Designing and Deploying IPT Applications

Transcription

1 Designing and Deploying IPT Applications Session 2

2 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces General Design Considerations Scalability Redundancy/High Availability Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 3 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interface Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy/High Availability Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 4

3 An Approach to Design In sizing applications, don t think of applications as point products! Instead ask yourself What resources is the application asking for the CallManager? How many resources? How does the application software/hardware platform affect the deployment within the enterprise How does deployment affect the functionality of the application? 5 CallManager Device and Applications Interfaces Extending your Enterprise Applications PSTN IP WAN Client Endpoints Internet Web Server HTTP IP Phone Services H.323 SCCP SCCP H.323 MGCP XML/ HTTP CallManager Call Processing/ Protocol Access CTI Layer TAPI/ JTAPI DB CTI Applications Unified Messaging Call Center IVR/AA Etc LDAP XML/HTTP ODBC/ SQL Call Accounting and Billing Corporate Directory Authentication Platform Management 6

4 IPT Applications Interfaces Comparison by Purpose Interface TAPI JTAPI ODBC/SQL AXL EM API IP Phone Services Common Purpose for Telephony Applications 1st/3rd Party Call Control 1st/3rd Party Call Control Call Accounting and Billing CallManager Device and Route Plan Management IP Phone Content Display H.323 1st Party Call Control SCCP User Login Service 1st Party Call Control Comments Half-Call Oriented Full-Call Oriented: 1st Party Possible but the Application Must Supply Its Own RTPbased Media Stack (E.G. JMF) Support for Read Only Access to CallManager CDR Database Direct SQL Access Is Not Supported All Changes to the CM DB Are Replicated Across the CM Cluster Supported Components: 7940/7960 Phone Apps Support Only for Client Endpoints Support Only for Client Endpoints 7 IPT Applications Interfaces Comparison by Software Platform Interface Software Platform Comments TAPI JTAPI ODBC/SQL AXL/ EM API IP Phone Services Windows Windows/Unix Windows/Unix platforms Supporting Any ODBC Compliant Database Platform Independent Web Platform Independent H.323 Platform Independent SCCP Windows C/C++ Java (One Language, Many Platforms) C/C++/java (Any Language That Can Use ODBC) XML/SOAP-based Messages Objects Supported by the Cisco IP Phone XML Schema C/C++, Java-based Messaging Requires Porting Include Files 8

5 Types of Cisco IPT Applications CallManager CTI- Dependent Services IPMA Attendant Console AAR Cisco Point Products IP Softphone IP-IVR Personal Assistant (PA) Unity Cisco Conference Connection (CCC) IP-ICD (IPCC Express) IPCC 3 rd Party Applications Using 1 or More CallManager APIs Phone Services TAPI/JTAPI AXL EM API LDAP CDR 9 CallManager CTI Controllable Devices Application API (JTAPI) Application Provider CTIQBE over TCP/IP CallManager Application TAPISVR API (TAPI) TSP Application Provider CTI Port CTI Route Point IP Phone Devices Controllable through CTI The CallManager does not distinguish between TAPI and JTAPI applications; translations to CTIQBE (CTI Quick Buffer Encoding) are done by the application and at the CallManager CTI layer CallManager CTI resource provisioning depends on the CTI message transaction between the Application and the CallManager 10

6 Cisco IPT Applications CallManager Interfaces and Associated CTI Devices Cisco IPT Application Cisco IP Softphone Cisco Customer Response System (CRS) Cisco Personal Assistant Cisco Unity CallManager Applications Interface Used CTI (TAPI) CTI (JTAPI) CTI (JTAPI), SCCP SCCP Common CTI Devices Used by the Application CTI Port CTI Route Point, CTI Port, 3 rd Party Control Phone CTI Route Point Unity Port Comments 1 CTI port used per line appearance Commonly packaged as IP- IVR/IP-AA/IP-ICD (or IPCC Express) CMCTI is used to handle incoming calls through a CTI Route Point. Individual device sessions are handled via SCCP Unity is actually a TAPI application that uses its own TSP bypassing the Cisco CTI layer 11 Cisco IPT Applications (Cont.) CallManager Interfaces and Associated CTI Devices Cisco IPT Application Attendant Console IPMA AAR CTI CTI CTI CallManager Applications Interface Used Common CTI Devices Used by the Application 3 rd Party Controlled Phone CTI Route Point, 3 rd Party Controlled Phone CTI Route Point Comments Uses neither TAPI nor JTAPI as a high-level Telephony API. Instead, WebAttendant uses a lowlevel proprietary API which generates CTIQBE protocol messages. Route Point intercepts all incoming calls; 3 rd Party phone monitors state of Managers Route Point redirects calls if the original called DN rejects the incoming call due to insufficient bandwidth 12

