cisco avvid ip telephony phần 5 pps

DSPs Explained • Chapter 6 183 NM-HDV 12.1(3)T 12.0(5)XK, 12.0(5)XK, 12.0(5)XK, 12.0(7)T, 12.0(7)T, 12.0(7)T, 12.1, 12.1T 12.1, 12.1T 12.1, 12.1T PVDM-12 12.1(3)T 12.0(5)XK, 12.0(5)XK, 12.0(5)XK, 12.0(7)T, 12.0(7)T, 12.0(7)T, 12.1, 12.1T 12.1, 12.1T 12.1, 12.1T The NM-HDV DSPs are utilized for incoming PSTN calls being converted into G.711 or G.729 VoIP calls.These are the calls coming in from the T1 or E1 circuit on the NM-HDV module.The DSPs on the NM-HDV can support up to four voice calls per DSP. Sample Design Scenarios We will discuss two design scenarios and the requirements they are trying to meet.The first scenario is a medium sized branch office with no legacy PBX equipment.The second scenario is a large enterprise campus infrastructure with a legacy PBX and CallManager.The following examples should give you a better understanding of what type of solution may be applicable to your environment. These solutions are geared towards implementing a hardware-based DSP solu- tion. If you are in a small environment, using the features and capabilities of your CallManager may work for your situation. Branch Office If you are in a central branch office and your needs are to have an integrated and simplified solution, the Catalyst 4000 switch with the AGM is an excellent choice. The Catalyst 4000 is a recommended solution for a branch office with connections to the PSTN and possibly an IP WAN circuit to another office. For example, a branch office that has 175 employees with 140 IP phones and PCs in turn requires the ability to perform multiparticipant conferencing and transcoding.The transcoding is a requirement because they have some users running Microsoft NetMeeting with G.723 CODEC performing audio conferencing with IP phones. The Catalyst 4006 with a CallManager can provide all the needs for this branch office environment.The AGM running in IP telephony gateway mode will provide the DSP resources to allow conferencing and transcoding. Figure 6.4 illustrates how the Catalyst 4000 is the backbone of the IP telephony solution supplying PSTN, www.syngress.com Table 6.5 Continued IOS Support VG200 2600 3620, 3640 3660 109_AVVID_DI_06 10/9/01 2:51 PM Page 183 184 Chapter 6 • DSPs Explained WAN, LAN connectivity, and DSP farm resources in this single box solution. 24 conference participants and 16 transcoding sessions can be supported per AGM module.When planning and designing your AVVID network, which includes cal- culating your DSP resources, you need to put adequate effort in the analysis of how the telephony network will be utilized and where the need for transcoding lies. Accurate estimates of the number of conferencing sessions need to be performed. If undersized, you will not be providing the level of service necessary to have satisfied users. If oversized, you may not be spending your investment dollars wisely.This environment is conducive to the Catalyst 4000 AGM, since conferencing should be completed with all participants running a G.711 CODEC and not requiring any transcoding, which will use more DSP resources. Enterprise Campus If your environment is a larger campus infrastructure with hundreds to thousands of users, the Catalyst 6000 is geared toward this size network.The Catalyst 6000 Series can scale to hundreds of users per switch and provides the level of DSP resources required for this size of deployment.The Catalyst 6000 is the backbone of the IP telephony network, and supports the Cisco IP phones for power and LAN connectivity.The Catalyst 6000 with the 8-port T1/E1 Voice and Services module can support 256 conference participants. Depending on your company’s www.syngress.com Figure 6.4 Branch Office IP WAN PSTN IP IP CallManager DSP IP NetMeeting G.723 Transcoding Conferencing 109_AVVID_DI_06 10/9/01 2:51 PM Page 184 DSPs Explained • Chapter 6 185 call traffic patterns, a single T1/E1 module could satisfy your needs. It communi- cates with the Cisco CallManager to allocate DSP resources for conference bridges and transcoding. Figure 6.5 illustrates a large campus infrastructure with a CallManager cluster and multiple Catalyst 6000 switches with T1/E1 modules acting as a DSP resource farm, in addition to providing PSTN and IP WAN con- nectivity.The Catalyst 6000 has the scalability and performance to satisfy the larger environment. In this CallManager cluster network, the DSP resources can be provisioned and shared between the servers. www.syngress.com Figure 6.5 Enterprise Campus IP WAN PSTN IP CallManager Cluster PBX IP IP 109_AVVID_DI_06 10/9/01 2:51 PM Page 185 186 Chapter 6 • DSPs Explained Summary As explained in this chapter, the more complex and integrated your