Cisco IP Telephony

Integration and Replacement of Legacy Voice-Mail Systems Voice Gateways Quality of Service Call Routing Emergency Services IPT Features and Applications Security Redundancy and High Availability Network Management Return on Investment Summary Chapter 4 Planning Phase Getting Started Network Infrastructure Analysis Campus Network Infrastructure Access Layer Distribution Layer Core Layer Cabling Infrastructure Common Guidelines QoS in Campus Network Infrastructure Data and Voice Traffic Characteristics Oversubscription in Campus Networks Network Trust Boundaries IP Phone QoS Inline Power for IP Phones Wireless IP Phone Infrastructure WAN Infrastructure QoS in WAN Infrastructure Minimizing Delay Using Traffic Shaping Provisioning WAN Bandwidth Using Voice Compression Network Services DHCP DNS NTP Directories and Messaging Power and Environmental Infrastructure Telecom Infrastructure Analysis PBX Infrastructure and Migration Telephony Numbering Plan Voice-Mail Infrastructure and Migration Emergency Services Telephony Features and Applications Business Continuity and Disaster Recovery Securing IPT Infrastructure Redundancy and High Availability IPT Network Management System Summary Chapter 5 Design Phase: Network Infrastructure Design Call-Processing Architecture IP Phone Selection Network Infrastructure Design Tasks Designing IP Addressing and VLAN Scheme Designing DHCP and TFTP Services Central Site LAN Infrastructure Central Site LAN QoS Design Access Layer Catalyst 6500 QoS Configuration Guidelines Distribution and Core Layer Catalyst 6500 QoS Configuration Guidelines Remote-Site IPT Infrastructure Remote-Site LAN QoS Design Configuring the Remote-Site LAN Switches for QoS Remote-Site WAN QoS Design Perform DSCP-to-CoS Mappings Map CoS-to-DSCP Mapping on Remote-Site Routers Configure WAN Interface Queuing Central Site WAN QoS Design Summary Chapter 6 Design of Call-Processing Infrastructure and Applications High-Level IPT Design Fax and Analog Terminals Voice Gateways Access to the PSTN Access to the PBX Media Resources Conferencing and Transcoding Music on Hold IPT Applications AutoAttendant Interactive Voice Response Call Center Voice Messaging Low-Level Design CallManager Cluster Design CallManager Scalability and Sizing Customer Response Solution Server Scalability and Sizing Sizing the Number of Agents Sizing the Number of IVR Ports Sizing the Gateway Trunks for the Call Center CallManager Group Configuration CallManager Date/Time Configuration CallManager Region Configuration CallManager Location Configuration Device Pool Configuration Media Resources Configuration Conferencing Transcoding Music on Hold Configuring the MRGs and MRGLs Gateway Selection and Sizing Dial Plan Architecture Numbering Plan Call-Routing Requirements CallManager Route Plan Partition Design Calling Search Space Design Route Groups Route Lists Route Patterns Gatekeeper Inbound Call Routing Automated Alternate Routing Survivable Remote Site Telephony SRST for Seattle and Melbourne Remote Sites Fax and Modem Securing the IPT Infrastructure Securing CallManager and Application Servers Using a Firewall and ACLs Securing the IPT Network from the Outside World Securing IPT Endpoints Securing Campus Network Devices Securing Voice Gateways Establishing Physical Security Installing Host-Based Intrusion Detection Summary Chapter 7 Voice-Mail System Design Defining the Voice-Mail System Architecture Microsoft Active Directory and Exchange Active Directory Architecture Exchange 2000 Messaging Architecture Unity Deployment Model Physical Placement of Unity Servers High Availability Securing Unity Servers Backup of Unity Servers Voice-Mail Access Options Telephone User Interface Graphical User Interface Designing a Cisco Unity System Message Store Options and Sizing Sizing Unity Ports and Sessions Unity Server Hardware Data Protection Exchange Software Licensing Unity Software Licensing Extending the Schema for Unity and Unity Bridge Installing Cisco Unity Unity Installation Account End-User Interaction Integrating Voice Mail Unity Integration with CallManager Configuring Partitions and CSS in CallManager Changing Service Parameters in CallManager Defining MWI On and Off Numbers in CallManager Defining Voice-Mail Ports in CallManager Defining the Voice-Mail Pilot Number Defining the Voice-Mail Profile Reserving Ports for MWIs and Outcall Notifications in Unity Making Changes to the Octel Access Numbers Configuring the AutoAttendant functionality in Unity Octel Integration with CallManager SMDI Integration Integration Using VG248 Digital Integration Using DPA Designing the Cisco Unity Networking Digital Networking Bridge Networking AMIS Networking VPIM Networking Networking Octel and Unity Deployment Architecture with Unity Bridge Unity Bridge Software and Hardware Configuring Unity Bridge System Settings Digital Networking Unity Nodes Octel Nodes Unity Internet Voice Connector Customizing the Cisco Unity System Subscribers Class of Service Subscriber Template Account Policy Subscribers Public