Implement Phase Details Page

[Tana Franko]

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.)