why upgrade to cisco unified communications manager (cucm ... · why upgrade to cisco unified...

© 2008 Cisco Systems, Inc. All rights reserved. 1

Why upgrade to Cisco Unified Communications

Manager (CUCM) v 6.1?

January 22, 2008


Agenda

� Welcome – Karen Manning

Program Recordings www.CiscoKnowledgeNetwork.com

Future Topics – Email [email protected]

� Business Reasons for Migrating to CM v6.1 – Craig Cotton

� Q&A

� Technical Reasons for Migrating to CM v6.1 – Sameer Mohile

� Q&A


Survey

Cisco Knowledge Network – FeedbackScale: 1=Disagree; 2=Somewhat Disagree; 3=Neutral; 4=Somewhat Agree; 5=Agree

1=Poor; 2=Fair; 3=Average; 4=Good; 5=Excellent

Overall, the quality and value of the information presented made this Cisco event a good use of my time.

How would you rate the quality and value of Topic #1? [1 - 5]How would you rate the quality and value of Topic #2? [1 - 5]I learned things that I will apply to my business. [1 - 5]

Overall, the speakers/presenters were knowledgeable, informative and engaging.Speaker/presenter #1 was knowledgeable, informative and engaging [1 - 5]Speaker/presenter #2 was knowledgeable, informative and engaging [1 - 5]

Web Conferencing was an effective medium to conduct this event.The way the information was presented was clear, effective and held my interest [1-5]The event was at a convenient time [1 - 5]The event was easy to access [1 – 5]I could fully participate in the event [1 – 5]

I would recommend this event to others. [ 1 - 5 ]

I am interested in having Cisco, or my Cisco Partner, contact me to continue this conversation –applying these concepts to my business (or environment). Yes or No


Business Reasons to Upgrade Cisco Unified Communications Manager

Craig CottonDirector, Product MarketingIP Communications Business Unit


Cisco Unified Communications: Doing Business in a Web 2.0 World


Web 2.0

Video

Blogs

Social Networking

e commerce

Music


Welcome to the Human Network

Informationand Services

SocialStructure

Technology


One Time Zone, Real

Time

One Time One Time

Zone, Real Zone, Real

TimeTime

Mobility and Uniformity of Experience

Mobility and Mobility and

Uniformity of Uniformity of

ExperienceExperience

Working Moments

Working Working

MomentsMoments

Security and

Governance

Security and Security and

GovernanceGovernance

New and Changing

Regulations

New and New and

Changing Changing

RegulationsRegulations

Business

Continuance

Business Business

ContinuanceContinuance


Unified Communications Manager


The Platform for Collaborative Communications

Telepresence

Unified Communications Manager

MeetingPlace -Collaboration

Unity

IPICSUnified Mobile Communicator

MOC or ST

Unified Personal Communicator


Presence and BLF


Appliance Benefits� Easier & Faster Installs and Upgrades

Installs in half the time vs. Windows

Load new versions on standby disk partition, then just switch partitions instead of REPLACING older versions of software

� Improve Security, Stability, Performance & Experience

Protect from unsupported hardware/software changes due to malware, operator error or other cause

Make UC applications more like network devices

� Reduce and simplify customer’s OAM&P responsibilities

Don’t force customer to learn how to administer native OS, DB, etc. – no MCSE or RHCE skills required…it’s not a Linux Server !!

Less Updates to Manage – bundled disk/downloads for firmware, drivers, OS, DB and UC applications

� Reduce and simplify customer’s security posture management responsibilities

All security updates are included in Cisco disks/downloads – no more separate management of security patching for firmware, drivers, OS and applications

Native OS Hardening – beyond what is done with Windows: removal of unnecessary services, no mail clients or web browsers installed or installable, custom extensions/modifications to components we keep

Built-in CSA and integrated firewall, self-policing of who is allowed to join and participate in the cluster

All software for the Appliance is provided & digitally signed by Cisco


Cisco Unified Communications Manager 6.xKey Capabilities

� Enhanced Features

Do Not Disturb, Intercom, Audio Message Waiting Indication, Secure Conferencing, Call Recording, Silent Monitoring, Join Across Lines

� Integrated Cisco Unified Mobility

Single number reach, single voicemail, device mobility and DISA functionality native to Cisco Unified Communications Manager

