1 Introducing Cisco Hosted Unified Communications Services

1 Introducing Cisco Hosted Unified Communications Services
CH A P T E R
1
Introducing Cisco Hosted Unified
Communications Services
This chapter provides a high-level overview of the architecture and components of Cisco Hosted UCS,
Release 7.1(a), describes applications and features, and defines high-level planning elements for Hosted
UCS implementation. It includes the following sections:
•
Cisco Hosted Unified Communications Services Overview, page 1-1
•
Virtualized Communications Services, page 1-2
•
Hosted Unified Communications Services Platform Components, page 1-3
•
Hardware, Network, and Software Requirements, page 1-9
•
Planning the Hosted Unified Communications Services Implementation, page 1-7
•
Implementation and Configuration Summary, page 1-11
Cisco Hosted Unified Communications Services Overview
Service providers can use a single Cisco Hosted UCS platform to offer Cisco Unified Communications
Manager (Cisco Unified CM) applications and features to multiple customers (multi-tenant mode), or to
one large customer (single-tenant mode).
Hosted UCS allows the sharing of the following centralized resources:
•
Cisco PSTN Gateway 2200 Softswitch (PGW)
•
Cisco Unified CM
•
Trunking gateway
•
Media resources
VOSS USM provides provisioning and administration for this multi-tenant solution.
Within a single Hosted UCS platform, a specific set of hardware resources can also be dedicated to a
single customer if necessary to support the required level of service. For example, one or more Cisco
Unified CM clusters or a Cisco Unity voice mail can be dedicated to a single customer, while other
resources can be shared.
The voice network architecture for the Hosted UCS platform integrates the call control capability of a
Cisco Unified CM system and the routing and services function of a Cisco PGW. This supports a broad
range of Hosted UCS platform deployments. Figure 1-1 illustrates the Hosted UCS platform.
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Virtualized Communications Services
Figure 1-1
Hosted UCS Platform
Voice services for Hosted UCS tenants are provided by Cisco Unified CM and Cisco PGW platforms:
•
Cisco Unified CM provides end-user-facing services to individual tenants
•
Cisco PGW provides a routing function that mediates among tenants, and connection between the
PSTN and each zone in the overall implementation
Virtualized Communications Services
The resources of the Cisco Unified CM system and the Cisco PGW can be shared among several tenants
because VoSS USM partitions (virtualizes) resources for individual tenants. USM directly supports
applications, such as directory services and extension mobility for IP phones, while shielding customers
from the complexities of the underlying data structures and routing schema.
Table 1-1 summarizes the applications that are supported by Hosted UCS, Release 7.1(a), in single or
multi-tenant mode, and indicates whether the application can be automatically provisioned through USM
or if it must be manually provisioned.
Table 1-1
Multi-Tenant and Autoprovisioning Support for Hosted UCS Applications
Component
Multi-tenant?
Auto provision with USM?
Billing Applications (Building Applications
Management; billing)
No
Yes1
Movius Mereon Voice Messaging (Voice
Messaging only)
Yes
Yes
Movius Web Collaboration/Conferencing
Yes
Yes
XML Application Servers
Yes
Yes
1. Sharing customer history files with Mediation system, such as ISI
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Hosted Unified Communications Services Platform Components
For more information about VoSS USM, see Chapter 3, “Managing the Hosted Unified Communications
Services Platform with VisionOSS BVSM.”
Hosted Unified Communications Services Platform Components
This section identifies and briefly describes the Hosted UCS platform components. It includes the
following topics:
•
VoSS USM, page 1-3
•
Cisco Unified Communications Manager, page 1-4
•
Cisco PGW, page 1-4
•
Cisco H.323 Signaling Interface, page 1-5
•
Gatekeeper, page 1-5
•
Trunking Gateway, page 1-5
•
Movius Voice Mail, page 1-5
•
Billing, page 1-6
•
Application Servers, page 1-6
•
Business CPE, page 1-7
•
Cisco Emergency Responder, page 1-7
VoSS USM
\VoSS USM provides a global view of the Hosted UCS platform, and provides integrated provisioning
of most of the major components, including:
•
Cisco Unified CM
•
Cisco PGW
•
Cisco IOS Gatekeepers and local gateways (including SRST)
•
VoSS DHCP server
•
Movius voice mail and unified messaging system
USM provides the following features and functionality:
•
Automates the deployment, provisioning, and management of large-scale, multi-tenant, multi-site
hosted VoIP services across regional and international boundaries.
