Cisco Preferred Architecture for Midmarket Collaboration Design Overview December 2014 © 2014 Cisco Systems, Inc. All rights reserved.
Preface Contents Preface .......................................................................................................................................................... 4 Documentation for Cisco Preferred Architectures ..................................................................................................... 4 About This Guide ......................................................................................................................................................
Preface Benefits .......................................................................................................................................................... 32 Deployment Best Practices ............................................................................................................................ 32 Cisco Unified Contact Center Express .................................................................................................................... 33 Recommended Deployment ..
Preface Preface Cisco Preferred Architectures provide recommended deployment models for specific market segments based on common use cases. They incorporate a subset of products from the Cisco Collaboration portfolio that is best suited for the targeted market segment and defined use cases. These deployment models are prescriptive, out-of-the-box, and built to scale with an organization as its business needs change.
Introduction Introduction In recent years, many new collaborative tools have been introduced to the market, enabling organizations to extend collaboration outside the walls of their businesses. Providing access to collaborative tools for employees outside the office is no longer a luxury; it is mandatory for businesses to stay relevant in today’s market. Today’s users expect immediate access to these tools from a wide variety of portable and mobile devices.
Introduction Architectural Overview The Cisco PA for Midmarket Collaboration provides end-to-end collaboration targeted for deployments of up to 1,000 users. This architecture provides high availability for critical applications and incorporates products developed and priced for the midmarket. The consistent user experience provided by the overall architecture facilitates quick user adoption, enabling an organization to recognize immediate value for its investment.
Introduction Figure 1. Cisco Preferred Architecture for Midmarket Collaboration Table 1 lists the products in this architecture. For simplicity, products are grouped into modules to help categorize and define their roles. The content in this guide is organized in the same modules. Table 1.
Introduction Module Component Description Applications Cisco Unity Connection Provides unified messaging and voicemail services Cisco Unified Contact Center Express (Unified CCX) Provides customer interaction management services Cisco Prime Collaboration Provisioning Standard Provides administrative functions (provisioning) for Cisco Unified Communications applications Cisco Business Edition 6000 Cisco Business Edition (BE) 6000 is a packaged system designed specifically for organizations with up
Introduction Cisco recommends always deploying redundant configurations to provide the highest availability for critical business applications; however, a non-redundant Cisco BE 6000 server configuration may be deployed for organizations that do not require full redundancy. Note: Space is available on the second Cisco BE 6000 server for additional Cisco Unified Communications applications.
Introduction Figure 3. Cisco ISR and ASR Functions The Cisco ISR and ASR have additional slots that support add-on modules such as wireless controllers and VMware ESXi servers. Deployments can use various Cisco ISR and ASR models to support different features, to scale, and to accommodate additional services. The modular design enables the Cisco ISR and ASR to be deployed at headquarters, remote locations, or branch locations.
Endpoints Endpoints Cisco Collaboration endpoints provide a wide range of features, functionality, and user experiences. Cisco endpoints range from low-cost, single-line phones and soft clients to three-screen Cisco TelePresence endpoints, allowing an organization to deploy the right variety of endpoints to meet users’ needs (Figure 4).
Endpoints Recommended Deployment Cisco Unified CM is the call control server for the Cisco PA for Midmarket Collaboration. Cisco Unified IP Phones, Jabber clients, and TelePresence video endpoints use SIP to register directly to Cisco Unified CM. The Unified CM cluster’s failover mechanism provides endpoint registration redundancy.
Call Control Call Control Call control is the core element for any communications deployment. It provides endpoint registration, call processing, and call admission control. Call control design considerations include the enterprise dial plan, endpoint addressing scheme, calling party presentation, call admission control, codec selection, PSTN connectivity, and general trunking requirements, as well as other factors.
Call Control Recommended Deployment • Deploy two Cisco Unified CM servers in a cluster configuration that includes a publisher node and a subscriber node for redundancy. • Deploy two IM and Presence Service servers in a cluster configuration that includes a publisher node and a subscriber node for redundancy. • Enable Cisco SRST on the Cisco ISR as a backup service at remote sites to provide high availability.
Call Control Figure 6. Cisco Unified CM Cluster SIP Trunk Recommendations Use SIP trunks from Cisco Unified CM to communicate with all the components in the Cisco PA for Midmarket Collaboration, including external entities such as third-party systems. SIP trunks offer the following benefits: • SIP trunks provide a standards-based environment that reduces operations and maintenance complexity of the end- to-end solution. • SIP trunks are enhanced with presence information.
Call Control Note: SRST is not available for Cisco EX, MX, or SX Series endpoints. See the SRST data sheet for information about endpoints that support SRST. Dial Plan A structured, well-designed dial plan is essential to successful deployment of any call control system.
Call Control For endpoints without assigned PSTN-based direct inward dial (DID) numbers (no E.164 number representation exists), create enterprise-wide unique endpoint addresses outside of the default +E.164 domain. These endpoint addresses should be in line with the internal dialing habit defined to reach these endpoints.
