unity voice messaging - cisco · networked voice mail to all users during migration program unity...

© 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)


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


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.


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.


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


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


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)


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)


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


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


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


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


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


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


Q and A


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

Resourceshttp://www.cisco.com/go/ciscoitCisco

Resourceshttp://cisco.com/en/US/ordering/index.shtmlCall

unity voice messaging - cisco · networked voice mail to all users during migration program unity...

Documents