Cisco Unified Communications SRND for Cisco Unified CM 7.x

Cisco Unified Communications
Solution Reference Network Design
(SRND)
Based on Cisco Unified Communications Manager Release 7.x
July 21, 2010

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Text Part Number: OL-16394-07

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Cisco Unified Communications SRND (Based on Cisco Unified Communications Manager 7.x)
© 2010 Cisco Systems, Inc. All rights reserved.

CONTENTS

Preface xxxiii

New or Changed Information for This Release xxxiv

Revision History xxxv

Obtaining Documentation, Obtaining Support, and Security Guidelines xxxv

Cisco Product Security Overview xxxv

CHAPTER 1 Introduction 1-1

Overview of Cisco Unified Communications 1-2
Cisco IP Network Infrastructure 1-4
Quality of Service 1-4
Call Processing Agent 1-4
Communication Endpoints 1-5
Presence 1-6
Conferencing, Messaging, and Collaboration Capabilities 1-7
Applications 1-8
Security 1-10
Network Management 1-10

CHAPTER 2 Unified Communications Deployment Models 2-1

What's New in This Chapter 2-1

Single Site 2-2
Best Practices for the Single-Site Model 2-3

Multisite with Centralized Call Processing 2-4
Best Practices for the Centralized Call Processing Model 2-6
Remote Site Survivability 2-7
Voice Over the PSTN as a Variant of Centralized Call Processing 2-11
VoPSTN Using AAR 2-13
VoPSTN Using Dial Plan 2-14
Multisite with Distributed Call Processing 2-15
Best Practices for the Distributed Call Processing Model 2-17
Call Processing Agents for the Distributed Call Processing Model 2-18
Unified CM Session Management Edition 2-18
When to Deploy Unified CM Session Management Edition 2-19

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Differences Between Unified CM Session Management Edition and Standard Unified CM
Clusters 2-20
Clustering Over the IP WAN 2-21
WAN Considerations 2-22
Intra-Cluster Communications 2-23
Unified CM Publisher 2-23
Call Detail Records (CDR) and Call Management Records (CMR) 2-24
Delay Testing 2-24
Error Rate 2-25
Troubleshooting 2-25
Local Failover Deployment Model 2-25
Unified CM Provisioning for Local Failover 2-29
Gateways for Local Failover 2-30
Voicemail for Local Failover 2-30
Music on Hold and Media Resources for Local Failover 2-30
Remote Failover Deployment Model 2-30
Design Considerations for Section 508 Conformance 2-32

CHAPTER 3 Network Infrastructure 3-1


LAN Infrastructure 3-4
LAN Design for High Availability 3-4
Campus Access Layer 3-4
Routed Access Layer Designs 3-7
Campus Distribution Layer 3-9
Campus Core Layer 3-13
Network Services 3-14
Power over Ethernet (PoE) 3-29
Category 3 Cabling 3-30
IBM Type 1A and 2A Cabling 3-30
LAN Quality of Service (QoS) 3-31
Traffic Classification 3-32
Interface Queuing 3-34
Bandwidth Provisioning 3-34
Impairments to IP Communications if QoS is Not Employed 3-35
WAN Infrastructure 3-35
WAN Design and Configuration 3-36
Deployment Considerations 3-36
Guaranteed Bandwidth 3-37

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Dynamic Multipoint VPN (DMVPN) 3-38
Best-Effort Bandwidth 3-38
WAN Quality of Service (QoS) 3-39
Traffic Prioritization 3-40
Link Efficiency Techniques 3-42
Traffic Shaping 3-43
Resource Reservation Protocol (RSVP) 3-46
RSVP Principles 3-46
RSVP in MPLS Networks 3-49
RSVP and QoS in WAN Routers 3-52
RSVP Application ID 3-56
RSVP Design Best Practices 3-58
Provisioning for Bearer Traffic 3-60
Provisioning for Call Control Traffic with Centralized Call Processing 3-67
Provisioning for Call Control Traffic with Distributed Call Processing 3-72

Wireless LAN Infrastructure 3-72
WLAN Design and Configuration 3-73
Wireless Infrastructure Considerations 3-73
Wireless AP Configuration and Design 3-76
Wireless Security 3-77
WLAN Quality of Service (QoS) 3-79
Traffic Classification 3-80
Interface Queuing 3-80

CHAPTER 4 Gateways 4-1

Traffic Patterns and Gateway Sizing 4-2
Definitions and Terminology 4-2
PSTN Traffic Patterns 4-3
Normal Business Traffic Profile 4-3
Contact Center Traffic Profile 4-3
Gateway Sizing for Contact Center Traffic 4-4
Voice Activity Detection (VAD) 4-5
Codec 4-5
Performance Overload 4-5
Performance Tuning 4-5
Additional Information 4-6

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TDM and VoIP Trunking Gateways 4-7

Understanding Cisco Gateways 4-7
Cisco Access Analog Gateways 4-7
Cisco Access Digital Trunk Gateways 4-8
Tuning Gateway Gain Settings 4-8
Gateway Selection 4-8
Core Feature Requirements 4-8
Gateway Protocols 4-9
Gateway Protocols and Core Feature Requirements 4-11
DTMF Relay 4-12
Supplementary Services 4-13
Unified CM Redundancy 4-16
Site-Specific Gateway Requirements 4-18
QSIG Support 4-26

Fax and Modem Support 4-27
Gateway Support for Fax Passthrough and Fax Relay 4-27
Best Practices 4-29
Super-Group 3 Fax Support 4-30
Gateway Support for Modem Passthrough and Modem Relay 4-31
Best Practices 4-32
V.90 Support 4-33
Supported Platforms and Features 4-33
Platform Protocol Support 4-33
Gateway Configuration Examples 4-34
Cisco IOS Gateway Configuration for Modem Passthrough 4-35
Cisco VG248 Configuration for Modem Passthrough 4-35
Clock Sourcing for Fax and Modem Passthrough 4-36
T.38 Fax Relay 4-36
Named Service Event (NSE) T.38 Fax Relay 4-37
Protocol-Based T.38 Fax Relay 4-37
Gateways for Video Telephony 4-39
Routing Inbound Calls from the PSTN 4-40
Routing Outbound Calls to the PSTN 4-42
Automated Alternate Routing (AAR) 4-43
Least-Cost Routing 4-45
ISDN B-Channel Binding, Rollover, and Busy Out 4-45
Inbound Calls 4-46
Outbound Calls 4-47
Configuring the Gateways in Unified CM 4-47

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Call Signaling Port Numbers 4-47
Call Signaling Timers 4-48
Bearer Capabilities of Voice Gateways 4-48

