Cisco Unified Communications

Effective, Open and Collaborative Communications for

Organizations of All Sizes

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 1

Agenda

• Business Communications Market Environment

• Cisco Unified Communications Solution
• Cisco Services
• Cisco’s Partners
• Why Cisco?

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 2

Business Communications Market
Environment

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 3

 IP Telephony Drivers
Cost savings Is Commonly Cited as a
Demand Driver
Cost savings was cited by 84% (tied with the
need to standardize equipment); however,
productivity followed closely at 78%
An Increasing Number of Organizations
Believe IP Communications Gives Them
a Competitive Edge
Percent stating IP Communications makes
them more competitive
2002: 66%
2005: 74%
2005: 78%
Source: Sage Research IPC Productivity Report, March 2005
© 2006 Cisco Systems, Inc. All rights reserved.
For Most IP Communications Adopters
(86%), Productivity Benefits from IP
Communications Have Grown Since
Initial Deployment
When asked to select a statement todescribe the
productivity benefits realized from IP
Communications, 86%of the survey participants
reported productivity benefits have increased
since initial deployment (versus decreased or
have not changed since initial deployment)
The Strength of Employee Productivity
as an IP Communications Demand Driver
Is Growing
Percent rating employee productivity gains
important in decision to adopt IP
Communications
2002: 65%
Cisco Public 4
 Effective Communications

3
Communications
Experience
IP Communications Adoption

Convergence

2 Service
Convergence

1 Media
Convergence Network
Simplification
New
Capabilities

Through a New
OPEX Reduction and Delivers Experience
Integrated Security
Begins with and Applications
Your IP
Network

Movement Virtualization Applications

1997 2001 2006 2009

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 5

 Innovation Has Created Complexity
Communication
Devices and Apps …Unable to …Results in
Proliferating… Reach Delays and
Coworkers Missed
on First Deadlines
Try…
Daily 36%

6.4 Types of Devices

Monthly 22%

Daily 52%

…Have to Use
Multiple
Methods of
Impacting the Top
27% Traveling
1X Month Avg. Reaching and Bottom Line
Coworkers…
Employees
Increasingly Mobile… Source: Sage Research

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 6

 Today’s Communication Complexities:
Can Result in Ineffective Communications
Enterprise
Reality
Business Resilience
Services Enablement
Cost Reduction
Customer
Reality
Revenue
Customer Satisfaction
Efficiency

Employee
Reality
Productivity
Effectiveness
Efficiency

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 7

 Ineffective Communications Results in
Project Delays and Work Slow Down
“How frequently does a project get “What is the impact on the business
delayed due to difficulty in reaching when workgroups experience delays in
key decision-makers when needed?” reaching key decision-makers for
critical issues?”
It occurs a few It causes
times per some
quarter: 51% slowdown:
63%
We can generally
It seldom work around the
issue: 12%
occurs: 19%

It is not an
issue: 3%

It occurs on a regular basis It causes work to halt until the

(i.e., weekly or daily): 27% key decision maker becomes
involved: 27%

Base: 67 North American IT Decision-Makers

Source: Forrester’s March 2005 Next-Generation Communications Study
Source: Forrester Research

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 8

 Streamline Business Processes

Customer Calls Acct

Rep with a Question Account Rep Using Wireless, Logs
Before Placing an Answers with into Unified Personal
Order Cell Phone Communicator

Acct Rep Call

Uses Presence to Customer Provides
Locate Production Immediate Web, Agreement Viewed Info and
Manager Video and Audio by All Parties Receives Order

Speed Decision Making and Streamline Business

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 9

Cisco Unified Communications

Cisco Strategy: Create Solutions that Enable

More Effective Communications that Directly
Impact Businesses’ Top and Bottom Line

Effective Collaborative Open

Eliminate Applications that Standards-based,
communications enable user- Secure Systems,
complexity and controlled built into the
reach the right productivity Intelligent
resource the first anywhere, anytime Information Network
time with any device

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 10

 Cisco Unified Communications Solution

Business Business
Productivity Process Transformation

Collaboration E-Mail Calendar Audio-Conferencing Web Application

Security
IP Network
Video Voice Telephone Instant Contact
Conferencing Messaging Services Messaging Center
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 11
The Marketplace Has Shifted

