Cisco Preferred Architecture for Midmarket Voice. Design Overview

Transcription

1 Cisco Preferred Architecture for Midmarket Voice Design Overview PA March 2014

2 Table of Contents Preface...1 Getting Started with Cisco Preferred Architectures... 1 About This Guide... 1 Introduction...2 Technology Use Cases... 2 Architectural Overview... 2 Cisco Business Edition Core Applications... 4 High Availability... 5 Cisco Integrated Services Router... 5 Endpoints...7 Recommended Deployment... 7 Cisco Unified IP Phones... 8 Cisco Jabber... 8 Call Control...9 Recommended Deployment Benefits Deployment Best Practices Cisco Unified Communications Manager and IM and Presence Service Publisher-Subscriber Deployment Model...10 SIP Trunking Recommendations Cisco Unified Survivable Remote Site Telephony...11 Dial Plan...12 Endpoint Addressing...12 Call Routing...12 Class of Service...13 Conferencing...15 Recommended Deployment Audio Conferencing Benefits Deployment Best Practices Audio Conferencing Sizing Considerations...16 Table of Contents

3 Architecture...17 Collaboration Edge...18 Recommended Deployment...19 Headquarters...19 Remote Sites...19 Teleworker Sites...19 Benefits...19 Deployment Best Practices...19 PSTN Gateway...19 Virtual Private Network Cisco Expressway Cisco Expressway Core...21 Cisco Expressway Edge...21 Licensing Applications...22 Cisco Unity Connection Recommended Deployment Benefits Deployment Best Practices Cisco Unified Contact Center Express Recommended Deployment Benefits Deployment Best Practices Cisco Prime Collaboration Provisioning Standard Recommended Deployment Benefits Appendix...27 Product List Licensing Options Sample Order Sample Bill of Materials Table of Contents

4 Preface Cisco Preferred Architectures provide recommended deployment models for specific market segments based on common organizational use cases. They incorporate a subset of products from the total Cisco Voice, Video, and Collaboration portfolio that is best suited for the targeted market segment and defined use cases. These deployment models are prescriptive, out-of-the-box, and built to scale with an organization as its business needs change. This prescriptive approach simplifies the integration of multiple system-level components and enables an organization to select the deployment model that addresses its business needs. Preface Getting Started with Cisco Preferred Architectures 1. Cisco Preferred Architecture (CPA) design overview guides help customers and sales teams select the appropriate architecture based on an organization s business requirements; understand the products that are used within the architecture; and obtain general design best practices. These guides support sales processes. 2. Cisco Validated Design (CVD) guides provide detailed steps for deploying components within the Cisco Preferred Architectures. These guides support planning, deployment, and implementation (PDI). 3. The Cisco Collaboration Solution Reference Network Design (SRND) guide provides detailed design options for Cisco Collaboration. This guide should be referenced when design requirements are outside the scope of Cisco Preferred Architectures. About This Guide The Cisco Preferred Architecture for Midmarket Voice Design Overview (CPA for Midmarket Voice) is for: Sales teams that sell and design voice communications environments Customers and sales teams who want to understand the overall Cisco Voice architecture, its components, and general design best practices Readers of this guide should have a general knowledge of Cisco Voice, Video, and Collaboration products and a basic understanding of how to deploy these products. This guide simplifies the design and sales process by: Recommending products in the Cisco Voice portfolio that are built for the midmarket and that provide appropriate feature sets for this market Detailing a midmarket voice architecture and identifying general best practices for deploying in midmarket organizations Including a sample Bill of Materials (BoM) with products that target the midmarket price point For detailed information about planning, deploying, or implementing this architecture, see the following CVDs: Unified Communications Using Cisco BE 6000 Technology Design Guide Help Desk Using Cisco UCCX Technology Design Guide Collaboration Edge Using Cisco BE 6000 Technology Design Guide page 1

5 Introduction The business need for telephony service is not new, and many would even suggest that using Internet Protocol (IP) telephony instead of Time-Division Multiplexing (TDM) has entered mainstream, as well. Positioning a telephony solution that interoperates seamlessly with other communication and collaboration tools can bring great value to an organization. Introduction The increase in workplace mobility and changes in end user devices now requires organizations to extend telephony to where the workforce is located, often extending beyond the walls of the organization s physical buildings. Additionally, a wave of smart phones, social media, and personal communication applications have been developed and widely adopted by individuals in their personal lives. With advancements in collaboration applications and adoption of new technology in their personal lives, individuals are not only willing to adopt new collaboration tools in their workplaces, but also starting to expect them. Organizations can now feel comfortable providing communication applications that employees will quickly adopt and that provide maximum value. These new tools will enhance an organization s overall business process, make its employees more productive, and open the door to new and innovative ways for communicating with business partners and customers. Technology Use Cases Organizations are looking to streamline their business processes, optimize employee productivity, and integrate voice services with business processes. The CPA for Midmarket Voice delivers capabilities that enable organizations to immediately realize gains in productivity and add value to their current voice deployments. Additionally, the following technology use cases offer organizations enhanced capabilities for mobile and remote workers while delivering even more value in these areas. Support Teleworkers and Branch Offices Let employees work from multiple locations, whether satellite offices, home offices, or when traveling. Consolidate Communications Infrastructure Bring together voice and data into a single IP network to simplify management and support effective communications. Information about Cisco Voice Technologies and use cases is available on Cisco.com. Architectural Overview The CPA for Midmarket Voice provides an end-to-end voice communications deployment for up to 1000 users. This architecture ensures high availability for critical applications and uses products developed and priced for the midmarket. The consistent user experience provided by the overall architecture ensures quick user adoption, enabling an organization to immediately recognize value for its investment. Additionally, the architecture supports an advanced set of services that extend to mobile workers, partners, and customers through the following key services: Voice communications Instant messaging and presence Voice conferencing Enablement of mobile and remote workers Unified voice messaging Customer care Because of the adaptable nature of Cisco endpoints and their support for IP networks, this architecture page 2

