Cisco Unified Communications Services Ordering Guide

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.Ordering GuideCisco Unified Communications Services Ordering GuideOctober 2009For more information about Cisco Unified Communications Services, visit www.cisco.com/go/ucservices or contactyour local Cisco account representative or local authorized Cisco partner.For more information about Cisco Unified Communications products, .html.ContentsIntroduction. 2Services Mapping . 2Service Available . 2Cisco Unified Communications Software Subscription (UCSS) . 2Which Products Have Services. 3How Products are Mapped to Services. 3Service Types . 5How to Order Services . 9Finding Services and Pricing . 9Pricing Tool. 9Ordering and Quoting Tools. 11Dynamic Configuration Tool. 11Multiline Configuration Tool (MLC) . 13Ordering Tool. 14Cisco Service Contract Center. 16 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 1 of 17

Ordering GuideIntroductionThis ordering guide explains how to order Cisco Services for Unified Communications products: Find the appropriate service for a particular product Helps you with pricing, quoting, and ordering servicesServices MappingService AvailableTable 1 lists services available for Cisco Unified Communications products.Table 1.Services Available for Cisco Unified Communications ProductsServiceDescriptionCisco SMARTnet Rapid problem resolution with around-the-clock, global access to the Cisco TAC Registered Cisco.com: Access to industry-leading online support Next-business-day advance hardware replacement (additional replacement options. onsite options alsoavailable) Proactive Smart Call Home capability alerts customer and Cisco TAC to potential problems before theyoccurCisco Unified CommunicationsEssential Operate Service (ESW)(Software support) Rapid problem resolution with around-the-clock, global access to the Cisco TAC Registered Cisco.com: Access to industry-leading online support Cisco TAC case collection, software bug toolkit, and product alert tool Application maintenance and access to software updatesCisco Unified CommunicationsEssential Operate Service (ESW)(software and hardware support for theUnified Business Edition) Integrated software and hardware support with advanced hardware replacement and onsite options Rapid problem resolution with around-the-clock, global access to the Cisco TAC Registered Cisco.com: Access to industry-leading online support Cisco TAC case collection, software bug toolkit, and product alert tool Application maintenance and access to software updatesCisco Unified Communications Software Subscription (UCSS)Cisco offers a comprehensive and smart way to maximize your investment in Cisco Unified Communications byoffering software subscriptions, service, and support. The combination of Cisco Unified Communications SoftwareSubscription and Cisco Unified Communications Essential Operate Service allows you to get the latest major, minor,and maintenance updates for Cisco software releases, as well as giving you access to online tools and resources thatcan help you solve problems quickly. Cisco Unified Communications Software Subscription increases business valueby providing an economical and timely approach to upgrading to new Cisco technology, thereby optimizing return oninvestment (ROI) and reducing total cost of ownership (TCO) for Cisco Unified Communications solutions. During theCisco Unified Communications Software Subscription term, which can be 1, 2, 3, or 5 years, you can order majorrelease software upgrades at no additional charge. Minor and maintenance release updates are a part of CiscoUnified Communications Essential Operate Service.For more information about Unified Communications Software Subscription, including the latest ordering guide, pc/integrated-solutions/Unified Communications Software Subscription.htmlFor specific questions on ordering Unified Communications Software Subscription, contactucss-support@external.cisco.com. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 2 of 17

