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Afrina Naznin (063514056)
1. Assignment
CISCO IP Telephony Solutions, Installation and Configuration
ETE -605 IP Telephony
Overview
ETE-605 IP Telephony
Prepared by:
Afrina Naznin
ID# 063514056
MS in ETE Program
Prepared for:
Dr.Mashiur Rahman
Department of Computer Science
North South University
Date:
15th April 15, 2008
North South University
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2. What is IP telephony?
IP telephony (Internet Protocol telephony) is a general term for the technologies that use
the Internet Protocol's packet-switched connections to exchange voice, fax, and other
forms of information that have traditionally been carried over the dedicated circuit-
switched connections of the public switched telephone network (PSTN). Using the
Internet, calls travel as packets of data on shared lines, avoiding the tolls of the PSTN.
The challenge in IP telephony is to deliver the voice, fax, or video packets in a
dependable flow to the user. Much of IP telephony focuses on that challenge.
Benefits of IP telephony :
The most significant benefit of IPT and driver of its evolution is money-saving and easy
implementation of innovative services:
• In the future, Internet Telephony Service Providers (ITSP) may use a single
infrastructure for providing both, Internet access and Internet telephony .
• Now, customers may take advantage of flat Internet rating vs. hierarchical
PSTN rating and save money while letting their long-distance calls be routed
over Internet.
• The IPT users may also profit of its software-oriented nature: software
solutions may be easily extended and integrated with other services and
applications.
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3. What is Cisco system?
One of the leading manufacturers of network equipment. Cisco's primary business is in
internetworking products, such as routers, bridges, and switches.A large supplier of
networking hardware and software, including router and security products.A company
that makes network equipment.
Cisco IP Telephony
With voice now supported over our data networks, it is possible to remove the costly
PBX and replace it with a voice and data gateway implementing IP Telephony. More
likely than not the gateway could be a router which already exists in the corporate
network .Corporate have traditionally separated their voice and data networks ,doubling
the cost of equipment and maintenance, support staff and training .Today , voice and data
can be consolidated into one , hence the costs are greatly reduced, if not halved. The
voice world has many different applications to support call centre requirements, and now
the world of voice and data is merging, it enables unified messaging of both media .The
following outlines how Cisco switching, routing, and wireless solutions uniquely deliver
these benefits with Cisco Unified Communications.
Deployment Benefits
• Faster, more cost-efficient IP phone moves, adds, and changes
• Ensure optimum voice quality across the WAN
• Secure IP Communications everywhere-from the endpoints to the network
infrastructure
• Always-available voice
Operational Benefits
• Faster resolution of voice issue
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4. • Reduced 911 costs and dispatching errors
• Greater accuracy of voice configuration changes
Consolidation Benefits
• Consolidated Cisco Unified Contact Center voice recording
• Scalable wireless voice services
• Services integration, which simplifies the network
• Video as a simple addition
• Integrated services and support
Business Benefits:
• Reduce the cost of discrete voice and data networks into one network.
• Reduce the cost of maintenance, support and training by supporting one
technology rather than two.
• Increased return on investment.
• Enables true unified messaging.
• Increase the ease and functionality of a converged voice and data network.
1 Before Begin
This guide provides a high-level overview of the tasks that are involved in installing and
configuring a Cisco IP telephony system.
• Assumptions
• Detailed Compatibility Information
• For More Information
• Task Overview
Assumptions
These instructions assume that the designed system implements the following Cisco IP
telephony products:
• Cisco CallManager
• Cisco Unity (no third-party voice-mail products)
• Cisco IP Contact Center (IPCC)
• Cisco IP Phones 7900 Series
• Cisco Bulk Administration Tool (BAT)
• Entire system in same time zone
Additionally, this guide assumes that the following characteristics and requirements
for a basic Cisco IP telephony system exist:
• Initial installation of these systems, not an upgrade from previous versions
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5. • No co-location or integration with existing PBX or other third-party analog
devices
• Windows 2000 operating system with Microsoft Exchange 2000
• Applicable to all sizes of Cisco Call Manager systems
• For IPCC agent support, see “Install and Configure Cisco IPCC”
Task Overview:
Install and Configure Cisco Call Manager and Devices
• Install Cisco Call Manager. Cisco Call Manager provides the call-processing
functionality to the Cisco IP telephony network.
