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WebEx performance monitoring

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ThousandEyes
ThousandEyes

Learn how to monitor collaboration services like WebEx. This presentation will cover: - How Webex access works and its implication on monitoring - Best practice recommendations for monitoring WebEx using ThousandEyes

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@ThousandEyes • Welcome & Introduction • Webex Architecture • Monitoring Webex with ThousandEyes • Demo • Best Practice Recommendations • Q&A Agenda Archana Kesavan Sr. Product Marketing Manager @archana_k7
@ThousandEyes About ThousandEyes Network Intelligence solution that helps you understand performance from every user to every application over any network User App Enterprise, Endpoint and Cloud Agents Routing End-to-End Performance Data User Experience App Performance Routing Topology Network Topology Network Connectivity Device Performance 18/20 top SaaS companies 5/6 top US banks 50+ Fortune 500 companies 8/10 top global software companies
@ThousandEyes Why Monitor WebEx? • Cisco is the dominant provider of web and video conferencing • Highly Impactful – Enterprise-grade, business-critical app for both internal and external communication – Directly impacts employee productivity • Troubleshooting Complexity – Collaboration, Voice & Video all built into one seamless app – SaaS-based delivery – Increased reliance on the Internet, no guaranteed performance from a ’best effort’ network – Voice and video highly susceptible to network chaos 53% 22% 12% 13% Market Share Cisco Citrix Microsoft Other * Synergy Research, Cloud SaaS Services Market Share and Forecast, Q2 2016
@ThousandEyes WebEx Architecture WebEx Nomenclature • Cisco WebEx Collaboration Cloud – Global network dedicated for Webex traffic • Meeting Cluster – Central location for all meeting functions (voice, video, sharing) • Webex Data Centers – Every Webex instance (cluster) located in two geographically redundant locations – Transparent to the end-user ThousandEyes Webex instance is hosted in cluster “S” in the SJC and DFW data centers
@ThousandEyes WebEx Architecture On the Road WebEx Users Internet Primary Data Center SJC Secondary Data Center DFWHome WebEx Users Enterprise WebEx Users
@ThousandEyes Collaboration Bridge Multimedia Platform Meeting ZoneOn the Road WebEx Users Internet Home WebEx Users Enterprise WebEx Users Session Initiation Meeting Traffic VoIP/Video Servers WebEx Database Recording Web Zone On the Road WebEx Users Internet Home WebEx Users Enterprise WebEx Users Servers WebEx Database Recording Web Zone Collaboration Bridge Multimedia Platform Meeting Zone Session Initiation Meeting Traffic VoIP/Video Webex Deployment • Web Zone vs Meeting Zone • Web Zone in the parent data center • Meeting Zone data centers closest to the end-user • Multiple simultaneous communication threads WebEx Architecture
@ThousandEyes Key Monitoring Considerations • Always start with the basics – DNS is the most critical piece of service delivery • Monitor external dependencies you don’t own – Upstream ISPs, UCaaS providers – Gather evidence. Shift from reactive war rooms to proactive escalation. • Single app but multiple communication threads – Monitor not just your WebEx instance, but collaboration and media servers – Webex Productivity Tools for off-meeting functions – Monitor VoIP and SIP gateways for WebEx voice
@ThousandEyes ThousandEyes Monitoring Approach Lightweight software-based agents easily installed on your own network, in data venters and branch offices. Enterprise Agent Browser-based plugins installed on end-user laptops and desktops Endpoint Agent Globally distributed agents installed and managed by ThousandEyes in 150+ POPs around the world. Cloud Agent ThousandEyes Platform Internal Monitoring Remote User Monitoring External Monitoring
@ThousandEyes Test Type What is it? Use Case Transaction Tests Simulate end user interaction with web services Validate if you can start a WebEx meeting HTTP and Page Load Tests Check service availability and individual page load components Monitor service availability and performance of: • WebEx instance • WebEx productivity tools • Media control and multimedia server (TCP 443) DNS Server Tests Validate availability of authoritative DNS servers Make sure DNS is not the root cause of your WebEx issues. Voice: SIP and RTP Tests Monitor VoIP quality and SIP server availability and authentication procedures Monitor voice call connectivity and quality for the “Call via conference room IP phone” option Network Tests Visualize network paths and network characteristics like loss, latency and jitter All of the above (except Transaction tests) Monitoring WebEx with ThousandEyes Use CaseWhat is it?Test Type
Demo Troubleshooting Webex Meeting Startup Problems
@ThousandEyes Unable to start a Webex Meeting Webex instance unavailable as indicated by a dip in HTTP availability DNS seems to be the root cause of Webex server unavailability
@ThousandEyes Digging into DNS Issues with DNS Server Tests DNS Server Tests monitor DNS server availability and responses. DNS authoritative server returning “REFUSED” indicating that this is indeed a problem with DNS
@ThousandEyes Implement a Cloud Readiness Lifecycle • Uncover connectivity issues • Baseline performance • Establish success criteria • Get to know service providers • Define escalation procedures READYREADYREADY • Incremental roll out • Validate success against pre-established criteria • Create self-serve Dashboards for internal users DEPLOYDEPLOY Proactively monitor network/app to reduce MTTR and assure positive user experience OPERAT E OPERATE
@ThousandEyes Cloud/SaaS Adoption Lifecycle Best Practices Readiness Deployment Operations Baseline performance from user locations to PoC instance (latency, page load) Ensure all sites can optimally connected to primary and secondary data centers Test to WebEx PoC instances from user locations (remote users, office locations) Define success criteria for each location Develop and train on escalation procedures Proactively monitor network & application layers Deploy endpoint agents for remote workforce Set up self-service dashboards for internal users Continuously monitor and optimize App Lifecycle
WebEx performance monitoring

