Cisco Webex Teams

Home , KEMS

#CLUS Unified Collaboration Architecture Greg Schalmo – Technical Solutions Architect Justin Jordan – Technical Solutions Architect Amy Ryan – Technical Solutions Architect Wes Wiley – Technical Solutions Architect TECCOL-2982

#CLUS Agenda

• Introduction

• Preferred Architecture

• Identity and Collaboration Tools

• Premise Architecture

• Cloud Architecture

• Hybrid Architecture

• Contact Center

• Conclusions and Q&A

#CLUS TECCOL-2982 Cisco Webex Teams

Questions? Use Cisco Webex Teams to chat with the speaker after the session How 1 Find this session in the Cisco Live Mobile App 2 Click “Join the Discussion” 3 Install Webex Teams or go directly to the team space 4 Enter messages/questions in the team space

Webex Teams will be moderated cs.co/ciscolivebot#TECCOL-2982 by the speaker until June 16, 2019.

Complete Collaboration Solutions

Calling Meetings Team collaboration Contact center

Unified Communications Customer Care Meetings

Cloud Hybrid On-premises

• 30-40 page Documents

• Prescriptive design guidance

• Modular and scalable Design Base for Any Customer

What products to use to enable users for Unified Communications for simple deployments? Prescriptive Concise Tested best recommendations Documents practices

• Cisco Validated Design Guides (CVDs) • Two types of CVDs: • Technology Guides • Solution Guides • Solution Reference Network Design (SRND) • 1,200 page comprehensive document covering network, endpoints, and all UC applications. Focus on design considerations and guidelines.

• Product Configuration and Deployment Guides • Step by step instructions for deploying specific products or solutions. Updated with each software release.

Collaboration Sub-Systems

Applications

Mobile/Teleworker Call Control Internet Collab Edge

MPLS WAN Conferencing Remote Site

Endpoints PSTN / ISDN

• Cisco Preferred Architecture for Enterprise Collaboration

• Cisco Preferred Architecture for Mid-Market Collaboration

• Cisco Preferred Architecture for Mid-Market Voice

• Cisco Preferred Architecture for Video

PSTN

CUBE Voicemail IM&P Meeting Telepresence

Manager Clusters Cluster Server Management

(Optional) Server Services Shared Unified Session Unified (Depends)

Expressway with Webex Edge

Internet

Hybrid

Directory Connector )

IDENTITY MANAGEMENT Center

LDAP Directory Sync

Alpha Cluster Alpha Required) Not

Risk Averse Risk

(Recommended User Cluster 1 Cluster User with 2 Cluster User

SAML SSO Authentication (Contact

CLIENTS CLIENTS

Directory Connector CLIENTS CLIENTS with SAML SSO Authentication

• Official URL:

• http://www.cisco.com/go/cvd/collaboration

• Shortcut:

• http://cs.co/pa4collab

Access Provisioning Entitlements Secure Attribute Management (Manual, Directory Sync, (Enable & Disable Service Exchange SCIM, SAML JIT) for user, group or tenant) (Authentication & Authorization)

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 14 Three Components of an Identity System • Account • An individual’s identifier: should be globally unique • Typically, this does not change • For example, Employee ID or User ID • Authentication • Mechanism used to identify the user is who they say they are • Can be based on any attribute supported by the directory vendor or the Identity Management System (IdMS) • Examples: • Active Directory supports authentication using SAM Account, UPN, or user logon name • IdMS can support SAM Account, Employee ID, Email, etc. • Authorization • A users ability, or permission, to access resources or services

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 15 Current Identity Challenge • Existing identity stores/syncs • Existing contact stores • Existing contact/directory interfaces • Existing WebEx SSO mechanisms

CLIENTS • Existing UC SSO mechanisms • Existing authz token mechanisms

GUI/ HTTP/ EDI/LDAP SAML UDS GUI/ GUI/ XMPP SOAP/ SOAP XMPP TUI HTTP

SAML WEBEX SERVICES UCSERVICES

SAML TMS OpenAM API

IDENTITY MANAGEMENT .csv MANAGEMENT

FTP UNIFIED LDAP CAS/NMTG Prime API

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 16 What Does All This Mean? Identity Matters! • Cisco Collaboration Solutions are not owners of identity, they are consumers • No password change or enforcement capabilities

• When considering multiple platforms (both premise and cloud) it is important that the primary email address matches across all platforms, including discovery addresses on Cisco cloud platforms!

• Single Sign-On and Edge solutions require unique Discovery ID’s ([email protected]) across the entire portfolio that match in all systems if you want to use all of the auto provisioning and placement tools

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 17 Identity Considerations Why the concern • Communications Manager is capable of ingesting multiple domains, but can only point to two authentication source • All domains should be consolidated into a single digest system for authentication

• Communications Manager has a character limit on the domain field (255 characters) • May require multiple cluster depending on number and length of domains

• For multiple domain situations, Communications Manager 10.5.2 or later is required for Flexible JID

• Cloud integrations with Webex require the user primary email address match all discovery alias

•All users have a globally unique identifier Mobile Workers Teleworkers (GUID) B2B TDM or •All other attributes are defined as variables CMR IP PBX under the user account on the IDP PSTN •Account or Logon Consumers Or •Telephone Number IP PSTN • 10 or 11 digit Third Branch •E.164 Parties Office

•+ Number ID Cloud Analog •Email Address Services Devices •IM Address •SIP Address

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 19 Identity Workflow Agency Microsoft Domains and Services IDENTITY MANAGEMENT ITS, TAX, ETC Top Level Domain (NY.GOV) Cloud Services

Standard Attributes Collaboration Tools Contained in Identity (NY.GOV) • ID – Emp ID or GUID • Account • Telephone # • SIP Address • IM Address • Email Address End User Applications Non Microsoft

• Globally unique user-id should be used (there can be only one bob!)

• Use a SAMLv2 IdP for all your local and cloud systems (Oasis Standard)

• Ensure all data is in your IdP, and ensure that it is correct • Unique discovery address • Telephone Numbers (E.164 or + Number format recommended) • Proper Group Access and Assignment

• IdP must be accessible locally as well as from the internet

Complete Collaboration Solutions

Calling Meetings Team collaboration Contact center

Unified Communications Customer Care Meetings

Cloud Hybrid On-premises

• Call Control and Core Services

• Conferencing

• Applications

• Remote Access

#CLUS TECCOL-2982 Call Control and Core Services What is a Cluster

A CUCM cluster is the brains of the premise-based call control platform, made up of: • 1 Publisher (only one publisher per cluster) • Standard Cluster - Up to 8 subscriber nodes supporting up to 40K (1:1) or 80K (No Redundancy) SIP/SCCP encrypted/non encrypted devices • Mega clusters of up to 16 subscriber nodes supporting up to 80K (1:1) or 16K (No Redundancy) SIP/SCCP encrypted/non encrypted devices (requires design review by support) • Additional nodes for TFTP and media services can be added and recommended in clusters over 1250 devices

• Latency between campus deployed nodes should not exceed 15ms

• Latency between wan deployed cluster nodes should not exceed 80ms

• Latency between end user devices and centralized services should not exceed 150ms • Any device that exceeds more than 200ms can experience issues such as delay-to-dialtone or increased media cut-through delays

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 27 Call Control Architecture and Deployment Models: Simplification • Recommendation: Centralized Call Processing Model (Single Call Processing Cluster) • Full-Mesh Distributed Call Processing Deployment Model (Multiple Call Processing clusters) may be required. This model is based on multiple iterations of the Centralized Call Processing Deployment Model

IM&P UCM IM&P UCM IM&P UCM

Branch1 Branch2 Branch1 Branch2 Branch1 Branch2

• Single call control for voice, video, IM&P • Collaboration-friendly dial plan which makes easy to add video to voice, IM&P to voice and video • Simplified deployment model, design, dial-plan, video, IM&P integration, sizing, etc. • Modular architectural approach which enables better scalability • Add additional services avoiding re-configuration costs

• Multiple Domains • Because many of the systems are not multi-domain capable for all functions and not all customers can deploy an IdP or consolidate domains

• Risk Averse Lines of Business • If you have critical business services that cause you to not upgrade on normal schedules because of fear of change or business impact

• International or High Latency Links • Any time latency between sites exceeds recommended deployment guidelines for real time communications or database replication

• Alpha clusters for user acceptance and testing – HIGHLY RECOMENDED

• A CUCM cluster and a SME cluster use exactly the same software

• A CUCM cluster is typically used to register phones

• A SME cluster is typically used as a platform for Trunk and Dial Plan aggregation

• Both CUCM and SME support Voice, Video, and Encrypted calls

CUBE CUBE CUBE H323 Trunk MGCP Trunk SIP Trunk

• Centralized Dial Plan • Mobility Features

• Globalize and Normalize the called • Offer Single Number Reach and calling numbers used by al leaf functionality to devices on 3rd Party systems UC systems

• Mange overlapping number ranges in • Offer Extend and Connect Leaf systems functionality to devices on 3rd Party UC systems • Configure “find me” call routing using Route List and Route Groups • Normalization Scripting • Re-route calls via PSTN when the • Allow you to modify inbound and device cannot be reached via IP path outbound SIP message and SDP • PSTN trunk consolidation and body content – simplifying dynamic re-routing interoperability with 3rd party UC systems

• Extension Mobility Cross Cluster • Inter-Cluster Lookup Service (ILS)

(EMCC) • Allows CUCM to learn about remote • Public Space Phones clusters without the need for an administrator to manually configure • Contact Center Agents connections between each cluster • Hoteling • ILS URI Replication feature enables ILS to exchange directory URI catalogs with the • TFTP (proxy TFTP Server) other clusters in an ILS network. URI • Allows all endpoints to point to a single Replication provides support for intercluster TFTP server and be redirected to the URI dialing correct “home server” for config and registration • RSVP Agent

• Allows local vs. home cluster media • PSTN Access resources for EMCC devices • PSTN Access for all cross cluster members • Location Bandwidth Manager (LBM)

• Allows for full-mesh replication of their cluster topology #CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 33 Communications Manager Architecture The center of the collaboration experience • All current and capable shipping endpoints register to CUCM • Soft-clients, Personal Endpoints, and Room Systems register here!

