes for Cisco Unified CallConnector for Microsoft Dynamics CRM. Table 2. Cisco Unified CallConnector for Microsoft Dynamics CRM 4.0 Supported Deployment Size Cisco Platform Cisco Unified Communications Manager Express Cisco Unified Communications Manager Cisco Unified Contact Center Express Number of Supported Cisco Unified IP Phones Up to 240 IP phones Up to 250 IP phones Up to 250 IP phones Note: All Cisco Unified IP Phones require the purchase of a phone technology license, regardless of the call protocol being used. For More Information Including Download Instructions for Qualified Partners Please go to All Printed contents in USA are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. C Page 01/08 2 of 2

3 Cisco Unified CallConnector for Microsoft Windows Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more personal communications that directly affect both sales and profitability. It brings people together by enabling a new way of communicating--where your business moves with you, security is everywhere, and information is always available whenever and wherever it is needed. Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications. An integral part of the Cisco Unified Communications family of products, Cisco Unified CallConnector for Microsoft Windows is a desktop solution integrated with Cisco Unified Communications Manager Express (formerly known as Cisco Unified CallManager Express) that delivers easy-to-use call control, presence, and mobility features to end users, facilitating increased productivity and more effective communications. Cisco Unified CallConnector for Microsoft Windows uses toolbars within common applications such as Microsoft Outlook and Internet Explorer, providing transparent desktop integration and giving users new and easy ways to work smarter and faster. The Cisco Unified Communications family of voice, video, and IP communications products and applications helps organizations communicate more effectively--helping them streamline business processes, reach the right resource the first time, and reduce costs and maximize revenue. The Cisco Unified Communications System is an integral part of a complete, integrated business communications solution for organizations of all sizes that also includes network infrastructure, security, and network management products; wireless connectivity; a lifecycle services approach; and flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications. Figure 1 shows an example of Cisco Unified CallConnector for Microsoft Windows with the Internet Explorer toolbar showing a Contacts window, and Figure 2 shows a Quick Search Results window Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 7

4 Figure 1. Cisco Unified CallConnector for Microsoft Windows Toolbar and Contacts Window Figure 2. Quick Search Results Window 2009 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 2 of 7

5 Solution Overview Communications Made Easy Cisco Unified CallConnector for Microsoft Windows delivers a new way to handle the everyday task of communicating with others within the business or with customers and vendors. As a fully integrated communications management solution with presence (availability status of a current user), the application is easy to use and can offer greater productivity when used consistently. Cisco Unified CallConnector for Microsoft Windows is not just another application for the Windows PC; it is embedded within business applications such as Microsoft Outlook and Internet Explorer. Cisco Unified CallConnector for Microsoft Windows offers the following features: Provides simple-to-use toolbar within Microsoft Outlook and Internet Explorer for dialing numbers, controlling the call, and setting user availability and location status Brings together all user contacts (personal, corporate, and Outlook) for using Quick Dial or for starting a new or instant message to the contact Offers a Quick Search feature to find a contact quickly with display of all contact numbers and methods plus location and availability of fellow employees without leaving your current application Includes Quick Message, an instant messaging client for short communications with fellow employees Provides inbound call screen pop with Outlook contact name and clickable options to take the call, send to voic , or send a Quick Message Offers Quick Presence to conveniently display availability, location, and notes for contacts in directories and search results Offers Quick Dial from any application, including Webpages, by highlighting a number and selecting Quick Dial Cisco Unified CallConnector for Microsoft Windows, especially designed for the small and medium-sized business (SMB) or branch-office user, is supported by Cisco Unified Communications Manager Express 4.0 and later. Cisco Unified CallConnector Personal Cisco Unified CallConnector for Microsoft Windows is available in two configurations: Cisco Unified CallConnector Personal delivers call control features for the individual user using the Cisco Unified Communications Manager Express Telephony Application Programming Interface (TAPI) Telephony Service Provider (TSP). Cisco Unified CallConnector Server requires a Windows PC hosting the server application installed at each site giving users call control plus presence, instant messaging services, and rules-based automation based on a Session Initiation Protocol (SIP) client-server architecture. Cisco Unified CallConnector Personal is installed and configured on each Windows workstation associated with a Cisco Unified IP phone. Cisco Unified CallConnector Personal delivers all the call control features listed in Table 1 and is supported by any PC running Microsoft Windows XP or Windows Vista Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 3 of 7