•
Provides virtualized services by managing the configuration of the Cisco Unified CM and Cisco
PGW dial plans and analog gateways, including multiple versions of code on integrated clusters.
•
Supports dial plan management across Cisco Unified CM and the Cisco PGW and allows rapid
service activation. Service activation includes configuring dial tone, voice mail, conferencing,
corporate directories, and XML applications.
•
Provides a comprehensive resource inventory management tool for IP addresses, internal numbers
and E.164 external numbers. USM also provides a basic inventory management system for phones,
lines, and services.
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Hosted Unified Communications Services Platform Components
•
Ensures that changes in configuration in one Hosted UCS platform component are mapped across
other affected components. USM manages multiple network elements, performing multiple
configuration steps for each transaction.
•
Supports secure, decentralized administration, which allows customers to perform their own moves,
adds, and changes.
For more information about VoSS USM, see the following URL: http://www.voss-solutions.com/
Cisco Unified Communications Manager
In the Hosted UCS platform, Cisco Unified CM provides business IP telephony services to enterprises
located within the bounds of a shared voice infrastructure. The Cisco Unified CM is a hosted or managed
device that can be partitioned in a multi-tenant manner to provide segregated service to multiple
enterprises of all sizes or in a dedicated manner to support a single large-scale enterprise. A Cisco
Unified CM cluster or clusters can be deployed within a network provider domain to provide service to
IP phones located at an end-user facility.
HUCS 7.1(a) adds the Cisco Unified Mobility application known as Mobile Connect or Single Number
Reach (SNR) application that allows an incoming call to an enterprise user to be offered to the user's IP
desk phone as well as up to four configurable remote destinations, such as mobile or cellular telephone.
Once the call is offered to both the desktop and remote destination phone(s), the user can answer at any
of those phones. Upon answering the call on one of the remote destination phones or on the IP desk
phone, the user has the option to hand-off or pick-up the call on the other phone.
For more information on Cisco Unified CM, see the following URL:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/index.html
Cisco PGW
The Cisco PGW provides the following key functions within the Hosted UCS platform:
•
Time-division multiplexing (TDM) PSTN interconnect—Provides connectivity for all services to
the TDM-based PSTN via Signaling System 7 (SS7) or ISDN Primary Rate Interface (PRI),
depending on the requirements of the installation. The Cisco PGW also incorporates some
capabilities that can assist in meeting local regulatory requirements.
•
Business voice access—Provides the business voice access service for TDM PBXes and IP PBXs.
•
TDM PBX integration—Provides direct management by the Cisco PGW of PBXes that use
PRI-based signaling interfaces, using Media Gateway Control Protocol (MGCP) with backhaul
techniques, or can be managed indirectly using the H.323 protocol to the Cisco PGW for both PRI
and Basic Rate Interface (BRI). The direct connection model typically offers greater flexibility and
functionality.
•
Routing and analysis engine—Provides a routing engine for inter-domain routing. All service
platforms use the Cisco PGW to route calls that are not local, which ensures that the main dial plan
and routing functions for the hosted platform are centrally located. The Cisco PGW also includes A
and B number analysis and modification functions, as well as regulatory capabilities that can be
applied to satisfy local requirements.
For more information about the Cisco PGW, see the following URL:
http://www.cisco.com/en/US/products/hw/vcallcon/ps2027/index.html
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Cisco H.323 Signaling Interface
The Cisco H.323 Signaling Interface (HSI) adds an H.323 interface to the Cisco PGW, which allows
calls to be established between the PSTN and an H.323 network. The Cisco H.323 HSI provides these
services:
•
Translation of signaling protocols for establishing, controlling, and releasing calls
•
Administration of network parameters and protocol capabilities
•
System and call-related statistics
•
Fault reporting
•
Overload management
•
Event logging
•
Simple Network Management Protocol (SNMP) interface
The Cisco HSI operates in a load-sharing configuration, while the Cisco PGW operates in an
active/standby configuration. This operation allows the benefits of redundancy (if an HSI fails, the
remaining HSIs continue to operate) and simple scaling (you can insert additional HSIs as the network
expands). A minimum of two HSIs are required to ensure that the system continues to process calls in
case of an equipment failure.
For more information about the Cisco HSI, see the following URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/pgw/hsi/4.3/guide/43ch1.html
Gatekeeper
An H.323 gatekeeper provides basic infrastructure capabilities as well as a registration capability for the
Cisco PGW, Cisco Unified CM, H.323 customer premises equipment (CPE), and any H.323 customer
devices. The gatekeeper forces all call signaling to use the Cisco PGW.