7 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 13 IP Telephony CTI Scalability Provisioning Approach Determine CTI Resources Questions to Ask How many phones are deployed in the campus? Average Busy Hour Call Attempts (BHCA) call rate? What types of applications? (IVR, call center, etc ) Device Provisioning Quantify your device entities (how many and which devices) Assign Devices to Route Points (if applicable) Calculate the Total # of device weights needed for the entire solution Device Weight Summary View Total Device Weights for the Solution Determine if Device Quantity and BHCA need adjustment 14

8 IP Telephony CTI Scalability Provisioning Approach (Cont.) Device Pool Provisioning CM Server Provisioning Grouping Devices into Device Pools Assigning a CallManager Priority Determines a "package weight" that a CM server inherits in a failover Calculating a total # of device weights for the solution helps to determine the base CallManager platform Device Pool "Package Weight" helps to determine how to distribute your devices Load Balancing Redundancy CM Server Platform choice is the *last* step Device Weight Summary View Total Device Weights for the Solution Determine if Device Quantity and BHCA need adjustment 15 CallManager Device Provisioning Device Weights: Base Values IP Phone Analog MGCP Ports Analog SCCP Ports CTI Route Point CTI Client Port CTI Server Port CTI 3 rd Party Control CTI Agent Phone (CTI application controls both a phone and an instance on the desktop) Intercluster Trunk H.323 Client/Gateway Messaging (Voice Mail) MoH Stream Device Type Digital MGCP T1 Gateway Ports Digital MGCP E1 Gateway Ports Transcoding Resource Media Termination Point (MTP) (Software) Conference Resource (Hardware) Conference Resource (Software) Weight per Session/ Voice Channel (N/A) Session/DS0 per Device 1 Varies Varies Varies Varies Varies Varies 20 Varies 24 Varies 24 Cumulative Device Weight 1 3 per DS0 3 Per DS0 72 per T1 90 per E1 Varies per Call 3 per call 3 per Session per Session 72 3 per Session 72 16

9 Additional CTI Scalability Limits Max CTI Devices per Server Max CTI Devices per Cluster Max CTI Devices per JTAPI Provider Max CTI Devices per TAPI Provider CTI Limit , Requires: MCS-7845 Notes Requires an MCS-7845 All CTI devices be equally provisioned across CM subscribers within the cluster Applies to the maximum # of CTI devices that can be assigned to an individual CTI client/server application Applies to the maximum # of CTI devices that can be assigned to an individual CTI client/server application 17 CallManager Package Weight Calculations Package Weight = [ (Base Device Weight) * ( BHCA per Controlled Device) / BHCA Factor) * (# of Devices) * (Call Handling Multiplier) ] Where:Base Device Weights = 1 for each IP Phone 2 for each CTI port 2 for each CTI Route Point 3 for each IP Phone monitored by a CTI application 3 for each CTI Agent Phone BHCA Factor increases by 1 for every 6 BHCA For example, BHCA Factor = 1 if BHCA is <= 6 2 if BHCA is between 7 and 12 3 if BHCA is between 13 and 18 and so forth CTI Call Handling Multiplier = 1 for Simple Call 1 for Redirect 2 for Blind Transfer 18

