this document is cisco confidential. for channel partner ...€¦ · elevator pitch cisco® unified...
TRANSCRIPT
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This document is Cisco Confidential. For Channel Partner use only. Not for distribution.
i
Cisco Unified Communications Portfolio
Elevator Pitch ..............................................................2
Solution Selling Trigger Questions..........2
Cisco Unified Communications Managerand IP Phones
Elevator Pitch ..............................................................4
Benefits............................................................................4
Trigger Questions ...................................................4
Cisco Unified IP Endpoints.............................5
Where It Fits .................................................................6
Cisco Unified Communications ManagerExpress and Unity Express
Elevator Pitch ..............................................................8
Benefits............................................................................8
Trigger Questions ...................................................8
Where It Fits .................................................................9
Cisco Unified SRST
Elevator Pitch...........................................................12
Benefits.........................................................................12
Trigger Questions ................................................12
Where It Fits..............................................................13
Cisco Unified Communications 500Series for Small Business
Elevator Pitch...........................................................16
Benefits.........................................................................16
Trigger Questions ................................................16
Where It Fits..............................................................17
Cisco Unified Presence
Elevator Pitch...........................................................20
Benefits.........................................................................20
Trigger Questions ................................................20
Where It Fits..............................................................21
Cisco Unified Personal Communicator
Elevator Pitch...........................................................24
Benefits.........................................................................24
Trigger Questions ................................................24
Where It Fits..............................................................25
Cisco IP Communicator
Elevator Pitch...........................................................28
Benefits.........................................................................28
Trigger Questions ................................................28
Where It Fits..............................................................29
Cisco Unified Video Advantage
Elevator Pitch...........................................................32
Benefits.........................................................................32
Trigger Questions ................................................32
Where It Fits..............................................................33
Cisco Unity Connection
Elevator Pitch...........................................................36
Benefits.........................................................................36
Trigger Questions ................................................36
Where It Fits..............................................................37
Cisco Unity Messaging
Elevator Pitch...........................................................40
Benefits.........................................................................40
Trigger Questions ................................................40
Where It Fits..............................................................41
Cisco Unified MeetingPlace
Elevator Pitch...........................................................44
Benefits.........................................................................44
Trigger Questions ................................................44
Where It Fits..............................................................45
Table of Contents
Cisco Unified MeetingPlace Expressand Cisco Unified MeetingPlaceExpress VT
Elevator Pitch...........................................................48
Benefits.........................................................................48
Trigger Questions ................................................48
Where It Fits..............................................................49
Cisco Unified Videoconferencing
Elevator Pitch...........................................................52
Benefits.........................................................................52
Trigger Questions ................................................52
Where It Fits..............................................................53
Cisco Unified Mobility
Elevator Pitch...........................................................56
Benefits.........................................................................56
Trigger Questions ................................................56
Where It Fits..............................................................57
Cisco Unified Application Environment
Elevator Pitch...........................................................60
Benefits.........................................................................60
Trigger Questions ................................................60
Where It Fits..............................................................61
Cisco Unified CallConnector Mobility
Elevator Pitch...........................................................64
Benefits.........................................................................64
Trigger Questions ................................................64
Where It Fits..............................................................65
Cisco Unified CallConnector forMicrosoft Office
Elevator Pitch...........................................................68
Benefits.........................................................................68
Trigger Questions ................................................68
Where It Fits..............................................................69
Cisco Unified CallConnector forMicrosoft Dynamics CRM
Elevator Pitch...........................................................72
Benefits.........................................................................72
Trigger Questions ................................................73
Cisco Unified CallConnector forSalesforce.com
Elevator Pitch...........................................................76
Benefits.........................................................................76
Trigger Questions ................................................76
Cisco Unified Contact Center Express
Elevator Pitch...........................................................78
Benefits.........................................................................78
Trigger Questions ................................................79
Cisco Unified Contact CenterEnterprise
Elevator Pitch...........................................................82
Benefits.........................................................................82
Trigger Questions ................................................82
Where It Fits..............................................................83
Cisco UnifiedCommunicationsPortfolio
Elevator Pitch
Cisco® Unified Communications delivers more effective business communications by
eliminating complexity and allowing customers, partners, and colleagues to reach the
right resource at the right time.
Cisco Unified Communications enables rich and varied ways of sharing information
that speeds decision-making and streamlines business processes. Cisco’s innovative
and collaborative systems approach to security, connectivity, and communications
enables customers to grow and optimize their business through an open but secure
platform.
Solution Selling Trigger Questions
• Do you have a communications strategy that improves operational efficiency,
increases employee productivity, and reduces costs using integrated voice, video,
and data?
• Do you know your communications expenses?
• Do you have a flexible communications strategy that allows for easy/seamless
changes in growth, mobility, and relocation?
• Does your communications strategy align with your networking strategy?
• Do you have a business continuance/disaster recovery strategy in order to ensure
reliability of your voice, video, and data communications?
• Does your existing networking infrastructure provide investment protection by sup-
porting your long-term communications strategy?
• Does your communications strategy incorporate your sales and customer relation-
ship management (CRM) applications?
• Is it important to improve customer service responsiveness?
2
Cisco UnifiedCommunicationsManager and IPPhones
Elevator Pitch
Cisco Unified Communications Manager uses the power of the network to deliver
voice and video communications for businesses as small as 100 users and as large as
30,000 users. Cisco Unified Communications Manager and the comprehensive portfo-
lio of Cisco Unified IP Phones provide secure, reliable, scalable communications using
a business’ LAN and WAN. Cisco Unified Communications Manager works on a global,
companywide basis, replacing site-based PBX systems.
With more than 10 million Cisco Unified IP Phones installed and more than 150 cus-
tomers deploying more than 5000 phones, Cisco is the experienced leader in net-
work-based voice and video communications.
Benefits
• Secure, resilient business communications use the power of the network
• Standards-based architecture enables business-specific applications
• Flexible deployment models provide the same capabilities for all users: remote,
branch, headquarters, and mobile employees
• Uses and protects existing Cisco infrastructure investment
• Scalable solution provides growth for business expansion and change
Trigger Questions
• Do you have a PBX that can extend across your entire organization, globally?
• Does your current PBX allow you to move, grow, and incorporate new sites?
• Does your current voice solution take advantage of your existing investment in a
Cisco networking infrastructure?
• Can your current voice solution be tailored to support your specific needs and busi-
ness applications to give you a competitive advantage?
• Do you have a security strategy for your business communications? Does your cur-
rent voice solution meet those needs?
• Does your current voice solution automatically re-route to a backup site in the event
of an emergency?
• Do you have mobile and remote workers who require the same business communi-
cations features as headquarters employees?
• Do you have a need to support business video communications in an easy-to-use,
cost-effective manner?
4
5
Cisco Unified IP Endpoints
Cisco has a variety of new endpoint products, from desk phones to video appliances
to mobility solutions.
Executive
• Cisco Unified IP Phone 7970G
• Cisco Unified IP Phone 7971G-GE
Manager
• Cisco Unified IP Phone 7960G
• Cisco Unified IP Phone 7961G
• Cisco Unified IP Phone 7961G-GE
Business
• Cisco Unified IP Phone 7940G
• Cisco Unified IP Phone 7941G
• Cisco Unified IP Phone 7941G-GE
Multibutton
• Cisco Unified IP Phone 7931G
Basic
• Cisco Unified IP Phone 7906G
• Cisco Unified IP Phone 7911G
Video
• Cisco Unified IP Phone 7985G
• Cisco Unified Video Advantage
• Cisco Unified Personal Communicator
Mobility
• Cisco IP Communicator
• Cisco Unified Wireless IP Phone 7921G
• Cisco Unified Mobile Communicator
Analog
• Cisco ATA 186 Analog Telephone Adapter
• Cisco VG248 Analog Phone Gateway
Cisco Unified Communications Manager and IP Phones
Where It Fits
Figure 1. Cisco Unified Communications Manager Architecture
6
Cisco Unified SRST—Redundant Call Processing
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco UnityExpress—Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
100-30,000 Stations
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco UnifiedCommunicationsManager Expressand Unity Express
Elevator Pitch
Cisco Unified Communications Manager Express is an integrated call-processing solu-
tion that allows small businesses and branch offices to quickly and cost-effectively
deploy a single-box communications system for voice, data, and security with a rich
set of IP telephony features for up to 240 users.
