The Cisco ATA 186 and 188 Analog Telephone Adaptors are desktop hardware devices that interface legacy analog devices such as telephones, fax machines, and conference telephones to IP-based telephony networks. The Cisco ATA enables organizations to protect their investment in analog devices and to migrate to IP telephony at their own pace. Using a Cisco ATA, you can turn traditional telephone devices into IP devices that can take advantage of the many new and exciting IP telephony applications.

The Cisco ATA is installed at the end user’s premises. Both the Cisco ATA 186 and 188 support two voice ports, each with its own independent telephone number. The Cisco ATA 186 has a single Ethernet port for upstream IP connectivity; the Cisco ATA 188 provides a second switched Ethernet port that supports a downstream device such as a PC. By turning any analog telephone into an IP phone, the Cisco ATA addresses the needs of the emerging market of “second-line” residential VoIP services as well as the needs of enterprise organizations that want to protect their investment in legacy analog equipment.

You can learn more about Cisco ATA models at the following link or search Cisco.com for “ATA”:

Cisco DPA 7630 and 7610 are voice mail gateways that enable legacy voice mail equipment to connect to a Cisco IP Communications network. If you have an existing Octel 2xx or 3xx with digital line cards, you can use a Cisco DPA gateway to connect to CallManager without any changes to the voice mail system. The Cisco DPA 7630 allows the voice mail system to be used solely by CallManager or to be shared between CallManager and the PBX. Figure B-2 shows the Cisco DPA gateway integrated with a legacy PBX.

Figure B-2. Using Cisco DPA 7610/7630 with a Legacy PBX

Cisco DPA gateways communicate with CallManager by emulating IP phones using an auto-sensing 10/100 Ethernet port. Cisco DPA gateways communicate with the PBX and voice mail system using 24 digital station lines, and they are easily configured using a simple menu system accessed by Telnet. On the CallManager side, configuration is performed in CallManager Administration or automatically using auto-registration.

You can learn more about Cisco DPA voice mail gateways on Cisco.com at the following location or search Cisco.com for “Cisco DPA”:

The Cisco VG248 is a high-density gateway for using analog phones, fax machines, modems, voice mail systems, and speakerphones with a CallManager-based phone system. The Cisco VG248 provides supplementary services for analog phones, including hold, transfer, and conference. Using the Cisco VG248 Analog Phone Gateway, you can integrate your existing analog voice mail systems (which are compatible with Simple Message Desk Interface [SMDI], MCI, or Ericsson voice mail protocols) and legacy PBX systems with CallManager. The VG248 gateway provides voice mail systems with the information needed to intelligently process incoming calls, supply calling and called party identification, and set and clear message waiting indicators (MWI) through an EIA/TIA-232 serial connection.

The VG248 generates call information for all calls coming into any of the voice mail-enabled ports. The VG248 provides advantages to other methods used for integrating CallManager with analog voice mail systems, including the following:

You can learn more about the Cisco VG248 at the following links or search Cisco.com for “VG200”:

The Cisco IP Videoconferencing (Cisco IP/VC) product family offers a flexible videoconferencing solution supporting the ITU H.323 standard and Skinny Client Control Protocol (SCCP). The Cisco IP/VC series includes audio and video bridges, also called multipoint conference units (MCU), which enable interactive collaboration between three or more endpoints. When used in a CallManager release 4.0 environment, these MCUs also provide bridging for videoconferences initiated by the Confrn or MeetMe softkeys on an IP phone equipped with a VT Advantage camera or a Tandberg SCCP endpoint. The IP/VC series also includes gateways that enable video calls between networks of IP-based video endpoints and ISDN-based H.320 videoconferencing systems. In addition, the T.120 data collaboration servers expand the capability of any videoconference to include application sharing, cooperative white boarding, and file transfer.

Cisco IP/VC products, and the solutions they enable, are developed for organizations that want a reliable, easy-to-manage, and cost-effective network infrastructure for videoconferencing applications deployment. Figure B-3 shows the Cisco IP/VC solution at work.

Figure B-3. Cisco IP/VC Solution

You can learn more about Cisco IP/VC in the Cisco IP Video Telephony Solutions Reference Network Design (SRND) guide, at the following links, or search Cisco.com for “IP/VC” or “SRND”:

SRS Telephony provides a cost-effective, reliable mechanism for providing feature-rich call processing redundancy to enterprise branch offices while leveraging the existing branch office infrastructure. SRST comprises network intelligence integrated into Cisco IOS Software, which acts as the call processing engine for IP phones located in the branch office during a WAN outage. SRST is available on the Cisco 175x, 1760, 1800, 2600, 2800, 3600, 3700, 3800, and 7200 series multiple-service access routers and the Communication Media Module (CMM) on the Catalyst 6000, with more platforms continually being added.