Trunking Gateway
The trunking gateway is a Cisco AS5x00 platform in the baseline architecture, which is based on
Cisco IOS software. A Cisco AS5850 with STM-1 and E1 interfaces and a Cisco AS5350 with E1
interfaces were used in Cisco Hosted UCS tests.
However, because of the requirements of the initial applications, it is relatively easy to incorporate the
Cisco MGX, Cisco Voice Internetworking Service Module (VISM), and Cisco Voice Switch Service
Module (VXSM) products as needed.
For more information on Cisco AS5x00 platforms, see the following URL:
http://www.cisco.com/en/US/products/hw/iad/index.html
Movius Voice Mail
The Movius servers (formerly IP Unity) Unified Messaging platform provides voice mail services in a
multi-tenant environment and the Movius voice mail system supports the multi-tenant Hosted UCS
architecture. Only the voice mail functions of the Movius server platform are currently used in the
Hosted UCS platform.
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The USM platform is integrated with the Movius server to allow provisioning through the USM voice
mail graphical user interface (GUI) functionality on a per-tenant basis. The interface between the Cisco
PGW and the Movius server (IP Unity) voice mail system is SIP.
The Cisco PGW forwards the incoming calls to the voice mail system. After the caller leaves a message,
the voice mail system uses the SIP NOTIFY message to notify the Cisco PGW that a message was left
for the user.
The Cisco PGW supports only unsolicited subscription to the voice mail system and does not need to
send a SIP SUBSCRIBE message to the voice mail system for every user with voice mail service
enabled.
The Cisco PGW inter-works SIP and H.323 between the Movius server and Cisco Unified CM for
message deposit, retrieval, and message waiting indicator (MWI). The inter-working of the Movius
server through SIP and gateway-fronted Digital Private Network Signaling System (DPNSS)/Q Interface
Signaling Protocol (QSIG) PBX is not supported in the Hosted UCS 7.1(a) release, so it is not possible
to provide a hosted voice mail service for time division multiplexing (TDM) PBX users.
The USM platform uses the Movius server application programming interface (API), which is Common
Object Request Broker Architecture (CORBA)/Extensible Markup Language (XML), to define business
groups, provision pilot numbers, add/delete mailboxes assigned against a unique "internal" number and
an "extension" number, and to assign class of service.
For further information about Movius server, see the following URL:
http://www.moviuscorp.com/ourofferings/platformsandservers
HUCS 7.1(a) adds the Movius Auto Attendant Integration feature which enables PGW and Cisco Unified
Communication Manager to route calls to the Movius Auto Attendant from any PSTN or Hosted UCS
phone. After selecting an Auto Attendant menu option, these calls can be transferred to another Hosted
UCS or PSTN phone.
Billing
In multi-tenant business voice service, call detail records (CDRs) are generated by Cisco Unified CM
system and the Cisco PGW. The Cisco Unified CM generates records for calls between phones in the
same tenant. The Cisco Unified CM and the Cisco PGW generate records for calls between different
tenants and for calls to the PSTN.
Cisco PGW billing records are produced by a Cisco Billing And Measurement Server (BAMS), which
observes carrier-class accuracy and contains all necessary timestamps as well as the called party
information delivered to the Cisco PGW and the calling party information sent from the Cisco PGW.
BVSM also provides a source of customer history data accessible through an ODBC link to allow
Mediation systems to query BVSM for customer data. For example, this can be used to establish the
ownership of a telephone number at a given time and to access customer account data.
For more information on Cisco BAMS, see the following URL:
http://www.cisco.com/en/US/docs/voice_ip_comm/pgw/bams/3.13/guide/3132ch1.html
Application Servers
The Hosted UCS platform includes a number of application services, including voice mail, unified
messaging, conferencing, music-on-hold (MOH), auto attendant, and XML applications.
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Business CPE
Cisco IOS CPE, such as Cisco 2600, 2800, 3600 and 3800 Series routers, provide ISDN PRI and BRI
connections to business tenant telephony equipment. For PRI connections, the Cisco PGW can be used
directly via D-channel backhaul and MGCP control. For BRI connections (and also for PRI if necessary),
gateways can be configured as H.323 endpoints that register with an infrastructure gatekeeper.
