Cisco Unified

Cont a ct Cent er
E nt er p r ise Ca se
S t u dy

Nebojsa Damjanovic - C onsu l t ing S y st em Eng ineer

T amp a, F l or id a U S A
( M er r il l L y nch , A mer ican Ex p r ess, I B M
G E, F O R D, G M , C it ibank , F l or id a P r emier )

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 1

 Agenda

Contact Center Customers

W h y Ci sco Contact Center

K ey T ech ni cal M ark et T ransi ti ons

Ci sco S O N A and U ni f i ed
Communi cati ons

Ci sco Customer Contact S trateg y

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 2

 C o nt ac t C ent er P o r t f o l i o b y P r o du c t L i ne

Unified Contact Center Express

Unified Contact Center Enterprise
Unified Contact Center H osted

Unified Contact Center Enterprise

Unified Contact Center H osted

Unified I P I V R
Unified CV P

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 3

 0
1 3 M i l l i o n P h o nes i n 6 Y ear s

13M+ C i s c o IP P h o n e s S h ip p e d to O v e r
4 8 ,0 0 0 +U C C u s to m e r s In c lu d in g 7 0 % +o f th e
F o rtu n e 5 0 0 U s in g C is c o U n if ie d
C o m m u n ic a tio n s

200+ c u s t o m e r s d e p l o y i n g m o r e t h a n 5 , 000 I P p h o n e s

8 M +U n it y s e a ts s h ip p e d

1 .1 M +C o n ta c t C e n te r s e a ts

200K + M e e t i n g P l a c e l i c e n s e s

3 0M + V o I P p o r t s s h i p p e d

8 0M + P o w e r o v e r E t h e r n e t p o r t s

7 0K + C i s c o U n i f i e d C o m m u n i c a t i o n s M a n a g e r l i c e n s e s

6 5 K +C is c o U n if ie d C o m m u n ic a t io n s M a n a g e r E x p r e s s
lic e n s e s
C is c o I s D i s p l a c i n g 16 , 0 0 0 T D M P h o n e s E v e r y
B u s in e s s D a y
C is c o S h i p p e d O v e r 1M+ P h o n e s E a c h o f L a s t
4 Q u a rte rs

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l S o u r c e : C i s c o , J u n e 20 0 7 4

 Brief history of Cisco’s cu stom er con ta ct
b u sin ess

1999: Entered market via acquisition of GeoTel

1999 – 2 0 0 1: V irtual call centers, advanced C TI ,
netw ork-b ased I V R

2 0 0 1 – p resent: A C D routing for C isco C allM anag er

2 0 0 3 – p resent: I nteg rated multi-ch annel contact,
seamless inb ound/ outb ound b lending

2 0 0 3 – p resent: A dvanced sp eech self service, intellig ent
netw ork-b ased queuing and treatment