• Market acceleration Total

Market
$B WW Enterprise
• Innovation has moved $16
Voice Market
to IP communications $14
$12
$10
$8
$6
$4
$2
$0
2001 2002 2003 2004 2005 2006 2007 2008 2009

Enterprise IP Telephony
TDM/PBX

Source: Synergy Research, June 2005

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 12

Cisco Unified Communications Solution

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 13

 A Comprehensive Unified Communications
Portfolio

A Complete Flexible, Resilient and Secure Suite

of Unified Communications Products that Scale
and Adapt to the Needs of Any Business

Applications Endpoints Call Control Infrastructure

• Workplace • IP Phones • Hosted call • Integrated
services • Wireless Phones control network
• Voicemail and UM • Cisco Unified infrastructure:
• Soft client
• Emergency CallManager Security
• Video Telephony
responder • Cisco Unified QoS
• Customer contact CallManager Availability
Express (part of
• Rich-media Integrated Management
conferencing Services Administration
Routers)

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 14

Cisco IP Communications
Advantages of Unique Systems Approach
Tight Integration of IP Communications Applications
and Cisco Infrastructure Enable All Components to
Work Together as an Effective System

Cisco Advantages
• Automated configuration reduces operating
expenses and speeds deployment
• IP Communications security integrated with
the infrastructure: Virtually no added cost
• Easily extend business resilience strategy
to IP Communications
• Open standards and innovation

Complete Suite of Integrated Applications

for Communication and Collaboration

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 15

Introducing the Cisco Unified
Communications System

• An open and extensible platform for

real time communications based on an
intelligent network:
Call Processing Intelligence
Presence Intelligence
Location Intelligence
• Rich-media communications
applications
A System that
Unified Enables Effective
Open and extensible Communication
from Your
• Tools to manage the entire portfolio Network

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 16

Improving Business Processes:
Networked Virtual Organization

Turning Multiple State

• Access to 200,000
state-wide health and Agencies Into One with
human services programs Customer Interaction
Network Agency
• Across 25 state-wide
independent agencies
• Seamless transition
between agencies for
the community
• Call routing and load
balancing for efficient
transparent access
• Economical staffing for
disaster response

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 17

New Transformational Services:
Creating New Revenue Opportunities
Creating New Revenue
• Generates advertising revenue Streams for Higher Ed
with XML Workplace
through the dormitory desktop Services
• Students have desktop access
to local merchants
• Enhances university’s
community presence
• Supporting local economic
development

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 18

Greater Customer Service
Flexibility

• Business Challenges
High total cost of ownership for voice communications
Maximizing productivity of globally
distributed workforce
Prepare for convergence of its voice, data and video networks by moving to
an IP-based communications network
• Solution
Cisco Unified CallManager with Cisco Unified IP Phones
Cisco Unity Unified Messaging
Cisco Unified MeetingPlace
• Results
Multi-million dollar annual savings from bringing global audio and video-
conferencing in-house
Ability to have fully secure web-based meetings with external customers and
partners
Less employee time spent setting up virtual conferences
Greater customer service flexibility through IP contact center virtualization
and teleworking

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 19

“A call center [Cisco IPCC] in North America can be
logged into a European call center, as though they
were sitting right on premise, across the IT
backbone. We now have the ability to virtualize our
teams, in contrast to the past where you would have
to be sitting actually on that campus to participate
in that agent pool.”

Steve Murphy,
NCR’s Director of Global Network Services

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 20

Cisco Unified CallManager and Unified
CallManager Express

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 21

Cisco Portfolio of Call Processing Products
Provide Solutions for all Market Segments

• Every customers’
needs are different,
the call processing
solution that will best
suits your company is
dependent upon your
requirements
Capacity
Applications
Telephony features
Deployment and
configuration

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 22

Flexible Deployment Options
Headquarters

Telecommuter

Rest of the
World
Cisco Unified CallManager
Gatekeeper/Applications
Road Warrior

Network

Cisco Unified Cisco Unified

Survivable CallManager FXO, FXS,
Remote Site Express and T1/E1, PBX
Unity Express
Telephony

Large Remote Site Small Branch Offices Legacy Site

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 23

 Feature Requirements and Number of
Phones Per Site

Required Telephony Features

Cisco Unified CallManager

Cisco Unified
CallManager
Express

Small Office/Branch Office Large Branch HQ

50 100 250 500 1000+

# of Phones per Site

Cisco Unified CallManager Express: Cisco Unified CallManager:

• Small Office Features: internal paging, • Enterprise-class feature set
intercom, shared-line appearances • Support for up to 30,000 devices at 1 or more
• Key System-like setup in “square locations with Call Admission Control (CAC)
mode”, where each phone shares • Remote phone (teleworker) with CAC
common config and all trunk lines
appear on line keys with direct access • Advanced applications: IP Contact Center,
• MeetingPlace, IP IVR, Extension Mobility
Router based solution—no server
• Server based solution

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 24

Cisco Unified CallManager Express
Open Platform for Interoperability,
Investment Protection, Innovation
• IP Telephony solution for 240 stations or less based on Cisco
Integrated Services Router
• Full-featured solution, that meets the needs of small
business, Enterprise branch office, or service-provider-
managed service
• Provides robust networking across sites using
H.323 or SIP
• Voice mail and auto-attendant with integrated Cisco Unity
Express or Unified Messaging with Cisco Unity
• Configure as PBX or Key Switch for easy adoption
by users
• Options include: Video Telephony, Tele workers, IP
Communicator softphone client, B ACD call routing,
SIP phone support plus integration with Cisco Unified
CallManager
• Centralized Fault Reporting using SNMP and Cisco Unified
Operations Manager

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 25

Cisco Unified Survivable Remote
Site Telephony

• New, open SIP enhancements

Basic SIP station-side support: Cisco Phones using
SIP Support; RFC3261 compliant features
Ability to act as SIP registrar/proxy in event of WAN
outage
SIP trunking enhancements
• Flexible deployment options
Unified CME with SRST fallback service
allowing for more telephony features during
survivability mode
Unified SRST support for Cisco Unity
• Extensible, scalable
Scales from 24 to 720 phones per router using
SCCP and 24 to 480 phones using SIP
SNMP MIB for fault reporting
Internetworking With Cisco Unified
CallManager 5.0

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 26

Resilience: Call Processing Availability with
Cisco Unified Survivable Remote Site Telephony

Remote Sites Remain Available with Cisco Unified

SRST

Links Links
Failed Failed

Intra-Cluster
Communications

Central Unified Central Unified

CallManager Server CallManager Server

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 27

Cisco Unified CallManager
IP Communications System Offering
Industry Standards and Choice of OS
• IP Communications system for up to
30,000 seats
• Full-featured system set for all customers
• Extensive protocol support for network and
device interoperability, including SIP, H.323,
MGCP, and SCCP
• Support of SIP-based 3rd Party devices
• Administration GUI for provisioning,
Command Line Interface for installation and
monitoring
• XML Application integration to enhance end
user productivity
• Centralized Fault Reporting using SNMP
and Cisco Unified Operations Manager

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 28

Cisco Unified CallManager

• Enhanced services and application delivery

Native Line-side SIP support for SIP devices and
applications
SIP trunk-side
Presence enablement
• Intelligent Media Bandwidth Reservation using
RSVP Agent
• Available on Appliance Model today for
simplified deployment and management; also
available on Windows Operating System
• Support for 22 languages

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 29

 Integrating SIP into Call Processing

Existing Cisco Features New SIP Features

SIP Routing
Cisco Call Processing
Presence
Server
SIP
Registrar

3rd Party CTI

Apps Core
Media Control SIP
and Features
Unified M
Phantom, Server
IPMA, QRT,
CER, PA
etc Gateways
Conference
Server
SCCP Phone
…
Registration SIP Phone
Registration Interoperability with IETF SIP Standards
Compliant Phones (RFC 3261)

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 30

Presence Awareness

• What is “Presence”
Information about a person’s
willingness and availability to communicate
• Examples of presence in action today
IM “Buddy List” status indication
“Busy” tone on traditional phone
Contact Center Agent status
• Publish/Subscribe
Clients publish presence information to other users
who are called subscribers
• MPOP, Federation and “Presence by
Observation”
Combining presence information from multiple
devices and making this information available for
other applications

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 31

 Cisco Unified Presence Server

Traditional Dual Mode Cisco Unified IP Mobile Phone Mobile Data Cisco IP
Phone Phone Phone with Browser with Browser with Voice Communicator

Effectively Connecting Devices…

3rd Party
Presence/
Clients SIP Cisco
SIP Cisco Unified
and Network
Clients
SIMPLE Presence Server
Services