6 enables an organization to use its current data network to support voice calls. In general, it is a best practice to ensure a voice solution is deployed with proper Quality of Service (QoS) configured throughout the network. Voice IP traffic should be classified and prioritized to preserve the user experience and avoid negative effects, such as delay, loss and jitter. For more information about LAN and WAN QoS, see Cisco Collaboration SRND. The CPA for Midmarket Voice, shown in Figure 1, provides highly available and secure centralized services. These services extend easily to remote offices and mobile workers, ensuring availability of critical services even if communication to headquarters is lost. Centralizing services also simplifies management and administration of an organization s voice deployment. Introduction Figure 1 - Cisco Preferred Architecture for Midmarket Voice Table 1 lists the products in this architecture. For simplicity, products are broken into modules to help categorize and define their roles. The content in this guide is organized in the same modules. Table 1 - Components for the Cisco Preferred Architecture for Midmarket Voice Module Component Description Call Control Cisco Unified Communications Manager (Cisco Unified CM) Cisco Unified Communications Manager IM & Presence Service (IM and Presence Service) Cisco Integrated Services Router (Cisco ISR) Provides endpoint registration, call processing, and media resource management Provides instant messaging and presence services Provides Survivable Remote Site Telephony (SRST) functionality Endpoints Cisco Unified IP Phones and Cisco Jabber Enables users for real-time voice, video, and instant messaging communications Conferencing Cisco ISR Provides voice conferencing resources page 3

7 Collaboration Edge Cisco Expressway Core Enables interoperability with third-party systems and firewall traversal Cisco Expressway Edge Cisco ISR Supports remote endpoint registration to Cisco Unified CM Provides either public switched telephone network (PSTN) or Cisco Unified Border Element (CUBE) connectivity Applications Cisco Unity Connection (Unity Connection) Provides unified messaging and voic services Cisco Unified Contact Center Express (Unified CCX) Cisco Prime Collaboration Provisioning Standard Provides customer interaction management services Provisions Cisco Unified Communications applications Introduction Cisco Business Edition 6000 The Cisco BE 6000 is a purpose built package designed specifically for midmarket organizations with up to 1000 employees, and it is the foundation for this architecture. The Cisco BE 6000 is built on a virtualized Cisco Unified Computing System (Cisco UCS) that is prepared and ready-for-use with a preinstalled virtualization hypervisor and application installation files. The Cisco BE 6000 solution offers premium voice, video, messaging, instant messaging and presence, and contact center features on a single, integrated platform. For more information about the Cisco BE 6000, see the data sheet. Core Applications The CPA for Midmarket Voice is built on two Cisco BE 6000 high-density servers, ensuring high availability for applications within the architecture. Virtualizing multiple applications on a single server lowers cost, minimizes rack space, lowers power requirements, and simplifies deployment and management. Virtualization also accommodates redeploying hardware and scaling software applications as organizational needs change. Figure 2 - Cisco BE 6000 Applications In this architecture, the following six applications and Cisco Prime Collaboration Provisioning Standard are deployed on one Cisco BE 6000 server while a second instance of each of the six applications is deployed page 4

8 on a second Cisco BE 6000 server, providing hardware and software redundancy: Cisco Unified Communications Manager Cisco Unified Communications Manager IM and Presence Service Cisco Unity Connection Cisco Expressway, comprised of Expressway Core and Expressway Edge Cisco Unified Contact Center Express Introduction Cisco recommends always deploying redundant configurations to provide the highest availability for critical business applications; however, a non-redundant, Cisco BE 6000 server configuration may be deployed for organizations that do not require full redundancy. Note Space is available on the Cisco BE 6000 for two additional Cisco UC applications, such as Cisco Emergency responder or Singlewire InformaCast. High Availability The CPA for Midmarket Voice design includes high availability for all deployed applications. These services will be preserved if a component fails on the primary Cisco BE 6000 server. High availability is accomplished with the underlying clustering mechanism that is present in all deployed Cisco Unified Communications applications. Clustering allows the administration and configuration of deployed applications to be replicated to backup instances of those applications. If either instance of an application fails, Cisco Unified Communications services such as endpoint registration, call processing, messaging, and many others will continue to operate on the remaining instance of the application. This process is transparent to an organization s users. In addition to clustering, the CPA for Midmarket Voice design ensures high availability through the use of redundant power supplies, network connectivity, and disk arrays. Cisco Integrated Services Router The Cisco Integrated Services Router (Cisco ISR) provides Wide Area Network (WAN) and Cisco Unified Communications services in a single platform. For this architecture, the Cisco ISR can provide the following functions (Figure 3): Audio conference bridge for Cisco Unified CM External connectivity to Internet IP routing and network services, such as DHCP, DNS, NTP and others Cisco Unified Survivable Remote Site Telephony (SRST) to provide calls during WAN failures Voice gateway to the Public Switched Telephone Network (PSTN) or Cisco Unified Border Element (CUBE) for Session Initiation Protocol (SIP) trunks Integrated data and voice connectivity to service providers Multiprotocol Label Switching (MPLS) WAN connectivity for an organization s network Virtual Private Network (VPN) client to establish secure tunnels to VPN concentrator page 5