CHAPTER 5 Cisco Unified CM Trunks 5-1


A Comparison of H.323 and SIP Trunks 5-2
Overview of H.323 Trunks 5-3
Overview of SIP Trunks 5-4
IP PSTN and IP Trunks to Service Provider Networks 5-5
Cisco Unified Border Element 5-5
Cisco Unified SIP Proxy 5-6
H.323 Trunks 5-7
Intercluster Trunk (Non-Gatekeeper Controlled) 5-7
Intercluster Trunk (Gatekeeper Controlled) 5-8
H.225 Trunk (Gatekeeper Controlled) 5-8
Gatekeeper Trunk Redundancy, Resilience, and Load Balancing 5-9

H.323 Trunks with Media Termination Points 5-14
H323 Outbound FastStart Call Connections 5-14
Other MTP Uses 5-14
H.323 Operation in Unified CM 5-15

SIP Trunks 5-17
General Deployment Considerations 5-17
DTMF Transport 5-18
SIP Delayed Offer and Early Offer 5-19
Media Termination Points 5-20
SIP Trunk Transport Protocols 5-20
SIP Intercluster Trunks 5-21
SRTP in SIP Trunks 5-23
Calling Party Number Normalization and SIP Trunks 5-23

Codec Selection Over IP Trunks 5-24

Cisco Unified CM Trunks and Emergency Services 5-25

Design Recommendations for Deploying IP Trunks 5-25

CHAPTER 6 Media Resources 6-1


Voice Termination 6-2
Medium and High Complexity Mode 6-3

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Flex Mode 6-3
DSP Resources for Voice Termination 6-4
Redundancy and Failover Considerations for Cisco IOS-Based Media Resources 6-9

Audio Conferencing 6-10
Audio Conferencing Resources 6-10

Video Conferencing 6-13

Secure Conferencing 6-13

Transcoding 6-15
Transcoding Resources 6-16

Media Termination Point (MTP) 6-17
Re-Packetization of a Stream 6-18
DTMF Conversion 6-18
DTMF Between Endpoints 6-19
SIP Trunk 6-20
SIP Early Offer 6-20
DTMF Relay over SIP Trunks 6-20
SIP Trunk MTP Requirements 6-21
Configuration of DTMF on SIP Gateways 6-22

H.323 Trunks and Gateways 6-22
H.323 Supplementary Services 6-22
H.323 Outbound Fast Connect 6-22
DTMF Relay over H.323 Trunks 6-23
Configuration of DTMF on H.323 Gateways 6-23
CTI Route Points 6-23
MTP Usage with a Conference Bridge 6-24
MTP Resources 6-24
Trusted Relay Point 6-25

Annunciator 6-25

Cisco RSVP Agent 6-27

Cisco IP Voice Media Streaming Application 6-27

Hardware and Software Capacities 6-28
PVDMs 6-28
Cisco 2900 and 3900 Series Platforms 6-29
Cisco 2800 and 3800 Series Platforms 6-30
Network Modules 6-30
Calculating DSP Requirements for the NM-HDV 6-31
General Design Guidelines 6-31
Media Resource Groups and Lists 6-31

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Media Functions and Voice Quality 6-32
Deployment Models 6-33
IP PSTN Access 6-35

CHAPTER 7 Music on Hold 7-1


Deployment Basics of MoH 7-2
Unicast and Multicast MoH 7-2
Co-resident and Standalone MoH 7-3
Fixed and Audio File MoH Sources 7-4
MoH Server as Part of the Unified CM Cluster 7-5

Basic MoH and MoH Call Flows 7-5
Basic MoH 7-5
User and Network Hold 7-7
Unicast and Multicast MoH Call Flows 7-8

MoH Configuration Considerations and Best Practices 7-9
Codec Selection 7-9
Multicast Addressing 7-9
MoH Audio Sources 7-10
Using Multiple Fixed (Live) Audio Sources 7-10
Unicast and Multicast in the Same Unified CM Cluster 7-11
Redundancy 7-12
Quality of Service (QoS) 7-12
Hardware and Capacity Planning for MoH Resources 7-13
Server Platform Limits 7-13
Resource Provisioning and Capacity Planning 7-14
Implications for MoH With Regard to IP Telephony Deployment Models 7-15
Single-Site Campus (Relevant to All Deployments) 7-15
Centralized Multisite Deployments 7-15
Call Admission Control and MoH 7-16
Multicast MoH from Branch Routers 7-17
Distributed Multisite Deployments 7-20
Clustering Over the WAN 7-21
Detailed Unicast and Multicast MoH Call Flows 7-21
SCCP Call Flows 7-21
SIP Call Flows 7-24

CHAPTER 8 Call Processing 8-1


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Unified CM Cluster Guidelines 8-2
Hardware Platforms 8-2
Unified CM Cluster Services 8-4
Intracluster Communications 8-5
Intracluster Security 8-7
Publisher 8-8
Call Processing Subscriber 8-8
TFTP Server 8-13
CTI Manager 8-13
IP Voice Media Streaming Application 8-14
Voice Activity Detection 8-14
Unified CM Applications 8-15
Unified CM Platform Capacity Planning 8-15
Unified CM Support for Locations and Regions 8-16
Unified CM Support for Gateways and Trunks 8-17
Capacity Calculations 8-18
Computer Telephony Integration (CTI) 8-18
CTI Architecture 8-19
CTI Applications and Clustering Over the WAN 8-20
Unified CM Capacity Planning 8-22
Provisioning 8-23
Implementation 8-26
Gatekeeper Design Considerations 8-26
Hardware Platform Selection 8-27
Gatekeeper Redundancy 8-27
Hot Standby Router Protocol (HSRP) 8-27
Gatekeeper Clustering (Alternate Gatekeeper) 8-30
Directory Gatekeeper Redundancy 8-33
Interoperability of Unified CM and Unified CM Express 8-36
Overview of Interoperability Between Unified CM and Unified CME 8-37
Call Types and Call Flows 8-37
Music on Hold 8-37
Ad Hoc and Meet Me Hardware Conferencing 8-38
Unified CM and Unified CME Interoperability via SIP in a Multisite Deployment with Distributed Call
Processing 8-38
Best Practices 8-39
Design Considerations 8-39
Unified CM and Unified CME Interoperability via H.323 in a Multisite Deployment with Distributed
Call Processing 8-42
Best Practices 8-43

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CHAPTER 9 Call Admission Control 9-1


Call Admission Control Principles 9-3
Topology-Unaware Call Admission Control 9-3
Topology-Aware Call Admission Control 9-7
Special Considerations for MPLS Networks 9-11
Call Admission Control Elements 9-12
Unified CM Static Locations 9-12
Locations and Regions Settings 9-14
Unified CM Support for Locations and Regions 9-15
Cisco IOS Gatekeeper Zones 9-16
Unified CM RSVP-Enabled Locations 9-18
Cisco RSVP Agent Provisioning 9-20
Cisco RSVP Agent Registration 9-21
RSVP Policy 9-24
Migrating from Static Locations to RSVP Call Admission Control 9-25
RSVP Application ID 9-28
Cisco IOS Gatekeeper and Cisco Unified Border Element with RSVP 9-29
Via-Zone Gatekeeper 9-30
Design Best Practices 9-31
Redundancy 9-32
Configuration Guidelines 9-33
Call Admission Control Design 9-37
Simple Hub-and-Spoke Topologies 9-37
Centralized Unified CM Deployments 9-38
Distributed Unified CM Deployments 9-39
Two-Tier Hub-and-Spoke Topologies 9-41
Simple MPLS Topologies 9-45
Generic Topologies 9-52