Ordering GuideWhich Products Have ServicesGeneral OverviewServices are typically available for stand-alone hardware, application software (not included with Cisco IOS Software), user licenses, and bundles. Hardware standalone has Cisco SMARTnet. Software applications have CiscoUnified Communications Essential Operate Service (ESW), and bundles such as Unified Communications BusinessEdition have the integrated hardware and software support (ECD).How Products Are Mapped to ServicesCisco UnityServices for Cisco Unity and Cisco Unity Connection are associated to the mailbox users and the Cisco fax servers.Here are some examples:Example 1: Cisco Unity (Cisco Unity Voicemail, Unified Messaging, and Cisco Unity Connection)Services are attached on user licensees only.Examples of SKUs where services are mapped:UNITYCN2-200USR (200 users)UNITYCN2-25USR-K9 (25 users)UNITYU5-50USR-E (50 users)Examples of SKUs that will not have services D-LANGUNITY5.X-SL-32Example 2: Cisco Unity CFS Fax is mapped to Essential Operate Services (ESW)Examples of SKUs where services are mapped:CFS-SR140-24CHANCisco Unified Contact Center ExpressServices are mapped only to SKUs that represent agents or users. Unified Contact Center Express has multiple kindsof users:A) Agents/Seats: Standard, Enhanced, PremiumB) Interaction Manager Users: Advanced and BasicC) Manager Users: Workforce and QualityServices are mapped to those SKUs that represent one of these agents. No services are mapped to server licensesand other products that do not represent a user or agent. Support for the entire UCCX configuration is covered underthe service mapped to the users or agents.Examples of SKUs where services are mapped:CCX-7815I-50S CCX 5.0 STD 7815 IBM Server SW,OS 10 SeatsCCX-50PRE-SEAT1 CCX 5.0 PRE Seat Qty 1 (agent or supervisor)CCX-50ENH-SEAT25 CCX 5.0 ENH Seat Qty 25 (agent or supervisor) 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 3 of 17

Ordering GuideExamples of SKUs that will not have services mapped:CCXIVR-50DB1PS1CCX or IVR 5.0 MS SQL 2K Server 1 Processor SoftwareCCX-7815I-50-HASCCX 5.0 7815 IBM HA Active,Standby SW,2 OS,2 SQL2KCCX-7815I-50E-HAS CCX 5.0 ENH 7815 IBM HA Active,Standby SW,2 OS,2 SQL2KCisco Unified Communications Manager (CallManager)Cisco Unified Communications Manager is mapped and priced based on the capacity or the size of the server onwhich the software resides. The size of the server indirectly is tied to the number of users for which theCommunications Manager is licensed. Service does not create the relationship between server and users; rather weabide to the product licensing rules.There are three different categories of product SKUs that are available. The important thing to remember is that thereneeds to be one software application residing on each and every Communications Manager server. Therefore, if youhave 5 MCS servers for Communications Manager, you will need to purchase 5 CallManager software applicationsand 5 ESW services for each application that has been purchased. The pricing for CallManager is not version based,rather based on the size of the server.Cisco Unified Communications Manager a la CarteTable 2 lists five different price points based on the size of the server, not the version of the software.Table 2.Communications Manager for MCS Server ExampleServer ClassHPIBMMCS 7815/16/25 SEMCS 7815/16Product PNService PNUsersCM6.0U4-K9-7815SE CON-ESW-6U415SE100X206LIC-CM6.1-7816 CON-ESW-LC617816500MCS 7825X3250/X306X3250/X306LIC-CM6.0-7825 CON-ESW-M6078251000MCS 7835HP DL280G4/G5/DL380-G4X3650/X346/X345LIC-CM7.0-7835 HP DL280G4/G5/DL380-G42500MCS 7845HP DL380D-G4D/G5DX3650D/X346D/X345DLIC-CM6.0-7845 CON-ESW-M6078455000MigrationMigration refers to the migration from one server to another server. The migration SKU allows you to move thesoftware license from the legacy server to the new server for a nominal product charge. There are two types ofmigrations scenarios: (1) moving to the same size server and (2) upgrading to a larger capacity server. When movingto the same size server, no change to the ESW contract is required. Only when upgrading your server to a largerserver will you need to update your contract. Also, you will need to change your Cisco SMARTnet contract to reflectthe hardware server.Table 3 lists the various migration SKUs for the software.Table 3.Various Migration SKUs for the SoftwarePart NumberProduct DescriptionCM6.0-K9-MIG0 SW Unified CM 6.0 Same Server Class MigrationCM6.0-K9-MIG1 SW Unified CM 6.0 Migration 7815SE to 781XCM6.0-K9-MIG10 SW Unified CM 6.0 Migration 7835 to 7845CM6.0-K9-MIG2 SW Unified CM 6.0 Migration 7815SE to 7825CM6.0-K9-MIG3 SW Unified CM 6.0 Migration 7815SE to 7835CM6.0-K9-MIG4 SW Unified CM 6.0 Migration 7815SE to 7845CM6.0-K9-MIG5 SW Unified CM 6.0 Migration 781X to 7825CM6.0-K9-MIG6 SW Unified CM 6.0 Migration 781X to 7835 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 4 of 17

