Unified Communications Service Portfolio Executive Overview V7

Unified Communications Service Portfolio

Frank Tartaglia
Global Service Portfolio

Radian Technologies
Solutions That Work

Client Unified Communications - Innovation
for Next Generation Technologies

Unified Communications – Integrating
Services & Solutions

Colloboration Teams & Integrated Service

Unified Communications -Vertical Solutions

UC – Integrated Application Solutions

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Solutions That Work Client Confidential 2

Executive Summary
Executive Summary
Client – ABC Corporation

Background – Global manufacture of integrated products and services geared towards
multiple industries. The Unified Communications Portfolio provides a suite of
telecommunications and contact center telecommunications solutions

The Client in concert with its global Telecommunications Service Partners shall design and
deliver a fully advocated solution by leveraging Cisco Systems & Avaya based
Telecommunications & Contact Center solutions & services

This comprehensive solution will assist the senior leadership teams to comprehend the
Value Proposition and experience Next Generation – Unified Communications Services

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Unified Communications Services Portfolio

Client Profile
Successful IT organizations are not necessarily high tech firms, they are however,
‘plugged in’ to provide the necessary information to leverage this information to
empower all of its employees.

Unified Communications Perspective

 Transform Unified Communications from a Liability to a Strategic Asset

 Fix what’s broken - Develop a comprehensive Vision and gain senior LT buy in

 Building the Digital Platform – Standardize, Improved Quality, Operational Excellence,
Client eased reliability & Reduced OPEX

 Now the heavy lifting begins – this will take time and money to accomplish – here is
where the buy in comes into play

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Situational Analysis
The Client is currently faced with the need to increasingly improve efficiencies, from an
Operational Cost (OpEx) containment and Time-To-Market perspective. Adopting and
implementing an Advanced Unified Communications Model:

Corporate Governance:
 IT Principles – IT requires that LT management specify the firms operating model
 Enterprise Architecture – Governance, Business Processes & Technology Standards
 IT Infrastructure – a set of shared IT services available through out the organization
 Business Needs and Project Deliverables – Comprehensive business case that drives Realistic Expectations
 IT Investment & Prioritization – Governance & Discipline

Corporate Focus:
 Lean Enterprise
 Business & Technology Development
 Improved Subscriber/ Partner / B2B-B2C Relationships
 Growth Initiatives & Opportunities

To remain competitive:
 Client must evolve its Unified Communications Service Delivery Model to Gain Efficiencies
 Remain Agile to meet Market demands
 Improve Client / Partner / C2B Responsiveness

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Core Competencies & Human Capital
Delivering sophisticated technologies and perpetual motion are the order of the day. Maintaining
competitive service delivery efficiencies, operational cost containment and time-to-market perspective remains a
challenge. Cultivating required skills supporting and Advance Communications Service Delivery Model must
encompass:

Leadership — Examines how senior executives guide the organization
Strategic Planning — Examines how the organization sets strategic directions and how it determines key action
plans
Customer &
Market Focus — Examines how the organization determines requirements and expectations of customers
and markets
Information
& Analysis — Examines the management, effective use, and analysis of data and information to
support key initiatives

HR Focus —Examines how the organization enables its workforce and how workforce management
is aligned with the organization’s objectives.
Process
Management —Examines aspects of how key production/delivery and support processes are designed,
managed, and improved

Business Results — Examines the organization’s performance and improvement in its key business areas:
Customer Satisfaction
Financial and Marketplace Performance
Supplier & Partner Performance
Operational Performance
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Business Pressures
• The Client has expressed a concern with its accelerated growth in
relation to its ability to address the rapid pace of change
– The business pressures are effectively managing the expanding growth
which encumbers Stakeholders, Subscribers, Partners, and operational
concerns that require immediate action
– Retain the philosophy and importance of delivering the Right Service to
the Right Audience at the Right Time
– Continuous improvement of its Unified Communications Service Delivery
Model
– Aligning Engineering expertise with Stakeholders /Partners/ Subscribers
permitting its skilled Professionals to identify appropriate solutions
– Leverage Next Generation Technologies as the underpinning of Unified
Communications in order to deliver Operational Excellence, Processes &
Methodologies