Cisco Unity® Express is a cost-effective solution that provides integrated voicemail
and automated attendant services specifically designed for small and medium-sized
branch office environments with up to 250 users.
For maximum investment protection, Cisco Unified Communications Manager Express
allows customers to migrate their licenses to Cisco Unified Survivable Remote Site
Telephony (SRST) licenses in a centralized Cisco Unified Communications Manager
environment at no extra charge.
Benefits
• Cost-effective, secure, all-in-one IP communications solution designed specifically
for the needs of small businesses and enterprise branch offices
• Uses and protects existing Cisco infrastructure and future IP communications invest-
ments with smooth upgrades and migration paths
• Increases business productivity and competitiveness while lowering total cost of
ownership
• Maximum configuration flexibility for single-site, multi-site and centralized deploy-
ments with Cisco Unity Express, Cisco Unified Communications Manager, Cisco
Unified Contact Center Express, Cisco Unified SRST, and/or Cisco Unity Connection
• Simple administration with intuitive graphical user interface (GUI)
• Elevates the level of professionalism, productivity, and customer service available to
small and medium-sized businesses
Trigger Questions
• Did you know that Cisco Unified Communications Manager Express with Cisco Unity
Express provides an affordable, innovative small PBX/key system replacement that
also delivers customizable productivity applications to improve business processes?
• Did you know that by converging your voice and data network with Cisco Unified
Communications Manager Express, Cisco Unity Express, and an integrated services
router you can reduce your total cost of ownership?
• Did you know that applications such as Cisco Unified Communications Manager
Express can help you migrate at your own pace to IP communications, based on
your business needs (not the technology demands)?
• Did you know that you can deliver Unified Messaging services to branch office
employees with Cisco Unified Communications Manager Express by integrating
with Cisco Unity?
8
9
Cisco Unified Communications Manager Express and Unity Express
• Did you know that Cisco Unified Communications Manager Express with Cisco Unity
Express is the only system that delivers integrated data, security services, DSP and
conferencing resources, and Power of Ethernet inside a single router for small and
medium-sized businesses?
Where It Fits
Figure 2. Cisco Unified Communications Manager Express and Cisco Unity ExpressArchitecture
Cisco Unified SRST—Redundant Call Processing
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco UnityExpress—Localized Call Processing
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
24-240 Stations
10
Cisco Unified SRST
Elevator Pitch
An industry first, Cisco Unified Survivable Remote Site Telephony (SRST) is an inte-
grated resiliency solution that delivers intelligent, redundant call processing services
to branch office employees in the event of a WAN failure or Cisco Unified
Communications Manager outage.
Cisco Unified SRST is an optional Cisco IOS® Software feature that is offered on a
wide range of Cisco routers, making it easy for customers to deploy, administer, and
maintain high-availability IP communications services for up to 720 users.
A core component of a Cisco Intelligent Information Network, Cisco Unified SRST
automatically detects a network failure, auto-configures the router, and maintains
resilient call processing services until WAN connectivity is restored; no manual inter-
vention or remote IT staff is required.
For maximum investment protection, Cisco Unified SRST uses existing multiservice
and integrated services routers. Furthermore, Cisco Unified Communications Manager
Express customers can migrate to Cisco Unified SRST licenses at no extra charge.
Benefits
• Intelligent, resilient IP communications solution designed specifically for small
offices and enterprise branch offices using a central Cisco Unified Communications
Manager system
• Ensures business productivity and uptime, even during a WAN failure or Cisco
Unified Communications Manager outage
• Uses and protects existing Cisco infrastructure investment
• Easy to deploy, administer, and maintain: no manual intervention is required
• Even during WAN failure, provides secure calls with authentication and encryption
for both signaling and media transmission
• Provides a cost-effective migration path for existing Cisco Unified Communications
Manager Express customers who are ready to grow into a larger Cisco Unified
Communications Manager deployment
Trigger Questions
• Did you know that you can minimize the business impact of a WAN failure by using
Cisco Unified SRST to provide redundant call processing in the branch?
• Did you know that Cisco Unified SRST is the industry’s most cost-effective, intelli-
gent solution for highly-available IP communications in branch locations?
• Did you know that Cisco Unified SRST is an integrated, optional feature available in
Cisco IOS Software?
• Did you know that Cisco Unified SRST allows branch IP phones to make secure
calls with authentication and encryption for both signaling and media transmission,
even during a WAN failure?
12
• Did you know that applications such as Cisco Unified SRST can help you migrate at
your own pace to IP communications, based on your business needs (not the tech-
nology demands)?
Where It Fits
Figure 3. Cisco Unified SRST Architecture
13
Cisco Unified SRST
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unity Express— Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
100-7500 Unified Messaging or Voicemail Seats per Server
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco UnityCisco Unified SRST/Cisco UnityExpress—Local Voicemail, Auto-Attendant, Scripting
14
Cisco UnifiedCommunications500 Series for SmallBusiness
Elevator Pitch
The Cisco Unified Communications 500 Series for Small Business, a critical part of the
Smart Business Communications System, is an all-in-one unified communications solu-
tion for up to 48 users that integrates voice, data, video, security, and wireless into one
platform; provides integration with existing desktop applications such as calendar, e-
mail, and CRM; and provides the ability to connect locations for voice, video, and data
networking.
This simplified communications solution is designed specifically for small businesses,
providing industry-leading, business-class, proven Cisco Unified Communications
technologies.
Benefits
• Reliable, all-in-one solution from a single vendor lets you focus on your core busi-
ness instead of on technology
• Secure Unified Communications solution is designed, packaged, configured, and
priced specifically for your business
• Easy manageability and “plug-and-play” capability when adding new users and
components
• Expandable with integrated components as your needs change and grow
• Integrates everyday applications in new ways: click-to-call, screen pops, presence,
and mobility
• You can communicate more effectively by reaching the right resource the first time
Trigger Questions
• Did you know that the Unified 500 Series all-in-one solution provides reduced TCO
by simplifying network complexity and reducing management costs?
• Have you considered the business benefits of extending mobility and teleworker
support to your employees, partners, and suppliers?
• Did you know that the Unified 500 Series can be configured to meet the specific
needs of your business?
• Have you considered a solution that reduces ‘box-count’ of multivendor network
devices while delivering full Unified Communications capability to a small business?
• Did you know that the Unified 500 Series is the industry’s most cost-effective, intelli-
gent solution for business-class unified communications for small businesses?
16
Where It Fits
Figure 4. Cisco Unified Communications 500 Series Architecture
17
Cisco Unified Communications 500 Series for Small Business
VCatalyst Express 520 SwitchCisco Catalyst Express 500Provides 8 Incremental PoE/UnifiedCallManager Express SeatLicenses to Connect AdditonalCisco Unified IP Phones
WAN Uplink
DSL Modem or Integrated Services Router
Cisco UnifiedCommunications 500 Series� 4 FXO/BRI� 4 FXS� 8 PoE� Music on Hold
LAN Expansion
4 Analog Station Ports(Fax, Doorbell, etc.)
Internet
PSTN
Switches and Unified Communications Platforms Provide Voice Services Right out of the Box
UnifiedCommunications 500
18
Cisco UnifiedPresence
Elevator Pitch
The Cisco® Unified Presence Server is a core component in the delivery of a Cisco
Unified Communications environment. The Cisco Unified Presence Server captures
user availability status information and via what device. It also collects information
about a user’s communications capabilities such as whether or not collaboration or
videoconferencing is enabled. That information can be shared with applications such
as Cisco Unified Personal Communicator and Cisco Unified Communications Manager,
which in turn helps users connect with colleagues more efficiently by determining the
most effective way for collaborative communication.
