Case Study for Large Scale Centralized SIP Trunk Implementation

Transcription

1 Case Study for Large Scale Centralized SIP Trunk Implementation BRKUCC-2931 Jason Holt July 19,

2 Housekeeping Issues Please silence your cell phones Feel free to step out as needed This is a non smoking venue Remember to fill out your Evaluations Visit the World of Solutions Questions? 2

3 Session Objectives Understand this Centralized SIP architecture over MPLS Learn about an alternative Dial Plan solution (pros and cons) Show design challenges for a centralized architecture Identify possible issues of Centralized SIP Trunk Share design ideas and lessons learned 3

4 Scope and Context Case study for a specific architecture and financial customer requirements Design and lessons learned can be applied to Enterprise environment It is not about boxes or SIP Service Provider architecture Design was done in Nov/Dec 2008 Pilot started in Jan 2009 (CUCM 6.x) CUCM 7.x and 8.x have additional features and options for SIP Showing a simplified version of the design (several months in 2 hours) 4

5 genda Customer Requirements Design Challenges Dial Plan Design Call Routing Design Implementation Issues 5

6 Customer Requirements 6

7 Lower Total Cost of Ownership Centralized call control captures an additional 4-8% TCO savings Cuts administrative overhead by centralizing management and minimizing resources required to update/change services SIP Trunking provides additional TCO savings of up to 12-26% Lowers costs by reducing the number of PSTN circuits Reduce administration & maintenance costs of supporting multi-vendor PBXs More flexibility & less complexity when provisioning for traffic patterns Comparison of Monthly Voice Connectivity Operating Costs Per Seat (TDM versus SIP) Cost Category TDM With SIP Trunking DID $4-6 $5-8 Channel Cost PRI $27-37 $3-6.8 (assumes a 5x to 8x reduction in channels based on concurrent call density) MPLS data service Not applicable $ (assumes each branch has 10 to 20 users) SIP Equipment Not applicable $1-2.1 Total Cost $31-43 $

8 Customer Requirements for This Case Study 2700 Sites 50,000 IP Phones UCM 6.1(2) (8.5 Today) Unity 5.0 (CUC 8.0 Today) CER 2.0(3) (8.0 Today) Centralized SIP trunk (MPLS) 10 digit dialing for US PSTN calls No local calls No local TDM PSTN access G.729 for PSTN and inter site No Centralized MTP Green Field (Keep existent DID) ll sites are remote over MPLS Hub site for signaling only Redundant pplications on two datacenters (CUCM, CUC,,GK) Clustering over the WN US only sites on several states PSTN ccess over MPLS WN Plan for Future Contact Center 8

9 Traditional Topology West SB C PSTN East Datacenter E Cluster 2 GK GK Cluster 2 MPLS Cluster 1 SB C Cluster 1 Flow Through or Media nchored 9

10 MPLS Topology (Requirement) SUB PUB MoH Cluster 2 TFT P GK West SB C PSTN Fiber North East GK SUB MoH TFT P CoW C2 SUB PUB MoH TFT P Geographical Redundancy MPLS SUB MoH TFT P Cluster 1 West Datacenter SB C Fiber South East Datacenter CoW C1 PSTN 10

11 MPLS Topology (Not on the Scope) Total of Seven Clusters West PSTN East SB C Cluster C2 GK GK CoW C2 MPLS Cluster C1 SB C CoW C1 PSTN 11

12 Clustering over the WN West Datacenter CER C1 CER1-W Unity C1 DR Standby CUCM C1 C1-PUB-W C1-TFTP-W Clustering over the WN North Fiber East Datacenter CUCM C1 Unity C1 C1-TFTP-E CUC1-E CER C1 CER1-E CUC1-W GK-W C1-SUB1-W South Fiber C1-SUB1-E CUC2-E GK-E SB C SFTP-W C1-SUB2-W C1-SUB2-E SFTP-E SB C C1-SUB3-W C1-SUB3-E C1-SUB4-W C1-SUB4-E 12

13 RTP Voice Path Requirement (RTP) West PSTN East SB C Cluster C2 GK GK CoW C2 X MPLS Cluster C1 SB C Flow round or Media Release CoW C1 MTP PSTN 13

