Cisco Unified Communications System 8.x SRND

Cisco Unified Communications System Release 8.x SRND

February 29, 2012

Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

Text Part Number: OL-21733-16

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE 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 THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Cisco Unified Communications System 8.x SRND 20102012 Cisco Systems, Inc. All rights reserved.

CONTENTSPrefacexxxix xxxix

New or Changed Information for This Release Revision Historyxl

Obtaining Documentation and Submitting a Service Request Cisco Product Security Overview Conventions1xli xli

xli

CHAPTER

Introduction

1-1 1-3

Cisco Unified Communications System Architecture How to Use This Design Guide11-6

PART

Unified Communications Networking2

CHAPTER

Overview of Cisco Unified Communications Networking Architecture2-3 2-4 2-4

2-1

High Availability Capacity Planning3

CHAPTER

Network Infrastructure

3-1 3-4

What's New in This Chapter

LAN Infrastructure 3-4 LAN Design for High Availability 3-4 Campus Access Layer 3-5 Routed Access Layer Designs 3-7 Campus Distribution Layer 3-10 Campus Core Layer 3-12 Power over Ethernet (PoE) 3-13 Energy Conservation for IP Phones 3-13 Category 3 Cabling 3-15 IBM Type 1A and 2A Cabling 3-15 LAN Quality of Service (QoS) 3-16 Traffic Classification 3-17 Interface Queuing 3-19

Cisco Unified Communications System 8.x SRND OL-21733-16

iii

Contents

Bandwidth Provisioning 3-20 Impairments to IP Communications if QoS is Not Employed 3-20 QoS Design Considerations for Virtual Unified Communications with Cisco UCS B-Series Blade Servers 3-20 Standard Switching Element QoS Behavior 3-21 Congestion Scenario 3-22 Design Recommendations 3-22 Network Services 3-23 Domain Name System (DNS) 3-23 Dynamic Host Configuration Protocol (DHCP) 3-25 Trivial File Transfer Protocol (TFTP) 3-28 Network Time Protocol (NTP) 3-35 WAN Infrastructure 3-36 WAN Design and Configuration 3-37 Deployment Considerations 3-37 Guaranteed Bandwidth 3-38 Dynamic Multipoint VPN (DMVPN) 3-39 Best-Effort Bandwidth 3-39 WAN Quality of Service (QoS) 3-40 Traffic Prioritization 3-41 Scavenger Class 3-43 Link Efficiency Techniques 3-43 Traffic Shaping 3-45 Bandwidth Provisioning 3-47 Provisioning for Bearer Traffic 3-48 Provisioning for Call Control Traffic 3-52 Wireless LAN Infrastructure 3-57 Architecture for Voice and Video over WLAN 3-57 Wireless Access Points 3-58 Wireless LAN Controllers 3-59 Authentication Database 3-59 Supporting Wired Network 3-59 Wireless Unified Communications Endpoints 3-60 Wired Call Elements 3-60 Call Control 3-60 Media Termination 3-60 High Availability for Voice and Video over WLAN 3-61 Supporting Wired Network High Availability 3-61 WLAN High Availability 3-61 Call Processing High Availability 3-63Cisco Unified Communications System 8.x SRND

iv

OL-21733-16

Contents

Capacity Planning for Voice and Video over WLAN 3-63 Design Considerations for Voice and Video over WLAN 3-63 Wireless AP Configuration and Design 3-67 Wireless LAN Controller Design Considerations 3-68 WLAN Quality of Service (QoS) 3-69 Traffic Classification 3-70 User Priority Mapping 3-70 Interface Queuing 3-70 Wireless Call Admission Control 3-71 Service Advertisement Framework (SAF) 3-72 Services that SAF Can Advertise 3-72 SAF Networks 3-73 SAF Forwarders, SAF Clients, and non-SAF Networks SAF Autonomous Systems 3-784

3-73

CHAPTER

Unified Communications Security What's New in This Chapter4-2

4-1

General Security 4-3 Security Policy 4-3 Security in Layers 4-4 Secure Infrastructure 4-5 Physical Security 4-5 IP Addressing 4-5 IPv6 Addressing 4-6 Access Security 4-6 Voice and Video VLANs 4-6 Switch Port 4-8 Port Security: MAC CAM Flooding 4-8 Port Security: Gratuitous ARP 4-9 Port Security: Prevent Port Access 4-10 Port Security: Prevent Rogue Network Extensions 4-10 DHCP Snooping: Prevent Rogue DHCP Server Attacks 4-11 DHCP Snooping: Prevent DHCP Starvation Attacks 4-13 DHCP Snooping: Binding Information 4-13 Requirement for Dynamic ARP Inspection 4-14 802.1X Port-Based Authentication 4-15 Phone Security 4-17 PC Port on the Phone 4-17 PC Voice VLAN Access 4-18Cisco Unified Communications System 8.x SRND OL-21733-16

v

Contents

Web Access Through the Phone 4-19 Video Capabilities 4-19 Settings Access 4-19 Phone Authentication and Encryption 4-20 VPN Client for IP Phones 4-21 Quality of Service 4-21 Access Control Lists 4-22 VLAN Access Control Lists 4-22 Router Access Control Lists 4-23 Firewalls 4-24 Routed ASA 4-26 Transparent ASA 4-26 ASA Unified Communications Proxy Feature 4-27 ASA TLS Proxy 4-28 ASA Phone Proxy 4-28 ASA Mobility Proxy Feature 4-29 ASA for Unified Presence 4-29 ASA Intercompany Media Engine Proxy 4-29 Basic Deployment 4-30 Offpath Deployment 4-30 Mid-Call PSTN Fallback 4-31 Design Considerations 4-32 High Availability 4-33 Capacity Planning 4-33 Data Center4-33

Gateways, Trunks, and Media Resources 4-34 Putting Firewalls Around Gateways 4-35 Firewalls and H.323 4-36 SAF Service 4-36 Unified CM Trunk Integration with Cisco Unified Border Element Applications Servers 4-38 Single Sign-On 4-38 Cisco Security Agent on the Unified CM and Application Servers Cisco Security Agent 4-38 SELinux 4-39 General Server Guidelines 4-39 Deployment Examples 4-39 Lobby Phone Example 4-39 Firewall Deployment Example (Centralized Deployment)Cisco Unified Communications System 8.x SRND

4-36

4-38

4-40

vi

OL-21733-16

Contents

Securing Network Virtualization 4-41 Scenario 1: Single Data Center 4-42 Scenario 2: Redundant Data Centers 4-43 Conclusion54-45

CHAPTER

Unified Communications Deployment Models What's New in This Chapter5-1

5-1

Deployment Model Architecture 5-2 High Availability for Deployment Models 5-3 Capacity Planning for Deployment Models 5-3 Site-Based Design 5-3 Site-Based Design Guidance 5-5 Centralized Services 5-5 Distributed Services 5-6 Inter-Networking of Services 5-7 Geographical Diversity of Unified Communications Services Campus 5-8 Best Practices for the Campus Model5-9

5-7

Multisite with Centralized Call Processing 5-10 Best Practices for the Centralized Call Processing Model 5-13 Remote Site Survivability 5-14 Unified CME in SRST Mode 5-17 Best Practices for Unified CME in SRST Mode 5-18 Best Practices for SRST Router 5-18 Enhanced Survivable Remote Site Telephony 5-19 Voice Over the PSTN as a Variant of Centralized Call Processing VoPSTN Using AAR 5-21 VoPSTN Using Dial Plan 5-23

5-20

Multisite with Distributed Call Processing 5-24 Best Practices for the Distributed Call Processing Model 5-26 Call Processing Agents for the Distributed Call Processing Model 5-27 Unified CM Session Management Edition 5-28 When to Deploy Unified CM Session Management Edition 5-29 Differences Between Unified CM Session Management Edition and Standard Unified CM Clusters 5-30 Hybrid Session Management Edition and SAF CCD Deployments 5-31 Cisco Intercompany Media Engine 5-34 IME Components 5-34 GoDaddy.com Enrollment Server

5-35


vii

Contents

Intercompany Media Engine Bootstrap Servers 5-35 Intercompany Media Engine Servers 5-35 Unified Communications Manager and Session Management Edition Adaptive Security Appliance 5-36 IME Architecture 5-36 IME Learned Routes 5-36 IME Call Processing 5-39 PSTN Failover 5-40 Capacity Planning 5-42 High Availability 5-42 Design Considerations 5-43 Clustering Over the IP WAN 5-45 WAN Considerations 5-46 Intra-Cluster Communications 5-47 Unified CM Publisher 5-47 Call Detail Records (CDR) and Call Management Records (CMR) Delay Testing 5-48 Error Rate 5-49 Troubleshooting 5-49 Local Failover Deployment Model 5-49 Unified CM Provisioning for Local Failover 5-54 Gateways for Local Failover 5-55 Voicemail for Local Failover 5-55 Music on Hold and Media Resources for Local Failover 5-55 Remote Failover Deployment Model 5-55 Cisco Business Edition 6000 Clustering over the WAN 5-57

5-36

5-48

Deploying Unified Communications on Virtualized Servers 5-58 Cisco Unified Computing System 5-59 Cisco UCS B-Series Blade Servers 5-59 Cisco UCS 5100 Series Blade Server Chassis 5-60 Cisco UCS 2100 and 2200 Series Fabric Extenders 5-60 Cisco UCS 6100 and 6200 Series Fabric Interconnect Switch 5-60 Cisco UCS Manager 5-61 Hypervisor 5-61 Storage Area Networking 5-61 Cisco UCS C-Series Rack-Mount Servers 5-61 Design Considerations for Running Virtual Unified Communications Applications on B-Series Blade Servers 5-61 Blade Server 5-62 Hypervisor 5-62Cisco Unified Communications System 8.x SRND

viii

OL-21733-16

Contents

SAN and Storage Arrays 5-62 Design Considerations for Running Virtual Unified Communications Applications on C-Series Rack-Mount Servers 5-62 Impact of Virtual Servers on Deployment Models 5-63 Design Considerations for Section 508 Conformance5-63

