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The call processing layer is chiefly about the call agents. A call agent is not a person; it is an application that looks at the
signaling traffic from devices that place and receive calls, and it determines what to do with the call. A Unified IP Phone
sends a packet to the call agent when you lift the receiver; the call agent instructs the phone to play a dial tone. When you
begin dialing a number to call, the call agent receives the digits and tries to find a match for the number in its dial plan. If
the destination number is a phone that it controls, it tells the called device to ring. During the call, the call agent also sets
up other services, such as Hold, Call Park, Transfer, Conference, and so on. The call agent also instructs the phones to
tear down the call when one party hangs up. The call agent usually keeps detailed records of each call made; these are
commonly used for billing purposes or troubleshooting.
Cisco provides several options for call agents, matched to the size and requirements of the customer:
• The Cisco Smart Business Communications System is designed for small businesses with up to 48 users. The system
runs on the Cisco Unified Communications 500 Series for Small Business devices.
• Cisco Unified Communications Manager Express serves up to 240 users and runs on the Integrated Services Router
platforms.
• Cisco Unified Communications Manager Business Edition handles up to 500 users and runs as a standalone installation
on a 7800-series Media Convergence server.
• Cisco Unified Communications Manager can handle 30,000 or more users and runs on clusters of 7800-series Media
Convergence servers.
The Smart Business Communications System is a group of specially designed, integrated devices that can provide highquality
routing, firewall, intrusion prevention, Power over Ethernet, wireless, and many WAN and PSTN connectivity
options. It is essentially a solution-in-a-box, with a simple web-based interface that is largely plug and play. The Unified
Communications 500 Series devices are small and inexpensive, providing the kind of connectivity options small businesses
need to allow them to take advantage of Unified Communications with a good ROI. The SBCS is expandable
using 500-series switches, and the call agent software can support up to 48 phones. Voice mail and Auto-Attendant functions
are provided by the integrated Cisco Unity Express application.
© 2008 Cisco Systems Inc. All rights reserved. This publication is protected by copyright. Please see page 147 for more details.
FIGURE 2
The Smart Business
Communications
System—Image ©
Cisco
Smart Business Communications System
Unified Communication Manager Express
FIGURE 3
Cisco Integrated
Services Routers for
Unified
Communications
Manager Express—
Image © Cisco
Cisco Unified Communication Manager Express is a software feature that can run on the ISR-series router platforms,
including the 800, 1800, 2800, 3800, and 7200-series platforms. The call agent application is embedded with the Cisco
IOS software and is configured either from the command line or a Web-based interface. Unified CM Express is a fullfeatured
call agent that is cost-effective, reliable, and scalable and integrates with both Service Provider connections and
Unified Communications Manager clusters. With support for both H.323 and SIP protocols, site-to-site connections are
possible in a variety of environments. The Unified CM Express system can be set up either as a PBX or a Key switch
system, providing customers with a familiar experience that suits their operating environment.
Unified Communications Manager, Business Edition
Unified Communications Manager, Business Edition is a standalone installation of the Unified CM application and Cisco
Unity Connection, coresident in a single MCS 7800-series appliance. This system can support up to 500 users in a single
site or multisite centralized deployment and can be migrated to a full CM cluster if growth necessitates it. Unified CM
Business Edition provides medium-size businesses with advanced features such as Mobility (a.k.a. Single Number
© 2008 Cisco Systems Inc. All rights reserved. This publication is protected by copyright. Please see page 147 for more details.
© 2008 Cisco Systems Inc. All rights reserved. This publication is protected by copyright. Please see page 147 for more details.
Reach), Do Not Disturb, Intercom Whisper, and Audible Message Waiting Indication, as well as speech recognition and
integrated messaging. Because Unified CM Business Edition uses the same call agent software as a full cluster deployment
of Unified CM, it supports full integration with the other Unified Communications applications, such as Unified
Presence, Unified Personal Communicator, MeetingPlace Express, Contact Center Express, and so on.
Unified Communications Manager
The full version of Unified Communications Manager is an enterprise-class, fully scalable, redundant, and robust distributed
packet-telephony application. Scalable to 30,000 users per cluster, with the capability to form intercluster connections,
it can support a global unified communications system for hundreds of thousands of endpoints. Unified CM
versions prior to 5.x are Windows based, whereas versions 5.x and 6.x are Linux-based appliances.
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