You can learn more about SRST at the following links or search Cisco.com for “SRS Telephony”:

The AVVID XML Layer (AXL) API provides a way for an experienced programmer to interact with and manipulate the CallManager database in ways not possible using CallManager Administration. Using an Extensible Markup Language (XML) Simple Object Access Protocol (SOAP) interface, the AXL SOAP API allows a programmer to access CallManager provisioning services using XML and exchange data in XML form, instead of using a binary library or DLL.

Brian Sedgley, a technical leader in the CallManager development group at Cisco System, runs the Alpha deployment for Cisco IP Communications on the Richardson, Texas campus. He regularly uses the AXL SOAP API to effect changes to the database that cannot be achieved through existing CallManager Administration functionality or to perform common changes in a faster way. The following list provides some examples of scripts from Brian’s bag of AXL SOAP tricks:

The AXL API methods, known as requests, are performed using a combination of HTTP and SOAP. SOAP is an XML remote procedure call protocol. Users perform requests by sending XML data to the CallManager server. The server then returns the AXL response, which is also a SOAP message.

Programmers using the AXL SOAP API should have some experience with C++, Java, Perl, or equivalent language, as well as knowledge or experience in the following areas:

A strong background with the XML Schema, which was used to define the AXL requests, responses, and errors, is also required. You can learn more about the XML Schema at the following link or search Google.com for “W3C XML schema”:

Learn more about the AXL SOAP API on Cisco.com (login may be required) at the following links or search for “AXL SOAP API”:

The Bulk Administration Tool (BAT), a web-based application, helps you perform bulk modifications to the CallManager database. With BAT, you can create templates and commaseparated value (CSV) files that can be reused for future bulk modifications. You can use BAT for database changes (including add, update, or delete, depending on the device type) for users, user device profiles, managers/assistants, most Cisco IP Phone models and some third-party phone models, speed dials, lines, IP phone services, forced authorization codes, client matter codes, CAPF configuration, resetting or restarting phones, Cisco VG200 gateways, FXS ports on Cisco Catalyst 6000 gateways, and combinations such as adding phones and users all at once. With BAT, you minimize the amount of time you spend manually adding, updating, or deleting users and devices in CallManager Administration. You can also use BAT to export selected information about specific phones or all phones in the CallManager database.

You can learn more about BAT in Chapter 6, “Manageability and Monitoring,” or at the following location or search Cisco.com for “BAT”:

The Cisco EGW 2200 Enterprise Gateway (EGW) is a media gateway controller that serves as a migration tool for optimizing the transition from existing Digital Private Network Signaling System (DPNSS) PBX enterprises to CallManager. The Cisco EGW also introduces Cisco Unity into existing DPNSS or QSIG PBX enterprises and supports toll bypass for QSIG and DPNSS PBXs. In these deployment scenarios, the Cisco EGW acts as an adjunct to CallManager and Unity to complete a connection to the PSTN.

The Cisco EGW targets the enterprise market and the Cisco PGW supports the worldwide service provider and large enterprise markets.

The Cisco PGW 2200 Softswitch is a flexible multiple-protocol media gateway controller that provides a bridge between the Public Switched Telephone Network (PSTN) and packet networks.

In conjunction with Cisco media gateways, the PGW 2200 Softswitch acts as a PSTN gateway that allows service providers to deploy and operate multiple packet-based network applications while maintaining a stable interconnect with the PSTN. At the heart of the product is its Universal Call Model, which allows the PGW 2200 to support interoperability between multiple legacy TDM interfaces and Internet protocols, including Signaling System 7 (SS7/C7), PRI, DPNSS, ITU QSIG, MGCP, SIP, and ITU H.323 protocols.

You can learn more about Cisco EGW/PGW at the following links or search Cisco.com for “Cisco EGW” or “Cisco PGW”:

CDR Analysis and Reporting (CAR), formerly known as the Administrative Reporting Tool (ART), provides call and billing information; usage reporting; and performance information on the CallManager system via a web-based application, including end-to-end management information for voice quality and quality-of-service (QoS) metrics.

