Cisco Unified Communications System

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1 Q&A Cisco Unified Communications System The Cisco Unified Communications system of voice and video communications products and applications helps organizations of all sizes communicate more effectively and impact the top and bottom line. This document addresses questions regarding the Cisco Unified Communications family of products, as well as pricing, software subscription, service and support, channel, and leasing and financing opportunities, which together form the Cisco Business Communications Solution. GENERAL UNIFIED COMMUNICATIONS QUESTIONS What is the Cisco Unified Communications system? The Cisco Unified Communications system of voice and video communications products and applications helps organizations communicate more effectively helping them streamline business processes, reach the right resource the first time, and impact the top and bottom line. The Cisco Unified Communications portfolio is an important part of the Cisco Business Communications Solution an integrated solution for organizations of all sizes that also includes network infrastructure, security, and network management products, wireless connectivity, and a lifecycle services approach, along with flexible deployment and outsourced management options, end-user and partner financing packages, and third-party communications applications. How does the Cisco Unified Communications system enable more effective communications? The Cisco Unified Communications system is more than a collection of independent products. It provides structure and intelligence that helps organizations integrate their communications more closely with business processes, and ensure that information reaches recipients quickly through the most appropriate medium. Your organization can collaborate in real time using advanced applications such as videoconferencing; integrated voice- and Web-conferencing; mobile IP soft phones; voic ; and more from an integrated, easy-to-use interface. The solution saves time and helps control costs, while improving productivity and competitiveness. In a 2005 Sage Research study, 86 percent of companies using unified communications reported that productivity benefits have grown. More than 60 percent reported savings of three or more hours per week for each mobile worker. Such studies confirm that migrating to a unified communications system provides a substantial return on investment (ROI) and a reduced total cost of ownership (TCO). What types of organizations can take advantage of the Cisco Unified Communications family of products? Cisco Unified Communications is applicable for customers who need to engage in effective communications with their employees, their partners, and their customers. The system spans the commercial and enterprise market segments, from small, single-site customers through large, geographically distributed enterprises. Customers can choose the products that meet their needs from within the full suite of products. What new product introductions are included in this announcement? New capabilities are being introduced that span IP Communications, from new releases of call-processing software highlighting support for line-side Session Initiation Protocol (SIP) support through rich-media applications, including new presence-based applications. Following is a list of many of the products included in this announcement: Cisco Unified CallManager 5.0 Cisco Unified CallManager Express 3.4 and 4.0 (formerly Cisco CallManager Express) Cisco Unified Survivable Remote Site Telephony 3.4 and 4.0 (formerly Cisco SRST) Support for dual-mode phones with Nokia All contents are Copyright Cisco Systems, Inc. All rights reserved. Important Notices and Privacy Statement. Page 1 of 7

2 New Cisco Unified IP phones (formerly Cisco IP phones), including the Cisco Unified IP Phone 7911G, 7941G-GE, and 7961G-GE models Advanced SIP support for Cisco Unified IP Phone 7911G, 7941G, 7941G-GE, 7961G, 7961G-GE, 7970G, and 7971G-GE models Cisco Unified Personal Communicator Cisco Unified Presence Server Cisco Unified Customer Interaction Analyzer Microsoft Office Communicator interoperability with Cisco Unified CallManager 5.0 Cisco Unified CRM Connector 3.0 Cisco RSVP Agent on Cisco Unified CallManager 5.0 Cisco IOS Software voice gateways with SIP Cisco Communications Media Module Additional products include: Cisco Unity Express 2.3 Cisco Unified Contact Center Enterprise 7.1 (formerly Cisco IPCC Enterprise Edition) Cisco Unified Contact Center Hosted 7.1 (formerly Cisco IPCC Hosted Edition) Cisco Unified Contact Center Express 4.5 (formerly Cisco IPCC Express) Cisco Unified Intelligent Contact Management Enterprise 7.1 (formerly Cisco ICM Enterprise Edition) Cisco Unified Intelligent Contact Management Hosted 7.1 (formerly Cisco ICM Hosted Edition) Cisco Unified IP Interactive Voice Response Cisco Unity 4.2 Cisco Unity Connection 1.1 Cisco Unified CallManager Assistant (formerly Cisco IP Manager Assistant) Cisco Unified MeetingPlace Express (formerly Cisco MeetingPlace Express) Cisco Unified Video Advantage 2.0 (formerly Cisco VT Advantage) Cisco IP Communicator 2.0 Cisco MobilityManager Cisco Emergency Responder 1.3 Cisco Multiservice IP-to-IP Gateway Cisco Unified Wireless IP Phone 7920 Version 3.0 Cisco Unified Wireless IP Phone 7920 Multi-Charger Cisco Unified Service Monitor 1.1 (formerly CiscoWorks IP Communications Service Monitor) Cisco Unified Operations Manager 1.1 (formerly CiscoWorks IP Communications Operations Manager) Cisco VG 224 Analog Voice Gateway What is new for small and medium-sized businesses? Small- and medium-sized customers can take advantage of the Cisco Unified Communications family of products especially Version 4.0 of Cisco Unified CallManager Express, which features new support for Cisco IP Communicator and Cisco Unified Video Advantage for video telephony; Version 2.3 of Cisco Unity Express, which features the new VoiceView Express feature, increased scalability up to 250 mailboxes, and integrated messaging for more effective communications; integration with Microsoft CRM Version 3.0 for better customer service; and new stationside, standards-based SIP support for Cisco Unified IP phones, as well as support for Nokia dual-mode Skinny Client Control Protocol (SCCP) phones for deployment flexibility. Page 2 of 8