6 Table 1. Features of Cisco Unified CallConnector Personal Cisco Unified CallConnector Personal Feature Description Benefit Call control toolbars within Microsoft Outlook and Internet Explorer Toolbars offer easy access to features without the need for any additional desktop applications. They can be used within Outlook or Internet Explorer. The toolbars provide easy-to-use features such as the capability to find contacts, implement phone features, and streamline communications for the user. Cisco Unified CallConnector Contacts Within Outlook and Internet Explorer, the solution brings together all personal, corporate, and Outlook contacts. Finding contacts from within two commonly used applications is easy. Quick Dial from any contact Use easy click-to-dial or click-to-send on any contact with option to show all numbers (work, cell, and home) and send addresses ( , instant message [IM], and Short Message Service [SMS]) associated with the contact. Quick Dial saves time; calls or startup of other communication sessions ( or IM session) are placed in a few seconds without manual number or address entry. Quick Transfer, Hold, or Conference Quick Search through contacts Speed dial Easily transfer, hold, or set up conferences using context menus within Outlook or Explorer. Use the Pause or Break key on your PC to quickly find a contact and then quickly dial a number or send . The solution offers an option to create iconbased speed dialing for frequently called numbers. Transferring or setting up conference calls is easy using a PC mouse. It is easy to search through all contacts without opening new applications or switching pages. Common numbers are easy to find and dial quickly. New Call popup window with Outlook Caller ID Lookup Incoming calls will generate a screen pop with the caller s name lookup from Outlook contacts. The solution offers a clickable option to answer or send the call to voic . Always know who is calling. The solution also provides an option to answer the call or ignore it and send it to voic . Quick Dial from any application Cisco Unified CallConnector Call Logs Highlight a phone number in any application such as Microsoft Word, PowerPoint, , or a Webpage and then double-click the phone icon to place a call. Missed, received, and dialed calls are stored on your PC in addition to your IP phone. You can use Quick Dial to return calls missed while out of the office. Placing a call is quick and easy; you do not have to read the number and manually dial, saving time and improving productivity. You save time returning calls missed while away from the office. You can use the history log of calls received and placed for billing. Cisco Unified CallConnector Server The Cisco Unified CallConnector Server application delivers the features described previously with the added benefit of presence and instant messaging. Cisco Unified CallConnector Server provides information about colleagues locations, availability, and phone status using the same Cisco Unified CallConnector toolbars from within Outlook and Internet Explorer. Using simple icons and colors to show location and availability, users can reach colleagues quickly the first time and reduce phone tag, increasing productivity. Table 2 lists the additional features available with Cisco Unified CallConnector Server that can be installed on a Windows XP Professional system or Windows 2003 Server per site. Table 2. Features of Cisco Unified CallConnector Personal Cisco Unified CallConnector Server Feature Dynamic presence information Location (user selectable) Availability (user selectable) Description The solution offers a real-time display of a user s location, availability, and IP phone status, plus an optional custom message. Users can show their location by icon (work, home, travel, or vacation), or they can create a custom message to be displayed to other users. Users can show their status by color: Available, Busy, Away, or Other. Benefit The number of missed phone calls is reduced, and employees get information about who is in the office or on the road. Others (including operator) can see who is in the office, out to lunch, or away on travel. Fellow employees can know who is available to receive calls or instant messages Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 4 of 7

