Technical Implementation Guide

Technical Implementation Guide Implementing an IP Communications Solution for Small and Mid-sized Businesses

Executive Summary Telephone networks in today s growing businesses are facing changing communication requirements and higher expectations. Customers and business partners expect immediate responses, and growing businesses need to extend the highest possible level of service to their employees, regardless of location. All too often, traditional phone systems are not up to the task. A converged, standards-based IP communications solution can help companies meet these challenges, enabling them to save money, improve customer relationships, optimize productivity, and simplify network management. Cisco IP Communications solutions are well suited for any size company that wants to get the most out of its communications infrastructure, whether the company is installing a new phone system, nearing the end of a lease on a private branch exchange (PBX) or traditional voice-mail system, or extending the capabilities of an existing PBX. Cisco offers the most complete IP communications solution with a broad product portfolio that can be used to tailor a system to the needs of the individual company, whether planning for a future IP communications installation, extending the life of an existing PBX, or outfitting a new office. Before implementing an IP communications solution, companies should consider their current telephony expenses, how they use their phones, and the type of existing networking equipment they are supporting. This implementation guide outlines three reference architectures: a single-site architecture; a multisite, centralized call-processing architecture; and a multisite, distributed, call-processing architecture. By selecting the appropriate solution and using Cisco standards-based, end-to-end IP communications solution, businesses can quickly reap the benefits of improved productivity and customer satisfaction while reducing the total coast of ownership and increasing return on investment. 2

Why IP Communications? Voice networks in today s growing businesses are facing changing communication requirements and increasingly higher expectations. Employees, customers, and partners need to collaborate like never before, and traditional phone systems often simply are not up to the challenge. Branch offices can become islands that do not have the access to the same communication services as the corporate headquarters. Companies might not be able to forward voice mail between offices, and phones cannot be programmed to make sure that calls from important customers have priority. Companies that are rapidly expanding their operations or opening new offices might also contend with inflexible PBX leases that force a new long-term contract and forklift upgrade. Businesses are operating in an age of instant communication, where customers expect immediate responses. Writing down a message and returning a call within 24 hours is no longer acceptable to today s customers. Small and midsize businesses need voice solutions that can deliver immediate gratification to demanding partners, clients, and colleagues. To overcome the limitations of traditional phone systems, and to meet increasing customer demands, many businesses are turning to IP communications solutions. IP communications combines the voice and data infrastructures on a single, converged IP network that is more cost-effective, efficient, and manageable than maintaining separate networks. And it provides support for phone communication with the same high level of quality and reliability as traditional, circuit-switched telephone networks. IP communications solutions not only enhance communications, but they also improve efficiency. IP communications solutions are built upon an open, converged foundation that includes built-in intelligence. This intelligence empowers organizations with a fully converged voice, video, and data infrastructure that helps them solve problems better, conduct transactions, and complete tasks. And a converged IP network sets the stage for new telecommunication applications that tie voice and business processes together. For example, using an interactive-voice-response (IVR) solution, customers can get up-to-date information on their account and orders without needing to take time from an employee. Or, using a single number, customer calls can be routed to the appropriate department or individual using an automatic call distributor instead of requiring multiple operators. An end-to-end, standards-based IP communications solution can save money, enhance customer relationships, improve productivity, and dramatically simplify network management. 3

Cost Savings Companies can reduce their total cost of network ownership by migrating their voice and data infrastructures to a modular, converged IP network. With a converged network, companies have only one network to manage, and a single system to train technical employees and end users to use. A single IP network framework also offers graphical user interface (GUI)-based management for administrative tasks such as moves, adds, and changes tasks that previously required an expensive service call. Toll Bypass Charges Toll bypass enables companies that have a substantial inter-office long distance call volume to reduce monthly recurring charges with no impact in their business operations or on their network performance by routing these calls over the existing data network. Flexible Migration Path Unlike other solutions that require a complete replacement of the network infrastructure to adopt new features, support new applications, or grow to sufficient scale, the Cisco IP Communications solution offers flexibility for organizations migrating to integrated solutions. Enhanced Communications and Productivity IP communications solutions provide companies with applications that ensure a more sophisticated and streamlined communications experience, while providing timely access to information and resources resulting in increased productivity. IP communications solutions enable companies to tailor applications and information to take advantage of the convenience and mobility that is inherent in every IP phone. Companies can make an interactive directory available to customers right over the phone, freeing receptionists and operators by reducing the number of interoffice transfers. Or they can use their phones to convey time-sensitive business information such as price changes or back-order situations that impact all employees. Employees on the move can program their phone so that the most important calls from key customers are forwarded to reach them no matter where they are. Or less critical calls could go directly to voice mail when an employee is in a meeting. Employee mobility IP communications enables employees to be productive no matter what office or location they are working from. By taking their phone with them, all incoming calls and all features (such as speed dial, ring, volume preferences, and voice mail) are immediately available as soon as a user plugs the phone into any port in the network. A softphone option can also be used in which a teleworker or remote access user could use a software agent on a laptop. 4

