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Can You Hear Me Now? Communicating During Emergencies
August 20, 2014
Thank you for being here today
Presenter:
Paul C. Wittekind Director of Information Technology Services Porzio, Bromberg & Newman, PC
August 20, 2014
Thank you for being here today
Presenter:
Joe Davis Applications Manager McCarter & English, LLP
August 20, 2014
Unified Communications Availability
Presenter:
Greg Syer VP Business Development Hosted Services NWN Corporation
Unified Communication Solutions
August 20, 2014
Unified Communications Availability
Presenter:
Jerrod A. Kogut Sr. Sales Engineer E-mail Management and AlertFind Services Dell Software
AlertFind Enterprise Notification
McCarter & English
• 8 offices from Boston to DC with headquarters in Newark, New Jersey
• 420 Attorneys / 850 employees • 32-person IT group • Firm-provided and BYO devices
WHO WE ARE
Porzio
• Northern New Jersey and New York City – 5 offices
• 95 attorneys / 250 employees
• 5.5-person IT department
• Firm-provided and BYO devices
• Power
• Physical Access
• IT and Other Key Personnel
• Availability for Work
• Personal Situations
• Mobile Communications Infrastructure
• Data Center Infrastructure
HOW DID SANDY AFFECT US?
.
• Smartphone messaging
• Voice messaging
WHERE WERE WE IN 2012?
COMMUNICATIONS AND OTHER EMERGENCY FAILOVER SYSTEMS
GENERAL AND NON-COMMUNICATIONS SYSTEMS
• Power
• Data center infrastructure
• Enterprise content / essential work product
• Power
• Data center infrastructure
• Enterprise content / essential work product
• Smartphone messaging
• Voice messaging
WHERE ARE WE IN AUGUST 2014?
COMMUNICATIONS AND OTHER EMERGENCY FAILOVER SYSTEMS
GENERAL AND NON-COMMUNICATIONS SYSTEMS
HOW DID WE ACTUALLY
COMMUNICATE?
WHAT DID WE NOT ANTICIPATE?
SOLUTIONS PROVIDERS
AlertFind Enterprise Notification
Collaboration Across Your Business
Mobile Worker Account Manager
Information Worker Financial Analyst
Contact Center Contact Center Agent
Deskless Worker Factory Supervisor
Executive VP of Marketing
Customers Partners Suppliers
Collaboration Re quirements
Intelligent Contact Routing
Virtual Meetings
IP COMMUNICATIONS
Virtual Teams with Click to Call
Intercompany Supplier Collaboration
High Fidelity On- Premises Conferencing
Streamlined Workflows
MOBILE APPLICATIONS
Office Communications on the Go
CUSTOMER CARE CONFERENCING
ENTERPRISE SOCIAL SOFTWARE TELEPRESENCE
MESSAGING
• Datacenter Availability
• UC Applications Availability
• Dial Tone Resiliency
• Site Survivability
• User Accessibility
DR/BC Layers to Consider
Datacenter Infrastructure Design
15
Customers
Nexus 1000V – Virtual Switches
Customer Environments: Cisco Unified Communication and Collaboration Suite of Applications
Access Layer
Aggregation Layer
Core Layer
L2 L2
L3 L3
L3 L3
SAN Storage SAN Storage
SAN Switch SAN Switch
UCS B-Series Chassis and Blades running
VMware
SBC SBC
ASA ASA
X X X
X
HCS Data Center
HCS Management Platforms Service
Management Performance Management
Fault Management (MoM, Ticketing)
NCare NOC
East DC West DC
Tier 1 ISPs Internet DC-DC
SIP Routing
Elink Service (Data Replication)
Customer MPLS
MPLS Tag Switching
Geo-Redundant Datacenter
Application Server Availability
Site Survivability - WAN
MPL
S
MPLS
MPLS
MPLS
MPLS
Customer MPLS WAN
NWN Data CenterNorth Carolina
Isolated Virtual
Environment
Site #1 VoIP Applications
Isolated Virtual
Environment
Site #2 VoIP Applications
NWN Data CenterCalifornia
Isolated Virtual
Environment
Site #1 VoIP Applications
Isolated Virtual
Environment
Site #2 VoIP Applications
Head Quarters
LAN Switch
MPLS Router
SRST Gateway
Mid Atlantic
LAN Switch
MPLS Router
SRST Gateway
South East
LAN Switch
MPLS Router
SRST Gateway
West
LAN Switch
MPLS Router
SRST Gateway
Site Survivability - VPN
MPLS
MPLS
VPN
MPL
S
MPLS
MPLS
VPN
NWN Data CenterNorth Carolina
Isolated Virtual
Environment
Site #1 VoIP Applications
Isolated Virtual
Environment