• Prepare the Cluster for Call Processing. Clusters enable you to allow several
Cisco Call Manager servers to share the same database.
• Configure System Parameters. Device pools, partitions, and calling search spaces
define specific characteristics that are based on requirements such as location and
class of service.
• Configure Gateways, Conference Bridges ,and Media Resources.
These devices provide users with access to trunks and conferencing features.
• Configure Route Plan. A route plan creates routing capabilities that are based on
cost and class of service.
• Configure Feature Directory Numbers, IP Phone Services, and CTI Rout
Points/Ports .Configure necessary directory numbers for Cisco Unity, Cisco
IPCC, calling features, and Cisco Call Manager Attendant Console.
• Configure and Install Cisco IP Phones. Use the Bulk Administration Tool to
configure and install Cisco IP Phones.
Install and Configure Cisco Unity
• Install and Configure the Cisco Unity Server .Cisco Unity provides voice-
messaging functionality to the Cisco IP telephony system. You must install the
Cisco Unity software and make configuration changes to it and to Cisco Call
Manager to provide voice messaging to your users.
• Populate the Cisco Unity System with Subscriber and Call Management Data.
Configure Cisco Unity features and create subscribers.
• Set Up Networking Options. Enable networking to other Cisco Unity servers or
other voice-messaging systems.
Install and Configure Cisco IPCC
• Install the Cisco IPCC Software.
• Configure Cisco Call Manager to Support Cisco IPCC .
• Configure IP-IVR. Cisco IP-IVR provides an IP-based interactive voice response
(IVR) solution.
• Configure the ICM Software.
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6. 2 Install and Configure Cisco Call Manager and Devices
Cisco Call Manager on the Cisco Media Convergence Server (MCS) and the Cisco-
approved, customer-provided server provides
a network business communications system for high-quality telephony over IP networks.
Install Cisco Call Manager
Before you attempt to install Cisco Call Manager , obtain the appropriate installation
documentation, the required hardware, and the data that you must enter during the
installation.
Task
1. Using the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM
and the server-specific
2. Install Cisco Call Manager on all servers in which we want to run Cisco Call Manager
Browse into Cisco Call Manager Administration to Perform Configuration Tasks
Cisco strongly recommends that you do not run a web browser on the Cisco MCS or any
Cisco-approved, customer-provided server. Running a web browser on the server causes
CPU usage to surge .
Task :
1. Using the Cisco IP Telephony Server Operating System Hardware Detection CD-ROM
and the server-specific Cisco IP Telephony Server Operating System Installation and
Recovery CD-ROM that ship with Cisco Call Manager, install the operating system on
each server in the cluster in which you plan to install Cisco Call Manager .
2. Install Cisco Call Manager on all servers in which you want to run Cisco Call Manager
Prepare the Cluster for Call Processing
Task
1.Call Manager Serviceability
2. Add monitoring and alarm support.
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7. 3. Install and configure three test phones.
4. Configure Cisco Cal Manager Groups.
Configure System Parameters
This section provides the information to configure device pools, partitions, and calling
search spaces. Cisco recommends configuring partitions and calling search spaces for
systems of all sizes.
Task
1. Configure device pools.
2. Configure partitions..
3. Configure calling search space (CSS).
4. Configure regions and locations.
Configure Gateways, Conference Bridges, and Media Resources
This section provides the information to configure gateways, conference bridges, and
media resources.
Task:
1. Add and configure gateways..
2. Add and configure conference bridges.
3. Configure media resource groups.
Configure Route Plan
This section provides the information to configure route groups, route lists, route
patterns, and route filters.
Task :
1. Configure route group.
2. Configure route list.
3. Configure route pattern.
4. Configure route filter.
Configure Feature Directory Numbers, IP Phone Services, and CTI Route
Points/Ports
This section provides the information to configure call pickup and call park directory
numbers, Cisco IP Phone services, CTI route points and CTI ports for Cisco IPCC, and
voice mail pilot and voice mail port directory numbers for Cisco Unity.