Distribution Lists Call Management Call Handlers Directory Handlers Interview Handlers Call Routing Restriction Tables Network Primary Location Delivery Locations Bridge Options System Configuration Schedules Holidays Licensing Authentication Integration Ports Multiple Directory Handlers Improving the User Experience During Migration Export Spoken Names from Octel to Unity Pre-Enrollment Procedures Summary Chapter 8 Implementation Complete Preimplementation Tasks Perform Implementation Readiness Analysis Site Readiness Voice Network Readiness Data Network Readiness IP Telephony Readiness Implement IPT Components CallManager and Application Server Implementation Operating System Installation Installing CallManager and Other Applications Installing Tools and Third-Party Applications Implementing Voice Gateways Implementing Catalyst T1 Voice Gateways Using the WS-X6608-T1 Module Implementing a Catalyst T1/E1 Voice Gateway by Using a CMM Module Troubleshooting Gateway Connectivity and Registration Issues Implementing IP Phones Implementation of IP Phones Using BAT Physical Phone Installation Implementing the Dial Plan Dialed Number Analyzer Implementing Cisco IP AutoAttendant Configuration Steps for AA Implementing IP ICD Configuration Steps for IP ICD Call Center Agent and Supervisor Login Options Implementing IP IVR Implementing IP Phone Services Corporate Directory Access Through IP Phones Troubleshooting IP Phone Services Identify the Implementation Tools Checking the CallManager OS Version Checking the CallManager Version Checking the SQL Version Database Layer Tool to Check SQL Subscriptions Checking Inconsistencies in the Software Versions Within the Cluster Multi-Level Administration Tool Functional Groups User Groups Access Levels MLA Logs Deploy IPT Solution Pilot Implementation Acceptance Tests Post-Implementation Documentation Day 2 Support Escalation Procedures Training End-User Training Help Desk Staff Training Voice Network Administration Staff Training Voice Network Design/Architecture Staff Training Summary Chapter 9 Operations and Optimization Software Upgrades Operating System Upgrades Subscribe to Notification Alerts Stop Services Use Recommended Server Access Methods to Perform Upgrades Schedule the Upgrade Document Registered Device Counts Windows Operating System Upgrade CallManager Software Upgrade Upgrade Planning and Impacts Failover Procedure Recovery Methods Application Software Upgrades Upgrade Planning and Impacts IP Phone and Gateway Upgrades Upgrading the Firmware on a Few Cisco IP Phones or Gateways Upgrade Planning and Impacts Failover Procedures and Recovery Methods BIOS Upgrades Hardware Upgrades Memory Upgrades Server Hardware Upgrades CallManager Operation and Monitoring Tools Multilevel Administration Quality Reporting Tool QRT Viewer Real-Time Monitoring Tool Summary View Server View CallProcess View Service View Device View CTI View Perfmon View RTMT Alerts RTMT Reports CallManager Traces Trace Configuration The Troubleshooting Trace Settings Page and Cisco CallManager Trace Collection Tool Bulk Trace Analysis Tool CDR Analysis and Reporting User Reports System Reports Device Reports Q.931 Translator Alarm Configurations and Definitions Backup and Restore System Password-Changing Tools Admin Utility Event Viewer Bulk Administration Tool DHCP Management Optimization Tips Time Synchronization CallManager Services Name Resolution IP Addressing Subnetting and VLANs Proactive Problem Identification and Resolution Duplex and Speed Settings Dial Plan Optimization Route Pattern Design Partition Rules Calling Search Space Rules Prefixing the Digits in Missed and Received Calls Securing the Servers Operating System Hardening Cisco Security Agent Service and Enterprise Parameter Fine-Tuning Deployments Involving Shared Lines Call Detail Records CallManager Traces Firmware Loads Cluster Guidelines Removing a Subscriber Auto-Registration Installing Third-Party Software Applications Changing Session Timeout for CallManager Cisco Unity Operations Day 2 Monitoring and Management Tasks CallManager Day-to-Day Monitoring Task List CallManager Pre-Upgrade Task List CallManager Post-Upgrade Task List IPT Network Management Tools CiscoWorks and IP Telephony Environment Monitor Alerts and Activities Active Partition Selector Device Management Notification Services Fault History Configuration IP Phone Information Facility SRST Monitoring Management IP Phone Reachability Testing IPT Security Displays IP Phone Help Desk Utility Gateway Statistics Utility Summary Part III Appendixes Appendix A Cisco IP Phone Models and Selection Criteria Appendix B IPT Planning Phase: Network Infrastructure Analysis Questionnaire Appendix C IPT Planning Phase: Telecom Infrastructure Analysis Questionnaire Appendix D IPT Design Phase: IP Phone Selection Questionnaire Appendix E IPT Design Phase: IPT Requirement Analysis Questionnaire Appendix F Ordering T1/E1 PRI from the Carrier Questionnaire Appendix G Voice-Mail Design Questionnaire Appendix H IP Implementation Checklist Index