Call Routing and Dial Plan Distribution Using Call Control Discovery for the Service Advertisement Framework 5-64 Services that SAF Can Advertise 5-65 SAF Service IDs 5-65 Deploying SAF CCD Within Your Network 5-65 Comparison of SAF CCD Operation and Standard Unified CM Call Routing 5-69 CCD and Unified CM 5-71 SAF Forwarder Configuration (External SAF Client on Unified CM) 5-72 External SAF Client Instance Creation and Activation within the Unified CM Cluster 5-72 Multiple SAF Forwarders 5-73 Advanced SAF Client Configuration 5-73 SAF CCD Deployment Considerations 5-866

CHAPTER

IP Telephony Migration Options Coexistence or Migration? Migration Prerequisites6-1 6-1

6-1

Unified Communications Migration Summary of IP Telephony Migration

6-2 6-3

The Need for QSIG in Multisite Enterprises6-4

Centralized Unified Communications Deployment Which Unified Communications Service First?26-5

6-4

PART

Unified Communications Call Routing7

CHAPTER

Overview of Cisco Unified Communications Call Routing Architecture7-3 7-4 7-5

7-1


CHAPTER

Call Processing

8-1 8-2


Call Processing Architecture 8-3 Call Processing Hardware 8-4Cisco Unified Communications System 8.x SRND OL-21733-16

ix

Contents

Unified CM Cluster Services 8-8 Cluster Server Nodes 8-9 Intracluster Communications 8-11 Intracluster Security 8-13 Voice Activity Detection 8-13 General Clustering Guidelines 8-14 High Availability for Call Processing 8-15 Hardware Platform High Availability 8-15 Network Connectivity High Availability 8-15 Unified CM High Availability 8-17 Call Processing Redundancy 8-17 Call Processing Subscriber Redundancy 8-19 TFTP Redundancy 8-22 CTI Manager Redundancy 8-23 UCS Call Processing Redundancy 8-23 Cisco Business Edition High Availability 8-24 Capacity Planning for Call Processing 8-25 Unified CME Capacity Planning 8-25 Unified CM Capacity Planning 8-26 Unified CM Capacity Planning with UCS Platforms 8-26 Unified CM Capacity Planning Guidelines and Endpoint Limits Megacluster 8-27 Cisco Business Edition Capacity Planning 8-28 Design Considerations for Call Processing8-29

8-27

Computer Telephony Integration (CTI) 8-31 CTI Architecture 8-32 CTI Applications and Clustering Over the WAN Capacity Planning for CTI 8-34 High Availability for CTI 8-35 CTI Manager 8-35 Redundancy, Failover, and Load Balancing Implementation 8-37

8-33

8-35

Gatekeeper Design Considerations 8-37 Hardware Platform Selection 8-38 Gatekeeper Redundancy 8-38 Gatekeeper Clustering (Alternate Gatekeeper) Directory Gatekeeper Redundancy 8-41

8-38

Interoperability of Unified CM and Unified CM Express 8-44 Overview of Interoperability Between Unified CM and Unified CMECisco Unified Communications System 8.x SRND

8-45

x

OL-21733-16

Contents

Call Types and Call Flows 8-45 Music on Hold 8-45 Ad Hoc and Meet Me Hardware Conferencing 8-45 Unified CM and Unified CME Interoperability via SIP in a Multisite Deployment with Distributed Call Processing 8-46 Best Practices 8-46 Design Considerations 8-47 Unified CM and Unified CME Interoperability via H.323 in a Multisite Deployment with Distributed Call Processing 8-49 Best Practices 8-50 Design Considerations 8-519

CHAPTER

Dial Plan

9-1 9-2

What's New in This Chapter Dial Plan Architecture9-3

High Availability for Dial Plans Capacity Planning for Dial Plans

9-4 9-4

Planning Considerations 9-4 Dialed Pattern Recognition 9-5 Grouping by Dialing Habits 9-6 On-Net versus Off-Net Dialing 9-6 Abbreviated Dialing 9-6 Avoiding Overlap of Extension Dialing 9-7 Dialing String Length 9-7 Uniform On-Net Dial Plan 9-7 Variable Length On-Net Dial Plan 9-9 On-Net and Off-Net Access Codes 9-10 Plan Ahead 9-10 Design Considerations 9-11 Globalized Design Approach 9-11 Local Route Group 9-12 Support for + Dialing 9-12 Calling Party Number Transformations 9-13 Called Party Number Transformations 9-13 Incoming Calling Party Settings (per Gateway) Logical Partitioning 9-15 Localized Call Ingress 9-15 Globalized Call Routing 9-19 Localized Call Egressl 9-19

9-14


xi

Contents

Benefits of the New Design Approach 9-21 Call Control Discovery 9-22 SAF CCD Design Considerations 9-23 Dial Plan Considerations for the Intercompany Media Engine 9-32 Design Guidelines for Multisite Deployments 9-34 Choosing a Dial Plan Approach 9-37 Deploying Uniform On-Net Dial Plans 9-39 Inter-Site Calls Within a Cluster 9-41 Outgoing PSTN and IP WAN Calls 9-41 Emergency Calls 9-41 Incoming Calls 9-41 Voicemail Calls 9-41 Deploying Variable-Length On-Net Dial Plans with Flat Addressing 9-42 Inter-Site Calls Within a Cluster 9-44 Outgoing PSTN and IP WAN Calls 9-45 Incoming Calls 9-48 Voicemail Calls 9-48 Special Considerations for Deployments Without Site Codes 9-49 Deploying Dialed Pattern Recognition in SIP Phones 9-51 Building Classes of Service for Unified CM 9-53 Building Classes of Service for Unified CM with the Traditional Approach 9-53 Building Classes of Service for Unified CM with the Line/Device Approach 9-56 Building Classes of Service in Cisco IOS with H.323 9-65 Deploying Call Coverage 9-68 Deploying Call Coverage in a Multisite Centralized Call Processing Model 9-69 Deploying Call Coverage in a Multisite Distributed Call Processing Model 9-70 Hunt Pilot Scalability 9-71 Dial Plan Elements 9-71 User Interface on IP Phones 9-72 Calling Party Transformations on IP Phones Support for + Dialing on the Phones 9-73 User Input on SCCP Phones 9-73 User Input on Type-A SIP Phones 9-74 User Input on Type-B SIP Phones 9-76 SIP Dial Rules 9-77 Call Routing in Unified CM 9-80 Support for + Sign in Patterns 9-81 External Routes in Unified CM 9-81 Route Patterns 9-82 Route Lists 9-86Cisco Unified Communications System 8.x SRND

9-72

xii

OL-21733-16

Contents

Route Groups 9-86 Calling and Called Party Transformation Patterns 9-86 Incoming Calling Party Settings (per Gateway) 9-88 Route Group Devices 9-89 Local Route Group 9-89 Centralized Gateway with Local Failover to the PSTN 9-91 Calling Privileges in Unified CM 9-92 Partitions 9-93 Calling Search Spaces 9-94 Translation Patterns 9-99 Automated Alternate Routing 9-100 Establish the PSTN Number of the Destination 9-100 Prefix the Required Access Codes 9-101 Voicemail Considerations 9-102 Select the Proper Dial Plan and Route 9-103 Special Considerations for Sites Located Within the Same Local Dialing Area Device Mobility 9-104 Extension Mobility 9-106 Special Considerations for Cisco Unified Mobility 9-107 Immediate Divert (iDivert) 9-112 Hunt Lists and Line Groups 9-113 Hunt Pilot 9-113 Hunt List 9-114 Line Group 9-114 Hunt Group Logout 9-115 Line Group Devices 9-115 Time-of-Day Routing 9-116 Logical Partitioning 9-117 Logical Partitioning Device Types 9-118 Geolocation Creation 9-118 Geolocation Assignment 9-119 Geolocation Filter Creation 9-119 Geolocation Filter Assignment 9-119 Logical Partitioning Policy Configuration 9-119 Logical Partitioning Policy Application 9-120 Call Routing in Cisco IOS with H.323 Dial Peers 9-120 Call Routing in Cisco IOS with a Gatekeeper 9-123 Centralized Gatekeeper Configuration 9-127 Distributed Gatekeeper Configuration 9-129 Distributed Gatekeeper Configuration with Directory Gatekeeper 9-130

9-103


xiii

Contents

Calling Privileges in Cisco IOS with H.323 Dial Peers 9-132 Digit Manipulation in Cisco IOS with H.323 Dial Peers 9-134 Service Advertisement Framework (SAF) Call Control Discovery (CCD) SAF Forwarders 9-136 Requesting Service 9-137 Dial Plan Considerations for Unified CMBE 3000109-138

9-136

CHAPTER

Emergency Services

10-1 10-2


911 Emergency Services Architecture 10-2 Public Safety Answering Point (PSAP) 10-2 Selective Router 10-3 Automatic Location Identifier Database 10-3 Private Switch ALI 10-3 911 Network Service Provider 10-3 Interface Points into the Appropriate 911 Networks Interface Type 10-5 Dynamic ANI (Trunk Connection) 10-5 Static ANI (Line Connection) 10-7 Cisco Emergency Responder10-7 10-9 10-9

10-4

High Availability for Emergency Services Capacity Planning for Cisco ER Clustering

Design Considerations for 911 Emergency Services 10-10 Emergency Response Location Mapping 10-10 Emergency Location Identification Number Mapping 10-11 Dial Plan Considerations 10-12 Gateway Considerations 10-13 Gateway Placement 10-13 Gateway Blocking 10-14 Answer Supervision 10-14 Cisco Emergency Responder Design Considerations 10-15 Device Mobility Across Call Admission Control Locations 10-15 Default Emergency Response Location 10-15 Cisco Emergency Responder and Extension Mobility 10-15 Soft Clients 10-16 Test Calls 10-16 PSAP Callback to Shared Directory Numbers 10-16 Cisco Emergency Responder Deployment Models Single Cisco ER Group 10-17Cisco Unified Communications System 8.x SRND

10-17

xiv

OL-21733-16

Contents

Multiple Cisco ER Groups 10-19 Emergency Call Routing within a Cisco ER Cluster WAN Deployment of Cisco Emergency Responder ALI Formats1110-22

10-21 10-22

CHAPTER

Call Admission Control

11-1 11-2


Call Admission Control Principles 11-3 Topology-Unaware Call Admission Control 11-3 Topology-Aware Call Admission Control 11-7 Special Considerations for MPLS Networks 11-11 Call Admission Control Architecture 11-12 Unified CM Static Locations 11-12 Locations and Regions Settings 11-14 Unified CM Support for Locations and Regions Cisco IOS Gatekeeper Zones 11-15

