Upload
others
View
15
Download
0
Embed Size (px)
Citation preview
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
• Mitel Performance Analytics: Service Quality Matters
• MPA Service Tiers
• What’s New in MPA 2.1
• Key Benefits
• Key Features Fault & Performance Management Advanced Management
• Partner & Customer Success
• Resources & How to Buy
Summary
2
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Service Quality Matters!
Poor Service Quality
Depletes IT Resources
Fixing Costs Time & Money
Source Hard To Pinpoint
Stalls User Adoption
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Find & Fix Network Problems
Where’s the problem?
What looks like a Mitel voice quality problem usually isn’t.
Network Management + UC Management = Mitel Performance Analytics
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential. 5 GROUP
OPERATIONS
REPORTING & ANALYTICS
ADVANCED MANAGEMENT
TESTING TOOLS
REMOTE ACCESS
ALERTS
PERFORMANCE MONITORING
MITEL PERFORMANCE ANALYTICS
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Simplify management of large, multi-node
networks
IT Resources are used more
efficiently
Mitel Focus with multi-vendor
support
Resolve voice quality
problems faster
Cloud or On-Premise
deployment options
Proven solution, deployed in 5,000+ networks
globally
| ©2015 Mitel. Proprietary and Confidential.
Proactive Support for Business Success
7
PROBLEM Fault & Performance Management software for Mitel business communications solutions.
Detect & address problems BEFORE they impact the user Lower support costs Increase contract renewal rates & revenue Speed problem-to-resolution Use IT resources more efficiently Designed specifically for Mitel
| ©2015 Mitel. Proprietary and Confidential.
What’s New in MPA 2.1
8
Full feature parity with Enterprise Manager and expanded MiVoice MX-ONE functionality.
NEW FEATURES added to complete and improve Enterprise Manager feature parity: Advanced User Operations for MiVoice
Business (moves, adds, deletes) Single sign-on and shared single sign-on to
MiVoice Business Alarm monitor – in-browser notification
replaces system tray. SDS error rate with alarms
Expanded MiVoice MX-ONE support: Route utilization
Gateway utilization (SIP/Legacy)
Scheduled backups & results reporting
Extension and terminal registration
Device and extension inventory reporting
IPT user dashboard with voice quality reporting Status monitoring for MX-ONE services: CMG,
InAttend, ACS Media Server, MiCollab Advanced Messaging. www.martellotech.com Consult MPA 2.1 Release Notes
for all new features:
ALARM ANALYTICS
launched
| ©2015 Mitel. Proprietary and Confidential.
Premium SA Value Proposition
9
Protect investment in leading edge Mitel telephony to prevent obsolescence, security vulnerabilities & interoperability problems
Grow business value of Mitel solutions with the latest technologies and features.
Proactively manage service quality to deliver a superior user experience.
Mitel Performance Analytics
24/7 access to Mitel technical support expertise
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential. 10
MPA Service Tiers
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Mitel Performance Analytics – 2 Service Tiers
11
Cloud-hosted or on-premise software that delivers fault & performance management solutions for enterprises – formerly known as Enterprise Manager.
Manages performance of Mitel and third-party systems (ie: servers, routers)
Offers simplified group operations for large multi-node networks
Mitel Performance Analytics PLUS
Cloud-hosted, fault & performance management software-as-a-service (SaaS) to manage service quality – formerly known as MarWatch.
Monitors performance of Mitel solutions
Mitel Performance Analytics
Chargeable uplift to Premium SWA Included with Premium SWA
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
CAPABILITY MPA MPA PLUS Deployment Options Cloud Cloud or Premises
Device Support Mitel Mitel + Third-Party
Trunk/Route/Gateway Utilization ✔ ✔
Remote Access/Single Sign-On ✔ ✔
Test Tools ✔ ✔
Alarms & Alarm Analytics ✔ ✔
Reporting ✔ ✔
Backups and SMDR Collection ✖ ✔
Group Operations Scheduler ✖ ✔
IPT User Dashboard ✖ ✔
Inventory Reports (users, sets, services) ✖ ✔
Advanced User Operations (moves, deletes) ✖ ✔
Set Inventory and Extension/Terminal Registration ✖ ✔
Key Features
| ©2015 Mitel. Proprietary and Confidential.