10 Device Weight Provisioning Example Case 1: 2500 CTI 6 BHCA Total Device Weight for a cluster 2500 Connections * [(Base Device Weight = 2) * (BHCA Factor = 6/6 = 1)] = 2500 * 2 * 1 = 5,000 Case 2: 2500 CTI 30 BHCA Total Device Weight for a cluster 2500 Connections * [(Base Device Weight = 2) * (BHCA Factor = 30/6 = 5)] = 2500 * 5 * 2 = 25,000 Increase by 5x!! 19 CTI Route Point Messages Example: IVR/AA Application Route Point Processes CMCTI Call Establishment Messages Route Point Issues CMCTI Call "Re-direct" Messages CTI Port 1 IP Phones CallManager EXE Process CTI Route Point CTI Port 2 etc OBSERVATIONS: CTI Port Processes CMCTI Call Establishment Messages Route Point BHCA Factor is the sum of the BHCA to all of its CTI Ports CTI Port Weight has an additional factor of 2 for issuing a blind transfer to each IP Phone Assuming that each successful IVR/AA session will end in a connect to the IP Phone extension; overprovision by making this assumption in your calculations CTI Port N CTI Call Handling Type Simple Call Re-direct Transfer Conference CTI Port Issues Transfer to the IP Phone Extension Multiplier Value

11 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy/High Availability (HA) Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 21 CallManager Applications HA CTI Manager Service Activation and Config CallManager Server CTI Manager (ctimanager.exe) CallManager (ccm.exe) App Provider CTI Device Control List CTIQBE SDL LDAP CTI Devices Directory Server ccm.exe ctimanager.exe sjc -ccm-a App Provider CTI Device Control List CTI Service parameters TAPI or JTAPI Application App Points to CTI Manager 22

12 CTI Accounts and Device Assignment The Application Is Another User Account to the CallManager Controlled Devices that Can Be Used by the App 23 CTI Applications Device Registration in Cisco CallManager CTI Application CallManager Server CTI Ports CTI RP IP Phones Associated Devices App Provider CTI Manager 3 CCM DB 1 2: Application authenticates via LDAP; this can be done either through CTI Manager or directly from the LDAP server List of the providers Associated Devices is retrieved from LDAP 3: CTI Manager registers the devices in the CallManager database of the subscriber (NOTE: this is done for each associated device at approximately ms per device) 4: Device handles are passed back to the application for control 24

13 CTI Applications Call Control Messaging Softphone Outbound Dial Example IP Softphone CallManager Server App Provider ctimanager.exe ccm.exe CTIQBE SDL SCCP Application Provider is the TSP provider for TAPI applications or JTAPI preferences for JTAPI applications The CTI application (via the apps provider) issues requests for call processing via CTIQBE messages sent to the CTI Manager process (ctimanager.exe) Internal SDL messages are sent from the CTI Manager process to the CallManager process making the request for the outdial CCM.EXE process carries out the MakeCall request using SCCP messages on behalf of the CTI application 25 CTI Manager Provisioning Option 1 CTI Device Distribution across CM Nodes CM1 is configured as the primary CTI Manager to handle CTI events for both Applications Call Routing functions distributed across CM subscriber servers CTI Manager on either CM2 or CM3 could be configured as the backup CTI Manager IP-IVR JTAPIUser Route Pt rp1 CTI Port ctip1 CTI Port ctip2 SP-Provider CTI Port ctip3 IP Softphone CTIQBE CTIQBE CallManager Server (CM1) CTIManager JTAPIUser rp1 ctip2 SP-Provider ctip3 ctip1 CallManager Cluster rp1 ctip1 CallManager Server (CM2) ctip2 CTIM CallManager Server (CM3) ctip3 CTIM Legend = CallManager Configured CTI Device (cti Port, Route Point, 3 rd Party Controlled Phone = Logical CTI Handle to Configured CTI Device 26

14 CTI Manager Provisioning Option 2 CTI App Dedicated to one Co-resident CTIM/CM Server Each CTI Application Provider is assigned their own CallManager server Devices are all dedicated per server Hot Standby servers (e.g.: CMBK) could be provisioned to handle all devices on a failed CM server IP-IVR CTIQBE Failover Server Configured on the CTI Provider CallManager Cluster CM1 CTIM CMBK CTIM CM2 CTIM CM3 CTIM CCC CTIQBE CTIQBE Softphone 27 CTI HA CallManager Failure Scenario Example: CRS IP-IVR (a JTAPI Application) CRS IP-IVR Application waits for 2 keepalive heartbeat signals at a specified heartbeat interval set in the CM Service Parameters menu AddrOutOfServiceEv TermOutOfServiceEv ProviderOutOfServiceEv CTIM CM Server1 Connected calls will remain unchanged until the call ends. Once the call ends CallObservationEndedEv Once the CTIManager connects to CM Server2 in the device group ProviderInServiceEv TermInServiceEv CM Server2 AddrInOfServiceEv NOTE: 3rd Party Applications Must Handle these Events in Order to Ensure Proper Handling of Redundancy Behavior!! 28

