Friday was the last day at work for Gus. So where was he? I actually knew he would not be in. He gave me his key cards for the office on Thursday when we were drinking. Will we ever see him again? The jury is still out, even though he lives 3 blocks from Jayson…
Work
A Dark Day
Today was a dark day for me. My boss and friend Gus announced he was leaving my company for good at the end of the month. On many levels this was upsetting and of concern to me. Firstly my boss is leaving. I have to hope (pray) that the next guy that comes in is not a dumb-ass. I have had enough fun with crazy boss’s in the past (ie Kenny). Other work related reasons for concern for me are that Gus has been one of my biggest supporters at work. I am confident in my track record, but it is always good to have a fan in the person you report to.
On a personal level, it will be weird going to the office every day and not having him around. He was someone I worked for, but I consider him a friend. We talked and did tons of stuff outside of work. It will take allot of getting used to, with him not around.
In the interim Bob will be taking over the day to day role Gus played. I like Bob, and I think I get along well with him, so I am not worried. It just won’t be the same as with Gus. On the flip side, not having Gus around may actually decrease my stress level a bit. We won’t know that until December.
What I am wondering about is why do people at work think I have tons of information regarding gossip items like Gus leaving? Even if I did, where do people get these ideas? Just because I am in the Information Systems department does not mean I have all the information.
What will happen in our department? It is an open book right now. It is way to early to tell right now. That is what worries me. I am all for change. It is good and bad. I know people usually hate change. Sometimes I like it. Unfortunately when some things change, you just worry. You might do it for no real rational reason, but you do it anyway…
Cisco Executive Briefing
It sounds fancier than it was. Gus, Dave, Kai, and I went up to Cisco Systems Executive Briefing Center outside of Boston. We were getting the overview of their IPCC product from all the product managers and engineers working on the system. First off I will say I think the trip was worth it. I think there were some issues still unresolved by some of our team, that I think Cisco was able to handle.
We got up to Boston by noonish. Our account manager and his boss picked Gus and I up from the train and we drove the 40 minutes to the site. it is a nice new campus. We ate lunch, which was surprisingly good. Normally this sort of stuff is not what I consider good food. They had nice chicken dish with stuffing and potatoes. I was stuffed for hours after that. We meet a VP of sales or something who came down to make sure we were getting treated right. I am not sure what Gus said to whoever at Cisco but around August they started treating us really nice. Far better than I would expect from a company our size. Granted we do some advanced stuff for a company our size, but it is weird when the #3 guy or so at Cisco stops by your office for a meeting. I will say that Cisco is very responsive to questions or problems. Some of my / Gus’ comments have reached high levels. it showed with the presentation.
We got a really good overview of their IPCC product. I think Dave was pleased with what he saw. I was. I also got to see some nice warez from them. We checked out the color VOIP phone. Gus and I also test drove the video conference functionality of Call Manager 4.1. I even got to see the long rumored VOIP WiFi cordless phone. It was so cool. I want one for my house, but a practical deployment of it would be for the supervisors in the call center when we have 2 floors to cover. Check out the MOB for some of the really cool tech we saw. No pictures of the video conference system we used. Just trust me that it was way cool.
We had a long fact filled day. Then we rushed off to catch a late train. We made it to the station with 15 minutes to spare. I decided to upgrade to First Class. I figured I wanted good service one time, and I would pay for it out of my own pocket. I am on the train now. The seats are bigger. There are less people in the First Class car. I also got dinner and free drinks. The food is MUCH better than Biz class. I had a steak with potato’s, with chrem brule. I cannot spell it. I was not a fan of the desert anyway. I am sitting at a conference table for 4 by myself. It is roomy. I was hoping to take a nap, but I haven’t written a detailed blog entry for a while so I decided to take the time now. So was the upgrade worth the money? Probably not, but it is nice to get waited on and just relax sometimes. Amtrak for the money has the best upgrades. And that is saying allot since the Biz class on the Acela Express is nice as it is. Right now this is my favorite form of travel.
