Suresha Bhat, Manager Emerging Technology IT Julie Nordquist, Program Manager Cisco on Cisco (Host)
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1 Cisco TelePresence Cisco on Cisco Technology Seminar Suresha Bhat, Manager Emerging Technology IT Julie Nordquist, Program Manager Cisco on Cisco (Host) 1
2 Agenda Program Approach to TelePresence: Overview, Business Case and Technology Overview Design Solution for Cisco Architecture Network Deploy Solution Readiness Deployment Experience ( RRA, CTX ) Support and Management Support Engineering Metrics 2
3 Support Having a scalable, easily manageable and strong support model is key to a successful service At Cisco we have established a good support model for TelePresence The Support of TelePresence can be split into the following key areas CTS3000/CTS1000 systems Network and Call Manager Room, lighting, sound and related components User support and process support Scheduling, coordination and management of service support 3
4 Support Organizations In The Support Model GTRC, Tier 1: On the phone technical help on user questions; Gets to TAC Product support center if any immediate issue with the system TAC: Product support team troubleshoots the system and determines the cause; If any onsite support is needed, initiates contact with local support team (Onsite support service) OSS: Onsite support services; Cisco leverages desktop and onsite IT support services for any onsite work If TAC determines Network is the issue, then contacts Cisco IT Network support team with appropriate priority on case for resolution If the issue is related to any of the room components, then IT team is contacted to initiate the room remediation work with facilities; Managed by IT TelePresence team to resolution 4
5 5
6 User-Reported Incidents Application: TelePresence 6
7 User-Reported Incidents User Application: TelePresence 7
8 User-Reported Incidents User Tier 1: GTRC User-Training, Incident Triage, FAQ s Application: TelePresence 8
9 User-Reported Incidents Tier 2: TAC User Tier 1: GTRC User-Training, Incident Triage, FAQ s Application: TelePresence 9
10 User-Reported Incidents Tier 3: TSBU Tier 2: TAC User Tier 1: GTRC User-Training, Incident Triage, FAQ s Application: TelePresence 10
11 User-Reported Incidents SSC Tier 3: TSBU Tier 2: TAC AFS Exchange IT OSS User Tier 1: GTRC User-Training, Incident Triage, FAQ s WPR Application: TelePresence 11
12 User-Reported Incidents Alarm-Generated Incidents SSC Tier 3: TSBU INS CROS Tier 2: TAC AFS Exchange IT GSD User Tier 1: GTRC User-Training, Incident Triage, FAQ s OCC EMAN Monitoring CCM Polling WPR Application: TelePresence CCM 5.x WAN/ LAN Polling 12
13 Support Support Summary Cisco also leverages Cisco Remote Operating Services (Cisco ROS) for monitoring the network, call manager and the codecs from a preventive maintenance perspective Alerts and alarms are setup to initiate communication on any system, infrastructure or call failure to address the issue immediately The whole support process focuses on the premise that if there is an issue, within 30 seconds the user would be able to talk to a live person The target is to resolve an issue within 5 min so the call can continue; If not, alternative arrangement such as audio bridges are provided Support and utilization metrics are measured and assessed weekly to determine root causes, preventive maintenance and replacement management 13
14 To learn more about Cisco IT experience with Cisco technologies and solutions, visit Cisco on Cisco: Inside Cisco IT 14
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