2 0 0 6 : A cquisition of A udium

2 0 0 7 and b ey ond: I nteg ration of know ledg e w orkers,
customer interaction analy sis, video into p roducts
P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 5
 S t r o ng H i s t o r y o f S u c c es s i n C u s t o m er
C o nt ac t
Sp ieg el
T elec o m N ew Z ea la n d A m e r ic a n E x p r e s s
Com p uter Scien ces Corp . Credit Suisse F irst B oston
Chea p T ick ets
A c c es s H ea lth B a r c la y C a ll
A b b ey N a tion a l E m p ire B lue Cross B lue Shield N orw est M ortg a g e
R osen b luth I n tern a tion a l A eg on U SA C itiz en s B a n k
U n ited Hea lthca re Ca ll I n tera ctive
Sta rw ood/ I T T L a n ds ’ E n d Household Credit Services
N orthw est A irlin es A tos M ultim edia T ra velers
C a b le & W ir eles s O ra n g e
W est T el eservices I n f o n et W a chovia
CI B C R oy a l & Sun A llia n ce
A ir tel J C P en n ey M o r g a n S t a n le y D e a n W itt e r
A lls ta te Fis h er S c ien tif ic SD V N a tion a l W estm in ster
F irst D irect B a n k C A IS In te rn e t
A A A -R E SP O N SE D el ux e C orp orat ion Con tin en ta l A irlin es
S p r in t
W ach ovia
A T & T F ord Con tin en ta l A ir
A m er ic a n A ir lin es
Fr a n c e T elec o m N a tio n a l S u p p o r t C e n te r
U SA T oda y
Cib a V ision
A m er ic a O n lin e Fidelity Sun L if e F edera l E x p ress
Con verg y s
N ex tel
ED S
D ub a i I n tern et City B ritish G a s
M etris C en da n t U U N et
C h a s e A etn a Progressive Insurance C itic o r p
G M A C
M on tg om ery W a rd Sea rs D e u ts c h e B a h n F ir s t U S A P rotection O n e
A ir T ours
D ell C o m p u ter Q u a lip h o n e
P r iv ileg e I n s u r a n c e v C u s to m er W ells F a rg o E n erg is
B r it is h T e le c o m IB M
V oiceStrea m E x cel Com m un ica tion s C o m p a q C en s u s B u r ea u
A llm e r ic a F in a n c ia l
U S A G ro u p D a m a rk I n tern a tion a l P a cif ic G a s & E lectric W hitb rea d
In te rn a l R e v e n u e S e r v ic e
F reem a n s
D elta A ir lin es Provid ian F inancial
U n ited P a r c el S er v ic e
G E Ca p ita l R etevision
Sta p les J a z z T el A m erica n Cen tury W orldn et
C a p ita l O n e
P r u den tia l I n s u r a n c e M B N A
G E I C O D ir ec t A m er ix Sta te of Ca lif orn ia Ca rlson W a g on lit T ra vel B ell C a n a da
O rien ta l T ra din g
is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d .M Ca i s r c o r C io o n ftt
i d e n I t i n a l ter n a tio n a l
U S A irw a y s© 2 0 0
P r e s e n ta tio n _ ID 7 C
Fr a n k lin R es o u r c es Con E dison 6
 P eop l e Cha l l en g e
Increase Productivity

O v e r v ie w
– 4 4 8 B r a n c h e s ( in c lu d in g s to r e fr o n ts )
– 4 30 0 C u s t o m e r S e r v i c e A g e n t s
– 1. 8 M C a l l s / Mo n t h
– O r d e r s t o B r a n c h e s D r i v e Ma j o r i t y o f R e v e n u e

S o lu tio n
– C V P a n d IP C C E n te r p r is e

In c u m b e n t
– A v a y a , C o m d ia l, a n d E x e c u to n e

R e s u lts
– A b le to S e a m le s s ly E x p a n d to In c lu d e N e w B ra n c h e s
– P r o v id e s E n te r p r is e C la s s C o n ta c t C e n te r E v e r y w h e r e w ith S in g le
A d m in is tr a tio n P o in t
– P r o v id e s R o b u s t D is a s te r R e c o v e r y
• S y s te m L e v e l
• B r a n c h -b y -B r a n c h B a s i s
– C o n v e r te d B r a n c h e s a r e E x c e e d in g R e v e n u e T a rg e ts
– S e r v ic e L e v e ls S k y r o c k e te d
P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 7
 Bu sin ess Cha l l en g e
Increasing R evenue

O v e r v ie w
– U S O p e r a tio n s
– 4 0 0 A g e n ts
– In b o u n d a n d O u tb o u n d G ro u p s

S o lu tio n
– IP C C E n te r p r is e w it h O u tb o u n d O p tio n

In c u m b e n t
– N o rte l

R e s u lts
– B le n d in g o f In b o u n d a n d O u tb o u n d R e s o u rc e s
– H ig h ly S k ille d R e s o u r c e s fr o m In b o u n d S k ills e t b r o u g h t in to O u tb o u n d
S k ills e t w h e n th e r e a r e le s s th a n 2 0 C a lls Q u e u e d
– R e v e n u e T a r g e ts m e t w ith n o in c r e a s e in A g e n t C o u n t
– B e t t e r R e p o r t i n g Me t r i c s
– A b a n d o n R a te R e d u c e d b y H a lf
– S e r v ic e L e v e l In c r e a s e d b y 4 0 %
– A v e ra g e S p e e d o f A n s w e r Im p ro v e d b y 4 5 %
P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 8
 Bu sin ess Cha l l en g e
Increasing R evenue

O v e r v ie w
– G lo b a l O p e r a tio n s
– 130 0 0 A g e n t s
– 8 0 lo c a tio n s
– In b o u n d