Telephony applications These applications enhance employee productivity, support collaboration, and improve customer responsiveness. Examples include: Cisco Contact Center solutions use converged IP networks to perform traditional contact center functions and deploy new applications that integrate voice, data, and other resources. For smaller, single-site contact centers, Cisco offers Cisco IP Integrated Contact Distribution (ICD), which answers incoming calls and then routes callers to the appropriate agent. And the Cisco IP Interactive Voice Response (IP IVR) application lets callers directly interact with company databases via touchtone service or speech recognition, to check on account balances, order status, recent transactions, and other customer information. Cisco IP Auto Attendant helps businesses handle incoming calls more efficiently and cost-effectively, automatically answering calls, welcoming callers, and enabling them to transfer to an extension, access a directory by name, or speak with an operator. Cisco IP Auto Attendant enables callers to rapidly reach the person they are looking for, while freeing receptionists and operators to provide more personalized service to customers who need it. Cisco Unified Communications solutions unite personal productivity management tools, including Cisco Unity unified communications and Cisco Personal Assistant, to increase productivity and enhance customer care by providing an unprecedented level of communications control. Cisco Unity unified communications supports powerful unified messaging, with e-mail, voice, and fax messages sent to one inbox; and intelligent voice messaging. And Cisco Personal Assistant lets employees manage how and where they want to be reached. Employees can link their calendars with a server, and then customize call screening and forwarding features so they do not miss important calls. Extended Markup Language (XML) applications integrate phone systems with back-end database systems for sales and marketing, new service creation, finance, legal, and technology operations. For example, an XML application displayed on an IP phone could immediately alert employees about pricing changes, or provide up-to-date stocking information. IP communications treats voice as just another type of network traffic. To meet the unique requirements of voice traffic, the Cisco IP Communications system includes quality-of-service (QoS) features such as classification, queuing, and traffic shaping, to give voice traffic priority over less time-sensitive traffic. Improved customer care IP communications solutions play a critical role in optimizing customer service by offering customers and partners self-service options using the phone. Unified messaging consolidates voice, e-mail, and fax messages into a single inbox accessible from any location, at any time. And Cisco contact center solutions enhance customer support with multimedia customer interaction technologies that allow agents to better assist customers. 5

The Cisco Advantage Cisco enables small and midsize businesses to quickly begin realizing the many benefits that an IP communications solution can offer. Unlike other vendors, Cisco offers a complete IP communications solution with a broad product portfolio that can be used to tailor a system to the needs of the individual company, whether it is planning for a future IP communications installation, extending the life of an existing PBX, or outfitting a new office. The leader in IP communications, Cisco offers a unique combination of industry-leading products, expertise, and service and support. Considerations for Implementation IP communications solutions can benefit businesses of all sizes, in any industry. Before implementing an IP communications solution, companies should consider the following questions: Expenses What are your current expenses in telecommunications and data? What is your total cost of network ownership? What are your ongoing expenditures for interoffice calling, LAN administrative and equipment costs, and service for phones, PBX, and peripherals? In the future, how much do you expect costs to increase? Is your PBX lease expiring soon? How much does your company spend on its ongoing network maintenance service plan, equipment leasing, and finance costs? How often are you forced to pay for expensive service calls for routine tasks? Phone usage What role does phone communication play in your business? How are calls transferred to users throughout your company? How do you keep track of and maintain employee extension lists? How many locations, employees, partners, and customers must retrieve messages? How do customers and partners participate in phone communications? Do employees in remote offices have the same access to voice applications as t hose at headquarters? Can employees perform tasks such as forwarding voice mail between offices? Do customers have adequate access to mobile employees? Does your company depend on call and contact centers or telephony-based applications? Traditional equipment Are you supporting separate voice and data infrastructures at your organization? Is your existing voice and data networking equipment meeting your company s needs? Are you planning equipment upgrades or new purchases? Can you scale or easily upgrade your existing equipment? 6

