MPLS Trouble Reporting – Mississippi Library Commission

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 ID’s 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 http://somlogistasolutions.com • Call 866-809-2257, option 1 AT&T Direct Reports • via CTTS https://cnmp.att.com call 800-317-3343, 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 Jernigan @ 601-974-2103 • SLO’s for DSL – 24 hours • SLO’s for T-1’s & above – 4 hours

12. Review • Questions???????

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

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. 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 NMS Applications CTTS 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

20. 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 Accessing the CNM Portal Input your User ID Input your password

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

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

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

24. 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 Troubleshooting CNMP Access

25. 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 CNM Portal Summary

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

30. InfoVista will load beneath the portal toolbar Allow time for the application to load Note the tabs providing access to metrics and reports InfoVista Interface

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

32. 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) Core Tab Time Navigator Performance data by CoS

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

34. 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 Greenwich Mean Time Conversion

35. 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 08 2008) The Time Navigator

36. 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 Classes of Service

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. 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 Access Utilization Time Navigator Interface Navigator Performance Data

39. 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 The Interface Navigator

40. 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 InfoVista Reports

41. 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 Exporting Reports

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