Sie sind auf Seite 1von 49

BRKCOL-2700

HCS Update
Business, Architecture, And
Evolution

{Mo}: hammad Al-taraireh

Sr. HCS Solution Product Manager


Cisco Spark
Questions?
Use Cisco Spark to communicate
with the speaker after the session

How
1. Find this session in the Cisco Live Mobile App
2. Click “Join the Discussion”
3. Install Spark or go directly to the space
4. Enter messages/questions in the space

cs.co/ciscolivebot#BRKCOL-2700

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
Agenda

• Cisco Collaboration Evolution


• HCS Overview
• HCS What is New in HCS 11.5 / APNS
• HCS Deployment Options
• Hybrid Services for HCS
• HCS –Flexibility
Cisco Collaboration Evolution
Provide a
platform for building Digitize
custom solutions Your Business

Deliver the best


of both worlds

Accelerate
Create ubiquitous
appeal to Innovation with Hybrid
Enhance
Unify productivity with ensure adoption AGILITY
communication cost reduction
foundation
Enable
Simple & Seamless
Simplify Experiences Experiences
Converge
Voice, Video, & Data Collaboration Infrastructure
PAST FUTURE

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 5
Cisco Leading Execution

95% 87 million 290,000


of Fortune 500 Cisco Cisco Collaboration
use Cisco® Collaboration endpoints customers

3.5+ million 4 billion 26 million


Cisco contact Cisco WebEx® Cisco Jabber®
center agents minutes per month seats

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 6
Global market-leading UCaaS with HCS

66 132 5,400+
Countries Partners Customers

>5.4M 75% #1
Market share In Cloud UC* and
End-Users
(>500 users) contact center

*500 users and above

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 7
Engage with your Cisco Powered Cloud partner….

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 8
Hosted Collaboration Solution (HCS)
Solution overview
Hosted Collaboration Solution

• Comprehensive Unified
Communications and
collaboration as a service
• All the features and benefits
of Cisco Unified
Communications Manager
• Hosted by Cisco certified partners
• Proven service and support
• Global and secure
• Ideal for all size businesses

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 10
Market-Leading Cisco Collaboration Services

Voice Video Mobility Instant messaging Customer Conferencing


and presence care

Comprehensive UC as a service for any organization

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 11
Call control
Based on Cisco Unified Communications Manager

Voice

IM/Presence Video

• Market-leading platform • Voice, video, messaging


• Cloud-hosted PBX plus more • Full telephony feature set
• Integrated experiences
Secure Cloud • Reliability including
collaboration survivability

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 12
Supports the broadest endpoint portfolio on the market

Delivering consistent and delightful experiences on any device

Any room Any desktop Any pocket

7800 Series
IP phones

SX10 MX700, MX800 Mobile PC/MAC Tablet

8800 Series Cisco Spark™


Cisco Spark Room Kit IP phones

Cisco WebEx®
DX Series
Room 55 Cisco Spark Room Kit Plus Cisco Jabber®

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
Delivering mobility
For anytime, anywhere communications

Simultaneous ring on
all phones – even on Extend your office phone
calls to mobile phone

Seamlessly move Place mobile calls through


calls between mobile Cisco HCS Cisco HCS – others can see
and desktop phones your mobile presence

Single voice
Cisco Jabber or
mailbox across all
Spark Mobile Client
phone numbers

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 14
Cisco Jabber

All-in-one UC application Collaborate from any workspace


• Presence and IM
• PC, Mac, tablet, and smartphone
• Voice, video, and voice messaging
• On-premises and cloud
• Desktop sharing and conferencing
• Integration with 3rd party productivity tools
• VPNless access, Single Sign On

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 15
Secure management portal

User and device Manage services


management and integrations

Role based SSO and


access controls directory sync

Bulk Customize
provisioning services

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 16
Secure user self-care portal

Users can customize and


control their collaboration
features and settings

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Survivable telephony
• Business resiliency through redundant, localized
call processing
• Automatic telephony survivability during outages
connecting to the cloud Cloud
Cisco HCS
• Cisco router automatically provides
local call processing during outage
• When WAN is available, IP phones
auto-revert back to Cisco Unified CM
• Continuous call security for users in survivability mode PSTN
• Seamless transitions during failure
and restore
• Calls in progress stay connected during WAN failure
and restore
SRST Gateway

