Cisco X Factor 9.x Updates & More

Cerium X factor
Update

Kevin Mayo SA East – CCNP/DP/VP
James Sohotha SA West - CCVP

© 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1

Time Topic Presented by

8:00- 9.X Update DEEP DIVE Kevin Mayo Cerium Networks
10:30
James Sohotha

10:40- Security John Whalen Cerium Networks
11:40
Todd Montgomery Cisco Systems

11:50- Route/Switch Updates Derek Simmelink Cisco Systems
12:50


Product Portfolio
• Cisco Unified Communications Manager 9.0
• Cisco Emergency Responder 9.0
• Cisco Enhanced Survivable Remote Site Telephony
• Cisco Prime Unified Communications Management Suite 9.0
• Cisco UC Gateway Services Application Programming Interface
(API)
• Cisco Unified Attendant Consoles
• Cisco Unified Border Element
• Cisco Unified Survivable Remote Site Telephony
• Cisco Unity Connection 9.0
• Cisco VG Analog Gateways
• Cisco VG350 High Density Analog Gateway


• Users need:
Consistent experience and choice of devices
Better options for transparent mobility
Simplicity

• IT need:
Easier interoperability options
Align capabilities with user requirements
Efficient and simplified management and deployment tools

• CxO need:
Reduced cost of ownership (acquisition and operation)
Drive better collaboration experiences in house and out
Protect and leverage current investments


Unified Customer
Communications Collaboration

Collaboration CLOUD
Applications TelePresence
ON PREMISE


Endpoints

Applications

Cisco Unified
Communications
Manager

On Premises Hybrid Cloud


Voice
Video
Security
Cisco Unified
Presence
Communications
Manager Mobility
Messaging

On Premises Session
Hybrid Cloud
Management


Bridging Investment
Flexibility Systems Protection

Voice

Video

Security

Presence

Mobility

Messaging


• User centric licensing & management

• Consistent experience across devices
Jabber feature parity

• Enhanced Mobility
New fixed mobile convergence options

• User account mix
Add locally configured and LDAP synchronized
User accounts to the same cluster


Enterprise-wide management of all your UC licenses

• Simple, free (part of Unified CM 9.0)

• User license management, reporting,
compliance
Consolidation, Movement, True-Ups,
Electronic Fulfillment
• Multiple applications/clusters

• Unified CM, Unity Connection,
IM, Presence


Desk-Bound & Shared Hybrid Workers Full Collaboration
Workspace Workers Solutions for individuals that need Workers
Solutions for individuals that have basic UC to stay connected synchronous and Knowledge / Executive /Road
needs (Single Device) and work from asynchronous and occasionally Warrior requiring most advanced
company provided office locations (shared from more than one work location UC functionality access via multiple
or dedicated) devices and real time collaboration

Jabber Desktop
Jabber Mobile

UCL UCL UCL UCL CUWL CUWL CUWL
Essential Basic Enhanced Advanced Standard Premium Professional

Video
Messaging
Web Conf.
$40 $125 $210 $295 $325 $415 $500


• Dashboard View of Licensing and License Usage

• License Fulfillment

• Migrate Licenses Using License Wizard

• Upgrade Licenses using License Wizard

• Add Licenses Wizard

• Generate License Requests

• Install Licenses


ELM Dashboard


• New central license management service in 9.0. Comes with every
CUCM and Unity Connection (CUC)
• Licenses now hosted and managed by ELM, NOT individual products

• ELM can run on a separate server or co-resident with CUCM and CUC

• ELM tracks the "feature usage" of each product registered for license
management and then evaluates the overall license status of the
features under use
• Based on the feature usage evaluation and the availability of licenses for
the features, each product is notified of its license status i.e., whether or
not the product is in compliance or „overage‟
• UC products (CUCM, UC, BE5K, BE6K) are supported in 9.0 as well
IM&P via UCM and HCS


Cisco Back Office
License Manager interfaces to
www.cisco.com/go/license Cisco licensing backoffice to
acquire and manage customer
licenses.

Electronic and manual
license delivery

New centralized License Manager
serves a common pool of license Enterprise License
rights to all supported products as Manager (ELM)
well as provide enhanced licensing
capabilities such as tiered license New License Mgr API
substitution and overage facilitates product
HTTPS
license requests and
communication with
Lic Mgr
License Manager
Lic Mgr
API API
Lic Mgr
API
UCM moving from DLU
Unity (device) based licensing
Connection to User based licensing
(CUWL and UCL)
Cluster 1 Cluster 2


• Each product determines how they enforce overage mode

• For UCM, the overage period is limited to 60 days. Upon expiration,
The system WILL remain operational with provisioning restrictions
Additional users and phones can not be provisioned
Existing users and phones can not be de-provisioned

• For CUC, the overage period is limited to 60 days. Upon expiration,
The system will no longer be operational
No voicemail may be left or retrieved

• Upgrading does not reset overage

• Rebooting can extend expiration by 1 day


• The ELM will periodically query the license usage of each product
– once a day by default.
• License usage information for all products will be totaled and
compared against the installed licenses to determine compliance.
• License synchronization can occur on demand as well.