3 What is new for medium- to large-sized businesses? Medium- to large-sized businesses can take advantage of the Cisco Unified Communications family of products, especially the new appliance version of Cisco Unified CallManager Version 5.0 for easy call-processing deployment and management; Cisco Unified Presence Server and Cisco Unified Personal Communicator for more effective communications; and new station-side, standards-based SIP support for Cisco Unified IP phones, as well as support for dual-mode phones for added deployment flexibility and increased mobility. What is it about the products in the Cisco Unified Communications family that make them a system? The Cisco Unified Communications system provides the means to flexibly and productively manage communications in a multidevice, mobile, and distributed environment. This suite of products and applications helps to speed access and improve communication, integrating intelligent services in the network to reach the right users and devices, and dramatically improving collaboration, thereby allowing organizations to streamline business processes and enhance profitability. Partnered with simplified pricing and packaging, valuable financing options, services and support, and partner tools and programs, the Cisco Business Communications Solution provides effective communications for businesses of all sizes. PRODUCT PACKAGING What changes have been made to packaging? Cisco Unified Communications system bundles were created to offer a flexible, per-seat pricing option, giving you a pay-as-you-go model, which can reduce the initial investment in deploying IP Communications solutions. It is an option in addition to current Cisco pricing and configuration models. The bundles are packaged and priced to encourage purchase of entire Cisco Unified Communications systems instead of purchasing individual point products. What products are included in the Cisco Unified Communications bundles? The products included in the Cisco Unified Communications bundles include Cisco Unified CallManager 5.0, Cisco Unity Connection, Cisco Unified MeetingPlace Express, and Cisco Unified Contact Center Express Premium, which are targeted at midmarket and enterprise customers with 50 to 1500 lines. Are services packages included in this bundling philosophy? Yes, there is increased synergy between Cisco services and product offerings. Both hardware and software products are covered under a single service contract. If you buy a solution on a per-seat basis, then Cisco Essential Operate Services will be sold on a per-seat basis. If you buy a solution through the traditional or existing model, then Cisco Essential Operate Services will be sold by the traditional or existing model. SOFTWARE SUBSCRIPTION What is the Cisco Unified Communications Software Subscription program? The Cisco Unified Communications Software Subscription program offers an opportunity for you to subscribe to Cisco Unified Communications systems that include major software upgrades over a defined period of time. Subscribing to the program allows you to keep your communications solutions current with the latest features and services while you plan your communications expenses. The Cisco Unified Communications Software Subscription covers major software releases, for example from Release 5.0 to Release 6.0, for all base and previously purchased optional features and services. If the new major release introduces new optional features and services, they are not covered by the Cisco Unified Communications Software Subscription program and must be purchased independently. When you purchase a new optional feature, any future enhancements to the option purchased are covered under the program. You can order the Cisco Unified Communications Software Subscription program within 30 days of the initial communications equipment purchase or within 30 days of an upgrade to a new major software release. The Cisco Unified Communications Software Subscription program will be available for 2- or 3-year terms. Page 3 of 8

