1 2005 Cisco Systems, Inc. All rights reserved. Migrating to Unified Communications with Cisco Unity Messaging G. Marlowe Fenne, PTMO April 28 th, 2006 222 2005 Cisco Systems, Inc. All rights reserved. Agenda Migrating to Unified Communications Beginning Migration with Messaging Applications Consolidating Branch Offices with legacy PBX Integration Integration with legacy voice mail systems Unified/Integrated Messaging Applications and Architectures Summary and Q&A 222 333 2005 Cisco Systems, Inc. All rights reserved. Business Climate Increasing Customer Demands Complexity Speed of Business Change Competitive Pressure 444 2005 Cisco Systems, Inc. All rights reserved. Evolution, NOT Revolution VoiceData Video In response to current business forces, businesses are already naturally taking an evolutionary approach to advancing their business. They are looking to continuously and incrementally improve their business. Source: Cisco Focus Groups, April 2005 555 2005 Cisco Systems, Inc. All rights reserved. Challenge: Competing Objectives for CIOs Provide new services and devices to drive growth Evolve business architectures proactively Integrate more applications Convenience of one throat to choke Reduce complexity and consolidate services Control costs, protect investments, improve efficiency Increase security, meet or improve SLAs Multi-vendor solutions, open standards increase flexibility Evolve Faster!?? 666 2005 Cisco Systems, Inc. All rights reserved. Other Market and Product Factors Product lifecycles are forcing technology decisions Avaya Octel and Nortel Meridian Mail End-of-Life notices have opened the door for alternative solutions. Large volume of equipment purchased prior to Y2K is reaching end of useful life. Service provider consolidation and new IP offerings are changing services structures and delivery models Mergers - Lucent/Alcatel, AT&T/SBC/BellSouth, Verizon/MCI LinksysOne, Vonage, Skype, Microsoft 777 2005 Cisco Systems, Inc. All rights reserved. Challenge: Meeting the Demand to Stay Connected 15 Attachments!! u there? Meetings All Day 20s! Have a Minute? 5 Voic s! Information Overload Too many devices Anywhere/anytime Technology Limits Disparate solutions Disparate access Innovation Has Created Complexity 888 2005 Cisco Systems, Inc. All rights reserved. What Businesses Really Want: A More Effective Way Information Control Where I am When I want Technology Solutions Devices that work together Simple access to services 999 2005 Cisco Systems, Inc. All rights reserved. Partner Apps Cisco Unity Connection Cisco Unified CallManager Cisco Unified CallManager Express Unified IPCC Unified MeetingPlace Express Connecting Users With IP Applications Eliminating Human Middleware Presence/ SIP Network SIP SIMPLE Cisco Unified Presence Server Mobile Data with Voice Mobile Phone with Browser IP Phone with Browser Soft phone Dual Mode Phone Traditional Phone to intelligent services in the network Effectively connecting devices Cisco Clients 3 rd Party Clients / Services 10 2005 Cisco Systems, Inc. All rights reserved. Connecting Users With ALL Applications Migration to IP and Unified Communications Partner Apps Cisco Unity Conne ction Cisco Unified CallMana ger Cisco Unified CallMana ger Express Unified IPCC Unified MeetingPlace Express Presen ce/ SIP Networ k SIP SIMPLE Cisco Unified Presence Server Mobile Data with Voice Mobile Phone with Browser IP Phone with Browser Soft phone Dual Mode Phone Traditional Phone to intelligent services in the network Effectively connecting devices Cisco Clients 3 rd Party Clients / Services Telecommuter Headquarters Regional Office VPN Access Legacy PBXs Legacy PBX Legacy PBX/KTS Branch Office Legacy VM Legacy Phones Legacy ACD Internet PSTN 11 2005 Cisco Systems, Inc. All rights reserved. Evolving Business Applications - Faster Opportunities to migrate to IPC exist throughout an organization: Greenfield IP Telephony Large Site IP Telephony Remote Site IP Telephony Contact Center Voice Mail/Unified Communications Audio Conferencing Video Conferencing Mobile Telephony Where to begin is unique for each deployment, and depends on business and technology factors Goal align business and communications architectures Greenfield IP Telephony Remote Site IP Telephony Mobile IP Telephony Large Site IP Telephony Contact Center Audio Conferencing Voic / Unified Comm. Video Conferencing Phase One Phase Two Phase Three EXAMPLE Should I evolve architecture or