14 Signaling Path Datacenter W West SB C PSTN East Datacenter E Cluster C2 GK GK CoW C2 MPLS Cluster C1 SB C CoW C1 PSTN 14

15 Deployment Scenarios Centralized Deployment Model Central SIP trunk (Centralized Signaling and Media) Distributed Deployment Model SIP trunks per location (Direct Signaling and Media) MPLS Deployment Model Centralized signaling, Direct media Hybrid Deployment Model Centralized, distributed, PSTN 15

16 Design Challenges 16

17 Centralized SIP Trunk Design Challenges MoH Central Site Device Pool Non Ported DIDs FX DTMF SRST 17

18 Centralized SIP Trunk Design Challenges MoH 18

19 MoH with Local PSTN ccess Datacenter W West SB C PSTN East Datacenter E Cluster C2 GK GK CoW C2 X MoH MPLS MoH Cluster C1 SB C Max Hop (TTL) = 1 Multicast ddr: RTP Port: Multicast ddr: RTP Port: MoH CoW C1 PSTN Hold 19

20 RTP - MoH MoH for Centralized SIP Trunk (Distributed) One Single Datacenter PSTN W Trunk West SB C PSTN East Multicast Between Customer and Service Provider Datacenter E Cluster C2 GK GK CoW C2 MoH X MPLS MoH Cluster C1 SB C Flood Network with Multicast MoH Traffic from ll Sites CoW C1 20

21 MoH for Centralized SIP Trunk (Unicast) Datacenter W West SB C IP PSTN East Datacenter E Cluster C2 GK GK CoW C2 MoH MPLS MoH Cluster C1 SB C CoW C1 PSTN Hold 21

22 Centralized SIP Trunk Design Challenges MoH Centralized MoH Limited to 50 Central Site Device Pool 22

23 Device Pool and Region (CODEC) HQ Device Pool GW-HQ or SIP trunk, Unity VM, IP phones, MoH server G.711/G722 internally, G.729 with other regions PSTN MPLS GW HQ Unity MoH Cluster C1 Site Device Pool GW-Site-, IP phones G.711/G722 internally, G.729 with other regions Site PSTN 23

24 Device Pool and Region (CODEC) DC Device Pool X Unity VM, IP phones, MoH server, SIP trunk G.711/G722 internally, G.729 with other regions PSTN I P PSTN X Cluster 2 Unity MoH MPLS DC Cluster C1 Site 24

25 Device Pool and Region (CODEC) DC Device Pool PSTN I P PSTN Unity DC IP phones only G.711/G.722 internally, G.729 with other regions Multiple Device Pools Unity, SIP trunks, ICT trunks, MoH server MPLS Cluster 2 DC MoH Cluster C1 G.729 only Site Device Pool GW-Site-, IP phones G.711/G722 internally, G.729 with other regions Site 25

26 Centralized SIP Trunk Design Challenges MoH Centralized MoH Limited to 50 Central Site Device Pool Multiple Device Pools for Devices on Datacenters Non Ported DIDs 26

27 DID Not Ported to the SIP Trunk Restriction Depending on the region, some DID cannot be ported to the SIP Trunk CLEC does not have an agreement in place to port numbers away with the current ILEC or CLEC providing the service Consequence SIP trunk provider will not own the DID for some sites Incoming calls require a local TDM trunk with local carrier Outbound calls (local, 911 and TFN) cannot be routed via SIP trunk Requirement Customer still wants to send outbound calls via SIP trunks 27

28 Call Flow (DID Ported) Outbound Signaling Outbound Signaling West IP PSTN East Inbound Signaling SB C Cluster C2 GK GK CoW C2 MPLS Cluster C1 SB C CoW C1 28

29 Call Flow Inbound (To DID Not Ported) Inbound Signaling West IP PSTN East SB C Cluster C2 GK GK CoW C2 MPLS Cluster C1 SB C CoW C1 TDM RTP PSTN 29