11-14

Unified Communications Architectures Using Resource Reservation Protocol (RSVP) 11-17 Resource Reservation Protocol (RSVP) 11-17 RSVP Principles 11-18 RSVP in MPLS Networks 11-21 RSVP and QoS in WAN Routers 11-24 RSVP Application ID 11-28 Cisco IOS Features 11-29 RSVP Design Best Practices 11-33 Bandwidth Provisioning for RSVP 11-34 Calculating RSVP Bandwidth Values for Use with Unified CM 11-34 Configuring Cisco IOS Application ID Support 11-36 Provisioning for Call Control Traffic with RSVP and Centralized Call Processing 11-38 Unified CM RSVP-Enabled Locations 11-38 Cisco RSVP Agent Provisioning 11-40 Cisco RSVP Agent Registration 11-41 RSVP Policy 11-43 Migrating from Static Locations to RSVP Call Admission Control 11-45 RSVP Application ID and Unified CM 11-48 RSVP SIP Preconditions 11-50 Overview of SIP Preconditions 11-50 Unified Communications Manager and RSVP SIP Preconditions 11-52 Unified CM Interoperability and Feature Considerations 11-61 Cisco IOS Gateway and Unified CME 11-61Cisco Unified Communications System 8.x SRND OL-21733-16

xv

Contents

Service Advertisement Framework (SAF) and Call Control Discovery (CCD) Considerations Cisco Unified SIP Proxy Considerations 11-69 Adaptive Security Appliance (ASA) Considerations 11-69 Design Considerations for Call Admission Control 11-70 Simple Hub-and-Spoke Topologies 11-70 Centralized Unified CM Deployments 11-71 Distributed Unified CM Deployments 11-72 Two-Tier Hub-and-Spoke Topologies 11-74 Centralized Unified CM Deployments 11-75 Distributed Unified CM Deployments 11-77 Simple MPLS Topologies 11-78 Centralized Unified CM Deployments 11-80 Distributed Unified CM Deployments 11-82 Generic Topologies 11-84 Centralized Unified CM Deployments 11-85 Distributed Mixed Call Processing Deployments 11-90

11-67

Call Admission Control Design Recommendations for Unified CM Session Management Edition Deployments 11-94 Session Management Edition Managing the CAC Domain with Locations CAC 11-95 Leaf Clusters Managing the CAC Domain with Locations CAC 11-96 Location-Based Call Admission Control Over Intercluster Trunk 11-99 QSIG Path Replacement Over Intercluster Trunks 11-101 Unified CM Session Management Edition with RSVP Deployments 11-105 Session Management Edition Design with Leaf Clusters without RSVP SIP Precondition Support 11-105 Session Management Edition Design with Leaf Clusters with SIP Precondition Support 11-108 Session Management Edition Design with Mixed Leaf Clusters (with and without SIP Precondition Support) 11-109 Multiple Clusters Sharing a Single Platform for RSVP Agent 11-109 Design Recommendations for Call Admission Control1211-111

CHAPTER

IP Video Telephony

12-1 12-2 12-2


IP Video Telephony Solution Components Administration Considerations 12-3 Protocols 12-3 Endpoints 12-5 Regions 12-5 Topology-Aware Locations 12-8

Cisco Unified Communications System 8.x SRND

xvi

OL-21733-16

Contents

Retry Video Call as Audio 12-10 Wait for Far-End to Send TCS 12-13 Trunks 12-15 Multipoint Conferencing 12-16 MCU Resources for Ad-Hoc Conferences 12-18 Media Resource Groups and Lists 12-19 Intelligent Bridge Selection 12-20 H.323 and SIP MCU Resources 12-21 Sizing the MCU 12-23 IVR for Dial-In Conference 12-24 Gatekeepers 12-25 Endpoint Gatekeepers 12-28 Provisioning H.323 Clients 12-28 Provisioning H.323 MCUs 12-33 Provisioning H.320 Gateways 12-34 Gatekeeper Zone Configuration 12-35 Supported Gatekeeper Platforms 12-40 Summary of Endpoint Gatekeepers 12-40 Applications 12-41 CTI Applications 12-42 Cisco Emergency Responder 12-42 Cisco Unified Communications Manager Assistant 12-42 Cisco Unified IP Interactive Voice Response and Cisco Unified Contact Center Cisco Unified Enterprise Attendant Console 12-43 Cisco IP Communicator 12-43 Collaboration Solutions 12-44 T.120 Application Sharing 12-44 Cisco Unified MeetingPlace 12-44 Wireless Networking Solutions 12-44 Cisco Unified Wireless IP Phones 7925G and 7921G 12-44 XML Services 12-4413

12-43

CHAPTER

Gateways

13-1 13-1


Traffic Patterns and Gateway Sizing 13-2 Definitions and Terminology 13-2 PSTN Traffic Patterns 13-3 Normal Business Traffic Profile 13-3 Contact Center Traffic Profile 13-3Cisco Unified Communications System 8.x SRND OL-21733-16

xvii

Contents

Gateway Sizing for Contact Center Traffic Voice Activity Detection (VAD) 13-4 Codec 13-5 Performance Overload 13-5 Performance Tuning 13-5 Additional Information13-6 13-7

13-4

Considerations for Gateway Redundancy TDM and VoIP Trunking Gateways13-7

Understanding Cisco Gateways 13-8 Cisco Access Analog Gateways 13-8 Cisco Access Digital Trunk Gateways 13-8 Tuning Gateway Gain Settings 13-8 Gateway Selection 13-9 Core Feature Requirements 13-9 Gateway Protocols 13-10 Gateway Protocols and Core Feature Requirements DTMF Relay 13-10 Supplementary Services 13-12 Unified CM Redundancy 13-15 Site-Specific Gateway Requirements 13-17

13-10

Fax and Modem Support 13-19 Gateway Support for Fax Passthrough and Fax Relay 13-19 Best Practices 13-21 Super Group 3 Fax Support 13-22 Gateway Support for Modem Passthrough and Modem Relay Best Practices 13-24 V.90 Support 13-25 Supported Platforms and Features 13-25 Platform Protocol Support 13-25 Gateway Configuration Examples 13-26 Gateways for Video Telephony 13-27 Routing Inbound Calls from the PSTN 13-29 Routing Outbound Calls to the PSTN 13-31 Automated Alternate Routing (AAR) 13-32 Least-Cost Routing 13-33 ISDN B-Channel Binding, Rollover, and Busy Out Inbound Calls 13-35 Outbound Calls 13-36 Configuring the Gateways in Unified CM 13-36Cisco Unified Communications System 8.x SRND

13-23

13-34

xviii

OL-21733-16

Contents

Call Signaling Port Numbers 13-36 Call Signaling Timers 13-37 Bearer Capabilities of Voice Gateways14

13-37

CHAPTER

Cisco Unified CM Trunks

14-1 14-2 14-2 14-3


Unified CM Trunks Solution Architecture A Comparison of SIP and H.323 Trunks

SIP Trunks Overview 14-6 General Deployment Considerations 14-7 SIP Trunk Features and Operation 14-7 SIP Trunks Can Run on All Active Unified CM Nodes 14-7 Up to 16 SIP Trunk Destination IP Addresses 14-7 SIP OPTIONS Ping 14-8 SIP Early Offer Support over Unified CM SIP Trunks 14-8 QSIG over SIP Trunks 14-11 SIP Trunk Message Normalization and Transparency 14-11 Route Lists Run on All Active Unified CM Nodes 14-15 SIP Trunks Using DNS 14-16 High Availability for SIP Trunks 14-18 Multiple Source Unified CM Servers for Originating SIP Trunk Calls 14-18 Multiple Destination IP Addresses per SIP Trunk 14-19 Design Considerations When Using Run on All Active Unified CM Nodes 14-19 Multiple SIP Trunks Using Route Lists and Route Groups 14-19 SIP OPTIONS Ping 14-19 Load Balancing for SIP Trunks 14-19 Outbound Calls over a Single SIP Trunk 14-20 Outbound Calls over Multiple SIP Trunks 14-20 SIP OPTIONS Ping 14-20 SIP Delayed Offer and Early Offer 14-20 Media Termination Points 14-21 DTMF Transport 14-23 SIP Trunk Transport Protocols 14-24 Secure SIP Trunks 14-24 Media Encryption 14-24 Signaling Encryption 14-24 Calling Party Number Transformation and SIP Trunks 14-26 SIP Trunk Service Types 14-27 Design Considerations for SIP Trunks 14-27Cisco Unified Communications System 8.x SRND OL-21733-16

xix

Contents

Considerations for SIP Intercluster Trunks 14-27 Using Standard Unified CM Groups with SIP Intercluster Trunks 14-27 Using Run on All Active Unified CM Nodes with SIP Intercluster Trunks 14-28 Using Standard Unified CM Groups and Run on All Active Unified CM Nodes with SIP Intercluster Trunks 14-29 Trunk Type and Feature Recommendations for Multi-Cluster Deployments 14-31 Multiple Clusters All Running Unified CM 8.5 or Later Releases 14-31 Multiple Clusters Running Unified CM 8.5 and Prior Releases 14-32 Trunk Design Considerations for Clustering over the WAN 14-33 Design Guidance for Clustering over the WAN with Leaf Cluster Trunks 14-34 Design Guidance for Clustering over the WAN with Unified CM Session Management Edition Cluster Trunks 14-35 Other SIP Trunk Deployment Considerations 14-36 H.323 Trunks Overview 14-36 General H.323 Intercluster Trunk Deployment Considerations 14-37 Basic Operation of H.323 Trunks 14-37 H.323 Trunk Types 14-37 Intercluster Trunk (Non-Gatekeeper Controlled) 14-38 Intercluster Trunk (Gatekeeper Controlled) 14-44 H.225 Trunk (Gatekeeper Controlled) 14-45 High Availability for Gatekeeper Controlled Trunks 14-45 Load Balancing Outbound Calls over H.323 Gatekeeper Controlled Trunks H.323 Outbound Fast Start Call Connections 14-49 H.323 Trunks with Media Termination Points 14-50 DTMF Transport 14-50 H.323 Trunk Transport Protocols 14-50 Secure H.323 Trunks 14-50 H.323 Operation in Unified CM 14-51 Other Design Considerations for H.323 Trunks 14-55 General SIP and H.323 Trunk Design Considerations 14-55 Deterministic Outbound Call Load Balancing over Unified CM Trunks Codec Selection Over IP Trunks 14-56 Other MTP Uses 14-57 Cisco Unified CM Trunks and Emergency Services Capacity Planning for Unified CM IP Trunks Cisco Unified Border Element14-58 14-58 14-58 14-57 14-55

14-48

IP PSTN and IP Trunks to Service Provider Networks Trunk Aggregation Platforms 14-59 Unified CM Session Management Edition

14-59


xx

OL-21733-16

Contents

Cisco Unified SIP Proxy

14-61 14-62

Trunk IP-PSTN Connection Models3

PART

Unified Communications Call Control15

CHAPTER

Overview of Cisco Unified Communications Call Control Architecture15-2 15-3 15-4

15-1


CHAPTER

LDAP Directory Integration What's New in This Chapter

16-1 16-2 16-2 16-3

What is Directory Integration?

