Device File Backups and Recovery
The potential always exists for device file corruption or loss due to hardware problems. Cisco prepared for this by developing a defined process for backing up network devices and CallManager systems. Most network devices including IOS gateways and MGCP gateway devices support TFTP for configuration file backups. DT-24 gateways keep their configuration on the CallManager so if a new one is required, a new MAC address is configured on the CallManager. “The CallManager system may require a system software load, as well as a set of configuration files for recovery, so these should be on hand in case of a needed recovery,” Telang said. CallManager backups can be done using a supported tape drive backup or network backup to another system.
Part of Cisco’s support policy included defining when backups should occur, who will perform the backup, where the backup tape or directory can be found, and who is responsible for recovery. The following matrix shows Cisco’s file backup and recovery plan:
Device Backup Method Backup Responsibility Backup Period Recovery Responsibility Call Manager (CM) Network-CM utility to Tier 2 NT operations (no Full backup daily Tier 2 NT operations
back up server XX remote CMs backed up) at 6:00 a.m.
IOS gateway Network TFTP Data network Tier 2 After configuration Tier 2 data network
operations changes operations
IP phone None—information N/A N/A N/A
stored on CM
DT-24 gateway None-information N/A N/A N/A
stored on CM
Other network Network TFTP Data network tier 2 After configuration Tier 2 data network
devices operations changes operations
Because the CallManager is an NT device, Cisco’s NT server administration group was assigned the responsibility for managing CallManager configuration and change. This includes the following:
• Track, manage, and archive all CallManager change control logs
• Maintain CallManager configuration consistency
• Maintain CallManager software consistency, including versions and patches
• Backup schedule
• Backup recovery procedure
Resources
Cisco Certification Process: http://www.cisco.com/warp/public/10/wwtraining/
Cisco AVVID Boot Camps: http://www.cisco.com/warp/public/cc/serv/mkt/sup/advsv/kmntf/ntinmt/
IP Telephony Operations Support and Planning: http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/solution/6_operat.htm Support documentation: www.cisco.com/univercd/cc/td/doc/product/voice/c_ipphon/ip_clmgr/english/index.htm
Cisco’s IT Change Management process: wwwin.cisco.com/CustAdv/InfoSys/Ops/DataCenter/ops_manual/change_management.pdf IP Telephony FAQs: http://wwwin.cisco.com/support/library/ip-phone/faqs.shtml
4–15
Summary
A carefully thought out support plan will keep the new IPT network running smoothly and any problems resolved quickly. Cisco’s support model includes a combination of tiered technical expertise and response processes, network monitoring, network back up and recovery, and an effective Change
Management model.
The Support Team
Early engagement of the Operations and Support team will ensure familiarity with the new technology and converged network as well as issues and special configurations. Three tiers of response should be staffed with increasing expertise and ability to solve routine to complex problems.
The Support Model
Whenever possible, the support model already in existence served as Cisco’s baseline for IPT support.
Cisco’s model includes tiered support, escalating priority designations, and associated response times. The Network Management model covers fault, configuration, accounting, performance, and security.
The Support Tools
EMAN (Enterprise Management) monitors the CallManager and other IPT equipment for availability and alarms, collecting historical data for problem identification, trending, capacity planning, and statistical analysis. Determine service thresholds and use an automatic paging system for all alerts. Other monitoring tools include Performance Monitor, Event Viewer, CallManager Trace, and Sniffer Trace.
Power Backup
All CAT 6K's and Call Manager servers that support IP telephony at Cisco are on UPS power. However, smaller devices, such as the 3524-PWR switches, are generally located in secondary wiring closets (SDF's) and are not on UPS power.
Serviceability
Availability goals are based on business requirements. Cisco’s CallManager availability standards are cur-rently set for 99.99% LAN and 99.9% WAN based on MTBF, MTTR, software, power/environment, carrier/link availability, redundancy, and fault isolation.
Backup Support and Recovery
Most IPT network devices, including IOS gateway and MGCP gateway devices, support TFTP for configuration file backups.
Module 5 is the final piece of the conversion and covers the retrofit cleanup, PBX lease returns, soft-ware upgrades, disaster recovery, and network planning for the future.
T h e C i s c o I P Te l e p h o n y C a s e S t u d y
Appendix 4-1: Support FAQ
Where can I purchase an IP phone?
How can I get a sidecar?
How do I request an analog line?
Where can I get a head set for my IP phone?
I cannot receive calls from external callers?
I cannot make calls to a specific area code, why?
I am unable to transfer/hold/conference multiple calls, why?
When I am on phone calls are going into my Voice Mail?
My phone does not show up under the drop down menu at the URL for speed dial?
My Caller ID is not working on phone?
How many people can be conference called on an IP Phone?
How do I disable a Conference Call on an IP?
What if Avaya calls with IP connectivity and modem access issues?
Voice quality. There is static/distortion/popping noises on the phone line.
The guest phone in the cube is not displaying x-xxxx.
There is a new person starting in my department. He/she needs a phone and voicemail I have downloaded softphone and would like support in setting it up.
For more information on IP Telephony FAQs, go to:
http://wwwin.cisco.com/support/library/ip-phone/faqs.shtml
For a copy of Cisco’s IPT Support and Operations Solutions Guide for Day 2, go to:
http://wwwin.cisco.com/it/client/at_work/ipt_case_study.shtml
Module 5: Final Piece of the Conversion
Introduction
You’ve almost arrived. You can see your destination and it is a fully converged voice and data network with all users migrat-ed to IP Telephony. But there are still a few more things that need to be addressed before the celebration can begin.
Module 5 discusses how Cisco manages changes to the network, implements software upgrades, and takes steps to ensure continuous and uninterrupted service on the new network. This section also discusses the PBX disconnects and returns, disposal of Cisco-owned equipment, the final clean-up effort, and how IT is preparing the network for future applications and new technologies.
But We’re Not Done Yet 5–2
Change Management 5–3
Quarter End Freeze 5–4
Best Practices 5–4
Software Upgrades 5–4
Best Practices: 5–5
Disaster Recovery 5–6
Best Practices 5–7
PBX Lease Returns 5–7
Best Practices 5–8
Vendor Rules of Engagement 5–9
Best Practices 5–9
Non-leased Equipment Disposal 5–10
Retrofit Clean-up 5–11
Preparing Your Network for the Future 5–12
Lessons Learned 5–14
Resources 5–16
Summary 5–17
Appendix 5-1: CM 3.2 Software Upgrade Checklist 5–18