NetIQ VoIP & Unified Communications Training

1. NetIQ VoIP & Unified Communications Training Haf Saba Senior Solutions Specialist, Asia-Pacific

2. IP Telephony

3. What is VoIP? • Voice calls over an IP network • One converged network • Voice traffic competes for resources with data traffic (email, web, database, file transfers, etc.) • New servers, network devices, and applications that need to be managed

4. IP Phones Common IPT layout Backup Data Web Interface Email Server Voicemail Server Contact Center Network Devices IP Phones Hardware and OS IP PBX Voice Gateway

5. VoIP TriggersWhy Move to VoIP / IP Telephony? • Moving to new facility • Replacing aging infrastructure • Need to centralize voicemail • Need to integrate call features across multiple locations • Workforce becomes more mobile • Want virtual contact center • Time for network upgrade • Voice survivability/ disaster recovery • Renegotiate telecom contract Source: Nemertes Controlling OPEX in Enterprise Communications Webinar 2008

6. VoIP GlossaryTechnologies • VoIP – Voice Over Internet Protocol, the networking protocol optimized for the transmission of voice through the Internet or other packet-switched networks. • IP Telephony – the technologies that use VoIP to exchange voice, fax, and other forms of information that have traditionally been carried over the dedicated circuit-switched connections of the public switched telephone network (PSTN). • PBX – Private Branch Exchange, a telephone exchange that serves a particular business or office, as opposed to one that a common carrier or telephone company operates for many businesses or for the general public • Call Server – a non-technical term referring to the servers responsible for connecting callers during phone calls; encompasses Nortel Contact Center, Cisco Call Manager, and Avaya Communication Manager

7. VoIP GlossaryQuality Terms • Mean Opinion Score (MOS) – a numerical measure of the quality of human speech at the destination end of the circuit, on the following scale: (1) bad; (2) poor; (3) fair; (4) good; (5) excellent • Quality of Experience (QoE) –subjective and relates to the actual perceived quality of a service by the user • Quality of Service (QoS) – Ability to provide different prioritization to different applications to ensure a high level of performance

8. VoIP GlossaryProblem Causes • Jitter – the variation in the time between VoIP packets arriving, caused by network congestion, timing drift, or route changes; often causes voice quality problems • Delay – also called latency, or the time it takes for VoIP packets to be routed from source to destination; long delay causes voice quality problems • Data Loss – also called packet loss, the failure of one or more transmitted packets to arrive at their destination; data loss causes voice quality problems

9. IP Telephony (VoIP) Management

10. Management Lifecycle

11. Management Goal and Challenges Goal: Cost-effectively deliver voice quality on IP infrastructure Challenges: Current networks not designed to handle VoIP traffic Tendency to overinvest in infrastructure Lack visibility into quality of communications Limited in-house expertise Voice + Data = Complex 11

12. Effective VoIP Management • Plan for a successful roll-out • Manage the complete service • Continuously monitor servers and networks • Automate corrective actions, problem escalation and reporting • Deploy a single integrated management view • Improve Quality of Experience • Constantly reassess

13. Cost of Neglecting VoIP Management? • Quality problems are HIGHLY VISIBLE • Dropped phone calls • Poor call quality • Extended downtime • Lost productivity • Network outages • Lost revenue • Increased demands on IT staff • Decreased IT staff credibility

14. IP Telephony Mgmt: ROI Figures Source: Nemertes Controlling OPEX in Enterprise Communications Webinar 2008

15. “You just can’t plug VoIP hardware into your network and expect it to work flawlessly.” Lisa Pierce, Vice President Forrester Research Telecom & Networks group

