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Cisco Unified Communications 8.5Paulo Jorge Correia – EM TSAPresentation ID 2009 Cisco Systems, Inc. All rights reserved.Cisco Confidential
AgendaCisco Unified Communications Manager and Session managementClients what is new in 8.5 ?Cisco Unity ConnectionCisco Presence ServerQ&ACisco Confidential 2009 Cisco Systems, Inc. All rights reserved.2
Cisco Unified CommunicationsManager and Sessionmanagement 2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential3
Concerns and Opportunities in aChallenging EconomyCisco ConfidentialCan I cut mycommunicationscosts?How do Ieffectively manageKey BusinessRelationships?How do I keeppace with thechanging natureof collaboration?How do Imanage mycommunicationssecurely?How do Imigrate withoutdisrupting mybusiness?How can Iimprove employeeproductivity? 2009 Cisco Systems, Inc. All rights reserved.4
Technology Trends Are DrivingUnified CommunicationsVirtualizationCisco ConfidentialSoftware asa ServiceGlobal ValueChains 2009 Cisco Systems, Inc. All rights reserved.VideoEverywhereMobility5
Cisco Leads In Unified CommunicationsWW EnterpriseVoice Market ShareThe Leader inUnified Communications #1 in Enterprise Voice #1 in Web Conferencing #1 in Audio ConferencingAvayaNortelAlcatelSiemensNEC #1 in Telepresence #2 in Contact Center #2 in Unified Messaging Globally-recognized,award-winning servicesSources: Synergy Research, Frost & Sullivan, Gartner Dataquest, IDC, Intellicom, CiscoCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.6
Video-enabled CommunicationsClients and endpointsCisco WebExVideo TelephonyVoice, Video andWeb ConferencingVideo asIntuitiveand Ubiquitousas VoiceCisco UnifiedVideoconferencingCisco Unified ContactCenter Express & CVPVideo MCUs and GatewaysVideo-enabledContact Center SolutionsCisco TelePresenceHigh DefinitionRoom SystemsCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.7
Voice and Video Infrastructure SolutionsUnifiedCommunications ManagerVideo CommunicationServer (VCS) Industry-leading, feature-rich IPCommunications solution Integrated Video Mission critical video that scaleswith ease Integrated Mobility Scalable up to 30,000 users Extensive protocol support fornetwork and device interoperability Enhanced services andapplication deliveryPresenceXML and MIDLet applicationintegrationCisco Confidential Intelligent TelePresence andvideo call control andmanagement Center of the personal videosolution Video communication outsidethe firewall Seamless interworking with thirdparty Unified Communicationsand VoIP environments 2009 Cisco Systems, Inc. All rights reserved.8
VCS and Cisco Unified CM:Better TogetherUnified Communications ManagerVCSUC and CTS SolutionsAdvanced video and TelePresenceAdvanced UC Solution with VideoAdvanced Video Call ContolBandwidthManagementFirewall Traversaland B2BRich TelePresence featuresSIP TrunkInteroperabilityMoviCTS Solution experiencePersonal Communicatorrd3 party PBX InteroperabilityCisco ConfidentialFindMe /MultiwayContentsharingAny-to-any interoperability SIP- H.323 Interworking 3rd party PBX VideoGateway 2009 Cisco Systems, Inc. All rights reserved.9
Better Together Market-leading Video andCollaboration solutions Broadest communications portfolioImmersion video to desktop for video,voice, messaging End-to-end solutions testedby Cisco Protecting investments in thirdparty video and voice assetsthrough standards Flexible deployment options Services complement productCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.10 10
Today’s CommunicationsNetwork ChallengesHighPSTN CostsUsers DemandNew ise appsAppsSBCAppsPBXPBXSBCPBXPSTN gwyMobilityPBXAppsAppsSBCAppsPSTN gwyPBXPSTN gwy Expensive LimitedFeaturesCisco Confidential Redundant Expensive Complex Inflexible Inefficient 2009 Cisco Systems, Inc. All rights reserved.SocialnetworkingWeb 2.0 Mobile, dispersedworkforce Users acclimatedto socialnetworking11