Cisco Unified IP phones and analog telephone adaptors (ATAs) are used to provide devices in the
business domain where Cisco Unified CM control is used. Cisco Integrated Access Devices (IADs) can
also be used to provide analog telephony service to multi-dwelling/multi-office facilities.
Cisco Emergency Responder
The Cisco Emergency Responder (Cisco ER) can be used to manage emergency calls in the telephony
network to respond to these calls effectively, so that the service provider can comply with local
ordinances concerning the handling of emergency calls.
In North America, these local ordinances are called "enhanced 911," or E911. Other countries and
locales might have similar ordinances. Cisco ER is predominantly deployed in North America.
Planning the Hosted Unified Communications Services
Implementation
This section provides high-level guidance for planning a Hosted UCS implementation.
This section includes the following topics:
Note
•
Planning Tasks, page 1-7
•
Design Workbook, page 1-8
•
Dial Plan, page 1-8
•
Standard Equipment Naming Conventions, page 1-8
•
Class of Service, page 1-10
Hosted UCS is a Cisco end-to-end solution architecture. The official Hosted UCS design is fully
described in the Hosted UCS platform Solution Reference Network Design (SRND) documentation.
Planning Tasks
Before you begin building a Hosted UCS platform, Cisco recommends that you first complete these
related planning tasks:
1.
Create a bill of materials (BoM) that covers all equipment, and ensure that the correct software is
available.
2.
Create an architecture diagram, including a rack diagram.
3.
Plan the component naming convention.
4.
Plan the IP addressing and create a network design (subnets and VLANs).
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5.
Plan the classes of service.
6.
Plan the dial plan requirements.
7.
If SS7 connectivity is required, gather the SS7 PSTN interconnect information; for example, point
codes, linksets, links, and CIC information.
8.
Develop a set of USM bulk loaders.
Design Workbook
It is recommended that you maintain a design workbook document for each Hosted UCS platform. A
sample Excel design workbook is available from VoSS USM and contains the various components
described in this chapter.
Note
Maintaining a design workbook document is a mandatory requirement for all Hosted UCS reference and
production platforms.
Dial Plan
The Hosted UCS platform provides a standard dial plan model for common scenarios, such as service
provider and multi-tenant. However, the planning and design of a customized, multi-tenant dial plan
configuration is a critical requirement.
Dial plan customization includes the following:
•
Inter-site calling prefix
•
Outside calling prefix
•
Location extension digits
•
Site code digits
•
Emergency number conventions
•
E911 requirements
•
DID/DDI number length
•
DID/DDI number range allocation
•
DDI/internal association format
•
Area codes
•
PSTN number requirements
Standard Equipment Naming Conventions
During the planning phase, you must define the naming convention to use for your equipment. Because
of the integrated nature of the architecture, equipment names must be consistent across the platform.
The Cisco Unified CM server computer name is limited to 11 characters because the MOH name, which
includes the Cisco Unified CM server name, must be a maximum of 15 characters. USM cannot statically
configure Cisco Unified CM clusters where the server names are more than 11 characters, and this
prevents the Hosted UCS platform from being configured further on the affected cluster.
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Note
The Cisco Unified CM server computer name is restricted to a maximum of 11 characters or less and
cannot be altered later without a complete software reload (on Cisco Unified CM 4.x clusters).
Hardware, Network, and Software Requirements
This section summarizes the main hardware and software requirements for implementing the Hosted
UCS platform. It includes the following topics:
•
Hardware Requirements, page 1-9
•
Network Configuration and NAT, page 1-9
•
Firewall Rules, page 1-10
•
Class of Service, page 1-10
•
Software Requirements, page 1-11
Hardware Requirements
Before implementing Hosted UCS in a production environment, refer to the high-level and low-level
detailed design guide and the build of materials (BOM) for the hardware requirements for a specific
deployment. Refer to Appendix A, “Sample Hosted Unified Communications Services Build of
Materials” to see a sample build of materials.
Each platform employs a unique rack layout that is dependent on the special requirements of each
deployment. For instructions to install specific hardware components, refer to the hardware installation
guide for each component.
Network Configuration and NAT
After the devices have been physically rack mounted, the network cabling can be completed by using a
suitable Layer 3 switch such as the Cisco Catalyst 3560 Series switch. VLANs and subnets should be
defined based on the Hosted UCS platform high-level and low-level design and your network
configuration.
When the platform is implemented into a service provider network, it is also important to record the
external IP address scheme used by Network Address Translation (NAT), so that remote access to the
platform is also possible.
