WHITE PAPERDeploying Mobile UnifiedCommunications for Cisco
Table of Contents1.	Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....
1. IntroductionSmartphones and tablets are everywhere and many enterprises are consideringdeploying Unified Communications...
International “roaming” costs are high and quickly add up. A Mobility system whichutilizes VoIP over Wi-Fi or 3G/4G cellul...
Support for BYODCorporate I.T. is being driven to support personal “Bring You Own Device”. It’s notdesirable to support on...
•	 isco Mobile 8 – SIP based mobile application for iOS (iPhone, iPad, etc.), requiring a  C  Wi-Fi connection.•	 isco Jab...
well when connected to the corporate LAN (where QoS can be guaranteed). Howeverquality and performance can degrade signifi...
The biggest drawback is that MVS can only be used with BlackBerry devices. MVSrequires integration with the BlackBerry Ent...
One solution for mobility. One solution to manage. One solution to deploy.ShoreTel Mobility is a single solution that simu...
ShoreTel Mobility also reduces telecom costs by offering:•	 Reverse Dial”1 - The ability to have the mobile phone call the...
The ShoreTel Mobility system and the RoamAnywhere Client deliver the richest set offeatures for end users including:•	Inte...
6. Summary                                                      To determine your requirements for deploying a Mobile Unif...
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  1. 1. WHITE PAPERDeploying Mobile UnifiedCommunications for Cisco
  2. 2. Table of Contents1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32. What are the drivers for deploying Mobile Unified Communications? . . . . . . . . . . . 33. What factors influence which Mobility system to deploy . . . . . . . . . . . . . . . . . . . . . 54. Cisco Mobility overview - What does Cisco offer for Unified Communications? . . 55. ShoreTel Mobility - An alternate approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86. Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Figure 1: ShoreTel Mobility integrates leading mobile devices with enterprise communications applications and infrastructure. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Deploying Mobile Unified Communications for Cisco PAGE 2
  3. 3. 1. IntroductionSmartphones and tablets are everywhere and many enterprises are consideringdeploying Unified Communications for their mobile devices. When integrated with thecorporate environment, mobile unified communications provides many features andcapabilities for mobile devices.2. What are the drivers for deploying Mobile Unified Communications?There are several factors that can drive the decision to deploy Mobile UnifiedCommunications. Some of these drivers help determine the need for a mobility solutionand others drive the decision of which system to deploy.• educe mobile costs – Lower costs for cellular voice plans (excessive voice minutes), R international calls, and international roaming.• ncrease productivity – Improve accessibility and responsiveness by extending voice I services to the mobile workforce.• everage investment in communications infrastructure – Deploy Unified L Communications applications to mobile devices. Improve in-building coverage by utilizing internal WLAN for enterprise voice network.• upport for BYOD – Enable employees to use their familiar personal mobile device S (“Bring You Own Device”). Provide support for many devices, including Android, BlackBerry, iOS devices (iPhone, iPad, iPod Touch), and Nokia.Some of these drivers can justify deploying Mobile Unified Communications on theirown. The following section describes how Mobile UC benefits are realized for thesedrivers.Reduce mobile costsFor many companies, mobile phone costs are the primary reason for deploying a Mobilitysolution. These costs are somewhat unpredictable and vary with travel and businessactivity. End users are not always willing or able to use the “least cost method” of placingphone calls on mobile phones.Most mobile phone service plans have a fixed number of minutes per month or are partof a “pooled” plan with multiple devices. The total amount of “minutes per month” mustbe managed and ideally adjusted as calling trends vary. This is not always possible orfeasible due to fees for changing rate plans or resources required to monitor monthlyusage.International calling is one of the most expensive, and often the most abused, form ofmobile phone calls. Users should be able to place any call without worrying about thecost. A Mobility system, leveraging the enterprise voice network, can eliminate highmobile international calling costs.Deploying Mobile Unified Communications for Cisco PAGE 3