applications first? YES! 12 2005 Cisco Systems, Inc. All rights reserved. Which Productivity Application First? Realized Productivity Benefits Conferencing and Collaboration Unified Messaging SoftPhonesEnterprise IM Unified Clients Examples of Benefits Realized by Users 30% reduction in conferencing expenses (from in-house conferencing) $1,700 saved monthly on travel avoidance 30 minutes saved per virtual conference set up through Outlook/Notes integration 43 minutes saved per employee per day from more efficient message management 55 minutes saved per day for traveling employees $1,727 saved monthly from cell phone and long distance avoidance 40 minutes saved daily by traveling employees (convenience) 3.5 days saved per year through business continuity impact 53 minutes saved daily by escalating IM chats into phone calls 51 minutes saved daily by escalating IM chats into web conferences 32 minutes saved daily by reaching workers on first try 13 2005 Cisco Systems, Inc. All rights reserved. Migration Example: Unified Messaging 14 2005 Cisco Systems, Inc. All rights reserved. Cisco Unified Messaging Solutions Cisco Unity - unified messaging and intelligent voice mail for enterprise and mid-market customers Cisco Unity Connection voic or integrated messaging with options for speech recognition and call routing rules with an easy-to-manage system for mid-market customers Cisco Unity Express - cost-effective integrated voice messaging and auto attendant for small and medium branch office environments ProductUsersMessaging Type PlatformTDM PBX Integration Legacy VM Integration Networking Cisco Unity ExpressLess than 250Voice MailRouter BasedNo Yes Cisco Unity ConnectionUp to 1500Voice Mail Integrated Messaging Server BasedYesNo Cisco Unity7,500 per serverVoice Mail Integrated Messaging Unified Messaging Server BasedYes 15 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity and Unity Connection A Powerful Migration Tool Cisco Unity Server CallManager PSTN TDM PBX Analog Lines IP SCCP (Skinny) Legacy Phone IP Phones Workstation with Outlook, Notes or IMAP T-1 line Exchange or Notes message store SMDI Link 3600 Router Dual Switch Integration Allows for seamless deployment and migration of users from one system to another at the customers pace Protects existing TDM PBX investment during transition to IP SIP Unity now connects to CCM via SIP or SCCP (SCCP for mixed clusters) New 16 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity PBX IP Media Gateway (PIMG) Legacy PBX PIMG An 8 port, stackable integration device designed to offer a high quality connection between Cisco Unity or Cisco Unity Connection servers and your existing legacy Private Branch Exchange (PBX) switch Emulates a digital phone (station) on the PBX side and connects to the Cisco Unity server on an IP connection using the Session Initiation Protocol (SIP) Up to 9 PIMG's can be stacked and connected to a single legacy PBX to provide up to 72 simultaneous voice sessions to the Cisco messaging server. Cisco Unity Server Microsoft Exchange message store 17 2005 Cisco Systems, Inc. All rights reserved. PBX Interoperability enhancements PIMG Branch Office Consolidation Support Up to 9 PBX locations* Mixed PBX vendors Multiple integration support SCCP/SIP/TDM PIMG Unity (Data Center) PIMG Cisco PIMG will allow multiple PBX integrations into a centralized Unity VM or UM solution Data Network New 18 2005 Cisco Systems, Inc. All rights reserved. Supported Legacy PBX Integrations Legacy PBXIntegration Cisco CallManagerIP Cisco CallManager ExpressIP Alcatel 4400Analog or PIMG or EGW Avaya Definity G3Analog or Digital / SMDI Avaya Merlin LegendAnalog Centrex: Avaya 1AESS, 5ES, Nortel DMS 100Serial ECI Coral IIISerial Ericsson MD-110Serial Fujitsu 9600Serial Intecom E14 MillenniumSerial Intecom IBX S80Serial Matra 6500Analog Mitel SX-200 and SX-2000Analog NEC NEAX 2000 and 2400Serial Nortel Meridian 1Digital / SMDI Siemens 9751 v. 9006iAnalog Siemens Hicom 300Analog or Digital (PIMG) Syntegra ITSSerial Teltronics LX (formerly Harris)Analog Toshiba CTX 670Serial List of integrations continues to grow with ongoing testing/trials 19 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity 4.2: PBX Interoperability enhancements Expanded Legacy PBX model support Additional digital PIMG PBX support Nortel Succession (Available now) NEC 2400 (Available now) Rolm 9751 v9004, v9005 and v9006 (Q1 06) Mitel SX2000 (Planned release in Q2 CY06) Analog/SMDI (Centrex) PIMG integrations expected to be released in Q2 CY06 20 2005 Cisco Systems, Inc. All rights reserved. Texas Instruments Cisco Unity definitely makes financial sense. According to our initial estimates, the system attained a positive ROI less than one year after the initial deployment. In the next two to three years, we expect to see very significant cost savings in TIs overall messaging costs. Cisco Unity improves productivity by enabling our power users such as sales executives to disseminate information to large groups in their regions. In Europe, it enables users to consolidate their voice messages from their mobile phones into their mailbox for quicker access to communications. Its also improved our responsiveness as an IT organization. Bernie Rodriguez, IT Manager Goals Reduce ongoing communications costs for 20,000 VM users globally Migrate smoothly from TDM to IP while improving customer service and response time Improve productivity and customer service by improving speed and quality of communications Results Positive ROI in less than one year with 20,000 Unity voice messaging users 5,000 users migrated to CCM so far, 15,000 in process of migrating from TDM to IP Improved productivity for voice mail power users and mobile employees with networked voice messaging and mobility features Much faster response to customer service requests and no dependence on Service Provider for MACs 21 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity Message Interoperability Options Cisco Unity Server CallManager PSTN TDM PBX Analog Lines IP SCCP (Skinny) Legacy Phone IP Phones Workstation with Outlook, Notes or IMAP T-1 line Microsoft Exchange or Lotus Domino message store SMDI Link Traditional TDM voice mail system AMIS/Analog Octel connection, via analog lines 3600 Router Dual Switch Integration PLUS Message Interchange (AMIS, Bridge, or VPIM) Cisco Unity Bridge Server Octel Analog Networking to Octel System Traditional TDM voice mail system with IP interface for VPIM VPIM 22 2005 Cisco Systems, Inc. All rights reserved. AMIS Unity Bridge VPIM Pros Widely supported & understood for legacy voic systems Native Analog Octel Networking, advanced msg, directory change synchronization Voice Mail Supported Phon Meridian Mail Repartee, Octel 100, 250 & 350 Intuity Interchange Centigram Phon Meridian Mail Repartee, Octel 100, 250 & 350 Intuity Interchange Centigram Cisco Unity Voice Message Interoperability Avaya/Octel Unified Messenger Octel 100, 250 & 350 Intuity Interchange Avaya/Octel Unified Messenger Octel 100, 250 & 350 Intuity Interchange Meridian Net Gateway for Meridian Mail Centigram Nortel CallPilot Intuity Interchange Meridian Net Gateway for Meridian Mail Centigram Nortel CallPilot Intuity Interchange Cons Basic subscriber to subscriber messaging only, no directory sync Limited to Octel/ Intuity Interchange, no digital networking for Aria/Serenade, limited NDR Digital, industry standard, efficient Not yet widely adopted or supported No Directory change synchronization Not yet widely adopted or supported No Directory change synchronization 23 2005 Cisco Systems, Inc. All rights reserved. Unified Messaging Interoperability with Existing Voic Using AMIS Cisco Unity Server PSTN TDM PBX Analog Lines IP SCCP (Skinny) Legacy Phone IP Phones Workstation with Outlook Exchange or Notes message store SMDI Link Traditional TDM voice mail system AMIS/Analog Octel connection, via analog lines Octel Analog Networking to Octel System VPIM 24 2005 Cisco Systems, Inc. All rights reserved. Call Pilot Meridian Mail Cisco Unity Bellevue Server Cisco Unity Dallas Server VPIM Message Over SMTP Networked Unity Mail Net Gateway VPIM Enabled Cisco Unity Integration with Voice Mail Systems using VPIM IVC One Unity is VPIM enabled withOne Unity is VPIM enabled with The other Unity NetworkedThe other Unity Networked All VPIM messages go through the Internet Voice Connector,All VPIM messages go through the Internet Voice Connector, This is for both in bound and out bound traffic.This is for both in bound and out bound traffic. Incoming messages do a global search, so, there can be no dialing conflicts in the Unity NetworkIncoming messages do a global search, so, there can be no dialing conflicts in the Unity Network 25 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity Server CallManager Circuit- Switched PBX Analog Lines IP SCCP (Skinny) Single-Line Extension Phone IP Phones Workstation