Cisco Unified Communications Workshop DECUS Symposium 18.05.2006 Dirk Eberhardt Internetworking Consultant 1 IP Communications: Flexible Infrastruktur & Applikationen 2
Cisco IP Telephony - Infrastructure Branch Personal Assistant Cisco Unity UM, VoiceMail Main Location IPCC Express/Enterprise ACD, IVR CallManager Cluster A SRST Cisco Router WAN Cisco Router Catalyst Switch PSTN 3 IP Communications: Das Protokol der Zukunft SIP (Session Initiation Protocol) 4
Session Initiation Protocol (SIP) im Cisco Umfeld Conf Xcode VMail Conf Xcode VMail Apps SCCP Phones SoftPhones Microsoft Messenger Cisco SIP IP Phone Cisco IOS SIP Gateway InterCluster Trunk Calls (via CSPS or directly between Clusters) Call Admission Control done via Locations No RSVP support Calls via Proxy to Select SIP Endpoints and Gateways Apps SCCP Phones SoftPhones SCCP MGCP H.323 CTI SIP 5 Cisco SIP Produkt Portfolio heute Cisco IOS including Voice Gateways, IP-IP Gateway, Cisco SRST, Cisco CallManager Express Cisco IP Phones Cisco PIX Firewall Cisco SIP Proxy Server 2-port FXS Gateway Cisco ATA 186/188 Linksys Phone Adapter Cisco Softswitches BTS-10200 & PGW 2200 Cisco Unity Cisco CallManager Dynamicsoft Presence, Application and Service Engines Cisco IP Phone Messenger Cisco MeetingPlace 8100 6
Das Intelligent Information Network Individuelle Produkte Integrierte Systeme Technologie- Lösung Geschäfts- Lösung Intelligent Information Network (IIN) Die Cisco-Vision für die nächsten 3-5 Jahre; vom Verbindungsnetz zum Intelligenten System Ziele: Beschleunigen der Innovations-Integration ins Netz Intelligenz zur Schaffung eines einheitlichen Netzes 7 IP Communications im Intelligent Information Network BELASTBAR Hochverfügbar Multilayer Security Virtualisierte Services Skalierbar DURCHGÄNGIG IP Communications Management Security Wireless ADAPTIV Video Integration XML Endgeräte CTI Integration Voice Applikationen 8
Unified Communications im Intelligent Information Network Value Voice Ready Switch Voice Voice Gateway/ over Routing Network WLAN Infrastructure Zentralisierte Applikationen GLOBAL SYSTEMS AUTOMATION Resources and Applications Business Applikationen: Presence Informationen Lotus/Outlook Integration CRM/ERP Integration Business INTEGRATED Service Oriented Catalyst ISR APPLICATIONS VIRTUALISIERUNG (QoS/ AP PoE) Zentralisiertes Call Processing (Hosted Application-Aware IPC) INTEGRATED und Sprachapplikationen Intelligent Network and Services SERVICESAuslagerung von Services: Information Unified Voice Mail / Music on Hold Network Virtualized Networking Resources INTEGRATED Colla- TRANSPORT KONSOLIDIERUNG boration Konvergente Infrastruktur: The Intelligent Movement of Data / Voice / Video geringere Administrationskosten Across a System Call of Applikationen Networks Integra- geringere Wartungskosten VM/ geringere Verbindungskosten tion Processing MoH Time 9 Beispiel: Integrated Services Router (ISR) Der Weg zum Komplettlösungsmodell Multi-Protocol Routing, Access Control, QoS IOS Firewall/ Encryption Application Oriented VoFR, VoIP WLAN Advanced Security Presentation_ID 2003, 2005 Cisco Cisco Systems, Systems, Inc. Inc. All All rights rights reserved. reserved. IP Telephony Voice Mail 10 10
UNIFIED COMMUNICATIONS Intelligente effektive Kommunikation 11 Die Herausforderung der Kommunikation Neue Technologien sind komplex 5 Voicemails! Meetings All Day Hast Du Zeit? Bist Du da? 20 E-Mails! 15 Attachments!! Information Overload Zu viele Geräte Überall/Jederzeit Technologie Limits Getrennte Technologien Getrennter Zugang 12
Komplexität reduziert die Effektivität Kommunikation via Gerät oder Applikation Unmöglich jemanden beim Ersten Versuch zu erreichen Täglich 36% Resultat ist Verspätung und Zusagen werden nicht gehalten 6.4 verschied. Geräte Monatlich 22% Täglich 52% 27% Reisen 1X Monat ím Durchschn. Mitarbeiter arbeiten mobil Es müssen verschiedene Methoden probiert werden um jemanden zu erreichen Source: Sage Research 13 Was wollen wir: Einfach kommunizieren! Kontrolle Wo ich bin Wann ich will Technische Lösung Verschmelzung der Zugänge Einfacher Zugang 14