Designing an IP Communications Network Architecture A well-planned IP communications solution should consist of standards-based, fully integrated components that can enable companies to protect their existing investment, while adding new features and applications to the network as the business evolves. Cisco IP Communications solutions are built to interoperate with existing time-division multiplexing (TDM)-based systems and applications, so organizations can move as quickly as they want to full IP communications while respecting their existing technology investments. As a result, companies that embrace IP communications can promote greater levels of workforce collaboration, exceed customer expectations, and reap the full benefits of convergence much sooner while setting themselves apart from the competition and realizing greater revenue. Businesses can refer to any of three basic architecture types to design their network, depending on the structure of the business and the number of sites they plan to support. For individual businesses, a single-site architecture is generally most appropriate. For larger organizations, multi-site architectures with centralized or distributed call processing or a combination are typically a better fit. Each of these three end-to-end IP communications solutions comprises five major components to meet the needs of the business requirements: Converged IP network infrastructure This category includes switches with inline power, routers, and other network components such as gateways, security solution, services, and software. Integrated networking platforms that combine call processing, multiservice routing, and voice applications are easy for small businesses to deploy and manage. For companies that have been planning for an IP communications migration, the Cisco MCS 7800 Series of media convergence servers offers a high-performance server platform for voice, video, and integrated data that is cost-effective and easy to deploy. And the Cisco ICS 7750 Integrated Communications System delivers call processing, multiservice routing, and voice applications within a single system that provides ease of management and superior call-processing functionality. Integrated platforms can be added to an existing data network immediately, and then easily enhanced as needed to support additional IP communications applications. Endpoint devices, such as IP phones that connect to a converged IP network, enable users to place phone calls as quickly and easily as they would using a traditional phone and with the same reliability of traditional circuit-switched phones. 7

IP phones, such as the Cisco 7905, 7910, 7935, 7940, and 7960 IP phones can be managed just like any other network device, making it easy to perform moves, adds, and changes with minimal staff, and saving money on network administration. They deliver high-quality voice communication and feature LCD display screens to support advanced IP communications applications. Cisco IP phones can be plugged into the network from any location, a conference room, a new office, or even at home, and will immediately begin supporting programmed call functions. Calls will follow the user in the same way that e-mail is delivered to the laptop, regardless of geographic location. Telephony applications discussed previously, such Cisco Unity unified messaging, Cisco IP Integrated Contact Distribution (ICD) contact center applications, Cisco Auto Attendant, Cisco Multimedia Conference Manager, Cisco Personal Assistant, the Cisco SoftPhone, Cisco Emergency Responder, and Cisco IP IVR applications enhance employee productivity, support collaboration, and improve customer responsiveness. Call processing Also known as a call agent, Cisco CallManager Software extends enterprise telephony features, such as desktop conferencing, music on hold, call parking, and multiple line appearances to the converged IP network, while providing support for applications such as unified messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response systems. Management software Management software, such as Cisco ICS System Manager and Cisco IOS Software, delivers intelligent network services support for IP applications, from basic connectivity, security, and network management to advanced network management and traffic optimization services. The Cisco IP Communications solution provides support for complete security in several ways. It offers physical security for restricting physical access to important application servers and network components, and network access security to prevent hostile logins or attacks. Single Site For an individual business, the most appropriate IP communications model is called a single-site architecture. The architecture can scale to accommodate the needs of an unlimited number of sites, and is easy to integrate with traditional systems. Calls between sites go on the data network, allowing companies to reduce recurring expense by reducing the number of leased lines from the phone company and utilizing the existing data infrastructure. Dial Plan The dial plan for the individual business model is the simplest, compared to other deployment architectures. Its simplicity is primarily due to the reliance of the model on the public switched telephone network (PSTN) for all calls off the network. However, dial plans for a single-site architecture do perform several important functions, such as providing different classes of service along with support for calling restrictions, security, and emergency response services. For example, in case of emergency, the Cisco Emergency Responder can correctly identify the caller s location to a 911 dispatcher. The Cisco CallManager dial-plan architecture can handle the following types of calls: Internal calls to Cisco IP phones registered to the Cisco CallManager Internal calls to Cisco gateways, analog phones, or to an integrated PBX External calls through a PSTN gateway or to another Cisco CallManager over the IP LAN Voice, Fax, and Modem Gateways For each IP communications configuration, access to other voice networks is provided by a gateway. Companies should choose a gateway based on their requirements for voice, fax, and modem communication, analog or digital access, and signaling protocol type. Gateways may also be required for a non-ip voice-mail system. 8

