Cisco Unified Communications Store Employee … Cisco Unified Communications Store Employee Dashboard Design and Implementation Guide OL-15175-01 Cisco Unified Communications Store

Cisco Unified Communications Store Employee Dashboard Design and Implementation Guide

Cisco Validated Design

July 19 2008

This guide describes how to implement the Cisco Unified Communications Store Employee Dashboard solution using the IPcelerate IPsession product and the Cisco Unified Communication technologies Using multiple retail reference architectures it validates proof-of-concept via interoperability testing This enables a retailer to expedite implementation of the Cisco Unified Communications Store Employee Dashboard within their environment

The Cisco Unified Communications Store Employee Dashboard target audience is sales engineers that have retail accounts interested in using an IP telephony environment or expanding the utility of their existing IP telephony investment It is assumed that administrators of the Cisco Unified Communications Store Employee Dashboard have experience with installation and acceptance of the products covered by this network design In addition it is assumed that the administrators understand the procedures required to upgrade and troubleshoot networks at a basic level

Other users of this guide include the following groups

bull Retail customers with technical networkingtelephony background and experience

bull System administrators who are familiar with the fundamentals of IP telephony

bull Sales engineers responsible for supporting retail accounts

Cisco Unified Communications Store Employee DashboardmdashSolution Overview

The Cisco Unified Communications Store Employee Dashboard solution from IPcelerate and Cisco is a suite of IP-based applications developed to improve employee productivity and facilitate inter-store communications These IPcelerate applications integrate data and voice capabilities and are presented in a simple to use single dashboard-view accessible from Cisco IP-enabled phones The following are the Cisco Unified Communications Store Employee Dashboard solution core components

Americas Headquarters

Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134-1706 USA

bull IPsession Server Appliance

bull Cisco Unified Communication Manager

bull 7970 IP Phones

This solution was validated using Cisco Intelligent Retail Network architectures as the foundation representing an actual retailer

Solution Description Using Ciscorsquos Unified Communications and IPceleratersquos IPsession Server retailers can transform the IP Phone into an employee terminal-device that provides a cost effective way to perform daily store operations procedures (such as time card clocking shiftstaff management and task management) and a means for corporatebusiness owners to directly communicate to store employees on the sales floor without having to be relayed by store management

Some of the solutionrsquos features include

bull Time Capture SystemmdashEnables store employee to record daily attendance punches from any store phone

bull Store Reminder SystemmdashTracks each storersquos functional tasks and sends out an employee reminder or manager alert if a task is not performed on time

bull Dial-Out Shift NotificationsmdashAssists in finding replacement shift coverage by available employees when required automatically This application can be used for an immediate shift or future shifts

bull Daily Deposit trackingmdashProvides the means for entering and communicating daily bank deposit to company management

bull Messaging and AlertingmdashAllows for audible and text messages for events such as employee recognition immediate event notification and meeting reminders

The Cisco Unified Communications Store Employee Dashboard solution facilitates closer collaboration between remote stores and management through pre-programmed conferencing features This solution is part of the Cisco Unified Communications for Retail suite of IP communications and collaboration tools designed to accelerate the flow of information to transform the store experience Now growing businesses can take full advantage of network technology to help cut costs enable new applications and services and improve organizational efficiency

Target MarketTarget customers for Cisco Unified Communications Store Employee Dashboard solution include retailers who are considering migrating to IP telephony or with existing IP telephony Users of this guide includes corporate managers corporate finance and corporate VPs responsible for retail store operations

Solution Benefits The Cisco Unified Communications Store Employee Dashboard solution facilitates many benefits to the retailer and employees Benefits to the retailer include

bull Affordable end devices for flexible placement throughout the store

2Cisco Unified Communications Store Employee Dashboard Design and Implementation Guide

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bull Reduction in time spent by store management on operational tasks such as

ndash Providing and managing scheduling information to store employees (including scheduled meal breaks zone coverage)

ndash Managing time-off requests by store employees

ndash Placing multiple outbound calls to fill shifts (for example for employees sick calls)

Benefits to the store employee include

bull Increased accessibility to receive daily store operational information and personal scheduling information

bull Improved method for requesting time-off and receiving confirmation of request status

bull Consistent communication of corporate policy and promotional messaging to associates regardless of shift time

bull Delivery of vendor-driven promotional and training content

bull Faster response to security-safety threats

Scope of the SolutionThe validation of the solution performed by Cisco and IPcelerate (as described in Testing page 35) demonstrate a proof-of-concept implementation of specific services using IPcelerate IPsession within a Cisco IP telephony environment IPcelerate IPsession is a feature-rich product with many capabilities beyond the subset of the features that comprise the Cisco Unified Communications Store Employee Dashboard solution Implementation of the solution requires a full implementation of IPsession IPsession enables end users to invoke various communication features from the user interface on Cisco IP phones that are base features of IPsession but were not tested within the scope of this solution These include

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For more information on these features refer to the IPceleratersquos website httpwwwipceleratecomipsessionhtml

Wireless is a major component of the Intelligent Retail Network reference architecture However no wireless components were tested in this release of the Cisco Unified Communications Store Employee Dashboard solution

Survivable Remote Site Telephony (SRST) functionality (for example HSRP IPsession redundancy WAN failures etc) was not tested The deployment method is a centralized server IPsession services will not be available if a WAN failure occurs

IPsession uses SOAP and CTI protocols for XML messaging The Cisco Unified Communication Manager cluster should have sufficient processing resources to handle the SOAPCTI messaging Consult the IPcelerateCisco account teams for recommendations of product sizing when designing and piloting the Cisco Unified Communications Store Employee Dashboard solution for a specific retailer

The Cisco Unified Communications Store Employee Dashboard solution was deployed and tested within three retail network environments small medium and large stores These three store models were constructed using the Cisco Intelligent Retail Network reference architectures Each store model has varying degrees of redundancy and resiliency The Cisco Unified Communications Store Employee Dashboard solution was tested at the Cisco lab in San Jose CA

The Cisco Unified Communications Store Employee Dashboard solution is a Cisco Validated Design level 1 (CVD1) and as such scale performance testing is not within the scope of this document

For more information see the following URL httpwwwciscocomenUSnetsolns741networking_solutions_program_homehtml

bull Buddy Status

bull Call Block

bull Call Tag

bull Cisco IP Phone Panic Button Alert

bull Dashboard

bull DBBackup

bull Dial Out

bull DND Call Forward All

bull DND Intercom

bull DND Paging

bull Do Not Disturb

bull Facilities Scheduler

bull Forced Account Codes

bull Hoot-N-Holler

bull Intercom

bull Intercom Text Reply

bull Intercom Whisper

bull Internal 911 Alert

bull IP Phone Presence

bull Location Enforcer

bull Multi-Line Join

bull My Status

bull Paging

bull Photo Album

bull PIN-Based Paging

bull Pre-Programmed Conference

bull Pre-RecordedAudio Paging

bull Pre-Scheduled Conference

bull Pre-Scheduled Paging

bull Streaming Audio

bull Text Paging

bull Text-To-Speech Paging

bull Timecard

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IPsession Retail Application

IPsession Retail Application IPsession Retail Application is an upgrade and customized version of IPSession (version 50) used to manage various real time activities such as Time Card Shift Management Daily Deposit and Task Alerts The intelligent mechanisms control many activities automatically (for example when the daily deposit is not completed at the scheduled time an alert is sent to the respective store)

This section provides a short description of the features in the IPsession Retail application

EmployeesEmployees are grouped into the following categories

bull EmployeesmdashApplication access

bull Store ManagersmdashManage single store and store specific information

bull Area ManagersmdashAccess to all stores

bull DirectorsmdashAccess to all applications manage and administrate the system

Stores The Retail IPsession application allows multiple store scenarios One IPsession server can accommodate multiple stores

ShiftsShifts are created for stores to allocate employees to a shift

Timecard and Shift ManagementTimecard and Shift Management provides shift allocation for employees managing shifts shift planner clocking in and clocking out shift coverage notification and shift reporting It also provides time-off requests and approvals The application performs clerical and accounting processing so that employees can focus on store specific activities

Tasks AlertsThe Task Alert feature is a daily task reminder Each task alert is sent to the store phones throughout the day as scheduled This ensures that the employees do not forget to complete a task at a certain time on a daily basis allowing employees to focus on better customer service Task alert appears on Cisco IP phones as a text message along with an audible message

Daily DepositDaily Deposits sends a notification to the store to enter their daily deposits Once it is inserted reports can be generated on daily weekly and monthly basis

