Managing IP telephony and unified communications as a business service

1 ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Managing IP Telephony and Unified communications as a Business Service

Kenneth Gott, Product Marketing Manager, HP Software

Gurmeet Lamba, SVP, Engineering, Clarus Systems

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Business Service Management

Monitor the end user service experience: quality, performance ?

Detect problems proactively and reduced time to repair, meet SLA commitments ?

Track deployed assets – inventory, configuration, compliance ?

Manage IT costs based on data driven measurements ?

‘… a methodology for monitoring and measuring information technology (IT) services from a business perspective ….’

-Wikipedia

Voice is unique. Can it be managed as a business service ?

Monitor service availability – all features working ?

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All the right pieces are in place …

Managing ‘Voice’ as a Business Service

VoIPVoice and Data Convergence

Unified Communications (UC)

Communication Apps Convergence

Processes Frameworks People

IT & Voice Organization Convergence

Integrated Management Technology

Service Management Convergence

ITIL

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Enterprise IP Network

Infrastructure

IP Telephony Infrastructure

IP Telephony

Service

Clarus IPC

Network Automation

iSPI IP Telephony

NNMi

iSPI IP Telephony

iSPI Performance

iSPI IP Telephony/Clarus IPC

iSPI NET

Clarus IPC+ Use cases applicable

only for Cisco IP Telephony

HP Software Automated Network Management for IP Telephony

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HP Software Automated Network Management for IP Telephony

Change and Configuration

• .IPT Service Change and configuration (Clarus IPC)

• IPT Service/User Provisioning (Clarus IPC)

• Network Change & Configuration Management (HP NA)

Fault and Availability Management

• IPT Infrastructure Monitoring (iSPI IPT)

• IP Telephony Service health and availability (iSPI IPT)

• Network Fault and Availability (NNMi)

Performance Management

• Voice Quality Monitoring (iSPI IPT)

• IPT Traffic Analysis (iSPI IPT)

• Gateway Statistics (iSPI IPT)

• Service Performance & Reporting (iSPI IPT)

• Service usage reporting (iSPI IPT)

• Network performance metrics (iSPI Metrics)

• Network Traffic Analysis (iSPI Traffic)

• End to End Quality Assurance (iSPI QA)

Service Testing/Diagnostics

• IPT Infrastructructure Triage and Diagnostics (iSPI IPT)

• Active Testing- Nightly Health Check (Clarus IPC)

• On Demand Service Testing/Remote Hand/Help Desk (Clarus IPC)

• Network Infrastructure Triage and Diagnostic (iSPI NET)

End to End IP Telephony Monitoring

Clarus IPC+ Use cases applicable only for Cisco IP Telephony

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IPT Solution 7.53 vs. IPT Solution 9.00

7.53 9.00

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Business Use Cases

Performance Monitoring

Problem Management

Asset Management

Service Availability

IT Cost Management

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Managing IP Telephony & UC as a Business ServiceEnd User Service Focused, Data Driven, Domain Specific Tools/Technology

•Measure service performance and drill down analytics


•Debug incident & regression test - reduce MTTR

Problem Management

•Reporting on assets, configuration, compliance

Asset Management

•Proactive notification of user impacting service outages


•Resource optimization. IT Automation, Tools consistency across IT skill sets

IT Cost Management

-MOS / QOS-Peak Call Volume-Server/Network Capacity Utilization

-Incident details: signaling, failure codes, configuration changes …-Co-relation: Servers, N/W, CDR

-Phones, gateways inventory-Detailed Configuration-Changes to Configuration

-Trunk / Gateway Utilization-Under-Utilized Phones

-Phone Registration Status-Call Permissions (eg I18n)-Call routing: inter/intra branch …

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Voice quality monitoring (QoS/MoS)

– Challenge encountered:− Dial-tone is there, Call is established but

voice is not clear/broken between the two IP

phones

– Solution:− LowQoS call incidents gets generated (even

before the user could actually call the

support) – one from each side of the call

− Launching the voice path between the two

phones/extensions, helps in troubleshooting

the issue; by letting the user know network

path (through which voice travels) between

two phones

− User can also launch the QA reports of

RTT/Jitter/MOS etc between the voice path

of the phones to understand the path health

− Metric SPI path health report can also be

launched to observe the ifUtil and etc


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Analyze the overall heat in the VoIP network

– Challenge

encountered:− User wants to

analyze the number

of calls and their

duration for a period

of one week

– Solution:− Launch the Cisco

CDR Heat chart

report to see the

behaviour of overall

VoIP network


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End User Reports Issue: ClarusIPC® Help Desk

– Challenges

encountered:− End user complains phone is not

working properly

− It is difficult to know if the phone

configuration is proper or the

source of the problem

– Solution:− Select the phone in NNMi phone

inventory.