Design Recommendations for Call Admission Control 9-62

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CHAPTER 10 Dial Plan 10-1


Dial Plan Enhancements in Unified CM 7.x 10-2
Overview of the New Dial Plan Features 10-3
Local Route Group 10-3
Support for + Dialing 10-3
Calling Party Number Transformations 10-4
Called Party Number Transformations 10-4
Incoming Calling Party Settings (per Gateway) 10-4
Logical Partitioning 10-5
Planning Considerations 10-6
Dialed Pattern Recognition 10-6
Grouping by Dialing Habits 10-7
On-Net versus Off-Net Dialing 10-7
Abbreviated Dialing 10-8
Avoiding Overlap of Extension Dialing 10-8
Dialing String Length 10-9
Uniform On-Net Dial Plan 10-9
Variable Length On-Net Dial Plan 10-11
On-Net and Off-Net Access Codes 10-11
Plan Ahead 10-12
New Design Approach 10-13
Localized Call Ingress 10-13
Globalized Call Routing 10-17
Localized Call Egress 10-17
Benefits of the New Design Approach 10-19
Automated Alternate Routing (AAR) 10-19
Cisco Emergency Responder 10-20
Call Forward Unregistered (CFUR) 10-20
Tail End Hop Off (TEHO) 10-20
Design Guidelines for Multisite Deployments 10-21
Choosing a Dial Plan Approach 10-24
Deploying Uniform On-Net Dial Plans 10-26
Inter-Site Calls Within a Cluster 10-28
Outgoing PSTN and IP WAN Calls 10-28
Emergency Calls 10-28
Incoming Calls 10-28
Voicemail Calls 10-28

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Deploying Variable-Length On-Net Dial Plans with Flat Addressing 10-29
Inter-Site Calls Within a Cluster 10-31
Outgoing PSTN and IP WAN Calls 10-32
Incoming Calls 10-34
Voicemail Calls 10-35
Special Considerations for Deployments Without Site Codes 10-35
Deploying Dialed Pattern Recognition in SIP Phones 10-37
Building Classes of Service for Unified CM 10-39
Building Classes of Service for Unified CM with the Traditional Approach 10-39
Building Classes of Service for Unified CM with the Line/Device Approach 10-43
Building Classes of Service in Cisco IOS with H.323 10-51
Deploying Call Coverage 10-54
Deploying Call Coverage in a Multisite Centralized Call Processing Model 10-55
Deploying Call Coverage in a Multisite Distributed Call Processing Model 10-56
Hunt Pilot Scalability 10-57
Dial Plan Elements 10-58
User Interface on IP Phones 10-58
Calling Party Transformations on IP Phones 10-59
Support for + Dialing on the Phones 10-59
User Input on SCCP Phones 10-59
User Input on Type-A SIP Phones 10-60
User Input on Type-B SIP Phones 10-62
SIP Dial Rules 10-63
Call Routing in Unified CM 10-66
Support for + Sign in Patterns 10-67
External Routes in Unified CM 10-67
Route Patterns 10-68
Route Lists 10-72
Route Groups 10-72
Calling and Called Party Transformation Patterns 10-72
Incoming Calling Party Settings (per Gateway) 10-74
Route Group Devices 10-75
Local Route Group 10-75
Centralized Gateway with Local Failover to the PSTN 10-77
Calling Privileges in Unified CM 10-78
Partitions 10-79
Calling Search Spaces 10-80
Translation Patterns 10-85
Automated Alternate Routing 10-86
Establish the PSTN Number of the Destination 10-86

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Prefix the Required Access Codes 10-87
Voicemail Considerations 10-88
Select the Proper Dial Plan and Route 10-89
Special Considerations for Sites Located Within the Same Local Dialing Area 10-89
Device Mobility 10-90
Extension Mobility 10-92
Special Considerations for Cisco Unified Mobility 10-93
Immediate Divert (iDivert) 10-98
Hunt Lists and Line Groups 10-99
Hunt Pilot 10-99
Hunt List 10-100
Line Group 10-100
Hunt Group Logout 10-101
Line Group Devices 10-101
Time-of-Day Routing 10-102
Logical Partitioning 10-103
Logical Partitioning Device Types 10-104
Geolocation Creation 10-104
Geolocation Assignment 10-105
Geolocation Filter Creation 10-105
Geolocation Filter Assignment 10-105
Logical Partitioning Policy Configuration 10-105
Logical Partitioning Policy Application 10-106
Call Routing in Cisco IOS with H.323 Dial Peers 10-106
Call Routing in Cisco IOS with a Gatekeeper 10-109
Centralized Gatekeeper Configuration 10-113
Distributed Gatekeeper Configuration 10-115
Distributed Gatekeeper Configuration with Directory Gatekeeper 10-116
Calling Privileges in Cisco IOS with H.323 Dial Peers 10-118
Digit Manipulation in Cisco IOS with H.323 Dial Peers 10-120

CHAPTER 11 Emergency Services 11-1

Planning for 911 Functionality 11-2
Public Safety Answering Point (PSAP) 11-2
911 Network Service Provider 11-2
Interface Points into the Appropriate 911 Networks 11-3
Interface Type 11-4
Dynamic ANI (Trunk Connection) 11-4
Static ANI (Line Connection) 11-6
Emergency Response Location Mapping 11-6

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Emergency Location Identification Number Mapping 11-7
Nomadic Phone Considerations 11-9
Emergency Call String 11-10
Gateway Considerations 11-11
Gateway Placement 11-11
Gateway Blocking 11-11
Answer Supervision 11-12
Cisco Emergency Responder Considerations 11-13
Emergency Responder Version Compatibility with Unified CM 11-13
Device Mobility Across Call Admission Control Locations 11-13
Default Emergency Response Location 11-13
Soft Clients 11-14
Test Calls 11-14
PSAP Callback to Shared Directory Numbers 11-14
Multi-Cluster Considerations 11-15
Single Cisco ER Group 11-15
Multiple Cisco ER Groups 11-17
Emergency Call Routing within a Cisco ER Cluster 11-19
Scalability Considerations for Cisco ER Clustering 11-20
ALI Formats 11-20

CHAPTER 12 Third-Party Voicemail Design 12-1


SMDI 12-2
Cisco Messaging Interface 12-2
Cisco VG248 12-4
Considerations When Using FXS Ports 12-4

