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© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1
Unity Voice MessagingCisco on Cisco Technology Tutorial
David Neustedter
Network Engineer, Cisco IT
James Trimble
Network Engineer, Cisco IT, (Host)
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 2
Challenge: Integrating Voice and Data Technologies Across the Global Network
Cisco Unity includes several technology components: CCM/CCP, voice messaging interoperability, Active Directory, and Exchange. Integrating these technologies on a global scale is one of the biggest challenges facing the IT Infrastructure organization, requiring a complement of specialized skills and tight alignment through planning and communicationMet challenge by creating strong cross-functional team, leveraging competencies in existing technology group areas
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 3
Solution: Global Voice Messaging Numbering Plan
Key goal: Standardized global voice messaging numbering plan to ensure alignment with global dial plan; although not a requirement of the Unity program, Cisco IT also took advantage and collapsed Cisco Call Manager: CCM Clusters into a Centralized Call Processing environment before Unity migrations occurredTelephony and voicemail now share a common dial plan. Unity subscribers can be addressed using 7 digits for any user globally. All mailboxes now have the same 8 digit (prefix of 8 + 7 identifying digits) as extensions within the telephony dial plan which enables seamless call transfers globally from any Unity system. San Jose Campus users can be addressed using only 5-digits from anywhere in the globe. With the upgrade to the next version of Unity, site-specific abbreviated subscriber identification (4 or 5 digit) will be supported on all sites worldwide as a result of IT feedback into the Unity product. All North American users can also be addressed using their full10-digit external number.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 4
Challenge: Maintaining Availability of Networked Voice Mail to All Users During Migration
Program Unity team determined early on that a global flash cut was not a viable migration strategyThe more realistic strategy was to convert 75% of users (starting with larger sites) and then finish with smaller sitesCisco Unity Bridge is a tool for Octel-to-Unity voice messaging interoperability. Team centrally provisions voicemail accounts on a single Unity Bridgehead system during migration from Octel to UnityThe Unity Bridge has been phased out with all non-production or acquisition integrations now being handled by VPIM.
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 5
Cisco Voice Messaging Environment184 Octel Systems
Corporate, Americas, Latin America and Canada
• 140 Octel Aria Systems• 4 Standalone Cisco Unity Systems
Europe, Middle East and Africa
• 25 Octel Serenade Systems• 7 Standalone Cisco Unity Systems
Asia-Pacific, India, Japan• 19 Octel Serenade Systems• 2 Standalone Cisco Unity Systems
San Jose Data Center
Richardson
Boxborough
Research Triangle Park
Octel Voice Messaging
Amsterdam
Dubai
India
Beijing
Tokyo
Singapore
SydneyJohannesburg
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 6
Cisco Voice Messaging Environment: Post Unity Migration49 Cisco Unity Systems
Europe, Middle East and Africa
• 8 Cisco Unity Systems in 3 Locations
Asia-Pacific, India, Japan• 5 Cisco Unity Systems in 5 Locations
Corporate, Americas, Latin America and Canada
• 26 Cisco Unity Systems in 4 Data Centers• 16 SJ Cisco Unity Systems (Includes 4
Cisco Unity bridge Servers and 1 Cisco Unity Bridgehead Server
San Jose Data Center
Richardson
Boxborough
Research Triangle Park
Cisco Unity Voice Messaging System
Dubai Tokyo
Singapore
SydneyJohannesburg
Amsterdam
Bangalore
Hong Kong
Call Manager
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 7
Solution: Initial Cisco Unity Solution Components
Cisco Unity failover serversCisco Unity Bridge servers + Unity Bridgehead serverCisco CallManager/CCP ClustersMS Active Directory Domain Controller/Global Catalog serversMS Exchange 2000 Message Store serversMS Exchange 2000 Message Routing serversCisco IP Interactive Voice Response (IVR)Telephony Number Management (TNM)Unity Management Application (UMA)Distribution List Manager (DLM)Cisco PCA Redirector (CPCAR)
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 8
Solution: Current Cisco Unity Solution Components
Cisco Unity failover serversCisco Unity Bridge servers + Unity Bridgehead serverCisco CallManager/CCP ClustersMS Active Directory Domain Controller/Global Catalog serversMS Exchange 2003 Message Store serversMS Exchange 2003 Message Routing serversTelephony Number Management (TNM)Unity Management Application (UMA)Distribution List Manager (DLM)Cisco PCA Redirector (CPCAR)
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 9
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 twelve data center sites around the globe
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 10
Solution: Architecture Summary
Consolidate from 184 Octel systems to 49 centralized Cisco Unity voice messaging systems with further consolidation in progress
New global voice calling and messaging dial plan
Cisco Unity Bridge preserves networked voice mail during migration
Use separate Microsoft Active Directory (AD) Forest and Exchange infrastructure from production AD environment to speed deployment
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 11
Solution: Migration Summary
Preserving sending networked voice messages required careful planning and testing during each site’s cutover
Scheduling sites requires planning to allow for sufficient feedback and tinkering of the process between site migrations before you tackle your largest or most critical sites, but once the migration process is optimized, you can cut over as many users as your support organization can handle at a time
Planning for dealing with public distribution lists is an important factor in your migration strategy for large Enterprise customers
Taking the time to clean up your user information that will be used for the voice messaging directory before importing it avoids many migration errors
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 12
Solution: Training Summary
Training strategy: Scalable, with a variety of training materials available to end users on demand
End-user training: Modular, Web-based training, recommended according to user roles
User learning aids: Badge cards, quick reference guides, user manual
Executive Assistant workshops: Mandatory instructor-led training for this power user audience
Localization: Training delivered in multiple languages in theatre
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 13
Solution: Communications Summary
Communications Strategy: Sourced global communications at program level, with local distribution by implementation teams
Global Communications Plan: Detailed global plan reflecting user feedback on communication preferences
Executive Sponsorship: Employed to build awareness of and drive adoption of Unity Voice Messaging
Communications Vehicles: Used a variety of vehicles, including Websites, email, voice messages, posters, flyers, badge cards
Feedback Mechanisms: Established a variety of channels, including email aliases, focus groups, surveys, Website
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 14
Program Unity ROI Overview
Overall ROI period of 36 months based on Capital Expenses
– $12.3M initial costs divided by $4M annual savings
– $4M of initial costs was Unity software and server costs
– Remainder was one time integration and service costs
Annual savings of $4M from Operational Expense reductions (mostly support costs)
Includes co-existence of Octel and Unity networks and associated expenses for migration period of 13 months
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 15
Q and A
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 16
Further Resources
http://www.cisco.com/go/ciscoit
Cisco on Cisco Website
Order Resourceshttp://cisco.com/en/US/ordering/index.shtml
Call to get Product, Solution and Financing Information1-800-745-8308 ext. 4699
© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 17