� Increased Resiliency

Ensures users have access to key features such as Extension Mobility, Call Forwarding, and Message Waiting Indication even during network outages, plus more flexibility for clustering servers over the WAN

� Now available as part of purpose-built solution for small and medium businesses

Unified Communications Manager Business Edition appliance that combines Unified Communications Manager version 6.x call control and Unity Connection voice messaging on a single server


Cisco Unified Communications Manager 6.x

Key Capabilities


Do Not Disturb

� Gives phone users the ability to go into a Do Not Disturb (DND) state which turns the ringer off. Calls continue to be presented to the phone; it just doesn’t ring

� Creates new presence state – device based

� New softkey ‘DND’

� A new feature option “DND” will be available to be configured in the Phone Button Template for the supported phone types.

� Once DND is activated:

A prompt status message “Do Not Disturb is Active” will display when DND is activated.

LED indicator

Configurable reminder alert tone

When DND is de-activated this message will be removed

Accessibility indicators are available: Beep, Flash, None.

� This prompt status is permanent and stays till the DND status is reverted. (only Call Forward All prompt can override the DND prompt statusmessage.)


Intercom with Whisper

� New Intercom button – placing and receiving voice Intercom calls

� Intercom Speed-dial can be configured for a single destination

� Three visual states for intercom button : idle, whisper and connected.

� Whisper - If target destination is on a call, the originator can whisper a one-way message which will be heard by the target and not by the other party.


MWI Audio Notification

� Alerts callers that they have a Message via an Audio Tone (3 “beeps) followed by dial tone

� Available on All Cisco Unified IP Phones

� Already available via VG-24x for Analog devices

� Conforms to ADA Requirements


Programmable Line Keys – Display

20 of the most common soft key features can now

be assigned to a line button for easier access or for the visually

impaired

- Redial

- Hold

- Transfer

- Forward All

- Meet Me Conference

- Park

- DPark

- Pick Up

- GPickUp

- DND

- Conference

- ConfList

- Remove Last Participant

- QRT

- Call Back

- Other Pickup

- Video Mode

- Other Call

- New Call

- Hlog

- MCID


Cisco Unified Mobility

� Single Number Reach

– Cisco Unified Mobility Manager – now integrated into Unified Communications Manager!

� Voice over WLAN

– Cisco Unified IP Phone 7921G

� Single Mode Client

– Cisco Unified Mobile Communicator

� Dual Mode Phone

– UC application access for Dual Mode Devices


Cisco Mobility Manager

� Now native in Unified Communications Manager 6.x

� Simultaneous ring

� Multiple remote destinations (mobile, home, etc.)

� Single enterprise voice mail

� Hand in / hand off

� Mobile Voice Access

� Allowed/Blocked call filters

� No changes required with mobile phone or mobile cellular service provider

New Handoff key available with Unified Communications

Manager 6.0


Cisco Unified Mobile Communicator

� Works across variety of popular handsets

Symbian, Blackberry, Windows Mobile

� Integrated

Augments native phone apps & functionality

� Intuitive, menu-driven User Interface

Dashboard approach to managing calls & messages

Provides consistent approach across different handsets

� Secure

Securely download user contacts

Authentication & encryption protects corporate resources

Remote disablement in case handset is lost/stolen

� Over-the-air client provisioning

No data cables required to download client application to phone


Database FeatureResiliency

� Most services read data locally instead of publisher

i.e. read from Communications Manager node that phone is registered to.

� For User facing features, last update wins.

� Admin, AXL, User Options, CMA, non user facing features, etc. still read and write to the publisher.


Silent Monitoring

� A single combined (agent + customer) RTP stream is delivered to the supervisor phone under Communications Manager control

– Provides Call Admission Control, Bandwidth Reservation, and Codec Negotiation

– Allows Supervisor to monitor call through IP phone

� Monitoring has no perceptible effect on:

– The agent or customer’s visual display

– Any perceptible audio that might alert the agent or the customer that their call is being observed

� For legal compliance an explicit notification in the form of a periodic tone can be made audible to agent, customer, or both to indicate a monitoring session is in progress. The tone can also be disabled

� Not supported on all Cisco IP phones


Call Recording support

� Call recording now possible without having to port span ethernet switch ports

� Two recording modes are available:

– Automatic recording: Records all calls on line appearance by CM

– Selective recording: Allows supervisor to record ad-hoc. Also allows Recording server to record based on business rules and events