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Objectives and Initiatives

• Deliver the most Cost-effective and • The proposed Unified Communications
Operationally Efficient Networks Portfolio Model accelerates business value
by providing flexibility, scalability, and
enhanced functionality consistently across
the Enterprise

• Provide flexibility to meet an expanding • Integrated Web Portal & Applications that
business model permits global communities to adopt a Self
Service Approach

• Create an on-demand service & business • Market penetration and Time
architecture enabling advanced to Market improvements through advanced
networking technologies to seamlessly technological constructs
integrate

• Positioned for Future Business • Reduce overall operation expenditures
Opportunities through advanced technologies – 15% -25%

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Unified Communications Services

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Unified Communications - Enterprise Central will deliver…

Global Simplicity

Self-Service Model

Global Reporting and Collaboration

Visibility, Analysis and Best Practice Insight

Control and Predictability

Operational Excellence – Life Cycle Management

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Client Focus: An Integrated Approach

Client Constructs – Integrating Unified Communications
• End to End Solutions - Achieving
Value & Innovation
• A set of Unified Communications
service constructs built from the
most effective Applications and
Engineering capabilities
• Enabled by a suite of proven, the
Client tools, techniques,
methodologies and capabilities
• Supported by a Global Support
Organization & Service Partners

Tools, Techniques, Methods, & Capabilities

Constructs - Integrates Consulting and Global Delivery
Providing Business Transformation

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Unified Communications
Business Enablement Strategy

Business Enablement & Strategy Imperatives
Business Imperatives
Differentiated by providing Client’s with holistic approach to Unified
Leading Strategies Communications and a Service Delivery model in terms that lead the market
and Solutions through technological adoption and business process improvements
Strengthen & Defend the Core

Achieve new business growth through technological and business constructs
Growth while defending the Service Delivery model through improvements in service
delivery

Achieve an industry standard cost position, efficiency and quality through
Sustained Cost world class, leveraged, and consistent business & technological practices,
Competitiveness standards and service levels

Achieve highest levels of technological ‘referenceability’ by setting new
Partner of Choice standards for those Client & Partners within specific vertical market
segments

High Performing Be recognized as a High Performance – People organization in order to
People & recruit, develop, and retain the most talented Industry Professionals
Organization

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Unified Communications – Product Tiers
Tier Description
Cisco® 7942 Telephone
Entry Tier Easy, single-user, The Cisco Unified IP Phone 7942 is a full-featured
Personal 7942 enhanced business IP phone that addresses the communication needs of
the transaction worker. face-to-face video
Simplified deployment and management – just like any other Cisco IP
phone

Cisco® 7962 Telephone
Mid-tier The Cisco Unified IP Phone 7962 is an enhanced, full-featured manager IP
7962
phone that provides six backlit programmable line and feature buttons
along with four interactive soft keys to help guide users through various
call features and functions

Cisco® CIPC Telephony Solution
Cisco IP Communicator (aka: CIPC or Cisco Soft-Phone) is a mobile
Mobile Tier desktop application that turns your laptop into a full-featured IP Phone
Road Warrior allowing you to place and receive calls from your computer.

Highly-secure plus fully-eClient ypted communications

Cisco® CIPC Telephony Solution
Cisco Unified Communications Solutions unify voice, video, data, and
High Tier
mobile applications on fixed and mobile networks, delivering a media-
rich collaboration experience across business
Board room
Unified Communications provides exceptional levels of integrated
Customer center
business functionality and IP converged communications
features/functionality

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Mobility Services – Product Tiers
Tier Description
Traditional Entry Level Mobile / Cell phone
(ATT/Sprint/Verizon/Vodaphone)
Entry Tier
Provide SMS texting, Voice Mail, and other programmable line and feature
Personal/CE buttons along with four interactive soft keys to help guide users through
Model
various call features and functions
No major sync issues since MR8 was installed

