Demystifying Cisco UCM Cloud a Brand New Offer in Cisco’S Cloud Calling Portfolio

Demystifying Cisco UCM Cloud A Brand New Offer in Cisco’s Cloud Calling Portfolio

Seongho Hong, Technical Marketing Engineer

BRKCOL-2762 Cisco Webex Teams

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• Solution Overview

• UC Application Architecture

• Peering and Connectivity

• PSTN Interconnect

• Call Flow and Routing Examples

• Closing

Source: https://blogs.cisco.com/collaboration/2020-is-calling-cisco-ucm-cloud-momentum-and-benefits

Applications

Calling Meetings Messaging Contact Center

Focus Cisco Cisco Cisco Cisco of this Platforms HCS BroadWorks Webex Calling UCM Cloud session! Partner Hosted Cisco Cloud

Devices Cisco or Third- Cisco Mobile Desktop party Phones Collaboration Devices

• Enterprise-grade full-featured UC and collaboration as a service from Cisco Cloud • Each customer gets its own private cloud service delivered over a dedicated network and infrastructure • Powered by Cisco Unified Communications Manager (Unified CM) in the cloud • Hosted and operated by Cisco • Sold and delivered by partners

Customer Partner

• Best in class UC and collaboration • New revenue opportunities from platform – Cisco Unified CM managed services • The most comprehensive feature set • Reduced capital investments on data • Highly customizable, reliable, and centers secure • No more maintenances, upgrades, • Minimum disruptions after migration backups, or hardware refreshes • • Investment protection Immediate access to global presence

Existing Cisco Unified CM customers

Internet (OTT) Company B PSTN

Cisco Webex

Cisco Webex Customer Backbone WAN Peering Point Company A Company A MPLS/VPN/ (Equinix) Instance SD-WAN Company B Instance

Cisco UCM Cloud Partner Network

FedRAMP

Cisco UCM Cloud Cisco UCM Cloud for Government

• Cisco Unified CM feature set • Cisco Unified CM feature set • Commercial enterprises • Federal, state, local, education, and • Customizable private instance government contractors • • Global availability FedRAMP compliance available • • Minimum initial order 1000* (+500 for U.S. only availability additional geo; 2000+ for all three geos) • Minimum 250 users

* Possible exceptions for smaller customers who are not a fit for Webex Calling.

Service available worldwide TODAY! Cisco UCM Cloud partners are responsible for the regulatory compliance of their customers.

London Amsterdam

San Tokyo Dallas Jose

Singapore

North America – Now EMEA – Now APJ – Q1 CY 2020

Cisco UCM Cloud’s cloud-optimized and point-to-point media traversal architecture reduces the need for multiple regional datacenters.

• Cisco uses industry-leading assurance tools to proactively monitor the service availability, capacity, usage, and more • Service-level objectives • 99.99% availability • Deployed in geo-redundant design (within the same geographic region) • Root-cause analysis (RCA) on outages within 7 days • Partner can access: • Real-Time Monitoring Tool (RTMT) • Call Detail and Management Records (CDR and CMR) • Assurance portal/metrics

Delivering the broadest endpoint portfolio*

Any room Any desktop Any pocket

Cisco IP Phone 7800 Series Cisco Webex Cisco Webex Room 55 Room 70 Mobile Tablet PC/Mac

Cisco IP Phone Cisco Jabber Cisco Webex 8800 Series Room Kit and Cisco Webex Room Kit Mini Room Kit Plus Cisco Webex Meetings

Cisco Webex Teams

Cisco Cisco Webex Cisco TelePresence Cisco Webex Share Cisco Webex Board DX Series Headsets SX Series

*Legacy Cisco endpoints and third-party devices not shown here may also be supported. Cisco UCM version-dependent.

