1© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
VoiceCon Tutorial: Best Practices in Unified Communications Deployment
Kathryn Robinson
Sr. Director, Enterprise Voice / Rich Media Practice
Advanced Services Consulting
Cisco Systems
2© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Agenda
• Lifecycle Approach
• Criticality of Planning
• Operational Considerations
• Extending the Value through Optimization
• Summary
3© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Challenges and Top of Mind IssuesBusiness, Engineering and Operations Views
• Enhancing internal and external customers’ perceived value and satisfaction– Creating valuable partnerships with your business users to assure
they get the business benefits from the technology solutions you provide
• People, people, people– Finding them and continuously developing them
– Skills balance from voice / data / and IT for optimal results
– Identifying competent partner and / or out tasking models that work for your business
• Qualitative support and servicing of your end users– Meeting or exceeding Service Level Agreements
– Productivity improvements
4© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Lifecycle Services Defined
Lifecycle Services are the methodologies and practices that support the evolution of networks to business systems and ensure the most return from corporate IT investments
The Cisco Unified Communications Methodologies define the best practices, processes, people skills and workflow required to successfully support the lifecycle for Unified Communications Solutions
PlanPlanPreparePrepare DesignDesign ImplementImplement OptimizeOptimizeOperateOperate
5© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Cisco Unified Communications Planning / Operations Differences
Element Cisco Unified Communications TDM / Legacy
Architecture Enterprise wide; options for scalability; security; availability
Flexible; adaptable planning options
More site specific; less interdependency of sites
Foundational
Network of networks fundamentals
Allows for greater options for redundancy, failover, availability
Separate network and associated cost structures
Fewer options
Operations New partner models available;
Need for modifications of skills, processes, tools which can be shared across converged model
Separate teams; different skills; different channel partner or outsource/ out task models
Applications Communications vs. “phone calls”
Allows for communications application extensions and integrations
Phone calls, limited extensibility
6© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Planning and Design Activities for Unified Communications Deployment Success
Example Plan & Design Activities
1. Unified Communications Feature/Functionality Validation
2. Unified Communications Network Readiness Assessment
3. Unified Communications Operations Readiness Assessment
4. Unified Communications Architecture Validation
5. Unified Communications Site Requirements Specification
6. Unified Communications Detailed Design Development
7. Unified Communications Implementation Plan Development
8. Unified Communications System Test Plan Development
9. Unified Communications Staff Plan Development (Curriculum Planning Service)
Pro
ject
Man
agem
ent
7© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Cisco Unified Communications is an Application System … Treat it Like One
Verify Customer Requirements
2
Develop Solution Requirements
3
Create Staff Training Plan
4d
Perform Network Readiness Assessment/Create Remediation Plan
4a
Execute Network Remediation Plan
5a
Develop Network Implementation
Schedule8
Develop Operations Plan
6
Develop Detailed Design
7
Create Customer Certification Test
Plan9
Execute Customer Certification Test
10
Conduct Operations and Administration
Training21
Execute Project Handover
22
Perform Operational Readiness
Assessment/Create Remediation Plan
4c
Execute Operations
Remediation Plan5c
Create Customer Solution/Site
Acceptance Test Plan11
Revise HLD & Architecture Validation
4b
Develop Site Requirements Specification
5b
Compile As-Built Documentation
18
Install Solution16
Conduct Solution Pilot (1X in loop)
17
Conduct End-user Training
20
Execute Customer Site Acceptance
Test19
Project Postmortem
23
Done?
Stage/Configure Solution
15
Conduct Site Survey/Create
Remediation Plan12
Execute Site/Gap Remediation Plan
13
Develop site-specific Network Implementation
Plan14
Implementation Control Loop
yes
no
Tec
hn
ical
Tec
hn
ical
Op
erat
ion
sO
per
atio
ns
Ed
uca
tio
nal
Ed
uca
tio
nal
Exe
cute
Pro
ject P
lan - C
on
trol L
oo
p
Manage Risk
Manage Cost and Resource Budget
Manage Change
Manage Solution Performance and
Progress
Manage User Site IT Commitments
Project Completion?