Dual PBX Integration 12-5

Centralized Voicemail 12-5

Positive Disconnect Supervision 12-9

Summary of Third-Party Voicemail Integration 12-9

CHAPTER 13 Cisco Voice Messaging 13-1


Voice Messaging Portfolio 13-2

Messaging Deployment Models 13-5
Single-Site Messaging 13-6

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Centralized Messaging 13-6
Distributed Messaging 13-6

Messaging and Unified CM Deployment Model Combinations 13-7
Cisco Unity and Unity Connection Messaging and Unified CM Deployment Models 13-8
Centralized Messaging and Centralized Call Processing 13-8
Distributed Messaging with Centralized Call Processing 13-9
Combined Messaging Deployment Models 13-12
Centralized Messaging with Clustering Over the WAN 13-13
Distributed Messaging with Clustering Over the WAN 13-15
Messaging Redundancy 13-16
Cisco Unity 13-16
Cisco Unity Connection 13-17
Cisco Unity Failover and Clustering Over the WAN 13-17
Centralized Messaging with Distributed Unified CM Clusters 13-19
Cisco Unity Express Deployment Models 13-19
Overview of Cisco Unity Express 13-20
Fax Deployment 13-25
Cisco Unity and Unity Connection Fax Deployment 13-25
Cisco Unity Express Fax Deployment 13-25
Voicemail Networking 13-28
Cisco Unity Express Voicemail Networking 13-28
Voicemail Networking with Cisco Unified Messaging Gateway 13-29

Best Practices for Voice Messaging 13-31
Best Practices for Deploying Cisco Unity and Cisco Unity Connection with Unified CM 13-31
Managing Bandwidth 13-31
Native Transcoding Operation 13-32
Cisco Unity Operation 13-33
Disabling Native Transcoding in Cisco Unity 13-33
Cisco Unity Connection Operation 13-33
Integration with Unified CM 13-35
Best Practices for Deploying Cisco Unity Express 13-41
Voicemail Integration with Unified CM 13-41
Cisco Unity Express Codec and DTMF Support 13-42
JTAPI, SIP Trunk and SIP Phone Support 13-42

CHAPTER 14 Cisco Unified MeetingPlace 14-1

What’s New in This Chapter 14-1

Cisco Unified MeetingPlace Components 14-2

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Unified MP Deployment Models 14-3
Single-Site Unified MP Deployment 14-3
Reservationless Single-Number Access Deployment 14-5
Segmented Meeting Access Option 14-7
Integrating Unified MP with SIP and H.323 Call Processing Agents 14-8
SIP 14-8
H.323 14-8
Call Admission Control, QoS, and Bandwidth 14-9
Call Admission Control 14-9
QoS Markings 14-10
Bandwidth 14-10
DTMF Support 14-11

External Directory Integration via Unified CM 14-11

Unified MP and Cisco WebEx Integration 14-12

Capacity and Sizing 14-14
Unified MP Media Server 14-14
Virtual Cascading 14-15
Guidelines for Sizing Unified MP Audio Conferencing 14-15
Guidelines for Sizing Unified MP Video Conferencing 14-16
Unified MP Web Collaboration Server 14-16
Guidelines for Sizing Unified MP Web Conferencing 14-17
Redundancy 14-18
Unified MP Application Server 14-18
Single Data Center Design 14-19
Dual Data Center Design 14-19
Unified MP Media Server 14-20
Unified MP Web Collaboration Server 14-20
Call Control 14-21

CHAPTER 15 Cisco Unified MeetingPlace Express 15-1


Overview 15-1
Conferencing Support 15-2
Video Support 15-2
Protocol Support 15-3
DTMF Support 15-4
Single Site 15-4

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Multisite WAN with Centralized Call Processing 15-6
Multisite WAN with Distributed Call Processing 15-7
Segmented Meeting Access Option 15-9
Call Admission Control, Bandwidth, and QoS 15-10
Call Admission Control 15-10
Bandwidth Considerations for Web Applications and Screen Sharing 15-10
QoS 15-12
External Directory Integration via Unified CM 15-12

H.323 and SIP Integration with Unified CM 15-13
H.323 Gateway 15-14
SIP Trunk 15-14
Gatekeeper Integration 15-14

Capacity and Sizing 15-15
System Resource Unit (SRU) 15-16

Redundancy 15-16
Unified MPE Server Redundancy 15-16
Redundancy Using a Gatekeeper 15-17
Redundancy Using H.323 Gateway Integration 15-17
Redundancy Using SIP Trunk Integration 15-18
Other Important Design Considerations 15-18

CHAPTER 16 IP Video Telephony 16-1

IP Video Telephony Solution Components 16-1

Administration Considerations 16-2
Protocols 16-2
Regions 16-4
Topology-Aware Locations 16-6
Retry Video Call as Audio 16-8
Wait for Far-End to Send TCS 16-11
Multipoint Conferencing 16-13
SCCP MCU Resources 16-16
Media Resource Groups and Lists 16-17
Intelligent Bridge Selection 16-18
H.323 and SIP MCU Resources 16-18
Sizing the MCU 16-20
IVR for Dial-In Conference 16-21

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Gatekeepers 16-22
Supported Gatekeeper Platforms 16-25
Endpoint Gatekeepers 16-26
Provisioning H.323 Clients 16-26
Provisioning H.323 MCUs 16-31
Provisioning H.320 Gateways 16-32
Gatekeeper Zone Configuration 16-33
Summary of Endpoint Gatekeepers 16-41
Applications 16-44
CTI Applications 16-44
Cisco Unified Communications Manager Assistant 16-45
Cisco Unified IP Interactive Voice Response and Cisco Unified Contact Center 16-45
Cisco Attendant Console 16-46
Cisco IP SoftPhone and Cisco IP Communicator 16-46
Collaboration Solutions 16-46
T.120 Application Sharing 16-46
Cisco Unified MeetingPlace 16-46
Wireless Networking Solutions 16-47
Cisco Unified Wireless IP Phones 7920 and 7921 16-47
XML Services 16-47

CHAPTER 17 LDAP Directory Integration 17-1


What is Directory Integration? 17-2
Directory Access for IP Telephony Endpoints 17-3

Directory Integration with Unified CM 17-5
Cisco Unified Communications Directory Architecture 17-6
LDAP Synchronization 17-9
Synchronization Mechanism 17-13
Security Considerations 17-15
Best Practices for LDAP Synchronization 17-15
Additional Considerations for Microsoft Active Directory 17-16
LDAP Authentication 17-17
Additional Considerations for Microsoft Active Directory 17-20
Sizing Unified CM Database Synchronization 17-22
Using the LDAP Structure to Control Synchronization 17-23

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CHAPTER 18 IP Telephony Migration Options 18-1


IP Telephony Migration 18-1
Phased Migration 18-2
Parallel Cutover 18-3
The Need for QSIG in Multisite Enterprises 18-3
Summary of IP Telephony Migration 18-5
Video Migration 18-5
Dedicated H.323 Video Network 18-5
ISDN Endpoints 18-6
Migration of Voice and Desktop Collaboration Systems 18-6
Hosted Systems 18-6
On-Premises System 18-6

