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Location, Location, Data Center Location

January 4, 2012 at 10:00 am PST

I spent a recent weekend helping a friend load his belongings into a moving van, in preparation for relocating his family from California to Texas.  Sometime between lifting my end of a sofa and carrying boxes that apparently contained his collection of concrete blocks, we talked about his search for a new home.

Although there are certain amenities he would like his new house to have, the biggest influence on his choice of residence is the old real estate axiom location, location, location.  He has a child in preschool and a good job, so you can guess his priorities:  something near a highly rated school, not too far from work and where property values are apt to rise over time.

Location is a critical consideration for Data Centers, too, although for different reasons.  Read More »

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How Cisco IT Organizes Its Voice Operations

How many people does it take to manage the service infrastructure supporting over 150,000 hardware phones, 50,000 soft phones, and 10,000 room and desktop video devices. That’s the size of our UC infrastructure at Cisco, and today we manage all our voice, voicemail, and video services with an integrated voice and video Tier 3 operations team of 25 people, and another 5 people supporting contact center applications and services. We do this by continually finding new efficiencies – learning new ways to support existing services so we can spend more time learning how to support the new technologies.

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DC Deconstructed – 2011 Year In Review

December 14, 2011 at 10:00 am PST

Congratulations on a great first year for your Data Center Deconstructed blog.

I say yours because you choose the subject matter through the questions you submit.  Sure, I do the writing and video production but really I’m just the chauffer.  My hands are on the steering wheel; you decide where we go.

As we come to the end of the road that is 2011, let’s check the rearview mirror and see the most popular stops along our path.  Here are the Data Center Deconstructed topics that garnered the most attention this year: Read More »

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Simplifying Global Voice Operations

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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Collaboration is Hot … Cisco Deploys Latest Version of Its Own Collaboration Platform

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 »

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