managing & troubleshooting, voip
DESCRIPTION
When you hear Quality of Service (QoS) do you focus on "quality" or "service"? QoS is more than MOS and DiffServ. Learn how to deploy and manage VoIP by focusing on voice and network management and capturing key metrics.TRANSCRIPT
Managing & Troubleshooting VoIP
Steven GuthrieDirector, Product MarketingCA, Inc.
Interop Las Vegas 2008
2 Interop Las Vegas 2008 Network Management Copyright © 2008 CA, Inc.
Agenda
> Voice Management
� What is QoS?
– Quality of Service
OR
– Quality of Service
� Voice and Network Management
� Key metrics
� Movement toward MPLS
– WAN management for enterprises and service providers
3 Interop Las Vegas 2008 Network Management Copyright © 2008 CA, Inc.
Will the Real QoS Please Stand Up?
> In the field of telephony, quality of service was defined in
the ITU standard X.902 as "A set of quality requirements
on the collective behavior of one or more objects".
Quality of Service comprises requirements on all the
aspects of a connection, such as service response time,
loss, signal-to-noise ratio, cross-talk, echo, interrupts,
frequency response, loudness levels, and so on.
> Source: http://en.wikipedia.org/wiki/Quality_of_service
> Emphasis added
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Or Is It “Classification”?
> In the field of computer networking and other packet-
switched telecommunication networks, the traffic
engineering term quality of service (QOS), refers to
resource reservation control mechanisms rather than the
achieved service quality.
> Source: http://en.wikipedia.org/wiki/Quality_of_service
> Emphasis added
5 Interop Las Vegas 2008 Network Management Copyright © 2008 CA, Inc.
Or Is It Everything for the Service?
Data Center
DNS, web
servers, etc
PSTN
VoIP Gateway
LAN Core Infrastructure
Voice & Net Management
1. Phone
2. Wire, wall jack, etc.
3. Switching core
4. Layer 3 core
5. Services
6. Voice comm/msg
7. Multimedia apps
8. IP WAN
9. Network/trunks
MPLS
IP Backbone
Unified Communication
& Messaging Systems
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QoS Is More than MOS and DiffServHow Can I Manage Quality of the Service?
> How can I do effective service level management?
� Communicate the value of IT to the business
> How can I minimize downtime?
� Minimize number of occurrences (outages and degradations)
� Leverage historical trending and reporting
> How can I do rapid problem resolution?
� Correlate seemingly unrelated events automatically
� Identify root cause of problem quickly
� Minimize duration and cost of downtime
> How can I perform adequate capacity planning?
� Ensure capacity exists to support the business
� Identify where capacity is needed and where it isn’t utilized
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Traditional View of IT Management
Separate ‘silos’ of management staffs and tools
DESKTOP
Client apps,OS,
hardware, etc.
NETWORK
Switches, routers, firewalls, IDS, load balancers,
etc.
SERVERS
Physical box, OS, etc.
DATABASES
IMS, DB2, Oracle, SAP, etc.
APPs
CRM, ERP, SCM, etc.
VOICE
Phones, PBX,
voicemail, gateways,
etc.
8 Interop Las Vegas 2008 Network Management Copyright © 2008 CA, Inc.
SERVICES
ASSETS USERS
PBXs, switches, routers, DBs,
servers, applications, etc.
Voice service, ATMs, VPN
service, online banking,
back office, etc.
Online consumers, ATM walk-
ins, employees, IT staff
Service-Oriented View of IT (i.e. Bank)
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Voice, Network and IT ManagementA la Carte, Suite, Integrated?
> Possible ‘tools’ as part of overall solution
� Voice management
� Network performance management
� Network fault management
� Systems (server) management
� Application performance management
� Database performance management
� Network service management
� Capacity analysis and planning management
� Asset management
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What to Manage?Key Management Metrics
> Some are more important than others� Availability
� Bandwidth utilization
� Packet loss, delay, jitter
� Call activity: attempts, failures, delays
� Voicemail subscribers, usage and dormancy (last login)
� IVR usage, time spent, abandons
� Threshold violations (and time over threshold violations)
� Deviations from normal behavior
� Utilization of CPU, memory, disk (L2/L3 and voice devices)
� Installed software, board firmware, vintages, etc.
� Port/trunk traffic (max and min of capacity)
� Blocks and overflow to more expensive routes
� Capacity (top limits and under-utilization)
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Use Different Levels of Monitoring
> Leverage existing agents to save $$$
� Many platforms include an SNMP agent
� Windows, Linux, BEA, etc., include native agents
� Leverage SNMP traps for notifications
> For key systems, install an agent
� Comprehensive performance stats
� Autonomous self-monitoring
� Parse logfiles for key messages
> For key application servers, do more
� Detailed application-specific stats
� Advanced diagnostics for Exchange, SQL, Oracle, IIS, etc.
12 Interop Las Vegas 2008 Network Management Copyright © 2008 CA, Inc.
Enterprises Move to MPLS-Based VPNs
> Enterprises often can “see” their remote CEs and SP’s PEs
� Otherwise, view can be limited
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MPLS VPN Management – Enterprise
>Monitor connections to
provider and remote
locations
>Managing service health
� Monitor provider health
� Monitor health of remote sites
� Identify root cause of serviceoutage / disruption
� Selectively auto-provision service assurance tests
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MPLS VPN Management – CSPs
>Unlike enterprises,
communication service
providers have full visibility
>Typical requirements include:
� VPN discovery & visibility
� Automated service assurance testing
� Service health
� VPN traceroute & alerting on unstable paths
� Integration with tools for trend analysis & capacity planning
Managing & TroubleshootingVoIP
Steven GuthrieDirector, Product MarketingCA, Inc.
Interop Las Vegas 2008
THANK YOU!