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Tana Franko
Level 1
Level 1

Operate Phase

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


     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? Examples More Info

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? Examples More Info

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. Traffic analysis
T5. Alarms, warnings, errors
T5. Intermittent call flows and transfers
T5.2.2.2 Dialogic devices
T5. Alarm log
T5. Call log
T5. Config.ini files
T5.2.2.3 Callmanager     
T5. Alert Central
T5. Cisco Unified Reporting
T5.2.3 Mailstores 
T5.2.3.1 Exchange
T5. Microsoft Exchange Server Analyzer Tool
T5. Performance console
T5. System Monitor
T5. Performance Logs and Alerts
T5. Exchange Management and Status Tool
T5.2.3.2 Domino
T5. Domino Performance Tuning document
T5.2.4 Active Directory
T5.2.4.1 Domain controller performance using various counters
T5. DCDiag
T5. Netdiag
T5.2.4.2 Active Directory replication
T5. ReplMon
T5. Repadmin
T5.2.4.3 Event logs
T5.2.4.4 DNS
T5. On DC/GC
T5. Microsoft TechTip "Verifying Your Basic DNS Configuration"
T5. IPconfig /flushdns
T5. Cisco Unity
T5. ipconfig /flushdns
T5. 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? Examples More Info

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


     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 community Why? Examples More Info

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. Not resolving Unity related problems in a timely fashion
S5. Allowing complaints and problems to bubble up to senior management
S5. Not staying in touch with the subscriber community
S5. Not accounting for key features of the old voicemail system in the new Unity deployment
S5. Ineffective subscriber training
S5.2.3 What happens once The List gets created?
S5.2.3.1 Nothing good:
S5. Meetings are held on a regular basis.
S5. The Unity deployment is now under a microscope.
S5. 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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