Supported Mitel Devices & Applications
13
MPA MPA Plus Supported, with additional license
MiVoice Business N/A
MiVoice MX-ONE N/A
MiCollab N/A
MiVoice Border Gateway N/A
MX-ONE Application Servers (MiCollab Advanced Messaging, CMG, InAttend, ACS Media Server)
N/A
MiVoice Office 250 N/A
Mitel Business Dashboard
MiContact Center (Business/Office)
N/A
MiVoice Call Recording
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Third-Party Device Support
14
Managed Ethernet Switches
Servers (Windows, Linux)
Routers (Cisco, Adtran)
Uninterruptible Power Supplies
(UPS) Innovation InnLine
Voice Mail
Red Box Call Recorder
ANY SNMP Device (multi-vendor)
PathSolutions
• Third-party device support is available with the MPA Plus Service Tier.
• MPA can be configured to
monitor ANY SNMP device.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
MPA Key Benefits
15
Faster Problem Resolution
Increase Revenue
Customer Retention
Reduce Costs
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Increase Revenue
• Establish recurring revenue stream for proactive monitoring & support – value added subscription service with each sale.
• Upsell Enhanced Service Level Agreements (SLA) to customers, or value added service components such as SLA Reports.
• Increase contract renewal rates.
Increase Revenue
Faster Problem
Resolution Reduce Costs
Customer Retention
*
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Reduce Costs
• Access devices in customer networks from any location for troubleshooting or maintenance – avoiding the cost of onsite support visits.
• Consolidate management tools in one comprehensive offering.
• Avoid losses associated with downtime.
• Easy to deploy and manage in the cloud.
• Avoid costs of unnecessary capacity expansion with utilization data.
Reduce Costs
Faster Problem
Resolution Customer Retention
Increase Revenue
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Faster Problem Resolution
• Around the clock monitoring of voice quality and other performance metrics.
• Monitoring of both Mitel and multi-vendor systems gives visibility into problems across the entire network.
• Alerts ensure the right person receives actionable data at the right time.
• Secure remote access to devices and active testing tools simplify troubleshooting.
Faster Problem
Resolution
Reduce Costs
Increase Revenue
Customer Retention
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Customer Retention
• Consistently high service quality results in satisfied customers.
• Resolution of problem by 1st level support increases customer satisfaction.
• Early detection means problems can be resolved before the customer is impacted.
• Reports demonstrate SLA performance and help with forecasting, planning & load balancing.
Customer Retention
Faster Problem
Resolution Reduce Costs
Increase Revenue
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Fault & Performance Management Features
20
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Performance Monitoring • Performance
• Voice Quality • System Performance • Application Performance • Network Performance
• Voice Quality • Mitel Minet IP phones (MiVoice Business) • Mitel SIP devices (MiVoice MX-ONE) • MBG – Teleworker and SIP trunking
• UC Performance • Digital / SIP Trunks (MiVoice Business/MBG) • SIP Trunks (MiVoice Business/MBG) • SIP and Legacy gateway utilization
(MiVoice MX-ONE) • Digital and SIP Routes (MiVoice MX-ONE) • Extensions / IP Sets (MiVoice Business/MX-ONE)
Focus on Mitel with network infrastructure coverage
21
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Alarms and Notifications
• Alarm management: • Alarms colour coded by location and
severity • Displayed on geographic map • Reduce alarm clutter: hide alarms, silence
alarms of same type, filter by severity. • Assign alarms and create/edit tickets.
• Alerts by email, SMS, Twitter… • Alert profiles for different users, days/times
of the week • Alarms can be sent as digest, for reduced
alert fatigue • In-browser alarm notification
22
SMS
Alarm Types Device Alarms – generated by monitored devices Threshold Alarms – generated by MPA when configured threshold are exceeded (ie: voice quality) System Alarms – generated by MPA to indicate service problem for a monitored device (ie: “iSNMP unreachable”)
Real time, actionable data to resolve problems quickly
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Alarm Analytics: How it Works
In a SEA of data, SEE what’s most critical.