with Microsoft Outlook T-1 line Microsoft Exchange Message Store Octel Voice Mail System Analog Lines Cisco Unity Bridge VC PSTN Cisco Unity Bridge with Cisco CallManager 26 2005 Cisco Systems, Inc. All rights reserved. Unity Branch Office Consolidation Customer benefits review Single point of administration Enables admin by a single administrator Multiple system administration not required Eliminates voice networking administration Unity auto attendant can access all locations Single system support contract Eliminates all analog networking expenses Failover/redundancy affordable for all location at one centralized site 27 2005 Cisco Systems, Inc. All rights reserved. Cisco Migration Example Saving several million dollars annually Replacing 160 Avaya systems with 45 Cisco Unity systems Developing Best Practices that can be leveraged by our partners customers 28 2005 Cisco Systems, Inc. All rights reserved. Messaging ROI Example: Cisco Program Unity ROI Overview Overall ROI period of 36 months based on Capital Expenses $12.3M initial costs divided by $4M annual savings $4M of initial costs was Unity software and server costs Remainder was one time integration and service costs Annual savings of $4M from Operational Expense reductions (mostly support costs) Includes co-existence of Octel and Unity networks and associated expenses for migration period of 13 months ROI doesnt include transport cost savings 29 2005 Cisco Systems, Inc. All rights reserved. Cisco Voice Messaging Environment: During Migration San Jose Data Center Sydney Hong Kong 30 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity Feature Rich User Interface to Ease Migration Enhanced alternate greetings Reminder notification that alternate greeting is set, prevents callers from interrupting the alternate greeting Transfer the call to voic without ringing phone Set expiration date for greeting Prevent callers from leaving a message (administrator setting) System Broadcast Messaging Security features such as secure, private messaging, sRTP and secure signaling Alternate key map TUI options for message access commands, to ease migration from Avaya Octel Aria, Octel Serenade, Intuity Audix or Nortel Meridian Mail Provide audio Caller ID for internal and external messages Retrieve accidentally deleted messages from the telephone user interface Use Easy Sign-in to quickly access mailbox from personal greeting Configure alternate phone number from Cisco Unity Assistant (web browser) Live reply between networked Cisco Unity users 31 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity 4.2: User interface improvements Telephone User Interface Enhancements Urgent Message Toggle Toggle to turn on/off urgent message flag for voic prioritization Efficient message stack navigation Jump to first, last, or go to specific message for all message stacks Configurable Message Playback Speed setting New Per User TUI Options Mark message read or new upon hang-up/disconnect during playback Optional name confirmation for message addressing Optional user confirmation for message delete Optional confirmation before discarding recorded or addressed message when * pressed New 32 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity 4.2: User interface improvements Streamlined Message Send Collapsed message send menus to increase user speed and efficiency Fewer keystrokes to mark urgent, private, future and return receipt Enhanced message recording options Re-record message as needed at any point in review of a message Skip n scan conversation for addressee list navigation Quick Message While listening to messages, user able to switch to send message, and then return to same point in message stack New 33 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity 4.2: User interface improvements Custom Key Map Improvements Added ability to have multiple custom key maps for different user classes Ability to have alternate TUI key maps as baseline for custom key maps Allows three digit key mappings for all actions except pause\resume Option to generate end- user wallet cards per subscriber 34 2005 Cisco Systems, Inc. All rights reserved. Case Study: Bank of America Worlds Second Largest Bank Solution: Cisco Unity, Cisco Unity Express Cisco Unified CallManager, Cisco Unified IP phones Multiservice wide-area network Supports: voice, video, data Benefit: New flexibility Support multiple service types Increase bandwidth at will Simplify capacity