Ordering GuidePart NumberProduct DescriptionCM6.0-K9-MIG7 SW Unified CM 6.0 Migration 781X to 7845CM6.0-K9-MIG8 SW Unified CM 6.0 Migration 7825 to 7835CM6.0-K9-MIG9 SW Unified CM 6.0 Migration 7825 to 7845Service TypesWhen ordering Cisco Unified Communications products using individual product SKUs, one for hardware and one forsoftware, you should quote:1.Cisco SMARTnet for service coverage on the Unified Communications hardware. (Cisco SMARTnet will continueto be available for Unified Communications hardware and will not be subject to end of sale.)2.Cisco Unified Communications Essential Operate Service (ESW) for software (sometimes referred to as ESW) tosupport the application. In general, the Cisco Unified Communications Essential Operate Service (ESW) forsoftware is applicable to the application when it is purchased a la carte, or when the application is purchased inthe new Cisco Unified Workspace License (CUWL) model, which incorporates a range of UnifiedCommunications applications.3.Cisco Unified Communications Essential Operate Service (ESW) for hardware and software (sometimes referredto as ECD) is a bundled server-based hardware and application software product purchased with a single SKU(currently only applicable only to the Cisco Unified Communications Manager Business Edition).Table 4 shows how services are attached to UC products.Table 4.Attaching Services to UC Products 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 5 of 17

Ordering GuideTable 5 lists products with Cisco SMARTnet.Table 5.Products with Cisco SMARTnetProducts with Cisco SMARTnetCisco Unified Communications Manager Express (Enterprise Branch)Cisco Unified Survivable Remote Site Telephony (SRST)Cisco Unified Communications 500 Series for Small Business (including Unified Communications Manager Express and Cisco Unity Express)Cisco Unified IP Phone (79xx)Cisco Unified Wireless IP Phone 7921GCisco MCS Unified Communications Appliance/ServersCisco Unified VT CameraCisco Unified VideoconferencingTable 6 lists products with SAS/SASU.Table 6.Products with SAS/SASUProducts with SAS/SASUCisco Unity ExpressCisco Unified Operations ManagerCisco Unified Services MonitorCisco Unified Provisioning ManagerCisco Unified Service Statistics ManagerCisco netManager Unified Communications (OM)Cisco Monitor ManagerCisco Monitor DirectorCisco Unified Video ConferencingTable 7 lists products with Essential Operate Service (ESW).Table 7.Products with Essential Operate ServiceProducts with Essential Operate Service (ESW)Cisco Unified Communications Manager (Formerly known asCisco CallManager)Cisco Unified MobilityCisco Unified Communications Manager Business Edition*Cisco Unified Mobility Advantage (Orative)Cisco Unity (Voicemail and Unified Messaging)Cisco Unified Mobile Communicator (Orative Client)Cisco Unity ConnectionCisco Unified Phone Application SuiteCisco Unified Workspace Licensing (CUWL)Cisco Unity FAX ServerCisco IP CommunicatorCisco Unified Application ServerCisco Unified Media EngineCisco Unified Communications Manager Attendant ConsoleCisco Unified PresenceCisco Emergency ResponderCisco Unified Personal CommunicatorCisco Unified IP Interactive Voice ResponseCisco Unified Phone Proxy*Cisco Unified IP Queue Manager Cisco Unified MeetingPlaceCisco Unified MeetingPlace Express VTCisco Unified MeetingPlace ExpressCisco Unified MeetingPlace for Microsoft Office Communicator (MOC)Cisco Unified Contact Center EnterpriseCisco Unified E-Mail Interaction ManagerCisco Unified Web Interaction ManagerCisco Unified Contact Center ExpressCisco Unified Business Attendant ConsoleCisco Unified Department Attendant ConsoleCisco Unified Intelligent Contact Management EnterpriseCisco Unified Video Advantage 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 6 of 17