Directory Access for Unified Communications Endpoints

Directory Integration with Unified CM 16-5 Cisco Unified Communications Directory Architecture 16-7 LDAP Synchronization 16-10 Synchronization Mechanism 16-13 Security Considerations 16-15 Design Considerations for LDAP Synchronization 16-16 Additional Considerations for Microsoft Active Directory 16-16 Unified CM Multi-Forest LDAP Synchronization 16-18 LDAP Authentication 16-19 Design Considerations for LDAP Authentication 16-21 Additional Considerations for Microsoft Active Directory 16-21 User Filtering for Directory Synchronization and Authentication 16-23 Optimizing Unified CM Database Synchronization 16-24 Using the LDAP Structure to Control Synchronization 16-24 LDAP Query 16-25 LDAP Query Filter Syntax and Server-Side Filtering 16-25 High Availability 16-27 Capacity Planning for Unified CM Database Synchronization 16-2717

CHAPTER

Media Resources

17-1 17-2


Media Resources Architecture 17-2 Media Resource Manager 17-2 Cisco IP Voice Media Streaming Application

17-4


xxi

Contents

Music on Hold as a Media Resource 17-4 Voice Termination 17-5 Medium and High Complexity Mode 17-5 Flex Mode 17-5 Conferencing 17-6 Audio Conferencing 17-6 Video Conferencing 17-9 Secure Conferencing 17-10 Transcoding 17-11 Transcoding Resources17-12

Media Termination Point (MTP) 17-14 Re-Packetization of a Stream 17-14 DTMF Conversion 17-14 DTMF Relay Between Endpoints 17-15 SIP Trunk 17-16 SIP Early Offer 17-16 DTMF Relay over SIP Trunks 17-16 SIP Trunk MTP Requirements 17-17 Configuration of DTMF Relay on SIP Gateways and Cisco Unified Border Element 17-18 H.323 Trunks and Gateways 17-18 H.323 Supplementary Services 17-18 H.323 Outbound Fast Connect 17-18 DTMF Relay over H.323 Trunks 17-19 Configuration of DTMF Relay on H.323 Gateways and Cisco Unified Border Element 17-19 CTI Route Points 17-19 MTP Usage with a Conference Bridge 17-20 MTP Resources 17-20 Trusted Relay Point Annunciator17-21 17-23 17-21

Cisco RSVP Agent

Music on Hold 17-23 Unicast and Multicast MoH 17-23 MoH Selection Process 17-25 User and Network Hold 17-26 MoH Sources 17-27 Audio File 17-27 Fixed Source 17-28 Configuration Settings for MoH Selection Capacity Planning for Media ResourcesCisco Unified Communications System 8.x SRND

17-28

17-29

xxii

OL-21733-16

Contents

Cisco 2900 and 3900 Series Platforms Cisco 2800 and 3800 Series Platforms

17-30 17-31

Capacity Planning for Music On Hold 17-32 Co-resident and Standalone MoH 17-32 Server Platform Limits 17-33 Resource Provisioning 17-34 High Availability for Media Resources 17-35 Media Resource Groups and Lists 17-35 Redundancy and Failover Considerations for Cisco IOS-Based Media Resources High Availability for Music On Hold 17-36 Design Considerations for Media Resources 17-37 Deployment Models 17-37 Single-Site Deployments 17-37 Multisite WAN Deployments with Centralized Call Processing 17-37 Multisite WAN Deployments with Distributed Call Processing 17-38 Media Functions and Voice Quality 17-39 Music on Hold Design Considerations 17-40 Codec Selection 17-40 Multicast Addressing 17-40 MoH Audio Sources 17-41 Using Multiple Fixed (Live) Audio Sources 17-41 Unicast and Multicast in the Same Unified CM Cluster 17-42 Quality of Service (QoS) 17-43 Call Admission Control and MoH 17-43 Deployment Models for Music on Hold 17-45 Single-Site Campus (Relevant to All Deployments) 17-45 Centralized Multisite Deployments 17-45 Distributed Multisite Deployments 17-48 Clustering Over the WAN 17-49 Detailed Unicast and Multicast MoH Call Flows 17-49 SCCP Call Flows 17-49 SCCP Multicast Call Flow 17-49 SIP Call Flows 17-5218

17-36

CHAPTER

Unified Communications Endpoints What's New in This Chapter Analog Gateways 18-3 Analog Interface Module18-2

18-1

Unified Communications Endpoints Architecture18-3

18-2


xxiii

Contents

Low-Density Analog Interface Module 18-4 High-Density Analog Interface Module 18-4 Supported Platforms and Cisco IOS Requirements for Analog Interface Modules Cisco Communication Media Module (CMM) 18-6 WS-X6624-FXS Analog Interface Module 18-7 Cisco VG202 and VG204 Gateways 18-7 Cisco VG224 Gateway 18-7 Cisco VG248 Gateway 18-7 Cisco ATA 186 and 188 18-8 Cisco Unified IP Phones 18-8 Cisco Basic IP Phones 18-8 Cisco Unified SIP Phone 3900 Series 18-8 Cisco Unified IP Phone 6901 18-8 Cisco Unified IP Phone 6911 18-9 Cisco Unified IP Phone 7902G 18-9 Cisco Unified IP Phone 7905G 18-9 Cisco Unified IP Phone 7906G 18-9 Cisco Unified IP Phone 7910G and 7910G+SW Cisco Unified IP Phone 7911G 18-9 Cisco Unified IP Phone 7912G 18-10 Cisco Business IP Phones 18-10 Cisco Unified IP Phone 6921 18-10 Cisco Unified IP Phone 6961 18-10 Cisco Unified IP Phone 7931G 18-10 Cisco Unified IP Phone 7940G 18-10 Cisco Unified IP Phone 7941G 18-11 Cisco Unified IP Phone 7941G-GE 18-11 Cisco Unified IP Phone 7942G 18-11 Cisco Unified IP Phone 7945G 18-11 Cisco Manager IP Phones 18-12 Cisco Unified IP Phone 6941 and 6945 18-12 Cisco Unified IP Phone 7960G 18-12 Cisco Unified IP Phone 7961G 18-12 Cisco Unified IP Phone 7961G-GE 18-13 Cisco Unified IP Phone 7962G 18-13 Cisco Unified IP Phone 7965G 18-13 Cisco Unified IP Phone 8900 Series 18-13 Cisco Executive IP Phones 18-13 Cisco Unified IP Phone 7970G 18-13 Cisco Unified IP Phone 7971G-GE 18-14Cisco Unified Communications System 8.x SRND

18-5

18-9

xxiv

OL-21733-16

Contents

Cisco Unified IP Phone 7975G 18-14 Cisco Unified IP Phone 9951 18-14 Cisco Unified IP Phone 9971 18-15 Cisco Unified IP Phone Expansion Modules 7914, 7915, and 7916 18-15 Deployment Considerations for Cisco Unified IP Phones 6921, 6941, 6945, and 6961 18-15 Deployment Considerations for Cisco Unified IP Phones 8900 and 9900 Series 18-16 Firmware Upgrades 18-16 Network Connectivity Through a Wireless Interface 18-17 Power Over Ethernet 18-17 Applications 18-18 Support on SRST, Unified CME, and Unified CME as SRST 18-18 Support for Video 18-18 Software-Based Endpoints 18-19 Cisco Unified Personal Communicator 18-19 Cisco IP Communicator 18-20 Cisco Unified Client Services Framework 18-20 Softphone Mode of Operation 18-20 Deskphone Control Mode of Operation 18-21 Video Design Considerations 18-21 Wireless Endpoints 18-21 Site Survey 18-22 Authentication 18-22 Capacity 18-24 Phone Configuration 18-25 Roaming 18-25 AP Call Admission Control 18-26 Bluetooth Support 18-27 Cisco Unified IP Conference Station18-27

Video Endpoints 18-28 Cisco Unified Video Advantage 18-28 Cisco IP Video Phone 7985G 18-31 Cisco Unified IP Phones 8900 and 9900 Series 18-31 Cisco E20 Video Phone 18-32 Codecs Supported by Cisco Unified Video Advantage, Cisco IP Video Phone 7985G, Cisco Unified IP Phones 8900 and 9900 Series, and Cisco E20 Video Phone 18-32 Third-Party SCCP Video Endpoints 18-33 Cisco Virtualization Experience Clients 18-34 Cisco Virtualization Experience Client 2111, 2112, 2211, and 2212 Cisco Virtualization Experience Client 4000 18-3418-34


xxv

Contents

Cisco Virtualization Experience Client 6215 Third-Party SIP IP Phones18-35

18-35

QoS Recommendations 18-35 Cisco VG224 and VG248 18-35 Cisco ATA 186 and IP Conference Station 18-36 Cisco ATA 188 and IP Phones 18-36 Software-Based Endpoints 18-41 Cisco Unified Wireless IP Phones 18-43 Video Telephony Endpoints 18-44 Cisco Unified Video Advantage with a Cisco Unified IP Phone Cisco IP Video Phone 7985G 18-47 Sony and Tandberg SCCP Endpoints 18-47 H.323 and SIP Video Endpoints 18-49 High Availability for Unified Communications Endpoints Capacity Planning for Unified Communications Endpoints Endpoint Features Summary1918-52 18-50 18-51 18-51