Product License Sync
(CUCM or CCM Request/Response Enterprise
License ELM
CUC) License
Usage Client
Manager


• Licenses will be structured such that the higher tiered (more
expensive) licenses will include all capabilities of the lower tiered
licenses below it (progressive, a.k.a. „Russian doll‟ license model)
• If the quantity of a license the products require is not available,
the ELM will substitute higher tier licenses if they are available
• Substituted license information will be available in the ELM
reports
• When additional licenses become available (e.g. additional
licenses purchased) higher-tiered licenses will automatically no
longer be substituted


• Built-in assisted service
capabilities
Hunt Pilot Queuing
One Button to record

• Simplified administration
Optimized end user
management & configuration
Enhanced E911 for remote
workers


• Focus on tasks, and users
Not devices

• Easy, simple, self service interface
Customizable by IT

• Define once, apply to all
SNR, Phone Service, Remote Destination, Coverage Paths, Call Forwarding,
Alternate numbers, Personal directory, etc…

• Native with Unified Communications Manager
At no additional cost


• Queue (hold) callers while “Thank you for calling”
they wait for an employee to
become available “Please hold a moment”

• Play Announcements & “Your call will be answered in the
Music in Queue order in which it was received”

• Longest call waiting
distribution
• Login/logout of queues and
view queue information on
Cisco IP Phones
• Enhanced call detail records
and monitoring tools
• Enhances Unified CM Hunt
Unified CM
Group feature

• Hunt Pilot – a special type of
directory number used to Hunt Pilot - 1000
distribute calls to Cisco IP
Phones.
Queue
• Queue – parking lot where
incoming Callers wait to be
connected to Hunt Members
Hunt List
• Hunt List – a logical group of
one or more Hunt Members Hunt Hunt
eligible to receive calls. Member Member
DN - 1111 DN - 2222
• Hunt Member – any DN eligible
to receive hunt pilot calls.
• DN - directory number assigned
to one or more Cisco IP Phones. 1111 2222


Customer
1. Customer dials Hunt Pilot
1
2. Unified CM determines which Hunt
Members are eligible to receive
the call by examining the Hunt List Hunt Pilot - 1000
3. Available Hunt Members are
selected based on the hunting Queue
4 5
algorithm
6
4. If a Hunt Member is available, the
Customer is connected 2 Hunt List
5. If no Hunt Members are available Hunt Hunt
and queuing is enabled, the call is 3 Member Member 3
held in queue DN - 1111 DN - 2222

6. When a hunt member becomes
available, the Customer call is
connected
1111 2222


• Hunt Lists can Hunt Pilot 1000 Hunt Pilot 2000
be assigned to Queue Queue

one or more
Hunt List 1 Hunt List 1
Hunt Pilots
Hunt Hunt Hunt Hunt
• Hunt Members Member
DN - 1111
Member
DN - 2222
Member
DN - 1111
Member
DN - 2222
can be
assigned to
one or more Hunt Pilot 3000 Hunt Pilot 4000
Hunt Lists Queue Queue

• Multiple Hunt List 2 Hunt List 3
combinations of Hunt Hunt Hunt Hunt
assignments is Member Member Member Member
DN - 1111 DN - 3333 DN - 1111 DN - 4444
supported


Hunt Pilot: 1000 Hunt Pilot: 2000 Hunt Pilot: 3000
Longest call waiting: Longest call waiting: Longest call waiting:
2 minutes 3 minutes 4 minutes

Longest
Caller
Waiting
• Callers are distributed to hunt members based on the longest
caller waiting in queue
• When the hunt member is eligible to receive calls from multiple
hunt pilot queues, the longest caller waiting across all eligible
queues is routed to the hunt member first


• Hunt Members are selected to receive calls based on the
algorithm selected by the Administrator. Available algorithms
include:
• Longest-Idle – selects the hunt member who has not received a
hunt call for the longest amount of time.
• Circular – selects hunt members based on the order in which
they appear in the hunt list; starting with the first member. When
the next call is received, the next hunt member listed is selected.
• Top-Down – always attempts to select the first hunt member and
continues attempting hunt members based on the order in which
they appear in the list.
• Broadcast – selects all hunt member devices simultaneously for
each call.


Queuing is enabled for each individual Hunt Pilot


• Maximum number of callers in queue – configurable from
1-100 callers in queue, default is 32.
When queue is full, next caller can be routed to a secondary number
or disconnected

• Maximum Wait Time – configurable from 10-3600 seconds
(or 1 hour), default is 900 seconds (or 15 minutes)
When max wait timer is reached, caller can be routed to a secondary
number or disconnected

• No Hunt Members Logged-In or Registered
When no members are logged in or hunt member devices are not
registered, caller can be routed to a secondary number or
disconnected

• Secondary numbers may be a simple DN, voicemail DN,
shared line DN, or another Hunt Pilot DN (with or without
queuing enabled)

• Announcements can be played to both callers on Hold
and/or callers in Queue
• MOH Sources can be assigned to any directory number
• Unicast/Multicast MOH options are supported (same options
available in previous releases)
• Unified CM includes two sample announcements:
Initial Announcement – Welcome message, typically played once
Periodic Announcement – Holding message, typically played every X
seconds; default is 30 seconds

