Introduction

In this chapter we will take a comprehensive look at CallManager call processing and how it works. We will cover how to configure components of call processing and discuss some of the special features it has to offer.

In discussing the development of CallManager, from its original release to the current version 3.05 (at the time of this writing), we will cover CallManager 2.4 and 3.x in detail. It is important that you know how to configure such features as the Bulk Administration Tool (BAT) and how to use the Cisco SC2200 to add the Signaling System #7 (SS7) feature set to utilize CallManager in your network environment.

In introducing you to Cisco s newest Unified Messaging component, Active Voice s Unity, we will also discuss Unity s basic features including ViewMail and ActiveFax.

Another product, Internet Communications Software (ICS), includes helpful features such as Automatic Call Distribution (ACD), Cisco IP Contact Solutions, Intelligent Contact Management (ICM), Customer Interaction Suite, and Network Application Manager (NAM).

In addition, we cover the AVVID video components, which are IP video conferencing (IP/VC) and CDN Content Delivery Services (CDN). IP/TV is currently being incorporated into the CDN and is discussed only briefly in this chapter. Also, you may find the most current information at Cisco s IP/TV Website at the following URL: www.cisco.com/warp/public/cc/pd/mxsv/iptv3400/index.shtml.

WebAttendent is Cisco s Web-enabled replacement of the hardware-based line monitoring devices used by PBXs. We will talk about WebAttendent s features and how it improves the ability to monitor your devices in any network setting.