30 Outbound Signaling Cluster C2 Call Flow Outbound (From DID Not Ported) GK West SB C X IP PSTN East LD Trunk (Outbound) LD International GK CoW C2 MPLS Cluster C1 SB C CoW C1 PSTN PSTN 30

31 Outbound Signaling Cluster C2 Call Flow Outbound (From DID Not Ported) GK West SB C IP PSTN East Local Calls 911 TFN GK CoW C2 MPLS Cluster C1 SB C CoW C1 RTP TDM PSTN 31

32 Centralized SIP Trunk Design Challenges MoH Centralized MoH Limited to 50 Central Site Device Pool Non Ported DIDs Multiple Device Pools for Devices on Datacenters Requires a Different Call Flow and Different Call Routing FX 32

33 Support for FX Issue Back in 2008/09 the carrier had no support for FX over SIP trunk Customer has centralized FX solution but it is not widely available Requirements On small sites (about 2000) main FX is directly connected to POTS line dditional fax machines in small sites use FXO/FXS on local GW FXO and FXS used for fax are not controlled by CUCM 33

34 Fax Call Flow (FXO/PRI) IP PSTN Unity Cluster 2 MoH MPLS DC Cluster C1 FX PSTN N x FXO (or) PRI Site 34

35 FX over SIP Centralized fax server with G.711 to SIP trunk Need dedicated SIP trunks for Fax DID forcing G.711 Distributed fax with G.711 between SIP trunk and remote sites Need to reserve BW for Fax (CC + QoS) Fax can run over the same SIP trunk as voice Need to detect fax tone and change codec with re-invite Non centralized FX still needs BW reservation for G.711 Centralized/Distributed T.38 Fax Looking for SIP carrier support and working case 35

36 Centralized SIP Trunk Design Challenges MoH Centralized MoH Limited to 50 Central Site Device Pool Non Ported DIDs FX Multiple Device Pools for Devices on Datacenters Requires a Different Call Flow and Different Call Routing Not Supported on SIP Trunk; Handled by Site GW SRST 36

37 Call Flow on SRST (Small Site) IP PSTN Unity Cluster 2 MoH MPLS DC Cluster C1 PSTN FX N x FXO 911 Call Back Main Number FXO Port 911 Only SRST Site 37

38 Call Flow on SRST (Medium/Large Site) IP PSTN Unity Cluster 2 MoH MPLS DC Cluster C1 PSTN FX N x PRI Inbound Main Number 911 Local/LD Intl/TFN SRST Site 38

39 Centralized SIP Trunk Design Challenges MoH Centralized MoH Limited to 50 Central Site Device Pool Non Ported DIDs FX SRST Multiple Device Pools for Devices on Datacenters Requires a Different Call Flow and Different Call Routing Not Supported on SIP Trunk; Handled by Site GW Limited ccess via FXO (Small) PRI for Medium/Large Site DTMF 39

40 DTMF over SIP Trunk CUCM Only ccepts RFC2833 If There Is a SIP Call Leg X RFC2833 IP PSTN SIP It Was Originally Designed with H.323 H.323 SCCP Cluster 1 XMTP RFC2833 IP PSTN SIP SIP SCCP Cluster 1 Check Phone Models Check Phone Firmware 40

41 Centralized SIP Trunk Design Challenges MoH Centralized MoH Limited to 50 Central Site Device Pool Non Ported DIDs FX SRST Multiple Device Pools for Devices on Datacenters Requires a Different Call Flow and Different Call Routing Not Supported on SIP Trunk; Handled by Site GW Limited ccess via FXO (Small) PRI for Medium/Large Site DTMF SIP Trunk and Check IP Phone 41

42 Dial Plan Design 42

43 Design Requirements 2700 sites 50,000 IP phones Centralized SIP trunk (MPLS) No local TDM No 7 digit local dialing No 11 digit LD dialing 10 digit dialing for PSTN calls Same site extension dialing (4 digits) Local PSTN access for 911 on SRST only void numbers overlap that causes IDT Reserve a internal DN range for CC agents lternative for 911 misdialing issues Keep existent DID 43

