Cisco IP Telephony : Planning, Design, Implementation, Operation, and Optimization

, by Kaza, Ramesh; Asadullah, Salman

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ISBN: 9781587051579 | 1587051575
Cover: Hardcover
Copyright: 1/1/2005

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Summary

Supplemental Materials

The comprehensive guide to planning and implementing your Cisco IP Telephony system, as shown by the experts!

Foreword

xxi

Introduction

xxii

Part I Overview of Technology, Protocols, and the PDIOO Methodology

(74)

Chapter 1 Cisco IP Telephony Solution Overview

(60)

Legacy Voice and Data Networks

(1)

Next-Generation Multiservice Networks

(3)

Networks Based on Cisco AVVID

(2)

Signaling and Transport Protocols

(10)

Telco Signaling Protocols

(1)

Analog Signaling

(1)

Digital Signaling

(1)

VoIP Protocols

(8)

H.323

(1)

SIP

(3)

MGCP

(2)

SCCP

(1)

RTP/RTCP

(1)

IP Telephony Components

(21)

Network Infrastructure

(1)

Call Processing

(7)

CallManager Clustering

(1)

Device Weights

(2)

Dial Plan Weights

(3)

CallManager Directory Services

(2)

IP Telephony Endpoints

(5)

Cisco IP Phones

(1)

SoftPhones

(2)

Wireless IP Phones

(1)

Voice Gateways

(1)

Survivable Remote Site Telephony

(1)

Cisco CallManager Express

(1)

Call Admission Control

(1)

CallManager Locations-Based CAC

(1)

Gatekeeper CAC

(1)

Fax

(1)

Media Resources

(1)

Applications

(4)

Customer Response Solution

(1)

Cisco Unity

(1)

Cisco Emergency Responder

(1)

Cisco Conference Connection

(1)

IP Phone Services

(1)

IP Telephony Deployment Architectures

(7)

Single-Site Deployment

(1)

Centralized Call Processing with Remote Branches

(1)

Distributed Call Processing Deployment

(1)

Clustering over the IP WAN

(3)

Local Failover Deployment Model

(1)

Remote Failover Deployment Model

(1)

Call-Flow Scenarios

(13)

IP Phone-to-IP Phone Call

(2)

Intracluster Call

(1)

Intercluster Call

(3)

Intercluster Call with the Gatekeeper

(2)

Off-Net Calls

(12)

Using MGCP Gateway

(3)

Using H.323 Gateway

(3)

Summary

(3)

Chapter 2 Planning, Design, Implementation, Operation, and Optimization Overview

(12)

Planning Phase

(2)

Design Phase

(3)

Network Infrastructure Design

(1)

Design of Call Processing Infrastructure and Applications

(1)

Software Version Evaluation

(1)

Design Validation

(1)

Implementation Phase

(2)

Operation and Optimization Phase

(1)

Summary

(3)

Part II Large-Scale IPT and Voice-Mail Network

(428)

Chapter 3 Large-Scale Enterprise Requirements for IP Telephony

(16)

Customer Profile

(6)

Data Network Architecture

(3)

Voice Network Architecture

(1)

Data Applications

(1)

Directory and Messaging Architecture

(1)

PBX and Voice-Mail System Features

(2)

Customer Requirements

(7)

System Architecture

(1)

IP Phones

(1)

Integration and Replacement of Legacy PBX Systems

(1)

Integration and Replacement of Legacy Voice-Mail Systems

(1)

Voice Gateways

(1)

Quality of Service

(1)

Call Routing

(1)

Emergency Services

(1)

IPT Features and Applications

(1)

Security

(1)

Redundancy and High Availability

(1)

Network Management

(1)

Return on Investment

(1)

Summary

(2)

Chapter 4 Planning Phase

(46)

Getting Started

(1)

Network Infrastructure Analysis

(34)

Campus Network Infrastructure

(9)

Access Layer

(5)

Distribution Layer

104

(1)

Core Layer

105

(1)

Cabling Infrastructure

105

(1)

