Cisco IP Telephony: Planning, Design, Implementation, Operation, and Optimization By Ramesh Kaza, Salman Asadullah Publisher : Cisco Press Pub Date : February 23, 2005 ISBN : 1-58705-157-5 Pages : 672 The comprehensive guide to planning and implementing your Cisco IP Telephony system, as shown by the experts Understand how to work through the different implementation phases of a Cisco IP telephony solution Plan your implementation with tools and guides from the most seasoned experts in the industry Table of • Contents • Index Avoid pitfalls in the process with best-practice suggestions and other tips derived from years of actual implementation experience Cisco IP Telephony: Planning, Design, Implementation, and Operation of the IP Telephony Network, is a guide for network engineers as they go through the deployment of a Cisco IP telephony (IPT) solution Although an IPT system brings several benefits to an organization, understanding all the components of that system is necessary for a successful implementation Engineers tasked with implementation must also keep in mind that the architecture they are installing must be scalable in the future The authors of this book, Ramesh Kaza and Salman Asadullah, have taken an approach to address the questions that come to these engineers while planning, designing, implementing, and operating the Cisco IPT solutions The deployment process has been divided into four phases: Planning, Design, Implementation, and Operation (PDIO) Each phase provides specific details about the tasks involved and best practices for successful implementation of the IPT solution This book also contains pre-designed questionnaires and assistance tools that will help engineers determine the requirements of each phase of the PDIO cycle This book is written by experts from Cisco with extensive experience in implementing these solutions Readers are provided step-by-step explanations, specific details, and best practices acquired by the authors while working with the top Cisco IPT customers Cisco IP Telephony: Planning, Design, Implementation, Operation, and Optimization By Ramesh Kaza, Salman Asadullah Publisher : Cisco Press Pub Date : February 23, 2005 Table of • ISBN : 1-58705-157-5 Contents Pages : 672 • Index Copyright About the Authors About the Technical Reviewers Acknowledgments This Book Is Safari Enabled Foreword Introduction Goals and Methods Target CallManager Release How This Book Is Organized How to Read This Book Part I: Overview of Technology, Protocols, and the PDIOO Methodology Chapter 1 Cisco IP Telephony Solution Overview Legacy Voice and Data Networks Next-Generation Multiservice Networks Networks Based on Cisco AVVID Signaling and Transport Protocols IP Telephony Components IP Telephony Deployment Architectures Call-Flow Scenarios Summary Chapter 2 Planning, Design, Implementation, Operation, and Optimization Overview Planning Phase Design Phase Implementation Phase Operation and Optimization Phase Summary Part II: Large-Scale IPT and Voice-Mail Network Chapter 3 Large-Scale Enterprise Requirements for IP Telephony Customer Profile Customer Requirements Summary Chapter 4 Planning Phase Getting Started Network Infrastructure Analysis Telecom Infrastructure Analysis Summary Chapter 5 Design Phase: Network Infrastructure Design Call-Processing Architecture IP Phone Selection Network Infrastructure Design Tasks Summary Chapter 6 Design of Call-Processing Infrastructure and Applications High-Level IPT Design Low-Level Design Fax and Modem Securing the IPT Infrastructure Summary Chapter 7 Voice-Mail System Design Defining the Voice-Mail System Architecture Designing a Cisco Unity System Installing Cisco Unity Integrating Voice Mail Networking Octel and Unity Customizing the Cisco Unity System Multiple Directory Handlers Improving the User Experience During Migration Summary Chapter 8 Implementation Complete Preimplementation Tasks Perform Implementation Readiness Analysis Implement IPT Components Identify the Implementation Tools Deploy IPT Solution Pilot Implementation Acceptance Tests Post-Implementation Documentation Day 2 Support Training Summary Chapter 9 Operations and Optimization Software Upgrades Hardware Upgrades CallManager Operation and Monitoring Tools Optimization Tips Day 2 Monitoring and Management Tasks IPT Network Management Tools Summary Part III: Appendixes Appendix A Cisco IP Phone Models and Selection Criteria Appendix B IPT Planning Phase: Network Infrastructure Analysis Questionnaire Customer Business and Technical Expectations Network Design Network Services Cabling and Network Links Hardware Scalability Software Power Protection and Environmental Condition Security Appendix C IPT Planning Phase: Telecom Infrastructure Analysis Questionnaire PBX Infrastructure Analog Device Information (Fax/Modem) Trunk Sizing Telephony Numbering Plan Voice-Mail Infrastructure Telephony Features and Applications Applications Security Operations and Maintenance Appendix D IPT Design Phase: IP Phone Selection Questionnaire User Requirements for Phone Features Appendix E IPT Design Phase: IPT Requirement Analysis Questionnaire IP Telephony Deployment Model Codec Selection Legacy Voice-Mail Integration Requirements Legacy PBX Integration Requirements Sizing the CallManager Cluster Branch Office IPT Requirements Class of Restriction Requirements Call-Routing and Dial Plan Requirements Sizing the