CHAPTER 19 Voice Security 19-1


General Security 19-2
Security Policy 19-2
Security in Layers 19-3
Secure Infrastructure 19-4
Physical Security 19-4
IP Addressing 19-5
Phone Security 19-5
PC Port on the Phone 19-6
Gratuitous ARP 19-6
PC Voice VLAN Access 19-7
Web Access 19-8
Video Capabilities 19-9
Settings Access 19-9
Phone Authentication and Encryption 19-10

Access Security 19-11
Voice and Video VLANs 19-11
Switch Port 19-12
Port Security: MAC CAM Flooding 19-13
Port Security: Prevent Port Access 19-14
Port Security: Prevent Rogue Network Extensions 19-14
DHCP Snooping: Prevent Rogue DHCP Server Attacks 19-16
DHCP Snooping: Prevent DHCP Starvation Attacks 19-17

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Contents

DHCP Snooping: Binding Information 19-19
Requirement for Dynamic ARP Inspection 19-20
Quality of Service 19-24
Access Control Lists 19-24
VLAN Access Control Lists 19-24
Router Access Control Lists 19-26
Gateways and Media Resources 19-28
Putting Firewalls Around Gateways 19-29
Firewalls and H.323 19-30
Firewalls 19-31
Routed ASA and PIX 19-34
Transparent ASA and PIX 19-34
ASA TLS Proxy Feature 19-35
ASA and PIX Configuration Example 19-36
FWSM Routed Mode 19-37
FWSM Transparent Mode 19-37
FWSM Configuration Example 19-38
Data Center 19-39

Applications Servers 19-40
Cisco Security Agent on the Unified CM and Application Servers 19-40
Unmanaged Cisco Security Agent 19-40
Managed Cisco Security Agent 19-41
Antivirus 19-41
General Server Guidelines 19-41
Deployment Examples 19-42
Lobby Phone Example 19-42
Firewall Deployment Example (Centralized Deployment) 19-44

Securing Network Virtualization 19-45
Scenario 1: Single Data Center 19-46
Scenario 2: Redundant Data Centers 19-47
Conclusion 19-49

CHAPTER 20 Unified Communications Endpoints 20-1

Recommendations for Selecting Endpoints 20-2

Analog Gateways 20-3
Analog Interface Module 20-3
Low-Density Analog Interface Module 20-3

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Contents

High-Density Analog Interface Module 20-4
Supported Platforms and Cisco IOS Requirements for Analog Interface Modules 20-5
Cisco Communication Media Module (CMM) 20-6
WS-X6624-FXS Analog Interface Module 20-6
Cisco VG202 and VG204 Gateways 20-6
Cisco VG224 Gateway 20-6
Cisco VG248 Gateway 20-7
Cisco ATA 186 and 188 20-7
Cisco Unified IP Phones 20-7
Cisco Basic IP Phones 20-7
Cisco Unified SIP Phone 3911 20-8
Cisco Unified IP Phone 7902G 20-8
Cisco Unified IP Phone 7910G and 7910G+SW 20-8
Cisco Business IP Phones 20-9
Cisco Unified IP Phone 6921 20-9
Cisco Unified IP Phone 7941G-GE 20-10
Cisco Manager IP Phones 20-11
Cisco Executive IP Phones 20-12

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Contents

Cisco Unified IP Phone Expansion Modules 7914, 7915, and 7916 20-14
Deployment Considerations for Cisco Unified IP Phones 6900 Series 20-14
Deployment Considerations for Cisco Unified IP Phones 8900 and 9900 Series 20-15
Firmware Upgrades 20-15
Network Connectivity Through a Wireless Interface 20-16
Power Over Ethernet 20-16
Applications 20-17
Support on SRST, Unified CME, and Unified CME as SRST 20-17
Software-Based Endpoints 20-17
Cisco Unified Personal Communicator 20-17
Cisco IP Communicator 20-18
Cisco Unified Client Services Framework 20-18
Softphone Mode of Operation 20-19
Deskphone Mode of Operation 20-19
Wireless Endpoints 20-19
Site Survey 20-20
Authentication 20-20
Capacity 20-22
Phone Configuration 20-23
Roaming 20-23
AP Call Admission Control 20-24
Bluetooth Support 20-25
Cisco Unified IP Conference Station 20-25

Video Endpoints 20-26
SCCP Video Endpoints 20-26
Cisco Unified Video Advantage 20-26
Cisco IP Video Phone 7985G 20-29
Codecs Supported by Cisco Unified Video Advantage and Cisco IP Video Phone 7985G 20-29
Third-Party SCCP Video Endpoints 20-30
Third-Party SIP IP Phones 20-31

QoS Recommendations 20-31
Cisco VG224 and VG248 20-31
Cisco ATA 186 and IP Conference Station 20-32
Cisco ATA 188 and IP Phones 20-32
Software-Based Endpoints 20-37
Cisco Unified Wireless IP Phones 20-39
Video Telephony Endpoints 20-40
Cisco Unified Video Advantage with a Cisco Unified IP Phone 20-41
Cisco IP Video Phone 7985G 20-43

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Contents

Sony and Tandberg SCCP Endpoints 20-43
H.323 and SIP Video Endpoints 20-45
Endpoint Features Summary 20-47

CHAPTER 21 Device Mobility 21-1

Need for Device Mobility 21-2

Device Mobility Feature 21-3

Dial Plan Design Considerations 21-7
Device Mobility Considerations for Building Classes of Service 21-7
Traditional Approach 21-7
Line/Device Approach 21-9
Choosing a Dial Plan Model 21-11
Uniform On-Net Dialing Using the Line/Device Approach 21-11
Variable Length On-Net Dialing with Partitioned Addressing Using the Line/Device
Approach 21-13
Variable Length On-Net Dialing with Flat Addressing Using the Line/Device Approach 21-15
Design Guidelines for Using a VPN 21-16

CHAPTER 22 Cisco Unified Presence 22-1


Presence 22-3
Cisco Unified Presence Components 22-3
Cisco Unified Presence User 22-4
Unified CM Presence 22-5
Unified CM Presence with SIP 22-5
Unified CM Presence with SCCP 22-7
Unified CM Speed Dial Presence 22-7
Unified CM Call History Presence 22-8
Unified CM Presence Policy 22-8
Unified CM Subscribe Calling Search Space 22-8
Unified CM Presence Groups 22-9
Unified CM Presence Guidelines 22-9
Cisco Unified Presence Server 22-10
Cisco Unified Presence Server Cluster 22-10
Cisco Unified Presence Server Redundancy 22-13
Cisco Unified Presence Deployment Models 22-14
Cisco Unified Presence Deployment Examples 22-15
Cisco Unified Presence Server Performance 22-17
Cisco Unified Presence Licensing 22-17

