Migrating to Unified Communications with Cisco Unity Messaging

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Agenda • Migrating to Unified Communications • Beginning Migration with Messaging Applications • Consolidating Branch Offices with legacy PBX Integration • Integration with legacy voice mail systems • Unified/Integrated Messaging – Applications and Architectures • Summary and Q&A © 2005 Cisco Systems, Inc. All rights reserved. 2

Evolution, NOT Revolution Voice Video Data In response to current business forces, businesses are already naturally taking an “evolutionary” approach to advancing their business. They are looking to continuously and incrementally improve their business. Source: Cisco Focus Groups, April 2005 © 2005 Cisco Systems, Inc. All rights reserved. 4

Challenge: Competing Objectives for CIO’s • Provide new services and devices to drive growth • Reduce complexity and consolidate services • Evolve business architectures – proactively • Control costs, protect investments, improve efficiency • Integrate more applications • Increase security, meet or improve SLAs • Convenience of “one throat to choke” • Multi-vendor solutions, open standards increase flexibility Evolve Faster!? ? © 2005 Cisco Systems, Inc. All rights reserved. 5

Other Market and Product Factors • Product lifecycles are forcing technology decisions Avaya Octel and Nortel Meridian Mail End-of-Life notices have opened the door for alternative solutions. Large volume of equipment purchased prior to Y 2 K is reaching end of useful life. • Service provider consolidation and new IP offerings are changing services structures and delivery models – Mergers - Lucent/Alcatel, AT&T/SBC/Bell. South, Verizon/MCI – Linksys. One, Vonage, Skype, Microsoft © 2005 Cisco Systems, Inc. All rights reserved. 6

Challenge: Meeting the Demand to Stay Connected Innovation Has Created Complexity 5 Voicemails! Meetings All Day “Have a Minute? ” u there? 20 E-Mails! Information Overload • Too many devices • Anywhere/anytime © 2005 Cisco Systems, Inc. All rights reserved. 15 Attachments!! Technology Limits • Disparate solutions • Disparate access 7

What Businesses Really Want: A More Effective Way Information Control • Where I am • When I want © 2005 Cisco Systems, Inc. All rights reserved. Technology Solutions • Devices that work together • Simple access to services 8

Connecting Users With IP Applications Eliminating Human Middleware Traditional Phone Dual Mode Phone IP Phone with Browser Mobile Data with Voice Soft phone Effectively connecting devices… 3 rd Party Clients / Services Presence/ SIP Network SIP SIMPLE Cisco Unified Presence Server Cisco Clients …to intelligent services in the network… Partner Apps © 2005 Cisco Systems, Inc. All rights reserved. Cisco Unity Connection Unified IPCC Unified Meeting. Place Express Cisco Unified Call. Manager 9

Connecting Users With ALL Applications Migration to IP and Unified Communications Regional Office Headquarters Legacy ACD Legacy VM PBX’s Legacy Phones Legacy PBX Traditional Phone PSTN 3 rd Party Clients / Services Mobile Soft phone Data with Voice Presen ce/ SIP Networ k SIP SIMPLE Cisco Clients Cisco Unified Presence Server …to intelligent services in the network… VPN Access Legacy PBX/KTS © 2005 Cisco Systems, Inc. All rights reserved. IP Phone Mobile with Phone with Browser Effectively connecting devices… Internet Telecommuter Dual Mode Phone Partner Cisco Apps Unity Conne ction Cisco Unified Meeting. Place Call. Mana Express IPCC ger Express Cisco Unified Call. Mana ger Branch Office 10

Evolving Business Applications - Faster • Opportunities to migrate to IPC Phase One exist throughout an organization: EXAMPLE Greenfield IP Telephony –Large Site IP Telephony –Remote Site IP Telephony Ph Remote Site IP Telephony as e T Video Conferencing wo Voice. Mail/ Unified Comm. hr T Mobile IP Telephony se –Audio Conferencing Ph a –Voice Mail/Unified Communications ee –Contact Center –Video Conferencing –Mobile Telephony • Where to begin is unique for each deployment, and depends on business and technology factors • Goal – align business and communications architectures © 2005 Cisco Systems, Inc. All rights reserved. Large Site IP Telephony Contact Center Audio Conferencing “Should I evolve architecture or applications first? ” YES! 11