Benefits
• Cisco Unified Presence Server effectively connects devices to intelligent services in
the network
• Cisco Unified Presence Server provides enhanced user-based presence capabili-
ties and acts as the infrastructure for Cisco Unified Personal Communicator and
Cisco Unified IP Phone Messenger
• Cisco Unified Presence Server enables rapid presence application development
and masks the intricacies of presence and data collection from the presence appli-
cations
• Cisco Unified Presence Server supports standards such as SIP/SIMPLE to facilitate
greater application function and choice, including interworking with IBM Sametime
and Microsoft Live Communication Server
• Cisco Unified Presence Server enables Cisco Unified IP Phones to show presence
status of other Cisco Unified IP Phones
Trigger Questions
• Do you want to make your most talented employees more accessible to your cus-
tomers?
• Do you want to make employees more productive by reducing “telephone tag” and
helping them reach co-workers more reliably on the first try?
• Are your company’s employees missing deadlines because they can’t reach the
right person at the right time?
• Would you like to empower your employees, enabling them to get answers fast, col-
laborate in real time, and respond more quickly to customer needs?
20
Where It Fits
Figure 5. Cisco Unified Presence Server Architecture
21
Cisco Unified Presence
Cisco Unified CallManager Cluster
OtherApplications (Unity Messaging, IVR, MeetingPlace)
QoS Secure Bandwidth
Networked Branch A
Remote Location (Home Office)
Central Site
M M
M M
M
IP IP
V
PSTN
IP WAN
Cisco UnifiedPresence Server
Cisco Unified Presence Server
Cisco Unified Personal
Communicator
IP
M M
M M
M
V
Cisco Unified Personal Communicator
Cisco Unified Personal Communicator
22
Cisco UnifiedPersonalCommunicator
Elevator Pitch
The Cisco® Unified Presence Server is a core component in the delivery of a Cisco
Unified Communications environment. The Cisco Unified Presence Server captures
user availability status information and via what device. It also collects information
about a user’s communications capabilities such as whether or not collaboration or
videoconferencing is enabled. That information can be shared with applications such
as Cisco Unified Personal Communicator and Cisco Unified Communications Manager,
which in turn helps users connect with colleagues more efficiently by determining the
most effective way for collaborative communication.
Benefits
• Cisco Unified Presence Server effectively connects devices to intelligent services in
the network
• Cisco Unified Presence Server provides enhanced user-based presence capabili-
ties and acts as the infrastructure for Cisco Unified Personal Communicator and
Cisco Unified IP Phone Messenger
• Cisco Unified Presence Server enables rapid presence application development and
masks the intricacies of presence and data collection from the presence applications
• Cisco Unified Presence Server supports standards such as SIP/SIMPLE to facilitate
greater application function and choice, including interworking with IBM Sametime
and Microsoft Live Communication Server
• Cisco Unified Presence Server enables Cisco Unified IP Phones to show presence
status of other Cisco Unified IP Phones
Trigger Questions
• Do you want to make your most talented employees more accessible to your cus-
tomers?
• Do you want to make employees more productive by reducing “telephone tag” and
helping them reach co-workers more reliably on the first try?
• Are your company’s employees missing deadlines because they can’t reach the
right person at the right time?
• Would you like to empower your employees, enabling them to get answers fast, col-
laborate in real time, and respond more quickly to customer needs?
24
Where It Fits
Figure 6. Cisco Unified Presence Server Architecture
25
Cisco Unified Personal Communicator
Cisco Unified CallManager Cluster
OtherApplications (Unity Messaging, IVR, MeetingPlace)
QoS Secure Bandwidth
Networked Branch A
Remote Location (Home Office)
Central Site
M M
M M
M
IP IP
V
PSTN
IP WAN
Cisco UnifiedPresence Server
Cisco Unified Presence Server
Cisco Unified Personal
Communicator
IP
M M
M M
M
V
Cisco Unified Personal Communicator
Cisco Unified Personal Communicator
26
Cisco IPCommunicator
Elevator Pitch
Cisco IP Communicator is a software-based application that delivers enhanced
telephony capabilities on PCs. It offers high-quality voice calls on the road, in the
office, or from wherever users have access to the corporate network. Cisco IP
Communicator provides a full-featured supplemental telephone for travelers and
telecommuters—users are not just taking their office extension with them, they have
access to the same familiar phone services they have in the office.
When registered to a Cisco Unified Communications Manager or CallManager Express
system, Cisco IP Communicator has the features and functions of a full-featured Cisco
Unified IP Phone, including the ability to transfer calls, forward calls, and conference
additional participants to an existing call.
Benefits
• Allows users to be anywhere and have the same phone capabilities as they have at
their desk
• Uses corporate calling features such as 3-way calling, conferencing, desktop exten-
sions, and being reachable via local extension while traveling
• Enhances telecommuter productivity
• Provides savings from expensed home phone bills, mobile phone usage, and calling
cards
• Ease of administration with centralized configuration, management, and call control
handled though Cisco Unified Communications Manager
Trigger Questions
• Did you know that you can enable teleworkers and mobile employees to have the
same communications capabilities as they have in the office?
• Would you like to enhance telecommuter productivity by giving them corporate call-
ing features such as 3-way calling, conferencing, directories, and local extensions
while traveling?
• Would you like to reduce telecommuter expenses such as home phone bills, mobile
phone usage, and calling cards?
• Do you need a solution that offers centralized configuration, management, and call
control?
28
Where It Fits
Figure 7. Cisco IP Communicator Architecture
29
Cisco IP Communicator
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unity Express— Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
M M
M M
M
IP IP
IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing
100–30,000 stations
Cisco IPCommunicator
CiscoACNS
Cisco IPCommunicator
Cisco Unified Video Advan-
30
Cisco Unified VideoAdvantage
Elevator Pitch
Cisco Unified Video Advantage brings video telephony capabilities to Cisco Unified IP
Phones, providing Cisco Unified IP Phone users with the ability to add video to their
communications experience.
When associated with a PC enabled with Cisco Unified Video Advantage, a Cisco
Unified IP Phone allows users place and receive video calls on their enterprise IP
telephony network. Users make calls from their Cisco Unified IP Phones or Cisco IP
Communicator using familiar phone interfaces, but now calls are enhanced with video
on a PC, without requiring any extra button-pushing or mouse-clicking.
Benefits
• Video telephone calls are now just as easy as phone calls
• Cost-effective video is available on every desktop
• Features such as call forward, transfer, conference, hold, and mute are now available
with video
• Intuitive interface does not require special experience or knowledge about video
capabilities or settings
• Ease of administration with centralized configuration, management, and call control
handled though Cisco Unified Communications Manager and Cisco Unified
Communications Manager Express
Trigger Questions
• What challenges do your employees, partners, and customers face trying to work
together virtually today? Is video conferencing part of your communication-collabo-
ration strategy?
• How do you conduct voice, video, and Web conferencing today? Do you plan to
deliver video communications to your users?
• Is providing a simple means for users to communicate using video (desktop or
room-based systems) a priority?
• Is integrating video conferencing with Cisco Unified Communications Manager a pri-
ority? Do you have or are you considering deployment of Cisco Unified Personal
Communicator or Cisco video telephony?
