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Cisco Voice and Unified Communications Solutions

 


The Cisco Unified Communications system provides a portfolio of voice, video, mobility, and IP communications solutions designed to facilitate efficient and effective interaction between employees, partners, and customers, while providing the foundation for a collaborative workforce. By promoting greater levels of collaboration, these solutions can help organizations be more agile, exceed customer expectations, outpace their competitors, and realize a measurable return on investment.

 

Improve Business with Better Communications

New unified communications products and functionality further streamline business processes.


 

Voice for Small, Midsized and Large Businesses

 

 


Voice for Service Providers

 

 


Solution Components

There are five basic technology components of a Cisco Unified Communications system. Select the links below to learn more and view the related products.

  1. IP Telephony products: Enable your organization to run voice, data, and video communications over a single, converged network. Includes call-processing software, telephones, and endpoint devices.

  2. Unified Communications Applications: Include unified communications, messaging, mobility and conferencing products that integrate presence and preference information and desktop business tools.

  3. Contact Center Applications: Include software with multi-channel contact-center and self-service capabilities.

  4. Communications Infrastructure products: Include Cisco routers and switches that form a foundation for an integrated communications system.

  5. Management Tools: Include software that actively monitors voice elements in the network.


1. IP Telephony Call Processing

Cisco provides call-processing software for organizations of all sizes and types to manage voice and video calls among IP phones, media processing devices, voice-over-IP (VoIP) gateways to the public switched telephone network (PSTN), and multimedia applications.

 

 

Product

Number of Users

Distributed or Centralized

Redundancy

Server or Router Based

Cisco Unified Communications Manager

Up to 30,000 per cluster

Centralized—up to 100 can be combined in a single system

Yes

Server

Cisco Unified Communications Manager Business Edition

Up to 500

Centralized

No (Cisco Unified Survivable Remote Site Telephony can be used locally to back up some of the Cisco Unified IP Phones)

Server

Cisco Unified Communications Manager Express

Up to 240, depending on selection of Cisco Integrated Services Router

Centralized for small businesses or distributed in branch offices

Yes

Router

Cisco Unified Survivable Remote Site Telephony

Up to 720, depending on selection of Cisco Integrated Services Router

Distributed in branch offices

Yes

Router

 

Telephones and Endpoints

Cisco Unified IP Phones lead the IP communications device market and provide a complete portfolio with ease of use, superior audio quality, increased accessibility for people with disabilities, ergonomic physical design, capability to add custom applications, and advanced services, and features. The portfolio includes options for uses from the company lobby to the manufacturing floor to the executive suite, at home, on the road, or in branch offices.

 

Product

Features

Cisco IP Phone 7985G
Cisco Unified IP Phone 7985G

  • Personal desktop video phone offering executives and managers instant, face-to-face communications

  • Incorporates all the components required for video calls (camera, LCD screen, speaker, keypad, and handset) in one easy-to-use unit

  • Integrated Ethernet switch and 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

Cisco IP Phone 7971G-GE
Cisco Unified IP Phone 7971G-GE

  • First to provide unconstrained bandwidth to desktop applications

  • Latest Gigabit Ethernet VoIP telephony technology

  • Backlit, high-resolution, color touchscreen for easy access to communications information, XML applications, and features

  • Integrated Ethernet switch and 10/100/1000BASE-T Ethernet connection via an RJ-45 interface for LAN connectivity

  • Support for IEEE 802.3af Power over Ethernet (PoE) or a local power supply

  • Standards-compliant SIP phone support

Cisco IP Phone 7970G
Cisco Unified IP Phone 7970G

  • Backlit, high-resolution, color touchscreen for easy access to communications information, XML applications, and features

  • Access to eight telephone lines (or combination of lines and telephony features)

  • High-quality speakerphone and built-in headset connection

  • Integrated Ethernet switch and 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Support for both Cisco prestandard and IEEE 802.3af PoE

