larger cover

Add To My Wish List

Register your product to gain access to bonus material or receive a coupon.

Road to IP Telephony, The: How Cisco Systems Migrated from PBX to IP Telephony


  • Sorry, this book is no longer in print.
Not for Sale
  • Description
  • Downloads
  • Extras
  • Sample Content
  • Updates
  • Copyright 2004
  • Edition: 1st
  • Book
  • ISBN-10: 1-58720-088-0
  • ISBN-13: 978-1-58720-088-5

A complete IP Telephony migration planning guide

Includes Steps to Success Poster

  • It's everyone's "must have." This is a reference book for the entire project team who works on the deployment of an IP Telephony solution.
  • Take advantage of best practices. Includes more than 200 best practices, lessons learned, and tips for getting you through your IP Telephony deployment successfully.
  • Minimize risk and learn from the mistakes of others. Read the list of the top 10 things that can go wrong during an IP Telephony deployment.
  • Ask the right questions. Get the project team thinking and collaborating together with Stephanie's "Checklist of Questions to Ask the Project Team."
  • Use proven planning tools. Work from sample checklists, templates, project plans, and workflow documents to guide your planning process.
  • Keep the Steps to Success on the minds of your project team. Use the enclosed poster, which illustrates every major step associated with an IP Telephony deployment.

There is no better path to the successful implementation of a new technology than to follow in the experienced footsteps of an organization that has already been there. The Road to IP Telephony tells you how Cisco Systems successfully moved its own organization to a converged, enterprise-wide network. You will learn the implementation and operational processes, what worked, what didn't work, and how to develop your own successful methodology. After presenting this topic to hundreds of Cisco customers, including Fortune 500 companies, Stephanie Carhee consistently encountered the same question, "If I decide to move to IP Telephony, where do I begin and what can I do to ensure that I do it right the first time?" Although the needs of every enterprise are different, some things are universal; planning, communication, teamwork, and understanding your user's requirements are as important as technical expertise. The Road to IP Telephony shares with you everything you need to know about managing your deployment. It starts with where to begin, including what needs to be addressed before you even begin the planning process, to building your project team. Key best practices are also offered to help you set the project's pace and schedule, get your users on board, identify a migration strategy, develop a services and support strategy, and work toward the final PBX decommission.

"Cisco IT wants to share its implementation experience with Cisco customers and partners to aide in the deployment practices of new Cisco technologies. While conducting our own company-wide cutover, we learned a great deal about what to do and what not to do. This book shares our experiences."
-Brad Boston, Senior Vice President and Chief Information Officer,
Cisco Systems, Inc.

This volume is in the Network Business Series offered by Cisco Press. Books in this series provide IT executives, decision makers, and networking professionals with pertinent information on today's most important technologies and business strategies.



Download the poster- 72 KB - Poster (PDF)

Online Sample Chapter

A Cisco Telephony Architecture Evolution

Downloadable Sample Chapter

Download - 3.13 MB -- Chapter 1: A Cisco Evolution

Table of Contents



1. A Cisco Evolution.

Operational Benefits of Cisco IP Telephony. ROI. Where It All Started. Cisco Architecture in the Beginning. Cisco Architecture Evolution. Summary.

2. Before You Begin.

Importance of a Cross-Functional Team. AVVID Tiger Team. The Four Project Tracks. Executive Management Sponsorship. Managing Change. Where Do You Begin? The Engineering Story. CallManager Today. Resources. Summary. Appendix 2-A: AVVID Tiger Team Roles and Responsibilities. Appendix 2-B: Project Planning Flowchart. Appendix 2-C: Voice of the Client Survey. Appendix 2-D: General Preimplementation Considerations Checklist.

3. The Migration Strategy.

Hold Planning Workshop. A Phased Approach. Optimize Project Pace and Schedule. The Communication Plan. Identify Business-Critical Phone Users. Converting "Executive Row". User Training. Identify Operational Policy Changes. The Good, the Bad, and the Ugly. Resources. Summary. Appendix 3-A: Planning Workshop Template. Appendix 3-B: Sample Users Conversion Notice. Appendix 3-C: Phone Configuration Template. Appendix 3-D: Executive Row Checklist. Appendix 3-E: User Frequently Asked Questions.

4. Implementation.

Planning the Implementation: Steps to Success. Preparing the WAN. Provisioning the VLAN. Connecting to Voice Mail. Site Survey. The Implementation. Customer Service. Resources. Summary. Appendix 4-A: Project Planning Flowchart. Appendix 4-B: Implementation Planning Template. Appendix 4-C: Site Survey Template. Appendix 4-D: LAN Upgrade Test Procedures. Appendix 4-E: Implementation Checklist. Appendix 4-F: Retrofit Implementation Guide. Appendix 4-G: Cisco IP Phone Test Procedure. Appendix 4-H: IP Telephony Retrofit Efficiency Report. Appendix 4-I: IP Telephony Retrofit Project Gantt Chart. Appendix 4-J: Sample Project Plan. Appendix 4-K: Sample Project Schedule. Appendix 4-L: Project Risk Assessment Table.

5. Day 2 Handoff and Support.

In Mike's Own Words… The Support Team. The Support Process. The Support Tools. Power Backup. Serviceability-Five 9s. Support Frequently Asked Questions. Resources. Summary. Appendix 5-B: Cisco CallManager 3.2 Software Upgrade Checklist.

6. Final Piece of the Conversion.

But We're Not Done Yet. Change Management. Software Upgrades. Disaster Recovery. PBX Lease Returns. Vendor Rules of Engagement. Nonleased Equipment Disposal. Retrofit Cleanup. Preparing Your Network for the Future. Operate Phase. Optimize Phase. Cisco IP Communications Services and Support Programs. Lessons Learned. Resources. Summary.

7. Moving Forward: Continuing to Be Cisco's First and Best Customer.

Looking Back and Moving Forward. PBX Removal Complete. Cisco IP Contact Center Migration. Cisco Wireless LAN Migration. Maintaining Five-9s on the New Network. Cisco Unity Voice Mail Migration. Conclusion. Appendix 7-A: Stephanie's Checklist of Questions to Ask the Project Team.

Appendix A: Customer Concerns.




The Road to IP Telephony Appendixes

Chapter 2
Appendix 2-A (PDF)
Appendix 2-B (Excel)
Appendix 2-C (PDF)
Appendix 2-D (PDF)

Chapter 3
Appendix 3-A (PDF)
Appendix 3-B (PDF)
Appendix 3-C (JPG)
Appendix 3-D (PDF)
Appendix 3-E (PDF)

Chapter 4
Appendix 4-A (PDF)
Appendix 4-B (Word)
Appendix 4-C (Word)
Appendix 4-D (PDF)
Appendix 4-E (PDF)
Appendix 4-F (PDF)
Appendix 4-G (PDF)
Appendix 4-H (PDF)
Appendix 4-I (PDF)
Appendix 4-J (Excel)
Appendix 4-K (PDF)

Chapter 5
Appendix 5-A (PPT)
Appendix 5-B (PDF)

Chapter 7
Appendix 7-A (Excel)


Download - 151 KB -- Index

Cisco Press Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from Cisco Press and its family of brands. I can unsubscribe at any time.


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about Cisco Press products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.


Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites; develop new products and services; conduct educational research; and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by Cisco Press. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive:

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020