7 Dynamic IP phone status All phones connected to the Cisco Unified Communications Manager Express system have status automatically updated for others to see. The number of missed phone calls is reduced, increasing efficiency. Quick Message Quick Search with presence information User-customizable automation rules Capability for operator or administrator to change location or availability of others Easy installation without configuring TAPI TSP at each workstation Simple instant messaging for the small office is launched through Cisco Unified CallConnector Contacts Quick Dial. The solution includes an option to launch other instant messaging clients installed on the PC. The Quick Search Results bar shows the location, availability, and phone status of colleagues in addition to showing contact numbers. Users can set rules for basic call handling and notification though or SMS when calls are received. Authorized users can change the presence information shown to others. Users receive an invitation with a clickable link for easy installation from the server. An easy-to-use instant messaging client provides productivity gains between employees. An alternative to using external public instant messaging clients eases security concerns. Quickly find phone numbers for colleagues plus presence information, so you know whether the person you are calling is available before you call. Users can send notification to a pager, cellular phone, or smart phone about important calls missed while away from the office. Users have up-to-date information, improving communications. Users can install the solution themselves, reducing installation costs. Cisco Unified CallConnector brings together easy-to-use call control, presence, instant messaging, directories, and call routing rules to simplify the communication experience, helping work teams and colleagues share information faster and communicate in real time. Cisco Unified CallConnector Mobility The Cisco Unified CallConnector Mobility upgrade provides Single Number Reach (SNR) functions that are fully integrated with the presence features of Cisco Unified CallConnector for Windows, thereby enabling you to set up SNR rules that fit your unique needs for where and under what presence conditions you want calls to be forwarded. With the Cisco Unified CallConnector Mobility upgrade, even when away from the office, you can: Receive important business calls that are routed through your office Cisco Communications Manager Express Define rules to select which calls should be routed and where to reach you--home, cell, or other Access any unconnected calls, because they are returned to your voice mailbox Perform mid-call functions, when connected through the SNR rules, including transfer or conference, to other users on the same Cisco Communications Manager Express system Cisco Unified CallConnector Mobility is an optional upgrade to Cisco Unified CallConnector for Windows. Cisco Unified CallConnector Mobility must be installed along with Cisco Unified CallConnector Server on a customer-provided PC or Cisco Media Convergence Server running Windows XP or 2003 Server Software Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 5 of 7

8 Reduce Communication Delays with Colleagues and Decision Makers Cisco Unified CallConnector provides the status of co-workers before you try to contact them. In a manner similar to that for popular instant messaging status indicators, you can set your status from the Cisco Unified CallConnector toolbar. This status information is updated automatically to all users from the Cisco Unified CallConnector Server and can be viewed from the toolbars in Internet Explorer, Outlook, or the Quick Search Results window. By seeing who is online, offline, available, or busy or by viewing a custom message such as on vacation or in a meeting, you know why someone is unavailable. Knowing whether contacts are available helps reduce communication delays between workers, thereby allowing faster decision making and enhanced productivity. System Requirements Table 3 lists the computer requirements for Cisco Unified CallConnector Personal, and Table 4 lists the computer requirements for the Cisco Unified CallConnector Server application. Table 3. Parameter Disk space Hardware Memory Software Cisco Unified CallConnector Personal Client Requirements Description 60 MB free hard drive space for clients Reserve additional 50 MB for upgrades 1.8-GHz or faster Pentium 4 or compatible processor for workstation 512-MB RAM Microsoft Windows XP Professional (Service Pack 2 or later) Windows Vista Applications Microsoft Outlook 2003 or 2007 Microsoft Internet Explorer 6.0 with Service Pack 2 Microsoft Internet Explorer 7.0 Table 4. Parameter Hardware Memory Cisco Unified CallConnector Server and Mobility PC Requirements Description Small sites up to 25 users; dedicated 1.8-GHz or faster Pentium 4 or compatible processor Sites with 25 to 75 users; dedicated dual-core 3 GHz or faster Larger sites with 75 to 250 users; dedicated quad-core 3 GHz or faster Small sites up to 25 users; 2-GB system memory Sites with 25 to 75 users; 4-GB system memory Large sites with 75 to 250 users; 8-GB system memory recommended Operating system Disk space Small sites up to 25 users; Microsoft Windows XP Professional (Service Pack 2 or later) Large sites with 25 to 250 users; Windows 2003 Server Small sites up to 25 users; 500-MB available disk space Sites with 25 to 75 users; 1 GB available disk space Large sites with 75 to 250 users; 2 GB available disk space Applications Microsoft Internet Explorer 6.0 with Service Pack 2 or Internet Explorer 7.0 Table 5. CME Version CME 4.1 CME 4.2 CME 7.0 Cisco Unified Communications Express Compatibility Requirements IOS Version IOS Version 12.4 (15)T7 IOS Version 12.4 (11) XW9 (for use with UC500) IOS Version 12.4(20) T Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 6 of 7