Which Productivity Application First? Realized Productivity Benefits Conferencing and Collaboration Unified Messaging Soft. Phones Enterprise IM Unified Clients Examples • 30% reduction in of Benefits conferencing expenses Realized (from in-house by Users • 43 minutes • $1, 727 saved • 53 minutes • 32 minutes saved per monthly from saved daily employee per cell phone and by escalating by reaching day from long distance IM chats into workers on conferencing) more efficient avoidance phone calls first try message • $1, 700 saved • 40 minutes • 51 minutes management monthly on travel saved daily by saved daily avoidance • 55 minutes traveling by escalating saved per day employees IM chats into • 30 minutes saved for traveling (convenience) web per virtual employees conference set up • 3. 5 days saved through per year Outlook/Notes through integration business continuity impact © 2005 Cisco Systems, Inc. All rights reserved. 12

Cisco Unified Messaging Solutions Cisco Unity - unified messaging and intelligent voice mail for enterprise and mid-market customers Cisco Unity Connection – voicemail or integrated messaging with options for speech recognition and call routing rules with an easy-to-manage system for mid-market customers Cisco Unity Express - cost-effective integrated voice messaging and auto attendant for small and medium branch office environments Product Users Messaging Type Platform TDM PBX Integration Legacy VM Integration Networking Cisco Unity Express Less than 250 Voice Mail Router Based No No Yes Cisco Unity Connection Up to 1500 Voice Mail Server Based Yes No No Server Based Yes Yes Integrated Messaging Cisco Unity 7, 500 per server Voice Mail Integrated Messaging Unified Messaging © 2005 Cisco Systems, Inc. All rights reserved. 14

Cisco Unity and Unity Connection A Powerful Migration Tool Dual Switch Integration • Allows for seamless deployment and migration of users from one system to another at the customer’s pace • Protects existing TDM PBX investment during transition to IP TDM PBX SMDI Link IP SCCP SIP (Skinny) T-1 line 3600 Router IP Phones Call. Manager © 2005 Cisco Systems, Inc. All rights reserved. Exchange or Notes message store Analog Lines Legacy Phone PSTN Cisco Unity Server Workstation with Outlook, Notes or IMAP Unity now connects to CCM via SIP or SCCP (SCCP for mixed clusters) New 15

Cisco Unity PBX IP Media Gateway (PIMG) Cisco® Unity Server Legacy PBX Microsoft Exchange message store PIMG • An 8 port, stackable integration device designed to offer a high quality connection between Cisco Unity or Cisco Unity Connection servers and your existing legacy Private Branch Exchange (PBX) switch • Emulates a digital phone (station) on the PBX side and connects to the Cisco Unity server on an IP connection using the Session Initiation Protocol (SIP) • Up to 9 PIMG's can be stacked and connected to a single legacy PBX to provide up to 72 simultaneous voice sessions to the Cisco messaging server. © 2005 Cisco Systems, Inc. All rights reserved. 16

PBX Interoperability enhancements PIMG Branch Office Consolidation Support New Cisco PIMG will allow multiple PBX integrations into a centralized Unity VM or UM solution • Up to 9 PBX locations* PIMG • Mixed PBX vendors Data Network • Multiple integration support – SCCP/SIP/TDM PIMG Unity (Data Center) PIMG © 2005 Cisco Systems, Inc. All rights reserved. 17

Supported Legacy PBX Integrations Legacy PBX Integration Cisco Call. Manager IP Cisco Call. Manager Express IP Alcatel 4400 Analog or PIMG or EGW Avaya Definity G 3 Analog or Digital / SMDI Avaya Merlin Legend Analog Centrex: Avaya 1 AESS, 5 ES, Nortel DMS 100 Serial ECI Coral III Serial Ericsson MD-110 Serial Fujitsu 9600 Serial Intecom E 14 Millennium Serial Intecom IBX S 80 Serial Matra 6500 Analog Mitel SX-200 and SX-2000 Analog NEC NEAX 2000 and 2400 List of integrations continues to grow with ongoing testing/trials Serial Nortel Meridian 1 Siemens 9751 v. 9006 i Siemens Hicom 300 Syntegra ITS Teltronics 20 -20 LX (formerly Harris) Toshiba CTX 670 © 2005 Cisco Systems, Inc. All rights reserved. Digital / SMDI Analog or Digital (PIMG) Serial Analog Serial 18