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Administration InterfaceAll the retail specific applications are grouped under ldquoIPsession Retail Storerdquo application in the IPsession web interface All the features are grouped under the retail specific applications

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Cisco Unified Communications Store Employee Dashboard Solution Architecture

The Cisco Unified Communications Store Employee Dashboard solution architecture is a blending of Ciscorsquos and IPceleratersquos framework architectures SONA and NIPA

Intelligent Retail Network and the SONA FrameworkThe framework for the Cisco Unified Communications Store Employee Dashboard solution is based on the Cisco Service-Oriented Network Architecture (SONA) as shown in Figure 1 Using a SONA framework the Intelligent Retail Network (IRN) reference architectures serve as the foundation of the network systems layer These network architectures exhibit best practices for retail networks and provide the robust foundation for the higher-level services and applications For more information about IRN see the following URL

httpwwwciscocomwebstrategyretailirnhtml

Figure 1 Cisco Unified Communications Store Employee Dashboard Solution Framework

IP Session Network Application (NIPA) - Development Architecture

Config Manager GUI Manager App Control Process Manager

SIP JTAPI AXLSOAP CDR XML SMS SQL PMS RFID

Database Manager Log Management XML Manager

Small Store Medium Store Large Store

EmployeeStaffing

CustomerSupport

EmergencyResponse

Workflow InventoryControl

B-2-BInteraction

ExternalMessaging

InteractiveTraining

InformationArchival

andRetrieval

Customerof

Network Infrastructure Virtualization

Identity ServicesSecurity Services

Unified Communications ServicesCall Control Call Routing Speech Policy Media Integration

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Application LayerBusiness and collaboration applications connect users and business processes to the infrastructure The application layer of the framework includes the combined business and collaboration applications from Cisco and IPcelerate

The Cisco Unified Communications suite enables collaboration through XML-based applications such as IPceleratersquos IPsession These applications are enhanced through the Cisco 7970 Series color IP phones which have touch-screen enabled displays IPcelerate IPsession integrates with a Cisco Unified Communications IP telephony system to provide the following capabilities

bull Time Capture SystemmdashEnables stores employee to record daily attendance punches from any store phone

bull Store Reminder SystemmdashTracks each storersquos functional tasks and sends out an employee reminder or manager alert if a task is not performed on-time

bull Dial Out Shift NotificationsmdashAutomatically assists in finding replacement shift coverage when required

Using the Cisco Unified Communications Store Employee Dashboard solution retailers can transform the IP phone into an employee terminal device that provides a cost effective way to perform daily store operations procedures (for example time card clocking shiftstaff management and task management) and a means for corporatebusiness owners to directly communicate to store employees on the sales floor without having to be relayed by store management Application services are the connection from the applications to the shared services of the integrated network services layer

Integrated Network Services Layer The integrated Network Services Layer is where filtering caching and protocol optimization interact with applications or application middleware services to optimize the performance from the network to the end user Process control is simplified by using common infrastructure services such as collaboration security and identity These are key advantages that aid in operational reporting and security policy enforcements Fewer services that are shared across more intelligent devices increases the operational efficiency of the whole system

bull Voice and collaboration servicesmdashAre created by adding the voice IOS service to the store routers and adding Cisco Unified Communication Manager and application servers to the data center

bull Network virtualization mdashCan be viewed by the use of Cisco Integrated Services Routers (ISRs) which virtualize store security appliances routers switches and voice and application services into intelligent IT appliances that are centrally managed and monitored

bull Security services mdashAre used extensively in the IRN architectures These services are a combination of in-store security services shared across multiple physical devices central management in the data center and virtual access to the security control plane from anywhere in the retail network

bull Identity services mdashare used to ensure that access to each application is allowed only for authenticated and authorized management users A central Microsoft Active Directory enhances secure identity services to both Cisco and IPcelerate suites

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Note For more information about securing IRN architectures refer to the PCI Solution for Retail Design and Implementation Guide at the following URL httpwwwciscocomwebstrategyretailpci_imphtml This guide describes services that can be used to provide a secure posture for the Cisco Unified Communications Store Employee Dashboard solution

The integrated network services layer provides services that are distributed across the infrastructure layer

Intelligent Retail Network Store Architectures and the Infrastructure Layer

Small Store

The small store reference architecture (see Figure 2) is a powerful platform for running an enterprise retail business that requires simplicity and a compact form factor This combination appeals to many different retail formats that can include the following

bull Mall-based retail stores

bull Quick-serve restaurants

bull Convenience stores

bull Specialty shops

bull Discount retailers who prefer network simplicity over other factors

This network architecture is widely used and consolidates many services into fewer infrastructure components The small store also supports a variety of retail business application models because an integrated Ethernet switch supports high-speed LAN services

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Figure 2 Small Store Network Design

Primary Design Requirements

Primary design requirements are as follows

bull Store size averages between 2000 to 6000 square feet

bull Fewer than 25 devices requiring network connectivity

bull Single router and integrated Ethernet switch

bull Preference for integrated services within fewer network components because of physical space requirements

Advantages

Advantages are as follows

bull Lower cost per store

bull Fewer parts to spare

bull Fewer software images to maintain

bull Lower equipment maintenance costs

StoreWorker

IP Phonewith RetailIPsession

RetailKiosk

MobilePoS

PoS CashRegister

Cisco Integrated Services Router(IOS Security Wide Area

Engine and Ethernet Switch)

PoSServer

InventoryManagement

Cisco 80211AGWLAN Access Point

LWAPP LWAPP

Alternate WANConnection

Primary WANConnection

Centralized ManagementServers

IPcelerate IPsessionAppliance

Cisco UnifiedCallManager

PoS VLAN WVLAN

Data VLANWVLAN

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Limitations

Limitations are as follows

bull Decreased levels of network resilience

bull Greater potential downtime because of single points of failure

Medium Store

The medium retail store reference architecture (see Figure 3) is designed for enterprise retailers who require network resilience and increased levels of application availability over the small store architecture and its simple single-threaded approach As more mission-critical applications and services converge onto the IP infrastructure network uptime and application availability are more important The dual-router and dual-LAN switch design of the medium store supports these requirements Each of the ISR routers can run Cisco IOS security services and other store communication services simultaneously Each of the ISR routers is connected to a dedicated WAN connection Hot-Standby Routing Protocol (HSRP) is used to ensure network resilience in the event that the network connection fails

The access layer of the network offers enhanced levels of flexibility and more access ports compared to the small store The distributed Cisco Catalyst switches can support a combination of larger physical buildings or a larger number of endpoints than the small store

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Figure 3 Medium Store Network Design

StoreWorker

RetailKiosk IP

MobilePoS

PoS CashRegister

PoSServer

InventoryManagement

Partner Devicefor InventoryManagement

Personal ShopperPDA for EnhancedCustomer Service

Cisco ISR(IOS Security and

Wide Area Engine)

Cisco ISR IOS(Security and WirelessLAN Controller)

Cisco 80211abgWLAN Access Points

Catalyst Switches(Power over Ethernet and Security)

LWAPP LWAPP

VendorGuestWVLAN

PoS VLAN WVLAN Data VLAN

ManagementVLAN

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bull Physical size of store is smaller than a large store so a distribution layer of network switches is not required

bull Number of devices connecting to the network averages between 25 and 100 devices

Advantages

bull More adaptive access layer with support for a greater number of endpoints and more diverse building requirements (multiple floors sub-areas and so on)

bull Multiple routers for primary and backup network requirements

bull Improved network resilience through parallel device design

bull Improved network and application availability through parallel paths

Limitations

The limitation is of this architecture is that there is no distribution layer between core layer (the ISR) and the access layer switches

Large Store

The large retail store reference architecture (see Figure 4) takes some of the elements of Cisco campus network architecture recommendations and adapts them to a large retail store environment Network traffic can be segmented (logically and physically) to meet business requirements The distribution layer of the large store architecture improves LAN performance while offering enhanced physical media connections A larger number of endpoints can be added to the network to meet business requirements This type of architecture is widely used by large-format retailers globally Dual routers and distribution layer media flexibility improves network serviceability because the network is highly available and scales to support the large retail store requirements Routine maintenance and upgrades can be scheduled and performed more frequently or during normal business hours through this parallel path design

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Figure 4 Large Store Network Design

Voice Enabled HandheldComputers and PDAs

WirelessIP Phones

PoS VLAN WVLAN

Voice VLAN WVLAN

Data VLANWVLAN

VendorGuestWVLAN

Cisco ISR Router withIP Telephony Services

Analog PhoneFax

ServerVLAN

ManagementVLAN

LWAPPLWAPP LWAPP

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bull More than 100 devices per store requiring network connectivity

bull Preference for a combination of network services distributed within the store to meet resilience and application availability requirements

bull Three-tier network architecture within the store distribution layer switches are used between the central network services core and the access layer connecting to the network endpoints (point-of-sale wireless APs servers etc)

