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Comunicaciones Colaborativas
Este documento presenta una introducción a las comunicaciones unificadas de Cisco. Explica que Cisco ofrece una solución de comunicaciones que permite comunicaciones más efectivas al eliminar la complejidad y brindar acceso simple a servicios desde cualquier dispositivo. Describe los productos de Cisco como Cisco Unified Communications Manager para control de llamadas, una variedad de dispositivos de usuario y aplicaciones para colaboración y centros de contacto. También cubre temas como gestión, integración y la asociación de Cisco con Logicalis.
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Comunicaciones Colaborativas
- 1. Comunicaciones Colaborativas Fernando González Gerente de Tecnología fernando.gonzalez@la.logicalis.com
- 2. Agenda Unified Communications ¿Hacia dónde vamos? Cisco Overview Logicalis / Cisco – Socios Tecnológicos Conclusiones Q&A
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- 4. ¿Cómo evolucionan lasComunicaciones IP? Phase I Phase II Phase III Convergencia de Convergencia de Convergencia de Adopción de Communicaciones IP Medios de communic. Planos de Control Aplicaciones de usuario Nuevas capacidades Servicios Personalizados Presencia Video Telefonía Simplificación de redes Conferencias multimediales Call Control centralizado Movilidad (GSM-WiFi, SNR) Movilidad Reducción de gastos Contact Centers Voz y Video sobre IP Aplicaciones XML Cableado Integrado Toll Bypass (Larga Distancia) Preparación de la Infraestructura 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009
- 5. La Innovación haCreado Complejidad 5 Correos de Voz! Meetings todo el día “¿Tenés un ¿Estás? minuto?” DING-DONG!! ¡20 E-Mails! ¡15 Adjuntos! Mucha Información Límites Tecnológicos • Muchos dispositivos • Soluciones Incompatibles • En cualquier lugar/momento • Accesos distintos • Pérdida de productividad
- 6. Solución: Unificación de lasComunicaciones Control de la Información Soluciones Tecnológicas Dónde estoy Dispositivos trabajando juntos ¿Cuándo estoy accesible? Acceso simple a servicios
- 7. Drivers para lascomunicaciones unificadas 1 Administración Centralización MAC Gestión de Fallas 2 Movilidad SoftPhone WiFi-GSM Punto Unico Contacto 3 Contact Center/ Colaboración Independencia Geográfica Satisfacción Cliente 3ras Partes 4 Mensajería Unificada VoiceMails FAX Mensajería Instantáne 5 Video Conferencia Video on the Phone Video Telphony 6 Aplicaciones sobre IP Phones Automatizacion XML Java
- 8. ¿Qué nos ofreceCisco?
- 9. Cisco Unified Communications La Estrategia de Cisco: Crear una solución que permita comunicaciones mas efectivas, que impacten directamente en todas las áreas del negocio Efectivas Colaborativas Abiertas Elimar la Aplicaciones que Basadas en complejidad de permitan aumentar estandardes de las la productividad sin mercado, seguras, comunicaciones importar el donde, construidas sobre llegando a la el cuando o el una red covergente e persona buscada dispositivo inteligente. en el primer utilizado. intento.
- 10.
- 11. CISCO Unified Communications “UnifiedCommunications Solution” Call Control
- 12. Cisco Unified CommunicatiosManager Sistema de comunicaciones basado en IP y estándares de la indutria, con distintas opciones de sistemas operativos. Líder de la industria en sistemas de Telefonia IP. Escalable hasta más de 30,000 internos. Completo set de funciones de telefonía, video y datos. Gran variedad de protocolos de comunicaciones soportados (SIP, H.323, MGCP, SCCP). Soporte para dispositivos SIP de 3ras partes. Interfaz de administración gráfica para gestión, monitoreo e instalación de nuevos dispositivos. Integración de aplicaciones XML para ampliar la funcionalidad e incrementar la productividad. Reporte centralizado de alarmas utilizando SNMP gestionado por Cisco Unified Operations Manager.