15 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy/High Availability Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 29 IP Telephony Call Deployment Model Single Site Scalability: Follow CTI Provisioning Scalability Guidelines (Device Weight Calculations Redundancy: Follow CTI Manager Provisioning Guidelines IP- IVR IP- IVR Web Server CMCTI CMCTI HTTP/ XML Primary CTIM in RED Backup CTIM in GREEN A HTTP/ XML IP WAN PSTN ISP/Remote Site Web Server 30

16 IP Telephony Call Deployment Model Distributed WAN Centralized Call Processing Same as Single-Site recommendation at the Central Site No CTI Manager redundancy at the remote site use Remote Survivability solutions at the branch office (i.e.: Single Remote Survivability Telephony, SRST, at the Remote Branch) to preserve phone calls SAN JOSE Central Site CMCTI Primary CTIM in RED Backup CTIM in GREEN I CT CM IP-IVR EDISON Branch Office 1 Softphone 2 CMCTI IP WAN Softphone PSTN SRST 31 IP Telephony Call Deployment Model Distributed WAN Distributed Call Processing Site B A B A B Site A P P PSTN DSP DSP DSP DSP IP WAN (Primary Voice Path) A B Gatekeeper P DSP DSP P B = Cisco Call Manager Cluster or ICS 7750 per site = Primary CTIM = Backup CTIM **Same **Same as as Single-Site Single-Site Recommendations, Recommendations, but but Applies Applies for for each each CM CM Cluster Cluster at at each each Remote Remote Location Location Site C 32

17 IP Telephony Applications and Security a Few Notes on Port Access Basic ESE Security Design Guidelines Deploy separate Voice and Data VLANs Apply Port filter restrictions to voice applications requiring access to data stores outside of the Voice VLAN CM Application Interface CTIQBE for TAPI/JTAPI SCCP HTTP RTP Port TCP 2748 TCP 2000 TCP 80 TCP 8080 UDP Commonly Affected Applications All CTI applications; Handles all CTI events between the CTI application client and the CTI Manager CTI Applications communicate via CTI Manager to instruct CM server to handle basic and supplementary call routing messages. These actual call routing messages are via SCCP. Phone Services, CRS (IP-IVR/ICD) HTTP subsystem. TCP 8080 is used for services using Apache Tomcat Servlet Engine All CTI applications and Phone Services using Streaming Media 33 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 34

18 IP Interactive Voice Response (IP IVR) Customer TDM Access Public Network Calls via VoIP Gateways TDM IP Intranet IP IVR Calls May Be Routed from Anywhere within the IP Network to the Cisco IP IVR Once the IVR Script Has Been Executed, Calls May be Transferred or Terminated Internet IP IP Cisco CallManager IP Phones IP Voice TDM Voice Call Control VoIP Calls Originated in the Internet Calls from an IP Phone 35 IP-IVR Applications Engine Platform Architecture E d i t o r ICD Queuing Application Server DB ASR Authentication TTS Speech Web browser Telephony HTTP ICM Web Server Application Server ASR TTS IP Network Web Web Server Browser Legend = IP Network = Telephony E n g i n e WFF AppFW Database JTAPI ICM ICM Enterprise Database LDAP PSTN CallManager 36

19 Applications Engine Editor Steps Building Your Logic IP-IVR Has Many Different Building Blocks that Interface with Many Message Stores HTTP interface to any enterprise web server or client ODBC call to any enterprise database RTP steaming operations LDAP Operations JTAPI request to transfer a call to an agent JTAPI request for call control operations Understand what Steps the IP-IVR Used in order to Properly Deploy Your Application! 37 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy Call Deployment Models Deployment Considerations IP-IVR, Softphone, IP Phone Services Design/Deployment Example 38

20 IP Phone Services Administrator Configuration Adding an IP Phone Service Added Phone Services Admin Configures the URL Associated with the Service Admin Can Set Optional Parameters that the User Can Configure 39 Phone Services User Configuration MAC Address 0009B77B87F4 Phone Services Supported for this Phone Model 40