Cisco Unified Border Element andSession Management Edition Bridging and extending thecommunications network toconnect users, applications,and systems globally Value PropositionLower total cost of ownershipReduce network complexityIncrease workforce productivityand business agilityChanging business process,workforce practices, andinformation useModernize infrastructure at yourown paceCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.12 12
Three Simple Steps Cisco ConfidentialSaveSimplifyExtendby EfficientlyInterconnectingnetworksby StreamliningServicesAggregationby BridgingCollaborativeServices Globally 2009 Cisco Systems, Inc. All rights reserved.13
Cisco Unified CM 8.5(1) HighlightsImproved Operational Efficiency and Cost Reduction SIP Early Offer SIP Normalization andTransparency Call Routing Enhancements Session Management EditionKey EnhancementsScalability, Load-balancing,SIP Call Trace New Native Mobility SupportDirect Connect UC Clients toCommunications Manager onAndroid, iPhone, Blackberry, NokiadevicesCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.14 14
Cisco Unified CM 8.5(1) HighlightsImproved Customer and User Experience HD Video InteroperabilityHD Interop among UC clients, TPand 3rd party with MediaExperience Engine (MXE)HD Resolution among UCendpoints/clients and 3rd party inH.264 codecCisco E20 Personal VideoEndpoint Native in UCM 8.5 Contact CenterEnhancementsAgent Greeting – provideconsistent customer experienceWhisper Announcements –provides call context prior toanswering the Customer callCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.15
Session ManagementScalability and Load-BalancingScalability Increased usage of SMEnodes for trunkprocessing and routing Enhanced per-clusterconcurrent calls (25,000)and CPS (150) from 8.0levels (15,000 and 100,respectively)Load balancing Increased remotedestinations for H.323and SIP trunks (16) Enables greater loadbalancing across trunkgroupsCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.Cisco Unified Border ElementSIP Trunk GroupSession Manager ClusterSIP Trunk GroupUnified CM Clusters16
Q.SIG Over SIP Enables transparentmulti-protocol integrationbetween Applications(e.g. Messaging,Collaboration) andmultiple PBX vendors Calling/Called Party/DNinformation is retainedE.G. Callback, MWI,Transfer/Forward featureswork seamlesslyCisco MessagingSIP/SCCPSIP/H.323Cisco SessionManagerCiscoCollaborationMeetingPlaceQ.SIG over H.323ANNEXM.1Q.SIGover SIPMGCP Q.SIG Link/Trunk usage isoptimized through pathreplacementCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.17
SIP OPTIONS PingOPTIONSCisco SessionManager Enables Session Managerto check the status ofremote destinations Periodically sendsOPTIONS requests to allSIP trunk destinations200 OkCisco SessionManagerINVITE Session Manager sendscall attempts only toresponsive SIP trunkdestinations Reduces inefficiency anddelay in attemptingalternate destinations whena destination is notrespondingCisco SessionManagerCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.18
Mobility Direct Connect UC Clients onfollowing Android, iPhone,Nokia and BlackBerry devicesNative mobility capabilities inCommunications Manager reduceoperational cost and capex spend Least Cost Routing for aboveclients via:Dial via OfficeCall MoveSingle Number ReachSignificantly reduce mobilityopex spendCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.19
Video Interoperability HD Interoperability among video endpoints720p/1080p resolution in H.264 codecCisco hardphonesSoftclientsDesktop video devicesCisco and 3rd Party Telepresence Maintains existing dial plans and callingfeatures from Communications ManagerSpeeds delivery of video functionality to existingand new endpoints Other Key Video Enhancements incl: Multiple Payload Types, Mid-Call CodecNegotiation Support 3rd Party Secure TIP Endpoints Low Bandwidth Interop w/ CTS EndpointsCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.20