PSTN/Gateway Trunks Power Requirements (Per Site/Per Switch Specific) Call Admission Control Considerations Corporate Directory Requirements Conferencing, Transcoding, and MTP Requirements for Central Sites Music on Hold Requirements Appendix F Ordering T1/E1 PRI from the Carrier Questionnaire Appendix G Voice-Mail Design Questionnaire Voice-Mail Requirements Messaging and Directory Architecture Infrastructure Requirements for Unity Deployment Sizing the Unity Server Unity Integration with PBX/CallManager Unity Networking with Other Voice-Mail Systems Appendix H IPT Implementation Checklist Preimplementation Tasks Implementation Readiness Analysis Configuration Checklist for Installation of CallManager and Other Application Servers Acceptance Tests Index Copyright Copyright© 2005 Cisco Systems, Inc Published by: Cisco Press 800 East 96th Street Indianapolis, IN 46240 USA All rights reserved No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review Printed in the United States of America 1 2 3 4 5 6 7 8 9 0 First Printing: February 2005 Library of Congress Cataloging-in-Publication Number: 2003108110 Warning and Disclaimer This book is designed to provide information about Cisco IP Telephony Every effort has been made to make this book as complete and as accurate as possible, but no warranty or fitness is implied The information is provided on an "as is" basis The authors, Cisco Press, and Cisco Systems, Inc shall have neither liability nor responsibility to any person or entity with respect to any loss or damages arising from the information contained in this book or from the use of the discs or programs that may accompany it The opinions expressed in this book belong to the authors and are not necessarily those of Cisco Systems, Inc Trademark Acknowledgments All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized Cisco Press or Cisco Systems, Inc cannot attest to the accuracy of this information Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark Feedback Information At Cisco Press, our goal is to create in-depth technical books of the highest quality and value Each book is crafted with care and precision, undergoing rigorous development that involves the unique expertise of members from the professional technical community Readers' feedback is a natural continuation of this process If you have any comments regarding how we could improve the quality of this book, or otherwise alter it to better suit your needs, you can contact us through e-mail at feedback@ciscopress.com Please make sure to include the book title and ISBN in your message We greatly appreciate your assistance Corporate and Government Sales Cisco Press offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales For more information, please contact: U.S Corporate and Government Sales 1-800-382-3419 corpsales@pearsontechgroup.com For sales outside the U.S., please contact: International Sales international@pearsoned.com Publisher John Wait Editor-in-Chief John Kane Cisco Representative Anthony Wolfenden Cisco Press Program Manager Jeff Brady Production Manager Patrick Kanouse Development Editor Jennifer Foster Project Editor Marc Fowler Copy Editor Bill McManus Technical Editors Niels Brunsgaard Mark Gallo Abderrahmane Mounir Gert Vanderstraeten Team Coordinator Tammi Barnett Book and Cover Designer Louisa Adair Compositor Mark Shirar Indexer Tim Wright Corporate Headquarters Cisco Systems, Inc 170 West Tasman Drive San Jose, CA 95134-1706 USA www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 European Headquarters Cisco Systems International BV Haarlerbergpark Haarlerbergweg 13-19 1101 CH Amsterdam The Netherlands www-europe.cisco.com Tel: 31 0 20 357 1000 Fax: 31 0 20 357 1100 Americas Headquarters Cisco Systems, Inc 170 West Tasman Drive San Jose, CA 95134-1706 USA www.cisco.com message store servers MoH configuration security 2nd Unity backup 2nd high availability placement of security upgrading service parameters, tuning services implementation maps TFTP design session mod_num command sessions sizing TTS Set port qos 3/1-48 trust trust-cos command Set port qos 3/1-48 trust-ext untrusted command Settings page (Unity) shared line deployment show configuration command show interfaces interface-name x/y capabilities command show isdn status command show mgcp command show module command show port qos mod/port command signaling packets types PBX PSTN voice gateways signaling protocols analog signaling digital signaling CAS CSS Simple Mail Transfer Protocol (SMTP) Simplified Message Desk Interface (SMDI) single-site deployment architecture SIP 2nd site readiness checklist site surveys, conducting sizing call centers CallManager CRS gateways selection of gateways trunks IVR ports message stores number of agents ports sessions Skinny Client Control Protocol (SCCP) 2nd SMCI (Simplified Message Desk Interface) SMDI integration SMTP (Simple Mail Transfer Protocol) SNA (Systems Network Architecture) Software Version page (Unity) software [See also applications] applications CallManager OSs third-party applications upgrading Windows OS Solution Reference Network Design (SRND) sources, audio configuration Spanning Tree Protocol (STP) spoken names, exporting SQL, version checking SRND (Solution Reference Network Design) SRST (Survivable Remote Site Telephony) 2nd 3rd SSH (Secure Shell) Standard Greetings page (Unity) STP (Spanning Tree Protocol) Subscriber