Managing Voice Services VoiceCon March 7, Brian Gollaher Director, Product Management CA, Inc.

Transcription

1 Managing Voice Services VoiceCon March 7, 2007 Brian Gollaher Director, Product Management CA, Inc.

2 What is Voice Management? Service Availability Management Network Management - Network Fault & Performance - Network Configuration Management - CoS/QoS Management - Network Traffic Analysis - Voice Quality Reporting (MOS Scores) Tools for Voice Services and Applications - Capacity Planning Tools - Network Voice Assessment Tools - CSCP, SIP, H.323 Protocol Monitors - VoIP Test and Measurement Products - Voice Security Gateways Voice System Management - Event, Performance, Capacity & Config Management for: - IPT systems and Unified Messaging - Traditional and PBXs and Voice Messaging - Call Center Products

3 Stages of the VoIP Life Cycle Baseline the Traditional PBX Conduct a Pre-Deployment Assessment Begin the Trial Manage the Roll-out Managing Voice Services Manage the Addition of New Services & Apps

4 Baseline Analysis of the Legacy System - What is the traffic usage? - Have you over provisioned trunks or ports? - What are the system trends? - What features are available to the users? - What is the system performance? - Set expectations in advance!

5 What Are The System Trends? Is there a reason for overflow? Is all trunks busy normal for this time of day?

6 Pre-Deployment Network Assessment - Inventory and schematic - Simulation before testing - New infrastructure - Add bandwidth - Deploy VLANs - CoS/QoS and Queue selection - Verify with Assessment Testing How much voice traffic can the network support? What network links and hardware require upgrades? How do I see the difference in Multiple vendors? How much bandwidth do my critical applications need for quality?

7 Beginning the Trial The Case for Service Assurance Requires Comprehensive Management - Network Management - Service Management (DHCP, DNS, TFTP, etc.) - Application Management - VoIP Quality Monitoring What does the user perceive? - Troubleshooting IP or Legacy Problem? - Performance Validation - Feature Validation

8 Tools for Measuring Voice Quality - Active testing deploy tools that stress the network and/or simulate active voice traffic. Provides both voice quality and network performance metrics. - Passive testing monitor actual RTP traffic on the network and report call quality by MOS score.

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10 Managing the Roll -Out Requires Continued Monitoring & Management - Network Management - Service Management (DHCP, DNS, TFTP, etc.) - Application Management - VoIP Quality Monitoring - Trouble Shooting - Resource/Capacity Management - Policy Management

11 Capacity Analysis - Voice systems - What is my busy hour traffic? - What is the grade of service provided? - Network - Predictive capacity planning what if scenarios - When to upgrade/downgrade facilities on the network Capacity analysis ensures that resource expense is optimized - Cost containment vs service levels

12 Policy Management - Going beyond SNMP alarms - Watch out for PBX/IPT system degradation of service issues - Is network performance unusual compared to normal behavior? Time is Unacceptable = 15 min. % Utilization Time Time Window = 1 hour Upper Threshold Baseline Lower Threshold = User Defined

13 Managing Voice as a Service Services Dashboard Topology View Alarm Detail TLS Service Digital Services Network Transport Impact Analysis Event Correlation Root Cause Health of Infrastructure Routers, Switches, Voice, etc % Utilization Time Alarms Events Faults Brownouts Trending & Analysis Data Collection Network infrastructure MOS scores Jitter, voice quality testing QoS policies, voice CoS Network Health Services Availability Historical Performance Situations to Watch E2E Service Level Reporting QoS reporting

14 Plan for New Application Roll-Outs - What applications will the enterprise roll-out in the next few years? - Voice and collaboration tools - SAP or contact center applications - Presence applications like Cisco Unified Presence Server or Avaya Converged Communications Server - How will new applications affect bandwidth utilization? - Are proper classes of service in place? - Capacity planning becomes a critical component.