NSC-215
RST-231
Networkers 2002:VVT-210 IP David Yeh Network Consultant, New Technologies Group AsiaPac Cisco Systems
IP CallManager IP (CRS) Softphone IP
IP CallManager IP (CRS) Softphone IP
! CallManager?? /?
CallManager! PSTN IP WAN CallManager / LDAP H.323 SCCP SCCP XML/ HTTP CTI TAPI/ JTAPI DB ODBC/SQL XML/HTTP SNMP NMS/ HTTP Web CTI IP IVR / AA Etc
API (TAPI) Microsoft Windows API ( et al) WAV TAPI v2.1 CallManager TSP
Java API (JTAPI) Sun Microsystems Java API JTAPI v1.2 - ( ) ( ) ( ) (DTMF ) ( ) JTAPI SDK CCO
CallManager CTI CallManager API (JTAPI) CTIQBE over TCP/IP API (TAPI) TAPISVR TSP CTI CTI IP CTI CallManager TAPI JTAPI CTIQBE (CTI ) CallManager CTI CallManager CTI CallManager CTI
Skinny (SCCP) stimulus H.323 Cisco SCCP IP Cisco 65xx / Cisco Unity
CallManager CallManager 2 : CDR CCM Cisco CallManager CM
ODBC SQL : CM DB!
CallManager AXL
Aupair XML (AXL) CallManager DB AXL CCM COM (DBL) AXL DBL AXL API SOAP XML
API CTI CallManager API / IP CallManager / CCM CCM Publisher CCM Subscriber
IP IP IP web XML HTTP TCP/IP Web web
IP CallManager Web HTTP SCCP HTTP RTP RTP IP <-> CM IP <-> IP IP <-> Web SCCP HTTP RTP HTTP RTP IP IP IP / IP Web
IP 1. IP HTTP HTT GET URL CallManager Web ( IP ) Web 2 2. HTTP Web 3. HTTP Web XML HTTP 1 3 4. text/xml ContentTyp HTTP 5 4 5.
IP Phone CallManager Web Server Phone Service Script User-initiated HTTP GET (Services URL) HTTP RESPONSE HTTP GET HTTP RESPONSE Phone-initiated HTTP GET (Idle URL) HTTP RESPONSE HTTP GET Phone Serviceinitiated HTTP POST HTTP RESPONSE
IP Pull Push PULL ( URL) ( ) web IP HTTP GET Web.ASP web PUSH PUSH: Web IP HTTP POST XML HTTP POST Web
IP XML Root CiscoIPPhoneMenu CiscoIPPhoneGraphicMenu CiscoIPPhoneText CiscoIPPhoneImage
IP XML <CiscoIPPhoneText/> <CiscoIPPhoneImage/> <CiscoIPPhoneDirectory/> <SoftKeyItem/> Streaming URIs: RTPTx://x.x.x.x:yyyy RTPRx://x.x.x.x:yyyy Where: x.x.x.x = Phone IP Address yyyy = Desination port <CiscoIPPhoneInput/> <CiscoIPPhoneMenu/> <CiscoIPPhoneGraphicMenu/> <CiscoIPPhoneIconMenu/> <CiscoIPPhoneExecute/> <CiscoIPPhoneResponse/> <CiscoIPPhoneError/> Push
TAPI JTAPI ODBC/SQL 1 RTP ( JMF) CDR AXL CallManager SQL EM API CM DB CM IP Phone IP : 7940/7960 Services H.323 SCCP
TAPI JTAPI ODBC/SQL AXL / EM API Windows Windows/Unix Windows/Unix ODBC P C/C++ Java ( ) C/C++/java ( ODBC XML/SOAP IP Web IP XML H.323 SCCP Windows Java,C/C++
IP PA (CRS) IP-IVR (PA) TUI IP Exchange IP (EM).
