Ip Telephony May 2003 Presentation

Ca n t A ffo r d a n y D o w n T im e
A
m
M
R
R
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ll a p p lic a tio n s a r e
is s io n c r itic a l
in im iz e c o m p le x ity
e tu r n o n in v e s tm e n t
a p id d e p lo y m e n t
2 0 0 1 , Cis c o S y s te m s , In c . A ll rig h ts re s e rv e d .
Co p y r ig h t 2 0 0 1 , Cis c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . P r in te d in U S A .
P r e s e n ta tio n _ ID .s c r
K ey M essages
Cu s to m e r s a r e c o n fir m in g r e a l R O I b e n e fits
u s in g Cis c o s IP T e le p h o n y s o lu tio n s
E n te r p r is e c u s to m e r s a r e b u y in g a n d d e p lo y in g
th e s e s o lu tio n s N O W
Cis c o h a s c o m p r e h e n s iv e e n d -to -e n d s o lu tio n s
fo r IP te le p h o n y , e n te r p r is e p r o d u c tiv ity
a p p lic a tio n s a n d c u s to m e r c a r e
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Cis c o IP T e le p h o n y In s ta lla tio n s W o r ld w id e

Cis c o h a s s h ip p e d o v e r 6 0 0 ,0 0 0 IP p h o n e s
O v e r 4 ,0 0 0 IP te le p h o n y c u s to m e r s w o rld w id e
Cis c o S y s te m s , In c . h a s a p p r o x im a te ly 3 4 ,0 0 0 e m p lo y e e s
u s in g IP te le p h o n y w o r ld w id e o v e r 1 0 0 P B X s re p la c e d
g lo b a lly
Cis c o E x e c u tiv e s , in c lu d in g a ll CX O s , u s in g Cis c o IP P h o n e s
IP T e le p h o n y M a rk e t le a d e r w ith 5 2 % m a rk e t s h a re (Q 3 0 1 ,
S y n e rg y R e s e a rc h )
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Cis c o N e w P h o n e Cu s to m e r T r e n d s
300
4 ,0 0 0
N e w Cu s t/M o n th
Cu m Cu s t
3 ,5 9 1
265
3 ,5 0 0
238
250
240
3 ,0 0 0
167
164
149
2 ,0 0 0
149
139
117
114
106
1 ,5 0 0
1 ,0 0 0
63
48
120
115
144
150
117
87
90
57
200
189
186
190
2 ,5 0 0
68
75
100
83
62
48
50
500
0
A ug 99
Sep99
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Oc t 99
N o v99
De c99
J a n00
Feb 00
M a r00
A p r00
M ay 00
J un00
J ul 00
A ug 00
Sep00
Oc t 00
N o v00
De c00
J a n01
Fe b 01
M a r01
A p r01
M ay 01
J un01
J ul01
A ug 01
Sep01
Oc t 01
E x c lu d e s P O S C u s to m e rs
N o v01
IP T e le p h o n y
P e r c e p tio n v s . R e a lity
P e r c e p tio n :
R e a lity :
N o E 9 1 1 S u p p o rt
E 9 1 1 S u p p o r t Is A v a ila b le
Co n c e r n A b o u t V o ic e Q u a lity
A v a ila b le w ith Q o S a n d Ca ll A d m is s io n Co n tr o l (CA C)
L a c k o f S y s te m A v a ila b ility
T r ip le R e d u n d a n c y fo r H ig h A v a ila b ility
L a c k o f S c a la b ility
S y s te m s Ca n S c a le to 1 0 0 ,0 0 0 U s e r s
L e a r n in g Cu rrvv e Is s u e s
P a r tn e r S u p p o r t fo r In s ta lla tio n
a n d S e r v ic e , A T & T , S B C, W illia m s , N o r s ta n ,
B r itis h T e le c o m , F r a n c e T e le c o m , K P M G , E D S , E tc .
N o IP V o ic e A p p lic a tio n s
Co n ta c t Ce n te r (IP CC), In te r a c tiv e V o ic e

R e s p o n s e (IP -IV R ), P e r s o n a l A s s is ta n t (IP -P A ),
Cis c o U n ity V o ic e m a il a n d U n ifie d M e s s a g in g ,
Cis c o Co n fe r e n c e Co n n e c tio n a v a ila b le to d a y
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M a x im iz in g th e R e tu r n o n N e tw o r k
In v e s tm e n t
T o m a x im iz e th e r e tu r n o n n e tw o r k in v e s tm e n t
c o m p a n ie s m u s t:
L o w e r th e c o s t o f n e tw o r k o w n e rs h ip
R e d u c e o v e r a ll n e tw o r k in fr a s tru c tu r e c o s ts
R e d u c e a p p lic a tio n in te g r a tio n c o s ts
R e d u c e o n g o in g n e tw o r k a d m in is tr a tio n c o s ts
V o ic e H e a lth M o n ito r 1 .0 , Q P M 2 .1
a n d S M S 2 .0
F u lly le v e r a g e e x is tin g n e tw o r k in v e s tm e n ts
E n h a n c e b u s in e s s c o m m u n ic a tio n s to c r e a te s tr a te g ic v a lu e
Im p ro v e e m p lo y e e p r o d u c tiv ity
In c r e a s e K n o w le d g e S h a r in g
E n h a n c e c u s to m e r s e r v ic e
E n a b le e m p lo y e e m o b ility
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Cr a y In c . R O I Ca s e S tu d y
R O I Ca lc u la to r
D e p lo y m e n t D e ta ils
G lo b a l m a r k e t le a d e r in h ig h -e n d s u p e r c o m p u te r s
M u lti-s ite d e p lo y m e n t
R e p la c e d e x is tin g P B X w ith IP T e le p h o n y
650 phones
R e q u ir e d d a ta n e tw o r k u p g r a d e to h a n d le tim e s e n s itiv e v o ic e tr a ffic
R O I F in d in g s
P a y b a c k 7 m o n th s
R O I D r iv e r s :
Co s t o f Cis c o IP T e le p h o n y a n d d a ta g e a r c o s t
th e s a m e a s P B X
Im p r o v e d p r o d u c tiv ity o f n e tw o r k s u p p o r t s ta ff
by 33%
R e d u c e d M A Cs c o s ts b y $ 3 0 K /y e a r
R e d u c e d in te r -o ffic e c a llin g c h a r g e s b y
$ 2 5 K /y e a r
S u m m a ry S h e e t
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In tr o d u c in g Cis c o Co n v e r g e d N e tw o r k
In v e s tm e n t R O I Ca lc u la to r
F le x ib le b a s e d o n d iv e r s e
c u s to m e r s c e n a r io s
H a s d e fa u lt v a lu e s fo r
q u ic k a n a ly s is
H a s m u ltip le w o r k s h e e ts
fo r in -d e p th a n a ly s is
M u ltip le B U s a s w e ll
a s s a le s p r o v id e d in p u ts
Q u a lita tiv e a n a ly s is c a p tu r e d
in w h ite p a p e r
P o s te d w ith in CE C w ith
H T M L in te r fa c e
O ffe r s s e n s itiv ity a n a ly s is
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Ch a n g e r a te o f d e p lo y m e n ts ,
le a s in g c o s ts , e tc .
h ttp ://w w w .c is c o .c o m /g o /a v v id p a r tn e r s
9
M u ltip le , F le x ib le D e p lo y m e n t O ffe r in g s
Ce n tr a liz e d c a ll p r o c e s s in g
Clu s te r e d M CS s in c o r p o r a te d a ta c e n te r
Ca ta ly s t 4 2 0 0 w ith S R S T c o d e in
b ra n c h e s
D is tr ib u te d c a ll p r o c e s s in g a t
e a c h s ite
ICS 7 7 5 0 a s in te g r a te d c h a s s is s o lu tio n
M CS 7 8 2 5 a s lo w -c o s t s e r v e r s o lu tio n
M CS 7 8 3 5
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M CS 7 8 2 5
Ca ta ly s t 4 2 0 0
ICS 7 7 5 0
10
S c a la b ility
Ca llM a n a g e r
Clu s te r
In te r n e t s c a la b ility
T e n s o f th o u s a n d s o f
u s e r s th r o u g h Cis c o
c lu s te r in g te c h n o lo g y
A d d c a p a c ity w h e n a n d
w h e re y o u n e e d it
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PSTN
S ite A
W A N
S ite B
11
H ig h A v a ila b ility
W A N
PSTN
D is tr ib u te d a p p lic a tio n
p r o c e s s in g
M u ltis e r v ic e
W A N
N e tw o r k fa b r ic r e s ilie n c y
a n d re d u n d a n c y
N o s in g le p o in t o f fa ilu r e
Ca llM a n a g e r
Clu s te r s
Cis c o n o w r u n n in g 4 7
w e e k s w ith n o P 1 c a s e s
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Ca m p u s
Ca llM a n a g e r
Clu s te r s
Ca ta ly s t
W ir in g Clo s e t
12
Cis c o D iffe r e n tia tio n