• Single SIP domain (cluster wide setting)

• CUCM is first and always is a directory number-based system

• Always use FQDN • Put Hostnames, DNS servers, and Domains on systems when upgrading or installing • Install certificates on all internal and public facing systems (use a trusted CA, not self-signed or internal CA) • Turn ON Encryption on all UC infrastructure!!

• Best and most important tools for dial plan design: • Pencil • Paper • Whiteboard • Dial plans are not a new concept

• IP did not change the fundamentals of dial plan design

• Dial Plan recommendations are not a monolith • Take what you need • Keep it simple!

• Mapping from dialed destinations to connected endpoints

• Concepts that are part of dial plans • user input • mapping of user input to routable format (transformations) • routing / routing restrictions (class of service) • call presentation • numbering plans 1234

84961234

routing User dials 1234 84961234

• Dialing habits are the common ways a user dials a number • Different formats for types of destinations • colleague next door – 4XXX four digit dialing • local, national, international – 9-7D, 91-10D, 9011-E.164, +E.164 • Inter-office (abbreviated on-net, forced on-net) – 8-7D • Voicemail – 4000 special intra-site dialing • Emergency – 911, 112, 110, 000 • other services • Especially external dialing habits are country-specific • 9 or 0 for outside line • Format of national numbering plan (fixed/variable length etc.)

• Dialing habits for local, national, international calls are typically given/agreed upon based on a given domain/country

• In addition need to agree on how to dial: • Private numbers (on-net) • Intra-Site • Services (voicemail, meet-me, call park, pick-up ...); non-DIDs

• “+” dialing also needs to be supported! • application support • number portability

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 38 Dial Plan vs. Numbering Plan • Dial Plan: from dialed digits (dialing habits) to destinations • Numbering Plan: scheme to number entities (phones and services) • unique number per entity  e.g. (+)E.164, private numbering allows for single numbering domain • overlapping numbering  e.g. unique per site requires partitioned numbering domains (and site-specific partitions/CSS, even w/ LRG) • Recommendation: unique addresses • Benefits of unique addresses • Maintain correct caller ID (think overlaps in forwarded inter-site calls) • Simplified VM integration (unique subscriber IDs)

• Dial plan might support various dialing habits • local call: 9 – number • national call: 91 – number • international call: 9011 – number • abbreviated on-net: 8<7-digits> • +E.164: +E.164 string

• Enterprise Numbering Plan might follow one of the above dialing habits (e.g. abbreviated on-net)

... but does not necessarily have to!

ITU Recommendation E.164 describes National numbering plan left to national the “Numbering Plan of the International authorities telephone service” • documented at • CC: Country Code http://www.itu.int/oth/T0202.aspx?lang=e n&parent=T0202 • NSN: National significant number • US: fixed length, NSN 10 digits • NDC: National destination code • DE: variable length, NSN 4-13 digits • SN: Subscriber number • NDC+SN = NSN: National significant number

• ITU Recommendation E.123 describes the “Notation for national and international telephone numbers, e-mail addresses and Web addresses“ • “+” signifies the international prefix • Example: +14085551234 • Numbers in global directories should be in +E.164 format • global form including country code • leading “+” • no trunk access codes included: +44 (0) 208 1234 1243 is NOT a valid +E.164 number! • universal use • Benefits of +E.164 “Numbers” in dial plans • unique by definition • no overlap with any other dialing habit (“+”)

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 42 + Sign Support What It Is: Concept • +E.164 support includes the use of + to wildcard international access codes AND to avoid overlap between globalized numbers and other ranges (e.g.: calls to India (+91XXXXXXXXX) and NANP toll calls (912125551234) • Supporting the + sign allows UCM-based systems to route calls based on an universal non-site (country) specific format • + can be used in all dialable patterns • DN • Route Pattern • Translation pattern • Most phones support +-dialing: 7925/21 from day one, newer phones starting with phone firmware 9.1.1

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 43 + Sign Support Caveats • 1st generation phones (e.g., 7940/60) do not support + dialing from phone directories

• Unity Connection 9.0 supports +E.164 subscribers • +E.164 alternate extensions, MWIs supported with 8.x

• Emergency responder 10.0 supports +E.164

• Contact Center Express • +E.164 CTI route points and CTI ports (UCCX 8.5(1)SU3) • +E.164 agent extensions (UCCX 10.0 Finesse only)

Video Audio Web Recording and Interoperability Customization conferencing conferencing conferencing streaming

Audio infrastructure Video infrastructure Web conferencing

Consumer Mobile Worker Employee

Customer Supplier

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 47 Cisco Jabber included with Cisco Meeting Server Consistent User Experience Across Broad Range of Platforms and Devices

Desktop Tablet Smartphone • Jabber included with CMS allows for calling into CMS Meetings

• IM&P (chat) services

• Purchase Flex Plan Calling, or CUCM UCL, or CUWL license for point-to-point calls or ad-hoc escalation

• CUCM 12.5 with Smart Licensing required

• Jabber 12.5 provides in

Change Add Remote conference roster list: Layout Participant Participant • Indicates active speaker and presenter • Right Click for Mute/Remove Mute/ Mute/Un Lock/Unlock Unmute Participant Conference • Active Layout Control • Add Participant to call

Active Active Record Speaker Presenter Conference • Record Meeting controls

Single Equal

User selects layout using on Overlay Prominent screen control

One consistent meeting experience from • Cisco Video Endpoints or any standards-based video endpoints • H.264 Constrained High Profile • Smartphone or laptop with Cisco Jabber • Cisco Meeting App (native or with WebRTC compatible browser) • Skype for Business (including O365) • Audio, video, and bidirectional content sharing (RDP) • Maintain the familiar Microsoft SfB experience when scheduling meetings using the Skype O365 plug-in • Skype for Business contact list integration

Key features: • Interop with both Microsoft O365 and Skype for Business on-premises • Seamlessly connects Skype for Business with other video systems • Skype video, audio, and content sharing • Schedule conferences from Outlook SfB plug-in with OBTP* • Bidirectional content sharing (RDP) • Direct Federation • Choice of integration types

Gateway

• Room endpoints and Lync/Skype for Business can call each other and participate with audio video and content

• Skype for Business user can join a Cisco Meeting Server hosted conference

Dual Home Conferencing

• Participants join meetings without changing their user experience

Dial conference address Dial conference address

Skype for Skype for Business Business

Cisco Meeting Server Lync/Skype Front End Skype for Business Standards based video systems Lync/Skype clients

Join by IVR (Skype on-prem) Join by OBTP* (O365) Dual home connection Click to join

Skype for Skype for Business Business

Video Systems Cisco Meeting Server Lync/SfB server Skype for Business Cisco endpoints Skype for Business

• Schedule meeting using the Skype for Business Outlook plug-in without change in process • Cisco endpoints join using OBTP* • Call from any video endpoint though CMS IVR (AVMCU on-prem only) • Participant t roster • Bidirectional content sharing

New with CMS 2.4, additional functionality for Skype participants

• Skype clients can now mute and un-mute SIP endpoints with notification

• CE endpoints will get notifications and green light changes to red

• Non CE SIP endpoints will display onscreen message if muted/unmuted

• Skype recording notification to all video endpoints

Skype plug in

• Users schedule meetings using Outlook and the native Skype plugin. • Join via SfB Join Skype Meeting link or SIP room systems can join by OBTP Lync clients click here • Skype for Business/Lync interop with Office 365 or AVMCU on-prem OBTP with Cisco Join endpoints

Skype plug in

• No additional plugin required • Users schedule meetings using Outlook • Join via SfB or OBTP

• Call from any endpoint via CMS IVR Lync clients click here • Skype for Business/Lync interop with Office 365 or AVMCU on-prem OBTP with Video & Cisco Join CMA endpoints endpoints dial

• Distribute live stream to a third-party Recording video portal over standards RTMP Options • Recorder configurable to 1080p/30fps resolution Audio only • Recordings pushed to NFS server as Recorder Streamer standard MPEG-4 files for distribution 720p video • Recording and streaming included 1080p video with single recording license • Each recording/streaming port can be Network File Server rtmp://xxx/xxx used for recording or streaming (NFS)

Establish your brand • Choose background image • Add on screen text • IVR voice prompts • Customize invitations • Localization now included

Tailor the user experience • Define meeting host and guest role entitlements Branding now included with CMS 2.4+ • Customize meeting controls

New with CMS 2.4 additional customization improving the user experience Pane Placement API

• Designed for meetings with a strict CEO Smith CFO Jones hierarchy and disaster recovery • Places and locks participants in a set location • Leaves a blank space if a participant is CIO Brown not present Name Label API • Manually set/change name labels of participants in the meeting

• Preserve the user experience as meetings scale seamlessly across servers in one or more locations • Each user is connected to their local server; bandwidth is optimized between servers, reducing costs • Servers can be deployed in redundant configurations, enhancing resilience • Support for call bridge groups reduces distribution links and optimizes hardware use in the datacenter

Features North APAC America • Co-location redundancy • Different location redundancy CMS CMS

• Up to 24 call bridge servers per cluster CMS CMS • If more than 8 servers, requires Cisco BU design review prior to deployment • Licensing provides entitlement for all call bridges in the same cluster APAC1 APAC2 NA1 NA2 NA3 NA4