IP ( ) CCC (CCC) Softphone (v1.3) Netmeeting One-click
CTI CCM-PUB CCM-SUB CCM-SUB LDAP CTI CTI IP DNS CTI CTI CTI IP DNS CER CTI CTI
IPT CallManager CTI Cisco IPT CallManager CTI Cisco IP Softphone CTI (TAPI) CTI (CRS) CTI (JTAPI) CTI Route Point CTI IP-IVR/IP- AA/IP-ICD Cisco Unity Web Attendant CTI (JTAPI), SCCP SCCP CTI CTI Route Point Unity PA CTI Route Point SCCP Unity TAPI TSP CTI WebAttendant TAPI JTAPI API WebAttendant CTIQBE API
IP CallManager IP (CRS) Softphone IP
IP CTI CTI? (BHCA)?? (IVR ) ( ) Route Point ( ) BHCA
IP CTI CallManager CM CM CallManager CM * * BHCA
IP CTI (CRS) AA, IVR IP-IVR / AA IVR DN CTI CTI CTI IVR/AA - PA - PA ASR PA PA (RP) PA DN RP RP RP PA SCCP SCCP SCCP
(CCC) CCC CCC (RP) CCC DN CTI CTI CTI CCC IVR RP CTI CTI H323 H323 H323 Softphone (SP) CTI SP DN
CallManager : IP MGCP SCCP MGCP T1 MGCP E1 CTI CTI CTI CTI Intercluster H.323 / ( ) MoH (MTP) ( ) ( ) ( ) CTI (CTI ) / / DS0 1 3 3 3 3 2 2 2 3 6 3 3 3 10 (N/A) 3 3 3 3 1 24 30 1 1 1 1 20 24 24 1 DS0 3 DS0 3 T1 72 E1 90 2 2 3 6 3 3 3 200 3 72 3 72
CTI CTI CTI JTAPI CTI TAPI CTI CTI 800 3200 2000 2000 CM CM CTI CTI / CTI CTI /
CallManager = [ ( ) * ( BHCA) / BHCA * ( ) * ( ) ] 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
1: 3200 CTI Connections @ 6 BHCA Total Device Weight for a cluster 3200 Connections * [(Base Device Weight = 3) * (BHCA Factor = 6/6 = 1)] = 3200 * 3 = 9,600 CallManager 20,000 Case 2: 3200 CTI Connections @ 30 BHCA Total Device Weight for a cluster 3200 Connections * [(Base Device Weight = 3) * (BHCA Factor = 30/6 = 5)] = 3200 * 15 = 48,000 CallManager 20,000
CallManager Route Point Route Point w/ CTI = { ) * [ Σ ( RP * BHCA )] / BHCA ) * ( ) } Where: Route Point Base Device Weight = ( (CTI RP Base Weight = 2) * BHCA Factor * Call Handling Multiplier)
CTI Route Point : IVR/AA RP CMCTI RP CMCTI CTI 1 IP CallManager EXE CTI RP CTI 2 etc CTI CTI CMCTI N CTI IP : RP BHCA CTI BHCA CTI IP CTI 2 1 IVR/AA IP 1 2 2
CallManager CTI CallManager CTI (CTIM.EXE) CallManager (CCM.EXE) SDL CTI CTI Devices CallManager (CCM.EXE) CTI (CTIM.EXE) CTIQBE LDAP CTI CTI CTI CTI
CTI LDAP mkonfong ese-nj CTIM CTI ese-nj-bk CTIM
CTI
Cisco CallManager CTI CallManager ( IP ) CallManager ADDRESSES ( ) TAPI LINE DEVICE IP CTI CTI JTAPI TERMINALS ( ) TAPI LINE DEVICE
CTI 1 CTI Cm CM1 CTI Manager CTI 1 CTI CM Subscriber CM2 CM3 CTI CTI (AP1) d1 d2 CTIQBE (AP2) CTIQBE d3 d4 CTI 2 CallManager (CM1) CTIM AP1 d1 d2 d3 AP2 d4 CallManager d2 CallManager (CM2) d1 d4 CTIM CallManager (CM3) d3 CTIM = CallManager CTI (cti = CTI
CTI 2 CTIM/CM CTI CallManager CTIQBE ( CTI 1 CMBK) CM CM1 CTIM CMBK CTI CTIM 1TSP CallManager CM2 CTIM CM3 CTIM CTIQBE CTIQBE CTI 2 CTI 3
CTI CTI CTI 1200? CTI 1 1 CTIM CM CTIM CTI 2 CM 1 CTIM CTI CM CTI CTI CTIM CTI
CM : CRS IP-IVR (JTAPI ) heartbeat 2 keepalive heartbeat CM CRS IP-IVR AddrOutOfServiceEv TermOutOfServiceEv ProviderOutOfServiceEv CallObservationEndedEv CTIManager CM 2 CTIM CM 1 CM 2 ProviderInServiceEv TermInServiceEv AddrInOfServiceEv!!