• Up to 50 custom announcements can be uploaded and
assigned to Music on Hold and Fixed MOH Sources
• When MOH is not configured, callers hear tone on hold


• Announcements are integrated with Music on Hold and
Fixed MOH Sources


Can be played for all calls:

Or only for queued calls:


Periodic announcement interval (default is 30 seconds):


• Control eligibility to
receive Hunt Group calls
using Hlog (login/logout)
• Hunt Members who do
not answer hunt group
calls are automatically
logged out
• Queue Status displays
real-time information for
each Hunt Pilot based on
Hunt Member
configuration


• Call Detail Records have been enhanced to indicate:
Queue flag – indicates if the call was queued
Queue time – cumulative queue time prior to call answered
• Customers requiring detailed reporting should consider using a
Cisco Contact Center solution
• Cisco is also working with our Developer Partners to determine if
additional third-party reporting solutions may be available in the
future


• New serviceability
counters have been
added to monitor
queue performance;
includes alarms and
alerts with
configurable
thresholds
• Announcement
counters are listed
under Media
Streaming App


Counter Name & Type Description
Number of announcement errors which
Announcement Errors
have occurred since the last time the
(Historical, Cumulative)
system was rebooted.
Calls Queued
Number of calls currently in queue.
(Real-time)
Number of idle (on-hook) hunt members
Line Group Members Available
(DNs) currently eligible to receive calls
(Real-time)
from the queuing-enabled hunt pilot
Longest Call Waiting In Queue Time (in seconds) of the longest call
(Real-time) waiting currently in queue
Number of occurrences when a call was
routed to an alternate destination after
Max Queue Depth Exceeded
the maximum number of callers allowed
in queue was reached since the last
time the system was rebooted

Counter Name & Type Description
Number of occurrences when a call was
Max Queue Wait Timer routed to an alternate destination after
Exceeded the maximum wait time in queue was
(Historical, Cumulative) reached since the last time the system
was rebooted
Number of calls which were not
Queue Calls Ring No Answer answered after being routed to a hunt
(Historical, Cumulative) member since the last time the system
was rebooted
Number of calls which were queued,
but disconnected prior to being
Queue Calls Abandoned
answered by a hunt member or
redirected normally since the last time
the system was rebooted.


• A single Unified CM Cluster supports a maximum of 15,000
hunt list devices
• Hunt list devices may be a combination of 1500 hunt lists
with 10 IP phones in each hunt list, 750 hunt lists with 20 IP
phones in each hunt list, or similar combinations thereof.
• A single Unified CM Subscriber supports a maximum of 100
Hunt Pilots with call queuing enabled per node
• The maximum # of simultaneous callers in queue for each
Hunt Pilot is configurable from 1-100 (default 32)
• The maximum wait time in queue for each hunt pilot is
configurable from 0-3600 seconds (default 900)


LDAP
Accounts

• Unified CM 9.0 supports a mixture of
locally configured and LDAP
synchronized accounts concurrently LDAP Sync
(same cluster)
• User accounts, LDAP
Synchronization, and LDAP Unified CM
Authentication agreements are Publisher
configured normally
• The system no longer deletes
Web Admin, AXL, BAT
accounts when LDAP
Synchronization is enabled/disabled
• After an upgrade, both account types Locally
are supported configured
Accounts


LDAP
Accounts

• LDAP Synchronized accounts
can be converted to local
LDAP Sync
accounts (if desired) from the
End User account page
• Local accounts are Unified CM
automatically converted to Publisher
LDAP Synchronized accounts if
the UserID and LastName fields
match during an LDAP sync Web Admin, AXL, BAT
operation

Locally
configured
Accounts


• Unified CM 9.0 supports the ability to synchronize up to 5 additional
LDAP attributes for each User account


What does it do?
• Enables the End-User to
record the „Active‟ call on
their own device
• Provides visual display
message indicating when a
recording session has started
• Button toggles to start/stop
recording
• Available as new Softkey and
Programmable Line Key
(based on device model)
• Works with all existing
Unified CM IVT-certified
Partner recording solutions


• Silent recording is the default selective recording mode.
No visual recording session messages are displayed on Cisco IP phone

• User recording is new in Unified CM 9.0(1)
Provides visual recording session messages on Cisco IP device display indicating
when a recording session is in-progress
User can start/stop recording session from Cisco IP device via
softkey/programmable line key and/or CTI-enabled application

• Silent & User Selective recording modes may not be used together
When a silent recording session in in progress, a user recording session cannot be
started. User may see display message “Recording already started” when
attempting to start a User recording session.
When a user recording session in in progress, a silent recording session cannot be
started. Supervisor may see “Recording already started” when attempting to start a
Silent recording session.