  • Standards-compliant SIP phone support


Cisco Unified IP Phone 7961G-GE

  • Latest Gigabit Ethernet VoIP telephony technology

  • Higher-resolution display supports advanced XML applications and double-byte characters/Unicode

  • Supports IEEE 803.af PoE or local power supply

  • Access to six phone lines (or combination of lines and telephony features)

  • Integrated Ethernet switch and 10/100/100BASE-T Ethernet connection via an RJ-45 interface for LAN connectivity

  • Standards-based

  • Standards-compliant SIP phone support


Cisco Unified IP Phone 7961G

  • Higher-resolution display supports advanced XML applications and double-byte characters/Unicode

  • Supports IEEE standard 802.3af inline power and Cisco legacy power

  • Access to six phone lines (or combination of lines and telephony features)

  • Integrated Ethernet switch

  • 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity.

  • Standards-based

  • Standards-compliant SIP phone support

Cisco IP Phone 7960G
Cisco Unified IP Phone 7960G

  • Meets the needs of users with a high amount of phone traffic in enclosed office environments

  • Access to six telephone lines (or combination of lines and telephony features)

  • Supports XML applications to the screen

  • Integrated Ethernet switch and 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Standards-compliant SIP phone support

Cisco Unified IP Phone Expansion Module 7914
Cisco Unified IP Phone Expansion Module 7914

  • Provides 14 additional buttons and an LCD display to extend the capabilities of the Cisco Unified IP Phone 7960G, 7961G, 7961G-GE, 7970G, and 7971G-GE

  • Buttons can be programmed as directory numbers, line keys, or speed-dial keys

  • Up to two modules can be used on a single IP phone connection


Cisco Unified IP Phone 7941G-GE

  • Latest Gigabit Ethernet VoIP telephony technology

  • Higher-resolution display supports advanced XML applications and double-byte characters/Unicode

  • Supports IEEE 803.af PoE or local power supply

  • Access to two phone lines (or combination of line access and telephony features)

  • Integrated Ethernet switch and 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Standards-based

  • Standards-compliant SIP phone support


Cisco Unified IP Phone 7941G

  • Higher-resolution display supports advanced XML applications and double-byte characters/Unicode

  • Supports IEEE 803.af PoE or local power supply

  • Access to two phone lines (or combination of line access and telephony features)

  • Integrated Ethernet switch and 10/100/1000BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Standards-based

  • Standards-compliant SIP phone support


Cisco Unified IP Phone 7940G

  • Addresses the needs of transaction workers who conduct a medium amount of telephone traffic in office cubicle environments

  • Access to two telephone lines or one line and a telephony feature

  • Supports XML applications to the screen

  • Integrated Ethernet switch and 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Standards-compliant SIP phone support

Cisco Unified IP Phone 7931G
Cisco Unified IP Phone 7931G

  • 24 programmable line/feature buttons

  • Four-way LEDs (red/green/amber/off) for indicating call/line state

  • Dedicated Hold, Transfer, and Redial buttons

  • 802.AF PoE only, no Cisco PoE

  • Supported by Cisco Unified CallManager 4.0(2) in first release. Future support for Cisco Unified Communications Manager planned.

Cisco Unified Wireless IP Phone 7921G
Cisco Unified Wireless IP Phone 7921G

  • IEEE 802.11a,b,and g standards

  • Larger, 2-inch color display (176x220 TFT)

  • Speakerphone capabilities

  • New combination charger/speakerphone stand

  • Application button that supports push-to-talk via XML

  • Dedicated keys for mute and volume

  • Longer battery life (100 hours standby time)

Cisco Wireless IP Phone 7920
Cisco Unified Wireless IP Phone 7920

  • Supports the 802.11b protocol

  • Roaming; security; extension-mobility support; services, configuration utility updates; user-profile and text-entry enhancements; QoS, and management throughout an end-to-end Cisco network

  • Support for Cisco Unified Contact Center Enterprise and Cisco Unified Contact Center Express

