Cisco Call Manager Upgrades
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Transcript of Cisco Call Manager Upgrades
Successfully Upgrade Cisco CallManager 4.x to 6.x/7.x with a Proven Framework
September 24th, 2009
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© Copyright 2009. Clarus Systems, Inc–
CIPTUG Webinar
Gurmeet S. LambaSVP Product DevelopmentClarus Systems
David RobertsDirector, Product ManagementClarus Systems
Presenters
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© Copyright 2009. Clarus Systems, Inc–
Agenda
• Context• Core Migration Process, Issues• Solution Space• Real World Issues Observed• The Framework – Process, Metrics• Supporting Technology• Benefits • Q&A
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© Copyright 2009. Clarus Systems, Inc–
Context
A Successful Migration from Cisco CallManager 4.x to 6.x/7.x Requires
I. Executing on Cisco’s recommended steps for migration.
II. Benchmarking, Using Metrics at Critical Steps, Testing, Testing, Testing
Cisco DocumentationCisco Documentation
This Webinar presents a Framework:
A set of overlay Processes and Metrics that maximize the probability of a successful
migration.
This Webinar presents a Framework:
A set of overlay Processes and Metrics that maximize the probability of a successful
migration.
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© Copyright 2009. Clarus Systems, Inc–
CallManager 4.x to 7.x ‘Core’ Upgrade Process
The ‘core’ upgrade process is prescriptive & well defined ….
OS/Platform:Windows -> Linux
Inherent Complexity of IPT
UC Applications
Version Compatibilities
Scale: End Points, Locations
Visibility (or lack of) into Service Levels
Deployment Topology Changes
… but there are many sources of potential problems:
Backup(BARS)
Backup(BARS)
ApplyUpgrade Utility
ApplyUpgrade Utility
Install CUCM6.x/7.x
Install CUCM6.x/7.x RestoreRestore TestTest
Build DMA Tar File, Backup.
Build DMA Tar File, Backup.
Install DMAOn Pub
Install DMAOn Pub
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© Copyright 2009. Clarus Systems, Inc–
Real World Issues Observed
CfwdAll not carried over after upgradeCfwdAll not carried over after upgrade
End user accounts did not migrateEnd user accounts did not migrate
Previously registered devices did notrecover
Previously registered devices did notrecover
Integration with Unity is no longer workingIntegration with Unity is no longer working
Fax lines are downFax lines are down
Main branch 800 numbers are unreachableMain branch 800 numbers are unreachable
Every migration shows some unique
set of issues
Every migration shows some unique
set of issues
Problems exist evenbefore a migration
starts
Problems exist evenbefore a migration
starts
.
.
.
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© Copyright 2009. Clarus Systems, Inc–
Solution Space
By early detection & correction
Enabled by best practices encapsulated in a framework
Using well defined metrics and processes
Supported by technology for automation & standardization
The impact of these problems on end-users can be reduced / eliminated
The impact of these problems on end-users can be reduced / eliminated
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© Copyright 2009. Clarus Systems, Inc–
The Basics: Questions to Ask Yourself
Benchmark ‘Today’s’ System
Benchmark ‘Today’s’ System
MonitorMonitor
ValidateValidate
Pre-Migration•What are your Assets ?•What kind of Traffic are you handling ?•What SLA are you signed up for ?•What Service Level are you actually delivering ?
Pre-Migration•What are your Assets ?•What kind of Traffic are you handling ?•What SLA are you signed up for ?•What Service Level are you actually delivering ?
Migration•Can I quickly get a broad health check ? •Are all my end-points back & correctly registered ?
Migration•Can I quickly get a broad health check ? •Are all my end-points back & correctly registered ?
Post-Migration•Is everything workingequal or better ?
Post-Migration•Is everything workingequal or better ?
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© Copyright 2009. Clarus Systems, Inc–
The Framework for a Successful Upgrade
#3 Configuration AnalysisExisting Inventory / Set-Up
#2 Service AvailabilityTest/Validate Existing Deployment
#2 Service AvailabilityTest/Validate Existing Deployment
#4 Real-Time
Availability
Monitor Critical Components
#4 Real-Time
Availability
Monitor Critical Components
#5 Configuration AnalysisDid the Configuration Change ?
#5 Configuration AnalysisDid the Configuration Change ?
#6 Service AvailabilityDid Any Feature Break ?
