1. law, govt and politics
2. legal issues
3. human rights

Why upgrade to Cisco Unified Communications
Manager (CUCM) v 6.1?
January 22, 2008
© 2008 Cisco Systems, Inc. All rights reserved.
1
Agenda
Welcome – Karen Manning
Program Recordings
www.CiscoKnowledgeNetwork.com
Future Topics – Email
[email protected]
Business Reasons for Migrating to CM v6.1 – Craig Cotton
Q&A
Technical Reasons for Migrating to CM v6.1 – Sameer Mohile
Q&A
© 2008 Cisco Systems, Inc. All rights reserved.
2
Survey
Cisco Knowledge Network – Feedback
Scale:
1=Disagree; 2=Somewhat Disagree; 3=Neutral; 4=Somewhat Agree; 5=Agree
1=Poor; 2=Fair; 3=Average; 4=Good; 5=Excellent
Overall, the quality and value of the information presented made this Cisco event a good use of
my time.
How would you rate the quality and value of Topic #1? [1 - 5]
How would you rate the quality and value of Topic #2? [1 - 5]
I learned things that I will apply to my business.
[1 - 5]
Overall, the speakers/presenters were knowledgeable, informative and engaging.
Speaker/presenter #1 was knowledgeable, informative and engaging [1 - 5]
Speaker/presenter #2 was knowledgeable, informative and engaging [1 - 5]
Web Conferencing was an effective medium to conduct this event.
The way the information was presented was clear, effective and held my interest [1-5]
The event was at a convenient time [1 - 5]
The event was easy to access
[1 – 5]
I could fully participate in the event [1 – 5]
I would recommend this event to others.
[1-5]
I am interested in having Cisco, or my Cisco Partner, contact me to continue this conversation –
applying these concepts to my business (or environment). Yes or No
© 2008 Cisco Systems, Inc. All rights reserved.
3
Business Reasons to
Upgrade Cisco Unified
Communications
Manager
Craig Cotton
Director, Product Marketing
IP Communications Business Unit
© 2008 Cisco Systems, Inc. All rights reserved.
4
Cisco Unified
Communications: Doing
Business in a Web 2.0
World
© 2008 Cisco Systems, Inc. All rights reserved.
5
Video
Blogs
Web 2.0
Social
Networking
e
commerce
Music
© 2008 Cisco Systems, Inc. All rights reserved.
6
Welcome to the Human Network
Technology
Information
and Services
© 2008 Cisco Systems, Inc. All rights reserved.
Social
Structure
7
© 2008 Cisco Systems, Inc. All rights reserved.
8
One
One Time
Time
Zone,
Zone, Real
Real
Time
Time
Working
Working
Moments
Moments
Mobility
Mobility and
and
Uniformity
Uniformity of
of
Experience
Experience
Security
Security and
and
Governance
Governance
New
New and
and
Changing
Changing
Regulations
Regulations
Business
Business
Continuance
Continuance
© 2008 Cisco Systems, Inc. All rights reserved.
9
Unified Communications
Manager
© 2008 Cisco Systems, Inc. All rights reserved.
10
The Platform for Collaborative
Communications
MeetingPlace Collaboration
IPICS
Unified Mobile
Communicator
MOC or ST
Unified Personal
Communicator
Unified Communications
Manager
Unity
© 2008 Cisco Systems, Inc. All rights reserved.
Telepresence
11
Presence and BLF
© 2008 Cisco Systems, Inc. All rights reserved.
12
Appliance Benefits
Easier & Faster Installs and Upgrades
Installs in half the time vs. Windows
Load new versions on standby disk partition, then just switch partitions instead of
REPLACING older versions of software
Improve Security, Stability, Performance & Experience
Protect from unsupported hardware/software changes due to malware, operator error
or other cause
Make UC applications more like network devices
Reduce and simplify customer’s OAM&P responsibilities
Don’t force customer to learn how to administer native OS, DB, etc. – no MCSE or
RHCE skills required…it’s not a Linux Server !!