9 Figure 3 - Cisco ISR Functions Introduction Cisco ISR routers have additional slots that support add-on modules, such as wireless controllers and VMware ESXi servers. Various Cisco ISR router models can be used to support different features, to scale, and to accommodate additional services. This modular design enables the Cisco ISR to be deployed at headquarters, remote locations, or branch locations. For more information about Cisco ISR, see the data sheet. page 6

10 Endpoints Cisco provides endpoints with a wide range of features, functionality, and user experiences. Because endpoints range from low-cost, single-line phones and softclients to high-end, multiline phones with color displays, an organization can deploy the right variety of endpoints to meet users needs (Figure 4). Additionally, these devices enable users to access multiple communication services, such as: Voice calls Conferencing Voic Presence Instant messages (Cisco Jabber) Endpoints Figure 4 - Architecture for Endpoints Recommended Deployment Because Cisco Unified CM is the call control server for this deployment, SIP should be used to register Cisco IP phones directly to the Cisco Unified CM. The Cisco Unified CM cluster s failover mechanism provides endpoint registration redundancy. If a WAN failure occurs and endpoints at remote locations cannot register to Cisco Unified CM, they will use SRST functionality for local and PSTN calls, though some services, such as voic and presence, might not be available. The following endpoints are recommended because they provide the optimal features for this design at a mid-market price point. Cisco has a range of endpoints with various features and functionality that an organization can also use to address its business needs. page 7

11 Cisco Unified IP Phones Product Cisco Unified IP Phone Cisco Unified IP Phone 7800 Series 1 Cisco Unified IP Phone 8900 or 9900 Series 1 Cisco Unified IP Phone Description Public space, single line phone General office use, multiple-line phone General office use, video phone IP conference phone Endpoints 1. Does not support Cisco Expressway mobile and remote access capabilities. For more information about Cisco Expressway, see Collaboration Edge on page 18. Cisco Jabber Product 1 Mobile Jabber for Android Jabber for iphone and ipad Desktop Jabber for Mac Jabber for Windows Description Soft client with integrated voice, voic , and instant messaging and presence functionality for mobile devices and personal computers 1. The following minimum versions of Cisco Jabber are required to support Cisco Expressway mobile and remote access capabilities: Jabber Windows 9.7, Jabber Mac 9.6, Jabber ios 9.6.1, and Jabber Android 9.6. page 8

12 Call Control Call control is the core element for any communication deployment. Call control is comprised of endpoint registration, call processing, organizational dial plan, address scheme normalization, and call admission control. Cisco Unified CM provides a common call control for all Cisco communication deployments (Figure 5). Having a highly available and common call control component for a communications infrastructure is crucial to provide consistent services for all devices and communication types and to preserve a uniform dial plan and features among different devices. Call Control Adding the IM and Presence Service to a Cisco Unified CM deployment provides instant messaging, network-based presence, and federation for third-party chat servers and enables the use of Cisco Jabber for instant messaging, presence, and audio communications. Figure 5 - Architecture for Call Control Table 2 lists the roles of the components in this architecture and the services that they provide. Table 2 - Components for Call Control Module Component Description Call Control Cisco Unified CM Provides call routing and services, dial plan, bandwidth management, device-based presence and enables Cisco Jabber desk phone control IM and Presence Service Cisco ISR Provides Cisco Jabber support for instant messaging and presence and third-party federation Provides Survivable Remote Site Telephony (SRST) to support call control functions during a WAN outage page 9

13 Recommended Deployment Deploy two Cisco Unified CM servers in a cluster configuration that includes a Publisher node and a Subscriber node for redundancy Deploy two IM and Presence Service servers in a cluster configuration that includes a Publisher node and a Subscriber node for redundancy Enable Cisco SRST on the Cisco ISR as a backup service at remote sites to ensure high availability Note If full redundancy is not required, a single server may be deployed without loss of functionality. Call Control Benefits This deployment provides the following benefits: There is centralized call control at a single location that serves multiple locations. Management is centralized. Common telephony features are available across voice endpoints and Cisco Jabber clients. Single call control and a unified dialing plan exist for voice endpoints and Cisco Jabber clients. Critical business applications are highly available and redundant. Deployment Best Practices Cisco Unified Communications Manager and IM and Presence Service Publisher-Subscriber Deployment Model A Cisco Unified CM or an IM and Presence Service cluster is comprised of one Publisher node and one Subscriber node. The Publisher node is the server that is installed first. This server contains the cluster s configuration database. Cluster-wide configuration is written to the Publisher s database and replicated on the Subscriber. The Subscriber node is the server that is installed second. It contains a replica of the Publisher s database. The Subscriber is updated automatically when the Publisher s configuration changes. Clustering provides an automatic redundancy mechanism for endpoints and for Cisco Unified CM services, such as the ability to receive and process incoming calls (Figure 6). It is recommended that the Cisco Unified CM cluster be configured with the Subscriber node as the primary call-processing server and the Publisher node as the backup call-processing server. This configuration applies to the IM and Presence Service cluster, too. If the IM and Presence Service Subscriber node goes down, then IM and presence capabilities will still be available for Cisco Jabber clients. page 10

14 Figure 6 - Cisco Unified CM Cluster Call Control SIP Trunking Recommendations A trunk is a collection of communication channels between two different call-processing servers or gateways that is used for server-side communication. Cisco Unified CM uses SIP trunks to communicate with external entities. For deployment consistency, use SIP trunks from Cisco Unified CM to communicate with all the components in this architecture. For the Cisco Unified CM cluster, configure a SIP trunk from the Cisco Unified CM cluster to external components in the deployment, such as voice gateways and IM and Presence Service. Ensure that each server for that external component is specified as a destination in the SIP trunk configuration. This configuration ensures that no service disruption occurs if a node goes down. Cisco Unified Survivable Remote Site Telephony The Cisco SRST feature ensures business continuity and is critical for branch sites that require uninterrupted voice services during WAN outages. SRST runs on the same Cisco ISR that provides WAN and PSTN connectivity for a remote site (Figure 7). Figure 7 - Cisco SRST page 11

