VoiceCon Tutorial: Best Practices in Unified Communications Deployment

1. VoiceCon Tutorial: Best Practices in Unified Communications Deployment Kathryn Robinson Sr. Director, Enterprise Voice / Rich Media Practice Advanced Services Consulting Cisco Systems

2. Agenda • Lifecycle Approach • Criticality of Planning • Operational Considerations • Extending the Value through Optimization • Summary

3. 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. Plan Prepare Design Implement Operate Optimize 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

5. Cisco Unified Communications Planning / Operations Differences

6. Example Plan & Design Activities Unified Communications Feature/Functionality Validation Unified Communications Network Readiness Assessment Unified Communications Operations Readiness Assessment Unified Communications Architecture Validation Unified Communications Site Requirements Specification Unified Communications Detailed Design Development Unified Communications Implementation Plan Development Unified Communications System Test Plan Development Unified Communications Staff Plan Development (Curriculum Planning Service) Project Management Planning and Design Activities for Unified Communications Deployment Success

7. Cisco Unified Communications is an Application System … Treat it Like One Technical Program Management Educational Operations

8. The 15% You See Network AccessControl IntelligentLAN Switching VideoAssociation Home Net Dynamic User Tracking CarrierSoftswitch Auto VLAN Storage The 85% You Don’t See has to Work Well or Your Unified Communications Applications Will Suffer Firewall Secure VPN Access Remote Management WiFi Networking Host IntrusionProtection Dynamic DeviceDiscovery SeamlessMobility EnhancedPower Management Auto QoS IntelligentTraffic Routing The Importance of theNetwork Readiness Assessment Conferencing Mobility Video Unified Messaging Customer Contact IP Telephony

9. Key Considerations: Building Extensible Platform for Unified Communications

10. Good Planning and Design Avoids Significant Cost 60 – 80+ 80604020 Good Planning & Design avoids significant repair costs in Production Engineering Hours Expended 32 - 50 Cost of Problem Resolution 16 - 24 2 - 5 1-3 .2 - .6 .7- 1.2 Requirements Validation Design PoC/ Pilot Acceptance Testing Implement- station Production Planning Life Cycle Phase Where Problem Found

11. 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. 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. Process Knowledge People • Need to Manage IPC Holistically • WAN/LAN • Voice infrastructure • Voice applications Tools Platform People Managing IPC Holistically People Process Knowledge Historical Data Service Support Incident Mgmt Remediation Procedures Problem Mgmt Change Mgmt Cisco Leading Practice Release Mgmt Platform Tools Configuration Mgmt Level 1 Level 2 Level 3 CMDB Event Correlation Service Request Service Delivery Historical Trending Ntwk Config Disc Ticketing Service Level Mgmt Known Error Mgmt Config Audit Notification Availability Mgmt SLM Config Fault Polling Routing Capacity Mgmt SLM Reporting Perf Polling Escalation Threshold Mgmt RFC Create Approval Mgmt Reporting Financial Mgmt

14. Building the Blueprint – ITIL Industry Standards

15. Options for Operations Options Choices and Implications Do it yourself Element, Network and Workflow Management Tools, Knowledge Development and Skills Out task or Out source to third parties for service Element, Network and Workflow Management Tools, Knowledge Development and Skills Partner Brand RNO-ATP ROS-CoBrand Partner your staff with Other Providers Complimentary Selection, Bundled Offerings, Integration of PDI and O Cisco ROS CBR Eligibility and Established Partner Program

16. Composition of a Quality Day 2 Operate Service

17. 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. Typical Ongoing Optimization Plan and Tasks Qtr 1 Qtr2 Qtr3 Qtr4 Weekly project update and status calls Establish team specific aliases and communications vehicles

19. 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