32
Where It Fits
Figure 8. Cisco Unified Video Advantage Architecture
33
Cisco Unified Video Advantage
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManagerExpress/Cisco Unity Express—Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP
IP IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing Cisco IPVC
MCU Bridge
100–30,000 Cisco Unified Video Advantage user appliances per CallManager cluster
Cisco IP VCACNS, IPTV H.323 MCUs
Cisco Unified Video Advantage
Cisco IOS/ H.323/SIP/
MGCP gatewaysCiscoACNS
24–240 Cisco Unified Video Advantage user appliances
Cisco Unified Video Advantage
Video-enabled CiscoUnified IP Phone
Cisco Unified Video Advantage
Video-enabled CiscoUnified IP Phone
CiscoIOS/H.323/SIP/MGCP gateways
34
Cisco UnityConnection
Elevator Pitch
Known for its powerful voicemail, integrated messaging, and advanced features such
as speech recognition and call routing rules, Cisco Unity Connection is tailored to
meet the needs of organizations with up to 3000 users. Integration with other commu-
nication applications, such as Cisco Unified Personal Communicator, and Cisco Unified
MeetingPlace Express, provides a smooth transition to unified communications.
Benefits
• For large multisite organizations, Cisco Unity Connection can be networked with
other Cisco Unity messaging products, allowing users to communicate from one
location to another with ease and familiarity.
• With Cisco Unity Connection, users can access and manage their messages from
their e-mail client, Cisco Unity Assistant (a Web-based interface), and from Cisco
Unified Personal Communicator, a unified client for communications applications.
This makes anytime, anywhere access a reality.
• With integrated speech recognition capabilities, Cisco Unity Connection provides
hands-free message management, allowing users to play, delete, forward, and cre-
ate new messages simply by speaking the command.
Trigger Questions
• Do you have one of the many traditional voice messaging systems reaching end-of-
life and end-of-support status? Have you developed a strategy that will allow you to
migrate to unified communications instead of simply “replacing voicemail?”
• Are you looking for a voice messaging solution that integrates with traditional voice-
mail and telephony systems, preserving your existing communications investments?
• Do you have mobile workers that need easy access to their messages while on the
road? Did you know that voice recognition enables hands-free access to messages
and allows users to play, delete, forward, and create new messages simply by
speaking the command?
• Are you looking for a messaging system that provides personalization and flexible
message management options to maximize productivity and shorten response
times?
36
Where It Fits
Figure 9. Cisco Unity Messaging Solutions Architecture
37
Cisco Unity Connection
Cisco Unified CallManager Cluster—Centralized Call Processing
Up to 7500 Unified Messaging or Voicemail Seats per Server
Networked Branch B
Networked Branch C
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
Cisco Unity
Traditional voicemail system integrated with Cisco Unity (VPIM, AMIS, Cisco Unity Bridge)
Cisco Unified CallManager Expressand Cisco Unity Connection or CiscoUnity Express
Networked Branch A
Cisco Unified SRST with Cisco Unity Express
PSTN
IP IP
IP WAN
QoS Secure Bandwidth
38
Cisco UnityMessaging
Elevator Pitch
Secure, proven, and reliable, Cisco Unity® delivers powerful voicemail, integrated
messaging, and unified messaging that scales to meet the needs of large enterprise
organizations. With integrations to traditional voice messaging and telephony systems,
Cisco Unity provides a smooth migration to unified communications. Cisco Unity fea-
tures robust auto-attendant functions, speech recognition capabilities, and an
advanced set of personalization options that enable users to interact with the system
that is most convenient and comfortable for them.
Benefits
• Cisco Unity is a proven and reliable solution that provides powerful voicemail, inte-
grated messaging, and unified messaging options that integrate transparently with
Microsoft Exchange, Lotus Domino, and Novell GroupWise.
• Cisco Unity integrates with existing voice messaging and telephony systems, providing a
smooth migration to unified communications. With integrated context-sensitive self-help
and the ability to emulate an existing voice messaging interface, end-user disruptions are
minimized during a migration and Day 2 support costs are offset.
• Cisco Unity Assistant allows users to quickly personalize their voice mailbox by
allowing them to control conversation speed, streamline message playback, receive
message notifications on SmartPhones and BlackBerry devices, and add alternate
devices that that are recognized by the system for speedier message retrieval.
• Cisco Unity supports both centralized and decentralized communications models,
integrating with Cisco Unified Communications Manager, Cisco Unified Communications
Manager Express, Cisco Unity Connection, and Cisco Unity Express.
Trigger Questions
• Do you have one of the many traditional voice messaging systems reaching end-of-
life and end-of-support status? Have you developed a strategy that will allow you to
migrate to unified communications instead of simply “replacing voicemail?”
• Are you looking for a secure, proven, and reliable solution that integrates with exist-
ing communications applications and provides a smooth transition to unified com-
munications?
• Are you looking for a solution that provides you with the option and flexibility to
deploy voicemail, integrated messaging, and unified messaging?
• Are you looking for a solution that minimizes end-user disruptions by emulating their
existing voice messaging system and provides self-help capabilities to reduce Day
2 support costs?
• Are you looking for a messaging system that provides the personalization and flexi-
ble message management options to maximize productivity and shorten response
times?
40
Where It Fits
Figure 10. Cisco Unity Messaging Solutions Architecture
41
Cisco Unity Messaging
Cisco Unified CallManager Cluster—Centralized Call Processing
Up to 7500 Unified Messaging or Voicemail Seats per Server
Networked Branch B
Networked Branch C
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
Cisco Unity
Traditional voicemail system integrated with Cisco Unity (VPIM, AMIS, Cisco Unity Bridge)
Cisco Unified CallManager Expressand Cisco Unity Connection or CiscoUnity Express
Networked Branch A
Cisco Unified SRST with Cisco Unity Express
PSTN
IP IP
IP WAN
QoS Secure Bandwidth
42
Cisco UnifiedMeetingPlace
Elevator Pitch
Cisco Unified MeetingPlace® is an enterprise rich-media conferencing solution that
makes remote voice, video, and Web meetings as natural and effective as face-to-face
meetings. Cisco Unified MeetingPlace is deployed “on network,” behind the firewall,
and integrated directly into an organization’s private networks and enterprise applica-
tions. This provides significant cost savings and a more secure solution. Cisco Unified
MeetingPlace makes conferencing simple by providing convenient desktop integra-
tions to facilitate meeting setup, attendance, and management.
Cisco Unified MeetingPlace 6.0 provides new flash-based Web conferencing, which
delivers an enhanced user experience and broader application support.
Benefits
• Cisco Unified MeetingPlace helps speed decision making and increase operational
effectiveness by improving communication and collaboration between employees,
customers, and partners
• Save money by deploying Cisco Unified MeetingPlace over your internal net-
works—converged IP network or TDM environments—enabling reduced transport
costs. Conferencing is a significant component of Unified Communications ROI.
• Improve personal productivity with the simple and effective conferencing offered in
Cisco Unified MeetingPlace. Tightly integrated voice, video (room and desktop), and
Web conferencing, and intuitive desktop integrations (calendar, IM, Web, phone)
facilitate meeting setup, attendance, and management.
• The advanced Flash Web conferencing in Cisco Unified MeetingPlace delivers an
exceptional user experience and broad application support.
• Cisco Unified MeetingPlace offers scalability and an enterprise architecture to meet
the needs of midsize to very large organizations. Deployment options range from
product purchase to outsourced managed services.
Trigger Questions
• What challenges do your employees, partners, and customers face trying to work
together virtually today? Is Web or video conferencing part of your communication-
collaboration strategy?