Task :
1. Configure call pickup/park.
2. Configure IP Phone services.
3. Configure CTI route points for Cisco IPCC.
4. Configure CTI ports for Cisco IPCC.
5. Configure voice-mail ports for Cisco Unity.
6. Configure service parameters for Cisco Unity.
Configures the Cisco Call Manager service
7. Configure voice-mail pilot directory numbers for Cisco Unity.
8. Configure Cisco Call Manager Attendant Console.
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8. Configure and Install Cisco IP Phones
Task :
1. Use BAT to create the template and add user names into spreadsheet
2. Use BAT to add the devices ,users , and associate devices with users.
3. Install phones.
3 Install and Configure Cisco Unity
Use the following task list to install the Cisco Unity system correctly on a supported
platform other than the Cisco ICS 7750.
For additional information about these tasks, be sure to refer to the documents that are
noted in the list, which might include
Cisco Unity documentation other than the Cisco Unity Installation Guide.
Install and Configure the Cisco Unity Server
Task :
1. Prepare to install Unity.
2. Configure array controllers, install Windows 2000 Server, and create the logical drives.
3. Customize the Cisco Unity platform.
4. Install and configure Exchange.
5. Create the accounts that are required for the Cisco Unity installation and set rights and
permissions.
6. Install and configure Cisco Unity software.
7. Create the integration with Cisco Call Manager .
8. Install any optional software.
9. Create an emergency repair disk.
10. Set up authentication for the Cisco Unity Administrator web application.
11. Set up Cisco Unity to use SSL, if applicable.
Populate the Cisco Unity System with Subscriber and Call Management Data
Task :
1. Define system schedules.
2. Set up phone, GUI, and TTS languages.
3. Set up third-party fax, if applicable.
4. Create a call management plan.
5. Prepare to create regular subscribers.
6. Test the system configuration.
7. Create subscribers.
8. Assign subscribers to screen those messages that are left in Cisco Unity that are not
associated with a specific recipient, such as those left to the Unaddressed Messages
distribution list or for the Opening Greeting call handler.
9. Modify individual subscriber accounts as needed.
10. Implement and then test the call management plan.
11. Back up Cisco Unity.
12. As appropriate, set up subscribers to use the Cisco Personal Communications
Assistant (PCA) and ViewMail.
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9. Set Up Networking Options
Task :
13. If the system is using Digital Networking, Internet Subscribers, SMTP Networking,
AMIS Networking, or VPIM Networking, set up Cisco Unity networking options.
14. If the system is using the Cisco Unity Bridge, install the Bridge server and set up
Cisco Unity and the bridge for networking.
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4 Install and Configure Cisco IPCC
The Cisco IP Contact Center (IPCC) software provides intelligent call routing, network
to-desktop Computer Telephony Integration (CTI), and multimedia contact management
to contact center agents over an IP network.
Install the Cisco IPCC Software
Task :
1. Install the IP-IVR software on the MCS.
2. Install the ICM software on the server.
3. Install the JTAPI Client on the server where the ICM software is installed.
4. Install the CAD software.
Configure Cisco CallManager to Support Cisco IPCC
Task :
1. Configure the IP phones.
2. Configure CTI route points.
3. Configure CTI ports.
4. Create JTAPI users.
5. Configure the IP settings on each Cisco IP Phone.
Configure IP-IVR
Task :
1. Open IP-IVR Application Administration by entering the Cisco IP-IVR system URL in
your browser: http://<IP-IVR server name>/AppAdmin
2. Configure the Directory Profile by choosing Directory.
3. Configure JTAPI users in IP-IVR by choosing JTAPI.
4. Configure CTI port groups by choosing JTAPI > Add a new CTI Port Group.
5. Configure CTI route points
6. Configure ICM subsystem by choosing ICM > ICM VRUS scripts> Add a new script.
7. Create and upload VRU scripts by choosing Start > Programs >Cisco CRA
Administrator >Cisco CRA Editor from the desktop.