North APAC EMEA Features America

2-6MB 2-6MB CMS CMS CMS • Ability to add servers with increased Max 9 PIP Max 9 PIP meeting usage

CMS CMS CMS • Multiparty Licensing allows for deploying as many servers as needed per cluster • Efficient resource management

• Effective bandwidth utilization in meetings APAC1 APAC2 NA1 NA2 NA3 NA4 EMEA1 EMEA2 EMEA3 across sites

1.5 Mbps x 2 1.5 Mbps x 4 1.5 Mbps x 3

North APAC EMEA America

2-6MB 2-6MB CMS CMS CMS Max 9 PIP Max 9 PIP

Features CMS CMS CMS • Server resource geographical distribution • Preservation of meeting experience while saving WAN bandwidth APAC1 APAC2 NA1 NA2 NA3 NA4 EMEA1 EMEA2 EMEA3 • Flexible license management across all servers in a single cluster 1.5 Mbps x 2 1.5 Mbps x 4 1.5 Mbps x 3 [email protected]

NA1 EMEA3 NA2

APAC1 NA2 AMEA1 AMEA2 APAC1 NA2 AMEA1 AMEA2 APAC1 NA2 APAC2 NA4

Cisco® Meeting Server 1000 Cisco® Meeting Server 2000

Get started with video: • Up to 96 simultaneous HD calls per server When you need more capacity: • Up to 450 participants per meeting • Up to 700 simultaneous HD calls per server • Can be clustered for scale • Up to 450 participants per meeting • 3000 max audio calls per call bridge* • Can be clustered for scale - Product ID: CTI-CMS1KM5-BUN-K9 • 3000 max audio calls per call bridge* - Based on Cisco UCS C220 M5 • Product ID: CTI-CMS-2K-BUN-K9 • Runs on VMware • Based on Cisco UCS 5108 and B200 blades • Bare-metal hardware with no virtualization

B2B-Video Microsoft Interop SfB: on-premises • Expressway required for O365 & B2B • Expressway between CMS and SfB Front End servers on-pre, X8.11.1 recommended Internet Jabber Expressway-C Expressway-E CMA WebRTC CUCM • X8.11 now supports port 443 TCP calls CMA WebRTC CMS Edge* CMA thick app* CMA App* • Requires CMS Edge

CMS Cluster CMS H.323 Gateway O365 • End of software maintenance support, use Expressway for H.323 interworking

Cisco Meeting Server leverages Call Bridge groups to optimize scale and reduces the number of distribution links between call bridges

• CMS 2.1 Call Bridge Groups for Without Call Bridge groups inbound SIP calls with CUCM registered endpoints CB • CMS 2.2 added outbound SIP calls group • CMS 2.3 added CMA calls • CMS 2.4 and Expressway 8.11 adds

Expressway registered endpoints With Call Bridge groups

Manage active Cisco Meeting Server meetings for white glove operator services

• All active meetings displayed • View and control participants layout, mute, add/drop, start recording/streaming, and video/audio stats from CMS bridge • Dual servers for redundancy • Up to 25 operators, 1 or more clusters

Included with CMS licenses

Executive sample meeting

New controls with 1.1 release

• Mute/unmute all, selected, mute on entry, identify active speakers, filter meetings • Place prominent speakers on screen with make important controls

Included with all existing CMS licenses

• View Telepresence Management Suite scheduled conferences • Today’s scheduled TMS meetings • Shows scheduled start/end time

• Additional meetings filters

• Link to TMS to modify Meeting

CMM move participant • CUCM SIP endpoints only • Not supported in Dual Homed conferences • CMA app or Expressway registered not yet supported

Move conference participants • Via CMM • Via API

Cisco Meeting Management API+CDR Admin Portal & LDAP Dashboard HTTPS

TMS Meeting CMM1.1 Manager for Operators

Expressway or VCS

UCM Cluster

Cisco Meeting Server Cisco Meeting Server cluster cluster • Meeting Management Server required •Second server for redundancy (optional) • Admin Portal and Meeting Manager via common browsers (IE, Chrome, Firefox, Active Directory/LDAP Safari)

• Secure Messaging • No chance of forwarding a secure voice message • Securely streamed from Connection appliance (Message never leaves Connection)

• Secure Delete

• SE Linux enabled

• Disaster Recovery with Full data backup and restore

• Federal Information Processing Standards (FIPS) • Version 11.5(1) Incorporates FIPS Compliant Libraries

• Joint Interoperability Test Command (JITC) certification • Version 11.5 (1) JITC Certified and on APL

• LDAP user synchronization

• Single Inbox

• Partner-based Integrations • Google Mail, Domino, etc… • PIMG/TIMG Integrations

• VPIM Support

• Multiple phone systems supported simultaneously • Cisco UCM-SME allows for centralized deployment

• Rest-Based APIs allow for custom development

• Supports Exchange 2016, 2010, 2007 and 2003

• Microsoft BPOS-D and Office 365 (8000 supported 11.5.(1))

• Google Mail via Donoma Software

• Domino integrations • Intelligent Notifications (Unity Connection 9.0 and later) • Donoma Unify (Partner Solution) • Esnatech CloudLink (Partner Solution)

• Synchronization with users in Active Directory 2008/2012/2016 11.5(1), 12.X Active/Active Cluster • No schema extensions necessary Server Pair • One-way synch of user data from LDAP (read only) • Distribution Lists and Contacts not supported

• Up to 20K users can be synchronized and authenticated Active Directory per server/cluster 2008/2012/2016 • Filters supported per synchronization agreement Stand-alone Server • Directory integrated users, standalone users, and CUCM AXL users can co-exist on Unity Connection server

• Standalone and AXL users can be converted to directory integrated users Active Directory 2008/2012/2016 • LDAP/AD Synchronization is NOT required

• Up to 20,000 users and 250 ports per server

• Active/Active Redundancy over LAN/MAN/WAN (up to 500 ports)

• 100,000 users across 20 digitally networked nodes

• VPIM Networking (100 locations, 100,000 users/contacts) • Blind addressing doesn’t count against contacts

Guaranteed bandwidth with no steady-state congestion: –For 50 voice messaging ports on each server—7 Mbps For more than 2000 users and/or more than 80 –For 100 voice messaging ports on each server—14 Mbps milliseconds of latency, see Design Guide. –For 150 voice messaging ports on each server—21 Mbps –For 200 voice messaging ports on each server—28 Mbps –For 250 voice messaging ports on each server—35 Mbps Exchange Network Exchange Unity Connection Mailbox Server Active/Active Cluster

Bandwidth/Latency CUCM Cluster

CUCM Cluster

WAN Main Office or Primary DC Branch Office or DR DC

Clustering over the WAN with Single Inbox Guaranteed bandwidth with no steady-state congestion: doubles the bandwidth requirements if –For 50 voice messaging ports on each server—14 Mbps Exchange is only accessible over the WAN –For 100 voice messaging ports on each server—28 Mbps connection –For 150 voice messaging ports on each server—42 Mbps –For 200 voice messaging ports on each server—56 Mbps –For 250 voice messaging ports on each server—70 Mbps Exchange Network Unity Connection 2/2 Unity Connection 1/2

Bandwidth/Latency CUCM Cluster

CUCM Cluster

WAN Main Office or Primary DC Branch Office or DR DC

Writeable DB Proxy to Primary

Up to 250 Ports Up to 250 Ports

Heartbeats

Database

Primary Secondary Messages

Security and Certificates

Up to 20,000 Users

Access to all User Interfaces (TUI, VUI, IMAP, Admin, etc…)

• With every new CUCM and BE6000/7000 starting with 9.1, the Informacast Paging Software OVA is included with all shipments.

• Existing customers on CUCM 8.X and newer will be able to download Informacast Paging Features from the CCO access with a valid ESW Contract.

• ISO includes OVA for VM Deployment and production documentation as well.

• Fully supported as a Co-Resident virtual server alongside other Cisco approved voice applications.

• Limited functionality included in the basic licensing model. Advanced notification licensing can be purchased to un-lock the full features of Informacast.

• 60-Day trial of Advanced notification is available to determine if it’s a need for the environment.

• Point to Point and Group Live Audio Paging to/from Cisco Phones

• Unlimited Group/Zones of endpoints as configured by admin

• Maximum of 50 endpoint devices per group

• Paging between sites is supported (Multicast over WAN)

• Pre-Recorded/Scheduled Broadcasts (bells, shift changes)

• Notification to Jabber (XMPP)

• Notification to Social Media

• Communication with mobile and remote users

• Triggered notification to/from other systems – M2M input/output (panic buttons, door locks, lights, etc.)

• Integration with existing overhead paging systems

• Text and Audio to Cisco IP Phones and other endpoints

• Broadcast to IP Speakers

• Legacy paging integration with existing overhead paging systems

• 911/Emergency call monitoring/alerting/recording

• Weather and CAP Based Alerts

• Dynamically-triggered conference calls

• Notifications to desktop and Digital Signage

• Two methods of Page #1 Group communication – CTI and A Page #2 Group SIP Multicast Enabled B • Services required for backend connectivity – Virtualized Deployment Model- 1 VM per App SNMP and AXL Unity Paging UPM CCX IM&P VCS Plus other CUCM CXN Apps.. SIP Trunk • Phones require the or CTI Comm.

following features – HTTP AXL/ SNMP (web server) and RTP Multiple Apps can run co-res depending on virtualized server platform (BE6K, UC on (Multicast) UCS, etc.) Multicast Enabled Paging Originator

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 93 On-Premise – IP Speakers Direct Support in Informacast • Speakers must be supported in Informacast • Manufacturers included Atlas Sound, Advanced Network Devices, Cyberdata, and Valcom, Algo.

