High Service Quality Assurance


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ACCELERATE  AND   ASSURE  COLLABORATION   DEPLOYMENTS  WITH   PRIME  COLLABORATION  

Cisco  Prime  for  IT  InnovaEve  Network   Management   ApplicaEons  

Cisco  Prime™   Infrastructure  

Cisco  Prime   CollaboraEon    

Data  Center  

Complete     Management     Approach    

Services  

Simplified     Automated   Integrated  best  pracEces  

Infrastructure  

•  Efficient  management  with  an  opEmized  user  experience   •  Integrated  workflows  and  best  pracEces  for  faster  operaEons   •  Improved  delivery  and  predictability  of  services   •  The  Cisco  Advantage:  Achieving  unparalleled  Eme-­‐to-­‐value  for  Cisco  equipment  and  technologies  

Cisco  Prime  CollaboraEon  10.5  

Unified,  Simplified  Management  of  Voice  and  Video  Networks   Provisioning   Simplified     deployment     and   configura,on  

Advanced   Standard  

Analy,cs   Long  term     trending     and  analy,cs  

Advanced   4  

Assurance  

Contact  Center  

Con,nuous   monitoring  and   diagnos,cs  

Advanced   Standard  

Packaging  (v10.5)   •  Prime  CollaboraEon  Standard:  Provisioning  &  Assurance   –  –  –  – 

Included  with  all  UC  10.0  UCL  and  CUWL  licenses  at  no  addiEonal  charge   All  UC  10.0  customers  have  the  right  to  download  and  install     Not  supported  for  UC  8.x  –  9.x   Cannot  be  used  in  a  services/MSP  offering  

•  Prime  CollaboraEon  Advanced:  Provisioning,  Assurance  &  AnalyEcs  

–  Can  be  offered  to  100%  of  UC  8.x  and  above  customers  and  is  a  chargeable   add-­‐on   –  Tiered-­‐pricing  based  on  endpoints   –  Partners  using  Prime  in  a  service  offering  must  purchase  the  Prime   CollaboraEon  Advanced  

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Provisioning  CollaboraEon  network:   Challenges   Consistency  

• Expanding  organizaEon   • AggregaEon  of  independently  managed   offices  

Constraints  

• Limited  IT  staff   • Fewer  highly  skilled  resources   • Limited  Eme  

Checks  

• Tracking  changes/AudiEng   • Access  control  

Prime  CollaboraEon  Provisioning     Standard  Vs  Advanced   Packages  

 Descrip,on   Single  Cluster  

Standard  

•  •  •  •  •  • 

Single  user  interface  with  both  naEve  features  and  contextual  cross-­‐launch   Provisions  all  services  (voice,  Cisco®  Unified  CommunicaEons  Manager  video  and  Cisco  TelePresence®  endpoints,  presence,   voicemail,  mobility)   Security  Audit  log,  Order  tracking  system   Three  levels  of  role-­‐based  access  control  (RBAC)   -  System  level,  advanced  ordering  level,  and  basic  ordering  level  (no  per-­‐domain-­‐group  granularity)   LDAP  integraEon,  federated  or  non-­‐federated,  per  domain  group   Batch  provisioning  

Mul,-­‐Cluster  

Advanced  

Advanced  RBAC  and  delegaEon;  order  admins  can  be  assigned  to  different  domain  groups  of  users   Ordering  workflow  (approver,  MAC  assigner,  shipper,  and  receiver)   Cisco  Unified  CommunicaEons  and  Cisco  IOS® infrastructure  templates  with  embedding  and  chaining,  keywords,  and  scheduled   template-­‐based  provisioning   •  Northbound  workflow  API  (no  longer  opEonal)   •  Managed  services  features   •  Single  batch  file  works  across  mulEple  clusters  of  CUCM,  Unity  ConnecEon  and  Unity®  clusters   •  •  • 