BlackBerry Devices As Data (Only) Service
Mid-tier
Carrier OTA Updates caused Corp BlackBerry users to drop sync to wireless
Mobility email services (primarily Verizon & Sprint)
Devices No major sync issues since MR8 was installed
Motorola Devices - DROID X successfully synchronizes Client email,
contacts
and calendar services
DROID X meets EAS security requirements for Pass code/PIN (minimum 6
High Tier
digit) and Remote Wipe
Mobility Devices
DROID X is a touch screen only device running Android 2.1 featuring
Motorola’s updated ‘MotoBlur’ UI, which includes the additional security
policy support for Exchange ActiveSync .
Tablets -
Multiple tablet/slate devices to be released running Android, WebOS,
Windows (Phone 7 OS?) and BlackBerry OS.
High Tier iPad expected to remain the dominant tablet computer through 2012.
Mobility Devices Figures from iSupply show iPad accounts for 74.1 percent of global tablet
shipments this year.
Tablets still not a full laptop/netbook replacement.

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Collaboration Services
Meeting Place & WebEx Integration

Great deal of flexibility & benefit: Dependencies:
– Easily share ideas - anyone, anywhere, anytime – SAAS Model
– Meets the needs of an increased mobile – Video - requires increased
workforce network capacity
– Integrate "the best" apps across the mobile and
desktop user communities
– TelePresence two way video integration – future

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Video Collaboration – Product Tiers
Tier Description

Entry Tier Easy, single-user, face-to-face video
Productivity savings in time & travel
Personal
Simplified deployment and management – just like any
other Cisco IP phone

Cisco® TelePresence System 500
Mid-tier Individual, small room use
CTS-500 Mobile Unit – Can be used in specially configured rooms
5Mbps Bandwidth, High Definition(1080p)

4 seats at the virtual table
High Tier General purpose room
Small room 5Mbps Bandwidth, High Definition(1080p)
Wideband Audio
Imperceptible Latency

12 seats at the virtual table
High Tier
Purpose-built room
Board room
15Mbps Bandwidth, High Definition(1080p)
Customer center
Spatial Wideband Audio
Imperceptible Latency

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Consulting Services - Next Generation Telecommunications Portfolio

EnterpriseTelecommunications Portfolio
Voice Portfolio Managed IP Telephony
• Enterprise Voice Communications
• Consolidated Dial-plans
Network Voice Applications • Network Consolidation
• Mobile Office Communications • Minimize Toll Expense
• Unified Communications • Simplify Network Complexity
• Fax • Centralized System Configuration and
• IVR Self Service Management
• Corporate Directory • Foundation for new capabilities
• Virtual On-net Services
• CDR/ Call Accounting Hosted Voice Mail
• Standardized User Interface
• Cost Control
• Centralized Management
Telecom Expense • Mobility
• Intelligent Call Routing
Management
• Policy Enforcement
• Call Accounting - TEMS
• Auditing
• Consumption Reporting Multi-media Conferencing
• Cost center allocations • Significant Cost Savings
• Spend Analysis Virtual Contact Center • Increased Functionality and Productivity
• Requirements Analysis • Reporting • Reservationless meeting
• Contract Compliance • Performance Management • Simplified Environment
• Supplier Performance Measurement • Command and Control • Supports a wide range of end-user devices
• Workforce Management
• Skills Based Routing
• Knowledge Management

Unified Communications Service Portfolio ~ Delvers Real-Time Business Agility

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A Strategic Approach

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Unified Communications – Service Delivery Model
A Logical Technology Model & Service Delivery Architecture

Client Corporation Unified Communications & Technology Service Delivery Model
Quality of Service
Logical Technology Model Operational Support
Customer Document Service Description Engineering
Manual
Guidelines

 Customer Document - A Next
Generation Network (NGN) Customer Document
architectural vision
Marketing Marketing Technical Overview
 Service Description – Foundation for Flyer Service Guide
Unified Communications Platform Presentation