Advantages

bull Highest network resilience based on highly available design

bull Port density and fiber density for large retail locations

bull Increase segmentation of traffic

bull Scalable to accommodate shifting requirements in large retail stores

Limitations

The limitation of this architecture is higher cost because of network resilience based on highly available design

IPsession Architecture Framework The Network IP Application (NIPA) Framework shown in Figure 5 provides a basic set of abstractions and Application Programming Interfaces (APIs) to enable the management of a suite of IP communications applications The NIPA Framework is used by all components of the IPsession suite of capabilities as well as other XML-based applications for Ciscorsquos IP Communication solution

Figure 5 IPsession NIPA Framework

Figure 5 illustrates the interfaces to applications and the Cisco IP Communications environment Not only does the NIPA Framework provide a foundation for the capabilities developed by IPcelerate Inc the foundation can also be leveraged by other companies to easily integrate their own capabilities to the IPsession server Linking Cisco IP Phones with other IT investments already deployed in an organization

25Network IP Application Development

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Cisco Unified Communications Store Employee Dashboard SolutionmdashComponents and Services

increases the value of IP communications The NIPA Framework allows organizations to link an IP communications environment with time-and-labor systems databases (SQL Oracle and SAP) CRM applications RFID technologies physical security systems HVAC systems web services and more

Solution ComponentsThe following components are required to implement the Cisco Unified Communications Store Employee Dashboard solution

bull IPsession Retail ApplicationmdashThis is an upgrade and customized version of IPsession (version 50) It is the customized solutions for Cisco retail store to manage various real-time activities like time card shift management daily deposit task alerts to accelerate day-to-day business processes and focus more on customer satisfaction Its intelligent mechanism controls many activities automatically (for example when daily deposit is not entered by the scheduled time it will send the alert to the appropriate store representative)

bull Cisco Unified Communication ManagermdashThis is the core call-processing software for Cisco IP Telephony It builds call processing capabilities on top of the Cisco IP network infrastructure Cisco Unified Communication Manager software extends enterprise telephony features and capabilities to packet telephony network devices such as IP phones media processing devices voice gateways and multimedia applications

bull 7970 IP PhonemdashIP phones have all the functions expected from a telephone as well as more advanced features including the ability to access XML-based applications

HardwareSoftwareTable 1 lists the hardwaresoftware products installed for the Cisco Unified Communications Store Employee Dashboard solution

Table 1 HardwareSoftware Installed

Solution Component Software Version Solution Location

IPcelerate IPsession 200 Appliance 50 Data Center

Cisco Unified Communication Manager 5121000-11 Data center

Cisco 7970G IP Phone SCCP708-2-2SR2S All stores

Optimization Component Software Version Solution Location

CiscoSecure Access Control Server 41(3) Build 12 Data center

Cisco ISR 3845 1249TndashAdv IP Services Large store

Cisco ISR 3825 1249TndashAdv IP Services Medium store

Cisco ISR 2821 1249TndashAdv IP Services Small store

Catalyst 4500 122(20)EW 3 Large store

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Services and Functionality Table 2 lists the services that were enabled to optimize IPsession within the Cisco network environment

Limitations and CaveatsThis solution does not introduce any additional known caveats or limitations to existing product documentation

Catalyst 3750G 12225-SEE2ndashIP Services + Web-based Dev Mgr

Large and medium store

Microsoft Products Software Version Solution Location

MS Active Directory on Windows 2003 Server

5237903959 Windows 2003 Server in data center

Internet Explorer 6 6029002180 with SP2 XP SP2 desktop in data center

Internet Explorer 7 70573011CO Windows 2003 Server in data center

Microsoft Windows 2003 Server Standard Edition SP2

52 R2 Build 3790srv03_sp2_gdr070304-2240

Solution servers

Table 1 HardwareSoftware Installed (continued)

Table 2 Services Enabled

Cisco Feature PlatformSoftware Release

QoS ISR 2821 3825 and 3845

IOS 1249T

Multicast ISR 2821 3825 and 3845

IOS 1249T

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Designing the Cisco Unified Communications Store Employee Dashboard Solution

The Cisco Unified Communications Store Employee Dashboard solution provides a proof-of-concept implementation of IPsession within a Cisco Unified Communication Manager and VoIP network The small medium and large Intelligent Retail Network reference architectures provide a ldquoreal worldrdquo retail contextual backdrop for this solution Each IRN store is centrally connected to a data center with traditional data center services such as DNS and NTP as well as Cisco Unified Communication Manager and the IPsession Appliance This is a cost-effective implementation that leverages a highly available data center staffed with trained personnel and minimizes the number of additional servers required throughout the network

A number of servers and workstations were implemented as VMware Server virtual machines This allowed greater flexibility within the lab environment and aligns with industry trending towards greater virtualization Dedicated hardware and increased resources may be required for more consistent performance in larger implementations

Note When designing the Cisco Unified Communications Store Employee Dashboard solution special consideration must be made to retailers that have existing Unified Communication deployment IPsession uses SOAP and CTI protocols for XML messaging The Cisco Unified Communication Manager cluster should have sufficient processing resources to handle the SOAPCTI messaging Consult IPcelerateCisco account teams for recommendations of product sizing when designing and piloting the Cisco Unified Communications Store Employee Dashboard for a specific retailer

IPcelerate This section provides guidance around the IPsession application features

Employees

Employees need to be created in the IPsession Retail Application Three unique forms of identification exist for all people that interact with this application

bull Existing Retailer Organizational IDmdashThis is the existing value that a retailer uses to identify its employees before the solution was introduced

bull USER IDmdashAn alphanumeric value that is associated with employee to login to the appliance web interface It is recommended that the user ID match the existing retailer organizational ID to reduce management overhead

bull EMPLOYEE IDmdashA numerical value that is associated with the employee to sign on to the phone This numbers only identification simplifies the sign on process of the phone

Note IPcelerate enabled the phone employee login entry numerical so that it would be easier to enter via the phonersquos interface The user would not have to scroll through the keys for the correct alphabet digit on the initial form selection

Employees are assigned to a store as a primary workplace

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Stores

Each store has a store manager and a group of employees Employees work on shifts in a store A list of IP phones are assigned to the stores Task alerts are sent to the store phones All store specific events or notifications are sent to the store managerrsquos cell phone or desk phone

Shifts

Shifts are created for stores to allocate employees to a shift

Timecard and Shift Management

Shift Management is the application for managing the shifts and Timecard allows employees to clock-in and clock-out There are two types of the shift process

bull Assigned ShiftmdashShifts must be created prior to the employee assignment Shifts must be allocated to the employee by managers prior to the employeersquos ability to clock-in

bull Unassigned ShiftmdashEmployees can clock-in on an ad-hoc basis if that shift is not already allocated This requires manager approval after the employee signs in and will not be reported to payroll report unless it is approved by the manager

Timecard and Shift Management is accessible from both the IPsession web interface and Cisco IP phone services interface

Tasks Alerts

Once a task alert is displayed on the store phone employees have to acknowledge the tasks by entering their employee ID If a task alert goes unacknowledged for five minutes (configurable time setting) it will resend the task alert in combination with escalation to the manager The escalation is sent to the store manager on his cellular phone If it is still not acknowledged it performs a final escalation to a globally configured user ID

Daily Deposit

The Daily Deposit function sends a daily notification to the store phones to enter their daily deposits The time of the notification is configurable Reports can be generated on daily weekly and monthly basis

Administration Interface

All the retail specific features are grouped under ldquoIPsession Retailrdquo application in the IPsession web interface All the features are grouped under the retail specific applications Navigate through the links for configuration and administration purposes as shown in Figure 6

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Figure 6 Retail Applications

The Cisco Unified Communications Store Employee Dashboard solution consists of an IPcelerate IPsession appliance and Cisco Unified Communication Manager and IP phones To facilitate the testing of this solution additional Cisco components were used to provide a retail network infrastructure context A simulated retailer was created complete with a data center and three stores small medium and large This environment provided the services and enhancements described in the following sections that contributed to the performance security and management of the solution

Intelligent Retail Network

The small medium and large stores were built to the specifications of the IP telephony designations of the Intelligent Retail Network reference architectures Each store consists of access routing switching and security services For additional information on the Intelligent Retail Network see the following URL httpwwwciscocomwebstrategyretailirnhtml

