Shoretel, CISCO, IP, VOIP, Telephony

1. WHITE PAPER
Deploying Mobile Unified
Communications for Cisco

2. Table of Contents
1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
2. What are the drivers for deploying Mobile Unified Communications? . . . . . . . . . . . 3
3. What factors influence which Mobility system to deploy . . . . . . . . . . . . . . . . . . . . . 5
4. Cisco Mobility overview - What does Cisco offer for Unified Communications? . . 5
5. ShoreTel Mobility - An alternate approach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
6. Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Figure 1: ShoreTel Mobility integrates leading mobile devices with enterprise
communications applications and infrastructure. . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Deploying Mobile Unified Communications for Cisco PAGE 2

3. 1. Introduction
Smartphones and tablets are everywhere and many enterprises are considering
deploying Unified Communications for their mobile devices. When integrated with the
corporate environment, mobile unified communications provides many features and
capabilities for mobile devices.
2. What are the drivers for deploying Mobile Unified Communications?
There are several factors that can drive the decision to deploy Mobile Unified
Communications. Some of these drivers help determine the need for a mobility solution
and others drive the decision of which system to deploy.
• educe mobile costs – Lower costs for cellular voice plans (excessive voice minutes),
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international calls, and international roaming.
• ncrease productivity – Improve accessibility and responsiveness by extending voice
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services to the mobile workforce.
• everage investment in communications infrastructure – Deploy Unified
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Communications applications to mobile devices. Improve in-building coverage by
utilizing internal WLAN for enterprise voice network.
• upport for BYOD – Enable employees to use their familiar personal mobile device
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(“Bring You Own Device”). Provide support for many devices, including Android,
BlackBerry, iOS devices (iPhone, iPad, iPod Touch), and Nokia.
Some of these drivers can justify deploying Mobile Unified Communications on their
own. The following section describes how Mobile UC benefits are realized for these
drivers.
Reduce mobile costs
For many companies, mobile phone costs are the primary reason for deploying a Mobility
solution. These costs are somewhat unpredictable and vary with travel and business
activity. End users are not always willing or able to use the “least cost method” of placing
phone calls on mobile phones.
Most mobile phone service plans have a fixed number of minutes per month or are part
of a “pooled” plan with multiple devices. The total amount of “minutes per month” must
be managed and ideally adjusted as calling trends vary. This is not always possible or
feasible due to fees for changing rate plans or resources required to monitor monthly
usage.
International calling is one of the most expensive, and often the most abused, form of
mobile phone calls. Users should be able to place any call without worrying about the
cost. A Mobility system, leveraging the enterprise voice network, can eliminate high
mobile international calling costs.
Deploying Mobile Unified Communications for Cisco PAGE 3

4. International “roaming” costs are high and quickly add up. A Mobility system which
utilizes VoIP over Wi-Fi or 3G/4G cellular data will eliminate these charges. For additional
savings when a data network is unavailable, it can use local “in country” access numbers,
rather than relying on roaming, to dramatically reduce international calling costs.
Without a Mobility system, mobile costs can get out of control quickly and there are few
ways to monitor when these conditions arise. Mobility systems can substantially reduce
mobile costs in several areas.
Increase productivity
Many individuals have several contact phone numbers (corporate desk phone, mobile
phone, home phone etc.) making it difficult for a caller to reach them. Some PBX systems
can ring multiple internal devices, but most can only forward to one external location at a
time (and when that happens the PBX loses control of the call). This is not very flexible.
Also if a call is forwarded to a mobile phone and is unanswered, that call will go to the
mobile phone’s voicemail (not the corporate voicemail system). In this case, the user has
multiple voicemail systems to manage.
Mobility systems make it easier to reach fellow co-workers by allowing mobile users
to dial internal extensions (rather than the full corporate number). The proper internal
extension and name is also displayed by the PBX, rather than the mobile phone number.
With a Mobility system, a mobile user advertises one unique contact phone number (the
corporate phone number), the system handles calling all phone devices, all unanswered
calls go to the corporate voicemail system, and the mobile user has flexible dialing
options. This simplifies contact and provides a more responsive and accessible mobile
workforce.
Mobile Presence also increases productivity. Employees can look at their contacts and
determine who is available or where they are located before phoning, thereby making
communications more efficient.
Leverage investment in communications infrastructure
Many companies have made large investments in deploying Unified Communications to
regular “desktop” systems. Additionally, campus-wide WLAN infrastructure has been
provided for laptop users. It would be beneficial if these investments could be extended
and leveraged for other uses, such as for mobile users.
Mobility systems can help extend those UC applications to mobile users by providing
integration to the corporate voice network for phone calls, integrated and unified
voicemail, access to Presence information, Instant Messaging, etc.
Mobility systems utilize the internal WLAN to provide VoIP over Wi-Fi. This improves
the in-building signal coverage for mobile users and allows a more effective and better
quality use of the mobile device when inside a campus environment.
Deploying Mobile Unified Communications for Cisco PAGE 4