…to Intelligent Services in the Network…

Cisco Unified Cisco Unified
Location Cisco Unity Cisco Unified MeetingPlace CallManager Cisco Unified
Services Connection Contact Center Express Express CallManager

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 32

Cisco Unified Presence Server

• Provides enhanced user-based Presence Available

Q2 CY06
capabilities
Acts as the infrastructure for Cisco Unified
Personal Communicator and IP Phone
Messenger
• Enables rapid Presence application
development
Masks the intricacies of Presence and data
collection from the Presence applications
• Supports standards to facilitate greater
application functionality and choice
Supports both Cisco enterprise products and
SIP/SIMPLE networks to provide rich Presence
services

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 33

Cisco Unified IP Phones

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 34

 Continuous Development In Endpoints

Cisco Unified IP Phone Cisco Unified IP Phone

7985G
7970G/7971G-GE
Cisco Unified Video
Advantage

Cisco Unified IP Phone

7960G/7961G/7961G-GE
Cisco IP Communicator
Cisco Unified Wireless
IP Phone 7920
Cisco Unified IP Phone
7940G/7941G/7941G-GE

Cisco ATA 186/188

Cisco Unified IP Phones
7905G/7912G/7911G Cisco VG248 Analog
Phone Gateway
Cisco Unified IP Phone
7902G
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 35
 Newest Additions to the
Cisco Unified IP Phone Portfolio
Additional
List Price

Enhanced IP
Existing Portfolio Phones Executive

of Best-Selling IP
Phones Enhanced Cisco Unified IP
Manager Phone 7970G
Manager

Enhanced
Cisco Unified Business Cisco Unified IP
IP Phone 7961G
Phone 7960G Enhanced
Business Enhanced
General Power and
Purpose Data
Cisco Unified IP Throughput
Cisco Unified Phone 7941G Options
Basic Enhanced
IP
Applications
Phone 7940G Cisco Unified IP
Phone 7911G Capability
Cisco Unified Unicode Support for
IP Asian Localization
Phone 7912G
Features
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 36
 Standards-Compliant SIP Phone Support in
Cisco Unified CallManager
Cisco Unified CallManager and
Unified CallManager Express

Cisco Unified IP Phones 3rd Party SIP Phone Cisco Unified IP Phones
Running SCCP (RFC 3261 Compliant) Running SIP
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 37
 Cisco Unified
Communications Applications:
A More Effective Way
to Communicate

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 38

Cisco Unified Communications
Applications

• Unified Communications clients

Powerful productivity tools

• Messaging
Improving employee productivity
and customer satisfaction

• Conferencing for collaboration

Making remote meetings as
natural as face-to-face interactions

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 39

 Cisco Unified Communication Clients

Cisco Unified
Personal
Communicator
Cisco IP
Communicator
+ Cisco Unified
Video Advantage
Cisco IP
Communicator
Telephony Focused Rich Media/Unified Interface
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 40
Cisco Unified Communication Clients

Cisco IP Communicator
Easy to use
Expanded receiving call capabilities
Expanded dialing capabilities
Support for Cisco Unified Video Advantage 2.0
Easy to manage

Cisco Unified Video Advantage

Centralized configuration, call
control and management
Cisco IP Communicator 2.0 for
mobile video telephony
Enhanced user interface

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 41

 Cisco Unified Personal Communicator
Powerful Productivity Tools in a Single Cisco Experience

Unified Presence Server

Presence State, Services
CallManager 5.0
IP Communications System

• Intuitive user interface

Unity Connection • Presence-enabled MeetingPlace Express
Intelligent Voice Messaging Web Conferencing
• Call, collaborate, escalate
• Desktop video calling

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 42

New Unified Communications
Desktop Client

Available
Q2 CY06

Cisco Unified Personal

Communicator
• Intuitive user interface
• Presence-enabled
• Call, collaborate, escalate
• Desktop video calling

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 43

 Messaging:
Improving Employee Productivity and
Customer Satisfaction

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 44

 Messaging Choices

TDM
Messaging PBX Net- Redun-
Product Users Type Platform Integr. working dancy

Cisco Unity Less than 250 Voice Mail and Router No Yes No
Express Integrated Based
Messaging

Cisco Unity Up to 1500 Voice Mail and Server Yes No No

Connection Integrated Based
Messaging

Cisco Unity 7,500 per Voice Mail, Server Yes Yes Yes
server Integrated Based
Messaging and
Unified
Messaging