Calls are grouped into a voice-quality category based on the call information provided by call detail records (CDR), the diagnostic call management records (CMR), and QoS parameters you specify. Information that is not present in CDRs and CMRs, but that is required for various reports, is retrieved from LDAP or must be supplied by the CAR administrator. After this information is retrieved, it is stored in a CAR database. CAR can then use this information to generate billing, usage, forced authorization code, client matter code, traffic summary, voice quality, and other reports for the CallManager system.

Chapter 6 provides additional information about CAR. You can view the user guide for CAR at the following location (then follow these navigation instructions: choose your release > Serviceability > the serviceability guide for your release) or search Cisco.com for “CDR Analysis and Reporting”:

Cisco CallManager Express (CME), formerly called Cisco IOS Telephony Services, is an optional software feature in Cisco IOS-based routers designed for customers looking to deploy IP Communications solutions for the small/medium business or branch office. The solution supports 240 phones or fewer and provides customers with a choice of distributed call processing that works with CallManager at the central site. Whether offered through a service provider’s managed services offering, positioned in a retail environment, or purchased directly by a corporation, CallManager Express offers many of the core telephony features required in the small office as well as many advanced features not available on traditional telephony solutions.

CallManager Express offers the following benefits:

You can learn more about CallManager Express at the following link or search Cisco.com for “CallManager Express”:

CallManager Serviceability is bundled with CallManager Administration and provides alarm and trace configuration, as well a number of tools including Service Activation; a Control Center for starting and stopping services; QRT Viewer for retrieving problem reports logged by IP phone users; the Serviceability Reports Archive which, if configured, provides auto-generated alerts, call activity, and statistics reports; and real-time monitoring information about CallManager, Cisco IP Phones, gateways, applications, and infrastructure components within the IP Communications network. CallManager Serviceability monitors status and alarm information from these devices and can be configured to relay this information to service managers through SNMP and HTTP/XML via tools such as syslog and Event Viewer. CallManager Serviceability is automatically installed with CallManager and is accessible from the Application menu in CallManager Administration.

CallManager Serviceability provides alarm configuration and detailed alarm definitions as well as simplified tracing with the option to display trace results in easy-to-read XML format. The tradeoff with using an XML format is that less data is displayed. You can check version information for components installed in the CallManager system and monitor system and device status and alarms in real time using the Real-Time Monitoring Tool.

You can learn more about CallManager Serviceability in the online help (Help > Contents and Index).

The Cisco CallManager User Options web page allows users to configure various phone-related options. Some options are standard for all phone models, such as forwarding calls, changing the phone’s locale, changing the locale for your device profile, changing password and PIN, while the availability of additional features depend on the phone model in use. For example, users of some Cisco IP Phone models such as 7970G, 7960G, and 7940G can also set speed dial numbers, change the message waiting indicator policy for the phone, change the phone’s ring settings, manage Cisco IP Phone service subscriptions, configure Service URLs on their phone buttons, and configure Cisco Personal Address Book, as shown in Figure B-4.

Figure B-4. Cisco CallManager User Options Web Page for Cisco IP Phone 7960G

To have access to the Cisco CallManager User Options web page, users must be configured in the Global Directory of CallManager Administration. To use the features in the web page, users need to have a phone associated with them. The Cisco CallManager User Options web page is available by default, but you can turn off access to the various configuration items (such as speed dials, phone services, locales, and more) in the CCMUser Parameters area on the Enterprise Parameters Configuration page (System > Enterprise Parameters). Learn more about these parameters in the section “Cisco CallManager User Options Web Page” in Appendix A, “Feature List.” Also, for security reasons, you can disable external call forwarding so that users cannot set a call forwarding directive for a number that is outside of the CallManager system.

Cisco Messaging Interface enables you to use an external voice mail system with CallManager. The voice mail system must meet the following requirements:

You also need a Cisco Catalyst 6000 24-port FXS gateway, Cisco VG248 gateway, Cisco Catalyst 6000 8-port T1 or E1 gateway, or any MGCP-controlled IOS gateway installed and configured to interface with the voice mail system.

The SMDI-compliant voice mail system is connected to CallManager in two ways:

You can learn more about CMI in the CallManager documentation at the following link (follow these navigation instructions: choose your release > System Administration and Features and Services > choose the guide for your release > Cisco CallManager System Guide):

CallManager uses an LDAP directory to store authentication and authorization information about telephony application users as well as phone numbers and user information such as first name, last name, department number, manager’s name, and so on. Authentication establishes a user’s right to access the system; authorization identifies the telephony resources that a user is permitted to use, such as a specific telephone extension.

