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500-051 exam Dumps Source : Unified Communications Contact Center(R) Express Implementation
Test Code : 500-051
Test Name : Unified Communications Contact Center(R) Express Implementation
Vendor Name : Cisco
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Cisco Unified Communications Contact Center(R)
by means of: Dennis Hartmann
provider company takeaway: Cisco Unified Communications manager (CUCM) is the call routing and signaling element of the Cisco Unified Communications solution. This part of the chapter excerpt from the booklet imposing Cisco Unified Communications manager, half 1 will supply an overview of the new aspects, as smartly because the talents fundamental to install, configure and install a Cisco Unified Communications answer.
down load the .pdf of the chapter right here.
Cisco Unified Communications (UC) is an IP-based communications system integrating voice, video, records, and mobility products and applications. It enables greater helpful, comfortable communications and can transform the style by which we speak. UC represents a communications paradigm shift like that of the invention of the telegraph. UC removes the geographic limitations of constructive communications by using voice, video, and data integration. business will also be performed with a fluidity that progresses and evolves with you. assistance has been at our fingertips for a very long time, but UC makes it possible for the sharing of this suggestions to create talents and price.
Cisco UC is part of an integrated solution that comprises community infrastructure, safety, mobility, network management products, lifecycle functions, flexible deployment and outsourced management alternate options, conclusion-consumer and accomplice financing programs, and third-party communication applications.
Cisco UC can enormously change the bottom line of enterprise by using developing more effective communications devoid of losing the personal nature of a face-to-face conversation. more positive communication ends up in reduced time to market and nimble transformation of enterprise approaches via collaboration.
Cisco UC answer ComponentsThe Cisco UC method encompasses voice, video, and statistics site visitors inside a single network infrastructure. Cisco UC machine is in a position to managing all three site visitors varieties and interfacing with all necessities-primarily based network protocols.
Cisco IP Communications represents a brand new means of delivering UC functionality to business valued clientele. instead of offering a set of disjointed items with particular person unencumber dates, checking out methodology, and documentation, Cisco UC is a coordinated liberate of an integrated set of products that are demonstrated, documented, and supported as a equipment.
determine 1-1 illustrates the 4 normal layers of the Cisco UC voice infrastructure model and the components that make up the layers.
The components of the usual layers are as follows:
Infrastructure layer: The infrastructure incorporates routers, switches, and voice gateways. The infrastructure layer contains facts, voice, and video between all network gadgets and functions. this residue also gives high availability, administration, best of service (QoS), and community protection.
call control layer: The call control layer provides for call processing, gadget manage, and administration of the dial plan and features. call control can be supplied by a CUCM, CUCM specific, or CUCM company version (CMBE). This booklet focuses on the CUCM product, which is practically similar to the Cisco Unified CMBE. call processing is physically unbiased from the infrastructure layer. for example, a CUCM, Cisco Unified CMBE, or CUCM express in San Jose can system call handle for a tool bodily located in Chicago.
applications layer: purposes are independent from name-manage functions and the physical voice-processing infrastructure. functions, together with those listed right here, are integrated via IP, which makes it possible for the applications to dwell anywhere inside the community:
Voice mail, built-in messaging, and unified messaging functions are offered through Cisco harmony, Cisco unity categorical, or Cisco unity Connections products.
Contact centers of a considerable number of sizes can be constructed with Cisco Unified Contact middle and Cisco Unified Contact middle specific.
Cisco Unified MeetingPlace and MeetingPlace express are medium- to enormous-scale conferencing servers that help video integration. The MeetingPlace product integrates lecture-trend conferences with scalable collaboration and handle tools. Cisco Unified MeetingPlace specific is placed to the small to medium-sized organisations. MeetingPlace express is the successor of the Cisco convention Connection server.
