Enhancing Business Outcomes

Through Cisco Spark & the

Digitisation of Collaboration
David Reed - Business Analyst User Experience and Innovation for Collaboration
Jan Seynaeve - Senior Engineer Infrastructure Delivery Operations for Collaboration
BRKCOC-1340
Orrr .
digitisation /dij-i-tahy-s-shn/

Simplify Automate Monitor

& Adapt

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Agenda

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
Agenda

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
David Reed Jan Seynaeve
5 years in Cisco IT Service Management 10 years in Cisco IT Engineering
Field Implementation
Experience in
Core Voice and Collaboration
Service management and analytics
Planning and portfolio Management Experience in

Innovation and proof of concepts Routing, switching

Cisco Unified Call Manager
Global Dial plan

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The opportunity is there for us all

The unified
communications market
About 10% of
will grow from $40.9 By 2020, Gartner
companies are already
billion in 2014 to $42.4 expects there will be By 2020, at least 70%
building custom UC
billion by 2019, fueled more than 25 billion IoT of new Application
apps, while more than
by demand for cloud- endpoints driving more Development projects
25% are integrating UC
based services as than $263 billion on will be deployed on
technology into their
organizations digitise services spending. cloud infrastructure.
existing apps, according
their business
to Nemertes Research.
workflows.

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Where we are today Core CUCM

Non IP IP

Per site Centralized

PSTN Breakout (Centralized) SIP Breakout

Dedicated Hardware Virtualized

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The services we have deployed to date

Persistent conversations
Small team collaboration Pervasive
Time-shifted Team Collaboration
Iterative
Many to Many
Audio, video, web
Structured meetings Hybrid
Real-time Conferencing
IM
Shared content
1 to Many
Phones and IM
Premises-based
communications Unified
Real-time Communications UC
1 to 1 Messaging and calling On-Prem
to many
UC

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Agenda

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
 Few years ago

15 UC Clusters Production UCM (Phone registration)

5 gatekeeper pairs SME (Call Routing between clusters, also
1 SME cluster TEHO)
Gatekeeper
UCM Cluster Consolidation

8 UC Clusters Production UCM (Phone registration)

1 SME cluster SME (Call Routing between clusters, also
TEHO)
End to End SIP
SIP
SIP PSTN
SIP
SIP SIP

Per site breakout

Centralized
breakout

SIP SIP
SIP PSTN
SIP SIP

BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 13
Operational Improvements
Problem Opportunity Business Outcomes
Site changes need a lot of Reduce footprint Faster turnover for changes
collaboration (and other) systems to Leverage APIs Less errors
be updated manually

Simplify Automate Monitor & Adapt

Consolidate Use APIs to script tasks for Track non-documented changes
Standardisation building out / changing and remediate
New sites Update scripts as standards /
needs change

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 End User Improvements self service
Problem
4+ cases being opened for every
new hire, spanning several teams/
systems (new number, new
phone/softphone, new Voice Mail, )
Simplify
Standardise new hire self help
and online guides
Opportunity Business Outcomes
Create an automated provisioning Improved user experience
bundle Lower operational costs 0 cases
Opportunity for user to initiate Increased productivity
changes Increased Standardisation
Automate Monitor & Adapt
Add main services into a bundle Understand user profile and
and automate the provisioning adapt provisioning for user
moves
BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 15
Agenda

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
We created hybrid services using video
communication servers

Cisco
Collaboration Cloud

EDGE
Call Aware
Directory Connector Calendar Connector Expressway
Call Connect

Directory Cisco UC Exchange Future

?
BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 17
Meeting creation (Calendar Services and Directory
Connector)
Problem Opportunity Business Outcomes
Scheduling meetings is a chore Create a command to pull in meeting Instant meeting creation
Productivity stops when the meeting details from the Cloud Shorter meetings
is scheduled Forum for pre and post meeting
discussion

Simplify Automate Monitor & Adapt

Change productivity toolbar Deploy VCS hybrid connectors Create new Spark room or share
options and deploy personal and create @WebEx and meeting info with existing Spark
rooms @Spark integrations room

BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 18
Calendar Services Demo
Spark Hybrid Call Services
Aware Call Aware offers status information from
UCM into Cisco Cloud
Active / Away / DnD
Desktop sharing will be available when 2 users
Call History are in a 1-to-1 call

Unified Call History will make sure all

devices / clients will present the same recent /
missed calls

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Spark Hybrid Call Services
Call Connect leverages existing Unified Call
Connect
Spark users to place & receive
calls from PSTN & UC users
Manager Call control to the Spark Client
In- and outbound External calls, on-prem to off-prem
calls,
Spark Remote Destination devices
Collab Edge setup for Call setup/media firewall
traversal
(Expressway-C and Expressway-E design)
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Spark Hybrid Call Services

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What do we (Cisco IT) have so far

< API >

Cisco Spark Service

Message | Meeting | Call

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Agenda

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
API Economy

Today, Salesforce.com generates more than half of its $2.3 billion in revenue through its
APIs, not its user interfaces. Twitter is said to process 13 billion transactions a day through
its APIs. Google is around 5 billion transactions a day. For its part, Amazon is rapidly
closing in on a trillion transactions.
Source: Forbes

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WebEx Collaboration Meeting Room (CMR)

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Cisco Collaboration Cloud and Platform
Pocket

Cisco
Cisco Spark Service Collaboration
Message | Meeting | Call Cloud

Hybrid

Cisco Collaboration Edge Architecture

Unified On-Premises
Conferencing
Communications

Boardroom
End to End Security
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Spark for Developers

Voice Basic Self Conditional Two Factor

Conferencing Click-to-Call Dial Authentication
Search Service

developer.ciscospark.com
Integrate, extend,
Tropo
and customize
Spark experiences Platform

Cisco Spark Embed voice and SMS

Platform services to enhance
usecases.tropo.com business processes

APIs, SDK, Tools, Community

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Spark Integrations and Bots
Native Integrations App Integration Services Spark for Developers

Easily configured integrations in the Connect to other aps in seconds to Create custom integrations using
Cisco Spark app to unify workstreams automate recurring tasks and make Cisco Spark APIs through the Spark
your life more efficient for Developers portal

developer.ciscospark.com

Zapier
Built.io IFTTT

Easy for users to integrate Cisco Spark with the apps they love
Tools for developers to transform collabora tion experiences

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depot.ciscospark.com
developer.ciscospark.com
Spark Bot Demos
Spark Bots - Postman

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 https://developer.ciscospark.com/
Spark Bots - Python
import urllib2

# Bot authentication
bearer = "ZTEwZjFlNDYtO..."

# Prepare the call and send

def sendSparkPOST(url, data):
request = urllib2.Request(url, json.dumps(data),
headers={"Accept" : "application/json",
"Content-Type":"application/json"})
request.add_header("Authorization", "Bearer {}".format(bearer))
contents = urllib2.urlopen(request).read()
return contents

# Post a message
msg = "Hello, anyone there?"
result = sendSparkPOST("https://api.ciscospark.com/v1/messages",
{"roomId": "Y2lzY29zcGFy...lMDUtOWI2ZjRmYTU5YjRh",
"text": msg})
print(result)

BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 33
On-Premise IP Phone login via Spark
Problem
Logging in on a phone is cumbersome,
having to put in a username and PIN with
a touch dial
Simplify
Create automation that lets you login
through your laptop
Opportunity Business Outcomes
Automate Phone login Faster and friendlier login
Automate Monitor & Adapt
A Spark Bot can be put in any room a Find new ways to identify the phone
user want Monitor usage closer
The Bot can then login a user through
the CUCM APIs, no extra
authentication is needed
BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 34
On-Premise IP Phone login via Spark

BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 35
 List On-Premise devices from UCM via Spark
Problem Opportunity Business Outcomes
For the helpdesk agent, it often takes BOT that will list a users devices and give Faster TTR
some time before they can find the device details on a specific device More personal, direct help for user
a user is having issues with
Same for finding out the details of a
device (CUCM config, registration status,
logs on the phone, switch it connects to,