BEHAVIOUR-BASED filtering Assign an alarm? It’s rated HIGHER in importance
BEHAVIOUR #1 Assign Alarm
BEHAVIOUR #2 Hide Alarm
BEHAVIOUR #3 Ignore Alarm
Hide an alarm? It’s rated LOWER in importance
Doing NOTHING also lowers the alarm’s importance rating
23
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Alarm Analytics: Behaviours and Ratings
24
• Alarms are presented according to their RATING, with those most important to the user presented FIRST.
• User behaviour for an alarm is tracked at three levels : 1. User rating 2. User label subscription 3. Rating for ALL users on the MPA system
Some user behaviours that impact alarm ratings: Flag alarm as ‘My Favorites’ Create/follow alarm labels Assign an alarm Hide an alarm
Clear/acknowledge an alarm Silence an alarm Create/edit a ticket
RATINGS
BEHAVIOURS
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Reports & Quick Queries
• Reports • Performance & availability of devices over
reporting period • Customizable message and logo space
• Reports by container or by device • PDF format, via email • Monthly, weekly or on-demand
• Quick Queries: • Retrieve key data, delivered in .csv format • Optional pie chart and pivot table display • Standard query types include:
Reports & Quick Queries can be: Scheduled Previewed Retained Sent via email
25
• Inventory • Alarm
• License • Audit Log
Reports demonstrate network performance & improve planning.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Quick Queries
26
Alarm Inventory License Threshold
Audit Log
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Test from IP Set – find source of issue to speed resolution.
Network Testing Tools • Context-aware Network tools available from
device dashboard:
• Ping / Traceroute / MTR / Iftop
• DNS / Reverse DNS
• SNMP MIB browser
• Remote IP set network test tools
• Media path from set
• MPA Connectivity test provides quick confirmation of device from MPA system
27
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
z
Remote Access
• No VPN required • Connect to multiple customer network
devices at once • Single click access to monitored devices • Integrated web-proxy server for efficient remote
access to MiVoice Business ESM interface • Secure
• Authenticated & encrypted with SSL, SSH & HTTPS
• Remote access sessions are tracked in the Audit Logs
• Single sign-on (SSO) to MiVoice Business via ESM and shared SSO without credentials.
Access remote devices from anywhere for more efficient troubleshooting.
28
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Device and Container Dashboard
Mobile Optimized iOS, Android
Tablets, Smartphones
Standard Web Browsers
Internet Explorer® Chrome® and
Firefox®
Critical Data Alarms filtered & matched with
map view
Brandable Logos, URL’s
colour schemes, fonts, etc…
Read-Only Widescreen
Option Dashboard
Views For the Reseller and Customer
Secure HTTPS/SSL
29
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Device Discovery
Reports include:
• Customer device inventory • Performance data (by device) • Device availability summary
Ideal for large, multi-node Mitel
networks.
30
MPA scans the network and discovers devices speeding up the set-up process.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Advanced Management Features
31
Group Operations
User Dashboard
Backups & SMDR Collection
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Backups for MiVoice Business & MiVoice MX-ONE
• Configuration Details.
• Call history: incoming, outgoing, and duration.
• Embedded voice mail configuration and data.
• Scheduled or on-demand (single or group scheduling), with secure offsite storage.
• Downloadable file (for restoring) easily accessible via web browser.
• MiVoice Business/MiVoice MX-ONE can now be associated with multiple backup schedules including daily or monthly.
Value-add for business continuity..
32
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
SMDR Collection
33
• SMDR Collection is available for
MiVoice Business
Office 250
Avaya IP Office
• ‘Scheduler Results’ report shows
Call success & failure
Provides a report download link
Value-add for business continuity..
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Advanced Inventory Reporting
Create custom inventory reporting template for: Users Services
IP Sets Licenses
34
Active Probes Device Inventory
MiVoice Licenses MiVoice Versions
MiVoice & MX-One Extensions Probe Details
All views can be saved & reports downloaded as a .csv
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Operations Scheduler
Reports include:
• Customer device inventory • Performance data (by device) • Device availability summary
Backups
SMDR Collection
Internal MiVoice Business Operations:
• IDS Full/Incremental Sync
• Hot Desk Logout
• Go to Day/Go to Night Service
• Retrieve and Lock Backup Files
35
Schedule common operations for groups of devices.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Scheduler Results Report
Reports include:
• Customer device inventory • Performance data (by device) • Device availability summary
36
• Download completed backup or SMDR files
• Confirm current state of on-demand & scheduled operations
• See recent results and success rate of scheduled operations
Confirm the outcome of a scheduled group operation.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
IPT User Dashboard – MiVoice Business & MX-ONE
View data for each user, including voice quality for each call.
