Transforming End User Communication with Comprehensive Audio and Video Support

Transforming End User Communication With Comprehensive Audio And Video Support

Technology Used

Cisco Components

Unified Communications Manager, Expressways, Jabber, TelePresence Video Communications Server

Additional Technology

QUMU Enterprise Video & Distribution

CHALLENGES

The client, who is a global leader in digital transformation, faced the challenge of ensuring seamless end-user communication through audio and video teleconferencing services across a complex network infrastructure. The scope included troubleshooting client issues, maintaining and administering various Cisco components, and handling daily support tasks while managing critical incidents and improving video quality.

GOALS

Provide robust L1 & L2 support for audio and video teleconferencing services across 49 sites.
Troubleshoot and resolve issues related to Cisco Unified Communications Manager, Expressways, Jabber, and Cisco TelePresence Video Communications Server.
Implement improvements to the production video core for enhanced performance.
Efficiently manage daily tasks, including monitoring voice and video systems, responding to help desk tickets, and conducting system health checks.
Implement and configure a comprehensive technology stack, including QUMU Enterprise Video & Distribution, Cisco VCS & VCSE, and Telepresence.

SOLUTIONS

We collaborated with the client to deliver a comprehensive solution, addressing the intricate challenges of audio and video teleconferencing support. Key components of the solution included:

Daily Operations:

Monitor, troubleshoot, and manage voice and video systems, ensuring high-quality communication.

Configuration and Troubleshooting:

Configure and troubleshoot Cisco IP phones, gateways, and endpoints to ensure proper functioning.

Collaborative Support:

Work closely with other IT teams, vendors, and stakeholders to troubleshoot and resolve complex issues.

Documentation and Training:

Develop and maintain documentation on voice and video systems, conduct periodic health checks, and provide training to end-users.

Implementation:

Plan, design, install, configure, and deploy Cisco Unified Communications Manager, Expressways, Jabber, and other components to enhance the network infrastructure.

Enhancements:

Implement improvements to the production video core for enhanced performance and user experience.

RESULTS

Our collaborative effort with the client resulted in the successful implementation of a comprehensive audio and video teleconferencing support system. The goals of efficient troubleshooting, system enhancement, and daily operational support were achieved. The technology stack, including QUMU and Cisco components, provided a robust foundation for end-user communication. The project showcased successful collaboration, adherence to project timelines, and the effective utilization of advanced diagnostic techniques. The case study highlights a transformative approach to end-user communication support, emphasizing proactive troubleshooting, system improvement, and ongoing collaboration with the client.