The CallManager LDAP directory infrastructure supports Secure Sockets Layer (SSL) connections, allowing applications to securely transmit data/information between CallManager and the LDAP directory server.

You can integrate CallManager with an external LDAP directory by running the Cisco Customer Directory Configuration Plugin (Application > Install Plugins). This plug-in serves the following purposes:

You can learn more about LDAP support in the Cisco IP Communications system in the CallManager Administration Guide at the following link:

The Real-Time Monitoring Tool (RTMT), formerly known as the Admin Serviceability Tool (AST), provides real-time information about your CallManager system for management and monitoring purposes. As of CallManager release 4.0, RTMT is a separate application from CallManager Serviceability, a move that offers greater speed and enhanced performance. After you install the Cisco CallManager Serviceability Real-Time Monitoring Tool plug-in (Application > Install Plugins), you access RTMT from your desktop.

Like Microsoft Performance, RTMT uses performance objects and counters to allow you to monitor and troubleshoot the enterprise IP telephony system. RTMT also provides alerting capability so that you can be advised with server messages or e-mails when specified conditions occur.

You can learn more about RTMT in Chapter 6, as well as at the following link (then click on your CallManager release > Serviceability > the serviceability guide for your release), or search Cisco.com for “CallManager Serviceability RTMT”:

The Tool for Auto-Registered Phones Support (TAPS) is a plug-in application (Application > Install Plugins) that enables you or users to automatically download a predefined user profile to a phone simply by plugging the phone into the network and dialing into a predefined TAPS directory number. TAPS can be used to update auto-registered phones with existing configurations, or to update auto-registered phones that received dummy Media Access Control (MAC) addresses when they were added to the CallManager database using BAT. TAPS requires that auto-registration be enabled in CallManager Administration (System > Cisco CallManager). TAPS can be used in conjunction with a Cisco Customer Response Solutions (CRS) server; TAPS requires the Cisco IP IVR application that runs on the Cisco CRS server for the user interface and prompts. Alternatively, for a four-port solution, TAPS can be used with Extended Services which you can download from Cisco.com.

Using BAT, you bulk-add phones using dummy MAC addresses which saves you the labor of manually entering valid MAC addresses for each phone in the bulk operation. You can then use TAPS to update the dummy MAC address automatically in the CallManager database with the phone’s actual MAC address. After the phones with dummy MAC addresses have been added to the CallManager database using BAT, either you or the phone’s end user can plug the phone into the data port, apply power, wait for the phone to auto-register with CallManager, and dial the TAPS directory number to re-initialize the IP phone. TAPS provides voice prompts to walk the user through the short initialization process.

TAPS provides a secure feature that prevents important directory numbers from being overwritten. For security reasons, you should disable auto-registration and stop the TAPS service when TAPS is no longer needed.

You can learn more about TAPS by searching Cisco.com for “TAPS.”

Cisco IP Communicator, whose predecessor was the Cisco IP SoftPhone, is a desktop application that turns a computer into a full-featured IP telephone. IP Communicator is designed for use as a supplemental telephone when traveling or as a telecommuting device. When using IP Communicator remotely, users aren’t just taking their office extension with them, they also have access to the same familiar phone services they have in their office. When registered to CallManager, IP Communicator has the features and functionality of a Cisco IP Phone, including the capability to transfer calls, forward calls, and conference additional participants to an existing call. This also means that you can provision IP Communicator just like any other Cisco IP Phone, greatly simplifying IP phone administration. Figure B-5 shows the IP Communicator user interface.

Figure B-5. Cisco IP Communicator

Learn more about IP Communicator at the following link or search Cisco.com for “IP Communicator”:

Cisco VT Advantage enables you to add video to your existing Cisco IP Phone models 7940G, 7941G, 7960G, 7961G, 7970G, and 7971G-GE, in effect turning the phones into videophones. Cisco VT Advantage application software, coupled with the Cisco VT Camera, allows a PC connected to a Cisco IP Phone to add video to phone calls without requiring any extra button pushing or mouse clicking.

