1. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-1 Providing Cutover Support and Optimization Final Design and Implementation

2. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-2 Customer Training Provide information on cutover schedule, voice-mail access numbers, Cisco Unity TUI conversation basics, and desktop applications. Use sessions of 1 to 1.5 hours. Attempt to keep telephony training separate. End-user video-on-demand also available.

3. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-3 Help Desk and Walk-Around Support Provide an easily remembered number for users to call for help during the first days following cutover. Help personnel can be dispatched from the help desk. Keep records of the types of calls and resolutions. Personnel providing help should be visible to users, walking around and voluntarily providing assistance.

4. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-4 Optimization Changes to system learned from issues discovered during cutover or help calls Changes can include: –Changes to Cisco Unity port configuration –Changing Cisco Unity system settings –Changing integration to PBX

5. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-5 Supported Cisco Unity Backup Solutions Cisco Unity supports two backup options: Veritas Backup Executive –Backs up everything Cisco Unity Mailstore Database Operating system Cisco Unity Disaster Recovery Tools (DiRT) –Backs up only configuration and, if selected, messages Cisco Unity Mailstore

6. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-6 Summary Customer training should be provided before the cutover in either live sessions or through Cisco VODs. Help desk support can raise the level of customer satisfaction. Provide help by proactively engaging users, especially power users. Some reconfiguration may be needed from lessons learned or issues discovered during cutover. Backups should be consistently performed.

7. © 2006 Cisco Systems, Inc. All rights reserved. CUDN v1.1—3-7