4 What products are included in the Cisco Unified Communications Software Subscription program? This program includes Cisco Unified Communications software solutions. Initial products planned for inclusion in the program include: Cisco Unified CallManager Releases 4.0 and higher, Cisco Unity Unified Messaging, Cisco Unity Connection, the Cisco Unified MeetingPlace conferencing solution, Cisco Unified MeetingPlace Express, Cisco Unified Contact Center Enterprise, and Cisco Unified Contact Center Express. Announcements will be made as other products are included in the program. When will it be available? The Cisco Unified Communications Software Subscription program will be orderable starting May How will it be packaged and priced? This program can be ordered within 30 days of the time of initial product purchase or within 30 days after upgrading to a major release. The Cisco Unified Communications Software Subscription program has two components: a base price and a per-user price. There are pricing incentives to subscribe to the subscription program for periods of 2 or 3 years. What services are required in conjunction with this program? Customers are required to purchase Cisco Essential Operate Services as part of the Cisco Unified Communications Software Subscription program. Is the Cisco Unified Communications Software Subscription tied to a specific release of software? No, it is time-based. Customers who purchase it are eligible to all major releases that become available during their 2- or 3-year subscription period. Does it include everything a customer requires for a major software upgrade? The Cisco Unified Communications Software Subscription does not include any hardware. Occasionally some hardware is associated with an upgrade (such as additional RAM memory). Also, if new optional software components are introduced with a major release, it does not include the optional features; those features would have to be purchased separately. Can I simply continue to purchase Software Application Support plus Upgrades (SASU)? There will be an overlap period when either can be purchased, but over time SASU will no longer be offered for these products and the Cisco Unified Communications Software Subscription will be the only way to prepurchase software subscription or upgrades for Cisco Unified Communications products. SERVICE AND SUPPORT What services are available to manage and support Cisco Unified Communications? Cisco and its partners offer a comprehensive set of planning and design services to help ensure a smooth migration to Cisco Unified Communications. Cisco and its Cisco IP Communications specialized partners offer service solutions to help customers with managing and supporting a converged network, including the following: (New) Cisco Essential Operate Service is a system-level maintenance and technical support solution for Cisco Unified Communications. (New) Cisco Select Operate Service includes the Cisco Essential Operate Service deliverables plus application monitoring and reporting (United States and Canada only). Cisco SMB Support Assistant Service is a technical support and parts replacement solution for Cisco Unified CallManager Express and Cisco Unity Express products that are not covered by Cisco Essential Operate Services. Cisco Remote Operations Service is a proactive, system-level remote management service designed for customers seeking a day-to-day management solution of Cisco Unified Communications (United States only). Page 4 of 8