 Fluid Architecture
 Enterprise Applications and Systems Service Description
Integration Architecture Product Technical Product
 Operational Support Manual – Reference Design (LTM) (SAAS/SOA)
Comprehensive Description of Client ’s
global Infrastructure
 Service Delivery Model - service Operational Support Manual
centric IP based model Operations Operational Operational Operational
 Engineering Guidelines – References Design Guide
 Industry Standards and Services
 Positioned for Next Generation IP Engineering Guidelines
based infrastructures Implementation Product Subscriber
Physical Technology
 Service Delivery Implementation Operations
Design
Document Manual

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Innovation - Key Elements of the Investment Strategy

• Embed intelligence to deliver truly global enterprise network for both voice and
Help Desk
Service Model data capabilities
Network • Deliver services and capabilities to remote/virtual users
f
• Leverage network horsepower to allow users to share data and collaborate using IP
Convergence capability
• Provide cost-effective way for individuals and teams to “work smarter”

• Integrate multiple carrier services to deliver best cost and service area coverage
Network Edge • Provide transparent class of service mapping across multiple providers
• Deliver application acceleration
Intelligence • Bandwidth optimization to control cost

• Enable individual and work team productivity
Collaboration • Evolve from interaction to communication to work
• Deliver next generation services leveraging the converged network

“The Network is the Enabler of the Collaborative Experience”
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Unified Communications - Business Value
Business Value of a Unified Communications Deployment
Immediate Cost Reduction:
Enterprise Communications Value • Network Convergence
Timeline
Source: The Yankee Group, 2003
• Minimizing Toll Expense
Future value
will be from • Reduced Transport
productivity
• Simplified Network
Business Value

improvements from
Current value
realized on
enhanced
applications
• Centralizing System
infrastructure VoIP Configuration & Management
capital and Applications
operational savings Future Benefits:
• Increased Employee Productivity
Communications • Enhanced New Site Expansions
Network
Infrastructure
• Customized Migration Plan - SIP
• Network-Based Applications
Now
Time • Foundation for New Capabilities
Increased Business Agility with Reduced Costs
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Architecture & Strategy
Emerging Technologies

Emerging Technologies & a Global Horizon
• Cloud Services & Platforms
• Global Voice and Video
Effective Value-Add

• Social Networking
• Mobile Applications
• SOA
• Master Data Management
• ITIL/Six Sigma/CMM/PMBOK
• Customer IT Presence • Managed Services
• Web Portals/User Experience • High Availability Services
• Initial Business Intelligence • Enterprise Collaborative Services
• Loose Integration • Soft Phone & Teleworking
• VOIP • SaaS Model WebEx
Efficient

• Central IT • ITIL/PMBOK/ Virtual Call
• ERP Centers
• Web
• Emerging ROR Data
Foundation

• EDW
• Green Screen • Tight Integration
• Client Server • CMM Level 2
• Redundant Data
• Shadow IT

2000 2004 2010 2012+

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Unified Communications - A Strategic Approach

Immediate Term Short Term Long Term Vision
Tactical Positioning

• Implement IP PBX where • Continue migration to IPT •Complete migration to voice
immediate opportunities • Multimedia Conferencing strategy
Business Value

arise • Unified Messaging •Collaboration
•Implement Mobile VPN • Modify LAN &WAN •Fixed Mobile Convergence
• Migrate to Mobile for Quality of Service (QoS) •Virtual Contact Centers
Office • Continue migration to •Unified Communications
•Corporate Dial Plan Mobile Office
•SIP Transport Productivity
Improvements
Cost Neutral Positioning for Savings Cost saving

Now 6-18 months 18-36 Months
Three Step Approach – Achieving Cost Efficiencies
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Session Initiation Protocol – SIP Initiative