Common Guidelines

106

(1)

QoS in Campus Network Infrastructure

107

(5)

Data and Voice Traffic Characteristics

108

(1)

Oversubscription in Campus Networks

108

(1)

Network Trust Boundaries

109

(1)

IP Phone QoS

110

(2)

Inline Power for IP Phones

112

(1)

Wireless IP Phone Infrastructure

113

(1)

WAN Infrastructure

114

(2)

QoS in WAN Infrastructure

116

(10)

Minimizing Delay

117

(3)

Using Traffic Shaping

120

(1)

Provisioning WAN Bandwidth

121

(2)

Using Voice Compression

123

(3)

Network Services

126

(3)

DHCP

126

(1)

DNS

127

(1)

NTP

128

(1)

Directories and Messaging

128

(1)

Power and Environmental Infrastructure

129

(2)

Telecom Infrastructure Analysis

131

(7)

PBX Infrastructure and Migration

131

(1)

Telephony Numbering Plan

132

(1)

Voice-Mail Infrastructure and Migration

133

(1)

Emergency Services

133

(1)

Telephony Features and Applications

133

(1)

Business Continuity and Disaster Recovery

134

(1)

Securing IPT Infrastructure

134

(1)

Redundancy and High Availability

135

(2)

IPT Network Management System

137

(1)

Summary

138

(3)

Chapter 5 Design Phase: Network Infrastructure Design

141

(38)

Call-Processing Architecture

141

(2)

IP Phone Selection

143

(2)

Network Infrastructure Design Tasks

145

(32)

Designing IP Addressing and VLAN Scheme

145

(2)

Designing DHCP and TFTP Services

147

(3)

Central Site LAN Infrastructure

150

(1)

Central Site LAN QoS Design

150

(9)

Access Layer Catalyst 6500 QoS Configuration Guidelines

152

(5)

Distribution and Core Layer Catalyst 6500 QoS Configuration Guidelines

157

(2)

Remote-Site IPT Infrastructure

159

(2)

Remote-Site LAN QoS Design

161

(5)

Configuring the Remote-Site LAN Switches for QoS

162

(4)

Remote-Site WAN QoS Design

166

(8)

Perform DSCP-to-CoS Mappings

168

(1)

Map CoS-to-DSCP Mapping on Remote-Site Routers

169

(1)

Configure WAN InterfaCe Queuing

170

(4)

Central Site WAN QoS Design

174

(3)

Summary

177

(2)

Chapter 6 Design of Call-Processing Infrastructure and Applications

179

(100)

High-Level IPT Design

179

(8)

Fax and Analog Terminals

179

(1)

Voice Gateways

180

(1)

Access to the PSTN

180

(1)

Access to the PBX

181

(1)

Media Resources

181

(4)

Conferencing and Transcoding

182

(1)

Music on Hold

183

(2)

IPT Applications

185

(2)

AutoAttendant

185

(1)

Interactive Voice Response

186

(1)

Call Center

186

(1)

Voice Messaging

186

(1)

Low-Level Design

187

(82)

CallManager Cluster Design

187

(3)

CallManager Scalability and Sizing

190

(2)

Customer Response Solution Server Scalability and Sizing

192

(6)

Sizing the Number of Agents

193

(2)

Sizing the Number of IVR Ports

195

(1)

Sizing the Gateway Trunks for the Call Center

196

(2)

CallManager Group Configuration

198

(1)

CallManager Date/Time Configuration

199

(1)

CallManager Region Configuration

200

(1)

CallManager Location Configuration

201

(2)

Device Pool Configuration

203

(1)

Media Resources Configuration

204

(17)

Conferencing

204

(4)

Transcoding

208

(3)

Music on Hold

211

(5)

Configuring the MRGs and MRGLs

216

(5)

Gateway Selection and Sizing

221

(3)

Dial Plan Architecture

224

(37)

Numbering Plan

225

(3)

Call-Routing Requirements

228

(1)

CallManager Route Plan

229

(2)