9 Ordering Information To place an order, contact your local Cisco representative, visit the Ordering Home Page on the Cisco Website, or refer to Table 5. Table 6. Ordering Information Product Name Cisco Unified CallConnector for Microsoft Windows (Qty 1 per customer/order) Cisco Unified CallConnector Personal License (Qty 1 per desktop user) Cisco Unified CallConnector Server (Qty 1 for optional Server Features) Cisco Unified CallConnector Mobility (Qty 1 for optional upgrade per UCC Server) Part Number SW-UCC-CME SW-UCC-CLIENT-1 SW-UCC-SERVER SW-UCC-MOBILITY For More Information For more information about the Cisco Unified CallConnector for Microsoft Windows, visit: If you have questions, send to Cisco Unified Communications Services and Support Using the Cisco Lifecycle Services approach, Cisco and its partners offer a broad portfolio of endto-end services to support the Cisco Unified Communications System. These services are based on proven methodologies for deploying, operating, and optimizing IP communications solutions. Initial planning and design services, for example, can help you meet aggressive deployment schedules and minimize network disruption during implementation. Operate services reduce the risk of communications downtime with expert technical support, and optimize services enhance solution performance for operational excellence. Cisco and its partners offer a system-level service and support approach that can help you create and maintain a resilient, converged network that meets your business needs. Printed in USA C / Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 7 of 7

10 Cisco Unified CallConnector for Salesforce.com An integral part of the Cisco Unified Communications family of products, Cisco Unified CallConnector for Salesforce.com is a desktop solution that integrates Cisco Unified Communications Manager Express and Cisco Unified Communications Manager with Salesforce.com. (Previous versions of Cisco Unified Communications Manager were known as Cisco Unified CallManager.) The connector offers easy-to-use call control and productivity features that help increase productivity and improve customer service and business intelligence. The GUI interface for Cisco Unified CallConnector for Salesforce.com is embedded into the Salesforce.com interface, providing transparent desktop integration and giving users new and easy ways to work smarter and faster. The Cisco Unified Communications family of voice, video, and IP communications products and applications helps organizations communicate more effectively enabling them to streamline business processes, reach the right resource the first time, and reduce costs and maximize revenue. The Cisco Unified Communications system is an integral part of a complete, integrated business communications solution for organizations of all sizes. The solution also includes network infrastructure, security, and network management products; wireless connectivity; a lifecycle services approach; and flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications. Figure 1 shows an example of the interface for Cisco Unified CallConnector for Salesforce.com. Figure 2 shows Cisco Unified CallConnector for Salesforce.com embedded into the Salesforce.com application. Figure 1. Interface for Cisco Unified CallConnector for Salesforce.com All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 4

11 Figure 2. Salesforce.com Interface with Cisco Unified CallConnector for Salesforce.com Embedded Solution Overview Communications Made Easy Cisco Unified CallConnector for Salesforce.com delivers a new way to handle the everyday task of communicating with customers and vendors. As a fully integrated unified communications and customer relationship management (CRM) solution, the connector is easy to use and can increase productivity when used consistently. Cisco Unified CallConnector for Salesforce.com offers the following features: Screen pops of customer information for inbound and outbound calls, based on caller ID Information tracking related to inbound and outbound calls, with the information inserted automatically into the Salesforce.com application call history Integrated call control buttons, giving users the ability to control their IP phone from the PC Ability to click to dial from any contact or phone number within Salesforce.com Easy installation and maintenance; no on-premise dedicated server required Cisco Unified CallConnector for Salesforce.com, especially designed for the small and mediumsized business (SMB), branch office, or mobile user, is supported by Cisco Unified Communications Manager Express 4.0 or higher and Cisco Unified Communications Manager 4.x or higher. All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 2 of 4