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 45

Cisco Unity
Premier, Enterprise-Class Messaging
Platform for Multi-Site Deployments
• Provides voicemail, unified messaging and
integrated messaging options
• Ideal for multi-site, networked deployments
• Scales to support 96 ports and 7500 users
per server, networked to support up to
250,000 users
• Powerful capabilities to ease migration to
IP communications
• Useful features to facilitate Octel and Nortel EOL
system replacement
• Global solution with support for over
30 languages
• Combine Cisco Unity 4.X and Cisco Unity
Express deployments—A powerful option for
large, distributed Enterprise customers

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 46

Cisco Unity Connection
Simple, Easy-to-Install Voicemail System for
Single Sites
• Supports up to 72 ports, • Powerful voice user interface
1,500 users on single server Speech navigation for
• Integrated messaging to receive voicemail browsing
voicemail in email clients Speech-enabled
directory dialing
• Installs in ~one hour
Text-to-speech technology
• Multiple language support
• Personal call transfer rules
Australian English, European
French, French Canadian, Based on: time-of-day,
German, Japanese, UK English, caller ID, calendar
and US English
Forward calls to single number or
series of numbers
Select which calls to accept in real
time

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 47

Cisco Unity Express

• Autoattendant and voice-mail system for the

small and medium offices and distributed
enterprise locations
• Supports Cisco Unified CallManager or
Cisco Unified CallManager Express deployment
scenarios
• Modular Choice of Network Module or Advanced
Integration Module for complete flexibility Key Benefits:
• Cost-effective—Specifically
• Supported on broad range of Cisco routers— designed for the SMB or
industry leading Cisco 2800 and 3800 series and branch office
widely deployed 2600XM and 3700 series • Application integration—
Fewer devices to manage
• 12 to 250 mailboxes, 6 to 16 ports • Intuitive user interface—Uses
same menu and prompts as
• VPIM Networking with Cisco Unity Express or Cisco Unity
Cisco Unity • Investment protection—
Increase mailbox capacity via
simple software upgrade
• Localized for global deployments—13 languages
• Broad range of configurations
• SNMP agent for remote monitoring, data collection and scale
• Feature velocity—High feature
and trap management velocity to meet market and
customer needs quickly

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 48

 Rich-Media Conferencing:
Makes Remote Meetings as Natural
and Effective as Face-to-Face
Interactions

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 49

Cisco Conferencing Solutions
Improve Productivity and Reduce Costs

• Personal productivity—saving time

Simple to setup, attend and manage virtual
meetings
Effective conferencing—
whenever and wherever
• Streamline business processes
Accelerate projects, speed decisions
Improve sales and support effectiveness
• Further improve return on investment
Significant percentage of IP
Communications TCO reduction

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 50

 Cisco Conferencing Solutions
Cisco Unified
Video Conferencing
Enterprise

New! • Video telephony Cisco Unified

>1500

• Rich media MeetingPlace

• IP videoconferencing
• Integrated voice web and video
conferencing
Cisco Unified • Scaleable for global
deployments
MeetingPlace • Advanced meeting management
Express • Advanced web conf.
• Voice and web conf. • Outlook and Notes integration
Commercial

• Meeting • Recordings (voice and web)

• IP phone integration
<1500

management
• Additional localization
• IP phone integration
• Managed solutions options
• Localizations
• Recordings (voice)

Capabilities

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 51

 Cisco Unified MeetingPlace
Fully Integrated Voice, Web and Video Conferencing

• Fully integrated with Outlook, • Deployed on-network for cost

Notes, email, directory services, savings, application integration
IP phones and security
• Accelerate projects, speed • Scalable to thousands of
decisions and sales support concurrent users

2005
Who’s Sharing Results
Who’s Speaking

Who’s Attending
How Attending Movable,
Sizable Video
Window

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 52

Cisco Unified MeetingPlace Express
Voice and Web Conferencing Solution
• Simple, powerful functionality
New!
Extensive voice conferencing
capabilities
Control meetings and share content
from Web
Simple setup and attend from Web
and phone
• Simple to deploy and manage
Single-server, Linux-based software
Install in ~one hour
• Ideal for mid-sized organizations
20-120 concurrent users
• Additional language support H2CY06

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 53

Cisco Unified CallManager Express with Cisco Unity Express
Meet-Me Multicast Conferencing Capability

