Managing & Troubleshooting, VoIP

Managing & Troubleshooting VoIP

Steven GuthrieDirector, Product MarketingCA, Inc.

Interop Las Vegas 2008

2 Interop Las Vegas 2008 Network Management Copyright © 2008 CA, Inc.

Agenda

> Voice Management

� What is QoS?

– Quality of Service

OR

– Quality of Service

� Voice and Network Management

� Key metrics

� Movement toward MPLS

– WAN management for enterprises and service providers


Will the Real QoS Please Stand Up?

> In the field of telephony, quality of service was defined in

the ITU standard X.902 as "A set of quality requirements

on the collective behavior of one or more objects".

Quality of Service comprises requirements on all the

aspects of a connection, such as service response time,

loss, signal-to-noise ratio, cross-talk, echo, interrupts,

frequency response, loudness levels, and so on.

> Source: http://en.wikipedia.org/wiki/Quality_of_service

> Emphasis added


Or Is It “Classification”?

> In the field of computer networking and other packet-

switched telecommunication networks, the traffic

engineering term quality of service (QOS), refers to

resource reservation control mechanisms rather than the

achieved service quality.

> Source: http://en.wikipedia.org/wiki/Quality_of_service

> Emphasis added


Or Is It Everything for the Service?

Data Center

DNS, web

servers, etc

PSTN

VoIP Gateway

LAN Core Infrastructure

Voice & Net Management

1. Phone

2. Wire, wall jack, etc.

3. Switching core

4. Layer 3 core

5. Services

6. Voice comm/msg

7. Multimedia apps

8. IP WAN

9. Network/trunks

MPLS

IP Backbone

Unified Communication

& Messaging Systems


QoS Is More than MOS and DiffServHow Can I Manage Quality of the Service?

> How can I do effective service level management?

� Communicate the value of IT to the business

> How can I minimize downtime?

� Minimize number of occurrences (outages and degradations)

� Leverage historical trending and reporting

> How can I do rapid problem resolution?

� Correlate seemingly unrelated events automatically

� Identify root cause of problem quickly

� Minimize duration and cost of downtime

> How can I perform adequate capacity planning?

� Ensure capacity exists to support the business

� Identify where capacity is needed and where it isn’t utilized


Traditional View of IT Management

Separate ‘silos’ of management staffs and tools

DESKTOP

Client apps,OS,

hardware, etc.

NETWORK

Switches, routers, firewalls, IDS, load balancers,

etc.

SERVERS

Physical box, OS, etc.

DATABASES

IMS, DB2, Oracle, SAP, etc.

APPs

CRM, ERP, SCM, etc.

VOICE

Phones, PBX,

voicemail, gateways,

etc.


SERVICES

ASSETS USERS

PBXs, switches, routers, DBs,

servers, applications, etc.

Voice service, ATMs, VPN

service, online banking,

back office, etc.

Online consumers, ATM walk-

ins, employees, IT staff

Service-Oriented View of IT (i.e. Bank)


Voice, Network and IT ManagementA la Carte, Suite, Integrated?

> Possible ‘tools’ as part of overall solution

� Voice management

� Network performance management

� Network fault management

� Systems (server) management

� Application performance management

� Database performance management

� Network service management

� Capacity analysis and planning management

� Asset management


What to Manage?Key Management Metrics

> Some are more important than others� Availability

� Bandwidth utilization

� Packet loss, delay, jitter

� Call activity: attempts, failures, delays

� Voicemail subscribers, usage and dormancy (last login)

� IVR usage, time spent, abandons

� Threshold violations (and time over threshold violations)

� Deviations from normal behavior

� Utilization of CPU, memory, disk (L2/L3 and voice devices)

� Installed software, board firmware, vintages, etc.

� Port/trunk traffic (max and min of capacity)

� Blocks and overflow to more expensive routes

� Capacity (top limits and under-utilization)


Use Different Levels of Monitoring

> Leverage existing agents to save $$$

� Many platforms include an SNMP agent

� Windows, Linux, BEA, etc., include native agents

� Leverage SNMP traps for notifications

> For key systems, install an agent

� Comprehensive performance stats

� Autonomous self-monitoring

� Parse logfiles for key messages

> For key application servers, do more

� Detailed application-specific stats

� Advanced diagnostics for Exchange, SQL, Oracle, IIS, etc.


Enterprises Move to MPLS-Based VPNs

> Enterprises often can “see” their remote CEs and SP’s PEs

� Otherwise, view can be limited


MPLS VPN Management – Enterprise

>Monitor connections to

provider and remote

locations

>Managing service health

� Monitor provider health

� Monitor health of remote sites

� Identify root cause of serviceoutage / disruption

� Selectively auto-provision service assurance tests


MPLS VPN Management – CSPs

>Unlike enterprises,

communication service

providers have full visibility

>Typical requirements include:

� VPN discovery & visibility

� Automated service assurance testing

� Service health

� VPN traceroute & alerting on unstable paths

� Integration with tools for trend analysis & capacity planning

Managing & TroubleshootingVoIP

Steven GuthrieDirector, Product MarketingCA, Inc.

Interop Las Vegas 2008

THANK YOU!

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Managing & Troubleshooting, VoIP