| Imagine a customer calling for detailed, technical | | | | Communicator. |
| information about your products and services. These | | | | Cisco's approach to a UC solution is quite different |
| calls can be cumbersome for customer service | | | | from Microsoft's. Cisco offers a set of managed |
| employees who don't possess the technical | | | | services at the SMB and mid-market level, and a |
| knowledge about a specific product or service. Now | | | | different set of managed services customized for |
| imagine those same customer service employees | | | | the enterprise-sized business. |
| having a comprehensive menu on their computer | | | | Cisco approaches the UC platform with both |
| screens describing the exact technical knowledge | | | | hardware and software solutions. At the SMB level, |
| about that specific product or service, as well as | | | | Cisco's UC platform solution is the Cisco Unified |
| other detailed information the inquiring customer can | | | | Communications 500 Series for Small Business. This |
| use to make an informed decision right away. | | | | system supports varied common communications |
| In the world of UC (Unified Communications), | | | | needs within a small business including voice, video, |
| technical customer service calls are handled and | | | | secure wireless access and productivity |
| processed much differently than they were just a | | | | enhancements for external users. |
| decade ago. | | | | Deploying the solution enhances network security at |
| Transitioning to a UC platform improves | | | | your small business with tried-and-true Cisco |
| communications both internally and externally by | | | | technology. This edition is designed for businesses |
| arming employees with better technology tools that | | | | with 50 or fewer users of the system. Depending on |
| add value to the overall communication process. This | | | | the size of your SMB, the Cisco UC solution is |
| article contains helpful knowledge and insights to | | | | available at increased levels of accessibility. |
| assist you in the transition to a unified | | | | The Cisco Unified Communications Manager Express is |
| communications platform. | | | | designed for up to 240 users, the Business Edition for |
| UC is essentially a unified platform for | | | | up to 500 users and the full version of Cisco Unified |
| communications in all its forms. Potentially, this can | | | | Communications Manager is extensible from 150 to an |
| include land-lines and cellular phones, e-mail, instant | | | | unlimited number of users. |
| messaging (IM), VoIP, IP-PBX, fax, voice mail, | | | | Advanced features are available with the Cisco |
| conference calls, video conferencing, whiteboard and | | | | system even at the SMB level. Features such as |
| unified messaging. Your employees will have presence | | | | music on hold and basic call-center capability are built |
| within your business communications - whether they | | | | into the UC platform. |
| are physically in the office or not. | | | | At the enterprise level, Cisco's UC solution includes |
| The concept of presence is easy to understand | | | | routing, switching and security hardware along with |
| within instant messaging where a "buddy status" is | | | | the software applications used to manage the entire |
| available at a glance. UC takes this a step further by | | | | network. Security on the enterprise is enhanced with |
| grouping these "buddies" together by specialized skills | | | | the Cisco hardware and software approach, including |
| and attaching them to specific knowledge areas. All | | | | wireless communications, which are notoriously |
| of this would be available at a glance. | | | | susceptible to a security breach. |
| UC allows for real-time delivery of all these forms of | | | | The enterprise solution is tailor-made for your |
| communication within a single environment that users | | | | business, taking into consideration the lifecycle of |
| can access within a simple interface. For example, | | | | your network, and includes the option to outsource |
| customer service staff could have a list of | | | | management of network resources to Cisco and the |
| employees knowledgeable about a product, along | | | | installation of third-party communications software. |
| with the best method for immediately contacting | | | | The hardware bundled with the Cisco UC platform |
| that person who has the correct answers about the | | | | includes the VoIP-enabled phones and various other |
| details of the product. | | | | hardware options, depending on the size of your |
| By clicking on a contact icon, a call can be made, or | | | | business. SMBs get software that monitors and |
| even a page or a whiteboard session accessed to | | | | manages the VoIP phones on a single server, while |
| bridge key information on the product, customer and | | | | enterprise-level organizations also get routers and |
| employee contacts simultaneously. If your business | | | | switches, as needed. Enterprises that already have |
| doesn't already have it, Unified Messaging (UM) can | | | | Cisco routers and switches find the UC platform an |
| offer communications integration, albeit on a smaller | | | | added feature that only needs to be enabled to use. |
| scale than UC. | | | | Cisco's most advanced phones, the Unified IP Phones |
| Unified Messaging is capable of grouping together | | | | 7900 Series, are capable of integrating voice data |
| communications from different sources, such as | | | | and video straight through the phone. Voice mail can |
| e-mail, faxes and voice mail, but does not allow (in all | | | | be accessed using a computer, and applications can |
| instances) real-time delivery. Unified Messaging | | | | be run on the phone itself, including clock-in functions |
| systems store these multi-platform communications | | | | for payroll services, on-screen display of information |
| for the user to access information at his or her | | | | customized for your business needs and support for |
| discretion. | | | | wireless communications standards. |
| Still, nowadays, UM does provide improved | | | | Cisco hardware provides an extra level of security |
| communication synchronization to an extent that was | | | | for your network. For example, the Catalyst 6500 |
