Things are always on the move at Riverbed, but this month we are literally moving – to our new corporate headquarters at 680 Folsom Street in San Francisco. As anyone responsible for corporate facilities knows, relocating 560 employees and more than 1200 phones to a new office building is no minor task. This is especially true for our telecom team.
Meet Carson Weaver, global telecom manager and Jerico Chua, senior telecom engineer. Together these two rock stars are responsible for 2600 Avaya phones throughout the company, as well as conference room phones, switchboards, and all other aspects of making sure you can reach us by phone at Riverbed.
Carson and Jerico have been moving 250 phones at a time, floor by floor to the new building. The team decommissions phones at the old office on Friday, installs them in the new building on Saturday, runs automated testing overnight, troubleshoots on Sunday, and amazingly has everything ready for work Monday morning when the employees move in.
What better time, we thought, to drink our own champagne and test our upcoming release of Riverbed® SteelCentral™ UCExpert, which introduces support for Avaya unified communications (UC). UCExpert monitors and supports the entire UC lifecycle for both Cisco and Avaya deployments with configuration management, automated testing using actual phones, remote troubleshooting without end-user involvement, and performance management.
Automated testing ensures flawless deployment
Within the extremely tight turnaround times required for the Riverbed headquarters move, UCExpert has automated and streamlined the testing process, allowing us make sure the new office was ready for business as usual on Monday. UCExpert’s automated testing feature uses real phones to verify voice service availability and takes about two minutes per phone. It allows you to:
The Riverbed telecom team has also been using UCExpert for monitoring phones in all other global Riverbed offices and has experienced quantifiable benefits in several specific situations. In one case, UCExpert’s proactive nightly testing revealed a weekend power outage that had knocked phones offline. Without UCExpert, the team would not have known that SIP conference phones were unavailable until users complained.
“Since we started using UCExpert, we have more confidence our phones will be ready when our users need them,” Carson Weaver, Global Telecom Manager.
In offices where there is no telecom manager on site, the team frequently would rely on sales engineers to help. Riverbed SEs, like most, are extremely busy and it could often take an hour or more to schedule their time for a five minute troubleshooting issue. UCExpert remote hands functionality significantly accelerated troubleshooting by eliminating the need to dispatch technicians to remote sites. Not to mention the benefit of keeping our SEs focused on delivering value to our customers. UCExpert remote troubleshooting functionality allows you to:
Finally, UCExpert has given our telecom team simpler reporting and analysis across all types of phones. Previously, an undocumented problem with an Avaya phone in our Tokyo office required time-consuming manual tracking because it did not use the standard configuration. With UCExpert, we are able to use a single status command across all stations that shows actual phones versus aliases.
UCExpert has been a valuable addition to the native Avaya monitoring tools for managing UC more proactively and accelerate troubleshooting at Riverbed and we are pleased to release the product for general availability today. Learn more about SteelCentral UCExpert.
Riverbed, at more than $1 billion in annual revenue, is the leader in application performance infrastructure, delivering the most complete platform for the hybrid enterprise to ensure applications perform as expected, data is always available when needed, and performance issues can be proactively detected and resolved before impacting business performance. Riverbed enables hybrid enterprises to transform application performance into a competitive advantage by maximizing employee productivity and leveraging IT to create new forms of operational agility. Riverbed’s 27,000+ customers include 97% of the Fortune 100 and 98% of the Forbes Global 100.
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