• Automatic recording is always silent


• Audio codec preference use cases
Prefer G.711 over G.722
Prefer G.711 a-law over G.711 μ-law
Prefer G.729 over G.711

• Previously, UCM provided limited options to influence audio
codec selection
Region/pair audio bandwidth limit
Region/pair link loss type selection (low loss, lossy)
Service parameters to disable specific codecs (G.722, G.711 μ-law)

• Previous UCM audio codec selection process
Select fixed audio codec preference list according to link loss type
Remove codecs exceeding bandwidth limit or specifically disabled
Select most preferred codec remaining supported by both call legs


• Custom audio codec preference lists
Factory default lists for low loss and lossy regions/pairs provided
Customer may reorder supported codecs as desired to create custom lists

• Region/pair audio codec preference assignment
Replaces link loss type selection

• SIP Profile option to honor audio codec preference in
received Offer
• Service parameters for system defaults
• Enhanced audio codec selection process
Start with codec preference list assigned for region/pair or received in SDP
Remove codecs exceeding bandwidth limit or specifically disabled
Select most preferred codec remaining supported by both call legs


Region A Region B

Audio Codecs Audio Codecs
Supported Region/Pair A/B Supported
G.722 G.722
G.711 μ-law G.711 μ-law
G.711 a-law Audio Codec
G.711 a-law
G.729 Preference List Audio BW Limit G.729
(Partial)
64 Kbps
G.711 μ-law
G.711 a-law
G.729
G.722

G.711 μ-law will be negotiated, even though G.722 is supported
by both endpoints and is within the region/pair bandwidth limit


SIP Profile

CUBE
Honor audio codec
Region A pref in received SDP Region B

Audio Codecs Audio Codecs
Supported Region/Pair A/B Offered
G.722 G.729
G.711 μ-law G.711 μ-law
G.711 a-law Audio Codec
G.729 Preference List Audio BW Limit
(Partial)
64 Kbps
G.722
G.711 μ-law
G.711 a-law
G.729

G.729 will be negotiated, even though G.711 μ-law is within the
region/pair bandwidth limit and is preferred in the region/pair
configuration, because the preference in the Offer is honored


First step in the journey
• Inter-cluster Locations CAC
Bandwidth accounting across CUCM & Evolving QoS/CAC
VCS clusters for efficient bandwidth Strategy for UC/TP
sharing

• Multi-tiered locations support
Single call can traverse 2 or more
hierarchical up-links and all are
protected
Hierarchical topology enables
more efficient bandwidth utilization

• Signaling updates to support a
CAC + Rate Adaptation hybrid
approach

Objective: Offer a comprehensive set of capabilities to address
varying topology & peak oversubscription needs

(A) L1 L2 (B)

Location L1 Edge L1 – L2 Location L2
audioBW audioBW audioBW
videoBW videoBW videoBW
immersiveBW - 4M immersiveBW - 4M immersiveBW - 4M

CCM LBM

endpoint: TP-A endpoint: TP-B
location: L1 location: L2


Location path: L1 L2

Location L1 Edge L1 – L2 Location L2
videoBW - 1M videoBW - 1M videoBW - 1M
DV-A ~ MCU
immersiveBW - 1M immersiveBW - 1M immersiveBW - 1M
TP-B ~ MCU immersiveBW - 5M immersiveBW - 5M immersiveBW - 5M
TP-C ~ MCU immersiveBW - 5M immersiveBW - 5M immersiveBW - 5M

endpoint: DV-A
location: L1 SIP Trunk
CCM LBM
video traffic
class:
MCU
immersive
location: L2
endpoint: TP-B
location: L1
endpoint: TP-C
location: L1


• SIP URI is the SIP address of a user

• sip:user@host

• user portion could be a Phone Number or the User‟s name

• host is the either the IP address or domain or hostname where the user is
available.
• Alpha URI is a SIP URI that has user‟s name instead of their phone number

• sip:support@cisco.com

• sip:john.doe@cisco.com

• sip:jdoe@cisco.com

• Alpha URI enables calling a person by their name instead of their phone number


• Customer Value: Bridging the internet addressing and numeric
addressing ... Any to any reachability
• Retain same customer experience on Tandberg Endpoint as
these endpoints migrate from VCS to CUCM
Tandberg deployments use alphanumeric dial plans instead of phone numbers

• Customers should not notice any difference regardless of the call
control – CUCM or VCS
• Competitive Value:
Helps close gap with the competition, e.g., Microsoft Lync
One address to remember – IM, Presence, Email, Voice
May allow better integration with IM/Email applications
May enable business to business calls bypassing SIP/PSTN SP


All-in-one UC Application Presence Services from Extend & Connect
• Presence and IM Unified CM Jabber Advantage
• Voice, video, voice • Manage user‟s Jabber, • Consistent and full-
messaging mobility, and presence from featured UC services for
• Desktop sharing, CUCM cluster all users
conferencing
• PC, Mac, tablet, smart phone


• Federation
• Enterprise-grade IM Enterprise federations (B2B)
Secure, rich text IM • Cisco Unified Presence (CUP)
Group Chat • Cisco WebEx
User History • Microsoft LCS,OCS, Lync
Policy & Compliance • IBM SameTime
Multi-device IM • Jabber XCP
Media Escalation Public federations (B2C)
Persistent Chat rooms • Google Talk
Open APIs • Any XMMP service or BOTs