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Unified Communications

The following components were used

The Unified Communications implementation was a default installation of Cisco Unified Communication Manager 51 It is assumed that an actual retailer would implement a clustered implementation of Cisco Unified Communication Manager For additional guidance on installing the Cisco Unified Communications see the following URL httpwwwciscocomenUSproductsswvoiceswps556prod_installation_guide09186a0080792e5ehtml

bull VoIP phones

The solution used G729a as the compression protocol for phone calls over the WAN and Skinny Call Control Protocol (SCCP) as the telephony control protocol SCCP is required because the firmware image is smaller than the SIP firmware image Multicast audio streamed to the phones for Task Alert used G711 protocol Current phones lack sufficient memory to support XML applications in the larger SIP image

Quality of Service

The Cisco Unified Communications Store Employee Dashboard solution can potentially be a disruptive technology if not provisioned correctly because the application and media is bandwidth consumptive (see Performance page 37)

Using quality-of-service (QoS) protects the retailerrsquos enterprise POS voice and media traffic from being disturbed by other forms of consumptive traffic The following configurations were used consistently across the small medium and large stores

QoS in this solution is implemented as Class-Based Weighted Fair Queueing (CBWFQ) with priority express forwarding for the voice traffic (see Table 3) Policy maps are used to classify traffic inbound on LAN interfaces and to queue traffic outbound on WAN interfaces Common performance issues today are often the result of misbehaving applications generating excessive traffic By properly classifying and queuing network traffic performance can be greatly improved Through the use of QoS and multicast retailers can remain extremely conservative on their WAN bandwidth provisioning

The method of QoS used in the testing lab was based on the Cisco Enterprise Quality of Service reference design For more information on QoS see the following URL wwwciscocomunivercdcctddocsolutionesmqossrndpdf

Table 3 Cisco Enterprise Quality of Service

QoS Baseline Model Description

Voice Voice in Low Latency Queue - Priority

Interactive-Video Video conferencing in Low Latency Queue - Priority

Streaming-Video IPTV Streaming Video

Call-Signaling Bandwidth guaranteed for Call-Signaling

IP Routing Routing bandwidth guarantee

Network-Management Network Management bandwidth guarantee

Mission-Critical Data Identified Mission Critical Data (ie POS timeclock etc)

Transactional Data Transactional Data Applications (ie IPsession Remote desktop etc)

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Task Alert Multicast Audio Message

The Cisco Unified Communications Store Employee Dashboard solution uses several types of communication Multicast is used to send audio messaging Task Alert message uses roughly 92 kbps of WAN bandwidth See Quality of Service Implementation page 31 and Multicast Implementation page 33 for optimization services that mitigate the traffic impact of the solution

For example assume a retailer wants to deploy the Cisco Unified Communications Store Employee Dashboard solution within its stores The retailer has 100 stores with 10 phones in each store Without multicast enabled 1000 audio streams (100x10) would be sent from the central IPsession appliance With multicast enabled the central IPsession appliance multicasts a single audio stream to each store router (100 audio streams total in this example) and allows the local store router to replicate the streams to the phones This avoids taxing the valuable WAN bandwidth

Multicast is a complex topic with varying degrees of design concerns for individual retailers This document provides configuration examples that were used to provide multicast functionality within the lab For additional multicast design guidance see the following URL

httpwwwciscocomenUStechtk828tech_design_guides_listhtml

Security

Security is an integral component of all retail networks requiring adherence to industry regulations such as the Sarbanes-Oxley Act of 2002 (SOX) and Payment Card Industry (PCI) Additional retail-focused security recommendations are located the PCI Solution for Retail Design and Implementation Guide at the following URL

httpwwwciscocomwebstrategyretailpcihtml

Segmentation for security purposes occurs in all locations Within each store retail traffic is segmented by type (such as point-of-sale wireless voice and so on) and assigned an appropriate VLAN The store ISR protects these segments with integrated Cisco IOS security features such as packet filtering stateful inspection firewall NAT IPS and other services applied as appropriate Within the data center segmentation and firewalling is implemented between data center services such as IPsession Directory Cisco Unified Communication Manager DNS NTP and so on Management of network devices is secured using Access Control Server and Active Directory

This guide identifies the ports and protocols used by IP telephony with Cisco Unified Communication Manager and the IPcelerate IPsession application These services can then be accommodated in specific implementations as needed

Bulk Data General background transfer traffic (ie File Transfers E-mail TFTP etc)

Best-Effort All other traffic not identified

Scavenger Undesired traffic (ie point-to-point file sharing napster etc)

Table 3 Cisco Enterprise Quality of Service (continued)

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Implementing and Configuring the Solution

Implementing and Configuring the SolutionThe Cisco Unified Communications Store Employee Dashboard solution was implemented and validated as a proof-of-concept Testing involved the validation of functionality using 7970 Cisco IP phones within a centralized Cisco Unified Communication Manager 512 environment An IPcelerate IPsession appliance with an IPsession Retail image was centrally located in the data center The goal of the testing was to articulate the functionality of the Retail module features of IPsession

TopologyThe small medium and large Intelligent Retail Network reference architectures provide a ldquoreal worldrdquo retail contextual backdrop for this solution Each IRN store was centrally connected to a data center with traditional data center services such as domain name service (DNS) and Network Time Protocol (NTP) as well as Cisco Unified Communication Manager and the IPsession Appliance The logical topology of the validation lab is represented in Figure 7 For specific places in the network details see Appendix BmdashNetwork Diagrams page 46

OL-15175-01

Figure 7 Logical Topology

ServiceProvider

Data Center

WS-6509RCORE-2

WS-6509RCORE-1

IPcelerateIPsessionAppliance

Cisco 3845RWAN-2

Cisco 3845RWAN-1

Cisco 2821RSMALL-1

Cisco 3845RSP-2

Cisco 3845RSP-1

Cisco 3845RMED-2

Cisco 3845RMED-1

Cisco 3845RLRG-2

Cisco 3845RLRG-1

WS-C4506SLRG-2

WS-C4506SLRG-1

WS-C3560-48PS-SSMED-1

WS-C3750-48PS-SSLRG-4

OL-15175-01

Testing ToolsTable 4 lists and describes the testing tools used

Configuration Task Lists

IPcelerate IPsession Configuration

The following are considerations for configuring the IPsession retail solution It is recommended the configuration be performed in the following sequence

bull Server Configuration

bull Store Configuration

bull Employee Configuration

The following are parameters for each area

Server Configuration

Retail Configuration Parameters

This section provides the IPsession Retail specific configuration parameters From IPsession web interface select Configure-gtIPsession Retail Store to set the parameters Set the appropriate values for these parameters as displayed in Table 5 For IPsession Server configuration refer to IPsession manual

Table 4 Testing Tools

Testing Tool Function

IPerf IPerf is a traffic generation utility It was used to create both multicast UDP traffic as well as session-based TCP traffic simulating an FTP file transfer and web traffic stream

Ethereal Network traffic analyzer

Table 5 IPcelerate Configuration

Parameter Description

Vendor Name Name of the franchisee for example Cisco Retail

Application Name Name of the combined application for example IPsession Retail This will appear in the web and phone interface

Daily Deposit Text Ring Select a ring tone that will be played when the daily deposit reminder is sent to the phone

Notify When Deposit Entered Set to TRUE if a alert will be sent to the managers

Perform Daily Deposit At Time when daily deposit reminder will be delivered

Daily Deposit Escalate Interval Time interval after which a second reminder is delivered

Task Alert Escalate Interval ( First Time ) Time interval after which the task is escalated to the store manager

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Task Alert Escalate Interval ( Second Time ) Time interval from first in escalation when it will further be escalated

Task Escalate first escalate Tone Select a ring tone when the task will be escalated for the first time

Task Escalate second escalate Tone Select a ring tone when task will be escalated for second time

Task Escalate User id Select a user id who will receive the Task second escalation messages

Timecard Escalate Interval An interval after which an employee do not sign in

Notify Timecard threshold To When an employee exceeds the weekly maximum allowed shift duration send an escalation to call to this user

Inbound Call Time Time duration for an inbound external call after which it should be terminated

Outbound Call Time Time duration for an outbound external call after which it should be terminated

Enable InOut bound Call TruemdashEnable the feature to disconnect external call after it reaches certain duration

Call Termination Alert tone When the call terminated this ring tone is played prior to the termination of the call

Maximum time limit for sign in How long an employee can sign in after the shift has been started

Maximum Shift Extension Duration Maximum hours an employee can enter for shift extension request