Cisco VT Advantage works so well that video telephone calls are just like regular phone calls. Features such as call forward, transfer, conference, and hold, are available with video and are all initiated through the IP Phone. IP telephony and IP video telephony are delivered to every employee using a unified dial plan and a common directory through CallManager. When a user places a call to another IP Phone with video capability, the call proceeds as a video call seamlessly. If the other party does not have video capability, the call proceeds as a voice-only call. In addition, because Cisco VT Advantage utilizes standards-based video protocols such as H.263, it can interoperate with H.323- and H.320-based videoconferencing devices.

Learn more about Cisco VT Advantage in the Cisco IP Video Telephony Solutions Reference Network Design (SRND) guide, at the following links, or search Cisco.com for “VT Advantage” or “SRND”:

Cisco provides Telephony Application Programming Interface (TAPI) software as plug-in applications (Application > Install Plugins). You can use the SDK to develop applications to use in conjunction with CallManager. TAPI is the set of classes and principles of operation that constitute a telephony application programming interface. TAPI implementations are the interface between computer telephony applications and telephony services. The Cisco TAPI implementation uses the Microsoft TAPI v2.1 specification and supplies extension functions to support Cisco IP Communications solutions.

CallManager provides the TAPI Service Provider (Cisco TSP). Cisco TSP allows developers to create customized IP telephony applications for Cisco users, for example, voice mail with other TAPI-compliant systems, automatic call distribution (ACD), and caller ID screen pops. Cisco TSP enables the Cisco IP Communications system to understand commands from the user-level application, such as Cisco IP SoftPhone, with the operating system.

The Cisco TSP is a TAPI-based application programming interface that allows applications to communicate with CallManager using a standard set of functions. Cisco TSP is a plug-in application available in CallManager Administration (Application > Install Plugins). TAPI implementation consists of a Cisco TSP client that resides on all client machines running Cisco TAPI applications. Installation of the Cisco TSP is necessary before Cisco or partner-developed TAPI applications will function correctly. The Cisco TSP software is installed on the machine where applications reside.

CallManager provides Java Telephony Application Programming Interface (JTAPI) software as a plug-in application (Application > Install Plugins). You can use the SDK to develop applications to use in conjunction with CallManager. JTAPI is an object-oriented API for telephony applications written in Java. JTAPI is an abstract telephony model capable of uniformly representing the characteristics of a wide variety of telecommunication systems. Because it’s defined without direct reference to any particular telephony hardware or software, JTAPI is well suited to the task of controlling or observing nearly any telephone system. For instance, a computer program that makes telephone calls using an implementation of JTAPI for modems might work without modification using the Cisco JTAPI implementation.

JTAPI implementation consists of a Cisco JTAPI Service Provider (also referred to as Cisco JTAPI) client that resides on all client machines running Cisco JTAPI applications. Installation of Cisco JTAPI is necessary before Cisco JTAPI applications will function correctly. Cisco JTAPI is a plug-in application available in CallManager Administration (Application > Install Plugins). The Cisco JTAPI software is installed on the machine where JTAPI applications reside.

After you install and configure the Cisco JTAPI plug-in, the JTAPI framework connects to the Cisco CTIManager service to initialize the CTI connection. JTAPI sends the configured authentication information during initialization. CTIManager performs authentication for the user and authorization to determine which devices the user has the privilege to control.

You can learn more about JTAPI development at the following link or search Cisco.com for “JTAPI”:

Cisco CallManager Attendant Console, formerly Cisco WebAttendant, is an affordable and scalable solution that replaces the traditional PBX manual attendant console.

Attendant Console works in conjunction with a Cisco IP Phone to allow the attendant to quickly accept and dispatch calls to enterprise users. An integrated directory service provides traditional busy lamp field (BLF) and direct station select (DSS) functions for any line in the system. One of its primary benefits over traditional attendant console systems is its ability to monitor the state of every line in the system and to efficiently dispatch calls. The absence of a hardware-based line monitor device offers a much more affordable and easily distributed manual attendant solution than traditional consoles. Figure B-6 shows the Attendant Console interface.

Figure B-6. Attendant Console Interface

Call distribution groups can be assigned to any pilot number, which can in turn be assigned to an Attendant Console hunt group. The hunt group represents answerable lines in a multiple attendant system. Calls are queued to an online attendant group, thereby allowing scale and distribution among multiple operators. Multiple Attendant Consoles can be configured to monitor the same lines, affording scale to multiple operators when conditions require.