5. Support for BYOD
Corporate I.T. is being driven to support personal “Bring You Own Device”. It’s not
desirable to support only a limited number of mobile devices that were “certified” or
which client software only works on some units. Users are demanding to bring their own
devices into the corporate environment and use them effectively.
A robust Mobility solution should support a wide variety of devices (Android, BlackBerry,
iPhone, iPad, iPod Touch, Nokia, etc.). The Mobility solution should be flexible to support
future devices as they become available. The Mobility solution should be “device agnostic”.
Additionally, the Mobility system should work consistently with all types and
manufacturer’s devices. The same client software should operate and be managed as a
single application. Client software should be easy to use and should utilize the mobile
devices familiar interface.
3. What factors influence which Mobility system to deploy?
While determining which Mobility solution to deploy, consider the following factors. Most
solutions cannot deliver on all these factors. They capitalize on one or two areas but are
fall short in other areas.
• ives the best Return on Investment (ROI).
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• Ensures robust security.
• rovides the best user experience for end users (increasing productivity).
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• elivers support for a wide variety of smartphones.
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• implifies deployment and daily system administration.
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4. isco Mobility overview – What does Cisco offer for Unified
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Communications?
Cisco Systems provides several Unified Communications (UC) solutions, including the
Cisco Unified Communications Manager (CUCM) IP Telephony system. It is a very “desk
phone centric” solution. Some vendors have been able to develop applications and tools
for desk phone control and integration with other Cisco ancillary systems.
Cisco is still relatively new in Mobile Unified Communications. Some applications are
available, but are somewhat limited in their functionality. The CUCM system has a few
“out of the box” applications that can be used for Mobility.
• UCM call forwarding – basic PBX style forwarding to a secondary device.
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• isco Unity voicemail Call Handler – basic Interactive Voice Response (IVR) menu
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system with some transfer and announcement features.
• isco IP Communicator – software application which provides “desk phone”
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capabilities on a PC system.
Deploying Mobile Unified Communications for Cisco PAGE 5

6. • isco Mobile 8 – SIP based mobile application for iOS (iPhone, iPad, etc.), requiring a
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Wi-Fi connection.
• isco Jabber for Android – SIP based mobile application for Android, requiring a Wi-Fi
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connection.
• okia Call Connect for Cisco – mobile application for Nokia Symbian-based
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smartphones which provides cellular and VoIP over WLAN calling.
• isco Unified Mobile Communicator / Cisco Unified Mobility Advantage – end of sale
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mobile application system.
• lackBerry MVS (Research In Motion’s BlackBerry Mobile Voice System) – mobility
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application for BlackBerry phones only.
As you can see, Cisco offers a complex mix of solutions with several limitations. Not only
does it burden I.T. with having to deploy and manage a separate solution for each mobile
device platform, but also becomes an unviable option in an environment of mixed PBXs
since its mobility solutions work only with a Cisco PBX system.
A detailed description of each of these products follows. When reviewing these systems
as a solution for Unified Communications, consider if they truly address your Mobility
needs and would provide a complete solution.
The Cisco Unified Communications Manager (CUCM) supports a flexible call routing
scheme which can be utilized for forwarding calls to off-premises or to external ancillary
systems. Incoming calls typically will ring a desk phone and after some period of time
(set by the administrator) the call can be routed to an alternate location. At this point call
control is typically lost as the CUCM does not control devices that are not “registered”
(directly configured and administered) to the CUCM. Think of this method as simple desk
phone forwarding for unanswered calls.
The Cisco Unity voicemail system has a built-in call control feature called “Call Handlers”.
These are individually programmable procedures which can play a menu to a caller,
accept caller key press input and direct calls. Call Handlers are not as full featured as a
full ACD/IVR (Automated Call Director / Interactive Voice Response) system that might
be found in a Call Center environment, but they can be quite complex and offer some
flexibility for mobility call routing. Cisco does not provide any pre-configured or “built-in”
Call Handlers for specific Mobility routing; all Call Handler procedures need to be custom
created by the customer or integrator.
The Cisco IP Communicator provides a software based telephone application (“soft
phone”) which runs on a Windows system. This is a typical application which allows a user
to place and receive phone calls via their computer similar to using a regular desk phone.
Almost all desk phone functions are replicated in the IP Communicator. A headset and
microphone is required (either built in to the PC system or via an externally connected
or USB style headset). Cisco promotes the IP Communicator as a Mobility tool as it can
be used away from the user’s desk and is available anytime the user is connected to
the corporate LAN (either directly or via VPN). The IP Communicator performs quite
Deploying Mobile Unified Communications for Cisco PAGE 6