Ce n tr a liz e d Ca ll P r o c e s s in g a n d A p p lic a tio n s a llo w
e m p lo y e e m o b ility a n d r e d u c e s a d m in is tr a tiv e c o s ts
N o fo r k lift u p g r a d e s r e q u ir e d c u s to m e r s c a n a d o p t
N e w W o r ld s o lu tio n c o m p o n e n ts a t th e ir o w n p a c e a n d
c o n tin u e to le v e r a g e in v e s tm e n ts in le g a c y s y s te m s
O p e n , e n d -to -e n d , in te g r a te d s o lu tio n s fo r IP te le p h o n y ,
c u s to m e r c a re a n d e n te r p r is e m e s s a g in g
D e e p e x p e rie n c e w ith IP a n d In te r n e t a p p lic a tio n s
IP T e le p h o n y c u s to m e r s u c c e s s e s w ith q u a n tifia b le R O I
U n p a r a lle le d c o m m itm e n t to c u s to m e r s u c c e s s
E c o s y s te m p a r tn e r s to p r o v id e s o lu tio n s fo r s p e c ific
b u s in e s s r e q u ir e m e n ts
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In tr o d u c tio n to Cis c o IP -B a s e d
Ca ll P r o c e s s in g
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In tr o d u c tio n to IP -B a s e d Ca ll
P r o c e s s in g
O ld W o r ld /N e w W o r ld A r c h ite c tu r e
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A s p e c ts o f T r a d itio n a l T e le p h o n y
S e p a r a te w ir e
S e p a r a te s u p p o r t g r o u p s
S e p a r a te h a r d w a r e
S e p a r a te v e n d o r s
G e o g r a p h ic a lly lim ite d
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T D M P B X A r c h ite c tu r e
M a in fr a m e Ca b in e t
P r o p r ie ta r y
P ro c e s s o r
Ca r d (s )
V o ic e P a th (T D M )
S ig n a lin g P a th
P rroo p r ie ta r y
In te rfa
r fa c e
P r o p r ie ta r y
T D M S w itc h
Ca r d (s )
A p p lic a tio n s
(V o ic e m a il/IV R )
P ro
ie ta r y
r o p rrie
In te r fa c e
P r o p r ie ta r y
L in e Ca r d (s )
P r o p rie ta r y
T e r m in a ls
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P r o p r ie ta r y
T ru n k
Ca r d (s )
P r o p rie ta r y
In te r fa c e
PSTN
S ta n d a r d
In te r fa c e
17
A s p e c ts o f IP T e le p h o n y
S a m e w ir e (v o ic e , v id e o , a n d d a ta
c o n v e rg e d )
S a m e s u p p o rt g ro u p
S a m e h a rd w a re
S a m e v e n d o rs
N o t g e o g r a p h ic a lly lim ite d (v ir tu a l
Ca llCe n te r )
In te g r a tio n w ith a p p lic a tio n s (w e b -b a s e d
d ir e c to r ie s , X M L , p h o n e s e r v ic e s )
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IP T e le p h o n y A r c h ite c tu r e
H ig h A v a ila b ility S e r v e r
V o ic e P a th (T D M )
Ca ll P r o c e s s in g
A p p lic a tio n
S ig n a lin g P a th
S ta n d a r d
P ro c e s s o r
S ta n d a r d O R
P r o p rie ta r y
In te r fa c e
A p p lic a tio n s
S e rv e r
(V o ic e m a il/IV R )
T CP /IP
N e tw o r k
IP
IP to P S T N
G a te w a y
PSTN
IP
IP P h o n e s
and
P C A p p lic a tio n s
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S ta n d a r d
In te r fa c e
S ta n d a r d
In te r fa c e
S ta n d a r d
In te r fa c e
19
IP Ca ll P r o c e s s in g A r c h ite c tu r e
In fr a s tr u c tu r e
Clie n ts
e
v ic
S er
IP F a b r ic
In te llig e n t
N e tw o r k
S e r v ic e s
S o ft P h o n e
V id e o
IP P h o n e s
G a te w a y s
P Cs
R o u te r s
S w itc h e s
S c a la b le
A d a p tiv e
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A p p lic a tio n s
Sup
po
O pen
A v a ila b le
rt
IP T e l
S e rv e rs
M essage
S e rv e rs
T e le p h o n y
A pps
S e rv e rs
D ir e c to r y
S e rv e rs
Co n te n t
S e rv e rs
em
ag
an
t
en
20
R e p lic a tio n (Co n t.)

Co m p u te r
G la s s H o u s e
A p p lic a tio n
D a ta b a s e A c c e s s
Clie n t
D ir e c tio n a l R e p lic a tio n
SQ L
B ackup
Clie n t
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B ackup
SQ L
SQ L
21
D a ta b a s e A v a ila b ility /R e d u n d a n c y
M a s te r D B
Ca llM a n a g e r A
Ca llM a n a g e r D
Ca llM a n a g e r B
Ca llM a n a g e r E
Ca llM a n a g e r C
Ca llM a n a g e r F
A u to m a te d R e p lic a tio n
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Clu s te r In te r n a l Co m m u n ic a tio n
In tr a Clu s te r
M e s s a g in g
D a ta b a s e
P u b lis h e r
S u b s c r ib e r
S u b s c r ib e r
S u b s c r ib e r
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S u b s c r ib e r
23
Cis c o Ca llM a n a g e r
S ig n a lin g /Ca ll/M e d ia -Co n tr o l
X 5 2 0 1 D ia ls x 5 2 0 2
2 E .1 6 4 L o o k u p
A ll S ig n a lin g a n d M e d ia O v e r IP
1 Ca ll
S e tu p
3 Ca ll
S e tu p
4 A le r tin g
(R in g )
4 A le r tin g
(R in g b a c k )
7 M e d ia
Co n n e c t
R T P /U D P
x5201
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6 O ff H o o k
x5202
24
P r o c e s s in g
Ca llM a n a g e r Clu s te r A r c h ite c tu r e
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25
Ca llM a n a g e r Clu s te r R e lia b ility
D is tr ib u te d s e r v e r a r c h ite c tu r e p r o v id e s
r e d u n d a n c y a n d r e lia b ility
T h is r e lia b ility is o n ly a s g o o d a s th e
n e tw o r k it r e s id e s o n
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26
S y s te m R e d u n d a n c y
IP W A N
A
E
XD
S w itc h e s
R o u te r s
C
E nd U ser P C
1 0 0 M E th e rn e t
Ca llM a n a g e r Clu s te r in g
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N e tw o r k D e s ig n
27
Ca llM a n a g e r Clu s te r s
N +1 R edundancy
Ca llM a n a g e r Clu s te r
c h a r a c te r is tic s
S Q L 7 .0 D a ta b a s e
A p p e a r s a s o n e d is tr ib u te d
Ca llM a n a g e r
2 5 0 0 u s e r s m a x im u m p e r
Ca llM a n a g e r (e v e n u n d e r
fa ilu r e c o n d itio n s )
M a x im u m o f 1 0 ,0 0 0
u s e r s in a c lu s te r
P u b lis h e r
S u b s c r ib e r
S u b s c r ib e r
M a x im u m o f s e v e n
Ca llM a n a g e r s in a c lu s te r
P r im a r y
S u b s c r ib e r
S u b s c r ib e r
S e c o n d a ry
Clu s te r m e m b e r s a r e
c o n fin e d to a c a m p u s
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Ca llM a n a g e r F a ilo v e r
P r im a r y
S e c o n d a ry
T e r tia r y /L a s t R e s o r t
E a c h d e v ic e (IP p h o n e + G a te w a y ) h a s a
p r io r itiz e d lis t o f u p to th r e e Ca llM a n a g e r s
to w h ic h it c a n c o n n e c t
T h is is c a lle d a Ca llM a n a g e r G r o u p a n d th is
lis t is d o w n lo a d e d d u r in g d e v ic e in itia liz a tio n
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29
Clu s te r R e c o m m e n d a tio n s
U p to 2 5 0 0 U s e r s (w ith R e d u n d a n c y )
CM -A
P u b lis h e r /S e c o n d a r y
Ca llM a n a g e r
CM -B
P r im a r y Ca llM a n a g e r
U s e r s 1 to 2 5 0 0
A c lu s te r o f tw o Ca llM a n a g e r s
S in g le a c tiv e Ca llM a n a g e r
D e d ic a te d p u b lis h e r a ls o a c ts a s a
S e c o n d a r y Ca llM a n a g e r
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30
U p to 5 0 0 0 U s e r s (w ith R e d u n d a n c y )
Clu s te r
CM -A
D e d ic a te d P u b lis h e r
CM -B
U s e r s 1 to 2 5 0 0
CM -C
U s e r s 2 5 0 1 to 5 0 0 0
CM -D
B a c k u p fo r CM -B
a n d CM -C
R edundancy
G ro u p
E v e r y IP p h o n e w o u ld h a v e a Ca llM a n a g e r g r o u p c o n s is tin g o f
tw o Ca llM a n a g e r s (p r im a r y a n d b a c k u p )
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31
U p to 1 0 ,0 0 0 U s e r s (w ith R e d u n d a n c y )
D e d ic a te d
P u b lis h e r
B ackup
Clu s te r
U s e r s 1 to 2 5 0 0
U s e r s 2 5 0 1 to 5 0 0 0
U s e r s 5 0 0 1 to 7 5 0 0
B ackup
U s e r s 7 5 0 1 to 1 0 ,0 0 0
R edundancy
G ro u p
E v e r y IP p h o n e w o u ld h a v e a Ca llM a n a g e r g r o u p c o n s is tin g o f
tw o Ca llM a n a g e r s (p r im a r y a n d b a c k u p )
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P r o c e s s in g
R e c o m m e n d a tio n s , T o o l, a n d T r o u b le s h o o tin g T ip s
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33
T o o ls a n d U tility to Co n fig u r e ,
M o n ito r a n d T r o u b le s h o o t CCM
CCM a d m in is tr a tio n
P e r fo r m a n c e m o n ito r (P e r fM o n )
E v e n tL o g
S D L tr a c e
L o c a l lo g file
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CCM A d m in is tr a tio n
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P e r fo r m a n c e M o n ito r
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36
E v e n tL o g
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37
S D L T ra c e
T h is tr a c e a llo w s th e d e v e lo p e r e n g in e e r (D E )
to k n o w th a t th e c o d e is fu n c tio n in g p r o p e r ly
o r to fin d th e c a u s e o f a n e r r o r ; p r o v id e s a C
in te r fa c e to tr a c e a n d a la r m s
S D L T r a c e c a n b e d ir e c te d to lo c a l file s , N T
E v e n t L o g a n d Cis c o W o r k s
A la r m s a r e u s e d to in fo
o f th e u n e x p e c te d e v e n
file , d a ta b a s e , W in s o c k
o th e r o p e r a tin g s y s te m
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
r m th e a d m in is tr a to r
ts (u n a b le to a c c e s s a
o r u n a b le to a llo c a te
re s o u rc e s )
38
T r a c e U tility
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
39
IP T e le p h o n y Ca s e S tu d y
A L o o k a t a L a r g e IP P B X D e p lo y m e n t in N e w Z e a la n d
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
40
Ca s e S tu d y
N e w Z e a la n d E n te r p r is e D e p lo y m e n t
A n e x a m p le o f th e c o n tr a s t a n d th e s o lu tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
41
In itia l N e w Z e a la n d L a n d s c a p e
8 0 0 0 u s e r s o v e r 2 0 0 o ffic e s
1 3 0 P B X s
F o u r m a jo r h u b s ite s
A u c k la n d , W e llin g to n , H a m ilto n ,
Ch r is tc h u r c h
1 5 0 ,0 0 0 c a lls a d a y
G r o w th e x c e e d in g
P B X /V M s c a lin g a b ility
N e e d e d u s e r m o b ility w h ile
m a in ta in in g n u m b e r
L e a s e e x p ir a tio n
a p p r o a c h in g
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
42
N e w Z e a la n d E n te r p r is e N e tw o r k
M o tiv a tio n fo r Ch a n g e
S ta n d a r d iz a tio n o f S e r v ic e P r o v id e r s
W a n t a c o n v e r g e d n e tw o r k fo r v o ic e a n d
d a ta s in g le p r o v id e r
Cu r r e n tly h a v e a s e p a r a te s e r v ic e p r o v id e r
fo r v o ic e a n d d a ta
S ta n d a r d iz a tio n o f n e tw o r k
e q u ip m e n t s u p p lie r s
S in g le v e n d o r fo r n e tw o r k in g e q u ip m e n t
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
43
N e w Z e a la n d M o tiv a tio n fo r Ch a n g e
Im p r o v e d a v a ila b ility
Cu r r e n t P B X n e tw o r k r e b o o t n ig h tly
S ta n d a r d o p e r a tio n a l e n v ir o n m e n t
Co n s is te n t s e r v ic e fo r a ll u s e r s
Cu r r e n tly a h y b r id o f P B X /Ce n tr e x
R e d u c e o n g o in g c o s ts c a p ita l
a n d o p e r a tio n a l
M a n a g e a s in g le c o n v e r g e d n e tw o r k
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
44
N e w Z e a la n d S o lu tio n O v e r v ie w
1 0 Ca llM a n a g e r s e r v e r s
r e p la c e d 1 3 0 P B X s
2 0 V M s e r v e r s fo r
8 0 0 0 p e o p le
Ca ll p r o c e s s in g o n ly a t
fo u r m a jo r h u b s ite s
A u c k la n d , W e llin g to n ,
H a m ilto n , Ch r is tc h u r c h
Ce n tr a liz e d c a ll
p r o c e s s in g a n d
a d m in is tr a tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
45
D e p lo y m e n t M o d e ls
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
46
V o IP S o lu tio n S e ts :
T o ll B y p a s s a n d IP T e le p h o n y
PB X
PB X
IP W A N
R o u te r /G W
R o u te r /G W
T o ll B y p a s s
IP T e le p h o n y
Ca llM a n a g e r
Ca llM a n a g e r
IP W A N
R o u te r /G W
R o u te r /G W
E n d -to -E n d IP T e le p h o n y w ith A p p lic a tio n E n a b le m e n t