12 Table 1 lists the features of Cisco Unified CallConnector for Salesforce.com. Table 1. Features of Cisco Unified CallConnector for Salesforce.com Cisco Unified CallConnector Feature Description Benefit Screen pop of customer record Call tracking Calls uniquely matching a customer record are automatically presented to the user Call-related information is automatically tracked and inserted into the Salesforce.com call history record Automatic lookup saves the user time on every phone call by automatically retrieving the associated customer record Fewer errors; increased productivity and operational efficiency Click to dial from any contact Phone numbers are click-to-dial links, causing the phone to automatically dial the destination phone number Saves time; calls are placed in a few seconds without manual number entry Embedded call control buttons Manual match Best match Easily control the phone features (that is, hold, transfer, conference) from the connector GUI interface Manually match the active call to an existing record when caller ID doesn t match a customer record When caller ID matches more than one record, the user can select the best match after identifying the caller verbally Easily transfer or set up conference calls using a PC mouse Customer calls coming from a number not associated with their record are tracked, increasing the information about all customer phone calls Customer or vendor calls that appear as a generic number are tracked when there are multiple contacts with the same caller ID System Requirements Table 2 lists the computer requirements of Cisco Unified CallConnector for Salesforce.com. Table 2. Parameter Disk space Hardware Computer Requirements of Cisco Unified CallConnector for Salesforce.com Description 40 MB free hard drive space for clients 1.8 GHz or faster Pentium 4 or compatible processor for workstation Dedicated 1.8 GHz or faster Pentium 4 or compatible processor for server Software and Hardware Requirements: Cisco Unified IP Phones + Cisco Unified Communications Manager, Unified Communications Manager Express or Unified Contact Center Express Premium An active Salesforce.com account (Enterprise, Professional or Unlimited Edition) Microsoft Windows XP Professional (Service Pack 2 or later) for workstation Application integration: Cisco IOS Telephony Service Provider or Cisco Telephony Application Programming Interface (TAPI) client Cisco Unified Communications Compatibility Cisco Unified Communications Manager Express 4.0 or higher Cisco Unified Communications Manager 4.x or higher All Cisco Unified IP Phones supported by Cisco Unified Communications Manager Express and Cisco Unified Communications Manager Table 3 lists the recommended deployment sizes for Cisco Unified CallConnector for Salesforce.com. Table 3. Description Recommended Deployment Sizes for Cisco Unified CallConnector for Salesforce.com Deployment Size Cisco Unified Communications Manager Express Cisco Unified Communications Manager Up to 240 (TAPI) users (using a Cisco 3845 Integrated Services Router) Up to 1000 (TAPI) users (using a Cisco 7825 Media Convergence Server or higher) All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 3 of 4

13 Cisco Unified Communications Services and Support Using the Cisco Lifecycle Services approach, Cisco and its partners offer a broad portfolio of endto-end services to support the Cisco Unified Communications system. These services are based on proven methodologies for deploying, operating, and optimizing IP communications solutions. Initial planning and design services, for example, can help you meet aggressive deployment schedules and minimize network disruption during implementation. Operating services reduce the risk of communications downtime with expert technical support, and optimization services enhance solution performance for operating excellence. Cisco and its partners offer a system-level service and support approach that can help you create and maintain a resilient, converged network that meets your business needs. For More Information For more information about Cisco Unified CallConnector for Salesforce.com, visit If you have questions, send to Printed in USA C /08 All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 4 of 4