18-45

Design Considerations for Unified Communications Endpoints

CHAPTER

Cisco Unified CM Applications What's New in This Chapter

19-1 19-2

IP Phone Services 19-2 IP Phone Services Architecture 19-2 High Availability for IP Phone Services 19-5 Capacity Planning for IP Phone Services 19-7 Design Considerations for IP Phone Services 19-7 Extension Mobility 19-7 Unified CM Services for Extension Mobility 19-8 Extension Mobility Architecture 19-8 Extension Mobility Cross Cluster (EMCC) 19-9 Call Processing 19-10 Media Resources 19-13 Extension Mobility Security 19-13 High Availability for Extension Mobility 19-14 Capacity Planning for Extension Mobility 19-16 Design Considerations for Extension Mobility 19-17 Design Considerations for Extension Mobility Cross Cluster (EMCC) Unified CM Assistant 19-19 Unified CM Assistant Architecture19-19

19-17


xxvi

OL-21733-16

Contents

Unified CM Assistant Proxy Line Mode 19-19 Unified CM Assistant Share Lined Mode 19-20 Unified CM Assistant Architecture 19-21 High Availability for Unified CM Assistant 19-23 Service and Component Redundancy 19-23 Device and Reachability Redundancy 19-24 Capacity Planning for Unified CM Assistant 19-25 Design Considerations for Unified CM Assistant 19-27 Unified CM Assistant Extension Mobility Considerations 19-27 Unified CM Assistant Dial Plan Considerations 19-27 Unified CM Assistant Console 19-31 Unified CM Assistant Console Installation 19-31 Unified CM Assistant Desktop Console QoS 19-31 Unified CM Assistant Console Directory Window 19-31 Unified CM Assistant Phone Console QoS 19-32 WebDialer 19-32 WebDialer Architecture 19-33 WebDialer Servlet 19-33 Redirector Servlet 19-34 WebDialer Architecture 19-37 WebDialer URLs 19-38 High Availability for WebDialer 19-39 Service and Component Redundancy 19-40 Device and Reachability Redundancy 19-40 Capacity Planning for WebDialer 19-40 Design Considerations for WebDialer 19-41 Attendant Consoles 19-42 Attendant Console Architecture 19-43 High Availability for Attendant Consoles 19-45 Capacity Planning for Attendant Consoles 19-45 Design Considerations for Attendant Consoles 19-464

PART

Unified Communications Applications and Services20

CHAPTER

Overview of Cisco Unified Communications Applications and Services Architecture20-3 20-4 20-5

20-1

High Availability Capacity Planning


xxvii

Contents

CHAPTER

21

Cisco Voice Messaging

21-1 21-2 21-2

What's New in This Chapter Voice Messaging Portfolio

Messaging Deployment Models 21-5 Single-Site Messaging 21-6 Centralized Messaging 21-6 Distributed Messaging 21-6 Messaging and Unified CM Deployment Model Combinations 21-7 Cisco Unity and Unity Connection Messaging and Unified CM Deployment Models Centralized Messaging and Centralized Call Processing 21-8 Distributed Messaging with Centralized Call Processing 21-11 Combined Messaging Deployment Models 21-14 Centralized Messaging with Clustering Over the WAN 21-15 Distributed Messaging with Clustering Over the WAN 21-17 Messaging Redundancy 21-18 Cisco Unity 21-18 Cisco Unity Connection 21-19 Cisco Unity Failover and Clustering Over the WAN 21-19 Cisco Unity Failover Deployed Over a Split Data Center 21-20 Cisco Unity Connection Redundancy and Clustering Over the WAN 21-22 Centralized Messaging with Distributed Unified CM Clusters 21-23 Cisco Unity Express Deployment Models 21-24 Overview of Cisco Unity Express 21-24 Deployment Models 21-24 Voicemail Networking 21-30 Cisco Unity Express Voicemail Networking 21-30 Voicemail Networking with Cisco Unified Messaging Gateway 21-30 Voicemail Interoperability 21-31 Cisco Unity and Cisco Unity Connection Interoperability 21-32 Cisco Unity Connection and Cisco Unity Connection Interoperability Cisco Unity and Unity Connection Virtualization 21-3321-8

21-32

Best Practices for Voice Messaging 21-34 Best Practices for Deploying Cisco Unity and Cisco Unity Connection with Unified CM Managing Bandwidth 21-34 Native Transcoding Operation 21-35 Cisco Unity Operation 21-36 Disabling Native Transcoding in Cisco Unity 21-36 Cisco Unity Connection Operation 21-36 Integration with Unified CM 21-38Cisco Unified Communications System 8.x SRND

21-34

xxviii

OL-21733-16

Contents

IPv6 Support with Cisco Unity Connection 21-44 Single Inbox with Cisco Unity Connection 21-44 Best Practices for Deploying Cisco Unity Express 21-45 Voicemail Integration with Unified CM 21-45 Cisco Unity Express Codec and DTMF Support 21-46 JTAPI, SIP Trunk and SIP Phone Support 21-46 Third-Party Voicemail Design2221-47

CHAPTER

Cisco Collaborative Conferencing What's New in This Chapter22-2

22-1

Collaborative Conferencing Architecture Cisco WebEx Software as a Service 22-4 Architecture 22-5 High Availability 22-9 Capacity Planning 22-9 Network Traffic Planning 22-10 Design Considerations 22-12

22-2

Cisco Unified MeetingPlace 22-13 Unified MeetingPlace Architecture 22-14 Unified MeetingPlace Meeting Director Server 22-14 Unified MeetingPlace Application Server (Conferencing Node) 22-14 Media Server 22-15 WebEx Node for MCS or ASR (Optional Component) 22-16 WebEx Site 22-17 User Based Licensing 22-18 Scheduling Interface 22-19 Cisco Unified Communications Manager 22-29 Recording 22-30 Other Architectural Considerations 22-30 Deployment Options 22-31 Single-Site Unified MeetingPlace Scheduling Deployment 22-31 High Availability 22-32 Capacity Planning 22-35 Design Considerations 22-41 Cisco Unified Videoconferencing 22-42 Architecture 22-43 High Availability 22-46 Cisco Unified Videoconferencing Manager MCU 22-47

22-46


xxix

Contents

Cisco Unified Videoconferencing Desktop Server 22-47 Cisco Unified Videoconferencing Recording Server 22-48 Capacity Planning 22-48 Design Considerations 22-4823

CHAPTER

Cisco Unified Presence

23-1 23-2


Presence 23-3 Cisco Unified Presence Components Cisco Unified Presence User 23-4

23-3

Unified CM Presence 23-5 Unified CM Presence with SIP 23-5 Unified CM Presence with SCCP 23-7 Unified CM Speed Dial Presence 23-7 Unified CM Call History Presence 23-8 Unified CM Presence Policy 23-8 Unified CM Subscribe Calling Search Space Unified CM Presence Groups 23-8 Unified CM Presence Guidelines 23-9

23-8

Cisco Unified Presence Architecture 23-9 Cisco Unified Presence Cluster 23-10 Cisco Unified Presence Server High Availability 23-13 Cisco Unified Presence Deployment Models 23-14 Cisco Unified Presence Deployment Examples 23-15 Cisco Unified Presence Deployment for Instant Messaging Only Cisco Unified Presence Server Performance 23-17 Cisco Unified Presence Licensing 23-18 Cisco Unified Presence Deployment 23-18 Single-Cluster Deployment 23-18 Multi-Cluster Deployment 23-21 Clustering Over the WAN 23-22 Federated Deployment 23-23 Instant Messaging Only Deployment 23-27 Cisco Unified Presence Migration 23-28 Cisco Unified Presence Server Policy 23-28 Cisco Unified Presence Enterprise Instant Messaging 23-29 Cisco Unified Presence Message Archiving and Compliance Instant Messaging Storage Requirements 23-31 Cisco Unified Presence Calendar Integration 23-32Cisco Unified Communications System 8.x SRND

23-17

23-30

xxx

OL-21733-16

Contents

Outlook Web Access Calendar Integration 23-33 Exchange Web Services Calendar Integration 23-35 Cisco Unified Presence Mobility Integration 23-36 Cisco Unified Presence Third-Party Open API 23-38 Design Considerations for Cisco Unified Presence 23-40 Third-Party Presence Server Integration 23-41 Microsoft Communications Server 23-41 IBM Lotus Sametime 23-4324

CHAPTER

Cisco Collaboration Clients and Applications What's New in This Chapter24-2

24-1

Cisco Unified Client Services Framework Architecture 24-3 Contact Management 24-4 Directory 24-4 Client Services Framework Cache 24-4 Directory Search 24-5 Call Control 24-5 Softphone Mode (Audio on Computer) 24-5 Deskphone Control Mode (Using Deskphone for Audio) 24-5 Media 24-6 Dial Plan 24-7 Application Dialing Rules 24-7 Directory Lookup Rules 24-7 Translation Patterns 24-7 Client Transformation 24-8 Deploying Client Services Framework 24-8 Capacity Planning for Client Services Framework 24-8 High Availability for Client Services Framework 24-9 Design Considerations for Client Services Framework 24-9 Cisco Unified Personal Communicator Architecture 24-10 Deploying Cisco Unified Personal Communicator 24-11 Capacity Planning for Cisco Unified Personal Communicator 24-11 High Availability for Cisco Unified Personal Communicator 24-13 Design Considerations for Cisco Unified Personal Communicator 24-15 Cisco WebEx Connect Architecture 24-16 Deploying Cisco WebEx Connect 24-16 Centralized Management 24-17 Single Sign On 24-17 Cisco Unified Communications Integration

