© 2004, Cisco Systems, Inc. All rights reserved.

7-2 Cisco Sales Essentials

IP Telephony © 2004, Cisco Systems, Inc. All rights reserved. 7-3 Cisco Sales Essentials

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-4 Course Outline Cisco Sales Essentials Introduction Course Overview Why Cisco? AVVID Solutions Campus LAN Wireless LAN WAN IP Telephony Security and VPN Network Management Service and Support Optical Networking Storage Networking Content Networking Video High-Speed Access Tools and Resources

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-5 Introduction This lesson includes the following information: IP telephony components that enable voice traffic to be transmitted over IP data networks Cisco IP Telephony product offerings Types of customer situations that would benefit from IP telephony solutions

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-6 Objectives Upon completion of this lesson, you will be able to perform the following tasks: Identify the definition of IP telephony and the function of technologies that support IP telephony Describe how IP components replace traditional network components and place them in a network map Identify the features and functionality of the Cisco product series that support IP telephony Identify opportunity indicators for IP telephony

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-7 Manufacturing company: Designers move throughout the facility for different projects. The company needs to relocate phones extensions and laptops to new work areas easily. The IT staff must reconfigure the phone network for each move. The company hopes to decrease the complexity of its systems and limit the growth of the IT staff. Business Example: Mobility

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-8 Business Example: Sophisticated Call Handling – Streamline the phone process – Reduce customer wait times – Improve employee productivity Customer needs: Company that develops computerized control systems Three customer service centers A single agent who receives all calls and routes requests to the appropriate engineers

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-9 The Solution Traditionally, organizations use separate voice and data networks. Restrictions of separate networks: – Require separate staffs to maintain them – Are not designed to allow easy mobility – Do not always take advantage of new, sophisticated applications IP telephony can eliminate such restrictions.

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-10 Voice Networks Legacy voice networks: Two types of networks today: – Voice – Data – Use analog telephones – Connect through the public switched telephone network (PSTN) – Are circuit switched – Follow a single, dedicated path through the network – Send data constantly in order to ensure intact signals

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-11 Data Networks Data networks IP Address: Packet – Use routers and IP addresses to connect computers and other networks – Are packet switched – Send data in chunks, for signals do not need to arrive intact The Internet is the largest packet-switched network.

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-12 Enterprise Networks Telephones connect to a private branch exchange (PBX) or Centrex. Switching equipment provides telephone features: – Voice messaging – Call transferring – Call forwarding Switching equipment connects the organization to the PSTN.

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-13 LANs and WANs Most organizations have LANs for their data networks. LANs use routers to connect to WANs. –The Internet is a public WAN. –A company intranet is a private WAN.

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-14 Network Convergence A single network: Is easier to maintain than two separate networks Is simpler to manage than two separate networks Scales easily to include new users Can be upgraded to accommodate new, sophisticated data and voice applications Dramatically enhances communications flexibility and effectiveness

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-15 IP Address: IP Address: IP Telephony Definition Uses IP addressing Enables two-way transmission of voice traffic Sends voice transmissions over packet-switched TCP/IP networks

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-16 Quality of Service IP networks: Send data packets with variable transfer rates Resend data packets if packets have been lost Send voice packets sequentially and quickly using QoS QoS: Prioritizes voice traffic over data traffic Ensures that voice data arrives intact

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-17 Migration to IP Telephony Leverage existing infrastructure Become familiar with new technology Slowly change an existing network Easier network management Reduced toll charges Simpler moves, adds, and changes Gradual, methodical implementation allows organizations to: Installing IP phones and call- management software reveals benefits of IP telephony:

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-18 IP Telephony Components Clients: End-user devices Infrastructure: Switches Routers ClientCall ManagementInfrastructure Applications Voice applications: Advanced call-handling software Call management: Call-processing software Call-processing hardware

Understanding IP Telephony Terms © 2004, Cisco Systems, Inc. All rights reserved Cisco Sales Essentials

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-20 Cisco IP Telephony Solutions

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-21 Cisco IP Clients Traditional telephone functions Specialized IP telephony functions Is a Windows-based, PC application Allows for integration of contact directories Features a drag-and-drop interface for conference calls Cisco 7900 Series IP phones support : Cisco SoftPhone:

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-22 Cisco IP Client Positioning 7905 and 7910 for lobbies 7940G and 7960G for workstations 7935 for conference rooms Large, pixel-based LCD Internet access access Cisco 7900 Series positioning:Cisco 7900 Series features:

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-23 Cisco IP Telephony Infrastructure Small Office/Branch office: Catalyst 3550-PWR switch Service provider: 6000 Series multiservice switches Enterprise: Catalyst 4000 Series modular switches 6500 Series modular, multiservice switches 7800 Series Media Convergence Server and call-processing software

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-24 Cisco Voice Gateways The VG248 Analog Phone Gateway and Analog Adapter 180 Series connect these legacy communication devices to an IP network: Voice gateways connect traditional analog devices to an IP network. – Analog phones– Voice mail– Fax machines

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-25 Cisco Routers as Voice Gateways 2600XM and 7200 series routers can function as voice gateways. Voice interface modules and high-density voice modules: –Can be installed on these routers –Connect traditional telephony equipment to an IP network

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-26 Cisco CallManager Provides standard call processing for IP phones and softphones: –Signaling –Connection service Cisco CallManager Includes applications such as voice mail and audioconferencing Is installed on a network server

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-27 Cisco IOS Telephony Service Configure IP telephony devices Monitor IP telephony devices Manage IP telephony devices Enables network operators to easily:

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-28 Cisco CallManager Express Feature of Cisco IOS software Provides call processing for up to 100 Cisco IP phones Allows customers to scale IP telephony to a small site or branch office with a feature-rich solution

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-29 Cisco Survivable Remote Site Telephony (SRST) Offers emergency planning features for enterprise networks Allows IP phones at remote sites to function during a server shutdown or WAN failure Enables Cisco 1750, 2600, 3600, 3700, and 7200 routers at remote sites to assume the CallManager role to enable basic IP telephony functions

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-30 Cisco Voice Applications Are interoperable and network-based Allow network operators to expand IP telephony functions –Example: Cisco Conference Connection is an IP-based audioconferencing solution that provides a web-based interface for participants and security for sensitive conferences

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-31 Cisco IP Contact Center Enterprise Is an integrated solution that enables companies to rapidly deploy a distributed contact center Segments customers Monitors resource availability Delivers each contact to the most appropriate resource anywhere in the enterprise Clear migration strategy from traditional time-division multiplexing (TDM) automatic call distributor (ACD) deployments Leverages customers current investment to migrate to IP at their own pace

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-32 Cisco IPCC Express For departmental, enterprise branch, or small- to medium-size companies to deploy an entry-level or mid-market contact center solution Integrates into Cisco CallManager Delivers sophisticated call routing, contact management, and administration features Offers ease of installation, configuration, and application hosting Supports up to 200 agents and 72 supervisor positions

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-33 Cisco Unity Is a Unified Communications Solution Helps enterprises improve customer service and productivity by allowing employees to manage messages and calls from anywhere, at anytime, regardless of access device or media type Integrates with desktop applications, such as Microsoft Outlook and Lotus Notes

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-34 Cisco Unity Express Is a network module for the Cisco 2600XM, 2691, and 3700 Series access routers Provides integrated, entry-level, voice mail, and automated attendant services Operates under Cisco CallManager Express control Offers a cost-effective voic solution for up to 100 users working in an enterprise small branch office or small business

Human IP Telephony Network Exercise © 2004, Cisco Systems, Inc. All rights reserved Cisco Sales Essentials

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-36 Opportunity Indicator: Multiple Call Centers Opportunity indicator: –Multiple customer service call centers the use the PSTN to route calls Cisco IPCC solution: –Improves customer service –Increases the number of transactions –Controls costs

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-37 Opportunity Indicator: Toll Bypass Opportunity indicator: –Manufacturer that wants to bypass toll calls Cisco CallManager solution: –Improves customer service –Improves productivity –Reduces toll-call costs

© 2004, Cisco Systems, Inc. All rights reserved. CSE v2.0—7-38 Summary The definition of IP telephony and the function of technologies that support IP telephony How IP components replace traditional network components and where to place them in a network map The features and functionality of the Cisco product series that support IP telephony Opportunity indicators for IP telephony This lesson covered the following main topics:

Cosmopolitan Coffee Case Study © 2004, Cisco Systems, Inc. All rights reserved Cisco Sales Essentials