15 Deploying SRST on the Cisco ISR is recommended in the following cases: The site has local PSTN connectivity. The site does not have local PSTN connectivity but has more than 25 users. Local PSTN connectivity should be available to ensure there is no interruption to external voice services if a WAN outage occurs. Call Control Dial Plan If a WAN failure occurs at a site with SRST and local PSTN access, the following services will be available: Internal point-to-point voice calls External voice calls via PSTN Call hold, transfer, and conference Music on hold A structured, well-designed dial plan is the key to successfully deploying any call control system. Cisco Unified CM uses the dial plan to process calls from all endpoints and gateways. Two main components of the dial plan are: Endpoint addressing Call routing Endpoint Addressing In traditional PBX voice only deployments, all endpoints are addressed with a numeric ID, known as a telephone internal number. However, as new endpoint types and connectivity options have emerged, so did additional addressing schemes. Common addressing schemes are: +E.164 A numeric public telecommunications infrastructure-numbering plan used by telecommunications carriers worldwide in PSTN, such as Abbreviated dialing An abbreviated dial plan is essentially a subset of the full +E.164 address that simplifies dialing inside an organization. For example, the abbreviated dial string of 1234 can be configured for a device with an +E.164 address of The use of +E.164 dial plan is recommended, as follows: Use +E.164 numeric addressing for dialing inside the organization. Use abbreviated dialing aliases to simplify on-net dialing from internal locations. Call Routing Numeric Call Routing The +E.164 format for numeric addresses is recommended because it: Is globally unique and widely used in voice networks Is widely deployed in corporate Lightweight Directory Access Protocol (LDAP) directories and results in better system integrations Is commonly shared between multiple devices like mobile phones Simplifies the alternate-path routing Cisco Unified CM uses to reach an external device through PSTN or on another network For these reasons, associating endpoints with a globalized +E.164 number ( ) is recommended rather than with a number that is valid only inside the organization (1234). page 12

16 To simplify dialing, use abbreviated dialing with the full +E.164 numbering plan. Doing so enables users to dial either the full +E.164 number from external locations or the abbreviated number from inside the organization. For example, a user can dial from internal or external locations and dial 1212 from an internal location to reach the same person. Figure 8 provides an example for the endpoint addressing recommendations. Call Control Figure 8 - Numeric and Alphanumeric Endpoint Addressing Example Type Number Reachable From... +E.164 address (directory number) Internal locations and external PSTN locations Abbreviated dialing 1234 Internal locations by abbreviated dialing number Directory Integration To enable users to search contacts and dial from the directory, integrate Cisco Unified CM with the organization s LDAP directory. Though Cisco Unified CM allows the creation of local user contacts, LDAP directory integration is required when using Cisco Jabber because it allows a single location for directory management. Additionally, LDAP directory integration enables users to authenticate to Cisco Unified CM and Cisco Jabber by using their LDAP directory credentials. Cisco Unified CM pulls user and contact information from LDAP directories and synchronizes user parameters name, surname, username, telephone number and SIP URI when changes occur. Use the telephonenumber and mail attributes to populate the Cisco Unified CM directory. The IM and Presence Service pulls user and contact information from Cisco Unified CM. Class of Service Class of service is used to differentiate access services for an organization s users, such as to allow only emergency and local calling from lobby phones while allowing unrestricted calls from executive phones. Partitions and calling search spaces can be configured in Cisco Unified CM to provide class of service, and the class of service categories in Table 3 are recommended to provide PSTN access for emergency, local, page 13

17 national, and international dialing. For more information about class of service, see the Cisco Collaboration SRND. Table 3 - Class of Service by Call Type Call Type Class of Services Includes Lobby Phones Base Emergency Employee Standard Silver Local and Emergency Sales Gold National, Local, and Emergency Executives Platinum International, National, Local, and Emergency Call Control page 14

18 Conferencing The ability for three or more people to communicate in real time is a core component of voice deployments. Conferencing builds upon existing infrastructure in place for point-to-point calls, offering an organization s users a consistent experience regardless of how many participants are involved (Figure 9). Conferencing Figure 9 - Architecture for Conferencing Table 4 lists the roles of the components in this architecture and the services that they provide. Table 4 - Components for Conferencing Module Component Description Call Control Cisco Unified CM Manages and allocates audio conferencing resources from Cisco ISR packet voice/data modules (PVDMs) Conferencing Cisco ISR Provides voice conferencing resources There are three types of conferences: Ad-hoc/Instant: A conference that is not scheduled or organized in advance. For example, a call between two parties who add additional parties to the call is an ad-hoc conference. Rendezvous: A conference that requires callers to dial a predetermined number or URI to reach a shared conferencing resource. Meet-me, static, or permanent are other names for this type of conference. Scheduled: A conference that guarantees conferencing resources will be available for callers at a predetermined start time. page 15