Another Week, Another Trip To Boston
I am back on the Acela Express up to Boston today. Gus and I are on the 8:03 again. Dan couldn’t make it, so he bailed on us. David, and Kai are both driving and meeting us once we get up to the site. Today we are visiting the Cisco Customer Briefing Center. I have never been. I hear it is nice. 2 of our Cisco engineer’s are also on the train. I stopped and said hi to one of them.
I have been trying to (with mixed results) use my T610’s bluetooth connection to download email on my Powerbook. Not very reliable today. At least I have my blackberry with me. I got no movie watching done on the train. I just did work, and followed up on email. I have no life…
Road Trip 2
Yesterday Gus, Dan, and I were off again on another road trip. This time one of our account rep’s drove us all down to Philly. We visited a cool client of theirs (names of vendor’s and clients are being obscured, sorry it is confusing to you). We checked out their ACD system and the phone system they use. I liked what I saw. it was a nice operation. I learned a bunch about the product we were looking at. Since we were in Philly I had a Philly Cheese Steak. it was good. I wanted a nap after it!
My problem was the really long drive there and back in the rain. I don’t like long car trips. I don’t mind the train or the plane as much.
I was also out of the office 3 days last week. I will be out again at least 2 days this up coming week. I am busy. That means jayson is over worked since he is alone (danny is helpful, but he has releases as his first priority). Then all the work I need to do is piling up for me when I return on monday.
After work I went back to Dan’s to hang out. Alyssa, Dari, and Jennifer came over also. I fixed his wifi point. Dan, DO NOT touch the dam point again. It didn’t take me that long, so no biggie. We hung out and played scatigories. I think that was the name. I won the first game, but sucked on the second game.
Road (Train) Trip
Today I took a train trip with Dan, & Gus to the Boston area. We visited a site that is running a call center software package that we are looking to buy. It was a productive day, sort of. We learned allot. But I like doing, and not talking so I get bored sometimes doing this sort of stuff. We did go over really cool stuff, so I was interested.
The travel was boring. We took Amtrak’s Acela Express to Boston. I have taken the old meteorologic before but the Acela was nice. At least I got to do some work for allot of the trip. From NYC to the Boston area it was about 3:20 minutes. We didn’t go to the end of the line though. As Jayson put it today "I spent an hour less on the train than he worked all day". Very true, unfortunately.
This was day 2 out of 3 that I was out of the office. I stayed home yesterday from an overnight I did. Today was travel, and tomorrow is more travel. We are going to Philly to visit another site. Tomorrow we are driving, or being driven down. I would rather take the train, but Philly is closer than Boston.
More news about that trip after it happens…
Wild Wild Wiki
My department at work just deployed a wiki. I finally got Danny some time to work on it, and so far I am very happy with the results. Since getting the wiki online late last week, I have spent hours putting documentation into it. If you don’t know what a wiki is, it is a free flowing knowledge base sort of application. Check out Wikipedia for what a fully featured wiki looks like.
We are going to use our wiki as a knowledge base for all things technical. Eventually we hope to have our call center adopt the concept for the KB they have. So far I have placed a bunch of documentation into the wiki. I still have ton’s more to go. Tomorrow I will demo the site to the entire department. We need everyone to start using it, or else the concept will be a bust. I have high hopes for this. Gus is also very excited. It was his original idea to go with a wiki over other KB or forum programs.
So far the two or three people that have seen it can’t wait to use it. I will know tomorrow how well it is received by everyone.
Pimped Out Desktop
Between meetings, cleaning my office, and real work I tricked out an old desktop today. Jayson and I seem to accumulate computers at work. He has 1 for normal use, it is a tricked out P4 so he can run multiple VMWares. He then has a laptop, and I think a desktop is collecting dust under his desk as a Novel 6.x server for testing.
My computers in the office are my laptop, a desktop that is nicely configured for VMWare workstation and burning, etc. I also have an older box setup to run Suse 9.1. I had another machine that I customized for testing, but it finally pissed me off enough today that I needed to replace it. The hard drive is going on it. So I replaced it. then the IDE controller got all flaky on me, so I gave up on it. I took an older (almost 3 years) P-4 1.5 GHZ that for some reason had a gig of ram in it and but a newer burner in it. Cleaned it up, and now it is a Windows 2003 server I am going to use as a test box. We hate that we have desktops proliferating in our office, so I threw on a test copy of VMWare GSX server on this new “super desktop” I built. I am proving that this server software is worth the money to go buy and put on a nice dual processor machine.
Right now I have several tests of software I need to run. First up is Ipswitch’s Collaboration Suite of software. It looks like their Imail mail server on group ware steroids. My company wants exchange like functionality, but they don’t like the cost in software, hardware, and manpower needed to get exchange. This product looks like it will do what most people want to do, and that is share calendars, contact lists, etc right in outlook.
Immediately we need to test and then deploy Intuit’s Track It. We are planning on using it as our support and helpdesk ticketing system. The software arrives tomorrow, and we need it deployed (if we decide to go with it) by January 1, 2005 in order to support some changes we are planning in our support structure for the new year.
Another focus I had today was getting the specs needed to setup another VPN tunnel to a partner of ours in India. That was a fun conference call.
Then I had a bunch of meetings about some data migrations we are planning, and a failover drill that is 4 months in the making.
Gus and I also went over a power point I am making for a big presentation next week. He had some changes and I created a few new slides. Have I mentioned I don’t like power point? The funny thing is when I first started out on the helpdesk all those years ago, I actually was very good at power points. I just haven’t done them in a while.
All around a very busy day. I didn’t leave work until 7:30PM tonight. I need to make dinner now. I just felt like writing when I got home. Some days (most days) I don’t feel like writing right away after I sat at a computer all day, but today I did. Go figure?
A Single Minded Day
Some days I cannot remember what it was that I did at work. Today I only did one thing almost the entire day. I cannot forget what I did if I tried. I worked on fixing our Call Manager all day. Call Manager is the Voice Over IP version of the PBX. It is basically the computers that control our phone system. Last night Kai and Jayson upgraded our Cisco Call Manager’s to version 3.3.3 from 3.3.2. When you read the version number change you (I) think it is a minor fix. Well the latest version (it is the latest version we are using, but there is a 3.3.4, and a 4.0 now) does some things differently. Kai and Jay got the upgrade done, and tested all the phones in our call center. Everything seemed to work. What they couldn’t test was our remote phones. The phones in our NYC office didn’t work. We didn’t know this until hours after they went off to sleep. They left word that we may need to upgrade the firmware on the phones, but that was it. Turns out the firmware upgrades automatically when you reboot the phone and their is a newer version of the firmware.
The problem was the phones could make outbound calls, but could not receive calls. when you called the phones in a remote office the phone would ring but if you picked it up the Call Manager didn’t recognize that the call started. this is not good if we want to our reps to take calls. So off to call Cisco I went. This all happened before or as I got to the office. What a way to start the day that I knew I was going to be short handed anyway. Kai and Jay were both off to sleep because of their overnight. So after a long and drawn out troubleshooting session with Cisco we figured out our problem. I actually spoke to 2 guys over there. the first guy gave me the right answer but could not explain why we had to do what he asked. Since it required me to change firewall rules and we upgraded a phone system not the firewall I was skeptical. So the second Cisco guy came into the picture. He walked me through the same troubleshooting process (a bit quicker than the first guy). he then made some phone calls and got back to me. Turns out the first cisco support guy was right we needed to change some rules on our Cisco Pix’s. Why? Well in the new version of our CCM (Cisco Call Manager) they changed how some protocol’s operate. So what worked in older versions of CCM didn’t work in the newer version. We had to remove to fix-up protocol lines on all of our Pix’s that are involved in the VPN that makes up our WAN. Sure enough Kai was right. Kai as in Kai the cisco rep I spoke to, not Kai the guy I work with. I made the two firewall rules and the phones started working. Elapsed time on the whole saga, 8 hours. I got the phones working exactly at 5PM.