  4. 4. International “roaming” costs are high and quickly add up. A Mobility system whichutilizes VoIP over Wi-Fi or 3G/4G cellular data will eliminate these charges. For additionalsavings when a data network is unavailable, it can use local “in country” access numbers,rather than relying on roaming, to dramatically reduce international calling costs.Without a Mobility system, mobile costs can get out of control quickly and there are fewways to monitor when these conditions arise. Mobility systems can substantially reducemobile costs in several areas.Increase productivityMany individuals have several contact phone numbers (corporate desk phone, mobilephone, home phone etc.) making it difficult for a caller to reach them. Some PBX systemscan ring multiple internal devices, but most can only forward to one external location at atime (and when that happens the PBX loses control of the call). This is not very flexible.Also if a call is forwarded to a mobile phone and is unanswered, that call will go to themobile phone’s voicemail (not the corporate voicemail system). In this case, the user hasmultiple voicemail systems to manage.Mobility systems make it easier to reach fellow co-workers by allowing mobile usersto dial internal extensions (rather than the full corporate number). The proper internalextension and name is also displayed by the PBX, rather than the mobile phone number.With a Mobility system, a mobile user advertises one unique contact phone number (thecorporate phone number), the system handles calling all phone devices, all unansweredcalls go to the corporate voicemail system, and the mobile user has flexible dialingoptions. This simplifies contact and provides a more responsive and accessible mobileworkforce.Mobile Presence also increases productivity. Employees can look at their contacts anddetermine who is available or where they are located before phoning, thereby makingcommunications more efficient.Leverage investment in communications infrastructureMany companies have made large investments in deploying Unified Communications toregular “desktop” systems. Additionally, campus-wide WLAN infrastructure has beenprovided for laptop users. It would be beneficial if these investments could be extendedand leveraged for other uses, such as for mobile users.Mobility systems can help extend those UC applications to mobile users by providingintegration to the corporate voice network for phone calls, integrated and unifiedvoicemail, access to Presence information, Instant Messaging, etc.Mobility systems utilize the internal WLAN to provide VoIP over Wi-Fi. This improvesthe in-building signal coverage for mobile users and allows a more effective and betterquality use of the mobile device when inside a campus environment.Deploying Mobile Unified Communications for Cisco PAGE 4
  5. 5. Support for BYODCorporate I.T. is being driven to support personal “Bring You Own Device”. It’s notdesirable to support only a limited number of mobile devices that were “certified” orwhich client software only works on some units. Users are demanding to bring their owndevices into the corporate environment and use them effectively.A robust Mobility solution should support a wide variety of devices (Android, BlackBerry,iPhone, iPad, iPod Touch, Nokia, etc.). The Mobility solution should be flexible to supportfuture devices as they become available. The Mobility solution should be “device agnostic”.Additionally, the Mobility system should work consistently with all types andmanufacturer’s devices. The same client software should operate and be managed as asingle application. Client software should be easy to use and should utilize the mobiledevices familiar interface.3. What factors influence which Mobility system to deploy?While determining which Mobility solution to deploy, consider the following factors. Mostsolutions cannot deliver on all these factors. They capitalize on one or two areas but arefall short in other areas.• ives the best Return on Investment (ROI). G• Ensures robust security.• rovides the best user experience for end users (increasing productivity). P• elivers support for a wide variety of smartphones. D• implifies deployment and daily system administration. S4. isco Mobility overview – What does Cisco offer for Unified C Communications?Cisco Systems provides several Unified Communications (UC) solutions, including theCisco Unified Communications Manager (CUCM) IP Telephony system. It is a very “deskphone centric” solution. Some vendors have been able to develop applications and toolsfor desk phone control and integration with other Cisco ancillary systems.Cisco is still relatively new in Mobile Unified Communications. Some applications areavailable, but are somewhat limited in their functionality. The CUCM system has a few“out of the box” applications that can be used for Mobility.• UCM call forwarding – basic PBX style forwarding to a secondary device. C• isco Unity voicemail Call Handler – basic Interactive Voice Response (IVR) menu C system with some transfer and announcement features.• isco IP Communicator – software application which provides “desk phone” C capabilities on a PC system.Deploying Mobile Unified Communications for Cisco PAGE 5