Simplify Automate Monitor & Adapt

Centralize lookups in different Spark bot can be invited in a Additional actions can be added to the
backends troubleshooting room. User / helpdesk bot from agent feedback / mining
agent can just ask it to list devices /
give details on a device

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List On-Premise devices from UCM via Spark

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Salesforce.com content search via Spark
Problem
Its difficult to search the wealth of
information available in Salesforce in a
timely fashion
Simplify
Centralize and clean up content in
Salesforce
Opportunity
Make it faster and easier to do key word
searches to retrieve the most relevant
content
Automate
Build a Spark BOT that takes user input
as a search term and retrieves the most
valuable content out of thousands of
records
BRKCOC-1340
Business Outcomes
Employees are able to get the correct and
most valuable content faster and better
serve our partners and customers
Monitor & Adapt
Patterns of business activity and page
visits are logged and tracked, ensuring
that the BOT is constantly learning and
retrieving the best results
2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 38
Agenda

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
 Cisco IT Collaboration Journey
Digitize
Accelerate
Enable Business Models
Contextual
Extend Experiences
Converge & Simple, Seamless
Scale Collaboration Experience Collaboration in Business
Footprint Flexible, Scale, Continuous Process-oriented
Richer Collaboration Collaboration
Voice, Video, Data Adaptive Collaboration
AGILITY

Pervasive Team Collaborate Where You Are

Converged Collaboration
Lower IT Expenses Collaboration IoT
Platform
Foundation for Video Consolidation of Tools
Hybrid
Collaboration Mobility Game Changer
IP Telephony & Contact
EFFICIENCY PRODUCTIVITY

Business Integration
Center Pervasive Video (Personal Video)
Corporate Office / Smartphones & Tablets Extend the Cloud
Globalized Architecture Focus
Converged Networks Web and Video
Next Gen Video Conferencing Integration

2005 2015

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Key Takeaways

Common understanding of digitisation

Collaboration is the foundation for a successful digitisation strategy

You dont have to be a developer to build BOTs and leverage APIs

Spend less time troubleshooting and implementing by automation /

scripting

BRKCOC-1340 2017 Cisco and/or its affiliates. All rights reserved. Cisco Public 41
What we have covered

Introduction
On Premise Overview (Simplification, Consolidation, Digitization)
Spark Hybrid Technology (Leveraging our existing investments with
Cloud)
Cisco IT Cloud Strategy (Spark, Bots, Endpoint Registration)
Summary
Complete Your Online Session Evaluation
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Continue Your Education
Demos in the Cisco campus
Walk-in Self-Paced Labs
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Thank You
 Cisco Spark
Ask Questions, Get Answers, Continue the Experience

Use Cisco Spark to communicate with the Speaker and fellow

participants after the session

Download the Cisco Spark app from iTunes or Google Play

1. Go to the Cisco Live Berlin 2017 Mobile app
2. Find this session
3. Click the Spark button under Speakers in the session description
4. Enter the room, room name = BRKCOC-1340
5. Join the conversation!

The Spark Room will be open for 2 weeks after Cisco Live

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 Cisco IT Collaboration Landscape
BROWSER BOARDROOM

>130K IP 68K 97K WebEx >74K Mobile 1,759 7K EX/14K DX 8.7K Video 6.6K Contact Center
phones Jabber clients Clients Devices/BYOD Immersive Personal Conference Ports Clients

Unified Communications Manager (UCM)

20 clusters in 13 Sites

Unity Connection (Voicemail)

90K 138K 74K
12 clusters in 8 Sites Corporate
Subscribers BYOD (Mobile)
Laptops
VCS / VCS Expressway
73 Nodes

Telepresence Management Suite (TMS)

91 352 536
1 cluster
Countries Cisco Locations Offices
Unified Contact Center Enterprise (UCCE)
6 clusters, 12 IVR,s, 2 ICMs in 6 Sites

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