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 18
Scalable, secure and reliable cloud collaboration

Scalable Secure Reliable

• Scale to hundreds of • Single instance of Cisco • Engineered for the highest


thousands of users Unified Communications level of availability and
per instance Manager available business continuity

• Add or remove users and • FedRAMP authorized version • Telephony survivability


applications as needed available (HCS-G) via redundant, localized
call processing
• World wide availability • From the proven market
leader in security

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 19
What’s new in HCS 11.5
Take another look at the new HCS…
Cisco Powered Cloud Collaboration

Comprehensive Scalable Secure Extensible

Enterprise telephony Large Enterprise Survivability Cisco Spark


Message & Meeting
IM&P HCS-Shared Next Generation
Architecture Security Cisco Spark Hybrid
Video Services
Small Business & Midsize Business
HCS-G
Contact Center Cisco Spark Flex
WW Availability (FedRAMP authorized)
Plan
Open Management

Partner Value-Added Services


PSTN / IP Services Consolidated Billing QoS Mobility w/ VoLTE
Management Reporting/Analytics Integration Services
BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 21
HCS Roadmap*
On-going commitment to investment for customers and partners
Q2 CY17 Q3 CY18 Q4 CY18+
HCS12.5 Baseline incl. Smart Licensing
Spark UC Hybrid Services – All the features of CSR 12.5 with
• PSTN for Spark room endpoints CUCDM12.5/PCA12.x
 Apple Push Notification Service (unpaired)
Enhanced HCS-CC12.0
for Jabber iOS • Desk Phone Pairing
Spark UC Hybrid Services
Collaboration  HCS Contact Center R11.6 Fixed Mobile Convergence enhancements:
• Jabber/ Spark Chat Interop
• Hunt Group queueing / logout support
• Call Move CUCM12.5:
• CTI aware virtual device • Group Presentation CLI support
• CUCM/CUCxn Local Authentication

Multi-Tenant Expressway (MRA) - Jabber ICE Media Optimization for MRA


 Multi-tenant Expressway Hunt Group support for MRA OTT/MRA Enhancements:
for Spark Hybrid Services
Expressway Cost Optimization • DPC via Jabber
Partner  CUCDM11.5.2 Enhancements - Analog • DND
Phones and Multi LDAP OU • Extension Mobility
Profitability • Conference Phone
 Multi-tenant Expressway for Mobile Remote
Access (MRA) – End Points • ATA Support (Fax support)
Auto discovery OTT end point onboarding

Commercially  Spark Flex – C1 Hosted Spark Flex - C3 Hosted subscription


Attractive subscription Spark SP simplified pricing for HCS
CCX w/ HCS commercial offer
Offers (subscription)
* Subject to Change

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 22
Cisco Jabber Apple Push Notification for
IOS
Action
Required
Jabber for iOS Push Notifications
UPGRADE NOW!!! to prevent outages

• Prevent loss of voice, video and IM


notifications for Jabber for iOS – upgrade
before June 2018
• APNs upgrades are available now.
Minimum version requirements:
• CUCM 11.5(1) SU3a
• Jabber 11.9
• Expressway 8.10.1
• CUCM to register and stay connected to
Cisco Collaboration Cloud

Push Notification for Jabber on iPhone and iPad


Deployment Guide
BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 24
HCS Deployment Options
Cisco HCS consumption model choice

Partner Cloud Enterprise Private Cloud Cisco Cloud

Cisco HCS HCS Large HCS for


• Complete UC in Enterprise Government
the Cloud • Customer owned • FedRAMP Authorized
• Partner Hosted and hosted
• Cisco hosted and
and Delivered • Partner Managed Option Partner Delivered
• For any size organization • For autonomous • For US Government
business groups, Agencies
centralized IT and multi-
domain environments

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 26
HCS Deployment Models
Value Added Management AD/Calendar
Integrations & SLA Integration

Cisco PSTN
Collaboration 3G/4G Mobility
Cloud Network
HCS Apps HCS Apps HCS Apps

VMware ESXi Server

HCS Partner Cloud


Private Cloud

UC on UCS UC on UCS UC on UCS HCS


Management

Customer 1 Customer 2 Customer 4 Customer 5 Large Enterprise

Pure Hosted On Premises / Partner Hosted


Private Cloud
Customer / Partner MANAGED

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 27
HCS Shared Architecture
HCS Shared Architecture