Partition Design

231

(2)

Calling Search Space Design

233

(5)

Route Groups

238

(1)

Route Lists

239

(2)

Route Patterns

241

(15)

Gatekeeper

256

(2)

Inbound Call Routing

258

(1)

Automated Alternate Routing

259

(2)

Survivable Remote Site Telephony

261

(11)

SRST for Seattle and Melbourne Remote Sites

262

(7)

Fax and Modem

269

(3)

Securing the IPT Infrastructure

272

(5)

Securing CallManager and Application Servers

273

(1)

Using a Firewall and ACLs

274

(1)

Securing the IPT Network from the Outside World

274

(1)

Securing IPT Endpoints

275

(1)

Securing Campus Network Devices

276

(1)

Securing Voice Gateways

276

(1)

Establishing Physical Security

277

(1)

Installing Host-Based Intrusion Detection

277

(1)

Summary

277

(2)

Chapter 7 Voice-Mail System Design

279

(98)

Defining the Voice-Mail System Architecture

279

(10)

Microsoft Active Directory and Exchange

281

(3)

Active Directory Architecture

282

(1)

Exchange 2000 Messaging Architecture

283

(1)

Unity Deployment Model

284

(1)

Physical Placement of Unity Servers

284

(1)

High Availability

285

(1)

Securing Unity Servers

285

(1)

Backup of Unity Servers

285

(1)

Voice-Mail Access Options

285

(4)

Telephone User Interface

286

(1)

Graphical User Interface

287

(2)

Designing a Cisco Unity System

289

(6)

Message Store Options and Sizing

290

(1)

Sizing Unity Ports and Sessions

291

(1)

Unity Server Hardware

292

(1)

Data Protection

293

(1)

Exchange Software Licensing

293

(1)

Unity Software Licensing

293

(1)

Extending the Schema for Unity and Unity Bridge

294

(1)

Installing Cisco Unity

295

(1)

Unity Installation Account

296

(1)

End-User Interaction

296

(1)

Integrating Voice Mail

296

(11)

Unity Integration with CallManager

297

(7)

Configuring Partitions and CSS in CallManager

297

(1)

Changing Service Parameters in CallManager

298

(1)

Defining MWI On and Off Numbers in CallManager

298

(1)

Defining Voice-Mail Ports in CallManager

299

(2)

Defining the Voice-Mail Pilot Number

301

(1)

Defining the Voice-Mail Profile

302

(1)

Reserving Ports for MWIs and Outcall Notifications in Unity

302

(1)

Making Changes to the Octel Access Numbers

302

(1)

Configuring the AutoAttendant functionality in Unity

303

(1)

Octel Integration with CallManager

304

(5)

SMDI Integration

304

(1)

Integration Using VG248

305

(2)

Digital Integration Using DPA

307

(1)

Designing the Cisco Unity Networking

307

(2)

Digital Networking

308

(1)

Bridge Networking

308

(1)

AMIS Networking

308

(1)

VPIM Networking

309

(1)

Networking Octel and Unity

309

(10)

Deployment Architecture with Unity Bridge

310

(1)

Unity Bridge Software and Hardware

311

(1)

Configuring Unity Bridge

312

(6)

System Settings

313

(2)

Digital Networking

315

(1)

Unity Nodes

316

(1)

Octel Nodes

316

(2)

Unity Internet Voice Connector

318

(1)

Customizing the Cisco Unity System

319

(48)

Subscribers

321

(26)

Class of Service

321

(6)

Subscriber Template

327

(12)

Account Policy

339

(1)

Subscribers

340

(6)

Public Distribution Lists

346

(1)

Call Management

347

(9)

Call Handlers

347

(5)

Directory Handlers

352

(3)

Interview Handlers

355

(1)

Call Routing

355

(1)

Restriction Tables

356

(1)

Network

356

(5)

Primary Location

356

(2)

Delivery Locations

358

(2)

Bridge Options

360

(1)

System

361

(12)

Configuration

362

(2)