  6. 6. • isco Mobile 8 – SIP based mobile application for iOS (iPhone, iPad, etc.), requiring a C Wi-Fi connection.• isco Jabber for Android – SIP based mobile application for Android, requiring a Wi-Fi C connection.• okia Call Connect for Cisco – mobile application for Nokia Symbian-based N smartphones which provides cellular and VoIP over WLAN calling.• isco Unified Mobile Communicator / Cisco Unified Mobility Advantage – end of sale C mobile application system.• lackBerry MVS (Research In Motion’s BlackBerry Mobile Voice System) – mobility B application for BlackBerry phones only.As you can see, Cisco offers a complex mix of solutions with several limitations. Not onlydoes it burden I.T. with having to deploy and manage a separate solution for each mobiledevice platform, but also becomes an unviable option in an environment of mixed PBXssince its mobility solutions work only with a Cisco PBX system.A detailed description of each of these products follows. When reviewing these systemsas a solution for Unified Communications, consider if they truly address your Mobilityneeds and would provide a complete solution.The Cisco Unified Communications Manager (CUCM) supports a flexible call routingscheme which can be utilized for forwarding calls to off-premises or to external ancillarysystems. Incoming calls typically will ring a desk phone and after some period of time(set by the administrator) the call can be routed to an alternate location. At this point callcontrol is typically lost as the CUCM does not control devices that are not “registered”(directly configured and administered) to the CUCM. Think of this method as simple deskphone forwarding for unanswered calls.The Cisco Unity voicemail system has a built-in call control feature called “Call Handlers”.These are individually programmable procedures which can play a menu to a caller,accept caller key press input and direct calls. Call Handlers are not as full featured as afull ACD/IVR (Automated Call Director / Interactive Voice Response) system that mightbe found in a Call Center environment, but they can be quite complex and offer someflexibility for mobility call routing. Cisco does not provide any pre-configured or “built-in”Call Handlers for specific Mobility routing; all Call Handler procedures need to be customcreated by the customer or integrator.The Cisco IP Communicator provides a software based telephone application (“softphone”) which runs on a Windows system. This is a typical application which allows a userto place and receive phone calls via their computer similar to using a regular desk phone.Almost all desk phone functions are replicated in the IP Communicator. A headset andmicrophone is required (either built in to the PC system or via an externally connectedor USB style headset). Cisco promotes the IP Communicator as a Mobility tool as it canbe used away from the user’s desk and is available anytime the user is connected tothe corporate LAN (either directly or via VPN). The IP Communicator performs quiteDeploying Mobile Unified Communications for Cisco PAGE 6
  7. 7. well when connected to the corporate LAN (where QoS can be guaranteed). Howeverquality and performance can degrade significantly when using external networks (hotels,residence based broadband, etc.) and especially over Wi-Fi (airports, coffee shops, etc.)where QoS is not provided.Cisco Mobile 8 is a SIP based application for the iPhone only. This is the closest to a trueMobility application. Cisco Mobile 8 provides integration to the Cisco Call Manager voicenetwork and allows the user to place and receive calls over an integrated Wi-Fi network.Internal extension and external calling, access to voicemail, conference, transfer, hold,park and transfer to/from the desk phone is available. Contacts are available based onthe directory integration with the Call Manager.A Wi-Fi connection is required in order to use Cisco Mobile 8. Authentication isautomatic when using the internal corporate WLAN. When connected to an externalWLAN, a VPN connection must be established first.Cisco Mobile 8 can transfer a Wi-Fi call in progress to the cellular network (“hand-out”),Mobile 8 cannot transfer a cellular call to Wi-Fi (“hand-in”).Cisco Mobile 8 does have the ability to send calls over the cellular 3G data network. Bydefault this feature is disabled. Cisco recommends using this feature with care as datathroughput over 3G is not always reliable.The Cisco Mobile 8 application cannot itself place a regular cellular call. If the userattempts to place a call when not connected to Wi-Fi, an error message is displayed andthe user must place the call with the device’s native dialer application.Cisco Jabber for Android is an Android application that allows the user to place andreceive calls using the internal corporate WLAN. Cisco Jabber for Android supportstransfer, conference, hold, and resume. Calls can be handed off to the mobile provider’snetwork from Wi-Fi coverage. Calls in progress can be transferred between the Androiddevice and a Cisco Unified IP Phone.A connection to the Enterprise network using Wi-Fi is required to use Cisco Jabber.When not connected to the internal Wi-Fi directly, a VPN connection is required from thedevice to register the application. VPN must be configured before using Cisco Jabber.Cisco Jabber is supported on several devices running Android 2.2+. Not all devices aresupported.Cisco Unified Mobile Communicator and Cisco Unified Mobility Advantage have beenannounced as “end of sale” and will not be available after March 2012.BlackBerry MVS (BlackBerry Mobile Voice System) is the mobile application developedby RIM (Research In Motion) for BlackBerry phones. It has many features including Voiceover Wi-Fi, transfer to desk phone and integration with the corporate voicemail system. Itdoes have a limited Wi-Fi to cellular handover, but this transfer can only happen once percall.Deploying Mobile Unified Communications for Cisco PAGE 7