• Optimized compute resource


Usage
• Lower operational cost
• Low Cost Site Deployments
• All the features and benefits
of Cisco Unified
Communications Manager
• Can support any customer size

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 29
Use Cases
• Cloud Service
• Standardized
• Templatized
• OTT and VPN (MPLS)
• Customers:
• Enterprise (any size <= 40k)
• Global Branches
• Retail
Dedicated Dedicated Dedicated Shared
Instance Instance Instance Architecture • Franchises
• Mid-Market
• SMB
• Partners can mix dedicated
instance model with shared
architecture as they see fit to
best suit their business needs

Customer 1 Customer 2 Customer 3 Customer 4 Customer 5 Customer N


BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 30
HCS-SA Architecture

• HCS-SA:
E-Commerce
CUCDM+ASAP or Email Web Portal • Shared CUCM/IM&P
Kurmi or VOSS4UC Server • Partitioned Unity
• Shared Expressway
Mobile and • Directory Services
Remote Access
Web
UCXN Proxy • Multi-Tenant Directory
IM&P
• Multi-Tenant LDAP
Cust A
LDAP & DS CUCM Exp-C Exp-E
Internet • Service Automation
DMZ • Kurmi, VOSS,
SBC Cust B ITALTEL
• OTT Access Anywhere
• VPN, MPLS Optional
SIP Trunk(s) Meraki VPN (SD-WAN)

Cust C • Self-Registering
PSTN Endpoints

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 31
HCS Shared Architecture
(Branch Office/Teleworker/Mobile User for Large Enterprise Deployment)
HCS Partner Data Center HCS Partner Data Center

Headquarter CUCM Cluster(s) + PSTN Shared Architecture


Unity Connection CUCM Cluster +
Partitioned Unity
Connection AD
Imagicle
MPLS
OR 3rd party
Call Control

SRST PSTN
local breakout

PSTN DMZ DMZ

VPN/MPLS Internet

Regional
Office Satellites Remote
Sales Office Support Office
Teleworker Mobile
Worker BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 32
HCS Shared Architecture
(Global Branch Offices Deployment)

HCS Partner Data Center HCS Partner Data Center


(North America) (Europe)
PSTN
AD AD
Satellites
NA Sales Office Satellites
Sales Office

HCS Partner Data Center


(APAC)

Remote
Support Office HCS-SA deployment to support
global branch offices deployment
AD with other HCS/HCS-SA and 3rd
party UC systems

Satellites Remote
Sales Office Support Office

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
Enable Continuous Collaboration with
Hybrid Services
Cisco Spark Hybrid Services
Hybrid Call Service
• Call Service Aware
• Call Service Connect

Cisco Spark / WebEx


Hybrid
27 Calendar Service

Cisco Spark
Hybrid Hybrid Services
Directory Service

Hybrid
Hosted Collaboration Solution
Media Service

Extend value by connecting Cisco HCS with Cisco Spark

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
Cisco Spark Hybrid calling
Seamless calling and collaboration

Call Service Aware and Connect Calendar and Directory Services


Instant Mobile Unified Call Simple meeting Easily connect
desktop sharing calling history scheduling with coworkers
Enhance calls Make and receive Common contacts Connects to Call, schedule
with easy content calls in Spark. and call history. Microsoft Exchange to a meeting or add
sharing by clicking a Click-to-call from Desk phone and easily schedule and people to Spark
single button to share device contacts or Jabber call history join meetings. Add rooms using
your screen company directory is made available @webex to schedule company directory
across the Cisco or @spark to create a
Spark service room

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 36
Cloud Integration

Cloud Collaboration WebEx


WebEx Platform Messenger

Windows

Edge

ECP
Directory Calendar Call Media KMS

Microsoft AD Exchange Cisco UCM* Hybrid Media⌘ Hybrid Security⌘

*Cisco UCM = Unified CM, Business Edition, or HCS


⌘Future

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 37
Spark UC Hybrid Services Roll Out CY17/18
Enable Spark Meeting

 Spark client to bridge UC deployment and Spark Meeting deployment


facilitating ease of user joining Spark Client
 User UC end point In-call awareness/notification in Spark Client
 Spark user calling another Spark user on Spark client (URI dialing)
 User joining Spark meeting with UC End Points for media (DPP)
 UC Hybrid for Cloudberry for On-net and PSTN dialing
 Jabber in private network (on campus) and public internet with MRA if
FULL UC capability is required

Other Hybrid Services supported:


 Hybrid Directory On Premise Long Term - Client simplification**

 Hybrid Calendar (Exchange On Premise)


 Hybrid Media Service
 Hybrid Security Service
** Subject to change.