V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
47
IP T e le p h o n y D e s ig n G o a ls
R e g io n a l Ce n te r
Cis c o
Ca llM a n a g e r
R o u te r P lu s
V o ic e G a te w a y
Cis c o
Ca llM a n a g e r
R o u te r /G W
PSTN
H e a d q u a r te r s
IP W A N
R o u te r /G W
B r a n c h O ffic e
R e s t o f W o r ld
T e le c o m m u te r
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
48
S in g le S ite D e p lo y m e n ts
S in g le c a b le fo r p h o n e a n d P C
In lin e p o w e r to p h o n e s e ts
E a s e o f IP a d d r e s s in g p lu s a d d s ,
m oves,and changes
Q u a lity o f S e r v ic e fr o m th e d e s k to p
Ca llM a n a g e r c lu s te r fo r
r e d u n d a n c y a n d s c a lin g
S u p p o r t fo r 1 0 ,0 0 0
u s e r s p e r c lu s te r
M u ltip le c lu s te r s
a llo w e d v ia H .3 2 3
IP
V M /U M
Ca ll
M anager
PSTN
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
49
In d e p e n d e n t Ca ll P r o c e s s in g
(N o W A N N e tw o r k in g fo r V o ic e )
A
A
S ite B
S ite A
PSTN
A ll th e c h a r a c te ris tic s o f s in g le s ite d e p lo y m e n t

Ca ll p r o c e s s in g a t e a c h s ite (in d e p e n d e n t)
N o lim it to th e n u m b e r o f s ite s
V o ic e m e s s a g in g a n d D S P re s o u r c e s a t e a c h s ite
P S T N u s e d fo r a ll e x te r n a l c a lls
Co m p r e s s e d v o ic e n o t r e q u ir e d
S ite C
U n ifo r m d ia l p la n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
50
M u lti-S ite D e p lo y m e n ts
D is tr ib u te d Ca ll P r o c e s s in g
V M /U M
Ca ll
M anager
V M /U M
Ca ll
M anager
PSTN
IP W A N
B ra n c h B
Ca llM a n a g e r a n d v o ic e m e s s a g in g a t
e a c h s ite (in te r a c tin g w ith e a c h o th e r )
O v e r 1 0 0 + s ite s
G a te k e e p e r -b a s e d a d m is s io n c o n tr o l
W A N Q o S lo w la te n c y q u e u e in g n e e d e d
Co m p r e s s e d v o ic e o v e r IP b e tw e e n s ite s
T r a n s p a r e n t u s e o f P S T N if IP W A N u n a v a ila b le
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
V M /U M
Ca ll
M anager
B ra n c h C
51
M u lti-S ite D e p lo y m e n ts
Ce n tr a liz e d Ca ll P r o c e s s in g
B ra n c h B
V M /U M
PSTN
B ra n c h C
H e a d q u a r te rs
IP W A N
Ca llM a n a g e r a n d V M a t c e n tr a l s ite
Ce n tr a liz e d d ia l p la n a n d a d m in is tr a tio n
S u p p o r ts u p to 2 5 0 0 u s e r s to ta l p e r c lu s te r w ith m u ltip le c lu s te r s p o s s ib le
Ca ll A d m is s io n Co n tr o l im p le m e n te d a t c e n tr a l CM b y lim itin g n u m b e r
o f c a lls in o r o u t o f a s ite
N o s e r v ic e if W A N d o w n (u n le s s d ia l b a c k -u p o r n e w IO S fe a tu r e S R S T )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
52
E v o lv in g S e r v ic e P r o v id e r S o lu tio n s
R o u te r
R o u te r
PSTN
IP P S T N
R o u te r
B r a n c h O ffic e s
R estof
W o r ld
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
53
Cis c o Ca llM a n a g e r 3 .0
P r o v id e s c a ll p r o c e s s in g
in te llig e n c e in a n
IP n e tw o r k -b a s e d a p p lic a tio n
S ta n d a r d H T M L a c c e s s fo r
in s ta lla tio n , c o n fig u r a tio n ,
and m anagem ent
P r e -in s ta lle d o n m e d ia
c o n v e r g e n c e s e r v e r p la tfo r m s
P r o v id e s a c c e s s to c o m m o n ly
u s e d te le p h o n y fe a tu r e s , a s w e ll a s
in te r fa c e s to th ir d p a r ty
a p p lic a tio n s s u c h a s U n ifie d
M e s s a g in g
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
54
Cis c o Ca llM a n a g e r F e a tu r e s
N ew
Co n v e r g e n c e
F e a tu r e s
E nhanced
F e a tu r e s
Legacy
V o ic e
F e a tu r e s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
S in g le - B u tto n Co lla b o r a tio n