  • Delivers text and graphics messages on the screen using an XML format


Cisco Unified IP Phone 7911G

  • Single-line access and four interactive soft keys

  • Supports XML applications to the screen

  • Enhanced feature roadmap

  • Integrated 10/100 Switch Ethernet connection through an RJ-45 interface for LAN connectivity

  • IEEE 802.3af power; Cisco inline power

  • Cisco Unified CallManager v. 4.1(3) security

  • Manufacturing certificates

  • Secure media/signaling

  • Authenticated configuration

  • SIP-ready with Cisco Unified CallManager 5.0 and Cisco Unified CallManager Express 3.4

Cisco IP Phone 7912G
Cisco Unified IP Phone 7912G

  • Single-line access and four interactive softkeys

  • Supports XML applications to the screen

  • Integrated Ethernet switch and 10/100BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Call hold indicator, message waiting indicator on the handset

  • Prestandard PoE plus a local power option with a power cube

  • Standards-compliant SIP phone support

Cisco IP Phone 7906G
Cisco Unified IP Phone 7906G

  • Single-line access and four interactive soft keys

  • Supports XML applications to the screen.

  • 10BASE-T Ethernet connection through an RJ-45 interface for LAN connectivity

  • Choice of IEEE 802.3af Power over Ethernet (PoE), Cisco inline power, or local power through an optional power adaptor

  • Call hold indicator, message-waiting indicator on the handset

  • Standards-Compliant SIP Phone Support

Accessories

 


Cisco Unified IP Conference Station 7936

  • Addresses the needs of a small to midsize conference room or office

  • Regular telephony keypad plus three soft keys and menu navigation keys to guide users through call features and functions

  • Backlit, pixel-based LCD display

Cisco IP Communicator
Cisco IP Communicator

  • Software-based application that delivers enhanced telephony support through PCs

  • Provides functionality of Cisco Unified IP Phone 7970G: Access to eight telephone lines (or a combination of lines and telephony features)

  • Supports XML applications to screen

  • Provides high-quality calls and connections to company services while on the road, in the office, or any place you can access the corporate network

Cisco Unified Video Advantage
Cisco Unified Video Advantage

  • A video telephony solution comprising the software application and a USB camera

  • Brings video telephony functionality to Cisco Unified IP Phones

  • Attached to a PC and used with a Cisco Unified IP Phone, enables you to place and receive video calls on your enterprise IP telephony network using a familiar phone interface

Cisco ATA 180 Series Analog Telephone Adaptors

  • Cost-effective, handset-to-Ethernet adaptors that enable analog devices support VoIP services

  • Supports devices such as analog phones, teletypewriter (TTY) machines, fax machines (fax pass-through support), and audio conference telephones

Cisco VG248 Analog Phone Gateway

  • A high-density gateway for using analog phones, fax machines, modems, voicemail systems, and speakerphones within a Cisco Unified Communications Manager enterprise voice system

  • Offers 48 full-featured analog phone lines to be used as extensions to the Cisco Unified Communications system

GSM/802.11 IP Phones

  • Fixed-mobile converged IP solution featuring Nokia dual-mode business devices and Cisco wired and wireless IP infrastructure

  • Nokia handset will have a built-in Skinny Client Control Protocol (SCCP) and GSM cellular radio that communicates directly with Cisco Unified CallManager 4.x and 5.x via SCCP as an integrated IP phone device

Cisco Unified CallConnector Mobility

  • Works with Cisco Unified Communications Manager Express 4.0 to deliver single number reach capabilities

  • Allows users to redirect incoming calls to two different designated client devices

  • Call routing rules can be personalized using the Cisco Unified CallConnector toolbar

Cisco Unified Mobility

  • Works with Cisco Unified Communications Manager to deliver single number reach

  • Associates desktop IP phone number with up to four remote phone destinations


Cisco Unified Mobile Communicator

  • Extends unified communications experience and services to mobile devices

  • Provides ability to dial contacts through Cisco Unified Communications Manager

  • Provides ability to view presence indication and access enterprise directories from mobile device

