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

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Presentation on theme: "MPLS Trouble Reporting – Mississippi Library Commission Presented by: Mackie Jernigan Service Manager - State of MS AT&T World Wide Customer Service March."— Presentation transcript:

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

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

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

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

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 https://cnmp.att.com call , option 2, option 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

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

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

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

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

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 SLOs for DSL – 24 hours SLOs for T-1s & above – 4 hours

12 Review Questions???????

13 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 –Login Demo InfoVista Overview –Live Demo Security Services –Firewall –URL Filtering –Policy Changes/Adds Requirements URL Filtering –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

18 NMS Applications 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 CTTS

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

20 Accessing the CNM Portal Go to https://cnmp.att.com Enter your assigned user ID and password at the prompts and click login Your user ID is unique and controls your permissions Input your User ID Input your password

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

22 CNM Portal Toolbar > The CNM Portal Toolbar provides access to portal management functions and NMS applications > Toolbar display may vary based on users role > Move pointer over a toolbar listing to reveal submenu options > Click on the desired submenu option to open

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 ItemSubmenuApplication Network Management View Performance Reports InfoVista SLA Reports Trouble Management Create Trouble TicketsCTTS Trouble Ticket ConsoleCTTS Trouble Ticket ReportsCTTS 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

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

31 Main Page Tab The starting point for InfoVista Includes: >welcome message >administrative information >no metrics or reports

32 Core Tab 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) Time Navigator Performance data by CoS

33 What is the Time Navigator? 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 Back one time period Calendar Forward one time period Time Period Dropdown, click go after each selection

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 >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 Time Navigator 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 –Late Summer 2009 Multiple Filtering policies –EoY 2009

53 Questions and Answers


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