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MPLS Trouble Reporting – Mississippi Library Commission

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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
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 Proprietary and Confidential 17

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 Proprietary and Confidential 19

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 Proprietary and Confidential 22

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

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