21 Phone Services Initiation IP Phone CallManager Web Server Phone Service Script User-initiated HTTP GET (Services URL) HTTP RESPONSE HTTP RESPONSE HTTP GET Phone-initiated HTTP GET (Idle URL) HTTP RESPONSE HTTP GET Phone Serviceinitiated HTTP POST HTTP RESPONSE 41 IP Phone Services Configuration User Subscribed Services 2 Developer or CallManager Administrator copies the Web Script files to a Web (HTTP) Server that the CallManager will point to for IP Phone Services 3 CallManager Administrator adds IP Phone Services and makes it available to the users 4 User logs into CallManager User Preferences and configures which Services to be displayed on the phone Sample.asp XML Tags 5 User presses the Services button, which sends an HTTP GET message calling GetServicesMenu.asp, located on the CallManager where the IP Phone is configured 1 Web Developer creates the IP Phone Services Application Pros : User service flexibility Cons: No redundancy if deployed as -is 42

22 Phone Services Failover No Redundancy if Deployed as-is Services URL Location TFTP Downloaded to Phone Firmware During Initialization/Reset HTTP GET to getservicesmenu.asp, Located on CM1 CM1 X HTTP GET still fixed on getservicesmenu.asp, located on CM1!! CM Backup SCCP for Call Processing 43 Phone Services Redundancy Options Option 1: DNS Round Robin DNS matches host names to one IP address DNS randomly rotates through a list of several IP addresses, any one of which could be mapped to a DNS query for a send client requests to that server and clients receive a server IIS/ Tomcat HTTP DNS Server CCM-1 IIS/ Tomcat CCM-BK Caveats Caching may remember old server IP addresses. A failed server may still be in the DNS round-robin rotation in between cache refresh periods 44

23 Phone Services Redundancy Options Option 2: Using Cisco IOS-SLB Phone Services point to the Virtual IP (VIP) Address IIS/ Tomcat CCM-1 Virtual Address HTTP IOS-SLB (CAT6K) IIS/ Tomcat Real Addresses CCM-BK CHANGE to a NONROUTABLE ADDRESS Caveats Use Directed Mode instead of Dispatched Mode 45 Softphone Config Screens Softphone CallManager Registered User Associated Devices 46

24 Additional Deployment Model Considerations Call Admission Control for Roaming Clients Call Is Blocked Both Branches A and B have CM locations-based CAC SP-A (x1000) is assigned to CM -A CM-A will not allow calls due to occupied bandwidth that is not being used CM-B will have poor voice quality because SP-A is essentially stealing bandwidth that is allocated for other phones on the CM-B network x LAN CM-A CAC Accounts for Unused Bandwidth CTIQBE IP WAN CM-B LAN Call Is Processed with Poor Voice Quality PH-1 Branch A Used Bandwidth Unaccounted for by CAC SP-A PH-2 Branch B 47 Agenda Introduction to Enterprise IP Telephony Applications CallManager Applications Interfaces Common Cisco IP Telephony Applications General Design Considerations Scalability Redundancy Call Deployment Models Deployment Considerations Customer Response Solutions (CRS), Softphone, IP Phone Services Design/Deployment Example 48

25 Enterprise Widgets Inc. User Profile Centralized Call Processing Model Central Site: 200 Users 20 Exec Management 10 Admins 100 Sales Reps 30 mobile sales reps that travel between LA and Burbank 40 Operations and Support Remote Site: 50 Users 2 Branch Managers 2 Admins 46 Operations and Support Los Angeles IP-WAN Burbank 49 CTI Design Goals Scalability IP-IVR/AA Provisioning Majority of incoming calls to CRS are AA to a user extension and/or department (e.g.: HR, payroll, fitness center, etc ) 2 management execs assigned per admin Softphone Provisioning All Exec Management and sales reps receive Softphones Everyone is assigned a hardware 7960 IP Phone CTI Redundancy 50

