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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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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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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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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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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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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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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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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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


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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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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


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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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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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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


4.x

Configuration

7.x

Configuration

=

Did The Configuration

Change ?

Did The Configuration

Change ?

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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.


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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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


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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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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Summary: Framework for Successful Cisco CallManager Upgrade


• 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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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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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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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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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]

Documents

Cisco Call Manager Upgrades