19 Note The components required for scheduled conferences are not part of this architecture. However, Cisco WebEx Cloud s hosted services can be used for scheduled audio conferencing. See the data sheets for more information. Conferencing Recommended Deployment Audio Conferencing Benefits Deploy packet voice digital signal processor module (PVDM) resources on Cisco ISR routers for ad-hoc conferences and for rendezvous conferences. This deployment provides the following benefits: There is a consistent user experience for launching and joining conferences. Dedicated resources (PVDMs) enable greater scale and redundancy. Deployment Best Practices Audio Conferencing For ad-hoc and rendezvous audio conferences, use dedicated packet voice digital signal processor module (PVDM) resources as the audio conference bridges. A Cisco ISR with PVDM is recommended. The Cisco ISR requires a PVDM to support audio conferences, voice interfaces (T1, E1, FXO, FXS), and audio transcoding. Using Cisco ISRs for a variety of functions, such as voice gateway, SRST, conferencing, and WAN connectivity, and combining these voice services into a single platform offers a significant cost savings over individual components. For additional deployment flexibility, PVDM modules are available in different densities and support a range of codecs of different complexities. Sizing Considerations The decision to integrate conferencing resources into an existing router depends on the voice capacity and overall performance of that router. A standalone gateway is recommended if an organization s existing router: Consistently runs above 40% CPU A standalone gateway avoids voice traffic processing delays. Has limited slots available for voice interface cards or digital signal processors A standalone gateway ensures that additional capacity is available when needed. Table 5 lists the recommended Cisco ISR platforms and number of audio conference ports to support ad-hoc and rendezvous audio conferences. Use this information as the starting point for deployment planning. page 16

20 Table 5 - Audio Conference Port Recommendations Site Size Cisco ISR Audio Conference Ports 50 users Cisco users Cisco users Cisco users Cisco users Cisco Conferencing Architecture Rendezvous audio conferences rely on Cisco Unified CM s Meet-me feature. This feature requires a set of directory numbers (DNs) to be allocated exclusively for rendezvous audio conferences. Users invoke the feature by pressing the Meet-Me softkey on their audio endpoints and then dialing DNs within the predetermined range. Subsequent attendees dial the predetermined number directly to join the conference. The existing dial plan is used for controlling access to these DNs. Rendezvous audio conferences are hosted on the same Cisco ISR PVDM resources as ad-hoc audio conferences. Ad-hoc audio conference resources register with Cisco Unified CM and are controlled by Media Resource Group Lists (MRGLs) and Media Resource Groups (MRGs). Endpoints will invoke these ad-hoc resources if their assigned device pool has access to the appropriate MRGL. Configuring MRGLs is recommended, so conference resources that are local to the initiating endpoint are preferred over other resources (Figure 10). Figure 10 - MRGL Example page 17

21 Collaboration Edge In addition to connectivity to the public telephone system, organizations are looking for ways to enable mobile and remote workers. Providing secure connectivity for mobile and remote workers enables employees to be more productive away from the office. The CPA for Midmarket Voice addresses these needs with the Collaboration Edge architecture in Figure 11. Figure 11 - Architecture for Collaboration Edge Collaboration Edge Table 8 lists the roles of the components in this architecture and the services that they provide. Table 6 - Components for Collaboration Edge Module Component Description Collaboration Edge Expressway Edge Allows secure mobile client registration and calling through an organization Expressway Core Cisco ISR Establishes a secure connection to the Expressway Edge through the firewall and enables mobile and remote access with Cisco Unified CM Enables local PSTN connectivity Enables connectivity from an organization s network to the service provider network for SIP trunks via Cisco Unified Border Element (CUBE) page 18

22 Recommended Deployment Headquarters Deploy Cisco ISR as the PSTN gateway. OR Enable CUBE functionality on the Cisco ISR for voice connectivity from the organization s network to the service provider network through a SIP trunk. Deploy two Cisco Expressway Core and Edge servers in a clustered configuration to enable remote Cisco Jabber registrations, and IM and presence. Note If full redundancy is not required, a single server may be deployed without loss of functionality. Collaboration Edge Remote Sites Deploy Cisco ISR as the PSTN gateway. Teleworker Sites Benefits Deploy Cisco 8900 and 9900 Series IP Phones with an existing Cisco Adaptive Security Appliance (ASA) or Cisco IOS-based VPN. This deployment provides the following benefits: The Cisco ISR supports standards-based interfaces and different PSTN types, so it can be deployed globally. CUBE functionality can be enabled on the Cisco ISR if a SIP trunk is used rather than traditional PSTN interfaces. The Cisco ISR can be used for WAN connectivity. Cisco Expressway provides calling, presence, instant messaging, voic , and corporate directory services for Cisco Jabber. Deployment Best Practices PSTN Gateway Because landlines and mobile phones use the PSTN for local and international calls, external connectivity to the PSTN from an organization s IP telephony network is a requirement (Figure 12). page 19

23 Figure 12 - PSTN Connectivity Collaboration Edge Use Cisco ISR with a time-division multiplex (TDM) module as the PSTN gateway at headquarters. This configuration enables the gateway to resolve incoming and outgoing calls for an organization to and from the PSTN. Use this gateway for number transformation to PSTN requirements. See Call Control on page 9 for dial plan recommendations. At remote sites, deploy a Cisco ISR for local PSTN connectivity using voice modules. Table 7 lists the recommended Cisco ISR series by deployment location. For information about Cisco ISR, see the data sheet. Table 7 - Recommended PSTN Gateways Location Headquarters Remote Sites PSTN Gateway ISR G series ISR G series If SIP trunks are used to connect to a service provider for voice calls, enable CUBE functionality on the Cisco ISR that is deployed at headquarters. When deploying Cisco ISR with CUBE functionality, the following is recommended: Deploy the CUBE in the demilitarized zone (DMZ). Enable the firewall to NAT the external address to the address of the CUBE. Enable the firewall to inspect voice calls. The Cisco Unified CM will route calls through SIP trunks to gateways, CUBE, or Cisco Expressways based on the dial plan. For dial plan recommendations, see Dial Plan on page 12. Virtual Private Network VPN enables an organization s network to be extended to remote and teleworker sites, allowing those sites full access to corporate services. Use the organization s existing VPN to extend collaboration services to teleworkers or use Cisco IP phones with VPN clients. The Cisco 8900 and the 9900 Series IP Phones have a built-in VPN client that can connect to the Cisco ASA or Cisco ISR over the Internet and establish a secure connection to access the organization s network. No additional device, such as a CVO router, is needed for this connectivity, and these Cisco IP phones are recommended for teleworkers sites. Cisco Expressway Firewalls are deployed to provide network security to separate an organization s network and mask IP addresses from untrusted networks, such as the Internet. Cisco Expressway provides secure firewall and NAT traversal for mobile Cisco Jabber clients. Cisco Expressway consists of two servers: Expressway Core and Expressway Edge. Cisco Expressway Core should be deployed inside the network, and Expressway Edge should be deployed in the Demilitarized Zone (DMZ) by connecting separate network ports on the BE6000 server to the page 20

