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Implement Phase Details Page

Implement Phase

This phase varies depending on the company's approach, but typically lasts between 3 and 12 months.

TECHNICAL TRACK

GOAL: This is all about progressing from testing Cisco Unity in a very controlled lab 
      environment all the way through until the last subscriber is cut over.

T4.1 Why Create a Project Plan

      T4.1.1 Develop a project management plan.
           T4.1.1.1 Flash or Phased cut?
           T4.1.1.2 Identify project leaders.
                T4.1.1.2.1 Who is the ultimate decision maker?
                T4.1.1.2.2 Who has input into the decision making process?
                T4.1.1.2.3 How will you resolve deadlocks?
           T4.1.1.3 Define minimum requirements to move to next phase.
      T4.1.2 Determine Project Schedule
           T4.1.2.1  Per-site schedule
                T4.1.2.1.1 What are the minimum requirements to move on to the next site?
      T4.1.3 Develop Resource Plan.
           T4.1.3.1 Who needs to be where when?
      T4.1.4 Identify Risks and Risk Mitigation Plans.
           T4.1.4.1 Go/No Go Decision points
           T4.1.4.2 Develop Escalation Plan.
                T4.1.4.2.1 Define technical escalation procedures.
                     T4.1.4.2.1.1 What is your escalation path?
                     T4.1.4.2.1.2 Will escalation resources be local or remote?
                T4.1.4.2.2 Define management escalation procedures.
                     T4.1.4.2.2.1 Who are your escalation points?
                T4.1.4.2.3 Define change order escalation procedures.
                     T4.1.4.2.3.1 Have emergency change management approval/process in place.
           T4.1.4.3 Identify key business units.
                T4.1.4.3.1 Create prioritized list.
           T4.1.4.4 Identify key subscribers.
      T4.1.5 Develop communications plan.
           T4.1.5.1 Define project visibility status meetings and procedures.
           T4.1.5.2 Define project visibility progress reports and procedures.
           T4.1.5.4 Determine end-user communication procedure.
                T4.1.5.4.1 Create designated go-to people per department.
                T4.1.5.4.2 Web content
                T4.1.5.4.3 Drop sheets
           T4.1.5.5 Determine communication procedure surrounding escalations.
           T4.1.5.6 Define executive and technical email aliases.
           T4.1.5.7 Create list of key support personnel names, numbers and email addresses.
           T4.1.5.8 Determine user feedback mechanism -- how will you stay in touch with user community?
      T4.1.6 Internal kickoff meeting
           T4.1.6.1 Review Project Plan, Dates, Roles, and Responsibilities.
           T4.1.6.2 Review Communications Plan.
           T4.1.6.3 Review Escalation Plan.
           T4.1.6.4 Review Risks.
      T4.1.7 External kickoff meeting.
           T4.1.7.1 Confirm Project and Milestones Dates.
           T4.1.7.2 Confirm Project and Day 1 Cutover Roles and Responsibilities.
           T4.1.7.3 Review Communication Plan.
           T4.1.7.4 Review Escalation Plan.

T4.2 Thoughts on Staging the Solution

      T4.2.1 Hone the site-specific implementation plan. 
           T4.2.1.1 Define specifits of implantation strategy (flash or phased).
           T4.2.1.2 Produce hardware configurations for each site.
           T4.2.1.3 Produce software configurations for each site.
           T4.2.1.4 Produce hardware installation task checklist.
           T4.2.1.5 Produce software installation task checklist.
           T4.2.1.6 Produce a cut sheet for each site.
      T4.2.2  Install
           T4.2.2.1 Install and test new and upgraded circuits.
           T4.2.2.2 Install and test new and upgraded trunks.
           T4.2.2.3 Have spare hardware on site where possible.
           T4.2.2.4 Install core products.
                T4.2.4.4.1 Rack and stack equipment.
                T4.2.4.4.2 Install UPS.
           T4.2.2.5 Document serial numbers.
           T4.2.2.6 Load software.
                T4.2.2.6.1 Confirm against most recent version.
      T4.2.3 Configure
           T4.2.3.1 Network infrastruture
           T4.2.3.2 Cisco Unity
                T4.2.3.2.1 Legacy system MAC freeze date
                T4.2.3.2.2 System configuration
                T4.2.3.2.3 Subscriber information
           T4.2.3.3 Phone System integration
                T4.2.3.3.1 CallManager
                T4.2.3.3.2 Legacy Integration
                     T4.2.3.3.2.1 Configure Legacy PBX Line Cards
                     T4.2.3.3.2.2 Configure Analog Gateways
                     T4.2.3.3.2.3 Configure Legacy Dial Plan
                     T4.2.3.3.2.4 Configure TIE Signaling (QSIG) Features
           T4.2.3.4 Voicemail Integration 
                T4.2.3.4.1 Configure Networking Cisco Unity Bridge (AMIS VPIM Bridge).
                T4.2.3.4.2 Configure System Settings.
                T4.2.3.4.3 Configure Features / Class of Service.
      T4.2.4 Test
           T4.2.4.1 Develop a comprehensive test plan that includes at least the following:
                T4.2.4.1.1 Basic internal call flows to correct subscriber greetings (Bsy, RNA)
                T4.2.4.1.2 Basic external call flows to correct subscriber greetings (Bsy, RNA)
                T4.2.4.1.3 MWI On and Off
                T4.2.4.1.4 Message retrieval
                T4.2.4.1.5 Message forwarding
                T4.2.4.1.6 Transfers from Cisco Unity
                T4.2.4.1.7 Notification outcalls to both internal and external devices
                T4.2.4.1.8 Load testing
                T4.2.4.1.9 TRaP
                T4.2.4.1.10 Cisco Unity networking to other Cisco Unity servers
                T4.2.4.1.11 Cisco Unity networking to third-party voicemail systems (AMIS, Bridge, VPIM)
                T4.2.4.1.12 Cross-box login
                T4.2.4.1.13 Transfers and call flows from application specific Call Handlers
                T4.2.4.1.14 Fail over to secondary Cisco Unity server and retest.
           T4.2.4.2 Execute the test plan well in advance of Day 1 Cutover.
           T4.2.4.3 Resolve any call failures.
           T4.2.4.4 Check network for errors.
      T4.2.5 Monitor     
           T4.2.5.1 Start monitoring the solution for errors, warnings, alarms, etc.
                T4.2.5.1.1 May be able to prevent problems during Day 1 Cutover
           T4.2.5.2 Introduce the customer's staff to the monitoring process
                T4.2.5.2.1 Effective monitoring is critical to Day-2 success
T4.2.6 Subscriber Aclimation
          T4.2.6.1 Allow subscribers to access the new system - see below.


