For the business end user, the most challenging aspect of managing a VoIP implementation is the issue of “change management” and technical support. The average VoIP implementation today is going to be challenging for both the system administrator and the help desk and support team. Technology today not only moves faster than your staff can digest, it touches so many other aspects of your business that it’s hard to hire one person who can do it all. From computer networking to virtualization, Microsoft server and desktop software, data center practices, and business continuity and disaster strategies, technical support has become a challenge for every business, large or small. little.
Do you remember buying that new VoIP system? Did you look for a partner that had the required technical depth, or did you look for a low-cost equipment provider? It’s after sales support where you find out how much that system really costs! Consider your next ShoreTel upgrade from version X to version Y. Do you have a change management process in place? Your partner? Change and configuration management are as essential to the ongoing maintenance and support of your VoIP solution as project management was to the initial installation. What tools exist to manage the configuration interdependencies in your voip deployment, as it can get very complex very quickly.
For example, what version of Microsoft Server are you running? Is it 32 or 64 bit? Does it run on hardware with sufficient memory, NIC cards, processors, and storage capacity? Has it been virtualized? What version of hypervisor are you using? Will your new version of ShoreTel require you to upgrade your virtual operating system in addition to your ShoreTel server software? How many servers are there to upgrade besides the HQ server and any DVMs? Are they all the same OS version or are some 32-bit and some 64-bit? What about application servers, like the recording server? What happens when the recording server cannot be upgraded to the new OS required bit size to support the new version of ShoreTel? What about that VPN server?
Haven’t we even discussed desktop systems yet? Vista, XP, Windows 7/8? Do we have 32 bit or 64 bit or a combination? Any Mac computers in the mix? Only browser compatibility will drive a grown man to drink! Microsoft Office 2003, 2010, 2012? Panorama? Exchange integration? Active Directory? Sales force connectors? Will the new version make any hardware obsolete? Do you need new hardware? Do we have custom integrations to worry about? Is TAPI a requirement for any of these applications? How will the latest version of SIP affect the implementation? Apple, Android, Wireless, Mobility?
The list of interdependencies is exhaustive, and planning for an upgrade requires careful consideration and planning. You not only need a clear statement of work, a detailed to-do list, but also a “roll back” plan. Is the maintenance window wide enough? Has the User Group been informed? Configuration management is a precursor to change management, and both disciplines require a great deal of planning and tracking.