• Policy and Compliance • Unified Directory
Admin Presence Policy Corporate Directory
IM Retention Personal Directory and Buddy List
Off-board Database support (Optional)
3rd party compliance engine (e.g. Actiance) • Scalability and TCO
Standard Cisco appliance model (MCS)
• Rich Network Presence with on-board DB for improved TCO
Multiple node and cluster scalability
Always-on Telephony Presence
Always-on Calendaring Presence • Multiple Client support
Network-based Presence Aggregation from multiple
sources and clients Cisco Jabber clients:
3rd party Presence apps – sources and consumers • Desktop- windows, MAC
Network enforced Presence Policy • Mobile – iPhone, Android, BB
Cisco Cius and Contact Center clients
© 2012 Cisco and/or its affiliates. All rights reserved. 3rd party XMPP standards based client (e.g. Adium,
Cisco Confidential 64
Pidgin)

CUPC / Aries/Cius 3rd party
XMPP clients

Core Content
•Rebrand CUP to “CUCM IM and Presence”

•**Common Release Install & Upgrade
CUCM (Voice/Video) CUCM (IM and Presence) Process
•From 9.0 CUCM and CUCM IM&P nodes
Application Layer Application Layer must be upgraded simultaneously to a
common joint release.
Voice/Video Mobility CTI UC Presence IM/Text Chat

Web Federation
• Admin Centralization and Simplification:
•Move all UC User and UC Service Config
data currently in CUP to CUCM
Platform Layer Platform Layer
•This data (e.g. LDAP profile, Vmail Profile,
Webex Profile, CTI profile) will be centrally
UC User
Admin
configured in CUCM and centrally
accessible via CUCM AXL interface (no
Telephony User longer CUP)
& Device Admin
•Simplify greatly UC User Config in CUCM
Telephony IM/Presence (reduced workflow, fewer screens)
Feature Admin Feature Admin
•Provide Auto-Service discovery mechanism
to access this data => significant Admin
Publisher Common Publisher overhead reduction
Release
CUCM Install & CUCMIM
CUCM Upgrade
CUCMIM • Licensing Simplification: Presence User
CUCM CUCMIM based licensing only (no CUCM IM&P server
Subscriber CUCM Subscriber CUCMIM license or Cisco Jabber client License)
Subscriber Subscriber

• AXIS Upgrade, New WSDL in Document/Literal format

• RisPort Device Query limit from 200 to 1000

• SNMP and Alarm Configuration via AXL

• Platform Administrative Web Service

• Multiple Syslog Destinations

• Real Time Monitoring Tool – SIP Call Trace Enhancements

• MultiTier CAC Reports

• Hunt Pilot Queuing Performance Counters

• Locations CAC Performance Counters


• Licenses now managed by ELM
• Separate/dedicated server or co-resident
with CUC or other UC applications
• Stores licenses for the CUC and other
UC applications
• Tracks the "feature usage" of each
product
Evaluates the overall license usage and status

• Each product is notified of its license
status
Alerts product of compliance with licensing

• Same license status is applicable for all
the CUC clusters registered with one
ELM


• Alternative to Unified Messaging
Domino etc…

• Rich, Customizable Notifications
Look, Feel, Images & Info Displayed
HTML Templates supported

• HTML Marked-Up Messages
Delivered via SMTP (email agnostic)
Notifications are voicemail specific
Actionable Links
Act on specific message
Must be inside Firewall or VPN


• Invokes Mini-Inbox Player
Leverages HTML5 when possible
Play, Reply, Forward, Delete Mobile device-
based Mini-
• Supports Secure Messaging Inbox

• Must Be Inside the Firewall
Corporate Network or VPN

Computer-
based Mini-
Inbox


• Creation/Modification of E.164 Format Extension
End Users Primary Extensions
System Call Handler Extensions
Directory Handler Extensions
Interview Handler Extensions


• A numeric extension and a user with “+” as prefix with the same numeric
extension and in the same partition are treated as duplicate entries.

Presentation_ID © 2012, Cisco Systems, Inc. All rights reserved. Cisco Confidential

• TUI allows the User to login into the Voicemail with or without the
“+” prefix.
• Unity Connection handles the call successfully when it is
configured with a leading “+” and it receives a non plus extension
for User Extensions, Call Handlers and Directory Handlers.
• TUI allows you to reach the users on Connection from Directory
handler when E.164 format is dialed .
• TUI allows you to send a Voicemail to all the users in a
Distribution List with and without leading “+”
• Note: E.164 number support is not applicable for VUI


• Esnatech Office-LinX cloud service synchronizes voicemails
(Unified Messaging) with:
Google Apps in the cloud
VMWare Zimbra Collaboration Server 6
Lotus Notes 7.0, 8.0
Novell GroupWise 6.5 SP2, 7.0, 8.0

• Requires Cisco Unity Connection 8.5.1 ES78+ or 8.6.2 ES20+

• See http://www.esnatech.com/landing/cisco.htm for more
information


On Premise Solution

CUCM
Cluster Secure IMAP Services
Web Services

Google API’s

• Esnatech Office-LinX server synchronizes voicemails with Google Apps in the cloud
• Esnatech Office-LinX server is on-premise and can be virtualized (VMWare vSphere 4.x)
Requires Cisco Unity Connection 8.5(1) or later
• This is an Esnatech solution, a Cisco Developer partner: http://www.esnatech.com
Service is sold on a per user/per year basis


Secure IMAP Services
Web Services
Cloud Google API’s
Solution
CUCM
Cluster

• Esnatech Office-LinX cloud service synchronizes voicemails (Unified Messaging)
with Google Apps in the cloud
• Requires Cisco Unity Connection 8.5.1ES78 or 8.6.2ES20