Customer Care – Agent Greeting Allows Contact Center IVR to play prerecorded messages to Customer andAgent anytime during an Active Call Delivers a consistent Customer experience Prevents job repetition“Hello, my name is Joe and thank you forcalling Widgets-R-Us today. May I haveyour account number please?” Standards-based IVR integration Announcement trigger exposed via CTI(J/TAPI) Supported by built-in-bridge sCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.Cisco UnifiedCommunicationManagerCisco UnifiedContact CenterEnterprise &HostedCisco CustomerVoice PortalCisco IPDevices21
Customer Care –Whisper Announcements Allows Contact Center IVR to play prerecorded announcements to an Agentprior to connecting the Customer call Provides the Agent with call context“Internal Support Call – Spanish” or“Overdue account” Supports dynamically recordedannouncements such as those capturedfrom Customers and played to Agents inDirectory Service contact centers“Hi, I‟m looking for the Pizza Hut onMain Street” Standards-based IVR integration Supported by built-in-bridge sCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.22
Single Sign-On (SSO) Feature Enables Single Sign On for Cisco UCIntegrated Windows loginAdvanced Authentication method support (e.g. Smartcards) First Iteration SSO feature setUnified CM User Option Web Pages (CCMuser)Cisco Unified Communicator for Microsoft client (CUCiMOC)Additional Cisco UC integrations planned for future releases Requires OpenAM server deployment Developer partner opportunity for OpenAM serverplanning, provisioning, support, & integration with othercorporate applicationsCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.23
Other Key Functionality Recording integration SIP Header EnhancementFar-end Calling Party DN and Name has been added to theSIP Headers for recording streams IP Assistant Manager (IPMA) support for Safari 4.0 CTI J/TAPI client support for VMWare environmentsCisco CTI clients now support installation on virtualizedVMWare EXSi 4.0 platforms CTI TSP Native 64-bit ClientNative 64-bit operating system support for Windows 7 (64-bit) andWindows 2008 Server R2Planned for release in 8.5(1) Service Update 1 ( Jan 2011)Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.24
2010 Cisco and/or its affiliates. All rights reserved.Cisco Confidential25
Cisco Unified Client Services FrameworkSoft Client Collaboration ArchitectureCisco WebexConnectCiscoUnified PersonalCommunicatorCisco UCIntegrationfor MicrosoftCisco UCIntegrationfor RTXCiscoQuad PhoneDeveloper &Integrator SDKCisco UnifiedInfrastructureServicesCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.26
Cisco Unified Personal CommunicatorRelease 8.5 New Features at a Glance CUP High Availability (HA) Support New Meeting Escalation– MeetingPlace with WebEx Scheduling– WebEx as SaaS (no MeetingPlace) Client Logging Disablement Support Click to Call 8.0 Functionality Inclusion Microsoft Office 2010 Support* Basic VDI Support*“Compatible withCisco UnifiedCommunicationsSystem Release 8.5”* Supported in CUPC 8.0(3) (September, 2010)Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.27
Cisco Unified Personal CommunicatorCUP High Availability (HA) Support High availability on CUP 8.5Cisco Unified Presence 8.5Sub-cluster CUP will move CUPC usersfrom the failed note to thebackup node1APrimaryNode Two modes of CUP operation Manual Failover/FailbackXMPP Automatic Failover1B CUPC follows the samedesign as „offline message‟ inchat windows (new errormessages and icons)SOAPBackupNodeIDS Global User Data ReplicationVolatile Persistent Data (Login state)Times Ten Soft State Data (Presence info)Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.28
