1. MPLS Trouble Reporting – Mississippi Library Commission
Presented by:
Mackie Jernigan
Service Manager - State of MS
AT&T World Wide Customer Service
March 26, 2009 1

2. Presentation Objectives
• Things you need to know about trouble
reports
• Who to call
• What to tell them
• What is SPOC
• Using the SPOC web portal
• Importance of trouble reporting
• How to escalate 2

3. What you need to know…….. • Site ID’s are found in the MPLS
● MPLS troubles are reported by Site ID
• Site ID’s are found in the MPLS
Operations Guide
• Example: SOMYCLS0000
• When you report a trouble, always get
your ticket number 3

4. What is NOT a trouble report…..
● Moves
• Adds
• Changes
• Trouble reports apply to services that have
worked, but are now not working.
• Changes to your network are not trouble
reports 4

5. Who to call…….either SPOC or AT&T Direct …….
SPOC Trouble Reports
• via web portal
• Call ,
option 1
AT&T Direct Reports
• via CTTS
call , option 2, option 5 5

6. What you need to tell them about the trouble……….
• Site Name, Circuit ID, Physical Address
• Name and number of person reporting the
trouble
• Name and number of contact on site
• Description of the trouble – give as much detail
as you can
• Hours of access in case a dispatch is needed 6

7. SPOC Login Screen • Site Name, Circuit ID, Physical Address
• Name and number of person reporting the
trouble
• Name and number of contact on site
• Description of the trouble – give as much detail
as you can
• Hours of access in case a dispatch is needed 7

8. SPOC Ticket • Site Name, Circuit ID, Physical Address
• Name and number of person reporting the
trouble
• Name and number of contact on site
• Description of the trouble – give as much detail
as you can
• Hours of access in case a dispatch is needed 8

9. SPOC Log Notes Why do you need to turn in a trouble report…….
● Provides an orderly and carefully managed process to fix the problem
● Drives loading technicians to work on it
● Creates a historical record of the issue
● Is valuable for analyzing service issues
● Triggers a SLA credit, if applicable Hours of access in case a dispatch is
needed 9

10. Some good reasons to turn in a trouble report……..
• Provides an orderly and carefully
managed process to fix the problem
• Drives loading technicians to work on it
• Creates a historical record of the issue
• Is valuable for analyzing chronic problems
• Triggers a SLA credit, if applicable 10

11. What should you do if your trouble report is not being handled ………
• Escalate your trouble ticket number
• Escalation contacts are in MPLS Operations
Guide
• SLG NOC Manager Tier I
• Svc Mgr is Mackie
• SLO’s for DSL – 24 hours
• SLO’s for T-1’s & above – 4 hours 11

12. Review
• Questions???????

13. March 26, 2009 Presented by: Michael Avery Michael.avery.1@att.com
AT&T Training for MLC
March 26, 2009
Presented by: Michael Avery

14. Agenda Introduction CNM Portal Overview CNM Portal Demo
InfoVista Overview
InfoVista Demo
Firewall
URL Filtering
Q & A

15. Introduction CNM Overview InfoVista Overview Security Services
Login Demo
InfoVista Overview
Live Demo
Security Services
Firewall
URL Filtering
Policy Changes/Adds Requirements
Delegated Administration
What/When/How
Uncategorized
Allow
Block
Future Changes/Updates

16. CNM Portal Overview

17. What is the CNM Portal? CNM stands for Customer Network Management
Gateway to the network management applications
A single ID and password enables access to NMS applications
CTTS
InfoVista
SLA Reports
The CNM portal also permits lateral navigation between applications
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18. NMS Applications
CTTS
Applications available through the CNM portal to help manage your network:
CTTS – create, submit, and view trouble tickets
InfoVista – review network performance metrics
SLA – review metrics
InfoVista

19. System Requirements Minimum of 1 GHz CPU w/ 1 Gb memory recommended
Windows XP and Windows Internet Explorer 6.0+ or Netscape Navigator 7.0
Java files are crucial to the operation of InfoVista. Ensure computer is running Java version or 1.5.x
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20. Accessing the CNM Portal
Input your User ID
Go to
Enter your assigned user ID and password at the prompts and click login
Your user ID is unique and controls your permissions
Input your password
The Customer Network Management Portal is web-based and accessible through the URL shown here, making it available 24 hours a day, 7 days per week, from any computer.
You must have a user ID and password to access the portal. Your ID is unique to you and controls your permissions when you enter the portal. If you do not know your ID or password, contact the GTA network management team.
A single portal ID and password enables access to all of the NMS applications, so you do not have to re-enter your ID and password to access another tool once you have logged in. Note that NMS applications do time out after a period of inactivity however; if you log in and are inactive for 30 minutes or more, you may need to log in again.