Schedules

364

(1)

Holidays

364

(1)

Licensing

365

(1)

Authentication

365

(1)

Integration

366

(1)

Ports

366

(1)

Multiple Directory Handlers

367

(6)

Improving the User Experience During Migration

373

(2)

Export Spoken Names from Octel to Unity

373

(1)

Pre-Enrollment Procedures

374

(1)

Summary

375

(2)

Chapter 8 Implementation

377

(60)

Complete Preimplementation Tasks

378

(1)

Perform Implementation Readiness Analysis

378

(2)

Site Readiness

379

(1)

Voice Network Readiness

379

(1)

Data Network Readiness

380

(1)

IP Telephony Readiness

380

(1)

Implement IPT Components

380

(45)

CallManager and Application Server Implementation

380

(2)

Operating System Installation

381

(1)

Installing CallManager and Other Applications

381

(1)

Installing Tools and Third-Party Applications

382

(1)

Implementing Voice Gateways

382

(12)

Implementing Catalyst T1 Voice Gateways Using the WS-X6608-T1 Module

383

(5)

Implementing a Catalyst T1/E1 Voice Gateway by Using a CMM Module

388

(5)

Troubleshooting Gateway Connectivity and Registration Issues

393

(1)

Implementing IP Phones

394

(3)

Implementation of IP Phones Using BAT

394

(2)

Physical Phone Installation

396

(1)

Implementing the Dial Plan

397

(2)

Dialed Number Analyzer

397

(2)

Implementing Cisco IP AutoAttendant

399

(7)

Configuration Steps for AA

402

(4)

Implementing IP ICD

406

(9)

Configuration Steps for IP ICD

409

(6)

Call Center Agent and Supervisor Login Options

415

(1)

Implementing IP IVR

415

(1)

Implementing IP Phone Services

416

(9)

Corporate Directory Access Through IP Phones

417

(6)

Troubleshooting IP Phone Services

423

(2)

Identify the Implementation Tools

425

(6)

Checking the CallManager OS Version

425

(1)

Checking the CallManager Version

426

(1)

Checking the SQL Version

426

(1)

Database Layer Tool to Check SQL Subscriptions

427

(2)

Checking Inconsistencies in the Software Versions Within the Cluster

429

(1)

Multi-Level Administration Tool

429

(3)

Functional Groups

430

(1)

User Groups

430

(1)

Access Levels

431

(1)

MLA Logs

431

(1)

Deploy IPT Solution Pilot

431

(1)

Implementation Acceptance Tests

431

(1)

Post-Implementation Documentation

432

(1)

Day 2 Support

432

(1)

Escalation Procedures

433

(1)

Training

433

(2)

End-User Training

434

(1)

Help Desk Staff Training

434

(1)

Voice Network Administration Staff Training

434

(1)

Voice Network Design/Architecture Staff Training

435

(1)

Summary

435

(2)

Chapter 9 Operations and Optimization

437

(68)

Software Upgrades

437

(12)

Operating System Upgrades

438

(2)

Subscribe to Notification Alerts

438

(1)

Stop Services

438

(1)

Use Recommended Server Access Methods to Perform Upgrades

439

(1)

Schedule the Upgrade

439

(1)

Document Registered Device Counts

439

(1)

Windows Operating System Upgrade

440

(1)

CallManager Software Upgrade

441

(3)

Upgrade Planning and Impacts

442

(1)

Failover Procedure

442

(1)

Recovery Methods

443

(1)

Application Software Upgrades

444

(2)

Upgrade Planning and Impacts

445

(1)

IP Phone and Gateway Upgrades

446

(3)

Upgrading the Firmware on a Few Cisco IP Phones or Gateways

446

(2)

Upgrade Planning and Impacts

448

(1)

Failover Procedures and Recovery Methods

449

(1)

BIOS Upgrades

449

(1)

Hardware Upgrades

449

(3)

Memory Upgrades

450

(2)

Server Hardware Upgrades

452

(1)