Putting the Solution Together Designed for easy moves, adds, and changes, the single-site deployment model has a Cisco CallManager at each company site. Each site running IP communications should also have a switched Ethernet infrastructure. Because of its real-time transmission requirements, IP telephony has strict requirements in terms of loss, delay, and delay jitter. To meet these requirements, the switches and routers throughout the network take advantage of the QoS and intelligent-network-services functions embedded in Cisco IOS Software. A single-site architecture may utilize the following equipment, depending on the size of the deployment: Cisco ICS 7750, which can support Cisco CallManager, voice gateways, routing, Cisco IP ICD, Cisco IP IVR, and Cisco Unity unified messaging, voice mail, and Cisco Auto Attendant all within the same chassis; another alternative for individual businesses is the Cisco MCS 7825 or 7835 series of media convergence servers to run Cisco AVVID (Architecture for Voice, Video and Integrated Data) applications such as Cisco CallManager Cisco LAN switches such as the Cisco Catalyst 4000 Series, Cisco Catalyst 6500 Series, and Cisco Catalyst 3500 Series switches (with 8 MB of RAM and inline power) Cisco IP phones 7960 and 7940, which can provide support for XML productivity applications, and Cisco IP phones 7910 and 7905 Voice, fax, and modem gateways, such as: Integrated H.323v2 gateways running Cisco IOS Software Multi-Site Centralized Call Processing For businesses with several smaller remote sites, a multisite centralized call-processing architecture provides the needed additional scalability and support. The multiple offices are connected to one another over an IP WAN. This type of deployment is better suited to businesses with several sites, including retail stores or bank branches, sales offices, remote offices, or manufacturing sites. The primary advantage of the multisite centralized call-processing model is its ability to centralize call processing and applications. The remote sites rely on the centralized Cisco CallManager to handle their call processing. This reduces the equipment required at remote branch locations, eliminating the administration and maintenance of multiple PBXs or key systems used in a traditional phone system. Applications such as voice mail and IVR systems are often centralized as well, a setup that can also help reduce cost of ownership and network administration. Another advantage is the complete WAN connectivity of all business sites, which enables companies to save money and simplify long-distance contract services through toll bypass when placing interoffice phone calls over their network. In the rare event of an IP WAN failure, remote branch sites can take advantage of the survivable remote site telephony (SRST) feature available for Cisco IOS gateways. This feature provides the IP phones at the branch offices with basic call-processing functionality for redundancy. If the centralized call-processing approach is used, there is no need for PBX equipment at the remote branches. However, Cisco IPC solutions are interoperable with traditional PBX technology, allowing for a smooth migration path. Media Gateway Control Protocol (MGCP)-based gateways Standalone (Cisco VG200 Gateway) or integrated (foreign exchange station [FXS] and foreign exchange office [FXO] ports on Cisco 2600 and 3600 series routers) Digital-signal-processor (DSP) resources for conferencing, which can be provided by Cisco Catalyst 6000 Series switches or the Cisco Catalyst 4000 Access Gateway Module 9