7. well when connected to the corporate LAN (where QoS can be guaranteed). However
quality and performance can degrade significantly when using external networks (hotels,
residence based broadband, etc.) and especially over Wi-Fi (airports, coffee shops, etc.)
where QoS is not provided.
Cisco Mobile 8 is a SIP based application for the iPhone only. This is the closest to a true
Mobility application. Cisco Mobile 8 provides integration to the Cisco Call Manager voice
network and allows the user to place and receive calls over an integrated Wi-Fi network.
Internal extension and external calling, access to voicemail, conference, transfer, hold,
park and transfer to/from the desk phone is available. Contacts are available based on
the directory integration with the Call Manager.
A Wi-Fi connection is required in order to use Cisco Mobile 8. Authentication is
automatic when using the internal corporate WLAN. When connected to an external
WLAN, a VPN connection must be established first.
Cisco Mobile 8 can transfer a Wi-Fi call in progress to the cellular network (“hand-out”),
Mobile 8 cannot transfer a cellular call to Wi-Fi (“hand-in”).
Cisco Mobile 8 does have the ability to send calls over the cellular 3G data network. By
default this feature is disabled. Cisco recommends using this feature with care as data
throughput over 3G is not always reliable.
The Cisco Mobile 8 application cannot itself place a regular cellular call. If the user
attempts to place a call when not connected to Wi-Fi, an error message is displayed and
the user must place the call with the device’s native dialer application.
Cisco Jabber for Android is an Android application that allows the user to place and
receive calls using the internal corporate WLAN. Cisco Jabber for Android supports
transfer, conference, hold, and resume. Calls can be handed off to the mobile provider’s
network from Wi-Fi coverage. Calls in progress can be transferred between the Android
device and a Cisco Unified IP Phone.
A connection to the Enterprise network using Wi-Fi is required to use Cisco Jabber.
When not connected to the internal Wi-Fi directly, a VPN connection is required from the
device to register the application. VPN must be configured before using Cisco Jabber.
Cisco Jabber is supported on several devices running Android 2.2+. Not all devices are
supported.
Cisco Unified Mobile Communicator and Cisco Unified Mobility Advantage have been
announced as “end of sale” and will not be available after March 2012.
BlackBerry MVS (BlackBerry Mobile Voice System) is the mobile application developed
by RIM (Research In Motion) for BlackBerry phones. It has many features including Voice
over Wi-Fi, transfer to desk phone and integration with the corporate voicemail system. It
does have a limited Wi-Fi to cellular handover, but this transfer can only happen once per
call.
Deploying Mobile Unified Communications for Cisco PAGE 7

