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Communications Management Nirvana

March 23, 2012 at 11:56 am PST

We have a new ‘Spotlight on Unified Communications Management’ available now and it may really help many of you get your head wrapped around the value of buying and using this kind of software.  We tackle four typical headaches around:

  • Remote Site Rollouts
  • Moves, Adds and Changes
  • Monitoring and
  • Problem Resolution

We showcase the incredible new look and feel that PRIME brings to the UC Management Suite as our favorite tools have gotten a lot more integrated and easier to work with.

UCMS will help you automate the minutiae, delegate the redundant, all the while giving you a rich tool set to be in control when times are smooth and quick to react when things go awry.

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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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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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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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Boeing Delivers First 787 Dreamliner. Cisco Delivers Solutions to Boeing. Congratulations Both!

September 26, 2011 at 5:56 pm PST

Congratulations to Boeing on shipping it’s first 787 Dreamliner to ANA (All Nippon Airways). The world has been waiting and US Manufacturing has delivered. But it’s not just US Manufacturing -- suppliers as far away as Australia, Italy, Japan and Russia, to name but a few countries have been working with Boeing Engineers to bring the airplane to market -- and using Cisco or Cisco Partner technologies to do so!

The video, courtesy Associated Press’ YouTube Channel, shows the first Boeing 787 Dreamliner Airplane being handed over by Jim Albaugh, President and CEO, Boeing Commercial Airplanes, to ANA’s President and CEO - with a large key!

Jim does talk about the delays -- but it was such a vast undertaking -- and in the ‘old days’ it would have taken a lot longer! There are plenty of Manufacturing improvements that have taken place over the decades that have helped speed things up. Here are three Cisco Solution areas where Cisco and its partners made a difference: Cisco WebEx, Cisco MMVC (Manufacturing Mobile Video Collaboration) Solution, and Cisco Context aware, many using Cisco Unified Industrial Architectures. It’s as easy as 1, 2, 3 for any manufacturer who wants to know the secrets. Here’s how, and with customer comments to boot

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