Less Updates to Manage – bundled disk/downloads for firmware, drivers, OS, DB and
UC applications
Reduce and simplify customer’s security posture management responsibilities
All security updates are included in Cisco disks/downloads – no more separate
management of security patching for firmware, drivers, OS and applications
Native OS Hardening – beyond what is done with Windows: removal of unnecessary
services, no mail clients or web browsers installed or installable, custom
extensions/modifications to components we keep
Built-in CSA and integrated firewall, self-policing of who is allowed to join and
participate in the cluster
All software for the Appliance is provided & digitally signed by Cisco
© 2008 Cisco Systems, Inc. All rights reserved.
13
Cisco Unified Communications Manager 6.x
Key Capabilities
Enhanced Features
Do Not Disturb, Intercom, Audio Message Waiting
Indication, Secure Conferencing, Call Recording,
Silent Monitoring, Join Across Lines
Integrated Cisco Unified Mobility
Single number reach, single voicemail, device
mobility and DISA functionality native to Cisco
Unified Communications Manager
Increased Resiliency
Ensures users have access to key features such
as Extension Mobility, Call Forwarding, and
Message Waiting Indication even during network
outages, plus more flexibility for clustering servers
over the WAN
Now available as part of purpose-built solution
for small and medium businesses
Unified Communications Manager Business Edition
appliance that combines Unified Communications
Manager version 6.x call control and Unity
Connection voice messaging on a single server
© 2008 Cisco Systems, Inc. All rights reserved.
14
Cisco Unified
Communications
Manager 6.x
Key Capabilities
© 2008 Cisco Systems, Inc. All rights reserved.
15
Do Not Disturb
Gives phone users the ability to go into a Do Not Disturb (DND) state which
turns the ringer off. Calls continue to be presented to the phone; it just
doesn’t ring
Creates new presence state – device based
New softkey ‘DND’
A new feature option “DND” will be available to be configured in the Phone
Button Template for the supported phone types.
Once DND is activated:
A prompt status message “Do Not Disturb is Active” will display when DND is
activated.
LED indicator
Configurable reminder alert tone
When DND is de-activated this message will be removed
Accessibility indicators are available: Beep, Flash, None.
This prompt status is permanent and stays till the DND status is reverted.
(only Call Forward All prompt can override the DND prompt status
message.)
© 2008 Cisco Systems, Inc. All rights reserved.
16
Intercom with Whisper
New Intercom button – placing and receiving voice
Intercom calls
Intercom Speed-dial can be configured for a single
destination
Three visual states for intercom button : idle, whisper
and connected.
Whisper - If target destination is on a call, the originator
can whisper a one-way message which will be heard by
the target and not by the other party.
© 2008 Cisco Systems, Inc. All rights reserved.
17
MWI Audio Notification
Alerts callers that they have a Message via an Audio
Tone (3 “beeps) followed by dial tone
Available on All Cisco Unified IP Phones
Already available via VG-24x for Analog devices
Conforms to ADA Requirements
© 2008 Cisco Systems, Inc. All rights reserved.
18
Programmable Line Keys – Display
20 of the most
common soft key
features can now
be assigned to a
line button for
easier access or
for the visually
impaired
- Call Back
- Redial
- Pick Up
- Hold
- GPickUp
- Other Pickup
- Transfer
- DND
- Video Mode
- Forward All
- Conference
- Other Call
- Meet Me Conference
- ConfList
- New Call
- Park
- Remove Last Participant
- Hlog
- DPark
- QRT
- MCID
© 2008 Cisco Systems, Inc. All rights reserved.
19
Cisco Unified Mobility
Single Number Reach
– Cisco Unified Mobility Manager – now
integrated into Unified Communications
Manager!
Voice over WLAN
– Cisco Unified IP Phone 7921G
Single Mode Client
– Cisco Unified Mobile Communicator
Dual Mode Phone
– UC application access for Dual Mode
Devices
© 2008 Cisco Systems, Inc. All rights reserved.
20
Cisco Mobility Manager
Now native in Unified
Communications Manager 6.x
Simultaneous ring
Multiple remote destinations
(mobile, home, etc.)
Single enterprise voice mail
Hand in / hand off
Mobile Voice Access
Allowed/Blocked call filters
No changes required with
mobile phone or mobile
cellular service provider
© 2008 Cisco Systems, Inc. All rights reserved.