performance-management Decrease telecommunications & operational costs Challenge: Outmoded network infrastructure 35 2005 Cisco Systems, Inc. All rights reserved. Ingersoll-Rand The Cisco IP Communications system is now the defined standard at Ingersoll-Rand. Cisco is providing cost-effective, state-of-the-art technology that allows our employees to be more productive. Barry Liebenson, Executive Director of IT and CIO I think thats the biggest win that weve had in our Huntersville, North Carolina site, Cahill said, referring to the companys technology nerve center. If you asked users now if they could do their jobs if we took unified messaging away, a lot of them would say no. Damon Cahill, Manager of Infrastructure Strategy Goals Reduce costs and improve services for 45,000 employees and 100 facilities worldwide Develop a strategy for cost control and new business-enhancing applications Consolidate systems and bring more systems administration in-house while replacing TDM equipment Maximize investments in existing applications and data infrastructure Results Estimated 46% reduction in overall communications costs - equipment costs by 38%, maintenance costs by 18%, and conference call costs by 70% Savings of $224K in the first year for all IPC Voice-enabled Lotus Notes collaborative applications with Unity unified messaging End-to-end solution managed by one provider reduces operational complexities 36 2005 Cisco Systems, Inc. All rights reserved. Qualifying questions for product positioning Virtualization - is voice mail networking required? Company size and distribution - how many voice mailboxes are required at each location, and what types? How fast is company growing? User types what is ratio of mobile workers? Do they need basic or advanced mobility features? Applications how tightly does customer want to integrate with groupware? Is text-to-speech or speech recognition required? Migration - Does customer require legacy voice mail or legacy PBX integration? Architecture - is WAN ready for handling VM calls for centralized deployment? Facilities Does customer have physical space, security and budget for a multi-server solution? 37 2005 Cisco Systems, Inc. All rights reserved. Summing it Up Cisco Messaging Portfolio is comprehensive identify customer requirements User requirements are changing: new capabilities, flexibility, and business agility are key, and these are deciding factors on which product to position Cisco IP Communications enables customers to invest in the part of the network they plan to keep, not the part they plan to phase out Ciscos messaging portfolio enables seamless migration to IP Communications based on customer business needs Broad range of options for advanced productivity with IP voic , integrated messaging, unified messaging, & personalized productivity Cisco provides a whole offer with it Business Communications portfolio products, services, support, Partner programs, financing, etc. 37 2003 Cisco Systems, Inc. All rights reserved. Presentation_ID 38 2005 Cisco Systems, Inc. All rights reserved. Customer Situation and Challenges Top initiatives reduce communications costs, improve processes and productivity, ensure business resiliency Investing in two networks (TDM and IP), but need cost-effective transition to IPC Believes in benefits of IP communications applications, but needs clear path to get there IPC application deployment lowers operating expenses Solution must work with existing PBXs and voice mail systems Wants integration with other tools and processes (directories,, mobile devices etc.) 39 2005 Cisco Systems, Inc. All rights reserved. How Cisco Unity Eases Migration to IP Communications Cisco Unity increases organizational effectiveness and employee productivity Access to messages from anywhere, from any device Enables employees to respond more quickly, increasing organizational effectiveness Unity interoperates with existing infrastructurePBXs or legacy voic Integration with existing TDM infrastructure enables customer to migrate at planned pace Lowers operating costsconsolidate servers, reduce maintenance, faster moves, adds, changes Works with existing tools and processes (directories,, mobile devices etc.) Customers can migrate to a full IP solution at their own pace Unity can be installed prior to deployment of IP telephony and will work with IPT, protecting customers investment 40 2005 Cisco Systems, Inc. All rights reserved. Cisco Migration