Eric Bauer, Product Director UC
Taming the UC Jungle with Prognosis
Leveraging industry insight and best
practices to achieve operational excellence
in the complex world of UC
May 2014
About Integrated Research
10+ years communications monitoring experience
Over 1,000 enterprise customers worldwide
More than 15 million phones under management
Avaya Sponsored & Recommended solution
First Lync Qualified (certified) QOE Management Solution
Multiple 100K+ phone deployments
Largest Lync EV Deployment uses the Prognosis Solution
Strategic relationships with major UC vendors
IR is profitable, debt-free and growing
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Prognosis is Avaya’s selected solution for realtime voice quality performance management.
John Cato, Portfolio Leader, UC Management
and Monitoring, Avaya
360° performance management
Agenda
• Welcome to the Jungle
• Heading deeper into the Jungle?
• Lync Truths
• Understanding the Challenges
• Lessons Learned
360° performance management
Welcome to the Jungle
SMART Lync Room Systems
Network and Wireless
Wireless Headsets
Unified Communations Managed API
Skype
User Adoption
Desktop Client
Communications Enabled Business Process Automation
Desktop Video
End User Devices
Multi-Media Contact Center
On-Premise and Hosted
Audio / Video Conferencing
360° performance management
Where is Lync headed?
70% of F500
in 2011
Continued
Fastest
Growing
MS Enterprise
Product
30% Revenue
Growth quarter over
quarter
2.5% market
share 2012
130
108%
Over 5 million EV seats
deployed as of 2013 Q3
90% of F500
in 2013
Certified Lync support
partners worldwide
market share
growth 2013
to 2014
5.1% Market Share
April 2013
106.5%
market share
growth 2012
to 2013
3yr Gartner
UC Magic
Quadrant
Leader
360° performance management
Lync Truths
Lync is inherently multi-platform:
COTS
Hardware
SIP Trunks
Gateways
Session
Border
Controllers
Exchange Unified
Messaging
Partner Contact Centers
Mobile
Clients
Lync can be a PBX replacement
Lync is more than a PBX replacement:
Unified
Presence
Instant
Messaging
Desktop
Video
Archiving and Compliance
Audio & Video
Conferencing
Enterprise
Voice
File
Transfer
Lync can support an enterprise’s entire voice & UC workload
360° performance management
Lync Truths
Broad Cross Domain Expertise:
Ecosystem & Use Case Complexity:
External
Users
Edge
Servers
Mediation
Servers
MS SQL
Databases
Application Interaction
Federation
Hardware Dependencies
MS
Exchange
Voice &
Video
Server & OS
Public IM System
Integration
Mobile Client via Wi-Fi
Network &
Firewalls
PSTN
80% of Lync support issues have a root cause outside of Lync itself
360° performance management
Understanding the challenges
“90% of CIO’s have UC related investments
planned within the next year.”
“62% of IT projects fail to meet their schedules
with a further 41% failing to deliver the
expected business value and ROI”
Telephony
Unified
Messaging
Contact
Center
A/V
Conferencing
IM &
Presence
SIP
UC
Video
360° performance management
Operational Maturity Today
“UC issues take 3x
longer on average to
identify [than network]”
“IT incident escalation
calls include an average
of 8 people”
Initial Alert / Incident
Users
Systems
Increased maturity = decreased cost
Service
Aligned
2.35
Automated
Operations / Tier 1
Proactive
Reactive
Chaotic
Service Desk
NOC
Operational Maturity
80%
Server
Teams
Network
Teams
Voice
Teams
Engineering
Engineering
Teams
Teams
Operational Maturity
“80% of Mean Time to
Repair is Mean Time to
Identify / Convince.”
Operations Tier 2+ Triage
“79.3% of UC incidents
are reported by users
today.”
66%
Escalation
Calls
“66% of all IT incidents
are reported by users vs.
existing systems.”
System Complexity
People, Process, Technology
Avg 8 ppl
Time (5 years)
360° performance management
Value of Operational Maturity
Through 2013
Significantly Reduced Operating Cost
Improved Availability & Performance
Sustained Business Agility
Source: Gartner (September 2013)
Through 2018, I&O organizations with an average ITSIO over Level 3 will realize
greater than 20% cost savings in their I&O operations.
360° performance management
Typical UC Ecosystem
Virtualized Layer
360° performance management
Lync Architecture
360° performance management
Lync Architecture (Reality)
360° performance management
Lync Mobile Client Voice Call routing
Alice@contoso.com
(Moves from WiFi to LTE)
Internet
PSTN/
GSM
MPNS
Alice’s setting:
RequireWi-FiforVoIP
Forward
Proxy
Reverse
Proxy
Enterprise
Media
Gateway
EDGE
(SIP)
EDGE
(SIP)
DMZ
Media Flow
Exchange
Online
Bob@contoso.com
PNCH
Services
Make call
Fallback to
PSTN
Mediation
Server
Pool 1
Pool 2
Lync Web Components (UCWA, AutoD)
Lync Server
Pool 3
HTTP
SIP
Media
PSTN
360° performance management
Lessons from the Jungle…
During Deployment:
Pre-Deployment:
Baseline
Site Testing
Adoption
Planning
Measure Adoption
Phase
Planning
Educate
Monitor Ecosystem
Ask
Questions!
Architecture Design
Stages of Functionality
Public /
Private
Cloud
Review &
Repeat
Phases,
Phases, &
Phases
Leverage
Lync SDN
API
Watch out! Lync usage grows very fast.
360° performance management
Lessons from the Jungle…
Minimize
Expensive
Outages
Proactive Insight
Improve User
Satisfaction &
Acceptance
Successful
Deployments
Optimize IT
Operations &
Infrastructure
Reduce
MTTR
Forensic
Analysis
“I never knew it was possible to see
end-to-end calls across SBCs, Avaya,
and Lync in a single display. Now I
can’t imagine supporting my UC
environment without that visibility.”
- Director of Operations, Major
Computer Manufacture
Capacity Planning & Reporting
“The Prognosis solution helped us
move from the legacy NOC to a more
comprehensive SOC.”
Customer Success Plan
- SVP Voice Engineering, Healthcare
360° performance management
Lessons from the Jungle…
Prognosis is used to manage the largest
Lync deployment in the world at 450K
enterprise voice users and was selected
for its breadth and depth of visibility.
360° performance management
Lessons from the Jungle…
360° performance management
Lessons from the Jungle…
360° performance management