New Handoff key available
with Unified Communications
Manager 6.0
21
Cisco Unified Mobile Communicator
Works across variety of popular handsets
Symbian, Blackberry, Windows Mobile
Integrated
Augments native phone apps & functionality
Intuitive, menu-driven User Interface
Dashboard approach to managing calls & messages
Provides consistent approach across different handsets
Secure
Securely download user contacts
Authentication & encryption protects corporate
resources
Remote disablement in case handset is lost/stolen
Over-the-air client provisioning
No data cables required to download client application
to phone
© 2008 Cisco Systems, Inc. All rights reserved.
22
Database Feature
Resiliency
Most services read data
locally instead of publisher
i.e. read from
Communications Manager
node that phone is registered
to.
For User facing features, last
update wins.
Admin, AXL, User Options,
CMA, non user facing
features, etc. still read and
write to the publisher.
© 2008 Cisco Systems, Inc. All rights reserved.
23
Silent Monitoring
A single combined (agent + customer) RTP stream is delivered to the
supervisor phone under Communications Manager control
– Provides Call Admission Control, Bandwidth Reservation, and
Codec Negotiation
– Allows Supervisor to monitor call through IP phone
Monitoring has no perceptible effect on:
– The agent or customer’s visual display
– Any perceptible audio that might alert the agent or the
customer that their call is being observed
For legal compliance an explicit notification in the form of a periodic
tone can be made audible to agent, customer, or both to indicate a
monitoring session is in progress. The tone can also be disabled
Not supported on all Cisco IP phones
© 2008 Cisco Systems, Inc. All rights reserved.
24
Call Recording support
Call recording now possible without having to port span ethernet switch ports
Two recording modes are available:
– Automatic recording: Records all calls on line appearance by CM
– Selective recording: Allows supervisor to record ad-hoc. Also allows
Recording server to record based on business rules and events
– Requires Recording server/device from 3rd Party
– Delivers the speech (2 RTP streams) to the recording server via SIP Trunk
– Integrated CAC for remote recording over the WAN
Recording has no perceptible effect on:
–The agent or customer’s visual display
–Any perceptible audio glitch that might alert the agent or the customer that
their call is being recorded
For legal compliance an explicit notification in the form of a periodic tone can
be made audible to agent, customer, or both to indicate a recording is in
progress. The tone can be disabled. Recording tone overrides monitoring
Not supported on all Cisco IP phones
© 2008 Cisco Systems, Inc. All rights reserved.
25
Secure Conferencing
Provides Media Encryption to participants in an Ad-Hoc
Voice Conference
Available with 12.4(7)T IOS Release
A Secure Call between 2 parties will remain secure
when additional parties are included via a conference.
© 2008 Cisco Systems, Inc. All rights reserved.
26
Cisco Unified IP Phone 7931G
24 Button Phone, targeted for Keyswitch deployments
•
•
Pixel-based Backlit display
•
•
•
•
•
•
•
•
Lighted line keys
Up to 24 Single Lines / Directory
Numbers
Programmable line keys
IEEE 802.3af PoE and Local Power
10/100BaseT, two-port Ethernet switch
“Hold”, “redial”,“transfer” keys
Visual Message Waiting Indicator
Hands-free Speakerphone
Supported in CM 6.0 and later
© 2008 Cisco Systems, Inc. All rights reserved.
27
Enhanced BAT
A Communications Manager administrator can take an exported
Communications Manager database, make changes to that
database and insert that database into another Communications
Manager cluster at another site
The idea is to have a cookie cutter Communications Manager
configuration that can be easily transported from one cluster to
another
BAT functionality will be extended to all items in the
Communications Manager database
This tool will use the same file format as BAT (CSV) for
exporting and importing data
Target users of this tool are Expert administrators
This tool will be mainly used on a fresh install, for the initial
configuration
© 2008 Cisco Systems, Inc. All rights reserved.
28
Export Configuration in version 6.0
Call Routing Data
Media Resources
• Server
• AAR Group
• Annunciator
• CUCM
• Application Dial Rules
• Conference Bridge
• CUCM Group
• Route Filter
• Phone NTP Reference
• Time Period
(Class of Control)
• Media Resource
Group
System Data
• Date/Time Group
• Region
• Device Pool
• Device Mobility Group
• Location
• Physical Location
• SRST
• Time Schedule
(Class of Control)
• Partitions
(Class of Control)
• Media Resource
Group List
• Media Termination
Point
• Transcoder
• CSS
(Class of Control)
• Translation Pattern
• Enterprise Parameter
• Service Parameter
• Security Profile
(Phone & SIP Trunk)
© 2008 Cisco Systems, Inc. All rights reserved.