44 Dial Plan Design 10 Digit DN, PSTN Like 9 as access code for PSTN calls digit DN digit DN 9 as access code for PSTN calls 4 Digits for same site dialing (last 4 of DN) DN Cannot Start with 9 User Doesn t Know If Number Is on PSTN or nother Branch User Doesn t Know If Remote Branch Has Been Migrated 4-Digit Extension Cannot Start with 9 User Will lways Dial 9 Same site can use: * + last 4 digits of DN Can use 0 for operator Can use leading 1 for internal/service numbers 44

45 Dial Plan Restriction 10-digits dialing for local and long distance calls Eleven digit and seven digit dialing will not be accepted ll IP Phones will have a 10 digit directory number (DID) Users will dial 10-digits for IP phones on any cluster Internal calls to any site will be routed directly via WN Same site calls will use an access code plus 4 digit extension Reserve a range of non-did DN for future CC agents Customer Request Design Two Dial Plans and Present Pros/Cons 45

46 Dial Plan Option 1 (ccess Code) Option 1 (DN=10 digit) ccess Code 9 and * First Digit User Dial Description Type 0 0 Operator TP 1 100XXXXXXX CTI Ports/RP DN/RP 1 1[1-3]XXX Call Park DN 1 14XXXXX Contact Center Extensions DN Emergency RP (UP) Emergency RP (UP) 9 9.[2-9]XXXXXXXXX LD and DN RP/TP ! / 9.011!# International RP # #XXXXXXXXXX Forward VM DN * *XXXX Site Extension TP 2-8 Not Used Free 46

47 Dial Plan 1 (ccess Code) Two Types of ccess Code: 9 for PSTN calls and Internal DN on other sites/cluster * for same site extension dialing Limitations: Corporate directory: Use must edit to dial Dial back (missed call and received calls): Use must edit to dial Discard 9 before routing internal 10-Digit DN: Requires a TP System cannot distinguish between PSTN and DN Existent 911 misdialing issues Cannot use * for analog phones or International (+) 47

48 Dial Plan Option 2 (PSTN Flat) Option 2 (DN=10 Digit) PSTN Flat First Digit User Dial Description Type 0 00 Operator TP 0 011! / 011!# International RP 1 100XXXXXXX CTI Ports/Unity Ports/RP DN/RP 1 1[1-3]XXX Call Park DN 1 14XXXXX Contact Center Extensions DN Emergency RP (UP) # #XXXXXXXXXX Forward VM DN * *XXXX Site Extension TP [2-9] [2-9]XXXXXXXXXX LD and DN DN/TP 48

49 Dial Plan 2 (PSTN Flat) User Dialing: Plain 10 digit for PSTN calls and Internal DN on other site/cluster * for same site extension dialing Limitations: System cannot distinguish between PSTN and DN Cannot use * for analog phones or International (+) Cannot reserve 0 for Operator Different user experience: No ccess Code, no Sec Dial Tone 49

50 Call Routing Design 50

51 Intercluster and PSTN Routing Distribute 2700 sites across CUCM clusters How to route between clusters? Gatekeeper controlled ICT Site DN range segmented (Over 11K RP) prefixes is too much for GK Regionalize Clusters Group sites by State or Region (rea Code) Route between clusters by rea code Reroute rejected calls from GK or Cluster ll PSTN calls will hit the GK Unassigned DN will cause routing loop 51

52 Regional Cluster rchitecture Less the 200 Patterns PSTN 1 2 V: 276, 434, 540, 571, 703, 757, 804 WV: 304 SB C SB C Cluster C1 Cluster C2 Cluster C3 Cluster C Cluster C5 G: 229, 404, 470, 478, 678, 706, 762, 770, 912 L: 205, 251, 256, 334 SC: 803, 843, 864 GK GK Less the 200 Patterns NC: 252, 336, 704, 828, 910, 919,

53 Call Routing Outbound Signaling Outbound Signaling Datacenter W West SB C IP PSTN East Inbound Signaling Datacenter E Cluster C2 GK GK CoW C2 MPLS Cluster C1 SB C CoW C1 PSTN 53