• This is an Esnatech solution, a Cisco Developer partner: http://www.esnatech.com

• Service is sold on a per user/per year basis


Web Client (e.g.
Gmail)
e-mail
v-mail

CUCM Google Mail
Cluster
HTTP/HTTPS

SMTP

• Web client retrieves email from Google Mail using HTTP, HTTPS

• Cisco Unity Connection stores local voicemails and forwards a copy to Google Mail via SMTP
Email and voicemail are in single inbox in web client
Playback of voicemails (.wav file) is via local media player
Forward and reply as an email with .wav attachment (Secure Messages are not supported)
Notifications and message waiting indicators triggered only on local copy of voicemail, not forwarded copy


E-mail client (e.g.
Outlook)

e-mail
v-mail

CUCM
Microsoft BPOS –
Cluster
Exchange Web Exchange
Services

Latency, Bandwidth,
TBD

• Provides hybrid on-premise/cloud Unified Messaging solution
Single inbox – Message status, MWI, etc. synchronized

• Synchronizes voicemails with Microsoft BPOS
Uses Exchange Web Services (EWS)


E-mail client (e.g.
Outlook)

e-mail
v-mail

CUCM Microsoft Office 365
Cluster Exchange Web
Services

Latency, Bandwidth,
TBD

• Supported with Unity Connection 8.6(2) or later

• Bandwidth and latency requirements same as on-premise

• Limited to 5000 users per Connection Server

• Replaces Push Notifications with Pull Notifications

• Impersonation with Unified Messaging Services Account still supported


Customer Collaboration Innovation

• Web Chat as an additional customer collaboration channel
• Embedded Cisco Unified Intelligence Center with Unified CCX for historical reports
• Skill Management for supervisor on mobile devices

Platform changes

• License management enhancements
• Improved security with SELinux
• CME support removal

Feature enhancements

• Unified Sign On
• Outbound Preview Dialer improvements
• Cisco Agent Desktop enhancements

New Servers and Endpoints

• C260, B230 M2, B440 M2 server support
• Tandberg Video endpoints EX60 and EX90 support (FCS in Q4 CY2012)
• Cisco Any Connect V3 support for CAD/CSD


Functionality Packaging
• Two choices for • Entry level
routing algorithms integrated Web
• Most skilled Chat functionality
agent included with
• Most idle agent Premium seat
• Additional historical • Web Chat will
and real time reports require separate
• Transcript retention server to host
and retrieval Simple to Deploy • SocialMiner
Browser based
• Ability to allocate/not
allocate chat contact • Built-in tool to create agent and
while agent is on sample code for supervisor
voice call customer website interface
• Configurable “agent form accessible in
no answer” and • Complete integrated
“chat idle timeout” configuration in 5 browser of
simple steps CAD/CSD


Typical Deployment
3. Web Chat
subsystem sees Agent
state and delivers chat
1. Customer contact to web based
sends web 2. Chat contact Agent interface
chat request submitted to
SocialMiner

Unified CCX CAD
Primary
Customer Customer Chat Social UCCX Agent
Chat UI WebSite Proxy
Miner Secondary Chat UI

6. Transcript
Signaling storage and 4. Reply
retrieval 5. Real time gadget is
reports and rendered to
Chat Media historical Agent
reports interface
Corporate
WWW DMZ firewall

Agent and supervisor interface
• Web client within integrated browser (IE8) in CAD for Agent
/supervisor

Default
selection
in
Integrated
browser


Agent No Answer time out
• Configurable Agent no answer timeout

• Chat contact gets re-queued and Agent goes “Not ready” after
time out
Agent no
answer time
out


Agent Interface – Chat in Progress


Supervisor View
• Real-Time
Displays for
web chat
metrics for
team
CSQ Summary
CSQ Details
Agent
Summary
• Separate web
based
Supervisor
Interface in CSD
integrated
browser


Historical Reports in HRC and CUIC

• Web Chat historical reports
Chat Agent Detail Report
Chat Agent Summary report
Chat CSQ Activity report
Chat CSQ Agent Summary
Chat Traffic Analysis Report

• Available in HRC and
CUIC
• New Unified CCX database
tables facilitate delivery of
packaged and custom
reporting


Real Time Administrator Views
• Separate new
section in RTR

• 3 Web Chat Real
Time Reports
Overall Chat Stats
Chat Resource
Stats
Chat CSQ Stats


Web Chat Transcript Retrieval and Purge
• Transcript stored on SocialMiner accessible by Administrator
• The search functionality provides ability to search based on any
word!
• Chat viewer provides all parameters related to chat along with
transcript

• Default Purge
period – 30
days
• Purge period
can be
changed from
administration
pane


Web Chat Administration

• Easy 5 step
configuration
Create Chat CSQ
Create teams
Global parameter settings
Simple SocialMiner
configuration
Create Chat widget
sample HTML code for
Website


Sample HTML code for website

• Simple tool to generate
web form for company
website
• Select the input data
gathering fields
Step 1 • Select from pre-
defined or add
custom fields

• Assign CSQ to
Step 2 purpose/ problem
statement


New

CSD preference option to enable Web Chat in
the integrated browser.