29
Unified Communications Manager
Business Edition Vision
Low-cost, feature-rich, easy-todeploy
Single Appliance: shared HW
and OS
SRST for Call Processing
Redundancy
Common services
Cisco
Unified
Presence
Cisco Unified
Contact Center
Express
Common Management
Licensed Based Entitlement
Bundled Install/Upgrade,
DB, Identity Mgmt
Common Management &
Tools
Simple Licensing
Unified
CM
Unity
Mobility
Connection Manager
Applications, Options,
Quantities
Common Platform
© 2008 Cisco Systems, Inc. All rights reserved.
30
Know Who’s Available to Save Time &
Increase Productivity
Make calls with your Cisco Unified IP Phone using Office
Communicator to control the phone
See if a person you need to reach is on the phone or not
© 2008 Cisco Systems, Inc. All rights reserved.
31
Cisco
Q&A
© 2008 Cisco Systems, Inc. All rights reserved.
32
Technical Reasons to
Upgrade to CUCM 6.X
Sameer Mohile
VSE TME
© 2008 Cisco Systems, Inc. All rights reserved.
33
Upgrade Path
CUCM 4.0(2a)
CUCM 5.0(4)a/b
CUCM 6.0
CUCM 4.1(3)
CUCM 5.1(1/2)
CUCM 4.2(3)
Upgrade from
CUCM 4.0, 4.1,
4.2, 5.0 and 5.1
to CUCM 6.X
CUCM 4.1(3)
CUCM 5.1(1/2)
CUCM 4.2(3)
CUCM 5.1(3)
© 2008 Cisco Systems, Inc. All rights reserved.
CUCM 6.1
34
OS/Database Changes
SQL
Informix
Dynamic
Server (IDS)
Replication
IDS
Pre CUCM 5.0 – Microsoft & MS-SQL
CUCM 5.X and 6.X – Linux & IBM IDS
© 2008 Cisco Systems, Inc. All rights reserved.
35
AGENDA
CUCM 6.X Architecture
Database Resiliency and Access
Database Replication and Change Notification
CUCM 6.X Deployment Models Update
Centralized Call Processing Model
Clustering over the WAN Model
CUCM 6.X Performance/Capacity Update
CUCM 6.X Upgrade Procedure
© 2008 Cisco Systems, Inc. All rights reserved.
36
Database Resiliency
& Access
© 2008 Cisco Systems, Inc. All rights reserved.
37
Database Resiliency (UCM Version 6.X)
A
Informix Dynamic
Server (IDS)
Replication
IDS
IDS
IDS
B
E
C
Communication
Manager Cluster
Publisher
(all data writable)
IDS
IDS
D
User Facing Features:
Call Forward All
Message Waiting Indicator ( MWI)
Privacy Enable/Disable
Device Mobility
Extension Mobility Login/Logout
Do Not Disturb Enable/Disable
Hunt Group Login/Logout
Credential hacking & authentication
Informix Dynamic Server (IDS) Subscribers (User facing features Writable)
Bidirectional User facing feature replication
Logically Unidirectional DB replication from Publisher
© 2008 Cisco Systems, Inc. All rights reserved.
38
Database Access
Publisher
Subscriber
CCM Admin
CCM Admin
Administrator
Administrator
CCM
TFTP
CCM
IDS
TFTP
IDS
Before CUCM 6.X, default access was to the Publisher database. This
caused increased CUCM initialization with every release
In CUCM 6.X, default access is to the local database
Faster initialization in Clustering over WAN deployments
© 2008 Cisco Systems, Inc. All rights reserved.
39
Database Replication (Rep) and Change
Notification (CN) – Pre CUCM 6.X
Publisher
Subscriber
CCM Admin
CCM Admin
Administrator
Administrator
CCM
TFTP
CCM
TFTP
DB Rep Queue
IDS
DB CN Queue
Replication moves the data from server to server and causes change
notification on the receiving server.
Change notification (CN) is the process by which services learn that data in
the database has changed.