14 Cisco Unified CallConnector Mobility Cisco Unified CallConnector Mobility delivers business calls to workers on a phone of their choice at their current location. An optional part of the Cisco Unified CallConnector line of products, Cisco Unified CallConnector Mobility is an add-on server application that integrates with Cisco Unified Communications Manager Express to monitor incoming business calls and then route or bridge them based on user-specified call-handling rules. Whether at home or from remote locations, workers can place or receive calls through the Cisco Unified Communications Manager Express and take advantage of their business s unified communications infrastructure (Figure 1). Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure, more personal communications that directly affect both sales and profitability. It brings people together by enabling a new way of communicating where your business moves with you, security is everywhere, and information is always available whenever and wherever it is needed. Cisco Unified Communications is part of an integrated solution that includes network infrastructure, security, mobility, network management products, lifecycle services, flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications. Figure 1. Cisco Unified CallConnector Rules Interface Allows Workers to Set Up Automation Rules to Deliver Their Business Calls Based on Their Availability and Location QuickTime and a decompressor are needed to see this picture. All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 1 of 5

15 Solution Overview Cisco Unified CallConnector Mobility, an add-on application to the Cisco Unified CallConnector for Microsoft Office, monitors users presence status (availability and location) and calls placed to their Cisco Unified IP phone. Users can associate rules with their presence status and location to route selected callers to a specified number, such as a cell phone. As an option, calls can be bridged to both an IP phone and a remote phone. When a call is bridged, it appears at both the user s IP phone and the other phone, allowing the user to take the call at either device. Calls routed to a remote phone are announced to the user, who can either accept the call or send the caller to voic . The following sections discuss the features offered by the Cisco Unified CallConnector Mobility solution. Single Number Reach Cisco Unified Communications Manager Express users can now give their business contacts a single phone number and be immediately connected to their business calls at the most convenient and available telephone. Callers can be routed to a home phone if workers are tele-working or to a mobile phone when they are in transit or at another accessible phone. With the Cisco Unified CallConnector Mobility solution, workers can provide more responsive service to customers without having to distribute multiple and private mobile phone numbers. Single Voic Box If users are unreachable at their specified business number, Cisco Unified CallConnector Mobility forwards the call to voic , using Cisco Unity Express or the Cisco Unity system. When calls are routed, a Short Message Service (text message) or can automatically notify the user of the missed call. The single voice mailbox allows the user to easily manage all business voice messages, saving time and money. User-Customizable Rules for Routing The Cisco Unified CallConnector Mobility solution is fully integrated with the Cisco Unified CallConnector toolbars to allow users to set up rules based on availability and location to specify the reach numbers and routing for business calls. Rules can be easily changed from business applications such as Microsoft Internet Explorer and Microsoft Outlook. The Cisco Unified CallConnector Mobility solution combines the power of single number reach (SNR) with usersettable routing rules to provide a flexible and user-controlled solution for mobile workers. Integration with Presence Call-handling automation rules can be based on the user s presence status, and call-routing rules are triggered automatically when the status changes. The Cisco Unified CallConnector for Microsoft Office allows users to change both availability (available, busy, away, and unavailable) and location (work, home, traveling). As users change their location, the Cisco Unified CallConnector Mobility application will route calls to different telephone destinations. For example if the user is at home and available, business calls will be routed to a user s home number, and when the number is busy calls are sent to voic with notification to the user. All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 2 of 5