Site #2 VoIP Applications
NWN Data CenterCalifornia
Isolated Virtual
Environment
Site #1 VoIP Applications
Isolated Virtual
Environment
Site #2 VoIP Applications
Head Quarters
LAN Switch
MPLS Router
SRST Gateway
Mid Atlantic
LAN Switch
MPLS Router
SRST Gateway
South East
LAN Switch
MPLS Router
SRST Gateway
West
LAN Switch
MPLS Router
SRST Gateway
MPLS WAN
VPN
Site Survivability - Local
VPN
Dial Tone
X
X
• PRI
• Analog
• Centrex
Legacy Dial Tone Options
Services
• Over subscription
• Utilization – Hard to figure out
• Resiliency
Short Comings
• Provides local/long distance & Toll Free Calling
• Dynamic Subscription
• Fail-over Options
SIP Dial Tone Options
Services
• Pay for only what you use
• Increase Availability – Resiliency
• Reduce Costs
Advantages
Dial Tone Resiliency
X
1. Single Datacenter Failure
2. Dual Datacenter Failure
X
3. WAN Failure
X
X
• Desk Phone, Video Phone/End Point or Wireless Phone
• Softphone
• Contact Center
User Accessibility
Office
• Desk Phone – SSL VPN or Site to Site VPN
• Softphone
• Mobile Client
• Single Number Reach
Remote User
Office or Remote Accessibility - DR
• Switch Work Load To Different Office • Move to another office
• Reroute Calls – SIP & Redirect
• Work Remote • Desk Phone
• Soft Client
• Mobile Client
• Single Number Reach
• Call Center or Other Apps – VPN or Web
Remote User Accessibility - DR
Where’s Your Risk?
Where’s Your Risk?
Top 10 Risks Fire Thunderstorms Utility Interruptions Telecommunications Interruptions Flood or Surface Water Virus Heavy Rain or Snow Extreme Cold or Freezing Precipitation Water or Liquid Spill or Release Denial of Service Attack
Where’s Your Risk?
Leverage Your Insurance Carrier • Expert at risk analysis •Maintains extensive loss databases •Motivated to reduce your risk •Can drive premium reductions
Top 10 Risks 1. Fire 2. Thunderstorms 3. Utility Interruptions 4. Telecommunications Interruptions 5. Flood or Surface Water 6. Virus 7. Heavy Rain or Snow 8. Extreme Cold or Freezing Precip 9. Water or Liquid Spill or Release 10. Denial of Service Attack
Top 10 Risks Fire Thunderstorms Utility Interruptions Telecommunications Interruptions Flood or Surface Water Virus Heavy Rain or Snow Extreme Cold or Freezing Precipitation Water or Liquid Spill or Release Denial of Service Attack
Where’s Your Risk?
Leverage Your Insurance Carrier • Expert at risk analysis •Maintains extensive loss databases •Motivated to reduce your risk •Can drive premium reductions
Top 10 Risks 1. Fire 2. Thunderstorms 3. Utility Interruptions 4. Telecommunications Interruptions 5. Flood or Surface Water 6. Virus 7. Heavy Rain or Snow 8. Extreme Cold or Freezing Precip 9. Water or Liquid Spill or Release 10. Denial of Service Attack
Top 10 Risks Fire Thunderstorms Utility Interruptions Telecommunications Interruptions Flood or Surface Water Virus Heavy Rain or Snow Extreme Cold or Freezing Precipitation Water or Liquid Spill or Release Denial of Service Attack
Other Risk Considerations
Tornado
Earthquake
Hurricane/Typhoon
Terrorist Attack
Human Error
Tsunami
Etc. . . .
Each Business & Location
will have a unique Risk Profile
Rough Decade of Hurricanes
8 of the 10 costliest storms on record have made landfall Since 2002. In 2005 Hurricane Wilma was the strongest hurricane (190mph winds) ever 2005 set the record for the most storms in a single season lasting into Jan 2006 Top 7 Storms of all time caused over $200 Billion dollars worth of damage
2011-2012 Hurricane Season
Category 3 Hurricane Irene was first to make landfall since 2008
1st time since 1908 2 storms formed before the official start date of June 1
1st time ever recorded that 4 storms formed before July- since 1851
3rd most active on record- tied with 1887, 1995,
and 2010
38 Named Storms
6 Storms Cat 3Major +
39 Tropical
Depressions
17
Hurricanes
Hurricane Isaac hits New Orleans on the 7 year anniversary of Katrina
Dangerous storms
can return any year
Don’t become
complacent!
