William King Senior Technical Marketing Manager Intelligently Managing Your Migration to an IP Communications System: Investment Protection and Cost Reduction VoiceCon 2006 William King Senior Technical Marketing Manager

Customer Situation and Challenges Customers are seeking to reduce communications costs, improve processes and productivity, and ensure business resiliency Benefits of IP communications applications are clear, but customers need cost-effective transition to IP Communications Customers need low-risk, evolutionary solutions Solutions must work with existing PBXs and voice mail systems Most customers cannot afford change out everything at once Integration with other tools and processes (directories, e-mail, mobile devices etc.) is also required What are the challenges facing customers to move from today’s network to a fully converged IP network running IPC applications?

Customer Situation and Challenges Product lifecycles are forcing technology decisions Avaya Octel and Nortel Meridian Mail End-of-Life situation has caused customers to consider alternative solutions Large volume of equipment purchased prior to Y2K is reaching end of useful life Technology does not dictate your strategy Cisco® empowers you to intelligently plan your migration strategy What are the challenges facing customers to move from today’s network to a fully converged IP network running IPC applications?

Fundamentals of the Migration Migration will take place over a period of time, it is not instantaneous Migration requires planning and coordination across the organization Migration should minimize short term and long term impact to users Migration choices are based on many factors, including ROI, long-term vision, organizational and geographic considerations, and “lessons learned” from past experience

Typical Path to IP Communications Before You Begin Lab Trial Live Pilot Migration Plan Greenfield Deployments Implementation Business Analysis Day 2 Support Commitment to IPC Migration Ongoing Management

Network Readiness Use QoS in LAN, MAN, and WAN No shared media LANs—Switched LANs only End-to-end QoS/Call Admission Control required Bandwidth requirements Calculated total requirements, use Call Admission Control and cRTP Network availability Network design, redundancy and best practices Network-based authentication and security Power for endpoint devices Power budget in wiring closet, prepare for Power over Ethernet Plan for E911 support with automated location management Have a thorough migration plan

Deployment Planning EXAMPLE Opportunities to migrate to IPC exist throughout an organization: Greenfield IP Telephony Large Site IP Telephony Remote Site IP Telephony Contact Center Voice Mail/Unified Communications Audio Conferencing Video Conferencing Mobile Telephony Where to begin is unique for each deployment, and depends on business and technology factors Phase One Greenfield IP Telephony Video Conferencing Remote Site IP Telephony Phase Two VoiceMail/ Unified Comm. Mobile IP Telephony Phase Three Planning a deployment requires answering several key questions: Which area of communications to migrate first? Call Control/Phones Contact Center Voice Mail Conferencing Which locations will be migrated? Greenfield HQ Remote Sites In what order will users be migrated? PBX by PBX? Functional Group? Parallel Systems? Audio Conferencing Large Site IP Telephony Contact Center

Current Voice Network Regional Office PSTN Headquarters Internet Legacy ACD Legacy VoiceMail Legacy PBX’s Legacy Phones Legacy PBX PSTN Headquarters Internet Legacy PBX/KTS VPN Access Telecommuter Branch Office TDM-Based Networks IP Call Control & Endpoints Applications Converged

Step 1: IP Call Control in One Site Regional Office Cisco Unified CallManager Legacy ACD Legacy VoiceMail Router/GW Legacy PBX’s Legacy Phones PSTN Router/GW Headquarters IP WAN Legacy PBX/KTS Internet Router/GW VPN Access Telecommuter Branch Office TDM-Based Networks IP Call Control & Endpoints Applications Converged

Step 2: IP Call Control Interworking with Legacy PBX at HQ Router/GW Regional Office Cisco Unified CallManager Legacy VoiceMail Cisco Unified CallManager Legacy ACD Router/GW PSTN Router/GW Headquarters IP WAN Legacy PBX/KTS Internet Router/GW VPN Access Telecommuter Branch Office TDM-Based Networks IP Call Control & Endpoints Applications Converged

Step 3: Migrate Remaining HQ Users from Legacy PBX Router/GW Regional Office Cisco Unified CallManager Legacy VoiceMail Cisco Unified CallManager Legacy ACD Router/GW PSTN Router/GW Headquarters IP WAN Legacy PBX/KTS Internet Router/GW VPN Access Telecommuter Branch Office TDM-Based Networks IP Call Control & Endpoints Applications Converged

Step 4: Extend Centralized Call Control to Remote Sites Router/GW Regional Office Cisco Unified CallManager Legacy VoiceMail Cisco Unified CallManager Router/GW PSTN Router/GW Legacy ACD Headquarters IP WAN Internet VPN Access Cisco Unified Survivable Remote Site Telephony Telecommuter Branch Office TDM-Based Networks IP Call Control & Endpoints Applications Converged