Attendant Console provides the following features, among others:

You can learn more about Attendant Console at the following links or search Cisco.com for “Attendant Console”:

Cisco Emergency Responder enables emergency agencies to identify the location of 911 callers (the emergency services number in the North American Numbering Plan) and eliminates the need for any administration when phones or people move from one location to another. Enhancing the existing E9-1-1 functionality in CallManager, Emergency Responder’s real-time location-tracking database and improved routing capabilities direct emergency calls to the appropriate Public Safety Answering Point (PSAP) based on the caller’s location.

Emergency Responder provides the following features:

To ensure smooth operation, be sure to test your CER configuration prior to deployment. For best practice reasons, confirm that the information your system sends through the PSTN is accurately communicated to the PSAP.

You can learn more about Cisco Emergency Responder at the following links or search Cisco.com for “Cisco Emergency Responder”:

Cisco IPCC is an IP-based, high-function contact center for use with CallManager. IPCC comes in three editions:

Using Cisco Customer Response Solutions technology, the suite of IPCC products provides the following functionality:

The IPCC uses JTAPI to control IP phones and to convey call control messages to CallManager. IPCC can be internetworked to other vendors’ call centers and PBXs through a Cisco proprietary protocol. Through internetworking, a large, distributed, feature-transparent call center network can be constructed where each node has access to telephony and data information for every call. Sophisticated agent interaction is available through a software-based agent application.

You can learn more about IPCC at the following links or search Cisco.com for “IPCC”:

The Cisco IP Manager Assistant (IPMA) feature enables managers and their assistants to work together effectively. IPMA provides a call routing service and desktop interfaces for both the manager and the assistant. The IPMA service intercepts calls that are destined for managers and routes them to selected assistants, managers, or other targets based on preconfigured call filters. Managers can change the call routing dynamically. For example, by pressing a softkey on the phone, the manager can instruct the service to route all calls to the assistant and can receive status on these calls.

The IPMA Configuration Wizard is run once at the initial setup of the CallManager cluster. The server on which the Bulk Administration Tool is installed should be the server on which the wizard is run. The wizard utilizes pregenerated partitions and calling search spaces and improves the initial configuration experience for IPMA. While improving the configuration capability, the wizard gives you full control of the configuration. After you verify the data and click the Submit button, the wizard populates the database with all the data necessary for IPMA to function as configured.

The IPMA Assistant desktop user interface is consistent with the Attendant Console user interface. A status bar provides online/offline status as well as status of the connection to the server. Call control icons offer improved control over the call features. Call handling for the assistant incorporates double-clicks, drag and drop, right-click menus, menu bar, and call control buttons. The Cisco IPMA configuration is linked from the User Configuration page in CallManager Administration (Global Directory > find and select a user > Cisco IPMA) and allows you to configure manager information and specify the lines that IMPA will control.

You can learn more about IPMA at the following links or search Cisco.com for “IP Manager Assistant”:

Cisco IP Phone Address Book Synchronizer allows users to synchronize Windows Address Book (Start > Programs > Accessories > Address Book) with the Cisco Personal Address Book service. From a Cisco IP Phone, a user can use the Personal Address Book service to look up entries, make a selection, and press a softkey to dial the selected number.

The Synchronizer provides two-way synchronization between Microsoft and Cisco products. You must download the plug-in and then post it to a location that end users can access so they can utilize the Cisco IP Phone Address Book Synchronizer application.

You can learn more about the IP Phone Address Book Synchronizer at the following link or search Cisco.com for “IP Phone Address Book Synchronizer”:

The Cisco IP Phone Services SDK makes it easier for web developers to format and deliver content to Cisco IP Phone models such as 7971G-GE, 7970G, 7960G, 7940G, 7920, 7912, and 7905 by providing web server components for LDAP directory access, web proxy, and graphics conversion. Access to these services is provided through an XML API into the phone. An embedded XML parser within the phone is able to parse selected XML tags. The SDK also contains several sample applications that illustrate the use of the various XML tags that the phone supports. The SDK includes the following items:

See the section “Cisco CallManager User Options Web Page” in this appendix for more information about how users subscribe or unsubscribe to services you create or install from the SDK. You can learn more about creating and coding Cisco IP Phone services in the Cisco Press book Developing Cisco IP Phone Services (ISBN: 1-58705-060-9). You can learn more about the SDK at the following links or search Cisco.com for “Cisco IP Phone Services SDK” or “Applications Central”:

Cisco MeetingPlace provides a fully integrated rich-media conferencing solution, including voice-, web-, and videoconferencing capabilities. MeetingPlace resides on the network and offers unmatched security, reliability, scalability, application integration, and cost-efficiency.