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Contents

Cisco Unified Presence Deployment 22-18
Single-Cluster Deployment 22-18
Multi-Cluster Deployment 22-21
Federated Deployment 22-23
Cisco Unified Presence Server Policy 22-26
Cisco Unified Presence Calendar Integration 22-27
Cisco Unified Presence Mobility Integration 22-28
Cisco Unified Presence Third-Party Open API 22-30
Guidelines for Deploying Cisco Unified Presence 22-32
Cisco IP Phone Messenger Application 22-33
Cisco IP Phone Messenger Bandwidth Considerations 22-38
Cisco Unified Personal Communicator 22-38
Cisco Unified Personal Communicator Deployment 22-38
Design Considerations for Cisco Unified Personal Communicator 22-41

Third-Party Presence Server Integration 22-43
Microsoft Communications Server 22-43
IBM Sametime 7.5 22-45

CHAPTER 23 Cisco Collaboration Clients and Applications 23-1

Cisco WebEx Connect Architecture 23-2
Cisco WebEx Connect Client 23-2
Presence 23-2
Instant Messaging 23-3
Spaces 23-3
Calendar Integration 23-3
Cisco WebEx Meeting Center Integration 23-3
Cisco Unified Communications Integration 23-4
Cisco WebEx Connect Unified Communications Widgets 23-4
Cisco Unified Communications IntegrationTM for Cisco WebEx Connect 23-4
Cisco WebEx Connect Platform 23-6
Security 23-6
Cisco WebEx Connect Deployment 23-7
High Availability 23-7
Redundancy, Failover, and Disaster Recovery 23-7
Network Requirements 23-8
Capacity and Bandwidth Requirements 23-8
Desktop Requirements 23-8
Ports and IP Address Ranges 23-9

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Contents

Firewall Domain White List 23-9
Instant Messaging Logging 23-10

Design Considerations for Cisco WebEx Connect 23-10
One Unified CM Integration per Managed Connect Domain 23-10
Unified CM CTI Manager 23-10
Third-Party XMPP Clients Connecting to Cisco WebEx Connect Platform 23-10
Instant Message and Presence Federation Using Third-Party XMPP Clients 23-11
Other Resources and Documentation 23-11

CHAPTER 24 Cisco Unified CM Applications 24-1


IP Phone Services 24-2
IP Phone Services Phone Support 24-2
Unified CM Services and IP Phone Service Enterprise Parameters 24-3
Unified CM Services for IP Phone Services 24-3
IP Phone Service Enterprise Parameters 24-3
IP Phone Services Architecture 24-5
IP Phone Services Redundancy 24-8
IP Phone Services Scalability 24-9
Guidelines and Restrictions for IP Phone Services 24-9
Extension Mobility (EM) 24-9
EM Phone Support 24-10
Unified CM Services and EM Service Parameters 24-10
Unified CM Services for EM 24-10
EM Service Parameters 24-11
EM Architecture 24-12
EM Redundancy 24-14
EM Security 24-15
Guidelines and Restrictions for EM 24-16
EM Performance and Capacity 24-16
EM Interactions: Unified CM Assistant, Attendant Console, and WebDialer 24-17

Unified CM Assistant 24-17
Unified CM Assistant Phone Support 24-17
Unified CM Services and Unified CM Assistant Service Parameters 24-17
Unified CM Services for Unified CM Assistant 24-18
Unified CM Assistant Service Parameters 24-18
Unified CM Assistant Functionality and Architecture 24-20
Unified CM Assistant Proxy Line Mode 24-20
Unified CM Assistant Share Lined Mode 24-21

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Contents

Unified CM Assistant Architecture 24-22
Unified CM Assistant Dial Plan Considerations 24-24
Unified CM Assistant Console 24-27
Unified CM Assistant Console Installation 24-27
Unified CM Assistant Desktop Console QoS 24-27
Unified CM Assistant Console Directory Window 24-27
Unified CM Assistant Phone Console QoS 24-28
Unified CM Assistant Redundancy 24-28
Service and Component Redundancy 24-29
Device and Reachability Redundancy 24-30
Guidelines and Restrictions for Unified CM Assistant 24-31
Unified CM Assistant Performance and Capacity 24-32
Unified CM Assistant Interactions with EM 24-34
Attendant Consoles 24-34
Cisco Unified Communications Manager Attendant Console 24-34
Unified CM Attendant Console Phone Support 24-35
Unified CM Services and Unified CM Attendant Console Service Parameters 24-35
Unified CM Attendant Console Functionality and Architecture 24-36
Attendant Console Desktop Application 24-39
Unified CM Attendant Console Redundancy 24-42
Guidelines and Restrictions for Unified CM Attendant Console 24-44
Unified CM Attendant Console Performance and Capacity 24-45
Unified CM Attendant Console Interactions with EM 24-45
Cisco Unified Department, Business, and Enterprise Attendant Consoles 24-46
Functionality and Architecture 24-46
Redundancy 24-48
Guidelines and Restrictions 24-49
WebDialer 24-50
WebDialer Phone Support 24-50
Unified CM Services and WebDialer Service Parameters 24-51
Unified CM Services for WebDialer 24-51
WebDialer Service Parameters 24-51
WebDialer Functionality and Architecture 24-52
WebDialer Servlet 24-52
Redirector Servlet 24-53
WebDialer Architecture 24-56
WebDialer URLs 24-57
WebDialer Redundancy 24-58
Service and Component Redundancy 24-59
Device and Reachability Redundancy 24-59

OL-16394-07 xxvii

Contents

Guidelines and Restrictions for WebDialer 24-59
WebDialer Performance and Scalability 24-60
WebDialer Interactions with EM 24-61

CHAPTER 25 Cisco Mobility Applications 25-1


Cisco Unified Mobility 25-4

Mobile Connect 25-5
Mobile Connect Phone Support 25-6
Unified CM Service Parameters for Mobile Connect 25-6
Mobile Connect Functionality 25-7
Desk Phone Pickup 25-8
Remote Destination Phone Pickup 25-9
Mid-Call Features 25-10
Single Enterprise Voicemail Box 25-13
Enabling and Disabling Mobile Connect 25-14
Access Lists for Allowing or Blocking Mobile Connect Calls 25-14
Mobile Connect Architecture 25-15
Mobile Connect Redundancy 25-15
Unified CM Server Redundancy 25-16
PSTN Gateway Redundancy 25-16
Mobile Voice Access and Enterprise Feature Access 25-16
Mobile Voice Access and Enterprise Feature Access Phone Support 25-17
Unified CM Services and Service Parameters for Mobile Voice Access and Enterprise Feature
Access 25-17
Unified CM Service for Mobile Voice Access 25-17
Unified CM Service Parameters for Mobile Voice Access and Enterprise Feature Access 25-17
Mobile Voice Access IVR VoiceXML Gateway URL 25-18
Mobile Voice Access Functionality 25-18
Mobile Voice Access Using Hairpinning 25-19
Enterprise Feature Access with Two-Stage Dialing Functionality 25-21
Desk and Remote Destination Phone Pickup 25-22
Enabling and Disabling Mobile Connect 25-22
Mobile Voice Access and Enterprise Feature Access Number Blocking 25-23
Access Numbers for Mobile Voice Access and Enterprise Feature Access 25-23
Remote Destination Configuration and Caller ID Matching 25-23
Mobile Voice Access and Enterprise Feature Access Architecture 25-24
Mobile Voice Access and Enterprise Feature Access Redundancy 25-25
Unified Mobility 25-26