In te g r a te d V o ic e Co m p r e s s io n
P lu g - a n d - P la y In s ta lla tio n
D is tr ib u te d P r o c e s s in g
W e b - b a s e d A tte n d a n t Co n s o le
A u to m a tic B a n d w id th S e le c tio n
Ca ll A d m is s io n Co n tr o l
S ta n d a r d s - B a s e d - In te r fa c e s
A
W
R
P
N u m b e r P o r ta b ility
U s e r M o b ility (h o te lin g )
W e b - B a s e d U s e r D ir e c to r y
T r a n s p a r e n t O ffff- P r e m is e s E x te n s io n
u to m a tic P h o n e M /A /C
e b - B a s e d A d m in is tr a tio n
e m o te S e r v ic e a b ility
e r fo r m a n c e M o n ito r in g
H o ld
T r a n s fe r
Ca ll F o r w a r d
S p e e d D ia l
D ir e c t In w a r d /o u tw a r d D ia l
L a s t N u m b e r R e d ia l
Ca ll D e ta il R e c o r d in g
A u to m a tic R o u te S e le c tio n
A d h o c Co n fe r e n c e
M e e tt- m e Co n fe r e n c e
S e c u r e A d m in is tr a tio n
T o llll- Q u a lity V o ic e
55
C is c o IP P h o n e 7 9 6 0
P ro fe s s io n a l, M a n a g e r H ig h o r B u s y T e le p h o n e T ra ffic
S ix L in e s - M ix D ire c to ry N u m b e rs
o r F e a tu re s
D is p la y A re a : C a llin g In fo rm a tio n ,
F e a tu re A c c e s s V ia S o ft K e y s ,
A d d itio n a l D is p la y A re a fo r V a lu e a d d e d S e rv ic e s a n d A p p lic a tio n s
F u ll D u p le x H a n d s fre e
B u ilt-in H e a d s e t C o n n e c tio n
1 0 /1 0 0 B a s e T , 3 P o rt S w itc h
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
56
C is c o IP P h o n e 7 9 1 0
C o m m o n A re a s - H a llw a y ,
B re a k R o o m , R e c e p tio n o r
O ffic e C u b ic le
M e d iu m T e le p h o n e T ra ffic
S in g le L in e
D is p la y A re a : 2 x 24 C h a ra c te r
B ased
1 0 B a se T
M e s s a g e W a itin g
B a s ic F e a tu re s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
57
N EW !
Cis c o IP P h o n e 7 9 0 5 G
O u r n e w b a s ic IP p h o n e p r o v id e s v a lu e a n d
e a s e -o f-u s e to b u s in e s s u s e r s
D e liv e r in g V A L U E
P r o v id e s c o r e b u s in e s s u s e r fe a tu r e s a n d a d v a n c e d
n e tw o r k c a p a b ilitie s a t a n a ttr a c tiv e p r ic e p o in t
In te g r a tio n w ith Ca llM a n a g e r 3 .3
A u to m a tic IE E E 8 0 2 .1 q V L A N c o n fig u r a tio n , G .7 1 1
a n d G .7 2 9 a b c o d e c s , a n d in te g ra te d in lin e p o w e r
S o lid , h ig h -q u a lity b u ild a n d m o d e r n in d u s tr ia l
d e s ig n
D e liv e r in g EA S E-O F -U S E
D is p la y -b a s e d te c h n o lo g y p r o v id e s a r ic h u s e r
e x p e r ie n c e
P ix e l d is p la y p r e s e n ts c a llin g in fo r m a tio n , fe a tu r e
o p tio n s , a n d u s e r s e ttin g s
R E Q U IR E S S E A V IE W
S e r v ic e P a c k 3 .3 (2 )s p A
S o ft k e y s p r o v id e in tu itiv e a c c e s s to fe a tu r e s
T h e h o ld k e y lig h ts r e d w h e n c a ll p la c e d o n h o ld
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
58
IP P h o n e s a n d A n a lo g A d a p to r s /G a te w a y
Cu r r e n t P r o d u c t P o r tfo lio
1 4 5 x 1 0 0 p ix e l, g r a y s c a le d is p la y
4 s o ft-k e y s (m u lti-fe a tu r e )
2 p r o g r a m m a b le lin e k e y s
H ig h q u a lity s p e a k e r p h o n e
L in e /lo c a l p o w e r
2 -p o r t E th e rn e t s w itc h
X M L a p p lic a tio n s
Cis c o IP P h o n e 7 9 1 0 G (+ S W )
Ch a r a c te r d is p la y
6 fe a tu r e k e y s
S in g le lin e
S w itc h e d E th e r n e t d a ta p o rt
(7 9 1 0 G + S W )
Cis c o 7 9 0 2 G
8 fe a tu r e
b u tto n s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
P
S
V
U
h o n e c o n tr o l m o d e
ta n d a lo n e m o d e
P N c lie n t s u p p o r t
S B h a n d s e t s u p p o rt
4 8 F X S P o rt F A X , M o d e m ,
V o ic e
S in g le 1 0 /1 0 0 p o r t, s in g le
PSU
2 R J -2 1 T e lc o c o n n e c to r s
L e g a c y V m a il (S M D I)
Cis c o IP P h o n e 7 9 0 5 G N E W !
M
4
S
L
D
Cis c o IP S o ftP h o n e 1 .3
Cis c o IP Co n fe rFe nCS

c e A p r il0 3
S ta tio n 7 9 3 5
Cis c o V G 2 4 8 A n a lo g
M o n o c h r o m e d is p la y
P h o n e G a te w a y
3 s o ft-k e y s (m u lti-fe a tu r e )
Localpow er
G r a y s c a le d is p la y
4 s o ft k e y s (m u lti-fe a tu re )
6 p r o g r a m m a b le lin e k e y s
H ig h q u a lity s p e a k e r p h o n e
2 -p o r t E th e rn e t s w itc h
X M L a p p lic a tio n s
o n o c h ro m e d is p la y
s o ft k e y s
in g le lin e
in e /lo c a l p o w e r
e c e m b e r 0 2
Cis c o A T A 1 8 6 /1 8 8
2 F X S P o r ts , 1 R J -4 5 1 0 B a s e T u p lin k
1 R J -4 5 1 0 /1 0 0 B a s e T d a ta p o r t Cis c o
A T A 188
59
Cis c o 7 9 1 4
1 4 b u tto n 7 9 6 0 lin e e x te n d e r
S p e e d d ia l o r lin e a p p e a r a n c e s p e r b u tto n
U p to tw o d e v ic e s p e r b a s e p h o n e
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
60
V G -2 4 8
4 8 -p o r t F X S g a te w a y
L o w e r p e r -p o r t c o s t th a n IP p h o n e
T e le p h o n y fe a tu r e s e t fo r a n a lo g p h o n e s
T r a n s fe r , F o rw a r d , Co n fe r e n c e , H o ld /r e s u m e , P ic k u p , Ca ll
W a itin g , M W I (s tu tte r ), s p e e d d ia ls , L a s t N u m b e r R e d ia l,
S o ftP h o n e s u p p o r t
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
61
Cis c o P o r tfo lio o f IP P h o n e s