CallManager Operation and Monitoring Tools

452

(22)

Multilevel Administration

452

(1)

Quality Reporting Tool

452

(2)

QRT Viewer

454

(1)

Real-Time Monitoring Tool

454

(7)

Summary View

455

(1)

Server View

455

(1)

CallProcess View

456

(1)

Service View

457

(1)

Device View

458

(1)

CTI View

459

(1)

Perfmon View

459

(1)

RTMT Alerts

459

(2)

RTMT Reports

461

(1)

CallManager Traces

461

(3)

Trace Configuration

462

(1)

The Troubleshooting Trace Settings Page and Cisco CallManager Trace Collection Tool

463

(1)

Bulk Trace Analysis Tool

463

(1)

CDR Analysis and Reporting

464

(2)

User Reports

465

(1)

System Reports

465

(1)

Device Reports

465

(1)

Q.931 Translator

466

(1)

Alarm Configurations and Definitions

466

(1)

Backup and Restore System

467

(1)

Password-Changing Tools

468

(4)

Admin Utility

469

(3)

Event Viewer

472

(1)

Bulk Administration Tool

473

(1)

DHCP Management

473

(1)

Optimization Tips

474

(16)

Time Synchronization

475

(1)

CallManager Services

475

(1)

Name Resolution

475

(1)

IP Addressing

475

(1)

Subnetting and VLANs

476

(1)

Proactive Problem Identification and Resolution

476

(1)

Duplex and Speed Settings

477

(1)

Dial Plan Optimization

477

(3)

Route Pattern Design

477

(2)

Partition Rules

479

(1)

Calling Search Space Rules

479

(1)

Prefixing the Digits in Missed and Received Calls

480

(1)

Securing the Servers

480

(1)

Operating System Hardening

480

(1)

Cisco Security Agent

481

(1)

Service and Enterprise Parameter Fine-Tuning

481

(5)

Deployments Involving Shared Lines

486

(1)

Call Detail Records

486

(1)

CallManager Traces

487

(1)

Firmware Loads

487

(1)

Cluster Guidelines

487

(2)

Removing a Subscriber

487

(1)

Auto-Registration

487

(2)

Installing Third-Party Software Applications

489

(1)

Changing Session Timeout for CallManager

489

(1)

Cisco Unity Operations

490

(1)

Day 2 Monitoring and Management Tasks

490

(5)

CallManager Day-to-Day Monitoring Task List

491

(1)

CallManager Pre-Upgrade Task List

492

(1)

CallManager Post-Upgrade Task List

493

(2)

IPT Network Management Tools

495

(7)

CiscoWorks and IP Telephony Environment Monitor

495

(7)

Alerts and Activities

497

(1)

Active Partition Selector

498

(1)

Device Management

498

(1)

Notification Services

498

(1)

Fault History

499

(1)

Configuration

499

(1)

IP Phone Information Facility

500

(1)

SRST Monitoring Management

500

(1)

IP Phone Reachability Testing

500

(1)

IPT Security Displays

501

(1)

IP Phone Help Desk Utility

501

(1)

Gateway Statistics Utility

502

(1)

Summary

502

(3)

Part III Appendixes

505

(124)

Appendix A Cisco IP Phone Models and Selection Criteria

507

(6)

Appendix B IPT Planning Phase: Network Infrastructure Analysis Questionnaire

513

(28)

Appendix C IPT Planning Phase: Telecom Infrastructure Analysis Questionnaire

541

(20)

Appendix D IPT Design Phase: IP Phone Selection Questionnaire

561

(6)

Appendix E IPT Design Phase: IPT Requirement Analysis Questionnaire

567

(22)

Appendix F Ordering T1/E1 PRI from the Carrier Questionnaire

589

(6)

Appendix G Voice-Mail Design Questionnaire

595

(16)

Appendix H IP Implementation Checklist

611

(18)

Index

629

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Cisco IP Telephony : Planning, Design, Implementation, Operation, and Optimization

Summary

Table of Contents

Supplemental Materials