24-18


xxxi

Contents

Security 24-20 Firewall Domain White List 24-21 Logging Instant Messages 24-21 Capacity Planning for Cisco WebEx Connect 24-21 High Availability for Cisco WebEx Connect 24-22 High Availability 24-22 Redundancy, Failover, and Disaster Recovery 24-22 Design Considerations for Cisco WebEx Connect 24-23 One Unified CM Integration per Managed Connect Domain 24-23 Unified CM CTI Manager 24-23 Third-Party XMPP Clients Connecting to Cisco WebEx Connect Platform 24-23 Instant Message and Presence Federation Using Third-Party XMPP Clients 24-24 Other Resources and Documentation 24-25 Cisco UC IntegrationTM for Microsoft Lync Architecture 24-26 Deploying Cisco UC IntegrationTM for Microsoft Lync 24-27 Configuration Settings 24-27 Software Installation 24-27 Capacity Planning for Cisco UC IntegrationTM for Microsoft Lync 24-28 High Availability for Cisco UC IntegrationTM for Microsoft Lync 24-28 Design Considerations for Cisco UC IntegrationTM for Microsoft Lync 24-28 Cisco IP Phone Messenger Application Architecture 24-29 High Availability for Cisco IP Phone Messenger 24-31 Capacity Planning for Cisco IP Phone Messenger 24-32 Cisco Virtualization Experience Client Architecture 24-33 Deploying Cisco Virtualization Experience Clients 24-33 Cisco Virtualization Experience Client Manager 24-33 Power Over Ethernet 24-33 Network Considerations (Call Admission Control, Quality of Service, and Bandwidth) Capacity Planning for Cisco Virtualization Experience Clients 24-34 High Availability for Cisco Virtualization Experience Clients 24-35 Design Considerations for Cisco Virtualization Experience Clients 24-3525

24-34

CHAPTER

Mobile Unified Communications What's New in This Chapter

25-1

25-3

Mobility Within the Enterprise 25-5 Campus Enterprise Mobility 25-5 Campus Enterprise Mobility Architecture Types of Campus Mobility 25-6 Physical Wired Device Moves 25-6Cisco Unified Communications System 8.x SRND

25-5

xxxii

OL-21733-16

Contents

Wireless Device Roaming 25-6 Extension Mobility (EM) 25-9 Campus Enterprise Mobility High Availability 25-9 Capacity Planning for Campus Enterprise Mobility 25-10 Design Considerations for Campus Enterprise Mobility 25-11 Multisite Enterprise Mobility 25-12 Multisite Enterprise Mobility Architecture 25-12 Types of Multisite Enterprise Mobility 25-14 Physical Wired Device Moves 25-14 Wireless Device Roaming 25-14 Extension Mobility (EM) 25-15 Device Mobility 25-15 Multisite Enterprise Mobility High Availability 25-29 Capacity Planning for Multisite Enterprise Mobility 25-29 Design Considerations for Multisite Enterprise Mobility 25-30 Remote Enterprise Mobility 25-31 Remote Enterprise Mobility Architecture 25-31 Types of Remote Enterprise Mobility 25-32 Client-Based Secure Remote Connectivity 25-33 Router-Based Secure Remote Connectivity 25-33 Device Mobility and VPN-Based Remote Enterprise Connectivity Remote Enterprise Mobility High Availability 25-34 Capacity Planning for Remote Enterprise Mobility 25-35 Design Considerations for Remote Enterprise Mobility 25-35

25-33

Mobility Beyond the Enterprise 25-35 Cisco Unified Mobility 25-37 Mobile Connect 25-39 Mobile Connect Functionality 25-39 Mobile Connect Architecture 25-47 High Availability for Mobile Connect 25-47 Mobile Voice Access and Enterprise Feature Access 25-48 Mobile Voice Access IVR VoiceXML Gateway URL 25-49 Mobile Voice Access Functionality 25-49 Enterprise Feature Access with Two-Stage Dialing Functionality 25-52 Mobile Voice Access and Enterprise Feature Access Architecture 25-55 High Availability for Mobile Voice Access and Enterprise Feature Access 25-56 Designing Cisco Unified Mobility Deployments 25-56 Dial Plan Considerations for Cisco Unified Mobility 25-56 Guidelines and Restrictions for Unified Mobility 25-60


xxxiii

Contents

Capacity Planning for Cisco Unified Mobility 25-61 Design Considerations for Cisco Unified Mobility 25-63 Dual-Mode Phones and Clients 25-64 Dual-Mode Phone Architecture 25-65 High Availability for Dual-Mode Phones 25-80 Capacity Planning for Dual-Mode Phones 25-81 Design Considerations for Dual-Mode Phones 25-82 Cisco Unified Mobile Communicator 25-83 Cisco Unified Mobile Communicator Phone Support and Data Plan Requirements Cisco Unified Mobile Communicator Architecture 25-86 Cisco Unified Mobile Communicator Features and Functionality 25-88 High Availability for Cisco Unified Mobile Communicator 25-95 Capacity Planning for Cisco Unified Mobile Communicator 25-96 Design Considerations for Cisco Unified Mobile Communicator 25-97 Direct Connect Mobile Clients 25-98 Direct Connect Mobile Client Architecture 25-99 Direct Connect Mobile Client Features and Functions 25-101 High Availability for Direct Connect Mobile Clients 25-108 Capacity Planning for Direct Connect Mobile Clients 25-109 Design Considerations for Direct Connect Mobile Clients 25-11026

25-84

CHAPTER

Cisco Unified Contact Center What's New in This Chapter

26-1 26-2

Cisco Contact Center Architecture 26-2 Cisco Unified Contact Center Enterprise 26-2 Cisco Unified Customer Voice Portal 26-3 Cisco Unified Contact Center Express 26-4 Cisco Unified Expert Advisor 26-4 Administration and Management 26-5 Reporting 26-5 Multichannel Support 26-5 Recording and Silent Monitoring 26-6 Cisco MediaSense 26-6 Contact Center Deployment Models 26-6 Single-Site Contact Center 26-6 Multisite Contact Center with Centralized Call Processing Multisite Contact Center with Distributed Call Processing Clustering Over the IP WAN 26-10 Design Considerations for Contact Center DeploymentsCisco Unified Communications System 8.x SRND

26-7 26-8

26-11

xxxiv

OL-21733-16

Contents

High Availability for Contact Centers 26-11 Bandwidth, Latency, and QoS Considerations 26-12 Bandwidth Provisioning 26-12 Latency 26-13 QoS 26-13 Call Admission Control 26-13 Integration with Unified CM 26-13 Other Design Considerations for Contact Centers 26-14 Capacity Planning for Contact Centers Network Management Tools526-16 26-15

PART

Unified Communications Operations and Serviceability27

CHAPTER

Overview of Cisco Unified Communications Operations and Serviceability Architecture27-3 27-4 27-4

27-1


CHAPTER

Network Management

28-1 28-3 28-3


Network Infrastructure Requirements for Cisco Unified Network Management Applications Cisco Prime Unified Operations Manager 28-4 Cisco Prime Unified Operations Manager Design Considerations 28-5 Failover and Redundancy 28-6 Ports and Protocols 28-7 Bandwidth Requirements 28-7 Cisco Prime Unified Operations Manager Server Performance 28-8 Cisco Prime Unified Service Monitor 28-8 Voice Quality Measurement 28-8 Cisco 1040 Sensor Voice Quality Monitoring 28-8 Strategic vs. Tactical Monitoring 28-9 Design Considerations for the Cisco 1040 Sensor Unified CM Voice Quality Monitoring 28-10 Cisco Network Analysis Module (NAM) 28-11 Trunk Utilization 28-11 Failover and Redundancy 28-11 Unified SM Server Performance 28-12 Ports and Protocol 28-12

28-10


xxxv

Contents

Comparison of Voice Quality Monitoring Methods Cisco Unified Service Statistics Manager 28-14 Integration with Unified OM and Unified SM Unified SSM Server Performance 28-15 Ports and Protocol 28-1528-14

28-13

Cisco Prime Unified Provisioning Manager 28-16 Unified PM Concepts 28-16 Best Practices 28-18 Unified PM Design Considerations 28-19 Integration with Cisco Prime Unified Operations Manager 28-20 Redundancy and Failover 28-20 Cisco Prime Unified Provisioning Manager Server Performance 28-20 Ports and Protocol 28-21 Additional Tools 28-21 Cisco Unified Analysis Manager Cisco Unified Reporting 28-2228-21

Integration with Cisco Unified Communications Deployment Models Single Site 28-23 Multisite WAN with Centralized Call Processing 28-25 Multisite WAN with Distributed Call Processing 28-26 Clustering over the WAN 28-2729

28-23

CHAPTER

Unified Communications Design and Deployment Sizing Considerations What's New in This Chapter29-2

29-1

Factors That Affect Sizing 29-2 Cisco Unified Communications Sizing Tools 29-3 Unified Communications Sizing Compared with PBX Sizing Definition of Terms 29-4 Designing for Performance 29-5 Quantitative Analysis of Performance 29-5 Performance Modeling of Computer Systems 29-6 Memory Usage Analysis 29-6 CPU Usage Analysis 29-10 Fundamentals of Voice Traffic Engineering 29-11

29-3

Sizing by Product 29-12 Cisco Unified Communications Manager Express 29-13 Cisco Business Edition 29-13 Busy Hour Call Attempts (BHCA) for Cisco Business Edition Device Calculations for Cisco Business Edition 29-13Cisco Unified Communications System 8.x SRND

29-13

xxxvi

OL-21733-16

Contents

Business Edition 5000 with Cisco Unified Contact Center 29-15 Cisco Unified Communications Manager 29-17 Server and Cluster Maximums 29-17 Deployment Options 29-18 Endpoints and Users 29-19 Call Traffic 29-20 Dial Plan 29-21 Applications and CTI 29-22 Media Resources 29-27 Cisco Unified CM Megacluster Deployment 29-29 Cisco Unified CM Session Management Edition 29-29 Cisco Intercompany Media Engine 29-30 Emergency Services 29-31 Gateways 29-31 Gateway Groups 29-32 PSTN Traffic 29-32 Normal Business Traffic Profile 29-32 Contact Center Traffic Profile 29-33 Gateway Sizing for Contact Center Traffic 29-33 Voice Activity Detection (VAD) 29-34 Codec 29-34 Performance Overload 29-35 Performance Tuning 29-35 Additional Information 29-36 Voice Messaging 29-37 Collaborative Conferencing 29-38 Express Media Server 29-39 Hardware Media Server 29-40 Cascading of Audio and Video Blades 29-41 Sizing Guidelines for Unified MeetingPlace Audio Conferencing 29-41 Factors Affecting System Sizing 29-42 Sizing Guidelines for Unified MeetingPlace Video Conferencing 29-42 Unified MeetingPlace Web Server 29-43 Impact on Unified CM 29-43 Cisco Unified Presence 29-43 Cisco Unified Communications Management Suite 29-44 Cisco Prime Unified Provisioning Manager 29-45 Cisco Prime Unified Operations Manager 29-45 Cisco Prime Unified Service Monitor 29-45 Cisco Unified Service Statistics Manager 29-46Cisco Unified Communications System 8.x SRND OL-21733-16

xxxvii

Contents

ConclusionGLOSSARY

29-46

INDEX


xxxviii

OL-21733-16

PrefaceRevised: February 29, 2012; OL-21733-16

This document provides design considerations and guidelines for deploying Cisco Unified Communications System Release 8.x, including Cisco Unified Communications Manager 8.x and various other components of the Cisco Unified Communications System. This document should be used in conjunction with other documentation available at the following locations:

For other Solution Reference Network Design (SRND) documents: http://www.cisco.com/go/ucsrnd For more information about the Cisco Unified Communications System: http://www.cisco.com/go/unified-techinfo http://www.cisco.com For more information about Cisco Unified Communications Manager: http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html http://www.cisco.com For other Cisco design guides: http://www.cisco.com/go/designzone

New or Changed Information for This ReleaseNote

Unless stated otherwise, the information in this document applies to Release 8.x of the Cisco Unified Communications System and its components. Within each chapter of this guide, new and revised information is listed in a section titled Whats New in This Chapter. Although much of the content in this document is similar to previous releases of the SRND, it has been reorganized extensively to reflect more accurately the architecture of the Cisco Unified Communications System. Cisco recommends that you review this entire document to become familiar with its structure and the system architecture.


xxxix

Preface

Revision HistoryThis document may be updated at any time without notice. You can obtain the latest version of this document online at: http://www.cisco.com/go/ucsrnd Visit this Cisco.com website periodically and check for documentation updates by comparing the revision date of your copy with the revision date of the online document. The following table lists the revision history for this document. Revision Date February 29, 2012 Document Part Number OL-21733-16 Comments Addition of a new chapter on Unified Communications Design and Deployment Sizing Considerations, page 29-1. For information on other corrections and changes, in each chapter see Whats New in This Chapter. Minor corrections to a few illustrations. For details, in each chapter see Whats New in This Chapter. Updates to add information on Cisco Virtualization Experience Infrastructure (VXI), Cisco Virtualization Experience Client (VXC), and Cisco Unified Computing System (UCS). For details, in each chapter see Whats New in This Chapter. Updates to add information on Wireless LAN infrastructure and Cisco EnergyWise Technology. For details, see Network Infrastructure, page 1. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Updates for Cisco Unified Communications System Release 8.6. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Periodic update of various chapters. For details, in each chapter see Whats New in This Chapter. Updates for Cisco Unified Communications System Release 8.5. Updates for Cisco Unified Communications System Release 8.0(2). Initial version of this document for Cisco Unified Communications System 8.0.

January 12, 2012 December 22, 2011

OL-21733-15 OL-21733-14

November 30, 2011 October 31, 2011 September 30, 2011 August 31, 2011 July 29, 2011 June 30, 2011 June 2, 2011 March 31, 2011 February 28, 2011 January 31, 2011 November 15, 2010 July 23, 2010 April 2, 2010

OL-21733-13 OL-21733-12 OL-21733-11 OL-21733-10 OL-21733-09 OL-21733-08 OL-21733-07 OL-21733-06 OL-21733-05 OL-21733-04 OL-21733-03 OL-21733-02 OL-21733-01


xl

OL-21733-16

Preface

Obtaining Documentation and Submitting a Service RequestFor information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly Whats New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Subscribe to the Whats New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.

Cisco Product Security OverviewThis product contains cryptographic features and is subject to United States and local country laws governing import, export, transfer and use. Delivery of Cisco cryptographic products does not imply third-party authority to import, export, distribute, or use encryption. Importers, exporters, distributors and users are responsible for compliance with U.S. and local country laws. By using this product you agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local laws, return this product immediately. Further information regarding U.S. export regulations may be found at: http://www.access.gpo.gov/bis/ear/ear_data.html

ConventionsThis document uses the following conventions: Convention bold font italic font [ ] {x | y | z } [x|y|z] stringcourier

Indication Commands and keywords and user-entered text appear in bold font. Document titles, new or emphasized terms, and arguments for which you supply values are in italic font. Elements in square brackets are optional. Required alternative keywords are grouped in braces and separated by vertical bars. Optional alternative keywords are grouped in brackets and separated by vertical bars. A nonquoted set of characters. Do not use quotation marks around the string or the string will include the quotation marks.

font

Terminal sessions and information the system displays appear in courier font. Non-printing characters such as passwords are in angle brackets. Default responses to system prompts are in square brackets. An exclamation point (!) or a pound sign (#) at the beginning of a line of code indicates a comment line.

< > [ ] !, #


xli

Preface

Note

Means reader take note.

Tip

Means the following information will help you solve a problem.

Caution

Means reader be careful. In this situation, you might perform an action that could result in equipment damage or loss of data.

Timesaver

Means the described action saves time. You can save time by performing the action described in the paragraph.

Warning

Means reader be warned. In this situation, you might perform an action that could result in bodily injury.


xlii

OL-21733-16

CH A P T E R

1

IntroductionRevised: November 15, 2010; OL-21733-16

The Cisco Unified Communications System delivers fully integrated communications by enabling data, voice, and video to be transmitted over a single network infrastructure using standards-based Internet Protocol (IP). Leveraging the framework provided by Cisco IP hardware and software products, the Cisco Unified Communications System delivers unparalleled performance and capabilities to address current and emerging communications needs in the enterprise environment. The Cisco Unified Communications family of products is designed to optimize feature functionality, reduce configuration and maintenance requirements, and provide interoperability with a wide variety of other applications. The Cisco Unified Communications System provides this capability while maintaining a high level of availability, quality of service (QoS), and security for your network. The Cisco Unified Communications System incorporates and integrates the following major communications technologies:

IP telephony IP telephony refers to technology that transmits voice communications over a network using IP standards. Cisco Unified Communications includes a wide array of hardware and software products such as call processing agents, IP phones (both wired and wireless), voice messaging systems, video devices, and many special applications.

Customer contact center Cisco Unified Contact Center products are a combination of strategy and architecture that promote efficient and effective customer communications across a globally capable network by enabling organizations to draw from a broader range of resources to service customers. They include access to a large pool of agents and multiple channels of communication as well as customer self-help tools.

Video telephony The Cisco Unified Video Advantage products enable real-time video communications and collaboration using the same IP network and call processing agent as Cisco Unified Communications. With Cisco Unified Video Advantage, making a video call is as easy as dialing a phone number.

Rich-media conferencing Cisco Unified MeetingPlace, Cisco Unified Videoconferencing, and Cisco WebEx Software as a Service enhance the virtual meeting environment with a integrated set of IP-based tools for voice, video, and web conferencing.


1-1

Chapter 1

Introduction

Mobility Cisco wireless and mobility solutions enable users to increase productivity and responsiveness by enabling access to network resources and applications securely, regardless of location or client device.

TelePresence Cisco TelePresence delivers real-time, face-to-face interactions between people and places in their work and personal lives using advanced visual, audio, and collaboration technologies. These technologies transmit life-size, high-definition images and spatial discrete audio that make users feel like they are in the same room even when they are half a world away.

Applications Cisco provides numerous embedded applications and also works with leading-edge companies to provide the broadest selection of innovative third-party unified communications applications and products focused on critical business needs such messaging, customer care, and workforce optimization.

The remainder of this document focuses on system design considerations for deploying these technologies and applications in the Cisco Unified Communications System. For information about other aspects of the Cisco Unified Communications System, refer to the documentation available at the following locations: http://www.cisco.com/go/ucsrnd http://www.cisco.com/go/unified-techinfo You can also find additional documentation for the Cisco Unified Communications family of products at the following location: http://www.cisco.com

Note

The design guidance in this document applies to Cisco customers and partners who want to deploy an Enterprise Unified Communications solution. For those interested in hosted or managed Unified Communication solutions, please refer to http://www.cisco.com/go/hostedcollab for more information.


1-2

OL-21733-16

Chapter 1

Introduction Cisco Unified Communications System Architecture

Cisco Unified Communications System ArchitectureFigure 1-1 illustrates the layered architecture of the Cisco Unified Communications System.Figure 1-1 Architecture of the Cisco Unified Communications System

Operations & Serviceability

IP

User & Device Provisioning Services

Voice Quality Monitoring & Alerting

Operations & Fault Monitoring

Network & Application Probing

Applications & ServicesVoice Messaging Rich Media Conferencing Presence Services Mobility Contact Center

IP

Collaboration Clients

M

Call Control

Xcode MTP

IP IPM M M

M

LDAP & Directory Services

Conf

Media Resources

Music on Hold

Endpoints

Unified CM Applications

Device Mobility

M M M

IP

Call Routing

M

M

9.911 9.[2-9]xxxxxx 9.1[2-9]xx[2-9]xxxx 9.011

IP

V

PSTNRemote Site Survivability

IP

Dial Plan

Call Processing Agent

IP


Video Telephony

PSTN & IP Gateways

PSTN Services

LWAPP

IPWAN Aggregation Router IP WAN & Internet Access

NetworkingAccess Switch Wireless Distribution & Core Switching Security Quality of Service Branch Router & Access Switch253666

The various layers of the Cisco Unified Communications System perform the following major tasks and roles:

Networking This layer forms the foundation for the Unified Communications network. It includes components that provide the following functions and capabilities: Network infrastructure ensures a redundant and resilient network foundation with Quality of

Service (QoS) enabled for Unified Communications applications. Voice security ensures a general security policy and a hardened and secure networking

foundation for Unified Communications applications.


1-3

Chapter 1 Cisco Unified Communications System Architecture

Introduction

Unified Communications deployment models provide tested models as well as best practices

and design guidelines for deploying a Unified Communications System. IP telephony migration options provide guidelines on how to plan and approach a migration

from standalone voice, video, and collaboration systems to an integrated Cisco Unified Communications System. For more information on the Networking layer, see the Overview of Cisco Unified Communications Networking, page 2-1.