− Launch Clarus Help Desk

− Compare the Trouble phone

configuration against a Reference

phone (or previous version)

− View any discrepancies between

and correct

Problem Management

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End User Reports Issue: ClarusIPC®

Remote Phone Control

– Challenges encountered:− Remote user reports phone problem and it is

costly and time consuming to dispatch an

engineer to his location

− End user is not available to help troubleshoot

problem

– Solution:− Select the phone in NNMi phone inventory.

− Launch Clarus Remote Hands

− Replicate the reported problem using their

phone

− Once fixed, remotely verify

Problem Management

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Unable to Place a Call Across Sites

– Challenge

Encountered:− User in California (Head-

quarters) can not call a user

in Texas (branch office)

• Solution:

− Incident for GK-controlled ICT

registration state change

− Drill down to the incident and

the ICT shows that H.323

endpoints (call managers)

have a count of 0 for the

controlling gatekeeper (GK)

device

− Hence, no remote site

connectivity

Problem Management

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Accurate count/configuration of Devices: ClarusIPC® Configuration Management

– Challenges

encountered:− System configuration changes over

time and no one is keeping track ?

− Need accurate ‘as built’

documentation of IP Telephony

deployment

– Solution:− Alert in NNMi flags non-compliant

change to configuration: routing,

phones, enterprise parameters …

− Link leads to ClarusIPC dashboard

showing details including before /

after.

− Automatic reporting archives daily

device counts, distribution and

detailed configuration

Asset Management

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User Needs to Keep Track of his Voice Gateways

– Challenge

Encountered:− User wishes to know all

the available Cisco voice

gateways and their

associated call servers

– Solution:− Cisco Voice gateway

inventory and details

forms showing Voice

interfaces and their

channels

Asset Management

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Early Morning Fire Fighting: ClarusIPC®

Nightly Health Check Testing

– Challenges encountered:− Voice service outages are occurring in

the morning when users first arrive at

the office.

– Solution:− Execute Automated Testing: Nightly, off-

hours service availability validation to

proactively detect end-user impacting

problems before it’s too late.

• Make/receive calls

• Voice mail access

• Conference Bridges

• Phone features like Call park,

transfer, hold ….

− NNMi shows alerts if tests fail


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Make Sure My Call Controllers Are Always up and Running?

– Challenge

Encountered:− User wishes to know all the

available Cisco CMs,

CCMEs and SRST routers.

– Analysis/Solution:− Cisco Call controller

inventory shows all the

Cisco CM, SRST, and

CCME devices.

− It shows their corresponding

status, version and Cluster

IDs and associated IP

Phones.


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IT Manager Needs to Respond to Tightening Budgets

– Challenges encountered:− Am I over-provisioned and paying for

resources / licenses that are not being

utilized ?

− How can I utilize my IT staff more

efficiently ?

– Solution:− Link from NNMi to ClarusIPC reports

gives views of under-utilized resources:

phones, gateways etc.

− ClarusIPC Help Desk and Remote Hands

enable Tier 1 IT staff to handle complex IP

Telephony problems.

− Automating all testing rather than sending

IT staff to remote sites using

NNMi/ClarusIPC.

IT Cost Management

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Huge Bill from the Service Provider: Gateway Usage Optimization

– Challenges encountered:− All my calls are routing through PSTN

gateway.