Customers sharing a single Hosted UCS-based service provider-hosted service may have internal IP
address space ranges that overlap. NAT can be configured on the firewalls to translate the private
(non-unique) addresses that are actually on the IP phones into addresses that are unique in the service
provider (shared) domain.
Not only must these addresses be unique, they must be reachable from the individual customer networks
to allow voice calls to flow between customers through the common address and security domain. To
achieve this, routes that represent the address scheme used in the common address and security domain
must be injected to each customer domain.
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It is therefore important that no customer subscribing to the service is actually using the address space
chosen for the IP address and security domain of the common service provider. The NAT pools that are
configured on each customer firewall must be large enough to supply addresses to all the IP phones that
are deployed in the specific customer.
Firewall Rules
Table 1-2 shows an example of the rules that can be implemented on the firewall to protect both the
service provider from the customer and the customers from each other.
Table 1-2
Firewall Rules
Rule
Function
SCCP (TCP port 2000) to the Cisco
Unified CMs only
Allows the Cisco Unified CMs to control the phones in the
customer domain using the SCCP protocol
TAPI (CTIQBE) to the Cisco Unified
CMs running CTI manager only
Used for third-party phone call control or for call control to
TAPI-based softphones or software applications
HTTP (TCP port 80) to the Publisher
Cisco Unified CMs and USM only
Required for access to phone XML services hosted on the
Cisco Unified CM and USM (for example, directory), and
also for customer self-provisioning of USM using a web
browser
TFTP (UDP port 69) to the TFTP server
only
Required to allow phones to download their configuration
files and software updates
H.323 (and H.245), to the Cisco Unified Required only to support H.323 endpoints in the customer
CM and maybe the HSI and gatekeeper if address space; applications for this include site-located
customer site applications that use H.323 PSTN gateways
are required; for example, a customer
site-located PSTN gateway using H.323
Allows voice to flow between customers and to PSTN
RTP traffic UDP ports are opened
dynamically by the ALG function within gateways and conference bridges hosted in the common
the firewall by MGCP, H.323, TAPI, SIP, domain
and SCCP Call Control
MGCP (UDP 2427/2428) to the Cisco
PGW
Allows the Cisco PGW to control customer site-located
PSTN and PBX gateways
Various backhaul protocols also need to
be allowed to the Cisco PGW depending
on the L3 protocol at the gateway; for
example, Sigtrans.
For more information about NAT and firewall issues when implementing the Hosted UCS platform, refer
to the Hosted Unified Communications Services, Release 7.1(a) SRND.
Class of Service
You must define each class of service (CoS) and the naming convention to be used in the dial plan.
Table 1-3 shows an example of CoS and naming conventions.
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Table 1-3
CoS and Naming Conventions
Phone Group
Proposed CoS
Service Name
Description
Unassigned
COS1InternalOnlyNo911
Internal access only (no 911 calls)
Unsecured common area
COS2AllCallsCMCAllButInternal
Internal + 911 + CMC all other calls
Secured common area
COS3AllCallsCMCInternational
All calls allowed (CMC for
international)
User (client)
COS4AllCalls(NotIntersite)
All calls allowed (no 9-digit
inter-site)
User (service provider)
COS5AllCalls
All calls allowed (+ 9-digit inter-site)
Software Requirements
This section summarizes the software requirements for the core components of the Hosted UCS
platform. For information about software compatibility for all the supported platform components, refer
to the Hosted Unified Communications Services, Release 7.1(a), Software Compatibility Matrix.
Implementation and Configuration Summary
The following summarizes the basic tasks required to implement and configure the Hosted UCS
platform, after completing the initial design and planning phase.
Implementation Step
Refer to
1.
Install hardware and initialize device
software.
Installation and hardware guides for each Hosted
UCS platform component. The Cisco Hosted
Unified Communications Services, Release 7.1(a)
Software Compatibility Matrix summarizes the
software requirements for each component.
2.
Apply static configuration to each device.
Chapter 2, “Configuring Hosted Unified
Communications Services Components Before
Loading Bulk Data.”
3.
Load bulk data for each component.
Chapter 3, “Managing the Hosted Unified
Communications Services Platform with
VisionOSS BVSM.”
4.
Customize each component as necessary.
Configuration guides or online help for each
Hosted UCS platform component. Chapter 3,
“Managing the Hosted Unified Communications
Services Platform with VisionOSS BVSM”
summarizes the options provided by USM for
configuring the Hosted UCS platform
components.
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