24 organization s network and to the DMZ. For added security, deploy Expressway Edge in the DMZ on a dedicated server. Figure 13 - Traversal for Registrations Through Firewall with Expressway Core and Expressway Edge Collaboration Edge Cisco Expressway Core Place Expressway Core in the trusted network inside the organization. Expressway Core will: Function as a traversal client and establish a secure connection to Expressway Edge through the firewall Enable mobile and remote access capabilities and call signaling for Cisco Jabber clients, directing them to Cisco Unified CM for SIP registration or the IM and Presence Service Cisco Expressway Edge Place Expressway Edge in a DMZ because it is reachable directly from the untrusted, external network. Note that the organization s firewall policies control the communication to and from this server. Expressway Edge will: Licensing Function as a traversal server and allow secure communication from Expressway Core Process registration and IM information from Cisco endpoints on the external network and use traversal-secure communication to pass the information to Expressway Core Cisco Expressway can be used for mobile and remote access with no additional investment. page 21

25 Applications In addition to the call- and media-processing components, CPA for Midmarket Voice includes the following Cisco applications (Figure 14) to enhance usability, functionality, and management: Unity Connection to provide messaging (voic ) Unified CCX to provide sophistication to customer care for the organization in an easy-to-deploy fashion Cisco Prime Collaboration Provisioning Standard for user and device provisioning Applications Figure 14 - Architecture for Applications Table 8 lists the roles of the components in this architecture and the services that they provide. Table 8 - Components for Applications Module Component Description Applications Unity Connection Provides voic services Unified CCX Cisco Prime Collaboration Provisioning Standard Provides customer interaction and interactive voice response (IVR) services Provides user and service provisioning page 22

26 Cisco Unity Connection Unity Connection enables an organization s employees to access and manage voice messages in a variety of ways, including via inbox, web browser, Cisco Jabber, Cisco Unified IP Phone, TelePresence, smartphone, tablet, and more. Applications Recommended Deployment Deploy two Cisco Unity Connection servers in a cluster configuration that includes a Publisher node and a Subscriber node for redundancy (Figure 15). Note If full redundancy is not required, a single server may be deployed without loss of functionality. Benefits This deployment provides the following benefits: Easy access to messages enables fast response to time-sensitive communications. Secure messaging ensures critical business data is protected. Business applications are highly available and redundant. Deployment Best Practices The Unity Connection Automated Attendant feature provides a more interactive caller experience by directing calls without an operator and enabling messaging related to business hours or emergencies for example. Unity Connection provides templates to simplify the creation of automated attendants and holds the recordings for this feature. As such, a menu of the required recordings should be constructed and appropriate recordings made for each step of the call-management process. Figure 15 - Cisco Unity Cluster As a best practice, the majority of client traffic, such as IMAP and backup operations, should be directed to the Publisher node while the majority of call traffic should be directed to the Subscriber node in the Unity Connection cluster. page 23

27 As with other components in this architecture, integration with the organization s LDAP is highly recommended. This connection not only streamlines the initial deployment, but also allows end-user access to messaging functions using common credentials. Integration of Unity Connection with the organization s system enhances the functions of the application. For example, Microsoft s on premise Exchange or its hosted Office 365 offerings provide enhanced handling of voic while IBM Lotus Notes and Google s hosted offerings provide basic message delivery handling. This functionality notifies users of voic s that they have received and provides links to play the messages, enhancing users ability to respond quickly even when away from physical phones. Applications Cisco Unified Contact Center Express Unified CCX enables organizations to provide powerful, agent-based services to internal and external customers. These services enable customers to connect easily with the right employees in an organization for sales inquiries or product support. Recommended Deployment Deploy two Unified CCX servers in a cluster configuration that includes a Publisher node and a Subscriber node for redundancy (Figure 16). Note If full redundancy is not required, a single server may be deployed without loss of functionality. Figure 16 - Cisco Unified Contact Center Express Cluster Benefits This deployment provides the following benefits: Recorded greetings and customized prompts provide sophisticated call handling. External customer interaction is supported. Internal company communication for activities, such as help desk, is facilitated. page 24

28 Deployment Best Practices As with the other components in this architecture, Unified CCX should be deployed in a cluster configuration that includes a Publisher node and a Subscriber node. The cluster will be synchronized with the organization s LDAP and populated with end-user information. This minimal configuration enables external callers to dial a single number into the organization and then use a simple dial-by-name or dial-byextension functionality without the need for telephone operators to connect external calls. Depending on the organization s structure and business model, the following additional workflow configurations should be considered: Sales Customer Support Internal IT helpdesk Human Resources Applications These automated, call-directed workflows provide value to the organization by quickly and easily connecting a person with a need to the appropriate resource within the organization for assistance. For information about Cisco Unified Contact Center Express, see the data sheet. Cisco Prime Collaboration Provisioning Standard Cisco Prime Collaboration Provisioning Standard provides a centralized provisioning interface that simplifies administration of day-to-day activities, such as moves, adds, changes, and deletions (MACD) of user devices and services in an organization (Figure 17). Figure 17 - Cisco Prime Collaboration Provisioning Standard Recommended Deployment Deploy Cisco Prime Collaboration Provisioning Standard on the primary BE6000 server. A single instance of Cisco Prime is supported per organization. page 25