- 13. Cisco Unified CommunicatiosManager Express Plataforma de comunicaciones IP orientada a sucursales y oficinas pequeñas-medianas. Solución con soporte de hasta 40 extensiones basada e integrada en las plataformas de routers Cisco ISR. Soporte total de funcionalidades de telefonia adpatadas a las necesidades de empresas pequeñas, medianas sucursales o modelos dele estilo managed services. Provee una solucón de interconexión robusta entre sitios utilizando protocolos como SIP o H323. Voice mail y auto-attendant con la solución integrada Cisco Unity Express o mensajería unificada utilizando Cisco Unity Incluye opciones como: Video Telephony, Tele workers, IP Communicator Softphone, B ACD call routing, SIP phone. Integración competa con CCM. Reporte centralizado de alarmas utilizando SNMP gestionado por Cisco Unified Operations Manager.
- 14. Posicionamiento de CommunicationManager # Extensions
- 15. CISCO Unified Communications “UnifiedCommunications Solution” End Points
- 16.
- 17. Cisco Unified CommunicationClients Telephony Focused Rich Media/Unified Interface
- 18. Nokia Dual Mode Solucionesde movilidad para la empresa Cliente Nokia SCCP para dispositivos dual- mode Nokia E-series El usuario puede seleccionar la red a conectarse Opera como un telefono IP de Communications Manager sobre la wireless LAN En la red GSM pública opera como celular GSM común con las funcionalidades provistas por el carrier. Interactúa con Cisco Mobile Connect para proveer servicios empresariales como ombre del llamante, Forward, aviso de mensajes. Soporte para aplicaciones móviles Único número telefónico en el teléfono físico y en el teléfono móvil. Email, Contacts, Agenda sincronizados.
- 19. CISCO Unified Communications “UnifiedCommunications Solution” Soluciones de mensajería
- 20.
- 21. CISCO Unified Communications “UnifiedCommunications Solution” Collaboration & Conference
- 22.
- 23. Cisco Unified IPContact Center
- 24. CISCO Unified Communications “UnifiedCommunications Solution” Applications
- 25. Aplicaciones Agregando valor alsistema Agenda -25-
- 26. Aplicaciones Agregando valor alsistema Puntos de Servicio Terminal Autoconsulta Automatización Seguridad
- 27. CISCO Unified Communications “UnifiedCommunications Solution” Management
- 28. Cisco Unified OperationsManager
- 29. CISCO Unified Communications “UnifiedCommunications Solution” Integración
- 30. Cartelería IP Mostrar información en forma dinámica Conectado a la red. Gestión centralizada. Mostrar información de: Eventos. Promociones. Restaurant. Publicidades. Mapas Sistema de emergencias. Y muchas funcionalidades..
