Project Mission

Seamlessly integrate and test Webex Calling by collaboratively designing and implementing a precise migration strategy. Ensure optimal system performance through thorough testing, dedicated support, and customer satisfaction at each project phase. Deliver robust solutions, including the Design Document and System Test Plan, for a successful transition and long-term stability.

The project opportunity revolved around implementing and optimizing Cisco Webex Calling solutions for various organizations, including Gwinnett County, GEMA (Georgia Emergency Management Agency), and SHI. The focus was configuring centralized management portals, establishing communication interfaces, conducting testing, troubleshooting, and providing ongoing support. The specific tasks included:

• User provisioning

• Policy configurations

• Local gateway SIP setup

• Migration strategy development

• PSTN connections configuration

• Unified Communications (UC) audit and requirements gathering

Our team at PM2net (Service Provider) undertook this comprehensive project utilizing a time and material Statement of Work (SOW). The scope encompassed the implementation of a sophisticated network infrastructure upgrade. The project aimed to enhance network efficiency, security, and scalability to meet the growing demands of the customers. The project timeline spanned four months, commencing on October, 2021, and concluding on Jan, 2022. The team consisted of 4 skilled professionals, including project managers, network engineers, security specialists, and support staff. The budget allocated for the project was $65,000, with flexibility built into the Time and Material SOW to accommodate any unforeseen requirements or changes.

Gwinnett County

• The Cisco Webex Calling project encompassed several vital phases. Initially, the team configured the Control Hub, a centralized management portal, to oversee the entire Webex Calling environment. 

• This involved the setup of user provisioning, policy configurations, and other global settings within the Control Hub. Subsequently, the Local Gateway SIP was configured to establish a communication interface between the on-premises infrastructure and the Cisco Webex cloud for voice services, ensuring a seamless flow of voice traffic between the two environments.

• Following the configuration stages, thorough testing was undertaken to validate the functionality and identify potential issues. Once the testing phase proved successful, the project transitioned to the go-live stage, deploying the Webex Calling solution to 12 designated departments within the organization.

• To address potential challenges, the team implemented a comprehensive troubleshooting plan for Webex Calling (WxC) and the Cisco Unified Border Element (CUBE). This involved continuous monitoring of the solution, prompt issue identification, and effective resolution to maintain the optimal performance of the Webex Calling environment. The troubleshooting efforts were geared toward ensuring user connectivity, resolving call quality issues, and addressing any service-related issues that emerged during the deployment and ongoing usage of the Webex Calling solution.

GEMA (Georgia Emergency Management Agency)

We collaborated with the Customer personnel to expand upon identified requirements. They developed a detailed migration strategy document describing the physical and configuration details of the system, including diagrams, descriptions, charts, and lists. The plan outlined actions, responsibilities, testing, and migration/rollback/contingency plans.

Key solutions included:

• Conducting implementation planning sessions and developing an implementation plan collaboratively reviewed with Employer’s Holding Insurance

• Ensuring completion or documentation of prerequisites and requirements

• Verifying procedures and version requirements for all products

• Documenting changes required for implementation

• Collecting various details like DID schemes, password schemes, and configuration specifics

• Configuring, testing, and ensuring correct operation of PSTN connections

Deliverables included a Design Document, System Test Plan, and customer approval upon completing the Design Phase. Design parameters were based on specific data points related to Cisco WxC Control Hub configuration, SSO and Azure AD integration, Auto attendant migration, DID number porting, connectivity configuration, and call routing.

Subsequent phases involved:

• Deploying the customer Control Hub

• Configuring SSO and Azure AD user sync

• Porting DIDs

• Providing training support

• Offering dedicated post-cutover support

• Addressing issues

• Obtaining customer sign-off for completion

SHI

Stage 1 – UC Audit and Requirements Gathering:

• Facilitated an initial meeting to identify and documented current and future state information for UC solutions

• Performed remote technical data extraction from existing telephony systems using the Pivot/CC Uplinks tool

Stage 2 – Compilation and Analysis:

• Analyzed data from discovery meetings and technical extraction

• Identified future state technical options, including hardware/software options, scalability, and SIP interoperability

• Prepared data for presentation, built solution recommendations, and drafted the Solution Assessment Document

Stage 3 – Recommendations and Presentation:

• Conducted a follow-up meeting to present the Solution Assessment Document, including an executive summary and high-level architecture details

• Provided an overview of the current-state architecture, fundamental limitations, redundancy configurations, and recommended changes

• Delivered Solution Overview Diagrams for current and recommended end-state architectures

Deliverables:

• Delivered the Solution Assessment Document containing detailed recommendations and architecture diagrams

Impact for Gwinnett County:

The Cisco Webex Calling project was completed within the designated timeframe and budget. The team configured the Control Hub to oversee the entire Webex Calling environment, including user provisioning and policy configurations. Thorough testing validated functionality, leading to a successful go-live stage where the solution was deployed to 12 designated departments. The team implemented a robust troubleshooting plan to address potential challenges, ensuring optimal performance during and after deployment.

Impact for GEMA:

We at PM2net collaborated with GEMA in the design phase to expand on identified requirements, resulting in a detailed migration strategy document. Deliverables included a design document, system test plan, and customer approval. Subsequent phases involved:

• Deploying the customer control hub

• Configuring SSO and Azure AD user sync

• Porting DIDs

• Providing training support

• Offering dedicated post-cutover support

• Addressing issues

• Obtaining customer sign-off for completion

Impact for SHI:

The UC Audit and Requirements Gathering stage involved an initial meeting to identify and document current and future state information for UC solutions. Remote technical data extraction from existing telephony systems was performed using the Pivot/CC Uplinks tool. The Compilation and Analysis stage identified future state technical options, prepared data for presentation, and drafted the Solution Assessment Document. The Recommendations and Presentation stage included:

• Presenting the Solution Assessment Document

• Providing an overview of the current-state architecture

• Delivering Solution Overview Diagrams for current and recommended end-state architectures

• The Solution Assessment Document was delivered with detailed recommendations and architecture diagrams.

As the Project Manager / Lead overseeing the Webex Calling projects, my inspiration and approach likely stemmed from a commitment to meticulous planning, collaborative teamwork, and a customer-centric mindset. Effective planning played a pivotal role, guiding the team through the configuration of the Control Hub and subsequent phases, focusing on user provisioning, policy configurations, and seamless voice traffic flow between on-premises infrastructure and the Cisco Webex cloud. Collaborative interaction, as seen in interactive discovery meetings and follow-up discussions, fostered effective communication within the team and with stakeholders. The dedication to thorough testing ensured the validation of functionalities and a successful transition to the go-live stage, where the Webex Calling solution was deployed to designated departments. Implementing a comprehensive troubleshooting plan demonstrated a proactive approach to addressing challenges, maintaining optimal performance, and ensuring user connectivity. My commitment to client satisfaction, evidenced by obtaining customer approvals at key milestones and strategic decision-making based on data analysis and adherence to best practices, further underscored your dedication to completing the Webex Calling projects.