16. Recommended VoIP Mgmt Budget Source: Nemertes Controlling OPEX in Enterprise Communications Webinar 2008

17. Telephony Market • Core PBX ~ $6B • Up 6% from 2007 • 6.25m line stations • Add-ons/Service ~ $4.5B/yr • We fit in here • VoIP Management ~ $145M • IDC Projection for 2007 • If your customers don’t have VoIP yet – They Will Soon! Source:BCR, “IP Communications Market Hitting Full Stride”, Jan 2007, “Enterprise Communications Market Enters New Competitive Order” Feb 2008

18. NetIQ Product

19. NetIQ VoIP Management Products • Vivinet Assessor • AppManager Suite • AppManager for VoIP (plus other modules) • ResponseTime Modules (especially for Networks) • AppManager Performance Profiler (AMPP) • Analysis Center • Vivinet Diagnostics

20. Evaluates a network’s ability to support VoIP’s unique network requirements Highlights limitations of the current network Provides polished, yet customizable, assessment reports Vivinet Assessor

21. Vivinet AssessorVoIP Quality • Highlights the percentage of Good, Acceptable, and Poor quality calls that can be expected • Shows the network factors that are adversely affecting overall call quality

22. Vivinet Assessor Benefits • Helps ensure VoIP success • Determines if your network can handle VoIP prior to deployment • Highlights limitations of the current network • Delivers network enhancement recommendations • Provides polished, customizable, assessment reports • Executive Summary • Full report • NetIQ enables companies to demonstrate and validate successful VoIP implementations

23. AppManager Suite • The following core capabilities apply to VoIP: • Intelligent systems monitoring (VoIP modules for AM) • End-to-end service visibility (Control Center and ResponseTime Modules) • Enterprise reporting and analytics (Analysis Center) • Predictive performance management (AMPP)

24. Enterprise Reporting and Analytics NetIQ AppManager Predictive Performance Management End-to-End Service Visibility Intelligent Systems Monitoring CA Unicenter Tivoli Enterprise Remedy NetIQ SM OpenView Netcool MOM NetIQ SCM Veritas NetBackup Veritas Backup Exec CA ARCserveIT Dell OpenManage MS IIS MS MQ Apache J2EE GUI-based Customization and Connector-Based Integration Enterprise Connectors BEA Weblogic IBM WebSphere WebSphere MQ Series HP Insight Manager IBM Netfinity Directory Siemens ServerView Dynamic Grouping for Keeping Pace with Changes Microsoft Analysis Services Out-of-the-Box Value with Knowledge Scripts™ Targeted Policy Exceptions to Meet Unique Requirements Application and Web Storage and Hardware Oracle RDBMS VMware ESX VMware VirtualCenter Easy Implementation with Auto-Deployment Broad, Heterogeneous Coverage Microsoft Cluster Server Microsoft Network Load Balancer DBMS and Applications Microsoft SQL Server Microsoft Transaction Server Custom Applications VirtualizationTechnology Simplicity Flexibility MS Exchange MS SharePoint RIM BlackBerry Messaging/Collaboration Operating Systems Windows HP-UX iSeries Lotus Domino Sendmail Linux IBM AIX Solaris NetIQ provides AppManager modules for the important components of VoIP: Nortel, Cisco, Avaya and Microsoft IP telephony, plus infrastructure elements (Windows, Active Directory, SQL Server, network devices and more). Response Time VoIP/IP Telephony Active Directory MS Exchange Windows (Win32) VoIP Quality Cisco IP Telephony Cisco Voicemail Cisco IPCC Web Network and Security Microsoft Infrastructure Networks SQL Server Oracle Nortel IP Telephony Nortel CC Call Data Analysis .NET Framework Cisco IOS Extreme Networks AppCenter SMS Citrix Nortel Alcatel MS ISA Server Trend Micro Sybari Antigen SNMP Active Directory BizTalk Commerce Server Terminal Services

25. AppManager for VoIPUmbrella for multiple modules • Server Modules: • Cisco Unified Communications Manager (Call Manager) • Cisco Unity • Cisco IP Contact Center • Nortel Business Communications Manager • Nortel CS1000 • Nortel Contact Center • Avaya Communication Manager • Others… • Call Data Analysis

26. AppManager for VoIPServer Modules VoIP Server IP PBX, Gateway • System Usage • CPU • Memory • HealthCheck • Key services • Hardware – fans, temperature, etc. • Call Activity • Calls attempted • Calls completed • Registered Phones • Missing phones

27. AppManager for VoIPCall Data Analysis- Cisco ONLY • Monitor the network • Call quality • Delay • Jitter • Lost Data • Monitor continuously to establish baselines & trends

28. AppManager for VoIPBenefits • Simplifies voice management • Maximizes performance and uptime • Lowers support costs • Rapidly identify critical problems NetIQ “has a holistic view of the management of the VoIP environment, making it unique among available products.” - Gartner Research

29. NetIQ Analysis Center

30. Vivinet Diagnostics Diagnostics and Call Quality • Troubleshoots VoIP call quality problems • Automatically collects troubleshooting data • Analyzes the data and highlights problems • Prioritizes problems according to severity • Saves detailed results • Integrates with Vivinet Assessor & AppManager

31. Vivinet DiagnosticsBenefits • Cuts down on time spent resolving voice quality issues • Reduces skills needed for troubleshooting • Minimizes tools required • Enables troubleshooting in both pre- and post-deployment environments • Requires minimal configuration

32. Benefits of NetIQ VoIP Mgt Solutions • Proactive management of VoIP network • Certified multi-vendor solution • In-call, End-of-Call alerting and reporting • Imbedded RTCP-XR agents in Nortel phones • Diagnostics run while call is in progress • Centralized view of converged network • AppManager • Control Center • Web Console • Decreased time-to-resolution • IP PBX Troubleshooting • Vivinet Diagnostics • Improved bottom line • Decreased Downtime and associated costs • Improve overall customer satisfaction with VoIP

33. AppManager: for MSPs

34. Realtime Monitoring ICMP Response Realtime Monitoring IPSLA (Cisco-router) Realtime Monitoring Synthetic VoIP Traffic Realtime Monitoring IP Phones Monitoring Operation and Maintenance (OM) Files Monitoring VoIP QoS AppManager (Monitoring) Analysis Centre (Reporting) Vivinet Diagnostic (Troubleshooting) MSP Network

35. Proxy-1 Proxy-3 Proxy-4 Proxy-5 Proxy-2 Customer-1 Nortel CS1k Nortel Contact Centre BCM Customer-2 Cisco CallManager IVR, IPCC, Customer-5 Vendor independent VoIP Quality Module Customer-3 Avaya Communication Manager Customer-4 Microsoft Office Communications Server VoIP Management for multiple VoIP vendors. AppManager (Monitoring) Vivinet Diagnostic (Troubleshooting) Analysis Centre (Reporting) MSP Network

36. Vendor Relationships

37. Manage with NetIQ AppManager Cisco Nortel Avaya Microsoft • VoIP Quality • OCS 2007 • VoIP Quality • Cisco IP Telephony • Call Data Analysis • Cisco Voice Mail • Cisco IP Contact Center • VoIP Quality • Nortel IP Telephony • Nortel Contact Center • VoIP Quality • AvayaCM

38. Understanding Value points Top 5 Reasons to consider VoIP Management Proactive Management of End User quality of experience in realtime Reduces Downtime and decreases Mean Time To Resolution Supplements troubleshooting knowledge and skills in a heterogeneous data network Service Level Management reports for IPT and data network Reduces finger pointing between Voice and Data teams

39. NetIQ & Cisco • AppManager is Cisco Certified Compatible • Cisco Professional Svc uses our tool • Cisco is a Vivinet Assessor Customer • Majority of NetIQ for VoIP Customers are using Cisco (MSP)

40. NetIQ & Avaya • NetIQ is a member of the Avaya Developer Connection Program • AppManager for AvayaCM is certified by Avaya • Avaya is a current Vivinet Assessor customer and recommends Vivinet Assessor to their field and channel as a network readiness assessment tool