Cisco Emergency Responder (ER) enhances the latest emergency performance offered by CUCM. Cisco ER gives physical area updates for mobile instruments to guarantee that emergency calls to the public protection answering factor (PSAP) are competently routed to the PSAP in can charge of emergency requires that web site. Cisco ER identifies the caller region and maps all calls from that physical region to an emergency line identification number (ELIN) by using general computerized number identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response vicinity (ERL). Deploying this skill helps make sure more helpful compliance with felony or regulatory duties, thereby reducing the life and liability risks related to emergency calls.
The Cisco Unified Presence server collects information about the availability and communications capabilities of a user and offers this suggestions to watchers of the user as a status indication. The status assistance includes the user's communications device availability. for instance, the consumer might be obtainable by the use of cell, video, net collaboration, or videoconferencing.
average protocol interfaces, together with Telephony utility Programming Interface (TAPI), Java Telephony software Programming Interface (JTAPI), basic Object access Protocol (soap), Q.SIG, H.323, Media Gateway manage Protocol (MGCP), and Session Initiation Protocol (SIP) are available to aid third-party functions.
Endpoints layer: The endpoints layer brings purposes to the person, no matter if the end device is a Cisco IP telephone, a laptop using a application-based telephone, or a communications client or video terminal. Cisco UC provides multiprotocol assist for Skinny customer manage Protocol (SCCP), H.323, MGCP, and SIP.
Cisco UC community
The Cisco UC gadget grants entirely integrated communications, converging voice, video, and records over a single network infrastructure using standards-based mostly protocols. The Cisco UC gadget promises unparalleled performance and capabilities to address latest and emerging communications needs in the enterprise ambiance, as illustrated via the network topology in figure 1-2.
The Cisco UC product suite is designed to optimize functionality, in the reduction of configuration and preservation necessities, and supply interoperability with a whole lot of other purposes. It offers this capacity while conserving excessive availability, QoS, and safety.
The Cisco UC equipment integrates here predominant communications applied sciences:
IP telephony: IP telephony refers to technology that transmits voice communications over a network using IP specifications. Cisco UC includes a wide selection of hardware and application items such as name-processing brokers, IP phones, voice-messaging systems, video gadgets, conferencing, and many other functions.
consumer contact center: Cisco Unified Contact core items are a combination of approach and structure to revolutionize name middle environments. Cisco Unified Contact middle promotes effective and advantageous consumer communications across significant networks via enabling companies to draw from a broader latitude of substances to service purchasers. These elements consist of entry to a large pool of agents and numerous channels of communication and consumer self-help tools.
Video telephony: The Cisco Unified Video knowledge items permit precise-time video communications and collaboration using the identical IP community and get in touch with-processing agent as Cisco UC. Cisco Unified Video capabilities does not require special end-user practising. Video calling with Cisco Unified Video capabilities is as easy as dialing a cell quantity.
wealthy-media conferencing: Cisco Unified MeetingPlace creates a virtual meeting ambiance with an built-in set of IP-based tools for voice, video, and web conferencing.
Third-celebration applications: Cisco works with leading-facet organizations to deliver the broadest selection of creative third-birthday party IP communications applications and products concentrated on essential enterprise wants akin to messaging, consumer care, and staff optimization.
CUCM FunctionsCUCM extends commercial enterprise telephony facets and features to packet telephony network devices. These packet telephony community devices include Cisco IP phones, mediaprocessing contraptions, VoIP gateways, and multimedia functions. extra data, voice, and video capabilities, corresponding to converged messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response methods, engage with the IP telephony answer during the CUCM utility programming interface (API).
CUCM provides these features:
call processing: call processing refers back to the complete process of originating, routing, and terminating calls, together with any billing and statistical collection approaches.
Signaling and machine handle: CUCM sets up the entire signaling connections between name endpoints and directs gadgets comparable to telephones, gateways, and convention bridges to establish and tear down streaming connections. Signaling is also known as call handle and call setup/call teardown.