8. Start the Application Engine by choosing Engine.
Configure the ICM Software
Task :
1. From your server, open the Cisco Admin Workstation Group and double-click the
Configuration Manager icon.
2. Configure a network VRU by choosing Targets > Network VRU > Network VRU
Explorer.
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10. 3. Configure agent desk settings by choosing Configure ICM >Enterprise > Agent Desk
Settings > Agent Desk Settings List.
4. Configure the PG by choosing Tools > Explorer Tools > PG Explorer.
5. Configure network trunk groups by choosing Configure ICM > Peripherals > Trunk
Group > Network Trunk Group Explorer.
6. Configure trunk groups by choosing Configure ICM >Peripherals > Trunk Group >
Network Trunk Group Explorer> Add Trunk Group.
7. Configure Dialed Numbers by choosing Tools > List Tools >Dialed Number List.
8. Configure services by choosing Configure ICM > Peripherals > Service > Service
Explorer.
9. Configure skill groups by choosing Configure ICM >Peripherals > Skill Group > Skill
Group Explorer
10. Attach skill groups to services by choosing Configure ICM >Peripherals > Service >
Service Explorer.
11. Configure agents by choosing Configure ICM > Peripherals >Agent > Agent
Explorer.
12. Add agents to skill groups by choosing Configure ICM >Peripherals > Agent > Agent
Explorer > Skill Group Membership.
13. Configure routes by choosing Configure ICM>Targets >Route > Service Explorer.
14. Configure device targets by choosing Configure ICM >Targets > Device Target >
Device Target Explorer.
15. Configure labels by choosing Targets > Label > Label List.
A label specifies the value that ICM software
16. Configure call types by choosing Tools > List Tools > Call Type List .
17. Configure network VRU scripts by choosing Targets > NetworkVRU Script >
Network VRU Script List.
18. Create ICM scripts.
19. Schedule ICM scripts.
Configure Cisco Agent Desktop
Task :
1. Check ICM for two configurations:
– During the installation of SQL server, on the network protocol box, check the TCP
sockets and the Named pipes options.
– In the SQL Enterprise Manager on the ICM system, create a new login ID for the CAD
Rascal Database. Use “caduser” for both the user name and password and grant system
administration privileges.
2. Gather the following information:
– Cisco Call Manager—IP address or host name and peripheral ID
– IP-IVR information—IP address or host name
– CTI server—port number
– ICM software—IPCC instance name
3. Install CAD server software on the server.
4. Install Cisco Agent Desktop software on the workstation Under Administration, the
Desktop Administrator
5. Configure and enable the Cisco Catalyst switch.
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11. Conclusion:
Now-a-days IP telephony is most popular service of communication Such as to
exchange voice, fax, and other forms of information that have traditionally been carried
over the dedicated circuit-switched connections of the public switched telephone network
(PSTN) Using the Internet because of advantage of flat Internet rating vs. hierarchical
PSTN rating and save money while letting their long-distance calls be routed over
Internet. This is especially true in Europe, where the prices of long-distance calls are still
higher than in US. Cisco IP telephony With voice now supported over our data networks,
it is possible to remove the costly PBX and replace it with a voice and data gateway
implementing IP Telephony .Cisco is a well known networking company they give the
IP telephony solution is most popular because of easier deploy new communication
services ,Strong security and availability ,Higher operational efficiency, greater
consolidation and scalability, open standard and innovation and lowest call cost of
ownership .This assignment is just overview of Cisco IP telephony solution and
installation & configuration. Cisco looked to IP Telephony to increase personal and
workgroup productivity, improve its ability to respond to customers, and reduce
operational costs. Cisco IP Telephony solution is easier deploy new communication
services ,Strong security and availability ,Higher operational efficiency, greater
consolidation and scalability, open standard and innovation and lowest call cost of
ownership .This assignment is just overview of Cisco IP telephony solution and
installation & configuration we can see that this solution needs three main steps to
configure Cisco IP telephony. The Steps are-
• Install and Configure Cisco Call Manager and Devices
• Install and Configure Cisco Unity
• Install and Configure Cisco IPCC
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