– Requires Recording server/device from 3rd Party

– Delivers the speech (2 RTP streams) to the recording server via SIP Trunk

– Integrated CAC for remote recording over the WAN

� Recording has no perceptible effect on:

–The agent or customer’s visual display

–Any perceptible audio glitch that might alert the agent or the customer that their call is being recorded

� For legal compliance an explicit notification in the form of a periodic tone can be made audible to agent, customer, or both to indicate a recording is in progress. The tone can be disabled. Recording tone overrides monitoring

� Not supported on all Cisco IP phones


Secure Conferencing

� Provides Media Encryption to participants in an Ad-Hoc Voice Conference

� Available with 12.4(7)T IOS Release

� A Secure Call between 2 parties will remain secure when additional parties are included via a conference.


• Pixel-based Backlit display

• Up to 24 Single Lines / Directory Numbers

• Lighted line keys

• Programmable line keys

• IEEE 802.3af PoE and Local Power

• 10/100BaseT, two-port Ethernet switch

• “Hold”, “redial”,“transfer” keys

• Visual Message Waiting Indicator

• Hands-free Speakerphone

• Supported in CM 6.0 and later

Cisco Unified IP Phone 7931G

24 Button Phone, targeted for Keyswitch deployments


Enhanced BAT

� A Communications Manager administrator can take an exported Communications Manager database, make changes to that database and insert that database into another Communications Manager cluster at another site

� The idea is to have a cookie cutter Communications Manager configuration that can be easily transported from one cluster toanother

� BAT functionality will be extended to all items in the Communications Manager database

� This tool will use the same file format as BAT (CSV) for exporting and importing data

� Target users of this tool are Expert administrators

� This tool will be mainly used on a fresh install, for the initial configuration


System Data

• Server

• CUCM

• CUCM Group

• Phone NTP Reference

• Date/Time Group

• Region

• Device Pool

• Device Mobility Group

• Location

• Physical Location

• SRST

• Enterprise Parameter

• Service Parameter

• Security Profile (Phone & SIP Trunk)

• AAR Group

• Application Dial Rules

• Route Filter

• Time Period (Class of Control)

• Time Schedule (Class of Control)

• Partitions (Class of Control)

• CSS (Class of Control)

• Translation Pattern

Call Routing Data Media Resources

• Annunciator

• Conference Bridge

• Media Resource Group

• Media Resource Group List

• Media Termination Point

• Transcoder

Export Configuration in version 6.0


Unified Communications ManagerBusiness Edition Vision

� Low-cost, feature-rich, easy-to-deploy

� Single Appliance: shared HW and OS

� SRST for Call Processing Redundancy

� Common services

Bundled Install/Upgrade, DB, Identity Mgmt

Common Management & Tools

� Simple Licensing

Applications, Options, Quantities

Unified CM

UnityConnection

Cisco Unified

Presence

Cisco Unified Contact Center

Express

Common ManagementLicensed Based Entitlement

Common Platform

Mobility Manager


Know Who’s Available to Save Time & Increase Productivity

� Make calls with your Cisco Unified IP Phone using Office Communicator to control the phone

� See if a person you need to reach is on the phone or not


Cisco

Q&A


Technical Reasons to Upgrade to CUCM 6.X

Sameer MohileVSE TME


Upgrade Path

CUCM 6.0

� Upgrade from CUCM 4.0, 4.1, 4.2, 5.0 and 5.1 to CUCM 6.X

CUCM 4.2(3)

CUCM 5.0(4)a/b

CUCM 4.1(3)

CUCM 4.0(2a)

CUCM 5.1(1/2)

CUCM 5.1(3)CUCM 4.2(3)

CUCM 4.1(3) CUCM 5.1(1/2)CUCM 6.1


OS/Database Changes

� Pre CUCM 5.0 – Microsoft & MS-SQL

� CUCM 5.X and 6.X – Linux & IBM IDS

Informix DynamicServer (IDS)Replication

SQL IDS


AGENDA

� CUCM 6.X Architecture

Database Resiliency and Access

Database Replication and Change Notification

� CUCM 6.X Deployment Models Update

Centralized Call Processing Model

Clustering over the WAN Model

� CUCM 6.X Performance/Capacity Update

� CUCM 6.X Upgrade Procedure


Database Resiliency & Access


Database Resiliency (UCM Version 6.X)