Dial plan administration: The dial plan is a collection of configurable lists that CUCM makes use of to perform name routing. CUCM is accountable for digit evaluation of all calls. CUCM permits users to create scalable dial plans.
mobile feature administration: CUCM extends functions comparable to grasp, switch, forward, convention, velocity dial, redial, name park, and many different features to IP phones and gateways.
directory services: CUCM makes use of its own database to save consumer information. person authentication is carried out in the neighborhood or against an external directory. directory synchronization makes it possible for for centralized user administration. listing synchronization makes it possible for CUCM to leverage clients already configured in a company-huge directory. Microsoft active listing (2000 and 2003), Netscape four.x, iPlanet 5.1, and solar ONE 5.2 directory integrations are supported. The native CUCM database is a light-weight listing entry Protocol (LDAP)-compliant database (LDAPv3) component in the IBM Informix Database Server (IDS).
Programming interface to exterior applications: CUCM gives a programming interface to exterior functions akin to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco personal Assistant, Cisco Unified own Communicator, and CUCM Attendant Console.
Backup and fix tools: CUCM offers a catastrophe recovery device (DRS) to lower back up and restore the CUCM configuration database. The DRS equipment additionally backs up call details records (CDR), name management facts (CMR), and the CDR evaluation and Reporting (automobile) database.
figure 1-three shows IP telephones that logically register with one of the CUCMs in the cluster. diverse CUCM servers share one database, and the cellphone keeps an active connection to each the simple and backup CUCM server. The figure suggests the mobile's logical TCP/ IP connections to the basic server.
CUCM Signaling and Media Paths
CUCM makes use of SIP or SCCP to talk with Cisco IP phones for name setup and teardown and for supplementary carrier tasks. After a call has been install, media trade happens at once between the Cisco IP telephones across the IP network, the use of the actual-Time Transport Protocol (RTP) to elevate the audio. CUCM is not concerned in a call after the name has been deploy. If the CUCM server were unplugged right through the length of the name, users would not observe until they attempted to use a function on the phone. CUCM is involved most effective in name setup, teardown, and features. If the CUCM server that set up the name had been down right through a dialog, end users would see a message indicating "CM Down, features Disabled" on the liquid crystal display screen of the IP cellphone.
example: primary IP Telephony call
determine 1-four illustrates a consumer at cellphone A inserting a call to mobile B. at the beginning of a call, a user at IP telephone A picks up the handset, and a message is shipped to CUCM letting CUCM comprehend that the equipment has long gone off-hook. CUCM responds to this stimulus by means of replying with a message that tells the device to play the dial tone file it truly is saved in the flash reminiscence of the telephone. The person at telephone A hears the dial tone and starts dialing the telephone number of mobile B. SCCP telephones send their digits to CUCM as they are pressed (digit by way of digit), whereas SIP phones ship their dialed digits in a single message (enbloc signaling) by using default. SIP phones have options that permit them to behave in a similar fashion to SCCP telephones (Keypad Markup Language [KPML] and dial rules). CUCM performs digit evaluation in opposition t the dialed digits. If a match is found, CUCM routes the call per its configuration. If CUCM does not discover a match, a reorder tone is distributed to the calling celebration.
CUCM alerts the calling celebration to initiate ringback, so the user at mobile A will hear the ringback tone. CUCM also indicators the name to the vacation spot phone, which plays the ringdown tone. more information is supplied to the phones to indicate the calling and called birthday party name and quantity. (telephone A will display the destination device name and number, and call B will demonstrate the calling celebration name and quantity.)
When the consumer at cell B accepts the name, CUCM sends a message to the gadgets permitting them to know the IPv4 socket (IPv4 address and port number) counsel in which they should communicate in the course of the call. The RTP media path opens at once between the two phones.
The Cisco IP telephones require no additional conversation with CUCM except either telephone invokes a feature, equivalent to call switch, name conferencing, or call termination.
enforcing Cisco Unified Communications manager, part 1 Cisco Unified Communications manager structure Introduction CUCM Overview CUCM Hardware, software, and Clustering CUCM Licensing abstract CUCM review Quiz
Reproduced from the booklet implementing Cisco Unified Communications supervisor, part 1. Copyright 2008, Cisco methods, Inc.. Reproduced by means of permission of Pearson schooling, Inc., 800 East 96th highway, Indianapolis, IN 46240.