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Session Initiation Protocol
At a Glance
SIP Deployment Outlook Transformation Approach
Define Business & Technical Objective
Business Problem: Client Corporation is currently faced with the need to
• Implement GC SIP architecture to suppost cost efficient Unified
increasingly improve operational & cost efficiencies, and time-to-market
Communications globally
delivery. In order to meet these challenges, the Client continues to adopt
and implement revised business processes leveraging a refined IP and SIP • Migrate MeetingPlace, CallCenter , Service Provider (SP) Inbound and Toll
service delivery model and application centric approach: Free numbers voice traffic to the SIP Infrastructure
 The Client is growing at a rapid pace Timeline:
 The business need for a emerging telecommunications services
 Legacy business & technological processes require further
development and alignment
 Corporate Focus:
 Aggressively Deploy Emerging Technologies & Services
 Lean Enterprise Transformation
 Business & Technology Development
 Improved Customer Experience
 Growth Initiatives & Opportunities
 To remain competitive:
 The Client must evolve its Infrastructure & Service Delivery Model
to Gain Efficiencies
 Increased Agility to meet Market Demands
 Improve Customer & Partner Responsiveness

SIP Strategy Current Deployment Outlook
 Implement a cost effective SIP Architecture to standardize the Region Sept.- Nov. Jan. 2011 - Cost Savings
Unified Communications environment globally 2010 Nov. 2011 2011
 Reduce calling card expenditures by deploying SIP at the TOP (20) locations Americas 13 sites on SIP CC, Inbound & MP TBD
 Migrate Client Call Centers voice traffic to SIP in oder to improve and
EMEA N/A MP & GIS TBD
standardize the Infrastructure
Migrate AT&T Gateway and GIS numbers to SIP to achieve cost savings AP N/A MP & GIS TBD
Japan N/A MP 6 GIS TBD

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Mobility Services

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Mobility Service Deployment NA Summary

2011 Deployment Outlook Business Requirements
Engagement – Review existing contracts with the two carriers and the time Requirements – The business requirements are evolving as the need for
frames left on those agreement and lines of service play a key factor in our wireless laptop access grows w/in emerging markets - so too does the cost to
ability to move swiftly and without additional cost. provide service

Contract Terms – Dependencies based on Oracle solution deployment
Expectations – Business requirements, delivery expectations and time frames
strategy
are currently under review
1. A three year term may significantly reduce cost Functionality – Enhanced Service Notifications to Field Operatives
2. A two year may only yield a (10%) savings but if we are adding
features those savings could be absorbed very quickly. Target Service:
3G & 4G Technologies
Product Portfolio – Delivering Mobility Services Globally
Texting, Tethering, Navigation Features
Strategic Deployments - Connection cards for Field Units

Marketing Strategy Current Deployment Outlook
Rogers & Client - Mobility Strategy Deployment & Growth
•Review overall business requirements – align functionality to expectation Region Q1 2011 Q2 2011 Total Subscribers
•Renegotiate Legacy Contacts similar to that of the U.S. Engagement
•Reduce Mobility Spend – Procurement Team Americas TBD TBD TBD

•Assess Financial Impact – Mobility Team EMEA
AP
CALA

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Telecommunications Expense
Management Reporting Initiatives

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Communications Data Recording – Transformation Service Summary

CDR Service Deployment Outlook CDR Transformation Approach
Business Problem: Presently, the Client has business requirement to Business Need: Restore the CDR functionality in order to accurately identify both fixed
costs and variable costs.
re-deploy a Call Accounting System which captures, call detail records,
Define Business & Technical Objective Conduct inventory development, savings and
and their associated costs telephone usage events.
service deployment strategy, the CDR Transformation will:
Expectations – Business requirements, delivery expectations and time frames • Drive savings quickly, yet prevent savings erosion via the strategic automation, which will
maintain the savings
are currently under review • Provide the savings that will provide the payback / ROI for funding the investment in the
CDR Strategy: strategic CDR capability – provides a self-funding model
 Comparative Analysis – Develop global selection criteria
Develop CDR Analysis Matrix – illustrating Feature/Functionality
 Spend and Consumption Analysis - Data is only visible at the invoice level Assess Business & Financial Risk – highlight potential employee abuse & toll fraud
 Improved Contract Negotiations – Mobility Space
 Improve visibility to consumption based services
 Improved Visibility and accurate telecom data

