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01 039825 ffirs.qxp2/8/067:09 PMPage iBusiness Continuityin CommunicationsFORDUMmIES‰AVAYA LIMITED EDITIONby Greg Gilbert

01 039825 ffirs.qxp2/8/067:09 PMPage iiBusiness Continuity in Communications For Dummies , Avaya Limited EditionPublished byWiley Publishing, Inc.111 River StreetHoboken, NJ 07030-5774www.wiley.comCopyright 2006 by Wiley Publishing, Inc., Indianapolis, IndianaPublished by Wiley Publishing, Inc., Indianapolis, IndianaPublished simultaneously in CanadaNo part of this publication may be reproduced, stored in a retrieval system or transmitted in anyform or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise,except as permitted under Sections 107 or 108 of the 1976 United States Copyright Act, withouteither the prior written permission of the Publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923,(978) 750-8400, fax (978) 646-8600. Requests to the Publisher for permission should be addressed tothe Legal Department, Wiley Publishing, Inc., 10475 Crosspoint Blvd., Indianapolis, IN 46256, (317)572-3447, fax (317) 572-4355, or online at http://www.wiley.com/go/permissions.Trademarks: Wiley, the Wiley Publishing logo, For Dummies, the Dummies Man logo, A Reference forthe Rest of Us!, The Dummies Way, Dummies Daily, The Fun and Easy Way, Dummies.com, andrelated trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc. and/or itsaffiliates in the United States and other countries, and may not be used without written permission.All other trademarks are the property of their respective owners. Wiley Publishing, Inc., is not associated with any product or vendor mentioned in this book.LIMIT OF LIABILITY/DISCLAIMER OF WARRANTY: THE PUBLISHER AND THE AUTHOR MAKENO REPRESENTATIONS OR WARRANTIES WITH RESPECT TO THE ACCURACY OR COMPLETENESS OF THE CONTENTS OF THIS WORK AND SPECIFICALLY DISCLAIM ALL WARRANTIES,INCLUDING WITHOUT LIMITATION WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE.NO WARRANTY MAY BE CREATED OR EXTENDED BY SALES OR PROMOTIONAL MATERIALS.THE ADVICE AND STRATEGIES CONTAINED HEREIN MAY NOT BE SUITABLE FOR EVERY SITUATION. THIS WORK IS SOLD WITH THE UNDERSTANDING THAT THE PUBLISHER IS NOTENGAGED IN RENDERING LEGAL, ACCOUNTING, OR OTHER PROFESSIONAL SERVICES. IF PROFESSIONAL ASSISTANCE IS REQUIRED, THE SERVICES OF A COMPETENT PROFESSIONALPERSON SHOULD BE SOUGHT. NEITHER THE PUBLISHER NOR THE AUTHOR SHALL BE LIABLEFOR DAMAGES ARISING HEREFROM. THE FACT THAT AN ORGANIZATION OR WEBSITE ISREFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FURTHERINFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THEINFORMATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS ITMAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED INTHIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ. FULFILLMENT OF EACH COUPON OFFER IS THE SOLE RESPONSIBILITY OF THE OFFEROR.For general information on our other products and services, please contact our Customer CareDepartment within the U.S. at 800-762-2974, outside the U.S. at 317-572-3993, or fax 317-572-4002.For technical support, please visit www.wiley.com/techsupport.Wiley also publishes its books in a variety of electronic formats. Some content that appears in printmay not be available in electronic books.ISBN-13: 978-0-470-03982-3ISBN-10: 0-470-03982-5Manufactured in the United States of America10 9 8 7 6 5 4 3 2 11O/SY/QS/QW/IN

01 039825 ffirs.qxp2/8/067:09 PMPage iiiPublisher’s AcknowledgmentsWe’re proud of this book; please send us your comments through our online registration form located at www.dummies.com/register/.Some of the people who helped bring this book to market include the following:Acquisitions, Editorial, andMedia DevelopmentProject Editor: Blair J. PottengerExecutive Editor: Gregory CroySenior Copy Editor: Barry Childs-HeltonBusiness Development Representative:Jackie SmithEditorial Manager: Kevin KirschnerComposition ServicesProject Coordinator: Kristie ReesLayout and Graphics: Julie TrippettiProofreader: Amanda BriggsSpecial HelpMillicent Barksdale, Doug D’Angelo,Steve Hailey, Lisa Kluberspies,Reinhard Koch, Jim Mannion,Catherine McNair, Patti Moran,Howard PeacePublishing and Editorial for Technology DummiesRichard Swadley, Vice President and Executive Group PublisherAndy Cummings, Vice President and PublisherMary Bednarek, Executive Acquisitions DirectorMary C. Corder, Editorial DirectorPublishing for Consumer DummiesDiane Graves Steele, Vice President and PublisherJoyce Pepple, Acquisitions DirectorComposition ServicesGerry Fahey, Vice President of Production ServicesDebbie Stailey, Director of Composition Services

02 039825 ftoc.qxp2/8/067:10 PMPage ivTable of ContentsIntroduction .1Part I: What Communications Can Dofor Business Continuity .7BCDR: One Problem, Many Facets .7Business Continuity at Stake .9Who Do I Turn to for Expertise? .15Part II: Developing Risk Managementfor Your Business .19Heading Off Disaster Beforehand — Prevention,Deterrence, and Deflection .20Developing Continuity Teams .23Establishing Continuity Plans .25Communications and Continuity .26Part III: Implementing Your BCP(Business Continuity Plan).31Planning and Organizing .32Implementing.36Controlling .38Part IV: Top Ten Reasons to Developa Business Continuity Plan .45Glossary and Acronyms .53

03 039825 intro.qxp2/8/067:11 PMPage 1IntroductionBusiness continuity is a collection of disciplines that areclosely related and often confused with each other.Disaster management, disaster recovery, crisis management,business recovery, emergency planning, and business continuity are all frequently spoken of in the same breath like siblingsor close cousins. The topic of business continuity has, bydefault, come to represent this collection of disciplines.We will call this collection BCDR, which literally stands forBusiness Continuity and Disaster Recovery, but which represents the full spectrum.Communications is often the critical focus of many types ofmanagement problems and concerns. Business continuity incommunications is essential as it represents that set of solutions supporting the assurance that communications willremain functional and effective when business continuity isthe problem at hand. If communications is such a criticalfocus point, then we must understand that it is indeed thearea where we can experience the most problems and wastethe most effort and money. When dealing with unsolved communication problems, we come away more badly beaten thanwhen dealing with any other problems.Communications is an ongoing part of our daily lives and wetake it and its many forms of technology for granted. We dialthe phone, send the e-mail, order services from the web page,listen to satellite-bounced conversations, and use complexprograms to play electronic games. All of these wondrous abilities are evolved out of technologies that are communicationsbased and communications driven.Business continuity has become a core focus in many companies and countries throughout the world, and there are nowlaws dictating the needs and parameters for these standards.

03 039825 intro.qxp22/8/067:11 PMPage 2Business Continuity in Communications For DummiesThe Avaya AdvantageBusiness continuity requires uncompromised communications at all times. The technology and professional servicessupporting communications have virtually exploded over theyears and this exponential growth has also become part ofour daily expectations. In order to realize those daily expectations on an ongoing basis, a company must know the terrainand have the weaponry to do battle with the dragons that livethere.Avaya is the preeminent market leader in the business continuity arena as far as communications is concerned. Avaya uses itsintimate understanding of business continuity needs to bringreal-world solutions to sticky problems in a timely and costeffective framework. You might think that Avaya has a crystalball when it comes to intuitive problem solving. Their approachto business continuity takes normal problem solving to thenext level with their professional use of risk assessment, business impact analysis, and communications-born solutions.Their highly developed and successful plans and operationshave established them as such a major force that companiesseek them out for business continuity solutions as well as communications system needs.With the telecommunications market loaded with so muchcompetition, it is easy to see why Avaya stands head andshoulders above the rest. Avaya is a multi-talented marketleader. To understand what it means to be a real leader in thecommunications market, you also need to understand thingslike the significance of converging your traditional telephonysystems onto your computer network for IP Telephony. Youalso need to understand things like communications systemsand program features. In short, you need to know how to workthe telephone beyond just picking it up to answer or dialingnine for an outside line. If you want to do things like create anenterprise-wide communications network, or design a backupcommunications system that is worldwide and seamless tousers and customers, you need to be talking to Avaya. Andyou don’t have to throw the baby out with the wash water. Youdon’t need to trash your investments made in other communications systems’ hardware. You can do it the Avaya way.Avaya has VoIP (Voice over Internet Protocol), which is a newtechnology that uses the Internet for telephone calls. This is

03 039825 intro.qxp2/8/067:11 PMPage 3Introduction3also a good backup when hard-line systems are down. In theIP Telephony world, an Avaya system includes all the featuresyou are familiar with—voicemail, call waiting, and call forwarding, to name a few. Avaya also has intuitive call center–oriented systems which help their customers solve their mostlikely problems with one phone call using artificial intelligenceand specific customer trend analysis. This is like going to yourfavorite restaurant and the server knowing who you are andasking, “Would you like your usual today?”Avaya represents a solid gold relationship with communications as well as business continuity. My goal here is to providea reference that anybody can use to approach, understand,address, and survive the pitfalls of disasters, emergencies, andcrises. And, as a caveat, along the way you will also see howthis applies to the discipline of business communications.Communications has always been an area where you can loseyour shirt if you fail to do things right. Avaya has survived thisstorm and has also provided valuable input into the development of this book and its communications focus.In this book, you will learn why companies are motivated tosay things like, “Most fundamentally, though, Avaya has givenus a business continuity process and baseline that forms thefoundation of all our future efforts. The Avaya assessment hasdefinitely given us control over the business that we didn’thave before.” Visit Avaya.com to find out more.About This BookIf you are a manager who needs to decide what to do in theface of starting a business continuity program, making abudget, and considering technology such as VoIP (Voice OverInternet Protocol), or if you are an IT person looking to helpyour boss make an informed decision about integrated networking, designing the next level of a communications strategy, this book provides an excellent place for you to begin.This book also provides an excellent starting place for endusers who are new to business continuity and disaster planning and how things like VoIP and other Avaya systems, software, and services can ease the pain.This book uses several case studies and hard experiencesto explain business continuity and how communicationstechnology such as VoIP works and how it compares to