a n d A n a lo g A d a p to r s / G a te w a y
Id e a l K n o w le d g e W o rk e r P h o n e
L a r g e P ix e l D is p la y w ith T w o L in e s
F o u r D y n a m ic S o ft K e y s
B u ilt-in H e a d s e t P o rt
H ig h -q u a lity S p e a k e r P h o n e
In te g ra te d E th e rn e t S w itc h
Cis c o IP Co n fe re
re n c e
S ta tio n 7 9 3 5
Cis c o IP P h o n e 7 9 0 5 G a n d
B a s ic B u s in e s s P h o n e
P ix e l D is p la y
S in g le L in e
Cis c o IP P h o n e 7 9 1 2 G h a s
In te g r a te d E th e rn e t S w itc h
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
P e rfe c t M a n a g e r B u s in e s s P h o n e
L a rg e P ix e l D is p la y w ith S ix L in e s
B u ilt-in H e a d s e t P o rt
H ig h -q u a lity S p e a k e r P h o n e
In te g r a te d E th e rn e t S w itc h
W in d o w s -b a s e d IP p h o n e c lie n t
P h o n e c o n tro l a n d s ta n d a lo n e
m odes
V P N c lie n t s u p p o rt
U S B h a n d s e t s u p p o rt
In tu itiv e u s e r in te rfa c e
H ig h -q u a lity s p e a k e r
H a n d s -fre e Co n fe re n c e P h o n e
T h re e D y n a m ic S o ft K e y s
Cis c o IP S o ftP h o n e
Cis c o IP P h o n e 7 9 1 0 G a n d
Cis c o IP P h o n e 7 9 1 0 G + S W
E n try L e v e l P h o n e
Ch a ra c te r D is p la y
S in g le L in e
S ix Co n fig u ra b le F e a tu re s
Cis c o IP P h o n e 7 9 1 0 + S W h a s
In te g ra te d E th e rn e t S w itc h
E n try
tr y - le v e l B u s in e s s P h o n e
S in g le L in e
F ix e d F e a tu re s
Cis c o V G 2 4 8 A n a lo g
P h o n e G a te w a y
4 8 F X S P o r ts
S in g le 1 0 /1 0 0 p o rt, s in g le
PSU
2 R J -2 1 T e lc o c o n n e c to rs
F ax an d m od em
L e g a c y v o ic e m a il (S M D I)
F u lly fe a tu r e d
Cis c o A T A 1 8 6 /1 8 8
2 F X S P o r ts
1 R J -4 5 1 0 B a s e T u p lin k (Cis c o 1 8 6 A T A )
1 R J -4 5 1 0 /1 0 0 B a s e T d a ta p o rt
(Cis c o A T A 1 8 8 )
62
IP P h o n e P o r tfo lio
Cis c o IP P h o n e
7902G
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
8 fe a tu r e b u tto n s
In lin e p o w e r
F CS N o w
63
7905G
D y n a m ic S o ft K e y s
In lin e P o w e r
F CS N o w
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
64
7912G
D y n a m ic S o ft K e y s
In lin e P o w e r
E th e r n e t S w itc h
F CS N o w
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
65
Ca ll Co n tr o l S e r v e r S u p p o r t
S e rv e r
R e q u ir e d R e le a s e
Ca llM a n a g e r
CM 3 .3 (2 ) R e le a s e
ICS -7 7 5 0
7 9 0 5 G r e q u ir e s S e r v ic e P a c k A o r B
7 9 0 2 G /7 9 1 2 G . E x e c u ta b le w ill b e p r o v id e d o n
CCO th a t a llo w s Ca ll M a n a g e r to r e c o g n iz e n e w
d e v ic e ty p e a n d c o p ie s im a g e to T F T P s e r v e r a n d
7 9 0 5 G : B a s ic c a lls w / IO S R e le a s e 1 2 .2 (1 1 )T
S u r v iv a b le
R e m o te S ite
7 9 0 2 G /7 9 1 2 G : B a s ic c a lls w / IO S R e le a s e
T e le p h o n y (S R S T )
1 2 .2 (1 5 )T
IO S T e le p h o n y
S e r v ic e s (IT S )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
F u ll s u p p o r t p la n n e d m id -CY 2 0 0 3 (S R S T 3 .0 )
7 9 0 2 G /7 9 0 5 G /7 9 1 2 G : F u ll s u p p o r t p la n n e d m id -CY
2 0 0 3 (IT S 3 .0 )
66
Cis c o IP P h o n e F e a tu r e S n a p s h o t
7902G
7905G
7910G /
7910G S W
7912G
7940G
7960G
D is p la y
N .A .
S m a ll /
p ix e l
S m a ll /
c h a r.
S m a ll /
p ix e l
L a rg e /
p ix e l
L a rg e /
p ix e l
D y n a m ic S o ft
keys
N o
N o
L in e s (M a x Ca lls )
1 (2 )
1 (2 )
1 (2 )
1 (2 )
2 (4 )
6 + (1 2 + )
L o c a liz a tio n
N o
P la n n e d
N o
P la n n e d
Y es
Y es
3 rd P a r ty X M L
N .A .
P la n n e d
N o
P la n n e d
Y es
Y es
E th e r n e t S W
N o
N o
N o /Y es
Y es
Y es
Y es
S peaker P hone
N o
M o n . O n ly
M o n . O n ly
M o n . O n ly
Y es
Y es
H eadsetJack
N o
N o
N o
N o
Y es
Y es
In lin e P o w e r
Y es
Y es
Y es
Y es
Y es
Y es
F CS
A p r 0 3
N ow
N ow
J u n 0 3
N ow
N ow
P r ic e
$130
$165
$215 /
$365
$245
$315
$415
Ca llM a n a g e r
U s e r L ic e n s e
$40
$80
$80
$80
$150
$150
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
67
Co m m o n H a r d w a r e F e a tu r e s
Co m m o n a c r o s s 7 9 0 2 G , 7 9 0 5 G , a n d 7 9 1 2 G
Cis c o In lin e P o w e r a n d p o w e r e d P a tc h P a n e l
S u p p o rt
L o c a l P o w e r o p tio n v ia CP -P W R -CU B E
H a r d H o ld b u tto n th a t lig h ts r e d w h e n c a ll is
p la c e d o n h o ld
S a m e h a n d s e t a s 7 9 1 0 G /7 9 4 0 G /7 9 6 0 G
S a m e V is u a l M e s s a g e W a itin g In d ic a to r o n
h a n d s e t (lik e 7 9 1 0 G /7 9 4 0 G /7 9 6 0 G )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
68
S p e c ific H a r d w a r e F e a tu r e s
S p e c ific to 7 9 0 5 G
P ix e l-b a s e d d is p la y w / D y n a m ic S o ft K e y s
Ca ll M o n ito r (N o m ic r o p h o n e ) a llo w s h a n d s -fr e e lis te n in g
1 0 B a s e T E th e r n e t, F ix e d , H a lf D u p le x
P ix e l-b a s e d d is p la y w / D y n a m ic S o ft K e y s
Ca ll M o n ito r (N o m ic r o p h o n e ) a llo w s h a n d s -fr e e lis te n in g
E th e r n e t S w itc h
1 0 /1 0 0 B a s e T , A u to -N e g o tia te d
N o d is p la y . F ix e d F e a tu r e k e y s .
N o Ca ll M o n ito r
1 0 B a s e T E th e r n e t, F ix e d , H a lf D u p le x
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
69
S o ftw a r e F e a tu r e s
77 99 00 22 GG
77 99 00 55 GG
FF CS
CS NN oo ww
FF CS
CS NN oo ww
77 99 11 22 GG
S in g le L in e / D ir e c to r y N u m b e r (D N )
M a x 2 Ca lls S u p p o r te d
R e d ia l, Ca ll H o ld
Ca ll W a itin g , Ca ll T r a n s fe r
3 -w a y c a ll (Co n fe r e n c e )
M e s s a g e k e y fo r v o ic e m a il a c c e s s
O ff-h o o k d ia lin g
4 S p e e d D ia ls
Cu s to m r in g to n e s (Co n fig a t CM )
S h a r e d lin e a p p e a r a n c e
ImIm aa gg ee NN aa mm ee ::
CP
CP 77 99 00 22 00 11 00 11 SS CCP
CCP << dd aa tete >> LL DD 00 11 00 00 SS CCP
CCP 00 22 11 11 11 44 C
C CP
CP 77 99 11 22 00 11 00 11 SS CCP
CCP << dd aa tete >>
O n -s c r e e n d is p la y o f c a llin g n a m e ,
c a llin g n u m b e r , c a ll tim e r, tim e , d a te ,
a n d n u m b e r o f m is s e d c a lls
Ca ll F o rw a r d A ll
D ir e c to r ie s m e n u fo r Ca ll H is to r y ,
M is s e d /R e c e iv e d /P la c e d Ca lls
S e ttin g s m e n u fo r Co n fig , a n d S ta ts
O n -h o o k d ia lin g , P r e -D ia lin g , R e d ia l
N o t A p p lic a b le
(N o D is p la y )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
FF CS
CS NN oo ww
70
S o ftw a r e F e a tu r e s (Co n tin u e d )

Ca ll P a r k , P ic k u p , G r o u p P ic k u p
R e m o v e L a s t Ca lle r fr o m
Co n fe r e n c e
A u to -A n s w e r
77 99 11 22 GG
77 99 00 22 GG
77 99 00 55 GG
N o P la n s
FF CS
CS
FF CS
CS
L o c a liz a tio n
N o P la n s
F CS Q 4 F Y 0 3
F CS Q 4 F Y 0 3
X M L S u p p o r t (fo r A u d io a n d T e x t)
N o P la n s
F CS Q 1 F Y 0 4
F CS Q 1 F Y 0 4
S IP s u p p o r t
TB D
F CS Q 1 F Y 0 4
F CS Q 1 F Y 0 4
A n y p r o je c te d F CS d a te is
s u b je c t to c h a n g e . N o c u s to m e r
c o m m itm e n ts s h o u ld b e m a d e
b a s e d o n p ro je c te d F CS d a te s .
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
71
P r o v is io n in g S u p p o r t
C o n s is te n t a c ro s s 7 9 0 2 G , 7 9 0 5 G , a n d 7 9 1 2 G
IE E E 8 0 2 .1 p , a n d 8 0 2 .1 q (V L A N )
A u to m a tic V L A N c o n fig u r a tio n a n d Ca ll M a n a g e r re g is tr a tio n
CD P (Cis c o D is c o v e r y P r o to c o l)
M u ltip le a u d io c o d e c s : G 7 1 1 a , G 7 1 1 u , a n d G 7 2 9 a (b u t n o t G 7 2 3 .1 )
T O S b it s e ttin g v ia s ta tic c o n fig u r a tio n p r o file
S ile n c e s u p p re s s io n v ia s ta tic c o n fig u r a tio n p r o file v ia CCM
S o ftw a r e u p g r a d e s u p p o rte d v ia T F T P d o w n lo a d .
B o o t im a g e s h ip s fr o m fa c to r y
P h o n e c a n b e c o n fig u re d v ia
a)
D o w n lo a d in g c o n fig u r a tio n p r o file fr o m th e T F T P s e r v e r (P R E F E R R E D )
b)
P o s tin g a c o n fig u r a tio n w e b p a g e to th e p h o n e v ia H T T P
c)
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
Co n fig u r a tio n m e n u o n th e p h o n e its e lf