 Improved Benchmarking & Integration w/other Client systems

 Financial & Operational Performance Expectations

 Carrier Cost Optimization

 Global Mobile Wireless Device Management

 Security & Compliance

CDR Financial Review CDR Service Review
Vendor Nov. 2010 Dec. 2010 Recommendations
CDR Financial Summary Vendor A Vendor B %
Vendor A Review Review Pricing Award Service to Vendor A
Opportunity Models Corporation
Item Corporation
Proposed 1st Year Cost $161,625 $291,082 -80.10% Vendor B Review Review Pricing Pricing model is 67% Higher than
Opportunity Models Vendor A Corporation
Corporation
On site (CE) Installation $ (47,500) $(100,000) -110.53%
Vendor C Review Review Pricing Did not meet the financial
Opportunity Models commitment
Year One Grand Total $114,125 $191,082 -67.43% Corporation
Vendor D Review Review Pricing Does not have a global reach
Opportunity Models
Corporation
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IP Telephony Transformation Initiatives

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IP Telephony – Advanced Systems Transformation Summary

IPT Service Deployment Outlook IPT Transformation Approach
Business Need: Replace Legacy Systems with Advanced IP based functionality in order
to ensure service delivery
Business Problem: Presently, the Client has a business requirement to Define Business & Technical Objective Conduct IPT Design & Deployment strategy -
the IPT Transformation will:
Replace Aging Legacy PBX systems to Advanced IP based technologies • Ensure Operational Integrity by replacing aging Fleet
Expectations – Business requirements, service delivery expectations and • Reduce Service Disruption ensuring that Customer SLAs are met
• Drive Savings through IPT System Automation – Reduced Maintenance Fees
operational time frames are currently under review • Deliver Payback / ROI Investment Model – Self-funding Model

IPT Deployment Strategy:
 Comparative Analysis – Develop global selection criteria
 Improved Contract Negotiations – Mobility Space
 Improve Visibility to UC / IP Based Services
 Improved Benchmarking & Integration w/other Client systems


 Carrier Cost Optimization


IPT Financial Review IPT Deployment Review
Location Capital($) Expense ($) Total Cost/Site Implementation Depreciation Region Nov. 2010 Dec. 2010 Recommendations
Date Cost Review Review (BOM) & Award Service to Vendor
North America
Dubai UAE $58,115 $10,324 $68,439 30-Nov-10 $589 Opportunity Pricing Models
Hong Kong $41,840 $22,467 $64,307 15-Dec-10 $427 Review Review (BOM) & Pricing model is 67% Higher than
EMEA
Nairobi-Kenya $27,245 $5,963 $33,208 15-Nov-10 $366 Opportunity Pricing Models Vendor A Corporation
Australia $21,500 $3,840 $25,340 30-Oct-10 $388
APAC Review Review (BOM) & Did not meet the financial
Saudi Arabia $27,570 $7,550 $35,120 15-Dec-10 $476 Opportunity Pricing Models commitment
Kuwait $21,966 $27,486 $49,452 10-Sep-10 $366
Jordan $12,874 $6,486 $19,360 30-Sep-10 $290 CALA Review Review (BOM) & Does not have a global reach
Opportunity Pricing Models
Totals $211,110 $84,116 $295,226 $2,902

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Cisco IP Communication - CIPC
Project Outlook

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Unified Communications IPT Services
Cisco IP Communicator (CIPC) - Project Summary

CIPC Deployment CIPC - Financial Strategy
The Client has effectively implemented a very efficient solution CIPC Financial Overview
to enable employees to more seamlessly interact, and to
maximize their ability to “escalate the conversation”. $160,000.00
$140,000.00
$120,000.00
Target Market: $100,000.00
 IPT facility Based Employees with hard phones $80,000.00
$60,000.00
 Virtual Office users
$40,000.00
Call Center – DR solution
$20,000.00
Strategic Deployments $0.00
Facility Field Non Remote Virtual Mobile
Facility

CIPC - Marketing Strategy CIPC - Go Live Fidelity
In alignment with the SIP deployment and in countries where Deployment & Growth
the IT group promotes the use of CIPC as a standard telephony Region Jan Dec Total
solution. Three Month Deployment Outlook