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Prime  CollaboraEon  Provisioning  Features   •  Single  interface  for  provisioning  of  users  and   their  voice  and  unified  communicaEons  video   services     •  Policy-­‐based  automaEon  to  align   with  enterprise  rules,  workflow,  and  delegaEon   •  Scheduled  scripts  with  templates   for  bulk  provisioning   •  Tracking  of  all  changes  for  expedited  audiEng   and  troubleshooEng     •  Northbound  workflow  API  for  workflow   automaEon  

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Prime  CollaboraEon  Provisioning  (PCP)  10.5     SimplificaEon  Roadmap  

•  “Gemng  Started”  Wizard  –  speeds  deployments  

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Prime  CollaboraEon  Provisioning  (PCP)  10.5     SimplificaEon  Roadmap  

•  “Gemng  Started”  Wizard  –  speeds  deployments   •  Batch  Provisioning  –  extends  capabiliEes  with  easy-­‐to-­‐ use,  pre-­‐built  templates  

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Prime  CollaboraEon  Provisioning  (PCP)  10.5   SimplificaEon  Roadmap  

•  “Gemng  Started”  Wizard  –  speeds  deployments   •  Batch  Provisioning  –  extends  capabiliEes  with  easy-­‐to-­‐use,  pre-­‐ built  templates   •  Zero-­‐touch  Provisioning  –  automates  moves,  adds,  and  changes    

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Prime  CollaboraEon  Provisioning  (PCP)  10.5    

“Gemng  Started”  Wizard    •  Fastest  way  configure  full  collaboraEon  (Dial-­‐Tone  /  Voicemail/  Jabber)   •  Helps  win  deals  against  compeEEon  and  expand  down  market  aggressively       •  Makes  deployments  quick  and  improves  Customer  SaEsfacEon  

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Cisco  Prime  CollaboraEon  10.5  Provisioning     New  Setup  Wizard   Initial setup of Cisco Unified Communications Manager and Prime Collaboration Provisioning •  Define Cisco Unified Communications Manager, Unity Connection, IM&P, Exchange, LDAP •  Integrates applications •  Sets up Domain (user groups), Service Areas (sites) and User Roles (policy) •  Sets up Prime Collaboration Zero Touch Provisioning

Creates Sites •  Provisions site related settings (device pool, partition, CSS, DN blocks, etc.) •  Imports basic dial patterns from CSV file or CUCC application •  Builds site in UC applications

Reentrant •  •  •  • 

Can export the built site as a Prime Collaboration Provisioning batch file Batch file can be fed back into the Setup Wizard to prepopulate next sites’ settings Batch file can be modified and fed into Setup Wizard Batch file can be modified and fed into Prime Collaboration Batch Provisioning system 13  

Prime  CollaboraEon  Provisioning  (PCP)  10.5.1   Batch Provisioning  

Batch  Format  Enhancement  and  Performance   Improvements  

Cisco-prepared Templates Now Provided •  Prime Pre –canned templates for top UC features

•  Comment  rows  and  resemng  column  headings   − 

Comments  can  be  added  using  #  characters  

− 

Column  headings  can  be  reset  for  new  entries  using   >>  characters  

•  PCP getting started wizard will have the ability to import templates

•  Performance  improvements   − 

•  Sample dial-plan templates for 10 countries

Batch  orders  per  row  can  now  be  executed  in   parallel:  Default  10,  maximum  equals  100  

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Prime  CollaboraEon  Provisioning  (PCP)  10.5     Zero-Touch Provisioning  

•  Makes  Moves,  Adds,  Changes  and  Deletes  (MACD)  automaEcally  synched  to   LDAP     •  End  Customer  IT  complexity  greatly  reduced   •  Adding  sites  to  exisEng  deployments  simplified  

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Cisco  Prime  CollaboraEon  10.5  Provisioning    