Call Control Class of Service Classes of service define which users can access which services, such as allowing only emergency and local calls from lobby phones while allowing unrestricted calls from executive phones. The complexity of the dial plan is directly related to the number of differentiated classes of service it supports. To define classes of service, configure partitions and calling search spaces in Cisco Unified CM.
Conferencing Conferencing The ability for three or more people to communicate in real time by using voice and video technologies is a core component of collaboration. Cisco rich media conferencing builds upon existing infrastructure in place for point-to-point calls, offering users a consistent voice and video experience (Figure 7). Figure 7. Architecture for Conferencing Table 7 lists the roles of the conferencing components in this architecture and the services they provide. Table 7.
Conferencing There are three types of conferences: • Ad hoc or instant — A conference that is not scheduled or organized in advance. For example, a call between two parties who add other parties to the call is an ad hoc conference. • Rendezvous or permanent — A conference that requires callers to dial a predetermined number or URI to reach a shared conferencing resource. Meet-me, static, and permanent are other names for this type of conference.
Conferencing Deployment Best Practices Audio and Video Instant Conferences For ad hoc audio and video conferences, use an on-premises MultiParty Media 400v TelePresence Server managed by TelePresence Conductor as a media resource. TelePresence Conductor conference templates are referenced by multiple virtual IP addresses.
Conferencing and URIs are in line with the CMR template configured in TMS. As users create their CMRs, TMSPE provisions and configures the necessary settings on TelePresence Conductor, and no further interaction is needed from an administrator. Scheduled Audio Conferences Customers with audio-only phones can use Cisco WebEx Software as a Service (SaaS) to host conferences. This solution provides voice and video conferencing with content sharing capability on a single platform.
Conferencing WebEx Enabled TelePresence (CMR Hybrid) Cisco WebEx Enabled TelePresence combines the scheduled on-premises video conference and the WebEx cloud-based conference into a single meeting. Participants can join the scheduled meeting using the WebEx meeting client or a TelePresence device, and they experience two-way video, audio, and content sharing from their respective devices.
Conferencing Support for Multiple Call Processing Sites Organizations may choose to implement more than one Cisco TelePresence Conductor cluster for any of the following reasons: • Administrational separation — This includes the need to keep users from different parts of the organization on separate infrastructures or to have different departments operate different parts of the communications infrastructure.
Collaboration Edge Collaboration Edge Business demand for connectivity between organizations by leveraging the Internet has increased significantly over the past few years. For many organizations, this connectivity is a fundamental requirement for conducting day-to-day activities. Moreover, securely connecting mobile workers and remote sites to each other and to headquarters is critical functionality that enables organizations to accomplish their business goals.
Collaboration Edge Recommended Deployment Headquarters • Deploy a Cisco Expressway-C and Expressway-E server pair to enable remote Jabber and TelePresence video endpoint registrations, IM and Presence, and secure business-to-business connectivity through the firewall. Cluster both Expressway-C and Expressway-E servers in both pairs.
Collaboration Edge Figure 13. Traversal for Registrations Through Firewall with Expressway-C and Expressway-E Figure 14. Traversal for Business-to-Business Calls Through Firewall with Expressway-C and Expressway-E Cisco Expressway-C Place Expressway-C in the trusted network inside the organization.
Collaboration Edge Cisco Expressway-E Because Expressway-E is reachable directly from the untrusted, external network, it should be placed in a DMZ for security. The organization’s firewall policies control communications to and from this server. Deploy Expressway-E to: • Function as a traversal server and allow secure communications to and from Expressway-C • Enable audio and video connections to other organizations using SIP or H.
Collaboration Edge Mobile and Remote Access The mobile and remote access feature enables Jabber clients and Cisco EX, SX, C, and MX Series endpoints to register securely to Cisco Unified CM through Expressway-E and Expressway-C without any VPN. A Jabber client can send and receive several types of collaboration flows (audio, video, instant messaging, and presence), while a hardware endpoint can send audio and video streams.
Collaboration Edge PSTN Connectivity for Voice Enable PSTN connectivity for voice calls by using either an analog or ISDN interface. A Cisco ISR with analog or ISDN cards provides these interfaces. Connectivity is usually local, and a site with PSTN interfaces uses its local ISR as a voice gateway. Follow these recommendations for deploying an ISR for PSTN connectivity: • PSTN interface (analog or ISDN) ◦ The device providing these interfaces is a Cisco ISR with analog or ISDN cards.
Applications Applications In addition to the call processing and media resource components, the Cisco PA for Midmarket Collaboration includes the following Cisco applications to enhance usability, functionality, and management (Figure 16): • Unity Connection to provide messaging • TelePresence Management Suite for conference scheduling and Collaboration Meeting Room (CMR) administration • Unified Contact Center Express (CCX) for customer care • Prime Collaboration Provisioning Standard for user and device
Applications Cisco Unity Connection Cisco Unity Connection enables users to access and manage voice messages in a variety of ways, such as by email inbox, web browser, Cisco Jabber, Cisco Unified IP Phone, TelePresence, smartphone, tablet, and many more. Users can interact with Unity Connection either through phone keypad keys or through voice commands that they speak into the phone handset, headset, or speakerphone.