Prior Shift Sign in Limit When an employee can sign in a shift before itrsquos schedule time

Maximum UnAssigned Shift Duration When an employee chooses to sign in a shift he cannot request more than this time to sign in an unassigned shift

Minimum Shift Duration When shifts are created from the web interface it can not be less than this time

No Of Weeks For Payroll Report Payroll report is calculated based on the number of weeks

Shift Coverage for Employees When shift coverage is initiated it sends the request to the employees based on this configuration It sends the shift coverage request to store managers and area directors irrespective of this configuration

Select the Day to Start on Week Weekly start date for payroll report if this is not Sunday

Table 5 IPcelerate Configuration (continued)

OL-15175-01

Stores

Create stores using the Administration Screen The fields shown in Table 6 need to be filled-in

These stores can also be imported via an Excel spreadsheet Refer to the IPcelerates Retail Administration Guide for correct procedures

Employees

In preparation for the employees being created it is recommended that the following employeesrsquo information is listed on an Excel spreadsheet

bull First Name

bull Last Name

bull Store to assign to

bull Logon ID (for example Adam Johnson could be AJohnson)

bull PIN Number (for example last five numbers of social security number or company employee number)

Table 6 Store Parameters

Store Name Name of the store

Add1 Street or road name

Add2 Suite or floor number

City City name

State State name

Country Select the country Currently it is set to United State only

Zip Code Zip code for the store

Tel No Telephone number of the store

Fax No Fax number of the store

Email Addr Email address of the store

Store Manager Select a store manager for this store

Table 7 Configuration Parameters

Employee ID Employee identification number It has to be unique for each employee

First Name Enter first name of the employee

Last Name Last name of the employees

Login User ID of the employee User ID should be unique in IPsession server If there are already existing employees with the same ID it will overwrite all the information

Password Password of the employee It will be required to login on the web interface

Retype Password Enter the password again

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These employees can also be imported via an Excel spreadsheet Refer to the IPcelerates Retail Administration Guide for correct procedures

Cisco Unified Communication Manager Server

Cisco Unified Communication Manager was installed using the current implementation guide available at the following URL httpwwwciscocomenUSproductsswvoiceswps556prod_installation_guide09186a0080792e5ehtml

The following steps outline the setup of Cisco Unified Communication Manager

Step 1 Installed Cisco Unified Communication Manager server 5113000 and added service pack 5121000 using MCS7845-H server

Step 2 Created small medium and large device pools representing each store location

Step 3 Added gateway routers and endpoint ports for small medium and large store routers

Step 4 Added phones and assigned appropriate dial plan partitions translations locations and SRST settings

Step 5 Verified SNMP settings for read-only access

Step 6 Added new Cisco Unified Communication Manager phone service for the IPcelerate IPsession Directory Service LS IPsession

Step 7 Service URL httpIPceleratecisco-irncom8080nipaNIPAXMLjspd=DEVICENAME

Existing Resources

The following resources were existing Microsoft Active Directory Domain controller server

Implementation Guidance

The IPsession Server is a complex product with many configuration options IPcelerate professional services are required to properly install and integrate this solution

Gender Male or Female

Add1 Street or road name of the employees residential address

Add2 Additional address information

City Employeersquos city of residence

State Employeersquos state of residence

Zipcode Employeersquos zip code of residence

Tel (R) Employeersquos home phone number

Mobile Employeersquos mobile phone number

Email Employeersquos Email address if any

Allocate Store Select the store where the employee will work primarily

Table 7 Configuration Parameters (continued)

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IPsession Retail Applications FAQs

Dialout

Q How many calls can the iDialOut application make simultaneously

A The number of simultaneous calls is directly proportional to the number of CTI ports created for that application The number of simultaneous calls does not have to equal the number of CTI ports created but it should not exceed the number of the number of CTI ports

Q Can I create a new or not use the header message for the iDialOut message

A You can create a new message using the iNVR application to be used as a new header file A header file must be used so a silent short audio file can be created to use as a header for this scenario

Task Alert

Q How many devices can receive Alerts

A The only devices that can receive alerts are the IPsession licensed devices however there is not a limit of licensed devices that can receive alerts If a device configured to receive alerts triggers an alert that device does not then receive its own alert

Q Can the displayed information be modified to show different fields of information

A Adding additional fields is not supported with the Task Alert application Using the provided templates administrators can supply the information per each phone

Announcements

Q What format can the audio file be saved as

A The audio files recorded through the iNVR application are saved only in a au file format The names of the files may be modified but the file type may not

Q Can the iNVR directory number be dialed from an external number

A The iNVR CTI port can be configured with a DID DN which will allow external incoming calls to initiate this application If the DN is known it can be reached from the Unity messaging system if available

Timecard

Q Can a user clock in from any phone or does it have to be a specific phone

A A user can clock into any phone that has the service subscribed to this phone Users also do not have to clock out using the same phone that they initially clocked in on

OL-15175-01

Troubleshooting

Dialout

Problem The application calls a phone but it drops quickly before anyone has time to answer

Solution Make sure that the CTI ports created allow for the type of call being made (locally internally and long distance) by verifying the Calling Search Space Partition and other like parameters

Problem The header message andor media file is not being played

Solution Verify the file type of the message not being played Dial-out only supports au files to be used

Solution Verify that the Max Call Duration is set high enough for the entire message to be played

Task Alert

Problem One or more phones do not receive the alert

Solution Verify that in the user profile that the MAC address and DN associated to that users profile matches the phone they are using

Solution Verify that the users phone is licensed by IPsession (associated to the IPsession CTI user in Call Manager)

Announcements

Problem The Employee ID entered is being rejected

Solution The Employee IDs that are being used must be unique from user to user verify that the Employee ID being entered is unique

Solution The Employee ID must be followed by the lsquorsquo key to continue

Problem The phone number the message is being sent to is not receiving the message

Solution The phone number entered through the iNVR application must be entered in exactly how you would dial it from an IP phone this includes any digits needed to gain outside access and any long distance codes

Solution Verify that the number being dialed is not being blocked (ie International and long distance numbers)

Timecard

Problem Cannot clock in

Solution Verify that the IP phone is subscribed to the Employee Dashboard service

Solution Verify that the login credentials used are accurate

Solution Verify that employee is associated to any one of stores

Solution Verify that employee groups are associated to employee

OL-15175-01

Cisco Services Configuration

Quality of Service Implementation

The Unified Communication Media Display solution can potentially be a disruptive technology if not provisioned correctly because the application and media is bandwidth consumptive (See Performance Section)

The use of QoS protects the retailerrsquos enterprise POS voice and media traffic from being disturbed by other forms of consumptive traffic The following configurations were used consistently across the small medium and large stores

ip access-list extended MISSION-CRITICAL-SERVERSremark ---POS Applications--- permit ip 192168520 000255 anypermit ip any 192168520 000255 ip access-list extended TRANSACTIONAL-DATA-APPS remark ---IPcelerate Application---permit ip host 1921684692 anypermit ip 2253150 000255 anypermit ip any host 1921684692permit ip any 23919200 000255 permit ip any host 239255255250 remark ---Remote Desktop---permit tcp any any eq 3389permit tcp any eq 3389 anyip access-list extended BULK-DATA-APPS

remark ---File Transfer---permit tcp any eq ftp any permit tcp any eq ftp-data any permit tcp any any eq ftp permit tcp any any eq ftp-data remark ---E-mail traffic---permit tcp any any eq smtp permit tcp any any eq pop3 permit tcp any any eq 143 permit tcp any eq smtp any permit tcp any eq pop3 any permit tcp any eq 143 any remark ---other EDM app protocols---permit tcp any any range 3460 3466permit tcp any range 3460 3466 anyremark ---messaging services---permit tcp any any eq 2980permit tcp any eq 2980 anyremark ---Microsoft file services---permit tcp any any range 137 139permit tcp any range 137 139 anyip access-list extended NET-MGMT-APPSremark - Router user Authentication - Identifies TACACS Control trafficpermit tcp any any eq tacacs permit tcp any eq tacacs any

class-map match-all VOICEmatch ip dscp ef IP Phones mark Voice to EFclass-map match-all INTERACTIVE-VIDEOmatch ip dscp af41 af42 Recommended markings for IPVCclass-map match-any CALL-SIGNALINGmatch ip dscp cs3 Call-Signaling marking