CSD browser tab enabled for Web
Chat with embedded URL


 Cisco Supervisor Desktop
Preferences contains Web Chat option
If checked, first browser tab enabled for Web Chat with embedded URL
//[CCX hostname]/agentdesktop/supervisor

 Cisco Agent Desktop
No special modifications required
Configure via Cisco Desktop Work Flow Administrator / User Interface
//[CCX hostname]/agentdesktop

 User Operation
Users login to Web Chat via browser; Single Sign-On is not supported
Supervisor user may navigate away from Web Chat; Home icon will return user.
There is a Web Chat timeout value, when reached the user will need to login again

 Requirements
Internet Explorer 8 must be installed on the desktop Operating System


 Supervisor Configuration


 Logged into Supervisor Web Chat


 Agent Configuration


Next Generation Web 2.0 Reporting
• Cisco Unified Intelligence Center (Standard version)
co-resident with Unified CCX for Historical reports
• Included with Unified CCX Standard, Enhanced, and
Premium packages at no cost
• Option to switch between HRC and CUIC in 9.0
• Support all of the existing out-of-the-box HRC reports
• User management integrated with CCX
Cisco Unified Intelligence Center Benefits
• Customized views, thresholds on reporting data
• Scheduling enables report and data distribution via
email
• Permalinks enable one-click access to reporting data
• Audit Trail report to track reporting activity by
administrator


Next Generation Web 2.0 Reporting
• Choice of Historical Reporting Client or Intelligence Center
Simple configuration in Unified CCX


Serviceability Integration
• Cisco Unified IC service integrated with Unified CCX


Access to Reports and Dashboards

Directory structure
access
• Logical grouping of
reports
• Shared and personal
copies of reports

Capability access
• Assign multiple levels of
permissions to enable
opening CUIC “drawers”


Visual Customization Built-in
• Create graphical views to existing reports (charts, gauges)

• Rearrange column fields, rename fields, add headers

• Provide additional groupings, summarizations and sorting

• Add thresholds to identify compliance violations


Multiple Views
• Associate multiple report views with the same report data
definition
Chart and Gauge type reports


Scheduling

• Schedule to distribute via
.pdf, .xls or embedded in
email
• Schedule to publish to a
.csv file for flat file
integration


Custom Reporting
• Intelligence Center Standard version in Unified CCX
Allows visual customization
Does not allow report definition customization

• Intelligence Center Premium version for Lab and NFR system
Create new reports from scratch
Create drill-downs
Export reports to be imported into a Standard system
Change refresh intervals

• Ordering Lab and NFR kits
Customer lab system (CCEH-NRPT-CUIC9 )
Partner NFR kit (CCEH-CUIC9-NFR)
Orderable via IPCE-BUNDLE under LAB section

• White paper on custom reporting available on CCO

• Browser based application for mobile
devices
• Supported on
• Apple iOS 5.x
• Android 2.2 and above

• Allows supervisor to
• Add a new skill
• Delete a skill
• Assign/Modify skill for an agent
• Modify competency of agent

• Available within corporate network or
over VPN with sufficient bandwidth
Note: A simulation of Mobile Skill Manager is shown here.


Agent E-Mail “Reply-To” Field
Typical Use Case
• A web form is used to create
e-mails
• The FROM address is the
web server‟s, while the
REPLY TO address is the
form user‟s input

Enable
setting
…

…if agents receive e-mails
with a different Reply-To
address


Unified Sign On
• Application user is created during
installation
• No additional login required while
using application user credentials
for following
Cisco Unified CCX Administration
Cisco Unified Serviceability
Cisco Unified CCX Serviceability
Cisco Desktop Administrator

• Allows login when CUCM is not
available


Outbound Enhancements
Outbound Dial time
• Dial contacts at pre-defined time.
• Additional field “Dial Time” specified in
import contact list in addition to current 6
fields
• Contacts are stored with status set to
Callback
Performance Improvements
• Reduced time to import contacts over
WAN
More than 50% reduction in time
• Reduced time to synchronize dialing list by
Unified CCX 9.0 sync over WAN is twice as
fast compared to Unified CCX 8.5


New CAD 9.0(1) Features Benefits

Integrated browser support for Cisco Web Chat Ease of Use

Integrated Browser (WebBrowser Control) Mode Change Usability

Agent E-Mail use of the „Reply-To‟ field Interoperability

Support for Cisco AnyConnect VPN Client Interoperability

Enhanced MS Exchange Configuration Guidance Interoperability

HA Recording Space Doubled Usability

Support for multiple monitor sessions of single BIPPA Agent Usability

Strong focus on defect identification and resolution Usability


New

Typical Use Case:
A web form is used to create e-
mails
The FROM address is the web
server‟s, while the REPLY TO
address is the form user‟s input

Enable setting…

if agents receive e-mails with a
different Reply-To address


 Customer use case: install both VMware and UC apps on SAN
 Customer benefits: diskless server costs less, breaks less often, uses less power.

Nothing locally UC
ESXi 4.0 UC installed
SAN
SAN FC ESXi 4.1
FC
B200 or C210
B200 or C210 LAN
Ethernet
Ethernet LAN
Local Disks Diskless!