Over eighty% of people use textual content messaging for business — in comparison to the decent old days of sending a letter by using provider pigeon, we've come a protracted method. but are we in fact being as constructive as feasible with our enterprise communications?
Communications infrastructure has primarily been deployed with the aid of the specific business for his or her employees. With the upward push of the cloud, this has all started to trade, and be more competitively priced and comfy for firms. study on to learn what unified communications is and no matter if or now not your company is imposing it within the most a good idea manner.
First off, What are Unified Communications?
Unified Communications (UC) is true-time and non-real-time communications supposed to optimize company strategies and enhance person productiveness. UC is the combination of commercial enterprise-degree, actual-time communications like chat, voice, audio and video conferencing, with commercial enterprise-stage, non-actual time communications like unified messaging. It will also be applied in a number of approaches, including on-premise, hosted, and in the cloud.
Unified Communications as a provider (UCaaS) is when UC are applied in the cloud. This presents several benefits to businesses that are looking to lower upfront fees, raise safety, and keep up-to-date on the latest and highest quality tendencies in UC.
What are Some benefits of Unified Communications as a carrier?
UCaaS is advantageous to companies for a few explanations, no longer the least of which being involving capital expenses.
transferring to the operating can charge mannequin: by switching to UCaaS, you shift from a capital investment model to an operating can charge model. This skill that firms would not have the sizeable upfront charges that you simply come to are expecting from on-premise solutions.
Fewer personnel: through switching to UCaaS, you'll no longer want as many IT staff. as an alternative, the service suppliers are chargeable for ensuring they have got probably the most technically expert and up to date IT group of workers to meet your necessities.
simply increase or lessen Your Load: by way of switching to uCaaS, that you may exchange your usage necessities as you need. This differs significantly from on-premise models, the place you need to predict your operating requirements and live ahead. This leaves loads of possibility for being over-skill.
What are Some Cons to Unified Communications as a carrier?
UCaaS is once in a while seen as the bad guy through businesses which are in particular concerned with customization and safety. Is there validity to this?
Customization: in case your business desires a big amount of customization, on-premise may be the suitable answer for you. On-premise communications structures can give you precisely how tons customization you want, because you rent the IT personnel that manages it at once. however, this comes with greater working fees, as you have to pay for extra personnel and for employees to keep up-to-date and technically savvy.
protection: Some companies are cautious to put their statistics in the cloud for security applications, but here's mostly a false impression. If the rest, service providers give a customarily more at ease vicinity for UC, as they provide redundancy of information. Many additionally highlight the significance of protection by way of hiring correct IT team of workers and guidance safety experts.
What are Some Examples of UCaaS?
The leading UCaaS suppliers consist of a number of powerhouses like Cisco, Vonage, and RingCentral.
Cisco WebEx groups
West Unified Communications functions
moreover these, we also accept as true with business leaders like Slack and Skype for enterprise. although these aren't regarded unified communications via some, we choose to cast our imaginative and prescient a whole lot higher. organizations like Gartner hang unified communications to a strict definition including:
present a UC answer that unifies all areas defined through Gartner’s UC mannequin.
The ability to offer customers for varied environments.
The means to combine with different conversation applications like contact facilities and collaboration functions.
Have a major market presence in as a minimum three areas of UC.
present their features in assorted regions, together with APAC, North the us, and Europe.
give evidence of earnings and income.
supply proof of on-premises commercial enterprise UC capabilities.
Slack, Skype for company, and others meet the vast majority of this standards, outside of presenting an on-premise solution. With a community that is basically moving far from on-premise, we believe that this should still no longer be a marked indicator of a UC product. Many businesses use Slack and Skype for business for their group communications. They should still be blanketed as major avid gamers within the area.
Digitization, place of work transformation, funding insurance policy. These are all proper-of-intellect topics that come up in my conversations. many of you are presently evaluating your collaboration ideas and thinking about a way to evolve your unified communications solutions.