26 Profiling Users for IPT Applications CRS (IP-IVR/AA) Functional Desc: Processes order status, product availability, option to transfer to an extension or the operator, etc... Use IVR Call Sizing techniques in order to determine the number of ports (reference: ESE CRS Systems Design Guide) Softphone Assume for this example that the requirements are for 200 BHCA w ith a Block Probability of 0.01 and a Call Treatment time of 90 seconds; using Erlang B calculations, this equates to ~ 10.8 or 11 IVR ports 150 Softphones for exec management and sales Only 1 line appearance will be assigned per Softphone user IP Manager s Assistant (IPMA) 2 Managers for every admin assistant IP Phone Service All users have access to IP phone services 51 Determining CTI Resources Required Central Site Application # of Required Devices # of Application Client/Servers Comments IP-IVR 1 RP 800/20 = 40 CTI ports 1 MCS7835 Standalone IVR supports max of 60 ports Softphone 150 CTI ports N/A 150 softphones assigned for management and sales; 1 line appearance (CTI port) per Softphone client IPMA 1 RP 10 3 rd Party Control Phones N/A (IPMA service located on CallManagers) 3 rd Party Control devices required for monitoring Managers status IP Phones 180 N/A Excludes the Management Exec phones (already included in IPMA) Remote Site Application IPMA IP Phones 1 RP 2 3 rd Party Control Phones 48 # of Required Devices N/A # of Application Client/Servers N/A (IPMA service located on CallManagers) Comments 3 rd Party Control devices required for monitoring Managers status Excludes the Management Exec phones (already included in IPMA) 52

27 Sizing up CTI for the Central Site Calculating CTI Device Weights L.A. IP-WAN Burbank Application IP-IVR # of Devices 11 CTI ports BHCA per Device 200 / 11 = ~ 19 Device Weight [(base weight = 2) * (BHCA factor = 19/ ~ 4) * (11 CTI ports)] = 88 Notes This weight only involves the CRS server impact on CallManager due to call processing. It does not account for CRS server capacity. Softphone IP Phones IPMA 1 Route Point 150 CTI ports rd Party Phones 1 Route Point [(base weight = 2) * (BHCA factor = 200/6 = ~ 34) * (1 Route Point)] = = 156 TOTAL IVR APP PACKAGE WEIGHT [(base weight = 2) * (BHCA factor = 6/6 = 1) * (150 CTI ports)] = 290 [(base weight = 1) * (BHCA factor = 6/6 = 1) * (200 IP Phones)] = 200 [(base weight = 3) * (BHCA factor = 6/6 = 1) * (20 3PC phones] = 60 [(base weight = 2) * (BHCA factor = 60/6 = 10) * (1 RP)] = 20 The IVR route point is assigned to the primary JTAPI trigger controlling the active IVR script 140 softphones assigned for management and sales; 1 line appearance (CTI port) per Softphone client. Estimate 6 BHCA as a default value per user Note 180 instead of 200. This is because IP phones for Exec Managers with IPMA are already counted as 3PC devices (which include the IP phone weight). 3PC devices for Managers include the weight of the hardware IP phone in the calculation 120 BHCA was calculated as the sum of all BHCA from the calls that would be redirected to the managers. Total Device Weight for Central Site CTI Devices: = Sizing up CTI for the Remote Branch Calculating CTI Device Weights L.A. IP-WAN Burbank Application IP Phones # of Devices 48 BHCA per Device 6 Device Weight [(base weight = 1) * (BHCA factor = 6/6 = 1) * (48 IP Phones)] = 48 IPMA 2 3 rd Party Controlled IP phones 6 [(base weight = 3) * (BHCA factor = 6/6 = 1) * (2 3PC phones)] = 6 1 Route Point 12 [(base weight = 2) * (BHCA factor = 12/6 = 2) * (1 RP)] = 4 Total Device Weight for Remote Branch CTI Devices: = 58 54