• Increase business productivity

with Meet-Me voice conferencing
Supports 20 to 96 Users
Accessible

• Protect investments while

reducing costs
Uses existing technology in unique
configuration to deliver high density
Meet-Me conferencing
Reduces multi-party
conferencing costs

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 54

Cisco Unified Videoconferencing

• Full Suite of Video Conferencing Options

Cisco IOS Gatekeeper/IP-IP Gateway
Cisco Unified Videoconferencing MCU 3540 Multi-Function Modular or
Cisco Unified Videoconferencing MCU 3511
Single-Function Compact
Cisco Unified Videoconferencing 3521, 3526 Gateways
Cisco Unified Video Advantage
Cisco Unified IP Phone 7985G
Cover small to large group conferencing needs
• Applications
Face-to-face ad-hoc meetings
Team meetings
Distance learning
Customer service—video agents
Telemedicine—remote consultation
Human resources—remote interviews
“Virtual” experts

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 55

Cisco Mobility Solutions

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 56

Inside the Enterprise Mobility
Cisco Unified Communications
Mobility Solutions
• Cisco Unified CallManager
extension mobility
• Cisco IP Communicator
• Cisco Unified Client
• Cisco Unified MeetingPlace conference
and collaboration
• Cisco Unity Voice Messaging
• Cisco Unified Wireless IP Phone 7920

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 57

Mobility Outside the Enterprise
Continuous Productivity All
the Way to Your Destination
• Mobile Connect
• Dual-mode wireless/cellular handset

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 58

Cisco Mobile Connect

• Extends desktop IP phone to existing

cellular handsets
Allows voice call continuity inside
and outside office up to four
external clients
Preserves enterprise call
coverage services
• Flexible administration options
Provisioning allows for full administrator
control or flexible
user self administration
(Web/TUI)
• Supported on Cisco Unified CallManager
4.x and 5.0

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 59

Nokia Dual Mode Solutions
for Enterprise

• Nokia is developing an SCCP client on Available

Fall ’06
their dual-mode Nokia E-series devices
Available Fall, 2006
• User manually selects network E60
In WLAN, operates as an IP Phone
with Cisco Unified CallManager
feature access
In public GSM network, operates as an
GSM cellular phone with features offered
defined by the GSM carrier
• Couple with Cisco Mobile Connect E61
application to provide flexible enterprise
forwarding/screen services
E70
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 60
Cisco Unified Customer Contact
Overview

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 61

Cisco Unified Customer Contact Products

Cisco Customer Contact Products

Target Markets Self Service Assisted Service

TDM IP TDM IP
Cisco
Cisco
Unified
Unified
Contact
ICM
Service Center
Cisco Unified Hosted
Hosted
Provider Customer
Voice Portal Cisco
Cisco
Unified
Unified
Contact
Enterprise ICM
Center
Enterprise
Enterprise

Cisco

SMB
. Cisco
Unified . Unified
Contact
IP-IVR Center
Express

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 62

Cisco Unified Contact Center Express

• Contact center in a box

Fully integrated ACD, CTI and IVR
Support for Cisco Unified
CallManager 5.0

• Entire solution on one server

• Virtual contact center

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 63

Cisco Unified Contact Center Enterprise

• ACD, CTI and IVR

Skills-based routing
Enterprise reporting
• Support for multi-site environments
Converged voice and data network
Geographical independence
• Blended agents
Email, Web, outbound, universal queuing
• Mobile agent solution
Agents can now log-on from any device (cell
phone, hotel, home)
Agents can select the number they want to receive
ACD calls on
• Enterprise expert
Non-typical contact center agent
Doesn’t require agent desktop or log-in

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 64

Cisco Unified Contact Center Hosted

• Enables service providers and large

enterprises to deploy a contact center platform
in their network
Providing contact center services to multiple
subscribing customers or departments
• Service provider hosts the contact center
infrastructure which is shared by multiple
business customers
ACD capability, Network IVR and IP telephony
services 0 25 50 >500
Number of Agents
• A logical extension of a voice providers
service portfolio
• Provides a configurable level of administration
control to the subscribing enterprise customer

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 65

Cisco Unified Customer Voice Portal

• Virtualized existing Contact

Center investment (no forklift
upgrade)
Legacy ACDs
CRM/CTI solutions
Speech recognition capabilities

• Deploy automated speech

self service
Standards-based VoiceXML
Integrate with existing web
infrastructures