OL-15175-01

class-map match-all ROUTINGmatch ip dscp cs6 Routers mark Routing traffic to CS6class-map match-all NET-MGMTmatch ip dscp cs2 Recommended marking for Network Managementclass-map match-all MISSION-CRITICAL-DATAmatch ip dscp 25 Interim marking for Mission-Critical Dataclass-map match-all TRANSACTIONAL-DATAmatch ip dscp af21 af22 Recommended markings for Transactional Dataclass-map match-all BULK-DATAmatch ip dscp af11 af12 Recommended markings for Bulk Dataclass-map match-all SCAVENGERmatch ip dscp cs1 Recommended marking for Scavenger traffic

class-map match-all BRANCH-MISSION-CRITICALmatch access-group name MISSION-CRITICAL-SERVERS

class-map match-any BRANCH-BULK-DATAmatch protocol tftp Identifies TFTP traffic - Retailersmatch protocol nfs Identifies NFS traffic - Retailersmatch access-group name BULK-DATA-APPS ACL to reference

class-map match-any BRANCH-TRANSACTIONAL-DATA Must use match-anymatch protocol citrix Identifies Citrix trafficmatch protocol ldap Identifies LDAP trafficmatch protocol telnet Identifies Telnet trafficmatch protocol sqlnet Identifies Oracle SQLNET trafficmatch protocol http url SalesReport Identifies SalesReport URLsmatch access-group name TRANSACTIONAL-DATA-APPS Other Apps

class-map match-any BRANCH-NET-MGMTmatch protocol snmp Identifies SNMP trafficmatch protocol syslog Identifies Syslog trafficmatch protocol dns Identifies DNS trafficmatch protocol icmp Identifies ICMP trafficmatch protocol ssh Identifies SSH trafficmatch access-group name NET-MGMT-APPS Other Network Management Apps

class-map match-any BRANCH-SCAVENGERmatch protocol napster Identifies Napster trafficmatch protocol gnutella Identifies Gnutella trafficmatch protocol fasttrack Identifies KaZaa (v1) trafficmatch protocol kazaa2 Identifies KaZaa (v2) trafficpolicy-map BRANCH-LAN-EDGE-INclass BRANCH-MISSION-CRITICALset ip dscp 25class BRANCH-TRANSACTIONAL-DATAset ip dscp af21 Transactional Data apps are marked to DSCP AF21class BRANCH-NET-MGMTset ip dscp cs2 Network Management apps are marked to DSCP CS2class BRANCH-BULK-DATAset ip dscp af11 Bulk data apps are marked to AF11class BRANCH-SCAVENGERset ip dscp cs1 Scavenger apps are marked to DSCP CS1

policy-map BRANCH-WAN-EDGEclass VOICEpriority percent 18 Voice gets 552 kbps of LLQclass INTERACTIVE-VIDEOpriority percent 15 384 kbps IPVC needs 460 kbps of LLQclass CALL-SIGNALINGbandwidth percent 5 Minimal BW guarantee for Call-Signalingclass ROUTINGbandwidth percent 3 Routing class gets 3 explicit BW guarantee

OL-15175-01

class NET-MGMTbandwidth percent 2 Net-Mgmt class gets 2 explicit BW guaranteeclass MISSION-CRITICAL-DATAbandwidth percent 15 Mission-Critical class gets min 15 BW guaranteerandom-detect Enables WRED on Mission-Critical Data classclass TRANSACTIONAL-DATAbandwidth percent 12 Transactional-Data class gets min 12 BW guaranteerandom-detect dscp-based Enables DSCP-WRED on Transactional-Data classclass BULK-DATAbandwidth percent 4 Bulk Data class gets 4 BW guaranteerandom-detect dscp-based Enables DSCP-WRED on Bulk-Data classclass SCAVENGERbandwidth percent 1 Scavenger class is throttledclass class-defaultbandwidth percent 25 Default class gets min 25 BW guaranteerandom-detect Enables WRED on the default class

policy-map BRANCH-LAN-EDGE-OUTclass class-default

interface Serial0010description T1 to SERVICE PROVIDERframe-relay traffic-shapingmax-reserved-bandwidth 100 overrides the default 75 BW limit

interface Serial00101 point-to-pointdescription PVC CONNECTION TO DATACENTERframe-relay interface-dlci 201 class fr_qos

map-class frame-relay fr_qos frame-relay fragment 160 frame-relay traffic-rate 1536000 1536000 frame-relay adaptive-shaping becn service-policy output BRANCH-WAN-EDGE

interface VlanXX description POS no service-policy input set_priority service-policy output BRANCH-LAN-EDGE-OUT service-policy input BRANCH-LAN-EDGE-IN

Multicast Implementation

Enabling multicast across the enterprise allows retailers to minimize the impact of bandwidth-consuming applications such as IPsession The multicast service allows IPsession to send a multicast stream to the desired stores rather than unicasting an audio stream to each individual phone at each individual store

1 Multicast routing was enabled across all routers using the following

ip multicast-routing Enables the router to route multicast traffic

2 All routers were configured to use the loopback 0 interface of RCORE-1 as the PIM rendezvous point because it is centrally located configured on a highly available chassis and loopback interfaces do not fail PIM Sparse-Dense mode was selected for its flexibility in supporting multicast applications Every router had the following statement configured

ip pim rp-address 192168110 192168110 is the loopback 0 interface of RCORE-1

OL-15175-01

3 IP PIM Sparse-Dense Mode was used to enable interfaces that were needed to participate in the multicast domain

interface Vlan45 description VOICE SERVICES ip pim sparse-dense-mode Enables interface to receivesend multicast trafficOn the WAN interfaces of the WAN-facing routers a multicast filter was applied to protect the enterprise from rogue multicast applications consuming valuable WAN bandwidthip access-list standard BlockMLocal permit 2253150 000255 Creates a standard access list that only permits the multicast addressing allowed for the IPsession Appliance

interface Serial101 point-to-pointip pim sparse-dense-modeip multicast boundary BlockMLocal Filters unauthorized multicast traffic from traversing the WAN This statement stops bi directional traffic and needs to be applied on both sides of the WAN connection

Refer to Appendix AmdashConfigurations page 39 for more configurations

Security

Table 8 lists the ports and protocols used by the Cisco Unified Communications Store Employee Dashboard solution

Table 8 Traffic Flows

Source Device Source port Destination Device Destination Port Protocol Comments

Web client users ltHIGHgt IpSession Server data center

8080 TCP Web client interface

IPsession Server data center ltHIGHgt Phones 80 TCP IPsession Server to phones

Phones ltHIGHgt IPsession Server data center

8080 TCP Phones to IPsession Server

IPsession Server data center ltHIGHgt Active Directory 389 TCP Server performing an LDAP lookup

ltHIGHgt Phones ltHIGHgt UDP IPsession sending unicast audio stream

ltHIGHgt Active Directory 53 UDP DNS lookup

OL-15175-01

Testing

Test PlanThe testing of the Cisco Unified Communications Store Employee Dashboard solution included the creation of several users representing store employees managers directors and administrators Using the existing Retail store architectures three stores were created in the IPsession application The small medium and large stores were assigned unique store numbers 1100 1200 and 1300 respectively These items represent a real-world retail environment that was used to perform the application feature tests described below

Testing StepsThe testing of the Cisco Unified Communications Store Employee Dashboard solution was divided into sequential steps The following list comprises the tests that were performed

bull Create store schedule from manager PC

bull Create store schedule from IP Phone

bull Employee time-off requests appear and employee cannot be scheduled

bull Export schedule to Excel spreadsheet

bull Employee clocks inout at scheduled time for shift from IP Phone

bull Employee clocks in late or does not clock in at all for scheduled shift from IP Phone System notifies store supervisor

bull Employee clocks in for non-assigned shift from IP Phone Logged in system for manager approval

bull Store manager approvesrejects non-assigned shift clock in

Phones 68 255255255255 67 UDP DHCP request for services

ltHIGHgt Cisco Unified Communication Manager

69 (high) UDP Check phone load file

6970 TCP Register with Cisco Unified Communication Manager

2000 TCP Register with Cisco Unified Communication Manager-Skinny

8080 TCP Check services directory

ICMP IPsession Server data center

ICMP ICMP Destination port unreachable

Table 8 Traffic Flows (continued)

OL-15175-01

Testing

bull Employee requests time off from IP Phone

bull Store manager approvesrejects time off request

bull Store employee is notified of approvalrejection of time-off request

bull Store director records announcement message

bull Employee listens to announcement message of the day

bull Store manager schedules task alert from web interface

bull Employee receives task alert at scheduled time from IP Phone

bull Employee confirms completion of task

bull Employee fails to confirm completion of task and store manager is notified of non-completion of task

bull District supervisor notified of a non-completed task

bull Store manager requests shift to be filled System calls out to local stores andor employees with automated message

bull Available store andor employee receives message containing shift information and is instructed to contact requesting store manager if shift can be filled

bull Store supervisor enters daily deposit total into IP Phone

bull District supervisor retrieves daily deposit report from system

Test ResultsAll of the tests were completed satisfactorily The following items were noted when building the test environment and executing the prescribed tests