S o lu tio n
– IC M w ith A v a y a /N o r te l

In c u m b e n t
– N o rte l

R e s u lts
– B e t t e r R e p o r t i n g Me tr ic s
– A b a n d o n R a te R e d u c e d b y H a lf
– S e r v ic e L e v e l In c r e a s e d b y 6 0 %
– A v e ra g e S p e e d o f A n s w e r Im p ro v e d b y 6 5 %

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 9

 P rocess Cha l l en g e
V irtual iz ed O p erations

O v e r v ie w
– 8 0 m illio n c a l l s , 17 0 m i l l i o n m i n u t e s p e r y e a r
– 30 0 , 0 0 0 c u s to m e r s p e r d a y , 2 5 ,0 0 0 c a lls p e r h o u r
– 30 0 0 + A g e n ts
– A ll s ite s s e e n a s “C u s t o m e r I n t e r a c t i o n N e t w o r k ”

S o lu tio n
– IP C C H o s te d

In c u m b e n t
– E r ic s s o n

R e s u lts
– G a in e d 10 % p r o d u c tiv it y v ia e ffic ie n t u s e o f a g e n t r e s o u r c e s
– A llo w s ra p id d e p lo y m e n t o f n e w s ite s to h a n d le p e a k tr a ffic p e r io d s
– S y s te m c o m b in e s in fo r m a tio n a n d r e s o u r c e s to b e tte r u n d e r s ta n d
th e ir b u s in e s s

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 10

 C i s c o -o n-C i s c o
G l o b al B ac k b o ne S er v i c es

24 x 7
F o llo w th e s u n
A ll o r n o th in g
In th e a te r , d u r in g b u s in e s s h o u r s , la n g u a g e s u p p o r t

London
Brus s el s


B e i j i ng

T ok y o

S e u l

San J os e
R T P , N C

Sy d ney

Support Backbone

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 11

 Intelligent Contact Management
D ep loy ment
L o n do n B r u s s els
A m s ter da m -

R T P

S a n J o s e

ICM
S ydn ey

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 12

 V ar i et y o f C al l C ent er s o n I P C C
G C C –c o m p le x ity :
•5 0 C o u n t r i e s / L o c a t i o n s w i t h i n c o u n t r y / t o l l f r e e a c c e s s
•8 2 p o s s i b l e n u m b e r s d i a l e d
•1 3 7 U n i q u e c a l l h a n d l i n g a p p l i c a t i o n s
•7 L o c a t i o n s ( 3 o u t s o u r c e d )
•1 21 h i d d e n C T I R o u t e p o i n t s
•1 1 S k i l l s e t s ( g l o b a l l y )
•6 5 C a l l t y p e s ( e x : G C C C is c o L iv e , G C C K o re a n )

C o r p O p s –H ig h v o lu m e , s h o r t ta lk tim e .
•8 00 c a l l s p e r a g e n t / d a y
•1 00% tra n s fe rs

•G T R C –C o m p le x p h o n e tr e e s , a g e n ts o n lin e

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 13

 T o p 5 r eas o ns w h y c u s t o m er s c h o o s e
C i s c o C o nt ac t C ent er Ap p l i c at i o ns

1 ) P rov en track record of i nnov ati on

2 ) E ase of use and g row s w i th y our b usi ness
3 ) F l ex i b l e d ep l oy ment op ti ons
4 ) S up p orts th i rd -p arty sol uti ons and ap p l i cati ons
5 ) A d d resses customer p ai n p oi nts

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 14

 C E O s : P u t t i ng C u s t o m er s F i r s t i n 2 0 0 8
Customer service top of list of issues in recent CEO report.

S ource: N Y S E C E O R ep ort 2 0 0 8 , O p inion R esearch C orp orat ion, 2 0 0 7

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 15
 R ec r u i t i ng C o nt ac t C ent er T o p T al ent

L a u r e n t P h i l o n e n k o – V P & G M, C o n t a c t C e n t e r B u s i n e s s U n i t

J o h n H e r n a n d e z – D i r e c t o r o f P r o d u c t Ma n a g e m e n t

A le x S m e lik – S o lu tio n s A r c h ite c t

S te v e n V a u g h a n –D ir e c to r o f A d v a n c e d S r v s

Mu r a l i S i t a r a m –V P o f E n g in e e r in g

R i c h a r d Mc L e o d – D i r e c t o r o f B u s i n e s s D e v e l o p m e n t

C liv e S a w k in s –D ir e c to r o f A p p lic a tio n s

R i c k Mo r a n – V P o f Ma r k e t i n g

R o x a n n S w a n s o n –V P V o ic e A p p lic a tio n S a le s

J o h n V a n D e r L i n d e - B u s i n e s s D e v e l o p m e n t Ma n a g e r

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 16

 T he P hon e O ften D estroys Cu stom er T ru st
T od a y ’s ty pica l service ex perience often d a ma g es g ood w ill
a nd ch a lleng es customer loy a lty .