a)
7 9 0 5 G /7 9 1 2 G : A c c e s s c o n fig u r a tio n m e n u v ia d is p la y
b)
7 9 0 2 G : A c c e s s IV R m e n u b y p r e s s in g a n d h o ld in g M e n u k e y
72
Cis c o W ir e le s s IP P h o n e 7 9 2 0
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
73
Cis c o IP P h o n e F e a tu r e S n a p s h o t
77 99 22 00
77 99 44 00 GG
77 99 66 00 GG
WW iriree lele ss ss
WW iriree dd
WW iriree dd
LL aa rgr g ee ,,
PP ixix ee l-lBB aa ss ee dd
LL aa rrgg ee ,,
66
22
66
YY ee ss
nn /a/a
YY ee ss
YY ee ss
77 99 00 55 GG NN oo
77 99 11 22 GG -- YY ee ss
77 99 11 00 NN oo
77 99 11 00 ++ SS WW -- YY ee ss
nn /a/a
YY ee ss
YY ee ss
MM oo nn ito
ito rr
OO nn lyly
MM oo nn ito
ito rr
OO nn lyly
nn oo
YY ee ss
YY ee ss
NN oo
NN oo
LL imim ite
ite dd
77 99 11 00 //
77 99 11 00 ++ SS WW
P hone M odel
77 99 00 22 GG
77 99 00 55 GG //
77 99 11 22 GG
T ype
WW iriree dd
WW iriree dd
WW iriree dd
NN oo nn ee
SS mm aa ll,
ll,
Ch
Ch aa rraa cc tete rr-BB aa ss ee dd
11
11
11
Cis c o In lin e P o w e r
YY ee ss
YY ee ss
1 0 /1 0 0 E th e r n e t S w itc h
NN oo
NN oo
D is p la y
L in e s S u p p o rte d
S peaker P hone
L a n g u a g e L o c a liz a tio n
3 r d P a rty X M L A p p s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
nn /a/a
NN oo
PP lala nn nn ee dd
NN oo
SS mm aa ll,
ll,
PP lala nn nn ee dd
YY ee ss
YY ee ss
YY ee ss
YY ee ss
74
In c r e a s e P r o d u c tiv ity w ith

Cis c o W ir e le s s IP P h o n e 7 9 2 0
T h e Cis c o W ir e le s s IP Co m m u n ic a tio n s S o lu tio n
In c r e a s e s P r o d u c tiv ity b y In c r e a s in g R e a c h a b ility o n
Ca m p u s
In c re a s e s e n te rp ris e u s e r p ro d u c tiv ity b y e n a b lin g IP te le p h o n e
m o b ility in a c a m p u s e n v iro n m e n t.
E n a b le s e n te rp ris e u s e rs to g lo b a lly a n s w e r b u s in e s s c ritic a l c a lls
a n y w h e re o n a c o rp o ra te c a m p u s a n d re d u c e te le p h o n e ta g .
T h e C is c o W ire le s s IP P h o n e 7 9 20 is e q u a lly a d a p ta b le fo r a ll
m o b ile p ro fe s s io n a ls , fro m m a n a g e rs o n th e m o v e in a n o ffic e
e n v iro n m e n t to a s s o c ia te s w o rk in g in th e w a re h o u s e , o n th e s a le s
flo o r, o r in th e c a ll c e n te r. N u rs e s , d o c to rs , e d u c a to rs , a n d IT
p e rs o n n e l c a n a ls o in c re a s e th e ir re a c h a b ility a s a n e v e r
b ro a d e n in g ra n g e o f in d u s trie s a d o p t w ire le s s L A N s .
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
75
Co m m o n E n d -U s e r Ch a r a c te r is tic s
H ig h ly M o b ile
En te r p ris e
D o n t h a v e d e s k
M a n a g e rs
A w a y fr o m d e s k h ig h
p e r c e n ta g e o f th e tim e
IT P e r s o n n e l
A ll Ca m p u s M o b ile W o r k e r s
R o a m in g a r e a is
b u ild in g /p la n t/in tra -in te r
cam pus
Ed u c a tio n
P r in c ip a l/T e a c h e r
M a in te n a n c e S ta ff
M a n u fa c tu r in g
L in e S u p e r v is o r
Q u a lity Co n tr o l
L in e E x p e r t
R e ta il
S to r e M a n a g e r
In v e n to r y Cle r k
S h ip p in g /R e c e iv in g
H e a lth
D o c to r /N u r s e
IT -T e le c o m S u p p o r t
N e e d to b e in s ta n tly
re a c h a b le
P rim a r y n e e d :
v o ic e p lu s m e s s a g in g
T e c h n ic ia n s
N e e d fo r in s ta n t a c c e s s
to k e y d a ta
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
76
L e v e r a g e E x is tin g Ca ll M a n a g e r D e p lo y m e n t:
A d d A P s + Cis c o W ir e le s s IP P h o n e 7 9 2 0
Internet
VPN
S i
Si
PSTN
Network
Call Processing
Cache Engine
IP Phones
Printer
Softphone
Workstations
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
Wireless IP Phones
77
Cis c o W ir e le s s IP P h o n e 7 9 2 0 :
O r d e r in g
M in im u m U s e r N e e d s : T h e CP -7 9 2 0 -B U N -S T -K 9
b u n d le a lo n g w ith a Cis c o Ca llM a n a g e r u s e r
lic e n s e , S W -CCM -U L -7 9 2 0
The
CP -7 9 2 0 -B U N -S T -K 9 in c lu d e s :
CP -7 9 2 0 W ir e le s s IP P h o n e
CP -7 9 2 0 F ir m w a r e (B y G e o g r a p h ic R e g io n )
S ta n d a r d L i-io n B a tte r y
A C a d a p te r (B y G e o g r a p h ic R e g io n )
O th e r o p tio n a l a c c e s s o r ie s a r e o u tlin e d o n th e
nextpage
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
78
IP T e le p h o n y S o lu tio n s a n d
A p p lic a tio n s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
79
A genda
IP -E n a b le d A p p lic a tio n s
P e r s o n a l P r o d u c tiv ity S o lu tio n s
Cis c o IP S o ftp h o n e
P e r s o n a l A s s is ta n t
X M L S e r v ic e s
U n ifie d M e s s a g in g
Cu s to m e r R e s p o n s e S o lu tio n s
IP IV R (In te g r a te d V o ic e R e s p o n s e ),
IP ICD (In te g r a te d Co n ta c t D is tr ib u tio n )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
80
P e r s o n a l P r o d u c tiv ity

!#"$&%
' ()

+* -,./'
1023

+*

:
)

(X M L )
(S o ftP h o n e )
4 &5 (
6 4 &5&78
9

(U n ifie d Co m m u n ic a tio n s )
(Cis c o P A )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
81
P la tfo r m S u p p o r t
W in d o w s IP p h o n e c lie n t
S ta n d a r d s -b a s e d :
T A P I, D ir e c tX M e d ia , a n d L D A P
D r a g -a n d -d r o p v c a r d s to
m a k e c a lls
L a u n c h e s N e tM e e tin g e a s ily
In te g r a te s w ith IP V C
R e q u ir e s s o u n d c a r d fu ll-d u p le x s o u n d c a r d
o n e th a t c a n c a p tu r e a n d p la y b a c k a u d io
s im u lta n e o u s ly
D ir e c tX M e d ia 6 .0 r u n -tim e ; th is is d is tr ib u te d
a n d in s ta lle d b y th e Cis c o S o ftP h o n e in s ta lle r
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
82
S o ftP h o n e in A c tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
83
S ta n d a lo n e M o d e F e a tu r e s
S u p p o r t fo r Co d e c s :
G .7 1 1 (6 4 k b p s )
G .7 2 3 (5 .3 a n d 6 .4 k b p s )
G .7 2 9 A (8 k b p s )
S ile n c e s u p p r e s s io n (a ls o c a lle d V o ic e A c tiv ity

D e te c tio n V A D ): u s e s a n a lg o r ith m s im ila r to
th a t u s e d in
IP p h o n e s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
84
V ir tu a l Co n fe r e n c e R o o m
U s e s N e tM e e tin g S D K
fo r T .1 2 0
R o s te r s h o w s a ll c o n fe r e n c e
p a r tic ip a n ts
D r a g a n d d r o p u s e r s fr o m
d ir e c to r y to in v ite in to
c o n fe r e n c e
S h a r e d o c u m e n ts b y
d r a g g in g a n d d r o p p in g o n to
c o n fe r e n c e
S h a r e a p p lic a tio n s c u r r e n tly
r u n n in g o n d e s k to p
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
85
Cis c o P e r s o n a l A s s is ta n t
E n h a n c e d P r o d u c tiv ity
R o u te c a lls b y u s e r -d e fin e d r u le s
T im e o f d a y
Ca le n d a r
W h o th e c a lle r is
S e n d c a ll to u s e r -d e fin e d p h o n e n u m b e r s
S in g le n u m b e r
S e rie s o f n u m b e r s (i.e ., o ffic e , c e llu la r, h o m e )
S c r e e n c a lls
S e le c t w h ic h c a lls to a c c e p t in r e a l tim e
E n h a n c e p r o d u c tiv ity
U n ify h o w a n d w h e r e y o u r e c e iv e c a lls
S c re e n c a lls
F o rw a rd c a lls
S p e e c h -e n a b le d fe a tu r e s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
V o ic e m a il a c c e s s
N a m e d ia lin g
Co n fe r e n c in g
86
Cis c o P e r s o n a l P r o d u c tiv ity