Die Herausforderung: Geschäftabläufe zusammenbringen Problem mit einer Bestellung Vertriebsmitarbeiter bekommtdirekteinen Hinweis am Flughaf. Einen Mitarbeiter im Order Mmgt. erreichen Direkte Verbindung zur Besprechung des Problems Produkt Manger wird mit in die Komm. einbezogen Bestellung wird vom Team online bearbeitet Bestellung wird ausgeführt und Rückmeldung kommt Beschleunigung der Prozesse in der Business Communication 15 Die Lösung: Cisco Unified Communications Applications Unified Communications Clients Produktivitätssteigerung des Mitarbeiters Presence Server & Mobility Applications Intelligenz zur besseren Erreichbarkeit Messaging Ein direkter Zugang zu allen Messaging Systemen Conferencing for Collaboration Virtuelle Meetings via Rich Media Communications 16
Presence Intelligent Communication 17 What is Presence? Presence is information about an entity Typically represented by status; available, not available, busy, at lunch, on vacation, playing Xbox, etc. This is exciting because through aggregation, filtering, and other policy decisions new enhanced services can be designed and customized 18
What is Status? Status is a combination of Capabilities and Attributes Capabilities are what the device can do (supports video, voice, text) Attributes are state of the device (busy, redirect, etc, idle time, activity time) 19 Presence - Speed-Dial Buttons LED lamp and icon indicate busy/idle/ unknown state CCM groups used for restricting access, option provisioned by CCM admin Alerting state and call pickup not available, provided in future release Busy/Available Presence Indicator 20
Presence - Call History Logs and Directory Presence enabled call logs and directory allow users to check line state of others before placing calls CCM groups used for restricting access Busy/Idle/Unknown Presence Indicator 21 Cisco Unified Presence Server Introduction Presence Application Services (PAS) provides enterprises enhanced services based on presence. PAS defines a SIP/SIMPLE interface that could be used by a variety of compliant clients. PAS installs on MCS boxes and runs at the top of Cisco VOS/Linux leveraging key platform components of CCM 5.0. PAS supports a maximum of 2-node cluster for failover. 22
Cisco Unified Presence Server Capabilities Provides User-based Presence capabilities leveraging Dynamicsoft Presence technology Provides SIP Proxy functionality for routing of SIP messages through the enterprise Provides Core Applications (IPPM, CTI Gateway) Provides the infrastructure for the Cisco Unified Personal Communicator application 23 Cisco Unified Presence Server in the Cisco Enterprise Solution Unity Contact Center Meeting Place 3 3 rd rd Party Party SIP SIP Services Services Network Network SIP Desktop Client With Voice/Video, IM CallManager SIP / SIMPLE CSTA SIMPLE/ CSTA SIMPLE UPS SIP Presence Server Click To Call IM / Presence Voice Video Web Collaboration SIP / SIMPLE Cisco Unified Personal Communicator SCCP Phone SIP Phone Support Instant Messaging and Presence to the Cisco Solution Support Unified Personal Communicator Support Presence Network Interface Supports CTD, Phone Control 24
Connecting Users With Applications Eliminating Human Middleware Traditional Phone Dual Mode Phone IP Phone with Browser Mobile Phone with Browser Mobile Data with Voice Soft phone Effectively connecting devices Presence/ SIP Network SIP SIMPLE Cisco Unified Presence Server Partner Apps to intelligent services in the network Cisco Unity Unified IPCC Unified MeetingPlace Express Cisco Unified CallManager Express Cisco Unified CallManager 25 Cisco Unified Presence Server: User Definition Call Manager Status Phone Status: advertised Status from CCM 5.0 e.g., Phone busy, Phone idle, Unavailable Application Statuses IM Status: From Internal IM (as well as status from other IM Clouds in the future) e.g., Available, Unavailable, Busy, Do Not Disturb, Unknown, etc Desktop Status: Keyboard, Calendar integration e.g., Busy, Free, On Vacation, Out of Office, etc 26
Cisco Unified Presence Server Enterprise Desktop Interoperability Peer- Peer Relationship via Standardized Protocol Support SIP/SIMPLE (Presence and IM Federation) Support CSTA to CTI Gateway functionality (CTD, Phone Control) CTI to CSTA SIP / SIMPLE Enterprise Presence Environment Enterprise Desktop PRESENCE VOICE, VIDEO, IM UPS CISCO Enterprise Solution 27 PAS Architecture Layered Diagram SIP Presence Applications IPPM SIP/CSTA Gateway SIP Presence Infrastructure SIP Proxy/ Registrar SIP Presence Engine Enterprise Integration Layer (EIL) Database Security OAM Serviceability Voice Operating System (VOS) RedHat AS3.0 DRF Licensing Install Directory Security 28