29 Benefits A consistent, unified approach simplifies the management of multiple Cisco collaboration technologies like Cisco Unified IP Phones, Cisco Unified CM, and other application servers. Features, such as bulk-based provisioning, phone MACDs, and consolidated views, simplify user and service-related configuration and administration. A self-service portal eases support by enabling users to make authorized changes. Applications page 26

30 Appendix Product List This product list identifies the Cisco products in this architecture along with their relevant software versions. Appendix Product Product Description Software Cisco Unified CM and IM and Presence Service Call control, instant messaging, and presence services Cisco Unity Connection Voic services 10.0 Cisco Expressway Core and Expressway Edge 10.0 Mobile and remote access Cisco Contact Center Express Customer interaction management services 10.0 Cisco Prime Collaboration Standard Cisco ISR G2 Provisioning and monitoring services for voice deployments. PSTN gateway, SRST, audio conference resource, external connectivity to the Internet Cisco Unified IP Phone 6900 Series Public space, single line phone 9.4(1) 10.0 IOS M Cisco Unified IP Phone 7800 Series General office use, multiple-line phone 10.1(1.9) Cisco Unified IP Phone 8900 Sseries General office use with available VPN client 9.4(1) Cisco Unified IP Phone 8831 IP conference phone 9.3(3) Cisco Jabber 1 Soft client with integrated voice, voic , and instant messaging and presence functionality for mobile devices and personal computers 1. Minimum Cisco Jabber version required to support Cisco Expressway mobile and remote access capabilities. Licensing Options This table identifies the licensing options. License Type Number of User Profiles User Connect Licensing (UCL) Essential User Connect Licensing (UCL) Basic User Connect Licenses (UCL) Enhanced / Enhanced Plus Unified Workspace Licensing (UWL) Standard Jabber Windows: 9.7 Jabber Mac: 9.6 Jabber ios: Jabber Android: Supported Device Type Analog / Voice Voice Video Video Video Number of Supported Devices Single Single Single / Dual Multiple 1 Multiple 1 Unified Workspace Licensing (UWL) Professional Jabber IM & Presence 2 Yes Yes Yes Yes or WebEx Yes or WebEx Jabber Voice & Video Client Personal Video Conference Bridge Yes Yes Yes Optional Yes 3, screen licenses for 50 users or more Voice Messaging Optional Optional Optional Yes Yes page 27

31 License Type User Connect Licensing (UCL) Essential User Connect Licensing (UCL) Basic User Connect Licenses (UCL) Enhanced / Enhanced Plus Unified Workspace Licensing (UWL) Standard Unified Workspace Licensing (UWL) Professional WebEx Meetings Optional Optional Optional Optional Yes, 1:10 Meeting Center ports Contact Center Optional Optional Optional Optional Yes, 1:25 Standard Express Agent BE6K-UCL-ENH / BE6K-UCL-ENHP BE6K-UWL-BE CUWL-PRO-K9 NEW-UWL-PRO Appendix 1. Cisco UWL enables the first 10 devices per user on installation. If more devices are required, contact licensing@cisco.com. 2. Available to all users when using the Cisco Unified Communications Manager IM and Presence Service on the BE 6000 server. One-year WebEx Messenger subscriptions are available as an option for Cisco UWL users. 3. Cisco UWL Professional enables a 4-port personal video conference per user with the purchase of 50 or more Cisco UWL Professional licenses. Sample Order This sample order is for a deployment with redundant Cisco BE 6000 servers for an organization with 250 users and a voice only deployment. The products in this BOM were chosen to address the midmarket price point and to enable organizations to scale. Cisco has a range of products that provide various features and functionality. Organizations can choose different products based on their business needs. Product Quantity Cisco BE 6000 HD servers for redundancy 2 Cisco ISR 3900 series for headquarters with CUBE licenses 1 Cisco ISR 2900 series for branches with 25 SRST licenses each and PSTN interfaces 2 Cisco Unified IP Phone 7821 two-line phones 228 Cisco Unified IP Phone 6901 single-line phones for public areas in the organization 25 Cisco Unified IP Conference Phone page 28

