Managing Cisco Unified Communications Reducing costs and improving resilience Mahal Mohan Director, Cisco Systems VoiceCon March 2006 Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 1 Managing Cisco Unified Communications • With the benefits of Cisco’s broad range of IP communications products and services, effective management become key… Cisco Unified CallManager Cisco Unified CallManager Express Cisco Unity Cisco Unity Express Cisco Unified Contact Center Cisco Unified Contact Center Express Cisco Unified MeetingPlace Cisco Unified IP Phones Infrastructure (gateways, gatekeepers, routers, switches) Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 2 Managing Cisco Unified Communications IPC Applications Managing the broad spectrum of Cisco Unified Communications products and features requires a new generation of management and support solutions Cisco Unified Contact Center Cisco Unified Contact Center Express IPC ‘Intelligence’ Cisco Unified CallManager Cisco Unified MeetingPlace Cisco Unity Cisco Unified CallManager Express Cisco Unified Meeting Place Cisco Unity Express IP Fabric Routers Switches Gateways/Gatekeepers Trunking Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. Operations Manager V Service Monitor 3 Cisco Unified Operations Manager and Unified Service Monitor Manager of Managers Operations Manager Software on Win 2003 • Real-time view of IPC solution • Alerting and diagnostics • Phone inventory reporting Service Monitor Operations Manager Software Service Monitor Software + Cisco 1040 Sensors • Real-time voice quality alerting Service Monitor Software • MOS scores and details • Archival of historical call quality Cisco 1040 Sensors Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 4 Cisco Unified Service Monitor Two-component Solution that Monitors, Evaluates and Reports Voice Quality for Actual Calls • Real-time monitoring of voice quality for actual calls • R-factor MOS for every 60 second interval • Built-in system-level availability and redundancy • Easily installs and configures itself just like a Cisco IP phone • Uses switch SPAN port Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. • Real-time alerting with details • Analysis and archival-based on MOS thresholds • Integrates with OM or Manager of Managers 5 Cisco Unified Service Monitor • FCC Class B certified for desktop or wiring closet deployment • PoE (IEEE 802.3af) • Uses ITU G.107 R-factor to calculate MOS score for active calls Can send SNMP traps to Manager of Managers Cisco 1040 Sensor Monitors call’s RTP streams Cisco 1040 Session Number 11911_11_2005 Service Monitor Cisco 1040 sends MOS scores for active calls Service Monitor stores and evaluates MOS values and sends SNMP traps when threshold is crossed © 2005 Cisco Systems, Inc. All rights reserved. Operations Manager presents alert information and diagnostic options 6 Cisco Unified Operations Manager • Actionable, service level View of IP Communications implementation Enterprise-wide logical and physical view of IPC components Correlation of device and IPC application fault status to endpoint and service availability Service Impact Reports Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 7 Cisco Unified Operations Manager • • • • Real-time alerting on IPC components and IP infrastructure Real-time service quality (voice quality) alerts and details Phone and device inventory reports (SCCP and SIP): phone status, phone tracking Context-based launching of other CiscoWorks tools • Support for Cisco Unified CallManager (5.0/4.2/4.x/3.x), Cisco Unity, Cisco Unity Connection, Cisco Unified CallManager Express, Cisco Unity Express, Cisco Unified MeetingPlace Express Cisco Unified Contact Center, Cisco Unified Contact Center Express, GW, Routers, Switches, Cisco Unified IP Phones and Applications (CCC, CER, PA,…) Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 8 Cisco Unified Operations Manager • Integrated diagnostics linked to monitoring and proactive testing Replicate end user activities (SCCP and SIP) End to End Call (Signaling and RTP) Phone Registration Dial-tone Message Waiting Indicator Conference Emergency Call Replicate voice traffic (IP SLA/SAA based) Quality/Latency/Jitter/packet loss RTP traffic streams Gateway registration End - End testing (signaling + data path) Node - Node testing (IP SLA) PSTN V Session Number 11911_11_2005 V WAN © 2005 Cisco Systems, Inc. All rights reserved. 9 Cisco Unified Operations Manager for MSP Environments • Flexible deployment options 1 Cisco Unified Operations Manager = Many customers/clusters OR 1 Cisco Unified Operations Manager = 1 Customer (w/ many clusters) Support for cold-standby deployment model • Administrator can create custom ‘views’ to correspond to different customer networks • Users can be assigned to these views * • Can enable the customer to get a ‘limited view’ of their own deployment * Will need integration with Cisco Secure Access Control Server Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 10 Cisco Unified Operations Manager UI for MSP/Customers Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 11 Cisco Unified Operations Manager UI for MSP/Customers Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 12 Cisco Unified Operations Manager — Packaging and Pricing • Flexible licensing options Start small, grow with IPC deployment Licensed based on number of phones monitored Licensed in increments of 1K / 5K phones, in-line upgrade • OM and SM can be bought as bundle or standalone CiscoWorks IPC Mgmt Bundle : $24K list CiscoWorks IPC Enterprise Mgmt Bundle : $55K list • Sample list prices Operations Manager—1K phones : $15K Operations Manager—2K phones : $25K …… Operations Manager—30K phones : $150K Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 13 IPC SM Service Quality Alerts on IPC Operations Manager Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 14 Service Quality Alerts on Cisco Unified Operations Manager Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 15 Service Quality Alerts on Cisco Unified Operations Manager Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 16 Cisco Unified Service Monitor — Packaging and Pricing • Flexible ordering options 6 Pack IPCSM bundle : $18K list (IPCSM, 6 Cisco 1040 sensors) 2 Pack Cisco 1040 sensors : $4K list IPCSM software : $9K list • OM and IPC SM can be bought as bundle or standalone products CiscoWorks IPC Mid Mgmt Bundle : $24K list CiscoWorks IPC Enterprise Mgmt Bundle : $55K list Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 17 Small and Medium Enterprise Deployments Cisco 1040 Cisco Unified CallManager Cluster Cisco Unity Operations Manager + Service Monitor PSTN Cisco 1040 SRST IP WAN Campus Branch Office1 Ordering Options • Cisco Unified Communications Management – Mid Market Bundle • Cisco Unified Operations Manager + 6 pack Service Monitor bundle Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 18 Large Enterprise Deployments Cisco Unified CallManager Cluster Cisco Unity Cisco 1040 Operations Manager PSTN Service Monitor Cisco Unified CallManager Express, Cisco Unity Express Cisco 1040 IP WAN Branch Office1 Campus • Cisco Unified Communications Management – Enterprise Market Bundle • Cisco Unified Operations Manager (with appropriately sized license) + 6 pack Service Monitor bundle Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. Cisco 1040 SRST Branch Office2 19 Customer Feedback “I can find out the status of any phone in the company in about a minute simply by entering its extension.” “Previously, identifying the nature of a voice quality problem often took a full day. With Cisco Unified Operations Manager and Cisco Unified Service Monitor I can often identify and resolve the problem in just half an hour.” Mike DeDecker Warner Pacific Insurance Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 20 Q and A Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 21 Session Number 11911_11_2005 © 2005 Cisco Systems, Inc. All rights reserved. 22