Prime  CollaboraEon  Zero  Touch  Provisioning   • 

• 

• 

Now  part  of   User  Role  setup  

AutomaEcally  provisions  services  for  new  users   –  New  users  synced  in  from  LDAP   –  CSV  file  or  batch  loading  new  users   –  When    adding  new  users  individually  through  Add  User  UI   –  When  added  through  the  Northbound  API   Easy  to  configure   –  Configure  as  part  of  Setup  Wizard  (semngs  appear  in  User  Role  automaEcally)   –  Manual  configuraEon  and  modificaEon   –  LDAP  sync  semngs  and  filter  can  be  set  during  Setup  Wizard   Works  with  Cisco  Unified  CommunicaEons  Manager  10.0  user  endpoint  self  provisioning  (BYOD)   –  PC  Provisioning  can  create  a  line  and  templates  in  CUCM  so  user  can  atach  phone   •  PC  Provisioning  does  LDAP  sync  if  AD  environment   •  PC  Provisioning  can  setup  self  provisioning  if  customer  does  not  have   AD/LDAP  environment   –  Prime  CollaboraEon  Zero  Touch  Provisioning  expands  coverage  providing  voicemail  and   endpoint  provisioning   –  LDAP  sync  for  new  users  moved  from  CUCM  to  PC  Provisioning  

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Can  choose  to  auto   provision  when   adding  new  users  

Self  Provisioning:  Day  2   Add  New  User    

Automated   Sync  

No  Admin   Needed  

 

New  User  

 

User  

AcEve  directory  Updated   by  Business  processes   User  Experience    

Login     or  IVR  

BYOD   17  

Prime  Provisioning    

UCM:  p  rovisioned  on   Services  automaEcally   CUC  & IMP   User  UCM,   &  Line   c  reated  

Prime  CollaboraEon  Provisioning  (PCP  10.5)     Language  Support  

•  •  •  •  •  • 

German   French     Spanish   Simplified  Chinese   Japanese     Korean   18  

Assuring  CollaboraEon  networks:  Challenges   Reliability  

•  Ensuring  services  availability  24/7  

Complexity  

• Limited  IT  staff   • Vast  number  of  network  components     • New  technologies  every  year  

Quality  

• Changing  network  &  configuraEons   • MulEple  types  of  endpoints  &  services  

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Prime  CollaboraEon  Assurance   Standard  Vs  Advanced   Packages  

 Descrip,on   Single  Cluster  

Standard  

•  •  •  •  •  •  • 

Single  user  interface  with  both  naEve  features  and  contextual  cross-­‐launch   Core  UC  components  (Cisco®  Unified  CommunicaEons  Mgr,  voicemail,  and  presence)   Core  video  components  (TS,  VCS,  MCU,  Conductor)   Fault  and  performance  metrics  and  short-­‐term  trending  (RTMT)     Configurable  performance  alerts  and  email  noEficaEons  (RTMT)   TMS  EckeEng   Search  and  status    

Mul,-­‐Cluster   • 

Advanced  

•  •  •  •  •  •  •  •  • 

AddiEonal  component  coverage:  CCE,  CCX,  CVP,  UC8.6-­‐9.x,  gateways,  switches,  routers,  CMTS,  CTS-­‐ Man,  third-­‐party  SNMP   Health  dashboards  (top  five  impacted  MOS,  trunk  group,  etc)   Detail  monitoring  for  endpoints:  MOS,  call  failures,  registraEon   Auto-­‐discovery,  RBAC,  grouping  and  topology  views   Fault  and  performance  views  of  the  network  and  video  conferences   Service  quality  (MOS,  jiter,  packet  loss,  etc.),  call  categorizaEon  and  analysis,   call  detail  records  reports   Video  session  troubleshooEng  using  Medianet   Voice  diagnosEcs  views,  Medianet  call  trace,  and  tesEng   Alarm  correlaEon,  syslog  events   Managed  services  (for  video  only  in  Unified  CommunicaEons  10.0;  voice  on  roadmap)  

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Analy,cs   •  •  •  •  • 

Technology  adopEon   Capacity  analysis   Service  experience   Asset  usage   Traffic  analysis  