54 Outbound Call PT-Internal ll Cluster DN DID [2-9]XX-XXX-XXXX Non DID 100-XXX-XXXX UCCE 14XXXXX IP Phones Route Points CSS-SITE-X-LD (Device) Unassigned DN TP [2-9]SS-SSS-SSXX => ???? Unity Call Handler Site Specific Non DID DN *222X PT-Site-X Call Park 11XX Operator TP 00 => 10 Digit DN Cluster C2 Cluster C3 Site Extension TP *SSXX => 10 Digit DN Cluster C4 Cluster C5 PT-LD RP [2-9]XX-XXX-XXXX Cluster rea Codes RP -XXX-XXXX RL-GK 1 2 RG-GK GK-East GK-West Cluster C6 Cluster C7 International RP 011! / RP 011!# RL RG EST PSTN EST TFN: RP 8FF-XXXXXXX WEST PSTN WEST IPCCE (Reserved) RP 14XXXXX RL-ENT PT-Global Block RP [2-8]11 RP [79]00XXXXXXX RP 976XXXXXXX RP [2-9]XX976XXXX TP RP 911 CER 54

55 Outbound Call (Example Same Cluster) CSS-SITE-X-LD (Device) PT-Internal ll Cluster DN DID [2-9]XX-XXX-XXXX Non DID 100-XXX-XXXX UCCE 14XXXXX Unassigned DN TP XX => IP Phones Route Points Unity Call Handler PT-Site-X PT-LD PT-Global Site Specific Non DID DN *222X Call Park 11XX Operator TP 00 => 10 Digit DN Site Extension TP *44XX => XX RP [2-9]XX-XXX-XXXX TFN: RP 8FF-XXXXXXX Cluster rea Codes RP 919-XXX-XXXX International RP 011! / RP 011!# IPCCE (Reserved) RP 14XXXXX Block RP [2-8]11 RP [79]00XXXXXXX RP 976XXXXXXX RP [2-9]XX976XXXX TP RP RL-GK RL RL-ENT CER 1 2 RG-GK RG GK-East GK-West EST WEST Cluster C2 Cluster C3 Cluster C4 Cluster C5 Cluster C6 Cluster C7 PSTN EST PSTN WEST

56 Outbound Call (Example Different Cluster) CSS-SITE-X-LD (Device) PT-Internal ll Cluster DN DID [2-9]XX-XXX-XXXX Non DID 100-XXX-XXXX UCCE 14XXXXX Unassigned DN TP XX => IP Phones Route Points Unity Call Handler PT-Site-X PT-LD PT-Global Site Specific Non DID DN *222X Call Park 11XX Operator TP 00 => 10 Digit DN Site Extension TP *44XX => XX RP [2-9]XX-XXX-XXXX TFN: RP 8FF-XXXXXXX Cluster rea Codes RP 919-XXX-XXXX International RP 011! / RP 011!# IPCCE (Reserved) RP 14XXXXX Block RP [2-8]11 RP [79]00XXXXXXX RP 976XXXXXXX RP [2-9]XX976XXXX TP RP RL-GK RL RL-ENT CER 1 2 RG-GK RG GK-East GK-West EST WEST Cluster C2 Cluster C3 Cluster C4 Cluster C5 Cluster C6 Cluster C7 PSTN EST PSTN WEST

57 Outbound Call (dditional Requirements) PT-Internal ll Cluster DN DID [2-9]XX-XXX-XXXX Non DID 100-XXX-XXXX UCCE 14XXXXX IP Phones Route Points CSS-SITE-X-LD (Device) Unassigned DN TP [2-9]SS-SSS-SSXX => ???? Unity Call Handler CSS-SITE-X-ENT (Device) PT-Site-X PT-LD PT-ENT PT-Global Site Specific Non DID DN *222X Call Park 11XX Operator TP 00 => 10 Digit DN Site Extension TP *SSXX => 10 Digit DN RP [2-9]XX-XXX-XXXX TFN: RP 8FF-XXXXXXX Cluster rea Codes RP -XXX-XXXX International RP 011! / RP 011!# RP [2-9]XX-XXX-XXXX IPCCE (Reserved) RP 14XXXXX Block RP [2-8]11 RP [79]00XXXXXXX RP 976XXXXXXX RP [2-9]XX976XXXX TP RP RL-GK RL RL-ENT CER 1 2 RG-GK RG GK-East GK-West EST WEST Cluster C2 Cluster C3 Cluster C4 Cluster C5 Cluster C6 Cluster C7 PSTN EST PSTN WEST