There’s no doubt that the UC market is dynamic and quickly-paced. products and supplier solutions evolve consistently, as do consumer requirements and the very nature of work. Analysts can supply impartial product evaluations to support you make the appropriate decisions on your company.
Gartner’s Magic Quadrant studies supply a wide-angle view of the relative positions of a market’s opponents. the placement of the Magic Quadrant “dots” is in line with each companies’ capability to execute and completeness of vision. Gartner divides UC into six vast communications product areas:
Presence and IM
conversation-enabled business methods
Gartner analysts evaluated many components throughout both execution and completeness of imaginative and prescient for each and every seller. as an instance within the capacity to execute category, “Gartner analysts evaluate UC product suppliers according to the nice, efficacy and general maturity of the products, techniques, equipment and procedures that enhance particular person, group and business communications.” optimum weighted criteria during this class are “product or service” and “typical viability.” in the completeness of imaginative and prescient category, “Gartner analysts consider UC product providers and their skill to convincingly articulate logical statements about existing and future market instructions, innovations, client wants and aggressive forces, and how neatly these map to Gartner’s ordinary evaluation of the market.” optimum weighted criteria in this class are “market strategy” and “vertical/industry approach.”
It’s an extensive system. We’re comfortable that Gartner has positioned Cisco as a frontrunner in its 2017 Gartner Magic Quadrant for Unified Communications in accordance with “completeness of imaginative and prescient” and “potential to execute” for the closing 10 years.
We proceed to expand and integrate our UC and collaboration portfolio to serve corporations of all sizes. Our purpose: offer bendy deployment alternate options and simplify platform selections to serve your enterprise these days and as it evolves. a necessary a part of it is enabling constant and straightforward-to-use collaboration experiences that assist your groups with no trouble work and be more productive anywhere. in keeping with person feedback and assessments like Gartner’s, we agree with this strategy is working.
Gartner additionally scored Cisco highly in its companion record, crucial Capabilities for Unified Communications 2017. in keeping with Gartner “this research is meant to support organizations outline their necessities and select particular products that suit their wants from the carriers covered in the ‘Magic Quadrant for Unified Communications.’’’
Cisco completed the highest scores across all five essential capabilities use circumstances:
Full UC with robust telephony
Full UC with amazing collaboration
Full UC for midsize agencies
capability to present hybrid options
Integration with contact core solutions
We believe, the record constitution allows you to center of attention on these uses instances which are most strategic on your company. Combining the perspectives from both Gartner experiences offers you a powerful view each of the enterprise and technical capabilities of UC vendors, as well as an contrast of future direction.
attempting to find greater perception? find these and more analyst opinions of collaboration options, including contact middle and net conferencing.
supply: Gartner, Magic Quadrant for Unified Communications, Steve Blood, Megan Marek Fernandez, Mike Fasciani, Rafael A Benitez, 19 July 2017. This graphic became published by means of Gartner, Inc. as part of a bigger research doc and should be evaluated within the context of the whole document. The Gartner doc is obtainable upon request from Cisco.
supply: Gartner, vital Capabilities for Unified Communications, Mike Fasciani, Megan Marek Fernandez, Steve Blood, Rafael A Benitez, 19 July 2017.
Gartner does not endorse any seller, product or provider depicted in its research publications, and does not recommend know-how users to opt for best these vendors with the highest rankings or different designation. Gartner research publications include the opinions of Gartner’s analysis firm and may now not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with recognize to this research, including any warranties of merchantability or health for a particular intention.
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Unified Communications Contact Center(R) Express Implementation
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March 16, 2013
Ah, unified communications—an essential element for any company looking to keep its competitive edge and remain profitable for the long term. Not only does this system encompass such capabilities as instant messaging, audio/ video conferencing, VoIP and faxing, but it can significantly lower expenses a firm sees almost immediately.
This week in the space, NextiraOne was selected by B. Braun Medical Ltd in order to gain access to its unified communications solution across B. Braun’s four sites in the U.K. The alliance was formed with the hopes of gaining access to the company’s robust IP telephony solution that will enable employees to conduct calls directly from their computers, as well as its contact center solution.