 -­‐  Business  Problem  

Prime  CollaboraEon  Contact  Center  Assurance

If  down:   a)  b)  c) 

Financials  could  lose  hundreds  and  thousands  of  $   Healthcare  could  have  pa,ents  impacted   Could  Impact  Customer  loyalty  

Assurance  =  

High Availability 21  

High  Service   Quality

Contact  Center  Assurance  -­‐  Current   soluEon   RTMT     UCM,  Unity,  MediaSense  

SYSTEM  CLI   UCCE,  CVP  

Prime     UC  and  TP  

Prime  CollaboraEon  –  Contact  Center   Alarms  

Prime  CollaboraEon  –  Contact  Center  Topology   Link  Status   Device  Status  

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Prime  CollaboraEon  –  Performance   Monitor  

Performance dashboard is a single pane of glass to analyze the trend of critical and relevant performance metrics

Prime  CollaboraEon  –  Performance   Counters  

Prime  CollaboraEon  –  Call  Ladder  

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Assurance  (Advanced)  features   Voice  and  Video  Management   •  Single  pane  of  glass  for  the  enEre  collaboraEon  network   •  Single  repository  for  all  collaboraEon  inventory   •  3  rd  party  device  support  

Dashboard  Summary   •  View  network  status  at  a  glance.   •  Quickly  idenEfy  potenEal  problems.   •  Instantly  access  troubleshooEng  tools.  

Alarms  &  CorrelaEon   •  MulEple  sources  of  network  data,  syslog  customizaEon   •  Facilitates  event  noEficaEon  reducEon   •  Facilitates  email  and  SNMP  forwarding  

ProacEve  TroubleshooEng   •  Simulate  traffic   •  Test  circuits  and  endpoints   28  

Assurance  (Advanced):  DiagnosEcs   Full  Network  View   •  Endpoints,  servers,  and  infrastructure   •  Cluster-­‐level  groupings  

Voice  DiagnosEc  Portal   •  KPI  grouped  by  device  type   •  MulEple  staEsEc  overlay  graphs  

Voice  DiagnosEc  TesEng   •  Run  both  real-­‐Eme  and  scheduled  tests.   •  Check  for  dial  tone,  registraEon,  and  end-­‐to-­‐end   communicaEon.   •  Test  links  with  IP  SLA  to  isolate  jiter  and  packet  loss.   •  Verify  phone  features  are  working.  

Assurance  (Advanced):  Video   assurance   End-­‐to-­‐End  Monitoring   •  View  all  sessions  –  scheduled,  completed,  or  in  progress.   •  Rapidly  isolate  problems  to  the  network  or  endpoint.   •  IdenEfy  latency,  jiter,  and  packet  loss.  

Real-­‐Time  Mediatrace  DiagnosEcs   •  View  and  simulate  end-­‐to-­‐end  sessions  over  Cisco®  and   third-­‐party  devices.   •  On  Cisco  network  devices,  view  CPU,  memory,  and   interface  staEsEcs  to  locate  botlenecks  in  the  network.   •  On  Cisco  Medianet  devices,  view  jiter  and  packet  loss   staEsEcs  and  DSCP  informaEon  to  pinpoint  hotspots   affecEng  session  quality.  

What  is  Prime  CollaboraEon  AnalyEcs  ?   •  UC  &  TelePresence  customers  are  maturing  and   now  looking  for  tools  to  help  opEmize  the  TCO   •  Customers  want  to  analyze   –  –  –  – 

How  end-­‐users  use  the  collaboraEon  technologies   How  to  do  effecEve  capacity  planning   What  are  the  CollaboraEon  traffic  paterns   How  can  I  distribute  and  opEmize  the  network  services   costs  