Applications Single Inbox, one of the unified messaging features in Cisco Unity Connection, synchronizes voice messages in Unity Connection and Microsoft Exchange mailboxes. Unity Connection supports the Single Inbox feature with on-premises Microsoft Exchange, cloud-based Microsoft Exchange, or Microsoft Office 365 server, thereby providing unified messaging for voicemail.
Applications For contact center deployments, use Cisco Finesse as the agent and supervisor desktop. Cisco Finesse is a browserbased application implemented through a Web 2.0 interface with no client-side installation required, and it is highly customizable. In addition, Cisco Finesse supports E.164, which adheres to the dial plan design recommendations discussed in the Dial Plan section.
Applications Cisco TelePresence Management Suite Extension for Microsoft Exchange (TMSXE) TMSXE allows end users to schedule meetings using their Microsoft Outlook clients and including room video systems. Room resources in Microsoft Exchange are mapped to systems within TMS.
Applications Cisco Prime Collaboration Provisioning Standard Cisco Prime Collaboration Provisioning Standard provides a centralized provisioning interface that simplifies administration of day-to-day activities, such as moves, adds, changes, and deletions (MACD) of user devices and services in an organization (Figure 19). Figure 19. Cisco Prime Collaboration Provisioning Standard Recommended Deployment Deploy Cisco Prime Collaboration Provisioning Standard on the primary BE6000 server.
Appendix Appendix Product List This product list identifies the Cisco products in the Preferred Architecture for Midmarket Collaboration, along with their relevant software versions. Product Product Description Recommended Software Version Cisco Unified Communications Manager and IM and Presence Service Call control, instant messaging, and presence services 10.5 Cisco Unity Connection Voicemail services 10.
Appendix Licensing Options This table identifies the licensing options.
Appendix Sample Order This sample order is for a deployment with redundant Cisco BE 6000 servers for an organization with 250 users. The products in the Bill of Materials (BOM) were chosen to address the midmarket price point and to enable organizations to scale. Cisco has a range of products that provide various features and functionality. Organizations can choose different products based on their business needs. Figure 20. Components in the Sample Deployment Table 11.
Appendix Sample Bill of Materials Infrastructure Item Description Quantity BE6K-STBDL-PLS-K9= Cisco BE6000 High Density Server Export Restricted SW 2 CON-SNT-BE6KSTBL SMARTNET 8X5XNBD CSC BE 6000UCS C Serv TRC39.
Appendix Item Description Quantity C2951-VSEC/K9 Cisco 2951 Voice Sec. Bundle PVDM3-32 UC&SEC Lic FL-CUBE10 2 CON-SNT-2951VSEC SMARTNET 8X5XNBD Cisco 2951 Voice Sec.
Appendix Item Description Quantity L-VTS-UPG-PAK Cisco Virtual Telepresence Server e-delivery Upgrade PAK 1 CON-ECMU-LVTSUP SWSS UPGRADES Cisco Virtual Telepresence Server e-deli L-AES-VTS-K9 AES and HTTPS option for VTS L-VTS-TPSINTOP Order L-VTS-UPG-PAK for e-Delivery Virtual TS Interop Lic 1 1 1 Licensing Cisco BE 6000 and User Licenses Item Description Quantity R-CBE6K-K9 Cisco Business Edition 6000-Electronic SW Delivery-Top Level 1 CON-NEMU-RCBE6KK SNTC SWSS UPGRADES Cisco Business Edit
Appendix BE6K-PAK Cisco Business Edition 6000 - PAK - Single Fulfillment CCX-10-N-E-LIC CCX 10.0 ENH Seat Qty 1 LICENSE ONLY CON-NEMU-CCX10NEL SNTC SWSS UPGRADES CCX 10.
Appendix LIC-EXP-E Enable Expressway-E Feature Set 6 LIC-EXP-E-PAK Expressway Series Expressway-E PAK 1 LIC-EXP-GW Enable GW Feature (H323-SIP) UWL-PRO-PAK CUWL PRO 9.x PAK 12 1 LIC-UWL-PRO-A Services Mapping SKU Under 1K UWL PRO users 50 CON-NEMU-LICUWLPA SNTC SWSS UPGRADES Services Mapping SKU 50 WBXMTSVR2-UWLUSRK9 WebEx Meetings Server 2.x Users WBXMTSVR-UWL-K9 Webex Meetings Server 2.
Appendix Cisco Unified IP Phones and TelePresence Video Endpoints Item Description Quantity CTS-SX20-PHD4X-K9 SX20 Quick Set HD NPP 4x PHDCam 1 mic remote cntrl 1 CON-ECDN-SX2PHD4X ESS WITH 8X5XNBD SX20 Qk Set HD NPP4x PHDCam1 mic RC PWR-CORD-US-A Pwr Cord US 1.
Appendix Item Description Quantity CTS-EX90-K9 EX90 - NPP Touch UI 1 CON-ECDN-CTS-EX90 ESS WITH 8X5XNBD EX90 base system including NPP option PWR-CORD-US-A Pwr Cord US 1.8m Black YP-12 To YC-12 1 1 LIC-EX90-DD EX90 DD Option 1 LIC-EX90-PR EX90 PR Option 1 LIC-S52000-TCX.