WAN Connectivity Midsize businesses can choose from a variety of WAN connectivity options, depending on their needs and the network equipment that they may already have installed. Some of the options include: Leased lines Frame Relay Asynchronous Transfer Mode (ATM) ATM or Frame Relay Service Interworking (SIW) Routers that reside at the WAN edges require QoS mechanisms, such as priority queuing and traffic shaping, to protect the voice traffic from the data traffic across the WAN where bandwidth is often scarce. Dial Plan The centralized call-processing deployment model allows for a relatively simple dial plan that resides mainly within Cisco CallManager. The Cisco CallManager located at the central site must be able to handle three types of calls: Intra-cluster calls between IP phones within the Cisco CallManager cluster (possibly at different locations) Intra-cluster calls do not require any special dial-plan configuration, and all devices are registered with the same Cisco CallManager. The Cisco CallManager determines if the call succeeds, if the called party is busy, or if there is not enough bandwidth to reach the called party. Inter-cluster calls between Cisco CallManager clusters Inter-cluster calls can be made using the H.323 protocol and can use alternative routing, including routing calls to the PSTN. If the remote cluster is connected over a WAN, a gatekeeper is required for call admission control. PSTN calls through a local gateway at each site PSTN calls can be made at each site using the same access number. Putting the Solution Together A multi-site, centralized architecture for midsize businesses uses a similar set of products as single-site architectures, including: Cisco ICS 7750, which can support Cisco CallManager, voice gateways, routing, Cisco IP ICD, Cisco IP IVR, and Cisco Unity unified messaging and voice mail, all within the same chassis Cisco MCS 7825 or 7835 servers to run Cisco AVVID applications such as Cisco CallManager Cisco LAN switches such as the Cisco Catalyst 4000 Series, Cisco Catalyst 6500 Series, and Cisco Catalyst 3500 Series switches (with 8 MB of RAM and inline power) Cisco IP phones 7960 and 7940, which can provide support for XML applications, and Cisco IP phones 7910 and 7905 Voice, fax, and modem gateways, such as Integrated H.323v2 gateways running Cisco IOS Software MGCP-based gateways Standalone (Cisco VG200) or integrated FXS and FXO ports on Cisco 2600 and 3600 series routers) DSP resources for conferencing, which can be provided by Cisco Catalyst 6000 Series switches or the Cisco Catalyst 4000 Access Gateway Module Multi-Site Distributed Call Processing For larger businesses that are distributed across several sites, a multisite distributed call-processing architecture is most appropriate. All the sites are connected to one another over an IP WAN, and each site has its own call-processing agent. The model can scale to accommodate hundreds of sites, and is ideal for companies with many offices scattered nationally or even globally. Depending on its specific needs, a business may wish to use a hybrid call-processing model. Cisco CallManager can interoperate smoothly with existing PBX systems, providing organizations with additional options to tailor and scale the system as they grow. One advantage of this model is the ability to utilize the IP WAN for voice calls, thus saving on national and international toll charges. The model also lets companies use the IP WAN for other applications when less voice traffic is traveling over the network, improving bandwidth performance. 10

Distributed call processing allows each site to be completely selfcontained. If an IP WAN fails, there is no loss of call-processing service or functionality companies simply place calls between sites over the PSTN. WAN Connectivity Larger businesses can choose from a variety of WAN connectivity options, depending on their needs and the network equipment that they may already have installed. WAN QoS is especially important for these larger organizations, running more voice traffic over the WAN compared to other architectures. Techniques such as voice priority queuing and traffic shaping help the WAN provide low delay and minimal distortion for voice traffic. Dial Plan A unified, scalable dial plan is important to the overall ease of use for larger business architectures. Distributed call-processing architectures can support three basic dial-plan types. Companies can create a dial plan that is configured completely in the call agent, much like a conventional PBX. Or they might choose to maintain their dial plan within the gatekeeper network, or a hybrid of both models. The gatekeeper dial plan model, which is maintained by a company s gatekeeper network, helps reduce configuration and administration overhead. In this model, each site uses a gatekeeper to return the IP address of the call agent at another site. To make a change to the dial plan, administrators simply change the gatekeeper configuration not every site. The hybrid model uses a combination of both call agent and gatekeeper call routing, combining the strengths of both models. The biggest advantage of the call agent model is that it provides better dial-plan customization capabilities. And the gatekeeper model greatly simplifies dial-plan configuration and administration for calling between sites. Putting the Solution Together A multisite, distributed architecture for larger businesses is built around the Cisco MCS 7800 Series or Cisco ICS 7750 Series platforms, which are designed to deliver the high performance and availability demanded by business networks cost-effectively, while supporting easy deployment. The architecture includes the following: Cisco ICS 7750, which can support Cisco CallManager, voice gateways, routing, Cisco IP ICD, Cisco IP IVR, and Cisco Unity unified messaging and voice mail all within the same chassis Cisco MCS 7825 or 7835 servers to run Cisco AVVID applications such as Cisco CallManager Cisco LAN switches such as the Cisco Catalyst 4000 Series, Cisco Catalyst 6500 Series, and Cisco Catalyst 3500 Series switches (with 8 MB of RAM and inline power) Cisco IP phones 7960 and 7940, which can provide support for XML applications, and Cisco IP phones 7910 and 7905 Voice, fax, and modem gateways, such as Integrated H.323v2 gateways running Cisco IOS Software MGCP-based gateways standalone (Cisco VG200) or integrated (FXS and FXO ports on Cisco 2600 and 3600 series routers) DSP resources for conferencing, which can be provided by Cisco Catalyst 6000 Series switches or the Cisco Catalyst 4000 Access Gateway Module 11

