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The CCC Process Through the Eyes of a Project Manager

Kevin Jermyn, Sr. Project Manager
Originally shared June 12, 2018

CCC Technologies successful upgrades/Migrations in the Avaya CM world all start with developing a project plan with emphasis on minimum risk to customer and end user.

To start, CCC Account Executives and Design Engineers engage the Project Manager, Lead Engineer, and the VP of operations once the design and customer needs are realized and developed.  We collaborate with design changes to maximize flexibility and minimize risk, which allows for less down time for the customer.  Most designs will end up with new equipment or the customer moving to a virtual environment; some with a mix of both.

Once a project is in house, the PM and Engineer discuss deploying the solution. We look at multiple sites or single sites with the same savvy.

Whether new servers or virtual servers, the key is to stand up the new servers/gateways with the existing environment.  We can now test new applications prior to our cutover. We can have users create new mailbox greetings & passwords prior to the 1st day business. This allows end-users to concentrate on the needs of business on 1st day. We can flush out any issues prior to going live. At cutover we may need to change IP address or register new servers to existing gateways, which is done rather quickly. Also, if we find an issue we can revert rather quickly to the old system if necessary. I can only remember once or twice that this has happened over the last 15 years at CCC.

If we have multiple sites, we still start by getting the main site tested and running side by side with the existing one.  Our Engineer will set up an IP connection from new to existing and then test.  Most remote sites will be getting a new server & reuse existing gateway. By setting up the IP connection a CCC Engineer can upgrade remote sites prior to the main site. The Engineer can register the remote site with the new main server which helps our customer minimize resources needed to support each site. Imagine if all sites had to be cutover at the same time as the main site; testing would take hours and the outage window would be much longer. Then, if a site doesn’t register we would need to troubleshoot with the customer at the site, and most likely with a Customer Network Engineer. With CCC’s process, we can troubleshoot prior to cutover minimizing risk for our customer.

CCC strives for nonevent at each cutover. We plan for developing and fine tuning and have a commitment to minimize downtime & risk while maximizing a great customer experience.

If you have any questions, contact your CCC Technologies Representative or call us at 877.288.9227.

If you need support, please call our 100% U. S.-based Customer Care Team at 1-866.347.3780 anytime, day or night.

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