Call Routing This layer handles the processing and routing of calls throughout the system. It includes components that provide the following functions and capabilities: Call processing agents provides telephony services and call routing capabilities. The dial plan provides endpoint numbering, dialed digits analysis, and classes of restriction to

limit types of calls that a user can make. Call admission control provides mechanisms for preventing oversubscription of network

bandwidth by limiting the number of calls that are allowed on the network at a given time, based on overall call capacity of the call processing components and network bandwidth. Video telephony services provide the ability to provision and register video endpoints as well

as to set up, route, and maintain video calls on the network. PSTN gateways and provider voice and data services provide access to voice and data networks

outside the enterprise, including the PSTN, Internet, and service provider IP-based trunks. Remote site survivability provides continuation of basic telephony services at remote sites when

the central-site telephony services are unavailable due to failed or flapping network connectivity. For more information on the Call Routing layer, see the Overview of Cisco Unified Communications Call Routing, page 7-1.

Call Control This layer enables users to initiate and manage calls. It includes components that provide the following functions and capabilities: Integration with central Lightweight Directory Access Protocol (LDAP) directories enables

companies to centralize all user information in a single repository available to Unified Communications applications, with a reduction in maintenance costs through the ease of adds, moves, and changes. Access to media resources provides media processing functions such as conferencing, media

termination, transcoding, echo cancellation, signaling, packetization of a stream, streaming audio (annunciation), and so forth. Music on hold provides music (or advertising) to callers when their call is placed on hold,

transferred, parked, or added to an ad-hoc conference. Unified Communications endpoints and feature sets range from gateways that support ordinary

analog phones in an IP environment to an extensive set of native IP phones offering a range of capabilities for the end user. Device mobility features enable mobile users to roam from one site to another with their

endpoint devices and to acquire the dynamically allocated settings of their roaming site for call routing, codec section, media resource selection, and so forth.


1-4

OL-21733-16

Chapter 1

Introduction Cisco Unified Communications System Architecture

Applications embedded in the call control software provide features such as click-to-call

dialing, manager-assistant applications, and the ability for users to log in to any phone, as well as support for web-based applications that can run directly on the users desktop phone. For more information on the Call Control layer, see the Overview of Cisco Unified Communications Call Control, page 15-1.

Applications and Services This layer contains numerous applications and services that can be deployed on top of an existing Cisco Unified Communications infrastructure to add enhanced user features to the system. It includes components that provide the following functions and capabilities: Voice messaging provides voicemail services and message waiting indication. Rich media conferencing provides audio and video conferencing as well as web-based

application and document sharing. Presence services provide user availability tracking across user devices and clients. Mobility services provide enterprise-level Unified Communications features and functionality

to users outside the enterprise. Contact center applications provide call handling, queuing, and monitoring for large call

volumes. Collaboration client services provide integration to Unified Communications services and

leveraging of various applications. For more information on the Applications and Services layer, see the Overview of Cisco Unified Communications Applications and Services, page 20-1.

Operations and Serviceability This layer contains system-level services for monitoring and managing the Unified Communications network and applications. It includes components that provide the following functions and capabilities: User and device provisioning services provide centralized provisioning and configuration of

users and devices for Unified Communications applications and services. Voice quality monitoring and alerting provide the ability to monitor various call flows within

the system to determine whether voice quality is acceptable and to alert administrators when the voice quality is not acceptable. Operations and fault monitoring provides the ability to monitor all application and service

operations and to issue alerts to administrators regarding network and application failures. Network and application probing provides the ability to probe and collect network and

application traffic information at various locations throughout the deployment and to allow administrators to access and retrieve this information from a central location. For more information on the Operations and Serviceability layer, see the Overview of Cisco Unified Communications Operations and Serviceability, page 27-1.

Note

The design recommendations in this guide have been reviewed and found to be consistent with the Cisco Borderless Network Smart Business Architecture (SBA). Contact your Cisco representative for more information on SBA.


1-5

Chapter 1 How to Use This Design Guide

Introduction

How to Use This Design GuideThis document provides design considerations, guidelines, and best practices for deploying a Cisco Unified Communications System. As discussed in the previous section, the architecture of the Cisco Unified Communications System consists of five layers. This document is divided into five parts corresponding to the five architectural layers. Each part of this document contains chapters that describe the components and design guidelines for the corresponding architectural layer. The process for building a good Unified Communications system is similar to building a house: first you have to establish a solid infrastructure and foundation upon which to build all the other layers. And the other layers must be added in a particular sequence, usually from the bottom up. (For example, you have to build the walls of a house before you can put a roof on it.) In the case of a Unified Communications system, the networking layer provides the infrastructure, and the other layers must be added from the bottom up in the sequence shown in Figure 1-1. The parts and chapters of this guide are organized in that same sequence to help you establish a logical process for designing your Unified Communications system. The first chapter in each part of this guide presents an overview of the information contained in that part. The overview includes an illustration of the five architectural layers of the Cisco Unified Communications System, and the layer being discussed in that part of the guide is highlighted. For example, Figure 1-2 is the illustration from the Call Control part of this guide. The Call Control layer is highlighted in a different color to show that it is the layer being discussed in that part of the guide. The layers below it (Networking and Call Routing) are visible because they must already be in place before the Call Control layer can be implemented. The layers above it (Applications & Services and Operations & Serviceability) are shaded to indicate that they cannot be implemented until the current layer (Call Control in this example) is in place.


1-6

OL-21733-16

Chapter 1

Introduction How to Use This Design Guide

Figure 1-2

Cisco Unified Communications Call Control Architecture


IP



Oper ault Monitoring


Applications & ServicesVoice Messaging Rich Media Conferencing Presence Services Mobility Contact Center Collaboration Clients

M

Call Control

Xcode MTP

IP IPM M M

M


Conf

Media Resources

Music on Hold

Endpoints


Device Mobility

M M M

IP

Call Routing

M

M

9.911 9.[2-9]xxxxxx 9.1[2-9]xx[2-9]xxxx 9.011

IP

V


IP

Dial Plan


IP


Video Telephony

PSTN & IP Gateways

PSTN Services

LWAPP

IPWAN Aggregation Router IP WAN & Internet Access

NetworkingAccess Switch Wireless Distribution & Core Switching Security Quality of Service Branch Router & Access Switch253669

If you are designing a new Unified Communications system, Cisco recommends that you develop your design according to the sequence and guidelines presented in this document. If you already have some layers of the system in place and you want to add other layers to it, Cisco recommends that you at least review the sections of this guide that pertain to the existing layers to ensure that your system complies with all the guidelines.


1-7

Chapter 1 How to Use This Design Guide

Introduction


1-8

OL-21733-16

PA R T

1

Unified Communications Networking

CH A P T E R

2

Overview of Cisco Unified Communications NetworkingRevised: February 29, 2012; OL-21733-16

A solid network infrastructure is required to build a successful Unified Communications system in an enterprise environment. Other key aspects of the network architecture include voice security, unified communications deployment models, and migration strategies. Unified Communications including IP telephony, rich media, collaboration, and many other functions places strict requirements on IP packet loss, packet delay, and delay variation (or jitter). Therefore, you need to enable most of the Quality of Service (QoS) mechanisms available on Cisco switches and routers throughout the network. For the same reasons, redundant devices and network links that provide quick convergence after network failures or topology changes are also important to ensure a highly available infrastructure. The following aspects are essential to the topic of Unified Communications networking and are specifically organized here in order of importance and relevance to one another:

Network Infrastructure Ensures a redundant and resilient foundation with QoS enabled for Unified Communications applications. Voice Security Ensures a general security policy for Unified Communications applications and a hardened and secure networking foundation for them to rely upon. Unified Communications Deployment Models Provide tested models in which to deploy Unified Communications call control and applications, as well as best practices and design guidelines to apply to Unified Communications deployments. IP Telephony Migration Options Provide guidelines on how to plan and approach a migration from separate standalone voice, video, and collaboration systems to an integrated Cisco Unified Communications System.

The chapters in this part of the SRND cover the networking subjects mentioned above. Each chapter provides an introduction to the subject matter, followed by discussions surrounding architecture, high availability, capacity planning, and design considerations. The chapters focus on design-related aspects rather than product-specific support and configuration information, which is covered in the related product documentation.


2-1

Chapter 2

Overview of Cisco Unified Communications Networking

This part of the SRND includes the following chapters:

Network Infrastructure, page 3-1 This chapter describes the requirements of the network infrastructure needed to build a Cisco Unified Communications System in an enterprise environment. The sections in this chapter describe the network infrastructure features as they relate to LAN, WAN, and wireless LAN infrastructures. The chapters treat the areas of design, high availability, quality of service, and bandwidth provisioning as is pertinent to each infrastructure.

Unified Communications Security, page 4-1 This chapter presents guidelines and recommendations for securing Unified Communications networks. The topics in this chapter range from general security, such as policy and securing the infrastructure, to phone security in VLANs, on switch ports, and with QoS. Other security aspects covered in this chapter include access control lists, securing gateways and media resources, firewalls, data center designs, securing application servers, and network virtualization.

Unified Communications Deployment Models, page 5-1 This chapter describes the deployment models for Cisco Unified Communications Manager as they relate to the various network infrastructures such as a single site or campus, multi-site environments, and data center solutions. This chapter covers these deployment models and the best practices and design considerations for each model, including many other subtopics pertinent to the model discussed.

IP Telephony Migration Options, page 6-1 This chapter describes several methods for migrating from separate standalone voice, video, and collaboration systems to an integrated Cisco Unified Communications System. It discusses the pros and cons of both phased migration and parallel cutover. It also describes the services needed to connect a private branch exchange (PBX) to a new Unified Communications system. The major topics discussed in this chapter include IP telephony migration, video migration, and migration of voice and desktop collaboration systems.


2-2

OL-21733-16

Chapter 2

Overview of Cisco Unified Communications Networking Architecture

ArchitectureThe networking architecture lays the foundation upon which all other layers of the Unified Communications System are deployed. Figure 2-1 shows the logical location of the networking layer in the overall Cisco Unified Communications System architecture.Figure 2-1 Cisco Unified Communications Networking Architecture


IP



Oper M

ault


Applications & ServicesVoice Messaging ia Conferencing Presence Services Mobility tact Center

IP

Collaboration Clients

M

Call Control

Xcode MTP

IP


Conf

Media Resources

Music on Hold

Endpoints


Device Mobility

Call Routing

M

M

M

9.911 9.[2-9]xxxx 9.1[2-9]xx[ 9.011

V


IP

Dial



Video Telephony

PSTN & IP Gateways

PSTN Services

LWAPP

IPWAN

Cisco Unified Communications System 8.x SRND

Documents

Transcript of Cisco Unified Communications System 8.x SRND