- 31. Videoconferencia - Telepresencia Solucionesde Video Conferencia IP o convencional Soporte para todos los servicios brindados por la telefonía (hold, transfer, directory, forward etc.) Tan simple de utilizar como el teléfono. Soporte de protocolo H.264 para comunicaciones de video de alta calidad con conexiones de ancho de banda limitado. Administración sencilla. Se setean extensiones desde Cisco Call Manager como un interno mas. Interoperatividad con protocolo H323 que asegura compatibilidad con otros equipos. -31-
- 32. IP Video &Alarm manager Grabadoras Camaras Sistemas de análisis de video Internet Streaming Server Domos 09/07/12 32
- 33. Logicalis – Cisco SociosTecnológicos
- 34. Logicalis – SocioTecnológico Mas de 20 años de trayectoria 9° año consecutivo certificado como Gold Certified Partner de Cisco Systems Más de 100 profesionales en IT certificados en diversas tecnologías ATP IPCC Enterprise 1er CCIE de VOIP en Latam Más de 5.500 Ingenieros capacitados (En nuestros trainning Centers) El partner de Cisco más premiado en el 2005
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- 36. Cisco: The WorldwideLeader More and more customers 50,000+ Cisco Unified Communications customers worldwide 250+ customers deploying more than 5,000 IP phones, including 30+ customers deploying more than 25,000 IP phones More than 70% of the Fortune 500® are using Cisco Unified Communications More true IP endpoints shipped 15 M+ Cisco Unified IP phones 10 M+ Cisco Unity seats (Messaging) 1.3 M+ Cisco Unified Contact Center agents 250 K+ Cisco Unified MeetingPlace licenses (Rich-media conferencing) More deployed & proven VoIP infrastructure 85 K+ Cisco Unified Communications Manager licenses 100 K+ Cisco Unified Communications Manager Express & UC500 licenses 40 M+ VoIP gateway ports 105 M+ Power over Ethernet ports
- 37. Que deberíamos recordar… No solo hablamos de comunicación telefónica Colaboración y movilidad al desktop Disponibilidad del servicio independientemente de la ubicación geográfica Lograr una comunicación más efectiva por el medio apropiado Natural Language Rich Media Modality, Presence, Context Virtualization Personalization
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Notas del editor
- #5 Como ya vimos en la FASE 1, se penso en reduccion de costos En la fase 2, ya se encontraron los beneficios adicionales como por ejemplo movilidad, call control centralizado, etc Se puede mencionar el ejemplo de Oracle, que fue el caso que presentamos el año pasado en el evento de P&C..en el cual centralizaron todo su call control en USA para toda Amarica…Las oficinas de Oracle tiene ahora SOLO telefonos y obviamente un router que automaticamente si se cae el enlace WAN, toma el control de los Telefonos hasta que la conexion con el Call Control remoto se restablezca.. En las etapas 1 y 2 se ha preparado la infraestructura de red para los niveles de convergencia que vienen, en los cuales se paunta a resolver los problemas de la sobrecarga de informacion que tenemos… Veamos que nos pasa actualmente…
- #6 CLEARING We also see that “Innovation has created complexity” … SAVE ME FROM THE FLOOD OF INFORMATION I HAVE TO DEAL WITH EVERY DAY OF MY LIFE! We all experience this to some extent – the multitude of devices and information overload. Psychologists have a term for this kind of information overload—they call it “cognitive dissonance” KEY MESSAGES 1. Issue appears differently based on whether you are a contact recipient vs. a contact initiator 2. Getting voicemail about email and text pages about voicemail people are trying to draw your attention to. Remember when we used to communicate via memos? Now there are so many “communication inputs,” we need to control the flow and prioritization to alleviate cognitive dissonance! 3. With the need for more rapid decision-making, communications has become the critical path process for most businesses TRANSITION But if you’re on the receiving end of this communication, do you really want to be any MORE accessible than you are already?
- #7 CLEARING Not me… What *I* really want is to have more control over my communications, and I don’t want to have to manage a suitcase full of devices in order get my job done. KEY MESSAGES We never know what channel to use for what purpose, every individual has his/her own preferences We leave a voicemail for someone who prefers e-mail. We leave an e-mail for someone who prefers her mobile phone We page someone who prefers that you IM them. We send a FAX to someone who never checks the FAX machine This has become increasingly complex as we do business everywhere possible around the world; i.e. taxi, airplane, customer site, home, office, Starbucks, etc … Cisco IP Communications aim to collapse the proliferation of communications gadgets clogging the pockets and purses of our mobile work force into a single seamless stream of information. As a user, I want a streamlined, intuitive communications experience, with a unified suite of communication applications that also helps me leverage the device-at-hand from where ever I am. TRANSITION The good news is, we’re not starting from scratch.