21. Portal Main Page
After logging in successfully, the portal main page will be displayed
The main page includes:
Portal toolbar
Home link
Logout link
Proprietary and Confidential 21

22. CNM Portal Toolbar
The CNM Portal Toolbar provides access to portal management functions and NMS applications
Toolbar display may vary based on user’s role
Move pointer over a toolbar listing to reveal submenu options
Click on the desired submenu option to open
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23. CNM Portal Toolbar User management links include:
Manage organizations
Manage users, including personal info
Manage roles & entitlements
Network Management and Trouble Management links provide access to NMS applications
Toolbar Item
Submenu
Application
Network Management
View Performance Reports
InfoVista
SLA Reports
Trouble Management
Create Trouble Tickets
CTTS
Trouble Ticket Console
Trouble Ticket Reports
CTTS Reports

24. Troubleshooting CNMP Access
If you are having difficulty accessing the portal or any NMS application:
Check other applications currently running & available memory
Delete cookies & temporary files (Tools > Internet Options > General)
Turn off pop-up blockers (Tools > Internet Options > Security)
Remember that portal applications time out after a period of inactivity
Check LAN connectivity

25. CNM Portal Summary
The CNM Portal is a gateway to Network Management System applications
Application access is controlled by the portal and user ID
Single sign-on allows lateral movement between applications

26. CNM Portal Demo

27. InfoVista Overview

28. What is InfoVista?
A powerful network performance monitoring application that will allow you to quickly and easily track down:
Access interface issues
Circuit performance issues
A network management services (NMS) tool accessible through the Customer Network Management Portal (CNMP)
InfoVista utilizes
powerful navigation tools to allow customization of data seen
graphics and scaled, easy-to-read charts
InfoVista data can quickly be exported into other formats
So, what is InfoVista?
In a nutshell, it is a powerful performance monitoring tool that allows you to quickly and easily identify potential bandwidth, circuit performance, and hardware issues that your network may be experiencing. Along with the other NMS tools, it is available through the Customer Network Management Portal, a gateway which allows single sign-on and lateral access to all tools in the NMS suite.
InfoVista utilizes powerful navigation tools that allow you to easily change which elements of your network you monitor and when. InfoVista uses green, orange, and red indicators to help you quickly identify problem areas. You can use InfoVista’s time navigator to determine network usage and performance trends over a day, a week, a month, or longer. You can also export InfoVista’s reporting data into other formats, such as Microsoft Excel spreadsheets, Adobe .pdf files, or XML code for a web page.

29. InfoVista Interface To access InfoVista from the portal main page:
Point cursor over “Network Management” in the CNMP toolbar
Select “View Performance Reports”

30. InfoVista Interface InfoVista will load beneath the portal toolbar
Allow time for the application to load
Note the tabs providing access to metrics and reports
InfoVista will load below the portal toolbar.
Since InfoVista is using Java and is pulling a large amount of data each time it opens, be sure to allow some time for the tool to load.
Also, make sure you delete your cookies and temporary internet files from Internet Explorer, as these can interfere with InfoVista’s performance. To delete cookies and temporary files, just go to Tools and Internet Options on the Internet Explorer toolbar. The Delete Cookies and Delete Files buttons are available from the General Tab.
One more tip: since InfoVista also often opens new windows, you should make sure that your pop-up blocker is disabled. In Internet Options, go to the security tab and select “Custom Level,” then scroll down to the Miscellaneous section to check whether your pop-up blocker is on or off.
Once InfoVista loads successfully, you will see the main page and the available tabs arrayed to the right. You will continue to see the CNMP toolbar as well, so you can easily navigate to another application from wherever you are in InfoVista.

31. Main Page Tab The starting point for InfoVista Includes:
welcome message
administrative information
no metrics or reports
The Main Page tab is the first tab you will see each time your enter InfoVista. It is a simple tab that includes a welcome message, contact information, and any important administrative information you may need to know. There are no metrics or reports shown on the main page – all network monitoring data is contained on the other tabs

32. Performance data by CoS
Core Tab
Time Navigator
Measures performance of access classes of service (CoS) from AT&T core to KY edge of network
Includes:
Time Navigator
Performance metrics by CoS
Best Effort (BE)
Priority Business (PB)
Interactive (IA)
Real Time (RT)
Performance data by CoS