B. Braun Medical Ltd is a large healthcare organization that was desperately in search of an intuitive platform that would raise the bar on communication and collaboration alike within its various healthcare facilities. After closely analyzing various suites, it decided to leverage NextiraOne since it uses Cisco virtual servers at each site. It will also be implementing the Cisco Unified Communications Manager, Unity Connection Voice Messaging, and Unified Contact Center Express.
“NextiraOne has the expertise not only in delivering unified communications and contact center solutions, but also in implementing communications solutions in the Healthcare sector,” said Chris Edwards, IT Manager for B. Braun Medical, in a statement. “We chose them for their expertise in both respects and we are very impressed with their expertise and their experience of the environment in which we operate.”
In other news, UC specialist Teo recently outlined in a blog post findings from UC Strategies that highlight “many companies might be taking an inefficient approach to communications, specifically regarding the comprehension and cohesion of strategies. While implementation of the various technologies is a crucial component of efficiency, the overall management and strategies surrounding internal communications need to be streamlined for an optimal environment.”
So how can you ensure that you are seeing the best results possible from this intuitive platform? First, make sure that all employees are aware and understand how to use all of its key functions to improve customer interactions in addition to efficiency. A lot of features are great but if no one comprehends how to use them, what is the point?
Next, implement a very structured strategy that enables global workforces to remain on the same page and leverage important tools including VoIP, audio/ video conferencing, instant messaging, and intelligent presence from one dashboard.
Closing out the week, VidOvation, an innovative broadcast provider, made headlines with the news that is will be refocusing its energy into three new technologies: its IPTV and Video-over-IP systems that will be comprised within an open architecture; webcasting and video streaming technology that can deliver streaming and encoding over Wi-Fi, wired, or cellular networks on up to four cameras at a cost-effective price; and fiber optic transmission cables that can connect to SD/HD-SDI, broadband, or RF networks.
For all of the most vital breaking news in the industry, be sure to stay tuned to the unified communications community, exclusively on unified communications!
Telephony pros have plenty of VoIP monitoring tools for troubleshooting an IP phone with no dial tone. But when a multi-point, multi-vendor video conferencing call gets buggy, those tools are useless. Independent monitoring vendors aren't ready to fully support unified communications (UC), and many enterprise UC deployments are still too immature to need them. However, classic VoIP monitoring tools are slowly evolving to support unified communications management.
"Right now, companies are focusing on simply getting a lot of [UC] technologies to work together from a technical perspective," said Hyoun Park, research analyst at Aberdeen Group. "Once you get past that initial step, [attention to] the ongoing support issues and quality of [experience] -- and not simply the technical ability to connect all of these technologies together -- will follow."
We have to find out who needs what tools [because] these are tools, right? Not toys.
Mark ZuberTelecommunications Specialist, Kirkwood Community College
Investing in unified communications management tools would be premature for Mark Zuber, telecommunications specialist at Kirkwood Community College in Cedar Rapids, Iowa. He is focused on building and readying a converged network for voice, video and data. He doesn't expect to deploy new UC applications for at least a year after that project is complete and after careful evaluation of user needs.
"We haven't evolved our VoIP platform enough to really make [UC monitoring and management] a priority," Zuber said. "We have to find out who needs what tools [because] these are tools, right? Not toys."
Converged networks, interoperability pose UC management challenges
Before the emergence of converged networks, IP telephony pros usually depended on the proprietary monitoring and management tools their vendors sold with the equipment, Park said. Now those IT pros are managing messaging, presence and video conferencing platforms from multiple vendors, and they face a plethora of service quality requirements.
Visibility into UC applications and sessions has also been complicated by enterprises' continued push to converge corporate communications traffic onto the same network as corporate data and applications, Park said.
As their UC deployments mature, IT pros will need unified communications management tools to see the whole picture, he said. Beyond monitoring video conferencing appliances for uptime, they must also watch the traffic from server to client, analyze the mean opinion score (MOS) for sessions and understand what other network activity could be affecting video performance.