Calling Card Subscribers Americas 70 614 2708 5000
- Communicate the functionality and the savings potential EMEA 39 92 735 4000
- Contact the top 20% calling card users - recommend CIPC APAC 31 15 526 3000
- Reduce calling card expense by 50%
Total 140 721 3978 2000
Disaster Recovery
1000
- Offering as a solution in the Call Center for Disaster Recovery
0
Nov Dec Jan

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Alternate Data Center - Deployment Initiatives

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Alternative Data Center – Project Summary

Alternate Data Center - Service Deployment Outlook Alternate Data Center - Transformation Time Line
Business Need: Locate a new facility which will ensure that all business applications,
systems and services have a comprehensive back up facility
Business Problem: Presently, the Client has a business requirement to Define Business & Technical Objective Conduct facility review, develop
re-locate is Alternative Data Center. As part of Phase III, the IP Telephony and comprehensive time line strategy ensuring the following Transformation will:
• Strategic redeployment of critical business applications & services
IP Contact Center servers will physically and logically move to an alternate d • Preserve Service Integrity
destination.
Expectations – Business requirements, delivery expectations and time frames
are reviewed and deployment schedules developed
CDR Strategy:
 Develop Transformation Criteria
 Transition Analysis – Server Migration Planned by Phases Only
 Benchmark Operational & Network Integrations Techniques



 Document Lessons Learned

Alternate Data Center - Project Review
The following are guidelines for obtaining or maintaining a High Availability architecture for an application.

Application functions across two servers in an Active-Active mode
Active-Passive or Fast DR solutions do not qualify as an HA solution
Servers are sized appropriately so that either server can maintain the production load in the case of a failure
to a single server

Both the Production and High Availability servers will reside in the Primary Data Center

Solution requires a Disaster Recovery Server sized appropriately to maintain the production load

Disaster Recovery Server will reside in Alternate Data Center for site level Disaster Recovery

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Service Metrics Reporting

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Service Metrics & Reporting Summary

Critical Response & Resolution - Nov 2010 High Response & Resolution - Nov 2010
CRITICAL RESPONSE AND
RESOLUTION HIGH RESPONSE AND RESOLUTION

100% 50 100% 70
66
80% 42 40 80%
60
48 50
60% 2930 60% 39 40
26 27 34 35 36
30 31 32 30
40% 20 20 40% 28
17 23 24
14 20
20% 10 11 10 20%
9 8 10
4 0% 0
0% 0
Dec Jan Feb Mar April MayJuneJuly Aug Sept Oct Nov
Dec Jan Feb MarAprilMayJuneJuly AugSeptOct Nov
Response Resolve Target Oppurtunity
Response Resolve Target Oppurtunity

Response: 01 Nov 10 - 01 Dec 10
Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK
Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met Total
Critical 1 / 2 50% / 0 / 0 27 / 27 100% 29
High / 0 / 0 / 0 32 / 32 100% 32
Medium / 0 / 0 / 0 221 / 222 100% 222
Low / 0 1 / 1 100% 2 / 2 100% 392 / 392 100% 395
Totals 1 / 2 50% 1 / 1 100% 2 / 2 100% 672 / 673 100% 678

Resolved: 01 Nov 10 - 01 Dec 10
Platinum - T1 Gold - T2 Silver - T3 Bronze - UNK
Met / Total % Met Met / Total % Met Met / Total % Met Met / Total % Met Total
Critical 2 / 2 100% / 0 / 0 23 / 27 85% 29
High / 0 / 0 / 0 32 / 32 100% 32
Medium / 0 / 0 / 0 210 / 222 95% 222
Low / 0 / 1 0% 2 / 2 100% 380 / 392 97% 395
Totals 2 / 2 100% 0 / 1 0% 2 / 2 100% 645 / 673 96% 678