• How do you conduct voice, Web, and video conferencing today? Do you plan to
deliver an integrated voice, Web, and/or video conferencing solution to your users?
• Is reducing your conferencing costs a priority? Have you quantified the significant
cost saving potential of running conferencing over your internal networks?
• Is integrating conferencing with your IP telephony solution a priority? Is there a
desire to integrate conferencing with enterprise applications (messaging, calendar,
IM, directory, etc.)?
• Does your business have a crisis management communications process?
44
Where It Fits
Figure 11. Cisco Unified MeetingPlace Architecture
45
Cisco Unified MeetingPlace
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unity Express— Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco UnifiedMeetingPlace
Cisco Unified SRST—Redundant Call Processing
30–1000 Ports of Integrated Web-Audio-VideoConferencing per Server
46
Cisco UnifiedMeetingPlaceExpress and CiscoUnified MeetingPlaceExpress VT
Elevator Pitch
Cisco Unified MeetingPlace Express
Cisco Unified MeetingPlace Express is an integrated voice, video, and Web conferenc-
ing solution that helps medium-sized organizations realize the cost savings and pro-
ductivity benefits of deploying conferencing over internal networks. The solution pro-
vides simple, powerful conferencing functions that are easy to deploy and manage.
Cisco Unified MeetingPlace Express VT
Cisco Unified MeetingPlace Express VT is a separate deployment option that is
designed to extend the capabilities of Cisco Unified Communications Manager envi-
ronments by enabling users to extend point-to-point voice and video communications
to impromptu, multiparty voice, video, and Web conferences.
Benefits
Cisco Unified MeetingPlace Express
• Speed decision making and increase operational effectiveness by improving com-
munication and collaboration.
• Save money by deploying conferencing over internal networks, reducing transport
costs.
• Improve personal productivity with simple and effective conferencing setup and
attendance from the Web, Microsoft Outlook, any telephone, or Cisco Unified
Personal Communicator. Manage conferences from the Web or Cisco Unified IP
Phones, and share any application.
• Software-based solution is simple to install and manage. IP voice capabilities integrate
directly with Cisco Unified Communications Manager as well as legacy solutions.
Cisco Unified MeetingPlace Express VT
• Speed decision making and increase operational effectiveness by improving com-
munication and collaboration.
• Improve personal productivity by enabling users to simply extend point-to-point,
Cisco Unified Communications Manager voice and video communications to
impromptu, multiparty voice, video, and Web conferences.
• Software-based solution is simple to install and manage. IP voice capabilities inte-
grate directly with Cisco Unified Communications Manager (only).
Trigger Questions
• What challenges do your employees, partners, and customers face trying to work
together virtually today? Is Web conferencing part of your communication-collabo-
ration strategy?
• How do you conduct voice, video, and Web conferencing today? Do you plan to
deliver an integrated voice, video, and Web conferencing solution to your users?
48
• Is reducing your conferencing costs a priority? Have you quantified the significant
cost saving potential of running conferencing over your internal networks?
• Is integrating conferencing with Cisco Unified Communications Manager a priority?
Are you looking to add productivity applications over a converged IP network? Do
you have or are you considering deploying Cisco Unified Personal Communicator or
Cisco video telephony?
Where It Fits
Figure 12. Cisco Unified MeetingPlace Express Architecture
49
Cisco Unified MeetingPlace Express and Cisco Unified MeetingPlace Express VT
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unity Express— Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing Cisco Unified
MeetingPlaceExpress and Unified MeetingPlace Express VT
200 Ports of Integrated Voice and Web Conferencing; TBD (see data sheet) Ports of Integrated Voice, Video, and Web Conferencing—
Cisco Unified MeetingPlace Express40 Ports of Integrated Voice, Video, and Web Conferencing—Cisco Unified MeetingPlace
Express VT
50
Cisco UnifiedVideoconferencing
Elevator Pitch
The Cisco Unified Videoconferencing product line facilitates face-to-face discussions
among participants in different locations by providing multiparty video conferencing
for room-based and desktop video conferencing. The solution connects three or more
H.323, H.320, Session Initiation Protocol (SIP), Skinny Client Control Protocol (SCCP),
or Cisco TelePresence video endpoints in a single meeting.
The Cisco Unified Videoconferencing Manager provides the ability to easily schedule,
scale, and control video conferences and to efficiently manage and monitor video con-
ferencing network elements, providing an optimal visual communications experience
and lower total cost of ownership.
Benefits
• Improves productivity and speeds business processes with richer, more focused
interactions
• Facilitates efficient virtual training and education
• Scales scarce resources when travel time limited and expensive
• Builds stronger relationships with remote employees and customers
Trigger Questions
• What challenges do your employees-partners-customers face trying to work
together virtually today? Is video conferencing part of your communication-collabo-
ration strategy?
• How do you conduct voice, video and web conferencing today? Do you plan to
deliver video communications to your users?
• Is providing a simple means for users to communicate using video (desktop or
room-based systems) a priority?
• Is integrating video conferencing with Cisco Unified Communications Manager a pri-
ority? Do you have or are you considering deployment of Cisco Unified Personal
Communicator or Cisco video telephony?
52
Where It Fits
Figure 13. Cisco Unified Videoconferencing Architecture
53
Cisco Unified Videoconferencing
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unity Express— Localized Call Processing
OtherApplications(Unity Messaging,IVR, MeetingPlace)
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP
IP IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing Cisco IPVC
MCU Bridge
100–30,000 Cisco Unified Video Advantage user appliances per CallManager cluster
Cisco IP VCACNS, IPTV H.323 MCUs
Cisco Unified Video Advantage
Cisco IOS/ H.323/SIP/
MGCP gatewaysCiscoACNS
24–240 Cisco Unified Video Advantage user appliances
Cisco Unified Video Advantage
Video-enabled CiscoUnified IP Phone
Cisco Unified Video Advantage
Video-enabled CiscoUnified IP Phone
CiscoIOS/H.323/SIP/MGCP gateways
54
Cisco UnifiedMobility
Elevator Pitch
Cisco Unified Communications Mobility Solutions increase customer access and
responsiveness to information, service, decisions, and collaboration, and can make the
difference between success and failure.
As more workers become more mobile, Cisco Unified Communications Mobility
Solutions improve connections and communications between employees, partners,
and customers, eliminating “phone tag” and providing access to corporate information
from any place and any device. A consistent user experience across wired, wireless,
and cellular devices helps ensure that access to communications services is easy and
intuitive.
Benefits
• Gives workers access to business services and information in many different forms
using wired, wireless, and cellular devices
• Enables better connections for customers, partners, and suppliers, improving pro-
ductivity and overall satisfaction
• Improves responsiveness, customer satisfaction, and competitive advantage
• Voice over WLAN supports workers who need to communicate while moving about
the workplace or campus
• Dual-mode devices provide information and application access for workers who
move between enterprise Wi-Fi and cellular networks
• Cisco Mobile Connect provides single number accessibility and smooth call transi-
tion between cellular and IP desk phones
• Cisco Unified Mobile Communicator provides wide-area mobile access to Cisco
Unified Communications enterprise features, including presence provided by the
Cisco Mobile Client
Trigger Questions
• Did you know that 66% of workers were mobile in 2006 and that 28% of workers
now use their mobile phone as their primary work phone?
• Are your employees as productive when they are away from the office as they are
when they are at their desk?
• Have you considered the business benefits of making it easier for customers, suppli-
ers, and partners to reach your company’s customer-facing employees and
experts?
• Do you know how your employees are using their mobile devices and how to assign
mobile costs to projects?
• Have you considered how Cisco Unified Communications Mobility Solutions can
maximize the value of one of your company’s most valuable assets—your employees—
by allowing them to be productive no matter where they happen to be?