• There are many styles/models of Speakers • Most are POE based, Single connection and require Class 3 Power over Ethernet • Some are One-Way, Some are Two-Way and some support dual registration with CUCM as a SIP endpoint for direct calling (Enhanced User connect license needed) • Outdoor, Indoor, Indoor with Display, Indoor with Display and Strobe, Ceiling Tile • More Information: IP Speaker Information

• Connect to existing Amplifiers with a Zone controller, which provides a line level output to existing over head speakers.

• Singlewire Mobile notifications, subscription based

• Additional SMS and Phone dial out notifications via Cloud based options

• Notify users desktops, notify them via Jabber IM, or Webex

• Link to digital signage

Rich, Real-time Collaboration with Cisco Jabber® Platform

All-in-one UC application Collaborate from any workspace . Presence and IM . PC, Mac, tablet, and smartphone . Voice, video, and voice messaging . On-premises and cloud . Desktop sharing and conferencing . Integration with 3rd party productivity tools

When planning a Jabber deployment, domain configuration can be confusing. DNS Domains User Address Domains Service “Discovery Domain” Voice/Video Domain (SIP) Voice_Service “Discovery Domain” Presence Domain (XMPP)

UC Manager DNS domain Email Domain (SMTP) Expressway DNS domain Directory Domain (i.e. AD)

DNS SRV lookup _cisco- Inside firewall DMZ Outside firewall uds._tcp.example.com (Intranet) (Public Internet) ✗ Not Found

Collaboration DNS SRV lookup _collab- Services Public DNS edge._tls.example.com Unified CM Expressway Expressway expwyNYC.example.com C E ✓

TLS Handshake, trusted certificate verification

HTTPS: get_edge_config?service_name=_cisco- uds&service_name=_cuplogin

Services Domain

Edge Domain

UPN from AD can be used to seed Service_domain search

Enhanced Diagnostics tool now provides support for contact sources testing

Ctrl-Shift-D Show Diagnostics Ctrl-Shift-C Show Contacts tool

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 101 Jabber Chat Phone Mode Remote Access Multi-line Single Number Android Auto Bots SDK with Contacts Policy (MRA) Reach Support

Import Local UX Additional Biometric Jabber Softphone Outlook Calendar contacts (Mac) Enhancements Emoji Authentication for VDI integration (Mac)

Wireless Location Schedule Meeting HCS SNI New Device & New Headset Other Awareness (Windows) Support OS Support Support Enhancements

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 102 Jabber Release 12.5 Themes User Experience Configuration • Web Config of XML files • New UX design • Configuration publishing • Updated Iconography • Group based configuration • Cross product alignment

Messaging Calling • team messaging mode • SIP OAuth support • Webex team messaging • Simplified Encryption config • Message persistence • ICE/Optimized media routing

Conferencing/Share Devices & Accessories ` • ActiveControl • Cisco Headset F/W update • User defined layouts • New Mobile device Support • Enhanced Sharing • New Chromebook Support • New Messenger Share UX

• Jabber 12.6 is now shipping which includes the following enhancements • Enhanced Meeting experience • Team messaging mode for Mobile • Desktop features extended to virtual desktops • Plus more….

• Flexible operating modes means a organisation can configure the Jabber client for their needs…

IM Only Desk phone Soft Phone Full UC Team messaging

• Jabber 12.5 provides a new operating mode optimized for “team messaging”……

On-premises Cloud

Jabber Webex Teams

• New Jabber operating mode (single installer for all operating modes)

• A subset of Webex team messaging features are delivered by Jabber (XMPP not used)

• Persistent 1:1 messaging

• Space support

• File support

• UC Manager / HCS rich call control features

IM&P/Messenger replaced by Webex team messaging, calling Webex services provided by On Premise or team messaging HCS service

Messaging Service UC Manager/HCS

Presence Service Unity Connection

Contacts Service Corporate Directory

Cisco Jabber Mobile Remote Access

Webex Teams Client team messaging Expressway UCM/IM&P service Connector cluster

Jabber Jabber Native registration Teams Client Client Client to Webex team Messaging platform

….Simple answer is NO, • Jabber/Webex team messaging interop is a XMPP/team messaging gateway team messaging mode is a Jabber native service provided on Expressway registration to Webex team messaging platform

• Jabber support in Webex Control Hub

• Service discovery

• Contact Migration

• UC manager profile

Familiar User UC Manager Security and Persistent Reduced Experience based Calling Encryption messaging Infrastructure

Limited retraining Flexible calling Modern secure Persistent 1:1 IM&P, P.Chat DB, required to migrate options with strong platform and group MFT servers no to advanced feature set architecture messaging with longer required messaging search

Calling featured Cisco IP added to Jabber Communicator Contact Centre Jabber continues to Features be Cisco’s primary on premise client offering Cisco Jabber

Technology Team Messaging Exchange CUCM calling Cisco ActiveControl Meeting added to Jabber App

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 112 On Premise Calling with Team messaging Jabber with XMPP Messaging, Phone only mode including new CMS meeting, IP communicator features etc

On Premise Path

Jabber with team messaging hosted on Webex platform and UC Manager calling features Team Messaging Technology Team Messaging Exchange CUCM calling

Migration to Migration to Team App Team App with On premise calling

Jabber continues to be Cisco’s primary on premise App offering Cisco common UX across On Premise and Cloud App offerings

Technology Team Messaging Exchange CUCM calling

Cloud

On-Premises

• Cisco Prime Collaboration Provisioning • Single point of Move/Add/Change Mechanism • LDAP is Required • Single pane of Glass and Multi-Levels of Administration (Help-Desk) • Template and Service Area Based • Start with Prime Provisioning, overlay on existing system can take more time • Auto-Provisioning from LDAP, User Portal • Virtual Server, with mutltiple sizing based. Linux based deployments

• Cisco Prime Collaboration Assurance and Analytics

• Prime Collaboration Assurance • The former “Operations Manager and Service Monitor” • Assurance for one Cluster is included with all CUCM 10.X and above deployments • Analytics is a cost per “device” • Red light/Green light view of the voice and network portion • Great intermediary between the CUCM and a overall management platform.

• Prime Collaboration Analytics • Call quality and MOS score tool • Can actively provide analytics during call (1040 probe required)

• Cisco TMS • Video Management and booking engine • Manage VCS/Expressway Health, Call Records, Issue management • Manage Endpoints, booking of Endpoints, booking of Bridging resources • Live View of conferencing resources, ability to add/remove users in a live conference • Multiple Extensions to enable Exchange resources booking, API integration, Provisioning for Endpoints/Jabber for Telepresence (MOVI). Third party bridging and endpoint support available as well (check the compatibility matrix) • Start with Prime Provisioning, overlay on existing system can take more time • Auto-Provisioning from LDAP, User Portal for simple scheduling. • WebEx CMR and CMR-Hybrid booking mechanism

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 119 Remote Access Expressway Solution Overview The Collaboration Landscape Enabling Connection of Any Users to Any Services Through Any Network

Mobile & B2B Cisco Webex WebRTC Video Call Remote Cloud Services Guest Video Control & Access Interop

Specs Based CE1200 Appliance Virtual Machine Support

Reserved Disk OVA Size vCPU NIC(s) RAM Space Product -C -E 2 x 1.8 Line Small 4GB 132GB 1Gb GHz Expressway EXPWY-1200-K9 EXPWY-1200-K9 2 x 2.4 Medium 6GB 132GB 1Gb GHz VCS No Support No Support 8 x 3.2 Large 8GB 132GB 1Gb GHz • Bare metal – no hypervisor • UCS C220 • Solution for customers with security policies that do not allow VMware in the DMZ

Server Cluster

Audio Only Audio Only Platform Registrations Video Calls Registrations Video Calls Calls Calls

CE1200 5,000 500 1000 20,000 2,000 4,000

Large OVA, 2,500 500 1,000 10,000 2,000 4,000 CE1100

Medium OVA 2,500 100 200 10,000 400 800

Small OVA 2,000 75 150 2,000 75 150 (BE6000 M5)

X8.10 introduces large-scale capacity on Large OVA and EXPWY1200 with only 1Gbps NIC

• Cluster up to 6 Expressways for scale and redundancy New • Clustering latency up to 80ms RTT

• Expressway E and C node types cannot be mixed in the same cluster

• Deploy equal number of peers in Expressway C and E clusters (this applies to most Expressway deployments but is not critical if Expressway is handling local registrations)

• Deploy same OVA sizes or appliances throughout cluster

• Customers can deploy multiple clusters for the same domain

Business to Business Consumer to Business Interoperability Gateway Calls Calls Calls

Firewall Traversal Calls Jabber Guest Calls i.e. intradomain MSFT consume 1 x RMS on consume 1 x RMS on interop calls, consume 1 Expressway E Expressway E RMS on Expressway C (includes MSFT B2B Gateway calls)

Registered Calls (no RMS required) Calls between endpoints registered to Cisco Call control services Calls to Cisco conferencing infrastructure or cloud services Cisco Meeting Server WebRTC

• Calls from MRA endpoints or endpoints registered locally to Expressway are classified as Registered calls

• Calls to/from Webex cloud are classified as CMR Cloud calls

• “Registered” & “Cloud” calls do not consume Rich Media Session licenses, but do count against the overall system capacity

Internal Network DMZ External Network

DX70, DX80

Internet Room, MX, SX, EX, C UCM Expressway-C Expressway-E Series TelePresence Endpoints

8811, 8841, 8845, 8851, 8861, 8865

7832 & 8832 7811, 7821, 7841, 7861

DNS SRV lookup _cisco-uds._tcp.example.com

Private Network DMZ External Network ✗ Not Found

Internet DNS SRV lookup _collab-edge._tls.example.com

UCM Expressway-C Expressway-E Public DNS ✓ expwy-nyc.example.com

Jabber allows for a secondary domain to be used TLS Handshake, client authenticates for edge service discovery. Expressway-E certificate The “VoiceServicesDomain” can be provided in jabber-config.xml (from TFTP or Messenger cloud), HTTPS: or bootstrapped into client via MSI, or get_edge_config?service_name=_cisco- ciscojabber://URL provisioning uds&service_name=_cuplogin

• collab-edge record needs to be available in public DNS • Multiple SRV records (and Expressway-E hosts) should be deployed for clusters • cisco-uds record needs to be available only in internal DNS

_collab-edge._tls.example.com. SRV 10 10 8443 expwy1.example.com. _collab-edge._tls.example.com. SRV 10 10 8443 expwy2.example.com.

