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DC Deconstructed – 2011 Year In Review

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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Essential Skills for Today’s Unified Communications Operations Staff

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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6 Essential Data Center White Papers

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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