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 66

Cisco Unified Customer Interaction Analyzer
New Approach to Analytics

• Turn unstructured call and self-service content into

structured, usable customer data
• In order to create a “complete” picture of each
interaction, the Cisco Unified Customer Interaction
Analyzer Application draws from multiple data
sources
Customer conversation stream
CSR conversation stream
Telephony events
IVR conversation stream
IVR logs
Customer databases
• Identifies patterns in key interactions variables
Call type/categorization—why has this customer called
in?
Customer state of mind
CSR connection to the customer
Call handling effectiveness

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 67

 Cisco Unified Customer Interaction Analyzer
Extracting Value from Interactions

Today
All Calls All Calls + IVR + Web

</=1% >/= 99%

Random Calls Trash Customer
Interaction
Analyzer

Subjective
Manual
Scoring
Customer Customer
Self Service QA and CSR
Service Satisfaction
Analysis Compliance Coaching
Analysis Reporting
CSR
Coaching

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 68

Cisco Unified Contact Center
Web Apps, Business Rules,
Speech-Enabled Routing Logic,
• Shared applications/services Self Service Treatment Engine,
Reporting
• Hosted anywhere on network
• Distributed services and end points
• Standards-based interfaces
Agents
Voice/Data
Network

Internet CRM
V

Telephony
Gateway
PSTN Mobile Agents
Cisco Unified
Knowledge Workers
Departmental Care Groups CallManager

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 69

Managing the Cisco Unified
Communications System

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 70 70

Operations Manager and Service Monitor
Cisco Unified Operations Manager Manager
of
• Real-time view of IPC solution Managers

• Alerting and diagnostics

• Phone inventory reporting Cisco Unified
Service
Operations
Monitor Manager

Service Monitor Cisco Unified

• Real-time voice Service
quality alerting Monitor

• MOS scores and details

• Archival of historical
call quality
Cisco 1040 Sensors

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 71

Cisco Unified Operations Manager

• Support for entire Cisco Unified Communications

Solution (including gateways, routers and
switches)
• Actionable, service-level views of full unified
communications deployment
Correlation of device and IPC application fault status to
endpoint and service availability
Service-level reports

• SIP support
Discovery and monitoring of the registration status of
SIP phones
Synthetic testing of SIP phones; IOS IPSLA tests using SIP
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 72
Cisco Unified Operations Manager 1.1

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 73

Cisco Unified Service Monitor

• A two-component solution that monitors, evaluates, and

reports on the quality of voice of active calls:
The Unified Service Monitor software component that is used to
manage the sensors and to evaluate incoming QOV data
The Cisco 1040 Sensor, which is used to evaluate active calls
• Increased scaling, supporting up to 50 sensors per server
• Support for entire Cisco Unified Communications Solution
• Offered as a standalone product as well as part of cost-
effective bundles that include the Unified Operations
Manager, which can meet the needs of most customers, right
out of the box

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 74

Bringing It All Together:
Making Unified Communications Work
Collaboration
Mobility
Unified Messaging
Video
The Part You See
IP Telephony
Customer Contact

Intelligent
Network Access LAN Switching
Control
Home Net Dynamic User
Video Association Tracking
Carrier
Auto VLAN Softswitch Storage

Firewall Secure VPN Access Remote The Part You

WiFi Networking Management Don’t See:
Host Intrusion
The Intelligent
Dynamic Device Seamless
Discovery Mobility Protection Information
Enhanced Auto QoS
Network
Power Management Enables
Intelligent
Traffic Routing
Integration

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 75

 An Integrated System Extends
These Benefits Enterprise-Wide

Advanced IP Comm Management Wireless Storage Security

Technology
Features Advanced Technologies

Integration Greater Better Faster

Lower Cost
Benefit Reliability Performance Deployment
and Security

Foundation Routing Optical Switching

Technology
Features Integrated Network Foundation

Across All Business Locations

Supplier Partner Headquarters Branch Home Worker

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 76

Securing Unified Communications

Part of an Overall
Security Strategy

Applications
Internet
Network Desktops

Application
Messaging
End Points
Application
Cisco Unified Gateway IP Phone
CallManager
Infrastructure Cisco Unified
CallManager

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 77

Cisco Services

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 78

 Services: New Systems-Level Services Offered
with or Through Cisco Channel Partners
Cisco Planning and Design Cisco Optimization
New Service Bundle New Service