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Second Level Resolution Closed Incidents & Task Summary (UC)
2010 Priority Number Avg. Response (Hr.) Avg. Resolve (Hr.)
All Inc / Tasks Total 765 4.41 112.39
Months Oct-09 Nov-09 Dec-09 Jan-10 Feb-10 Mar-10 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Critical 31 0.20 51.72
High 32 0.26 33.74
Total Opportunities 722 701 586 613 621 870 710 722 937 821 723 684 754 Medium 250 5.54 144.12
Low 452 4.36 104.57
Completed by IT Team 693 667 559 587 594 830 695 698 899 799 712 672 738
Escalated to Tier III 29 34 27 26 27 40 15 24 38 20 11 12 16 Problems Total 290 5.07 139.45
SLR % by IPT Team 96% 95% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% Critical 26 0.20 61.50
Target 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% 65% High 28 0.20 36.58
Medium 202 6.28 154.83
Low 34 5.58 192.37

Work Requests Total 473 4.01 96.03
100% 95% 96% 96% 95% 97% 96% 96% 97% 98% 98% 98% 97% Critical 5 0.17 0.84
90%
80% High 4 0.71 13.87
70% Medium 48 2.39 99.06
60% SLR SLAby HCL
%% Low 416 4.28 97.62
50% Other Total 2 1.37 59.23
40% Target
Target CIPC Requests Total 132 6.04 40.47
Dec- Jan- Feb- Mar- Apr- May- Jun- Jul- Aug- Sep- Oct- Nov- Critical 0 0.00 0.00
09 10 10 10 10 10 10 10 10 10 10 10 High 0 0.00 0.00
Medium 2 2.89 141.56
Low 130 6.09 38.92

Major Issues - November 2010

1> I000058882 – Server Node AUDIX1 - 153.255.111.11 - Node Down status detected - Vendor was dispatched who re-initiated
Voice Mail Server to full Operational / Production state
2> I000040497 – Site - Unable to dial Toll Free numbers possibly due to system upgrades - Changes performed by Level II
Engineers, calls unable to traverse SIP transport, routed through Session Boarder Controller

3> I000040469 - Sydney Australia – UC System Down – RFO/RCA: Problem with Service Provider’s Internal Network

4> I000040659 - Meeting Place/Collaboration System Down - Directory at 100% Capacity

Radian Technologies


Project Summary – November 2010:
3> Project details : Japan IPT Upgrade – Tokyo
1> Project details : 20 Cisco hard phone Configured. Site : Tokyo Japan
Site : Virtual Users Start Date : 15th NOV 2010
Start Date : 23 Nov 2010 Completion date : 29th NOV 2010
Completion date : 25 Nov 2010 Device count : 80+
Device count : 20 Client - Team Member : Karate, K
Client - Team Member : Coe, M.
IT Support Team Member : Sandy D
IT Support Team Member : Dirage

4> Project details : Brussels - IPT Migration
2> Project details : 35 CIPC account created
Site : Virtual Users Site : Brussels
Start Date : 15th Oct 2010 Start Date : 1st NOV 2010
Completion date : 16th Sept 2010 Completion date : 15th NOV 2010
Device count : 35 Device count : 35
Client - Team Member : Smith, T Client - Team Member : Karate, K
IT Support Team Member : Dirage IT Support Team M ember: Aaron

5> Project details : Entertainment Agent ID Creation 7> Project details : CC Agent Wrap-up Session – Holiday Calls
Site : Dayton Site :Doraville GA –Media Services Team
Start Date : 24th NOV 2010 Start Date :22nd Nov 2010
Completion date : 26th NOV 2010 Completion date :22nd Nov 2010
Device count : 50 Device count :60+
Client - Team member : BRILLO, R Client - Team Member : James, K
IT Support Team Member : Aaron IT Support Team Member :Harry, S

6> Project details :Frankfurt Germany => IPT 8> Project details :Egypt FAC CODE/Soft phone/FAX-ATA additions
Site :Frankfurt Site :CAIRO Egypt
Start Date :18th Nov 2010 Start Date :1st Nov 2010
Completion date :22nd Nov 2010 Completion date :8th Nov 2010
Device count :30+ Device count :30+
Client - Team Member :Detroit, G. Client - Team Member :Harry, S
IT Support Team Member :Harry S. IT Support Team Member :Harry, S /Sandy, D
Radian Technologies

Unified Communications Service Portfolio Executive Overview V7

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