AVVID net- work becomes, the more important your DSP provisioning decisions become, and we feel an integral part of the planning process. Knowing ahead of time what you expect your network capabilities to be for conferencing, transcoding, and support will lend itself directly to the direction your DSP needs are sure to follow.These decisions should largely be based on the size and scope of the deployment. For smaller-sized companies, you may wish to consider a software- based solution such as Cisco’s CallManager on a Windows server. Medium-sized deployments could be handled with a Cisco Catalyst 4000 switch, while the large enterprise would obviously best be served by a Cisco Catalyst 6000 with the 8-port T1 Voice and Service module. Clearly, whatever the size and scope of the deployment, making a few key DSP Provisioning decisions in the planning or early stage design of the network will save many headaches and sleepless nights as the project grows. Solutions Fast Track DSP Provisioning ; The Cisco DSP module is a Texas Instruments model C542 and C549 72-pin SIMM.These DSPs work with two levels of CODEC complexity: medium and high. ; The medium-complexity CODECs that work with the Cisco DSP are G.711 (a-law and µ-law), G.726, G.729a, G.729ab, and Fax-relay.The high-complexity CODECs include the G.728, G.723, G.729, G.729b, and Fax-relay. ; The DSP resources are used for conference bridging and transcoding. Conferencing and Transcoding ; Conferencing is the process of joining multiple callers into a single multiway call.The two types of multiparticipant voice calls supported by the Cisco CallManager are ad-hoc and meet-me. www.syngress.com 109_AVVID_DI_06 10/9/01 2:51 PM Page 186 DSPs Explained • Chapter 6 187 ; DSP resources are used in the conference bridge scenario to convert VoIP calls into TDM streams and sum them into a single call. ; Transcoding is the process of converting IP packets of voice streams between a low bit-rate (LBR) CODEC to G.711.Transcoding functions can be done by converting G.723 and G.729 CODECs to G.711. ; Conferencing and transcoding is performed either by hardware or software.The software version is performed on a Cisco CallManager server, while the hardware solutions are the Catalyst 4000 AGM module, Catalyst 6000 8-port T1/E1Voice and Services module, and NM-HDV module. Catalyst 4000 Modules ; The Catalyst 4000 Access Gateway Module (AGM) provides voice network services to the Catalyst 4000 switch,VoIP IP WAN routing, and an IP telephony mode for use with a voice gateway.The Catalyst 4000 AGM supports voice interface cards (VICs) and WAN interface cards (WICs) from the 1600/1700/2600/3600 Series routers. Catalyst 6000 Modules ; The Catalyst 6000 switch module features an 8-port Voice T1/E1 and Services module,WS-X6608-E1 or WS-X6608-T1. ; The Voice T1/E1 module supports T1/E1 CCS signaling, ISDN PRI network, and user-side signaling. Similar to the AGM module for the Catalyst 4000, the Voice T1/E1 can be provisioned for conferencing and transcoding.The Voice T1/E1 can do mixed CODEC conferencing, whereas the AGM only does G.711 conferencing with individual DSP resources. NM-HDV Modules ; The biggest benefit of this module is PBX leased line replacement and toll bypass, meaning that a company’s long distance expenses can all but be eliminated. Platform support includes VG200, 2600, 3600, and Catalyst AGM E1 Models (medium complexity involving NM-HDV- 1E1-12, NM-HDV-1E1-30, and NM-HDV-2E1-60).With E1 Models www.syngress.com 109_AVVID_DI_06 10/9/01 2:51 PM Page 187 188 Chapter 6 • DSPs Explained (high complexity M-HDV-1E1-30E), or T1 Models, and medium complexity (NM-HDV-1T1-12, NM-HDV-1T1-24, and NM-HDV- 2T1-48) supported, it will also support T1 Models (high complexity NM-HDV-1T1-24E). Sample Design Scenarios ; When designing your DSP provisioning, you must take into account the number of users, the type of applications using different CODEC, and the overall IP telephony design to determine which solution best fits your needs, whether it’s using the CallManager itself or one of the Catalyst switches. ; The branch office environment is an excellent candidate for the Catalyst 4000 switch with an Access Gateway module (AGM).This solution can provide 10/100/1000 Ethernet switching with inline power for IP phones, PSTN connectivity, IP routing, and also serve as a DSP resource. The DSP resources provide conferencing and transcoding services for your user population. ; The enterprise campus has higher scalability requirements than the branch office.With this in mind, you should consider the Catalyst 6000 with the 8-port T1/E1 Voice and Service module as a good fit for the needs of this environment. www.syngress.com 