_cisco-uds._tcp.example.com. SRV 10 10 8443 ucm1.example.com. _cisco-uds._tcp.example.com. SRV 10 10 8443 ucm2.example.com.

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 134 Expressway-E certificate requirements DX, 78XX, 88XX specific requirements • Trust model based on broadly trusted Public Certificate Authorities DX650, DX70, DX80

• Endpoint firmware includes 135 trusted public root CA certificates

• No option to import and trust other root CA certificates on these 8811, 8841, 8851, 8861 endpoints

• Expressway-E certificate needs to be signed by trusted public CA 7821, 7841, 7861

• Let’s Encrypt is a free, automated, and open Certificate Authority

• Providing X.509 certificates for TLS encryption at no charge

• Includes an automated process designed to overcome manual creation, validation, signing, installation, and renewal of certificate

• ACME protocol (Automated Certificate Management Environment)

• More details at www.letsencrypt.org

• Let’s Encrypt signed certs are compatible with all MRA endpoints

• Compatible with both Expressway server and domain certificates

Cisco.com Example.com

Call sent to server1.cisco.com

Call sent to serverA.example.com

_sip._tcp.cisco.com IN SRV 10 1 5060 server1.cisco.com .SIP, H.323 service IN SRV 50 1 5060 server2.cisco.com .TCP or UDP protocol _sip._udp.cisco.com IN SRV 10 5 5060 server1.cisco.com IN SRV 10 1 5060 server2.cisco.com .Multiple servers in record provide redundancy .DNS SRV records use priority, weight for load server1.cisco.com IN A 10.10.10.1 server2.cisco.com IN A 10.10.10.2 balancing .DNS server needs to be highly available Priority Weight .SIP Options ping for reachability

Unified Internet CM Firewall Expressway Firewall Expressway Signalling C E Keep-alive Media 1. Expressway-E is the traversal server installed in DMZ. Expressway-C is the traversal client installed inside the enterprise network

2. Expressway-C initiates traversal connections outbound through the firewall to specific ports on Expressway-E with secure login credentials

3. Once the connection has been established, Expressway-C sends keep-alive packets to Expressway-E to maintain the connection

4. When Expressway-E receives an incoming call, it issues an incoming call request to Expressway-C

5. Expressway-C then routes the call to Unified CM to reach the called user or endpoint The call is established and media traverses the firewall securely over an existing traversal connection

2. Expressway-C initiates traversal connections outbound through the firewall to specific ports on Expressway-E with secure login credentials

3. Once the connection has been established, Expressway-C sends keep-alive packets to Expressway-E to maintain the connection

4. When an endpoint behind Unified CM places a SIP URI call to a domain unknown by the Unified CM dial plan, the call is routed to the Expressway-C

5. Expressway-C then routes the call to Expressway-E to reach the called user or endpoint The call is established and media traverses the firewall securely over an existing traversal connection

Does whole URI Does RHS Does whole URI no match one in the no no match a no Is LHS numeric? match one in Block call CSS and URI SIP Route ILS? table? Pattern?

yes yes yes yes No match

Route using SIP Route based on Route/block route patterns RHS to based on Offer call based on routing Expressway C existing numeric string provided rules by ILS (see next slide) Note: Assume only [email protected] is in URI table, Fallback for alpha-URIs not 1) alice@CUCM IP address will not route. 2) alice@CFQDN will not route local and not found in ILS! e.g. default routing user @ example.org

left-hand-side (LHS) right-hand-side (RHS)

DMZ

Unified CM EXPCTRUNK Internet

Expressway Firewall Expressway Firewall Public H.323 Endpoint C E 126.126.126.126

1. User srogers dials the SIP URI 126.126.126.126@ip (RHS can be any keyword) DN:\+14085552001 2. Matches Unified CM SIP Route Pattern of * and routes to EXPCTRUNK device. [email protected] 3. Expressway C matches the URI with pre-search transform that strips the RHS @ip and forwards the call to Expressway E. 4. Expressway E matches identifies the destination as an IP address and forwards to the IP Address Zone and sends the call to the destination IP of 126.126.126.126.

Internal Network DMZ External Network

Internet

Expressway-C Expressway-E

H.323 Gatekeeper & SIP Registrar providing standards- based interop and video support for Cisco & 3rd party endpoints SIP signaling H.323 Signaling

• Beginning with X8.11 Expressway-E will support local SIP and H.323 video registration • Expressway-E no longer required to proxy SIP registrations • Allows for remote H.323 registrations • Local SIP and H.323 registrations allowed on Expressway-C since X8.9 • UCL Enhanced License enables SIP Desktop Endpoints (DX70/80, EX60/90) • TP Room System License required for all other systems including 3rd party and H.323 • Same option keys (Room System, Desktop System) used on both Expressway C & E

Organizations with Skype™ for Internal Network DMZ External Network Business on premises

Internet WebEx Expressway-C Expressway-E IM&P Messenger Cloud

XMPP Standards Organizations SIP based XMPP service with Cisco Collab

One cloud platform

One core experience

One brand name

• Connectors

• Messaging

• Meetings

• Security

• Calling

#CLUS TECCOL-2982 Cloud Connectors

On-Premises Directory Synchronization Windows

Microsoft AD

Enterprise Directory: Directory Connector is the integration point for user identity HTTPS Identity/SSO Cisco Webex Active Directory Directory Connector

 Directory connector integrates with AD to retrieve user information to sync with the identity service, and specifies the Active Directory synchronization agreement and attribute mappings

 Customer installs Directory Connector in its network on a Windows Domain server (Windows Server 2003, 2008 R2, 2012, 2012 R2, 2016) with administrative user privilege

 Directory Connector supports Single Forest, Multi-Domain and Multi-Forest, Multi-Domain

HTTPS HTTPS Identity/SSO System for Cross-Domain Cisco Webex Identity Management https://www.simplecloud.info

 Simplified user provisioning and lifecycle management  Enterprise Authentication via enterprise standard SAML IDP or industry leading IDaaS vendors  API Security - OAuth 2.0 provides API security for integration with third party SaaS providers

Calendar Connector Windows

Microsoft AD

Users can use either @webex or @meet in a calendar scheduling invite, not both.

@webex will backfill the users personal room information into the calendar invite (seen here)

@meet or will utilize the Cisco Webex Teams space information when populating a calendar invite, or create a new space (next page).

There are also modifiers :space and :myroom

Desktop Mobile

Cloud Registered Room Device Bookable Resource

Desktop Before Meeting Touch 10

Cloud Registered Room Device

On-Screen Desktop During Meeting Display

There Was ONLY One Client

The Cisco Webex™ application simplifies teamwork by making communication seamless. Send messages, share files, and meet with different teams, all in one place.

Making Teamwork Simpler.

Unlimited Persistent and secure Face-to-face meetings Superior business-class virtual rooms messaging and file sharing with screen sharing experience

Pull Everyone Together Simpler Way to Work With All Your Teams

Start collaborating with Work together in unlimited virtual Connect your mobile calendar to create anyone by simply adding rooms that you can easily access a Webex room for upcoming calendar their name or e-mail through a searchable, sortable list entries. Join virtual meetings, including address WebEx meetings, in a single tap.

Consistent and Easy- Add Files Quickly Scan Get Caught Up to-Use Experience on Even While Mobile Shared Files Quickly Every Device

Share a photo or add a file See files instantly without Review previously shared Cisco Webex for: directly into your rooms a download to get to the messages and files at any • iPad and iPhone important information fast time • Android • Web • Windows • Mac

Choose Your Client

”And NOT Or”

• • • • • •

Make it easy for users to integrate Cisco Webex with the apps they love and give developers tools to transform collaboration experiences.

Native App Integration Platform Integrations Services APIs / SDKs

Teams unify workstreams Power-users Developers accelerate in a click create their own apps the value of Webex in in minutes their environments

‘Your App’ Now with

GET Cisco Collab!

/People POST /Memberships PUT /Rooms DELETE /Messages

/Webhooks

Meetings WebexMeetings Designed to deliver the best meeting experience in the industry Video-first user interface New desktop, mobile and web apps Integrations

#CLUS TECCOL-2982 Meetings Focus

• One meeting, chose your client

• Consistent in-meeting experience

• No migration

• The Teams advantage • Asynchronous communication • Persistent content • Hardware integration • Smart lobby • Multi-stream video

Cisco Webex Teams Cisco Webex Meetings

Unified participant lists, controls, Stay in the Webex Teams app to Designed for simple recording host Webex Meetings customer evolution

Modern video-first experience, New in-meeting control bar Simplified dashboard everyone can be seen no matter with one click to the most provides single view of your how they join common tools Webex meeting capabilities

One click to start or join Integrated calendar Proximity for device pairing and content share

Message Meetings Team tools White board Meeting File share PSTN PMR Scheduling 3rd party integrations OBTP Recording Video

Calling

Reimagined mobile meetings equal Using WebRTC – no plug-ins to host or join a participation meeting

• One Button to Push (OBTP) to join WebEx, Teams or other SIP-based meetings

• Requires Cisco WebEx Teams Calendar services (Exchange, 0365, Google calendar)

• Device selection to join via Deskphone control, WebEx device in proximity or PSTN / TP (dial in / callback)

• One Button to Push (OBTP) on WebEx Shared and Personal Devices

• Start a meeting in your Personal Room

• Jump on someone’s Personal Room or drop the link in a space

• Be notified on WebEx Teams when someone is in your Personal Room lobby

• See who is in the meeting so you can decide when to join! • Easily switch from a meeting to another

• Multitask or locate the file you need to share in the meeting

• Identify who is sitting in the conference room (WebEx devices)

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 180 Get on the same page The cloud-based Webex app lets every team member participate as if they’re in the room together. Share ideas and access all the same tools across mobile devices, laptops and the Webex Board. Every contribution from the team is automatically updated to the Webex room, so you can reach whenever you need it.