28 IPT Apps Hardware Provisioning Fitting in the Server Model Total Device Weight for the Solution: = 774 Example Server Models... Server Model MCS-7825 MCS-7835 (all models) MCS-7845 Max Server Weight ,000 % Server Capacity with Calculated CTI Device Weight (774 Units) **NOTE: These device weight calculations are just for CTI. They do not include supporting IPT infrastructure components (Gateways, Conference Bridges, Transcoders, etc...). ** Reference the ESE IP Telephony SRND for more info on provisioning infrastructure 55 Central Site Provisioning Assigning CTI Devices for Redundancy IP-IVR 1 Route Point (RP1) 11 CTI Ports 100 Softphones 150 CTI Ports Primary CTI Manager (on CM1) CTI Devices CTI Devices CTI Devices CTI Devices IVR DevPool DW = 156 SP DevPool DW = 290 CallMgr1 Group A 2 CM Cluster CM1 CM-Pub **Publisher Is the Backup Server in a 2 CM Server Cluster IPMA Phones 22 3PC Phones 1 RP CTI Devices CTI Devices IPMA DevPool DW = 280 IP Phones Backup CTI Manager (on CMBK1) Phone DevPool DW = 228 CallMgr 1 Group B 2 CM2 228 IP Phones CM BK2 Includes Devices at Remote Branches Current design guideline is to fail over to a dedicated backup CM server If adding this, then move the Publisher to a dedicated server! 56

29 Putting It Together VVLAN 110 IVR SLB for IP Phone Svcs CM1 CM-Pub VLAN 100 VVLAN = 120 IP-WAN SRST Los Angeles VLAN 100 for Data Clients VVLAN 110 for Voice Servers VVLAN 120 for Voice Endpoints (private addressing as per RFC1918) Burbank SRST for Remote Branch Failover Allocate extra bandwidth on top of IPT infrastructure bandwidth estimate to compensate worst condition for roaming clients on the 30 mobile Softphone users: 30 x 80kbps (for each endpoint using G.711) = +240 kbpson top of total IPT bandwidth provisioning **this value may be less if G.729 is used -> Reference ESE IPT SRND and PS-530 for design details 57 Closing Design Tips IP Telephony applications within the enterprise will differ based on: Hardware platform CPU, memory, I/O Software platform OS: Unix, Windows Development environment: Java, C, C++, Perl, ASP, etc In designing and developing your own IP Telephony application, recognize your resourcing factors Technical Skillsets for the Developer Operations and Maintenance personnel 58

30 Closing Design Tips (Cont.) Identify all of the application s required interfaces and message transactions to the CallManager and enterprise servers Recognize how the application uses the required interfaces to provide feature functionality no 2 applications are alike! Recognize the effect of the Call Processing Deployment model on your application Enterprise Deployment Model Single -Site Centralized-WAN Distributed-WAN May Affect Application Scalability Redundancy Bandwidth Provisioning Security etc Leveraging all of these Factors with Some of these Suggested Guidelines Will Help You to Provide a Better IP Telephony Applications Design for Your Enterprise 59 Please Complete Your Evaluation Form Session 60

31 61 References ESE Publications Cisco ESE Solutions Requirements Network Document (SRND): Cisco Publications Cisco CallManager Documentation: dex.htm Cisco Whitepaper: Cisco IOS Server Load Balancing and the Catalyst 6000 Family of Switches Other Related Networkers Presentations PS-5004: Designing an Enterprise IP Telephony Network PS-4011: Designing Advanced IP Phone Services 62

32 More Recommended Readings Cisco CallManager Fundamentals: A Cisco AVVID Solution ISBN: Developing Cisco IP Phone Services: A Cisco AVVID Solution ISBN: Available on-site at the Cisco Company Store 63 Acronyms AA API ASR Auto Attendant Application Programming Interface Automated Speech Recognition LDAP MOH ODBC Lightweight Directory Access Protocol Music On Hold Open Data Base Connectivity BHCA Busy Hour Call Attempts PA Personal Assistant CCC Cisco Conference Connection PSTN Public Switched Telephone Network CCM Cisco CallManager RP Route Point CCO Cisco Connection Online RTP Real-time Protocol CDR Call Detail Record SCCP Skinny Client Control Protocol CM CallManager SLB Server Load Balancing CRS Customer Response Solution SP Softphone CTI Computer Telephony Integration SQL Structured Query Language CTIM CTI Manager TAPI Telephony API CTIQBE CTI Quick Buffer Encoding TSP TAPI Service Provider DB Database TUI Telephony User Interface DBL Database Layer VPN Virtual Private Network DN Directory Number WAN Wide Area Network DTMF Dual Tone Multi-frequency XML extensible Markup Language EM Extension Mobility ICD Intelligent Contact Distribution IP Internet Protocol IVR Interactive Voice Response HTTP Hyper-Text Transfer Protocol JTAPI Java Telephony API 64