Cisco Unified Personal CommunicatorNew Meeting Escalation Escalation of any conversation intoweb meeting to sharedesktop/applicationsWebEx NodeFor MCS Release 8.0 supports MeetingPlaceand WebEx with MeetingPlaceScheduling Release 8.5 supports two additionaldeployment models– MeetingPlace with WebEx Scheduling– WebEx as SaaS (no MeetingPlace)Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.Example:cisco.webex.com29
Cisco Unified Personal CommunicatorClient Logging Disablement Support A new CUP 8.5 property Controlled by CUP admin When turned on, noevents in ConversationHistory window Chat transcripts will benot created in user‟sPC/laptopCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.30
Cisco Unified Personal CommunicatorBasic VDI* Support Supports products from topvirtualization industry leaders Hosted virtual desktop– VMware View 4.5– Citrix XenDesktop 4.0 CUPC 8.0(3) or later Desk phone control mode Audio/Video Soft phone RoadmapCUPCOfficeAppOS*VDI (Virtual Desktop Infrastructure)Desktop Virtualization S/WServer S/WCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.31
Cisco Unified Personal CommunicatorClick to Call 8.0 Functionality Inclusion Same Click to Call experience on Microsoft Officeapplications with CUPC New “ribbon” button in Microsoft Word, Excel & PowerPointCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.32
Cisco Unified Personal CommunicatorMicrosoft Office 2007 IntegrationMicrosoft SharePoint2007Cisco PresenceLight-UpsWordCisco Click toIM/CallMicrosoft Outlook2007Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.33
Cisco Unified Personal CommunicatorMicrosoft Office 2010 IntegrationMicrosoft Outlook 2010Cisco ConfidentialCisco PresenceLight-upsCisco Click to IM/Call 2009 Cisco Systems, Inc. All rights reserved.34
Cisco Unified Personal CommunicatorMicrosoft Office 2010 IntegrationMicrosoft Word 2010Cisco Presence Light-Ups Cisco Click to IM/CallCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.35
Cisco Unified Personal CommunicatorMicrosoft Office 2010 IntegrationMicrosoft Word 2010Cisco Presence Light-Ups Cisco Click to IM/CallCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.36
Cisco UC Integration for Microsoft Office CommunicatorUser Interface enhancements New enhancedconversation controlpane New pane design Drag Icon integratedinto panel styling, droptarget is now full iconpaneCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.37
Cisco UC Integration for Microsoft LyncMicrosoft Lync 2010 Support UC Integration 8.5 introducesMicrosoft Lync 2010 support. Cisco participated in the Wave14 TAP program to develop theCisco UC integration for theLync 2010 client. Integration detects version ofMicrosoft product and displayscommunication pane in a styleto match Microsoft product All CUCIMOC 8 features will beavailable in the Lync client.Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.38
Cisco UC Integration for Microsoft LyncCommon Product Questions QUESTION 1: Microsoft account teams are confusing mycustomer on MOC/Lync APIs and usage by CUCIMOC FACT: Microsoft Office Communicator and Lync both have anumber of APIs for 3rd party integration. FACT: Microsoft have removed the Web based tab area fromthe Lync 2010 client FACT: CUCIMOC 7.1 WAS a tab based integration to officecommunicator FACT: CUCIMOC 8.0 and 8.5 are NOT tab based integrationsand are not affected by Microsoft Tab API change.CUCIMOC 7.1(TAB Based)CUCIMOC 8.0(NOT TAB Based)CUCIMOC 8.5(NOT TAB Based)Joint Statement of Unified Communications Interoperability from Cisco and ails.aspx?FamilyID 78814f28-2df5-4cff-a166-73622c7830bb&displaylang enCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.39