8. The biggest drawback is that MVS can only be used with BlackBerry devices. MVS
requires integration with the BlackBerry Enterprise Server (BES).
5. ShoreTel Mobility – An alternate approach
ShoreTel Mobility is a comprehensive Mobile UC solution that integrates with an
organization’s existing enterprise communication applications and infrastructure, and
extends PBX/UC capabilities to leading smartphones and tablets. It not only integrates
with a Cisco PBX/UC system, but also other leading systems such as Avaya, Nortel,
Microsoft and ShoreTel. ShoreTel Mobility works even if your infrastructure includes
multiple PBX vendors (such as with multiple sites/campuses or from acquisitions).
ShoreTel Mobility has two components: the Mobility Router and the RoamAnywhere
Client.
The Mobility Router integrates with the enterprise PBX and UC systems and extends
capabilities to mobile devices via the RoamAnywhere Client.
The RoamAnywhere Client is natively integrated with the mobile device and gives users
access to features and capabilities such as extension dialing, hold, transfer, presence etc.
It also gives users the freedom to connect from any location (office, home, hotspot) and
over any network (Wi-Fi, 3G/4G, cellular).
Wi-Fi Access from:
• Home networks Internet
• Hotel Wi-Fi
• Hotspots
Ext. 1010 DMZ
ShoreTel Secure Remote Voice
SSL/AES-256 encrypted
ShoreTel
SIP Trunk SIP Trunk Mobility
Cisco UCM Router
Cisco router
PSTN SIP Line
Mobility
Router
4000
Corporate
SIP Line Wi-Fi
“Dial via Office” Connection Connected
cell call Phones
Ext. 1000 Ext. 1010 Ext. 1000
Figure1: ShoreTel Mobility integrates leading mobile devices with
enterprise communications applications and infrastructure.
ShoreTel Mobility is an award-winning solution that differentiates itself from the Cisco
solutions in several ways.
Deploying Mobile Unified Communications for Cisco PAGE 8

9. One solution for mobility. One solution to manage. One solution to deploy.
ShoreTel Mobility is a single solution that simultaneously supports a broad range
PBX/UC systems and mobile devices (Android, iOS, BlackBerry OS, Symbian/Nokia.)
Unlike with Cisco, there is only one application to deploy and manage simplifying
administration for IT.
• he Mobility Router is easy and uncomplicated to deploy. The ShoreTel Mobility Router
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is a self-contained appliance and is easily configured via a web interface.
• nlike Cisco which requires the administrator to perform software updates and
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configuration from multiple servers to deploy the settings and updates to each
smartphone platform type, with ShoreTel Mobility’s central client management portal
bulk configuration and software updates can be made with a single click across all
devices, eliminating the need for manual upgrades and end user intervention.
• nlike Cisco which requires a separate application for each service, ShoreTel delivers
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all enterprise communication services (voice, presence, IM, security, etc.) within a
single unified application. For example, Cisco requires two clients on both iPhone
and BlackBerry platforms with one app to support cellular calling and Presence while
another app supports Wi-Fi calling.
• horeTel Mobility has an integrated and voice-optimized SSL VPN which secures voice
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communications between the RoamAnywhere client and the Mobility Router.
Once fully configured the system itself rarely requires configuration modification or
maintenance. System updates are applied and installed via the same interface and only
take minutes to complete. Client updates are delivered over the air.
The ShoreTel Mobility system is the easiest to use for end users. The client application
integrates with the native telephone application. Users dial and receive calls from a
familiar looking keypad and “in call” features and options are readily available through
on screen buttons and menu selections.
The ShoreTel Mobility system is the most cost effective on a daily basis (recurring
licensing, maintenance, etc.). Mobile cost reduction is accomplished by reduced or
eliminated international roaming and long distance costs, eliminated overage charges
and the overall cost of mobile devices is reduced by eliminating unneeded mobile
phones and licensing. Additionally, many users find the advantage of giving up their
corporate desk phone and using their mobile device exclusively (thus reducing the
expensive cost of desk phones).
Deploying Mobile Unified Communications for Cisco PAGE 9

