The Road to IP Telephony
How Cisco Systems Migrated from PBX to IP Telephony (paperback)
Published on 11. June 2010
Book
Paperback/Softback
408 pages
978-1-58720-420-3 (ISBN)
More details
Language
English
Place of publication
Indianapolis
United States
Publishing group
Pearson Education (US)
Target group
College/higher education
Dimensions
Height: 232 mm
Width: 187 mm
Weight
694 gr
ISBN-13
978-1-58720-420-3 (9781587204203)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Persons
Stephanie L. Carhee has worked at Cisco Systems for nearly five years. Prior to moving to the IP Communications Enterprise Services Marketing team, Stephanie was an IP Telephony Implementation team lead within the Strategic Program Management Group in Cisco IT Voice Services. Her primary role was to lead the campus-wide migration to the Cisco IP Communications Solution. In May 2001, Stephanie led the conversion of the Cisco campus in San Jose, California, which involved 20,000 users and devices and was the largest deployment of IP Telephony in industry history. She led a cross-functional team that included top project managers, design engineers, support team, CCIEs, technical marketing engineers, systems engineers, and IP Telephony partners during the conversion.
Stephanie is an experienced, dynamic speaker and an acknowledged subject matter expert in the processes and procedures surrounding the deployment of an IP Telephony solution. Stephanie's best practices have been featured in Cisco publications, such as iQ and Packet magazines. She has delivered hundreds of customer briefings around the country, including presentations at Networkers 2002, 2003, and 2004.
Today, Stephanie is leveraging her knowledge within the Cisco Customer Advocacy organization, where she is frequently asked to consult on customer engagements and various presales activities with top Cisco customers to duplicate the success realized by Cisco.
As a senior project manager with more than 10 years of project management experience, Stephanie's experience covers the management, development, and implementation of projects in the IT network engineering area, including operations, system administration, advanced technologies, marketing, and sales. Stephanie holds a bachelor of arts degree in business management and communications. Stephanie can be reached online at scarhee@cisco.com.
Stephanie is an experienced, dynamic speaker and an acknowledged subject matter expert in the processes and procedures surrounding the deployment of an IP Telephony solution. Stephanie's best practices have been featured in Cisco publications, such as iQ and Packet magazines. She has delivered hundreds of customer briefings around the country, including presentations at Networkers 2002, 2003, and 2004.
Today, Stephanie is leveraging her knowledge within the Cisco Customer Advocacy organization, where she is frequently asked to consult on customer engagements and various presales activities with top Cisco customers to duplicate the success realized by Cisco.
As a senior project manager with more than 10 years of project management experience, Stephanie's experience covers the management, development, and implementation of projects in the IT network engineering area, including operations, system administration, advanced technologies, marketing, and sales. Stephanie holds a bachelor of arts degree in business management and communications. Stephanie can be reached online at scarhee@cisco.com.
Content
Foreword.
Introduction.
1. A Cisco Evolution.
Operational Benefits of Cisco IP Telephony. ROI. Where It All Started. Cisco Architecture in the Beginning. Cisco Architecture Evolution. Summary.
2. Before You Begin.
Importance of a Cross-Functional Team. AVVID Tiger Team. The Four Project Tracks. Executive Management Sponsorship. Managing Change. Where Do You Begin? The Engineering Story. CallManager Today. Resources. Summary. Appendix 2-A: AVVID Tiger Team Roles and Responsibilities. Appendix 2-B: Project Planning Flowchart. Appendix 2-C: Voice of the Client Survey. Appendix 2-D: General Preimplementation Considerations Checklist.
3. The Migration Strategy.
Hold Planning Workshop. A Phased Approach. Optimize Project Pace and Schedule. The Communication Plan. Identify Business-Critical Phone Users. Converting "Executive Row". User Training. Identify Operational Policy Changes. The Good, the Bad, and the Ugly. Resources. Summary. Appendix 3-A: Planning Workshop Template. Appendix 3-B: Sample Users Conversion Notice. Appendix 3-C: Phone Configuration Template. Appendix 3-D: Executive Row Checklist. Appendix 3-E: User Frequently Asked Questions.
4. Implementation.
Planning the Implementation: Steps to Success. Preparing the WAN. Provisioning the VLAN. Connecting to Voice Mail. Site Survey. The Implementation. Customer Service. Resources. Summary. Appendix 4-A: Project Planning Flowchart. Appendix 4-B: Implementation Planning Template. Appendix 4-C: Site Survey Template. Appendix 4-D: LAN Upgrade Test Procedures. Appendix 4-E: Implementation Checklist. Appendix 4-F: Retrofit Implementation Guide. Appendix 4-G: Cisco IP Phone Test Procedure. Appendix 4-H: IP Telephony Retrofit Efficiency Report. Appendix 4-I: IP Telephony Retrofit Project Gantt Chart. Appendix 4-J: Sample Project Plan. Appendix 4-K: Sample Project Schedule. Appendix 4-L: Project Risk Assessment Table.