56
Where It Fits
Figure 14. Mobile Unified Communications Architecture
57
Cisco Unified Mobility
V
802.11
Mobility WebPortals
Enterprise Service Providers End Users
Cell Phonewith Cisco orPartner Client
Directory
Cisco Unity
Cisco UnifiedMeetingPlace
Cisco UnifiedPresence Server
Dual-ModeHandset
802.11 Handset
PSTN
MobileNetworks
Internet
M M
M M
M
Mobility-EnabledCisco Unified CallManager
Mobile Communicator
Server
58
Cisco UnifiedApplicationEnvironment
60
Elevator Pitch
Cisco Unified Application Environment enables rapid development, reliable execution,
and automated management of applications that converge voice and video with enter-
prise applications and data. Organizations can use these new converged applications
to improve communications, transform business processes, and create competitive
advantage.
Benefits
• Streamlines business processes by enabling full-featured applications that combine
components from enterprise voice, video, and data resources
• Converges voice and data to provide flexibility and productivity while preserving
network integrity and resilience
• Reduces voice complexity and the cost of using the Cisco Service-Oriented
Network Architecture (SONA), an architectural framework intended to align cus-
tomers’ IT innovation to their business opportunities and issues.
• Offers application lifecycle tools to manage availability, performance, and capacity
• Provides a software development kit that makes Cisco Unified Communications
platform also readily available to developers
• Meets the needs of small and medium-sized businesses and of enterprise customers
Trigger Questions
• Would tying components of your voice or video assets with data or enterprise appli-
cation assets enhance productivity or reduce cost for your organization?
• Do your developers have to build applications from scratch?
• Do you ever have concerns that improper protocol use might threaten dial-tone reli-
ability?
• Does your operations team sometime struggle with unpredictable application
behavior and interactions between voice and data?
• Do you find your IT staff inexperienced with telephony protocols and media pro-
cessing?
Where It Fits
Figure 15. Cisco Unified Application Environment Architecture
61
Cisco Unified Application Environment
Cisco Unified CallManager and Cisco Unity Cluster
Cisco 1040Sensor
Campus
Networked Branch A
Networked Branch B
Central Site
M M
M M
M
Cisco Unified CallManagerExpress and Cisco Unity Express
IP
IP
IP WAN
PSTN
IP CiscoUnified SRST
IP
Cisco 1040Sensor
Cisco 1040Sensor
Cisco Unified Application Environment
� Cisco Unified Applications Designer 2.4� Cisco Unified Applications Server 2.4� Cisco Unified Media Engine 2.4
V
62
Cisco UnifiedCallConnectorMobility
Elevator Pitch
Cisco Unified CallConnector Mobility is a new application supported on Cisco Unified
Communications Manager Express version 4.0 or higher, that gives users the ability to
redirect incoming calls to two different designated client devices, such as a user’s
existing cellular phone or other alternate phones. Cisco Unified CallConnector Mobility
allows employees to be more responsive to customers without having to distribute
multiple and private mobile phone numbers.
Benefits
• Cisco Unified CallConnector Mobility is a single number reach application that
enables users to redirect incoming calls to two different designated client devices.
• Single number reach allows users to be more responsive to customers without hav-
ing to distribute multiple and private mobile phone numbers.
• A single voice mailbox allows users to easily manage all business voice messages,
saving time and money.
• Cisco Unified CallConnector Mobility allows mobile workers to stay connected with
their customers and colleagues so calls are never missed when away from the
office.
Trigger Questions
• Have you considered how making your employees more productive while remote or
traveling can improve customer satisfaction, potentially creating competitive advan-
tage and growing your business?
• What is the impact on the business when workgroups experience delays in reaching
key decision makers for critical issues?
• What challenges do your mobile employees face trying to stay connected with col-
leagues and customers?
• Did you know that whether at home or from remote locations, employees can place
or receive calls through Cisco Unified Communications Manager Express and use
the business’s Unified Communications infrastructure?
64
Where It Fits
Figure 16. Cisco Unified CallConnector Mobility Architecture
65
Cisco Unified CallConnector Mobility
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unified CallConnector Server/CiscoUnity Express—Localized Call Processing
100-7500 Unified Messaging or Voicemail Seats per Server
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco UnityCisco Unified SRST/Cisco UnityExpress—Local Voicemail, Auto-Attendant, Scripting
66
Cisco UnifiedCallConnector forMicrosoft Office
Elevator Pitch
Cisco Unified CallConnector is a desktop solution integrated with Cisco Unified
Communications Manager Express that delivers easy-to-use call control and presence
features to end users, enabling increased productivity and more effective communica-
tions. It uses toolbars within common applications such as Microsoft Outlook and
Internet Explorer, providing transparent desktop integration and giving users new and
easy ways to work smarter and faster.
Benefits
• Cisco Unified CallConnector Personal is a desktop application that provides a sim-
ple-to-use toolbar within Microsoft Outlook and Internet Explorer for dialing num-
bers, controlling calls, and setting user availability and location status for Cisco
Unified Communications Manager Express users.
• Cisco Unified CallConnector Server is a server-based application installed at each
site, giving users call control plus presence, instant messaging services and rules-
based automation based on a Session Initiation Protocol (SIP) client-server architec-
ture.
• The toolbars provide easy-to-use features such as finding contacts, executing
phone features, and streamlining communications for the user.
Trigger Questions
• Have you thought about how frequently a project gets delayed due to difficulty in
reaching key decision makers when needed?
• What is the impact on the business when workgroups experience delays in reaching
key decision makers for critical issues?
• Did you know a Sage Research study revealed that device-aware presence capabil-
ities save an average of 32 minutes daily? Fifty percent of users claimed to save 15
to 30 minutes per day, and 47 percent reported that they save 30 to 60 minutes per
day.
• Did you know Cisco Unified CallConnector delivers a new way to handle the every-
day task of communicating with others within and outside the business?
68
Where It Fits
Figure 17. Cisco Unified CallConnector Architecture
69
Cisco Unified CallConnector for Microsoft Office
Cisco Unified CallManager Cluster—Centralized Call Processing
Cisco Unified CallManager Express/Cisco Unified CallConnector Server/CiscoUnity Express—Localized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
100-7500 Unified Messaging or Voicemail Seats per Server
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco UnityCisco Unified SRST/Cisco UnityExpress—Local Voicemail, Auto-Attendant, Scripting
70
Cisco UnifiedCallConnector forMicrosoft DynamicsCRM
Elevator Pitch
Cisco Unified CallConnector for Microsoft Dynamics CRM integrates Cisco Unified
Communications with the Microsoft Dynamics CRM Server to provide everyone in a
small and medium-sized business (SMB) with an easy-to-use and more complete CRM
solution. Cisco Unified CallConnector for Microsoft Dynamics CRM integrates Cisco
Unified Communications products with Microsoft Dynamics CRM Server at the desk-
top, without requiring additional hardware. In addition, the Microsoft CRM client uses
Microsoft Outlook or Internet Explorer as the primary client for managing tasks and
contacts.
Cisco Unified CallConnector for Microsoft Dynamics CRM is a client/server based
application that is highly configurable and supports the following primary features in
Cisco Unified Communications environments that are utilizing Microsoft CRM:
• Automatic detection and screen-pop searches of the CRM database for both incom-
ing and outgoing phone calls
• Automatic creation of phone call activity records for incoming and outgoing calls
with call duration tracking
• Click-to-dial from the Microsoft CRM user interface
• Multisite configuration capabilities with geographically correct dialing configurations
per user
• Easily pop associated Microsoft CRM customer service cases
• Easy to use search system allows the user to search by name or phone number and
have access to contact records and associated support cases
Benefits
Cisco Unified CallConnector for Microsoft Dynamics CRM provides:
• Greater employee productivity and organizational efficiencies
• Immediate information about inbound and outbound calls
• Fast and easy “click to dial” functionality from CRM database records
• Call duration tracking, information capture, and record creation
• Personalized interactions with callers and improved customer service
72
Trigger Questions
• Do you have Microsoft CRM or Salesforce.com CRM business applications in use
today? How widespread is your usage?