- #10 CLEARING : Our strategy is to create solutions that enable more effective communications that directly impact businesses’ top and bottom line. It is built on three key elements. First, building communications solutions that are effective, that help to eliminate some of the communications complexity by enabling people to reach the right resource the first time. We also are creating solutions that are collaborative….. And of course built on Open standards-based secure systems that are built into the intelligent information network With this strategy – we are: Repositioning (or entering into a new phase) our entire IPC portfolio: Address key new business imperatives Drive turnover of legacy systems Speak to a different audience BDM/VDM New Naming Solutions based offer Our goal is to be the undisputed leader in voice & collaborative applications Transition: But Why Cisco? Others are starting to talk about business transformation – why are we best able to deliver?
- #11 Cisco has a complete end-to-end portfolio that can be leveraged to reduce operating expenses and deliver strategic ROI. Our total systems approach combines the strengths of Cisco data networking infrastructure (including robust security) with call control to applications to endpoints. Our IP telephony architecture is designed from the very beginning to take advantage of tight functional integration with the underlying Cisco IP networking infrastructure. Call Control is at the heart of the Cisco IP Telephony system. Whether deploying a centralized call-processing model, a decentralized model, or a combination of both, Cisco IP Telephony solutions meet individual organizational needs. In a centralized deployment, Cisco Unified CallManager extends enterprise telephony features and capabilities to telephony network devices such as IP phones, voice over IP (VoIP) gateways, and multimedia applications throughout the network. On the Application front , Cisco offers a wide array of applications: Unified Communications clients (IP Communicator, Video Advantage, or Unified Personal Communicator); messaging (unified messaging and voice mail), rich media conferencing (audio, Web collaboration, and videoconferencing); mobility solutions (Mobile Connect, Extension Mobility): presence (IP Phone Messenger) as well as 3 rd party applications that via XML deliver business data directly to the phone’s display or technology partner applications that are part of the SolutionsPlus Program. Endpoints are user instruments – either a desk phone or wireless phone or video phone . Our Cisco Unified IP phones have all the functions that a telephone provides, as well as additional features, such as the ability to access Websites, or productivity-enhancing applications. Only Cisco offers a complete portfolio of true IP phones. Infrastructure: Cisco is committed to providing fully integrated systems with products and solutions that are resilient and adaptable. One of the most compelling advantages of a solution based entirely on Cisco equipment is that customers gain the benefit of an IP telephony architecture designed from the start to take advantage of tight functional integration with the underlying Cisco IP networking infrastructure-primarily switches and routers. Our fully integrated system allows an organization to maximize its total value of network ownership, adapt more readily to current and future business needs, and be more responsive.
- #13 Clearing: Increased security, choice of operating system and an easy to deploy appliance model are some of the advantages of Cisco Unified CallManager CallManager is a server based call processing component of Unified Communications system. Enterprise IP telephony call-processing solution that is scalable, distributable, and highly available. Provides a choice of operating system, either a Windows-based server (release 4.x) or the appliance model (release 5.0). Redhat is the Linux system for CM 5.0 Open and extensible – supports many different protocols, which provides customers with choices and allows Technology Developers to develop IP Telephony applications, including XML type apps Flexible management – CLI for installation and monitoring and administration GUI for provisioning Network Mmgt is provided with Cisco Operations Manager and Service Monitor or via Cisco Technology Developers’ applications, which use SNMP Multiple Cisco Unified CallManager servers are clustered and managed as a single entity on an IP network, a distinctive capability in the industry that yields scalability of 1 to 30,000 IP phones per cluster, load balancing, and call-processing service redundancy. Interlinking multiple clusters allows system capacity to reach 1 million users in a system of more than 100 sites.
- #14 Clearing: Increased security, VT Advantage, and remote operation are just a few of the things to look forward to in CME 4.0 ROS – Remote Operation Services. Security – does not include SRTP which will come later. This is device authentication only. Cisco Unified Video Advantage (formerly named Cisco VT Advantage) – Full VT Advantage feature set. Also SRST support for VT Advantage. Retail customers don’t like to use soft keys, so added feature access code support CME/SRST combo – Auto registration in CME. CME for SRST. More features, but more complex configuration. Deployment models: 1) Would want this to retain Unity at SRST site. 2) Additional features Expected availability: June 2006 Transition: Rounding out our SMB software updates, check out what we have in SRST.
