Cisco Update

2009

Collaboration
Launch 7.1

Business Transformation 1008 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1
 Agenda
Unified Communications

Mobility

TelePresence

Video Integrationen

Contact Center

Business Transformation 1008 © 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 2
 Client Services Framework

Cisco UC Integrations™ for

WebEx Connect & Office Communicator

Architecture for Remote Workers

Cisco UC Integrations with Webex

Unified Communications
 Enabling Desktop Clients From the Bottom Up

3rd Party Desktop Integrators & Open

Cisco Client Experiences
Experiences Source Community

Cisco Unified Audio Call Ctl Video IM Agg VM Presence Conf Dir Svc Call History Future…
Client Services 
Foundation
>>  …

Cisco UC
Infrastructure Services
 Cisco UC Integration for Microsoft OCS/MOC

 Fully integrated soft phone

 Control deskphone from MOC
 Cisco IP Phone like audio quality
and call control
 Phone presence displayed in MOC
 Inbound call notification & divert
 Click to call from Office, browsers
 Client call history
 Voicemail MWI & access
 Enterprise-class “VPN less”
security
 Video, visual voicemail, & more*

Note: Early prototype of interface. May vary from what is shown here. * Targeted For 2H CY09 Release
 Solution Components and Deployment Considerations
Dual Forking / Dual Forking (with RCC)
MOC
Cisco IP Client
Phone
• Answer business calls
PSTN on Microsoft Office
Gateway
Communicator or Cisco
RTP IP Phone
Media
OCS configured
for Enterprise
Phone
• Dual Call Control
Fork Call Voice and PBX
to OCS Presence
Integration systems to manage
Mediation Fork Call
Server to COM
• Higher total cost of
Mobility Remote
Destination ownership
SIP Trunk (for Media) • Complexities to avoid
Unified SIP Trunk (for RCC/Presence)
Communications OCS call looping etc.
Server
Manager OCS
Mobility Remote
Server
CM
Destination Phone • Transcoding required
Presence Dual
Mobility Forking for Microsoft proprietary
Fork Call
to OCS codecs.
RTP
Media Fork Call
to COM
• Call Admission Control
and QoS Complex

Unified Presence
Server (RCC Mode)
• Non Predictable traffic
for network engineering
Cisco IP MOC
Phone Client
 Solution Components and Deployment Considerations
Dual Forking / Dual Forking (with RCC)
MOC
Cisco IP Client
Phone Remove Call Forking
PSTN
Less Configuration
Gateway Less Management
RTP Simple Dial Plan
Media
OCS configured
for Enterprise
Fork Call Phone Voice and PBX
to OCS Presence
Mediation Integration
Fork Call
Server to COM

Mobility Remote Remove Trunks, Dual

Destination
Media & Transcoding
SIP Trunk (for Media) Fewer Servers
Unified SIP Trunk (for RCC/Presence) Less Management
Communications
Manager OCS
Mobility Remote Server
Destination Phone
CM Presence Dual
Mobility Forking
Fork Call
RTP to OCS
Fork Call
Media
to COM
Remove Remote Call
Control Gateways
CSTA Gateway
Unified Presence
Server (RCC Mode)
Cisco IP MOC
Phone Client
 Solution Components and Deployment Considerations
Cisco Unified Communications Integration™ for MOC
MOC
Cisco IP Client
Phone
Avoid Dual Forking
PSTN Use soft phone or
Gateway control desk phone
on single dial-plan

Phone
Make Voice Calls
RTP
Presence Between soft phones
Media Between desk phones
Soft  desk phones
Unified
Communications No Mediation Servers
Manager OCS
Server
Phone
Presence Presence
Provided directly to
OCS via MOC

Cisco IP MOC
Phone Client
Cisco UC Integration for Webex Connect
 Secure Collaboration for Remote Workers

Cisco ASA

IPSec VPN Clientless SSL VPN Phone Proxy Mobility Presence

SSL VPN Proxy Federation
Proxy
 Cisco UC Integration for Webex

Start & Join WebEx Meetings Unified Video Interoperable with

from IP Phone WebEx Meeting Centers and WebEx
Accelerator Node for ASR1000
Presence Federation
between Unified Presence
and the WebEx
Collaboration Cloud