Cisco UC Integration for Microsoft LyncCAST support for 89/99xx phones In Desk phone mode the audio will be through the Deskphone and the Video will be displayed on the PC Only possible if PC is tethered to the 89/99xx phone.Server Health screen will show CAST connected as wellas CTI connected Video will only ever appear on one device :– If the 89/99xx phone has its own camera attached then it will refuse theCAST connection and Video will be displayed on the phone– Otherwise Video will be displayed on the PC Support for the following phones added in 8.5 :– 8961, 9951 ,9971 Minimum Phone Firmware Required :– -0PD0-97Cisco Confidential 2009 Cisco Systems, Inc. All rights reserved.40
Cisco UC Integration for Microsoft LyncOffice Plug-in enhancements New ribbon based click to call plugins for Microsoft Office– WordExcel– PowerPointOutlook Office suites supported– Office 2003 (Not ribbon based)– Office 2007– Office 2010 Persona Menus also supported inOffice 2003 & 2007 Support for Office 2010 64 bit roadmappedCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.41
Cisco UC Integration for Microsoft LyncOffice Plug-in enhancements New ribbon application integrations for Word, Excel andPowerPoint extend click to call functionality in the UC IntegrationCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.42
Cisco UC Integration for Microsoft LyncOffice Plug-in enhancements Outlook integration now alsoprovides a click to call ribbon forcontacting sender and recipients Right click functions also availableCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.43
Cisco UC Integration for Microsoft LyncSingle Sign On (SSO) By logging into their desktop users canseamlessly login to the integrationLogin sequence No additional requirement to provide ausername & password for UC Manager /LDAP directory End user authentication is based onwindows desktop login to a domain Designed around Active Directory withKerberos environment to achieve Windowsdesktop SSO Requires upgrade to UC Manager 8.5 &CUCIMOC 8.5 The solution requires the ForgeRockOpenAM Server 9.xCisco ConfidentialFollowing Communicatorlogin, Integration login processautomatically initiated 2009 Cisco Systems, Inc. All rights reserved.44
Cisco UC Integration for Microsoft Lync3rd Party Headset API Support Cisco has made a Client Services Framework APIavailable to Headset manufactures The API allows calls to be acceptedand disconnected using buttoncontrols on USB/DECT headsets Plantronics and Jabra have/aredeveloping to the API‟s Contact Plantronics/Jabra for detailsCisco Confidential 2009 Cisco Systems, Inc. All rights reserved.45
Cisco UC Integration for Microsoft LyncSystem Requirements32 Bit64 BitWindows XP SP3YNWindows Vista SP2YWindows OSYY(wow)Pro,Enterprise,UltimatePropertyDesktop RAMFree disk to InstallFree disk to start AppWEI Processor ScoreVideo CardXPVista & Window 7I/O portsCisco ConfidentialBuildUC Manager 6.1 YUC Manager 7.1 YUC Manager 8.0 YY(WOW)Business, Enterprise,UltimateWindows 7.0Communication ManagerAudioQCIFCIFVGA720p HD1GB1GB350 MB1GB1GB350 MB1GB1GB350 MB1GB1GB350 MB2GB1GB500 MB5.9(dual core)A directX 9 compatible graphics card with following video .04.04.0USB 2.0 port 2009 Cisco Systems, Inc. All rights reserved.4.9USB 2.0 orHDMI46
Connect 6.7 Highlights Extending presence acrosscompanies & applicationsPresence, IM, Click to „x‟integration with Outlook and Office2007/2010 and SharePointXMPP Federation with OCS andSametime *Screen CaptureCisco Confidential*OCS/Sametime requires XMPP gatewayservers 2009 Cisco Systems, Inc. All rights reserved.47
Connect 7 New UI design Predictive Search Broadcast (IM) Messaging P2P Audio/Video improvements Integrated Conversation window Enhanced Meeting Support CUCI Audio & Video* Video resolutions
VCS and Cisco Unified CM: Better Together Unified Communications Manager UC and CTS Solutions Advanced UC Solution with Video CTS Solution experience Personal Communicator 3rd party PBX Interoperability VCS Advanced video and TelePresence Advanced Video Call Contol Movi FindMe / Multiway SIP- H.323 Interworking 3rd party PBX Video Gateway