E n h a n c e m e n ts in A c tio n
If Im in a M e e tin g a n d Its M y B r o th e r , S e n d to V o ic e m a il
If Im N o t in a M e e tin g a n d Its M y M a n a g e r , R in g M e a t D e s k o r H o m e O ffic e
If Its a Cu s to m e r , R in g M e W h e r e v e r
Cis c o
U n ity
V o ic e m a il
n gn g
R iR i
Ch e c k M y Ca le n d a r
ng g
R iR i n
IP
N e tw o r k
ng
R i in g
R
ng
Ri
D ir e c to r y
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
Ce ll/P D A
87
Cis c o P e r s o n a l
A s s is ta n t F e a tu r e s
R o u te c a lls b y u s e r -d e fin e d r u le s
T im e o f d a y
Ca le n d a r
W h o th e c a lle r is
S e n d c a ll to u s e r -d e fin e d lo c a tio n s
O ffic e , c e llu la r , h o m e (p r im a r y d e s tin a tio n g r o u p )
A lte r n a te o ffic e , h o te l (a lte r n a te d e s tin a tio n g r o u p )
R in g o ffic e p h o n e ; if n o a n s w e r , r in g s e c o n d a r y
num ber
S c r e e n c a lls
S e le c t w h ic h c a lls to a c c e p t in r e a l-tim e
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
88
Cis c o P e r s o n a l A s s is ta n t
Co n fig u r a tio n
In tu itiv e u s e r in te r fa c e
E a s y fo r u s e r to c o n fig u r e
u s in g a U R L a n d
w e b b ro w s e r
U s e r c o n tr o ls r o u tin g r u le s
Ch a n g e r u le s w h e n e v e r
n e e d e d w ith o u t w a itin g fo r
a d m in is tr a to r a s s is ta n c e
K e e p d e fa u lt r u le s fo r m o n th s o r c h a n g e r u le s e a c h
d a y its u p to th e u s e r
S y s te m a n d e r r o r r e p o r tin g p r o v id e d
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
89
P e r s o n a l A s s is ta n t
in A c tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
90
In c o m in g Ca ll
D ia l u s e r s te le p h o n e n u m b e r
Ca ll r o u te d to Cis c o P e r s o n a l A s s is ta n t
Ch e c k u s e r s r u le s
A p p ly u s e r s r u le s
Cu s to m e r
Cis c o
S o ftP h o n e
Cis c o IP
P hones
PSTN
Ce n tra
tr a l S ite
S w itc h
B rraa n c h
PSTN
2
3
P e rs o n a l
A s s is ta n t
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
Cis c o
Ca llM a n a g e r
S w itc h
V o ic e m a il
D ir e c to r y
Ca le n d a r
91
Ch e c k M e s s a g e s
D ia l Cis c o P A n u m b e r (J T A P I r o u te p o in t)
Ca ll r o u te d to Cis c o P A
Ch e c k v o ic e m e s s a g e s
Cu s to m e r
Cis c o
S o ftP h o n e
Cis c o IP
P hones
PSTN
Ce n tra
tr a l S ite
Cis c o
Ca llM a n a g e r
B rraa n c h
PSTN
S w itc h
S w itc h
V o ic e m a il
P e rs o n a l
A s s is ta n t
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
D ir e c to r y
Ca le n d a r
92
W h a t A r e IP P h o n e S e r v ic e s ?
A d d in g d a ta d r iv e n a p p lic a tio n s to th e
7960 and 7940 phones
U s in g p r e d e fin e d X M L d a ta ta g s , c u s to m te x t,
g r a p h ic s , a n d W e b -b a s e d s e r v ic e s c o u ld b e
c o n fig u r e d fo r th e IP p h o n e
F o r e x a m p le :
F lig h t in fo r m a tio n
P e r s o n a l/c o r p o r a te p h o n e d ir e c to r y lo o k u p s
S to c k a n d fin a n c e r a te q u o te s
Cla s s s c h e d u le s (e d u c a tio n )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
93
Cis c o IP P h o n e S e r v ic e s
Cis c o Ca llM a n a g e r Co n fig u r a tio n
2
D e v e lo p e r o r Cis c o
Ca llM a n a g e r
A d m in is tr a to r Co p ie s
th e W e b S c r ip t F ile s
to a W e b (H T T P )
S e r v e r T h a t th e
W ill P o in t to fo r
S e r v ic e s
Cis c o Ca llM a n a g e r A d m in is tr a to r
A d d s Cis c o IP P h o n e S e r v ic e s a n d
M a k e s T h e m A v a ila b le to th e U s e r s
U s e r L o g s In to Cis c o
Ca llM a n a g e r U s e r P r e fe r e n c e s
a n d Co n fig u r e s th e S e r v ic e s to
B e D is p la y e d o n th e P h o n e
S a m p le .a s p
XM L
Tags
W e b D e v e lo p e r Cr e a te s
th e Cis c o IP P h o n e
S e r v ic e s A p p lic a tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
U
B
P
S
S
s e r P r e s s e s th e S e r v ic e s
u tto n o n th e Cis c o IP
h o n e to D is p la y th e
e le c te d Cis c o IP P h o n e
e r v ic e s o n th e L CD S c r e e n
94
W h a t A r e th e B e n e fits o f
U n ifie d M e s s a g in g ?
E m p lo y e e P r o d u c tiv ity
M e s s a g e a c c e s s a n y w h e r e , a n y w a y , a n y tim e
O n e -s to p m e s s a g e m a n a g e m e n t
E a s y p r io r itiz a tio n a n d fo ld e r in g o f a ll m e s s a g e s b y
user
Cu s to m e r S a tis fa c tio n
In c re a s e s s p e e d a n d q u a lity o f r e s p o n s e s to a ll
ty p e s o f c o m m u n ic a tio n
A llo w s fo r fle x ib le c o m m u n ic a tio n flo w
Co s t R e d u c tio n s
M o v e s /a d d s /c h a n g e s a r e s im p le r a n d fa s te r
S in g le in fra s tr u c tu re to m a n a g e a n d m a in ta in
S in g le tr a n s p o r t in fra s tr u c tu r e fo r a ll m e d ia :
d a ta /v o ic e /v id e o
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
95
Cis c o U n ity E n te r p r is e
M e s s a g in g S o lu tio n s
Cis c o U n ity U n ifie d M e s s a g in g
T r u e u n ifie d m e s s a g in g
W o r k s w ith Cis c o Ca llM a n a g e r
Co m p a tib le w ith M S -E x c h a n g e 5 .5
W ill a ls o s u p p o r t L o tu s N o te s a n d
E x c h a n g e 2 0 0 0 (fu tu r e )
A u to A tte n d a n t
T e x t to s p e e c h
Cis c o U n ity V o ic e m a il
IP v o ic e m e s s a g in g
U p g r a d e a b le to Cis c o U n ity U M
W o r k s w ith Cis c o Ca llM a n a g e r
In d e p e n d e n t o f e -m a il s y s te m
A u to A tte n d a n t
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
96
V o ic e /U n ifie d M e s s a g in g
3
V o ic e m a il to
In b o x v ia S M T P
M essage
S to r e
LD AP
D ir e c to r y
U M S e rv e r
4
L ig h t M W I
on Phone
2
U M S e rv e r
P e rfo rm s
D ir e c to r y L o o k u p
IP
W A N
R o u te r /G W
IP P h o n e s
VSM
PSTN
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
1
A fte r 3 R in g s Ca ll
F o rw a r d e d to V o ic e m a il
97
L o o k in g F o r w a r d to
Cis c o U n ity M e s s a g in g
S u p p o r t fo r M S E x c h a n g e 2 0 0 0
S u p p o r t fo r L o tu s N o te s D o m in o
E n h a n c e d s c a la b ility
A M IS -A s u p p o r t
(A llo w s m e s s a g in g to d is p a r a te v o ic e m a il
s y s te m s )
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
98
IP IV R
In te g r a te d V o ic e R e s p o n s e
IP ICD
In te g r a te d Co n ta c t D is tr ib u tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
99
IP IV R
IP IV R
O
d
P
A
ffe r s m e n u p r o m p ts a n d
a ta b a s e lin k s
r o v id e s d y n a m ic a n n o u n c e m e n ts
u to m a te s r o u tin e d a ta r e q u e s ts
A c c o u n t in fo r m a tio n , p r o d u c t
s ta tu s , e tc .
E -n o tific a tio n s e r v ic e s
P a g e r n o tific a tio n o n p e r io d ic
d a ta b a s e c h e c k s
IP tr a n s p o r t in te g r a tio n
E th e r n e t s c a la b ility
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
100
IP IV R
E lim in a te s r e p e titiv e s e r v ic e
a g e n t r e s p o n s e ta s k s
F u n c tio n s 7 x 2 4
L o w e r e q u ip m e n t c o s ts v ia
IP in te g r a tio n to d a ta
s o u rc e s
F e a tu re s :
S ta r t
Ca n b e d e p lo y e d a s
w o rk g r o u p IV R
E a s ily p e rs o n a liz e d
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
W e lc o m e to
F ir s t B a n k
P la y P r o m p t
F o r a c c o u n t b a la n c e , p r e s s 1
T o tr a n s fe r fu n d s , p r e s s 2
F o r lo a n s , p r e s s 3
T o s p e a k w ith a n a g e n t, p r e s s 0
E a s y s c r ip t c o n s tr u c tio n
L o c a tio n in d e p e n d e n t
M a n y s o lu tio n s c a n
u s e s a m e IP IV R
P la y P ro
ro m p t
P la y P ro
ro m p t
R e c a ll D a ta
P le a s e e n te r
accountnum ber
a n d P IN c o d e
Y o u r b a la n c e
is $ 4 0 0 0 .0 0
101
A p p lic a tio n E d ito r