Cisco Unified Phone Application Suite

  • Suite of productivity applications

  • Enables personalization of Cisco Unified IP Phone 7906G, 7911G, 7931G, 7941G, 7961G, 7970G, and 7971G-GE

  • Access through either service URL associated with a line button or through the existing services button on the phone

  • Allows users to create personal ring tones and wallpaper

 

2. Unified Communications Applications / Unified Communications Clients

Cisco offers a wide array of unified communications clients, ranging from advanced soft-phone functions with Cisco IP Communicator to Cisco Unified Video Advantage, which provides a multimedia interface for video telephony communications. Cisco Unified Personal Communicator provides an integrated communications experience with powerful productivity tools such as presence (availability), instant messaging, conferencing, and Web collaboration, in addition to basic soft-phone and video telephony capabilities. For Cisco Unified Communications Manager Express environments, the Cisco Unified CallConnector for Microsoft Office delivers easy-to-use call control and presence features using toolbars in common applications.

 

Product

Integration with Cisco Call Processing

Personal Computer Operating System Support

Also Required to Deploy

Cisco IP Communicator

Cisco Unified Communications Manager Express
Cisco Unified Communications Manager

Windows only

 

Cisco Unified Video Advantage

Cisco Unified Commmunications Manager Express
Cisco Unified Communications Manager

Windows only

Cisco VT Camera, Cisco Unified IP Phone or Cisco IP Communicator

Cisco Unified Personal Communicator

Cisco Unified CallManager v5.0

Windows or Macintosh

Cisco VT Camera, Cisco Unified IP Phone, Cisco Unified Presence

Cisco Unified CallConnector for Microsoft Office

Cisco Unified Communications Manager Express v4.0

Windows XP

 

 

Cisco Unified Application Environment

Cisco supports the capability to develop and manage custom applications. The Cisco Unified Application Environment allows development of innovative applications that help organizations integrate the telephony capabilities of Cisco Unified Communications Manager into business processes for increased productivity. Cisco Unified Application Environment uses a simplified interface that makes developing applications intuitive for developers and reduces the need for specialized knowledge of telephony protocols.

 

Messaging

The Cisco Unity products bring unified messaging solutions that help improve communications, productivity, and customer-service capabilities throughout any size organization. The Cisco Unity portfolio provides three options that integrate with Cisco Unified Communications Manager and Cisco Unified Communications Manager Express call-processing products. The products also provide various levels of integration with e-mail and voicemail systems and call-processing products from other vendors.

 

Product

Number of Users

E-mail Integration

Redundancy

Speech Recognition

Cisco Unity Express

Up to 250

Integrated

No

None

Cisco Unity Unified Messaging

7500 per server, networked to 250,000

Integrated or Unified (Microsoft Exchange, Lotus Notes, or Novell GroupWise)

Yes

Yes

Cisco Unity Connection

Up to 3000

Integrated

No

Yes

 

Conferencing

Cisco multimedia conferencing solutions integrate voice, video, and Web conferencing capabilities to make remote meetings as natural and effective as face-to-face meetings.

 

Product

Number of Concurrent Users

Connectivity

Video Collaboration

Meeting Setup Options

Cisco Unified MeetingPlace

960 on IP; 1152 over time-division multiplexing (TDM)
 

1152 Web conferencing

1152 video conferencing

 

TDM or IP

Yes

Web, Cisco Unified IP Phones, telephone user interface, Microsoft Outlook, Lotus Notes, instant messaging clients

Cisco Unified MeetingPlace Express

20 to 200 voice conferencing
6-120 Web conferencing

IP only (TDM with gateway)

Yes, Cisco Unified MeetingPlace Express VT 1.2

Web, Cisco Unified IP Phones, telephone user interface, Cisco Unified Personal Communicator

 

