Cisco s Internal IP Telephony Deployment Marc Holloman Cisco-IT Global Operations Manager 1
Agenda Cisco s Network Environment Cisco s Telephony Environment Retrofit Process Architecture IPT Cost Savings for Cisco IT Lessons Learned 2
Cisco s Intelligent Network Infrastructure Network Philosophy Cisco on Cisco Network is an enabling technology Be prepared for the next applications Showcase Cisco technology in production Be architecturally and fiscally responsible Enable and exert operational excellence 3
Enterprise Network Convergence Voice Video Data Storage Telephone Network Broadcast Network IP Network Storage Area Network 4
Enterprise Network Convergence Voice Video Data Storage Telephone Network Broadcast Network IP Network Storage Area Network 5
Cisco s Intelligent Network Infrastructure Network Fast Facts Capability: Users: > 50,000 Locations: Remote Users: > 30,000 Extranet: Cisco.com Site: Designed to support any IP Application > 400 in > 50 countries > 160 Extranet Sites > 92% revenue, 350-450 hits/sec, and > 70% of Support Issues Resolved 6
Cisco s Intelligent Network Infrastructure Optimize for Latency: Prior US WAN Kanata Chelmsford San Jose Raleigh 256 Kbps 384 Kbps 512 Kbps 768 Kbps T1 Frame T1 Eng. ATM IMA DS-3 OC-3 Average Circuit Length 1800 Miles 7
Cisco s Intelligent Network Infrastructure Optimize for Latency: New US Network YOW DEN ORD NYC SJC RDU US 2002 to 2004 DFW ATL Bandwidth x 6 Optimal Latency Maintain Costs Average Circuit Length 250 Miles 8
Cisco All Packet Network (CAPNet) Cisco All Packet Network (CAPNet) Global Map Amsterdam India Hong Kong Tokyo Redwood City San Jose Denver Chicago Kanata New York RTP Dallas Atlanta London Singapore CAPNet 2004 Sydney Gigabit Ethernet OC12 Cisco Facility OC3 AT&T Co-Location Facility DS3 C&W Co-Location Facility Equinix Co-Location Facility UPDATED: June 3, 2004 9
Telephony at Cisco Where we were Five years ago: All Lucent/Nortel infrastructure Where we are now Cisco global: 54,500+ IP telephones 234 IP telephony sites Where we are going Replacing all non-cisco voicemail solutions with Cisco Unity Consolidating Cisco CallManager servers through centralized call processing 10
Global IP Telephony Implementation A Brief History In late 1999, IT began migrating the existing PBX systems to a converged voice and data network Primary goals IP phones everywhere/competitor displacement Infrastructure preparation High availability LAN with QoS and inline power (c6k) Cookie cutter design for expedited deployment Convergence of voice and data teams Mix of formal and informal training and skill pollination 11
IPT Deployment Initiatives Be Cisco s best first customer Show worldwide leadership in the deployment of Cisco IP Telephony solutions Lead new world Internet enabled communications solutions IP Telephony Solutions (Cisco CallManager) Unified Messaging Solutions (Unified Messaging) Intelligent Contact Management Solutions (ICM, IPCC) Develop an infrastructure to support the rapid, global deployment of existing and developing IP telephony technologies Develop global standards and procedures to support product ordering, implementation and support 12
Business Drivers Lower cost of operations, greater economy, and lower total cost of ownership provided by: Leveraged Common network infrastructure investment Optimized staff for common voice, data, IT operations Increased productivity, mobility, resiliency provided by: Improved ability to support mobility, teleworkers, corporate acquisitions and new site turnups at a lower cost and with greater responsiveness Ability to achieve greater agility, economies of scale, and resiliency using centralized call Processing, and PSTN gateway resources Ability to dramatically reduce and integrate common operation (desktop, IT, voice) related to employee and department moves, adds, and changes Ability to more easily extend of productivity benefits of new IT applications to all Cisco employees end to end IP Communications infrastructure 13
Overall Plan and Steps Involve key stakeholders, ownership and business users to focus on business related initiatives for change and the plan Maintain clear objective to deliver of seamless migration experience to clients, with additional benefits to be provided with converged voice technology services Development of a clear roadmap and plan, and communication of the plan throughout the enterprise Development of management and technology teams to drive change and processes related to planning, design, implementation and operations 14
Campus Retrofit Process Three ways to receive IP phone New employee Move Building retrofit LAN infrastructure Catalyst 6500 switch, inline power Aux VLANs QoS implementation Staged migration One building per week Prepare to lose EPN PBX Cisco CallManager tie lines 15
Pre-AVVID Architecture Octel Net Octel VM PPNs EPNs EPNs EPNs PSTN EPNs EPNs EPNs 16
Cisco CallManager Coexists Octel VM Octel Net Cisco CallManager Cluster EPNs EPNs EPNs PSTN EPNs EPNs EPNs 17
PBX Removed Octel Net Unity Bridge Octel VM Unity Cisco CallManager Cluster PSTN 18
Unified Messaging 100% Cisco Solution E2K and AD Backend Mail Store for E-mail and Voicemail Unified Messaging Octel Net Cisco CallManager Cluster PSTN 19
Original Field Office Architecture Before SRST Distributed Cisco CallManager not cost effective for extending IP telephony to small/medium branch offices Cisco CallManager Applications Server Applications Server Cisco CallManager Cluster A 7200 WAN PSTN 2600/3600 Small/Medium Branch Not Cost-Effective High Risk Headquarters Centralized Cisco CallManager solution provides no backup telephony features when WAN link fails 2600/3600 Small/Medium Branch 20