Cisco Unity 4. 2: PBX Interoperability enhancements Expanded Legacy PBX model support • Additional digital PIMG PBX support • Nortel Succession (Available now) • NEC 2400 (Available now) • Rolm 9751 v 9004, v 9005 and v 9006 (Q 1 06) • Mitel SX 2000 (Planned release in Q 2 CY 06) • Analog/SMDI (Centrex) PIMG integrations expected to be released in Q 2 CY 06 © 2005 Cisco Systems, Inc. All rights reserved. 19

Texas Instruments Goals • Reduce ongoing communications costs for 20, 000 VM users globally • Migrate smoothly from TDM to IP while improving customer service and response time • Improve productivity and customer service by improving speed and quality of communications Results • Positive ROI in less than one year with 20, 000 Unity voice messaging users • 5, 000 users migrated to CCM so far, 15, 000 in process of migrating from TDM to IP • Improved productivity for voice mail “power users” and mobile employees with networked voice messaging and mobility features • Much faster response to customer service requests and no dependence on Service Provider for MACs “Cisco Unity definitely makes financial sense. According to our initial estimates, the system attained a positive ROI less than one year after the initial deployment. In the next two to three years, we expect to see very significant cost savings in TI’s overall messaging costs. Cisco Unity improves productivity by enabling our power users such as sales executives to disseminate information to large groups in their regions. In Europe, it enables users to consolidate their voice messages from their mobile phones into their mailbox for quicker access to communications. It’s also improved our responsiveness as an IT organization. ” © 2005 Cisco Systems, Inc. All rights reserved. 20 Bernie Rodriguez, IT Manager

Cisco Unity Message Interoperability Options Traditional TDM voice mail system Octel Analog Networking to Octel System AMIS/Analog Octel connection, via analog lines TDM PBX Cisco Unity Bridge Server Microsoft Exchange or Lotus Domino message store SMDI Link Cisco Unity Server Legacy Phone Analog Lines T-1 line PSTN Traditional TDM voice mail system with IP interface for VPIM IP SCCP (Skinny) VPIM 3600 Router IP Phones Call. Manager © 2005 Cisco Systems, Inc. All rights reserved. Workstation with Outlook, Notes or IMAP Dual Switch Integration PLUS Message Interchange (AMIS, Bridge, or VPIM) 21

Cisco Unity Voice Message Interoperability AMIS Voice Mail Supported Pros Cons Unity Bridge • Phone. Mail • Meridian Mail • Repartee, • Octel 100, 250 & 350 • Intuity Interchange • Centigram • Avaya/Octel Unified Messenger • Octel 100, 250 & 350 • Intuity Interchange • Meridian Net Gateway for Meridian Mail • Centigram • Nortel Call. Pilot • Intuity Interchange Widely supported & understood for legacy voicemail systems Native Analog Octel Networking, advanced msg, directory change synchronization Digital, industry standard, efficient Basic subscriber to subscriber messaging only, no directory sync Limited to Octel/ Intuity Interchange, no digital networking for Aria/Serenade, limited NDR Not yet widely adopted or supported No Directory change synchronization © 2005 Cisco Systems, Inc. All rights reserved. VPIM 22

Unified Messaging Interoperability with Existing Voicemail Using AMIS Traditional TDM voice mail system AMIS/Analog Octel connection, via analog lines TDM PBX Legacy Phone Octel Analog Networking to Octel System SMDI Link Cisco Unity Server Exchange or Notes message store Analog Lines IP SCCP (Skinny) VPIM PSTN IP Phones © 2005 Cisco Systems, Inc. All rights reserved. Workstation with Outlook 23

Cisco Unity Integration with Voice Mail Systems using VPIM • One Unity is VPIM enabled with Meridian Mail • The other Unity Networked Mail Net Gateway • All VPIM messages go through the Internet Voice Connector, • This is for both in IVC bound and out bound traffic. • Incoming messages do a global search, so, there can be no dialing conflicts in the Unity Networked Unity Cisco Unity Bellevue Server © 2005 Cisco Systems, Inc. All rights reserved. Call Pilot VPIM Message Over SMTP VPIM Enabled Cisco Unity Dallas Server 24

