Enterprise Voic Deployment

Transcription

1 Enterprise Voic Deployment How Cisco IT Designed and Deployed Cisco Unity for Global Voic A Cisco on Cisco Case Study: Inside Cisco IT 1

2 Overview Challenge Save costs and vendor management by migrating to a Cisco Unity platform, requiring interconnection among multiple systems on a global platform, without negatively affecting users Solution Focus on Cisco Unity voice messaging first, and rely on Cisco Unity Bridge for interconnectivity to existing messaging servers Results Reduce our voic services costs, reduce servers by more than 70%, and consolidate server locations from 156 sites to 10. Next Steps Continue migration of current voice mail to a Cisco Unity platform, in preparation for full Unified Messaging deployment in the future. 2

3 Background Program Unity is a joint initiative between Cisco IT and the Cisco Enterprise Communications Software Business Unit (ECSBU) to replace Cisco It's existing global Avaya Octel voice messaging system with a Cisco Unity system the largest Cisco Unity deployment ever undertaken globally Program Unity includes these other initiatives: Adoption of standard global dialing plan (8+7 digits) Consolidation of Cisco CallManager servers to a Centralized Call Processing (CCP) model in select data centers Migration of IPCC agents and call routing applications to a limited number of CCP CallManager clusters First step toward Unified Messaging 3

4 Program Goals and Objectives Remove competitor s product Stop paying $7M per year for voic services Remove 160 Avaya systems: Reduce voice-messaging servers by more than 70% Replace with 45 Cisco Unity systems: Consolidate systems to approximately 94% fewer locations Be our own best customer: Develop a Cisco Best Practice implementation that can be used by our larger customers First step toward Cisco s ultimate goal: Unified Messaging 4

5 Challenges Deploying Cisco Unity in a changing MS Exchange environment Integrating voice and data technologies across the global network Maintaining availability of networked voice mail to all users during migration 5

6 Challenge - Deploying Cisco Unity in a Changing MS Exchange Environment Unified Messaging relies on a stable, global Microsoft Exchange environment While developing Cisco Unity architecture, Cisco IT was deploying MS Exchange throughout Cisco worldwide. Technical problems delayed It's MS Exchange rollout until upgrades to Microsoft Exchange 2003 and Outlook 2003 could be made available. Rather than delay Program Unity, the team decided to deploy Cisco Unity as a voic -only implementation in a separate Exchange 2000 organization. Using a separate environment offered Cisco IT greater flexibility to make changes, removed dependencies, and accelerated the schedule. 6

7 Challenge - Integrating Voice and Data Technologies Across the Global Network Cisco Unity includes several technology components: Web browser client application, as well as telephone user interface Cisco Unity Cisco Unity Bridge Cisco CallManager Microsoft Exchange 2000 (E2K) Microsoft Active Directory Third-party fax application Integrating these technologies on a global scale is one of the biggest challenges facing the IT infrastructure organization. 7

8 Challenge - Integrating Voice and Data Technologies Across the Global Network (Contd.) Met challenge by creating strong cross-functional team and by developing new courses to address knowledge gaps. 8

9 Challenge - Maintaining Availability of Networked Voice Mail to All Users During Migration Program Unity team determined early that a global flash cut was not a viable migration strategy Would cause a Day 2 support spike and further delay migration off Octel systems Could not guarantee uninterrupted voice-messaging service Would affect Cisco IT support staff with training and service requests. More realistic strategy would be to convert 75% of users ASAP and the rest when feasible, maintaining networked voic at all times Cisco Unity Bridge creates a hybrid environment of Octel to Cisco Unity messaging interoperability 9

10 Solution - Architecture Summary Consolidate from 160 Octel systems to 45 centralized Cisco Unity voice messaging systems New global voice calling and messaging dial plan Cisco Unity Bridge preserves networked voice mail during migration Migration to Unified Messaging still planned for future Use separate Microsoft Active Directory (AD) Forest and Exchange infrastructure from production AD environment to speed deployment Provide third-party fax to service integration 10

11 Cisco Voice Messaging Environment - March 2003 Approximately 160 Octel Voice Messaging Systems 11

12 Cisco Voice Messaging Environment - Post Cisco Unity Deployment 45 Cisco Unity Systems Deployed Worldwide 12

13 Solution - Cisco Unity Solution Components Cisco Unity failover servers Cisco Unity Bridge servers + Bridgehead server Cisco CallManager cluster MS Active Directory Domain Controller/Global Catalog servers MS Exchange 2000 Message Store MS Exchange Message Routing servers Cisco IP Interactive Voice Response (IVR) servers Captaris Right Fax server 13

14 Solution - Cisco Unity Geographic Distribution Program Unity solution components are located in either data center or remote sites. Data center sites are core sites that host a complete Cisco Unity system. There are 10 data center sites worldwide. 14

15 Solution - Global Voice Messaging Numbering Plan Key goal: Standardized global voice messaging numbering plan to ensure alignment with global dial plan. Telephony and voice mail are now considered part of the same dial plan. Users press 8 plus seven digits to send voice messages. All mailbox addresses are now seven digits. San Jose is exception site: Users continue to call and address messages using five digits. 15

16 Solution - Centralized Voice Messaging Environment Cisco IT had successfully centralized Cisco CallManager in data center locations. The goal for Program Unity is to deploy Cisco Unity servers in same manner. Centralizing servers using Cisco CallManager with Survivable Remote Site Telephony (SRST) offered improved availability in the event of WAN failure. G711 codec selection ensured best possible voice message quality. 16

17 Solution Example - San Jose Data Center 17

18 Next Steps and Anticipated Results June 2004: Program Unity architectural design will be validated at several smaller sites with a centralized call and message processing environment. Implementation Phase 1: Validate global design solution at smaller production sites before San Jose and RTP campus site migration. Anticipated results include validation of global design solution and obtaining feedback to guide future deployments. Learn from the initial voic deployment, and prepare for full Unified Messaging deployment when Microsoft Exchange 2003 and Outlook 2003 are available. 18

19 To read the entire case study, or for additional Cisco IT case studies on a variety of business solutions, visit Cisco on Cisco: Inside Cisco IT 19