#6 Service AvailabilityDid Any Feature Break ?
#1 Service AnalysisCharacterize Traffic Patterns
#1 Service AnalysisCharacterize Traffic Patterns
#7 Service AnalysisChanges in Traffic ? Why ?
#7 Service AnalysisChanges in Traffic ? Why ?
Benchmark Monitor ValidatePre-Upgrade Upgrade Post-Upgrade
Corrective Action Regression Validation
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© Copyright 2009. Clarus Systems, Inc–
Pre-Upgrade: Benchmark (-10 to -1 Days)
Monitor & Characterize Daily Traffic Patterns
• Call Volumes– Peak Loads, Daily Call
Volume
• Call Failures– Volumes, Cause Codes for
Failures
• Voice Quality Trends– Max/Min, Daily Trends
• Traffic Distribution– Route Lists, Route Groups,
Gateways, Trunks
#1: Service Analysis
Corrective Action Regression Validation
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© Copyright 2009. Clarus Systems, Inc–
Corrective Action Regression Validation
Pre-Upgrade: Benchmark (-10 to -1 Days)
Test & Validate whether you are meeting your current SLA
• DID for each location• Inter-Office calling • Outbound Call Permissions
– Local, National, I18n, Toll-Free
• Forward to Voice Mail• Conference Bridge• Soft Key Functions
– Transfer, Park, Conf …• Capacity: Voice Mail &
Gateway Port Loading
#2: Service Availability
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© Copyright 2009. Clarus Systems, Inc–
Pre-Upgrade: Benchmark (-10 to -1 Days)
Review Inventory & Configuration• Registration Status & Counts:
Phones, Gateways, CTI Ports• System: Device Pools,
Enterprise & Svc Parameters, Installed Apps
• Route Plan: Route Patterns, Lists, Groups, Translation Patterns
• Media: Conference Bridges, Media Resc Groups, Term Pts
• Voice Mail: Subscribers, Ports• Devices: Phone Config• Services: Running
#3: Configuration Analysis
Corrective Action Regression Validation
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© Copyright 2009. Clarus Systems, Inc–
Pre-Upgrade: Benchmark (-1 day)
• Service Analysis: – Save the daily call patterns for post upgrade
comparison• Service Availability:
– Save the test plans and results for post upgrade comparison.
• Configuration Analysis: – Save all the inventory/configuration reports for post
upgrade comparison
Archive Service Baseline Before the Upgrade
Validate
the fr
eeze
‘actually
’
happened
!
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© Copyright 2009. Clarus Systems, Inc–
Upgrade: Monitor (+0 day)
• Monitor Critical Components:– Server Health, Services– Gateways, Trunks– Media Resources
• Monitor Device Registration: – Phones– Voicemail Ports– CTI Route Points– Gateways, Trunks– Gatekeepers
#4: Real Time Availability
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© Copyright 2009. Clarus Systems, Inc–
Post-Upgrade: Validate (+1 day)
#5: Validate new Configuration
• Compare the pre vs. post upgrade Inventory & Configurations
• Expect some changes in:– Enterprise/Service
Parameters– Phones / Device Defaults
• Scrutinize any changes in:– Number of Registered
Devices (phones, gateways ..)
– Route Plan, Routing Devices– Media, Voice Mail
Corrective Action Regression Validation
4.x
Configuration
7.x
Configuration
=
Did The Configuration
Change ?
Did The Configuration
Change ?
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© Copyright 2009. Clarus Systems, Inc–
Post-Upgrade: Validate (+1 day)
#6: Validate Service Availability
• Execute the same tests post upgrade
• Compare Results• There ‘should’ be no change in
the base functionality: But if you haven’t tested, there may be something broken:– Changes made outside your
control: Callmanager or ancillary components
– Upgrade Errors– Interoperability: IPCC,
Unity etc.
Corrective Action Regression Validation
4.x
Test Results
7.x
Test Results
=
Are all end-userfeatures working
the same ?
Are all end-userfeatures working
the same ?
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© Copyright 2009. Clarus Systems, Inc–
Post-Upgrade: Validate (up to +30 days)
• Monitor Call Traffic over the next few weeks
• Look out for changes in ‘daily’ patterns:– Business Hour Call volumes– Failed Calls, Usage, Voice
Quality– Call Distribution across
Gateways• This may not be a precise analysis,
hence look for un-explained trends.• Measure at all levels:
– End User -> Location -> Cluster -> Enterprise
#7: Service Analysis – Validate Traffic
Corrective Action Regression Validation
4.x
Call Flows
7.x
Call Flows
=
Is there a changein Calls /
Traffic Patterns ?