T4.3 Implementation  (Implement Phase Details Page)

      T4.3.1 Pre-cut procedures
           T4.3.1.1 Review hardware for warnings/errors.
           T4.3.1.2 Review hardware configurations.
           T4.3.1.3 Enable diagnostic traces.
           T4.3.1.4 Establish technical and executive conference bridges.
           T4.3.1.5 Create "tiger" teams for problem resolution.
           T4.3.1.6 Have emergency change management procedures in place.
           T4.3.1.7 Have access to system components readily available.
           T4.3.1.8 Have a way to send data to and receive data from outside parties.

      T4.3.2 Provide Implementation Support
           T4.3.2.1 Provide Helpdesk Support 
                T4.3.2.1.1 Prepare to staff for longer than expected.
           T4.3.2.2 Provide Onsite Technical Support per Implement Phase Details Page
                T4.3.2.2.1 Prepare to staff for longer than exptected.
           T4.3.2.3 Provide support for Receptionist.
           T4.3.2.4 Provide support for Executive Assistance.
           T4.3.2.5 Contact go-to team members on a regularly scheduled basis.
           T4.3.2.6 Keep in touch with end-user community.
           T4.3.2.6 Monitor the key business units/users identified earlier.

T4.4 Monitor

SUBSCRIBER PREP TRACK

GOAL: The focus here is on sequencing the communications and training and 
     differentiating the power users of voicemail from those that only use
    it casually. Also, just like the Technical, it is good to test out
     the training materials in a "lab" environment.

S4.1 Why Staff and End User is Important

      S4.1.1  Prepare for End-User Training 
      S4.1.1.1 Customize End-User Training
      S4.1.2 Conduct End-User Training  
      S4.1.2.1 Conduct technical training
      S4.1.2.2 Train Users on Self Help Tools.
      S4.1.2.3 Set customer expectations that first few days may be rocky.
      S4.1.2.4 Define potential problems and resolutions.
      S4.1.2.5 Review Help Desk and Go-To procedures.
      S4.1.3 Staff Training
      S4.1.3.1 Conduct staff training.
      S4.1.4 Access System During Staging
      S4.1.4.1 Subscriber Access
      S4.1.4.1.1 Open enrollment
      S4.1.4.1.2 System familiarity and practice
           S4.1.4.1.2.1 Normal users
           S4.1.4.1.2.2 Power users
           S4.1.4.1.2.3 Special requirements users
           S4.1.4.1.2.4 Executive level users
       S4.1.4.2 Staff Access
      S4.1.4.2.1 Administrative practice
      S4.1.4.2.2 Help Desk rehersal
      S4.1.4.2.3 System monitoring and maintenance

S4.2 Staff Training IT Admin and Help Desk  (Day 2)

           S4.2.1 Prepare for IT Admin and Helpdesk Training based on plans developed earlier in the project.  
      S4.2.1.1 Consult Staff Development Plan for Details on Formal and Information Training Requirements for Helpdesk, IT Admins, and Operations
      S4.2.1.2 Customize Informal Training for Helpdesk, IT Admins, and Operations
S4.2.2 Informal Basic Training for All (Helpdesk, IT Admin, and Operations)
      S4.2.2.1 Detailed Review of "As Built" Documentation
      S4.2.2.2 Train on Changing Configuration on Cisco Systems and 3rd Party Applications
      S4.2.2.3 Train on Gotchas Associated with Making Changes (access lists, etc.)
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