During this adventure I had other fun things to think about. Sean and danny dealt with problems with an index on a database somewhere that was causing one of our websites to be slow. Word of advise to people I work with. When I am fiddling with one phone, on another phone and talking to someone on a nextel and you know a system is down, don’t come and tell me about another problem that you need me to work on. I can only do 4-5 things at once. Thankfully Sean was able to get a handle on the index problem and fix it with little to no help from me.
Danny was helpful in my network trouble shooting saga today. Everyone else was surprisingly not bothersome. usually when I have a major problem people come out of the woodwork to bug me about minor issues, or that is how it feels.
I was crazed today. Am I glad it is over? Of course I am, but there is something to be said about days like this. First, it goes by so quick. Second, it is the type of day that you earn your salary. You get a few of the each year, and when you live it you hate it, but after you live through those days you are a better person for surviving them. On a personal note I am glad I got through the issue mostly by myself. Danny did give me great assistance in the network trapping, but allot of it was second opinion from what we got from Cisco. It is good having someone else around who you can sound off ideas to. I think Danny and I work great in that respect. On a whole I had to tackle most of this issue by myself. In the past that is not a big deal. Recently I have been delegating allot of the day to day technical responsibilities. It is something that I have to do, but I feel like I get rusty by not doing hands on work all the time. Days like today keep me sharp and lets me prove to myself that I am still in the game and can get dirty with the best of them, or so I think.
More VOIP Updates
Several things finally came together on my VOIP odyssey this weekend. For one I solved a problem I have been having for some time. I also got off my ass and plugged in my new Linksys VPN Router. I started to setup static VPN tunnels to work. For one thing I proved I can setup a static IPSEC tunnel to a Pix with a cheap ($150 or cheaper) router. At first I still could not connect to one of our offices. I had the same problem with the Pix 501 I had. Or at first I thought it was the same problem. With the 501 I couldn’t connect to that office either. I was beginning to think it was not me but the Pix at that office. Turns out when I had my Pix 501 I had 1 issue. With the new Linksys VPN router the problem was a new one. Turns out the fail-over Pix we have at the office uses the IP address of 10.1.1.1. That is all nice and good, but that was what I used for my router at home. That didn’t work well. I had to give my router a new address and recreate the VPN tunnel. Everything started working then.
Now I have 2 tunnels (if and when I want them) to work. I don’t need VPN software. This is a good test since now I do not need VPN software on a computer in order to establish a VPN connection. What that means is I can plug in a VOIP phone and connect to my office’s call manager. I did just that. Now I have a 7940 phone connecting into our CCM (cisco call manager) system sitting on my desk at home. This is different to what I was trying to do with the 7940 and my BroadVoice connection. Now I can log into the phone at home and get my extension from work. I can prove that we can do this with remote agents if we choose to do so. We probably won’t but it is a nice technological feat to say we can. We want to go with the cheaper soft-phone option for remote agents, but having the ability to put a phone in someone’s house is nice to know you can. Have I mentioned that I have a cool job, or that VOIP is awesome???
In addition to the work phone I now have setup. I finally got my VOIP ATA adapter from the lovely folks at Broadvoice on Monday. I plugged it in after calling them and changing my account back to use that adapter. In minutes the adapter registered and I was off and running. I plugged in my new cordless phone and I had phone service. Did I mention it is only $10 a month? Now I was an early adopter of not having a home phone. I still use my cell as my main phone, but it is nice to not have to worry about the battery dying on a long call. Truth be told I want the VOIP service for the simultaneous ring option that I have. I am able to have calls ring on my home phone, my cell, blackberry, and work phone at the same time. I have a few kinks I am working out but otherwise that has been very cool.
Some problems I have to work out. I am back to using my old 802.11b wireless point. My 802.11g point was built into my old router. Now that I have a VPN router I can’t use that router. I need to buy a stand alone “g” point. I also need to break out a 5 port switch and daisy chain it off of my router. With the Wifi point, both my personal and work phones, plus my desktop and laptop, plus a tivo I have ran out of network ports on my 4 port router. Thankfully I think I have enough components to build 2 computers and extra network gear in my closet. He I don’t throw out very much stuff.
Ok, time for bed…