PAS Components SIP Proxy/Registrar (Proxy) SIP Presence Engine (PE) IP Phone Messenger (IPPM) Tomcat Web Server Admin/End User GUI Serviceabilty Sync Agent Config Agent PE Adjunct Components: TimesTen Database, OAM Agent, and Provisioning Adaptor Profile Agent Security Components 29 Cisco Unified Presence Server: CTI Gateway LCS 2005 CTI Gateway Cisco CM Enterprise Service Signaling CSTA / ECMA 323 Cisco Unified Presence Server CTI (QBE) SCCP /SIP CTI Gateway Functionality: 27379 CSTA Interface to Microsoft Live Communications Server 2005 CTI Interface to CallManager Linkage of Microsoft Office Communicator and CallManager endpoint for a specific user Support monitoring of CallManager endpoint activity via Microsoft Office Communicator Support call establishment and call modification for CallManager endpoints via Microsoft Office Communicator : Make call, Answer call, Clear connection, Deflect, Hold, Retrieve, Consultation, Single step transfer, Transfer, Conference call, Alternate, Reconnect, Generate digits, Set/Get forwarding Set/Get DND 30
Cisco Unified Presence Server : IP Phone Messenger With IP Phone Messenger the User can: Manual setting of user status to: Available, Away, Do not Disturb or Logged Off Configurable contact list shows their presence status based on phone activity and PC activity if using Unified Personal Communicator ; IM history, and personal settings from IP phone interface ; up to 100 contacts can be configured per user. Receive instant messages displayed on phone text display with audible indication and flashing of phone s message waiting indicator light Implements presence enabled contact list on the phone One button call back to IM originator View and clear previously received Instant Messages Users can call back IM senders by hitting 1 button. Will also integrate with other IM clients and presence sources beyond UPS 1.0 31 Cisco Unified Presence Server Summary IP Phone Messenger Integrated IM capability within Cisco IP Phones Unified Personal Communicator Feature Server Data store, Presence aggregator, Application interface, Routing engine for Unified Personal Communicator SIMPLE Network Interface IETF Standard interface to pass/receive Presence information Click To Dial / Phone Monitoring interoperability with Microsoft LCS 2005 / Office Communicator CSTA to CTI gateway to support functionality of MOC 32
Cisco Unified Presence Server: Key SIP Related RFCs and Drafts RFC 3261 core SIP rfc RFC 3263 SIP Servers RFC 3265 Subscribe / Notify RFC 3325 Asserted Identity RFC 2782 DNS SRV RFC 2778/2779 SIMPLE RFC 3856 Presence Event Package RFC 3857 Watcher Info RFC 3858 Watcher Info Format RFC 3863 PDIF RFC 3903 PUBLISH Method RFC 3428 MESSAGE Method RFC 3680 Registration Event Package draft-ietf-simple-event-list, draft-ietf-simple-rpid, draft-ietf-simpleprescaps, draft-levy-sip-diversion, draft-dcsgroup-sip-privacy 33 New Unified Communications Desktop Client Powerful productivity tools in a single, easy-to-use desktop software application CallManager 5.0 IP Communications System Unified Presence Server Presence State, Services Unity Connection 1.1 Intelligent Voice Messaging MeetingPlace Express Web Conferencing 34
Cisco Unified Communication Clients IP Communicator + VT Advantage Unified Personal Communicator IP Communicator Telephony focused Rich Media/ Unified Interface 35 The Console Create Groups of Contacts Integrated Corporate and Local Directory Search LDAP v3 Microsoft Outlook 2003 Apple Address Book Click to Call Sort, View Play Voice Messages Cisco Unity Connection 1.1 Set & View Preferred Method of Contact Communication Logs of Incoming and Outgoing Calls Windows and Macintosh client DEMO 36
Unified Communications mit Microsoft E-mail 50% of large enterprises have deployed wireless e- mail devices 1 Web Conferencing Web conferencing will grow by 175% by 2008 2 MeetingPlace Enterprise Instant Messaging Instant messaging will surpass e-mail by 2008 3 Convergence 1 Pew Research Center, 2 Frost & Sullivan, 2005 3 Radicati Cisco Systems, Inc. All rights reserved. Voice, Video, Data, and Application Convergence Unified Personal Communicator 37 Office Communicator with Cisco Office Communicator working through Live Communications Server Live Communications Server and integrated with Cisco EPAS to enable enterprise-class audio and video communications Audio is on Cisco IP Phone or Office Communicator Video can be done one of three ways: (1) built into Office Communicator, (2) via Cisco VT Advantage or (3) via Cisco 7985 IP Phones 38
Q & A? 39 40