1. Cisco AVVID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

2
2. Cisco IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2.1. IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
2.2. Cisco IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3. Cisco IP (CIPT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3.1. Cisco CallManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3.2. IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
3.3. Cisco IP Phone Productivity Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
3.4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3.5. Catalyst IP Telephony Inline Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Inline Power . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Catalyst . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Catalyst
Cisco IP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

3.6. Cisco IOS

Survivable Remote Site Telephony (SRS Telephony) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
3.7. IP Cisco CallManager Express (CCME) . . . . . . . . . . . . 26
3.8. IP CiscoWorks IP Telephony
Environment Monitor (ITEM) 2.0 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
4. IP . . . . . . . . . . . . . . . . . . . . . . . . 33
4.1. Cisco CallManager Attendant Console. . . . . . . . . . . . . . . 35
4.2. Cisco IP SoftPhone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
4.3. Cisco Customer Response Solution (CSR) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
4.4. Cisco IP IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Cisco IP IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
IP IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

4.5. Cisco IPCC Express Edition 3.1. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
IPCC Express . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Cisco IPCC Express . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

4.6. Cisco Personal Assistant . . . . . . . . . . . . . . . . . . . . . . 46

4.7. Cisco Conference Connection . . . . . . . . . . . . . . . . . 49
4.8. Cisco Unity . . . . . . . . . . . . . . . . . . . . . . 50
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Cisco Unity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

4.9. Cisco IP Contact Center . . . . . . . . . 53

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Cisco CTI Object Server (CTI OS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Cisco Agent Desktop (CAD) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
e-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
web-. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

1. Cisco AVVID

-, (, , , ).
Cisco , ,
.
1. Cisco AVVID
Collaboration

IP IVR, IP AA

IP ICD

CallManager

Directory
// ..

, DSP

IP

IP SoftPhone

, , Cisco
Systems (Cisco AVVID Architecture for Voice, Video and Integrated Data) , :
1. IP, , , . IP , , (QoS Quality of Service).
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IP Cisco, -, (,
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/ ,
.

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,
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2. (API)

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IP WAN

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Internet

HTTP

TAPI/
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XML

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ODBC/
SQL
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XML
Web-

CTI
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. , .
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AVVID: IP (Cisco IP/TV)
(Cisco IP/VC), Cisco
IP (Cisco IP Telephony Solution). , Cisco, Cisco,
, Cisco AVVID.

2. Cisco IP
Cisco IP Cisco AVVID (Architecture for Voice, Video and Integrated Data)
:

IP ;
IP ;

IP .
Cisco IP , .
Cisco IP :
IP Cisco. IP Ethernet 10/100
, , IP Cisco.
Cisco CallManager Cisco IP . IP .

, , . Cisco.
Cisco Catalyst , .
, 4.

2.1. IP
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Ethernet / Fast Ethernet / Gigabit Ethernet. IP
/ Cisco CallManager.
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100 7 500 ). Cisco CallManager .
/ ,
.
, , , .
IP ( , ):

 3. Cisco IP

CallManager
()

IP IVR

Unity

CallManager

SRST

IP WAN
(IP PSTN)

IP Cisco CallManager Cisco CallManager ( );

CallManager 7 500 ;
30 000 IP Cisco CallManager;

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(),
;
;
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,
(QoS).
IP , IP
, /,
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, :
;
;
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, / , IP
. .;
, IP

. WAN
;

/.

, , WAN. (Survivable
Remote Site Telephony) Cisco 1750, 1760, 2600, 3600
3700. 3.5.
IP :
Cisco CallManager Cisco CallManager,
, , ;
CallManager 7 500 ;
30 000 IP CallManager;
IP (QoS);
(), ;
,
IP ;
( ) ( );
G. 711 ( );
WAN ( G. 729);
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WAN /
(call admission control);
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IP Cisco CallManager .
, , ,
, . , (Call/Contact Center)
.
/ CallManager, ,
H. 323 Gatekeeper. Gatekeeper (call admission control).
H. 323 Gatekeeper Cisco Cisco IOS 100 Cisco
CallManager.

Directory Gatekeeper.
.
IP .

2.2. Cisco IP
. Cisco IP ,
, , . IP :
IP ;

Cisco AVVID;
;
, ;
;
, ;
,
, ;
(API),
, ;
,
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3. Cisco IP (CIPT)
3.1. Cisco CallManager
Cisco CallManager ,
Cisco IP . ,
, , :
IP 4. Cisco CallManager , web-
IP , , ,

. . ( );

IP , , LDAP .;
, / (Unified Messaging), -

 / (IP IVR/AA) . .;
, TAPI, JTAPI, XML .
Cisco CallManager Cisco Media Convergence Server (MCS).
MCS MCS 7815, MCS 7825-1133 MCS 7835-1266, MCS-7845, . Cisco CallManager HP-Compaq IBM ( CallManager).
Cisco CallManager , : Cisco
CallManager Attendant Console ( ), Cisco IP Manager Assistant
(Cisco IPMA ), , Bulk
Administration Tool (BAT),
, CDR Analysis and Reporting Tool (CAR) Admin
Serviceability Tool (AST).

Cisco CallManager

(
, .).
, .

(Call Admission Control) CallManager, .
( Alternate Automatic Routing [AAR]* Automated Route Selection [ARS]).
.
IP .
CallManager ( 8 ),
:
2 500 IP Cisco CallManager ( 7 500
MCS-7845*);
(BHCC) 50 000
Cisco CallManager ( 100 000 MCS-7845*);
(BHCC) 125 000 Cisco
CallManager ( 250 000 MCS-7845*);
10 000 ( IP ) Cisco CallManager
( 30 000 MCS-7845*);
;
H.323 Gatekeeper ();
,
CallManager,
;
IP CallManager CallManager;
* , CallManager 3.3.

 , ( , , IP IVR) CallManager.
H.323 MGCP VoIP
.
H.323 Gatekeeper Cisco.
Gatekeeper, alternate
Gatekeeper, alternate endpoint can map alias.*
, (transcoders) (conference bridges).
:
web- , ;
IP
Cisco CallManager Multiple CallManager Admin Access
Levels (MLA).
( , ) , CallManager . ,
, ;
SNMP MIB ;
,
;

.
.
.
, LDAP,
Microsoft Active Directory Netscape Directory Server.
TAPI 2.1, JTAPI 1.2, XML, SMDI
.
, /
, / (IP IVR/AA), , (IP Contact Center) . .

, :
;
;
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: , , ;
;
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(AutoAnswer),
;
;
(Message Waiting Indicator, MWI);

10

() ;
.
. :
IP ;
;
;
;
.
Extension mobility IP Cisco 7940 Cisco 7960 . , , (Speed Dial), . .
.
.
, (Music on Hold).
web- .
, : G.711, G.729 Wideband
audio.
web- , , , , , , (CallForwardAll) . .
IP web- , , , , , . .
: 1. Cisco
CallManager ( 3.3). Cisco CallManager web- www.cisco.com
2. IP .

Cisco CallManager
Bulk Administration Tool (BAT)
Cisco CallManager,
. BAT ,
, ,
. , BAT
, , Tool for Auto-Registered
Phones Support (TAPS), ,
.
Cisco IP CDR Analysis
and Reporting Tool (CAR). web-
IP . CAR Cisco CallManager.
Cisco CallManager (Call Detail Records, CDR), , LDAP CAR. ,
LDAP-, (User ID), ,
(extension), .
CAR , :
(Quality of Service);

 ;
;
;
;
, conference- . .

3.2. IP
Cisco IP ,
Cisco CallManager,
.
5. IP Cisco 7960G,
Cisco 7910G, Cisco 7940G, Cisco 7935

IP Cisco
,
IP , .
, IP .
IP
, ,
IP , , . , ,
Cisco IP Conference Station 7935 ( IP )
Cisco 7920.
Cisco 7970G. IP (
touch screen) 8 / .

Cisco
IP Cisco 7960G



XML ,
24


Ethernet 10/100

11

IP Cisco 7970G


Touch screen
XML ,
, /

Ethernet 10/100
IP Cisco 7914
14
14 /

7960 G
IP Cisco 7960G

12

IP Cisco 7940G


XML ,
24


Ethernet 10/100
IP Cisco 7935 Conference Station

360-



IP (Hold,
Transfer, Mute, Conference, Call Park)

IP 7920
, IEEE 802.11b

IP Cisco 7905G 7912G

-
XML ,

7912G
Ethernet

IP Cisco 7910G 7910G+SW

-

7910G+SW
Ethernet

IP Cisco 7902



(Redial, Transfer,
Conference, Messages, Hold, MWI)

*
IP Cisco ,
, :
.
.
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.
(Hold).
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.
(Speed Dial).
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. ,
.
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Answer).
.
(Message Waiting Indicator, MWI).

* .

13

 () .
.
7905G, 7912G, 7940G 7960G (
).
, .

XML-

14

IP Cisco
, (
6. IP Cisco 7960G:
), ,


. ()
Web-



(
),
/ .
IP , ,
web-. XML, , 7. IP

 . 8. Cisco IP 7940

.

(,
9. Cisco IP 7912G , , ), , , ,
, , , .
IP
IP , ,
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XML- Cisco IP Phone Productivity Services Cisco 7940/60, Cisco. Cisco IP Phone Productivity
Services , ,
, .

IP Cisco
IP .

.
, - 10. IP

Etherenet 10/100,
Phone VLAN=200

PS VLAN=3
. Inline Power

IP

IP
IP
IP .
Cisco Catalyst
802.1Q (QoS), IP .
IP .
, IP ,
, :
DHCP DNS.
, IP Precedence/DCSP.

15

7970G

7960G

7940G

7912G

7905G

7910/7910G+SW

7902G

Ethernet 10/100

Catalyst Ethernet

220 ( )

(.)

XML

Speakerphone

1)

2)

G.711 G.729a
DHCP, DNS, CDP v2

Qos

*
1)

2)
7902

16

3.3. Cisco IP Phone Productivity Services

XML- Cisco IP Phone Productivity Services Cisco 7940/7960
, , ,
. Cisco AVVID, Cisco IP Phone Productivity Services
, IP .

Cisco IP Phone Productivity Services :
Date View
, ;
.
Mail View
4000 e-mail ;

;
;
, ;
( / ).
Personal Contacts
LDAP, Cisco
CallManager;
MS Outlook ;

 MS Exchange .
Personal Fast Dial
99 .
Personal Assistant Activator

(Cisco Personal Assistant). ,
web-, . , , *.
Personal Assistant Activator :
;
;
;
.

Cisco IP 7940 7960.
Cisco CallManager 3.1 .
Web- IIS 4.0 .
Mail View IMAP 4
.
Date View Microsoft Exchange 5.5 2000.

17

3.4.
IP , . , / , , Cisco 1750, 2600, 2600XM, 3600, 3700,
7200, AS5350 , Catalyst
6000/6500 Catalyst 4000.
11.

CallManager

IP
WAN

(LAN, WAN) QoS

* ,
.

. Cisco

(.)

18

ATA186
Cisco 827
Cisco 1751
Cisco 1760
Cisco 26xx,
26xx-XM
Cisco 2691
VG-248
Cisco 3620
Cisco 3640
Cisco 3660
Cisco 3725
Cisco 3745
Catalyst 6000
FXS
(6624)
Catalyst 6000
E1
(6608)
Catalyst 6000
E1
()
Cisco 7200

FXS
2
4
12
16
12

FXO

12
16
8

E&M

6
8
4

BRI

6
8
4

T1/E1

2
4
3

E1
(

30
30
90

12
48
12
36
72
24
48

8
24
48
16
32

4
12
24
8
16

4
12
24
8
16

2
6
12
4
8

60

60
180
360
120
240

24

240

18

540

12 +

360 +

IP
, FXS. :
24- FXS Catalyst 6000/6500;
Cisco VG-248, 48 FXS ;
Cisco 1750, 1760, 2600, 2600XM, 3600, 3700 , FXS
ATA-186/188
.

VG-248
Cisco VG-248 :
, , . . VG-248
Cisco CallManager, SCCP (Skinny).
Cisco VG-248 48 ( 1 RU ), 19- .

 12. Cisco

Catalyst 4000/6000

Cisco 7200

Cisco AS5350/5400
Cisco AS5300
Cisco 3600/3700
Cisco 2600/2600XM
Cisco 1750/1760

VG-248

ATA 186/ATA 188

Cisco VG-248 , . , VG-248 , , :
(Caller ID) , ;
(MWI) , . VG-248
MWI (frequency-shiftkey [FSK] messaging). , , ;
(CallWaiting),
. , ;
(Transfer), , . hook flash ( Bellcore).
. hook flash -, Cisco CallManager;
, web- CallManager, ;
;
;
, VG-248. .

19


Cisco VG-248 . Cisco fax-relay, IP , . Cisco,
Cisco 2600/3600/3700, 8- E1 Catalyst 6000/6500 . .

Skinny Client Control Protocol (SCCP)
Real-time Transport Protocol (RTP)
Trivial File Transfer Protocol (TFTP)
File Transfer Protocol (FTP) ( )
Hypertext Transfer Protocol (HTTP) ( )
Simple Network Management Protocol (SNMP)
Telnet
Dynamic Host Configuration Protocol (DHCP)
Domain Name System (DNS)
Cisco CallManager 3.1
Cisco CallManager
Music on Hold c Cisco CallManager
G.711 G.729a

20

/

( ; G.729 G.711), (, ) Cisco IP
.
/ IP
. , , ,
.
() ,
.
/ :
Catalyst 6000/6500 6608-1 (8-Port Voice 1 and Services Module);
Catalyst 4000/4500 Access Gateway Module (AGM);
Cisco 2600XM/3600/3700 NM-HDV-FARM NM-HDV Cisco IOS 12.2.13T .
VG-200.
, IP/VC 3540 3511 -/.

3.5. Catalyst IP Telephony Inline Power

, IP , Cisco Catalyst,
IP . Inline Power, Ethernet, -

 , VoIP, , ( ), (Voice VLAN),

CDP,
IP , (QoS).

Inline Power
Inline Power
5- Ethernet-.
IP
Ethernet- Inline Power: , Catalyst , IP .
IP : -, , -, .
. (UPS);
UPS , Inline
Power, ( CallManager).
Cisco 13. Catalyst 3500, 4000 6000
Cisco
/,
IP
Inline Power:
48 Ethernet 10/100
Inline Power
Catalyst 6000/6500.
48 Ethernet 10/100
Inline Power Catalyst 4006/4500
( Catalyst
4006

auxiliary power shelf).
Catalyst 3550-24-PWR (24 10/100 Inline Power +
Gigabit Ethernet).
16 10 BaseT/100 BaseTX (
2600/3600/3700) 36 10 BaseT/100 BaseTX ( 3660 3700)
Inline Power.
Catalyst Inline Power Patch Panel, 48-
Inline Power. IP Ethernet , .
Cisco, 5, (6,3 ) 2 3 ( 1,
2, 3 6). ,
, Ethernet.
Catalyst Inline Power Patch Panel, , 1 4 ( 4, 5, 7 8), Ethernet. , , IP , 4 UTP Cat5.

21

Catalyst Inline Power Patch Panel :

, : 85264
: 4763
, AC: 4 A 100 , 2A 240
: 330
: 4&5, 7&8
, DC: 48
. C , Inline Power, IP Cisco 7960G, Cisco 7940G, Cisco 7910G, 7910G+SW 7905G.
12SP+ 30VIP, , .

Catalyst
(/)
Catalyst 4000/4500 Catalyst 6000/6500.

22

14. Catalyst 4000 Access Gateway Module

Cisco Catalyst 4000 Access Gateway Module

Cisco :
Voice Network Services (VoIP)
,
(, , G.729 G.711) .
Cisco CallManager.
Voice Gateway VoIP, :
H.323v2;
IP WAN, .. , ;
Catalyst 4000 (PSTN);
.
IP c :
WAN DDR (dial-ondemand routing) , snapshot routing .;
QoS RSVP,
(traffic shaping) ;
Cisco IOS Firewall ( Cisco IOS).
Catalsyt 6000/6500 :
8-Port Voice 1 and Services Module , 8 1
.
ISDN PRI, , . /
.
24-Port FXS Module ,
( 24 FXS, RJ-21).
Communication Media Module (CMM) Catalyst 6500, Cisco IOS, 3 .
CMM: 6-
E1, 24- FXS /

, DSP-.
( 18 1 72 FXS),
/ .

Catalyst Cisco IP

Cisco Catalyst IP . :
CDP v.2 (Cisco Discovery Protocol)
,
IP , VVID (Voice VLAN ID)
;
Auxiliary VLAN ;
QoS ( ). / ( ,
, );
DSCP IP Precedence
(trust boundaries).
, .

3.6. Cisco IOS

Survivable Remote Site Telephony (SRS Telephony)
(Survivable Remote Site Telephony) Cisco IP .
IP / / Cisco CallManager, / . SRS
Telephony Cisco 2600,
Cisco 3600, Cisco 3700, Cisco 1750, Cisco 1760V Cisco 7200.
Cisco IP
Cisco CallManager . CallManager,
,
,
IP (QoS). , :
;
;
,
, / , IP
. .;
, IP .

WAN ;

.

23

 15. (Survivable Remote Site Telephony)

2600 c SRST
Cisco
CallManager

24
WAN
7200
3660 c SRST

48144

3660

, , WAN.
, 01, 02, 03, , WAN .

24

Cisco Systems (SRS Telephony), Cisco IOS Cisco 1750, Cisco 1760, Cisco 2600, Cisco 3600, Cisco 3700,
Cisco 7200. ,
/ , IP , / WAN .
SRS Telephony , Cisco Simple
Network Automated Provisioning (SNAP), IP
. ,
. WAN
CallManager. Cisco CallManager
, , . SRS Telephony.
Cisco IP
. :
IP Cisco SRS Telephony Cisco CallManager ; ;
, ,
;
;
E1 PRI, E1 R2 ISDN BRI (Euro ISDN)
FXO FXS;

 ;
IP (Cisco 7960G, 7940G, 7912G, 7905G, 7910G, 7910G+SW, 7902G,
7914, 7935) ( ATA-186, ATA-188 VG-248);
6 IP ;
Caller ID;
;
(Call Hold)
(Music on Hold, POTS ) (Tone on Hold);
(Speed Dial) (Redial);
(Transfer) POTS (, );
;
(3 , G.711);
TCL-,
, SRST;
WAN: FR, ATM, MLPP, Serial, AAL2, DSL;
Cisco Gatekeeper;
(translation rules);
,
SRST;

(Call Detail Recording), RADIUS .
SRST
Cisco IOS 12.2(8)T, 12.2(11)T, 12.2(13)T ( Plus feature set),
12.2.(15) 12.2(15)ZJ ( , ).
IP 24 480 . . 48 960 .
. IP 12.2.(13)T

Cisco 1751
Cisco 1760
Cisco 2610 XM, 2611 XM,
2620 XM, 2621 XM
Cisco 2650, 2651
Cisco 2650 XM, 2651 XM
Cisco 2691
Cisco 3620
Cisco 3640 3640
Cisco 3660
Cisco 3725
Cisco 3745
Catalyst 4000 AGM
Cisco 2600
Cisco 7200

24
24
24
48
48
72
24
72
240
144
240
24
24
480

120
120
96
192
192
288
96
288
960
576
960
48
96
960

25


(Survivable Remote Site Telefhony) Cisco
. . , SRST .

3.7. IP
Cisco CallManager Express (CCME)
Cisco CallManager Express (CCME),
Cisco IOS, Cisco IP . Cisco CallManager Express Cisco IP , IP Cisco, , , , H.323 (Gatekeepers), (ATA), Cisco Unity, .
-
Cisco ,
, 24 48 .
16. Cisco CallManager Express (CCME)

26

CallManager Express Cisco 17xx, 26xx, 36xx 37xx , ,

IP , .
/
, , - / IP .
CCME , QoS
. , , IP Cisco CallManager SRST
.
/ CCME
,
IP
-.
,
CCME ( H.323).

 ,
, / , IP
(managed data, packet voice and IP Telephony service).
,
, .

Cisco CCME
IP
:

M (Cisco 17xx, 26xx, 36xx 37xx), / , QoS, , VPN
. ., IP . -, ,
.
-
CCME , ,
- XML.
IP

IP ,
Cisco CallManager (,
), CCME SRST .
(, ) Cisco IOS CLI
web-
web- ,
Cisco IOS
CallManager Express.
Cisco CallManager Express Cisco IOS, ( ), H.323 ( ), WAN , QOS . ., IP , / . CCME IP ,
,
- (
, ).
IP
24 48 IP , . . IP Cisco 7960G ( 7914),
7940G, 7910G, 7910G+SW, 7935, 7912G, 7905G, 7902G
ATA-186.

27

. IP
( Cisco IOS 12.2(15)ZJ3)

24
24
36
48
72
48
48
96
96
120
24

120
120
144
192
288
288
288
288
288
288
120

Cisco 1751-V
Cisco 1760, Cisco 1760-V
Cisco 2600 XM
Cisco 2650 XM, Cisco 2651 XM-V
Cisco 2691
Cisco 3640
Cisco 3640A
Cisco 3660
Cisco 3725
Cisco 3745
Cisco IAD2430

Cisco CCME
CCME - ,
,
.
2.1 3.0:

28

ITS
2.1

CCME
3.0

IP Cisco 7960G

Cisco 7914 support

IP Cisco 7940G

IP Cisco 7935

IP Cisco 7905G 7912G

IP Cisco 7902G

Analog Terminal Adapter 186/188

12/24-
(-- --)

Cisco IP
Network Time Protocol (NTP)

Attendant Console
Cisco 7960 7914

(Automated Attendant) TCL 2.0

,
,

X
X

X
X

ITS
2.1
X

CCME
3.0
X

(H.450)

hookflash

Call Pickup ,

Call Pickup
( )

(Tone on Hold) (Music on Hold)

(Tone or Music
on Transfer)

3 , G.711

IP (Call Back)

(on-hook dialing)

(Caller identification display and blocking),

Do Not Disturb ( )

Direct Inward Dial, Direct Outward Dial

()

(shared line appearances)

48

(extension number overlay)

(
), Direct
Station Select

(Hunt Groups)

(paging)

Paging, Zone Paging

Cisco IP

29

ITS
2.1
X

CCME
3.0
X

(DTMF)

Cisco Unity

H.323

XML

CTI ( TAPI Lite)

, VoIP (H.323), Voice
over Frame Relay (VoFR) Voice over ATM (VoATM)

Cisco Gatekeeper Net Centrex Gatekeeper

Class of Restriction

(Call Waiting)

(Message Waiting Indication)
Message Waiting Indication
CCME

Idle URL (
push)
7940 7960

30

,
,
(Translation
Rules)

X
X

Night Service Bell

( )
web-

web-
(, -)
web-
//

X
X

Cisco CallManager Express

Cisco CCME Cisco IOS . , - . 24 48 .

. CCME

.
.

. FXO
. E&M
. BRI
. 1PRI
. FXS
.
E1
.
Ethernet
Inline Power

(flash/RAM)

Cisco 1760-V
( )

Cisco 2621XM
( )

Cisco 3745
( )

24

24

120

120
16
8
12
4
16

144
8
4
4
3
12

288
32
16
16
10
48

30
(

Catalyst

Inline Power)

90

300

16

36

32 MB / 96 MB

32 MB / 128 MB

32 MB / 64 MB

3.8. IP
CiscoWorks IP Telephony Environment Monitor (ITEM) 2.0
, , , . Cisco , CiscoWorks IP Telephony Environment
Monitor (ITEM), Cisco
IP .
, ,
.
CiscoWorks ITEM , CiscoWorks Voice Health Monitor (VHM) Device Fault Manager (DFM).
CiscoWorks IP Telephony Environment Monitor Cisco IP
, .
CiscoWorks ITEM :

IP ;
IP ;
.
,
Cisco, IP ,
. CiscoWorks ITEM
Cisco IP ,
.

31

 ,
.

CiscoWorks
ITEM

web-,


IP
,
.
,

.
,
,
. ITEM
,
.

CiscoWorks ITEM

32

CiscoWorks ITEM IP Telephony Monitor

CiscoWorks ITEM IP Telephony Monitor (ITM).
ITM ,

IP . ,
ICMP SNMP ( SNMP MIB, SNMP traps). , .
ITM
IP , IP . , IP . :
IP;
SNMP;
;
( );
;
.
ITM Cisco, ,
, IP . , ,
ITM, Cisco CallManager, , Cisco IP , ,
, Cisco Inline Power.

ITM
Cisco IP
(L2 L3 ).

 , IP .

IP
.

, .
CiscoWorks ( ,
RME).
.

ITEM 2.0
CiscoWorks ITEM 2.0 . :
CiscoWorks ITEM IP Phone Information Utility web-, IP , ,
.
CiscoWorks ITEM IP Phone Help Desk Utility windows-
IP .
CiscoWorks ITEM Gateway Statistics Utility web-, Cisco IP .

CiscoWorks ITEM
Microsoft Windows 2000. CiscoWorks ITEM 2.0 CD .
:
Pentium IV 1-GHz ;
Windows 2000 Server Advanced Server, Service Pack 3;
: 2 GB;
: 60 GB, swap 4 GB.

4.
IP
, TAPI, JTAPI, H.323 ,
Cisco IP
, .
, Cisco, Cisco.
,
Cisco IP , /
, (IVR),
, , , . .

33

 Cisco Cisco IP :
Cisco IP IVR/AutoAttendant ;
Cisco Unity ;
Cisco IP SoftPhone
, IP Cisco , ;
Cisco Attendant Console web- ,
, (
/,
IP );
Cisco IPCC Express

;
Personal Assistant -,
;
Cisco Conference Connection c 100 ,
;
Cisco IP Contact Center (IPCC) .

34

- ,
IP .
, , , . , , .
. , , MWI (Message Waiting Indicator), IP .
Cisco IP IVR/AutoAttendant , () . , .
/, ,
. . .
IP
. ODBC LDAP .
, Cisco Cisco IP .

4.1.
Cisco CallManager Attendant Console
Cisco CallManager Attendant Console ,
, , ,
IP . , (Busy Lamp Field BLF) , IP , LDAP-
. , , Cisco CallManager Attendant Console
, . . .
Cisco CallManager
,

IP .
, /,
, CallManager
.
, . , . . , , . .,
.
IP (
) Attendant Console,
,
IP . , ( ),
(
, . .), (, . .), , . ( , . .) .
- 17. Cisco
Cisco CallManager CallManager Attendant Console
Attendant Console. ,
, .

, . :
;
;
;
;
.

35

36

IP ( IP Cisco
7960 Cisco 7914 34 ).
, , , .
(drug-and-drop) (Transfer), (Hold) . .

.
,
IP .
/ .
(log on, log off).
.
/
, / , , , (Call Waiting), .
.
() ( , . .).
, .
.
Cisco CallManager.
, ,
, .
,
, , .

.
() .
32 (hunt groups), ,
Cisco CallManager 16 .
(First Available) (Longest Idle).
, .
96 Cisco CallManager.

, , :
Microsoft Windows 98, Windows ME, Windows NT 4.0 (Service Pack 4 ), Windows
2000;
Pentium II 366-MHz ;
128 MB of RAM.

4.2. Cisco IP SoftPhone

Cisco IP SoftPhone , 18. Virtual Conference Room
IP -
Cisco ,
.
Cisco IP SoftPhone c
Microsoft Net-Meeting ( )
, 3-
.
Cisco IP SoftPhone LDAP-, Cisco AVVID. /
.
(drug-and-drop) Cisco IP SoftPhone.
IP SoftPhone , , IP IP .

Cisco IP SoftPhone IP .
IP SoftPhone , IP Cisco.
.

, .
.

19.
Cisco IP SoftPhone
.

(consulted transfer) (blind transfer).
(Hold).
, drug and drop.
Virtual Conference Room

.
(do not disturb).

37

 (Redial).
.

( IP SoftPhone
).
.
.
mute.
.

38

Cisco IP SoftPhone Windows 95, Windows 98, Windows NT 4.0 (SP4

) Windows 2000.
:
Pentium 166-MHz MMX ( Pentium 266 MMX).
32 64 RAM ( ).
40 (
).
Windows- ( ).
:
I
T.120 ( NetMeeting)
H.323
G.711, G.723.1 G.729.a.

4.3. Cisco Customer Response Solution (CRS)

Cisco CRS ,
. , :
Cisco IP IVR ;
Cisco IPCC Express Edition
.
Cisco IP Contact Center, ;
Cisco IP Queue Manager
Cisco IP Contact Center.
,
,
.
CRS 3.0 3.1 2.1 2.2. ( IPCC Express IVR /
), ,
Voice Extensible Markup Language (VXML) IVR , ( ), IVR (, Make Call
Record )
IPCC Express 3.0, CTI
/.


, .
, CRS 3.0, :
IPCC Express 3.x
75 IPCC Express 150 () Cisco IP IVR 3.0 150 IPCC Express 300
() Cisco IP IVR 3.1;
(skill based agent routing);
(priority queueing);
;
(agent screen pop);
, ,
;
(wrap up .).
IP IVR 3.x
( 150 [] Cisco IP
IVR 3.0 300 3.1);
VXML;
(ASR)
(text-to-speech, TTS);
;
IVR, Make Call, Record .

4.4. Cisco IP IVR

Cisco IP IVR (IVR interactive voice response),

Cisco IP . IP IVR ,
Cisco MCS Cisco CallManager. Cisco IP IVR ,
IVR- ( ).
: IP IVR , ,
. IVR- ( )
, . ,

-.
, IP IVR , ,
IVR-. (), IVR, ,

( ), . Cisco IP IVR
.

39

 Cisco IP IVR web- , web- .

Cisco IP IVR
Cisco IPCC. IP IVR , ,
Cisco Intelligent
Contact Manager (ICM) IPCC. Cisco IP IVR Cisco
IPCC, IP Queue Manager. IVR , IVR Cisco IPCC.
Cisco IP IVR Cisco CallManager JTAPI. Cisco IP IVR Java Cisco IP IVR . IVR
CRS SDK (Software Development Kit).
Cisco IP IVR (Automated Attendant).

Cisco IP IVR

40

Cisco IP IVR (//web)

IVR- ( ).
Cisco IP IVR IP , .
Cisco IP IVR web-.
IP IVR IVR-, IP IVR ,
/.
/ IVR-: IVR-
.
(IP IVR-) LDAP-.
IVR-.
Cisco IP IVR IP - 20. ()
1, -
Cisco IP IVR IP IVR Application Editor
IVR (PBX).
Cisco IP IVR :
IP IVR Cisco
CallManager MCS
MCS.
CallManager CallManager

JTAPI. CallManager .
Cisco IP IVR , Microsoft SQL, Oracle Sybase
ODBC.

 HTTP (CRS Engine) HTTP CRS . CRS

web-, . HTTP, Apache Jserv Protocol (AJP).

(e-mail) (
).
Voice Extensible Markup Language (VXML) web- .

Nuance ASR ( ).
text-to-speech TTS Nuance Vocalizer ( ).
IVR (Make Call).

Record
, ,
IVR- ( ).
.
.
Cisco CRS (SDK), ( ) JavaTM.

IP IVR
Cisco IP IVR :
(Application Editor) IVR-, . , IVR.
Application Engine , , IVR.
Java Beans, Cisco IP IVR. ( Java) .
(LDAP-) ( IVR-) Cisco IP IVR.

, .

IP IVR
,
IP IVR. .
IP IVR :
, IVR-, ,
;
, HTTP (e-mail);

41

 , ,
. .;
;
/, web ;
Cisco ICM Cisco
IP IVR Cisco IPCC.
.

(Application Engine)
, , . IP IVR IVR- () LDAP.
: , .
.

IP IVR
Cisco IP IVR 3.1 150 () 300 . IP IVR
3.1 IVR (
) Cisco IP Cisco CallManager IP IVR.

42

, IP IVR:
Cisco Media Convergence Server

MCS-7815I
MCS-7825H
MCS-7835H
MCS 7835I
MCS-7845H

MCS-7815I-2.0-CC1
MCS-7825H-2.2-CC1
MCS-7835H-2.4-CC1
MCS-7835I-2.4-CC1
MCS-7845H-2.4-CC1

IVR
150
150
150
150
300

Compaq, , IP IVR 3.1

Compaq DL 320-1133
Compaq DL 320-2266 G2
Compaq DL 380-1000
Compaq DL 380-1266 G2
Compaq DL 380-2400 G3 (single CPU)
Compaq DL 380-2400 G3 (dual CPU)
IBM, ,
IP IVR 3.1
IBM-205-2000
IBM-330-1266
IBM-342-1266
IBM-345-2400

4.5. Cisco IPCC Express Edition 3.1

Cisco IPCC Express CTI (Computer Telephony Integration) IP . ACD IVR ( ). IPCC Express
Cisco CallManager, IP .
Cisco IPCC Express ,
, ACD.
IPCC Express ACD
(IVR), IPCC Express. ( Call Center)
.
Cisco IPCC Express .
IP , , .

IPCC Express :
Cisco IPCC Express Standard IPCC Express , ACD, ;
Cisco IPCC Express Enhanced , Computer Telephony Integration
(CTI).
Cisco IPCC Express
(agents) ( ).
IPCC Express IP
, IPCC Express ( [login] [logout], [ ], . .) IPCC Express ( screen pop ). IPCC Express /, Cisco IPCC Express ,
.
Cisco IPCC Express Cisco
IP Cisco 7900. (
) , IP
. ,
,
Cisco 7960 7940.
, , , -

43

 , ,
, , .
IPCC Express (IVR), .

IPCC Express Edition

IP IVR, Cisco IPCC Express :
(Applica-tion Editor) ICD-, .
, ICD.
Application Engine , , ICD, . . .
Java Beans,
Cisco IPCC Express.
(LDAP-) ( ICD-) Cisco IPCC Express.


-

44

IPCC Express
IPCC Express
.

Cisco IPCC Express Edition

Cisco IPCC Express Standard
Cisco IPCC Express Standard ACD (Call Center) Cisco
CallManager. 1 150 .
Cisco IPCC Express Standard :
Web- Cisco
IPCC Express.
:
ICD (Cisco Standard Agent Desktop),
ICD (Cisco Standard Supervisor Desktop),
Cisco IP 7960 7940.
:
(hunt group),
(distribution group),
(, , longest
available agent).
(ANI) /
(DNIS), , , .
, .
screen pop -

 , , , .
ICD .
, /.
.
(media termination option), IP .
.

Cisco IPCC Express Enhanced

Cisco IPCC Express Enhanced Cisco IPCC Express Standard, , Cisco IPCC
Express Standard.
IPCC Express Standard IPCC
Express Enhanced :
.
10 ,
( ).
Skills-based routing .
100 , 10 , 50
.

, IPCC Express Standard, :
(Shortest average call handle time);
, (Highest
average calls handled);
(Competency-Based Routing)
.
IP IVR, ( ), (text-to-speech,
), web- ( ).
/, :
(Cisco Enhanced Agent Desktop) CTI .
, .
(Cisco Enhanced Supervisor
Desktop), , :
, ;
(Silent monitoring) ;
(Call Barge-in);
(Call Intercept).
Cisco IP 7960 7940
, .

45

, Cisco IPCC Express Standard Cisco IPCC Express Enhanced

Cisco IPCC Express web-, .
Cisco CallManager
JTAPI.
Call Detail Records
(CDR).
.
( )
Cisco IPCC Express Standard, Cisco ICD Enhanced, Cisco IP Contact Center
(IPCC).
, .
, IVR.

4.6. Cisco Personal Assistant

Cisco IP , .

46

Cisco Personal Assistant . , , , . , , , , Personal Assistant . , .

(screening)
: ( ) , , .
Cisco Personal Assistant (Automatic Speech Recognition, ASR), ,
. ,
, .

( )
, Personal Assistant, .

,
. ,
.
,
.

 , .
. ,
. , , , . .

(call screening).
Microsoft Exchange 5.5 Exchange 2000 .
Cisco Unity.

(Automatic Speech Recognition [ASR])

,
. , ,
LDAP.
Cisco Unity. , , ,
, , .
, , (speakerphone) .

:
;
;
.
. :
;
21. Cisco Personal Assistant

47

 ( ,
).
() ,
.
.

Cisco Personal Assistant web- .
, , , web-.

48

:
, ( e-mail ,
);
;
;
;
;
;
;
; P 22.
;
/ call screening;

, ;
;
- .
:
,
Personal
Assistant;
LDAP-;
Microsoft
Exchange 5.5 Exchange 2000;
;
;
Personal Assistant.

Cisco Personal Assistant ,
:
Cisco MCS-7835-1266;
Cisco MCS-7825-1133.
,
Cisco .

Cisco Personal
Assistant

Cisco Personal
Assistant

MCS-7825-1133
MCS-7835-1266
.
.
.
.

2 500

48

2 500

52

2 500

60

2 500

88

4.7. Cisco Conference Connection

Cisco Conference Connection 100 ,
.
, , (, , , , , ,
, . .) .

.
, , , ( ,
) XML Cisco 7940 7960. , , , .
, .
. 5 ( )
5 ,
().
Cisco Conference Connection IP Cisco
CallManager H.323. , Cisco CallManager.
G.711, , Cisco Conference Connection IP .

49

4.8. Cisco Unity

. , , ,
.
23.

E-Mail

,
, .

50

Windows 2000 Cisco Unity , ,

. Unity , , .

Unity . . , Unity .
Unity ,
, , , .
Unity , , , , Unity , . , ,
, . ,
, . , , , , , ,
, . , , .

, .
,
-. -

 , : , , . ,
, .
, , , , , ,
Exchange/Outlook ( ),
Unity ViewMail for Outlook .
, (
), .
Cisco Unity:
Unity , ,
, Microsoft Exchange Lotus Domino.
Unity Cisco CallManager. IP
Unity , .
Unity , web-
.
Unity web-, .
Unity , .

,
Cisco Unity - ,
. ,
:
;
( Voice Mail Only, , , Unified Messaging);
c Microsoft Exchange Lotus Domino ( Unified Messaging, );
();
(IP ,
,
IP ).
( ) ,

. , . ,
4 100
1:25, .
Cisco Unity
, , 50 7 500 .

51

 Cisco Unity

52

Cisco CallManager ,
IP IP .
, web, .
( Unity, CallManager ,
).
.
Microsoft Exchange Server. Lotus
Domino Unity.
Microsoft Exchange Server 5.5 2000 Lotus
Domino Unity Unified Messaging. (
Lotus Domino 5.0.10 5.0.11. Domino
Unified Communication Services (DUCS).
, , (G.711, G.729 ),
.
Unity Message Repository (UMR) .
( , ) ( ), web-, e-mail (
Microsoft Outlook Lotus Notes),
( XML ).
Live Reply ( ), -
. .
Flex Stack / ,
(, , e-mail), , (FIFO/LIFO).
AMIS-A .
Session Initiation Protocol (SIP), SIP proxy , SIP .
(text-to-speech)
RealSpeak ( ).
Voice Mail Only
Microsoft Exchange.
Web- Unity Inbox ( Visual Messaging Interface (VMI) web- (Explorer 5.5 ),
( , ,
Exchange Lotus Domino).
VPIM .
Cisco Unity Bridge
Avaya/Octel.

4.9. Cisco IP Contact Center

, , . : , , web ( ). , ,
.

. , .
, .
( , , ) .
, , , :
;
;
;
.

.
,
web, -, , ,
.
, , IP.
Cisco IP ,
, (, ), (e-mail web-).
Cisco IP Contact Center (IPCC) , Cisco AVVID. IPCC ( ,
web ) - ,
.

,
, web.
, .

53

 24. Cisco IP Contact Center

Cisco IPCC :
IPCC Cisco ICM (Intelligent Contact Manager);
Cisco IP (CallManager, IP , . .);
;
Cisco IP IVR;
, , , web-.

54

, (API)
, , CRM , . .
IPCC ICM (Intelligent Contact Manager). ICM , . ICM ,
Router, Logger, Peripheral Gateway, CTI
Server, , . .
PG Peripheral Gateway , IPCC ICM,
IP ICM IVR ICM. PG Nortel, Avaya .
ICM , ICM.
ICM Cisco Collaboration Server Cisco E-Mail Manager
PG Media Routing Peripheral Gateway. MR PG , . . , ,
, , ,
web, e-mail , .
e-mail, ,
. . , e-mail,
.
CTI Server ICM.
ICM . , , ,

IVR. web
, . ICM
. , (desktop) .
Dialer Campaign Manager . , : , , , . Campaign Manager

Dialer, , , . :
preview ;
predictive
;
progressive ;
personal callback ,
, .
.

, , blended ().
Cisco ICM , , - .
, ICM,
. , , .
ICM ,
.
web
. ,
, , ,
.

25. Cisco ICM ,

, web e-mail , .
ICM
, , , Cisco Call-Manager, (ACD),
(IVR), . ,
,

55

 , ,
.
IPCC .
ICM ,
, , , ,
.
. ICM, , , - ODBC- .

56

IPCC IP . Cisco CallManager,

IP-,
,

, VoIP
, , IP , Ethernet ,
.
26. Cisco ICM ,

IPCC IP IVR , . IP IVR

( ,
-) ,

(, , , ). , IP IVR,
, , ( , 4 ). , IVR.
IPCC agent
desktop. , , , ,
, , .
Cisco Systems 2
CTI OS CAD.

Cisco CTI Object Server (CTI OS)

CTI OS ,
, CTI,
.
,
, CTI. web-.
CTI OS COM, Java, C++ ,
CTI. CTI OS , desktop CRM.

Cisco Agent Desktop (CAD)

CAD ,
-
. CAD IPCC , CTI OS, , ,
CRM .

CTI , ,
. . , : , , , , .
, Cisco IPCC
, , , web-.
(API) Cisco IPCC ,
, CRM , . .

e-mail
e-mail IPCC Cisco E-mail Manager (CEM).
CEM e-mail, . , e-mail , e-mail .
CEM e-mail e-mail . e-mail : , , . ,
:
, , ;

57

 e-mail , . , , .
e-mail
/ . /
, , .
:
, e-mail.
, Cisco E-mail Manager ;
e-mail , ;
e-mail,
, , e-mail ,
(, . .).

58

MailTrack e-mail ,
e-mail
. , Cisco E-Mail Manager
e-mail. e-mail Cisco E-mail Manager,
. , MailTrack
e-mail,
e-mail, Cisco E-mail
Manager.
:
e-mail , .
e-mail, . ,
, ;
e-mail .
, e-mail
.
e-mail. ,
. e-mail. , e-mail
.

web-
IPCC, web-. , , Cisco Collaboration Server (CCS). . , IP.
, multichat, . . .

 web- : web . , .
: .
, ,
: IP (

). ,
web . ,
web-.
web- , , . . web- ,
, ,
. .
Cisco Collaboration Server :
,
web;
, , ;
, ;
, , .

5.
Cisco IP
http://www.cisco.com/warp/public/cc/so/neso/vvda/iptl/avvid_wp.htm
http://www.cisco.com/warp/public/cc/so/neso/vvda/iptl/
http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/network/index.htm

Cisco CallManager
http://www.cisco.com/warp/public/cc/pd/nemnsw/callmn/prodlit/index.shtml
http://www.cisco.com/warp/public/cc/pd/nemnsw/callmn/prodlit/cm33_ds.htm
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/3_3/index.htm

Cisco IP
http://www.cisco.com/warp/public/cc/pd/tlhw/prodlit/index.shtml

Cisco IP Phone Productivity Services

http://www.cisco.com/warp/public/cc/pd/unco/ippps/prodlit/ippps_ds.htm

Cisco IP SoftPhone
http://www.cisco.com/warp/public/cc/pd/unco/ipsfph/index.shtml
http://www.cisco.com/warp/public/cc/pd/unco/ipsfph/prodlit/ipsp_ds.htm

Cisco CallManager Attendant Console

http://www.cisco.com/warp/public/cc/pd/unco/wbat/prodlit/ccmac_ds.htm

59

http://www.cisco.com/univercd/cc/td/doc/product/voice/attendnt/call_att/1_1_3/english/index.htm

Catalyst Cisco IP
Catalyst 6000 Family IP Telephony Solutions
http://www.cisco.com/warp/public/cc/pd/si/casi/ca6000/prodlit/c6ipt_ov.htm
Catalyst 6000 Inline Power10/100BaseT Ethernet Switching Modules
http://www.cisco.com/warp/public/cc/pd/si/casi/ca6000/prodlit/c6ipe_ds.htm
Catalyst 6000 Family FXS Analog Interface Module
http://www.cisco.com/warp/public/cc/pd/si/casi/ca6000/prodlit/c6fxs_ds.htm
Catalyst 6000 Family Voice T1/E1 and Services Module
http://www.cisco.com/warp/public/cc/pd/si/casi/ca6000/prodlit/c6vt1_ds.htm
Catalyst Communications Media Module
http://www.cisco.com/warp/public/cc/pd/ifaa/ps4633/prodlit/cmmrd_ds.pdf
Catalyst 6000 Voice Services
http://www.cisco.com/univercd/cc/td/doc/product/lan/cat6000/sft_6_1/configgd/voicecfg.htm
Catalyst 4000 Family IP Telephony Solutions
http://www.cisco.com/warp/public/cc/pd/si/casi/ca4000/prodlit/c4k2_ov.htm
Catalyst 4000 Family Access Gateway Module
http://www.cisco.com/warp/public/cc/pd/si/casi/ca4000/prodlit/c4k21_ds.htm
Catalyst 4000 Family Inline Power 10/100BaseT Ethernet Switching Module
http://www.cisco.com/warp/public/cc/pd/si/casi/ca4000/prodlit/c4k2_ds.htm

Cisco IP IVR/ Auto Attendant

http://www.cisco.com/warp/public/cc/pd/unco/ipivr/
http://www.cisco.com/warp/public/cc/pd/unco/ipivr/prodlit/index.shtml

Cisco IP ICD
http://www.cisco.com/warp/public/cc/pd/unco/ipicd/
http://www.cisco.com/warp/public/cc/pd/unco/ipicd/prodlit/ipicd_ds.htm

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Cisco Unity
http://www.cisco.com/warp/public/cc/pd/unco/un/prodlit/index.shtml

Cisco Personal Assistant

http://www.cisco.com/warp/public/cc/pd/unco/persasst/prodlit/cpasc_ds.htm

Cisco IPCC
http://www.cisco.com/warp/public/180/prod_plat/cust_cont/ipcc/

Cisco ICM
http://www.cisco.com/warp/public/180/prod_plat/cust_cont/icm/

CiscoConference Connection
http://www.cisco.com/warp/public/cc/pd/unco/cvco/prodlit/confr_ds.htm