32 Product User, Agent, and Server licenses Quantity Appendix Sample Bill of Materials Infrastructure Item Description Quantity BE6K-STBDL-PLS-K9= Cisco BE6000 High Density Server Export Restricted SW 2 CON-OS-BE6KSTBL ONSITE 8X5XNBD CSC BE 6000UCS C Serv TRC39.0 SWHype 2 CAB-N5K6A-NA Power Cord 200/240V 6A North America 4 BE6K-SW-APP-9.X Cisco Business Edition Software App Version 9.X 2 CIT-CPU-E GHz E5-2665/115W 8C/20MB Cache/DDR3 1600MHz 4 CIT-HDD300GI2F GB 6Gb SAS 15K RPM SFF HDD/Hot Plug/Drive Sled Mounted 16 CIT-PCIE-IRJ45 Intel i350 Quad Port 1Gb Adapter 2 CTI-VCSC-BE6K-PAK Config Only E-Delivery VCS Control PAK PID 2 LIC-VCS-10+ Video Comm Server 10 Add Non-traversal Network Calls 2 LIC-VCS-BASE-K9 License Key - VCS Encrypted Software Image 2 LIC-VCSE-5+ Video Communication Server - 5 Traversal Calls 2 R2XX-RAID5 Enable RAID 5 Setting 2 LIC-VCS-GW Enable GW Feature (H323-SIP) 2 UC-MR-1X082RY-A 8GB DDR MHz RDIMM/PC /Dual Rank/1.35v 12 UC-PSU-650W 650W Power Supply Unit For UCSC C220 Rack Server 4 UC-RAID-9271 MegaRAID i + Battery Backup for C240 and C220 2 VMW-VS5-HYP-K9 Cisco UC Virt. Hypervisor 5.x (2-socket) 2 VMW-VS5-SNS Cisco UC Virt. Hypervisor 5.x - SnS 2 Item Description Quantity CISCO3925-V/K9 Cisco 3925 Voice Bundle PVDM3-64 UC License PAK FL-CUBE25 1 CON-SNTP-3925V SMARTNET 24X7X4 Cisco 3925 Voice Bundle UC License PAK 1 S39UK M Cisco IOS UNIVERSAL 1 SL-39-SEC-K9 Security License for Cisco 3900 Series 1 FL-SRST Cisco Survivable Remote Site Telephony License 1 PWR-3900-AC Cisco 3925/3945 AC Power Supply 1 PWR-3900-AC/2 Cisco 3925/3945 AC Power Supply (Secondary PS) 1 CAB-AC AC Power Cord (North America) C13 NEMA 5-15P 2.1m 2 C3900-SPE100/K9 Cisco Services Performance Engine 100 for Cisco 3925 ISR 1 FL-CUBEE-25 Unified Border Element Enterprise License - 25 sessions 1 PI-MSE-PRMO-INSRT Insert Packout - PI-MSE 1 SL-39-IPB-K9 IP Base License for Cisco 3925/ SL-39-UC-K9 Unified Communication License for Cisco 3900 Series FANASSY Cisco 3925/3945 Fan Assembly (Bezel included) 1 HWIC-BLANK Blank faceplate for HWIC slot on Cisco ISR 4 ISR-CCP-EXP Cisco Config Pro Express on Router Flash 1 page 29

33 Item Description Quantity MEM GB-DEF 1GB DRAM (512MB+512MB) for Cisco 3925/3945 ISR (Default) 1 MEM-CF-256MB 256MB Compact Flash for Cisco ISR 1 PVDM channel high-density voice and video DSP module 1 Appendix SM-D-BLANK Blank faceplate for DW slot on Cisco 2951 and SM-S-BLANK Removable faceplate for SM slot on Cisco ISR 2 Item Description Quantity C2951-VSEC/K9 Cisco 2951 Voice Sec. Bundle PVDM3-32 UC&SEC Lic FL-CUBE10 2 CON-SNTP-2951VSEC SMARTNET 24X7X4 Cisco 2951 Voice Sec. Bundle UC and SEC 2 FL-CUBEE-5 Unified Border Element Enterprise License - 5 sessions 4 PI-MSE-PRMO-INSRT Insert Packout - PI-MSE 2 SL-29-IPB-K9 IP Base License for Cisco SL-29-UC-K9 Unified Communication License for Cisco HWIC-BLANK Blank faceplate for HWIC slot on Cisco ISR 6 ISR-CCP-EXP Cisco Config Pro Express on Router Flash 2 MEM MB-DEF 512MB DRAM (1 512MB DIMM) for Cisco 2951 ISR (Default) 2 MEM-CF-256MB 256MB Compact Flash for Cisco ISR 2 PVDM channel high-density voice and video DSP module 2 SL-29-SEC-K9 Security License for Cisco SM-S-BLANK Removable faceplate for SM slot on Cisco ISR 4 PWR AC Cisco 2921/2951 AC Power Supply 2 S2951UK M Cisco 2951 IOS UNIVERSAL 2 FL-SRST Cisco Survivable Remote Site Telephony License 2 FL-CME-SRST-25 Communication Manager Express or SRST - 25 seat license 2 CAB-AC AC Power Cord (North America) C13 NEMA 5-15P 2.1m 2 VIC2-2FXO Two-port Voice Interface Card - FXO (Universal) 2 Licensing Cisco BE 6000 & User Licenses Item Description Quantity R-CBE6K-K9 Cisco Business Edition 6000-Electronic SW Delivery-Top Level 1 CON-ESW-RCBE6KK ESSENTIAL SW Cisco Business Editi 1 UCM-10X-UWLSTD BE6K UCM 10X CUWL BE Users - Single Fulfillment 250 UCSS-U-6KUWLBE-1-1 BE6K UCSS for CUWL-BE User - 1 Year - 1 User 250 CON-ESW-UCMUWLST ESSENTIAL SW BE6K UCM 10X CUWL BE 250 UCXN-10X-SCPORTS BE6K - Unity Connection 10x - VM Speech Connect Ports 2 UCXN-10X-UWLSTD BE6K - Unity Connection 10x - VM UWL Standard License 250 WBX-IM1-NH-UWL Included WebEx Messenger Users ( 1 Year Term) 250 WEBEX-UWL-BE-PAK WebEx PAK - CUWL BE 1 BE6K-PAK Cisco Business Edition PAK - Single Fulfillment 1 BE6K-SW-10.X Cisco Business Edition Software Version 10.X 1 BE6K-START-UWL25 BE User License Starter Bundle with 25 UWL Licenses 1 BE6K-UWL-STD Cisco Business Edition Workspace License Standard 225 page 30