58 Incoming Calls (Cluster) Cluster C2 Cluster C3 Cluster C4 Cluster C5 Cluster C6 Cluster C7 GK-East GK-West CSS-INCOMING PT-Internal ll Cluster DN DID [2-9]XX-XXX-XXXX Non DID 100-XXX-XXXX UCCE 14XXXXX Unassigned DN TP [2-9]SS-SSS-SSXX => ???? IP PSTN PT-911-CallBack TP <ELIN> 913XXXXXXXXXX (One TP per Site) PSTN GW 58

59 Implementation Issues 59

60 SIP Trunk Issues During Pilot No Outbound Calls to Outbound Calls Rejected Incoming Calls from Stopped Working Voice Quality on Outbound Call Leg Voice Quality of Recorded VM Messages/Greetings 60

61 No Outbound Calls to 61

62 SIP Trunk Issues During Pilot No Outbound Calls to Check If Uses TCP or UDP Outbound Calls Rejected 62

63 SIP Trunks on CUCM (Inbound) No Geographical Redundancy for Incoming Calls West PSTN East Incoming Call to rea Code 408 NP 408 NP 919 Incoming Call to rea Code 919 Cluster 1 NP 408 NP 919 Cluster 2 63

64 SIP Trunks on CUCM (Outbound) No Geographical Redundancy for Outbound Calls West PSTN East Outbound Call from rea Code 408 NP 408 NP 919 Where Should Send Outbound Calls? Cluster 1 NP 408 NP 919 Cluster 2 64

65 SIP Trunks on CUCM (Solution) West PSTN East Outbound Call from rea Code 408 NP 408 NP 919 Outbound Call from rea Code 919 Cluster 1 NP 408 NP 919 Cluster 2 65

66 Geographical Redundancy for Outbound Calls Outbound Call from rea Code 408 HMR (Header Manipulation Rule) to Prefix a FQDN NP 408 West PSTN East NP 919 NP 408 NP 919 Cluster 1 Cluster 2 66

67 dditional Geographical Redundancy PSTN Use SIP Option to Check vailability and Move to Secondary dded Two More SIP POP on Carrier Network SB C SB C Cluster C1 Cluster C2 67

68 SIP Trunk Issues During Pilot No Outbound Calls to Outbound calls Rejected Check If Uses TCP or UDP DID ssignment on Redundant or SIP Providers Incoming Calls from Stopped Working 68

69 SIP Trunk for Incoming PSTN Calls Multiple SIP trunks between CUCM and Which SIP trunk will receive the incoming call? CUCM 8.5 Error Message When Configuring Second SIP Trunk with the Same SIP Sec Profile: Unmapped Exception the Destination ddress " " Conflicts with the Destination ddress in "TR-EST-03-EO2". Both Have the Same Incoming Port "5060" Specified in their SIP Trunk Security Profiles. Update so that the Destination ddresses and Incoming Ports re Unique. 69

70 SIP Trunk for Incoming PSTN Calls 70

71 SIP Trunk Issues During Pilot No Outbound Calls to Outbound Calls Rejected Incoming Calls from Stopped Working Check If Uses TCP or UDP DID ssignment on Redundant or SIP Providers Which SIP Trunk Handles Incoming Calls? Check CSS Voice Quality on Outbound Call Leg 71

72 Voice Quality on Outbound Call Leg Issue Incoming audio to IP Phone is fine but PSTN user receives bad audio Problem is intermittent Inbound and Outbound calls IP PSTN PSTN User Chooses Listening RTP Port Unity Can happen to any cluster Cluster 2 Troubleshooting Outbound RTP not always correctly marked MPLS DC Cluster 1 Switch configured to mark all RTP packets based on RTP port number (range 16384K to 32768K) Cause Phone sends RTP on non standard port range as requested by far end () configured to use port range 10,000 to 40,000 Packets Marked as BE May Be Dropped Site RTP May Be Remarked as BE IP Phone Sends udio to Selected RTP Port 72