Summary The benefits of IP communications solutions are no longer reserved only for large enterprise companies. With its complete set of solutions tailored specifically for small and midsize businesses, Cisco can enable any organization to enjoy the cost savings, simplified management, and improved communication that Cisco IP Communications solutions deliver. Growing businesses no longer need to contend with limitations, escalating costs, and management headaches associated with multiple voice and data networks and traditional PBX systems. A converged IP communications solution can dramatically improve the productivity of network support staff, and it enables employees to respond to and manage voice and e-mail communications more efficiently. When a company is ready to move forward with new communications applications, the Cisco IP Communications solution supports unified messaging, IP IVR, automated attendant, and a wide array of XML applications. Best of all, the proven Cisco IP communications solutions for small and midsize businesses are available today. By deploying the appropriate architecture using the standards-based, end-to-end Cisco IP Communications solution, small and midsize businesses can quickly reap a substantial return on investment in the short term, and position themselves to enjoy continued benefits and return in the years ahead. Small and midsize businesses often see an immediate return on investment after deploying an IP communications solution. To optimize their solution, organizations should evaluate their IP communications system frequently, assessing areas where it has been most effective and exploring possible new applications or processes that could bring additional benefits to their company. The end-to-end Cisco IP Communications solution can be tailored to accommodate businesses of all sizes and industries, and is reliable, scalable, and easy to manage and support. With a flexible Cisco IP Communications solution in place, businesses are well positioned to easily accommodate new telephony initiatives in the future. 12

Appendix A: Product List The following products discussed in this guide can be part of an end-to-end Cisco IP Communications infrastructure: The Cisco ICS 7750 Integrated Communications System is a versatile IP telephony and services solution that supports call processing, voice applications, voice and fax gateway, and multiservice IP routing in an integrated platform. The modular system architecture enables expansion of call processing, routing capacity, and IP application services to deliver system availability and scalability. Cisco MCS 7800 Series media convergence servers are an integral part of a complete, scalable architecture for a new generation of high-quality IP voice solutions that run on large business networks. The Cisco MCS 7800 Series servers combine data routing with intelligent call handling and support for enterprise-level telephony. The Cisco 2600 Series Router is a modular access router that delivers enterprise-class versatility, integration, and power. The Cisco 3700 Series Router is a multifunction platform that combines dial access, routing, and LAN-to-LAN services and multiservice integration of voice, video, and data in the same device. Cisco Catalyst 2950 Series intelligent Ethernet switches are affordable, fixedconfiguration, stackable, and standalone devices that provide wire-speed Fast Ethernet and Gigabit Ethernet connectivity. Cisco Catalyst 3500 Series switches are a scalable line of stackable 10/100 and Gigabit Ethernet switches that deliver premium performance that is perfect for integrated voice, video, and data, along with manageability, flexibility, and unparalleled investment protection. Cisco Catalyst 4000 Series switches are modular, high-density, cost-effective switches that offer switched 10/100 and Gigabit Ethernet in the LAN, packet telephony, content networking, security, quality of service, and integrated WAN access functionality. Cisco CallManager is a software application that extends enterprise telephony features and functions to enterprise packet telephony network devices. Cisco 7900 Series IP telephones are standards-based communication appliances that can interoperate with IP telephony systems using Cisco CallManager technology or Session Initiation Protocol (SIP). 13

Appendix B: Deployment and Support Services Technology and Service Specialized Partners Technology specializations provide partners with training that covers presales, basic deployment, and post sales operational support. Partners become familiar with specific Cisco products relevant to the technology and focus on a minimum foundation of skills that partners need to define, deploy, and support the specific Cisco solution. Cisco Direct and Partner-Enabling Services Cisco SMARTnet technical support services augment the resources of your operations staff by providing them with access to a wealth of expertise, both online and via telephone, including the ability to refresh their system software at will, and a range of hardware Advance Replacement options. Cisco SMARTnet Onsite provides all services and complements the hardware Advance Replacement feature by adding the services of a field engineer, a feature that can be critical for those locations where staffing is insufficient or unavailable to perform parts replacement activities. For more information on Cisco SMARTnet support, visit http://www.cisco.com/warp/public/cc/serv/mkt/sup/ent/snet/. Advanced Service Cisco Total Implementation Solutions (TIS) offer a full range of implementation solutions, including project management; project engineering, configuration, staging, and rollout coordination; and correct installation and deployment. For more information on Cisco TIS, visit http://www.cisco.com/warp/public/cc/serv/mkt/sup/ent/tis/. 14

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