10. ShoreTel Mobility also reduces telecom costs by offering:
• Reverse Dial”1 - The ability to have the mobile phone call the enterprise PBX to receive
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inbound cellular calls. This will save costs in areas where outbound cellular calls are free
or less expensive than outbound “land line” or trunk calls.
• ountry based access numbers2 – for outbound calls when not on Wi-Fi, the mobile
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phone must contact the Mobility system. When the user is international, this can result
in international roaming and international call charges. When a local “in-country”
access number is provided (by the enterprise voice network), ShoreTel Mobility can
utilize the local number, avoiding the international call.
1 “Reverse Dial” is available on BlackBerry, iPhone and Nokia.
2 Country based access numbers are available on BlackBerry and Nokia.
The ShoreTel Mobility system provides increased productivity as users are easier to reach
and are more responsive. A unified voicemail capability eliminates the need to check and
manage multiple disparate voicemail systems; all voicemail is delivered to the common
corporate voicemail system.
The ShoreTel Mobility system provides better mobile reliability by leveraging the low cost
in-building Wi-Fi network. All calls to mobile devices use the corporate voice network
(which is typically much lower in cost per call) and thereby reduces the need for mobile
plans with extensive number of minutes.
The ShoreTel Mobility system provides the best mobile UC security solution. With
ShoreTel Mobility’s use of AES-256 encryption, IT administrators can be assured that
their mobile voice communications are secure. Robust security is insured with strong
device-level and user-level authentication, including digital certificate use, and automatic
initiation of application-layer SSL VPN when users are outside the enterprise firewall.
Additionally, security for ShoreTel Mobility is an integrated product. Cisco Mobile 8 and
Cisco Jabber requires both Cisco ASA for SSL VPN and Cisco IPSec. VPN is required for
the other Cisco applications. Also, IPSec is less efficient for VoIP traffic due to larger per-
packet overhead.
Deploying Mobile Unified Communications for Cisco PAGE 10

11. The ShoreTel Mobility system and the RoamAnywhere Client deliver the richest set of
features for end users including:
• Internal extension dialing
• Transfer, Hold, Enterprise Conference, Do Not Disturb
• Transfer/retrieve from desk
• Simultaneous ring
• Single voicemail
• Business dial (dial via corporate voice network)
• Personal dial (dial via native cellular network)
• Presence1
• VoIP over Wi-Fi2, VoIP over 3G/4G3
• Automatic handover (to/from Wi-Fi/Cellular)
• Corporate directory access
• Built-in SSL VPN
1 Presence is available on BlackBerry, Apple iOS and Nokia.
2 VoIP over Wi-Fi is available for all devices except CDMA BlackBerry.
3 VoIP over 3G/4G is available on BlackBerry and Apple iOS.
ShoreTel Mobility offers a robust and complete product which addresses the key drivers
for deploying a Mobile Unified Communications solution. ShoreTel Mobility is an industry
leader with proven reliability and cost effectiveness.
Deploying Mobile Unified Communications for Cisco PAGE 11

12. 6. Summary
To determine your requirements for deploying a Mobile Unified Communications
solution, consider what drivers are the most important (see “What are the drivers for
deploying Mobile Unified Communications?” above). Often cost or cost control may be
the dominate requirement, but you may discover that increasing employee accessibility
and productivity may help drive to a more robust solution.
Consider which Mobility solution best address the factors you have identified (see “What
factors influence which Mobility system to deploy?” above). Mobility is evolving and
products appear and disappear regularly. Determine which product best answers your
business requirements and also will be a long term and stable solution.
ShoreTel Mobility enables businesses of all sizes to integrate leading smartphones and
tablets (Android, iOS, BlackBerry) with existing enterprise communication applications
and infrastructure (Cisco, Avaya, ShoreTel, Microsoft) securely, simply and cost effectively.
The RoamAnywhere Client extends Unified Communications applications including
voice, location-aware presence and instant messaging to mobile devices securely.
About ShoreTel
ShoreTel is the provider of brilliantly simple Unified Communication (UC) solutions based on its
award-winning IP business phone system. We offer organizations of all sizes integrated, voice,
video, data, and mobile communications on an open, distributed IP architecture that helps
significantly reduce the complexity and costs typically associated with other solutions. The
feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest
customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and
use. Increasingly, companies around the world are finding a competitive edge by replacing
business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business
communication. ShoreTel is based in Sunnyvale, California, and has regional offices and partners
worldwide. For more information, visit shoretel.com.
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are the property of their respective owners. Specifications are subject to change without notice. Part #850-1337-01/12.11