I nconsistent service A g ent d oesn’t k now

ex perience w h oI a m

P oor usa b ility , e.g ., A g ent not tra ined

“voicema il j a il” to h a nd le my prob lem

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 17

 C u l p r i t : S i l o s t h e C o nt ac t C ent er

IV R Q u al it y C h at
M onit or ing

A C D A g ent E-mail
Desk t op

C T I W or k f or ce V id eo
O p t imiz at ion

P B X O u t bou nd Dash boar d and

Dial er A nal y t ics
P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 18
 S am p l e C u s t o m er T es t i m o ni al s

“W“E ach e ev b alusi nessa uni

uated numb t w ier l l b ofe sol ab l uti
e to ons ch tooose sup ap v ort
ari our
ety of
v f eatures
i si on of thendat -to-end
b est suid ts i g w i talh at th ey w ant
communi catitoons. h av eCif sco’s
or
th ei r customers.
contact center techT h nol e core og y sol easiutil y on
stood w i l l b out
e common
as th e b est
fand
i t tothmanag
en th eye our
’l l b eh i abg h l ev ol toume th i nk of ofd ata
i t asand a l av carte f orf i c
oi ce traf
i enh
n a ancements
secure and and ef f i cif eatures.
ent si ng ”l e-netw ork env i ronment. ”
Jeff Henderson
B a rrydent
V i c e-P resi G ra a nt nd,
Hea d C ofh C i ef
orpT ecorah nol
t e T ogec y h nol
O ffi ogc er y
T D I B R a M nkC

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 19

 Cisco S el f S erv ice M om en tu m
Recognized as top self service platform in 2007

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 20

 Cu st om er -Cent r ic
Ca r e

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 21

 C u s t o m er S er v i c e 2 . 0 ? User Centric
S im p l e & L ig h tw eig h t
D ecentra l iz ed
P a rticip a to ry
W EB 1 .0 W EB 2 .0

N etsca pe G oog le

Ofoto F lick r

B rita nnica Online W ik iped ia

P ersona l w eb sites B log g ing

C ont ent M anag ement W ik is

C ont act C ent er ? ? ? ? ?

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l S o u r c e : “W h a t i s W e b 2. 0 , ” O’R e i l l y 20 0 5 22

 Customer Driven Care
I d ent i f y R el at e Engage Ex t end P r ed i c t
C ustomer D emand

Y o u w i l l k no w m e w h en I c o nt ac t y o u

P redictions

A g ent s w il l not need t o au t h ent icat e cal l er s

P er sonal iz at ion w il l be t h e nor m, not t h e ex cep t ion

C r oss ch annel sessions w il l be consist ent – 1 0 0 % of d at a f r om a
w eb session w il l p er sist t o t h e p h one

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 23

 Customer Driven Care
I d ent i f y R el at e Engage Ex t end P r ed i c t
C ustomer D emand

Y o u w i l l t ak e m y p r o b l em as s er i o u s l y as I d o

P redictions

S op h ist icat ed cr isis manag ement t ech niq u es w il l be ap p l ied
br oad l y t o cu st omer ser vice

Ever y emp l oy ee w il l be avail abl e t o p r ovid e cu st omer ser vice

C u st omer s w il l no l ong er need t o escal at e t o su p er visor s

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 24

 Customer Driven Care
I d ent i f y R el at e Engage Ex t end P r ed i c t
C ustomer D emand

Y o u w i l l w o r k ar o u nd m y s c h ed u l e and l i f es t y l e

P redictions

No cal l er w il l ever be p u t on h ol d ag ain

8 0 % of al l cu st omer ser vice w il l be h and l ed via sel f ser vice

H al f or mor e of al l cu st omer issu es w il l be r esol ved by cu st omer
g ener at ed cont ent in ex p er t commu nit ies

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 25

 Customer Driven Care
I d ent i f y R el at e Engage Ex t end P r ed i c t
C ustomer D emand