CC services Journey data | AI | Messaging | Analytics 3M+ agents

Webex Hosted Collaboration Solution Contact Center for Contact Center (HCS-CC) Cloud 30K+ customers

Contact Center Express Contact Center Enterprise Premises 1.5K+ partners

• Partner interconnects to Cisco UCM Cloud and is responsible Partner Bundled for bundling Cisco UCM Cloud calling and PSTN minutes

• Customer or partner-managed edge device for PSTN interworking Local Gateway and legacy PBX interworking (including Cisco Unified CM)

Bring Your Own • Partner helps customer procure and provision PSTN via certified SIP SIP Trunk trunk provider interworking directly to Cisco UCM Cloud

• CMSP (Adv UC or Collab Specialization) invited/approved by Cisco • Sells and delivers Cisco UCM Cloud solution to customers Partner • Owns customer relationship • Handles customer billing and invoicing • Offers value-added managed services and integrations • Ensures solution integration of PSTN services • Provides Tier 1 support or managed service to the customer (first call)

• Hosts and operates Cisco UCM Cloud • Provides partner and customer • Enhances and upgrades service success manager services • Provides Tier 2 partner support Cisco • Bills partner (Flex subscription) • Provides partner help desk service • Manages the platform for availability • Provides service assurance and • Provides backup and restore availability capabilities

ALL performed by Cisco!

Cisco Managed Partner Requested • Scheduled upgrades • Capacity increase • Scheduled maintenance • Partner user additions • Reactive problem management • Cisco UCM Cloud platform changes

• Partner/customer can access the native Cisco Unified CM Admin GUI (not supported over the top) • Partner may integrate their choice of domain manager to provide an advanced workflow management • Network placement • In partner management/ops network • Authentication • Integrate into SSO • Roles and features • Partner / customer admin • End-user self-service

Cisco Flex Plan: Cloud Calling Cisco UCM Cloud (NU or EA) + Webex Teams

Cisco Flex Plan: Bundles Webex Meetings and Contact Center

Endpoints Devices and software

Service provider-provided PSTN and networks

• Cisco handles all licenses in the cloud • No need for partner/customer to manage PLM/CSSM for licenses (no direct visibility) • Cisco will provide monthly usage reports Usage Report to partner • Provisioning data from each customer Cisco UCM Cloud • Device/user details for customer billing • Reports delivered via email or SFTP Partner Ops

Partner Network

• PSTN service • Provisioning of customer’s users and/or features • Network connectivity from customer’s premises to Cisco UCM Cloud data centers • Installation and configuration of partner or customer premises equipment (outside of Cisco UCM Cloud data center), or third-party applications that are integrated to Cisco UCM Cloud

• Five Cisco UC applications to be hosted in Cisco data center • Cisco Unified Communications Manager • Cisco Unified Communications Manager IM and Presence • Cisco Unity Connection 5 Cisco UC Apps • Cisco Emergency Responder • Cisco Expressway (C and E) • Cisco Expressway can be hosted outside of Cisco data center • The latest software release is recommended be installed upon initial delivery of service

Company A Branch 1 Company A Branch 2 All sites are registered to Cisco UCM Cloud!

Company A HQ IM and Unity Presence Connection Cluster Cluster Cisco Expressway CER Unified CM Cluster

Company A Branch 1 Company A Branch 2 All sites are registered to Cisco UCM Cloud!

Cisco Expressway is hosted by customer Company A HQ IM and Unity Presence Connection Cluster Cluster

Cisco CER Expressway Unified CM Cluster

Company A Branch 1 Company A Branches are registered Branch 2 to Cisco UCM Cloud

HQ still has customer-owned on-premises clusters Company A HQ IM and Unity Presence Connection Cluster Cluster Cisco Expressway CER Unified CM Cluster Inter-cluster Trunk

Company A Branch 1 Cluster over WAN Company A between the customer Branch 2 site and Cisco UCM Cloud is NOT supported!