5 After I successfully implement Cisco Unified Communications, how do I continuously improve and extend my system or capabilities? Cisco offers Cisco Unified Communications Optimization Support services for large customers looking to get the most out of their Cisco Unified Communications deployments. Cisco Unified Communications Optimization Support helps continuously improve the performance of your Cisco Unified Communications system by focusing on critical factors such as the continuous enhancement of the network design to meet the changing needs of your business, helping your organization define a software release strategy to maximize the effect of software upgrades as well as feature and function changes while minimizing the risk to the current solution, and finally ongoing performance tuning to improve the overall performance of your Cisco Unified Communications system. When Cisco Unified Communications Essential Operate Services are available, will Cisco SMARTnet support, SAS, and SASU also remain as service options? The Cisco Unified Communications Essential Operate Services are the new generation of services for the Cisco Unified Communications portfolio. Cisco will release end-of-sale announcements for Cisco SMARTnet support, SAS, and SASU on the products for which Cisco will now offer Cisco Unified Communications Essential Operate Services. FINANCING AND LEASING What financing programs are available to help customers adopt Cisco Unified Communications? Cisco Systems Capital Corporation custom tailors leasing and financing packages for the full range of Cisco products and services. Financing solutions can include hardware, software, and soft costs such as services, installation, training, and maintenance not typically covered by other types of financing. At the same time, Cisco Systems Capital Corporation leases accommodate add-ons, upgrades, and trade-ins as an organization s technology needs evolve. Cisco Systems Capital Corporation has developed a Business Communications Lease solution to meet the needs of Cisco Unified Communications customers. Through this program Cisco offers two financing products: Fair Market Value (FMV) Lease This program delivers aggressive residuals on terms of up to 60 months. At the end of the lease term a customer may return the equipment, purchase the equipment at its then FMV, or extend the lease. One-Dollar Purchase Lease This program offers flexible lease terms from 12 to 60 months, with the option to purchase the equipment at lease end for $1. What financing offers are available to help customers adopt Cisco Unified Communications systems? Cisco Business Communications Lease Solutions are structured to deliver flexible financing options to help customers in the adoption of the Cisco Unified Communications system. Cisco financing offers enhance the company s flexibility and embed competitive rates. To help in the adoption of Cisco Unified Communications, Cisco Systems Capital Corporation offers options: Cisco Unified Communications Payment Deferral This offer helps customers offset payments with numerous deferral periods of up to 6 months when purchasing qualified new Cisco Unified Communications systems through Cisco Systems Capital Lease. Cisco Unified Communications Technology Migration This offer helps Cisco enterprise customers incorporate favorable terms and conditions into a lease today, making it less expensive for them to migrate to new Cisco Unified Communications technology in the future. Bundled Services Financing Services financing offerings are available to end users purchasing eligible company-provided services. Special limited time promotions may be available to help customers finance their services for as low as zero percent. Although these offers are available globally, special pricing may be available only in some markets, and program structure may vary by market segment around the world. Contact your local Cisco Systems Capital leasing manager for details. Also, all terms and offerings are subject to credit approval by Cisco Systems Capital Corporation. Page 5 of 8

6 What benefits does Cisco Systems Capital Corporation provide over a typical leasing company? Because Cisco Systems Capital Corporation is a wholly owned subsidiary of Cisco Systems, it has greater incentive to facilitate Cisco equipment and services sales. Cisco Systems Capital Corporation offers very good pricing and financing options to its clients. For more information, go to: NAMING Why is Cisco renaming the IP Communications portfolio under the Cisco Unified Communications family name? The objective of creating a new family name is to achieve greater distinction and market leadership for Cisco IP Communications offerings, as well as creating a framework for consistently naming all Cisco IP Communications products and solutions. Using the Cisco Unified Communications system name for the Cisco IP Communications portfolio (similar to how the Cisco Catalyst name is used for the family of switches) helps in describing clearly what these products do and communicating the fact that these products are part of an integrated system. Cisco customers have indicated repeatedly that product names should describe what the product does and that products that are part of a large portfolio should be logically grouped under a family name. For that reason, the use of the family name Cisco Unified Communications is complemented by using the brand Unified after Cisco among some of the products. ADDITIONAL RESOURCES Where can I find product specifications and other information about the Cisco Unified Communications system? For product literature such as data sheets and product specifications, visit or Page 6 of 8

7 Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: NETS (6387) Fax: European Headquarters Cisco Systems International BV Haarlerbergpark Haarlerbergweg CH Amsterdam The Netherlands www-europe.cisco.com Tel: Fax: Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA USA Tel: Fax: Asia Pacific Headquarters Cisco Systems, Inc. 168 Robinson Road #28-01 Capital Tower Singapore Tel: Fax: Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at Argentina Australia Austria Belgium Brazil Bulgaria Canada Chile China PRC Colombia Costa Rica Croatia Cyprus Czech Republic Denmark Dubai, UAE Finland France Germany Greece Hong Kong SAR Hungary India Indonesia Ireland Israel Italy Japan Korea Luxembourg Malaysia Mexico The Netherlands New Zealand Norway Peru Philippines Poland Portugal Puerto Rico Romania Russia Saudi Arabia Scotland Singapore Slovakia Slovenia South Africa Spain Sweden Switzerland Taiwan Thailand Turkey Ukraine United Kingdom United States Venezuela Vietnam Zimbabwe Copyright 2006 Cisco Systems, Inc. All rights reserved. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iquick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iq Expertise, the iq logo, iq Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the 2006 property Cisco of Systems, their respective Inc. owners. All rights The use reserved. of the word partner does not imply a partnership relationship between Cisco and any other company. Important (0601R) notices, privacy statements, and trademarks of Cisco Systems, Inc. can be found on cisco.com. Page 7 of 8 Printed in the USA ETMG_ DH_03.06

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