- #18 CLEARING: From the telephony focused IP communicator to the Unified Personal Communicator with the unified interface. Cisco IP Communicator – For organizations of all sizes, IP Communicator gives computers the functionality of IP Phones. Cisco VT Advantage - For organizations of all sizes; multi-site and geographically dispersed, Cisco VT Advantage brings video telephony functionality to Cisco IP Phones and IP Communicator Cisco Unified Personal Communicator - For medium-sized organizations and enterprises evaluating unified communications solutions, Unified Personal Communicator seamlessly integrates presence, IM, voice, video, and Web conferencing into a unified, rich media client TRANSITION: Let me walk you through each of these in more detail
- #21 CLEARING: You can see three listed here with some key details. Cisco Unity Express: This is a new product that will be launched in CY06. Key system / Branch office Voicemail system Integrated with Cisco routers / gateways Cisco Unity Connection 2.1 Simple, single site Voice Mail Plus (no MS Exchange or AD) Speech enabled feature set PC access to VM through Cisco Unity Inbox and basic IMAP Targeted at small – medium businesses, grow over time…. Cisco Unity UM and VM deployment options Feature-rich client integrations Multi-site networking Legacy PBX and VM integrations TRANSITION: Although you may be familiar with Cisco Unity as a Premier, Enterprise-class Messaging Platform for Multi-site Deployments- it’s been updated
- #23 CLEARING: As you can see here, IP Video Conferencing and the new Cisco MeetingPlace Express are good for both commercial and enterprise companies. Cisco MeetingPlace is too, but on the higher end of the capability scale. The portfolio enables partners to add value by consulting on the right solution for customers. Cisco Unified Videoconferencing provides IP videoconferencing for geographically dispersed teams with videoconferencing end points. Cisco MeetingPlace Express: Integrated voice & web conferencing for mid-sized organizations Cisco MeetingPlace: Rich-media conferencing for Enterprises TRANSITION: By rich media we mean fully integrated voice, web & video conferencing
- #24 The UCC Enterprise Edition is made up of a group of Cisco IP Telephony and Contact Center products We are going to explore each of these.
- #29 The Operations Manager has 4 main areas Service Level Views : Showing a picture of the entire Unified Communications Solution including CallManager, Phones, Gateways, Routers and Switches etc. Provides a DashBoard view into the status of all components in the Unified Communication Solution Alerts and Events : Shows a view of the alerts and events in the Communications Solution. Provides easy troubleshooting next-steps. Service Quality : When Service Monitor is present – provides a view of the calls which have lower MOS scores then the thresholds. Note: Alerts and Events are focused on thigs which either happened in real time or failures from the background tests. Service Quality is a real-time indication of actual calls and their MOS scores. Cisco uses the combination of realtime MOS score monitoring together with the collection of realtime alerts and events from the components to give the IT staff the most efficient view of what is happening for their Unified Communications Solution. Many times these indications can be alerted to the IT staff before the end users notice issues. Phone Status – provides reports relating to the phones and their status. This key information can tell IT staff how many users and who is being affected by issues.
- #37 Cisco has been an IP innovator for more than 20 years now. Over the past 10 years, we’ve been delivering IP communications solutions that allow customers to extend productivity-enabling applications to their branches and small offices. In fact, it was back in 1995 that we entered the voice market with the first POTS-enabled router. From there, we built our expertise internally, chaired standards initiatives, issued more than 200 voice patents, and made a number of significant acquisitions to drive the industry forward. The result? More than 25,000 customers are now using our IP Communications solution. We’ve shipped more than 5 million IP phones, more than 3.6 million voicemail and messaging seats, more than 19 million gateway ports and so on…