41. Unified Communications

42. Multiple Definitions of UC • Every vendor & customer defines UC differently • UC is a combination of voice & data technologies: • VoIP Technologies • Email/ Messaging Platforms • Network elements • Applications • AND MORE! • Native tools only manage individual pieces • UC = Multi Vendor Unified Communications is inevitable

43. Gartner Magic Quadrant for UC Source: Gartner ; Magic Quadrant for Unified Communications, 2007

44. Unified Communications Defined • Here are the common components of UC • IP Telephony • Email & Messaging • Presence • Video • Multi-Media Conferencing (Voice, Video, & Web) • Mobile • Integration of: • Business applications • Network • Voice

45. Companies need visibility to their entire communications environment. NetIQ, an Attachmate company, offers them the comprehensive UC management solution they need to ensure success.

46. NetIQ UC Management Solution • We MANAGE the various components of the communication environment • Lifecycle approach • Plan and Test for Successful Roll-Out • Manage the Complete Service • Proactive Improve Quality of Experience • Simplify management of this complex system • Empower the organization to use their technology more efficiently and effectively

47. Qualifying Questions • What vendor are you using/Planning to use for your VoIP environment. • Have you had any problems with the new phone system? • How do you plan on monitoring your VoIP environment since it is now an application or service? • What happens if emergency calls don’t go through? • I understand you have plenty of bandwidth, its not about bandwidth its about Voice Quality. VoIP relies on more than just bandwidth. • How do you plan on managing the quality that the network is delivering to the voice application? • Are you required to measure SLAs? What does your management require you to measure? • Are the telecommunications groups asking for capacity planning reports? • In the PBX world, uptime and call quality were perfect, are you aware that with out proper monitoring your VoIP environment will not perform the same? • Your end users are used to the phones working 100% of the time, how do you plan to manage those SLA’s?

48. Unified Communications ManagementCustomer Analysis Goals Challenges Our Approach Provide a solid foundation for IP telephony Minimize the initial investment required for infrastructure readiness Solve problems early and ensure a successful roll-out of new systems Networks and systems not designed or tested for IP telephony Tendency to overinvest in infrastructure Lack of in-house expertise for proper assessment and planning Plan Plan and Test for Successful Roll-Out NetIQ Solution Maintain service levels, including availability and quality of experience (QoE) Quickly resolve quality issues to minimize business interruptions Simplify management to reduce total cost of ownership Lack of visibility into quality of communications or application response time Native or niche tools that manage only a small part of the UC environment UC is complex and interdependent on many systems and technologies Manage Manage the Complete Service NetIQ Solution Discover and correct problem areas or unmet SLAs Empower voice teams to understand the impact of changing data networks Ensure the service is prepared for increased capacity requirements Complexity of the service combined with a lack of expertise Lack of data consolidation and insufficient reporting from native or niche tools Lack of tools that manage today’s multi-vendor networks Improve Proactively Improve Quality of Experience NetIQ Solution

49. Unified Communications ManagementSolution Overview Plan and Test for Successful Roll-Out Manage the Complete Service Proactively Improve Quality of Experience End User Applications Quality Diagnostics & Service Level Reporting 360 ° Monitoring Network Readiness Assessment Messaging & Infrastructure Applications CONVERGENCE Voice & Data Network Discover & Assess Network Devices Emulate VoIP Traffic on LAN / WAN Model and Predict Quality of Experience Baseline Performance & Response Times Manage All Important Elements of the UC Service Assess Voice Quality (QoE/MOS) in Real Time Measure End User Response Times Reduce the Mean Time to Resolve Incidents Resolve Problems with Intelligent Diagnostics Consolidate & Analyze Call Data Report Service Levels to Stakeholders Perform Trend Analysis & Capacity Planning Roll-Out and Reassessment