16 Reach at Any Phone Users can specify any telephone number as their SNR telephone their Cisco Unified IP phone, home phone, their mobile phone, or the telephone at their current location. Users can specify the different reach numbers for their different presence locations settings. Validated Delivery The Cisco Unified CallConnector Mobility solution verifies a user at the reach number using a password to ensure that business calls are delivered only to that user. Users can set their own access passwords. Device Switching Without Interrupting Calls With Cisco Unified CallConnector Mobility, SNR calls can be bridged on the IP phone to allow mobile workers to continue calls after they arrive at the office and take advantage of speakerphone or other IP phone services. Calls can be continued at either device without interruption, and users can use the best available IP phone or mobile device. Benefits to the Small Business The Cisco Unified CallConnector Mobility service works to keep mobile workers connected with their customers and fellow employees to minimize missed calls when away from the office. The solution directs inbound business calls to their main IP phone number, allowing users to answer their calls on the desk phone, mobile phone, or any phone. When they answer a call, users can switch the caller between their desk IP phone and mobile phone without losing the connection, allowing users to save time handling incoming calls and callers to reach their contact on the first try. Table 1 lists the features and benefits of Cisco Unified CallConnector Mobility solution. Table 1. Benefits of Cisco Unified CallConnector Mobility Cisco Unified CallConnector Mobility Feature Simultaneous ringing Bridged calls Routed calls Validated user Single voice mailbox User-customizable automation rules Integration with presence and location Switching between telephone devices Description The incoming call rings on the Cisco Unified IP phone and the user-specified number. The incoming call is available on both the Cisco Unified IP phone and the remote telephone. In routed single number calls, the incoming call is transferred to the remote telephone. Users need to enter a password before the call is delivered to the remote telephone. If the user is not available, the call is routed to the business voice mailbox. Users can set rules for SNR call handling. This feature allows the automation rules to be triggered based on the current user availability and location. Calls can be switched from a mobile phone to a Cisco Unified IP phone, and conversely. Benefit The call rings at both the Cisco Unified IP phone and the mobile phone. The user can pick up the call at either device. Bridged calls allow users to walk into the office and switch a call from their mobile phone to their Cisco Unified IP phone. Users never miss important calls, and customers are connected instead of going to voic . Business calls are always delivered to the user. If someone else answers, the call is sent to voic . Users need to manage only one voice mailbox for their business calls with less time required to check multiple voic systems. Users set up their own rules for filtering and routing calls to their reach number. They can set different reach numbers based on their availability. As users availability and location change, their calls can follow them to the most appropriate telephone device. Users can take advantage of the reliability of the wired office phone or the convenience of the mobile phone. All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 3 of 5

17 Privacy for bridged calls When the call is bridged, it cannot be picked up from the associated Cisco Unified IP phone. Access to the call from the desktop is allowed as soon as the remote connection becomes active, preventing the possibility of an unauthorized person listening in on that call. System Requirements Table 2 lists the computer requirements of Cisco Unified CallConnector Mobility. Table 2. Parameter Disk space Hardware Memory Software Computer Requirements of Cisco Unified CallConnector Mobility Description 100 MB free hard drive space for server; Reserve additional 50 MB for upgrades Dedicated 2.8-GHz or faster Pentium 4 or compatible processing for server 2 GB RAM recommended for server application Cisco Unified CallConnector Server application on Windows 2003 Server Cisco Unified Communications Compatability Requirements The Cisco Unified CallConnector application is supported with Cisco Unified Communications Manager Express 4.0 and higher including its supported Cisco Unified IP phones: Cisco Unified CallConnector Server Ordering Information To place an order, contact your local Cisco representative, visit the ordering home page on the Cisco Website, or refer to Table 3. Table 3. Ordering Information Product Name Cisco Unified CallConnector Mobility Part Number SW-UCC-MOBILITY Cisco Unified Communications Services and Support Using the Cisco Lifecycle Services approach, Cisco and its partners offer a broad portfolio of endto-end services to support the Cisco Unified Communications system. These services are based on proven methodologies for deploying, operating, and optimizing IP communications solutions. Initial planning and design services, for example, can help you meet aggressive deployment schedules and minimize network disruption during implementation. Operate services reduce the risk of communications downtime with expert technical support, and optimize services enhance solution performance for operational excellence. Cisco and its partners offer a system-level service and support approach that can help you create and maintain a resilient, converged network that meets your business needs. For More Information For more information about the Cisco Unified CallConnector Mobility, visit If you have questions, send to All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 4 of 5

18 Printed in USA C /07 All contents are Copyright Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Page 5 of 5

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