• Have you considered integrating your Microsoft or Salesforce.com CRM applica-
tions with your telephony capabilities?
• Are you aware of the features available on an IP phone system that are not available
on traditional PBX and key systems—like extension mobility, presence, and click-to-
dial with CRM integration?
• Are there specific business applications and services such as e-commerce,
accounting, enterprise resource planning (ERP), or customer relationship manage-
ment (CRM) that are crucial to the day-to-day operation of your business?
• Are your competitors providing more efficient customer service? Are you looking for
a way to better differentiate your business from the competition?
73
Cisco Unified CallConnector for Microsoft Dynamics CRM
74
Cisco UnifiedCallConnector forSalesforce.com
Elevator Pitch
Cisco Unified CallConnector for Salesforce.com integrates the Cisco Unified
Communications system for small and medium-sized businesses with
salesforce.com’s on-demand customer relationship management (CRM) services. The
result is an easy-to-use, more complete on-demand (or hosted) CRM solution that
helps you increase productivity and improve customer satisfaction. Salesforce’s on-
demand CRM solution promotes user adoption with quick and easy deployment,
seamless seasonal upgrades, and secure access to customer information from any-
where. Salesforce.com also integrates with popular Microsoft applications such as
Outlook, Word, and Excel.
Benefits
• Helps companies drive sales productivity, increase visibility, and expand revenue with
easy-to-deploy applications for effectively managing salespeople and processes.
• Enables closed-loop marketing so busy teams can quickly executive, manage, and
analyze the results of multichannel campaigns.
• Extends CRM to remote workers easily and cost-effectively
• Increases effectiveness of limited resources
• Provide a better sales and support experience for contacts and customers
Trigger Questions
• Do you have Microsoft CRM or Salesforce.com CRM business applications in use
today? How widespread is your usage?
• Have you considered integrating your Microsoft or Salesforce.com CRM applica-
tions with your telephony capabilities?
• Are you aware of the features available on an IP phone system that are not available
on traditional PBX and key systems—like extension mobility, presence, and click-to-
dial with CRM integration?
• Are there specific business applications and services such as e-commerce,
accounting, enterprise resource planning (ERP), or customer relationship manage-
ment (CRM) that are crucial to the day-to-day operation of your business?
• Are your competitors providing more efficient customer service? Are you looking for
a way to better differentiate your business from the competition?
76
Cisco UnifiedContact CenterExpress
Elevator Pitch
Cisco Unified Contact Center Express provides an integrated “contact center in-a-
box” solution that is ideal for enterprise departments, branch locations, and small to
medium-sized companies that want to deploy an entry-level contact center solution.
The solution is designed to enable businesses to create competitive advantage
through superior customer service.
The solution offers complete integrated assisted service and self-service, including
support for automatic speech recognition, text-to-speech, and VoiceXML. Internet
applications such as real-time chat, Web collaboration, and e-mail are easily added.
Cisco Unified Contact Center Express is tightly integrated with Cisco Unified
Communications Manager and is easy to install, deploy, and manage.
Benefits
• Contact center “solution in-a-box” is easy to install, deploy, and manage
• Provides a better customer experience by routing contacts to the right resource to
provide them the information they need, the first time
• Improves customer service by providing agents with contact information to help
them efficiently and effectively meet each customer’s needs
• Increases operational efficiencies through the use of historical and real-time report-
ing and analytics tools
• Offers a seamless customer experience across self-service and assisted-service
interactions
Trigger Questions
• Is your customer service organization creating a competitive advantage, lowering
costs, and increasing revenues?
• Is your customer service organization able to:
• Supply agents with tools to provide customers with efficient and accurate
responses to inquiries?
• Provide a better customer experience by capturing/using information about a cus-
tomer’s prior interactions?
• Increase operational efficiencies and agent productivity by using reporting and
analytics tools?
• Are you a small to medium-sized business, branch office, or department office:
• That wants a customer contact solution that is easy to deploy, administer, and
manage?
• Looking for a fully integrated contact center with ACD, desktops, CTI, and IVR?
• That has anywhere from 1 to 300 agents?
• That is interested in a virtual contact center solution that enables agents and
supervisors to be located at any site on your Cisco IP Communications WAN or on
any ISP DSL or cable modem connection at home?
78
• That could benefit from fully integrated voice self-service to help lower contact
center costs?
Where It Fits
Figure 18. Cisco Unified Contact Center Express Architecture
79
Cisco Unified Contact Center Express
Cisco Unified CallManager Cluster—Centralized Call Processing
OtherApplications (Unity Messaging, IVR, MeetingPlace)
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing
Cisco Unified Contact Center
Express
Up to 300 contact center agent/supervisor seats per server
Contact center supervisors;desktops or phones
Contact center agents;desktops or phones
Remote contact center agents
Cisco Business-Ready Teleworker
IP-IVRASR
scripts
80
Cisco UnifiedContact CenterEnterprise
Elevator Pitch
Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treat-
ment, network-to-desktop computer telephony integration (CTI), and multichannel con-
tact management over an IP infrastructure. Cisco Unified Contact Center Enterprise
combines multichannel automatic call distributor (ACD) capabilities with IP telephony
in a unified solution, enabling companies to rapidly deploy a distributed contact center
infrastructure.
Cisco Unified Contact Center Enterprise provides a state-of-the-art IP-based contact
center solution that enables you to smoothly integrate inbound and outbound voice
applications with Internet applications, including real-time chat, Web collaboration, and
e-mail. This integration enables a single agent to support multiple interactions simultane-
ously, regardless of which communications channel the customer has chosen.
Benefits
• Segments customers and monitors resource availability
• Delivers each contact to the most appropriate resource anywhere in the enterprise
• Profiles customers using contact-related data, such as dialed number and calling
line ID
• Assigns the most appropriate resources to meet a customer's needs based on real-
time conditions (such as agent skills, availability, and queue lengths); this information
is continuously gathered from various contact center components
• Delivers a rich set of call event and customer-provided data to the targeted desktop
as a contact arrives, personalizing service and increasing efficiency
Trigger Questions
• Is your customer service organization creating a competitive advantage, lowering
costs, and increasing revenues?
• Is your customer service organization able to:
• Supply agents with tools to provide customers with efficient and accurate
responses to inquiries?
• Provide a better customer experience by capturing/using information about a cus-
tomer’s prior interactions?
• Increase operational efficiencies and agent productivity by using reporting and
analytics tools?
• Are you an enterprise with a single or multisite environment that wants:
• A sophisticated, feature-rich, multichannel customer contact solution with compre-
hensive routing capabilities, CRM integration, customizable agent and supervisor
desktops, and agent management and reporting tools to provide a better cus-
tomer experience?
• A contact center solution that provides complete computer telephone integration,
universal queuing capabilities, remote agent support, and self-service and call
82
treatment capabilities?
• Provides comprehensive supervisory functions; streamlined, centralized adminis-
tration; and real-time and historical reporting?
• An open, scalable, distributed, fault-tolerant, and secure solution?
Where It Fits
Figure 19. Cisco Unified Contact Center Enterprise Architecture
83
Cisco Unified Contact Center Enterprise
Cisco Unified CallManager Cluster—Centralized Call Processing
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing
Cisco Unified Contact Center
Express
Up to 6000 agents and 3000 IVR ports per system using multiple servers; multiple systems can be networked together for
additional scalability.