Cisco Unity Bridge with Cisco Call. Manager Octel Voice Mail System Circuit. Switched PBX Single-Line Extension Phone T-1 line Analog Lines Cisco Unity Microsoft Exchange Message Store Bridge Server VC Analog Lines IP SCCP (Skinny) PSTN Workstation with Microsoft Outlook Call. Manager © 2005 Cisco Systems, Inc. All rights reserved. IP Phones 25

Unity Branch Office Consolidation • Customer benefits review Single point of administration Enables admin by a single administrator Multiple system administration not required Eliminates voice networking administration Unity auto attendant can access all locations Single system support contract Eliminates all analog networking expenses Failover/redundancy affordable for all location at one centralized site © 2005 Cisco Systems, Inc. All rights reserved. 26

Cisco Migration Example • Saving several million dollars annually • Replacing 160 Avaya systems with 45 Cisco Unity systems • Developing Best Practices that can be leveraged by our partners customers © 2005 Cisco Systems, Inc. All rights reserved. 27

Messaging ROI Example: Cisco Program Unity ROI Overview • Overall ROI period of 36 months based on Capital Expenses – $12. 3 M initial costs divided by $4 M annual savings – $4 M of initial costs was Unity software and server costs – Remainder was one time integration and service costs • Annual savings of $4 M from Operational Expense reductions (mostly support costs) • Includes co-existence of Octel and Unity networks and associated expenses for migration period of 13 months • ROI doesn’t include transport savings cost http: //www. cisco. com/en/US/about/ciscoitatwork/case_studies/ipmessaging. html © 2005 Cisco Systems, Inc. All rights reserved. 28

Cisco Unity— Feature Rich User Interface to Ease Migration • Enhanced alternate greetings Reminder notification that alternate greeting is set, prevents callers from interrupting the alternate greeting Transfer the call to voicemail without ringing phone Set expiration date for greeting Prevent callers from leaving a message (administrator setting) • System Broadcast Messaging • Security features such as secure, private messaging, s. RTP and secure signaling • Alternate key map TUI options for message access commands, to ease migration from Avaya Octel Aria, Octel Serenade, Intuity Audix or Nortel Meridian Mail • Provide audio Caller ID for internal and external messages • Retrieve accidentally deleted messages from the telephone user interface • Use Easy Sign-in to quickly access mailbox from personal greeting • Configure alternate phone number from Cisco Unity Assistant (web browser) • Live reply between networked Cisco Unity users © 2005 Cisco Systems, Inc. All rights reserved. 30

Cisco Unity 4. 2: User interface improvements Telephone User Interface Enhancements New • Urgent Message Toggle • Toggle to turn on/off urgent message flag for voicemail prioritization • Efficient message stack navigation • Jump to first, last, or go to specific message for all message stacks • Configurable Message Playback Speed setting • New Per User TUI Options • Mark message read or new upon hang-up/disconnect during playback • Optional name confirmation for message addressing • Optional user confirmation for message delete • Optional confirmation before discarding recorded or addressed message when * pressed © 2005 Cisco Systems, Inc. All rights reserved. 31

Cisco Unity 4. 2: User interface improvements Streamlined Message Send New • Collapsed message send menus to increase user speed and efficiency • Fewer keystrokes to mark urgent, private, future and return receipt • Enhanced message recording options • Re-record message as needed at any point in review of a message • “Skip ‘n scan” conversation for addressee list navigation • Quick Message • While listening to messages, user able to switch to send message, and then return to same point in message stack © 2005 Cisco Systems, Inc. All rights reserved. 32

Cisco Unity 4. 2: User interface improvements Custom Key Map Improvements • Added ability to have multiple custom key maps for different user classes • Ability to have alternate TUI key maps as baseline for custom key maps • Allows three digit key mappings for all actions except pauseresume • Option to generate enduser wallet cards per subscriber © 2005 Cisco Systems, Inc. All rights reserved. 33

