Cisco IT has deployed voice infrastructure around the world in order to handle our 1+ million voice calls per day with high levels of quality and reliability. We used to manage this infrastructure with four separate regional teams: one managing the Western part of North America, another managing Eastern North America and Latin America, the third Europe/Middle East/Africa, and the fourth Asia/Pacific. But we found that this regional organization led to inconsistent operations because the regional teams had different ideas on how things should be done and they applied our corporate standards in different ways.
Our early lack of global consistency led to inefficiency in our support operations. We would have people from different time zones trying to help troubleshoot problems and be unable to support an unfamiliar configuration. And this meant that our regional teams had to provide around-the-clock support by themselves – which led to sleepless nights and frayed nerves.
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Tags: coc-collaboration, IPT, management, operations, support, telephony, UC, unified communications, unity, video, Voice, voicemail, voip
Roughly one year ago, Cisco was one of the first global companies to launch its own collaboration solution – we deployed our integrated workforce experience (IWE) powered by Cisco Quad across our enterprise to 110,000 employees and contractors worldwide. Today, I’m thrilled to report that IWE Powered by Cisco Quad 2.5 has launched – a significant upgrade that offers new capabilities, making it easier than ever before for our teams to collaborate together. Read More »
Just a decade ago, supporting enterprise voice services was simpler, our voice operations support scope was smaller, and one person could be proficient in everything you needed to know for voice operations. But as IP telephony capabilities grew into Unified Communications, the skills our engineers had to be proficient in grew exponentially.
Today, we support UC systems and collaboration platforms, both on traditional hardware and now on virtualized server platforms (Cisco UCS). We still support phones and softphones, but now we also support mobility services, video phones and mobile devices like the Cisco Cius, voice and video conferencing, menus of phone-based services, and ever-more sophisticated customer support tools in our contact centers. There are now so many things within the scope of the UC systems that we manage that it would be extremely difficult in an enterprise the size of Cisco to be an expert in everything. So, individuals on our voice operations team need to specialize.
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Tags: administration, coc-collaboration, IPT, management, operations, personnel, support, telephony, UC, unified communications, virtualization, voip
I spoke at my son’s school for Career Day a couple of years ago. I talked about my time as a newspaper reporter and basic news writing principles such as the five Ws, attribution and the inverted pyramid. There’s a chance I’ll return this year to talk about being a Data Center manager, which has me pondering what Data Center basics to cover.
If you had to explain Data Center fundamentals to a newcomer, what would you talk about? Availability? Power density? The fact that everything people do online is enabled by a Data Center somewhere?
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Tags: air economizer, ASHRAE, case studies, Cisco, coc-data-center, data center, datacenterdeconstructed, Emerson, energy efficiency, EPA, Intel, The Green Grid, Uptime Institute, white papers
Imagine if you were a building contractor and a client came to you and said, “I need you to build a commercial facility suitable for a variety of occupants, including a 24-hour machine shop that consumes massive amounts of electricity, a workshop for the disabled full of assistive equipment, and a rare gems dealer who requires maximum security. Oh – and by the way – they’ve all signed 5-year leases, so your design will have to anticipate their future needs.”
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Tags: coc-data-center, data center, DC, multitenancy, virtualization