IDS IDS

IDS IDS

Publisher(all data writable)

Communication

Manager ClusterInformix DynamicServer (IDS)Replication

Informix Dynamic Server (IDS) Subscribers (User facing features Writable)

IDS

Bidirectional User facing feature replication

Logically Unidirectional DB replication from Publisher

User Facing Features:� Call Forward All� Message Waiting Indicator ( MWI)� Privacy Enable/Disable� Device Mobility� Extension Mobility Login/Logout� Do Not Disturb Enable/Disable� Hunt Group Login/Logout� Credential hacking & authentication

A

B

CD

E


Database Access

IDS

CCM Admin

CCM TFTP

Publisher

Administrator

IDS

CCM Admin

CCM TFTP

Subscriber

Administrator

� Before CUCM 6.X, default access was to the Publisher database. This caused increased CUCM initialization with every release

� In CUCM 6.X, default access is to the local database

� Faster initialization in Clustering over WAN deployments


Database Replication (Rep) and Change Notification (CN) – Pre CUCM 6.X

CCM Admin

CCM TFTP

Publisher

Administrator

IDS

CCM Admin

CCM TFTP

Subscriber

Administrator

� Replication moves the data from server to server and causes change notification on the receiving server.

� Change notification (CN) is the process by which services learn that data in the database has changed.

� Before CUCM 6.X, Publisher was generating the CN.

DB Rep Queue

DB CN Queue


Database Replication (Rep) and Change Notification (CN) – CUCM 6.X

CCM Admin

CCM TFTP

Publisher

Administrator

IDS

CCM Admin

CCM TFTP

Subscriber

Administrator

� Services (e.g. CCM, TFTP etc) on receiving server always get change notification from the local database.

� Since replication is queued up on network outages, as the network outage is fixed, replication occurs, data access is now available locally, and change notification occurs locally. In essence, change notification is now queued and occurs in lock stop with replication. This improves the reliability of change notification delivery.

DB Rep Queue

DB CN Queue


6.X Deployment Models Update


Deployment Models Centralized Call Processing

� CUCM cluster at central/HQ site

� Applications and DSP resources can be centralized or distributed

� Supports up to 30,000 phones per cluster

� Survivable remote site telephony for remote branches

� Maximum 1000 branches per cluster (500 branches before CUCM 6.0)

PSTN

IP WAN

Applications(VMail, IPCC, MP…)

Headquarters

Branch A

Branch B

CUCMCluster

SRST/CME-EnabledRouter

SRST/CME-EnabledRouter


Scalability - Support for 1000 Locations

Cisco Unified Communications Manager 6.0 will now support up to 1000 locations with the following conditions:

� Support for 1100 Gateways i.e. one gateway per location plus some at central site.

� Sparse RegionMatrix should be used.

� Sparse MatrixMember RSVP Policy should be used

� Support on 7845 H1/I1 or higher platform only.

� Cisco Unified Communications Manager Initialization time nearly doubles compared to no locations.

� Upgrades may take 50-100% longer than similar size database with no locations.

� Database replication time increases compared to cluster with no locations.


Sparse Matrix

� Sparse Matrix logs only exceptions to the default as opposed to logging ALL values.

Benefit: Keeps the table small and significantly improves performance

� Most regions should to be configured to “Use System Default” for inter/intra region audio codecs and video bandwidth.

Benefit: Keeps the regionmatrix database table small.

� Most locations should be configured to “Use System Default” for the RSVP policy.

Benefit: Keeps the matrixmember database table small.


IP Phones

IP

Phones

SpaceSan Jose San Francisco

CUCM

Cluster

Deployment Models Clustering over the WAN (COW)

� CUCM 6.0 and before

Max 40-ms round-trip delay between any two CUCM across the WAN

Recommended bandwidth between sites that are clustered over the WAN is 900 Kbps for ICCS for every 10,000 BHCA and 644kbps per remote server for Database

� CUCM 6.1

Max 80-ms round-trip delay between any two CUCM across the WAN

Recommended bandwidth between sites that are clustered over the WAN is 1.544 Mbps for ICCS for every 10,000 BHCA and 1.544 Mbps per remote server for Database