When integrated with a Cisco IP Communications network, MeetingPlace takes advantage of voice and data networks to greatly reduce or eliminate substantial ongoing monthly service charges, transport tolls, and recurring conferencing charges. You can also access MeetingPlace from the display on a Cisco IP Phone. MeetingPlace integrates with Cisco IP/VC multipoint control units (MCU) to enable scheduling of video conferences.

You can purchase a MeetingPlace solution outright and manage it yourself. You can also purchase hosted or on-premise services that are managed by Cisco or a certified MeetingPlace Service Provider. MeetingPlace Managed Solutions combines the benefits of a dedicated on-network conferencing solution with the convenience of an outsourced, pay-per-use conferencing service.

You can learn more about MeetingPlace at the following link or search Cisco.com for “MeetingPlace”:

Cisco MeetingPlace Express is the next-generation low-end audio and web-conferencing solution designed to provide many of the benefits offered in MeetingPlace for the commercial, workgroup, and small enterprise markets. MeetingPlace Express improves corporate productivity, reduces costs using OnNet capabilities, and enhances the user’s meeting experience. MeetingPlace Express will be available in late 2005 and will offer Cisco Conference Connection (CCC) customers a strong migration path to a rich-media conferencing solution.

For more information, search Cisco.com for “MeetingPlace Express.”

Cisco Personal Assistant is an application that plays the role of a virtual personal assistant. Personal Assistant can be used by anyone in your company to redirect incoming calls based on rules that individual users create. Incoming calls can be handled differently based on caller ID, date and time of day, and the user’s meeting status based on the user’s calendar. Personal Assistant can also selectively route calls to other telephone numbers so that an incoming call to a desk phone can be routed to a cell phone, home phone, or other phone based on the call routing rules created by the user. An incoming call can even generate an e-mail-based page. For example, if you are in a meeting from 2 to 3 p.m., you can configure Personal Assistant to send your calls to voice mail and page you with details of the call except if it is caller Y. In that case, you can direct Personal Assistant to forward the call to your cell phone.

Personal Assistant includes speech recognition as well. By simply speaking to Personal Assistant, users can access their voice mail and perform directory dialing and conferencing. Speech-enabled features are described in the following list:

You can learn more about Personal Assistant at the following links or search Cisco.com for “Personal Assistant”:

Cisco Unity provides voice mail and unified messaging so you can access voice, fax, and e-mail messages using your desktop PC, a touch-tone telephone, or the Internet. With simplified message management, you can have all voice, fax, and e-mail messages delivered to your Microsoft Outlook inbox. Unity provides a self-enrollment conversation that is so easy to use, new employees can personalize their voice mailboxes and begin using Unity within minutes. Users can choose between full menu options or brief menus for faster system navigation. Text-to-speech capability exists, enabling users to listen to e-mail messages, numerous configurable personal greetings, and many more features.

Cisco Unity supports CallManager as well as leading traditional telephone systems, even simultaneously, to help you transition to IP telephony at your own pace and protect the investment you have in existing infrastructure. Unity integrates with CallManager using a software-only solution, requiring no additional hardware.

You can learn more about Unity at the following links or search Cisco.com for “Unity”:

Cisco Unity Express provides voice mail and automated attendant services for small and medium branch offices with either CallManager or CallManager Express. Unity Express integrates into the broad range of Cisco Access routers including the Cisco 2600XM series, Cisco 2800 series, Cisco 3700 series, and Cisco 3800 series providing design options and flexibility. Unity Express integrates with CallManager using JTAPI and supports typical voice mail features such as message composition, message save, forward, reply, delete, undelete, and tagging for urgency or privacy. You can easily customize the standard automated attendant for Unity Express with the time of day, day of week, holiday schedules, and multiple menu levels to meet the specific needs of your organization. Cisco Unity Express also supports Voice Profile for Internet Mail (VPIM) for voice mail message networking interoperability.

You can learn more about Cisco Unity Express at the following links or search Cisco.com for “Unity Express”:

Cisco WebDialer works in conjunction with CallManager to allow IP Phone users to make calls from web and desktop applications. For example, an online company directory uses WebDialer to provide hyperlinked telephone numbers that enable users to initiate a call on their IP Phone by clicking the telephone number of the person they want to call. Another example is an Outlook Add-in that enables users to make calls from their Outlook contacts.