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
Deliver Omnichannel Customer Care
Cisco HCS for contact center
Cisco Hosted Collaboration Solution for Contact Center
Omnichannel connected digital experiences as a service
Voice, video, SaaS delivery for simplified
email and chat management, updates

Highly scalable. Up
Inbound and
to 12,000 agents
outbound campaigns
per instance

Faster deployment of
Built-in context
service advanced contact center
capabilities

Cisco finesse® Cisco Unified Intelligence


agent desktop Center premium reporting

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 40
Mobility Update
Cisco Collaboration Mobility Offers

Mobile
Collaboration

3G/4G/LTE
(Managed)

User Experience Focus Network Integration Differentiation


 Leverages Cisco and Apple Partnership  Service Provider Network Integration required based on published SIP
 Rich Collaboration with great user experience based mobile interface
• Leverage Spark for Message & Meet  Single number for both mobile with fixed collaboration end points
• Spark integrated into Native Dialer of iPhone (simplicity) (optional)
Spark Message and Meet for internal voice/video calling,  Mobile device agnostic. Apple devices advantage on Cisco Wi-Fi.
persistent team and 1:1 messaging, file sharing, white-  Business enterprise mid-call features via native dialer include move call
boarding and meetings  Preserving SP voice reliability beyond Wi-Fi
• Spark Call or mobile plan can be used for PSTN Calling Media Usage (Voice via SP LTE; Other media via data network)
 Optimized Wi-Fi and Fastlane on Cisco Wi-Fi. LTE  Corporate compliance applies to mobile natively
performance depends on network and calling model (Spark Call
Enforce All outbound calls to corporate UC for compliance
vs Mobile Calling)
Mobile Identity for Business (Route incoming call destined to mobile
 Media usage – Spark Elements (Over the top)
number via corporate UC)
 Emergency service support via cellular network
 Queue Hunt Group support with Login/Logout capability
 Spark integration (future consideration)
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
HCS Flexibility
HCS – Flexibility Deployment w/ Integrity
Maximize Value to Partner

Flexibility comes with


Prime

Productized Architectural Collaboration


Provisioning
responsibility
Solution - Tested / Validated  Take advantage of Cisco
Market Place/Eco-
and supported by Cisco
Management system w/ 3rd party
vendor products w/
inter-operability
Collaboration Voice, IM&P, Voicemail,

Management Applications
Contact Center in Partner
Cloud
 Flexibility to enable
Suites Unified Management partner to make a choice
Aggregation

(CUCDM / PCA)

for their HCS


Collaboration Voice, IM&P, Voicemail,
deployment
Contact Center in Partner
Applications Cloud

 A2Q process to provide


VMDC CMSP Certified CUBE-
Data Center Data Center ENT solution integrity
Data Center & Aggregation

Balance w/
Integrity
BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 44
Cisco Spark
Questions?
Use Cisco Spark to communicate
with the speaker after the session

How
1. Find this session in the Cisco Live Mobile App
2. Click “Join the Discussion”
3. Install Spark or go directly to the space
4. Enter messages/questions in the space

cs.co/ciscolivebot#BRKCOL-2700

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
• Please complete your Online Complete Your Online
Session Evaluations after each
session
Session Evaluation
• Complete 4 Session Evaluations
& the Overall Conference
Evaluation (available from
Thursday) to receive your Cisco
Live T-shirt
• All surveys can be completed via
the Cisco Live Mobile App or the
Communication Stations
Don’t forget: Cisco Live sessions will be available
for viewing on-demand after the event at
www.ciscolive.com/global/on-demand-library/.

© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
Continue Your Education
• Demos in the Cisco campus
• Walk-in Self-Paced Labs
• Tech Circle
• Meet the Engineer 1:1 meetings
• Related sessions

BRKCOL-2700 © 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public 47
Thank you