Step 5: Migrate Remaining Applications Cisco Unified CallManager Regional Office Cisco Unified CallManager Cisco Unity Router/GW PSTN Router/GW Headquarters IP WAN Internet VPN Access Cisco Unified Survivable Remote Site Telephony Telecommuter Branch Office TDM-Based Networks IP Call Control & Endpoints Applications Converged

IP Telephony TDM PBX Interoperability Interoperability between IP Communications and the PBX Ability to have and reuse existing centralized voicemail equipment Existing Voicemail System Cisco Unified CallManager QSIG Trunk Between CCM and PBX QSIG PBX PSTN PSTN Cisco Unified CallManager Supports: Lucent/Avaya Definity G3 Nortel Meridian 1 Siemens Hicom 300 E CS Alcatel 4400 Siemens Hicom 300 E Ericsson MD110 http://www.cisco.com/go/interoperability QSIG is a Inter-PBX signaling protocol 15+ year old industry-standard, supported by the world’s leading vendors

Integration to Existing Voicemail Digital Ports SMDI Nortel PBX Cisco Unified CallManager Analog Ports Challenges: Migration of phone users from PBX to Cisco Unified CallManager Keep existing voicemail system and integrate with both Cisco Unified CallManager and PBX Solution differs depending on VM, PBX and type of integration Voicemail Vendor Certified Solutions Keep existing voicemail system and integrate with both Cisco CallManager and PBX … a second migration approach INTEGRATE WITH IP VOICEMAIL or IP UNIFIED COMMUNICATIONS: Migrate to IP Voice Mail or IP Unified Messaging, Legacy PBX/VM with Unity/ CallManager SMDI Dual Switch SMDI Integration Unity Bridges – Network Voice Mail VPIM SMDI—Simplified Message Desk Interface Cisco Unity supports the Audio Messaging Interchange Specification analog (AMIS-a) protocol, which provides a mechanism for transferring voice messages between different voice messaging systems. Cisco Unity supports the Voice Profile for Internet Messaging (VPIM) protocol, which is an industry standard that allows different voice messaging systems to exchange voice, fax, and text messages over the Internet or any TCP/IP network. SMDI Support/ CallManager Certified Dual SMDI Support Digital Phone Integration Avaya Intuity Yes/Yes No Avaya (VMX) Serenade Yes Avaya (Octel) Aria Meridian Mail (GP) Yes/No Siemens PhoneMail Nortel CallPilot

Unity Migration

How Cisco Unity Eases Migration to IP Communications Cisco Unity® increases organizational effectiveness and employee productivity Access to messages from anywhere, from any device Enables employees to respond more quickly, increasing organizational effectiveness Cisco Unity interoperates with existing infrastructure—PBXs or legacy voicemail Integration with existing TDM infrastructure enables customer to migrate at planned pace Lowers operating costs—faster moves, adds, changes Works with existing tools and processes (directories, e-mail, mobile devices, etc.) Customers can migrate to a full IP solution at their own pace Cisco Unity can be installed prior to deployment of IP telephony and will work with IPT, protecting customer’s investment Cisco Unity is an easy first step to take to start deploying IP Communications applications It works with your existing TDM infrastructure and with Cisco CallManager, enabling you to realize the benefits of an IPC application while you migrate It also enhances your existing Exchange or Domino messaging applications, enabling better productivity without having to completely replace an existing application. Some Unity customers (about 15%) install Unity ahead of Call Manager, and as Call Manager is deployed the migration is seamless

Cisco Migration Example Saving several million dollars annually Replace 160 Avaya systems with 45 Cisco Unity® systems Develop Best Practices that can be leveraged by our customers In the US, within 5 weeks of the Unity deployment to 19000 users, the number of calls to the help desk dropped below the number of calls with the previous Octel system. Centralized management of all of the Unity systems also decreases operating costs

Cisco Unity A Powerful Migration Tool Dual Switch Integration Allows for seamless deployment and migration of users from one system to another at the customer’s pace Protects existing TDM PBX investment during transition to IP Cisco Unity® Server Microsoft Exchange message store TDM PBX SMDI Link Analog Lines Legacy Phone IP SCCP (Skinny) T-1 line PSTN 3600 Router Workstation with Microsoft Outlook Cisco® Unified CallManager IP Phones

