The Road to IP Telephony: How Cisco Systems Migrated from PBX to IP Telephony
Download the "'The Road To IP Telephony: Steps To Success Project Management Process' Poster"
Copyright © Cisco Systems, Inc. Published by Cisco Press. Written permission from the publisher is required for any use of this material.
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Read an excerpt:
Chapter 1: A Cisco Evolution
Copyright © Cisco Systems, Inc. Published by Cisco Press. Written permission from the publisher is required for any use of this material.
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Customer Reviews: 1 Average Customer Rating:  Write a Review and tell the world about this title! People who purchase this book frequently purchase: - Troubleshooting Cisco IP Telephony; Paul Giralt, et al, $58.50, 22% Off!
- Cisco IP Telephony: Planning, Design, Implementation, Operation, and Optimization; Ramesh Kaza, et al, $57.95, 23% Off!
- IP Telephony Unveiled; Kevin Brown, $19.50, 35% Off!
- Cisco CallManager Best Practices: A Cisco AVVID Solution; Salvatore Collora, et al, $54.50, 22% Off!
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A complete IP Telephony migration planning guide
Includes Steps to Success Poster
- It's everyone's "must have." This is a reference book for the entire
project team who works on the deployment of an IP Telephony solution.
- Take advantage of best practices. Includes more than 200 best practices,
lessons learned, and tips for getting you through your IP Telephony deployment
successfully.
- Minimize risk and learn from the mistakes of others. Read the list of
the top 10 things that can go wrong during an IP Telephony deployment.
- Ask the right questions. Get the project team thinking and collaborating
together with Stephanie's "Checklist of Questions to Ask the Project Team."
- Use proven planning tools. Work from sample checklists, templates, project
plans, and workflow documents to guide your planning process.
- Keep the Steps to Success on the minds of your project team. Use the
enclosed poster, which illustrates every major step associated with an
IP Telephony deployment.
There is no better path to the successful implementation of a new technology
than to follow in the experienced footsteps of an organization that has
already been there. The Road to IP Telephony tells you how Cisco
Systems successfully moved its own organization to a converged, enterprise-wide
network. You will learn the implementation and operational processes, what
worked, what didn't work, and how to develop your own successful methodology.
After presenting this topic to hundreds of Cisco customers, including Fortune
500 companies, Stephanie Carhee consistently encountered the same question,
"If I decide to move to IP Telephony, where do I begin and what can I do
to ensure that I do it right the first time?" Although the needs of every
enterprise are different, some things are universal; planning, communication,
teamwork, and understanding your user's requirements are as important as
technical expertise. The Road to IP Telephony shares with you everything
you need to know about managing your deployment. It starts with where to
begin, including what needs to be addressed before you even begin the planning
process, to building your project team. Key best practices are also offered
to help you set the project's pace and schedule, get your users on board,
identify a migration strategy, develop a services and support strategy,
and work toward the final PBX decommission.
"Cisco IT wants to share its implementation experience with Cisco customers
and partners to aide in the deployment practices of new Cisco technologies.
While conducting our own company-wide cutover, we learned a great deal about
what to do and what not to do. This book shares our experiences."-Brad Boston,
Senior Vice President and Chief Information Officer, Cisco Systems, Inc.
This volume is in the Network Business Series offered by Cisco Press. Books
in this series provide IT executives, decision makers, and networking professionals
with pertinent information on today's most important technologies and business
strategies.
Table of Contents
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.
About the Author
Stephanie Carhee is a Senior Project Manager with Cisco's
IP Communications Services Marketing team. With more than 15 years of project
management experience, Carhee was an IT project manager for voice services in
the Strategic Program Management Group, and was team lead for Cisco's migration
to IP telephony, the largest deployment of its kind in the industry to date.
Customer Reviews
Customer Reviews: 1 Average Customer Rating: Oct 9, 2004 Danny M. Clark II (danny.clark@bannerhealth.com) from Phoenix, AZ
This book is a must read for anyone migrating from TDM to IPT.
The Road to IP Telephony is a project managers guide for a successful migration from TDM to IP Telephony. Its a must read for anyone involved with or interested in the project side of migrating from a traditional TDM environment to IP Telephony. This book will take you step by step through the project process and, I believe if followed, will ensure a successful implementation and migration to IP Telephony. Even if you are not on the project management side, reading this book will help you see the big picture and understand how the process will affect you. This book does not require an understanding of the technical issues involved, although the book does outline technical issues that need to be addressed during the migration.
One of the big industry buzz word is Voice over IP. Companies that truly understand the benefits of leveraging their IP infrastructure will make the business decision to migrate from their traditional TDM infrastructure to IP Telephony. The Road to IP Telephony helps you understand the keys to a successful migration from TDM environment to IP Telephony.
I have come away from reading this book with three major keys for a successful migration. Below I have identified those keys:
The first keys to a successful migration are to have executive management fully behind the business decision and lead the companys transition to IP Telephony. This would include appointing a project manager over the migration that is not influenced by individual company departments. Technical departments such as Telecom and Network should provide the technical skills and support for the project but not the direction.
The second key to a successful migration is the successful migration of the Telecom and Network groups. Traditionally the Telecom and Network groups have been managed separately. Each group has its own characteristics that make merging the two groups difficult. The technology and operating process in the telecom environment is very static, while the technology and operating processes in the networking environment are constantly changing. It is crucial for not only management, but also both the telecom and network departments to understand the continued need for the skills that both departments bring to the table.
The third key to a successful migration is communication. It is critical that the company as a whole understands and has expectations set before beginning the transition. Migrating from a TDM environment to IP Telephony is NOT about simply replacing hardware. In order to be successful a paradigm shift will need to take place within the company. IP Telephony will allow your company to leverage its existing IP infrastructure adding features and services that will increase productivity and enhance the way you do business with your customers.
The Road to IP Telephony is a perfect example of how Cisco Systems successfully implemented their own IP Telephony solution into their own working environment. The author Stephanie Carhee, project manager over Cisco Systems migration from TDM to IP Telephony, does a superb job of identifying every aspect required for this project. Today, Cisco Systems does not have a single TDM switch in their enterprise. They rely solely on IP Telephony for all of their Voice needs. I believe Ciscos success was a direct result of the project management process outlined in this book.
In my personal experience, the past two companies that I have worked for made valiant attempts to migrate from TDM to IP Telephony but were unsuccessful. I believe the reason they were unsuccessful was not addressing the above keys to success. Ultimately this cost both companies a significant amount of money and left a very negative impression of IP Telephony. The current company I work for has also begun the paradigm shift towards IP Telephony. After reading this book I have reevaluated our current approach towards IP Telephony and believe we are closer to ensuring a successful migration from TDM to IP Telephony.
Although The Road to IP Telephony was written around a Cisco implementation it can and should be used by anyone wanting to guide their company into a successful migration to IP Telephony. It is a step by step project managers guide for a successful migration from TDM to IP Telephony. I would highly recommend this book and this author to anyone involved with or considering a migration to IP Telephony.
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