Example Saving several million dollars annually Replacing 160 Avaya systems with 45 Cisco Unity systems Developing Best Practices that can be leveraged by our partners customers 41 2005 Cisco Systems, Inc. All rights reserved. Messaging ROI Example: Cisco Program Unity ROI Overview Overall ROI period of 36 months based on Capital Expenses $12.3M initial costs divided by $4M annual savings $4M of initial costs was Unity software and server costs Remainder was one time integration and service costs Annual savings of $4M from Operational Expense reductions (mostly support costs) Includes co-existence of Octel and Unity networks and associated expenses for migration period of 13 months ROI doesnt include transport cost savings 42 2005 Cisco Systems, Inc. All rights reserved. Unified and Integrated Messaging 42 43 2005 Cisco Systems, Inc. All rights reserved. Cisco Messaging Architectures: Unified and Integrated Options Architecture Considerations SOX and message retention policies Groupware topology Directory and WAN bandwidth New! ArchitectureMessage StoreDirectoryClientsTTS Unified Unity Unified Messaging Exchange, Domino GroupWise (ALI) Active Directory Domino Directory Outlook, OWA Notes, NWA GroupWise Blackberry, Treo Phone (TTS) Yes Integrated Unity, Connection, CUE (future) Unity (SQL) Outlook, IMAPPhone (TTS) Yes Outlook only Web Mail Unity, Connection, Unity (SQL) Unity Inbox Phone No Voice Mail Unity, Connection, CUE Unity (SQL) SMTP/SMS notification, Phone No 44 2005 Cisco Systems, Inc. All rights reserved. Unity Basic IMAP for Cisco Unity 4.xclient connects to two different IMAP servers requires off box store Gets VM from Cisco Unity,s fromsystem (access only/no reply or forward, etc.) Use SMTP to send messages from CUE and client tosystem Requires Cisco Unity Client Access user license (UNITY-CL-USR) Second flavor or option using VMO (better interface) Requires use of MS Outlook as client MAPI connection (not IMAP) to MS Exchange Server Requires Cisco Unity Client Access user license (UNITY-CLO-USR) CCM PBX VM messagessystemmessagesClient IMAP IMAP (or MAPI w/ Outlook & VMO) SMTP Cisco Messaging Architectures: Unified, Integrated, and Web GUIs New! 45 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity 4.X Blackberry Integration Unity Plug-In Reformats subject line for small screen w/ caller ID or subscriber name Inserts URL and message ID for Unity access Click on message to have the Unity outcall to your Blackberry Unity Plug-in for Blackberry Blackberry Enterprise Server GPRS Data * Supported with Unity 4.1 For Exchange UM deployments only Exchange PSTN Exchange Cisco CallManager Cisco Unity 46 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity FAX Options Cisco Unity T.37 FAX* Basic send feature Basic receive feature Available at no additional charge Runs co-resident with Unity on same server Cisco Unity Fax Server Full featured fax product based on OEM partnership with fax market leader Captaris Inc. Separate application server with Brooktrout based fax cards More information at: 3 rd party FAX Solution Partners Integration with third party Fax vendor solutions tested/qualified Supported vendors can be found at: a shtml *Available for MS Exchange 47 2005 Cisco Systems, Inc. All rights reserved. Security for Cisco Unity Cisco Security Agent - stand-alone agent for Cisco Unity 4.0.X Includes Unity-specific security policies Bundled at no extra charge Available via CCO download only CSA Management Workstation used to manage multiple Cisco applications Monitoring of overall failed log-in attempts Ability for end users to reset their TUI password via Unity Assistant web interface Secure, private messaging capability now available 48 2005 Cisco Systems, Inc. All rights reserved. Summing it Up Cisco Unified Communications enables customers to invest in the part of the network they plan to keep, not the part they plan to phase out Broad range of options for advanced productivity with Unified Messaging, Rich Media Conferencing, Mobility, Presence, Video and other applications Technology does not dictate the customers migration strategy. Align business and technology architectures to maximize agility, ROI, productivity Cisco enables seamless migration to Unified Communications based on customers business needs 48 49 2005 Cisco Systems, Inc. All rights reserved. Questions? 50 2005 Cisco Systems, Inc. All rights reserved. 51 2005, Cisco Systems, Inc. All rights reserved.