109_AVVID_DI_06 10/9/01 2:51 PM Page 188 DSPs Explained • Chapter 6 189 Q: Without a Cat 4006 or 6500, where do I get DSP resources for conference calls? A: DSPs are usually hardware-based, generally on the Catalyst 4000 and 6000 Series switches.The conference bridge can be supported on a small scale on the CallManager itself, but that is not recommended since it can impact the performance of the CallManager. Q: How many calls can be made with a NM-HDV-2E1-60? A:The NM-HDV-2E1-60 with 15 DSPs and two E1 circuits can support 60 medium-complexity calls.This is based on the 15 DSPs each supporting four calls. Q: When do I need the DSP option for the Access Gateway Module? A:The DSP option is required when voice functionality is enabled.This includes any voice gateway functions or voice network services. Q: What feature set of IOS is required to use DSPs in the Catalyst 4000 AGM? A:The Cisco IOS IP/Firewall/DSP Plus feature set is required. www.syngress.com Frequently Asked Questions The following Frequently Asked Questions, answered by the authors of this book, are designed to both measure your understanding of the concepts presented in this chapter and to assist you with real-life implementation of these concepts. To have your questions about this chapter answered by the author, browse to www.syngress.com/solutions and click on the “Ask the Author” form. 109_AVVID_DI_06 10/9/01 2:51 PM Page 189 109_AVVID_DI_06 10/9/01 2:51 PM Page 190 AVVID Applications Solutions in this chapter: ■ Creating Customer Contact Solutions ■ Providing Voice Recording Options ■ Call Accounting, Billing, and Network Management Solutions ■ Designing Voice and Unified Messaging Solutions ■ Understanding Other Voice Applications ; Summary ; Solutions Fast Track ; Frequently Asked Questions Chapter 7 191 109_AVVID_DI_07 10/9/01 2:33 PM Page 191 192 Chapter 7 • AVVID Applications Introduction In this chapter, we hope to give you insight into some of the advantages of the provided applications by utilizing a converged solution, as well as present you with an understanding of some of the design considerations associated with each of the different applications, including Interactive Voice Response (IVR),Web Attendant,Administrative Reporting Tool (ART), and Voice Recording solutions. This range of applications is one of the major factors that differentiate an Internet Protocol (IP) Telephony solution from the traditional solutions of the past. Once you bought a traditional solution from a specific vendor, you were pretty much tied up in terms of who, what, and where you could buy any of your future applications.These decisions also tied down the number of supported applications for the specific platforms you would normally work with. Now there is a converged solution that is able to support many of the standards in place today, as well as providing you the capability to support future standards once rat- ified. Currently these solutions are more software-based than hardware-centric, allowing many different applications to be integrated by using standards-based interfaces. No longer are you tied to a single vendor to provide a solution; you now have the ability to choose which vendor provides you with the most suitable answer to your specific requirements, and who is able to offer you the best future scalability. Within the framework of AVVID, and more specifically, the Cisco CallManager, is the ability to provide application integration using either the Telephony Application Programming Interface (TAPI) and the Java Telephony Programming Interface (JTAPI), as well as several other supported standards-based solutions.There are several Cisco applications that can use these APIs, such as the Cisco IP SoftPhone (which uses TAPI) and the Cisco IP-IVR (which uses JTAPI).With these standards in place, many other vendors’ applications are able to integrate via these APIs. Some of these vendors may even use Cisco’s own Skinny Protocol for support and management of Cisco applications and products. One of the most notable of these applications was a company called Active Voice, which provided a Voice Mail/Unified Messaging Solution called Unity that uti- lized TAPI (as well as Skinny) to provide integration into Cisco CallManager. Unity was such a well-constructed and integrated application that Cisco has since acquired the solution and it is now marketed under the name Cisco Unity (we will be discussing Unity later in this chapter). Using such an open solution allows you to feel like you are more in control of your fate since it allows you to make www.syngress.com 109_AVVID_DI_07 10/9/01 2:33 PM Page 192 [...]