Two Java servlets—WebDialer servlet and Redirector servlet—used together or independently of each other based on your application interface, comprise WebDialer.

The WebDialer servlet interacts with CallManager to allow call origination and termination as well as phone configuration. The WebDialer servlet supports two types of application interfaces:

The Redirector servlet locates the relevant CallManager cluster to fulfill a request that a WebDialer user makes. The servlet then redirects that request to the specific WebDialer server located in that user’s CallManager cluster. The Redirector servlet is only involved for multiple cluster applications that are developed using HTML over HTTP interfaces.

You can learn more about WebDialer at the following link or search Cisco.com for “WebDialer”:

The CallManager Trace Collection Tool is a plug-in to CallManager (Application > Install Plugins) that collects traces for a CallManager cluster into a single .zip file. The collection includes all traces for CallManager and logs such as those sent to Event Viewer, Dr. Watson, Internet Information Server (IIS), Structured Query Language (SQL), ProgLogs, and Directory logs. You can select traces based on date/time criteria, and you can choose the compression factor when zipping the resulting trace files.

Learn more about the Trace Collection Tool by searching Cisco.com for “Trace Collection Tool.”

Use the Cisco Dialed Number Analyzer, a plug-in to CallManager (Application > Install Plugins), to test a CallManager dial plan prior to deploying it, or to analyze dial plans after implementation. You can also use the tool to trace the path of a specific string of digits, which can help you identify problems with the dialed digits or with the dial plan itself. The tool applies the complex permutations of the dial plan to inbound and outbound calls, such as calling search spaces, calling and called party transformations, features such as call park and more, to analyze the dialed digits and show details of the call.

You can learn more about the Cisco Dialed Number Analyzer by searching Cisco.com for “Dialed Number Analyzer.”

The Cisco IP IVR uses Cisco Customer Response Solutions technology to allow you to develop speech-enabled, self-service, menu-driven applications that callers use to navigate your database to acquire information from or enter data into the database. Examples of IVRs include the automated flight arrival and departure times offered via toll-free telephone number by most airlines, and automated account information from banks and credit card companies. With Cisco IP IVR, you can direct customer access to data by processing user commands entered through touch-tone or speech recognition.

The Cisco IP IVR is written entirely in Java and designed and constructed by Cisco to facilitate concurrent multimedia communication processing. The Cisco IP IVR architecture is open and extensible, allowing you to incorporate voice XML applications and custom-developed Java classes to extend the Cisco IP IVR solution to meet your unique business needs.

Cisco IP Queue Manager (IP QM) is a subset of the Cisco IP IVR available for IPCC Enterprise customers, providing call treatment and queuing with IPCC Enterprise, allowing callers to select routing options and wait on hold until an agent is available. Cisco IP QM call treatment messages can be prerecorded announcements or dynamic announcements tailored to specific caller interests. Like a website that displays content based on a user’s previous visits, IP QM can provide dynamic content to queued callers, delivering unique messages tailored to each caller’s needs, the route selected, the caller’s place in the queue, or other associated values.

You can learn more about IP IVR and IP Queue Manager at the following links or search Cisco.com for “IP IVR” or “IP Queue Manager”:

Cisco Security Agent provides proactive and adaptive threat protection for servers and desktop computing systems. CSA brings together multiple levels of security functionality by combining host intrusion prevention, distributed firewall, malicious mobile code protection, operating system integrity assurance, and audit log consolidation all within a single agent package.

CSA technology is composed of several elements:

You can learn more about CSA at the following links or search Cisco.com for “Cisco Security Agent” or “SAFE IP Telephony Blueprint”:

CiscoWorks ITEM is a powerful suite of applications and tools that continuously evaluates and reports the operational health of your IP telephony system. CiscoWorks ITEM provides specialized operations and security tools beneficial to large and small IP telephony implementations. CiscoWorks ITEM provides the following:

The CiscoWorks family of web-based products also includes the CiscoWorks QoS Policy Manager (QPM), which provides centralized QoS monitoring, policy control, and automated reliable policy deployment across network infrastructures for converged voice, video, and data applications. CiscoWorks QPM enables you to do the following:

You can learn more about CiscoWorks ITEM and CiscoWorks QPM at the following links or search Cisco.com for “CiscoWorks IP Telephony Environment Monitor” or “CiscoWorks QoS Policy Manager”: