dedicated-instance-webex-calling-tdm.pptx

CISCO DNA

1. <Presenter Name> November 2022 Dedicated Instance for Webex Calling Add versatility and flexibility to your cloud calling journey Technical Decision Maker Presentation C97-742849-04 © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential.

2. Safe Harbor Statement Certain statements found in this presentation may be “forward-looking” information that involve risks, uncertainties, and assumptions. Should the risks or uncertainties ever materialize, or the assumptions prove incorrect, results may differ materially from those expressed or implied by such forward-looking statements. Except for statements of historical fact, information herein constitutes forward-looking statements and includes, but is not limited to, any projections of financial information; any statements about historical results that may suggest trends for our business; any statements of plans, strategies, and objectives of management for future operations; any statements of expectations or beliefs regarding future events, technology developments, or enforceability of our intellectual property rights; and any statements of assumptions underlying any of the foregoing. These statements are based on estimates and information available to us at the time of this presentation and are not guarantees of future performance. Actual results could differ materially from our current expectations as a result of many factors, including, but not limited to: the unpredictable nature of our rapidly evolving market and quarterly fluctuations in our business; the effects of competition; and any adverse changes in our indirect channel relationships. These and other risks and uncertainties associated with our business are described in the company’s annual report on Form 10-K. The forward-looking statements in this presentation are made as of the date of the initial publication of this presentation, and we disclaim any obligation to update these statements at any time in the future. C97-742849-04 © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential.

3. Contents 01 Webex Calling – Dedicated Instance 02 Solution Overview 03 Customer Scenarios 04 Service Activation 3 05 Admin Experience 07 License Reporting 06 Call Flow 08 Call Routing 09 Global Availability 10 Connectivity 11 Integrated Audio 13 Soft-clients and Devices 14 Contact Center Integrations 17 Integrations 15 Resources © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. IaaS 16 12 Enhanced Survivability

4. Dedicated Instance for Webex Calling

5. A dedicated cloud instance option based on Cisco Unified Communications Manager architecture. Integrated into Webex Calling and takes advantage of Webex® platform services Delivers cloud innovation and an enhanced experience to customers who need to support older Cisco endpoints, local survivability solutions, or existing integrations part of critical business workflows. Supports the same enterprise-grade, feature-rich calling capabilities for customers who want to preserve their UCM experience Single Global Platform Dedicated Instance Multi-tenant Customer Requirements Standard Specialized Shared Microservices Infrastructure Security AI Dedicated Instance What is it?

6. Dedicated Instance What UCM customers can expect when moving to the cloud No disruptions supports the same rich set of UCM features Robust API platform that enables deep third-party application integrations  Compatible with Cisco’s full endpoint portfolio Familiar user experience that facilitates swift employee migration Cisco contact center interoperability for enhanced customer experience Security built in supporting all employee workflows

7. Webex Calling – Dedicated Instance Solution Overview

8. Applications Control Hub Shared Microservices Infrastructure Security Webex Calling Analytics | Telemetry Presence, Directory, Contacts Common Identity Regional / Geo redundancy Webex® Unified Edge Enterprise scalability Security, Privacy, Encryption ISO 27001:2013 Compliant NIST 800-53 & SOC 2 Compliant Cisco Secure Software Development Cycle Multi-tenant Dedicated Instance Device Management | Onboarding Global cloud calling platform Centralized administrative experience from the cloud Multi-tenant and Dedicated Instance platforms pre-integrated for call routing interoperability Flexibility to provision users across multi-tenant and Dedicated Instance as needed, to best address cloud calling business needs  Webex App for a unified end-user experience Enterprise-grade security built in, not bolted on Webex Calling - Architecture

9. Webex Calling: Global coverage A multi-national Webex® Calling customer can span the globe with multi-tenant and up to four Dedicated Instances covering the four WW regions of the AMER, EMEA, APJC and AUS sites Separate, redundant data centers are included within each geo of a Dedicated Instance Different connectivity options (Webex Edge Connect or OTT) are possible, depending on customer’s requirements Knowledge workers can be assigned to multi-tenant or Dedicated Instance, depending on their work Multi-tenant EMEA sites AUS sites AMER sites 9 Dedicated Instance Webex Calling APJC sites

10. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. Dedicated Instance Security Security is integral and inherently built-in, as it is for the multi-tenant services Secure SRST provides SRST security features which can be enabled on customer gateway Webex Calling Security whitepaper

11. Dedicated Instance Customer Scenarios

12. Webex® Calling provides and meets customer requirements for Connectivity Feature requirements Integration requirements End-user ease of use Integrations for specialized devices via Dedicated Instance Webex Calling Customer Scenarios

13. Multi-tenant Dedicated Instance International logistics company Webex Calling: Global deployment example Webex Calling AMER data center EMEA data center APJC and AUS data centers Dedicated Instance Dedicated Instance Locations on multiple continents HQ: Dedicated Instance Sales: Multi-tenant Support: Dedicated Instance Shipping: Dedicated Instance Requires integrations for specialized devices 13

14. AUS data center National retail chain Webex Calling: Regional deployment example Webex Calling AMER data center EMEA data center APJC data center Multi-tenant Dedicated Instance Locations in multiple cities HQ: Multi-tenant and Dedicated Instance Sales: Multi-tenant Stores: Multi-tenant and Dedicated Instance Require integrations for specialized point-of-sale devices Support: Dedicated Instance Shipping: Dedicated Instance Require integrations for specialized devices 14

15. Service Activation

16. Dedicated Instance – Service activation Step 1: Dedicated Instance is activated through an activation link in a welcome email or from the Partner Hub © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential.

17. Step 2A: The activation link in the welcome email points to a setup wizard where the admin provides region, user-count, and workspace device count. Dedicated Instance – Service activation

18. Cisco provides FQDN for the WxC Dedicated Instance service in each region, in the following format: <customer>.<region>. wxc-di.webex.com Customers need to configure Conditional Forwarders on their DNS servers, to resolve cloud FQDN Dedicated Instance DNS service is regional and can be reached via private peering, using the following IP addresses E.g., cust100.amer.wxc-di.webex.com DI Region DI DNS Service IP Address Americas (SJC/DFW) 69.168.17.100 / 69.168.17.228 Europe (LON/AMS) 178.215.138.100 / 178.215.138.228 APJ (TOK/SIN) 103.232.71.100 / 103.232.71.228 AUS(MEL/SYD) 178.215.128.100 / 178.215.128 Step 2B: Provide SIP address name Dedicated Instance – Service activation

19. Step 3: Review and submit Dedicated Instance – Service activation Once the setup wizard is complete, partner/customer will notice the regions activated as “In Progress” in Control Hub

20. Dedicated Instance – Service activation Service Activation is completed in 24hrs, or less Post activation, applications are listed under the ‘manage’ tab in Control Hub Partner/customer can now access the the UC applications via cross-launch (OTT)

21. Administration Experience

22. Control Hub – Administrator’s experience Dedicated Instance is administered from Control Hub Single-pane-of glass administration, capable of supporting all phases of the service lifecycle, from configuration through optimization Role-based access control (RBAC) is available so different levels of administrator access can be set for customers and partners

23. Dedicated Instance UC app management experience Administrators have OTT access to all the native, standard Unified CM platform pages. Administrators can OTT cross-launch the Unified CM apps from Control Hub >Calling > Dedicated Instance

24. Dedicated Instance – Analytics features Quality Metrics Call success, failures, quality and metrics Filter packet loss, jitter & latency Feature Adoption Heat map for call/mid-call features and UC features Asset Usage and Inventory Number of calls, talk time and messages Endpoint & headset usage Engagement Analytics View calling across the organization, Call numbers & call minutes Daily, Weekly, Monthly views View endpoint, soft-client, and headset usage Region/Cluster-based filtering available for analytics Capacity Analysis Trunk and route utilization

25. Dedicated Instance is now live with v14 UC apps Dedicated Instance is now LIVE with UC apps v14SU2 Cisco Unified Communication Manager Cisco Unity Connection Cisco IM and Presence Cisco Expressway Core and Edge Cisco Emergency Responder (AMER only) Endpoints & Headsets Unified Communications Manager UCM IM & Presence Unity Connection Cisco Emergency Responder © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. Expressway Core and Edge Dedicated Instance Version 14.X Note: Moving forward all net new customers will be deployed with v14 UC apps

26. Control Hub Proactive and Maintenance Alerts for Dedicated Instance

27. 27 Control Hub alerts for Dedicated Instance A centralized place to view alerts generated by UC apps Receive email notification when UC application maintenance is scheduled, started, finished Ability to define email ID/Webex space to receive alerts for specific UC apps A cloud alternative to SNMP traps eight, and color Alert categories What customers / partners can expect Day2/Day3 alerts config error alerts Call failures (beyond threshold) Integration failure alerts Maintenance & outage alerts

28. Maintenance alerts banner

29. Subscribing to alerts Subscribe to the UC app generated alerts and provide email ID or Webex space for notification Admin chooses TYPE = Alerts for Dedicated Instance Enter title Choose the alerts required under RULES Enter email IDs or group mailers to receive the alert Choice to enter Webex space

30. © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. Subscribing to Alerts Subscribe to the UC app generated alerts Admin chooses TYPE = Alerts for Dedicated Instance Enter title Choose the alerts required under RULES Enter email IDs or group mailers to receive the alert Choice to enter Webex space

31. Licensing

32. Dedicated Instance Licensing Dedicated Instance does not require additional licensing Licensing is based on the number of regions Webex® Calling licensed users can be deployed on either multi-tenant or Dedicated Instance Dedicated Instance is sized, based on the number of users to be provisioned and can grow as needed

33. Single screen view in Control Hub to show both multi-tenant & Dedicated Instance end users Single licensing construct for both multi-tenant and Dedicated Instance Cumulative licenses are reported on Control Hub Additional Dedicated Instance usage available per region 33 License summary

34. Single screen view in Control Hub to show Dedicated Instance licensing Region and cluster level granularity for Dedicated Instance license usage 34 License management detail AUS AUS

35. Call Routing

36. Flexibility to use best persona for different knowledge worker type No external hardware or configuration required by partners or customers No additional license requirement to integrate call flows across Webex Calling multi-tenant & Dedicated Instance Easy dial plan integration that helps customers use their existing enterprise dial plans Multi-tenant and Dedicated Instance Pre-configured to work together Multi-tenant Dedicated Instance SIP trunk Webex Calling

37. Webex Calling - Call Routing (Cisco pre-configuration at activation) Multi-tenant Dedicated Instance SIP trunk Multi-tenant pre-configuration Dedicated Instance pre-configuration

38. Webex Calling multi-tenant pre-configuration Unique location created per region 2 SIP trunks configured per region (1 for each DI DC) 1 Route Group per region with respective trunks as members

39. Dedicated Instance pre-configuration SIP trunks configured in each region Route Group per region with the region SIP trunks as members Route List created with the region route group as its member

40. Call Flows

41. Dedicated Instance Signaling and media for intra-site calls DN 1001 E.164 [phone] DN 1002 E.164 [phone] Signaling Media Site 1 Call Scenario: 1001 calls 1002 Signaling traverses Cisco Dedicated Instance Media is local to site Customer WAN Webex® Edge Connect Peering Webex Calling Dedicated Instance

42. Dedicated Instance Signaling and media for inter-site calls DN 1001 E.164 [phone] DN 1002 E.164 [phone] Signaling Media DN 2001 E.164 [phone] DN 2002 E.164 [phone] Site 1 Site 2 Call Scenario: 1001 calls 2001 Signaling traverses Cisco Dedicated Instance Media remains in customer WAN Customer WAN Webex® Edge Connect Peering Webex Calling Dedicated Instance *This call flow applies for Inter-region site calls as well

43. Webex Calling – Signaling and media Dedicated Instance to multi-tenant call DN 1001 E.164 [phone] DN 1002 E.164 [phone] Signaling Media DN 2001 E.164 [phone] DN 2002 E.164 [phone] Site 1 Site 2 Call Scenario: 1001 calls 2001 Signaling traverses dedicated instance and multi-tenant cloud calling Media traverses through Peering through to Webex Calling cloud and multi-tenant cloud calling endpoint Multi-tenant registered endpoint Dedicated Instance registered endpoint Customer WAN Webex Calling Dedicated Instance Multi-tenant Webex® Edge Connect Peering Phone registered to Dedicated Instance Phone registered to multi-tenant

44. Dedicated Instance Signaling and media for BYO PSTN DN 1001 E.164 [phone] DN 1002 E.164 [phone] Signaling Media Site 1 Call scenario: 1001 calls [phone] Signaling traverses Dedicated Instance Media flows through partner aggregation (BYO PSTN) Customer WAN PSTN [phone] Partner Connect Peering Partner Hosted PSTN Gateway Partner Cage Webex Calling Dedicated Instance

45. Dedicated Instance Signaling and media for local break out DN 1001 E.164 [phone] DN 1002 E.164 [phone] Signaling Media Site 1 Call scenario: 1001 calls [phone] Signaling traverses Cisco® Dedicated Instance cloud Media is local to site Customer WAN Equinix / ECX peering Webex Edge Connect Peering Webex Calling Dedicated Instance PSTN

46. Users in SJC (812) registered to Dedicated Instance, users in Dallas (814) registered to multi-tenant Users from one site will require 8-digit dialling (sitecode+4-digit extension) to another Example: Bob (1001), registered to multi-tenant and Alice (2001), registered to Dedicated Instance Bob dials Alice at 8122001 Multi-tenant sees the prefix of 812 and routes the call to Dedicated Instance Dedicated Instance, with translation configured, truncates 812 and routes the call to Alice SJC(812) Internal dialing example between sites (with site codes) Webex Calling Dedicated Instance Multi-tenant Dallas(814) Bob 1001 Customer WAN Alice 2001 1 3 2 Signaling Media

47. Dedicated Instance Call flows between DCs UCM Cloud UC apps redundancy Clustering over WAN Customer WAN AMER EMEA Webex Calling Dedicated Instance Webex Calling Dedicated Instance Webex® Backbone DN 80011001 E.164 [phone] Chicago DN 80101001 E.164 [phone] Frankfurt Signaling Media Intercluster Trunk Call Scenario: 80011001 calls 80101001 Signaling traverses Cisco Dedicated Instance Media remains in customer WAN Inter-Cluster Traffic is through Customer WAN

48. Global availability

49. Webex Calling global data center footprint Unified Webex data centers Multi-tenant data centers Dedicated Instance data centers Note: Dedicated Instance can service customers and their end-users globally Frankfurt Amsterdam London New York Chicago Dallas Toronto Columbus Vancouver San Jose Singapore Sydney Melbourne Tokyo Osaka 49

50. Worldwide availability Webex Calling countries/regions Sell in countries/regions Creators Presenters Connectors Branch office only countries Embargo countries Partner can sell and deploy here Partner can only deploy here (not sell) Total ban Argentina Australia Austria Bahamas Belgium Bolivia Brazil Bulgaria Canada Chile Colombia Costa Rica Croatia Cyprus Czech Rep. Denmark Dominican Republic Ecuador Egypt El Salvador Estonia Finland France Germany Ghana Greece Guatemala Honduras Hong Kong Hungary Iceland India Indonesia Ireland Israel Italy Japan Latvia Lithuania Luxembourg Malaysia Malta Mexico Netherlands New Zealand Nicaragua Nigeria Norway Panama Paraguay Peru Philippines Poland Portugal Puerto Rico Romania Saudi Arabia Singapore Slovakia Slovenia South Africa South Korea Spain Sweden Switzerland Taiwan Thailand Turkey Ukraine United Kingdom United States Uruguay Vietnam Algeria Angola Azerbaijan Benin Bosnia & Herzegovina Kenya Macau Montenegro Morocco Republic of North Macedonia Serbia Sri Lanka Tunisia Crimea Cuba Iran North Korea Syria Current list always found here 100% remote Hybrid On the go 100% remote 100% remote Hybrid 100% remote Hybrid Dedicated Instance can provide extended coverage for branch offices in China and Russia, in addition to the Webex Calling branch office list 50

51. 51 Worldwide Webex Calling partners are responsible for the regulatory compliance of their customers Due to U.S. export control restrictions, service is not available in: Crimea region of the Ukraine Cuba Iran North Korea Sudan Syria Due to changing global telecommunications laws and regulations, service availability may become restricted in some countries. While Cisco routinely monitors applicable telecommunications laws and regulations to adapt to changing legal environments, we reserve the right to modify our country coverage list to meet international legal requirements. U.S. embargo restrictions apply

52. Dedicated Instance service to customers in India (sell-in country) Requirements: CUBE Local Gateways are required for PSTN (to adhere to requirements for Tail End Hop Off restrictions). Remote users to connect via VPN (or MRA for internal calls). If no VPN, remote users can use Call-back service Licensed under Collab Flex Plan 3.0 No CCP or Cisco Calling Plans For OSP customers, use OSP Centre to connect to Webex Calling data center OSP data retention (CDR & system logs** on a local server) Customer obligation to comply with TRAI regulations & legal liability Partner’s responsible for regulatory compliance for their customers Logical partitioning should be enabled and configured India as a Sell in Country Partner can sell and deploy Local PSTN Services are in India Specific requirements apply

53. The following analysis applies if Cisco® sold direct to a customer. The same analysis could be applied to partners. Cisco would not require a license from Chinese regulators provided that: Sale is to customers based outside of China for use in branch offices (including branches in China), Sales or market is not targeted at customers based in China Data transmission capacity is not provided (PSTN, leased circuits, etc.) in connection with the offer, and Does not operate from a data center or other infrastructure located in China. China has unique regulatory requirements and may require additional evaluation by Cisco legal. Dedicated Instance - Service availability in China 53 China Webex Calling partners are responsible for the regulatory compliance of their customers

54. The following analysis applies if Cisco® sold direct to a customer. The same analysis could be applied to partners. Cisco would not require a license from Russian regulators provided that: Sale is to customers based outside of Russia, for use in branch offices (including branches in Russia), Sales or market is not targeted at customers based in Russia Data transmission capacity is not provided (PSTN, leased circuits, etc.) in connection with the offer, and Customer is the entity collecting personal data from end users in Russia Customer complies with Russian law applicable to the collection and overseas transfer of personal data 54 Russia Webex Calling partners are responsible for the regulatory compliance of their customers Dedicated Instance - Service availability in Russia

55. Cloud Connectivity

56. Dedicated Instance - Connectivity HQ and b ranch users Mobile users Dedicated Instance service is primarily delivered over a private connection to the customer premises Connection requires peering via Webex® Edge Connect, or Partner Connect, or Virtual Connect OTT access is included to service mobile and remote workers (MRA) Internet Access Network Webex Edge Connect/Partner Connect/Virtual Connect Internet OTT Webex Calling Dedicated Instance

57. Customer places a single "Edge Connect" order on CCW with bandwidth accommodating both Dedicated Instance and Webex® Meetings Customer orders 2 separate virtual circuits on the Equinix portal for Dedicated Instance and Webex Meetings Equinix handles network flow from peering point to the Webex data center Internet is provided for MRA/OTT users A minimum of 1 link to each Webex data center within a region is required. (2 links in total) Webex Edge Connect 57 Dedicated Instance Multi-tenant Meetings Webex Calling Customer WAN Customer Cage ECX ECX

58. Allows partners/customers to leverage existing Equinix rack space and ECX ports Peering via any ECX-powered location with bandwidth options from 50 MB to 10 GB Partner creates a physical connection to Equinix and connects to Webex® PE’s either via cross connect or ECX . Partner extends one virtual connection each for Webex Meetings and Dedicated Instance, per customer over physical connection Equinix handles network flow from peering point to the Cisco ® data center Application management and PSTN access are over separate virtual connections Cisco provides internet for partner peered customers Dedicated Instance Partner Peering 58 Customer premises DFW SJC Partner cage ECX ECX Dedicated Instance Webex Calling Dedicated Instance

59. Expressway TM provides mobile and remote access (MRA), business-to-business (B2B) Expressway capacity is designed for up to 100% registration of customer KW count for MRA users Dedicated Instance MRA via Cisco® Expressway 59 Mobile users Webex Calling Dedicated Instance Cisco Expressway Internet

60. Virtual Connect for Dedicated Instance An optional add-on in the Collaboration Flex Plan Dedicated Instance now provides an additional cloud connectivity option - Virtual Connect (IP VPN) Activate and manage Virtual Connect from Control Hub Region Availability for activation

61. Virtual Connect –Deployment Model DC1 Internet eBGP DC2 eBGP GRE over IPSec GRE over IPSec Webex Calling Dedicated Instance Site-3 (Remote) Site-2 (Hub) Customer A Site-1 (Hub) Capacity Calculation per Tunnel Total bandwidth based on rate limiting per tunnel  250 Mbps *For calls between Dedicated Instance (DI) endpoints (on-prem-on-prem), the media will flow within the Customer’s LAN/WAN. ** The media will flow through the tunnel for DI on prem endpoints in following scenarios CCP PSTN Webex Calling to DI endpoints calling and vice versa Integrated Audio * Two Hub sites are recommended for better redundancy, but one Hub site with two tunnels is also a supported deployment mode

62. C97-742849-04 © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential. High Availability Pavi

63. Dedicated Instance Data center redundancy within each region UCM Cloud Customer Locations UC apps redundancy Clustering over WAN UC app redundancy - clustering-over-WAN WAN redundancy Redundant hardware across the data centers Data center backups daily, stored for 3 days Private peering (DC1) (DC2) Webex Calling Dedicated Instance Webex Calling Dedicated Instance Webex® Backbone

64. SRST take full advantage of a remote site's existing network to provide multi-feature redundancy for call-processing deployments during WAN link failures SRST provides telephony survivability during network outages for seamless transitions for endpoint registrations SRST provides Dedicated Instance with fallback support for Cisco® IP phones that are attached to a Cisco router on customer’s network Dedicated Instance - Survivable telephony 64 SRST gateway PSTN Webex Calling Dedicated Instance

65. For call processing availability: Less than 5 minutes of service unavailability in a month Webex Calling SLA 65 99.99%

66. PSTN

67. PSTN Connectivity – Defined Make local, long distance, international, and emergency calls Register and maintain your emergency services address Receive incoming calls through unique telephone number Port over an existing telephone number PSTN

68. Dedicated Instance - PSTN options 68 Local Gateway via customer premises Customer/Partner responsibility to manage the connection Not limited to CUBE. Includes all voice gateways supported by Unified CM including ISR and ASR. Cloud Connect for Webex® Calling enables global cloud PSTN calling options for Webex Calling Dedicated Instance (DI) Dedicated Instance leverages existing CCP partner peering with Webex Calling for this feature SP provides PSTN service via the ECX (partner cage) SP provider partner responsibility to manage dual connections Bring Your Own PSTN Local Gateway Cloud Connect for Webex Calling

69. A customer/partner provides dual connections to Equinix for redundancy Webex® Calling – Dedicated Instance has a redundant connection to Equinix at all colocations Admin points SIP trunks from Cisco UCM to partner/provider-managed device for PSTN Partner/provider delivers SBC functionality as needed Dedicated Instance PSTN interconnect Via partner, provider or BYO Customer premises DFW SJC Partner/ customer cage Equinix PSTN Webex Calling Dedicated Instance

70. A customer/partner provides dual connections to Equinix for redundancy Webex® Calling – Dedicated Instance has a redundant connection to Equinix at all colocations Customer has gateway or SBC on premises to connect to the preferred PSTN provider SIP trunks are connected to the Dedicated Instance service from customer gateway Dedicated Instance PSTN interconnect Via customer premises/local gateway Customer premises DFW SJC Partner/ customer cage Equinix PSTN gateway PSTN Webex Calling Dedicated Instance

71. Dedicated Instance Cloud Connected PSTN © 2022 Cisco and/or its affiliates. All rights reserved. Cisco Confidential.

72. Cloud Connect for Webex Calling for Dedicated Instance PSTN access through peering with a selection of Cloud Connect partners integrated into the Webex® Calling cloud Partner helps enterprise procure and provision PSTN Available to service providers who serve customers with locations outside of their PSTN footprint Customer can leverage PSTN access from the same provider for both Webex Calling MT & DI Customer site Endpoints Access Network Peering network Cloud Connect #1 Cloud Connect #2

73. Cloud Connect for Webex Calling: Dedicated Instance Benefits Cloud Connect for Webex® Calling enables global cloud PSTN calling options on Dedicated Instance for Webex Calling Dedicated Instance leverages existing partner peering with Webex Calling for this feature To enable this feature for Dedicated Instance, Webex Calling introduces a new call routing construct called “Route List” in Control Hub Customers can leverage one or multiple providers, to provide PSTN for their users/locations Workflow to add Cloud Connect DIDs is the same for all Webex Calling deployment models Simple administration to enable Cloud Connect for Webex Calling for Dedicated Instance Cloud Connect partners peer once with Cisco and can provide PSTN access for Webex Calling multi-tenant and Dedicated Instance deployments

74. Customer A site 1 Dedicated Instance Multi-tenant Trunk Cloud Connect HQ and b ranch users Mobile users Internet Access Network Internet OTT Cloud Connect Provider ” Route List ” introduced in WxC to enable Cloud Connect for DI Signaling & Media Cloud Connect call routing for Dedicated Instance Webex Calling

75. Route list Creation Adding PSTN numbers to Route List Route Lists in Webex® Calling are lists of numbers reachable through a Route Group. Each Route List is exclusively assigned to a Location that supplies up to 40,000 unassigned numbers from the hosted pool. Webex Calling Route Lists

76. Location SJ Route List Examples Route lists and other call routing elements DI SJ Route List [phone] DI Trunk 1 DI Trunk 2 Route list with E.164’s for DI in SJ Location This is how Webex Calling and PSTN users reach the E.164 numbers (users) configured on DI Location DFW Location DI DI Trunk 2 This is where the trunks “live” (dial plan context for inbound calls) PSTN connection Cloud Connect 1 DI Route Group [phone] … PSTN connection DI Trunk 1 DI DFW Route List [phone] [phone] … Route list with E.164’s for DI in DFW Location This is how users at this location reach the PSTN Dedicated Instance This figure illustrates the following: A Webex® Calling org with two Route Lists SJ & DFW in two different locations, each of them pointing to the same Route Group/trunk, which in turn routes to a single Dedicated Instance cluster Both the locations are subscribed to the same Cloud Connect provider

77. Location SJ Route List Examples Route Lists and Other Call Routing Elements - Multiple DI clusters DI 1 SJ Route List [phone] DI 1 Trunk 1 DI 1 Trunk 2 Route List with E.164’s for DI 1 in SJ Location This is how Webex Calling and PSTN users reach these E.164 numbers used by DI 1 in SJ Location DI 2 DI 2 Trunk 2 This is where the trunks to the DI’s “live” (dial plan context for inbound calls) PSTN connection Cloud Connect 1 DI 1 Route Group [phone] … DI 2 Trunk 1 DI 2 SJ Route List [phone] [phone] … Route List with E.164’s for DI 2 in SJ Location This is how Dedicated Instance and Webex Calling users at this location reach the PSTN Location DI 1 DI 1 Trunk 2 DI 1 Trunk 1 DI 2 Trunk 1 DI 2 Trunk 2 DI 2 Route Group This is how Webex Calling and PSTN users reach these E.164 numbers used by DI 2 in SJ Dedicated Instance 1 Dedicated Instance 2 This figure illustrates the following: A Webex® Calling Org with two Route Lists SJ & DFW in two different locations, each of them pointing to different Route Group/trunk configurations, which in turn routes to two different Dedicated Instance clusters withing the same customer organization. Both the locations are subscribed to the same Cloud Connect provider

78. Under Locations settings, select “Cloud Connect” for connection type and select the appropriate provider Order PSTN numbers from the Cloud Connect provider (either integrated or non-integrated) PSTN numbers appear in Control Hub in the respective Locations for integrated providers. For non-integrated providers, PSTN numbers must be imported For each Location with Cloud Connect numbers, create a Route List with the relevant numbers (numbers that need be routed to DI) and assign it to the Route Group that is created for DI interop (RG name starts with “WxC-DI”) Configure Dial Plans in Webex® Calling with patterns pointing to Webex Calling DI and associate them to the Route Group Configure Dedicated Instance: Login to the appropriate UCM, import the PSTN numbers that were ordered in Control Hub and assign them to phones, users, pilots, etc. as needed Configure dial plan on Dedicated Instance to route PSTN calls to Webex Calling while leveraging the trunks that was created as part DI service activation Provisioning flow to enable Cloud Connect for Dedicated Instance

79. PSTN Call routing Single Cloud Connected PSTN Provider Customer A Webex® Calling Dedicated Instance user when makes a PSTN call, UCM routes the call to Webex Calling mutli -tenant. If the call does not match any WxC destinations, call will be routed to the Cloud Connect provider Webex Calling Dedicated Instance endpoints Peering network Access Network

80. Call routing Multiple Cloud Connect providers Location 1 Location 2 Location 2 Loc 1 Loc 2 Loc 3 CC-A CC-B Multiple locations can use the same provider One (and only one) provider must be assigned to each location Access Network Peering network PSTN Provider A PSTN Provider B

81. Troubleshooting The Calling Number in the SIP INVITE from DI must match the E.164 number configured in the Webex® Calling Route List for the call to succeed Review the  Audio Specifications for Webex Calling  documentation for supported/preferred audio codec by Webex Calling. This must be considered for the design of Dedicated Instance for Cloud Connect calls.

82. Integrated Audio for Dedicated Instance

83. Integrated Audio for Webex Meetings Call in and call back Integrated Audio for Webex® Meetings enabled for Dedicated Instance Administrators can keep Webex Meetings audio traffic on-net, for users provisioned on Dedicated Instance who dial in or request a meetings call back Save on PSTN costs while reducing latency and increasing quality, with Webex Calling and Webex Meetings TCO Optimization Meetings Calling

84. Integrated Audio for Webex Meetings Call in and call back with i ntelligent IP audio routing Applicable to all Dedicated Instance customers Integrating Webex® Meetings with Dedicated Instance for Webex Calling Geo-country code configurable Supports Webex Meetings, Events, Training Or Internet Private Peering Customer A DI endpoints Webex Calling Dedicated Instance

85. Integrated Audio for Dedicated Instance Dial In Customer owned or Cisco number: Dial-in toll numbers Dial-in toll free numbers

86. Integrated Webex Edge Audio Call b ack Use call back to: Internal extension configured on UCM Country code (E.164 number)

87. Dial-in call flow From DI Endpoint – with Integrated Audio On-net SIP trunk To: [phone] From: [phone] Cisco Dial-in Numbers: [phone] [phone] [phone] [phone] … Meeting on Customer A’s Webex site Meeting dial-in from DI endpoints is routed via Private peering Customer A Webex Calling Dedicated Instance Private peering

88. On-net SIP trunk Cisco Dial-in Numbers: [phone] [phone] [phone] [phone] … Meeting on Customer A’s Webex site Webex Calling Dedicated Instance Callback uses DI provisioned and partner configured Meetings SRV Call back call flow To Dedicated Instance (DI) endpoint Customer A Private peering PSTN

89. Private peering On-net SIP trunk Cisco Dial-in Numbers: [phone] [phone] [phone] [phone] … Meeting on Customer A’s Webex site Webex Calling Dedicated Instance Callback uses DI provisioned and partner configured Meetings SRV If “Retry call using PSTN Audio” checked Call back via PSTN To customer endpoint via PSTN (backup) Customer A PSTN

90. Responsibilities for enabling Integrated Audio Customer/Partner responsibility Cisco responsibility DNS SRV configurations on DI SIP trunk/Route-group/Route-list configure pointing to the Webex® Meetings Configuration of DNS SRV records for callback on extension on Control Hub Update LUA script on the SIP Trunk configuration on UCM Configuration of Edge Audio call back numbers on Control Hub for call back by country or extension and Audio settings Configure appropriate Route-pattern to point to the preconfigured Route-list

91. Enhanced Survivability

92. Why Enhanced Survivability for Dedicated Instance? SRST Provides basic remote site survivability for telephony, but lacks access to all features and integrations during network outages Advanced Requirements Some vertical markets, like Healthcare, deem calling as mission critical and require comprehensive redundancy options Comprehensive Redundancy Enhanced Survivability for Dedicated Instance supports all call-flows, features & integrations with an on-prem node in case of a complete loss of cloud access

93. Deployed on-premises and connects to Dedicated Instance in the cloud Devices register to the enhanced survivability node when cloud services are unavailable All call control functions, and 3 rd -party integrations (SIP & CTI) are preserved in failover mode High density survivability - supports up to 7500 devices per node Maximum 8 enhanced survivability nodes per cluster Cloud managed from Control Hub Solution Overview Hardware requirements: Must meet UCM v14SU3(+) HW virtualization requirements Customer Site Access Network X Control Hub PSTN Webex Calling Dedicated Instance Endpoints Dedicated Instance Enhanced survivability node

94. Dedicated Instance Enhanced Survivability Node is always the 3rd node in the CallManager Group and is activated when access to the cloud is lost Database is replicated from Dedicated Instance in the cloud to the Enhanced Survivability Node(s) Enhanced Survivability Node can be deployed with a maximum RTT (round trip time) of 200ms from Dedicated Instance in the cloud Dedicated Instance must be designed and implemented to ensure third party integrations, PSTN and Dedicated Instance based services failover during an outage Enhanced Survivability is supported only over Partner Connect or Webex Edge Connect How it works

95. Procure, manage and monitor the hardware for Enhanced Survivability Node Update firewall ports to enable the Dedicated Instance Enhanced Survivability feature Maintain the recommended VMware ESXi version (as defined in the UCM virtualization requirements) VMware Licenses Deploy Enhanced Survivability Node on-premises and execute the wizard from Control Hub to add it to the Dedicated Instance cluster in the cloud Design & implement Dedicated Instance to ensure successful failover of services during an outage Manually upgrade Enhanced Survivability Nodes in co-ordination with the Dedicated Instance cluster upgrade Partner/Customer Responsibility

96. Key Features Feature Comments Call Control Features Supported Extension calling Supported PSTN Calling Inbound/Outbound Using Local Break Out Gateway (LBO) E911 Call Handling Calls can be routed to ERC or PSAP User Facing Feature Changes Supported, but changes do not replicate back to the Dedicated Instance cluster 3 rd -party integrations (SIP & CTI) Supported

97. Supported Endpoints

98. Enhanced Survivability is ordered per Dedicated Instance region Enhanced Survivability is not required for every Dedicated Instance region Once a region is entitled for Enhanced Survivability, customer can deploy up to 8 Enhanced Survivability Nodes per Dedicated Instance cluster in that region at no additional subscription costs SKU: A-FLEX-DI-ESV List Price = $2400 per region/month How to order

99. Onboarding Experience Post Customer Prem Equipment Setup

100. Control Hub View Control Hub View Add Survivability Node Monitor Survivability Node Status Ver: 14.5 Ver: 14.5

101. Soft-clients and Devices

102. Webex Calling - App options OR Webex App Cisco Jabber® Cisco Jabber Business-class voice and video- Secure, reliable communications with features including HD voice and video, plus desktop sharing Enterprise grade calling, full Webex® meetings experience, modern messaging capabilities, customizable app experience Webex App

103. Webex Calling - Calling in Webex App Native registration for a dedicated instance (Unified CM) or a multi-tenant deployment High-quality, enterprise-rich calling features with integrated devices, headsets, meetings, and Webex® messaging  Support soft phone and desk phone/room device control Desktop and mobile app

104. Device Portfolio for Dedicated Instance Mobile frontline IP wireless phones 8821 Webex Wireless Phone Meeting spaces Content share and conference Video-first kits Immersive boardroom Video-first integrated systems Team collaboration and co-creation Office navigation and in-room control Webex Board Series Webex Room Kit Series Webex Room Series Webex Room Phone Webex Room Panorama Series Webex Room Navigator At your desk Desk phones Headsets Personal desktop collaboration USB camera All-in-one premium collaboration and co-creation 78/80xx Series 700 Series 500 Series Webex Desk Hub Webex Desk Camera Webex Desk Pro Webex Desk Note : Dedicated Instance supports the same endpoints as Unified CM, including the 7960 phones

105. 1 - Request activation code 2 - Unbox and power u p 3 - Enter activation code 4 - Ready to go 1183166411607061 User or enterprise/site administrator process Activation c ode onboarding – Dedicated Instance

106. Contact Center

107. 107 Dedicated Instance call control option Contact Center Express Contact Center Express Small deployments up to 400 agents Easy to deploy, easy to manage Sophisticated and distributed automatic call distributor (ACD) Computer telephony integration (CTI) Agent and desktop services Voice gateway (IVR, media path & PSTN connection) Desk phone and Jabber® (agent/supervisor voice calls) Add-ons for call recording, WFM and third-party apps Cloud Dedicated Instance for Webex® Calling options available for deploying UCCX on cloud: IaaS (preferred): Partner uses the Cisco IaaS infrastructure to build/maintain UCCX for the customer Partner Hosted: Partner deploys UCCX in their infrastructure and should comply with the RTT delay (60 ms ) requirement Partner/Customer responsibility to build, license and create the trunks required to integrate with UCCX

108. 108 Dedicated Instance call control option On-premises contact center Contact Center Enterprise Deployments up to 24K multi-channel agents Web chat, email and callback Social media monitoring Rich VRU and routing scripting Interactive voice and video response unit Voice and video recording and streaming Agent selection and queuing Web-based agent and supervisor desktops Comprehensive reporting *Can be partner or customer hosted if latency is less than 60ms round trip delay On-premises On-premises Customers can deploy an on-premises contact center , with a local UCM, and create an Inter cluster trunk to Dedicated Instance Partner hosted option is not available

109. 109 Dedicated Instance call control option Webex CCE cloud-based contact center Webex Contact Center Enterprise Large deployments up to 24K agents Precision queue routing Progressive/Preview/ Predictive outbound Advanced CRM connectors Advanced speech-enabled IVR API support for third party integrations Enterprise grade security and SSO Market-leading feature set Call recording and monitoring Workforce optimization All-in-one omnichannel (voice, email, chat) Outbound campaign management *Can be partner or customer hosted if latency is less than 60ms round trip delay Cloud Cloud In this scenario, Webex® Contact Center Enterprise will have its own dedicated UCM cluster on the Webex CCE cloud , which will be used for contact center calls Partner/Customer to provide SIP trunk to Dedicated Instance Any infrastructure required to integrate Webex Contact Center Enterprise and Dedicated Instance will be partner’s/customer’s responsibility

110. 110 Webex Calling multi-tenant call control option Webex CC cloud-based contact center Webex® Contact Center Low complexity deployments up to 500 agents Agents call control from Webex multi-tenant Skills-based routing Progressive/ Preview outbound  Basic CRM connectors Basic speech-enabled IVR Basic reporting Enterprise-grade security Easy to deploy, easy to manage Call recording and monitoring Workforce optimization All-in-one omnichannel (voice*, email, chat) Outbound campaign management Cloud WxCC can be integrated with Dedicated Instance with the following deployment models. Option 1: Agent’s phone on Webex Calling Multi-tenant The call control for the agent’s phones is configured in the multi-tenant calling platform. Whereas the back-office user’s phones are configured in Dedicated Instance. Option 2: Agent’s phone on Webex Calling Dedicated Instance The call control for the agent’s phone is configured in Dedicated Instance and the PSTN options in this deployment can be either a Local Gateway in Dedicated Instance or Cloud Connect PSTN (CCP) in multi-tenant. The Webex Contact Center entry point numbers and PSTN numbers need to be configured in Control Hub.

111. Integrations

112. Solution partner integrations via API’s All the same Unified CM custom-developed 3 rd -party integrations continue to work with Dedicated Instance. Integrations can remain on-premises, or can be hosted by a customer’s partner, or they can be hosted by Cisco’s IaaS. Integrations 112 Attendant consoles CRM middleware Contact centers Billing solutions Call recording Provisioning solutions Enhanced messaging Alerting and notifications Webex Calling Dedicated Instance Cisco® Ecosystem Exchange

113. Dedicated Instance – Call recording solutions Click here for Webex Calling - Dedicated Instance Call Recording Solution Partners   Cisco solution partners provide either multi-tenant or per-tenant call recording applications for Dedicated Instance to increase user productivity and address safety and compliance requirements. Enterprise Y Enterprise X Call recording Solution Partner Solution Partner PSTN Webex Calling Dedicated Instance

114. Dedicated Instance - Enhanced messaging solutions Enterprise Y Enterprise X IM/SMS IM chat Fax Fax SMS chat Fax Voicemail transcription Webex Calling – Dedicated Instance partners offer a variety of enhanced messaging solutions to increase user productivity, transcribe voice messages, archive secure message content for compliance with regulations, and expedite enterprise-wide migration of legacy solutions to the cloud. Solution Partner PSTN Webex Calling Dedicated Instance Click here for Webex Calling - Dedicated Instance Enhanced Messaging Solution Partners  

115. Dedicated Instance – Attendant console applications Console server JTAPI signaling Attendant application Enterprise X Enterprises served by Webex Calling – Dedicated Instance can use powerful, integrated attendant operator console applications from Cisco Solution Partners to enhance user effectiveness. Console applications integrate call control workflow and call handling features with enterprise directories, presence status, and messaging, to ensure inbound calls are managed optimally. Solution Partner PSTN Webex Calling Dedicated Instance Leading Webex Calling - Dedicated Instance Attendant Console Solution Partners

116. Dedicated Instance – Workflow integrations Strategic partners Calling integrations AI integrations Messaging integrations Meetings integrations Management integrations Device integrations

117. Infrastructure as a Service (IaaS)

118. Convenience Continue to use your current applications. Use existing connectivity. Performance Meet latency requirements of applications and Dedicated Cloud ROI No need to purchase or maintain hardware - application management only Flexibility Move some or all of your applications to IaaS for Dedicated Instance, or move to third party application SaaS Easy to consume commercial model Order on CCW, pay monthly Benefits of IaaS Simplify your collaboration

119. Dedicated Instance IaaS *Ordered in compute blocks: Qty 1: 1vCPU, 4GB RAM, 125GB storage Qty 2: 2vCPU, 8GB RAM, 250GB Storage Cisco builds-out VM for partner and connects to customer network vCPU will not be oversubscribed Supports VM failover Cisco reserves the right to vulnerability scan all applications and disconnect without warning and disable any application puts the service at risk. *Available only for applications that interact with Dedicated Instance Dedicated Instance Data Center Cisco optional Compute Cisco optional Compute IaaS Service Description

120. Cisco responsibility Partner responsibility Install, configure, and maintain HW and virtualization Support VM failover Provide OS and SW application with licenses Configuration and management Ongoing maintenance of OS and SW application compatibility and security 120 Dedicated Instance IaaS Additional details will be provided in the “Service Description For Infrastructure as a Services For Dedicated Instance Applications” (document to be published).

121. Webex Calling Resources

122. Resources 1/2 Webex Calling TDM for Multi-tenant Detail: https://salesconnect.cisco.com/#/content-detail/9839b0eb-40ee-4940-89ab-41aa56bb659a Unified CM TDM for Dedicated Instance Detail: https://salesconnect.cisco.com/#/content-detail/3793284b-e711-456b-923c-4880143b8f56 Webex Calling Help: https://help.webex.com Webex Calling BDM: https://salesconnect.cisco.com/open.html?c=bab70159-3b1b-4ff6-82ab-d8a7cbc336bb Webex Calling data sheet: https://www.cisco.com/c/en/us/products/collateral/unified-communications/webex-calling/datasheet-c78-742056.html#DedicatedInstance

123. Resources 2/2 Dedicated Instance FAQ: https://salesconnect.cisco.com/#/program/PAGE-13367 Cloud Connected PSTN for Dedicated Instance: https://help.webex.com/en-us/article/nw3ygtq/Cloud-Connected-PSTN Cloud Calling migration resources: https://www.cisco.com/c/en/us/td/docs/solutions/PA/mcp/MCPdocs.html Webex SLA: https://lglmap.cloudapps.cisco.com/legal/lglmap/templateKiosk.do?tempalateId=1854 Nomadic E911: https://www.cisco.com/c/dam/en/us/products/se/2022/10/Collateral/nomadic-e911-faq.pdf

124. Terminology- To be used for reference Webex Calling - Dedicated Instance -  ‘Dedicated Instance’ is a Webex Calling add-on. It is essentially a list of UC Applications and its clusters deployed for a customer. It consists of the following applications: Cisco Unified Communications Manager (Cisco UCM), Cisco Unified IM & Presence (IM&P), Cisco Unified Unity Connection ( CUCxn ), Cisco Expressway (EXP) and Cisco Emergency Responder (CER)  UC Cluster - UC Applications are deployed in clusters across 2 data centers within a region for geo-redundancy Region - Geographical Region (AMER, EMEA, APJC) KW - Knowledge Worker PW - Provisioning Wizard MRR – Monthly Recurring revenue

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