| not available just a decade ago. It is important to | | | | Series switch, Cisco's flagship model, virtually |
| understand that while UM does offer efficiencies by | | | | guarantees confidential communications between |
| grouping communications together; it is not the same | | | | client and customer with the ability to instantly detect |
| thing as UC. Oftentimes, these terms are | | | | threats and contain them. Network administrators |
| interchanged and interpreted to have the same | | | | have control over whom and what can attach to the |
| meaning. | | | | network and can define specific security policies. |
| Again, they are not the same. Tying communications | | | | Cisco routers are where communications integration |
| together in a UC platform can have a tremendous | | | | occurs. Security is also standard here through |
| positive impact on productivity at your business. | | | | firewalls, data encryption and built-in protection from |
| Businesses with offices across the globe have an | | | | would-be hackers. These routers are modular in |
| excellent opportunity to synchronize communications | | | | nature, so as your business expands, more devices |
| as they occur around the clock in real time. Additional | | | | can be easily added, as needed. Basically, switches |
| functionality allows calls to be routed according to | | | | are used to connect various IP-enabled devices within |
| preset rules. | | | | your network, and routers are used to tie the |
| For example, if an employee is working at a remote | | | | networks together. Switches can be managed or |
| location outside the office, the UC system can route | | | | unmanaged in that a managed switch is |
| a call to their cell phone and then a voice message | | | | programmable, while an unmanaged switch comes |
| into their voice mail. At the heart of UC is the | | | | fully ready upon shipment. Routers become the first |
| Voice-over Internet Protocol (VoIP) technology that | | | | line of defense to your network against outside |
| allows analog phone conversations to be transmitted | | | | Internet threats. |
| over the Internet. UC basically expands that | | | | Whichever solution is best for your business, it's |
| functionality by allowing other communications | | | | important to keep in mind that a UC solution will |
| through the same protocol. Transitioning to UC does | | | | provide enhanced security within your network. |
| not have to be an overwhelming process. | | | | Inherent within Unified Communications is the ability |
| First, consider what usable technology your business | | | | to integrate the various forms of communications |
| already has and how those assets could be | | | | that occur at your business. |
| integrated into the new platform. Consider what | | | | The transparency involved also provides an enhanced |
| communications are already transmitted utilizing the | | | | level of management including the ability to back up |
| Internet Protocol (IP). It could be that your business | | | | all the communications including voice mail. At first, it |
| is only a few steps away from integrating these into | | | | may seem unnecessary to back up all the |
| a truly unified format that dramatically increases | | | | communications at your company, but if your |
| productivity. | | | | organization needs to comply to Sarbanes-Oxley |
| Another benefit of introducing UC to your business is | | | | requirements, as all U.S. publicly traded companies are, |
| enhanced security within your company's | | | | then you have a need to create these backups. |
| communications that was never present before. | | | | Additionally, if you work in a health-care-related |
| Without UC, communications occur over multiple data | | | | environment, your company may have to be |
| formats using multiple protocols, and you may not | | | | compliant to certain HIPPA mandates. Consider a |
| have control over certain information. Integrating | | | | situation where you have a need for disaster |
| these data formats using UC gives your company | | | | recovery. Hurricane Katrina, in 2005, forced many |
| the ability to better manage the overall | | | | executives in the New Orleans area to act on the |
| communications process. | | | | urgent need for disaster recovery. |
| The necessary equipment for creating a UC | | | | Remember, UC allows for real-time delivery of |
| infrastructure includes various software applications | | | | communications in its varied forms within a single |
| and hardware equipment. The Microsoft version of | | | | environment that a user can access using a simple |
| the UC solution is built around the Microsoft Office | | | | client interface. This interface is standardized across |
| Communications Server 2007 and the Microsoft | | | | the business environment. UC also enhances |
| Office Communicator 2007 for the interface. | | | | employee collaboration regardless of where |
| Microsoft, of course, is geared toward the software | | | | employees are physically located. |
| UC solution. Its server software is designed to be | | | | For example, employees brainstorming about a new |
| deployed on a dedicated communications server. | | | | project could establish a live whiteboard session and |
| Cisco, the IT hardware equipment manufacturer | | | | work interactively in real time even if the office sites |
| most widely known for its routers and switches and | | | | are thousands of miles apart. |
| its reputation as the "backbone of the Internet," also | | | | It is important to consider what communications |
| offers software UC solutions, along with the | | | | platforms you already possess at your business and |
| necessary hardware equipment. Cisco is more widely | | | | how integrating these would enhance productivity in |
| known as a hardware company; so naturally, the | | | | your operations. |
| company's UC solution is more hardware-based. | | | | Do you utilize instant messaging? How about voice |
| The two big players in the world of IT have | | | | mail or whiteboard sessions? Are any of these |
| developed UC solutions. Which one is best for you is | | | | communications transmitted over IP already? By |
| really a function of your specific requirements and | | | | further tying your communications together on a true |