– Solution:− An incident gets generated when a usage

state of the Ckt Switched iface changes

− Drill down to the incident takes you to the

Ckt Switch channels for the Ckt switch

interface

− Drill down to the voice gateway device

which shows you oper, reg and usage

state of the voice interfaces

− This usage state helps in knowing whether

optimal utilization of voice interfaces

happens in the network or not

IT Cost Management

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Yes, ‘Voice’ Is Unique ….. But It Can and Should Be Managed as a Business Service

HP Software Automated Network Management for

IP Telephony: HP NNMi & ClarusIPC®


Problem Management

Asset Management


IT Cost Management

Voice and Data Convergence

Communication Apps Convergence

IT & Voice Organization Convergence

Service Management Convergence

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IPT Device Support - Cisco

Cisco Unified Communications Manager (Call

Manager)

5.x, 6.x and 7.x

Voice Gateway

Cisco 7500 Series Routers

Cisco 7200 Series Routers

Cisco 3800 Series Integrated Services Routers

Cisco 3700 Series Multiservice Access Routers

Cisco 3600 Series Multiservice Platforms


Cisco 2600 Series Multiservice Platforms


Cisco 1700 Series Modular Access Routers

Cisco AS5800 Series Universal Gateways



Cisco VG200 Series Gateways

Cisco VG 224 and Cisco VG 248

IP Phone

Supports IP phones running on the SIP and SCCP (or

Skinny) protocols. Supports Cisco IP Communicator

Soft Phones.

Gatekeeper

All Cisco IOS routers that can run the

Cisco H.323 Gatekeeper service with

CISCO-GATEKEEPER-MIB.

Voice Mail

Unity 5.x or greater

Cisco Call Manager Express (CCME)


CCME service.

Survivable Remote Site Telephony (SRST)


SRST service.

Intercluster IP Trunk

Gatekeeper controlled intercluster trunks

and non- gatekeeper controlled intercluster

trunks.

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IPT Device Support - Avaya

Avaya Communication Manager

Supports Communication Manager software/Firmware version 4.x/5.x on the

following servers : s87xx , s85xx, s84xx, & s83xx

Avaya Local Survivable Processor


following servers :s8500 & s8300

H.248 Media Gateways


following media gateways:G250, G350, G450, & G700

Port Network Media Gateway


following port network media gateway:G650

IP Phones

Communication Manager software/Firmware 4.x/5.x compliant IP phones.

The supported protocols include SIP and H.323.

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IPT Device Support - NortelNortel Communication Server

Nortel Communication Server 1000E

Nortel Communication Server 1000M

Nortel Communication Server 1000S.

Nortel Call Server

Models running the software version 5.x

Signaling Server

Models running the software version 5.x

Media Gateways

Media Gateway Controller Card (MGC) with DSP daughter boards, Media

Card (MC), Voice Gateway Media Card (VGMC); MC 32 and MC 32S cards are

supported in the MC or VGMC category

IP Phones

NORTEL IP PHONE 2001






NORTEL IP PHONE 1140E

NORTEL IP SOFTPHONE 2050

MULTIMEDIA CLIENT

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Key Contacts/Resources AMS (New Jersey)Rich Caputo: NMC VC Lead / [email protected]

APJ (Australia)Damian Maxwell: NMC VC [email protected]

EMEA (Germany)Helmuth Langenheim: NMC VC [email protected]

APJ(Japan)Toshiuki [email protected]

Product Manager (India)Anil A. [email protected]

NNMi Portal:

www.hp.com/go/nnmi

NMC Sales Portal:

http://h20229.www2.hp.com/sales/protect

ed/portfolio/centers/network-management-

center/index.html

NMC Blog:

www.hp.com/go/nnmblog

HP Customer Reference Program

http://reference2win.corp.hp.com/Default.a

spx

Clarus Systems Member of HP Enterprise Management Alliance Program

Contact: [email protected] NNMi–ClarusIPC Portal:

http://h20229.www2.hp.com/partner/isv/ClarusSystems_prod1.jsp

mailto:[email protected]






http://www.hp.com/go/nnmi

http://h20229.www2.hp.com/sales/protected/portfolio/centers/network-management-center/index.html






http://www.hp.com/go/nnmblog

http://reference2win.corp.hp.com/Default.aspx

http://reference2win.corp.hp.com/Default.aspx




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Q&A

26 ©2010 Hewlett-Packard Development Company, L.P.

To learn more on this topic, and to connect with your peers after

the conference, visit the HP Software Solutions Community:

www.hp.com/go/swcommunity

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Managing IP telephony and unified communications as a business service