Cisco Unified MeetingPlace Express VT

40

IP only

Yes (Yes (initiated from SCCP endpoints and Cisco Unified Personal Communicator)

 

Ad hoc and conference control interface

Cisco Unified Videoconferencing

A single multipoint control unit (MCU) can support up to 96 audio and 72 video ports; also supports autocascading of multiple MCUs for greater scalability

 

IP, ISDN

Yes

Ad hoc and conference control interface

Cisco TelePresence 3000

Supports up to 6 participants at each side of the table

IP, SIP

Supports 1080p and 720p high-definition images on 65-inch plasma displays; can interoperate with standards-based video systems, initially with Cisco Unified Conferencing for TelePresence and then natively for HD-based systems (second half CY2007)

 

Web, Cisco Unified IP Phone

Cisco Telepresence 1000

Supports up to 2 participants at each side of the table

IP, SIP

Supports 1080p and 720p high-definition images on 65-inch plasma displays; can interoperate with standards-based video systems, initially with Cisco Unified Conferencing for TelePresence and then natively for HD-based systems (second half CY2007)

 

Web, Cisco Unified IP Phone

Cisco Unified Conferencing for TelePresence

36 or more simultaneous Cisco TelePresence screens; mix of Cisco TelePresence 3000 and 1000 supported; 48 audio-only attendees

IP, SIP, H.323 (audio)

Supports 1080p and 720p high-definition images on 65-inch plasma displays; Cisco Unified Conferencing for TelePresence will provide future with standards-based video systems in a future release.

 

Microsoft Outlook calendar, Web browser, Unified IP Phone

Cisco TelePresence Multipoint Switch

36 or more simultaneous Cisco TelePresence screens; mix of Cisco TelePresence 3000 and 1000 supported

IP, SIP

Supports 1080p and 720p high-definition images on 65-inch plasma displays; can interoperate with standards-based video systems, initially with Cisco Unified Conferencing for TelePresence and then natively for HD-based systems (second half CY2007)

 

Web, Cisco Unified IP Phone

 

3. Contact Center Applications

Cisco Unified Contact Center products enable highly available and sophisticated customer interaction management, including skills-based routing, voice self-service, computer telephony integration (CTI), and multichannel contact management over an IP infrastructure.

 

Product

Number of Agents

Multisite support

TDM Integration

Redundancy

Cisco Unified Contact Center Express

Up to 300

Yes

Yes (through Cisco Unified Contact Center gateway PG and Cisco Unified Intelligent Contact Management)

Yes in 4.0 (0) and 4.1 (0)

 

No in 4.5(0)

Yes in 5.0(0)

Cisco Unified Contact Center Enterprise

Up to 6000 per instance. Multiple instances can be deployed.

Yes

Yes

Yes

Cisco Unified Contact Center Hosted

Unlimited

Yes

Yes

Yes

Additional offerings that enable multichannel, multisite contact center solutions integrated with traditional ACD systems:

Product

Features

Cisco Unified Intelligent Contact Management Enterprise

  • Call-routing and computer telephony integration (CTI) solution for legacy automatic call distribution (ACD) systems

  • Based on real-time feeds from ACDs with status of agents and queues at each site, makes intelligent routing decisions while the call is still in the public switched telephone network (PSTN)

Cisco Unified IP IVR

  • Provides an open, extensible, and full-featured foundation for the creation and delivery of interactive voice response (IVR) applications.

Cisco Unified Customer Voice Portal

  • Automated voice XML-based speech self-service solution that works with the assisted-service Cisco Unified Contact Center products

Cisco Unified Customer Interaction Analyzer

  • Interprets all contact-center interactions, including emoticons

  • Provides new levels of reporting customer information

  • Uses data to provide more targeted ways to recruit, train, and coach employees while measuring their performance

 

4. Communications Infrastructure

Routers and switches comprise the basic infrastructure elements of the Intelligent Information Network. When choosing a router, consider the number of phones, which call-processing solution you select, and the other functions the router will perform. When selecting a switch, Power over Ethernet (POE) removes the need for each phone to have an external power source.