Cisco  Prime  Collabora,on   Analy,cs  

Cisco  Prime  Collabora,on   Assurance  

•  Key  users  :  CIOs/CEOs,  IT  Planners,  IT  Managers   CollaboraEon   Network   Prime  CollaboraEon  AnalyEcs  replaces  Service  StaEsEcs  Manager  (of  UCMS)  capabiliEes   31  

Analyzing  CollaboraEon  networks:   Challenges   Variety  

• 1000’s  of  endpoints  &  numerous   CollaboraEon  network  components   • Varied  trending  and  reporEng  needs  

Volume  

• Millions  of  Call  Detail  Records   • Huge  amount  of  Network  performance  data  

Velocity  

• ConEnuous  informaEon  flow   • Quick  decision  making  based  on  reliable  data  

Cisco  Prime  CollaboraEon  AnalyEcs   Address  collaboraEon  analyEcs   challenges   Traffic  Analysis  

•  •  •  • 

Dialed-­‐number  analysis   Off-­‐net  calls  analysis   Call  traffic  per  locaEon  analysis   Traffic-­‐type  (external,  internal,   local,  etc.  calls)  analysis  

Technology  AdopEon   •  Endpoint  deployment  trend   •  Endpoint  model  and  type  use  trend   •  Voice  and  video  technology  use  trend  

*  Planned  for  future  releases    

Capacity  Analysis  

•  Busy-­‐hour  trunk  analysis   •  CAC  bandwidth  use  analysis   •  Conferencing  (MCUs)  use   •  Trunk  use  analysis  

Asset  Use  

Service  Experience  

•  Least-­‐used  endpoints  analysis   •  No-­‐show  Cisco  TelePresence®  rooms   trends*   •  Most-­‐used  Cisco  TelePresence*  endpoints  

•  Call-­‐failure  trends   •  Service  quality  distribuEon  by  locaEon   •  Most  affected  endpoints  analysis  

Prime  CollaboraEon  AnalyEcs  10.5   New  features  &  benefits  

•  Receive  AnalyEcs  reports  in  your  E-­‐mail  Inbox   –  –  –  –  – 

Customize  a  report  &  schedule  it  for  the  periodic  export     Choice  of  emailing  out  csv  or  pdf  to  subscribers   Focused  capacity  analysis  via  custom  grouping   Customize  the  trunk,  RG  and  CAC  locaEon  groups  e.g.  Trunks  for  a  service  provider   Analyze  the  uElizaEon  trends  for  a  specific  custom  groups  :  via  on-­‐screen  dashboards   or  scheduled  exports  

•  Keep  an  eye  on  system  resources  trend  of  key  UC  applicaEons  

–  Analyze  the  trends  of  key  system  resources  (CPU,  memory)  uElizaEon  via  UC  Systems   Performance  dashboard  

•  150K  endpoints  scale  support  

–  Scales  to  very  large  deployments  via  separated  database  server  VM  technology  

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AnalyEcs–  Technology  AdopEon  Use   Case    

Technology  adopEon  metrics,  number  of  audio  and  video  endpoints,     call  minutes      -­‐>  Repor,ng  (ROI),  benefit  realiza,on  for  business  case  

A  common  problem  for  my  team  is  idenEfying  which   devices  are  provisioned  in  the  Cisco  Unified   CommunicaEons  Manager  (Cisco  UCM),  but  are  no   longer  in  use.  This  issue  is  gemng  more  complex  as   Cisco  employees  have  mulEple  devices  associated  with   their  one  directory  number.  Its  becoming  increasingly   important  for  my  team  to  gain  visibility  into  endpoint   usage.  –  Jim  Marshal  (Cisco  IT)  

Cisco  Prime  CollaboraEon  @  Cisco  IT   • 

Challenges  

1.  Efficiently  monitor  large  mulE  cluster  global  UC  network  with  150K  phones  –  24X7.   2.  Consolidate  and  centralize  UC  management  tools.   3.  Obtain  immediate,  acEonable  informaEon  about  outages,  including  impact  to   endpoints.   • 