xxviii OL-16394-07

Contents

Dial Plan Considerations for Cisco Unified Mobility 25-26
Remote Destination Profile Configuration 25-26
Automatic Caller ID Matching and Enterprise Call Anchoring 25-27
Caller ID Transformations 25-28
Maintaining and Troubleshooting Unified Mobility 25-28
Guidelines and Restrictions for Unified Mobility 25-30
Cisco Unified Mobility Performance and Capacity 25-31
Design Recommendations for Deploying Unified Mobility 25-32
Cisco Unified Mobile Communicator 25-33
Cisco Unified Mobile Communicator Phone Support and Data Plan Requirements 25-34
Cisco Unified Mobile Communicator Integration with Cisco Unified CM 25-35
Cisco Unified Mobile Communicator Architecture 25-36
Cisco Unified Mobile Communicator Features and Functionality 25-37
LDAP Directory 25-37
Cisco Unified CM 25-38
Cisco Unified Presence 25-42
Cisco Unity and Unity Connection Voice Mail 25-42
Cisco Unified MeetingPlace 25-42
Microsoft Exchange 25-43
Secure Text Messaging 25-44
Cisco Unified Mobile Communicator Redundancy 25-44
Cisco Unified Mobile Communicator Performance and Capacity 25-45
Design Recommendations for Deploying Cisco Unified Mobile Communicator 25-45
Dual-Mode Phones and Clients 25-46
Dual-Mode Phone Architecture 25-47
Voice over Wireless LAN Network Infrastructure 25-48
Dual-Mode Features and Functions 25-51
Dual-Mode Clients: Cisco Mobile 25-56
Dual-Mode Clients: Nokia Call Connect 25-59
High Availability for Dual-Mode Phones 25-64
Capacity Planning for Dual-Mode Phones 25-64
Design Considerations for Dual-Mode Phones 25-65

CHAPTER 26 Network Management 26-1


Network Infrastructure Requirements for Cisco Unified Network Management Applications 26-3

Cisco Unified Operations Manager 26-4
Cisco Unified Operations Manager Design Considerations 26-5
Failover and Redundancy 26-6

OL-16394-07 xxix

Contents

Ports and Protocols 26-6
Bandwidth Requirements 26-7
Cisco Unified Operations Manager Server Performance 26-7

Cisco Unified Service Monitor 26-7
Voice Quality Measurement 26-8
Cisco 1040 Sensor Voice Quality Monitoring 26-8
Strategic vs. Tactical Monitoring 26-9
Design Considerations for the Cisco 1040 Sensor 26-9
Unified CM Voice Quality Monitoring 26-10
Cisco Network Analysis Module (NAM) 26-10
Comparison of Voice Quality Monitoring Methods 26-11
Failover and Redundancy 26-11
Unified SM Server Performance 26-12
Ports and Protocol 26-12
Cisco Unified Service Statistics Manager 26-13
Integration with Unified OM and Unified SM 26-13
Unified SSM Server Performance 26-14
Cisco Unified Provisioning Manager 26-15
Call Processors and Message Processors 26-16
Best Practices 26-17
Unified PM Design Considerations 26-18
Launching Cisco Unified Operations Manager 26-19
Redundancy and Failover 26-19
Cisco Unified Provisioning Manager Server Performance 26-20
Integration with Cisco Unified Communications Deployment Models 26-21
Single Site 26-22
Multisite WAN with Centralized Call Processing 26-24
Multisite WAN with Distributed Call Processing 26-26
Clustering over the WAN 26-27

CHAPTER 27 Cisco Unified Communications Manager Business Edition 27-1


Unified CMBE Single-Site Deployment 27-2
Benefits of a Unified CMBE Single-Site Deployment 27-5
Best Practices for a Unified CMBE Single-Site Deployment 27-5
Unified CMBE Multisite WAN Deployment with Centralized Call Processing 27-5

xxx OL-16394-07

Contents

Benefits of a Unified CMBE Multisite WAN Deployment with Centralized Call Processing 27-8
Best Practices for a Unified CMBE Multisite WAN Deployment with Centralized Call
Processing 27-8
Unified CMBE Multisite WAN Deployment with Distributed Call Processing 27-8
Benefits of a Unified CMBE Multisite WAN Deployment with Distributed Call Processing 27-13
Best Practices for a Unified CMBE Multisite WAN Deployment with Distributed Call
Processing 27-13
Dial Plan 27-13

Survivable Remote Site Telephony (SRST) 27-15

Unified CMBE Directory Management 27-17

Unified CMBE Migration 27-18

Capacity Planning and Scaling the System 27-19
Busy Hour Call Attempts (BHCA) 27-19
Device Calculations 27-20
Contact Center Example 27-21
Cisco Unified CM Applications 27-22
Cisco Extension Mobility (EM) 27-22
Cisco Unified Communications Manager Assistant (Unified CM Assistant) 27-22
Cisco Unified Communications Manager Attendant Console (AC) 27-23
Cisco WebDialer 27-23
Cisco Unified Mobility 27-24

APPENDIX A Recommended Hardware and Software Combinations A-1

GLOSSARY

INDEX

OL-16394-07 xxxi

Contents

xxxii OL-16394-07

Preface

Last revised on: July 21, 2010

This document provides design considerations and guidelines for deploying a Cisco Unified
Communications System based on Cisco Unified Communications Manager 7.x (7.0 and all subsequent
7.x releases).
This document focuses on the following major components of the Cisco Unified Communications
System:
• Cisco Unified Communications Manager (Unified CM), formerly Cisco Unified CallManager
• Cisco Unified Communications Manager Business Edition (Unified CMBE)
• Cisco Unity, Unity Express, and Unity Connection
• Cisco Unified MeetingPlace and Unified MeetingPlace Express
• Cisco Unified Video Advantage
• Cisco Unified Presence
• Cisco Unified Mobility
This document should be used in conjunction with other documentation available at the following
locations:
• For other Solution Reference Network Design (SRND) documents:
http://www.cisco.com/go/ucsrnd
• For more information about the Cisco Unified Communications System:
http://www.cisco.com/go/unified-techinfo
• For more information about Cisco Unified Communications Manager:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html
• For other Cisco design guides:
http://www.cisco.com/go/designzone

OL-16394-07 xxxiii

Preface

New or Changed Information for This Release
Note Unless stated otherwise, the information in this document applies to Cisco Unified Communications
Manager 7.x (7.0 and all subsequent 7.x releases). Any differences between the various releases of Cisco
Unified Communications Manager are specifically noted in the text.