1 Cannot delete stores or rename them via the Management interface To removerename a store obtain a script from IPcelerate or edit the database directly

2 A space should not be used when creating the store name this caused an improper display of store names to select from when searching on the phone

3 Users can only identify themselves to the application with their employee ID number The use of passwords or a PIN number is not available at this time This could be perceived as a poor security practice The design intention with this feature of the application use of only employee ID number was for user convenience This has been reported as being sufficient for current customers IPcelerate supports development of an IDPIN arrangement if needed

4 When submitting a blank shift name the subsequent shift selections listed on phones for managers are by ID number instead of using the friendlier shift name IPcelerate intends to modify this search result in a future revision

5 Automated escalation and shift request calls are created using text to speech The mechanical voice is difficult to understand in noisy environments There are no configuration settings to modify this behavior or selected voice

6 You must create a default dashboard and assign it in the server configuration or no menu will be displayed when accessing phone services

7 Phones need to be assigned to stores for automated services to function properly the included procedures do not clearly outline these steps

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Testing

8 There was no confirmation after creating the message of the day (MoD) announcement The system disconnects when you press upon completion of your recording but the message records and executes correctly

9 On the Employee Dashboard screen the MoD is listed as ldquoAnnouncementsrdquo not ldquoMessage of the Dayrdquo

10 District supervisor notification of non-completed tasks requires configuring the login name (not the Employee ID) of the person to be notified This occurs in the retail module configuration section and only one ID is configurable for the entire enterprise

Performance Network bandwidth utilization for task alert and clock-in for a single phone are depicted in Figure 8 and Figure 9 respectively

Figure 8 Task Alert with Multicast Audio Stream

100000

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63Seconds

MulticastAudio Message

Text Alert MessageAcknowledge Alert

AcknowledgementConfirmation

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Summary and Recommendations

Figure 9 Clock-In from Single Phone

Summary and Recommendations The Cisco Unified Communications Store Employee Dashboard solution successfully performed as a distributed common interface for employees and management to document daily attendance schedule vacation track store functional tasks and escalations collect and report daily deposit information and automate shift coverage requests to other stores

Traditional monochromatic displays are often difficult to interpret but this application is simple and intuitive The lab testers found in contrast that the application icons were easily readable and user friendly due to the color displays The touch screen interface made accessing and using the application straight forward

When using the phone interface employees and managers could only identify themselves with their employee ID number The applicationrsquos internal user database supports passwords and PINs but could not be used by the phone interface This is a poor security practice and could allow a malicious employee to manipulate other manageremployee information because employee IDs are often standardized or accessible in existing company documentation IPcelerate would support development of an IDPIN arrangement if needed The PC-based web user interface authenticates users through user IDs and passwords which is a better security practice

100000

200000

300000

400000

500000

600000

700000

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61Seconds

Return toTimecard Menu

Confirmation

Timecard Menu

Signing In

Loading Phone Services List

Loading Dashboard List

Loading Employee Dashboard Menu

OL-15175-01

Appendix AmdashConfigurations

The automated calls and task escalations were performed using a mechanical text-to-speech voice that was hard to understand in noisy environments A substantial amount of bandwidth is consumed when listening to announcements and automated calls because the IPsession application uses the G711 codec A deployment model leveraging QoSmulticast is critical to the successful implementation across a retail network

The IPcelerate IPsession application used in the Cisco Unified Communications Store Employee Dashboard solution demonstrates the additional value that can be achieved with an IP phone deployment in contrast to traditional PBX systems

All STORES

ip access-list extended MISSION-CRITICAL-SERVERSremark ---POS Applications--- permit ip any 192168520 000255

ip access-list extended TRANSACTIONAL-DATA-APPS remark ---IPcelerate Application---permit ip host 1921684692 anypermit ip 2253150 000255 anypermit ip any host 1921684692permit ip any 23919200 000255 permit ip any host 239255255250ip access-list extended BULK-DATA-APPS

remark ---File Transfer---permit tcp any any eq ftp permit tcp any any eq ftp-data remark ---E-mail traffic---permit tcp any any eq smtp permit tcp any any eq pop3 permit tcp any any eq 143 remark ---other EDM app protocols---permit tcp any any range 3460 3466permit tcp any range 3460 3466 anyremark ---messaging services---permit tcp any any eq 2980permit tcp any eq 2980 anyremark ---Microsoft file services---permit tcp any any range 137 139permit tcp any range 137 139 any

ip access-list extended NET-MGMT-APPSremark - Router user Authentication - Identifies TACACS Control trafficpermit tcp any any eq tacacs permit tcp any eq tacacs any

class-map match-all VOICEmatch ip dscp ef IP Phones mark Voice to EFclass-map match-all INTERACTIVE-VIDEOmatch ip dscp af41 af42 Recommended markings for IPVCclass-map match-any CALL-SIGNALING

OL-15175-01

match ip dscp cs3 Call-Signaling markingclass-map match-all ROUTINGmatch ip dscp cs6 Routers mark Routing traffic to CS6class-map match-all NET-MGMTmatch ip dscp cs2 Recommended marking for Network Managementclass-map match-all MISSION-CRITICAL-DATAmatch ip dscp 25 Interim marking for Mission-Critical Dataclass-map match-all TRANSACTIONAL-DATAmatch ip dscp af21 af22 Recommended markings for Transactional Dataclass-map match-all BULK-DATAmatch ip dscp af11 af12 Recommended markings for Bulk Dataclass-map match-all SCAVENGERmatch ip dscp cs1 Recommended marking for Scavenger traffic

policy-map BRANCH-WAN-EDGEclass VOICEpriority percent 18 Voice gets 552 kbps of LLQclass INTERACTIVE-VIDEOpriority percent 15 384 kbps IPVC needs 460 kbps of LLQclass CALL-SIGNALINGbandwidth percent 5 Minimal BW guarantee for Call-Signalingclass ROUTING

OL-15175-01

bandwidth percent 3 Routing class gets 3 explicit BW guaranteeclass NET-MGMTbandwidth percent 2 Net-Mgmt class gets 2 explicit BW guaranteeclass MISSION-CRITICAL-DATAbandwidth percent 15 Mission-Critical class gets min 15 BW guaranteerandom-detect Enables WRED on Mission-Critical Data classclass TRANSACTIONAL-DATAbandwidth percent 12 Transactional-Data class gets min 12 BW guaranteerandom-detect dscp-based Enables DSCP-WRED on Transactional-Data classclass BULK-DATAbandwidth percent 4 Bulk Data class gets 4 BW guaranteerandom-detect dscp-based Enables DSCP-WRED on Bulk-Data classclass SCAVENGERbandwidth percent 1 Scavenger class is throttledclass class-defaultbandwidth percent 25 Default class gets min 25 BW guaranteerandom-detect Enables WRED on the default class

interface FastEthernet xxdescription DATA LAN interfaces NOT VOICEservice-policy input BRANCH-LAN-EDGE-IN Marks Data on ingress

interface serial 00xdescription T1 to Datacentermax-reserved-bandwidth 100 overrides the default 75 BW limitservice-policy output BRANCH-WAN-EDGE

Multicast

Data Center

RCORE-1

ip multicast-routingip pim bidir-enableinterface Loopback0 ip pim sparse-dense-modeinterface Vlan42 description ip pim sparse-dense-modeinterface Vlan45 description Voice Services ip pim sparse-dense-mode

OL-15175-01

interface Vlan46 descriptionip pim sparse-dense-modeinterface Vlan101description ip pim sparse-dense-modeinterface Vlan104description ip pim sparse-dense-mode ip pim bidir-enableip pim rp-address 192168110

RCORE-2

ip multicast-routinginterface Vlan102 description ip pim sparse-dense-mode interface Vlan103 description ip pim sparse-dense-modeip pim rp-address 192168110