New Cisco Essential Operate Services

SMB Support Assistant

SMARTnet*

SAS/SASU*

Prepare Plan Design Implement Operate Optimize

*Availability Limited to Products Like CallManager Express or Unity Express

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 79

Cisco’s Partners

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 80

Cisco Technology Developer Program
Multiple Levels of Partnership
• SIP Verified Program
Independent SIP endpoint verification
Vendors register and test through 3rd
party to verify SIP interoperability

• Full Technology Development

Partner Program
RIM Blackberry 7270
Wireless Handheld

• SolutionsPlus Partner Program

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 81

New SolutionsPlus Partners Extend the
Cisco Communications Solution

• Cisco Go-to-Market program that puts 3rd party products on the

Cisco price list
• Existing
Berbee Informacast
• New
Arc Attendant Console
Nokia SCCP license for dual-mode phone
• Benefits
Leverage Cisco negotiated contract
Streamlined order fulfillment
Better integration greater
reliability and interoperability

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 82

 Plus, Custom and Off the Shelf Unified IP
Phone Applications

Emergency Alert Real Estate Advertising

Time Clock Menu Attendance

www.cisco.com/go/apps

Broadcast Retail ER Stats

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 83

 World Wide Coverage:
IP Communications Specialized Channel Partners

Canada 20 EMEA 263

U.S. 340 Japan 22

APAC 96

Latin America 41

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 84

 Why Cisco?

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 85

Cisco:
The Enterprise and SMB IP Communications Leader

• More and more customers

38,000+ Cisco IP Communications customers worldwide
115+ customers deploying more than 5,000 IP phones, including 35+ customers
deploying more than 10,000 IP phones
More than 65% of the Fortune 500® are using Cisco IP Communications
• More true IP endpoints shipped
7.5 M+ Cisco IP phones
5.1 M+ Cisco Unified Messaging (Voicemail) seats
985 K+ Cisco Contact Center agents
150 K+ Cisco MeetingPlace licenses
(rich-media conferencing)
• More deployed and proven VoIP infrastructure
24 M+ VoIP gateway ports
521 M+ Power over Ethernet ports

All numbers through Feb ‘ 06

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 86

Business Communications:
Reference Accounts

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 87

 Cisco:
Award-Winning IP Communications!
Cisco Unified
CallManager and Cisco Unified
Cisco Unified IP Wireless IP Phone
Phones Most Secure Large
7920
and Mid-size IP-PBX

Cisco Unified Cisco Contact Center

MeetingPlace and Video (ISN, ICM, and CTI)
Telephony
Best IPC
Portfolio

Video Cisco Unified

Telephony CallManager
(Cisco Unified Express and
CallManager with Cisco Unity
Cisco Unified Express
Video Advantage)
Cisco Unified Contact Center

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 88

Cisco’s Business Communications
Commitment

• A $1B business
• New acquisitions for IP Communications
Netsolve:
Post implementation network monitoring
and management tools
Dynamicsoft:
Service provider service creation
environment
• One in six engineers working on voice
related programs
• Significant senior management
experience in voice and
voice applications

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 89

Vision and Direction for IP Communications

Natural Language

Rich Media Modality,

Presence,
Context

Virtualization Personalization

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 90

In Summary,
Cisco Unified Communications Will Help To…

• Boost productivity through solutions that enable

smarter, more effective communications
• Streamline business processes to transform
your business
• Achieve better value from existing resources
and applications
• Manage your costs more effectively

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 91

This Changes Everything.

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 92

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 93
Distributed Vs. Centralized Deployments

• Cisco Unified CallManager Express— • Cisco Unified CallManager—

Distributed Call Processing Centralized Call Processing
No dependence on WAN for full feature WAN required for full feature set;
set limited SRST features during
WAN outage
Calls over WAN or PSTN
Calls over WAN or PSTN
No limit to number of sites
500 remote sites per cluster
H323 or SIP Trunking to CCM
2+ Servers plus routing and switching
Single box solution:
required
Routing/switching/voice/security

CME/CUE SRST/CUE CM/Unity

GK
VoIP VoIP A
A
CME/CUE
PSTN SRST/CUE PSTN

CM/Unity
Multi-site CME Networks Multi-site CCM Networks
© 2006 Cisco Systems, Inc. All rights reserved. Cisco Public 94