Company A HQ IM and Unity Presence Connection Cluster Cluster Cisco Unified CM Unified CM Publisher Expressway CER Sub2 Unified CM Unified CM Sub1 Sub3

Company A Teleworker Internet (OTT) PSTN

Cisco Webex

Cisco Webex Customer Backbone Company A WAN Peering MPLS/VPN/ Point (Equinix) SD-WAN Company A Instance

Cisco UCM Cloud Partner Network

• A private network via designated Webex Meet-me DCs (Equinix) to connect to Cisco UCM Cloud Cisco • Two peering options: Partner Connected and Customer UCM Cloud (Direct) Connected

• Required to access customer’s UC application instances in Cisco Webex Cisco UCM Cloud Backbone

• Per each geographic region where Cisco UCM Cloud Peering service is provided Meet-me via Equinix • Multinational customer can mix different peering options

• Additional Equinix costs for peering may apply and are Customer directly negotiated with Equinix (independent of Cisco WAN Partner Network agreements)

Future Cisco UCM Cloud Data Center

Cisco UCM Cloud Data Center

Source: https://www.equinix.com/interconnection-services/cloud-exchange-fabric/

Cisco Device • Partner connects directly with Cisco UCM Cloud at Partner Device two Webex data centers (Equinix MMRs) in each Cisco geographic region UCM Cloud • Direct connection in each Webex data center with DC1 DC2 1GB or 10GB single-mode fiber • Partner aggregates all connections provided Cisco Webex Backbone (customer, management, Internet, PSTN) • Partner device must support Layer 3 sub-interfaces Equinix with dot1q tagging for separate VRFs MMRs • Partner can deploy one or two devices (redundant) per location • Partner defines customer WAN access option (e.g. Customer MPLS, SD-WAN, or VPN, etc.) Partner Network WAN

• Direct connectivity from customer’s network (WAN) to Cisco UCM Cloud Cisco • When either customer prefers a direct connection or partner UCM Cloud doesn’t have presence in a given region DC1 DC2 • Can be mixed with Partner Connected option Cisco Webex Backbone • Four different connection options

• Includes Cisco-provided Internet for MRA/OTT in the region Direct Connect – 4 Different Options • Requires connection to customer’s WAN (no need for separate connection per site as long as accessible via WAN) Customer • Available in all geolocations (North America, EMEA, and APJ) WAN

• Peering via any ECX (Equinix Cloud Exchange) Fabric Cisco location* with bandwidth options from 200MB to 10GB UCM Cloud

• Equinix handles network flow from the peering point to DC1 DC2 Cisco UCM Cloud data center

• Equinix charges for a physical connection and each virtual Cisco Webex Backbone connection required

• Cisco charges for direct connect link monthly subscription ECX Fabric (based on bandwidth and location)

• Calling workload only Virtual Connection

* ECX Fabric locations are all Webex Edge Connect locations. Customer WAN

• Point-to-point VPN connection to Cisco UCM Cloud Cisco over the public Internet UCM Cloud

• Cisco provides and manages dedicated customer VPN DC1 DC2 termination points on Cisco UCM Cloud

• Customer responsible for on-premises WAN VPN router Cisco Webex Backbone (e.g. Cisco RV series) Equinix

• Customer responsible for certificates, encryption keys, etc. to secure connections Internet (OTT)

Customer WAN

• SD-WAN (Viptela) directly to Cisco UCM Cloud Cisco over the public Internet UCM Cloud

• Cisco provides and manages SD-WAN Edge virtual DC1 DC2 devices on Cisco UCM Cloud Cisco Webex Backbone • Partner/customer responsible for Viptela licensing and configurations on cEdge devices in Cisco UCM Equinix Cloud Internet (OTT)

Customer WAN

• A fiber connection (1GB or 10GB Fiber Ethernet) Cisco directly to Cisco UCM Cloud UCM Cloud

• Cisco provides the ability to securely terminate DC1 DC2 point-to-point fiber connections in Cisco UCM Cloud

• Partner/customer responsible for fiber circuit and the Cisco Webex Backbone corresponding premises equipment, and securing

the fiber edge termination on their premises Equinix MMRs

Customer WAN

• MPLS network directly to Cisco UCM Cloud Cisco UCM Cloud • Cisco provides and manages dedicated customer MPLS PoPs to interconnect to Cisco UCM Cloud DC1 DC2

• Partner/customer to connect MPLS circuits at each pair of Equinix MMRs in the region where service is Cisco Webex Backbone required Equinix • Partner/customer to configure UCM Cloud MPLS MMRs PoPs to secure their edge MPLS Network

