managing ip telephony and unified communications as a business service
DESCRIPTION
Are you looking for a network management solution to manage your IP telephony and unified communications infrastructure? In this session, you’ll learn about the key challenges and explore use cases of how the HP solution can help you across the IP telephony lifecycle. This detailed technical session will show you how HP Network Node Manager i with ClarusIPC Plus+ enables you to monitor and troubleshoot IP telephony and unified communications issues, service performance, change detection, and proactive testing to ensure impeccable service availability of network, voice, and unified communications services for your business users.TRANSCRIPT
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
Performance Monitoring
•Debug incident & regression test - reduce MTTR
Problem Management
•Reporting on assets, configuration, compliance
Asset Management
•Proactive notification of user impacting service outages
Service Availability
•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
Performance Monitoring
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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
Performance Monitoring
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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
Service Availability
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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.
Service Availability
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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®
Performance Monitoring
Problem Management
Asset Management
Service Availability
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 2800 Series Integrated Services Routers
Cisco 2600 Series Multiservice Platforms
Cisco 1800 Series Integrated Services Routers
Cisco 1700 Series Modular Access Routers
Cisco AS5800 Series Universal Gateways
Cisco AS5400 Series Universal Gateways
Cisco AS5300 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)
All Cisco IOS routers that can run the
CCME service.
Survivable Remote Site Telephony (SRST)
All Cisco IOS routers that can run the
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
Supports Communication Manager software/Firmware version 4.x/5.x on the
following servers :s8500 & s8300
H.248 Media Gateways
Supports Communication Manager software/Firmware version 4.x/5.x on the
following media gateways:G250, G350, G450, & G700
Port Network Media Gateway
Supports Communication Manager software/Firmware version 4.x/5.x on the
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 2002
NORTEL IP PHONE 2004
NORTEL IP PHONE 2007
NORTEL IP PHONE 2033
NORTEL IP PHONE 1110
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
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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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