Problem Internal • 1:1 meetings use a cloud resource to meet

• Multiparty meetings use a cloud resource to meet WebEx Teams App • Signaling and media go to and from the cloud 2 MB

• Increased bandwidth requirement for the Internet with adoption of Webex Teams Meetings 2 MB WebEx Room Device Internet

2 MB Solution WebEx Teams App

Cisco Hybrid Media Service WebEx Teams App WebEx Teams App

• A little of our cloud on your premises

• Cisco cloud basic meeting capabilities packaged in an OVA for on premise deployment

Video Mesh Node • Ability for any paid WebEx Teams customer to provide local media processing on the enterprise network.

• Customers can deploy media nodes across multiple locations, optimizing media quality within a location and Corporate Network bandwidth across locations

• Automatic overflow from on-premise media node to cloud nodes

• Automatic upgrades of media nodes (upgrade window)

• Single pane of glass for management, resource Hybrid Media Node Hybrid Media Node monitoring and usage metrics

Corporate Network Hybrid Media Node Cascade Link Cisco Collaboration Cloud

Overflow: Cisco WebEx standards based registered devices SIP endpoints and and WebEx Teams Cisco WebEx, standards based app WebEx Teams app, SIP clients or Skype for Business

Overflow: Cisco WebEx On-premise registered Cisco and 3rd-party standards based SIP endpoints and standards Cisco WebEx registered registered devices, devices, and any standard WebEx Teams app based SIP clients based SIP/H.323 endpoints #CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 185 Where do Nodes Go? DMZ

Unified CM Expressway-C Expressway-E

Internet

Hybrid Service TMS CMS Expressway-C

Video Mesh Node Video Mesh Node

Webex Edge Cisco UCM registered IP phones Audio Cisco • Supporting G.711 or G.722 Unified Meeting CM Z Expressway support only • X8.10 or later Expressway C/E • Can use existing Expressway C/E deployment • Audio scale dependent on Expressway deployment and services enabled. Webex site IP Phone • WBS 33.x or higher • Included in Flex, A-WBX and A-SPK SKU need Customer Signaling the Webex Edge Audio package Premises Media Path • Not available on CCA-SP, CCA-ENT or TSP sites. • Requires migration to Webex Audio Site

Requires a signed certification from a Cisco trusted Certificate Authority (CA) #CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 188 Cisco Webex Edge Audio Dial in Signaling Call Flow

Webex Edge Cisco Audio 1. Endpoint dials Webex Audio access Unified 5 number. Meeting CM Z SIP Trunk 2. Cisco UCM matches the number and

2 3 4 routes as +E.164 through SIP trunk to Expressway C/E Expressway-C.

3. LUA script on SIP trunk to Expressway-C

1 Dials Webex Access Number applies transformations required for correct routing to Webex IP Phone 4. Expressway-C sends request to Expressway-E. Customer Signaling Premises 5. Expressway-E routes call to the Webex Media Path cloud.

6. Meeting resources are setup.

Webex Edge Cisco Audio 1. The IP phone sends media to Expressway- Unified 4 C Meeting CM Z 2. The Expressway-C sends media to 2 3 Expressway-E via the traversal zone Expressway C/E 1 3. The Expressway-E sends media to the Webex cloud.

4. IP phone’s audio is mixed into the meeting IP and it hears the other participants. Phone

Customer Signaling Premises Media Path

Webex Edge Webex Edge Audio Cisco Cisco Audio Unified Meeting Unified Meeting CM Z CM Z SIP Trunk

Expressway C/E Expressway C/E

IP IP PSTN Phone Phone PSTN GW

Customer Signaling Customer Signaling Premises Premises

User dials E.164 Webex Access number that does have an User dials E.164 Webex Access number that does not have an associated Edge Audio route pattern in Cisco UCM associated Edge Audio route pattern in Cisco UCM

Webex Edge Webex Edge Audio Cisco Cisco Audio Unified Meeting Unified Meeting CM Z CM Z

Expressway C/E Expressway C/E

IP IP PSTN Phone Phone PSTN GW Customer Customer Premises Premises Media Path Media Path

Meeting SIP PSTN Webex Edge +1.408.555.6713 Audio Cisco

Unified Intern CM Z et

Expressway C/E Call back made to +1.408.555.6713 HTTP to Webex

+1.408.555.4478IP Laptop PSTN GW Phone Client # • Expressway-E configuration in Webex for callback is disabled or inactive Customer • Routing utilizes Webex PSTN connectivity to reach the Premises phone number USA Signaling Media Path

Meeting SIP PSTN Webex Edge +1.408.555.6713 Audio Cisco

Unified Intern CM Z et

Expressway C/E Call back made to +1.408.555.4478 HTTP to Webex

Meeting PSTN Webex Edge +1.408.555.6713 Audio Cisco

Unified Intern CM Z et

Expressway C/E Call back made to Unregistered +1.408.555.4478

+1.408.555.4478IP Laptop PSTN GW Phone Client # • IP Phone is unregistered to Cisco UCM • Cisco UCM reroutes the call based on configuration (call Customer forward unregistered) to a secondary number which is offnet Premises USA Signaling Media Path

Webex Edge Audio Cisco Unified CM (SME) Intern Z SIP Trunk et

• Session Manager Edition is supported • +E.164 enterprise dial plan to route dial-in and call-back • Inter-cluster routing using ILS/GDPR • Apply LUA script on SME trunk for dial-in • Request and To: URI manipulation • Enterprise dial plan can support arbitrary dialing habits for dial-in • … as long as the number ultimately exposed to LUA Customer script is a valid +E.164 Webex dial-in number Premises USA Signaling Media Path

Cisco Site 1 Webex Edge Meeting Unified CM Audio

Z Intern et exp-amer1.example.com

WAN

Site 2 DNS SRV: Cisco Webex Edge _sips._tcp.edge-amer.example.com Unified CM Audio DNS SRV Records

_sips._tcp.edge-amer.example.com. 60 IN SRV 0 5 5062 exp-amer1.example.com. Z _sips._tcp.edge-amer.example.com. 60 IN SRV 0 5 5062 exp-amer2.example.com.

exp-amer2.example.com • Expressway-E is configured in Webex for callback • +1 is defined in Webex callback settings Laptop Call back made to Client On net IP phone • SRV records along with DNS configuration will determine Customer cluster routing or load balancing Premises Signaling USA Media Path

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 198 Deployment Scenarios Multiple Sites Multisite Dial In PSTN Dials US and Germany +49.6196.773.9002 Germany Webex Access Number Meetin g Webex Edge Webex Edge Cisco Audio Audio Cisco Unified Unified CM CM Z Intern Z SIP Trunk SIP Trunk et

Expressway C/E Expressway C/E PSTN GW Dials Dials +1.408.525.6800 +49.6196.773.9002 US Webex Access Number Germany Webex Access Number IP IP Phone • Requires LUA script applied to the SIP trunk configuration Phone • Off Net participant uses PSTN to connect to Webex Customer • Media traverses Expressway C/E to the meeting for On net Customer Premises phones Premises USA Germany Signaling Media Path

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 200 Multisite Dial In PSTN Dials US, Germany and UK +44.20.8824.0117 UK Webex Access Number Meetin g Webex Edge Webex Edge Cisco Audio Audio Cisco Unified Unified CM CM Z Intern Z SIP Trunk SIP Trunk et

Expressway C/E Expressway C/E PSTN GW Dials Dials +1.408.525.6800 +49.6196.773.9002 US Webex Access Number Germany Webex Access Number IP IP Phone • Requires LUA script applied to the SIP trunk configuration Phone • Off Net UK participant uses PSTN to connect to Webex Customer • Media traverses Expressway C/E to the meeting for On Customer Premises net phones Premises USA Germany Signaling Media Path

Meetin g Webex Edge Webex Edge Cisco Audio Audio Cisco Unified Unified CM CM Z Intern Z et

Expressway C/E Expressway C/E

Public DNS: PSTN GW

Call back # _sips._tcp.edge-amer.example.com. 60 IN SRV 0 5 5062 exp-amer.example.com. Call back # _sips._tcp.edge-emea.example.com. 60 IN SRV 0 5 5062 exp-emea.example.com. PST +1.408.555.4478 +49.6100.773.5678 N IP • One SRV domain per region IP Phone • One SRV record per Expressway-E associates Expressway-E to Phone region Customer • Global Callback enabled on Webex Customer Call back # • Webex routes call back calls to Expressway C/E then to the local +49.6100.773. Premises 8852 Premises Cisco UCM for on net numbers USA • Cisco UCM routes in country PSTN connection for unresolved in country Germany numbers. Local PSTN toll charges apply Signaling • Webex routes call to PSTN for out of country phones (UK) Media Path

Webex Edge Connect

• A direct peering at Equinix data centers • Bypasses the Internet by providing a direct connection1 to the Webex data center • All Webex media traffic traverses the dedicated link providing end-to-end QoS. (VoIP, video, content sharing) • When used with Video Mesh provides a more secure end-to-end experience Webex Edge

1 via a peering agreement with Equinix

(Future)