SAN support Boot from SAN support

 ESXi 4.0 or 4.1  ESXi 4.1 required

 Server has local disks and FC connection.  Server has FC connection but NO disks.
 VMware installed on FC-attached disk array.
 VMware installed on local disks
 UC installed on FC-attached disk array.
 UC installed on FC-attached disk array.


 Customer requirements:
 Move live software to another server on same SAN.
 Prior to UCCX 8.5.1 SU1 support limits VM to maintenance window, not in production, live traffic.

LAN

FC FC
Server X SAN Server Y

• Deployment model
• UCCX VM must be installed on shared storage (SAN).
• Source and destination physical servers must be connected to same SAN.

• What is not supported
• VMware “Long Distance vMotion” (site to site) is not supported.
• Use of vMotion for real-time load-balancing of live UCCX VMs is not supported

• Benefits for customer: Easier proactive maintenance and management of performance issues


An Entirely New WebEx® Deployment Model

Software starts shipping on October 23, 2012
Available via GPL by late September, via CUWL Pro in mid-October

• WebEx Meetings in Private Cloud
Run in own datacenter with no Cloud linkage
• All-in-One Conferencing Solution
Incorporates audio, web and video in single
solution
• Same WebEx Meeting Center Experience
WebEx clients for PC, Mac, iPhone & iPad; high-
quality video; recording and playback; etc.
• Software Based
Designed for Cisco UCS Servers + VMware 5
• Integrated with Cisco UC Suite
Interoperates with Jabber*, CUCM. Sold on CUWL
* Jabber for Windows early 2013


WebEx Meeting Center Experience

Built-In HQ 360p WebEx Video

SIP Trunk Teleconferencing + PC-based Audio

Schedule Meetings from Web and MS Outlook

WebEx Meetings on iPad and iPhone

Recordings and Playback

Available in 13 languages


• Documents, applications, desktop sharing

• Multipoint, high-quality video

• On-Demand record, edit, and playback

• Chat, polls, notes, annotation tools

• Whiteboarding

• File transfer

• Integrated audio options with Active Talker

• Integrated scheduling with Outlook 2007, 2010

• Available in 13 languages


• Engaging video experience
High-quality resolution: 360p
Active speaker switching
Full-screen video
Share content and view video
• Mobile experience on iPad and iPhone


• Meetings on Mobile Devices
• iPhone, iPad
• Android planned by v2

• Key features
• Start, Join, Schedule and Attend meetings
• Chat, Audio, Call Me, Calendar, Pass Presenter
• Two-way video on iPad 2.0 and beyond
• Voice over Wi-Fi on iPad


• SIP Trunk Teleconferencing
• Fully integrated audio solution*
• Requires CUCM 7.1, 8.6 and 9.0
• Similar User Experience as WebEx Audio
• Join meeting on Teleconference only
(approximates an audio-only meeting)
• Call-In and Call-Me Teleconferencing
• Control Audio from Meeting Center
• Optional TLS/SRTP Encryption
• Web-based Audio ( “VoIP” )
• Join audio meeting directly from PC / iPad
using headset
• Talk and hear with Teleconference users
*not designed to work with 3rd party audio

• 50-2,000 Concurrent User Systems
• Companies with 500 – 40,000 Employees
• For larger companies, deploy multiple
standalone systems

• Up to 100 Users in single meeting
• SaaS Events Center direct order option for
customers who need support for very large
meetings*

• Four out-of-the-box deployment
options
• 50  250  800  2,000 Concurrent Users
* WebEx statistics show 99% of meetings under 25 users

Benefits
• Securely manage inter-
company collaboration
• Ease of administration,
manageability
• Reduced total cost of ownership

FEATURE HIGHLIGHTS
• Step-by-Step Guided Install
• View System Status At a Glance
• Web-based, real time system
dashboard
• Easy User Management – SSO, Import
Users
• PDF Reports to track Usage, Licenses
etc..


• Requires VMware 5.0
• Rapid „Virtual Appliance‟ Install
• Runs on Cisco UCS Servers
• UCS C-220 for smaller systems (50 and
250 Concurrent Users)
• UCS C-460 for larger ones (800 and
2,000 Concurrent Users)
• Other UCS Servers with same or greater
specs automatically supported


Reverse Proxy VM
IPv4 Web/Video/PC
Virtual Appliance(s)
Audio Traffic from
Mobile Users Admin VM Admin VM

Web VM Web VM
Guest and
IPv4 Web/Video/PC
Mobile Audio Traffic from
Users Internal Users Media VM Media VM

SAML 2.0
Single IPv4 + IPv6
Sign On Teleconferencing

Internal Active
External Firewall Internal Firewall Users Directory CUCM


Customer Environment
Description Unit Price Quantity Total
2,500 employees, 500 Hosts,
Webex Server User Licensing 50 Concurrent people in meeting
$230.00 50 $11,500
ESW $23.00 50 $1,150
UCSS $35.00 50 $1,750

VMWare vSphere License $1,866.00 2 $3,732

VMWare vSphere Support $420.00 4 $1,680

VMWare vCenter $9,366.00 1 $9,366

VMWare vCenter Support $1,624.00 1 $1,624

SERVER C220 $19,406.00 2 $38,812

Total $30,802


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