Milsoft IVR SIP Upgrade (Virtual Server) Presented by George Buckner (Central Florida Electric Cooperative, Inc.)

Milsoft IVR SIP Upgrade (Virtual Server) Presented by George Buckner (Central Florida Electric Cooperative, Inc.)

Central Florida Electric Cooperative, Inc. Headquarters: Chiefland, FL Active Services: ~32,700 Members: ~24,900 Miles of Line: ~4,500 Milsoft Systems: OMS, EA, and IVR (23 Channels) VMWare 5.5 Virtual Environment w/ Dell EqualLogic Storage successfully utilizing the Milsoft IVR (Porche) system since 1997 Introduction

Milsoft IVR Virtual Server Implementation Phases Phase 1: Product Conference Call Phase 2: Virtual IVR Testing Phase 3: Post Testing Conference Call Phase 4: Virtual IVR Install Phase 5: IVR Testing Phase 6: Go Live Summary

Product Conference Call Below are the steps that Milsoft had us complete before testing: 1. Fill out the SIP Information Request Form and email a copy back to Milsoft. 2. The Milsoft IVR Team will send you an external HDD with a preloaded Virtual IVR. 3. You will need to furnish a system to run the Virtual IVR and place it on the same subnet as your VOIP Phone System. Additionally, you will need to make sure that the Virtual IVR will have an interface connected to the internet and to your VOIP Phone System. (System Requirements) 4. You will need to set up 2 SIP extensions for Milsoft to use during the SIP test process. These extensions must be setup for Inbound and Outbound call capability. Phase 1

Phase 2 Virtual Server Testing The first thing that I should mention is that the Virtual Server Testing was quite simple and was done within a week. Below are a few of the testing procedures that we ran through with Milsoft: 1. Ensure that the individual that configures your Phone System is present for testing. 2. Setup WireShark to monitor/capture all Virtual IVR Traffic (Helps with troubleshooting connection/configuration issues). 3. Attempt to register the two SIP lines with the Virtual IVR. 4. Attempt an inbound call transfer once the SIP lines are registered to ensure that the transfer completes and that the message prompts work. 5. Attempt a call transfer from the Virtual IVR to an internal extension. 6. Attempt a call transfer from the Virtual IVR to an external number.

Pre-install Conference Call Milsoft will schedule another conference call to go over the results of the testing. It is on this conference call that they will go over any issues that were found after analyzing their logging programs (e.g. WireShark). With that being said, you should be good to go if you were able to register the SIP extensions and transfer calls from the Virtual IVR. Milsoft will also use this meeting to go over the requirements for the IVR that you will be building within your virtual environment. Phase 3

Install Below is a quick review of my install process (end to end it took about two weeks): 1. We used VMWare vsphere to setup a server to meet Milsoft s Virtual IVR specifications (ESX 5.5): (Server Install) (Takes all of 5 Minutes to setup the VM) 1. Image 1 16GB RAM and 1 CPU 2. Image 2 We used the VMXNET 3 Adapter for networking. 3. Image 3 We allocated 320GB for Storage (C:\ = 120GB and D:\ = 200GB) 1. Because of the "bloating" of the operating system Milsoft would like the minimum allocation to be 100gb space on the C: drive 2. Because of database, logs, reports, and patches Milsoft would like the minimum allocation to be 200gb space on the D: drive 2. Milsoft will send you the Windows Server 2008 R2 License. (Under 30Min) 1. We have an ISO Image on our ESX Server. 2. ***Do Not Add The Server To Your Domain After The OS Install*** Phase 4

Install (Continued) 3. Milsoft will also send you the SQL 2012 Licenses that you will need. (SQL Install) 1. We have an ISO Image on our ESX Server. 4. Install all Antivirus (We use ESET File Server) and Windows Updates. (This takes the most time thank you Microsoft) 5. Milsoft will take over the install process at this point: 1. Milsoft will install all necessary applications from a CD that they provide. 2. Take backups of your current system and import the data into the new Virtual IVR. 3. Milsoft will have you add the new Virtual IVR to the Domain when all applications are installed. Phase 4

Testing Testing, Testing, and more Testing This is a good thing, because it ensures that your system is operating properly before GO LIVE. Milsoft will basically conduct the same system tests that were done during their initial Virtual IVR testing. The following is a short list of the items they test: 1. Call Transfers: Internal and External 2. CallsManager connection / Outage Reporting 3. Automated Outage Call-Backs 4. Proactive Call-Outs (ROW Messages) 5. Reports 6. Integration Connections (CIS, PrePay, etc) Phase 5

Go Live Uneventful.In a good way Go live went very smooth due to all of the aforementioned testing. We actually went live on the same day that we finished the last bit of testing; however, you could push the Go Live date back a few days in order to do additional testing or training if needed. Milsoft will also send you a package containing the user guides for the applications installed on your new Virtual IVR Server. Phase 6

Summary In Summary This install by Milsoft was clearly the most thorough and effective install that we have had. It was also nice to have two IVR systems running in parallel, which is not often the case when going through other software installs. This setup allowed for thorough testing and evaluation. Additionally, the Milsoft Virtual IVR has improved several aspects of our network environment. A few examples include: 1. Improvements: 1. Quick and Easy Future Upgrades (More lines are just a call away ) 2. Removal of 1 Dell Server 3. Removal of 1 Dialogic Analog Card Chassis 4. Removal of 1 ShoreTel Analog Switch 5. Removal of 3 Analog Cable Patch Panels 6. Removal of 6 power cables reducing power consumption 7. We were able to remove pauses that were coded into the old Analog Transfer Code, which improved our call transfers 8. Overall call quality improvement