Case Study: Bank of America World’s Second Largest Bank Challenge: Outmoded network infrastructure Solution: Cisco Unity, Cisco Unity Express Cisco Unified Call. Manager, Cisco Unified IP phones Multiservice wide-area network Supports: voice, video, data Benefit: New flexibility Support multiple service types Increase bandwidth at will Simplify capacity performance-management Decrease telecommunications & operational costs © 2005 Cisco Systems, Inc. All rights reserved. 34

Ingersoll-Rand Goals • Reduce costs and improve services for 45, 000 employees and 100 facilities worldwide • Develop a strategy for cost control and new business-enhancing applications • Consolidate systems and bring more systems administration in-house while replacing TDM equipment • Maximize investments in existing applications and data infrastructure Results • Estimated 46% reduction in overall communications costs - equipment costs by 38%, maintenance costs by 18%, and conference call costs by 70% • Savings of $224 K in the first year for all IPC • Voice-enabled Lotus Notes collaborative applications with Unity unified messaging • End-to-end solution managed by one provider reduces operational complexities “The Cisco IP Communications system is now the defined standard at Ingersoll-Rand. Cisco is providing cost-effective, state-of-the-art technology that allows our employees to be more productive. ” Barry Liebenson, Executive Director of IT and CIO “I think that’s the biggest win that we’ve had in our Huntersville, North Carolina site, ” Cahill said, referring to the company’s technology “nerve center. If you asked users now if they could do their jobs if we took unified messaging away, a lot of them would say no. ” Damon Cahill, Manager of Infrastructure Strategy 35 © 2005 Cisco Systems, Inc. All rights reserved.

Qualifying questions for product positioning • Virtualization - is voice mail networking required? • Company size and distribution - how many voice mailboxes are required at each location, and what types? How fast is company growing? • User types – what is ratio of mobile workers? Do they need basic or advanced mobility features? • Applications – how tightly does customer want to integrate with groupware? Is text-to-speech or speech recognition required? • Migration - Does customer require legacy voice mail or legacy PBX integration? • Architecture - is WAN ready for handling VM calls for centralized deployment? • Facilities – Does customer have physical space, security and budget for a multi-server solution? © 2005 Cisco Systems, Inc. All rights reserved. 36

Summing it Up • Cisco Messaging Portfolio is comprehensive – identify customer requirements • User requirements are changing: new capabilities, flexibility, and business agility are key, and these are deciding factors on which product to position • Cisco® IP Communications enables customers to invest in the part of the network they plan to keep, not the part they plan to phase out • Cisco’s messaging portfolio enables seamless migration to IP Communications based on customer business needs • Broad range of options for advanced productivity with IP voicemail, integrated messaging, unified messaging, & personalized productivity • Cisco provides a “whole offer” with it Business Communications portfolio – products, services, support, Partner programs, financing, etc. Presentation_ID © 2005 Cisco Systems, Inc. All rights reserved. © 2003 Cisco Systems, Inc. All rights reserved. 37

Customer Situation and Challenges • Top initiatives – reduce communications costs, improve processes and productivity, ensure business resiliency • Investing in two networks (TDM and IP), but need cost -effective transition to IPC • Believes in benefits of IP communications applications, but needs clear path to get there IPC application deployment lowers operating expenses Solution must work with existing PBXs and voice mail systems Wants integration with other tools and processes (directories, e-mail, mobile devices etc. ) © 2005 Cisco Systems, Inc. All rights reserved. 38

How Cisco Unity Eases Migration to IP Communications • Cisco Unity increases organizational effectiveness and employee productivity Access to messages from anywhere, from any device Enables employees to respond more quickly, increasing organizational effectiveness • Unity interoperates with existing infrastructure—PBX’s or legacy voicemail Integration with existing TDM infrastructure enables customer to migrate at planned pace Lowers operating costs—consolidate servers, reduce maintenance, faster moves, adds, changes Works with existing tools and processes (directories, e-mail, mobile devices etc. ) • Customers can migrate to a full IP solution at their own pace Unity can be installed prior to deployment of IP telephony and will work with IPT, protecting customer’s investment © 2005 Cisco Systems, Inc. All rights reserved. 39