Creation page (Unity) Subscriber Template page (Unity) subscribers (Unity) Subscribers page (Unity) subscriptions, IP Phone services Super User Groups support day 2 escalation procedures Survivable Remote Site Telephony [See SRST] switches access layer Catalyst 6500 Catalyst 3550 core layer Catalyst 6500 gateways Sydney conferencing faxes/modems transcoding 2nd Synchronize button (Unity) System Access option (Unity) System Administration (SA) system management [See also management] System Settings (Unity Bridge) Systems Network Architecture (SNA) Index [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O] [P] [Q] [R] [S] [T] [U] [V] [W] T1/E1 ports CMM implementation configuration MAC addresses registration verification Tail-End Hop-Off (TEHO) TAPS (Tool for Auto-Registered Phones Support) tasks design central site LANs central site QoS central site WAN QoS DHCP IP addressing/VLAN schemes network infrastructure remote-site IPT infrastructure remote-site LAN QoS remote-site WAN QoS TFTP pre-implementation TCP/IP TEHO (Tail-End Hop-Off) 2nd telco networks signaling protocols analog signaling CAS CSS digital signaling telecom infrastructure assessing disaster recovery emergency services redundancy voice mail Telecom Infrastructure Analysis Questionnaire analog device information applications security operations and maintenance PBX infrastructure telephone numbering plan telephony features and applications trunk sizing voice-mail infrastructure Telephone User Interface (TUI) testing, acceptance test implementation text-to-speech (TTS) sessions TFTP design 2nd third-party software applications 2nd time synchronization Tool for Auto-Registered Phones Support (TAPS) tools BAT DBL Helper DNA implementation installation MLA Ports Usage Analyzer Tool RTMT ToS (Type of Service) trace files (CallManager) traffic classification 2nd shaping sharing voice-control training transcoding 2nd devices MoH San Jose Sydney Transfer page settings (Unity) transformations calling party digit (CallManager) troubleshooting gateways IP Phone services trunks gatekeepers gateways intercluster PBX hardware PSTB calculations PSTN hardware trust boundaries, defining TTS (text-to-speech) sessions TUI (Telephone User Interface) tuning service parameters Type of Service (ToS) types, signaling Index [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O] [P] [Q] [R] [S] [T] [U] [V] [W] UAs (user agents) Unified Messaging environments Unity alternate extensions Bridge applications/hardware configuration deployment architecture with Bridgeheads call management CallManager integration Cisco Unity Inbox CUE customization 2nd deployment design CALs data protection hardware installation message stores ports schema extension software licenses IVC migration multiple directory handlers network management Networking feature Octel ports SA servers access 2nd backup high availability placement of security spoken names system management Unity Nodes (Unity Bridge) Unity Tools Depot unknown callers (Unity) upgrading BIOS existing software application software CallManager software OSs Windows OS firmware hardware server hardware user groups (MLA) Index [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O] [P] [Q] [R] [S] [T] [U] [V] [W] values Erlang-B Layer 2 traffic classification verification connection status gateway registration registration VERITAS NetBackup software [See also backup] versions CallManager clusters SQL View Mail for Outlook (VMO) VLAN (virtual LAN) 2nd VMO (View Mail for Outlook) voice bandwidth calculations compression gateways 2nd implementation security IVR readiness analysis (implementation) 2nd Voice Profile for Internet Messaging (VPIM) voice-control traffic, placement of voice-mail design questionnaire voice-mail system design access 2nd AD/Exchange 2000/2003 architecture backup call management customization high availability integration IVC (Unity) Networking feature (Unity) networks (Octel and Unity) Octel (with CallManager) Unity (with CallManager) Unity Bridge configuration migration multiple directory handlers network management placement of Unity servers security system management Unity deployment Unity systems CALs data protection hardware installation message stores ports schema extension software licenses voice-messaging architecture VoIP H.323 MGCP RTP/RTCP SCCP SIP VPIM (Voice Profile for Internet Messaging) Index [A] [B] [C] [D] [E] [F] [G] [H] [I] [L] [M] [N] [O] [P] [Q] [R] [S] [T] [U] [V] [W] waiting periods WANs (wide area networks) assessing central site QoS design interfaces QoS queuing remote-site QoS design traffic shaping Weighted Round Robin (WRR) wildcards (CallManager) wireless IP Phone infrastructure WRR (Weighted Round Robin) ...authors while working with the top Cisco IPT customers Cisco IP Telephony: Planning, Design, Implementation, Operation, and Optimization By Ramesh Kaza, Salman Asadullah Publisher : Cisco Press ... why the PDIOO methodology is critical for successful IPT network implementation Part I includes the following: Chapter 1, "Cisco IP Telephony Solution Overview" Chapter 2, "Planning, Design, Implementation, Operation, and Optimization Overview"... Chapter 2 Planning, Design, Implementation, Operation, and Optimization Overview Chapter 1 Cisco IP Telephony Solution Overview This chapter provides a high-level overview of legacy networks and the Cisco Architecture for Voice, Video and Integrated Data