"Admittedly, presence and messaging are going to be much lower bandwidth [consumers]. They're not going to task the network," Park said. "But the ability to see all of the quality … in one source is going to be important, especially as the telecom manager [role] shifts into a communications or network data manager responsible for all of those technologies."
Enterprises should also look for unified communications management and monitoring tools that can work in a multi-vendor environment, especially enterprises that have inherited complex UC environments through mergers and acquisitions, Park said. But this is where many monitoring and management vendors fail to deliver, he said.
"We talk about interoperability a lot in UC, but we don't often talk about how important that is from an infrastructure monitoring and quality of [experience] monitoring perspective," Park said. "The work there is still very embryonic, and … that dialogue isn't really going on."
Unified communications management still a work in progress for vendors
Longtime VoIP monitoring and management vendor Clarus Systems recently updated its ClarusIPC Plus+ software to support Cisco Systems' Unity Connection, Unified Presence and Contact Center Express servers. The update, v. 4, also supports the latest version of Cisco Unified Communications Manager (CUCM), v. 8.5.
Monitoring and management for video applications are absent from the update -- a point not lost on John McCaffrey, Clarus' vice president of sales and marketing. Clarus is working on adding support for telepresence.
"You don't want your 10 senior executives sitting around at the beginning of a telepresence session waiting for the technician to get there to figure out why [the system] is not working," McCaffrey said. "What you want … is a test system that can simulate that call an hour beforehand and make sure everything's working."
Empirix Inc., a VoIP service quality assurance vendor, has spent about a year on its "UC assurance" strategy. The company is incorporating the video and mobile UC monitoring capabilities it gained with its acquisition of Mutina Technology last year, according to Bob Hockman, director of product marketing.
Unified communications management and monitoring products also need to support social media -- especially in contact centers -- and develop more advanced metrics beyond MOS, Hockman said. Empirix will announce its first product from its "UC assurance" project in the "next month or so," but he declined to offer details.
"The traditional methods of validation no longer work in UC," Hockman said. "You can no longer test and monitor in the same way. It's got to be very comprehensive and it's got to come from the [user] experience."
WildPackets Inc., a network and application performance monitoring vendor, can support video conferencing and telepresence monitoring on its OmniPeek platform, but enterprises aren't buying into it yet, according to Jay Botelho, director of product management at WildPackets. IT organizations, particularly at universities, seem more interested in monitoring tools for streaming Internet protocol television (IPTV).
"We're asked a lot about it, and while there are some customer deployments we have where people are actively monitoring telepresence, it seems like there's a lot more talk about it than actual deployments," Botelho said. "We're trying to get ready [for more demand]."
Let us know what you think about the story; email: Jessica Scarpati, News Writer.
April 6, 2007
At first glance, it might have seemed that the legacy communications system in place at Oce USA, a large provider of digital and document management technology and services, was just fine. The existing PBX (private branch exchange) was working satisfactorily, internal IT staff knew the system well, and the vendor provided good support. But a management change prompted a close assessment of the company's communication system, and results of that assessment indicated that all was not as well as it appeared to be: the leased network switch was expensive, and the vendor for the leased frame equipment was threatening to stop supporting the product.
"After conducting some research, it became very clear to me that we would soon be spending a lot of money to keep the current system going," says Bill Alden, Vice President of Implementations at Oce USA. "It was also clear that IP telephony is the future and would save us a lot of money." But moving the company to IP telephony would be no small undertaking. The system would need to reach out to 72 locations, including three major offices in Chicago, New York, and Boca Raton, Florida, and mean the eventual deployment of up to 3500 IP phones.
To manage the design and deployment of a project of this size and scope, Alden looked for a company that had the technical expertise and knowledge for a successful implementation, as well as the strong vendor relationship necessary to procure the equipment at a competitive price. Alden chose Netmedic, a Cisco® Premier Certified Partner that focuses solely on the design and implementation of IP telephony solutions. Netmedic has designed, developed, installed, and continues to support customer installations ranging from 150 up to 5000+ IP phones in a single location as well as customers with 90 or more dispersed locations.