W e w i l l i nt er ac t i n t h e c h annel t h at I c h o o s e

P redictions

S M S w il l accou nt f or 6 0 % of al l w r it t en car e commu nicat ions and
w il l become t h e r eceip t f or most t r ansact ions

4 0 % of car e int er act ions w il l invol ve vid eo, 2 5 % w il l invol ve T V s

6 5 % of vid eo int er act ions w il l be p r er ecor d ed ( e. g . sh ow me)

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 26

 Customer Driven Care
I d ent i f y R el at e Engage Ex t end P r ed i c t
C ustomer D emand

Y o u w i l l ant i c i p at e m y need s i n ad v anc e

P redictions

M ood s and cont act int ent w il l be ant icip at ed by t h e ent er p r ise

C al l er w il l g o t o t h e r ig h t p l ace t h e f ir st t ime - even if t h at is
ou t sid e of t h e cont act cent er

2 0 % of al l car e cal l s w il l not h ap p en at al l

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 27

 K ey T ech nica l
M a r k et T r a nsit ions

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 C o nt ac t C ent er : S t eady T r ans i t i o n t o I P
1 , 2 00 I P g r o w s f r o m 2 5 % to 6 0 % o f s ea t
s h ip m en ts f r o m 2 0 0 5 to 2 0 0 9
Worldwide Agent Shipments (000’s)

1 , 000

8 00

6 00

4 00

2 00

0
2 004 2 005 2 006 2 007 2 008 2 009
I P A g en t S ea ts
S o u r c e: G a r tn er ( 2 0 0 6 ) T r a ditio n a l T D M A g en t S ea ts
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 I P A d op tion : E n terp rise v s. Con ta ct Cen ter
9 0%

8 0%

7 0%

6 0%
I P M igra tion

5 0%

4 0%

3 0%

2 0%

10%
2 004 2 005 2 006 2 007 2 008 2 009

E n ter p r is e I P T elep h o n y ( L in es )
S o u r c e: G a r tn er ( 2 0 0 6 ) , S yn er g y R es ea r c h ( 2 0 0 6 ) I P C o n ta c t C en ter ( S ea ts )
P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 30
 Ar c h i t ec t u r al R ev o l u t i o n ( no t E v o l u t i o n)
T h e conta ct center w ill look very d ifferent in a few y ea rs.
C ont act C ent er A r ch it ect u r e
F u nct ion
C u r r ent Emer g ing
Scripting P ro prie ta ry V X M L , C C X M L

C a l l C o ntro l A C D , P B X C C X M L , SI P

“A ge nt” A v a il a b il ity A C D P re s e nce Se rv e r

V o ice / D a ta A l ignm e nt C T I V o I P ( SI P )
SO A -b a s e d
R o u ting L o gic P ro prie ta ry
b u s ine s s ru l e s
“A ge nt” D e s k to p P ro prie ta ry , f a t cl ie nt I M , A ny I P e nd po int

R e po rting P ro prie ta ry E nte rpris e B I s u ite s

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 31
 Cisco D ifferen tia tion :
P rotectin g A l l L ev el s of U n ified Com m u n ica tion s
A p p l i c a t i ons V a lu e-A dded C o m p o n en ts

Messaging, Customer Care,

and O th er A p p l ic ation S of tw are

E ndp oi nt s U s er I n ter f a c es O nl y Ci sco O f f ers

a Comp reh ensi v e
I P P h ones, V id eo T erminal s,
and O th er D el iv ery D ev ic es S y stems
A p p roach to
C a l l C ont rol S ys tem C o n f ig a n d O p er a tio n U ni f i ed
Communi cati ons
I nf rastruc ture and P rotoc ol s f or
Cal l Management and O p eration S ecuri ty

I nfra st ru c t u re N etw o r k Fo u n da tio n

S ec ure, R el iab l e
Communic ations th at Connec ts
A l l of th e O th er Comp onents

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 32

 D id y ou know ?

P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 33

 N e z ab oravite da se p rij avite na C isco N etw orkers 2 0 0 8 !

h ttp :/ / w w w . cisco. com/ w eb / europ e/ cisco-

netw orkers/ 2 0 0 8 / index . h tml

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P r e s e n ta tio n _ ID ©2 0 0 7 C is c o S y s te m s , In c . A ll r ig h ts r e s e r v e d . C is c o C o n fid e n tia l 35