Ordering GuideProducts with Essential Operate Service (ESW)Cisco Unified Contact Center HostedCisco Unified Customer Voice PortalCisco Unified Intelligent Contact Management HostedCisco Unified CallConnector for Microsoft Dynamics CRMCisco Unified CallConnector for Microsoft OfficeCisco Unified Applications EnvironmentCisco Unified CallConnector MobilityCisco Unified CallConnector for Salesforce.com*Essential Operate Service (ESW) (ECD covering hardware and software) is only available for the Cisco Unified Communications Manager BusinessEdition, as a bundled set of hardware and software sold under a single SKU.Table 8 lists bundled license products with Operate Services.Table 8.Bundled License Products with Operate ServicesBundled License Products with Operate ServicesCisco Unified Workspace License – Standard (CUWL STD)Cisco Unified Workspace License – Professional (CUWL PRO)CUWL is a per user model for all software licensing. There are two packages available: CUWL Standard and CUWLProfessional. For more information, go to wwwin.cisco.com/voice/products/cuwl/.To understand service product numbers for Operate Services listed above, refer to the 3- or 4-letter codes in the tablebelow. These codes will be the part of the product number after “CON-”. For example, an Essential Operate SW Onlyproduct number would start “CON-ESW-”.Table 9 lists product numbers for Operate Services.Table 9.Product Numbers for Operate ServicesPartnerEssentialCisco BrandNOSCShared SupportCollabrative TSEssential SW OnlyESWNESWSESWCBSWPSESEssential SW HW NBDECDNECDSECDCBCDN/AEssential SW HW 8x5x4ECENECESECECBCEN/AEssential SW HW 24x7x4ECPMNECPSECPCBCPN/AEssential SW HW 24x7x4 onsiteEC4PNEC4Gray Areas: Essential Operate Service (ESW) (ECD covering hardware and software) is only available for the Cisco Unified CommunicationsManager Business Edition as a bundled set of hardware and software sold under a single SKUTable 10 lists part numbers for Unified Communications Software Subscriptions (UCSS).Table 10.Unified Communications Software Subscription (UCSS)Product DescriptionPart NumberCisco Unified Communications ManagerUCSS-UCMCisco Unified Contact Center EnterpriseUCSS-CCECisco Unified Contact CenterUCSS-CCXCisco Unified MeetingPlaceUCSS-MPLACECisco Unified MeetingPlace ExpressUCSS-MPECisco Unified MeetingPlace Express VTUCSS-MPECisco UnityUCSS-UNITYCisco Unity ConnectionUCSS-UNITYCNCisco Unity Contact Center HostedUCSS-CCHCisco Unified PresenceUCSS-CUPCisco Unified Personal CommunicatorUCSS-UPC 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 7 of 17

Ordering GuideProduct DescriptionPart NumberCisco Emergency ResponderUCSS-ERCisco Unified Application ServerUCSS-UASCisco Unified Intelligent Contact Management HostedUCSS-ICMHCisco IP Interactive Voice ResponseUCSS-IPIVRCisco Unified Customer Voice PortalUCSS-CVPCisco Unified Communications Software Subscription for Cisco Unified Workspace LicensingUCSS-UWL Orderedwithin productconfigurationCisco Unified Communications Software Subscription for Cisco Unified Communications Manager Business ManagerUCSS-CUCM-BECisco Unified Communications Software Subscription for Cisco Unified Communications Manager Business Manager –CUWLCMBE-WRKSP-BDLCisco Unified Communications Software Subscription for Intelligent Contact Management EnterpriseUCSS-ICMECisco Unified Communications Software Subscription for Cisco Unified Media EngineUCSS-UMECisco Unified Business and Department Attendant ConsoleUCSS-ATTMore Cisco Unified Communications applications may be added in the future. Cisco Unified CommunicationsManager Express and SRST are not covered under Cisco Unified Communications Software Subscription; existingservice remains the same. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 8 of 17