IP 45 CMCTI A ISP / remote site : CTI IP IP Telephony CTI Scalability Provisioning Approach CRS (IVR/AA) CRS (IVR/AA) CMCTI HTTP/ XML IP WAN Web Server Device Type Device Type Device Quantity Device Device Quantity Device BHCA Determine the BHCA Device Collection Determine the Device Collection resources needed Provisioning resources needed Provisioning for the for the CallManager CallManager solution solution Calculate the Calculate the total Device total Device Weight for your Weight for your solution solution VVT-210 2002, Cisco Systems, Inc. All rights reserved. VVT-210 2002, Cisco Systems, Inc. All rights reserved. Device Device Pool Pool Device Pool Collection CM Server Device Pool Collection CM Server Provisioning Hardware Provisioning Hardware Platform Platform Provisioning Provisioning CM Cluster Summary CM Cluster Summary View Server Device View Server Device Provisioning and CM Provisioning and CM device weight totals per device weight totals per server server Determine scalability Determine scalability options: options: Add more servers Add more servers Upgrade server Upgrade server platform platform Re-provision device Re-provision device pools for load pools for load balancing balancing 30 30 Web Server HTTP/ XML PSTN : CTI CTI Manager Provisioning Flowchart Determine total # of Determine total # of CTI controlled CTI devices controlled devices needed for the solution needed for the solution Total Total CTI controlled CTI controlled devices devices > 1200? > 1200? no no CTI Manager Option 1 CTI Manager Option 1 1 CTIM for the entire cluster 1 CTIM for the entire cluster Choose the least provisioned CM Choose Server the in least the cluster provisioned for the CM primary Server CTIM in the cluster for the primary CTIM Choose the CTI Manager coresident Choose on the the CTI hot Manager standby coresident Backup Server on the hot standby Backup Server yes yes CTI Manager Option 2 CTI Manager Option 2 1 CTIM per active CM server configured 1 CTIM per to active handle CM CTI server devices configured to handle CTI devices Equally provision CTI devices across active Equally CM provision servers within CTI devices the cluster across active CM servers within the cluster Multiple providers or connections to different Multiple CTIMs providers or connections to different CTIMs Choose the CTI Manager co-resident on Choose the hot the standby CTI Manager Backup Server co-resident on the hot standby Backup Server
IP WAN CTIM ( SRST) SAN JOSE CMCTI 1 EDISON CTIM CTIM CCRP CMCTI 2 IP WAN CMCTI Softphone Softphone PSTN SRST
IP WAN A B A B BA P P PSTN DSP V V DSP IP WAN ( ) BA P V = Cisco Call Manager Cluster or ICS 7750 per site DSP P B = CTIM = CTIM C ** CM
Enterprise Widgets 800-50 - 250 (HR ) - 350 : - 150
CRS - CRS / AA( : HR ) CCC Softphone - Softphones PA - PA CTI - : - CallManager - CTI - IP
CRS (IP-IVR) PA - : 1/ 20 - : IVR - IPCC - : 2 RP DN RP 20 - : Single-Reach; - : 25/1 - : 50/1 Softphone - 100 Softphone IP - 800