73 SIP Trunk Issues During Pilot No Outbound Calls to Outbound calls Rejected Incoming Calls from Stopped Working Voice Quality on Outbound Call Leg Check If Uses TCP or UDP DID ssignment on Redundant or SIP Providers Which SIP Trunk Handles Incoming Calls? Check CSS QoS => Check UDP Port Range Voice Quality of Recorded VM Messages/Greetings 73

74 Quality of Voice Mail Messages Issue Message or Greeting recorded had lower quality. Troubleshooting PSTN calls and IP phone calls are G.729. CUC configured to record messages with G.729 Incoming G.729 audio on Unity had good quality. IP PSTN MPLS Cluster 2 DC Unity MoH Cluster 1 Outbound G.729 audio had low quality. Cause CUC converts all audio to PCM before recording on selected format. Changing CUC to record greetings and messages with G.711 fixed the problem. Site 74

75 SIP Trunk Issues During Pilot No Outbound Calls to Outbound Calls Rejected Incoming Calls from Stopped Working Voice Quality on Outbound Call Leg Voice Quality of Recorded VM Messages/Greetings Check If Uses TCP or UDP DID ssignment on Redundant or SIP Providers Which SIP Trunk Handles Incoming Calls? Check CSS QoS => Check UDP Port Range Record Messages with G

76 SIP Trunk Issues During Pilot (Part 2) No DTMF on PSTN Cross Cluster Calls (RFC2833) Media Cut Through Delay No Ring Back on Outbound Calls Very Early Media No Ring Back on Blind Transfer Reroute on Reject Broken Other SIP Trunk Customer on Same Provider May (VoIP) Require G

77 SCCP SCCP Cross Cluster DTMF X RFC2833 IP PSTN SIP SIP Cluster 1 H.323 Cluster 2 SCCP SIP Unity 2 RFC2833 H.323/SCCP Unity 1 X RFC2833 SCCP Cluster 1 H.323 Cluster 2 SIP Unity 77

78 SCCP Cross Cluster DTMF (Solution) RFC2833 IP PSTN SIP SIP Cluster 1 SIP Unity Pilot H.323 Cluster 2 SCCP Unity 2 RFC2833 RFC2833 Unity 1 78

79 Cross Cluster DTMF (Similar Scenarios) Turrets connected via TDM to one cluster but providing devices for sites on other clusters. PSTN incoming SIP Calls re-routed via H.323 ICT. Same situation for TDM PBX with DID ranges belonging to multiple clusters. Cross Cluster transfer or forwarding of CC calls. Incoming lternate Solutions Use dedicated SIP Trunks between clusters. Not Scalable. Route PSTN calls directly from with more specific routing. What about internal calls? Convert ICT to SIP and use SME to centralize call routing 79

80 Cross Cluster DTMF (Similar Scenarios) PSTN 1 2 Contact Center IVR SB C SB C Turrets SIP MGCP Cluster C1 Cluster C2 Cluster C3 Cluster C4 Cluster C5 PBX H.323 SCCP H.323 GK GK 80

81 SIP Trunk Issues During Pilot (Part 2) No DTMF on PSTN Cross Cluster Calls (RFC2833) Dedicated SIP ICT Trunk to rroute Unity RP cross Clusters Media Cut Through Delay No Ring Back on Outbound Calls 81

82 Delayed Offer to Early Offer Interworking Requires Media Flow Through (Media nchored) Sends Its Own IP ddress and RTP Port on SDP INVITE INVITE (Offer SDP) 180/200 (Offer SDP) CK (nswer SDP) 180/200 (nswer SDP) SP VoIP Session Established Session Established 82

83 Delayed Offer to Early Offer (Flow round) Sends Its Own IP ddress and RTP Port on SDP Flow round (Media Release) Sends SDP with IP ddress/port of IP Phone INVITE INVITE (Offer SDP) CUCM Send CK with SDP 180 (Offer SDP) CK (nswer SDP) RTP (Early Media) 180 (Sess. Progress SDP) Re-INVITE (New SDP) 200 OK SP VoIP IVR Media Cut Through Delay 200 OK Session Established 83