Supported Legacy PBX Integrations Cisco Unified CallManager IP Cisco Unified CallManager Express Alcatel 4400 Analog or PIMG or EGW Avaya Definity G3 Analog or Digital / SMDI Avaya Merlin Legend Analog Centrex: Avaya 1AESS, 5ES, Nortel DMS 100 Serial ECI Coral III Ericsson MD-110 Fujitsu 9600 Intecom E14 Millennium Intecom IBX S80 Matra 6500 MItel SX-200 and SX-2000 NEC NEAX 2000 and 2400 Nortel Meridian 1 Digital / SMDI Siemens 9751 v. 9006i Siemens Hicom 300 Analog or Digital (PIMG) Syntegra ITS Teltronics 20-20 LX (formerly Harris) Toshiba CTX 670 List of integrations continues to grow with ongoing testing/trials New PBX’s are added to the supported integrations list on a regular basis The new candidates for inclusion are based on customer demand Cisco uses what is called the Out-of-box (OOB) process to qualify new integrations. (This is because we are not able to procure and test against all legacy PBX hardware) For out of box process, account team submits request for PBX OOB consideration Cisco Unity technical team reviews request for integration suitability Customer runs test plan with help of SE/distributor Once testing successfully completed, internal documents and processes updated/implemented to support new integration

Cisco Unity Message Interoperability Options Traditional TDM voice mail system Octel Analog Networking to Octel System Cisco Unity Bridge Server AMIS/Analog Octel connection via analog lines Microsoft Exchange message store TDM PBX SMDI Link Legacy Phone Cisco® Unity Server Analog Lines IP SCCP (Skinny) PSTN T-1 line VPIM 3600 Router VPIM Traditional TDM voice mail system with IP interface for VPIM Workstation with Microsoft Outlook IP Phones Dual Switch Integration PLUS Message Interchange (AMIS, Bridge, or VPIM) Cisco® Unified CallManager

Unified Messaging Interoperability with Existing Voicemail Using AMIS Traditional TDM voice mail system Octel Analog Networking to Octel System AMIS/Analog Octel connection, via analog lines Microsoft Exchange message store Cisco® Unity Server TDM PBX SMDI Link Legacy Phone Analog Lines Cisco Unity AMIS Simultaneous transfer of messages between Cisco Unity and other messaging systems supporting AMIS Cisco Unity AMIS supports Octel 100, 250, 350, Intuity, Nortel Meridian Mail, Siemens PhoneMail, Centigram Subscriber-to-subscriber messaging for seamless deployment IP SCCP (Skinny) VPIM PSTN Workstation with Microsoft Outlook IP Phones

Cisco Unity Integration with Voice Mail Systems using Voice Protocol for Internet Messaging (VPIM) Call Pilot One Unity is VPIM enabled The other Unity Networked All VPIM messages go through the Internet Voice Connector, This is for both in bound and out bound traffic. Incoming messages do a global search, so, there can be no dialing conflicts in the Unity Network Meridian Mail Mail Net Gateway VPIM Message Over SMTP IVC Cisco Unity supports the Voice Profile for Internet Messaging (VPIM) protocol, which is an industry standard that allows different voice messaging systems to exchange voice, fax, and text messages over the Internet or any TCP/IP network. VPIM is based on the Simple Mail Transfer Protocol ( SMTP) and the Multi-Purpose Internet Mail Extension ( MIME) protocol. Here’s an example of message flow Interoperability with VPIM - Voice Profile for Internet Mail Available with Unity 4.0(1) Voice enabled SMTP message, sent as an email Interoperability with disparate systems Nortel Meridian Mail via Meridian Mail Net Gateway, Nortel CallPilot, Mitel/Baypoint NuPoint Messenger In Process – support for Avaya Intuity Interchange Efficient use of resources, Immediate Message Delivery, Easy to Administer VPIM Enabled Networked Unity Cisco Unity Dallas Server Cisco Unity Bellevue Server