Is there a changein Calls /
Traffic Patterns ?
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© Copyright 2009. Clarus Systems, Inc–
Post Upgrade: Continuous Validation / Monitoring
Components going through Upgrades /
Patches:• UC Applications• Unified Messaging• Directory & Email
Servers• Gateways, Routers • Trunks …
24x7 Policy Based Continuous Monitoring / Alerting for Configuration Changes and
Service Availability is necessary
24x7 Policy Based Continuous Monitoring / Alerting for Configuration Changes and
Service Availability is necessary
Continue Monitoring the ‘new’ CallManager deployment
Are These Upgrades Coordinated ?
• Are they all in ‘your’ control & supervision ?
• Can failures in any component impact your Voice / Communications Service Level ?
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© Copyright 2009. Clarus Systems, Inc–
Summary: Framework for Successful Cisco CallManager Upgrade
Corrective Action Regression Validation
• Service Analysis:– Benchmark Traffic: Call / Traffic patterns pre and post upgrade
• Service Availability:– Benchmark Availability: Test both before and after the upgrade – End user focused testing from the endpoints (i.e. phones)
• Configuration Analysis:– Configuration Reports comparing pre vs post upgrade gives
insights into inventory and settings. Use a CMDB targeted for IP Telephony.
• Real-time views of server health & device registrations– Accelerates an upgrade and quickly isolates common problems
• Continuous Monitoring:– Upgrades are happening all the time. Utilize 24x7 Policy
Based Monitoring for Configuration Changes and Service Availability
Benchmark Monitor ValidatePre-Upgrade Upgrade Post-Upgrade
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© Copyright 2009. Clarus Systems, Inc–
Technology supporting this Framework: ClarusIPC®
End-to-End Cisco VoIP ManagementFour Pillars that Empower Unified Communications
I. Automated Testing– If you haven't tested it, it's probably broken. Exercise all the functionality that
the user relies on as well as integrating into business processes.– Troubleshooting & Diagnostics: Providing troubleshooting and remote phone
applications that allow Tier-1 help desk personnel become more productive for voice.
II. Performance Management– Policy-based, sophisticated rules engine that alerts on problems in voice quality
and service, performance, security, and KPI’s.III. Configuration Management
– Assists users in all aspects of Configuration Management including routinely discovering data to populate CMDB, automating inventory reports, and alerting on non-compliant configuration changes.
IV. Business Intelligence– Data collection, reporting & analytics of inventory, tests and KPI’s that
Business and IT can leverage to reduce costs and create competitive advantages.
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© Copyright 2009. Clarus Systems, Inc–
Benefits
Dramatically Improve Service Availability and Performance Post Migration for your End Users
Reduce the time taken for upgrade
Reduce the resources needed to manage the upgrade
Have confidence: before, during and after the upgrade
Ensure a successful migration using these processes, metrics and supporting technology
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© Copyright 2009. Clarus Systems, Inc–
Clarus Systems
Clarus Systems has validated many large,
complex Cisco CallManager
upgrades, uncovering and resolving hundreds of
problems before end users getting
impacted
Clarus Systems has validated many large,
complex Cisco CallManager
upgrades, uncovering and resolving hundreds of
problems before end users getting
impacted
Strength & Foundation
• Leader in Products & Services for Management of Enterprise IP Telephony
• Comprehensive approach of Active Testing, Passive Monitoring and Analytics gives Un-paralleled Confidence
• Complete Life Cycle Coverage: Deployment, Operations and Upgrades / Optimization.
• CIPTUG End User Recognition: 2008 “BoD Choice” & 2007 “Best Tools” Awards
• Strategic Partnerships with Cisco, HP
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© Copyright 2009. Clarus Systems, Inc–
Questions & Comments
For more information, visitwww.clarussystems.com
or contact:[email protected]
Gurmeet S. LambaSVP, Product Development
2200 Bridge ParkwaySuite 101Redwood City, CA 94065Phone: [email protected]
David RobertsDirector, Product Management
2200 Bridge ParkwaySuite 101Redwood City, CA 94065Phone: [email protected]