  8. 8. The biggest drawback is that MVS can only be used with BlackBerry devices. MVSrequires integration with the BlackBerry Enterprise Server (BES).5. ShoreTel Mobility – An alternate approachShoreTel Mobility is a comprehensive Mobile UC solution that integrates with anorganization’s existing enterprise communication applications and infrastructure, andextends PBX/UC capabilities to leading smartphones and tablets. It not only integrateswith a Cisco PBX/UC system, but also other leading systems such as Avaya, Nortel,Microsoft and ShoreTel. ShoreTel Mobility works even if your infrastructure includesmultiple PBX vendors (such as with multiple sites/campuses or from acquisitions).ShoreTel Mobility has two components: the Mobility Router and the RoamAnywhereClient.The Mobility Router integrates with the enterprise PBX and UC systems and extendscapabilities to mobile devices via the RoamAnywhere Client.The RoamAnywhere Client is natively integrated with the mobile device and gives usersaccess to features and capabilities such as extension dialing, hold, transfer, presence etc.It also gives users the freedom to connect from any location (office, home, hotspot) andover any network (Wi-Fi, 3G/4G, cellular).Wi-Fi Access from:• Home networks Internet• Hotel Wi-Fi• Hotspots Ext. 1010 DMZ ShoreTel Secure Remote Voice SSL/AES-256 encrypted ShoreTel SIP Trunk SIP Trunk Mobility Cisco UCM Router Cisco router PSTN SIP Line Mobility Router 4000 Corporate SIP Line Wi-Fi “Dial via Office” Connection Connected cell call Phones Ext. 1000 Ext. 1010 Ext. 1000 Figure1: ShoreTel Mobility integrates leading mobile devices with enterprise communications applications and infrastructure.ShoreTel Mobility is an award-winning solution that differentiates itself from the Ciscosolutions in several ways.Deploying Mobile Unified Communications for Cisco PAGE 8
  9. 9. One solution for mobility. One solution to manage. One solution to deploy.ShoreTel Mobility is a single solution that simultaneously supports a broad rangePBX/UC systems and mobile devices (Android, iOS, BlackBerry OS, Symbian/Nokia.)Unlike with Cisco, there is only one application to deploy and manage simplifyingadministration for IT.• he Mobility Router is easy and uncomplicated to deploy. The ShoreTel Mobility Router T is a self-contained appliance and is easily configured via a web interface.• nlike Cisco which requires the administrator to perform software updates and U configuration from multiple servers to deploy the settings and updates to each smartphone platform type, with ShoreTel Mobility’s central client management portal bulk configuration and software updates can be made with a single click across all devices, eliminating the need for manual upgrades and end user intervention.• nlike Cisco which requires a separate application for each service, ShoreTel delivers U all enterprise communication services (voice, presence, IM, security, etc.) within a single unified application. For example, Cisco requires two clients on both iPhone and BlackBerry platforms with one app to support cellular calling and Presence while another app supports Wi-Fi calling.• horeTel Mobility has an integrated and voice-optimized SSL VPN which secures voice S communications between the RoamAnywhere client and the Mobility Router.Once fully configured the system itself rarely requires configuration modification ormaintenance. System updates are applied and installed via the same interface and onlytake minutes to complete. Client updates are delivered over the air.The ShoreTel Mobility system is the easiest to use for end users. The client applicationintegrates with the native telephone application. Users dial and receive calls from afamiliar looking keypad and “in call” features and options are readily available throughon screen buttons and menu selections.The ShoreTel Mobility system is the most cost effective on a daily basis (recurringlicensing, maintenance, etc.). Mobile cost reduction is accomplished by reduced oreliminated international roaming and long distance costs, eliminated overage chargesand the overall cost of mobile devices is reduced by eliminating unneeded mobilephones and licensing. Additionally, many users find the advantage of giving up theircorporate desk phone and using their mobile device exclusively (thus reducing theexpensive cost of desk phones).Deploying Mobile Unified Communications for Cisco PAGE 9