The following chapters are either new in the current release of this document, or they contain
information that has changed significantly from previous releases of this document.
• Unified Communications Deployment Models, page 2-1
• Network Infrastructure, page 3-1
• Gateways, page 4-1
• Cisco Unified CM Trunks, page 5-1
• Media Resources, page 6-1
• Music on Hold, page 7-1
• Call Processing, page 8-1
• Call Admission Control, page 9-1
• Dial Plan, page 10-1
• Third-Party Voicemail Design, page 12-1
• Cisco Voice Messaging, page 13-1
• Cisco Unified MeetingPlace, page 14-1
• Cisco Unified MeetingPlace Express, page 15-1
• IP Video Telephony, page 16-1
• LDAP Directory Integration, page 17-1
• IP Telephony Migration Options, page 18-1
• Voice Security, page 19-1
• Unified Communications Endpoints, page 20-1
• Cisco Unified Presence, page 22-1
• Cisco Collaboration Clients and Applications, page 23-1
• Cisco Unified CM Applications, page 24-1
• Cisco Mobility Applications, page 25-1
• Network Management, page 26-1
• Cisco Unified Communications Manager Business Edition, page 27-1
Within each chapter, new and revised information is listed in a section titled What’s New in This
Chapter.

xxxiv OL-16394-07

Preface

Revision History
This document may be updated at any time without notice. You can obtain the latest version of this
document online at:
Visit this Cisco.com website periodically and check for documentation updates by comparing the
revision date (on the front title page) of your copy with the revision date of the online document.
The following table lists the revision history for this document.

Revision Date Comments
July 21, 2010 Minor corrections to some illustrations.
June 4, 2010 Various minor updates and error corrections.
November 6, 2009 Added a new chapter on Cisco Collaboration Clients and Applications,
page 23-1, and information on Cisco Unified IP Phones 8900 Series and
9900 Series.
September 18, 2009 Updated content for Cisco Unified Communications System Release 7.1(3).
May 22, 2009 Updated content for Cisco Unified Communications System Release 7.1(2).
December 15, 2008 Updated content as indicated in New or Changed Information for This
Release, page xxxiv.
August 5, 2008 Initial version of this document for Cisco Unified Communications Manager
Release 7.0.

Obtaining Documentation, Obtaining Support, and Security
Guidelines
For information on obtaining documentation, obtaining support, providing documentation feedback,
security guidelines, and also recommended aliases and general Cisco documents, see the monthly
What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical
documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Cisco Product Security Overview
This product contains cryptographic features and is subject to United States and local country laws
governing import, export, transfer and use. Delivery of Cisco cryptographic products does not imply
third-party authority to import, export, distribute, or use encryption. Importers, exporters, distributors
and users are responsible for compliance with U.S. and local country laws. By using this product you
agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local
laws, return this product immediately.
Further information regarding U.S. export regulations may be found at:
http://www.access.gpo.gov/bis/ear/ear_data.html

OL-16394-07 xxxv

Preface

xxxvi OL-16394-07

CH A P T E R 1
Introduction

Last revised on: August 5, 2008

The Cisco Unified Communications System delivers fully integrated communications by enabling data,
voice, and video to be transmitted over a single network infrastructure using standards-based Internet
Protocol (IP). Leveraging the framework provided by Cisco IP hardware and software products, the
Cisco Unified Communications System delivers unparalleled performance and capabilities to address
current and emerging communications needs in the enterprise environment. The Cisco Unified
Communications family of products is designed to optimize feature functionality, reduce configuration
and maintenance requirements, and provide interoperability with a wide variety of other applications.
The Cisco Unified Communications System provides this capability while maintaining a high level of
availability, quality of service (QoS), and security for your network.
The Cisco Unified Communications System incorporates and integrates the following major
communications technologies:
• IP telephony
IP telephony refers to technology that transmits voice communications over a network using IP
standards. Cisco Unified Communications includes a wide array of hardware and software products
such as call processing agents, IP phones (both wired and wireless), voice messaging systems, video
devices, and many special applications.
• Customer contact center
Cisco Unified Contact Center products are a combination of strategy and architecture that promote
efficient and effective customer communications across a globally capable network by enabling
organizations to draw from a broader range of resources to service customers. They include access
to a large pool of agents and multiple channels of communication as well as customer self-help tools.
• Video telephony
The Cisco Unified Video Advantage products enable real-time video communications and
collaboration using the same IP network and call processing agent as Cisco Unified
Communications. With Cisco Unified Video Advantage, making a video call is as easy as dialing a
phone number.
• Rich-media conferencing
Cisco Conference Connection, Cisco Unified MeetingPlace and MeetingPlace Express enhance the
virtual meeting environment with a integrated set of IP-based tools for voice, video, and web
conferencing.

OL-16394-07 1-1

Chapter 1 Introduction
Overview of Cisco Unified Communications

• Mobility
Cisco wireless and mobility solutions enable users to increase productivity and responsiveness by
enabling access to network resources and applications securely, regardless of location or client
device.
• TelePresence
Cisco TelePresence delivers real-time, face-to-face interactions between people and places in their
work and personal lives using advanced visual, audio, and collaboration technologies. These
technologies transmit life-size, high-definition images and spatial discrete audio that make users
feel like they are in the same room even when they are half a world away.
• Third-party applications
Cisco works with leading-edge companies to provide the broadest selection of innovative
third-party IP communications applications and products focused on critical business needs such
messaging, customer care, and workforce optimization.
The remainder of this document focuses on system design considerations for the following components
of the Cisco Unified Communications System:
• Cisco Unified Communications Manager (Unified CM), formerly Cisco Unified CallManager
• Cisco Unified Communications Manager Business Edition (Unified CMBE)
• Cisco Unified MeetingPlace and MeetingPlace Express
• Cisco Unity and Unity Express
• Cisco Unified Video Advantage
• Cisco Unified Communications endpoints
• Cisco Unified Presence
• Cisco Unified Communications applications
For information about other aspects of the Cisco Unified Communications System, such as Cisco
Unified Contact Center, refer to the documentation available at the following locations:
http://www.cisco.com/go/unified-techinfo
You can also find additional documentation for the Cisco Unified Communications family of products
at the following location:

Overview of Cisco Unified Communications
The Cisco Unified Communications System is the leading converged network unified communications
solution for organizations that want to increase productivity and reduce the costs associated with
managing and maintaining separate voice and data networks. The flexibility and sophisticated
functionality of the Cisco IP network infrastructure provides the framework that permits rapid
deployment of emerging applications such as desktop IP telephony, unified messaging, telepresence,
mobility, desktop collaboration, enterprise application integration with IP phone displays, and
collaborative IP contact centers. These applications enhance productivity and increase enterprise
revenues.

1-2 OL-16394-07

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