Unity & Unified CM Widgets in WebEx Connect 1-Button TelePresence/Meeting Center

 UC Mobility Architecture

Cisco Unified Mobile Communicator

Integrations with popular Smartphones

Webex on the Go

Mobility
Collaboration for Mobile Workers

Connect Communicate Collaborate

Cisco Unified Mobility VoWLAN

Cisco Unified Mobile Cisco Webex Integrations

Communicator
Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14
 Apple Solution Overview

 Cisco WebEx Meeting Center

Native Client
View Presentations and Meeting Info
Integrated Audio and Web Conference Options

 Cisco Mobile Supervisor

Unified Contact Center Express Tool
Mobile Version of Cisco Supervisor Desktop
View Color Coded Contact Center Metrics

Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 15
Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 16
 RIM Solution Overview

 Cisco Unified Mobile Communicator

Bold 9000, Curve 8900/8330/8320, BB
Pearl 8130/8120/8110
 Cisco WebEx Browser Access to
Meetings
View Presentations and Meeting Info
One click “Join Now” feature
Integrated Audio and Web Conferencing Options
Tested Devices: Bold, Storm in Europe, Curve 8900

 CCX Certification

Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 17
 RIM Solution Overview

 BlackBerry MVS for Cisco UC

- One “reach me anywhere” corporate
phone number, one caller ID and one VM box

- Simultaneous or sequential ringing

- Easy access to telephony functions such

as call transfer and extension dialing

- Flexibility to make calls using either the

BlackBerry phone number or enterprise line

- Ability to transition an in-session call

from BlackBerry to Cisco Unified IP Phone

Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 18
Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 19
 Nokia Solution Overview
 Cisco Unified Mobile Communicator 7.0
E51, E61i, E63, E66, E71, E75

 Nokia Call Connect 1.1 (VoWLAN)

E51, E61i, E60, E61i, E63, E65, E66, E70, E71, and
E90

 Cisco WebEx Browser Access to Meetings

View Presentations and Meeting Info
E71, E75, N97 and other E and N series phones

 Nokia Mobile VPN

Cisco ASA VPN and IOS VPN GW

 CCX Certification

Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 20
Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 21
 Windows Mobile Solution Overview

 Cisco Unified Mobile Communicator

Windows Mobile 6 and 6.1 Standard Edition

HTC S620
Motorola Q9H
Motorola Q9C (CDMA)
Samsung Blackjack II
Samsung ACE (CDMA)
T-Mobile Dash (HTC S620)
Toshiba Protégé G710

Tmckeon.Customer Care Express UC PSS VT © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 22
Cisco TelePresence System 1300 Series

Cisco TelePresence Recording Studio

Any to Any HD Interoperability

Extended Reach TelePresence

Cisco TelePresence
 Cisco TelePresence Endpoint Portfolio
Expanding User Experiences

CTS 500 CTS 1000 CTS 1300 CTS 3000 CTS 3200
1–2 Seats 2 Seats Multipurpose Room 6 Seats 18 Seats

 Flexible use  High  One screen  High  Transforming

immersion immersion governance
 Private office  High
processes
 Flexible immersion  Transforms
 Tele-commuter deployment business  Distanced
 Rapid
process learning
deployment

Personal Multipurpose Group/Team

Introducing the CTS 1300 Series
For the Multipurpose Conference Room

 Opens up all multi-purpose rooms for

Cisco TelePresence
–Multi-camera design vs. pan/tilt/zoom
–Life-size experience

 Minimal room remediation

–Great meeting experience
–TelePresence-class video
–First offer: 65” screen size
–Built-in audio conferencing
–Fast deployment
 TelePresence for Everyone, Everywhere
Introducing Extended Reach

Immersive

 Provides first class

Reach remote sites experience for key
where bandwidth is
costly or not Optimized business decision
available meetings
 Enables branch offices to  Life-size, life-like, and
communicate effectively face to face
with headquarters and
each other
Extended Reach
 Maintains ease of use
 Supports users in and quality experience Created new
locations without multi- market category
megabit bandwidth with
high utilization
Optimized
 Enables applications resolution,
where experience latency and
frame rate
trade-off is acceptable

Quality of Experience
 Cisco TelePresence Recording Studio
Simple, High Quality Video Recording
Distribute Content
by Email
Captures Audio, Web or
Video, and Data TelePresence
Playback

Pause or Stop
Publish
to DMS for
Broad Distribution

Press Record

 Simple: One-button-to-push
Web
 High-quality: Recording at 1080p
Schedule in  Medianet application integration Digital Signs