Solu,on  –  Cisco  Prime  CollaboraEon  Assurance  

–  “  We  can  now  see  voice  events  when  they  happen  with  visibility  into  the  network                                     fabric,  customizable  views  and  all  the  fault  details  we  need,  right  at  our  fingerEps”  –   David  Neustedter,  Architect,  Cisco  IT   • 

Results  

•  Increased  QoS  through  syntheEc  tesEng  without  service  disrupEon   •  Quickly  troubleshoot  call  issues  and  minimize  end  user  impact   •  Detect  hardware  and  peripheral  related  issues  that  need  to  be  fixed  or  replaced  

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 Prime  CollaboraEon  -­‐  Ordering   InformaEon   Order  by  selecEng  the  opEon   Pricing  is  based  on  endpoint  type  and  quanEty  (scale  Eers)   Licenses  are  stackable  for  later  addiEons   SubscripEon  service  (Cisco  Prime™  Product  Assured  So~ware  SubscripEon)  enables   major  upgrades  annually   Provisioning  

Assurance  

AnalyEcs  

Services   Technical  Training   Professional  VODs  that  show  how  to  install  and  deploy:   htp://www.cisco.com/web/learning/le31/le46/nmtg_training/ vods/pc/pc95/PrimeCollabTraining_95.htm    

ImplementaEon  Services   Advanced  services  packages  are  available.  

Support   .  

We  offer  24-­‐hour    worldwide  support.  

For  More  InformaEon   Cisco  Prime™  CollaboraEon  Website   htp://www.cisco.com/go/primecollaboraEon  

Cisco  CollaboraEon  Community   htps://communiEes.cisco.com/community/technology/collaboraEon? view=overview  

Cisco®  TAC  Prime  CollaboraEon  Support  Forum   htps://suppor€orums.cisco.com/community/   netpro/collaboraEon-­‐voice-­‐video/pcm        

For  More  InformaEon  –  addiEonal   resources   Partner  Resources   htp://www.cisco.com/en/US/partner/products/   ps12363/index.html  

Demo:  Prime  CollaboraEon  on  dCloud   htps://communiEes.cisco.com/community/partner/collaboraEon/contactcenter/ projects/customer-­‐collaboraEon-­‐demo-­‐portal?view=overview  

Product  Team  Mailer   ask-­‐[email protected]    

Cisco  Prime  for  IT  -­‐  Demo  Series   Americas Edition

Prime  Demo  Series  Topic  

Every  Tuesday  

Cisco  Prime  CollaboraEon  

Every  Wednesday  

Cisco  Prime  NAM  &  NGA  

Every  Thursday  

Cisco  Prime  Infrastructure  

Same  Time  

Same  Place  

11:00  AM  PST   San  Jose     Time     (90  Min)  

bit.ly/PrimeDemo     No  RegistraEon     Required  

12:00  PM   Singapore   Time   (90  Min)  

bit.ly/PrimeDemo-­‐APJC     No  RegistraEon      Required  

10:30  AM  CET   Paris,  Berlin   (90  Min)  

bit.ly/PrimeDemo-­‐EMEAR     No  RegistraEon     Required  

*  Excep,ons:  No  sessions  on  US  Public  Holidays  and  Cisco  Shutdown  

APJC Edition

Every  Tuesday     Every  Thursday  

Cisco  Prime  CollaboraEon   Cisco  Prime  Infrastructure  

*  Excep,ons:  No  sessions  on  Indian  Public  Holidays  and  Cisco  Shutdown  

EMEAR Edition

Every  Tuesday  

Cisco  Prime  CollaboraEon  

Every  Thursday  

Cisco  Prime  Infrastructure  

*  Excep,ons:  No  sessions  on  Belgium/France  Public  Holidays  and  Cisco  Shutdown  

Software Trial Downloads | VoDs | Product Info | Etc.

www.cisco.com/go/prime-­‐demo  

Open  to  Customers,  Partners  and  Cisco  People  

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