Operations & Day 2¶
This chapter covers ongoing operations, monitoring, user onboarding, change management, weekly operational procedures, and troubleshooting guides for managing Webex Calling and Contact Center in production.
Chapter Overview¶
Sections¶
8.1 Monitoring & Alerting ->
Complete operations guide including monitoring dashboards, user onboarding procedures, change management processes, weekly operations checklists, and troubleshooting decision trees
8.2 User Onboarding ->
New user provisioning, device setup, mobile app configuration, training materials, user acceptance procedures
8.3 Change Management ->
Change request process, approval workflows, maintenance windows, configuration backups, rollback procedures
8.4 Weekly Operations ->
Weekly health checks, capacity monitoring, license management, security patching, compliance audits
8.5 Troubleshooting Guides ->
Decision trees for common issues, call quality troubleshooting, PSTN connectivity issues, India toll bypass validation, escalation procedures
Operational Model¶
Support Tiers¶
Tier 1: Helpdesk - User password resets - Basic troubleshooting (can't make/receive calls) - Device provisioning - Feature enablement requests - Response Time: 15 minutes - Resolution Target: 80% of issues
Tier 2: UC Engineers - Advanced troubleshooting - Call quality issues - PSTN trunk issues - Configuration changes - Response Time: 30 minutes - Resolution Target: 95% of escalated issues
Tier 3: Vendor TAC - Platform issues - Software bugs - Infrastructure failures - Response Time: 1 hour (Severity 1), 4 hours (Severity 2)
Roles & Responsibilities¶
| Role | Responsibilities | Tools |
|---|---|---|
| UC Administrator | Daily monitoring, user provisioning, change execution | Control Hub, Analytics |
| Network Engineer | QoS monitoring, firewall management, bandwidth analysis | SDWAN dashboard, NetFlow |
| PSTN Engineer | Trunk monitoring, LGW maintenance, carrier coordination | CUBE CLI, RTMT |
| Security Admin | Access control, audit logging, compliance reporting | Control Hub, SIEM |
Monitoring & Alerting¶
Key Performance Indicators¶
Call Quality Metrics: - MOS Score: Target >4.0, Alert <3.5 - Packet Loss: Target <1%, Alert >2% - Jitter: Target <30ms, Alert >50ms - Latency: Target <150ms, Alert >200ms
Availability Metrics: - Service Uptime: Target 99.99% - PSTN Trunk Availability: Target 100% - Call Success Rate: Target >99%
Capacity Metrics: - License Utilization: Monitor at 80%, Alert at 90% - Trunk Utilization: Monitor at 70%, Alert at 85% - Bandwidth Utilization: Monitor per site
Monitoring Dashboards¶
Control Hub Analytics: - Real-time call activity - Call quality trends - User adoption metrics - Feature utilization
Webex Calling Reports: - Call detail records (CDR) - Trunk utilization - Quality of service (QoS) - User activity logs
Custom Dashboards (via API): - India toll bypass compliance dashboard - Multi-region capacity utilization - PSTN cost analysis - Incident tracking
Weekly Operations Checklist¶
Week 1: Health Checks¶
Monday: - [ ] Review call quality metrics (MOS, packet loss, jitter) - [ ] Check PSTN trunk health (all regions) - [ ] Verify LGW connectivity (India sites) - [ ] Review weekend incident logs
Tuesday: - [ ] Analyze call volume trends - [ ] Check license consumption - [ ] Review user-reported issues - [ ] Verify backup completion
Wednesday: - [ ] Network bandwidth analysis - [ ] QoS policy validation - [ ] Firewall rule review - [ ] DNS health check
Thursday: - [ ] India toll bypass compliance audit - [ ] Emergency services testing (non-production numbers) - [ ] Review change requests for upcoming week - [ ] Capacity planning review
Friday: - [ ] Week-end summary report - [ ] Update capacity forecast - [ ] Plan next week's maintenance - [ ] Knowledge base updates
Week 2-4: Recurring Tasks¶
Biweekly: - Security patch review and planning - Vendor release notes review - Disaster recovery test (tabletop)
Monthly: - Full backup validation - Compliance audit (India/EMEA) - Vendor performance review - User satisfaction survey
Troubleshooting Quick Reference¶
Common Issues & Resolution¶
Issue: User can't make outbound calls - Check user license status - Verify calling policy (outbound permissions) - Check PSTN trunk availability - Review recent configuration changes
Issue: Poor call quality (choppy audio) - Check network latency/jitter/packet loss - Verify QoS markings on WAN - Check bandwidth utilization - Review firewall NAT/SIP ALG settings
Issue: India calls not routing via correct LGW - Verify Zone/Edge configuration - Check trunk group assignments - Review route list configuration - Validate telecom circle mapping
Issue: Emergency services failing - Test emergency service trunk - Verify E911 address configuration - Check location assignment - Contact PSTN provider
Escalation Criteria¶
Immediate Escalation (Severity 1): - Emergency services unavailable - Complete site outage (>50% users affected) - PSTN connectivity loss (all trunks down) - Security incident
4-Hour Escalation (Severity 2): - Partial site outage (<50% users) - Call quality degradation (site-wide) - Single PSTN trunk failure - Feature unavailable (hunt groups, voicemail)
Change Management¶
Change Windows¶
Standard Changes (pre-approved): - User provisioning: 24x7 - License assignments: 24x7 - Password resets: 24x7 - Basic feature enablement: Business hours
Non-Standard Changes (requires approval): - Dial plan modifications: Maintenance window - PSTN trunk changes: Maintenance window - Network configuration: Maintenance window - LGW/Zone software upgrades: Maintenance window
Maintenance Windows¶
| Region | Maintenance Window (Local Time) |
|---|---|
| India | Saturday 23:00 - Sunday 05:00 IST |
| UK | Sunday 01:00 - 05:00 GMT |
| EU | Sunday 02:00 - 06:00 CET |
| Americas | Sunday 00:00 - 04:00 EST |
Continuous Improvement¶
Monthly Review Topics¶
- Incident trend analysis
- User adoption metrics
- Cost optimization opportunities
- Feature utilization review
- Capacity planning updates
- Vendor roadmap alignment
Quarterly Business Reviews¶
- Service level achievement
- Cost vs budget analysis
- User satisfaction survey results
- Technology roadmap updates
- Compliance audit results
Next Steps¶
- Review AI Features & Roadmap for future enhancements
- Review Appendix J for detailed troubleshooting procedures
- Establish monitoring baselines within first 30 days
- Schedule regular operations reviews with stakeholders