Ordering GuideHow to Order ServicesFinding Services and PricingRegistered Cisco.com users can find list prices using the tools in this section, or prices through the quoting andordering tools listed below.Pricing tTo find services price lists, follow these steps:Step 1. Navigate to the Pricing Tool from Cisco.com main page Select the Ordering menu item from the Orderingtab link to Pricing Tool from the “Place Order” section.Step 2. Click “DOWNLOAD” tab. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 9 of 17

Ordering GuideStep 3. Select Service Price List link.Step 4. Choose which Price List – “Cisco Service & Support Price List” for the general list or a selection from thedrop-down menu for SP Services, Shared Support, CoBrand, or other price lists.Step 5. Searching for a Product within Excel – The workbooks are divided into a series of worksheets based onservice type. If you know service type, choose the correct worksheet and search for the product SKU you want tofind. If you do not know the service type, use the find functionality of Excel to search the entire workbook. Click theOptions button to expand search options. Then select “Workbook” in the “Within” dropdown menu. Continue to click“Find Next” until you have found the product SKU you want. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 10 of 17

Ordering GuideOrdering and Quoting ToolsSeveral tools can be used to quote and order services with and without products. For configuring products andquoting and ordering services together, Cisco.com users can find the Dynamic Configuration Tool (DCT), the MultilineConfiguration tool (MLC), and the Ordering Tool (OT). Registered users can order and renew services through CiscoService Contract Center (CSCC). Processes for each of these tools will be outlined later in this document.The DCT is useful for configuring products and obtaining very basic services information for configurable productsonly. It does not provide information for services on hardware or software products that are not configurable.Currently it only allows the selection of one service level at a time, which could result in missed product coverage.The MLC provides the user with the ability to assemble multiple products, both configurable and nonconfigurable,onto a single list. It provides services functionality for both hardware and software products. Pricing for services in theMLC is subject to change based upon the ultimate installation site of the product(s).The OT provides the most robust functionality for ordering products and services at the same time. It allows importsof saved configurations (from DCT) or saved config sets (from MLC). In the OT, users specify the installation site ofthe product and get accurate services pricing information.Links to the DCT, MLC, and OT can be found on the Ordering Root page on Cisco.com. Each of these tools has adetailed user guide available through links on their respective pages.Dynamic Configuration ToolStep 1. Choose the configurable product. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 11 of 17

Ordering GuideSteps 2 and 3. Select the “Select Options” tab and configure the product. Click the “Check Configuration” button tovalidate your choices.Step 4. Upon successful configuration, choose your service level and click “Update” to have the appropriate servicesadded to your configuration. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 12 of 17

Ordering GuideStep 5. Save your configuration for later use in either the MLC or the OT.Multiline Configuration Tool (MLC)The MLC tool follows exactly the same process as below for the OT. For the purposes of this Ordering Guide, thetools operate in the same manner.One key difference to note is that configuration sets may be saved in the MLC for later use in either the MLC or in the OT. 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 13 of 17

Ordering GuideMLC Screenshot for reference:Ordering ToolProduct Type 1: Software Application Ordered with Server and UCSS 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 14 of 17

Ordering GuideProduct Type 2: Cisco Unified Workspace LicensingFor CUWL, select Operate ServicesSoftware (Essential SW) in theSoftware Service Level 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 15 of 17

Ordering GuideProduct Type 3: Hardware and Software Bundle (Business Edition Only)Cisco Service Contract CenterCisco Service Contract Center is a web-based solution intended to simplify the managing and selling of services. Fortraining and access to CSCC, visit /index.html.Example 1: Add Products by Product ID 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.Page 16 of 17

Ordering GuidePrinted in USA 2007–2009 Cisco Systems, Inc. All rights reserved. This document is For Cisco Internal Use Only.C07-539012-0110/09Page 17 of 17

Cisco Unified Workspace Licensing (CUWL) Cisco Unity FAX Server : Cisco IP Communicator . Cisco Unified Application Server : Cisco Unified Media Engine . Cisco Unified Communications Manager Attendant Console : Cisco Unified Presence . Cisco Emergency Responder : Cisco Unified Personal Communicator . Cisco Unified IP Interactive Voice Response

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