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Operate Phase Details Page

Operate Phase

Solution moves from cutover to production. Take care to monitor the hardware and software as well as the subscriber experience.

TECHNICAL TRACK

GOAL: Monitor the solution, baseline performance and troubleshoot as necessary.
Keep an eye on your support staff and mechanisms. 
Look for opportunities to improve results with additional training.

T5.1 Read and Follow Existing Documentation Why Follow Documentation

      T5.1.1 Cisco Unity Maintenance Guides
      T5.1.2 Cisco Unity Maintenance Checklists
      T5.1.3 Vendor-specific maintenance and operation guides
      T5.1.4 Vendor-specific Best Practices guides
      T5.1.5  Build a baseline of system operation and performance

T5.2 Monitor the solution Why Monitor The Solution?

      T5.2.1 Cisco Unity
           T5.2.1.1 Event logs
           T5.2.1.2 EMS
           T5.2.1.3 CUPID
           T5.2.1.4 Perfmon
           T5.2.1.5 Connectivity to DC/GC
           T5.2.1.6 Port usage reports
           T5.2.1.7 DbWalker
           T5.2.1.8 Permissions Wizard in Report Mode
           T5.2.1.9 Physical disk space
           T5.2.1.10 Anti-virus software / CSA
           T5.2.1.11 Failover monitor
           T5.2.1.12 Licensing / License Pooling
           T5.2.1.13 Backup and restore procedures
           T5.2.1.14 Updates and patches
           T5.2.1.15 Recommended Engineering Specials
           T5.2.1.16 Cisco Unity Networking
           T5.2.1.17 Integration into existing network management/monitoring utilities
      T5.2.2 Telephone system 
           T5.2.2.1 Legacy PBX
                T5.2.2.1.1 Traffic analysis
                T5.2.2.1.2 Alarms, warnings, errors
                T5.2.2.1.3 Intermittent call flows and transfers
           T5.2.2.2 Dialogic devices
                T5.2.2.2.1 Alarm log
                T5.2.2.2.2 Call log
                T5.2.2.3.3 Config.ini files
           T5.2.2.3 Callmanager     
                T5.2.2.3.1 RTMT
                     T5.2.2.3.1.1 Alert Central
                     T5.2.2.3.1.2 Cisco Unified Reporting
      T5.2.3 Mailstores 
           T5.2.3.1 Exchange
                T5.2.3.1.1 Microsoft Exchange Server Analyzer Tool
                T5.2.3.1.2 Performance console
                     T5.2.3.1.2.1 System Monitor
                     T5.2.3.1.2.2 Performance Logs and Alerts
                T5.2.3.1.3 Exchange Management and Status Tool
           T5.2.3.2 Domino
                T5.2.3.2.1 Domino Performance Tuning document
      T5.2.4 Active Directory
           T5.2.4.1 Domain controller performance using various counters
                T5.2.4.1.1 DCDiag
                T5.2.4.1.2 Netdiag
           T5.2.4.2 Active Directory replication
                T5.2.4.2.1 ReplMon
                T5.2.4.2.2 Repadmin
           T5.2.4.3 Event logs
           T5.2.4.4 DNS
                T5.2.4.4.1 On DC/GC
                     T5.2.4.4.1.1 Microsoft TechTip "Verifying Your Basic DNS Configuration"
                     T5.2.4.4.1.2 IPconfig /flushdns
                T5.2.4.4.2 Cisco Unity
                     T5.2.4.4.2.1 ipconfig /flushdns
                     T5.2.4.4.2.2 nslookup
      T5.2.5 Network
           T5.2.5.1 All hardware NICs
           T5.2.5.2 All switch ports
           T5.2.5.3 Firewalls
           T5.2.5.4 WAN traffic
           T5.2.5.5 QOS

T5.3 Staff Why Pay Attention to Staff

      T5.3.1 Identify Roles and Responsibilities
      T5.3.2 Moves/Adds/Changes
           T5.3.2.1 Monitor the number of requests.
           T5.3.2.1 Monitor time to completion - SLA.
           T5.3.2.2 Check accuracy.
           T5.3.2.3 Assess their technical capabilities.
      T5.3.3 Troubleshooting
           T5.3.3.1 Tools and utilities
           T5.3.3.2 Problem reporting procedures
           T5.3.3.3 Opening TAC cases
           T5.3.3.4 Escalation procedures
      T5.3.4 Backup/Restore procedures
           T5.3.4.1 Nightly/weekly backups
           T5.3.4.2 Disaster recovery
      T5.3.5 Inter-departmental communication     
           T5.3.5.1 Change Management
      T5.3.6 Network documentation

SUBSCRIBER PREP TRACK

GOAL: Continue to solicit feedback from your subscriber community.
Document their problems and issues. 
Include both problems that are real and those that are perceived.
Act on them in a timely fashion to prevent The List.

S5.1 Subscriber communityWhy Monitor Subscribers

      S5.1.1 Cut-over punch list
           S5.1.1.1 Continue to staff the Help Desk as long as required.
      S5.1.2 Schedule regular meetings to get feedback from subscribers.
           S5.1.2.1 Go-To people
           S5.1.2.2 FBR -- Feedback by roaming.
           S5.1.2.3 Web site/Wiki/Email/Voicemail.  Encourage end user feedback.
           S5.1.2.4 Stay in touch with your power users.
           S5.1.2.5 Stay in touch with your key departments.
      S5.1.3 Identify and act upon issues.
           S5.1.3.1 Real problems
           S5.1.3.2 End-user perceptions
           S5.1.3.3 Differences between the old voicemail system and Cisco Unity
      S5.1.4 Address the issues before negativity festers.

S5.2 The List

      S5.2.1 What is The List?
           S5.2.1.1 The List is a prioritized document of every problem and complaint subscribers have regarding the new Unity voice mail system.

      S5.2.2 What causes The List?
           S5.2.2.1 Several factors cause The List:
                S5.2.2.1.1 Not resolving Unity related problems in a timely fashion
                S5.2.2.1.2 Allowing complaints and problems to bubble up to senior management
                S5.2.2.1.3 Not staying in touch with the subscriber community
                S5.2.2.1.4 Not accounting for key features of the old voicemail system in the new Unity deployment
                S5.2.2.1.5 Ineffective subscriber training

      S5.2.3 What happens once The List gets created?
           S5.2.3.1 Nothing good:
                S5.2.3.1.1 Meetings are held on a regular basis.
                S5.2.3.1.2 The Unity deployment is now under a microscope.
                S5.2.3.1.3 Time and effort are spent on managing the political issues that could be used on the technical issues.

      S5.2.4 How do you stop The List once it happens?
           S5.2.4.1 Indentify and resolve all technical issues as quickly as possible.
           S5.2.4.2 Engage the subscriber community and solicite feedback.

      S5.2.5 How do you keep it from happening?
           S5.2.5.1 Monitor the new Unity deployment closely.
           S5.2.5.2 Isolate and resolve all technical problems immediately.
           S5.2.5.3 Stay in close contact with the subscribe community.
           S5.2.5.4 Actively seek out user feedback.
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