Before CUCM 6.X, Publisher was generating the CN.
© 2008 Cisco Systems, Inc. All rights reserved.
40
Database Replication (Rep) and Change
Notification (CN) – CUCM 6.X
Publisher
Subscriber
CCM Admin
CCM Admin
Administrator
Administrator
CCM
TFTP
CCM
TFTP
DB Rep Queue
IDS
DB CN Queue
Services (e.g. CCM, TFTP etc) on receiving server always get change
notification from the local database.
Since replication is queued up on network outages, as the network outage is
fixed, replication occurs, data access is now available locally, and change
notification occurs locally. In essence, change notification is now queued and
occurs in lock stop with replication. This improves the reliability of change
notification delivery.
© 2008 Cisco Systems, Inc. All rights reserved.
41
6.X Deployment
Models Update
© 2008 Cisco Systems, Inc. All rights reserved.
42
Deployment Models
Centralized Call Processing
Applications
(VMail, IPCC, MP…)
CUCM
Cluster
PSTN
IP WAN
Headquarters
SRST/CME-Enabled
Router
Branch A
SRST/CME-Enabled
Router
CUCM cluster at central/HQ site
Applications and DSP resources can be centralized or
Branch B
distributed
Supports up to 30,000 phones per cluster
Survivable remote site telephony for remote branches
Maximum 1000 branches per cluster (500 branches before CUCM 6.0)
© 2008 Cisco Systems, Inc. All rights reserved.
43
Scalability - Support for 1000 Locations
Cisco Unified Communications Manager 6.0 will now
support up to 1000 locations with the following
conditions:
Support for 1100 Gateways i.e. one gateway per location plus some at
central site.
Sparse RegionMatrix should be used.
Sparse MatrixMember RSVP Policy should be used
Support on 7845 H1/I1 or higher platform only.
Cisco Unified Communications Manager Initialization time nearly doubles
compared to no locations.
Upgrades may take 50-100% longer than similar size database with no
locations.
Database replication time increases compared to cluster with no locations.
© 2008 Cisco Systems, Inc. All rights reserved.
44
Sparse Matrix
Sparse Matrix logs only exceptions to the default as
opposed to logging ALL values.
Benefit: Keeps the table small and significantly
improves performance
Most regions should to be configured to “Use System
Default” for inter/intra region audio codecs and video
bandwidth.
Benefit: Keeps the regionmatrix database table small.
Most locations should be configured to “Use System
Default” for the RSVP policy.
Benefit: Keeps the matrixmember database table small.
© 2008 Cisco Systems, Inc. All rights reserved.
45
Deployment Models
Clustering over the WAN (COW)
CUCM
Cluster
Voice Mail
Server
Voice Mail
Server
IP
Phones
IP
Phones
San Jose
Space
San Francisco
CUCM 6.0 and before
Max 40-ms round-trip delay between any two CUCM across the WAN
Recommended bandwidth between sites that are clustered over the WAN is 900 Kbps for ICCS for every
10,000 BHCA and 644kbps per remote server for Database
CUCM 6.1
Max 80-ms round-trip delay between any two CUCM across the WAN
Recommended bandwidth between sites that are clustered over the WAN is 1.544 Mbps for ICCS for every
10,000 BHCA and 1.544 Mbps per remote server for Database
© 2008 Cisco Systems, Inc. All rights reserved.
46
6.X Performance/
Capacity Update
© 2008 Cisco Systems, Inc. All rights reserved.
47
Performance Update
BHCC on the H2 platforms (7835 & 7845) is 35%-45% more than
on the H1 platforms (7835 & 7845)
H2 has dual core processor
CUCM 6.X can support up to 27,000 secured phones in a cluster
(90% of 30,000 phones)
Configuration & Registration of Device
CUCM 5.1
(KB)
CUCM 6.X
(KB)
SCCP 7960 (1 Line – Non-Secured)
66
77
SCCP 7960(1 Line – Secured)
120
83
SIP 7970 (1 Line – Non-Secured)
80
91
SIP 7970 (1 Line – Secured)
137
97
Extension Mobility Login/Logout have dramatically increased in
CUCM 6.0
Up to 250 sequential login/logout per minute on MCS 7845 cluster
Up to 375 sequential login/logout per minute on MCS 7845 cluster
© 2008 Cisco Systems, Inc. All rights reserved.