... throughout this IP- IVR section.This www.syngress.com 109 _AVVID_ DI_07 10/9/01 2:33 PM Page 199 AVVID Applications • Chapter 7 is so we can better assess some of the capabilities of the Cisco IP- IVR and provide an understanding of how the Cisco IP- IVR fits into the IPCC The Cisco IP- IVR Solution can run on several different server platforms Currently, while co-resident with CallManager, the IP- IVR has the... Chapter 7 • AVVID Applications The IPCC solution, as just mentioned, is made up of a number of key components.These are: s Cisco CallManager software s Cisco IP- IVR software s Cisco Intelligent Contact Management software s Agent Desktop Presentation s IPCC Hardware requirements s Underlying Infrastructure requirements s Cisco E-mail Manager (Optional) s Cisco Web Collaboration Solution (Optional) s Cisco. .. 197 109 _AVVID_ DI_07 198 10/9/01 2:33 PM Page 198 Chapter 7 • AVVID Applications would be able to reconnect to another configured CallManager within a cluster Features such as that just described allow the CallManager to provide redundancy and resiliency throughout a Cisco AVVID Network Cisco IP- IVR The Cisco IP- IVR is, as the name implies, a Cisco Internet Protocol Interactive Voice Response (IP- IVR)... with customer queries? Cisco IPCC Cisco s vision for the IP contact center (IPCC) market includes the unification of voice and data to support how a customer wishes to contact a company anywhere, anytime, via any channel Cisco introduced the Cisco IPCC not as a product, but as a solution that combines several packages for ease of administration and control www.syngress.com 1 95 109 _AVVID_ DI_07 196 10/9/01... of Cisco Call Manager It can also be seamless integrated with Legacy PBX and PSTN.The Cisco Conference Connection is a meet-me conferencing solution, which can essentially schedule a conference where multiple parties dial a specific number at a specific time and, using a Cisco IP phone, conference other members in Cisco IP phone productivity services allows any user utilizing a Cisco 7940 and Cisco IP. .. Suppose there are 250 employees in Company XYZ, who make and receive, on average, around 15 calls per person per day.To define how long ART would last, you would have to perform a calculation as follows: www.syngress.com 109 _AVVID_ DI_07 10/9/01 2:33 PM Page 211 AVVID Applications • Chapter 7 250 (employees) x 15 (calls per day) = 3 750 2000000 (max CDRs supported by ART) / 3 750 (CDRs per day) = 53 0 In the preceding... solutions (Examples of solutions that integrate with Cisco CallManager can be found on the Cisco Web site.) www.syngress.com 211 109 _AVVID_ DI_07 212 10/9/01 2:33 PM Page 212 Chapter 7 • AVVID Applications In keeping with Cisco s strive to make their IP telephony and application solutions as open and standards-based as possible, members of the Cisco AVVID Partner Program provide Unified Messaging Solutions... ICM as well as the Cisco CallManager, which in an IPCC are critical Figure 7.1 illustrates the administration of applications for the Cisco CallManager Figure 7.1 Application Administration for Cisco CallManager Cisco Intelligent Contact Management The Cisco Intelligent Contact Management (ICM) software is probably one of the most important pieces of the Cisco IPCC Purchased by Cisco, Geotel (as it... the solution, it was only a matter of time before Cisco developed an interface into the Cisco CallManager.This interface now provides multiple legacy ACD support as well as gaining from the benefits of integrating with the Cisco CallManager IP- based solution.Via the Cisco CallManager, it allows you to provide customers with a smooth migration path to IP telephony while protecting the existing ACD investments,... decisions on where a call should be sent.Within these scripts it is possible for us to define different groupings of agents based on criteria such as the dialed number or the digits entered on an IVR.These scripts understand that if, for example, the number 55 5-1212 is dialed, it will take you through to XYZ Corporation’s Sales Department, but if 55 5-9191 is dialed, it will pass the call through to the . between the servers. www.syngress.com Figure 6 .5 Enterprise Campus IP WAN PSTN IP CallManager Cluster PBX IP IP 109 _AVVID_ DI_06 10/9/01 2 :51 PM Page 1 85 186 Chapter 6 • DSPs Explained Summary As. redundancy and resiliency throughout a Cisco AVVID Network. Cisco IP- IVR The Cisco IP- IVR is, as the name implies, a Cisco Internet Protocol Interactive Voice Response (IP- IVR) unit.This provides companies. con- figured in multiple places. AVVID Applications • Chapter 7 193 109 _AVVID_ DI_07 10/9/01 2:33 PM Page 193 194 Chapter 7 • AVVID Applications Using Cisco AVVID, it is possible to use IP as an enabler