Cisco Unity Voice Message Interoperability AMIS Unity Bridge VPIM PhoneMail Meridian Mail Repartee, Octel 100, 250 & 350 Intuity Interchange Centigram Avaya/Octel Unifed Messenger Octel 100, 250 & 350 Intuity Interchange Meridian Net Gateway for Meridian Mail Centigram Nortel CallPilot Intuity Interchange Voice Mail Supported Widely supported & understood for legacy voicemail systems Native Analog Octel Networking, advanced msg, directory change synchronization Digital, industry standard, efficient Pros In the past year, Cisco Unity has come a long way, adding to our analog AMIS solution for message interoperability with Cisco Unity Bridge. Cisco Unity Bridge provides more advanced messaging capabilities (such as hit “8” to reply in addition to basic subscriber-to-subscriber messaging) for message interoperability to Avaya/Octel voice mail systems using Octel Analog Networking. In addition, support of VPIM (Voice Profile for Internet Messaging) was added that provides for efficient, digital, message interoperability with systems that support VPIM. It is important to note that ALL THREE of these options should be considered even though VPIM provides the best features and most efficient means of transport. Although AMIS is analog and only provides subscriber to subscriber messaging, it may be the right choice for your customer who has support for AMIS already with their traditional voicemail system they want to replace. They often would need to purchase a software upgrade from Nortel, for example, to get VPIM support. And, by the time they’ve done that, they would likely not want to invest to replace that voice mail system with Unity. So, be sure you select the right option for your particular customer’s needs. Basic subscriber- to-subscriber messaging only, no directory sync Limited to Octel/ Intuity Interchange, no digital networking for Aria/Serenade, limited NDR Not yet widely adopted or supported No Directory change synchronization Cons

Cisco Unity PBX IP Media Gateway (PIMG) Server Microsoft Exchange message store Legacy PBX PIMG SIP An 8 port, stackable integration device designed to offer a high quality connection between Cisco Unity or Cisco Unity Connection servers and your existing legacy Private Branch Exchange (PBX) switch Emulates a digital phone (station) on the PBX side and connects to the Cisco Unity server on an IP connection using the Session Initiation Protocol (SIP) Up to 9 PIMG's can be stacked and connected to a single legacy PBX to provide up to 72 simultaneous voice sessions to the Cisco messaging server.

Legacy Voicemail Network Legacy PBX Legacy PBX Legacy PBX Octel Audix Octel Phone Mail Octel Legacy PBX Call Pilot Legacy PBX Legacy PBX

Cisco Unity Branch Office Consolidation Legacy PBX Legacy PBX Legacy PBX PIMG PIMG PIMG Cisco® Unity PIMG PIMG Legacy PBX Legacy PBX PIMG Legacy PBX

Cisco Unity Branch Office Consolidation Customer benefits review Single point of administration Enables admin by a single administrator Multiple system administration not required Eliminates voice networking administration Cisco Unity auto attendant can access all locations Single system support contract Eliminates all analog networking expenses Failover/redundancy affordable for all location at one centralized site

Contact Center Migration

Customer Interaction Network Web Apps, Speech-enabled self service Business Rules, Routing Logic, Treatment Engine, Reporting Shared applications/services Hosted anywhere on network Distributed services and end points Standards based interfaces CVP Voice/Data Network Agents Internet CRM Telephony Gateway PSTN Stores / Home Agents Knowledge Workers Departmental Care Groups Cisco Unified CallManager

Migrating to a Customer Interaction Network Leverage the legacy, invest for the future Speech-enabled Call Treatment Queue, treat and control at the edge Efficient switching of calls to legacy ACDs Reduced transport costs Pulling intelligence into the network Improved cross-site transfers IP Network LEC Long Distance (800) Carrier LEC Toll Bypass Vendor XYZ Local Exchange Carrier CVP

Graceful Migration to IP Agents Compelling Events Branch and Store Transformation Green field sites End of Life Remote agents Disaster recovery mandates Partnering or outsourcing ICM IP Network LEC Long Distance (800) Carrier LEC Toll Bypass Local Exchange Carrier CVP

Long Distance (800) Carrier Continued Migration Flexible “units” for migration Migrating systems from TDM to IP Additional sites Expansion of IP agents ICM IP Network LEC Long Distance (800) Carrier LEC Toll Bypass Local Exchange Carrier CVP

Full Transition to IP in Enterprise Accrue the full benefits True convergence – cost savings Complete flexibility Migrating systems from TDM to IP Additional sites Expansion of IP agents IP Network LEC Long Distance (800) Carrier LEC Toll Bypass Local Exchange Carrier CVP

Additional Resources Cisco IP Communications Interoperability Portal - designed to help you interoperate with your current architecture and applications when moving to Cisco IP Communications. http://www.cisco.com/warp/public/779/largeent/avvid/inter_operability/ Cisco IP Telephony Solution Reference Network Design (SRND) for Cisco Unified CallManager 4.0 and 4.1 - provides design considerations and guidelines for deploying Cisco IP Communications solutions. http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guide_book09186a00805fdb7b.html

Summary Benefits of IP communications applications are clear, but customers need cost-effective transition to IP Communications Product lifecycles are forcing technology decisions Technology does not dictate your strategy Cisco® empowers you to intelligently plan your migration strategy

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