37
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential. 38
Partner & Customer SUCCESS
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Customer Success
Ours is a 24/7 business, so we cannot afford downtime. Mitel
Performance Analytics gives us a single pane of glass, alerting us to
problems quickly and offering insight into statistics and trends.
Mitel Performance Analytics allows us to be proactive and see problems as soon as they occur, preventing downtime or a decline in voice quality.
39
The proactive monitoring service, powered by MPA protects our
investment in leading edge telephony. We know that problems like poor voice quality won’t impact our users, since
MPA will help our support partner to address the problem very quickly.
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
PARTNER SUCCESS
“We have seen the results of how Mitel Performance Analytics has on more than one occasion saved us time and money”.
Essential Data & Voice
“…after trying to resolve a customer's persistent voice quality problem for 6 months with no success, we had it resolved within a week of deploying MPA”.
Total Communications
“Mitel Performance Analytics is now a key part of our maintenance program for all customers, allowing us to deliver a complete monitoring solution. It gives us a tangible way to show customers the value of having Premium Software Assurance with Mitel”.
CMC Technology Group
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
CUSTOMER SUCCESS
“Customer service depends on reliable voice services. MPA gives us confidence that our network will perform reliably even under high volume conditions”.
Angels the Costumier
We know that problems like poor voice quality won’t impact our users, since MPA will help our support partner to address the problem very quickly.
Harrow School
“Preventing downtime that affects our customer base is always top of mind. If we can’t communicate with them, we can’t serve them, and that is a big problem. MPA allows us to be proactive and be made aware of problems as soon as they occur, preventing downtime or a decline in voice quality”.
Libro Credit Union
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Resources
42
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
MPA Sales Cheat Sheet
43
MPA DIFFERENTIATORS Designed specifically for Mitel + multi-vendor device support Proactive service quality delivery model Simple, flexible deployment (cloud/on-premise) and operation
MPA KEY BENEFITS Grow partner revenues from service contracts Win & retain business with faster problem resolution Reduce cost of support delivery Meet SLA uptime commitments
MPA KEY FEATURES
24/7 performance monitoring Real-time alerts Reports Troubleshooting tools Secure remote access Advanced management tools (backups, etc.)
QUESTIONS? Subject matter experts
available at [email protected]
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Mitel University Sales Training (Self Study)
• Course # 222905
Technical Training (Self Study)
• Installation & Maintenance (Course # T-MPA 2.0-IM-SS) • System Administrator
Leader-Led Training • Contact [email protected] • Onsite or web-based
http://mitel.absorbtraining.com
MPA Sales and Technical Training
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
Getting Started with MPA
Simplified System Configuration • System Configuration Wizard will make it
easier and faster to get your customers started on MPA.
With the System Configuration Wizard End Users can: Quickly register your system & enter a valid customer ID. Update or correct SMTP server settings. Configure a Twitter account to receive Twitter notification of
alarms. Configure a Twilio SMS account to receive SMS
notifications of alarms. Supply a Mapquest API key to enable map coordinate
lookup from street addresses.
45
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
MPA Plus vs. Enterprise Manager Comparison
46
3rd party device support MX-ONE Support Cloud or On-Premises Support
Additional MPA Features
| ©2014 Mitel. Proprietary and Confidential. | ©2014 Mitel. Proprietary and Confidential.
How to Buy
Mitel Performance Analytics available with Premium Software Assurance.
Included with Premium Software Assurance Subscription
Mitel Performance Analytics Plus
Chargeable uplift to Premium Software Assurance Subscription
MPA is automatically included when Premium Software Assurance is ordered.
MPA PLUS can be ordered under ‘Software Assurance’.
Mitel Performance Analytics ONLINE QUOTING TOOL
47