 

 

5. Management Tools

The Cisco Unified Communications Management Suite allows businesses to actively monitor their Cisco Unified Communications solution to discover potential problems, maintain quality and user satisfaction, and help minimize service downtime.

 

Product

Function

Number of Users

Voice or Data

Cisco Unified Operations Manager

Monitor and diagnose problems, test and track changes and inventory

1000 to 30,000

Voice and data

Cisco Unified Service Monitor

Track and report on user experience

1000 to 30,000

Voice

Cisco Unified Provisioning Manager

Deploy, provision, and manage moves, additions, and changes

1000 to 30,000

Voice

Cisco Unified Service Statistics Manager

Generate executive and operations reports and capacity-planning reports

1000 to 30,000

Voice

Cisco netManager - Unified Communications

Provides monitoring, reporting, and status

250 to 1,000

Voice and Data

Cisco Monitor Manager

Self-managed real-time monitoring, alerting, reporting

5 to 250

Voice and Data

Cisco Monitor Director

Managed service product for real-time monitoring, alerting, reporting

5 to 250

Voice and Data

 

 


Cisco Technology VoIP Overview


Unified Communications Streamlines Operations

Unified communications can help address the challenge today's organizations face as they contend with increasingly complex environments that feature a wide array of communications methods.

 

Employees, business partners, and customers now conduct business using seemingly infinite combinations of phones, voice messaging, e-mail, fax, mobile clients, and rich-media conferencing. Without unified communications, however, these tools are often not used as effectively as they could be. The result is information overload and misdirected communications that delay decisions, slow down processes, and reduce productivity.

 

Unified Communications Evolves

As precursors to unified communications, IP telephony and IP communications solutions have proven their ability to help solve such problems, enabling organizations to streamline business processes and reduce costs. For years, companies have realized the benefits that carrying voice, data, and video communications across a common, IP infrastructure can bring.

 

From these, unified communications solutions have evolved and offer even greater benefits. Unified communications applications are actually integrated within an IP network to provide structure and intelligence that can help organizations integrate their communications more closely with business processes, and ensure information reaches recipients quickly, through the most appropriate medium.

 

Unified communications allows businesses to collaborate in real time using advanced applications from an integrated, easy-to-use interface. These applications include:

  • Video conferencing

  • Integrated voice and Web conferencing

  • Mobile IP soft phones

  • Voicemail, and more

Unified Communications Benefits

Unified communications solutions can save time and help control costs, while improving productivity and competitiveness:

  • In a 2005 Sage Research study, 86% of companies using unified communications reported that productivity benefits have grown.

  • More than 60% reported savings of three or more hours per week for each mobile worker.

Such studies confirm that migrating to a unified communications system provides a substantial return on investment (ROI) and a reduced total cost of ownership.

 

More Effective and Personal Communications

Enjoy unprecedented levels of collaboration, customer satisfaction, mobility, and security with Cisco Unified Communications Applications. Enable more effective and personal communications by integrating solutions such as:  

  • Messaging

  • Voice, video, and Web conferencing

  • Unified communications clients

Using integrated directories with intelligent presence and preference information, these standards-based applications integrate transparently with common desktop business tools, helping users reach the right people and resources the first time.  

 

The Cisco Unified Application Environment, including Cisco Unified Application Designer, Cisco Unified Application Server, and Cisco Unified Media Engine, enables the rapid development, reliable execution, and automated management of applications that converge voice and video with enterprise applications and data.

 

Cisco Unified Attendant Consoles, including the new Cisco Unified Business Attendant Console and Cisco Unified Department Attendant Console, enable human operators to quickly accept calls, check user-busy status, and more effectively dispatch calls to enterprise users.

 

 
Product Portfolio

 

Application Development

 

Conferencing

 

Telephony Applications

 

Unified Communications Clients

 

Unified Communications Mobility

 

Voice Mail and Unified Messaging

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