Groupware
 User-driven creation and distribution Cisco
TelePresence
 Any to Any: Streaming to Web Room

Smart Phone
Interoperability with HD Video Conferencing
Any-to-Any Communications

Web Cams Desktop VC

WebEx HD Video
Conferencing

SD Video MS Office
Conferencing Communicator

Cisco TelePresence Interoperability

Cisco Unified Video
Conferencing und
Webex Integration

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 29

Cisco Unified Videoconferencing
Strategie
Any-to-Any
 Interoperabilität mit anderen
Herstellern
 Integration mit Telepresence,
Callmanager, OCS, Sametime

Effizienz und Wachstum

 Virtuelles MCU Konzept
 Evolutionäres Wachstum
 Intelligene Nutzung der Resourcen

Benutzung
 Desktop Video bis zu HD
 Webex Integration
 Recording und Webcasting ohne
extra Hardware

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 30

 Video: Heterogene Umgebungen
Nutzen durch einbeziehung ALLER

Traditional Videoconferencing Multiparty Video

Telephony

Room-based Desktop
Terminals

Rich-media Telepresence
Conferencing
Unified Communications
Clients

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 31

Interoperabilität

 MCU mit allen gängigen Produkten getestet

SIP, H.323, SCCP Support
Dokumentierte und offen zugängliche
Liste der kompatiblen Systeme
Laufende Optimierungen

 Qualität pro Teilnehmer optimiert

Qualitätssteuerung nach Bandbreite
Telepresence - High Definition- Standard Definition – Desktop -
Mobile

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 32

Unified Videoconferencing Desktop
Desktop Video von jedem PC aus

 High Definition Video auch am Desktop

 Jeder Windows PC, Web basierend
 Verwendung für Streamings und Aufzeichnungen
 Platzierung in der DMZ möglich, Einbeziehung Externer

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 33

Features

 Integration mit Cisco, Microsoft und Lotus Systemem

 Webcasting und Recording ohne extra HW
Auf Knopfdruck im Desktop Client
Erstellung von Schulungen
Große One-to-many Konferenzen, z.B. Präsentationen oder
Ansprachen
Abrufbar direkt über Web Interface

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 34

WebEx Integration
Kombination Web Conferencing und High
Quality Video
 Verknüpfung eines Hosted Diensts mit Video Lösung
 Video und Audio bleiben im Haus
 Team Meetings, Conf Calls etc.

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 35

Aufbau Hosted

H.239 Data WebEx

Webex Data
Audio/Video

Enterprise Remote

CUVC Remote

On Premise

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 36

Contact Center
Express 7.0 Update
und iPhone DEMO

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 37

Unified Contact Center Express 7.0

 Neue Features in 7.0

Built in Agent Email

Browser Based Contact Center Desktop

Presence Integration

Supervisor Desktop für IPhone

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 38

 Cisco Agent Desktop / Cisco Unified
Communicator Integration
Agent

Agent Supervisor
Expert

Cisco Unified Presence

Expert

Expert
A

Expert
Cisco Unified Communications

Agent
Supervisor
Agent

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 39

Cisco Agent Desktop
Presence Integration

Independent Presence  Sichtbarkeit und Erreichbarkeit

Window von Experten (SME) außerhalb
des CC
 Chat, Call Transfers,
Konferenzen etc. mit SMEs
 Administrative Kontrolle über
angezeigte Personen

Transfer / Conference
 Kombinierte Sicht für Agenten
 Einbindung von CUPC Clients
und MOC Clients

Deliver Call and

Enterprise Data

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 40

Cisco Agent Desktop - Agent E-Mail
 Eingebautes
Core Email Voice and E-Mail Contact List
Feature Set
 Anzeige und
Bearbeitung
direkt am Agent
Desktop
Sender’s Text
 Sichtbarkeit im
Supervisor Templates, Spelling, and
Desktop bzw. Attachments
Email Queue
Stand
Agents Response

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 41

Cisco Agent Desktop – Browser Edition
 Browser basierender
Desktop für Windows, Mac
OS und Linux
– Firefox undInternet Explorer

 Supported Core Agent

Desktop Feature Set
(Wrapup, Not Ready
Reason Codes etc.)
 HTTP Screenpop zur
Einbindung von CRM
Applikationen

© 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 42