The fact that Netmedic had a strong partnership with Cisco was also critical. Alden analyzed solutions by Avaya, Nortel, and Cisco, and decided Cisco had the strongest offering.
"The hardware costs were pretty close among the three contenders," he says. "But when I looked at the findings by major industry research firms, there was no question as to what company is the leader in IP: it is Cisco." As a matter of fact, a couple of European Oce offices had already deployed IP, and one put in Cisco and the other chose a competing vendor. In Alden's opinion, the office with the competing vendor's equipment had more hardware and knowledge problems.
Netmedic and Cisco worked together with Alden to deliver an excellent discount and post-deployment support.
"Bill realized that IP telephony is about much more than dollar savings—it could deliver powerful features beyond the scope of traditional telephony and actually improve business communications and business processes," says Ted Lemmy, President of Netmedic. "Cisco Unified Communications would not just provide dial tone, it would support remote employees, provide the ability to build directories for their world wide organization, and allow transparent interfacing with other offices."
To start the project, Netmedic employed its philosophy of fully studying and analyzing a customer's business and communications needs in order to recommend and deploy the right unified communications solution.
"We do not just drag a bunch of equipment in the door," says Lemmy. "We invest the time to develop that business case, so we get the solution right the first time, and that means spending time upfront to develop a communication strategy." This meant months of analyzing Oce USA's current network structure and status, and learning where the areas of need are. The Netmedic team identified specific location requirements and the type of central administration that was involved. All of these different pieces were analyzed to come up with the very best solution to support Oce USA's operations. A rollout schedule was designed based upon how quickly Oce USA wanted to invest in Cisco Unified Communications implementation. Since return on investment (ROI) and dollar savings were so important to Oce USA, the faster that the company spent money on Cisco Unified Communications implementations, the faster it would save money.
"As the project moved forward, it was meeting all expectations, so it really picked up momentum," says Lemmy. "The ROI that we projected was proving itself, so the company pushed for faster implementation."
The overall solution included Cisco Unified Communications with Cisco Unified CallManager call-processing software, unified messaging with Cisco Unity®, and more than 3500 Cisco Unified IP Phones 7900G series. Cisco Unified CallManager and Cisco Unified Contact Center Express would be deployed at the company's 18 call centers, which handle orders and customer service inquiries. These range in size from large to very small with just a few employees.
The actual deployment was planned as carefully as the initial business case. Every Oce USA site had to be planned from an overall high level down to the floor and desk level, so when it was time to deploy at any building, everyone knew exactly what the site required.
"The level planning done by Netmedics was very key to our successful rollout," says Alden. "At one point we were deploying four locations a week, and you cannot accomplish that without careful planning. Every detail was planned out from swapping out the network to swapping out individual phones." In twelve weeks, Netmedics and Alden's team switched its network and changed to Cisco Unified Communications at 70 Oce USA sites.
Alden is currently analyzing exact savings being realized, but he estimates a savings of more than US$880,000 annually and expects to realize a savings of more than one million dollars a year when 100 percent of the sites are deployed. He credits the 'beyond traditional telephony' benefits of Cisco Unified Communications with improving business processes while saving money. Traveling employees are no longer tied to their desk phone; they can get voicemails and e-mails while they are on the road. The U.S. offices can now interface more easily with the Oce European offices. Paper phone lists, which went out of date quickly, are a thing of the past—directory lists are on the phone display. Employees scroll to the person whom they need to call, and dials their number. Oce employees are versatile and change locations, and now that is as easy as carrying their phone with them and plugging it in. And the phone system is aligned with the payroll department, so when an employee leaves the company or a new employee is added, their directory listing is automatically updated.
"I have seen a lot of IT projects come and go, and have worked with a lot of outside vendors, both big and small," says Alden. "The way that Netmedic that planned and conducted this project was absolutely excellent. As an equipment provider and in their knowledge of the technology and deployment planning, they did a marvelous job for us."
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