yes
no
Issue Status or Progress Reports
Update Project Plan
Detemine Project Costs
Define and Document Project
Scope
Develop Resource Plan
Initiate Project
Define WBS
Finalize Baseline Project Plan
Establish Project Budget
Identify Risks and Mitigation Plan
Develop Project Schedule
Revise Customer Acceptance Plan
Signed PO
Project Management Pro
gra
m M
anag
emen
tP
rog
ram
Man
agem
ent
8© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
The Importance of theNetwork Readiness Assessment
IP TelephonyIP TelephonyCustomer ContactCustomer Contact
Unified MessagingUnified MessagingVideoVideo
ConferencingConferencing MobilityMobility
The 85% You Don’t See has to Work Well or Your Unified Communications Applications Will Suffer
The 85% You Don’t See has to Work Well or Your Unified Communications Applications Will Suffer
The 15% You See
EnhancedEnhancedPower ManagementPower Management
IntelligentIntelligentLAN SwitchingLAN Switching
Auto VLANAuto VLAN
Auto QoSAuto QoS
Home NetHome Net
CarrierCarrierSoftswitchSoftswitch
FirewallFirewall
Host IntrusionHost IntrusionProtectionProtection
WiFi NetworkingWiFi Networking
Dynamic DeviceDynamic DeviceDiscoveryDiscovery
IntelligentIntelligentTraffic RoutingTraffic Routing
Network AccessNetwork AccessControlControl
Secure VPN AccessSecure VPN Access
StorageStorage
ManagementManagement
SeamlessSeamlessMobilityMobility
Dynamic UserDynamic UserTrackingTracking
RemoteRemote
VideoVideoAssociationAssociation
9© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Key Considerations: Building Extensible Platform for Unified Communications
Technical Accounting for QOS; IP Security; bandwidth needs; changing traffic flow patterns; platform extensibility and flexibility as applications are added
Business Applications
Feature functionality at applications level; Successful application integration for maximum benefits
Operations Changes in management methods and procedures, skills, tools for converged environment
Educational Preparing your administration staff, your operational staff/partners, your end users
10© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Good Planning and Design Avoids Significant Cost
Cost o
f Pro
blem
Res
olutio
n
Life Cycle Phase Where Problem Found
RequirementsValidation
PoC/Pilot
Design Acceptance Testing
Implement-station
Production
80
60
40
20
En
gin
eeri
ng
Ho
urs
Exp
end
ed
60 – 80+
32 - 50
16 - 24
2 - 51-3.7- 1.2.2 - .6
Good Planning & Design avoids significant repair costs in Production
Planning
11© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Good Planning and Design Supports Investment Protection and ROI
• Build an enterprise wide architectural platform upon which your business’ IP communications can evolve which is phased by:
Business Division needs
Geographical Division needs
Maximizing cost and savings benefits
Maximizing customer intimacy or market differentiation through applications (not limited to site by site approach)
• Takes full advantage of extensibility of platform to support applications integrations that may not be known or required today
12© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Operational Challenge and Change Frequently Underestimated
Service Delivery and Support Readiness
• Are my deployment procedures sound?• Is the NOC ready for Day-2 support?• I need to efficiently resolve Unified Communications issues. Can I?• Do I have the fault detection tools and processes necessary?• Will existing configuration and change management processes work for Cisco Unified Communications? • I need to monitor IP communications’ affect on my network performance. How?• What key performance indicators do I need to measure for improvement?