33. What is the Time Navigator?
Time Period Dropdown, click go after each selection
Allows you to specify the time period of data displayed
IV uses Greenwich Mean Time (GMT)
Remember to convert!
Crucial for researching performance issues & establishing trends
Calendar
Because the Time Navigator is such an important part of using InfoVista and appears on all tabs, let’s take a quick detour and look at it in a little more detail. We’ll save a more thorough overview of its operation for a later presentation; here we’ll just discuss the basics of what the Time Navigator offers and some of the ways in which you can use it.
You can manipulate the Time Navigator in several different ways: a new time and date for a report can be entered directly into the navigator via a keyboard, you can use navigation arrows to move one time period forward or backward, you can select a specific date from a pop-up calendar, or you can change the time period displayed using a pull-down menu.
Each time you click on an arrow, InfoVista re-loads the data it is displaying. So while the arrows are a good way to quickly move ahead or back one time period, it’s not so convenient for moving forward or backward by one week – you’d have to click the arrow seven times and wait for InfoVista to re-load seven times.
If you want to move back or ahead one week, click on the calendar icon. A calendar window will appear, allowing you to select a specific date.
Daily is the default view for InfoVista data. However, you can select hourly, weekly, or monthly views very easily by using the dropdown menu.
Note that all times in the Time Navigator are displayed in Greenwich Mean Time, or GMT. This is because the effort to display graphs in local time for all users would consume too many resources, and slow the application significantly. To convert GMT to Eastern Standard Time, subtract five hours from the time shown. During daylight savings time, subtract four hours from GMT to convert to Eastern Daylight Time.
Also, any arrows or dates that are grayed out indicate data that is unavailable. In this example, July 5 data is the most recent data available, so the forward arrow is disabled. If you were to open the calendar on this example, all days after July 5 would be grayed out.
The GO arrow is only used when you are entering a specific date into the navigator via the keyboard. If you use the navigation arrows or calendar, InfoVista will re-load data for the time period you select without the GO arrow.
Back one time period
Forward one time period

34. Greenwich Mean Time Conversion
To convert from Greenwich Mean Time:
Subtract 6 hours for Central Standard Time
Subtract 4 hours for Central Daylight (Daylight Savings) Time
Times are shown in 24-hour (military) time
To convert, subtract 12 hrs if time is greater than 12:00
Ex: 13:00 – 12 = 1:00 pm
18:00 –12 = 6:00 pm

35. The Time Navigator
InfoVista reloads each time the back or forward Time Navigator arrows are clicked
To advance in greater increments without slowing the system, click on the calendar icon and select a date
Gray dates on the calendar indicate data is not yet available
A date can also be entered directly into the Navigator via keyboard
3-letter month, 2-digit day, 4-digit year format (ex. May )

36. Classes of Service
As long as there is no data traffic congestion, all 4 levels move freely along the network
If traffic slows due to increased demand or a service degradation, priority is given to the higher CoS level
First, BE traffic is delayed
Next, PB is delayed
Finally, IA is delayed
Real Time is the highest priority CoS
Once congestion is resolved, all classes of service move freely once again

37. Core Tab Metrics
Packet Delivery: % of total data packets transmitted successfully over the given time period
Latency: time required for a data packet to travel from origin to destination and return
Jitter: variation in transmission time between packets sent over the same route
Availability: % of time that access route is available to send & receive data

38. Access Utilization Includes: Time Navigator Time Navigator
Interface Navigator
Performance Metrics
Max In (Mb/s)
Avg In (Mb/s)
Max Out
Avg Out
Max In Errors (%)
Avg In Errors
Max Out Errors
Avg Out Errors
Interface Navigator
Performance Data

39. The Interface Navigator
Click on + sign to expand listing
Click on – to close listing
A number in parentheses () after a site listing indicates the # of devices or interfaces at that location

40. InfoVista Reports All InfoVista metrics can be viewed as a graph
Click on the desired metric to open the graph in a new window
Time is always on the X axis, performance is always on the Y axis
InfoVista automatically scales reports to increase readability

41. Exporting Reports
Reports may be exported to other applications, such as:
Adobe .pdf
Excel
Text
XML
Click on the formats button in the upper left to access exporting options
Click on the desired format in the submenu and follow prompts to save or open the exported report data

42. InfoVista Demo

43. Firewall Features Provisioning and configuration
Initial design and implementation of rule base
Support for Network Address Translation (NAT)
24X7 Monitoring of the firewall platform
Native Intrusion Prevention System
Help desk support
Firewall logging

44. Firewall (cont.) Inbound and Outbound Rule Sets
Support for inbound NAT translation
Up to (8) Public IP addresses

45. URL Filtering Covers 20-million-plus URLs
Pre-configured content categories enable quick implementation of polices
Ongoing updates assure that policies are current
White listing and black listing provides highly granular access control
Temporary override/bypass accounts
Delegated Administration for real time URL changes
Uncategorized URL option

46. Delegated Administration
Checkpoint's SmartPortal URL Filtering
Self-Management secure web portal
Requires valid username, password, and Server IP Address
Information provided by:
Smart Portal Login Window

47. Initial SmartPortal Window

48. SmartPortal (cont.)
SmartPortal allows end-user to have full control by creating
White List
Allowing categories
Allowing URLs
Black List
Blocking categories
Blocking URLs
Always remember to install the policy

49. Uncategorized Option What is Uncategorized Websites
Websites without the proper category tag
Global policy implementation per Library System
Two Options
URLs not categorized ALLOW
URLs not categorized BLOCK

50. Additional Options URL Filtering temporary Override/Bypass
Allows temporary access to a blocked website
Site by Site basis
URL Filtering – Network Exceptions
Static workstation (s)
URL Filtering is disabled

51. Summary and Conclusion

52. Future HTTPS blocking Multiple Filtering policies Late Summer 2009
EoY 2009

53. Questions and Answers