Colocation Cisco WebEx Locations

1. A cage and router in place at Equinix

2. A paid connection to the Equinix Cloud Exchange

3. Knowledge of BGP Routing Customer Equinix Cisco Webex 4. Public BGP Autonomous System Number Premises Cloud Exchange 5. Public provider independent IP block (ECX) • No RFC1918 addressing (10.0.0.0/8, 172.16.0.0/12, 192.168.0.0/16) • Customer may rent a /29 IP block from Equinix

6. Paid service to Cisco Webex

Equinix Network Details Cloud Exchange 1. Customer orders physical circuit to ECX fabric Layer 1 (1G/10G) 2. Customer provisions virtual circuit to Cisco WebEx using Layer 2 Equinix self-service portal (802.1q) AS13445 3. Customer completes WebEx Customer BGP network questionnaire Layer 3 Network (BGP) 4. Cisco enables BGP connection to the Customer to establish connectivity

Roles and Responsibilities

1. Layer 1 – Physical Connectivity Equinix responsibility:  Physical link provisioning (cross connects) 2. Layer 2 – Ethernet Connectivity  Virtual circuit monitoring reports & support

3. Layer 3 – IP connectivity Cisco responsibility:  Peering provisioning and support

Video Mesh Node local media kept local Video Mesh Node local media kept local

Webex Edge Video Mesh

• Software extends cloud to the premises - media stays local for on-premises attendees Video Mesh Node local media • Cloud simple: managed by & registered to Webex cloud kept local

• Automatic overflow if local capacity is full / unavailable

Webex Edge • Video Mesh is part of the Webex Edge solution Cisco Audio Unified Meetin • Video Mesh functionality is the same, CM g handling the Main Video, Speaker’s Audio and Content being shared by the video ExpresswayZ C/E devices in the meeting that can utilize Video Mesh

Video • Video Mesh communicates directly to Mesh Webex cloud and terminates the media for SIP Cloud Video Registered cloud registered device and SIP video Endpoint Video endpoints for dialing into Webex meetings. Endpoint

Customer Signaling • Webex Teams, Webex registered devices Premises and Cisco UCM registered SIP video Media Path endpoints use Video Mesh. Webex Meeting app or Webex Teams browser does not use Video Mesh.

Webex Edge • Video Mesh and Edge Audio work independently Cisco Audio but are part of an overall solution when Unified Meetin connecting to a Webex meeting. CM g SIP Trunk • IP phones dialing in or call back to the Webex ExpresswayZ C/E meeting use +E.164 numbers and utilize the Expressway to connect to the Webex meeting. (Webex Edge Audio)

Video Mesh • Cisco UCM registered SIP video endpoints, IP SIP Cloud Webex registered devices and Webex Teams Phone Video Registered app dial SIP URIs to the Webex meeting and use Endpoint Video Endpoint Video Mesh for local media processing. Customer Signaling • Webex Meeting app goes directly to the Webex Premises Media Path Cloud.

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 211 Webex Edge Audio, Video Mesh and Connect Cisco Webex Edge Audio + Video Mesh + Connect • Webex Connect is a peering connection to Cisco Webex. Cisco Webex Edge Unified Meetin • g Both Video Mesh and Webex Edge Audio CM can use the Webex Edge Connect peering service to connect media to the ExpresswaZ y Connect Webex Meeting, but it is not a requirement.

Video Mesh • Webex Teams signaling goes via the Internet link and all media goes via Webex SIP Video IP Laptop Laptop Internet Endpoint Phone Client Client Connect.

• Webex Meetings app sends signaling and Customer Signaling media via Webex Connect. Premises Media Path • If the peering connection is not available all signaling and media traffic will flow via the Internet.

Content Server Identity Service

Key Mgmt Service Indexing Service E-Discovery Service

Data Center A Data Center B Data Center C Webex logically and physically separates functional components within the cloud Identity Services holding real user Identity (e.g. email addresses) are separated from Encryption, Indexing and E-Discovery Services, which are in turn separated from Data Storage Services

messagexxxxxxxx

Identity Service Content Server

Key Mgmt Service Indexing Service E-Discovery Service

Data Center A Data Center B Data Center C

Webex logically and physically separates functional components within the cloud Data Services such as Encryption Key Generation, Secure Message Indexing for Data Search, and E-Discovery functions operate in different Data Centers from the Data Center that encrypted content is stored in

[email protected] Identity Service Content Server

Key Mgmt Service Indexing Service E-Discovery Service

Data Center A Data Center B Data Center C

Outside of the Identity Service - Real Identity information is obfuscated : For each User ID, Webex generates a random 128-bit Universally Unique Identifier (UUID) = The User’s obfuscated identity No real identity information transits the cloud

Content Server Identity Service

Key Mgmt Service Indexing Service E-Discovery Service

Data Center A Data Center B Data Center C

Content Server Identity Service

Key Mgmt Service Indexing Service E-Discovery Service

Data Center A Data Center B Data Center C

Secure Data Center Hybrid Data Security

Content Server Identity Service

Data Center A Data Center C

Secure Data Center Hybrid Data Security

Firewall

Content Server Identity Service

Data Center A Data Center C

Secure Data Center Hybrid Data Security

Firewall

Content Server Identity Service

Data Center A Data Center C

Secure Data Center message message Hybrid Data Security

Firewall

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 223 Customer Controlled Security : Key Management Server Federation HDS: Encryption Keys & Users in other Orgs Team Spaces with How do external users from multiple users retrieve Organizations can encryption keys from share encrypted the KMS of the

messages and Content Server Key Mgmt Service Organization that content owns the Webex Teams Space?

messagemessage message message?

Key Mgmt Service Key Mgmt Service

Organization A Organization B #CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 225 HDS: Key Management Server Federation Hybrid Key Hybrid Key Management Servers Management Servers in different make outbound Organizations can connections only :

establish a Mutual Content Server Key Mgmt Service HTTPS, Web Socket TLS connection via Secure (WSS) the Webex Cloud

message message

Key Mgmt Service Key Mgmt Service

Organization A Organization B #CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 226 HDS: Key Management Server Federation With a secure Mutually connection between Authenticated KMSs Key Management can request Room Servers… Encryption Keys from

Content Server Key Mgmt Service one another on behalf of their Users

message message

Key Mgmt Service Key Mgmt Service

Premium subscription Full-featured PBX replacement in the cloud | Common area and standard station options

Webex Teams™ Multi-platform phones Webex® Calling *Included and headsets

Group features Unlimited subscription of auto-attendant, hunt groups, shared call appearances, etc.

Webex Meetings Video devices

Enterprise Common area

• Full-featured business solution • Basic dial tone for common area phones • Full set of PBX telephony features • Limited telephony feature set • Webex Teams™ • No Webex Teams or Meetings • Webex® Meetings (optional) • Appropriate for locations like: • Associated with a person • Lobby • Breakroom • Etc.

• Associated with a place

Webex Teams™ with Standalone Webex® Calling integrated calling soft client app

Control Hub – Org Setting

Enable Drop-down if Calling behaviour set to use Admin setting Launch calling App another calling app

Basic Conference Advanced Video Accessories

Cisco IP Phone 6800 Cisco IP Conference Cisco IP Phone 8800 Cisco 88x5 Series Video Key Expansion Modules Series Cisco IP Phone Phone 7832 Series Phone Headsets 7800 Series Telephony Adapters MPP DECT

Cisco ATA 190 series

Basic Conference Advanced Video Accessories Product Line Room Product Line

UCM APP

Migration firmware Migration license

• All 7800s: Some hardware limitation (pre-CY2016) • Flex plan includes 1 license per user • All 8800s except 8821, 8831, 8851NR, 8865NR • Locked to MAC address • KEMs do not require migration • One-way migration per license • Partial data loss - call history, local contacts

Cisco never supplies the PSTN

PSTN required for all off-net calling and between enterprises

PSTN dial plan supports the E.164 format

Emergency calls and lawful intercept are the responsibility of the PSTN provider

Local Gateway • Enterprise or partner managed edge device for PSTN to PSTN Webex Calling Available Q1 CY19 interworking and legacy PBX interworking (including CUCM)

Bring Your Own • Partner helps enterprise procure and provision PSTN, SIP Trunk via certified SIP trunk provider interworking directly to Roadmap Roadmap BroadCloud

Preferred Media • Partner helps enterprise procure and provision PSTN, Partner (PMP) via pre-interconnected media partner and Control Hub Roadmap Roadmap integrated experience

• Enables a BYOPSTN option for Webex Calling

• Provides connectivity to a customer-owned PSTN service

• May also provide connectivity to an on-premises IP PBX or SBC Access network PSTN Customer site

Local gateway

SBC or IP PBX endpoints

Control Hub portal Defines Local GW for a site, connection Local GW registers parameters generated over SIP TLS using Provisioning Layer conn. parameters from Control Hub

Load Network Balancers Functions PSTN Customer Site Access Call Control Network

Access Peering SBC SBC Local Webex Calling routes all calls to Gateway ‘unknown’ destinations from that Webex Calling Endpoints customer site to the configured Local GW

IP PSTN PSTN

Provisioning Layer TDM

Load Network Balancers Functions PSTN Access Call Control On-premises Network SBC or IP PBX Certificate Peering Access SBC Webex Calling Endpoints SBC Customer Site

Local gateway routes calls coming from BroadCloud to Webex Calling sends calls the PSTN (and vice versa) that do not match the customer’s destinations to the local gateway Internet PSTN

Customer A PSTN gateway may be dedicated or (Existing Local co-resident with PSTN GW) gateway the local gateway endpoints

Control Hub Loc 1 Multiple locations can use the configuration LGW-A same local GW Loc 2 LGW-B Loc 3 One (and only one) local GW must be assigned to each location

Internet PSTN Widgets, Inc. PSTN

Location 1 Location 2 Location 3

LGW-A LGW-B

• Cisco® UCM routes incoming calls • Webex sends calls that do not to local destinations or to the match the customer’s PSTN (per existing dial plan) destinations to the local • Add route/translation patterns to gateway send calls for Webex to local GW • Includes PSTN numbers and (normalized as +E.164’s) UCM internal extensions (unknown to Webex) Internet PSTN

Customer site PSTN gateway Local gateway may be dedicated routes calls coming or PSTN from Webex to UCM co-resident with UCM gateway (and vice versa) the local gateway Local GW endpoints

See Sessions: BRKCOL-2607

Cisco Webex platform Messaging | Meetings | Calling Hybrid Call Service Hybrid Message Service • Call Service Aware • Call Service Connect

Existing Services Hybrid Calendar Service

Creating unique value by connecting on-premises and cloud services

Hybrid Calling

Windows Expressway

Microsoft AD Cisco UCM*

*Includes Business Edition or HCS

Integrates WebEx Teams and Cloud registered endpoints with an existing Cisco call control platform, thus making it possible for users to make and receive calls on their Cisco device or WebEx Teams application using the same dialing procedure as with on-premises registered endpoints.