84 Delayed Offer to Early Offer (PRCK) INVITE INVITE (Offer SDP) 183 (Offer SDP, 100rel) PRCK (SDP) 200 OK 180 (Sess. Progress SDP) Re-INVITE (New SDP) 200 OK SP VoIP IVR Session Established RTP (Early Media) IP Phone Opens Send and Receive Channel 84

85 SIP Trunk Issues During Pilot (Part 2) No DTMF on PSTN Cross Cluster Calls (RFC2833) Media Cut Through Delay No Ring Back on Outbound Calls Dedicated SIP ICT Trunk to Route Unity RP cross Clusters Configure UCM to Use PRC (SIP Rel1XX Enabled) Very Early Media Fast nswer 85

86 Delayed Offer to Early Offer (Very Early Media) INVITE INVITE (Offer SDP) 183 (Offer SDP, 100rel) PRCK (SDP) 200 OK 180 (Sess. Progress SDP) 200 OK RTP (Very Early Media) SP VoIP IVR Re-INVITE (New SDP) Session Established 86

87 CUCM 8.5 Early Offer INVITE (Offer SDP) 183 (Offer SDP, 100rel) 180 (Sess. Progress SDP) SP VoIP IVR 200 OK 200 OK RTP (Very Early Media) Session Established 87

88 SIP Trunk Issues During Pilot (Part 2) No DTMF on PSTN Cross Cluster Calls (RFC2833) Media Cut Through Delay No Ring Back on Outbound Calls Very Early Media Fast nswer Dedicated SIP ICT Trunk to Route Unity RP cross Clusters Configure UCM to Use PRC (SIP Rel1XX Enabled) Flow Through Media nchored No Ring Back on Blind Transfer nnunciator Reroute on Reject Broken Caused by nnunciator Need Dedicated MRGL Group 88

89 New Developments 89

90 Contact Center Separation PSTN 1 2 Contact Center SB C SB C SB C Cluster C1 Cluster C2 Cluster C3 Cluster C4 Cluster C5 90

91 New Clusters PSTN dded Cluster C8 (Innovation Cluster) New and dvanced Solutions in Production dded Two More Clusters (C6/C7) for Expected Growth and Scalability SB C SB C Cluster C8 Cluster C7 Cluster C1 Cluster C2 Cluster C3 Cluster C4 Cluster C5 Cluster C6 91

92 Benefits of SME rchitecture Centralized Dial Plan Can use SIP Trunks between cluster Multiprotocol Move 3 rd party systems out of cluster o Fax o Turrets o Contact Center o PBX Better dial plan management and interface then GK/SME Reduced number of SIP trunks on cluster 92

93 SME rchitecture PSTN IVR Contact Center SB C SB C SIP SIP Covered on BRKUCC2450 SME Design SB C SIP SB C SIP SB C SIP SIP FX PBX H.323 MGCP Turrets PBX H.323 Cluster C4 SIP SIP SIP SME SIP SIP SIP SIP SIP Cluster C8 Cluster C1 Cluster C2 Cluster C3 Cluster C5 Cluster C6 Cluster C7 93

94 Summary Deployment model: SIP over MPLS Design challenges Flat dial plan without access code for PSTN Possible issues and workarounds Test on lab and pilot until you break something Define a very comprehensive pilot 94

95 Complete Your Online Session Evaluation Receive 25 Cisco Preferred ccess points for each session evaluation you complete. Give us your feedback and you could win fabulous prizes. Points are calculated on a daily basis. Winners will be notified by after July 22nd. Complete your session evaluation online now (open a browser through our wireless network to access our portal) or visit one of the Internet stations throughout the Convention Center. Don t forget to activate your Cisco Live and Networkers Virtual account for access to all session materials, communities, and on-demand and live activities throughout the year. ctivate your account at any internet station or visit 95

96 Visit the Cisco Store for Related Titles 96

97 97

98 Thank you. 98