How do I answers these questions?Hint: Make this a priority in the planning phase. Take advantage of Cisco Best Practices
13© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Managing IPC Holistically
Tools
Le
vel
2
Le
vel
3
Capacity Mgmt
Availability Mgmt
Service Level Mgmt
Service Delivery
Configuration Mgmt
Release Mgmt
Change Mgmt
Problem Mgmt
Incident Mgmt
Knowledge
Pla
tfo
rm
Le
vel
1
People Process
Service Support
Financial Mgmt
Historical Data
Remediation Procedures
Cisco Leading Practice
Ticketing
Routing
Notification
Escalation
Threshold Mgmt
RFC Create Approval
SLMConfig
Service Request
SLM Reporting
Mgmt Reporting
Fault Polling
Perf Polling
Event Correlation
CMDB
Ntwk Config Disc
Config Audit
Historical Trending
Known Error Mgmt
People
People Process
Knowledge
Tools
Pla
tfo
rm
Need to Manage IPC Holistically• WAN/LAN
• Voice infrastructure
• Voice applications
14© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Building the Blueprint – ITIL Industry Standards
Technology: CM
Offering: Full Management
Detail ITIL Service Support
ITIL Service Delivery
User OS•Any software running of user specific hardware – e.g. Cisco Unified IP Phone 7960 Software, Cisco Unified Contact Center Agent
Incid
ent M
anag
em
ent
Pro
blem
Man
agem
en
t
Ch
ang
e M
anag
em
ent
Rele
ase Ma
nag
eme
nt
Co
nfig
ura
tion
Man
agem
ent
Service L
evel Man
agem
ent
Availa
bility M
anag
emen
t
Cap
acity
Man
age
men
t
IT S
ervice Co
ntin
uity
Man
ag
emen
t
Fin
ancia
l Man
ag
emen
t Man
ag
emen
t
User HW•Any user specific hardware – e.g. Cisco Unified IP Phone 7960 or User Desktop
ApplicationSoftware providing functionality e.g. Cisco Unified CallManager
Application HW/OSPhysical server and OS
E.g. Dell with Windows 03
Network OS•OS Operating on Network HW e.g. Cisco IOS
Network HW•Physical routers, switches and gateways
ConnectivityPrimary Carrier Connectivity
Redundant Carrier Connectivity
Meet Me Rooms
DatacenterPhysical Premises, Physical Security,
External power, AC, Fire Suppression
Internal Cabling
15© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Options for Operations
Do it yourself
Out task or Out source to third parties for service
Partner your staff with Other Providers
Cisco ROS CBR
Options
Element, Network and Workflow Management Tools, Knowledge Development and Skills
Element, Network and Workflow Management Tools, Knowledge Development and Skills
Partner Brand
RNO-ATP
Choices and Implications
Complimentary Selection, Bundled Offerings, Integration of PDI and O
Eligibility and Established Partner Program
ROS-CoBrand
16© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Composition of a Quality Day 2 Operate Service
17© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Plan for Optimization
• Want to assure you take advantage of extensible platform for future growth?
• Expect to grow size / complexity of your business?
• Do you expect to acquire or a divest?
• Expect to move, add, change or delete locations?
• Do you expect to add data or Unified Communication applications?
• Do you expect to upgrade network software?
• Do you expect to change network equipment?
Be Proactive – Establish disciplined and structured approach to ongoing optimization
18© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Typical Ongoing Optimization Plan and Tasks
Qtr2 Qtr4Qtr3Qtr 1
Weekly project update and status callsEstablish team specific aliases and communications vehicles
Conduct IPC Stability Audit*
Conduct ORA*
Knowledge Transfer**
Conduct customer design standards
review
Conduct IPC security assessment
Conduct system test procedure review
Quarterly onsite ***Business review
Conduct Performance tuning
of IPC solution
Develop IPC growth Plan
Knowledge Transfer
Conduct IPC software
assessment
Conduct software risk analysis
Quarterly onsite business review
Conduct IPC stability audit
Conduct ORA gap resolution
Knowledge transfer
Conduct customer design standards
review
Conduct system test procedure
review
Quarterly onsite business review
Conduct Performance tuning of IPC solution
Conduct IPC software assessment
Knowledge transfer
Conduct IPC software risk analysis
Conduct IPC security assessment
IPC growth plan review
Quarterly onsite business review
19© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
Best Practices: Summary
• You are building an extensible flexible platform to support your enterprise wide communications requirements – It is an important mission critical project …. treat it like one
• Planning and Design is critical …. Resource the front end of your project and you will reap resource efficiencies throughout the life of your solution implementation
• Make sure the network is ready
• Don’t neglect or underestimate needs for operational preparedness
• Plan for being proactive during ongoing operations – small issues captured early will support your staffs’ productivity and your business users satisfaction
• Optimize to assure ongoing business benefit and optimal investment protection
20© 2006 Cisco Systems, Inc. All rights reserved.Session NumberPresentation_ID
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