Conference Room A

PSTN

Melissa

Hybrid Calendar Scheduling

Windows Expressway

Microsoft AD Exchange Cisco UCM*

*Includes Business Edition or HCS

Calendar Service Calendar Service

Expressway-C Cluster

Connector

REST oAuth REST

EWS SOAP

Exchange Office 365

Customer Premises Customer

service Setup service

150,000 users 150,000 IT Admin Admin SetupIT

IT or or Self IT Unlimited users Unlimited

Unified CM Expressway-C Expressway-E

TMS TMS-XE • Device must be managed by Cisco TelePresence Management Suite: • Set up Cisco TMS 15.0 and Cisco TMSXE 5.0 or higher with Microsoft Exchange integration - Cisco Collaboration Meeting Rooms (CMR) Hybrid Configuration Guide (TMS 15.0 - WebEx Meeting Center WBS30) • To make conference rooms schedulable in Microsoft Outlook/Exchange, configure them in XE as if you were using on-premises conferencing - Cisco TelePresence Management Suite Extension for Microsoft Exchange Administration Guide

IM & Presence to Webex Teams Interop based on a Hybrid Services Architecture

Hybrid Messaging Service via Cisco Expressway

Messaging and Presence Interop

Unified Unified Hosted Collaboration Webex Contact Center Contact Center Contact Center Solution Express Enterprise for Contact Center

• Small/Medium • Large Enterprises • Large Enterprises • Small/Medium Business Business • PCCE - 12,000 Agents • Up to 24,000 agents • Up to 400 agents • Native cloud solution • UCCE - 24,000 agents • Partner Hosted • Easy to buy, deploy • Cisco Hosted • Complex deployments and manage Common Licensing with Contact Center Flex Plan

• Who are the Business, Customer Service, and Technical Stakeholders?

• What are the Business and Operational Milestone Dates for System Acceptance and Full Production ?

• What Business Problem(s) are We Solving?

• What Current Customer Service Functionality Exists?

• Does Unified Contact Center Express Meet the Required Functional and Technical Requirements?

• Does the Customer Have all the Required Infrastructure and Unified Communications Applications?

• What is the Exit Criteria for the Completion of the Deployment?

High-availability deployment PSTN PRI/SIP Voice GW PRI/SIP Voice GW VXML HTTPS VXML UCCX DMZ UCCX HTTPS Firewall UCCX Engine HTTP UCCX Engine UIC UIC XMPP SocialMiner HTTPS Finesse S Finesse HTTPS Internet XMPP/HTTP Chat and email Firewall S Chat and email JTAPI JTAPI ICCS ICCS SIP Cisco UCM Cisco UCM SIP HTTPS cluster Supervisors cluster SIP Agents

MEDIASENSECisco Workforce Optimization

• Latency must be 80ms roundtrip between CCX nodes and 300ms between • Finesse® is co-resident with CCX so if the active server goes down, agent CCX and remote agents. sessions will connect to the other node given that Finesse is in service there. • Cisco® Workforce Optimization can be deployed for call and desktop • SocialMiner®, a required component for chat and email, is a single node, even recording, playback, and contact grading. in high-availability deployments, in which case it is configured to communicate • Intelligence Center is co-resident with CCX, so any of the two nodes in with both CCX nodes. When a new contact arrives at SocialMiner, both CCX high-availability mode can handle reporting connections. nodes are notified. Chat and email will be unavailable if SocialMiner is down.

What’s New? • Packaged CCE Unified Admin with UX refresh • Next-generation agent desktop • Simplified business hours control • Scale PCCE to 12,000; UCCE to 24,000 users (24 peripherals) • ECC variable space expansion from 2000 to 6000 • End-to-end security for data in flight via TLS 1.2 • Multi-site supervisors • Enterprise chat and email high availability • Pick/pull/transfer emails with multi-tasking • De-couple auth dependencies from Active Directory Key customer and partner benefits • Modern, consistent UX for agents, supervisors, and admins alike. Insightful productivity gains www.cisco.com/go/ucce • Huge upgrade in scale – high-end reach with live updates • End-to-end encryption for sensitive personal information • Larger communication pipe for smarter routing decisions www.cisco.com/go/pcce • Advanced multi-channel capabilities for multi-modal interactions • Backwards compatibility for phased migrations

Features Benefits

• Packaged deployment for up to 12000 agents • Industry-leading capabilities made simple on Cisco UCS® • Unified web-based administration • Single Pane Of Glass (SPOG) for simplified administration • Speedy deployment • Call routing (CCE) • Simple configuration and management • Call control (Cisco® Unified Communications Manager) • Optional migration to full CCE deployment • Desktop (Cisco Finesse®) • Built-in context enables omnichannel • Self-service (Cisco Unified Customer Voice Portal) customer journeys • Built-in omnichannel (voice, web, email) • Outbound • Reporting (Cisco Unified Intelligence Center [UIC]) • Options: Workforce Optimization (WFO), Customer Relationship Management (CRM) connectors, external historical data server

Features Benefits

• Intelligent any-channel contact routing, self-service • Industry-leading features and flexibility treatment, and open integration interfaces for the • Highly scalable to handle very large contact centers agent desktop and other applications • Built-in context enables omnichannel • Delivery of each contact to the most appropriate customer journeys resource based on real-time conditions, business rules, and agent attributes • Flexible deployment models to enable highly distributed contact centers and agents • Detailed and summary data provided in prebuilt reports and an open reporting database with a • Open interfaces for partner and customer published schema integrations and extensions • Presence integration for knowledge-worker assistance • Integration with third-party Automatic Call Distributors (ACDs)

• Omnichannel contact center solutions

• Predictive analytics-based routing

• Integrated collaboration that increases first contact resolution and customer satisfaction

Contact Center • Deep CRM integrations

• Proven from small businesses through global customers

Social 3rd ACD CRM IVR WFO Descriptive analytics media party • Assesses customer and agent attributes and behaviors that result in best business outcomes Predictive analytics Customer Journey Analyzer • Models what-if scenarios to predict business Real-time Interactive Predictive impact from changes in customer prioritizations, dashboards analytics analytics routing, agent skilling, etc. Analytics-driven routing Customer interaction Agent activity • Dynamically predicts customer needs and matches records records customers with agents’ performance records to Analytics repository meet those needs Voice-of-customer analytics

Predictive analytics • Incorporates voice-of-the-customer insights across channels via integrated speech, text, and desktop analytics Business process improvements

Workforce Management Quality Management WFO Analytics Speech | Desktop

• Forecast and schedule • Gamification • Targeted QM • Historical and real time • Quality evaluation • Escalation management • Dynamic scheduling • Evaluation queue • Improved sales • Intraday dynamic scheduling • Pinpoint evaluation commenting • Customer retention • Automated requests • Screen recording (roadmap) • Compliance • Gamification • Marketing effectiveness • Strategic planning • Brand impact • Vacation planning • Predictive Net Promoter Score • Predictive call scoring • Agent smart benchmarking 360-degree customer journey view via Analyzer Merges WFO data and insights with ACD, IVR, and CRM data in Analyzer

Market segments (cloud solutions)

Capabilities Small Midmarket Large Add-on (0–50 agents) (50–300 agents) (300+ agents) apps

-WFO -Self-service Outbound IVR -Scripting -Callbacks

Customer Journey Platform Omnichannel ✔ ✔ Premium

Advanced voice, Customer Journey Platform ✔ ✔ ACD analytics Standard

Standard • Global voice Automatic Call Distribution (ACD) queuing and distribution • Agent presence and state management • Call recording and monitoring • Skills-based routing • ACD analytics • ACD predictive analytics-driven routing • Agent screen pop, productized CRM integrations

Premium • Omnichannel contact center manages voice, chat, and email interactions Contact Center

Options • Voice and web callback • Speech-enabled IVR • Outbound campaigns • Workforce optimization: Workforce management; quality management; voice and desktop analytics

“The erlang (symbol E) is a dimensionless unit that is used in telephony as a measure of offered load or carried load on service- providing elements such as telephone circuits or telephone switching equipment. A single cord circuit has the capacity to be used for 60 minutes in one hour. Full utilization of that capacity, 60 minutes of traffic, constitutes 1 erlang.”

ErlangB: is a formula for the blocking probability that describes the probability of call losses for a group of identical parallel resources. -- Used to calculate number of trunks/lines/ports

ErlangC: originally used to calculate number of switchboard operators required. -- Used to calculate number of agents

#CLUS TECCOL-2982 © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Public 270 Complete your online session • Please complete your session survey after each session. Your feedback evaluation is very important.

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