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WebEx performance monitoring

  • 1.
  • 2. @ThousandEyes • Welcome & Introduction • Webex Architecture • Monitoring Webex with ThousandEyes • Demo • Best Practice Recommendations • Q&A Agenda Archana Kesavan Sr. Product Marketing Manager @archana_k7
  • 3. @ThousandEyes About ThousandEyes Network Intelligence solution that helps you understand performance from every user to every application over any network User App Enterprise, Endpoint and Cloud Agents Routing End-to-End Performance Data User Experience App Performance Routing Topology Network Topology Network Connectivity Device Performance 18/20 top SaaS companies 5/6 top US banks 50+ Fortune 500 companies 8/10 top global software companies
  • 4. @ThousandEyes Why Monitor WebEx? • Cisco is the dominant provider of web and video conferencing • Highly Impactful – Enterprise-grade, business-critical app for both internal and external communication – Directly impacts employee productivity • Troubleshooting Complexity – Collaboration, Voice & Video all built into one seamless app – SaaS-based delivery – Increased reliance on the Internet, no guaranteed performance from a ’best effort’ network – Voice and video highly susceptible to network chaos 53% 22% 12% 13% Market Share Cisco Citrix Microsoft Other * Synergy Research, Cloud SaaS Services Market Share and Forecast, Q2 2016
  • 5. @ThousandEyes WebEx Architecture WebEx Nomenclature • Cisco WebEx Collaboration Cloud – Global network dedicated for Webex traffic • Meeting Cluster – Central location for all meeting functions (voice, video, sharing) • Webex Data Centers – Every Webex instance (cluster) located in two geographically redundant locations – Transparent to the end-user ThousandEyes Webex instance is hosted in cluster “S” in the SJC and DFW data centers
  • 6. @ThousandEyes WebEx Architecture On the Road WebEx Users Internet Primary Data Center SJC Secondary Data Center DFWHome WebEx Users Enterprise WebEx Users
  • 7. @ThousandEyes Collaboration Bridge Multimedia Platform Meeting ZoneOn the Road WebEx Users Internet Home WebEx Users Enterprise WebEx Users Session Initiation Meeting Traffic VoIP/Video Servers WebEx Database Recording Web Zone On the Road WebEx Users Internet Home WebEx Users Enterprise WebEx Users Servers WebEx Database Recording Web Zone Collaboration Bridge Multimedia Platform Meeting Zone Session Initiation Meeting Traffic VoIP/Video Webex Deployment • Web Zone vs Meeting Zone • Web Zone in the parent data center • Meeting Zone data centers closest to the end-user • Multiple simultaneous communication threads WebEx Architecture
  • 8. @ThousandEyes Key Monitoring Considerations • Always start with the basics – DNS is the most critical piece of service delivery • Monitor external dependencies you don’t own – Upstream ISPs, UCaaS providers – Gather evidence. Shift from reactive war rooms to proactive escalation. • Single app but multiple communication threads – Monitor not just your WebEx instance, but collaboration and media servers – Webex Productivity Tools for off-meeting functions – Monitor VoIP and SIP gateways for WebEx voice
  • 9. @ThousandEyes ThousandEyes Monitoring Approach Lightweight software-based agents easily installed on your own network, in data venters and branch offices. Enterprise Agent Browser-based plugins installed on end-user laptops and desktops Endpoint Agent Globally distributed agents installed and managed by ThousandEyes in 150+ POPs around the world. Cloud Agent ThousandEyes Platform Internal Monitoring Remote User Monitoring External Monitoring
  • 10. @ThousandEyes Test Type What is it? Use Case Transaction Tests Simulate end user interaction with web services Validate if you can start a WebEx meeting HTTP and Page Load Tests Check service availability and individual page load components Monitor service availability and performance of: • WebEx instance • WebEx productivity tools • Media control and multimedia server (TCP 443) DNS Server Tests Validate availability of authoritative DNS servers Make sure DNS is not the root cause of your WebEx issues. Voice: SIP and RTP Tests Monitor VoIP quality and SIP server availability and authentication procedures Monitor voice call connectivity and quality for the “Call via conference room IP phone” option Network Tests Visualize network paths and network characteristics like loss, latency and jitter All of the above (except Transaction tests) Monitoring WebEx with ThousandEyes Use CaseWhat is it?Test Type
  • 12. @ThousandEyes Unable to start a Webex Meeting Webex instance unavailable as indicated by a dip in HTTP availability DNS seems to be the root cause of Webex server unavailability
  • 13. @ThousandEyes Digging into DNS Issues with DNS Server Tests DNS Server Tests monitor DNS server availability and responses. DNS authoritative server returning “REFUSED” indicating that this is indeed a problem with DNS
  • 14. @ThousandEyes Implement a Cloud Readiness Lifecycle • Uncover connectivity issues • Baseline performance • Establish success criteria • Get to know service providers • Define escalation procedures READYREADYREADY • Incremental roll out • Validate success against pre-established criteria • Create self-serve Dashboards for internal users DEPLOYDEPLOY Proactively monitor network/app to reduce MTTR and assure positive user experience OPERAT E OPERATE
  • 15. @ThousandEyes Cloud/SaaS Adoption Lifecycle Best Practices Readiness Deployment Operations Baseline performance from user locations to PoC instance (latency, page load) Ensure all sites can optimally connected to primary and secondary data centers Test to WebEx PoC instances from user locations (remote users, office locations) Define success criteria for each location Develop and train on escalation procedures Proactively monitor network & application layers Deploy endpoint agents for remote workforce Set up self-service dashboards for internal users Continuously monitor and optimize App Lifecycle