Customer WAN

Partner Connected

Customer Webex Edge MPLS Connect Connected

Virtual Connect (VPN or SD-WAN) Fiber Connect

Cisco Cisco Cisco UCM Cloud UCM Cloud UCM Cloud

Partner Customer Connected Customer Connected Connected (MPLS) (SD-WAN)

North America Sites EMEA Sites APJ Sites

ABC, Inc. (Multinational Corporation )

• Cisco Expressway provides Mobile and Remote Access (MRA) and business-to- business (B2B) communications

• Cisco Expressway can be hosted in Cisco UCM Cloud or on customer premises (Expressway-C and E cannot be separated)

• Partner/customer must provide IPs and routing to Cisco UCM Cloud (partner/customer must provision the IP address for Expressway-E in a public DNS)

• Cisco Expressway capacity is designed and included for up to 20% of Knowledge Worker count for each customer for MRA

• Extra purchase (add-ons) required for additional MRA capacity above 20%

Webex DC (Equinix) Cisco UCM Cloud Customer WAN

• Customer has gateway or SBC PSTN on premises to connect to Gateway their preferred PSTN provider PSTN • SIP trunks are connected to Cisco UCM Cloud from customer gateway Company A HQ

Webex DC (Equinix) Cisco UCM Cloud Customer WAN

Partner/Provider • Admin points SIP trunks from PSTN Cisco UCM Cloud to Gateway partner/provider-managed device for PSTN • Partner/provider delivers SBC Company A HQ PSTN functionality as needed

• Supported dialing options • Routing • Intra-site, on-net abbreviated dialing • Intra-customer calling within Cisco UCM (on-net) • Inter-site, on-net abbreviated dialing • Inter-customer calling via SBC media • Off-net dialing anchoring (off-net) • Numbering • Off-net breakout • DN = inter-site prefix (ISP) + site location code (SLC) + extension number • Central through SME • • e.g. 8 01 1001 Local breakout

• Variable length codes • Logical partitioning for calling-party-based routing • E164 number support

Dial plans managed and administered by partner

Webex DC (Equinix)

Cisco Customer WAN UCM Cloud

Endpoint 1 • Signaling traverses to Cisco UCM Cloud • Media stays on premises

Endpoint 2 Company A HQ

Webex DC (Equinix)

Cisco Customer WAN UCM Cloud

• Signaling traverses to Cisco UCM Cloud Endpoint 1 Endpoint 3 • Media flows over customer’s WAN Endpoint 2 Endpoint 4

Company A HQ Company A Branch 1

Webex DC (Equinix)

Cisco Customer WAN UCM Cloud

Central PSTN • Signaling traverses

Endpoint 1 to Cisco UCM Cloud • Media flows over customer’s WAN Endpoint 2 PSTN Company A HQ Company B

Cisco Customer WAN UCM Cloud

Internet (OTT) • Both signaling and media traverse to Cisco Endpoint 1 UCM Cloud and partner aggregation to Internet Endpoint 2 over customer’s WAN Company A Company A HQ Mobile Worker (Cisco Jabber)

Webex DC (Equinix)

Cisco Customer WAN UCM Cloud

Internet (OTT) • Both signaling and media traverse to Cisco UCM Cloud and partner aggregation to Internet Company A Company A Company A (media hairpins in Cisco Mobile Worker HQ Teleworker (Cisco Jabber) UCM Cloud)

Webex DC (Equinix)

Cisco Customer WAN UCM Cloud

Internet (OTT) • Signaling traverses to Cisco UCM Cloud and partner aggregation from/to Internet • Media flows directly Company A Mobile Company A Company A Teleworker Worker (ICE enabled endpoint to endpoint HQ (ICE enabled IP Phone) Cisco Jabber)

Cisco UCM Cloud is the newest and the most robust cloud calling offer from Cisco

Cisco UCM Cloud is hosted and operated by Cisco

Cisco UCM Cloud is the most natural migration option for existing Cisco Unified CM customers Visit www.cisco.com/go/ucmcloud to learn more about Cisco UCM Cloud

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