a n d A p p lic a tio n E n g in e
M e d ia Co n v e r g e n c e S e r v e r s
In te g r a te d Co m m u n ic a tio n S y s te m
A p p lic a tio n e d ito r

W in d o w s a p p lic a tio n
E d it flo w s a n y w h e r e in th e n e tw o r k
D o w n lo a d flo w s to a n y IP -IV R /IP A A
A n y e d ito r c a n e d it flo w s o n
a n y e n g in e
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
A p p lic a tio n e n g in e s
E x e c u te s IP IV R /IP A A flo w s
E x e c u te s o n a n M CS s e r v e r
W in d o w s 2 0 0 0 s e rv e r
102
A p p lic a tio n E d ito r

S te p
L ib r a r y
T o o lb a r
S te p s
D e s ig n
W in d o w
P a le tte
W in d o w
F lo w
S te p
L ib r a r y
V a r ia b le
W in d o w
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
103
A p p lic a tio n E d ito r S c r ip tin g E x a m p le
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
104
Cis c o IP In te r a c tiv e V o ic e R e s p o n s e
(Cis c o IP IV R )
IP IV R
Cu s to m e r
TD M A ccess
Ca lls M a y B e R o u te d F r o m
A n y w h e r e W ith in th e IP
N e tw o rk
r k to th e Cis c o IP IV R ;
W h e n th e IV R S c rip
r ip t H a s B e e n
E x e c u te d , Ca lls M a y B e
T r a n s fe rr
r r e d o r T e rm
r m in a te d
IP
Ca lls V ia V o IP
P u b lic G a te w a y s
N e tw o rrkk
TD M
In te r n e t
In tr a n e t
IP
IP
IP P h o n e s
V o IP Ca lls O r ig in a te d
in th e In te r n e t
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
Ca ll Co n tr o l
IP V o ic e
T D M V o ic e
Ca lls fr
froo m a n IP P h o n e
105
IP IV R
IP ICD
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
106
IP ICD
A d d r e s s e s g r o w in g n e e d fo r
c u s to m e r s u p p o r t a c r o s s a ll
o r g a n iz a tio n s
O ffe r s q u ic k in s ta lla tio n a n d s e tup
S im p le a g e n t d e s k to p fo r n o n s k ille d a g e n ts
S im p le q u e u in g a lg o r ith m s
E a s y -to -c o n fig u r e a g e n t g r o u p s
S h a r e d a p p lic a tio n te c h n o lo g y
w ith IP -IV R
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
107
IP In te g r a te d Co n ta c t D is tr ib u tio n
(IP ICD )
2
IP ICD
Cu s to m e r
TD M
A ccess
P u b lic
N e tw o r k
Ca lls m a y b e r o u te d fr o m
a n y w h e r e w ith in th e IP n e tw o rk
rk
to th e Cis c o IP ICD
1 . Ca ll is r e c e iv e d b y CM a n d r o u te d to IP ICD
Ca lls v ia V o IP
G a te w a y s
In tr a n e t
TD M
2 . IP ICD d e te r m in e s a g e n t s ta tu s a n d w ill
q u e u e th e c a ll a n d /o r
3 . R o u te c a ll to a n a v a ila b le a g e n t
3
IP V o ic e
T D M V o ic e
IP P h o n e s
R e s o u rrcc e G r o u p
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
108
IP In te g r a te d Co n ta c t D is tr ib u tio n
(IP ICD )
Cu s to m e r
TD M A ccess
P u b lic
N e tw o r k
IP ICD
Ca lls V ia V o IP
G a te w a y s
IP
Ca lls M a y B e R o u te d fr o m
A n y w h e r e w ith in th e IP N e tw o r k to
th e Cis c o IP ICD
If IP IV R F u n c tio n s A r e R e q u ir e d ,
th e IP ICD Ca n B e R e s id e n t o n th e
S a m e A p p lic a tio n E n g in e a s th e IP
IV R , o r o n a S e p a r a te S e r v e r
In tr a n e t
TD M
In te r n e t
IP IV R
IP P h o n e s
IP V o ic e
T D M V o ic e
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
109
ICD Q u e u e F e a tu r e s
Q u e u in g o p tio n s :
L in e a r d is tr ib u tio n w ith
a g e n t w e ig h tin g
Cir c u la r d is tr ib u tio n
w ith o r d e r p r e s e r v a tio n
L o n g e s t a v a ila b le
d is tr ib u tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
110
Cu s to m E d ito r fo r
A d m in is tr a tio n Ch a n g e s
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
111
ICD R e p o r tin g F e a tu r e s
R e a l-tim e r e p o r tin g m e tr ic s
L is tin g b y g r o u p s , a g e n ts
A c tiv e a g e n ts
N u m b e r o f c a lls in q u e u e
N u m b e r o f c a lls h a n d le d
Ca lls a b a n d o n e d
A v e r a g e c a ll le n g th s ,
w a it le n g th
L o n g e s t c a lls , w a it le n g th
D a ta b a s e a n d h is to r ic a l
r e p o r tin g o ffe r e d th r o u g h th ir d p a r ty A V V ID s o lu tio n s p r o g r a m
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
112
ICD A g e n t D e s k to p
W in 3 2 a p p lic a tio n
E a s ily in s ta lle d a c ro s s th e
n e tw o rk
A g e n t c a n s e e a v a ila b ility
s ta tu s
Ca lls r o u te d to a g e n ts
IP p h o n e
A g e n ts c a lls n o t a n s w e re d
g e t a d d e d b a c k to q u e u e
A g e n t is m a r k e d n o t
a v a ila b le
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
113
ICD in A c tio n
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
114
Ca ll Q u e u in g a n d A g e n t Ca p a c ity
U p to 7 5 a g e n ts to ta l p e r s y s te m
U p to 7 5 c a lls in q u e u e
U n lim ite d n u m b e r o f a g e n t g r o u p s
A g e n t o v e r la p s n o t s u p p o r te d
Co -r e s id e n t w ith Ca llM a n a g e r fo r u p
to fiv e a g e n ts
S u p p o r t 2 in c o m in g c a lls p e r s e c o n d
o n d e d ic a te d M CS s e r v e r
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
115
Cis c o IP Co n ta c t Ce n te r
C re a te a n o p e n
c o m m u n ic a tio n s
p la tfo rm le v e ra g in g
v o ic e a n d d a ta
te c h n o lo g ie s to
fa c ilita te g e o g ra p h ic a n d m e d ia in d e p e n d e n t
c u s to m e r
in te ra c tio n .
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
116
M e d ia Co n v e r g e n c e
O LD W O R LD
N EW W O R LD
PB X
V id e o
V o ic e
M a il
V o ic e
A ll m e d ia
S a m e w ir e
E m a il
Co n v e rg
rg e d
IP N e tw o r k
D a ta
N e tw o r k
D a ta
U n ifie d
D a ta
V id e o Co n f.
D a ta
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
C is c o IP C C u n ifie s O ld W o r ld a n d N e w W o r ld a p p lic a tio n s

V o ic e
117
A d v a n ta g e s o f IP
L o c a tio n in d e p e n d e n c e
L o c a te a g e n ts a n d w o r k e r s
a n y w h e re
S u p p o r t m u ltip le c h a n n e ls
V o ic e , E m a il, W e b , F a x , V id e o
R a p id d e p lo y m e n t o f n e w
a p p lic a tio n s
D e p lo y a n d m a in ta in o n e
n e tw o r k
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
118
T h e IP Co n ta c t Ce n te r
In te llig e n t
C o n ta c t
M anagem ent
C a llM a n a g e r
Ag e n t
D e s k to p
In te g ra te d
V o ic e
R espo nse
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
119
V V T -1 20
29 1 2_ 0 5 _ 20 0 1 _ c 1
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Cis c o P e r s o n a l P r o d u c tiv ity

A p p lic a tio n E d ito r

A p p lic a tio n e d ito r

A p p lic a tio n E d ito r

A p p lic a tio n E d ito r S c r ip tin g E x a m p le

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