“Telcion’s implementation processes are well tested and proven to work.”
Lodi Memorial Hospital (LMH) is a 214-bed, acute-care hospital, providing quality medical care, education and support services to Lodi and the surrounding areas. Two campuses and several satellite clinics are used to provide a variety of inpatient and outpatient services. LMH employs over 1,400 healthcare professionals.
Challenges For Lodi Memorial
The initial challenge for Lodi Memorial was a lack of trust in their existing vendor. After two years from initial deployment, LMH decided they needed to change vendors, and Telcion was selected. Telcion began providing on-going support services in 2011 for the entire voice infrastructure. By 2014, Lodi Memorial had grown to approximately 1,500 users. As more employees came on board, features that were needed or desired to more efficiently operate were not available in their existing environment. Their phone system and call center had become outdated, and their existing servers were at capacity.
An upgrade to Cisco 10.0 was recommended, along with adding virtualization to their servers. In addition, redundancy was needed between applications and hardware wherever possible.
Moving to version 10.0 from 7.1, Telcion upgraded all of the existing CUCM, Unity, UCCX, and attendant console software. It was important to reconfigure the existing hardware to allow for growth; servers were virtualized and sized to accommodate the existing load and provide additional headroom for future expansion.
Telcion worked closely with LMH to ensure upgrades for all phones were completed with full testing and failback plans in place. They worked through a multi-step process that required staging of LMH’s servers to allow the system to be upgraded through several Call Manager versions before a final version that was virtualization-compatible could be installed in the production environment. Full testing of the new servers was completed before final cutover.
The first cutover was scheduled for midnight in the middle of the week. After the cutover was complete, we followed the testing plan that had been created and began noticing the system was performing in a degraded state. After further testing, it was obvious the system was not going to be able to withstand the full load of the environment come morning, and the decision was made to roll-back. Actual downtime during this event was only a few minutes, including the roll-back. Post-cutover investigation revealed an issue with the EMC SAN configuration which required manufacturer intervention to be resolved. Upon resolution, a new cutover date was set and this time remained permanent. Given the hundreds of implementations and upgrades Telcion has performed over the years, this remains the only time that the failback plan was implemented. We feel our implementation processes are well tested and proven to work.