Voice Mail Server

Voice MailServer


6.X Performance/ Capacity Update


Performance Update

� BHCC on the H2 platforms (7835 & 7845) is 35%-45% more than on the H1 platforms (7835 & 7845)

H2 has dual core processor

� CUCM 6.X can support up to 27,000 secured phones in a cluster (90% of 30,000 phones)

97137SIP 7970 (1 Line – Secured)

9180SIP 7970 (1 Line – Non-Secured)

83120SCCP 7960(1 Line – Secured)

7766SCCP 7960 (1 Line – Non-Secured)

CUCM 6.X (KB)

CUCM 5.1 (KB)

Configuration & Registration of Device

� Extension Mobility Login/Logout have dramatically increased in CUCM 6.0

Up to 250 sequential login/logout per minute on MCS 7845 cluster

Up to 375 sequential login/logout per minute on MCS 7845 cluster


� Phone registration rates have increased in CUCM 6.X

97137SIP (1 Line – Secured)

9581SIP (1 Line – Non-Secured)

143130*SCCP (1 Line – Secured)

163149SCCP (1 Line – Non-Secured)

CUCM 6.X (Phones/Sec)

CUCM 5.1 (Phones/sec)

Registration Rate of Device

* Registration rate for SCCP secured phone in CUCM 4.X is 100 phones/sec

� Failover/Fallback rates have increased from 90 phones/sec in CUCM 4.X to 200 phones/sec in CUCM 6.X

Performance Update


CUCM 6.X Upgrade Changes


CUCM 5 and 6 Disk Partition Overview� Software update

can be done FTP, secure FTP or local DVD Disk

� Call Processing is done on Active Partition

� After software upgrade DB is migrated to InActive partition (5.X)

� DB changes (administrative and end user data—CFA, MWI, EM, etc.) from after software upgrade to switch version is lost

� Best Practice:

Upgrade during off hours

Move phones off servers being upgraded

InActive partitionInActive partition

Active PartitionActive Partition

InActive partitionInActive partition

Active PartitionActive Partition

CUCM Publisher

CUCM Subscriber

UpdatedSW

Switch Version via OS Admin

or CLI

Active partitionActive partition

inActive PartitioninActive Partition

Active partitionActive partition

inActive PartitioninActive Partition

CUCM Publisher

CUCM Subscriber

21


Upgrade

� Publisher migrates data and runs “ontape” before reboot

� Subscriber gets “ontape”backup via SFTP

� Subscriber is ready before replication is complete

� UFF are backed up before reboot

� UFF are restored and replication starts after reboot

Communications Manager 5.0 and 5.1

Communications Manager 6.0 and 6.1

� Publisher migrates data before reboot

� Subscriber starts replication after reboot

� Subscriber is ready for failover after replication


Key Takeaways Template

The Key Takeaways of this presentation are:

� CUCM 6.X has improved database resiliency

� CUCM 6.X can support up to 1000 remote locations

� Better Performance - IP Phone security, Failover/Fallback etc have improved in CUCM 6.0

� Clustering over the WAN is better in CUCM 6.X


Additional Resources

� You can find additional information in the Unified Communications SRND

• http://www.cisco.com/go/srnd


Cisco

Q&A


Survey

Cisco Knowledge Network – FeedbackScale: 1=Disagree; 2=Somewhat Disagree; 3=Neutral; 4=Somewhat Agree; 5=Agree

Overall, the quality and value of the information presented made this Cisco event a good use of my time. [1-5]

How would you rate the quality and value of Topic #1: Business Drivers? [1 - 5]How would you rate the quality and value of Topic #2: Technical Drivers? [1 - 5]I learned things that I will apply to my business. [1 - 5]

Overall, the speakers/presenters were knowledgeable, informative and engaging. [1-5]Speaker/presenter #1 was knowledgeable, informative and engaging [1 - 5]Speaker/presenter #2 was knowledgeable, informative and engaging [1 - 5]

Web Conferencing was an effective medium to conduct this event. [1-5]The way the information was presented was clear, effective and held my interest [1-5]The event was at a convenient time [1 - 5]The event was easy to access [1 - 5]I could fully participate in the event [1 - 5]

I would recommend this event to others. [1 - 5]

I am interested in having Cisco, or my Cisco Partner, contact me to continue this conversation –applying these concepts to my environment. Yes or No

why upgrade to cisco unified communications manager (cucm ... · why upgrade to cisco unified...

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