5. Day 2 Handoff and Support.
In Mike's Own Words... The Support Team. The Support Process. The Support Tools. Power Backup. Serviceability-Five 9s. Support Frequently Asked Questions. Resources. Summary. Appendix 5-B: Cisco CallManager 3.2 Software Upgrade Checklist.
6. Final Piece of the Conversion.
But We're Not Done Yet. Change Management. Software Upgrades. Disaster Recovery. PBX Lease Returns. Vendor Rules of Engagement. Nonleased Equipment Disposal. Retrofit Cleanup. Preparing Your Network for the Future. Operate Phase. Optimize Phase. Cisco IP Communications Services and Support Programs. Lessons Learned. Resources. Summary.
7. Moving Forward: Continuing to Be Cisco's First and Best Customer.
Looking Back and Moving Forward. PBX Removal Complete. Cisco IP Contact Center Migration. Cisco Wireless LAN Migration. Maintaining Five-9s on the New Network. Cisco Unity Voice Mail Migration. Conclusion. Appendix 7-A: Stephanie's Checklist of Questions to Ask the Project Team.
Appendix A: Customer Concerns.
Glossary.
Index.
Introduction.
1. A Cisco Evolution.
Operational Benefits of Cisco IP Telephony. ROI. Where It All Started. Cisco Architecture in the Beginning. Cisco Architecture Evolution. Summary.
2. Before You Begin.
Importance of a Cross-Functional Team. AVVID Tiger Team. The Four Project Tracks. Executive Management Sponsorship. Managing Change. Where Do You Begin? The Engineering Story. CallManager Today. Resources. Summary. Appendix 2-A: AVVID Tiger Team Roles and Responsibilities. Appendix 2-B: Project Planning Flowchart. Appendix 2-C: Voice of the Client Survey. Appendix 2-D: General Preimplementation Considerations Checklist.
3. The Migration Strategy.
Hold Planning Workshop. A Phased Approach. Optimize Project Pace and Schedule. The Communication Plan. Identify Business-Critical Phone Users. Converting "Executive Row". User Training. Identify Operational Policy Changes. The Good, the Bad, and the Ugly. Resources. Summary. Appendix 3-A: Planning Workshop Template. Appendix 3-B: Sample Users Conversion Notice. Appendix 3-C: Phone Configuration Template. Appendix 3-D: Executive Row Checklist. Appendix 3-E: User Frequently Asked Questions.
4. Implementation.
Planning the Implementation: Steps to Success. Preparing the WAN. Provisioning the VLAN. Connecting to Voice Mail. Site Survey. The Implementation. Customer Service. Resources. Summary. Appendix 4-A: Project Planning Flowchart. Appendix 4-B: Implementation Planning Template. Appendix 4-C: Site Survey Template. Appendix 4-D: LAN Upgrade Test Procedures. Appendix 4-E: Implementation Checklist. Appendix 4-F: Retrofit Implementation Guide. Appendix 4-G: Cisco IP Phone Test Procedure. Appendix 4-H: IP Telephony Retrofit Efficiency Report. Appendix 4-I: IP Telephony Retrofit Project Gantt Chart. Appendix 4-J: Sample Project Plan. Appendix 4-K: Sample Project Schedule. Appendix 4-L: Project Risk Assessment Table.
5. Day 2 Handoff and Support.
In Mike's Own Words... The Support Team. The Support Process. The Support Tools. Power Backup. Serviceability-Five 9s. Support Frequently Asked Questions. Resources. Summary. Appendix 5-B: Cisco CallManager 3.2 Software Upgrade Checklist.
6. Final Piece of the Conversion.
But We're Not Done Yet. Change Management. Software Upgrades. Disaster Recovery. PBX Lease Returns. Vendor Rules of Engagement. Nonleased Equipment Disposal. Retrofit Cleanup. Preparing Your Network for the Future. Operate Phase. Optimize Phase. Cisco IP Communications Services and Support Programs. Lessons Learned. Resources. Summary.
7. Moving Forward: Continuing to Be Cisco's First and Best Customer.
Looking Back and Moving Forward. PBX Removal Complete. Cisco IP Contact Center Migration. Cisco Wireless LAN Migration. Maintaining Five-9s on the New Network. Cisco Unity Voice Mail Migration. Conclusion. Appendix 7-A: Stephanie's Checklist of Questions to Ask the Project Team.
Appendix A: Customer Concerns.
Glossary.
Index.