No active Sources on Core 2

WAN Routers

RWAN-1

ip multicast-routing

interface GigabitEthernet00ip pim sparse-dense-modeinterface GigabitEthernet01ip pim sparse-dense-mode

interface Serial101 point-to-pointip pim sparse-dense-modeip multicast boundary BlockMLocalinterface Serial102 point-to-pointip pim sparse-dense-modeip multicast boundary BlockMLocalinterface Serial103 point-to-point

ltnonegt

ip pim rp-address 192168110

ip access-list standard BlockMLocal permit 2253150 000255

OL-15175-01

RWAN-2

ltnonegt

Small Store

RSMALL-1

ip multicast-routinginterface Serial00001 point-to-pointdescription RSMALL-1 CONNECTION RSP-1ip pim sparse-dense-modeip multicast boundary BlockMLocalinterface Serial00101 point-to-pointdescription RSMALL-1 CONNECTION RSP-2ip pim sparse-dense-modeip multicast boundary BlockMLocalinterface Vlan11description POSip pim sparse-dense-modeinterface Vlan13description VOICEip pim sparse-dense-mode

OL-15175-01

Medium Store

RMED-1

ip multicast-routinginterface GigabitEthernet0011 description POS ip pim sparse-dense-modeinterface GigabitEthernet0013 description VOICE ip pim sparse-dense-modeinterface GigabitEthernet00102 description ROUTER LINK TO RMED2 VIA SMED2 ip pim sparse-dense-modeinterface GigabitEthernet01101description ROUTER LINK TO RMED-2ip pim sparse-dense-modeinterface Serial00001 point-to-pointdescription CONNECTION TO RWAN-1ip pim sparse-dense-modeip multicast boundary BlockMLocalinterface Vlan13description VOICEip pim sparse-dense-mode

RMED-2

ip multicast-routinginterface GigabitEthernet0011 description POS ip pim sparse-dense-modeinterface GigabitEthernet0013 description VOICE ip pim sparse-dense-modeinterface GigabitEthernet00102 description ROUTER LINK TO RMED2 VIA SMED2 ip pim sparse-dense-mode

interface GigabitEthernet01101 description ROUTER LINK TO RMED1 VIA SMED2 ip pim sparse-dense-modeinterface Serial00001 point-to-point

OL-15175-01

description CONNECTION TO RWAN-1ip pim sparse-dense-modeip multicast boundary BlockMLocalinterface Vlan13description VOICEip pim sparse-dense-mode

OL-15175-01

Appendix BmdashNetwork Diagrams

Large Store

Figure 10 Large Store Topology

L0 101062232S000 1010622130

L0 101062132S000 1010621730

RLRG-1 RLRG-2

SLRG-3 SLRG-4

SLRG-1 SLRG-2

OSPF Area 3

G011011010622530

G001021010623030

VLAN10001010631124

VLAN10001010631424

VLAN10001010631324

VLAN10001010631224

Data Center

Service Provider

G245 G247

G247 G245

G23 G23

G102G101G101

G345G347G345

93Cisco 7970101050104

OL-15175-01

Medium Store

Figure 11 Medium Store Topology

G00 2 TRUNK G01 3 TRUNK

L0 101046232S000 1010462130

L0 101046132S000 1010461730

RMED-2

SMED-1 SMED-2

OSPF Area 2

G011011010462530

G001021010463030

VLAN10001010471124

VLAN10001010471224

Data Center

Service Provider

RMED-1

Cisco 797010103410624

OL-15175-01

Small Store

Figure 12 Small Store Topology

VLAN-13101018124

S001 1010301330

L0 101030132

S000 101030930

RSMALL-1 OSPF Area 1

Data Center

Service Provider

Cisco 7970101018100

OL-15175-01

Data Center

Figure 13 Data Center Topology

RCORE-2

G748192168102630

G746192168101430

G00192168101330

S1001 1010301030DLCI 1001

S1002 1010461830DLCI 1002

S1003 1010621830DLCI 1003

S1001 1010301430DLCI 1004S1002 1010462230DLCI 1005S1003 1010622230DLCI 1006

L0 19216812032

L0 1921681132

ServiceProvider

G01192168102530

L0 1921681232

SmallStore

MediumStore

LargeStore

RWAN-1 RWAN-2

OSPF Area 0

G01192168101730

G748192168102230

G746192168101830

G00192168102130

RCORE-1

L0 19216811032

Active Directory- DNS

- DHCP19216842130

VLAN42 (Servers) VLAN45 (UC)

MSExchange

19216842140

CallManager512

19216845181

NTP119216862161

NTP219216862162

VLAN46 (XML) VLAN62 (TIME)

1921684692

MSSQL2005

1921684681

OL-15175-01

Service Provider

Figure 14 Service Provider Topology

RWAN-1 RWAN-2

Data Center Cloud

Data Center

ServiceProvider RSP-1 RSP-2

1921680016OSPF Area 0

S1001 1010301030DLCI 1001

S1002 1010461830DLCI 1002

S1003 1010621830DLCI 1003

G002561921680324

S100S100

SmallStore

101016020OSPF Area 1

MediumStore

LargeStore

S000 101030930DLCI 101

S001 1010301330DLCI 201

S000 1010621730DLCI 103

S000 1010622130DLCI 203

S000 1010461730DLCI 102

S000 1010462130DLCI 202

S00100S0100 S0000

S00100S0000 S0100

RMED-2RMED-1

RSMALL-1

RLRG-2RLRG-1

OL-15175-01

Cisco Validated DesignThe Cisco Validated Design Program consists of systems and solutions designed tested and documented to facilitate faster more reliable and more predictable customer deployments For more information visit wwwciscocomgovalidateddesigns

ALL DESIGNS SPECIFICATIONS STATEMENTS INFORMATION AND RECOMMENDATIONS (COLLECTIVELY DESIGNS) IN THIS MANUAL ARE PRESENTED AS IS WITH ALL FAULTS CISCO AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES INCLUDING WITHOUT LIMITATION THE WARRANTY OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THE DESIGNS EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES

THE DESIGNS ARE SUBJECT TO CHANGE WITHOUT NOTICE USERS ARE SOLELY RESPONSIBLE FOR THEIR APPLICATION OF THE DESIGNS THE DESIGNS DO NOT CONSTITUTE THE TECHNICAL OR OTHER PROFESSIONAL ADVICE OF CISCO ITS SUPPLIERS OR PARTNERS USERS SHOULD CONSULT THEIR OWN TECHNICAL ADVISORS BEFORE IMPLEMENTING THE DESIGNS RESULTS MAY VARY DEPENDING ON FACTORS NOT TESTED BY CISCO

CCDE CCENT Cisco Eos Cisco Lumin Cisco Nexus Cisco StadiumVision Cisco TelePresence the Cisco logo DCE and Welcome to theHuman Network are trademarks Changing the Way We Work Live Play and Learn and Cisco Store are service marks and Access RegistrarAironet AsyncOS Bringing the Meeting To You Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP CCVP Cisco the Cisco CertifiedInternetwork Expert logo Cisco IOS Cisco Press Cisco Systems Cisco Systems Capital the Cisco Systems logo Cisco Unity CollaborationWithout Limitation EtherFast EtherSwitch Event Center Fast Step Follow Me Browsing FormShare GigaDrive HomeLink Internet QuotientIOS iPhone iQ Expertise the iQ logo iQ Net Readiness Scorecard iQuick Study IronPort the IronPort logo LightStream Linksys MediaToneMeetingPlace MeetingPlace Chime Sound MGX Networkers Networking Academy Network Registrar PCNow PIX PowerPanels ProConnectScriptShare SenderBase SMARTnet Spectrum Expert StackWise The Fastest Way to Increase Your Internet Quotient TransPath WebEx andthe WebEx logo are registered trademarks of Cisco Systems Inc andor its affiliates in the United States and certain other countries

All other trademarks mentioned in this document or Website are the property of their respective owners The use of the word partner does not implya partnership relationship between Cisco and any other company (0807R)

OL-15175-01

Cisco Unified Communications Store Employee Dashboard-Solution Overview

Solution Description

Target Market

Solution Benefits

Scope of the Solution


Employees

Stores

Shifts


Tasks Alerts

Daily Deposit



Intelligent Retail Network and the SONA Framework

Application Layer

Integrated Network Services Layer


Small Store

Medium Store

Large Store

IPsession Architecture Framework

Cisco Unified Communications Store Employee Dashboard Solution-Components and Services

Solution Components

HardwareSoftware

Services and Functionality

Limitations and Caveats


IPcelerate

Employees

Stores

Shifts


Tasks Alerts

Daily Deposit


Cisco


Topology

Testing Tools




Troubleshooting


Testing

Test Plan

Testing Steps

Test Results

Performance


Appendix A-Configurations

QoS

Multicast

Data Center

WAN Routers

Small Store

Medium Store

Appendix B-Network Diagrams

Large Store

Medium Store

Small Store

Data Center

Service Provider


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