Widgets / CRS (IP-IVR) 800 1 RP 800/20 = 40 CTI 1 MCS7835 CRS 60 PA 800 1 RP 1 800/25 = 32 MCS7835 PA -1000 70 800/50 = 16 36 CCC 800 1 RP 1 7835 CCC -1000 15 IVR 100 100 H.323 15 IVR Softphone 100 100 CTIN/A 100 softphone; softphone 1 (CTI )
Route Point SE Call Handling Multiplier
SJC IPT
SJC IPT
SJC CM IPT CRS/IVR 1 (RP1) 40 CTI CTI ( CMApps1 ) CTI CM 100 Softphone 100 CTI CTI CTI CTI IVR DevPool DW = 800 SP DevPool DW = 200 CallMgr A 1 2 CM1 CM BK1 PA 1 (RP1) 32 Int (RP) 16 SCCP CCC 1 (RP1) 15 IVR 100 H323 CTI CTI CTI CTI PA DevPool DW = 2464 ** CCC DevPool DW = 390 CallMgr 1 B 2 CM ** CTI Mgr CTI ( CMApps1BK!! ) CM2 CM BK2
SJC IPT CM ** ** PS-530
SJC CM
IP CallManager IP (CRS) Softphone IP
Softphone Softphone CallManager appuser
A B CM CAC SP-A (x1000) CM-A CM-A SP-A CM-B CM-B CAC CM-A CTIQBE CM-B x LAN IP WAN LAN PH-1 A SP-A PH-2 CAC B
CRS-IVR
CRS JTAPI CTI ese-nj CTIM ese-nj-bk CTIM
CallManager CTI CRS CTI IVR AA AA x3500 3501 3502 : Widgets
1: URL 2: URL URL IP
IP 1 2 3 CallManager IP 4 CallManager CallManager Web CallManager IP Web (HTTP) Sample.asp XML 5 GetServicesMenu.asp HTTP GET GetServicesMenu.asp IP CallManager Web IP : :
CM1 / URL TFTP HTTP GET CM1 getservicesmenu.asp X HTTP GET CM1 getservicesmenu.asp!! CM SCCP
IP 2 PhoneMenu.asp 2 <CiscoIPPhoneMenu> 3 CallManager IP CallManager URL ( ) Web PhoneService1 PhoneMenu.asp CallManager URL1 IP MySample Web (HTTP) http://sample.asp <CiscoIPPhoneMenu/> Sample.asp XML 4 IP ( URL) IP 1 Web IP 5 CallManager PhoneMenu.asp : :
IP ESE SCCP HTTP VLAN VLAN CM CTIQBE for TAPI/JTAPI TCP 2748 TCP 2000 TCP 80 CTI ; CTI CTI CTI CTI CM SCCP CRS (IP-IVR/ICD) HTTP RTP UDP 20480-32768 CTI
IP : CPU I/O OS: Unix Windows : Java C C++ Perl ASP IP
( ) CallManager 2! IP IP WAN WAN WAN WAN
ESE : Cisco ESE (SRND): http://www.cisco.com/warp/customer/779/largeent/netpro/av vid/srnd.html Networkers PS-530: IP VVT-212: VVT-214: IP
Cisco CallManager Fundamentals: AVVID ISBN: 1-58705-008-0 IP : AVVID ISBN: 1-58705-060-9 Cisco Company Store
Acronyms AA API ASR BHCA CCC CCM Auto Attendant Application Programming Interface Automated Speech Recognition Busy Hour Call Attempts Cisco Conference Connection Cisco CallManager LDAP MOH ODBC PA PSTN RP Lightweight Directory Access Protocol Music On Hold Open Data Base Connectivity Personal Assistant Public Switched Telephone Network Route Point CCO Cisco Connection Online RTP Real-time Protocol CDR Call Detail Record SCCP Skinny Client Control Protocol CM CallManager SNMP Simple Network Management Protocol 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 DN DTMF Database Layer Directory Number Dual Tone Multi-frequency VPN WAN XML Virtual Private Network Wide Area Network extensible Markup Language EM Extension Mobility ICD IP Intelligent Contact Distribution Internet Protocol IVR Interactive Voice Response HTTP Hyper-Text Transfer Protocol JTAPI Java Telephony API
VVT-210
RST-231