Hurricane Sandy 2012 $71 Billion Loss
Invest in Business Continuity Planning, and use as much available technology as possible.
Remember 10 Tips to Be Prepared.
34
What can you do to Prepare?
Plan for the worst, and hope for the best.
Software
It has been estimated that 90% of companies unable to resume business operations within 5 days of a
disaster are out of business within 1 year.
1. Ensure you can communicate instructions to employees no matter what happens to the prevailing communications infrastructure.
2. Collect and maintain up-to-date contact information for your employees and key constituents
3. Plan for your post-event roll call of employees
One way blasts aren’t helpful! You need the ability to communicate with staff and partners effectively; Roll Calls Polling Receipt Acknowledgement Live-time two way communications Conference Calls
4. Plan for a remote recovery facility
5. If you can protect one application, protect your email- you will need it
Important Documents
Contracts
Intellectual Property
Client and Stakeholder Communications
6. Have a system in place to avoid losing compliance and audit trails when the unexpected happens
Complete Legal Archive
Protected and Resilient
Easy to Search
Secure and Compliant
7. You must collaborate in order to recover
• Where do I go?
• What do I do?
• Do they know I’m okay?
• Where do I get information?
• Are my employees safe?
• What is the status of the business?
• How are customers impacted?
External World / Customers
Disaster
Recovery
Team
• Is everyone safe?
• Are you open for business?
• How does this event affect your
bottom line?
• Can I contact you?
• What are you doing to recover?
Executives
Employees
8. Test, test, and test again
9. Plan not to stick to your disaster recovery plan
“…We couldn’t coordinate the simplest of tasks…” - Large regional health plan provider
Barriers to recovery from disaster:
• Inability to coordinate communication among teams & employees
• Inability to coordinate tasks and activities
• Disaster recovery team occupied answering phone calls for basic information
• No central source for accurate, up to date information about the crisis and recover efforts
• Disaster recovery plans aren’t easily actionable or digestible
• Measuring ‘success’ of recovery efforts difficult
10. Use available technology services to provide
reliable tools, available anytime, with any internet
connection
• “Calling audibles”
•Warnings / alerts
• Instructions
•Roll call
•Broadcast comms
•Simple data gathering / triage
Email &
Collaboration Tools
•Exchanging documents
•Executing contracts
•Transferring data files
•Moving recovery files
•Complex instructions
•Task collaboration
Data Exchange Short Message Communication
Emergency
Notification
Business Value for Business Continuity Planning and Emergency Communications
Regulatory Compliance Competitive Advantage
Brand and Reputation Protection Risk Identification
Operational Improvement Knowledge Capture
Increased Resiliency Cost Savings Safety of People and Facilities
Empowers executives, reduces risk and ensures compliance is met with reports to confidently address stakeholders
• Hard to comprehend until you experience it
• “Third-world problems” became our “first-world” reality
• Business continuity not at the forefront of concerns
• Cannot expect perfection or emergency procedures “going as planned”
LESSONS LEARNED
How Truly Prepared Were We?
• How do you activate them? Who is able to activate them? What do you activate?
• Plan for multiple modes of communication – even “old school” technologies
• Leverage your mobile device management (MDM) system as a communications tool
• How accurate is the contact and other information upon which they depend?
• How do you train people on the procedures? How do you convince them that it matters?
• Will your website be a viable mode of communication?
LESSONS LEARNED
Realistically and Rigorously Assess Your Communications Tools
• Account synchronization (AD, manual)
• E-mail groups
• Provision of external e-mail contact information to smartphones
• True contact information vs. Outlook auto-complete
• Personnel training
• Mobile device management tools
• Hosted vs. data center-based
• Who supports the users?
LESSONS LEARNED
E-Mail Communications
• Reliability of information in the central data source
• Who is responsible? IT? HR? No one?
• Creation of functional and key decision-making groups on system
• How many members of those groups actually will be reachable?
• After activation, who maintains and monitors?
• Provision of external e-mail contact information to smartphones
• True contact information vs. Outlook auto-complete
• Personnel training
• Who supports the users?
LESSONS LEARNED
Text and Voice Messaging
• Enforcing compliance with procedures
• Training
• Documentation
• Listening to you
• Who support the users?
LESSONS LEARNED
People are People
• No power for communications devices
• Communications infrastructure significantly impaired
• Firm personnel who support the communications plan are unreachable
• IT department cannot travel
• Emergency communications providers are swamped
• Users have not
• Updated contact information
• Responded to drills / tests or accessed emergency portals
• Read / retained documentation
• May need to rely upon “old school” paper
LESSONS LEARNED
Plan for the Unexpected – QUESTION EVERYTHING
We’ll now open it up for questions
Questions
Thank You