  10. 10. ShoreTel Mobility also reduces telecom costs by offering:• Reverse Dial”1 - The ability to have the mobile phone call the enterprise PBX to receive “ inbound cellular calls. This will save costs in areas where outbound cellular calls are free or less expensive than outbound “land line” or trunk calls.• ountry based access numbers2 – for outbound calls when not on Wi-Fi, the mobile C phone must contact the Mobility system. When the user is international, this can result in international roaming and international call charges. When a local “in-country” access number is provided (by the enterprise voice network), ShoreTel Mobility can utilize the local number, avoiding the international call. 1 “Reverse Dial” is available on BlackBerry, iPhone and Nokia. 2 Country based access numbers are available on BlackBerry and Nokia.The ShoreTel Mobility system provides increased productivity as users are easier to reachand are more responsive. A unified voicemail capability eliminates the need to check andmanage multiple disparate voicemail systems; all voicemail is delivered to the commoncorporate voicemail system.The ShoreTel Mobility system provides better mobile reliability by leveraging the low costin-building Wi-Fi network. All calls to mobile devices use the corporate voice network(which is typically much lower in cost per call) and thereby reduces the need for mobileplans with extensive number of minutes.The ShoreTel Mobility system provides the best mobile UC security solution. WithShoreTel Mobility’s use of AES-256 encryption, IT administrators can be assured thattheir mobile voice communications are secure. Robust security is insured with strongdevice-level and user-level authentication, including digital certificate use, and automaticinitiation of application-layer SSL VPN when users are outside the enterprise firewall.Additionally, security for ShoreTel Mobility is an integrated product. Cisco Mobile 8 andCisco Jabber requires both Cisco ASA for SSL VPN and Cisco IPSec. VPN is required forthe other Cisco applications. Also, IPSec is less efficient for VoIP traffic due to larger per-packet overhead.Deploying Mobile Unified Communications for Cisco PAGE 10
  11. 11. The ShoreTel Mobility system and the RoamAnywhere Client deliver the richest set offeatures for end users including:• Internal extension dialing• Transfer, Hold, Enterprise Conference, Do Not Disturb• Transfer/retrieve from desk• Simultaneous ring• Single voicemail• Business dial (dial via corporate voice network)• Personal dial (dial via native cellular network)• Presence1• VoIP over Wi-Fi2, VoIP over 3G/4G3• Automatic handover (to/from Wi-Fi/Cellular)• Corporate directory access• Built-in SSL VPN 1 Presence is available on BlackBerry, Apple iOS and Nokia. 2 VoIP over Wi-Fi is available for all devices except CDMA BlackBerry. 3 VoIP over 3G/4G is available on BlackBerry and Apple iOS.ShoreTel Mobility offers a robust and complete product which addresses the key driversfor deploying a Mobile Unified Communications solution. ShoreTel Mobility is an industryleader with proven reliability and cost effectiveness.Deploying Mobile Unified Communications for Cisco PAGE 11
  12. 12. 6. Summary To determine your requirements for deploying a Mobile Unified Communications solution, consider what drivers are the most important (see “What are the drivers for deploying Mobile Unified Communications?” above). Often cost or cost control may be the dominate requirement, but you may discover that increasing employee accessibility and productivity may help drive to a more robust solution. Consider which Mobility solution best address the factors you have identified (see “What factors influence which Mobility system to deploy?” above). Mobility is evolving and products appear and disappear regularly. Determine which product best answers your business requirements and also will be a long term and stable solution. ShoreTel Mobility enables businesses of all sizes to integrate leading smartphones and tablets (Android, iOS, BlackBerry) with existing enterprise communication applications and infrastructure (Cisco, Avaya, ShoreTel, Microsoft) securely, simply and cost effectively. The RoamAnywhere Client extends Unified Communications applications including voice, location-aware presence and instant messaging to mobile devices securely. About ShoreTel ShoreTel is the provider of brilliantly simple Unified Communication (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com. WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. shoretel.com +1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax EMEA +800 408 33133 Freephone +44 (1628) 826300 Tel. ASIA PACIFIC +61 (0)2 9959 8000 Tel.Copyright © 2011 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks hereinare the property of their respective owners. Specifications are subject to change without notice. Part #850-1337-01/12.11

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