Messaging ROI Example: Cisco Program Unity ROI Overview • Overall ROI period of 36 months based on Capital Expenses – $12. 3 M initial costs divided by $4 M annual savings – $4 M of initial costs was Unity software and server costs – Remainder was one time integration and service costs • Annual savings of $4 M from Operational Expense reductions (mostly support costs) • Includes co-existence of Octel and Unity networks and associated expenses for migration period of 13 months • ROI doesn’t include transport savings © 2005 Cisco Systems, Inc. All rights reserved. cost 41

Cisco Messaging Architectures: Unified and Integrated Options Architecture Message Store Unified Exchange, Unity Unified Messaging Domino Group. Wise (ALI) Directory Active Directory Domino Directory New! Clients TTS Outlook, OWA Yes Notes, NWA Yes Group. Wise Blackberry, Treo Phone (TTS) Integrated Unity (SQL) Web Mail Unity (SQL) Outlook only Unity Inbox No Phone Unity, Connection, Voice Mail Yes Phone (TTS) Unity, Connection, CUE (future) Outlook, IMAP e-mail Unity (SQL) Unity, Connection, CUE Unity (SQL) SMTP/SMS notification, No Phone Architecture Considerations – SOX and message retention policies – Groupware topology – Directory and WAN bandwidth © 2005 Cisco Systems, Inc. All rights reserved. 43

Cisco Messaging Architectures: Unified, Integrated, and Web GUIs New! Unity E-mail system CCM SMTP PBX VM messages IMAP • Basic IMAP for Cisco Unity® 4. x E-mail messages IMAP (or MAPI w/ Outlook & VMO) E-mail Client E-mail client connects to two different IMAP servers – requires off box store Gets VM from Cisco Unity, e-mails from e-mail system (access only/no reply or forward, etc. ) Use SMTP to send messages from CUE and client to e-mail system Requires Cisco Unity Client Access user license (UNITY-CL-USR) • Second “flavor” or option using VMO (better interface) Requires use of MS Outlook as client MAPI connection (not IMAP) to MS Exchange Server Requires Cisco Unity Client Access user license (UNITY-CLO-USR) © 2005 Cisco Systems, Inc. All rights reserved. 44

Cisco Unity 4. X Blackberry Integration Cisco Call. Manager Exchange Cisco Unity PSTN Exchange GPRS Data Unity Plug-in for Blackberry Enterprise Server * Supported with Unity 4. 1 For Exchange UM deployments only Unity Plug-In • Reformats subject line for small screen w/ caller ID or subscriber name • Inserts URL and message ID for Unity access • Click on message to have the Unity outcall to your Blackberry © 2005 Cisco Systems, Inc. All rights reserved. 45

Cisco Unity FAX Options • Cisco Unity T. 37 FAX* Basic send feature Basic receive feature Available at no additional charge Runs co-resident with Unity on same server *Available for MS Exchange • Cisco Unity Fax Server Full featured fax product based on OEM partnership with fax market leader Captaris Inc. Separate application server with Brooktrout based fax cards More information at: http: //www. cisco. com/en/US/partner/products/ps 6178/prod_literature. html • 3 rd party FAX Solution Partners Integration with third party Fax vendor solutions tested/qualified Supported vendors can be found at: http: //www. cisco. com/en/US/products/sw/voicesw/ps 2237/products_tech_note 09186 a 0080094566. shtml © 2005 Cisco Systems, Inc. All rights reserved. 46

Security for Cisco Unity • Cisco Security Agent - stand-alone agent for Cisco Unity 4. 0. X Includes Unity-specific security policies Bundled at no extra charge Available via CCO download only CSA Management Workstation used to manage multiple Cisco applications • Monitoring of overall failed log-in attempts • Ability for end users to reset their TUI password via Unity Assistant web interface • Secure, private messaging capability now available © 2005 Cisco Systems, Inc. All rights reserved. 47

Summing it Up • Cisco Unified Communications enables customers to invest in the part of the network they plan to keep, not the part they plan to phase out • Broad range of options for advanced productivity with Unified Messaging, Rich Media Conferencing, Mobility, Presence, Video and other applications • Technology does not dictate the customer’s migration strategy. Align business and technology architectures to maximize agility, ROI, productivity • Cisco enables seamless migration to Unified Communications based on customer’s business needs © 2005 Cisco Systems, Inc. All rights reserved. 48