| your company's monetary resources to support and | | | | Unified Communications platform, your customers and |
| maintain the technology. Keep in mind that there are | | | | employees are able to communicate in multiple data |
| tailored solutions available from both Microsoft and | | | | formats. |
| Cisco customized for the size of your business. | | | | In retrospect, the concept of UC began with the |
| Microsoft's Office Communications Server 2007 | | | | development of VoIP (Voice-over Internet Protocol), |
| comes in two editions: Standard and Enterprise. The | | | | which allowed analog phone conversations to be |
| Standard Edition is intended for SMBs that have one | | | | transmitted in a digital format over the Internet. With |
| server platform on one machine. Along with the | | | | core-business processes becoming more and more |
| accompanying Standard Client Access License (CAL) | | | | digitized, UC basically expands that concept by |
| it allows for messaging, peer-to-peer video and voice, | | | | allowing other forms of communication to be |
| and file transfers all to occur within an integrated and | | | | transmitted digitally. |
| familiar Microsoft Office environment. | | | | Another important consideration when you decide to |
| An advantage Microsoft has in the small-business | | | | transition to a UC platform is the enhanced level of |
| world is the familiarity of its products. As with any | | | | security that will be introduced to your business |
| Microsoft application, upon installing Office | | | | communications. Without UC, the varied forms of |
| Communications Server 2007 and starting up the | | | | communication are transmitted over a diversity of |
| application, you become instantly familiar with the | | | | media minimally controlled by your company. Bringing |
| interface and notice that it is very intuitive based on | | | | these together under a UC platform gives your |
| your familiarity with Microsoft products. | | | | company the ability to manage and monitor these |
| The Standard Edition is intended for organizations | | | | transmissions just as it would with basic |
| that do not require server clustering and does not | | | | e-mail.ransitioning to a UC platform can help your |
| utilize the virtual server environment. | | | | business accelerate past the competition and |
| The Enterprise Edition is intended for larger | | | | streamlines your business operations. |
| businesses running more than one server. With this | | | | Below are some important considerations when |
| edition, your organization gains the features offered | | | | making the transition to a unified platform. Answering |
| by the Standard Edition, with the purchase of a | | | | these questions will help you understand how |
| Standard license, along with additional enterprise | | | | transitioning to a Unified Communications platform can |
| features. These include the sharing of applications, | | | | significantly improve both internal employees and |
| VoIP backed by a software solution, Web | | | | external communications with customers: |
| conferencing and comprehensive telephony | | | | 1. Does your business really need to transition to a |
| management. | | | | UM platform at this time or can it wait until later? |
| The Enterprise Edition requires that Standard Edition | | | | 2. What current technologies and assets do you |
| licensing be purchased. Once the correct licenses are | | | | currently own that can be integrated into a UC |
| purchased, full access to the entire range of features | | | | platform? |
| offered by the Enterprise version and the Standard | | | | 3. What resources (including all equipment, software, |
| version of the Microsoft Unified Communications | | | | technical skills, training and maintenance) will it take to |
| platform becomes available. | | | | make this transition over to a Unified Communications |
| Communicator is the client application for the | | | | platform? |
| Microsoft UC platform. Accessing the application | | | | 4. How will the transition to a UC platform affect |
| allows the user an integrated communications | | | | communication internally within your business and |
| environment, including instant messaging, voice and | | | | externally to your customers? |
| video communications. Of course, all communications | | | | 5. By what means and methods will your company |
| are easily integrated into Microsoft software such as | | | | communicate the rollout of a Unified Communications |
| Word, Excel, PowerPoint and the newer ones such | | | | system? |
| as SharePoint, Groove, and OneNote. | | | | For many companies, introducing Unified |
| Deploying the solution within a pre-existing Microsoft | | | | Communications to your business will enhance |
| environment allows for easy integration of address | | | | productivity and give your employees access to |
| books and other directories established at the | | | | more useful information in real time. It's critical that |
| corporate level. Calendars are also integrated within | | | | management objectively calculate the total cost of |
| the UC platform, even out-of-office messages | | | | owning and managing its own internal UC platform |
| previously established within Outlook. | | | | versus having certain of the components outsourced |
| With UC in place, users find they can easily change | | | | through a hosted solution. |
| modes of communication. A conversation could begin | | | | Many companies find it more cost effective to own |
| with a simple IM, for example, and then with a quick | | | | some components and outsource others. Companies |
| click on a button, users can switch to a video | | | | that at least consider the options available to them |
| conference should the need arise. Or, users could | | | | by adopting a fully integrated UC platform position |
| transfer files back and forth from the Communicator | | | | themselves to differentiate their company from the |
| interface. However communications occurred | | | | competition with high-impact, time-sensitive |
| previously, by using various Microsoft applications, | | | | communications across the enterprise. |
| these are all integrated into one interface within | | | | |