Contact center supervisors;desktops or phones
Contact center agents;desktops or phones
Remote contact center agents
Cisco Business-Ready Teleworker
Web applications; speech self-service,
CRM
84
Cisco UnifiedCustomer VoicePortal
Elevator Pitch
Cisco Unified Customer Voice Portal (CVP) delivers voice self-service that is in a class
of its own. Using Cisco Unified CVP, organizations can deliver intelligent, personalized
self-service over the phone, allowing customers to efficiently retrieve the information
they need from the contact center.
Customers can use touch-tones or their own voice to request information with self-
service, and, if live agent assistance is requested, Cisco Unified CVP can transfer
information given by the customer and the call itself to the agent, resulting in a smooth
customer service experience.
Benefits
• Ensures voice self-service to customers is consistent with business strategies by
providing unique, personalized service to each customer.
• Offset the high costs associated with assisted-service contact center agents by
directing customer interactions to more cost-effective, more personalized voice self-
service applications.
• Provide a transparent “hand-off” of information from voice self-service to agent-
assisted service so that live agents are empowered to see into self-service interac-
tions prior to call delivery.
• Tap into Web- and middleware-enabled deployments elsewhere in the enterprise
with the Cisco Unified CVP VoiceXML application environment and use that informa-
tion directly in self-service applications so that customers obtain a consistent, rele-
vant experience, regardless of contact channel.
Trigger Questions
• Is your customer service organization:
• Creating competitive advantage?
• Lowering costs?
• Increasing revenues?
• Is your customer service organization able to:
• Provide efficient and accurate responses to customer inquiries via voice self-
service?
• Provide a better customer experience by capturing/using information about a cus-
tomer’s prior interactions?
• Increase operational efficiencies by directing customers to voice self-service?
• Are your customers frustrated by your outdated, legacy IVR systems?
86
Where It Fits
Figure 20. Cisco Unified Voice Portal Architecture
87
Cisco Unified Customer Voice Portal
Cisco Unified CallManager Cluster—Centralized Call Processing
Small PipeData WAN Only
QoS Secure Bandwidth
Networked Branch A
Branch B
Central Site
IP IP
M M
M M
M
IP IP IP
IP IP
V
PSTN
IP WAN
Cisco Unified SRST—Redundant Call Processing
Cisco Unified CVP
Contact center supervisors;desktops or phones
Contact center agents;desktops or phones
Remote contact center agents
Cisco Business-Ready Teleworker
Other applications(Unity Messaging,
CRM)
88
Cisco UnifiedCommunicationsManagement Suite
Elevator Pitch
The Cisco Unified Communications Management Suite provides a single dashboard
view for status of the entire Cisco Unified Communications System. The Management
Suite empowerscustomers to be more efficient while operating the Unified
Communications System and simplies provisioning of subscribers, services, and relat-
ed Cisco Unified Communications application resources. Flexible, customized, easy-
to-use reporting is available.
Benefits
• Actionable, service-level view of full Unified Communications implementation
• Real-time alerting on Unified Communications components and IP infrastructure
• Real-time service quality (voice quality) alerts and details
• Integrated diagnostics linked to monitoring and proactive testing (end-to-end, node-
to-node; signaling, transport, applications)
• Single-view provisioning of a subscriber and their services
• Out-of-the-box reports with specific focus on executive, operations, and capacity
planning roles, as well as flexible customization
Trigger Questions
• Did you know the Cisco Unified Communications Management Suite gives you a
view into the status of your entire Cisco solution?
• Did you know the Cisco Unified Communications Management Suite provides both real-
time call quality management (with sensors) as well as call quality management with infor-
mation from Cisco Unified Communications Manager after each call completes?
• Did you know the new Provisioning Manager brings immediate value to customers—
and a quick return on investment—by proving a single, policy-based, accurate provi-
sioning interface to Cisco Unified Communications systems?
• Did you know the Statistics Manager is an integrated application that pulls informa-
tion from nearly every component of the Cisco Unified Communications solution and
provides out-of-the-box reports that help executives as well as operations and
capacity planning professionals?
90
Where It Fits
Figure 21. Cisco Unified Communications Management Suite Architecture
91
Cisco Unified Communications Management Suite
Cisco Unified CallManager Cluster, Cisco Unity
Cisco 1040
Campus
Networked Branch A
Networked Branch B
Central Site
M M
M M
M
Cisco Unified CallManagerExpress, Cisco Unity Express
IP
IP
IP WAN
PSTN
IP CiscoUnified SRST
IP
Cisco 1040
Cisco 1040
Cisco Unified Management Suite
� Operations Manager� Service Monitor� Provisioning Manager� Stats Manager� Assessment Manager
V
92
The CiscoAdvantage—Experience
• More than 12 million IP phones shipped
• More than 7 million unified messaging seats
• More than 1 million contact center agents
• More than 200,000 Cisco Unified MeetingPlace licenses
• More than 48,000 Cisco Unified Communications customers
• More than 70% of Fortune 500 use Cisco Unified Communications
Cisco: Award-Winning Unified Communications
94
Best Communications
Portfolio
Cisco UnifiedCommunications Manager
and Cisco Unified IP Phones(Most secure IP-PBX, midsize and large)
Cisco Unified MeetingPlace and
Video Telephone
Cisco Video Telephony(Cisco Unified Communications
Manager with Cisco Unified Video Advantage)
Cisco Unified Operations Manager and Service Monitor
Cisco Unified Contact Center
Cisco Unified Contact Center (CVP, ICM, and CTI)
Cisco Unified Wireless IP Phone 7920
Cisco Unified Communications Manager Express and Cisco Unity Express
Cisco UnifiedCommunicationsPrograms/Promotions,Offers, Tools
Cisco Unified Communications Competitive Equipment Exchange
The Unified Communications Competitive Equipment Exchange Program (formerly IPC
Competitive Migration Program) provides customers with valuable credits on specific
competitors' systems that are traded in towards the purchase of eligible new Cisco
Unified Communications products.
http://www.cisco.com/en/US/partner/partners/pr11/incentive/cee/ipc.html
3-2-1 Blast Off to the Future of Unified Communications
The new “3-2-1 Blast Off to the Future of Communications with Cisco” program
rewards qualifying Unified Communications Specialized partners that migrate Nortel
and Mitel customers to Cisco Unified Communications solutions with significant
rebates and customer incentives. Available until December 31, 2007.
http://www.cisco.com/web/partners/pr11/incentive/cee/321_blastoff.html
Tools & Information for You…
Cisco Unified Communications System Information
http://www.cisco.com/go/unified
http://www.cisco.com/go/voice
QuickStart
QuickStart for Unified Communications is a self paced sales training portal that pro-
vides a flexible way for Partners to access relevant information and to quickly learn
how to effectively sell the solution to our customers. QuickStart for Unified
Communications teaches how the new UC systems address the small and mid-sized
markets by combining Secured CallManager, Unity, and Mobility into one system.
http://www.cisco.com/cgi-
bin/front.x/wwtraining/PELC/main.cgi?URL=20091624368405%2E1474
Sales Accelerator
This tool has been designed to bring you up to speed on both the technology and
selling strategies if you are new to Unified Communications. For experienced sales-
persons, it will provide you with an update on “what’s new”, and help you to explain
the business value of Cisco Advanced Technology to your customers.
http://www.cisco.com/web/partners/sell/sa_toolkit.html
96
Learn More—Products & Programs
Partner Central
http://www.cisco.com/go/partners-uc
Value Incentive Program (VIP)
http://www.cisco.com/go/vip
Opportunity Incentive Program (OIP)
http://www.cisco.com/go/oip
Solutions Incentive Program (SIP)
http://www.cisco.com/go/sip
97
Cisco Unified Communications Programs/Promotions, Offers, Tools
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.
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