48
Performance Update
Phone registration rates have increased in CUCM 6.X
Registration Rate of Device
CUCM 5.1
(Phones/sec)
CUCM 6.X
(Phones/Sec)
SCCP (1 Line – Non-Secured)
149
163
SCCP (1 Line – Secured)
130*
143
SIP (1 Line – Non-Secured)
81
95
SIP (1 Line – Secured)
137
97
* Registration rate for SCCP secured phone in CUCM 4.X is 100 phones/sec
Failover/Fallback rates have increased from 90 phones/sec in
CUCM 4.X to 200 phones/sec in CUCM 6.X
© 2008 Cisco Systems, Inc. All rights reserved.
49
CUCM 6.X Upgrade
Changes
© 2008 Cisco Systems, Inc. All rights reserved.
50
CUCM 5 and 6 Disk Partition Overview
Software update
can be done FTP,
secure FTP or
local DVD Disk
Updated
SW
1
CUCM
Publisher
2
Active
ActivePartition
Partition
inActive
inActivePartition
Partition
InActive
InActivepartition
partition
Active
ActivePartition
Partition
InActive
InActivepartition
partition
CUCM
Publisher
Active
Activepartition
partition
Switch
Version via
OS Admin
or CLI
CUCM
Subscriber
© 2008 Cisco Systems, Inc. All rights reserved.
inActive
inActivePartition
Partition
Active
Activepartition
partition
CUCM
Subscriber
Call Processing
is done on
Active Partition
After software upgrade
DB is migrated to
InActive partition (5.X)
DB changes
(administrative and
end user data—CFA,
MWI, EM, etc.) from
after software upgrade
to switch version is lost
Best Practice:
Upgrade during off
hours
Move phones off
servers being
upgraded
51
Upgrade
Communications Manager
5.0 and 5.1
Communications
Manager 6.0 and 6.1
Publisher migrates data
before reboot
Publisher migrates data and
runs “ontape” before reboot
Subscriber starts replication
after reboot
Subscriber gets “ontape”
backup via SFTP
Subscriber is ready for failover
after replication
Subscriber is ready before
replication is complete
UFF are backed up before
reboot
UFF are restored and
replication starts after reboot
© 2008 Cisco Systems, Inc. All rights reserved.
52
Key Takeaways Template
The Key Takeaways of this presentation are:
CUCM 6.X has improved database resiliency
CUCM 6.X can support up to 1000 remote locations
Better Performance - IP Phone security,
Failover/Fallback etc have improved in CUCM 6.0
Clustering over the WAN is better in CUCM 6.X
© 2008 Cisco Systems, Inc. All rights reserved.
53
Additional Resources
You can find additional information in the Unified
Communications SRND
• http://www.cisco.com/go/srnd
© 2008 Cisco Systems, Inc. All rights reserved.
54
Cisco
Q&A
© 2008 Cisco Systems, Inc. All rights reserved.
55
Survey
Cisco Knowledge Network – Feedback
Scale:
1=Disagree; 2=Somewhat Disagree; 3=Neutral; 4=Somewhat Agree; 5=Agree
Overall, the quality and value of the information presented made this Cisco event a good use of
my time. [1-5]
How would you rate the quality and value of Topic #1: Business Drivers? [1 - 5]
How would you rate the quality and value of Topic #2: Technical Drivers? [1 - 5]
I learned things that I will apply to my business.
[1 - 5]
Overall, the speakers/presenters were knowledgeable, informative and engaging. [1-5]
Speaker/presenter #1 was knowledgeable, informative and engaging [1 - 5]
Speaker/presenter #2 was knowledgeable, informative and engaging [1 - 5]
Web Conferencing was an effective medium to conduct this event. [1-5]
The way the information was presented was clear, effective and held my interest [1-5]
The event was at a convenient time [1 - 5]
The event was easy to access
[1 - 5]
I could fully participate in the event [1 - 5]
I would recommend this event to others.
[1 - 5]
I am interested in having Cisco, or my Cisco Partner, contact me to continue this conversation –
applying these concepts to my environment. Yes or No
© 2008 Cisco Systems, Inc. All rights reserved.
56
© 2008 Cisco Systems, Inc. All rights reserved.
57