Current Field Office Architecture After SRST Access to same IP apps and Cisco CallManager features as HQ Same look and feel as HQ Centralized management and IT support Backup IP telephony features if WAN link fails X Cisco 3745 or 7200 w/srst Medium Branch 48 Users Applications Server Cisco CallManager Cluster A 7200 WAN Cisco 3640 w/ SRST Small Branch 24 Users PSTN Headquarters Catalyst 4224 w/ SRST Micro Branch 24 Users 21
Centralize IPT (CCP/SRST) Centralize Call Processing and Survivable Remote Site Telephony EMEA One CCP/SRST Cluster Two Standalone Cisco CallManagers Due to Latency SJC RTP Boxborough London Amsterdam Brussels Dubai India Tokyo Hong Kong Singapore Johannesburg Americas RTP to serve all Southeast US and South America BXB to serve all Northeast US and Canada San Jose to serve all Western US, Central US and Mexico Sydney 22
Architecture Central Site "HUB" Cluster Medium FSO "SRST" Site Local Trunking 3660 6509 TFTP/ Publisher Backup Subscriber Active Subscriber 3640 Small FSO "SRST" Site 3524 Local Trunking PA1-A PA1-B IPIVR-A Unity-A Unity-B Backup Subscriber Active Subscriber PA2-A PA2-B Local and Long Distance Trunking T-1 / E-1, Conferencing, Transcoding and MTP Resources 3660 3524 Remote "SRST" Site Local Trunking 23
IPT Cost Saving Areas Reduce cost associated with MACs Reduced infrastructure expense for new sites Eliminated legacy PBX maintenance costs Substantial savings in remote site networking equipment costs with centralized call processing deployment model Reduction in international and domestic inter-office calling charges Reduction in the number of external communication lines Shifts IT staffs focus from administrative to value added Improved productivity of consolidated voice and data help desk 24
Key Project Lessons Learned Voice is only as good as the network it runs on High-availability network design End-to-end QoS, security Watch for surprises: modems, faxes, operator consoles, call center apps, special in-country ISDN signaling No easy cookie-cutter for voice designs Detailed designing needed right through to implementation Voice is a service, Cisco CallManager is an application running on servers they need to be managed Close cross-functional voice and data teaming Identify management tools requirements: reporting, monitoring, alerting, provisioning, administration, capacity planning, etc. 25
More Lessons Learned Strategic placement of equipment Servers placed in diverse data centers on campus, equally balancing load and fail over redundancy. UPS and generator backup Gateways placed in NOCs (Network Operation Centers) for diverse routing from the local and long distance providers. UPS and generator backup. Establish relationships Each organization and group has something to bring to the solution: Telephony help guide and educate the customer requirements into the design and functionally LAN must realize sensitivity of voice traffic, help provide stable infrastructure NT/Win2000 provide help in management of application resources 26
Lessons Learned for Future Deployment Study customer usage Understand usage pattern and requirements of the business. Each department and group uses telephony in different ways Study current voicemail Understand voicemail requirements and which options are required and which ones are obsolete, and which ones are better suited in a different platform Study current PBX trunking Understand grade of service being provided, engineer solution to aggregate traffic and trunking together to take advantage more efficient and cost-effective solution 27
Lessons Learned for Future Deployment Study dial plans In large enterprise solutions, fully understand existing dialing plan requirements (and caveats) to help in the transition to Cisco CallManager routing Understand network infrastructure Re-examine existing LAN Infrastructure to ensure ready to deploy voice Standardize across Cisco CallManagers In a multicluster environment, standardization between systems help in administration, troubleshooting and problem resolution Change management process Implement a sound change management process to ensure service stability. This is also very useful as an audit trial in problem isolation. This is a must have for successful IPT deployments 28
Key Takeaways IP telephony-ready infrastructure comes first: Low latency, QoS, in-line power, high availability, secure Centralize to maximize benefits Centralize to simplify VoIP configurations => increase savings Plan your dial plan! Voice service support and management is key 29
Q and A Session Number 30
More IP Telephony Resources Case Studies IP Telephony - http://wwwin.cisco.com/it/technology/at_work/ipt-cs.shtml IP Contact Center - http://wwwin.cisco.com/it/technology/at_work/ipcc-cs.shtml Video - http://wwwin.cisco.com/it/technology/at_work/vid-cs.shtml Operational Practices and Design Guides IP Telephony - http://www.cisco.com/en/us/about/ciscoitatwork/case_studies/ipcommunications_dl0.html Video - http://www.cisco.com/en/us/about/ciscoitatwork/video_op.html Design Guides - http://www.cisco.com/en/us/netsol/ns340/ns394/ns165/ns391/networking_solutions_design_gui dances_list.html Call to get Product, Solution and Financing Information 1-800-745-8308 ext 4699 Order Resources http://cisco.com/en/us/ordering/index.shtml 31
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